From Industry 4.0 to Quality 4.0 by Timothy Adesanya Ibidapo

Author:Timothy Adesanya Ibidapo
Language: eng
Format: epub
ISBN: 9783031041921
Publisher: Springer International Publishing

Monitoring Customer Satisfaction

Market Dynamism

Product market dynamism is, on a general basis, highly influenced and propelled by the level of customer satisfaction. The customer therefore is at the dictates of quality. Since quality is a strong prevalent factor in whether a customer is satisfied or not, it is highly imperative to pay adequate and needed attention to customer satisfaction in organizational quality management systems.

According to Alghwery and Bach [12], customer satisfaction is “a core determinant factor for the survival of business organizations,” with the ability of “affecting different organizations in need of providing the fast analysis of the customer’s demands.” It is obvious, too, that customer satisfaction deteriorates with poor services, lack of organizational cooperation, unfavorable prices, and general product dissatisfaction.

Alghwery and Bach’s explorative review and meta-analysis research findings have been established, through the generation of “a model that conceptualized product pricing, trust, product quality, and services as the driving forces for customer satisfaction.” Product quality has, in an earlier report of Vanhuele and Dreze [13], been deducible from the analysis of the issues of reputation, price, warranty, services, features, and performance.

It becomes highly critical that organizations must, as a matter of necessity, have to set up and maintain adequate measures and mechanisms, if not already in place, for objectively measuring, assessing, or analyzing the:Adequacy of product prices to various levels of consumers or customers

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