A Study on Customer Loyalty and Satisfaction towards Products and Service of Sequoia Pvt Ltd

Abstract Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the SEQUOIA PVT LTD. Customer Satisfaction Index model to A health care factory to analyse customer satisfaction and loyalty. We surveyed 100 customers served by one healthcare factory organizations in Chikkaballapur District, Karnataka state. A partial least square was performed to analyse and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.