Discussion
The customer satisfaction is measured based on the relationship of........................
Answer: B
Customer satisfaction is measured by the relationship between perceived performance and expectation.
Kotler defines satisfaction as a person's feelings of pleasure or disappointment from comparing a product's perceived performance (or outcome) with his or her expectations. If performance falls short, the customer is dissatisfied; if it matches, satisfied; if it exceeds expectations, delighted.
The other options substitute something else for one side of that comparison: 'real' performance rather than what the customer perceives, advertised outcomes rather than personal expectations, or past experience, which is only one of several sources of expectation.
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