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customer satisfaction

Customer satisfaction - Customer perception of the degree to which their needs were met. Satisfaction can be felt as a reward by the process of good decision taken by the customer ( Piqueras , 2003:3) and on the other hand can serve as reinforcement for the client to re- use the products / services company in question ( Huete , 1998; Skogland and Siguaw , 2004) . Customers who are satisfied with

purchase / acquisition of a product / service are more likely to return to use the products / services of this company ( Skogland and Siguaw , 2004) . This means that the satisfaction

customer has importance in fostering future business for

company , for example , customers who are satisfied with a product

distinctive and enduring can convey their satisfaction , it may also function as positive means of expanding the customer base of the company . Companies should be able to guide their activities to the market to get the satisfaction of their customers , knowing and evaluating both the possible discontent arising from activities related to the provision in order to achieve steady growth , based on a global knowledge

which will help the overall satisfaction.

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