Customer satisfaction towards company's performance at Scientex Heights Sdn Bhd / Nurul Alia Khasnan

• Main Author: Khasnan, Nurul Alia
• Format: Student Project
• Language: English
• Published: 2010
• Subjects: Organizational effectiveness. Performance measurement; Consumer satisfaction
• Online Access: http://ir.uitm.edu.my/id/eprint/30377/1/30377.pdf; http://ir.uitm.edu.my/id/eprint/30377/

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. 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 factors the customer, such as other products against which the customer can compare the organization's products. The purpose of this research is to study the customer satisfaction towards company service performance. This study is to better understand the customer satisfaction that can influence company performance in the future. This research is hoped to enhance the company performance in terms to give the best service to their customers and also to the potential customers. Customer satisfaction influence the product attributes, customer services and salesperson or sales representative and that variance across people in these satisfaction will influence what type of product attributes, level of customer services performance and the factors salesperson has to enhance their skills.