Evaluate Customers Satisfaction and Quality Management

Customer Satisfaction and Quality Management
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Student’s Name
Customer Satisfaction and Quality Management
Introduction
In the competitive market where clients are provided with a range of options to choose, customer satisfaction is no longer an option. It is a mandatory requirement for all businesses. Pimentel (2014) suggests two ways that businesses can opt for when they compete at the global level to drive customer satisfaction. The first option is about brand loyalty and the second option is about customer retention. Barry (n.d.) further explains that customer satisfaction can be understood in terms of quality management. Quality has two sides. The first approach is on the basis of the product. The business has to determine whether the product it is delivering to the client is the one that the client is looking out for. High-quality products will make the client to come back whenever he has a need for the product or even recommend others to the business. The second approach is about the global brand-name of the product. The client would wish to know what other users are saying about the company and its products. In this era of the internet, clients will review the product in the market, research about the alternative companies offering a similar product, and compare before making a purchase decision. Unless the product is of the desired quality and meets the psychological expectations of the client, it will be nearly impossible for the business to market to the client. This paper is a research report that investigated the components of customer loyalty model (CLM) from the total quality management approach. The paper investigated the attributes of a product that the consumers prefer both locally and in the international market and gives a recommendation of what businesses could do to tap into the potential benefits.
Problem Statement
Customers are the backbone for the success of every business. However, their tastes and preferences are changing every time, making it nearly impossible for businesses to know what to offer and retain the clients. Nevertheless, some businesses are emerging successful in these market competitions, while others are losing terribly. Study has found that quality drives customer satisfaction. Satisfaction, in this context, is used to mean the value that the client derives from the product after spending the money on the product (Kiseleva et al., 2016). Consumers are living multi-dimensional lives, and their purchase behaviors are complex for businesses. However, scholars have determined that quality management from the business can drive a company to make sales and make profits from the market. At the center of the purchase decision, the client is always considering whether the product will meet his expectations or whether there is an alternative quality product or seller in the market with a better product. Every business has to do everything to make sure that it is the first in the mind of the consumer whenever a need for the product arises.
Review of the Literature
With the advent of globalization, businesses are competing at the global level with some of the most established brands at the same competitive price. Online shops have broken the communication an...