WorldWideScience

Sample records for american customer satisfaction

  1. 77 FR 12073 - Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2012-02-28

    ... Office of the Secretary Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey AGENCY: National Business Center, Federal Consulting... concerning the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey....

  2. 77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2012-10-10

    ... 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...

  3. 76 FR 44351 - Proposed Renewal of Information Collection: 1090-0008, American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2011-07-25

    ... Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey AGENCY: National Business Center... is soliciting comments concerning the American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey used by numerous Federal agencies to continuously assess and...

  4. 76 FR 71997 - Proposed Renewal of Information Collection: 1090-0008 American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2011-11-21

    ... 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...

  5. Student Satisfaction with Canadian Music Programmes: The Application of the American Customer Satisfaction Model in Higher Education

    Science.gov (United States)

    Serenko, Alexander

    2011-01-01

    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.…

  6. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    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...

  7. The Competitive Causes and Consequences of Customer Satisfaction

    OpenAIRE

    Daniel H. Simon; Gomez, Miguel I.

    2005-01-01

    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...

  8. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    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....

  9. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

    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...

  10. ASD Customer Satisfaction Survey

    Data.gov (United States)

    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...

  11. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    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...

  12. Customer satisfaction research : Taitopuoti Paperinauha

    OpenAIRE

    Salokaski, Sanna

    2011-01-01

    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...

  13. Is customer satisfaction a relevant metric for financial analysts?

    OpenAIRE

    Ngobo, Paul-Valentin; Casta, Jean-François; Ramond, Olivier,

    2012-01-01

    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...

  14. Customer Satisfaction and Effective HRM Policies Customer and Employee Satisfaction

    OpenAIRE

    Anastasiou, S.

    2015-01-01

    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...

  15. Organisational effectiveness and customer satisfaction:

    OpenAIRE

    Ambrož Milan; Praprotnik Martina

    2008-01-01

    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 ...

  16. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    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

  17. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

    Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn

    1992-01-01

    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...

  18. Customer Satisfaction Survey for Business Customers

    OpenAIRE

    Kangasniemi, Ville

    2013-01-01

    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...

  19. Emotional Satisfaction of Customer Contacts

    OpenAIRE

    Güngör, Hüseyin

    2007-01-01

    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, ...

  20. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

    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-...

  1. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    Directory of Open Access Journals (Sweden)

    Jesús Cruz Álvarez

    2014-07-01

    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. 

  2. Customer Satisfaction and the Consumption Function

    OpenAIRE

    Bala Ramasamy; Matthew Yeung

    2010-01-01

    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.

  3. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    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

  4. Waiting Lines and Customer Satisfaction

    OpenAIRE

    M.S. Sridhar

    2001-01-01

    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...

  5. Measuring Air Force Contracting customer satisfaction

    OpenAIRE

    Davis, Jamie

    2015-01-01

    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...

  6. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

    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

  7. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    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)

  8. An Overview of Customer Satisfaction Models.

    Science.gov (United States)

    Hom, Willard

    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…

  9. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    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...

  10. Improving Customer Satisfaction, case Tiger Airways

    OpenAIRE

    Ngo, Thi

    2011-01-01

    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...

  11. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

    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...

  12. A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

    Science.gov (United States)

    Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

    2007-12-01

    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.

  13. CUSTOMER SATISFACTION WITH ONLINE BANKING

    OpenAIRE

    Okojie, Stella efe

    2005-01-01

    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...

  14. Customer satisfaction in the Swedish financial sector

    OpenAIRE

    Sundin, Klas; Nordin, Fredrik

    2013-01-01

    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...

  15. The ForeSee Customer Satisfaction Survey

    Science.gov (United States)

    ... 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 ...

  16. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly

    2007-01-01

    . 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...

  17. Customer satisfaction research for Company X

    OpenAIRE

    Kaukonen, Eira

    2011-01-01

    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...

  18. Importance of customers satisfaction in Waskia restaurant

    OpenAIRE

    Okumu, Javan

    2012-01-01

    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...

  19. 48 CFR 11.203 - Customer satisfaction.

    Science.gov (United States)

    2010-10-01

    ... 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,...

  20. Marketing Research of Customer Satisfaction

    OpenAIRE

    Mlezivová, Veronika

    2008-01-01

    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...

  1. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management, and Customer Satisfaction

    OpenAIRE

    Feliks Anggia Binsar Kristian P.; Hotman Panjaitan

    2014-01-01

    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...

  2. Service Quality in Hotel Industry - Customer Satisfaction

    OpenAIRE

    Fučíková, Martina

    2009-01-01

    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...

  3. Determinants of customer satisfaction with service encounter

    OpenAIRE

    Ariana Nefat; Nika Paus

    2008-01-01

    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...

  4. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

    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...

  5. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder

    2002-01-01

    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...

  6. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    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 ...

  7. customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

    OpenAIRE

    Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

    2016-01-01

    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...

  8. Customer satisfaction survey for clothing store Pointguard

    OpenAIRE

    Hautamäki, Eeva

    2007-01-01

    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...

  9. CUSTOMERS SATISFACTION OF SAMSUNG MOBILE HANDSET USERS

    OpenAIRE

    Nidhi P. Shah

    2013-01-01

    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

  10. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    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....

  11. Analysis Of Staff And Customer Satisfaction

    OpenAIRE

    Evgeni Stanimirov; Borislava Cherkezova

    2012-01-01

    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...

  12. Ownership structure, customer satisfaction and brand equity

    OpenAIRE

    Torres, Anna; Trib??, Josep A.

    2007-01-01

    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...

  13. Customer Satisfaction Level in Mount Sherpa Restaurant

    OpenAIRE

    Shrestha, Sameer

    2015-01-01

    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 ...

  14. Customer satisfaction toward TrueMove customer service

    OpenAIRE

    Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch

    2008-01-01

    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...

  15. ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Ispas Roxana

    2012-12-01

    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.

  16. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management, and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Feliks Anggia Binsar Kristian P.

    2014-05-01

    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.

  17. Integrating SERVQUAL with national customer satisfaction indices

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2008-01-01

    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....

  18. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    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…

  19. SUSTAINING CUSTOMER SATISFACTION & LOYATY IN INDIAN BANKING

    OpenAIRE

    MEENAKSHI GANDHI; PARULAGRAWAL

    2013-01-01

    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...

  20. NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP

    Science.gov (United States)

    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...

  1. Comprehensive Family Services and Customer Satisfaction Outcomes

    Science.gov (United States)

    Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky

    2006-01-01

    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…

  2. Customer satisfaction's metrics in service organizations

    DEFF Research Database (Denmark)

    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...

  3. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    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...

  4. Design of Customer Satisfaction Measurement Index System of EMS Service

    Institute of Scientific and Technical Information of China (English)

    2006-01-01

    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.

  5. 26 CFR 801.4 - Customer satisfaction measures.

    Science.gov (United States)

    2010-04-01

    ... 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...

  6. Effective factors on mobile phone customer satisfaction

    OpenAIRE

    Hamed Mohafez; Vahidreza Mirabi; Bahram Kheyri

    2012-01-01

    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...

  7. Determinants of customer satisfaction with service encounter

    Directory of Open Access Journals (Sweden)

    Ariana Nefat

    2008-12-01

    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.

  8. The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2012-01-01

    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...

  9. Measuring customer satisfaction using SERQUAL survey

    Directory of Open Access Journals (Sweden)

    Ardeshir Tajzadeh Namin

    2012-04-01

    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.

  10. Customer satisfaction with the quality of the logistic services

    OpenAIRE

    Małgorzata Lisińska-Kuśnierz; Teresa Gajewska

    2014-01-01

    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...

  11. Improving Customer Satisfaction at Oy Poppamies

    OpenAIRE

    Raivio, Hannamari

    2013-01-01

    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...

  12. Analysis and evaluation of measuring customer satisfaction

    OpenAIRE

    BURDOVÁ, Monika

    2012-01-01

    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.

  13. Explanation the factors affecting Customer Satisfaction in relationship CRM

    OpenAIRE

    MORADI ALIABADI, Bahareh; GOLMORADI, Ali; PARVIZY, Narges

    2015-01-01

    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...

  14. A customer satisfaction model for a utility service industry

    Science.gov (United States)

    Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

    2016-08-01

    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.

  15. Firm downsizing and satisfaction among United States and European customers

    NARCIS (Netherlands)

    Lewin, Jeffrey E.; Biemans, Wim; Ulaga, Wolfgang

    2010-01-01

    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

  16. CUSTOMER SATISFACTION AND LOYALTY THEIR ANALYSIS

    Directory of Open Access Journals (Sweden)

    ROMANESCU MARCEL LAURENTIU

    2015-06-01

    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.

  17. customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

    Directory of Open Access Journals (Sweden)

    Habib A. Mirghafoori

    2016-01-01

    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.

  18. STUDY REGARDING THE CUSTOMERS SATISFACTION DEGREE

    Directory of Open Access Journals (Sweden)

    Palade Alexandru Constantin

    2015-07-01

    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.

  19. Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

    Science.gov (United States)

    Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

    2010-05-01

    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

  20. Customer Satisfaction In Long-Term Industrial Relationships

    OpenAIRE

    Leminaho, M M

    1999-01-01

    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.

  1. The Future of Organic Retailing Stores: A Customer Satisfaction Survey

    OpenAIRE

    Lüth, Dr. Maren; Spiller, Prof. Dr. Achim; Lülfs, M. Sc. Frederike

    2006-01-01

    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...

  2. A customer satisfaction survey at IKEA Espoo Staff Restaurant

    OpenAIRE

    Adhikari, Debendra

    2014-01-01

    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...

  3. Measurement of satisfaction customers with fast Food services Mensuração da satisfação de clientes com serviços de Fast Food

    OpenAIRE

    Daiane Lindner Radons; Carolina Cunha Torres; Paulo Sérgio Ceretta

    2013-01-01

    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 ...

  4. Customer Satisfaction and Proposals for its Improvement

    OpenAIRE

    Přichystalová, Romana

    2015-01-01

    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 ...

  5. Customer satisfaction: The role of transparency

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    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...

  6. Measuring customer satisfaction using SERQUAL survey

    OpenAIRE

    Ardeshir Tajzadeh Namin; Niko Pilevary; Aidin Tajzadeh Namin

    2012-01-01

    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...

  7. Customer satisfaction survey: Tiger Muay Thai

    OpenAIRE

    Jaatinen, Veera

    2015-01-01

    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...

  8. Internet Banking and Customer Satisfaction in Pakistan

    OpenAIRE

    Raza, Syed Ali; Jawaid, Syed Tehseen; Hassan, Ayesha

    2013-01-01

    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...

  9. Customer satisfaction management in Italian banks

    OpenAIRE

    L. Bajetta; F. Ielasi; L Munari

    2013-01-01

    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...

  10. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    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...

  11. Customer satisfaction and customer loyalty as predictors of future business potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

    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...

  12. Customer Familiarity and its Effects on Satisfaction and Dissatisfaction

    OpenAIRE

    Söderlund, Magnus; Gunnarsson, Jonas

    2000-01-01

    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 ...

  13. The Effect of Customer Satisfaction on Word of Mouth Communication

    OpenAIRE

    Houshang Taghizadeh; Mohammad Javad Taghipourian; Amir Khazaei

    2013-01-01

    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...

  14. Hierarchical Bayes Modeling of the Customer Satisfaction Index

    OpenAIRE

    Nobuhiko Terui; Shohei Hasegawa; Taemyung Chun; Kosuke Ogawa

    2011-01-01

    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...

  15. An Impact of Employee Satisfaction on Customer Satisfaction in Service Sector of Pakistan

    OpenAIRE

    Adeel Daniel; Muhammad Ashar; Hafiz Ihsan-Ur-Rehman; Wahab Shahbaz

    2012-01-01

    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...

  16. MedlinePlus: The ForeSee Customer Satisfaction Survey

    Science.gov (United States)

    ... 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 ...

  17. EVALUATING CUSTOMER-PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

    OpenAIRE

    Dr. Moguluwa Shed Chinwuba; Ode Egene

    2013-01-01

    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...

  18. Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

    OpenAIRE

    Bolten, Jan; Kennerknecht, Raphael; SPILLER, Achim

    2006-01-01

    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...

  19. Improving Customer Satisfaction and Customer Service Levels : Case: Nakumatt Mega City Supermarket

    OpenAIRE

    Onyango, Shalotte Salmi

    2011-01-01

    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...

  20. National customer satisfaction indices: The impact of market structure

    DEFF Research Database (Denmark)

    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....

  1. Customer Satisfaction in Farmer-to-consumer Direct Marketing

    OpenAIRE

    Lulfs-Baden, Frederike; SPILLER, Achim; Zuhlsdorf, Anke; Mellin, Matthias

    2008-01-01

    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.

  2. The Binary Customer Satisfaction Model in Inventory and Queueing Systems

    OpenAIRE

    Azadivar, Justin Sepehr

    2010-01-01

    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...

  3. Information Technology and Communications Services (ITACS) Customer Satisfaction Survey Summary

    OpenAIRE

    2004-01-01

    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.

  4. Improving customer satisfaction in Sinooperi Homestore Pori

    OpenAIRE

    Määttä, Rea

    2014-01-01

    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...

  5. USCIS E-Verify Customer Satisfaction Survey, January 2013

    Data.gov (United States)

    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...

  6. E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers

    OpenAIRE

    Suleyman Barutcu

    2010-01-01

    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...

  7. THE ROLE OF CUSTOMER SATISFACTION IN THE QUALITY MANAGEMENT SYSTEMS: A CROSSCULTURAL STUDY

    OpenAIRE

    Andrzej Kobylanski; Bozena Pawlowska; Anna Strychalska-Rudzewicz

    2011-01-01

    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 enterprises’ activities in the area of customer satisfaction management indicate that American and Polish companies have similar perceptions ...

  8. 77 FR 36568 - Proposed Information Collection; Comment Request: Generic Customer Satisfaction Surveys

    Science.gov (United States)

    2012-06-19

    ... 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...

  9. Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry

    OpenAIRE

    Kah-Hin Chai; Yi Ding; Yufeng Xing

    2009-01-01

    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...

  10. Study on Customer Satisfaction with Facilities Management Services in Lithuania

    Science.gov (United States)

    Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

    2012-12-01

    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.

  11. Proposal of the Improvement of Customer Satisfaction Standard

    OpenAIRE

    Lusková, Michaela

    2010-01-01

    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...

  12. Management's role in customer satisfaction. Case company X

    OpenAIRE

    Parviainen, Nelli

    2016-01-01

    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...

  13. The Expert System Designed To Improve Customer Satisfaction

    OpenAIRE

    P.Isakki alias Devi; S.P. Rajagopalan

    2011-01-01

    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...

  14. Advertising Message and Customer Satisfaction : A Case of LIDL Sweden

    OpenAIRE

    Iftikhar, Ahmed; Yusi, Zhao

    2008-01-01

    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 ...

  15. Analytical research for Safaricom Limited company : A customer Satisfaction survey

    OpenAIRE

    Maina, Janet

    2010-01-01

    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...

  16. Customer Satisfaction of Retail Chain Stores: Evidence from Bangladesh

    OpenAIRE

    S. M. Sohel Rana; Abdullah Osman; Md. Aminul Islam

    2014-01-01

    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...

  17. Achieving Customer Satisfaction through Integrated Products and Services

    DEFF Research Database (Denmark)

    Raja, Jawwad; Bourne, Dorota; Goffin, Keith;

    2013-01-01

    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...

  18. Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry

    OpenAIRE

    Seyed Mostafa Razavi; Hossein Safari; Hessam Shafie; Kobra khoram

    2012-01-01

    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;...

  19. Customer satisfaction with the quality of the logistic services

    Directory of Open Access Journals (Sweden)

    Małgorzata Lisińska-Kuśnierz

    2014-03-01

    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.

  20. Effect of gender and call duration on customer satisfaction in call center big data

    OpenAIRE

    Quim Llimona; Jordi Luque; Xabier Anguera; Zoraida Hidalgo; Souneil Park; Nuria Oliver

    2015-01-01

    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...

  1. Influence of Price and Quality to Customer Satisfaction: Neuromarketing Approach

    OpenAIRE

    Aurimas Dapkevičius; Borisas Melnikas

    2011-01-01

    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...

  2. 78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...

    Science.gov (United States)

    2013-04-08

    ... 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...

  3. Customer Satisfaction Analysis and Proposals for Its Improvement

    OpenAIRE

    Slobodníková, Eva

    2014-01-01

    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 ...

  4. Cultural Effects On Customer Satisfaction With Service Encounters

    OpenAIRE

    Shirley A. Hopkins; Winter Nie; Willie E. Hopkins

    2011-01-01

    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 (...

  5. Consumer satisfaction after relaunch of customer-loyalty program

    OpenAIRE

    Hrubešová, Aneta

    2009-01-01

    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.

  6. The Effect of Postpurchase Communication on Customer Satisfaction

    OpenAIRE

    Ward, Robert; Turley, Darach

    1996-01-01

    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...

  7. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    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...

  8. MEDIATING EFFECT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AND CUSTOMER LOYALTY RELATIONSHIP IN MALAYSIAN RURAL TOURISM

    OpenAIRE

    Zahir Osman; Ilham Sentosa

    2013-01-01

    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...

  9. Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks

    OpenAIRE

    Usha Lenka; Damodar Suar; Pratap K.J. Mohapatra

    2009-01-01

    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 socio–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...

  10. Determinants of Customer Satisfaction of Banking Industry in Bangladesh

    Directory of Open Access Journals (Sweden)

    Mohammed Belal Uddin

    2012-12-01

    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.

  11. Exploring Two Main Perspectives towards Customer Satisfaction in hotel industry: Managers and Customers

    Directory of Open Access Journals (Sweden)

    Pardis Mohajerani

    2013-09-01

    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.

  12. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

    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.

  13. Inventory Management and Its Effects on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Mehfooz Ali

    2012-07-01

    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.

  14. Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Sher Akbar

    2010-05-01

    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.

  15. The Antecedents of Store Image and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Banu Kulter Demirgunes

    2016-01-01

    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’.

  16. Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty

    OpenAIRE

    Sher Akbar; Ahmad Puad Mat Som; Fazli Wadood; Naser Jamil Alzaidiyeen

    2010-01-01

    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...

  17. Internet Banking Customer Satisfaction and Online Service Attributes

    OpenAIRE

    Hernan E. Riquelme; Khalid A. Mekkaoui; Rosa E. Rios

    2009-01-01

    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...

  18. TOOLS OF QUALITY IMPROVEMENT – MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Catalina Soriana Sitnikov

    2009-01-01

    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...

  19. Customer satisfaction with individual shopping trip experiences in grocery retailing

    DEFF Research Database (Denmark)

    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...

  20. JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI

    OpenAIRE

    Ghayas, Muhammad Muzammil; Hussain, Javed

    2015-01-01

    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...

  1. STRATEGIES FOR HIGHER SATISFACTION OF THE ROMANIAN BANKING CUSTOMERS

    OpenAIRE

    Danciu Victor

    2009-01-01

    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

  2. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

    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.

  3. Determinants of Customer Satisfaction of Banking Industry in Bangladesh

    OpenAIRE

    Mohammed Belal Uddin; Bilkis Akhter

    2012-01-01

    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...

  4. Some Thoughts on Proposing a Customer Satisfaction Strategy in Education

    Institute of Scientific and Technical Information of China (English)

    Wang Guoqiang; Wan Jinqing; Wang Wenjun

    2015-01-01

    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.

  5. Some Thoughts on Proposing a Customer Satisfaction Strategy in Education

    Institute of Scientific and Technical Information of China (English)

    Wang; Guoqiang; Wan; Jinqing; Wang; Wenjun

    2015-01-01

    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.

  6. APPROACHES FOR CONCEPTUALIZING CUSTOMER SATISFACTION AND PERCEIVED SERVICE QUALITY

    OpenAIRE

    MUNTHIU, Maria-Cristiana; CETINA Iuliana

    2012-01-01

    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...

  7. SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS

    OpenAIRE

    Filipa Fonseca; Sofia Pinto; Carlos Brito

    2010-01-01

    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...

  8. QUALITY OF SERVICE AND CONDITIONS OF CUSTOMER SATISFACTION MEASUREMENT

    Directory of Open Access Journals (Sweden)

    Renata Winkler

    2014-09-01

    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.

  9. The impact of customer service quality on customer satisfaction in tourism sector

    OpenAIRE

    Pokryshkina, Maria

    2015-01-01

    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...

  10. An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty

    OpenAIRE

    Shun-Hsing Chen; Fei-Yun Chen; I-Ping Wu

    2014-01-01

    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...

  11. Customer Satisfaction, Customer Loyalty, and Purchasing Behavior in Retail Stores: The Effects of Patience and Service

    OpenAIRE

    Hildur Benediktsdóttir 1990

    2014-01-01

    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...

  12. Improving Customer Satisfaction in an R and D Environment

    Science.gov (United States)

    Alexander, Anita; Liou, Y. H. Andrew

    1998-01-01

    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.

  13. The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia

    OpenAIRE

    Yunus, NKY

    2012-01-01

    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...

  14. Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism

    OpenAIRE

    Chatzigeorgiou, Chryssoula; Christou, Evangelos; Kassianidis, Panagiotis; Sigala, Marianna

    2009-01-01

    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...

  15. 75 FR 73111 - Submission for OMB Review; Comment Request; Customer and Other Partners Satisfaction Surveys

    Science.gov (United States)

    2010-11-29

    ... 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...

  16. 75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

    Science.gov (United States)

    2010-09-10

    ... 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...

  17. AN EMPIRICAL STUDY ON RELATIONSHIPS BETWEEN CUSTOMER SATISFACTION, SERVICE QUALITY ATTRIBUTES AND CUSTOMER LOYALTY IN THE RETAIL BANKING SECTOR.

    OpenAIRE

    Karthikeyan, K.; Murali, R

    2014-01-01

    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...

  18. The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

    OpenAIRE

    Chandra Warsito

    2015-01-01

    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 ...

  19. Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers

    OpenAIRE

    Charles Makanyeza; Darlington Mumiriki

    2016-01-01

    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...

  20. Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region

    Directory of Open Access Journals (Sweden)

    Nabaz T. Khayyat

    2012-06-01

    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.

  1. AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP

    OpenAIRE

    OLCAY, Atınç; İbrahim GİRİTLİOĞLU

    2014-01-01

    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...

  2. The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2008-01-01

    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...

  3. The Antecedents of Store Image and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Banu Külter Demirgüneş

    2014-07-01

    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’.

  4. Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry

    NARCIS (Netherlands)

    M. Terpstra; F.H.M. Verbeeten

    2013-01-01

    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

  5. 77 FR 61777 - Notice of Submission of Proposed Information Collection to OMB Generic Customer Satisfaction Surveys

    Science.gov (United States)

    2012-10-11

    ... 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...

  6. Analyzing the Effect of Customer Equity on Satisfaction

    OpenAIRE

    Hossien Rezaei Dolat Abadi; Nastaran Kabiry; Mohammad Hossein Forghani

    2013-01-01

    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...

  7. Integrated Management System as a base for customer satisfaction

    International Nuclear Information System (INIS)

    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

  8. Customer satisfaction with retail banking services in Ghana

    DEFF Research Database (Denmark)

    Narteh, Bedman; Kuada, John

    2014-01-01

    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...

  9. 78 FR 73238 - Currently Approved Information Collection: Comment Request for Customer Satisfaction and Opinion...

    Science.gov (United States)

    2013-12-05

    ... 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...

  10. 78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Science.gov (United States)

    2013-06-27

    ... 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...

  11. Measuring customer satisfaction: Evidence from digital library

    OpenAIRE

    Zahra Jafarzadeh Kermani; Elaheh Tatari; Gholamreza Sameie; Hanieh Motalebipour

    2015-01-01

    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.]....

  12. Product Offerings Testing through Customer Satisfaction

    OpenAIRE

    Tina Vukasovic; Nives Mikulić

    2014-01-01

    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...

  13. The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services

    OpenAIRE

    Abdullah Mohammad Al-Hersh; Abdelmo'ti Suleiman Aburoub; Abdalelah S. Saaty

    2014-01-01

    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 ...

  14. Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery

    OpenAIRE

    Mike Berrington; Susan McKnight

    2008-01-01

    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...

  15. THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

    OpenAIRE

    Tanisah Tanisah; Ida Maftukhah

    2015-01-01

    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...

  16. Critical Factors of Customer Satisfaction in Ethiopian Service Sector

    Directory of Open Access Journals (Sweden)

    Rajasekhara Mouly Potluri

    2011-02-01

    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

  17. The Expert System Designed to Improve Customer Satisfaction

    CERN Document Server

    Devi, P Isakki alias

    2011-01-01

    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...

  18. The Effect of Customer Satisfaction on Word of Mouth Communication

    Directory of Open Access Journals (Sweden)

    Houshang Taghizadeh

    2013-03-01

    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.

  19. Determinants of Customer Satisfaction in Shopping Behavior

    OpenAIRE

    Zeman, Matěj

    2012-01-01

    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.

  20. Product or Brand? How Interrelationship between Customer Satisfaction and Customer Loyalty Work

    OpenAIRE

    MARTISIUTE Sandra; VILUTYTE Gabriele; Grundey, Dainora

    2010-01-01

    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...

  1. Tailoring online retail strategies to increase customer satisfaction and loyalty

    OpenAIRE

    Souitaris, V.; Balabanis, G.

    2007-01-01

    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...

  2. Spanish Customer Satisfaction Indices by Cumulative Panel Data

    OpenAIRE

    López Caro, Cristina María; Fernández Aguirre, María Carmen; Mariel Chladkova, Petr

    2003-01-01

    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., ...

  3. 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

    OpenAIRE

    Husgafvel, Lasse

    2011-01-01

    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...

  4. Measuring Customer Satisfaction in Summer Courses

    Science.gov (United States)

    Marzo-Navarro, Mercedes; Pedraja-Iglesias, Marta; Rivera-Torres, M. Pilar

    2005-01-01

    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…

  5. ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

    OpenAIRE

    Ispas Roxana,; Marinescu Roxana Cristina

    2012-01-01

    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...

  6. Airline Financial Distress and Customer Satisfaction

    OpenAIRE

    Ribbink, Dina; Hofer, Christian; Dresner, Martin

    2009-01-01

    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...

  7. Influence of Price and Quality to Customer Satisfaction: Neuromarketing Approach

    Directory of Open Access Journals (Sweden)

    Aurimas Dapkevičius

    2011-04-01

    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

  8. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    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.

  9. 75 FR 80830 - Proposed Collection; Comment Request; Technology Transfer Center External Customer Satisfaction...

    Science.gov (United States)

    2010-12-23

    ... 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...

  10. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    Science.gov (United States)

    Chae, Ho-Chang

    2009-01-01

    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…

  11. Customer satisfaction strategy in automotive industry - example of Škoda Auto

    OpenAIRE

    Jůzl, František

    2012-01-01

    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...

  12. Maintaining service quality through customer satisfaction : Case: Jugend home hotel, Pietarsaari.

    OpenAIRE

    Regmi, Ramesh

    2013-01-01

    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...

  13. THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Sumadi Sumadi

    2015-09-01

    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

  14. Exploring the Influence on ATM Service Quality with Customer Satisfaction

    OpenAIRE

    Krishnamoorthy, Dr. V.; Sruthi, R.; Shoniyaa, V. S

    2016-01-01

    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 ...

  15. HR PRACTICES, EMPLOYEE BEHAVIOR, CUSTOMER SATISFACTION, AND RESTAURANT PERFORMANCE

    OpenAIRE

    Smela, Stephen J.

    2002-01-01

    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...

  16. Development of sevice quality to enhance customers satisfaction

    OpenAIRE

    Godwin, James

    2015-01-01

    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...

  17. The Antecedents of Store Image and Customer Satisfaction

    OpenAIRE

    Banu Külter Demirgüneş

    2014-01-01

    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...

  18. Bangladeshi mobile banking service quality and customer satisfaction and loyalty

    OpenAIRE

    Ghosh Kumar Sagib; Barua Zapan

    2014-01-01

    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...

  19. Customers' Satisfaction Survey on Medical Service

    Institute of Scientific and Technical Information of China (English)

    LIU Guiying

    2002-01-01

    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.

  20. SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS

    Directory of Open Access Journals (Sweden)

    Filipa Fonseca

    2010-06-01

    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.

  1. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    OpenAIRE

    Adi Zakaria Afiff; Rifelly Dewi Astuti

    2009-01-01

    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...

  2. STRATEGIES FOR HIGHER SATISFACTION OF THE ROMANIAN BANKING CUSTOMERS

    Directory of Open Access Journals (Sweden)

    Danciu Victor

    2009-05-01

    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

  3. Consumer Spending and Customer Satisfaction: Untying the Knot

    OpenAIRE

    Peter Sephton

    2012-01-01

    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.

  4. Consumer Spending and Customer Satisfaction: Untying the Knot

    Directory of Open Access Journals (Sweden)

    Peter Sephton

    2012-01-01

    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.

  5. The Relationship between Earned Value Management Metrics and Customer Satisfaction

    Science.gov (United States)

    Plumer, David R.

    2010-01-01

    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…

  6. Mystery Shopping: In-depth measurement of customer satisfaction

    NARCIS (Netherlands)

    M. Hesselink; A. van der Wiele (Ton)

    2003-01-01

    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

  7. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    Science.gov (United States)

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    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…

  8. Measuring customer satisfaction a case study: Kuopio Setlementti Puijola RY (Kompassi)

    OpenAIRE

    Shrestha, Sunita

    2015-01-01

    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...

  9. Customer Satisfaction in the retail market

    OpenAIRE

    Mattsson, Katriina

    2009-01-01

    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...

  10. Valuable Internet Advertising and Customer Satisfaction Cycle(VIACSC

    Directory of Open Access Journals (Sweden)

    Muhammad Awais

    2012-01-01

    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.

  11. THE LEVEL OF CUSTOMER SATISFACTION - MEASURE OF SOCIAL EFFICIENCY

    Directory of Open Access Journals (Sweden)

    MUNGIU-PUPĂZAN MARIANA CLAUDIA

    2014-05-01

    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.

  12. Key Factors Influencing Customer Satisfaction in Korea's Mobile Service Sector

    Directory of Open Access Journals (Sweden)

    JAE YOUNG KIM

    2013-12-01

    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.

  13. The importance of measuring customer satisfaction in palliative care.

    Science.gov (United States)

    Turriziani, Adriana; Attanasio, Gennaro; Scarcella, Francesco; Sangalli, Luisa; Scopa, Anna; Genualdo, Alessandra; Quici, Stefano; Nazzicone, Giulia; Ricciotti, Maria Adelaide; La Commare, Francesco

    2016-03-01

    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

  14. 76 FR 17189 - Revision to Currently Approved Information Collection: Comment Request for Customer Satisfaction...

    Science.gov (United States)

    2011-03-28

    ... 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...

  15. 78 FR 69703 - 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...

    Science.gov (United States)

    2013-11-20

    ... 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....

  16. Customer Satisfaction Survey on Ryanair Webpages

    OpenAIRE

    Niinimaa, Elisa

    2011-01-01

    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 ...

  17. Customer Satisfaction and Switching Cost Toward Trust in the Brand and Customer Retention of Simpati in Jember

    Directory of Open Access Journals (Sweden)

    Mohamad Dimyati

    2015-04-01

    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.

  18. ASSESSING RELATIONSHIP BETWEEN PERSONAL VALUE AND CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIAN BANKING INDUSTRY

    OpenAIRE

    Ogunnaike, Olaleke Oluseye; Kehinde, Oladele Joseph

    2011-01-01

    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...

  19. A Study of Customer Satisfaction of an Automotive Company in Malaysia

    OpenAIRE

    Noor Azlina Fakiruddin; Hebat Allah A. Wagih; Waleed F. Faris

    2010-01-01

    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...

  20. Highway Expenditures and Associated Customer Satisfaction: A Case Study

    Directory of Open Access Journals (Sweden)

    Alexander Paz

    2016-01-01

    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.

  1. 75 FR 57470 - Clinical Center; Proposed Collection; Comment Request; Customer and Other Partners Satisfaction...

    Science.gov (United States)

    2010-09-21

    ...; 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)...

  2. Identification of best practices for customer satisfaction at Skoda Auto, a.s.

    OpenAIRE

    Gomboš, Peter

    2013-01-01

    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.

  3. 78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys

    Science.gov (United States)

    2013-09-30

    ... 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:...

  4. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Science.gov (United States)

    2010-10-01

    ... 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...

  5. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Science.gov (United States)

    2010-06-21

    ... 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...

  6. 78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey

    Science.gov (United States)

    2013-09-12

    ... 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 :...

  7. 75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Science.gov (United States)

    2010-01-21

    ... 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. ]...

  8. Study on the Relationship between Customer Satisfaction and 3PL Costs

    OpenAIRE

    Shuang Liu; Zhongmin Fang

    2009-01-01

    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.

  9. A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.

    Science.gov (United States)

    Zablah, Alex R; Carlson, Brad D; Donavan, D Todd; Maxham, James G; Brown, Tom J

    2016-05-01

    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

  10. Customer Service and Customer Satisfaction Level of CheapSleep Hostels, Helsinki

    OpenAIRE

    Nguyen Thi Vu, Hoa

    2016-01-01

    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. ...

  11. A green vehicle routing problem with customer satisfaction criteria

    Science.gov (United States)

    Afshar-Bakeshloo, M.; Mehrabi, A.; Safari, H.; Maleki, M.; Jolai, F.

    2016-08-01

    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.

  12. Customer Satisfaction in an Indian Restaurant : a case study of Ravintola Malminparatiisi

    OpenAIRE

    Bhuiyan Mohammad Zannatun, Nayem; Dipak, Raya

    2012-01-01

    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 ...

  13. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    OpenAIRE

    Kartika Puspitasari Adiningsih; Rita Nurmalina; MD Djamaludin

    2015-01-01

    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...

  14. Transformational Teams and their Impact on Customer Satisfaction at One Firm

    OpenAIRE

    Crader, Timothy; Brown, Stephen

    2011-01-01

    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...

  15. Customer Satisfaction Affects the Customer Loyalty: Evidence from Telecommunication Sector in Pakistan

    Directory of Open Access Journals (Sweden)

    Mian Usman Sattar

    2012-06-01

    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.

  16. Customer Satisfaction Affects the Customer Loyalty: Evidence from Telecommunication Sector in Pakistan

    OpenAIRE

    Mian Usman Sattar; Beenish Sattar

    2012-01-01

    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.

  17. From customer orientation to customer satisfaction: The gap between theory and practice

    OpenAIRE

    Chan, LY; Yeung, ACL; Cheng, TCE

    2004-01-01

    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 ...

  18. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    OpenAIRE

    Tanveer ASLAM; Kashif HAMID; Muhammad Salman ARSHAD

    2015-01-01

    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...

  19. Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java

    Directory of Open Access Journals (Sweden)

    Rachmad Hidayat

    2015-10-01

    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

  20. Customer Satisfaction Theory Applied in the Housing Industry:An Empirical Study of Low-Priced Housing in Beijing

    Institute of Scientific and Technical Information of China (English)

    YANG Song; ZHU Yan

    2006-01-01

    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.

  1. Healthscape role towards customer satisfaction in private healthcare.

    Science.gov (United States)

    Sahoo, Debajani; Ghosh, Tathagata

    2016-07-11

    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

  2. IMPROVING BANK QUALITY DIMENSIONS TO INCREASE CUSTOMER SATISFACTION

    OpenAIRE

    Lăcrămioara RADOMIR; Alan WILSON; Andrei Mircea Scridon

    2011-01-01

    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...

  3. INTERNAL CUSTOMER JOB SATISFACTION AND ROLE OF TQM PRACTICES

    OpenAIRE

    Dr. Aamir Ijaz; Dr. Kee,DMH; S. M. Irfan

    2012-01-01

    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...

  4. Customer satisfaction at Summer Sound Festival 2015 : Evaluating festival quality

    OpenAIRE

    Hannonen, Linda; Väänänen, Noora

    2015-01-01

    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...

  5. Design effectiveness: Building customer satisfaction and loyalty through design

    OpenAIRE

    Nam, KW; Carnie, BW

    2014-01-01

    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...

  6. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

    Directory of Open Access Journals (Sweden)

    Ngo Vu Minh

    2016-06-01

    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.

  7. The effect of proposed software products' features on the satisfaction and dissatisfaction of potential customers

    Science.gov (United States)

    Hussain, Azham; Mkpojiogu, Emmanuel O. C.; Yusof, Muhammad Mat

    2016-08-01

    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.

  8. Customer Satisfaction and Loyalty: A Case Study from the Banking Sector

    Directory of Open Access Journals (Sweden)

    Rahman, Md. Hasebur

    2013-12-01

    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.

  9. DO CHANGES IN CUSTOMER SATISFACTION LEAD TO CHANGES IN PERFORMANCE IN FOOD RETAILING?

    OpenAIRE

    Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.

    2003-01-01

    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...

  10. Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?

    OpenAIRE

    Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.

    2003-01-01

    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...

  11. Using LibQUAL+® to Identify Commonalities in Customer Satisfaction: The Secret to Success?

    OpenAIRE

    Killick, Selena; van Weerden, Anne; van Weerden, Fransje

    2014-01-01

    Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting ...

  12. Analyzing the Effect of Customer Equity on Satisfaction

    Directory of Open Access Journals (Sweden)

    Hossien Rezaei Dolat Abadi

    2013-05-01

    Full Text Available 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, eight (8 responses had to be discarded due to invalid or incomplete data entries. Thus the sample comprising of a total of 177 respondents was used for analysis. The data was analyzed by AMOS software. Six hypotheses were derived and, based on data analysis, all six were supported. Value, brand, and relationship management were all confirmed to be important factors in enhancing customer satisfaction. Relationships among value equity, brand equity, and relationship equity were also identified. The results of this study are presented through marketing channels of the Fast Food unite limited Kalleh Company, as a private manufacturer and distributor of food product in Iran, as the case firm in this study. Managerial implications are discussed.

  13. Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support

    OpenAIRE

    Sunder Kekre; Mayuram S. Krishnan; Kannan Srinivasan

    1995-01-01

    We study the key determinants of customer satisfaction with software products. Our analysis, based upon a large sample of over 2,500 customer responses, suggests that capability and usability are the critical drivers of overall customer satisfaction. We also find that the importance of seven key satisfaction factors differs across customer and product segments. Our results have significant implications for Quality Function Deployment in making design and service support choices for software p...

  14. The Customer Satisfaction Research of 7-ELEVEn Stores in Hong Kong

    OpenAIRE

    Fan Zhang; Xiaowen Ye; Yongmei Xu

    2013-01-01

    Using the 7-ELEVEn stores in Hong Kong as an example, this paper has studied customer satisfaction from the point of view of the enterprise. This paper has established a retail enterprise customer satisfaction model based on CCSI models. The secondary indexes of this customer satisfaction model include the following content: enterprise/brand image, quality expectations (shopping environment of convenience stores), quality perception (staff’s service quality), value perception, customer satis...

  15. Research on Optimal Delivery Days and Customer Satisfaction Based on Quality Costs

    Institute of Scientific and Technical Information of China (English)

    薛伟; 周宏彤; 陈亚绒

    2004-01-01

    Customer satisfaction is an important index to evaluate the competitiveness and efficiency of an enterprise. Every enterprise is confront with the subject of supplying with the customer satisfactory products at the lowest costs and the highest manufacturing speed. Regarding the delivery days of a coach company as a design variable, this paper builds up an optimization model of customer satisfaction, and suggests an effective method to reduce costs and increase customer satisfaction based on analysis and research.

  16. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

    Directory of Open Access Journals (Sweden)

    Olu Ojo

    2010-03-01

    Full Text Available

    This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.

    Keywords: Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

  17. The European customer satisfaction index model: an application to the international hotel

    Directory of Open Access Journals (Sweden)

    Şirvan Şen Demir

    2012-04-01

    Full Text Available The purposes of this study are (1 to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2 to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modeling (SEM indicates a remarkable result that the latent factors (corporate image and customer expectations have a significant and positive influence on perception of quality-value and customer satisfaction, and positive relation between customer satisfaction and customer loyalty. As a result, the findings indicate that all factors have a significant correlation with each other. The findings are very important for the customer satisfaction.

  18. IMPROVING BANK QUALITY DIMENSIONS TO INCREASE CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Lăcrămioara RADOMIR

    2011-01-01

    Full Text Available The purpose of this study is twofold: 1. examine the relationship betweenservice quality dimensions and customer satisfaction with bank territorialunits; 2. establish which quality measure method out of the four considered inthis study should be applied in order to better determine the areas that needfurther improvement and investment. In this respect, we performed PrincipalComponent Regression (PCR and considered direct importance andperformance measures as well. Our results reveal that human resourceshave the greatest impact on customers’ satisfaction with bank territorial unitsand that both “Convenience and Efficiency” and “Bank personnel” are thedimensions that bank management should consider in their efforts to improveand maintain the service quality level. To the best of our knowledge, this isthe first study which tries to emphasize the relationship between servicequality dimensions and Romanian customers’ satisfaction with bank territorialunits. The main limit of the study lies in the fact that data were collectedamong the customers of a single bank. Nevertheless, it provides valuableinformation about the Romanian market and ought to be considered astarting point for further studies.

  19. Customer satisfaction assessment at the Pacific Northwest National Laboratory; TOPICAL

    International Nuclear Information System (INIS)

    The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to determine if a project directly contributes to critical future national needs. The project Performance section consists of nine questions designed to determine PNNL performance in meeting customer expectations. A statistical model for customer survey data is developed and this report discusses how to analyze the data with this model. The properties of the statistical model can be used to establish a gold standard or performance expectation for the laboratory, and then to assess progress. The gold standard is defined using laboratory management input-answers to four questions, in terms of the information obtained from the customer survey: (1) What should the average Strategic Value be for the laboratory project portfolio? (2) What Strategic Value interval should include most of the projects in the laboratory portfolio? (3) What should average Project Performance be for projects with a Strategic Value of about 2? (4) What should average Project Performance be for projects with a Strategic Value of about 4? To be able to provide meaningful answers to these questions, the PNNL customer survey will need to be fully implemented for several years, thus providing a link between management perceptions of laboratory performance and customer survey data

  20. A study on different factors influencing customer satisfaction on industrial market

    Directory of Open Access Journals (Sweden)

    Alireza Shirani

    2014-01-01

    Full Text Available Customer satisfaction plays essential role on the success of industrial products such as milk in todays’ marketing planning. In this paper, we present a conceptual model to measure the relative impact of various factors on customer satisfaction. The proposed study of this paper designs a questionnaire and distributes it among managers of a dairy producer named Pegah in city of Esfahan, Iran. Using Pearson correlation ratio as well as stepwise regression technique, the study has found positive and meaningful relationship between customer satisfaction and price, quality of product, distribution and compatibility with customer expectation. In addition, the study detects a negative and meaningful relationship between conflict and customer satisfaction.

  1. ASSESSING RELATIONSHIP BETWEEN PERSONAL VALUE AND CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIAN BANKING INDUSTRY

    Directory of Open Access Journals (Sweden)

    Olaleke Oluseye OGUNNAIKE

    2011-06-01

    Full Text Available This study investigated personal value and its relationship with customer satisfaction in the Nigerian bankingindustry. Results implicated self-transcendence as having positive relationship with customer satisfaction while selfenhancementhas negative relationship with customer satisfaction. It was also established that the overall personalvalue has significant effect on customer satisfaction. The research measures showed encouraging psychometric values.These findings were discussed and situated within the Nigerian banking industry. It was recommended that the bankingindustry should place more emphasis on target marketing practices thereby enhancing the quality delivery of servicesto customers. Areas of further studies were also suggested.

  2. Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

    Directory of Open Access Journals (Sweden)

    Budi Setiawan

    2014-06-01

    Full Text Available Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM which is also known as Partial Least Square (PLS model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

  3. Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey

    Energy Technology Data Exchange (ETDEWEB)

    Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [Dept. of Energy, Oak Ridge, TN (United States). Office of Scientific and Technical Information

    1996-04-22

    The Energy Efficiency and Renewable Energy Network (EREN) Customer Satisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.

  4. Service Encounter Model Focused on Customer Benefits and Satisfaction: Reconsideration of Psychological Model

    OpenAIRE

    Takahiro Chiba

    2012-01-01

    Firms have attempted to achieve higher levels of customer satisfaction by providing superior service, supposedly for customer benefit. However, does higher customer benefit always lead to higher customer satisfaction? The model developed by social psychologists suggests that a customer is likely to feel negative as well as positive affect toward a contact person (CP) via indebtedness and/or other mediating variables, but this model has remained untested empirically. In this study, we elaborat...

  5. The Theory and Empirical Research of Customer Marketing Based on Satisfaction

    OpenAIRE

    Jingdong Chen; Yidan Liu

    2013-01-01

    With the richness of product and complexity of customer buying behavior, the limitation of marketing theory has become increasingly prominent and customer marketing theory is extensive attention. Research of customer satisfaction greatly promoted the development of customer marketing, but the existing research emphasize the customer satisfaction of the results and feedback effects, but oversight its core link role. Based on the existed theory and practice, this study aims to find the way to a...

  6. Identification and Interpretation of the Importance of Customer Service Satisfaction Factors

    OpenAIRE

    Stach, Przemysław; Staliński, Piotr; Stawicka, Monika

    2012-01-01

    Customer satisfaction is shaped by their experience over the whole supplier - customer relation cycle, i.e., throughout a pre-transactional, transactional and post-transactional phase, respectively. Customer service is the process that unites all three phases. Therefore planning efficient customer service should be based on the priorities which customers value most in the process and which have the strongest impact on their satisfaction. The literature and practice indicate at ...

  7. Satisfaction level on Löydön Kartano among Russian customers

    OpenAIRE

    Khoshchenko, Kristina

    2015-01-01

    Finland is a very attractive country for Russian tourists because of its nearest location to the Russian border. Russian customers are highly demanded at the tourist market in Finland. Finland is interested in attracting Russian customers, especially hotels and manor houses, located near the Russian border. In order to attract new customers it is necessary to find out the level of customers` satisfaction at the moment. The purpose of my thesis is to study the level of customers` satisfact...

  8. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Science.gov (United States)

    2010-04-01

    ... 17 Commodity and Securities Exchanges 3 2010-04-01 2010-04-01 false Satisfaction of customer... CORPORATION Closeout Or Completion of Open Contractual Commitments § 300.400 Satisfaction of customer claims... determining what a customer will receive in either (1) a liquidation proceeding pursuant to the Act or (2)...

  9. Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

    OpenAIRE

    Budi Setiawan

    2014-01-01

    Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES) of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in th...

  10. A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    S. M. Kamrul Islam Shaon

    2015-03-01

    Full Text Available This paper has been devoted to theoretically examining the Customer Relationship Management (CRM agenda which has been dominating the business world in recent years. Customer relationship management is a new competitive weapon for organizations for serving internal and external customers. Today’s organizations are focusing on conquering the minds of customers, to make them satisfied and loyal with the help of sophisticated, well-organized CRM efforts. This paper is to explore the CRM agenda in organizational interfaces and its effectiveness with regards to customer satisfaction and customer loyalty. The related literature demonstrates that there is a significant association among effective CRM, customer satisfaction and customer loyalty.

  11. CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

    OpenAIRE

    Ana Stranjancevic; Iva Bulatovic

    2015-01-01

    One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analy...

  12. The Expert System Designed To Improve Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    P.Isakki alias Devi

    2011-12-01

    Full Text Available Customer Relationship Management becomes a leading business strategy in highly competitive businessenvironment. It aims to enhance the performance of the businesses by improving the customer satisfactionand loyalty. The objective of this paper is to improve customer satisfaction on product’s colors anddesign with the help of the expert system developed by using Artificial Neural Networks. The expertsystem’s role is to capture the knowledge of the experts and the data from the customer requirements, andthen, 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 techniquehas 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 designpresented in the selection. In addition, the expert system has been validated with a different customertypes.

  13. Developing a model of factors affecting the customer satisfaction in traditional and electronic banking

    OpenAIRE

    Hamed Heidari; Morteza Mousakhani

    2015-01-01

    Electronic banking is among the major electronic services in electronic commerce, but the lack of appropriate tool for measurement of customer satisfaction in banking industry has diminished the speed of electronic banking development. This study aims at investigating the factors affecting the customer satisfaction in traditional and electronic banking industry in order to determine the factors which lead to the customer satisfaction. Therefore, the factors, namely, the traditional service qu...

  14. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM

    OpenAIRE

    Lu, Phuc Hong; Lukoma, Ian

    2011-01-01

    In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels ...

  15. Financial consumer protection and customer satisfaction. A relationship study by using factor analysis and discriminant analysis

    OpenAIRE

    Marimuthu SELVAKUMAR; Veluchamy SATHYALAKSHMI

    2015-01-01

    This paper tries to make an attempt to study the relationship between the financial consumer protection and customer satisfaction by using factor analysis and discriminant analysis. The main objectives of the study are to analyze the financial consumer protection in commercial banks, to examine the customer satisfaction of commercial banks and to identify the factors of financial consumer protection lead customer satisfaction. There are many research work carried out on financial ...

  16. Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

    OpenAIRE

    Suzana Marković; Sanja Raspor Janković

    2013-01-01

    Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfact...

  17. Influences Of Product, Price, And Location On Customer Satisfaction Rabbani In Langsa, Aceh

    OpenAIRE

    Amilia, Suri; Rini, Endang Sulistya; Lubis, Arlina Nurbaity

    2016-01-01

    Rabbani is a brand of ins tan hijab, released by Amry Gunawan and Nia Kurnia since 1991. Rabbani product sales decreased due to maximum customer satisfaction and consumers demand has not increased in certain months only. The aim of the research was to know and to analyze influences product; price,and place on customer satisfaction. The theory used in this research was the theory of marketing management which was related to product, price, place, and customer satisfaction. The type...

  18. The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Puti Ara Zena

    2012-06-01

    Full Text Available Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM using LISREL software was used to analyze the data. This research found that itexperiential marketing used by Strawberry Cafe can affect customer loyalty.

  19. The European customer satisfaction index model: an application to the international hotel

    Directory of Open Access Journals (Sweden)

    Şirvan Şen Demir

    2012-04-01

    Full Text Available The purposes of this study are (1 to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2 to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modelling (SEM indicates a remarkable result that the latent factors (corporate image and customer expectations have a significant and positive influence on perception of quality-value and customer satisfaction, and positive relation between customer satisfaction and customer loyalty. As a result, the findings indicate that all factors have a significant correlation with each other.

  20. Customer satisfaction – facts and measuring : Case: Takamäki Group

    OpenAIRE

    Flinck-Heino, Raisa

    2009-01-01

    Today the competition among companies is fiercer then ever. The world economy is talking about recession; customer value becomes the key success factor since companies cannot compete in product and service differentiation so much anymore. Customer satisfaction can be defined as a positive reaction towards a product or service. It is always subjective and comparable and from a unique point of view. Companies should always try to satisfy their customers since customer satisfaction is one of th...

  1. Customer Satisfaction and Competencies: an Econometric Study of an Italian Bank

    OpenAIRE

    Gritti, Paola; Foss, Nicolai

    2008-01-01

    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 effec...

  2. Farmer-to-Consumer Direct Marketing: The Role of Customer Satisfaction Measurement for Service Innovations

    OpenAIRE

    SPILLER, Achim; Zuhlsdorf, Anke; Mellin, Matthias

    2007-01-01

    The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyses the impact of customer satisfaction and its driving forces for farmer- to-consumer direct marketing and is based on a customer survey in 33 organic and conventional on-farm stores in Germany. The results emphasise the role of store atmosphere and customer service as the main influencing factors on customer satisfaction.

  3. The Effect of Environmental Policy by Considering the Mediating Role of Customer Satisfaction and Loyalty

    OpenAIRE

    Safshekan, Sedigheh

    2014-01-01

    ABSTRACT: This thesis aimed to explore the effects of environmental policies (EP) on three dependent variables including customer satisfaction (CS), customer loyalty (CL) and market performance (MP). It also investigated the effects of employing EP on hotel market performance by considering the mediating role of customer satisfaction and customer loyalty in this relationship. Through a quantitative research method, a survey questionnaire administered to international tourists and managers of ...

  4. The European customer satisfaction index model: an application to the international hotel

    OpenAIRE

    Demir, Şirvan Şen

    2012-01-01

    The purposes of this study are (1) to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2) to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modelling (...

  5. Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value

    OpenAIRE

    Teck-Hua Ho; Young-Hoon Park; Yong-Pin Zhou

    2006-01-01

    We extend the Schmittlein et al. model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events, and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected dollar spending from a customer base over a time period (0, ]. This formula reveals that approxim...

  6. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

    OpenAIRE

    Mahmoud ABDEL HAMID SALEH; Abdulrahman ALTHONAYAN; Ayman ALHABIB; Essa ALRASHEEDI; Ghafar ALQAHTANI

    2015-01-01

    The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniqu...

  7. Determinants of customer satisfaction with professional services: A study of consultants services

    DEFF Research Database (Denmark)

    Sonne, Anne-Mette

    1999-01-01

    Although models of service quality and customer satisfaction have been well researched within the consumer goods and services area, much less attention has been paid to high involvement business-to-business service satisfaction. The objective of this study is to contribute to this stream of...... research through a survey of customers of the Norwegian Institute of Fisheries and Aquaculture. Information on which factors are the determinants of customer satisfaction is important to consultants since customer satisfaction is what the service business depends on for repeat business. In this study we...... found that customer satisfaction is mostly influenced by the perceived competence of the consultant and the technical reliability demonstrated in the project. However, the perceived service quality is also influenced by the way the customer is treated during the service production process....

  8. Evaluation of the Effective Factors on Customers' Satisfaction Using INDSAT Model; Case Study: Household Appliances' Customers of Mobarakeh Steel Company

    OpenAIRE

    Ali Kazemi; Ali Belenj; Hussain Rezaei Dolatabadi

    2012-01-01

    Customers and consumers are always looking for suppliers who offer better products or services to their clients. Lots of documents show that in today's competitive world, exploring and meeting customers' needs and and requirements before other competitors, is the essential condition for companies to be successful. vices provided by organizations is the assessment of customer satisfaction. this study deals with identification and investigation of factors affecting industrial customer's satisfa...

  9. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

    Directory of Open Access Journals (Sweden)

    Mahmoud ABDEL HAMID SALEH

    2015-10-01

    Full Text Available The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniques was used in data analysis and testing of the research hypotheses. The findings of the study confirm a significant negative relationship between customer satisfaction and brand switching intention. A 4% percent of the change in brand switching intention could be explained by the change in the customer satisfaction. Only three variables; customer service, service pricing, and service quality are critical determinants for mobile-service customer satisfaction. Customer service explained about 22%, whereas service pricing and service quality explained about 5% and 1% of the change in customer satisfaction respectively. The practical value of this study could be enabling the mobile-service providers in Saudi Arabia to well understand the determinants of the customer satisfaction and its negative relationship with brand switching intention. They may take these findings into account when setting marketing strategies to differentiate their brands to satisfy the customer needs and wants, to retain the existing customers and to attract new customers. These strategies have a positive effect on the company’s customer satisfaction that deter brand switching intention, hence increase the company’s competitiveness, market share and profitability.

  10. A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

    OpenAIRE

    manigeh Bahrainizadeh; Leila Tavasoli

    2014-01-01

    Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

  11. Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java

    OpenAIRE

    Rachmad Hidayat; Sabarudin Akhmad; Machmud Machmud

    2015-01-01

    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...

  12. Evaluation of the Effective Factors on Customers' Satisfaction Using INDSAT Model; Case Study: Household Appliances' Customers of Mobarakeh Steel Company

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2012-12-01

    Full Text Available Customers and consumers are always looking for suppliers who offer better products or services to their clients. Lots of documents show that in today's competitive world, exploring and meeting customers' needs and and requirements before other competitors, is the essential condition for companies to be successful. vices provided by organizations is the assessment of customer satisfaction. this study deals with identification and investigation of factors affecting industrial customer's satisfaction at Mobarake Steel Company of Esfahan. Statistical population included 125 company of the Household Appliances' Customers of Mobarakeh Steel Company. Field methods and questionnaire were used to gather essential information. In this study, 161 questionnaires were randomly distributed to Customers. Eventually 117 questionnaires were returned. SPSS and Amos were used to analyze data descriptively, assess the credibility of the model and test hypotheses. Results indicated that all satisfaction factors (product- sales people- product-related information- order handling- technical services- interaction with supplier's internal staff- complaint handling as the aspects of have positive effects on overall customer satisfaction. Also, all of these factors are not of the same preference to the customers; sales staff and product satisfactions the scored highest and complaint handling the lowest.

  13. Restaurant customer satisfaction and return patronage in a Bloemfontein shopping mall

    Directory of Open Access Journals (Sweden)

    Hermanus Johannes Moolman

    2011-12-01

    Full Text Available Purpose: Restaurants form one of the core components of a mall's retail offering and its tenant mix. In order to successfully manage the tenant mix, research suggests that mall management continuously monitor their tenants' performance through customer satisfaction and return patronage surveys. The purpose of the study on which this article is based, was to gain insight into restaurant customers' satisfaction and return patronage in a shopping mall context. Research questions: The research was conceptualised with the following three research questions in mind: Which dining attributes are important for customer satisfaction and return patronage in mall restaurants? Is there a difference in restaurant customers' satisfaction and return patronage levels based on their demographic characteristics? Is there a difference in restaurant customers' satisfaction and return patronage in the respective mall restaurants? Design / methodology / approach: A mixed-methods research design was followed. The views of restaurateurs and mall managers were explored (qualitative and 590 customers of eight restaurants situated in the mall successfully completed questionnaires (quantitative. Analysis of variance, t-tests, correlation analysis and regression analysis were performed to reach the objectives of the study. Findings: This research showed that food quality, quality service, restaurant ambience, the quality of facilities and the presence of management are important attributes in contributing to customers' overall dining satisfaction. Food quality and overall dining satisfaction are regarded as important attributes for restaurant customers' decision to return to a mall restaurant. Demographic characteristics of restaurant customers have little impact on customer satisfaction and return patronage levels. Mall restaurants were not equally successful in satisfying their customers in terms of service quality, quality of facilities and the presence of management

  14. Unveiling Ceremony on Customer Satisfaction Assessment Center of Chine National Institute of Standardization Was Held

    Institute of Scientific and Technical Information of China (English)

    2005-01-01

    @@ On May 12, the Customer Satisfaction Assessment Center of China National Institute of Standardization (CNIS), jointly set up by CNIS and Tsinghua University and specialized in conducting theoretical research on Customer Satisfaction and the related investigation and assessment work; was formally established in Beijing.

  15. 76 FR 44020 - Proposed Collection; Comment Request; Generic Clearance for Partners and Customer Satisfaction...

    Science.gov (United States)

    2011-07-22

    ... Partners and Customer Satisfaction Surveys SUMMARY: In compliance with the requirement of section 3506(c)(2... Satisfaction Surveys: Extension. The information collected in these surveys will be used by the Center for..., unbiased from outside influence, timely, and (4) To develop new modes of operation based on customer...

  16. 75 FR 9277 - Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment...

    Science.gov (United States)

    2010-03-01

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment.... Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB Control...

  17. 77 FR 3843 - Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Science.gov (United States)

    2012-01-25

    ... AFFAIRS Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing... techniques or the use of other forms of information technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey, VA Form 0745. OMB Control Number: 2900-0548. Type of Review: Extension of...

  18. An Electronic Service Quality Reference Model for Designing E-Commerce Websites Which Maximizes Customer Satisfaction

    Science.gov (United States)

    Shaheen, Amer N.

    2011-01-01

    This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…

  19. 75 FR 25320 - Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB...

    Science.gov (United States)

    2010-05-07

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB... INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB...

  20. 77 FR 2349 - Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment...

    Science.gov (United States)

    2012-01-17

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment... forms of information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465-...

  1. 76 FR 70827 - Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Science.gov (United States)

    2011-11-15

    ... AFFAIRS Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing... techniques or the use of other forms of information technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey Card, VA Form 0745. OMB Control Number: 2900-0548. Type of Review:...

  2. 75 FR 38775 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Science.gov (United States)

    2010-07-06

    ... extension of the generic clearance to conduct customer satisfaction research which may be in the form of... customer satisfaction research efforts. Each research design is reviewed for content, utility, and user.... Census Bureau Proposed Information Collection; Comment Request; Generic Clearance for...

  3. 39 CFR 3050.53 - Information on customer satisfaction and retail access. [Reserved

    Science.gov (United States)

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Information on customer satisfaction and retail access. 3050.53 Section 3050.53 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.53 Information on customer satisfaction and retail access....

  4. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2010-10-21

    ... 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... collection was previously published in the Federal Register on June 21, 2010 at 75 FR 35093 allowing for a...

  5. 78 FR 69643 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Science.gov (United States)

    2013-11-20

    ... extension of the generic clearance to conduct customer satisfaction research which may be in the form of... customer satisfaction research efforts. Each research design is reviewed for content, utility, and user... Census Bureau Proposed Information Collection; Comment Request; Generic Clearance for...

  6. 77 FR 64382 - Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB...

    Science.gov (United States)

    2012-10-19

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB....'' SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465- 2 through...

  7. Customer Value, Satisfaction and Behavioral Intentions: the Effects of Consumer Search Behavior

    Directory of Open Access Journals (Sweden)

    Wahyuningsih

    2011-06-01

    Full Text Available This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (passive, rational-active, relational-dependent, performs differently on the relationships among customer value, satisfaction, and behavioral intentions. The identification of value, satisfaction, and behavioral intentions within each search behavior allows managers to deliver optimal value and satisfaction to their consumers.

  8. Developing a model of factors affecting the customer satisfaction in traditional and electronic banking

    Directory of Open Access Journals (Sweden)

    Hamed Heidari

    2015-06-01

    Full Text Available Electronic banking is among the major electronic services in electronic commerce, but the lack of appropriate tool for measurement of customer satisfaction in banking industry has diminished the speed of electronic banking development. This study aims at investigating the factors affecting the customer satisfaction in traditional and electronic banking industry in order to determine the factors which lead to the customer satisfaction. Therefore, the factors, namely, the traditional service quality with six dimensions, the electronic service quality with three dimensions, customer satisfaction, loyalty and trust are extracted according to the literature review, and the structural equation modeling is implemented on this basis. The statistical population of research consists of customers in one of the private banks and 242 subjects are selected as the samples. The data analysis is performed by partial least squares-structural equation modeling technique (PLS-SEM using Smart PLS software. The data analysis results indicate that one dimension of electronic service quality including the telephone banking quality affect the customer satisfaction and two dimensions of traditional service quality including the complaint management and tangibility also have impact on the customer satisfaction. Moreover, the impact of customer satisfaction on the customer trust and loyalty is approved in this study.

  9. An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing

    DEFF Research Database (Denmark)

    Esbjerg, Lars; Jensen, Birger Boutrup; Bech-Larsen, Tino;

    2012-01-01

    Grocery retailers aim to satisfy customers, and because grocery shopping trips are frequently recurring, they must do socontinuously. Surprisingly, little research has addressed satisfaction with individual grocery shopping trips. This article therefore develops a conceptual framework for analyzing...... customer satisfaction with individual grocery shopping trip experiences within a overall ‘disconfirmation of expectations model’ of customer satisfaction. The contribution of the framework is twofold. First, by focusing on satisfaction with individual grocery shopping trips, previous research on...... satisfaction is extended to a context marked by frequently recurring, often tedious and routine activities. Understanding what causes satisfaction/dissatisfaction with individual shopping trips is required to explain overall, cumulative satisfaction with a retailer, which has been the focus of prior research...

  10. Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

    Directory of Open Access Journals (Sweden)

    Jha Subhash

    2015-09-01

    Full Text Available Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor - customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in the mobile services context. The findings reveal that customer-perceived quality affects the evaluation of justice dimensions and its outcomes. The findings reveal that while distributive justice enhances recovery satisfaction for low perceived quality services, the procedural justice resulted in greater satisfaction in high perceived quality services. Thus, by understanding the role of customer-perceived quality, service managers can deliver effective recovery strategies thereby enhancing satisfaction and loyalty.

  11. Patient satisfaction and ethnic identity among American Indian older adults.

    Science.gov (United States)

    Garroutte, Eva Marie; Kunovich, Robert M; Jacobsen, Clemma; Goldberg, Jack

    2004-12-01

    Work in the field of culturally competent medical care draws on studies showing that minority Americans often report lower satisfaction with care than White Americans and recommends that providers should adapt care to patients' cultural needs. However, empirical evidence in support of cultural competence models is limited by reliance upon measurements of racial rather than ethnic identity and also by a near-total neglect of American Indians. This project explored the relationship between ethnic identity and satisfaction using survey data collected from 115 chronically ill American Indian patients >or=50 years at a Cherokee Nation clinic. Satisfaction scores were high overall and comparable to those found in the general population. Nevertheless, analysis using hierarchical linear modeling showed that patients' self-rated American Indian ethnic identity was significantly associated with satisfaction. Specifically, patients who rated themselves high on the measure of American Indian ethnic identity reported reduced scores on satisfaction with health care providers' social skill and attentiveness, as compared to those who rated themselves lower. Significant associations remained after controlling for patients' sex, age, education, marital status, self-reported health, wait time, and number of previous visits. There were no significant associations between patients' American Indian ethnic identity and satisfaction with provider's technical skill and shared decision-making. Likewise, there were no significant associations between satisfaction and a separate measure of White American ethnic identity, although a suggestive trend was observed for satisfaction with provider's social skill. Our findings demonstrate the importance of including measures of ethnic identity in studies of medical satisfaction in racial minority populations. They support the importance of adapting care to patient's cultural needs, and they highlight the particular significance of interpersonal

  12. Customer satisfaction and internationalization through e-marketing : Case: Cybershop web shop

    OpenAIRE

    Haapanen, Meri-Sisko

    2011-01-01

    The purpose of this thesis is to measure the level of satisfaction of the Cyber-shop’s web shop’s customers with the help of an online questionnaire. The satisfaction with the service, products and the web pages was measured to gain comprehensive outcomes. The theoretical part of the thesis includes topics; customer satisfaction, international marketing and internationalization through e-marketing. To gain knowledge of internationalization through e-marketing, in addition to literature, q...

  13. The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization

    OpenAIRE

    Hess, JR

    1999-01-01

    This dissertation investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is delivered), quality of past core service performance (basic benefits of service), and existence of past peripheral service failures impact the extent to which customers' satisfaction with an employee t...

  14. COMPARISON OF CUSTOMER SATISFACTION WITH QUALITY OF SERVICE MEN AND WOMEN; PRIVATE GYM CLUBS CITY SHAHROOD

    OpenAIRE

    Somaye Abbasi; Farzad Ghafouri; Mojtaba Rajabi

    2011-01-01

    This study; comparing the quality of customer service satisfaction clubs city Shahrood had aprivate gym. Expanding sports and fitness centers in many countries over the past decade;service providers increasingly Sport on quality service and efficient operation; in order toemphasize profitability drawn.Organizations also improved greatly on activities that increasecustomer satisfaction is; they invest. So measuring service quality and customer satisfaction hasbecome important in bodybuilding a...

  15. Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview

    OpenAIRE

    Narzia Florin

    2014-01-01

    Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining the relationships with them. This article examines the effectiveness of call centre management by considering customers’ and employees’ satisfaction. This paper explores how call center department is op...

  16. Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance.

    Science.gov (United States)

    Mkpojiogu, Emmanuel O C; Hashim, Nor Laily

    2016-01-01

    Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model's customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model's customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The

  17. Contribution of job satisfaction to happiness of Asian Americans.

    Science.gov (United States)

    Weaver, C N

    2001-08-01

    Many demographic and labor force characteristics, such as family income, educational attainment, and occupation, correlated with job satisfaction. Since Asian Americans are more like Euro-Americans than African Americans in most of these characteristics, it seems reasonable to predict that their job satisfaction would be high as for Euro-Americans rather than low as for African Americans. Yet research of Weaver and Hinson showed that the opposite is true. One explanation for this unexpected result is that Asians do not think of jobs as a source of happiness but simply as a means of earning money to underwrite other aspects of their lives, such as the well-being of their families, which are the main sources of their happiness. The hypothesis was tested that job satisfaction does not contribute to the happiness of Asian Americans in comparison to satisfaction from other domains of their lives. Analysis was conducted of the attitudes of Asian-American (n = 160), African-American (n = 602), and Euro-American (n = 6,477) workers who responded to 22 surveys drawn from 1972 to 1998, each of which was representative of the labor force of the USA. The hypothesis was supported by the finding that the partial correlation of job satisfaction and global happiness with satisfaction in seven other domains of life (marriage, financial condition, community, nonwork activities, family, health and physical condition, and friendships) held constant was significant for Euro-American women and men but not for Asian Americans or African Americans of either sex. And, the same result occurred when global happiness was regressed on job satisfaction net the effects of satisfaction in other seven domains. PMID:11729542

  18. The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables

    Directory of Open Access Journals (Sweden)

    Jeanne Ellyawati

    2012-12-01

    Full Text Available This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers.

  19. CSI Index Of Customer's Satisfaction Applied In The Area Of Public Transport

    Science.gov (United States)

    Poliaková, Adela

    2015-06-01

    In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

  20. Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan

    OpenAIRE

    Zafar, Mohsin; Zafar, Sana; Asif, Aasia; Hunjra, Ahmed Imran; Ahmad, H. Mushtaq

    2011-01-01

    The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link...

  1. Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality

    OpenAIRE

    Jha Subhash; Balaji M.S.

    2015-01-01

    Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and interactional justice, the present study considers an important contextual factor - customer-perceived quality of the service provider in the evaluation of justice dimensions and satisfaction. To test the hypotheses proposed, a survey was carried out in...

  2. Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

    OpenAIRE

    Andrzej Kobylanski

    2012-01-01

    The term “customer satisfaction” still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers’ awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (“quality of the offer,” “safety,” “convenience” and “comparison of the delivered servi...

  3. Customer satisfaction evaluation and recommendations for a marketing communication. Case: Business-Hotel “Karelia”

    OpenAIRE

    Guterman, Yana

    2015-01-01

    The economic which crisis started at the end of 2014 in Russia affected the hospitality industry significantly, the amount of tourists decreased, and issues of customer satisfaction and new cus-tomers’ attraction have become very important for hotel businesses. The main objectives of this thesis were to evaluate the current level of customer satisfaction and suggest some new ways of communication with the potential customers for the Business-Hotel “Karelia”. This hotel, located in Saint-P...

  4. Customer Satisfaction of S-card members in Sokos Hotel Ilves

    OpenAIRE

    Thande, Eric

    2012-01-01

    Companies try to find point of uniqueness to differentiate themselves from their competitors. In order for the companies to differentiate themselves from competitors, they must measure their customer satisfaction level. This way they can take corrective action to strengthen their relationship with the customers. The main aim of this thesis is to measure the customer satisfaction of level of S-card members. The research is carried out in Sokos hotel Ilves located in Tampere Finland. The author...

  5. Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults

    OpenAIRE

    Izyan Hizza Bt. HILA LUDIN; Boon Liat CHENG

    2014-01-01

    According to Internet World Stats (2012) about 60.7% of the total population in Malaysia uses the Internet and about more than 11 million people out of that number are young adults. From business and marketing perspectives, according to Nelson (2012), satisfied customers tend to share their experiences about a company or business to other people. Thus, this study aims to examine the factors influencing customer satisfaction, and how customer satisfaction subsequently affects e-loyalty towards...

  6. Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

    OpenAIRE

    Delcourt, C.C.; Gremler, D.D.; Riel, A.C.R. van; Birgelen, M.J.H.

    2013-01-01

    Purpose – During service encounters, emotionally competent employees are likely to succeed in building rapport with their customers, which in turn leads to customer satisfaction and loyalty. However, the relationship between emotional competence and rapport has not been empirically examined. In the present study, we investigate effects of customer perceived employee emotional competence (EEC) on satisfaction and loyalty. We also examine how and to what extent rapport mediates these effects. ...

  7. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth

    OpenAIRE

    Sri Rahayu

    2011-01-01

    This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer sat...

  8. Chinese customer satisfaction survey- a quantitative research based on Chinese customers’ perspectives

    OpenAIRE

    Nguyen, Tung

    2015-01-01

    Nowadays, the competition of every business is very intense and all the company realizes that they not only have to develop their products or services but also understand their customers. The purpose of this thesis is measure the current level of customer’s satisfaction of case company in China to better understand customers as well as define and analyze the factors that might change the customer’s satisfaction. This theoretical section of thesis concentrates on services and customer sati...

  9. The Impact of Intercultural Communication Competence on Service Quality and Customer Satisfaction

    OpenAIRE

    GÜNEŞ, Araş. Gör. İsmet; Sh. AHMAD, Assoc. Prof. Dr. Fauziah

    2015-01-01

    The article aims to better understand the impact of intercultural communication competence on personal interaction and customer satisfaction in grocery retail industry. The study explored three major constructs namely intercultural communication competence, personal interaction which is one of the important variables for service quality and customer satisfaction of major grocery retail outlets (e.g. supermarkets and hypermarkets) in Klang Valley area, Malaysia. The customer based approach met...

  10. Customer Value, Satisfaction and Behavioral Intentions: the Effects of Consumer Search Behavior

    OpenAIRE

    Wahyuningsih

    2011-01-01

    This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (passive, rational-active, relational-dependent), performs differently on the relationships among customer value, satisfaction, and behavioral intent...

  11. Analysis of customer satisfaction in the hotel of Sheraton Prague Charles Square Hotel

    OpenAIRE

    Szabó, Tomáš

    2010-01-01

    This bachelor thesis deals with the issues of customer satisfaction in the particular Prague hotel. It attempts to describe the overall customer satisfaction and its development throughout the existence of the hotel. In addition, it analyses its impact on loyalty to the brand of the hotel brand and the willingness of customers to recommend the hotel to their friends. It stresses the impact of the benefit of hotel loyalty program to brand loyalty of the hotel. This thesis seeks to answer the p...

  12. E-Banking Service Quality and Customer Satisfaction of a State Owned Schedule Bank of Bangladesh

    OpenAIRE

    Munir MMM

    2016-01-01

    The aim of this research is to find out the relationship between e-banking service quality (i.e. service quality, information quality and system quality) and Customer satisfaction among customers of a state owned schedule Bank in Dhaka, Bangladesh. A judgmental sampling technique was employed for this research. This study was quantitative in nature. It will see the relationship of these variables i.e., service quality, information quality and system quality and customer satisfaction of the cu...

  13. Customer Satisfaction Index – as a Base for Strategic Marketing Management

    OpenAIRE

    Karolina Ilieska

    2013-01-01

    Customer satisfaction index -CSI results provide: an economic indicator of the quality of economic output; calculation of the net present value of their company’s customer base as an asset over time; information for strategic business applications; a predictor of consumer spending & corporate earnings. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. For this purpose I have carried out a survey on representative samples of Ma...

  14. Customer satisfaction on facility services in terminal 2 of Tampere Airport

    OpenAIRE

    Chumakova, Anastasia

    2014-01-01

    The main goal of this thesis was to find appropriate solutions to problems which are related to facility services in terminal 2 of Tampere Airport. Customer satisfaction survey is an effective tool to inquire what customer really needs and expects. Therefore measuring the level of customer satisfaction on terminal facilities was an objective for this research. Suggestions for improvements was proposed based on the results of survey and used theories. Researchers use various methods to ev...

  15. AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES IN PAKISTANI BANKING SECTOR

    OpenAIRE

    Muhammad Ishtiaq ISHAQ

    2011-01-01

    Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developi...

  16. Gender effects on customer satisfaction in banking industry a case of commercial banks in Bindura, Zimbabwe.

    OpenAIRE

    Musekiwa Albert; Kosmas Njanike; Paul Mukucha

    2011-01-01

    The establishment of excellent customer satisfaction is paramount to the success of any business in today’s global village. This study aimed to establish gender effects on customer service expectations in commercial banks customers in Bindura. A sample size of 200 commercial banks customers was used. Results showed that female customers gave higher rating on staff and organization that was courteous gave personal attention, accurate information, helpful and had clean facilities while male cus...

  17. The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå

    OpenAIRE

    Agbor, Jenet Manyi

    2011-01-01

    It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others use...

  18. THE EFFECTS OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY: A CASE OF THAI MOBILE NETWORK INDUSTRY

    OpenAIRE

    Ajdanai Yuktanandana; Dissatat Prasertsakul

    2015-01-01

    This research proposes a conceptual framework to examine the effects of service quality and customer satisfaction on customer loyalty. In order to test and prove the conceptual framework, fi eld research was conducted. Th e questionnaire was designed based on existing constructs in relevant literature. The research target sample consisted of 401 Bangkok-based customers of Th ai major mobile service providers, AIS, DTAC, and Truemove. Reliability tests and statistical analyses were performed t...

  19. Studying Effect of Customer Relationship Management on Customer Satisfaction Case Study: Moallem Insurance Company in Isfahan Province

    OpenAIRE

    Nadereh Sadat Rastghalam; Sajad Khalouzadeh Mobarakeh

    2014-01-01

    The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all of the customers of moallem insurance company in Isfahan province in which cluster random sampling method was used. The sample volume was estimated equal to 185 persons. Data analysis has been done throug...

  20. Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

    Science.gov (United States)

    Medler-Liraz, Hana; Yagil, Dana

    2013-01-01

    Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty. PMID:23724700

  1. Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

    Science.gov (United States)

    Wright, Robert E.

    2008-01-01

    Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

  2. Financial health and customer satisfaction in private health care providers in Brazil.

    Science.gov (United States)

    Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

    2011-11-01

    This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction. PMID:22124495

  3. Identifying service quality dimensions as antecedents to customer satisfaction in retail banking

    Directory of Open Access Journals (Sweden)

    Iča Rojšek

    2010-06-01

    Full Text Available This paper explores service quality in a retail bank setting in Slovenia and its influence on customer satisfaction. In previous studies both SERVQUAL and SERVPERF scales have been used for measuring service quality. Based on SERVPERF a 28-item scale has been developed for this study. Through factor analysis four dimensions of service quality have been obtained. The results from regression analysis suggest that all four dimensions of service quality as well as service range influence customer satisfaction. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.

  4. Determinants of Customer Satisfaction and Service Quality-The Case of Romanian Public Services-

    Directory of Open Access Journals (Sweden)

    Horia Mihai RABOCA

    2006-02-01

    Full Text Available The present study portrays customer satisfaction and service quality as a multidimensional construct and investigates the link between customer satisfaction determinants and service quality determinants. Based on arguments that customer satisfaction should be operationalized along the same determinants/factors and dimensions (and the corresponding items on which service quality is operationalized, the results of study indicate that the two constructs are indeed independent but closely related, implying that an increase in one is likely to lead to an increase in another.

  5. Analyzing the Influence of Ethical Sales Behavior on Customers Loyalty through Customer Satisfaction and Trust in Insurance Company

    Directory of Open Access Journals (Sweden)

    Razieh Pezhman

    2013-09-01

    Full Text Available The purpose of this study is to analysis of a model for investigation the influences of ethical sales behavior on customer loyalty in insurance industry with a case study in Parsian Insurance Company in Iran. The theoretical topics collected by means of library and Internet and the data was obtained from questionnaire. To analyze the data, the structural equation modeling embedded in the AMOS software was applied. The results of analyzing data reveal that the presented model is an appropriate model for investigation the influence of ethical sales behavior on customer loyalty in insurance company. Results also show that the salesperson’s ethical behavior has an important influence on customer satisfaction from salesperson and their trust to the seller. Ethical behavior also has great impact on customer loyalty to the insurance; however this influence is not proven directly, it is mediated by customer satisfaction and trust to the salesperson.

  6. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Kartika Puspitasari Adiningsih

    2015-01-01

    Full Text Available 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 perceived value had significantly contributed to influencing customer satisfaction. From the estimates of SEM output, the results of CSI for this study were 67.78% and CLI is 58. 11%. The results of the study suggested for managerial implications to increase the level of customer satisfaction and loyalty.Keywords: customer satisfaction, customer loyalty, SEM, CSI, CLIABSTRAKTujuan dari penelitian ini adalah: 1 mengidentifikasi karakteristik dan perilaku konsumen restoran Nasi Bebek Ginyo, 2 menganalisis faktor-faktor yang mempengaruhi kepuasan dan loyalitas konsumen, dan 3 menganalisis tingkat kepuasan dan loyalitas konsumen.Analisis yang digunakan untuk mengolah data pada penelitian ini, yaitu:analisis deskriptif, Structural Equation Modelling (SEM, Customer Satisfaction Index (CSI dan Customer Loyalty Index (CLI. Hasil penelitian menunjukkan bahwav ariabel laten eksogen tangible, reliability, food quality dan perceived value memiliki hubungan yang signifikan dalam membentuk variabel kepuasan.Dari hasil analisis SEM, didapat nilai perhitungan CSI untuk konsumen restoran Nasi Bebek Ginyo yaitu sebesar 67,78% dan nilai CLI dari penelitian ini yaitu sebesar 58,11%. Implikasi manajerial yang disarankan untuk manajemen restoran Nasi Bebek Ginyo guna memperbaiki kinerja perusahaan, yang akan berdampak pada peningkatan kepuasan dan loyalitas konsumen.Kata kunci: kepuasan konsumen, loyalitas konsumen, SEM, CSI, CLI

  7. A Comparison of Customers` Satisfaction with Aerobics and Bodybuilding in Public and Private Gyms

    Directory of Open Access Journals (Sweden)

    Seyed Abbas Afsanepurak

    2012-01-01

    Full Text Available The purpose of the present study is to compare the customers` satisfaction with aerobics and bodybuilding in public and private gyms in Kermanshah-Iran. It was descriptive-survey research. The statistical population were all female private and public customers in aerobics and bodybuilding gyms in Kermanshah. The study sample was 250 female athletes. In order to gather data, a researcher- made questionnaire with the reliability (α = 0.81 was administered.In order to analyze the data, we applied descriptive statistics and inferential statistics including Kolmogrov - Smirnov, t-independent and Friedman rank tests. Data analysis showed that customer satisfaction results between private and public aerobics and bodybuilding gyms for women were significantly different (p0.05. Private gyms and public priorities in terms of customer satisfaction were satisfaction with trainers and gym personnel, satisfaction with the equipment andphysical environment of the gyms, social satisfaction, and satisfaction with services and cultural facilities in the gym. Overall customer satisfaction in the private gyms was higher than public gyms.

  8. E-Banking Service Quality and Customer Satisfaction of a State Owned Schedule Bank of Bangladesh

    Directory of Open Access Journals (Sweden)

    Munir MMM

    2016-01-01

    Full Text Available The aim of this research is to find out the relationship between e-banking service quality (i.e. service quality, information quality and system quality and Customer satisfaction among customers of a state owned schedule Bank in Dhaka, Bangladesh. A judgmental sampling technique was employed for this research. This study was quantitative in nature. It will see the relationship of these variables i.e., service quality, information quality and system quality and customer satisfaction of the customer of state owned schedule Bank. 200 questionnaires were sent to different customer of that Bank within Dhaka city and the study will be analyzed by applying multiple regression analysis using SPSS software version 22, because there are 3 independent variables and their affects have to be seen on the customer satisfaction which is the sole dependent variable.

  9. The effect of service contact personnel attributes on customer satisfaction and purchase intention

    Directory of Open Access Journals (Sweden)

    S.Gh. Bashi

    2016-06-01

    Full Text Available The aim of the article. The aim of this study is to examine the main and interactive effects of four service contact personnel attributes (physical attractiveness, displayed emotion, helpfulness or appropriateness of dress of service contact personnel. In this research, we conduct to test the effects of service contact personnel attributes on customer satisfaction and purchase intention in sport store services. The results of the analysis. In this research we used two methods for examination of effect of service contact personnel attributes on customer satisfaction and purchase intention. In study 1, using experimental method the data of 960 students in Tehran universities, Iran was collected by scenario-based questionnaire. The result shows the service contact personnel physical attractiveness, displayed positive emotion, and helpfulness all positively influenced customer satisfaction and purchase intention. But appropriateness of dress did not positively influence on customer satisfaction. In study 2, using the survey method the data of 264 customer of sport store in Tehran, Iran was collected by questionnaire. The results show service contact personnel displayed positive emotion, appropriateness of dress and helpfulness all positively influenced customer satisfaction. But physical attractiveness did not positively influence on customer satisfaction. Displayed positive emotion, appropriateness of dress and helpfulness all positively influenced on purchase intention except Service contact personnel physical attractiveness. The results show interactions among the four service contact personnel attributes. The displayed positive emotion is important than appropriate of dress and helpfulness is the most important of attributes of service contact personnel. Conclusions and directions of further researches. The novelty point of this study is to illuminate the impact and interaction of Service contact personnel Attributes on Customer Satisfaction and

  10. Financial consumer protection and customer satisfaction. A relationship study by using factor analysis and discriminant analysis

    Directory of Open Access Journals (Sweden)

    Marimuthu SELVAKUMAR

    2015-11-01

    Full Text Available This paper tries to make an attempt to study the relationship between the financial consumer protection and customer satisfaction by using factor analysis and discriminant analysis. The main objectives of the study are to analyze the financial consumer protection in commercial banks, to examine the customer satisfaction of commercial banks and to identify the factors of financial consumer protection lead customer satisfaction. There are many research work carried out on financial consumer protection in financial literacy, but the identification of factors which lead the financial consumer protection and the relationship between financial consumer protection and the customer satisfaction is very important, Particularly for banks to improve its quality and increase the customer satisfaction. Therefore this study is carried out with the aim of identifying the factors of financial consumer protection and its influence on customer satisfaction. This study is both descriptive and analytical in nature. It covers both primary and secondary data. The primary data has been collected from the customers of commercial banks using pre-tested interview schedule and the secondary data has been collected from standard books, journals, magazines, websites and so on.

  11. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    Directory of Open Access Journals (Sweden)

    Wahyuningsih

    2007-04-01

    Full Text Available The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent perceive different levels of satisfaction and performs differently on satisfaction behavioral intentions linkages. Relational-dependent and rational active consumers are found to perceive higher satisfaction levels, and to express stronger intentions to engage in positive behavioral intentions than passive consumers. The identification of satisfaction and behavioral intentions within each search type allows managers to satisfy their consumers; hence, the company will obtain higher profit.

  12. Impact of Personalization, Trust and Customer Satisfaction in the Banking Industry of Malaysia

    OpenAIRE

    Amirreza Forozia; Masoud Farhoodnea

    2012-01-01

    The aim of this research is to study the impact of some factors on customer loyalty in banking industry. Data was collected through a survey from customers in Cyberjaya of Malaysia. Multiple Regression analysis is applied to understand the correlation of the collected data and test the research hypotheses. The results illustrate that personalization, trust and customer satisfaction are vital factors affecting customer loyalty in banking industry. Therefore, the banking sector should build str...

  13. Chinese customer satisfaction survey of online shopping:a case study of Taobao

    OpenAIRE

    Yue, Liang

    2012-01-01

    The internet has become an increasingly important part of people’s daily life, work, study, entertainment and, in the form of electronic commerce, shopping. Electronic commerce is experiencing rapid growth in China. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in China. As a consequence, competition between vendors is intense and customer satisfaction is a necessary requirement for success. The purpose of this the...

  14. A Comparative Study of Customer Satisfaction between Two Indian Retail Brands

    OpenAIRE

    Rajib Roy; Amit Kumar Bhattacharya; Partha Pratim Sengupta

    2011-01-01

    The present study is an attempt to measure the customer satisfaction of two competitive Indian retail rands and draw a comparison between the two based on customer service quality and value creation. The comparative analysis is drawn using Multiple Regression Model and before that measurement scale has been defined to measure the regressand and the regressors using primary data. The findings include how and to what extent customer service quality and value creation affect customer satisfactio...

  15. Customer Satisfaction in a High-technology Business-to-Business Conext

    OpenAIRE

    2011-01-01

    Customer satisfaction is a subject that has gained much attention. However, the focus has been on business-to-consumer (B2C) industries rather than business-to-business (B2B) industries. The author investigates the concept of customer satisfaction in a high-technology B2B context. A survey was sent out to industrial customers of a manufacturer of high-technology products. 205 responses were gathered from all levels of the customer organizations. The study investigates the effect of the role a...

  16. TWO DETERMINING FACTORS IN INCREASING OF FINANCIAL PERFORMANCE: CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION: A RESEARCH IN SUPERMARKETS OPERATING IN MALATYA

    OpenAIRE

    ULUYOL, Osman; Derin, N.; E. T. Demirel

    2011-01-01

    Taking into consideration the financial criteria such as profitability, growth, sales volume and market share, don’t seem enough in evaluating the financial performance of a business. Because, these criteria are mainly related to the past performance of a business. For an evaluation directed for the future different factors other than the financial ones, which are also effective on financial success must be taken into consideration. The level of customer satisfaction and job satisfaction of ...

  17. EXAMINING FACTORS IN FLUENCING CUSTOMER SATISFACTION AND TRUST TOWARDS VENDORS ON THE MOBILE INTERNET

    Directory of Open Access Journals (Sweden)

    Norazah Mohd Suki

    2012-04-01

    Full Text Available This study aims to examine factors influencing customer satisfaction and trust towards vendors on the mobile Internet. Data were analysed among 200 respondents who completed the questionnaire by employing multiple regression analysis. Results revealed that customer satisfaction towards the vendor was significantly influenced by ease-of-use, responsiveness, and brand image. Meanwhile, customer trust towards the vendor in m-commerce is affected by responsiveness, brand image and satisfaction towards the vendor in m-commerce. The findings imply there is a need for a vendor in m-commerce to put greater focus on the factors that can generate more satisfaction and trust from the customers. The paper rounds off with conclusions and an agenda for future research in this area

  18. Customer satisfaction on e-banking;a study with special reference to mayiladuthurai

    OpenAIRE

    Swaminathan, J; Ananth, A.

    2010-01-01

    Electronic banking or e-banking is automated delivery of new and traditional banking products and services directly to the customer through electronic communication like computer, ATMs, and internet websites. The customer satisfaction level based on the analysis of data relating to 200 respondents indicates that there is significant correlation between age and occupation with other factors. In the analysis it was observed that particular age group have used these services, the satisfaction of...

  19. Analysis of customer satisfaction in services industry: A case study of private universities in Karachi, Pakistan

    OpenAIRE

    Waseem, S. Nazneen; Chhapra, Imran Umer; Bhutto, Shumaila

    2014-01-01

    The purpose of this study is to analyze which factors have influence on the satisfaction of customers in service sector which can ultimately affects organization’s profitability. This study attempts to examine the relationship between students’ satisfaction and others variables such as service quality, empathy and customer relationship management. The investigation is conducted both from a theoretical and empirical point of view after conducting a pilot study, the instrument was administered ...

  20. Alignment of service characteristics with competitive strategy & customer satisfaction : A Comparative study in fast food industry

    OpenAIRE

    Goraya, Muneeb; Zaaroura, Ibrahim

    2016-01-01

    Competitive strategies are an essential tool for sustainable competitive advantage. Particularly in the service industry, strategy has its significance as it plays a vital role in achieving customer satisfaction. This study investigates alignment of four service characteristics i.e. servicescape, service quality, quality and value with the firms’ strategy and how this alignment achieves customer satisfaction. A set of hypotheses were formulated to portray the significance of each of the four ...

  1. A Study of Satisfaction Level of Customers in Government and Private Hospitals

    OpenAIRE

    Dr. Charu Goel

    2014-01-01

    The prime objective of any servicing organisation like hospitals is the creation of felling of satisfaction among its customers. In hospitals patients are enumerated as the customers. The concept of patients’ satisfaction is converted into patients’delight in the present healthcare industry which means patient should not only be cured during his stay in hospital but also should be delighted with the quality of services provided to him by the hospital and its staff members. It is an old saying...

  2. Restaurant customer satisfaction and return patronage in a Bloemfontein shopping mall

    OpenAIRE

    Hermanus Johannes Moolman

    2011-01-01

    Purpose: Restaurants form one of the core components of a mall's retail offering and its tenant mix. In order to successfully manage the tenant mix, research suggests that mall management continuously monitor their tenants' performance through customer satisfaction and return patronage surveys. The purpose of the study on which this article is based, was to gain insight into restaurant customers' satisfaction and return patronage in a shopping mall context. Research questions: The rese...

  3. The Effect of Perceived Price Fairness on Customer Satisfaction and Loyalty

    OpenAIRE

    Bassey, Frederick Offiong

    2014-01-01

    ABSTRACT: The purpose of this thesis is to develop a conceptual model that examines the relationship between customers perceived price fairness, satisfaction and loyalty, incorporating two outcomes of loyalty, affective loyalty and behavioral loyalty. Perceived price fairness is the customer’s perception of a sales transaction and outcome being just, acceptable and reasonable. It is believed that the perception of customers influences their judgment thereby increasing satisfaction and loyalty...

  4. Classification of Customer Satisfaction Attributes: An Application of Online Hotel Review Analysis

    OpenAIRE

    Dong, Jian; Li, Hongxiu; Zhang, Xianfeng

    2014-01-01

    Part 3: Digital Business International audience With the wide penetration of Internet, online hotel reviews have become popular among travellers. Online hotel reviews also reflect customer satisfaction with hotel services. In this study we use online hotel reviews to classify the attributes of customer satisfaction with hotel services. The empirical data was collected via Daodao.com, the Chinese affiliated brand of online travel opinion website tripadvisor.com. Based on text mining and ...

  5. The Influence of Human Resource Practices on Internal Customer Satisfaction and Organizational Effectiveness

    OpenAIRE

    IRFAN ULLAH; ROBINA YASMIN

    2013-01-01

    It is generally believed that the impact of Human Resource Practices on internal customer satisfaction can create comparative advantage for the organizational performance. The main objective of this study was to find out the impact of Human Resource Practices on internal customer satisfaction and organizational effectiveness. The impact of human resource practices on the overall performance of organizations has been a leading subject of research and the results have been encouraging, indicati...

  6. Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

    OpenAIRE

    Wang XiaoRan; Rozeyta Omar

    2014-01-01

    Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries, and very few have examined how Asian consumers react to service recovery efforts, especial in China. It implicates that the impact of a hotel’s service recovery strategies is derived from three ju...

  7. Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry

    OpenAIRE

    Po-Hsuan Wu; Jui-Fan Liao

    2016-01-01

    This study aims to identify the factors that contribute to service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction in hospitality industry. The author proposes a model to examine the relationships among service-oriented organizational citizenship behavior, perceived service quality and customer satisfaction. From the results, the major findings of this study are as the following; Firstly, service-oriented organizational citizenship behavior an...

  8. Satisfaction and Loyalty of Customers towards the Retail Store Formats- Evidence from India

    OpenAIRE

    Sreekanth, Prathyusha

    2015-01-01

    This study aims to identify attributes that contributes to customer satisfaction and loyalty in Indian retail market. Past studies led to the understanding that store attributes, product attributes and service attributes primarily affected the store satisfaction and loyalty of Indian consumers. The findings of this study revealed that only store attributes and product attributes had a profound impact on customers’ loyalty and satisfaction while service attributes did not have any impact. Thes...

  9. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    OpenAIRE

    Wahyuningsih

    2007-01-01

    The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent) perceive different levels of satisfaction and performs differently on satisfaction behavioral intentions linkages. Relational-dependent and rational active consumers are found to perceive higher satisfac...

  10. An analysis of the new norwegian customer satisfaction barometer (new NCSB) in a brazilian supermarket context.

    OpenAIRE

    Valter Afonso Vieira; Luiz Antonio Slongo

    2007-01-01

    A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the validity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to...

  11. Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing

    OpenAIRE

    Simona VINEREAN; Alin OPREANA

    2014-01-01

    This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for...

  12. Applying Customer Satisfaction Theory to Community College Planning of Counseling Services.

    Science.gov (United States)

    Hom, Willard C.

    2002-01-01

    This article discusses a framework in which a researcher may apply a customer satisfaction model to the planning of counseling services at the community college level. It also reviews some historical work on satisfaction research with the unique environment of student services in two-year colleges. The article suggests that readers could benefit…

  13. The Link between Organizational Learning Culture and Customer Satisfaction: Confirming Relationship and Exploring Moderating Effect

    Science.gov (United States)

    Pantouvakis, Angelos; Bouranta, Nancy

    2013-01-01

    Purpose: The aim of this paper is to develop a theoretical framework and conduct an empirical study across different service sectors to investigate the inter-relationships between organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also aims to examine an individual-level variable (educational…

  14. Customer satisfaction Case: National Life Insurance Company Limited, Khulna Branch

    OpenAIRE

    Shamsuzzaman, Md.

    2014-01-01

    Customers have particular opinions on their purchase or consumption experience from a product or service. Nowadays, firms are realizing that time has been passed to keep the customers only on price, but need to fulfill the customer's desires, expectations and needs in relation to the service. Competition among the firms, increased drastically due to the globalization, is leading them to keep focus on esteemed customers to make satisfied. Though customers are the main concern and precious ass...

  15. Exploring the relationships among service quality features, perceived value and customer satisfaction

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2009-07-01

    Full Text Available The purpose of this paper is to explore the relationships among service quality features (responsiveness, assurance, and empathy, perceived value and customer satisfaction in the context of Malaysia. The empirical data are drawn from 102 members of an academic staff of a Malaysian public institution of higher learning using a survey questionnaire. The results indicate three important findings: firstly, the interaction between perceived value and responsiveness was not significantly correlated with customer satisfaction. Secondly, the interaction between perceived value and assurance also did not correlate significantly with customer satisfaction. Thirdly, the interaction between perceived value and empathy correlated significantly with customer satisfaction. Thus the results demonstrate that perceived value had increased the effect of empathy on customer satisfaction, but it had not increased the effect of responsiveness and assurance on customer satisfaction. In sum, this study confirms that perceived value act as a partial moderating variable in the service quality models of the organizational sample. In addition, implications and limitations of this study, as well as directions for future research are discussed.

  16. Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

    Directory of Open Access Journals (Sweden)

    Wang XiaoRan

    2014-08-01

    Full Text Available Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries, and very few have examined how Asian consumers react to service recovery efforts, especial in China. It implicates that the impact of a hotel’s service recovery strategies is derived from three justice dimensions. Customer perception of overall distributive justice is influenced by apology, while providing cognitive control (i.e., keeping customers informed affects procedural justice. Finally, the manner in which service personnel treat a customer (politeness, respect, and courtesy during the recovery process affects perceptions of interactional justice. Finally, all three forms of justice (distributive, procedural, and interactional positively impact overall service recovery satisfaction.

  17. A research model of health-care competition and customer satisfaction.

    Science.gov (United States)

    Asoh, Derek A; Rivers, Patrick A

    2007-11-01

    In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customer satisfaction in health care are examined. A model of the relationship among these variables is developed. The model depicts customer satisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research. PMID:17958970

  18. Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

    Directory of Open Access Journals (Sweden)

    Andrzej Kobylanski

    2012-03-01

    Full Text Available The term “customer satisfaction” still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers’ awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (“quality of the offer,” “safety,” “convenience” and “comparison of the delivered service with the advertising message”. Furthermore, this paper demonstrates that a high level of customer satisfaction in travel agencies creates certain effects like positive word-of-mouth and customer loyalty, which impacts long-term business performance.

  19. The impact of e-ticketing technique on customer satisfaction: an empirical analysis

    Directory of Open Access Journals (Sweden)

    Mazen Kamal Qteishat

    2015-09-01

    Full Text Available Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian airline passengers that had booked flights in the last 12 months through companies offering e-ticketing services was acquired. The findings indicate that customer satisfaction with e-ticketing services was influenced by all of the independent variables measured (Data security, Customer and Technical Support, and User-Friendliness were noted to have significant impact on customer satisfaction with e-ticketing services.

  20. KNOWLEDGE MANAGEMENT DRIVEN BUSINESS PROCESS AND WORKFLOW MODELING WITHIN AN ORGANIZATION FOR CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Atsa Etoundi roger,

    2010-12-01

    Full Text Available Enterprises to deal with the competitive pressure of the network economy have to design their business processes and workflow systems based on the satisfaction of customers. Therefore, mass product productions have to be abandoned for individual and customized products. Enterprises that fail to meet this challenge will beobliged to step down. Those which tackle this problem need to manage the knowledge of various customers in order to come out with a set of criteria for the delivery of services or production of products. These criteria should then be use to reengineer the business processes and workflows accordingly for the satisfaction of eachof the customers. In this paper, based on the knowledge management approach, we define an enterprise business process and workflow model for the delivery of services and production of goods based on the satisfaction of customers.

  1. Understanding the relationship between Kano model’s customer satisfaction scores and self-stated requirements importance

    OpenAIRE

    Mkpojiogu, Emmanuel O. C.; Hashim, Nor Laily

    2016-01-01

    Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering....

  2. The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction

    OpenAIRE

    Severt, Denver Eugene

    2002-01-01

    The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on...

  3. To identify how service quality and brand image impact on customer satisfaction and customer loyalty in China's mobile phone markets on youth consumers.

    OpenAIRE

    Wang, Yuyao

    2007-01-01

    The relationship between service quality and customer satisfaction Many theorists have suggested that high customer expectations of service quality can lead to better service performance which, in turn, positively influences customer satisfaction with service. This can then perpetuate a cycle of positive reinforcing behavior. Cronin and Taylor (1992) mentioned that there is a preponderance of evidence that service quality is an antecedent to service satisfaction. Rust and Oliver (1994) de...

  4. The Impact of CRM on the Customer Satisfaction in Agricultural Bank

    Directory of Open Access Journals (Sweden)

    Mohammad A. Sarlak

    2009-01-01

    Full Text Available Problem statement: There is much research on this subject, but none of them is about the use of customer relationship management for boosting the bank customer satisfaction. While we have not any study about customer satisfaction in Agricultural Bank especially in Qom providence. Approach: The research method was applied one and from viewpoint of the process, was considered to be descriptive-survey. This research in which statistical analysis methods, such as Friedman's variance analysis, binomial test as well as single-sample Student's t test, were used. Since there were numerous samples in the research population (which includes the customers of Agricultural Bank, it was supposed to be infinite. Simple random sampling method had been used to determine the number of the customers of Qom province’s Agricultural Bank among which 384 the sample size for this statistical research. At the present research, customer relationship management was considered to be an independent variable: its variables included services quality, access to services and their properties. Office of customer complaints was considered as an independent variable, while the customer satisfaction is a dependent variable. Results: Considering the table results, highest rank was related to services access with a mean rank of 2.96 while lowest rank with the mean value of 2.18, is for the office of customer complaints. Considering the results of the table above it can be found that for the bank referrers, “to behave respectfully” and “not be tiresome the queue” were considered as the most and the least important indexes, respectively, finally let to confirm all hypotheses. Conclusion: As per research result, there was positive relationship between customer relationship management and customer satisfaction in Agricultural Bank, Qom providence. Since the suggestions will be proposed based on the results obtained from hypothesis testing, recommendation had been mentioned for

  5. Impact of ATM Service on Customer Perception and Satisfaction of Indian Banks

    Directory of Open Access Journals (Sweden)

    Garima Malik

    2016-01-01

    Full Text Available Abstract. Indian banking sector has completely changed. It has undergone much technological advancement that makes banking easy. Technological advancements are important but at the end what build customer satisfaction is proper management, employee behavior and customer relationship handling. Customer satisfaction is a sum of many variables that is many factors together leads to customer satisfaction. This modern electronic banking has completely changed the concept and functioning of banking system in India. Indian banking has moved from cash economy to cheque to and finally to the use of plastic cards. The customer satisfaction is dependent on customer awareness to a lot of extent. An unaware customer has less knowledge and therefore they cannot use the facilities completely even if they have it at their disposal. Customers prefer public sector banks when they are looking for trust and security and reliability. When it comes to speed, advancements and up gradation people shits from public sector banks to private sector banks. Customer gets satisfied only when they get quality service from the brand they are dealing with. This is very important for the marketers or the service providers as this leads to consumer satisfaction which benefits them and this brings loyalty to the brand enhancing the brand positioning. This research is important because new modern era has made people technology savvy they start their day with technology and end with technology therefore it is important to see the perception of users towards various factors of ATM. This research is conducted to see the highlighting factors that have direct impact on ATM services. Keywords: ATM, Customer satisfaction, Service quality, Private Banks, Public banks

  6. Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing

    Directory of Open Access Journals (Sweden)

    Simona VINEREAN

    2014-03-01

    Full Text Available This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.

  7. Quality management of airport services – An analysis of the multifactor structure of customer satisfaction

    Directory of Open Access Journals (Sweden)

    Josip Mikulić

    2007-07-01

    Full Text Available The purpose of this paper is to get an insight into the multifactor structure of satisfaction of the customers of a Croatian airport. Based on data from the primary research (n=1053, an importance-performance analysis was conducted that resulted in the categorization of airport services into the satisfaction factors according to Kano’s model of quality. Basic factors, performance factors and excitement factors were identified. The results of this analysis enrich the standard information basis which is obtained through customer satisfaction surveys. Furthermore, they represent a valuable resource for decision-making within the domain of service quality management.

  8. 78 FR 66750 - Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys

    Science.gov (United States)

    2013-11-06

    ... HUMAN SERVICES National Institutes of Health Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys Summary: In compliance with the requirement of Section 3506(c)(2)(A... this publication. Proposed Collection: Title: Generic Clearance for Surveys of Customers and...

  9. Application of Gray Relational Analysis Method in Comprehensive Evaluation on the Customer Satisfaction of Automobile 4S Enterprises

    Science.gov (United States)

    Cenglin, Yao

    The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.

  10. TWO DETERMINING FACTORS IN INCREASING OF FINANCIAL PERFORMANCE: CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION: A RESEARCH IN SUPERMARKETS OPERATING IN MALATYA

    Directory of Open Access Journals (Sweden)

    Osman ULUYOL

    2011-06-01

    Full Text Available Taking into consideration the financial criteria such as profitability, growth, sales volume and market share, don’t seem enough in evaluating the financial performance of a business. Because, these criteria are mainly related to the past performance of a business. For an evaluation directed for the future different factors other than the financial ones, which are also effective on financial success must be taken into consideration. The level of customer satisfaction and job satisfaction of the employees, which are effective in the financial performance of a firm in the future, is effective on the financial performance of a firm directly or indirectly in different levels. The aim of this study is testing the relation between “employee satisfaction and customer satisfaction” and to research the effect of both on the financial success of supermarkets, which are mainly service businesses. The research findings show that “the mediating effect of customer satisfaction between employee satisfaction and financial performance is strong”.

  11. INFLUENCE OF CUSTOMER SATISFACTION ON LOYALTY: A STUDY ON MOBILE TELECOMMUNICATION INDUSTRY

    Directory of Open Access Journals (Sweden)

    Md. Motaher Hossain

    2013-01-01

    Full Text Available The mobile telecommunication companies uphold their service quality and change their marketing core strategies to retain their existing customers by enhancing and optimizing the customer loyalty. Therefore, it becomes significant for telecom companies to identify factors of services that influence customer loyalty and in turn creates loyal customers by satisfying them. This present study aims to explore the influence of customer satisfaction on customer loyalty in the context of Bangladesh. This study focused on six factors such as communication, price structure, value-added service, convenience, sales-promotions and customer service. Both primary and secondary information were collected to test the pre-set hypotheses. Descriptive statistics and simple linear regression were employed to analyze the data. Result shows that five factors: communication, price structure, value-added services, convenience and customer service/care have positive correlations with customer loyalty.

  12. The Mediating Role of Customer Satisfaction on the Service Quality - Loyalty Relationships

    Directory of Open Access Journals (Sweden)

    Mohd Aliff Abd Rahman

    2012-06-01

    Full Text Available This research was conducted in Malaysia. The purpose of the study was to test the mediating effect of customer satisfaction on the service quality-loyalty relationship in the national railway corporation known as Keretapi Tanah Melayu Berhad (KTMB – Cement Cargo Services. The methodology of this study is using quota sampling, 200 respondents were selected from cement companies, namely Lafarge, YTL, TCB and CIMA, the main users of the service provider. Structured questionnaires were distributed to the selected respondents through a self-administered survey in November 2011. To test the hypotheses, a multiple regression analysis was performed. The results revealed that three dimensions of service quality (tangibles, responsiveness and assurance has significant positive relationship with customer satisfaction. Further, both service quality and satisfaction have been shown to positively affect the customer loyalty. In addition, this study found that satisfaction partially mediates the service quality dimensions-loyalty relationships. However, the findings may not be generalized to the overall cargo services because the sample is small. In the future, researcher should investigate the overall cargo services (conventional and container and their effect on satisfaction and customer loyalty. The managerial implications of this study explained that KTMB should improve the service quality. Thus, to sustain in the long run, excellent service quality will generate greater satisfaction with the delivered service, promote repeat purchase, positive word-of-mouth, brand loyalty and finally a high chance for customer loyalty.

  13. CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

    Directory of Open Access Journals (Sweden)

    Ana Stranjancevic

    2015-12-01

    Full Text Available One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analyzed by statistical method. Factors which affect customer satisfaction are: kind staff, professionalism, speed of service, food quality, ambience and comfort. This implicates a special need for the introduction of strong Human Resource Management, food safety standards (e.g. HACCP and effective space planning. The study implies that the care for quality of products and services is necessary at all levels and that it is impossible to ensure the customer satisfaction or create customer loyalty without strong management system (including space projecting and without controlling it.

  14. CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH

    Directory of Open Access Journals (Sweden)

    Mohammed Belal Uddin

    2012-01-01

    Full Text Available This study seeks to explore customer satisfaction and its influencing factors of the mobile phone operation industry in Bangladesh. Data were collected through a questionnaire survey form a diversified representative sample. An iterated factor analysis with principal component analysis (PCA and structural equation modeling (SEM including measurement model and structural model were applied to analyze data. The empirical results demonstrate that service quality and fair price have indirect influence on customer satisfaction of a mass service industry (i.e., mobile phone operators through perceive value. Perceived value has mediating role between quality, charge fairness and satisfaction. Furthermore, result shows that fair price has positive direct impact on customer satisfaction, whereas, the results did not find any significant direct impact of service quality on customer satisfaction. Mobile phone operators are recommended to formulate operations and marketing strategies that focus on expectations of customers to enhance level of satisfaction. Similar industries may reveal similar relationship features in respect to these relationship constructs, if they are under similar category.

  15. An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports

    Directory of Open Access Journals (Sweden)

    Gi Tae Yeo

    2015-12-01

    Full Text Available Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA. Partial least squares structural equation modeling (PLS-SEM was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers’ satisfaction and justify investments in the quality management of port services.

  16. Impact of Personalization, Trust and Customer Satisfaction in the Banking Industry of Malaysia

    Directory of Open Access Journals (Sweden)

    Amirreza Forozia

    2012-08-01

    Full Text Available The aim of this research is to study the impact of some factors on customer loyalty in banking industry. Data was collected through a survey from customers in Cyberjaya of Malaysia. Multiple Regression analysis is applied to understand the correlation of the collected data and test the research hypotheses. The results illustrate that personalization, trust and customer satisfaction are vital factors affecting customer loyalty in banking industry. Therefore, the banking sector should build strategies to enhance customer loyalty by increasing personalization, trust and customer satisfaction. In addition, it is predicted that this research study will set a foundation for future studies of the feature of business activities in Malaysia and in general, the broader service industry context.

  17. Diagnosing customer orientation of service employees and rapport on customer satisfaction and future behaviour: An empirical study in banks of North Cyprus

    OpenAIRE

    Amirirad, Niousha

    2013-01-01

    ABSTRACT: Despite the significance of customer orientation of a firm, the concept has not received much attention until recent years. Previous studies were mostly focused on customer satisfaction. Hence, one of the objectives of this thesis is to provide an understanding of Customer Orientation of Service Employees and applicability of this concept in order to evaluate customer satisfaction and loyalty within service sector. For this purpose a structural equationing modelling was used to ...

  18. THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

    OpenAIRE

    Sumadi Sumadi; Euis Soliha

    2015-01-01

    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 satisfactio...

  19. Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping

    Directory of Open Access Journals (Sweden)

    Gulden Turhan

    2016-01-01

    Full Text Available The study’s research model suggests that store design and ease of shopping are associated with customer retention through a mediated pathway in which store design and ease of shopping influence perceived store satisfaction, which in turn, influences customer retention. This survey was administered to two separate clothing stores offered to either females or males (in total, 533 participants. Using structural equation modelling methodology, data was analysed to explain the interrelations among the variables in the model. The results of an empirical study of a sample of store shoppers revealed that store design and ease of shopping influence customer retention in an indirect way through customer perception of satisfaction with the store. In building store satisfaction that is centred on customer retention, store design and shopping ease differ in their relative influences. This difference is high for females, but for men as low as to be considered negligible in males. As a result, improving customers’ perceptions of store design and ease of shopping is a way to ensure store satisfaction support customer retention. The results of the study provide a new insight into the relationships by suggesting indirect effects of shopping ease and store design on consumer retention by their impacts on store satisfaction, rather than direct effects.

  20. Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping

    Directory of Open Access Journals (Sweden)

    Gulden Turhan

    2014-01-01

    Full Text Available The study’s research model suggests that store design and ease of shopping are associated with customer retention through a mediated pathway in which store design and ease of shopping influence perceived store satisfaction, which in turn, influences customer retention. This survey was administered to two separate clothing stores offered to either females or males (in total, 533 participants. Using structural equation modelling methodology, data was analysed to explain the interrelations among the variables in the model. The results of an empirical study of a sample of store shoppers revealed that store design and ease of shopping influence customer retention in an indirect way through customer perception of satisfaction with the store. In building store satisfaction that is centred on customer retention, store design and shopping ease differ in their relative influences. This difference is high for females, but for men as low as to be considered negligible in males. As a result, improving customers’ perceptions of store design and ease of shopping is a way to ensure store satisfaction support customer retention. The results of the study provide a new insight into the relationships by suggesting indirect effects of shopping ease and store design on consumer retention by their impacts on store satisfaction, rather than direct effects.

  1. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth

    Directory of Open Access Journals (Sweden)

    Sri Rahayu

    2011-12-01

    Full Text Available This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with trust, which is significantly related to word of mouth. On the other side, communication, productivity and responsiveness are found to be significant in measuring the perceptions of service quality.The results also proved that the perception of service quality is significantly related to trust and word of mouth. This study is expected to contribute measurement tools of internal customer satisfaction in higher education. This research is also expected to enrich discussion on how to measure the internal customer satisfaction and service quality toward trust and word of mouth in higher education. Thus the higher education can continue to strive to provide educational service in accordance with the expectations of the customers.

  2. Analisis Perbandingan Experiential Value antara Hong Tang dan Black Ball serta Hubungannya dengan Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Annetta Gunawan

    2014-11-01

    Full Text Available Black Ball and Hong Tang are two pioneers of Taiwanese dessert sellers in Jakarta. Both of them have product offering characteristics that are alike and have the same target market. From the initial observation, the researcher found that even though Black Ball has more outlets than Hong Tang, but Black Ball seems to be less popular than Hong Tang. The consumers preferences are varied, there are some consumers prefer Hong Tang, but there are also those who choose Black Ball, because of the food quality, the service provided, and also the experiences they get during the consumption process. Therefore, both Black Ball and Hong Tang have to consider about the experiential value to be offered to their customers, in order to increase their customer satisfaction, so that they can sustainably survive in the midst of challenging competition. The objectives of this research are to examine whether there is any difference of experiential value dimensions and customer satisfaction between Hong Tang and Black Ball and to examine the relationship between experiential value dimensions and customer satisfaction of Hong Tang and Black Ball. The result of this research concludes that there is no difference of all experiential value dimensions and customer satisfaction between Hong Tang and Black Ball and there is a strong and significant relationship between all experiential value dimensions and customer satisfaction of Hong Tang and Black Ball

  3. ANALISIS PENGARUH SERVICE QUALITY DAN SISTEM INFORMASI SEKOLAH TERHADAP CUSTOMER SATISFACTION YANG BERDAMPAK PADA CUSTOMER LOYALTY STUDI KASUS SEKOLAH XYZ

    Directory of Open Access Journals (Sweden)

    Roni Kurniawan

    2014-12-01

    Full Text Available Education has a strategic role in preparing qualified future generations. Education has business potential that is reliable and promising, considering the timeless education, as well as the expectations of every parent to their children to have the access to the best education. Evolving world of education today is demonstrated by the high rate of growth of established schools, especially private schools. Parents today are more savvy and critical in determining the best school for their children, taking into account various aspects, ranging from excellent schools, curriculum, learning systems, the facility to activities that make their children good personality and smart. A more selective attitude that makes private education institutions now have to be more innovative in order to compete. This study was conducted to determine how big the Service Quality and Information Systems School, affect Customer Satisfaction, which will have an impact on Customer Loyalty (Case Study at XYZ School. The study was conducted with data collection techniques in the form of questionnaires to a total of 100 respondents, using descriptive statistical calculations, where the data were analyzed by using electronic data processing methods with the support of SPSS 17.0 To measure the influence of independent variables on the dependent variable, then the path analysis (path analysis was used. The results showed that the Service Quality and Information Systems School were contributing together, and significant in Customer Satisfaction. Service Quality, Information Systems and Customer Satisfaction of school together contribute significantly to Customer Loyalty.

  4. Research on Problems in Establishing Chinese Customer Satisfaction Index%建立中国顾客满意指数若干问题的研究

    Institute of Scientific and Technical Information of China (English)

    张新安; 田澎; 张列平

    2002-01-01

    介绍了顾客满意指数(Customer Satisfaction Index, CSI)测评的发展历程,并研究了具有代表性的美国顾客满意指数(American Customer Satisfaction Index, ACSI);然后,对建立中国顾客满意指数(Chinese Customer Satisfaction Index, CCSI)中的若干问题进行了研究;研究指出,CCSI在建立过程中,应该遵循以下4个原则:(1)测评对象具有统一性;(2)测评结果具有可比性;(3)测评结果具有有用性;(4)考虑中国市场中的实际情况.

  5. Service Recovery, Satisfaction and Customers' Post Service Behavior in the Malaysian Banking Sector

    OpenAIRE

    Shaheen MANSORI; Goh Guann TYNG; Zarina Mizam Mohd ISMAIL

    2014-01-01

    Financial services sector has become so competitive after Malaysia government’s liberalization policy. In order to address this intense competition, banks have shifted their strategy from product-centered to a customer-centered strategy. This study is to test a model related to the relationship between the service recovery, customer satisfaction and the after purchase behavior by the customers. To test the proposed model, 370 self-administered questionnaires were distributed. The analyses bas...

  6. Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad

    OpenAIRE

    Ahmed, Khalil

    2011-01-01

    Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak ...

  7. Customer satisfaction in business : A case study of Moon travel ltd

    OpenAIRE

    Wadud, Sharmin

    2013-01-01

    Today, competition among businesses has become increasingly intense and organizations realize that they cannot compete with each other solely on price, but need to focus on their valued customers. The purpose of this thesis was to measure the current level of the customer satisfaction in the case company as well as to better understand customers’ needs from the company’s point of view in order to improve customer service. Another purpose was to analyze the reasons and factors that might obstr...

  8. Impact of Service quality on customer satisfaction: a study of hotel industry of Faisalabad, Pakistan

    OpenAIRE

    Shafiq, Yasir; Shafique, Imran; Din, Muhammad Saadat; Cheema, Khaliq Ur Rehman

    2013-01-01

    The main purpose of this paper is to evaluate the hotels’ service quality through customer satisfaction. Theory tells us that if the customers are satisfied then the hotels are providing higher service quality. And also check that which dimensions of SERVPREF is need to be focused more in Pakistan. For this purpose SERVPERF tool was adopted and administrative to customers who stayed in the hotels of Faisalabad, Pakistan. The results indicates that in Pakistan among the five dimensions of SERF...

  9. Customer satisfaction in business organizations - Case study of Prisma (A subsidiary of KPO)

    OpenAIRE

    Oladejo, Akolade

    2010-01-01

    Customer satisfaction is can be seen as one of the main instruments that ensure the existence and survival of a business organization. It is very important for the business organizations to consider offering what the customers want rather than offering quality goods and services which may not meet up with the customers’ expectation. Therefore, business organizations have to possess a framework in their organizational structure towards satisfying their customers so that they can maintain their...

  10. Analysis of Influence of Price to Customer Satisfaction Based on the Prediction Models

    OpenAIRE

    Kazuhiro Esaki

    2013-01-01

    For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of customers, and it is extremely important to implement a high quality product corresponding to the real need of customers. It may have close relationship between cost and an expense to implement the individual inherent attribute of system product. Also, it may have close relationsh...

  11. An Empirical Study on Customer Satisfaction in Indus Motors Pvt. Limited with Special Reference to Kerala Branch

    OpenAIRE

    Chandramouli, S.; Krishnan, S. Arul

    2013-01-01

    The research aims at exploring the An Empirical Study on Customer Satisfaction In Indus Motors Pvt. Limited With Special Reference To Kerala Branch. A study had been conducted in order to know about the customers satisfaction towards the Indus Motors. In the modern scenario, customers have become incredibly demanding because they have more choices than ever. Therefore, meeting customers expectation depends on by integrating customers wants and needs into the development process. The study had...

  12. An assessment on employees’ business intelligence and CRM on customer satisfaction: A case study of Auto industry

    OpenAIRE

    Somayeh Rezaei; Ali Alikhani

    2014-01-01

    This paper performs an empirical investigation on employees’ business intelligence and customer relationship management and their effects on customer satisfaction. The proposed study has been implemented among 625 people, 240 sales representative and 385 regular customers, who are involved with products of an Iranian automaker named Iran Khodro. The proposed study designs three questionnaires in Likert scale for business intelligence, customer relationship management and customer satisfaction...

  13. The influence of store image on customer satisfaction: a case study of a shoe store

    Directory of Open Access Journals (Sweden)

    Tarsis Souza Silva

    2010-01-01

    Full Text Available Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty.

  14. Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia

    Directory of Open Access Journals (Sweden)

    Amirreza Forozia

    2013-05-01

    Full Text Available Today, Malaysia is the destination of millions of tourists from Middle East countries.3star hotels are the common choice of these travellers due to appropriate service quality and reasonable charges. The purpose of this study is to test the relationship of perceived value, service quality and customer expectation with customer satisfaction. This study uses questionnaire method to collect data from the respondents. The respondents were the Middle East tourists who stayed in 3star hotels at Kuala Lumpur. A total of 300 questionnaires were distributed, out of which 200 were completed. The findings from this study recognized the service quality as the most significant factor effecting the customer satisfaction. This study also proved that customer satisfaction is a key factor that leads the hospitality industry to success and gain competitive advantages. Therefore, findings of this study shall assist the hospitality management to recognize their flaws and minimize the factors causing dissatisfaction among the tourists.

  15. Measurement of Leisure Traveler’s Satisfaction: Evidence From North Cyprus Hotels

    OpenAIRE

    Jahani, Kourosh

    2014-01-01

    ABSTRACT: This research aims to measure tourist satisfaction in five stars hotels in North Cyprus using American Customer Satisfaction Index. American Customer Satisfaction Index (ACSI) is comprehensive model that includes six variables, namely, perceived quality, perceived value, customer expectations, customer satisfaction, customer loyalty and customer complaints. As previous scholars proposed as future research direction, international and national tourists are selected in sample of the s...

  16. A STUDY ON THE EVALUATION OF CUSTOMERS' SATISFACTION - THE PERSPECTIVE OF QUALITY

    Directory of Open Access Journals (Sweden)

    Dauw-Song Zhu

    2010-06-01

    Full Text Available As stated by the recent report published by Global Industry Analysts Inc. (GIA, driven by widespread consumer awareness, lifestyle trends and growing compatibility among equipments because of standardization, the world digital camera market is projected to reach 122 million units by the year 2010. The traditional one-way quality model is focused on one particular quality element; only when the element is present are customers satisfied, and viceversa. Using the traditional way to improve customer satisfaction, it is possible that the customer will not be satisfied with a certain quality element, or maybe the customer satisfaction target will be over-fulfilled (Tan & Shen, 2000. Kano's model provides an effective approach to categorizing the customer attributes into different types. Professor Kano has developed a methodology to identify which customer attributes are must-be, which are one-dimensional and which are attractive. Therefore, understanding the product quality attribute is beneficial to improvement of quality as well as product development. Therefore, the purposes of this article are 1. To classify customer attributes into Kano categories. 2. To apply IPA to analyze the correlation between importance and satisfaction toward product attributes. 3. To exam a significant difference between demographic characteristics and Kano's quality requirements. The findings are as follows: 1. Kano' model successful classifying product features of digital cameras. Kano's quality requirements are also correlated with importance and satisfaction of IPA analysis. 2. When quality have improved for all product features, after sales services, Image Stabilizer and Recording Mode will lead to most satisfaction for all users based on customer satisfaction coefficient. 3. Demographical characteristics have significantly influenced perceived quality requirement for digital camera users.

  17. Customer Satisfaction Among the Members of the Summit Point Golf and Country Club

    Directory of Open Access Journals (Sweden)

    VERONICA JOY V. BENCITO

    2014-04-01

    Full Text Available This study focused on the customer satisfaction among the members of the Summit Point Golf and Country Club which served as the basis for continuous improvement. It determined the level of customer satisfaction on the services offered by the Summit Point employees in terms of food and beverages, customer service and facilities. Lastly, it also tested the significant differences on the level of customer satisfactions when grouped according to their membership variables of the club. The descriptive type of research was used to assess the operation of the club. Data gathered were analyzed using the weighted mean and ANOVA method. The members of the Summit Point Golf and Country Club are generally satisfied in terms of facilities and amenities, food and beverages and customer service. The hypothesis has no significant difference between the membership profile and level of customer satisfaction in terms of facilities and amenities and customer service is rejected. This means that their responses differ as to their reasons of joining the club, their obtained degree and the frequency of playing in the club.

  18. The Contribution of Gratitude to Satisfaction Models for Complaining Customers

    OpenAIRE

    Simon, Francoise; Ghesquiere, Chantal Connan; Tossan, Vesselina

    2014-01-01

    Consumer research has shown that satisfaction with complaint handling strongly influences word of mouth behaviour, but affects to a lesser extent repurchase intent. To better explain the performance outcomes derived from complaint handling, we propose a conceptual model in which gratitude along with satisfaction are assumed to be critical mediators of the effects of recovery investments on performance outcomes. This model was tested using a quasi-experimental survey drawing on data from multi...

  19. THE LEVEL OF CUSTOMER SATISFACTION - MEASURE OF SOCIAL EFFICIENCY

    OpenAIRE

    MUNGIU-PUPĂZAN MARIANA CLAUDIA

    2014-01-01

    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 se...

  20. Valuable Internet Advertising and Customer Satisfaction Cycle(VIACSC)

    OpenAIRE

    Muhammad Awais; Tanzila Samin; Muhammad Bilal

    2012-01-01

    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 intern...

  1. Experiential marketing, customer satisfaction, behavioral intention: timezone game center surabaya

    OpenAIRE

    Rahardja, Christina; Anandya, Dudi

    2010-01-01

    Experience Economy now affects the progression of economics and customer value will increase whether companies offer memorable experiences. Experiential Marketing focuses on customer experiences from sense, feel, think, act and relate experiences, therefore called customers as affective decision makers. There is a lack of research on emotional response of service companies, and this research is directed to fill in the gap. Research aims to analyze the effect of experiential marketing on cu...

  2. Customer satisfaction techniques applied to the transport of nuclear fuels to meet ISO 9001:2000 requirements

    International Nuclear Information System (INIS)

    Understanding the needs of potential and existing customers is seen as essential to the continuing success of the nuclear fuel transport business. A recognised process utilised for this is the recording and measurement of customer satisfaction. This paper looks at what customer satisfaction means to BNFL International Transport in terms of, understanding what the customers needs are, supplying those needs or proposing appropriate alternatives, delivering on contractual obligations, in terms of the product or service being supplied to cost and time, listening to the changing needs of customers should this occur and monitoring the perception of customers in terms of performance. Within BNFL as a whole customer satisfaction is managed through the application of a Management Framework. Within this framework are set a number of values, these are focused on acknowledging social and environmental responsibilities while satisfying the needs of customers. Customer satisfaction is a key aspect of this philosophy

  3. Customer satisfaction techniques applied to the transport of nuclear fuels to meet ISO 9001:2000 requirements

    Energy Technology Data Exchange (ETDEWEB)

    Fisher, G.K. [BNFL (United Kingdom)

    2004-07-01

    Understanding the needs of potential and existing customers is seen as essential to the continuing success of the nuclear fuel transport business. A recognised process utilised for this is the recording and measurement of customer satisfaction. This paper looks at what customer satisfaction means to BNFL International Transport in terms of, understanding what the customers needs are, supplying those needs or proposing appropriate alternatives, delivering on contractual obligations, in terms of the product or service being supplied to cost and time, listening to the changing needs of customers should this occur and monitoring the perception of customers in terms of performance. Within BNFL as a whole customer satisfaction is managed through the application of a Management Framework. Within this framework are set a number of values, these are focused on acknowledging social and environmental responsibilities while satisfying the needs of customers. Customer satisfaction is a key aspect of this philosophy.

  4. Customer satisfaction survey with clinical laboratory and phlebotomy services at a tertiary care unit level.

    Science.gov (United States)

    Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L; Lee, Eun Yup; Son, Han Chul; Kim, Hyung Hoi

    2014-09-01

    We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level. PMID:25187892

  5. A structural model of customer satisfaction and trust in vendors involved in mobile commerce

    Directory of Open Access Journals (Sweden)

    Suki, N.M.

    2011-01-01

    Full Text Available The purpose of this paper is to provide an explanation of factors influencing customer satisfaction and trust in vendors involved in mobile commerce (m-commerce. The study sample consists of 200 respondents. Data were analyzed by employing structural equation modelling (SEM supported by AMOS 5.0 with maximum likelihood estimation in order to test the proposed hypotheses. The proposed model was empirically tested and results confirmed that users’ satisfaction with vendors in m-commerce was not significantly influenced by two antecedents of the vendor’s website quality: interactivity and customisation, and also two antecedents of mobile technology quality: usefulness and ease-of-use. Meanwhile, users’ trust towards the vendor in m-commerce is affected by users’ satisfaction with the vendor. Interestingly, vendor quality dimensions such as responsiveness and brand image influence customer satisfaction with vendors in m-commerce. Based on the findings, vendors in m-commerce should focus on the factors which generate more satisfaction and trust among customers. For vendors in general, the results can help them to better develop customer trust in m-commerce. Vendors of m-commerce can provide a more satisfying experience for customers.

  6. Examining the relationship between service quality and customer satisfaction: A factor specific approach

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2013-06-01

    Full Text Available Purpose: This research was aimed at examining the relationship between service quality and customer satisfaction with data obtained from Malaysian soldiers who were involved in peace keeping missions in a Middle Eastern country. The results of which would enable the management to improve the quality of service accorded to peacekeeping personnel. Design/methodology/approach: The study employed a cross-sectional research design which allowed the researchers to integrate the service quality literature, the semi structured interview and the actual survey to collect and examine the data for optimum results. Findings and Originality/value: The outcome of multiple regression analysis showed that responsiveness and assurance variables reflected a high correlation with customer satisfaction. On the other hand, tangibility, reliability and empathy variables recorded an insignificant correlation with customer satisfaction. Research limitations/implications: With respect to practical contributions, the findings of this study can be used as a guideline by the management to improve the quality of peacekeeping in areas of conflict. Practical implications: For security reasons, certain information affecting customer satisfaction could not be examined in detail. Originality/value: This paper presents key results on service quality and customers satisfaction research by looking at the niche segment which was not previously studied from the Malaysian perspective.

  7. SERVQUAL and Customer Satisfaction: The Mediating influence of Communication in the Privatized Telecom Sector

    Directory of Open Access Journals (Sweden)

    Gantasala V. Prabhakar

    2013-03-01

    Full Text Available This paper basically examines the effects of service quality on customer satisfaction after the privatization of a telecom company in Oman It does so from two distinct methodological perspectives. Specifically, a study utilizing a sample of the telecom customers is conducted, wherein service quality is put into operation through the well-known measure - SERVQUAL. The findings are of importance to organizations in the service industry, where constant effort is being made to find ways and means of identifying efficient and effective approaches for improving service quality and customer satisfaction. The study explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship. Also of interest to the authors is the influence of Communication as a mediator in customer satisfaction. The results reiterate the propositions that SERVQUAL dimensions influence Customer Satisfaction and that the influence is accentuated with the mediatory influence of communication.

  8. THE EFFECT OF THE SERVICE QUALITY OF COMPANIES WHICH USE SOCIAL CRM ON CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Mustafa KARADENİZ

    2015-07-01

    Full Text Available Abstract Social CRM (Customer Relationship Management, that is managing customer relations through social media, is becoming more common. The increase in social media use is the most important factor. Customers share their complaints, satisfactions in the social media and they ask about their peers’ experiences and views about products before deciding to buy. The companies using social media can communicate easily and rapidly with customers and try to satisfy them.In this study, the effect of the service quality of the companies using social CRM on customer satisfaction is investigated. The population consists of 342 people over the age of 18 who live in Istanbul. A survey is carried out to collect data and factor, reliability analysis, T-tests, and ANOVA/Welch tests are performed for the data by using the SPSS package program. Moreover, the developed model and the hypothesis are tested through a LISREL structural equation model.

  9. A study on examining interrelationships among customer satisfaction, loyalty, and switching intent in industrial food suppliers

    Directory of Open Access Journals (Sweden)

    Hamid Reza Saeedniya

    2014-07-01

    Full Text Available Brand loyalty is one of the most important concepts in brand literature. Customer’s loyalty toward brand can increase firm’s share price. In addition, firms’ market share maintains close relationship with net profit and capital used return. Company efforts to motivate customers to switch from competitive brands to their own or to induce them to repurchase their own brands are very important in their marketing activities. Therefore, investigating customer variety-seeking orientation and level of involvement in decision-making plays essential role in explaining customers’ product selection activities. This study intends to examine interrelationships among customer satisfaction, loyalty, and switching intent in industrial food suppliers and verifies the moderating effect of customer variety-seeking orientation and purchase decision involvement. The findings indicate that, the impact of purchase involvement was lower than variety seeking and the satisfaction had the highest negative impact on switching intent of customers.

  10. Analysis of Customer Satisfaction Survey for MINTec-Sinagama from 2008 until 2010

    International Nuclear Information System (INIS)

    The efficiency and effectiveness of the quality management towards the service offered by an organization can be measure through Customer Satisfaction survey. In this study, the Importance-Performance Analysis has also been carried out as one of the tools to improve the quality of the service. Furthermore, the Gap Analysis is done to evaluate the customer satisfaction level towards the service. Positive gap value shows that customers are satisfied with the service and vice-versa. The study on the Customer Importance-Performance Analysis that were carried out lead to the general and technical information aspect of Accessibility to Organization, Counter service, Quality of service, Price, Delivery time, Promptness in handling complaint and Delivery of certificates of irradiation. Thus, this paper will discuss result of Customer Importance-Performance Analysis for MINTec-Sinagama from year 2008 to 2010. (author)

  11. House of Quality (HoQ) as a tool for improvement customer satisfaction

    International Nuclear Information System (INIS)

    Full-text: Improvements to the customer satisfaction level is an important agenda today for the preservation of a quality certification. This study shows where the critical attributes or Voice of Customers, VOC-interest analysis of the results of Importance Performance Analysis (IPA). Questionnaires from our four customer service centers at Malaysian Nuclear Agency has been used in developing the House of Quality (HoQ). The innovation of HoQ is one of the simple and attractive services that display comprehensive information covering the needs of customers (VOC), the technical response, the correlation of technical, communication matrix, technical and planning division. Therefore, the information obtained from HoQ can be used in assisting the top management planning in accordance with the priority improvement activities to improve customer satisfaction levels in the near future. (author)

  12. Student Satisfaction and the Customer Focus in Higher Education

    Science.gov (United States)

    Mark, Eddie

    2013-01-01

    Advocating a customer focus, the Total Quality Management model of leadership has led to success in raising performance levels throughout various manufacturing and service industries. Many education stakeholders, however, are resistant to the notion that postsecondary students benefit from being treated like customers. While many critics oppose…

  13. Factors on the Customers Loyalty of Websites With Regard To the Role of Satisfaction and Trust

    Directory of Open Access Journals (Sweden)

    Hamid jamshidi

    2015-09-01

    Full Text Available In the present era, Internet as an accepted and useful tool for commerce, buying and selling has become and Fundamental changes in the structure of industry and commerce has brought in this among the preservation and strengthening customer loyalty for companies that are operating in Electronics space as a strategic challenge Is discussed In the field of maintain and develop a competitive position in the virtual space. This study sought to evaluate the impact of system quality, information quality and interface design quality on customer loyalty websites through role of the customers’ satisfaction and trust. The Population Statistical of this study is “Center market” website customers that among them 320 samples were selected randomly. Data analysis by using SPSS and AMOS statistical software was done and the statistical methods used in this study, structural equation modeling. The results show that the system quality and interface design quality significantly influences on the satisfaction and trust of web site customers But does not influence the quality of information on these variables. The study also found that customer trust causing is His satisfaction and both variables the trust and satisfaction are influence on the customer loyalty.

  14. An Evaluation of Bank Customer Satisfaction in Pakistan, Comparing Foreign and Islamic Banks

    Directory of Open Access Journals (Sweden)

    Haroon Rasheed

    2012-07-01

    Full Text Available Banks play the most important role in economic and financial system of any country by performing their core function of intermediation. Pakistani banking industry witnessed a no. of drastic changes since its inception after the establishment of country. The major historical developments include commercial bank establishment, nationalization, liberalization and privatization and privatization of banks. The most recent advances in this regard are start of Islamic banking system and introduction of foreign banks and use of modern Information Technology methods and tools. All these developments have resulted in focus of banking organizations turned towards Customer Satisfaction due to increased competition in the industry to increase and retain the number of customers. This study presents a comparative study of customer satisfaction taking foreign banks and Islamic banks as case. With the help of statistical methods like arithmetic mean calculation, Correlation, a positive relationship between customer satisfaction and factors has been found. The study results propose more emphasis on quality of customer service and product assortment and innovation to increase the level of customer satisfaction.

  15. Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

    Directory of Open Access Journals (Sweden)

    Marsella Yeanette Hatane

    2012-01-01

    Full Text Available Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.

  16. Influence of consumption experiences on customers' satisfaction: an empirical study on fresh farm products in Wuhan, China

    Institute of Scientific and Technical Information of China (English)

    Li Chuncheng; Zhang Juntao; Li Chongguang

    2007-01-01

    Which factors influence customers' satisfaction? Which way or path does each factor influence and decide customers' satisfaction? These problems are the focuses of the research on customers' satisfaction.This paper analyzes the survey data from some customers in the fresh farm food supermarket of Wuhan City with factor analysis method,multiple linear regression method,etc.The analysis results reveal that: 1) the consumption experiences decide customers ' satisfaction degree through influencing the customers' expectation and the perceived performance,namely the consumption experiences is the important factor which decides customers' satisfaction; 2) the consumption experiences that influence customers' satisfaction is a multi-dimensional construct,including such four dimensions as product consumption experience,service experience,shopping convenience experience,supermarket environment experience; furthermore,the degree that different consumption experiences influence customers' satisfaction is diverse,and the product consumption experiences are the most important factor.This paper is of realistic significance to a certain extent to enrich the theoretical research on customers' satisfaction and promote the practice of agricultural product marketing.

  17. Two Phase Analysis of Ski Schools Customer Satisfaction: Multivariate Ranking and Cub Models

    Directory of Open Access Journals (Sweden)

    Rosa Arboretti

    2014-06-01

    Full Text Available Monitoring tourists' opinions is an important issue also for companies providing sport services. The aim of this paper was to apply CUB models and nonparametric permutation methods to a large customer satisfaction survey performed in 2011 in the ski schools of Alto Adige (Italy. The two-phase data processing was mainly aimed to: establish a global ranking of a sample of five ski schools, on the basis of satisfaction scores for several specific service aspects; to estimate specific components of the respondents’ evaluation process (feeling and uncertainty and to detect if customers’ characteristics affected these two components. With the application of NPC-Global ranking we obtained a ranking of the evaluated ski schools simultaneously considering satisfaction scores of several service’s aspects. CUB models showed which aspects and subgroups were less satisfied giving tips on how to improve services and customer satisfaction.

  18. Customer Satisfaction & Loyalty in the Singapore Retail Fuel Market

    OpenAIRE

    Koh, See Yong

    2009-01-01

    Where are all the customers? If your competitors have got them, then it’s a bad news. The good news is that you can win them back or attract new ones. This may sound simple and easy. However, the starkest challenge facing business today is customer scarcity where they are too many sellers for too few buyers. According to an article from Harvard Business Review, Frederick Reichheld and Earl Sasser (2000) explained that there is a high cost of losing customers. This includes reduce profitab...

  19. Improvement of customer satisfaction evaluation for quality management system and accreditation in Nuclear Malaysia

    International Nuclear Information System (INIS)

    Malaysian Nuclear Agency (Nuclear Malaysia) possesses seven certification of Quality Management System, namely ISO 9001:2008, and two certification of Malaysia Laboratory Accreditation Scheme, namely ISO/IEC 17025:2005. General Requirement of Standard for those two certifications needs customer satisfaction evaluation to be conducted every year. Thus, the Innovation Management Centre (IMC) undertakes improvement action to harmonise and coordinate the formulation of questionnaires in Nuclear Malaysia based on data analysis for 2009. The newly developed questionnaire that applies to all processes and laboratories that have received or awaiting certification have value addition in terms of analytical methods that are more concise, precise, simple and focus on effective action plan to enhance customer satisfaction. Methods such as Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI) and Service Quality Dimension (SERVQUAL) will be used in this research. (author)

  20. Improving the Operations of a Service Company Through a Customer Satisfaction Survey Case: Adventure Park Peukkula

    OpenAIRE

    Järvinen, Fanny

    2013-01-01

    This bachelor´s thesis introduces the process of conducting a customer satisfaction survey, in order to improve the case company´s services in accordance to customers´ needs. In these days, being able to answer customers needs is more important than it has ever been. Companies meet the constant need to continuously improve their services and keep up with changing customer requirements. Consequently, the end purpose of this thesis is to provide the case company Peukkula with the informati...

  1. A structural model of customer satisfaction and trust in vendors involved in mobile commerce

    OpenAIRE

    Suki, N.M.

    2011-01-01

    The purpose of this paper is to provide an explanation of factors influencing customer satisfaction and trust in vendors involved in mobile commerce (m-commerce). The study sample consists of 200 respondents. Data were analyzed by employing structural equation modelling (SEM) supported by AMOS 5.0 with maximum likelihood estimation in order to test the proposed hypotheses. The proposed model was empirically tested and results confirmed that users’ satisfaction with vendors in m-commerce was n...

  2. Management perception of service quality and customer satisfaction. Case: Concierge Service of the Bank X.

    OpenAIRE

    Pivovarova, Veronika

    2016-01-01

    This Bachelor’s thesis discusses the managerial view on the service quality and its relation to customer satisfaction in a case company. The objective of the study was to find ways to improve the service quality in the case department so that to strengthen its customers’ satisfaction. The study was implemented for a commissioning party Bank X and its Concierge Service department. The commissioning party is located in Saint Petersburg, Russia. The study comprises the theoretical background...

  3. The relationship between service quality and customer satisfaction in public transport services

    OpenAIRE

    Fonseca, Filipa; Brito, Carlos; Pinto, Sofia

    2009-01-01

    This paper reports on a study that 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 was developed which aimed at explaining this relationship and guide the empirical study. This was based on an exploratory case study...

  4. Competition Strategy and Customer Satisfaction: A Practical Research on IC Assembling Industry in Taiwan

    Directory of Open Access Journals (Sweden)

    Sheng-Yuan Hsu

    2013-01-01

    Full Text Available The research tries to learn more about the production strategy of Integrated Circuit (IC assembling industry in Taiwan. The possible existing strategic groups based on the theories of strategic groups and industry characteristics in IC assembling manufactures will be discussed and figured out. And on the basis of the differences among the strategic groups, a structure model of strategic groups, production strategy and core competence can be built to analyze core competence and strategy types among different elements of strategic groups. At last the factor analysis shows the casual relationship among customer satisfaction and strategic group, production strategy and core competence, which then can provide manufacturers to build up the core competence and to develop the competition strategy and to enhance customer satisfaction. The result of the research is including (1 The selection of production strategies has significant impact on customer satisfaction (2 Core competence has great impact on customer satisfaction. “The competence of strategy and management”, “the competence of marketing and controlling, the competence of mass production and manufacturing and “the competence of research and development” in the core competence have significant impact on the improvement of customer satisfaction (3 The positioning of strategic groups has no obvious impact on customer satisfaction (4 The selection of production strategy has great impact on core competence (5 The positioning of strategic groups has enormous influence on core competence. And the four positioning of strategic groups and the four types of core competence have great impact as well (6 The selection of production strategy has significant impact on strategic groups.

  5. An empirical analysis of after sales service and customer satisfaction

    OpenAIRE

    HUSSAIN, NAZIM; Waheed Akbar BHATTI; Azhar JILANI

    2011-01-01

    In today’s ever changing competitive environment, business cannot survive unless they satisfy their customers. The delivery of after sales service by a company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery, selling product with the bran...

  6. Does relationship marketing improve customer relationship satisfaction and loyalty?

    OpenAIRE

    Leverin, Andreas; Liljander, Veronica

    2006-01-01

    Purpose - This study investigates the relationship marketing (RM) strategy of a retail bank and examines whether - after its implementation - customer relationships were strengthened through perceived improvements in the banking relationship and consequent loyalty towards the bank. Design/methodology/approach - A survey was conducted on two profitability segments, of which the more profitable segment had been directly exposed to a customer oriented RM strategy, whereas the less profitable seg...

  7. Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province

    Directory of Open Access Journals (Sweden)

    Shahram Madanshekaf

    2012-04-01

    Full Text Available The main purpose of this study is to identify and Prioritization the most important factors that influence customer satisfaction using fuzzy Analytical Hierarchy Process (FAHP. In this study‚ first the Effective factors on customer satisfaction were recognized by library studies and interviewing customers, then Hierarchical decision tree was designed. The questionnaire which consists of fuzzy decision matrix was then distributed among customers. Then in order to ranking the criteria, gathered information were analyzed through fuzzy Analytical Hierarchy Process. The results show that Fast service‚ Range of offered services‚ Bank location‚ Privacy for in branch transactions is respectively the most important factors that influence customer satisfaction.

  8. Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

    Science.gov (United States)

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

    2010-04-01

    This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance. PMID:20524565

  9. Determinants of customer satisfaction with socially responsible investments: Do ethical and environmental factors impact customer satisfaction with SRI profiled mutual funds?

    OpenAIRE

    Nilsson, Jonas; Jansson, Johan; Isberg, Sofia; Nordvall, Anna-Carin

    2011-01-01

    Although much research has been published on green/ethical consumer behaviour, the question of how consumers evaluate pro-socially positioned products in the post-purchase stage is still virtually unexplored. This is troubling given the significance of post-purchase evaluations within general marketing theory. To address this gap in the literature, this study examines how a set of technical and functional quality attributes contribute to customer satisfaction in a socially responsible investm...

  10. Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province)

    OpenAIRE

    Shahram Madanshekaf; Davood Gharakhani

    2012-01-01

    The main purpose of this study is to identify and Prioritization the most important factors that influence customer satisfaction using fuzzy Analytical Hierarchy Process (FAHP). In this study‚ first the Effective factors on customer satisfaction were recognized by library studies and interviewing customers, then Hierarchical decision tree was designed. The questionnaire which consists of fuzzy decision matrix was then distributed among customers. Then in order to ranking the criteria, gathere...

  11. Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis

    Directory of Open Access Journals (Sweden)

    Aliyar Esmaeili

    2014-01-01

    Full Text Available E-commerce has created significant opportunities for the corporations to understand the customers’ expectations, desired values, to increase their satisfaction and to expand their market share, more efficiently. The most significant activity of e-commerce is in the field of e-banking and financial services. Customer satisfaction index is a concept introduced for evaluating of the service quality in electronic banking. Considering the relative importance of customer satisfaction in e-banking, defining scientific criteria for the assessment of mentioned index is very important. So, a scientific and efficient method is always needed. The purpose of this paper is to use the fuzzy data envelopment analysis (DEA techniques for evaluating and ranking the efficiency of online customer satisfaction index in eight economic banks in Iran. Here, we first study the fuzzy set theory and the method of traditional DEA in the same model. Next, the relationship between them were developed, which provide the fuzzy DEA model with qualitative data. The SPSS and GAMS software package were employed to analyze the data collected through questionnaires. The results show that three economic banks in terms of customer satisfaction in e-banking were located on the efficiency border and were quite efficient.

  12. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO HDFC LIFE INSURANCE, MADURAI

    Directory of Open Access Journals (Sweden)

    M. Muthu Vengatesh

    2014-10-01

    Full Text Available This study will attempt to determine the impact of service quality is main factor for the success of a bank on customer satisfaction to acquire life insurance and maintain that continuously at long-time. Service Quality helps to distinguish the banking performance from the competitors. In this study, aim to how HDFC Life Insurance, Madurai maintain the service quality and keep goodwill image are impact on customer satisfaction. Quantitative data was collected using the nonprobability self administered questionnaire that consists of questions with 5-points Likert scales distributed to our samples of individuals.

  13. Ginásio Clube Português (GCP) : measuring customer satisfaction in services industry

    OpenAIRE

    Alves, Guilherme Rito

    2014-01-01

    The objective of this thesis is to measure and analyze the customer satisfaction level in Ginásio Clube Português, by understanding the key determinants and consequences of customer satisfaction. After an exponential growth both in revenues and in number of clients between 1998 and 2011, Ginásio Clube Português is losing competitive edge due to the increasing competition in the high-end and low-cost markets as well as due to the effects of the economic downturn. Aiming to en...

  14. An Online Customer Service Survey to Determine Current Levels of Customer Satisfaction at a CrossFit Gym

    OpenAIRE

    Lewis, Sarah

    2013-01-01

    A study was conducted by researchers from Utah State University at Northland Strength and Conditioning/Combat CrossFit to determine the customer satisfaction levels at a CrossFit gym in Liberty, Missouri. A survey was created and sent to current and previous members and responses were analyzed for trends and areas of strengths and weaknesses in the business. Of 194 surveys sent, 67 (35%) were returned. Data was analyzed using the survey administration platform provided by Constant Contact and...

  15. The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

    OpenAIRE

    Muhammad Mujtaba Abubakar; Sany Sanuri Mohd Mokhtar; Aliyu Olayemi Abdullattef

    2013-01-01

    In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion. Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behaviour....

  16. Banks' Customers Satisfaction and Stock's Returns : Banking Sector - Sweden, Norway, Denmark

    OpenAIRE

    Konstantopoulou, Nikoletta

    2012-01-01

    Theoretical studies posit that marketing strategies increases customers’ satisfaction and loyalty and decreases the systematic risk of the company’s stock. Many variables such as size, book-to-market and others, which have no special standing in asset-pricing theory, show reli-able power to explain the cross-section of expected stock’s returns. By adding customers’ sat-isfaction to one of them, this research involves discovering the relationship between custom-ers’ satisfaction and stock’s re...

  17. An analysis of the new norwegian customer satisfaction barometer (new NCSB in a brazilian supermarket context.

    Directory of Open Access Journals (Sweden)

    Valter Afonso Vieira

    2007-09-01

    Full Text Available A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the validity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.

  18. Customer attractiveness, supplier satisfaction and preferred customer status: a review and a cycle model

    OpenAIRE

    Schiele, H.; Veldman, J.; Hüttinger, L.

    2012-01-01

    In this paper, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment of its important suppliers compared to their other customers. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, our research focuses on the suppliers’ evaluation of customers and how it can be influenced by buyers. Based on social exchange theory, we provide a conceptual model which proposes customer attractiveness, supplie...

  19. The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.

    Science.gov (United States)

    Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

    2009-04-01

    In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity. PMID:19250014

  20. Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

    Science.gov (United States)

    Chang, Chia-Chi

    2008-06-01

    Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed. PMID:18537502

  1. A STUDY ON CUSTOMER PREFERENCE AND SATISFACTION TOWARDS ONLINE SHOPPING ON FLIPKART IN COIMBATORE DISTRICT

    Directory of Open Access Journals (Sweden)

    Saranya. W

    2015-03-01

    Full Text Available It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages”. - Henry Ford Customer Satisfaction is very big challenge now days, especially in current scenario they are very much aware about all things which are related with shopping, Preferences refer to certain characteristics any consumer wants to have in a good or service to make it preferable to them. Preferences are the main factors that influence consumer demand. Economists study preferences to perceive the demand for each commodity and the future implications it may cause. Customer satisfaction is a term measure of how products and services supplied by a company meet or surpass customer expectation.

  2. The effects of service quality perceptions on satisfaction, loyalty and willingness to recommend – A study of delinquent bank customers

    OpenAIRE

    Raitasuo, Pinja

    2012-01-01

    This study has two objectives. First is to develop a framework assessing the relationships between service quality, customer satisfaction, customer loyalty and willingness to recommend (WtR) in delinquent bank customer setting. Second objective is to evaluate the applicability of SERVPERF type of instrument in delinquent customer setting and to identify the number of service quality dimensions. Delinquent customers are those customers who fail to pay the monthly amount specified in the loan r...

  3. Factors influence customer satisfaction in mobile commerce : a research on Vietnamese mobile users

    OpenAIRE

    Chu, Phuong Anh

    2015-01-01

    Mobile commerce – a relative new commerce mode, has become a major topic for many researchers. Along with it, measuring customer satisfaction in m- commerce is important for a wide range of firms, for it is a key element to ensure firms’ success. This thesis seeks to elucidate mobile customer’s perceptions regarding mobile commerce in Vietnam. The thesis provides an explanation on whether these customers are satisfied with m-commerce. In addition, features and challenges of m-commerce are...

  4. THE IMPACT OF QUALITY OF SERVICES IN THE CAR RENTAL COMPANIES ON CUSTOMER SATISFACTION

    OpenAIRE

    TAREQ N. HASHEM

    2015-01-01

    This study aims to investigate the impact of Quality of Services in the Car Rental Companies on Customer Satisfaction. The researcher uses the descriptive analytical approach, where theoretical framework depends on books, periodicals, and electronic articles, while fieldwork is covered by designing a questionnaire. The study population includes customers who rent cars in Amman, Jordan. The study depends on a convenience sample that consisted of 400 employees. 357questionnaires were returned, ...

  5. Internet Banking Functionality in Nigeria and Outcomes of Customer Satisfaction: An Empirical Investigation

    OpenAIRE

    Olatoke A. Adeyemi; Olasunkamin S. Ola; Felicia A. Oyewole

    2014-01-01

    The present study aimed at investigating the impact of internet banking on the customer satisfaction level in banking sector of Nigeria. A structured questionnaire was used to collect data from a sample of Ninety (90) customers of different banks in Nigeria. Data collected were analyzed using regression Analysis with the aid of Statistical Package for Social Sciences (SPSS) software version 20. The result showed that the independent variables (i.e internet banking and quality service) were si...

  6. The influence of store image on customer satisfaction: a case study of a shoe store

    OpenAIRE

    Tarsis Souza Silva; Janaina de Moura Engracia Giraldi

    2010-01-01

    Knowledge of customers’ image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor...

  7. The Effect of Kiosks Service Quality and Kiosk Product Quality on Customer Satisfaction

    OpenAIRE

    N. Saeheng

    2014-01-01

    Purpose – This study attempts to examine the impacts of the kiosk service quality dimension (that is, personal Interaction, policy, physical aspects, reliability and problem solving) and the kiosk product quality dimension (including features, aesthetics and customer-perceived quality) on customer satisfaction. It focuses on the kiosks in shopping centers in Thailand.Design/methodology/approach – The study adopted well-known theory of retail service quality and product quality. A survey was c...

  8. Monitoring Customer Perceived Service Quality and Satisfaction during the Construction Process

    OpenAIRE

    Perry Forsythe

    2015-01-01

    Service quality has been studied across many construction related disciplines but little has been done concerning how it effects customer satisfaction during the day-to-day dynamics of onsite construction services. The research explores this setting in Australian housing construction projects. A highly detailed single case study methodology was used with a view to facilitating theory development for a targeted customer type displaying service quality oriented expectations, high involvement, b...

  9. Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

    OpenAIRE

    Yasser Mahfooz

    2014-01-01

    The objective of this study is to determine the perception of retail service quality and its relationship withsatisfaction for customers of hypermarkets in the Kingdom of Saudi Arabia (KSA). Data was collected throughself-administered questionnaires using convenience sampling technique. Out of 220 responses, 185 were finallychosen and analyzed for descriptive statistics as well as significant relationship between hypermarket servicequality and customer satisfaction. The respondents reported h...

  10. A SURVEY OF CUSTOMERS' SATISFACTION FROM AEROBIC AND BODYBUILDING CLUBS OF WOMEN IN KERMANSHAH

    OpenAIRE

    Shirin Zadoshtian; Rasool Noroozi; Hasan Fathi

    2011-01-01

    The purpose of this study was to determine customers' satisfaction of aerobic and bodybuildingclubs of women in Kermanshah with descriptive method. All the customers' of aerobic andbodybuilding clubs of women in Kermanshah form the statistical population of this study. In thisstudy; sample of 250 individuals is considered. The research tool is a researcher-madequestionnaire that its validity and reliability was confirmed. Descriptive methods are used toanalyze the data and in order to determi...

  11. A Comparison of Customers` Satisfaction with Aerobics and Bodybuilding in Public and Private Gyms

    OpenAIRE

    Seyed Abbas Afsanepurak; Rasool Norouzi Seyed Hossini; Masoumeh Kalateh Seyfari

    2012-01-01

    The purpose of the present study is to compare the customers` satisfaction with aerobics and bodybuilding in public and private gyms in Kermanshah-Iran. It was descriptive-survey research. The statistical population were all female private and public customers in aerobics and bodybuilding gyms in Kermanshah. The study sample was 250 female athletes. In order to gather data, a researcher- made questionnaire with the reliability (α = 0.81) was administered.In order to analyze the data, we appli...

  12. The impact of e-ticketing technique on customer satisfaction: an empirical analysis

    OpenAIRE

    Mazen Kamal Qteishat; Haitham Hmoud Alshibly; Mohammad Atwah Al-ma'aitah

    2015-01-01

    Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian airline passengers that had booked flights in the last 12 months through companies offering e-ticketing services was acquired. The finding...

  13. A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

    Institute of Scientific and Technical Information of China (English)

    SUN Hua-li; XIE Jian-ying

    2007-01-01

    This paper pressnts a novel evaluation model of the customer satisfaction degree (CSD) in logistics based on support vector machine (SVM). Firstly, the relation between the suppliers and the customers is analyzed. Secondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks rinsed on one-against-one mode of SVM is built. Last simulation experiment is presented to illustrate the theoretical results.

  14. Customer Satisfaction of Quality in a Malaysian Mobile Phone Manufacturing Company: An Employees Perception

    OpenAIRE

    J. Sreenivasan; Bains, S

    2011-01-01

    Quality can never be achieved without commitment, competence and communication. Companies should understand that quality is doing a few things very well over a long period which when done properly can improve profit and ensure the long term survival of the company. Unsatisfied customers not only stop acquiring services from a particular organization but also can quickly damage the organizations image. Dealing effectively with customers can actually boost satisfaction, loyalty, retention and t...

  15. Value-added services : impact of customer satisfaction in Hong Kong housing estates

    OpenAIRE

    Mak, Yiu-yuen; 麥耀源

    2013-01-01

    The property management industry develops with the real estate market which is one of the major economy contributors in Hong Kong. Since property management is considered as service-oriented industry, satisfying customers mean business successful. The goal of this research aimed at analyzing the impact brought by value-added services in current private housing market through assessing the customer satisfaction level. This research intended to analysis the relationships among value-added se...

  16. A STUDY ON CUSTOMER PREFERENCE AND SATISFACTION TOWARDS ONLINE SHOPPING ON FLIPKART IN COIMBATORE DISTRICT

    OpenAIRE

    Saranya. W; P. Palanivelu

    2015-01-01

    It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages”. - Henry Ford Customer Satisfaction is very big challenge now days, especially in current scenario they are very much aware about all things which are related with shopping, Preferences refer to certain characteristics any consumer wants to have in a good or service to make it preferable to them. Preferences are the main factors that influence consumer demand. Econ...

  17. Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping

    OpenAIRE

    Gulden Turhan

    2016-01-01

    The study’s research model suggests that store design and ease of shopping are associated with customer retention through a mediated pathway in which store design and ease of shopping influence perceived store satisfaction, which in turn, influences customer retention. This survey was administered to two separate clothing stores offered to either females or males (in total, 533 participants). Using structural equation modelling methodology, data was analysed to explain the interrelations amon...

  18. Analyzing effects of service encounter quality on customer satisfaction in banking industry

    Directory of Open Access Journals (Sweden)

    Hossein Gazor

    2012-04-01

    Full Text Available Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively.

  19. A study to measure the impact of customer perception, quality, environment concern and satisfaction on green customer loyalty

    Directory of Open Access Journals (Sweden)

    Hamid Reza Saeednia

    2012-09-01

    Full Text Available Green product management plays an important role in today's economy and people are increasing becoming more interested in green products. In this paper, we present an empirical study to measure the impact of customer perception, quality, environment concern and satisfaction on green customer loyalty. The study proposes two hypotheses, where the first hypothesis studies whether the quality of green product has direct impact on customer satisfaction and the second hypothesis examines whether quality of green product has direct impact on customer loyalty. The population of this paper includes all people who use paper-based drinking glass, napkin and packaging products and live in city of Tehran, Iran. Since not all people are involved in all parts of the city in such product, we have decided to select only those who are involved in using these kinds of products including hospitals, universities, etc. The sampling technique has distributed 300 questionnaires and gathered 283 good quality ones for analysis. The questionnaire consists of 19 questions in five different perspectives. The proposed study uses sequential equation modeling and the results have confirmed both hypotheses.

  20. Critical incidents and the impact of satisfaction on customer share

    NARCIS (Netherlands)

    van Doorn, J.; Verhoef, P.C.

    2008-01-01

    In business markets, the long-term nature of relationships may prompt parties to conduct "business as usual," but negative critical incidents (CIs) can cause a destabilization of these long-term relationships. The authors develop a comprehensive dynamic model of customer loyalty to account for the i

  1. Relational Variables and Life Satisfaction in African American and Asian American College Women

    Science.gov (United States)

    Berkel, LaVerne A.; Constantine, Madonna G.

    2005-01-01

    The authors explored associations among relationship harmony, perceived family conflicts, relational self-concept, and life satisfaction in a sample of 169 African American and Asian American college women. As hypothesized, higher relational self-concept, or the extent to which individuals include close relationships in their self-concepts, and…

  2. Does Satisfaction Matter More if a Multichannel Customer Is also a Multicompany Customer?

    OpenAIRE

    B. LARIVIÈRE; Cooil, B.; L. AKSOY; T. L. KEININGHAM

    2011-01-01

    Purpose – Although the influence of using multiple channels on customer behavior has been investigated, most of this research has focused on channel behavior within a single company. Customers however frequently have access to multiple providers amongst which they can choose to allocate their spending in a category. Prior research therefore has neglected to understand what happens when a multichannel customer also chooses to conduct business with multiple companies. This research investigates...

  3. Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction

    NARCIS (Netherlands)

    J. Vanhamme (Joëlle)

    2003-01-01

    textabstractThis research investigates the specific influence of the emotion of surprise on customer transaction-specific satisfaction. Four empirical studies-two field studies (a diary study and a cross section survey) and two experiments-were conducted. The results show that surprise positively [n

  4. Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

    NARCIS (Netherlands)

    A. van der Wiele (Ton); J.P.P.E.F. Boselie (Paul); M. Hesselink

    2001-01-01

    textabstractThis paper focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on

  5. INFORMAL INTERPERSONAL VERBAL COMMUNICATION CONCEPTUALIZATION AND ITS RELATIONSHIP WITH CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

    The literature reviewing of Word-of-Mouth Communication shows a few deficiencies in conceptualization of this informal communication form. The paper synthesizes some of the views that authors identified in the literature and explores the relationship between customer satisfaction and this particular form of communicative behavior.

  6. PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

    Directory of Open Access Journals (Sweden)

    Toma Sorin

    2010-12-01

    Full Text Available The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.

  7. PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

    OpenAIRE

    Toma Sorin; Niculae Sabin Mihai; Paul Marinescu

    2010-01-01

    The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.

  8. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    Science.gov (United States)

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

  9. SY 2008-09 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    Science.gov (United States)

    Department of Defense Education Activity, 2009

    2009-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten--12th grade and to students in grades 4-12. For the…

  10. Approaching Error-Free Customer Satisfaction through Process Change and Feedback Systems

    Science.gov (United States)

    Berglund, Kristin M.; Ludwig, Timothy D.

    2009-01-01

    Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The…

  11. Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning

    Science.gov (United States)

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

  12. SY 2010-11 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    Science.gov (United States)

    Department of Defense Education Activity, 2011

    2011-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…

  13. Customer satisfaction as a buffer against sentimental stock-price corrections

    NARCIS (Netherlands)

    Merrin, R.P.; Hoffmann, A.O.I.; Pennings, J.M.E.

    2013-01-01

    Abstract Previous research has shown that customer satisfaction is a market-based asset that can contribute to a firm’s value by increasing its stock-market returns, while simultaneously reducing the riskiness of these returns. This study contributes to the growing literature on the marketing–financ

  14. The Authorized Service After-Sales Service, Customer Satisfaction and Impact: An Application in the Automotive Industry in Istanbul

    OpenAIRE

    Zeynep ÖZGÜNER; Kurtuldu, Hüseyin Sabri

    2015-01-01

    Authorized service after sales services provided by this study investigates the relationship between customer satisfaction. Research of survey forms conducted to the car owners. Their car owners surveyed in the study, presented to them by their satisfaction with after-sales service customer satisfaction levels identified were whether there is a relationship with the size of the after-sales service. Also differentiate according to demographic variables were found to be different. The security ...

  15. THE LEVEL OF CUSTOMER SATISFACTION AS ONE OF THE GOALS OF THE QUALITY OF THE ORGANIZATION IN THE BAKERY INDUSTRY

    OpenAIRE

    Aleksandar Maric; Slavko Arsovski

    2010-01-01

    The original definition of consumption (from Latin "consumer") that is closely related to the notion of consumer, related to the taking of food- consuming. This paper describes an original methodology of measuring customer satisfaction bakery products (bread and pastries) as well as the quality objectives of the organization. By comparing the size of the level of satisfaction obtained by this method of measuring the ACSI index, as one of the most used way to measure customer satisfaction with...

  16. Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

    OpenAIRE

    O'Loughlin, Christina; Coenders, Germà

    2002-01-01

    Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI...

  17. Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Kaung-Hwa Chen

    2015-08-01

    Full Text Available This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

  18. Effects of marketing ethics on customer satisfaction in tourism industry

    OpenAIRE

    Anxin Xu; Chich-Jen Shieh

    2014-01-01

    Reputation is key in the management in tourism industry. In other words, a company should present favorable corporate image to enhance the trust of the customers and further induce the purchase intention and behaviors so as to enhance the sustainable management of tourism businesses. Customers’ Trust is the support of tourism industry, as it satisfies the basic demands for travel guarantee and safety. Following the promotion of consumer awareness, consumers tend to purchase products or accept...

  19. Customer attractiveness, supplier satisfaction and preferred customer status: a review and a cycle model

    NARCIS (Netherlands)

    Schiele, H.; Veldman, J.; Hüttinger, L.

    2012-01-01

    In this paper, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment of its important suppliers compared to their other customers. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, our research

  20. The Influence of Human Resource Practices on Internal Customer Satisfaction and Organizational Effectiveness

    Directory of Open Access Journals (Sweden)

    Irfan Ullah

    2013-08-01

    Full Text Available It is generally believed that the impact of Human Resource Practices on internal customer satisfaction can create comparative advantage for the organizational performance. The main objective of this study was to find out the impact of Human Resource Practices on internal customer satisfaction and organizational effectiveness. The impact of human resource practices on the overall performance of organizations has been a leading subject of research and the results have been encouraging, indicative of positive relationship between Human Resource practices and organizational effectiveness. Data was collected through personally administered questionnaire-based survey from 290 banking personnel of Pakistan. Structural equation modeling was used to examine the anticipated model. The results showed that some Human Resource Practices appear to be linked to internal customer satisfaction and organizational effectiveness. The implications for practitioners were to modify and emphasize certain human resource practices, and to emphasize the role of internal customers for organizational effectiveness enhancement. These findings revealed the importance of internal customers in enhancing employee morale, organizational commitment, employee productivity, turnover rate and the organization’s ability to attract talent.