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Relevant bibliographies by topics / Consumer satisfaction. Customer services

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Academic literature on the topic 'Consumer satisfaction. Customer services'

Author: Grafiati

Published: 4 June 2021

Last updated: 20 February 2023

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Journal articles on the topic "Consumer satisfaction. Customer services"

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Winowatan, Wim J. Winowatan, I. Putu Suarta, and Murdiani Sukarana. "Customer Satisfaction on Barista Service." Journal of Asian Multicultural Research for Economy and Management Study 2, no. 4 (November 25, 2021): 33–38. http://dx.doi.org/10.47616/jamrems.v2i4.182.

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This study aims to determine consumer satisfaction with barista services. The method in this study is qualitative using a descriptive approach. The method of data collection in this study was done through observation, interviews with a list of questions and documentation. The results of the study show that consumer satisfaction with barista services in general is satisfied with the barista services and coffee drinks served, but most of the guests who visit are only coffee drinkers, not coffee connoisseurs. This needs to be followed up so that consumers or guests can better understand the existence and services of Baristas, this is because consumers or guests are only coffee drinkers, not coffee connoisseurs and only choose the type of coffee provided. The existence of the Barista and the services available at the cafe only provide coffee based on the needs of consumers or guests and there is still a lack of availability of very limited and expensive equipment that must be spent for each equipment needed.

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Vahlepy, Rheza, Winarno Winarno, Fahriza Nurul Azizah, and Dimas Nurwinata Rinaldi. "CUSTOMER SATISFACTION ANALYSIS ON SALES ENGINEERING SERVICE USING SERVQUAL AND FACTOR ANALYSIS IN PACKAGING INDUSTRY." BAREKENG: Jurnal Ilmu Matematika dan Terapan 16, no. 2 (June 1, 2022): 663–74. http://dx.doi.org/10.30598/barekengvol16iss2pp663-674.

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To achieve client satisfaction, every company must be able to do its best. Companies must be able to provide services that meet or surpass their consumers' expectations to achieve customer satisfaction. As a result, the goal of this research is to look at client satisfaction with the Sales Engineer services that have been delivered. Reliability, responsiveness, assurance, empathy, and tangible customer satisfaction at PT XYZ are the characteristics used in this study. 150 consumers who were served by Sales Engineers provided the data for this study. To perform data processing, this research used SERVQUAL and Factor Analysis for determining customer satisfaction. Based on the findings of the data processing with SERVQUAL, it has been determined that two variables, Assurance, and Empathy, are capable of bringing consumer satisfaction. Based on the overall analysis using Factor Analysis, it can be concluded that the majority of the services provided by the Sales Engineer are able to meet the expectations of customers, particularly in terms of the most important factor in the emergence of customer satisfaction, to encourage these customers to be loyal to the company. Customers, as well as being responsible for and the ultimate action taken by sales in response to consumer complaints.

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Beqaj, Besim, Arta Krasniqi, and Valon Beqaj. "Consumer Satisfaction on Online Services in Kosovo." Zagreb International Review of Economics and Business 22, s2 (December 1, 2019): 39–53. http://dx.doi.org/10.2478/zireb-2019-0026.

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Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

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Aswati, Tika, Anton Tirta Komara, Rd Okky Satria, and Nita Yura Roslina. "Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Konsumen." Acman: Accounting and Management Journal 2, no. 1 (February 25, 2022): 1–10. http://dx.doi.org/10.55208/aj.v2i1.26.

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This study aims to determine the magnitude of the influence of service quality and corporate image on customer satisfaction at one of the delivery service companies in the city of Bandung. Respondents are customers who use delivery services as many as 90 customers. Researchers used path analysis techniques to determine the magnitude of the influence of service quality and corporate image on customer satisfaction. The calculation results show a significant effect of service quality and company image on customer satisfaction. Recommendations from the study results suggest that optimizing consumer satisfaction felt by consumers should make consumers loyal to shipping service products so that consumers are reluctant to switch to using other shipping service products. Furthermore, with service improvements that make consumers loyal, consumers will likely be willing to pay more for the services they feel.

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Yudha, Eka Purna, Afif Ahmad Rifai, and Aqila Shafa Adela. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S." Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis 8, no. 2 (August 4, 2022): 1003. http://dx.doi.org/10.25157/ma.v8i2.7558.

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The quality of a product and service to consumers is a major concern in the trade and service industry. One of the efforts that can be done in increasing the competitiveness of the company is to increase customer satisfaction. The purpose of this study is to 1) determine consumer interest in the products and services provided by McDonald's, 2) analyze the performance of McDonald's in providing satisfaction to its customers, 3) analyze the level of customer satisfaction regarding the products and services provided. The data collection carried out in this study was carried out by distributing 50 questionnaires to McDonald's consumers. Importance Performance Analysis method is used to analyze the effect of product quality and service quality on customer satisfaction. The Customer Satisfaction Index method is used to measure the overall level of customer satisfaction. The results of this study indicate that consumers.

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Saribanon, Euis, Rohana Sitanggang, and Amrizal Amrizal. "KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS." JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK 3, no. 3 (June 12, 2017): 317. http://dx.doi.org/10.25292/j.mtl.v3i3.81.

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This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation

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Saribanon, Euis, Rohana Sitanggang, and Amrizal Amrizal. "KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 3, no. 3 (November 7, 2016): 317. http://dx.doi.org/10.54324/j.mtl.v3i3.81.

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This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation

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Reza, Fakhri, Ujang Sumarwan, and Hartoyo Hartoyo. "SATISFACTION, PURCHASING BEHAVIOR, AND CUSTOMER LOYALTY OF BUTIK EMAS LOGAM MULIA." Journal of Consumer Sciences 4, no. 2 (August 31, 2019): 90–107. http://dx.doi.org/10.29244/jcs.4.2.90-107.

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This research study aims to highlights the factors of customer loyalty based on satisfaction, consumer buying behavior at Butik Emas Logam Mulia (BELM) Pulogadung. Using the SERVQUAL services model to analyze quality of services by descriptive statistics method. This study was conducted using 200 respondents selected by purposive. Tangible, empathy, responsiveness, reliability, and assurance (Service Quality Dimensions) were the variables considered for this study. The research found that reliability and responsiveness (not empathy, tangibility, and assurance) impact consumer satisfaction which increases the frequency of purchasing. It explains, a negative relationship between satisfaction and loyalty intensions. Furthermore, both loyalty and satisfaction effects weaken with increased prior consumption experiences, related on organizational issues. Thus, when the customers invest in satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences. The managerial implication in marketing strategies to increase customer loyalty, consumer satisfaction is directly related to provide fast, precise, and friendly services in accordance with established service standards. Moreover, the research study concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer loyalty levels.

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Stephanie, Weny, Yuliana, William Vincent, and Fahmi Sulaiman. "Pengaruh Kualitas Jasa terhadap Kepuasan Pelanggan di Prima Elektronik Medan." ARBITRASE: Journal of Economics and Accounting 2, no. 2 (November 30, 2021): 40–45. http://dx.doi.org/10.47065/arbitrase.v2i2.283.

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The increasing intensity of competition requires companies to always pay attention and try to meet the needs and desires of customers by providing better services than competitors. Service is defined as an appearance performance, intangible and quickly lost, more can be felt than owned, and consumers can directly consume the service. The best service quality will lead to customer satisfaction. In addition, creating and building consumer trust is also one of the most important factors in creating consumer loyalty. Loyalty leads to repeat purchases, recommendations, and an increased proportion of purchases. Prima Elektronik is a business entity engaged in computer and printer repair services for HP brand products (Hewlett Packard) and has been trusted to be an HP Service Center in Medan City. The purpose of this research is to determine the effect of Service Quality on Customer Satisfaction at Prima Elektronik Medan. The results show that service quality affects customer satisfaction at Prima Elektronik Medan. In R square (R2) shows the coefficient of determination is 67% where the Service Quality variable can explain the Customer Satisfaction variable, while the remaining 33% is explained by other variables not examined. by this research. As a suggestion, Prima Elektronik is expected to continue to improve the quality of services in order to achieve customer satisfaction so that organizational goals can be achieved

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Singh, Padmalini, K. S. Srinivasa Rao, Angela Yi Wen Chong, Daisy Mui Hung Kee, Adrianie Jinietia Jimmy, Aileen Chun Yueng Hong, Ashutosh Verma, et al. "The Influence of Consumer Behavior on Brand Success: A Case Study of Panasonic Corporation." Asia Pacific Journal of Management and Education 4, no. 2 (July 21, 2021): 6–19. http://dx.doi.org/10.32535/apjme.v4i2.1066.

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The objective of this study is to investigate the influence of consumer behavior on brand success. Consumer behavior is a study of consumers and their methods to choose, consume, and dispose of products and services, including their social, cognitive, and developmental progress. Panasonic Corporation may face the issues of consumer behavior which affects customer satisfaction and loyalty affecting the company’s development. This paper presents the factors of consumer behavior that may bring Panasonic to its success. The findings provide particular qualities to enhance the opportunity of increasing its customer satisfaction and guidance for potential development.

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Dissertations / Theses on the topic "Consumer satisfaction. Customer services"

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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.

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Schoen, Andre. "Service delivery management a process for proactively ensuring customer satisfaction /." Connect to full text, 2002. http://hdl.handle.net/2123/580.

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Thesis (Ph. D.)--University of Sydney, 2002.
Title from title screen (viewed Apr. 24, 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Australian Graduate School of Management. Includes bibliography. Also available in print form.

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Dalakas, Vassilis. "The interaction of cognition and affect in consumption experiences : implications for services marketing /." view abstract or download file of text, 1999. http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

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Thesis (Ph. D.)--University of Oregon, 1999.
Typescript. Includes vita and abstract. Includes bibliographical references (leaves 144-156). Also available for download via the World Wide Web; free to University of Oregon users. Address: http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

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Yanamandram, Venkata Krishna Kumar. "Retention of dissatisfied business-to-business services customers." Thesis, The University of Sydney, 2008. https://hdl.handle.net/2123/28954.

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The strategic importance of customer retention and the costs associated with customer switching behaviour have resulted in researchers devoting considerable attention to investigating the switching and/or staying behaviour of customers. However, relatively little attention has been devoted to investigating (1) the important deterrents to discontinuing the relationship in a single model in the business-to-business (B-to-B) service sector, and (2) the mediating factors under the condition of dissatisfaction in the B-to-B services sector. The fastest growth in services marketing today is in business markets, making this an important area of study with significance for marketers, particularly in terms of the development of customer retention. A two-stage research design, with qualitative and quantitative phases, was employed in the current research using a single key informant approach. The qualitative study utilised an indepth interview technique in which key informants representing 21 businesses provided interviews. The quantitative study employed a cross-sectional email URL embedded Web survey of key informants, which resulted in a final sample size of 376 responses. The simultaneous nature of the multiple relationships between key constructs was analysed using structural equation modelling. The research demonstrated that distributive justice, procedural justice, interactional justice, satisfaction with complaint—handling, benefit-loss costs, economic-loss costs, learning costs, sunk costs, interpersonal relationships, dependence and calculative commitment are the direct and indirect factors that influence the likelihood of dissatisfied customers remaining in a relationship. A key finding is the mediating role of both dependence and calculative commitment on the relationship between specific firmlevel investments and repurchase intentions. This thesis makes four contributions. Firstly, it uses a business services context, which is an under—researched area for this research problem. Secondly, it connects determinant factors to an outcome variable in explaining the tendency among B—to-B services customers, who have complained and considered switching, to remain involved in a relationship that is dissatisfying overall. Thirdly, it examines the effects of antecedents on calculative commitment that have previously not been examined, thus making a conceptual and empirical contribution. Finally, it offers managerial implications for the offending service firms as well as for those service firms that are attempting to attract dissatisfied prospective switchers of the offending firm.

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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.

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Martin, Neale J. "An empirical investigation of the determinants of consumer satifaction." Diss., Georgia Institute of Technology, 1997. http://hdl.handle.net/1853/30322.

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Dong, Beibei Zou Shaoming Evans Kenneth R. "The effects of customer participation on service outcomes a fit perspective /." Diss., Columbia, Mo. : University of Missouri--Columbia, 2009. http://hdl.handle.net/10355/6762.

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Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 11, 2010). The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file. Dissertation advisor: Dr. Shaoming Zou and Dr. Kenneth R. Evans. Vita. Includes bibliographical references.

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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.

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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.

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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.

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Books on the topic "Consumer satisfaction. Customer services"

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Measuring customer satisfaction. London: Kogan Page, 1994.

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Measuring customer satisfaction. Menlo Park, Calif: Crisp Publications, 1993.

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Barsky, Jonathan D. World-class customer satisfaction. Burr Ridge, Ill: Irwin Professional Pub., 1995.

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1943-, Klefsjö Bengt, ed. Quality: From customer needs to customer satisfaction. London: McGraw-Hill Book Co, 1994.

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Timm, Paul R. Customer service: Career success through customer satisfaction. Upper Saddle River, NJ: Prentice Hall, 1998.

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Johnston, Catharine G. Beyond customer satisfaction to loyalty. Ottawa: Conference Board of Canada, 1996.

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Customer crisis: Turning an unhappy customer into a life-long client. Chicago, Ill: Probus, 1993.

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McNealy, Roderick M. Making customer satisfaction happen: A strategy for delighting customers. London: Chapman & Hall, 1996.

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Superior customer value: Strategies for winning and retaining customers. 3rd ed. Boca Raton, FL: CRC Press, 2012.

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The 7 universal laws of customer value: How to win customers & influence markets. [Burr Ridge, IL: Irwin Professional Pub.], 1996.

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Book chapters on the topic "Consumer satisfaction. Customer services"

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Funk, Daniel C., Kostas Alexandris, and Heath McDonald. "Perceptions of service quality and customer satisfaction." In Sport Consumer Behaviour, 246–70. 2nd ed. London: Routledge, 2022. http://dx.doi.org/10.4324/9781003092537-15.

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Clow, Kenneth E., and Srivatsa Seshadri. "Bias in Consumer Expectations of Services: Implications for Customer Satisfaction Measures." In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference, 391–96. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13162-7_107.

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Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." In Managing Consumer Services, 109–30. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-04289-3_7.

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Klaus, Philipp “Phil”, and Bo Edvardsson. "Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs." In Managing Consumer Services, 69–89. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-04289-3_5.

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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." In Marketing and Consumer Behavior, 1268–87. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-7357-1.ch062.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

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Sima, Violeta, and Ileana Georgiana Gheorghe. "Green Customer Satisfaction." In Green Business, 153–80. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7915-1.ch008.

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This chapter aims to identify those factors that determine green consumer satisfaction, having as the emerging point the definition of consumer behavior and the concept of sustainable development. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal is identifying the drivers of the consumer purchasing. The authors identify three main specific levels of the green dimension of customer satisfaction. They are related to: Company, Product/Service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective are presented. According to the U.S. consultancy Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix, taking into consideration green planning, green processes, green product and green promotion. The authors add two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

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Sima, Violeta, and Ileana Georgiana Gheorghe. "Green Customer Satisfaction." In Green Economic Structures in Modern Business and Society, 61–86. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8219-1.ch004.

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This chapter aims to identify those factors that determine green consumer satisfaction, having as the emerging point the definition of consumer behavior and the concept of sustainable development. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal is identifying the drivers of the consumer purchasing. The authors identify three main specific levels of the green dimension of customer satisfaction. They are related to: Company, Product/Service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective are presented. According to the U.S. consultancy Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix, taking into consideration green planning, green processes, green product and green promotion. The authors add two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

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Sima, Violeta, and Ileana Georgiana Gheorghe. "Customer Satisfaction in the Consumption of Green Products." In Advances in Marketing, Customer Relationship Management, and E-Services, 59–92. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2139-6.ch004.

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This chapter aimed to identify those factors that determine the green consumer satisfaction, having as the emerging point the consumer behavior definition and the sustainable development concept. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal was identifying the drivers of the consumer purchasing. The authors identified three main areas of the green dimension of customer satisfaction. They are related to Company, Product/service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective have been presented. According to research from Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix taking into considerations green planning, green processes, green product, and green promotion. The authors added two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

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Martínez, Patricia, and Ignacio Rodríguez del Bosque. "Explaining Consumer Behavior in the Hospitality Industry." In Handbook of Research on Global Hospitality and Tourism Management, 501–19. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch025.

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The aim of this chapter is to explore how Corporate Social Responsibility (CSR) associations and corporate image influence customers´ behavior. Specifically, a model is proposed in which CSR and corporate image positively condition customer loyalty. It also proposes that the company´ social responsible initiatives influence customer satisfaction. In order to test this model structural equation modelling is employed on a sample of 382 Spanish hotel customers. This study finds that both corporate image and customer satisfaction contribute to achieve customer loyalty, also proving the roles of corporate image as a mediating variable. Additionally, our results show that CSR influences customer satisfaction. Finally, although we did not corroborate that CSR associations increase customer loyalty CSR associations have an indirect effect on loyalty through corporate image. As the results of studies concerning loyalty will depend on the services or products examined other business areas should be considered to find out about the generalization of these results. Second, other relevant variables could be included in further research.

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Okan, Elif Yolbulan, and Gulberk Gultekin Salman. "Handling Private Label Customer Complaints to Improve Customer Satisfaction." In Advances in Marketing, Customer Relationship Management, and E-Services, 135–56. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0257-0.ch007.

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There have been disruptive changes in retail industry due to changing consumer expectations and hyper competition. The aim of the current study is to provide an initial attempt at addressing a less researched area: customer dissatisfaction with private label brands. Since retailers are in search of finding new sources of competitive advantage—besides cost advantage—customer intimacy, complaint management, and creating secondary customer satisfaction for private label loyalty is an essential strategy in today's retailing industry. This study covers a review on private label branding and customer complaint management literature. In order to provide support for the existing literature, in depth interview with managers of two leading retailers is included in the study. The findings reveal the need and importance of focusing on antecedents of customer complaints and developing recovery strategies for gaining secondary satisfaction.

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Conference papers on the topic "Consumer satisfaction. Customer services"

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Shimomura, Yoshiki, Tomohiko Sakao, Erik Sundin, and Mattias Lindahl. "A Design Process Model and a Computer Tool for Service Design." In ASME 2007 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2007. http://dx.doi.org/10.1115/detc2007-34991.

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Manufacturers at present face new circumstances in terms of consumer services and serious environmental problems. An effective way to deal with these circumstances may be to pursue qualitative satisfaction rather than quantitative sufficiency. The aim of this paper is to demonstrate the effectiveness of Service Engineering, including the service design process model, to increase customer satisfaction. The redesign of services offered by a global warehouse manufacturer is used as an example of the application. Four redesign options, such as rapid delivery of components and a robust electrical system, were generated. The effectiveness of the method was demonstrated by the application.

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Karnowati, Nandang, and Herni Astuti. "Effect Of Consumer Value, Consumer Experience And Service Quality Of Customer Loyalty Through Consumer Satisfaction (Case Study On Beauty Care In Cilacap)." In Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020, 5 - 6 August 2020, Purwokerto, Indonesia. EAI, 2020. http://dx.doi.org/10.4108/eai.5-8-2020.2301221.

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Černikovaitė, Miglė. "The impact of Influencer marketing on consumer buying behavior in social networks." In Contemporary Issues in Business, Management and Economics Engineering. Vilnius Gediminas Technical University, 2019. http://dx.doi.org/10.3846/cibmee.2019.082.

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Purpose – the purpose of the article is to analyze the impact effect of Influencers marketing on consumer buying behavior by determining which partnership opportunities are most relevant. Research methodology – the theoretical analysis of scientific literature and quantitative statistical analysis of empirical research results. Findings – the research in Lithuania has shown that before making a decision to purchase a product or a service, most respondents are actively seeking information in social networks by reading other costumers feedback. Moreover, the survey reveals that recommendations, comments, shared information about certain brands by Influencers are the most important factors in changing buying behavior. Research limitations – the main limitations of research may be the geographical research area – Lithuania and social networks (Facebook). Practical implications – understanding of Influencers impact on consumer buying behavior. Originality/Value – this scientific topic is rather new. Scientists, like Matsumura, Yamamoto, & Tomozawa (2008), investigated Influencers and Consumer Insights impact in the Blogosphere; Thakur, Srivastava (2015) presented a Conceptual research model of Influencers impact of Customer Satisfaction and Loyalty and etc. However, there is a lack of research investigating the impact of Influencer marketing on consumer buying behavior. This research aims to fill this gap in the Lithuanian case

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Яковлев, Сергей Александрович. "PROFESSIOGRAM OF A MODERN FORMATION SPECIALIST IN THE FIELD OF PHYSICAL CULTURE AND SPORTS." In Сборник избранных статей по материалам научных конференций ГНИИ "Нацразвитие" (Санкт-Петербург, Май 2021). Crossref, 2021. http://dx.doi.org/10.37539/may191.2021.91.79.046.

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В условиях рыночного регулирования отношений производителя и потребителя одним из центральных вопросов является качество подготовленности выпускников вузов с точки зрения спроса. Это связано с тем, что современный потребитель становится все более критичным. Потребность в услугах в сфере ФК (как, впрочем, и в любой другой отрасли) неразрывно связана со способом предложения этих услуг и предлагающей и осуществляющей их личностью. Качество продукции в сфере ФК следует рассматривать как меру удовлетворения потребностей и ожиданий клиента. Таким образом, качество услуг, а следовательно, и спрос на них зависят от уровня профессиональных и личностных качеств выпускников вузов и факультетов физической культуры. In the conditions of market regulation of the relations of the manufacturer and the consumer, one of the central issues is the quality of the preparedness of university graduates from the point of view of demand. This is due to the fact that the modern consumer is becoming more critical. The need for services in the field of FC (as, however, in any other industry) is inextricably linked with the way the proposal of these services and the offering and their personality. Product quality in the field of FC should be considered as a measure of customer satisfaction and expectations. Thus, the quality of services, and consequently, and the demand for them depend on the level of professional and personal qualities of graduates of universities and faculties of physical culture.

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Sugiarto, Sugiarto, Ahmad Hanfan, and Roberto Akyuwen. "The Influence of Brand Image Perception, Facility Perception, And Nursing Service Perception On Consumer Decisions Through Customer Satisfaction Using Health Services at RSI PKU Muhammadiyah Tegal." In Proceedings of the 1st International Conference on Law, Social Science, Economics, and Education, MALAPY 2022, 28 May 2022, Tegal, Indonesia. EAI, 2022. http://dx.doi.org/10.4108/eai.28-5-2022.2320427.

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Hermawan, Iwan, S. Sartono, Faris Hidayat, and S. Suharmanto. "Model of Consumer Trust, Technology Anxiety, Sales Service Support, and Other in Features E-Marketplace System to Built Customer Satisfaction." In Proceedings of the International Conference of Ethics on Business, Economics, and Social Science (ICEBESS 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icebess-18.2019.13.

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Awang Razli, Izyanti, Mohd Noor Ismawi Ismail, Sharifah Damiah Husna Syed Amir Shah, and Hanisah Ismail. "A NETNOGRAPHY EXAMINATION OF TRIPADVISOR REVIEWS: A CASE STUDY OF THE ST REGIS HOTEL KUALA LUMPUR." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.042.

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There has been a growing reliance on consumer generated content as a source of knowledge for hospitality product decision-making. People post their views, ratings, and reviews of products and services on such platforms, and companies and research organizations are interested in analyzing and extracting all of the comments. It is critical for hotels to take advantage of online customer review information in order to better understand their customers and enhance hotel efficiency. However, analyzing guest reviews is challenging as it contains abundance of data. Using The St Regis Kuala Lumpur as a case study, the objective of the paper is to profile the hotel online reviews using a Netnography approach, identify the hotel attributes that guest comment based on the hotel online reviews and examine the guest satisfaction attitude based on the hotel online reviews. A total of 388 reviews from TripAdvisor were collected. The findings revealed that most of the hotel guests who left comments were international tourists, and couples. Many of whom left excellent ratings for the hotel. The findings show there are nine attributes that are frequently mentioned namely, amenities, location, price, service, cleanliness, food and beverages, hotel and room environment. The results also show that guests left both positive and negative reviews in few common categories such as hotel cleanliness, hotel environment and amenities. Among all the attributes mentioned, satisfied guests tended to leave positive comments for things like hotel cleanliness, hotel and room environment, while dissatisfied guests emphasised the amenities or the lack thereof. The findings of this study make several theoretical and managerial inferences with regards to identifying hotel attributes that contribute to guest satisfaction and improves the understanding of what satisfies and dissatisfies guests from the comments left by the guests on TripAdvisor. The paper concludes with limitations and suggests future research.

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Aprileny, Imelda, and Nelli Novyarni. "Effect of Service Quality, Product Quality, and Price on Consumer Satisfaction and Its Impact on Customer Loyalty at Bekasi Branch Superindo Supermarket." In 6th Annual International Conference on Management Research (AICMaR 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.200331.035.

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Sari, Indah, and Dian Mulyaningtyas. "The Influence of Consumer Complaints, Handling Satisfaction, and Service Quality on Customer Loyalty with Repurchase Interest as Moderating Variables at Fygalery Jakarta Online Store." In Proceedings of the 4th International Conference on Applied Economics and Social Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia. EAI, 2023. http://dx.doi.org/10.4108/eai.5-10-2022.2325868.

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Fukuda, Shuichi. "Towards Establishing Benefit Society." In 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1001773.

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Up to now, cost has attracted major attention, because the producer produced their products in mass and cost played an important role. Although there were changes, they change smoothly, so that we could differentiate them and could predict the future. What customers wanted up to now is material satisfaction. And cost provided us with a quantitative measure of performance. Customers have been substantially consumers. They have been happy to receive and use what producers delivered to them. Cost was, therefore, very reasonable measure of evaluation. But the more products were produced in mass, the more diversification and personalization emerged. And customers are no more consumers. They want to customize their products. Thus, our society has moved from product-centric to process-focused. This change from consumer to customer may be expressed as moving from cardinal to ordinal. What becomes increasingly important is how we can prioritize our decisions. As the Real World is rapidly expanding and it is no more a closed world with boundary. The boundary disappeared, and it is now an open world. To express this change another way, our customers have been homogeneous, but now they are very much heterogenous. And data are no more only numbers, but they contain a wide variety of information. So, the idea of benefit emerged as an opposite to cost. We, customers, enjoy the benefit or performance of products. Even if the prices might become higher, customers are happier with products what works for them to enjoy. But in contrast to cost, benefit is different from person to person. Let us take music for example. Music can be expressed using musical scores. But if we play music based on musical score every time, then we will get bored soon. We would not go for music to enjoy. We enjoy music because it is played differently from player to player. Just as in the case of music, our benefits are different from person to person. Benefit is very much personal. But we enjoy listening to the same music or looking at the same picture, although our personal benefit varies from person to person. Why? These music and pictures provide us with a common platform, which we share, but which provides us with the opportunity to enjoy our own personal benefit.In ICT, they point out that the next generation will be the age of service. This service means shared platform, which allows everyone to process ICT his or her own way. Society is where we share our life. Thus, we should do our best and move toward establishing benefit society.

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Reports on the topic "Consumer satisfaction. Customer services"

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Rajamani, Deepa, and Saumya RamaRao. Enhancing customer satisfaction for health services. Population Council, 2019. http://dx.doi.org/10.31899/rh9.1100.

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Spurgeon, Erica, and Niehm S. Linda. An Exploratory Study of Consumer Satisfaction and Purchase Behaviors for Fashion Subscription-Based Online Services (SOS). Ames (Iowa): Iowa State University. Library, January 2019. http://dx.doi.org/10.31274/itaa.8773.

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Adsit, Sarah E., Theodora Konstantinou, Konstantina Gkritza, and Jon D. Fricker. Public Acceptance of INDOT’s Traffic Engineering Treatments and Services. Purdue University, 2021. http://dx.doi.org/10.5703/1288284317280.

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As a public agency, interacting with and understanding the public’s perspective regarding agency activities is an important endeavor for the Indiana Department of Transportation (INDOT). Although INDOT conducts a biennial customer satisfaction survey, it is occasionally necessary to capture public perception regarding more specific aspects of INDOT’s activities. In particular, INDOT needs an effective way to measure and track public opinions and awareness or understanding of a select set of its traffic engineering practices. To evaluate public acceptance of specific INDOT traffic engineering activities, a survey consisting of 1.000 adults residing within the State of Indiana was conducted. The survey population was representative in terms of age and gender of the state as of the 2010 U.S. Census. The survey was administered during the months of July and August 2020. Public awareness regarding emerging treatments not currently implemented in Indiana is low and opposition to the same new technologies is prominent. Older or female drivers are less likely to be aware of emerging treatments, and older drivers are more likely to oppose potential implementation of these treatments. Although roundabouts are commonplace in Indiana, multi-lane roundabouts remain controversial among the public. Regarding maintenance and protection of traffic during work zones and considering full or partial roadway closure, public preference is for partial closure; this preference is stronger in rural areas. The public equally agrees and disagrees that INDOT minimizes construction related traffic delays. Approximately 76% of Indiana drivers believe themselves to above average drivers, while an additional 23% believe themselves to be average. Driver perceptions of average highway speeds speed are not aligned with posted speed limit as the perceived average speed on Indiana’s urban freeways and rural and urban state highways is considerably higher than the actual speed limit.

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Accelerating Digital Payments in Latin America and the Caribbean. Inter-American Development Bank, May 2022. http://dx.doi.org/10.18235/0004256.

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Between the first and second quarters of 2020, e-commerce website traffic from five of the regions major markets increased by over 150%. The COVID-19 pandemic has pushed and pulled tens of thousands of businesses in the region to go digital. The impact and advantages of such digitalization are quite telling for small and medium-sized enterprises (SMEs) in particular. SMEs in LAC can diversify their customer base and reach 20 foreign markets when operating online, while those that operate offline can only reach from two to five. As todays digital economy becomes the norm, universal basic services such as education and medical care are also taking place online. Digital payments are critical to enabling this transformation at both domestic and cross-border levels. But many challenges still exist that preclude the broadening of digital payment use throughout the region from a lack of access, regulatory harmonization and affordable payment solutions, to a need for further public and private sector cooperation, consumer protections and an open, inclusive and interoperable payment ecosystem. In 2021, the World Economic Forum and the innovation laboratory of the Inter-American Development Bank, IDB Lab, jointly launched the Payments to Advance Growth for All (PAGA) initiative to address these challenges. This initiative has convened a diverse community of over 100 public and private sector representatives to explore, through dialogue, how to best unlock the true benefits of digital payments in LAC. As digital payments continue to thrive and drive financial inclusion and economic growth, we hope this paper will provide a timely snapshot of the most pressing issues and highlight the importance of public-private and private-private cooperation to advance digital payments for all in an open, inclusive and safe manner. * The opinions expressed in this work are those of the authors and do not necessarily reflect the views of the IDB, its Board of Directors or the countries they represent, nor of the MIF (IDB Lab) Donors Committee or the countries it represents.

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