Customer satisfaction is influenced by perceived service quality, product attributes and features, customer emotions, attributions of success or failure, and perceptions of fairness. The American Customer Satisfaction Index (ACSI) measures national customer satisfaction and economic well-being. Service companies tend to receive lower ACSI ratings than product companies because their offerings are intangible and depend more heavily on customer service interactions.

1. 1. What is customer satisfaction?

2. • Satisfaction is generally viewed as a broader
concept, whereas service quality focuses
specifically on dimensions of service.
• Based on this view, perceived service quality is
a component of customer satisfaction.

3. How’s it important ?

4. How customer satisfaction can
be influenced ?

5. Product attributes and
features
Customer emotions
Attributions for success or
failure
Perceptions of fairness
Family members
• Easy- using and meet
needs
• Happy or sad day can be
effect on
the consumption of goods
• The way of staff treat
customer when we don’t
wear fancy clothes on the
luxury store
• Easy to gain trust among
customer

6. 2. What is the ACSI ?
Do you believe that such national indicators of customer
satisfaction should be included as benchmarks of national
economic well-being similar to GDP, price indicators or other
customers ?

8. • According to The United
Nations announced on
16/3/2016, Vietnam
ranked 96 in the list of
world's happiest
Customer
Satisfaction
overall
quality of life
the health of the
nation's economy
Evaluate
the quality of
economic output

9. 3. Why do service companies
generally receive lower satisfaction
ratings in the ACSI than nondurable
and durable product companies ?

10. Service offerings are intangible
product offered for sale to
customers
Customer service can be also
offered by service, such as IT
and manufacturing businesses