Analyse von Kundenzufriedenheit. Methodik, Vorgehensweise, Durchführung

Name: Analyse von Kundenzufriedenheit. Methodik, Vorgehensweise, Durchführung
Brand: Grin Verlag
SKU: 9783638688956
Price: 5387.0 INR
Availability: InStock

by Geraldine Strutz

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ISBN13: 9783638688956
Binding: Paperback
Subject: N/A
Publisher: Grin Verlag
Publisher Imprint: Grin Verlag
Publication Date: July 25, 2007
Pages: 116
Original Price: USD 63.5
Language: German
Edition: N/A
Item Weight: 300 grams
BISAC Subject(s): Marketing / General

About The Book

Diplomarbeit aus dem Jahr 2006 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2,0, FOM Essen, Hochschule für Oekonomie & Management gemeinnützige GmbH, Hochschulleitung Essen früher Fachhochschule, Sprache: Deutsch, Abstract: Kundenorientierung, Kundenbindung und Kundenzufriedenheit sind Faktoren, welche in der Wirtschaft eine immer höhere Bedeutung zugesprochen bekommen. Die dauerhafte Beziehung zu dem Kunden ist wichtig aufgrund des hohen Konkurrenzdruckes, welcher durch die Globalisierung verstärkt wurde sowie des wachsenden Drucks durch Sättigung in den entwickelten Märkten. Die globale Vernetzung und der zunehmende Kostendruck in der heutigen Zeit bereiten es dem Kunden ein Leichtes, Dienstleistungen und Güter auszutauschen, sobald er mit den Leistungen des bestehenden Lieferanten unzufrieden ist. Umso wichtiger ist es für eine Unternehmung, den Kunden von seinen Leistungen langfristig zu überzeugen und so eine feste Kundenbeziehung aufzubauen und zu intensivieren. Treue und zufriedene Kunden sind die Basis jedes erfolgreichen Unternehmens. Lieferanten, denen es gelingt, den hohen Ansprüchen des Kunden dauerhaft gerecht zu werden, legen somit den Grundstein für die zukünftigen Geschäfte. Somit wird deutlich, dass die Kundenzufriedenheit ein wichtiger Erfolgsfaktor ist. Aus der Zufriedenheit des Kunden resultieren positive Verhaltensweisen wie z. B. Wiederkäufe, Zusatzkäufe und Weiterempfehlungen. Einmal verlorene Kunden wiederzugewinnen ist hingegen äu erst aufwendig und kostenintensiv. Daher ist es für jedes Unternehmen wichtig zu wissen, in welchem Ausma seine Kunden zufrieden sind. Unternehmen meinen ihre Kunden zu kennen, doch die Annahme, eine fehlende Rückmeldung von Kunden zeuge automatisch von deren Zufriedenheit und "zufriedene Kunden seien zugleich auch treue Kunden", kann trügen. Viele Unternehmen gehen davon aus, dass ihre Kunden zufrieden sind, denn schlie lich gibt es keine Beschwerden. Doch kaum ein Kunde wird sich vo

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