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Imm 2

Abstract:

Bazargan Kala Co., which is an importer and distributor of agro-chemicals has received some complaints from a few of it’s customers who are dissatisfied from them. They have decided to make a customer satisfaction survey to find out about the extent of customer satisfaction and if it is necessary, improve some customer related performances. Finally, they would like to design a communication strategy to communicate the probable improvements with the current and potential customers.

Bazargan Kala has decided to use Kano Model to classify its product and services attributes based on how they are perceived by customers and their effect on customer satisfaction.


Customer Satisfaction Concept:
More and more business enterprises realize that customer satisfaction is crucial for future business success. Striving for customer satisfaction means understanding and anticipating what customers want of the products/services in the future but do not expect of them. The......


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Approximate Word Count: 5470
Approximate Pages: 22 (250 words per double-spaced page)

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