Customers Satisfaction/Dissatisfaction Measurement of Postal Services in Vadodara City of Gujarat State

Abstract

Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance or outcome in relation to his or her expectations. Whether the customer is satisfied after purchase/buying or not depends on the products or service performance in relation to the buyers expectations. It implies that satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds the expectations, the customer is highly satisfied or delighted. Those who is highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand or services, not just a rational preference (Philip Kotler, 2000). Customer satisfaction is the extent to which a firm fulfills a customers needs, desires and expectations. A customer is likely to be more satisfied when the delivered customer value is higher than its total customer cost. Since, delivery of desired customer satisfaction coupled with superior customer value is an essence of businesses and marketers, marketing effectiveness need to be critically measured in terms of how well a given offering satisfies identified need and want of a customer in a superior, creative and most important an innovative way on a continuing basis (William D. Perreault, 2002).

Keywords: Satisfaction, Customers Satisfaction, Indian Post, Indian Postal Services.

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