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Dissertations / Theses on the topic 'Satisfaction level of customers'

Author: Grafiati

Published: 5 June 2025

Last updated: 1 August 2025

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1

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 & 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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FRASS, ALEXANDER. "Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty. With a Particular Focus on the Influences of Cultural Determinants." Doctoral thesis, Universitat Politècnica de València, 2015. http://hdl.handle.net/10251/59251.

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[EN] After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. In this respect, German manufacturers play a leading role because they dominate the premium market segment. When it comes to services, the one thing that is especially important in China is culture. At the same time, this is exactly where a scientific gap exists because the cultural aspect in automotive services has been mostly neglected in the research literature. Thus, specific know

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Kozak, Metin. "Destination benchmarking : facilities, customer satisfaction and levels of tourist expenditure." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/3156/.

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An extensive review of past benchmarking literature showed that there have been a substantial number of both conceptual and empirical attempts to formulate a benchmarking approach, particularly in the manufacturing industry. However, there has been limited investigation and application of benchmarking in tourism and particularly in tourist destinations. The aim of this research is to further develop the concept of benchmarking for application within tourist destinations and to evaluate its potential impact on destination performance. A holistic model for destination benchmarking was developed

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Tåhlin, Axel, and Victor Gjers. "Addressing shortcomings in goods distribution : A case study of a collaborative distribution network." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279658.

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In the increasingly frequent distribution of the Fast-Moving Consumer Goods (FMCG) industry, there is an evident need of improving supply chain operations to ensure sustainability. As part of the supply chain, the distribution of goods often accounts for a major part of costs and resources. Therefore, focus needs to be directed toward ensuring a continuously functional distribution network. Performance measures of high asset utilization and high customer service level are often contradictory to some extent, making the improvement work even more complex. One way of increasing the performance of

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Maluwa, Lutendo Obed. "Satisfaction levels of visitors at the Tsitsikamma National Park." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/18058.

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The literature reviews on tourist satisfaction revealed that a satisfied tourist leads to positive word of mouth recommendation to friends and family, loyalty (return visits), competitive advantage and long-term profitability and sustainability. These favourable benefits resulting from satisfaction are necessary for any destination to survive in the competitive tourism industry. South African National Parks (SANParks) manages all 21 national parks in South Africa, with the TNP being the third in terms of visitor numbers and income generated from tourism products. Data captured from visitors to

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Yanamandram, Venkata Krishna Kumar. "Retention of dissatisfied business-to-business services customers." Thesis, The University of Sydney, 2008. https://hdl.handle.net/2123/28954.

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The strategic importance of customer retention and the costs associated with customer switching behaviour have resulted in researchers devoting considerable attention to investigating the switching and/or staying behaviour of customers. However, relatively little attention has been devoted to investigating (1) the important deterrents to discontinuing the relationship in a single model in the business-to-business (B-to-B) service sector, and (2) the mediating factors under the condition of dissatisfaction in the B-to-B services sector. The fastest growth in services marketing today is in

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Ehrenbergerová, Martina. "Podnikatelský záměr." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2012. http://www.nusl.cz/ntk/nusl-223530.

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This diploma work targets the processional exist business management and helps to keep high quality of the manufacturing process. I find out strenghts and weaknesses with the analysis of the company. Further I will solve concrete claim, which has to be solved effectively and flexifly, in order that the firm fulfils the requirements of their customers and creates new opportunities to sustain the long term economic growth.

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Otaigbe, Edmund Ehichioya. "Exploring Satisfaction and Retention Strategies for Generation Y Customers." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5242.

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Firms in the service industry have experienced a 15-30% drop in customer satisfaction ratings and an estimated $10 billion annually due to the unpredictable tendencies of one of the most significant and fastest growing consumer segments in the marketplace, Generation Y customers. The distinctive behavior of this sizeable generational cohort may be reshaping the business landscape of the 21st century regarding how consumers will relate to service providers in the future. Using the theory of customer satisfaction management system, the purpose of this multiple case study was to explore the custo

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Le, Roux Ignus. "The influence of online travel agent performance on customer satisfaction levels at a selected hotel." Thesis, Nelson Mandela Metropolitan University, 2015. http://hdl.handle.net/10948/3105.

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Tourism is an international industry; constant evolution is taking place in the marketing of tourism products and the expectation levels of hotel guests. Online Travel Agents have become more dominant in recent years. This dominance has been assisted by travellers’ more frequent use of the internet to search for information, by the bundling of heterogeneous products and by these agents’ use of the social media. Guest satisfaction levels and expectations are impacted by changes in lifestyle, reasons for travel and the information accessed prior to making their reservations. The basis of this st

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Siebritz, Marjorie Dawn. "Determination of international customer satisfaction levels in terms of service quality at Cape Point National Park." Thesis, Cape Peninsula University of Technology, 2012. http://hdl.handle.net/20.500.11838/1597.

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Tourism has been an important economic activity in the Western Cape as it creates employment for local citizens and generates income for the province. In order for tourism to be a constant income generator, services that are offered at various accommodation establishments, attractions, restaurants and visitor information bureaus should be outstanding, as service excellence and effective word-of-mouth advertising will generate repeat business.

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Ferdous, Monjurul Aziz, and Shafait Mim. "Factors Influencing Customers Satisfaction in Hospitality Industry: Fine Dining Restaurants." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-35322.

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Dotson, Jeffrey P. "Measuring the Effects of Satisfaction: Linking Customers, Employees, and Firm Financial Performance." Columbus, Ohio : Ohio State University, 2009. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1242745594.

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Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.

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The issue of behavioural intentions has attracted the attention of hotel marketers and academics because favourable behavioural intentions help hotels to retain customers. The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of behavioural intentions, there is limited research on this construct in the hotel industry. The aim of this research was to gain an empiri

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Genre-Grandpierre, Loriane. "Customers’ expectations and loyalty to their loyalty programs : How customers are reacting according to their socio-demographic factors." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-44576.

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Background: Nowadays with the very competitive business environment, it is essential for companies to gain loyal customers. Loyalty programs are one of the tools at the disposition of companies to attract and retain their customers. The relationship between customer loyalty and some socio-demographics factors have been a subject of researches but the specific relationship between socio-demographics factors and customer loyalty programs has not been studied yet. This study is going to try to fulfil this gap. Purpose: To study the influence of socio-demographic factors on customers’ expectation

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Baeshen, Yasser Ali Mohammed-Saleh. "Investigating website design factors that influence customers to use third-party websites for booking hotels : the Saudi customers' perspective." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/15467.

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Customers are influenced in the physical world by their surroundings; important factors such as packaging, human interaction and atmosphere (environment) play important roles in any purchase decision customers make. Today's customers are moving towards faster, and more efficient ways of purchasing products/services. One of the most influential features in online purchase decisions is the Virtual Store Atmosphere (VSA). VSA is a marketing tool that not only influences purchase decisions, but it also measures the level of satisfaction in tourism and other industries. A high level of customer sat

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Konstantopoulou, Nikoletta. "Banks' Customers Satisfaction and Stock's Returns : Banking Sector - Sweden, Norway, Denmark." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Economics, Finance and Statistics, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18376.

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Theoretical studies posit that marketing strategies increases customers’ satisfaction and loyalty and decreases the systematic risk of the company’s stock. Many variables such as size, book-to-market and others, which have no special standing in asset-pricing theory, show reli-able power to explain the cross-section of expected stock’s returns. By adding customers’ sat-isfaction to one of them, this research involves discovering the relationship between custom-ers’ satisfaction and stock’s returns systematic risk, if any, by conducting a panel data analy-sis of seven banks in Sweden, Denmark a

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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are

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HUI, HUANG HUSI, and 黃秀慧. "A Study of Customer Satisfaction, Brand loyalty and Repurchase Intention of Customers within Multi-Level Marking-Wyn-Life company, U.S.A." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/jn8beb.

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碩士<br>國立高雄師範大學<br>成人教育研究所-組織發展與領導班<br>101<br>A Study of Customer Satisfaction, Brand loyalty and Repurchase Intention of Customers within Multi-Level Marking-Wyn-Life company, U.S.A. Abstract The purpose of this study was to investigate and examine the current status and relationship between customer (member) satisfaction, brand loyalty and repurchase intention processed by customers (member) to the products of Wen-Lai Company U.S.A., conducted several of methods and use its results to analyzed the discrepancy between different background samples in above-mentioned subject. According to t

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Hsieh, Tsung-Mou, and 謝聰謀. "Customers’ Satisfaction Level On-line Marketing Platform: Using Ruten Online Auction Site as an Example." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/v72t6d.

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碩士<br>亞洲大學<br>資訊工程學系碩士在職專班<br>103<br>This research explores the customer satisfaction, customer loyalty and the quality of website service. This paper selected the Ruten website as the sample, through hanging out the questionnaires, this research does analysis of 615 valid samples, and this paper find out that the most customers are age from 30 years old to age 39 years old. The customers are with high educational background academic qualifications which proves the most customers are rational customers. The “guarantee”, “ reliability” ,“ responsibility” ,and “empty” are very important for cust

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CHAO, LI-MIN, and 趙麗敏. "How the Customers Perceived Value Affected by the Customer's Satisfaction Levels on Pharmacy's Atmosphere." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/qtb3pg.

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碩士<br>大仁科技大學<br>製藥科技研究所<br>105<br>Abstract Pharmacy was not merely an integrated part of healthcare system of the country, but more as a healthcare product retailer as other industries. Just like retailers of general merchandise, pharmacies ought to provide much wider variety of products and services for revenue. The literature generally suggested that shop’s atmosphere affected consumer’s behaviors. The current research argued that pharmacy must perform the same as the general retailers to affect consumer’s behaviors through well-designed atmosphere for better levels of customer perceived val

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Lama, Jimy Roberto Flores, and Jimy Roberto Flores Lama. "Comparison between Taiwanese and Honduran customers concerning their behavior, level of satisfaction and level of loyalty in regards to McDonald’s restaurants." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/2nvbed.

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碩士<br>長庚大學<br>商管專業學院<br>104<br>The purpose of this study is to determine the principal differences between Honduran and Taiwanese customers’ behavior, satisfaction and loyalty when dining at McDonald´s. Honduras and Taiwan are countries that have major contrasts in many aspects such as religion, history, language, gastronomy, and others which make these countries extremely opposing. The results showed that Honduran customers have a higher level of loyatly compared to Taiwanese customers when dinning at McDonald’s restaurant. Furthermore, Hondurans manifested a higher level of satisfaction in r

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Chen, Shih-I., and 陳時益. "Research on the Impact of Service Quality of Mobile Communication System on Customers' Level of Satisfaction." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/07652068655188204805.

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碩士<br>國立臺灣科技大學<br>管理研究所<br>96<br>Ever since the opening up of mobile industry in 1996, the telecommunication market has become increasingly competitive. With the introduction of 3G mobile communication system and the recent implementation of number portability service which may bring about huge demand for change of service system, mobile operators with comparable resources have to be more pro-active in order to gain an edge in the industry. As mobile industry is a service industry, there is nothing more important than the “customers”, thus herein lie the key to success for all mobile operators

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Huong, Ngo Thi Lan, and 吳氏蘭香. "Access The Influence of Moderator Variables On Satisfaction Level of Vietnamese Customers. A Study of Online Shopping." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/33142999300534448751.

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碩士<br>南台科技大學<br>企業管理系<br>97<br>ABSTRACT Vietnam's e-commerce sector is growing strongly and attracting the interest of international investors. Online shopping markets have just developed in recent years in Vietnam. Therefore, there are no case studies about those issues in Vietnam before. This research provides some information about online shopping in Vietnam. The main objective of this study is to clarify relationships among e-tail quality, customer interface, switching costs and customer satisfaction and to explore the influence of moderator variables on satisfaction level of Vietnamese c

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Hoko, Martin. "The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty." Thesis, 2012. http://hdl.handle.net/10210/6208.

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M.B.A.<br>Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the

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Uranbuteel, Dolgormaa, and 杜光美. "The Factors That Influence Customer Satisfaction Level in the Mongolian Banking Industry." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/smqb2y.

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碩士<br>國立臺北科技大學<br>經營管理系碩士班<br>105<br>This study examines the factors that influence customer satisfaction level in the Mongolian banking industry and to identify customer satisfaction level in that sector. Customer satisfaction is crucial as for service companies customers’ behaviors and their satisfaction affect company’s operation. Mongolia has 13 commercial banks which have introduced modern banking technologies to their services. However, they lack to identify their behavior of their customers and what factors influencing their customers’ satisfaction. Mongolian commercial banks conducted

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Chen, Hsi-Yuan, and 陳璽元. "A research study on service quality of property management, customer demand, and customer satisfaction level." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/11429663995648260934.

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Chung, Te-Ming, and 鍾德明. "Research on the Influence of Telephone Maintenance Service Quality on Customers’ Level of Importance and Satisfaction Using Defense Research Institute as An Example." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/12194933813522992165.

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碩士<br>大葉大學<br>工業工程與科技管理學系碩士在職專班<br>95<br>ABSTRACT “Military communication allows the troops to see and hear”. Without military communication, in worse situations, the internal and external works of the whole troop will be seriously affected. In better situations, the troop will face the inconvenience; in the worst situations, the normal operation of the troop will be influenced or even the national security will be considerably jeopardized. The main purpose of this research is to explore “the factors of telephone maintenance service quality affecting the customers’ level of importance and sa

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Moreira, Tiago Gonçalo Begucho. "Achieving better service level results, through improvements in procedures." Master's thesis, 2014. http://hdl.handle.net/10362/13900.

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This project aims to prepare Worten Empresas (WE) fulfilling the increasing market demand through process changings, focusing on the Portuguese market, particularly on internal B2B clients1. Several methods were used to measure the current service level provided - process mapping, resources assessment, benchmark and a survey. The results were then used to compare against service level actually desired by WE’s customer, and then to identify the performance gaps in response times and quality of the follow-up during the sales process. To bridge the identified gaps, both a set of recommendations

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Chen, Yijie, and 陳怡潔. "The Effects of Customer’s Participate Cooking Level on Experiential Value, Satisfaction and Behavioral Intention." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/59956956704888401663.

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碩士<br>靜宜大學<br>觀光事業學系<br>100<br>In recent years, the trend of customer participation in cooking has risen in the F&B industry, such as hot pot restaurants. Hot pot is no longer a seasonal choice of cuisine, thus various hot pot restaurants have been established. The main purpose of this study was to investigate the effect of customer participation in cooking on their experiential value, satisfaction, and behavioral intention. This study selected the customers of two hot pot restaurants in central Taiwan, where different levels of participation in cooking were provided, as the subjects for a que

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Hou, Chenhui, and 侯振輝. "Relationship among Service Quality, Enterprise Image and Customer Satisfaction in Multi-level Marketing Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/68058803922875708704.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>100<br>This research was aimed at exploring the relationship among service quality, enterprise image and customer satisfaction in multi-level marketing industry. The scale of service quality is measured by adapting SERVQUAL scale, which is designed by Parasuraman, Zeithaml & Berry（1988）. Enterprise image scale is studied by Walters（1978）& Keller（2000）. Customer satisfaction is measured by self appraisal. There are 201 samples in this research. The study find that service quality affects enterprise image and customer satisfaction; enterprise image affects customer

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Duc, Truong Minh, and 張名德. "Research on customer satisfaction for a multi-level sales service in Lo Hoi Co.Ltd." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/70253055958358084407.

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碩士<br>樹德科技大學<br>經營管理研究所<br>101<br>In recent years, the marketing theories have developed significantly. Apart from the forms of usual sales &; marketing according to Phillip Koller school, there is also form of multi-level marketing or multi-level sales. In the 1990s, in the world and especially in America, this form of multi-level sales has appeared. This form was introduced to Vietnam market in the 2000s and has developed considerably. However, when appearing in Vietnam market, this form does not promote its advantages but it is disguised causing lots of notoriety to this type of sales. Lo H

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Yang, Shu-Fen, and 楊淑芬. "Researches on Customers’ Satisfaction Levels of Middle Distance Bus Transportation -Taking Taichung-Nantou Route as an Example." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/93qb5m.

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碩士<br>南開科技大學<br>車輛與機電產業研究所<br>102<br>With the progress of time and economic development, the relationship between Taichung City and Nantou County is getting closer and the transportation demand is growing as well. Many residents of the central region of Taiwan select bus transportation instead of private vehicles. Therefore, passengers taking Taichung-Nantou route intend to commute between Taichung and Nantou including going to work, going to school, shopping and traveling. The bus-transportation plays an extremely important role at this time. In the present researches, passengers taking

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Li-LiChen and 陳莉莉. "Key factors that determine foreign customers’ levels of satisfaction with shops awarded Tainan City Government’s English-Friendly Emblems." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/4e8cq2.

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碩士<br>國立成功大學<br>企業管理學系碩士在職專班<br>105<br>In order to create an English-friendly shopping environment, the Tainan City Government has established an “English-Friendly Emblem” initiative to improve city salesclerks’ English proficiencies. This study aims to identify the key factors that impact the satisfaction levels of foreign customers at businesses awarded with the Tainan City Government’s English-Friendly Emblems. Foreign customers’ satisfaction levels were analyzed in three aspects: shopping environment, the English ability of the salesclerk, and the salesclerks’ service quality. Questionnair

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Aliyu, Kabiru Mohammed. "Information and communication technology outsourcing : the determinacy of service level rating (SLR) on customer satisfaction rating (CSR)." Thesis, 2014. http://hdl.handle.net/10210/12458.

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M.Com. (Business Management)<br>Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The ma

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Yeh, Ching-Hui, and 葉靜輝. "The relationship among proactive personality, transformationalleadership, service climate, service performance, and customer satisfaction: A Multi-level Study." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/jvts99.

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博士<br>國立中央大學<br>人力資源管理研究所<br>103<br>With an increasingly competitive marketplace in the service industry, front-line service employees play a critical role in service encounters. According to empirical evidence shows that customers would increase their purchases while they experience higher satisfaction. So, it is important to know what predicts employee service performance. The purpose of this study is to examine the relationships among proactive personality, transformational leadership, service climate, service performance, and customer satisfaction. This study develops a proposal model of

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Mateus, Ana Catarina Lopes. "The effects of store atmospherics on the clients' rebranding perception and satisfaction level." Master's thesis, 2019. http://hdl.handle.net/10071/18988.

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Rebranding and merge processes can lead to the loss of clients. Thus, companies need to work on the success of the post merged brand, in order to guarantee customers’ continuous loyalty and satisfaction. This project aims to analyse the effects of a recent merge with another brand of the same business group. The goal is to suggest improvement proposals in order to minimize the negative effects of the merge on the current and future store rebranding. Besides, the goal of this project is also to contribute to future mergers in different companies and business sectors. The methodology consists i

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楊欣欣. "Research into the Relationships between Customer Orientation, Service Quality, Customer Value, and Level of Customer Satisfaction: A Case Study of Daily Rental Suites." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/58287209714231554747.

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碩士<br>明新科技大學<br>服務事業管理研究所<br>99<br>Daily rental suites - also known as daily rental Bed and Breakfasts (B&Bs) or daily rental apartments - have occupied a particular place in the accommodation industry following the development of tourism in Taiwan. Daily rental suites are mostly located in metropolitan areas. Relative to the hotel or Bed and Breakfast industries, these suites possess distinguishing characteristics and competitive potential; but are currently lacking in terms of legality. This research examines the levels of consumer satisfaction on various aspects of daily rental suites locat

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Chao, Pei-Chen, and 趙培真. "The Effects of Compensation Level and Recovery Customization after a Service Failure on Customer Satisfaction and Repurchase Intention." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/42288064562555800025.

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碩士<br>國立交通大學<br>管理科學系所<br>96<br>Due to human frailties, service failure is inevitable for service firms from time to time. Effective service recovery strategies thus become more important. Most studies about service recovery focused on justice theory and indicated that distributive justice has the most significant effect on customer satisfaction. However, in a highly competitive market, it is vital to add new element into service recovery strategies for service firms to differentiate them from others, and customization appears to be a great alternative. This study thus investigated the main ef

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Lee, Yun-Ju, and 李昀儒. "The effect of multi-level marketing Service Quality on Customer Satisfaction and Loyalty-A Case Study of Health drinks." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/00863543994107341484.

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碩士<br>國立勤益科技大學<br>工業工程與管理系<br>98<br>Due to domestic public's health spring up in recent years, many health drinks companies use multi-level marketing approaches upon marketing channels. Consequently, there require direct seller partners passing by hearsay and marketing attitude, in order to understand direct seller service psychology whether to bring fine profit and benefit or not. Thus, this research investigated the effect between the multi-level companies and direct seller on the service quality, product quality, trust and customer satisfaction and loyalty relationships. The research sample

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Huang, Chuan-Chuan, and 黃娟娟. "The Study of Sports Equipments Marketing Strategy and Levels of Customers’ Satisfaction and Loyalty among the College students in the Central Regions." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/67624244956915340864.

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碩士<br>大葉大學<br>運動事業管理學系<br>93<br>Abstract In today’s business world, the competitions between companies are extremely hard and competitive. In order to win the market and the advantage, companies should put efforts on the promotion of products’ value and image. The higher the customer’s satisfaction level, the more consumption loyalty it will get. The college students from central region were served as the subjects. A sampling survey was conducted and 1631 valid questionnaires were retrieved. The Structural Equation Modeling was applied for data analysis. The results were as followed: 1. The v

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Wiese, Petrus Benjamin. "The role of multi-level customer relationship management in satisfaction and cross-selling in the South African business-banking sector." Thesis, 2013. http://hdl.handle.net/2263/32255.

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The financial meltdown that started in 2008 has had a severe influence on financial institutions worldwide. Financial sectors, and especially banks, were impacted severely due to bad debts that reached record highs. During this period, it became clear that banks will have to review their client-service strategies, as well as the way that income is generated from their clients. One way is to increase the income earned from existing customers by cross-selling more products to these clients. To increase the income earned from clients by improving the amount of products sold to clients, banks need

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