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Literature Review On Customer Satisfaction


LITERATURE REVIEW: CUSTOMER SATISFACTION AND QUALITY SERVICES 3 would be incomplete. Therefore, this review explains the reliability and how it helps fitness industry based on the framework. 2.1 Relationship between GUARANTEE and ASSURANCE Guarantee and assurance bear positive relationship in the hospitality industry.


  • Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." Customers play an important role and are essential in keeping a product or service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction and build customer loyalty.

  • "Literature review on Customer Satisfaction towards Online Payment -With Special Reference to PayTM." Authors: Gaurav Gawade Sinhgad Technical Education Society Abstract India's Information...

  • 4 Conclusion This paper has covered a vast pool of marketing research in customer satisfaction. The coverage by necessity is partial. We grouped satisfaction models into either a macro level or a micro level to simplify our presentation. Logically speaking, the macro-models subsume the micro-models, and overlap in concepts should occur.

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