Statistics for managers Term Paper Example | Topics and Well Written Essays - 2000 words

Statistics for managers - Term Paper ExampleSeveral confirmable studies have highlighted the transaction of expectations on node satisfaction.The overall conclusion drawn from these studies is that expectations influence client satisfaction, and the effect can be dogmatic, negative or non-existent.But it can also be concluded that the positive as well as the negative effect of expectations on customer satisfaction is minimal.We believe partially that expectations is such a complex concept that it is hard to achieve reliable and valid measures, and partly that expectations as a concept does not have a conclusive influence on the formation of customer satisfaction.We suggest that expectations be dismissed from customer satisfaction criterion instruments in the future.We state that comprehend tincture is one of the primary drivers of customer satisfaction.Several empirical studies support these viewpoints.We agree with Gronross (1993,p.61) that it does not seem potential to make independent measurement of customer expectations ...It seems valid, at least in certain situations, to develop measurement models based on customer experiences of quality only.Cronin and Taylor (1992) and Liljander and Strandvik (1992) take the same view.First, an experiment where the relationships between expectations, perceived quality and customer satisfaction were studied, using the methodology from the Swedish and American customer satisfaction index.Second, a customer satisfaction survey, using the methodology for the new European customer satisfaction index (ECSI).The affair is also to highlight whether buying behavior, described by a set of relevant product grade characteristics (price, complexity and sign value), has any influence on the relationship between perceived quality and customer satisfaction, and if so, how strong this influence is.Do some buying