Customer satisfaction measurement

The paper’s objective was to identify and measure factors impacting on satisfaction and reuse intention of customers using online motorbike service. The research model proposed five factors affecting customer satisfaction such as perceived service quality, perceived value, transaction convenience, perceived ease of use and perceived usefulness as well as two factors affecting reuse intention such as satisfaction and habit.

17p larachdumlanat129 19-01-2021 17 0   Download

This paper only covers E-commerce trading sites within the retailing industry. Hence, future research can greatly improve the model by extending the time period of data collection and covering more industries. Besides, a more modern approach such as SEM is a decent option for measurement scales evaluation and model testing, since Multiple Linear Regression Analysis requires strict assumptions and may have a great likelihood of measurement errors.

13p trinhthamhodang9 04-12-2020 8 0   Download

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality.

12p trinhthamhodang9 04-12-2020 14 0   Download

As the nature of services provided by airlines is a little different to other service industries, additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality.

9p guineverehuynh 22-06-2020 15 2   Download

The researcher tries to find out the factors which influence customer satisfaction and also tries to check the relationship between customer satisfaction and customer loyalty. A primary research was conducted to collect the responses of the customers who like travelling.

12p orianahuynh 08-06-2020 6 0   Download

The paper tries to measure the influence of product assortment, store environment, instore customer service, home delivery on customer satisfaction. Further it also probes the influence of customer satisfaction on loyalty.

11p orianahuynh 08-06-2020 6 0   Download

The present study examines the PAKSERV model to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey method was adopted where data was collected from 482 respondents through structured questionnaire.

10p kelseynguyen 26-05-2020 18 0   Download

This study aims to analyze factors affecting the level of depositors’ satisfaction in Vietcombank, Can Tho brand (Vietnam). The data of this study was collected by a convenient sampling method from 65 customers who came to the bank for opening the savings account.

1p chauchaungayxua2 19-01-2020 35 2   Download

Chapter 24 - Brand and customer metrics. In this chapter, the following content will be discussed: Competitive advantage, assessing competitive advantage, brand equity, measuring brand equity, customer satisfaction research,...

15p shiwo_ding2 03-04-2019 21 1   Download

This study investigates the measurement of SCM practice in Vietnam with the sample of 148 SMEs in Danang. The research findings exhibit the humble degree of SCM practices within these firms. These activities are in the primary form of SCM practice as supplier’s quality management, customer interaction, and customer satisfaction measurement.

18p danhnguyentuongvi27 18-12-2018 22 0   Download

Lecture "Marketing management - Chapter 4: Creating Long-Term loyalty relationships" presentation of content: Steps in a customer value analysis, establishing value, measuring satisfaction, maximizing customer lifetime value, estimating lifetime value,... And other contents.

28p bautroibinhyen11 03-01-2017 55 3   Download

Lectures "Marketing management - Chapter 5: Creating long term loyalty relationships" provides students with the knowledge: What are customer value, satisfaction, and loyalty, and how can companies deliver them; what is the lifetime value of customers, and how can marketers maximize it;... Invite you to refer to the disclosures.

21p doinhugiobay_13 26-01-2016 68 4   Download

The article concludes that increase in service quality of the banks can develop customer satisfaction which ultimately retains valued customers...Keywords: Perceived Service Quality, SERVQUAL, customer satisfaction, BSR, Structural Regression.

25p kimcang111 31-03-2014 53 7   Download

In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e-service quality in online banking services; and the factors that might influence customer satisfaction and loyalty in the context of online banking services.

21p kimcang111 31-03-2014 69 2   Download

“Creating value through values” is the credo of today’s management accountant. It means that management accountants should maintain an unwavering commitment to ethical values while using their knowledge and skills to influence decisions that create value for organizational stakeholders. These skills include managing risks and implementing strategy through planning, budgeting and forecasting, and decision support. Management accountants are strategic business partners who understand the financial and operational sides of the business.

48p bin_pham 06-02-2013 54 5   Download

To create satisfied customers, the organization needs to identify customers’ needs, design the production and service systems to meet those needs, and measure the results as the basis for improvement. Satisfaction is an attitude; loyalty is a Satisfaction is an attitude; loyalty is a behaviorbehavior. Loyal customers spend more, are willing to Loyal customers spend more, are willing to pay higher prices, refer new clients, and are pay higher prices, refer new clients, and are less costly to do business with.less costly to do business with....

37p dathao 20-10-2009 166 24   Download

As one of the most highly competitive manufacturers in the automotive industry, Ford has long understood the importance of measuring customer satisfaction. customer satisfaction with purchase, product, and service experience is ultimately critical to any industry. it is especially important to the automotive industry, a service-based business to customers.

15p dathao 20-10-2009 179 38   Download

To reinforce customer orientation on a day-to-day basis, a growing number of companies choose customer satisfaction as their main performance indicator. However, customer satisfaction must be translated into a number of measurable parameters directly linked to several aspects of a company’s products/services or else it will remain an abstract and intangible notion. Measurement will provide the analysts with the highest and lowest performance indicators, pointing out the leverage opportunities and the weaknesses of the company. ...

18p dathao 20-10-2009 112 10   Download

1. Provide a brief overview of J.D. Power and Associates; 2. Discuss today’s rapidly changing consumer; 3. Discuss some of the benefits associated with high levels of Customer Satisfaction in today’s highly; competitive environment;4. Discuss the J.D. Power and Associates syndicated New Home Builder Customer Satisfaction Study – Why the Home Building Industry? – Who we focus on? – What we cover? – How we analyze the information – Key findings

45p dathao 20-10-2009 160 42   Download

Tham khảo tài liệu 'measuring customer satisfaction in the context', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả

37p dathao 20-10-2009 173 28   Download