Bibliografías temáticas / Customer satisfaction

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Literatura académica sobre el tema "Customer satisfaction"

Autor: Grafiati
Publicado: 4 de junio de 2021
Última modificación: 25 de julio de 2025

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Artículos de revistas sobre el tema "Customer satisfaction"

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

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

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a
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Wulandari, Destri, Muinah Fadhilah, and Henny Welsa. "Analisis Repurchase Intention pada Produk Local Brand Erigo berdasarkan Theory of Planned Behavior dan Customer Value dengan Customer Satisfaction sebagai Variabel Intervening." Journal of Management and Bussines (JOMB) 6, no. 6 (2024): 1971–85. https://doi.org/10.31539/jomb.v6i6.9365.

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

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactio
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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactio
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Nisa, Leli Akhlaqun, and Siti Nur Qomariyah. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Baitul Maal Wal Tamwil (bmt) Nu Jombang Cabang Ngoro." KOLONI 2, no. 3 (2023): 134–41. https://doi.org/10.31004/koloni.v2i3.520.

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Service quality and customer satisfaction are things that must be considered and optimized so that they can encourage customers to survive and remain the choice. Service quality is a form of customer assessment of the services provided by the company to customers. The title of this research is The Effect of Service Quality on Customer Satisfaction of Baitul Maal wal Tamwil (BMT) NU Jombang Ngoro branch. This research has a goal, namely how service quality (tangible, reliability, assurance, responsiveness, empathy) on customer satisfaction of BMT NU Jombang Ngoro branch. The test results on the
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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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

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This study aimed to investigate E-banking service quality effects over customer satisfaction, by concerning the moderating role of these customers’ trust. Moreover, this research aims to measure the level of overall customer satisfaction and to know which one of the five SERVIQUAL dimensions has the greatest impact on customer satisfaction. Quantitiative research method was used to attain research goals. 500 questionnaires distributed randomly for E-banking customers in all Arab Bank branches in Amman City with the aim of collecting at least the needed number of respondents. 300 question
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Sarwari, Sara, Tanvir Ahmed Minar, Nasrin Shah Naaz, and Md Al Amin Hossain. "Customer Satisfaction Model." International Journal of Tourism and Hospitality Management in the Digital Age 5, no. 1 (2021): 34–51. http://dx.doi.org/10.4018/ijthmda.2021010103.

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In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfyin
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Tesis sobre el tema "Customer satisfaction"

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Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.

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<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer
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Funa, Laura. "Customer Satisfaction Analysis." Thesis, Linköpings universitet, Statistik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-71707.

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The objective of this master thesis is to identify “key-drivers” embedded in customer satisfaction data. The data was collected by a large transportation sector corporation during five years and in four different countries. The questionnaire involved several different sections of questions and ranged from demographical information to satisfaction attributes with the vehicle, dealer and several problem areas. Various regression, correlation and cooperative game theory approaches were used to identify the key satisfiers and dissatisfiers. The theoretical and practical advantages of using the Sha
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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important be
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Rudchenko, Veronika. "Customer satisfaction in Hospitality." Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.

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La presente tesis doctoral tiene como objetivo principal analizar la satisfacción del cliente en tres hoteles de diferente categoría, desde tres a cinco estrellas, situados en la ciudad de San Petersburgo en Rusia. La estructura de la tesis doctoral se presenta en tres partes bien diferenciadas: (1) Se realiza una profunda revisión sistemática de la literatura sobre la satisfacción del cliente centrándose particularmente en las ciencias sociales y la economía, analizando también las diferencias observadas por regiones geográficas comparando los resultados de la literatura internacional con los
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Vuniq, Valentina, Maida Kadic, and Medeleine Bengtsson. "Customer Satisfaction Online Banking." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15499.

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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.

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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationsh
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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.

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Nicolaou, Daina. "An holistic customer satisfaction model." Thesis, University of Warwick, 2007. http://wrap.warwick.ac.uk/1155/.

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The thesis proposes an holistic customer satisfaction model that can be used as a metric for marketing performance evaluation. The hypotheses aim to develop an integrated customer satisfaction model that synthesizes customer satisfaction antecedents and consequences. The rationale behind this thesis and its relevant hypotheses is multi-faceted. Chiefly, customer satisfaction is considered as marketing's sine qua non; often cited, in the first pages of most of the best-selling marketing books, as the ultimate purpose of the marketing function and even as the short definition of marketing. As su
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Priporas, Constantinos Vasilios A. "Store image and customer satisfaction." Thesis, University of Newcastle Upon Tyne, 2002. http://hdl.handle.net/10443/172.

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Store image as a concept has been considered as one of the most important variables and determinants in the development of retail strategy and economic success in retailing, while customer satisfaction has been recognised as a major success factor in keeping and augmenting the clientele base. Thus, in mature and highly competitive industries such as retailing, it becomes increasingly important to understand the dynamic structure of store image by studying forces or influences contributing to store image formation so that a more effective image creation and strategy can be articulated. This res
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PARODI, VALERIO. "Customer Satisfaction: Data Driven Analysis." Doctoral thesis, Università degli studi di Genova, 2022. http://hdl.handle.net/11567/1082323.

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The Project is based on a data analysis of a particular Company in order to increase the brand perception over clients. To delimit the domain, we start with some highlights on customer experience and customer satisfaction. The object of the study is the customer satisfaction measured by Net Promoter Score. The goal of the project is to understand hich segments of the company have an impact on the brand perception, in particular on the NPS. The available data are comment forms filled by clients: some questions are multiple choice questions, while others are free text uestions. Starting
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Libros sobre el tema "Customer satisfaction"

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

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Research, Inc VLSI. Customer satisfaction report. VLSI Research, 2001.

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L, Bailey Earl, and Conference Board, eds. Creating customer satisfaction. The Conference Board, 1990.

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

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Barsky, Jonathan D. World-class customer satisfaction. Irwin Professional Pub., 1995.

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

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

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

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

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

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Capítulos de libros sobre el tema "Customer satisfaction"

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

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

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Bolton, Ruth N. "Customer Satisfaction." In The Routledge Companion to Strategic Marketing. Routledge, 2020. http://dx.doi.org/10.4324/9781351038669-8.

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

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

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

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

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

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

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

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Actas de conferencias sobre el tema "Customer satisfaction"

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Surprakesh, S., Rajkumar Pandiarajan, A. Akash, P. Munihrudai, N. Eswar, and B. Keerthi Manideep. "LOCBUS: Travel Automation and Customer Satisfaction." In 2025 7th International Conference on Intelligent Sustainable Systems (ICISS). IEEE, 2025. https://doi.org/10.1109/iciss63372.2025.11076458.

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

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

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Although workforce productivity is widely used today, production is quickly moving toward product and process development with customers. Creative customers would like to get more and more involved in product development and furthermore, they would like to get satisfaction not only from the final product but from the processes as well. So we have to introduce a new measure for productivity, which focuses more on how much satisfaction a customer obtains from production. So the new definition of productivity in this sense will be: Customer productivity = Amount of satisfaction / Customer’s psych
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Nobilo, Ivana. "CUSTOMER SERVICE SATISFACTION AND CULTURAL DIFFERENCES IN CUSTOMER SERVICE EXPECTATIONS IN SWITZERLAND." In European realities - Power : 5th International Scientific Conference. Academy of Arts and Culture in Osijek, J. J. Strossmayer University of Osijek, 2023. http://dx.doi.org/10.59014/yyng9427.

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

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

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

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Measuring customer satisfaction with online shopping (CSOS) service is indispensable nowadays, especially during COVID-19 spreading. Therefore, measuring customer satisfaction (CS) has become necessary to develop the quality and continuity of services. This research has three objectives: specifying factors that play a role in customer satisfaction on multi-communications companies' online-service quality (OSQ) in Erbil, measuring the effect of these factors, and examining the difference in satisfaction among customer groups taking into consideration the demographic information. The sampling is
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Wang, Yi, and Ping Zhao. "Return on satisfaction: Is customer satisfaction really profitable?" In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174913.

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

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

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Informes sobre el tema "Customer satisfaction"

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

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

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

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

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none,. Impacts of Energy Efficiency Programs on Customer Satisfaction. Office of Scientific and Technical Information (OSTI), 2011. http://dx.doi.org/10.2172/1219688.

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

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

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

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

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