G-2016-0308

Part III
Questions:
Just exactly how must firms commit themselves to the concept of customer satisfaction? State
and discuss the principle behind it? How must they go about operationalizing a concept that is
both intangible and philosophical? Can such a concept be indeed actualized? Explain.
The concept of customer satisfaction being applied by the business giants such as Wal-
Mart of United States and Matsushita of Japan must also be adopted by other firms that they will
not only think of gaining more profits but will focus on how they will be able to make their
customers satisfied and contented with their product or services. It is through this principle that a
certain business will last long because of how they create impact to their customers, how they
provide the needs and wants, and how they create ways that will make their customers stay loyal
to them. It is important that a business should know their target market and offer them what they
need. Customer Satisfaction will only be realized if the business will have a great connection
with their customers such as asking them through surveys, feedback forms should also be freely
given to them and through that the business will be able to know if they are giving the best
quality product or services to their customers.
The business should operationalize such concept that is both intangible and philosophical
to maintain their status in the market. One of the important things that the business should adopt
is having and maintaining the customer’s satisfaction and loyalty, these are the things that should
be always considered and will not be disregarded especially nowadays that social media is
always being used in expressing opinions and views. It is important that the product or services
being offered should be worth the cost that the customers will be spent.
The role of the business should not only be limited in gaining profit, increase of sales,
maximizing market share but should focus also in the ethical and immaterial matters such as the
benefits that their customers can get. It is through this principle that one business will succeed
more with their goals if they know how to make their customers more satisfied and contented.
Part IV
Questions:
Why “advertising” is is called “awareness builder” of business? How important is the role of
advertising in creating the image between the brand and customer relationship? Why is the trust
regarded as the primary construct in the generation of “brand loyalty”? Explain.

Advertising is called awareness builder of business because it is through advertising that

the customers will be able to know about the features and what their product or services can offer
to them. In the business, it is important that the sellers should make innovative and creative ways
in introducing their product or services to their target market.
The role of advertising is important in creating the image between the brand and
customer relationship in a way that will serve as the bridge in presenting the brand to the
customers such as promotion, direct selling, tradeshows and other events. It is important that the
business should think of innovative ways of advertising their brand so that they may attract more
customers and in that way they will be able to maximize their market share.
Trust is considered as primary construct in the generation of brand loyalty because it is
through gaining trust that the business will be able to maintain its customers. They can only
achieve that if they are consistent in giving the customers satisfaction in their products or
services. Customers will always patronize a certain brand if it will give them what they need and
if it is worth the cost that they spent. It is really important that the business should be consistent
with the quality of the product or services that they offered in the market so that they will be able
to get the loyalty of their customers. Nowadays, it is difficult to get the trust of target customers
because of the competition with the other seller that’s why businesses should be innovative and
creative enough in promoting their product or services. It is also important that the marketing
strategy of the business will not only end on promoting awareness to their customers but also in
keeping them and continue giving them the satisfaction that they want.