1.
Kalpesh J. Purohit
– Dept. Of Commerce And Business Mgt., The M.s. University Of Baroda, Vadodara (1&3- Faculty
2.
Parimal H. Vyas
– 2- Hod)
3.
Madhusudan N. Pandya
– Dept. Of Commerce And Business Mgt., The M.s. University Of Baroda, Vadodara (1&3- Faculty; 2- Hod)
Abstract
Satisfaction is a persons feeling of pleasure
or disappointment resulting from comparing a
products perceived performance or outcome in
relation to his or her expectations. Whether the
customer is satisfied after purchase/buying or not
depends on the products or service performance in
relation to the buyers expectations. It implies that
satisfaction is a function of perceived performance
and expectations. If the performance falls short of
expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer
is satisfied. If the performance exceeds the
expectations, the customer is highly satisfied or
delighted. Those who is highly satisfied are much
less ready to switch. High satisfaction or delight
creates an emotional bond with the brand or services,
not just a rational preference (Philip Kotler, 2000).
Customer satisfaction is the extent to which
a firm fulfills a customers needs, desires and
expectations. A customer is likely to be more satisfied
when the delivered customer value is higher than its
total customer cost. Since, delivery of desired
customer satisfaction coupled with superior customer
value is an essence of businesses and marketers,
marketing effectiveness need to be critically
measured in terms of how well a given offering
satisfies identified need and want of a customer in
a superior, creative and most important an innovative
way on a continuing basis (William D. Perreault,
2002).
Keywords Satisfaction, Customers Satisfaction, Indian Post, Indian Postal Services.
