Difference between revisions of "Customer satisfaction"
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According to [[Juran's Quality Handbook by Defeo (7th edition)]], | According to [[Juran's Quality Handbook by Defeo (7th edition)]], | ||
:[[Customer satisfaction]]. Customer’s positive perception of the degree to which the customer’s requirements have been fulfilled. | :[[Customer satisfaction]]. Customer’s positive perception of the degree to which the customer’s requirements have been fulfilled. | ||
| + | According to the [[Marketing Communications by Fill (5th edition)]], | ||
| + | :[[Customer satisfaction]]. A position reached when the provision of goods or services meet or exceed a customer's pre-purchase expectations of quality and service. | ||
| − | [[Category: Quality Management]][[Category: Articles]] | + | |
| + | [[Category: Quality Management]][[Category: Articles]][[Category: Marketing Management]] | ||
Latest revision as of 21:04, 12 July 2020
Customer satisfaction is customer’s positive perception of the degree to which the customer’s requirements have been fulfilled.
Definition
According to Juran's Quality Handbook by Defeo (7th edition),
- Customer satisfaction. Customer’s positive perception of the degree to which the customer’s requirements have been fulfilled.
According to the Marketing Communications by Fill (5th edition),
- Customer satisfaction. A position reached when the provision of goods or services meet or exceed a customer's pre-purchase expectations of quality and service.
