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Mitra, Trin A. 1974. "Measuring the causes of airline customer dissatisfaction." Thesis, Massachusetts Institute of Technology, 2001. http://hdl.handle.net/1721.1/82232.
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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 dissatisfaction analogous with both primary and secondary dissatisfaction. Based on this taxonomy, a deductively derived typology of consumer responses to primary dissatisfaction, together with two truncated alternatives, was also proposed. The proposed typologies facilitated two levels of analysis: (1) the unidimensional level relating to whether or not the dissatisfaction was voiced to the company held responsible; and (2) the multi-dimensional level of response style engaged in. At each level of analysis, the contribution to total explained variance of six trigger sets was assessed: pre-dissatisfaction situation, post-dissatisfaction situation, company/consumer relationship, marketplace/consumer relationship, psychographics and demographics. The validity of both the proposed two-factor taxonomy and the three typologies was examined through a cross-sectional survey of 1000 dissatisfied consumers across eight product and service categories. Findings supported the deductive basis of the taxonomy, where it was found that whilst exit behaviours and private negative word-of-mouth are analogous with the level of primary dissatisfaction, the incidence of public negative word-of-mouth, third party action and grudge holding was significantly greater among consumers experiencing secondary dissatisfaction. These findings also supported the deductive basis of the proposed typologies of responses to primary dissatisfaction, by empirically identifying those responses analogous with this level of dissatisfaction. At the unidimensional level of analysis, the trigger sets explained 54% ofthe variance between a voiced and a non-voiced instance of primary dissatisfaction. At the multidimensional level of the response style, 63% of variance was explained between response styles in the truncated typology with the most practical use for suppliers. On the basis of these findings, recommendations are made to practitioners on how to encourage supplier-friendly consumer response styles following primary dissatisfaction, and to discourage less friendly styles. The empirically supported truncated typology -distinguishing between passive, private responses, telling, and telling + private responses -represents an important strategic tool for suppliers to monitor and benchmark responses to primary dissatisfaction among their customer base.
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Russo, Johanna, and Sara Pierre. "Banks' Counteractions against Customers' Online Criticism." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-14774.
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Abstract Title: Banks’ Counteractions against Customers’ Online Criticism Date: June 5, 2012 Institution: School of sustainable development of society and technology, Mälardalen University Level: Bachelor thesis in business administration, 15 ECTS Authors: Sara Pierre and Johanna Russo Tutor: Carl G. Thunman Keywords: Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOM Purpose: The purpose of this thesis is to describe and analyze how, where and why customers criticize the banking sector through online platforms, how the banks choose to defend themselves and counter this criticism, and to what extent these complaints may proliferate if not dealt with. The thesis will result in recommendations and suggestions for complaint management. Method: In order for the thesis to capture the entire environment of online complaints, it has been conducted both from the banks’ and the customers’ perspective. Gathered information and cases as well as two interviews have been used for fulfilling the purpose of the thesis. Once studied, these sources have been analyzed and finally, conclusions and recommendations have been made based on the analysis. Conclusions: Customer electronic word-of-mouth is publicly displayed on the most commonly used social platforms. In order to avoid unnecessary proliferation of customer complaints, companies ought to implement social customer relationship management strategies aimed towards fulfilling customer needs as well as company objectives. Complaints spread through social media can easily spiral out of hand as a result of the enormous amount of worldwide Internet users that can access the information, and for this reason, banks need to counter these complaints before they become unmanageable.
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Priest, Susan Julia. "Stimulating the performance of SMEs through Business Link : an assessment of customer satisfaction and dissatisfaction and policy implications." Thesis, University of Cambridge, 1999. https://www.repository.cam.ac.uk/handle/1810/251473.
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Milewicz, Chad. "Market-Based Asset Management and Shareholder Value: Investigating the Roles of Human Capital and Factor Markets in Maximizing Returns on Customer Relationships." Doctoral diss., Orlando, Fla. : University of Central Florida, 2009. http://purl.fcla.edu/fcla/etd/CFE0002769.
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Larsson, Madelene, and Sandra Ånebrant. "Förståelsen av kundmissnöje : En undersökning om studenters missnöje och kundbeteende i kollektivtrafiken." Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-11680.
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I kollektivtrafiken är socialt oacceptabla beteenden vanligt förekommande och många anställda blir utsatta för kränkningar såsom utskällningar, förolämpningar och/eller svordomar (Strandberg et al. 2008). Branschstatistik visar att ungefär hälften av samtliga arbetsskadeanmälningar till Arbetsmiljöverket mellan åren 2005-2007 kunnat kopplas till våld, hot eller rån (Strandberg 2008). Både polis och socialsekreterare har en lägre anmälningar andel än kollektivtrafiken, medan endast yrkesgrupperna kriminalvårdare och väktare har en högre andel.För att ha en möjlighet till att reducera dessa oacceptabla beteenden är det viktigt att studera kundbeteenden och hitta orsaken till att kunder blir missnöjda. Företag och organisationers kunskap om kundbeteenden är en viktig framgångsfaktor. Kunder som är missnöjda leder till förlorade intäkter och spridning av negativ word of mouth leder till dåligt rykte på marknaden (Gopala et al. 2010).Studien genomfördes för att få kunskap om vilka faktorer som leder till missnöje i kollektivtrafiken och på vilket sätt resenärerna uttrycker sitt missnöje. Studien inriktades mot kollektivtrafiken i Karlstad och bland studenter vid Karlstads Universitet. Studien baseras dels på fokusgrupper, dels en enkätundersökning samt viss sekundärdata från Karlstadsbuss.Karlstadsbuss egna undersökningar visar att endast 2 % av Karlstads resenärer är missnöjda med bussbolaget (se bilaga 4). Däremot visar resultatet från denna studie att det finns ett betydligt större missnöje bland studenter. Missnöjet förmedlas dock sällan till Karlstadsbuss. Det absolut vanligaste sättet för studenter att uttrycka sitt missnöje genom negativ word of mouth.
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Gustafsson, Maria. "Patient experience surrounding service failure in Swedish public healthcare: a qualitative study of patient perceptions." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-45198.
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Background: Swedish healthcare is frequently claimed to be top class. A view not only communicated by politicians and the media, but also shared by an average citizen - for decades. Certain statistical indicators seem to support this: Sweden historically scores very high in life expectancy, stroke and cancer survival and infant mortality. At the same time, it is being reported that Swedish healthcare is suffering from a number of problems. While statistics looks reassuring, it focuses on results rather than processes, and does not take patient perceptions into account. Patient perspective seems to be somewhat overlooked in general in favour of more operations-focused research. Purpose: The purpose of this study is to address the shortage of relevant literature and describe patient experience surrounding service failure in the fairly unique institutional context of Swedish public healthcare. Patient experience will include patient perceptions on service failure and recovery, as well as patient expectations and post-failure responses. Method: The study employed a qualitative approach with 13 semi-structured interviews. Conclusion: The study located reasons for service failure, which are fairly consistent with both previous research on this matter and the reported struggles of Swedish healthcare. It was also found that service recovery is not a common occurrence. Determinants for patient expectations and variability in patient post-failure responses were also uncovered.
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Hörbe, Christine de Vasconcellos. "Comportamento do consumidor após falhas em serviços: uma pesquisa com usuários de planos de saúde." Universidade do Vale do Rio dos Sinos, 2012. http://www.repositorio.jesuita.org.br/handle/UNISINOS/4375.
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Previous issue date: 2012-08-31<br>Nenhuma<br>Esta dissertação apresenta uma investigação sobre comportamentos pós-insatisfação de clientes dos serviços de saúde e fatores que interferem nesse comportamento. Dados do principal órgão regulador, a ANS (Agência Nacional de Saúde Suplementar), tem demonstrado um aumento no índice de reclamações dos consumidores de planos de saúde. Embora vários estudos em marketing investiguem o comportamento de insatisfação de clientes em serviços, há uma escassez de pesquisas no que diz respeito ao comportamento após as falhas no serviço, no contexto de serviços em saúde. Assim, o objetivo geral desta pesquisa foi identificar as principais causas de insatisfação nos clientes de planos de saúde e investigar a influência desses fatores no comportamento futuro do cliente em termos de continuar no plano, mudar de plano e recomendar ou não o plano para outras pessoas. A fim de alcançar tais objetivos, foi realizada uma pesquisa do tipo “survey” corte transversal, com amostra de 225 consumidores de planos de saúde individuais e empresariais. O estudo é delimitado à região sul do Brasil, no Rio Grande do Sul, com foco na capital Porto Alegre e Região Metropolitana, por motivos de acessibilidade, mas poderá ser estendido para outras capitais em projetos futuros. Como principais conclusões, a satisfação com a resolução do problema influencia na satisfação acumulada, na permanência do usuário ser cliente do serviço, e em não realizar reclamação para empresa. Já o boca a boca negativo é influenciado pelos usuários com 41 anos idade ou mais, e ainda que a intenção de reclamar de maneira formal tem maiores chances com as mulheres.<br>This dissertation presents an investigation into conduct post-customer dissatisfaction health services and factors that affect this behavior. Data from the main regulatory agency, the ANS (National Agency of Supplemental Health), has shown an increase in the rate of consumer complaints of health plans. Although several studies in marketing investigate the behavior of customer dissatisfaction in services, there is a paucity of research regarding the behavior after service failure in the context of health services. The objective of this research was to identify the main causes of dissatisfaction in client health plans and investigate the influence of these factors on future customer behavior in terms of continuing the plan, change plans and recommend whether or not the plan for others. To achieve these goals, we conducted a survey research cross-sectional sample of 225 consumers with health plans and individual business. The study is delimited to the south region of Brazil, Rio Grande do Sul, with a focus on capital Porto Alegre and its metropolitan area, for accessibility reasons, but can be extended to other capitals in future projects. As main conclusions, satisfaction with the resolution of the problem influences the accumulated satisfaction, user be staying in customer service, and does not claim to hold firm. Already the "word of mouth" is influenced by negative users aged 41 years or older, and even pretend to complain formally have bigger chances with women.
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Helgesson, Sarah. "Researrangörernas förskönade verklighet : En kvantitativ analys av missnöjda inlägg på Facebook." Thesis, Umeå universitet, Institutionen för kultur- och medievetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-144445.
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The study intends to examine how the media conditions have created opportunities for travel agencies to convey an embellished picture of their travel destinations, but also opportunities för there customers to participate in the debate when they are dissatisfied. The travel agencies concerned are Ving, Apollo and TUI. The theoretical framework explains how media platforms come closer and create opportunities for greater participation among audiences. To highlight the unrealistic material, hyper-reality is discussed and there are also discussions about how travel operators only intends to satisfy their customers needs. There has been a quantitative approach to the travel agencies' Facebook pages where dissatisfied posts have been analyzed following a code schedule. The result has shown that the aspects of their travels they were most dissatisfied with were the service, the transportation, the destination and the website/application. The conclusion of the study has been that the media conditions are to blame for the expectations of their destinations becoming too high. The travel agencies embellished material creates conditions for increased sales, but as customers get more space to express their dissatisfaction, travel agencies have a lot to lose. It also creates an understanding of how the media, with their prerequisites, reflect the needs of the public and that expectations are based on both marketing and own assumptions.
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Artis, Andrew B. "A taxonomy of customer dissatisfaction-related coping tactics based on dissatisfaction-related goals." 2004. http://etd.utk.edu/2004/ArtisAndrew.pdf.
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Thesis (Ph. D.)--University of Tennessee, Knoxville, 2004.<br>Title from title page screen (viewed Jan. 13, 2005). Thesis advisor: Sarah F. Gardial. Document formatted into pages (xii, 340 p. : ill. (some col.)). Vita. Includes bibliographical references (p. 305-329).
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Chiou, Weiming, and 邱惟明. "The Relationship among Customer Satisfaction, Customer Dissatisfaction and Customer switching - The Case of Fast Food Industry." Thesis, 1996. http://ndltd.ncl.edu.tw/handle/89585865503343376058.
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Huang, Jui-Han, and 黃瑞漢. "The Customer Satisfaction and Dissatisfaction ofService Encounter with Bank Financial Consultant." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/96623295497957572482.
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碩士<br>國立雲林科技大學<br>企業管理系碩士班<br>94<br>Abstract
In the intense competition of wealth management market, the service of the financial consultant is more and more important, this paper use the critical incident technique to explore the factor of satisfaction and dissatisfaction of the finance consultant’s service to the customer, as the basis of the banking industry service improvement to raise the advantage of competition.
This paper used the interview with person to collect the critical incident of the customer who had been serviced by the financial consultant. We got 152 data of the interview, there are 160 satisfaction events and 144 dissatisfaction events, altogether obtains effective event is 304. Next, carry on the classification, compare, and analysis of the satisfaction and dissatisfaction event that customer encounters with the service of the financial consultant, to explore the critical factor of customer to be satisfied and dissatisfied. Provide the reference to the financial consultant and let them to provide more perfect service, satisfied the finance customer’s real need and create the biggest mutually benefits. After the classification, compare, and analysis of this paper, we found that：
1. The customer thought financial consultant “performance of professional ability”, “integral assessment”, and “benefit of wealth management”, these three items are the critical factors of service encounter. Although, financial consultant got many positive appreciations from customer of these three items, but there are still many customers felt dissatisfy of these three items and have complains. This is the customer’s expect result of the financial consultant role, and also it’s the critical factor to influence the financial consultant’s service quality.
2. The customer thought “response to customer preferences” is the dissatisfied item to influence the service encounter, financial consultant can not satisfy the customer need of finance goods and provide customization service is the most let the customer feel dissatisfy and would have complains.
3. The customer thought “ response to unreasonably slow service” is the dissatisfied item to influence the service encounter, when the bank was very busy or had a lot of customers, it will let the customers have complains. Although, customer had response to the bank or financial consultants, but they still feel very dissatisfy. .
4. The customer thought “response to special needs customers” is the dissatisfied item to influence the service encounter, customer hopes to get the non-financial affair service from financial consultant, but they do not get the response from financial consultant, therefore, customer feel dissatisfy.
5. “Attention paid to customer” is the satisfied item to influence the service encounter. Because of the financial consultant pay attention and respect on the customer that will let customer feel surprised and they like it, let them feel they are unique, so the customer will feel very satisfy.
Keywords：wealth management, financial consultant, service encounter, Critical Incident Technique ; CIT
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HSU, MI-HSUAN, and 許秘瑄. "Service Failure Severity, Dissatisfaction and Repurchase Intention: Investigating the Moderating Effect of Customer Inertia." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/4ca46t.
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碩士<br>國立臺南大學<br>行政管理學系碩士班<br>107<br>The service industry is very important now because it can develop and promote the national economic. Service failures cannot be totally avoided due to the nature of service - variability and intangibility. Customers are likely to feel dissatisfied due to the perceived severity of service failures, leading to low repurchase intentions. However, some customers are dissatisfied but continue to interact with the service provider. In the past, service research mainly focused on service recovery strategies, ignoring customer psychological mechanism caused by the bias of status quo. Therefore, in order to fill this research gap, this study will explore the role of customer inertia in the service failure model. A total of 289 valid questionnaires were collected to test hypotheses by using SPSS and AMOS. The results showed that: (1) Service failure severity had a significant positive impact on customer dissatisfaction; (2) Customer dissatisfaction had significant negative impacts on repurchase intentions; (3) Customer inertia negatively moderated the relationship between customer dissatisfaction and repurchase intentions. Theoretical and practical implications are discussed.
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Chen, Chia-Wei, and 陳嘉偉. "The Influence of Customer Dissatisfaction with Service Failure and Satisfaction with Service Recovery in Hotel." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/49075579962699643957.
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碩士<br>健行科技大學<br>國際企業管理研究所<br>102<br>In recent years, Taiwan’s hotel industry grows by policy opening and tourism promotion, especial the policy of Chinese people come to Taiwan, makes more and more new hotel build. It’s an important issue that How to make hotel industry focus on quality from quantity and how to offer good service quality and to get high customer satisfaction. According to the studies before, there are many studies about service quality and customer satisfaction, but few about service failure and dissatisfaction. We use attribution theory to distinguish service failure as controllable failure and uncontrollable failure. We also distinguish service recovery as real recovery and psychological recovery and measure the effect of its with recovery satisfaction. Furthermore, some studies said that hotel location and hotel reputation can also effect satisfaction. So, we investigate the effect of service failure with dissatisfaction and recovery with satisfaction. Even use location and reputation as moderators.
We use questionnaire to collect data. The study population is the Chinese tourists in Taiwan or who has come to Taiwan. We send 500 copies of questionnaire and 278 copies returned. Valid questionnaire returned rate is 55.60%. The result as follow:
1.Controllable failure don’t influence failure dissatisfaction significantly.
2.Uncontrollable failure influence failure dissatisfaction significantly.
3.Psychological recovery influence recovery satisfaction significantly.
4.Real recovery influence recovery satisfaction significantly.
5.Hotel location and hotel reputation don’t have moderating effect to service failure and failure dissatisfaction.
6.Hotel location and hotel reputation have negative moderating effect to service recovery and recovery satisfaction.
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Chuo, Chia-Hui, and 卓家慧. "A study of the Relationship between Brand Image, Brand Relationship, Brand Loyalty, Customer Dissatisfaction, and Customer Complaint Behavior – UsingTaiwan Market of Note Book PC as Examples." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/16488467626687568540.
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碩士<br>國立臺灣科技大學<br>管理研究所<br>95<br>The industry of Note Book PC in Taiwan has two trends of own-brand and OEM strategy. Except the famous worldwide-known brand – ASUS & Acer, all the makers are focus on the OEM manufacturing. The ratio of latter one is 90%, however, its profit is getting lower which was result in 3~5% in2005. Furthermore, against to Desk Top computer, Note Book PC is required of more high technical level. Therefore, the “Brand” effect customer’s purchase decision a lot.
Brand management needs to maintain the good relationship with customers, in order to get the advantages in the competitive environment. The companies who have excellent Brand Image, good Brand Relationship with customers, a lot of customers with high Brand Loyalty, must value its own feathers highly. Have to enhance the product’s function, quality and service system. Otherwise, would bring much more damage and loss once occurs the customer dissatisfaction and customer complain.
The purpose of this study is to examine the relationship of brand image, brand relationship, brand loyalty, customer dissatisfaction and customer complain behavior based on the Note Book PC in Taiwan market. Consider the consumers who have ever purchased and consumed the note Book PC in Taipei and Hsin Hsiu areas. Sending out 213 coping of questionnaires, and eliminating 24 useless copies, there are 178 effective copies. The effective rate is 83.6%. Based on the descriptive analysis, factor analysis, correlation analysis, regression analysis, the result is as follows:
1. Brand Image, Brand relationship and Brand loyalty have positive effect toward customer dissatisfaction. That is, the most favorite Note Book PC if happened the cases like service failure, the customer’s dissatisfaction would be stronger.
2. Customer Dissatisfaction has positive effect toward Customer Complaint Behavior.
3. Brand Image, one dimension of brand relationship and brand loyalty has positive effect toward customer complaint behavior. However, the other two dimension of brand relationship have indirect positive effect toward customer complaint behavior.
Keywords: Brand image, Brand relationship, Brand loyalty, Customer Dissatisfaction, Customer complaint behavior.
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Yan, Kuanghung, and 顏匡宏. "The Effects of Service Failure Severity and Service Recovery on Customer Dissatisfaction－The Moderating Effect of Service Recovery Employees’ Physical Attractiveness." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/9a77c3.
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碩士<br>靜宜大學<br>企業管理學系<br>100<br>In this study, the use of the experimental method, to explore the impact of service failure severity, service recovery measures of customer dissatisfaction, and the physical attractiveness of the service recovery as Moderating explore for the severity of the service failure and service recovery measures by the interference effect.In this study, three-way ANOVA results show:(1)When a serious service failure occurs, the customer dissatisfaction will be significantly higher than the minor service failures；(2)a high degree of physical attractiveness of the service recovery personnel customer dissatisfaction will be significantly lower than the low level of service recovery staff physical attractiveness；(3)substantial remedies, its customers are not satisfied with the degree of psychological services will be significantly higher than the remedial measures；(4)mistakes in severe service situations, the use of the remedy of psychological, the highly physical attractiveness of service recovery compared to the low degree of physical attractiveness remedial staff, can effectively reduce customer dissatisfaction；(5)in the minor service failure contexts, substantial remedial the highly physical attractiveness remedial compared to low physical attractiveness, can effectively reduce customer dissatisfaction.Accordingly, this study recommends: (1) should be possible blunders control in ordinary or even slight extent of, so as to avoid a strong degree of customer dissatisfaction；(2) during the service recovery should take substantial compensation services remedial measures can effectively reduce customer dissatisfaction generated；(3) in terms of employees training, service providers should encourage employees to maintain or improve their own physical attractiveness, and this will help to the service failure, can effectively reduce customer dissatisfaction.
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Tong, Lik Fat Joseph. "An empirical study of factors driving complaint behaviour intentions of retail-customers in the Hong Kong telecommunications services industry." Thesis, 2013. http://hdl.handle.net/1959.13/937519.
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Professional Doctorate - Doctor of Business Administration (DBA)<br>Service scholars and managers consider managing customer complaint behaviour as a strategic priority because of its impact on the customers’ perceptions of the service. Despite complaint behaviour having been studied in several research fields including services marketing and consumer behaviour in western markets, there is no universal agreement on the factors that drive complaint behaviour in Asian markets such as in the Hong Kong telecommunications sector. Thus, the research was designed to address the research problem: ‘To what extent does perceived service quality, level of dissatisfaction with the service, importance of the situation, and perceived likelihood of success with the complaint influence complaint behaviour intentions of retail-customers in the Hong Kong telecommunications services industry?’ To address this research problem, a theoretical framework was developed based on previous studies that identified and integrated various drivers of customers’ complaint behaviour intentions including: (1) perceived service quality, (2) level of dissatisfaction with the service, (3) importance of the situation, and (4) perceived likelihood of success with the complaint. Consequently, four hypotheses were derived from literature. The study adopted a cross-sectional research design in which quantitative data were collected by a questionnaire from a convenience sample of retail-customers of telecommunications services at four locations in Hong Kong to test the proposed hypotheses. In total, 420 valid responses were then analysed via multiple regression analysis. Three out of the four proposed hypotheses were supported that showed level of dissatisfaction with the service, and importance of the situation both has significant influence on complaint behaviour intentions, whereas, perceived service quality has an indirect, significant influence on complaint behaviour intentions. The findings lead to a number of theoretical and practical implications. From the theoretical perspective, this study provides empirical evidence that the perceived likelihood of success with the complaint is not a driver that positively influences the complaint behaviour intentions of retail-customers in telecommunications services sector in Hong Kong, while the level of dissatisfaction with the service is the strongest predictor among all the constructs studied. From a managerial perspective, this study increased the understanding on the factors affecting complaint behaviour of retail-customers in the Hong Kong telecommunication services industry which enable marketing practitioners to formulate strategies to better manage complaint behaviour leading to improved business performance. In summary, the model provided a framework to researchers to further investigate complaint behaviour intentions in the future, and enabled practitioners in telecommunications services industry to formulate effective marketing and management strategies.
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Govender, Pavanasen. "Marketing/Branding Pietermaritzburg. An exploratory evaluation of the opinions and perceptions of residents and their levels of satisfaction or dissatisfaction towards the city." Thesis, 2006. http://hdl.handle.net/10413/989.
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Arambewela, Rodney Amarasinghe. "Post-choice satisfaction of international postgraduate students from Asia studying in Victorian universities." Thesis, 2003. https://vuir.vu.edu.au/342/.
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This research examines the relative customer satisfaction or dissatisfaction (CS/D) of international post-graduate students from Asia with the university as a study destination. The investigation is guided by the main research question: Are there differences in the level of customer satisfaction and dissatisfaction between international postgraduate students from Asia studying in Victorian universities? A conceptual model of post-choice satisfaction is developed and tested to support the analysis of four groups of students from China, India, Indonesia and Thailand studying in five universities in Victoria: Deakin University, La Trobe University, Swinburne University of Technology, the University of Melbourne and Victoria University of Technology. The research comprised two interrelated studies: a qualitative investigation, and a quantitative study. The qualitative study included a literature review and an exploratory study, which consisted of focus groups and depth interviews, and the development of the preliminary model of post-choice satisfaction. The analysis of this stage resulted in the identification of 36 variables influencing post-choice satisfaction of students, which were operationalised in a survey questionnaire based on the seminal expectancy disconfirmation paradigm and the SERVQUAL instrument. A final model of post-choice satisfaction was developed following the preliminary analysis of the qualitative data, and tested at the quantitative stage of the study. During this stage, the total variables included in the model were reduced to 26 variables within four composite constructs that were used to measure CS/D supplemented by the testing of eleven hypotheses using multiple techniques. The results showed that there were differences in the level of satisfaction between student groups and universities. In terms of the overall satisfaction, there were significant differences in the number of satisfied students, with students from India recording the lowest satisfaction levels followed by students from Thailand, Indonesia and China. The tests of significance indicated that education standards and facilities (UNISAT1) customer value and study outcomes (UNISAT3), and image, prestige and recognition (UNISAT4), were the most dominant factors in influencing post-choice satisfaction among student groups. Among the classificatory variables, age and semester were the most significant in explaining the variances in the satisfaction levels of students. High student expectations, the strength of student-lecturer relationship, the perceived role of lecturers, university bureaucracy, lack of student friendly policies, passive complaining behaviour and the lack of opportunities for industry experience were among the key findings of the study, which were directly related to the student satisfaction formation process. The thesis makes a contribution to knowledge by developing a conceptual model of post-choice satisfaction, cross national comparison of post-choice decision making behaviour of international postgraduate students, the use of triangulation methodology to ensure rigour in research and particularly the use of ratio scores in addition to weighted average gap scores to measure satisfaction. At a practical level, the major findings of this research provide greater insight into the post-choice decision-making process of postgraduate international students, which would enable Australian universities to devise appropriate strategies to enhance their attractiveness and competitiveness in a highly globalised industry. Several limitations of the research are identified and suggestions for future research including more longitudinal studies to improve the validity of the research and the findings are presented.
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Moodley, Vamaalen Mogambery. "Market analysis of Arivia.kom." Diss., 2004. http://hdl.handle.net/10500/1895.
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Arivia.kom was formed out of a merger of the information technology (IT) departments of Eskom, Transnet and Denel. The aim was to address skilled staff losses and to achieve economies of scale. Agreements were drafted ensuring arivia.kom business patronage for a period of five years.
Arivia.kom's commencement was accompanied by problems, affecting its customers to the extent that they indicated dissatisfaction with performance. This study established the extent of those problems, and the reasons for their occurrence. A market analysis was conducted with specific focus on customer and competitor analysis. An investigation was conducted into the quality of service, overall customer impression of the organisation since its inception, as well as performance against competitors.
The major findings indicated that performance problems were not isolated incidents but consistent across the organisation. These problems stemmed from poor organisational design, poorly evolved organisational culture, unclear positioning and poor competitor and customer intelligence capability.<br>Business Management<br>M. Comm. (Business Management)
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Abdula, Fazila Kamal. "O impacto da falha de serviço no eWOM negativo e equidade da marca." Master's thesis, 2019. http://hdl.handle.net/10362/62916.
Full textAbstract:
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence<br>Existem premissas bem estabelecidas na literatura relativamente a uma falha de serviço. Foram documentados efeitos negativos sobre a lealdade do cliente, perceção da qualidade, word of mouth online, retaliação ou ainda a troca de marca.
O objetivo principal desta investigação foi compreender o impacto da falha de serviço na cultura portuguesa, no segmento de Internet e TV Cabo. Recorreu-se a uma complementaridade de métodos, qualitativo com a análise de conteúdo e quantitativo com a modelação de equações estruturais. Adicionalmente, propôs-se um novo conceito - a perceção de perda, de forma a avaliar a perceção do cliente face a uma experiência negativa de consumo.
Segundo os resultados do método qualitativo, aferiu-se que existem 12 categorias que um serviço pode falhar na indústria em estudo. No método quantitativo, sob uma recolha de 145 observações válidas, os inquiridos apresentaram um elevado grau de perda percebida face ao incidente. Sob a tripla decomposição do conceito de perceção de perda, foram percecionados graus elevados nas dimensões económica (R2= 81%) e psicológica (R2= 80%), seguidamente em desempenho do serviço (R2= 64%). Quanto ao word of mouth negativo online, a maioria dos respondentes não efetuou partilha pública sobre o incidente. Porém, entre os clientes que reclamaram em plataformas online, a dimensão-gatilho de perda que respondeu pela queixa foi a psicológica (p < 0.01). Por fim, e apesar do elevado grau de perda percebida dos inquiridos face ao incidente e das premissas na literatura, as dimensões da equidade da marca permaneceram intactas (p > 0.05).<br>Several premises are well-established in literature regarding a service failure. Negative impacts over customers’ loyalty, perception of quality, negative word of mouth online, retaliation or even brand switching were announced by researchers.
The primary goal of this investigation was to assess the impact of a service failure in portuguese culture, particularly on Internet and Cable TV segment. In order to attain the proposed goal, qualitative and quantitative approaches were combined, with content analysis for qualitative method and structural equation modeling for quantitative. Furthermore, a new concept was proposed - perception of loss, aiming at proper evaluation of customers’ perceptions regarding a negative consumption experience.
Based on qualitative results, there are 12 categories which a service failure can occur. With quantitative, through 145 valid observations, the individuals revealed a high degree of perceived loss regarding the service failure. According to the facets of the proposed concept, higher degrees relied on economical (R2= 81%) and psychological (R2= 80%) dimensions, followed by service performance (R2= 64%). In regard to negative word of mouth online, the majority of individuals remained silent. However, for the individual who did complaint in social networks platforms the psychological dimension was the pivotal trigger (p < 0.01).
Albeit the higher levels of perceived loss related to the incident as well many premises in literature, brand equity dimensions remained intact (p > 0.05).