Information for variables 1 and 2 was obtained from the company records. The customer satisfaction score was obtained from the responses provided by the prospective customers who were visited by the sales representatives. The satisfaction scores for both the sales reps. It is interesting that both these variables belong to the customer satisfaction category. Unless a customer is satisfied with the sales representative and his or her credibility, it is unlikely that the customer will provide any references.
Customer satisfaction is a very important competitive tool.
In these days of intensive competition many organizations are giving increasing emphasis to customer service and satisfaction. When companies introduce technologies they seldom consider how those technologies will affect customer perceptions and their satisfaction. There are very few studies which focused on customer satisfaction with the technologies introduced by the companies. The ultimate aim of any technology should be to satisfy the needs of the customer who pays for all this. However, the statistical differences in both these cases are not significant.