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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 proposéThe 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
Unrestricted
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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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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.
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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values between the different groups in the demographic aspectsI dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.
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Miazee, Md Hossen, and Md Mostafizur Rahman. "E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh." Thesis, Mittuniversitetet, Institutionen för samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-13615.
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In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision. In this study, service quality is to be explored as the most important influential service quality factors of online purchasing that affects consumer satisfaction and makes their purchasing decision. The study begins with the earlier literature review to identify the influential service quality factors that affect customer satisfaction and to focus on other study area. Five e-service quality dimension were investigated the online shopping or purchasing in order to explore the influential factors of service quality and customer satisfaction. Quantitative research approach was applied to get better understanding of the present issue. Moreover, a small quantitative online survey was conducted on the random sample respondents. Data presentation and analysis were done by using the SPSS windows software. Finally, the discussion and conclusion were illustrated by finding of research question’s answers. Hence, the e-service quality factors i.e., efficiency, fulfilment, reliability, privacy and responsiveness was found to be the core service quality factors in online purchasing.
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Amarsanaa, Bolor, and Joshua Anjorin. "Mobile Marketing : Study of ICA - Correlation between mobile marketing and customer loyalty." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-11766.
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ABSTRACT Title: Mobile Marketing: Study of ICA – Correlation between mobile marketing and customer loyalty Level: Master Degree in Business Administration Authors: Bolor Amarsanaa and Joshua Anjorin Supervisor: Ernst Hollander Date: 2012 – January Aim: Having loyal customers is a key for successful organizations. There is increased complexity and competitiveness in the market place as regards to what companies need to do and how to do them in meeting the needs of customers. Is that why companies today are exploring the potentials of mobile phones to ultimately earn customers’ loyalty? However, there is not much research done in this area, especially in finding correlation between mobile marketing and customer loyalty. Thus, this research aims to examine correlation between mobile marketing and customer loyalty. Method: Data collection methods included literature reviews, a questionnaire and interviews. These were analysed by hypothesising, comparing with theories, and the use of descriptive analysis, correlation, and other methods presented as discussions, tables, and charts. Results & Conclusions: The theoretical and empirical research findings show that customer loyalty is positively related with mobile marketing. Use of mobile marketing such as mobile application, mobile web and SMS can perhaps enhance customer loyalty by meeting the demand of customers; increasing interaction and communication with customers; and increasing customer satisfaction. However, due to the research limitations and due to the fact that mobile marketing is a relatively new field of study, it needs some more time and more extensive research to make a general assumption about relationship between them and the strength of such relationship. Suggestions for future research: For further research, more extended research with broader samples is essential. It will be also crucial to investigate how much of an effect mobile marketing has on customer loyalty by scrutinizing company’s cost and profit measurements of mobile marketing besides opt-in and opt-out measurements of customers. Contribution of the thesis: We hope that this research has scratched the surface to this new field of study and made an addition to existing theory. It also stirs up interests in the emerging research on mobile marketing’s untapped potentials. Key words: Mobile Marketing, Customer loyalty, mobile phone, customer satisfaction, communication with customers.
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Janawade, Vikrant. "Evaluation par le consommateur des services offerts par des réseaux de firmes : valeur perçue, satisfaction et comportement dans le contexte des alliances aériennes." Thesis, Aix-Marseille, 2014. http://www.theses.fr/2014AIXM2010.
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Cette thèse explore la perception par les consommateurs de services offerts par des firmes organisées en réseau. De nos jours, les clients sont confrontés de plus en plus à des situations de service complexes bien différentes des situations simples analysées traditionnellement par le marketing et le management des services (un seul service délivré par une entreprise bien identifiée et choisie par le client). Les entreprises de services ont évolué vers des offres de plus en plus complexes et riches (« fleurs de services », « bouquets » ou « constellations ») dans lesquelles le client se voit proposer des offres intégrant plusieurs prestataires, parfois mal identifiables. Le choix du client gagne en simplicité mais perd en liberté et l'on sait peu de choses sur les conséquences que cela peut avoir sur son comportement ultérieur. L'hypothèse centrale est qu'à la suite d'une expérience de ce type de service, le client opère une synthèse en termes de valeur perçue du réseau, et que cela détermine largement son comportement ultérieur. Une enquête par questionnaire menée dans le contexte des alliances aériennes, confirme que cette hypothèse peut être acceptée. Les alliances globales formées par les compagnies aériennes constituent un terrain d'observation privilégié car les services sont offerts aux clients à la fois par des compagnies de transport indépendantes et par une organisation commune assurant la coopération et la coordination nécessaires. Le modèle d'équations structurelles estimé par PLS-SEM identifie en outre les déterminants de la valeur perçue d'une alliance dans le cadre de transports aériens de longue durée et permet de hiérarchiser leurs impacts respectifsThis research explores the services offered by networked firms and the way in which they are perceived by the customers. Nowadays customers are facing more and more often complex service situations which drastically differ from the simple situations traditionally analysed by service marketing and management studies (a single service delivered by a well identified single firm deliberately chosen by the consumer). Service firms now propose more and more complex and enriched offerings (service "flowers", "bunches" or "constellations") grouping several providers, but among them some are hardly identifiable by the customer. Consumers' decision is made simpler but a part of their liberty of choice has been lost. Little is known about the consequences this can have on their future behaviour.The main hypothesis is that after experiencing a service delivered by networked firms, the consumers synthesize all their perceptions in terms of the perceived value of the network; furthermore, this assessment will largely determine their behavioural intentions. A quantitative survey shows that such a hypothesis can be accepted. This survey was conducted in the field of airline industry, aiming at multi-lateral airline alliances. This context is particularly appropriate to our subject because during such a travel, services are delivered to passengers by independent airline companies as well as by the common organisation in charge of the co-ordination and co-operation. The structural equations model tested using the PLS-SEM method also identifies the determinants of perceived value of an alliance in the specific context of long haul flights and their respective weights and contributions
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Basmanji, Jacqueline Sarah, and Molina Angelica Rodriguez. "Customer loyalty in rural grocery stores : - a comparative study of Swedish and Spanish customers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26316.
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Purpose – The purpose of this research was to explain the determiners that influence customer loyalty in rural grocery stores with a comparison of Sweden and Spain. Design/methodology/approach – This is a quantitative research using a multi-cross sectional design with an explanatory approach. The data was collected with a questionnaire survey that was distributed using a face-to-face and online method. Findings – The findings of the research revealed significant support for customer perceived value, satisfaction, trust and commitment to influence customer loyalty. The research also confirms that there are differences in customer loyalty regarding rural grocery stores between Sweden and Spain. Research limitations/implications – This thesis extend previous research by testing an adapted conceptual model of customer loyalty in a context of rural grocery stores and explain the determiners of customer loyalty in Sweden and Spain. The limitations of the research are discussed and directions for future research areas are suggested. Practical implications – The study provides rural retailers with suggestions for marketing strategies related to the determiners (i.e. customer perceived value, satisfaction, trust and commitment) that might influence customer loyalty and attract the rural customers. Originality/value – This research adds to the current stream of rural research by investigating how customer loyalty can enhance profitability. This research has originality since it makes a comparison of two countries, which can be of great interest and inspiration for how to maintain and develop rural grocery stores. Lastly, the research is significant as it provides implications to rural retailers as well as Provincial Governments.
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.
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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.
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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.
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Funa, Laura. "Customer Satisfaction Analysis." Thesis, Linköpings universitet, Statistik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-71707.
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The objective of this master thesis is to identify “key-drivers” embedded in customer satisfaction data. The data was collected by a large transportation sector corporation during five years and in four different countries. The questionnaire involved several different sections of questions and ranged from demographical information to satisfaction attributes with the vehicle, dealer and several problem areas. Various regression, correlation and cooperative game theory approaches were used to identify the key satisfiers and dissatisfiers. The theoretical and practical advantages of using the Shapley value, Canonical Correlation Analysis and Hierarchical Logistic Regression has been demonstrated and applied to market research.
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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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Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.
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Title: Customer Satisfaction toward TrueMove Customer Service
Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?
Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.
Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.
Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.
Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.
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Lu, Phuc Hong, and Ian Lukoma. "Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.
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In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets as the top aspects that drive satisfaction while additional services were ranked lowest. Due to these results, the impact of these attributes on Customer satisfaction must not be underestimated.
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Šimoníková, Andrea. "Návrh na zlepšení marketingového mixu v oblasti služeb." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-225239.
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The main aim of this Master's thesis is evaluation of the current state of marketing mix in selected company. It specifies individual elements of the extended marketing mix and compares theoretical knowledge with reality. It analyses internal and external company's environment and evaluates the questionnaire survey focused on customer's satisfaction. The result of thesis is a proposal for amendments, which shoul lead to an improvement of the current marketing mix in the company.
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Vuniq, Valentina, Maida Kadic, and Medeleine Bengtsson. "Customer Satisfaction Online Banking." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15499.
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Rudchenko, Veronika. "Customer satisfaction in Hospitality." Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.
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La presente tesis doctoral tiene como objetivo principal analizar la satisfacción del cliente en tres hoteles de diferente categoría, desde tres a cinco estrellas, situados en la ciudad de San Petersburgo en Rusia. La estructura de la tesis doctoral se presenta en tres partes bien diferenciadas: (1) Se realiza una profunda revisión sistemática de la literatura sobre la satisfacción del cliente centrándose particularmente en las ciencias sociales y la economía, analizando también las diferencias observadas por regiones geográficas comparando los resultados de la literatura internacional con los obtenidos en revistas científicas rusas; (2) se analiza después las peculiaridades que presenta esta literatura en un contexto más adecuado al objeto de estudio de esta investigación cómo es el turismo donde se presenta un análisis bibliométrico así como un estudio de los principales determinantes y consecuencias de la satisfacción en el campo del turismo; y (3) se presentan dos aplicaciones empíricas utilizando los resultados obtenidos mediante la aplicación de un modelo híbrido multicriterio basado en la lógica borrosa y en la técnica de comportamiento global obtenida por la comparación existente con las soluciones ideales observadas en el conjunto de la muestra analizada. De esta forma, la parte empírica presenta dos trabajos que analizan el papel que juega el género y la edad en la satisfacción experimentada en los hoteles analizando de forma global el conjunto de los hoteles incluidos en la muestra, así como los resultados obtenidos para los hoteles de tres y cuatro estrellas. Los resultados obtenidos permiten concluir que la edad y el género influyen de manera decisiva en la satisfacción del cliente discutiéndose importantes implicaciones de gestión que tienen que considerarse por los agentes económicos implicados.La present tesi doctoral té com a objectiu principal analitzar la satisfacció del client en tres hotels de diferent categoria, des de tres a cinc estrelles, situats a la ciutat de Sant Petersburg a Rússia. L'estructura de la tesi doctoral es presenta en tres parts ben diferenciades: (1) Es realitza una profunda revisió sistemàtica de la literatura sobre la satisfacció del client centrant-se particularment en les ciències socials i l'economia, analitzant també les diferències observades per regions geogràfiques comparant els resultats de la literatura internacional amb els obtinguts en revistes russes; (2) s'analitza després les peculiaritats que presenta aquesta literatura en un context més adequat a l'objecte d'estudi d'aquesta investigació com és el turisme on es presenta una anàlisi bibliomètrica així com un estudi dels principals determinants i conseqüències de la satisfacció en el camp del turisme; i (3) es presenten dues aplicacions empíriques utilitzant els resultats obtinguts mitjançant l'aplicació d'un model híbrid multicriteri basat en la lògica borrosa i en la tècnica de comportament global obtinguda per la comparació existent amb les solucions ideals observades en el conjunt de la mostra analitzada . Així, la part empírica presenta dos treballs que analitzen el paper que juga el gènere i l'edat en la satisfacció experimentada en els hotels analitzant de manera global el conjunt dels hotels inclosos en la mostra, així com els resultats obtinguts per als hotels de tres i quatre estrelles. Els resultats obtinguts permeten concloure que l'edat i el gènere influeixen de manera decisiva en la satisfacció del client discutint importants implicacions de gestió que han de considerar-se pels agents econòmics implicats.
The main objective of this dissertation is to analyze customer satisfaction in three different hotels, from three to five stars, located in the city of Saint Petersburg in Russia. The structure of the doctoral thesis is presented in three distinct parts: (1) A thorough systematic review of the literature on client satisfaction is carried out, focusing particularly on the social sciences and economics, also analyzing the differences observed by geographic regions by comparing the results of the international literature with those obtained in Russian scientific journals; (2) we analyze the peculiarities presented by this literature in a context more appropriate to the object of study of this research as is the tourism where a bibliometric analysis is presented as well as a study of the main determinants and consequences of satisfaction in the field of tourism; and (3) two empirical applications are presented using the results obtained through the application of a multicriteria hybrid model based on the fuzzy logic and on the global behavior technique obtained by the existing comparison with the ideal solutions observed in the analyzed sample. Two empirical exercises are presented that analyze the role of gender and age in the satisfaction experienced in hotels by analyzing overall the hotels included in the sample, as well as the results obtained for hotels of three and four stars. The results obtained allow us to conclude that age and gender decisively influence client satisfaction by discussing important management implications that have to be considered by the economic agents involved.
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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.
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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.
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HEUMANN, BAUER WERIN AXEL, and SVERKER SJÖBERG. "Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail." Thesis, KTH, Industriell marknadsföring, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154.
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Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to deliver expected results. This thesis stresses that preparation and the usage of the results from measurements could be at least as important as measuring. Further it argues that the most severe CSMP issues are not related to measurement, but to what comes before and after measuring. Issues related to measurement tend to be symptoms of more severe issues. The proposed CSMP model involves three phases: Preparation, measurement and action. Each phase has their inherent issues. This thesis identifies (1) lack of commitment, (2) ineffective action, and (3) vague starting point as common CSMP issues. Lack of commitment may cause failure at any phase of the CSMP and, if the results from measurement are not utilized, the entire effort has been wasted. To plan for and follow through with action is essential. Enabling effective action and creating commitment are both far-reaching challenges with many implications. These implications are similar to those of change management. CSM and change management can be seen as neighboring fields and many issues of CSMPs could be solved from a change management perspective. Vague starting point infers poor strategic alignment between selected method, intended purpose and present conditions. A good enough strategic alignment is crucial to a CSMP. There are many reasons why achieving this alignment is challenging. Those new to CSM are faced with many unknown unknowns, and even for those who know the questions, finding the answers may be difficult.Kundnöjdhetsmätningar är vanliga. Vissa företag som börjar med kundnöjdhetsmätningar kan uppleva att programmen misslyckas att leverera förväntat resultat. Detta arbete visar att förberedelse och tillämpning av mätningsresultatet är minst lika viktigt som själva mätningen. Ytterligare hävdar den att de allvarligaste problemen med undnöjdhetsmätningsprogram inte är kopplade till själva mätningen utan till det som sker före och efter mätning. Problem relaterade till mätningen är oftast symptom av andra allvarligare problem. Den föreslagna kundnöjdhetsmätningsmodellen involverar tre distinkta steg: Förberedelse, mätning och handling. Detta arbete identifierar (1) brist på engagemang, (2) ineffektiv uppföljning och (3) vag utgångspunkt som kärnproblem. Brist på engagemang kan stjälpa ett program i alla dess faser och, ifall resultaten från mätningen inte används så är hela ansträngningen förgäves. Att planera och utföra uppföljningsarbete är viktigt. Möjliggöra uppföljning och att bygga engagemang är långtgående utmaningar med många implikationer. Dessa implikationer liknar de som uppstår vid change management. Kundnöjdhetsmätning och change management är närliggande områden. Därmed kan flera problem med kundnöjdhetsmätningsprogram angripas från ett change management perspektiv. En vag utgångspunkt innebär bristande strategisk koppling mellan den valda metoden, ämnade syftet och närvarande förhållanden. Det finns flera anledningar koppling svår att uppnå. De som är nya med kundnöjdhetsmätning möts av många unknown unknowns, men även för de som känner till frågorna kan svaren vara svåra att hitta.
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Newton, David. "The impact of service provider citizenship behaviour and relational investments on customer commitment and behaviour : a study of airline customers." [St. Lucia, Qld.], 2003. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe17036.pdf.
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Khan, Rizwan, and Ganesh Narawane. "Examining factors affecting customer satisfaction : A case-study of a Swedish firm." Thesis, Högskolan i Skövde, Institutionen för teknik och samhälle, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.
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Customer satisfaction, are not just two words simply to be used in any businesscontext. Actually, these are the words that encapsulate the theme of what sort ofbusiness practices are being done by the companies in terms of making theircustomers satisfied or delight. Customer satisfaction plays a pivotal role intoday’s business scenario and there are some basic factors which may impact oncustomer satisfaction either positively or negatively. For instance; responsiveness,efficiency & performance, service quality, price and technology etc may havestrong influence on company’s products (goods or services). Few researchersdiscussed only some factors regarding services which impact on customersatisfaction and none of them discussed particularly some basic, common andmajor factors regarding services/e-services for companies which are small, newand growing enterprises. Therefore, authors made an attempt to highlight somebasic factors and examined how they effect on customer satisfaction. Our findingsshowed that the factors such as responsiveness, professionalism, complaintmanagement system, customer care, technology, efficiency & performance, price,service quality and experience are examined with negative impact on customersatisfaction as almost half of company’s customers were observed dissatisfied.One factor that is found with positive impact on customer satisfaction iscompany’s attitude towards its customers. It is quite notice worthy for a companyto take serious considerations to remove the negative impact of above mentionedfactors in terms of making customers satisfied. Therefore, in the last chapter ofthis study we put some recommendations which might help for a company in thisregard. Furthermore, future suggested research areas are also discussed forcreating further research grounds.
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Davies, Christopher Mark. "Customer satisfaction within education : the application of an integrated curriculum design method." Thesis, University of South Wales, 2009. https://pure.southwales.ac.uk/en/studentthesis/customer-satisfaction-within-education(f06c404d-89fc-4cd6-8845-87d03c6fe13c).html.
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The post-16 stage of education is critical in securing and developing people entering engineering professions and related occupations. Engineering employers and employees alike have however highlighted problems regarding poorly designed curricula failing to prepare employees for industrial and commercial roles. The premise of this thesis is that the issue confronting education is one of quality management. Curriculum designers must know how to anticipate and understand customer requirements and practically translate these requirements into a deliverable curriculum package. The aim of this research is to realise the synergy of curriculum design and TQM by developing a theoretical integrated curriculum design method. Synergies between TQM and traditional curriculum design methods are investigated and an integrated curriculum design method based on the use of PDCA and incorporating a two-phase modified use of QFD is hypothesised and justified. Subsequently, application of the curriculum design method is completed in relation to a number of selected engineering companies within the South Wales region and an appropriate curriculum proposal, for the provision of engineering education within the 16-18 year age group is produced. The proposal has been constructed with characteristics complementary to the competencies required by these companies and incorporates the most suitable teaching, learning and assessment methods to maximise the development of the students. This is valuable information for those concerned.
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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.
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CHAO, LI-MIN, and 趙麗敏. "How the Customers Perceived Value Affected by the Customer's Satisfaction Levels on Pharmacy's Atmosphere." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/qtb3pg.
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碩士大仁科技大學
製藥科技研究所
105
Abstract Pharmacy was not merely an integrated part of healthcare system of the country, but more as a healthcare product retailer as other industries. Just like retailers of general merchandise, pharmacies ought to provide much wider variety of products and services for revenue. The literature generally suggested that shop’s atmosphere affected consumer’s behaviors. The current research argued that pharmacy must perform the same as the general retailers to affect consumer’s behaviors through well-designed atmosphere for better levels of customer perceived value. This study gathered 1126 valid responses of questionnaires through pharmacists around the country. Several statistical techniques of SPSS 20.0 were applied to analyze the data. These were descriptive statistics, t-test, One-way ANOVA, correlation analysis, and regression. Test results revealed that difference in residence area was the major factor that differentiates the levels of constructs of the research, followed by the levels of education. Significant and positive correlations were found between all dimensions of perceived values and environmental atmosphere; and so as between all dimensions of atmosphere and overall perceived value. As the study predicted, the levels of atmosphere cues predicted 40% variance of perceived value (R2=0.40), among which the human factor was the most powerful predictor (β=0.20), followed by the design and layout (β=0.16), and the dispensing services (β=0.15). Test results support all hypotheses except the hypothesis regarding the effects of demographic factor that was partially support. Main conclusion of the research provided not only evidence for the effects of atmosphere on perceived value, but also reliable information to the practitioners. The research suggested the industry including the atmosphere factors into the pharmacy business for high levels of perceived value and customer loyalty, and suggested the academician conducting certain studies focusing on strategic market segments. Key words: Community pharmacy, Atmosphere, Perceived value, Environemntal psychology
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lee, jack, and 李祖宏. "The analysed relatedly of Customer Satisfaction, Trust, Commitment and Customer's loyalty on Life insurance." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/39888750586484251414.
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碩士南台科技大學
企業管理系
94
ABSTRACT As the insurance policy of the life insurance is weeding out the old and bringing forth the new constantly, the change of and population structure, the purpose of the insurance policy the more important thing is to be establishing long-term stability relation with the customer no longer to simple sale, in order to obtain customer's lifetime value. This research regards life insurance customer as the research object, ones that probe into customer satisfaction, turst, the commitment and customer's loyalty are related. There are two the following points in the main research purpose: First, probe into the influence on customer's loyalty of customer satisfaction of the life insurance. Second, understand customer satisfaction of life insurance, believe in, is it become item getting related with customer loyalty. The ones that insure for life insurance with Taiwan in this research protect one as research object, adopt the convenient sample, sent out the questionnaire amounts to 400, retrieve 233, 23 invalid questionnaires among them, 210 shares of effective questionnaire. This research adopts SPSS to count the software and analysis, the statistical method scheduled to take includes: Narrating statistics, the letter degree, with result one degree of analysis, relevant analysis and route analysis. This research carries on the letter degree, letter degree is all greater than 0.8 for four letter degree which change one and whole questionnaire with Cronbach' s a coefficient, belong to the high letter degree. So the questionnaire that this research institute uses has enough inside consistency. And then carry on research and change relevant analysis among one with Pierre's relevant analytic approaches full of trees, promise satisfaction to customer, customer outside coefficient correlation, loyalty of satisfaction to customer lower, the others are all above 0.6, and under showing competence 0.01, all present positive correlation of showing. And the real example result analysis in the route shows, the coefficient of the route and route way all had dominance, so this research structure obtained support on the real example. Finally, propose some the following conclusions according to the real example result. First, enterprise and customer set up the foundation of trust for customer satisfiedly. Second, turst and commitment are important intermediary's parameter in relation marketing. Third, confirm customer satisfaction and customer's loyalty between the two to the relation again. Fourth, every demography change one and has not been showing the difference on satisfaction
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Chang, kuei-Hua, and 張桂華. "A Study of the Effect of Customer's Satisfaction and Customer's Loyalty on E-Banking：Chang Hwa Bank as an Example." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/n747n8.
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碩士玄奘大學
國際企業學系碩士班
95
A Study of the Effect of Customer's Satisfaction and Customer's Loyalty on E-Banking： Chang Hwa Bank as an Example Student：kuei-Hua Chang Advisors：Dr. Kuang-Jun Tseng Dept. of International Business Administration Hsuan Chuang University Abstract “Quality of service” is one of the competitive edges for the banking industry. Although the ways of E-Banking are quite different to the traditional ways of banking, yet, in the viewpoint of competitive advantage, “quality of service” is still an indispensable core competitive edge for the bank providing E-Banking services. Targeted on the E-Banking services of Chang Hwa Bank, understand the advantage that internet for traditional bank and the service quality and utilized the traditional “quality of service” measuring model - SERVQUAL to evaluate the “quality of service” of Chang Hwa E-Banking and analyze the relevancy among “quality of service”, “customer’s satisfaction” and “customer’s loyalty”, this research is intended to strengthen the conception that “quality of service” could facilitate the competitive advantage of a bank. Therefore, the purpose of this research is： 1. understand the key factor of service quality on E-Banking. 2. understand the customers distribution of demographic influence on on E-Banking. 3. discuss the influence factor of customer's satisfaction on E-Banking. 4. discuss the influence factor of customer's loyalty on E-Banking. The study discuss the some factors relationship, include service quality, customer's satisfaction, customer complaint behaviors, customer complaint headlong, and customer's loyalty. And measurement model building up for customer's satisfaction on E-Banking. There are five dimensions in the study, including customer expected service, customer reality service, perceived service quality, and customer's satisfaction. Moreover, use the regression analysis to discuss three variables relationship , including service quality, customer's satisfaction and customer's loyalty,is to define their relationship to offer banking reference in managing. The significant conclusions obtained by this study are : 1. Service quality significant effect customer satisfaction. 2. Customer satisfaction significant effect customer loyalty. Keywords：Service Quality, Customer Satisfaction, Customer Loyalty
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吳淑貞. "The Study of High Asset Customer's Satisfaction to Banking Wealth Management." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/31369992875682279552.
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碩士國立彰化師範大學
會計學系企業高階管理
97
The thesis proposes a methodized analysis to the relationship among service quality, corporation image, customer satisfaction and customer loyalty based upon the data being gathered by one of leading banking in Taiwan; for whom made a investigation to her wealth management of high asset customer, total 154 validated samples. By methods of the statistics including frequency analysis of basic background information, analysis of reliability, descriptive statistics, multiple-regression analysis and logistic regression analysis to the validated samples, this research expresses the relationship of each significant facts and the research hypothesis, further to proceed the individually examination on each of the proofs, towards a supporting for the conclusions hereafter described: 1.All of the five (5) basic elements being composed on the investigation of service quality including tangibility, reliability, responsiveness, assurance and empathy, have the significant influences to customer’s evaluation to bank’s corporation image; tangibility and empathy take the biggest ratio of explained variation. 2.All of the five (5) basic elements being composed on the investigation service quality including tangibility, reliability, responsiveness, assurance and empathy, have the significant influences to customer’s evaluation to customer satisfaction; responsiveness and reliability take the biggest ratio of explained variation. 3.For the major customers, the general overall service quality is significantly influenced by corporation image 4.For the major customers, the general overall service quality is significantly influenced by customer satisfaction. 5.For the major customers, the corporation image is significantly influenced by customer loyalty. 6.For the major customers, he customer satisfaction is significantly influenced by customer loyalty.
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Shang-JuLi and 李尚儒. "A Study of Social Interaction and Customer's Satisfaction towards Backpacker Hostels." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/09208258410125446595.
Full textAbstract:
碩士國立成功大學
企業管理學系專班
101
The past few years in Taiwan have seen a growing popularity of Tai-wanese travelers travel by themselves. With instant access to the Internet and the positive image shaped by the media, backpacking concept was in-troduced into Taiwan in a fresh and achievable way, which permits maxi-mum freedom and embraces the adventurous idea of to explore the unkn-own during the trip. With regard to this, more and more Taiwanese you-ng travelers chose backpacking as another option to have some different experiences. In order to nourish the backpacking culture in Taiwan as well as to add to the diversity of vacation styles, this research aims at invest-igating Taiwanese travelers' need and their aspects of consideration when deciding which place to stay. The aspects of consideration are specifically identified as (a) price (b) image (c) service (d) facilities (e) location, and the study gives an in-depth analysis on discerning the relation between these five aspects and customers' satisfaction towards a hostel. Through the investigation, the research is also able to present if traveler's gender, age, occupation, socioeconomic status, current residence will make a diffe-rence to their considerations. Ultimately, this dissertation further looks at whether a hostel's management and subtle encouragement on social intera-ction will raise travelers' satisfaction towards the hostels they have stayed. The research population is the Taiwanese travelers who have stayed in hostels previously. The paper questionnaires were sent to five hostels across Taiwan, with the online questionnaire being spread out at the same time. A total of 454 questionnaires were issued, and the valid questionnaires are 330 copies with effective rate at 88.6%. The current result suggests that travellers' aspects of consideration had a significant effect on their satisfactions, and the image factor was the most significant effect among other factors. Specially, the social interaction factor also had a notable influence on traveler's satisfaction as it was considered as a moderating variable; nevertheless, as travellers' considerations interacted with the social interaction factor, the statistics did not show a direct effect on travelers' satisfaction towards a hostel.
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Jeon, Sunran. "Mobile internet service assessment of quality and satisfaction from the customer's perspective /." 2008. http://proquest.umi.com/pqdweb?did=1564023731&sid=8&Fmt=2&clientId=14215&RQT=309&VName=PQD.
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Thesis (Ph.D.)--University of Nebraska-Lincoln, 2008.Title from title screen (site viewed Nov. 20, 2008). PDF text: vi, 144 p. : ill. ; 1 Mb. UMI publication number: AAT 3315206. Includes bibliographical references. Also available in microfilm and microfiche formats.
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"The impact of customer's satisfaction and loyalty on customers retention in the mobile telecommunications service an integrative model." Tese, MAXWELL, 2003. http://www.maxwell.lambda.ele.puc-rio.br/cgi-bin/db2www/PRG_0991.D2W/SHOW?Cont=4099:pt&Mat=&Sys=&Nr=&Fun=&CdLinPrg=pt.
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Hsia, Mei-Hua, and 夏美華. "Customer Satisfaction and Loyalty Affect the Customer's Willingness to Apply Welfare Card - A Case Study of Zuoying Welfare Station." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/28732089792749366095.
Full textAbstract:
碩士義守大學
管理學院管理碩士在職專班
101
The purpose of this study is to investigate the correlation between customer satisfaction, customer loyalty and customer's willingness to apply for Welfare Cards. Since Welfare Cards build quality relationships with customers and enhance their loyalty, they deserve consideration when setting policy. This study examines the Welfare Card system of the General Welfare Service of the Ministry of National Defense (MND) and offers recommendations to the authorities for their decision-making. Based on the policy of the General Welfare Service of the MND, Welfare Cards are limited to soldiers, cadets in military academies, reservists, Army Special Forces teams, contract workers of the Army, veterans, and the family members of veterans and deceased veterans. Therefore, persons falling into these groups were selected as the subjects of this survey using convenience sampling. This study examines the relationships between customers’ willingness to apply for a Welfare Card, the loyalty of these customers and their satisfaction with the General Welfare Service of the MND. The results of this study indicate that customer satisfaction has a significant positive correlation with customer loyalty. Customers who are very satisfied with products, promotions, physical environment and services at the Zuoying Welfare Station have higher customer loyalty. Based on these results, this study further explored whether customer satisfaction and customer loyalty had a significant influence on the subjects’ willingness to apply for a Welfare Card. Our findings indicate that both satisfaction and loyalty positively influence the intention of customers to apply for a Welfare Card. Moreover, customers’ recommendations to others and their repurchase loyalty were highly correlated to the application for Welfare Cards.
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Khoa, Tran Viet, and 陳越科. "Research on Factors Influencing Customer's Satisfaction in Service Quality at DATXANH Real Estate Agency." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/25641515755431199352.
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碩士美和科技大學
經營管理研究所
99
Real estate brokerage is a prospective and highly profitable business. Customers’ satisfaction is essential. Since the current market of brokers has become saturated, each must have strategic methods and an established competitive edge in order to attract customers and grow. These ideas have led to this study “Research on factors influencing customers’ satisfaction in service quality at Dat Xanh real estate agency.” This research aims to: (1) Determination of impacts and relative importance of impacts to customers’ satisfaction over the quality of real estate brokerage service at DatXanh trading floor; (2). Evaluation of customers’ satisfaction from exploitation of real estate brokerage service at DatXanh trading floor; (3). Suggestion for improvement of real estate brokerage service at DatXanh trading floor. factors affecting customer satisfaction DatXanh company include: (1) Reliability, (2)Responsiveness, (3) Assurance, (4) Empathy: (5) Tangibility, (6) Price, (7) Brand reputation; To explain the three research objectives authors conducted research topics through the following steps; Research progress in two periods: preliminary research and official research. Preliminary research is in progress with quantitative methods through customers’ direct interview. This step discovers factors that impact customers’ satisfaction besides the factors given in the research model. Official research is in progress with qualitative methods through question tables. This step evaluates measured scales, determines important levels of factors, estimate customers’ satisfaction and also tests the theory above. All of these problems will be presented in the following five chapters.
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YANG, YUN-PING, and 楊芸蘋. "A Study on the Service Quality and Customer's Satisfaction of Taipei Film and Drama Union." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/38121482005300161295.
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碩士中華科技大學
連鎖加盟業服務創新產業碩士專班
102
The comparison that occupation labor union has is the biggest in Taiwanese labor union group, currently population count about 3.8 million people are or so, but occupation labor union is with do labor insurance business is lord, don't have the ability of group consultation, don't favor a labor condition improvement, if the occupation labor union wants to promote the value and image of labor union; The approbation of increasing the member encourages a member to participate in labor union organization and activity, in addition to labor condition of fight for, the labor union has to go to and understand member's need on one's own initiative, by then build up the member's centrifugal force with the satisfaction that promotes a member, construction member and labor union of the relation of the interaction, to maintain the image of labor union. This research aim at inquire into service quality and customer satisfaction for the connection of the occupation labor union research, the hope knows a scale creation of service quality height to occupation labor union by the research what influence; Understand customer satisfaction's influence toward occupation labor union scale. This difference that aim at service quality and customer satisfaction to put forth to supposed to inquire into each other to the occupation labor union, research method use questionnaire and the methods, such as reliability test, validity test, relation analysis, analysis of variation and related analysis...etc. of the adoption description statistics analysis, letter degree. After analyzing the related data finally get confirmation service quality and customer through the above-mentioned research method statistics satisfaction for the characteristic of labor union each other has a connection, and expects this research paper to let more occupations labor union how comprehension is through service management of skill management labor union
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Chuang, Shu-Ting, and 莊淑婷. "Effects of Emotional Labor on Display of Emotional Behavior, Customer's Trust, Satisfaction and Behavioral-Intentions." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/92767242400678969143.
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碩士國立屏東科技大學
企業管理系碩士班
94
Provide services are like staging a show, the service providers are actors and the audiences are the customers (Lovelock, 1996), therefore service providers’ emotions are the key to the enterprise’s success. There are two purposes of this study: (1). Organization support moderates the effect between service providers’ emotional labor and emotional behavior display. (2). The effect of service providers’ emotional behavior display to emotional labor, customer trust, customer satisfaction, and customer behavior intentions. Due to the past research often focuses on low contact service providers, this study examines high contact (and high frequency) service provides such as hair salon and beauty salon industry in Kaohsiung and Pingtung areas. To avoid common method variance (CMV), “paired” survey was commenced. The questionnaire was distributed to the service providers and five of their own customers. In total 74 paired were collected, including 74 services provides and 355 customers. Data analyses results are as following: (1). Emotional labor positively affects emotional behavior display. (2). Organizational support moderates and effect between service providers’ emotional labor and emotional behavior display. (3). Surface acting positively affects emotional labor. (4). Emotional behavior display shows partial positive effect to customer trust, customer satisfaction and customer behavior intentions. Based on the research findings, managerial and research implication are discussed.
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Huang, Lin-tsen, and 黃琳岑. "A Study on Service Quality and Customer's Satisfaction about Hot Spring Hotels in Chipen, Taitung County." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/6pq37b.
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碩士國立臺東大學
健康促進與休閒管理碩士在職專班
99
The study aimed at realizing the service quality and the consumer satisfaction of hotels of Chih-Pen spring area, Tai-Tung. The questionnaire survey as the research tool titled of “The relativity between the service quality and the consumer satisfaction in hotels of Chih-Pen spring area, Tai-Tung”. There were three parts in this questionnaire survey including personal basic data, feeling standard of service quality and consumer satisfaction. The total surveys were 400; the retrievable surveys were 390; the effective surveys were 364 and the effective retrievable survey rate was 90.1%. The study considered the data comparison in descriptive statistics, t-test, one way ANOVA (Analysis of Variance), Pearson product-moment correlation and Scheffe Method. The results showed that the most of gender distinction located on female of the total consumers; the age distribution located during 20 to 59; the teenage and the adults were not the main consumers; the ratio between married and unmarried consumers was 2:1, the education level of consumers in high school and college was 70.6%; the average monthly income of consumers is below 30,000 NTD and the occupation of the most consumers was service trade. The spring quality aspect is at the highest average scores in different quantity of service quality aspects and the convenience aspect is at the lowest average scores. The experimental subjects in different gender, age, occupation and monthly income had no difference in aspects of spring quality, service staff quality and facility environmental quality. There was an obvious difference in the aspect of convenience between married and unmarred person, the married person got more satisfaction quantity than the unmarried person. In the aspects of spring quality and service staff quality, the education levels of experimental subjects had a huge difference. The consumer graduation in elementary school got a high un-satisfaction score to the service staff of the spring hotel in Chih-Pen spring hotels. The consumer graduation in elementary school had much lower satisfaction in validity, response and likewise heart than the rest of graduated consumers in the aspect of service staff quality. This study concluded that there is an obvious relative between the service quality and consumer satisfaction.
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CHANG, CHIA-YING, and 張嘉瑩. "The Study on Services Quality, Satisfaction and Customer's Willingness of Recommendation in the Zhaori Hot Spring." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/74640918822663794632.
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碩士國立臺東大學
理工學院綠色科技產業碩士專班
103
The Zhaori Hot Spring belongs to the hot spring of marine water system, which is one of the rarest hot springs in Taiwan. Currently, many researches indicate that relatives’ and friends’ recommendations usually affect the customer’s consuming intent. Moreover, the satisfaction about service quality affects the customer’s willingness of recommendation directly. The research is discussing about the topic on service quality, customer’s satisfaction and customer’s willingness of recommendation in the Zhaori Hot Spring in Green Island. The research took the tourist in the Zhaori Hot Spring in Green Island as sample. First of all, the research analyzed the trait from different tourists’ backgrounds. Through these different tourists’ backgrounds, the research started to do quantitative analysis on the degree of the importance of service quality, customer’s satisfaction and willingness of recommendation. Thirdly, the research analyzed the differences between the importance of service quality degree and customer’s satisfaction degree. The final step was discovering the differences between the willingness of recommendation degree and customer’s satisfaction degree. This research used SERVQUAL Model to measure the service quality. The research further more devided the quality of hot spring water into six dimensions. Then analyzing 227 effective questionnaires with reliability analysis, validity analysis, descriptive statistics, analysis of variance, canonical analysis and importance- performance analysis. The investigation results indicated that the importance of service quality degree are all significant different in distinct places of residences. Besides, the satisfaction of service quality shows some significant different outcome with population variables of tourist. There are three key service quality factors: the neat degree of bath environment（I-S=1.16）, the degree of public security and hygiene（I-S=1.10）, the neat degree of barber room（I-S=1.07）. The result of customer’s satisfaction degree shows that the hot spring water quality affect customer’s willingness of recommendation directly. The research offers the conclusions and suggestions which made a reference to improve the management and development to relative businesses.
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Chan, Chi-Heng, and 陳之卿. "A Study on the Gap of Service Quality and Customer's Satisfaction of Pub in Taipei City." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/08419791023597239992.
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碩士國立交通大學
經營管理研究所
100
Life quality progressive obviously by level changing, Current consumer take the service quality much more serious than ever before. In this research focus on discussing the differences between expectation and practical feeling in service quality for consumer in Taipei' s pub, and try to realize correlation of the cumstomer’s Satisfaction and service quality. First of all by studying the reference, stating the service characterization, service quality and customer’s satisfaction for pub. This research take advantage of Parasuraman, Zeithaml & Berry service quality model. It' s including tangibility, reliability, responsiveness, assurance, empathy and utilize Parasuraman, Zeithaml & Berry that present the SERVQUAL table to measure. This research is based on customers who have been consume in Taipei' s pub for my primary studying group, using survey investigation in internet, then collected 389 available samples. Recycling all the available survey and prelimary analysis, using the SPSS analysis the statistical data. By proving Descriptive Analysis, Confirmatory Factor Analysis, Reliability Analysis, Validity Analysis, Paired-comparison T Test, One Way ANOVA Analysis, Scheffe' s Test and Regression Analysis for proving the effect from independent variable to depedent variable. Finally present some related management implications and future research recommendations. According to the result, the expectation of service quality and practical feeling exist a significant difference. Essentially, customer' s expectation in service quality is higher than practical feeling. Regarding to the evidence of this study, the customer service quality on the dimensions of the department store have a significant gap between expectations and perception. Furthermore, the dimensions of service quality and customer overall satisfaction correlated significantly in every items, department store should pay particular attention on quick respond what customer' s needs and understanding what they really want.
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Tasi, ChingMing, and 蔡慶銘. "The Study of Customer's Satisfaction and Word of Mouth - The Case of A Computer Retail Company In Taichung." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/93557382342682866736.
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碩士靜宜大學
管理碩士在職專班
99
The sample of this study is customers of a computer retail company in Taichung. This study investigates the relations of the different data classification, customer satisfaction and word of mouth. First, using factor analysis to extract three factors of attached benefit, discount and salesman trait from customer satisfaction as well as word of mouth. Second, using Cronbach’s α analysis to examine the aspects of consistence for certifying reliability. Finally, using T test and ANOVA to analyze distinction of the variables. The result indicates that there is significant distinction between the different situation of matrimony and different quantity of the owed computer for satisfaction of attached benefit. The result shows that there is significant distinction between the different age and different times of purchasing the computer for satisfaction of seller trait. The result exhibits that there is significant distinction between the different situation of matrimony and different quantity of the owed computer for word of mouth.This study supports the implication and provides the relatively effectiveness for the computer retail business.
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Mo, Chuan-Chuan, and 莫娟娟. "The Research of Employee's Emotional Expression in Service Industry Customer's Satisfaction & Loyalty：A Case of Hair Care Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/56465324446705165927.
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碩士國立東華大學
高階經營管理碩士在職專班
98
In order to create the benefit for business, the enterprise shall be devoted to stablish the culture and atmosphere of service. In addition, the enterprise shall prompt the service quality from inner to outer organization and raise the quality of interaction with customers for customer's satisfaction. However, it seems insufficient to raise the customer's satisfaction and it shall be added in the concept of customer's experience to raise the loyalty of customers in the process of service design. The service industry indicated in the research whose nature of service is to satisfy the demand of customers or provide better service than customer expected. As customers ask for service with clerks, what the clerks express decide whether customers come for、 shopping again or not. In the process of service, what clerks required to express by enterprises or organizations is called the emotional expression. The research is to investigate the relationship between the reason (the working environments and service Encounter and the outcome (customer's satisfaction and-loyalty). The research is on customers had consuming experience in hairdressing salon and to investigate the relationship of emotional expression, working environments, service Encounter customer's satisfaction and loyalty for employees of service industry. The research adopts the methodology of questionnaire, getting 396 pieces of effective outcomes and proves the hypothesis by structure sequence. Empirical test and analytic results show as follows: (1) high service quality towards customers has significant positive effects of customer's satisfaction; (2) high service quality towards customers has significant positive effects of customer's emotion; (3) high service quality has positive effects of customer's satisfaction and loyalty. Therefore, the degree of customer's satisfaction for service quality will cause whether customers come to consume again or not.
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Hoa, Pham Thi, and 范氏花. "The impact of Experiential Marketing on Customer's Experiential Value and Satisfaction: An Empirical Study in Vietnam Hotel Sector." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/81201745925906658950.
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碩士南台科技大學
企業管理系
98
Though experience is recognized as a major benefit the hospitality and tourism industry brings, the use of experiential marketing in this industry is not well demonstrated. Thus, this study’s purpose is to examine experiential marketing and the components of experiencing process in regard to hotel industry. Eighteen hypotheses were developed to examine relationships among experiential marketing together with the components of experiencing process, experiential value, and customer satisfaction. Self-reported questionnaires of 500 samples size were distributed in three areas of Vietnam. Results of the linear structural relation analyses (Amos 16) indicate that both the measurement of the constructs and structural equation model have good overall model fit. Furthermore, the overall result suggests that experiential marketing and the components of experiencing process should induce customer satisfaction through functional, emotional, and novelty values provided by sense perception, feel perception, think perception, service quality, and service innovation. Hospitality managers can use the outcome of this study to gain deeply understanding of customer experiences, develop effective marketing strategies, and go on further stages in the operational environment that can attain higher customers’ perceived experiential value. The study model could be implemented in different kinds of accommodations such as: lodging, food service, restaurant or other industries as well.
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Yuem, Cheng Chung, and 陳宗源. "Service quality , perceived price , and brand image response of the customer's satisfaction ----- take gym clubs as an example." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/73508871480847221111.
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碩士中國文化大學
國際企業管理研究所
96
This study empirically examines the relationship between service quality, perceived price, brand image and customer's satisfaction. Through quotation of the indirect literatures and reasoning of logic, I find the influenceable degrees that service quality , perceived price , and brand image response of the customer's satisfaction are different. And need to research and analyse further. This paper examines by questionnaires examine which is invite the consumers of the gym clubs in Taipei to answer. Total 407 questionnaires I received. After getting rid of 195 unfinished questionnaires , effective questionnaires are total 212 portions. The practical: this paper can offer insights into the most important factor which effect customer's satisfaction is brand image. The second is perceived price and the last is service quality. We must to take notice of the negative influence that perceived price response of customer's satisfaction. That is different of the positive influence that brand image response of customer's satisfaction. It tell us that the positive influenceable degree of brand image is large than the negative influenceable degree when they response of customer's satisfaction in the industry of the gym clubs.
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LIN, CHIEN-HSIN, and 林建新. "STUDY OF HYPERMARKET'S PERCEPTION SERIVC QUALITY, PERCETION PRICE, AND BRAND IMAGE TO CUSTOMER'S SATISFACTION--CASE OF TAIPEI AREA." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/95838349695992887939.
Full textAbstract:
碩士國立臺北大學
企業管理學系
93
ABSTRACT STUDY OF HYPERMARKET’S PERCEPTION SERIVE QUALITY, PERCETION PRICE, AND BRAND IMAGE TO CUSTOMER’S SATISFACTION—CASE OF TAIPEI AREA by LIN, CHIEN-HSIN July 2005 ADVISOR(S): Dr. HWANG, ING-SANG DEPARTMENT: DEPARTMENT OF BUSINESS ADMINISTRATION MAJOR:MARKETING DEGREE: MASTER OF BUSINESS ADMINISTRATION Competition in Taiwan’s hypermarket is getting fiercer and fiercer in these past few years, and because their low cost, hypermarket adopt their low price promotion strategy to penetrate the market. We expect to combine the customer-oriented marketing idea with hypermarket and discuss further with those factors of customer satisfaction. The goal of this study includes the following five:（i）Defines service quality dimensions of hypermarket and discusses the effectiveness to customer satisfaction，（ii）Discusses the effectiveness of customer’s acceptance to perception price，（iii）Defines brand image dimensions of hypermarket and studies the importance and effectiveness to customers satisfaction，（vi）Discusses the relationship between brand image and perception service quality and （v）establishes a complete framework between perception service quality, perception price, brand image and customer satisfaction. Since we were focusing on those big trained retailing stores all over Taiwan with top 3 market shares, thus, we choose Carrefour, RT-mart and Geant as our target sample. And according to our research, customer perception service quality, perception price and brand image are all positive-related to customer relationship; also brand image and perception service quality are positive-related. We also found that perception service quality is much more effective than two other factors (perception price and brand image) which means perception service quality is the most important factor toward customer satisfaction; perception price would be a very important competitive strategy for retailing store’s management; and top management should put more attention to brand image management. We suggest that top management should use practical questionnaire and customer satisfaction models to analyze the market information and make decisions or strategies from the market, especially when the environments change sharply or new-type store model is taken considered. Key words：service quality、perception price、brand image、customer satisfaction