Question Description

-how functional attributes and psychological attributes determine the level of customer satisfaction in the post-purchase.? – 

From Personal Selling

After reading Chapter 3, explain how functional attributes and psychological attributes determine the level of customer satisfaction in the post-purchase?   In your opinion, do all customers give the same importance to each attribute?  Please explain. 

How functional attributes and psychological attributes determine the level of customer satisfaction in the post-purchase ?

Customer satisfaction is an important concept which lays emphasis on obtaining returns in lieu of giving satisfaction. Customer satisfaction, a term often found in marketing, refers to the standard of how goods and services, furnished to a customer by a company, meets or fails to meet the anticipation of customers . The functional and psychological attributes of a product play a vital role in determining the level of customer satisfaction after a good or service is bought. The way in which they determine the satisfaction level is elucidated in the explanation part.

Customer satisfaction is an important concept which lays emphasis on obtaining returns in lieu of giving satisfaction.Customer satisfaction, a term often finds mention in marketing, refers to the standard of how goods and services, furnished to a customer by a company, meets or fails to qualify the anticipation of customers. It is perceived as an indicator of performance of a particular business.

Functional attributes of a product greatly impinges on customer satisfaction after the purchase is made. The features that the product possess allows it to perform what it is meant to perform and the extent to which it performs as per the expectation. If the product gives the desired level of satisfaction for which it was bought then the buy is worth it. On the other hand, if the product fails to perform the function for which it was bought then the level of satisfaction is at a minimum.

Psychological attributes of a product vary with culture, therefore, it is different for every person. It refers to the elements pertaining to the product’s presence that molds the buyer’s feeling regarding the acquisition of the particular product and the people involved in the process of sale.A person’s perception of what a particular product is and to what extent it can provide satisfaction is shaped by the culture and the process of socialization.

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