Related literature about customer satisfaction

Etymology[ edit ] The word patient originally meant 'one who suffers'. Outpatients and inpatients[ edit ] An outpatient or out-patient is a patient who is hospitalized for less than 24 hours. Even if the patient will not be formally admitted with a note as an outpatient, they are still registered, and the provider will usually give a note explaining the reason for the service, procedure, scan, or surgerywhich should include the names and titles and IDs of the participating personnel, the patient's name and date of birth and ID and signature of informed consent, estimated pre- and post-service time for a history and exam before and afterany anesthesia or medications needed, and estimated time of discharge absent any further complications.

Related literature about customer satisfaction

Customer satisfaction literature review | QCOSS Community Door

Purpose[ edit ] A business ideally is Related literature about customer satisfaction seeking feedback to improve customer satisfaction.

Their principal use is twofold: Much research has focused on the relationship between customer satisfaction and retention.

Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. A second important metric related to satisfaction is willingness to recommend.

Related literature about customer satisfaction

This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends. This can be a powerful marketing advantage.

Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction.

The considerations extend from psychological to physical and from normative to positive aspects. However, in most of the cases the consideration is focused on two basic constructs as customers expectations prior to purchase or use of a product and his relative perception of the performance of that product after using it.

Expectations of a customer on a product tell us his anticipated performance for that product. As it is suggested in the literature, consumers may have various "types" of expectations when forming opinions about a product's anticipated performance.

For example, four types of expectations are identified by Miller While, Day indicated among expectations, the ones that are about the costs, the product nature, the efforts in obtaining benefits and lastly expectations of social values. Perceived product performance is considered as an important construct due to its ability to allow making comparisons with the expectations.

It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and Miller and Olson and Dover designed their researches as to manipulate actual product performance, and their aim was to find out how perceived performance ratings were influenced by expectations.

These studies took out the discussions about explaining the differences between expectations and perceived performance. Within a dynamic perspective, customer satisfaction can evolve over time as customers repeatedly use a product or interact with a service.

The satisfaction experienced with each interaction transactional satisfaction can influence the overall, cumulative satisfaction. Scholars showed that it is not just overall customer satisfaction, but also customer loyalty that evolves over time.

It is negatively confirmed when a product performs more poorly than expected. There are four constructs to describe the traditional disconfirmation paradigm mentioned as expectations, performance, disconfirmation and satisfaction.

In operation, satisfaction is somehow similar to attitude as it can be evaluated as the sum of satisfactions with some features of a product. Churchill and Suprenant inevaluated various studies in the literature and formed an overview of Disconfirmation process in the following figure: It can be, and often is, measured along various dimensions.

A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on.

Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product Batra and Athola The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate.

The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Related literature about customer satisfaction

Work done by Parasuraman, Zeithaml and Berry Leonard L [11] between and provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.

The usual measures of customer satisfaction involve a survey [12] using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of performance of the organization being measured.WHITE PAPER – FEBRUARY Employee Satisfaction & Customer Satisfaction: Is There a Relationship?

By Caterina C. Bulgarella, Ph.D, GuideStar Research Analyst. While I present two distinct customer loyalty measurement approaches, there are likely gradients of the subjective measurement pfmlures.com one end of the subjective continuum, ratings are more perceptually based (what is typically used today) and, on the other end of the subjective continuum, ratings are more behaviorally based that more closely approximate the objective measurement approach.

While I present two distinct customer loyalty measurement approaches, there are likely gradients of the subjective measurement pfmlures.com one end of the subjective continuum, ratings are more perceptually based (what is typically used today) and, on the other end of the subjective continuum, ratings are more behaviorally based that more closely approximate the objective measurement approach.

service quality and customer satisfaction: antecedents of customer’s re-patronage intentions yap sheau fen a kew mei lian kdu college abstract.

The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. kumbhar v. m. factors affecting the customer satisfaction in e-banking: some evidences form indian banks management research and practice vol.

3 issue 4 () pp:

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