CONSUMER SATISFACTION &

LOYALTYWHAT MOTIVATES CONSUMER SATISFACTION &

LOYALTY?

ORGANIZATIONAL PSYCHOLOGY & GROUP DYNAMICS

Done By : Naz

• CONTENT• INTRODUCTION

• MARKETING vs CONSUMERS

• SATISFACTION = LOYALTY

• REVISITING MASLOW’S

• SUSAN M. KEAVENEY

• BRIAN MARTIN

• CONCLUSION

• CREDITS

PROMOTING ?

PRICING ?

PLACE ?

PRODUCT

THE OLDTHE YOUNGTHE ADULTSTHE CHILDREN

MARKETING VS CONSUMERS

SATISFACTION = LOYALTY

Customer Switching Behavior in Service Industries: An Exploratory Study

SUSAN M. KEAVENEYCustomer Switching Behavior in Service Industries: An Exploratory StudyEthical Problems

Service Encounter FailuresCompetitors

If the basic need is just to be fed when hungry then the element of price is the only dictator. But if this basic need of the individual has already been met (established by the customer personally), then price that can be justified and logically displayed and shown by the value of the representing staff leaves no doubt when presented.

1. In your Opinion what would be the best customer service one can provide to someone who might be new or frequents an  establishment ?

(Ranking from 1-5, Rank 1 being the highest & Rank 5 being the least important.)  Product Knowledge (2) Quality of Service Provided (1) Pricing (3) Brand (5) Friendship (4)

Insight Provided by : Adrian Jay Lim,

BRIAN MARTIN•TO FEEL COMFORTABLE AND RELAXED•ALLOW CONSUMERS TO FEEL SAFE AND SECURE• FEELING CARED AND CONNECTED TO OTHERS

• TO BE DESIRED BY OTHERS.

• TO BE FREE TO DO WHAT WE WANT.

• TO GROW AND BECOME MORE.

• TO SERVE OTHERS AND GIVE BACK.

• TO BE SURPRISED AND EXCITED.

• TO BELIEVE THERE IS A HIGHER PURPOSE.

•TO FEEL THAT THEY MATTER.

Founder-CEO of Brand Connections

CONCLUSION !

CREDITS• LECTURER : CHRISTOPHER B. JABINES

PROJECT SUPERVISOR.

• IN-SIGHT: ADRIAN JAY-LIM MANAGING DIRECTOR AT OKTOPUS INVESTASI INDONESIA SUBSIDIARY OF ARTHA GRAHA NETWORK.

Sources: Susan M. Keaveney, Customer Switching Behavior in Service Industries: An Exploratory Study

Brian Martin, Founder-CEO Brand Connections

QUESTIONS &

ANSWER

Thank You!