The determinants and implications of customer satisfaction and. More specifically, the focus is on examining the grouped impact of the factors. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. In an own organization, efforts could be a deciding factor in customer ratings for the quality of service rendered. Evidence from the uae article pdf available in international journal of advanced media and communication 43. Pdf study of customer satisfaction in the banking sector. Thesis submitted in partial fulfillment of the requirements for the degree of master of. To reach this understanding the thesis starts with three research questions based on this purpose on which theory is collected. Customer satisfaction, productivity, and profitability. Customer satisfaction and loyalty are the most important factors that affect the automotive industry. In this approach, customer needs come before the immediate gain of a business, and customer knowledge guides product development, business. The relationship between service quality and customer.
A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. The impact of website quality on customer satisfaction. There is a positive impact and significant relationship between the customer satisfaction and two variables service quality and customer loyalty, and also there is a negative relationship between security and customer satisfaction. Sarmiento chapter 1 introduction to the study this chapter is divided into five parts.
A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in businesstobusiness. Determinants of customer satisfaction in conventional insurance services. Based on the constructed model of customer satisfaction process. Effect of customer service on customer satisfaction, a case study of fidelity bank, adum, kumasi by enyonam afi akonai pg3030509 a thesis submitted to the institute of distance learning, kwame nkrumah university of science and technology in partial fulfilment of the requirements for the degree of commonwealth executive masters of business. Bank of america essay the decisions they make influence every single customer of bank of america. In this study, a research on customers satisfaction will be conducted on online banking services provided by both domestic and foreign commercial banks in malaysia. Customer satisfaction projects, thesis, dissertation. Specifically, the thesis used lake kivu serena hotel as a case study.
It has been observed that customer satisfaction is pleasurable contentment and the factor, customer dissatisfaction, is argued as nonpleasurable contentment. City bus experienced the greatest decrease in satisfaction for any mode from 7. The relationship between customer satisfaction and service. His guidance helped me during the time of research and writing of this thesis. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms. An abstract of a thesis submitted in partial fulfillment. Importance of the statements in terms of internal customer service38. The evolution and future of national customer satisfaction index models1 by michael d. Three essays on the customer satisfactioncustomer loyalty. Investigating factors that can have an impact on customer loyalty an empirical study of ikea. Investigating factors that can have an impact on customer. Making the customer satisfaction a priority calls for leaving no stone unturned to provide effective and efficient services for the satisfaction of customers. Moreover, this thesis studies the factors that influence customer satisfaction and.
Customer satisfaction and service quality in uk financial services abstract this paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large uk bank. The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan business school, ann arbor, michigan 481091234, usa b university of karlstad, service research center, 651 88 karlstad, sweden c nowegian school of management bi, p. The relationship between service quality, customer. The relationship between service quality, customer satisfaction and customer loyalty. Customer satisfaction free essay example studymoose. More than 1,200 hoosiers were surveyed and we obtained responses from at least 200 people in each of the six indot districts. On the other hand, customer service can be considered as an innate element of industrial products. Journal of service quality and customer satisfaction in transportation pages.
His work as the president and ceo resulted in the improvement of customer satisfaction by 29% and the increase of the total shareholders returns. This master thesis is the end result of exploring the relationship between service quality and customer loyalty within the automotive industry. Effects of customer satisfaction and loyalty on sales revenue. The findings confirm the significance of staff satisfaction and service quality, suggested by the service profit chain literature, but. Factors affecting job satisfaction of employees in a public institution submitted by seda unutmaz in partial fulfillment of the requirements for the degree of master of science in industrial engineering department. This thesis seeks to clarify the above mentioned statement by outlining the role of. A thesis submitted to the institute of distance learning, kwame nkrumah. Analysis customer satisfaction of food service in commons. Customers will also demand a clear statement of product acquisition. This chapter introduces the online banking services, the benefits as well as the problems of using online banking, and customer satisfaction. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context.
Building a brand that serves customers wholeheartedly and that is genuine, personal and compassionate will create a memorable customer experience. Company x, 39 pages, 1 appendix saimaa university of applied sciences faculty of business administration, lappeenranta. In recent years, a sharp increase in the number slp website of academic studies around the use of video games thesis on customer satisfaction model and new media essay service learning for educational purposes critical thinking essay help has greatly. Customer satisfaction in the higher education industry. I could not have imagined having a better advisor and mentor for my study. A customer perception and satisfaction survey for a chinese buffet. The work of this person is very significant as it deals with the responsibility for.
The banks general statement which is more of a vision is stated as we focus on. This thesis was commissioned by leino imports turku. Various methods that have been widely used to measure customer satisfaction and the outcome results of having loyal customers are presented. This is the path to gaining a competitive advantage over other organizations in the same industry. Online stores are striving to increase customer satisfaction with their services but the presence of technical factors alone does not render customer satisfaction, consumer and business factors also need to be considered zeithaml, parasuraman, and malhotra, 2002. Its remains noted that feelings can be found within the prepurchase, purchase and publishpurchase phase of interactions. This means that the prior studies this research leans on come from literature concerning customer satisfaction and service quality in contact centers. A number of studies have confirmed the importance of customer satisfaction on firm profits. This thesis has been written for a master of science degree in marketing and e. This really makes all interactions a ongoing cycle liljander and strandvik, 1996 therefore making. Following on from the success of our top 25 positive words and phrases article, weve put together even more positive words and phrases for you and your customers to enjoy here are some positive words and phrases you can add into almost any customer conversation to boost customer satisfaction and offer advisors variety, so they are not constantly repeating the same phrases. Customer satisfaction survey for an ecommerce company.
A study of customer satisfaction with online shopping. Customer satisfaction, product quality and performance of. Today, great customer service is essential for the success of your business. Effects of customer satisfaction on the companys sales. Analysis of customer loyalty through total quality service. The chief operating officer of bank of america is milton h. Building good relationship in order to increased customer satisfaction is valuable, because it. The company was established with a vision of brighter communication future for the customers. Analysis of customer needs and service quality at a liner. With this master thesis i complete the master program innovation and entrepreneurship at the university of twente, the netherlands. The definitions stated above show that the extent to which customer requirements are met determines customer satisfaction and the degree of meeting them then becomes the degree of product quality.
This thesis discusses and studies service quality and customer satisfaction in. The relationship between customer satisfaction and service quality. The statements with which respondents disagreed most were about. This thesis is brought to you for free and open access by the thesisdissertation collections at rit scholar works. New research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos time should be spent interacting with customers, and how. Towards the development of a valid and reliable evaluation instrument for restaurant services windion g. No previous research has been made in this area of studies in the company intensively growing demand among customers. The publishpurchase phase really is input for the next prepurchase phase. Pdf investigating the mediation role of customer satisfaction. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. During working on this thesis, we have learned a lot.
This thesis aims to increase the understanding for how customer satisfaction is created in businesstobusiness relationships in the copying machine and it sector. The association between customer satisfaction and customer loyalty is one of the. Disterer 20 states that with the expanding of the criticalness of data innovation, and there is an earnest requirement for satisfactory proportions of data security management. Effects of customer satisfaction on the companys sales success andreas deptolla intermediate diploma thesis computer science commercial information technology publish your bachelors or masters thesis, dissertation, term paper or essay. Customer satisfaction pdf thesis proposal i help to study.
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