Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. The factors that influence customer satisfaction and customer loyalty are explored. A customer perception and satisfaction survey for a chinese buffet. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. Customer satisfaction measurement at disneyland paris. The data collected from the field will be analyzed using both descriptive and. Customer satisfaction in hospitality veronika rudchenko.
A case study college of health sciences library niger. The data was collected by a webbased questionnaire survey which. It is a judgement that a product or service feature, or the product or service itself. The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms. Customer satisfaction in material sense denotes the aggregate position of the banks in terms of fee charged, frequency with which problems are faced and postpurchase behaviour of the customers. Various theories link service quality and customer satisfaction. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. Service quality practices and customer satisfaction in taxi. The main subject of this dissertation is employee satisfaction and its impact on company value. A case study of a reputable bank in oyo, oyo state, nigeria impact of customer satisfaction on. Even if there are instances when the customers are obviously in the wrong, the staff and the business owners of an establishment will still heed to the customers wants because that is one of the. Given that the customer is king or queen, it would be logical to presume that establishing and.
To have the statistic data for the study, one survey with 23 questions was. To address that issue, this thesis presents a data mining based framework, which can be used to identify customer satisfaction types from. Customer satisfaction is the customers fulfillment response to a consumption experience, or some part of it. The purpose of this thesis was to measure the current level of the customer. The importance of customer satisfaction in relation to. Kotler 2003 also defines customer satisfaction as a persons feelings of contempt resulting from comparing a products perceived performance or outcome in relation to hisher expectations.
The customer satisfaction in private bank is more as compared to public sectors banks. An abstract of a thesis submitted in partial fulfillment. Of the five prompts, coalition prompt 4 tries to be more creative and relevant to a high school student. The modifications are tested using data from five service industries. Customer satisfaction and consumer loyalty 2 abstract the purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Liu 2000 stated, for example, that customer satisfaction is a function of service performance relative to the customer expectation.
Satisfaction is the favorability of the individuals subjective evaluation westbrook, 1980, p. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. The company takes every order very seriously trying to always create the best papers. According to wikipedia, the free encyclopedia, customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product service to. Regression beta coefficient and correlation coefficients were generated to test the hypotheses and to establish the causal effects of economic, ethical, legal, philanthropy on customer satisfaction and retention. What is customer satisfaction management study guide. Pdf identifying customer satisfaction patterns via data mining the. Thesis on customer service essay example studymoose. Chapter four presents the data which is gathered through the. The relationship between customer satisfaction and service.
Within organizations, the collection, analysis and dissemination of these. The research findings are analysed by qualitative data analyses techniques to. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. This study investigated users satisfaction with library information resources and services at the college of health sciences chs library niger delta university, nigeria. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of. All the data for the theoretical section was collected from the literature. Masters thesis customer retention case studies of agencies in the professional service sector. Analyzing the relationship between customer satisfaction and. To measure service quality and customer satisfaction in the hotel industry, there are some models. The objective was to determine the level of users satisfaction with library information resources and services. Customer satisfaction is an outcome of good internal feelings arising. Chapter four data presentation, analysis and discussion. Analyzing the relationship between customer satisfaction.
However, neither the product safety nor product cost helped mediate the relationship between product quality and customer satisfaction. The data for this research was collected through the use of a questionnaire which was conducted between january 20, 2003 and january 25, 2003. This study examines the relationship between the quality of service and customer satisfaction in the ebanking era. Data gathered were analyzed using mean and standard deviation. This all leads to more revenue for businesses that can keep their customers satisfied. It is discovered from literature and previous research on relevant theories for this research.
Customer satisfaction data are among the most frequently collected indicators of market perceptions. Lake kivu serena hotel degree programme degree programme in facility management tutors hukkanen anita assigned by lake kivu serena hotel abstract the purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. The overall material customer satisfaction is highest. Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers. Customer satisfaction in the banking industry in ghana is a great challenge to the banks. A study of the factors influencing customer satisfaction and. If you want quality, originality, customer service, and a guarantee of complete client satisfaction, you will come to qualityessay.
The list of sampling units from which sample is taken is called sampling frame. Other authors have brought out theories relating customer satisfaction and service quality in their researches. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. Customer satisfaction and service quality are one of the basic opportunities which help to run. Our priority 16m visitors at disneyland paris 4 000 surveys sent, 40 000 respondents return rate of 30% overall satisfaction. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. What can and cannot be modeled and predicted needs to be clearly stated at all points. I, hamed alsemeri, declare that the dba thesis entitled the factors affecting job satisfaction. The main objective of this dissertation is to analyze customer satisfaction in three. Similarly, vilares and cohelo 2000 found that perceived employee. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction.
It also depends on how efficiently it is managed and how promptly services are provided. Also this study examines the impact of customer satisfaction on customer intention to retain with the business. The thesis aims to be consistent with the most commonly used customer satisfaction analysis techniques and available literature. Customer satisfaction is the customer s fulfillment response to a consumption experience, or some part of it. Jaipur city map was studied thoroughly and samples were selected from the place in a scattered manner manner to get effective result. The service quality dimensions of tangibles, responsiveness, reliability, assurance and empathy influence the customers overall satisfaction. Sep 15, 2016 customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction. But they were satisfied with working hours of the library, thesis dissertation services. Service quality practices and customer satisfaction in. A study of the factors influencing customer satisfaction. This thesis is marketing research about the customer satisfaction of.
Therefore, companies need to be concerned about the customer satisfaction level, because of the internet technology which enables the quick spread of bad word of mouth marketing, as well as good word of mouth to the rest of the world. Customers satisfaction for atm services in bihar, india barun kumar jha 21. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Other definitions for customer satisfaction include. Impact of customer satisfaction on customer retention. In the banking industry, most researchers are interested in maximizing customer satisfaction. Moreover, this thesis studies the factors that influence customer satisfaction and. The tangibility dimension is found to be the most influential predictor of customer satisfaction, whereas empathy. Final thesis for master of business administration in business. Impact of customer satisfaction on customer loyalty.
Measuring customer satisfaction with service quality using. It indicated that there is direct relation between fee charged and customer satisfaction. Wang and hingpo, 2002 showed that the dynamic relationship among service quality, customer value are key factors of customer satisfaction. Impact of csr practices on customer satisfaction and. In the dissertation, a comparison is based on different leadership styles, workplace. This paper examined the impact of customer satisfaction on customer loyalty. This paper examined the impact of customer satisfaction on customer retention. Data for this study were collected in company x, which is situated in etela. Three essays on the customer satisfactioncustomer loyalty. Building highquality cars leads to fewer injuries and deaths associated with vehicular accidents, thus promoting positive. E banking, service quality and customer satisfaction in. Customers satisfaction for atm services in bihar, india. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. Other reasons for making the survey are also very important.
Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. More specifically, the focus is on examining the grouped impact of the factors. Relationship between product quality and customer satisfaction. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. An empirical research on customer satisfaction study.
77 205 871 1385 14 105 852 463 382 605 978 811 1088 81 135 742 1468 272 83 555 184 33 155 1029 403 306 19 436 152 156 1097 769 219 1226 503 841 1310 826 645 695 691