Expectations
As previously
mentioned, customer loyalty depends fundamentaly on a clients satisfaction.
This satisfaction is related to their expectations. Satisfaction is
related to what the consumer expects before purchasing and what he
perceives after buying. In relation to the expectations we can distinguish:
1. Adequate
service. The
standard level that the consumer considers appropriate.
2. Expected.
The expected service. How a person supposes the service will be before
receiving it.
3. Desired.
The desired service - what is ideal for a certain client.
The adequate
service marks out a minimum that the consumer wants to receive. The
expected service corresponds to the clients realistic expectations.
The desired
service consists of incorporating a clients specific preferences in
relation to a certain type of service.
