EE&FA - CUSTOMER SATISFACTION - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

1. Dr.K.Baranidharan
Present by…

2. TOTAL
QUALITY
MANAGEMENTTQM
218 August 2013

3. CUSTOMER
SATISFACTION
Presented by
Dr.K.Baranidharan

5. Customer satisfaction
• “an expression of dissatisfaction on a
consumer’s behalf to a responsible party”
• Consumer complaints are usually informal
complaints directly addressed to a company or
public service provider, and most consumers
manage to resolve problems with products
and services
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6. CUSTOMER SATISFACTION
• The most important asset of any
organization is its customers
• Satisfied customers pay their bills
promptly which greatly improves
cash flow – the lifeblood of any
organization
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7. ORGANIZATIONAL HIERARCHIAL
DIAGRAM
•
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8. CUSTOMER SATISFACTION
• Customers experience of a
product or a service is multifaceted
so hard to determine
• It needs to be measured
individually to get an accurate
total picture of customer
satisfaction
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9. CUSTOMER SATISFACTION
• Customer satisfaction should not
be viewed in a vacuum.
• For example, a customer may be
satisfied with a product or
service and therefore rate the
product or service highly in a
survey and yet same customer
may buy another product.
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10. CUSTOMER SATISFACTION
• Similarly customer’s
view about a product or
service are useless if
customer’s view about
competitors products
are not understood.
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11. CUSTOMER SATISFACTION
• The value customers
places on the product
compared to another
may be a better
indication of customer
loyalty.
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12. Factors Influencing Customer
Satisfaction
• Product quality
• Service quality
• Price
• Specific product or service features
• Consumer emotions
• Attributions for service success or failure
• Perceptions of equity or fairness
• Other consumers, family members, and coworkers
• Personal factors
• Situational factors
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13. Internal Customer:
Inside the company are called
internal customers.
Example: department,
management, staff,
ervery person in a process is
considered as a customer of the
preceding operations.
TYPES OF CUSTOMER
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14. External Customer:
outside the company are called
external customers.
Who uses the product or
services
Who purchases the product or
services
Who influences the sale of the
product or services.
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15. • 1.purchaser (any one)
• 2.end user/ultimate customer (finally benefits
from the product)
• 3.merchants (realer, wholesalers, agent,
distributor, brokers)
• 4.processors (use the product out/input parts)
• 5.suppliers (who provide input (raw materials)
• 6.potential customers (not currently using the
product but capable of becoming customers)
• 7.hidden customers (great influence over the
product design, )
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16. Dr.K.Baranidharan
THANK YOU