Our writers can help get your essay back on track, take a look at our services to learn more about how we can help. Essay writing service essay marking service place an order in today's competitive market, there is no business or any company can survive without having satisfied customers. Form the definition of kotler 20 , customers satisfaction is considered as the feelings of pleasure or disappointment caused by the products or services received and their perception towards the products and services received and also the comparison of what they expect and what they actually get through the products and services. On the other hand, hoyer and macinnis 2001 said that satisfaction can directly related to the feelings to accept, happy, relief, excitement, disappointment, surprise, delight and joy. Findings from recent studies conducted by the technical assistance research program tarp , a federal government sponsored program, support this statement: 96% of consumers who experience a problem with a small ticket product small packaged goods for example do not complain to the manufacturer.

45% of consumers who experience a problem with a small ticket service cable television or local telephone service for example do not complain. Only 27% of unhappy consumers of large ticket durable products automobiles or computer for example do not complain. 37% of unhappy consumers of large ticket services insurance or loans for example do not complain. In more detail, dissatisfied customers with small problem would share their experiences with 10 people in average while those with large problem with share their experiences with 16 people. On the other hand, each customer whose small problem is resolved satisfactorily is expected to share with 5 people while customers having their large problem resolved are expected to tell 8 people. Clark 1997 said that customer satisfaction remains as a potential tool and the most powerful weapons which are used to enhance strategic advantage for survival in the competitive market.

It can be used as a strategic plan in outclassing most competitors by understanding the factors that impact on customers and their degree of satisfaction. On the other hand, it is not enough by having only satisfied customers to increase the loyalty of customers and keep their satisfaction highest at all times, companies need to have extremely satisfied customers to prove that they are the top among competitors in the market. Hokanson 1995 summarizes the factors that affect customer satisfaction in the figure below: dissertation statistical service quality and customer satisfaction students are searching: write my paper for me more than ever before.

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Service quality and customer satisfaction adapted from bateson amp hoffman 19 7 while talking about business, it is not easy to establish this thinking but. .dissertation on service quality and customer satisfaction dissertation on service quality and customer satisfactionrelationship between service quality and customer satisfaction. Dissertation on service quality and customer satisfaction students are searching: write my paper for me more than ever before. Its has been noted that emotions are present in the pre purchase, purchase and post purchase phase of all interactions. The post purchase phase actually serves as input for the next pre purchase phase. This actually makes all interactions a continuous cycle liljander and strandvik, 1996 thereby making every interaction equally important.

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It is the employees job to insure that the customers experience is a positive one. This positive experience will influence their overall level of satisfaction, generating customer loyalty and ultimately greater profits. The studies examined utilized different study methods in order to determine how customers emotions affect their level of satisfaction before, during, and after any service encounter.