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Customer satisfaction and retention: The experiences of individual employees
Abstract
The purpose of this study was to explore how the employees of a company experience the concepts of customer satisfaction and retention. A phenomenological method was used, allowing the informants’ own interpretations to be discovered. Satisfaction was discussed from three perspectives: definition of the concept, how to recognise when a customer is satisfied, and how to enhance satisfaction. The informants’ experience pertaining to these three categories varied, and a total of seven ways to define, recognise or enhance satisfaction were discovered. These were: service, feeling, chemistry, relationship and confidence, dialogue, complaints and retention. All except the first two of these categories of experience were found to enhance retention, implying that the informants have found that strategies for enhancing both satisfaction and retention are similar. The strongest connection between retention and satisfaction strategies turned out to be in terms of relationship and confidence.
... That is the definition of customer satisfaction. Hansemark and Albinson (2004) define satisfaction as "an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some needs, goals, or desire" (Hansemark and Albinson, 2004) Customer satisfaction can be defined as "an emotional reaction to the difference between what customers anticipate and what they receive." ...
... That is the definition of customer satisfaction. Hansemark and Albinson (2004) define satisfaction as "an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some needs, goals, or desire" (Hansemark and Albinson, 2004) Customer satisfaction can be defined as "an emotional reaction to the difference between what customers anticipate and what they receive." ...
The study aims to highlight the critical role of HR practice in shaping tourist experience and satisfaction, ultimately contributing to the success and reputation of tourism enterprises. Additionally, it aims to understand how eff ective HR management influences the overall experience and satisfaction of tourists. Using a mixed-methods approach, data was collected from 112 employees and tourists in Lebanese resorts. Structural Equation Modelling revealed significant relationships between HRP and employee satisfaction and performance. Employee satisfaction strongly correlated with tourist satisfaction, while employee performance showed a weaker correlation. Notably, tourists prioritized employee friendliness over professional expertise. This study contributes to the literature by highlighting the importance of employee attitude in shaping tourist experience in a developing country context. The findings have implications for HR strategies in the tourism industry, emphasizing the need to focus on fostering positive employee attitudes alongside professional skills.
... This satisfaction is developed through the process of accumulation and experience during the purchase or utilization of products and services provided by a business. Scholars describe customer satisfaction as the comprehensive attitude held by a customer towards a service provider, encompassing an emotional response that arises from the perceived variance between the customer's anticipated outcome and the actual outcome received in terms of meeting a particular need, goal, or desire [14]. Consequently, it can be understood that, following the purchase and utilization of specific products and services, customers engage in a cognitive comparison between their initial expectations and the realized reality. ...
... Customers' ability to return or exchange products significantly affects their satisfaction with an online store. Difficulties in this process can lead to dissatisfaction and deter future purchases [14]. Conversely, when customers experience comprehensive support and easy returns/exchanges, they feel valued and cared for, enhancing their satisfaction and likelihood of returning for future purchases [31]. ...
Today, the retrieval of goods, production waste, and packaging is a common phenomenon that both traditional and online manufacturers, wholesalers, retailers, as well as logistics service providers frequently have to deal with. In the e-commerce, the retrieval of products plays a critical role in improving customer satisfaction. Consequently, numerous businesses and scholars are keen on comprehending the role of reverse logistics operations. This research has a primary focus on investigating how reverse logistics impacts the shopping experience of e-commerce customers. The study employed empirical methods and quantitative analysis with a sample size of 203 observations. The study’s findings demonstrated a positive correlation between different aspects of reverse logistics and the shopping experience and satisfaction of e-commerce customers. Moreover, it was revealed that the shopping experience acts as a mediator in the relationship between reverse logistics and customer satisfaction. Based on these findings, this research seeks to assist businesses in enhancing the quality of their reverse logistics services and optimizing overall logistics operations in e-commerce.
... (Sembiring and Suharyono 2014) found the service quality has a significant positive effect on customer satisfaction. (Hansemark and Albinsson 2004) satisfaction is an overall customer attitude towards a service provider or an emotional reaction to the difference between what customer's anticipate and what they receive, regarding the fulfillment of some need, goal or desire. Customer satisfaction is found to be positively correlated with customer loyalty (Hallowell 1996). ...
This study aims to ascertain the factors influencing customer satisfaction and trust in insurance companies in Bangladesh, while also identifying the underlying reasons for the erosion of customer trust in insurance services from a managerial perspective. The research adopted an empirical survey design, incorporating a questionnaire that featured an interview component, with participation from 250 individuals. The analysis of partial least squares structural equation modeling (PLS-SEM) was conducted utilizing Smart-PLS 4.0 software, which facilitated the assessment of frequency, reliability, validity, and hypothesis testing. In the customer survey, an empirical and descriptive method was employed from a managerial perspective. A positive correlation was observed between the SERVQUAL characteristics of tangibility, responsiveness, empathy, and assurance of service quality, alongside the satisfaction and trust exhibited by customers. The findings of the study indicate that the relationships between Assurance and overall customer satisfaction (t=4.463, β=.072, p<0.05), Empathy and overall customer satisfaction (t=2.167, β=0.067, p<0.05), responsiveness and overall customer satisfaction (t=2.512, β=.069, p<0.05), tangible and overall customer satisfaction (t=4.299, β=0.058, p>0.05), as well as the relationship between overall customer satisfaction and Trust (t=18.258, β=0.04, p>0.05) exhibit statistical significance. Furthermore, the association between reliability and overall customer satisfaction (t=1.066, β=0.079, p>0.05) is statistically significant. Additional evidence indicating customer dissatisfaction with products exhibiting varying levels of dependability is the observed negative correlation between dependability and satisfaction. The findings of this study indicate that the reliability of insurance plans does not influence the level of satisfaction that customers perceive they have attained. Upon comparison with the acceptance criterion of 1.96, the T statistic for the reliability hypothesis H2 is determined to be 1.066, which is below the specified value. The P value of 0.286 exhibits a considerable divergence from the established threshold of significance, which is set at 0.05. Both of these numbers fall below the requisite conditions necessary for acceptance. The primary limitation of the study pertains to the restricted geographical scope of the research conducted. The research presents numerous implications for researchers, insurance providers, leadership groups, customer service representatives, stakeholders, and customers in identifying and assessing the factors that influence the quality of insurance services. This understanding is essential for the formulation of strategies and policies aimed at enhancing insurance services.
... Satisfaction is an individual's sense of wanting, and thus the satisfaction level relies upon that sense (Oliver, 1997). Hansemark and Albinsson (2004) contend that customer satisfaction is customer attitude towards suppliers regarding what to anticipate with the actual outcome they get. Customer satisfaction, as defined by Kim, Park and Jeong (2004), is customer's response to the satisfaction state, and customer's assessment of satisfaction level. ...
The goal of this study is to achieve the points to consider in investing with the two saving methods by sampling consumers' empirical experiences within the City of Makati to identify positive preferences and to examine the impact of bringing digitalization into the banking industry. Identifying the best and worst features of both saving methods should lead individuals to better banking strategies and creating wiser financial decisions. Design/Methodology/Approach-Quantitative Comparative Analysis to systematically investigate the differences of digital and traditional saving methods. The research tool of this study is a questionnaire and prepared under broad considerations aimed to ensure that objectives of the study are reflected well. The test of assumptions namely normality and homogeneity were used to justify the use in the analysis of data. Findings-This study concluded that there were no significant differences between residents of Makati City on digital and traditional saving options. This is because both options offered similar services and increasingly aligned their offerings in terms of saving accounts, interest rates and fees including the individual preferences and service satisfaction. Research Limitations-The study is limited to individuals aged 18-65 years in Makati City. Future researchers may opt to target a different age group of respondents or focus on specific group (i.e., Millennial). Practical Implications-This study shows the comparative study of these two different digital saving methods considering factors like the user's experience. Some users may find digital savings appealing due to their convenience and higher interest rates, while others may prefer the personal interaction and perceived security of traditional savings. Originality/Value-This research study added a new perspective on perceived benefits, user experience and satisfaction. It also provides a comparison between the digital and traditional savings method.
... Satisfaction is an individual's sense of wanting, and thus the satisfaction level relies upon that sense (Oliver, 1997). Hansemark and Albinsson (2004) contend that customer satisfaction is customer attitude towards suppliers regarding what to anticipate with the actual outcome they get. Customer satisfaction, as defined by Kim, Park and Jeong (2004), is customer's response to the satisfaction state, and customer's assessment of satisfaction level. ...
Purpose-The goal of this study is to achieve the points to consider in investing with the two saving methods by sampling consumers' empirical experiences within the City of Makati to identify positive preferences and to examine the impact of bringing digitalization into the banking industry. Identifying the best and worst features of both saving methods should lead individuals to better banking strategies and creating wiser financial decisions. Design/Methodology/Approach-Quantitative Comparative Analysis to systematically investigate the differences of digital and traditional saving methods. The research tool of this study is a questionnaire and prepared under broad considerations aimed to ensure that objectives of the study are reflected well. The test of assumptions namely normality and homogeneity were used to justify the use in the analysis of data. Findings-This study concluded that there were no significant differences between residents of Makati City on digital and traditional saving options. This is because both options offered similar services and increasingly aligned their offerings in terms of saving accounts, interest rates and fees including the individual preferences and service satisfaction. Research Limitations-The study is limited to individuals aged 18-65 years in Makati City. Future researchers may opt to target a different age group of respondents or focus on specific group (i.e., Millennial). Practical Implications-This study shows the comparative study of these two different digital saving methods considering factors like the user's experience. Some users may find digital savings appealing due to their convenience and higher interest rates, while others may prefer the personal interaction and perceived security of traditional savings. Originality/Value-This research study added a new perspective on perceived benefits, user experience and satisfaction. It also provides a comparison between the digital and traditional savings method.
... If e-commerce wants to hold a strong position in the market after its emergence, it must acquire customer satisfaction and win consumers' trust and hearts. Customer satisfaction is their attitude toward a service provider or their emotional response to a discrepancy between their expectations and fulfilling a need, objective, or desire (Hansemark and Albinsson, 2004). It is measured by contrasting the product's actual performance or result with customer expectations (Kotler, 2018). ...
E-commerce is the foundation of the digital economy across countries. In recent years, many e-commerce and online business platforms have emerged in Bangladesh, but only a few have sustained customer satisfaction. The main objective of this study was to determine the level of customer satisfaction with e-commerce services and the various factors responsible for customer satisfaction. This study also attempts to determine the service quality of e-commerce in Bangladesh. It considers a mixed research approach (both qualitative and quantitative) by following a structured questionnaire (quantitative approach) and in-depth interviews using a checklist (qualitative approach). Both primary and secondary sources were used to obtain the data for this study. This study shows that online customers are mostly satisfied with e-commerce services. In this case, the home delivery system, secured online transactions, cash on delivery, product variety, product quality, etc., are the main factors behind customer satisfaction. For sustainability of customer satisfaction, the study recommends some measures, such as strictly maintaining delivery time, preserving customers' personal information, being more customer friendly, ensuring a secured online payment system, and a proper monitoring system to detect the cheating of online stores to gain the faith of online customers.
... Consumer satisfaction is a fundamental idea that reflects people's overall attitude, primarily by comparing their expectations with the actual experiences they receive from service providers (Hansemark & Albinsson, 2004). This satisfaction is the product of cumulative emotional response, where prior feelings merge with either confirmed or disconfirmed expectations (Oliver, 1980). ...
... Customers can feel this satisfaction after consuming the product. Hansemark & Albinsson (2004) stated that Customer Satisfaction shows an attitude towards a service provider, or is an emotional reaction to several differences that customers expect with those received by customers. Customer Satisfaction is a customer evaluation of services and products, whether they have met customer expectations and needs. ...
Abstract
Purpose: This study aims to analyze the effect of Service Quality and Trust on Customer Loyalty with Customer Satisfaction as an intervening in the Alodokter Health Service Application in Surabaya. The object of this study is individuals who have and have used the Alodokter Health Service Application, especially those in the city of Surabaya.
Method: This research is a causal research using non-probability sampling techniques with purposive sampling. Respondents in this study are respondents who are at least 17 years old, domiciled in the city of Surabaya, who own and have used the Alodokter Health Service Application more than once in the last six months to one year. The data analysis tool used in this study is Partial Least Square with the SmartPLS 3.0 program application.
Result: The results of this study show that Service Quality has a positive and significant effect on Customer Satisfaction. Trust has a positive and significant effect on Customer Satisfaction. Customer Satisfaction has a positive and significant effect on Customer Loyalty. Service Quality has a positive and significant effect on Customer Loyalty. Trust has a positive and significant effect on Customer Loyalty. Service Quality has a positive and significant effect on Customer Loyalty mediated by Customer Satisfaction. Trust has a positive and significant effect on Customer Loyalty mediated by Customer Satisfaction.
... Customer satisfaction pertains to how well a product or service satisfies or surpasses a customer's anticipations (Hansemark & Albinsson, 2004). It is influenced by both the customer's emotional response and their assumptions about the product or service (Oliver, 1980). ...
The proliferation of internet telecommunication services, smartphones, and mobile apps has revolutionized the food delivery industry, especially through online-to-offline models. This study examines the factors influencing customer satisfaction and reuse intentions in India’s rapidly growing FDA market, accelerated by the COVID-19 pandemic. By integrating Expectation Confirmation Theory and e-SELFQUAL model, the research explores the effects of self-service quality, price, food quality, and advocacy on consumer behavior. Using data from 279 respondents and structural equation modeling for analysis, the findings reveal that food quality and online purchasing experiences significantly impact positive consumer behavior toward FDAs. The study uncovers the inverse relationship between price and food quality as critical antecedents to self-service quality and satisfaction. Additionally, it identifies the mediating roles of satisfaction and advocacy. The novelty of this research lies in its integrated theoretical framework, which provides a comprehensive understanding of FDA users’ purchase decisions, promoting FDA reuse and advocacy
... E-Satisfaction. Hansemark and Albinsson (2004) define e-satisfaction as a goal or desire reflected in the customer's attitude towards buying and selling activities or emotional interactions regarding what customers expect online and what they get. Ahmad (2017) defines e-satisfaction as the relationship between website users and online sellers. ...
This research aims to test the Influence of e-satisfaction, e-service quality, and e-trust on the e-loyalty customer marketplace Shopee. The approach used in this research is quantitative, with a casual associative research type. The sampling method used nonprobability sampling with a purposive sampling method for 384 users of the Shopee marketplace application. Data collection uses a Google Form questionnaire distributed on WhatsApp, Instagram, and Facebook—data analysis using SmartPLS 4.0 software. The result found that e-service quality, e-trust, and e-satisfaction are essential to developing e-loyalty toward customers in Shopee's marketplace. This study also found that e-satisfaction has a role in building e-trust.
... Researchers like Kotler (2000), Hoyer and Macinnis (2001) and Hansemark and Albinsson (2004) identify satisfaction as a customer's overall attitude or behavior towards a service provider or an emotional reaction towards the difference between what the customers expect and what they receive in terms of fulfilling some want, need, or goal. It constitutes a positive psychological state expressing, explicitly or not one's contentment (Lehu, 2004). ...
In a connected world, the consumer has become an actor, informed and has access to all types of information. He can express his opinions, his experiences and seeks to acquire more control and power, which gives him meaning in his consumption (Moussafir and Qmichchou, 2021). According to Pruche (2014), consumer empowerment is associated more particularly with the development of e-commerce, which not only allows access to information but also facilitates the comparison of offers and makes the consumer more autonomous in its decision-making process. Through this academic work, we sought to know the relationship between consumer empowerment and satisfaction while specifying the role of the online experience towards the brand. The results of a survey carried out among 300 Tunisian Internet users subscribed to the online brand community "Mabrouk" reveal that the relationship between empowerment-satisfaction and online empowerment-experience towards the brand is significant, while the relationship between online experience and satisfaction is not significant.
... If performance exceeds expectations, the customer will be highly satisfied or delighted. Hansemark and Albinsson (2004) further stated that the definition of customer satisfaction as a whole shows the attitude towards the service provider, or an emotional reaction to the difference between what customers expect and what they receive. ...
PT Bank Syariah Indonesia has become one of the banking companies which currently has problems that have reduced public distrust. Therefore, this study will look for the influence of customer relationships and reference groups on customer loyalty and customer satisfaction as intervening variables at PT Bank Syariah. Collecting data in this study using quantitative methods. The results of the research show that Customer Relationship has a very large influence on Customer Loyalty. Likewise, Reference Groups also have a very significant influence on Customer Loyalty. So it can be said that Customer Relationship and Reference Groups are very important to be maintained by Pt. Islamic Bank.
... -The physical environment, including factors such as color, aroma, and interior layout, also influences consumers' emotions and behavior, as discussed by Baker et al. (1994) and Turley & Milliman (2000). 4. Consumer Satisfaction - Hansenmark & Albison (2004) and Bitzer & Zeithaml (2003) explain that consumer satisfaction occurs when their expectations are met after using a product or service. ...
p>This study aims to analyze the influence of food quality, price, location, and environment on consumer satisfaction at Daja House Restaurant in Lampung City. The study was conducted with customers who had visited the restaurant at least three times within a six-month period. The research used a quantitative method with purposive sampling, targeting Daja House Restaurant customers. Data was collected through questionnaires distributed via Google Forms. A total of 55 valid responses were received. The data was then processed using SmartPLS 4.0 software for testing indicator validity, variable reliability, and the research model using R². The results showed that food quality had no significant effect on consumer satisfaction. However, location and environment were found to have a positive influence on consumer satisfaction, and price also had a positive effect on consumer satisfaction. Based on these findings, the study recommends that the restaurant's management pay more attention to the location and environment in terms of the restaurant's facilities and atmosphere to attract more consumers. In addition, the price should remain affordable to maintain consumer satisfaction. Therefore, the management should continue to ensure that the prices offered to consumers are reasonable.</p
... Roozen and Katidis (2019), for example, demonstrate that a positive shopping experience creates customer satisfaction. Satisfied customers are generally willing to pay more, are less likely affected by competitors, and, thus, more loyal toward the current retailer (Hansemark and Albinsson 2004). ...
In the development of the Internet of Things, smart shopping carts present a digital innovation that can realize cost-cutting potential and improve the shopping experience. The impact of smart shopping carts on customers' shopping experience is analyzed in stationary grocery retailing. We explore first whether customers are willing to use these technological innovations, specifically smart shopping carts. Second, the effect of smart shopping carts on customers' shopping experiences is evaluated. For this, we employed a mixed method approach combining a survey study and an interview follow-up study. A purposive sampling recruited 291 stationary grocery shoppers. A variance-based structural equation analysis tests the research model for the adoption of smart shopping carts and their relevance to customers' shopping experience. Next, 22 interviews were conducted with grocery shoppers following an intervention approach. Customers are willing to use smart shopping carts when shopping for groceries in stationary retailing. Customers focus on the ease of use and usefulness of the shopping carts, whereas privacy risk and temporary enjoyment are less relevant. However, our empirical results show that affective, social (employee), and physical components predominantly shape the shopping experience compared with the technical component of smart shopping carts. Smart shopping carts similarly affect the cognitive component and the social (customer) component. In contrast to other digital retail innovations, customers seem to value utility of smart shopping carts above else. Stationary retailers can, thus, focus their introduction of smart shopping carts on countering technology anxiety and highlighting customer benefits of shopping comfort and reduced checkout times.
... Customer retention according to Ahmad and Buttle (2001) refers to the maintenance of continuous trading relationships with customers over a long term. Hansemark (2004) also define customer retention as an obligation by a customer to transact business with a particular firm on a regular basis. Mean while, Molapo and Mukwada (2011) ascertained that firms are all out to frustrate attempts by customers to switch customers and indirectly retain them. ...
This paper is to study customer relationship management and customer retention in the banking sector. The specific objectives are to: determine the relationship between service quality and customer retention; investigate the relationship between technology adoption and customer retention; access the relationship between complaint handling and customer retention in the banking sector. A descriptive survey research design was adopted through the questionnaire. Customers of three selected banks: Access/Diamond bank, Guarantee trust bank and Zenith bank constituted the study population. The sample size was 300 which were selected using homogeneous purposive sampling. Primary data used for the study were gathered through a structured questionnaire. Data gathered were analyzed using the Pearson product-moment correlation. The result showed that there is the relationship between service quality and customer retention; furthermore, it showed that there is the relationship between technology adoption and customer retention and finally, it showed that there is the relationship between complaint handling and customer retention. Thus, the study concluded that customer relationship management is positively related to customer retention in Akure Metropolis.
... On the basis of EDT theory, expectations of IUT students are based on their beliefs about the quality of engineering education the university provides. On the other hand, and in regard to the fulfilment of customer's needs, goals or desires, Hansemark and Albinson (2004) posit that satisfaction becomes an overall customer attitude towards a service provider like IUT or an emotional reaction to the difference between what customers anticipate and what they receive [28]. In the satisfaction literature studies, a number of theoretical approaches have been developed to expound the relationship between satisfaction (positive disconfirmation) and dissatisfaction (negative disconfirmation). ...
This empirical study sought to determine the levels of satisfaction among engineering students enrolled at a multicultural international institution in Bangladesh with a reputation for excellence. An assortment of first- and fourth-year undergraduate students participated in the study by completing an online survey. The study focused on selected determinants namely; support services (SS), campus life (CL), economic factors (EF) and University corporate image (CI). The researchers used a survey research design (SRD) to illuminate students’ opinions and views. A multiple regression analysis (MRA) was used to regress opinions of 326 respondents who participated in the study. The disproportional stratified random sampling was used to determine the samples. The study was guided by two hypotheses. The study analyzed predictors of student satisfaction with academic services by employing standard multiple regression analysis. The findings showed that the four determinants SS, CL, EF and CI were statistically significant to predict students’ satisfaction levels [F(4,321) = 143.786, p < .001]. It was empirically discovered that Support Services had the highest impact to the model [β = .496, p < .05] followed by university Corporate Image [β = .365, p < .05]. The findings showed that Campus Life and Economic Factors were not statistically significant (p>.05) in the model of predictors implying that they do not influence students’ satisfaction levels on their academic career at the university. The researchers recommend that in order to maintain students’ satisfaction levels on their academic experiences, universities should consolidate on support services provided to the students as well as improving their corporate image and world view.
... Due to the heightened sense of emotion experienced with customer delight, attitudinal loyalty is expected to increase and so too repeat purchases (Ladhari et al., 2017;Coetzee and Coetzee, 2019). This relational dynamic is at the heart of satisfying customers, building trust and retaining them over time (Morgan and Hunt, 1994;Hansemark and Albinsson, 2004;Lin et al., 2018). Therefore, due to delight being a heightened sense of satisfaction (Finn, 2012), we expect that increased levels of both delight and satisfaction will result in increased levels of loyalty towards the RLP. ...
This study investigates the impact of value preferences on relational outcomes such as loyalty and repeat purchase behaviour that customers of financial institutions (FIs) have towards their rewards and loyalty programs (RLPs). Using a structural equation model, the results indicate that utilitarian, hedonic and symbolic value drivers are all positively associated with perceptions of delight, satisfaction, trust, attitudinal and behavioural loyalty. Symbolic value drivers were found to have a particularly strong association with perceptions of delight and satisfaction. Although a strong positive relationship was found between attitudinal loyalty and repeat purchase behaviour, no significant relationship was found between behavioural loyalty and repeat purchase behaviour. The findings suggest that if RLPs provide a comprehensive ecosystem reflecting aspects of all the value drivers, customers will be more likely to exhibit true loyalty towards the program of the FI if symbolic rewards are particularly prominent due to eliciting higher-order psychological relational outcomes.
... On the other hand, Zeithaml and Bitner (2003) stated that satisfaction is the assessment of customers about products and services in comparison with their needs. Customers evaluate a certain service and compare it with their expectations to determine their satisfaction level (Hansemark & Albinsson, 2004). Thus, the satisfaction of clients can be measured by their experience compared with the services provided by the businesses (Othman, Harun, De Almeida, & Sadq, 2020). ...
The food and beverage industry in Vietnam has developed dramatically, resulting in a highly competitive market. To win the competition, the restaurant managers not only strive to increase customer satisfaction but also create customers' positive electronic Word-Of-Mouth (eWOM). This study aims to investigate the relationship between customer satisfaction, customer trust, customer loyalty, and eWOM. The quantitative method was implemented to examine the hypotheses in the research model. Data were collected from Ho Chi Minh City respondents using a convenient sampling method. Self-administrated questionnaires were delivered via the Internet for data collection. After data screening, 299 responses were qualified for analysis. Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis was employed by SmartPLS software version 3.0. The measurement model test showed that one item of customer trust has a factor loading of less than 0.7 as a result, this item was removed from the research model. The structural model evaluation revealed the highly predictive accuracy of the model as all dependent variables have R2 values above 0.5. A bootstrapping test with 5,000 subsamples also showed that customer loyalty significantly influences eWOM, but customer trust does not. Customer satisfaction directly and significantly impacts customer trust and loyalty but has little influence on eWOM. However, the relationship between customer satisfaction and eWOM is significant without the presence of customer loyalty and trust. The indirect effect test also determines the full mediation role of customer loyalty in the relationship between customer satisfaction and eWOM.
... Customer communication depends on satisfaction, as satisfied customers spread favorable reviews [23]. Satisfaction reflects the consumer's attitude towards the service provider, indicating their emotional response to the difference between customers' expectations and outcomes [24]. At the same time [25], state that acceptance, happiness, rel6axation, anticipation, and happiness can be interrelated with satisfaction. ...
This literature review examines the impact of brand image on customer satisfaction and brand loyalty in the context of foreign tourism. Following a review of relevant literature, 13,302 articles were found for this study, including the keywords “brand image (BI)”, “customer satisfaction (CS)”, and “brand loyalty (BL)”. Considering the required inclusion and the quality of studies, we employed the rigorous PRISMA technique for comprehensive data synthesis and evaluated 79 articles for the final review. Our findings underscore the significant impact of brand image on shaping customer satisfaction and fostering brand loyalty within the foreign tourism sector. The study enriches the literature by incorporating self-congruity theory. In addition, factors like product quality, pricing, and advertising are identified as key determinants significantly influencing the proposed relationship.
... Theo Hansemark & Albinsson (2004) sự hài lòng là thái độ tổng thể của khách hàng đối với nhà cung cấp dịch vụ, hoặc phản ứng cảm xúc đối với sự khác biệt giữa những gì khách hàng mong đợi và những gì họ nhận được, liên quan đến việc đáp ứng một số nhu cầu, mục tiêu hoặc mong muốn [5]. Sự hài lòng của khách hàng được Oliver (1993) định nghĩa là phản ứng đáp ứng của người tiêu dùng. ...
Mục đích của bài báo là đánh giá sự hài lòng của khách hàng khi sử dụng dịch vụ ngân hàng số tại ngân hàng thương mại cổ phần Phương Đông - OCB OMNI trong bối cảnh cuộc cách mạng công nghiệp 4.0 diễn ra với tốc độ nhanh chóng trong giai đoạn hiện. Nghiên cứu sử dụng bảng khảo sát ý kiến khách hàng có sử dụng dịch vụ ngân hàng số của ngân hàng OCB tại Thành phố Hồ Chí Minh (TP. HCM) từ tháng 3/2023 đến tháng 4/2023 thông qua các yếu tố: Độ tin cậy, Độ đáp ứng, Năng lực phục vụ, Độ đồng cảm, Phương tiện hữu hình. Từ đó, tiến hành phân tích dựa trên các kết quả từ phần mềm SPSS và đề xuất các gợi ý về giải pháp và chính sách nhằm nâng cao chất lượng dịch vụ, đáp ứng sự hài lòng của khách hàng tại OCB Tp. HCM. Tác giả sử dụng mô hình SERVQUAL của Parasuraman và cộng sự (1985), kết quả khảo sát cho thấy quả kiểm định Cronbach Alpha ta có kết quả: Mỗi thang đo có 5 biến quan sát và có hệ số Cronbach’s Alpha > 0,3 nên tất cả các biến đều thỏa điều kiện. Qua phân tích tương quan cho thấy hệ số Pearson giữa các biến độc lập với nhau và giữa các biến độc lập với biến phụ thuộc đều nằm trong phạm vi từ -1 đến 1 và nhỏ hơn 0,6, điều đó cho thấy giữa các biến các mối tương quan thấp và hiện tượng đa cộng tuyến trong mô hình được đánh giá là không nghiêm trọng. Phân tích hồi quy ta cho thấy, nhân tố Năng lực phục vụ có tác động mạnh nhất đến sự hài lòng của khách hàng với hệ số chuẩn hóa là 0,322, tiếp theo là nhân tố Phương tiện hữu hình với mức độ tác động đã chuẩn hóa 0,286, thứ ba là nhân tố Tin cậy với mức tác động là 0,180, thứ tư là nhân tố Đáp ứng với mức tác động là 0,164 và tác động yếu nhất là nhân tố Đồng cảm với mức độ tác động là 0,098. Từ đó, đưa ra kết luận và các kiến nghị với Ngân hàng OCB.
... The concept is frequently defined as the degree to which post-purchase perceptions of a service or product align with its actual characteristics. Customer satisfaction is the emotional reaction of a customer when their evaluation of a product or service matches their initial expectations [40,45], [65]. Customers feel satisfied when they perceive that the product or service fulfills their desires and expectations [13]. ...
Customer loyalty continues to be a crucial factor for retail banks in maintaining market share, increasing revenue and profits, and reducing costs in the highly competitive business landscape of today. They consistently strive for innovation to maintain a competitive edge, introducing novel experiences and heightened satisfaction to customers, thereby enhancing customer loyalty. This study aims to examine the effect of service innovation on customer satisfaction and loyalty in the Vietnamese banking sector. The research investigates banking service innovation from three angles: novel service concept, novel service procedure, and novel technological distribution system. To confirm the relationship between concepts and complete the survey questionnaire, qualitative research techniques are employed. Simultaneously, a quantitative research technique (structural equation modeling—SEM) is used to assess the relationship between concepts. The study surveyed 398 clients of Vietnamese retail banks. All dimensions of service innovation, including novel service concept, novel service procedure, and novel technological distribution system, have positive effects on customer satisfaction and loyalty. Customer satisfaction also has a substantial effect on customer loyalty. Finally, it then draws some conclusions and makes some recommendations to retail banks to improve both customer satisfaction and customer loyalty via enhancing service innovation.
... Kepuasan pelanggan yang merupakan sebuah respon emosional, dihasilkan melalui pengiriman nilai. Kepuasan pelanggan didefinisikan dengan ber-bagai cara, misalnya pelanggan yang puas adalah orang yang memiliki kepercayaan kepada penasihatnya, mengakui nilai pekerjaan yang dilakukan, dan memahami bahwa kadang-kadang kesalahan juga dapat terjadi (Ove & Marie, 2004). Kepuasan pelanggan membutuhkan pengetahuan tentang unsur-unsur konsep layanan dan karakteristik pelanggan untuk memberikan gambaran lengkap tentang proses yang dapat menghasilkan kepuasan pelanggan (Anderson, Pearo, & Widener, 2008). ...
Customer awareness regarding environmental damage is increasing. For this reason, this research discusses how to increase green brand equity in green hotels in Indonesia. The aim of this research is to examine the role of green satisfaction and customer engagement in increasing green brand equity by developing a theoretical research framework. A total of 156 respondents were collected, and after carrying out multiple linear regression analyses, it can be seen that the antecedent of green brand equity is customer engagement. Meanwhile, another variable in this research which was also studied, namely green satisfaction, apparently had no effect on the rise and fall of green brand equity in green hotels. This study contributes to future research on green hotels and other research that pays attention to environmental conservation.
... Customer satisfaction is basically how customers feel about a service provider. It is their overall attitude or emotional reaction to whether what they got matches what they wanted or expected in order to fulfill their needs, goals, or desires [40]. Thus, it is simple to see that after acquiring and utilizing particular items and services, customers would conduct a comparison between their expectations and reality, expressing pleasure if the true outcome is as expected and dissatisfaction if the real outcome is not as expected. ...
This empirical study aims to identify and evaluate the crucial factors that influence customer satisfaction and loyalty in homestays in Da Lat City. The research utilizes the SERVQUAL framework, and related research suggests seven factors: responsiveness, assurance, empathy, tangibles, satisfaction, and loyalty. A PLS-SEM structural model is used to test hypotheses by evaluating data from 250 residents of Ho Chi Minh City. The finding points out that adolescents’ loyalty to homestay services in Da Lat is stimulated directly by empathy and satisfaction and indirectly by responsiveness and assurance. Meanwhile, young people’s satisfaction with homestay service is affected by 4 out of 5 factors: responsiveness, assurance, empathy, and tangibles. This study provides insights into homestay services and the key elements influencing young customers’ satisfaction levels toward loyalty to the homestay. Homestay managers should use this model approach to restructure and improve their homestay services to meet the demands and desires of their target clients in a competitive marketplace.
... Kotler (2002) defined Customer satisfaction as: a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance (or outcome) in relation to his or her expectations. Further Customer satisfaction is resulted of the customer's experience on a nature of service encounter and service sector (Cronin and Taylor, 1992) According to Hansemark and Albinsson (2004), "satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire". Jones and Suh, (2000) discussed customer-satisfaction is the accumulative facts that based on the overall assessment of service experience. ...
Empirical Based Research Study Research study outline: The main objective of this paper is to determine the factors affecting in service quality on patient satisfaction of government hospitals in western province, Sri Lanka, and identify any areas in need of service quality improvements and to suggest recommendations to improve service quality. Research study methodology: Five dimensions of the SERVQUAL model were tested to evaluate patient satisfaction. Through critically reviewing of previous literatures, hypothesis and theoretical framework were constructed. A structured self-administrative survey questionnaire based on SERVQUAL model related to healthcare sector was developed. By adapting the non-probability Convenience sampling method, 308 responses were collected. Data analysis with SPSS version 29. Descriptive statistics, correlation analysis and Multiple Linear Regression (MLR) analyses were performed to interpret the findings. Research study results/findings: Multiple Regression Analysis observed, based on the absolute values of R-Square and Adjusted R-Square, close to 90% of Patient Satisfaction explained by the model, statistic is 0.000 therefore highly significant, and model is jointly significant. Then hypothesis test was performed and with the significant evidence H1, H2, H4, and H5 were accepted concluded Reliability, Assurance, Empathy and Responsiveness were having significant positive impact on the patient's satisfaction while H3 rejected due to lack significant evidence, therefore Tangible factor has no impact on the patient satisfaction individually but significant in jointly. In conclusion government hospitals are sophisticated service-based industry service quality, and patient satisfaction is a critical factor to assessed, Research study recommendations: The service quality level of government hospital in the western province recommend for improvement to deliver quality healthcare service to patients. Further study recommends that government should take prompt action to develop and implement Quality-Healthcare-Service-Design with adaptation modern technologies simultaneously uplift attitude and behaviour of healthcare workers.
This study examines the interplay among service quality, customer satisfaction, and customer loyalty within Nepal’s commercial banking sector. Customer satisfaction is crucial as it reflects the association between customer expectations and perceived service quality, significantly influencing customer loyalty and the industry’s overall health. This study aims to comprehend banking behaviors, assess satisfaction levels concerning service quality, elucidate the connection between satisfaction and loyalty, and identify factors that shape loyalty and satisfaction in Nepalese commercial banks. Methodologically, this research applied a descriptive approach to explore these dynamics thoroughly. It also applied a causal comparative method to establish robust relationships among service quality, customer satisfaction, and loyalty. The data collection process involved distributing questionnaire to customers of commercial banks in Kathmandu, surrounding both physical branches and online platforms. The analysis of the data depends on the use of MS Excel and SPSS software to interpret findings effectively. Key findings disclose significant correlations between different service quality dimensions. They are tangibility, reliability, assurance, empathy, technology, responsiveness, and customer satisfaction, with assurance emerging as a particularly influential predictors. Regression analysis further highlights the positive impact of assurance, technology, empathy, and tangibility on satisfaction, contrasting with lesser effects from reliability and responsiveness. Regarding customer loyalty, this study highlights the significant influence of customer satisfaction alongside empathy, whereas factors like reliability, responsiveness, tangibility, and technology show minimal impact. Ultimately, enhancing service quality especially assurance and empathy is crucial for improving satisfaction and cultivating final customer loyalty within Nepal’s commercial banking sector, a vital issue of banking industries.
The swift progress of artificial intelligence (AI) is radically reshaping industries and the essence of
employment. This progression requires a crucial emphasis on acquiring new skills and retraining as
essential tools for transforming talent. Upskilling, the process of improving existing skill sets, and
reskilling, the act of acquiring completely new talents, are crucial for equipping the workforce to
succeed in an era dominated by artificial intelligence. This abstract examines the theoretical
foundation that supports these tactics and discusses possible future paths for research. AI technologies
are becoming increasingly capable of automating mundane jobs, hence creating a greater need for
individuals who excel in complex problem-solving, creativity, and emotional intelligence. Therefore,
it is imperative for employees to cultivate sophisticated technical proficiencies, including data
analysis, machine learning, and AI ethics, in addition to honing soft skills such as flexibility and
communication. Organisations encounter substantial difficulties in executing efficient up skilling and
reskilling initiatives. These tasks encompass the identification of pertinent talents, development of
suitable training programmes, and cultivation of a culture that promotes ongoing learning.
Furthermore, it is necessary to achieve a harmonious equilibrium between immediate operational
needs and overarching long-term strategic objectives. Engaging in partnerships with educational
institutions and utilizing AI for tailored learning experiences are becoming recognized as effective
strategies to address these difficulties. There are numerous and diverse areas for future research in this
discipline. Prioritizing empirical studies is essential to assess the efficacy of diverse up skilling and
reskilling options across different situations. Longitudinal research can offer valuable insights into the
enduring effects of these programmes on career paths and the performance of organizations.
Furthermore, investigating the impact of AI on enabling customized and adaptable learning
experiences can provide novel opportunities for implementing scalable and streamlined training
techniques. Furthermore, it is crucial to comprehend the socio-economic ramifications of extensive up
skilling programmes, specifically in relation to fairness and availability, in order to guarantee
equitable economic development. Examining the psychological and motivational factors of ongoing
learning can aid in creating interventions that improve employee engagement and dedication to
lifelong learning. Upgrading and acquiring new skills are essential in the age of artificial intelligence,
as they play a crucial role in transforming talent. By combining theoretical frameworks with actual
observations, organizations may effectively negotiate the intricacies of this transformation.
The objective of this research is to examine the role of potential robotic service quality (RSQ) in increasing purchase intention and customer satisfaction. To assess RSQ and customer satisfaction, we adopted a sampling method to collect data from customers at five-star hotels in Egypt. A total of 300 responses confirmed that automation, personalization, efficiency, and precision significantly and positively influenced purchase intention and customer satisfaction. It is imperative to understand how RSQ may affect customer attitudes and behaviors. RSQ can also be integrated into e-service to present a broader perspective on the quality of web-based services. RSQ can be applied to relevant industries and organizations that extensively use service robots to provide customer service. RSQ can help providers address the advantages and disadvantages of robotic services. RSQ can be a useful tool for them to communicate with service providers to address their appreciation and concerns. The study suggests that five-star hotels in Egypt can improve purchase intention. The study observes that there is a critical shortage of RSQ in Egypt and that a greater understanding of the factors that influence purchase intention is needed.
The objective of this research is to examine the role of potential robotic service quality (RSQ) in increasing purchase intention and customer satisfaction. To assess RSQ and customer satisfaction, we adopted a sampling method to collect data from customers at five-star hotels in Egypt. A total of 300 responses confirmed that automation, personalization, efficiency, and precision significantly and positively influenced purchase intention and customer satisfaction. It is imperative to understand how RSQ may affect customer attitudes and behaviors. RSQ can also be integrated into e-service to present a broader perspective on the quality of web-based services. RSQ can be applied to relevant industries and organizations that extensively use service robots to provide customer service. RSQ can help providers address the advantages and disadvantages of robotic services. RSQ can be a useful tool for them to communicate with service providers to address their appreciation and concerns. The study suggests that five-star hotels in Egypt can improve purchase intention. The study observes that there is a critical shortage of RSQ in Egypt and that a greater understanding of the factors that influence purchase intention is needed.
The trend towards a friendlier and efficient delivery of services found to be lacking in the local authorities. Therefore, a series of issues pertaining local authority performances has driven a need to further studies in order to improve their current service delivery. This paper examines the functions and its service delivery performed by Ipoh City Council in the state of Perak. Indeed, exploring the factors influencing the local authorities’ performances in its practice is relevant in assessing the quality of services given by the local authorities. The local authorities deal with the general public level directly and their performances are important in giving positive public perception to the overall government structure. Local government plays an important role to promote economic growth and creating job opportunities locally. In most developing countries, improving the quality of government delivery system is quite challenging, but effective government delivery systems are crucial in achieving the people’s satisfaction level. This study derives from the literature review, and issues affecting the levels of customer satisfaction towards the services rendered by the local authority highlighted. A total of 250 respondents randomly selected to participate in the Ipoh City Council questionnaires survey. The survey was to assess the level of effectiveness and efficiency service delivery performed by Local Authorities in Ipoh. Issue identified were the lack of transparency, delays in services, lack of customer service courtesy and unaccountable practices that obstructs governmental effectiveness and creates numerous complaints among public and respondents. Hence several recommendations proposed in providing improvement in local authority delivery services.
Purpose-The present study developed an integrated model to evaluate the relationship between service quality, brand image, customer satisfaction and customer loyalty in the context of Myanmar's construction industry.
Design/methodology/approach-Data on the study variables were gathered from a cross-sectional survey of 210 client organizations that own private buildings in Myanmar. A factor analysis-validated structural equation model was developed to assess the research hypotheses and conceptual framework.
Findings-The results supported an integrated model in which brand image partly mediated the effects of service quality on customer satisfaction. Besides, the brand image and customer satisfaction fully mediated the impact of service quality on customer loyalty. Brand image exerted indirect effects on customer loyalty through customer satisfaction. The study further identified the direct effects of service quality on brand image and customer satisfaction, brand image on customer satisfaction and customer satisfaction on customer loyalty.
Originality/value-While prior studies have explored service quality in the construction industry, no integrated model has been developed to identify the relationship between service quality, brand image, customer satisfaction and customer loyalty in construction project settings. This study filled this critical gap in the literature by offering a unique perspective on the study variables and their interrelationships.
The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed two underpinning theories which are e-SERVQUAL and Expectancy Disconfirmation Theory (EDT). This study delves into the foundation, expansion, and evolvement of both theories particularly in the online food delivery service industry in Malaysia. The main objective of this paper is to present the reviews of the literature on e-SERVQUAL and Expectancy Disconfirmation Theory on the relationship between the elements that influence e-customer satisfaction. The study contributes to developing and improving the model that defines service quality in a digital service context. Correspondingly, it emphasizes the robustness of the theories and further enriches the academic literature.
The study examined tourists’ behavioral intentions toward hard adventure tourism in mountain and rural areas by investigating the impact of customer value, in addition to assessing the impact of perceived risk factors, self-congruity, and switching costs. The study uses multidimensional theoretical frameworks for customer value dynamics as the basis for model proposals and research hypotheses, using SEM models to analyze data from 503 surveys collected from tourists who have participated in hard adventure tours in the mountain and rural areas before. The results showed that customer value and actual self-image both positively impact satisfaction and behavioral intentions, while perceived risk has the opposite effect and rejects the influence of ideal self-image and switching costs. The study also found differences in behavioral intentions between Asian and Western tourists, and between different income groups. The research results are expected to make practical contributions to the tourism industry in general and travel businesses in particular, thereby having solutions to increase the satisfaction and behavioral intentions of tourists in the future with discovery tourism products.
The study sought to examine the role of gender in the relationship between customer relationship management (CRM) practices and clients’ satisfaction by drawing evidence from Ghana’s National Health Insurance Scheme (NHIS). This study used the explanatory correlational research design and gathered data from 271 clients of the NHIS. The partial least squares structural equation modelling (PLS-SEM) technique was adopted to test the research hypotheses. The results revealed that the CRM practices, i.e., communication, conflict handling and commitment except trust, had a significant positive relationship with clients’ satisfaction. The findings again established that gender does not moderate the link between CRM practices and clients’ satisfaction. The current study presents useful findings, which can be utilised by managers towards the development and implementation of the CRM practices that will lead to client satisfaction. Considering that client satisfaction is commonly cited in the literature as a prerequisite for gaining customer loyalty, the results of the study are essential for the advancement of profitable relationships with clients. The findings have called for some reflections on the factors that account for client satisfaction for the services of the NHIS in Ghana. The study also helps to deepen understanding of the role gender plays in CRM practices and clients’ satisfaction link in the NHIS of Ghana.
Penelitian ini bertujuan untuk menganalisis tingkat kepuasan dan loyalitas pelanggan terhadap merek Miniso dengan menggunakan metode survei online dan metode wawancara mendalam. Latar belakang penelitian ini berfokus pada perkembangan pesat Miniso sebagai pelopor konsep ritel toko diskon yang menawarkan produk-produk fashion dengan harga yang terjangkau. Miniso telah berhasil membuka lebih dari 2.600 toko di berbagai negara hanya dalam waktu empat tahun sejak didirikan pada tahun 2013. Penelitian ini menggunakan metode campuran dengan survei online dan depth interview sebagai metode untuk pengumpulan data. Sampel penelitian dipilih berdasarkan kriteria yang telah ditetapkan untuk memastikan representasi yang akurat dari populasi pelanggan Miniso. Kriteria tersebut mencakup frekuensi kunjungan ke toko Miniso, jumlah pembelian yang dilakukan, serta tingkat keterlibatan pelanggan dengan merek Miniso. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan terhadap Miniso berada pada rentang tinggi hingga sangat tinggi. Pelanggan merasa puas dengan berbagai aspek seperti kualitas layanan, produk, desain dan tata letak toko, serta strategi harga. Namun, terkait loyalitas pelanggan, sebagian besar responden menunjukkan loyalitas yang rendah jika terjadi perubahan pada faktor kepuasan yang sudah ada, seperti peningkatan harga, pengurangan diskon, penurunan kualitas produk dan layanan, serta perubahan tata letak toko. Oleh karena itu, Miniso perlu mempertimbangkan dampak dari setiap perubahan yang dilakukan terhadap faktor kepuasan pelanggan untuk mempertahankan loyalitas mereka. Diharapkan Miniso bisa menjaga kualitas produk dan layanan serta mempertahankan strategi harga yang kompetitif.
Kata Kunci: Kepuasan pelanggan, Loyalitas pelanggan, Miniso, Survei online, Wawancara Mendalam
Purpose - This study examines the impact of deposit mobilization quality on individual customer satisfaction in Vietnamese commercial banks. Design/methodology/approach - The study was undertaken to utilize a survey, and data were collected from 318 individual customers who had deposited money in commercial banks. These banks represent a substantial portion (over 80%) of the total scale of capital mobilization within the Vietnamese commercial banking sector. The study employed exploratory factor analysis (EFA) and multiple linear regression analysis (MRA) to analyze the data. Findings - The findings indicate that determinants such as Customer Reliability, Infrastructure, Empathy, Assurance, and Responsiveness influence the level of individual customer satisfaction in Vietnamese commercial banks, which serve as a crucial foundation for suggesting strategies to enhance the overall contentment of customers who deposit with commercial banks in Vietnam. Research limitations/Implications - The study was only conducted on 318 individual customers (valid responses). To obtain a more thorough understanding of customers’ satisfaction with capital mobilization services at Vietnamese commercial banks, it is imperative to broaden the scope of this research by incorporating a larger sample size and diversifying customer groupings. The study has made certain contributions to identifying solutions for enhancing the satisfaction of individual deposit customers at Vietnamese commercial banks. Originality/value - The study has provided empirical evidence on the relationship between the quality of deposit mobilization and customer satisfaction at commercial banks in Vietnam.
This study aims to evaluate the Aftersales services in EgyptAir airline, in additionally the relationship among the quality of the provided services and customer satisfaction, especially the impact of after-sales services on customer satisfaction in EgyptAir airlines as a subject for a case study. The importance has grown as delivering high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure. And After-sales service now is considered a potential source of revenue, profit and competitive advantage in most industries. This research was conducted by a survey on 460 passengers, 60 forms were excluded bringing the total of the valid forms retrieved (400) with a response rate (86.9%). The results of the tools were analyzed using descriptive statistics, reliability analysis, coefficient analysis, spearman correlation analysis, and regression analysis. With the support of SPSS22 .Through data analysis it seems that there is a positive correlation between service quality, after sales services and customer satisfaction. Therefore creating successful after sales services department plays an important role in influencing customer satisfaction. So EgyptAir should pay more attention to the feedback of their customers and be aware of rising technologies that might facilitate their daily operations and therefore the satisfaction of their passengers.
The increasing usage of service robots in hotels has generated discussions about their positive impacts. However, little research has been done on the adverse aspects of robot usage from the perspective of the employees, and few studies have investigated the antecedents of employee robot risk awareness. This study posits that employees are aware of potential threats posed by robots; they observe the organization's investment in robot development and witness customers' satisfaction with robot usage. People with greater robot risk awareness engage in more withdrawal behaviors at work (employee sample in Study 1) and report lower intentions to work in the hospitality industry (student sample in Study 2). Those two relationships are further contingent upon employees' learning goal orientation. The proposed relationships were validated by a survey-based study (612 frontline employees) and two experiments (205 student participants). Based on the research results, hotels are encouraged to emphasize augmentation but not automation.
In a very competitive travel market, improving the traveler's experience is critical for identifying and differentiating the destination. To promote the motivation of visitors, resort models need to be prepared in terms of service quality and serve well-thought-out kits. The study uses the SERVPERF model by Cronin and Taylor (1992). The scale has been redesigned to fit the theme of 17 items. The survey results of 118 tourists showed a relatively high level of satisfaction of the target group with the quality of amenities kit services in resort models in Soc Son, Hanoi. The objective groups based on demographic characteristics all had statistically significant similar assessments of satisfaction in the quality of kit service. That also shows the positive evaluation and reality of the quality of the kits used in resort models in Soc Son, Hanoi. From there, managers need to continue to improve the quality of service in general and services serving kits in particular to maintain and increase satisfaction with service quality in resort models in the area. This is also a good strategy to attract tourists to the locality.
In the last decade, the rapid development of technology has increased the importance of the digital presence of service providers in wine tourism. The use of new digital technologies can help wine regions and service providers to improve the visitor experience and enhance the destination image. The purpose of this paper is to investigate the role of digital content marketing (DCM) in wine tourism and explore the importance of its dimensions on wine tourists’ perceived image, satisfaction and behavioural intentions. The paper is based on desk and field research. An analysis of previous research was conducted and a survey was formed based on the previous research. The empirical study was conducted with a sample of 241 Croatian respondents, who have visited wine cellars and wine events in Istria in the last 5 years. Hypothesis testing was conducted using partial least squares structural equation modelling (PLS-SEM). The research results showed that usefulness, entertainment and quality of digital content had a statistically significant influence on perceived image, while entertainment and quality of digital content were significant predictors of overall satisfaction of wine tourists. Furthermore, a positive influence of perceived image and overall satisfaction with digital content on intention to continue using it was found. The study contributes to the understanding of wine tourists’ behaviour in the digital environment and leads to implications that can be used for the development of digital marketing strategies to improve the wine tourism offer and to better respond to the contemporary demands of wine tourists.
The study aims to examine the impact of Flash Sale programs on impulse buying behavior on E-commerce platforms of Gen Z consumers across the nation. The research was conducted with a sample of 453 Gen Z consumers who have made purchases on E-commerce platforms. SEM model was used to analyze collected data. The results indicate that Attitude towards Flash Sale programs, Arousal, and Pleasure all have positive effects on Impulse Buying. Perishability and Limited quantity scarcity positively influence Attitude towards Flash Sale. Limited time scarcity positively affects Arousal. Information, Visuality, Entertainment, and Economic Benefits positively influence both Arousal and Pleasure. The findings of the study can assist E-commerce platforms in developing Flash Sale programs to increase consumer impulse buying behavior, thereby significantly contributing to sales revenue.
The study aims to examine the factors affecting the satisfaction and loyalty of foreign investors in a locality through ‘hard’ infrastructure and ‘soft’ infrastructure factors. The author used Cronbach’s Alpha, EFA, and SEM to analyze primary data and test the hypothesis. The findings indicate that factors such as Infrastructure, Human Resources, Investment Policy, Living Environment, Local Brand, Quality of Public Services, and Local Advantages impact FDI investors’ satisfaction. Meanwhile, Competitive input costs are the only factor affecting the loyalty of FDI investors which differs from previous research. These results serve as a crucial foundation for Vietnamese municipalities to implement various strategies to enhance satisfaction and bolster the loyalty of FDI investors, ultimately amplifying the draw of foreign direct investment into the area.
This study aims to identify and evaluate factors that affect customer satisfaction in Hanoi with insurance services at a life insurance company. With 259 questionnaire survey samples, the research team used SPSS statistical software to test the research hypotheses. Research results show that 3/5 factors of service quality, including Assurance, Tangibles, and Responsiveness, positively impact customer satisfaction, while 2/5 factors, Reliability and Empathy, are not statistically significant enough to conclude the relationship affecting customer satisfaction. From the research results, the authors have proposed solutions to improve the quality of insurance services to increase customer satisfaction and promote the sustainable development of insurance businesses.
1) Sự tin cậy (β= 0,263); 2) Kiến thức kỹ thuật khách hàng (β= 0,187); 3) Sự đáp ứng (β= 0,171); 4) Năng lực phục vụ (β= 0,166); 5) Sự đồng cảm (β= 0,099); 6) Giá cả cảm nhận (β= 0,019). Từ mức độ ảnh hưởng của các yếu tố, nhóm tác giả khuyến nghị một số giải pháp nhằm giúp gia tăng sự hài lòng của đơn vị kinh doanh xăng dầu đối với hoạt động cung ứng dịch vụ kiểm định của cơ quan chức năng tại tỉnh Tiền Giang. Từ khóa: chất lượng dịch vụ kiểm định, Sự hài lòng của doanh nghiệp kinh doanh xăng dầu. Abstract The study aims to evaluate how petroleum business units are satisfied with the measurement inspection services provided for petroleum measuring columns at the Technical Center for Quality Measurement Standards in Tien Giang province. We collected 220 questionnaires from leaders of petroleum business units in the province, out of which 198 were valid for analysis. We used various methods, including scale reliability testing, exploratory factor analysis (EFA), correlation, and regression analysis with SPSS version 20 to evaluate the data. Our research results indicate that six factors affect the satisfaction of petroleum business units, namely: Trust (β= 0.263), Customers' technical knowledge (β= 0.187), Responsiveness (β= 0.171), Service capacity (β= 0.166), Empathy (β= 0.099), and Perceived price (β= 0.019). Based on the influence of these factors, we recommend several solutions to help increase the satisfaction of petroleum business units with the inspection services provided by authorities in Tien Giang province. Keywords: Quality of inspection services, Satisfaction of petroleum businesses. JEL classifications: C51, C81. 1. Giới thiệu Sự hài lòng của khách hàng là một trong những yếu tố quan trọng bởi nó liên quan đến các chỉ số về lợi nhuận và hiệu suất của các công ty và tổ chức (Ahn và cộng sự, 2007). Nghiên cứu mức độ hài lòng của khách hàng về chất lượng dịch vụ (CLDV) đã thu hút sự quan tâm rộng rãi của các nhà nghiên cứu khoa học trên thế giới. Các mô hình như: mô hình "Kỳ vọng-cảm nhận" Oliver (1980), mô hình "chất lượng kỹ thuật-chức năng" Gronroos (1984), SERVQUAL của Parasuraman (1985), mô hình chỉ số hài lòng của khách hàng (mô hình CSI) do Fornell C (1992) phát triển. Các mô hình này được rất nhiều tổ chức, cá nhân trên thế giới sử dụng để đo lường mức độ hài lòng của khách hàng.
Purpose
The purpose of this study is to examine the impact of educational service quality (ESQ) on student academic performance via the mediating role of student satisfaction.
Design/methodology/approach
To serve the study’s purpose, the study adopted a quantitative research approach. Three public universities representing 30% of the ten public universities located in the Southern part of Ethiopia participated in the study. Questionnaires were the main tools for gathering data. The adapted questionnaire, consisting of 116 items was administered to 400 randomly selected regular undergraduate graduating class students. The quantitative data collected via questionnaire were analyzed using descriptive and advanced inferential statistics.
Findings
The quantitative findings revealed that there is a statistically positive association between overall education service quality and students’ satisfaction ( r = 0.712). The findings proved that the facets of education service quality accounted for 71.2% of the variations in students’ satisfaction in the universities. The quantitative findings further showed that the education service quality has a statistically indirect effect on students’ academic performance via the mediating role of students’ satisfaction (test statistic = 31.5311573, std. error = 0.00122536 and p -value = 0). The findings further confirmed that the overall education service quality accounted for 12.7% of the variations in students’ academic performance via student satisfaction in the universities.
Research limitations/implications
The present study was conducted in public universities located in the Southern part of Ethiopia. The findings and conclusions of the study may not be generalizable to all Ethiopian public universities. Future researchers and scholars should conduct their study in all Ethiopian public universities by taking a representative sample from the Ethiopian public universities.
Practical implications
The present finding suggests that an improvement in ESQ leads to students’ satisfaction and that could contribute to boosting their academic performance. The findings of the present may help the practitioners who measure higher education service quality by providing how the provision of ESQ indirectly influences the student’s academic performance in the universities.
Social implications
The findings of this study confirmed that the facets of ESQ are associated with students’ satisfaction and this, in turn, indirectly influences their academic performance. Student academic performance is one of the key indicators of quality education, and it has its influences on the social, political and economic development of a country. The findings of the present research provide valuable insights to higher education management bodies, higher quality assurance agencies and the Federal Ministry of Education to learn the indirect effect of ESQ on students’ academic performance and take necessary measures to improve the Ethiopian higher education quality.
Originality/value
The contributions of ESQ in the higher education sector are enormous. However, the existing service quality literature in higher education mainly focuses on the interrelation among service quality, student satisfaction, loyalty and behavioral intentions. Little is known about the indirect influence of ESQ on student academic performance (one of the key indicators of quality education), principally in Ethiopian higher education, the place of current research. The present study showed the indirect impact of ESQ on student academic performance in Ethiopian public universities. The study, therefore, suggests that university management bodies should actively monitor the quality of their services and commit themselves to boosting students’ learning outcomes.
Purpose
This study aims to explore the drivers (i.e. service innovation, service exchange, customer wellbeing and employee wellbeing) and organizational culture in the service ecosystem in the hospitality sector.
Design/methodology/approach
This study adopted a quantitative approach by collecting data from employees and customers of the top 10 hotels (identified from three major websites, i.e. Goibibo, Trivago and MakeMyTrip) functional in Jammu city, North India. Exploratory factor analysis, confirmatory factor analysis and partial least square analysis are used to analyse the data.
Findings
The study findings reveal that among the four drivers (i.e., service innovation, service exchange, employee wellbeing and customer wellbeing) customer wellbeing shows a strong impact and significant impact on the service ecosystem. Following this, the study also exhibits that organizational culture significantly moderates the relationship between service innovation and the service ecosystem. However, it does not show any moderating influence among the other drivers of the service ecosystem.
Research limitations/implications
This study is conducted only in the top 10 hotels (three and four stars) of Jammu city, North India, which might not represent all Indian hotels.
Originality/value
The study contributes by establishing the role of four service ecosystem drivers, namely service innovation, service exchange, employee wellbeing and customer wellbeing. Following this, the study empirically tested and validated the service ecosystem framework in the context of north Indian hotels. The study also establishes the significant role of organizational culture, particularly group culture and hierarchy culture, in strengthening the service ecosystem.
The development of effective customer relationships is increasingly recognised as an important component of marketing strategies, particularly in the case of service industries. Developing and maintaining satisfactory customer relationships can help to reduce perceived risk, reduce transactions costs, increase customer loyalty and customer retention and thus impact on organisational performance. From the customer’s perspective, the determinants of relationship satisfaction are thought to include factors such as customer orientation, trust, length of relationship, expertise and ethics. Provides further evidence on the cognitive antecedents of relationship satisfaction based on evidence from the financial services sector.
Marketers agree that consumer complaints are useful sources of information that help marketers identify sources of dissatisfaction, and therefore should be encouraged. However, does complaining have a more direct beneficial effect? Can consumer complaining by itself cause increased satisfaction by allowing dissatisfied consumers a chance to vent their anger and frustration? An experiment was conducted on real consumers to test what effects complaining may have on changes in the consumers’ satisfaction and product evaluations over a one-week period. It was found that consumers who were encouraged to complain reported greater increases in satisfaction and product evaluation compared to consumers who were not explicitly asked to complain. The changes in satisfaction and product evaluations were found to be related to the complaining intensity. The effect of complaining on actual purchasing behavior was also studied.
Approaches the issue of productivity in services from a phenomenological perspective. Refers to embodiment, expression and emotion in working life of services. Discusses an understanding of post-industrial service work and a corresponding service-productivity culture. Presents the concept of “communities of productive practice”. Offers managerial and organizational implications for an embodied productivity.
Presents a conceptual framework for understanding the meanings of polychronic behavior for individuals. A “created” meaning perspective, arguing that cultural, social, and personality differences influence how the meaning of polychronic behavior is interpreted at the individual level is presented. These meanings through a phenomenological study of polychronic behavior in the workplace for both traditional, “mainstream” Americans and recent Latin American immigrants are explored. Implications for managers and workgroups are also explored.
An existential-phenomenological description of everday consumer experiences of contempory married women with children as offered. An idiographic case study provides a thick description of this phenomenon and illustrates the hermeneutic process used in the interpretation. Following the case study, three interpretive themes are presented as mutually related aspects of an experiential gestalt that is shaped by the contextual ground of participants' life-world situations. Viewed holistically, the thematic aspects exhibit several dialectical relations that can be understood in terms of the emergent meaning of free choice. The applicability of this experiment gestalt to other life-world contexts is discussed. Copyright 1990 by the University of Chicago.
A phenomenological approach was used to study the temporal system of consumers, an important but neglected aspect of individual action and consumer behavior. Two patterns of temporal attitude with profoundly different implications for consumer behavior were identified: some individuals appear to live and act as if they are more subject to deterministic functioning in relation to their temporal orientation, while other appear subject to voluntaristic functioning. Different temporal orientations may induce different sorts of motivation, different plans, the consumption of different types of products, and different specific attitudes that elicit a certain organizational process in relation to products. Copyright 1990 by the University of Chicago.
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction–loyalty conundrum, the author investigates what aspect of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary step in loyalty formation but becomes less significant as loyalty begins to set through other mechanisms. These mechanisms, omitted from consideration in current models, include the roles of personal determinism (“fortitude”) and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges as a combination of perceived product superiority, personal fortitude, social bonding, and their synergistic effects. As each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting conclusion from this analysis is that loyalty cannot be achieved or pursued as a reasonable goal by many providers because of the nature of the product category or consumer disinterest. For some firms, satisfaction is the only feasible goal for which they should strive; thus, satisfaction remains a worthy pursuit among the consumer marketing community. The disparity between the pursuit of satisfaction versus loyalty, as well as the fundamental content of the loyalty response, poses several investigative directions for the next wave of postconsumption research.
New research suggests that the role of service in customer retention is more critical than ever in the 1990s. The Forum Corporation recently embarked on a large-scale research project in North America, Asia and Europe to find out how today’s customers define quality in relation to sales and service. Describes the initial findings about service, and their implications for organizations. One of the main conclusions is that service needs to become a collective organizational responsibility rather than the function of a single department.
Customer clubs belong to the most important and particularly cost-intensive elements of customer retention systems. By offering specific advantages to club members, they are supposed to increase customer satisfaction and loyalty. However, up to now there is no certainty with respect to the existence and degree of the expected loyalty effects. Thus, there still is also no sufficient foundation for an estimation whether investments in customer clubs can be justified in comparison to several alternatives of gaining new customers or customer retention. To fill this gap in information, this paper focuses on the question of which kind of retention effects of customer clubs might exist and whether there is a scientific evidence of these effects. In the first step, a theoretical model and propositions of different retention effects of customer clubs are developed. Afterwards the results of an empirical study among members of the Volkswagen Customer Club, Germany’s largest automotive customer club are presented. They indicate that customer club satisfaction has a remarkable impact on the customer’s relationship satisfaction and customer retention. Consequently it can be concluded that a customer club certainly is an important issue of retention management.
Learning is now widely accepted as the currency of survival in an era of constant change. Many businesses, however, are struggling to learn how to learn. The cultural and structural issues they need to confront in order to acquire the flexibility and responsiveness to learn were articulated in 1990 in The Fifth Discipline by Peter M Senge of Massachusetts Institute of Technology. Measuring Business Excellence revisits this now landmark work to review its continuing relevance to the aspirant learning organization.
Presents a view of the field of career development as a chaotic subject. The concept of “chaos”, from chaos theory, is described and related to the study of career development. A phenomenological perspective, exploring people’s beliefs, is then adopted to explore the underlying “order” that exists within this chaos. The purpose of this is to promote and refresh adventurous thinking about the study of career development.
Presents the findings of a study performed on data from a large bank’s retail-banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.
Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch.
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction-loyalty conundrum, the author investigates what aspect of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary step in loyalty formation but becomes less significant as loyalty begins to set through other mechanisms. These mechanisms, omitted from consideration in current models, include the roles of personal determinism ("fortitude") and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges as a combination of perceived product superiority, personal fortitude, social bonding, and their synergistic effects. As each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting conclusion from this analysis is that loyalty cannot be achieved or pursued as a reasonable goal by many providers because of the nature of the product category or consumer disinterest. For some firms, satisfaction is the only feasible float for which they should strive; thus, satisfaction remains a worthy pursuit among the consumer marketing community. The disparity between the pursuit of satisfaction versus loyalty, as well as the fundamental content of the loyalty response, poses several investigative directions for the next wave of postconsumption research.
All commercial organizations owe their existence to customers, and
because they are so valuable to companies they should be well cared for.
Unless a customer receives good service from a company business may well
be transferred to a competitor. Formal complaints from customers are
rare, and when one arises it may already be too late to retain that
customer. Company top management needs to be aware of how well or how
badly their customers are treated, and what the customers think about
it. Sales personnel are not always a reliable source of information
about customers’ feelings. Regular customer service audits, conducted by
external accredited professionals, are the best way of finding out how
customers feel about the service they receive, how it is delivered and
how it could be improved.
Anecdotal evidence abounds of people in workplaces who use common sense in their work practices. Until now, the idea of common sense being a key concept in workplace learning and practice has not been valued too highly. Attempts have been made in psychological and philosophical literature to understand how common sense knowledge differs from theoretical knowledge. This study represents an initial attempt to use people’s experience in workplaces to understand how they see common sense as an important element of workplace learning. Using a phenomenographic research approach, it was revealed that people held seven different understandings of common sense in workplace experiences. For them, common sense was experienced as: a gut feeling, an innate ability, knowing how, learning, using others, demonstrable cognitive abilities, and personal attributes. These variations offer a broader approach to thinking about common sense in work practices.
Examines the relative importance of service recovery in determining
overall satisfaction and behavioral intentions. Recommendations include
suggestions for implementing a service recovery program and for
encouraging dissatisfied customers to complain.
This paper contends that complaint management should result in customer satisfaction but more importantly it should lead to operational improvement and improved financial performance. It is argued that many organisations ignore the operational value of complaints and as a result many complaint processes seem geared to trying to mollify customers rather than ensuring that problems do not reoccur. Using data from an empirical benchmarking study, based on a detailed questionnaire completed by customer service managers in 40 UK organisations, the relationships between seven key variables, complaint processes, satisfaction, retention, process improvement, employee attitude and retention, and financial performance are calculated and a relationship model developed. The results expose significant correlations between all variables in the model, as a result four acid tests of complaint management are proposed. It is suggested that financial improvements may be better leveraged by bringing about organisational improvements and by ensuring complaint processes are “staff-friendly”, rather than simply trying to satisfy customers.
Companies operate and compete in a highly and aggressive global climate. This climate has led to an increased emphasis on quality. TQM focuses on the integration and co-ordination, as well as on the continuous improvement of all activities and processes. Total relationship management (TRM) is a very recent marketing strategy and philosophy. It focuses on and is concerned with all integrated internal and external activities within and between organizations. TQM in marketing can have a major impact upon an organization by improving customer relationships and satisfaction, reducing marketing expenses, increasing sales as well as providing a competitive edge. This paper, is a theoretical and conceptual one, provides marketing and management implications on how to integrate TQM and TRM in order to achieve better quality of the relationships, product/service and the process. The aim of this paper is to shed light on how these approaches, i.e. TRM and TQM, can be integrated, and to suggest how the work on TQM can add impetus to successful TRM. First, the definition and the main philosophy behind TRM are discussed. The common grounds of TQM and TRM are identified. Then some TQM tools are suggested to be used by TRM approach to improve its functions.
Describes Karl E. Weick's role in developing organizational communication research and illustrates how others have adopted and utilized some of his pivotal concepts. Summarizes ways in which ongoing research has enhanced understanding of organizing as communicating, organizing as sense-making, and organizational culture. (SG)
Recent years have witnessed a growth in the number of studies relating to service orgrrnisations. This steady stream of literature could be attributed to the continuous expansion of the service sector and its increasing contribution to the advancement of many economies. In this context, issues associated with marketing and performance outcomes which managers can influence directly have received a great deal of attention. This research focuses on an empirical investigation of the relationship between marketing effectiveness and customer retention performance in an attempt to contribute to the growing body of conceptual and empiricul knowledge on the links between marketing and performance among service firms. Drawing on our results which indicate a significant and positive association between marketing effectiveness and customer retention, implications of the findings for service firm managers as well as future research directions are subsequently discussed.
In this paper, customer satisfaction cues in retail banking services in Greece are examined. The study proposes an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation. The proposed framework of customer satisfaction was verified empirically yielding four distinct facets for business customers and five for individual customers. The performance implications of the customer satisfaction instrument are also explored. What is shown is that customer segments, in fact, yield statistically different satisfaction scores, which verifies the managerial value of customer segmentation practices. Finally, the facets of customer satisfaction as explanatory cues for the switching behavior of individual and business customers were tested successfully.
Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs which are causally inter-linked. LISREL analyses support a two-staged model in which overall CS has a significant impact on CL which in turn influences a customer's intention to terminate/extend the contractual relationship with his mobile cellular network operator (=CR). Mobile service price and personal service benefit perceptions as well as (lack of) number portability between various cellular operators were identified as supply-related variables with the strongest effects on CR. Mobile network operators’ perceived customer care performance had no significant impact on CR. The findings suggest that an important lever for regulators to promote competition in cellular markets is the enforcement of efficient number portability procedures between mobile network operators.
Customer retention is central to the development of business relationships. However, customer retention is specific to the context of each firm, and this is rarely recognized in models for customer retention. This paper studies how customer retention depends on the relationship substance built up due to interaction between the parties. Relationship substance may be of a more or less embedded kind, which is explored here in the form of relationship satisfaction and organizational change in the buying firm. The conceptual model is tested on a sample of business relationships in professional services. The results support the fundamental effect that relationship satisfaction improves customer retention. The article also finds that the purchase development of customers increases customer retention, in particular if the customer who purchases more is also satisfied. However, when the selling firm has achieved change in the customer firm, customer retention is reduced. Evidently, these customers consider that they are done with the seller and move to other sellers, or reduce their purchases altogether. This can be mitigated if the seller uncovers new areas for business, or involves value adding partners.
As process management fast becomes recognised as the means by which customer value can be created, it is now equally well understood that the mechanism of value delivery is among the core processes. Without managing Customer Development as a core process, the implementation of strategic plans will lack clear focus. The author argues that the function of the Customer Development process is to build relationships with preferred customers. Working on the premise that all customers are not created equal, the priority for customer development in mature markets is to build these preferred relationships among existing customers. It is now accepted wisdom that these customer relationships deliver superior profits. How customer development management select these customers, or groups of customers, and build specific relationships is directed by the Principles of Loyalty Management.These principles acknowledge that customer loyalty is relative which means that customers as well as product and service brands need to be differentiated. The Diamond of Loyalty© provides a new management tool for this purpose by categorising customer purchasing styles according to their level of involvement (i.e. brand or company relationship) and their purchasing portfolio across suppliers.Finally, it is argued that customer development should discriminate in favour of supporting `high share' customers over `low share' customers in building preferred relationship among existing customers.
Metadata only The 1980s and 1990s have witnessed a growing application of qualitative methods, particularly in the study of consumer behaviour. This has led to some division between researchers on the basis of methodological orientation, or a positivist/interpretivist split. Much of the criticism regarding qualitative research centres on issues of clarity, methodological transgressions, and the mixing of methods without clear justification and explication of “why” and “how”. Offers the example of phenomenology and grounded theory, two methods which are often treated as one. Compares and contrasts them in relation to underpinning philosophies, procedures for sampling, data collection and techniques for analysis. Suggests that methods are “personal” and that researcher introspection and the philosophical basis of a given methodology should form the starting-point for enquiry.
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Marketing practitioners seem to have become more intrigued with and informed about complex emotional motives for consumption than academicians. Using affective persuasion strategy to help brands achieve their strategic objectives of acquiring, developing, and retaining customers is one area in which the above statement is likely to be true and is the focus of this article. Review of the extant literature and examples from the real world are discussed to support this argument. Next, drawing on the literature on affect- vs. cognition-based attitudes, a set of propositions are presented that not only examine the conditions under which affect- compared to cognition-based persuasion strategy helps brands achieve the above three strategic objectives but also delineate the influence of using affect- compared to cognition-based persuasion strategy on various outcome measures related to each of the three strategic objectives.
Total Customer Service: The Ultimate Weapon
- W H Davidow
- B Uttal
Beyond Customer Satisfaction to Customer Loyalty, AMA Management Briefing Total Customer Service: The Ultimate WeaponStrategic role of affect-based attitudes in the acquisition, development and retention of customers
- K R Bhote
- Ny
- W H Davidow
- B Uttal
- Ny
- K K Desai
- V Mahajan
Bhote, K.R. (1996), Beyond Customer Satisfaction to Customer Loyalty, AMA Management Briefing, New York, NY. Davidow, W.H. and Uttal, B. (1989), Total Customer Service: The Ultimate Weapon, Harper and Row, New York, NY. Desai, K.K. and Mahajan, V. (1998), ``Strategic role of affect-based attitudes in the acquisition, development and retention of customers'', Journal of Business Research, Vol. 42, July, pp. 309-24.