Factors of customer satisfaction on services

• Journal: Global Academic Society Journal: Social Science Insight, Vol. 4, No. 12, year 2011, pp. 4-13.
• Author(s): Lina Gegeckaitė
• Category: Social Science Insight I
• Keywords: customer satisfaction, service, organization

Abstract

Today customer satisfaction is widely discussing and analyzing because all organizations want that their customers would be satisfied and fascinated. Numerous theoretical and empirical studies show a positive relationship between customer satisfaction and plenty of factors that influence that. Moreover, not all organizations, their staff and managers know how to achieve the key driver – customer satisfaction. So this paper takes a look how many of scientists describe the concept of customer satisfaction, and which factors this conception contains the most. Finally, other purpose of this paper is to present why customer satisfaction is so important goal for each organization at the present when the competition is strong and everlasting and despite this fact all want to round up more satisfied customers as far as possible.