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    Customer Satisfaction Is The Overall Ex

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    Maggie Wa Magu
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    Customer Satisfaction Is The Overall Ex

    Uploaded by

    Maggie Wa Magu
    3 views1 page
    revision notes

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    Customer satisfaction is the overall ex

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    3 views1 page

    Customer Satisfaction Is The Overall Ex

    Uploaded by

    Maggie Wa Magu
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    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 1

    Customer satisfaction is the overall ex-post assessment of a product or service after it has been

    used (Yusheng & Ibrahim, (2019). Customer satisfaction is a critical aspect for any business
    organization, particularly in the ICT industry where customers depend on IT for their operations.
    According to Putri & Astuti, 2017, customer satisfaction can be positively affected by service
    quality. service quality is determined by reliability, response time and elimination of the specific
    challenge by the service provider and level of interaction thereafter for value generation to build
    trust (Haensel & Hofmann, 2018). Product quality is the sum of a product's or service's traits and
    qualities that are based on its capacity to satisfy expressed or implicit needs (Fulasia, 2021).
    Akhter (2014) opines that customer loyalty must go hand in hand with customer satisfaction.
    Customer satisfaction is major step in getting another opportunity to service a customer.

    YuSheng, K. and Ibrahim, M. (2019), “Service innovation, service delivery and customer satisfaction and
    loyalty in the banking sector of Ghana”, International Journal of Bank Marketing, Vol. 37 No. 5, pp. 1215-
    1233.

    Akhtar, N., Latif, M., Qurat, U. A., & Ashraf, A. (2016). The impact of service quality, customer
    satisfaction and loyalty programs on customer’s loyalty. International Review of Management and
    Business Research, 5(3), 52–68.

    Fulasia, P. A., & Otinga, H. (2021). Influence of customer retention strategies on customer loyalty among
    commercial banks in Kenya: A case of Equity Bank branches in Nairobi County, Kenya. The Strategic
    Journal of Business & Change Management, 8 (1), 878 – 898

    Haensel, M. and Hofmann, E. (2018), “An integrative approach for the purchasing and evaluation of
    business services from a buyer’s perspective”, Journal of Business & Industrial Marketing, Vol. 33 No. 8,
    pp. 1187-1200, doi: 10.1108/JBIM-05-2017-0112.

    Putri, A., & Astuti, S. R. (2017). The factors affecting satisfaction and its impact on the customer
    purchasing intention: Study in the Blends Pasta & Chocolate at branch Unika Semarang. Diponegoro
    Journal of Management, 6(2), 73–82. https:// ejournal3.undip.ac.id/index.php/djom/article/view/17481

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