Search results
1 – 10 of over 71000Mark M. Davis and Janelle Heineke
The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has…
Abstract
The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has paralleled the literature on general service satisfaction, in which the relative importance of actual performance, perceived performance, and the disconfirmation between expected performance and perceived performance has been the subject of much debate. This paper presents an empirical study of satisfaction with waiting for service in a fast food environment. The study demonstrates that actual waiting time, perceived waiting time, and the disconfirmation between expected waiting time and perceived waiting time are all related to satisfaction with the waiting experience. It further demonstrates that the relative importance of each of these variables in predicting satisfaction depends on the differences in the needs of the customers. The implications for both theory and practice are significant: the importance of the perception of the experience increases as the importance of the satisfaction measure increases. More specifically, for customers who are concerned about time, the perception of the time spent waiting is a better predictor of satisfaction than the actual waiting time.
Details
Keywords
Marta Pedraja Iglesias and M. Jesus Yagüe Guillén
The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining…
Abstract
The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.
Details
Keywords
Choon Seong Leem and YongKi Yoon
The importance of software has been growing rapidly owing to the development of various Internet and e‐business applications. One of the active research areas in software involves…
Abstract
The importance of software has been growing rapidly owing to the development of various Internet and e‐business applications. One of the active research areas in software involves its evaluation methods or models. The traditional approaches to software evaluation are based on the development process point of view, and their major concerns are not strongly related to user or customer‐oriented evaluation of software. In this paper, a maturity model and a corresponding evaluation system are suggested that focuses on software customer satisfaction. As a case study, they are applied to 18 software companies and their 180 customers in Korea to prove their practical values.
Details
Keywords
Ronald J. Burke, James Graham and Frank J. Smith
Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.
Abstract
Purpose
Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.
Design/methodology/approach
Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures.
Findings
The data indicated generally positive and statistically significant relationships between employee satisfaction and customer satisfaction. Customers reported greater service satisfaction with branches or stores whose employees indicated higher levels of work and employees' satisfaction.
Originality/value
Implications for the delivery of high quality customer service are offered.
Details
Keywords
Scott M. Broetzmann, John Kemp, Mathieu Rossano and Jay Marwaha
Customer satisfaction managers tend to be more concerned withsimply measuring customer satisfaction than actually using the resultinginformation to build a business case for the…
Abstract
Customer satisfaction managers tend to be more concerned with simply measuring customer satisfaction than actually using the resulting information to build a business case for the improvement of service quality. Presents a simple methodology that any organization can use to move from measuring customer satisfaction to managing service quality using a four‐step procedure based on research; market damage assessment; action plan formulation; and policy implementation.
Details
Keywords
Tianxiang Sheng and Chunlin Liu
Over the past few years, e‐commerce has become increasingly popular in China. Recent research has shown that it is widely accepted that customer satisfaction and loyalty for…
Abstract
Purpose
Over the past few years, e‐commerce has become increasingly popular in China. Recent research has shown that it is widely accepted that customer satisfaction and loyalty for online purchases is lower than that for shopping in more traditional ways. How to maintain and increase the satisfaction and loyalty of online customers is a challenging issue for online retailers. The purpose of this paper is to try to understand what affects customer satisfaction and loyalty.
Design/methodology/approach
A new conceptual model of customer satisfaction and loyalty in online purchases is developed, where four dimensions of e‐service quality – efficiency, requirement fulfillment, system accessibility, and privacy – are the four predictors from Parasuraman's E‐S‐QUAL. A partial least square estimation algorithm was then applied to analyze data from a sample of 164 online buyers from a range of backgrounds. Goods purchased include furniture, books, clothes, software, and digital products.
Findings
The results indicate that efficiency and fulfillment have positive effects on customer satisfaction, and fulfillment and privacy have positive effects on customer loyalty. However, the remaining factors have no significant effect on either customer satisfaction or customer loyalty. In addition, customer loyalty is positively affected by customer satisfaction.
Originality/value
The paper finds that the service quality must be analyzed from different aspects only to find that the requirement fulfillment has relatively great effect on customers' satisfaction and loyalty, the system accessibility has no effect on both, the efficiency has positive effect on customers' satisfaction and the privacy has positive effect on customers' loyalty. As these results are inconsistent with previous research achievements to some extent, this paper tends to provide some explanation.
Details
Keywords
Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they…
Abstract
Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they can keep. Success is largely about retention of customers, which again depends on CS level. It would be a great help to be able to comprehensively measure the quality of product and service, by relating the measures of quality to real customer behaviour. Some companies get feedback about CS through the percentage of complaints, some through non‐systematic surveys, again some do not measure CS at all, because “the system would not add anything useful and is very time‐consuming”. Give three managers in the same company the same objective: to improve CS, however it may be measured, and they will come up with three distinctly different and incompatible plans. CS requires a number of ingredients, all of which need to be considered. Aims to develop and simplify measurement systems by using a general formula that makes quantitative measurement of CS possible. Considers four important aspects that have a negative or positive influence on profitability related to CS.
Details
Keywords
N. M. Vipulkumar, Cherian Thomas and Ibha Rani
Any banking institution’s success depends heavily on customer satisfaction. Understanding and evaluating customer satisfaction has become crucial with the rise of small finance…
Abstract
Any banking institution’s success depends heavily on customer satisfaction. Understanding and evaluating customer satisfaction has become crucial with the rise of small finance banks (SFBs) in India, which serve the underserved and unbanking segments of society. In the context of SFBs in India, this chapter aims to examine the variables affecting customer satisfaction as well as how it affects these banks’ overall performance and sustainability. This study will help us better understand the dynamics of customer satisfaction in the Indian financial landscape by examining the particular difficulties and opportunities that SFBs face.
Details
Keywords
Li‐Wei Mai and Mitchell R. Ness
Analyses customer satisfaction with mail‐order speciality foods in the UK and examines the relationship between satisfaction with eight attributes of mail‐order speciality food…
Abstract
Analyses customer satisfaction with mail‐order speciality foods in the UK and examines the relationship between satisfaction with eight attributes of mail‐order speciality food and their association with overall satisfaction and likelihood of future purchase. Univariate analysis reveals that a high proportion of mail‐order customers experience satisfaction with each of the eight mail‐order attributes, reflected in a high proportion of customers who are satisfied overall and who intend to repurchase the products in the future. Canonical correlation analysis reveals a statistically significant relationship between one set of variables, overall satisfaction and likelihood of future purchase, and another set of variables, the eight mail‐order attributes. Consequently the results indicate that customer satisfaction is associated with service aspects of mail‐order such as the order process and delivery service as well as physical product attributes such as product quality.
Details
Keywords
There are two objectives of this study: to analyze gaps in customer satisfaction and to test the customer loyalty gap on the basis of the reputation of Busan New Port. This study…
Abstract
There are two objectives of this study: to analyze gaps in customer satisfaction and to test the customer loyalty gap on the basis of the reputation of Busan New Port. This study identifies the relationships between variables as well as the conceptual and operational definitions using prior research. Data was collected from 93 members of the International Freight Forwarders Association. The reliability and validity of the data was analyzed and the relationships between the variables were tested by analysis of covariance. The results are as follows: First, the reputation of Busan New Port means the abilities in which the port provides valuable benefits to international freight forwarders. The analytical results show that there is a gap in customer satisfaction between high- level and low- level reputation. Second, the levels of reputation are based on the gap in customer loyalty. This means that there are gaps in the friendly attitude of international freight forwarders and sustainable usage on the basis of the varying levels of port reputation.
Details