Customer satisfaction

Trong khoảng gần 20 năm trở lại đây, chỉ số đo lường về mức độ hài lòng của khách hàng (Customer Satisfaction Index - CSI) đã xuất hiện tại nhiều quốc gia trên thế giới và ngày càng phát huy được tác dụng cũng như tầm ảnh hưởng của nó. Hiện nay, không chỉ các doanh nghiệp kinh doanh sử dụng CSI như công cụ đo lường và thúc đẩy nhận thức khách hàng đối với sản phẩm, dịch vụ mà ngay cả những tổ chức phi lợi nhuận, chính quyền địa phương hay chính phủ cũng đặc biệt quan tâm đến việc đẩy mạnh ứng dụng...

0p xatamgia 02-08-2013 228 43   Download

Bài giảng Vai trò của nhân viên trong dịch vụ trình bày vai trò quan trọng của nhân viên dịch vụ trong việc tạo ra sự thỏa mãn khách hàng & chất lượng dịch vụ (the critical roles of service.employees in creating customer satisfaction and service quality) (why the servicescape affects employee and customer behavior). Vai trò của nhân viên phục vụ trực tiếp.

33p vespa_12 14-04-2014 209 7   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 94 6   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

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 68 5   Download

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 8 0   Download

The studies on customer loyalty presented different views and definitions of customer loyalty from different fields such as tourism; online shopping; homestay service or convenient shops system at the same time, these studies also show factors affecting loyalty such as service quality; satisfaction; tourist experience; switching costs,… However, most studies have not mentioned customer loyalty in the business performance of enterprises.

29p guitaracoustic09 14-01-2022 28 3   Download

Building and testing the relationship between elements of relational bonds and the individual customer loyalty through satisfaction; At the same time, testing the relationship between switching costs and individual customer loyalty. Provide administrative implications, suggestions for banking service providers in maintaining and enhancing individual customer loyalty.

22p kequaidan11 17-04-2021 11 0   Download

Service delivery by businesses is a particularly important and core activity of the service profession. Therefore, a lot of research by foreign authors related to service and service delivery competencies. Studies by foreign authors emphasize the role of service delivery of businesses. It is the service delivery competencies that determines customer satisfaction. Most studies show the necessary services delivery by businesses, especially commercial enterprises, in order to achieve business goals. Since then, there are many proposed service delivery models.

26p cothumenhmong6 17-07-2020 22 3   Download

The thesis aims to improve service quality, increase customer satisfaction, promote voluntary behavior, voluntarily obey the law participating in motor vehicle civil liability for third parties.

0p cothumenhmong6 17-07-2020 20 1   Download

The objective of the study is to find an association between several quality factors and customer satisfaction.

9p guineverehuynh 18-06-2020 27 3   Download

This study examines the relationship between service quality and customer satisfaction in the retail sector with a focus on Chennai. A total of 60 respondents participated in the study.

6p guineverehuynh 18-06-2020 45 2   Download

In general, customer satisfaction is derived from the quality of product. Hundreds of studies examine the relationship between the performance of product attributes and customer satisfaction.

11p guineverehuynh 18-06-2020 22 2   Download

The purpose of this study is to examine the level of customer satisfaction in public enterprises of Nepal

8p guineverehuynh 20-06-2020 16 4   Download

The study is to examine customers’ perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined.

6p guineverehuynh 21-06-2020 27 4   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 25 3   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 30 1   Download

The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks.

12p guineverehuynh 22-06-2020 13 1   Download

This paper gives an idea about analysis of importance of customer satisfaction. The study was carried out with the help of quantitative research by using questionnaire & it was designed on keeping in mind the basic of customer satisfaction.

8p guineverehuynh 22-06-2020 20 2   Download

Through the Analysis it is clear that if the companies are able to maintain employee Branding then they will definitely earn profit through the most important factor i.e. satisfaction of employees which is converted into customers satisfaction.

11p guineverehuynh 22-06-2020 35 2   Download