Customer satisfaction survey

The study was carried out by surveying 181 individual customers who are Gen Y and have been using fast food services at fast food stores in Hanoi and using the SERVQUAL model with 5 independent variables: Tangibility, Responsiveness, Assurance, Reliability, and Empathy.

8p vifilm 11-10-2024 0 0   Download

The main objective of the research is to examine internet banking service quality’s impact on customer satisfaction of Bank for Investment and Development of Vietnam (BIDV). This study is a quantitative study using the SERVQUAL model developed by Parasuraman et al. (1988) in internet banking service to define 5 dimensions of internet banking service quality as independent variables and customer satisfaction is the dependent variable. Questionnaires were also given for 320 customers and 300 surveys which were valid for analysis.

16p toduongg 24-08-2024 2 0   Download

In this study a set of research questions were asked to the respondents to identify the impact of financial literacy on customer satisfaction towards banking services. It was found that level of financial literacy was low among the respondents and there is no significant impact of financial literacy on overall customer satisfaction.

8p guineverehuynh 22-06-2020 27 1   Download

In this study, opinions of logistics customers were gathered through survey questionnaires. All the responses were analyzed through structural equation modeling technique.

12p tocectocec 24-05-2020 15 0   Download

Bài giảng Business marketing - Chương 2: Các tính chất của B2B marketing. Nội dung chính trong chương này gồm có: Xây dựng quan hệ với khách hàng, customer satisfaction survey, tài sản khách hàng, truyền thông hai chiều với khách hàng. Mời các bạn cùng tham khảo.

24p tangtuy18 12-07-2016 100 11   Download

Although the solution seemed obvious to nearly everyone, Mr. Talbat refused to ------- to the advice of his subordinates. (A) listen (B) listening (C) listened (D) listens 2. Mr. Egri decided to hire an outside consultant to ------- a customer satisfaction survey. (A) comply (B) conduct (C) carry (D) extend 3. This year Mr. Yamamoto has made five trips to England to meet ------- new customers there. (A) potential (B) potentials (C) potentially (D) most potentially 4. The federal government is committed to protecting consumers ------- carefully regulating hazardous products.

20p logomay 12-06-2013 102 15   Download

Khách hàng cũ và những triển vọng kinh doanh mới Hãy tưởng tượng một viễn cảnh không sáng sủa lắm cho công ty bạn, đó là những ngày làm việc tẻ nhạt, không có một khách hàng nào đến tìm hiểu sản phẩm và cũng không có điện thoại, email… đặt hàng. Có thể ngay khi đó bạn sẽ vạch kế hoạch để chinh phục những khách hàng m Điều tra mức độ thỏa mãn của khách hàng như thế nào? Một cuộc điều tra sự thoả mãn của khách hàng (Customer Satisfaction Survey) không chỉ giúp bạn nhận ra các thiếu...

10p loveloveabc 16-08-2011 146 40   Download

Một cuộc điều tra sự thoả mãn của khách hàng (Customer Satisfaction Survey) không chỉ giúp bạn nhận ra các thiếu sót trong kinh doanh, mà còn thể hiện cho khách hàng thấy rằng bạn thực sự quan tâm tới họ và mong muốn tìm ra những cách tối ưu nhằm cải thiện chất lượng dịch vụ

3p cuongvcu87 17-04-2011 193 47   Download

Một cuộc điều tra sự thoả mãn của khách hàng (Customer Satisfaction Survey) không chỉ giúp bạn nhận ra các thiếu sót trong kinh doanh, mà còn thể hiện cho khách hàng thấy rằng bạn thực sự quan tâm tới họ và mong muốn tìm ra những cách thức tối ưu nhằm cải thiện chất lượng dịch vụ mà bạn đang cung cấp.

10p meouanbanh 06-09-2010 172 42   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 177 26   Download

Customer Satisfaction: Measurement Objectives • Determine which customers to survey • Determine critical performance attributes that result in customer satisfaction • Assess company performance • Establish corrective action • Monitor continuous improvement

25p dathao 20-10-2009 110 11   Download

The purpose of this paper is to help customer survey process stakeholders understand some of the inherent tradeoffs of alternative survey methods. The scope addresses factors including size of the customer population, strengths and weaknesses of alternate...

0p monkey68 13-03-2009 159 23   Download

We are using surveys to identify relevant organizational performance measures based on survey results
What product and service characteristics are important in accomplishing CBP mission (availability, data accuracy, response time…)?
Understanding the impact resulting from problems with a product or service will focus OIT on the appropriate priorities

29p moser 04-03-2009 205 26   Download

Customer satisfaction measurement, through MUSA model, provides the analysts with the highest and lowest performance indicators, pointing out the leverage opportunities and the weaknesses of the company. An extension of the MUSA methodology for modelling customer importance preferences for service characteristics is presented in this paper. Several approaches in the context of multiobjective linear programming are examined, which give the ability to compare derived and modelled weights of the satisfaction dimensions and to introduce the principles of Kano’s model to MUSA methodology.

18p moser 04-03-2009 231 23   Download

Local program staff must inform the customer at the time of participation about the importance of satisfying customers and the possibility of being contacted for information on his or her experience with the services. The interview should be limited to 15 minutes or less. A minimum of five follow-up attempts is required, involving various times of the day before closing the record.

20p moser 04-03-2009 122 18   Download