Finding the point of customer satisfaction is something risky. The reason is, customer satisfaction is the perception that customers feel about products or services that are deemed to have met their expectations. In other words, customers will not be satisfied if they still have the perception that their expectations have not been met.
Vice versa, customers will be satisfied if their perception of the product is the same or more than expected. By prioritizing customer satisfaction, it will make it easier for the company to achieve its goal, namely achieving maximum profits through increasing the number of customers. Then, what things influence customer satisfaction with the use of goods and services? Let's look at the following summary:
1. Product Quality
Customers will be satisfied if after purchasing and using the product, they find the product quality is good. Product quality in terms of customer satisfaction controls many directions, namely performance, durability, features, reliability, consistency and design. Where if the six controlling values are met, not only will customer satisfaction be achieved, but also the trust of customers will be achieved.
2. Product Price
The term there is a price and there is quality is actually relatively true. However, on the other hand, the view that low prices lead to poor quality products, and high prices lead to quality products is still common.
Price is a reflection of the value of goods, where sensitive customers usually tend to lower prices to get a source of satisfaction in terms of value for money. In other cases, if the price issued for the goods or services obtained is appropriate, it will create trust and the customer's desire to repeat purchases.
3. Service Quality
Service quality also has a direct effect on customer satisfaction. Because service quality is intangible, there are several aspects to fulfill service quality. These include the physical service of the goods and services offered, skills in providing services, responsiveness in helping customers well and quickly, understanding individual customer needs, and a friendly attitude towards customers.
4. Emotional Factors
To achieve customer satisfaction, there is something called emotional satisfaction, namely aesthetics, self-expressive, and brand personality. These three things greatly influence customer satisfaction. Because when looking for goods and services, customers will categorize them into goods that have aesthetic value with good visuals, or choose goods because of personal desires, and finally choose goods because of brand image.
5. Cost and Convenience
Although it is not uncommon for customers to be willing to make sacrifices by hunting in distant lands or willing to wait for pre-orders to get their target. Instead of doing that, customers will be more than happy with goods and services that are easy to reach, convenient and efficient.
So, customers who are satisfied will remain loyal for a long time to make repeat purchases of the same product or buy new products that will be launched on the market. Apart from that, establish positive communication with customers because this will result in customers being less sensitive to prices and paying less attention to competing brands. How? Have you implemented the things that influence customer satisfaction above?
