Customer Satisfaction Theory

Customer Satisfaction Theory suggests that a customer’s level of happiness with a product or service depends on how well their expectations are met or exceeded. If the experience matches or surpasses what they anticipated, they feel satisfied; if it falls short, they are dissatisfied. Businesses that consistently meet or exceed customer expectations tend to build loyalty, positive reputation, and repeat business. This theory underscores the importance of understanding customer needs and delivering quality to foster long-term relationships and success.