Academic literature on the topic 'Consumer satisfaction – measurement'
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Journal articles on the topic "Consumer satisfaction – measurement"
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Bushy, Angeline. "Ethnocultural sensitivity and measurement of consumer satisfaction." Journal of Nursing Care Quality 9, no. 2 (January 1995): 16–25. http://dx.doi.org/10.1097/00001786-199501000-00006.
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Cucu Sumartini, Lilis, and Dini Fajriany Ardining Tias. "ANALISIS KEPUASAN KONSUMEN UNTUK MENINGKATKAN VOLUME PENJUALAN KEDAI KOPI KALA SENJA." Jurnal E-Bis (Ekonomi-Bisnis) 3, no. 2 (November 7, 2019): 111–18. http://dx.doi.org/10.37339/e-bis.v3i2.124.
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The development of the coffee shop business is influenced by the socio-economic development of the community and lifestyle changes. This condition is spurring for the growth of coffee shops by carrying the concept of modernization in an effort to increase consumer satisfaction. The level of customer satisfaction can be measured using the instruments of tangible dimensions, reliability, responsiveness, assurance, and empathy. The level of satisfaction measurement is done by using a questionnaire and 5 dimensions of quality measurement. Consumer satisfaction is a large value of expectations so that consumers feel their needs are met. Achieving satisfaction by 81.40%. impact on increasing sales. A high level of customer satisfaction can increase sales volume by 41.9% and the following month it rises to 49.50%. The data shows that customer satisfaction is one of the factors that can increase sales volume.
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Sediawan, MN Lisan. "ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA." Jurnal Ilmiah Kesehatan Media Husada 2, no. 1 (September 12, 2013): 65–76. http://dx.doi.org/10.33475/jikmh.v2i1.109.
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Customer Satisfaction Index (CSI) is an economic indicator that measures the satisfaction of consumers across nation. This paper discusses the measurement model from an economic point of psychology is positioned as a variable customer loyalty . We will also discuss some studies which include : market segmentation , product positioning , competitiveness , consumer perception , customer satisfaction , and quality of service . To determine the position of the CSI Indonesia compared to other countries CSI inventors and other users it is necessary comparisons and scientific study .. This article discuss 7 methodologies on Consumer Satisfaction Index (CSI) developed by used in respective countries, e.g. Sweden Customer Satisfaction Barometer (SCSB), American Customer Satisfaction Index (ACSI), European Customer Satisfaction Index (ECSI), National Customer Satisfaction Index (NCSI), Japanese Customer Satisfaction Index (JCSI), Customer Satisfaction Index of Singapura (CSISG) and Indonesian Customer Satisfaction Index (ICSC). This study aims to be reference for the development of CSI in Indonesia, particularly in the healthcare , in order to improve the consumer / patient satisfaction
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Ernawati, Sri, and Uty Kurniawati. "PENGARUH KREATIFITAS PRODUK DAN INOVASI PRODUK TERHADAP KEPUASAN KONSUMEN DI STEAK HOUSE NOODLES." ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi 4, no. 1 (April 8, 2020): 112. http://dx.doi.org/10.24269/iso.v4i1.399.
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With the increasing number of restaurants, there is also increasing competition among restaurant entrepreneurs, they jointly compete in producing, gaining competitive advantage and providing value to their customers, wherever possible in accordance with the value expected by consumers. This study aims to analyze and test the effect of Product Creativity and Product Innovation both partially and simultaneously on Consumer Satisfaction at Steak House Noodles. This research was conducted in Bima City. This research is a survey research by distributing questionnaires with Likert scale measurement to 96 people who have visited Steak House Noodles. Data collection techniques using questionnaire, observation and study of literature, questionnaire distributed will be tested for validity and reliability then processed with SPSS 20. Data analysis using multiple linear regression. The results showed that product creativity affected Consumer Satisfaction at Steak House Noodles, Product Innovation affected Consumer Satisfaction at Steak House Noodles, and Product Creativity and Product Innovation significantly affected Consumer Satisfaction at Steak House NoodlesKey Word: Product Creativity, Product Innovation, Consumer Satisfaction
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Bortolotti, Silvana Ligia Vincenzi, Fernando de Jesus Moreira Junior, Antonio Cezar Bornia, Afonso Farias de Sousa Júnior, and Dalton Francisco de Andrade. "Consumer satisfaction and item response theory: creating a measurement scale." Gestão & Produção 19, no. 2 (2012): 287–302. http://dx.doi.org/10.1590/s0104-530x2012000200005.
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Today, people have increasingly demanded more from the state and enterprises. Consumer satisfaction is not an organizational option, but rather a matter of survival for any institution. The quest for measurement of consumer satisfaction has been ongoing in many areas of research, and researchers have concentrated efforts to demonstrate the psychometric quality of their measurements. However, the techniques employed by these commitments have not kept pace with the advances in psychometric theory and methods. The Item Response Theory (IRT) is an approach used for assessing latent trait. It is commonly used in educational and psychological tests and provides additional information beyond that obtained from classic psychometric techniques. This article presents a model of cumulative application of item response theory to measure the extent of students' satisfaction with their courses by creating a measurement scale. The Graded Response Model was used. The results demonstrate the effectiveness of this theory in measuring satisfaction since it places both items as individuals on the same scale. This theory may be valuable in the evaluation of customer satisfaction and many other organizational phenomena. The findings may help the decision maker of an enterprise with the correction of flows, processes, and procedures, and, consequently, it may help generate increased efficiency and effectiveness in daily tasks and in event management business. Finally, the information obtained from the analysis can play a role in the development and/or evaluation of institutional planning.
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Torey, Jimmy Rezky, Oktavianus ,. Porajouw, and Tommy F. Lolowang. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK KOPI DAN PELAYANAN DI RUMAH KOPI BILLY CABANG MEGAMAS MANADO." AGRI-SOSIOEKONOMI 12, no. 3A (December 6, 2016): 11. http://dx.doi.org/10.35791/agrsosek.12.3a.2016.14233.
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This research aims to measure the level of consumer satisfaction toward coffee products and services in the House Coffee Billy Branches Megamas Manado. The Data used in this research is the primary data. The primary data obtained using the technique of the interview directly to respondents, in this case the consumer products coffee in the coffee House Billy Branches Megamas Manado, using a list of questions (questionnaire) as the tool in data collection. The method used in the sampling is sampling accindental. Analysis of the data that is used is a qualitative descriptive analysis is analyzed using the measurement scale Likert attitude scale installation design and presented using the list of the table and numbers. The results of this research shows that the measurement of the level of consumer satisfaction in the house of coffee Billy Branches Megamas Manado in terms of coffee products and services achieve total score loading data of 2.090 that shows the number of the index measuring consumer satisfaction of 83.6% and is considered very satisfied. This shows that consumers are very satisfied with the coffee products offered and the services provided by the employees in the House Coffee Billy Branches Megamas Manado and to increase consumer satisfaction in terms of product and services, Coffee House party Billy Branches Megamas Manado must pay attention to the quality of coffee products and quality of service offered. This is very important in order to maintain the customers and get more customers and increase sales
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Rijsdijk, Serge A., Erik Jan Hultink, and Adamantios Diamantopoulos. "Product intelligence: its conceptualization, measurement and impact on consumer satisfaction." Journal of the Academy of Marketing Science 35, no. 3 (May 9, 2007): 340–56. http://dx.doi.org/10.1007/s11747-007-0040-6.
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Purohit, H. C. "Quality Measurement and Consumer Satisfaction with Modern Retailing Ananalytical Study." Delhi Business Review 12, no. 2 (December 23, 2011): 45–57. http://dx.doi.org/10.51768/dbr.v12i2.122201118.
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Liu, Yiming, Yinze Wan, Xiaolian Shen, Zhenyu Ye, and Juan Wen. "Product Customer Satisfaction Measurement Based on Multiple Online Consumer Review Features." Information 12, no. 6 (May 29, 2021): 234. http://dx.doi.org/10.3390/info12060234.
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With the development of the e-commerce industry, various brands of products with different qualities and functions continuously emerge, and the number of online shopping users is increasing every year. After purchase, users always leave product comments on the platform, which can be used to help consumers choose commodities and help the e-commerce companies better understand the popularity of their goods. At present, the e-commerce platform lacks an effective way to measure customer satisfaction based on various customer comments features. In this paper, our goal is to build a product customer satisfaction measurement by analyzing the relationship between the important attributes of reviews and star ratings. We first use an improved information gain algorithm to analyze the historical reviews and star rating data to find out the most informative words that the purchasers care about. Then, we make hypotheses about the relevant factors of the usefulness of reviews and verify them using linear regression. We finally establish a customer satisfaction measurement based on different review features. We conduct our experiments based on three products with different brands chosen from the Amazon online store. Based on our experiments, we discover that features such as length and extremeness of the comments will affect the review usefulness, and the consumer satisfaction measurement constructed using the exponential moving average method can effectively reflect the trend of user satisfaction over time. Our work can help companies acquire valuable suggestions to improve product features, increase sales, and help customers make wise purchases.
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Cronin, J. Joseph, and Steven A. Taylor. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56, no. 3 (July 1992): 55–68. http://dx.doi.org/10.1177/002224299205600304.
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The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
Dissertations / Theses on the topic "Consumer satisfaction – measurement"
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Szeto, Ping-hang. "Measurement in service quality of Hongkong Telecom in municipal halls." Click to view the E-thesis via HKUTO, 1997. http://sunzi.lib.hku.hk/hkuto/record/B42574626.
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Dhurup, Manilall. "Consumer perceptions of supermarket service quality : scale development, measurement and validation / Manilall Dhurup." Thesis, North-West University, 2003. http://hdl.handle.net/10394/2414.
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O'Connell, Michael Thomas. "Closed Loop Satisfaction Measurement: New Wine from Old Bottles." PDXScholar, 2011. https://pdxscholar.library.pdx.edu/open_access_etds/221.
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A field experiment examines within a financial services firm the impact of a customer satisfaction survey-based intervention that enables front-line employees to identify and contact less-than satisfied customers (less than 9 on a 10-point scale) to proactively prevent potential customer defections. The impact is measured using operational data from 28,000 new customers and their associated defection behavior over a period of eight years. The experiment applies binomial Z-tests of proportions to assess the difference in defection rates of targeted and non-targeted customers before and after the intervention. The research finds that the use of closed loop satisfaction measurement reduces customer defections (by 40%, p>.001). Further, the research finds that the primary reduction is for non-targeted customers rather than for targeted customers, contrary to expectations. The research also provides additional support for the 'service recovery paradox' wherein customers who are less-than satisfied who are satisfactorily resolved have reduced defection rates compared to customers that are satisfied (by 47%, p=.016). The primary limitation of the research is its reliance on data from a single company. Another limitation is the potentially confounding impact of the Great Recession on defections during the study period, which could threaten the validity of the analysis. Consequently, additional tests were performed to control for this and other potentially confounding factors. These tests show that the Great Recession and the host company's cost cutting reactions did impact defections and therefore data from these periods were eliminated from the analyses. The primary theoretical contributions are the use of actual customer defections to measure the impacts and the use of a proactive rather than a reactive intervention. The contribution from a practitioner perspective is the relatively low cost of this intervention for improving customer retention.
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Szeto, Ping-hang, and 司徒秉衡. "Measurement in service quality of Hongkong Telecom in municipal halls." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B42574626.
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Senn, William Donald. "An Empirical Study of Quality and Satisfaction with a Focus on Creating a Parsimonious Measurement Instrument in an Information Space." Thesis, University of North Texas, 2014. https://digital.library.unt.edu/ark:/67531/metadc699914/.
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Student satisfaction and service quality are interrelated constructs that are associated with improving student retention. This research investigated the relationships between these constructs in the context of an institution of higher education as an information system and sought to reduce the dimensionality of what have traditionally been considered orthogonal factors of these constructs in order to produce a parsimonious model and survey instrument that may be useful in assessing and predicting overall student satisfaction and overall service quality. The methods of analysis used in this study are quantitative in nature and included the use of descriptive univariate, bivariate, and multivariate analyses; exploratory factor analysis to examine latent dimensions within the data; and multiple linear regressions to measure the predictive efficacy of combinations of variables with respect to overall student satisfaction and overall service quality. It was hypothesized that the statistical treatment of the data would show that some dimensions routinely collapse, leading to possible valuable theoretical implications.
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Brown, Mogamat Faizel. "An individual performance management system as a way of improving customer satisfaction at the City of Cape Town (Unicity) Municipality." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52674.
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Thesis (MPA)--Stellenbosch University, 2002.ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance Management system at local government level in the Cape Metropolitan Area. The researcher has observed a possible decline in customer satisfaction towards the Cape Metropolitan Council Administration and at other Administrations within the City of Cape Town, and the press also highlighted complaints regarding the absence of an entrenched customer care ethic among municipal officials. The researcher was concerned with the way customers are being handled by municipal officials, and sought to find a solution to the problem. The researcher conducted research on what the ideal situation should be, and how to reach the ideal situation, which included South African local government legislation and discussion documents. The researcher also conducted an opinion survey (by means of a questionnaire) within the CMC Administration, in order to obtain the opinions of employees of the City of Cape Town's CMC Administration with regard to perceptions of customer satisfaction, and the possible effect on customer satisfaction should a Performance Management system be implemented within the City of Cape Town. It was found that, should a Performance Management system be introduced within the City of Cape Town, it will contribute to efficiency in service delivery, and staff will be held accountable for their work performance. It was also found that at local government institutions (locally and internationally) where effective organisational and individual Performance Management systems had been implemented, customer satisfaction at these institutions has improved. It is therefore suggested by this research that the City of Cape Town should implement an individual Performance Management system and that customer satisfaction should improve over time.
AFRIKAANSE OPSOMMING: Die fokus van die navorsings opdrag is die evaluering van 'n individuele werkverrigting- bestuurstelsel op die vlak van plaaslike regering in die Kaapse Metropolitaanse Gebied. Die navorser het 'n moontlike afname in kliënte bevrediging teenoor die Kaapse Metropolitaanse Raad (KMR) en ander Rade binne die Kaapse Metropolitaanse Gebied opgelet, en die pers het ook klagte belig betrekkend die afwesigheid van 'n verskansekliënte-sorg etiek onder munisipale amptenare. Die navorser was bekommered met die manier waarop kliënte behandel is deur munisipale amptenare, en het probeer om 'n oplossing te vind vir die probleem. Die navorser het ondersoek ingestel, wat ingesluit het Suid_Afrikaanse plaaslike regerings-wette en besprekings-dokumente, om uit te vind wat die ideale situasie is, en hoe om hierdie situasie te bereik. Die navorser het ook 'n opinie opneming ingestel (dmv. 'n vraelys) binne die KMR Administrasie, om sodoende die opinies van die werkers van Stad Kaapstad se KMR Administrasie betreffend die waarnemings van kliënt bevrediging, en die moontlike effek op kliënt bevrediging as 'n werkverrigting bestuurstelsel in werking gebring word binne die Stad Kaapstad. Daar is gevind, dat as 'n werkverrigting bestuurstelsel voorgestel word binne die Stad Kaapstad, daar 'n verbetering sal wees in doeltreffendheid van diens gelewer, en personeel sal verantwoordelik wees vir hul werkverrigtinge. Daar is ook gevind by plaaslike regering-instansies (plaaslik en internasionaal) waar daar effektiewe werkverrigting bestuurstelsels in werking gestel is, daar 'n verbetering in kliënte bevrediging was. Dus word daar gesuggereer, deur dié navorser dat die Stad Kaapstad 'n individuele-werkverrigting bestuurstelsel moet implementeer en dat kliënt bevrediging mettertyd sal verbeter.
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Audrezet, Alice. "L'ambivalence des consommateurs : proposition d'un nouvel outil de mesure." Thesis, Paris 9, 2014. http://www.theses.fr/2014PA090011/document.
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La littérature en méthodologie pointe un important problème lié à l’utilisation des différentiels sémantiques pour mesurer les évaluations globales des individus. Au centre de ces continua bipolaires opposant une paire d’adjectifs antagonistes, sont en effet agrégées de manière artificielle et fâcheuse deux types d’évaluations : les réactions indifférentes et les réactions ambivalentes. Or, la distinction entre ces deux types d’évaluation est un enjeu dans la mesure où elles recouvrent des réalités différentes. En effet, l’indifférence correspond à l’absence de réaction positive ou négative, tandis que l’ambivalence décrit une évaluation composée à la fois de réactions positives et négatives. Cette recherche démontre l’intérêt d’utiliser un nouvel outil de mesure issu de recherches en psychologie, l’Evaluative Space Grid (Larsen & al., 2009), pour saisir la part d’ambivalence contenue dans les évaluations globales de consommateurs. A l’aide d’un design mixte comportant cinq études empiriques, nous montrons que l’Evaluative Space Grid présente des propriétés psychométriques aussi bonnes que le différentiel sémantique tout en permettant de différencier les réactions indifférentes des réactions ambivalentes, ce que ne peut pas faire un différentiel sémantique. Ce travail de recherche constitue donc une contribution méthodologique importante qui devrait intéresser chercheurs et praticiensLiterature on methodology reveals a serious problem related to the use of semantic differential scales to measure individuals’ global evaluations. Two types of evaluations are incorporated—in an artificial and unsuitable way—into these bipolar continuums that contain two opposing adjectives: indifferent reactions and ambivalent reactions. The distinction between these two types of evaluation is significant because they reflect different realities. While indifference corresponds to an absence of positive or negative reactions, an ambivalent evaluation is composed of both positive and negative reactions. This research demonstrates the advantages of using a new measurement tool, the Evaluative Space Grid (Larsen & al., 2009), developed in psychology research; this tool is able to capture the ambivalent component in consumers’ global evaluations. Using a mixed design method comprising five empirical studies, we demonstrate that the Evaluative Space Grid has psychometric properties that match those of semantic differential scales; however, in contrast to semantic differential scales, the ESG is capable of differentiating between indifferent reactions and ambivalent reactions. This research therefore constitutes a major methodological contribution that will be of interest to both researchers and practitioners
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Parr, Jacqueline Nicole. "The Impact of True Fit® Technology on Millennial Consumer Confidence and Satisfaction in their Online Clothing Purchase." Thesis, University of North Texas, 2017. https://digital.library.unt.edu/ark:/67531/metadc1062912/.
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This study examines the use of True Fit® technology by millennial consumers and its impact on consumer confidence and satisfaction with respect to online sizing. In the apparel industry, there is a lack of size standards among retailers, and as a result consumers will encounter frequent size variations in their clothing size. Difference sizing technology has been developed to address the sizing issue. One is True Fit® which unlike other sizing technologies, uses mathematical algorithms to compile large amounts of data from designers. The purpose of this study was to analyze consumer confidence and satisfaction after True Fit® has been used to make a sizing decision while online shopping. The technology acceptance model (TAM) was used as the basis for the theoretical framework for this study. TAM explores how current advances in technology are influencing consumers' behaviors and attitudes. The variables studies included perceived ease of use, perceived usefulness, attitude, intent to use True Fit®, confidence and satisfaction. The methodology used in the study is a quantitative method consisting of an online survey and a True Fit® task, where consumers were exposed to True Fit® prior to answering questions about the use of sizing technology. The results of the study suggest the dependent variable of confidence and satisfaction with the sizing technology was positively affected by the intent to use True Fit®. Thus, it can be inferred that consumers felt positively about adopting apparel size technology and that technology such as this would have wide application in the future.
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Wang, Cheng Marketing Australian School of Business UNSW. "Modeling the process of satisfaction formation: towards a contingency perspective." 2007. http://handle.unsw.edu.au/1959.4/40681.
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Consumer satisfaction is a central topic in marketing. In the literature, a variety of conceptual models have been developed to capture the satisfaction formation process, with the dominant framework being the disconfirmation paradigm. However, despite its widespread acceptance and support, there is still a lack of clarity, especially regarding the role and relative importance of perceived performance in determining satisfaction. It has been suggested that satisfaction research has advanced into a stage where potential moderator variables need to be examined in order to explain previous mixed findings. The current research proposes a contingency model of the satisfaction formation process, which posits that the nature of the relationships between satisfaction and its two key antecedents (i.e., perceived performance and disconfirmation) is contingent on one situational moderator (ambiguity) and two individual moderators (experience and involvement). Empirical testing of the model is in the form of a cross-sectional survey in China's mobile phone services industry using a convenience student sample obtained from one Chinese university. The results show that both disconfirmation and perceived performance have a direct impact on satisfaction under conditions of low experience or high involvement, whereas satisfaction is solely determined by perceived performance in situations of high experience or low involvement. In addition, the results also support a joint moderator influence of ambiguity and experience on the relationships between satisfaction and its antecedents, which is especially true in the case of high ambiguity and low experience.
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Dladla, David Toto. "A measurement of client satisfaction with services provided by Radiopark Studios to internal clients." Thesis, 2014. http://hdl.handle.net/10210/11469.
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M.Tech. (Business Administration)The purpose of this study was to determine the service quality perceptions of the internal clients who use Radiopark Studios' facilities. This subject is regarded as important in that Radiopark Studios now competes with outside facilities. Internal clients can hire studio facilities and personnel from different production houses. Radiopark Studios should, therefore, improve its clients relationship. The aim was to find out whether there were gaps between the internal clients' service expectations and the services delivered by Radiopark Studios. Zeithaml, Parasuraman, and Berry (1990) Servqual analysis was used as the primary theory base. The researcher investigated the following sections: • Booking office, • Production assistants, • Radio block (studios), • Technicians, • Radio main control, • Security and reception, and • Marketing. The main findings were that there were gaps between the service received by Radiopark Studios internal clients and the service they would like to get. It also showed that Radiopark Studios internal clients were receiving inconsistent service in that some were satisfied with the service delivery whereas others were dissatisfied. Recommendations are made in this report on how to close the service gaps identified in the study.
Books on the topic "Consumer satisfaction – measurement"
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Handbook of customer satisfaction measurement. Aldershot, Hampshire, England: Gower, 1996.
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Latu, Tavite M. Review of satisfaction research and measurement approaches. Wellington, N.Z: Dept. of Conservation, 2000.
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Page, Keith. Customer satisfaction measurement: A practical user's guide. Cheltenham: Stanley Thornes, 1995.
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Bill, Self, and Roche Greg, eds. Customer satisfaction measurement for ISO 9000:2000. Oxford: Butterworth-Heinemann, 2002.
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Measuring customer satisfaction: Hot buttons and other measurement issues. Chicago, Ill: American Marketing Association, 1999.
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Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Milwaukee, Wis: ASQ Quality Press, 1997.
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Managing the customer experience: A measurement-based approach. Milwaukee, Wis: ASQ Quality Press, 2007.
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Naumann, Earl. Customer satisfaction measurement and management: Using the voice of the customer. Cincinnati, Ohio: Thomson Executive Press, 1995.
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Naumann, Earl. Customer satisfaction measurement and management: Using the voice of the customer. Cincinnati, Ohio: Thomson Executive Press, 1995.
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1951-, Perkins Debra Sue, ed. Listening to the voice of the customer: 16 steps to a successful customer satisfaction measurement program. New York: Customer Service Group, 1997.
Find full textBook chapters on the topic "Consumer satisfaction – measurement"
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Youssef, Jamile Anwar. "Investigating Consumer Finance in Lebanon." In Impact of Globalization and Advanced Technologies on Online Business Models, 32–54. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch003.
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The chapter aims to determine three research objectives: (1) ATM service quality in Lebanon measurement based on five dimensions, using the SERVQUAL model; (2) analyze and investigate customer satisfaction and loyalty of the ATM usage, during two different periods, before and after the following situations that Lebanon encountered: foreign currency shortage, commercial banks' informal capital control, and bankruptcy; and 3) assess the intention of the Lebanese to adopt Libra virtual currency. To achieve the objectives of the study, a questionnaire was distributed among bank clients in Lebanese. The results and analysis of the study have been done by comparing the means of SERVQUAL dimensions. The findings indicate that the Lebanese perspective of the banking system changed during the two different periods; however, their intention level to adopt a virtual currency is low.
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Satapathy, Suchismita. "Measurement of Electricity Distribution Service in India by Soft Computing Technique (ANN)." In Advances in Environmental Engineering and Green Technologies, 348–60. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-6631-3.ch014.
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Indian electric power division networks have evolved under certain assumptions. Industry architectures that bear multidirectional information exchange between the regulatory rules and the technology developers are likely to move toward to achieve optimal performance. Currently, very little attention is given to the potential for quality of service discrimination and improvements and/or cost reduction of electricity sector. Effective customer satisfaction investigation is a very important prerequisite for power supply enterprise to win in the market competition. It has for some time been realized that the performance of a service industry such as the electricity providers of a local authority is likewise evaluated by its consumers on the quality of its service delivered to the consumer. Therefore, in this chapter, efforts are taken to use an Artificial Neural Network (ANN) to evaluate service quality in an electricity utility industry.
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Ben M'rad, Ramzi. "The Conceptualization of the E-Service Quality." In Advances in Marketing, Customer Relationship Management, and E-Services, 314–29. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7192-7.ch018.
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Several research studies have focused on the conceptualization, measurement, and management of service quality and their effects in electronic environments. Most of them are based on a classic paradigm, which consists in relating the quality of e-service to customer satisfaction and loyalty. The prescribing intent of the e-service as a plausible consequence of the quality of the e-service has not received enough interest from the researchers. Along these lines, this chapter examined the direct effect of the quality of the e-service on the prescribing intention of the e-service by the consumer as well as the indirect effect through a mediating variable, which is the perceived online value of the consumer.
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Indrawati and R. R. Padang. "Measurement tool for analyzing the influence of Corporate Social Responsibility (CSR) initiatives on consumer attitude, satisfaction, and loyalty at PT. BNI Tbk." In Managing Learning Organization in Industry 4.0, 15–21. Routledge, 2020. http://dx.doi.org/10.1201/9781003010814-4.
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"From the Psychometrics of SERVQUAL to Sex: Measurements of Tourist Satisfaction." In Consumer Behavior in Travel and Tourism, 287–306. Routledge, 2012. http://dx.doi.org/10.4324/9780203047613-21.
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Sharma, Nagendra Kumar, and Gyaneshwar Singh Kushwaha. "Factors Affecting Towards Green Purchase Behavior Among Young Consumers in India." In Advances in Systems Analysis, Software Engineering, and High Performance Computing, 183–210. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-5017-4.ch009.
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The objective of the chapter is to examine the factors that are essential for the green purchase behavior among the young consumers in India. The study consists of 343 young respondents, who were surveyed with the help of structured measurement instrument. The sample has been analyzed with the help of exploratory factor analysis and linear regression analysis. It was found in the study that the awareness towards the green product, attitude towards eco-labeling, and satisfaction via green products are significantly and positively linked to the green purchase behavior, whereas the attitude towards green pricing and ecologically concerned consumers are not associated with the green purchase behavior.
Conference papers on the topic "Consumer satisfaction – measurement"
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Mustapha, Jawahir Che, Shamsul Anuar Mokhtar, Jasrina Jaffar, and Patrice Boursier. "Measurement of Data Consumer Satisfaction with Data Quality for Improvement of Data Utilization." In 2019 13th International Conference on Mathematics, Actuarial Science, Computer Science and Statistics (MACS). IEEE, 2019. http://dx.doi.org/10.1109/macs48846.2019.9024792.
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Soret, Ignacio, Carmen De Pablos, and Jose Luis Montes. "Efficient Consumer Response (ECR) Practices as Responsible for the Creation of Knowledge and Sustainable Competitive Advantages in the Grocery Industry." In InSITE 2008: Informing Science + IT Education Conference. Informing Science Institute, 2008. http://dx.doi.org/10.28945/3269.
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This paper presents a model to measure and to explain knowledge and sustainable competitive advantages generation within the Efficient Consumer Response (ECR) framework. Some specific goals are: a) identification, selection and validation of intellectual capital and of sustainable competitive advantages, b) study of what we name associate concepts: facilitators, implantation drivers and critical success factors, c) develop a validation of a methodology for the measurement model and of the indicators adaptation degree, meeting the demand of related companies and consultants. Results show that individual improvement, work conditions, management style, learning improvement, education, management by objectives and work environment influence directly the human capital increase. Data mining techniques, generation of manuals of procedures and processes, and continuous improvement can be evidenced for a structural capital increase. Increase of relational capital is in direct relationship with the creation and improving of standard procedures for clients, their satisfaction, management by categories, and loyalty programs. To conclude, the implementation of ECR practices generates and increases the intellectual capital, or knowledge, in the organizations by positively promoting the generation of sustainable competitive advantages.
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Barreto Fernandes, Francisco António, and Bernabé Hernandis Ortuño. "Usability and User-Centered Design - User Evaluation Experience in Self-Checkout Technologies." In Systems & Design 2017. Valencia: Universitat Politècnica València, 2017. http://dx.doi.org/10.4995/sd2017.2017.6634.
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The increasing advance of the new technologies applied in the retail market, make it common to sell products without the personal contact between seller and buyer, being the registration and payment of the products made in electronic equipment of self-checkout. The large-scale use of these devices forces the consumer to participate in the service process, which was previously done through interaction with the company's employees. The user of the self-checkout system thus performs all the steps of the purchase, from weighing the products, registering them and making the payment. This is seen as a partial employee, whose participation or performance in providing services can be used by the company to improve the quality of its operations (KELLEY, et al 1993). However this participation does not always satisfy the user, and may cause negative experiences related to usability failures. This article presents the results of the evaluation by the users of the self-checkout system. The data were collected in Portugal through a questionnaire to 400 users. The study analyzes the degree of satisfaction regarding the quality and usability of the system, the degree of motivation for its adoption, as well as the profile of the users. Analysis of the sample data reveals that users have basic or higher education and use new technologies very often. They also have a high domain of the system and an easy learning of its use. The reason for using self-checkout instead of the traditional checkout is mainly due to "queues at checkout with operator" and "at the small volume of products". In general, the sample reveals a high degree of satisfaction with the service and with quality, however, in comparative terms, self-checkout is not considered better than operator checkout. The evaluation of the interaction with the self-checkout was classified according to twenty-six attributes of the system. The analysis identifies five groups with similar characteristics, of which two have low scores. "Cancellation of registered articles", "search for articles without a bar code", "manual registration", "bagging area", "error messages", "weight sensor" and “invoice request "are seven critical attributes of the system. The results indicate that the usability analysis oriented to the self-checkout service can be determinant for the user-system interaction. The implications of empirical findings are discussed together with guidelines for future research.Keywords: Interaction Design, Self service, Self-checkout, User evaluation, UsabilityReferencias ABRAHÃO, J., et al (2013). Ergonomia e Usabilidade. 1ª Edição. São Paulo: Blucher. ALEXANDRE, J. W. C., et al (2013). Análise do número de categorias da escala de Likert aplicada à gestão pela qualidade total através da teoria da resposta ao item. In: XXIII Encontro Nacional de Engenharia de Produção, Ouro Preto. BOOTH, P. (2014). An Introduction to Human-Computer Interaction (Psychology Revivals). London Taylor and Francis. CASTRO, D., ATKINSON, R., EZELL, J., (2010). Embracing the Self-Service Economy, Information Technology and Innovation Foundation. Available at SSRN: http://dx.doi.org/10.2139/ssrn.1590982 CHANG, L.A. (1994). A psychometric evaluation of 4-point and 6-point Likert-type scale in relation to reliability and validity. Applied Psychological Measurement. v. 18, n. 2, p. 05-15. DABHOLKAR, P. A. (1996). Consumer Evaluations of New Technology-based Self-service Options: An Investigation of Alternative Models of Service Quality. International Journal of Research in Marketing, Vol. 13, pp. 29-51. DABHOLKAR, P. A., BAGOZZI, R. P. (2002). An Attitudinal Model of Technology-based Selfservice: Moderating Effects of Consumer Traits and Situational Factors. Journal of the Academy of Marketing Science, Vol. 30 (3), pp. 184-201. DABHOLKAR, P. A., BOBBITT, L. M. & LEE, E. (2003). Understanding Consumer Motivation and Behavior related to Self-scanning in Retailing. International Journal of Service Industry Management, Vol. 14 (1), pp. 59-95. DIX, A. et al (2004). Human-Computer Interaction. Third edition. Pearson/Prentice-Hall. New York. FERNANDES, F. et al, (2015). Do Ensaio à Investigação – Textos Breves Sobre a Investigação, Bernabé Hernandis, Carmen Lloret e Francisco Sanmartín (Editores), Oficina de Acción Internacional - Universidade Politécnica de Valência Edições ESAD.cr/IPL, Leiria. HELANDER, M., LANDAUER, T., PRABHU, P. (1997). Handbook of Human – Computer Interaction. North–Holland: Elsevier. KALLWEIT, K., SPREER, P. & TOPOROWSKI, W. (2014). Why do Customers use Self-service Information Technologies in Retail? The Mediating Effect of Perceived Service Quality. Journal of Retailing and Consumer Services, Vol. 21, pp. 268-276. KELLEY SW, HOFFMAN KD, DAVIS MA. (1993). A typology of retail failures and recoveries. J Retailing. 69(4):429 – 52.
Reports on the topic "Consumer satisfaction – measurement"
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Treadwell, Jonathan R., James T. Reston, Benjamin Rouse, Joann Fontanarosa, Neha Patel, and Nikhil K. Mull. Automated-Entry Patient-Generated Health Data for Chronic Conditions: The Evidence on Health Outcomes. Agency for Healthcare Research and Quality (AHRQ), March 2021. http://dx.doi.org/10.23970/ahrqepctb38.
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Background. Automated-entry consumer devices that collect and transmit patient-generated health data (PGHD) are being evaluated as potential tools to aid in the management of chronic diseases. The need exists to evaluate the evidence regarding consumer PGHD technologies, particularly for devices that have not gone through Food and Drug Administration evaluation. Purpose. To summarize the research related to automated-entry consumer health technologies that provide PGHD for the prevention or management of 11 chronic diseases. Methods. The project scope was determined through discussions with Key Informants. We searched MEDLINE and EMBASE (via EMBASE.com), In-Process MEDLINE and PubMed unique content (via PubMed.gov), and the Cochrane Database of Systematic Reviews for systematic reviews or controlled trials. We also searched ClinicalTrials.gov for ongoing studies. We assessed risk of bias and extracted data on health outcomes, surrogate outcomes, usability, sustainability, cost-effectiveness outcomes (quantifying the tradeoffs between health effects and cost), process outcomes, and other characteristics related to PGHD technologies. For isolated effects on health outcomes, we classified the results in one of four categories: (1) likely no effect, (2) unclear, (3) possible positive effect, or (4) likely positive effect. When we categorized the data as “unclear” based solely on health outcomes, we then examined and classified surrogate outcomes for that particular clinical condition. Findings. We identified 114 unique studies that met inclusion criteria. The largest number of studies addressed patients with hypertension (51 studies) and obesity (43 studies). Eighty-four trials used a single PGHD device, 23 used 2 PGHD devices, and the other 7 used 3 or more PGHD devices. Pedometers, blood pressure (BP) monitors, and scales were commonly used in the same studies. Overall, we found a “possible positive effect” of PGHD interventions on health outcomes for coronary artery disease, heart failure, and asthma. For obesity, we rated the health outcomes as unclear, and the surrogate outcomes (body mass index/weight) as likely no effect. For hypertension, we rated the health outcomes as unclear, and the surrogate outcomes (systolic BP/diastolic BP) as possible positive effect. For cardiac arrhythmias or conduction abnormalities we rated the health outcomes as unclear and the surrogate outcome (time to arrhythmia detection) as likely positive effect. The findings were “unclear” regarding PGHD interventions for diabetes prevention, sleep apnea, stroke, Parkinson’s disease, and chronic obstructive pulmonary disease. Most studies did not report harms related to PGHD interventions; the relatively few harms reported were minor and transient, with event rates usually comparable to harms in the control groups. Few studies reported cost-effectiveness analyses, and only for PGHD interventions for hypertension, coronary artery disease, and chronic obstructive pulmonary disease; the findings were variable across different chronic conditions and devices. Patient adherence to PGHD interventions was highly variable across studies, but patient acceptance/satisfaction and usability was generally fair to good. However, device engineers independently evaluated consumer wearable and handheld BP monitors and considered the user experience to be poor, while their assessment of smartphone-based electrocardiogram monitors found the user experience to be good. Student volunteers involved in device usability testing of the Weight Watchers Online app found it well-designed and relatively easy to use. Implications. Multiple randomized controlled trials (RCTs) have evaluated some PGHD technologies (e.g., pedometers, scales, BP monitors), particularly for obesity and hypertension, but health outcomes were generally underreported. We found evidence suggesting a possible positive effect of PGHD interventions on health outcomes for four chronic conditions. Lack of reporting of health outcomes and insufficient statistical power to assess these outcomes were the main reasons for “unclear” ratings. The majority of studies on PGHD technologies still focus on non-health-related outcomes. Future RCTs should focus on measurement of health outcomes. Furthermore, future RCTs should be designed to isolate the effect of the PGHD intervention from other components in a multicomponent intervention.