Customer Satisfaction Model Research Articles

Customer satisfaction evaluation method for customized product development using Entropy weight and Analytic Hierarchy Process

Providing customized products with high customer satisfaction (CS) has become an inevitable trend for modern customized companies to remain competitive. This study proposes a CS evaluation method for customized product development using Entropy weight and Analytic Hierarchy Process (AHP). Firstly, customer requirements are identified based on Voice-of-Customer (VoC), and classified into four categories (positive, negative, must-be and fuzzy attributes) according to the characteristics of CS criteria. Then, CS evaluation model and its solution method are introduced in detail. This study especially focuses on the quantitative methods for each category of the evaluation criteria through formulating several mathematical models, and criteria weights are obtained through integrating Entropy weight and AHP method. Finally, a case study of applying the proposed methodology to customized portrait-based product industry demonstrates the functionality of the proposed methodology.

Beyond the Service Process

Understanding patient perceptions of hospital encounters is crucial for the continuous efforts to improve quality of care in the United States. Abundant research has examined the influence of different service process dimensions on customer satisfaction, but scant research has explored how the organizational context affects customer perceptions of service providers. The authors propose a more comprehensive model of customer satisfaction that moves beyond the service process to incorporate organizational and market factors that affect customer experiences directly and indirectly through their influence on the service process. Three organizational and market factors lie at the center of the health care debate: physician ownership, hospital specialization, and market competition. The authors employ the Hospital Consumer Assessment of Healthcare Providers and Systems to determine patient ratings and the American Hospital Association Annual Survey to determine organizational and market factors. The results show that physician ownership, specialization, and market competition positively affect patient ratings. Dimensions of the service process act as a mediator between organizational and market factors and patient ratings. This study provides new insights into the importance of including both organizational and market factors and service process dimensions when examining customer ratings and offers implications for governance and strategy in service organizations.

TOTAL QUALITY CUSTOMER SATISFACTION MODEL

In today’s business environment, all organizations are required to focus on their customers in order to fully understand their needs. There is a need to drive and engage strategic actions in order to close any potentials gaps between customer´s expectations and manufacture´s deliverables. Current customer satisfaction theory appears to be excluded from a holistic model that broadly covers the extent of customer satisfaction concept.This article empathizes the need of an integrated customer satisfaction model that the organization can use as a strategic platform to increase sales, business performance, branding, market share, and customer loyalty, based on specific methodology that translates customer needs into a reliable business plan.

Customer satisfaction‐aware scheduling for utility maximization on geo‐distributed data centers

SummaryWith the increasingly growing amount of service requests from the world‐wide customers, the cloud systems are capable of providing services while meeting the customers' satisfaction. Recently, to achieve the better reliability and performance, the cloud systems have been largely depending on the geographically distributed data centers. Nevertheless, the dollar cost of service placement by service providers (SP) differ from the multiple regions. Accordingly, it is crucial to design a request dispatching and resource allocation algorithm to maximize net profit. The existing algorithms are either built upon energy‐efficient schemes alone, or multi‐type requests and customer satisfaction oblivious. They cannot be applied to multi‐type requests and customer satisfaction‐aware algorithm design with the objective of maximizing net profit. This paper proposes an ant‐colony optimization‐based algorithm for maximizing SP's net profit (AMP) on geographically distributed data centers with the consideration of customer satisfaction. First, using model of customer satisfaction, we formulate the utility (or net profit) maximization issue as an optimization problem under the constraints of customer satisfaction and data centers. Second, we analyze the complexity of the optimal requests dispatchment problem and rigidly prove that it is an NP‐complete problem. Third, to evaluate the proposed algorithm, we have conducted the comprehensive simulation and compared with the other state‐of‐the‐art algorithms. Also, we extend our work to consider the data center's power usage effectiveness. It has been shown that AMP maximizes SP net profit by dispatching service requests to the proper data centers and generating the appropriate amount of virtual machines to meet customer satisfaction. Moreover, we also demonstrate the effectiveness of our approach when it accommodates the impacts of dynamically arrived heavy workload, various evaporation rate and consideration of power usage effectiveness. Copyright © 2014 John Wiley & Sons, Ltd.

Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model)

Survival of any organization in today's competitive environment , is based on clients . Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs , and it continues to be applied in order to increase their satisfaction . Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans , mission statements and policy organizations are planning accordingly . The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model). This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking. The results of the field study analyzing the effects of e- service quality and customer satisfaction on financial performance of public and private banks have been gathered . The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service , phone banking , internet banking quality , has a positive impact on customer satisfaction . The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance . Key Words : e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:Tabella normale; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:Calibri,sans-serif; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Times New Roman; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:Times New Roman; mso-bidi-theme-font:minor-bidi;}

Consumer Satisfaction and Service Quality in Commercial Transportation: An Expedition of SERVQUAL Dimensions

Yes, there is no ready made marketing strategy for any goods and services in the world of business! Marketers must craft the distinct marketing strategies for every product. Nonetheless the one and only ultimate objective of the strategies will be to satisfy the customers. When we consider the strategies for services, it is much stiffer and riskier than goods. It is harder in every aspects of marketing. But fairly, it is proven in many studies that the strong service quality can lead to higher consumer satisfaction from services. Even if we believe that there is a strong relationship between service quality and customer satisfaction, there are plenty of slip-ups to understand the concept of service quality itself. So it is very clear at this point to identify the industry and products wide customer satisfaction models with respect to service quality. In this research paper, an attempt has been made to identify the relationship model between service quality and consumer satisfaction for transportation industry with respect to Nepal's private transportation industry, which may provide a regression model for customer satisfaction. The proposed regression model is to afford a mathematical equation for consumer satisfaction with respect to service quality and its determinants. The results will aid both the marketers and researchers for better understanding of the service quality in transportation industry and a mathematical tool to control the level of satisfaction by directing service quality.

Customer Satisfaction and Social Media Driven Micromarketing: An Empirical Evidence

The research paper intended to view the evolution of micromarketing from its inception in 1988 by Ross Nelson Kay to the new dimension, especially in the 21st century. Also, micromarketing – customer satisfaction model was developed for the study to show the relationship between customer satisfaction, social media and micromarketing. Micromarketing concept is an upspring from long standing principles in marketing which include: market segmentation (target marketing and niche marketing), mass marketing and relationship marketing. The study revealed empirical evidences about the effectiveness of micromarketing to firms. The importance of micromarketing was identified in study. The study concluded that Micromarketing concept to a large extent is adopted by both big/small firms in their operations. It is an essential marketing tool in achieving customer satisfaction in the Airline industry. Social media is the catalyst to the development of micromarketing in the 21st century. Customer loyalty, patronage, and retention are achieved with the adoption of micromarketing in firm’s operations/activities. Micromarketing assists firm’s offering appeal to specific customers or segments. Key words: Micromarketing; Social media; Customer satisfaction

An Integrated Framework: Intercultural Competence, Service Quality and Customer Satisfaction in Grocery Retailing

The article presents a comprehensive framework on three major dimensions that are namely intercultural competence, personal interaction, which is one of the important variables for service quality and customer satisfaction of major retail outlets in Malaysia. The model of constructs’ interrelationships is proposed based on a path theory model. Based on the framework and structural equation modelling approach, a number of propositions were developed to facilitate the research on intercultural competences in selected retail outlets in Malaysia. Although numerous researchers have studied the extensive topic of service quality and customer satisfaction, none of those incorporated the critical role of intercultural competence in their framework on service quality and customer satisfaction model.

Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente


 En este artículo se presenta la teoría de la gestión de la calidad enfocada a la satisfacción del cliente, sus modelos, herramientas, metodologías, y se identifican las aportaciones teóricas relevantes y, sus variables principales, para diseñar un modelo integral, que pueda ser usado como una herramienta de competencia que incrementará la satisfacción del cliente, mediantee la traducción de su voz, y la excelencia en la ejecución de la manufactura y servicio.El modelo integral propuesto es una aproximación teórica que responde a la necesidad c de mejora la competitividad de las organizaciones, por medio de la satisfacción de clientes y lealtad de los mismos Este artículo es uno de los primeros estudios conceptuales que extraen de la amplia teoría de la gestión de calidad, aquellas herramientas y modelos principales que tienen por objetivo la satisfacción del cliente.
 

Investigating the online banking customer satisfaction model under the controlled effect of demographic variables

The purpose of the paper is to investigate the online banking customer satisfaction model under the effect of control variables. The present study has adopted literature review approach to identify online banking customer satisfaction variables to develop a structured questionnaire for conducting further survey. The questionnaire was pretested in Southern-Western region of India with fifty experts before final survey. A total of 600 questionnaires have been circulated. Finally 453 duly filled questionnaires have been returned taking the response rate to 75.5%. The multivariate statistics analysis has further reduced data into nine parsimonious and orthogonal factors which were used as explanatory variables for determining customer satisfaction among online-banking, by controlling the effect of demographic profiles age, monthly income and educational qualification’s impact on customer satisfaction.

The impact of factors influencing destination quality on overall customer satisfaction

The paper deals with problems concerning tourist destination quality and the impact of individual factors on the overall satisfaction of a customer – a visitor to a destination. The methodology is based on the evaluation of individual factors that were identified on the basis of previously conducted researches and that consider all attributes of a destination which visitors are able to evaluate on the basis of their experience and consequent satisfaction. The used data were obtained by a questionnaire surveys, the evaluation is qualitative, and the ten-degree Likert scale is used. The practical part of the paper will focus on creating a multidimensional regression model for overall customer satisfaction for evaluating individual quality factors. The objective of the paper is to identify factors that influence overall customer satisfaction the most; this will be done on the basis of the statistical importance of individual regression parameters. The analysis will be conducted for the data from the regions of Lednice-Valtice Area and Znojemsko and Podyjí; subsequently these two regions will be compared.

Testing a mediation model of customer service and satisfaction in outdoor recreation

This paper examines a model of customer service and satisfaction in the outdoor recreation experience. More specifically, it focuses on the question of whether domain-level satisfaction mediates the relationships between specific customer service attributes and the overall evaluation of an experience. Data were collected through a nationwide assessment of customer service at US Army Corps of Engineers (COE) lakes. Face-to-face interviews were conducted at 10 COE lakes located throughout the United States (n=2933 completed interviews). The survey instrument measured three levels of visitor satisfaction (19 individual attributes, four domains, and overall satisfaction). Study results supported the hypothesized model by confirming the relationships between individual customer service attributes, satisfaction within customer service dimensions (or domains) and overall satisfaction. The influence of some items, however, overlapped across multiple dimensions. The relevant items accounted for between 29% and 41% of the variance associated with satisfaction within the customer service domains. In turn, satisfaction within the domains explained 15% of the variance in overall satisfaction. Management implicationsVisitor satisfaction is one of the fundamental concepts in outdoor recreation. This research investigated the relationship between subjective evaluations of overall client satisfaction with several of its components. Results suggest the following insights for managing outdoor recreation areas to improve visitor satisfaction:•Findings underscore the importance of maintaining and improving the esthetics of recreation areas. Feelings about the appearance of the area were the strongest predictor of satisfaction with facilities, and influenced satisfaction in the other domains as well.•Current and accurate information was found to be the most important determinant of satisfaction with information services, highlighting the need for recreation managers to continually review and update information provided to the public.•Surveys of customer satisfaction in outdoor recreation areas should not only consider tangible indicators of facilities, services, and information, but also intangible aspects of the outdoor recreation experience. Factors such as the opportunity to recreate without crowding affected visitors' feelings of satisfaction with facilities and services as well as their satisfaction with their overall outdoor recreation experience.

Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

Customer loyalty has become a major concern for retail stores across the globe. A loyal customer is a source of competitive advantage through repeat purchase and positive word of mouth. India is on the verge of a retail revolution with the government planning to allow the entry of foreign retail giants to set up shops in India. The specific objective of this research was to develop an empirical model linking customer loyalty to customer satisfaction and store image. Based on the data collected from customers with leading supermarkets in India, a structural model was developed explaining 76.2 % of the variance in the customer loyalty. The study validated the measurement model of customer satisfaction and studied its impact on customer loyalty. The store image was also seen to have a positive impact on customer loyalty through the mediating variable customer satisfaction.

Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java

Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level. Keywords: Decentralization/Regional Autonomy, Quality of Public Services, Value Perception, Public Service Satisfaction

Chaos-Based Fuzzy Regression Approach to Modeling Customer Satisfaction for Product Design

The success of a new product is very much related to the customer satisfaction level of the product. Therefore, it is important to estimate the customer satisfaction level of a new product in its design stage. Quality function deployment is commonly used to develop customer satisfaction models for product design. Relationships between customer satisfaction and design attributes are highly fuzzy and nonlinear, but these relationship characteristics cannot be captured by existing customer satisfaction models. In this paper, we propose a novel chaos-based fuzzy regression (FR) approach with which fuzzy customer satisfaction models with second- and/or higher order terms, and interaction terms can be developed. The proposed approach uses a chaos optimization algorithm to generate the polynomial structures of customer satisfaction models. Thereafter, it employs an FR method to determine the fuzzy coefficients of the individual terms of models. To illustrate and validate the proposed approach, it is applied in the development of a customer satisfaction model for a mobile phone design. Five validation tests are conducted to compare modeling results from the chaos-based FR with those from statistical regression, FR, and fuzzy least-squares regression. Results of the validation tests show that the proposed approach outperforms the other three approaches in terms of mean relative errors and variance of errors and customer satisfaction models with second- and/or higher order terms, and interaction terms can be developed effectively using the proposed chaos-based FR approach.

New competitive priority rating method of customer requirements for customer-oriented product design

Quality function deployment (QFD) has gained extensive international support as one of the powerful techniques to achieve higher customer satisfaction. In the QFD, correctly rating the final importance of customer requirements (CRs) is a crucial and essential process since it largely affects the target value setting of design requirements (DRs). The final importance ratings of CRs are generally determined by combining relative importance ratings (RIRs) and competitive priority ratings (CPRs). This paper proposes a new method to obtain the CPRs of CRs during the QFD process. The proposed CPR method constructs the customer satisfaction model based on the competitive benchmarking analysis and then evaluates the performance quality of company product using the author’s satisfaction and uncertainty measure. Furthermore, the CPR method is integrated with the Kano’s model to capture the different impacts of CRs on customer satisfaction. Finally, the proposed CPR method is illustrated with a numerical example of car door design problem.

A longitudinal investigation to test the validity of the American customer satisfaction model in the U.S. hotel industry

This study was designed to test the validity of the American Customer Satisfaction Index (ACSI) model specifically for the hotel industry. The main objective of this study was to determine consistency of the ACSI hotel model over three periods: 1994, 2001, and 2009. The model was tested using the Structural Equation Modeling (SEM) technique using a two stage data analysis procedure. The findings from multi-group structural equation modeling showed that the model fit of ACSI lodging is consistent, regardless of economic conditions, demonstrating the validity of that model. Several plausible interpretations are presented in explaining meaningful patterns of path coefficients, for each of the study test periods. Furthermore, as the model tests validate the model fit of the hotel ACSI, academicians studying customer satisfaction may use the theoretical underpinnings and conceptual foundation of the model as a basis for their research.

Modelagem robusta para a satisfação de clientes de serviços

O presente artigo apresenta a proposição de uma abordagem robusta para a modelagem da satisfação de clientes de serviços. A abordagem robusta representa uma extensão da abordagem proposta por Tinoco e Ribeiro (2007), através da inclusão de estatísticas robustas que podem representar adequadamente as relações causais que envolvem a satisfação de clientes de serviços, mesmo na presença de respondentes inconsistentes. Os procedimentos robustos permitem identificar esses respondentes inconsistentes e atribuir uma ponderação em função da concordância de cada questionário em relação ao conjunto das observações. A modelagem proposta é apresentada e testada através da construção de um modelo geral de satisfação de clientes de serviços. Para isso, foram avaliados 12 segmentos de serviços escolhidos para o estudo por contemplarem diferentes categorias de serviços, no que se relaciona a grau tangibilidade e grau de contato e de envolvimento do cliente. A abordagem robusta permitiu confirmar a maioria das relações significativas entre determinantes da satisfação obtidas a partir da abordagem tradicional proposta por Tinoco e Ribeiro (2007) e, além disso, incorporar ao modelo outra relação significativa que não seria considerada a partir da técnica tradicional.

다중 LS-SVM을 이용한 중국유학생들의 쇼핑몰 고객만족도 분석

현재 인터넷 쇼핑은 중국인들의 일반적인 소비채널이 되고 있으며 앞으로도 지속적으로 성장할 가능성이 매우 높다. 중국의 인터넷 쇼핑몰 시장이 급속히 성장하고 있음에도 불구하고 중국인의 고객만족도에 맞는 인터넷 쇼핑몰은 많지 않다. 한국의 인터넷 쇼핑몰 업체들이 쇼핑몰에 대한 품질평가와 고객만족도를 분석하여 중국 유학생들의 성향에 맞는 쇼핑몰을 구축한다면 국제 경쟁력을 강화시킬 수 있을 것이다. 본 논문에서는 중국 유학생들과 한국 대학생들의 인터넷 쇼핑몰 고객만족도에 대해 비교 분석하여 어떠한 차이가 있는지 분석하고 전역적 최적의 해를 구하는 다중 LS-SVM을 이용하여 중국 유학생들의 고객만족도 모형을 분석한다. 중국 유학생들의 고객만족도 분석은 한국 인터넷 쇼핑몰 업체들에게 유익한 정보로서 활용될 수 있을 뿐 아니라 국제 경쟁력을 강화할 수 있는 방안이 될 것이다. Currently Internet shopping (or shopping online) is becoming the common consumption channel for Chinese, and it is more likely to continue to grow. Although E-tailers (or the Internet shopping mall) in China is rapidly growing, there are not very many shopping malls that can meet customer satisfaction. E-tailers in Korea analyze the quality evaluation and customer satisfaction of shopping malls. If the Internet shopping that is suitable for Chinese students studying in Korea is built, it is expected to strengthen international competitive power. In this paper, the comparative analysis of Customer satisfaction for Internet shopping between Chinese students studying in Korea and Korean university students is provided. Furthermore, we analyze the customer satisfaction model of Chinese students studying in Korea by using the multi lease square support vector machine that obtains the global optimal solution. Analysis of customer satisfaction of Chinese students studying in Korea are not only used for E-tailers in Korea, but it can strengthen international competitive power.

Modelling Customer Satisfaction for Business Services

Research in the area of business services, which include marketing research companies, advertising agencies and consulting firms, has concentrated on service quality, relationship quality, and overall customer satisfaction. In some of the best known models which connect these concepts, customer satisfaction is modelled as a function of customer expectations and perceived quality. Little research has been done, however, to explain the development of relationships between businesses and business services over time. Additionally, research in this area has been almost non-existent in the transition countries. Our study proposes a customer satisfaction model with an integrated time component to be tested on the transition country data. The relationship quality in our model is expected to be paramount for customer satisfaction, loyalty and the long-term success of business services.