Dr.K.

Baranidharan

Present by

T OTAL Q UALITY
TQM M ANAGEMENT

17 August 2013

CUSTOMER SATISFACTION
Presented by

Dr.K.Baranidharan

Customer satisfaction
an expression of dissatisfaction on a consumers behalf to a responsible party Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services
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CUSTOMER SATISFACTION
The most important asset of any organization is its customers Satisfied customers pay their bills promptly which greatly improves cash flow the lifeblood of any organization

ORGANIZATIONAL HIERARCHIAL DIAGRAM

CUSTOMER SATISFACTION
Customers experience of a product or a service is multifaceted so hard to determine

It needs to be measured individually to get an accurate total picture of customer satisfaction

CUSTOMER SATISFACTION
Customer satisfaction should not be viewed in a vacuum. For example, a customer may be satisfied with a product or service and therefore rate the product or service highly in a survey and yet same customer may buy another product.
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CUSTOMER SATISFACTION

Similarly customers view about a product or service are useless if customers view about competitors products are not understood.
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CUSTOMER SATISFACTION

The value customers places on the product compared to another may be a better indication of customer loyalty.
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Factors Influencing Customer Satisfaction

Product quality Service quality Price Specific product or service features Consumer emotions Attributions for service success or failure Perceptions of equity or fairness Other consumers, family members, and coworkers Personal factors Situational factors
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TYPES OF CUSTOMER
Internal Customer: Inside the company are called internal customers. Example: department, management, staff, ervery person in a process is considered as a customer of the preceding operations.
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External Customer: outside the company are called external customers. Who uses the product or services Who purchases the product or services Who influences the sale of the product or services.
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 1.purchaser (any one) 2.end user/ultimate customer (finally benefits from the product) 3.merchants (realer, wholesalers, agent, distributor, brokers) 4.processors (use the product out/input parts) 5.suppliers (who provide input (raw materials) 6.potential customers (not currently using the product but capable of becoming customers) 7.hidden customers (great influence over the product design, )
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Dr.K.Baranidharan
THANK YOU