Zeithaml & Bitner (2003: 85) states that:
"Service quality is a focused evaluation that reflects the customer's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors
Service quality affects customer satisfaction by providing performance (real benefits). For example, if consumers believe they have entered the McDonald's restaurant, they will get food, service, high quality everywhere the same, no matter the location of the restaurant, put forward by Millend M Lele (1995: 126).
"The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and re-creation of customer loyalty, and form a recommendation by word of mouth that can benefit the company" (Fandi Tjiptono, 1997: 24)
"Service quality is a focused evaluation that reflects the customer's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors
Service quality affects customer satisfaction by providing performance (real benefits). For example, if consumers believe they have entered the McDonald's restaurant, they will get food, service, high quality everywhere the same, no matter the location of the restaurant, put forward by Millend M Lele (1995: 126).
"The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and re-creation of customer loyalty, and form a recommendation by word of mouth that can benefit the company" (Fandi Tjiptono, 1997: 24)
Related Post:
Marketing
- More About Mass Selling
- Consumer Purchasing Decisions according to Eitzel et al (1997: 111)
- Four Forms of Promotion
- Definition of Personal Selling
- Definition of Direct Marketing
- Definition of Marketing & Service
- Advertising Methods - All About Internet Advertising Methods
- The Best Tactics: Low cost advanced website traffic tactics for everyone
Economy
- Assessment of Public Bureaucracies Performance
- The Eight Es Of Empowerment : Stewart (1994:63-73)
- Understanding Competence
- Benefits of Cleaner Production Application
- The Principles of Clean Production
- BUSINESS SHARIA - ISLAMIC BUSINESS
- More About Mass Selling
- Consumer Purchasing Decisions according to Eitzel et al (1997: 111)
- Definition of Asset Liability Management
- List of 100 Companies that will survive 100 years
- Product Level
- Consumer Loyalty Level - become a loyal customer
- Definition of Return on Assets (ROA) & Return on Total Assets
- Destination of Incentive System
- Types of Incentive System According to Werther and Davis.
- Financial Sustainability Ratio
- The research of Regional Original Income (PAD) in the frame work territory autonomy implementation
0 comments:
Post a Comment
Disclaimer :
I can not guarantee that the information on my blog is 100% correct..
Don't Forget!Leave Comment Here NO SPAM PLEASE!!