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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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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.
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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.
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Meyer, Warren Carlo. "Investigating customer service excellence at Lakeside Spar." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1016.
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Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship.
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Lim, Huay Huay. "Period traveling salesman with customer stratification." Diss., Columbia, Mo. : University of Missouri-Columbia, 2006. http://hdl.handle.net/10355/5857.
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Thesis (Ph. D.)--University of Missouri-Columbia, 2006.The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on August 10, 2007) Vita. Includes bibliographical references.
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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.
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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings identified in the empirical study, the researcher made the following recommendations. The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. The organisation has to develop effective market segmentation and targeting to know the customer well. Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation’s promise of trust and reliability. The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. The organisation should invest in employees’ development and welfare. Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised.
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Başara, Meltem. "Cultural influences on service quality expectations evidence from the hotel sector in Germany and Spain /." View electronic thesis (PDF), 2009. http://dl.uncw.edu/etd/2009-3/rp/basaram/meltembasara.pdf.
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Gupta, Kunal. "A contingency approach to service reliability and service customization : their relationship and role in customer evaluations." Thesis, McGill University, 2003. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=84512.
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The presence as well as the nature of the relationship between customer perceptions of service customization and reliability is investigated in the first of three studies of the dissertation by applying an exploratory analytical approach---"probabilistic scaling analysis." Results suggest the existence of a positive and ordinal relationship between customer perceptions of customization and reliable quality. The second study of the dissertation applies a more confirmatory, 'contingency theory' approach to validate, and further develop the findings of the first study. Results are consistent in that a positive and ordinal relationship is observed between customer perceptions of service customization and reliability. Further, findings suggest that customization quality moderates the affect of reliable quality on overall service evaluations. Some support is also found for the moderating role of reliable quality. Together, these findings help unravel the relationship between customer perceptions of service customization and reliability, and demonstrate how each of them affects the marketplace efficacy of the other.Overall, results of the probabilistic scaling analysis, as well as contingency theory demonstrate that among customers at the lower end of the latent scale, it is primarily the 'things gone wrong,' i.e. lack of reliability that governs the unfavorability of their overall perceptions. Among customers on the higher end, it is 'things gone right,' i.e. favorable customization quality perceptions that govern the favorability of their overall perceptions. Together, these results suggest that a service provider must minimize 'things gone wrong' and then focus on 'things gone right' to elicit favorable overall evaluations.
In a service environment however, 'doing things right' requires an immediate understanding of individual needs that a customer brings forth during every service transaction, and that must be met to create value for the customer. Qualitative data are analyzed using a conceptual framework to provide a systematic understanding of these issues. Such understanding also provides diagnostic information towards exploring key segment level differences observed in the second study of the dissertation. Overall, the analyses of the third study extend current subject understanding by providing a contextual development of value-creating individual customer needs as they relate to service customization and reliability, and their implications on service design.
Overall, the dissertation develops current subject understanding of service customization and reliability, and therefore of service quality in general. Customers evaluate service offerings on both elements of quality---customization and reliability, and thus one of them cannot be studied without understanding its affects on the other component of quality. The research, we believe, would develop the understanding of the subject, and would also aid service providers in more scientific service design as well as decision-making.
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Newton, David. "The impact of service provider citizenship behaviour and relational investments on customer commitment and behaviour : a study of airline customers." [St. Lucia, Qld.], 2003. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe17036.pdf.
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Martin, David Spencer O'Neill Martin. "Exploring the effect of emoiton [sic] on time-elapsed consumer peceptions [sic] of servic [sic] a reexamination of the satisfaction construct /." Auburn, Ala., 2005. http://repo.lib.auburn.edu/2005%20Summer/master's/MARTIN_DAVID_4.pdf.
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Conceivious, Hubert Percy Ignatius. "The impact of customer specific requirements on supply chain management." Thesis, Cape Peninsula University of Technology, 2009. http://hdl.handle.net/20.500.11838/1224.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2009The Catalytic Converter Industry (CCI), forms part of the component supply chain in the motor industry. The CCI is made up of a plethora of different suppliers, however for the purpose of this study, the focus will be on three of the five main suppliers, namely the ‘monolith substrate manufacturers’, the ‘coaters’, and the ‘canners’. The latter suppliers supply directly to the car manufacturers, also commonly referred to as the Original Equipment Manufacturers (OEM), and are known as first tier suppliers. Some OEM’s exercise control over the entire supply chain. The control is exercised through various ‘customer requirements’ and ‘customer specific requirements’. Customer specific requirements influence the Quality Management System (QMS) of a supplier. Most OEM’s require that strategic suppliers must be ISO/TS 16949:2002 certified. ISO/TS16949:2002 refers to an internationally recognised specification, specifically adopted for the motor industry, and dictates the certification requirements that an organisation’s QMS must adhere to. The specification also makes provision for additional requirements that could be specified by the customer. In this instance, the customer is the OEM, in terms of which additional requirements can be specified over and above the certification requirements. For organisations manufacturing generic components for the various motor manufacturers, customer specific requirements add to the complexity of activities related to quality management systems. Applying an array of methods to minimise the risk of sending defective products to the customer by building each customer’s specific requirements into the quality management system, can lead to confusion and make work difficult to execute. To mitigate the complexity, the quality management systems should be simplified to ensure that the quality management system is entrenched and adds value to the organisations’ activities.
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Rokonuzzaman, Md. "Understanding Antecedents and Outcomes of Co-Creation in Service Innovation Setting." Thesis, University of North Texas, 2017. https://digital.library.unt.edu/ark:/67531/metadc984258/.
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This dissertation uses service-dominant logic to understand customer value creation in service innovation context. Although co-creation became an interesting phenomenon among marketing scholars, the underlying mechanisms of co-creation process are still vague. To fill the gaps in the literature, we draw from S-D logic to understand antecedents and outcome of co-creation to service innovation context. The results of this study show that most of the hypotheses are supported, thus finding support for the overall model of value co-creation.
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Yee, Wai Yee. "An empirical study of the service-profit chain." online access from Digital Dissertation Consortium, 2006. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3282326.
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Szeto, Ping-hang. "Measurement in service quality of Hongkong Telecom in municipal halls." Click to view the E-thesis via HKUTO, 1997. http://sunzi.lib.hku.hk/hkuto/record/B42574626.
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Homsangpradit, Alina. "Customer satisfaction in communicating with reservation staffs of Thai Airways International." CSUSB ScholarWorks, 2003. https://scholarworks.lib.csusb.edu/etd-project/2183.
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The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.
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Singh, Randhir. "Customer perceptions of values of a retail supermarket : analysis of Pick 'n Pay's Waterfront store." Thesis, [S.l. : s.n.], 2008. http://dk.cput.ac.za/cgi/viewcontent.cgi?article=1041&context=td_cput.
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Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.
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In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed against service firms. Service recovery from a failure is always a vital step in pacifying dissatisfied customers and maintaining ongoing relationships with them. However, is identification among customers also influenced by service recovery? The effect of customer perceptions of service recovery on customer identification is first examined in the present research. Moreover, given that service recovery may not always work in the desirable way that service firms expect, executing recovery is not the single solution for relationship maintenance following failed service. In contemporary marketing, corporate social responsibility (CSR) is considered a measure for rebuilding customer relationships that offers firms “insurance-like protection against negative situations. Then, would CSR complement a recovery strategy and be effective in protecting firms from service failure? The effect of the interplay between recovery and CSR on customer identification in the advent of a service failure is examined. In addition, today’s customers are eager to participate in their service experience. Customers can now enjoy services by cooperating with service providers. Whereas the current literature emphasizes the benefits of customer participation only in routine service settings, this research attempts to further explore the potential moderating role of customer participation in service delivery (either service provision or service recovery) in influencing customer post-failure identification and subsequent responses in a failure context. A multi-method approach has been adopted in the present research. A field survey was first conducted using a sample of 354 customers in Hong Kong; this was followed by two scenario-based laboratory studies using a total of 370 students. The research findings contribute to the literature and social identity theory by examining the interaction between recovery and CSR with respect to customer identification in a service failure. The results demonstrate that perceived recovery justice positively influences customer post-failure identification with a service firm. Also, high perceived CSR performance is more effective in fostering customer identification when customers have lower justice perceptions regarding the recovery attempt. Furthermore, the research sheds light on the value of involving customers in service delivery. Customer participation in either service provision or recovery strengthens the positive impact of CSR on customer identification and ultimately contributes to customer loyalty intentions. Therefore, involving customers in co-creating service or recovery is a cost-effective strategy to strengthen customer-firm relationships even in the advent of a service failure.
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Ndhlovu, Thinkwell. "The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013221.
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The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.
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Mak, Yiu-yuen, and 麥耀源. "Value-added services : impact of customer satisfaction in Hong Kong housing estates." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2013. http://hdl.handle.net/10722/194926.
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The property management industry develops with the real estate market which is one of the major economy contributors in Hong Kong. Since property management is considered as service-oriented industry, satisfying customers mean business successful. The goal of this research aimed at analyzing the impact brought by value-added services in current private housing market through assessing the customer satisfaction level.
This research intended to analysis the relationships among value-added services, customer satisfaction and customer loyalty. The first part of the research comprises the introduction including background, aims and objectives, signification, scope and limitation of the study. Second part is the literature review that provides information on the definition, concept and theoretical framework of value-added services, services model, customer satisfaction and customer loyalty. Third part mentions the methodology of the research while the fourth part illustrates and analyzes the finding of the survey. Finally, it comes to the conclusion part that consists of comment of the finding result and provision of recommendation to property management company on how to enhance and pursuit customer satisfaction and customer loyalty. The business thus become success.
The common survey tool that widely use in this research is questionnaire. All data are collected through questionnaire. Since the questionnaires are designed to evaluate residents’ view and how it affected residents’ satisfaction level towards value-added service, answer is designed in 5-point scale. The relationship between score and satisfaction is positive which refers higher score means high satisfaction level. Moreover, the concept of SERVQUAL Model is applied to testify whether respondents satisfy the service by comparing their perceived and expected value of value-added service under the idea of Gap 5.
Result of the survey reflects that value-added service with high customer satisfaction level may gain customer loyalty only by positive word of mouth. Unlike the previous studies related to customer loyalty that causing customer re-purchase and higher profit return is the most important point. The research shows that value-added service may not bring high profit return to the property management company as not must respondents will re-consume the services. Although the satisfied catering service cannot make higher profit, the power of spreading out positive word of mouth should not be neglected.
Catering service cannot make higher profit through residents’ re-purchase. However, it brings positive word of mouth and develops personal communication between residents and the property management companies. So it is suggested that the companies choose the most suitable and applicable value-added service so as to achieve some positive impacts such as profit return, positive word of mouth and improved resident relationship.published_or_final_version
Housing Management
Master
Master of Housing Management
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Bamporiki, Abdallah Seif. "The impact of internal communication on guest satisfication in hospitality establishments in Cape Town." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1592.
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Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2010Within the hospitality industry, where revenues are driven by guest satisfaction, service is a key to success. Internal communication plays a role that should be examined on how its performance affects guest satisfaction within hospitality. The purpose of this study is to determine if internal communication plays a role in guest satisfaction within hospitality establishments in Cape Town. The study found that sources (such as newsletters, magazines, books, journals and peers) emphasised importance of internal communication in hospitality organizations. This internal communication serves as a nerve centre of an organization. If one does not have a functioning internal communication system, one may lose guests. In addition, advanced internal communication solution forms a backbone of a wide range of guest services, and increases the guests’ motivation to stay. Cape Town, where hospitality and tourism is increasingly competitive and diverse, human resource management becomes more problematic. There should be channels of internal communication, which transmit messages across the organization’s structure. The guest’s review demonstrated that growth of hospitality organisation will be determined by its ability to deliver superior guest value and importance of understanding guest needs and expectation. The reason for growing emphasis on guest satisfaction is that satisfied guests lead to a stronger competitive positioning, resulting ultimately in loyal guests, increased market profitability. Management teams in Cape Town and hotel industry sectors are under increasing pressure to demonstrate that their services are guest-focused and that continuous performance improvement is being delivered. Internal communication research generates principles and strategies, which improve managerial performance, as internal communication acumen is essential to render success in a wide range of activities. Language proficiency, as well as what a manager says, and what a manager does, contributes to individual effectiveness. Furthermore, words and actions should be consistent and aligned so that they have maximum impact. Selected research findings regarding verbal internal communication and non-verbal internal communication as well as electronically are presented to demonstrate how wise internal communication choices can further managerial goals. In addition to using words effectively, managers in all functional areas can also increase their effect and improve their performance by applying results of research that are focused on internal communication. A self-administered questionnaire was compiled to collect data, and the study was based on 10 selected hotels within Cape Town and a great value is given to Cape Town business centre where most of tourism businesses held. Information was supplied by senior and junior managers from 4-5 star hotels and the final report combined results from the question about the role that internal communication plays in guest satisfaction within hospitality establishments in Cape Town by using an SPSS Program, while recommendations are also based on these findings. At this period of twenty one century, the technology is challenging organisational internal communication, it take major part in marketing and marketing research. The management are busy straggling with internal communication which they will never know exactly how much they perform without guest concert. They run to the Internet to research what the guests comment about their satisfaction of service they received. The guest reviews about hotel service industry emphasized the quality of service received within the hotel organization even if most of the hotels in Cape Town were too expensive as guest review recommended.
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.
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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Van, der Merwe Samatha Michelle. "The impact of electronic service quality dimension on customer satisfaction." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1367.
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Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
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O'Connell, Michael Thomas. "Closed Loop Satisfaction Measurement: New Wine from Old Bottles." PDXScholar, 2011. https://pdxscholar.library.pdx.edu/open_access_etds/221.
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A field experiment examines within a financial services firm the impact of a customer satisfaction survey-based intervention that enables front-line employees to identify and contact less-than satisfied customers (less than 9 on a 10-point scale) to proactively prevent potential customer defections. The impact is measured using operational data from 28,000 new customers and their associated defection behavior over a period of eight years. The experiment applies binomial Z-tests of proportions to assess the difference in defection rates of targeted and non-targeted customers before and after the intervention. The research finds that the use of closed loop satisfaction measurement reduces customer defections (by 40%, p>.001). Further, the research finds that the primary reduction is for non-targeted customers rather than for targeted customers, contrary to expectations. The research also provides additional support for the 'service recovery paradox' wherein customers who are less-than satisfied who are satisfactorily resolved have reduced defection rates compared to customers that are satisfied (by 47%, p=.016). The primary limitation of the research is its reliance on data from a single company. Another limitation is the potentially confounding impact of the Great Recession on defections during the study period, which could threaten the validity of the analysis. Consequently, additional tests were performed to control for this and other potentially confounding factors. These tests show that the Great Recession and the host company's cost cutting reactions did impact defections and therefore data from these periods were eliminated from the analyses. The primary theoretical contributions are the use of actual customer defections to measure the impacts and the use of a proactive rather than a reactive intervention. The contribution from a practitioner perspective is the relatively low cost of this intervention for improving customer retention.
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Mayekiso, Pumza. "Identification of the determinants of customer satisfaction with services provided by a selected pension fund agency." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1021059.
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Understanding customers’ views on service quality is important for any business providing service and interested in making sure that they are being responsive to customers. Continuous evaluation of customer satisfaction is an important factor in the service sector. To date, most attempts have focused on what determines customer satisfaction in services rendered by organisations. The primary objective of the current study was to identify the determinants of customer satisfaction with services at Government Employees Pension Fund. The study investigated how customer satisfaction (the dependent variable) is influenced by the different elements, namely service quality, perceived value, and customer expectations, which represented the independent variables. The significance of the study hinges on three area i.e. management, policy makers and stakeholders. The study will also provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value, achieving customer satisfaction and achieving sustainable business growth of Government Employees Pension Fund. The data collection was made using the questionnaire. A total of 150 questionnaires was distributed and 108 were completed and returned. This translated to a response rate of 72 percent. The empirical results showed that service quality and perceived value have a positive impact on customer satisfaction. On the other hand, the results revealed that customer expectations do not have a positive influence on customer satisfaction.
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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.
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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be reconstructed in forms more appropriate for the new medium. A lot of technological changes have affected the marketing environment of today. Companies must adapt to these changes in order to improve their marketing strategies. This has, among other things, resulted in an emphasis on relationship marketing. The purpose of this thesis is to explore what strategies are used in practice by companies in order to market and promote their products and services by using their Web sites as well as to build effective Customer Relationship Management (CRM). In order to fulfil the research purpose, interviews were conducted at a number of companies (medium and large), and questionnaires were mailed to various companies in the motor retail industry. The result shows that a company can use traditional as well as online marketing and promotion strategies when conducting business. This can also help companies to gain better relations with their customers. The different marketing and promotion strategies are useful for attracting new business as well as maintaining and stimulating existing relations. The research problem addressed in this study was to determine the factors that are effective in marketing and promoting of Web sites as well as the methods used in building CRM.
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Singh, Randhir. "Employment status as a driver of absenteeism and customer satisfaction in a retail organisation." Thesis, Cape Peninsula University of Technology, 2012. http://hdl.handle.net/20.500.11838/2093.
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Thesis (DTech (Marketing))--Cape Peninsula University of Technology, 2012.Secondary data sourced from the Kronos Time Keeping system and Human Resources department indicate that absenteeism amongst Pick n Pay employees are constantly increasing and it seems that management has adopted a laissez-faire attitude in response to rectifying absenteeism. This study has endeavoured to establish if staff absenteeism is rife in supermarkets, which employment status has higher absenteeism figures and does it affect customer services. The objectives of this study were to answer and find solutions to the research question and the multiple questions arising from the research problem: do the supermarket employees understand the impact of absenteeism to the organisation? Is management aware of the causes of high employee absenteeism? Do management have solutions to reduce the absenteeism rate? Do management know which employee status has higher absenteeism figures? What procedures can be adopted to reduce absenteeism? The overall effect of any solution should focus on creating a more absent free and customer orientated organisation. The empirical investigation was carried out through quantitative as well as qualitative research methodology. Absenteeism statistics were collected from the five participating supermarkets in the Western Cape human resources departments and were made available to the researcher as secondary data. Four different data collection methodology were used to conduct the enquiries in the five participating supermarkets.
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Jiang, Ying. "Affect, perceived service quality, and satisfaction : assessing the moderating role of service setting." HKBU Institutional Repository, 2001. http://repository.hkbu.edu.hk/etd_ra/308.
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Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.
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This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.
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Yockel, Sharon Lynn. "Service recovery : a case study /." Online version of thesis, 1997. http://hdl.handle.net/1850/12325.
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Mills, Juline E. "An analysis, instrument development, and structural equation modeling of customer satisfaction with online travel services." Full text available, 2002. http://images.lib.monash.edu.au/ts/theses/millsje.pdf.
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Paquet, Catherine 1977. "Consumption emotional experiences : an investigation of their design, outcomes, and underlying mechanism of action in the context of repeated services episodes." Thesis, McGill University, 2007. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=102841.
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Despite many efforts to promote the importance of considering consumer experience, few studies have provided empirical evidence of their impact on immediate consumption outcomes and on their relationship with existing product/service design attributes, while considering the subjective nature of consumer experiences. In the present dissertation, we propose that important insights could be gained in building such evidence by considering research on emotions and rigorous empirical approaches that account for the subjectivity of the experience. Specifically, we propose a framework that builds on the consumption emotion literature and on functional theories of emotions and that is based on a Bayesian approach that takes into consideration individual differences in emotional experience. The framework rests on four core elements: (1) assessment of emotional experience emerging over the consumption episode, (2) link between this experience and immediate evaluative and behavioral outcomes, (3) exhaustive consideration of potential eliciting factors among elements of the consumption object and environment, and (4) assessment of the added value of the experience elicited by the consumption offering and consideration of alternative influences of consumption emotions on consumption outcomes consistent with their functional values.The framework was applied in the context of extended health services in which repeated consumption episodes were observed. Results show that emotional states that arise during consumption do impact satisfaction measures, but have a limited impact on consumers' immediate consumption behavior. These relationships however could not be explained by the added value brought by the experience, as no evidence for mediation by emotional experience was found between service attributes and consumption outcomes. Emotional states experienced either prior or immediately following consumption showed a superior ability to predict consumption outcomes, with their influence being tied to their respective informational and, to some degree, motivational functions. We also provide evidence that emotions experienced before and elicited during consumption moderated the impact of service attributes on both satisfaction and immediate consumption behavior. Results highlight the importance of considering emotional states experienced at any stage during consumption, but also the challenge of doing so with existing resources in the present context. Contributions, limitations, and future directions are also discussed.
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Goodsir, Warren. "Managing employee customer service interpersonal exchanges in the hospitality industry a New Zealand hotel case study : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master in International Hospitality Management, 2008 /." AUT University, 2008. http://hdl.handle.net/10292/276.
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The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual expectations. To ensure that both the needs of the organisation and customers are consistently met, management control of employee actions and behaviours is required.The aim of this study was to identify how hotel organisations and managers control employee interpersonal interactions with customers. The research also sought to identify the interpersonal and emotional capabilities employers require from employees to meet the needs of customers and present the desired corporate image. A qualitative, case study, research methodology was applied to understand the expectations of managers, the issues concerning managing employee interactions with customers, perceptions of employee capabilities, and beliefs about current management control strategies in a hotel environment. The research was conducted at four hotel properties belonging to one international hotel group. The data gathering methods included semi-structured interviews, documentation review and field notes.The research concluded that effective alignment of employee and management goal congruence first requires the alignment of managers' goals to the organisation. To ensure management's expectations, customers' expectations and employee actions and behaviours are aligned, management must also have a sound understanding of the organisation's brand and desired image. Cultural and social control mechanisms were found to be important, as they provided a consistent method of aligning employees' behaviour with the goals and expectations of management. The development of social cohesion and norms, through serial and investiture socialisation mechanisms, also helped to create self-managing teams that reinforced the goals of management. The study suggests that, due to the increasing diversity of the stakeholders' views and goals, some of the traditional management perspectives of hospitality may need to change to meet the needs of contemporary employees.
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Campbell, Kasandra M. "Customer satisfaction measurement for services organisations using a perception-minus-expectation paradigm and the implications for management and future research." Thesis, Queensland University of Technology, 1996. https://eprints.qut.edu.au/36295/1/36295_Campbell_1996.pdf.
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The services industry has become one of the largest studied academic areas in marketing since the early 1980s. It is widely accepted that the emergence of interest in services marketing has been one just as prolific as consumer behaviour which began in the 1960s.
The question of whether the marketing and management of services was different from the marketing and management of goods did not generate overwhelming debate until
Berry's (see Berry, Leonard L. (1980), "Services Marketing is Different", Business, 30 (May-June), 24-29) article and from here, the services arena has grown to being one of the most strategic disciplines in marketing today. Many authors in the 1970s began to conceptualise this noticeable difference between goods and services (see Raymond P. Fisk, Stephen W. Brown, and Mary Jo Bitner, Tracking the Evolution of Services Marketing Literature, J oumal of Retailing, Spring
1993, Vol 69, Number 1) but it wasn't until the 1980s that service marketing itself had its
own specialised disciplines. Three prolific authors in this area include A. Parasuraman, Valarie. A. Zeithaml, and Leonard L. Berry, who were one of the first groups of academic researchers to conceptualise consumer (dis )satisfaction measurement in the services
marketing arena. The present study continues the investigation into satisfaction measurement by offering
an extension to their widely accepted Service Quality Model. The new model aims to provide management with a tool which: measures the organisations' client's expectations and perceptions; measures the gap between what the client expects and what their client
perceives the quality of service; and measures the overall performance of an organisation
in the service quality areas of reliability, assurance, responsiveness, tangibles, and empathy.
The five research questions presented include:
• Can customer satisfaction be measured by calculating the gap between what the customer expects and what the customer perceives of service quality dimensions?
• Does measuring expectations and perceptions provide information to management?
• Can strategic information be gained by targeting the expectation part of the PZB SERVQUAL questionnaire to a particular organisation rather than the industry as a
whole?
• Is the modified PZB model valid in a retail setting?
• Is the PZB model applicable in all service industries?
The results indicate that it is in fact possible to calculate a customer satisfaction gap
between what the customer perceives and what the customer expects of certain service quality dimensions. Also presented is the fact that management can obtain important information about a customer's expectation and perception level, and that the new model's expectation measurement provides additional gaps, over and above the original Service Quality Model. Other implications examined are the validity of the proposed
model in a retail setting and the applicability of the original Service Quality Model to all service industries. The study aims to present an important contribution to the literature on consumer (dis )satisfaction in the services arena by extending the work of the
Parasuraman, Zeithaml and Berry Service Quality Model.
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Prasongsukarn, Kriengsin Marketing Australian School of Business UNSW. "The impact of cultural value orientation on customer perceptions of post-recovery service satisfaction in an Eastern context." Awarded by:University of New South Wales. Marketing, 2005. http://handle.unsw.edu.au/1959.4/20837.
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It is now well recognised that an effective service recovery program is an essential part of firms??? service quality programs and critical to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc.) on post-recovery satisfaction, mostly in Western countries. However, despite the importance of global markets, very few have examined how Eastern consumers react to service recovery efforts. Furthermore, none have examined the impact of cultural value orientation (cultural values measured at the individual level) in implementing effective service recovery programs. This is one of the few studies that have attempted to avoid the ecological fallacy, i.e., assume all consumers within a country are culturally homogeneous. Based on Justice Theory, this research conducted in Thailand, employed an experimental design to investigate how customer evaluations of service recovery efforts are influenced by interplay of the consumer???s cultural value orientation and service recovery attributes (apology, compensation, cognitive control, recovery initiation, and formality). The results reveal that cultural values of power distance, uncertainty avoidance and collectivism do indeed interact with a firm???s recovery tactics to influence perceptions of justice. In other words, the impact of a firm???s tactics is culturally dependent, and consumer expectations and perceptions of service recovery efforts vary, depending on customers??? cultural value orientation. Finally, all three forms of justice (distributive, procedural, interactional) along with disconfirmation of expectations, positively impact on overall service recovery satisfaction. Unlike previous studies, we found evidence to indicate that there is a temporal sequence associated with the three justice dimensions i.e., interactional and procedural justice precede and thus impact perception of distributive (outcome) justice. The results have implication for marketing theory as well as managerial action.
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Van, Deventer Reinard Gawie. "An operational model for increasing customer satisfaction for Detpak South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020807.
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Detpak South Africa is a subsidiary paper and board company of Mpact Limited, formally known as Mondi Packaging South Africa. The Mpact group of companies operates across 31 sites and employs more than 3 700 employees. Detpak South Africa specializes in three respective niche markets: international fast food packaging, industrial packaging and disposables packaging. The primary objective of this study is to propose an operational model for improving customer satisfaction levels within the disposables market for Detpak South Africa. Further, Detpak’s competitive position with respect to customer satisfaction was assessed and an empirical assessment was conducted to identify imperative attributes impacting on overall customer satisfaction. It is noted from marketing journals that providing a quality product at the right price no longer suffices as an adequate value proposition. Numerous authors have noted that there is no longer a difference between a goods market and a service market, in its purest form, and that manufacturers of goods must embrace the principles of service marketing to develop a competitive advantage within the market. A quantitative research was conducted to obtain data. The measuring instrument used to obtain data was a self-administered questionnaire. A total of 84 questionnaires were distributed nationally across South Africa. From the 84 questionnaires a total of 62 questionnaires were obtained from respondents, from which a final sample of n=59 was considered for capturing. Three questionnaires were excluded from the sample due to response error of non-completion. Correlation coefficient analysis was used to calculate the relationships between independent and dependant variables. It was found that all customer satisfaction attributes, listed below, had a positive relationship to overall customer satisfaction: Customer value; Product quality; Price; Communication; Reliability; Responsiveness; Customer service; Sales support. The hypothesized relationship between overall customer satisfaction and customer loyalty was measured and confirmed to be strongly positive. It can be concluded that a positive movement in overall customer satisfaction will be accompanied by a similarly positive movement in customer loyalty. Furthermore, through secondary review it was noted that the retention of existing customers costs much less and is more profitable than the acquisition of new business. The results presented within this study indicate a strong market position for Detpak South Africa in terms of product quality compared against competitive activity, which means a competitive advantage in the market for the company and which will assist in attaining its strategic objectives. The results also identified a number of customer satisfaction attributes which Detpak South Africa could improve to allow them to establish a firm position in the market through the overall improvement of customer satisfaction levels. Finally, an operational model integrating the important concepts identified within the literature study was proposed to assist Detpak South Africa in enhancing levels of perceived customer satisfaction. The model integrates the important business philosophies of customer relations, best practices, continuous improvement and, finally, customer satisfaction attributes.
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Bothma, Tracy. "The impact of customer relationship management on retail banking using self-service channels." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1013654.
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If you do not own the latest technology today it is thought that you are left behind in this technology driven age. More businesses use Self- Service channels to accommodate the increasing demands of customers. It has been said that the use of self-service channels can reduce input costs, increase efficiency and improve customer service. Unfortunately, many customers are left unsatisfied because retail banks are moving away from the human interaction when visiting a branch or advise customers to use their self-service channels, sometimes without any assistance. This causes customers to move banks, complain and in so doing reduce profits and customer relationships with their banks.This research’s main objective was to determine the impact of customer relationship management on retail banks that make use of self-service channels. A theoretical overview of self-service channels and customer relationship management was given. Advantages and disadvantages of each option were explored. The researcher wanted to explore the relation between customers using self-service channels and the assistance and protection provided by retail banks. The customer experience questionnaire used in this research asked retail banking customers from the South African population to determine how customers perceive and experience their banks’ self-service channels and customer service. Many questions relating to their needs and wants with regards to banking have been explored. The results show that most customers are satisfied with their banks in general but do feel that the banks can improve their customer service and assistance with regards to using self-service channels like ATM’s, online and telephone banking and E-Wallet. It has concluded that most customers choose their banks based on advertisements and other media, not customer service, product range or word-of-mouth. The general perception is that customers say that their bank charges do justify the customer service received.
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Tam, Kwok-hung, and 談國雄. "An evaluation of service quality, customer satisfaction and customer loyalty in shopping centres in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2010. http://hub.hku.hk/bib/B44401929.
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Kwon, Junhyuk. "The Effect of Value Co-creation and Service Quality on Customer Satisfaction and Commitment in Healthcare Management." Thesis, University of North Texas, 2015. https://digital.library.unt.edu/ark:/67531/metadc804961/.
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Despite much interest in service quality and various other service quality measures, scholars appear to have overlooked the overall concept of quality. More specifically, previous research has yet to integrate the effect of the customer network and customer knowledge into the measurement of quality. In this work, it is posited that the evaluation of quality is based on both the delivered value from the provider as well as the value developed from the relationships among customers and between customers and providers. This research examines quality as a broad and complex issue, and uses the “Big Quality” concept within the context of routine healthcare service. The last few decades have witnessed interest and activities surrounding the subject of quality and value co-creation. These are core features of Service-Dominant (S-D) logic theory. In this theory, the customer is a collaborative partner who co-creates value with the firm. Customers create value through the strength of their relations and network, and they take a central role in value actualization as value co-creator. I propose to examine the relationship between quality and the constructs of value co-creation. As well, due to the pivotal role of the decision-making process in customer satisfaction, I will also operationalize the value co-creation construct. Building upon the “Big Quality” concept, this study suggests a new approach by extending the quality concept to include the value-creation concept in Service Dominant Logic. This study identifies the associated constructs and determinants of Big Quality in routine healthcare management service, and examines the relationship among the associated quality constructs, customer satisfaction, and customer commitment. This study employed an online survey methodology to collect data. In data analysis, I used the variance-based structural equation modeling (PLS-SEM) approach to confirm the factor structure, proposed model, and test the research hypotheses. The results show that the customer’s participation in in-role and extra-role behaviors are positively associated with their perceived quality, satisfaction, and commitment level. The major contribution of this study to decision sciences and the service quality literature is the development of a comprehensive framework explaining the importance of value co-creation within the context of healthcare quality. Finally, this work examines perceived service quality as a key factor of customer satisfaction and the relationship of Big Quality with commitment level in healthcare service management.
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Singh, Sylvester Sanjeev. "Developing service satisfaction strategies using catastrophe model a replication study in New Zealand : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of Business, 2003." Full thesis. Abstract, 2003.
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Mququ, Mpumzi H. "A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS." Thesis, Rhodes University, 2006. http://hdl.handle.net/10962/d1003888.
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The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
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Wong, Amy. "The management of customer relationships in the retail industry." Monash University, Dept. of Management, 2002. http://arrow.monash.edu.au/hdl/1959.1/9305.
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Chan, Lai-man, and 陳麗雯. "A study of the factors affecting customer satisfaction of shoppers in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2014. http://hdl.handle.net/10722/207607.
Full textAbstract:
With the increasingly fierce competition in the business environment of Hong Kong, customer satisfaction is a critical success factor for servicing industries. This factor is especially important in the rapidly growth of shopping centres. However, there is a lack of in-depth research on the factor structure of customer satisfaction. Furthermore, the shopping behavior of customers and the critical factor affecting their overall satisfaction are still unclear. Without these kinds of information, the operators of the shopping centres may be incapable to satisfy all customers with unique marketing and management programs. As a result, the utilization of resources and the maximization of profit may not be complete. In this research, factors for measuring customer satisfaction are identified. The relationship between the demographic profiles of customers and their decision criteria in centre choice is investigated. The critical factors of overall customer satisfaction are compared across different groups of shoppers.
The literatures have been reviewed to identify the factors affecting the customer satisfaction of shoppers in the industry of shopping centre. In order to further investigate the customers' opinions on the factors which will affect their customer satisfaction in the shopping centres, a survey was carried out in the multi-function shopping centers in Hong Kong with a sample size of 300. The shoppers are asked to rank the importance of these factors in affecting their customer satisfaction in these shopping centres. The results indicate that five factors are significant in affecting the customer satisfaction of the shoppers in these two multi-function shopping centres which are "Transportation", "Shopping Center Design, "Management Service", "Promotion Activities" and "Tenant and Trade Mix" as the way affecting the customer satisfaction of the shoppers in the shopping centres."Promotion Activities" is found to be significant in affecting the customer satisfaction of the shoppers in "East Point City" but not in "Park Central". No unilateral conclusion is drawn on their significance in influencing the patronage.
This findings imply that "Tenant and Trade Mix" could affect the customer satisfaction of the shoppers in shopping centres in number of ways even though the location of the shopping centre is determined.published_or_final_version
Housing Management
Master
Master of Housing Management