Apr 30, · A Literature Review and Critique on Customer Satisfaction. Topics: Concept, Marketing, Model Pages: 9 ( words) Published: April 30, A Literature Review and Critique on Customer Satisfaction. LIU Huiqun1, ZHAO Xin2 1. School of Economics, Tianjin University of Commerce, Tianjin, China, 2. Department of Economics and Management, Dezhou Jan 21, · Customer Satisfaction: A Literature Review There is a great paradigm shift in the contemporary business environment and this intermarried with the day-to-day economic conditions that various businesses are subjected to; it becomes very essential for every business to explore the aspect of customer satisfaction thoroughly as an important aspect and process of business survival and growth Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. In
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A short summary of this paper. Download Download PDF. Download Full PDF Package. Translate PDF. A Literature Review and Critique on Customer Satisfaction LIU Huiqun1, ZHAO Xin2 1.
School of Economics, Tianjin University of Commerce, Tianjin, China, 2. Department of Economics and Management, Dezhou Vocational and Technological College, Dezhou, China, huiqunliu tjcu.
cn Abstract: The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper, the emphasis is on reviewing the main concepts and models of customer satisfaction. Keywords: Customer satisfaction, Definition, Macro-models, Micro-models 1 Introduction Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades.
Naturally, administrators have requested their staff to do customer satisfaction studies for their own organizations. An analyst or researcher must operationalize the concept of customer satisfaction in order to measure it.
More importantly, in order to have validity for any measurements, the analyst needs to assume some model of the subject matter. This paper is divided into several sections. First, a brief review of main concepts of customer satisfaction is provided. Next, we try to provide the analyst an overview of models of customer satisfaction. Finally, the article concludes with main research findings. Despite many attempts to measure and explain customer satisfaction, there still does not appear to be a consensus regarding its definition Giese and Cote, Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service Gundersen, Heide and Olsson, It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience Oliver, The most widely accepted conceptualization of the customer satisfaction concept is the expectancy disconfirmation theory McQuitty, Finn and Wiley, The theory was developed by Oliver, who proposed that satisfaction level is a result of the difference between expected and perceived performance.
Satisfaction positive disconfirmation occures when product or service is better than expected. On the other hand, a performance worse than expected results is dissatisfaction negative disconfirmation. Studies show that customer satisfaction may have direct and indirect impact on business results. Luo and Homburg concluded that customer satisfaction positively affects business profitability.
The majority of studies have investigated the relationship with customer behaviour patterns Dimitriades, ; Olorunniwo et al. According to these findings, customer satisfaction increases customer loyalty, influences repurchase intentions and leads to positive word-of-mouth. Given the vital role of customer satisfaction, it is not surprising that a variety of research has been devoted to investigating the determinants of satisfaction.
Satisfaction can be determined by subjective e. customer needs, emotions and objective factors e. product and service features. Atkinson found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. Knutson revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important.
Barsky and Labagh stated that employee attitude, location and rooms are likely to influence travellers' satisfaction. A study conducted by Akan showed that the main determinants of hotel a literature review and critique on customer satisfaction satisfaction are the behaviour of employees, cleanliness and timeliness.
Choi and Chu concluded that staff quality, room qualities and value are the top three hotel factors that determine travellers' satisfaction. This pool of research includes models that integrate the concept of customer satisfaction in a network of related concepts, a literature review and critique on customer satisfaction, such as value, quality, complaining behavior, and loyalty.
Macro-models give the researcher the strategic context of the design and of the results for a study of customer satisfaction. The marketing research literature extensively covers the elements that make up the concept of customer satisfaction, such as disconfirmation of expectations, equity, attribution, affect, and regret.
Note the following: perceived performance perceived perceived outcomes dsconfirm performance comparison standards Figure 1: Traditional Macro-Model of Customer Satisfaction 1. Perceived disconfirmation is the evaluation of perceived performance according to one or more comparison standards. Disconfirmation can have a positive effect generally implying a satisfying resulta negative effect generally implying a dissatisfying resultor a zero effect.
Satisfaction feeling is a state of mind, an attitude. These outcomes also are moderated by other variables. Later research has produced a new model shown in Figure 2. Oliver provides another version of this model, which appears in an abbreviated form as Figure 3 below. An important point about customer value models is the use of gross benefit-cost judgments by consumers. This model helps explain survey results that indicate different levels of satisfaction for a service that one individual may experience, a literature review and critique on customer satisfaction.
The above models are a sample of the many models that give the analyst the context for the meaning and analysis of customer satisfaction. In the next section, we deal with narrower issues in customer satisfaction. Because these models provide explicit detail about the formation of satisfaction itself, this paper refers to them as micro-models.
Table 1 Current Type of Micro-models for Satisfaction 1 Expections Disconfirmation Model 2 Perceived Performance Model 3 Norms Models 4 Multiple Process Models 5 Attribution Models 6 Affective Models 7 Equity Models 1.
The Expectations Disconfirmation Model has been the dominant model in satisfaction research. This is the predictive meaning of the expectations concept. The Perceived Performance Model deviates from the above model in that expectations play a less significant role in satisfaction formation. Norms Models resemble the Expectations Disconfirmation Model in that the consumer compares perceived performance with some standard for performance.
In this a literature review and critique on customer satisfaction, however, the standard is not a predictive expectation. Rather than considering a literature review and critique on customer satisfaction will happen in the consumption experience, the consumer uses what should happen as the comparison standard. Multiple Process Models characterize the satisfaction formation process as multidimensional. These are locus of causality, stability, and controllability.
Affective Models differ from previous models in that it goes beyond rational processes. In these models, emotion, liking, and mood influence dis satisfaction feelings following the consumption experience.
The above listing is extensive but not all-inclusive. Oliver also has summarized the comparison standards from his perspective, and these appear in Table 2. Table 2 introduces the comparison standards of needs, regret, and nothing. The standard of excellence refers to technical perfection, that is, some objective, widely recognized criteria. Finally, the nothing standard denotes the situation where consumers form a dis satisfaction feeling without cognition.
The coverage by necessity is partial. We grouped satisfaction models into either a macro level or a micro level to simplify our presentation. Logically speaking, the macro-models subsume the micro-models, and overlap in concepts should occur. Other analysts may well approach the conceptualization of these models in an entirely different manner, a literature review and critique on customer satisfaction.
An analyst who plans to do a customer satisfaction study could benefit from consulting the insightful works as well as the works previously cited. The mountain of information that the analyst can review may consume a huge chunk in time and effort, but the benefits of understanding customer satisfaction models may pay commensurate dividends in useful analyses in the future.
At the very least, use of the above material will supply a basic footing in any effort to understand customer satisfaction.
References [1]. Akan, a literature review and critique on customer satisfaction, P. Dimensions of service quality: a study in Istanbul. Managing Service Quality, 6 : Atkinson, A. Answering the eternal question: what does the customer want? The Cornell Hotel and Restaurant Administration Quarterly, 2 : Barsky, J.
A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 3 : Bitner, M.
Dissertation Critical analysis in the literature review
, time: 13:09A Literature Review and Critique on Customer Satisfaction Example | GraduateWay
Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. In Apr 30, · A Literature Review and Critique on Customer Satisfaction. Topics: Concept, Marketing, Model Pages: 9 ( words) Published: April 30, A Literature Review and Critique on Customer Satisfaction. LIU Huiqun1, ZHAO Xin2 1. School of Economics, Tianjin University of Commerce, Tianjin, China, 2. Department of Economics and Management, Dezhou Jan 21, · Customer Satisfaction: A Literature Review There is a great paradigm shift in the contemporary business environment and this intermarried with the day-to-day economic conditions that various businesses are subjected to; it becomes very essential for every business to explore the aspect of customer satisfaction thoroughly as an important aspect and process of business survival and growth
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