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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service". Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.
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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important 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
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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing". Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.
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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theoryConsumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência
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Zubari, Sinem. "Customer Value Of Mobile Services". Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.
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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot
study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.
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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies". CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.
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Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /". Online version of thesis, 1996. http://hdl.handle.net/1850/12337.
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Crawford, Sarah L. "Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002crawfords.pdf.
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Fleming, Rebecca M. "Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Center phase II /". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002flemingr.pdf.
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Brennan, Deborah Lee. "Reinventing customer service at veterinary services' Miami Animal Import Center". Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1997. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1997.Source: Masters Abstracts International, Volume: 45-06, page: 2934. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references (leaves 39-47).
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.
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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Lillis, Anne M. "Customer costing responsiveness - an analytical framework". Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.
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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper
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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views". Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.
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Åberg, Emil, e Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.
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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden
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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry". Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.
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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.
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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/.
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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.
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Mortensen, Wayne. "Customer-supplier relations in the Australian information technology and telecommunications industry : a strategic perspective". Monash University, Faculty of Business and Economics, 1997. http://arrow.monash.edu.au/hdl/1959.1/8075.
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Binza, Mzikayise Shakespeare. "An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality". Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/d1006186.
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This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
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Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal". Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.
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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
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Schoefer, Klaus. "Customer evaluations of service failure and recovery encounters : the case of travel and tourism services". Thesis, University of Nottingham, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251754.
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Bartels, Judith. "Audit of the Salesforce.com application for ABC Inc". Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005bartelsj.pdf.
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Dyer, Paul L. "The service encounter a meta theory of the customer/organization interaction and empirical tests of portions of the theory /". Access abstract and link to full text, 1989. http://0-wwwlib.umi.com.library.utulsa.edu/dissertations/fullcit/9013730.
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Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement". Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /". Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.
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Chan, Wa Kimmy, e 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.
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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.published_or_final_version
Business
Doctoral
Doctor of Philosophy
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Chakrabarty, Anita. "Customer value and financial services distribution channels". Thesis, University of Nottingham, 2017. http://eprints.nottingham.ac.uk/35694/.
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This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004). Customer value assessments are typically based on core services. However, core services are rapidly copied, diminishing prior competitive advantages. Hence, other sources of customer value and competitive advantage have to be considered. In light of this, distribution channels are considered resilient sources of value for the customer (Ballantyne and Varey, 2006). Specifically, this research seeks to empirically determine the type of value co-created through interactions in various distribution channels of financial services and the degree to which the various types of value vary, in distribution channel use. The conceptual model developed for this study synthesises two perspectives of customer value. The first perspective is the unidimensional perspective, which posits that customer value is a trade off between perceived benefits and perceived sacrifices. The alternative perspective is the multidimensional perspective where customer value is multidimensional. Various types of value, functional or utilitarian as well as emotional and aesthetic value are offered in the extant literature. In financial services, dominant studies focus on adoption and non-adoption of financial services channels particularly innovative technological channels such as the internet channel and mobile channel. A study of the customer value of various channels in the multichannel context of financial services is relatively absent. Therefore, a two-step research design was utilised. First, an exploratory study was conducted to determine the different benefits and sacrifices perceived by customers when using the distribution channels. The first stage of the study incorporated an exploratory study of semi-structured interviews conducted on a sample of 22 respondents. The hypotheses developed for the study were based on the exploratory study and the extant literature of customer value and distribution channels. The second stage of the study was a survey of 300 respondents using a questionnaire, within the Klang Valley area. The data were collected and analysed using Exploratory Factor Analysis (EFA), Analysis of Variance (ANOVA) and regression analysis as appropriate. The findings of the study show that both co-created functional value and emotional value perceptions exist in the distribution channel of financial services. Co-created functional and emotional value furthermore contributes to overall customer value perceptions. The study also finds that different benefit and sacrifice perceptions give rise to co-created functional and emotional value perceptions respectively. A comparison of the customer value perceptions of channels revealed that customers perceived functional value and emotional value in all channels, except the ATM/CDM/Cheque deposit channel. The in-branch channel is perceived to co-create a greater magnitude of emotional value. Adding to the extant literature, the findings demonstrate that distribution channels are an important source of customer value assessments. Furthermore, the findings lend support to the conceptual model, which posits various benefits and sacrifice perceptions existing in distribution channels of financial services lead to co-created perceived functional and emotional value or both simultaneously. From a managerial point of view, the findings of this study enable accurate identification of specific benefits and sacrifice perceptions in the various distribution channels of financial services to inform the development of strategies and tactics to enhance customer value of individual channels. Furthermore, the importance of emotional value in the in-branch channel lends support to the role of face to face interactions, careful recruitment and training of personnel to enhance the in-branch experience. The study also raises the importance of the consideration of service failures in services customer value assessments.
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Saiverová, Denisa. "The Customer satisfaction with the rehabilitation services". Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-9366.
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The graduation theses deals with the customer satisfaction -- in this case patients - with the rehabilitations services in the Rehabilitation Institute Kladruby. The theoretical part defines the general conditions of the service quality by ISO standards 9000 and the relevant literature, outlines the improving of service quality, explain the conception of the customer satisfaction, outlines the possibilities of it's measuring and improving. The theses finds satisfaction or dissatisfaction of the patients with the certain areas by the questionnaire investigation. Areas of investigation are for example the care of doctors and nurses, providing information on the nature of health, the physiotherapists work, quality of food and equipment on order on the bed wards. The obtained results are compared with the investigation of the bachelor thesis.
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Chen, Yi Xin. "Customer concentration and sales smoothing". Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3959239.
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Chihombori, Rumbidzai Anna. "The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty". Thesis, University of Fort Hare, 2012. http://hdl.handle.net/10353/d1013388.
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The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction". Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.
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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service". Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.
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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.Department of Secondary, Higher, and Foundations of Education
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Chi, Yuan, e Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company". Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.
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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.
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Cassab, Harold. "Multi-channel service : performance and implications for customer retention /". Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.
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Louw, Mariska. "Die kwaliteit van diensherstel van 'n lojaliteitsprogram binne die landbou-bedryf in Suid-Afrika". Diss., University of Pretoria, 2001. http://hdl.handle.net/2263/29535.
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AFRIKAANS: Bestuurders en personeel van dienslewering instansies staar huidiglik meer intensiewe klantediens eise in die gesig as ooit tevore. Vandag se klante is beter ingelig, stel meer vereistes en is meer self geldend wanneer diensprobleme ontstaan. Dit is gedeeltelik die gevolg van 'n styging in die vraag na toegevoegde waarde by produkte en dienste wat deur klante aangekoop word. Die klant se vraag na waarde lei tot 'n sterker fokus op 'n kombinasie van kwaliteit, billike pryse en goeie diens. Wanneer diensfalings ontstaan kan die diensverskaffer se reaksie die band versterk tussen die onderneming en die klant of dit kan 'n onbetekenisvolle irritasie verander in 'n groot insident. Gegewe dat 'n onderneming dieselfde effek het op winste as om kostes te sny met tien persent (Power 1992) is dit noodsaaklik dat bestuurders diensfalings en diensherstel kwessies versigtig oorweeg en bewus is van die vereistes van hoë kwaliteit diensherstel; en die uitwerking daarvan op die onderneming se winsgewendheid en oor 'n diensherstelplan moet beskik om die falings aan te spreek wanneer hul voorkom en nie bloot krisis bestuur toepas nie. Ten spyte van die belangrikheid van die opvolg en analise van diensfalings en diensherstel is daar slegs 'n beperkte empiriese navorsing gedoen wat falings en diensherstel ondersoek. Die hoofdoel van die navorsing was om die kwaliteit van diensherstel te bepaal van 'n lojaliteitstelsel in die landbou-bedryf vir produsente in Suid-Afrika. Die lojaliteitstelsel is tans die enigste van die kwaliteit van diensherstel, punte opgebou en herhalingsaankope intensies asook taal en geslag is ook ondersoek. Asook, die faktore wat verantwoordelik was dat produsente die diensherstel ervaar het as goed of swak. Tydens die studie is daar gebruik gemaak van die kritiese insidente tegniek wat ontwikkel is deur Flanagan. As 'n sistematiese, sekwensiële metode kan spesifieke insidente van effektiewe en oneffektiewe gedrag geanaliseer word met betrekking tot 'n vooraf bepaalde aktiwiteit. Die volgende faktore blyk die belangrikste faktore te wees wat verantwoordelik was vir hoë kwaliteit diensherstel: Werknemervriendelikheid, Bereidwilligheid, Een-tot-een persoonlike aandag en Kennis van produkte of klagtes. Die faktore wat statisties beduidende was en gelei het tot swak kwaliteit diensherstel is eerstens onvoldoende outoriteit van die dienssentrum personeel gevolg deur beleid wat optrede verhoed, geen kennis van 'n spesifieke reëling, stadige diens en die feit dat die klant in die verleentheid gestel is. Geslag het geen invloed gehad op die tevredenheid met die diensherstel nie, maar taal wel in 'n statistiese beduidende invloed het op respondente se tevredenheid met die oplossing van 'n probleem. Daar is geen verwantskap tussen die feit dat respondente reeds punte opgebou by die lojaliteitsprogram en hul ervaring van die bevredigende oplossing van probleme en klagtes nie. Daar is wel 'n verband tussen die opbou van punte en die gebruik van ander dienste wat die onderneming bied. Die meerderheid respondente 81,67 persent is tevrede met die diensherstel teenoor slegs 18,33 persent van die respondente wat ontevrede was met die regstelling. Die navorsing stel die onderneming in staat om sy sterk punte meer te beklemtoon en daarop te fokus asook om negatiewe punte in heroorweging te bring en aan te pas dienooreenkomstig die eise van die klant. Die aanstel van die regte dienspersoneel is dus van kardinale belang asook opleiding in kommunikasie vaardighede en etiket en bemagtiging is essensieel vir hoë kwaliteit diensherstel. Daar is 'n aanduiding dat die onderneming sy beleid rondom taal en ander diensleweringskwessies soos bemagtiging, outoriteit en verantwoordelikheid sal moet hersien.ENGLISH: Service managers and personnel are facing more intensive customer service pressures than ever before. Today's customers are more demanding, better informed and more assentive when service problems arise. This may be due in part to increased customer demand for value in the products and services purchased. Customer demands for value result in a stronger focus on a combination of quality, fair price and good service in the purchases they make. When service failures occur, the service providers reaction can either reinforce a strong customer bond or change a minor distraction into a major incident. Given that improving a company's customer retention rate by t20 percent has the same effect on profits as cutting costs by 10 percent (Power 1992), it is imperative that managers consider failure and recovery issues and know what effect it has on the company's profitability. It is essential that a company has an established service recovery plan to overcome failures when the occur and don't apply crisis management. Despite the importance of tracking and analising service failures and recovery strategies, only limited empirical research examining failures and recoveries has been conducted. The purpose of this research study was to determine the quality of service recovery of a loyalty system in the agricultural industry of South Africa as perceived by produces. This loyalty system is the only of its kind. The correlation between the quality of service recovery, points accumulated in the loyalty system, repeat purchase intentions as well as sex and language were examined. The factors that led to high and low service quality as perceived by the respondent were identified. During the study the critical incident technique developed by Flanagan was used. It is a systematic, sequential method whereby specific incidents of effective and ineffective behaviour can be analised with regarding to a predetermined activity. The following factors appear to the most significant and important for high quality, good service recovery; friendliness of contact personnel, willingness to help, One-to-one personal attention and knowledge of the product of service. The statistical significant factors which led to low service recovery quality was first of all insufficient authority of service personnel followed by policy hindering needed action, no knowledge of a specific arrangement made, slow service and the fact that the client was humiliated in the process. The sex of the respondents didn't have any significance regarding the perceived quality of service recovery, but language did have a statistical significance on respondents satisfaction with the recovery effort. There is no correlation between the fact that respondents had already build up points in the loyalty system and their experience of the satisfactory resolving of problems and complaints. But there is a correlation between the build-up of points in the loyalty system and the use of their services the company provides. The majority of respondents 81,67 percent is satisfied with the service recovery against only 18,33 percent of the respondents that were dissatisfied with the recovery efforts. This research findings enables the company to focus and expend its positive strengths of service recovery and work on the weaknesses as identified by the clients. The appointment of the right personnel as well as sufficient training in communication skills and etiquette is of extreme importance for good service recovery. There is an indication that although the majority of respondents rank their service recovery effort very high, five out of seven, that the company must readdress certain policies regarding authority, responsibility and empowerment.
Dissertation (MCom)--University of Pretoria, 2001.
Marketing Management
MCom
Unrestricted
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Santos, Raquel Alexandra Duarte. "Study of the determinants for the quality of banking services and customer loyalty". Master's thesis, Instituto Superior de Economia e Gestão, 2014. http://hdl.handle.net/10400.5/7893.
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Mestrado em FinançasA qualidade percebida e a satisfação dos clientes são elementos essenciais para a competitividade das instituições bancárias. Assim, é importante identificar os fatores que confinam a perceção de qualidade e satisfação do ponto de vista dos clientes que utilizam esse tipo de serviço. A realização deste trabalho tem como principal objetivo identificar os fatores mais relevantes para os clientes na avaliação da Qualidade do serviço de uma instituição bancária. Como objetivos secundários pretende-se saber se os atuais clientes se encontram satisfeitos com os serviços que a sua principal instituição bancária lhes oferece, assim como, avaliar de uma forma lata algumas instituições bancárias no que diz respeito aos serviços prestados por estas aos consumidores. Para isso, nesta dissertação foram estudados e identificados alguns teóricos que reflectiram sobre os temas abordados. A fonte de informação utilizada para a realização do trabalho foi um inquérito que visa saber quais os níveis de satisfação dos clientes referentes aos serviços da área da banca, incluindo ainda, a análise às suas perceção de Qualidade de serviços, utilizando o método SERVQUAL. Em conclusão, verificou-se que o estudo respondeu às questões colocadas, identificando como fator de maior importância na Qualidade dos serviços prestados pela área da banca, o acesso à internet e contrariamente, a caraterística que menos importância tem para os clientes é a instalação das sucursais do seu banco. Por outro lado, pode afirmar-se que de uma forma geral, esta amostra se encontra satisfeita com a Qualidade prestada pela sua principal instituição bancária.
Perceived quality and customer satisfaction are key elements to competitiveness in the banking industry. Hence, it is important to identify the factors that determine the perception of quality and satisfaction from point of view of clients who use that type of services. The main goal of this study is to diagnose the aspects customers value the most when appraising the quality of banking services. As secondary goals, we intend to assess if customers are satisfied with the services provided by their current banking institutions as well as to inquire after their perception of other players in the sector. For that purpose, we present and discuss some theorical contributions on these subjects. The information source used to conduct this study was a questionnaire designed to quantify customer satisfaction, in what regards banking services, including an analysis of clients? perceived quality through the SERVQUAL method. The sudy was able to give answer to the questions raised a priori, identifying online access as the most important aspect in the quality of banking services and physical premisses as the least importante one. Futhermore, it is possible to conclude that, overall, the interviewed sample is satisfied with the qaulity of the services provided by their current bank.
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Campbell, Charlene. "Burnout in a customer services environment / C. Campbell". Thesis, North-West University, 2003. http://hdl.handle.net/10394/368.
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The recent worldwide shift in focus from goods production to service provision in Western
countries has resulted in the expansion of the service sector. The front-line worker has
become a central figure in the new workplace, forming an important link between the
company and the customer. The nature of the interaction between customer service staff and
clients influences the perceived quality of service rendered by the company. Call centre work
requires a high degree of personal contact with the public and the performance of emotional
labour. Previous research found emotional labour to be a significant predictor of burnout.
Given the above scenario, the lack of empirical research that systematically investigates
burnout in a customer services environment in South Africa is a source of concern.
The objectives of this study were to determine the construct validity and internal consistency
of the Maslach Burnout Inventory - General Survey (MBI-GS) (Schaufeli, Leiter, Maslach &
Jackson, 1996) in a customer services environment, and to compare the relationship of
burnout with various demographic characteristics.
A cross-sectional survey design was used. The study population consisted of an accidental
sample of customer services personnel (N = 228). The Maslach Burnout Inventory - General
Survey (MBI-GS) was used to determine the level of burnout in the participants. A
biographical questionnaire was used to gather additional information. Structural equation
modelling (SEM) methods as implemented by AMOS were used to test the factorial model
for the MBI-GS. Cronbach alpha coefficients and inter-item correlation coefficients were
used to assess the internal consistency and construct validity of the MBI-GS. Descriptive
statistics were used to analyse the data. T-tests and one-way analysis of variance (ANOVA)
were used to determine differences between the sub-groups in the sample. Tukey tests were
done to indicate which groups differed significantly when ANOVAS were done.
The results confirmed a three-factor model of burnout, consisting of Exhaustion, Cynicism
and Professional Efficacy. All three factors showed acceptable internal consistencies. The
results also showed that customer service staff who measured high on exhaustion and
cynicism (compared with those who measured low) experienced less job satisfaction.Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2004.
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Silva, Pedro Miguel Freitas da. "Antecedents of customer loyalty in multiple play services". Master's thesis, Universidade de Aveiro, 2012. http://hdl.handle.net/10773/10384.
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Mestrado em GestãoWith the development of the technology, the number of multiple play service subscribers has increased. Sooner or later, each consumer faces the decision of choosing a service supplier. This study developed, and empirically tested a structural model examining the antecedents of loyalty towards their supplier. Additionally, this study also compares the perceived level of impact regarding loyalty and its antecedents on two groups of consumers, stayers and switchers. Reliability analysis, exploratory factor analysis and linear regressions techniques were used to evaluate the model, and an ANOVA was performed to compare differences between groups. Based on a questionnaire, this study showed that trust, satisfaction, switching costs and brand experiences are important in generating loyalty. Communication and service quality enhance trust in the supplier. Perceived value, trust, communication and service quality contribute for building satisfaction. Stayers demonstrated to have higher perception levels regarding all variables, especially loyalty, trust, communication and service quality. Finally, implications for marketing are discussed.
Com o desenvolvimento da tecnologia, o número de subscritores de serviços multiple play aumentou. Mais tarde ou mais cedo todos os consumidores enfrentam a decisão de escolher um fornecedor. Este estudo desenvolveu e testou empiricamente um modelo estrutural para examinar os antecedentes da lealdade em relação ao seu fornecedor de serviços. Adicionalmente, este estudo também comparou o nível de impacto percebido da lealdade e dos seus antecedentes em dois grupos e consumidores, stayers e switchers. A análise de confiabilidade, análise fatorial exploratória e regressões lineares foram as técnicas utilizadas para avaliar o modelo, sendo a ANOVA usada para comparar as diferenças entre grupos. Com base num questionário, este estudo mostrou que a confiança, satisfação, custos de mudança e experiências da marca são importantes na criação da lealdade. A comunicação e qualidade do serviço melhoram a confiança no fornecedor. O valor percebido, a confiança, a comunicação e qualidade do serviço contribuem para a construção da satisfação. Os stayers demonstraram ter um maior nível de perceção em relação a todas as variáveis, em particular à lealdade, confiança, comunicação e qualidade do serviço. As implicações para o marketing são discutidas.
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Saari, T. (Tomi). "Customer journey analysis in household waste management services". Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052409.
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Abstract. This Master’s Thesis studies the customer journey, value elements and the customers’ broad value creation process in the business context of private household waste management for first-time house-owners. The main research question is defined as follows: What are the value elements for the customer in different touchpoints of the customer journey upon acquiring and using private household waste management services? The objective is to create a customer journey map for the case company’s defined segment of first-time house-owners, and to provide relevant research data and insight about what is perceived valuable in their service. By applying the customer journey and the mapped service touchpoints with the discovered value elements, the thesis client will be able to embed the studied value elements to their service offering and journey for a better service experience for new house-owners.
The main theoretical framework consists of customer journey as a timeline for the customer experience in a purchase process; phases of a purchase process and service touchpoints included. Service-dominant logic and further complementary critical service logic and its value creation spheres depict how value is created in use by the customer, facilitated by dynamic, reciprocal value proposition. These aspects are adapted and combined in a novel framework by the researcher to illustrate the customer journey as an experience of a purchase process and value creation as value-in-use in the customer’s own sphere.
The research method used in the study is justifiably a qualitative case study as an empirical method to study social phenomena of particular interest to real-life stakeholders such as organizations and their managerial processes within important contextual conditions. The data collection is carried out by conducting semi-structured interviews to customers in the target segment. Eight households are interviewed, at which point data saturation for generalizing the findings is seen to have been reached.
The data analysis of all the respective customer journey blueprints enables the researcher to compose a conclusive illustration of a fifteen-step customer journey map and to identify the main touchpoints and value elements as part of the broad value creation process of the target customer segment. The output of the customer journey analysis is also applied to the previously created own theoretical framework, and the most relevant theoretical aspects are further discussed. The researched value elements in different touchpoints of the customer journey can be summarized as affordability; supporting local business; prompt, simple and friendly customer service; service offering fulfilling own needs; service delivery on schedule; reliable, effortless usage of the service. Conclusions as managerial implications in the client’s behalf are also provided. Lastly, the quality of the research is evaluated in the case study’s context and some discussion of this and future research in the case company’s context is had.
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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /". Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.
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Walter, Ute. "Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities". Doctoral thesis, Örebro universitet, Restaurang- och hotellhögskolan - Grythytte Akademi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-14826.
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It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.
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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /". Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.
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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization". Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.
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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the 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.
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Felix, Amoah. "Customer relationship management practiced by KOSAB". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.
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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings identified in the empirical study, the researcher made the following recommendations. The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. The organisation has to develop effective market segmentation and targeting to know the customer well. Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation’s promise of trust and reliability. The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. The organisation should invest in employees’ development and welfare. Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised.
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曾祥瑋. "Partnership between Wafer Foundry Services and Their Customers-from the Perspectives of Customer Service". Thesis, 2005. http://ndltd.ncl.edu.tw/handle/18806828547544882416.
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碩士國立交通大學
經營管理研究所
93
The formation of a successful partnership between wafer foundry suppliers and their customers has become an important way for the suppliers to maintain their competitive advantage. The objective of this research is to study the characteristic of the partnership; the partnership between wafer foundry suppliers and their customers; and the insight into how to better manage these relationship to ensure success Results indicate that the primary partnership success factors are: communication behavior, level of interdependency, and partnership attributes. It also indicate that the level of how these factors affect the partnership formation are varied from the attribute of customer, the operation output, and those special contracts between firms. In addition, from the value chain point of view, the result also shows that some of the end customers are also affecting the relationship between firms. Based on the study, the research suggests that a timely response and flexible decision making system is essential for the foundry supplier; the research also suggest that only with the fulfillment of what customer is really looking for can reach a successful partnership formation, and it should be reviewed at different stage of the relationship between firms.
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Van, Coller Riana. "Evaluating the service quality within the aftermarket components industry in South Africa". Thesis, 2012. http://hdl.handle.net/10210/7491.
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M.Comm.Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
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Shen, Ya-Wen, e 沈雅雯. "Exploring the "Customer-Centered" Medical Services with Service Quality Model". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/96707921031638568815.
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碩士國立臺灣大學
公共衛生碩士學位學程
103
Background: The Ministry of Health and Welfare announced the top ten causes of death in 2014, the statistics showed the first ranked were the chronic diseases and the mainly death were the malignancy tumor (28.8%), and the primary cause of cancer death were the lung cancer with male and female. The second death ranked were the heart disease (16.9%). Today’s people suffering from coronary artery disease and cancer population increases by every year, and because of the rapidly changing global economic environment, the medical demanders requirements for medical service quality are always rising, so the customer-centered philosophy has from gradually services extend to the general health care services. Objective: Use SERVQUAL questionnaire PZB service quality model development, and to explore the patients and their families with the quality of medical service expectations and actual experience of the quality medical services, although to understand the demand for medical care, cognition, reliability and satisfaction with the medical care. We can to improving the chest medicine (respiratory) and cardiology of health care quality and to reach the target of the holistic health care. Methods: This study used a questionnaire of the SERVQUAL model, the main target of chest medicine and cardiology patients and their families. The questionnaire measured time by January 6, 2015 to March 13, 2015. This study were closed the case one way to understand and filled in "research questionnaire respondents explained and consent" of the present study a questionnaire to measure the quality of service, so no invalid questionnaires, the last questionnaire actually gets 200 valid questionnaires, the response rate was 100%. Results: The results of this study showed that the degree of attention in service (E) to reach a level of perception and services (P) is concerned, Cronbach''s α are all greater than 0.90, indicating good reliability. In the overall subjects, the patients and families of the desired service services dimensions with the highest score were the assurance dimension. In the overall subjects, the patients and families of the experienced service services dimensions with the highest score were the assurance dimension and the lowest score were tangible dimension. Conclusions and Recommendations: The assurance dimension of the service quality were the imporant facor with the patients and families. That’s mean the importance of assurance dimension were professional attitude and professionalism of the medaical staff. In addition, to improve service quality and create high-quality environment for medical treatment, not only to develop standardized operating procedures and continuing educational training, but also be given timely encourage to medical staff and pay attention to the views of patients and their families.
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Mostert, Konrad Egbert. "Assessing service quality in business-to-business relationships within the international telecommunications carrier market". Thesis, 2012. http://hdl.handle.net/10210/6205.
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M.Comm.The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses
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Meyer, Erwin Martin. "An analysis of customer service in an optometric practice". Thesis, 2012. http://hdl.handle.net/10210/5886.
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M.Comm.The importance of service is constantly increasing in most economies (Gronroos 1988), and service is becoming exceedingly vital to success for manufacturers of goods as well. Service is very frequently referred to as the definitive competitive tool (Kyj 1987; Coppett 1988) and some writers (Quinn and Gagnon 1986) have warned that services if not managed suitably could follow manufacturing into decline, as inattention to quality, emphasis on scale economies, and short-term orientation predominates. Indeed Levitt (1981) has questioned the services-goods dichotomy, and states that all products, whether they are services or goods, possess a certain amount of intangibility perhaps the fundamental difference between the two referred to by most other writers. It is this intangibility which is seen as being the fundamental distinguishing characteristic of services.
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Beedassy, Ray. "Service quality expectations and perceptions of staff and customers at travel agencies, Gauteng". Thesis, 2012. http://hdl.handle.net/10210/6680.
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M.B.A.In recent years South African travel industry has been facing ferocious competition. The competitive business environment has driven managers to consider the performance of their organizations in order to increase market share, or in other words, improve the quality of service as the ultimate weapon for achieving high performance. The delivery of service quality to customers requires a congruence in the perceptions of the customers and the providers of service. The aim of this research is to examine if there are any statistically significant differences in the perceptions of received service between the three major groups i.e. the customers, the staff and the managers of travel agencies. The information was gathered by means of a mail survey. A questionnaire was developed (based on SERVQUAL), where all possible answers of respondents were pre-specified and standardized, in order to ease the comparison of responses. The findings of the research revealed significant differences between the perceptions of customers and staff and that of managers and staff of the travel agencies but not between managers and customers. Of most concern, were the differences in the perceptions of the dimension of reliability, which was considered the most important dimension by the customers. Therefore, the managers of travel agencies in South Africa need to devise strategies and seriously consider the issue of internal marketing to achieve this alignment in the perceptions
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Pieterse, Joseph Erasmus. "Antecedents influence the different gaps in the service quality model within a financial services institution". Thesis, 2014. http://hdl.handle.net/10210/9163.
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Redda, Ephrem Habtemichael. "Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda". Thesis, 2015. http://hdl.handle.net/10394/16547.
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The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty.
To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method).
Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of
demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty.
Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector.
Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions.
In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile
for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks.PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.
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Olivier, H. W. "The use of a customer satisfaction index (CSI) to improve customer service in a financial services environment". Thesis, 2012. http://hdl.handle.net/10210/5427.
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M.Comm.The aim of this study was to prove the effectiveness of a Customer Service Index in improving customer service in a financial services environment. For this purpose, the implementation of a CSI in WesBank Corporate Finance was used as a case study. The success of this service strategy was dependent upon constant interaction with the customer in order to identify specific needs, to measure the delivery of these requirements, and to monitor the responses received from the customer base. By making comparisons between the two CSI's used, it was possible to discern a significant improvement in the ratings concerning various aspects of WesBank's service to customers, in addition to an increase in production, profitability and professionalism. The overall success of this measurement strategy was made possible by the total commitment and dedication of the entire staff of the organisation, and is clearly evidenced by the high standard of service quality which was attained, and is being maintained, through the implementation of this monitoring system.