Sunday, December 2, 2012

Define Customer Satisfaction's Concept (Summary of Mankiw's)


Consumer choice to choose from the various combinations of goods doesn’t only depend on budget constraints, but also on the preference for items. Consumer preferences allow him to choose different combinations of two goods, such as Pepsi and Pizza. If a customer is offered a choice, he would choose the combination that best suits his taste. If both combinations are equal to his taste, it can be said that the consumer indifference to the two combination.

Consumer preferences can be represented by the indifference curve, which shows the combination of Pepsi and Pizza which promote equal satisfaction to the consumer.

indifference curve
Indifference Curve
Movement Along an indifference curve
Consumers are said to be indifferent to the combination of A, B, and C because the dots were still on the same curve. It can be clearly seen also that if pizza consumption is reduced, for example, from A to B, the consumption of Pepsi is increased to maintain customer satisfaction. Slope of any point on the indifference curve shows the willingness of consumers to swap an item with other items. This rate is called as marginal rate of substitution / marginal rate of substitution (MRS). MRS measures how many Pepsi consumers need to compensate for the reduction of one unit of Pizza. Note that the indifference curve is not a straight line. This happens because the MRS is not the same for all points on the curve. The rate at which consumers are willing to exchange an item with other items depends on the amount of goods that have been consumed. The rate at which consumers are willing to exchange Pizza with Pepsi depends on whether he is hungry or thirsty, which in turn depends on the number of Pizza and Pepsi that has been consumed.

These are four properties of indifference curves.
1. Higher indifference curves are preferred over the low one
2. An indifference curve is downward sloping
3. Indifference curves are not crossed each other
Indifference curves crossed each other as shown below may not happen. It is because of this premise will not fit or contradict the main premise in economy: consumers prefer to consume more stuff.

Crossed Indifference Curve - impossible
Crossed Indifference Curve - impossible
4. Indifference curves are bowed inward
People are more willing to exchange goods when they have abundant and less willing to exchange goods when they have a few


At point A, the consumer has few Pizzas and many Pepsi, so it takes a lot to make him exchange Pepsi to a pack of Pizza. MRS = 6 Pepsi per one pack of Pizza. At point B, the consumer has a lot of Pizza and a few Pepsi, so he just needs a little extra Pepsi to cut a pack of Pizza. MRS = 1.

Source: Principles of Economics - Mankiw (5th)

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