A brief description of the topic customer experience

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A Brief Description of The Topic Customer experience A Brief Description Of The Topic Customer experience incorporates every aspect of the company’s offerings, (Christopher Meyer and André Schwager 2007)be it the after sales service, quality of customer care, which is apparent but also, advertising, product and service features reliability, advertising, ease of use and the list goes on. Customer experience is the direct and indirect contact a potential or existing customer is likely to have with the company. Direct contact involves sales transaction, usage of the product etc. while indirect contact can be through word-of-mouth recommendations or criticism, news reports regarding a firm’s activity etc. customer experience plays a vital role in making an organization future or putting an end to it. This is what keeps the existing customers loyal and attracts potential customers. Existing customers are stay with the firm, as they are satisfied, in other words, it yields to customer satisfaction.

A product, services and the status of a company that speaks about the consumers’ needs, wants, and meets the expectations of its shareholders is known as Brand. (Christina, Feb 23.2009). It replicates the position of the organization comparative to its competitors and shows the organizations persona in the perspective of its target market. Customer satisfactions results brand loyalty as consumers obligate to a brand when that particular brand meets their desired expectations

1.2 Overview of Some Previous Studies When we talk about customer satisfaction, we usually refer to marketing which states how services and products live up to the expectations of the customers(Phillip E.Pfifer 2010). It is very important for a firm to meet the satisfactory goals of its customers, so that they can attain customer loyalty. An organization makes its employee focus on fulfilling the needs of the customers. With happy and content customers the customer satisfaction ratings for the organization soars up. Many organizations have to compete with one another to maximize the customer satisfaction ratings to enhance customer and brand loyalty.

Sales and feedback depends on how much the customers are satisfied with the firm and its products. The customer service centers as well as the customers giving their comments on websites or through email can gain feedback. .

Customer satisfaction can be described as gratification of customers’ needs and wants (Fournier and Mick, 1999). Taylor and Baker (1994) suggested that there are two main determinants of customer purchasing behavior, which are service quality and product quality. Parasuramal, Zeithaml, and Berry (1994) revealedthat there are less steady of the influence in the product and apparent influence on price in past customer satisfaction studies. They also stated that price is one of the most important factors in yielding customer satisfaction.

USB, another world’s leading research firm conducted a survey that what percentage of people will continue to buy the same Smartphone which is manufactured by the same company to their existing usage. The research results showed that an 89% of the people said that they will continue the usage of their product and they will upgrade their devices to the same brand when it is time for an upgrade but they will not be switching to other brands. (Rosati Jake September 22, 2011).

Surveys are conducted almost every month by different firms just to see where different technological companies stand as compared to the others, researches have shown that apples background of brand loyalty is the most compared to other Smartphone’s.

Cheap Assignment Help Study from the GFK research firm shows, that as compared to other Smartphone’s, apple is on the top when it comes to building brand loyalty, (Evans Mike November 26, 2011). 84 percent of the people said that they buy iPhone again when they will replace their mobile model, 60 percent of the people using Smartphone’s with android software said that they will continue using the same software while only 48 percent of the people said that they will stay loyal to phones like blackberry.

1.3 The aim of this research: Examine Customer satisfaction and brand loyalty in consumer electronics industry.

1.4 The objective this research: 1.

Examine the effect of product quality on customer satisfaction and brand loyalty in consumer electronics industry.

2.

Examine the impact of innovation in technology on customer satisfaction and brand loyalty in consumer electronics industry.

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Examine the impact of services of Apple on customer satisfaction and brand loyalty in consumer electronics industry.

This research is an effort to get a better understanding of customer satisfaction and the impact of product quality, service quality and price on it. Furthermore, it also pays attention to the brand loyalty that yields from customer satisfaction.