Relevant bibliographies by topics / Customer satisfaction

Contents

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

Academic literature on the topic 'Customer satisfaction'

Author: Grafiati
Published: 4 June 2021
Last updated: 9 June 2025

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Journal articles on the topic "Customer satisfaction"

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Fan, Zhi Jun, and Zhao Liang Jiang. "Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model." Applied Mechanics and Materials 224 (November 2012): 358–61. http://dx.doi.org/10.4028/www.scientific.net/amm.224.358.

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The satisfaction of customer requirements (CRs) is the objective of product configuration. A methodology Based on the Kano's model was proposed to explore customers' stated needs and unstated desires and to resolve them into different categories which have different impacts on customer satisfactions (CSs). The customer satisfactions are classified into group satisfaction and individual satisfaction, and each of them has three types with Kano theory. Group requirements items were selected frequently by the same kind of customers. Individual requirements were specified by the customer himself. Based on a combination of group satisfactions and individual satisfactions, the integrated satisfaction was determined. A case study is provided to illustrate the effectiveness of the presented method.
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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Wulandari, Destri, Muinah Fadhilah, and Henny Welsa. "Analisis Repurchase Intention pada Produk Local Brand Erigo berdasarkan Theory of Planned Behavior dan Customer Value dengan Customer Satisfaction sebagai Variabel Intervening." Journal of Management and Bussines (JOMB) 6, no. 6 (December 21, 2024): 1971–85. https://doi.org/10.31539/jomb.v6i6.9365.

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This research aims to determine the influence of Subjective Norms (X1) and Customer Value (X2) on Repurchase Intention (Y) through Customer Satisfaction (Z) as an intervening variable among Erigo brand customers on Shopee. This type of research is quantitative, using Judgment Sampling or purposive sampling for sampling techniques, and data collection is conducted through surveys using questionnaires. The results show that subjective norms have a significant role in influencing repurchase intention. Customer value positively influences repurchase intention. Subjective norms positively affect customer satisfaction. Customer value has a positive impact on customer satisfaction. Customer satisfaction positively affects repurchase intention. In conclusion, customer satisfaction is able to mediate the variables of customer value and subjective norms with repurchase intention for the Erigo brand on Shopee. Keywords: Subjectiver norms, Customer Value, Repurchase Intention, Customer Satisfactio
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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (June 2, 2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.
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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (June 2, 2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.
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Nisa, Leli Akhlaqun, and Siti Nur Qomariyah. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Baitul Maal Wal Tamwil (bmt) Nu Jombang Cabang Ngoro." KOLONI 2, no. 3 (September 4, 2023): 134–41. https://doi.org/10.31004/koloni.v2i3.520.

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Service quality and customer satisfaction are things that must be considered and optimized so that they can encourage customers to survive and remain the choice. Service quality is a form of customer assessment of the services provided by the company to customers. The title of this research is The Effect of Service Quality on Customer Satisfaction of Baitul Maal wal Tamwil (BMT) NU Jombang Ngoro branch. This research has a goal, namely how service quality (tangible, reliability, assurance, responsiveness, empathy) on customer satisfaction of BMT NU Jombang Ngoro branch. The test results on the t test show that tangible service quality has a partial effect on customer satisfaction with a significance value of 0.052 <0.05, reliability has a partial effect on customer satisfaction with a significance value of 0.000 <0.05, and empathy has a partial effect on customer satisfaction with a significance value of 0.011 <0.05. The results of the F test show that service quality has a simultaneous effect on customer satisfaction with a significance of 0.000 <0.05, and the results of the coefficient of determination show a contribution of 0.413 or 41.3% and the rest of the value is influenced by other aspects not tested in this study. Keywords: Service Quality, Customer Satisfactio
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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (July 5, 2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater the emotional marketing that customers can feel. emotional marketingsignificantly influence customer satisfaction. This shows that the greater the value of emotional marketing that can be felt by customers, the customer satisfaction will increase. emotional marketingsignificantly influence customer loyalty. This means that the greater the value of emotional marketing that can be felt by customers, the customer loyalty will increase. Customer satisfactionsignificantly influence customer loyalty. This shows that the greater the value of customer satisfaction, the greater customer loyalty will be. Digital customer experiencesignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer loyalty through emotional marketing. emotional marketingsignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer satisfaction through emotional marketing. Digital customer experiencesignificantly influence customer loyalty through emotional marketing and customer satisfaction.
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Dr., Mohammad Tahseen Sleimi, Asaad Ali Karam Dr., and Ihab Sameer Qubbaj Dr. "The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan." Journal of Al-Quds Open University for Administrative & Economic Research 3, no. 9 (June 1, 2018): 24–37. https://doi.org/10.5281/zenodo.1405450.

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This study aimed to investigate E-banking service quality effects over customer satisfaction, by concerning the moderating role of these customers’ trust. Moreover, this research aims to measure the level of overall customer satisfaction and to know which one of the five SERVIQUAL dimensions has the greatest impact on customer satisfaction. Quantitiative research method was used to attain research goals. 500 questionnaires distributed randomly for E-banking customers in all Arab Bank branches in Amman City with the aim of collecting at least the needed number of respondents. 300 questionnaires have been received and analyzed using SPSS software. Research result shows a strong positive relationship between E-banking services and customer satisfaction. Moreover, the results indicated that costumers are satisfied with insurance, empathy, reliability, tangibles and responsiveness in Arab bank. Finally, research findings admitted that customer trust mediates the relationship between E-banking Services Quality and customer satisfactoon.
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Sarwari, Sara, Tanvir Ahmed Minar, Nasrin Shah Naaz, and Md Al Amin Hossain. "Customer Satisfaction Model." International Journal of Tourism and Hospitality Management in the Digital Age 5, no. 1 (January 2021): 34–51. http://dx.doi.org/10.4018/ijthmda.2021010103.

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In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.
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Dissertations / Theses on the topic "Customer satisfaction"

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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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<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p>
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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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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.<br>Dissertation (MCom)--University of Pretoria, 2012.<br>Marketing Management<br>MCom<br>Unrestricted
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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.<br>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.<br>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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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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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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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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Nicolaou, Daina. "An holistic customer satisfaction model." Thesis, University of Warwick, 2007. http://wrap.warwick.ac.uk/1155/.

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The thesis proposes an holistic customer satisfaction model that can be used as a metric for marketing performance evaluation. The hypotheses aim to develop an integrated customer satisfaction model that synthesizes customer satisfaction antecedents and consequences. The rationale behind this thesis and its relevant hypotheses is multi-faceted. Chiefly, customer satisfaction is considered as marketing's sine qua non; often cited, in the first pages of most of the best-selling marketing books, as the ultimate purpose of the marketing function and even as the short definition of marketing. As such, if there is one metric by which marketing performance should be evaluated with, it should be against its scope and how well it fulfils its goal. Customer satisfaction measurement is not an exact science by default mainly because it deals with human beings and their behaviour that is not only difficult to surface but also difficult to measure. This challenge translates into a plethora of customer satisfaction definitions, antecedents and consequences leading to reluctance to employ customer satisfaction formally for such a serious matter such as marketing performance evaluation and control. Thus, the thesis is a synthesis of prominent customer satisfaction models in an effort to integrate them into one, since the evaluation activity does take an holistic perspective whereas partial models pose the risk of losing synergies that may form in the whole. A multi-method approach is employed to arrive at the integrated customer satisfaction model to be used as a marketing performance metric, commencing with a rigorous review of available models in the literature, continuing with in depth interviews with company managers to understand the industry utilised for the research and content analysis of customer-completed questionnaires and also documents of voluntary expressed free-flow voice of customer (availa1?le online where customers rate companies). The latter consists of elaborate questionnaires completed by customers regarding the different elements of the model. Structural Equation Modelling is deployed to build and test the holistic model as it is the only technique that can simultaneously deal with antecedents and consequences. The first (literature review) and second (in-depth interviews with managers and content analysis of customers' reviews and opinions regarding their purchase experience) phases of the research revealed a massive 25-construct model for customer satisfaction with thirteen antecedents (expectations, performance, disconfirmation, service quality, value, dissonance, emotions/affect, equity, regret/rejoice, assimilation/contrast, attribution, recovery and justice) and eleven consequences (stated loyalty, switching, price tolerance, repurchase, share of wallet, trust, complimenting, complaining to the firm, complaining to a third party, positive and negative word of mouth). In order to test the model, in phase three, a survey questionnaire was designed and calibrated to collect data for analysis using LISREL. Thorough and strict CFA and SEM revealed that thirteen (eight antecedents: performance, disconfirmation, service quality, value, dissonance, emotions/affect, equity, regret/rejoice, and four consequences: trust, repurchase and positive and negative word of mouth) constructs constituted the holistic customer satisfaction model empirically verified in the present thesis.
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Priporas, Constantinos Vasilios A. "Store image and customer satisfaction." Thesis, University of Newcastle Upon Tyne, 2002. http://hdl.handle.net/10443/172.

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Store image as a concept has been considered as one of the most important variables and determinants in the development of retail strategy and economic success in retailing, while customer satisfaction has been recognised as a major success factor in keeping and augmenting the clientele base. Thus, in mature and highly competitive industries such as retailing, it becomes increasingly important to understand the dynamic structure of store image by studying forces or influences contributing to store image formation so that a more effective image creation and strategy can be articulated. This research was designed to investigate the store image in food retailing based on impression and satisfaction components. The sector under empirical investigation is the food retail sector in Greece where important structural changes occurred in the 1990's due to the entrance of foreign retailers in the Greek retail market. The study focused on Thessaloniki area where the local retail groups have a dominant position in the market and that makes competition stiffer and distinguishable from other major cities in Greece. The purpose of this dissertation research was to explore and conceptualize the relationship between store image and consumer satisfaction. The first objective was to identify consumer market segments by using four stage profile cluster analysis, and the second objective is to propose and test a theoretical model of store image formation by employing structural equation modeling. Research methodology integrated qualitative and quantitative research leading to a survey based methodology. The research established dimensions of store image identifying consumer segments link to store image, satisfaction and loyalty. The findings indicated that were significant differences in consumers' behaviour based on the impression and satisfaction components of store image. The results of testing the model as well as the interpretation of the model in this study support the assertion that store image is created by impression, while satisfaction directly affected by the store image and the likelihood of recommendation of a particular store is determined by satisfaction. The results also provide evidence for the store attributes that significantly influence store image and satisfaction in food retailing. In summary, this study contributes to the theoretical advancement of store image formation in the field of food retailing. It also contributes to consumer behaviour and marketing by providing a structural model by which a simultaneous empirical treatment of the elements influencing image was investigated. The results of this study provide important implications for retail marketing managers and can aid in designing and retail strategies to improve store image and develop customer satisfaction.
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PARODI, VALERIO. "Customer Satisfaction: Data Driven Analysis." Doctoral thesis, Università degli studi di Genova, 2022. http://hdl.handle.net/11567/1082323.

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The Project is based on a data analysis of a particular Company in order to increase the brand perception over clients. To delimit the domain, we start with some highlights on customer experience and customer satisfaction. The object of the study is the customer satisfaction measured by Net Promoter Score. The goal of the project is to understand hich segments of the company have an impact on the brand perception, in particular on the NPS. The available data are comment forms filled by clients: some questions are multiple choice questions, while others are free text uestions. Starting from this awareness, our work devotes an entire chapter to theory and techniques useful for our purposes. In particular, we want to give a solid background on free text analysis. We start from intuitive processes to reach sophisticated algorithms to achieve the goal. The initial point is a classification from plain text: text preprocessing, feature extraction from text and linear model for sentiment analysis. Before starting with a language modelling, we introduce a simple deep learning for text classification. Then we describe N-gram language model and neural language model. After the sentiment analysis, the main goal of free text analysis is the topic extraction. In order to achieve this goal we need to model the meaning of the words. This means studying word and sentence embeddings.Distributional semantic, explicit and implicit matrix factorization, Word2vec, word analogies are just some of the technique detailed. Topic modelling means navigate through text collection and find the meaning of a particular sentence or paragraph or an entire document. The world of topic modelling is an ensable of different approaches and algorithms. We chose to analyse PLSA and, in particular, LDA (Latend Dirichlet Allocation). Another important part related to the knowledge necessary to tackle the problem is related to predictive models and feature engineering. An entire chapter is devoted to the feature importance and regression trees. The last part of the document shows the project in detail, starting from real data. We divide the project in two parts. The first analysis is based on multiple choice questions. The objective we have is to understand which question has more impact on the question related to NPS. After that, we want to estimate the variation on the NPS supposing to be able to change the result of a particular question (a particular outlet) through a business action. For this purpose we create a NPS-simulator: starting from a shift of some customer opinions, on a particular outlet, due to a business action, we want to estimate the NPS variation. The second analysis is based on free text questions. Using methods, already seen, we want to extract sentiment from customers opinion and topics not considered in the multiple choice questions. What we want to achieve is a consolidation of knowledge, through data-driven techniques, of what the company is already studying (multiple choice questions), but above all we want to understand what are the strengths to focus on or the weaknesses to work on that until now are not known (free text questions).
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Books on the topic "Customer satisfaction"

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

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

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L, Bailey Earl, and Conference Board, eds. Creating customer satisfaction. Washington, D.C: The Conference Board, 1990.

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Richard, Brookes, and European Society for Opinion and Marketing Research., eds. Customer satisfaction research. Amsterdam: ESOMAR, 1995.

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Barsky, Jonathan D. World-class customer satisfaction. Burr Ridge, Ill: Irwin Professional Pub., 1995.

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United States. Patent and Trademark Office., ed. 2001 Customer Satisfaction Report. [S.l: s.n., 2002.

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United States. Patent and Trademark Office., ed. Customer Satisfaction Report, 2000. [S.l: s.n., 2001.

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United States. General Accounting Office. National Security and International Affairs Division. NASA's customer satisfaction measurements. Washington, D.C: The Office, 1997.

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1943-, Klefsjö Bengt, ed. Quality: From customer needs to customer satisfaction. London: McGraw-Hill Book Co, 1994.

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Timm, Paul R. Customer service: Career success through customer satisfaction. Upper Saddle River, NJ: Prentice Hall, 1998.

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Book chapters on the topic "Customer satisfaction"

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

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Florès, Laurent. "Customer Satisfaction." In Market Research Handbook, 347–63. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119208044.ch18.

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Bolton, Ruth N. "Customer Satisfaction." In The Routledge Companion to Strategic Marketing, 91–106. New York, NY: Routledge, 2021. | Series: Routledge companions in business, management & accounting: Routledge, 2020. http://dx.doi.org/10.4324/9781351038669-8.

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

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

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

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

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

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

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

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Conference papers on the topic "Customer satisfaction"

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S, Varsha, Rivanthika Shri R, Sandra Johnson, and C. Vimala Josphine. "AI-Driven Pricing Precision: Enhancing Customer Satisfaction." In 2024 5th International Conference on Data Intelligence and Cognitive Informatics (ICDICI), 957–62. IEEE, 2024. https://doi.org/10.1109/icdici62993.2024.10810930.

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Fukuda, Shuichi. "Customer Productivity: A Measure for Product and Process Development With Customers." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-70628.

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Although workforce productivity is widely used today, production is quickly moving toward product and process development with customers. Creative customers would like to get more and more involved in product development and furthermore, they would like to get satisfaction not only from the final product but from the processes as well. So we have to introduce a new measure for productivity, which focuses more on how much satisfaction a customer obtains from production. So the new definition of productivity in this sense will be: Customer productivity = Amount of satisfaction / Customer’s psychological time and money (physical and virtual involvement in production) This is different from the current customer satisfaction. Current one is focused on how much satisfaction a customer will have for a final product. This is a definition from the standpoint of the producer. The new definition is from the standpoint of the customer. This paper points out that if we introduce Mahalanobis Taguchi System, such a measure can be established and we can introduce a new metric for measuring customer’s satisfaction for the new type of prosumer system or co-production.
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Nobilo, Ivana. "CUSTOMER SERVICE SATISFACTION AND CULTURAL DIFFERENCES IN CUSTOMER SERVICE EXPECTATIONS IN SWITZERLAND." In European realities - Power : 5th International Scientific Conference. Academy of Arts and Culture in Osijek, J. J. Strossmayer University of Osijek, 2023. http://dx.doi.org/10.59014/yyng9427.

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Customer satisfaction is a key driver of revenue. This paper investigates possible differences in customer service satisfaction and expectations between Swiss citizens and expatriates. The measurement of customer satisfaction and expectations is based on quantitative research in form of an online survey, where customers were asked to express opinions on statements via satisfaction scales, mapping various interactions with service providers in hospitality, finance, retail industry and analysis. The aim of the paper is to collect the said data as well as to analyze traditional customer satisfaction survey as secondary data and to offer recommendations for upgrading customer satisfaction in Switzerland, if any.
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Anderst-Kotsis, Gabriele, and Jürgen Ratzenböck. "Evaluating Customer Satisfaction." In iiWAS2018: 20th International Conference on Information Integration and Web-based Applications & Services. New York, NY, USA: ACM, 2018. http://dx.doi.org/10.1145/3282373.3282384.

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Bordian, Mihaela. "The influence of factors on customer satisfaction in the selection of logistics service providers." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a, 219–22. Academy of Economic Studies, 2025. https://doi.org/10.53486/sstc2024.v1.47.

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Maintaining and increasing customer satisfaction is a key driver of sustainable competitive advantage in the logistics services sector. Customer satisfaction reflects how the delivered product or service meets the customer's expectations. This research aims to identify the determinants in the choice of logistics service providers by customers. Using a method of systematic review of specialized literature published in the international databases Web of Science and Scopus, the bibliometric analysis highlights that the central factor of satisfaction and competitiveness in logistics is service quality. Thus, the results confirm the existence of various perspectives and quality assessment criteria in this field.
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Zannrni, Eyad, Qusay Al-salami, and Fatma El-Zelawi. "Customer Satisfaction on Online Shopping Service Quality During Covid-19 Spreading." In ‎4th International Conference on ‎Administrative ‎& Financial Sciences. Cihan University-Erbil, 2023. http://dx.doi.org/10.24086/icafs2023/paper.893.

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Measuring customer satisfaction with online shopping (CSOS) service is indispensable nowadays, especially during COVID-19 spreading. Therefore, measuring customer satisfaction (CS) has become necessary to develop the quality and continuity of services. This research has three objectives: specifying factors that play a role in customer satisfaction on multi-communications companies' online-service quality (OSQ) in Erbil, measuring the effect of these factors, and examining the difference in satisfaction among customer groups taking into consideration the demographic information. The sampling is selected randomly from (144) customers having been shopping during the Covid-19 spreading to be the target people of this study. Testing of the hypotheses shows that a positive and significant relationship has existed between customer satisfaction and online service quality (OSQ) on E-commerce platforms: Web Design and Reliability are the most influential factors in customer satisfaction, while safety and customer service have little impact. Besides other factors, demographic variables, such as age and monthly income, affect customer satisfaction at online shopping websites.
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Wang, Yi, and Ping Zhao. "Return on satisfaction: Is customer satisfaction really profitable?" In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174913.

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Cheng, You-ming, Hui-yan He, and Yun-miao Gui. "The Customer Satisfaction Matrix: A Method to Analyze, Evaluate and Improve Customer Satisfaction." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5305106.

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Gras, Felix, Pascal Ravesteijn, Marlies van Steenbergen, and Roland Bijvank. "Business Customer eXperience Alignment Framework: Improving Customer Satisfaction." In 31st Bled eConference: Digital Transformation – From Connecting Things to Transforming Our Lives, June 17 – 20, 2018, Bled, Slovenia. Univerzitetna založba Univerze v Mariboru / University of Maribor Press, 2018. http://dx.doi.org/10.18690/978-961-286-170-4.25.

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Han Jieping, Li Jiying, and Fan Wenyan. "Customer lifetime value model based on customer satisfaction." In 2010 2nd International Conference on Information Science and Engineering (ICISE). IEEE, 2010. http://dx.doi.org/10.1109/icise.2010.5690873.

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Reports on the topic "Customer satisfaction"

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

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

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

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Tan, Lili. The Roles of Information Technology in Customer Relationship Performance, Employee User Satisfaction, Service Quality and Customer Satisfaction. Ames (Iowa): Iowa State University, January 2019. http://dx.doi.org/10.31274/cc-20240624-1490.

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Ferdous, Zannatul, and Wahid bin Ahsan. Customer Experiences with E-commerce Returns in Bangladesh: Effects on Satisfaction, Trust, and Loyalty. Userhub, October 2024. http://dx.doi.org/10.58947/journal.nfqj67.

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The rapid expansion of e-commerce in Bangladesh has revolutionized consumer behavior, providing convenience while creating challenges in managing product returns. This study examines customer experiences and perceptions of e-commerce returns in Bangladesh, focusing on critical factors like product discrepancies, refund processing delays, return policy transparency, and customer service issues. Using a mixed-methods approach, data was collected from 151 survey respondents and 18 interviews with customers, e-commerce employees, and logistics personnel. The findings reveal that product misrepresentation, delayed refunds, poor customer service, and unclear return policies are the main drivers of dissatisfaction. Addressing these through enhanced quality control, faster refund systems, simplified return policies, and better customer support is essential to building trust and long-term loyalty. This study provides actionable recommendations for e-commerce platforms to improve return processes and strengthen customer relationships.
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none,. Impacts of Energy Efficiency Programs on Customer Satisfaction. Office of Scientific and Technical Information (OSTI), November 2011. http://dx.doi.org/10.2172/1219688.

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

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

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

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

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