Customer Satisfaction Concepts

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Satisfaction

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Derived from the Latin satis (good enough, sufficient) and facio (to do or make).

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Visitor/Customer Satisfaction

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A visitor’s evaluation of their overall service experience. It is an affective (emotional) state related to their needs, desires and expectations being met. It can be transaction specific or cumulative, encourage repeat visitation and loyalty, enhance positive WOM (word of mouth) but does not increase operational costs.

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Expectations

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What every customer has of a product or service which are shaped by past experiences, word of mouth, advertising and promotions. Expectations are dynamic and shift over time.

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Moments of Truth

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The moments that give the customer an opportunity to form (or change) an impression about the service provider.

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Operations Management

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Concerned with the transformation of inputs (information, people, material, finance, methods) into outputs (goods, services, profit, customer and employee satisfaction). It also refers to marshalling the attraction's resources to provide satisfactory service.

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Service Quality (SQ)

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The comparison of customers’ expectations about a service with its perceived performance. It can also be defined as the difference between customer expectations of service and perceived service. Lovelock et al (2007) define it as 'the sum of all the perceived benefits (i.e. performance) minus the sum of all of the perceived costs (financial and non-financial).