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Models of customer satisfaction

Xem 1-18 trên 18 kết quả Models of customer satisfaction
  • This study attempts to explore the determinants of customer satisfaction when customers purchase cosmetics in-store in Vietnam market. Additionally, this paper also explores the relationship of constructed variables with the main variable - customer satisfaction. This research adopts the quantitative research method.

    pdf14p hieutinhcotu 19-06-2017 38 1   Download

  • Research objectives: To research an overview of e-banking service quality, customer satisfaction, customer loyalty, switching cost, customer trust and the relationship among variables; to develop a research model on the relationship among e-banking service quality, customer satisfaction and customer loyalty affected by intermediate factors including switching cost and customer trust in e-banking sector in Vietnam.

    pdf12p change01 05-05-2016 49 8   Download

  • The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

    pdf10p sansan1 24-05-2018 27 3   Download

  • This research aims to examine a model of relationships among service quality, customer satisfaction, and customer loyalty in the Laos telecommunication sector. That addresses the lack of research of these relationships in terms of research setting and provides information for telecommunication companies in Laos improving their performance and competitive abilities.

    pdf156p change02 06-05-2016 30 2   Download

  • Much has been written in the past few years on Customer Satisfaction measurement models in order to study the relationship between satisfaction and market share, and the impact of customer switching barriers (Fornell 1992) in terms of customer satisfaction Index (CSI). A Customer Satisfaction Index quantifies the level of profitable satisfaction of a particular customer base and specifies the impact of that satisfaction on the chosen measure(s) of economic performance.

    pdf14p moser 04-03-2009 212 32   Download

  • In the past three decades, due to significant liberalization and privatization the entire telecommunications industry has become a dynamic service industry subject to increasing competition with huge growth potential. (Graack, 1996). In recent years, in some Asian countries the number of mobile subscribers even passed the number of fixed-line subscribers (Fink, Matto, & Rathindran, 2003). Hence, the strategic behavior of telecommunications companies has attracted so much attention in recent years, both in the academic literature and in the popular press.

    pdf20p quanghao1991 26-08-2012 70 8   Download

  • A study objective is to identify key factors of QMS (Quality Management System) influencing the organizational performance in pharmaceutical factories getting GMP (Good Manufacturing Practices) certificate. The original research model consists of eight independent factors (leadership, process management, education and training, supplier management, customer focus, employee involvement, product design, and continuous improvement) and three dependent factors related to organizational performance (productivity, product quality and customer satisfaction).

    pdf17p vithomasedison2711 14-08-2019 17 1   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.

    pdf18p moser 04-03-2009 211 22   Download

  • This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context.

    pdf20p danhnguyentuongvi27 18-12-2018 17 0   Download

  • This research is intended to identify influential factors on patient satisfaction with Cần Thơ City-based public hospitals. Through a survey of 425 patients and a quantitative model for evaluating the patient satisfaction, it pointed out three major influential factors, namely responsibility, assurance and especially responsiveness. Of these, responsiveness is the most influential factor.

    pdf6p danhnguyentuongvi27 19-12-2018 8 0   Download

  • The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experience in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention.

    pdf13p mat_vang1 14-01-2019 19 1   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.

    pdf25p kimcang111 31-03-2014 42 7   Download

  • This research took the investors as our empirical investors to discuss the cognition of service quality. We use Confirmatory Factor Analysis (CFA) and the Structural Equation Model (SEM) to analyze the casual relationships between service quality, customer trust, customer satisfaction, and customer loyalty.

    pdf12p kimcang111 31-03-2014 39 5   Download

  • The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

    pdf9p sansan2 26-05-2018 21 3   Download

  • Operations and industrial modeling and management have a long history dating back to the first Industrial Revolution. Scheduling, inventory control, production planning, projects management, control charts, statistical records, customer satisfaction questionnaires, rankings and benchmarking. are some of the tools used for the purpose of better managing operations and services.

    pdf523p conrepcon 13-04-2012 172 90   Download

  • Operations and industrial modeling and management have a long history dating back to the first Industrial Revolution. Scheduling, inventory control, production planning, projects management, control charts, statistical records, customer satisfaction questionnaires, rankings and benchmarking. are some of the tools used for the purpose of better managing operations and services.

    pdf524p transang3 28-09-2012 65 23   Download

  • "Is Six Sigma the exclusive domain of manufacturing and service operations, or can excellence be mandated (and achieved) throughout an entire organization? This refreshing book reveals how to apply the legendary quality assurance program across all departments and processes, creating a permanent, company-wide Six Sigma culture. Author Alan Larson, a Motorola veteran, has created a simple and practical Continuous Improvement model, and offers a strategy for managing the change to Six Sigma-driven operations and philosophy.

    pdf0p orchid_1 27-09-2012 49 8   Download

  • The study, in its fourth year, examines customer satisfaction with original tires at 12 to 18 months of ownership. More than 1,500 owners of 28 different vehicle models participated in the 2004 study, which was fielded from June to August 2003.

    pdf4p dathao 20-10-2009 42 3   Download

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