It is necessary to satisfy the expectation levels of different values and identify whether there is any gap between expectation and experience of such values. If needed action plan to fill the gap is to be taken to satisfy the customers. Satisfaction of a customer is the base of retaining the customers and helps to acquire new customers. Customer data management and data updating which leads towards customer satisfaction is most important part of customer relationship management software.
Expectation (E1) and Experience (E2) value
To retain the customers, it is highly important to verify how far these perceived values are satisfied. By nature, customers tend to compare the actual experience with their expectation based on the benefits they derive, while using the product. If the expectation is higher than the experience (E1 > E2) it is said to be negative disconfirmation, if the expectation is equal to the experience it is confirmation (E1 = E2); and if the expectation is less than the experience, it is said to be positive disconfirmation (E1 < E2). Negative disconfirmation leads the dissatisfaction to satisfaction.
Objectives
The main objectives of the study are:
1. To measure the level of expectations of values
2. To measure the experience level of the values
3. To identify whether there is any significant difference between the values expected and experienced.
Friday, January 16, 2009
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2 comments:
I'll take these into consideration. I've been looking for the many uses of data management systems. There was a time that I thought customer relationship management is somehow related to data management, in a way that the records about customers and their transactions are kept in some kind of data bank. I hope that your research has shown good results.
According to some, data management can help in a lot of stuff. Generally, it means that you get to keep very important data and access it with just a click. You can also have that data protected from any form of modification. I guess that's why it's used in systems such as an accreditation management system, digital libraries, and online catalogs.
Although I admit that customer satisfaction is hard to achieve, it's not impossible. Just simply adhere to the standards in management and you'll be fine. A CRM software really does help. If you get a chance, research more into this. It would do a business a world of good.
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