Customer satisfaction is determined by the quality and price of the products desired by the customer, as stated by Bei and Chiao (2001) that “Consider product quality and price as the foundation to build up consumer satisfaction”, while Khan and Ahmed (2012) said that ” product quality is a critical determinant of consumer satisfaction “. Moreover, Ehsani and Ehsani (2015) concluded that “price can be used as a resource to increase both profit and customer satisfaction”. Other factors that affect customer satisfaction is customer value, as proposed by Ma and Ding (2010) “customer value delivery can satisfy customer demand, make the customer satisfied”. Similarly, Sugiarti et al. (2013) indicated that “better customer value as Compared to what the competitors will deliver a make customers feel satisfied and in turn will drive him to be loyal”. Based on several expert opinions above, it can be seen that product quality, price, and customer value can affect customer satisfaction.
Customer satisfaction, for years has been less of a concept and more of an event you gave a customer a product or service, they paid you money, and everyone was satisfied with the result. And yet, for the past few decades it has morphed into something broader, more fluid, and much more elusive. Today, marketers and business owners generally define customer satisfaction as a measurement of how well a product or service meets up to or surpasses the customer’s expectations. This modern concept of customer satisfaction first emerged as a core consideration of marketing in the 1950’s, but over the decades it has steadily grown in importance, before reaching its current peak. Arguably the sharpest incline in the importance of customer satisfaction occurred when social media became mainstream. Nowadays, customers will post, share, or tweet their satisfaction (or dissatisfaction) regarding any given product or service, and it has the potential to directly affect the business.
How customers perceive a certain price, in which the high-low price of a product can be a significant effect on a customer intention to purchase the product. Customer will give an attention to the price paid by other customers, no one is happy to pay more cash compared to other customers. The fairness of the price will influence the perception of the customers and it ultimately will influence their willingness to become a customer.
For toothpaste products, the price is the amount of money that is taken out for a toothpaste; customer value that is exchanged to get the benefit from the ownership or use of a toothpaste. Kotler and Keller (2012) and Kusdiyah (2012) defined price as something that can be measured which consists of several indicators, such as the affordable price, the fair price, discounted price, competitor price, and price suitability.
Improve customer satisfaction regardless of industry.
Listen to customers.
In order to give customers what they want, you have to know what they want. Customers are more vocal than ever 65 percent of customers are likely to speak negatively about their customer service experience. This is something that affects both a business and a brand. Luckily, keeping tuned in to what people are saying is easier than ever. Using modern customer service tools, companies are able to track social conversations and address concerns immediately.
That tracking becomes important when it comes to avoiding crises, or even simply reaching out to customers in a positive way. Using the right tools you can create a customer service culture that is proactive, rather than reactive.
Practice honesty and manage expectations in marketing.
One of the biggest sources of customer dissatisfaction is when a service or product does not match up to the customer’s expectations. Marketing efforts should be carefully crafted so that nothing is promised that cannot be met.
Understand your customers.
People are unique, and understanding them on a personal level is the key to unlocking customer satisfaction. Of course, it is impossible for your marketing team and customer service reps to understand each individual with whom they interact, but through collecting and utilizing data, they can better understand their needs and wants, and address them accordingly.
A lot of this comes down to using the right tools. Indeed, perhaps the most important step forward in recent years regarding how to improve customer satisfaction, has been the emergence of cloud-based customer support platforms.
Improve customer satisfaction.
Self service: Over 90 percent of consumers now expect a brand or organization to offer a self-service customer support portal. This kind of app benefits both businesses and customers, by empowering them to help themselves.
Cohesive communication across departments: By working with other Salesforce apps, such as marketing and sales, Desk can provide a full view of each customer and make sure that nothing and no one is lost in transition.
Customer journey: As mentioned, the modern customer is looking for a personalized, unified 1-to-1 journey. They want a perfect blend of the digital and physical. For example, when someone buys something in a brick-and-mortar store, they can go home and use their app to answer any questions that they have about the product, receiving the same answers as they would in person. This works in the other direction as well, with services such as “click and collect.”
Manage productivity: It also includes agent productivity tools to help with organization and time management.
Analyze customer information: Through collecting and analyzing customer data, companies are able to make customer service proactive, rather than reactive. This prevents most common customer service issues.