Enhancing the value of a product through service which meets or exceeds customer expectations.
From the provider's perspective, the degree to which the service's features conform to the organization's specifications and requirements; from the customer's perspective, how well the service meets or exceeds expectations and how much satisfaction it provides.
Managed Care Organization's success in meeting the nonclinical customer service needs and expectations of plan members.
The customer's global evaluation of a service offering built up from a series of evaluated experiences; an attribute in consumer's choice processes; a way of achieving success among competing services.
The level of service received on a web site in comparison to expectations. Dependent on reliability, responsiveness and availability of staff and the web site service.
Customers' perception of how well a service meets or exceeds their expectations. p. 330
the manner in which service is provided as it influences the degree of satisfaction with a good or service. Page 297
An MCO's success in meeting the nonclinical customer service needs and expectations of plan members.