Relevant bibliographies by topics / Customer Dimension / Dissertations / Theses
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Dissertations / Theses on the topic 'Customer Dimension'

Author: Grafiati
Published: 4 June 2025
Last updated: 1 August 2025

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1

Van, der Merwe Samatha Michelle. "The impact of electronic service quality dimension on customer satisfaction." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1367.

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Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
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2

Baca, David Ray. "Dimensions of service quality of the University of Arizona Sponsored Projects Services Office internal customers." Texas A&M University, 2006. http://hdl.handle.net/1969.1/4720.

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When a service transaction occurs between a service provider and a customer there are dimensions of that transaction that are essential to making the customer feel satisfied with the transaction. Zeithaml, Parasuraman and Berry measured those dimensions for transactions that occur between the service provider and an external customer with a survey tool named SERVQUAL. It is theorized that for the external customer to be satisfied with the service transaction, the employees of the service provider must also be satisfied with transactions between the employees, or internal service quality. Those
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Nelson, Petter. "A model to measure and increase customer perceived relationship quality: A case study." Thesis, Linnéuniversitetet, Institutionen för teknik, TEK, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-11122.

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The competitive market of today is characterized by globalization, increased demands from customers and similarities of products and services. High demands are thus put on organizations ability of differentiating themselves from competitors acting on the same market. Within this area, the customer relationship itself has turned out being an efficient tool. In addition, a high quality customer relationship is considered as an important factor when creating loyal customers, growth, profitability and competitive advantages. In order to reach high quality customer relationships, an ability of iden
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Hussain, Mushtaq, and Pratibha Ranabhat. "Influence of service and product quality on customer retention, A Swedish grocery store." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-14762.

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Aim: The aim of this study is to examine and compare the importance of services and products in grocery store and to study the effects of services and products on customer retention. Method: This study is quantitative and data is collected by conducting a survey. Primary data is collected through questionnaires by visiting the stores in two cities of Sweden, namely Bollnäs and Gävle. In order to study the importance of service and products, importance scale is used in the questionnaire. Comparative analysis is used to analyze the data. Results & Conclusions: The results show that customers
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Smedley, Lisa. "Customer Perceived Value of Credit Card Rewards : A study on Canadian Consumers." Thesis, Högskolan i Gävle, Akademin för utbildning och ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-13865.

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Abstract Title: Customer Perceived Value of Credit Card Rewards - A study on Canadian Consumers Level: Final assignment for Bachelor’s Degree in Business Administration Author: Lisa Smedley Supervisor: Jonas Kågström Date: 2013 - January Aim: The aim of this study is to investigate what influences Customer Perceived Value; where Canadian consumers’ preferences lie in terms of rewards in the Canadian credit card industry. Method: After researching previous studies and determining what constructs have been utilized prior on similar research topics, I implement a quantitative, and t
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Berglund, Klara, and Per Christensson. "Applicering av kundorderpunktsmodeller på utbildningar inom en konsultverksamhet." Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH, Industriell organisation och produktion, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-27668.

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Syfte – Examensarbetets syfte  är att beskriva utvecklingsprocessen för utbildningar inom en konsultverksamhet utifrån kundorderpunktsmodeller som används inom tillverkande verksamheter. Syftet har brutits ned i två delmål: Delmål: Att beskriva utvecklingsprocessen för utbildningar inom en konsultverksamhet. Delmål: Att placera in utvecklingsprocessen för utbildningar i kundorder­punkts­modellerna. Metod – För att uppfylla examensarbetets syfte genomfördes en fallstudie på teknikkonsultföretaget Combitech AB i Jönköping. För att ge en grund till det teoretiska ramverket gjordes en litteratur
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Kazemi, Ali. "Etude des relations entre les dimensions de la qualité de service du point de vente, l'image de l'enseigne, la satisfaction des clients et la fidélité : un modèle pour une chaîne de distribution iranienne." Thesis, Bordeaux 4, 2011. http://www.theses.fr/2011BOR40063/document.

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Aujourd'hui l'image de marque des chaînes de distribution est un élément central deleur succès. La plupart d'entre elle ont des programmes destinés à mesurer lesdifférentes dimensions de leur performance au niveau du point de vente, de lasatisfaction de leur client, de la qualité de leur relation-client et de leur image demarque.Ces facteurs sont supposés contribuer à la fidélité des clients. La question est d'enconnaître le poids relatif. L'objet de cette recherche est d'en proposer un modèleintégré et d'en tester la valeur empirique, dans le cas d'une chaîne de distributioniranienne, sur la
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Abele, Karin P. N. "Customer equity : dimensions and realisation process." Thesis, De Montfort University, 2009. http://hdl.handle.net/2086/2390.

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A number of researcher and practitioners have identified a dramatic increase in competition and market transparency as the driving force behind the decline in customer loyalty in the financial services sector (e.g. Caruana, 2002). However, the costs for selling a product to a new customer are much higher than the costs for selling the same product to an existing customer, particularly when the customer is loyal to the company (Duffy, 2003). Due to these facts, strengthening customer relationships is necessary to achieve higher customer equity. Blodgett (2000) claims that the successful impleme
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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 e
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Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.

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In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to d
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Persson, Josefine, and Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with t
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Anjert, Katarina. "Förutsättningar för ett proaktivt arbete i skolan : en systematisk litteraturöversikt av den proaktiva modellen Response to Intervention." Thesis, Mittuniversitetet, Avdelningen för kvalitets- och maskinteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34819.

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Studien syftar till att bidra med ytterligare kunskap om hur vi kan driva kvalitetsförbättringar och därmed öka kundvärdet inom det svenska utbildningssystemet. Studien genomförs med en systematisk litteraturöversikt av artiklar om RTI-modellen. Kategoriseringen sker utifrån Bergman och Klefsjös (2012) hörnstensmodell för offensiv kvalitetsutveckling samt strukturkvalitet som en av kvalitetsdimensionerna i Österbergs (2014) analysmodell för det systematiska kvalitetsarbetet i skolan.   Förutsättningarna för att driva kvalitetsförbättringar med hjälp av RTI-modellen går att sammanfatta med; kom
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Wang, Yi. "Dimensions of guest house service: perceptions of owners and expectations of business travellers." Thesis, Nelson Mandela Metropolitan University, 2005. http://hdl.handle.net/10948/d1006215.

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The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nat
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Abdelaziz, Gamal Sayed. "Service quality in Egyptian banking : dimensions and their relative importance." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.367799.

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Dadzie, Joyce Esther. "An Evaluation of Customer Satisfaction Dimensions in the Ghanaian Banking Industry." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4613.

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The banking industry in Ghana has seen tremendous growth in recent times. This exponential growth has led to high levels of competition and necessitated that all banks devise strategies to improve customer satisfaction to gain competitive advantage. The growing demands of customers have a significant impact on bank management's ability to attract and retain them. The ability to retain customers depends on the strategy in place to exceed customer expectations and satisfaction. Grounded in relationship marketing theory, the purpose of this qualitative multiple case study was to explore strategie
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Smith, Dr Lydia. "The Dimensions of Customer Satisfaction in the Jamaican Financial Service Industry." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2890.

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Bank leaders spend an average of $727 to acquire a new customer and $287 to retain current customers. Grounded in customer relationship management and adaptation level theories, the purpose of this correlational study was to examine the relationship between service quality and customers' intention to switch banking service. An online survey was administered to 203 Jamaican banking customers. The target population was selected to identify if the Jamaican banks' customer service adhered to the customer satisfaction principles developed by Parasuraman. The independent variables were the 10 dimens
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Johansson, Elisabeth. "Understanding Solution Quality." Doctoral thesis, Linköpings universitet, Logistik- och kvalitetsutveckling, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-128274.

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The integration of services and products into solutions can open up new business opportunities for firms. This thesis concerns how firms can provide solutions that are perceived as high quality. Solutions are often provided over several years, which implies a changed customer relationship compared to product provisions. Since the solution aims to support the customer’s activities, firms face new challenges when introducing solutions. One challenge is to integrate all components and activities of the solution, and simultaneously support the customer’s activities. In addition, the firm must ensu
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Marques, Carmen de Jesus Alves Martins. "Customer's decision-making factors, emotions and experience dimensions in a leisure context application." Doctoral thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/16444.

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Doutoramento em Marketing e Estratégia<br>The purpose of this thesis is to analyze experience dimensions, using Pine and Gilmore’s (1998) model applied to serious leisure context, looking at customer perspective, in order to measure the connection of the customer to the experience event. We use experiential paradigm from the marketing stream and take into account, on one hand, decision-making factors (i.e. characteristics of the event, socialization and networking) and emotions (pleasure and arousal, felt at the beginning of the activity) as antecedents and, on the other hand, the assessment o
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Boote, Jonathan. "Voiced and non-voiced consumer responses to primary dissatisfaction : a uni-dimensional and multi-dimensional study." Thesis, University of Bedfordshire, 2003. http://hdl.handle.net/10547/292478.

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It is proposed by scholars of consumer complaining behaviour that dissatisfaction occurs at two levels: (1) the primary level resulting from product or service failure; and (2) the secondary level resulting from an unsuccessful attempt at complaint resolution with the company held responsible. This thesis provides an integrated analysis of the triggers of voiced and non-voiced consumer responses to the level of primary dissatisfaction. A deductively derived two-factor taxonomy of consumer responses to dissatisfaction was developed out of the extant literature, to identify those responses to di
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Wendt, H. "An evaluation of structural, strategic and cultural dimensions in global account management relationships." Thesis, Coventry University, 2015. http://curve.coventry.ac.uk/open/items/01772430-247d-4334-8850-502960411a06/1.

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Market globalisation has led globalised companies and corporations to increase focus on synchronised and centralised business operations management to enjoy new and apparently boundless opportunities for growth and profit. The role of supplying companies as partners who provide globally consistent, coordinated and competitive support has been commonly recognised. However, supply base consolidation, increased bargaining power and imposed global competition have increasingly shifted power to the buyers. In order to reinforce balanced and sustainable business dyads, this thesis addresses global a
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Razmdoost, Kamran. "The effect of knowledge miscalibration on the dimensions of consumer value." Thesis, Cranfield University, 2015. http://dspace.lib.cranfield.ac.uk/handle/1826/9273.

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Consumer value is an important determinant of consumers’ post-use behaviour, for example satisfaction, repeat purchase and word of mouth. The existing research mainly looks at the factors associated with the product and service providers to improve consumer value. Few studies on the role of the consumer in shaping consumer value have found consumer knowledge to be an important element in shaping consumer value. Adopting critical realism, this PhD expands this area of knowledge by investigating knowledge miscalibration (i.e., the inaccuracy in subjective knowledge) as a significant antecedent o
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Pezeshki, Vahid. "Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service." Thesis, Brunel University, 2009. http://bura.brunel.ac.uk/handle/2438/4350.

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The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by improving service attributes on
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Al-Abdi, Yaser. "A three-dimensional customer commitment model : its impact on relational outcomes." Thesis, University of Manchester, 2010. https://www.research.manchester.ac.uk/portal/en/theses/a-threedimensional-customer-commitment-model-its-impact-on-relational-outcomes(229fec62-bf7b-4f47-a8c0-480f45be8879).html.

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Customer's ever increasing bargaining power makes it particularly important that practitioners and researchers more thoroughly understand the complex nature of customer commitment. Not surprisingly, however, although the construct of commitment has emerged as one of the key constructs in relationship marketing and has been widely studied in literature, there has been very little agreement on the conceptualisation of the construct. Building upon relationship marketing and organisational behaviour literature, the aim of this research is to extend our understanding of the nature of customer commi
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Van, der Vyver Janetta. "The importance of store image dimensions in apparel retail : customer and management perceptions." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/2077.

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Thesis (MComm (Industrial Psychology))--Stellenbosch University, 2008.<br>The apparel retail environment is highly competitive. Products and services that are easily replicated, together with informed and demanding consumer markets, add to the complexity of this dynamic, fast changing retail and manufacturing industry. One avenue that companies explore to differentiate themselves from the competition is by the development of their corporate identity. A fundamental element of marketing communication and corporate identity representation is store image, as it is a vehicle that affects the
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Pettersson, Anders. "High-Dimensional Classification Models with Applications to Email Targeting." Thesis, KTH, Matematisk statistik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-168203.

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Email communication is valuable for any modern company, since it offers an easy mean for spreading important information or advertising new products, features or offers and much more. To be able to identify which customers that would be interested in certain information would make it possible to significantly improve a company's email communication and as such avoiding that customers start ignoring messages and creating unnecessary badwill. This thesis focuses on trying to target customers by applying statistical learning methods to historical data provided by the music streaming company Spoti
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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.

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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes p
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Agbor, Jenet Manyi. "The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-48338.

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It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer
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Wattanakamolchai, Somyot. "The Evaluation of Service Quality by Socially Responsible Customers." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/26501.

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The socially responsible customer segment is growing. Increasingly, customers are concerned about social, political, and environmental issues. These concerns have been shown to affect their attitudes towards the quality of goods and services as well as their buying behaviors. Nevertheless, there is a paucity of empirical research in the service literature on socially responsible customers. This study investigates the role that social responsibility plays in measuring service quality. Both qualitative and quantitative techniques were used in this study. Focus group and in-depth intervie
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Kenttämaa, K. (Katariina). "Identifying and measuring the dimensions of customer experience:a study in the Finnish ice cream bar chain." Master's thesis, University of Oulu, 2014. http://urn.fi/URN:NBN:fi:oulu-201405221455.

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Customer experience as a concept is difficult to define. Customer experience has been investigated over twenty years, but still there is not a common conceptualization of the subject. There is a unite understanding of the multidimensionality of experience, but there is no definition of the dimensions. The purpose of this study is to define the dimensions of customer experience. Another purpose of this study is to measure the customer experience of Finnish ice cream bar chain. Customer Experience Index (CEI) is used as a tool for measuring the experience. CEI is developed by Kim, Cha, Knutson a
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Walker, Lee Charles. "Foreign State Immunity & Foreign Official Immunity: The Human Rights Dimension." Thesis, The University of Sydney, 2017. http://hdl.handle.net/2123/18198.

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This thesis concerns the attempt to establish human rights exceptions to foreign state immunity. The problem has multiple facets. Firstly, suits against foreign governments should be distinguished from suits against foreign officials. Further, in the latter context there is a distinction both between criminal and civil cases and between cases against individuals with immunity ratione personae and those with immunity ratione materiae. Individuals suffering extraterritorial jus cogens violations have been increasingly seeking justice against foreign governments and officials. Restrictive immunit
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HERMANSSON, ULRIKA. "A multi-dimensional model and approach for evaluation of service quality in private education : A key to competitiveness on a rapidly changing market." Thesis, KTH, Industriell ekonomi och organisation (Inst.), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-159016.

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På grund av den kraftiga tillväxt som skett i servicesektorn, vilken idag står för ungefär 70 procent av den totala ekonomiska aktiviteten i världen, har anpassning till nya krav blivit en förutsättning för att säkra en stark position på en snabbt föränderlig och konkurrensutsatt marknad. Oron för kvalitet har därmed vuxit och begreppet är idag, mer än någonsin, en viktig del av en organisations verklighet och vardag. Tidigare modeller för utvärdering av servicekvalitet betonar att kvalitetsbegreppet är mångfacetterat. Trots detta föreslås dessa modeller vara ganska begränsade utifrån en helhe
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Sörlin, Ewa. "Kvalitet i arbete med ensamkommande flyktingbarn." Thesis, Mittuniversitetet, Avdelningen för kvalitetsteknik, maskinteknik och matematik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-31753.

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Verksamheter som arbetar med ensamkommande flyktingbarn, både kommunala och privata, är av lagar och förordningar kravställda på att uppnå god kvalitet. Att uppfylla dessa krav är både avgörande och extremt viktiga för leverans av god kvalitet och tillfredsställelse av kundernas behov. Tidigare forskning på området kvalitet och kvalitetsdimensioner omfattar både offentlig och privat sektor, men tyvärr finns det ingen forskning kopplat till kvalitet i arbete med ensamkommande flyktingbarn. Därifrån utformades studiens syfte som har för avsikt att framta en sammanhållen bild av kvalitet och de v
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Carvalho, Carlos Jorge Henriques de. "Adequação da estratégia de CRM de Payne e Frow a bancos privados de média dimensão." Master's thesis, Instituto Superior de Economia e Gestão, 2009. http://hdl.handle.net/10400.5/1625.

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Mestrado em Marketing<br>O CRM é a ferramenta de gestão com o crescimento mais acelerado da última década. Captou investimentos de $462 mil milhões em 2007. O sector financeiro é o mais avançado na sua adopção. Esta investigação tem como objectivos encontrar uma definição precisa de CRM, elencar falhas na sua implementação e avaliar, através de métodos quantitativos, concordâncias, percepções e atitudes quanto à adequação do Modelo Estratégico e de Implementação do CRM, de Payne e Frow, ao negócio da banca privada de média dimensão. O trabalho conclui que este modelo é entendido como adequado
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Potgieter, Andre. "The material dimension of religion: a case study of selected Neo-Pentecostal churches in Woodstock, Cape Town." Thesis, University of the Western Cape, 2013. http://hdl.handle.net/11394/4479.

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Magister Artium - MA<br>The aim of the study was to establish why the sudden emergence of numerous storefront Neo-Pentecostal churches, in the suburb of Woodstock, Cape Town, were found to be attracting large numbers of members while mainstream churches were closing down or struggling to survive. Over and above the fact that the Neo- Pentecostal churches are flourishing, the sheer number of them, was a further cause for investigation into this phenomenon. The majority of these congregations proved to have sub-Saharan ties (Nigerian in particular) and attracted membership largely of a similar
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Kawharu, Merata. "Dimensions of kaitiakitanga : an investigation of a customary Maori principle of resource management." Thesis, University of Oxford, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.264844.

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Morón, Huamán Katherinne del Pilar. "Dimensiones del marketing experiencial en relación a la satisfacción del consumidor en los restaurantes temáticos de la cultura americana por consumidores de 15 a 35 años de edad de Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/651916.

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El marketing experiencial es considerado un factor de gran valor para los consumidores. Es por ello que el sector restaurantes temáticos es un servicio que está en aumento en el Perú. Sin embargo, para los autores, la experiencia del cliente no es considerado uno de los factores relevantes. Debido a ello, que en la presente investigación se estudiará las dimensiones del marketing experiencial en relación a la satisfacción del consumidor en los restaurantes temáticos de la cultura americana por consumidores de 15 a 35 años de edad. Las variables que se han escogido son las siguientes: dimension
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Orellana, Vázconez Emilia, and Matos Daniela Cabrera. "Las dimensiones del Customer Empowerment en relación a la e-satisfacción del consumidor en tiendas departamentales." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/656442.

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Actualmente las compras y servicios online han crecido exponencialmente, por lo cual las diferentes industrias se han visto en la necesidad de mejorar estos servicios y enfocarse en satisfacer las nuevas necesidades del consumidor. Una de las industrias más afectadas por esta migración al canal online han sido los retailers, por lo que estos han optado por potencializar sus plataformas online, especialmente las tiendas por departamento las cuales tienen gran presencia en el mercado peruano. Las tiendas departamentales, han implementado nuevas estrategias para adaptarse a este nuevo consumidor,
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Mallor, Elodie. "L'évolution dans le temps du poids des dimensions de l'expérience sur la satisfaction cumulée : le cas des services hédoniques." Thesis, Aix-Marseille, 2017. http://www.theses.fr/2017AIXM0492.

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La satisfaction client et la création d’expérience de service positives sont des enjeux forts pour les entreprises. Il faut désormais envisager ces concepts comme des processus évolutifs au fur et à mesure que se construit la relation client. Cette thèse s’inscrit qualitativement et quantitativement dans cette démarche. Elle propose, dans le cas d’expériences de services hédoniques, d’étudier l’évolution de la structure de la satisfaction client au fur et à mesure qu’il multiplie ses expériences. Le secteur spécifique des jeux vidéo est choisi ; un accord a été passé avec une entreprise privée
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Sadek, Heba Hassan. "The impact of marketing communication tools on building brand equity." Thesis, Cardiff Metropolitan University, 2015. http://hdl.handle.net/10369/7829.

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In today’s competitive business environment, banks operate in a severe rivalry due to various factors, including globalisation, fast technological developments and homogeneous nature of banks services. For this reason, building valuable brands is crucial in differentiating banks and adding value to the banking services. The research problem that emerged was: investigating the major bank marketing communication tools to examine their impact on building bank brand equity. The researcher went about in achieving this purpose by: identifying the major marketing communication tools used by banks tha
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Terni, Michela <1993&gt. "Metodologie per la misurazione e l’analisi della customer satisfaction nella dimensione museale e sui servizi offerti. Il museo degli Innocenti di Firenze." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/18575.

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L’elaborato della ricerca di tesi è stato suddiviso in due parti. Dopo una breve introduzione, in cui vengono esposti gli obbiettivi del progetto si apre la prima parte in cui vengono esposti in tre capitoli i fondamenti teorici sui quali è stata sviluppata la ricerca. Nel primo capitolo si dà una panoramica sull’evoluzione del museo, da un museo che conserva a uno al servizio del visitatore. Il secondo e terzo capitolo sono dedicati all’evoluzione e alle metodologie per l’analisi della customer satisfaction e alle sue applicazioni in ambito museale. Nella seconda parte dell’elaborato verrà il
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Turbak, Karolina, and Uliana Kovaleva. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds. : Study of Swedish Banking Industry." Thesis, Mälardalen University, Mälardalen University, Mälardalen University, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6278.

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<p>Date: May 29, 2009</p><p>Course: Master thesis, EFO705</p><p>Authors: Uliana Kovaleva, 830906, Karolina Turbak, 850710</p><p>Tutor: Tobias Eltebrandt</p><p>Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds.</p><p>Strategic question: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?</p><p>Research questions: If customers with Polish and Russian origin differ in their perceptions of the service q
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Canelas, Teresa Raquel Madeira. "A influência do eWOM no processo de reserva nos hostels : caso do TripAdvisor." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19546.

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Mestrado em Marketing<br>Nos últimos anos, tem havido uma crescente evolução digital levando a uma alteração no processo de escolha dos consumidores no sector da hotelaria, tornando-se possível dar a conhecer aos clientes a oferta existente e ao mesmo tempo ajudar no processo de decisão de escolha (Xiang e Gretzel, 2010). A presente dissertação tem como objetivo principal investigar quais as dimensões que influenciam positivamente a satisfação do cliente, e se esta se traduz no electronic word-of-mouth e adoção de recomendação e se o electronic word of mouth tem um impacto direto na adoção de
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Lampeitl, Johanna. "E-handelsförpackningens betydelse för kundbaserat Brand Equity : Hur styrkan i ett varumärke kan byggas med en varumärkesanpassad förpackning vid E-handel." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-433967.

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Studiens syfte har varit att experimentellt undersöka om det finns en varumärkesbyggande påverkan vid varumärkesanpassad distributionsförpackning. Teoretiskt har studien utgått från teorier inom kundbaserat varumärkeskapital med utgångspunkt från teorin om Brand EquityDimensions och Brand Value Chain-modellen. Hypotes: Varumärkesanpassad distributionsförpackning har en positiv påverkan på kundbaserat varumärkeskapital, kontra en generiskdistributionsförpackning vid e-handel. Studien har genomförts med en kvantitativ metod där förhållandet mellan varumärkesanpassad och generisk distributionsfö
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Saínhas, Francisco João Real. "A qualidade de serviço percebida pelo cliente nas agências de um banco de retalho de média dimensão." Master's thesis, Instituto Superior de Economia e Gestão, 2007. http://hdl.handle.net/10400.5/733.

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Mestrado em Gestão / MBA<br>A forma de avaliar as agências bancárias está sobretudo focada em modelos económico-financeiros, sendo imprescindível que modelos da área da avaliação da qualidade percebida pelos clientes tomem o lugar que lhes cabe por direito próprio. Sabe-se hoje que uma deficiente qualidade de serviço prestada em indústrias de serviço, pode afectar negativamente os resultados de uma agência em cerca de 40%. O presente trabalho de investigação tem como objectivo avaliar a qualidade de serviço nas agências bancárias, tendo como inspiração mais remota o SERVQUAL de Parasuraman (19
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Wygant, Ira Oaktree. "Three-dimensional ultrasound imaging using custom integrated electronics combined with capacitive micromachined ultrasonic transducers /." May be available electronically:, 2008. http://proquest.umi.com/login?COPT=REJTPTU1MTUmSU5UPTAmVkVSPTI=&clientId=12498.

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Mallor, Elodie. "L'évolution dans le temps du poids des dimensions de l'expérience sur la satisfaction cumulée : le cas des services hédoniques." Electronic Thesis or Diss., Aix-Marseille, 2017. http://www.theses.fr/2017AIXM0492.

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La satisfaction client et la création d’expérience de service positives sont des enjeux forts pour les entreprises. Il faut désormais envisager ces concepts comme des processus évolutifs au fur et à mesure que se construit la relation client. Cette thèse s’inscrit qualitativement et quantitativement dans cette démarche. Elle propose, dans le cas d’expériences de services hédoniques, d’étudier l’évolution de la structure de la satisfaction client au fur et à mesure qu’il multiplie ses expériences. Le secteur spécifique des jeux vidéo est choisi ; un accord a été passé avec une entreprise privée
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Carlsson, Linnéa, and Elin Johansson. "Pålitlighetens påverkan till kundnöjdhet : En kvantitativ studie om hur konsumenter upplever pålitlighetens påverkan för nöjda kundupplevelser inom konsumentservice." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36228.

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Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier
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Baldwin, James D. "Design of a Custom Wrist Brace that can be 3D Printed from a Three-Dimensional Scan." DigitalCommons@CalPoly, 2020. https://digitalcommons.calpoly.edu/theses/2161.

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Current arm bracing and casting methods for distal forearm and wrist fractures can lead to varying negative medicinal affects such as tightness, skin breakdown and bacteria growth which can cause infection. This can be alleviated by a flexibly compliant and breathable design while keeping the arm and hand fixed at the wrist to promote proper wrist and forearm fracture healing. There have been attempts made to create a 3D printable brace from a three-dimensional scan but they do not account for full encapsulation of the wrist, removability without breaking the brace, nor for the brace being too
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Donadello, Graciane. "Dimensões da qualidade em serviços: um estudo aplicado em uma franquia de idiomas." reponame:Repositório Institucional da UCS, 2011. https://repositorio.ucs.br/handle/11338/587.

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Qualidade em serviços tem sido assunto frequentemente estudado na literatura de marketing de serviços, uma vez que conhecer os fatores que fazem com que os clientes permaneçam adquirindo produtos ou consumindo serviços, permite à empresa direcionar os esforços de marketing, a fim de atingir suas expectativas, maximizando os resultados e promovendo a retenção. Assim sendo, o propósito central deste estudo foi identificar as dimensões e os atributos relacionados à qualidade percebida dos serviços prestados por uma escola de idiomas franqueada, a Wizard, em relação à satisfação dos seus clientes
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ALIC, ALMEDINA, and CAROLINE EMILSSON. "Introducing New Rain Data : A Case Study of Value Proposition Development for Ericsson Weather Data." Thesis, KTH, Industriell ekonomi och organisation (Inst.), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-236045.

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A rapid development with many innovations has happened in recent years. Nevertheless, more than half of all innovations fail, why it is important to understand the customers: their demand, their needs and their benefits. Hence, the purpose of this study is to develop a value proposition for a high technological product in rain measurement, called Ericsson Weather Data (EWD). Since it is a technology-driven product, it is necessary to understand the potential customers to determine the product's market potential. Therefore, semi-structured interviews have been conducted with potential users in
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