Relevant bibliographies by topics / Customer's satisfaction

Contents

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

Academic literature on the topic 'Customer's satisfaction'

Author: Grafiati
Published: 4 June 2021
Last updated: 11 February 2022

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Journal articles on the topic "Customer's satisfaction"

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Larosa, Michael, Eva Vestyne Lenty Halawa, Ajeng Prapti Astuti, Triyanti Purba, and Wirda Lilia. "Pengaruh Produk, Harga, dan Kepuasan Konsumen terhadap Keputusan Pembelian Konsumen di Toko Projeksus." Ekonomis: Journal of Economics and Business 5, no. 1 (March 20, 2021): 314. http://dx.doi.org/10.33087/ekonomis.v5i1.325.

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Customer's purchase decision is company's hope to sell product. To persuade customers to buy, company is willing to give the best quality of their product, also to give the special price, and to give maximum satisfaction to the customer. Therefore, this research was conducted to know the effect of product quality, price, and customer's satisfaction on customer's purchase decision partially and simultaneously. This research's method is quantitative descriptive analysis. The population are 258 customers who bought company's product, then become 72 repondents by the Slovin formula as samples. We use F test, T test, multiple linear regression, and classic assumption test as data analysis techniques using SPSS version 20 program. Data results show that partially, product quality and price have significant effect on customer's purchase decision. While customer's satisfaction doesn't have significant effect on customer's purchase decisions. Simultaneously, product quality, price, and sarisfaction have significant effect on customer's purchase decision. Customer's purchase decision can be explained by product quality, price, and customer's satisfaction by 46,50%, the rest 53,50% is explained by other variables that are not being researched.
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Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (October 25, 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.

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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
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Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (August 16, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.564.

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This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.
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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (February 19, 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.

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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Suhendra, Asep Dony. "Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang." Jurnal Studi Manajemen dan Bisnis 5, no. 1 (January 31, 2020): 56–63. http://dx.doi.org/10.21107/jsmb.v5i1.6618.

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Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .
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Kurniyanta, Aan, Tatik Amani, Siti Maria Wardayati, and Muhammad Saleh. "The Effect of Tangible Service Quality on The Performance of The Regional Office of Directorate General of State Assets Management West Kalimantan." GATR Journal of Business and Economics Review 2, no. 1 (March 8, 2017): 01–12. http://dx.doi.org/10.35609/jber.2017.2.1(1).

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Objective - The objective of this study was to test and analyze the public sector performance from the customer perspective. This research is to see that Directorate General of State Assets Management (DJKN) can determine the factors that influence its performance, and consistently maintain the performance that its provider. Moreover, it also aims to examine and analyze the effect of tangible service quality to public sector performance using multiple regression analysis to test the hypothesis. Methodology/Technique - This study uses purposive sampling method and obtained 58 respondents who are clients of DJKN Regional Office of West Kalimantan as the study sample. The data used is primary data collected through questionnaires. Findings - The results showed that the service time and the conditions of the office or facilities significantly affect the customer's satisfaction. While the service procedures, the cost of service, and the service staff did not significantly affect the customer's satisfaction. Novelty - The implication of this study is the DJKN Regional Office in improving the performance requires improvement in some aspects related to the customer's perspectives to improve the satisfaction of the customers which can encourage the achievement of better performance. Type of Paper: Empirical Keywords: Public Sector Performance; Customer Perspective; Tangible Service Quality; Customer's Satisfaction. JEL Classification: H83, M40.
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (January 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr. "Critical Service Encounters: The Employee's Viewpoint." Journal of Marketing 58, no. 4 (October 1994): 95–106. http://dx.doi.org/10.1177/002224299405800408.

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In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounters from the contact employee's point of view. Drawing on insights from role, script, and attribution theories, 774 critical service encounters reported by employees of the hotel, restaurant, and airline industries are analyzed and compared with previous research. Results generally support the theoretical predictions and also identify an additional source of customer dissatisfaction—the customer's own misbehavior. The findings have implications for business practice in managing service encounters, employee empowerment and training, and managing customers.
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Jahan, Noor Firdoos, and Hadi Salah Abdurrahman Atiat. "The Influence of Marketing Communication Tools on Customers’ Satisfaction Towards Mobile Phone Service Provider Companies in Jordan." Journal of Business and Management Studies 3, no. 1 (May 27, 2021): 58–65. http://dx.doi.org/10.32996/jbms.2021.3.1.6.

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The current study aims to identify the influence of marketing communications tools to achieve customer's satisfaction towards mobile phone service provider companies in Jordan by activating the marketing communications tools to achieve customer's satisfaction and identify the extent of its effectiveness on the mobile phone companies. In this study, the researcher used the descriptive and analytical approach method to describe the phenomenon in question, which evaluates the role of marketing communications tools to achieve customer's satisfaction concerning the mobile phone service providers' companies in the Hashemite Kingdom of Jordan. However, the study population represents all the companies of mobile phone service providers in the Hashemite Kingdom of Jordan, which reached the end of 2019; (3) companies, namely, Zain Jordan Telecommunication Company, Orange Jordan Telecommunication Group, and Umniah Telecommunication Company. Taking into account the limited number of telecommunications companies in Jordan, notably, all telecommunications companies were taken by a comprehensive survey. Accordingly, the study sample represented two categories. The sampling and analysis unit included customers of mobile phone service providers’ companies in the Hashemite Kingdom of Jordan. Meanwhile, the researcher has distributed (600) questionnaire on the study sample individuals who are customers of mobile phone service providers’ companies in the Hashemite Kingdom of Jordan. The study results showed a significant impact of the marketing communication tools on Jordanian mobile phone service provider companies’ customer satisfaction, from customers’ point of view.
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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (November 2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.

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Dissertations / Theses on the topic "Customer's satisfaction"

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MOULIN, Arnaud. "Improvement of customer's satisfaction in aviation industries." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-33448.

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This aim of our scientific article is analysing how aviation industries can improve their customer’s satisfaction based on Kano Model. In fact, we noted in this article that there is no interaction found between « attractive » and « one dimensional » attributes. That’s why the Kano model shows us that it’s important to achieve the performance of « must be » attributes before achieving a best performance possible in « one-dimensional » attributes or « attractive » ones. We are going to introduce a solution to improve the Kano model regarding to the aviation industry.
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Lövstrand, Christoffer, and Daniel Nilsson. "Kitchen Worktop Expectations." Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-29298.

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IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.
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Severt, Denver E. "The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction." Diss., Virginia Tech, 2002. http://hdl.handle.net/10919/27191.

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The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on service recovery after a service failure, providing insufficient information about how the justice experienced in a service encounter affects a customer's satisfaction level. Proactive and reactive service recovery research abounds; service failures have overshadowed service success. This is the first empirical research to investigate across service outcomes the effects 1) of interactional, distributive, and procedural justice on overall justice and customer satisfaction and 2) of overall justice on customer satisfaction. The theoretical model of the customer's path to loyalty adapts previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. It is a simplified version of the author's in-work conceptual model. The theoretical model has conceptual and practical value to researchers and service company executives. It considers all possible service encounter types and the heterogeneity of outcomes. It is supported by attribution and equity theories (the underpinnings of customer's justice judgments) and by behavioral intentions research. A cross-sectional written survey was used to gather data relevant to the eight hypotheses proposed and shown on the measurement model. Sixty percent of the 302 respondents recalled satisfying service encounters and 40% recalled dissatisfying service encounters. MANOVA testing supported the hypothesis of a positive relationship for extant prior experience to each of the justice constructs. The tested path analysis model showed direct and positive effects for the justice constructs on overall justice and customer satisfaction and for overall justice on customer satisfaction. When providers fairly address the people, outputs, and processes in service transactions, expectations are more likely to be met, delight is possible, and trust and commitment, possibly even loyalty, may arise. Disappointment and disconfirmation resulting from gaps in performance expectations can lead to non-attritive defection and lost profits. This research provides practical information that can lead to a better understanding of customers' evaluation methods and be used to guide the formation of improved service strategies that provide justice, a key to satisfaction.
Ph. D.
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Kassir, Ali Mohamad. "The impact of brand awareness on customer's behavioral response and satisfaction : case study : global alliance brand "Sky Team"." Thesis, Angers, 2017. http://www.theses.fr/2017ANGE0083.

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La présente recherche examine l'effet de la prise de conscience de l'alliance aérienne mondiale sur la satisfaction des passagers ainsi que les facteurs qui ont influencé leurs intentions et leurs réponses comportementales et leur niveau de satisfaction. En outre, l'étude étudie et identifie la corrélation existante entre la prise de conscience de la marque et le niveau de qualité du service attendu, le risque perçu. L'étude compare la prise de conscience par les voyageurs de la marque aérienne (Middle East Airlines-MEA) par rapport à la marque de l'alliance aérienne (Sky team). La recherche empirique pour soutenir l'hypothèse proposée utilise des méthodes d'enquête et des entrevues pour développer et tester l'impact de la prise de conscience du niveau global de satisfaction des passagers de la marque aérienne globale. Diverses hypothèses ont été formulées pour réaliser les objectifs de la recherche. Afin de formuler les hypothèses du chercheur, le chercheur a utilisé la méthode déductive concernant les groupes d'attitudes et de perceptions de la marque par les passagers. Le chercheur a également mené une étude qualitative pour exprimer et stimuler les perceptions de la marque dans l'esprit du consommateur. Les réponses au questionnaire et les réponses aux entrevues ont été comparées avec la littérature pour vérifier le sujet. Les hypothèses ont été utilisées pour tester différentes variables et pour couvrir les aspects suivants : la notoriété de la marque, le risque perçu, la satisfaction, la qualité du service, la volonté de recommander, la volonté de payer et l'intention d'être fidèles. Les résultats ont été analysés quantitativement en utilisant SPSS et des entretiens qualitatifs en utilisant Nvivo Software. Nous avons effectué une analyse critique de diverses recherches dans la littérature sur la satisfaction du passager, la qualité du service et la notoriété de la marque, en particulier dans l'industrie du transport aérien. Le cadre a été structuré en fonction des dimensions des différentes variables révélées dans la littérature. Les variables modérées, médiatrices, dépendantes et indépendantes ont été liées dans le modèle proposé
The present research examines the effect of awareness of global airline alliance on passenger‘s satisfaction as well as the factors that have influenced their intentions, behavioral responses, and their satisfaction level. In addition, the study investigates and identifies the existing correlation between the awareness of the brand, the level of expected service quality, and perceived risk. Furthermore, the study also compares traveler‘s awareness of the airline brand (Middle East Airlines- MEA) with that of the alliance brand (Sky team). The empirical research to support the proposed hypothesis uses survey methods and interviews to develop and test the impact of consciousness of global airline brand overall passengers' satisfaction level. Moreover, various hypotheses were formulated to realize the objectives of the research. And so, the researcher used deductive method concerning the groups of passenger‘s attitudes and perceptions of the brand. The researcher also conducted a qualitative study to express and stimulate the perception of the brand in the consumer's mind. The hypotheses were used to test different variables and to cover the following aspects : brand awareness, perceived risk, satisfaction, service quality, willing to recommend, willing to pay, and intension to be loyal. The results were quantitatively analyzed by using SPSS and qualitative interviews by using Nvivo Software. We have done critical analysis of various researches in the literature regarding passenger‘s satisfaction, the quality of the service, and brand awareness, specifically in the airline industry. The framework was structured based on the dimensions of different variables revealed from the literature. Moderating, mediating, dependent, and independent variables have been linked in the proposed model
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Endrle, Pavel. "Analýza spokojenosti zákazníků a návrhy na zvýšení její úrovně." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223105.

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This master's thesis analyzes customer satisfaction of specific company and defines the methods and recommendations for improvement based on this analysis. Theoretical part is aimed at describing methods used in the analysis of satisfaction, which are then used for main research in the practical part of thesis. Methods and actions designed to increase customer's satisfaction based on main analysis of described company are proposed in practical part of thesis.
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Silva, Rossandra Martins da. "A utilização de pesquisa de satisfação de clientes como ferramenta de apoio na formulação de estrategias gerenciais orientadas para o mercado : estudo em uma fábrica de termoplásticos." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2004. http://hdl.handle.net/10183/5013.

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A eficácia da estratégia de uma empresa é decidida, em última análise, pela maneira como os consumidores a percebem. Resultados operacionais, tais como vendas e lucros, são medidas que dependem do nível de valor agregado criado para os consumidores. Quanto mais alto esse valor, tanto melhor a estratégia. A vantagem competitiva se atinge criando mais valor que os concorrentes e o valor é definido pela percepção do consumidor. Esse trabalho tem por objetivo formular estratégias competitivas para o negócio de Poliuretano Termoplástico, na empresa FCC Fornecedora. O método de trabalho utilizado consistiu, inicialmente, na realização de uma pesquisa de satisfação de clientes. A seguir foi realizada a identificação das fragilidades e potencialidades do negócio, através da avaliação dos ambientes interno e externo, visando assim, à identificação de um conjunto de ações de melhoria coerentes às perspectivas do mercado. Através da utilização de uma matriz importância versus desempenho, a qual foi elaborada antes e após a implementação das ações, foi possível identificar que os atributos relacionados à qualidade e flexibilidade apresentaram significativo incremento em desempenho.
Efficacy of a corporation's strategy, at last, may be decided by the perception of the customers. Operational results, as profits or sales, are measurements that depend on the level of the psychological value transmitted to costumers. The higher this value, the better the strategy. Competitive advantages are accomplished through the creation of higher values than the competitors, and the value is defined by the perception of the costumers. The objective of this work is to implement strategies for the Thermoplastic Polyurethane business from FCC Fornecedora. The methodology initially applied was the customer satisfaction research. After that, were identified the fragilities and potentialities of the business, evaluating the internal and external environment, to find a set of actions or strategies that must be coherent with the market perspectives.Using a matrix importance vs. performance, before and after the implementation of that set of actions, was possible to identify the attributes related to quality and flexibility that present increase in corporation's performance.
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Edwards, Vicki. "An investigation of service delivery the difference between front-line employees' and customer's perception of the service delivery within the New Zealand real estate industry : thesis submitted to Auckland University of Technology in partial fulfilment of the degree of Master of Business, 2004." Full thesis. Abstract, 2004.

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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.
Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
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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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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]
Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.
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Books on the topic "Customer's satisfaction"

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25 management lessons from the customer's side of the counter. Chicago: Irwin Professional, 1992.

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McNealy, Roderick M. Making customer satisfaction happen: A strategy for delighting customers. London: Chapman & Hall, 1994.

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

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McNealy, Roderick M. Making customer satisfaction happen: A strategy for delighting customers. Boston: Kluwer Academic, 1998.

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Goldstein, Sheldon D. Superior customer satisfaction and loyalty: Engaging customers to drive performance. Milwaukee, Wis: ASQ Quality Press, 2009.

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Superior customer satisfaction and loyalty: Engaging customers to drive performance. Milwaukee, Wis: ASQ Quality Press, 2009.

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Goldstein, Sheldon D. Superior customer satisfaction and loyalty: Engaging customers to drive performance. Milwaukee, Wis: ASQ Quality Press, 2009.

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Research, Inc VLSI. Customer satisfaction report. San Jose, CA: VLSI Research, 2001.

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

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Grigoroudis, Evangelos, and Yannis Siskos. Customer Satisfaction Evaluation. Boston, MA: Springer US, 2010. http://dx.doi.org/10.1007/978-1-4419-1640-2.

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Book chapters on the topic "Customer's satisfaction"

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Grigoroudis, Evangelos, and Yannis Siskos. "Introduction." In Customer Satisfaction Evaluation, 1–20. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_1.

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Grigoroudis, Evangelos, and Yannis Siskos. "Basic Methodological Approaches." In Customer Satisfaction Evaluation, 21–51. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_2.

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Grigoroudis, Evangelos, and Yannis Siskos. "Other Methodological Approaches." In Customer Satisfaction Evaluation, 53–90. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_3.

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Grigoroudis, Evangelos, and Yannis Siskos. "MUSA: Multicriteria Satisfaction Analysis." In Customer Satisfaction Evaluation, 91–121. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_4.

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Grigoroudis, Evangelos, and Yannis Siskos. "Extensions of the MUSA Method." In Customer Satisfaction Evaluation, 123–48. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_5.

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Grigoroudis, Evangelos, and Yannis Siskos. "Advanced Topics on the MUSA Method." In Customer Satisfaction Evaluation, 149–69. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_6.

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Grigoroudis, Evangelos, and Yannis Siskos. "Customer Satisfaction Surveys and Barometers." In Customer Satisfaction Evaluation, 171–216. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_7.

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Grigoroudis, Evangelos, and Yannis Siskos. "Applications in Business Organizations." In Customer Satisfaction Evaluation, 217–62. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_8.

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Grigoroudis, Evangelos, and Yannis Siskos. "Customer Satisfaction and Information Systems." In Customer Satisfaction Evaluation, 263–85. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_9.

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Bosnjak, Michael. "Customer Satisfaction." In Encyclopedia of Quality of Life and Well-Being Research, 1409–12. Dordrecht: Springer Netherlands, 2014. http://dx.doi.org/10.1007/978-94-007-0753-5_653.

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Conference papers on the topic "Customer's satisfaction"

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Wang, Jing. "From Customer Satisfaction to Emotions: Alternative Framework to Understand Customer's Post-consumption Behavior." In 2012 International Joint Conference on Service Sciences (IJCSS). IEEE, 2012. http://dx.doi.org/10.1109/ijcss.2012.11.

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Fitantri, Amelia, Adha Iqbal Madhani, and Sekar Widiastuti. "ASSESSMENT OF CUSTOMER'S SATISFACTION ON BAGGAGE HANDLING SERVICE AT SOEKARNO-HATTA INTERNATIONAL AIRPORT." In Global Research on Sustainable Transport (GROST 2017). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/grost-17.2018.48.

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Marang, Ukrit. "The Affecting Factors Of Customer's Satisfaction For SMEs / E-Commerce Websites in Chiang Mai." In The 9th International Conference on Advanced Communication Technology. IEEE, 2007. http://dx.doi.org/10.1109/icact.2007.358460.

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Fukuda, Shuichi. "Customer Productivity: A Measure for Product and Process Development With Customers." 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/detc2012-70628.

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Although workforce productivity is widely used today, production is quickly moving toward product and process development with customers. Creative customers would like to get more and more involved in product development and furthermore, they would like to get satisfaction not only from the final product but from the processes as well. So we have to introduce a new measure for productivity, which focuses more on how much satisfaction a customer obtains from production. So the new definition of productivity in this sense will be: Customer productivity = Amount of satisfaction / Customer’s psychological time and money (physical and virtual involvement in production) This is different from the current customer satisfaction. Current one is focused on how much satisfaction a customer will have for a final product. This is a definition from the standpoint of the producer. The new definition is from the standpoint of the customer. This paper points out that if we introduce Mahalanobis Taguchi System, such a measure can be established and we can introduce a new metric for measuring customer’s satisfaction for the new type of prosumer system or co-production.
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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura, and Tamio Arai. "A Customers’ Value Model for Sustainable Service Design." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from the viewpoint of the customer. However, customers’ criteria for evaluating services are easily affected by the quality of service that they receive. To ensure a successful relationship with customers, it is necessary to take into account changes in the customers’ criteria in the design stage. From the marketing side, on the other hand, several approaches have been utilized to ascertain such changes. This paper applies the methods proposed from the marketing perspective to service elements from the engineering design perspective. Furthermore, we propose a model to express the changes in a customer’s evaluation criteria that are brought about by the quality of service that the customer received. The proposed method is verified through its application to a practical case.
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Yamamoto, Satoshi, Koji Kimita, and Yoshiki Shimomura. "An Importance Decision Method of Customers’ Demands for Highly Public Service." In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-29031.

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General service designs focus on specific customers. However, because of the diversity of customer demands, it is difficult to design a public service that addresses the demands of all customers. To achieve maximum customer satisfaction, it is imperative to summarize the demands of various customers and design a service by considering customers belonging to different categories. This study aims at realizing a service design by considering different customer groups. In particular, we propose a method that enables service design by considering groups of various customers and minimizing customer dissatisfaction by adopting a group-decision-making approach [1–4].
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Hong, G., L. Hu, D. Xue, Y. L. Tu, and Y. L. Xiong. "Design for Customer Satisfaction in One-of-a-Kind Production Environment." In ASME 2006 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2006. http://dx.doi.org/10.1115/detc2006-99325.

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This research addresses the issues to identify the optimal product configuration and its parameters based on the requirements of customers on performance and costs of products in one-of-a-kind production (OKP) environment. In this work, variations of product configurations and parameters in an OKP product family are modeled by an AND-OR tree and parameters of the nodes in this tree. Different product configurations with different parameters are evaluated by performance and cost measures. These evaluation measures are converted into comparable customer satisfaction indices using the non-linear relations between the evaluation measures and the customer satisfaction indices. The optimal product configuration and its parameters with the maximum overall customer satisfaction index are identified by genetic programming and constrained optimization.
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Martí Bigorra, Anna, and Ove Isaksson. "Integration of Customer-Product Interaction Into Quality Function Deployment." In ASME 2016 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2016. http://dx.doi.org/10.1115/detc2016-59992.

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Customer satisfaction is used by many companies as a key performance indicator and it is strategically important to be able to define design requirements that contribute to customer satisfaction when setting targets. For highly complex products such as vehicles, target setting is an evolving process based on continually changing internal and external requirements. Quality Function Deployment (QFD) is a method that provides a structured approach for incorporating customer needs into the product development process. However, in addition to product targets, product usage proficiency also contributes to customer satisfaction. Customers often do not read manuals; they learn by trying things out and sometimes the use of the product ends up outside the expected acceptable range of the designers, delivering to the customer low product performance. The intention of this article is therefore to gain a deeper understanding of the customer by analyzing customer-product interaction of customer products and integrating it into QFD to identify the most interesting design requirements to improve customer satisfaction when developing products that are comparable to the ones lunched in the market. The proposed method facilitates designer awareness of target population before re-designing an existing product and it helps designers to set a starting point to improve usage proficency for each customer by providing individualized feedback.
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Naumann, Thomas, Hans-Jo¨rg Speck, Sa´ndor Vajna, and Arnold vom Ende. "Relationship Between Process and Product Structures: A New and Flexible Approach for an Integrated Dynamic Process Management." In ASME 2002 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2002. http://dx.doi.org/10.1115/detc2002/cie-34388.

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Today’s value chain products are an important drive of our society. Every product live cycle culminates in satisfaction of a customer need or as a part of other processes or services for the next customers needs.
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Kaytancı, Bengül Gülümser, Etem Hakan Ergeç, and Metin Toprak. "Satisfactions of Islamic Banks’ Costumers: The Case of Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00642.

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Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.
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Reports on the topic "Customer's satisfaction"

1

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

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Davis, Jamie. Measuring Air Force Contracting Customer Satisfaction. Fort Belvoir, VA: Defense Technical Information Center, December 2015. http://dx.doi.org/10.21236/ada632273.

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Davis, Kathryn M. Running Head: Improving Pharmacy Customer Satisfaction. Fort Belvoir, VA: Defense Technical Information Center, June 2006. http://dx.doi.org/10.21236/ada473548.

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none,. Impacts of Energy Efficiency Programs on Customer Satisfaction. Office of Scientific and Technical Information (OSTI), November 2011. http://dx.doi.org/10.2172/1219688.

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Cleland, Francis. 1999 Transit Customer Satisfaction Index for Florida Transit Properties. Tampa, FL: University of South Florida, October 2000. http://dx.doi.org/10.5038/cutr-nctr-rr-2000-06.

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Anderson, Dale N., and Mardell L. Sours. Customer Satisfaction Assessment at the Pacific Northwest National Laboratory. Office of Scientific and Technical Information (OSTI), March 2000. http://dx.doi.org/10.2172/965180.

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Fafara, Richard. Operation Joint Endeavor/Guard. 1997 MWR Customer Satisfaction Survey. Fort Belvoir, VA: Defense Technical Information Center, April 1998. http://dx.doi.org/10.21236/ada348340.

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DN Anderson and ML Sours. Customer satisfaction assessment at the Pacific Northwest National Laboratory. Office of Scientific and Technical Information (OSTI), March 2000. http://dx.doi.org/10.2172/752572.

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Anderson, A. V., and D. P. Henderson. Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey. Office of Scientific and Technical Information (OSTI), April 1996. http://dx.doi.org/10.2172/224279.

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Michelson, Brenda. American Customer Satisfaction Suffers Its Biggest Drop in Seven Years. Boston, MA: Patricia Seybold Group, March 2005. http://dx.doi.org/10.1571/psgp3-3-05cc.

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