Customer Satisfaction Model Research Articles

An assessment of customers’ satisfaction for emerging technologies in passenger cars using Kano model

Purpose Automobile industry has been the backbone of manufacturing sector in any country. During the past decade, passenger car industry has emerged as the one of the growing sectors in the Indian economy. Technological features in the passenger cars industry has been evolving in the global market, and customers have been the most important stakeholders to judge the requirement of these features. Therefore, the purpose of this paper is to analyze the customers’ need for these emerging technologies using Kano model of customer satisfaction. Design/methodology/approach This paper has used the Kano model to assess the customer satisfaction for Indian passenger car companies. Overall, 250 customers of passenger cars from Northern India have been surveyed using well-structured questionnaire designed as per the Kano model. On the basis of responses, this study has categorized the technological attributes of passenger cars as attractive, must be, one-dimensional and indifferent. Findings “Auto Gear Shift” system has emerged as a must be attribute. “Premium surround system” has been categorized under one-dimensional attribute. “Communication between vehicles,” “integration with smart phone,” “connecting applications,” “dual-stage airbags,” “in-dash navigation system,” “rearview camera,” “heated and cooled seats,” “built-in fourth generation long term evolution,” “Wi-Fi system” and “automated window cleaning system” have emerged as attractive features. The customers have been indifferent about “gesture control,” “reality display on car wind screen” and “run-on-flat tyre.” In contradiction to the popular belief, this study has found that customers have shown Indifferent attitude toward “hydrogen fuel-operated cars” and “battery cars.” Research limitations/implications This present study gives insight about the acceptability of various emerging technological features in Indian car market. This study has fulfilled the existing dearth in assessing the customers’ insight about the implementation of these emerging technologies in Indian cars. This paper will be helpful to the manufacturers to inculcate the voice of the customers in designing the new technologies for the passenger cars. Originality/value Previous studies across the globe have applied Kano model for assessing customers’ satisfaction in various industries, but according to the authors’ knowledge, hardly any study was conducted in context of technological attributes for Indian passenger car companies.

Satisfaction Survey of WeChat Mini Program Based on CCSI Model

At present, WeChat’s Mini Program focuses on commercialization and new retail sales in China, but there is no related research in foreign countries. The research on customer satisfaction is blank. This paper adopts the literature analysis method and questionnaire survey method in the research method. Based on the user of WeChat’s Mini Program, the related theory of user satisfaction and the Chinese Customer Satisfaction Model (CCSI) are applied. Background and status quo of WeChat’s Mini Program development are analyzed first along with the user satisfaction survey analysis and SPSS 24.0 software to analyze and validate the collected data. Differences among the analysis dimensions of user satisfaction of WeChat’s Mini Program are found to modify the model, and suggestions are proposed thereafter.

섬 해양 관광지 평가 속성의 만족도 삼요인 모델

The purpose of this study is to classify evaluation attributes’ satisfaction of the island's marine tourist destinations by applying the three-factor model of customer satisfaction. In order to derive the evaluation attributes of island tourist destinations, prior studies were reviewed on the evaluation attributes of island tourist sites. After reviewing the research of Matzler & Sauerwein (2002) and prior research on the domestic and international satisfaction model to understand the structure of three-factor model of customer satisfaction, research problems were established to classify the attribute satisfaction of island tourists into basic factors, performance factors, and excitement factors. A questionnaire survey was conducted from 25 July to 8 August 2020 for a tourist visited the Bijin Island. A total of 208 replies were analyzed. According to the results, “Content attribute satisfaction”(entertainment, food, sightseeing programs, souvenirs/souvenirs) and “Satisfaction with transportation attributes”(number of passenger ship operations, passenger ship waiting time, passenger ship fares) are identified as basic factors; “Information Guide Attribute Satisfaction”(guidance signs, diversity of prior information, accuracy of prior information) is excitement factors; “Infrastructure property satisfaction”(amenities, entertainment facilities, local restaurants and accommodations) is indifference factors. This study not only makes theoretical contributions to the study of island tourism satisfaction but also offers practical suggestions for island village operation manager.

Customer Satisfaction Model

In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.

The Development of Marine Sports Tourism Based on Experience Economy

Yang, Y.; Gong, Y., and Li, B., 2020. The development of marine sports tourism based on experience economy. In: Li, L. and Huang, X. (eds.), Sustainable Development in Coastal Regions: A Perspective of Environment, Economy, and Technology. Journal of Coastal Research, Special Issue No. 112, pp. 106-108. Coconut Creek (Florida), ISSN 0749-0208.With the development of social economy and the improvement of people's living standards, people's consumption requirements have changed from the initial emphasis on products and services to the emphasis on experience. The 21st century is an era of experience economy and ocean, which gives new opportunities and challenges to marine tourism. Sports industry has become one of the most promising industries in the 21st century. “Experience” and “tourism +, sports +” have gradually become the new choice of people's lifestyle. At present, most of the sports tourism products in coastal cities of China are in the primary stage of meeting the basic spiritual needs of customers, which is mainly a single structure product of coastal tourism. Based on the consumption demand in the era of experience economy, this paper puts forward the change of leisure consumption demand and marketing innovation mode, which requires us to continuously develop marine sports tourism products. Based on the customer satisfaction model of experience consumption, this paper analyzes the development of marine sports tourism. This paper constructs the SWOT model, which can better analyze the development of marine tourism. Finally, some suggestions are put forward.

Kano Model Application in the Tourism Industry: A Systematic Literature Review

ABSTRACT This paper provides a systematic review of the Kano model in the tourism sector. The first research objective is to identify the fields under the tourism sector utilizing Kano’s customer satisfaction model. The second goal is to study the application of the Kano model along with other methodologies for quality improvement in the tourism sector. 36 selected articles published in peer-reviewed journals between 2003 and 2018 were systematically reviewed. Non-linear quality constructs were identified from different tourism sectors such as accommodation, attraction, food services, outdoor recreation, transportation, and travel & trade. The empirical study was found to be the most popular approach; Taiwan published most of the research in the field, followed by the USA, UK, Saudi Arabia, and India. The study will enable managers, marketers, and policymakers to recognize customer needs, enhance service quality, and develop sustainable tourism growth strategies. The paper highlights the non-linearity of service quality attributes in the overall tourism sector – an attempt that has not been made hitherto.

Pakistani Customer Satisfaction Index

The modern economy and its dynamics are changing rapidly. The core feature of old economy was mass production and consumption of commodities. However the new economy is more advance and is focused on producing more differentiated goods and services. Research suggests that no CSI model can be generalized for all sorts of economies and organizations. That’s why it has been in evolutionary phase since it was first introduced. In Pakistan, like most Asian countries, customer satisfaction has never been measured. As satisfaction level brings us to know the real benefits that masses are getting from govt. and customer from private sector organizations. The respondents were approached with questionnaire that contained 18 questions and 4 demographic variables. Wordings have been modified where needed to make it understandable with regard to mobile phone services. This research has ample justification on the validity of cause and effect model proven through correlation and regression analysis. Customer satisfaction model has been validated in local context with strong reliability.

Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce

Grounded on the American Customer Satisfaction Framework (ACSF) of Bryant (1995), the European Customer Satisfaction Framework Model (ECSF) of Anderson and Fornell (2000), and Eleven-factor Customer Satisfaction Model of Hokanson (1995), this study develops reliable and valid five constructs of customer satisfaction theoretical model and build up a questionnaire in the unique context of Beauty and Cosmetic Online Shopping in the Vietnamese market. More specifically, we identified five main constructs including 5 implementation constructs (i.e., online shopping experience, customer service, external incentives, security/privacy, and personal characteristics), and one outcome construct (i.e., customer satisfaction). A detailed questionnaire was then developed with items for these constructs along with the questions on the personal characteristics of the respondents. The questionnaire was sent to randomly consumers via online channels including Facebook. The target participants are Vietnamese people who have experience in shopping online products like beauty and cosmetics. Based on 334 full responses have been received, we use Exploratory Factor Analysis (EFA) to test for 167 observations to ensure that all items in each scale reflected sufficiently the scope of each construct. This technique helps to identify the underlying dimensions of consumer satisfaction. Furthermore, we also employ Confirmatory Factor Analysis (CFA) to validate the constructs and items in questionnaire. To do this, we have used the sample of 167 responses. Finally, together with results from SEM models, our study contributes to providing a reliable and valid questionnaire which fully reflect for our self-constructed theoretical model of five constructs including Online shopping experience (OSE), External incentives (EI), Seller service (SS), and Security/privacy (SP), as well as personal characteristics (PC).

Ověření důvěry a spokojenosti zákazníků na českých slevových portálech metodou modelování strukturních rovnic

The topic of this paper is customers' trust and satisfaction with online group buying. The model of customer satisfaction was designed as a synthesis of the Expectation - Confirmation Model (ECM) and the DeLone & McLean IS Success Model. Reputation and perceived size of the online group buying website, system quality, information quality and service quality were factors analysed in the model. Trust was perceived as a predictor of customers' satisfaction. Data from the questionnaires were analysed using structural equation modelling. It was found that reputation and perceived size of the online group buying website have the most important impact on customers' trust and satisfaction.

Model Customer Satisfaction And Customer Behaviour Intention In Improving The Dimension Of Referral Marketing, Experiental Marketing, Service Marketing

This research aims to test and analyze customer satisfaction model and customer behaviour intention in meningkatkandimensireferral marketing, experientalMarketing, service marketing in customer user product PT. DenpooMandiri Indonesia Branch Surabayi have been respondents to the study as much as 130 people, consisting of 90 women and 40 men. This analysis uses the analysis path. Calculation of statistical analysis using SPSS aimed at calculating the significant or absence of a study. This research can contribute to the company PT. DenpooMandiri Indonesia in increasing customer satisfaction by combining the dimensions that will be researched and researchers want to help increase the sales level of Denpoo products so that the product can be felt by the customer. Findings of this research with statistical analysis calculations using SPSS Path analysis that aims to calculate the significant or absence of a study. Based on the results of the overall research of data analysis can be noted that empirically tested by Bersama–sama referral marketing variables, experiential marketing, service marketing, customer satisfaction has a significant impact to the customer behaviour intention. Customers will increase when referral marketing variables, experiental marketing, service Marketingcan be tested and can provide benefits to the community and employees of the company.

The Impact of E-Service Quality on Customer Satisfaction in Malaysia

This study referred to E-S-QUAL model of determinant of electronic service quality in online shopping context and, the purposed of the study is to determine the impact of e-service quality on customer satisfaction. Literature supports the concept that quality of e-services are interlinked concepts and it has the linkage with the customer satisfaction as well.The data were collected from 363 undergraduate students in Universiti Teknikal Malaysia, Melaka (UTeM) by using multistage cluster sampling to identify the respondents. The study result indicated that the overall level of satisfaction on e-service quality by students was at a moderate level. The results showed that the customer satisfaction and the dimensions of e-service quality namely; efficiency, fulfilment, privacy and system availability are positively correlated with one another. Quantitative research method was employed to test the proposed hypotheses of the study. Data was analyzed by using PLS-SEM. The result highlighted that the four dimensions in e-service quality are a significant predictor that portrayed significant fit to the model of customer satisfaction. The findings of the study may contribute to the literature of same context and, to the online retailer as a guideline to formulate a new plan in improving customer satisfaction. Therefore, the present study is aimed at exploring the benefits of quality in e-services to deal with customer satisfaction.

Developing and validating e-retailing satisfaction scales with text-mining

PurposeThe purpose of this study includes two parts. First, it introduces a machine-based method for model and instrument development and updating that integrates large sample qualitative data. Second, a new model and instrument for e-commerce customer satisfaction are developed.Design/methodology/approachThe research occurs in two phases. In Phase 1, data collection occurs with a literature-based quantitative model and instrument that includes at least one qualitative scale item per construct. Data analysis of the resulting data includes factor analysis (FA) and latent semantic analysis text mining to generate an updated model and instrument. In Phase 2, data collection uses the new model and instrument. Data analysis in Phase 2 includes exploratory data analysis with FA, exploratory structural equation modeling and partial least square modeling.FindingsAs a result of the information gained by the integration of qualitative scales in the literature-based survey, the final model departs substantially from the initial research-based research model. It integrates many of the constructs known to impact a website and software usability from information systems research into a new e-retail satisfaction model.Originality/valueThe research method, as presented here, offers a strategy for integrating large scale qualitative data for refinement of models and the development of instruments. It is essentially a method of gaining the wisdom of crowds economically while simultaneously reducing the biases and laborious effort commonly associated with qualitative research.

To Study the Impact of Customer Satisfaction on Customer Loyalty in Mobile Telecom at Ernakulam District

The Indian telecommunication industry,mainly mobile phone services is is undergoing a high growth not only in India but worldwide.This industry has contributed substantially towards the nation’s Gross Domestic Product. Telecom operators due to tight completion hadto concentrate more on customer satisfaction and customer loyalty to remain competitive in the market This study in conducted in Ernakulam district of Kochi, a global city known as the trading capital of Kerala where the tight completion is among Vodafone-Idea , Airtel, Jio, BSNL . Business development actions by leveraging the loyalty of customers are cost effective rather than running around a new customer.. The customer satisfaction model was adopted to understand customer’s opinion regarding the telecommunication service providers.50 respondents were contacted by the researcher by way of convenient random sampling as descriptive research design was adopted.There is a tight competition among the telecom operators nowadays and maintaining customer satisfaction ,Loyalty is a must to boost their number of customers and retain their customers. Hence,the researcher made an attempt to study impact of Customer Satisfaction on Customer Loyalty.

To study the Customer Satisfaction of Jio Telecom at Ernakulam District

The Indian telecommunication industry is one of the important segment in service sector which contribute substantially to nation’s Gross Domestic Product. Companies especially in telecom sector and in particular the private players have to concentrate on customer satisfaction to remain competitive in the current market. Many companies have lost their sustainability and are forced to quit in this competitive environment due to nonattainment of customer satisfaction. The entry of Reliance Jio has made a big change and hs become the number one telecom by user base. This study has been conducted in Ernakulam district of Kochi a global city, known as the trading capital of Kerala. A customer satisfaction model was adopted to understand customer’s opinion regarding Jio. 50 respondents were contacted by the researcher by way of convenience sampling as exploratory research design was adopted. Hence, the researcher made an attempt to study the customer satisfaction of Jio telecom at ernakulam district, kerala.

Winescape through the lens of organized travel – a netnography study

PurposeWinescape is the space where wine experiences occur, consisting of both tangible and intangible elements, and its understanding is very important for both the wine and the tourism industry. The purpose of this study is to define the attributes of winescape as seen from the perspective of organized travel.Design/methodology/approachThe study uses the netnography approach by analyzing online user-generated content. A total of 118 TripAdvisor reviews for a wine tour company in Piemont, Italy, were coded using NVIVO12 software.FindingsSix major elements of winescape were identified: tour guiding, core wine product, tour planning and logistics, complementary activities, food and dining and nature and scenery prominent. When compared to previous research, the findings show that the type of travel (organized versus independent travel) has a significant impact on the perceived winescape.Research limitations/implicationsAs the study refers to a particular type of destination (Piedmont, Italy), and a specific product (private or small group tours), findings may not fully apply to wine regions and market segments of a different kind.Practical implicationsThe proposed winescape model can be used by both practitioners (for enhancing the quality of their products) and researchers (for comparative studies or as a basis for customer satisfaction models specifically tailored to wine tours).Originality/valueOrganized wine tours as a specific aspect of wine tourism have been neglected in research so far. To the authors’ knowledge, this is the first study to focus on winescape as seen through the lens of organized wine tourists, and the resulting model differs significantly from the existing ones.

Determinants of the Satisfaction of Students Studying in Private Universities—Application of Kano Model

The satisfaction of the students at university is in general interpreted as the happiness and contentment that students experience when their needs and expectations are fulfilled. This paper is aimed at understanding the factors that influence the students’ satisfaction using Kano model of customer satisfaction as the basic premise. The survey was conducted amongst 193 students studying at the private universities in Uttarakhand state. The results indicated that the key determinants of satisfaction for the students studying at the private universities included the qualified and knowledgeable faculty resources that private universities attract, and the world class infrastructure with state of the art technology for academic delivery. Only aspect that students have shown slight dissatisfaction towards was the cost of the program which is an important factor to be considered.

Optimisation of customer satisfaction index model for business hall of operator

Business hall plays an important role in telecom operator's service. Modelling the customer satisfaction of the service provided by business hall is of help for telecom operators to improve their service quality. Traditional customer satisfaction models are too abstract and general, which makes the satisfaction analysis not precise enough to model the satisfaction index of a specific service. This paper focuses on modelling customer satisfaction of service provided by the business hall. An optimisation process on traditional TCSI model was conducted based on the data acquired from questionnaire survey. Based on the optimised model, suggestions about designing business hall at current time are proposed.

Research on Customer Satisfaction Measurement of Online Tourism Platform Based on Value Chain- Take Company X for example

With the vigorous development of the economy and Internet, improving customer satisfaction has become an important issue faced by online tourism platform providers. How to scientifically evaluate customer satisfaction is the key factor to accurately define the impact of customer satisfaction, and also the premise and basis to effectively improve customer satisfaction. This paper decomposes the value chain of Online Travel Agency (OTA) and constructs OTA customer satisfaction model from the perspective of OTA value chain activities. According to the characteristics of OTA value chain flow; this paper puts forward OTA customer satisfaction measurement scale, and takes Company X as an example to make an empirical analysis. Entropy weight method calculates the weight of all levels of indicators. Fuzzy comprehensive evaluation method is used to determine the level of customer satisfaction of all levels of indicators. Through the analysis of empirical results, countermeasures and suggestions are put forward to improve the overall service quality of OTA and customer satisfaction, which can provide reference for the service quality of online tourism industry in China.

Modelling Customer Satisfaction to Improve Receivables of a Firm in a Supply Chain

A firm in a supply chain usually defines payment strategies such as penalty rate, delivery time, customer discount, and quantity of order fulfilment regarding the invoices issued for the products ordered by the customers, whilst these payment strategies affect not only the amount paid by the customers but also customer satisfaction. The main aim of this article is to evaluate the effects of customer satisfaction on the cash inflow of a firm in a supply chain. In fact, this article develops an optimisation mathematical model to maximise the amount of cash received from customer within a time horizon through maximizing customer satisfaction and optimising the payment strategy parameters. Customer satisfaction in each period is defined as a dependent variable of three parameters such as penalty rate, demand variation and delivery time. All the firms in a supply chain can adjust these parameters to improve the amount of cash received from the customers. The penalty rate in each period is related to the amount and time of cash received from the customers in that period and the amount are supposed to be received from the customers in the next period. Consequently, customer discount can be applied to improve the firm's input.

Cep telefonu pazarında müşteri memnuniyetini etkileyen faktörlerin ACSI modeliyle araştırılması

Cep telefonu sektörü, teknolojiyle beraber her geçen yıl daha fazla gelişerek inovasyonun en önemli faktör olduğu bir sektör haline gelmektedir. Her marka tüketiciyi daha iyiye ve daha yeniye kavuşturmak için çaba göstermekte, yüzlerce ürün tasarlanmaktadır. Bu durum tüketicinin karar vermesi için çok fazla faktörün ortaya çıkmasına neden olmaktadır. Böylelikle özellikle cep telefonu pazarında müşteri memnuniyetini sağlamak büyük önem taşımaktadır. Bu çalışmanın amacı, Amerikan Müşteri Memnuniyeti Modeli (ACSI) ile İzmir’de yaşayan ve akıllı telefon kullanan insanların cep telefonu markalarına olan memnuniyet ve sadakatlerini araştırmaktır. Modelin test edilmesinde Yapısal Eşitlik Modeli (YEM) kullanılmıştır. Araştırma modelinde yer alan faktörler; Algılan Kalite, Algılanan Değer, Müşteri Şikayetleri, Müşteri Beklentileri ve Müşteri Sadakatidir. Çalışmada kullanılan veriler, İzmir’de Bornova, Karşıyaka, Foça, Buca, Çiğli, Bayraklı ilçelerinde ikamet eden farklı meslek ve yaş gruplarına ait kişiler arasından rastgele seçilen 319 kişiye birebir görüşme neticesinde anket yapılarak elde edilmiştir. Çalışmada, önerilen araştırma modeli YEM ile analiz edilmiş ve modelin uygunluğu çeşitli uyum ölçütlerine göre değerlendirilmiştir. Model uyumu için hesaplanan ki-kare değeri 290,60 ve (χ2/sd) değeri ise 2,64 olarak hesaplanmıştır. Verilerin analizlerden; memnuniyet ile şikâyet ve sadakat arasındaki ilişki katsayıları sırasıyla 0,76 ve 0,94 olarak hesaplanmıştır.