Situs Dosen STKIP Siliwangi Bandung - H. Sudiyono, S.Pd., MM.

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Customer Satisfaction

Dipublikasikan pada : 14 April 2016. Kategori : .

English Corner

By H. Sudiyono


Customer Satisfaction


There are many definitions of customer, at glance we can say customer is a person or institution and other similarities that usually buy or use a certain product(s), it/they may in kind of both goods and services. While satisfaction is a feeling of satisfy that felt by customer(s). While on Wikipedia, it’s stated : Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.” In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.

In the context of producer – customer, It can’t be separated between them. Producer(s) should be said success of their products (good or service) if such products success in the market. It means that products   the producers made can be received by markets, further it means the product(s) can be received by customers. A producer is a person or company that risk taking their resources to create a product of value. Consumers are the people who risk their resources (usually money) to buy a product. (…)


The background of ‘why customer(s) must be satisfied?’ are (1) As we have understood that customer(s) is ‘a king’, so producer(s) must be able to ‘treat’ customer as good as possible. (2) Costumers will tell to their friends/families  about the services they got, if they got bad one, don’t hope they will  return. (3) the costs of finding new customer is three to seven times higher than to maintain the axis one. (4) Customer is as an income for a producer. (5) and still many other reasons.


The efforts to satisfy customers; there are some tips to make customers satisfied : (1) Make and keep the quality of products (goods or services) good, even better. (2) Make good customer service. (3) Easy to reach location. (4) Better costs/prices. (5) Good promotion. (6) Build the trusts of customers. (7) Quick and correct services, and still many else…


From above we can conclude that : (1) Customer satisfaction is bound by producer and customer. (2) Customer satisfaction is very important in the context of business (good or service). (3) To satisfied customer, we’ve to know why customer must be satisfied. (4) Customer satisfaction is as an important part of a business success.