2. BPMM3083SERVICEMARKETING

4. AINA SHANA TC IRA ANIS AZMIL FAD AMAL

5.  the definitions of the perceptions.  factors that influencing customer perceptions.  factors of customer loyalty.  the definitions of customers satisfaction.  discuss the factors that influences customers satisfaction.

6. A process on how individual choose, set and interpret information that they received from the service.

7. INTERNAL FACTORS : ATTITUDE EXPERIENCE NEEDS EXTERNAL FACTORS : SOCIAL ENVIRONMENT

8. Customer Perceptions of Service Quality and Customer Satisfaction

9. Probability of previous customer to continue to buy from a specific company. In order to increase customer loyalty it is important focus on marketing and customer services. Customer loyalty

11. Satisfaction or frustration felt by customers after comparing what was expected to happen with what actually happened Customer satisfaction is a dynamic and ever- changing.

12. FACTORS DETERMINES CUSTOMERS SATISFACTION

13. FACTOR THAT RELATE TO PRODUCT AND SERVICE For product-Colour,shape,size. For service-Physical support,fees,comfortness,hospitality of the service provider. PRODUCT/SERVICE CHARACTERISTIC Relate to emotion or financial benefits that the customer can obtain from the product/service. Customer wants new or better benefits from new product/service PRODUCT/SERVICE BENEFIT Value place by customer = the price paid for the product/service The higher the value placed by customer (the higher the price paid), the higher the expectation of the customer towards the product/service. PRODUCT/SERVICE VALUE

14. FACTORS OF CUSTOMER SERVICE TO DETERMINES CUSTOMERS SATISFACTION CONSUMER COMMITMENT Commitment means promise that given by the service provider to the customer. To ensure that the customer will feeling attached and continuity of a relationship. leads to two types of desirable communication behaviours namely positive word-of-mouth and constructive feedback.

15. THE FIRM REACTION 1) When there occur some problem from the service given, the firm should take a fast reaction to decide what will they do. 2) if they fail to settle it, there will not get the profits and the customer will lost and the relation will gone. 3) they will not trust the company anymore. BE INTIMACY TO CUSTOMER The staff of company need to alert and be efficient and friendly when provide the service according to desire and needs from the customers. As we know, the customers have different style, therefore the service provider will be challenge when giving the services to them.

17. Premises environment during service offered have good facility - customer friendly - place for (OKU) Have sign board – easy for customer and increase the efficiency of the service Example: in airport they have café, clear signboard

18. CUSTOMER EXPERIENCE If the customer get a good experience, they will use the service again in future. Advantage for the company to provide the good service for their customer. Example: Bus express like Pancaran Matahari, Cosmic, Sani Express- - have a comfortable seat, affordable price

19. How customer satisfaction give impact to loyalty? has a close relationship with customer. providing more service than customers expect. gives them the best service that make customer happy.

20. Low satisfaction of customer, Low the loyalty of the customer. High satisfaction of customer, High the loyalty of customer.

21. Which meeting are important, the first or the second ?

22. THE WHOLE CHAPTER DISCUSSING ABOUT THE CONCEPT OF CUSTOMER PERCEPTION AND HIGHLIGHT THE KEY CUSTOMER PERCEPTION AND CUSTOMER SATISFACTION. FROM THE DISCUSSION WE UNDERSTAND THAT THE CONCEPT OF THE CUSTOMER PERCEPTION. FROM THE DISCUSSION IN THIS CHAPTER WE CAN UNDERSTAND THAT THE CONCEPT OF CUSTOMER SATISFACTION IS AFFECTED BY BENEFITS AND FEATURES SERVICE, THE PHYSICAL EVIDENCE AND ALSO THE SERVICE IS PROVIDED ON ENVIRONMENTAL FACTORS. CONCLUSION