Customer satisfaction measurement
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This paper examines the relationship between employee commitment and supply chain integration dimensions by Leader-Member Exchange (LMX) to explain several performance measures, such as flexibility, delivery, quality, inventory and customer satisfaction. So three elements shape leadership in Leader-Member Exchange (LMX) theory as a relationship and process are investigated. LMX quality is important for the company, because it relates to employee behavior and attitudes, including improving employee performance.
13p longtimenosee09 08-04-2024 1 0 Download
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This study aims to determine the factors affecting customer satisfaction with logistics enterprises’ logistics services in Vietnam. Data collected through survey questionnaires sent to customers who are currently using the services of businesses. Research has shown eight factors affecting customer satisfaction, including tangible factors, reliability, guarantee, empathy, responsiveness, perceived price, customer relationship service, and relationship quality-these eight factors measured through 35 observed variables.
10p longtimenosee07 29-03-2024 2 2 Download
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The objective of this study is to design and constitute a system capable of measuring the rate of satisfaction among customers which in particular can be applied in municipalities. The statistical pool of the current research is divided in two groups: First, are university professors and experts qualified. Second, are municipalities customers. The method of data collection determined for the first group was nonprobability and random sampling and the scope and limitation of this data was specified through the application of the central limit theorem.
10p longtimenosee07 29-03-2024 2 2 Download
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This study aimed to analyse the effect of switching cost and product return management on re-purchase intent with customer satisfaction and customer value playing as moderating variables. Company A, a wholesaler that operates in the construction building material business in East Java was selected as the case study object for examining the relationships among the measured concepts. The survey was completed in three cities in which 200 retail stores of Company A’s customers are located.
10p longtimenosee07 29-03-2024 2 2 Download
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Measurement scale was validated with Cronbach’s alpha, exploratory factor analysis (EFA). The results show that tangibles, reliability, and competency affect customers’ satisfaction with mobile banking service quality.
7p vimichaelfaraday 28-12-2023 5 4 Download
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The aim of the study is to identify the influencing factors and measure the extent of their impact on customer satisfaction about online shopping services at Aeon Hai Phong supermarket. With the conduct of an online survey of 150 respondents, authors applied Descriptive statistics, Frequency statistics, EFA discovery factor analysis on SPSS software.
7p vipierre 02-10-2023 7 3 Download
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This study aims to assess the satisfaction of online shopping customers when using delivery services. A survey was sent to 306 internet buyers. Following that, the partial least squares-structural equation modeling (PLS-SEM) method was used to assess the association between delivery service experience and customer satisfaction.
13p vimulcahy 18-09-2023 5 5 Download
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Continued part 1, part 2 of ebook "Consumer psychology of tourism, hospitality and leisure (Volume 3)" presents the following content: experience and satisfaction; market segmentation; attraction and loyalty; image and interpretation; aristotelian ethical values within a tourism hospitality industry context;...
144p damtuyetha 09-01-2023 6 3 Download
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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 29 0 Download
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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 22 3 Download
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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 20 0 Download
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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 22 2 Download
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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 14 2 Download
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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 11 2 Download
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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 24 0 Download
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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 44 2 Download
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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 25 1 Download
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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 27 0 Download
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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 64 4 Download
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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 89 5 Download