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Search Results: 1 - 10 of 3805 matches for " Customer Satisfaction "
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Trisno Musanto
Jurnal Manajemen dan Kewirausahaan , 2004,
Abstract: This reseach briefly explains to what extent customer satisfaction has significant influence to the customer loyalty of 'Iklan Jitu' Jawa Pos newspaper in Sarana Media Advertising. Moreover, it also explores variable that give the biggest contribution to the customer loyalty. Four variables are using as customer satisfaction representatives, which are reliability, response to and remedy of problems, sales experience and convenience of acquisition. Finally, the findings shows that sales experience is the biggest contributor to the customer loyalties. Abstract in Bahasa Indonesia : Penelitian ini dimaksudkan untuk mengetahui sejauh mana kepuasan pelanggan mempunyai pengaruh signifikan terhadap loyalitas pelanggan Iklan Jitu surat kabar Jawa Pos pada CV.Sarana Media Advertiseng dan variabel mana yang memberikan kontribusi terbesar pengaruhnya terhadap loyalitas pelanggan. Dalam penelitian ini mengunakan empat variabel untuk mewakili keppuasan pelanggan yang meliputi : reliability,response to and remedy of problems, sales experience dan convenience of acquisition. Dari hasil perhitungan diketahui bahwa sales experience memberikan kontribusi terbesar terhadap loyalitas pelanggan. Kata kunci : kepuasan pelanggan, loyaliras pelanggan.
The Empirical Research of Factors Influencing Share of Wallet in the B2B Market  [PDF]
Aiwu Cheng, Lei Han, Cheng Cao
Journal of Service Science and Management (JSSM) , 2011, DOI: 10.4236/jssm.2011.42020
Abstract: Share of wallet is a key factor in Customer relationship management system (CRM) which is an important application of E-business. Research has found that share of wallet is an important indicator to measure customer loyalty and cus-tomer potential value. On the basis of the existent marketing literatures, this study analyzes the variables influencing share of wallet according the traits of the B2B market. This paper brings forward interrelated hypotheses and concep-tual model,then test the hypotheses with enterprises survey in the B2B market. Finally we use path analysis to find the principal factors influencing share of wallet and the relationships in them. The results of this research provide theo-retical foundation to upgrade CRM management level of the B2B enterprises, and there is a certain reference value to predict share of wallet in customer lifetime value’s (CLV) measurement.
Applying a SERVQUAL Model to Measure the Impact of Service Quality on Customer Loyalty among Local Saudi Banks in Riyadh  [PDF]
Abbas N. Albarq
American Journal of Industrial and Business Management (AJIBM) , 2013, DOI: 10.4236/ajibm.2013.38079

This paper evaluates the impact of service quality underlying the SERVQUAL model on customer loyalty, with customer satisfaction mediating these variables. This analytical study is mainly based on the primary data collected through a questionnaire that was personally administered to 422 individuals selected from five local banks in Riyadh, Saudi Arabia. The findings indicate that improving service quality can help to enhance customer loyalty. Empathy, assurance, and reliability are the service quality dimensions that play significant roles in this equation. The study’s findings indicate that while the respondents evaluate the banks positively overall, there is still room for improvement. Few studies have assessed customer loyalty in Saudi banking. Increased competition between banks means that service quality is increasingly important and bank managers should consider how they can improve customer satisfaction with respect to service quality in order to enhance customer loyalty.


Study on Effects of Regulation by Switching Costs in Mobile Communication Consumption of College Students  [PDF]
Ninghui Xie, Chunyu Zhao, Defeng Yang
Journal of Service Science and Management (JSSM) , 2014, DOI: 10.4236/jssm.2014.76041
Abstract: A theoretical hypothesis that switching costs have effects of regulation is proposed by analyzing relations among switching costs, customer satisfaction and customer loyalty in the field of mobile communication consumption of enrolled college students. Then relevant data are acquired from questionnaires, processed with SPSS 20.0 Statistical Program and subjected to hierarchical regression analysis to test the hypothesis. Finally, it is concluded that, among different dimensions of switching costs, procedural switching costs have a significant effect of regulation between customer satisfaction and customer loyalty, but the financial and relational switching costs have not significant moderating effect. Thus, to improve customer loyalty, operators are suggested to enhance customer satisfaction and procedural switching costs simultaneously.
Customer Satisfaction, Switching Costs and Customer Loyalty: An Empirical Study on the Mobile Telecommunication Service  [PDF]
Noa Willys
American Journal of Industrial and Business Management (AJIBM) , 2018, DOI: 10.4236/ajibm.2018.84070
Abstract: Previous research mentioned that Customer satisfaction and switching cost play an important role on customer loyalty. Based on empirical study, this present research attempts to evaluate the effect of the switching cost on customer loyalty and identify which one among switching cost dimensions and Customer satisfaction has the most influence on customer loyalty; then investigate the moderate effect of switching cost between customer satisfaction and customer loyalty link. To test the theoretical model, 300 questionnaires were self-administered to the subscribers of all mobile telecommunication providers in Madagascar and 273 questionnaires were returned with 253 questionnaires claimed efficient. Then SPSS 20.0 and regression method was used to establish the relationship between the dependent and independent variables. The findings indicate that there is significant relationship between switching cost and customer loyalty, then customer satisfaction and customer loyalty. It is also showed that among the dimensions of switching cost, financial cost has the most influence on customer loyalty. Even though switching cost shows up a strong effect to customer loyalty, it is always proved that satisfaction is the
Holonic Production System to Obtain Flexibility for Customer Satisfaction  [PDF]
Gandolfo Dominici
Journal of Service Science and Management (JSSM) , 2008, DOI: 10.4236/jssm.2008.13027
Abstract: The Holonic Production System (HPS) can be a valid choice to overcome the problems of traditional production sys-tems’ architectures, thanks to its capability to adapt and react to changes in the business environment whilst being able to maintain systemic synergies and coordination. The HPS is made of holons seen as functional production units which are simultaneously autonomous and cooperative. Although the holonic approach could represent a valid solution in order to pursue the necessary levels of agility of production systems, they have been scarcely implemented in practice and even less studied from a business studies perspective. The purpose of this discussion paper is to show the benefits of further research on cases of implementation of HPS from a business organization studies perspective. Very little re-search on this topic has been done outside the field of business engineering and computer science; the study of this topic from a different perspective can shed the light on new aspects and new applications of the theory.
Modeling the Customer Satisfaction Influence on the Long Term Sales: Example with Leading OTC Analgesics INN on National Market  [PDF]
Guenka Petrova, Nikolay Mateev, Dimitar Barumov, Lily Peikova, Maria Dimitrova, Manoela Manova
Modern Economy (ME) , 2013, DOI: 10.4236/me.2013.49060

Background: The customer satisfaction models are used to examine brand loyalty and sales. The utilization of the counter medicines depends directly on the level of knowledge of consumers, preferences and their satisfaction could be considered as an important predictor for their revenue. Objectives: The goal of the current study is to develop a Markov model for assessing the influence of the customer satisfaction on long term sales of leading OTC international nonproprietary names (INNs) of analgesics on the national market. Methods: Two first-order stationary Markov models based on marketing data for OTC analgesics sales and customer satisfaction inquiry, particularly from metamizole (MET), paracetamol (PAR), acetysal (ASA), and ibuprofen (IBU) were created and manipulated. The first model considered the very satisfied customers and the second the very satisfied and the somewhat satisfied customers. Results: MET is the INN with the most loyal customers followed by PAR. The product Markov matrix was derived after multiplications of the matrixes with market share and loyal customers’ probabilities. The steady state is achieved after 17 years for the group of satisfied customers and after 40 iterations for the group of somewhat satisfied. The market fluctuations are more dynamic in the second model probably due to lower determination of customers purchasing behavior. Conclusions: The model allows prediction of the long term changes in sales, differences between the groups of customers and long term marketing fluctuations. It could be useful in companies’ strategic sales management.

Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City  [PDF]
Farzana Rahman, Tanay Datta Chowdhury, Tanvir Haque, Rezwanur Rahman, Aminul Islam
Journal of Transportation Technologies (JTTs) , 2017, DOI: 10.4236/jtts.2017.72008
Abstract: Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers’ perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users’ satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers’ are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users’ possessed a positive attitude for buses which is the low travel cost.
Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia  [PDF]
Bruce Mwiya, Justice Bwalya, Beenzu Siachinji, Shem Sikombe, Hillary Chanda, Moffat Chawala
Creative Education (CE) , 2017, DOI: 10.4236/ce.2017.87076
Abstract: This paper contributes to the service quality literature by applying the service performance (SERVPERF) model in an under-researched Zambian universities context. Therefore, it examines the influence of each service quality dimension on overall service satisfaction and behavioural intentions in terms of loyalty and positive word of mouth. Based on a quantitative correlational design, primary data were collected from 656 senior final year undergraduate students at one public university. The findings indicate that service quality performance dimensions (tangibility, reliability, responsiveness, empathy and assurance) are each significantly positively related to overall customer satisfaction which in turn affects behavioural intentions. For scholars, administrations and policy makers, the study shows that the service performance model is a valid and useful framework for assessing and monitoring how students form their service quality perceptions and behavioural intentions. This paper is the first to extend the service performance model of service quality into the under researched developing country context of higher education in Zambia.
A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets  [PDF]
Mamoun Akroush, Ghazi Samawi, Majdy Zuriekat, Metri Mdanat, Israa Affara, Shuhd Dawood
Theoretical Economics Letters (TEL) , 2019, DOI: 10.4236/tel.2019.92021

This study compares service quality (SERVQUAL) dimensions from customers’ perspectives and examines their impact on customer satisfaction in the mobile service markets of Jordan and Yemen. A questionnaire was distributed to 1400 participants in both countries. Utilizing structural equation modeling (SEM), it was found that the most important SERVQUAL dimensions in the studied countries are: reliability, interaction quality (empathy, assurance, and responsiveness), and tangibles in Jordan; and reliability, assurance-empathy, tangibles, and responsiveness in Yemen. In both samples, SERVQUAL was able to predict customer satisfaction, whereby reliability exerted the strongest effect, and it successfully measured service quality from customers’ perspectives in both countries. Furthermore, the current study provides managers of mobile service operators in both markets with insightful knowledge related to SERVQUAL dimensions and their role in ensuring customer satisfaction. Managing SERVQUAL dimensions relative to consumer needs in targeted markets is essential for business competitiveness and marketing strategies.

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