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Kundenzufriedenheit. Bestandteile, Messung und Bedeutung by Schaeuble, Carlos

Kundenzufriedenheit. Bestandteile, Messung und Bedeutung

by Carlos Schaeuble
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Book cover type: Paperback
  • ISBN13: 9783346289575
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 20
  • Original Price: USD 25.5
  • Language: German
  • Edition: 1. Auflage
  • Item Weight: 37 grams
  • BISAC Subject(s): Marketing / General

Studienarbeit aus dem Jahr 2017 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2,3, Fachhochschule des Mittelstands, Sprache: Deutsch, Abstract: In dieser Arbeit wird es zunächst um den Begriff der Kundenzufriedenheit allgemein gehen. Dort werden grundlegende Bestandteile und verschiedene Aspekte, die gro e Teile der Kundenzufriedenheit ausmachen, genauer erläutert. Das Hauptaugenmerk bei der Begriffserklärung der Kundenzufriedenheit liegt auf der einen Seite auf der Soll- und Ist-Komponente und deren Vergleich und auf der anderen Seite auf dem C/D Paradigma (Confirmation/DisconfirmationParadigma), welches als das Basismodell der Kundenzufriedenheit betitelt wird. Nach der Schilderung und Definition der genannten Termini wird sich mit der Messung der Kundenzufriedenheit beschäftigt, welches auch einen Schwerpunkt dieser Hausarbeit bilden soll. Die Messung wird aufgeteilt in zwei Verfahren, zum einen in das objektive und zum anderen in das subjektive Verfahren. Untergeordnete Verfahren der jeweiligen Arten werden in den dazu gehörigen Unterpunkten näher erläutert. Mit dem Abschluss der Vorstellung der Methoden für die Messung von Kundenzufriedenheit wird die Folge dieser Zufriedenheiterläutert, die Kundenbindung. Weiterhin werden die Bedeutung und die Zielsetzung der Befriedigung der Kunden in den Fokus gestellt. Es wird demonstriert, welche Auswirkungen dieses gro e und komplexe Gebiet der Kundenzufriedenheit auf das gesamte Unternehmen haben kann.

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