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Tesi sul tema "Customer satisfaction"
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1
Raja, Abbas Haider, Chokaew Koobgrabe e 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.
Testo completoAbstract (sommario):
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.
2
Funa, Laura. "Customer Satisfaction Analysis". Thesis, Linköpings universitet, Statistik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-71707.
Testo completoAbstract (sommario):
The objective of this master thesis is to identify “key-drivers” embedded in customer satisfaction data. The data was collected by a large transportation sector corporation during five years and in four different countries. The questionnaire involved several different sections of questions and ranged from demographical information to satisfaction attributes with the vehicle, dealer and several problem areas. Various regression, correlation and cooperative game theory approaches were used to identify the key satisfiers and dissatisfiers. The theoretical and practical advantages of using the Shapley value, Canonical Correlation Analysis and Hierarchical Logistic Regression has been demonstrated and applied to market research.
3
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.
Testo completoAbstract (sommario):
Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
4
Rudchenko, Veronika. "Customer satisfaction in Hospitality". Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.
Testo completoAbstract (sommario):
La presente tesis doctoral tiene como objetivo principal analizar la satisfacción del cliente en tres hoteles de diferente categoría, desde tres a cinco estrellas, situados en la ciudad de San Petersburgo en Rusia. La estructura de la tesis doctoral se presenta en tres partes bien diferenciadas: (1) Se realiza una profunda revisión sistemática de la literatura sobre la satisfacción del cliente centrándose particularmente en las ciencias sociales y la economía, analizando también las diferencias observadas por regiones geográficas comparando los resultados de la literatura internacional con los obtenidos en revistas científicas rusas; (2) se analiza después las peculiaridades que presenta esta literatura en un contexto más adecuado al objeto de estudio de esta investigación cómo es el turismo donde se presenta un análisis bibliométrico así como un estudio de los principales determinantes y consecuencias de la satisfacción en el campo del turismo; y (3) se presentan dos aplicaciones empíricas utilizando los resultados obtenidos mediante la aplicación de un modelo híbrido multicriterio basado en la lógica borrosa y en la técnica de comportamiento global obtenida por la comparación existente con las soluciones ideales observadas en el conjunto de la muestra analizada. De esta forma, la parte empírica presenta dos trabajos que analizan el papel que juega el género y la edad en la satisfacción experimentada en los hoteles analizando de forma global el conjunto de los hoteles incluidos en la muestra, así como los resultados obtenidos para los hoteles de tres y cuatro estrellas. Los resultados obtenidos permiten concluir que la edad y el género influyen de manera decisiva en la satisfacción del cliente discutiéndose importantes implicaciones de gestión que tienen que considerarse por los agentes económicos implicados.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.
5
Vuniq, Valentina, Maida Kadic e 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.
Testo completo
6
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/.
Testo completoAbstract (sommario):
In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.
7
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.
Testo completo
8
Nicolaou, Daina. "An holistic customer satisfaction model". Thesis, University of Warwick, 2007. http://wrap.warwick.ac.uk/1155/.
Testo completoAbstract (sommario):
The thesis proposes an holistic customer satisfaction model that can be used as a metric for marketing performance evaluation. The hypotheses aim to develop an integrated customer satisfaction model that synthesizes customer satisfaction antecedents and consequences. The rationale behind this thesis and its relevant hypotheses is multi-faceted. Chiefly, customer satisfaction is considered as marketing's sine qua non; often cited, in the first pages of most of the best-selling marketing books, as the ultimate purpose of the marketing function and even as the short definition of marketing. As such, if there is one metric by which marketing performance should be evaluated with, it should be against its scope and how well it fulfils its goal. Customer satisfaction measurement is not an exact science by default mainly because it deals with human beings and their behaviour that is not only difficult to surface but also difficult to measure. This challenge translates into a plethora of customer satisfaction definitions, antecedents and consequences leading to reluctance to employ customer satisfaction formally for such a serious matter such as marketing performance evaluation and control. Thus, the thesis is a synthesis of prominent customer satisfaction models in an effort to integrate them into one, since the evaluation activity does take an holistic perspective whereas partial models pose the risk of losing synergies that may form in the whole. A multi-method approach is employed to arrive at the integrated customer satisfaction model to be used as a marketing performance metric, commencing with a rigorous review of available models in the literature, continuing with in depth interviews with company managers to understand the industry utilised for the research and content analysis of customer-completed questionnaires and also documents of voluntary expressed free-flow voice of customer (availa1?le online where customers rate companies). The latter consists of elaborate questionnaires completed by customers regarding the different elements of the model. Structural Equation Modelling is deployed to build and test the holistic model as it is the only technique that can simultaneously deal with antecedents and consequences. The first (literature review) and second (in-depth interviews with managers and content analysis of customers' reviews and opinions regarding their purchase experience) phases of the research revealed a massive 25-construct model for customer satisfaction with thirteen antecedents (expectations, performance, disconfirmation, service quality, value, dissonance, emotions/affect, equity, regret/rejoice, assimilation/contrast, attribution, recovery and justice) and eleven consequences (stated loyalty, switching, price tolerance, repurchase, share of wallet, trust, complimenting, complaining to the firm, complaining to a third party, positive and negative word of mouth). In order to test the model, in phase three, a survey questionnaire was designed and calibrated to collect data for analysis using LISREL. Thorough and strict CFA and SEM revealed that thirteen (eight antecedents: performance, disconfirmation, service quality, value, dissonance, emotions/affect, equity, regret/rejoice, and four consequences: trust, repurchase and positive and negative word of mouth) constructs constituted the holistic customer satisfaction model empirically verified in the present thesis.
9
Priporas, Constantinos Vasilios A. "Store image and customer satisfaction". Thesis, University of Newcastle Upon Tyne, 2002. http://hdl.handle.net/10443/172.
Testo completoAbstract (sommario):
Store image as a concept has been considered as one of the most important variables and determinants in the development of retail strategy and economic success in retailing, while customer satisfaction has been recognised as a major success factor in keeping and augmenting the clientele base. Thus, in mature and highly competitive industries such as retailing, it becomes increasingly important to understand the dynamic structure of store image by studying forces or influences contributing to store image formation so that a more effective image creation and strategy can be articulated. This research was designed to investigate the store image in food retailing based on impression and satisfaction components. The sector under empirical investigation is the food retail sector in Greece where important structural changes occurred in the 1990's due to the entrance of foreign retailers in the Greek retail market. The study focused on Thessaloniki area where the local retail groups have a dominant position in the market and that makes competition stiffer and distinguishable from other major cities in Greece. The purpose of this dissertation research was to explore and conceptualize the relationship between store image and consumer satisfaction. The first objective was to identify consumer market segments by using four stage profile cluster analysis, and the second objective is to propose and test a theoretical model of store image formation by employing structural equation modeling. Research methodology integrated qualitative and quantitative research leading to a survey based methodology. The research established dimensions of store image identifying consumer segments link to store image, satisfaction and loyalty. The findings indicated that were significant differences in consumers' behaviour based on the impression and satisfaction components of store image. The results of testing the model as well as the interpretation of the model in this study support the assertion that store image is created by impression, while satisfaction directly affected by the store image and the likelihood of recommendation of a particular store is determined by satisfaction. The results also provide evidence for the store attributes that significantly influence store image and satisfaction in food retailing. In summary, this study contributes to the theoretical advancement of store image formation in the field of food retailing. It also contributes to consumer behaviour and marketing by providing a structural model by which a simultaneous empirical treatment of the elements influencing image was investigated. The results of this study provide important implications for retail marketing managers and can aid in designing and retail strategies to improve store image and develop customer satisfaction.
10
PARODI, VALERIO. "Customer Satisfaction: Data Driven Analysis". Doctoral thesis, Università degli studi di Genova, 2022. http://hdl.handle.net/11567/1082323.
Testo completoAbstract (sommario):
The Project is based on a data analysis of a particular Company in order to increase the brand perception over clients.
To delimit the domain, we start with some highlights on customer experience and customer satisfaction.
The object of the study is the customer satisfaction measured by Net Promoter Score. The goal of the project is to understand hich segments of the company have an impact on the brand perception, in particular on the NPS.
The available data are comment forms filled by clients: some questions are multiple choice questions, while others are free text
uestions.
Starting from this awareness, our work devotes an entire chapter to theory and techniques useful for our purposes. In particular, we
want to give a solid background on free text analysis. We start from intuitive processes to reach sophisticated algorithms to achieve the goal.
The initial point is a classification from plain text: text preprocessing, feature extraction from text and linear model for sentiment analysis. Before starting with a language modelling, we introduce a simple deep learning for text classification.
Then we describe N-gram language model and neural language model.
After the sentiment analysis, the main goal of free text analysis is the topic extraction. In order to achieve this goal we need to model the meaning of the words. This means studying word and sentence embeddings.Distributional semantic, explicit and implicit matrix factorization, Word2vec, word analogies are just some of the technique detailed.
Topic modelling means navigate through text collection and find the meaning of a particular sentence or paragraph or an entire
document. The world of topic modelling is an ensable of different approaches and algorithms. We chose to analyse
PLSA and, in particular, LDA (Latend Dirichlet Allocation).
Another important part related to the knowledge necessary to tackle the problem is related to predictive models and feature engineering. An entire chapter is devoted to the feature importance and regression trees.
The last part of the document shows the project in detail, starting from real data. We divide the project in two parts.
The first analysis is based on multiple choice questions. The objective we have is to understand which question has more impact on the question related to NPS.
After that, we want to estimate the variation on the NPS supposing to be able to change the result of a particular question (a particular outlet) through a business action. For this purpose we create a NPS-simulator: starting from a shift of some
customer opinions, on a particular outlet, due to a business action, we want to estimate the NPS variation.
The second analysis is based on free text questions. Using methods, already seen, we want to extract sentiment from customers opinion and topics not considered in the multiple choice questions.
What we want to achieve is a consolidation of knowledge, through data-driven techniques, of what the company is already studying (multiple choice questions), but above all we want to understand what are the strengths to focus on or the weaknesses to work on that until now are not known (free text questions).
11
Aubert, Benoit. "Customer education : definition, measures and effects on customer satisfaction". Thesis, University of Newcastle Upon Tyne, 2007. http://hdl.handle.net/10443/248.
Testo completoAbstract (sommario):
Despite companies' growing interest for customer education (for instance: Nikon, Orange, Sony) and the recent awareness in marketing literature of this concept (Hennig-thurau et al., 2005), research on customer education remains relatively scarce. Thus, the present research study aims to contribute to the development of knowledge on customer education. More specifically, it endeavours to clarify the concept of customer education and to understand and measure its outcomes on customer satisfaction, a key indicator of corporate performance. To achieve this goal, a literature review was conducted in order to provide an original conceptualization of customer education and its outcomes. Then, a reliable and valid scale to measure customer education was developed. Finally, an experimental procedure based on hypothetic-deductive methodology was performed. A structural model was built that depicts the effects of customer education on customer satisfaction and tested a set of hypotheses covering the mediating and moderating effects. The experimental fieldwork was conducted in partnership with the digital camera manufacturer Nikon France, on a sample of 321 customers. Structural Equation Modelling was used to test the hypotheses. The results of this research were twofold. First, a 5-item original scale to measure customer education was developed. The psychometric qualities of this scale were shown, using Churchill's procedure (1979). Second, a model which details the relationships between customer education and customer satisfaction was proposed and validated. The existence of two mediating variables was unveiled: product usage and product-usage related knowledge and skills. The moderating role of customer expertise with a product category was also substantiated. Keywords: customer education, customer satisfaction, product usage, product usage related knowledge and skills.
12
Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association". Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3255.
Testo completoAbstract (sommario):
The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding of this essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry characteristics.
Our findings indicate that the true nature of the association between satisfaction and loyalty is significantly influenced by competitive setting differences. Accounting for such differences allows firms and managers to significantly increase their ability to effectively convert satisfaction investments into loyalty. Also, we identify important trade-offs between the intercept and slope of the association between the two metrics, indicating that firms' incentives to invest or not in satisfaction differ dramatically across industries. Depending on the shape of their satisfaction-loyalty curve, firms can obtain a certain level of loyalty by indirectly choosing how much to invest in satisfaction. Therefore, customer satisfaction must be treated as an endogenous variable. In our subsequent analysis, we control for both satisfaction endogeneity and competitive settings heterogeneity using a Two-Stage Least Squares 3-level hierarchical linear model, correcting the standard error estimates via a jackknife procedure. This research provides precise, important theoretical and managerial insights, and broadens our understanding of the essential features of the satisfaction-loyalty relationship.
13
Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers". Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.
Testo completoAbstract (sommario):
The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.
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Chen, I.-Ting. "Customer service attributes and customer satisfaction in Taiwanese rural hotels". Thesis, Sheffield Hallam University, 2013. http://shura.shu.ac.uk/23506/.
Testo completoAbstract (sommario):
Tourism and Hospitality is a service-intensive industry that is dependent on the quality of customers' service experiences and their consequent assessments of satisfaction or dissatisfaction and behavioural intentions. The management of services and measurement of customer satisfaction is thus of crucial importance to the tourism industry and is becoming increasingly important as a result of the growing tourism and hospitality industry in Taiwan. This especially applies to the phenomenon of Taiwanese small rural hotels, which have been growing substantially from 65 hotels in 2003 to 3,407 hotels in 2012 and which present an area so far untapped by researchers. This study approaches customer satisfaction in Taiwanese rural hotels from a pragmatist perspective and using multi strategy research. First, the qualitative part of the study employs 13 semi structured interviews with hotel owners, experts, and customers in order to define the Taiwanese rural hotel product and to identify 21 customer service attributes. These attributes are then tested in a quantitative study by using self-administered two-part (before and after the service experience) questionnaires in 38 rural hotels in the three counties of Taiwan with the highest population of rural hotels. Results from 1,161 returned questionnaires (77.4 percent response rate) are then analysed using four popular conceptualisations of customer satisfaction: Expectancy Disconfirmation Paradigm (EDP), Perceived Performance Only (PPO), Importance Performance Analysis (IPA), and Revised Importance Performance Analysis (RIPA). In addition questionnaire data are quantitatively analysed using a variety of multivariate analysis techniques and results are computed against customers' overall satisfaction and return intentions. Overall customers currently appear to be neither satisfied nor unsatisfied with the rural hotel experience. This study provides empirical evidence that the methodological approach chosen for this study is adequate for conceptualising the Taiwanese rural hotel product and identifying its inherent customer service attributes. The proposed 21 service attributes present a framework that subsequent researchers in hospitality and tourism studies in the Taiwanese rural hotel context may want to consider when structuring their enquiries. Furthermore this study finds that all of the four tested approaches EDP, PPO, IPA, and RIPA are applicable for measuring customer satisfaction in a Taiwanese rural hotel context. However, they turn out differing results and findings indicate a superiority of process oriented approaches over the outcome oriented approach. This study emphasises the need for more research in this subject area and rethinking current approaches to measuring customer satisfaction.
15
Lam, Hoang Chau, e Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.
Testo completoAbstract (sommario):
Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result & Conclusions: This study found that live chat and e-service quality in E-CRM directly affect how satisfied a customer feel with a company in e-commerce, thus affecting trust as well. However, the findings also showed that not all customers could perceive all the effects of E-CRM on their satisfaction and trust. Suggestions for future research: Other features such as electronic word-of-mouth, internet branding or internet prices are suggested for the future research to have an in-depth understanding of E-CRM effects. Future studies may combine data from both company and customers to increase the validity and reliability. Furthermore, the population of samples could be collected in others cities or countries than in Gävle, Sweden to generalize the result more. The contribution of the thesis: This study contributes knowledge about E-CRM effects in Swedish e-commerce. Some differences related to existing theories were found in this research such as the effects of gender on trust or effects of prices on relationship building. Understanding the customer perspectives on E-CRM effects enables companies to have a proper E-CRM implementation and training for their organization and employees.
16
Caccamo, Debora <1995>. "Customer Satisfaction e Customer Service: analisi del caso aziendale Ikea". Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15775.
Testo completoAbstract (sommario):
La tesi ha l’obiettivo di evidenziare l’importanza del cliente, ormai parte determinante per il successo aziendale. Un orientamento “clintocentrico”,infatti, provoca un concreto differenziale competitivo, divenendo un fattore critico di successo per la crescita aziendale. Affinché si possa conseguire l’obiettivo di orientamento alla clientela in maniera efficace è indispensabile il supporto di una misurazione oggettiva e costante. Si è analizzato in particolare il modello di Kano, il quale permette all’impresa di identificare l’efficacia dei singoli requisiti del prodotto in relazione alla soddisfazione del cliente realizzando presupposti ottimali per lo sviluppo della produzione. La tesi infatti si pone come obiettivo quello di analizzare quanto detto in precedenza in un contesto dinamico ed in forte espansione come quello della ormai nota azienda scandinava Ikea, presso la quale ho svolto il tirocinio, con particolare riferimento al Servizio Clienti dello store di Padova. Nonostante il lungo elenco di servizi assistenza clienti descritto, è stato dimostrato, grazie all’Ikea Customer Satisfaction Survey e all'analisi dei tempi di attesa, come il CRM di Ikea è un aspetto che l’azienda deve sicuramente potenziare.
Al fine di concludere tale analisi, si è passati all'elaborazione del questionario di Customer Satisfaction secondo il modello di Kano, somministrato ad un campione di 100 clienti. L’analisi, grazie alla realizzazione di un focus group, ha evidenziato gli attributi ritenuti rilevanti dalla clientela, sottolineando come l’efficacia operativa nella risoluzione dei problemi e la velocità di erogazione del servizio siano attributi indispensabili ai fini di un valido ed efficiente Customer Service. In conclusione, sono state esposte le possibili soluzioni per far fronte ad un servizio che, date le elevate dimensioni degli store Ikea, mal si presta ad essere personalizzato.
17
Lu, Phuc Hong, e Ian Lukoma. "Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM". Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.
Testo completoAbstract (sommario):
In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets as the top aspects that drive satisfaction while additional services were ranked lowest. Due to these results, the impact of these attributes on Customer satisfaction must not be underestimated.
18
Lövstrand, Christoffer, e Daniel Nilsson. "Kitchen Worktop Expectations". Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-29298.
Testo completoAbstract (sommario):
IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.
19
Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels". Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.
Testo completo
20
Blanchette, Nicholas J. "Customer satisfaction at Wisconsin's One-Stop Job Centers development and implementation of a customer satisfaction instrument /". Online version, 2001. http://www.uwstout.edu/lib/thesis/2001/2001blanchetten.pdf.
Testo completo
21
Polycarpou, Evripides. "Service quality management and customer satisfaction in higher education : quality of services, customer satisfaction and customer behavioural intention in higher education". Thesis, Middlesex University, 2007. http://eprints.mdx.ac.uk/13601/.
Testo completoAbstract (sommario):
For the purpose of this project, a modified SERVQUAL instrument has been used to investigate undergraduate student perception of service quality at Cyprus College by determining if gaps existed in student expectation versus the perception of the actual experiences. The researcher acquired answers for five research questions designed to determine the relationship between service quality, student satisfaction, student behavioural intention, and certain demographic variables (gender, nationality, and number of years at the college). The population consisted of 1,398 students, which represented the fall 2006 semester enrolment. A cluster sampling methodology was used for the selection of 434 respondents. The researcher has tested the reliability and internal consistency of the survey instrument and it was found to be reliable and have adequate internal consistency. The Cronbach's total alpha was .919. Each research question was analysed individually usmg descriptive data for expectation, perceptions, and gap scores. The results of the survey indicated that there was a wide gap between student's perceived performance and expectations in twenty out of the twenty-two measured items. The most problematic dimension appears to be the Empathy and the least problematic the Tangible dimension. The researcher found that gender, nationality and number of years at Cyprus College are of a little value in predicting student's evaluation of service quality. There were, however, statistical and practical significance found in the ANOV As for each dependent variable. In addition, the researcher has found that respondents, who stated that overall the quality of service is good or very good, appeared to be satisfied or very satisfied with Cyprus College. The same group of respondents appeared also to be more willing than the rest of the respondents to say positive things about the college and less willing to complain if they experience a problem. The findings were discussed among the academic and administration leaders of the college and a set of actions were decided and some have been implemented including service related procedural changes, employee motivation and training, and the establishment of a system of continuous assessment. The results that emerged from the study and the discussions can be useful for other institutions which are concerned about their own quality practices.
22
Bacinskas, Justas, e Viktor Kempers. "Effects of new technologies on customer satisfaction : A study on how new customer-facing technologies in airports affect the customer satisfaction". Thesis, Jönköping University, Internationella Handelshögskolan, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48449.
Testo completoAbstract (sommario):
Background: New technologies have turned out to be an inseparable part of the air travel industry over the last couple of decades, and it brought us many benefits. Nonetheless, these new airport technologies also brought new problems that foster air travellers’ irritation. A negative experience has a relatively worse influence on an airport than a positive; therefore, this is an interesting topic to investigate. There is so far only limited research done about the connection between new customer-facing technologies and customer satisfaction. Due to this lack of analysis, this study has the goal to examine the understanding of the effects of new airport technologies on individual’s satisfaction. Purpose: The purpose of this study is to discover how new customer-facing technologies on airports affect the customers’ satisfaction Method: The research goal is accomplished by implementing qualitative research and collecting the data through ten semi-structured in-depth interviews with various individuals that had a recent air-travel experience which was no earlier than three months. The data analysis is done by performing an inductive research approach. Conclusion: The results show that customer satisfaction process begins at the need recognition and how it is perceived depends on the experience of each person. The way the need is perceived decides the priority of the factors that describe the new customer-facing technologies’ (CFT) service, as a result of that setting the expectations towards the process of interacting with the new CFTs. The customer then interacts with the service while assessing the performance compared to the expectations, and subsequently, a positive or negative disconfirmation is made upon deciding if service is better or worse than expected. A positive disconfirmation results in a satisfied customer and a negative disconfirmation results in a dissatisfied customer.
23
Ivarsson, Linus, Alexander Nilsson e Torbjörn Rimfält. "Customer Satisfaction - An Investigation of Trivselhus". Thesis, Jönköping University, JIBS, Business Administration, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12469.
Testo completoAbstract (sommario):
Purpose: This thesis investigates and analyzes the customer satisfaction over a 10-year time period among Trivselhus customers. Background: More companies in the building sector are starting to realize the importance of using cus-tomer satisfaction as a tool to enhance their competitive advantage. Customer satisfaction brings several positive aspects to a company, which can contribute to a successful business. It is crucial to fulfill customers‟ wants and needs in order to obtain customer satisfaction. Building a house is one of the largest investment people make in life, with important deci-sions that can affect their current way of living. Customer satisfaction is, therefore, crucial for a company like Trivselhus, where it is essential to keep their customers satisfied by of-fering the right products that fulfill their expectations. Another increasingly important aspect in people‟s lives today is the environment. This has now come to affect the house building industries as they have to fulfill customer expecta-tions regarding energy efficiency and environmental friendliness. Method: To answer the purpose, primary data have been collected by conducting a telephone sur-vey. The survey was made randomly among Trivselhus customers. From the different theo-ries, important categories that affect customer satisfaction were found. Aspects from all these categories were included in the questionnaire to explain customer satisfaction. The analysis is based on statistical data generated from the survey. Central tendency values and regression analysis makes it possible to explain which variables affect customer satisfaction among Trivselhus customers. Conclusion: The outcome of the research signifies, that customer satisfaction among Trivselhus cus-tomers has not changed during all the years covered in this research. There are several va-riables affecting customer satisfaction. These variables are included in different categories; Complaints, Expectations, Service Quality, Energy, Product Quality, and Image. Further-more, there is not enough evidence to prove that energy efficiency and environmental friendliness affect customer satisfaction geographically.
Syfte:
Syftet med uppsatsen är att undersöka och analysera kundnöjdheten bland Trivselhus kun-der över en 10 års period.
Bakgrund:
Fler företag inom byggsektorn har börjat inse vikten utav att använda kundnöjdhet som ett redskap för att skaffa sig konkurrensfördelar. Kundnöjdhet medför flera positiva aspekter till ett företag, som kan bidra till en framgångsrik affärsverksamhet och det är viktigt att uppfylla kundernas förväntningar och behov för att få kunde nöjd.
Att bygga ett hus är en utav de största investeringar som görs i livet, med viktiga beslut som kan påverka ens levnadssituation. Kundnöjdhet är därför avgörande för ett företag såsom Trivselhus, där det är viktigt att hålla sina kunder nöjda genom att erbjuda rätt produkter som uppfyller deras förväntningar och krav.
En annan viktig aspekt idag är miljön. Det har visat sig att miljön har kommit att påverka byggsektorn eftersom de nu måste uppfylla kunders förväntningar även angående miljö och energi aspekter.
Metod:
För att besvara syftet har primärdata samlats in genom en telefonundersökning. Undersök-ningen gjordes slumpmässigt bland Trivselhus kunder. Från teorier hämtades viktiga kate-gorier som påverkar kundnöjdhet. Aspekter från alla dessa kategorier ingick i frågeställ-ningen för att kunna förklara kundnöjdhet. Analysen bygger på statistiska uppgifter. Me-delvärden samt regressions analys gör det möjligt att förklara vilka variabler som påverkar kundnöjdheten bland Trivselhus kunder.
Slutsats:
Resultatet utav studien visar att kundnöjdheten bland Trivselhus kunder inte förändrats under åren som behandlats, men det finns flera variabler som påverkar kundnöjdhet. Dessa variabler är inkluderade i olika kategorier; Klagomål, Förväntningar, Servicekvalitet, Energi, Produktkvalitet och Image. Vidare så finns det inte tillräckligt med bevis för att miljö och energi påverkar kundnöjdheten geografiskt.
24
Jacobs, H. S. "Increased customer satisfaction during experiential learning". Interim : Interdisciplinary Journal, Vol 6, Issue 2: Central University of Technology Free State Bloemfontein, 2007. http://hdl.handle.net/11462/404.
Testo completoAbstract (sommario):
Published ArticleA pilot programme was run (2004-2005) with Tourism Management students at the Central University of Technology, Free State to enhance the satisfaction levels of both the student and relevant employers during Experiential Learning. The goals were to try and better prepare students for their Experiential Learning experience by means of a formal orientation programme in addition to the normal briefing session held and to enable both students and employers to achieve higher satisfaction levels in terms of pre-determined aspects as a result of the programme. The pilot programme was based on and informed by theories of learning in cooperative education, best practice requirements as well as a study of possible benefits to all parties concerned.
25
Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries". Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.
Testo completoAbstract (sommario):
This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).
26
Alvarado, Terreros Victor Miguel Ángel, Morales Yovana Edith Barron, Cardozo Maricielo Geraldine Osorio, Dávila Luis Arturo Vega e García Gabriela Margarita Grijalva. "Customer satisfaction Brand trust Web platforms". Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655652.
Testo completoAbstract (sommario):
En la actualidad, las personas disponen de menos tiempo para preparar sus alimentos; así mismo, existe un incremento considerable en el consumo de productos orgánicos.
A raíz de ello, nace el emprendimiento COF – Café (Café Orgánico Filtrante), mediante nuestro plan de negocio, se propone la idea de producción y comercialización de bolsas de café orgánico donde nuestro mercado objetivo son las personas, cuyas edades están comprendidas entre 20 y 55 años, las cuales pertenezcan a los niveles socioeconómico A y B, que radiquen en distritos de Surco, Miraflores, San Isidro y San Borja y que sean consumidores de café.
Esta idea de negocio, establece la producción y comercialización de café orgánico en bolsitas filtrantes; cuya propuesta de valor, radica en ofrecer un producto saludable de alta calidad, rapidez y practicidad al momento de tomar una taza de café pasado. De esta manera, estimular el consumo de alimentos orgánicos y contribuir a un estilo de vida saludable
En el presente trabajo, se establecerán las pautas o lineamientos necesarios para la ejecución del proyecto, el cual abarca en un inicio desde la validación de mercado, determinación de los factores internos y externos que influyen en el sector, estrategias y planes de marketing a seguir y/o implementar, hasta un adecuado plan de operaciones.
Por otro lado, se establecerá un adecuado plan financiero, en el que se determinará los recursos necesarios para la implementación del proyecto; así mismo, se dará a conocer los diversos indicadores que determinan la viabilidad del negocio.Nowadays, people provide less time to make their own food; also, there is a considerable increase in the consumption of organic food. As a result, the COF – Café (Filtering Organic Coffee) venture was born, through our business plan, the idea of production and commercialization of organic coffee bags where our target market is people, whose age are between 20 and 55 years old, who belong to socioeconomic level A and B and lives in Surco, Miraflores ,San Isidro and San Borja, and who are coffee consumers. This business idea establishes the production and commercialization of organic coffee in filters bags; whose value proposition lies in offering a healthy product of high quality, quick and practicality when having a cup of old coffee. In this way, stimulate the consumption of organic food and contribute a healthy lifestyle. In this work, the necessary guidelines for the execution of the project will be established, which initially covers from market validation, determination of the internal and external factors that influence the sector, strategies and marketing plans to follow and / or implement, up to an adequate plan of operations. In other way, an adequate financial plan will be established, in which the necessary resources for the implementation of the project will be determinate; likewise, the various indicators that determinate the viability of the business will be announced.
Trabajo de investigación
27
HEUMANN, BAUER WERIN AXEL, e SVERKER SJÖBERG. "Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail". Thesis, KTH, Industriell marknadsföring, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154.
Testo completoAbstract (sommario):
Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to deliver expected results. This thesis stresses that preparation and the usage of the results from measurements could be at least as important as measuring. Further it argues that the most severe CSMP issues are not related to measurement, but to what comes before and after measuring. Issues related to measurement tend to be symptoms of more severe issues. The proposed CSMP model involves three phases: Preparation, measurement and action. Each phase has their inherent issues. This thesis identifies (1) lack of commitment, (2) ineffective action, and (3) vague starting point as common CSMP issues. Lack of commitment may cause failure at any phase of the CSMP and, if the results from measurement are not utilized, the entire effort has been wasted. To plan for and follow through with action is essential. Enabling effective action and creating commitment are both far-reaching challenges with many implications. These implications are similar to those of change management. CSM and change management can be seen as neighboring fields and many issues of CSMPs could be solved from a change management perspective. Vague starting point infers poor strategic alignment between selected method, intended purpose and present conditions. A good enough strategic alignment is crucial to a CSMP. There are many reasons why achieving this alignment is challenging. Those new to CSM are faced with many unknown unknowns, and even for those who know the questions, finding the answers may be difficult.Kundnöjdhetsmätningar är vanliga. Vissa företag som börjar med kundnöjdhetsmätningar kan uppleva att programmen misslyckas att leverera förväntat resultat. Detta arbete visar att förberedelse och tillämpning av mätningsresultatet är minst lika viktigt som själva mätningen. Ytterligare hävdar den att de allvarligaste problemen med undnöjdhetsmätningsprogram inte är kopplade till själva mätningen utan till det som sker före och efter mätning. Problem relaterade till mätningen är oftast symptom av andra allvarligare problem. Den föreslagna kundnöjdhetsmätningsmodellen involverar tre distinkta steg: Förberedelse, mätning och handling. Detta arbete identifierar (1) brist på engagemang, (2) ineffektiv uppföljning och (3) vag utgångspunkt som kärnproblem. Brist på engagemang kan stjälpa ett program i alla dess faser och, ifall resultaten från mätningen inte används så är hela ansträngningen förgäves. Att planera och utföra uppföljningsarbete är viktigt. Möjliggöra uppföljning och att bygga engagemang är långtgående utmaningar med många implikationer. Dessa implikationer liknar de som uppstår vid change management. Kundnöjdhetsmätning och change management är närliggande områden. Därmed kan flera problem med kundnöjdhetsmätningsprogram angripas från ett change management perspektiv. En vag utgångspunkt innebär bristande strategisk koppling mellan den valda metoden, ämnade syftet och närvarande förhållanden. Det finns flera anledningar koppling svår att uppnå. De som är nya med kundnöjdhetsmätning möts av många unknown unknowns, men även för de som känner till frågorna kan svaren vara svåra att hitta.
28
Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue". ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.
Testo completoAbstract (sommario):
Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts from the company's corporate database. Some branches were eliminated, leaving a total sample size of 178. The results of a multiple linear regression analysis showed that the proposed model could significantly predict branch revenue F (2,175) = 37.321, p < .001, R2 = .298. Both CRM use and customer satisfaction were statistically significant, with CRM use (beta = .488, p < .001) showing a higher contribution than customer satisfaction (beta = -.152, p = .021). This study provides evidence to business executives that CRM use has a strong positive influence on revenue. Additionally, this study supports the findings of other studies that show a point of diminishing returns in improved customer satisfaction. This study contributes to positive social change by allowing firms to make better decisions with their investment dollars and by increasing CRM utilization through cause-related marketing.
29
Khan, Rizwan, e Ganesh Narawane. "Examining factors affecting customer satisfaction : A case-study of a Swedish firm". Thesis, Högskolan i Skövde, Institutionen för teknik och samhälle, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.
Testo completoAbstract (sommario):
Customer satisfaction, are not just two words simply to be used in any businesscontext. Actually, these are the words that encapsulate the theme of what sort ofbusiness practices are being done by the companies in terms of making theircustomers satisfied or delight. Customer satisfaction plays a pivotal role intoday’s business scenario and there are some basic factors which may impact oncustomer satisfaction either positively or negatively. For instance; responsiveness,efficiency & performance, service quality, price and technology etc may havestrong influence on company’s products (goods or services). Few researchersdiscussed only some factors regarding services which impact on customersatisfaction and none of them discussed particularly some basic, common andmajor factors regarding services/e-services for companies which are small, newand growing enterprises. Therefore, authors made an attempt to highlight somebasic factors and examined how they effect on customer satisfaction. Our findingsshowed that the factors such as responsiveness, professionalism, complaintmanagement system, customer care, technology, efficiency & performance, price,service quality and experience are examined with negative impact on customersatisfaction as almost half of company’s customers were observed dissatisfied.One factor that is found with positive impact on customer satisfaction iscompany’s attitude towards its customers. It is quite notice worthy for a companyto take serious considerations to remove the negative impact of above mentionedfactors in terms of making customers satisfied. Therefore, in the last chapter ofthis study we put some recommendations which might help for a company in thisregard. Furthermore, future suggested research areas are also discussed forcreating further research grounds.
30
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.
Testo completo
31
Westman, Wall Carolin, e Tomas Henriksson. "How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships". Thesis, Uppsala University, Department of Business Studies, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-106706.
Testo completoAbstract (sommario):
This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness settings. In order to accomplish this, one company in the copying machine and IT sector has been used as a base and its customers have been the focus of the study. The results show that if the expectations the customers have of the product are met, the customers are likely to be satisfied. Furthermore, parts that have a high influence on customer satisfaction are technical support, the products’ quality, the product’s user-friendliness and availability of the staff. The part that contributed the most to customer satisfaction was how the staff treatedthe customers. The parts which contributed the least were selection of products, handling of invoices and delivery times.
32
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.
Testo completo
33
Arshad, Ammar, e Khurram Shahzad. "The Relationship between Job Quality and Customer Satisfaction in Customer Contact Centers of Pakistan". Thesis, Umeå universitet, Företagsekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-68711.
Testo completoAbstract (sommario):
Most of the researchers have discussed the phenomenon of job quality from different perspectives in Customer Contact Center. The current study has highlighted this issue by investigating the relationships of job quality within the organization and the external world. The literature of the study thoroughly discussed the issue in a symmetric way. Further, the hypothesis has been developed on the basis of previous literature and theory. By considering the both employees and customer’s perspective, a dyadic approach has been selected. The primary data were collected with the help of two questionnaires. Three sample companies have been selected from Telecom Industry of Pakistan. Subsequently, the empirical data is presented and tested by using statistical software (SPSS). Finally, the hypotheses have been verified by using statistical tools. In concluding, a positive indirect relationship has been found among the variables of job quality and customer satisfaction. The contribution to study along with further research has been conferred.
34
Miazee, Md Hossen, e Md Mostafizur Rahman. "E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh". Thesis, Mittuniversitetet, Institutionen för samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-13615.
Testo completoAbstract (sommario):
In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision. In this study, service quality is to be explored as the most important influential service quality factors of online purchasing that affects consumer satisfaction and makes their purchasing decision. The study begins with the earlier literature review to identify the influential service quality factors that affect customer satisfaction and to focus on other study area. Five e-service quality dimension were investigated the online shopping or purchasing in order to explore the influential factors of service quality and customer satisfaction. Quantitative research approach was applied to get better understanding of the present issue. Moreover, a small quantitative online survey was conducted on the random sample respondents. Data presentation and analysis were done by using the SPSS windows software. Finally, the discussion and conclusion were illustrated by finding of research question’s answers. Hence, the e-service quality factors i.e., efficiency, fulfilment, reliability, privacy and responsiveness was found to be the core service quality factors in online purchasing.
35
Dan, Tong Le, e Tong Le Dan. "Assess Customer Satisfaction With E-customs Procedures". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/37720454130066388845.
Testo completo
36
Sun, Jhong-Cheng, e 孫忠誠. "Advertising、Customer Satisfaction and Shareholder Value:The Mediator Effect of Customer Satisfaction". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/82z7d2.
Testo completoAbstract (sommario):
碩士國立中山大學
財務管理學系研究所
96
Advertising has been playing an important role in Marketing for a long time. An effective advertising can help the business to promote their brand and convey the product information to the target consumer successfully. In addition, there are some advantages of advertising haven’t been discovered yet. The purpose of this study is to combine “Marketing” with “Finance” to explore the influence of marketing strategies on finance by discussing the relationship between advertising, customer satisfaction and shareholder value. The empirical study finds two important elements influencing on the shareholder value. First, advertising can create the intangible assets such as goodwill and reputation and transform those intangible assets into the cash flow to the business, and then increase the shareholder value. Second, according to the past study asserting that there are positive relationship between the customer satisfaction and shareholder value, this study also gets the positive and significant result. This study applied the LISREL model to verify the relationship between advertising, customer satisfaction and shareholder value through the process of direct and indirect effect on shareholder value. We find that the indirect effect of advertising is significant because the advertising increases shareholder value indirectly by increasing the customer satisfaction. The findings of this study can help the business manager to realize the interactions between “Marketing” and “Finance” and to make strategic decision to maximum the shareholder value by noticing that the role of marketing is as important as the financial performance.
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Chuang, Ching-Ju, e 莊靜儒. "Customer Satisfaction and Customer Loyalty: Meta-Analysis". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/5e9q5f.
Testo completoAbstract (sommario):
碩士國立臺北大學
企業管理學系
103
The purpose of this research is to investigate the relationship between customer satisfaction and customer loyalty. A meta-analysis of customer satisfaction-customer loyalty constructs was conducted to identify the strength of the relationship and the influence of moderating factors affecting those relationships. By collecting articles from three databases (EBSCOhost: Business Source Complete, ProQuest: ABI/INFORM Complete and ScienceDirect Online, search the quantitative articles collected in the top 40 marketing journals, ranked by Hult, Neese, & Bashaw (1997), with keywords of: customer satisfaction to customer loyalty, repurchase, referral/ recommend and word-of mouth (WOM). After meta and regression analysis, here are our conclusion, first of all, customer satisfaction and customer loyalty indicate strong positive relationships (0.52160), second, sample size and whether if it is student sample would effect the relationship between customer satisfaction and customer loyalty.
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LIU, PANG YU, e 劉邦宇. "CUSTOMER SATISFACTION MEASUREMENT RESEARCH". Thesis, 1995. http://ndltd.ncl.edu.tw/handle/63426919704614674403.
Testo completo
39
Shieh, Shiang-Meng, e 謝祥孟. "The Customer Satisfaction Model". Thesis, 1997. http://ndltd.ncl.edu.tw/handle/18697924259525537168.
Testo completoAbstract (sommario):
碩士國立臺灣大學
商學研究所
85
THESIS ABSTRACT The opening of private banks and the coming of foreign banks have made the competition in banking more serious . Aside from developing new financial products to create new competitive adventages , banks also can''t ignore the importance of customer satisfaction to maintain original marketing shares . The purpose of this thesis is to establish a customer satisfaction model and witness what has happened in local commercial banks , including public and private ones . The author used Linear Structural Relationships (LISREL) to analyze the relationships between each constructs as well as ANOVA Test to compare the customer satisfaction of public and private commercial banks . The key findings are as follows: 1.The model was referred to the Customer Satisfaction Barometer by Fornell (1989) , stating about the impact of expectation and perceived performance on customer satisfaction and the relationships among satisfaction , complaint behavior and loyalty . 2.The result of Customer Satisfaction Model of Public Commercial Banks shows that (1) expectation has much more influence on satisfaction than perceived performance , (2) satisfaction only has slight inluence on complaint behavior , and (3) complaint behavior has obvious positive impact on loyalty . Besides , (4) satisfaction doesn''t have observable direct effect on loyalty . 3.According to the Customer Satisfaction Model of Private Commercial Banks , we find that (1) perceived performance has much more influence on satisfaction than expectation , (2) satisfaction doesn''t have observable inluence on complaint behavior , and (3) complaint behavior has only slight effect on loyalty ,but (4) satisfaction has obvious positive effect on loyalty . 4.As to the comparison of customer satisfaction between the public and private commercial banks , private commercial banks have higher scores than public ones on every constructs .
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Govender, Therashree. "Service quality enhances customer satisfaction". Thesis, 2003. http://hdl.handle.net/10413/4199.
Testo completoAbstract (sommario):
The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their customers' needs. This research dissertation is aimed at identifying the strategies that contribute to delivering quality service that leads to customer satisfaction and eventually client retention. It evaluates the benefits of the human, work process and technological dimensions and determines what actions are required by The Company to improve the levels of customer service. Based on the analysis, the gap between the current service expectation of The Company and service delivery by The Company urgently needs to be reviewed in light of customer satisfaction and customer retention. The guiding principle at most companies today is to develop systems to economically produce goods or services that satisfy customer requirements. To carry this out effectively requires a companywide quality improvement program.Thesis (MBA)-University of Natal, Durban, 2003.
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Huang, Li-Ting, e 黃莉婷. "Information content of customer satisfaction". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/v343uq.
Testo completoAbstract (sommario):
碩士國立中山大學
財務管理學系研究所
95
What do the enterprises concern most now is how the customers value their company. Customer satisfaction is the most important thing for enterprises to focus. Besides, financial statement can not fully reflect the value of the company, we need other information to help us to know value them, and customer satisfaction is such a thing we need. In the past research, they show the relationship between customer satisfaction and equity value. In this article, there is further discussion about this relation- is there any interactive effect between the customer satisfaction and abnormal earning to affect equity value? Would this effect bring incremental information content to help us value the company? The next part of this article is to discompose current customer satisfaction into the former customer satisfaction and the change of customer satisfaction, to see if they both have information content, and if influence abnormal earning and equity value. The main contribute of this article is to have more detail discussion in the information of customer satisfaction. Thus it makes us know more about the customer satisfaction, and give us the other way to think about valuation of the company.
42
Chen, Po-Tsang, e 陳柏蒼. "Customer Satisfaction Management and Application". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/74213903560359337976.
Testo completoAbstract (sommario):
碩士國立臺灣大學
國際企業學研究所
95
In the first part of this dissertation, the perspectives of the future, I present the orientation of future business world that will be a customer satisfaction era. I argue that an enterprise would benefit from the global competitiveness “customer satisfaction”. In the second part of this dissertation, customer satisfaction development, I present theoretical models for the relationships between employee satisfaction, external customer satisfaction, revenue enhancement and profitability. I also offer practical developing and managing suggestions for an enterprise in achieving internal employee satisfaction as well as external customer satisfaction. This dissertation addressed the components of both internal customer satisfaction and external customer satisfaction. The categories of external customer satisfaction include: strategic intelligence system, total quality management, service determinant’s management, and corporate image. The categories of internal customer satisfaction include: customer satisfaction oriented corporate mission and far-sighted vision, obsessive leadership, customer satisfaction corporate culture, and customer satisfaction human resource management and development scheme. The highly satisfied employees are the keystones of external customer satisfaction. The customer dissatisfaction is an enterprise’s crisis as well as opportunity. In the third part of this dissertation, I discuss the variables to customer dissatisfaction and provide practical suggestions for mitigating the potential dissatisfaction. An enterprise’s effective and sincere reactions might transform customer dissatisfaction into customer satisfaction. Therefore, the measuring customer satisfaction performance activities and strategic intelligence system might play an important role for an enterprise’s continuous improvement. Customer satisfaction management and development plays a significant role for the improvement of auto industry. The final part of this paper presents customer satisfaction management, development and application in the auto industry as the best practice model. Besides the efforts of private sector business, the public administration/government may also benefit from total satisfaction management and development actively for improving national competitiveness in the face of global competition. I present it in the extention part.
43
Chen, Po-Tsang. "Customer Satisfaction Management and Application". 2007. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0001-1708200714002900.
Testo completo
44
Wang, Hsiu-Ju, e 王秀如. "Domestic brokerage relationship quality, customer satisfaction, customer loyalty study". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/39556597394318959452.
Testo completoAbstract (sommario):
碩士國立臺灣大學
財務金融學研究所
99
The securities market is built on top of people and capital. Therefore, the interaction bewteen investors and a securities dealer is the key point to success. People often say that the securities brokerage industry is at the mercy of the weather, meaning that it all depends on unpreditable market condition. As a result, even when the next bull market emerges, a securities agent may still miss the opportunity if the service has not been maintained to a very high standard. Securities business customers are the most important strategic resources. Profitability and even the very survival of securities dealers depends heavily on factors such as customer satisfaction, customer loyalty, as well as the management and maintenance of long-term relations. In this study, we will analyze data collected from the top ten securities business customers in Taiwan, and propose possible strategies to enhance customer satisfaction and loyalty, given the current context of the expansion of cross-strait economic relations and the deteriorating price competition in the industry. The purpose of this study is to explore the correlation between relationship quality, customer satisfaction and customer loyalty, specifically, we will analyze: 1. Major dimensions of relationship quality, customer satisfaction and loyalty 2. The impact of relationship quality on customer satisfaction 3. The impact of customer satisfaction on customer loyalty. Found results: 1. Relationship quality antecedents (RQA) have a positive impact on relationship quality. 2. Relationship quality antecedents (RQA) have a positive impact on customer satisfaction. 3. Relationship quality has a positive impact on customer satisfaction. 4. Customer satisfaction has a positive impact on customer loyalty.
45
呂國正. "A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction A Study of Readiness Technology and Customer Satisfaction about Electric Scooter in about Electric Scooter in about Electric Scooter in about Electric Scooter in Fongshan City". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/30846728143160217871.
Testo completoAbstract (sommario):
碩士國立高雄師範大學
工業科技教育學系
102
This study aims to investigate electric scooters, Technology Acceptance, and customer satisfaction among customers in Fengshan District, Kaohsiung City and to provide some advice as references for the government and the companies. The questionnaire was adopted as the survey method in this study. 420 customers were randomly selected in Fengshan District. 406 of them were valid and the valid rate was 96%. The data collected in this study was analyzed by descriptive statistics, t-test, and one-way ANOVA. The results were as the followings： 1. Customers with different genders have significantly difference about Technology Acceptance of Electric Scooters. 2. Customers with different ages have significantly difference about Technology Acceptance of Electric Scooters 3. Customers with different educational backgrounds don’t have significantly difference about Technology Acceptance of Electric Scooters. 4. Customers whether owns electric scooters or not have significantly difference about Technology Acceptance of Electric Scooters. 5. Customers with different genders have significantly difference about Technology Acceptance of Electric Scooters. 6. Customers with different purchase reasons have significantly difference about Technology Acceptance of Electric Scooters. 7. Customers with other reasons have significantly difference about Technology Acceptance of Electric Scooters
46
Huang, Wei-Ying, e 黃威穎. "A Study of Cosmeceutical Product Attributes, Customers Satisfaction and Customer Loyalty". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/nq85r7.
Testo completoAbstract (sommario):
碩士國立臺北科技大學
工業工程與管理系碩士班
100
Today''s female consumers not only use the skin care products in general, the average loss of 50% of customers within five years according to the survey of large enterprises. The papers of the relevant skin care products are the traditional skin care products, has been unable to beauty products, features covering the medical America. With the changing times, consumers receive information more than ever, to facilitate the convenient, so that consumers can have brand loyalty has been the subject of urgent. In this study, female consumers of U.S. doctors skin care products for its empirical object, using a questionnaire and structural equation modeling to identify the relationship between the various variables affecting consumer loyalty. Study found that: product attributes on customer satisfaction, product attributes have a significant positive relationship between customer loyalty, customer satisfaction on customer loyalty; the discovery of the sub-dimensions: the core product attributes on customer satisfaction, with increased product attributes on customer satisfaction, the core product attributes, repeat purchase, the core product attributes on word of mouth spread, the tangible product attributes on repeated purchase, with increased product attributes on word of mouth, customer satisfaction on repeat purchase have significant positive effects.
47
Chong, Esther. "Identifying the dimensions of customer satisfaction :". 1998. http://arrow.unisa.edu.au:8081/1959.8/84533.
Testo completo
48
Yeh, Jin-Yu, e 葉金玉. "A Study on The Service Quality, Customer Satisfaction, Customer Relationship and Customer Loyalty". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/27202067875095047747.
Testo completoAbstract (sommario):
碩士逢甲大學
經營管理碩士在職專班
101
In recent years, due to rapid global economic changes and the uncertainty of the European debt crisis, Taiwan&;#39;s banking industry is facing considerable challenges. In order to response the global competitive environment, Taiwan&;#39;s government timely implement the relevant laws and regulations which include Financial Holdings Act, that makes the whole banking structural changes, including : oligopoly financial markets becoming an open market, a financial holding company set up, the invasion of multinational financial group, the signed of the ECFA, Chinese banks to enter the Taiwan market, financial product homogeneity and lack of new product development capability of local banks, the market into a price competition. Banks should ponder how to improve service quality, to establish a good brand image, provide goods or services to meet customer demand, to maintain long-term stable relationship of the customer and the bank, improve customer satisfaction and loyalty, and strengthen their competitive advantage. In this study, a questionnair survey is used to obtain data, the relationship among quality of banking services, customer satisfaction, loyalty and customer relationship marketing are discussed, and the banking correspondents are as the object of study. The SPSS software are used to analyze the statistical data, and the results are as follows: 1. Banking customer service quality has a significant positive affect on customer satisfaction 2. Banking customer service quality has Significant positive affect on relationship marketing. 3. Banking customer relationship marketing has a significant positive affect on customer satisfaction. 4. Banking customer service quality has a significant positive affect on customer loyalty 5. Customer satisfaction has a significant positive affect on customer loyalty. 6. Banking customer relationship marketing has a significant positive affect on customer loyalty. The results of this study hopes to provide the reference and the banking sector to strengthen the relationship marketing decisions. The study concludes that the managerial implications and specific suggestions.
49
Liu, Wei-Liang, e 劉韋良. "Relationship of Content Marketing Among Customer Satisfaction, Customer Perceived Value and Customer Loyalty". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/x7sttg.
Testo completoAbstract (sommario):
碩士國立中興大學
企業管理學系所
106
The purpose of this study is to explore the impact of content marketing on customer perceived value, customer satisfaction, and customer loyalty. According to previous literature, customer satisfaction increases will cause customer loyalty increase and customer perceived value increase will cause customer loyalty increase. Hence, This paper specifically discusses whether companies through content marketing can increase customer satisfaction and customer perceived value through content marketing, and then increase customer loyalty to make the company earn more customers. Using online questionnaires, the analysis found that the most effective target group is young people aged 23 to 27, the impact on women is higher than men, and university-educated people are relatively better able to understand the information delivered by content marketing. Beside customer with higher frequency of viewing advertisements also have higher customer satisfaction, customer perceived value, and customer loyalty. After the company understands the target group, it can put the target of content marketing on young people, and it will get a higher hit rate and resonance. The company indirectly promotes customer loyalty through the content marketing, to increase customer satisfaction and customer perceived value. After the company increases customer loyalty, it can make the company have more customers, maintain good relationships with old customers and establish new relationships with new customers, and also the company always regards increasing loyalty as one of its long-term goals.
50
Shao, Ziqiong. "An assessment of customer satisfaction management practices". Thesis, 2014. http://hdl.handle.net/10210/9286.
Testo completoAbstract (sommario):
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.'