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DIAMONDS"
Submitted to
By
Reg. No:060230261
Lecturer
Mangalore
2009-2010
Whether the buyer is satisfied after purchase depend on the offers performance in
Customer satisfaction cannot be very difficult. After all you either satisfied with the
services you receive or you are not. If you don¶t you are not. If it is that easy, then
obtaining people's opinion about how satisfied they are with relatively straight
It looks at what is involved from 3 different angles, the first is from the view of an
organisation wishing to understand, and measures, how satisfied its customer are
with
the products and services they receive from it. The second is from the perspective
of a
research agency that has been asked to obtain feedback from customers and about
their experiences when dealing with companies. Finally it considers the issue from
the
performance indicator within business and part of the four prospective of balanced
score card.
IN a competitive market place were businesses compete for customers, customer
High performing businesses have developed principles and strategies for achieving
customer satisfaction. This paper presents a framework or set of ideas for using
The framework suggested that resident who live in tough neighbourhoods can be
who informed perspectives influence decisions about what, how, when, and where
DEFINITION
BUT there is general agreement with kotler (2003) that "customer satisfaction is a
In short customer satisfaction is "The provision of goods or services which fulfil the
customer expectation in terms of quality and service, in relation to price paid."
IT costs atleast 7 times more to source a new customer than it does to retain
existing
one
A 'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied' customer will
tell
14-15 people.
Companies can boost profits anywhere from 25% to 125% by retaining a mere 5%
Totally satisfied customers were 6 times more likely to use that services and
Customers who have a bad experience with you and do not complain are only 37%
Customers who have an opportunity to complain and the complaint is achieved are
serviceof quality
reliability of service
Speed of enquiries
Number of time had to contact the service.
place.
of the state of satisfaction will vary from person to person and product/service to
and physical variables which correlate with satisfaction behaviours such as return
and
recommend rate. The level of satisfaction can also vary depending on other options
Work done by berry (bart allen) and brodewr between 1990 and 1998 defined ten
standard of consumer satisfaction academic research has shown that the national
ACSI score is a strong predictor of gross domestic product growth, and an even
economic level, research has shown that ACSI data predicts stock market
performance, both for market indices and for individually traded companies.
Increasing ACSI scores has been shown to predict loyalty, word of mouth
annually for more than 200 companies in 43 industries and 10 economic sector. In
The net promoter score is a management tool that can be used to guage the
consumer a single question (usually, "how likely is it that you would recommend us
to
one of 3 groups, promoters, passives and detractors. In the net promoters are
viewed
purchases, longevity and referrals, while detractors are seen as liabilities that
destroy
reverse. The kano model offers some insight into the product attributes which are
by touching the "gustometer" screen with their fingers. The responses are collected
Management can then log into their private website and use the sophisticated
business intelligence reports which are built into the gustometria system.
HISTORY OF DIAMONDS
THE name diamond is derived from ancient greek adawa (a'damas), "people",
Diamonds are thought to have been first recognised and mined in india, were
significant alluvial deposits of stone could be found many centuries ago along the
rivers penner, Krishna,and Godavari. Diamonds have been known in india for atleast
3000 years ago but mostly likely 6000 years.
Diamonds have been treasured as gemstones since their use at religious icons
in ancient india. Their usage in engraving tools also dates to early human history.
The
popularity of diamonds has been risen since 19th century because of increased
supply
improved cutting and polishing techniques, growth in the world economy, and
the only product of combustion was carbon dioxide providing that diamonds is
composed of carbon. Later in 1797, Smithson tennat repeated and expanded that
resistance to scratching and is graded between (softest) and 10 (hardest) using the
Diamond's hardness has been known since antiquity, and is the source of its name.
materials, such as boron nitride, the hardest diamonds can be only scratched by
other
harder than any large crystal diamond. Those aggregrate are produced by high
The hardest natural diamonds originated mostly from the copetion and bingara
fields located in the new England area in new south wales Australia. These
diamonds are generally small, perfect and are used to polish other diamonds.
Identification
Diamonds can be identified by their huge thermal conductivity. Their high refractive
index is also indicative, but other materials have similar refractivity. Diamonds cut
glass, but this does not positively indentify a diamonds because other materials
such as quartz, also lie above glass on the mohs scale and can also cut it. Diamonds
can scratch other diamonds but this can result in damage to one or both stones.
PRODUCTION
Approximately 130 million carats of diamonds are mined annually with a total value
Roughly 49% of diamond originate from central and southern Africa ,although
significant source of the mineral have been discovered Canada , India, Russia,
Brazil,
and Austria's they are mined from kimberlitic and lamtroite volcanic pipes , which
can
bring diamond crystals , originate from deep within the earth where high pressure
and
temperature enable then to form , to the surface . the diamond supply is controlled
by
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