Academic literature on the topic 'Customer satisfaction'
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Journal articles on the topic "Customer satisfaction":
Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (January 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.
Fan, Zhi Jun, and Zhao Liang Jiang. "Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model." Applied Mechanics and Materials 224 (November 2012): 358–61. http://dx.doi.org/10.4028/www.scientific.net/amm.224.358.
Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.
Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (February 19, 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
Purwa, Ida Bagus Ngurah Satwika, and I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (December 5, 2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.
Septyarini, Dewi Nur, Gusti Noorlitaria Achmad, and Adjie Sofyan. "THE EFFECT OF SENSORY STIMULI ON INCREASING CUSTOMER SATISFACTION AND CUSTOMER ADVOCACY BANKALTIMTARA USING THE Stimulus ORGANISM RESPONSE (SOR) MODEL." International Journal of Economics, Business and Accounting Research (IJEBAR) 6, no. 2 (June 24, 2022): 752. http://dx.doi.org/10.29040/ijebar.v6i2.5032.
Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (September 27, 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.
Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
Tefera, Orthodox, and Stephen Migiro. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia." Journal of Economics and Behavioral Studies 10, no. 6A (January 15, 2019): 16–29. http://dx.doi.org/10.22610/jebs.v10i6a.2648.
Dissertations / Theses on the topic "Customer satisfaction":
Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.
Title: Customer Satisfaction toward TrueMove Customer Service
Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?
Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.
Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.
Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.
Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.
Funa, Laura. "Customer Satisfaction Analysis." Thesis, Linköpings universitet, Statistik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-71707.
Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.
Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
Rudchenko, Veronika. "Customer satisfaction in Hospitality." Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.
La present tesi doctoral té com a objectiu principal analitzar la satisfacció del client en tres hotels de diferent categoria, des de tres a cinc estrelles, situats a la ciutat de Sant Petersburg a Rússia. L'estructura de la tesi doctoral es presenta en tres parts ben diferenciades: (1) Es realitza una profunda revisió sistemàtica de la literatura sobre la satisfacció del client centrant-se particularment en les ciències socials i l'economia, analitzant també les diferències observades per regions geogràfiques comparant els resultats de la literatura internacional amb els obtinguts en revistes russes; (2) s'analitza després les peculiaritats que presenta aquesta literatura en un context més adequat a l'objecte d'estudi d'aquesta investigació com és el turisme on es presenta una anàlisi bibliomètrica així com un estudi dels principals determinants i conseqüències de la satisfacció en el camp del turisme; i (3) es presenten dues aplicacions empíriques utilitzant els resultats obtinguts mitjançant l'aplicació d'un model híbrid multicriteri basat en la lògica borrosa i en la tècnica de comportament global obtinguda per la comparació existent amb les solucions ideals observades en el conjunt de la mostra analitzada . Així, la part empírica presenta dos treballs que analitzen el paper que juga el gènere i l'edat en la satisfacció experimentada en els hotels analitzant de manera global el conjunt dels hotels inclosos en la mostra, així com els resultats obtinguts per als hotels de tres i quatre estrelles. Els resultats obtinguts permeten concloure que l'edat i el gènere influeixen de manera decisiva en la satisfacció del client discutint importants implicacions de gestió que han de considerar-se pels agents econòmics implicats.
The main objective of this dissertation is to analyze customer satisfaction in three different hotels, from three to five stars, located in the city of Saint Petersburg in Russia. The structure of the doctoral thesis is presented in three distinct parts: (1) A thorough systematic review of the literature on client satisfaction is carried out, focusing particularly on the social sciences and economics, also analyzing the differences observed by geographic regions by comparing the results of the international literature with those obtained in Russian scientific journals; (2) we analyze the peculiarities presented by this literature in a context more appropriate to the object of study of this research as is the tourism where a bibliometric analysis is presented as well as a study of the main determinants and consequences of satisfaction in the field of tourism; and (3) two empirical applications are presented using the results obtained through the application of a multicriteria hybrid model based on the fuzzy logic and on the global behavior technique obtained by the existing comparison with the ideal solutions observed in the analyzed sample. Two empirical exercises are presented that analyze the role of gender and age in the satisfaction experienced in hotels by analyzing overall the hotels included in the sample, as well as the results obtained for hotels of three and four stars. The results obtained allow us to conclude that age and gender decisively influence client satisfaction by discussing important management implications that have to be considered by the economic agents involved.
Vuniq, Valentina, Maida Kadic, and Medeleine Bengtsson. "Customer Satisfaction Online Banking." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15499.
Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.
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.
Nicolaou, Daina. "An holistic customer satisfaction model." Thesis, University of Warwick, 2007. http://wrap.warwick.ac.uk/1155/.
Priporas, Constantinos Vasilios A. "Store image and customer satisfaction." Thesis, University of Newcastle Upon Tyne, 2002. http://hdl.handle.net/10443/172.
PARODI, VALERIO. "Customer Satisfaction: Data Driven Analysis." Doctoral thesis, Università degli studi di Genova, 2022. http://hdl.handle.net/11567/1082323.
Books on the topic "Customer satisfaction":
Grigoroudis, Evangelos, and Yannis Siskos. Customer Satisfaction Evaluation. Boston, MA: Springer US, 2010. http://dx.doi.org/10.1007/978-1-4419-1640-2.
Gerson, Richard F. Measuring customer satisfaction. London: Kogan Page, 1994.
L, Bailey Earl, and Conference Board, eds. Creating customer satisfaction. Washington, D.C: The Conference Board, 1990.
Richard, Brookes, and European Society for Opinion and Marketing Research., eds. Customer satisfaction research. Amsterdam: ESOMAR, 1995.
Research, Inc VLSI. Customer satisfaction report. San Jose, CA: VLSI Research, 2001.
Gerson, Richard F. Measuring customer satisfaction. Menlo Park, Calif: Crisp Publications, 1993.
Barsky, Jonathan D. World-class customer satisfaction. Burr Ridge, Ill: Irwin Professional Pub., 1995.
United States. General Accounting Office. National Security and International Affairs Division. NASA's customer satisfaction measurements. Washington, D.C: The Office, 1997.
United States. Patent and Trademark Office., ed. Customer Satisfaction Report, 2000. [S.l: s.n., 2001.
United States. Patent and Trademark Office., ed. 2001 Customer Satisfaction Report. [S.l: s.n., 2002.
Book chapters on the topic "Customer satisfaction":
Bosnjak, Michael. "Customer Satisfaction." In Encyclopedia of Quality of Life and Well-Being Research, 1409–12. Dordrecht: Springer Netherlands, 2014. http://dx.doi.org/10.1007/978-94-007-0753-5_653.
Florès, Laurent. "Customer Satisfaction." In Market Research Handbook, 347–63. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119208044.ch18.
Bolton, Ruth N. "Customer Satisfaction." In The Routledge Companion to Strategic Marketing, 91–106. New York, NY: Routledge, 2021. | Series: Routledge companions in business, management & accounting: Routledge, 2020. http://dx.doi.org/10.4324/9781351038669-8.
Grigoroudis, Evangelos, and Yannis Siskos. "Introduction." In Customer Satisfaction Evaluation, 1–20. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_1.
Grigoroudis, Evangelos, and Yannis Siskos. "Basic Methodological Approaches." In Customer Satisfaction Evaluation, 21–51. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_2.
Grigoroudis, Evangelos, and Yannis Siskos. "Other Methodological Approaches." In Customer Satisfaction Evaluation, 53–90. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_3.
Grigoroudis, Evangelos, and Yannis Siskos. "MUSA: Multicriteria Satisfaction Analysis." In Customer Satisfaction Evaluation, 91–121. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_4.
Grigoroudis, Evangelos, and Yannis Siskos. "Extensions of the MUSA Method." In Customer Satisfaction Evaluation, 123–48. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_5.
Grigoroudis, Evangelos, and Yannis Siskos. "Advanced Topics on the MUSA Method." In Customer Satisfaction Evaluation, 149–69. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_6.
Grigoroudis, Evangelos, and Yannis Siskos. "Customer Satisfaction Surveys and Barometers." In Customer Satisfaction Evaluation, 171–216. Boston, MA: Springer US, 2009. http://dx.doi.org/10.1007/978-1-4419-1640-2_7.
Conference papers on the topic "Customer satisfaction":
Fukuda, Shuichi. "Customer Productivity: A Measure for Product and Process Development With Customers." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-70628.
Anderst-Kotsis, Gabriele, and Jürgen Ratzenböck. "Evaluating Customer Satisfaction." In iiWAS2018: 20th International Conference on Information Integration and Web-based Applications & Services. New York, NY, USA: ACM, 2018. http://dx.doi.org/10.1145/3282373.3282384.
Zannrni, Eyad, Qusay Al-salami, and Fatma El-Zelawi. "Customer Satisfaction on Online Shopping Service Quality During Covid-19 Spreading." In 4th International Conference on Administrative & Financial Sciences. Cihan University-Erbil, 2023. http://dx.doi.org/10.24086/icafs2023/paper.893.
Wang, Yi, and Ping Zhao. "Return on satisfaction: Is customer satisfaction really profitable?" In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174913.
Cheng, You-ming, Hui-yan He, and Yun-miao Gui. "The Customer Satisfaction Matrix: A Method to Analyze, Evaluate and Improve Customer Satisfaction." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5305106.
Gras, Felix, Pascal Ravesteijn, Marlies van Steenbergen, and Roland Bijvank. "Business Customer eXperience Alignment Framework: Improving Customer Satisfaction." In 31st Bled eConference: Digital Transformation – From Connecting Things to Transforming Our Lives, June 17 – 20, 2018, Bled, Slovenia. Univerzitetna založba Univerze v Mariboru / University of Maribor Press, 2018. http://dx.doi.org/10.18690/978-961-286-170-4.25.
Han Jieping, Li Jiying, and Fan Wenyan. "Customer lifetime value model based on customer satisfaction." In 2010 2nd International Conference on Information Science and Engineering (ICISE). IEEE, 2010. http://dx.doi.org/10.1109/icise.2010.5690873.
Brakus, Aleksandra, Goran Đoković, and Jelena Zdravković. "MARKETING CONCEPT AND CUSTOMER SATISFACTION." In 4th International Scientific – Business Conference LIMEN 2018 – Leadership & Management: Integrated Politics of Research and Innovations. Association of Economists and Managers of the Balkans, Belgrade, Serbia et all, 2018. http://dx.doi.org/10.31410/limen.2018.652.
Hutagaol, David Clinton, and Rezi Erdiansyah. "The Effect of Service Quality, Price, Customer Satisfaction on Customer Loyalty of AirAsia Customers." In Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.200515.063.
Sulaiman and Said Musnadi. "Customer Relationship Management, Customer Satisfaction and Its Impact on Customer Loyalty." In International Conference on Multidisciplinary Research. SCITEPRESS - Science and Technology Publications, 2018. http://dx.doi.org/10.5220/0008892606920698.
Reports on the topic "Customer satisfaction":
Rajamani, Deepa, and Saumya RamaRao. Enhancing customer satisfaction for health services. Population Council, 2019. http://dx.doi.org/10.31899/rh9.1100.
Davis, Jamie. Measuring Air Force Contracting Customer Satisfaction. Fort Belvoir, VA: Defense Technical Information Center, December 2015. http://dx.doi.org/10.21236/ada632273.
Davis, Kathryn M. Running Head: Improving Pharmacy Customer Satisfaction. Fort Belvoir, VA: Defense Technical Information Center, June 2006. http://dx.doi.org/10.21236/ada473548.
none,. Impacts of Energy Efficiency Programs on Customer Satisfaction. Office of Scientific and Technical Information (OSTI), November 2011. http://dx.doi.org/10.2172/1219688.
Cleland, Francis. 1999 Transit Customer Satisfaction Index for Florida Transit Properties. Tampa, FL: University of South Florida, October 2000. http://dx.doi.org/10.5038/cutr-nctr-rr-2000-06.
Anderson, Dale N., and Mardell L. Sours. Customer Satisfaction Assessment at the Pacific Northwest National Laboratory. Office of Scientific and Technical Information (OSTI), March 2000. http://dx.doi.org/10.2172/965180.
Fafara, Richard. Operation Joint Endeavor/Guard. 1997 MWR Customer Satisfaction Survey. Fort Belvoir, VA: Defense Technical Information Center, April 1998. http://dx.doi.org/10.21236/ada348340.
DN Anderson and ML Sours. Customer satisfaction assessment at the Pacific Northwest National Laboratory. Office of Scientific and Technical Information (OSTI), March 2000. http://dx.doi.org/10.2172/752572.
Anderson, A. V., and D. P. Henderson. Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey. Office of Scientific and Technical Information (OSTI), April 1996. http://dx.doi.org/10.2172/224279.
Michelson, Brenda. American Customer Satisfaction Suffers Its Biggest Drop in Seven Years. Boston, MA: Patricia Seybold Group, March 2005. http://dx.doi.org/10.1571/psgp3-3-05cc.