Total Customer Satisfaction(TCS) Total Customer Expectation CS TCS Analyzing Exceed customer Survey firm's offe Solution expectation for the ke analysis Gap Model Measuring Satisfaction Periodic Surveys Service Customer Loss Rate COMPANY Service Delivery mmunications Customer-Driven o Customers Mystery Shoppers Service designs and Monitor competitive Company Perceptions Consumer Expectations Source: Valarie 4. Zeithaml& Mary Jo Bitmer (2005)13 TCS TCS Max. customer delivered value Max. customer delivered value CS Survey CS Survey Solution for the key problems Solution for the key problems Improve the degree of CS Improve the degree of CS Total Customer Satisfaction (TCS) 14 Exceed customer expectation Exceed customer expectation Customer expectation analysis Customer expectation analysis Analyzing firm’s offer Analyzing firm’s offer Gap analysis Gap analysis Solution Solution Total Customer Expectation 15 Gap Model External Communications to Customers Service Delivery CUSTOMER COMPANY Expected Service Customer-Driven Service Designs and Standards Perceived Service Company Perceptions of Consumer Expectations Source: Valarie A. Zeithaml & Mary Jo Bitner (2005) 16 Measuring Satisfaction Periodic Surveys Periodic Surveys Customer Loss Rate Customer Loss Rate Mystery Shoppers Mystery Shoppers Monitor competitive performance Monitor competitive performance