Customer satisfaction dimensions
Encyclopedia
One of the indicators of a company
’s health, customer satisfaction
, can be found through market analysis
. Satisfied customers usually lead to more sales
and profit, making it a strong indicator of company performance. Kekre, Krishnan, and Srinivasan conducted as study with focus groups and over 2500 responses from a questionnaire to discover what factors customers drive their satisfaction for software products. They analyzed the results to develop seven dimensions of customer satisfaction for product software:
If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. 1995 After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive.
Corporation
A corporation is created under the laws of a state as a separate legal entity that has privileges and liabilities that are distinct from those of its members. There are many different forms of corporations, most of which are used to conduct business. Early corporations were established by charter...
’s health, customer satisfaction
Customer satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation...
, can be found through market analysis
Market analysis
A market analysis studies the attractiveness and the dynamics of a special market within a special industry. It is part of the industry analysis and this in turn of the global environmental analysis. Through all these analyses the chances, strengths, weaknesses and risks of a company can be...
. Satisfied customers usually lead to more sales
Sales
A sale is the act of selling a product or service in return for money or other compensation. It is an act of completion of a commercial activity....
and profit, making it a strong indicator of company performance. Kekre, Krishnan, and Srinivasan conducted as study with focus groups and over 2500 responses from a questionnaire to discover what factors customers drive their satisfaction for software products. They analyzed the results to develop seven dimensions of customer satisfaction for product software:
- Capability
- Usability
- Performance
- Reliability
- Installability
- Maintainability
- Documentation
If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. 1995 After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive.