Concept Of Customer Satisfaction Research Articles

Анализ удовлетворенности потребителей образовательных услуг как инструмент управления качеством

Abstract. In the new competitive conditions, the consumer of educational services acts as an "ar-biter" of quality, so ignoring the influence of consumer satisfaction factors is unaccepta-ble. The article provides a comparative analysis of the concept of customer satisfaction by different authors and formulates the author's complex concept of "customer satisfac-tion". The main approaches to measuring the level of customer satisfaction are highlight-ed. The basic set of elements of the general population of consumer satisfaction research for educational organizations is considered. The practice of monitoring the satisfaction of consumers of educational services of NRU "BelSU" is presented on the example of a group of external consumers – "employers". The possibilities of using the results of moni-toring the satisfaction of consumers of educational services as a tool for quality man-agement are determined. The results of the study can be used in the process of develop-ing a marketing strategy and developing a quality management system for educational organizations.

Satisfaction With Health Care Services at the Pediatric Specialist Clinic of the National Referral Center in Malaysia: Cross-sectional Study of Caregivers' Perspectives.

The concept of customer satisfaction is gaining hold in all corporate sectors worldwide, and a satisfaction survey is used as a tool to discover service problems and as a chance for customers to rate their experience with health care services. A high degree of patient satisfaction with the services given has been found in numerous studies conducted in Malaysian public health care facilities. However, there is limited information available on caregiver satisfaction with pediatric clinics run by the Ministry of Health (MoH) of Malaysia. This was the first research performed at a public hospital's pediatric clinic, which was the first hospital to adopt the public-private-partnership model under the MoH, with the aim of discovering the prevalence and factors affecting the satisfaction of caregivers at the national referral center. Cross-sectional research using the standard self-administered SERVQUAL questionnaire was conducted among caregivers accompanying their children to the clinic. The questionnaire consists of 16 paired statements to evaluate their expectations and experiences with the clinic services. A total of 459 caregivers were involved in this study with a majority aged between 30 and 39 years (n=254, 55.4%). Caregivers from the Indian community (adjusted odds ratio [AOR] 2.91, 95% CI 1.37-6.18) and lower income groups (AOR 2.94, 95% CI 1.87-4.64), and those with lower educational backgrounds (AOR 3.58, 95% CI 1.19-10.72) were more likely to be satisfied with the quality of pediatric clinic services. Housewives/househusbands (AOR 0.48, 95% CI 0.25-0.90), on the other hand, appeared less likely to be satisfied with the services provided during their visit to the clinic. Looking at overall patient satisfaction, 50.5% (n=232) of caregivers demonstrated satisfaction with the quality of services, compared to 49.5% (n=227) of dissatisfied respondents. This paper suggests that, although most caregivers are satisfied with the services, greater emphasis must be placed on delivering reliable service in response to the MoH's mission to provide quality and integrated people-centered health services in Malaysia.

PENGARUH CITA RASA DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN DI AISY DRINK KOTA BIMA (Studi Konsumen Di Aisy Drink)

Continuing relationships with old customers and continuing to acquire new customers with the concept of customer satisfaction will have a greater influence on the market share. In the city of Bima, there are many culinary places, one of which is AISY DRINK. Aisy Drink has a unique product taste that is ready to accompany your day with different flavor variants. This study aims to determine the effect of taste (X1), motivation (X2) on purchasing decisions (Y). The study was conducted on 96 consumers as a sample with data analysis techniques, namely classical assumption test, multiple linear regression, correlation coefficient, determination, t test and F test. consumer purchasing decisions at Aisy Drink Bima City. Based on simultaneous results (F) where the value of Fcount is 38.0005>Ftable (38.0005>3.09) and with a sig. value of 0.000<0.05 so it can be concluded that the taste( X1) and Promotion (X2) together have a positive and significant effect on consumer purchasing decisions (Y).

Kvantitativna analiza emocionalnog doživljaja gostiju u restoranima Opatijske rivijere

U ekonomiji doživljaja ljudi više ne kupuju proizvode i usluge, nego iskustva koja im pružaju snažne emocionalne i iskustvene reakcije. Iako se koncepti kvalitete usluga i zadovoljstva klijenta istražuju niz godina, i dalje se nalaze u fokusu znanstvenih i stručnih istraživanja. Međutim, malo je radova koji mjere i istražuju emocionalni doživljaj gostiju u restoranima. Stoga je cilj ovoga rada iscrpno analizirati dosadašnja istraživanja koja se bave ovim konceptima i razviti instrument DINEXPE za mjerenje emocionalnog doživljaja gostiju u restoranu. U tu svrhu razvijen je upitnik koji se sastoji od 35 varijabli, a u analizi prikupljenih podataka primijenjene su metode statističke analize. Uzorak čini 195 gostiju restorana koji su posjetili astronomski festival u Lovranu (Opatijska rivijera) u travnju 2018. godine. Rezultati ovoga istraživanja pomoći će voditeljima restorana u hrvatskom turizmu, pa i šire, u razumijevanju svojih gostiju te u dizajniranju kvalitete usluga koja će biti u skladu s njihovim očekivanjima.

The wellness zone headmasters salon and spa: managing growth

Learning outcomes The learning outcomes of this paper is as follows: to identify unique selling points of a growing business for attaining competitive advantage; to understand the role of segmentation for Wellness Zone Headmasters (WZH); to explore different strategic choices for successful expansion of business; to help students understand the concept of customer satisfaction in a competitive industry; and to understand the importance of differentiation as a major deciding factor for the future of a business. Case overview/synopsis In March 2020, Kumud Goel, one of the directors of WZH, a chain of wellness spa and salon in Jammu and Kashmir (India), was considering different marketing strategies to grow her existing business. The company had opened two new outlets in the past two years and was looking at increasing its customer base. Kumud was concerned about keeping her customers satisfied in a highly competitive industry. She was aware that differentiation was critical for future growth. In what ways could WZH differentiate itself from its competitors at a time when the market was exploding? Could customer segmentation be the solution? What measures would WZH need to take to increase its repeat customers? Complexity academic level The case is appropriate for use in a 90-min class in a Masters in Business Administration-level management course and for undergraduates, especially marketing majors and in a module on marketing strategy and customer value. Supplementary materials Teaching notes are available for educators only. Subject code CSS 8: Marketing.

Evaluation of corrective actions of feedback from clinicians on Clinical Laboratory Services at Bamenda Regional Hospital Laboratory, Cameroon.

BackgroundCustomers’ satisfaction is imperative for success. Clinical laboratories continuously strive to attain very high levels of customer satisfaction to serve their clients and maintain accreditation. The concept of customer satisfaction has not yet been asserted in most clinical laboratories in Cameroon.ObjectivesOur objectives were to assess the satisfaction of clinicians with the laboratory services at the Bamenda Regional Hospital Laboratory, identify important challenges, corrective actions implemented and changes in satisfaction.MethodsThis retrospective study reviewed secondary data from clinician satisfaction survey records from March 2017 and November 2017. Challenges and implemented corrective actions were identified for assessed statements of dissatisfaction (dissatisfaction rates ≥ 20%) on the March 2017 survey. Satisfaction rates in March 2017 and November 2017 were compared.ResultsHigh levels of dissatisfaction were observed for general satisfaction, waiting time, communication, duty consciousness, specimen collection and approach on the March 2017 survey. The main challenges identified were: lack of respect for the expected length of the waiting time, poor attitude, inadequate information, staff shortage and inadequate supervision. Statistically significant reductions in rates of dissatisfaction were observed for general satisfaction, waiting time, communication, response to emergencies, issuing of results, specimen collection, approach and duty consciousness.ConclusionWaiting time is a major cause of clinician dissatisfaction with laboratory services. The identification of clinicians’ challenges and the effective implementation of corrective actions contribute to improvements in clinician satisfaction.

A STUDY ON CUSTOMER SATISFACTION TOWARDS SMARTPHONE USERS

Smart phones are getting smarter each day. In view of the rapid development, multi-functionality, ubiquity and connectivity of mobile devices,it offers a new and potentially powerful market for the Smartphone users. The objective of the study is to identify the brand of Smartphone preferred by the respondents, to analyse the satisfaction of the consumers towards Smartphone usage and to compare the satisfaction score among selected demographic variables. The sample size is 200 respondents.The statistical tools used in this study are Simple percentage,Descriptive analysis, Rank analysis,ANOVA,T-test and Regression analysis.The concept of customer satisfaction has attached much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models.They are living in world which is totally networked with the communication.With the advent of fast technology,the world has become a global village.With the click of small buttons on a computer one can easily get any information according to user needs and choice. Recent developments in mobile technologies have produced a new kind of device, a programmable mobile phone, the smart phone. Generally, smart phone users can program any application which is customized for needs. Furthermore,they can share these applications in online market.Therefore, smart phone and its application are now most popular keywords in mobile technology. Hence, it is vital to analyse the customer satisfaction among Smartphone users and make necessary changes in the technology in order to with stand in the competitive market. The findings state that the consumers are more satisfied with user friendliness, picture and sound quality of smartphones but not satisfied with after sales service pirce of current brand of Smartphone has an influence over satisfaction.Samsung brand is mostly preferred by the respondents.

Service Quality: A Comparative Study Between State Bank of India and ICICI Bank

Service quality has become an important tool in the service industry. The concept of customer satisfaction is widely recognised as a key differentiator which occupies a vital position in marketing thought and practice and is the major outcome of any marketing activity. This study makes an effort to understand the difference in service quality offered by the state bank of India and ICICI bank. SERVQUAL model which was proposed by Parasuram et al. is used to measure the service quality perceived by the customers of the state bank of India and ICICI bank in Srinagar city, a city in Jammu and Kashmir and a state in India. The information as gathered from the different customers of both banks Viz., State bank of India and ICICI bank Forty respondents from each bank were contacted personally in order to seek fair and frank responses on the quality of services in banks. The analysis clearly shows that there exists a wide perceptual difference among state bank of India regarding overall service quality with their respective customers when compared to ICICI bank whereas the said perceptual difference in ICICI bank is narrow.

Relationship marketing and customer satisfaction in the Ghanaian hospitality industry

PurposeThe purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally, the hospitality industry ranks as one of the most competitive business sectors with competing organisations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This paper examines how relationship marketing impacts on trust, commitment and satisfaction for customers in the Ghanaian hospitality industry.Design/methodology/approachA positivist methodological framework was used for the collection of data, analysis and theoretical development in this research. The data collection questionnaire was administered to 167 guests of a 3-star hotel in the Accra Metropolis. Structural equation modelling was used to ascertain the significance of the relationship that exists between trust, commitment and customer satisfaction with respect to the relationship marketing practices of hoteliers in Ghana.FindingsStudy findings provide insight into the processes and practices of relationship marketing that is based on trust and commitment. The findings show a positive and significant relationship between trust, commitment and customer satisfaction. The study also revealed that commitment partially mediates the association between trust and customer satisfaction.Research limitations/implicationsWhile this study is limited to a single hospitality and tourism company in Ghana, the findings can have far reaching implications for managers in the hospitality industry in Ghana, it provides a vivid illustration of the impact that customer satisfaction can have on the fortunes of business and a genuine desire to develop trust and be committed to the welfare of business clients can lead to higher customer patronage.Practical implicationsTrust and commitment in the hospitality industry requires innovative business practices that makes the client value all the service experience that he or she may encounter. The findings indicate that customer satisfaction is influenced by trust and commitment in the hospitality industry.Originality/valueValue to the authors’ knowledge, the relationship between trust and commitment in relationship marketing and customer satisfaction concepts has not previously been investigated using structural equation modelling analysis within the Ghanaian hospitality industry. This implies that both trust and commitment are necessary to attain customer satisfaction.

Research on Relationship Between Buyer Behaviour and Customer Delight Towards FMCG Environment Friendly Products

The concept of customer satisfaction is studied with their behaviour and suggestions given for ready for action. Since all producers in the market place is trying to make their buyers happy and satisfied, it becomes very important for the business to delight its customers.This study about the connection between the customer happiness or delight and buyer behavior towards environment friendly products. Correlation is used for this study. It’s found that there is positive relation between them.

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services.
 Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

Influence of Branding on Customer Perception of Service Delivery among the Counties in Kenya

For any development to take place in any organization or formal unit that provides a given services, the loyalty of the consumers or rather customers must be maintained. One basic way of maintaining customer loyalty is by ensuring that the customers are satisfied by the quality of services they are accorded (both in quality and quantity). Satisfying the customers’ needs means that there is a concept of customer satisfaction, which is directly tied to branding and image creation. The aim of branding in any organization that deals in offering a given services is to ensure customer satisfaction. The study shall be carried out with the main objective of examining the influence of branding on customer perception of service delivery among the counties within coast region, Kenya. This study shall adopt a descriptive research design. The study shall have a total target population of 90 respondents. In this study, since the population is small (90 respondents), a population census shall be carried out. This means that for equal participation, all the respondents shall be considered for the study. There, the research instrument shall be equally distributed to the entire population that is contained in the various counties i.e 15 data collection instruments per county. Primary data in this study shall be collected using a semi-structured questionnaire that shall be administered using ‘drop and pick later’ method. The completed questionnaires shall first be edited for consistency and completeness before processing responses. After data cleaning, data shall be coded, entered into the computer for analysis. Data shall be analyzed using SPSS version 22.0. The data shall be analyzed and presented using descriptive statistics such as means and percentages, frequency counts, and standard deviations. The relationship between the independent and dependent variables shall be sought for in what is normally known as the hypothesis testing. A regression analysis shall be carried out to check this.

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services.
 Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

An Empirical Examination of Customer Satisfaction in the Steel Industry: Evidence from South Africa

Customer satisfaction is a fast growing concept and pivotal to the performance of any organisation. In recent years, the concept has become the primary issue in all industries including B2B. However, some companies in the B2B have not embraced the concept to gauge their customers’ satisfaction. The purpose of the study was to assess customer satisfaction levels with current services provided by the company selling reinforcing steel to the construction industry. The study has a South African focus and used B2B steel company to assess the concept of customer satisfaction. A survey was carried out in the steel industry to gather information regarding customer satisfaction. A quantitative research approach was used and data were collected by means of a questionnaire that was distributed among the company’s customers. Of the 176 questionnaires distributed, 113 were completed in full while 5 questionnaires were incomplete, giving a response rate of 64%. The questionnaires were completed by executives as representatives of companies surveyed. The company has developed a positive relationship with its customers through various types of service interaction such as on time delivery, technical back up, quality of the product, ability to meet specific requirements, correct invoicing, sales services, good communication and utilitarian value. However, the area of stock availability had a wider gap and it was recommended that the company must always make the plant available for production. There is a positive perception of the company’s service quality and customer satisfaction even though there is scope for improvement as reflected by the existing of gaps within the company’s operations.

STUDENT SATISFACTION AND TECHNOLOGY INTEGRATION IN TEACHING AND LEARNING: THE CASE OF UNIVERSITY EDUCATION IN NAMIBIA

Purpose of the study: The purpose of this study is to assess Student Satisfaction and Technology Integration in Teaching and Learning: The Case of University Education in Namibia. The concept of customer satisfaction has attracted much attention in recent years. Institutions of higher education are accountable for their performance to their trustees, state boards, accreditation agencies, employees, parents, and of course, their students. Students are the reason for the existence of Institutions of higher education. Hence Student satisfaction should be the core business of such institutions. Yet despite a large body of research literature examining customer satisfaction and student satisfaction for that matter, researchers have not fully investigated the relationship between student satisfaction and technology integration in teaching and learning. This study explores the Challenges faced by academics in terms of technology integration in teaching and learning. It further assesses Students’ Satisfaction in relation to Technology Integration in Teaching and Learning as well as the relationship between the use of technology in teaching and learning and Students Satisfaction. Research Methodology: This is a correlation cross-sectional quantitative survey. Responses were obtained from a 200 valid random sample comprising of Students and Lecturers at one of the major public Universities in Namibia. The responses were analysed using SPSS version 23. Both descriptive and inferential statistics were used to examine the research questions. Descriptive statistics were used to report demographic information and for inferential statistics, the principal components analysis (PCA) was used. Further, in order to explore the relationships between Student Satisfaction and Technology Integration in Teaching and Learning, Pearson correlation and analysis of variance (ANOVA), were used to address research questions accordingly.Findings: The study found significant relationships between Technology Integration in Teaching and Learning and Students Satisfaction. The results prompted recommendations guiding effective marketing strategies for Institutions of Higher Education, policy making in relation to Technology Integration in Teaching and Learning vis-à-vis Student Satisfaction.Contribution: Regular appraisal of students satisfaction with technology integration is critical. Evaluation of lecturer’s perception and awareness of technology integration is essential-to reduce the Knowledge Gap in the area of technology integration in teaching and learning. Specific studies related to technology integration in teaching and learning per discipline (Programme) are desirable since different Programmes may have different needs in terms of technology integration. Lecturers’ commendations/support for technology integration is key to ensure adoption and full technology integration in the long run. Institutional Policy on course web/e-learning presence is fundamental

PEMETAAN PROFIL PASIEN/KLIEN RUMAH SAKIT UMUM DAERAH (RSUD) KOTA X MENGGUNAKAN NET PROMOTER SCORE

Regional General Hospital City X is the only government-owned hospitals of city X, had some visionincluding provide excellent service quality plenary to the whole society. Net Promoter Score (NPS) is atool and concept of customer satisfaction, which through NPS companies can see their performanceaccording to the customer's perspective. This study aimed to obtain consumer profiles and identifystrengths and weaknesses in the service of the Regional General Hospital City X based on the perceptionof consumers. This study used a quantitative approach with survey method. Data captured in one shootmeasurement from August until September 2015. Instruments used in the form of a questionnaire. Theresearch subjects were patients/families undergoing outpatient treatment or hospitalization in sometreatment rooms of the Regional General Hospital City X. The total sample was 442 persons, calculatedusing the Slovin formula with alpha 0.05. The analysis was univariate analysis. The final resultsshowed the profile of patients/families mostly as consumers detractors (45.2%) than consumers promoters(19.7%), where the value indicated by the NPS better perception of inpatients than outpatients.Weakness in outpatient services is a long queue system and the limited facilities, whereas in inpatientfacilities are limited and hygiene problems. City Hospital X strength in providing services is thefriendliness of its officers (doctors, nurses, administration).Keywords: net promoter score, consumer profile, hospital service

The influence of customer satisfaction on customer price behavior: literature review and identification of research gaps

Because price is a key element in the profit equation of every firm, it is essential to analyze the mechanisms of customer price behavior (CPB) and its determinants. The concept of customer satisfaction (CS) as one of these determinants has frequently been analyzed in the recent academic literature on marketing and pricing. This paper aims to analyze current studies on the influence of CS on CPB to provide an overview of the current state of research. Based on this literature review, this study can identify research gaps that can serve as avenues for future research. Hence, this article contributes to the existing literature by identifying four essential research gaps. First, future research must consider that in the course of satisfying consumption experiences, the customer typically pays a certain price. On the one hand this price can serve as an anchor for the customer’s future price behavior; on the other hand this price can be used by a company to evaluate such future price behavior. Furthermore, future studies must differentiate between transaction-specific and cumulative views of CS. Second, future research should distinguish between the influence of CS and the effect of customer delight on CPB. Third, the study of the effects of CS on constructs that are also important in behavioral pricing, such as price acquisition, price processing and price knowledge, has been neglected in existing research. Fourth, future research should consider further moderators of the relationship between CS and CPB. Closing these gaps would make an important contribution to marketing research and practice.

Motivasi dan Perilaku Konsumen dalam Keputusan Pembelian Produk Kerajinan Kulit di Yogyakarta

<p>Success in carrying out business activities can not be separated from the marketing concept of customer satisfaction or customer priority. Likewise, the leather industry in Yogyakarta. To achieve business success, must be able to understand what motivates consumers to buy their products, including also understand consumer behavior. The decision will purchase a product by the consumer is influenced by various factors, both internal and external factors. Factors include cultural factors, social factors, Personal factors, psychological factors which include motvasi, perception, knowledge, beliefs, and attitudes. Determine the factors that are considered by consumers to buy the product, then the manufacturer will be able to determine the right strategy in improving business.</p>

A study of Islamic customer satisfaction

Customer satisfaction’s key role in marketing has led to the development of models to measure this concept. Customer satisfaction has been used as a critical index of business’ success. It could gradually find its way through other managerial tools and performance measurements, and has even led to the development of national customer satisfaction indices. In any concept related to the human sciences, kinds of ontological, epistemological, and human nature assumptions do have an effect on the quality of concept. The dominance of utilitarianism over global business environment has driven the concept of customer satisfaction toward a tool to generate more profit. Islamic thought opposes the aforementioned perspective in customer satisfaction. The Muslim way of thought is led by an endeavour to reach God’s satisfaction as a final goal of life whether on an individual level or a social level, whether in a for-profit environment or a not for-profit environment. By considering God’s satisfaction as the final goal, gaining customer satisfaction would be acceptable. In addition, customer satisfaction has to respect the human position, which in Islamic literature is called Takrim. Using grounded theory to build a theory on this proposition, several interviews with Islamic experts have been conducted.

Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA

The concept of customer satisfaction and loyalty (CS&L) has attracted much attention in recent years. A key motivation for the fast growing emphasis on CS&L can be attributed to the fact that higher customer satisfaction and loyalty can lead to stronger competitive position resulting in larger market share and profitability. Using a data envelopment analysis (DEA) approach, in this study we analyzed and compared CS&L efficiency for mobile phone brands in an emerging telecommunication market, Turkey. The constructs of European Customer Satisfaction Index (ECSI) model are treated and used as input and output indicators of our DEA model. Drawing on the perceptual responses of 251 mobile phone users, the DEA models reveal that from the top six mobile phone brands in Turkey, Nokia features as the most efficient brand followed by LG and Sonny Ericsson in terms of CS&L efficiency, while Motorola, Samsung and Panasonic rank as the least efficient brands.