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Dissertations / Theses on the topic 'Consumer satisfaction'
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1
Wirtz, Jochen. "Consumer satisfaction with services." Thesis, London Business School (University of London), 1991. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.284194.
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Herbst, Ruben Andreas. "Customer preferences with regard to milk packaging." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/15967.
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The milk industry in the Eastern Cape is very competitive and milk suppliers must use all means, including packaging, to influence buying behaviour. The aim of the study was to investigate customer preferences with regard to milk packaging in the Nelson Mandela Bay (NMB) area. The purpose was to develop a better understanding of customer preferences so that packaging could be designed to satisfy customer expectations and needs. The research design was based on a quantitative approach (non-experimental) and the study was descriptive in nature. The measuring instrument was a self-developed questionnaire, which was developed based on the literature study and previous empirical studies conducted by Adam and Ali (2014a) and Ahmed, Pumar and Amin (2014). The sample consisted of 199 adult shoppers in the Nelson Mandela Bay area, selected through snowball and quota sampling. Data was collected with the help of fieldworkers, coded into Microsoft Excel and processed with statistical software. Descriptive statistics and canonical correlation analysis were used to identify customer preferences and relationships between the different dimensions of milk packaging. The results revealed that size, materials, convenience in handing and product information (expiry date) were important. Colour and design were not regarded as important by the target group.
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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
business markets, making this an important area of study with significance for
marketers, particularly in terms of the development of customer retention. A two-stage
research design, with qualitative and quantitative phases, was employed in the current
research using a single key informant approach. The qualitative study utilised an indepth
interview technique in which key informants representing 21 businesses
provided interviews. The quantitative study employed a cross-sectional email URL
embedded Web survey of key informants, which resulted in a final sample size of 376
responses. The simultaneous nature of the multiple relationships between key
constructs was analysed using structural equation modelling. The research
demonstrated that distributive justice, procedural justice, interactional justice,
satisfaction with complaint—handling, benefit-loss costs, economic-loss costs, learning
costs, sunk costs, interpersonal relationships, dependence and calculative commitment
are the direct and indirect factors that influence the likelihood of dissatisfied
customers remaining in a relationship. A key finding is the mediating role of both
dependence and calculative commitment on the relationship between specific firmlevel
investments and repurchase intentions. This thesis makes four contributions.
Firstly, it uses a business services context, which is an under—researched area for this
research problem. Secondly, it connects determinant factors to an outcome variable in
explaining the tendency among B—to-B services customers, who have complained and
considered switching, to remain involved in a relationship that is dissatisfying overall.
Thirdly, it examines the effects of antecedents on calculative commitment that have
previously not been examined, thus making a conceptual and empirical contribution.
Finally, it offers managerial implications for the offending service firms as well as for
those service firms that are attempting to attract dissatisfied prospective switchers of
the offending firm.
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Yau, O. H.-M. "Consumer satisfaction and cultural values." Thesis, University of Bradford, 1986. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.371491.
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Ashley, Christy A. "Information processing in consumer relationships : the effect of emotional commitment /." View online ; access limited to URI, 2006. http://0-wwwlib.umi.com.helin.uri.edu/dissertations/dlnow/3225310.
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Cazier, Joseph Abram. "The relationships among value congruence, trust and behavioral intentions in e-business." Full text available, 2004. http://images.lib.monash.edu.au/ts/theses/cazier.pdf.
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Bowen, David. "Consumer satisfaction and dis-satisfaction with long-haul inclusive tours." Thesis, Oxford Brookes University, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.264532.
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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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Leah, Susan. "Increasing customer satisfaction through employee satisfaction in a call center environment." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005leahs.pdf.
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Friman, Margareta. "Effects of critical incidents on consumer satisfaction /." Göteborg : Elanders Digitaltryck, 2000. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=009186423&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Heung, Che-shing Vincent. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2108015X.
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Feit, Tori L. "Customer satisfaction survey development and evaluation model for local business." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002feitt.pdf.
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Stanford, David. "Examining the relationship between job satisfaction and customer satisfaction in a South African firm." Diss., University of Pretoria, 2008. http://hdl.handle.net/2263/23288.
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Employee and customer satisfaction have been widely studied and are important for business outcomes. Their relationship has primarily been researched at the organisational and departmental levels within the consumer type industries where frontline employee interaction with the customer is important. Research into the relationship at the job characteristic level and within a business-to-business context is limited and therefore the purpose of the research is to examine these relationships in a South African firm. Two data collection instruments, based on the literature review, were used to obtain the primary data for this research. A self administered job satisfaction survey was preformed as well as a telephonic customer satisfaction survey was undertaken. 67 employees and 66 customers responded to the survey. Descriptive and comparative statistics with a rank order correlation was used to examining and analyse the data. Although a weak relationship was observed between the percentages of satisfied employees and satisfied customers in the survey, a strong and significant relationship exists between the rank order of the different functions within the firm, when comparing the employees job and customers satisfaction results. The results suggest that the job satisfaction levels of the employees in a business-to-business environment influence to some degree the level of satisfaction experienced by the customer.Dissertation (MBA)--University of Pretoria, 2008.
Gordon Institute of Business Science (GIBS)
unrestricted
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SILVEIRA, ELAINE BARBOSA COUTO. "CONSUMER SATISFACTION RELATED WITH FIRM VALUE AND PROFITABILITY." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2018. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=35630@1.
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O objetivo deste trabalho é verificar qual a influencia do invetimento em marketing e consequentemente da satisfação do consumidor, no valor economico-financeiro das organizações no que tange a sua rentabilidade e lucratividade. Exite muita divergencia quanto a efetividade das ações de marketing no resultado econimico financeiro, constantemente discutida pelos administradores. Para abordar esta questão utilizou-se o ACSI, indice de satisfação do consumidor americano associados a indices de rentabilidade e performance usualmente utilizado nas avaliações das empresas. O campo de pesquisa foi delimitato as empreas de capital aberto em paises em desenvolvimento pertencentes ao mercado discricionário. A analise da satisfaçao do consumidor apesar da sua importância é pouco medida em termos de retorno financeiro. De modo que, este trabalho permitirá demonstrar segundo modelo aplicado a relação da satisfação do consumidor versus a rentabilidade e performance dessas empresas haja vista uma expectativa no impacto positivo, reafirmando a lealdade do consumidor com o produto da empresa ou negativo sob a influencia das percepções de insatisfação do cliente.The objective of this study is to verify the influence of marketing investment spending and, consequently, consumer satisfaction with the economic-financial value of the companies in terms of their profitability and profitability. There are many disagreements as to the effectiveness of marketing actions in the economic-financial result, constantly discussed by managers. To address this issue, consumer satisfaction was used using the American Customer Satisfaction Index (ACSI), or American Consumer Satisfaction Index, associated with profitability indicators usually adopted in corporate valuations. As a research field, publicly traded companies in developed and developing countries belonging to the discretionary market were determined. The analysis of consumer satisfaction, despite its importance, is little measured in terms of financial return and is spared, so that, in this work, we try to demonstrate it according to the model applied to the relationship of consumer satisfaction with profitability of the companies, that is, with the generation of value to shareholders and investors of these. Let s see, an expectation not a positive impact reaffirming the impact of the consumer satisfaction index as a result of a marketing action that brings back to the company ACSI.
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Ho, Kit-fun Polly. "Improving marketing performance through customer satisfaction : China /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14038985.
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Azizi, Taha. "Exploring an experiential marketing phenomenon : the dining experience." Thesis, Lethbridge, Alta. : University of Lethbridge, Faculty of Management, c2011, 2011. http://hdl.handle.net/10133/3233.
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This research focuses on dining experience as an example of experience marketing. In this study, the qualitative research method has been used to derive particular concepts involved in the dining experience from the bodies of reviews. Similarly, quantitative content analysis method has been used to provide rich and valuable information about the concepts explored from the qualitative data. Inferential statistics has been used in the study to test hypotheses about the relationships between elements in the dining experience context. The results indicate that food quality is the most important predictor of the dining satisfaction while service quality may not be an effective factor to create satisfaction. Moreover, social needs in dining experience are more evident in dinners than in lunches. The results of the study reveal the effectiveness and applicability of the online review analysis in bringing new insights from dining experience to contribute to the field of experience economy.viii, 127 leaves ; 29 cm
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Lim, Choi-ling. "Employee satisfaction : a service productivity and service quality issue : the case of airline cabin crew /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1795776X.
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Ko, Eunju. "Impact of quick response technology based attributes on consumer satisfaction/dissatisfaction among female apparel consumers." Diss., This resource online, 1995. http://scholar.lib.vt.edu/theses/available/etd-02132009-172100/.
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Tung, Wei-Chia. "A customer perception and satisfaction survey for a Chinese buffet." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003tungw.pdf.
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Hui, Michael King-Man. "Perceived control, crowding and consumer satisfaction in service industries." Thesis, London School of Economics and Political Science (University of London), 1988. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283591.
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Jones, Courtney R. "An Evaluation of Consumer Satisfaction of SafeCare® Provider Trainings." Digital Archive @ GSU, 2009. http://digitalarchive.gsu.edu/iph_theses/126.
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This capstone project was conducted to evaluate trainer trainee satisfaction and acceptability from social validation questionnaires for SafeCare provider training s conducted by the National SafeCare Training and Research Center. Data were collected from 82 training participants from 2007 to 2009. SafeCare is an evidence-based parenting skills program created for at-risk and maltreating parents. The National SafeCare Training and Research Center utilizes a trainer-training model to teach professionals at the community-level. Trainees are instructed in four SafeCare modules: health, home safety, parent-child and parent-infant interactions. Social validation questionnaires are administered to evaluate process and procedures, outcome measures, staff performance, and training methods. Overall, SafeCare provider training was reported as valuable across all three social validation questionnaires. Trainees also reported a strong agreement for utilizing the skills learned during training in their future field work. Training staff performance received high satisfaction ratings as well.
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Dubey, Smita 1967. "Consumer skills in, and satisfaction with, shopping for apparel products: From the consumer socialization perspective." Thesis, The University of Arizona, 1993. http://hdl.handle.net/10150/278285.
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The purposes of this study were to examine the influences of (1) individual characteristics on consumer skills in shopping for apparel products, (2) socialization processes on consumer skills, (3) social structural and developmental variables on socialization processes, and (4) consumer skills on consumers' satisfaction with their skills. A questionnaire was mailed to 1255 White, non-Hispanic and Hispanic undergraduate students randomly drawn from a large southwestern university. Principal factor analysis was performed on the consumer skills and socialization variables to reveal five factors each. Stepwise multiple regression analysis was conducted to test each of the hypotheses Results indicated that selected individual characteristics of the respondents had a direct influence on socialization processes, which in turn, influenced consumer skills. Several social structural and developmental variables appeared to indirectly influence consumer skills variables via the socialization processes.
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Capraro, Anthony Joseph. "Managing the process of customer defection /." Digital version accessible at:, 1999. http://wwwlib.umi.com/cr/utexas/main.
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Mouri, Nacef. "A CONSUMER-BASED ASSESSMENT OF ALLIANCE PERFORMANCE: AN EXAMINATION OF CONSUMER VALUE, SATISFACTION AND POST-PURCHASE BEHAVIOR." Doctoral diss., University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2326.
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Strategic alliances have become a recognized strategy used by firms in the pursuit of their diverse organizational objectives. Consequently, the literature on alliances is replete with research investigating the value strategic alliances generate for participating organizations. Strategic alliances have been shown to contribute to firm value through numerous sources, including scale economies, effective risk management, cost efficient market entries, and learning from partners. Largely overlooked in the literature however, are issues investigating the relationship between strategic alliances and one of the organization's most important constituents, the consumer. Questions such as how the consumer reacts to inter-firm alliances, how strategic alliances impact consumer value, satisfaction, and customer post-purchase behavior have yet to be answered. This lacuna has been recently highlighted by prominent researchers in the discipline (Rindfleisch and Moorman 2003). Focusing on marketing alliances, the present dissertation attempts to address this gap in the alliance literature by advancing and testing a theoretical framework examining consumers' cognitive, affective, and behavioral reactions to organizational strategic alliances. The dissertation also contributes to the satisfaction literature. Scholars in this area have traditionally viewed satisfaction as a cognitive response to the comparison of actual consumption experiences with some comparison standard (confirmation/disconfirmation paradigm). Recently however, there have been increasing calls for satisfaction measures to capture not just how the customer thinks the product performed relative to the comparison standard, but also the resulting customer emotion. The study provides additional support of an affective route to customer satisfaction, particularly when customer hedonic value is enhanced. Moreover, the association between customer satisfaction and behavioral outcomes is also examined. While prior research shows that satisfaction is positively related to loyalty and word of mouth and negatively related to intentions to switch, it was found that these relationships are even stronger in the presence of alliances. The results of this dissertation provide important theoretical and managerial insights. The strategic alliance literature is enhanced insofar as this is the first effort aimed at investigating the impact of strategic alliances on the consumer. The study examines the relationship between marketing alliances and customer value, particularly utilitarian and hedonic value, as well as the moderating role of alliance type (functional or symbolic) in this relationship. From a managerial perspective, engaging in strategic alliances is strategically critical and costly. By providing insight into how alliances enhance consumer value, and how in turn value enhancement is related to customer satisfaction and behavioral outcomes, the present research will help managers make more appropriate and better-informed alliance decisions.Ph.D.
Department of Marketing
Business Administration
Business Administration: Ph.D.
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Chan, Wai-sang William. "The relationship between on-time performance and service evaluation /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B18002912.
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Ruth, James L. "Consumer Behavior in the Online Marketplace: How Time and Access to Information Drive Consumer Decisions." Thesis, School of Information and Library Science, 2006. http://hdl.handle.net/1901/360.
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The online marketplace is growing every year. As it continues to grow it is important to understand the interactions between online consumers and online merchants. This study examines the relationship between online merchants and online consumers focusing on how information is passed between the two. With consumers able to search and view dozens of stores in the time it used to take for many of them to drive to one, why are consumers not able to find the best price for the good they hope to buy? By examining past literature on information theory and consumer behavior, combined with considering a 3 x 3 sample of online consumers actually finding items in an online environment, this study will serve as a base for further research on what drives consumer interaction with electronic markets.
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Chiu, Mun-chi Ruby. "Improving marketing performance through customer satisfaction : Hongkong Bank /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876518.
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Bailey, John Franklin. "Customer buying behavior at selected petroleum shops in Cape Town." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/973.
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Thesis (MTech (Business Administratiom, Marketing Management))--Cape Peninsula University of Technology, 2011The dynamic nature of modern organisations, characterised by hyper turbulence, necessitates that organisations remain receptive to the plethora of internal and external forces driving changes in strategy. One such organisation is that of Engen Petroleum Limited which operates in an everchanging, highly competitive environment. In order to remain the market leader, Engen needs to revisit its strategy to contend with market forces, bearing in mind that globalisation, as well as international ownership of competitor companies, play a role. In order to maintain a competitive advantage, the role of brands in the context of convenience is important, as brand recognition makes decision-making simpler for consumers who are in a rush. It is hence deemed expedient for forecourt retailers to understand customer satisfaction drivers, such as quality, service and convenience (Molefi, 2007). The current research focuses on the Engen Western Cape Quick Shop network, and in particular, investigates the possible reasons, namely growth rates, product offering, location, and customer service, for performance compared to the national average. A questionnaire/survey was conducted to determine the demographic characteristics of customers as well as the factors that influence their propensity to utilise Engen Quick Shops. This research was intended to provide Engen Petroleum Limited with data and information to enable the Western Cape Convenience dealer network to not only grow at the national average, but also to position itself at the forefront of the Convenience Store market.
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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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Lai, Cheng-Hao. "An evaluation of the influence of experiential marketing on spectators' behaviour in the Taiwanese professional baseball league." Thesis, Loughborough University, 2014. https://dspace.lboro.ac.uk/2134/14896.
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The relationships between service quality, consumer satisfaction, and loyalty have been widely discussed in the service marketing literature, but there is still an ongoing debate about these relationships because they have not been well studied in spectator sport industry (Theodorakis & Alexandris, 2008). Schmitt (2011) claimed that consumer experiential could be a new perspective for evaluating the nature of these relationships. However, experience marketing has some special and unique attributes requiring specific definitions in specific research contexts. Thus, the current research attempts to (1) identify what kinds of experiences are found in Taiwanese professional baseball games; (2) test models of relationships between consumer experience, service quality, satisfaction and loyalty taking into account the unique aspects of the specific context of Taiwanese professional baseball games; and (3) test the role of consumer experience on the relationships between perceived service quality, satisfaction and loyalty. In order to achieve the research aims, the current research adopted a mixed method approach using both qualitative and quantitative methods. Four focus groups, representing the qualitative stage, were conducted to acquire a better understanding of consumer experience types and characteristics in Taiwanese professional baseball games. The main findings of the focus groups are that (1) ordinary experiences include the game itself while additional events and activities characterise extraordinary experiences. However, (2) when games involve a special performance and record or modifies a ranking position, they can be seen as extraordinary experiences as well. Moreover, ordinary experience and extraordinary experiences also depend on clubs, game days, and stadiums. A questionnaire survey, representing the quantitative stage, was used to investigate the relationships between consume experience, service quality, consumer satisfaction and loyalty. The sampling strategy was designed based on the specific research context features (i.e., different clubs, dates and stadia), and 1,229 questionnaires were collected. A confirmatory factor analysis was conducted in order to test the measurement model and compare theoretical models according to specific research context features. The main findings were that: (1) the degree of association between consumer experience and service quality is significant, (2) both direct and indirect relationships of consumer experience on consumer satisfaction and loyalty are significant, (3) only an indirect influence, via consumer satisfaction, of service quality on consumer loyalty is significant, (4) the differences of relationships are significant between clubs, but not significant between dates and stadia. The current research concluded that (1) consumer experience is an important dimension to take into consideration to better understand the formation of consumer loyalty, (2) there is a two-way relationship between service quality and consumer experience, (3) Intangible experience elements are captured by consumer experience while tangible experience elements are captured by service quality, (4) Extraordinary experiences in sport spectating events are highly dependent on situational factors, (5) specific research contexts features are important to take into consideration when conducting consumer experience research.
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Martin, Neale J. "An empirical investigation of the determinants of consumer satifaction." Diss., Georgia Institute of Technology, 1997. http://hdl.handle.net/1853/30322.
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Van, der Merwe Samatha Michelle. "The impact of electronic service quality dimension on customer satisfaction." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1367.
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Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
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Schoen, Andre. "Service delivery management a process for proactively ensuring customer satisfaction /." Connect to full text, 2002. http://hdl.handle.net/2123/580.
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Thesis (Ph. D.)--University of Sydney, 2002.Title from title screen (viewed Apr. 24, 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Australian Graduate School of Management. Includes bibliography. Also available in print form.
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Shukla, Mitul. "Creating a framework for eliciting consumer satisfaction in Second Life." Thesis, University of Bedfordshire, 2012. http://hdl.handle.net/10547/294284.
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Using consumer satisfaction as an example of complex communication and a virtual world as a mediating platform, a novel framework for eliciting consumer satisfaction has been developed. Consumer satisfaction is a key element for business success, while the elicitation of satisfaction perceptions from consumers can help vendors to assess and to improve their business performance. The objectives here are: how consumer satisfaction is defined, understood and measured; how virtual worlds function, both as a platform and a product; how users typically perceive their experiences in virtual worlds; and how consumer satisfaction metrics can be translated into a virtual environment. Second Life is used as an enabling technology for gathering requirements as well as for the construction, refinement and validation of the framework. Second Life is a virtual world, a multi-user, 3D, immersive environment, which has its own internal economy. The choice of using this social virtual world was due to Second Life being a resilient and widely used platform. The main contribution of this thesis is a framework that can be used to identify and categorise the complex and inter-related factors that affect the use of Second Life in terms of consumer satisfaction perceptions. Another contribution here is a novel approach to Search Engine trend analysis, which focuses on the number or search results returned as opposed to the number of queries for a given search phrase. Based on the research conducted by the author and knowledge gained from the literature, a framework has been developed which identifies interrelated components that provide a wider context to perceive the user experience of Second Life. The approach taken by the framework enables it to be used as a means to comprehend Second Life both as a product and as a platform. A Straussian Grounded Theory approach was taken to data gathering, analysis and interpretation in the context of the framework; further refinements are made to the framework as a consequence of emergent themes revealed through the process of analysing the gathered data. Guidance is given in brief as to how the framework can be adapted to reveal consumer satisfaction perceptions from other internet based services.
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GU, ZHUO YUAN. "Healthcare Wearables Consumption in China: Exploring Consumer Satisfaction and Stickiness." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-297300.
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This study proposed a new topic in exploring what factors cause most Chinese customers not continue to use their healthcare wearables after purchasing. Based on the framework of “the self-regulation of attitudes, intentions, and behavior” (Bagozzi, 1992), which is used to determine what factors impact satisfaction and how satisfaction can in turn impact stickiness, this study developed a new research model and proposed seven hypotheses. And based on the theories, firstly, this study used interview technique to understand what practical factors people think about would affect consumers’ satisfaction and stickiness towards healthcare wearables in China. Secondly, combined theories with all the hypotheses and the interview results, this study applied survey method to collect empirical data. As all the constructs were validated with exploratory factor analysis and reliability analysis, then the model was tested with linear multiple regression. The findings showed that the proposed research model fits in testing in this study, as three factors (value, quality and trust) have significant effects on Chinese consumers' satisfaction and stickiness towards healthcare wearables consumption. This study suggested that healthcare wearable companies need to put more emphasis on maintaining and increasing consumers’ trust, should continually improve consumers’ satisfaction, and should emphasize more on how to improve consumers’ attitudes of value and trust instead of putting more efforts on quality. These study results can help healthcare wearables companies make correct marketing strategies by putting efforts and resources on more valuable aspects, meanwhile, can help Chinese people to really improve health by using healthcare wearables.
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Chitturi, Ravindra. "Design for affect emotional and behavioral consequences of the tradeoffs between hedonic and utilitarian attributes /." Thesis, 2003. http://wwwlib.umi.com/cr/utexas/fullcit?p3116284.
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Rimmell, Shereen. "The consumer-brand relationship amongst low-income consumers." Diss., 2009. http://hdl.handle.net/2263/23295.
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The nature of relationships that consumers form with their brands has been well documented in the marketing literature, but research conducted to date has not focused on the relationships that low income consumers form with brands, despite this being an extremely important market globally. Through understanding the consumer-brand relationships with low-income consumers better, companies have greater opportunities for new markets as well as leading to increased innovation. This paper highlights low-income consumers as value-conscious consumers through the brand relationships they have. Results from thirteen in-depth, face-to-face interviews with 13 women from Alexandra Township in South Africa are presented. Low-income consumers form many different relationships based on value, quality, choice and service, to name a few – with very few relationships being based on price. The low-income consumer requires trustworthiness, innovativeness and a willingness to do things differently. Understanding of their situation and a willingness of management to design processes and procedures around this is found to relate to improved relationships with an extremely brand-loyal market.Dissertation (MBA)--University of Pretoria, 2010.
Gordon Institute of Business Science (GIBS)
unrestricted
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Kuan, Daniel. "Determinants of consumer satisfaction among chiropractic consumers in Macao." Thesis, 2013. http://hdl.handle.net/1959.13/1039374.
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Professional Doctorate - Doctor of Business Administration (DBA)In Macao, where the health care industry is not strictly regulated, health care consumers have a lot of options when deciding where to seek treatment. Therefore, to any private health service provider, including chiropractors, knowing what keeps customers satisfied is vital for business success. The primary objective of this study is to examine the relative significance of a set of chosen variables in determining the satisfaction among chiropractic consumers. Although common sense suggests that satisfied consumers are loyal consumers, this study is intended to test this proposition as rigorously as possible. Therefore, the secondary objective of this study is to determine the strength and nature of the relationship between consumer satisfaction and consumer loyalty. To accomplish the above objectives, an anonymous online survey was conducted on 354 chiropractic consumers recruited from chiropractic clinics in Macao. The findings revealed that the 11 chosen constructs could explain 74.6% of the variance in consumer satisfaction, and the relative importance of the constructs could be ranked in descending order: “Communication”, “Responsiveness”, “Perceived Value”, “Reputation”, “Perceived technical competence”, “Recoverability”, “Assurance”, “Tangibles”, “Waiting time”, “Reliability”, “Accessibility”. In addition, correlation analysis revealed that “Consumer satisfaction” and “consumer loyalty” were highly correlated with each other. It is recommended that chiropractors consult the findings of the survey in order to enhance the satisfaction of their consumers by improving certain aspects of their operation, as well as applying marketing strategies to influence consumers’ perspective of their service quality. In regard to future research, it would be of interest to see studies that provided comparisons of the different perspectives between chiropractors and their patients.
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李思玉. "The Study on Experiential Value, Consumer Satisfaction, and Consumer Loyalty of Indigenous Restaurant Consumers." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/rjabc5.
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碩士國立臺灣師範大學
運動與休閒管理研究所
100
The purpose of this study was to know the demographics and purchasing behavior of indigenous restaurant consumers; moreover, to learn the effect and correlation from different participants on experiential value, consumer satisfaction, and consumer loyalty. This study aimed at indigenous restaurant consumers above 18 year-old as participants, which used questionnaire of experiential value, satisfaction, and loyalty measurement as study tool to collect 458 valid data by using convenience sampling from February to April, 2011. Descriptive statistics, independent t-test, one-way ANOVA, Scheffé post hoc comparison, Pearson’s correlation analysis, and multiple linear regression analysis were used to analyze the data. The results followed: 1. Most of the consumers were female, married, above 41years old , and mainly worked in government system or service industry, earned below 20,000 NT and 20,001-30,000NT. The time they stayed 2-3 hours, had meals 2-3 times per year, with their family and relatives, and got information of the restaurants from word-of mouth of family and friends. 2. Among the four experiential values, scores of “aesthetics” was the highest and “service excellence” was next. The difference on consumers’ demographics and consumer behavior had significant difference on experiential value. The difference on consumers’ consumer behavior had significant difference on satisfaction, and the difference on purchasing time(s), and restaurant information had significant difference on loyalty. 3. Experiential value, consumer satisfaction, and consumer loyalty had highly positive correlation. Suggestions are advised for restaurant owners to focus on design of aesthetics expression, and change the arrangement or themes after a period of time to retain the loyal consumers in order to run on business.
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"Experiential value in consumption: scale development and validation." 2009. http://library.cuhk.edu.hk/record=b5896920.
Full textAbstract:
Chan, Ka Yan Elisa.Thesis (M.Phil.)--Chinese University of Hong Kong, 2009.
Includes bibliographical references (leaves 99-106).
Abstracts in English and Chinese.
ABSTRACT (ENGLISH) --- p.ii
ABSTRACT (CHINESE) --- p.iv
ACKNOWLEDGEMENTS --- p.vi
TABLE OF CONTENTS --- p.viii
LIST OF TABLES --- p.xi
LIST OF FIGURES --- p.xii
LIST OF APPENDICE --- p.xii
Chapter CHAPTER ONE --- INTRODUCTION --- p.1
Chapter 1.1 --- Background --- p.1
Chapter 1.2 --- Overview of Research Objectives --- p.2
Chapter 1.3 --- Outline of the Current Study --- p.2
Chapter CHAPTER TWO --- LITERATURE REVIEW --- p.4
Chapter 2.1 --- Defining “Experience´ح in Consumption --- p.4
Chapter 2.2 --- Experience-rich Consumption --- p.7
Chapter 2.3 --- Consumer Value --- p.8
Chapter 2.4 --- Models and Scales of Consumer Value --- p.11
Chapter 2.4.1 --- Typology of Consumer Value by Holbrook (1999) --- p.11
Chapter 2.4.2 --- The Theory of Consumption Value --- p.12
Chapter 2.4.3 --- Consumer Perceived Value --- p.16
Chapter 2.4.4 --- Experiential Value Scale (EVS) --- p.17
Chapter 2.5 --- Summary of Literature Review --- p.19
Chapter CHAPTER THREE --- OBJECTIVES OF THE CURRENT STUDY --- p.22
Chapter 3.1 --- First Objective of this Research --- p.22
Chapter 3.2 --- Second Objective of this Research --- p.22
Chapter 3.3 --- Third Objective of this Research --- p.23
Chapter CHAPTER FOUR --- CONCEPTUALIZATION OF EXPERIENTIAL VALUE --- p.25
Chapter 4.1 --- Exploring the Components of Experience --- p.25
Chapter 4.1.1 --- Psychology Literature: Everyday Life Experience --- p.25
Chapter 4.1.2 --- Stimulus-Organism-Response Framework --- p.26
Chapter 4.2 --- Dimensionality of Experiential Value --- p.27
Chapter 4.2.1 --- Emotional Value --- p.28
Chapter 4.2.2 --- Intellectual Value --- p.30
Chapter 4.3 --- Dimensional Relation Between Emotional and Intellectual Value --- p.33
Chapter CHAPTER FIVE --- DEVELOPING THE EXPERIENTIAL VALUE SCALE --- p.35
Chapter 5.1 --- Study 1: Item Generation and Selection --- p.35
Chapter 5.1.1 --- Literature Review --- p.35
Chapter 5.1.2 --- Focus Group --- p.37
Chapter 5.2 --- Study 2: Item Reduction and Dimensionality of the Scale --- p.38
Chapter 5.2.1 --- Scale Purification with Exploratory Factor Analysis --- p.39
Chapter 5.2.2 --- Initial Confirmatory Factor Analysis --- p.42
Chapter 5.2.3 --- Scale Reliability and Validity --- p.42
Chapter 5.3 --- Study 3: Convergent and Discriminant Validity Analysis --- p.43
Chapter 5.3.1 --- Method --- p.43
Chapter 5.3.2 --- Results --- p.44
Chapter CHAPTER SIX --- CONCEPTUAL MODEL TESTING --- p.50
Chapter 6.1 --- Study 4: The Antecedents and Consequents of Experiential Value --- p.51
Chapter 6.1.1 --- Subjective Well-Being --- p.52
Chapter 6.1.2 --- Method --- p.53
Chapter 6.1.2.1 --- Dependent Measures --- p.54
Chapter 6.1.3 --- Results and Discussion --- p.54
Chapter 6.1.3.1 --- Discriminant Validity of Constructs --- p.54
Chapter 6.1.3.2 --- Overall Model Results --- p.55
Chapter 6.1.3.3 --- Equivalence Across Religious Group --- p.56
Chapter 6.2 --- Study 5: Using Experiential Value to Predict Consumer Behavior and the Moderating Effect of Experience Context --- p.57
Chapter 6.2.1 --- "Experiential Values, Consumer Trust, and Loyalty" --- p.57
Chapter 6.2.2 --- The Moderating Effect of Shopping Context --- p.59
Chapter 6.2.3 --- Method --- p.61
Chapter 6.2.3.1 --- Dependent Measures --- p.61
Chapter 6.2.4 --- Results and Discussion --- p.62
Chapter 6.2.4.1 --- Discriminant Validity of Constructs --- p.62
Chapter 6.2.4.2 --- Overall Model Results --- p.63
Chapter 6.2.4.3 --- Moderation Model Results --- p.63
Chapter CHAPTER SEVEN --- GENERAL DISCUSSION AND MANAGERIAL IMPLICATION --- p.65
Chapter 7.1 --- Theoretical Contribution --- p.66
Chapter 7.2 --- Managerial Implication --- p.68
Chapter 7.3 --- Limitations and Future Research --- p.71
REFERENCES --- p.99
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Shao, Ziqiong. "An assessment of customer satisfaction management practices." Thesis, 2014. http://hdl.handle.net/10210/9286.
Full textAbstract:
M.Phil. (Engineering Management)For over a decade, customer satisfaction has received increasing attention in marketing. Customer satisfaction is related to loyalty, which in tum is linked to increased profitability, market share, growth, and decreased costs.8 During the 1980s, Japanese firms won major market shares with their product quality and speed. As most leading western companies caught up with their Japanese competitors on quality, most Japanese firms were focusing on a new strategy to meet and exceed changing customer expectations in the 1990s.1 To produce loyalty to an organization became one of the most popular marketing trends of the last decade.1·32 However, customers remain loyal only as long as they are completely satisfied with the quality of the service or product provided? Research results show that it costs five to seven times more to recruit a new customer than it does to retain one." Numerous research studies have shown that the average customer who is happy with a product and a service tells at least three people of his satisfaction, while a dissatisfied customer tells 9 or 10 people about his dissatisfactionf Knowledge of customers' perceptions and attitudes about an organization's business will greatly enhance its opportunity to make better business decisions." More than 80 percent of innovations in high-performing companies come from customers' ideas.'
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Fang, Lu Shiu, and 盧秀芳. "A Study on Consumer Satisfaction of Chunghua Post CorporationA Study on Consumer Satisfaction of Chunghua Post CorporationA Study on Consumer Satisfaction of Chunghua Post Corporation." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/52817971644665897235.
Full textAbstract:
碩士臺中健康暨管理學院
經營管理研究所
93
Abstract With the advancing by leaps and bounds of industrial pluralism, internationalization, science and technology in recent years, the Chunghwa Post Corporation faces the unprecedented management bottleneck, in order to break through the predicament managed, except carry on the industry to improve, strengthen the quality of serving in order to promote customer satisfaction even more, promote the competitiveness, in order to consolidate the source of customers. This purpose of text studies in order to probe into customer satisfaction with Chunghwa Post Corporation, with have difference of showing to probe into the demographic satisfaction to customer of parameter, and probe into different living type satisfaction to customers of attitude and have a difference, the concrete and valuable information that use to offer a Chunghwa Post Corporation, in order to offer better service quality, and reach the management of enterprises continuously forever. This research carries on the granting and the work of collecting with the recovery materials of the questionnaire in accordance with the random sampling by way of questionnaire, and then carry on credibility, narrating statistics, t assaying, factor and analyze, make a variation to count and analyze (one way ANOVA) that sums up and puts in order out the result with the statistics software of SPSS11.0, and propose that the conclusion of this research is: First, The census for parameter at ' price ', ' convenience ', ' serve by course ', ' service content ' that have the obvious differencess in construct. Second, the different model parameters of living type at ' convenience ', ' corporate image ', ' service equipment ', ' attendants ', ' serve by course ' that has the obvious difference in construct. Third, the customer servers to the expection and has difference of showing at experience serving actually. The satisfaction average is the negative value, The Chunghwa Post Corporation should strengthen the quality of serving in order to meet customer's demand , otherwise, the loss that the source of customers will be generous ,and influence the enterprises to manage .
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Viviers, Pierre. "Verbruikersklagtes en bestuursrespons : 'n verkennende studie." Thesis, 2012. http://hdl.handle.net/10210/7432.
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M.Comm.The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.
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劉侑蕙. "External Information Search and Consumer Satisfaction." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/73965843925684409997.
Full textAbstract:
碩士國立彰化師範大學
商業教育學系
91
Information search could reduce consumers’ uncertainty and perceived risk in decision process (Blackwell, Miniard & Engel, 2001). Their uncertainty came from discrepancy between pre-purchase expectation and post-purchase satisfaction. Therefore, information search played an important role to reduce discrepancy both. In other words, a rational consumer could decrease decision risk by information search. No matter consumers satisfy or not pre-consumption, they will change their search behavior? So it is worth to investigate the relation between information search and consumer satisfaction. The purpose of this study intends to investigate the relation between external information search and consumer satisfaction. Data are obtained through questionnaire. The Hierarchical regression model, path analysis, paired sample t-test are applied in this study. The findings reveal that age, education, region, involvement, experience and knowledge, shopping attitude and expectably benefit significantly affect external information search. External information search exist significantly positive direct effect to consumers satisfaction, but consumers satisfaction exist significantly negative direct effect for the second time information search. And pre-information search exist positive direct effect to post-information search. There are significant difference between pre and post search content and brand.
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Fang, Chih-hsiung, and 方志雄. "A Study on Service Quality, Consumer Satisfaction, and Consumer Loyalty of Travel Agencies - The Perspective of Elderly Consumers." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/76033611029311609362.
Full textAbstract:
碩士國立中山大學
高階經營碩士班
104
Up to present, many scholars do researches into the motivation of Taiwanese participating in tourism. The senior’s travelling research is increasingly important, however, there is a lack of research in this field. Therefore, this thesis will do an empirical research of senior’s travelling market into three mainly part: the evaluation of service quality, customer satisfaction and customer loyalty degree. The research method will adopt questionnaires. The receptionists hand out the questionnaires to customers and collect them all. The main purpose is two topics. 1. The questionnaire surveys the relationship between three part of quality of service (reliability, politeness, and expertise) and the customer satisfaction. 2. The questionnaire surveys the relationship between three part of the satisfaction of travel agency (the receptions, hardware and environment of company, and the value-added of case company) and the customer loyalty. The results found the relationship between service quality and customer satisfaction had highly positive correlation. The service satisfaction and customer loyalty had highly positive correlation. The research provides specific recommendations and instructions for case company’s service according to the result.
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HSING-JUNG, WU, and 吳幸容. "A Study of Mobile Phone Consumer Satisfaction." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/16515593906358466864.
Full textAbstract:
碩士長榮管理學院
經營管理研究所
89
According to the popularization of communication in Taiwan, mobile phone has became a product which are widely accepted by the consumer, and the age stage of owner''''s decrease year by year. It shows the potential of market exploitation sufficiently. If every telecommunication supplier who provides mobile phone service want to excel this swingeing competition market, the most important thing is to establish consumers'''' satisfaction and enhance their loyalism. The research population is the citizens who live in Tainan city whose age are from sixteen to seventy years old. The research method was by mail and sampled with Stratified Random Sampling, and I got 346 useful samples. Collecting data with completely research technology, and analyzed the data with Descriptive Statistic、Factor Analysis、Cluster Analysis、LISREL, etc. My purpose is to establish consumers'''' satisfaction of mobile phone. The major results are below: （1）Consumer lay emphasis on the communication quality, and next are the cost and customer service. （2）It will attract much more purchasing will if marketing with 4P. （3）Segregate market according to consumers'''' emphasis factors, I got three characteristic consumer group. 1.Emphasis on use. 2.Emphasis on service. 3.Emphasis on image. （4）The higher consumers'''' expectation before use, the higher experience they got after use. But the difference degree will lower, and the satisfaction and loyalism will higher, too. Besides, if the suppliers have better complain dealing, the loyalism will be higher, too.
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Tzeng, Sheng-Ya, and 曾聖雅. "Consumer Satisfaction Model in Credit Card Industry." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/69352449084624551387.
Full textAbstract:
碩士國立臺灣大學
國際企業學系
85
This thesis ,based on the LISREL model, tries to explore the structure of consumer satisfaction in credit card industry. After the field survey, the main findings can be summarized as follows:1.Perceived performance is the main factor of satisfaction,2.Expectation had no obvious effect on satisfaction.3.Satisfaction and nomplaint are negative relationship and so arecomplaint and royalty.4.Satisfaction and royalty are positive relationship.
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Granberg, Erik, and Magnus Landqvist. "Social Media Marketing’s Influence on Consumer Satisfaction." Thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-41967.
Full textAbstract:
During the last few years social media has grown into a worldwide phenomenon and it is now a part of many peoples everyday life. Many companies therefore seek to use these platforms in order to more easily reach their customers and possible consumers. The largest and most important social media platform for this practice is Facebook. How consumers want companies to act on Facebook is an area not sufficiently covered by previous research and the purpose of this thesis is therefore to gain a better understanding of how companies could improve their actions on social media. The research questions for this thesis are:RQ1: How do consumers perceive companies’ use of social media as a channel for marketing activities?RQ2: What type of social media marketing activities generates the most consumer satisfaction?This study is an exploratory/descriptive study with a qualitative research approach and by conducting a case study based on five different semi-structured interviews data concerning the participants’ opinions regarding companies’ presence on Facebook was gathered. The conclusions reached showed that consumers are generally positive towards companies being on Facebook and the largest factor deciding whether or not a company is appreciated is the type of content the company posts and vivid and engaging content is the most appreciated. Furthermore, the results of the data analysis suggest that companies should utilize the functions offered by the platform and engage the consumers in open, two-way communication. Interactions regarding the purchasing process are also valued by the consumers, as opposed to feeling connected to the company, which the findings show that there is little interest in.Validerat; 20150810 (global_studentproject_submitter)
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Hsu, Yung-Liang, and 徐永亮. "Consumer Satisfaction research in TV shopping industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/47762885946709460125.
Full textAbstract:
碩士國立中山大學
高階經營碩士班
98
According to statistics relesed by Ministry of Economic Affairs (MOEA), non-store retailing market in Taiwan, including TV shopping, online shopping, catalog sales (mail order) and door-to-door selling, grew from NT$112.3 billion in 2005 to NT$152.2 billion in 2009, and the production value has grown more than 30%. The ratio of it to the total retail sales had risen from 3.6% to 4.6%. The performance is incredible. Among non-store retailing, TV shopping is the fastest growing new method over the past few years. In Taiwan''s TV shopping industry, the market size turned from a TV shopping company with NT$0.5 billion of production value in 2000 to three TV shopping companies with NT$51 billion in 2009. In early 2010, the entering of new shopping company, U-Life, caused a new competition among the TV shopping companies. In the meanwhile, sales of TV shopping industry in Mainland China had reached CNY$ 20 billion by 2008. In the next decade, the the growth of total retailing sales, market size of TV shopping in China will account for around 3% of the total, up to 500 CNY$ billion. TV shopping presents the goods to the audience through the high penetration of television media, just like opening a department store directly in TV, in order to let the audience become the consumers. Comparing to store-based retailing which has been developed, the sales mathod of TV shopping industry created an innovative access to the general consumers. Therefore, this thesis explores among the service processes what infuences the consumer satisfaction while the consumers are undergoing TV shopping based on TV shopping industry in Taiwan and Mainland China, and analyzes the differences of consumer satisfaction toward TV shopping between Taiwan and Mainland China. According to the reasons above, this research will first discuss the TV shopping industry development and take the consumers who have purchased any goods by TV shopping as the research targets and conduct telephone interviewing with the questionnaire and analyze the result. The research shows that with the improvement of the service quality, not full-scale, but to reach the customer requirement, the sales performance will be improved with limited resources. Whether in Taiwan and Mainland China, service quality, product quality and delivery quality are the important factors affecting customer satisfaction. In Taiwan, consumer''s repeat purchase intention is more influenced by the back-end process services；in Mainland China, consumer''s repeat purchase intention is more influenced by the front-end process of service.
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Leelakulthanit, Orose. "Measuring life satisfaction in Thailand a marketing perspective /." 1989. http://catalog.hathitrust.org/api/volumes/oclc/31025326.html.
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