To study the above specified objectives, first attempt was made to identify the values attached to the product television. Pre-test two was conducted with a sample size of thirty to standardize the questionnaire contains a list of 28 attributes relating to the product, television. The respondents were asked to indicate the level of importance attached to each attribute.
The second part of the questionnaire was intended to measure the expectation level of values identified by the pre-test I and the third part relating to the experience level of these values.
Corn-bach alpha was used to measure the reliability of the questionnaire. The alpha value reflected the high degree of internal consistency. With certain deletion of listed values the questionnaire was finalized for further study.
Sampling Design
The sample for the study was drawn from Annamalainagar by taking a random sample of 100 respondents, 79 were found to be fit for further analysis.
Tools for Analysis
The generated data had been duly analysed using the statistical tools viz., factor analysis, rank correction test for agreement, ANOVA and ‘t’-test.
Monday, January 19, 2009
Friday, January 16, 2009
Customer Satisfaction-1
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.
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.
Monday, January 12, 2009
Customer Satisfaction
We have discussed on so many factors related to business like marketing, management, product management etc…. Today we are going to discuss on customer satisfaction which is most important factor of any small business and organization. We will talk some features related to customer satisfaction which can help us to provide more satisfaction to out customer.
The Base for Customer Acquisition and Retention
A product is a bundle of values. The values may be comfort, safety, pride, economy etc. Each product may offer a combination of some values. The values priority may vary from individual to individual. Even for an individual the values priority may vary from product to product. Further, priority of values varies based on the situation.
Application
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.
The Base for Customer Acquisition and Retention
A product is a bundle of values. The values may be comfort, safety, pride, economy etc. Each product may offer a combination of some values. The values priority may vary from individual to individual. Even for an individual the values priority may vary from product to product. Further, priority of values varies based on the situation.
Application
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.
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