To investigate the role of brand efficiency to improves customer satisfaction and brand. Unlike the traditional marketing mix where the primary focus is. In the first study, based on the american customer satisfaction index, and a content analysis of csr initiatives reported by 65 us companies, findings show a positive direct relationship between csr and customer satisfaction with csr training and environmental. For every firm, consumer satisfaction is the vital aspect that needs careful attention. The effects of marketing mix on consumer satisfaction. Consumer satisfaction is a kind of judgment that a particular serviceproduct feature price, quality or quantity gave a gratifying amount of usage.
The complex relationship between consumer satisfaction and. The following is a list of the most cited articles based on citations published in the. Study the effects of customer service and product quality. International journal of stress management,international journal of quality and reliability management. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. Abstract the basic aim of addressing this topic is to provide a conceptual framework that defines the basic concepts related to quality as one of the main entrances to the administration, where the focus was. Study the effects of customer service and product quality on. Service quality and customer satisfaction relationship.
Jan 29, 2015 customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Effects of corporate social responsibility perception on. Although customer satisfaction is a new thing, researchers defined customer satisfaction under different angles and different time. Journal of elsevier journal of economic psychology 16 1995 3129 the complex relationship between consumer satisfaction and brand loyalty jos6 m. This is mainly due to the increased significance of the fact that superior consumer contentment can lead to a. A prior study ran in the sector of the financial services industry by. Pdf consumer satisfaction in automobile industry aliasger.
Factors affecting customer satisfaction and customer loyalty. The main paradigm that marks the literature dedicated to consumers satisfaction is the expectation disconfirmation paradigm. The report also covers gas stations, consumer shipping, and the u. The research finding indicated that product quality, customer services and trust positively affected the customers satisfaction. Examining the product quality attributes that influences customer satisfaction most. Consistency theories suggest that when the expectations andthe actual product performance do not match the consumer will feel some degree of tension. Customers derive satisfaction from a product or a service based on whether their need is met effortlessly, in a convenient way that makes them loyal to the firm. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. To achieve the high customer satisfaction, companies must know when and how their customers are satisfied about the products and services.
These programs are defined as experiences that, under the guidance of university faculty or staff members, combine academic content with relevant cultural activities hill and iyer, 2010. For this purpose i have carried out a survey on representative samples of macedonian passenger and research services quality and customer. This is mainly due to the increased significance of. Malandrakis2 1 commercial bank of greece sofokleous 11, 10235 athens, greece 2 technical university of.
The purpose of this project is to view the customer satisfaction in. Journal of consumer satisfaction, dissatisfaction and complaining behavior 14. The effects of customer satisfaction, relationship commitment. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. The factors affecting customer satisfaction and customer loyalty. For full access to this pdf, sign in to an existing account, or. He is also coeditor and publisher of the journal of consumer satisfaction, dissatisfaction and complaining behavior, and previously was conference cohost and editor of the conference proceedings series since 1976. Customer satisfaction, product quality and performance of. December 2012 223 before quality can be measured, quality must be cleared, but there are.
His research focuses on customer satisfaction and consumer behaviour in services. International journal of innovation, management and technology, vol. Literature on consumer engagement is growing significantly, yet there is limited empirical research on its drivers and outcomes. Keith hunt is a professor in the marriott school of management at brigham young university. Keywords tourism, hospitality, service quality, customer satisfaction, customer value. Results show only mixed support for the twofactor notion advanced in the original article. Consumers satisfaction is regarded by the first conceptualizations as a singular variable that implies a single reaction of consumers evaluation, that can or cannot be connected to the concepts of preevaluation. Customer satisfaction and service quality in uk financial services accepted for inclusion in the international journal of production and operations management h maddern 1 dr r s maull1 dr p a smart1 p baker2 university of exeter discussion papers. Pdf customer satisfaction, service quality, and customer value. American international journal of contemporary research vol. This study examines the key drivers and outcomes of consumer brand engagement cbe in the context of australian mobile phone service providers. The dimensionality of consumption emotion patterns and consumer satisfaction robert a. Recsa model, customer satisfaction, customer loyalty, taxi service.
Despite the findings of many researches that satisfaction has a significant favorable impact on brand loyalty and a true repurchase behavior of same brand leads to long term business profits. To evaluate the relationship of consumer satisfaction to product quality components. Dominos pizza is an american restaurant chain and international franchise pizza delivery corporation. In order to relieve this tension the consumer will make adjustments either in expectations or in the perceptions of the products actual performance.
Hence, customer satisfaction is an important step to gain customer loyalty. The chapter presents the idea of customer satisfaction, defines conditions of loyalty, describes selected methods of customer satisfaction measuring and presents international standards referring. Journal of consumer satisfaction, dissatisfaction and. It also depends on how efficiently it is managed and how promptly services are provided. Satisfaction analysis results, in more detail, consist of. Customer satisfaction list of high impact articles ppts. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. What is customer satisfaction management study guide. International journal of business and social science vol.
It indicates that the service offered to the customer that should meet the customer expectation. Price is a major determinant of consumer choice kotler et al. A case study in kuching sarawak shaharudin jakpar angelyn goh sze na. Giese and cote defining consumer satisfaction focus of the response the focus identifies the object of a consumer s satisfaction and usually entails comparing performance to some standard. Customer satisfaction list of high impact articles. Dimensionality of consumption emotion patterns and. A research in erzurum ataturk university refectory asst. The 21st century consumer market raises many questions to those businesses that. Feb 12, 2015 customer satisfaction is one of the essential factors for the success of a company. The relationship between customer satisfaction and service. Factors affecting customer satisfaction and customer. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in.
Henry ford c onsider sally, a consumer who is considering investing in a mutual fund. This standard can vary from very specific to more general standards. Pdf customer satisfaction cs has attracted serious research attention. Research related to the consumer satisfaction and behavior in the field of food industry has progress in.
Giese and cote defining consumer satisfaction focus of the response the focus identifies the object of a consumers satisfaction and usually entails comparing performance to some standard. This project will be focusing the customers of dominos pizza outlets in chennai. Nowadays, different companies follow different types of marketing strategies based on the target market demand. Factors affecting customers satisfaction in restaurants industry in pakistan. An empirical research on customer satisfaction study. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. The importance of customer satisfaction in relation to. Organizations calculate the customer satisfaction score. 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. A total of 103 articles from more than 50 journals and international. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. Consumer satisfaction, dissatisfaction, and complaining. Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers.
Journal journal of marketing management volume 32, 2016 issue 56. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of. This customer satisfaction is impact by several variables and dimensions. Service quality and customer satisfaction in selected. Service quality and customer satisfaction in selected banks. In a study of telecommunications services, the authors examine the effects of customer satisfaction. The thesis presents best practices and the relevant recommendation on how to improve trivsel customer satisfaction level. The dimensionality of consumption emotion patterns and consumer satisfaction, journal of consumer research, volume 18, issue 1. Factors affecting customers satisfaction in restaurants. Using two different studies we assess under what conditions corporate social responsibility csr affects consumer satisfaction. Pdf customer satisfaction meaning and methods of measuring.
Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. This result was accomplished using a quantitative and qualitative research method by means of a questionnaire. Discussing the conceptualization of consumers satisfaction, hunt 1977 quoted by peyton, pitts and kamery observes that. Journal of consumer behaviour wiley online library. An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit.
Therefore, this study investigated the impact of customer satisfaction on brand loyalty for durable goods. A replication of swan and combs 1976 study of satisfaction with clothing, using a larger and more heterogeneous sample, is reported. Sep 15, 2016 customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction. Giese and cote defining consumer satisfaction 1 defining consumer satisfaction despite extensive research in the years since cardozos 1965 classic article, researchers have yet to develop a consensual definition of consumer satisfaction. To investigate the role of brand performance in customer satisfaction and loyalty. If the customers of life insurance corporation are satisfied and happy then and then only they may be loyal to the lic. Acsi retail and consumer shipping report 20192020 american. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in lanzhou city, gansu. We are pleased to confirm that the journal of consumer behaviour is ranked as an a journal in the 2019 australian business deans council abdc journal quality list. Kasper b a faculty of applied economics, limburg university centre, university campus, building d, b3590 diepenbeek, belgium b faculty of economics and business administration, university of limburg, p. Measuring customer satisfaction with service quality using. Customer satisfaction index as a base for strategic marketing management, tem journal, 24, 327331. How much a customer is willing to pay depends on what they.
Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. Oliver 1997 addresses this definitional issue by paraphrasing the emotion. The idea of consumer satisfaction has gained huge interest in recent times in taxi industry. Since the research focuses on examining customer satisfaction with a specific product the aim of the research is not to examine customer satisfaction with the pur. Acsi retail and consumer shipping report 20192020 examines customer satisfaction for top retailers, both traditional and online, including department and discount stores, specialty retail, health and personal care drug stores, supermarkets, and internet retail. There is no happiness except in the realization that we have accomplished something. Examining the product quality attributes that influences. In this research paper we studied customer satisfaction towards life insurance corporation of india lic, because consumer satisfaction is the first step to achieve consumer loyalty. Abstractliterature on consumer engagement is growing significantly, yet there is limited empirical research on its drivers and outcomes. International journal of academic research in business and social sciences october 2011, vol. The purpose of this special issue is to explore student satisfaction and delight with study abroad programs or saps. A research was conducted into the factors responsible for consumer satisfaction in the automobile sector using questionnaire method.
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