Understanding customer switching behavior in a liberalizing Service market : An exploratory study

NARCIS (Netherlands)

Wieringa, Jaap E.; Verhoef, Peter C.

In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory

Understanding customer switching behavior in a liberalizing Service market : An exploratory study

NARCIS (Netherlands)

Wieringa, Jaap E.; Verhoef, Peter C.

2007-01-01

In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory

Standards and Customer Service: Employees Behavior towards Customers

Directory of Open Access Journals (Sweden)

Venelin Terziev

2017-09-01

Full Text Available Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.

2009-01-01

We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer

Customer service: the key to market differentiation.

Science.gov (United States)

Stahl, D A

1997-06-01

Fierce competition in the subacute care environment makes customer service orientation essential. Four steps help to achieve quality customer service are: (1) institute core values; (2) identify your customers; (3) understand human resources; and (4) establish an efficient system.

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.

2007-01-01

We study the effects of customer-specific marketing expenses on customer retention and cus-tomer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a type of expenses targeted at individual customer relationships: the

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...... to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

S. van Triest (Sander); M.J.G. Bun (Maurice); E.M. van Raaij (Erik); M.J.A. Vernooij (Maarten)

2009-01-01

textabstractWe study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual

Business marketing: understand what customers value.

Science.gov (United States)

Anderson, J C; Narus, J A

1998-01-01

How do you define the value of your market offering? Can you measure it? Few suppliers in business markets are able to answer those questions, and yet the ability to pinpoint the value of a product or service for one's customers has never been more important. By creating and using what the authors call customer value models, suppliers are able to figure out exactly what their offerings are worth to customers. Field value assessments--the most commonly used method for building customer value models--call for suppliers to gather data about their customers firsthand whenever possible. Through these assessments, a supplier can build a value model for an individual customer or for a market segment, drawing on data gathered form several customers in that segment. Suppliers can use customer value models to create competitive advantage in several ways. First, they can capitalize on the inevitable variation in customers' requirements by providing flexible market offerings. Second, they can use value models to demonstrate how a new product or service they are offering will provide greater value. Third, they can use their knowledge of how their market offerings specifically deliver value to craft persuasive value propositions. And fourth, they can use value models to provide evidence to customers of their accomplishments. Doing business based on value delivered gives companies the means to get an equitable return for their efforts. Once suppliers truly understand value, they will be able to realize the benefits of measuring and monitoring it for their customers.

The Service for the Customers of Coal Products in the Context of the Conception of Relationship Marketing

Directory of Open Access Journals (Sweden)

Trushkina Nataliia V.

2017-04-01

Full Text Available The article is aimed at developing approaches to the service for various groups of customers of coal products in the context of the conception of relationship marketing. Content of the term of «service of the customers of coal products» has been clarified. An analysis of the dynamics of volume and structure of coal consumption in Ukraine was carried out. It has been proven that in organizing the marketing processes in terms of coal enterprise activities, it is appropriate to apply the conception of relationship marketing, essence of which is formation of a partnership based on a customer-oriented approach to the service for customers of coal products. A feature of this approach, unlike the existing ones, is the allocation of different groups of consumers of coal products, taking into consideration the volume of their annual demand and the specifics identified. It has been suggested that a systemic, process, and functional approaches to the organization of processes of service for the consumers of coal products be used in a single complex through the implementation of management functions.

I.T., Optimized energy systems and new customer services. The deregulated electricity market and the Ronneby case

Energy Technology Data Exchange (ETDEWEB)

Bergstroem, U

1999-03-01

This thesis concerns the utilization of information technology to obtain optimized energy systems and the increasing dependence on IT applications within the power industry in general, and especially within electricity. Based on energy system optimizations, industrial simulations, interviews and literature surveys, the thesis concludes that information technology is a condition for optimized energy systems. Through large-scale load control, enabled by IT, the energy system cost for supplying a local energy system can be reduced considerably. Diurnal energy system optimizations further illustrate the increased utilization of load control, accentuated, when customers are exposed to the variations of the spot market price. Thereby, the increased need for load management on a deregulated market, where real time pricing is applied, is mirrored. However, given the boundary conditions of the deregulated electricity market, optimization of energy systems is no condition for competitiveness within electricity sales. This study also points out that, apart from industrial customers, other market actors, like electricity sales companies and local distributors, have few incentives to introduce load control. Distributors mainly lose money on power reducing measures, except for when there are distribution limitations. Neither do electricity sales companies make short-term earnings from large-scale load control. The combination with small economic savings for residential customers make the financing of large-scale load control problematic. Regarding electricity sales companies, increased IT utilization is observed to enable marketing and service offerings on the Internet, and IT-based value-added services (VAS). For pure communication services, the sales companies utilize IT to offer telephone services (analogue technique) and Internet access, the latter is sometimes performed on the electricity grid. Extended IT-systems for customer administration, customer service, and market

Marketing Youth Services.

Science.gov (United States)

Dimick, Barbara

1995-01-01

Marketing techniques in youth services are useful for designing programs, collections, and services and for determining customer needs. The marketing mix--product, place, price, and practice--provides a framework for service analysis. (AEF)

Customized products and cloud service information system development research

Directory of Open Access Journals (Sweden)

Hung Chien-Wen

2017-01-01

Full Text Available This study presents a cloud service customized product information system to enable businesses to provide customized product marketing on the Internet to meet consumer demand for customized products. The cloud service of the information system development strategic framework proposed in this study contains three elements: (1 e-commerce services, (2 promotion type modules, and (3 cloud services customized promotional products. In this study, a mining cloud information system to detect customer behavior is proposed. The association rules from relational database design are utilized to mine consumer behavior to generate cross-selling proposals for customer products and marketing for a retailing mall in Taiwan. The study is composed of several parts, as follows. A market segment and application of association rules in data exploration techniques (Association Rule Mining and sequence-like exploration (Sequential Pattern Mining, efficient analysis of customers, consumer behavior, identification of candidates for promotional products, and using cloud service delivery and evaluation of targets to evaluate candidates for promotional products for production. However, in addition to cloud service customized promotional products, the quantity of promotional products sales varies for different customers. We strive to achieve increased customer loyalty and profits through the use of active cloud service customized promotional products.

Focusing on customer service.

Science.gov (United States)

1996-01-01

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

Customer Service in Ontario's Colleges

Science.gov (United States)

Keith, John

2005-01-01

No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

Customer Satisfaction in Farmer-to-consumer Direct Marketing

OpenAIRE

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

2008-01-01

The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyzes the impact of customer satisfaction and its driving forces for farmer-to-consumer direct marketing and is based on a customer survey among 1,537 customers in 33 organic and conventional on-farm stores in Germany. The results emphasize the role of store atmosphere, customer service and product quality as the main factors which influence customer satisfaction.

The Marketing Mix and Service Quality in Relation to Their Impacts on Customer Satisfaction: A Study of Fast Food Chains in Taiwan

OpenAIRE

Huang, Liang-Chin

2006-01-01

The major objective of this dissertation is to explore the relationship between marketing mix/service quality and customer satisfaction in fast food chains in Taiwan. A mathematical relationship was sought to identify whether (a) marketing strategies developed from 4P (product, price, promotion and place) are related to customer satisfaction. (b) service quality developed from DINESERV (Stevens, Knutson, and Patton, 1995), the restaurant service quality measuring tool, is related to customer...

[How are consumers, service and market factors related to customer loyalty in medical service? Targeting the medical consumer in a city].

Science.gov (United States)

Lee, Sunhee; Kim, Hyunmi; Kim, Juhye; Ha, Gwiyeom

2008-09-01

This study was performed to explore customer loyalty and the related factors. 900 households (a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects (923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. When comparing the relating factors related with customer loyalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers.attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers.attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

Directory of Open Access Journals (Sweden)

Tuulia Nikunen

2017-06-01

Full Text Available The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a more in-depth understanding of micro-enterprises’ current strategies in terms of new digital marketing tools that foster stronger customer relationships. Based on interviews of two digital marketing service providers, this paper describes how their micro-enterprise clients use digital marketing tools through the five elements of building customer relationships. The findings highlight the importance of a practical understanding of digital marketing tools, as the digital marketing environment changes rapidly. The human capital and digital tool knowledge of micro-enterprises’ owner-managers have a great impact on these firms’ digital marketing and, ultimately, their success.

Service Marketing Competitiveness In The New Economy

OpenAIRE

Aleksandar Grubor

2008-01-01

In the new economy the basic characteristics of services determine service consumption, just as customer relationship management impacts on the approach to services marketing. Contemporary service customers perceive service quality in service encounters and in ongoing relationships as well. The perception of service quality may be presented as a basic model of perception, known in service marketing reference sources as The Perceived Service Quality Model. Service marketers and marketing manag...

Customer Activity: A Perspective on Service Use

OpenAIRE

Mickelsson, Jakob

2014-01-01

Due to changes in technology, customers are increasingly empowered in their interactions with companies. Information is readily available, and customers can choose, learn and contribute in ways previously unimaginable. Even though marketers have acknowledged the importance of understanding the customer as an active participant in service, there have been few efforts to systematically understand and illustrate the customer’s structures of activity. Customer activity has within marketing tr...

Customer Service Analysis of Air Combat Command Vehicle Maintenance Support

Science.gov (United States)

1993-09-01

the survey, the researchers categorized the services or variables into marketing mix components: product, price, promotion, and customer service...comparing and analyzing the variables identified in the previous three phases to determine a strategic marketing mix (46:9). After analyzing the data...service/physical distribution. Additionally, they found that customer service/physical distribution was an integral component of the marketing mix , and

Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.

Science.gov (United States)

Kim, Bogyun; Lee, Jia

2016-03-01

Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Factors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p marketing from environmental characteristics (β = .21, p = .001). Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction. Copyright © 2015. Published by Elsevier B.V.

Executing A Customer Relationship Management Programme In An Emerging Market: An Empirical Approach

Directory of Open Access Journals (Sweden)

Akinyele Samuel

2013-05-01

Full Text Available Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The execution of a one- to- one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the execution of customer relationship management (CRM as proposed by Peppers, Rogers and Dorf (1999b are examined and the effect on customer service in an emerging market is investigated. The findings indicates that there are positive associations with these steps and customer service.

What drives customer choice in competitive power markets? Final report

International Nuclear Information System (INIS)

Cates, S.

1998-12-01

Understanding what drives customer choice is a crucial first step toward meeting customer needs in competitive power markets. To understand the key drivers of customer choice, Research Triangle Institute (RTI) conducted in-depth telephone interviews with 150 customers in California, Pennsylvania, and Rhode Island and with 12 energy service providers (ESPs) serving these states. Because it is a qualitative study, the number of interviews is small; however, these interviews provide a first look at actual choice behavior in the US. This study also drew on previous EPRI research on customer choice and switching intentions, the US pilot program experience, actual customer choice behavior in international markets, and lessons learned in other deregulated industries. This study identified by customer sector--residential, small and medium commercial and industrial (C/I), and large C/I--the factors customers consider when choosing an electricity supplier, customers' reasons for switching electricity supplier, and customers' reasons for not switching. One of the key findings of the study is that the key driver for switching electricity supplier is the desire to save money. In markets where energy service providers can offer significant savings, customers are switching; but, in markets where no price incentives exist, customers are reluctant to switch

Marketer consolidated billing : realizing the value of customer relationships

Energy Technology Data Exchange (ETDEWEB)

Schiratti, A. [Sunoco, Toronto, ON (Canada)

2001-07-01

This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill.

Marketer consolidated billing : realizing the value of customer relationships

International Nuclear Information System (INIS)

Schiratti, A.

2001-01-01

This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill

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

OpenAIRE

manigeh Bahrainizadeh; Leila Tavasoli

2014-01-01

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

Customer retention: maintaining the competitive edge in the retail market

Energy Technology Data Exchange (ETDEWEB)

Wright, T. [CitiPower Ltd., Melbourne, VIC (Australia)

1997-09-01

The current market environment in the electricity industry is one of changing regulations with many of the rules being developed. There is a great deal of customer confusion and uncertainty with some customers unaware of their contestable status and many are insecure about mixing retail and distribution supplies. This paper discusses customer retention and maintaining the competitive edge in the retail market. It draws on some conclusions from a survey released by the Australian Chamber of Manufacturers entitled `Customer feedback on Victoria`s competitive electricity market`. An overview is presented of the retail market in Australia which is one of very strong price-based competition, with as yet little differentiation. A process is described for retaining customers which involves asking the customer what he/she wants in a language which they understand. The best way to determine customer needs is through a combination of internal and external sources. Enhancing customer loyalty and differentiating and marketing the product are also discussed. As the market matures, customer retention and satisfaction will be based on value added services at a reasonable cost. (author). 6 figs.

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...

Pengaruh Customer Relationship Marketing Dan Brand Trust Terhadap Customer Loyalty Pada PT. Asuransi Jiwasraya (Persero) Cabang Pekanbaru

OpenAIRE

Pasaribu, Verawati; Karneli, Okta

2017-01-01

The development of business nowadays claim theirself to give the best and to do the improvement not only for the service but also their product. The dinamyc competition enable the business not to find the new customer, but to defend them for a loyal so that they don't interest to the other business. One of the customer loyalty strategy is Customer Relationship Marketing and Brand Trust. This reserach analyzes the influence of Customer Relationship Marketing and Brand Trust to Customer Loyalty...

ORIENTATION TOWARD CUSTOMER FOR PUBLIC FOOD SERVICE

Directory of Open Access Journals (Sweden)

LIVIU ILIE FACALEATA

2015-10-01

Full Text Available In the context of accelerated economic globalization and hyper global competition, companies must have a high degree of orientation in the market, to know and respond quickly to volatile markets. In this context, the public food field is one marked by significant changes having regard to needs and consumer behavior. Public food services are designed to meet first the basic needs which causes certain private actions and a particular mechanism for the training of behavior with significant impact on the way in which the companies of public food should develop services and certain ambient which to contribute to the proper customer service. Moreover, these companies have aspecial relationship with customers, having regard to the direct interaction between supplier and customer. This present project aimsto identify good practice in the field of public food service regarding the implementation of the philosophy orientation on the marketplace. To achieve this goal has been used as methodology the analysis of the primary results from previous research in the fields of both market direction, as well as in the hospitality areas, analysis which has had as main objective a stock-taking of the models developed for the hospitality industry and compiling influence factors with impact on the "good service" of the client, but also integration of orientation principles toward market within the framework of these models.

Customer response to day-ahead market hourly pricing: Choices and performance

International Nuclear Information System (INIS)

Hopper, Nicole; Goldman, Charles; Bharvirkar, Ranjit; Neenan, Bernie

2006-01-01

Real-time pricing (RTP) has been advocated to address extreme price volatility and market power in electricity markets. This study of Niagara Mohawk Power Corporation's largest customers analyzes their choices and performance in response to day-ahead, default-service RTP. Overall price response is modest: 119 customers are estimated to reduce their peak demand by about 10% at high prices. Manufacturing customers are most responsive with a price elasticity of 0.16, followed by government/education customers (0.11), while commercial/retail, healthcare and public works customers are, at present, relatively unresponsive. Within market segments, individual customer response varies significantly. (author)

STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

Directory of Open Access Journals (Sweden)

Sri Setyo Iriani

2017-03-01

Full Text Available Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.

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.

Marketing for straight A's? How one practice created a customer-service brand identity.

Science.gov (United States)

Eliscu, Andrea T

2008-01-01

The four A's of marketing today--access, availability, accountability and accommodation--drive a successful medical practice. This case study describes how Lake Mary (Fla.) Pediatrics, an established, midsized group, used the four A's in an expansion venture. The group redefined its image in the community, creating brand identities for its two locations and establishing customer service and quality care as hallmarks in the minds of both patients and referring professionals.

CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

Directory of Open Access Journals (Sweden)

Carmen-Maria, IORDACHE

2013-10-01

Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

Customer relationships marketing

Directory of Open Access Journals (Sweden)

Đorđević Bojan

2005-01-01

Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

OpenAIRE

Aprilia, Ariesya

2004-01-01

The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

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....

Service Co-Production, Customer Efficiency and Market Competition

OpenAIRE

Mei Xue; Patrick T. Harker

2003-01-01

Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers in service delivery processes influences the competition among service providers. In this paper, a game-theoretic model is developed to study the competition among service providers when selfservice is ...

Internal marketing, customer orientation, and organizational commitment: moderating effects of work status.

Science.gov (United States)

Huang, Meiju; Chen, Mei-Yen

2013-08-01

Associations among internal marketing, customer orientation, and organizational commitment were examined, particularly with regard to the moderating effects of work status on the relationships between internal marketing and customer orientation or organizational commitment, in a cross-sectional design with structural equation modeling. Two studies (Ns = 119 and 251) were conducted among full- and part-time service employees at Taipei Sports Centers. Internal marketing was associated with organizational commitment and customer orientation. Customer orientation was associated with organizational commitment and partially mediated the relation between internal marketing and organizational commitment. Furthermore, work status significantly moderated the relationships between internal marketing and customer orientation but not between internal marketing and organizational commitment. Implications and directions for future research were discussed.

CUSTOMER PERCEPTIONS REGARDING THE MARKETING TOOLS RELATIONSHIP

Directory of Open Access Journals (Sweden)

Jorne Ricardo Peiter

2015-09-01

Full Text Available Due to the increasing concern of the organizations with the constant developments and changes in business processes, especially with regard to the quality of its products and services, it became necessary to conduct studies on ways of approaching clients and prospecting for new customers. This practice gained paramount importance to add value to the organization, and increasingly understand the needs of customers through relationship marketing. This study aims to investigate the perception of customers regarding relationship marketing tools used by the company Souza Cruz AS. Therefore, we present the main concepts involving relationship marketing process and customer loyalty. The methodology used was divided into two stages, the first being exploratory and qualitative literature and the second is descriptive and quantitative literature. The sample of 50 clients of Souza Cruz. The results show that customers consider important the relationship with the company, which is proven by the average search attributes in communication / attendance of employees (4.35 in degree of importance, and 4.58 in satisfaction. In the synthesis of overall satisfaction, the mean degree of satisfaction given by the research sample is 3.98. This percentage was considered good, as close to the item content (grade 4. This result may be related to the work of relationship the company Souza Cruz has been performing with his team which seeks to constantly enhance its customers to build strong and lasting relationships. Keywords: Marketing. Relationship. Satisfaction. Customer. Tobacco.

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

OpenAIRE

Rahardja, Christina; Anandya, Dudi

2010-01-01

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

Research on the construction of three level customer service knowledge graph

Science.gov (United States)

Cheng, Shi; Shen, Jiajie; Shi, Quan; Cheng, Xianyi

2017-09-01

With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application and improve business performance the knowledge expression and processing of the enterprise has become a hot topic. Aim at the problems of the electric marketing customer service knowledge map (customer service knowledge map) in building theory and method, electric marketing knowledge map of three levels of customer service was discussed, and realizing knowledge reasoning based on Neo4j, achieve good results in practical application.

Using a Service Audit Project for Improving Student Learning in a Service-Marketing Course

Science.gov (United States)

Gonzalez-Padron, Tracy; Ferguson, Jeffery M.

2015-01-01

Service-marketing education provides students customer service skills sought by employers who recognize the relationship between service and profit. Students in service marketing benefit from active-learning activities with actual organizations to apply customer service frameworks taught in the course. The purpose of this paper is to describe an…

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.

A model of customer loyalty in the retail banking market

Directory of Open Access Journals (Sweden)

Hadi Hajiyan

2016-04-01

Full Text Available During the past two decades, there has been growing trend in Iranian banking industry due to change in banking regulations. Private sector has grown rapidly and there have been several new banks on the market, which has created very competitive market. Therefore, customer loyalty is the key factor for running a successful banking business and customer relationship management (CRM appears to be important for the success in this industry. The primary objective of this paper is to investigate the relationship between CRM and customer loyalty in one of the oldest Iranian banks named Bank Melli Iran. The proposed study prepares a questionnaire in Likert scale and distributes it among some regular customers of this bank. The preliminary results of this survey have indicated that consumer’s gender, age and educational background had no meaningful impact on quality of services. In other words, people with different personal characteristics expect the same quality of services from banking industry and there is a positive and meaningful relationship between quality of services and customer loyalty.

Service & non-profit marketing

Directory of Open Access Journals (Sweden)

Stanković Čedomir

2002-01-01

Full Text Available Services are dominantly untouchable products which cannot be physically owned. Services promotion is difficult for its untouchables. Personal sale is very powerful in service companies because customers must interact with employees. Price is very important for service's companies. It has psychological role, economic role and it creates attitude for goal achievement. Marketing goal for nonprofit organizations is to get an answer from target market Development of marketing strategies of nonprofit organizations consists of defining and analyzing target market and creating and maintaining marketing mix. In nonprofit organizations product is usually an idea or a service. Promotion in nonprofit organizations is very important. Personal sale, promotional sale, advertising and publicity are used for communicating an idea and informing people about services.

The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction

OpenAIRE

Robert Jacobson; Natalie Mizik

2009-01-01

We investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this relationship and find that statistically significant evidence of financial market mispricing of cu...

CONSUMER BEHAVIOUR FORMATION IN THE CUSTOMIZED SERVICE MARKETS: A CASE OF UKRAINE

Directory of Open Access Journals (Sweden)

Victoria Zhurylo

2018-01-01

Full Text Available Target setting. In modern conditions, in some markets for goods in mass demand, companies are increasingly beginning to introduce customization in marketing activities, which involves the implementation of marketing tools aimed at ensuring a wide differentiation of the trade offer, the establishment of direct communication with the target audience, which provides an opportunity to attract the consumer to the production of goods and to adjust product under its certain requirements. Uninvestigated parts of general matters defining. The study of the market behaviour of consumers is a branch of knowledge that is rapidly and dynamically developing and falls within the scope of scientific interests of a large number of scientists. The emphasis in existing studies of consumer market behaviour is made on the study of commodity markets. There are publications devoted to questions of consumer behaviour research in the service markets, but there are practically no publications on the study of behavioural patterns in service markets on an orderly basis. The purpose of the article is to study features of the market behaviour of consumers on the Ukrainian market of exclusive confectionery products to order. Methodology. The authors of the article conducted a marketing research on the motivation and behaviour of consumers on the Ukrainian market of exclusive confectionery products to order. The sample comprised 117 people, of which 71% of the respondents were women, 29% of respondents were men. The statement of basic materials. The main purchasing motives of the consumer who decides to order exclusive confectionery products are investigated and it is revealed that the ordered product is characterized by a high level of emotional consumer value. The description of the customer’s motivation field is presented and consumer risks, which influence the market behaviour of consumers of exclusive desserts, are viewed. According to the results of the study, such

Customer satisfaction with mobile operators’ services in Lithuanian rural areas

OpenAIRE

Pilelienė, Lina; Grigaliūnaitė, Viktorija

2017-01-01

In tough competitive conditions of Lithuanian mobile services market, customer satisfaction becomes one of the most important factors for customer retention and attraction. Lithuanian mobile market can be described as being in a maturity stage of its life-cycle: the prices and services of different mobile operators are quite similar. However, the network coverage and signal strength differs – main differences can be observed in rural areas of the country. Therefore, the scientific...

LOGISTICS CUSTOMER SERVICE ON THE EXAPLE OF LOGISTIC’S OPERATOR

Directory of Open Access Journals (Sweden)

Joanna WALASEK

2014-03-01

Full Text Available The article is an attempt to approach essential issues in modern logistics customer service. It shows the direct link between logistics operations and customer satisfaction before, during and after the service is provided. Third party logistics operator “GAMA” serves as an example of a successful logistics strategy appliance, which translates into high customer satisfaction. A detailed description of logistics services and the role they play in the modern market is provided.

Trends in Customer Services and Interfunctional Coordination by Manufacturers

OpenAIRE

Kaňovská, Lucie; Tomášková, Eva

2015-01-01

The purpose of the paper is to describe the most important trends by manufacturers producing electric equipment and electronic components in the Czech Republic. We focus on customer services and interfunctional coordination (IFC), part of market orientation. We prepared questionnaire in the form of the Likert scale. Sixty companies participated in our research. The crucial trends in customer services are: (1) New products are developed, tested and improved according to customer needs; (2) Res...

Managing customer loyalty in liberalized residential energy markets: the impact of energy branding

International Nuclear Information System (INIS)

Hartmann, P.; Ibanez, V.A.

2007-01-01

In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed. [Author

Managing customer loyalty in liberalized residential energy markets: The impact of energy branding

International Nuclear Information System (INIS)

Hartmann, Patrick; Apaolaza Ibanez, Vanessa

2007-01-01

In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed

Managing customer loyalty in liberalized residential energy markets: the impact of energy branding

Energy Technology Data Exchange (ETDEWEB)

Hartmann, P.; Ibanez, V.A. [University of the Basque Country, Bilbao (Spain). Facultad de Ciencias Economicas y Empresariales

2007-04-15

In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed. [Author].

Service quality and perceived customer value in community pharmacies.

Science.gov (United States)

Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom

2018-01-01

A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

SME Customer Service Excellence: A Singaporean Case Study

Directory of Open Access Journals (Sweden)

Koh Kelly Sze Wee

2016-06-01

Full Text Available In Singapore, service sectors are dominated by SMEs. This study set out to investigate customer satisfaction as a critical factor in SME survival and indeed in helping to maintain the overall health of the economy. In this study, data were collected from a Singaporean SME which supplies and installs glass for construction projects. Departments involved were Sales & Marketing, Administration, and Installation. A questionnaire survey was administered to every customer of the company in 2013 in order to evaluate the services provided by the three departments. Customers were categorized into five groups: main contractors, designers/sub-contractors, property managers, home owners and commercial owners. Data were analyzed in terms of thirteen customer service variables identified from the literature. Statistical methods were applied to data analysis and findings were arrived at. Findings were found to be sufficiently significant to permit the formulation of a Total Customer Service Excellence Model for SMEs in Singapore.

76 FR 16038 - Proposed Collection; Comment Request for Prepaid Card Marketing Customer Survey, CS-10-251.

Science.gov (United States)

2011-03-22

... of social marketing. Social marketing principles and practices apply marketing principles to social... Prepaid Card Marketing Customer Survey, CS-10-251. AGENCY: Internal Revenue Service (IRS), Treasury..., the IRS is soliciting comments concerning Prepaid Card Marketing Customer Survey, CS-10-251 DATES...

Comprehensive customer service as a key to success in the energy market; Umfassender Kundenservice als Schluessel zum Erfolg im Energiemarkt

Energy Technology Data Exchange (ETDEWEB)

Niedergesaess, Ulrike; Pollmann, Birgitt [imug Beratungsgesellschaft fuer sozial-oekologische Innovationen mbH, Hamburg (Germany)

2011-01-15

Quality of service is becoming an increasingly important issue among power supply companies because it represents an effective means of distinguishing oneself from competitors. Moreover, insights gained from service work can provide decisive information for the control of entrepreneurial processes. A new study on customer service offers guidance to energy suppliers seeking to achieve an outstanding market position.

CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

OpenAIRE

Carmen-Maria, IORDACHE

2013-01-01

Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loy...

Effect of E-Service Quality on Customer Online Repurchase Intentions

Science.gov (United States)

Liu, Tung-Hsuan

2012-01-01

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

A Neural Network based Approach for Predicting Customer Churn in Cellular Network Services

OpenAIRE

Sharma, Anuj; Panigrahi, Dr. Prabin Kumar

2013-01-01

Marketing literature states that it is more costly to engage a new customer than to retain an existing loyal customer. Churn prediction models are developed by academics and practitioners to effectively manage and control customer churn in order to retain existing customers. As churn management is an important activity for companies to retain loyal customers, the ability to correctly predict customer churn is necessary. As the cellular network services market becoming more competitive, custom...

The role of eligible customers in developing the electricity market in Slovenia

International Nuclear Information System (INIS)

Tomsic, M. G.; Fatur, T.; Merse, S.; Zagozen, D.

2002-01-01

The role of customers in the electricity market opening in Slovenia is discussed. Customer interest was initially limited to the largest customers, as only they could influence the situation in the first market opening period, from April 15 2001. Broad opening of the market, down to customers with 41 kW connected power (65 percent of total consumption) and full international opening (with a reciprocity clause), is scheduled for January 1 2003. The legal market structure is further defined by the requirement for separation of network ownership and operation, creation of a regulatory body and a regulated third-party access. During the last year before market opening, in 2002, mid-sized and small eligible customers contributed considerably to the creation of a useful electricity market. The effort was spearheaded by a group of customers that joined a project-based customer group. This and other customer groups contributed to a more balanced preparatory process, which is generally dominated by the government agencies and incumbent electricity suppliers. The customers' experts and consultants assisted the regulators in resolving some technical issues, such as setting the rules for auxiliary network services, power balancing and cross-border capacity allocation. The moving force for customer activities is an expectation that electric energy prices will drop, by some 10 percent , from the current levels in Slovenia, towards the levels experienced on the Central European open markets. The developments confirm the hypothesis that electricity market liberalisation, usually driven by legislation (top-down) is effective only when customers gain an adequate role. (author)

Principles of customer service provider management; Prinzipien der Steuerung von Kundenservice-Dienstleistern

Energy Technology Data Exchange (ETDEWEB)

Wiebe, Christian; Jung, Viktor; Liebrecht, Lutz [Managementberatung Corporate Transformation Group (CTG), Berlin (Germany)

2011-01-15

In response to the unbundling regime imposed by the Federal Network Agency many power supply companies have hived off or outsourced their customer service operations. In doing so have parted with an important interface with their customers and market partners and placed it in the hands of independent companies. Efficient and effective management of these customer service providers is therefore of strategic importance for power supply companies and a major contributor to cost effective customer service and high customer satisfaction.

Marketing assets: Relating brand equity and customer equity

Directory of Open Access Journals (Sweden)

Jaime Romero

2016-03-01

Full Text Available Purpose: Brand equity and customer equity are inextricably linked. Some authors propose that marketing activities build these intangible assets simultaneously. In contrast, others suggest that brand equity is an antecedent of customer equity. In this research, we aim to shed light about the relationship between brand equity and customer equity, by empirically testing these two alternative explanations. Design/methodology/approach: We propose four research models that reflect these two alternatives explanations regarding the link between brand equity and customer equity. In order to estimate these models we employ Structural Equations Modelling. We measure model variables using data collected through a survey to marketing managers of services companies that operate in Spain. We compare these four research models in terms of explanatory power and goodness of fit. Findings: Our results indicate that the models that correspond to the simultaneity approach have a higher explanatory power and goodness of fit than the models that suggest that brand equity is an antecedent of customer equity, thus supporting that these intangible assets are built by marketing activities at the same time. Research limitations/implications: Our results recommend caution when interpreting previous research about the effects of brand (customer equity, as they might indeed correspond to customer (brand management. Similarly, future research focusing on customer and brand management need to take into account both managerial areas in their studies. Practical implications: From a practitioners’ point of view, our findings suggest adopting a brand-customer portfolio approach to enhance company profitability. Similarly, we derive implications for firm valuation processes, which incorporate brand equity and customer equity in their calculations. Originality/value: We empirically study the relationship between brand equity and customer equity, while previous research has analyzed

Mass Customization Services

DEFF Research Database (Denmark)

Friedrich, Gerhard

Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

Florists' physical distribution customer services in the marketing of roses.

NARCIS (Netherlands)

Koelemeijer, K.

1991-01-01

Providing customers with excellent customer service creates a competitive advantage. In order to establish this, a ‘total chain approach’ must be followed, starting with the consumer. In this paper the cut flower logistical chain is partly analyzed by focusing on the consumer. A model -of the

IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR

OpenAIRE

Mukhiddin Jumaev; Prof. Dr. Dileep Kumar. M.; Jalal R. M. Hanaysha

2012-01-01

The purpose of this study is to discuss the impact of customer loyalty in banking sector. The customer loyalty in banking has seen a major concern to practitioners due to severe competition and higher customer expectations. Further to that, one way to enhance customer loyalty in banking is by focusing on offering excellent services and meeting the needs of customer. Banks need to have a good understanding of their customer behaviour so that appropriate marketing strategies directed towards re...

Model of Customer Buying Behavior in the CZ Mobile Telecommunication Market

Directory of Open Access Journals (Sweden)

Ondrej Grünwald

2012-01-01

Full Text Available The Czech mobile telecommunication market constitutes an oligopoly of three operators, who have built a privileged position and effectively crush any competition. The entry of a new operator has been considered by the government since the end of 2009. The new mobile operator should push down the prices of services, which are the highest in Europe and also affect the development of new mobile services. This paper analyzes consumer behavior in the mobile telecommunication market. It reveals how different elements are considered by customers and what is important when choosing a mobile tariff. With use conjoint analysis, we obtained empirical arguments about the preferences of customersin the Czech Republic. The analysis shows that the relatively high price of services greatly reduces the unsaturated demand in the mobile telecommunication market, and proves that the price is crucial in customer decision-making.

CUSTOMER SERVICES AND PRODUCT QUALITY

Directory of Open Access Journals (Sweden)

NEAMŢU Liviu

2013-04-01

Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.

Novel approach for evaluation of service reliability for electricity customers

Institute of Scientific and Technical Information of China (English)

JIANG; John; N

2009-01-01

Understanding reliability value for electricity customer is important to market-based reliability management. This paper proposes a novel approach to evaluate the reliability for electricity customers by using indifference curve between economic compensation for power interruption and service reliability of electricity. Indifference curve is formed by calculating different planning schemes of network expansion for different reliability requirements of customers, which reveals the information about economic values for different reliability levels for electricity customers, so that the reliability based on market supply demand mechanism can be established and economic signals can be provided for reliability management and enhancement.

Talking about Customer Service.

Science.gov (United States)

Talley, Mary; Axelroth, Joan

2001-01-01

Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

Customer-to-customer roles and impacts in service encounters

OpenAIRE

Lee, Linda

2016-01-01

This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

Customer orientation and future market focus in NSD

NARCIS (Netherlands)

Hillebrand, B.; Kemp, R.; Nijssen, E.J.

2011-01-01

Purpose – The aim of this paper is to investigate the differential effect of customer orientation and future market focus on organization inertia and firm innovativeness of small and medium-sized enterprises (SMEs) in the business-to-business service industry. It is motivated by the observation that

Improving Internal Customer Service

Science.gov (United States)

1990-09-01

34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

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

OpenAIRE

Mohamad Dimyati,

2015-01-01

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 ...

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

Science.gov (United States)

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

Characterizing customers at medical center farmers' markets.

Science.gov (United States)

Kraschnewski, Jennifer L; George, Daniel R; Rovniak, Liza S; Monroe, Diana L; Fiordalis, Elizabeth; Bates, Erica

2014-08-01

Approximately 100 farmers' markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010 and October 2011 at three medical centers in different geographic regions of the US (Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center) were conducted. Markets reported serving 180-2,000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n = 585) across markets were similar in sociodemographic characteristics--most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers' markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers' markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health.

A Customer Service Approach to Advising: Theory and Application.

Science.gov (United States)

Spicuzza, Frank J.

1992-01-01

The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses needs and expectations of students as customers and faculty as providers. This model is evident in a recent survey of 58 bachelor's degree recipients in social work. (MSE)

Managing service excellence. Internal customer service training

International Nuclear Information System (INIS)

McAnulty, P.C.

1991-01-01

WHO ARE OUR CUSTOMERS? Electric Users, regulators, vendors, suppliers, or our own employees? The answer is ALL exclamation point They are all customers. Regardless if they are external or internal customers, one must focus on quality of service delivery in order to maintain customer satisfaction. The most successful companies are quickly realizing that managing SERVICE EX NCE is our only future. For the next decade, the issue of service quality will exceed the issue of productivity. It is very easy to see that the business behind a utility is serving our electric consumers. However, internal customer service - service excellence to employees inside a company is the foundation for success. This paper describes a training program that is being implemented across Duke Power for employees on internal customer service. How we provide service to each other within a company impacts service quality to our external customers. This training refocuses behaviors and perceptions so to concentrate on quality service delivery to our internal customers - our employees. We all have positive and negative experiences with obtaining quality service by either external organizations or internal employees. Therefore, we start with a common foundation. Whether it be a supplier, vendor, or a station administrative group, we have experienced either excellent or poor customer service. All of us have potential in managing the delivery of excellent customer service. However, many of us may need new perspectives so to add depth with which we view and manage service excellence to our internal customers

Unbundling the retail gas market: Current activities and guidance for serving residential and small customers

Energy Technology Data Exchange (ETDEWEB)

Costello, K.W.; Lemon, J.R.

1996-05-01

The restructuring of retail gas services has followed a typical pattern for previously heavily regulated industries: large customers are initially given rights to purchase unbundled services from different entities, with the same rights dispersed over time to smaller customers. For about ten years now industrial customers in most states have been able to {open_quotes}play the market{close_quotes}. Since the passage of the Federal Energy Regulatory Commission (FERC) Order 636 in 1992, interest has centered on expanding service unbundling to small retail customers, including residential customers. Importantly, the Order prohibited pipelines from providing bundled sales service. This is not surprising - in the telecommunications industry, for example, the unbundling of wholesale services was a strong stimulant for developing competition in the local exchange market. The push for small-customer service unbundling has derived from the basic but politically attractive idea that all retail customers should directly benefit from competitive forces in the natural gas industry. When one looks at the movement of prices since 1985, it is easy to see that large retail customers have enjoyed more favorable prices than other retail customers. For example, over the period 1985 to 1994 gas prices to industrial customers and electric utilities fell around 23 percent and 36 percent, respectively. In comparison, gas prices to residential customers increased by around 5 percent while gas prices to commercial customers decreased slightly by about 1 percent. This report examines various aspects of unbundling to small retail gas customers, with special emphasis on residential customers.

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

Directory of Open Access Journals (Sweden)

Jorge Linuesa-Langreo

2017-05-01

Full Text Available In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

Science.gov (United States)

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

The Customer Service Experience.

Science.gov (United States)

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

Science.gov (United States)

Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

2010-01-01

An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

Energy Aware Pricing in a Three-Tiered Cloud Service Market

Directory of Open Access Journals (Sweden)

Debdeep Paul

2016-09-01

Full Text Available We consider a three-tiered cloud service market and propose an energy efficient pricing strategy in this market. Here, the end customers are served by the Software-as-a-Service (SaaS providers, who implement customized services for their customers. To host these services, these SaaS providers, in turn, lease the infrastructure related resources from the Infrastructure-as-a-Service (IaaS or Platform-as-a-Service (PaaS providers. In this paper, we propose and evaluate a mechanism for pricing between SaaS providers and Iaas/PaaS providers and between SaaS providers and the end customers. The pricing scheme is designed in a way such that the integration of renewable energy is promoted, which is a very crucial aspect of energy efficiency. Thereafter, we propose a technique to strategically provide an improved Quality of Service (QoS by deploying more resources than what is computed by the optimization procedure. This technique is based on the square root staffing law in queueing theory. We carry out numerical evaluations with real data traces on electricity price, renewable energy generation, workload, etc., in order to emulate the real dynamics of the cloud service market. We demonstrate that, under practical assumptions, the proposed technique can generate more profit for the service providers operating in the cloud service market.

CUSTOMER CARE - A TOTALLY IGNORED MANAGEMENT TOOL ON THE ROMANIAN SERVICES MARKET

Directory of Open Access Journals (Sweden)

Roxana SÂRBU

2009-06-01

Full Text Available Quality and customer satisfaction are important subjects receiving increasing attention worldwide. An organization's ability to remain in business depends entirely on its ability to win and retain customers. The nature and number of competitors and their ability to offer similar products/services at similar prices has led to increasing emphasis being placed on customer care. Customer care is about people pleasing people and it involves specific actions that keep customers satisfied and coming back for more.

The electricity customer's lot. The status of the deregulated Finnish electricity market - Consequences for the customer

International Nuclear Information System (INIS)

Lewis, P.E.; Pakkanen, M.; Muroma, M.

2004-09-01

Since November 1998 a 'fully competitive supply market' has arguably been in operation in Finland, whereby all types of customer are able to purchase their electricity from the supplier of their choice. During the years since deregulation there has been much and increasing discussion and speculation about the consequences of competition for customers. This independent research report objectively considers the consequences of competition so far in the supply market from the point of view of the electricity customer (residential, industrial and commercial customers). The report additionally highlights successes, failures and areas for future improvement. The report combines existing data from a wide range of sources with original empirical data collected specifically for this report. Original empirical data was derived primarily from questionnaire responses from 1393 household customers and 281 I and C customers. In- depth interviews were also extensively conducted with electricity industry and consumer representatives. The report finds that although there have been achievements, and all customers may have benefited in at least some way, the overall net picture is one of disappointing neutrality and missed opportunities. In fact the report suggests that deregulation has neither led to extensive competition amongst suppliers, nor extensive benefits for customers. Customer awareness, prices, service quality, additional offerings, environmentalism, equality and fairness have apparently not fared particularly well as a result of deregulation, except perhaps for the largest or most active customers. As a result of the situation, customers are mostly rather negative towards the state of competition in Finland at present. The report nevertheless identifies the great potential within the deregulated electricity market. In particular, the report identifies a clear need for increased awareness amongst customers and points out many other known barriers to effective competition

CUSTOMER EQUITY:MAKING MARKETING STRATEGY FINANCIALLY ACCOUNTABLE

Institute of Scientific and Technical Information of China (English)

Ashwin ARAVINDAKSHAN; Roland T. RUST; Katherine N. LEMON; Valerie A. ZEITHAML

2004-01-01

The article presents an overview of the literature on customer equity and how customer equity provides an opportunity for marketers to make marketing strategy financially accountable.Traditionally, Return on Investment (ROI) models have been used to evaluate the financial expenditures required by the strategies as well as the financial returns gained by them. However in addition to requiring lengthy longitudinal data, these models also have the disadvantage of not evaluating the effect of the strategies on a firm's customer equity. The dominance of customer-centered thinking over product-centered thinking calls for a shift from product-based strategies to customer-based strategies. Hence, it is important to evaluate a firm's marketing strategies in terms of the drivers of its customer equity. The article summarizes a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm's customer equity relative to the incremental expenditure necessary to produce the change.

Investigating online complaint intention and service recovery expectations of clothing retail customers / Simonne Fourie

OpenAIRE

Fourie, Simonne

2014-01-01

The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to cust...

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.

Customer Strategies for Responding to Day-Ahead Market HourlyElectricity Pricing

Energy Technology Data Exchange (ETDEWEB)

Goldman, Chuck; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Boisvert, Dick; Cappers, Peter; Pratt, Donna; Butkins, Kim

2005-08-25

Real-time pricing (RTP) has been advocated as an economically efficient means to send price signals to customers to promote demand response (DR) (Borenstein 2002, Borenstein 2005, Ruff 2002). However, limited information exists that can be used to judge how effectively RTP actually induces DR, particularly in the context of restructured electricity markets. This report describes the second phase of a study of how large, non-residential customers' adapted to default-service day-ahead hourly pricing. The customers are located in upstate New York and served under Niagara Mohawk, A National Grid Company (NMPC)'s SC-3A rate class. The SC-3A tariff is a type of RTP that provides firm, day-ahead notice of hourly varying prices indexed to New York Independent System Operator (NYISO) day-ahead market prices. The study was funded by the California Energy Commission (CEC)'s PIER program through the Demand Response Research Center (DRRC). NMPC's is the first and longest-running default-service RTP tariff implemented in the context of retail competition. The mix of NMPC's large customers exposed to day-ahead hourly prices is roughly 30% industrial, 25% commercial and 45% institutional. They have faced periods of high prices during the study period (2000-2004), thereby providing an opportunity to assess their response to volatile hourly prices. The nature of the SC-3A default service attracted competitive retailers offering a wide array of pricing and hedging options, and customers could also participate in demand response programs implemented by NYISO. The first phase of this study examined SC-3A customers' satisfaction, hedging choices and price response through in-depth customer market research and a Constant Elasticity of Substitution (CES) demand model (Goldman et al. 2004). This second phase was undertaken to answer questions that remained unresolved and to quantify price response to a higher level of granularity. We accomplished these

Interaction of Employee Loyalty and Customer Loyalty in the Service Industry

OpenAIRE

monireh dabooeian; manijeh gharecheh

2011-01-01

Abstract The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make ...

An empirical investigation on factors influencing customer selection of ADSL services

Directory of Open Access Journals (Sweden)

Naser Azad

2013-06-01

Full Text Available In this paper, we present an empirical investigation on various factors affecting ADSL service selection in city of Tehran, Iran. The proposed model of this paper uses a standard questionnaire and distributes it among randomly selected customers who have some experiences on internet based ADSL products. The study implements factor analysis as well as weighted regression technique to perform the study. There are eight hypotheses associated with the proposed study of this paper, which indicates the effects of product marketing, place and time of marketing mix, process-marketing mix, productivity and quality of marketing mix, people, promotion and education and physical evidence on customer choice. The results of factor analysis have confirmed the impacts of the first four factors but the effects of the other factor were not confirmed. In other words, the results of the survey have indicated that product marketing, place and time of marketing mix, process-marketing mix and productivity and quality of marketing mix influence customer choice. However, the other four components including people, promotion, price and physical evidence do not play essential role on customer choice.

Analysis of Marketing and Customer Satisfaction in Base Housing Communities of the Monterey Bay Area

Science.gov (United States)

2011-06-01

in Seattle, Washington. The company claims to be based on four basic principles : “exceptional people, strong customer service, market knowledge, and...FtOrd.html Keller, K., & Kotler , P. (2009). A framework for marketing management. Upper Saddle River, NJ: Pearson Education, Inc. Office of...SUBTITLE Analysis of Marketing and Customer Satisfaction in Base Housing Communities of the Monterey Bay Area 5. FUNDING NUMBERS 6. AUTHOR(S

Managing the market. Focusing on a select group of customers can keep an organization competitive.

Science.gov (United States)

MacStravic, R S

1989-05-01

The real challenge in healthcare marketing today is managing markets, focusing on selected groups of customers rather than on the organization or its services. Market management includes three distinct but related levels: Strategic market management assesses current and potential markets and chooses those the organization can serve best; segment management focuses on the needs and wants of subsets of chosen customers; and customer management reinforces long-term commitments to the organization. The patient care experience can be broken down into specific contacts with each staff member. The key to managing the experience is to identify and achieve standards of performance for each contact by examining what each event means to the patients and how patients judge each staff member, as well as the overall care experience. Regular feedback helps. An unavoidable risk in market management is that a given segment may decline in size, in need for services, or in cohesiveness as a segment. Yet those organizations which can identify the right segments and "manage" them effectively will have an advantage in a competitive market.

Customer Decision Making in Web Services with an Integrated P6 Model

Science.gov (United States)

Sun, Zhaohao; Sun, Junqing; Meredith, Grant

Customer decision making (CDM) is an indispensable factor for web services. This article examines CDM in web services with a novel P6 model, which consists of the 6 Ps: privacy, perception, propensity, preference, personalization and promised experience. This model integrates the existing 6 P elements of marketing mix as the system environment of CDM in web services. The new integrated P6 model deals with the inner world of the customer and incorporates what the customer think during the DM process. The proposed approach will facilitate the research and development of web services and decision support systems.

Customer Satisfaction Index – as a Base for Strategic Marketing Management

Directory of Open Access Journals (Sweden)

Karolina Ilieska

2013-11-01

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

Characterizing customers at medical center farmers’ markets1

Science.gov (United States)

Kraschnewski, Jennifer L.; George, Daniel R.; Rovniak, Liza S.; Monroe, Diana L.; Fiordalis, Elizabeth; Bates, Erica

2014-01-01

Approximately 100 farmers’ markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010-October 2011 at three medical centers in different geographic regions of the US: Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center were conducted. Markets reported serving 180–2000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n=585) across markets were similar in sociodemographic characteristics – most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers’ markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers’ markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health. PMID:24421001

PENGARUH MARKET ORIENTATION TERHADAP SERVICE QUALITY, SATISFACTION DAN LOYALTY PELANGGAN TOKO BUKU GRAMEDIA DI JAWA TIMUR

OpenAIRE

FX Agus Subroto

2013-01-01

The research objectives were to prove and to analyze the effect of market orientation on service quality, customer satisfaction and loyalty. The research sample consisted of 144 customers. The data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results proved that market orientation had significant effect on service quality; market orientation had significant effect on satisfaction; market orientation had no significant effect on customer loyalty; service quality had si...

The influence of People : The Service Marketing benefits of training

OpenAIRE

Spetz, Emma; Butler, Laurence

2008-01-01

In the past years the competition in the restaurant trade in Umeå is increasing. There is more choice for the customers and thereby the restaurants have to work harder to attract customers. One way is to Market themselves differently. In this research we are studying one way of diversifying Service Marketing, namely through people. Especially in the restaurant sector the frontline employee is an essential part of the service. We argue that by improving the Internal Marketing a business can en...

Customer driven marketing strategy of LIC international in Bahrain: a product specific study

OpenAIRE

Pillai, Rajasekharan; Rao, M S; Thampy, Jaik; Peter, Jerrin

2011-01-01

Abstract Marketing of service product requires a slightly different strategy owing to the idiosyncratic nature of service items. The present study explores the customer oriented marketing strategy of LIC International in the Kingdom of Bahrain. The approach of the study was exploratory and personal interview was conducted to contribute major input source to the research. The company has been following a different marketing strategy in the study area different from the conventional approach in...

How to strengthen customer loyalty, using customer segmentation?

Directory of Open Access Journals (Sweden)

MELNIC Elena Lidia

2017-01-01

Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

Study effective factors on customer compliance in high contact services based on Bandura social - Cognitive theory

OpenAIRE

zahra asadi; bahman hajipour

2014-01-01

In today's competitive world, all market participants ranging from individuals, organizations should be looking for ways to success in the market. The secret to success high contact service providers as important part of market participants is, compliance and follow customers of high contact service providers the instructions and guidance. In this paper, a model based on Bandura social - Cognitive theory has Provided to customer compliance . According Bandura social - Cognitive theory and t...

Relationship Marketing Through the Prism of Customer Loyalty

OpenAIRE

Bivainis, Juozas

2011-01-01

The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

Marketing an investigational drug service.

Science.gov (United States)

Johnson, V B; Crane, V; Hayman, J N

1993-04-01

The customer survey was a useful tool for marketing the IDS. It provided guidelines for making decisions about the best use of limited human and material resources. Analyzing the results of the survey provided new priorities and directions for the IDS. These results were then used in conjunction with pharmacy financial and operational data to focus on areas of greatest importance to the customers and the pharmacy. Physicians should not be reluctant to pursue compassionate use treatments because of the administrative programs responsibilities that accompany such programs. Every patient should have the opportunity to benefit from alternative therapies that are investigational. For the quality of patient care to be maintained or even enhanced when studies are conducted, nurses must be well trained. The marketing survey fulfilled its purpose of identifying service gaps and allowing us to improve our services.

Customer satisfaction of mobile telecommunication networks in Ghana: service delivery perspective

OpenAIRE

A.R. ABDUL-AZIZ; Bashiru I.I. SAEED; Ayogyam ALEXANDER

2014-01-01

Organizations, both private and public, in today’s dynamic marketplaces are increasingly leaving antiquated marketing philosophies and strategies to the adoption of more customer driven initiatives that seek to understand, attract, retain and build intimate long term relationship with profitable customers. This article analyzed customer satisfaction with the service delivery of mobile telecommunication networks in Ghana using a binary logistic regression model. Primary data was collected thro...

New customer services

DEFF Research Database (Denmark)

Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

2011-01-01

This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

OpenAIRE

Budi Martini, Luh Kadek

2013-01-01

Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of cons...

Customer relationship management in the agricultural machinery market

Directory of Open Access Journals (Sweden)

Amanda Letícia Pit Nunes

Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

—The Stock Market's Pricing of Customer Satisfaction

OpenAIRE

Christopher Ittner; David Larcker; Daniel Taylor

2009-01-01

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACSI information using a more comprehensive set of well-established tests from the accounting and finan...

[Marketing mix in health service].

Science.gov (United States)

Ameri, Cinzia; Fiorini, Fulvio

2015-01-01

The marketing mix is the combination of the marketing variables that a firm employs with the purpose to achieve the expected volume of business within its market. In the sale of goods, four variables compose the marketing mix (4 Ps): Product, Price, Point of sale and Promotion. In the case of providing services, three further elements play a role: Personnel, Physical Evidence and Processes (7 Ps). The marketing mix must be addressed to the consumers as well as to the employees of the providing firm. Furthermore, it must be interpreted as employees ability to satisfy customers (interactive marketing).

The Effects of Internal Marketing on Customer Satisfaction in Chinese Restaurant Industry A Case Study of Haidilao Hot Pot Restaurant

OpenAIRE

Lu, Qing

2013-01-01

In service industry, many enterprises believe that external marketing is the most effective way to attract customers. However, they ignore that employees are the service providers whose attitudes and behaviors largely determine customers’ perception towards this corporation. Therefore, enterprises, especially in restaurant industry must implement a good internal marketing since it can motivate employees to create greater additional value for customers thus leading to high customer satisfactio...

The impact of personal connection on customer behaviours (word-of-mouth intention and retention) in service encounters

OpenAIRE

Chen, Ning; Zhao, Qi; Ardley, Barry

2015-01-01

In services marketing it is widely acknowledged that a relationship approach may facilitate in customer retention and enhance customer loyalty, and further influence customer post-purchase behaviours e.g. word-of-mouth. In this study, a specific relationship in service encounters, personal connections between customers and service employees, is explored in its indications on different outcomes from service encounters including three types of word-of-mouth behaviour intention and retention. Th...

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

OpenAIRE

Ramanathan, U; Subramanian, N; Parrott, G

2017-01-01

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...

In Search of Excellence in E-Customer Logistics Service

Directory of Open Access Journals (Sweden)

Ocicka Barbara

2016-03-01

Full Text Available The e-commerce market has been developing very rapidly and changing traditional distribution systems. The development of online channels is matched by a similar evolution of companies’ logistics systems. As a consequence, logistics processes management now significantly influences e-customer service quality, which has emerged as a competitive advantage. The main goal of this paper is to identify e-commerce business models, modern distribution channels and management tools that would facilitate a continuous improvement in e-customer logistics service. Based on the literature and interviews with e-commerce services providers, we provide a plethora of good and best practices useful for managers in the rapidly developing and highly competitive e-commerce business.

Marketing research of organic agricultural products' customers

Directory of Open Access Journals (Sweden)

Salai Suzana

2002-01-01

Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

Quality evaluation in health care services based on customer-provider relationships.

Science.gov (United States)

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

The Customer Interaction Process: Managing Customer, the Service Encounter and Service Recovery

OpenAIRE

TANASE, George Cosmin

2013-01-01

Service interactions are next to customer relationships one of the primary value processes of a service provider. Due to the fact that in service situations value is created via the throughput of the customer through the service production process, and this throughput is realized in service interactions, these interactions are one of the major value drivers of a service firms value. As one of a service providers primary value processes, the interaction process aims at managing the service int...

Customer satisfaction surveys: Methodological recommendations for financial service providers

Directory of Open Access Journals (Sweden)

Đorđić Marko

2010-01-01

Full Text Available This methodological article investigates practical challenges that emerge when conducting customer satisfaction surveys (CSS for financial service providers such as banks, insurance or leasing companies, and so forth. It displays methodological recommendations in reference with: (a survey design, (b sampling, (c survey method, (d questionnaire design, and (e data acquisition. Article provides appropriate explanations that usage of: two-stage survey design, SRS method, large samples, and rigorous fieldwork preparation can enhance the overall quality of CSS in financial services. Proposed methodological recommendations can primarily be applied to the primary quantitative marketing research in retail financial services. However, majority of them can be successfully applied when conducting primary quantitative marketing research in corporate financial services as well. .

PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA

OpenAIRE

BUDIMAN, NOVAYANTI

2017-01-01

2017 ABSTRAK PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA THE INFLUENCES OF DIGITAL MARKETING AND CUSTOMER RELATIONSHIP MARKETING TOWARD GARUDA INDONESIA AIRLINES??? CUSTOMER LOYALTY Novayanti Budiman Yansor Djaya Wahda Penelitian ini bertujuan untuk menganalisis pengaruh dari pemasaran digital dan pemasaran hubungan konsumen terhadap loyalitas ...

Effect of internet marketing, increase customer hotels in Kermanshah city

OpenAIRE

A. Zarrabi; K. Nazari; P. Akbari

2014-01-01

Today, Internet marketing and advertising is an important channel. The tourism and hospitality industry associated with it, has a good position to exploit the potential of the Internet. The study also aimed to consider the application of research methods, descriptive survey - analysis, to examine the impact of Internet marketing on hotel clients in Kermanshah city has increased. Results indicate that, of the three options awareness, provide quick service and attitude can increase customer acq...

Market integration of responsive customers : application to energy and balancing markets

Energy Technology Data Exchange (ETDEWEB)

Alvarez, C.; Valencia, I.; Alcazar, M. [Univ. Politecnica de Valencia, Valencia (Spain). Inst. of Energy Engineering; Gabaldon, A.; Escriva, G. [Univ. Politecnica de Cartagena, Cartagena (Spain). Dept. of Electrical Engineering

2009-07-01

Demand response management methods are now being adopted by many deregulated electric utilities. This article presented details of a method designed to create offers and bids for large electricity customers. The method was developed to analyze daily and monthly energy consumption rates and participation in energy and ancillary service markets in Spain. A simulation was used to analyze day-ahead, inter-daily, and balancing scenarios. Peak demand in winter and summer months was characterized. Energy consumption was analyzed for different demand packages related to air conditioning, outdoor lighting, indoor lighting, and other domestic loads. Prices for each package were calculated in order to assess demand reduction capabilities. Differences between real consumption levels and energy prices bought at real-time prices were compared. An overview of Spanish electricity market structures was provided. Results of the study showed that electricity customers may benefit from participating in demand response programs. It was concluded that lower prices obtained during periods of low electricity production outweighed the higher costs of peak electricity periods. 13 refs., 3 tabs., 9 figs.

Market integration of responsive customers : application to energy and balancing markets

International Nuclear Information System (INIS)

Alvarez, C.; Valencia, I.; Alcazar, M.; Gabaldon, A.; Escriva, G.

2009-01-01

Demand response management methods are now being adopted by many deregulated electric utilities. This article presented details of a method designed to create offers and bids for large electricity customers. The method was developed to analyze daily and monthly energy consumption rates and participation in energy and ancillary service markets in Spain. A simulation was used to analyze day-ahead, inter-daily, and balancing scenarios. Peak demand in winter and summer months was characterized. Energy consumption was analyzed for different demand packages related to air conditioning, outdoor lighting, indoor lighting, and other domestic loads. Prices for each package were calculated in order to assess demand reduction capabilities. Differences between real consumption levels and energy prices bought at real-time prices were compared. An overview of Spanish electricity market structures was provided. Results of the study showed that electricity customers may benefit from participating in demand response programs. It was concluded that lower prices obtained during periods of low electricity production outweighed the higher costs of peak electricity periods. 13 refs., 3 tabs., 9 figs

Contractor/supplier of energy services. Liberalization of the energy market and the need for energy services

International Nuclear Information System (INIS)

Maas, J.F.M.

2002-01-01

A market for energy services is emerging. Energy suppliers and building services contractors have the same customers but have traditionally operated in different markets. The boundary between the energy and building services markets is blurred. Substantial degrees of freedom are being created for the customer in a free market. After the initial euphoria about this, there will be a realization that there are also risks, for example as a result of price fluctuations, uncertainty about supplier reliability, the effects of the rates system, complex regulation and political decision making. If people want to reduce these risks and through this make costs controllable, attention must be paid to the interdependence between aspects on the supply side, in the energy supply system and on the demand side [nl

Take Five for Customer Service

Directory of Open Access Journals (Sweden)

Laura J. Ax-Fultz

2016-05-01

Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

Customizing Prices in Online Markets

OpenAIRE

Werner Reinartz

2002-01-01

Dynamic pricing is the dynamic adjustment of prices to consumers depending on the value these customers attribute to a good. Underlying the concept of dynamic pricing is what marketers call price customization. Price customization is the charging of different prices to end consumers based on a discriminatory variable. Internet technology will serve as a great enabling tool for making dynamic pricing accessible to many industries.

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Directory of Open Access Journals (Sweden)

Sandra-Dinora Orantes-Jiménez

2017-08-01

Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

Implementing relationship marketing in the service sector – An ...

African Journals Online (AJOL)

This paper provides a comprehensive review on the concept of relationship marketing in the service sector of Mauritius, its foundation as well as its development. The various implications of using market segmentation and customer loyalty in these service companies as relational strategies are also discussed. The research ...

A Determination Method of Optimal Customization Degree of Logistics Service Supply Chain with Mass Customization Service

Directory of Open Access Journals (Sweden)

Weihua Liu

2014-01-01

Full Text Available Customization degree is a very important field of mass customization. Its improvement could enhance customer satisfaction and further increase customer demand while correspondingly it will increase service price and decrease customer satisfaction and demand. Therefore this paper discusses how to deal with such issues in logistics service supply chain (LSSC with a logistics service integrator (LSI and a customer. With the establishment of customer demand function for logistics services and profit functions of the LSI and the customer, three different decision modes are proposed (i.e., customization degree dominated by LSI, customization degree dominated by customer, and customization degree decided by concentrated supply chain; many interesting findings are achieved. Firstly, to achieve customization cooperation between LSI and customer, measures should be taken to make the unit increase cost of the customized logistics services lower than a certain value. Secondly, there are differences between the optimal customization degree dominated by LSI and that dominated by customer. And in both cases, the dominator could realize more profit than the follower. Thirdly, with the profit secondary distribution strategy, the modified decentralized decision mode could accomplish the maximum profit achieved in centralized decision mode and meanwhile get the optimal customization degree.

Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

OpenAIRE

Jussi Numminen; Jarmo Heinonen; Mika Westerlund; Seppo Leminen; Lauri Palokangas; Jyrki Suomala

2012-01-01

This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and...

The changing trend in marketing of financial services: an empirical study on bank performance in Nigeria

Directory of Open Access Journals (Sweden)

Abiodun Eniola Alao

2014-07-01

Full Text Available The long years of marketing practices in the Nigerian banking industry has recorded low level standards relative to global standard practice. The effect on the overall industry performance measurable basically in terms of customer satisfaction, customer loyalty and brand equity has been on the negativity. In some cases, banks overall performance level was never assessed based on customer orientation, value and other customer related measures rather on some quick financial indicators. This poor orientation towards marketing has rather become a forgone especially in the banking area of financial services in Nigeria. This study was therefore conducted to examine the changing trend towards embracing marketing philosophy and the extent of the banks’ performance level in response to changing expectations of customers. Theoretical issues relating marketing, customer philosophy, financial marketing, customer loyalty, satisfaction, and brand equity were explored to establish the key performance variables and the existing relationships amongst them. Empirical study was equally carried out with the use of questionnaire, administered on randomly selected banks’ customers and management staff. Data collected were analyzed on the basis of critical measures which include customer awareness, market sensitivity to financial delivery, customer profile and sophistication through the use of Spearman Rank Correlation Coefficient. The result among other things shows that there is a significant relationship between the new trend towards marketing orientation, financial services in the banking industry and performance level. Based on this study, we recommend improved marketing performance and training to enhance service delivery, customer satisfaction, and customer loyalty across all banks in the geographical places of the Nigerian financial markets.

Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

Directory of Open Access Journals (Sweden)

Xiaobei Liang

2010-12-01

Full Text Available Customer relationship management (CRM has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in mobile CRM (mCRM and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrates various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers' loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.

Network effects, Customer Satisfaction and Recommendation on the Mobile Phone Market

OpenAIRE

Thomas Cadet; Sophie Larribeau; Thierry Pénard

2012-01-01

On mobile phone markets that have reached the maturity stage, customer recommendation becomes a critical focus for operators to attract subscribers from rival operators. Referral propensity is also an indicator of subscriber satisfaction and loyalty. The aim of this paper is to examine the factors that influence customer recommendation. Precisely, we want to know whether referral propensity is more driven by supply-side effects (i.e. characteristics of mobile services) or demand-side effects ...

Trends in Marketing: Customer Relationship Management.

Science.gov (United States)

Okula, Susan

2000-01-01

Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

OpenAIRE

Süleyman BARUTCU

2007-01-01

A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

A Multicultural Service Sensitivity Exercise for Marketing Students

Science.gov (United States)

Rosenbaum, Mark S.; Moraru, Ioana; Labrecque, Lauren I.

2013-01-01

Services marketing and retailing courses place service quality at the heart of the curriculum, painting service providers as defenders of their customers' welfare and thwarters of service failures by ushering in recovery solutions. Yet academic literature and the popular press provide evidence that in some cases, service providers act as…

Positioning patient-perceived medical services to develop a marketing strategy.

Science.gov (United States)

Jung, Minsoo; Hong, Myung-Sun

2012-01-01

In today's medical market, marketing philosophy is being rapidly transformed from customer searching to patient satisfaction and service improvement. The principal objective of this study was to contribute to the establishment of a desirable medical marketing strategy, through the factors of customer satisfaction and the positioning of patients' perceptions by marketing institutions. The data were collected from 282 students of the College of Public Health and Medicine in Seoul. The survey tools were developed using the SERVQUAL scale. Analysis in this study involved both statistical and network analysis. The former was used to verify the determinants of service satisfaction as perceived by respondents, via factor analysis and multiple regression analysis. The latter was obtained using a positioning map and 2-mode network analysis with the matrix data converted from raw data. The determining factors for patient satisfaction were identified as facilities, accessibility, process, physicians, and medical staff. The regression equation was significant (R = 0.606), and the most influential variable was the service quality of physicians (β = .569). According to multidimensional scaling, the positioning of medical institutions indicated that patients' perceptions were affected by hospital size and specialization. By recognizing and managing patient satisfaction, medical institutions are able to foster customer loyalty and, in turn, to enhance service quality. It is necessary to develop an adequate marketing mix to provide better medical services and to overcome medical competition among institutions.

7 CFR 1260.129 - Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1260.129 Section 1260.129... Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. ...

The art of customer service.

Science.gov (United States)

Williams, Jeni

2007-10-01

Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

Customer service drives pipelines' reorganization

International Nuclear Information System (INIS)

Share, J.

1997-01-01

The concept behind formation of Enron Transportation and Storage tells plenty about this new gas industry. When executives at the Enron Gas Pipeline Group considered plans last year to streamline operations by merging the support functions of Transwestern Pipeline and their other wholly owned pipeline company, Northern Natural Gas, seamless customer service was foremost on their agenda. Instead of worrying about whether employees would favor one pipeline over the other, perhaps to the detriment of customers, they simply created a new organization that everyone would swear the same allegiance to. The 17,000-mile, 4.1 Bcf/d Northern system serves the upper Midwest market and two major expansion projects were completed there last year. Transwestern is a 2,700-mile system with an eastward capacity of 1 Bcf/d and westward of 1.5 Bcf/, that traditionally served California markets. It also ties into Texas intrastate markets and, thanks to expansion of the San Juan lateral, to southern Rocky Mountain supplies. Although Enron Corp. continues to position itself as a full-service energy company, the Gas Pipeline Group continues to fuel much of corporate's net income, which was $584 million last year. With ET and S comprising a significant portion of GPG's income, it was vital that the merger of Northern's 950 employees with Transwestern's 250 indeed be a seamless one. It was not easy either psychologically or geographically with main offices in Omaha, NE and Houston as well as operations centers in Minneapolis, MN; Amarillo, TX; W. Des Moines, IA; and Albuquerque, NM. But the results have been gratifying, according to William R. Cordes, President of ET and S and Nancy L. Gardner, Executive Vice President of Strategic Initiatives

7 CFR 1230.7 - Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs Service. Customs Service means the United States Customs Service of the United States Department of...

TRENDS IN CONTEMPORARY PORT SERVICES MARKETS

Directory of Open Access Journals (Sweden)

Hanna Klimek

2014-12-01

Full Text Available This article describes the issues associated with functioning of contemporary seaport services markets. The growth of international supply chains, technical progress and the integration processes in shipping, growth of containerization, increasing competition in the seaport services markets and environmental protection regulations make it necessary for port service providers to adapt to the changing expectations and requirements of their customers, both shippers and, especially maritime, carriers. Thus, the activities they undertake are associated with making investments to ensure an adequate capacity to handle cargo, passengers and means of transport, required quality of service, but also with appropriate organization of port supply centres and lead to an improvement of their competitiveness. Both the factors associated with the external and internal environment of seaports affect the changes in the relationship between the supply and demand on port services markets. Contemporary port services markets are characterized by certain phenomena which can be a sign of their adaptation and development. The aim of this article is to present the essence of the port services market and its relationship with the environment, which subject to rapid and significant changes, creates new conditions for the operation of port supply centres and the entire port services market.

Customer Service Analysis of Tactical Air Command Base Level Supply Support

Science.gov (United States)

1990-09-01

other components of the marketing mix , i.e. price, product, and promotion, and identifying the contribution of each of these components to the overall...identify a customer service and marketing strategy (28:6). They set out to test the hypothesis that the " marketing mix components of product, price...relevant criteria identified during the first three phases of the study to determine a strategic marketing mix for the industry (28:9). The variables used

7 CFR 1207.313 - Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. [56 FR 40229, Aug...

Customer service in equine veterinary medicine.

Science.gov (United States)

Blach, Edward L

2009-12-01

This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

Customer value in a B2B setting : An analysis of potential target markets for the rehabilitation company Svenska-Re

OpenAIRE

Idenfors, Evelinn; Kjellin, Jennie

2012-01-01

This study aims to investigate potential B2B customer segments in Umeå concerning company-wellness and rehabilitation services. We will investigate the market, identify a prospect target market and evaluate this target market on commission from Svenska-Re. The company Svenska-Re offers a service where customers travel to Gran Canaria, Spain, for a three week rehabilitation program. They offer various programs and are specialized in work-related injuries. By evaluating the target market we wil...

Factors of Attracting Customers in the Jordanian Consumer Markets: A Case Study of Amman Markets

Directory of Open Access Journals (Sweden)

Hisham Ali SHATNAWI

2016-09-01

Full Text Available This study aims to identify the influential factors of shopping patterns in commercial markets. The study was carried out on a random sample consisting of 249 consumers in the city of Amman. The study also used a questionnaire as an essential tool to collect data for the study population; also it used scientific research in the field of commercial markets and consumer behaviors in collecting secondary data. After conducting a statistically significant analysis, the study showed the following results: the study sample is affected by the quality of provided services and how much these services exhibit convenience and appropriate use. Also, the promotional policies such as advertising, samples, gifts and withdraw on goods and much more can attract customers towards these markets. Moreover, the study found that psychological factors and consumes’ patterns of purchasing have a direct impact on their choices of commercial markets.

Micro-enterprises’ digital marketing tools for building customer relationships

OpenAIRE

Nikunen, T. (Tuulia); Saarela, M. (Martti); OIkarinen, E.-L. (Eeva-Liisa); Muhos, M. (Matti); Isohella, L. (Lari)

2017-01-01

Abstract The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a mo...

The electricity market in Croatia and eligible customers

International Nuclear Information System (INIS)

Kucic, D.; Baric, A.; Tomasic-Skevin, S.

2003-01-01

The paper first presents the model and main characteristics of the Croatian electricity market concerning eligible customers. The first phase of the market opening and the estimated inclusion of eligible customers as well as independent suppliers are also described. Presumed steps of opening of the electricity market are given.(author)

Using big data for customer centric marketing

OpenAIRE

Camilleri, Mark Anthony; Evans, Chris

2016-01-01

This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever....

Importance-Performance Analysis of Service Attributes based on Customers Segmentation with a Data Mining Approach: a Study in the Mobile Telecommunication Market in Yazd Province

Directory of Open Access Journals (Sweden)

Seyed Yaghoub Hosseini

2012-12-01

Full Text Available In customer relationship management (CRM systems, importance and performance of the attributes that define a service is very important. Importance-Performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. In this study with the purpose of increasing reliability and accuracy of results, customers are segmented based on their demographic characteristics and perception of service attributes performance and then individual IPA matrixes are developed for each segment. Self-Organizing Maps (SOM has been used for segmentation and a feed forward neural network has been used to estimate the importance of attributes. Research findings show that mobile subscribers in Yazd province can be categorized in three segments. Individual IPA matrixes have been provided for each of these segments. Based on these results, recommendations are offered to companies providing mobile phone services.

Architecture for Customer Relationship Management Approaches in Financial Services

OpenAIRE

Geib, Malte; Reichold, Annette; Kolbe, Lutz; Brenner, Walter

2005-01-01

The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the implementation of a specific CRM strategy that is aligned with company profitability and uses integrated information systems for performance measurement as well as for the control of marketing, sales, and service processes has been realized in very few companies.In this paper we present a framework for th...

Customer Service Quality in Large Supermarkets in Ibagué, Colombia: Analysis through the SERVQUAL Multidimensional Scale

OpenAIRE

Rubio Guerrero, Germán

2014-01-01

Globalization is affecting all economies and their organizations seeking to maximize their profits through customer satisfaction. Within this context, large supermarkets have had significant growth; hence, it is important to know the quality of the service customers are receiving in these stores. Currently, service quality measures in these stores in the global market are scarce. This article presents the results of the measurement of the quality of service customers receive from large superm...

Nuclear reactors in de-regulated markets: Integration between providers and customers?

International Nuclear Information System (INIS)

Girard, Philippe

2006-01-01

The deregulation of electricity markets has in most cases coincided with the end of state monopolies, where financial risks were borne by customers/citizens. Today, despite an economic advantage, nuclear power development faces two main problems: public acceptance and reticence of investors (banks, utilities shareholders). The development of electricity markets provides different financial instruments in order to hedge financial risks, but it is currently difficult to fix forward contracts for more than three to four years, and this period is insufficient for the financing of a nuclear reactor. A solution could be the evolution of nuclear providers into nuclear operators selling electricity (MWh) rather than selling nuclear capacity (MW), nuclear fuel and services. In this case, their customers would be utilities and big customers aiming to hedge a part of their supplies with long-term contracts or stakes in nuclear reactors without some nuclear constraints. (author)

47 CFR 32.6623 - Customer services.

Science.gov (United States)

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer accounts...

Customer relationship management. Part 3. Selection and implementation. Support of marketing, sales and service contacts

International Nuclear Information System (INIS)

Kramer, K.; Van Rheenen, F.; Jonkman, F.

2000-01-01

Customer Relationship Management (CRM) is an approach in which differentiated marketing strategies and programmes are developed based on systematically collected information about individual customers. CRM aims at establishing sustainable and profitable customer relationships. The customer information systems presently used in energy companies no longer support the required CRM processes. However, before an organisation decides to buy a new CRM software package, it should first think hard about the strategy it wants to adopt. Does it opt for Operational Excellence, Product Leadership or Customer Intimacy? The company's knowledge about the behaviour of its customers is of major importance especially when the company wants to adopt the Customer Intimacy strategy. Only when the company has established which customer data it has and wants to have, can the right systems be chosen. The selection of a CRM package and its implementation is discussed in this article

Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

Directory of Open Access Journals (Sweden)

Jussi Numminen

2012-12-01

Full Text Available This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and in-store marketing assets, and that the customer gets engaged step by step. A total of 16 test subjects were shown video clips and still pictures from a consultative sales process at Nokia’s flagship stores, and their brain activity was scanned. The results show that test subjects were able to associate themselves with people and events on the video and they felt safe and comfortable during the consultative selling process. The study implies that laboratories can build virtual environments that resemble real shopping environments where customers can participate in the buying process and respond to events displayed on the screen, and that neuroimaging is useful in providing valuable information on customer behaviour that is not achievable otherwise.

Loads Providing Ancillary Services: Review of InternationalExperience-- Technical Appendix: Market Descriptions

Energy Technology Data Exchange (ETDEWEB)

Grayson Heffner, Charles Goldman, Kintner-Meyer, M; Kirby, Brendan

2007-05-01

In this study, we examine the arrangements for andexperiences of end-use loads providing ancillary services (AS) in fiveelectricity markets: Australia, the United Kingdom (UK), the Nordicmarket, and the ERCOT and PJM markets in the United States. Our objectivein undertaking this review of international experience was to identifyspecific approaches or market designs that have enabled customer loads toeffectively deliver various ancillary services (AS) products. We hopethat this report will contribute to the ongoing discussion in the U.S.and elsewhere regarding what institutional and technical developments areneeded to ensure that customer loads can meaningfully participate in allwholesale electricity markets.

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 aimed to provide insights into the s...

Centralization of Authority, Market Orientation, and Customer Relationship Management in the Banking Sector: A Study in India

Directory of Open Access Journals (Sweden)

Jose VARGHESE

2017-06-01

Full Text Available Buyer-seller exchange relationship in the personal selling context is a topic of great interest in the financial services sector. In today’s highly competitive scenario where market offers are largely homogenous, an organization’s relationship orientation is found to have a significant impact on the extent to which relationships are developed between salespeople and the customers. Customer oriented selling approach benefits both the salesperson and the organization since it has got positive associations with customer relationships. The strength of the relationship between market orientation and salesperson’s customer orientation can, however, be affected by the organization’s decision to regulate authority. This paper attempts to understand the influence organization’s regulation of authority on orientation at an individual and organizational level in the financial services industry.

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.

Creating effective social marketing: let your customer be your guide.

Science.gov (United States)

Brookes, R

2000-02-01

Social marketing uses commercial marketing techniques to change behaviors that benefit individuals or society in general. Unlike conventional marketing, which seeks to sell products or services, social marketing aims to promote voluntary behavior change. Some examples of behaviors that have changed due to social marketing are: using seat belts, wearing bike helmets, child immunizations, and smoking cessation. Although good social marketing campaigns use the same techniques as that of commercial marketers, by letting the customer be the guide for all major decisions, it is not primarily advertising and is not about top-down planning and decisions. Instead, it is about having a consumer orientation, which means understanding the target audience very well. An effective social marketer must be committed to ongoing communication with the audience in order to create programs, products, or practice that enable them to make the changes desired.

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…

Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

OpenAIRE

Harun, Harniza

2011-01-01

This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

Unbundling the retail gas market: Current activities and guidance for serving residential and small customers

International Nuclear Information System (INIS)

Costello, K.W.; Lemon, J.R.

1996-05-01

The restructuring of retail gas services has followed a typical pattern for previously heavily regulated industries: large customers are initially given rights to purchase unbundled services from different entities, with the same rights dispersed over time to smaller customers. For about ten years now industrial customers in most states have been able to open-quotes play the marketclose quotes. Since the passage of the Federal Energy Regulatory Commission (FERC) Order 636 in 1992, interest has centered on expanding service unbundling to small retail customers, including residential customers. Importantly, the Order prohibited pipelines from providing bundled sales service. This is not surprising - in the telecommunications industry, for example, the unbundling of wholesale services was a strong stimulant for developing competition in the local exchange market. The push for small-customer service unbundling has derived from the basic but politically attractive idea that all retail customers should directly benefit from competitive forces in the natural gas industry. When one looks at the movement of prices since 1985, it is easy to see that large retail customers have enjoyed more favorable prices than other retail customers. For example, over the period 1985 to 1994 gas prices to industrial customers and electric utilities fell around 23 percent and 36 percent, respectively. In comparison, gas prices to residential customers increased by around 5 percent while gas prices to commercial customers decreased slightly by about 1 percent. This report examines various aspects of unbundling to small retail gas customers, with special emphasis on residential customers

Role Coastumer Service PT. Bank Danamon Provide Service to Customers

OpenAIRE

", NURJANAH; Hardani, Ninda

2015-01-01

PT. Bank Danamon Pekanbaru is the bank engaged in banking goods and services that always seeks to prioritize the satisfaction of its customers. The employee on duty and deal directly with the customer in providing services commonly known as customer service that are required to have the ability to serve customers accurately and quickly and have good communication skills. The purpose of this study was to determine the role of customer service as a receptionist, Deskman, salesman, customer rela...

The effect of service experiences over time on a supplier's retention of business customers

NARCIS (Netherlands)

Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D.

2006-01-01

This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service contract

Pengaruh Emotion Marketing dan Experiential Marketing terhadap Customer Loyalty Pondok Khas Melayu di Pekanbaru

OpenAIRE

Tauli, Osin

2012-01-01

This research is conducted to analyze the influence of emotion marketing and experiential marketing to customer loyalty Pondok Khas Melayu in Pekanbaru on Jl. Jend. Sudirman. The research consists of a dependent variable that customer loyalty (Y) and seven independent variables such as emotion marketing consists of product (X1) and equity (X2), while experiential marketing consists of sense (X3), feel (X4), think (X5 ), action (X6) and relate (X7). The population is the research a the custome...

The Impact of Marketing Mix Towards Customer Loyalty Mediated by Customer Satisfaction of Blackberry Indonesia

OpenAIRE

Sukamto, Raymond; Lumintan, Daniel

2015-01-01

This research conducted to know the impact of Marketing Mix strategy toward customer loyalty mediated by customer satisfaction of Blackberry Indonesia. The data gathered using simple random sampling method and distribute questionnaires to 102 respondents who ever used or own Blackberry. The data then being analyzed by Path Analysis and Sobel Test The result shown that marketing mix simultaneously having significant impact toward customer loyalty mediated by customer satisfaction of Blackberry...

PENGARUH CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN

OpenAIRE

Verawati, .

2017-01-01

Penelitian ini bertujuan untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen. Data yang digunakan dalam penelitian ini adalah data primer. Data primer diperoleh dari hasil jawaban kuesioner nasabah Bank yang disebar di Yogyakarta. Alat analisis yang digunaka n untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen di bank Yogyakarta adalah analisis regresi berganda metode backward. Kesimpulan yang diperoleh dalam penelitian ...

IDENTIFICATION REQUIREMENTS CUSTOMER SERVICE PROVIDED ON THE LEVEL OF LIGHT INDUSTRY COMPANIES

Directory of Open Access Journals (Sweden)

MALCOCI Marina

2015-05-01

Full Text Available Moldova is a small country whose territory is 350 km from north to south and 150 km from West to East. Analyzing data from the Statistical Yearbook 2012 shows that 437 enterprises were active dealing with textiles, footwear etc., from 2005 - only 310 companies. Motivation is the business of an assured market, the demand for products and services - volume and structure - which manifests itself on the domestic and foreign markets. Improving customer service is one of the main objectives of production enterprises. Service level directly affects the economic capacity of the enterprise by increasing its contribution in increasing company profits. Increasing the level of service in shops can be determined by reducing factors that negatively influence the desire to purchase, ie ,, eyes scan "; lengthy speech to the seller on the phone; excessive attention to the buyer; arrogant and indifferent gaze of the seller. As a tool for gathering information served questionnaire that was distributed to 50 respondents, which ranks in the age group: 18-27 years with urban living environment. The questionnaire included questions that allow to analyze the efficiency of customer service and the factors influencing the decision to purchase in local shops in the field of Light Industry. The paper identified measures to increase the level of customer service, which would help to increase sales.

From dissatisfied customers to evangelists of the firm: A study of the Spanish mobile service sector

Directory of Open Access Journals (Sweden)

Jesús Cambra Fierro

2014-07-01

Full Text Available This paper takes a closer look at factors which serve as a catalyst for transforming initially dissatisfied customers into evangelists of the firm; that is, customers who spread positive word-of-mouth about a company, its products and/or services—and recommend them to other consumers. We propose a conceptual model, rooted in relationship marketing theory, which identifies a set of factors that afford a better understanding of post-service recovery customer transformation processes. The proposed model is empirically tested in the context of mobile telecommunications services using a structural equation modeling approach. Our findings reveal that when companies are capable of designing effective service recovery processes—where customers perceive effort and justice in the outcome—initial dissatisfaction can turn to brand loyalty, long-term commitment and, above all, readiness to speak positively about the company and its products. Finally, the main implications for marketing practice are discussed.

Motivating Customer Service Employees to Deliver Service Quality

National Research Council Canada - National Science Library

Whisnant, Andre

1999-01-01

.... With higher levels of customer service, greater customer satisfaction will follow. This increased customer satisfaction leads to increased customer loyalty and retention, producing higher sales...

The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

Directory of Open Access Journals (Sweden)

Ricko Achmadi Putra

2017-09-01

Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

Secrets to effective imaging services marketing.

Science.gov (United States)

Leepson, Evan

2005-01-01

Marketing outpatient diagnostic imaging services is similar to marketing professional services. However, the definition of marketing outpatient diagnostic imaging goes far beyond textbook and traditional meanings of marketing. There are 5 major trends that are forcing hospitals to market their diagnostic imaging services: demographics, competition, non-radiologist expansion, self-protective practice, and evolving technologies. Before thinking about identifying whom to target to develop a strategic relationship, it is necessary to get a sense of what is going on in the local area in terms of demographic trends. Much of this information can be obtained from the hospital's planning department. Local and state health planning organizations have some of the data and information. It is most critical for imaging departments to manage strategic relationships because they do not have direct access to patients. The department is solely dependent on cultivating relationships if it is to thrive. Diagnostic imaging centers have more freedom than hospitals when considering with whom to develop relationships. There are 5 essential components to any diagnostic imaging services marketing plan: be on top of referral patterns; brag about the organization's service; know the customer; keep communication channels open; and understand that marketing is a family affair. Successful diagnostic imaging marketing is key to an organization's long-term health. Developing and implementing a comprehensive, targeted, and sustained plan is crucial.

Customer relations data aids marketing efforts.

Science.gov (United States)

Werronen, H J

1988-08-01

A customer relations information system can help improve a hospital's marketing performance. With such a system, the author writes, a medical center can easily redirect its information systems away from the traditional transaction-oriented approach toward the building of long-lasting relationship with customers.

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

Directory of Open Access Journals (Sweden)

Boon-Liat Cheng

2014-06-01

Full Text Available 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 corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.

Customer Relationship Management

OpenAIRE

Abdillah, Leon

2018-01-01

Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

Post-marketing surveillance of CustomBone Service implanted in children under 7 years old.

Science.gov (United States)

Frassanito, Paolo; Tamburrini, Gianpiero; Massimi, Luca; Di Rocco, Concezio; Nataloni, Angelo; Fabbri, Greta; Caldarelli, Massimo

2015-01-01

The CustomBone Service is a bioceramic implant suitable for cranial repair in both adults and children, although there are no clinical data about its use in children under 7 years of age. This surveillance study investigates the outcome in this age group. Twenty-eight children under 7 years old (range, 2.5-6 years) received CustomBone Service from July 2006 to May 2013 in 16 international hospitals. Data of 23 children (12 males and 11 females), harboring 24 prosthesis, were available with a minimum follow-up of 1 year. Sites of the cranial defect were frontal or parietal (20.8 % each), parieto-temporal (16.7 %), fronto-parietal or occipital (12.5 % each), fronto-parieto-temporal or fronto-temporal (8.3 % each). Initial diseases were trauma (54.2 %), malformation (37.5 %), or tumor of the bone/skin (8.3 %). Rupture of the implant occurred in a single case during the implant (1/26 surgeries, 3.8 %) and the cranial repair was achieved by means of the back-up prosthesis. Five adverse events were registered during the follow-up period consisting of three cases of fracture and two of exposure/infection of the prosthesis. All cases required the removal of the device (20.8 %). The failure rate of CustomBone Service under 7 years of age was higher than reported in adults and children over 7 years old (20.8 vs. 3.8 %), However, CustomBone Service may be considered a valid option under 7 years old since other materials are burdened by more significant rates of complications in the long-term period. Due to specific properties of this material, indication to CustomBone Service in toddlers should be carefully evaluated by the surgeon on a case-by-case basis.

The Mediating Effect of Trust, Satisfaction and Commitment on The Relationship Between Service Quality and Customer Loyalty in Islamic Banking of Indonesia

OpenAIRE

DIAN ANGGRAECE SIGIT PARAWANSA

2012-01-01

Marketing concept is aiming more to concept of customers??? retention by growing loyalty attitude towards product and service offered by company. Marketing orientation change from focus in ???what we sell??? to ???what customers buy???, presumably is deliberation that company obligatory to watch over its connection with the customers. Zeithalm and Bitner (2003) ???marketing concept shifting from ???transaction marketing??? to ???relationship marketing???. Researches while in this time are ...

Identifying the customer satisfaction factors in furniture market

Directory of Open Access Journals (Sweden)

Majid Azizi

2017-05-01

Full Text Available Purpose – the purpose of this research is to identify the influential factors on customer satisfaction in the Iranian furniture market in order to get acquainted with the fundamental items for planning future sales programs with the purposes of extolling competitive advantages. Design/methodology/approach – A commixture of 6 items and 31 factors were educed from interviewing with 20 experts in furniture designing and manufacturing industry. The collected data from customer need indexes in previous research were also used. Findings – results showed that such factors as economic factors weighting 0.32, product specifications weighting 0.21 and credibility weighting 0.19 were the most important indexes and price weighting 0.195, fame weighting 0.131, quality, durability and resistance weighting 0.116, paying conditions weighting 0.095, designing and decorating in virtual softwares before ordering weighting 0.074, updatedness weighting 0.064 and interaction approach with the weight of 0.42 were the most considerable influential sub-indexes on the satisfaction of the Iranian furniture market customers. Research limitations/implications – by the enhancement of competition throughout the world markets and the inevitable presence of Iran in it, the market activists’ concentration should shift towards paying comprehensive attention to desires and needs of furniture market customers. Practical implications – some important issues on planning suitable manufacturing and marketing programs in furniture market are introduce so that the activists be aware of considering the growing knowledge and awareness of end-users which increases the pressure on the manufacturer side. There are also some solutions in terms of internal and external organizational factors with regard to the complex nature of competitive environment in furniture market. Originality/value – the paper provides an examination of effective factors on customer satisfaction with a

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

Recognising customers' patterns of bus service patronage using a loyalty framework

Directory of Open Access Journals (Sweden)

Nguyen Hoang-Tung

2014-03-01

Full Text Available With the aim of identifying typical characteristics of travellers, traditional segmentation approaches were based on socio-demographic variables. However, the approaches could not reveal the factors motivating individual behaviour. This result led to an emerging interest in psychological research models that are adhered to the decision-making process. Among various related theories, the concept of loyalty was attractive because the major purpose of establishing a loyalty concept is to recognise a customer's pattern towards a given service. However, there were few efforts aimed at determining market segments based on a loyalty framework. In addition, there was no consensus achieved on theoretical loyalty typology due to different empirical findings in different market contexts. This study aims to be the first loyalty-based attempt to provide an operational method of segmenting bus service market. Seeking practical implementation, another focus of this study is to determine typical characteristics of the market segments. Analyses that included cluster techniques were conducted on questionnaire data collected from 333 respondents in Hidaka city, Japan. A cross-classification between relative attitude and service patronage was successfully established, dividing the market into four segments. Segments of loyalty and no-loyalty were observed to be dominant over the remaining market. In contrast, the spurious loyalty segment was small and insignificant. An expansion of the latent loyalty segment was also observed when moving from the intention phase to the actual behaviour phase. Notably, not only demographic factors but also social awareness variables including environmental concern and elderly support were observed to be significant in distinguishing customer segments from one another.

Customer Service Quality in Large Supermarkets in Ibagué, Colombia: Analysis through the SERVQUAL Multidimensional Scale

Directory of Open Access Journals (Sweden)

Germán Rubio Guerrero

2014-12-01

Full Text Available Globalization is affecting all economies and their organizations seeking to maximize their profits through customer satisfaction. Within this context, large supermarkets have had significant growth; hence, it is important to know the quality of the service customers are receiving in these stores. Currently, service quality measures in these stores in the global market are scarce. This article presents the results of the measurement of the quality of service customers receive from large supermarkets in Ibagué - Colombia, by using the SERVQUAL multi-item scale, which is a tool applied to service quality, comprising five dimensions in 22 items and evaluating characteristics related to tangible aspects, reliability, responsibility, guaranty, security, and empathy. The population studied are customers who visit these supermarkets with mixed research approach (qualitative and quantitative; the results showed customer satisfaction with personnel kindness, customer attention services, agility in attention, customer care, behavior of security personnel, product promoters, merchandisers, cashiers, packers, and supervisors

Enhancing customer value

International Nuclear Information System (INIS)

Gabel, B.

1996-01-01

A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

IDENTIFICATION REQUIREMENTS CUSTOMER SERVICE PROVIDED ON THE LEVEL OF LIGHT INDUSTRY COMPANIES

OpenAIRE

MALCOCI Marina; GONCEAR Tatiana

2015-01-01

Moldova is a small country whose territory is 350 km from north to south and 150 km from West to East. Analyzing data from the Statistical Yearbook 2012 shows that 437 enterprises were active dealing with textiles, footwear etc., from 2005 - only 310 companies. Motivation is the business of an assured market, the demand for products and services - volume and structure - which manifests itself on the domestic and foreign markets. Improving customer service is one of the main objectives of prod...

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,

The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

Directory of Open Access Journals (Sweden)

Ambarwati Ambarwati

2015-09-01

Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

Quality Customer Service Action Plan

International Nuclear Information System (INIS)

2008-12-01

Since its establishment in 1992 the RPII has been committed to the provision of high quality services to its customers. This report outlines how the RPII will work towards providing a high quality service to our customers and the standards we aim for in the provision of our services

The Impact of e-Customer Relationship Marketing in Hotel Industry

Science.gov (United States)

Samanta, Irene

The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customer loyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.

Utility customer issues

International Nuclear Information System (INIS)

Downey, W.H.

1997-01-01

Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel

OpenAIRE

Saqib, Muhammad

2016-01-01

Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive ...

Free market in practice. Customer loyalty related to service level

International Nuclear Information System (INIS)

Zewald, H.

2003-01-01

Sixty percent of the bulk consumers of energy have changed to a different supplier since the liberalization of the market. Newcomers like Vattenfall and EnBW are doing reasonably well, while small (gas) companies like Cogas and Rendo are also performing a lot better than the known big players, especially where it concerns the level of service. These are some of the remarkable results of research conducted by the market research agency Datamonitor [nl

Modification and application of ECSI on the Czech service market

Directory of Open Access Journals (Sweden)

Kateřina Ryglová

2005-01-01

Full Text Available Considering contemporary trends in development of the world’s economy, all kinds of companies are made to analyse and implement new access to firm’s strategies. This article deals with new trends in marketing analysis focused on measurement and evaluation of customer satisfaction. We tried to apply methodology of ECSI (European customer satisfaction index into Czech service market. We counted the total customer satisfaction indexes for two chosen travel agencies (85% for the first travel agency, and 74% for the second one and for two chosen banks (72% for the first bank, and 82% for the second one.

Changing Information Management in Product-Service System PLM: Customer-Oriented Strategy

OpenAIRE

Smirnov , Alexander; Shilov , Nikolay; Oroszi , Andreas; Sinko , Mario; Krebs , Thorsten

2017-01-01

Part 11: Product, Service, Systems (PSS); International audience; Increasing competition and appearance of new information and communication technologies makes companies to introduce new production and marketing models. The paper shares the experiences of improving PLM information management at an automation equipment manufacturer caused by implementation of product-service systems and their customer-driven configuration. Though the research results are based on the analysis of one company, t...

Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

OpenAIRE

Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

2006-01-01

Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...

Customer Experience Marketing : Concepts and Tools

OpenAIRE

Kalaoja, Petteri

2015-01-01

This work studies what Customer Experience Management (CEM) is and how it can be implemented in modern marketing with an emphasis on B2C. This work takes a look into the concepts which are needed to achieve a versatile CEM approach. The tools and technologies that are needed to operate the CEM concept are also evaluated. This thesis explains that a Customer Experience Management strategy consists of a certain combination of concepts. These concepts usually include customer data, data-driv...

The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

OpenAIRE

Ambarwati Ambarwati; Djumilah Zain Hadiwidjojo; Achmad Sudiro; Fatchur Rohman

2015-01-01

Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in ...

Services and the nuclear after-market

International Nuclear Information System (INIS)

Masche, G.C.; Daub, R.

1980-01-01

What are the business opportunities for a reactor vendor in the nuclear after-market, for servicing the reactor after it has started operating. The range of activities which a vendor can perform on behalf of its customers, and the prospects for growth in this market, are reviewed. Considerable advantages accrue to the utility from hiring outside contractors to undertake maintenance, fuelling, and inspection. Among these advantages are increased availability of the reactor and low radiation exposure for the utility's own personnel. (author)

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

OpenAIRE

Phan, Chi; Nham, Phong

2015-01-01

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

Research on customer satisfaction with the quality of services provided by public utilities of the city of Belgrade

Directory of Open Access Journals (Sweden)

Živković Radmila

2014-01-01

Full Text Available Monopoly market conditions, in which public companies used to operate ten to twenty years ago, substantially dictated the way of considering and creating business of public companies in Serbia. However, introduction of changes to the environment, such as more intensive competition and changes of needs and demands of the customers requires abandoning old orientations to business. Public companies are in position to create and offer a higher level of service quality, based on better and more intensified communication with their customers. Public enterprises are monitored by public authorities, especially in the areas of restrictions on the choice of business strategies, pricing and price restrictions, selection of suppliers and the like. On the other hand, there is a branch competition occurring, on which public companies must count. In such an environment, creating effective services should be the key strategic objective for the development of public utility companies of the city of Belgrade. Service companies should be modern service companies, able to actively participate in the market, looking upon customers - citizens as users of their services. The aim of the research is to determine the perception of value and customer satisfaction with the services provided by the public utilities of Belgrade. The results of the study indicate that respondents are not satisfied with provided services and do not have clearly defined attitudes towards key aspects of public enterprises, which are supposed to be important for positioning and improving the quality of services in the market.

Essays in Marketing Strategy: The Role of Customer Integration, Marketing Metrics, and Advertising Effectiveness

OpenAIRE

Ptok, Annette

2017-01-01

The dissertation, coauthored by Annette Ptok addresses the overall topic of marketing strategy within three different essays. Marketing strategy is a complex bundle of decisions dealing with markets and customer segments to target as well as the communication and delivery of value to the customer always under the consideration of disposable budget investments. Nowadays, there are several challenges managers need to tackle with regard to marketing strategy (Bhasin 2016). The most important cha...

Customer value and financial services distribution channels

OpenAIRE

Chakrabarty, Anita

2017-01-01

This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004)...

Total value of the customer and targeted marketing strategies

OpenAIRE

Ryals , L.

2002-01-01

The literature shows some recent calls for an end to 'unaccountable' marketing (Rust et al., 2001; Sheth and Sharma, 2001) and the use of customer lifetime value as an appropriate marketing metric (Rust et al., 2001). Some commentators recommend the application of shareholder value measures to the valuation of customer relationships (Uyemara, 1997; Mariotti, 1996). The thesis evaluates the application of shareholder value measures to the valuation of customers. Shareholder valu...

How Customers Choose Hotels

Directory of Open Access Journals (Sweden)

Hera Oktadiana

2011-05-01

Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

Pengaruh Relationship Marketing Dan Customer Satisfaction Terhadap Customer Loyalty Pada Penjualan Sepeda Motor Honda Di PT Enam Tiga Sejahtera Tahun 2013

OpenAIRE

., Kadek Rai Suwena, S.Pd., M.Pd.; ., Dr. Iyus Akhmad Haris,M.Pd; ., Jumati

2014-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh; (1) relationship marketing terhadap customer satisfaction, (2) relationship marketing terhadap customer loyalty, (3) customer satisfaction terhadap customer loyalty, (4) pengaruh relationship marketing terhadap customer loyalty melalui customer satisfaction. Populasi dalam penelitian ini adalah pelanggan yang telah membeli membeli sepeda motor Honda di PT Enam Tiga Sejahtera tahun 2013, jumlah sampel sebanyak 97 responden, dengan teknik peng...

Marketing implications of loyalty programs on customer relationship management within the airline industry

Directory of Open Access Journals (Sweden)

Karamata Ema

2017-01-01

Full Text Available One of the most remarkable tendencies on the market of airline services is that nowadays almost every airline company strive to build long-term relationships with customers/users of airline services through loyalty programs. The subject of the paper is to explore the role of Frequent Flyer Programs (FFPs in the scope of customer relationship management in airline industry and to determine whether affiliation to FFPs affects customers to buy tickets from the same airline carrier. For this purpose, an empirical analysis was conducted based on the data obtained from the survey conducted at the Belgrade airport Nikola Tesla, in September 2015. Hypothesis is formed in accordance with the stated aim of the work and was tested by using descriptive and graphical presentation as well as Chi-square statistical test. The results have shown that loyalty programs influence customers when choosing airlines, meaning that Frequent Flyer members tend to use air transportation services of airline carriers which are part of Frequent Flyer Program they belong to, whenever price and timing suit them. Furthermore, the chance of choosing the airline whose Frequent Flyer Program one is member of, increases proportionally to the length of membership and, more importantly, the number of flights that one has realized so far. Based on the tested hypothesis and observed preferences of the travelers, possible marketing implications of the results are pointed out in this article, as well as the analysis of the status and rating of our national airline according to surveyed passengers.

Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

Directory of Open Access Journals (Sweden)

Mokhtaran Mahrokh

2016-01-01

Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality

OpenAIRE

Nguyen, Q.; Nisar, T.; Knox, D.; Prabhakar, G.

2018-01-01

The purpose of this study is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction.\\ud Primary data in the form of 147 questionnaire responses werebeen collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected...

SIGNIFICANCE OF THE LIAISON BETWEEN THE PARTICIPANTS IN THE CUSTOMER SERVICE MARKET

Directory of Open Access Journals (Sweden)

Cornelia D. IVAN (Trandafiroiu

2014-04-01

Full Text Available The major transformations in the supply of goods and services during the last decades entailed the development of some interactive relations between the various participants engaged in commercial operations. These relations, although naturally conflictive as for the classic negotiations between the participants, became, in certain fields, cooperation relations or even partnerships in the service of the clients on the relevant market. In this work, we intend to analyse the most significant participants in the market of lighting sources and devices (SCI and to underline the importance of the cooperation between these participants in the satisfaction of the final client requirements. The specific of this market entails the preparation of some marketing strategies to prevent the conclusion of some partnership relations at the procurement-delivery chain level as well as between the participants in this chain and the so-called market „influencers” (architects, installation companies, builders. The purpose of this approach consists in the preparation of a proposal package dedicated to the companies participating in this market for the purpose of cooperating in providing intelligent lighting solutions.

Dining atmospherics and food and service quality as predictors of customer satisfaction at sit-down restaurants

Directory of Open Access Journals (Sweden)

Daniel Petzer

2014-01-01

Full Text Available South African sit-down restaurants operate in a fiercely competitive environment and customer satisfaction has proven critical for survival in this and other service industries. A satisfied customer spreads positive word-of-mouth, returns, and contributes to profitability. Extant literature indicates that customer satisfaction is in turn impacted by product and service quality, and also by the atmospheric elements present in the servicescape. It is, however, important to determine the extent to which food and service quality and dining atmospherics predict customer satisfaction within a South African sitdown restaurant context before restaurateurs embark on marketing strategies to enhance these aspects to cultivate customer satisfaction. The study therefore measures these constructs and determines the extent to which they predict customer satisfaction. The study is quantitative and descriptive in nature. Data was collected through self-administered questionnaires from 250 sit-down restaurant diners in urban areas of South Africa’s North-West Province. The results indicate that respondents’ perceptions of food and service quality are significant predictors of customer satisfaction at sit-down restaurants. Respondents’ perceptions of dining atmospherics also predict customer satisfaction when food and service quality are controlled. The article provides recommendations on how dining atmospherics, food quality and service quality can be enhanced to improve customer satisfaction at sit-down restaurants.

A Methodology for Estimating Large-Customer Demand Response MarketPotential

Energy Technology Data Exchange (ETDEWEB)

Goldman, Charles; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Cappers,Peter

2007-08-01

Demand response (DR) is increasingly recognized as an essential ingredient to well-functioning electricity markets. DR market potential studies can answer questions about the amount of DR available in a given area and from which market segments. Several recent DR market potential studies have been conducted, most adapting techniques used to estimate energy-efficiency (EE) potential. In this scoping study, we: reviewed and categorized seven recent DR market potential studies; recommended a methodology for estimating DR market potential for large, non-residential utility customers that uses price elasticities to account for behavior and prices; compiled participation rates and elasticity values from six DR options offered to large customers in recent years, and demonstrated our recommended methodology with large customer market potential scenarios at an illustrative Northeastern utility. We observe that EE and DR have several important differences that argue for an elasticity approach for large-customer DR options that rely on customer-initiated response to prices, rather than the engineering approaches typical of EE potential studies. Base-case estimates suggest that offering DR options to large, non-residential customers results in 1-3% reductions in their class peak demand in response to prices or incentive payments of $500/MWh. Participation rates (i.e., enrollment in voluntary DR programs or acceptance of default hourly pricing) have the greatest influence on DR impacts of all factors studied, yet are the least well understood. Elasticity refinements to reflect the impact of enabling technologies and response at high prices provide more accurate market potential estimates, particularly when arc elasticities (rather than substitution elasticities) are estimated.

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

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Chi Phan

2015-10-01

Full Text Available One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

CUSTOMER COST - SECOND IMPORTANT FACTOR FOR IMAGE GAP ANALYSIS OF LIFE INSURANCE SERVICES - BASED ON THE DATA COLLECTION FROM GUWAHATI

OpenAIRE

Pankaj Bihani; Prof. Amalesh Bhowal

2017-01-01

The concept of Customer Cost was developed by Lauterborn (1990) while developing the customer oriented Marketing Mix- the 4C concept. 4C model replaces the earlier 4Ps of Marketing Mix, here the focus is on customer and the current chapter is all about the second C of this model i.e. Customer Cost or Price in earlier 4P model. The Customer Cost concept is based on the fact that customers are more concerned with the total cost of acquiring a solution of their problem (Product or Service) rathe...

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

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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

Improving Customer Service in Elderly Care

OpenAIRE

Nielsen, Chris

2015-01-01

The elderly care sector is increasingly facing more competition and demanding customers. This leads to a growing pressure on elderly care home providers to find new and improved solutions that will enhance their level of customer service. The will ensure that the elderly service provider is remaining competitive in the elderly care service marketplace. The purpose of this thesis is to identify areas for improvements and propose implementable solutions for enhancing the elderly care custom...

Customer Lifetime Value as the 21st Century Marketing Strategy Approach

Directory of Open Access Journals (Sweden)

Jan Rozek

2014-06-01

Full Text Available Many studies show that marketing has recently lost its strategic position within companies. Customer Lifetime Value represents a relatively new approach to reestablishing marketing´s position as the core management instrument in market driven companies. The main goal of this paper is to summarize the current development and basic principles of the Customer Lifetime Value conceptual model, which sets customers back into the position of key company assets. The paper presents findings that prove the need for a marketing focus change in order to be able to properly manage customer relationships and secure a company’s long-term sustainable development.

Customer experience management in digital channels with marketing automation

OpenAIRE

Mattila, J. (Juho)

2016-01-01

Abstract Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the us...

A Study on Marketing Management Tool use of Customer Relationship

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Cibele Barsalini Martins

2015-04-01

Full Text Available This paper highlights the relation between management tools of Relationship Marketing (RM with customers. The auxiliary tools in the process of Relationship Marketing were analyzed: Customer Relationship Management (CRM, Loyalty Programs, Endomarketing and Marketing Research. This study presented a multicase comparative in six companies, in which three of them have already deployed the management of Relationship Marketing with their clients, and the other three companies that were in the preliminary phase of deployment of these. The data collection was made from semi-structured interviews with professionals who worked in three hierarchical levels (strategic, tactical, and operational of each participating company, using both the technique of data collection by e-mail and personal interview. The approach was qualitative, with phenomenological analysis. It was found that the deployment of Relationship Marketing by the organizations surveyed takes place in a significant amount of time, where investments have occurred by pressure of the environment, in particular by loss of market share, the need to promote customer loyalty, to improve competitiveness and concern with the customer. It was not clear that the process of deployment of Relationship Marketing originated from the strategic planning and used proactively.

Marketing health services: the engineering of satisfaction.

Science.gov (United States)

MacStravic, R S

1984-12-01

Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

MARKETING RELATIONSHIP AND TRADING IN THE RELATIONSHIP BETWEEN SERVICE PROVIDERS, HEALTH OPERATORS AND FINAL CUSTOMER: THE SEARCH FOR AN INTEGRATING MODEL

Directory of Open Access Journals (Sweden)

Nilda Catalina, Tañski

2012-01-01

Full Text Available The marketing relationship finds similarities with the concept of cooperative bargaining, the purpose of this is to find solutions to mutual gains with long-term vision. Within this approach, we sought to build an integrative model of relationship marketing and negotiation in the relationship between service providers, health operators and final customers in the health plan market in Brazil, this relationship is complex, full of conflicts and stagnation. It was first used, first, as an exploratory research of direct observation of the phenomenon referred to relationship marketing, trading and health insurance to increase employment opportunities. Then, the method of data collection was in that environment through online questionnaires using the survey method, in the representative sector. The type of sample used, where n = 217 and the confidence level was 95%, not intentional probabilistic. In the final, it was concluded that the initially proposed model was fully accepted, taking into account the choice of methodology, then achieving the main objective of this study.

Customer premise service study for 30/20 GHz satellite system

Science.gov (United States)

Milton, R. T.; Ross, D. P.; Harcar, A. R.; Freedenberg, P.; Schoen, D.

1983-01-01

Satellite systems in which the space segment operates in the 30/20 GHz frequency band are defined and compared as to their potential for providing various types of communications services to customer premises and the economic and technical feasibility of doing so. Technical tasks performed include: market postulation, definition of the ground segment, definition of the space segment, definition of the integrated satellite system, service costs for satellite systems, sensitivity analysis, and critical technology. Based on an analysis of market data, a sufficiently large market for services is projected so as to make the system economically viable. A large market, and hence a high capacity satellite system, is found to be necessary to minimize service costs, i.e., economy of scale is found to hold. The wide bandwidth expected to be available in the 30/20 GHz band, along with frequency reuse which further increases the effective system bandwidth, makes possible the high capacity system. Extensive ground networking is required in most systems to both connect users into the system and to interconnect Earth stations to provide spatial diversity. Earth station spatial diversity is found to be a cost effective means of compensating the large fading encountered in the 30/20 GHz operating band.

Customer satisfaction and enterprise market activity risk

Directory of Open Access Journals (Sweden)

Lech Nieżurawski

2014-12-01

Full Text Available The purpose of this paper is to demonstrate the role of customer satisfaction in reducing the risks of the business market. The results of measuring the level of customer satisfaction allow to create an early warning system against the danger of decline in sales revenue in the future.

14 CFR 259.5 - Customer service plan.

Science.gov (United States)

2010-01-01

... 14 Aeronautics and Space 4 2010-01-01 2010-01-01 false Customer service plan. 259.5 Section 259.5... REGULATIONS ENHANCED PROTECTIONS FOR AIRLINE PASSENGERS § 259.5 Customer service plan. (a) Adoption of Plan. Each covered carrier shall adopt a Customer Service Plan applicable to its scheduled flights and shall...

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

Science.gov (United States)

Liao, Hui

2007-03-01

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

Service recovery's impact on customers next-in-line

OpenAIRE

Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart

2013-01-01

Purpose - Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the impact of a service recovery on observing customers necessary. Using observational learning theory and attribution theory as theoretical anchors, this paper examines whether observing a service recovery influences the observing customers' satis...

Insurance coverage of customers induces dishonesty of sellers in markets for credence goods.

Science.gov (United States)

Kerschbamer, Rudolf; Neururer, Daniel; Sutter, Matthias

2016-07-05

Honesty is a fundamental pillar for cooperation in human societies and thus for their economic welfare. However, humans do not always act in an honest way. Here, we examine how insurance coverage affects the degree of honesty in credence goods markets. Such markets are plagued by strong incentives for fraudulent behavior of sellers, resulting in estimated annual costs of billions of dollars to customers and the society as a whole. Prime examples of credence goods are all kinds of repair services, the provision of medical treatments, the sale of software programs, and the provision of taxi rides in unfamiliar cities. We examine in a natural field experiment how computer repair shops take advantage of customers' insurance for repair costs. In a control treatment, the average repair price is about EUR 70, whereas the repair bill increases by more than 80% when the service provider is informed that an insurance would reimburse the bill. Our design allows decomposing the sources of this economically impressive difference, showing that it is mainly due to the overprovision of parts and overcharging of working time. A survey among repair shops shows that the higher bills are mainly ascribed to insured customers being less likely to be concerned about minimizing costs because a third party (the insurer) pays the bill. Overall, our results strongly suggest that insurance coverage greatly increases the extent of dishonesty in important sectors of the economy with potentially huge costs to customers and whole economies.

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

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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.

Emotional Satisfaction of Customer Contacts

OpenAIRE

Güngör, Hüseyin

2007-01-01

For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...

Communicating value from a service dominant logic perspective: the explicitness of the customer's resource integrating role in advertising

OpenAIRE

Leroi-Werelds, Sara; Streukens, Sandra; Merken, Anne; Janssens, Wim

2013-01-01

Recent research in marketing in general and service logic in particular has indicated that the customer is responsible for his own value creation. The customer has to integrate the resources provided by the firm (goods, services) with other resources by applying his own skills. The customer thus acts as a resource integrator. This paper examines the effects of explicitly stating this customer’s resource integrating role in the advertised message. The results of this study show that the inclus...

Space Mission Operations Ground Systems Integration Customer Service

Science.gov (United States)

Roth, Karl

2014-01-01

The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security

Pengaruh Variable Marketing Mix Terhadap Customer Loyalty Honda-Ramayana Basuki Rachmad Surabaya Dengan Customer Satisfaction Sebagai Variable Intervening

OpenAIRE

wijoyo, andrian

2014-01-01

The purpose of this study was to determine: (1) Effect of Customer Satisfaction on Marketing Mix dealer Honda-Ramayana in Surabaya. (2) Effect customer satisfaction on Customer Loyalty Honda-Ramayana in Surabaya. (3) How big is the influence variables Marketing mix on Customer Satisfaction dealer Honda-Ramayana in Surabaya. The analysis implements in this research is causal analysis. This research is taken 120 consumers while data is collected by using questionnaire. Analysis technique use...

Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

OpenAIRE

Hsing-Yun Chang; Cho-Pu Lin; Meng-Yun Tsou; Chien-Ting Chen

2011-01-01

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliab...

Models of Customer Behavior as a Basis of Marketing Strategy

Directory of Open Access Journals (Sweden)

T A Ivanova

2012-06-01

Full Text Available The article is devoted to the analysis of six main models of customer behavior in contemporary society and the specific tasks of marketing departments of companies at today's stage of development. The given models take into consideration: motives for choosing a product, the degree of product awareness and independence of choice, the degree of customer satisfaction with the product, lines and possibilities of making an impact on customer choice through marketing and promotion stimulation. The author believes that these models may serve as a basis in the formation of effective marketing strategies, as they describe the customers in all the stages of their actions in the process of buying products, accumulating and analyzing the experience of using them.

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....

Motivating your patients: marketing dental services.

Science.gov (United States)

Grönroos, C; Masalin, K

1990-02-01

In most industrialized countries the issues of unemployment or under-employment are becoming more critical for the members of the dental associations. In some countries this is creating greater competition between the private practitioners and public health dentists as well as between private dental practitioners themselves. Modern marketing, especially service marketing theory and models, can provide dentists and dental associations with tools to improve their position in relation to patients, political decision makers and other public agencies. However, marketing has to be understood correctly as a philosophy providing a means of approaching the establishing, maintaining and enhancing patient or customer relationships and not as a narrowly defined set of tools. As long as marketing is considered to be external campaigns, such as advertising and not much else, it is bound to fail. Other dimensions of marketing, such as interactive marketing and internal marketing, are of much greater importance to dental practitioners.

Influence Preceived Customer Value and Customer Satisfaction Against Customer Loyality (Case Studies in the Tourism Industry Three Star Hotel in Jepara)

OpenAIRE

Istanto, Yuni

2013-01-01

Marketing in the twenty-first century experienced remarkable changes, with the inclusion of progress in the fieldof global information technology through the internet media. In this era many products / services that arepresented through the media, so that the consumer or customer before making a purchase will create aperceived value that customers (CPV) (Kotler, 2009: 134) about the product / service to be bought. The conceptof value is one of the basic elements of the theory of marketing (Am...

Components of Managing the Quality of Customer Service

Directory of Open Access Journals (Sweden)

Vovk Viktoriia M.

2017-12-01

Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

Using customer contact centres as relationship marketing instruments

NARCIS (Netherlands)

van der Aa, Zanna; Bloemer, Josée; Henseler, Jörg

2015-01-01

This article investigates whether, to what extent and how customer contact centres influence customer–firm relationships through customer contact centre quality. The proposed model compiles direct and indirect effects of this form of quality on focal relationship marketing constructs, including

Hospital marketers sold on value of custom publications.

Science.gov (United States)

Rees, T

1998-01-01

More and more hospital marketing and public relations executives are recognizing that publications, such as newsletters and magazines, are a very important part of their arsenal of marketing tools. They're also finding that custom publishers are valuable allies when it comes to target market opportunities.

47 CFR 76.972 - Customer service standards.

Science.gov (United States)

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service standards. 76.972 Section 76.972 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.972 Customer service standards. (a...

The role of coordinated marketing-operations strategy in services : Implications for managerial decisions and execution

NARCIS (Netherlands)

Dixon, M.; Rhee, van der B.; Karniouchina, E.; Verma, R.; Victorino, L.

2014-01-01

The purpose of this paper is to discuss the importance of a coordinated marketing and operations strategy in goods and service producing business organizations. Customer engagement and co-production are imperative service delivery considerations, and therefore an aligned marketing and operations

Study of Marketing Components Affecting Health Care Services in Hospitals

Directory of Open Access Journals (Sweden)

Mohammad Javad Akbarian Bafghi

2016-10-01

Full Text Available Background: Hospitals, in extreme competition, have accepted principles of marketing designed for industrial goods and customers. One of the important factors in health services marketing is the type of services. Organizations, including health centers, require meeting the clients' needs in order to survive and try to promote the way of providing services effectively. The present study aims to identify effective components in providing clinical services in hospitals. Methods: This was a practical and cross-sectional study. Data were collected using a questionnaire completed through random sampling after confirming the validity and reliability. Data were analyzed by SPSS 21 and Lisrel 8.50 using descriptive statistics and factor analysis. Results: The results of this study indicated that nine components had the highest impact on providing health services. Confirmatory factor analysis showed that the quality of providing services in the hospital, offering distinctive services compared with other hospitals, and considering quality of service beyond the patient's expectation had the greatest impact on marketing services in the hospital. Conclusion: Providing quality and distinctive services beyond the patient's expectation enables hospitals to improve their marketing activities and, beside higher level of patient satisfaction, develop their clinical services market share.

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.

Employee retention: a customer service approach.

Science.gov (United States)

Gerson, Richard F

2002-01-01

Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the

Retail Experience Marketing : A study on customer perceptions of successful in-store experience marketing within retailing

OpenAIRE

Tengström, Michaela; Björkman, Hanna; Egardsson, Patricia

2015-01-01

It has been shown that in today’s society, businesses will need to consider not only selling products or services, but also experiences in order to fulfil customers’ increasing demand for more stimuli in purchase situations. Additionally, brick and mortar retailers will need to respond to the increased use of online sales channels through finding ways of attracting customers to their stores. One way of responding to both trends can be to practise Experience Marketing and thereby offer holisti...

Gamification and service marketing.

Science.gov (United States)

Conaway, Roger; Garay, Mario Cortés

2014-01-01

Our paper addresses the development of the gamification concept with business applications. We report on our survey of customers and managers seeking to participate in gamification on their websites. We examined both customer and manager perspectives and compare survey results in terms of service marketing and characteristics of consumers who engage with gamification platforms. Our data supported a design theory delineating four key characteristics in gamification platforms that attract consumers toward an enterprise's website. Those features attract individuals through (1) Progress Paths, (2) Feedback and Reward, (3) Social Connection, and (4) Attractiveness of the site. Results from the managers' survey reflected key characteristics that must exist for implementation of a gamification platform. The data revealed a particular demographic profile of a gamification individual drawn to a website. These findings may help company managers who wish to adopt a gamification platform in the future.

Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services

Directory of Open Access Journals (Sweden)

Aleksander Lotko

2018-05-01

Full Text Available Background: In the study, we researched if it is possible to identify the segments of customers of auto repair shops with the use of neural networks? The study attempts to contribute to literature by way of classifying customers of the auto repair shops, accordingly to their loyalty, with the use of advanced statistical methods. Methods: The paper covers classification trees, neural networks, and cluster analyses that were applied in order to classify customers according to their loyalty. Results: It has been proved that three groups of factors influence loyalty: (1 social and demographic factors concerning customer characteristics; (2 technical factors concerning the vehicle and the manner of its use; and (3 factors defining the evaluation of the service quality provided by the auto repair shops. Four segments of customers which vary in terms of formal characteristics and assessment of the quality of services were obtained. Conclusions: (1 identification of factors shaping customers’ loyalty; (2 possibility of checking which changes of the quality of services may influence the loyalty of the customers; and (3 identification of the segments of the customers in the case of which the marketing strategies applied to increase the loyalty, must be treated with the utmost priority.

Comparative analysis of customer satisfaction in postal and banking services

Directory of Open Access Journals (Sweden)

Ratković Milijanka

2017-01-01

Full Text Available The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.

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.

Assessment criteria of Polish customs services effectiveness in customs clearance of foreign trade goods

Directory of Open Access Journals (Sweden)

Katarzyna Szmyd

2013-09-01

Full Text Available In recent years Polish customs administration has undergone substantial changes not only in its structure but also in terms of tasks execution. Upon Poland’s accession to the European Union the western border was transformed into the internal border whereas the eastern border into the external border of the European Union, which led to a range of changes in the Customs Service. Those transformations made it necessary to lift customs control at border crossings from the western side. While becoming external border of the European Union Poland was obliged to adjust customs procedures to the Union standards. The abovementioned changes necessitated the need for organizational and structural transformation within the Customs Service. While performing statutory tasks the Customs Service provides safety and security for its citizens, makes it easier for reliable entrepreneurs to run their business activity as well as cares for the country’s finances. The effectiveness of the Customs Services depends to a large extent on functional infrastructure, state-of-the-art control devices, reliable communication system and innovative information solutions. It should improve the quality of the services provided, which would facilitate commodity circulation and make it possible to provide the merchandise straight to the entrepreneur, who deals with customs formalities on his or her own. Implementing new solutions – improvements by the Customs Service will provide substantial acceptance of its activities by citizens as well as entrepreneurs through providing more valuable services for the community, creating new possibilities in terms of business servic-ing by tapping into the already existing resources (effectiveness – better resource orientation, economy – better resource employment.

Customers as Partners in Radical Service Innovation

DEFF Research Database (Denmark)

Scupola, Ada; Nicolajsen, Hanne Westh

2009-01-01

  Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer...... involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement...... roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need...

Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

OpenAIRE

Vargas Perez, Ana Maria; Grijalvo Martin, Maria Mercedes; Mercado Idoeta, Carmelo

2012-01-01

The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of...

HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

Directory of Open Access Journals (Sweden)

Indrianawati Usman

2017-12-01

Full Text Available This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

The Impact of Service Quality and Trust to Customer Loyalty Through Customer Satisfaction at Bank Bca Manado

OpenAIRE

Tatuil, Anggreiny

2013-01-01

Customer satisfaction is the main factor that determines good or not the services company provided. It is a barometer for customers to re-use services company offered or customer loyalty using the E-banking. If the service is disappointing and customer could not believe the service company provided, will have a negative effect both for customers and the bank itself. This research is aimed to analyze the influence of service quality and trust to customer loyalty trough customer satisfaction. T...

Market policy as an innovative element of marketing in the Romanian healthcare services - an approach focused on the patient.

Science.gov (United States)

Coculescu, B I; Coculescu, E C; Radu, A; Petrescu, L; Purcărea, V L

2015-01-01

The orientation towards one of the marketing policies with a major impact in organizations providing healthcare services, requires a careful analysis of the needs and aspirations of customers, targeting those patients whose needs the service organization can achieve through the existing resources at the respective health facility, finding the most effective way of achieving benefits associated with reduced costs to maximizing profits, placing the offers for medical services required by the patients on the market, as well as promptly reacting and acting to the changes of health services market which is constantly evolving through a flexible organizing and functioning structure, connected to the financial needs of the patients.

Building PV markets: customers and prices

International Nuclear Information System (INIS)

Haas, Reinhard

2002-01-01

What makes market deployment strategies for PV successful? A group of specialists (from IEA Task 7) has been looking at the progress made so far. Here, in the first of two articles based on their report, the author presents some of their findings, including benefits and barriers for defined groups of customers; how customers for PV systems are identified, and what they are willing to pay. It also looks at current prices in different countries, and their possible trends. (Author)

Development of services on the electricity market in the USA

International Nuclear Information System (INIS)

Augustsson, Kamilla

1997-10-01

American electric utilities are developing new services and creating strategic alliances in order to be competitive on a de-regulated market. Separate energy-service companies are created, which offer many services: energy brokers, energy auditing, out-sourcing of energy supply, control of energy bills and information- and communication-services. The report describes how the utilities prepare for the deregulation and what type of services are offered to commercial and industry customers 21 refs, 10 figs

Sharpen customer service skills with PCRAFT Pursuit.

Science.gov (United States)

Dologite, Kimberly A; Willner, Kathleen C; Klepeiss, Debra J; York, Susan A; Cericola, Lisa M

2003-01-01

Traditional approaches to teaching customer service skills do not involve participant interaction, nor do they provide a fun and relaxed atmosphere for learning. This article describes the development of PCRAFT Pursuit, an innovative game used to teach customer service skills. The development process began with concerns identified through patient satisfaction surveys. The implementation of this game became an integral component of education to improve customer service skills of staff throughout the hospital network.

INNOVATION, CUSTOMER ATTACHMENT SOURCE IN RETAIL SERVICES EMPIRICAL RESEARCH IN DIY RETAIL

Directory of Open Access Journals (Sweden)

Săniuţă Adina

2013-07-01

Full Text Available The topic of the present study is innovation of services in the retail trade of bricolage (Do-It-Yourself, DIY products and the influence that innovation has on the increase of customer attachment to companies in this field. The Romanian bricolage market brings together representatives of large specialised retail chains in Europe along with large domestic operators, which led us to the choice of this trade as a research field. Innovation is considered an important factor that brings a significant contribution to the success of a business (O\\'Cass, Song and Yuan, 2012, and services are a priority for economic development. Despite all these, innovation in services is still insufficiently exploited both theoretically and empirically. The object of this study is to apply a qualitative research through semi-conducted interviews with managers from the bricolage retail field in order to validate the conceptual model whose inputs, innovation along with the availability and professionalism of the sales staff, act as generators of customer attachment to the company, leading to increased turnover, a permanent fund of customers and loyalty to the store. As a second stage, the proposed model will be tested through a quantitative research, by making use of the customer’s points of view. The three hypotheses of this research (H1: Innovation in services is determined by: the customer’s involvement in the implementation of the service, the use of gadgets in the store to facilitate access to information to the customer, the extension of the in-store services to the virtual environment and customer experience; H2: Innovation together with the availability and knowledge of the sales staff are sources of the customer’s attachment; H3: attachment acts as a catalyst for the turnover, the permanent fund of customers and the loyalty to the store have been accepted, the study revealing that in the retail trade of bricolage products, the staff’s availability and

Marketing assets: relating brand equity and customer equity

OpenAIRE

Romero, Jaime; Yagüe, María J.

2016-01-01

Purpose: Brand equity and customer equity are inextricably linked. Some authors propose that marketing activities build these intangible assets simultaneously. In contrast, others suggest that brand equity is an antecedent of customer equity. In this research, we aim to shed light about the relationship between brand equity and customer equity, by empirically testing these two alternative explanations. Design/methodology/approach: We propose four research models that reflect these two alte...

Market mechanisms and customer preferences

Energy Technology Data Exchange (ETDEWEB)

Boethius, O. [Volvo Car Corporation, Goeteborg (Sweden)

1995-12-31

The paper relates to market mechanisms and customer preferences regarding alternative fuels for road transports. Globally, road transports are to 99% dependent on crude oil. According to the author, one third of the crude oil is consumed for road transports. The use of natural gas as an alternative fuel is discussed in this connection

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.

Service Learning for Improvement of Customer Service Education in LIS

Science.gov (United States)

Colón-Aguirre, Mónica

2017-01-01

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

Ontology for customer centric digital services and analytics

Science.gov (United States)

Keat, Ng Wai; Shahrir, Mohammad Shazri

2017-11-01

In computer science research, ontologies are commonly utilised to create a unified abstract across many rich and different fields. In this paper, we apply the concept to the customer centric domain of digital services analytics and present an analytics solution ontology. The essence is based from traditional Entity Relationship Diagram (ERD), which then was abstracted out to cover wider areas on customer centric digital services. The ontology we developed covers both static aspects (customer identifiers) and dynamic aspects (customer's temporal interactions). The structure of the customer scape is modeled with classes that represent different types of customer touch points, ranging from digital and digital-stamps which represent physical analogies. The dynamic aspects of customer centric digital service are modeled with a set of classes, with the importance is represented in different associations involving establishment and termination of the target interaction. The realized ontology can be used in development of frameworks for customer centric applications, and for specification of common data format used by cooperating digital service applications.

Bulgarian electricity market and the large-scale industrial customers

International Nuclear Information System (INIS)

Popov, P.; Kanev, K.; Dyankov, M.; Minkov, N.

2003-01-01

The paper focuses on a brief overview of the Bulgarian Electricity Market Design and steps toward its development, as well as on preliminary analyses for market opening and influence of large industrial customers to system and market operation. (author)

Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

Energy Technology Data Exchange (ETDEWEB)

Johnson, L.E.

1991-01-01

This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations. The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.

Survey the Role of Brand in Formation of Customer Loyalty in Financial Services Marketing by the Approach of Small Firms

OpenAIRE

Gholamreza Jandaghi; Alireza Amini; Parvaneh Pirani; Zahra Amini; Hasan Kharazi

2011-01-01

One of elements which have received considerable attention in relationship marketing is customer loyalty. Brand is one of construct contributes to the formation of customer loyalty. Thus this study investigates the relationship between customer loyalty and brand. In this regards, using conceptual model, relationship between satisfaction, value, resistance to change, affect, trust and brand equity with customer loyalty has been hypothesized. Data was collected from 193 firms in 22 regions of t...

Performance improvement plan in customer technical services

International Nuclear Information System (INIS)

Lachambre, L.

1995-01-01

This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

7 CFR 1212.32 - United States Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

Decision in the matter of a generic hearing in respect to market issues and conduct related to the sale of gas and customer services in the natural gas industry in New Brunswick

International Nuclear Information System (INIS)

2003-01-01

In response to changes in the Gas Distribution Act and the Gas Distributor Marketing Regulation, the New Brunswick Board of Commissioners of Public Utilities (Board), issued an order in June 2003 for a generic hearing regarding the sale of gas and customer services in the natural gas industry in New Brunswick. The purpose of the hearing was to have an open discussion among intervenors regarding several issues, such as whether the Code of Conduct provides fair and adequate rules for marketers; should Enbridge Gas New Brunswick (EGNB) be required to follow rules similar to the Code of Conduct; the requirements surrounding letters of credit; the Board's decision on Rules and Regulations regarding the billing conduct of gas distributors and marketers; the information that should be provided by a gas marketer or a distributor to the customer before the customer enters into an agreement for the supply of gas; the need for information on price volatility; the need for EGNB to notify potential customers of all possible suppliers of gas; the removal of automatic renewal clauses from gas retailers' contracts; how the Board should determine if prices are reasonably and sufficiently competitive; financial reporting requirements; the role of the Board in response to customer complaints regarding the sale of gas by a distributor; and, the Board's action regarding Enbridge Atlantic's plan to exit the New Brunswick market. This report provided the response to these issues by 10 intervenors

New trends in innovation and customer relationship management: a challenge for market researchers.

OpenAIRE

Maklan, Stan; Knox, Simon; Ryals, Lynette

2008-01-01

For decades, one of the key roles of market research has been to help companies forecast customer acceptance of innovation and of changes to the marketing mix (the 4Ps). However, traditional market research is in danger of being left behind by new practices in sales, marketing and R&D. Reflecting an increasingly participative approach to customer relationships, these disciplines are moving towards customer involvement and co-creation of value rather than innovation mainly ge...

Market policy as an innovative element of marketing in the Romanian healthcare services – an approach focused on the patient

Science.gov (United States)

Coculescu, BI; Coculescu, EC; Radu, A; Petrescu, L; Purcărea, VL

2015-01-01

The orientation towards one of the marketing policies with a major impact in organizations providing healthcare services, requires a careful analysis of the needs and aspirations of customers, targeting those patients whose needs the service organization can achieve through the existing resources at the respective health facility, finding the most effective way of achieving benefits associated with reduced costs to maximizing profits, placing the offers for medical services required by the patients on the market, as well as promptly reacting and acting to the changes of health services market which is constantly evolving through a flexible organizing and functioning structure, connected to the financial needs of the patients. PMID:26664466

76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

Science.gov (United States)

2011-05-02

... accessed by the Internet or mobile phone and improved processes that deliver services faster and more... ``Conversations with America'' to Further Improve Customer Service). However, with advances in technology and... major initiative (signature initiative) that will use technology to improve the customer experience; (b...

Incorporating Customer Lifetime Value into Marketing Simulation Games

Science.gov (United States)

Cannon, Hugh M.; Cannon, James N.; Schwaiger, Manfred

2010-01-01

Notwithstanding the emerging prominence of customer lifetime value (CLV) and customer equity (CE) in the marketing literature during the past decade, virtually nothing has been done to address these concepts in the literature on simulation and gaming. This article addresses the failing, discussing the nature of CLV and CE and demonstrating how…

Estimating customer preferences for new pricing products. Final report

International Nuclear Information System (INIS)

Goett, A.A.

1998-10-01

This report summarizes the results of a review of various methods to analyze customer preferences for electric service pricing products. The purpose of this study was to evaluate different techniques for analyzing preferences for electric service and pricing products in a competitive retail electricity market. In this market, competing providers will offer a variety of electric services under different price structures, and customers will face the decision of choosing a single electric service provider and pricing plan. The service and price characteristics that utilities offer will largely determine their market shares and profitability. Understanding preferences will be critical to quantifying the effects of service and pricing attributes on market share and profitability in the deregulated retail electricity market

The Role of Customer Engagement in Enhancing Passenger Loyalty in IndonesianAirline Industry: Relationship Marketing Approach

Directory of Open Access Journals (Sweden)

Raditha Hapsari

2015-09-01

Full Text Available Scholars and practitioners agree that organisations cannot rely on transactional marketing since customers demand more personalized goods and services. Consequently, organisations need to build a relationships based on a mutual exchange with their customers to satisfy their needs and wants and customer relationship emerged to enhance long-term customer profitability. Customer perceived value have been widely accepted as important antecedents improving customer loyalty. However, only a few published studies have the integrated customer engagement construct with the other important marketing constructs to examine the interrelationship among them. This research aims to examine the interrelationships among perceived value, customer engagement and customer loyalty. Focus group discussions, and a survey of 250 Indonesian airline passengers in East Java Province, Indonesia, were conducted to satisfy the research objectives. In order to carry out a comprehensive investigation of the relationship between variables, a quantitative approach is used in this study. The methods used to analyse the data are Confirmatory Factor Analysis (CFA to test the model fit and Structural Equation Modelling (SEM to test the hypothesis. Sobel’s test is also used to test the mediating role of customer engagement. The findings of this study indicate while customer perceived value consistently influences loyalty, customer engagement is also proven to be an antecedent of loyalty. Furthermore, customer engagement is also proven to play a mediating role which strengthens the relationship between perceived value and loyalty. The results of the empirical analysis is supported by previous studies that suggest customer engagement is a new construct that has an important role to play in enhancing passenger loyalty.

Energy Services in Sweden - Customer Relations towards Increased Sustainability

Energy Technology Data Exchange (ETDEWEB)

Sernhed, Kerstin

2008-06-15

Energy use and supply are evident issues to consider for a sustainable development, where the economic, social and environmental aspects are all important. In large grid-bound systems, the supply of energy is usually a rather invisible activity and the contacts between household customers and utilities are sometimes only represented through the energy bill. In this thesis, three particular fields are emphasized where these interactions comes into focus: Electricity peak load problems and load management in households; Energy monitoring and feedback, and; The selling of district heating to households in detached house areas. Improved customer relations in these areas can both increase the energy utilities abilities to compete on the markets and to contribute to an increased sustainable development within the energy sector. The traditional ways to handle peak load problems in the Swedish electricity system have been to build new power plants and to reinforce the electricity grid. However, there are many reasons why solutions should be sought for on the demand-side. This thesis discusses the issues of load management through technical load control of households' electric heating systems and electric water heaters, and through indirect load management with different pricing of electricity.The new Swedish law about monthly accurate billing of electricity for household customers has influenced the electricity network owners to install new automatic meter reading (AMR) systems. Hourly metering can give raise to a new set of data about household electricity use, that can be utilised to provide detailed characteristics of load demand and consumption patterns and serve as a basis for customer segmentation. This information can be useful when developing new energy services, new pricing of electricity, new load management strategies and demand response programs. In this thesis, customer preferences towards feedback on electricity use and different types of billing are

On the evaluation of product customization strategies in a vertically differentiated market

DEFF Research Database (Denmark)

Wong, Hartanto Wijaya; Lesmono, Dharma

2013-01-01

This paper presents a formal approach to evaluate the value of enhancing product customization in a vertically differentiated market. Different from most existing studies that tend to associate the level of customization with the number of product variants, we take a rather different view...... to the level of customization which we define as the degree to which consumers are involved along the value chain. Consequently, a higher level of customization is achieved when consumers are involved further upstream in the chain. The novelty of our approach stems from the integration of both marketing......- and production-related factors that enable us to: consider trade-offs between customization, lead times and manufacturing costs; and analyze how these trade-offs should be addressed in a market in which one group of consumers is highly concerned about product customization, whereas the other group is more...

Customer Relationship within the Furniture Design Market : A qualitative study of how companies within the furniture design market relate to the challenges connected to customer loyalty

OpenAIRE

Wahlström, Marie-Louise; Bergström, Jenny

2010-01-01

Background: The customer relationship is becoming more important for companies within the Swedish furniture design industry due to competition for market shares. The market is getting more crammed while the interest for furniture design amongst people is increasing, therefore furniture design companies need to find effective ways to attract loyal customers. Research has been made to show the importance of collaboration between companies and this is something that can increase the market share...

Customers and Markets: Both are Essential to Credit-Risk Measurement

Directory of Open Access Journals (Sweden)

David E. Allen

2011-03-01

Full Text Available This paper compares credit models that incorporate a market component to those that are solely customerbased. We found that customer-only models understated credit risk during the Global Financial Crisis (GFCand do not adequately differentiate between industries. Models that focus too heavily on the market canoverstate credit risk in times of high volatility. We recommend a two-factor modelling approach thatincorporates both customer and market risk to improve the accuracy of credit-risk measurement as well asassist lenders with early risk detection.

Psychometrics Of Hotel Service Quality: Comparative Factor Structures Of Alternative Market Segments

OpenAIRE

Mark I. Alpert; Rajagopal Raghunathan

2011-01-01

When different market segments are encountered, can the same instrument be used to understand and predict the determinants of customer perceptions of service quality, satisfaction and retention? This paper analyzes a national sample of over 18,000 U.S. customer surveys regarding hotel experiences in a range of properties from budget to near-luxury accommodations. Its purpose is to examine the dimensionality of customer satisfaction for business vs. pleasure travelers, and male vs. female gues...

Studying the Mediator Role of Customer Based Brand Equity in Successful Customer Relationship and Brand Image of Five Star Hotels in Mashhad

OpenAIRE

Fariborz Rahimnia; Seyede Zahra Fatemi

2012-01-01

Branding and brand management in the marketing world of today have many followers. In the service sector, brands are treated as a quick way to identify and differentiate themselves and create an image in the minds of their customers. Among the intangible aspects of a product or service, brand image is the most important aspect, which is emphasized in marketing strategies. Service firms try to communicate with their customers and make a desired image in the mind of their customers by influenci...

How to get the customer service your practice deserves.

Science.gov (United States)

Cavallo, Nancy

2009-01-01

What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

Personal Level Customer Orientation in Russian Direct Selling Market

OpenAIRE

Alexander Rozhkov

2014-01-01

In the modern world the importance of customer orientation cannot be underestimated. It hugely impacts the overall business performance, as well as separate areas of business-customer interaction. In this paper, we examine the role of personal level relations and customer orientation in the direct selling industry in the Russian market. Based on a sample of over 6000 participants in 74 regions of Russia, we develop a model revealing the factors that define the level of customer orientation in...

Empowering Customer Choice in Electricity Markets

Energy Technology Data Exchange (ETDEWEB)

NONE

2011-07-01

Timely and effective deployment of demand response could greatly increase power system flexibility, electricity security and market efficiency. Considerable progress has been made in recent years to harness demand response. However, most of this potential remains to be developed. The paper draws from IEA experience to identify barriers to demand response, and possible enablers that can encourage more timely and effective demand response including cost reflective pricing, retail market reform, and improved load control and metering equipment. Governments have a key role to play in developing and implementing the policy, legal, regulatory and market frameworks needed to empower customer choice and accelerate the development and deployment of cost-effective demand response.

A study on important factors influencing customer relationship management: A case study of Mobile service provider

Directory of Open Access Journals (Sweden)

Naser Azad

2013-04-01

Full Text Available Customers are considered as essential assets in any organizations including mobile services. During the past few years, mobile industry is growing rapidly and the competitions among business owners increases steadily. In this paper, we present an empirical investigation to find important factors influencing customer relationship management. The proposed study of this paper designs a questionnaire and distributes it among 253 customers in mobile industry in city of Tehran, Iran. All questions are designed in Likert scale and Cronbach alpha is calculated as 0.816, which is relatively reliable value. There were 28 questions in this survey and the proposed study extracts five important factors including economic factors, communication skills, organizational resources, service capabilities and flexible market.

The power of perceived service quality in international marketing channels

NARCIS (Netherlands)

Ruyter, de J.C.; Wetzels, M.G.M.; Lemmink, J.G.A.M.

1996-01-01

States that providing quality customer service is increasingly regarded as an important basis for establishing and maintaining solid and long-term relationships between manufacturers and distributors in marketing channels. Discusses the results of a research project which was undertaken to study the

Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty

Directory of Open Access Journals (Sweden)

Feras M.I. Alnaser

2018-04-01

Full Text Available In service oriented industry, it is very difficult to set a standard rule to satisfy customers. As customer awareness increases on the service offered by banks, expectation from services quality increases too. Quality of a service in banking industry plays an essential role in measuring the performance of banks. Thus, the present study examines the PAKSERV model to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey method was adopted where data was collected from 482 respondents through structured questionnaire. Structural equation model (SEM was applied to check the hypothesis relationship between proposed constructs. Statistical finding revealed that PAKSERV model had significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Results also revealed that in cultural context PAKSERV model was the most appropriate scale and had predictive power of service quality in banking industry of Palestine. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic banks of Palestine.

Service loyalty : the effects of service quality and the mediating role of customer satisfaction

OpenAIRE

Caruana, Albert

2002-01-01

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

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.

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...

Marketing and service activities of German power suppliers. Results of a recent investigation; Marketing- und Dienstleistungsktivitaeten der deutschen Stromversorger. Ergebnisse einer aktuellen Erhebung

Energy Technology Data Exchange (ETDEWEB)

Nickel, M. [Bereich Markt und Daten, Verband der Eiektrizitaetswirtschaft - VDEW - e.V., Berlin (Germany)

2006-07-03

Service activities have always played an important role for power suppliers. Facing the growing competitive environment, the enterprises' activities were given new directions, with more strength. The EU energy service regulation gives this subject even more importance. VDEW (Association of the Electricity Industry) has been regularly investigating the range of the services offered by the enterprises, for the last time by means of questionnaire in 2005. The findings give a general view of the marketing measures presently used by the enterprises and the services they offer. It was found out that services and special measures of customer care have kept their importance to customer binding and customer acquisition also in 2005. Services have always been of importance for power suppliers.

Great gap between customers' taste and market variety in the car market in Iran

Directory of Open Access Journals (Sweden)

Mousavi, Farhad

2014-11-01

Full Text Available In this paper, types of cars are described by factors, with each factor consisting of different levels. The satisfaction of the customer is determined by the levels of the factors and the price of the car. Two groups of customers with different tastes are identified in the car market in Iran. The two groups cover 82.4 per cent of customers. Based on the values of the factors, the value of each vehicle is obtained for each group. The aim of this research is to obtain a better understanding of customers’ taste, in order to determine the market share of cars and ensure that customers’ needs can be satisfied properly. In this way, companies can develop better strategies and production plans and can increase their market share. The size of each group was determined, as well as their characteristics in terms of gender, age, and education status. Using Tirole’s [27] and Gabszewicz and Thisse’s [12] respective theories, the shares of the car market, according to customers’ demands, were determined. The new method adopted in this study is the generalisation of Tirole’s [27] product differentiation theory to the case in which the pairwise ranking of the products forms an acyclic network and not only a directed path. The estimated demand is compared with the sales data from the last five years. A big gap between the status of the vehicle sales and the customer requirements is observed in the car market in Iran.

Marketing plan for establishment of a sport shop with sport accesories sale and additional services

OpenAIRE

Trakalová, Aneta

2011-01-01

Purpose of bachelor study is marketing plan for establishment of a sport shop with sport accesories sale and additional services. Suggested marketing process will respect supply and competition analysis and individual target groups trends of prospective customers. Lay-out of target market is oriented on marketing strategy and financial plan forming.

Exploring the relationship between service quality and customer satisfaction in postal financial service

Directory of Open Access Journals (Sweden)

Steven K Msosa

2015-09-01

Full Text Available Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty

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

Directory of Open Access Journals (Sweden)

Ngo Vu Minh

2016-06-01

Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

Combining zmet and mec in study of user expectations for ideal catering customer service app

Directory of Open Access Journals (Sweden)

Chaing Ton

2017-01-01

Full Text Available The designing and marketing models of general catering customer service APP are made from business owners needs or from commissioned design company’s thoughts. The ZMET and MEC technique are used to understand the consumers more properly. Consumers usually will not purchase a product for just the physical content or functionality of the product but will do so because of other reasons, such as what the product presents socially, how it affects their emotions and more In this context, it is necessary to identify the meaning better. This research attempts to understand how customer satisfaction in the context of the catering industry could be understood better by identifying product and company attributes. The catering company can then develop a unique style of their own, so consumers can better understand the ethos of the company, their culture and style. According to consumers’ experience, we conclude 5 user expectations of catering customer service APP, including Fans Evaluation, Online-to-Offline Consistency, Timeliness, Smart Order, and Customized Logistics. In this paper, the results of these information show that the user expectations of catering customer services APP will become the effective scientific reference and different patterns of cognitive communities.

Influence of Customer Focused Mission Statement on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Chijioke Nwachukwu

2017-01-01

Full Text Available The purpose of this study is to examine the influence of customer‑focused mission statements on customer satisfaction in selected cell phone manufacturing companies in the United States. The study employed content analysis for the mission statement and data from America customer satisfaction index (ACSI. In analysing our data, Pearson correlation, and multiple regression techniques were used. The result showed that product and service, technology, philosophy, self‑concept, and public image mission statement components are strongly positively correlated with customer satisfaction. Customer, survival, growth and profitability and market mission statement components are insignificantly negatively correlated with customer satisfaction. The study, therefore, recommends that companies that want to remain competitive by enhancing customer satisfaction should formulate mission statements from a customer perspective so that they include product and service, technology, philosophy, self‑concept, and public image components. The main limitation of the study represents the sample size and structure. This study empirically investigated the correlation and association of nine mission statement components with customer satisfaction.

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

Directory of Open Access Journals (Sweden)

Tanisah Tanisah

2015-03-01

Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

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.

A MAS-Based Cloud Service Brokering System to Respond Security Needs of Cloud Customers

Directory of Open Access Journals (Sweden)

Jamal Talbi

2017-03-01

Full Text Available Cloud computing is becoming a key factor in computer science and an important technology for many organizations to deliver different types of services. The companies which provide services to customers are called as cloud service providers. The cloud users (CUs increase and require secure, reliable and trustworthy cloud service providers (CSPs from the market. So, it’s a challenge for a new customer to choose the highly secure provider. This paper presents a cloud service brokering system in order to analyze and rank the secured cloud service provider among the available providers list. This model uses an autonomous and flexible agent in multi-agent system (MASs that have an intelligent behavior and suitable tools for helping the brokering system to assess the security risks for the group of cloud providers which make decision of the more secured provider and justify the business needs of users in terms of security and reliability.

Customer value propositions in business markets.

Science.gov (United States)

Anderson, James C; Narus, James A; van Rossum, Wouter

2006-03-01

Examples of consumer value propositions that resonate with customers are exceptionally difficult to find. When properly constructed, value propositions force suppliers to focus on what their offerings are really worth. Once companies become disciplined about understanding their customers, they can make smarter choices about where to allocate scarce resources. The authors illuminate the pitfalls of current approaches, then present a systematic method for developing value propositions that are meaningful to target customers and that focus suppliers' efforts on creating superior value. When managers construct a customer value proposition, they often simply list all the benefits their offering might deliver. But the relative simplicity of this all-benefits approach may have a major drawback: benefit assertion. In other words, managers may claim advantages for features their customers don't care about in the least. Other suppliers try to answer the question, Why should our firm purchase your offering instead of your competitor's? But without a detailed understanding of the customer's requirements and preferences, suppliers can end up stressing points of difference that deliver relatively little value to the target customer. The pitfall with this approach is value presumption: assuming that any favorable points of difference must be valuable for the customer. Drawing on the best practices of a handful of suppliers in business markets, the authors advocate a resonating focus approach. Suppliers can provide simple, yet powerfully captivating, consumer value propositions by making their offerings superior on the few elements that matter most to target customers, demonstrating and documenting the value of this superior performance, and communicating it in a way that conveys a sophisticated understanding of the customer's business priorities.

Delivering customer solutions

International Nuclear Information System (INIS)

Bergsma, J.

1997-01-01

Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

Achieving Customer Satisfaction through Integrated Products and Services

DEFF Research Database (Denmark)

Raja, Jawwad; Bourne, Dorota; Goffin, Keith

2013-01-01

Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires...... a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction....... An exploratory study was undertaken to understand customers' views on integrated products and services and the value-in-use derived from such offerings. As value-in-use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews...

The factors that influence customer e-services adoption

Directory of Open Access Journals (Sweden)

Kamisha Persad

2015-07-01

Full Text Available The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.

A foot in the Door: Relationship marketing efforts towards Transaction-oriented customers

DEFF Research Database (Denmark)

Andersen, Poul Houman

2002-01-01

Despite the growing awareness of relationship marketing, there are still limitations to the range of exchange situations where relationship marketing is applicable. Customers may resist suppliers' attempts to become intimate. This contribution deals with how suppliers seek to overcome customer...

The Effect of Relationship Marketing and Brand Image on Customer Loyalty (Case of Astinet Business Customer PT Telkom Witel Makassar)

OpenAIRE

Andi Nur Qalby; Abdul Razak Munir; Jusni Jusni

2018-01-01

Marketing is an activity that can penetrate space and time. This study aims to determine to know the influence of Relationship Marketing and Brand Image Against Customer Loyalty at PT Telkom Witel Makassar. This type of research is causal (causal relationship research), which is trying to find the relationship of influence between relationship marketing and brand image with customer satisfaction and loyalty ASTINet users. The results showed that Relationship marketing and Brand image have pos...

Customer retention and new product marketing strategies

International Nuclear Information System (INIS)

O'Day, T.

1997-01-01

Business strategies readily accessible for utilization by electric utility companies in the post-deregulation competitive environment were discussed. Among these strategies, shifting the company''s focus towards customers and their needs, is perhaps the most important. Utilities could use their corporate identity to capitalize on the introduction of new services. These services could include HVAC equipment servicing, building services, cable TV wiring and service and appliance repairs. The consumer would already identify the utility with some of these services and therefore, these sectors would be the most obvious areas for utility companies to enter. Attempting to make the transition into an unrelated field suggests squandering precious corporate expertise and abandonment of the corporate identity. This may not only result in failure in the new endeavour, but also in loss of credibility and customer goodwill in the old one

Marketing and Service Activities of the German Power Suppliers. Results of a recent investigation; Marketing-Outsourcing als strategische Option fuer Energieversorger. Effizienzsteigerungen und Kostensenkungen

Energy Technology Data Exchange (ETDEWEB)

Ruppert, G.; Sothmann, P. [MCG Marketing Consulting Group GmbH, Frankfurt am Main (Germany)

2006-07-03

Service activities have always played an important role for power suppliers. Facing the growing competitive environment, the enterprises' activities were given new directions, with more strength. The EU energy service regulation gives this subject even more importance. VDEW (Association of the Electricity Industry) has been regularly investigating the range of the services offered by the enterprises, for the last time by means of questionnaire in 2005. The findings give a general view of the marketing measures presently used by the enterprises and the services they offer. It was found out that services and special measures of customer care have kept their importance to customer binding and customer acquisition also in 2005.

Personal Level Customer Orientation in Russian Direct Selling Market

Directory of Open Access Journals (Sweden)

Alexander Rozhkov

2014-06-01

Full Text Available In the modern world the importance of customer orientation cannot be underestimated. It hugely impacts the overall business performance, as well as separate areas of business-customer interaction. In this paper, we examine the role of personal level relations and customer orientation in the direct selling industry in the Russian market. Based on a sample of over 6000 participants in 74 regions of Russia, we develop a model revealing the factors that define the level of customer orientation in personal level interactions.

A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

OpenAIRE

Rajagopal Subashini; Velmurugan Gopalasamy

2016-01-01

The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing ...

An approach to improving marketing campaign effectiveness and customer experience using geospatial analytics

Directory of Open Access Journals (Sweden)

Brink, Michael Philippus

2017-08-01

Full Text Available This article discusses a case study in which a South African furniture and household goods retailer wishes to improve its marketing campaigns by employing location-based marketing insights, and also to prioritise customer satisfaction. This paper presents two methods used in an exploratory exercise with the aim of improving the retailer’s business in these ways. The methods of customer profiling and identifying geographical customer clusters summarise how the retailer’s strategic marketing strategies and customer experience can be improved. The methods presented in this article rely on the use of spatial data to solve the business problems.

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.

An Emprıcal Study Intend to Evaluatıon of the Service Presenting By The Groups of Accountancy Profession Towards The Relatıonship Marketıng Percept of Customers

Directory of Open Access Journals (Sweden)

Yusuf Kaya

2014-12-01

Full Text Available The concept of relationship marketing, which the companies operating in service industry adopted from past to present, but the scientific foundations of which have been laid in the last thirty years, stand out with its failure due to the increasing conditions of competition of traditional sense of marketing. The increasing number of members of accounting profession in Turkey has complicated the conditions of survival in this profession. Accordingly, it has been obligatory for the members of the profession to renew and diversify their existing marketing sense. In this study, it was put forward which factors had an impact on customers to prefer the members of accounting profession, and if these factors had a relationship with relations marketing. In the survey study whih was conducted on 755 business managers that purchased accounting service defined via convenience sampling method in Denizli region, it was questioned why they worked with the members of the profession, why they preferred them and to which points they paid attention in selection. The data were subjected to factor analysis in SPSS 15.0 software and nine basic factors were obtained. The results presented that relationshipmarketing had a significant impact on customers to prefer the members of the profession

The Impact of Service Quality and Price to Customer Satisfaction and Customer Loyalty in Swiss-belhotel Maleosan Manado

OpenAIRE

Montolalu, Marcelitha T.

2013-01-01

Loyalty of the firm´s customers has been recognized as the dominant factors in a business organization´s success. Service quality and price are vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing good quality services, affordable price and also make sure that customers are satisfied. This study is aimed to analyze the influence of service quality and price to customer satisfaction, service quality and price to custome...

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

Directory of Open Access Journals (Sweden)

Chandra Warsito

2015-10-01

Full Text Available The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM test results find no significant effect of service quality on customer satisfaction; quality of service loyalty; customer satisfaction on customer loyalty; quality of service to the image of the company; customer satisfaction with the company’s image; and the image of the company loyalty; Image of financial institutions PT. BPRS BAS can be used as a variable relationship mediation variable service quality and customer satisfaction on customer loyalty.DOI: 10.15408/aiq.v7i2.1699

Customer service in appliance sales departments of selected ...

African Journals Online (AJOL)

Customer service in appliance sales departments of selected prominent retail outlets: store manager, ... A single measurement of customers' perception of service quality in various stores however suggested ... AJOL African Journals Online.

E-CUSTOMS PROGRAMME - NEW QUALITY OF SERVICES PROVIDED BY CUSTOMS ADMINISTRATIONS TO EUROPEAN BUSINESS

Directory of Open Access Journals (Sweden)

Małgorzata Czermińska

2016-09-01

Full Text Available E-Customs initiative includes a number of IT projects, organizational and legal measures. They are designed to creation of a simple and paperless environment for trade and customs, to short the duration of customs clearance and to ensure an appropriate level of security of commercial transactions. Modern customs administration must operate on the basis of advanced infrastructure in the field of information and communication technologies. Only then will it be able to provide cheaper and more efficient customs services. Therefore, the greatest challenge and the main goal of the e-Customs programme is to harmonize customs procedures and systems in the 28 Member States. The article describes the assumptions and objectives of the e-Customs, presents its genesis and evolution. Particular attention was paid to the activities that are aimed at improving the quality of customs services provided to European companies.

Developing a customer-centric digital marketing communication strategy : Commissioner Salusfin Oy

OpenAIRE

Lokteva, Daria

2015-01-01

The present study relates to the field of digital marketing communication. The purpose of the study is to create a customer-centric digital marketing communication strategy for Salusfin, a technological start-up company in need of an effective digital strategy. The key issue of the study is to provide an insight on how digital marketing communication tools can fulfil the needs and benefit the company while adding value for the customers. The research questions addressed in the study are 1. Wh...

Green pricing: Customer-oriented marketing of the electricity industry

International Nuclear Information System (INIS)

Weller, T.

1998-01-01

There are at present about 15 established projects launched by energy suppliers in Germany which deserve to be called ''green pricing'' marketing strategies, and about an equal number of further projects at various stages of development which also offer as a ''green'' incentive for customers electricity from renewable energy sources. Worldwide, there are about 50 established green pricing projects, offered primarily in the USA, Switzerland and the Netherlands, and in Germany. The targeted customers of these projects for the time being are exclusively households that cannot easily switch over to other than their local suppliers. It can be expected that with progressive market liberalisation in Great Britain, the USA and, finally, in Germany, competition for this customer group will rapidly increase the number of green pricing marketing projects in these countries. This is why the article here presents a thorough analysis of the specific features of green pricing contracts, their impact on enhanced development and application of the technology for electricity generation from renewables, and a forecast on future developments. (orig./CB) [de

The Ties that Bind: Creating Great Customer Service.

Science.gov (United States)

Lisker, Peter

2000-01-01

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

OpenAIRE

Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla

2017-01-01

Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailo...

PREPAID TELECOM CUSTOMERS SEGMENTATION USING THE K-MEAN ALGORITHM

Directory of Open Access Journals (Sweden)

Marar Liviu Ioan

2012-07-01

Full Text Available The scope of relationship marketing is to retain customers and win their loyalty. This can be achieved if the companies’ products and services are developed and sold considering customers’ demands. Fulfilling customers’ demands, taken as the starting point of relationship marketing, can be obtained by acknowledging that the customers’ needs and wishes are heterogeneous. The segmentation of the customers’ base allows operators to overcome this because it illustrates the whole heterogeneous market as the sum of smaller homogeneous markets. The concept of segmentation relies on the high probability of persons grouped into segments based on common demands and behaviours to have a similar response to marketing strategies. This article focuses on the segmentation of a telecom customer base according to specific and noticeable criteria of a certain service. Although the segmentation concept is widely approached in professional literature, articles on the segmentation of a telecom customer base are very scarce, due to the strategic nature of this information. Market segmentation is carried out based on how customers spent their money on credit recharging, on making calls, on sending SMS and on Internet navigation. The method used for customer segmentation is the K-mean cluster analysis. To assess the internal cohesion of the clusters we employed the average sum of squares error indicator, and to determine the differences among the clusters we used the ANOVA and the post-hoc Tukey tests. The analyses revealed seven customer segments with different features and behaviours. The results enable the telecom company to conceive marketing strategies and planning which lead to better understanding of its customers’ needs and ultimately to a more efficient relationship with the subscribers and enhanced customer satisfaction. At the same time, the results enable the description and characterization of expenditure patterns

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.

Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

Directory of Open Access Journals (Sweden)

Hansel Jonathan

2013-09-01

Full Text Available The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census, questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

Customer Churn Prediction for Broadband Internet Services

Science.gov (United States)

Huang, B. Q.; Kechadi, M.-T.; Buckley, B.

Although churn prediction has been an area of research in the voice branch of telecommunications services, more focused studies on the huge growth area of Broadband Internet services are limited. Therefore, this paper presents a new set of features for broadband Internet customer churn prediction, based on Henley segments, the broadband usage, dial types, the spend of dial-up, line-information, bill and payment information, account information. Then the four prediction techniques (Logistic Regressions, Decision Trees, Multilayer Perceptron Neural Networks and Support Vector Machines) are applied in customer churn, based on the new features. Finally, the evaluation of new features and a comparative analysis of the predictors are made for broadband customer churn prediction. The experimental results show that the new features with these four modelling techniques are efficient for customer churn prediction in the broadband service field.

78 FR 14359 - Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA...

Science.gov (United States)

2013-03-05

... Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA; Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Tampa, Florida; Amended Certification Regarding... should [[Page 14360

The long-term stock market valuation of customer satisfaction

OpenAIRE

Aksoy, Lerzan

2008-01-01

Firm valuation has been an important domain of interest for finance. However, most financial models do not include customer-related metrics in this process. Studies in marketing have found that one particular customer metric, customer satisfaction, improves the ability to predict future cash flows, long-term financial measures, stock performance, and shareholder value. However, most of these studies predominantly employ models that are not directly used in finance practice. This article exten...

Customer response to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

Energy Technology Data Exchange (ETDEWEB)

Goldman, C.; Hopper, N.; Sezgen, O.; Moezzi, M.; Bharvirkar, R.; Neenan, B.; Boisvert, R.; Cappers, P.; Pratt, D.

2004-07-01

There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource and are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.

HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

OpenAIRE

Indrianawati Usman

2017-01-01

This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine eff...