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Advanced Social humanities and Mangement 3(2) 2016:112 www.pdjour.comA LITERATURE REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION Akram Jashireh Department of Management and Accounting, College.

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5 Levels of Customer Satisfaction Not Satisfied. It is pretty simple. ... Slightly Satisfied. A slightly satisfied customer may have some expectations that are being met but others are not. ... Satisfied. A satisfied customer is one who gets what they expect. ... Very Satisfied. ... Extremely Satisfied.

The 4 key metrics of customer satisfaction are: Customer loyalty. Customer retention. Customer churn rate. Customer lifetime value.

The literature review is about customer expectations, customer perceptions and customer satisfaction and their association with the services they receive. Business that is operating in a long-term period is because of the ability to maintain loyalty customers to their brand.

Thomassen's Customer Satisfaction Model In his satisfaction model (Fig. 1), Thomassen shows that word-of-mouth, personal needs, past experiences, and marketing and public relations determine customers' needs and expectations.

Factors that Influence Customer Satisfaction Accessibility. Empathy. Language. Response Time. Convenience. Choices. Simplicity. Quality.

The three Cs of customer satisfaction: Consistency, consistency, consistency. It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it's difficult to get right and requires top-leadership attention.

When collecting responses, ask consumers how satisfied they are with your offering or service – with one being highly unsatisfied and the top number of the scale being highly satisfied. Calculate the customer satisfaction score by adding the sum of all responses and dividing it by the number of all respondents.

The Four Levels of Customer Satisfaction Level One: Meeting Customer Expectations. Level Two: Surpassing Customer Expectations. Level Three: Delighting your Customers. Level Four: Amazing your Customers.

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© Copyright 1997-2025
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Form Packages
Adoption
Bankruptcy
Contractors
Divorce
Home Sales
Employment
Identity Theft
Incorporation
Landlord Tenant
Living Trust
Name Change
Personal Planning
Small Business
Wills & Estates
Packages A-Z
Form Categories
Affidavits
Bankruptcy
Bill of Sale
Corporate - LLC
Divorce
Employment
Identity Theft
Internet Technology
Landlord Tenant
Living Wills
Name Change
Power of Attorney
Real Estate
Small Estates
Wills
All Forms
Forms A-Z
Form Library
Customer Service
Terms of Service
Content Takedown Policy
About Us
Blog
Affiliates
Contact Us
Privacy Notice
Delete My Account
Site Map
Industries
Forms in Spanish
Localized Forms
State-specific Forms
Forms Kit
Legal Guides
Real Estate Handbook
All Guides
Prepared for You
Notarize
Incorporation services
Our Customers
For Consumers
For Small Business
For Attorneys
Our Sites
US Legal Forms
USLegal
FormsPass
pdfFiller
signNow
airSlate workflows
DocHub
Instapage
Social Media
Call us now toll free:
1-877-389-0141
As seen in:
  • USA Today logo picture
  • CBC News logo picture
  • LA Times logo picture
  • The Washington Post logo picture
  • AP logo picture
  • Forbes logo picture
© Copyright 1997-2025
airSlate Legal Forms, Inc.
3720 Flowood Dr, Flowood, Mississippi 39232