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Relevant bibliographies by topics / External customer satisfaction / Dissertations / Theses

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Dissertations / Theses on the topic 'External customer satisfaction'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Figueroa, Cervantes Carlos. "Impacto de las tecnologías de información y comunicación en la satisfacción del cliente interno y externo en las empresas de servicios dentales mas representativas en lima metropolitana." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/626395.

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Hoy en día el empresariado pone énfasis en el manejo de las herramientas tecnológicas para poder lograr sus objetivos estratégicos y ser competitivas en el mercado. En este contexto, se hace imperante considerar la inserción de las TICs en los procesos organizacionales pues sabemos las ventajas competitivas que esto supone, sin embargo, es importante considerar que en la implementación de un sistema de información intervienen muchos factores, siendo uno de los principales el factor humano. Es así como en esta investigación se pretende analizar el impacto de las TICs en la satisfacción del clie

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Slobodníková, Eva. "Analýza spokojenosti zákazníků a návrhy na zvýšení její úrovně." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224405.

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The diploma thesis deals with the analysis of customer satisfaction with the product. This work defines the theoretical backgroung and issues related to customer satisfaction. The basic methods and processes for analysis of the marketing environment and the isssue of a questionnaire survey. Theoretical solutions are applied to a specific product, running shoes of the company adidas. The questionnaire survey, internal and external analysis, suggests the factors with which customers are or are not satisfied. Specific proposals to increase customer satisfaction with the product are set out on the

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Motaung, Mokabe Julia. "Quality assurance practice in the provisioning RPL (Recognition of prior learning)in higher education." Thesis, Pretoria : [s.n.], 2007. http://upetd.up.ac.za/thesis/available/etd-09062007-162307/.

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Diniz, José Leonardo Paz. "A INTEGRAÇÃO DO MODELO KANO COM O BALANCED SCORECARD COM ÊNFASE NA SATISFAÇÃO DOS CLIENTES INTERNOS E EXTERNOS." Universidade Federal de Santa Maria, 2011. http://repositorio.ufsm.br/handle/1/8175.

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The global scenario shows that dairy cooperatives are exposed to an increasing global competition. In this picture, the function of the quality and strategic area is critical to assist in making decisions and maintain continuous improvement of products and services. In this research, attempted to propose a systematic with emphasis in the satisfaction of the internal and external customers of the cooperative concerned to the quality of its products and services, Besides performing integration of the Kano Model with Balanced Scorecard with the intention of managing the activities better and to s

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Miranda, Joel Barbosa de. "Busca da satisfação dos clientes externos atraves da analise dos resultados dos atributos da qualidade : uma aplicação na industria de autopeças." [s.n.], 2005. http://repositorio.unicamp.br/jspui/handle/REPOSIP/263711.

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Orientador: Miguel Juan Bacic<br>Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica<br>Made available in DSpace on 2018-08-04T09:27:49Z (GMT). No. of bitstreams: 1 Miranda_JoelBarbosade_M.pdf: 1485928 bytes, checksum: e5047b5375ab4bfbaeccd3246274efaf (MD5) Previous issue date: 2005<br>Resumo: Este trabalho tem por objetivo analisar criticamente os atributos da qualidade, presentes numa organização do setor de autopeças, que visam maximizar a satisfação dos clientes inseridos no mercado automotivo brasileiro. O estudo iniciou-se com a rev

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Löfqvist, Ninnie. "Kundtillfredsställelse inom djursjukvården : En studie av intern och extern kundtillfredsställelse vid en distriktsveterinärmottagning." Thesis, Mittuniversitetet, Avdelningen för kvalitets- och maskinteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34817.

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Den arbetsrelaterade ohälsan i landet har blivit ett växande problem generellt. Bland veterinärer upplevs arbetsbelastningen vara hög, det är många som funderar på att byta yrke och självmordsfrekvensen är högre än för andra yrkesgrupper. Syftet med studien var att bidra till ökad kunskap om både intern och extern kundtillfredsställelse inom djursjukvården genom att undersöka hur tillfredsställda djurägare är med veterinärbesöken och hur tillfredsställda veterinärerna är med sin arbetsmiljö, samt att identifiera möjliga förbättringsåtgärder för dessa områden. Den teoretiska referensramen utgic

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Li, Yi-Yang, and 李宜洋. "Organizational External Trust Associated with Customer Satisfaction, Customer Relationship Management." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/97uwj4.

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碩士<br>崑山科技大學<br>企業管理研究所<br>97<br>Because of intense competition, the importance of trust is to be emphasized again and again, and also because the customer has entered an era of relations, not only to attract new customers, but also to establish long-term customer relationship. Enterprises to sustainable development is necessary to keep on trying to acquire new customers and maintain existing customers, retaining customers trust is one of the important ways. Customer satisfaction is the goal pursued by many companies, business management is also important to assess one of the indicators, and c

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CHANG, CHING-WEN, and 張瀞文. "The External Information and Customer Satisfaction for Select Shops." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/39507582998089525474.

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碩士<br>國立高雄第一科技大學<br>行銷與流通管理系連鎖加盟管理碩士班<br>105<br>近年、世界各国で世界4億人以上がインスタグラムを利用し日々8000万枚以上の写真がアップされている。日本でも2014年より利用者が急増し、810万人にまで広がっている。このような状況下において、企業のマーケティング活動ではインスタグラムが新たな顧客接点として注目されている。　利用者のニーズに基づいて作られた数多くのフィルターがあるので、簡単に雰囲気のある写真を投稿することができる。また、撮っている人や場所をタグ付けできるため、記録のような使い方をされている方もいる。そして、コメントを活用して写真とテキストで生活を表現する人もいる。　セレクトショップに関する研究の中に、セレクトショップの店員と顧客が自分のSNSをシェアする際、SNSで、使いやすい写真シェアのアプリとして、「インスダグラム（Instagram）」という選択肢が含まれる必要があるという指摘がある。本研究はセレクトショップの消費者を研究対象とするので、「ストア・イメージ」関連の変数をして分析した。さらに、ストア・イメージの測定項目について、先本研究はそれにわけて、店舗・店員要因および商品要因に対する影響を明らかにする。本研究では、さらに「情報共有意図」、「情報発信」という概念をモデルに加えて討論を行った。なぜなら、顧客にセ

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Menezes, Thays de Pimentel Teixeira. "Uncovering the external perspective of a corporate brand." Master's thesis, 2015. http://hdl.handle.net/10071/11628.

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JEL classification: Marketing M31; Business Administration M10<br>Branding and reputation literature have been mentioning the importance of managing the corporate brand, which is perceived as a crucial intangible asset. It has been argued that a strong corporate brand is essential to create and maintain a sustainable competitive advantage as well as a long term relationship with multiple stakeholder groups (Boyd et al., 2010). Indeed, the world's most successful companies invest in their image and rely on the coordination of the company's vision, corporate strategy, communications, organizatio

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CHAO, ZIH-CING, and 趙梓晴. "The Study for Service Quality and Customer Satisfaction of Procurement in Hospitals: The Perspectives from Internal and External Customers." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/658v7e.

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碩士<br>弘光科技大學<br>健康事業管理研究所<br>105<br>Purchasing is considered as science, hospital purchasing is even more so. Most of the previous studies on purchasing are focused on the control of purchasing costs; rarely do they approach a customer-oriented perspective to explore the quality of purchasing services. The purpose of this study is to look at the difference between expectation and actual experience on purchasing service quality of internal and external customers of hospital purchasing departments and how their actual experience on purchasing service quality would influence their customer satisf

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Shih, Chung-Jen, and 施中仁. "Internal and External Customer Analysis and Customer Satisfaction Research of the Information Services Industry: A Case Study of “I” Corporation." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/2bk7vm.

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碩士<br>國立中興大學<br>高階經理人碩士在職專班<br>104<br>The purpose of this research is to investigate the core competencies and construct the management opportunity grid (MOG) of information service business. The researcher synthesizes related literature, focus group discussion, and practitioners'' viewpoints to conclude the following four dimensions of core competence: production, service, profession, and future. These four dimensions are then employed to develop 23 items of ability attributes, being the questionnaire contents of this study. This research has established the management opportunity grid of

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12

De-cheng, Liou, and 劉得丞. "Influence of External Service Quality and Customer Satisfaction upon Internal ServiceQualityand Employee Satisfaction—Illustrated in Cross-Strait Beauty Salon Service." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/30084615547761303060.

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碩士<br>大葉大學<br>國際企業管理學系碩士在職專班<br>94<br>In this paper, the influence of the Internal Service Quality on Employee Satisfaction and External Service Quality on Customer Satisfaction in cross strait Beauty Salon Service is analyzed. The scope is from diversity and relationship in all aspects and to determine the effect of Employee Satisfaction on External Service Quality further. The conclusions are listed as follow: 1、Even though the genders of the customers are very close proportionally in cross strait Beauty Salon Service, the composition is quite different. The customers in Taiwan have a wi

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Liu, Chengwei, and 劉承瑋. "The Impact Of Customer Participation On The Value And Satisfaction Of External And Internal Customers In Service Industry: A Case Study Of Hair Fashion Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/62019740061779370765.

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碩士<br>義守大學<br>管理學院管理碩博士班<br>100<br>More and more enterprises have introduced customer participation as a tool for creating customer value and increasing customer satisfaction. The reality of reducing employee value and thus an injury to the employee satisfaction, however, should at the very least give pause for thought. There is less past research on discussing these two different effects together, and therefore this study analyzed the manifestations of customer participation on customer value and employee value comprehensively. Four hundred and eight front-line employees and customers of the

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Sun, Li-jun, and 孫麗君. "The Relationship Between Internal Service Quality、Employee Satisfaction、External Service Quality And Customer Satisfaction：An Example of Banks in Tainan City." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/38391455962102338896.

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碩士<br>國立成功大學<br>企業管理學系專班<br>97<br>“The importance of service providing” has been a big issue in the service management and marketing field since the theories of service quality and relationship marketing were proposed in 1980s. As a result, the researches into the correlation between two mature and well-developed research fields, employee and customer satisfaction, followed it to be popular. Many scholars commonly believe that employee satisfaction and customer satisfaction have a positive relationship even though the related empirical researches are deficient. The bank is a center stage in th

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Chan, Chiang-Chou, and 詹江洲. "The Linkage of Service Climate and Affective Commitment：The Comparison of Satisfaction and Citizenship Behaviors through the Internal and External Customer." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/86060263364500596948.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>99<br>First line service employees simultaneously pay attention to their own and their customer’s well-being. For public service organization, there also exists strategic importance in the dual management concerns of customer-oriented service. This research attempts to test the comparison model of overall and customer-linked antecedents and consequences of employee affective organizational commitment. Based on the realization of current concerns and the research motivation, this research determines (a) how service climate variables(trust, fairness treatment, supervi

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郭開祥. "Applying Herzberg''s Two-factor Theory of Motivation to the External Customer Satisfaction--An Example of the Gas Station Service Quality." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/62740032987390216000.

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Lee, Ping-ping, and 李萍萍. "The Moderating Effects of Internal Marketing and External Marketing upon the Relationship between Interactive Marketing and Customer Satisfaction: A Multi-level Model." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/qg7wy2.

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碩士<br>靜宜大學<br>管理碩士在職專班<br>97<br>For the tendency of fewer children and international competition, university needed to response the needs of customers to survive. Therefore marketing activities had been emphasized by some universities. However, the key point would be depended on the satisfaction of the interaction among school teachers and students. This study addressed that internal marketing and external marketing could moderate the relationship between interactive marketing and students’ satisfaction. Unfortunately, internal marketing and external marketing belonged to organizational level

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Wang, Chin-Ming, and 王親民. "The Research of improving the Service Satisfaction via Customer Relationship Management Activities for the Providers of External Quality Control- Examples from Primary Medical Laboratory Institutions." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/98508268366329077679.

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碩士<br>國立彰化師範大學<br>企業管理學系國際企業經營管理<br>98<br>This study focused on the effectiveness of service satisfaction for the customer relationship management activities to primary medical laboratory institutions provided by external quality control institution. Taking three dimensions of customer relationship management activities into account, including (1) the professional quality of external quality control institution and with the factors of operation process and the sense of professional level; (2) the pattern of testing unit and with the packaging and instructions, frequency and time point; (3) deg

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Wang, Ju-Te, and 王儒德. "A study analysis on the association between internal and external customer satisfaction: A case study of the Taiwan Tobacco Liquor Corporation in Tainan Business Department." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/77011816305013981369.

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碩士<br>台南科技大學<br>商學與管理研究所<br>98<br>Abstract The study emphasizes on the understanding and the analysis on the identification, satisfaction and expectations from the internal employees and external customers of Taiwan Tobacco and Liquor Corporation with regards to the abolition of monopoly to restructuring into a company. The study adopted questionnaire survey on the internal employees and external customers of Taiwan Tobacco and Liquor Corporation, with the objectives of conducting assessment and exploration on the current condition the company’s internal and external customers and in attempt t

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Castro, Joana Monteiro de. "A satisfação do cliente em contexto de consulta externa, num hospital privado." Master's thesis, 2016. http://hdl.handle.net/10071/13049.

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No mundo atual em constante evolução, a preocupação com a Satisfação do Cliente e os os fatores que a influenciam tem assumido maior importância não só para as organizações de saúde, mas também para os utilizadores dos serviços de saúde. A promoção e garantia da qualidade dos serviços oferecidos assumem-se como metas essenciais para a satisfação das expetativas e das necessidades dos clientes. Este indicador assume-se como um instrumento de avaliação e análise da qualidade dos serviços e cuidados de saúde prestados, na medida que permite um ajuste contínuo da política organizacional, visando

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Chang, Chiu-Ying, and 張秋英. "Exploring Internal and External Customers’ Satisfaction Analysis of Combined Printing Firms- An Examination of Both Transactional and Relational Customers." Thesis, 2019. http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dnclcdr&s=id=%22107NCHU5457051%22.&searchmode=basic.

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碩士<br>國立中興大學<br>高階經理人碩士在職專班<br>107<br>This study is mainly exploring the core competence of the S company of combined printing industry, and constructing S company’s management opportunities grid. By reviewing literatures and discussing with managers of S company, we first conclude four core competence of S company: internal service value, product & image, customer network, and differentiated services. Second, we developed 30 attributes of core competence and 3 open questions for the final version questionnaire of this study. This study constructed the management opportunities grid by surveye

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HAJSKÝ, Ondřej. "Využití nástrojů PR ve výchovných a vzdělávacích institucích." Master's thesis, 2010. http://www.nusl.cz/ntk/nusl-48311.

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The primary objective of this work was to introduce readers to the basic terminology in the field of Public relations and outline their ties to marketing communication. The practical part is focused (by using the results of a questionnaire survey and interview school management) determination of tools used in PR and their effectiveness, potential communication channels and factors that influence students'decisions on the selection of the following schools. After reading this thesis, the reader should have also an idea of how to evaluate the satisfaction of customers (in this case the students)

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Huang, Ting-Yun, and 黃婷筠. "The evaluation model of external and internal customer’s satisfactions base on the customer’s relationship management – An illustration of chain hotel in Taiwan." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/72567084187679905351.

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碩士<br>中華大學<br>科技管理學系(所)<br>95<br>The international community has identified the 21st century as a time for both tourism and high-tech industries. World Travel & Tourism Council (WTTC: 2002) forecasted a tremendous growth in leisure travel which would boost the global travel expenditures from 4.21million million dollars to 8.61million million dollars and heighten the ratio of tourism income in GDP from 3.6% to 3.8%. Thus we can speculate that tourism industry will occupy a critical portion of the global economic development. To be an outstanding one in this competitive hotel market, raising cus

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Raru, Liudmila. "The impact of internal marketing and service quality on customers’ satisfaction in Moldovan Higher Education Institution: the case of study of Cahul State University “Bogdan Petriceicu Hasdeu”." Master's thesis, 2015. http://hdl.handle.net/10400.1/8175.

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Dissertação de Mestrado, Gestão de Recursos Humanos, Escola Superior de Gestão, Hotelaria e Turismo, Faculdade de Ciências Humanas e Sociais, Universidade do Algarve, 2015<br>Atualmente, muitas organizações, empresas ou instituições, especialmente aquelas que são fornecedoras de serviços tais como as instituições de ensino superior (IES) enfrentam vários desafios competitivos, independentemente sua imagem de marca e processo organizacional, como seja fornecer serviços de alta qualidade. Como resultado da forte competitividade nesta área de mercado, os requisitos para atingir padrões de qualida

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