Relevant bibliographies by topics / Consumer satisfaction – measurement

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Consumer satisfaction – measurement'

Author: Grafiati
Published: 4 June 2021
Last updated: 8 February 2022

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Journal articles on the topic "Consumer satisfaction – measurement"

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Bushy, Angeline. "Ethnocultural sensitivity and measurement of consumer satisfaction." Journal of Nursing Care Quality 9, no. 2 (January 1995): 16–25. http://dx.doi.org/10.1097/00001786-199501000-00006.

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Cucu Sumartini, Lilis, and Dini Fajriany Ardining Tias. "ANALISIS KEPUASAN KONSUMEN UNTUK MENINGKATKAN VOLUME PENJUALAN KEDAI KOPI KALA SENJA." Jurnal E-Bis (Ekonomi-Bisnis) 3, no. 2 (November 7, 2019): 111–18. http://dx.doi.org/10.37339/e-bis.v3i2.124.

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The development of the coffee shop business is influenced by the socio-economic development of the community and lifestyle changes. This condition is spurring for the growth of coffee shops by carrying the concept of modernization in an effort to increase consumer satisfaction. The level of customer satisfaction can be measured using the instruments of tangible dimensions, reliability, responsiveness, assurance, and empathy. The level of satisfaction measurement is done by using a questionnaire and 5 dimensions of quality measurement. Consumer satisfaction is a large value of expectations so t
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Sediawan, MN Lisan. "ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA." Jurnal Ilmiah Kesehatan Media Husada 2, no. 1 (September 12, 2013): 65–76. http://dx.doi.org/10.33475/jikmh.v2i1.109.

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Customer Satisfaction Index (CSI) is an economic indicator that measures the satisfaction of consumers across nation. This paper discusses the measurement model from an economic point of psychology is positioned as a variable customer loyalty . We will also discuss some studies which include : market segmentation , product positioning , competitiveness , consumer perception , customer satisfaction , and quality of service . To determine the position of the CSI Indonesia compared to other countries CSI inventors and other users it is necessary comparisons and scientific study .. This article di
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Ernawati, Sri, and Uty Kurniawati. "PENGARUH KREATIFITAS PRODUK DAN INOVASI PRODUK TERHADAP KEPUASAN KONSUMEN DI STEAK HOUSE NOODLES." ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi 4, no. 1 (April 8, 2020): 112. http://dx.doi.org/10.24269/iso.v4i1.399.

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With the increasing number of restaurants, there is also increasing competition among restaurant entrepreneurs, they jointly compete in producing, gaining competitive advantage and providing value to their customers, wherever possible in accordance with the value expected by consumers. This study aims to analyze and test the effect of Product Creativity and Product Innovation both partially and simultaneously on Consumer Satisfaction at Steak House Noodles. This research was conducted in Bima City. This research is a survey research by distributing questionnaires with Likert scale measurement
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Bortolotti, Silvana Ligia Vincenzi, Fernando de Jesus Moreira Junior, Antonio Cezar Bornia, Afonso Farias de Sousa Júnior, and Dalton Francisco de Andrade. "Consumer satisfaction and item response theory: creating a measurement scale." Gestão & Produção 19, no. 2 (2012): 287–302. http://dx.doi.org/10.1590/s0104-530x2012000200005.

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Today, people have increasingly demanded more from the state and enterprises. Consumer satisfaction is not an organizational option, but rather a matter of survival for any institution. The quest for measurement of consumer satisfaction has been ongoing in many areas of research, and researchers have concentrated efforts to demonstrate the psychometric quality of their measurements. However, the techniques employed by these commitments have not kept pace with the advances in psychometric theory and methods. The Item Response Theory (IRT) is an approach used for assessing latent trait. It is co
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Torey, Jimmy Rezky, Oktavianus ,. Porajouw, and Tommy F. Lolowang. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK KOPI DAN PELAYANAN DI RUMAH KOPI BILLY CABANG MEGAMAS MANADO." AGRI-SOSIOEKONOMI 12, no. 3A (December 6, 2016): 11. http://dx.doi.org/10.35791/agrsosek.12.3a.2016.14233.

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This research aims to measure the level of consumer satisfaction toward coffee products and services in the House Coffee Billy Branches Megamas Manado. The Data used in this research is the primary data. The primary data obtained using the technique of the interview directly to respondents, in this case the consumer products coffee in the coffee House Billy Branches Megamas Manado, using a list of questions (questionnaire) as the tool in data collection. The method used in the sampling is sampling accindental. Analysis of the data that is used is a qualitative descriptive analysis is analyzed
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Rijsdijk, Serge A., Erik Jan Hultink, and Adamantios Diamantopoulos. "Product intelligence: its conceptualization, measurement and impact on consumer satisfaction." Journal of the Academy of Marketing Science 35, no. 3 (May 9, 2007): 340–56. http://dx.doi.org/10.1007/s11747-007-0040-6.

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Purohit, H. C. "Quality Measurement and Consumer Satisfaction with Modern Retailing Ananalytical Study." Delhi Business Review 12, no. 2 (December 23, 2011): 45–57. http://dx.doi.org/10.51768/dbr.v12i2.122201118.

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Liu, Yiming, Yinze Wan, Xiaolian Shen, Zhenyu Ye, and Juan Wen. "Product Customer Satisfaction Measurement Based on Multiple Online Consumer Review Features." Information 12, no. 6 (May 29, 2021): 234. http://dx.doi.org/10.3390/info12060234.

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With the development of the e-commerce industry, various brands of products with different qualities and functions continuously emerge, and the number of online shopping users is increasing every year. After purchase, users always leave product comments on the platform, which can be used to help consumers choose commodities and help the e-commerce companies better understand the popularity of their goods. At present, the e-commerce platform lacks an effective way to measure customer satisfaction based on various customer comments features. In this paper, our goal is to build a product customer
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Cronin, J. Joseph, and Steven A. Taylor. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56, no. 3 (July 1992): 55–68. http://dx.doi.org/10.1177/002224299205600304.

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The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an im
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Dissertations / Theses on the topic "Consumer satisfaction – measurement"

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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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Dhurup, Manilall. "Consumer perceptions of supermarket service quality : scale development, measurement and validation / Manilall Dhurup." Thesis, North-West University, 2003. http://hdl.handle.net/10394/2414.

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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 th
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Szeto, Ping-hang, and 司徒秉衡. "Measurement in service quality of Hongkong Telecom in municipal halls." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B42574626.

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Senn, William Donald. "An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space." Thesis, University of North Texas, 2014. https://digital.library.unt.edu/ark:/67531/metadc699914/.

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Student satisfaction and service quality are interrelated constructs that are associated with improving student retention. This research investigated the relationships between these constructs in the context of an institution of higher education as an information system and sought to reduce the dimensionality of what have traditionally been considered orthogonal factors of these constructs in order to produce a parsimonious model and survey instrument that may be useful in assessing and predicting overall student satisfaction and overall service quality. The methods of analysis used in this st
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Brown, Mogamat Faizel. "An individual performance management system as a way of improving customer satisfaction at the City of Cape Town (Unicity) Municipality." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52674.

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Thesis (MPA)--Stellenbosch University, 2002.<br>ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance Management system at local government level in the Cape Metropolitan Area. The researcher has observed a possible decline in customer satisfaction towards the Cape Metropolitan Council Administration and at other Administrations within the City of Cape Town, and the press also highlighted complaints regarding the absence of an entrenched customer care ethic among municipal officials. The researcher was concerned with the way customers are
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Audrezet, Alice. "L'ambivalence des consommateurs : proposition d'un nouvel outil de mesure." Thesis, Paris 9, 2014. http://www.theses.fr/2014PA090011/document.

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La littérature en méthodologie pointe un important problème lié à l’utilisation des différentiels sémantiques pour mesurer les évaluations globales des individus. Au centre de ces continua bipolaires opposant une paire d’adjectifs antagonistes, sont en effet agrégées de manière artificielle et fâcheuse deux types d’évaluations : les réactions indifférentes et les réactions ambivalentes. Or, la distinction entre ces deux types d’évaluation est un enjeu dans la mesure où elles recouvrent des réalités différentes. En effet, l’indifférence correspond à l’absence de réaction positive ou négative, t
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Parr, Jacqueline Nicole. "The Impact of True Fit® Technology on Millennial Consumer Confidence and Satisfaction in their Online Clothing Purchase." Thesis, University of North Texas, 2017. https://digital.library.unt.edu/ark:/67531/metadc1062912/.

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This study examines the use of True Fit® technology by millennial consumers and its impact on consumer confidence and satisfaction with respect to online sizing. In the apparel industry, there is a lack of size standards among retailers, and as a result consumers will encounter frequent size variations in their clothing size. Difference sizing technology has been developed to address the sizing issue. One is True Fit® which unlike other sizing technologies, uses mathematical algorithms to compile large amounts of data from designers. The purpose of this study was to analyze consumer confidence
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Wang, Cheng Marketing Australian School of Business UNSW. "Modeling the process of satisfaction formation: towards a contingency perspective." 2007. http://handle.unsw.edu.au/1959.4/40681.

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Consumer satisfaction is a central topic in marketing. In the literature, a variety of conceptual models have been developed to capture the satisfaction formation process, with the dominant framework being the disconfirmation paradigm. However, despite its widespread acceptance and support, there is still a lack of clarity, especially regarding the role and relative importance of perceived performance in determining satisfaction. It has been suggested that satisfaction research has advanced into a stage where potential moderator variables need to be examined in order to explain previous mixed
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Dladla, David Toto. "A measurement of client satisfaction with services provided by Radiopark Studios to internal clients." Thesis, 2014. http://hdl.handle.net/10210/11469.

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M.Tech. (Business Administration)<br>The purpose of this study was to determine the service quality perceptions of the internal clients who use Radiopark Studios' facilities. This subject is regarded as important in that Radiopark Studios now competes with outside facilities. Internal clients can hire studio facilities and personnel from different production houses. Radiopark Studios should, therefore, improve its clients relationship. The aim was to find out whether there were gaps between the internal clients' service expectations and the services delivered by Radiopark Studios. Zeithaml, Pa
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Books on the topic "Consumer satisfaction – measurement"

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Handbook of customer satisfaction measurement. Aldershot, Hampshire, England: Gower, 1996.

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Latu, Tavite M. Review of satisfaction research and measurement approaches. Wellington, N.Z: Dept. of Conservation, 2000.

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Page, Keith. Customer satisfaction measurement: A practical user's guide. Cheltenham: Stanley Thornes, 1995.

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Bill, Self, and Roche Greg, eds. Customer satisfaction measurement for ISO 9000:2000. Oxford: Butterworth-Heinemann, 2002.

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Measuring customer satisfaction: Hot buttons and other measurement issues. Chicago, Ill: American Marketing Association, 1999.

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Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Milwaukee, Wis: ASQ Quality Press, 1997.

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Managing the customer experience: A measurement-based approach. Milwaukee, Wis: ASQ Quality Press, 2007.

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Naumann, Earl. Customer satisfaction measurement and management: Using the voice of the customer. Cincinnati, Ohio: Thomson Executive Press, 1995.

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Naumann, Earl. Customer satisfaction measurement and management: Using the voice of the customer. Cincinnati, Ohio: Thomson Executive Press, 1995.

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1951-, Perkins Debra Sue, ed. Listening to the voice of the customer: 16 steps to a successful customer satisfaction measurement program. New York: Customer Service Group, 1997.

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Book chapters on the topic "Consumer satisfaction – measurement"

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Youssef, Jamile Anwar. "Investigating Consumer Finance in Lebanon." In Impact of Globalization and Advanced Technologies on Online Business Models, 32–54. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch003.

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The chapter aims to determine three research objectives: (1) ATM service quality in Lebanon measurement based on five dimensions, using the SERVQUAL model; (2) analyze and investigate customer satisfaction and loyalty of the ATM usage, during two different periods, before and after the following situations that Lebanon encountered: foreign currency shortage, commercial banks' informal capital control, and bankruptcy; and 3) assess the intention of the Lebanese to adopt Libra virtual currency. To achieve the objectives of the study, a questionnaire was distributed among bank clients in Lebanese. The results and analysis of the study have been done by comparing the means of SERVQUAL dimensions. The findings indicate that the Lebanese perspective of the banking system changed during the two different periods; however, their intention level to adopt a virtual currency is low.
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Satapathy, Suchismita. "Measurement of Electricity Distribution Service in India by Soft Computing Technique (ANN)." In Advances in Environmental Engineering and Green Technologies, 348–60. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-6631-3.ch014.

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Indian electric power division networks have evolved under certain assumptions. Industry architectures that bear multidirectional information exchange between the regulatory rules and the technology developers are likely to move toward to achieve optimal performance. Currently, very little attention is given to the potential for quality of service discrimination and improvements and/or cost reduction of electricity sector. Effective customer satisfaction investigation is a very important prerequisite for power supply enterprise to win in the market competition. It has for some time been realized that the performance of a service industry such as the electricity providers of a local authority is likewise evaluated by its consumers on the quality of its service delivered to the consumer. Therefore, in this chapter, efforts are taken to use an Artificial Neural Network (ANN) to evaluate service quality in an electricity utility industry.
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Ben M'rad, Ramzi. "The Conceptualization of the E-Service Quality." In Advances in Marketing, Customer Relationship Management, and E-Services, 314–29. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7192-7.ch018.

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Several research studies have focused on the conceptualization, measurement, and management of service quality and their effects in electronic environments. Most of them are based on a classic paradigm, which consists in relating the quality of e-service to customer satisfaction and loyalty. The prescribing intent of the e-service as a plausible consequence of the quality of the e-service has not received enough interest from the researchers. Along these lines, this chapter examined the direct effect of the quality of the e-service on the prescribing intention of the e-service by the consumer as well as the indirect effect through a mediating variable, which is the perceived online value of the consumer.
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Indrawati and R. R. Padang. "Measurement tool for analyzing the influence of Corporate Social Responsibility (CSR) initiatives on consumer attitude, satisfaction, and loyalty at PT. BNI Tbk." In Managing Learning Organization in Industry 4.0, 15–21. Routledge, 2020. http://dx.doi.org/10.1201/9781003010814-4.

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"From the Psychometrics of SERVQUAL to Sex: Measurements of Tourist Satisfaction." In Consumer Behavior in Travel and Tourism, 287–306. Routledge, 2012. http://dx.doi.org/10.4324/9780203047613-21.

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Sharma, Nagendra Kumar, and Gyaneshwar Singh Kushwaha. "Factors Affecting Towards Green Purchase Behavior Among Young Consumers in India." In Advances in Systems Analysis, Software Engineering, and High Performance Computing, 183–210. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-5017-4.ch009.

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The objective of the chapter is to examine the factors that are essential for the green purchase behavior among the young consumers in India. The study consists of 343 young respondents, who were surveyed with the help of structured measurement instrument. The sample has been analyzed with the help of exploratory factor analysis and linear regression analysis. It was found in the study that the awareness towards the green product, attitude towards eco-labeling, and satisfaction via green products are significantly and positively linked to the green purchase behavior, whereas the attitude towards green pricing and ecologically concerned consumers are not associated with the green purchase behavior.
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Conference papers on the topic "Consumer satisfaction – measurement"

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Mustapha, Jawahir Che, Shamsul Anuar Mokhtar, Jasrina Jaffar, and Patrice Boursier. "Measurement of Data Consumer Satisfaction with Data Quality for Improvement of Data Utilization." In 2019 13th International Conference on Mathematics, Actuarial Science, Computer Science and Statistics (MACS). IEEE, 2019. http://dx.doi.org/10.1109/macs48846.2019.9024792.

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Soret, Ignacio, Carmen De Pablos, and Jose Luis Montes. "Efficient Consumer Response (ECR) Practices as Responsible for the Creation of Knowledge and Sustainable Competitive Advantages in the Grocery Industry." In InSITE 2008: Informing Science + IT Education Conference. Informing Science Institute, 2008. http://dx.doi.org/10.28945/3269.

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This paper presents a model to measure and to explain knowledge and sustainable competitive advantages generation within the Efficient Consumer Response (ECR) framework. Some specific goals are: a) identification, selection and validation of intellectual capital and of sustainable competitive advantages, b) study of what we name associate concepts: facilitators, implantation drivers and critical success factors, c) develop a validation of a methodology for the measurement model and of the indicators adaptation degree, meeting the demand of related companies and consultants. Results show that i
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Barreto Fernandes, Francisco António, and Bernabé Hernandis Ortuño. "Usability and User-Centered Design - User Evaluation Experience in Self-Checkout Technologies." In Systems & Design 2017. Valencia: Universitat Politècnica València, 2017. http://dx.doi.org/10.4995/sd2017.2017.6634.

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The increasing advance of the new technologies applied in the retail market, make it common to sell products without the personal contact between seller and buyer, being the registration and payment of the products made in electronic equipment of self-checkout. The large-scale use of these devices forces the consumer to participate in the service process, which was previously done through interaction with the company's employees. The user of the self-checkout system thus performs all the steps of the purchase, from weighing the products, registering them and making the payment. This is seen as
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Reports on the topic "Consumer satisfaction – measurement"

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Treadwell, Jonathan R., James T. Reston, Benjamin Rouse, Joann Fontanarosa, Neha Patel, and Nikhil K. Mull. Automated-Entry Patient-Generated Health Data for Chronic Conditions: The Evidence on Health Outcomes. Agency for Healthcare Research and Quality (AHRQ), March 2021. http://dx.doi.org/10.23970/ahrqepctb38.

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Background. Automated-entry consumer devices that collect and transmit patient-generated health data (PGHD) are being evaluated as potential tools to aid in the management of chronic diseases. The need exists to evaluate the evidence regarding consumer PGHD technologies, particularly for devices that have not gone through Food and Drug Administration evaluation. Purpose. To summarize the research related to automated-entry consumer health technologies that provide PGHD for the prevention or management of 11 chronic diseases. Methods. The project scope was determined through discussions with Ke
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