It the level of service should be permanently maintained and should be kept high so that you can be assured that the costumers are pleased with what you give them. You should also meet their demands, not only by your standards, but by their needs.
You should be able to give excellent service and assurance that they can rely on you whenever the need be. Considering the meaning of satisfaction, we could put it in line with the concept of gratification.
Gratification is defined as the positive emotional response because of the fulfillment of a certain desire. In the context of pubs, we are considering the concept of the fulfillment of the desire with the immediate need to interact with people, to eat, drink or unwind. In our present time, most of us are living in a fast-paced lifestyle, wherein we always think of work all throughout. But after a few days of tedious work, we always end up wanting to unwind and relax. We often think of rewarding ourselves, and this is where the pubs come in.
It offers a place of comfort and relaxation, a recreation area for the tired working class. The Measurement of Customer Satisfaction. There are also other factors how to achieve the satisfaction of the costumers or the pub-goers. It will be dependent on the quality of the services they provide, the size of the venue, etc.
By then, various pubs and bars are classified and ranked based on some grading schemes and characteristics basis. More likely, Human Resource Management makes way for the bar or a pub area to be competent. And competitive success is on their hands. The pubs do such activities that will, and practically had been successful, some events on the hotel itself to attract costumers.
Other hotels do such promotions as discounts and other seasonal promos. In this way, they can pull more costumers to the pubs, or sometimes the can get patrons or pub mainstays. There are a lot of ways to do promotion that these pubs do to be competent within this continuous emergence of hotels that promotes global competition. Basically, measurement of Costumer relies on what these pubs and bars have to offer. They will be measured depending on the reaction of the costumers, since they are the ones who are being examined here.
It is their interests and welfare that is on the line that is why when you measure costumer satisfaction, you need to have costumer involvement. This may be through surveys that they get to fill up after coming to the place once or twice. It could be in the form of questionnaires that they have to fill in regarding on the improvements of the bar or pub, and more.
The Importance of Customer Satisfaction. Costumer satisfaction is an important goal no only for pubs but also for many business institutions.
This promotes more costumer turnouts, increasing their recent consumptions of the goods or services that is being offered. This is necessary to promote costumer loyalty among the people availing of their services.
However, Brian Woolf, a global leader in loyalty marketing said that there is no universally accepted definition of loyalty only given theories. This is the great challenge the practitioners have to address, he added. According to him, a measurable and understandable definition of customer loyalty will promote harmony on the marketing industry. Based on a study conducted from individual customers who belong to different customer levels, researchers found out that corporate image have an effect on customer loyalty while customer satisfactions have not.
This finding challenges the common notion that customer satisfaction is the proof of customer loyalty. The Definition of Leisure Satisfaction. The centrality of customers in any business holds to be the crucial foundation of the development of the business establishment not only in the immediate timeframe but in the expansion of the business venture in the long run. It is not only the fact that customers are the ultimate outlet of products from which the sales of the goods and services are to traced but also the fact that customers who avail of the products of any business establishment eventually shape its general public image which contributes all the more to the internal and external strength of the establishment.
Thus, the core of the business mechanisms found in every industry or corporation is shared or must be shared upon by the perceived role of the customers.
In all these aspects it is inevitable that customers, to a certain level, have to be taken cared of in the sense that the welfare of the customer prior to, upon, and even after purchasing either the services or products being offered should be viewed with a critical share of the attention of the entrepreneur.
Prior to the purchase of the products or services being offered, customer centrality can be clearly observed from the treatment given to the customer through an extensive presentation of the background information available, imparting the relative importance of the offered products and expounding on the way in which the goods being offered can address the needs and expectations of the customer.
Upon purchase of the item, it is expected that customer centrality is taken to a higher level since the very purchase of the item or service entitles the customer to additional business privileges. The commencement of the transaction and up to the post-transaction gives way to a higher degree of liability on the part of the entrepreneur depending on the tenure of agreement.
Among the firms themselves, internal operations reflect the significance of the customer. The delivery of the products and services to the customer is firmly rooted on the systems integration of the company as the main problem-solving capacity of the firm in addressing the possible demands and the imminent needs of the customers. Careful research and planning is maintained in order to meet an in-depth knowledge implicitly required in eventually fulfilling the satisfaction of customers Davis Thus, the very internal mechanisms of the companies are not only seen to be designed in such a way that they guarantee the strength of the company in general but are also configured according to the perceived expectations of the customer hence the primacy of the centrality of customers.
It is of crucial importance to primarily consider the needs of the customer as well as their likes and dislikes in terms of services and goods to have a better grasp of customer first theory.
In essence, having an in-depth knowledge of what it is that the customers are looking for and are capable of purchasing, along with their relative expectations on services, provides the necessary background for a comprehensive understanding of the core value of placing customers first above everything else. Since the very life of any company strongly depends on the marketability of the goods and services they offer, it is therefore necessary for these firms to put premium emphasis on what attracts customers and what pushes them off from purchasing items.
Does the bar staff have enough product knowledge and information? Is the product served in clean glasses or plates at the appropriate temperature? Is the bar staff swift and efficient? Are they clean, tidy, and in good order? Does the bar staff say thank-you and good-bye to customers? The delivery of the ordered and purchased items brings into context the primary reason as to why the customer purchased such items in the sense that the products are in essence what the customer seeks in the pub quite apart from other additional services rendered.
These responses may either be favourable or unfavourable on the part of the pub which, in any of these cases, highly defines the business establishment in general. On the other hand, the manner in which the pub collects payments from the customers also has a bearing on the overall satisfaction of the customers.
The bar staff has to greatly consider the precise timing and right situation in collecting payments, otherwise the customer, though required to pay for the cost of the purchased items, will tend to reflect hesitance towards the collection of payment. Inasmuch as timing is crucial, the swift and efficient handing of change for payments are of equal significance as well for the reason that it builds a certain short-term relationship between the customer and the staff of the establishment which creates a corresponding image to the pub as a whole.
Lastly, both Toilets and Facilities and Departure address the factors which eventually seal the business transaction between the customer and the pub. In particular, the importance of general cleanliness including both of product delivery and toilet maintenance was highlighted in other researches CAMRA Press ; Harrison ; Jones and Howard It must be noted that the cleanliness of toilets highlights the crucial fact that an unpleasant toilet will most likely provide discomfort on the part of the customer and can be an appalling reason for the customer to either leave the pub in utter discomfort or to never return again for reasons that may have a direct effect on the health of the customer.
In such a case, standards of sanitation of sanitary practices have to be looked upon by the bar staff in meeting the expectations of the customers. Equally significant is the cleanliness of the product delivered. Unclean products served to customers will elicit negative responses and will greatly affect future clients from purchasing items from the pub. Further, the necessity of the professional product knowledge of the bar staff should nevertheless be stressed Halstead In order to have a staff armed with the sufficient knowledge on the alternative choices the customers may wish to look upon, the staff should have the needed background of information with regards to the products they offer in the pub.
By acquiring such sufficient knowledge, the bar staff will not have a difficult time addressing the needs of the customers and the efficiency of the staff in providing what it is exactly that the customers are looking for in the pub. Once this is established, it creates as well a friendly atmosphere between the customer and the bar staff in the sense that the fluid identification of the orders of the customer creates a pleasant picture between the staff and the customer.
Thus, the establishment can merely meet orders which exact the amount of available supplies. The possible consequence of this failure to catch-up with the increase in demand is the decrease in the number of customers because of the inability of the establishment to retain customers by supplying all of the demands.
A possible effect of this is that customers will look toward the other establishments who still have the available supply of products. Consequently, with the lowering of the demand, the establishment can then be able to readily provide the supply of products to the customer according to the availability of products.
With this in mind, costumers acquire a prompt delivery of their demands which eventually boosts the attractiveness of the establishment to these customers and to other possible customers which brings a renewed rise in the level of demand.
Furthermore, even if the establishment holds the most renowned products in the world or in a given geographical area, it does not give further assurance with regards to the preference of the customers. Rather, by having a strong sense of response to the immediate and long-term needs of the customer—depending on what product is being offered by the establishment—customer satisfaction is almost guaranteed and that the longevity of the establishment in the marketplace is seen with higher chances of survival.
If the bar staff makes the customers wait before their orders are taken, or if they place customers secondary or subordinate to the rest of the concerns of the bar the result will be that of an establishment having the best products yet lacking the customers to purchase them because of the lack of immediate response given to costumers.
It may be the case that the pub offers the best drinks available in the market yet an unsatisfactory customer response pre-empts the customers from eventually taking their orders. Steve Dorris offers at least five steps as guidelines for the success of the establishment in terms of an efficient customer response bar staff. This initial step is equivalent to a blueprint or outline for the attainment of customer satisfaction.
By starting with a mission statement and continuing with the outlining of objectives, procedures and goals and eventually building these aspects customer service experience will be primarily enhanced. Further, it functions as the control centre for all the dealings involved within the customer service department. The relative size of this infrastructure may widely vary depending on several factors such as the size of the operations of the establishment and the number of workers and perceived customers.
Nevertheless, what is important is that the infrastructure should be essentially patterned according to the needs of the customers and the capability of the establishment in meeting these needs. The very components of this team are the primary measure in determining the satisfaction of the customers such that the team is subdivided according to specialties and skills so that every possible customer query is properly met. The core principle behind this step is to keep customers coming back to the establishment and prompt them to continue purchasing the product or other products being offered.
Far more importantly, customer response management is essentially about the effective and efficient communication between the bar staff and the costumers so as to bridge the demand of the costumer from the capabilities and supplies of the establishment along with the services attached to it Richard Customer relationship which exists between the customer and the business is a factor which maximizes interaction to costumers aimed at generating not only an increase in costumer loyalty but also positive impressions on the business establishment.
It essentially entails an awareness of the needs of the costumers and the act of reacting to these needs effectively and efficiently inasmuch as it also helps anticipate and, therefore, understand better and more consistently the demands of the costumer. The result will be a receptive staff capable of effectively responding to these needs Sharp The enhancement of customer relationship can also be met through the collection, analysis and use of customer-related information in order to address customers individually at the very least, maximize the satisfaction of customers and, far more importantly, uphold the loyalty of the customers to the company.
The very use of these related figures and facts is generally aimed at establishing a refined costumer process in terms of communications and at enabling focused analysis on significant costumers. In order to meet this task, customer-related data are gathered and grouped systematically allowing the company a more refined approach towards meeting costumer demands in specified working contexts Peppers In essence, customer relationship is at the very core of each and every business establishment or company for the reason that, since the customers are the prime payer of the wages of the company, they fuel the primary resources into the business.
Thus, the roles of the customers are to be treated with utmost significance. From a deeper angle, for service quality to be classified as such there ought to be first the conditions which will bring about the demarcations in service quality.
Customer expectations have to be identified first prior to anything else. A premium consideration of the expectations of the customers helps in identifying the necessary steps or course of actions that the company will have to follow in order to address these expectations. Having a definitive knowledge on what it is that the customers desire to obtain in products and services greatly aids the company in creating a blueprint of business transactions they would want to pursue in connection to these expectations.
As Zeithaml points out:. In addition, focus group response patterns revealed 10 general evaluative criteria that customers might use, regardless of service sector. These criteria were consistent with previously outlined service constructs, yet constituted a more comprehensive set of dimensions. What can be generally observed from these claims is that the close association between the expectations of the customers and the actual products they are able to receive in the end construes the quality of service that the company is able to create in the process.
The Servuction Model illustrates the participation of customers is always an integral part of service process no matter in a passive or active way. It used to demonstrate factors that influence service experience, including those that invisible or visible to customers. Invisible part refers to organization and system. Visible part contains three items: Bitner proposed that the physical surroundings within which the service takes place can also influence customer perceptions, so that it can lead to a source of competitive strengths or a possible opportunity to come out top in the trades for those service providers who can obviously differentiate their servicescape from other competitors with an effective management.
This model, first noting customer expectations of the service encounter are likely to be drawn from mixing their past experience, word of mouth and personal needs, identifies five gaps between what customer wants and what they think they really get. Gap2 happens when management perceptions of consumer expectations are not translated into adequate service quality specifications. Gap3 is the difference between designed service specifications and actual delivered service.
Gap4 occurs where the delivered service varies from the service communicated to consumers. Gap5 is a variance between what customers expect and what they actually get. Brady, M and J. The Business of Systems Integration. A Five-Step Framework for Success. Journal of Business Logistics. Eds , Rethinking Marketing: Morning Advertiser , Morning Advertiser, 22 November. The One to One B2B: The Customer Response Management Handbook: Building, Rebuilding, and Improving Your Results.
Customer Relationship Management Systems Handbook. What is Service Quality? In Service Quality pp. We can write a custom essay. Since the 20th Century, researchers and experts in the field of psychology have become increasingly interested on how the amount of sleep affects the academic performance of students. People need sleep in order to maintain a healthy life in which they can function well and think properly. People nowadays are living in an information age dependent upon digital information.
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Free customer satisfaction papers, essays, and research papers.
This free Business essay on Essay: Customer satisfaction is perfect for Business students to use as an example.
Customer satisfaction is a key and valued outcome of good marketing practice. According to Drucker (), the principle purpose of a business is. Introduction. The need to measure customer satisfaction is essential for any organization. PART understands the importance of building and effectively managing the relationship with riders.
CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of . Free Essay: Introduction The goal of my research is to examine and find internal ways to distinguish customer satisfaction among one of the nations largest.