Relevant bibliographies by topics / Satisfaction level of customers

Contents

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

Academic literature on the topic 'Satisfaction level of customers'

Author: Grafiati
Published: 5 June 2025
Last updated: 1 August 2025

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Journal articles on the topic "Satisfaction level of customers"

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Kolathappilly, Anjali Balan, and Mathan Kumar. "Satisfaction Level of Customers on E-CRM." Journal of Lifestyle and SDGs Review 4, no. 4 (2024): e03549. http://dx.doi.org/10.47172/2965-730x.sdgsreview.v4.n04.pe03549.

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Objectives: Commercial banks are moving from a product-centric approach to a customer-oriented approach. This shift reflects the current trend of prioritizing the customer, where the saying "Customer is the King" has become prevalent. Customers now have the option to compare various products and choose those that best meet their preferences. They also expect a high level of service, a tailored product offering, and a personalized delivery model. In this context, banks in Kerala, similar to other regions in India, must adapt quickly to meet these evolving expectations to remain competitive. The
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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif
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Wojciechowska-Solis, Julia. "Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing." Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing, no. 9(58) (June 28, 2013): 638–45. http://dx.doi.org/10.22630/pefim.2013.9.58.55.

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Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfa
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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid, and Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)." Journal of Management Info 3, no. 1 (2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.

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The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers
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Johan, Johan. "The Service Quality and Marketing Mix Influence to Customer Satisfaction of Pertamina Petrol Station." Applied Quantitative Analysis 3, no. 2 (2023): 1–13. https://doi.org/10.31098/quant.1745.

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Petrol station company usually is classified as a trading company to sell fuel to customers. The service quality variable is as important as the goods (fuel) trading. The company should serve customer's needs and wants in the petrol station business as a comprehensive trading and service operation. That is why the writer tries to research service quality and marketing mix influence related to customer satisfaction in a Pertamina petrol station but will be viewed by gender perspective, how they are treated and valued by female and male customers.The research area is in Pertamina petrol station
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Dwinur, Janreza1 &. Rony Riduan*2. "CUSTOMER SATISFACTION LEVEL ANALYSIS OF INTAN BANJAR WATER COMPANY'S CUSTOMERS USING IMPORTANCE PERFORMANCE ANALYSIS METHOD." GLOBAL JOURNAL OF ENGINEERING SCIENCE AND RESEARCHES 7, no. 7 (2020): 49–60. https://doi.org/10.5281/zenodo.3969044.

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Intan Banjar Water Company is a regional owned company engaged in the supply of clean water. The service of water supply company must be as good as possible. The purpose of this research is to find out the level of customer satisfaction as well as the level of employee satisfaction in order to know the performance of Intan Banjar Water Company in fulfilling water supply which is then put forward recommendations in an effort to improve the service. Through the Importance Performance Analysis, recommendations for service improvement are obtained by inserting the values of importance and perceive
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Buoye, Alexander, Yuliya Komarova Loureiro, Sertan Kabadayi, et al. "Is share of wallet exclusively about making customers happy or having more customers? Exploring the relationship between satisfaction and double jeopardy." Journal of Service Management 27, no. 4 (2016): 434–59. http://dx.doi.org/10.1108/josm-05-2015-0157.

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Purpose – The satisfaction and loyalty research argues that customer satisfaction is an antecedent to share of wallet (SOW). The double jeopardy view, however, argues that satisfaction and SOW levels are driven exclusively by penetration levels. Customer satisfaction and penetration, however, are not always positively related. The purpose of this paper is to explore the relevance and validity of these two divergent perspectives to creating growth in customer share of spending. Design/methodology/approach – The authors examine a series of models evaluating the impact of both the relative penetr
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A. Ramos, Adoree, Ivory Jane A. Arcilla, and Cristel Joy C. Macatangay. "DOWNLOAD PDF DOWNLOAD XML FACTORS AFFECTING CUSTOMER’S SATISFACTION ON FACEBOOK MARKETPLACE AS PURCHASING PLATFORM: EVIDENCE FROM LAGUNA, PHILIPPINES." Journal Of Third World Economics 1, no. 1 (2023): 26–29. http://dx.doi.org/10.26480/jhcdc.01.2023.26.29.

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This paper investigates the factors affecting the customer’s satisfaction on the Facebook Marketplace as a platform for online shopping. The purpose of this study is to determine what characteristics influence customers’ satisfaction when they purchase any product from Facebook Marketplace. The study dealt with the factors affecting customer satisfaction on the Facebook marketplace, namely: expectation, perceived performance, and disconfirmation; the level of customer satisfaction with using Facebook as a purchasing platform; and the significant difference in factors affecting customer satisfa
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A. Ramos, Adoree, Ivory Jane A. Arcilla, Reimyella G. Coralde, and Cristel Joy C. Macatangay. "FACTORS AFFECTING CUSTOMER’S SATISFACTION ON FACEBOOK MARKETPLACE AS PURCHASING PLATFORM: EVIDENCE FROM LAGUNA, PHILIPPINES." Journal Of Third World Economics 1, no. 1 (2023): 26–29. http://dx.doi.org/10.26480/jtwe.01.2023.26.29.

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This paper investigates the factors affecting the customer’s satisfaction on the Facebook Marketplace as a platform for online shopping. The purpose of this study is to determine what characteristics influence customers’ satisfaction when they purchase any product from Facebook Marketplace. The study dealt with the factors affecting customer satisfaction on the Facebook marketplace, namely: expectation, perceived performance, and disconfirmation; the level of customer satisfaction with using Facebook as a purchasing platform; and the significant difference in factors affecting customer satisfa
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Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.657.

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This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach’s Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer’s satisfaction about service quali
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Dissertations / Theses on the topic "Satisfaction level of customers"

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Meesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6248.

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<p>Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden</p><p>Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?</p><p>Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.</p><p>Theory and
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Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6267.

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<p><p><strong>Title:</strong> The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.</p><p><strong>Problem Statement: </strong>How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?<strong> </strong></p><p><strong>Purpose: </strong>The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.<strong></strong></p><p><str
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Pizzi, Gabriele <1982&gt. "The temporal pattern of customer satisfaction: a construal-level approach." Doctoral thesis, Alma Mater Studiorum - Università di Bologna, 2010. http://amsdottorato.unibo.it/2514/1/Pizzi_Gabriele_Tesi.pdf.

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Customer satisfaction has been traditionally studied and measured regardless of the time elapsed since the purchase. Some studies have recently reopened the debate about the temporal pattern of satisfaction. This research aims to explain why “how you evaluate a service depends on when you evaluate it” on the basis of the theoretical framework proposed by Construal-Level Theory (CLT). Although an empirical investigation is still lacking, the literature does not deny that CLT can be applied also with regard to past events. Moreover, some studies support the idea that satisfaction is a good predi
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Pizzi, Gabriele <1982&gt. "The temporal pattern of customer satisfaction: a construal-level approach." Doctoral thesis, Alma Mater Studiorum - Università di Bologna, 2010. http://amsdottorato.unibo.it/2514/.

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Customer satisfaction has been traditionally studied and measured regardless of the time elapsed since the purchase. Some studies have recently reopened the debate about the temporal pattern of satisfaction. This research aims to explain why “how you evaluate a service depends on when you evaluate it” on the basis of the theoretical framework proposed by Construal-Level Theory (CLT). Although an empirical investigation is still lacking, the literature does not deny that CLT can be applied also with regard to past events. Moreover, some studies support the idea that satisfaction is a good predi
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Yeung, Matthew Chi Hei. "Linking customer satisfaction to profitability : an econometric analysis of firm level data." Thesis, University of Nottingham, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.397585.

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Hofmann, Nadine Elisabeth. "Testing a heuristic that determines customer service level in a two-echelon inventory system." Thesis, University of British Columbia, 1985. http://hdl.handle.net/2429/24399.

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The purpose of this thesis is to test, via a GPSS simulation, a heuristic developed by B.A. Rosenbaum. The heuristic determines the level of service a customer receives in a multi-echelon inventory system. The system consists of one central Distribution Centre (DC) which is the source of supply for eight Regional Distribution Centres (RDC's), which themselves are the source of supply for customer demand. Service is defined to be the fraction of demand met from on-hand stock at the location where the order is placed. Two distinct sets of tests on the heuristic are performed in this thesis. Fir
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Mayer, David M. "Are you in or out? a group-level examination of the effects of LMX on justice and customer satisfaction /." College Park, Md. : University of Maryland, 2004. http://hdl.handle.net/1903/1939.

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Thesis (Ph. D.) -- University of Maryland, College Park, 2004.<br>Thesis research directed by: Psychology. Title from t.p. of PDF. Includes bibliographical references. Published by UMI Dissertation Services, Ann Arbor, Mich. Also available in paper.
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Jang, Jichul. "A Multi-Level Examination of Factors Predicting Employee Engagement andits Impact on Customer Outcomes in the Restaurant Industry." The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1373985282.

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Edström, Andreas, and Beatrice Nylander. "Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36114.

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Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry  Level: Student thesis, final assignment for Bachelor Degree in Business Administration  Author: Beatrice Nylander &amp; Andreas Edström  Supervisor: Patrik Sörqvist  Date: 2021 – June  Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence.  Method: Two surveys have been conducted where 190 respondents were introduced
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Lu, Phuc Hong, and Ian Lukoma. "Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.

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In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study e
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Books on the topic "Satisfaction level of customers"

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M, Laseter Timothy, and Russell Max, eds. Strategic product creation: Deliver customer satisfaction from every level of your company. McGraw-Hill, 2007.

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Deschamp, P. Customer satisfaction: A survey of students in Western Australian government schools and their parents about their level of satisfaction with their school. The Department, 1996.

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J, Sviokla J., and Shapiro Benson P, eds. Keeping customers. Harvard Business School Press, 1993.

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P, Shapiro Benson, and Sviokla J. J, eds. Seeking customers. Harvard Business School Pub., 1993.

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(Firm), Fifty Lessons. Making customers matter. Harvard Business School Press, 2010.

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Gupta, Sunil. Valuing customers. Marketing Science Institute, 2001.

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Gupta, Sunil. Valuing customers. Marketing Science Institute, 2001.

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Zhukova, Evgeniya, Tat'yana Suvorova, Vyacheslav Burlakov, and Alan Abaev. Customer orientation as a key value of modern competitive business. INFRA-M Academic Publishing LLC., 2025. https://doi.org/10.12737/2172769.

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The monograph is devoted to the consideration of customer orientation through the prism of the key value of a competitive company, analyzes various approaches and methods of customer orientation formation. The high efficiency of the customer-oriented approach in organizations is proved, and the importance of the company's work on the implementation of the customer-oriented model is noted. The stages of implementing a customer-oriented approach based on identifying and promoting customer-oriented value, increasing customer satisfaction and building consumer loyalty, as well as other aspects of
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Visser, R. H. World class manafacturing makes satisfied customers. Irish Quality Association, 1991.

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Blackshaw, Pete. Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000. Broadway Books, 2008.

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Book chapters on the topic "Satisfaction level of customers"

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Evanschitzky, Heiner, Barbara Caemmerer, and Christian Brock. "A Multi-Level Study on Franchisee- and System-Level Antecedents of Opportunism and Satisfaction." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_40.

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Lebedeva, Olga, Julia Poltavskaya, and Valeriy Gozbenko. "Multi-criteria Optimization Level of Customer Satisfaction by Minimizing Time Costs." In Lecture Notes in Networks and Systems. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-11058-0_116.

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Hair, Joseph F., G. Tomas M. Hult, Christian M. Ringle, Marko Sarstedt, Nicholas P. Danks, and Soumya Ray. "Moderation Analysis." In Classroom Companion: Business. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-80519-7_8.

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AbstractWhen moderation is present, the strength and even the direction of a relationship between two constructs depend on a third construct (i.e., the moderator). In other words, the strength of the relationship between two constructs changes as the levels of the moderator construct change. As an example, the relationship between customer satisfaction and customer loyalty may not be the same for all customers but may differ depending on moderators such as income, age, or switching costs. As such, moderation can (and should) be viewed as a means of accounting for heterogeneity in the data. In
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Kim, Tae Hyun, Kwang Hyuk Im, and Sang Chan Park. "Intelligent Measuring and Improving Model for Customer Satisfaction Level in e-Government." In Lecture Notes in Computer Science. Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11545156_4.

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Rizzuti, Sergio, and Luigi De Napoli. "Engaging in Product Development as Means to Understand the Basics of Design." In Lecture Notes in Mechanical Engineering. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-70566-4_59.

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AbstractTeaching product design is not a trivisal task. Considering the experience done along 20 years of teaching at master level class in mechanical engineering it is possible to take stock. The model followed is Project-Based Learning and this method can be licensed as the model that gives greater satisfaction to all attendees. Students give high score to the survey organized by university at the end of the course to assess didactic validity. Also, teachers have many stimuli when discussing with students the activities proposed. The course is based on the development of an industrial produc
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Godefroit-Winkel, Delphine, Mbaye Fall Diallo, and Souad Djelassi. "Shopping Mall Values, Customer Satisfaction, and Loyalty: The Moderation of Education Level in Morocco: An Abstract." In Marketing Opportunities and Challenges in a Changing Global Marketplace. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-39165-2_264.

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Koley, Jyotirmoy. "Customer’s Satisfaction Towards Sustainable Banking Services of Public Sector Banks in India: A Study on SBI in the District of Hooghly, West Bengal." In Sustainable Roadmap Development Strategies in India: Paving the Way for a Better Future. Lincoln University College, Malaysia, 2023. http://dx.doi.org/10.31674/book.2023srdsi005.

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The banking industry is one of the most important pillars in the Indian financial system for the sustainable progress and improvement of the Indian economy. The banking industry is a direct, customer-oriented service industry. After the induction of reforms in the financial sector of India in 1991, customer satisfaction with the banking products and services offered by the bankers in India has become the key factor for all types of banking business. Finally, customer service has turned into a differentiating factor for bankers’ profitability, prospects, and sustainability. So, to survive and s
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dos Reis, Felipa Lopes, and Mamadú Sanhá. "Customer Satisfaction, Value, and Loyalty." In Advances in Religious and Cultural Studies. IGI Global, 2024. https://doi.org/10.4018/978-1-6684-9897-2.ch008.

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The present work had as its theme “Customer satisfaction, value and loyalty: the case of the Operational Company of Security (COPS) – Portugal”, it was guided by the following starting questions: What is the degree of customer satisfaction with the service provided by the company COPS in Portugal? What is the perception of customers regarding the valuation of COPS services? What is the level of pretension of customers to retain in the company. To obtain the answers to these questions, in addition to reviewing the literatudo about the key concepts, based on bibliographic research, a survey was
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Owusu, Dominic, Benedict Ofori Antwi, Alice De Veer, and Grace Akosua Kwaa Opoku-Asiamah. "Service Recovery Strategies and Customer Satisfaction in the Digital Age." In Advances in Hospitality, Tourism, and the Services Industry. IGI Global, 2025. https://doi.org/10.4018/979-8-3693-7447-4.ch021.

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Customers of utility service providers in developing economies face frequent interruptions in service delivery by service providers. Customers experience power outages, disconnecting customers from service without recourse to prompt reconnection, billing discrepancies etc. are among the problems encountered by customers of utility service providers. Customers on the other hand resort to open confrontation, non-refusal to pay bills and other mechanisms to register their displeasure towards the utility service providers. A key tool available to utility service providers to ensure customer satisf
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Süer, Gürsel A., and Aslıcan Arınsoy. "Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Cellular Manufacturing Environment." In Handbook of Research on Design and Management of Lean Production Systems. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-5039-8.ch003.

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In this chapter, the authors propose a mathematical model to maximize overall customer satisfaction subject to minimum satisfaction levels for selected customers. The mathematical model performs cell loading (i.e., assigns jobs to cells). The customer satisfaction is measured in terms of ratio of jobs completed to the total number of jobs from a customer. The proposed model connects jobs to customers. An experimentation was performed with this model in a multi-period rolling environment that tested four different fuzzy rules. Fuzzy rules were used to modify the minimum satisfaction levels for
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Conference papers on the topic "Satisfaction level of customers"

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Malca, Juan, Anthamy Barrera, José Luis Castillo-Sequera, and Lenis Wong. "Framework to increase the level of customer satisfaction in telecommunication services in Peru using TQM and Business Intelligence." In 2024 International Seminar on Application for Technology of Information and Communication (iSemantic). IEEE, 2024. https://doi.org/10.1109/isemantic63362.2024.10762032.

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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.

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Service quality is a critical aspect of business excellence maturi­ty assessment. It refers to the level of excellence achieved in delivering prod­ucts or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Busi­ness Excellence Maturity Assessment. In a business excellence maturity as­sessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisf
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Kaytancı, Bengül Gülümser, Etem Hakan Ergeç, and Metin Toprak. "Satisfactions of Islamic Banks’ Costumers: The Case of Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00642.

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Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which
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INGALDI, M. "Complaint Analysis as Part of Service Quality and Safety Management." In Quality Production Improvement and System Safety. Materials Research Forum LLC, 2023. http://dx.doi.org/10.21741/9781644902691-33.

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Abstract. Quality and safety of products and services are very important factors influencing customers' decisions about the purchase. They affect the level of customer satisfaction, but also their safety during consumption. A great deal of information about customers' perceptions of products can be inferred from the complaints they file. Complaint indicators can easily be used to analyze the quality of services available on the market. The purpose of the research was to analyze complaints filed by customers of a chosen e-shop from Poland. The analysis was based on data from January 2017 to Dec
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Dolikashvili, Larisa, and Tako Davitashvili. "Restaurant Service Standards as a Means of Image Creation and Business Development." In Multidisciplinary International Scientific Conference: „Sustainable Development: Modern Trends and Challenges“. Kutaisi University, 2024. https://doi.org/10.52244/c.2024.11.19.

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High quality service is an important determinant of customer satisfaction and loyalty. This is the factor that makes the restaurant business more competitive and leads it to success. In the tourism and service sector, the restaurant business plays an important role, where the demands and expectations of customers are constantly growing and changing. Service standards are the main criterion by which customers determine the quality and professionalism of a restaurant facility. Service quality is directly related to customer satisfaction, which significantly affects business revenues and reputati
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Fukuda, Shuichi. "Best for Whom? Changing Design for Creative Customers." In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-28330.

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Our traditional design has been producer-centric. But to respond to the frequent and extensive changes and increasing diversification, we have to change our design to user-centric. But it is not a straightforward extension and just listening to the voice of the customer is not enough. Value is defined as value = performance/cost, but performance has been interpreted in the current design solely as functions of a final product and all other factors such as manufacturing are considered as cost. This framework has been effective until recently because there has been asymmetry of information betwe
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Freund, Louis, Assil Talbi, and Stephen Kwan. "The Customer's Preparedness and Product Quality - Impacts on Customer Satisfaction." In 15th International Conference on Applied Human Factors and Ergonomics (AHFE 2024). AHFE International, 2024. http://dx.doi.org/10.54941/ahfe1005091.

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This paper explores whether customer satisfaction survey results should be interpreted in terms of both the quality of the product as received and the customer’s preparedness to engage with it as expected. We designed a controlled experiment and conducted it with 103 participants. The study confirms that the participant’s overall satisfaction with a small product comprised of five pieces needing assembly (presented at three quality “levels”) was strongly related to both its quality level and to their own preparedness to assemble it.
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Karmakar, Sona, N. Sivakumar, and Anitha S. Pillai. "Exploring Satisfaction Level of Customers in Restaurants by Using Latent Dirichlet Allocation(LDA) Algorithm." In 2023 International Conference on Inventive Computation Technologies (ICICT). IEEE, 2023. http://dx.doi.org/10.1109/icict57646.2023.10134169.

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Teodorescu, Ioana, Vasile Viorel, and Bogdan cristian Onete. "EVALUATING E-SATISFACTION AND E-LOYALTY BASED ON WEB LEARNING EXPERIENCE." In eLSE 2015. Carol I National Defence University Publishing House, 2015. http://dx.doi.org/10.12753/2066-026x-15-190.

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E-learning initiatives have materialized by expansion of nontraditional learners. The requirements of flexible schedule, geographic location, access to on-line resources and use of new techniques and technologies have increased the number of learners that are seeking e-learning experiences. The main purpose of this paper is to identify and to analyze satisfaction and loyalty of employees that have completed an e-learning course and how e-learning programs contribute to improve CRM activities (customer relationship management) of the companies. Our study will be focused on Kano's model (1984) t
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Tanaka, Yukako, Mai Misaka, and Hideki Aoyama. "Basic Study on Development of Delight Design Method: Proposal and Application of Beer Cup Design Based on Value Model and Evaluation Model of KANSEI." In ASME 2017 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2017. http://dx.doi.org/10.1115/detc2017-68089.

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Customers with diversified tastes have come to expect more than high product quality and performance. A high level of added value is required, and the provision for products that meet the individual requirements customers has become important. In recent years, delight design has attracted attention as a method for enhancing customer satisfaction. Delight design describes a design that offers attractive qualities beyond the required performance and quality requirements. However, attractiveness depends on the quality of the designer; furthermore, there are difficulties associated with the defini
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Reports on the topic "Satisfaction level of customers"

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McPhedran, R., K. Patel, B. Toombs, et al. Food allergen communication in businesses feasibility trial. Food Standards Agency, 2021. http://dx.doi.org/10.46756/sci.fsa.tpf160.

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Background: Clear allergen communication in food business operators (FBOs) has been shown to have a positive impact on customers’ perceptions of businesses (Barnett et al., 2013). However, the precise size and nature of this effect is not known: there is a paucity of quantitative evidence in this area, particularly in the form of randomised controlled trials (RCTs). The Food Standards Agency (FSA), in collaboration with Kantar’s Behavioural Practice, conducted a feasibility trial to investigate whether a randomised cluster trial – involving the proactive communication of allergen information a
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Bacasmas, Jill Angeli, Jean Clarisse Carlos, and Jovito Jose Katigbak. E-Commerce Adoption and Its Impact on the Performance of Women-led MSMEs in Metro Manila: An Ex-ante Study for RCEP. Philippine Institute for Development Studies, 2022. https://doi.org/10.62986/dp2022.03.

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This ex-ante study analyzes the impacts of e-commerce adoption on the performance of women-led micro, small, and medium enterprises (MSMEs) in Metro Manila, their awareness and perceptions of government efforts towards internationalization, and their readiness to engage in cross-border e-commerce through the Regional Comprehensive Partnership Agreement (RCEP). Findings validate the observation that the COVID-19 pandemic has accelerated e-commerce adoption and this has substantially enhanced the performance of women-led MSMEs in terms of sales growth, customer base, customer satisfaction, and p
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Park, Huiju, and Kim Hahn. Perception of Firefighters' Turnout Ensemble and Level of Satisfaction by Body Movement. Iowa State University, Digital Repository, 2014. http://dx.doi.org/10.31274/itaa_proceedings-180814-908.

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Rimmer, Jeffery F. Provider Level Satisfaction With Service Line Management at Blanchfield Army Community Hospital. Defense Technical Information Center, 1999. http://dx.doi.org/10.21236/ada420826.

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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, 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 misreprese
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Lora, Eduardo, and Juan Camilo Chaparro. The Conflictive Relationship between Satisfaction and Income. Inter-American Development Bank, 2008. http://dx.doi.org/10.18235/0010899.

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Using the 2006 Gallup World Survey of life satisfaction in 130 countries, this paper finds a very solid relationship between satisfaction and income (both across and within countries) and uncovers the unhappy growth paradox, whereby faster growth rates are accompanied by lower levels of satisfaction. The losses of satisfaction associated with growth are more pronounced in the material domains of life and are greater in richer and more urban societies. At the individual level, although higher incomes tend to be reflected in greater satisfaction, an increase in the income of the social group to
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Bowen, Gary L., and Peter A. Neenan. The Relationship between the Perceived Level of Organizational Support for Families and Spouse Satisfaction with Military Life. Defense Technical Information Center, 1990. http://dx.doi.org/10.21236/ada219925.

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Ahmed, Badrun Nessa, and Rizwana Islam. TEACHING AND LEARNING EXPERIENCE AT THE NATIONAL UNIVERSITY AFFILIATED TERTIARY COLLEGES IN BANGLADESH. Bangladesh Institute of Development Studies, 2024. http://dx.doi.org/10.57138/axvn7639.

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The Government of Bangladesh is currently implementing the College Education Development Project (CEDP) to improve participating colleges' teaching and learning environment and strengthen the strategic planning and management capacity of National University (NU) affiliated tertiary colleges in Bangladesh. The focus of CEDP is to improve the capacity of the National University College system to plan, manage, implement, and monitor institutional programs, as well as strengthen the foundation for the next phase of development activities. CEDP promotes institution-led activities that focus on crea
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Ferre, Zuleika, Néstor Gandelman, and Giorgina Piani. Quality of Life in Montevideo. Inter-American Development Bank, 2008. http://dx.doi.org/10.18235/0011268.

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This paper analyzes various dimensions of the quality of life in Montevideo. The paper finds that satisfaction with various public goods and services at the neighborhood level play a minor role in the overall reported well-being of individuals and in the satisfaction of life domains, such as leisure, social life, family, health, housing, neighborhood economic situation and work. This is in spite of significant disparities in a wide range of indicators among those living in different areas of the city. The results further suggest that differences in overall happiness and in domain satisfaction
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Benison, Thomas, Trinh Le, and Arthur Grimes. The impact of participation in arts and cultural activities on personal wellbeing. Motu: Economic and Public Policy Research Trust, 2024. https://doi.org/10.29310/wp.2024.04.

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Using data from the 2016 and 2021 New Zealand General Social Surveys, this study investigates the impact of arts and cultural (AC) participation on personal wellbeing and quantifies in monetary terms the value of such participation to individuals. While it is not significantly associated with life satisfaction, we find that active AC participation (taking part) is associated with higher eudaimonic wellbeing (specifically, a greater sense of purpose), which may be a contributor to greater long-term wellbeing. We find that passive AC participation (observing or being audience) is associated with
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