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

    & 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...... 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....

  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......, 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....... 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...

  9. 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...

  10. 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...

  11. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

    Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  12. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

    Full Text Available Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  13. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  14. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

    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 sa...

  15. 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

  16. 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...

  17. 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-...

  18. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    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...

  19. Customer behaviour and student satisfaction

    Directory of Open Access Journals (Sweden)

    Enache, I. C.

    2011-01-01

    Full Text Available Having to overcome new challenges, the higher education institutions need to understand their customer behaviour. The students’ satisfaction is becoming an important objective for universities and society as the role of the tertiary level institution is being questioned. The aim of this paper is to provide a concrete marketing approach to the student satisfaction problem. The literature review section aims to present resources that deliver relevant and updated information about the marketing perspectives on student satisfaction. A short survey is developed in order to provide insights on student behaviour and student satisfaction.

  20. 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.

  1. 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...

  2. 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)

  3. 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

  4. 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...

  5. 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…

  6. 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...

  7. 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.

  8. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

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

    2002-01-01

    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...... loyalty, supermarket type and ownership structure is studied. The relationship between results after taxes and customer loyalty is documented.......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...

  9. 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. Acquisition organizations shall communicate with customers to determine how well the requirements...

  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...

  11. 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...

  12. 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...

  13. 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...

  14. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

    Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The ques...

  15. 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 ...

  16. Customer Satisfaction and Islamic Banking in Pakistan

    OpenAIRE

    Fouzia Ali; Hassan Raziq; Abdul Aleem; Shahrukh Latif; Arslan, M; Arsalan Shah Muhammad

    2011-01-01

    Purpose-The purpose of this research study is to focus on the customer satisfaction towards Islamic banking in Pakistan based on the different factors including service quality, product quality offered by Islamic banks, customer care level of Islamic banks, financial benefits given to its customers, competition with conventional banks, religion and market reputation. Methodology- This study will help to understand the level of satisfaction of customers regarding Islamic Banks. In this study d...

  17. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

    Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

  18. Measuring Customer Satisfaction with Public Schools.

    Science.gov (United States)

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  19. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

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

    2007-01-01

    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....... 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...

  20. 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...

  1. Customer satisfaction's metrics in service organizations

    DEFF Research Database (Denmark)

    Pantouvakis, A.; Krystallis, Athanasios

    -dimensional constructs and that those "quality" components together with convenience and cost form the overall satisfaction experienced by the customer. Practical Implications: The use of the proposed model allows the identification of important aspects of the quality and satisfaction concepts. It also enables managers...... to 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...... predictive ability to overall satisfaction. Finally, the relationship between the derived factors and socio-demographic characteristics is also examined. Findings: On the basis of the results presented qualitative and empirical evidence is provided that customer satisfaction and service quality are multi...

  2. 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.

  3. 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...

  4. 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....

  5. 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…

  6. The silent customers: measuring customer satisfaction in nursing homes.

    Science.gov (United States)

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  7. 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...

  8. Measuring customer satisfaction in food industry

    Directory of Open Access Journals (Sweden)

    Parisa Akhtari

    2015-03-01

    Full Text Available Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The questionnaire used in this paper has 10 questions on measure customer satisfaction. The results show that responders were satisfied with the visitors and delivery personnel and they were dissatisfied with the firm. In other words hypothesis 1 and 2 were accepted and hypothesis 3 was rejected.

  9. 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…

  10. 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...

  11. 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.

  12. 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...

  13. CUSTOMER SATISFACTION AND LOYALTY IN SPORT CENTERS

    Directory of Open Access Journals (Sweden)

    Hakan KATIRCI

    2011-08-01

    Full Text Available Meeting the demands of customer satisfaction is the one of the important tasks facing sport managers today. Researches have shown that satisfaction is a multi-dimensional concept. The aim of this study was to develop and standardize a scale for fitness centers which is measuring service quality and customer satisfaction, based on a sample of Turk population. Research was applied based on a sample of two hundred (N= 109 individuals, who were members of seven fitness centers in Eskişehir, Turkey. The results supported the multidimensionality of the concept of customer satisfaction and revealed the existence of five factors: atmosphere/access, communication, hygiene, cleanliness, facilities and personal.

  14. Customer satisfaction measurement using fuzzy neural network

    Directory of Open Access Journals (Sweden)

    Ayad Hendalianpour

    2014-04-01

    Full Text Available Investigating the Customer Satisfaction Measurement (CSM plays an important role in determining the range of customer needs and expectations resulting from delivered products or received services. In this research, a novel approach is proposed for measuring the customer’s satisfaction measurement. Due to ambiguity and lack of information related to evaluation criteria, in the proposed model, the customer feedbacks are considered as linguistic terms and due to the dominance of non –linear relations on behaviors and judgments of human, the result is obtained using a Fuzzy Neural Network. In continuation, roles of the fuzzy inference system for customer’s satisfaction are defined and determined for different conditions of customer’s judgments. Applicability of the proposed model has been successfully implemented through a case study for investigating the customer’s satisfaction on the basis of both qualitative and quantitative inputs.

  15. Job satisfaction of Asian Americans.

    Science.gov (United States)

    Weaver, C N; Hinson, S

    2000-04-01

    Since Asian Americans have demographic and labor force characteristics more similar to Euro-Americans than African Americans, one might predict that their job satisfaction would be more like the former than the latter. And, because Asian Americans originating from different countries are heterogeneous in language, culture, and recency of immigration, one might predict that they may report obtaining different amounts of satisfaction from their jobs. However, data from 21 nationally representative opinion surveys from 1972 through 1996 suggest the opposite. Asian Americans (n = 199) reported job satisfaction more like African Americans (n = 1,231) than Euro-Americans (n = 10,709), and Asian Americans from China (n = 53), Japan (n = 44), India (n = 55), and the Philippines (n = 47) reported similar job satisfaction. These differences persisted when age, education, occupation, and personal income were held constant.

  16. A Case of the Internal Marketing Strategy Making Customer Satisfaction

    OpenAIRE

    2016-01-01

    The director of Kawagoe gastroenterical hospital consider that medical service should be the most kindest service for customer. He values employee satisfaction to make customer satisfaction. It is considered key success factor of internal marketing and suggested process from employee satisfaction to customer satisfaction in this case.

  17. Measuring Customer Satisfaction on the Internet

    OpenAIRE

    Walczuch, R.M.; Hofmaier, K.

    2000-01-01

    Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was identified to be the appropriate approach to CS measurement. Prior research has also shown that during the research process, several points specific to CS measurements need to be accounted for. The Internet services currently ...

  18. Customer satisfaction: The role of transparency

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & 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...... 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....

  19. 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.

  20. Assessing customer satisfaction for improving NOAA's climate products and services

    Science.gov (United States)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

  1. 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.

  2. CUSTOMER SATISFACTION AND ITS DETERMINANTS : Case: Rex Hotel Saigon

    OpenAIRE

    Nguyen, Phuong-Thao

    2016-01-01

    Customer satisfaction is a core issue in customer services. Understanding customer satisfaction and its determinants is vital and essential in hospitality context. The aim of the thesis research was to help the commissioner – Rex Hotel Saigon to obtain a clear view of customer satisfaction and to understand characteristics of their target group. The thesis wishes to confirm whether customer satisfaction factors are similar with the results from previous researches and if there is any correlat...

  3. Customer satisfaction in the emergency department.

    Science.gov (United States)

    Worthington, Kelly

    2004-02-01

    Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

  4. 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.

  5. 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.

  6. 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

  7. Optimizing Terminal Delivery of Perishable Products considering Customer Satisfaction

    OpenAIRE

    Xuping Wang; Xiaoyu Sun; Jie Dong; Meng Wang; Junhu Ruan

    2017-01-01

    Freshness of products and timeliness of delivery are two critical factors which have impact on customer satisfaction in terminal delivery of perishable products. This paper investigates how to make a cost-saving vehicle scheduling for perishable products by maximizing customer satisfaction. Customer satisfaction is defined from the two aspects of freshness and time window. Then we develop a priority function based on customer satisfaction and use the hierarchical clustering method to identify...

  8. 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.

  9. 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.

  10. Measuring Customer Satisfaction. A Central Texas JTPA Study.

    Science.gov (United States)

    Angel, P. Linda

    A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were…

  11. Impact of Technical Support on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Natasa Gajic

    2015-10-01

    Full Text Available Technical support through co-creation of value in automotive paint processes and activities is essential to the success of paint manufacturing companies. This study aimed to explore the impact of technical support on customer satisfaction through value-in-use in the automotive paint market. A quantitative questionnaire survey involving a convenience sample of 169 respondents was used for data collection. The questionnaire design bore on the SERVPERF instrument with embedded value-in-use attributes. The data were analyzed by using SPSS 21 statistical methods exploratory factor analysis (EFA and multiple regression analysis (MRA. The findings of this study revealed that the key value-in-use attributes were relationship quality (trust, knowledge required for providing help in getting maximum product benefits, sharing of knowledge, and a range of product and service offerings that satisfy customer needs. Trust had the greatest impact on customer satisfaction. The results also revealed that service quality dimension assurance exerted the greatest positive impact on customer satisfaction.

  12. CUSTOMER SATISFACTION MEASUREMENT TOWARDS IDEA CELLULAR

    Directory of Open Access Journals (Sweden)

    Yousef Mehdipour

    2013-05-01

    Full Text Available Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is a collective outcome of perception, evaluation, and psychological reactions to the consumption experience with a product or service. This researcharticle investigated the attitude of Idea cellular customers to Idea services. All the customers of Idea cellular in Hyderabad city (Andhra Pradesh constituted the population. The sample of the study is 2000 customers that randomly selected. A questionnaire was developed and validated through pilot testing and administered to thesample for the collection of data. The researcher personally visited respondents, thus 100% data were collected.The collected data were tabulated and analyzed by SPSS. Results showed that majority of the respondents of Idea prefer post-paid service than to pre paid and largest segment of respondents are of idea then comes Cell one, Airtel and Vodafone. this study showed that most of the respondents need improvement in service. Majority of respondents gave an excellent rate for “Idea Cellular” services.

  13. 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...

  14. 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...

  15. Quality and customer satisfaction: A case study in Brazil

    Science.gov (United States)

    Barcellos, Paulo Fernando Pinto

    The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be

  16. Service Delivery and Customer Satisfaction in Nigerian Banks

    OpenAIRE

    FARAYIBI, Adesoji

    2016-01-01

    The study examined the impact of the quality of service delivery on customer satisfaction in the Nigerian banks using Ordinary Least Square (OLS) methodology. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. Empirical evidence also rev...

  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. 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 ...

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

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    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...... 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....

  20. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-10-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  1. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-11-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  2. 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...

  3. 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...

  4. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    Directory of Open Access Journals (Sweden)

    Deborah O. Aka

    2016-08-01

    Full Text Available This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aims to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

  5. Practice and Enlightenment of American Customer Satisfaction Index in Government Sector%美国顾客满意度指数在政府部门的实践与启示

    Institute of Scientific and Technical Information of China (English)

    郭政; 陈征洪

    2015-01-01

    本文介绍了美国顾客满意度指数的理论模型及其在政府部门和公共组织中的运用实践.本文对衡量和评价我国政府服务质量提供了有益的指导和借鉴,也有助于更好地促进政府公众满意度的改善.%This article describes the theoretical model of American Customer Satisfaction Index(ACSI)and its application in practice of the government departments and public organizations, not only providing a useful guide and reference for the measurement and evaluation of service quality of the Chinese government, but also helping the government to improve public satisfaction.

  6. 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...

  7. 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...... 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...

  8. Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

    Science.gov (United States)

    Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

    2003-02-01

    The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

  9. 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.

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

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2012-01-01

    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...... 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...... SERVQUAL. Furthermore, the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and consumer sentiment will be valuable additions to the EPSI Rating framework....

  11. Customer Satisfaction, Product Quality and Performance of Companies

    Directory of Open Access Journals (Sweden)

    Suchánek Petr

    2015-01-01

    Full Text Available This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereby in a well-performing business? Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. We managed to find a correlation between the main factors, although partial results were due more factors mostly statistically insignificant.

  12. 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...

  13. 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...

  14. Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh

    Directory of Open Access Journals (Sweden)

    Md. Rahman

    2014-06-01

    Full Text Available Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 282 samples have been collected through structured questionnaire; study reveals that service innovativeness, service reli- ability, service competitiveness and service consistency have significant influence on making customer satisfied and the operator’s network/signal coverage, pricing, offering, fulfillment of customer demand, value added service, brand value and op - erators contribution for society have insignificant influences on making customer satisfied at five percent level of significant at multiple regression analysis. On the basis of these findings; study concludes that in promoting customer satisfaction mobile service providers should be concerned for factors responsible for insignifi- cant influence on customer satisfaction and care of those factors have significant influence on promoting customer satisfaction in telecommunication industry in Bangladesh.

  15. 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.

  16. THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Mohamad Dimyati,

    2015-11-01

    Full Text Available This study aims to test the effect of a marketing communication on customer satisfaction; b marketing communication on customer loyalty; c customer satisfaction on customer loyalty; and d to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the study population. By using random sampling, 100 respondents were taken as the samples. Structural Equation Modeling (SEM was applied as the data analysis model. The result shows that: a marketing communication has a significantly positive effect on customer satisfaction; b marketing communication has a significantly positive effect on customer loyalty; c customer satisfaction has a significantly positive effect on customer loyalty; and d customer satisfaction has a very important role in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency

  17. 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.

  18. 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.

  19. 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.

  20. 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...

  1. Optimizing Terminal Delivery of Perishable Products considering Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Xuping Wang

    2017-01-01

    Full Text Available Freshness of products and timeliness of delivery are two critical factors which have impact on customer satisfaction in terminal delivery of perishable products. This paper investigates how to make a cost-saving vehicle scheduling for perishable products by maximizing customer satisfaction. Customer satisfaction is defined from the two aspects of freshness and time window. Then we develop a priority function based on customer satisfaction and use the hierarchical clustering method to identify customer service priority. Based on the priority, a multiobjective vehicle scheduling optimization model for perishable products is formulated to maximize customer satisfaction and minimize total delivery costs. To solve the proposed model, a priority-based genetic algorithm (PB-GA is designed. Numerical experiments and sensitivity analysis are performed to show the validity and advantage of our approach. Results indicate that PB-GA can achieve better solutions than traditional genetic algorithm. The improvement of customer satisfaction is higher than the decrease rate of total costs within a certain shelf life range, which reveals that the proposed method is applicable to the terminal delivery of perishable products.

  2. [Tangibles as predictors of customer satisfaction in sports services].

    Science.gov (United States)

    Mañas Rodríguez, Miguel A; Giménez Guerrero, Guadalupe; Muyor Rodríguez, José María; Martínez Tur, Vicente; Moliner Cantos, Carolina P

    2008-05-01

    This study investigates the power of tangible dimensions of service quality to predict customer satisfaction. For this purpose, we statistically controlled the effects of dimensions of service quality that describe social interaction between employees and customers, both functionally and relationally. A field survey was conducted with the participation of 556 customers of a sports centre. The results showed that tangible dimensions of service quality predicted an additional and significant amount of customer satisfaction variance, beyond the effects of service quality of the social interaction. The article concludes with the discussion of the implications of these results.

  3. Employee satisfaction as it relates to customer service.

    Science.gov (United States)

    Hall, F

    1998-02-01

    Employees are often the forgotten customer in health care organizations. Satisfied employees are productive employees, which leads to obtaining long-term satisfied customers. Negative employees can discourage customers and destroy the integrity of an organization's culture. Long-term customers are critical for the survival of health care organizations for the year 2000 and beyond. Excellent service will be the only differentiation between a good and an excellent health care company. The article describes the current status of employees satisfaction at Columbia Centennial Medical Center and steps to be taken toward increasing satisfaction in the future.

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

    DEFF Research Database (Denmark)

    Esbjerg, Lars; Grunert, Klaus G; Jensen, Birger Boutrup

    on 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...

  5. Life Satisfaction of the Elderly American Indian.

    Science.gov (United States)

    Johnson, Freddie L.; And Others

    1984-01-01

    Examines generally high life satisfaction of 58 elderly reservation American Indians and its relationship to selected internal and external environmental factors. Suggests that internal environmental variables may be useful indicators of life satisfaction and that subjective measures of life satisfaction may be more predictive of mental health…

  6. Social Security Administration - Overall Customer Service Satisfaction Data

    Data.gov (United States)

    Social Security Administration — This dataset provides data at the national level for overall satisfaction of customers who have used one of the main methods for conducting business with the agency:...

  7. 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.

  8. 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.

  9. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    OpenAIRE

    Deborah O. Aka; Oladele J. Kehinde; Olaleke O. Ogunnaike

    2016-01-01

    This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aims to provide insights into the st...

  10. 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.

  11. Applying Bayesian networks in practical customer satisfaction studies

    NARCIS (Netherlands)

    Jaronski, W.; Bloemer, J.M.M.; Vanhoof, K.; Wets, G.

    2004-01-01

    This chapter presents an application of Bayesian network technology in an empirical customer satisfaction study. The findings of the study should provide insight to the importance of product/service dimensions in terms of the strength of their influence on overall (dis)satisfaction. To this end we a

  12. 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.

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

    OpenAIRE

    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. Measuring Air Force Contracting Customer Satisfaction

    Science.gov (United States)

    2015-12-01

    firm’s market research budget (Olsen, Witell & Gustafsson, 2014). With all the research and popularity surrounding Customer Relationship Management ( CRM ... Customer Relationship Management CS Contracting Specialist DAU Defense Acquisition University DFARS Defense Federal Acquisition Regulation Supplement...AFSVA Air Force Services Activity AMC Air Mobility Command CE Civil Engineering CEM Customer Experience Management CO Contracting Officer COA

  15. Patient satisfaction: a customer service approach.

    Science.gov (United States)

    Marr, J; Greengarten, M

    1995-01-01

    In health care, as in any service business, monitoring quality is an important component. Patient satisfaction, despite its measurement difficulties, is an excellent gauge of the institution's ability to delivery quality service. As part of quality improvement activities, the Division of Neurosciences at the Toronto Hospital measured patient satisfaction on various validated dimensions, then attempted to identify which components of service provision were key in determining patients' overall levels of perceived satisfaction with care. Results indicated that much of perceived quality and satisfaction was explained by the dimension of care which included prompt response to needs, organization, efficiency of care and communication. The authors recommend focusing improvement efforts on activities with the greatest potential to influence patient satisfaction.

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

    NARCIS (Netherlands)

    Terpstra, M.; Verbeeten, F.H.M.

    2014-01-01

    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

  18. Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

    Directory of Open Access Journals (Sweden)

    Khayala Babayeva

    2016-12-01

    Full Text Available In modern economies, level of customer satisfaction is main indicator which intends to show organization’s position in comparison with its competitors. Determining customer satisfaction level allows any organization to detect the problems and gives a way in order to solve such issues. In this article, the aim is to measure the satisfaction level of Hyundai customers in Azerbaijan and for that a survey has been conducted. The research has been implemented on two basis: customer Satisfaction of Hyundai clients on a the car they drive; and b the service they have paid for repairing their car in the service center. Authors have developed confidence interval and hypothesis testing for each outcome from the survey. In addition to these, NPS level of Hyundai has been computed. Those figures help the authors to measure the real population’s satisfaction level. The results of the analysis claim that ultimate amount of customers are dissatisfied with car’s quality. Furthermore most of drivers’ satisfaction level of services which Hyundai provides is satisfactory.

  19. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Elis Ratna Wulan

    2016-02-01

    Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction. Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

  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. 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...... and Consumer Sentiment will be valuable additions to the EPSI Rating framework....

  2. 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...

  3. 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...

  4. 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...

  5. Measuring customer satisfaction: Evidence from digital library

    Directory of Open Access Journals (Sweden)

    Zahra Jafarzadeh Kermani

    2015-05-01

    Full Text Available 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.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction.

  6. 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.]....

  7. Customer Service: insourcing or outsourcing? An Analysis of Customer Satisfaction

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

    Nowadays customers have a growing knowledge of their strong decision purchase power and Consumer protection laws are very active. Therefore, Customer Service (CS) is assuming an important position inside the enterprises. This article is an attempt to verify if outsourcing interferes on Call Center customers’ perceived quality. An exploratory research was carried out considering 184 interviewers and 55 enterprises indicated by themselves. All results were treated by Statistical analysis techni...

  8. 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.

  9. 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...

  10. MEASURING THE CUSTOMER SATISFACTION OF ISLAMIC BANKING SECTOR IN BANGLADESH

    Directory of Open Access Journals (Sweden)

    Hossain Shahid SHOHROWARDHY

    2015-08-01

    Full Text Available The banking sector has been playing a significant role in achieving the economic growth of Bangladesh, where contribution of Islamic Banking Sector is remarkable. Islamic Banking Sector shows a substantial growth position in Bangladesh. Customer satisfaction is the most significant affecting phenomenon in determining the banking growth. Thus, this study attempts to measure the existing level of customer satisfaction of Islamic Banks in Bangladesh, using the Structural Equation Model (SEM. This study uses the 22 dimensions of customer satisfaction which used in the earlier studies in different countries for measuring the customer satisfaction of Islamic Banking Sector. A total of 385 samples have been taken from six full pledged Islamic Banks in Bangladesh. It reveals form the study that Human Resources and Systemization Service Delivery is the strongest indicator of customer satisfaction of Islamic Banking Sector in Bangladesh followed by Core Product, Service Capability and Social Responsibility. The findings therefore, may be helpful for policy-makers of banking authorities who have been making serious endeavor to sustain the growth of Islamic Banking Sector in Bangladesh.

  11. 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.

  12. The metaphor of patients as customers: implications for measuring satisfaction.

    Science.gov (United States)

    Hudak, Pamela L; McKeever, Patricia; Wright, James G

    2003-02-01

    The use of satisfaction surveys in health care reflects the current tendency to think metaphorically of patients as "customers." This article reflects critically on the logic underlying this metaphor because metaphors are integral to the meaning of concepts. We argue that because the metaphor works differently when considering satisfaction with the process of care and satisfaction with treatment outcome, there are theoretical reasons for assessing these concepts from different perspectives. It seems reasonable to ask patients to rate their satisfaction with the processes of care or services received (e.g., hospital food, the physical environment) in much the same way they would rate services received at a repair shop or restaurant. When evaluating satisfaction with treatment outcome, however, the customer metaphor is problematic because the body is made an object when it is conceived of as the repairable possession of a customer. We conclude that measures of satisfaction with treatment outcome should be based on the assumption that rather than having bodies, people are embodied. Hence, the validity of satisfaction with treatment outcome would be enhanced by questions about psychologic, social, and experiental aspects of treatment outcome.

  13. Product Offerings Testing through Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Tina Vukasovic

    2014-09-01

    Full Text Available 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 drugstore chain X The survey results have shown that X’s offer has not completely come up to the expectations of a smaller number of interviewees. In relation to the measuring ranks of consumer satisfaction defined, the greatest number of consumers has turned out to be satisfied with the product offer, whereas the percentage of those who find it excellent is smaller than the percentage of those who assess it as average.

  14. 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.

  15. Quality assessment in nursing home facilities: measuring customer satisfaction.

    Science.gov (United States)

    Mostyn, M M; Race, K E; Seibert, J H; Johnson, M

    2000-01-01

    A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities.

  16. 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…

  17. Measuring Customer Satisfaction in Higher Education.

    Science.gov (United States)

    Aldridge, Susan; Rowley, Jennifer

    1998-01-01

    A student satisfaction survey in a British college used input from the student charter and delivered questionnaires on paper at one campus (289 responses) and through an intranet at another (71 responses). Issues identified were embedded in the college's quality framework. (SK)

  18. 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...

  19. 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…

  20. 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

  1. 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... customers to evaluate our performance in providing services. Customer satisfaction surveys are...

  2. 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...

  3. [Customer and patient satisfaction. An appropriate management tool in hospitals?].

    Science.gov (United States)

    Pawils, S; Trojan, A; Nickel, S; Bleich, C

    2012-09-01

    Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.

  4. A new extension of dynamic simplex model for the public transport customer satisfaction

    OpenAIRE

    Cristina Bernini; Alessandro Lubisco

    2013-01-01

    The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer expectation influence the overall satisfaction over time? In order to answer to ...

  5. 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.

  6. Presentation and Model Review of Customer Relationship Management (Crm to Enhance Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Mojtaba Heravi

    2016-06-01

    Full Text Available After the Industrial Revolution, fundamental change in all aspects of trade and business appeared. The traditional strategy given replaced by new strategy and managers of commercial and production such as Electric Power Distribution Company (EPDC in order to compete to gain greater market share rather than product focused to customer centric have turned. The impact of customer satisfaction and loyalty in increasing of profitability have motivated for organizations up to customer relationship management (CRM as an important instrument to find trends. More review and knowledge discovery are provides useful information and better understanding for EPDC manager’s in the field of CRM on how to deal with customers. For this reason, in this paper, presentation and model review of CRM has been to enhance customer satisfaction and loyalty in EPDC. The results showed that behavior of employees, quality of service and products, and the development of communication, have been positive and significant impact on customer satisfaction and loyalty, but interactive management on customer satisfaction and loyalty will not have much impact.

  7. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer`s Loyalty: An Evidence from Telecommunication Sector

    OpenAIRE

    Raja Irfan Sabir; Muhammad Irfan; Muhammad Arslan Sarwar; Binesh Sarwar; Naeem Akhtar

    2013-01-01

    All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty in Telecommunication sector of Pakistan. All Telecom service provi...

  8. Reporting customer satisfaction in the annual reports

    OpenAIRE

    Sajjad, Afra

    2007-01-01

    The importance of intangible assets as important value drlvers and critrcal success factors has increased in the customer centric world of today. Despite the importance of the intangible assets, intangible assets other than purchased goodwill are generally not recognised in the financial statements. Thls has resulted in declining relevance and declsion usefulness of corporate annual reports to the users of annual reports There have been suggestions for disclosure of intangrbie assets m the an...

  9. 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.

  10. 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

  11. 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.

  12. 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…

  13. 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

  14. 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.

  15. Customer-oriented medical records can promote patient satisfaction.

    Science.gov (United States)

    MacStravic, R S

    1988-04-01

    The customer-oriented medical record helps promote patient satisfaction by providing a mechanism to monitor and document quality of care from the patient's perspective. Information that should be contained in the record includes the following: Personal and family information. Reasons for selecting the provider. Reasons for patient visit. Patient requests and responses thereto. Provider and staff observations. Patient feedback. Summaries of previous visits. Record of progress made. In addition to promoting patient satisfaction, the customer-oriented medical record provides a data base for analyzing the current market that can be used in designing marketing communications to attract new patients. It also contributes to provider success by reminding care givers of their commitment to patient satisfaction, motivating them to be sensitive to patients' needs and expectations, and helping them to personalize the care experience.

  16. 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.

  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. 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....

  19. 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.

  20. 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.

  1. 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.

  2. 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...

  3. Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology

    OpenAIRE

    M. S. Krishnan; Venkatram Ramaswamy; Meyer, Mary C.; Paul Damien

    1999-01-01

    In this paper, we study the drivers of customer satisfaction for financial services. We discuss a full Bayesian analysis based on data collected from customers of a leading financial services company. Our approach allows us to explicitly accommodate missing data and enables quantitative assessment of the impact of the drivers of satisfaction across the customer population. We find that satisfaction with product offerings is a primary driver of overall customer satisfaction. The quality of cus...

  4. 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.

  5. 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)...

  6. 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:...

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

    Science.gov (United States)

    2010-07-06

    ...; Generic Clearance for Customer Satisfaction Research AGENCY: U.S. Census Bureau. ACTION: Notice. SUMMARY... Bureau is requesting an extension of the generic clearance to conduct customer satisfaction research... on feedback from its various customer satisfaction research efforts. Each research design is...

  9. 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...

  10. 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... States Mint products, and to determine the level of satisfaction of United States Mint customers and...

  11. 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... behalf of customers in satisfaction of claims pursuant to section 7(b)(1) of the Act. (f) In no...

  12. 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...

  13. 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... States Mint products, and to determine the level of satisfaction of United States Mint customers and...

  14. 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 :...

  15. 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.

  16. 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.

  17. 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

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

    Directory of Open Access Journals (Sweden)

    Charles Makanyeza

    2016-03-01

    Full Text Available 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, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.Main findings: It was established that the customer category (residential versus business does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business when managing service quality to achieve customer satisfaction.Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.

  19. 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.

  20. The Impact of Internal Marketing on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Moghadam

    2016-12-01

    Full Text Available This research is trying to determine the impact of internal marketing on customer satisfaction and loyalty in Global Distribution of Bunny Chow of Qazvin Branch. The research type was applied research in terms of goal and descriptive-survey research in terms of nature. Sampling methods were census type for staffs and available non- probability for customers. It was used questionnaire to collect data. It was used Cronbach's Alpha to assess reliability of questionnaire. To test questions of the research and to obtain the results, normality of data has been tested by Kolmogorov-Smirnov test. It was used descriptive statistics to analyze hypothesis testing, one-sample t-test to determine the situation of variables, linear regression and hierarchical regression to test hypothesis, and analysis of variance to prioritize variables. Findings showed that all factors of internal marketing have positive and significant effect on customer loyalty and customer satisfaction intervenes with the impact of service quality on customer loyalty. According to the results, priority of internal marketing factors was employees' empowerment, continuous education, employee involvement, reward system, job security, and share information, respectively.

  1. 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.

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

    OpenAIRE

    Hesselink, M.; 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 will be shown. After the literature part of the paper some practical research will be presented. A Dutch Flexcompany introduced the instrument Mystery Shopping in addition to the already used meas...

  3. An empirical research on customer satisfaction study: a consideration of different levels of performance.

    Science.gov (United States)

    Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

  4. METHODS FOR MEASURING CUSTOMER SATISFACTION IN THE DESIGN PROCESS

    Directory of Open Access Journals (Sweden)

    Mirko Đapic

    2007-09-01

    Full Text Available In the design process, the designer makes decisions under uncertainty, contradiction and ignorance conditions. Are these decisions correct and to what extent? How much do they influence customer's satisfaction? These are only some of the questions the designers face all time. These dilemmas appear more in early phases of the design process. The explicit objectives of this paper is improvement of design decision making process in such a way that in same time when designer made a decision he or she show result that decision on customer satisfaction. In order to solve above problems, the paper describes the method, which enables integrated use of the axiomatic approach to designing, and the Taguchi method of robust design. This approach implies the modelling of the development process as an evidence-reasoning network based on uncertain evidence described via belief functions of (Dempster - Shafer theory. The paper starts with base concept of belief functions and valuation based system or evidential reasoning system for representation and reasoning based on uncertainty. After that we introduce coefficient of relative decrease of uncertainty in design process and new graphical representation of system architecture - the evidence networks. On the end we presents a method for measuring customer satisfaction in the design process in uncertainty condition using evidence networks.

  5. 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.

  6. Privately Provided Accommodation Service Quality and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Joshua Mugambwa

    2016-04-01

    Full Text Available Privately provided accommodation is a growing service in Uganda’s higher education sector due to education liberalization and demand for education. This research took a case study of Nsamizi Training Institute of Social Development (NTISD to determine the relationship between privately provided accommodation service quality and customer satisfaction. Specifically, the objectives of the study were (a to find out the relationship between security and NTISD students’ satisfaction with privately provided accommodation, and (b to find out the hierarchical level of importance of NTISD student satisfaction of the three service quality dimensions (reliability, security, and tangibles with privately provided accommodation. Using quantitative and qualitative modes of data analysis and a sample of 300 students from 20 private hostels, this study established a strong positive significant relationship between security and satisfaction regarding privately provided accommodation. This implies that accommodation service providers should increase the quality of security so as to increase the satisfaction of students regarding privately provided accommodation. The study established the hierarchical order of importance from the most important service quality dimension, respectively, as follows: reliability, security, and tangibles. Therefore, private accommodation service managers should pay extra attention to the dimensions in the same order.

  7. 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.

  8. 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.

  9. MEASUREMENT OF CUSTOMER SATISFACTION AND LOYALTY AS A BASE FOR COMPANY SUCCESS IN THE COMPETITIVE ENVIRONMENT

    Directory of Open Access Journals (Sweden)

    KAROLINA ILIESKA

    2016-02-01

    Full Text Available Many companies have started to measure customer satisfaction and loyalty in order to become more customer - oriented and to improve performance. This information is very useful as companies are working in increasingly competitive environments. As measuring customer satisfaction and loyalty is a relatively new undertaking, companies usually have to learn from their own mistakes. This paper is focused on general concepts of customer satisfaction and loyalty and some principles of their measuring.

  10. 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.

  11. Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

    Energy Technology Data Exchange (ETDEWEB)

    Anderson, Dale N.; Sours, Mardell L.

    2000-03-20

    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. We present the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of 2 major sections, Strategic Value and Project Performance. The Strategic Value section of the questionnaire consists of 5 questions that can be answered with a 5 point Likert scale response. These questions are designed to determine if a project is directly contributing to critical future national needs. The Project Performance section of the questionnaire consists of 9 questions that can be answered with a 5 point Likert scale response. These questions determine PNNL performance in meeting customer expectations. Many approaches could be used to analyze customer survey data. We present a statistical model that can accurately capture the random behavior of customer survey data. The properties of this statistical model can be used to establish a "gold standard'' or performance expectation for the laboratory, and then assess progress. The gold standard is defined from input from laboratory management --- answers to 4 simple questions, in terms of the information obtained from the CSAP customer survey, define the standard: *What should the average Strategic Value be for the laboratory project portfolio? *What Strategic Value interval should include most of the projects in the laboratory portfolio? *What should average Project Performance be for projects with a Strategic Value of about 2? *What should average Project Performance be for projects with a Strategic Value of about 4? We discuss how to analyze CSAP customer survey data with this model. Our discussion will include "lessons learned" and issues that can invalidate this type of assessment.

  12. Customer satisfaction assessment at the Pacific Northwest National Laboratory

    Energy Technology Data Exchange (ETDEWEB)

    DN Anderson; ML Sours

    2000-03-23

    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.

  13. 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.

  14. Investigating the effect of relationship marketing aspects on customer satisfaction (Case Study: Boroujerd textile factory

    Directory of Open Access Journals (Sweden)

    Emadldin Hezavehi

    2016-09-01

    Full Text Available In this paper was investigated the effects relationship marketing on customer loyalty and satisfaction.By a 5-point questionnairewere collected Experts and customers opinion in Borujerd textile factory.Then, using statistical methods,significantly and accuracy of Questionnaire was confirmed. Using regression and Kolmogorov-Smirnov test the relationship between independent and dependent variables were examined.Interaction and communication factors have a significant impact on customer satisfaction, alsobonding and empathy dimensions have moderate sensitivity on customer satisfaction. And dimensions of commitment and common values showedlow relatively impact on customer satisfaction.

  15. 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

  16. 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.

  17. 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... HUMAN SERVICES National Institutes of Health Submission for OMB Review; Comment Request; Customer...

  18. Customer satisfaction in the observation unit of the Emergency Room

    Directory of Open Access Journals (Sweden)

    Monica Cirone

    2009-04-01

    Full Text Available An investigation on the customer satisfaction is not of easy application in an emergency department. The application of an appropriate procedure implies several problems, which are mainly related to the short time hospitalization of some patients, the severity of some clinical conditions and the differences in the knowledge of heath problems between patients. The Authors report the results of a simple questionnaire that was submitted for a three-months period to patients admitted to the Observation Unit of the Emergency Room. Patients’s comments are considered and discussed by nurses and physicians which are in charge of the Observation Unit.

  19. 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.

  20. The Influence Of Customer Satisfaction Towards Brand Loyalty Among Women Gadget User From Apple Brand

    OpenAIRE

    Silaen, Serefhy Meilani

    2016-01-01

    This study aims to determine The influence of Customer satisfaction towards Brand loyalty among women gadget user from apple brand. Subjects in this study were 100 female consumer from apple brand who make repurchases minimum 3 times. Subjects were obtained by purposive sampling technique. This study used customer satisfaction scale based on the theory from Susanto and Wijanarko (2004). It also includes theories about the elements of customer satisfaction by Wilkie (1994). Brand loyalty scale...

  1. 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...

  2. Measuring customer satisfaction on perceived service quality : case mobile telecommunications service of Bouygues Telecom, France

    OpenAIRE

    Nguyen, Thien Phuc

    2014-01-01

    The incessant development of service industries always predisposes customers to their new level of satisfaction. Gaining customer satisfaction is one of the key factors that help companies remain competitive and sustainable. Therefore, measuring customer satisfaction is a perpetual topic conducted by many marketers, as well as researchers from time to time. The objectives of this thesis are to elucidate customers’ perceptions regarding mobile telecommunication services in French mobil...

  3. 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.

  4. 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...

  5. Moderating effect of nurses' customer-oriented perception between organizational citizenship behaviors and satisfaction.

    Science.gov (United States)

    Chang, Ching Sheng; Chang, Hae Ching

    2010-08-01

    This study investigates whether organizational citizenship behaviors enhance job satisfaction among nursing personnel, while exploring whether customer-oriented perception has a moderating effect between nursing personnel's organizational citizenship behaviors and job satisfaction.The authors used a cross-sectional survey sent to 500 nurses with 232 valid responses. According to the research findings, nurses' organizational citizenship behaviors have a positive and significant influence on job satisfaction. Results also indicated that the moderating effect of nurses' customer-oriented perception on the relationship between their organizational citizenship behaviors and job satisfaction was stronger for high customer-oriented perception than it was low customer-oriented perception.

  6. Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India

    Directory of Open Access Journals (Sweden)

    Shibashish Chakraborty

    2014-12-01

    Full Text Available The Indian market of mobile network providers is growing rapidly. India is the second largest market of mobile network providers in the world and there is intense competition among existing players. In such a competitive market, customer satisfaction becomes a key issue. The objective of this paper is to develop a customer satisfaction model of mobile network providers in Kolkata. The results indicate that generic requirements (an aggregation of output quality and perceived value, flexibility, and price are the determinants of customer satisfaction. This study offers insights for mobile network providers to understand the determinants of customer satisfaction.

  7. 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.

  8. 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...

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

    OpenAIRE

    Şirvan Şen Demir

    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 (...

  10. THROUGH THE EYE OF THE CUSTOMER : A STUDY OF HOW CORPORATE BRAND IMAGE IMPACT CUSTOMER LOYALTY AND CUSTOMER SATISFACTION IN THE TRAVEL INDUSTRY

    OpenAIRE

    Ekorn, Stephanie; Khan, Silvia

    2014-01-01

    An important question in today’s research on marketing is in what way a company can influence how customers perceive their brand and in what way they can facilitate customer retention. The aim with this paper is to research the impact the corporate brand image has on customer satisfaction and customer loyalty within the travel industry to further the understanding of how branding activities influence customer preferences. By using a survey with an experimental design, where corporate brand im...

  11. 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....

  12. A new extension of dynamic simplex model for the public transport customer satisfaction

    Directory of Open Access Journals (Sweden)

    Cristina Bernini

    2013-05-01

    Full Text Available The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer expectation influence the overall satisfaction over time? In order to answer to these questions, we propose a new extended dynamic version of LISREL model and we evaluate its performance on pseudo-panel data, built on the Customer Satisfaction of Tram Surveys conducted by the Faculty of Statistical Sciences for the Tram Agency of public transport in Rimini in the period 2000 to 2004.

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

    OpenAIRE

    Md. Motaher Hossain; Nusrat Jahan Suchy

    2013-01-01

    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. T...

  14. Management of relationship between customer satisfaction and services in hotel industry in Prishtina

    Directory of Open Access Journals (Sweden)

    Dr.Sc. Shpresa Reshidi

    2016-01-01

    Full Text Available Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina. In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry. The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services. Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

  15. 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.

  16. 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.

  17. 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…

  18. 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...

  19. 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...

  20. 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... review and approval. Proposed Collection: Title: Generic Clearance for Voluntary Partners and Customers Satisfaction Surveys: Extension. The information collected in these surveys will be used by the Center...

  1. 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-...

  2. 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...

  3. 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...

  4. 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:...

  5. 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.

  6. 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....

  7. 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...

  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. Change leadership behaviors to change performance results: the foundation of top customer satisfaction.

    Science.gov (United States)

    Sherman, Stephanie G

    2002-01-01

    Raising customer satisfaction in health-care organizations has been a priority for the past 5 years or more. Articles and books continue to be written on the topic and speeches and presentations are given to eager audiences of professionals who have a deep desire to improve customer satisfaction. Yet research indicates that customer satisfaction, on average, in the health-care industry barely has improved. This column will examine why some organizations, using the same best practice techniques and approaches for top customer satisfaction, achieve wonderful results as most others achieve meager results, at best. The answer to achieving top customer satisfaction lies in the leadership of the organization. When leaders change their thinking and behaviors, results will change.

  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. Customer Satisfaction for Cellular Phones in Pakistan: A Case Study of Mobilink

    Directory of Open Access Journals (Sweden)

    Shakir Hafeez

    2010-07-01

    Full Text Available Customer satisfaction is a crucial element for the success of all businesses. One of the biggest challenges for a market is how to satisfy and retain the customers. The purpose of this study is to find the level of satisfaction and loyalty among the users of cellular phones. This study is based on Mobilink’s prepaid customers. The findings suggest that overall customer satisfaction and customer loyalty is comparatively low among the customers of Mobilink. The Customer loyalty in Pakistan’s mobile sector is relatively low because it is an emerging industry, new players are entering in this market and customers are more fascinated to try the new service providers. However it is expected that when the industry will be well established, the results will be more comparable to other studies.

  12. 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

  13. The efficacy of staff training on improving internal customer satisfaction in a rural health setting.

    Science.gov (United States)

    Hartley, R; Turner, R

    1995-09-01

    The NSW Health Department is 3 years into its customer satisfaction initiative. North West Health Service, one of the largest rural health districts, was among the first centres to embrace the customer satisfaction philosophy starting with compulsory training of all staff. This paper reports on changes in staff morale (internal satisfaction) as a result of that training. The data suggest that training per se has had minimal effect and argues for management development, particularly regarding leadership, rather than fiscal skills.

  14. 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.

  15. 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.

  16. Role of social media in retail network operations and marketing to enhance customer satisfaction

    OpenAIRE

    Ramanathan, U; Subramanian, N.; Parrott, G

    2016-01-01

    Purpose: The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations and marketing approaches that will improve loyalty by adding value to customers. Furthermore, the relationship between customer satisfaction and customer spending behaviour is very weak and needs furt...

  17. 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...

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

    OpenAIRE

    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...

  19. 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...

  20. 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...

  1. Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

    Directory of Open Access Journals (Sweden)

    Marshellina Marshellina

    2013-11-01

    Full Text Available This study aims to look at the influence and how much the influence of e-CRM (X1 and Quality of Service (X2 for Customer Satisfaction (Y that impact on Customer Loyalty (Z at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

  2. 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...

  3. 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.

  4. 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…

  5. An Approach for Customer Satisfaction: Evaluation, Validation and Modeling By A Markov Chain

    Directory of Open Access Journals (Sweden)

    Amina EL KEBBAJ

    2015-01-01

    Full Text Available The main objective of this work is to develop a practical approach to improve customer satisfaction, which is generally regarded as the pillar of customer loyalty to the company. Today, customer satisfaction is a major challenge. In fact, listening to the customer, anticipating and properly managing his claims are stone keys and fundamental values for the company. From a perspective of the quality of the product, skills, and mostly, the service provided to the customer, it is essential for organizations to differentiate themselves, especially in a more competitive world, in order to ensure a higher level of customer satisfaction. Ignoring or not taking into account customer satisfaction can have harmful consequences on both the economic performances and the organization’s image. For that, it is crucial to develop new methods and have new approaches to the problematic customer dissatisfaction, by improving the services quality provided to the costumer. This work describes a simple and practical approach for modeling customer satisfaction for organizations in order to reduce the level of dissatisfaction using the decisional prediction that allows companies to anticipate and adapt to future changes in their environment to be able to make the best decisions to ensure their sustainability. This approach respects the constraints of the organization and eliminates any action that can lead to loss of customers and degradation of the image of the organization. The problem is mathematically modeled by a Markov chain and practical examples to illustrate the work are given.

  6. 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 in the retailing literature. Second, the framework synthesizes and integrates multiple central concepts from different research streams into a common framework for analyzing shopping trip satisfaction. Propositions are derived regarding the relationships among the different concepts...

  7. 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.

  8. 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

  9. 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.

  10. 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.

  11. 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

  12. Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill.

    Science.gov (United States)

    Mayer, T A; Cates, R J; Mastorovich, M J; Royalty, D L

    1998-01-01

    Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. This study investigates the effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level I trauma center. Analysis of patient complaints, patient compliments, and a statistically verified patient-satisfaction survey indicate that (1) all 14 key quality characteristics identified in the survey increased dramatically in the study period; (2) patient complaints decreased by over 70 percent from 2.6 per 1,000 emergency department (ED) visits to 0.6 per 1,000 ED visits following customer service training; and (3) patient compliments increased more than 100 percent from 1.1 per 1,000 ED visits to 2.3 per 1,000 ED visits. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse, and overall satisfaction. These results show that clinically focused customer service training improves patient satisfaction and ratings of physician and nurse skill. They also suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome.

  13. 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.

  14. 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.

  15. 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...

  16. PERCEPTION OF CUSTOMER SATISFACTION AND HEALTHCARE SERVICE QUALITY IN THE CONTEXT OF BANGLADESH

    Directory of Open Access Journals (Sweden)

    M. Ahsan Akhtar Hasin

    2011-09-01

    Full Text Available Purpose - Healthcare service quality and customer satisfaction have been a major research issue over the decade. Customer satisfaction ha s been measured by different researchers under varied environment. A s environment varies, desires of customers and the perception of satisfaction vary. As a result, a major issue is to define the complex nature of customer satisfaction under varied environment. On the other hand, a compromising trade-off is required in operational cost in the wake of increase in cost t o uplift service quality. This research addressed the issue from the context o f Bangladesh. Design/methodology/approach - This research used SERVQUAL, which is a very powerful tool to measure service quality. The study utilized the benefit of hierarchical nature of satisfaction. Service quality was analyzed fro m customers' view point, as well as the service providers, such as doctor s nurses, etc. Finally hypothesis tests we re performed to investigate into the possibility of relationships among the affecting quality parameters and the output service. This analysis was based on customer's perception, as well a s expectation. Findings - The research found the values of service quality parameters, such as tangibles, doctoral service, nursing, infrastructure and management. Th e established fact of dependence of perception of quality on culture has bee n proved once again. The relationship among conflicting parameters were also found using hypothesis testing. Although the study was conducted in the context o f Bangladesh, the analysis procedure is well applicable to other countries. Originality/value - The study proved that the hierarchical nature o f satisfaction can well be analyzed using the powerful tool of SERVQUAL. Th e dependence of customer satisfaction on service quality has been assumed t o be a function of market segmentation and customer perception. This result can guide many of the future research works in further analysis of

  17. 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...

  18. 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.

  19. 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

  20. The effects of high custom made shoes on gait characteristics and patient satisfaction in hemiplegic gait

    NARCIS (Netherlands)

    Eckhardt, Martine M.; Mulder, Mascha C. Borgerhoff; Horemans, Herwin L.; van der Woude, Luc H.; Ribbers, Gerard M.

    2011-01-01

    Objective: To determine the effects of a temporary high custom made orthopaedic shoe on functional mobility, walking speed, and gait characteristics in hemiplegic stroke patients. In addition, interference of attentional demands and patient satisfaction were studied. Design: Clinical experimental st

  1. The effects of high custom made shoes on gait characteristics and patient satisfaction in hemiplegic gait

    NARCIS (Netherlands)

    Eckhardt, Martine M; Mulder, Mascha C Borgerhoff; Horemans, Herwin L; van der Woude, Lucas; Ribbers, Gerard M

    2011-01-01

    OBJECTIVE: To determine the effects of a temporary high custom made orthopaedic shoe on functional mobility, walking speed, and gait characteristics in hemiplegic stroke patients. In addition, interference of attentional demands and patient satisfaction were studied. DESIGN: Clinical experimental st

  2. [2011 Shanghai customer satisfaction report of DSA/X-ray equipment's after-service].

    Science.gov (United States)

    Li, Bin; Qian, Jianguo; Cao, Shaoping; Zheng, Yunxin; Xu, Zitian; Wang, Lijun

    2012-11-01

    To improve the manufacturer's medical equipment after-sale service, the fifth Shanghai zone customer satisfaction survey was launched by the end of 2011. The DSA/X-ray equipment was setup as an independent category for the first time. From the survey we can show that the DSA/X-ray equipment's CSI is higher than last year, the customer satisfaction scores of preventive maintenance and service contract are lower than others, and CSI of local brand is lower than imported brand.

  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 cont...

  5. 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...

  6. 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.

  7. 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.

  8. 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.

  9. 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.

  10. 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.

  11. 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

  12. [Customer satisfaction study in two roman hospitals: comparison between "cook & serve" and "cook & chill"].

    Science.gov (United States)

    Perata, E; Ferrari, P; Tarsitani, G

    2005-01-01

    We studied patient's satisfaction rate for hospital dishes comparing "cook & chill" method with "cook & serve". As principal instrument we used a comparative questionnaire, anonymous and self-compiled, which is able to evaluate the differences of customer satisfaction's rate between the two methods.

  13. 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…

  14. 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…

  15. Customer Satisfaction and Loyalty: A Study of Interrelationships and Effects in Nigerian Domestic Airline Industry

    Directory of Open Access Journals (Sweden)

    Rahim A. Ganiyu

    2017-03-01

    Full Text Available The debate concerning the interrelationships and effects between customer satisfaction and loyalty has been tossed back and forth, without a consensus opinion. This study examines the linkages between customer satisfaction and loyalty in Nigerian domestic airline industry. The study adopted correlation research design to elicit information via questionnaire from 600 domestic air passengers drawn through convenience sampling technique. The data obtained from the respondents were analysed with Pearson correlation analysis, linear regression, and One-way analysis of variance. Based on 383 completed data, the results provide support for the association and influence of customer satisfaction on customer loyalty. The study also found out that frequent air travelers displayed more loyalty tendency towards airline carriers compared to non-frequent air passengers. On the basis of aforementioned findings, the study concludes that customer satisfaction is extremely important in building and enhancing customer loyalty. Therefore, airline carriers should implement strategies that will guarantee long-term relationship with air travellers by offering service quality that will meet and exceeds their expectations and by extension customer satisfaction.

  16. The Relationship between Pharmaceutical Services and Satisfaction of Customers Accessing Pharmacy Services in Denpasar

    Directory of Open Access Journals (Sweden)

    Eka Arimbawa

    2015-04-01

    Full Text Available Background and purpose: Pharmacetical care has been shifted from product or drug oriented paradigm into patient oriented to ensure that every custumer will be able get the most effective medication. This research aimed was to explore the relationship between pharmaceutical services and satisfaction of customers accessing the pharmacy services in Denpasar. Methods: This research was analytic study using cross sectional design. The sample consists of 116 customers taken from 20 pharmacies at Denpasar. Data was collected using self-administered questionnaires. Data was analyzed using logistic regression. Results: The analysis indicated that the level of customer satisfaction was 46.55%. There was a significant relationship between pharmacy appearance (OR=12.819, 95%CI: 2.791-58.870, drug information services (OR=16.157, 95%CI: 3.279-79.620, the availability of drugs (OR=6.811, 95%CI: 1.571-29.460, and speed of service (OR=43.432, 95%CI: 7.197-262.095 with satisfaction levels of customers. Conclusion: It is recommended that there is an upgrade of facilities in order to enhance customer satisfaction including an increase in staff numbers attending to customers that are able to provide adequate information so as to optimize service provision. Keywords: pharmaceutical services, customer satisfaction, pharmacy, Denpasar

  17. 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.

  18. 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...

  19. 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.

  20. Innovation Perception in the Services Context and its Influences on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Nicoli Wanderley Amaral

    2013-03-01

    Full Text Available Customer satisfaction and loyalty are managerial benefits that are strategic objectives of most firms. The marketing services literature suggests some predictors for these benefits; however there are still some gaps in the research. This paper investigates the perceived innovation of customers in the services context as a predictor of satisfaction and loyalty. The collected data were analyzed by statistical tests, including structural equation modeling, and the results indicate strong bonds between perceived innovation, satisfaction, and loyalty.  DOI: 10.5585/remark.v12i1.2482  

  1. 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.

  2. 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.

  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. 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.

  5. 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.

  6. 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.

  7. 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.

  8. CUSTOMER SATISFACTION TOWARDS ORDER PROCESSING, QUOTATION PROCESSING AND SUPPLY IN JINDAL INDUSTRIES

    OpenAIRE

    Dalbir Singh; M. R. P. Singh

    2014-01-01

    Customer satisfaction is essential to business success. Satisfied customers do more business with you more often. They purchase more each time, and they purchase more often. They also refer their family and friends to you. When you sell more, your profits are greater. If your customer is not satisfied, he or she will stop doing business with you. All the things you do to achieve quality and provide excellent service are not important at all if you do not work to satisfy the customer. Customer...

  9. 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”.

  10. 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 ...

  11. 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...

  12. Towards e-Government: End-User Satisfaction with IT Implementation at Royal Malaysian Customs

    OpenAIRE

    Abbul Hamid Abu Bakar; Chong Siong Choy; Binshan Lin; Najmi Mohd Radzi

    2014-01-01

    This paper examines the extent of end-user satisfaction on the service delivery process by the Royal Malaysian Customs (RMC) as the agency moves toward implementing electronic government (e-government) initiatives. The RMC has in fact been identified as one of the prominent and technology-pioneering government agencies in the country and therefore suitable for delivering electronic public services. Data were collected in mid-2009 from two types of customers, i.e., internal (Customs officers) ...

  13. Keeping the customer satisfied: issues in the interpretation and use of patient satisfaction surveys.

    Science.gov (United States)

    Scott, A; Smith, R D

    1994-12-01

    Patient satisfaction and customer focus are increasingly important objectives set for health services. The patient satisfaction survey is becoming the main method of assessing this aspect of health care. In competitive environments, those institutions that show that they respond to consumers' needs are in a better position to attract funding. The use of patient satisfaction surveys in quality assurance-type activities is also increasing. In these contexts, however, the way in which patient satisfaction surveys should be interpreted and used to maximise the satisfaction of patients has received little critical attention. Problems in interpreting the results of satisfaction surveys arise from the weak conceptual foundation of patient satisfaction, which has been well documented in the literature. The objective of this paper is to show that using current formulations of patient satisfaction surveys in quality assurance-type activities and competitive environments may not lead to the maximisation of patients' satisfaction with health services. If the satisfaction of patients is to be maximised then it is necessary to extend the current conceptual basis of patient satisfaction to recognise explicitly the decision-making contexts in which the results will be used. This paper identifies the manner by which this extension should occur by considering some of the problems and pitfalls of interpreting and using the results of surveys to maximise patients' satisfaction.

  14. 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.

  15. 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.

  16. 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...

  17. Assessing the Impacts of Learning Capacity on Employee and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    H Salehi

    2005-10-01

    Full Text Available This paper examines the relationship of learning organization variables with job satisfaction, organizational commitment and customer satisfaction among employees of health insurance organizations in the context of Iran. This study was conducted in three health insurance organizations. Two hundred sixty five employees and 1220 customers were randomly and proportionally selected, with a response rate of 80% for employees and 70 % for customers. The Job Satisfaction and organizational commitment instrument used all Items of G.H.Shwepker [2001] questionnaires for JS&OC (job satisfaction and organizational commitment .The dimensions of learning organization questionnaire (DLOQ of Watkins and Marsik [1997,2001,2003] was used to measure the state of development of three health insurance organizations in terms of learning organization dimensions. A third questionnaire was used with an eleven elements (developed by the researcher to assess customer satisfaction. In terms of reliability analysis for all the three questionnaires, a Test-R-Test was used to test external reliability and Alpha Cronbach for internal consistency. In addition to content and face validity, construct validity was confirmed through confirmatory factor analysis, correlation statistics, and inferential statistics ANOVA (Kruskal Wallis Test and t-test, were used to asses the relationships among the factors. Job satisfaction was found to be moderately and positively correlated to organizational commitment and positively and moderately to learning organization dimensions. Organizational commitment is positively and weekly correlated to learning organization dimensions. The result of Kruskal Wallis Test shows that the organization with higher mean ranks scores in most of it’s Learning organizations factors has higher result and significantly different result in terms of customer satisfaction in all CS (customer satisfaction scales and subscales.

  18. 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.

  19. 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.

  20. 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.

  1. 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.

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

    Directory of Open Access Journals (Sweden)

    Garima Malik

    2015-12-01

    Full Text Available 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.

  3. 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…

  4. 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.

  5. 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.

  6. 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.

  7. The Impact of Service Quality on Customer Satisfaction in a Hotel Industry: Case Company - A&E GmbH

    OpenAIRE

    Gavrilova, Elena

    2017-01-01

    Nowadays customer satisfaction often becomes a subject of interest for researchers and company management. The importance of customers in business processes makes it vital for every company to constantly monitor its customers’ satisfaction. As a hospitality industry is based on offering accommodation, it makes this industry one of the most important branches of tourism. The higher the level of customer satisfaction of the guests, the more successful the hospitality business is. This parti...

  8. 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.

  9. Identifying and prioritizing the factors effective in customer satisfaction using the TOPSIS method

    Directory of Open Access Journals (Sweden)

    H Forougozar

    2014-01-01

    Full Text Available Introduction: Customer satisfaction has been suggested as one of the interesting and challenging issues of management in the new millennium. In addition, oral and dental health and the quality of the services the health centers delivered to the patients directly affect the customer satisfaction. Therefore, the present study aimed to identify, investigate, and rank the factors affecting the customer satisfaction in the department of dentistry of Shiraz Farhangiyan health center. Method: The present descriptive study was conducted on the specialists and patients of the department of dentistry of Shiraz Farhangiyan health center. The validity of the questionnaire utilized in the study was confirmed by expert professors and its reliability was approved using the Cronbach’s alpha formula. Finally, the study data were analyzed in SPSS statistical software (v. 16, using inferential statistics. Results: All the hypotheses were confirmed by the results of the statistical analyses and quality, services, and expenditures revealed to affect the customer satisfaction in the department of dentistry of Shiraz Farhangiyan health center. Moreover, these factors were ranked using the TOPSIS method and the results showed quality and expenditures as the most and the least effective factors in customer satisfaction, respectively. Conclusion: Since restoring and arranging the organization based on the customer needs is among the main priorities of designing an organization, managers are suggested to take measures for organizational reformation based on the customers’ priorities. Of course, conducting such programs is of utmost importance in health and treatment environments, leading to provision of better services and facilitation of learning, education, and research. Thus, identifying the effective factors in customer satisfaction and ranking them are highly important.

  10. 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.

  11. 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.

  12. 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.

  13. 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.

  14. 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...

  15. 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.

  16. 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.

  17. Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

    OpenAIRE

    Cheng, Boon-Liat

    2014-01-01

    Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of c...

  18. 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.

  19. The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

    Directory of Open Access Journals (Sweden)

    Mochammad Auditya Brilliant

    2013-06-01

    Full Text Available The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites

  20. 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.

  1. 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.

  2. 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...

  3. 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.

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

    OpenAIRE

    Amirreza Forozia; Mohammad Sadeghi Zadeh; Mahnaz Hemmati Noedoust Gilani

    2013-01-01

    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 Kua...

  5. 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.

  6. 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...

  7. Developing a conceptual model for the internal data source to measure customer satisfaction

    OpenAIRE

    2006-01-01

    Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost o...

  8. 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.

  9. 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

  10. INVESTIGATING THE RELATIONSHIP BETWEEN PERCEIVED SACRIFICE AND B TO B CUSTOMER SATISFACTION IN THE INSURANCE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Petrisoaia Carmen

    2012-07-01

    Full Text Available The Romanian insurance market expanded rapidly during the last two decades. Presently, the Insurance Supervisory Commission (CSA reports 43 insurance companies and 567 insurance brokers. In this extremely dynamic and competitive environment, it is compulsory to control key elements that generate and maintain customer satisfaction. Therefore, the hereto paper concentrates on the influence exerted by perceived sacrifice over the business to business customer satisfaction in the insurance industry. More precisely, the objective is to investigate the impact of effort, time and money spent by the business to business customer over satisfaction. The concept of satisfaction has been intensively explored in the literature due to the fact that both practitioners and academics understood that it held a great significance in determining and preserving customer relationships and therefore, long-term profitability. In the service sector, much research has been conducted in the business to consumer context, especially concentrated on the relationship between service quality and satisfaction, whereas the business to business setting received less attention. In order to explore the relationship between perceived sacrifice and satisfaction, a descriptive research design was used. A questionnaire was created using multiple items for measuring satisfaction and perceived sacrifice and also a number of identification variables. The survey concerned companies that had had benefitted from the services of an insurance broker at least once. Copies of the questionnaire were sent by email to company managers from all the main industries. A total of 85 answers were collected. With the help of SPSS tool, the two measurement scales were tested for reliability and validity and a factor analysis was performed. The next step was to calculate the composite scores for each of the two variables and to carry out the simple linear regression analysis. Our linear model considers that

  11. 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

  12. Understanding the Digital Music Customer : Attributes of Satisfaction

    OpenAIRE

    Hensley, Evan; Kassios, Efstathios

    2010-01-01

    Record companies are suffering due to a downturn in recorded music sales. Innovative firms have developed digital music services that offer recorded music products to customers in new ways, yet sales are not what they used to be. Web 2.0 technologies have changed the customer’s tastes, expectations, and desires. Thus, a deeper understanding of the new “digital customer” is needed in order to better offer services in a way that he or she prefers most.

  13. Managing online service recovery: procedures, justice and customer satisfaction

    OpenAIRE

    Crisafulli, Benedetta; Singh, Jaywant

    2016-01-01

    Purpose The Internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the Internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. This study investigates the impact of two online service recovery strategies - online information and te...

  14. 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

  15. 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…

  16. 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…

  17. 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…

  18. 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…

  19. 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…

  20. 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.

  1. 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

  2. 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

  3. Friends, Depressive Symptoms, and Life Satisfaction Among Older Korean Americans.

    Science.gov (United States)

    Roh, Soonhee; Lee, Yeon-Shim; Lee, Kyoung Hag; Shibusawa, Tazuko; Yoo, Grace J

    2015-08-01

    This study examined the interactive effects of social network support and depressive symptoms on life satisfaction among older Korean Americans (KAs). Using data from a sample of 200 elders in a large metropolitan area (M age = 72.50, SD = 5.15), hierarchical regression analysis was used to examine the interaction between social network support and depressive symptoms on life satisfaction among older KAs. After controlling for demographic variables, both social network support and depressive symptoms were identified as predictors for life satisfaction. Interaction effects indicated strong associations between higher social network support specifically from friends and lower depressive symptoms with higher levels of life satisfaction. Findings highlight the important role that friends play in terms of social network support for the mental health of older KAs, and the need for geriatric practitioners to monitor and assess the quality of social network support-including friendships-when working with older KAs.

  4. 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.

  5. 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.

  6. 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 havebeen 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.

  7. Customer satisfaction planning and industrial engineering move hospital towards in-house stockless program.

    Science.gov (United States)

    Burton, R; Mauk, D

    1993-03-01

    By integrating customer satisfaction planning and industrial engineering techniques when examining internal costs and efficiencies, materiel managers are able to better realize what concepts will best meet their customers' needs. Defining your customer(s), applying industrial engineering techniques, completing work sampling studies, itemizing recommendations and benefits to each alternative, performing feasibility and cost-analysis matrixes and utilizing resources through productivity monitoring will get you on the right path toward selecting concepts to use. This article reviews the above procedures as they applied to one hospital's decision-making process to determine whether to incorporate a stockless inventory program. Through an analysis of customer demand, the hospital realized that stockless was the way to go, but not by outsourcing the function--the hospital incorporated an in-house stockless inventory program.

  8. Customer care. Patient satisfaction in the prehospital setting.

    Science.gov (United States)

    Doering, G T

    1998-09-01

    The focus of the study was to prioritize six emergency medical service treatment factors in terms of their impact upon patient satisfaction in the prehospital setting. The six treatment areas analyzed were: EMS response time; medical care provided on scene; explanation of care by the provider; the provider's ability to reduce patient anxiety; the provider's ability to meet the patient's non-medical needs; and the level of courtesy/politeness shown by the EMS provider toward the patient. Telephone interviews were conducted with both patients and bystanders to obtain their perception of how well the system met their needs. The study analyzed how the six issues were rated and then evaluated the impact an individual's low score in a category had on that person's overall rating of the service provided. The overall satisfaction rating is not a calculated score, but an overall score specified by the respondent. The effect each issue had on the respondent's overall rating was determined by averaging the overall ratings for a category's low scorers, averaging the overall ratings for high scorers and then measuring the difference. Results of the study indicate that the factor with the greatest negative impact on patient satisfaction came from a perceived lack of crew courtesy and politeness. Respondents who indicated a fair to poor score in this category decreased their overall score by 60.2%. Ratings in other categories yielded the following results: When respondents rated the response time as fair to poor, their average overall rating showed an 18.4% decrease. When respondents rated the quality of medical care as fair to poor, their average overall rating showed a decrease of 22.6%. When the crew's ability to explain what was happening to the patient was rated as fair to poor, the average overall score dropped 33.6%. When the EMT's and medic's ability to reduce the patient's anxiety was rated fair to poor, average overall score declined by 32.6%. Finally, when the crew

  9. TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC.

    Directory of Open Access Journals (Sweden)

    Timothy J. CRADER

    2013-11-01

    Full Text Available This study examined the relationships between selling teams (STs and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.

  10. Customer Satisfaction Measurement and Analysis Using Six Sigma in Telecom Sector of Pakistan

    Directory of Open Access Journals (Sweden)

    Muhammad Imran Qureshi

    2012-02-01

    Full Text Available Six Sigma has been considered as a powerful business strategy that employs a well structured continuous improvementmethodology to reduce process variability and waste within the business processes along with an effective application of statistical tools andtechniques. The objective of the study measures the customer satisfaction in Telecom sector of Khyber Pakhtoonkhawa (KPK province ofPakistan by using the six sigma methodology. The study further elaborates a mixture of tools and techniques within the Six Sigmamethodologies to achieve substantial financial benefits and customers’ satisfaction. The results of Pareto chart shows that there are numberof problems which are facing by the existing customers in the customer service centre i.e., network problems, sim registration problems,billing issues, sim blocking issues, etc.

  11. Strategies for ensuring customer satisfaction - a case study from SCCL

    Energy Technology Data Exchange (ETDEWEB)

    Venkateswar, A.; Sastry, D.S. [Singareni Collieries Co. Ltd., Kothagudem (India)

    2002-04-01

    The paper gives an overview of the Singareni Collieries Co. Ltd (SCCL) and outlines the decision taken in 1997 to undertake a major reform in the quality front, and their implementation. A case study describes how SCCL improved the quality of its service and the quality of the coal it delivered to an old customer the Karnataka Power Corporation (KPCL) to the extent that complaints fell to nil. Technical and administrative steps enforced are given. These include adjustment to coal handling, transport, and sampling defined under a 'Fuel supply agreement' (FSA). 1 tab.

  12. The Effects Of Customer Satisfaction and Switching Costs On Customer Lo yalty In Health Care

    Directory of Open Access Journals (Sweden)

    Abidin Pişgin

    2015-12-01

    Full Text Available In recent years, the increasing number of private hospitals and the change in service quality and service requirements offered to patients in our country has led to an increase in competition for patients. Becauseof higher competition in healtcare sector, hospitals change their approach and focus more first on retention and then new patient acquisition. As a result, the relationship between satisfaction, trust, loyalty and switching costs as well as factors that affect these variables gain stratejik importance for hospital managements. Therefore, in this study, the relationship between satisfaction, loyalty and switching costs are investigated for university hospitals. Results show that satisfaction and direct effect of switching costs are important for loyalty. However, moderating effects of switching costs are not too strong.

  13. 网络信息服务客户满意评测研究%Study on Customer Satisfaction Test for Network Information Service

    Institute of Scientific and Technical Information of China (English)

    史田华

    2001-01-01

    Proceeding from the concept of customer satisfaction management,this paper describes the customer satisfaction test for network information service,including standard,scheme,method,technology and result.

  14. 关于顾客满意度指数的若干问题研究%Some aspects of customer satisfaction index

    Institute of Scientific and Technical Information of China (English)

    梁燕

    2003-01-01

    The customer satisfaction index has great importance in ecomomic life. This article is mainly concerned with following three aspects: the first is the constructon and development of customer satisfaction index model in different countries; the second is the comparation of two kinds of model estimation method; and the third is the sampling plan of customer satisfaction index and corresponding computation of the index. Then the author gives some advice on the construction of China customer satisfaction index.

  15. A study on relationship of brand characteristics and customer satisfaction with brand loyalty

    Directory of Open Access Journals (Sweden)

    Ebrahim Zarepour Nasirabadi

    2013-07-01

    Full Text Available Brands are considered as valuable assets of a company both economically and strategically. Thus, having customers who are loyal to a brand is one of the main goals of businesses companies. Identifying and anticipating the customers’ needs are vital to the enterprises gaining competitive advantage and market segmentation. Maintaining and enforcing customers’ loyalty is a strategic challenge for companies seeking to keep and promote their competitive status in the market. High brand loyalty of the customers generates competitive advantage for the company and it increases the income and decreases the costs of marketing. In addition to increasing the market share, loyalty allows to ask for higher prices compared with its competitors. This study seeks to investigate the factors influencing customer loyalty to sport brands. The statistical population of this research was Tehran city. Using simple cluster sampling, 502 customers of four known brand sports, i.e. Nike, Puma, Adidas, Reebok, and Fila were chosen. Furthermore, a questionnaire, which assessed seven variables including reputations, brand name, brand image, brand loyalty, customer satisfaction, promotion and the price was used and the hypotheses were analyzed using statistical tests such as Kolmogorov-Smirnov test (K-S test, Spearman correlation, simultaneous linear regression and binomial test. The findings suggested that the brand name has a strong correlation with brand loyalty. Moreover, variables such as reputation, brand image, customer satisfaction, price and promotions also have positive and significant effect on the brand loyalty.

  16. Customer Satisfaction on Small Business Loan by BDO Unibank Inc.: Basis for Service Enhancement

    Directory of Open Access Journals (Sweden)

    AILEN P. DEVICAIS

    2014-06-01

    Full Text Available Due to global economic shifts, many businesses especially in service sector modified the way they do their business, attempted to attract and hold customers. They tend to focus in providing quality customer service and environment in which clientele wants are satisfied. This study aimed to propose customer satisfaction enhancement measures on small business loan offered by BDO Unibank, Inc. in Batangas City. Specifically, it aimed to determine the level of customers’ satisfaction in terms of Personal Skills and Business Environment and to test if such service quality dimensions significantly relate with their demographic variables. The descriptivecorrelation method of research was used in the study. The study showed customers of BDO who availed small business loan in 2012 are relatively middle aged female having loan availment of One Million to Five Million. Most of them are first timer and repeat clients. Almost all rated customer service on small business loan as to Personal Skills and Business environment as highly satisfied, however BDO still needs to provide services that make all quality services dimensions highly satisfied. The assessment of the personal skills is affected by what kind of occupation the client has and frequency of his/her loan availment. For only empathy and responsiveness among SERVQUAL dimensions when correlated to nature of work and number of loan availment show significant relationship, thus leaving the null hypothesis rejected. On the other hand, the level of customer satisfaction as to business environment is being affected by processing transaction and safety and security since both show significant relationship on the total amount availed and the respondents age. This was supported by the resulted p-values and indicates that the above mentioned variables were affected by their profile. Proposed service enhancement measures were based on results of the quality service dimensions as assessed by the loan customers.

  17. Multiobjective Quantum Evolutionary Algorithm for the Vehicle Routing Problem with Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Jingling Zhang

    2012-01-01

    Full Text Available The multiobjective vehicle routing problem considering customer satisfaction (MVRPCS involves the distribution of orders from several depots to a set of customers over a time window. This paper presents a self-adaptive grid multi-objective quantum evolutionary algorithm (MOQEA for the MVRPCS, which takes into account customer satisfaction as well as travel costs. The degree of customer satisfaction is represented by proposing an improved fuzzy due-time window, and the optimization problem is modeled as a mixed integer linear program. In the MOQEA, nondominated solution set is constructed by the Challenge Cup rules. Moreover, an adaptive grid is designed to achieve the diversity of solution sets; that is, the number of grids in each generation is not fixed but is automatically adjusted based on the distribution of the current generation of nondominated solution set. In the study, the MOQEA is evaluated by applying it to classical benchmark problems. Results of numerical simulation and comparison show that the established model is valid and the MOQEA is effective for MVRPCS.

  18. Sex guilt and life satisfaction in Iranian-american women.

    Science.gov (United States)

    Abdolsalehi-Najafi, Emon; Beckman, Linda J

    2013-08-01

    Although the experience of sex guilt has been considered among a variety of ethnic groups, the area has not yet been empirically explored among Iranian American women. The present study investigated the relationship between sexual self-schema (i.e., beliefs about the sexual aspects of oneself), acculturation, and sex guilt, and it further examined the association between sex guilt and life satisfaction in Iranian American women. A total of 65 Iranian American women, with a mean age of 31.3 years (SD = 11.7), completed five self-administered questionnaires. Findings indicated a significant inverse correlation between sexual self-schema and sex guilt. More specifically, women who endorsed negative self-views regarding their sexual self reported higher levels sex guilt. Results revealed that acculturation was unrelated to sex guilt, when the effect of being Muslim or non-Muslim was controlled. Women with high sex guilt reported significantly lower levels of life satisfaction. Moreover, analyses for mediation effects supported sex guilt as a partially mediating variable between sexual self-schema and life satisfaction. Levels of sex guilt were higher among Muslim women when compared to women of other religious affiliations. Additionally, Muslim women appeared to be significantly less acculturated to Western ideals than other religious groups. The present findings suggest that mental health professionals who provide services to Iranian American women need to consider the negative effects of sex guilt, particularly among Muslim women.

  19. An examination of the effects of service brand dimensions on customer satisfaction

    DEFF Research Database (Denmark)

    Krystallis Krontalis, Athanasios; Chrysochou, Polymeros

    The present study intends to examine how consumers evaluate service brands. Building on past literature, several causal relationships are examined between key brand dimensions and consumer satisfaction using the airline industry as an exemplary branded service category. Results reveal price, core...... service, feelings and self-image congruence to be the most important dimensions of a service brand which, in turn, impact significantly on consumer satisfaction. Except price, these attributes are intangible components of the service brand that can only be assessed by the customer during the use stage...... of decision-making. Besides these brand components, controlled communications are also found to strongly influence customers’ overall dispositions toward the brand....

  20. The Effect of Relationship Marketing on Customer Satisfaction (Case Study:Hepco Company Services Market in Markazi Province

    Directory of Open Access Journals (Sweden)

    Matin Milani Tabrizi

    2016-06-01

    Full Text Available The aim of this study is to investigate the effect of relationship marketing on customer satisfaction. The present study is considered applied research and the method is causal and is Field studies. The population of the study includes customers of Hepco Company. Which have been selected by available sampling. To collect data using questionnaires that were collected from previous studies. Cronbach's alpha for this scale was achieved 0.794. To analyze the data from the structural equation modeling and LISREL software is used its result shows that: Relationship marketing on, customer satisfaction is effective. Among the aspects of relationship marketing, dimensions of commitment, communication and reciprocity is effective on customer satisfaction. And shared value on customer satisfaction was not confirmed.

  1. EXAMINING THE RELATIONSHIP AMONG SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES - COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS OF PAKISTAN

    Directory of Open Access Journals (Sweden)

    Shahab Alam Malik

    2012-12-01

    Full Text Available This study examines the relationship among service quality, customer satisfaction and behavioral responses across public and private banks in Pakistan. A cross-sectional survey was conducted and data was gathered from 437 customers of public and private sector banks located in Islamabad city, the Capital of Pakistan. Descriptive and inferential analyses were conducted to measure frequency, ranking of services, and correlation and multiple regression analyses. Findings of this study revealed that service quality is a significant determinant of customer satisfaction across public and private sector banks. However different dimensions of service quality were found significant in both public and private sector banks. Customer satisfaction has a positive impact on propensity to recommend whereas no significant relationship is found between customer satisfaction and switching intention. The study is unique in its finding and provides insightful thoughts for determinants of favourable customer’s responses across public and private sector banks of Pakistan.

  2. [A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

    Science.gov (United States)

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

    2009-08-01

    This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

  3. Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs

    Science.gov (United States)

    Hoyt, Jeff E.; Howell, Scott L.

    2011-01-01

    This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

  4. Role of Third Party Logistics Providers with Advanced it to Increase Customer Satisfaction in Supply Chain Integration

    Directory of Open Access Journals (Sweden)

    Zaryab Sheikh

    2012-01-01

    Full Text Available The main area of change in organizational strategy is the extensive use of third party logistics providers who are using advanced information technology tools and integration of supply chain to enhance customer satisfaction. By outsourcing the logistics operations, companies can focus on their core competencies and other important areas of organization which can’t be outsourced. The analysis of this paper is conducted by discussing different concepts of supply chain integration, customer satisfaction, advanced information technology and third party logistics providers, and their impact on customer satisfaction with theoretical framework. An analytical model is also presented.

  5. A survey of the effects of brand value on customer satisfaction in pharmaceutical and biological industries

    Directory of Open Access Journals (Sweden)

    Alipour, A.

    2016-07-01

    Full Text Available . The purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. As competition becomes more intense among companies and phenomena such as global marketing grow in importance, domestic industries in each country become obliged to improve their competitive advantages in order to survive from a marketing perspective. Customer satisfaction is among factors which could lead to the success and profitability of a company. The present research examined the relationship between brand value and customer behavioral intention. Accordingly, 80 questionnaires were distributed among customers, selected through random sampling in Tehran, Iran. The obtained data were analyzed by SPSS. Based on descriptive statistics, two aspects of customer behavioral intention included “product introduction” and “repeat purchase”, while two aspects of brand equity were “brand awareness” and “product introduction”. The research findings showed that factors such as “brand awareness” and “brand loyalty” directly affect customer behavioral intention and satisfaction.

  6. [Customer satisfaction in home care: methodological issues based on a survey carried out in Lazio].

    Science.gov (United States)

    Pasquarella, A; Marceca, M; Casagrande, S; Gentile, D; Zeppilli, D; Buonaiuto, N; Cozzolino, M; Guasticchi, G

    2007-01-01

    Home care customer satisfaction has been, until now, rarely evaluated. After illustrating the main italian regional surveys on this issue, the article presents a customer satisfaction survey carried out in the district of Civitavecchia (Local Health Unit 'Rome F'), Lazio, regarding 30 home care beneficiaries. Methodological aspects emerging from the survey are basically focused on: advantages and disadvantages of quantitative and qualitative approaches (possibly associated each other); main criteria of eligibility of people selected for interviewing, both patients or caregivers; conditions that maximize answers reliability, including training on interviewers. Authors highlight opportunity of using such kind of survey, integrated with other different tools, into a systemic vision, for promoting management changes coming from suggested problems, aimed at total quality management.

  7. Analysing the maximum level of customer satisfaction in grocery stores: the influence of feature advertising

    Directory of Open Access Journals (Sweden)

    Maria Pilar Martínez Ruiz

    2010-12-01

    Full Text Available From the initial consideration of the store attributes that the marketing literature has identified as key in order that grocery retailers manage to design their differentiation strategies, this work identifies the main factors underlying the above mentioned attributes. The goal is to analyze which of these factors exert a bigger influence on the highest level of customer satisfaction. With this intention, we have examined a sample of 422 consumers who had carried out their purchase in different types of store formats in Spain, considering the influence of feature advertising on the clientele behavior. Interesting conclusions related to the aspects that most impact on the maximum level of customer satisfaction depending on the influence of feature advertising stem from this work.

  8. Braşov customer satisfaction as regards the collaboration with leasing companies

    Directory of Open Access Journals (Sweden)

    Oana BĂRBULESCU

    2015-06-01

    Full Text Available Starting from the concept of customer satisfaction, intensely studied in the specialist literature, this paper tries to establish to what extent the customers - legal entities, of the leasing companies in Braşov county – are satisfied with the services provided by these companies. To this end, we conducted a quantitative marketing research, in the period October-December 2014, upon a sampling of 800 companies. The analysis of several aspects that influence the level of satisfaction experienced by the people with the quality of user, in the leasing contracts, has led to the conclusion that it ranks high; determining them to resort several times to the services of the same leasing company; a fact which invalidates one of the hypotheses stated in the beginning of the research.

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

    Directory of Open Access Journals (Sweden)

    Izyan Hizza Bt. HILA LUDIN

    2014-12-01

    Full Text Available 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 online shopping among young adults. A convenience sampling of 193 responses were collected throughout the Klang Valley and it took about three months to complete the whole process of data collection and analyses. In addition, questionnaire survey method was used to collect data from the respondents. All the data gained were analysed by various statistical methods in Statistical Package for the Social Science (SPSS. The reliability of the data was verified via reliability analysis. Furthermore, descriptive analysis was used to describe the basic features of the data in the study; and regression analysis was adopted to test the hypothesised relationships among the variables. Findings show that only e-service quality and information quality have effects on customer’s satisfaction. It was also found that customer’s satisfaction does positively impact e-loyalty. On the other hand, the findings reveal that website design and security were insignificant towards customer’s satisfaction. Overall, the findings of this study would help marketers to formulate and implement effective online marketing strategies, as well as in the decision making process.

  10. A Novel Contextual Information Recommendation Model and Its Application in e-Commerce Customer Satisfaction Management

    OpenAIRE

    Feipeng Guo; Qibei Lu

    2015-01-01

    In the current supply chain environment, distributed cognition theory tells us that various types of context information in which a recommendation is provided are important for e-commerce customer satisfaction management. However, traditional recommendation model does not consider the distributed and differentiated impact of different contexts on user needs, and it also lacks adaptive capacity of contextual recommendation service. Thus, a contextual information recommendation model based on ...

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

    OpenAIRE

    Azman Ismail; Muhammad Madi Bin Abdullah; Sebastian K. Francis

    2009-01-01

    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 signific...

  12. Examining the relationship between service quality and customer satisfaction: a factor specific approach

    OpenAIRE

    Azman Ismail; Ahmad Azan Ridzuan; Nur Ilyani Ranlan Rose; Muhammad Madi Bin Abdullah; Muhammad Sabbir Rahman; Sebastian K. Francis

    2013-01-01

    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 lite...

  13. DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary

    Science.gov (United States)

    Department of Defense Education Activity, 2011

    2011-01-01

    Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…

  14. Factors influencing customer retention, satisfaction and loyalty in the South African banking industry

    OpenAIRE

    Craucamp, Frederik Willem

    2012-01-01

    Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success. Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyal...

  15. Customer Satisfaction Research: A Case Study of Original Sokos Hotel Olympia Garden

    OpenAIRE

    Truong, Thuan

    2016-01-01

    This thesis research was carried out at Original Sokos Hotel Olympia Garden in summer 2016. The case company is one of three Sokos Hotels located in St. Petersburg, Russia. The hotel aims to deliver a “Cosy living, smart working” environment to all the guests. The thesis project examines customer satisfaction with different service aspects provided at Original Sokos Hotel Olympia Garden and the customers’ willingness to recommend the hotel to others. The thesis also analyzes the factors h...

  16. The effects of mobile banking application user satisfaction and system usage on bank-customer relationships

    OpenAIRE

    Shaikh, Aijaz A.; Karjaluoto, Heikki

    2016-01-01

    This study examines mobile banking (m-banking) application usage in Finland by linking it with customer-bank relationship development. Specifically, we examine how usage is related to relationship commitment, overall satisfaction, intention to recommend the bank and future intentions to remain with the bank. A survey was used to collect data from experienced mbanking application users. In total, 273 valid responses were received. The results support the hypotheses and rev...

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

    OpenAIRE

    Olu Ojo

    2010-01-01

    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 Pearso...

  18. Implementation of New Management Agile Technique for Reducing Overtime and Increasing Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    HARSIMARJEET KHURANA,

    2011-01-01

    Full Text Available This model has been implemented in one of the production unit located at Ludhiana. The model concentrates how the team members should function in order to improve organization performance in a continuously changing situation. The critical thought following this model is to minimize the problem of overtime and monitor the performance of team members. The implementation of model has shown excellent results inreducing overtime and performance of the team members increasing customer satisfaction.

  19. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    OpenAIRE

    Okeke TC; Ezeh GA; Ugochukwu NOA

    2015-01-01

    This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of...

  20. The impact of employees\\\\\\' emotional conditions on customer satisfaction and loyalty with the mediating role of rapport (Case study: travelers of Hashemi Nezhad airport of Mashhad who use customs

    OpenAIRE

    Mojtaba Poursalimi; Seyed Mohammadreza Hossaini Moghadam; Hassan Esmaeilian; Atena Ghasemi

    2014-01-01

    Since each customer has its own expectations and opinions, we need to consider customer needs and expectations in order to recognize the main characteristics of customer satisfaction. Undoubtedly, the company who is faster and better in recognizing customer needs and demands and represent services beyond the customer expectation will be the winner. The aim of this study is to investigate the impact of emotional conditions of employees on customer satisfaction and loyalty with the mediating ro...

  1. Energy Efficiency and Renewable Energy Network (EREN) customer satisfaction survey, 1997. Final report

    Energy Technology Data Exchange (ETDEWEB)

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

    1997-07-01

    the EREN Customer Satisfaction Survey 1997 was designed to follow up the results of the 1995-96 Surveys, enabling comparison to the 1995- 96 baseline, and to provide additional qualitative feedback about EREN. Both the 1995-96 and 1997 Surveys had these objectives: Identify and define actual EREN users; Determine the value or benefits derived from the use of EREN; Determine the kind and quality of services that users want; Determine the users` levels of satisfaction with existing services; Determine users` preferences in both the sources of service and means of delivery; and Establish continuous quality improvement measures. This report presents the methodology used, scope and limitations of the study, description of the survey instrument, and findings regarding demographics, technical capabilities, usage patterns, general use, importance of and satisfaction with resources, and additional information and comments.

  2. Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.

    Science.gov (United States)

    Tea, Christine; Ellison, Michael; Feghali, Fadia

    2008-01-01

    Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated.

  3. Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market

    Directory of Open Access Journals (Sweden)

    L. M. Kapustina

    2010-12-01

    Full Text Available The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company’s market performance. The research based on the works by Kano N., Lamben J.-J., Carter R., Parashuraman A., Zeitaml V. A., Berry L. L. and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of “Pnevmostroimashina”, JSC, on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.

  4. A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.

    Science.gov (United States)

    Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.

  5. Center to Advance Palliative Care palliative care clinical care and customer satisfaction metrics consensus recommendations.

    Science.gov (United States)

    Weissman, David E; Morrison, R Sean; Meier, Diane E

    2010-02-01

    Data collection and analysis are vital for strategic planning, quality improvement, and demonstration of palliative care program impact to hospital administrators, private funders and policymakers. Since 2000, the Center to Advance Palliative Care (CAPC) has provided technical assistance to hospitals, health systems and hospices working to start, sustain, and grow nonhospice palliative care programs. CAPC convened a consensus panel in 2008 to develop recommendations for specific clinical and customer metrics that programs should track. The panel agreed on four key domains of clinical metrics and two domains of customer metrics. Clinical metrics include: daily assessment of physical/psychological/spiritual symptoms by a symptom assessment tool; establishment of patient-centered goals of care; support to patient/family caregivers; and management of transitions across care sites. For customer metrics, consensus was reached on two domains that should be tracked to assess satisfaction: patient/family satisfaction, and referring clinician satisfaction. In an effort to ensure access to reliably high-quality palliative care data throughout the nation, hospital palliative care programs are encouraged to collect and report outcomes for each of the metric domains described here.

  6. Mplications Of Establishing Location Physical Evidence And Customer Satisfaction Level Of Customer Loyalty In Ritel Modern In Makassar

    Directory of Open Access Journals (Sweden)

    Miah Said

    2015-08-01

    Full Text Available Currently retailing business in Makassar from time to time increasingly in demand by the whole society. They tend to combine marketing activities and households in the shop with a variety of other recreational activities or simply stroll. This phenomenon is at least encouraging marketers to reach and use the market opportunity to market the product in the achievement of the goals and objectives of the company. This study will examine about Implications Siting Physical Evidence and Consumer Satisfaction Level Of Customer Loyalty In Modern Retail Company In Makassar. Where the author chose a modern retail company minimarkets supermarket hypermarket who offer products such as food and beverage for the daily needs in the area of Makassar as the object which is currently growing so rapidly. The research approach used was survey research methods which is a method of collecting primary data obtained directly from the original source through oral and written questions. While this type of research is Explanatory Research which explains the causal relationship between the study variables with hypothesis testing. Collecting technique uses scale Lkert variables 1 to 5. The technique of collecting data through interviews with managers and employees in each of the modern retail companies to obtain information or documentation in the form of consumer data that is still active in the purchase of existing products through questionnaires containing a list of questions which was distributed to respondents to obtain the data directly Maholtra 20061. The population in this study is a modern retail enterprise customers who have 3 cards of customers minimarket supermarkets hypermarkets in the city of Makassar. Further sampling is done by using random sampling techniques. As for determining the number of samples is done by using Slovin opinion of the Umar Husein 2001 782. In this study the type of data is qualitative and quantitative data obtained in the form of

  7. Correlation Analysis of Customer Satisfaction and Loyalty in Carlito Peña Reyes Hospital

    Directory of Open Access Journals (Sweden)

    ARNOLD M. MENDOZA

    2014-08-01

    Full Text Available - This study evaluated the patient satisfaction and present evidences for quality services and identified the level of satisfaction of patients to hospital services in different hospital areas such as the front liners, ward/ICU, support businesses and business office: The study also determined the loyalty of patients; and established the extent of relationship of patient satisfaction and loyalty. The descriptive research design was utilized in conducting the study. The researcher used a survey questionnaire as the data gathering instrument supported by interviews and observation. Results showed that the patients at CP Reyes Hospital were very satisfied to the quality medical services they received. Complaints were also identified at CP Reyes Hospital. The researcher proposed an action plan that medical service providers must focus on how to create attractive elements that increase customer satisfaction levels and gain customer. The overall recommendation is that CP Reyes Hospital should strive to maintain the high standard in order to keep patients satisfied with the services they received.

  8. 高速公路服务客户满意度评价%Customer satisfaction evaluation of expressway service

    Institute of Scientific and Technical Information of China (English)

    邹群; 邹国平; 俞礼军

    2009-01-01

    The conceptions of expressway service and customer satisfaction were analyzed, a customer satisfaction model was designed, which included seven latent variables, such as customer expectation, condition perceived quality, environment perceived quality, activity perceived quality, customer satisfaction, customer complaint and customer faithfulness.Following the principles of integrality, importance, independency and maneuverability, the customer satisfaction evaluation index system of expressway service was constructed by using Delphi method from four aspects of service condition, service environment, service activity and customer complaint. Through combining fuzzy mathematics theory with analytic hierarchy process(AHP), a fuzzy hierarchy comprehensive evaluation model of customer satisfaction for expressway service was constructed, and the customer satisfaction of Nanchang-Jiujiang expressway was evaluated. Evaluation result shows that the customer satisfaction of the expressway is general satisfaction, but its service activity and customer complaint are lower satisfaction, which is consistent with the statistical data of customer satisfaction, so the model is rational and effective. 6 tabs, 2 figs, 12 refs.%基于高速公路服务和客户满意度的概念,构建了包括客户期望、条件感知质量、环境感知质量、活动感知质量、客户满意度、客户抱怨和客户忠诚7个潜变量的客户满意度模型,遵循完整性、重要性、独立性和可操作性原则,用Delphi法从服务条件、服务环境、服务活动和客户抱怨四方面构建了高速公路客户满意度评价指标体系.将层次分析法和模糊数学原理相结合,建立了高速公路客户满意度的模糊层次综合评价模型,并应用模型对昌九高速公路客户满意度进行综合评价.评价结果表明:该高速公路的客户满意度总体处于满意,同时发现在服务活动和客户抱怨两方面均处于一般满意,这与该高

  9. An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions.

    Science.gov (United States)

    Shapiro, Terri; Nieman-Gonder, Jennifer M; Andreoli, Nicole A; Trimarco-Beta, Darlene

    2006-12-01

    Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.

  10. Effect of Employee Branding on Customer Satisfaction, Favorable Reputation and Employee Satisfaction

    OpenAIRE

    Behrouz Lari Semnani; Mohammad Mahmoudi Meymand; Lotfollah Frozandeh Dehkordi; Rasoul Sanavi Fard

    2015-01-01

    In recent decades, the role of human resources in building brand in organization has increased, because they are internal customer of organization. Despite of this viewpoint, reports show that more managers do not know how they can use them to achieve a competitive advantage for their organization. Therefore, present study aimed to identify employee branding and utilize of it in organization. In the present study, employee branding and outcomes of it was used in Mellat Bank. Research statisti...

  11. The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia

    Directory of Open Access Journals (Sweden)

    Efrem Sisay Assefa

    2014-08-01

    Full Text Available The principal objective of this study is to investigate the effects of justice oriented service recovery on customer satisfaction in retail banks in Ethiopia. It also attempts to assess how recovery satisfaction in turn affects customer loyalty.  In order to realize the research objectives, data were collected through survey questionnaire from a total of 400 customers who have experienced service failures and recovered by the banks during the past one year.  The study utilizes the instrument developed by Tax et al. (1998. Findings reveal that, perceived justice namely procedural justice, interactional justice and distributive justice were found to be positively related to recovery satisfaction.  Recovery satisfaction is also positively related with customer loyalty.

  12. [Customer satisfaction with a quality management system according to DIN EN ISO 9001:2000: Increase in the satisfaction of cooperating clinics].

    Science.gov (United States)

    Beholz, Sven; Konertz, Wolfgang

    2006-01-01

    The evaluation of customers' satisfaction is elementary for any quality management system. In our university cardiac surgery unit that has been certified according to DIN EN ISO 9001:2000 the influence of repeated evaluation of the referring physicians' satisfaction conducted in the course of three consecutive years on structures and processes in the scope of the quality management system was examined. Customers' satisfaction with the possibility of access to the department could be increased by targeted interventions. Further interventions in the field of documentation led to a measurable increase in satisfaction with postoperative communication. Repeated annual evaluation of the satisfaction of referring physicians has proved to be a valuable tool in the process of continuous quality improvement.

  13. Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Katrin Marquardt

    2017-02-01

    Full Text Available The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect. Likewise, renowned research companies predicted that customer satisfaction will become the competitive differentiator within the next years. Thus, the main reasons of the present study are at first, establishing a common understanding on the term “quality” and presenting the relationship between customer satisfaction and service quality. Secondly, the study summarizes the identified factors, which mostly influence the customer satisfaction, as well as the common methods used to measure service quality in relation to these factors. Thirdly, the authors introduce and explain the newly developed six step model for establishing an effective measurement method for service quality and the proposed three level service quality model with the related measurements and outcomes. Both models will assist business service providers to protect and improve their service quality and with that their customer satisfaction. The methodology used for this research is a systematic literature review focused on subjects of quality, customer satisfaction and best-practice metrics for service quality. In addition, surveys and studies from well-known research companies were evaluated. The outcome of the study is always focused on the business service area.

  14. Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

    Directory of Open Access Journals (Sweden)

    J. Beneke

    2012-12-01

    Full Text Available Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

  15. Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank

    Directory of Open Access Journals (Sweden)

    Hossein Rahimi Koloor

    2015-03-01

    Full Text Available This study develops a communication model. The purpose of this research was designing a regression model and developing a structural equation modeling (SEM for earning loyalty of Tejarat Bank customers. Given this concept, a questionnaire was designed and distributed among branches of Tejarat Bank in Ardabil. The data analyzed using LISREL software within the framework of path analysis using SEM model. Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively. The findings of the study are discussed in detail.

  16. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    Science.gov (United States)

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

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

    Directory of Open Access Journals (Sweden)

    Aleksandar Maric

    2010-12-01

    Full Text Available 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 quality of products / services determinate quality reserves in both cases.

  18. A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry

    Directory of Open Access Journals (Sweden)

    Muhammad Ishtiaq Ishaq

    2011-10-01

    Full Text Available The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression analysis is used to examine the research hypothesis. The results show that service quality has positive association with the overall customer satisfaction. This study is a unique approach, which describes the factors affecting customer’s satisfaction. The findings of this research provide insights for the managers to develop and maintain the customer’s desired service quality. Implications for marketing strategists and researchers are presented.

  19. Customer Satisfaction and Loyalty Among Internet Banking Users of Philippine National Bank in Batangas City

    Directory of Open Access Journals (Sweden)

    EDWARD KERVIN B. MOJARES

    2014-04-01

    Full Text Available One of the most vital challenges of the Internet as a service delivery channel is providing and maintaining service quality. This study aimed to describe the profile of the respondents with regards to socio-demographic and bank-related variables; to identify the effects of internet banking among its clients in Batangas City; to determine the level of customer’s satisfaction in terms of speed and accuracy, accessibility and convenience, and security features; to determine the respondents level of loyalty; to test the relationship between effects of internet banking service and customer satisfaction and loyalty variables; and lastly, to propose effective measures on how to enhance the quality of internet banking service offered by PNB in Batangas City. The descriptive-correlation method was utilized in the conduct of the study. The respondents of the study are the top 100 or 30% of the three hundred thirty four active users of internet banking service of Philippine National Bank in Batangas City during the period of October 2012 as generated by the bank’s system. The study revealed that the respondents are generally satisfied with the speed and accuracy, accessibility and convenience, and security features of the internet banking service facility. It was also found out that only speed and accuracy showed significant relationship on the effect of internet banking. Internet banking users are still considering the speed and accuracy of the banks service to make them satisfied despite that internet banking provides lower cost delivery channel, gives customers to almost any type of banking transactions and gives breadth and depth customer service. However, customers’ level of loyalty is not affected by the effects of internet banking services. This proves that as long as the customers are being provided with an excellent service, customer loyalty/retention could still be possibly attained by the bank

  20. An impact of intermediaries' behaviour on customer satisfaction in an Indian Private Sector Bank

    Directory of Open Access Journals (Sweden)

    Dr.R.Amudha

    2014-01-01

    Full Text Available The consumer satisfaction towards the services provided by any organization will depend mainly upon the extent of communication with the customers. To be effective in terms of communication, a company must train its own intermediaries to behave in a manner in which the consumers want to behave. Positive staff attitude, sincerity, integrity, and reliability, sensible advice, delivery of promise, reliable delivery of superior quality service, simplicity and ease of doing business, superior after-sales service, reasonable and competent complaints handling policy on the part of the intermediaries are the determinants of customer loyalty. In India, the private sector banks are highly depending on the agencies outside their organization for the enhancement of their business. This is so because; they have found the investment to be cheaper to appoint the franchisees rather than to open their own branches. Private banks need to sell and cross-sell their products though doorstep banking which is achieved by a widespread direct sales force. The compensation of sales personnel depends on the volumes of business they fetch for the bank. To assess the behaviour of intermediaries of ICICI Bank, a survey is conducted with a sample size of 473 customers by administering an interview schedule. The data collected has been analysed with ANOVA single factor to study the impact of intermediaries’ behaviour on customer satisfaction and Weighted ANOVA to know the preference of the customers. The results show that, though ICICI Bank is viewed as an immediate service provider, the customers’ rate the service of the bank based on the attitude and behaviour of the intermediaries. This study is applicable to all service sectors like insurance, tourism, hospitality and computer education institutions operating with the marketing intermediaries.

  1. A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

    OpenAIRE

    Ruth N. Bolton

    1998-01-01

    Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. However, it is equally vital to managers who require a better understanding of the relationshi...

  2. An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

    Directory of Open Access Journals (Sweden)

    Sandada Maxwell

    2016-04-01

    Full Text Available This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

  3. Establishment of the customer satisfaction assessment model for the telecom industry%电信行业客户满意度测评模型的建立

    Institute of Scientific and Technical Information of China (English)

    李晓鸿; 张利

    2012-01-01

    在借鉴美国客户满意度指数(ACSI)模型的基础上,针对电信行业的特点,增加"品牌形象"作为影响客户满意度的一个前置因素,建立了电信行业客户满意度测评的概念模型,并对概念模型进行拟合优度检验和假设检验。结果表明,新模型的拟合效果优于ACSI模型,品牌形象的Cronbach Alpha值为0.848,说明各个测评指标能很好地测评品牌形象,其内部一致性较好。%Based on the American Customer Satisfaction Index (ACSI) model and the characteristics of the telecom industry, this article increases "brand image" as a lead influence factor of customer satisfaction, establishes the customer satisfaction conceptual model of the telecom in- dustry and does goodness testing and hypothesis testing of the conceptual model . The results show that the fitting effect of the new model is better than ACSI model and the Cronbach Alpha value of the brand image is 0. 848, which shows each assessment index can well evaluation brand image and its internal consistency is good.

  4. Study on customer satisfaction of pharmaceutical industry%制药行业客户满意度研究

    Institute of Scientific and Technical Information of China (English)

    桂晶

    2015-01-01

    以客户为中心的企业模式变革已成为制药企业适应医药行业新常态的应对之道。本文结合国内外的满意度测评理论,从目的、定义、方法和应用等角度介绍其理念,对国内制药企业的客户满意度研究提供启发和借鉴。%The “customer centered business model” has become the method of pharmaceutical enterprises to adapt to the new normal of the pharmaceutical industry. Combing domestic and international customer satisfaction measurement theory, this paper introduces the objective, deifnition, method and application of the customer satisfaction, to provide inspiration and reference for the research on customer satisfaction of domestic pharmaceutical enterprises.

  5. The role of discriminant analysis in the refinement of customer satisfaction assessment

    Directory of Open Access Journals (Sweden)

    Verdessi BD

    2000-01-01

    Full Text Available OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100 and the other of secondary care (n=249. Two cutting points were considered in the dependent variable (final satisfaction score: satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median. RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4% in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%. CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit. It measured the contribution of each independent variable to the explanation of the variation of the dependent one.

  6. The role of discriminant analysis in the refinement of customer satisfaction assessment

    Directory of Open Access Journals (Sweden)

    BD Verdessi

    2000-12-01

    Full Text Available OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100 and the other of secondary care (n=249. Two cutting points were considered in the dependent variable (final satisfaction score: satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median. RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4% in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%. CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit. It measured the contribution of each independent variable to the explanation of the variation of the dependent one.

  7. Questionnaire survey of customer satisfaction for product categories towards certification of ergonomic quality in design.

    Science.gov (United States)

    Mochimaru, Masaaki; Takahashi, Miwako; Hatakenaka, Nobuko; Horiuchi, Hitoshi

    2012-01-01

    Customer satisfaction was surveyed for 6 product categories (consumer electronics, daily commodities, home equipment, information systems, cars, and health appliances) by questionnaires based on the Analytic Hierarchy Process. Analyzing weight of evaluation factors, the 6 product categories were reorganized into 4 categories, those were related to 4 aspects in daily living that formed by two axes: home living - mobility life and healthy life - active communication. It was found that consumers were attracted by the actual user test by public institutes for all product categories. The certification based on the design process standard established by authorities, such as EQUID was the second best attractor for consumers.

  8. The Impact of Customer Perceptions and Satisfaction on E-Loyalty

    Directory of Open Access Journals (Sweden)

    Simona VINEREAN

    2013-12-01

    Full Text Available As Internet use continues to increase, companies have to emphasize the understanding of the implications of its use on long term purchase behavior, in terms of satisfaction and loyalty. Ultimately, companies should be interested in consumer perceptions and the factors that play a role in following a certain behavior over an extended period of time. Attaining a successful marketing program compels companies to fully connect with their targeted customers. Therefore, this paper aims to propose a new model that examines relationships between cognitive – affective – conative constructs in an e-shopping environment.

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

    OpenAIRE

    Marsella Yeanette Hatane; Adinda Yosari; Felicia Christiana Hendautomo

    2012-01-01

    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 an...

  10. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN

    Directory of Open Access Journals (Sweden)

    Ubedullah Amjad Ali SHAIKH

    2011-01-01

    Full Text Available The purpose of this study is to contribute to the literature of service qualityimportance in restaurant industry. The study has been based upon theServqual technique and Dineserv tool of improving the quality by the serviceproviding organizations. The study is undertaken from the perspective ofPakistani Restaurant Industry and the customers' perceptions vis-à-visrestaurant dining. Two variables of Servqual, i.e. Tangibles andResponsiveness, have been examined to demonstrate the significance ofservice quality on customer satisfaction. The results endorse the importanceof enhanced complementary service standards in restaurant industry. Finally,the findings provide an insight for the Pakistani restaurant service providingestablishments and suggestion have been made for the caretakers of theindustry on ways to improve service quality.

  11. 农家乐顾客满意度实证研究——以天津市下营镇为例%Empirical Study on Customer Satisfaction with Farm Tourism

    Institute of Scientific and Technical Information of China (English)

    路越平; 李小勇; 周琳; 张红

    2012-01-01

    Based on the Held investigation of the customer satisfaction with farm tourism in Xlaying Town of Tianjin, and according to the basic theory of American Customer Satisfaction Index Model ( ACSI) , the principal component analysis was used to evaluate customer satisfaction and analyze its relationships with customer loyalty. The results showed that the personalized marketing and the advanced information network would help to improve customer satisfaction and customer loyalty.%基于对天津市下营镇农家乐顾客满意度的实地调查,以美国顾客满意度指数模型( ACSI)为基本理论依据,运用主成分分析法对顾客满意度进行综合评价,并分析顾客满意度与顾客忠诚度之间的关系.结果表明,个性化营销、完善的信息网络建设有助于改善顾客满意度,进而提高顾客忠诚度.

  12. The Relationship between Brand Equity, Customer Satisfaction, and Brand Loyalty on Coffee Shop: Study of Excelso and Starbucks

    Directory of Open Access Journals (Sweden)

    Aries Susanty

    2015-06-01

    Full Text Available This study investigates the effect of the Brand Equity on the Customer Satisfaction and the Brand Loyalty of Starbucks and Excelso coffee shops’ customers. Starbucks is the strongest competitor of Excelso. Data used in this study was primary data which were collected through closed questionnaires with 1-5 Likert scale. A sample of this study was 270 respondents; 135 respondents for each brand. The study used Structural Equation Modelling (SEM operated by LISREL program to analyze the hypothesis. The results of this study showed that The Physical Quality, the Ideal Self-Congruence, and the Lifestyle Congruence have a positive and significant impact on the Customer Satisfaction on Excelso and Starbucks. Staff behaviour only have a positive and significant impact on the Customer Satisfaction in the Excelso; whereas, brand identification only have a positive and significant impact on the Customer Satisfaction in the Starbucks. However, in both of coffee shop brand, the Consumer Satisfaction have a positive and significant impact on the Brand Loyalty.

  13. AN APPLICATION ON CUSTOMER SATISFACTION AND SERVICE QUALITY OF SERVICE IN THE REFECTORY OF ADIYAMAN UNİVERSİTY

    Directory of Open Access Journals (Sweden)

    Mücahit ÇELİK

    2012-06-01

    Full Text Available The level of customer satisfaction and the quality of service duty in service sector arise suddenly and directly after the consume of the service. In this article, service and customer satisfaction terms have been explained before all else. After that, a study to measure customer satisfaction and service quality has been carried out and the satisfaction level of customers that consumes refectory service and their expectations; the physical vision of the refectory, compliance of the refectory with the published menu (reliability on the refectory, going to the refectory with desire, sensitivity of the refectory managerial have been studied via the quality that the refectory has presented and the organoleptic features of the food. Besides, it has been studied that to what extent these variants that have been selected explains customer satisfaction in service sector. At the end of the study, it has been found out that students, academic and administrative staff of Adiyaman University are satisfied with the service duty of contractor firm presenting package food service, however that they regard the organoleptic features of food presented as unsatisfactory.

  14. From monopoly enterprise to customer-oriented service company. Customer satisfaction analyses as basic tool; Vom Monopolunternehmen zum kundenorientierten Dienstleister. Kundenzufriedenheitsmessung weist den Weg

    Energy Technology Data Exchange (ETDEWEB)

    Schierz, H.J. [SCHLESWAG, Rendsburg (Germany). Fachbereich Marketing; Werner, H. [Wissenschaftliche Hochschule fuer Unternehmensfuehrung (WHU), Vallendar (Germany); Homburg, C. [Wissenschaftliche Hochschule fuer Unternehmensfuehrung (WHU), Vallendar (Germany)

    1996-11-01

    Customer satisfaction is on everyone`s lips. A large number of companies increasingly exploit the hidden potential of their regular customers. This results not least from the insight that the cultivation of existing customer relations is cleary cheaper than the acquisition of new clients. (orig.) [Deutsch] Kundenzufriedenheit ist in juengster Zeit in aller Munde. Eine Vielzahl von Unternehmen realisiert in zunehmendem Masse die verborgenen Potentiale in ihrem Kundenstamm. Dies resultiert nicht zuletzt aus der Einsicht, dass die Pflege einer bestehenden Kundenbeziehung deutlich kostenguenstiger ist als die Gewinnung eines Neukunden. (orig.)

  15. Education Marketing; Examining the Link between Physical Quality of Universities and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Oluseye Ogunnaike Olaleke

    2014-02-01

    Full Text Available The relevance of service environment in the delivery of quality services can not be over emphasized. The simultaneity of production and consumption of services makes it necessary for the students (consumers to be in the servicescape. This unique feature makes qualitative infrastructure and enabling environment very crucial for quality delivery system. Educational services must embrace quality delivery system if it must remain the platform for true and sustainable development. This study explores the link between the physical quality (enabling environment of Nigerian Universities and customer satisfaction. Survey method and stratified sampling technique were employed for this study. Nine Universities were selected proportionately from Private, State and Federal Universities in south west, Nigeria. Two hypotheses were raised in the study. Descriptive statistics, ANOVA and regression analysis were employed for the test of the hypotheses. The findings revealed that there were significant differences among the three categories of Universities in terms of their physical quality imperatives. It was also confirmed that physical quality has significant effect on customer satisfaction. It was therefore recommended that concerted efforts must be made by the education stakeholders to invest on improving the infrastructural facilities of the Universities for better positioning in the global market place.

  16. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    Directory of Open Access Journals (Sweden)

    Okeke TC

    2015-12-01

    Full Text Available This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of items each using seven-point Likert scale. The analysis was conducted with Multiple Linear Regression analysis (MLR and the results show that five out of the seven variables: price, security, perceived risk, responsiveness and assurance are significant in enhancing customer satisfaction with online services of Nigerian banks. The other two variables: reliability and tangibility are not significant and require further exploration. The study provides necessary input for bank management to increase customers’ involvement through improving service quality; lowering risk; and enhancing security of operations. Policy implications were highlighted

  17. Customer Need ́s Satisfaction in the Housing Sector: the Case of the Toluca Valley

    Directory of Open Access Journals (Sweden)

    Delgado-Hernández David Joaquín

    2013-10-01

    Full Text Available Currently, the construction sector faces great challenges, as the recent economic contraction has directly impacted this industry, and only companies that can offer quality products and services will survive in today’s highly competitive markets. In particular, the housing sector has to find ways to meet the needs of its customers due to the number of firms competing in this arena. There are some studies that quantify the demand for housing as well as those that reveal the number of homes sold per year in a region. However, investigations in Mexico to establish the level of cus- tomer satisfaction with their homes are still scarce. Thus, the main objective of this research is to determine the level of customer satisfaction in the Toluca Valley ́s housing sector (a region located 60 km west of Mexico City, in low income projects developed by Mexican construction companies. Having applied a questionnaire to users from seventy eight houses within eight different projects, some issues were identified that builders could improve, and take into account during the design stage of new housing developments. Among the main ones are: insulation, wall and ceil- ing materials, space distribution, and house ́s size. In contrast, residents are rela- tively satisfied with: the ease of cleaning, the aesthetics of the projects and the proximity to schools and supermarkets.

  18. Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model

    Directory of Open Access Journals (Sweden)

    Ali Panjomi Mohmoodi

    2014-06-01

    Full Text Available Survival of any organization in today's competitive environment, is based on clients. Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs, and it continues to be applied in order to increase their satisfaction. Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans, mission statements and policy organizations are planning accordingly. The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model. This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking.The results of the field study analyzing the effects of e-service quality and customer satisfaction on financial performance of public and private banks have been gathered. The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service, phone banking, internet banking quality, has a positive impact on customer satisfaction.The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance. Key Words: e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Tabella normale"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso

  19. Discussion on the University's Customer Satisfaction Strategy%浅谈高校顾客满意战略

    Institute of Scientific and Technical Information of China (English)

    王国强; 万金庆

    2012-01-01

    为实施高教质量工程,高校的质量观应由“符合型”转向“适用、服务型”,应倡导顾客满意战略的实践.文中结合实际探讨高校为何要倡导顾客满意战略、高校顾客的需求和期望、学生满意测评等.%The universities require changing the concept of quality from "quality conformity" to "applicability, service mode", advocate the practice of customer satisfaction strategy, for the improvement of the higher education quality. The paper uses universities as a case study to discuss why to advocate customer satisfaction strategy, customer needs and expectations, student satisfaction evaluation, etc.

  20. The Effects of Applying Revenue Management on Customer Satisfaction in Airline Industry: An Experimental Study in Indonesia

    Directory of Open Access Journals (Sweden)

    Rambat Lupiyoadi

    2013-06-01

    Full Text Available This research mainly discusses about the effects of applying revenue management, specifically in the contexts of inventory control (variation in ticket prices for the same flight and class and denied boarding (permissibility of reservations exceeding carrying capacity as a hedging practice over the possibility of tickets cancellation on the customers’ satisfaction toward airlines in Indonesia. Experimental method was applied on the research, involving students from University of Indonesia asparticipants. The results showed that inventory control policy partly affected customer satisfaction, while the denied boarding policy fully affected their satisfaction. These research findings can contributeto further studies on consumers’ behaviour in dynamic airlines industry, mainly in emerging markets such as Indonesia.Keywords: Airlines, Revenue Management, Customer Satisfaction

  1. Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

    Directory of Open Access Journals (Sweden)

    Rahim A. Ganiyu

    2016-12-01

    Full Text Available The long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed to enhance customer satisfaction and loyalty.

  2. The the presentation of the model and primary index for identification and measuring the effective factors on customer satisfaction and loyalty in the automobile industry

    Directory of Open Access Journals (Sweden)

    Nastaran Dehghani Samani

    2014-03-01

    Full Text Available Awareness of the customer satisfaction always been a scientific and practical major issue in the marketing because of it’s the cause of loyalty. This study aimed to identifying factors that influence the customer satisfaction in the automobile industry and eventually provided a model. Therefore, after reading the relevant literature, the variables were determined and 11 hypothesis assigned. For data gathering used a questionnaire which completed by the staff of the Central Bank. Data analyzed with the technique of structural equation modeling and used the LISREL and SPSS software. The results showed that the index and model for measuring customer satisfaction in the automotive industry, is appropriate. Factors affecting customer satisfaction can be expressed this way: quality, expectations, perceived value, image But service had no effect on satisfaction. In addition, satisfaction, was a factor that had the most influence on customer loyalty.

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

    Directory of Open Access Journals (Sweden)

    Daiane Lindner Radons

    2013-03-01

    Full Text Available Customer satisfaction has become one of the most relevant aspects for companies due to the increase consumer requirements who passed to enjoy a growing range of products and services. In this context, several studies were conducted to create and refine models, like the Swedish Customer Satisfaction Index, American Customer Satisfaction Index and European Customer Satisfaction Index, to identify the customer satisfaction level. This article aims to measure the customer satisfaction level with the fast food service, considering the customer expectations, perceived quality, image, perceived value, loyalty and complaints, which are part of the European Index of Consumer Satisfaction. The research held is descriptive and the data collection was obtained through a questionnaire consisting of 30 questions, applied students to 210  in Santa Maria, Rio Grande do Sul state, Brazil. Data analysis was made using the PLS-PM method. The results show that the perceived value is the variable what  has most impact on customer satisfaction and then the perceived quality and image and customers’ expectations. Most of the research hypotheses were confirmed, so than, the model used proved to be suitable for evaluating customers satisfaction regarding the fast food services.A satisfação dos clientes tornou-se um dos aspectos mais relevantes para as empresas devido ao aumento das exigências dos consumidores que passaram a usufruir de uma crescente oferta de produtos e serviços. Nesse sentido, vários estudos foram realizados visando a criar e aperfeiçoar modelos, como o Swedish Customer Satisfaction Index, American Customer Satisfaction Index e European Customer Satisfaction Index, para identificar o nível de satisfação dos clientes. O presente artigo tem como objetivo mensurar o nível de satisfação dos clientes com o serviço de fast food, considerando as variáveis referentes a expectativas dos clientes, qualidade percebida, imagem, valor percebido

  4. The influence of boutique store atmosphere on customer satisfaction, store loyalty and repurchase intention / Bianca van Niekerk

    OpenAIRE

    Van Niekerk, Bianca

    2015-01-01

    The global fashion retail industry has been characterised by fierce competition for numerous years. Boutiques face increasing pressure to distinctly differentiate themselves from competing retail stores offering fashion merchandise, since customers are becoming ever more demanding as fashion evolves and new trends reach South African retail stores. Accordingly, marketers have to ensure customer satisfaction, build store loyalty, and stimulate repurchase intentions in the fashion retail indust...

  5. Organizational climate configurations: relationships to collective attitudes, customer satisfaction, and financial performance.

    Science.gov (United States)

    Schulte, Mathis; Ostroff, Cheri; Shmulyian, Svetlana; Kinicki, Angelo

    2009-05-01

    Research on organizational climate has tended to focus on independent dimensions of climate rather than studying the total social context as configurations of multiple climate dimensions. The authors examined relationships between configurations of unit-level climate dimensions and organizational outcomes. Three profile characteristics represented climate configurations: (1) elevation, or the mean score across climate dimensions; (2) variability, or the extent to which scores across dimensions vary; and (3) shape, or the pattern of the dimensions. Across 2 studies (1,120 employees in 120 bank branches and 4,317 employees in 86 food distribution stores), results indicated that elevation was related to collective employee attitudes and service perceptions, while shape was related to customer satisfaction and financial performance. With respect to profile variability, results were mixed. The discussion focuses on future directions for taking a configural approach to organizational climate.

  6. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    Science.gov (United States)

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.

  7. An Empirical Study of Rural Customer ’ s Satisfaction from E - Banking in India

    Directory of Open Access Journals (Sweden)

    NISHI SHARMA

    2012-12-01

    Full Text Available In India there are 6, 40,867 villages and 68.84% of population resides in rural areas that offer a huge potential to the economy (Census 2011 . Banking sector being the forefront of the economy has ventured into many innovative services to cater the need of these non - urban residents and e - banking is one of the most splendid offers in this context. E - banking has alchemized the conventional way of banking through p rovid ing countless benefits to its users . B ut the adaptability of e - banking in rural areas is not in consensus with the proliferate growth of e - banking observed in other areas. In this context the present paper attempts to explore different factors that might be interrupt ing the burgeoning development of e - banking in rural areas. The study is based upon the primary data collected from 520 rural respondents regarding 17 variables which are expected to affect the satisfaction level of e - banking user s . The data has been tested through Cronba ch Alpha, Kaiser - Meyer - Olkin measure, Bartlett’s test and correlation among different variables. It has further been analyzed though factor analysis, regression analysis and ANOVA. The study attempts to submit some suggestions to enhance the level of ov erall satisfaction of rural customers and resultant rise in the propensity to use e - banking as a primary channel of banking

  8. Investigation on the Influence of the Brand Image of Higher Educational Institutions on Satisfaction and Customer Lifetime Value

    Science.gov (United States)

    Wang, Cheng-Cai; Chen, Chin-Tsu; Chen, Chun-Fu

    2012-01-01

    This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as…

  9. Estimation of the parameter of satisfaction with services in tourism: content analysis of online customer reviews

    Directory of Open Access Journals (Sweden)

    Kapilevich Leonid

    2016-01-01

    Full Text Available To increase the competitiveness the hotels have to satisfy their guests’ requirements, anticipate their wishes and offer new services; this is quite problematic for the hotel business. The paper considers the opportunities of employing online guest reviews to reveal the hotel ratings and attributes, significant for guests. The implementation of this research method is specified by the quality of information obtained via the internet; it is published on a voluntary basis, statements are initiated by users; moreover, consumers estimate the services and offers, having certain emotional importance for them; it allows segmenting the factors according to the level of their emotional significance. This segmentation is of utmost importance since the principal aim of the researches devoted to the assessment of the level of consumers’ satisfaction is to reveal the indicators of company activities from the position of customers’ priorities and emotional evaluations. The content analysis discovers the indicators, significant for the beach hotels customers. 90 hotels were grouped according to 16 categories. The results display that the guests responses can be used for investigating the importance of hotel attributes and determining the peculiarities of various hotel customers groups. The obtained results can be used for service package improvement and for hotel description in advertisement and reservation systems.

  10. Customer Satisfaction in Business to Consumer (B2C E-commerce: A Comparative Study of Turkey and Pakistan

    Directory of Open Access Journals (Sweden)

    Sahal M. SHEIKH

    2015-11-01

    Full Text Available The World Wide Web and the medium of internet have invaded the world from all directions and it has transformed the business and economies into series of electronic financial transactions. E-Commerce is a relatively new born phenomenon and this study explores into the realm of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The methodology used to extract primary data is the contingency valuation approach; questionnaire. In total 205 Questionnaire were filled and collected online which constituted 110 surveys from Pakistan and 95 surveys from Turkey. The study uses descriptive analysis and also two sample t-test to test the hypothesis of the study which is that there is no difference in the levels of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The findings of the study reveal that there is no significant difference between the levels of Pakistan and Turkey as the individual factors affecting e-commerce customer satisfaction do not differ in intensity. There are few differences but mainly the countries are on converging paths in this context.

  11. Analysis of Customer Satisfaction in Case of the Day Center for the Elderly, Cluj-Napoca City Hall

    Directory of Open Access Journals (Sweden)

    Diana Gabriela REIANU

    2014-02-01

    Full Text Available This paper focuses on the analysis of customer satisfaction, being a research whose main purpose was to make an evaluation of social services offered to elderly people. The motivation of this study was to provide data for the organization in order to understand and increase the impact of its social products and services on the beneficiaries, to emphasize ways that can improve the organization’s mechanisms, to help the organization make the services suitable for its beneficiaries, and to take decisions regarding funding, customer needs and program improvement. The study focuses on the strengths and weaknesses within the studied organization based on the results obtained through the analysis of customer satisfaction in relation to the behavior and responsibility of the staff, to the quality of the services and to the variety of the activities that take place within the organization. The conclusions point out ways in which the organization can improve its services, emphasizing future directions of this study.

  12. The Role of Behavioral and Cognitive Cultural Orientation on Mexican American College Students' Life Satisfaction

    Science.gov (United States)

    Ojeda, Lizette; Edwards, Lisa M.; Hardin, Erin E.; Piña-Watson, Brandy

    2014-01-01

    We examined the role of behavioral (acculturation and enculturation) and cognitive cultural orientation (independent and interdependent self-construal) on Mexican American college students' life satisfaction. Analyses explained 28% of the variance in life satisfaction, with social class, grade point average, and independent self-construal being…

  13. Influence Service Quality and Customer Satisfaction towards Drug Purchase Intention in Anggrek Outpatient Pharmacy Depo at Hasan Sadikin Hospital

    Directory of Open Access Journals (Sweden)

    Pratiwi

    2016-04-01

    Full Text Available The quality of service is an evaluation which focused on customer’s awareness about a structural construction of a service or product that involves 5 main aspects which are tangibility, empathy, responsiveness, reliability and assurance. Based on monthly reports of pharmacy installation only about 30% of patients buy drugs in the Anggrek out patient depo out off patients visiting Anggrek out patient specialist clinic in Dr. Hasan Sadikin Hospital. The aim of this study is to determine the effect of service quality and customer satisfaction to purchase intention in the Anggrek out patient depo Hasan Sadikin hospital at Bandung. The method used in this study is analytical survey with cross sectional design. The samples used were 200 patients, consist of 104 customers who have visited more than one times and 96 first visit costumer to this clinic. Data was collected using a questionnaire and analyzed using Smart PLS V 2.0 software. The results of this study showed that the service quality with tangible dimensions, reliability, responsiveness, assurance, and empathy are affecting the customer satisfaction with a score of 12.755 t-count (greater than t-table 1.983 and a positive value of the original sample of 0.800. Customer satisfaction affecting the customer purchase intentions with t-count is greater than t-table values of 5.012 and 0.726 of the original positive sample. While the service quality does not directly influence customer purchase intention with the t-test is smaller than t-table is 1.455 and the negative of the original sample -0.287. Some of service quality influence customers that causes not purchasing drugs from the out patient depo there are effect of unavailability of counseling, long waiting time of service, the need for special counseling room, a spacious waiting room, and the completeness of drug availability.

  14. Improvement in cost-effectiveness and customer satisfaction by a quality management system according to EN ISO 9001:2000.

    Science.gov (United States)

    Beholz, Sven; Konertz, Wolfgang

    2005-12-01

    The implementation of a quality management system (QMS) according to EN ISO 9001:2000 has proven to be possible for cardiac surgery departments. However, it remains unclear if a QMS can help to improve quality as indicated by cost-effectiveness and customer satisfaction. To control costs for medical goods and laboratory investigations an internal control system for the allocation of resources was implemented. Laboratory costs and medical goods per open heart procedure were investigated in the years 2000 to 2003. In terms of customer satisfaction, repeated questionnaire-based evaluation of referring physicians was obtained from 2001 to 2003 and the influence of repeated interventions on various aspects of communications was investigated. Costs of medical goods could be reduced by 6.1%, and for laboratory investigations by 35% per operation. Additionally, customer satisfaction could be increased efficiently with respect to accessibility and postoperative communication. By the introduction of a process based QMS, efficient control of the costs of medical goods and laboratory investigations could be achieved. Once a year repeat evaluation of satisfaction of advising physicians has proven to be a valuable tool in the process of continuous improvement.

  15. Study of Customer Satisfaction in Commercial Bank Based on Structural Equation Model%基于结构方程模型的银行顾客满意度研究

    Institute of Scientific and Technical Information of China (English)

    寇鹏; 戴琳; 陈异

    2013-01-01

    In customer satisfaction research involve many potential measurement of variables and the causal model, structural equation model for solving these problems provides new and more effective method. Combined American customers satisfaction theory,the custom-er satisfaction evaluation model based on commercial bank is constructed,and according to the evaluation model establish the relative in-dex system. First,make analysis about the each index which influences the commercial bank customer satisfaction. Second,using structural equation theory studies relationship between the factor influencing customer satisfaction in commercial bank and the structural relationship between inner factors,which demonstrates the system can well reflect the customer satisfaction of commercial bank. Finally put forward relevant suggestions about how to improve the commercial bank customer satisfactions.%在顾客满意度研究中涉及众多潜在变量的测量以及因果模型的验证,结构方程模型为解决这些问题提供了新的更为有效的方法。文中结合美国顾客满意度理论,建立了商业银行顾客满意度测评模型,并根据测评模型建立了相应的测量指标体系。首先对各指标做相关性分析,其次利用结构方程理论研究了各影响因素内部之间的结构关系,并得出影响因素之间的路径系数,结果表明该测量指标体系能较好地反映商业银行顾客满意度。最后提出了提高商业银行顾客满意度的相关建议。

  16. Revitalization of Pharmaceutical Supply Management as an Effort to Increase Outpatient Customer Satisfaction in One of Private Hospital in Bandung

    Directory of Open Access Journals (Sweden)

    Nabilla

    2015-03-01

    Full Text Available Hospital pharmacies are required to provide appropriate pharmaceutical preparation. Therefore, hospital needs good pharmacy management system. The aims of this study was to analyze customer satisfaction and revitalization of pharmaceutical management in hospital A to improve customer satisfaction. This study was used cross sectional study with quantitative and qualitative approaches. Quantitative approach used survey method with questionnaires and data was analyzed by Partial Least Square (PLS. The results showed that the response to the IFRS employees of pharmaceutical management in hospital A had a very good categories (88.7% and customer responses to pharmaceutical supply management in hospital A in the category satisfied (75.1%. A qualitative approach using interviews with the head of the hospital pharmacy as well as the head unit of the outpatient pharmacy services and pharmacy warehouse. Pharmaceutical management in hospital A is appropriate to the standards by the government, but still needs improvement in pharmaceutical management. Therefore, revitalization of pharmaceutical management is needed as an effort to increase customer satisfaction.

  17. Health worker (internal customer) satisfaction and motivation in the public sector in Ghana.

    Science.gov (United States)

    Agyepong, Irene Akua; Anafi, Patricia; Asiamah, Ebenezer; Ansah, Evelyn K; Ashon, Daniel A; Narh-Dometey, Christiana

    2004-01-01

    This paper describes factors affecting health worker motivation and satisfaction in the public sector in Ghana. The data are from a survey of public sector health care providers carried out in January 2002 and repeated in August 2003 using an interviewer administered structured questionnaire. It is part of a continuous quality improvement (CQI) effort in the health sector in the Greater Accra region of Ghana. Workplace obstacles identified that caused dissatisfaction and de-motivated staff in order of the most frequently mentioned were low salaries such that obtaining basic necessities of daily living becomes a problem; lack of essential equipment, tools and supplies to work with; delayed promotions; difficulties and inconveniences with transportation to work; staff shortages; housing, additional duty allowances and in-service (continuous) training. Others included children's education, vehicles to work with such as ambulances and pickups, staff transfer procedures, staff pre-service education inadequate for job requirements, and the effect of the job on family and other social factors. There were some differences in the percentages of staff selecting a given workplace obstacle between the purely rural districts, the highly urbanized Accra metropolis and the districts that were a mixture of urbanized and rural. It is unlikely that the Ghana Health Service can provide high quality of care to its end users (external customers) if workplace obstacles that de-motivate staff (internal customers) and negatively influence their performance are not properly recognized and addressed as a complex of inter-related problems producing a common result--dissatisfied poorly motivated staff and resulting poor quality services.

  18. Measuring the Efficiency of Isfahan’s Private Banks’ Brand Based on Satisfaction and Loyalty of Customers by Data Envelopment Analysis

    Directory of Open Access Journals (Sweden)

    2014-05-01

    Full Text Available The concept of customer satisfaction and loyalty has attracted much attention in recent years. The purpose of this paper is to measure the efficiency of banks’ brand based on customer satisfaction and loyalty by DEA. In this research, the efficiency of 10 private banks of Isfahan have been measured in two cases with output oriented BCC model. In the first case, the inputs variables have been assumed the image and the perceived quality and output variable has been assumed the customer satisfaction and in the second case, the input variable has been assumed the customer satisfaction and the output variable has been assumed the customer loyalty. The findings show that in the first case, three banks were efficient and seven banks were inefficient and in the second case, three banks were efficient and other banks were inefficient. The results of the research imply that most of the banks do not work efficient.

  19. A Novel Contextual Information Recommendation Model and Its Application in e-Commerce Customer Satisfaction Management

    Directory of Open Access Journals (Sweden)

    Feipeng Guo

    2015-01-01

    Full Text Available In the current supply chain environment, distributed cognition theory tells us that various types of context information in which a recommendation is provided are important for e-commerce customer satisfaction management. However, traditional recommendation model does not consider the distributed and differentiated impact of different contexts on user needs, and it also lacks adaptive capacity of contextual recommendation service. Thus, a contextual information recommendation model based on distributed cognition theory is proposed. Firstly, the model analyzes the differential impact of various sensitive contexts and specific examples on user interest and designs a user interest extraction algorithm based on distributed cognition theory. Then, the sensitive contexts extracted from user are introduced into the process of collaborative filtering recommendation. The model calculates similarity among user interests. Finally, a novel collaborative filtering algorithm integrating with context and user similarity is designed. The experimental results in e-commerce and benchmark dataset show that this model has a good ability to extract user interest and has higher recommendation accuracy compared with other methods.

  20. [Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy)].

    Science.gov (United States)

    Firenze, Alberto; Morici, Mariagrazia; Calamus, Giuseppe; Gelsomino, Viviana; Aprea, Luigi; Di Benedetto, Antonino; Muangala, Muana A Luila; Centineo, Giovanni; Romano, Nino

    2009-01-01

    The aim of the study was to evaluate patients' customer satisfaction with the hospital catering services of two public hospitals and one private sector hospital in the city of Palermo (Italy). A multiple choice questionnaire was administered by face-to-face interview to 207 of 227 hospitalized patients. Positive responses regarding the perceived quality of food were given especially by patients of the private sector hospital, 80% of which reported being satisfied with the catering service. A higher percentage of patients in the private sector hospital were satisfied with the food distribution modalities with respect to the two public hospitals. Only 3% of patients in the private sector hospital required their families to bring food from home, with respect to 7.9% and 30% respectively in the two public hospitals. Private sector patients also reported appreciating the wide availability of food and the help given by health care workers (79% vs a mean of 55% in the two public hospitals). No differences were found amongst hospitals with regards to the hygienic characteristics of meals. The results of this study indicate the need to make changes in the management of the catering service of one of the involved public hospitals especially.

  1. [Customer satisfaction analysis in women attending an organized mammographic screening. Pilot study at Trento].

    Science.gov (United States)

    Della Sala, W; Tognotti, F; Pellegrini, M; Bernardi, D; Gentilini, M; Piffer, S

    2005-01-01

    Present paper reports on the results of a pilot customer satisfaction study carried out on 1.720 consecutive women (18.7 with spontaneous access) attended senology department (Trento and Borgo) in the context of a organized mammography screening programme, started in October 2000. Data were collected by a questionnarie filled by the women after mammography. 4.3% of the invited women reported the receiving the letter late, 0.9% considered it inaccurate, 7.2% had some problems for getting a new date for test, 1.8% of the whole sample reported some problems for external access and 2.2% for internal access to health facilities; 1.9% perceived waiting room as not friendly. The welcoming by the personnel is judged quite well, only 0.6% complained about it. Trento centre, is more efficient than Borgo. In 21.7% of the cases the mammography has been performed within next 30 minutes of the fixed time and in 7.9% besides that. 36.8% of the whole sample perceived mammography as tiresome and 4.1% as painful. The percentage of women reporting mammography disconforting increase, in Trento sample, according the education level as previously reported. The data about perceived quality are satisfactory, on the whole. Anyway it would be opportune to contain the waiting time.

  2. A study on factors influencing customer satisfaction: A case study of hospital dialysis patients

    Directory of Open Access Journals (Sweden)

    Zahra Jamalizadeh

    2013-10-01

    Full Text Available Quality of services is considered as one of the most important factors for customer retention as well as having a healthy business. In this paper, we present an empirical investigation to determine the most important factors influencing patients’ satisfaction in one of Iranian hospitals. The proposed model of this paper uses fuzzy analytical network process (FANP to rank different factors. The proposed model considers four major criteria including employee, management as well as organization, physicians and nurses. Our survey indicates that management and organizational issues are the most important factors followed by issues associated with physicians, nurses and employees. In terms of management and organization, waiting time to receive services is the most important factor followed by geographic location of the hospital, peaceful and quiet environment and quality of services. In addition, our surveyed patients expected their patients to listen to them very carefully and this is the most important item. They also expect nurses to provide a fast and reliable response while they expect employees to treat them with respect.

  3. Improving customer satisfaction and quality: hospitals recognized by J.D. power and associates share insights on meeting patient and employee needs.

    Science.gov (United States)

    2003-08-01

    For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction.

  4. Study on Quality and Customer Satisfaction Model%质量与顾客满意模型研究

    Institute of Scientific and Technical Information of China (English)

    熊新佳

    2013-01-01

    本文给出了一种质量与顾客满意之间的模型,从质量与顾客满意的关系研究出发,提出了质量贬值区、质量增值区和质量溢出区的划分原则,并为企业规划永续经营的质量战略提供了决策指南.%This paper presents a model between quality and customer satisfaction,based on the study of the relationship between quality and customer satisfaction,the principle for dividing the quality into quality devaluation area,quality value-added area and quality overflow area are provided,and a decision-making guidance for the enterprises developing their sustainable quality management strategy was proposed.

  5. Using focus groups to investigate service quality determinants for customer satisfaction in selected university libraries in Sri Lanka

    Directory of Open Access Journals (Sweden)

    Chaminda Jayasundara

    2010-01-01

    Full Text Available This study aimed at establishing service quality determinants which may affect customer satisfaction in university libraries in Sri Lanka. Using the literature, 113 service quality determinants were identified. These were then reviewed by eight focus groups in four different universities. Forty of the determinants were perceived to be applicable to their context. The participants also added 14 quality requirements which they thought were not provided for in the list. Finally, the content and face validity of the 54 determinants were evaluated by a panel of experts who ultimately reduced them to 50. This study recommends the use of the identified quality determinants by library administrators and policymakers in the higher education sector in Sri Lanka to gauge the levels of customer satisfaction and assure quality of service.

  6. Race-Related Stress, Quality of Life Indicators, and Life Satisfaction among Elderly African Americans.

    Science.gov (United States)

    Utsey, Shawn O.; Payne, Yasser A.; Jackson, Ebonique S.; Jones, Antoine M.

    2002-01-01

    Examines the relationships among race-related stress, quality of life indicators, and life satisfaction among elderly African Americans. Results indicated that elderly African American men and women differed significantly with regard to institutional and collective racism-related stress. In addition, institutional racism-related stress was a…

  7. Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels

    OpenAIRE

    Ali, Faizan

    2015-01-01

    Despite extensive research on service quality and its consequences, there is still a lack of empirical research examining these variables in the context of resort hotels. In filling the gap, this study aims to assess service quality as determinant of customer satisfaction and resulting behavioural intentions in the context of Malaysian resort hotels. Based on the literature review, this study validates a new operationalization of service quality and hypothesises its significant effects on cus...

  8. Consumer-Based Virtual Brand Personality (CBVBP), Customer Satisfaction and Brand Loyalty in the Online Banking Industry

    OpenAIRE

    Ong Khian Sin; Bang Ngyuen; Syed Alwi, SF

    2016-01-01

    Purpose The present research develops and tests a consumer-based virtual brand personality (CBVBP) concept by examining its sub-dimensions in the context of online banking, thus extending existing brand personality research. In addition, it examines the relationship between consumer-based virtual brand personality with customer satisfaction and brand loyalty. Design/ Methodology/ Approach A survey method was employed and data were collected from 219 online banking users in Malaysia. A ser...

  9. An Investigation into the Effect of Internet Banking Service Quality on Customer Satisfaction (Case Study: Khorasan Razavi Saderat Bank)

    OpenAIRE

    PEZESHKIAN, Sadegh; SADEGHI, Tooraj

    2015-01-01

    Abstract. This study aimed to investigate the effect of internet banking service quality on customer satisfaction. The study population consisted of all users of internet banking services in Khorasan Razavi Saderat Bank. In the current study, three criteria of factor loading coefficients, Cronbach's alpha and composite reliability were used to ensure the reliability of the questionnaire and also convergent validity was applied to examine its validity. Also, to evaluate the relationship among ...

  10. A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka

    Directory of Open Access Journals (Sweden)

    Chaminda Jayasundara

    2009-01-01

    Full Text Available University library administrators in Sri Lanka have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This article aims at providing a theoretical model to facilitate the identification of service quality attributes and domains that may be used to predict customer satisfaction from a service quality perspective. The effectiveness of existing service quality models such as LibQUAL, SERVQUAL and SERVPREF have been questioned. In that regard, this study developed a theoretical model for academic libraries in Sri Lanka based on the disconfirmation and performance-only paradigms. These perspectives were considered by researchers to be the core mechanism to develop service quality/customer satisfaction models. The attributes and domain identification of service quality was carried out with a stratified sample of 263 participants selected from postgraduate and undergraduate students and academic staff members from the faculties of Arts in four universities in Sri Lanka. The study established that responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, Web services and service delivery were quality domains which can be used to predict customer satisfaction. The theoretical model is unique in its domain structure compared to the existing models. The model needs to be statistically tested to make it valid and parsimonious.

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

    Directory of Open Access Journals (Sweden)

    Zeynep ÖZGÜNER

    2015-12-01

    Full Text Available 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 of data, frequencies, rates, and averages were calculated by them. Independent samples t-test (independent samples t-test and one way ANOVA analysis used from the data. The sub-dimensions subjected for the correlation analysis between to relationships examined. As a result, after-sales services according to the dimensions of the satisfaction of car owners are determined to be at a high level overall. There is not huge difference between to demographic changes with after sales services. Meaningful relationships have been identified with after sales services with sub-dimensions.

  12. Predictors of life satisfaction among Asian American adolescents- analysis of add health data.

    Science.gov (United States)

    Huang, Jui-Yen; Wang, Kuan-Yuan; Ringel-Kulka, Tamar

    2015-01-01

    Life satisfaction correlates with adolescent risk taking behavior and their outcomes in adulthood. Despite the fast rise in numbers of Asian adolescents in the U.S., the predictors of their life satisfaction are not well understood. This study examined the relationship between several demographic and contextual factors and global life satisfaction among this population. Data were derived from the National Longitudinal Study of Adolescent Health (Add Health), a nationally representative probability sample of US adolescents. Bivariate and multivariable logistic regression was conducted to evaluate hypothesized predictors of global life satisfaction of Asian American adolescents. All analyses were conducted using STATA version 11. After exclusion of cases with missing values, 1021 Asian American adolescents were studied. Self- rated health, self-esteem, perceived neighborhood quality, parental support and peer support were significantly and positively related to better global life satisfaction. However, after controlling for other factors, only self-esteem (adjusted odds ratio [aOR]: 4.76; 95% confidence interval [CI]: 2.86-8.33) and perceived peer support (aOR: 2.76; 95% CI: 1.33-5.76) significantly predicted higher life satisfaction. Peer support and adolescents' self-concept are strongly correlated with Asian American adolescents' subjective well-being. To promote the wellness of this population, culturally sensitive strategies in developing peer relationship and healthy self-concept may be effective. More studies are needed for subgroup comparison of various ethnicities among Asian American adolescents.

  13. Turistlerin Anadolu Misafirperverliği Algısının Müşteri Memnuniyeti ve Müşteri Sadakatine Etkisi (The Impact of the Customer Perception of the Anatolian Hospitality on the Custumer Satisfaction and Customer Loyalty)

    OpenAIRE

    Kemal ÇUBUKCU; YAYLI, Ali

    2016-01-01

    The “Anatolian Hospitality and Customer Satisfaction Survey” formed by such scales developed at the final stage was applied to 558 customers of four and five star hotels in İstanbul in July and August 2015. Analysis was achieved upon 519 acceptable observations by structural equation modeling of AMOS 18 program. In the research, customer satisfaction having a strong affection customer loyalty, customer satisfaction mediating the relationship between the perception of Anatolian ...

  14. Understanding the differentiating impacts of the communication strategies of a high involvement service (investment advisory services) and a high involvement product (precious jewellery) on customer satisfaction and loyalty.

    OpenAIRE

    Gupta, Gauri

    2009-01-01

    While marketing literature has largely focused on high and low involvement purchases and the positive relationship between customer satisfaction and loyalty; the differentiating impacts of communication strategies for a high involvement service and a high involvement product on customer satisfaction and loyalty has received little academic attention. Consequently, this study examines the differentiating impacts of the communication strategies for investment advisory services and precious jewe...

  15. 多品牌服装企业顾客满意度实证研究%An empirical study on customer satisfaction for multi-brand garment enterprise

    Institute of Scientific and Technical Information of China (English)

    王寒

    2012-01-01

    以美国顾客满意度模型的原因变量结合服装企业的实际情况为基础,建立了适合服装企业的顾客满意度测评指标体系.在实证分析中,以拥有多品牌的服装企业舒朗为例,采用模糊综合评价法为其品牌组合确立了适合其特点的顾客满意度计算方法,并对结果进行了信度、效度检验,验证了评价指标体系的实用性和有效性.此外还针对各品牌评价结果进行了比较分析,最后基于各项测评指标结果做了重要性-满意度分析.%Based on the structured variables in American Customer Satisfaction Index Model and combined with the actual operation of garment enterprises, this paper constructs a customer satisfaction evaluation index system for garment enterprises. In addition, taking a multi-brand garment enterprise "Show Long" as an example, it conducts an empirical study with the method of the fuzzy comprehensive evaluation to establish the suitable customer satisfaction calculation method for its brand mix, test the reliability and validity of results, and verify the practicability and efficiency of the evaluation index system. Furthermore, it also carries out a comparable analysis of the evaluation results of various brands. Finally, it conducts an importance-satisfaction analysis based on the evaluation index to guide the garment enterprises to further improve their customer satisfaction.

  16. MODEL APPLICATION MULTIVARIATE ANALYSIS OF STATISTICAL TECHNIQUES PCA AND HCA ASSESSMENT QUESTIONNAIRE ON CUSTOMER SATISFACTION: CASE STUDY IN A METALLURGICAL COMPANY OF METAL CONTAINERS

    Directory of Open Access Journals (Sweden)

    Cláudio Roberto Rosário

    2012-07-01

    Full Text Available The purpose of this research is to improve the practice on customer satisfaction analysis The article presents an analysis model to analyze the answers of a customer satisfaction evaluation in a systematic way with the aid of multivariate statistical techniques, specifically, exploratory analysis with PCA – Partial Components Analysis with HCA - Hierarchical Cluster Analysis. It was tried to evaluate the applicability of the model to be used by the issue company as a tool to assist itself on identifying the value chain perceived by the customer when applied the questionnaire of customer satisfaction. It was found with the assistance of multivariate statistical analysis that it was observed similar behavior among customers. It also allowed the company to conduct reviews on questions of the questionnaires, using analysis of the degree of correlation between the questions that was not a company’s practice before this research.

  17. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  18. A Study of Customer Satisfaction on Online Trading System Application of Securities Company in Indonesia Using Servqual

    Directory of Open Access Journals (Sweden)

    Hery Hery

    2015-05-01

    Full Text Available The purpose of this study is to measure the service  quality of online trading system implemented by PT  KDB  Daewoo  Securities  Indonesia.  The study is  a part of the company  efforts to provide  the best solution  services. The study  is performed   to determine the influence of service quality  factors on the customer satisfaction by means of ServQual  method. The method takes  into account  five  independent  variables,  namely, reliability (X1 ,  responsiveness  (X2 ,  assurance  (X3 , empathy (X4 , and tangibility (X5 . Meanwhile,  the cus- tomer satisfaction is considered as the dependent variable (Y . The population of of the study  is all 67 900 online traders at the company and the sample size is 265 traders. The data are collected via questionnaires and interviews. From the study results, we conclude that the five variables have  significant  influence  on the customer  satisfaction on the online trading system application   at PT KDB Daewoo Securities Indonesia. To  improve  the customer satisfaction, the company  should prioritize the quality- related factors,  and expand  and upgrade  the existing facilities and infrastructures.

  19. Sexual satisfaction, perceived availability of alternative partners, and marital quality in newlywed African American couples.

    Science.gov (United States)

    Stanik, Christine E; Bryant, Chalandra M

    2012-01-01

    The goal for this project was to examine the manner in which husbands' and wives' sexual satisfaction was related to their perceptions of the availability of alternative partners and overall marital quality. Participants were 470 newlywed African American couples residing in the southern region of the United States. Path analysis was used to simultaneously examine actor (individuals' sexual satisfaction on their own outcomes) and partner (individuals' sexual satisfaction on their partners' outcomes) effects. Wives' and husbands' sexual satisfaction was strongly and positively associated with their own reports of marital quality, although it was not associated with their partners' reports of marital quality. For both wives and husbands, higher sexual satisfaction was associated with lowered perceptions that they would be able to find other acceptable partners should their current relationship end. Perceived availability of alternative partners was, in turn, negatively associated with reports of marital quality.

  20. THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GCB BANK LIMITED –KOFORIDUA

    Directory of Open Access Journals (Sweden)

    Martin Otu Offei

    2016-02-01

    Full Text Available Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking

  1. Customer satisfaction survey with the National Vaccine Cold Chain Delivery Service.

    Science.gov (United States)

    Meara, M O; Morrissey, Y; Corcoran, B

    2009-05-01

    In 2008 the Health Service Executive (HSE) carried out a survey to assess general practitioners (GPs) satisfaction with the National Vaccine Cold Chain Service. This survey found high levels of satisfaction (> 90%) with the service. Over half of those surveyed had used the vaccine returns service with the majority (89.2%) finding it good or very good.

  2. "You've Gotta Keep the Customer Satisfied": Assessing Client Satisfaction.

    Science.gov (United States)

    Andert, Jeffery N.; And Others

    To better understand factors contributing to an identified early attrition rate for families referred to a child guidance clinic, a procedure was developed for assessing their satisfaction with clinic services. Brief Client Satisfaction Questionnaires (N=3) were developed to assess clients' attitudes and reactions to an initial screening and…

  3. Customer satisfaction and consumer responsibility: toward an alternative model of medical service quality.

    Science.gov (United States)

    Pinto, M B; Barber, J C

    1999-01-01

    In the increasingly competitive environment of medical services and patient care, physicians feel a strong pressure for increasing efforts to improve patient satisfaction with the goal of creating a loyal patient base. These steps to promote patient satisfaction have typically involved developing new programs and services, as medical offices seek to attract and keep their patients by continually enhancing service features. While patient satisfaction is a worthy goal, this paper argues that we often make mistakes and incur expensive costs in pursuing satisfaction as an end unto itself. This paper proposes an alternative model, based on creating a doctor-patient therapeutic alliance which has the dual benefits of enhancing patient satisfaction while improving the critical personal relationship between doctors and their patients, so necessary for the delivery of optimal care.

  4. Market segmentation based on customer satisfaction-loyalty links%基于顾客满意和顾客忠诚关系的市场细分方法研究

    Institute of Scientific and Technical Information of China (English)

    王霞; 赵平; 王高; 刘佳

    2007-01-01

    There exist different views and opinions on the links between customer satisfaction and loyalty. This paper suggests that the impact of customer satisfaction on loyalty varies across customers. This study choose the cell phone industry in China as an example and segmented customers with a novel method of clusterwise linear regression, based on the association between custome rsatisfaction and loyalty. Results revealed sample heterogeneity in relation to the two factors. The loyalty of some subgroups is positively related to satisfaction significantly, while that of other clusters is independent of satisfaction.

  5. Mexican Americans in Higher Education: Cultural Adaptation and Marginalization as Predictors of College Persistence Intentions and Life Satisfaction

    Science.gov (United States)

    Ojeda, Lizette; Castillo, Linda G.; Rosales Meza, Rocío; Piña-Watson, Brandy

    2014-01-01

    This study examined how college persistence intentions and life satisfaction influenced by acculturation, enculturation, White marginalization, and Mexican American marginalization among 515 Mexican American college students. The utility of a path analysis model was supported. Enculturation positively predicted persistence and life satisfaction.…

  6. 提高顾客忠诚依赖目标产品还是支持性服务--顾客满意度与顾客忠诚度元分析研究%Dose It Rely on Target Product or Supportive Service to Improve Customer Loyalty---A Meta-Analysis on Customer satisfaction and Customer Loyalty

    Institute of Scientific and Technical Information of China (English)

    林业进; 张红娜

    2014-01-01

    It is a great marketing target of enterprise to cultivate the customer loyalty through improving customer satisfaction.Under the process of improving customer loyalty,different customer satisfaction aspect makes different sense.In this study,the meta-analysis is done to research the relationship between customer satisfaction and customer loyalty with 141 empirical researches which contain 21 Chinese researches and 120 foreign references and the total sample size is 72670.In this study,it draws the conclusion is that the first it is positive relationship between customer satisfaction and customer loyalty and the second is different customer satisfaction aspect has different influence to customer loyalty;target product satisfaction has deeper degree of influence than supportive service satisfaction to customer loyalty and the third is attitude loyalty is more sensitive with supportive service satisfaction ,and behavior loyalty is more sensitive with target product satisfaction.%通过提高顾客满意度从而培养忠诚客户一直是企业的营销目标。通过对国内外核心期刊的141篇(英文120篇,中文为21篇)实证研究进行元分析,总样本量为72670。得出结论为:(1)顾客满意度与顾客忠诚度正相关;(2)目标产品满意度对顾客忠诚度的影响程度大于支持性服务满意度对顾客忠诚度的影响;(3)态度忠诚对支持性服务满意度更为敏感,行为忠诚对目标产品满意度更为敏感。

  7. A Study on the Relationship between Customer Satisfaction and Employee Service Delivery at Sutera Sanctuary Lodges’s Front Office Department at Kinabalu Park, Kundasang, Sabah, Malaysia

    OpenAIRE

    Alaska Adrian Kalasa; Supain Cyril Christopher

    2014-01-01

    The purpose of this study is focused on the customer service delivery by staff of front office department of Sutera Sanctuary Lodges, at Kinabalu Park, Kundasang, and Sabah, Malaysia. It will look into the attitude, skills and knowledge of the staff on customer service delivery and its effect on customer satisfaction. There are gaps that were identified from the findings; the front line staff has English language issues. The low rating for knowledge and skills in their work area are a concern...

  8. 顾客欣喜和顾客满意:究竟谁更能驱动顾客忠诚?%Customer Delight and Customer Satisfaction: Which Better Drives Customer Loyalty?

    Institute of Scientific and Technical Information of China (English)

    张跃先; 杨勇

    2016-01-01

    Delight and satisfaction are regarded as two important determinants of consumer loyalty. In the context of severe competition, great uncertainty and high risk, the predictive power of satisfaction and delight on customer loyalty was investigated, and the moderating role of online shopping experience was tested. It was found that delight and satisfaction work together to explain behavioral and attitudinal loyalty. Delight has a bigger impact on behavioral loyalty, and satisfaction exerts a bigger impact on attitudinal loyalty. Additionally, online shopping experience moderates the relationship among satisfaction, delight and loyalty. The findings can provide implications to improving customer loyalty by distributing limited resources.%顾客欣喜和顾客满意被认为是驱动顾客忠诚的关键要素.在存在高度竞争、不确定性和高风险的网上购物情境下,考察了顾客欣喜和顾客满意对态度和行为忠诚的预测效用,检验了网上购买经验的调节作用.研究发现顾客欣喜和顾客满意一起很好地解释了行为和态度忠诚,即欣喜更易驱动行为忠诚,而满意更易驱动态度忠诚,网上购买经验调节欣喜-满意-忠诚之间的作用路径.研究结论为网上商家合理配置有限资源及如何维持高顾客忠诚提供有意义的启示.

  9. 基于淘宝网的顾客网购满意度调查研究%Research on Customer Satisfaction of Online Shopping on Taobao

    Institute of Scientific and Technical Information of China (English)

    史晓丹; 贾红艳; 孙得友; 温德成

    2013-01-01

    本文借鉴国内外顾客满意度研究成果,整合SCSB、ACSI、ECSI和CCSI等理论,结合网络购物自身的特点和顾客网购满意度的影响因素,提出网络购物的满意度测评指标体系,基于淘宝网对顾客网购的满意度进行了调查分析,进而设计出基于淘宝网的顾客网购满意度测评指标体系和模型,并基于此模型对淘宝网的顾客网购满意度进行了分析和评价,为淘宝网提升顾客网购满意度提出了建议.%Referring to the domestic and foreign researches on the customer satisfaction and combining theories such as SCSB,ACSI,ECSI and CCSI,the paper proposes the customer satisfaction evaluation index system of shopping on Taobao by taking the characteristics of online shopping and influential factors of the customer satisfaction.After that,the paper does a survey of customer satisfaction of shopping on Taobao and then designs the customer satisfaction evaluation index system and model of shopping on Taobao.On this basis,it further analyzes and evaluates the customer satisfaction of shopping on Taobao and proposes a series of strategies of improving the customer satisfaction.

  10. Study On Customer Satisfaction Towards Cellular Service With Special Reference To Aircel At Mannargudi Town

    OpenAIRE

    Buvaneswari, R; Babu, Dr. R Prakash

    2013-01-01

    Telecommunications companies also talk of their customers being their most important assets, just like companies in other business domains. The customers of telecom services like cellular telephony, all moving ahead with times and have started buying cellular services just like daily household items such as tooth paste. Therefore it is necessary in todays business scenario to understand the fact that the idea of customers being a companys most important assets is not just a management theory,...

  11. Research on Demand-overflowing Customer Satisfaction Model%面向需求增溢的客户满意度模型研究

    Institute of Scientific and Technical Information of China (English)

    柳吉庆; 赵韩; 许肇云; 吴振华

    2013-01-01

    提出一种面向需求增溢现象的产品综合客户满意度计算方法,该方法首先对需求质量特征类型和客户满意度区间进行划分;然后采用分段式指数型函数建立不同类型的客户需求特征满意度模型;最后采用层次分析法确定各个需求特征的相关权重,从而得到不同产品对应的客户综合满意度。以工程自卸车产品客户选择为例,对该客户满意度模型应用的有效性和实用性进行了说明。%To solve the problem of reasonable customer satisfaction assignment when the product quality characteristic value was beyond customer demand expectation,a method was presented aiming at demand-overflowing phenomenon which existing in comprehensive customer satisfaction calcula-tion.First,types of demand quality characteristics and intervals of customer satisfaction were divid-ed.Then,subsection exponential functions were used to build customer satisfaction model for differ-ent types of demand characteristics.At last,results of comprehensive customer satisfaction for differ-ent products were established by using analytic hierarchy process.Taking customer selection on dump trucks as an example,validity and practicability of this application of customer satisfaction model was illustrated.

  12. Store Image Attributes and Customer Satisfaction in Supermarkets in Campo Grande-MS

    Directory of Open Access Journals (Sweden)

    Eluiza Alberto de Morais Watanabe

    2013-12-01

    Full Text Available The aim of this study was to investigate the relationship between image attributes and consumer satisfaction in supermarkets. Specifically, we sought to: a identify the variables which make up the image attributes of supermarkets and group them into factors, and b assess the impact of image attributes on consumer satisfaction. We conducted a quantitative study, which met quotas by region and city income class, among 400 individuals from Campo Grande, MS, southwest Brazil, who were responsible for purchasing supermarket products for their families. Exploratory Factor Analysis (EFA and Structural Equation Modeling were used for the data analysis. The results revealed that the attributes are grouped into five factors. The constructs “environment” and “promotions” were not considered significant in determining satisfaction, while the attributes “ personell”, “product” and “price” had a positive effect on satisfaction, with the latter having the greatest impact.  

  13. Social Cognitive Predictors of Mexican American College Students' Academic and Life Satisfaction

    Science.gov (United States)

    Ojeda, Lizette; Flores, Lisa Y.; Navarro, Rachel L.

    2011-01-01

    In this study, we used Lent's (2004) social cognitive model of well being to examine the academic and life satisfaction of 457 Mexican American college students attending a Hispanic-Serving Institution. Using structural equation modeling, results indicated that the model provided a good fit to the data. Specifically, we found positive relations…

  14. 美国人的用餐习惯%American Eating Custom and Practice

    Institute of Scientific and Technical Information of China (English)

    2004-01-01

    @@ Eating Custom and Practice 用餐习惯 American eating is funny. They eat almost everything with a fork, and it appears that holding a knife in one's right hand longer than a few seconds is considered to be against good table manners.

  15. 美国风俗仪式(下)/The American Customs and Rites

    Institute of Scientific and Technical Information of China (English)

    Jessica

    2004-01-01

    Courtship and engagement begin a new round of customs that lead up to a grand finale in marriage, the most tradition--regulated personal ceremony in American life. Here time has changed but not diminished the role of folklore. Couples formerly were granted the family parlor or porch swing for courting; today they have the family automobile.

  16. Enabling customer satisfaction and stock reduction through service differentiation with response time guarantees

    NARCIS (Netherlands)

    A.F. Gabor (Adriana); L.A. van Vianen (Lars); G. Yang (Guangyuan); S. Axsäter (Sven)

    2016-01-01

    textabstractIn response to customer specific service time guarantee requirements, service providers can offer differentiated services. However, conventional customer differentiation models based on fill rate constraints do not take full advantage of the stock reduction that can be achieved by differ

  17. How customer satisfaction changes behavior: A case study of banking industry

    Directory of Open Access Journals (Sweden)

    Hossein Vazifedoost

    2013-06-01

    Full Text Available An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

  18. 我国商业银行顾客满意理论研究述评%Reviews on Theory of Chinese Commercial Bank Customer Satisfaction

    Institute of Scientific and Technical Information of China (English)

    邓小菲

    2012-01-01

    Beginning with the general customer satisfaction theory, the paper reviews and summarizes the key research findings about customer satisfaction since the 1960s made by scholars at home and abroad from the following aspects like the definition of cus- tomer satisfaction, influence factors and satisfaction model. It focuses on the discussion of factors which influence commercial bank customer satisfaction and model construction. The review provides a reference for understanding and further studying of the theories of customer satisfaction.%本文从顾客满意的定义、影响因素和满意度模型等方面回顾和总结了20世纪60年代以来国内外学者对顾客满意的关键性研究成果,并重点讨论商业银行顾客满意影响因素及模型的构建,为理解顾客满意的有关理论,进一步进行商业银行顾客满意的研究提供了借鉴。

  19. On measures to improve customer satisfaction of the Wuling Automobile%浅谈五菱汽车如何提高客户满意度

    Institute of Scientific and Technical Information of China (English)

    黄小武; 陈峰; 周永达

    2013-01-01

      增进客户的满意,可以拥有更多的忠诚客户,可以增强市场竞争力,是企业生存和发展的基础。五菱汽车通过提高产品质量,提高售后服务人员的整体素质,树立客户第一的理念来提高客户满意度,加速企业快速发展。%  improve customer satisfaction ,can have more loyal customers, can enhance the competitiveness of the market, is the enterprise survival and the development foundation .Wuling Automobile through the improvement of product quality, improve the overall quality customer service staff, establish the customer first philosophy to improve customer satisfaction ,fast and accelerate the development of enterprise.

  20. A Study on Automated Semantic Analysis of Customer Satisfaction Comments-A Case Study on Service Quality of Hotels on a Chinese Tourism Website

    Directory of Open Access Journals (Sweden)

    Li-Hua Li

    2013-07-01

    Full Text Available This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service quality. The method proposed in this study has proven that semantic analysis is capable of delivering results of substantial accuracy. Automated semantic analysis would not only allow corporate managers to boost their efficiency in data collection and processing through cloud information services but also help them better understand contents that customers really care about. By paying more attention and making more effort to improve upon shortcomings identified by customers, corporate managers would be able to raise customer satisfaction and improve the image of their businesses at the same time.

  1. 内蒙古旅游网用户满意度实证研究%An Empirical Study of Customer Satisfaction of Inner Mongolia Tourism Website

    Institute of Scientific and Technical Information of China (English)

    张瑞雪; 常鑫

    2012-01-01

    以内蒙古旅游网为例,以网站体验、网站信息、电子商务、网站交互性四个维度为基础,采用实证研究,辅之以SPSS专业统计软件,调查分析了网站用户满意度情况。通过对调查数据进行信度检验和探索性因子分析,结果表明内蒙古旅游网网站在信息维度下用户满意度较高,其他三个维度用户满意度有待提高。由此提出了改进建议。%In order to investigate customer satisfaction of tourism websites of Inner Mongolia Tourism Website,this paper proposes the index of customer satisfaction of tourism websites which includes website experience,website information,E-commerce and website interaction.Empirically,the author surveys online consumers to test their satisfaction of tourism websites using SPSS.Reliability test and exploratory factor analysis of customer satisfaction reveal that the website contents can satisfy customers,but website experience,E-commerce and interaction need to be improved.Finally,suggestions for improving customer satisfaction of Inner Mongolia tourism website are discussed.

  2. An Empirical Study of the Relationship among Customer Participation, Customer Satisfaction and Customer Trust: Based on the Moderating Effect of Two Kinds of Self-regulating Guidance%顾客参与、顾客满意与顾客信任的作用机制研究——基于两种自律导向的调节分析

    Institute of Scientific and Technical Information of China (English)

    张正林; 杨小红

    2016-01-01

    本文探讨了顾客参与与顾客信任的关系以及顾客满意的中介作用和两种自律导向的调节效应. 研究结果发现:顾客参与对顾客信任和顾客满意都具有积极的促进作用,顾客满意在顾客参与和顾客信任之间呈现出完全中介作用,情感导向能够有效调节顾客参与与顾客满意之间的关系,但是理性导向则起不到调节作用.%This paper discusses the influence mechanism of customer participation on customer trust, and analyzes the mediating and moderating effect of customer satisfaction and two kinds of self-regulating guidance. The results show that:customer participation imposes positive influences on customer trust and customer satisfaction, customer satisfaction has fully mediating effect in the relationship between customer participation and customer trust, emotional guidance imposes positive influence between customer participation and customer satisfaction, but rational guidance has not significant effect.

  3. 顾客个人价值嵌入的顾客满意度指数扩展模型%Extended Customer Satisfaction Index Model Embedded Customer Personal Value Conception

    Institute of Scientific and Technical Information of China (English)

    李艺; 马钦海; 张跃先

    2011-01-01

    The paper tries to introduce the concept which reflects customers' terminal needs into the cause-and-effect line of the customer satisfaction index, and provides the extended Customer Satisfaction Index model embedded customer personal value conception. Through empirical research on the samples from restaurants and mobile services, the analysis shows that the extended model is confirmed, customer personal value has a significant influence on customer satisfaction, and perceived quality and perceived value are the factors which affect customer personal value. The results of the study deepen the understanding of the mechanism of forming customer satisfaction and can be used as a theoretical basis for service companies to choose suitable indexes in order to appraise the ability of fulfilling customer needs and economic performance.%本文尝试将反映消费终极目的的顾客个人价值概念引入顾客满意度指数模型,提出了嵌入顾客个人价值的顾客满意度指数扩展模型.基于餐饮业和移动通讯业样本进行实证研究,结果表明所提出的扩展模型得到验证,顾客个人价值对顾客满意具有显著的影响,感知服务质量和感知顾客价值是顾客个人价值的决定因素.本研究深化了对顾客满意形成机理的认识,为服务企业评价满足消费者需求能力和经济产出质量的指标提供了理论根据.

  4. E-banking Complexities and the Perpetual Effect on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating Factor

    Directory of Open Access Journals (Sweden)

    Machogu AM

    2015-12-01

    Full Text Available The marvelous kinds of innovation in technology and hard line blend of it with information technology has made a paradigm shift in the banking industry. Transformation from traditional, bricks-and-mortar banking to E-banking has been momentous. The major innovation in technology have been a major force in the radical transformation that has led to the geographical, legal and industrial barriers and has led to the creation of new products and services more so in the banking industry. E-banking can be traced back to as early as 1970s. The main two reason as to why banks began replacing some of their traditional branch functions include:- Firstly, the setup and maintenance of branches was very expensive because of the overhead expenses associated with them, and Secondly, E-banking products/services created a completive advantage for the banks that utilized them. E-banking is a composite of various or technologies, such as telephone (both landline and cell phones, direct bill payment i.e. (Electronic Funds Transfer (EFT and PC or Internet banking and mobile banking. The five main basic services associated with ebanking include: view of account balances and transaction histories; paying bills; transferring funds between accounts; requesting credit card advances; and ordering checks. The objective of this study to evaluate the perceptual view of the male and female respondents on the e-banking complexities and how they affect the male and female customer’s satisfaction. The research evaluated the view of the respondents based on their demographic profile on the E-banking complexities and its effects on their satisfaction. This research was perceptual-tailored and relationship-oriented; identifying the underpinning e-banking complexities, and how they are influenced by the customer’s gender and its effect on customer satisfaction. The study used the descriptive and co relational research designs. The respondents sampled in this study were only

  5. 基于SEM的物流企业顾客满意度测评%Measurement of Customer Satisfaction of Logistics Enterprises Based on SEM

    Institute of Scientific and Technical Information of China (English)

    齐培琴; 陈永锋

    2015-01-01

    In this paper, we analyzed the factors influencing the customer satisfaction of logistics enterprises, then established the corresponding customer satisfaction measurement model of the logistics enterprise, verified the validity and accuracy of the model by analyzing the reliability and validity of the customer satisfaction questionnaire, then used the AMOS software to estimate and approximate the parameters of the model, and at the end, found that the customer expectation and perceived value were negatively and positively correlated to the customer satisfaction respectively and the positive correlativity of the customer satisfaction with the customer loyalty was more significant than that with the customer complaint.%分析了物流企业顾客满意度影响因子,根据影响因子和结构方程模型测量指标建立了物流企业顾客满意度测评模型,通过分析顾客满意度调查问卷的信度和效度,确定顾客满意度结构方程模型的合理性和准确性,利用AMOS软件对模型的参数进行了估计和拟合,效果较好.结果表明,顾客期望、感知价值与顾客满意度分别呈负相关和正相关,顾客满意度对顾客忠诚的正相关作用要大于顾客抱怨.

  6. Relationship Among Service Quality, Customer Satisfaction, and Renewal Intentions in Recreation Theme Park in Greece

    Directory of Open Access Journals (Sweden)

    Ilias Flabouras Nietos

    2015-06-01

    Full Text Available Theme parks are a very popular form of recreation around the world. They are focused on one or more central themes and they are expected to attract significant investing interest in the following years. The purpose of this research was to study the effect of service quality concerning the satisfaction of the participants in a theme park and their renewal participating intentions. The survey involved 272 adults in a theme park. The questionnaire of Chang and Lee (2004, adapted to the needs of the theme park, was used to evaluate the quality, the satisfaction and the renewal intentions of the participants. Results showed a significant positive relationship among quality, satisfaction and renewal intentions, while partial correlations showed moderate positive relationship among these factors, the management of the theme parks should take all this into account for the proper designing and improvement of the services they provide.

  7. THE EFFECT OF SERVICE, PRODUCT QUALITY, AND PERCEIVED VALUE ON CUSTOMER PURCHASE INTENTION AND SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dodi Iskandar

    2015-05-01

    Full Text Available The research was conducted at Kedai Sop Durian Lodaya (KSDL in Bogor on February 2015. The research objectives were 1 to identify the characteristics of KSDL consumer’s behavior, 2 to analyze the factors influencing the consumer satisfaction and purchase intention of KSDL’s consumers , 3 to analyze KSDL's consumer satisfaction level and purchase intention, 4 to formulate the managerial implications in order to increase consumer satisfaction and KSDL's purchase intention. The research was conducted by using descriptive methods through case study approach. Data was collected through questionnaires with non-probability sampling technique, using  convenience sampling technique. Data was analyzed by using Structural Equation Modeling (SEM. The result shows that all of the satisfaction component variabels have significantly influenced consumer satisfaction and purchase intention. In sequence, the variables having the highest influence to the lowest influence are product quality, responsiveness, assurance, empathy, reliability, tangibility, and perceived value.    Keywords: consumer satisfaction, service quality, product quality, purchase intention, SEM, kedai sop durian lodaya (KSDL ABSTRAKPenelitian dilakukan di Kedai Sop Durian Lodaya (KSDL di Bogor pada bulan Februari 2015. Tujuan dari penelitian ini adalah 1 mengidentifikasi karakteristik perilaku konsumen di KSDL, 2 menganalisis faktor-faktor yang mempengaruhi kepuasan dan purchase intention pada konsumen di KSDL, 3 menganalisis tingkat kepuasan dan purchase intention konsumen di KSDL, 4 merumuskan implikasi manajerial untuk meningkatkan kepuasan konsumen serta menimbulkan purchase intention konsumen di KSDL. Penelitian ini dilakukan dengan metode deskriptif melalui pendekatan studi kasus. Pengumpulan data dilakukan melalui pengisian kuesioner dengan teknik nonprobability sampling menggunakan metode convenience sampling. Data dianalisis dengan menggunakan structural equation modeling

  8. Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.

    Science.gov (United States)

    Rocco, Gaetano; Brunelli, Alessandro

    2012-11-01

    Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care.

  9. Los Angeles OneSource System Youth Participant Customer Satisfaction Survey, 2010-2011

    Science.gov (United States)

    Heisley, Deborah D.; Moore, Richard W.; Patch, Robin N.

    2012-01-01

    As part of the Workforce Investment Act of 1998, Los Angeles OneSource Centers offer low-income youth ages 14-21 services aimed at improving educational achievement, enhancing job skills, and preparing for college. The primary purpose of this study was to evaluate the youths' satisfaction with services received at 14 OneSource Centers throughout…

  10. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    Science.gov (United States)

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  11. Customer Satisfaction Perceptions of Dislocated Workers Served by WIN Job Centers in the Mississippi Corridor Consortium

    Science.gov (United States)

    Washburn, Dava Michelle

    2009-01-01

    The purpose of this study was to determine the perceptions of satisfaction of dislocated workers served by WIN Job Centers in the Mississippi Corridor Consortium. Four WIN Job Centers participated in this study: Northeast Mississippi Community College WIN Job Center in Corinth, Northwest Mississippi Community College WIN Job Center in Oxford,…

  12. [2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].

    Science.gov (United States)

    Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

    2013-01-01

    In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers.

  13. Water conservation quantities vs customer opinion and satisfaction with water efficient appliances in Miami, Florida.

    Science.gov (United States)

    Lee, Mengshan; Tansel, Berrin

    2013-10-15

    During 2006-2007, Miami-Dade County, Florida, USA, provided incentives for low income and senior residents in single family homes for retrofitting with high efficiency fixtures. The participating residences were retrofitted with high-efficiency toilets, showerheads, and aerators. In 2012, a telephone survey was conducted to evaluate the satisfaction of the participants and the associated effects on water conservation practices. This study evaluates the attitudes and opinions of the participants relative to water use efficiency measures and the actual reduction in water consumption characteristics of the participating households. The participant characteristics were analyzed to identify correlations between the socio-demographic factors, program satisfaction and actual water savings. Approximately 65.5% of the survey respondents reported changes in their water use habits and 76.6% reported noticeable reduction in their water bills. The analyses showed that the satisfaction levels of the participants were closely correlated with the actual water savings. The results also showed that satisfaction level along with water saving potential (i.e., implementation of water efficiency devices) or change of water use habits has provided positive synergistic effect on actual water savings. The majority of the participants surveyed (81.3-89.1%) reported positive attitudes for water conservation incentive program and the benefits of the high efficiency fixtures.

  14. An examination of blood center structure and hospital customer satisfaction: what can centralized and decentralized blood centers learn from each other?

    Science.gov (United States)

    Carden, Robert; DelliFraine, Jami L

    2005-01-01

    The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customer satisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research.

  15. Research on Customer Loyalty of O2O Business Based on Lifestyle and Customer Satisfaction%基于生活型态及顾客满意的O2O顾客忠诚研究

    Institute of Scientific and Technical Information of China (English)

    江江; 朱立冬

    2015-01-01

    基于SPSS及SMARPLS软件,结合因子、聚类、结构方程模型分析以及PLS交叉项的调节效应分析,探讨O2O模式下的顾客满意与顾客忠诚的关系。研究发现,生活型态视角的O2O消费者包括三类(潮流新贵、外向领袖以及理智持家);生活型态对O2O顾客满意与顾客忠诚之间的关系强度具有显著调节效应。%This study explores the influence of customer satisfaction to customer loyalty in O2O mode factor analysis,clustering analysis, structural equation model analysis and moderating effect analysis by the SPSS and SMARTPLS.It is found that the sub markets included in the O2O market are three.There is no obvious difference between the perception of customer satisfaction and customer loyalty of the O2O consumer who are in different life style.The life style has a significant moderating effect on the relationship between O2O customer satisfaction and customer loyalty.

  16. Research on Customer Satisfaction of Local Commercial Bank in Guangxi Province%广西地方性商业银行客户满意度分析

    Institute of Scientific and Technical Information of China (English)

    杨燚; 张日明

    2015-01-01

    提升客户满意度是商业银行提高其竞争力、获利的关键所在.客户满意度分析是建立和强化地方性商业银行满足客户能力的基础.文章利用调查问卷对广西四家地方性商业银行的客户满意度进行调查分析,找出其服务中存在的不足,并为其进一步提高客户满意度水平提出了改进措施.%Customer satisfaction is the commercial Banks to improve its competitiveness and the key to profit. Customer satisfaction analysis is to establish and strengthen the basis of local commercial banks to meet the customers' ability. In this paper, using the questionnaire of Guangxi four local commercial bank customer satisfaction investigation analysis, find out the insufficiency in its service, and further improve the level of customer satisfaction for its improvement measures are put forward.

  17. 一种客户满意度调查系统设计方案%A Design of Customer Satisfaction Survey System

    Institute of Scientific and Technical Information of China (English)

    朱晔

    2012-01-01

    Customer Satisfaction Research (CSR) is a measure in the degree of the achievement a business or an enterprise get in meeting or exceeding the expectations of customers when they pay for the products or the service. The process of measuring the satisfaction of customers is called Customer Satisfaction Research. This paper mainly talks about the definition of the function of the customer satisfaction survey system, as well as the analysis to the module design, then, it goes into the data structure, interface and the security design of the system. At last, it illustrates the detailed steps to make the program come true, by representing the functions and cases of design of every module.%顾客满意度调查(CSR)是用来测量一家企业或一个行业在满足或超过顾客购买产品的期望方面所达到的程度,测量顾客满意度的过程就是顾客满意度调查。本文对满意度调查系统功能的定义和模块设计分析,数据结构以及系统接口和安全性能的设计;最好给出了具体的系统实现步骤,并定义了系统各个模块的功能以及设计。

  18. Research for a Reliability Model on Customer Satisfaction%顾客满意的可靠性模型研究

    Institute of Scientific and Technical Information of China (English)

    吴卫东; 王海宇; 刘德智

    2004-01-01

    With the development of a new era, the connotation for quality concept has been greatly changed. The original required technical standards for quality judgment is substituted by satisfaction of customer requirement and customers become the final judges. The evaluation of customer satisfaction for quality management in enterprises becomes more noticeable and important. The authors in this article adopt the theories of reliability and redundancy economics investigate customer satisfaction index to provide a designed model for improving customer satisfaction.%随着时代的发展, 质量的概念发生了很大的变化, 其判断标准由原来的符合技术标准转而成为满足顾客需求,顾客成为质量的最终判断者.对顾客满意的评测问题是企业质量管理工作中的一个重要方面,并越来越引起人们的关注.本文采用可靠性和冗余经济学的原理对顾客满意可靠度进行了一定的研究,并给出了一个提高顾客满意可靠度的冗余方案设计模型.

  19. Pengaruh Kualitas Layanan Mobile Banking (M-Banking Terhadap Kepuasan Nasabah di Indonesia [Effect of Mobile Banking (M-Banking Service Quality on Customer Satisfaction in Indonesia

    Directory of Open Access Journals (Sweden)

    Aditya Wardhana

    2015-09-01

    Full Text Available The research aim was to assess the influence of the service quality of mobile banking (m-banking against customer satisfaction at the greatest banks in Indonesia. Elements of the quality of mobile banking services (m-banking were speed, security, accuracy, and trust. The population of this study was bank customers from eight of the greatest bank in Indonesia -- Bank Mandiri, Bank BRI, Bank BCA, Bank BNI, Bank CIMB Niaga, Bank Danamon, Bank Permata, and Bank Panin -- who used mobile banking which totaled 19.9 million customers with the size of the sample being 400 respondents. The sampling method used nonprobability sampling by incidental sampling. The results by using a structural equation modeling (SEM found significant influences between service quality of mobile banking (m-banking partially and simultaneously to customer satisfaction.

  20. Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

    Directory of Open Access Journals (Sweden)

    Çerri Shpëtim

    2012-12-01

    Full Text Available The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA and structural equation modeling (SEM were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies’ performance.