Kotler (1997, citing in montakarn Kan, splendid 2552: Sakon.25) the satisfaction is the party as a result of the comparison of the work of the product according to see or understand to the expectations of the people. Therefore, the level of satisfaction.(Perceived Performance) expectation (Expectations) satisfaction can be divided into broad, 3 levels together and
.One customer may experience either in the 3 this level, that is, if the functionality of an offer (or products). Don't meet expectations customer dissatisfaction would occur if the functionality of the proposal (or products).The customer is satisfied, but if exceed expectations. The customer more satisfied more. Total value for consumers (Total customer value) is the sum of the benefits (Utility) from any product or service service after one's value.
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