National Customer Satisfaction Index Research Articles

Toward Developing a National Customer Satisfaction Index in Jordan

Purpose: This research aims to develop a national index to measure customer satisfaction in Jordan. Based on householders' perspectives and assessments, this index will form a national measurement of customer satisfaction with goods and services offered in Jordan.
 Design/methodology/approach: T he r esearchers p erformed a s ystematic literature r eview (SL R) b y reading and analyzing the previous primary studies, using pre-specified search and inclusion criteria. In this study customer satisfaction index was defined and developed to the same degree as those that adopted specified customer satisfaction index principles in their development and application.
 Findings: Using the developed Jordanian Customer Satisfaction Index (JCSI), each sector, industry, and company included in the index will get a customer satisfaction score. The JCSI will measure customer satisfaction in 15 major economic sectors in Jordan. It contains three items to measure and track customer satisfaction using three facets of satisfaction―an overall rating of satisfaction, performance against expectations, and performance against the customer's ideal service.
 Research limitations/implications: The JCSI will encourage all Jordanian household consumers to give customer satisfaction feedback on purchasing and using goods and services. In this regard, this proposed national index will be helpful for consumers, managers, and policymakers.
 Originality/value: This paper developed a national customer satisfaction index in Jordan by using two perspectives(i.e., micro and macro levels). The proposed index in this paper is going to offer a multi-industry index to measure and benchmark Jordanian consumers’ satisfaction with goods and services produced and delivered in the Jordanian market.

호텔기업의 마케팅 비용이 국가고객만족도(NCSI)와 경영성과에 미치는 영향

This study analyzed the effect of marketing expenditure spent by hotel companies on the National Customer Satisfaction Index (NCSI), which is a customer satisfaction index, and the effect of customer satisfaction on business performance. For this purpose, 9 hotel companies announced by NCSI were surveyed. First, it can be evaluated positively in that the customer satisfaction level of hotel companies has gradually increased. However, although ROA, which is management performance, is an average positive value, it is only 0.79%, so measures to increase performance are needed. Second, according to hypothesis 1, it was found that customer satisfaction can be increased through marketing expenditure. In particular, it was found that performance for employees is important, and public relations is important for customers. In Hypothesis 2, it was analyzed that improving customer satisfaction could increase business performance due to the characteristics of hotel companies that provide human services along with the importance of financial information. In this regard, it is judged that hotel managers can increase customer satisfaction and improve management performance through efficient execution of marketing expenditure.

Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.
 Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.
 References
 [1] Boohene, R., & Agyapong, G., “Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana)”, International Business Research, 4 (2011) 1, 229-240.[2] Leelakulthanit, O., & Hongcharu, B., “Factors that impact customers satisfaction: Evidence from the Thailand mobile cellular network industry”, International Journal of Management and Marketing Research, 4 (2011) 2, 67-76.[3] Eugenia Y. Huang, Sheng-Wei Lin, Ya-Chu Fan, “M-S-Qual: Mobile service quality measurement”, Electronic Commerce Research and Applications, 14 (2015), 126-142, http://dx.doi.org/10.2016/j.elerap.2015.01.003[4] Omotayo, O., & Abiodun, A., “Service quality, value offer, satisfaction, and loyalty: An empirical relationship in the Nigerian telecom industry”, Contemporary Management Research, 5 (2011) 2, 14-23.[5] Lee, Roy Chun, “Telecommunications in Vietnam”, Chung-Hua Institution for Economic Research (CIER). Chinese Taipei WTO Center, C.20 (2011), p.1.[6] Agarwal, S., M. Erramilli, et al., “Market orientation and performance in service firms: role of innovation”, Journal of Services Marketing 17 (2003) 1, 68-82.[7] Agyapong, G., “The effect of service quality on customer satisfaction in the utility industry: A case of Vodafone (Ghana)”, International Journal of Business and Management, 6 (2011) 5, 203-210. http://dx.doi.org/10.5539/ijbm.v6n5p203[8] Yee, R. W. Y., Yeung, A. C. L. & Cheng, T. C. E., “An empirical study of employee loyalty, service quality and firm performance in the service industry”, International Journal of Production Economics, 124 (2010) 1, 109-120. http://dx.doi.org/10.1016/j.ijpe.2009.10.015[9] Le The Gioi and Nguyen Minh Duan, “Improving the competitiveness of VMS-MOBIFONE on mobile communication market”, Journal of Science and Technology, University of Da Nang, 2 (2007) 19, 68-72.[10] Dinh Thi Hong Thuy, “Research the factors affecting on the decision for mobile telecommunications of students in Ho Chi Minh City”, Master Thesis, (2008).[11] Le Thi Tuyet Trinh, “Research the customer satisfaction in using Vinaphone mobile service in Binh Dinh province”, Master Thesis, 2012.[12] Bui Van Trinh and Luu Ngoc Mai Anh, “Research the customer satisfaction in using Viettel mobile service in Hai Giang province”, Master Thesis, 2013.[13] Pizam, A., Ellis, T., “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management 11 (1999) 7, p. 326-339, http://dx.doi.org/10.1108/09596119910293231[14] A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research”, The Journal of Marketing, Vol. 49, No. 4 (1985), pp. 41-50[15] Cronin Jr, J. J., & Taylor, S. A. “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”. The Journal of Marketing, 58 (1994). 125-131.[16] Aydin, S. and G. Ozer, “National Customer Satisfaction Indices: An Implementation in the Turkish Mobile Telephone Market”, Marketing Intelligence and Planning, 23 (2005) 5, 486-504.[17] Mishra, R.C and Sandilya, A., Reliability and Quality Management, New Age International Publishers, 2009.[18] Torsten J. Gerpott, Ilknur Bicak, “Telecommunication service choice and use among migrants: The case of German-Turkish consumers”, Computers in Human Behavior, 6 (2016), 584-596, http://dx.doi.org/10.2016/j.chb.2016.03.018[19] Uddin, M. B., Akhter, B., “Customer satisfaction in mobile phone services in Bangladesh: A survey research”, Management & Marketing X (1) (2012), 20-36.

Does the Variance of Customer Satisfaction Matter for Firm Performance?

Although much attention has been paid to customer satisfaction (CS) as a leading indicator of firm performance, few studies have investigated the role of CS distribution across individual customers. With 10 years of National Customer Satisfaction Index (NCSI) data in Korea, we examine the relationship between the variance of CS and key corporate performance measures such as revenue, profit, Tobin’s q, and stock return. There are three main findings. First, we confirm the findings of previous studies that the average CS for a firm is related to the firm’s economic performance. Second, we find a moderating effect of CS variance such that the relationship between the level of CS and firm performance is attenuated by the variance of CS. Finally, the variance of CS is found to directly affect firm performance over and above the CS level effect. More specifically, the variance decreases sales and stock return.

Comparison on different national customer satisfaction index models

Comparison on different national customer satisfaction index models

An international index for customer satisfaction in the construction industry

In a competitive business environment, like construction, achieving customer satisfaction has been identified as a key measure for the success of construction projects and an effective tool for sustaining competitive advantage. This perspective emerges from the crucial role played by customers as the core of the construction industry and a driving force for improvement. Traditionally, customers are excluded from the design and construction process and decisions are made on their behalf. Organizations which fail to take account of their customers' needs and satisfaction encounter the risk of losing their customers. In spite of the contribution of the national customer satisfaction barometers and indices that have been developed worldwide, these have their own limitations and shortcomings that hinder their adoption and application globally. Hence, this paper aims to develop an international index of customer satisfaction in the construction industry. To achieve this aim, a research methodology consisting of a literature review, case studies and a survey questionnaire was designed to accomplish four objectives. Firstly, the literature review is used to investigate the concept of customer satisfaction and identify the drivers that lead to customer satisfaction in the construction industry. Secondly, 30 case studies are collected and analysed to validate the drivers identified in literature review and add new insights. Thirdly, the identified drivers are classified into two categories based on the different phases of the project life cycle and the construction industry's contribution as product-related and/or service-related drivers. Finally, an international survey questionnaire is conducted with a sample of members of the Co-operative Network for Building Researchers (CNBR) to quantify the identified drivers and define the most important ones. The International Index for Customer Satisfaction in Construction (IICSiC), developed from this research, represents a synthesis that is novel and creative in thought and adds value to the knowledge in a manner that has not previously been found in construction literature.

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Abstract: The purpose of this study is to show the requirement of industry-specific national service quality indices for measuring quality in both traditional and electronic services in various industries in a country. In this study, the literature about service and e-service quality measurements was reviewed, and a three-dimensional framework was developed. It was found out that the dimensions of each service quality measurement were all different from each other due to the different characteristics of the industries that each study has been conducted in. The study showed that there is a need for an industry-specific national service quality index and suggested that national customer satisfaction indices which have existed in the literature can be a model for industry-specific national service quality indices. An industry-specific national service quality index enables national companies to understand their unique industrial characteristics that needed to be improved continuously in order to increase service quality and gain competitive advantage. The index which was proposed to develop in the future was suggested for the first time in this study. Keywords: Service quality; E-service quality; Service quality dimensions; National customer satisfaction indices; Turkish Customer Satisfaction Index (TCSI).

An International Index for Customer Satisfaction in the Construction Industry

In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project`s success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA

Customer Satisfaction Index (CSI) is an economic indicator that measures the satisfaction of consumers across nation. This paper discusses the measurement model from an economic point of psychology is positioned as a variable customer loyalty . We will also discuss some studies which include : market segmentation , product positioning , competitiveness , consumer perception , customer satisfaction , and quality of service . To determine the position of the CSI Indonesia compared to other countries CSI inventors and other users it is necessary comparisons and scientific study .. This article discuss 7 methodologies on Consumer Satisfaction Index (CSI) developed by used in respective countries, e.g. Sweden Customer Satisfaction Barometer (SCSB), American Customer Satisfaction Index (ACSI), European Customer Satisfaction Index (ECSI), National Customer Satisfaction Index (NCSI), Japanese Customer Satisfaction Index (JCSI), Customer Satisfaction Index of Singapura (CSISG) and Indonesian Customer Satisfaction Index (ICSC). This study aims to be reference for the development of CSI in Indonesia, particularly in the healthcare , in order to improve the consumer / patient satisfaction

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.

군수품 특성을 고려한 품질만족도 모델 개발에 관한 연구

Purpose: In the private sector, many Customer Satisfaction Index Models have already been developed and are being applied in a variety of industries. In spite of continuously increasing of quality for military goods, measuring tools of Quality Satisfaction have not been developed yet. Method: In 2004, Defense Quality Assurance Agency and Seoul National University jointly developed MCSI(Military Customer Satisfaction Index) as a benchmark NCSI(National Customer Satisfaction Index), but it is limited to aply to military goods. We focused on product quality and developed MQSI(Military Quality Satisfaction Index) Model. Result: We propose a new Satisfaction Index Model(MQSI, Military Quality Satisfaction Index) that can be applied to military goods. Conclusion: In this study, configuration and variables of MQSI Model are described. Also the result of preliminary survey is briefly explained.

The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from SERVQUAL. Furthermore, the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and consumer sentiment will be valuable additions to the EPSI Rating framework.

An approach to setting up a national customer satisfaction index: the Jordan case study

The aim of this paper was to develop a national customer satisfaction index (CSI) in Jordan and to derive its theory using generalized maximum entropy. During the course of this research, we conducted two different surveys to complete the framework of this CSI. The first one is a pilot study conducted based on a CSI basket in order to select the main factors that comprise the Jordanian customer satisfaction index (JCSI). Based on two different analyses, namely nonlinear principal component analysis and factor analysis, the explained variances in the first and second dimensions were 50.32 and 16.99% respectively. Also, Cronbach coefficients α in the first and second dimensions were 0.923 and 0.521, respectively. The results of this survey suggests the inclusion of loyalty, complaint, expectation, image and service quality as the main CS factors of our proposed model. The second study is a practical implementation conducted on the Vocational Training Corporation in order to evaluate the proposed JCSI. The results indicated that the suggested components of the proposed model are significant and form a good fitted model. We used the comparative fit index and the normed fit index as goodness-of-fit measures to evaluate the effectiveness of our proposed model. Both measures indicated that the proposed model is a promising one.

Satisfaction and image as mediators of store loyalty drivers in grocery retailing

The purpose of this article is to analyze the role of satisfaction and image as mediators of four store loyalty drivers (store location, service quality, assortment, and price) within a comprehensive cause–effect model. The analysis employs a more holistic view of the store loyalty model than is common in a retailing context. It is based on the consistent macro-oriented National Customer Satisfaction Index (NCSI) approach. This makes it an important cross-over study, both enabling a comparison of results across industries and providing a more solid base for model validation. The data source is a survey among customers of a chain-based Norwegian grocery store which is analyzed by partial least square (PLS) and covariance-based structural equation (LISREL) estimation. A change in customer's perception of store image, where image is measured as a reflective ‘overall’ latent variable, has the expected direct significant effect on loyalty. But in addition, image will also serve as an important mediator between satisfaction and loyalty, and this is a rather uncommon result in a retailing context. Another significant finding is that a customer's perception of store assortment only influences perception of image and ultimately loyalty indirectly via satisfaction, whereas price evaluation and service quality works directly both through image building and satisfaction creation. Satisfaction creation seems to be more important for store loyalty than image building.

A Study on an Asymmetric Relationship between Quality Attribute and Customer Satisfaction

The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.

A study on investigating patient satisfaction of medical centers using Taiwan customer satisfaction index in Taiwan

The study on national customer satisfaction index model has continued to develop prosperously. Almost every developed country (including Taiwan) is planning to study or is setting up their own customer satisfaction index measurement and model. This paper aims to evaluate patient satisfaction of medical centers using the Taiwan Customer Satisfaction Index (TCSI). A survey of 1,200 patients from four medical centers in Taiwan was performed and the valid questionnaires totaled 1,046. The data was analyzed by Structural Equation Modeling (SEM) and the result showed that the biggest factor that impacts customer loyalty is customer satisfaction. Perceived quality and value have a positive effect on customer satisfaction. The conclusion provides valuable comment for medical centers, to develop strategies to increase their competitiveness in Taiwan. Key words: Patient satisfaction, Taiwan customer satisfaction index, medical center.

Modelling and Managing Student Loyalty: A Study of a Norwegian University College

Higher education institutions are becoming increasingly businesslike, a shift that is transforming student loyalty into an important strategic theme for universities and colleges. This paper reports a “cross‐over” study that uses well‐known theories from service marketing in a new context, that of educational services addressing customer perspectives on the student role. The study draws on recent research on National Customer Satisfaction Index models, with loyalty as the ultimate dependent variable. The role of affects is embedded in the model, which also includes student satisfaction and students’ perceptions of the school’s reputation, as well as cognitive quality drivers. Three important findings are reported. First, the main results are in compliance with findings in the general literature on service marketing, strengthening the robustness of this modelling framework. Second, affects seem to be important mediators of quality drivers on satisfaction, and thus indirectly on student loyalty. Third, learning quality is the cognitive antecedent that by far has most influence on loyalty.

National customer satisfaction indices: an implementation in the Turkish mobile telephone market

PurposeTo build a National Consumer Satisfaction Index for Turkey, drawing on models already in existence in Sweden, the USA, Norway and the European Union. In so doing, to remedy observed practical shortcomings of those indices.Design/methodology/approachStructural equation modelling was applied to the general model, in the specific context of the mobile telephone market in Turkey, based on data collected by questionnaire from more than 1,500 subscribers.FindingsThe purpose‐designed new customer satisfaction index exhibits good fit and strong explanatory power. It is the most comprehensive so far developed, by virtue of adding two new factors to the model.Research limitations/implicationsThe new Turkish index was tested for validity and reliability only in the context of mobile telephony; it should ideally now be further tested in different sectors, periodically, to validate comparisons with other national variants. More latent variables and economic data should be incorporated to analyse the links among the index itself, loyalty and economic consequences. It is suggested that the partial least squares method could have been more appropriate than the maximum likelihood iteration procedure actually employed.Practical implicationsApart from its obvious role in assessing customer satisfaction in a domestic market, a customer satisfaction index can be extended to the level of comparing whole economies. This is of considerable significance for Turkey's ambitions to join the European Union.Originality/valueThis article enhances and extends an established but relatively little known quantitative method for evaluating customer satisfaction, and thereby offers an important diagnostic tool to marketing planners

Estimation of the European Customer Satisfaction Index: Maximum Likelihood versus Partial Least Squares. Application to Postal Services

Customer satisfaction and retention are key issues for organizations in today's competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to the maximum likelihood approach (ML) to structural equation models because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of ML and does not take into consideration more recent advances, including estimation methods that are robust to non-normality and missing data. In this paper, both ML and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new ML procedures were found to be advantageous over PLS as they are both robust and unbiased while PLS are robust but biased. PLS should be used only in soft modelling situations (i.e. small sample sizes, weak theory and large numbers of variables), which are far from the CSI research practice.

Did your efforts really win customers’ satisfaction?

The national customer satisfaction index (NCSI) shows that these indices compare and estimate the competitiveness and financial benefits for countries and industries. However, general enterprise uses the concepts of NCSI deficiently in the practice of CS activities. This paper will express the latent variables in the NCSI models of different countries in order to highlight all the efforts companies have made in promoting CS activities to win customers’ satisfaction and loyalty. Through the successful experience of a Taiwanese company, the relationship between the NCSI and the various concrete issues within the CS program is compared. Also, this article proposes the concept of a “matching rate” to show how the necessary concrete issues of all CS activities must link with the latent variables of NCSI. Finally, the managerial implications of the matching rate are explained, and it is suggested how an enterprise can use the rate to draw up the strategy of the CS program.