I, hamed alsemeri, declare that the dba thesis entitled the factors affecting job satisfaction. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. Impact of customer satisfaction on customer retention. The data collected from the field will be analyzed using both descriptive and. This study investigated users satisfaction with library information resources and services at the college of health sciences chs library niger delta university, nigeria. This study examines the relationship between the quality of service and customer satisfaction in the ebanking era. Lake kivu serena hotel degree programme degree programme in facility management tutors hukkanen anita assigned by lake kivu serena hotel abstract the purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. The list of sampling units from which sample is taken is called sampling frame. A case study college of health sciences library niger.
The main objective of this dissertation is to analyze customer satisfaction in three. The main subject of this dissertation is employee satisfaction and its impact on company value. To address that issue, this thesis presents a data mining based framework, which can be used to identify customer satisfaction types from. However, neither the product safety nor product cost helped mediate the relationship between product quality and customer satisfaction. Customer satisfaction is an outcome of good internal feelings arising. This all leads to more revenue for businesses that can keep their customers satisfied. The company takes every order very seriously trying to always create the best papers.
Other definitions for customer satisfaction include. Service quality practices and customer satisfaction in taxi. An abstract of a thesis submitted in partial fulfillment. Wang and hingpo, 2002 showed that the dynamic relationship among service quality, customer value are key factors of customer satisfaction. The overall material customer satisfaction is highest. Customer satisfaction and consumer loyalty 2 abstract the purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. This paper examined the impact of customer satisfaction on customer loyalty. If you want quality, originality, customer service, and a guarantee of complete client satisfaction, you will come to qualityessay. The investigation of working circumstances and conditions and their influence on employee satisfaction and company value is the main theme. Similarly, vilares and cohelo 2000 found that perceived employee. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or. But they were satisfied with working hours of the library, thesis dissertation services. Other reasons for making the survey are also very important.
Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. Customer satisfaction in hospitality veronika rudchenko. The relationship between customer satisfaction and service. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Three essays on the customer satisfactioncustomer loyalty. Regression beta coefficient and correlation coefficients were generated to test the hypotheses and to establish the causal effects of economic, ethical, legal, philanthropy on customer satisfaction and retention. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. To measure service quality and customer satisfaction in the hotel industry, there are some models. E banking, service quality and customer satisfaction in.
Service quality practices and customer satisfaction in. The thesis aims to be consistent with the most commonly used customer satisfaction analysis techniques and available literature. A case study of a reputable bank in oyo, oyo state, nigeria impact of customer satisfaction on. Within organizations, the collection, analysis and dissemination of these. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry. The importance of customer satisfaction in relation to. An empirical research on customer satisfaction study. The research findings are analysed by qualitative data analyses techniques to. This paper examined the impact of customer satisfaction on customer retention. Other authors have brought out theories relating customer satisfaction and service quality in their researches. A study of the factors influencing customer satisfaction. Impact of csr practices on customer satisfaction and. The service quality dimensions of tangibles, responsiveness, reliability, assurance and empathy influence the customers overall satisfaction.
It indicated that there is direct relation between fee charged and customer satisfaction. Final thesis for master of business administration in business. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. It also depends on how efficiently it is managed and how promptly services are provided. Of the five prompts, coalition prompt 4 tries to be more creative and relevant to a high school student. Customer satisfaction in the banking industry in ghana is a great challenge to the banks. A customer perception and satisfaction survey for a chinese buffet by weichia tung a research paper submitted in partial fulfillment of the requirements for the master of science degree with a major in hospitality and tourism approved for completion of 3 semester credits ht735 problem in hospitality and tourism. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Measuring customer satisfaction with service quality using. Also this study examines the impact of customer satisfaction on customer intention to retain with the business. The data for this research was collected through the use of a questionnaire which was conducted between january 20, 2003 and january 25, 2003.
Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. Given that the customer is king or queen, it would be logical to presume that establishing and. What can and cannot be modeled and predicted needs to be clearly stated at all points. More specifically, the focus is on examining the grouped impact of the factors. It is a judgement that a product or service feature, or the product or service itself. Our priority 16m visitors at disneyland paris 4 000 surveys sent, 40 000 respondents return rate of 30% overall satisfaction. Customer satisfaction and service quality are one of the basic opportunities which help to run. Customer satisfaction measurement at disneyland paris. Moreover, this thesis studies the factors that influence customer satisfaction and. The data was collected by a webbased questionnaire survey which. All the data for the theoretical section was collected from the literature. Impact of customer satisfaction on customer loyalty. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of. The customer satisfaction in private bank is more as compared to public sectors banks.
Customers satisfaction for atm services in bihar, india barun kumar jha 21. In the banking industry, most researchers are interested in maximizing customer satisfaction. The tangibility dimension is found to be the most influential predictor of customer satisfaction, whereas empathy. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Customer satisfaction is the customers fulfillment response to a consumption experience, or some part of it. The factors that influence customer satisfaction and customer loyalty are explored.
Masters thesis customer retention case studies of agencies in the professional service sector. Customer satisfaction is the customer s fulfillment response to a consumption experience, or some part of it. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. Therefore, companies need to be concerned about the customer satisfaction level, because of the internet technology which enables the quick spread of bad word of mouth marketing, as well as good word of mouth to the rest of the world. Customers satisfaction for atm services in bihar, india.
Relationship between product quality and customer satisfaction. Analyzing the relationship between customer satisfaction. In the dissertation, a comparison is based on different leadership styles, workplace. This thesis is marketing research about the customer satisfaction of. Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers. A customer perception and satisfaction survey for a chinese buffet. Jaipur city map was studied thoroughly and samples were selected from the place in a scattered manner manner to get effective result. Sep 15, 2016 customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction.
Analyzing the relationship between customer satisfaction and. Data gathered were analyzed using mean and standard deviation. Data for this study were collected in company x, which is situated in etela. Even if there are instances when the customers are obviously in the wrong, the staff and the business owners of an establishment will still heed to the customers wants because that is one of the. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. Customer satisfaction in material sense denotes the aggregate position of the banks in terms of fee charged, frequency with which problems are faced and postpurchase behaviour of the customers. The modifications are tested using data from five service industries. Pdf identifying customer satisfaction patterns via data mining the. The objective was to determine the level of users satisfaction with library information resources and services. To have the statistic data for the study, one survey with 23 questions was.
It is discovered from literature and previous research on relevant theories for this research. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. Kotler 2003 also defines customer satisfaction as a persons feelings of contempt resulting from comparing a products perceived performance or outcome in relation to hisher expectations. The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. The purpose of this thesis was to measure the current level of the customer. Factors influencing customer satisfaction marketing essay.
A study of the factors influencing customer satisfaction and. Various theories link service quality and customer satisfaction. Liu 2000 stated, for example, that customer satisfaction is a function of service performance relative to the customer expectation. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction.
Chapter four data presentation, analysis and discussion. Chapter four presents the data which is gathered through the. According to wikipedia, the free encyclopedia, customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product service to. Thesis on customer service essay example studymoose. Satisfaction is the favorability of the individuals subjective evaluation westbrook, 1980, p. Building highquality cars leads to fewer injuries and deaths associated with vehicular accidents, thus promoting positive.
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