Год выпуска: 2011 Автор: Asfaw Yilma Demisse Издательство: LAP Lambert Academic Publishing Страниц: 88 ISBN: 9783846505359
Описание
The primary agenda of this book is to introduce new measurement tools- Customer Loyalty Risk Measurement (CLRM), Customer Expectation(CEP) and Customer Perception (CPR) based on six market variables: Brand name, Quality, Price, Design, Durability and Product Origin in related to manufacturing products. The new formula is very simple and easy to apply for any manufacturing companies. Thus, according to the new concept firs we need to calculate the value of Customer Expectation(CEP) and Customer Perception (CPR) so as to get the final results of Customer Loyalty Risk Measurement (CLRM). Therefore, after we find the result of CEP and CPR using the those six key variables, we need to give description for each values. Thus, after we find the value of CEP and CPR and if Customer Expectation – Customer Perception = Positive number, it means Customers are Dissatisfied. If the result is Zero, it means customers are Satisfied and if the result is Negative, this means customers are Highly...
