Customer perception

Perception means to take information about the enviournment.is called perception. (For example when a

customer purchase the product so what customer perceive about the product).

perception may also be positive and negative.

Satisfaction vs service quality

Satisfaction depends the service quality. if customer can satisfy about the

product services so it take satisfaction .satisfaction depend the the

product Reliability, product quality,price,and situation factor such

as weather condition.

Customer satisfation

Satisfaction is the consumer fulfillment response. It is a judgment that a

product and service feature, provide a pleasurable level of consumption

related fulfillment.satisfation is the customer evaluation of a product and

service in term of whether that product or service has met the customer need

and expectation.

What determines customer satisfation.

Satisfaction can be base on the following things.

(1).product and services qualityProduct and services quality can also

provide satisfaction to the customer. If feature and services can fulfill the need

and wants of the customer.

(2)

Consumer emotion can also affect their perception of satisfaction with

product and service. For example mood state.

Service quality

Service quality is a critical element of customer perception. In the case of excellent services quality customer

can perceive it positive, or in the case of negative perception customer can

be switch off, and turn to the competitor product.

Dimension of service quality(1)Reliability

To perform the promised service accurately.

(2)Responsiveness.Willingness to help customer and

provide service to customer.(3)assuranse.

Employee knowledge and its ability to inspire trust and confidence.

Con……….

(4)TangiblesProvide physical facility equipment.

(5)EmpathyCarring,individual attention given to customer.

Service encounters

Service encounter can build customer perception. For which customer interacts with service firm. For example services encounter that hotel customer

experience are checking into the hotel, being taken to a room, also eating a restaurant food.)so all

these services can encounter by customer to satisfy our self and also willingness to do business with

organization again.

Types of services encounter

(1)Remote encounterRemote encounter means when customer can

take services without any direct human contact(such as when a customer interact with a

bank through the ATM system

(2)

Phone encounterMany organization can used

telecommunication system to encounter customer perception such organization as

manufacturing companies as well as insurance company.

(3)Face to face encounter

Face to face encounter means that employee and customer can meet directly. such as

patients and doctor.

THE END OF THE CHAPTER