Chapter 10

Customer Satisfaction


Today it is the buyers’ market. Despite the high technology manufacturing process adapted and a high level of quality control exercised, the success of a manufacturing organization depends on how the customer is satisfied with the products or services. This chapter details the several aspects of customer satisfaction and how and why organizations shall strive for not only providing the satisfaction but also to retain him to use his products and services in the long run.


Sellers’ market; Buyers’ market; Customer is king; Customer satisfaction; Customer delight; Customer retention; Customer loyalty; Customer attrition; Customer perception of quality; Warranty; Customer types; Kano model; Dissatisfiers; ...

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