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... Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary, National... collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys to... Richard_Tate@nbc.gov . Individuals providing comments should reference Customer Satisfaction Surveys...
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... Satisfaction Index (ACSI) E-Government Web Site Customer Satisfaction Surveys AGENCY: National Business Center...@nbc.gov . Individuals providing comments should reference Web site Customer Satisfaction Surveys. FOR... required to obtain a benefit. Title: American Customer Satisfaction Index (ACSI) E-Government Web...
The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students' level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students.…
Eskildsen, Jacob Kjær; Kristensen, Kai
Introduction: The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for businesses is the level of the seven indices in the EPSI...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....... & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...
Daniel H. Simon; Gomez, Miguel I.
We conduct two studies to test three hypotheses: (1) Competition increases a firm's customer satisfaction; (2) Rivals' customer satisfaction increases a firm's customer satisfaction; (3) Rivals' customer satisfaction reduces a firm's sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfaction ratings from the American Customer Satisfaction Index. Results from both studies provide support...
Gritti, Paola; Foss, Nicolai Juul
We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....
Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...
Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...
Kristensen, Kai; Martensen, Anne; Grønholdt, Lars
The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...
The purpose of this thesis was to measure the level of customer satisfaction in Taitopuoti Paperinauha. By doing the customer satisfaction research the level of satisfaction of Taitopuoti Paperinauha’s customers with its customer service and products was determined. Both the physical store and online store were included in the research. Consumer behaviour and customer satisfaction are concepts that are dealt with in the theoretical part of the thesis. After the theoretical part the result...
Ngobo, Paul-Valentin; Casta, Jean-François; Ramond, Olivier,
published on line : 2011/01/08 International audience This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts respond to changes in customer satisfaction but not to the ACSI metric per se. Furthermore, the effects of customer satisfaction are asymmetric...
The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different countries. The scores of customers and employees satisfaction of the different published works were tran...
Ambrož Milan; Praprotnik Martina
This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point ...
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, conta
Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn
Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results of a...
This thesis is a customer satisfaction survey and it has been conducted for Kodin Terra Nokia hardware retail store, which is part of the SOK-service network of companies operating in the Pirkanmaa region. The purpose of this thesis was to find out how satisfied the business customers are with the services and products of Kodin Terra Nokia and what could be done to increase the customer’s level of satisfaction. In addition the aim was also to find out how well the expectations of the customer...
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...
Bizi Mubiri, Joleen
The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Specifically, the thesis used Lake Kivu Serena Hotel as a case study. Customer retention is achieved by involving customers in improving the quality of services offered by a hotel. Moreover, customers feel appreciated when they realize that the hotel is committed to improving their experience. Qualitative and quantitative methods of research were used to collect the data for the re-...
Jesús Cruz Álvarez
Full Text Available In today’s business environment, all organizations are required to focus on their customers in order to fully understand their needs. There is a need to drive and engage strategic actions in order to close any potentials gaps between customer´s expectations and manufacture´s deliverables. Current customer satisfaction theory appears to be excluded from a holistic model that broadly covers the extent of customer satisfaction concept.This article empathizes the need of an integrated customer satisfaction model that the organization can use as a strategic platform to increase sales, business performance, branding, market share, and customer loyalty, based on specific methodology that translates customer needs into a reliable business plan.
Bala Ramasamy; Matthew Yeung
This paper evaluates the extent to which the American Customer Satisfaction Index (ACSI) acts as a determining variable of the US consumption function. Results show that the ACSI is a significant self-predictor of personal consumption expenditure, as well as a potent policy variable even when income and wealth are controlled for.
Jackson, Todd; Wood, Ben D
There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations. PMID:22279715
The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasizes the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queuing theory), psychology of customers in waiting lines with illustrations from library situations, discusses ways and m...
Approved for public release; distribution is unlimited This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and internal customers. This research conducts a comprehensive literature review of the prominent customer satisfaction trends, while exploring the idiosyncrasies of customer satisfaction that are unique to AF Contracting. F...
In this contribution, a model of evaluation of customer satisfaction about training programs is described. The model is developed and implemented for an association of training companies. The evaluation has been conducted by an independent organisation to enhance the thrustworthiness of the evaluati
A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)
This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…
Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...
The main objective of the thesis was to assess the level of customer satisfaction of the airline company Tiger Airways, which is a low-cost airline with a considerable number of dissatisfied customers. In the study the theories of customer satisfaction were reviewed for providing solutions for the airline to reduce the number of discontented customers. To analyze the current situation of the airline company’s customer satisfaction the quantitative research method was used. The research ma...
Depaire, Benoit; Vanhoof, Koen; Wets, Geert
During the last three decades, the focus of customer satisfaction research has shifted from what it was about the product or service that customers found satisfying to how and why customers became satisfied. This resulted into several models that try to explain the customer's satisfaction behaviour, among which the expectancy-disconfirmation paradigm is one of the most prominent models. This model identifies three elements which have an influence on the customer's satisfaction level: i.e perf...
Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros
Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.
Okojie, Stella efe
Measuring user satisfaction with information systems has attracted widespread research attention, given it is often used as an indicator of success. The internet has allowed applications to be extended to customers of an organization, where interaction can take place through a web site, typically from home or office. With the increasing amount of research into internet marketing and electronic commerce (e-commerce), service quality in online environments has become recognised as an importan...
Sundin, Klas; Nordin, Fredrik
Customer satisfaction has become an increasingly important factor over the years and companies are starting to realize how important it is to satisfy their customers. This study aims to investigate which the most influential factors behind customer satisfaction are. This led to the creation of the following research question: Which are the most influential factors that affect customer satisfaction in Swedish banks? The research question was answered by the statistical testing of nine hypoth...
... medlineplus/survey/foreseesurvey.html The ForeSee Customer Satisfaction Survey To use the sharing features on this page, ... en español. NLM uses the ForeSee Customer Satisfaction Survey to measure online user satisfaction. The survey measures ...
Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly
. Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry...... to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies.......The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction...
This thesis is a customer satisfaction research for the ICT (information and communication technology) service provider Company X. The thesis was conducted in order to find out the customer satisfaction level of the customers of Company X. Also studied were the reasons why customers ended up choosing Company X as their service provider. The study also examined the customers’ future purchase plans and if the recent organizational changes in Company X had affected the customer relationships. Th...
The purpose of this thesis was centred on measuring and developing customer service in Waskia restaurant. What is the customer perception of service quality and customer service of Waskia restaurant? The theoretical framework focuses on description and analysis of customer satisfaction and importance of customer satisfaction. The empirical study of this thesis was accomplished by quantitative research by use of questionnaire. The questionnaire was designed on the basis of theoretical study re...
... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...
The thesis deals with a survey of customer´s satisfaction in Jiří Mahen Library in Brno. The theoretic part describes the problematics of marketing research, the branch of allowance organizations and a questionnaire as a tool for collecting information. The practical part of the diploma work analyses and presents the results from the questionnaire investigation, recommendation and suggestions for improvement, which could lead to increase an of the visit rate of the Jiří Mahen Library, to an i...
Feliks Anggia Binsar Kristian P.; Hotman Panjaitan
This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty.Fast Food Restaurant KFC, always strive to continue to make improvement in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the custome...
The theoretical part of the master thesis focuses mainly on particular methods to help to identify customer satisfaction with regard to the specific processes in the hotel industry. The practical part determines the customer satisfaction in the hotel Jalta. A customer satisfaction survey based on a research of the web pages www.hrs.com, www.booking.com, www.tripadvisor and the evaluation of questionnaires provided by the hotel Jalta has been carried out. In addition a mystery shopping with an...
Ariana Nefat; Nika Paus
Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfa...
Customer satisfaction becomes the object of a research quite often, especially in business. If the company cares about its customers, it will put effort to know how satisfied they are with the services or products. Satisfied customers are loyal customers, who bring profit and other, new customers. Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer s...
Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder
Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in...... other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly...... based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer...
Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders
Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...
Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki
This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...
This study was conducted to clarify which factors influence customer satisfaction and why is it important. In the study overall satisfaction of case company, Pointguard, was studied as well. In the theoretical part factors influencing customer satisfaction are introduced and explained in detail. Main chapters discuss of expectations and quality, but other factors such as personal and situational factors are handled as well. Material for the theory was collected from literature and articles. F...
Nidhi P. Shah
The main aim of this research paper is to find customers satisfactions with relations to some variables like individual features, price, brand name etc. In this study researcher has focused on the customer of Bhavnagar city and research is carried out by primary data analysis tools like Correlation, study indicates an average satisfactions of customers toward MOBILE HANDSET USERS OF SAMSUNG. Key words: Mobile handset, Karl Pearson's Correlation, frequency, Samsung
Eskildsen, Jacob Kjær; Kristensen, Kai
The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...... structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions....
Evgeni Stanimirov; Borislava Cherkezova
Intensive competition in the area of business services stimulates companies to try to manage the satisfaction and loyalty of their most important customers. Front office personnel of companies selling their products, through their attitudes and behaviour, affect the satisfaction and loyalty levels of customers. The ability of sales staff to assess comparatively accurately whether customers receive the desired and expected service level is important from the viewpoint of marketing. The precise...
Torres, Anna; Trib??, Josep A.
This paper studies the interaction between ownership structure, taken as a proxy for shareholders? commitment, and customer satisfaction - the main driver of consumer loyalty - and their impact on a firm?s brand equity. The results show that customer satisfaction has a positive direct effect on brand equity but an indirect negative one because of reductions in ownership concentration. This latter effect emerges when managers are mainly customer-oriented. Such result gives out a warning signal...
Customer satisfaction is the key to every successful business in the sense of profit motive, as well as in the long run. It is the desire of every business to be able to understand their customers’ need. Many businesses, especially related with the service industry, carry out different surveys and conduct research in order to know what their customers really want. This research was carried out to measure the customer satisfaction level in Mount Sherpa restaurant. The results and findings ...
Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch
Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that i...
Full Text Available In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model.
Feliks Anggia Binsar Kristian P.
Full Text Available This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty.Fast Food Restaurant KFC, always strive to continue to make improvement in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the customer with the restaurant.The research population was all KFC fast food restaurant customers at Rungkut Surabaya, Indonesia. From the results of the testing of the model in this research, by using accidental sampling, analysis of structural equation models, and using Amos 20 software support, the 200 respondents, was able to explain the relationship between the total service quality, customer relationship management, customer satisfaction, and customer loyalty KFC fast food restaurants Rungkut Surabaya Indonesia.The result shows that: total quality service have significant effect on customer satisfaction; total quality service have significant effect on customer loyalty; customer relationship management have significant effect on customer satisfaction; customer relationship management have significant effect on customer loyalty; customer satisfaction significantly effect customer loyalty.
Kristensen, Kai; Eskildsen, Jacob Kjær
The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire...... consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction....
Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman
This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…
MEENAKSHI GANDHI; PARULAGRAWAL
The purpose of this paper is to determine the factors that have an impact on sustaining customer satisfaction among customers in Indian banking. It costs five times to attract a new customer than to retain the current one and it costs 16 times to bring a new customer to the current level of profitability as the customer who just left you was. Asatisfied customer is most likely to retain his services and would give more business through alternate channels in banking and by referrals also. With...
TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...
Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky
Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…
Pantouvakis, A.; Krystallis, Athanasios
customers' overall satisfaction. Methodology/ Approach: The results are based on a questionnaire survey in 9 major Greek Public hospitals answered by 1298 respondents. Dimensions of satisfaction are derived and confirmed with CFA whereas a multinomial logistic regression model provides evidence on its...
ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...
This paper discusses the design of a customer satisfaction measurement index system of erpress mail service. It presents objectives and principles of the design based on hierarchical structures. We have devised a diagram for modeling customer satisfaction, and a detailed analysis of customer satisfaction is conducted. This paper presents our customer satisfaction model and analysis results.
... 26 Internal Revenue 20 2010-04-01 2010-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and... may be employed to gather data regarding customer satisfaction. Information to measure...
Hamed Mohafez; Vahidreza Mirabi; Bahram Kheyri
Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer sat...
Full Text Available Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfactory is provided by the critical incident technique, where causes of dis/satisfaction differ primarily depending on whether they derive from interpersonal contact or from contact with technology. The evidence of service, which includes people, process and the physical evidence, plays a critical role in a customer’s dis/satisfaction. The influence of these elements cannot be observed separately; it must be observed in their interaction during the delivery of service and their strongest effect is achieved during face-to-face service encounters that have the characteristics of a theatre metaphor. Even though a high level of satisfaction may be achieved after the recovery of a service, enterprises should aim to conduct excellent service encounters right from the start.
Kristensen, Kai; Eskildsen, Jacob Kjær
with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from......The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship...
Ardeshir Tajzadeh Namin
Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.
Małgorzata Lisińska-Kuśnierz; Teresa Gajewska
Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics...
This customer satisfaction survey was done for the Oy Poppamies. The main goal was to find out how satisfied the customers are and which functions of the company operations are working well and which need improvement. In the survey there were five researched topics: background of the respondents, familiarity of the company, online store, retailers’ services and product selection and the products of the company. The research included extensively all the main operation functions. Objective of t...
The main aim of this diploma thesis is based on the analysis of services provided by the newly renovated hotel, which is located in the center of the small town Jaroměřice nad Rokytnou and analysis of the customer satisfaction with these hotel services provided.
MORADI ALIABADI, Bahareh; GOLMORADI, Ali; PARVIZY, Narges
Abstract. In today's world of communication with the customer is the center of attention. In the center of this system is customer service and customer satisfaction Profitability for banks and financial institutions leads. The purpose of this study was therefore to introduce the system model of customer satisfaction, customer relationship can be established. The associated variables with customer satisfaction in the CRM are examined In this study.This study considers a conceptual model that i...
Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin
This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.
Lewin, Jeffrey E.; Biemans, Wim; Ulaga, Wolfgang
This study examines the impact that downsizing of suppliers' sales and support personnel has on business customers' satisfaction. The study investigates what influence cultural differences may have on business customers' evaluations of satisfaction with and loyalty toward downsized suppliers. Survey
ROMANESCU MARCEL LAURENTIU
Full Text Available Any company should carry out at the same time certain activities with a view to attract customers and retention, investing various resources, depending on the level of development of the company, of the product/service and of the market. This article refers to the analysis strategies implemented by the managers with a view to attract new customers, but also for the maintenance of the existing, more exactly maintaining those customers who are included in the portfolio company. Conclusion resulting from this material makes a demarcation between the two strategies customer-facing and implemented by company managers, more exactly which is the most important strategy for developing their own business. This Article plays a model for the assessment of customer satisfaction, which is applicable within the framework of a company who wishes to be successful on the market action and be competitive.
Habib A. Mirghafoori
Full Text Available This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between factors were specified by cause and effect diagram (system dynamics. At the end, by use of cause and effect diagram, experts viewpoints and literature review of the study, the flow diagram was prepared. The following, some loops are explained. After that, two scenarios including the impact of increase in credit sales and also reducing the delay in shipment which are suggested by Mobarake steel complex are analyzed by use of flow diagram and Vensim soft ware.As a conclusion the paper proposes some suggestions to Mobarake steel company in order to improve its customer satisfaction.
Palade Alexandru Constantin
Full Text Available The main objective of the study is to establish the satisfaction degree of the heavy commercial vehicles market customers. This scientifical endeavour is justified by the major importance given by the producers and distributors of such vehicles to the beneficiaries’ satisfaction, a hich importance factor in the product development, customer relations inprovement and market share growth. After the 2008-2009 financial crisis, when the Romanian heavy commercial vehicles market collapsed, the growth trend was linear and moderat, but the market structure changed significantly. Having on one hand high technological costs, generated by the European legislation on pllution reduction and road safety and, on the other hand, the beneficiaries’ price pressure, the top producers from the deveoped countries focused on the optimization of the cutomers’ satisfaction degree and the development of their loyalty towards the brand. In order to achieve this, there has been developed a selective qualitative research, in the form of a questionnaire, among the most important customers of MHS Truck & Bus SRL – the importer of MAN trucks in Romania. The questions were directed towards obtaining informations regarding the customers’ product perception, identifying the main acquisition motivations and finding the main issues in successfully implementing the main politics of the relational maketing. The obtained results generally showed a good satisfaction result, the main complaints regarding subjects indirectly linked to the distribution, like service performance or road assistance.
Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R
Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PMID:20476831
Leminaho, M M
This article provocates the discussion around customer satisfaction. Traditionally, it has been recognized as customer's dissatisfaction or an experience of a specified matter. In industrial relationships process nature and relationship development play a role in understanding the concept of customer satisfaction. This article tries to reflect the concept of satisfaction with industrial relationships.
Lüth, Dr. Maren; Spiller, Prof. Dr. Achim; Lülfs, M. Sc. Frederike
This study analyses the impact of customer satisfaction on economic success considering as an example the organic food retail trade. In addition, the influence of customer satisfaction on customer loyalty is examined. The study is based on 885 customer interviews and an analysis of management ratios of 11 organic food shops. The results show that customer satisfaction is a relevant key to economic success. Regression analysis results show, that some 45 % of sales per m² can be explained by th...
Customer satisfaction has been studied by many researchers as it is essential to measure whether customers are truly satisfied or not. Businesses seek to understand the level of customer satisfaction in their organizations in order to take steps to improve their quality of service. Therefore, customers are treated as essential to the success and survival of any kind of business venture. The satisfied customer helps to increase the reputation and sales volumes of the business. The satisfaction...
Daiane Lindner Radons; Carolina Cunha Torres; Paulo Sérgio Ceretta
Customer satisfaction has become one of the most relevant aspects for companies due to the increase consumer requirements who passed to enjoy a growing range of products and services. In this context, several studies were conducted to create and refine models, like the Swedish Customer Satisfaction Index, American Customer Satisfaction Index and European Customer Satisfaction Index, to identify the customer satisfaction level. This article aims to measure the customer satisfaction level with ...
The object of the bachelor´s work is the issues of marketing research focused on customers satisfaction of Wellnes Ohrada. The bachelor´s thesis deals with a questionnaire and with its implementation in the hotel. The theoretical part of the bachelor´s work contains basic terms and marketing´s analysis techniques. The practical part of the work presents issues of customers´ dissatisfaction based on analysis of questionnaires. At the end of the work, important information is evaluated and set ...
Eskildsen, Jacob Kjær; Kristensen, Kai
Introduction: The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for businesses is the level of the seven indices in the EPSI...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....... & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...
Ardeshir Tajzadeh Namin; Niko Pilevary; Aidin Tajzadeh Namin
The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy) and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are...
The fitness industry is blooming, and people are keen on healthy lifestyles. Training centers attract more and more people nowadays. Tourists travel to Phuket, Thailand for training camps lasting several weeks. A well-known training center, Tiger Muay Thai, offers a wide range of fitness classes and working out premises and in addition accommodation, recreational activities, and food services. The goals of this study are to find out the level of customer satisfaction towards the services o...
Raza, Syed Ali; Jawaid, Syed Tehseen; Hassan, Ayesha
This study determines the effects of service quality dimensions on customer satisfaction in Pakistan by using SERVQUAL model. A survey research questionnaire of 30 items has been adopted and collects the data of 400 respondents from the users of internet banking of different bank located in Karachi city of Pakistan. Reliability analysis shows that all dimensions are reliable. Results of factor analysis confirm the grouping of adopted questioner. At last, regression analysis indicates signifi...
L. Bajetta; F. Ielasi; L Munari
Purpose – The purpose of this paper is to present the results of a survey that aimed to analyse the state of organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design/methodology/approach – The research was conducted by questionnaire, to which 92 banks responded, representative of 77 per cent of the total assets of the Italian banking system. Findings – The analysis of the results makes it possible to highli...
Eskildsen, Jacob Kjær; Kristensen, Kai
This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their...
Eskildsen, Jacob Kjær; Kristensen, Kai
This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their...
Söderlund, Magnus; Gunnarsson, Jonas
The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of satisfaction among high familiarity customers compared to low familiarity customers, given a high performance level. On the other hand, given a low performance level, high familiarity and low familiarity ...
Houshang Taghizadeh; Mohammad Javad Taghipourian; Amir Khazaei
Today, customer satisfaction is an important issue for organizations. Being a winner or loser is based on the percentage of customers that they have retained. This is why many scholars and researchers have continually stressed the importance of customer satisfaction. On the other hand, customer is one of the most important stakeholders in any organization because, without the customer, the organization probably will not succeed. So a customer behavioral intentions and responses, is one of the...
Nobuhiko Terui; Shohei Hasegawa; Taemyung Chun; Kosuke Ogawa
Customer Satisfaction Index has been developed in many countries including North America, Europe and Asia last decades, which are based on Americal Customer Satisfaction Index (ACSI) by the University of Michigan, where the latent factor "Customer Satisfaction" related to the customer loyalty is estimated by a covariance structural model with six factors generated from 17 question items and PLS method. They apply the identical structural model to all companies in order to measure the national...
Adeel Daniel; Muhammad Ashar; Hafiz Ihsan-Ur-Rehman; Wahab Shahbaz
This research paper is intended to establish the impact of the employee satisfaction on the customer satisfaction. Customer satisfaction is the emerging issue nowadays and the present study was conducted to evaluate the customer satisfaction via employee satisfaction. This study is focused on the services sector especially in banking sectors of Pakistan. A stratified random sampling was taken to conduct the field survey. Furthermore, two different questionnaires have been developed on 5 point...
... https://medlineplus.gov/survey/foreseesurvey.html The ForeSee Customer Satisfaction Survey To use the sharing features on this ... and MedlinePlus en español. NLM uses the ForeSee Customer Satisfaction Survey to measure online user satisfaction. The survey ...
Dr. Moguluwa Shed Chinwuba; Ode Egene
Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Nigeria. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Find...
Bolten, Jan; Kennerknecht, Raphael; SPILLER, Achim
Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...
Onyango, Shalotte Salmi
The purpose of this thesis was to analyze the current customer satisfaction and service levels of the Nakumatt mega city Supermarket through an efficient customer satisfaction survey. It is important for a company to work towards satisfying customers’ needs and expectations in order to flourish. The main objective of the study was to discover solutions to improve customer satisfaction and to increase the level of Nakumatt customer services in order to retain and attract new customers. Ano...
Eskildsen, Jacob Kjær; Kristensen, Kai
a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry......The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as consumer preferences affects customer satisfaction. Here....... The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....
Lulfs-Baden, Frederike; SPILLER, Achim; Zuhlsdorf, Anke; Mellin, Matthias
The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyzes the impact of customer satisfaction and its driving forces for farmer-to-consumer direct marketing and is based on a customer survey among 1,537 customers in 33 organic and conventional on-farm stores in Germany. The results emphasize the role of store atmosphere, customer service and product quality as the main factors which influence customer satisfaction.
Azadivar, Justin Sepehr
This dissertation introduces the Binary Customer Satisfaction Model for addressing logistics issues. In typical logistics problems, the arrival of customers through a demand process is considered external to the management decisions. In practice, it is typically the case that customers will respond to changes is service policy by changing their behavior. The Binary Customer Satisfaction Model provides a simple customer behavior model that directly interacts with the service policy and provide...
2004 ITACS Customer Satisfaction Survey Report The IT Strategic Plan, The Information Revolution: Planning for Institutional Change, proposed a number of recommendations to improve management, customer responsiveness, and accountability for the IT arena at NPS. A periodic customer satisfaction survey was included as one of those recommendations.
The purpose of this thesis was to find out the satisfaction level of the customers of Sinooperi Homestore Pori and the possible areas, which needs improvement. Sinooperi Homestore Pori is part of S. Hobby Oy, which was established in 1980 in Helsinki. Sinooperi Homestore Pori was established in 2008 after S. Hobby Oy bought Masku Koti´s stores in Pori, Lahti and Turku. The Store in Pori has crafting and decorating products in their selection. The theoretical part of my thesis includes subj...
Department of Homeland Security — This report focuses on the customer satisfaction of companies currently enrolled in the E-Verify program. Satisfaction with E-Verify remains high and follows up a...
The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction and measure e-customer satisfaction level from e-stores. In con...
Andrzej Kobylanski; Bozena Pawlowska; Anna Strychalska-Rudzewicz
This paper aims at presenting the concept of customer satisfaction in the context of activities focused on quality management in the food industry enterprises in Poland and in the USA. The studies were conducted in food industry enterprises that possessed quality systems, certified according to ISO 9001:2000 standard. Author-investigated assessment of enterprisesâ€™ activities in the area of customer satisfaction management indicate that American and Polish companies have similar perceptions ...
... URBAN DEVELOPMENT Proposed Information Collection; Comment Request: Generic Customer Satisfaction... information: Title of Proposal: Generic--Customer Satisfaction Surveys. OMB Control Number, if applicable... our customers. HUD will conduct various customer satisfaction surveys to gather feedback and...
Kah-Hin Chai; Yi Ding; Yufeng Xing
This study investigates the possible spillover effects of customer satisfaction from product manufacturer to service provider, and vice versa. The survey results provide empirical evidence for the presence of spillover effects of quality and customer satisfactions in the mobile phone industry. This finding suggests that research on the ways in which quality affects customer satisfaction and loyalty should consider the influence of partnering firms and suppliers, rather than only examine the r...
Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė
The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.
This thesis was a research and analysis of the levels of different customer satisfaction standards in the family construction company. The analysis involved conducting internal and external environment assessments of the company. The data collected on customer satisfaction from clients was carried out by using a qualitative questionnaire method. This study provided the host family construction company with recommendations on how to develop the customer satisfaction standards, which in turn wi...
The purpose of this study was to identify the aspects affecting customer satisfaction and to find out how the management can improve customer service. The purpose was to give guidelines to the case company of how to improve customer service and thus gain competitive advantage over competitors. The data to this study was gathered from various online sources and literature. The core theories and concepts were CRM, creating customer satisfaction, managing employees and complaint handling pro...
P.Isakki alias Devi; S.P. Rajagopalan
Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product's colors and design with the help of the expert system developed by using Artificial Neural Networks. The expert system's role is to capture the knowledge of the experts and the data from the customer req...
Iftikhar, Ahmed; Yusi, Zhao
Title: Advertising message and Customer Satisfaction A case of Lidl Sweden Problem: “Are the customers satisfied when they compare marketing message with services provided by Lidl grocery store?” Purpose: We aim to analyze the satisfaction level of customers at Lidl store and how effective messages delivered in the advertisement. Method: We used a primary research through the interviews of the managers in Lidl, and a survey questionnaire by the customers. We also used the secondary data from ...
The objective of this research was to measure and assess the level of customer satisfaction for Safaricom, to reveal problems that customers have come across and seek ways to improve products and services for this telecommunications company. The theoretical framework focuses on customer satisfaction, customer loyalty and the gap service quality model by Zeithaml and the total perceived quality model by Grönroos. The survey was conducted using questionnaires that were sent online and others gi...
S. M. Sohel Rana; Abdullah Osman; Md. Aminul Islam
As retail chain store business is gaining popularity very quickly, people engaged in this sector should pay special attention to the growth of this sector. The present study aims at determining the factors constituting customer satisfaction of retail chain stores in Bangladesh. Customer satisfaction of this sector can be a pivotal indicator of how well the stores are meeting the expectations of the customers. Customers of three big retail chain stores have been interviewed for the study. From...
Raja, Jawwad; Bourne, Dorota; Goffin, Keith;
Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires a...... different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction. An...... of value-in-use on customer satisfaction. Two key attributes—relational dynamic and access—were found to have the most influence on customer satisfaction. This paper contributes to the innovation field by identifying customer needs for integrated products and services and how these impact customer...
Seyed Mostafa Razavi; Hossein Safari; Hessam Shafie; Kobra khoram
This study sets out to investigate the relationships service quality, customer perceived value and customer satisfaction in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the service quality, customer perceived value and customer satisfaction were identified. Then, questionnaires were distributed among the customers of the companies. Next, Factor Analysis and Structural Equation Modelling were used to find the relationships;...
Full Text Available Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics service as well as on the analysis of importance of ten logistic services attributes influencing customer satisfaction. Methods: The research was conducted on the basis of the questionnaire designed for purchasers of logistic services. The subjects of the research were companies which are using refrigerated transport. Results: To define relation between level of customer satisfaction in the context of logistic service and logistic service attributes impacting this satisfaction Pearson's correlation method was used. In turn the model to evaluate the customer satisfaction in the context of logistic services in scope of refrigerated transport was built using multiple regression and stepwise regression methods.
Quim Llimona; Jordi Luque; Xabier Anguera; Zoraida Hidalgo; Souneil Park; Nuria Oliver
Customer center call data is typically collected by organizations and corporations in order to improve customer experience through the analysis of such call data. In this paper, we report our findings when analysing more than 26 thousand calls to the call centers of a large corporation in a Latin American country. We focus on the impact of gender and call duration on selfreported customer satisfaction. Speech-based gender detection technology is employed to automatically detect the gender...
Aurimas Dapkevičius; Borisas Melnikas
The purpose of this article is to analyze literature and find out empirical evidence on product price and quality influence on customer satisfaction through neuromarketing approach. Customers’ satisfaction on their purchase is a significant factor that leads business to success. In recent times, customer satisfaction has gained new attention within the context of the paradigm shift from transactional marketing to relationship marketing. Even it is agreed in the literature that price and quali...
... AFFAIRS Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity... solicits comments on the burden estimates relating to customer satisfaction surveys involving the National... information technology. Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB...
The diploma thesis deals with the analysis of customer satisfaction with the product. This work defines the theoretical backgroung and issues related to customer satisfaction. The basic methods and processes for analysis of the marketing environment and the isssue of a questionnaire survey. Theoretical solutions are applied to a specific product, running shoes of the company adidas. The questionnaire survey, internal and external analysis, suggests the factors with which customers are or are ...
Shirley A. Hopkins; Winter Nie; Willie E. Hopkins
The conceptual model presented in this paper illustrates the relationship that we propose exist between several aspects of culture and customer satisfaction with a service encounter. Specifically, the model proposes that (1) the effectiveness of the service script used during a service encounter is directly related to customer satisfaction with the encounter, (2) cultural differences between the customer and the service employee have an impact on the effectiveness of the service script, and (...
The main goal of this diploma thesis is to analyse the customer satisfaction with the loyalty program Active beauty and to propose some improvement suggestions. The theoretical part is focused on the issue of the customer care, customer satisfaction and loyalty. In the following part is described the situation in the retail market and chemist's market in the Czech Republic. Subsequently is introduced the loyalty program Active beauty and evaluated results of the research.
Ward, Robert; Turley, Darach
To most practitioners, effective marketing has invariably meant "looking after the customer". However, attention is being increasingly directed at the preposition in this expression. " Looking after the customer " is more than ever a matter of "looking to the customer afterwards". Customer aftercare can take many forms, from courtesy phone calls to special client get-togethers. It seems reasonable to suppose that each form may have a characteristic impact on customer satisfaction. This articl...
Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen
Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...
Zahir Osman; Ilham Sentosa
The aim of this study is to develop an indirect effect of understanding service quality, customer satisfaction and customer loyalty in Malaysia rural tourism. The model was designed and later examined by utilizing the Partial Least Square (PLS) procedure on data collected from a survey that yielded 295 usable questionnaires. The results confirmed that customer satisfaction have significant and positive partial mediating effect on service quality and customer loyalty relationship in Malaysia r...
Usha Lenka; Damodar Suar; Pratap K.J. Mohapatra
This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socioâ€“demographic variables along with human, technical, and tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest that better human, technical and tangible aspects of service quali...
Mohammed Belal Uddin
Full Text Available This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customersatisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural equation modeling was used to analyze data. Measurement model and structural model indicate that service quality and fair service charge both havepositive direct impact on customer satisfaction in a mass service industry (i.e., banking industry. It was further observed that they also have indirect influence on customer satisfaction through perceive value, i.e. perceived value has mediating role betweenquality, charge fairness and satisfaction. Bank managers are recommended to formulate operations and marketing strategies that focus on desires of customers to enhance level of satisfaction.
Full Text Available One of the most substantial factors for Tourism Industry is Hotel Industry while it could provide the necessary substructures for Tourism. Growth in Hotel industry will lead to the growth in Tourism industry. Considering a major growth in Hotel industry in recent years in Iran, in this research, numerous objectives had been pursued. The first purpose of this study is to explore four different factors of salary, age, gender, and marital status between customers. The second goal is to study customer satisfaction from two main perspectives of customers and hotel managers and explaining whether there is a significant difference in customers and hotel managers perceptions of customer satisfaction or not and what role customer satisfaction factors such as perceived quality, perceived value, image and customer’s expectations have in making these differences. Finally, the third objective is to find out whether there is a significant difference between male satisfaction and female satisfaction or not.
Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.
Full Text Available This study examines how inventory management puts positive impact on customer satisfaction and how easily we can check the performance. It also helps retailers to put their inventories in proper order which tells them about demand and supply of their inventories. Proper inventory management system reduces the risk of short of inventories which reduce the cost of lost customers. The objective of the study is to minimize the risk of dissatisfaction of customers and found how to sustain customer satisfaction with the help of proper inventories system. This paper also outlines significant relationship between Customer needs, Quality with variable of prime interest. Poor association has been found between performance and customer satisfaction.
Full Text Available This study examines the relationships between hotel service quality failure, customer perceived value, revitalization of service quality, customer satisfaction and loyalty in the hotel industry. A quantitative technique was used to collect data in this study. A number of findings were gathered through the survey of 105 hotel guests in Penang, Malaysia. The findings indicate that hotel revitalization of service quality had positive effects on customer loyalty, while perceived value and customer satisfaction were two significant variables that mediated the relationships between hotel service quality and customer loyalty. It was also found that hotel service quality had no profound and direct effects, but indirect positive effects on customer satisfaction. The recommendations for future research were also discussed in this study.
Banu Kulter Demirgunes
Full Text Available Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction. Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.
Sher Akbar; Ahmad Puad Mat Som; Fazli Wadood; Naser Jamil Alzaidiyeen
This study examines the relationships between hotel service quality failure, customer perceived value, revitalization of service quality, customer satisfaction and loyalty in the hotel industry. A quantitative technique was used to collect data in this study. A number of findings were gathered through the survey of 105 hotel guests in Penang, Malaysia. The findings indicate that hotel revitalization of service quality had positive effects on customer loyalty, while perceived value and custome...
Hernan E. Riquelme; Khalid A. Mekkaoui; Rosa E. Rios
The purpose of the study was to (a) identify which customer service and online attributes predict overall satisfaction, (b) to determine if satisfied customers use more online banking features than less satisfied customers and (c) to ide ntify characteristics of less satisfied customers. The sample was drawn from one of the main banks in Kuwait, the Middle East. Multiple regression and discriminant analyses were used to analyze the data. The findings suggest t...
Catalina Soriana Sitnikov
Nowadays, quality is often divided into service quality and product quality. The dimensions of quality of service are quite different from the quality of product due to the main difference between services and products (service intangibility and the customer who can use it only once). Customer satisfaction is one of the topics related with the quality due to the main measurement of quality is customer service. The main question about quality service is what the customer expects to get from th...
Esbjerg, Lars; Grunert, Klaus G; Jensen, Birger Boutrup;
individual shopping trips is a prerequisite for developing customer loyalty. However, there is surprisingly little research focusing on satisfaction with individual shopping trips. On the contrary, satisfaction is normally conceptualised and studied as an overall evaluation of a given retailer based on all...... mechanisms may be at work than in other retail settings such as themed flagship stores, which are visited less regularly and are oriented more towards creating hedonic shopping experiences. This paper develops a conceptual framework for analysing customer satisfaction with individual shopping trip...... experiences in grocery retailing. The framework makes at least two important contributions to the literature. First, it focuses on customer satisfaction with individual shopping trips whereas previous research and theoretical frameworks have addressed either overall satisfaction with the retailer, service...
Ghayas, Muhammad Muzammil; Hussain, Javed
This research investigates the relationship between the job satisfaction and the customer satisfaction. Data were collected from 316 employees of IT sector who works for the support contracts and their respective contact persons of the clients they work for. Hence there were 632 respondents in all. Structural Equation Modeling (SEM) was used as the statistical technique. Results indicate that all eight job satisfaction facets studied in the research have significant positive impact on Custome...
A bank must identify, assesses and clearly and fully understands customers’ values and expectations if it’s target is their higher satisfaction. The banking customers are expecting to receive individual attention and support and good quality banking prod
Full Text Available Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal hotels in Afyon, was analyzed by using Structural Equation Modeling (SEM. Results reveal that emotional value being the most influential dimension and social value being the least influential one, dimensions of customer value affect customer satisfaction directly by 80%. Besides, it is revealed that customer satisfaction has strong effect on customer relationship management performance and brand loyalty and considerable part of this effect is mediated by the indirect effect of customer value. Thus, we can say that dimensions of customer value has an indirect effect on customer relationship management performance and brand loyalty mediated by customer satisfaction.
Mohammed Belal Uddin; Bilkis Akhter
This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customersatisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural equation modeling was used to analyze data. Measurement model and structural model indicate that service quality and fair service charge both havepositive direct impact on customer satisfaction in a mass...
Wang Guoqiang; Wan Jinqing; Wang Wenjun
Reforms in today's education models require changing the concept of quality from"quality conformity" to"applicability,service mode" within the schools.The main components of education product are instruction,curriculum,and service.This paper uses schools as a case study to discuss issues of customer need and expectation,student satisfaction evaluation,and the ramifications of a customer satisfaction strategy in the education industry.
Wang; Guoqiang; Wan; Jinqing; Wang; Wenjun
Reforms in today’s education models require changing the concept of quality from "quality conformity"to "applicability,service mode" within the schools.The main components of education product are instruction,curriculum,and service.This paper uses schools as a case study to discuss issues of customer need and expectation,student satisfaction evaluation,and the ramifications of a customer satisfaction strategy in the education industry.
MUNTHIU, Maria-Cristiana; CETINA Iuliana
Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoiled attention from marketers; thus, service companies should be aware of various approaches for conceptualizing their similarities and differences. The relationship between these concepts seems to be unclear and, therefore, marketing specialists should constantly monitor the factors that influence customer satisfaction of services and the importance perceived service quality has among these fac...
Filipa Fonseca; Sofia Pinto; Carlos Brito
The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming a...
Full Text Available The starting point for the considerations made in the article is to compare such categories as product quality and service quality. An essential part of analysis is devoted to the relation of quality of service and satisfaction with the service. In the article discusses the grounds of designing and preparing customer satisfaction survey of services.
Customer satisfaction with a company’s products or services is often considered as the key factor to the company’s success and competitiveness focused on a long-term period. According to a common opinion, customer satisfaction determines customer retention in the relationship marketing context allowing the generation of larger profit. The overall purpose of this thesis was to study the general correlation between the quality of services in tourism, namely in accommodation sector, and the leve...
Shun-Hsing Chen; Fei-Yun Chen; I-Ping Wu
The study of total quality management (TQM) and how the security industry can impetus the processes to promote customer satisfaction and loyalty are very few. In practice, the priority of service providers should be thinking about how to develop a comprehensive TQM system, understanding customer needs, reducing frequency of service gaps to achieve customer satisfaction and loyalty. Therefore, this study mainly lies as what the service industry angle cuts into, in view of negotiable securities...
Hildur Benediktsdóttir 1990
Customer loyalty and satisfaction are two of the most influential factors on stores’ profits and they are mostly based on customers feelings toward to the store. The current study tried to demonstrate the effect of customers’ patience on customer satisfaction and loyalty, as well as evaluate the effect of receiving or not receiving service in a service department on purchasing behavior. The study focused on three retail stores: an electronics store, a high-end grocery store and low-end one. T...
Alexander, Anita; Liou, Y. H. Andrew
Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.
This paper is focused on hotel customers' internal and external satisfaction. Some previous studies had only focused on the customers' external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal variables such as the employer-employee relationship, employee relationship as well as employee- customer relationship. As for the external variables, these may involve looking into other aspects of satisfac...
Chatzigeorgiou, Chryssoula; Christou, Evangelos; Kassianidis, Panagiotis; Sigala, Marianna
Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, th...
... by Clinical Center personnel: (1) To evaluate the satisfaction of various Clinical Center customers... evaluate the satisfaction of various Clinical Center customers and other partners with implemented service... Other Partners Satisfaction Surveys SUMMARY: In compliance with the requirement of Section...
... Customer Satisfaction Survey AGENCY: International Trade Administration. ACTION: Notice. SUMMARY: The... Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of...: Client service principles, export assistance services and business practices. The Annual...
Karthikeyan, K.; Murali, R
This Paper attempts to explore the Core relations exist between service quality Attributes, customer satisfaction and customer loyalty in the retail banking sector. Through Simple Random sampling with sample size of 203 retail banking customers was drawn from different banks in Chennai city, Tamilnadu. As like the hypothesis proposed, all the service quality attributes are positively related to customer satisfaction and customer satisfaction is positively related to customer l...
The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM) test results find no significant effect of ...
Charles Makanyeza; Darlington Mumiriki
Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.Research design, a...
Nabaz T. Khayyat
Full Text Available This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. A conceptual model is specified and a number of hypotheses are tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodologyis used to test the three models for user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with the purchased mobile telecommunication services. The findings have implications for competition in the market and the flows ofinvestment resources to the targeted market segments for potential expansion.
OLCAY, Atınç; İbrahim GİRİTLİOĞLU
Abstract The aim of this study were both to identify the satisfaction of higher-educated customers towards hotels product and services at city hotels and to identify whether their gender was any effect the perception level of satisfaction. To perform of this aim, the developed questionnaire was filled out to 460 hotel customers who stayed at six different hotels between the months of April and May at the year of 2013. According to the results of the study, the construct of the customer sa...
Kristensen, Kai; Eskildsen, Jacob Kjær
The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app....... 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL...
Banu Külter Demirgüneş
Full Text Available Definition ofstore image is argued to be useful if it predicts phenomena such assatisfaction, loyalty, customer retention and other attitudinal and behavioraloutcomes. Previous researches show that customers are affected by the storeattributes and consider them to assess perceived benefits and attitudes. One ofthe biggest challenges for companies is to build a positive image. Knowing thealternatives which could be used to form a positive image is an importantissue.A positive image which iscreated in the customer’s mind about store is seen to have a strong andpositive influence on satisfaction. A satisfied customer is likely to be loyalto the store. Therefore, image and customer satisfaction gain importance in thestores which aim to survive. This study focuses on store image, customer satisfaction and therelationship between them. The study primarily explains these two concepts, andthen provides a literature review on the researches related with them. The study presents researches in which store image andcustomer satisfaction are separately discussed, thus it also shows othervariables which can be influential on these concepts. Implications for bothstore image theory and practices are discussed. The literature review revealsthat store image plays an important role in customer satisfaction. Sincemost of the studies in literature are based on retail industry, in this study‘store’ concept mostly refers to ‘retail store’.
M. Terpstra; F.H.M. Verbeeten
We investigate the relation between customer satisfaction, customer servicing costs, and customer value in a financial services firm. We find that customer satisfaction is positively associated with future customer servicing costs, as well as with customer value. The relation between customer satisf
... customer satisfaction surveys to gather feedback and data directly from our customers to determine the kind... lists the following information: Title of Proposed: Generic Customer Satisfaction Surveys. OMB Approval... this data directly from our customers. HUD will conduct various customer satisfaction surveys to...
Hossien Rezaei Dolat Abadi; Nastaran Kabiry; Mohammad Hossein Forghani
The purpose of this study was to investigate the impact of the three dimensions of customer equity (value, brand and relationship equity) on customer satisfaction, through a structural equation model. For the purposes of this study, questionnaires were distributed to a randomly selected group of 200 customers of Fast food unit of Kalleh Company that are divided into three groups included fast foods, restaurants and coffee shops in Isfahan city. A total of 185 responses were received. Of these...
In this article JSC NCCP integrated management system procedures is presented. Unique possibility to collect different Customers Voices, based on different organisation culture and approaches, to improve the technological process, design of nuclear fuel, quality control methods and instrumentation is presented. As a result of the mutual efforts we have stable and valuable decreasing of leaking FA at NPP of our Customers. And, with other hand, we have stable and valuable increasing of Customer Satisfaction Level
Narteh, Bedman; Kuada, John
This article reports a study of the determinants of customer satisfaction of retail banking services in Ghana and discusses the strategic implications of the findings for the retail banks. We reviewed the extant literature to identify theoretical determinants of customer satisfaction in retail......, core and tangible dimensions of service to be the major determinants of customer satisfaction in retail banking in Ghana. Technology also loaded onto the core and tangible dimensions of service quality...... banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. Data were collected using a questionnaire administered through personal interviews to 650 customers of retail banks and the results were factor analysed. We found relational...
... United States Mint Currently Approved Information Collection: Comment Request for Customer Satisfaction... United States Mint customer satisfaction and opinion surveys and focus group interviews. DATES: Written... Customer Spend Trajectory Research Survey. OMB Number: 1525-0015. Abstract: The proposed...
... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity....'' SUPPLEMENTARY INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control... 12862, Setting Customer Service Standards, requires Federal agencies and Departments to identify...
Zahra Jafarzadeh Kermani; Elaheh Tatari; Gholamreza Sameie; Hanieh Motalebipour
This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014) [Isac, F. L., & Rusu, S. (2014). Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1), 82-88.]....
Tina Vukasovic; Nives Mikulić
Consumer satisfaction is imperative to a successful business, the reason for the choice of topic for this paper being explained thereby. Market changes have resulted in consumer's enormous growth of power, which was recognized by many companies who adapted their business to meeting those expectations. Adaptation, however, also resulted in the need for constant measuring and evaluation. According to the above-mentioned, this paper measures consumer satisfaction with the product offer of the dr...
Abdullah Mohammad Al-Hersh; Abdelmo'ti Suleiman Aburoub; Abdalelah S. Saaty
Due to the rapid expansion in banks and the severe competition for customers’ retention, banks have started using various marketing strategies to achieve their objectives. Customer Relationship Marketing is one of the marketing strategies that may be used in this respect. The study aims to investigate the impact of Customer Relationship Marketing on Customer Satisfaction in Banking Industry in KSA and Jordan. An e-mail questionnaire was designed and sent to 500 hundred customers of Arab Bank ...
Mike Berrington; Susan McKnight
Objective: To identify Gold Standard Services for customers in an academic library and determine whether interventions following the identification of customer value increased student satisfaction.Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on‐campus students to provide managers and library staff with information on the services and resources that customers valued, and what irritated them about existing services and resources. The impact of in...
Tanisah Tanisah; Ida Maftukhah
This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfa...
Rajasekhara Mouly Potluri
Full Text Available The principal objective of this research is to explore Ethiopian service sector customer satisfaction levels. This research paper reviewed the pertinent literature on services marketing as well customer satisfaction. Then, through structured questionnaire and in-depth personal interviews with 600 Ethiopian telecom, banking and insurance, civil aviation and tourism, and health services customers of both the sexes (300 male and 300 female in the Addis Ababa region collected the opinions on service interaction, service delivery process, customer complaint handling procedure, overall satisfaction levels and also customers opinion on improvement on service providers ability in the last five years. This study used both quantitative as well qualitative survey research designs. The study measured customer satisfaction levels with recalled service encounters and the method of data collection was convenience type. The data collected was analyzed with the help of Microsoft Excel software packages. Hypotheses were developed based on literature review and applied to empirical data of Ethiopians’. The findings of the analysis showed that 36% customers of Ethiopian service sector were dissatisfied with employees’ interaction skills. Furthermore another 47% of the customers were also disappointed with service delivery system and 52 and 61% customers were not pleased with the service recovery process and complaint handling procedure, respectively. And 49% of the customers expressed overall dissatisfaction on the services provided by Ethiopian service sector. Besides 94% respondents robustly acknowledged Ethiopian service sector is improving immensely in providing all kinds of services in the last five years. Because of significant dissatisfaction percentage levels among customers, sector’s think tank has the opportunity to seriously evaluate its existing activities, procedures, programs related to service interaction, delivery and recovery process
Devi, P Isakki alias
Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product's colors and design with the help of the expert system developed by using Artificial Neural Networks. The expert system's role is to capture the knowledge of the experts and the data from the customer requirements, and then, process the collected data and form the appropriate rules for choosing product's colors and design. In order to identify the hidden pattern of the customer's needs, the Artificial Neural Networks technique has been applied to classify the colors and design based upon a list of selected information. Moreover, the expert system has the capability to make decisions in ranking the scores of the colors and design presented in the selection. In addition, the expert system has been validated with a different...
Full Text Available Today, customer satisfaction is an important issue for organizations. Being a winner or loser is based on the percentage of customers that they have retained. This is why many scholars and researchers have continually stressed the importance of customer satisfaction. On the other hand, customer is one of the most important stakeholders in any organization because, without the customer, the organization probably will not succeed. So a customer behavioral intentions and responses, is one of the main concepts in the marketing literature has been studied. The objective of the study was to investigate the effect of customer satisfaction on word of mouth communication. Data were collected with questionnaire instruments. Model was developed and tested with structural equation model using data collected from the 412 Iranian bank customers. The results show that employee competence has a negative effect on word of mouth communication. Reliability has a positive effect on word of mouth communication and physical evidence has positive effect on word of mouth communication.
The goal of this Bachelor Thesis is to describe the regularities of customer behaviour, to describe the consumer decision process, to aim to the post-acquisition process and methods of its analysis and to apply the acquired knowledge to the analysis of the post-acquisition behaviour of the customers of the Czech telecommunication company Vodafone Czech Republic a. s.
MARTISIUTE Sandra; VILUTYTE Gabriele; Grundey, Dainora
The purpose of the article is based on the assumption that there is a theoretical link between brand satisfaction and consumer loyalty. The article includes brand satisfaction and loyalty research links in the theoretical studies. Based on the analysis of scientific literature, stated that the brand is a key factor, it generates customer satisfaction. The paper analyzes and summarizes Sivadas and Baker-Prewitt (2000), Vasquez - Parraga and Alonso (2000), Zamora et al (2004), Bravo et al (2005...
Souitaris, V.; Balabanis, G.
This paper examines how online retailers can combine their strategies on differentiation and market scope (segmentation) to increase customer satisfaction and loyalty. Drawing on a sample of UK grocery e-buyers, the authors classified e-shoppers as either goal-oriented or experiential, and empirically assessed the impact of a number of possible differentiation strategies on the satisfaction and loyalty of each shopper segment. The results show that differentiation based on customisation, prod...
López Caro, Cristina María; Fernández Aguirre, María Carmen; Mariel Chladkova, Petr
In this paper, we present a new theoretical representation of the Consumer Satisfaction Index (CSI) based on Structural Equation Modelling (SEM). We use panel data collected by an automotive magazine to apply our approach and assess the applicability in the field of marketing by formulating a competitive strategy in the Spanish automobile industry. The basic structure of the CSI is based upon well established theories and approaches to customer satisfaction (see Fornell 1992; Fornell et al., ...
HOW NON-FINANCIAL CUSTOMER BASED METRICS ARE ASSOCIATED WITH COMPANY PERFORMANCE? AN ANALYSIS OF CUSTOMER SATISFACTION, CUSTOMER RETENTION AND NET PROMOTER SCORE IN TELECOMMUNICATIONS INDUSTRY PURPOSE OF THE STUDY The purpose of this thesis is to examine, how a set of non-financial customer based metrics are associated with company performance. I study how three customer-driven metrics, namely customer satisfaction, customer retention and a customer loyalty measure of Net Promoter Sc...
Marzo-Navarro, Mercedes; Pedraja-Iglesias, Marta; Rivera-Torres, M. Pilar
Purpose: The recent changes that have occurred in the Spanish university teaching environment, such as growing competition, have caused these courses to become an important differentiating element of what is offered by each university. Therefore, the authors propose to delve deeper into the relationship existing between satisfaction and the intent…
Ispas Roxana,; Marinescu Roxana Cristina
In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer s...
Ribbink, Dina; Hofer, Christian; Dresner, Martin
An investigation is conducted on the effect of financial distress on customer service levels in the U.S. airline industry. Using data from the first quarter of 1998 to the third quarter of 2006, we employ a seemingly unrelated regressions (SUR) model to analyze the impact of financial distress on three measures of customer service. We find that higher financial distress is associated with better on-time performance of airlines and fewer lost bags. The relationship of airline financial distres...
Full Text Available The purpose of this article is to analyze literature and find out empirical evidence on product price and quality influence on customer satisfaction through neuromarketing approach. Customers’ satisfaction on their purchase is a significant factor that leads business to success. In recent times, customer satisfaction has gained new attention within the context of the paradigm shift from transactional marketing to relationship marketing. Even it is agreed in the literature that price and quality has high effect on customer satisfaction; still there is little empirical evidence exploring this relation. Almost nothing is known about the human neural mechanisms through which it affects the decisions made by individuals. So, in this article there are reviewed two neuromarketing study cases as neuromarketing provides qualitatively different information, ostensibly better quality comparing to that obtained by traditional methods. The whole article reveals that price and quality is an important factor for customer satisfaction which leads to marketing managers’ decisions complexity nowadays as markets are becoming more and more complex and overloaded.Article in English
Adi Zakaria Afiff
Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.
... Center External Customer Satisfaction Survey (NCI) SUMMARY: In compliance with the requirement of Section... Customer Satisfaction Survey (NCI). Type of Information Collection Request: New. Need and Use of... satisfaction of TTC's external customers with TTC customer services; collect information of preferred...
This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…
The first objective of this thesis is to define the most significant benefits of a customer satisfaction strategy for a company. Especially, the effects on customer base, retention, loyalty, and last but not least on financials are discussed. Furthermore, three techniques of customer satisfaction measurement are critically assessed. Those are complaint management, customer satisfaction surveys, and mystery shopping. Secondly, a comprehensive customer satisfaction strategy for ŠKODA AUTO is de...
This thesis was written on the basis of importance of customer satisfaction in the hotel business. The level of customer satisfaction plays major role in terms of them choosing the same product again. As a higher level of satisfaction, a company gets a lot of benefits with repeated customers. Knowing customer satisfaction is an important aspect for the company. It helps a company to know the customers' needs or requirements and to design the service package according to their wishes. This rep...
Full Text Available The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. Info
Krishnamoorthy, Dr. V.; Sruthi, R.; Shoniyaa, V. S
The purpose of this paper is to examine the various dimensions of ATM service quality and its impact on customer satisfaction. This study was conducted in Tirupur district, Tamilnadu. The researchers adopted questionnaire method for collecting data from the ATM customers. In the study, eight dimensions of ATM service quality emerged. These are: Trust, Ease of use, Appearance, Security, Accuracy, Grievance handling, Fulfilment and Responsiveness. Among the identified dimension, Appearance was ...
Smela, Stephen J.
This paper looks at performance at the individual restaurant level from the perspective of management, customers and employees. The results are based on surveys of each of these three groups conducted between June and September 2001 at a sit-down, casual restaurant chain. There are several key findings. Service-related employee training and giving staff a say in making decisions improves customer satisfaction and loyalty. How employees perceive the service climate in their restaurant is a bet...
In the fast growing economy worldwide, the service sector is dominating; in Finland the biggest percentage contributed to national GDP is the service sector with 68%. This will create the opportunity to improve service quality and enhance customers’ satisfaction, because customers will always come back if they are happy with the service. So therefore it is important to keep the growth of the company and find a better way to satisfy the customers. In this fast growing economy all businesses ar...
Banu Külter Demirgüneş
Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image whi...
Ghosh Kumar Sagib; Barua Zapan
The rapid increase in the number of mobile phone users and the growing popularity of mobile banking services in Bangladesh had a twofold outcome: it allowed financial institutions to tap into the areas of the market previously untouched by banking services, but it also brought along for their marketers the challenges of customer retention. The existent literature names the perceived service quality as a powerful antecedent of customer satisfaction and retention. But, as the field is relativel...
Introducing the service concept of service industry to medical industry, combining characteristics of medical health service and quoting theory of optimization management of service industry, this survey forwards optimization strategy providing satisfied medical service to customers:with optimization strategy on administration of medical staff and strategy of Zero Fault, the commitments comply with service.
Full Text Available The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.
Adi Zakaria Afiff; Rifelly Dewi Astuti
This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these...
Full Text Available A bank must identify, assesses and clearly and fully understands customers’ values and expectations if it’s target is their higher satisfaction. The banking customers are expecting to receive individual attention and support and good quality banking prod
The recession of 2007–2009 has led to renewed interest in forecasting discretionary consumer spending and whether marketing variables contain predictive content. Using the ACSI customer satisfaction index and both linear and nonlinear methods, this note suggests the index fails to enhance our understanding of the temporal evolution of discretionary spending.
Full Text Available The recession of 2007–2009 has led to renewed interest in forecasting discretionary consumer spending and whether marketing variables contain predictive content. Using the ACSI customer satisfaction index and both linear and nonlinear methods, this note suggests the index fails to enhance our understanding of the temporal evolution of discretionary spending.
Plumer, David R.
Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…
M. Hesselink; A. van der Wiele (Ton)
textabstractThis paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data
Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen
Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…
Customer satisfaction is vital to every organization either non-profit or for profit. Long run success and the operation of an organization depends on customers and therefore, they have to satisfy their customers. Measuring customer satisfaction through a survey or research helps the organization to know their performance level as well as customer expectation and wants from the organization. This research was conducted to examine the customer satisfaction level of Kuopio Setlementti Puij...
Fashion gives people an opportunity to satisfy many emotional and practical needs. Fashion can be used to communicate with other, develop their own identity and to gain acceptance from other. This study was conducted in the Gant Stores around metropolitan area in March 2008 and the intention was to find out what customers think about the appearance, products and service of Gant Stores. Gant is a premium life style brand for men and women. Gant is distributed worldwide in 67 countries, through...
Full Text Available Now-a-days it is very important for the business persons to attract their target customers towards their products through valuable mode of promotion and communication. Increasing use of World Wide Web has completely changed the scenario of business sector. Customized products and services, customers preferences, @ and dot com craze have elevated the importance of internet advertising. This research paper investigates valuable internet advertising which will help to enhance the value of internet advertising. In this research we have compared internet advertising with television advertising and found advertising will survive and grow if it focuses on being valuable. This research paper concentrates that the business objectives can be achieved if it has strong attractive, informative and valuable internet advertising. The basic purpose of VIACSC is to identify the latent need of the customer through advertisement and inform him/her about a product which will help to retain business image, customer satisfaction and then loyalty. We have introduced certain steps in valuable internet advertising, and then customer satisfaction cycle through valuable internet advertising and finally 5As which enhance further customers attraction towards the internet advertising.
MUNGIU-PUPĂZAN MARIANA CLAUDIA
Full Text Available Pricing models for social efficiency focuses on assessing the quality, namely the comparison of the desired product to the consumer and the product received, the level of consumer satisfaction on the products and / or services will be therefore a very important component in measuring the effectiveness social. Between the two concepts there is a relationship of mutual interdependence: the level of consumer satisfaction is the result of the quality performance of products and services and high quality products and services is reflected in consumer satisfaction. From the theoretical point of view, according to the marketing strategy, it is necessary to bring to a common level of perceived benefit to consumer expectations. Customer satisfaction is actually the result of a complex information processing.
JAE YOUNG KIM
Full Text Available Advances in wireless technology have expanded the existing internet environment and accelerated the rapid development of mobile service. Many previous studies were conducted on users’ needs and satisfaction prior to the expansion of the mobile service. Thus, the impact of mobile service factors on user satisfaction has important implications for both academics and practitioners. This study investigates the factors affecting user satisfaction related to mobile service. First, this study extracts key factors (antecedents and consequences from reviewing the previous studies. Second, the study empirically examines the causal relationships among the factors. Data collected from 256 users in Korea were tested for the research model using the Visual PLS approach. The results reveal that the proposed model is significantly supported in the effect of perceived quality and self-efficacy on customer satisfaction via perceived ease of use and usefulness.
Turriziani, Adriana; Attanasio, Gennaro; Scarcella, Francesco; Sangalli, Luisa; Scopa, Anna; Genualdo, Alessandra; Quici, Stefano; Nazzicone, Giulia; Ricciotti, Maria Adelaide; La Commare, Francesco
In the last decades, palliative care has been more and more focused on the evaluation of patients' and families' satisfaction with care. However, the evaluation of customer satisfaction in palliative care presents a number of issues such as the presence of both patients and their families, the frail condition of the patients and the complexity of their needs, and the lack of standard quality indicators and appropriate measurement tools. In this manuscript, we critically review existing evidence and literature on the evaluation of satisfaction in the palliative care context. Moreover, we provide - as a practical example - the preliminary results of our experience in this setting with the development of a dedicated tool for the measurement of satisfaction. PMID:26837318
... United States Mint customer satisfaction and opinion surveys and focus group interviews. DATES: Written...); YPollard@usmint.treas.gov . SUPPLEMENTARY INFORMATION: Title: United States Mint customer satisfaction and... United States Mint Revision to Currently Approved Information Collection: Comment Request for...
... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction... Customer Satisfaction Surveys Physical Inspection Alignment Pilot Program--Expansion Announcement....
The aim of this thesis is to study whether the Ryanair passengers are satisfied with the Ryanair.com web site and the online check-in procedure. Also, the aim is to find suggestions for developing the web site on the basis of the results. The research was conducted at Tampere-Pirkkala airport. The theoretical approach is hermeneutic. The Irish low fare airline Ryanair is introduced in the theoretical part of the thesis. Furthermore, theory upon consumer behaviour and customer expectations is ...
Full Text Available The aim of this research was to examine the effects of customer satisfaction towards trust in the brand, switching cost towards trust in the brand, customer satisfaction towards customer retention, switching cost towards customer retention and trust in the brand towards customer retention. A total sample of 120 respondents living in the town of Jember was collected through purposive sampling technique. The model analysis applied was Structural Equation Modeling (SEM. The results showed that customer satisfaction effected significantly positive towards trust in the brand; switching cost effected significantly positive towards trust in the brand; customer satisfaction has no effect towards customer retention; switching cost has no effect towards customer retention; and trust in the brand effected significantly positive towards customer retention.
Ogunnaike, Olaleke Oluseye; Kehinde, Oladele Joseph
This study investigated personal value and its relationship with customer satisfaction in the Nigerian banking industry. Results implicated self-transcendence as having positive relationship with customer satisfaction while self-enhancement has negative relationship with customer satisfaction. It was also established that the overall personal value has significant effect on customer satisfaction. The research measures showed encouraging psychometric values. These findings were discussed and s...
Noor Azlina Fakiruddin; Hebat Allah A. Wagih; Waleed F. Faris
This paper was conducted to present an analysis of the current level of customer satisfaction on the services offered by an automotive outlet in Malaysia. In an effort to make the company more effective, many have targeted various change programmes to meet customer satisfaction. Customer satisfaction is one of the most important factors in the organizations success, and an important determinant of customer satisfaction is how well the product performs. The objective of this study is to help t...
Full Text Available This study analyzes the satisfaction of the Nevadans with respect to their highway transportation system and the corresponding expenditures of Nevada Department of Transportation (NDOT. A survey questionnaire was designed to capture the opinions of the Nevadans (customers about a number of characteristics of their transportation system. Data from the financial data warehouse of the NDOT was used to evaluate expenditures. Multinomial probit models were estimated to study the correlations between customers’ opinion and the government expenditures in transportation. The results indicate the customer satisfaction is decreasing with respect to traffic safety throughout Northwestern and Southern Nevada highways. In addition, users of Northwestern highways are more likely to be satisfied, compared to their counterparts, with increasing construction spending to reduce the time taken to complete construction projects. In Southern Nevada highways, customers’ satisfaction increases with the expenditures associated with reduction of congestion. These insights are examples of the conclusions that were obtained as a consequence of simultaneously considering customer satisfaction and the corresponding expenditures in transportation.
...; Customer and Other Partners Satisfaction Surveys SUMMARY: In compliance with the requirement of Section... review and approval. Proposed Collection: Title: Customer and Other Partners Satisfaction Surveys. Type... satisfaction of various Clinical Center customers and other partners with Clinical Center services; (2)...
Customer satisfaction is one of the hot topics also for a successfull Czech car producer ŠKODA AUTO a.s. This diploma thesis titled: Identification of best practices for customer satisfaction at ŠKODA AUTO a.s., analyses customer satisfaction management of sales and evaluates the applicability of proposed improvement process measurements.
... Bureau of the Fiscal Service Proposed Collection: Comment Request for Voluntary Customer Satisfaction... Customer Satisfaction Survey. DATES: Written comments should be received on or before November 30, 2013 to...: Title: Voluntary Customer Satisfaction Survey to Implement Executive Order 12862 OMB Number:...
... 49 Transportation 7 2010-10-01 2010-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer...
... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236. AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... performance in providing services. Customer satisfaction surveys are valuable tools to gather information...
... ADMINISTRATION Information Collection; DigitalGov Customer Satisfaction Survey AGENCY: Office of Citizen Services... regarding the DigitalGov Web site Customer Satisfaction Survey. DATES: Submit comments on or before November... Customer Satisfaction Survey by any of the following methods: Regulations.gov :...
... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity.... National Cemetery Administration Mail Surveys a. Next of Kin National Customer Satisfaction Survey (Mail to... National Customer Satisfaction Survey (Mail to 5,000 respondents/30 minutes per survey) = 2,500 hours. ]...
Shuang Liu; Zhongmin Fang
The relationship between customer satisfaction and logistic costs was mainly analyzed in the article, and the grey correlation analysis method was used to study the relationship between customer satisfaction and various activity centers, and the research result could offer decision-making references to save costs and enhance customer satisfaction for 3PL (Third Party Logistic) enterprises.
Zablah, Alex R; Carlson, Brad D; Donavan, D Todd; Maxham, James G; Brown, Tom J
Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction. (PsycINFO Database Record PMID:26783827
Nguyen Thi Vu, Hoa
This bachelor thesis was commissioned by CheapSleep hostels, Helsinki. CheapSleep is a young budget hostel having operated for 3,5 years located in Vallila, Helsinki. CheapSleep has recently considered opening a new business in Helsinki, as well as the metropolitan area. The aim of this dissertation is to examine the service concept and identify the customer satisfaction level by conducting a customer satisfaction survey while the author was working at the reception in CheapSleep hostels. ...
Afshar-Bakeshloo, M.; Mehrabi, A.; Safari, H.; Maleki, M.; Jolai, F.
This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers' satisfaction have been taken into account. Meanwhile, the introduced model prepares an effective dashboard for decision-makers that determines appropriate routes, the best mixed fleet, speed and idle time of vehicles. Additionally, some new factors evaluate the greening of each decision based on three criteria. This model applies piecewise linear functions (PLFs) to linearize a nonlinear fuzzy interval for incorporating customers' satisfaction into other linear objectives. We have presented a mixed integer linear programming formulation for the S-GVRP. This model enriches managerial insights by providing trade-offs between customers' satisfaction, total costs and emission levels. Finally, we have provided a numerical study for showing the applicability of the model.
Bhuiyan Mohammad Zannatun, Nayem; Dipak, Raya
Customer satisfaction can be regarded as the positive reaction of customers towards a company’s product or services. It is of key importance for the profitability of the company to ensure customer loyalty. It is often acknowledged that it more difficult to acquire new customers than to retain old customers. Customer satisfaction is a challenging objective for many organizations due to the pressure of competition and the variety of customer needs. Ravintola Malminparatiisi was established ...
Kartika Puspitasari Adiningsih; Rita Nurmalina; MD Djamaludin
The objectives of this study were to: 1) identify the characteristics of the customers of Restaurant Nasi Bebek Ginyo, 2) to analyze factors influencing customer satisfaction and loyalty, and 3) to analyze the level of customer satisfaction and loyalty. Descriptive Analysis, Structural Equation Modelling (SEM), Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) were used to analyze the data. The results of the study showed that tangible, reliability, food quality, and perceive...
Crader, Timothy; Brown, Stephen
This study examined the relationships between core selling teams (CSTs) and customer satisfaction within the mission critical power design industry. The literature indicates that CSTs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with Company X’s most strategic customers. The difference in customer satisfaction for customers serviced by CSTs and traditional sales personnel were compared. The inves...
Mian Usman Sattar
Full Text Available The aim of the study is to reveal the relation between customer satisfaction and customer loyalty in telecommunication sector of Pakistan. Government took dramatic and drastic steps to make this industry a larger player in the economy. Low prices and high service quality made the industry grow at alarming rate. The qualitative research was conducted from 104 professionals of Pakistan, with a questionnaire and factor analysis was further used to confirm the analysis.
Mian Usman Sattar; Beenish Sattar
The aim of the study is to reveal the relation between customer satisfaction and customer loyalty in telecommunication sector of Pakistan. Government took dramatic and drastic steps to make this industry a larger player in the economy. Low prices and high service quality made the industry grow at alarming rate. The qualitative research was conducted from 104 professionals of Pakistan, with a questionnaire and factor analysis was further used to confirm the analysis.
Chan, LY; Yeung, ACL; Cheng, TCE
The classical quality management theory suggests that different quality improvement practices have a similar positive effect on overall operational efficiency, leading to customer satisfaction. Based on a study of 225 organizations in the electronics industry in Hong Kong, we find that individual quality improvement practice has a specific effect on operational performance, rather than equally improving the overall operational efficiency. Our investigations indicate that customer orientation ...
Tanveer ASLAM; Kashif HAMID; Muhammad Salman ARSHAD
This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions c...
Full Text Available The purpose of the present study was to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Respondents were Islamic banks’ customers domiciled in East Java. A predetermined number of samples were taken by the use of a simple random sampling technique. Analysis was performed using the Structural Equation Modeling (SEM. Results indicated that service quality and customer trust of Islamic banks jointly had significant effects on customer satisfaction. Service quality and customer trust had direct and indirect effects on customer loyalty mediated by satisfaction of Islamic banks’ customer in East Java. Religious commitment had no direct and indirect effect on customer satisfaction and customer loyalty.DOI: 10.15408/aiq.v7i2.1681
YANG Song; ZHU Yan
A household satisfaction index (HSI) model based on the American customer satisfaction index (ACSI) model was fit to the housing industry in China and used with the software LISREL to measure the HSI in Beijing. Specifically, the empirical study analyzes the HSI of low-priced housing in Beijing. The results show that the HSI model is valid and the customer satisfaction theory can effectively analyze the housing industry. The results can help illustrate the factors which most affect customer satisfaction, and can be used to not only enhance the quality of homes and promote the housing market, but also to improve the standard of living for lower income people and provide suggestions to policy makers.
Sahoo, Debajani; Ghosh, Tathagata
Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience. PMID:27298059
Lăcrămioara RADOMIR; Alan WILSON; Andrei Mircea Scridon
The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas that need further improvement and investment. In this respect, we performed Principal Component Regression (PCR) and considered direct importance and performance measures as well. Our results reveal th...
Dr. Aamir Ijaz; Dr. Kee,DMH; S. M. Irfan
In Pakistan, industry both in manufacturing and industrial sector is facing a number of internal as well as external challenges to sustain and maintain their survival. Quality is the only way that enables them to face these challenges by utilizing the available talent to gain the competitive edge. This study aims to investigate the relationship between total quality management (TQM) practices and internal customer (employees) satisfaction at workplace. TQM focuses on delivering quality and in...
Hannonen, Linda; Väänänen, Noora
The thesis was commissioned by an event production company Events 365 Oy. The company focuses on electronic dance music events including the Summer Sound Festival. The Summer Sound festival is a three day EDM festival held at the Helsinki Exhibition and Convention Centre. The commissioner will receive the final report for future developments. The objective of this research based thesis is to evaluate the festival quality at Summer Sound Festival 2015 through a customer satisfaction re...
Nam, KW; Carnie, BW
The contribution of design is regarded as one of the most crucial factors in business. However, there remains ambiguity about how design affects the building of customer satisfaction and loyalty. Furthermore, in terms of any business situation, the output of design efforts and investment should arguably be greater than management expect in order to be recognised as a worthy investment. This paper presents a novel combined conceptual framework of the design audit and value typology. By employi...
Ngo Vu Minh
Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.
Hussain, Azham; Mkpojiogu, Emmanuel O. C.; Yusof, Muhammad Mat
This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model's functional and dysfunctional technique was used along with Berger et al.'s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product. Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model's satisfaction and dissatisfaction scores were highly related to the Park et al.'s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.
Rahman, Md. Hasebur
Full Text Available Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates the customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of the concerned bank. The study reveals that there is a significant relationship observed among advanced service, cost & prestige and customer satisfaction. There is an insignificant relationship observed between basic service and customer satisfaction and finally a positive significant relationship observed between customer satisfaction and customer loyalty relationship.
Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.
We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998-2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance links, and we illustrate how food retailers ca...
Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.
We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998- 2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance links, and we illustrate how food retailers c...