Relevant bibliographies by topics / Customer’s perception

Contents

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

Academic literature on the topic 'Customer’s perception'

Author: Grafiati
Published: 4 June 2021
Last updated: 1 February 2022

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Journal articles on the topic "Customer’s perception"

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Tilahun, Minyahel, and Melaku Beshaw. "Customer’s Perception and Preference towards Packaged Drinking Water." Scientific World Journal 2020 (February 29, 2020): 1–11. http://dx.doi.org/10.1155/2020/6353928.

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Two hundred customers were purposively selected from two study areas (market, residence) in Addis Ababa to assess customer’s behavior and perception towards packaged water. The sampling and data collection process of the study followed systematic analysis of Theory Planned Behavior. The average monthly income of respondents of this study lay between 5000 ($175) and 10000 ($350) Eth Birr. The primary customer information sources were television and radio. Residence place customers were more concerned about health as compared to market place customers. Market place customers primarily gave emphasis to the price of packaged water. Almost all (97%) customers were not sentient to packaged water standards. However, only few, 86 (43%), customers checked labeled chemical composition, of which 74 (85%) did not understand it. Customer’s sex, education level, and health status showed significant relationship with choice of packaged water quality, −1.42 (p<0.05); price, −2.45 (p<0.01); and health status, –1.80 (p<0.05) in market place and residence place, respectively. Customers were not well aware of what they were purchasing and even customer’s ability to read was not related to customer’s ability to understand what was written in the labels. Customers’ choice of packaged drinking water has been challenged by their health status. Customers are becoming more concerned about prices while they are out of their residence place.
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Iffah, Lailatul. "Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang." FALAH: Jurnal Ekonomi Syariah 3, no. 1 (May 24, 2018): 79. http://dx.doi.org/10.22219/jes.v3i1.5836.

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This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.
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Bais, Dr Santosh Singh. "Customer’s Perception About E-Finance." International Journal of Scientific Research 3, no. 5 (January 1, 2012): 60–62. http://dx.doi.org/10.15373/22778179/may2014/20.

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Mohd Yusof, Adwa Qamarina, Amira Alya Razali, Cahya Medina Mohd Rizal, Ho Ruoh Jyu, Jegan Motalaiyar Mahendran, Wei Hoong Kelvin Tan, Mohamad Hafiz Mohd Kamaruz Zaman, Vasudevan Naidu Kanan, Isai Amutan Krishnan, and Kausalya Muthutamilselvan. "A Study on Customer Perception on San Francisco Coffee in KL Gateway Mall." Malaysian Journal of Social Sciences and Humanities (MJSSH) 5, no. 4 (April 26, 2020): 116–32. http://dx.doi.org/10.47405/mjssh.v5i4.398.

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This research is an attempt to identify the customer perception on San Francisco Coffee in KL Gateway Mall. Customer’s assumptions on their preferred shop are very important because it could affect their loyalty towards the shop as well as its survival in the market. This paper surveys the customers’ perception of San Francisco Coffee in Kl Gateway Mall using a structured questionnaire. There are two sections of this study: Section A involve the demographic information, while Section B focus on the independent variables. A total of 100 self-administered survey questionnaires was distributed for thie present study and the same amount was expected to be collected back. There are four variables included in the questionnaire to determine the customer’s perception towards the coffee shop: (i) price, (ii) service quality, (iii) brand image, and (iv) cleanliness. Furthermore, five Likert-scale were employed to analyse the data needed for the present study. Additionally, the study consist of four research objectives, which are to evaluate the customer response, identify the problems they faced, discover the most effective strategy and techniques, as well as evaluate the satisfaction level of the customers. The predicted outcome from the study result shows that all the variables have an impact on customer’s satisfaction as it defined how the shop manage to satisfy its customers based on the variables. However, the current study only focuses on customers of San Francisco Coffee shop in specific area (KL Gateway Mall). As such, future research can develop a larger sample size in order to enhance the accuracy and reliability. Also, other variables (taste, ambiance and environment) that affect customer’s satisfaction can be included in future research. There are only several past studies that identify the customer’s perception in coffee shop.
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Abioro, Matthew Adekunle, and Samuel Abimbola Odunlami. "IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY." Business Excellence and Management 11, no. 2 (June 5, 2021): 5–18. http://dx.doi.org/10.24818/beman/2021.11.2-01.

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Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.
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Hassan, Barham Khalid, Ali Omer Mohammed, and Raqeeb Abdullah Omer. "The Role of Innovative Bank Products on Customer Perception Influencing Accounting Procedures in Kurdistan." Journal of University of Raparin 8, no. 1 (March 22, 2021): 334–52. http://dx.doi.org/10.26750/vol(8).no(1).paper14.

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This study sought to find the role of innovative banking products on customer perception influencing accounting procedures in Kurdistan. The Innovative banking product was embraced as an independent variable through (transactional costs, innovation, and accessibility) and customer perception as a dependent variable. Lack of understanding of customer perception and accounting procedures is proving to be the main problem of the acceptance of products as it is the source of economic benefit in the Kurdistan financial sector. Pearson correlation tests were carried out to assess the relationship between the independent variables (Transaction costs, accessibility and innovation) and the dependent variable of Customer perceptions. Statistical package for the social sciences program (SPSS 20) was used for data analysis and presentation. Results indicated that all variables had a positive relationship with customer perceptions. The study recommended that the banks need to understand the risks associated with innovation in line with the accounting procedures to understand customer’s perception before developing and rolling out new products. Customers view products and services differently, therefore there is need to improve on customer relations, customer education and awareness and customer loyalty.
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Sengupta, Aditi Sarkar, and Sreejesh S. "Impact of other customers in high and low involvement services." Journal of Indian Business Research 9, no. 1 (March 20, 2017): 41–58. http://dx.doi.org/10.1108/jibr-08-2015-0088.

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Purpose The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention in high- and low-involvement services and the effect of customer’s need for uniqueness (NFU) as a boundary condition of the above relationships. Design/methodology/approach Following a theoretical methodology, hypotheses were developed to analyze the effect of OCP, service involvement and customer’s NFU. A 2 × 2 × 2 scenario-based experiment was designed. Multivariate analysis of variance (MANOVA) was used to test the hypotheses. Findings The analysis reveals that the presence of conforming (versus non-conforming) other customers improves service quality perception and revisit intention of focal customers in high-involvement services, but not in low-involvement services. However, the relationship between similarity perception and outcome variables does not hold good for high-NFU customers. Practical implications This study suggests that conforming and non-conforming other customers are critical in forming service quality perception of high-involvement services, and highlights the boundary condition of this relationship. If service managers take service involvement and individual differences into account, and strategize their service offering aligned to their target customers, influence of other customers can be managed more efficiently. Originality/value As this study is one of the first empirical studies to focus on the effect of OCP on service quality perception and examine its boundary condition, it contributes significantly to the body of knowledge. Future research directions are discussed and managerial implications are proposed.
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Aprianti, Dian Irma. "PENGARUH PERSEPSI KONSUMEN MENGENAI TINGKATAN ARTI MEREK TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS MEREK PADA PRODUK THE BODY SHOP YOGYAKARTA." Jurnal Ekonomika : Manajemen, Akuntansi, dan Perbankan Syari'ah 5, no. 1 (October 25, 2017): 25. http://dx.doi.org/10.24903/je.v5i1.217.

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The main objective of this study is to test empirically the direct effect of the consumer’s on six dimensions of the brand level, and direct effect through customer;s satisfaction as an intervening variable on brand loyalty. The primary data of this study was received from customers of the body shop, that collected by field survey, the result show that consumer’s perception on six dimensions of brand level had a positive and significant relation to customer’s satisfaction and brand loyalty, and by using partial mediating method can be concluded that the costumer’s satisfaction works as intervening variable to the relation between consumer’s perception on six dimensions of brand level to brand loyalty. This result indicates that customer’s brand loyalty happens as the accumulation of customer’s satisfaction.
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Yoo, Jaewon, and Todd Arnold. "Frontline employee authenticity and its influence upon adaptive selling outcomes." European Journal of Marketing 53, no. 11 (November 11, 2019): 2397–418. http://dx.doi.org/10.1108/ejm-04-2017-0290.

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Purpose Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective, specifically examining the influence of adaptive selling in relation to a customer’s perception of salesperson authenticity. Effects on customer’s perceptions of final benefits and value are examined. Design/methodology/approach Survey data collected from customers of an insurance firm in South Korea were used to investigate the proposed model. Customer perceptions of salesperson adaptive selling, authenticity, key benefits delivered and organizational value provision were all captured. Findings The results suggest that authenticity does indeed positively influence perceptions of beneficial outcomes related to a transaction with a salesperson. These benefits then fully mediate the linkage from adaptive selling to a customer’s perceived value, gained from the salesperson’s organization. Research limitations/implications The collection of data from only the customer’s perspective is both a strength and a weakness. Although all of the key variables investigated are important to evaluate via the lens of the customer, such a data collection always introduces the potential problem of common method bias. Practical implications Managers should be aware of the importance of a salesperson behaving in an authentic manner. Although many frontline contexts have desired and scripted narratives for interacting with customers, deriving key benefits through the customers’ eyes may come more strongly by allowing the frontline employee to act naturally. Originality/value Authenticity has been investigated in managerial and brand contexts, but an understanding of its importance in a frontline context is in its early stages. Similarly, the importance of understanding conditions that moderate the effectiveness of adaptive selling is consistent with calls in the literature.
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Kovaľová, Jana, Ivana Ondrijová, and Dagmara Ratnayake Kaščáková. "THE CUSTOMERS’ PERCEPTION OF THE SELLERS IN THE CONTEXT OF GENDER DIFFERENCES​." Balkans Journal of Emerging Trends in Social Sciences 2, no. 1 (2019): 80–87. http://dx.doi.org/10.31410/balkans.jetss.2019.2.1.80-87.

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Personal selling has its own specifics and allows sellers to interact directly with the customer. The aim of the proposed paper is to find out statistically significant differences in the perception factor affecting personal selling from the customer’s perspective in the context of gender differences. A differential analysis was conducted on the sample of 243 respondents (112 male customers and 131 female customers); on the basis of the data obtained by means of an original methodology for detecting the factors influencing the customers’ perception of the sellers in personal selling. Gender differences in customer perceptions were confirmed in six items of observed factors: seller’s image, seller’s willingness and empathy, and his or her communication skills. The results of the analysis confirmed the existence of statistically significant differences between the male and the female in their perception of the sellers. Based on these results it may be concluded that, male and female differently view the seller’s image, his or her willingness and empathy towards customers, as well as its communication skills.
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Dissertations / Theses on the topic "Customer’s perception"

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Pahome, Thanadon, and Narat Amorntatkul. "How sensory marketing applies to the hotel and restaurant industry in order to influence customer’s behaviour in Thailand." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-12634.

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Nouri, Divina. "Boat insurance from the customer’s perspective : - A study on what aspects private policyholders value most in Swedish insurance companies." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-45500.

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People play a major role in the marketing of services, due to the fact services are intangible, and customers look for ways to determine the quality of services. Since services differ from physical goods, service providers need to understand how they affect their organizations. Furthermore, the criterion for satisfaction is different and the customer participates in the process, hence the interest to study this more thoroughly.
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Vu, Long, Nga Phan, and Ha Truong. "E-Customer values in Vietnamese apparel industry : A study from customers' perception." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15965.

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Key words:         Customer value, value-adding factors, e-commerce, apparel industry, Vietnamese market, customers’ perception.  Background:      Along with the development of many applications from Internet, Electronic Commerce (e-commerce) has changed the business scene in the global economy by emerging as a new, efficient channel of doing business. The apparel industry has also been approaching this way of doing business as an attempt to improve the effectiveness and efficiency of operations at various extents. In the Vietnamese market, Ninomaxx being well-known as leading fashion brand for young and proactive people is in the process of launching its very first online shop. However, the lack of information and the vagueness in regard to customers preference and shopping habit in the context of e-commerce leads to many difficulties for fashion companies like Ninomaxx. These lacking can all be traced back to one universal cause that is the insufficiency in understanding customers’ perceived value. Accordingly, it raises the authors’ interests to conduct a research of customers’ perception concerning customer value in Vietnamese apparel industry within the e-commerce context. Purpose:             The purpose of this thesis is to identify elements of e-commerce that customers perceive as value-adding factors in the context of Vietnamese apparel industry. Accordingly, thesis will examine how value can be created and enhanced for customers in the case of Ninomaxx and Vietnamese apparel firms in general. Method:              In this thesis, authors chose to collect and analyze data mainly through a quantitative approach. Prospective customers of Ninomaxx, whose ages were from 17 to 30, were the surveyed group. A questionnaire was employed to collect response from the group and was distributed in two ways: an online link and offline papers. Various nonparametric statistical techniques and one extensive model were used to analyze results of the survey. Conclusion:    From the perception of Vietnamese customers from 17 to 30 years old, there are 5 elements of e-commerce that are identified as very strong value-adding factors, namely, availability of information on the website, accuracy of demonstrating products’ color on website, seller’s ensuring products’ quality, seller’s trustworthiness and safety of using products. There are additionally 11 strong value-adding factors from perception of apparel customers in Vietnam. However, there is evidence of differences in customers’ response regarding their demographic characteristics and Internet usage. Apparel companies should consider accordingly in order to form the optimal strategy for e-commerce retail channel in Vietnam.
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Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service." Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.

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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.
Department of Secondary, Higher, and Foundations of Education
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Anderson, Louise. "Make a customer, not a sale : A study on customer's perception of loyalty programs." Thesis, Stockholms universitet, Marknadsföring, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-98854.

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The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to investigate how customers value loyalty programs and how this might affect them in a context where many companies reward their loyal customers. Customer perception of loyalty programs are considered to be grounded in multiple factors such as the design of the loyalty program as well as the competition in the industry. The empirical data was collected through semi-structured interviews with twelve respondents that shopped in a suburban area of Stockholm. The process of the study was influenced by the Grounded theory of method and as coding was used as the method of analysis, three themes related to how customers perceive reward components of loyalty program emerged: Offset of what I give and what I gain, Plan to have control of one’s finances and My perception of value is grounded in me.The findings of the study propose that a customer’s perception of reward components are influenced by what they are offered and by the overall design of the loyalty program. The most significant factor is however the customer self and where she is in life. This is displayed as different customers stated to have different reasons to join a loyalty program, mentioned different reward components as the most valuable one, highlighted different disadvantages as well as perceived the same reward components very differently.
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Akanda, Md Mahmudul Alam, and Jasmin Dzeko. "Customers’ Perception on their Satisfaction about the Private Banks in a Developing Country : A perspective of Private Banks in Bangladesh." Thesis, Linköpings universitet, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-134462.

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Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.
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Sarikaya, Serkan [Verfasser], and Hans Ulrich [Akademischer Betreuer] Buhl. "Understanding Customers’ Decision-Making, Perceptions, and Evaluations in the Customer Journey / Serkan Sarikaya ; Betreuer: Hans Ulrich Buhl." Augsburg : Universität Augsburg, 2019. http://d-nb.info/1191692973/34.

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Åberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.

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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden
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Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6267.

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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.

Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?

Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.

Theory and Method: The research is based on the quantitative approach in the form of questionnaires.  The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.

Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.


Tobias Eltebrandt
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Meesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6248.

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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden

Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?

Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.

Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.

Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.


Tobias Eltebrandt
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Books on the topic "Customer’s perception"

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Roberts, A. Establishing customer needs and perceptions. Bristol: Staff College, 1992.

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Iacobucci, Dawn. Perceptions of services. Dublin: University College Dublin (Centre for Quality & Services Management), 1994.

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Zeithaml, Valarie A. Delivering quality service: Balancing customer perceptions and expectations. New York: Free Press, 1990.

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Powerful perceptions: [quality tools for improving customer service]. Amherst, Mass: HRD Press, 1995.

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Burrill, Victoria. Evaluation of package design: A focus on suppliers'/customers' perceptions. Manchester: UMIST, 1994.

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Havord, Jonas. An examination inot perception of price regarding customers of the Body Shop. Oxford: Oxford Brookes University, 2004.

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Parasuraman, A. Servqual: A multiple-item scale for measuring customer perceptions of service quality. Cambridge, Mass: Marketing Science Institute, 1986.

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Parasuraman, A. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. New York: New York University Press, 1988.

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Paluch, Stefanie. Remote Service Technology Perception and its Impact on Customer-Provider Relationships. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-6936-1.

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Barnes, Justin. International customer perceptions of South African automotive component manufacturer performance levels. Durban: University of Natal CSDS, 2002.

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Book chapters on the topic "Customer’s perception"

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Sehrawat, Abhey, Akshit Yadav, Hemant Kumar, and Pankaj Deshwal. "A Study on Effect of Customer’s Demographic Factors on In-Store Experience Perception in Superstores Using Analysis of Variance." In International Conference on Intelligent Data Communication Technologies and Internet of Things (ICICI) 2018, 845–52. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-03146-6_96.

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Benkenstein, Martin, and Katja Rummelhagen. "Customer Misbehavior Perception from the Other Customers’ Perspective." In Perspektiven des Dienstleistungsmanagements, 219–39. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-28672-9_12.

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Kasulke, Stephan, and Jasmin Bensch. "From Customer Perception to Customer Satisfaction." In Management for Professionals, 93–107. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-53739-9_10.

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Annan-Diab, Fatima, and Barbara Jensen. "Customer Value Perception: Understanding Customer Response to Company’s CSR Initiatives." In The Dynamics of Corporate Social Responsibility, 53–70. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-39089-5_4.

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Rusu, Cristian, Virginica Rusu, Federico Botella, Daniela Quiñones, Bogdan Alexandru Urs, Ilie Urs, Jenny Morales, Sandra Cano, Silvana Aciar, and Iván Balmaceda Castro. "Students’ Perception on Customer eXperience: A Comparative Study." In Lecture Notes in Computer Science, 236–46. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-49576-3_18.

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Chen, Hong-Mei, Qimei Chen, and Rick Kazman. "The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment." In E-Collaboration, 1530–49. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-652-5.ch112.

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Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived Touch, to differentiate the customer’s perception of the touch received from the actual level of touch deployed. We report the results of an empirical study that provides evidence that Perceived Touch positively influences customers’ Behavioral Intention to Return via both affective and cognitive routes. Our results show that Perceived Touch provides a theoretical underpinning for eCRM system design and suggests that e-business managers invest in the design and evaluation of the users’ perception of touch options and pay special attention to affective quality manipulation.
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Burton, Jamie. "Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM?" In Successful Customer Relationship Management Programs and Technologies, 47–68. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0288-5.ch004.

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CRM is more than the tactical application of technology solutions; it is a broader strategic approach to managing customer relationships (Payne and Frow, 2005) in order to create value. This article will review the challenges of creating the right organisational context to manage the value exchange, in order to create the right level of value for the customer in the application of CRM.One of the reasons CRM initiatives have failed in the past has been a focus only on the value that the firm can gain from a relationship, without consideration of the benefits in terms of customer experience and their perception of value. With recognition that the customer plays an active role in service models and subsequently the work triumphed by Lusch and Vargo (2004; 2006a; 2008) around the importance of a service-dominant logic (S-DL) for marketing, it has been increasingly recognised that the customer’s perception of value-in-use is facilitated by relationships with customers. However, traditionally managers have been trained to think from a product-dominated perspective and to create value offerings for (not with) the market. If application of service-dominant logic is to lead to firms developing competitive advantage through more effective co-creation of customer-perceived value, then firms need to attempt to ‘manage’ their organisational climate in order to support delivery of effective CRM solutions with a culture that enables and encourages staff to work to develop relationships that create value with customers that encourage those customers to stay in those relationships. Relevant literature across a number of research paradigms is reviewed and an agenda for future research is discussed.
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Adapa, Sujana, and Fredy-Roberto Valenzuela. "Case Study on Customer’s Ambidextrous Nature of Trust in Internet Banking." In Advances in Marketing, Customer Relationship Management, and E-Services, 206–29. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4357-4.ch018.

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This case study provides information related to the Australian retail-banking sector and specifically about the electronic banking service delivery channels. As a Western nation, Australia is classified as a developed country with well-developed infrastructure, gross domestic product, per capita income, and economic status. A cross-sectional mall intercept survey was conducted in order to explore the trust related perceptions of the Australian consumers’ towards the internet banking service delivery channel. Trust is an important variable because of its high relevance to the success and/or failure of many businesses, products, and service offerings. Although there exists several benefits attached to the internet banking transactions, the survey carried out, indicates that there are a significant number of customers in Australia, who do not perform internet banking transactions due to lack of trust in the bank (or bank personnel or internet service delivery channel etc.). Consequently, results also indicate that a majority of the customers preferred to use internet banking transactions due to the trust that they have in carrying out these electronic banking methods. Therefore, this study provides information related to the ambidextrous nature of the trust component and how the aforesaid affects the consumer’s perception levels towards the adoption/non-adoption of internet banking in the Australian context. Moreover, this study provides results obtained through a cross-sectional mall intercept survey carried out in the Australian context and verbatim quotes obtained from the respondents in the form of open-ended comments. Furthermore, the implications related to bank managers, government, and policy-makers are presented.
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Ghandour, Ahmad, George L. Benwell, and Kenneth R. Deans. "Website Evaluation Criteria." In Measuring Organizational Information Systems Success, 253–75. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0170-3.ch013.

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There is often a need for business organisations to evaluate their current and potential website in order to maximize the payoffs from website investments. Current evaluative approaches for the performance of e-commerce websites do not adequately address owners’ concerns regarding the payoffs from their e-commerce investment. This chapter establishes criteria to evaluate e-commerce websites based on an owner’s perception rather than the customer’s perception. Drawing upon theories of communication, resource based view and process oriented approach, an evaluation framework of three dimensions is developed. The three dimensions are: website offer, usage, and payoff. These three dimensions are used to explain the performance of a website, culminating in a website evaluation model. Each dimension is a business process of the website that the organisation needs to monitor.
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Puga-Leal, Rogério, and Marta Ormazabal. "Service Capability Analysis as a Contribution to Co-Creation." In Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry, 133–53. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2084-9.ch007.

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Value co-creation emerges from the interaction between customers and firms, being the customer an active player in the established interaction. This brings the customers to the core of the measurement system, not allowing a traditional process capability analysis as usually performed. This chapter addresses the development of a service capability index, taking into account customer's expectations, customer's perceptions and service performance. This index is based on the “zone of tolerance” and it gives a perspective on value co-creation effectiveness. A methodology for converting perceived performance into real performance is proposed, including a procedure to assess the levels of adequate and desired service. An approach inspired on the Quality Function Deployment (QFD) is presented, promoting the ability for converting customer's expectations into operational terms and extending the methodology to situations with several customer's requirements and various operational characteristics. Different approaches are considered for outcome-related features and process-related features.
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Conference papers on the topic "Customer’s perception"

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Cai, Mingzhi, Erin N. Seligsohn, Zhinan Zhang, and Yan Wang. "Risk Perception and Product Safety in User-Centered Design." In ASME 2019 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2019. http://dx.doi.org/10.1115/detc2019-98371.

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Abstract When customers decide which product to buy, the perceived risks associated with the purchase are typically part of consideration. The customer’s purchase decision is directly related to the perceived risk about finance, safety, reputation, or others. It is important to incorporate the customer’s perception of risks in user-centered product design. Existing research of risk perception in product development focuses on the warning label design to ensure that consumers are aware of product safety and potential hazards. There is limited work on how to design the product itself with the consideration of risk factors. In this research, the effects of risk perception from consumers on design are studied. The results show that the perceived product safety by customers can be independent from objective measurements of risks. The perceptions are influenced by individual experiences, information obtained from government regulations and standards, as well as personal characteristics. Design variables related to the levels of comfort, aesthetics, and performance for automobile could affect the customers’ perception about vehicle safety.
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Basha, S. Rosan, and Dr C. Natarajan,. "Customer’s perception towards e-banking in India: an empirical study." In Annual International Conferences on Accounting and Finance. Global Science & Technology Forum (GSTF), 2012. http://dx.doi.org/10.5176/2251-1997_af87.

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Poirson, Emilie, Jean-Franc¸ois Petiot, Julien Be´nabe`s, Ludivine Boivin, and David Blumenthal. "Detecting Design Trends Using Perceptive Tests Based on an Interactive Genetic Algorithm." In ASME 2011 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2011. http://dx.doi.org/10.1115/detc2011-47923.

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To avoid flops, the control of the risks in product innovation and the reduction of the innovation cycles require valid and fast customer’s assessments. An Interactive Genetic algorithm is proposed for eliciting user’s perceptions concerning the shape of a product, in order to stimulate creativity and detecting design trends. Interactive users’ assessment tests are conducted on virtual products, for capturing and analyzing users’ responses. The IGA is interfaced with a CAD software (CATIA V5) and allows the creation in real time of a set of parameterized designs, which are presented iteratively by a graphical interface to the user for evaluation. After a description of the IGA, we present a study on the convergence of the IGA, according to the tuning parameters of the algorithm and the size of the design problem. An experiment was carried out with a set of 20 users on a particular product, table glasses. We describe the implementation of the perceptive tests and an analysis of the results. These results show how the IGA can be used to elicit user perception and detecting design trends.
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Yanagisawa, Hideyoshi, and Kenji Takatsuji. "Visual Expectation Effect on Tactile Texture: Toward Sensory Design Using Expectation Disconfirmation." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-70186.

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A surface texture is a common design factor that affects a customer’s sensory perception of product quality. Customers perceive a surface quality using multiple sensory modalities, for example, vision and touch, and switch them through an interaction with a product, for example, a transition from vision to touch. Between such sensory modality transitions, human beings often predict subsequent modal perceptions using a prior modality, for example, predicting the tactile quality of a product from its appearance before actually touching it. We believe that a disconfirmation between prediction using a modality and an experience using another modality affects a perceived quality. In this paper, we propose a method to evaluate the quality of a surface texture with attention to the effects of a disconfirmation between a prior visual prediction and posterior tactual experience. To identify the textural factors contributing to such an effect, we conducted a sensory evaluation experiment with combinations of visual and tactile texture samples that were synthesized using a half-mirror. We demonstrate the appropriateness of the method with analysis of the results of an experiment using fourteen plastic texture samples having different textures that are commonly used in a product design.
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Yanagisawa, Hideyoshi, Tamotsu Murakami, Shogo Noguchi, Koichi Ohtomi, and Rika Hosaka. "Quantification Method of Diverse Kansei Quality for Emotional Design: Application of Product Sound Design." In ASME 2007 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2007. http://dx.doi.org/10.1115/detc2007-34627.

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This paper proposes a quantification method of a product’s emotional quality, which we call kansei quality, with attention paid to its diversity to support the affective design. The customer’s sensitivity towards such a quality differs from person to person due to perception gaps and ambiguity. The proposed method helps the designer to grasp such diverse sensitivities of customers. In contrast to the conventional approach that aims to generalize human sensitivity using average results of sensory tests, the proposed method divides an emotional quality based on differences among the customers’ sensitivity. We apply the proposed method for designing a machine sound in which the designer deals with the sound quality as a kansei quality. We carry out an impression evaluation experiment on human subjects using existing product sounds. To demonstrate the effectiveness of the method, we compare the proposed method with the conventional approach using experimental results. The comparison results show the advantages of the method, such as the avoidance of meaningless average data caused by canceling out multiple different sensitivities. Based on the proposed method, we developed a prototype system that enables the designer to evaluate the kansei qualities of a created sound without conducting a sensory test.
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El-Dehaibi, Nasreddine, and Erin F. MacDonald. "Extracting Customer Perceptions of Product Sustainability From Online Reviews." In ASME 2019 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2019. http://dx.doi.org/10.1115/detc2019-98233.

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Abstract In order for a sustainable product to be successful in the market, designers must create products that are not only sustainable in reality, but are also sustainable as perceived by the customer — and reality vs. perception of sustainability can be quite different. This paper details a design method to identify perceived sustainable features (PerSFs) by collecting online reviews, manually annotating them using crowd-sourced work, and processing the annotated review fragments with a Natural Language machine learning algorithm. We analyze all three pillars of sustainability — social, environmental, and economic — for positive and negative perceptions of product features of a French press coffee carafe. For social aspects, the results show that positive PerSFs are associated with intangible features, such as giving the product as a gift, while negative PerSFs are associated with tangible features perceived as unsafe, like sharp corners. For environmental aspects, positive PerSFs are associated with reliable materials like metal while negative PerSFs are associated with the use of plastic. For economic aspects, PerSFs mainly serve as a price constraint for designers to satisfy other customer perceptions. We also show that some crucial sustainability concerns related to environmental aspects, like energy and water consumption, did not have a significant impact on customer sentiment, thus demonstrating the anticipated gap in sustainability perceptions and the realities of sustainable design, as noted in previous literature. From these results, online reviews can enable designers to extract PerSFs for further design study and to create products that resonate with customers’ sustainable values.
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Zhao, Zhojun, and Jairo Gutierrez. "Customer Service Factors Influencing Internet Shopping in New Zealand." In InSITE 2004: Informing Science + IT Education Conference. Informing Science Institute, 2004. http://dx.doi.org/10.28945/2837.

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Recent e-commerce failures caused by poor e-customer service have motivated many researchers to explore the factors that influence e-customer service quality, which leads to business-to-consumer (B2C) e-commerce success. The research reported in this paper explored the perceptions of a group of New Zealand e-customers and e-users about e-customer service and the influence of their perceptions on their attitudes towards Internet shopping. The study findings strongly indicate e-customers are only moderately satisfied with current e-customer service. Conversely, New Zealand e-users (i.e.: not yet “customers”) are discouraged from using the Internet for shopping due to issues such as credit card security, resistance to change, lack of physicality, hard-to-trust online vendors, and the perceived insecurity of payment systems. The study found that the motivators to Internet shopping are: goods returns and refunds policy, privacy protection, timely online service, ease of use, help and support facilities. Based on these findings, some recommendations on e-customer service for Internet shopping are presented.
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Forslund, Karin, Timo Kero, and Rikard So¨derberg. "Appearance FMEA: A Method for Appearance Quality Evaluation of Early Design Concepts." In ASME 2009 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2009. http://dx.doi.org/10.1115/detc2009-87161.

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For consumer products, early design stages are often concerned with the product’s industrial design, with primary focus on the consumer’s product experience. At this stage, aspects such as manufacturability and robustness are often not thoroughly taken into account. Industrial design concepts not properly suited for manufacture, assembly and process variability can result in final products in which the appearance intent is not satisfactorily realized. This can have a negative impact on the customer’s product quality perception. If such problems are discovered late in the product development process, late design changes and increased project costs may follow. The main difficulty in evaluating perceived quality aspects during industrial design is that the product is still under development. It is not mature enough to enable prediction of the prerequisites for achieving high manufacturing quality. In this paper, we suggest that concepts instead could be evaluated as far as the intrinsic tendency of the product appearance to support manufacturing variation and other noise factors. This is addressed through the concept of visual robustness: the ability of a product’s visual appearance to stimulate the same product experience despite variety in its visual design properties. Here, a method is suggested based on the Failure Modes and Effects Analysis (FMEA). The method follows a structured procedure for addressing appearance issues.
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Wagersten, Ola, Karin Forslund, Casper Wickman, and Rikard So¨derberg. "A Framework for Non-Nominal Visualization and Perceived Quality Evaluation." In ASME 2011 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2011. http://dx.doi.org/10.1115/detc2011-48270.

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Perceived Quality clusters different aspects that influence the customer’s perception of non-functional quality on a product that are perceive through senses. All together those aspects and the harmony between them reflect the producer’s ability to control product parameters and thereby also mirror the functional quality of the product. High Perceived Quality cannot be added to the product at the end of the developing process. Project prerequisites, system solution, factory capability etc. are criterion to succeed. Therefore, it is important to be able to evaluate Perceived Quality early in the process when product system solutions and architecture are defined, although data maturity is low. This paper presents a comprehensive framework to manage and support evaluation of Perceived Quality aspects in a product development process. The framework is based on an industrial process in combination with recent research within the field. The framework focuses on activities that can be performed at different stages in the developing process based on maturity of the CAD or styling data. For example, if the styling data is divided into different components by split-lines it has reached higher level of maturity then styling data that not has been divided. Consequently, the choice of applied method is based on data maturity, regardless phase in the developing process. The framework contains methods based on several different simulation and analysis techniques. Design methods, Computer-Aided Tolerancing and FEA based non-rigid variation simulation are represented in the framework.
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ANDO, Takuo, and Hikaru MAKINO. "HOW CUSTOMER EXPERIENCE ARE TRANSMITTED TO CUSTOMERS? : INVESTIGATION INTO DESIGNER’S ATTITUDE AND CUSTOMER PERCEPTION IN SERVICE DESIGN." In Bridging Asia and the World: Global Platform for Interface between Marketing and Management. Global Alliance of Marketing & Management Associations, 2016. http://dx.doi.org/10.15444/gmc2016.07.08.03.

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Reports on the topic "Customer’s perception"

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Lee, Jung Eun, and Leslie Stoel. The Effect of Price Discount Disconfirmation on Customers’ Perceptions. Ames: Iowa State University, Digital Repository, 2014. http://dx.doi.org/10.31274/itaa_proceedings-180814-940.

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Dabas, Chitra Srivastava, Sarah McCracken, Karina Romero, and Sarah Chung. Changing Needs of Millennial Customers: Role of social responsibility perception and Instagram engagement in determining purchase intention. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-360.

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McPhedran, R., K. Patel, B. Toombs, P. Menon, M. Patel, J. Disson, K. Porter, A. John, and A. Rayner. Food allergen communication in businesses feasibility trial. Food Standards Agency, March 2021. http://dx.doi.org/10.46756/sci.fsa.tpf160.

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Background: Clear allergen communication in food business operators (FBOs) has been shown to have a positive impact on customers’ perceptions of businesses (Barnett et al., 2013). However, the precise size and nature of this effect is not known: there is a paucity of quantitative evidence in this area, particularly in the form of randomised controlled trials (RCTs). The Food Standards Agency (FSA), in collaboration with Kantar’s Behavioural Practice, conducted a feasibility trial to investigate whether a randomised cluster trial – involving the proactive communication of allergen information at the point of sale in FBOs – is feasible in the United Kingdom (UK). Objectives: The trial sought to establish: ease of recruitments of businesses into trials; customer response rates for in-store outcome surveys; fidelity of intervention delivery by FBO staff; sensitivity of outcome survey measures to change; and appropriateness of the chosen analytical approach. Method: Following a recruitment phase – in which one of fourteen multinational FBOs was successfully recruited – the execution of the feasibility trial involved a quasi-randomised matched-pairs clustered experiment. Each of the FBO’s ten participating branches underwent pair-wise matching, with similarity of branches judged according to four criteria: Food Hygiene Rating Scheme (FHRS) score, average weekly footfall, number of staff and customer satisfaction rating. The allocation ratio for this trial was 1:1: one branch in each pair was assigned to the treatment group by a representative from the FBO, while the other continued to operate in accordance with their standard operating procedure. As a business-based feasibility trial, customers at participating branches throughout the fieldwork period were automatically enrolled in the trial. The trial was single-blind: customers at treatment branches were not aware that they were receiving an intervention. All customers who visited participating branches throughout the fieldwork period were asked to complete a short in-store survey on a tablet affixed in branches. This survey contained four outcome measures which operationalised customers’: perceptions of food safety in the FBO; trust in the FBO; self-reported confidence to ask for allergen information in future visits; and overall satisfaction with their visit. Results: Fieldwork was conducted from the 3 – 20 March 2020, with cessation occurring prematurely due to the closure of outlets following the proliferation of COVID-19. n=177 participants took part in the trial across the ten branches; however, response rates (which ranged between 0.1 - 0.8%) were likely also adversely affected by COVID-19. Intervention fidelity was an issue in this study: while compliance with delivery of the intervention was relatively high in treatment branches (78.9%), erroneous delivery in control branches was also common (46.2%). Survey data were analysed using random-intercept multilevel linear regression models (due to the nesting of customers within branches). Despite the trial’s modest sample size, there was some evidence to suggest that the intervention had a positive effect for those suffering from allergies/intolerances for the ‘trust’ (β = 1.288, p<0.01) and ‘satisfaction’ (β = 0.945, p<0.01) outcome variables. Due to singularity within the fitted linear models, hierarchical Bayes models were used to corroborate the size of these interactions. Conclusions: The results of this trial suggest that a fully powered clustered RCT would likely be feasible in the UK. In this case, the primary challenge in the execution of the trial was the recruitment of FBOs: despite high levels of initial interest from four chains, only one took part. However, it is likely that the proliferation of COVID-19 adversely impacted chain participation – two other FBOs withdrew during branch eligibility assessment and selection, citing COVID-19 as a barrier. COVID-19 also likely lowered the on-site survey response rate: a significant negative Pearson correlation was observed between daily survey completions and COVID-19 cases in the UK, highlighting a likely relationship between the two. Limitations: The trial was quasi-random: selection of branches, pair matching and allocation to treatment/control groups were not systematically conducted. These processes were undertaken by a representative from the FBO’s Safety and Quality Assurance team (with oversight from Kantar representatives on pair matching), as a result of the chain’s internal operational restrictions.
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Adsit, Sarah E., Theodora Konstantinou, Konstantina Gkritza, and Jon D. Fricker. Public Acceptance of INDOT’s Traffic Engineering Treatments and Services. Purdue University, 2021. http://dx.doi.org/10.5703/1288284317280.

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As a public agency, interacting with and understanding the public’s perspective regarding agency activities is an important endeavor for the Indiana Department of Transportation (INDOT). Although INDOT conducts a biennial customer satisfaction survey, it is occasionally necessary to capture public perception regarding more specific aspects of INDOT’s activities. In particular, INDOT needs an effective way to measure and track public opinions and awareness or understanding of a select set of its traffic engineering practices. To evaluate public acceptance of specific INDOT traffic engineering activities, a survey consisting of 1.000 adults residing within the State of Indiana was conducted. The survey population was representative in terms of age and gender of the state as of the 2010 U.S. Census. The survey was administered during the months of July and August 2020. Public awareness regarding emerging treatments not currently implemented in Indiana is low and opposition to the same new technologies is prominent. Older or female drivers are less likely to be aware of emerging treatments, and older drivers are more likely to oppose potential implementation of these treatments. Although roundabouts are commonplace in Indiana, multi-lane roundabouts remain controversial among the public. Regarding maintenance and protection of traffic during work zones and considering full or partial roadway closure, public preference is for partial closure; this preference is stronger in rural areas. The public equally agrees and disagrees that INDOT minimizes construction related traffic delays. Approximately 76% of Indiana drivers believe themselves to above average drivers, while an additional 23% believe themselves to be average. Driver perceptions of average highway speeds speed are not aligned with posted speed limit as the perceived average speed on Indiana’s urban freeways and rural and urban state highways is considerably higher than the actual speed limit.
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HOW A HAPPY FACE STICKER IMPROVES PERCEPTION OF THE CUSTOMER SERVICE EXPERIENCE. IEDP Ideas for Leaders, April 2017. http://dx.doi.org/10.13007/655.

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