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The Not-So-Straight-Forward Relationship Between Customer Satisfaction, Loyalty and Profitability |
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| รหัสดีโอไอ | |
| Creator | Roger J. Baran |
| Title | The Not-So-Straight-Forward Relationship Between Customer Satisfaction, Loyalty and Profitability |
| Publisher | Asian Forum on Business Education (AFBE) |
| Publication Year | 2557 |
| Journal Title | AFBE Journal |
| Journal Vol. | 7 |
| Journal No. | 2 |
| Page no. | 172 |
| Keyword | Customer Satisfaction,Loyalty,Profitability |
| ISSN | 2071-7873 |
| Abstract | Check out of your hotel and you'll soon be sent an electronic questionnaire asking for your satisfaction ratings of the hotel's various services. While having a meal at a restaurant you'll often see a card-questionnaire on the table asking for your satisfaction with the meal and service. Call up the telephone company regarding a telephone issue and you'll be asked to stay on the line an extra minute to respond to several questions regarding your satisfaction with the service. Visit a doctor and, before you leave, there are some questions they'd like to get your responses to regarding your satisfaction with the visit. Most companies recognize that in order to maintain high levels of customer satisfaction they must maintain and deliver high-quality products and services. But will providing high levels of measurable satisfaction ensure that companies create a coterie of loyal customers, and will this in turn increase company profitability? This paper investigates the links in the Customer-Company Profit Chain beginning with the construct of "satisfaction," a construct that has become a feature of everyone's daily life. |
