Customer Satisfaction of Personal Hygienic Products
This paper examines that brand recognition, products and services create impact on customer satisfaction. Awareness of brand primarily attracts to new customers and retains the existing customers. Brand recognition directly affects the consumer's behavior and changes the consumer's preferences. When the awareness of brand and services increases then audience could become potential customers. Results are positively associated and have a strong relationship of brand recognition, product and services under occasional study of customer satisfaction of hygienic products.
Products, Services, Brand Awareness, Satisfaction
Aaker, D. (1991). Managing Brand Equity. Capitalizing on the Value of a Brand Name. The Free Press. New York.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Balasubramanian, S., Konana, P., & Menon, N. M. (2003). Customer satisfaction in virtual environments: a study of online investing. Management Science, 49(7), 871-889.
Du, X., Jiao, J., & Tseng, M. M. (2006). Understanding customer satisfaction in product customization. The International Journal of Advanced Manufacturing Technology, 31(3-4), 396-406.
Elliott, J., & Raynor-Smith, P. (2000). Achieving customer satisfaction through requirements understanding. In Software Process Technology (pp. 203-219). Springer Berlin Heidelberg.
Fielding, R., Chee, Y. Y., Choi, K. M., Chu, T. K., Kato, K., Lam, S. K., ... & Wong, K. M. (2004). Declines in tobacco brand recognition and ever‐smoking rates among young children following restrictions on tobacco advertisements in Hong Kong. Journal of Public Health, 26(1), 24-30.
Goodman, P. S., Fichman, M., Lerch, F. J., & Snyder, P. R. (1995). Customer-firm relationships, involvement, and customer satisfaction. Academy of Management Journal, 38(5), 1310-1324.
Homburg, C., & Stock, R. M. (2005). Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction. Psychology & Marketing, 22(5), 393-420.
Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing service quality and customer satisfaction: the voice of the consumer. Journal of consumer psychology, 4(3), 277-303.
Kotler, P. (2009). Marketing management: A south Asian perspective. Pearson Education, India.
Leathers, L. (2006). Customer Satisfaction and Retention Improves with Six Sigma. In Customising Stakeholder Management Strategies (pp. 101-116). Springer Berlin Heidelberg.
Lerman, D., & Garbarino, E. (2002). Recall and recognition of brand names: A comparison of word and nonword name types. Psychology & Marketing, 19(7‐8), 621-639.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
Mohr, L. A., & Henson, S. W. (1996). Impact of employee gender and job congruency on customer satisfaction. Journal of Consumer Psychology, 5(2), 161-187.
Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1996). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17.
Wu, J., DeSarbo, W. S., Chen, P. J., & Fu, Y. Y. (2006). A latent structure factor analytic approach for customer satisfaction measurement. Marketing Letters, 17(3), 221-238.