Customer Satisfaction Research Research Articles

Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries (review)

Hernon and Whitman continue their work on defining and evaluating customer service in a library context with Delivering Satisfaction and Service Quality. The issue of customer service has taken center stage within library literature. This focus is fueled both by the increased competition of information providers and the expanded universe of resources and services libraries are expected to support. The authors are uniquely qualified in this area. Peter Hernon is a professor in the Graduate School of Library and Information Science at Simmons College and editor-in-chief of the Journal of Academic Librarianship. Hernon has written extensively on the use of customer service management concepts in a library environment. John R. Whitman is founder and president of SurveyTools Corporation, which specializes in customer satisfaction research in public sector institutions.

Customer satisfaction as an antecedent of price acceptance: results of an empirical study

The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.

TELOS: a customer satisfaction evaluation software

Telos is a consumer-based tool for measuring and analysing customer satisfaction. The software uses survey data on customer satisfaction judgements while the analysis of collected information is based on a preference disaggregation model. The implemented methodology follows the principles of multicriteria analysis using mainly ordinal regression techniques. The main advantage of the presented software is that TELOS fully considers the qualitative form of customers’ judgements and preferences. A simple numerical example is used for illustrating TELOS's basic features like simplicity, friendliness, and effectiveness. Finally, an overview of customer service management technologies is briefly presented and several extensions of TELOS's features and capabilities are discussed. Scope and purpose Customer satisfaction research is one of the fastest growing segments of the marketing research field. Its main objective is to measure strengths and weaknesses of a business organisation, while getting closer to the customer. Several methodological approaches, based on different scientific areas, are used in order to define, measure and analyse customer satisfaction. Many of these models do not consider the qualitative form of customers’ judgements, although this information is the basic customer satisfaction input data. Usually, necessary input data cannot be easily collected, and, at the same time, the results are not fully reliable. Furthermore, in several cases measurements are not sufficient enough to analyse in detail customer satisfaction because models’ results are mainly focused on a simple descriptive analysis. TELOS, a customer satisfaction measuring and analysing software which is discussed through this paper, overcomes these disadvantages, by implementing a multiple criteria preference disaggregation methodology, which provides to the user a complete and effective series of results. The main objective of the paper is to present TELOS's basic features and capabilities, as well as to highlight possible extensions and future research.

The Use of Comparison Standards in Customer Satisfaction Research and Management: A Review and Proposed Typology

This paper reviews the conceptualization, measurement, and empirical findings related to the use of alternative comparison standards in consumer satisfaction research. The evolution of this construct is analyzed with respect to: 1) the move from a single. standard to mUltiple standards, 2) the contingent factors which influence comparison standard choice, and 3) the effects of alternative comparison standards on satisfaction judgments. Evidence suggests that the type of comparison standard determines the nature of its relationship with satisfaction. A typology of comparison standards is developed, and implications for satisfaction research and managerial practice are provided.

Assessing the Teaching Quality to Student Satisfaction Relationship: Applied Customer Satisfaction Research in the Classroom

This study investigates the impact of multiple teaching quality factors on course satisfaction and instructor satisfaction as perceived by students. It applies established theory from customer satisfaction and educational psychology research to a sample of MBA and Undergraduate students from multiple sections of an introductory marketing course. In doing so, it demonstrates a method of obtaining diagnostic information to prioritize weaknesses and discover strengths of teaching performance that complements existing feedback processes. Substantive results indicate that learning was strongly related to course satisfaction and instructor enthusiasm was strongly related to instructor satisfaction. A discussion addresses how to use the r.esults while managerial implications summarize benefits and requirements to implement the method.

フィットネスクラブにおける顧客満足測定尺度の比較とその適用法に関する研究

In customer satisfaction research, the disconfirmation paradigm has received tremendous support so far, although some researchers have identified several logical inconsistencies and there also have been some studies that have found that perceived performance exerted direct significant influence on satisfaction. There are two ways of measuring satisfaction based on disconfirmation; the subtractive approach(performance minus expectation) and subjective disconfirmation. The former has been shown to have statistical problems. As for the comparison standard of disconfirmation, pre-purchase expectation is used generally. In a fitness club, however, because of its long-term consumption style, present desire should be taken into account. The purposes of this study were, first to examine superiority of three scales: subjective disconfirmation of pre-purchase expectation, subjective disconfirmation of present desire, and perceived performance, and second to clarify their applications in measuring customer satisfaction in a fitness club. Data were collected from members of a fitness club in Nagoya. The members were divided into 3 groups randomly, and then questionnaire surveys were conducted for the 1st group by pre-purchase expectation, for the 2nd group by present desire, and for the 3rd group by perceived performance.The main results were as follows:1) There were no significant differences among explanation validity of 3 scales. The most important factor influencing overall satisfaction was core service, in all scales, whereas the second factors varied according to the scales.2) Disconfirmation of pre-purchase expectation has effectiveness for under 6 months membership and perceived performance has effectiveness for over 1 year membership, whereas disconfirmation of present desire has effectiveness regardless ofmembership term. These results suggest that disconfirmation of pre-purchase expectation should be used for a club which is newly opened, disconfirmation of present expectation is suitable for all clubs which need to clarify improvement factors, and perceived performance is suitable for cases where we want to find characteristics of a club in comparison with others.

Using customer satisfaction research for relationship marketing: A direct marketing approach

Relationship marketing has become an important and necessary concept in today's business world. Due to the importance of repeat business, it is in particular vital for retail businesses to focus on longer-term relationships with customers. In this paper we demonstrate that customer satisfaction research is not only a tool to measure consumer attitudes, but can also be a proactive-tool for managing customer relations.

Using customer satisfaction research for relationship marketing: A direct marketing approach

Relationship marketing has become an important and necessary concept in today's business world. Due to the importance of repeat business, it is in particular vital for retail businesses to focus on longer-term relationships with customers. In this paper we demonstrate that customer satisfaction research is not only a tool to measure consumer attitudes, but can also be a proactive tool for managing customer relations. Few companies have realized the opportunity to improve the relationship with a customer while performing marketing research. Any direct contact, including customer satisfaction surveys, is an important opportunity to improve the relationship with customers. In our paper we show that consumer research and relationship marketing are integrated components of an overall customer orientation, and that marketing research can be used as a tool to perform relationship marketing. A direct marketing approach is used, contacting customers by telephone. Our results show an increase in repeat business for automobile repair services with customers contacted by phone in a customer satisfaction survey.

Using customer satisfaction research for relationship marketing: A direct marketing approach

Using customer satisfaction research for relationship marketing: A direct marketing approach

Customer Satisfaction in the Tourist Industry

Although research in customer satisfaction and service quality has increased enormously in the past 10 years, little of this research has focused on the tourist industry. A survey instrument was developed that identified four primary components of a tourist's vacation: transportation, accommodation, outdoor activities, and attractions. Tourists were inter viewed at Auckland International Airport before leaving New Zealand. They rated their satisfaction with each of the four components and various subcomponents. Multiple regres sion results showed that satisfaction with accommodation, outdoor activities, and attrac tions has the strongest impact on overall satisfaction with the holiday, while only satisfac tion with outdoor activities affects the likelihood of recommending New Zealand as a vacation destination. Although there is not much difference in the satisfaction levels among tourists from different countries, there are major differences in the demographic profile of the tourists and the activities in which they participate during their stay.

AMA Handbook for Customer Satisfaction

Unlock the secrets to planning and implementing a comprehensive customer satisfaction program with this easy-to-apply introduction to the principles of customer satisfaction research. Step-by-step guidelines and dozens of examples from Burger King, Baxter Healthcare Corporation, and more.

Multisource Effects on the Satisfaction Formation Process

Customer satisfaction research is integrated with research on higher education in developing a model of alumni satisfaction with college education. The model proposes that alumni satisfaction with higher education is a function of two performance and disconfirmation attributes: intellectual environment and employment preparation. The model was tested among 475 alumni of a major Eastern undergraduate business school and demonstrates the advantage of modeling the disconfirmation paradigm with multiple sources of satisfaction.

Soaring to new heights

Argues that customer service in the airline industry is the only thing that differentiates one company from another. Explains that British Airways discovered this during the 1980s with its “Customer First” campaign and plan to follow through with similar programmes in the future. Reviews the airline′s customer loyalty strategy and its customer satisfaction research techniques.