Journal of business and retail management research, 72, 5768. Pdf apple brand and customer satisfaction survey study. Customer satisfaction as a concept has been included in various theoretical and conceptual frameworks and models chan et al. The impact of ebanking service quality on customer. Structured questionnaire distributed to 300 respondents was used as the research instrument to collect the data. This this method is used in measurin g customer satisfaction with services and products.
A number of additional studies point out to a relationship between customer satisfaction and ebanking services. The influence of online shopping determinants on customer. Customer satisfaction list of high impact articles ppts. The american customer satisfaction index journal articles. International journal of academic research in accounting, finance and management. For a servicebased company, the main agenda stands to be customer satisfaction at the peak. The main purpose of this study was to analyze the impact of logistics on the customer satisfaction of the retail stores, in the twin cities of the islamabad and rawalpindi. International journal of stress management,international journal of quality and reliability management. Customer satisfaction is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance.
In addition, using atm cards in supermarket and affordability of atm charges have moderate effect on customer satisfaction. Going back to the 19501990 year as the authors szwarc 2005 and hill et al. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services ratings exceeds specified. Pdf a study of airlines customer satisfaction in the. Razzaque and boon 2003, for instance, found a significant effect of trust on satisfaction in the context of channel relationship. Ali, dey and filieri 12 examined service quality and customer satisfaction of air travel in pakistan and found that all service quality dimensions responsiveness, reliability, empathy and assurance had strong influence on customer satisfaction. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and. Pdf relationships and impacts of service quality, perceived. Apple brand and customer satisfaction survey study abderahman rejeb i. European scientific journal february 2019 edition vol.
Differentiation as a basis for explaining customer satisfaction across industries. Pdf customer satisfaction meaning and methods of measuring. Antecedents of customer s repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customer s repatronage intentions in the context of the restaurant industry. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Impact of logistics management on customer satisfaction. Achieving longterm customer satisfaction through organizational culture. It has been researched in business and marketing since the 1970s. Study the effects of customer service and product quality on.
Pdf the effect of perception qualityprice of service on. A customer satisfaction survey is used to see how satisfied a customer is with the products and services of your company. Similarly, in chapter four methods of managing customer relationships are described. In business cycle customer satisfaction is the core part for the growth of organisation. The conception of customer satisfaction on services. Even though, there are also debates about the causal relationship between customer satisfaction and service quality. Evidence from banking sector of pakistan faizan mohsan hailey college of commerce, university of the punjab, pakistan email. Customer satisfaction is paramount to businesses success. Further, the study concluded that user friendly atms, ease of access of atms and privacy of atms affects customer satisfaction to a great extent. The companies are highly depended on their customer experience and engagement. The study focused on the purchasing pattern of the consumers, to evaluate the satisfaction level of services provided by amazon, customer loyalty is usually viewed as the power force of the relationship between the attitude of individuals relative and repeat patronage. Pdf relationship between service quality and customer. However, customers have different levels of satisfaction as they have different attitudes and experiences as perceived from the company. Examining the relationship between service quality and.
Accessibility of digital banking on customer satisfaction. Isac and sergiu rusu, journal annals economy series, year2014, volume2, pages8288. Customer satisfaction has been one of the main concerns of banks of late. In management of service quality, satisfaction is defined as emotional behavior after purchase.
Because of that, brand loyalty has also been heavily researched in the last few decades. These models or frameworks have addressed measurements of customer satisfaction, drivers of customer satisfaction, as. Customer can buy anything from online such as books, households product, toys, hardware and software etc. The factors of logistics in the study were inventory, lead time, transportation and logistics. Unpublished master thesis, university montwedi, constantine, algeria.
Customer satisfaction, product quality and performance of. Study the effects of customer service and product quality. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Factors influencing customer satisfaction and eloyalty. Customer satisfaction in the higher education industry. International journal of education and research vol. In todays world, delivering quality services to clients is essential since it creates room for success and survival in the. The sample count of 188 from fbrs etaxationefilling users was used to examine the study model. In this study, the exploratory factor analysis efa used to observe the validity and reliability of the measurement model.
Relationships and impacts of service quality, perceived value, customer satisfaction, and image. Claes fornell established the swedish customer satisfaction barometer scsb in 1989 as the first national csi for domestically purchased and consumed products and services and was applied to companies from 32 swedish industries fornell, 1992. Impact of customer satisfaction on customer loyalty and. Ankur saxena technocrats institute of technology mba, bhopal, india 1. Factors affecting customer satisfaction in banking sector. Although the connection between customer satisfaction and company success has.
Peterson and wilson 1992 suggest, studies of customer satisfaction are perhaps best characterized by their lack of definitional and methodological standardization p. Pdf a study of customer satisfaction with online shopping. Satisfied customer index in the swedish commercial real estate industry. The relationship between service quality, customer.
It acts as a questionnaire that is answered by the customer so that you can easily analyze their. Concentrating on customer satisfaction has become a major goal in retailing industry, especially in grocery retail. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. Relationship between product quality and customer satisfaction. In practical applications, there are some flaws in the evaluation of customer satisfaction with the product or service when using customer satisfaction, it can only deal. The study investigates how crm variables such as customer attraction, customer satisfaction and customer retention impact on the performance of deposit money banks. Customer satisfaction list of high impact articles. Customer satisfaction positively affects his loyalty. Pdf the impact of customer satisfaction for their loyalty with the.
Customer satisfaction index as a base for strategic marketing management, tem journal, 24, 327331. A basic definitional inconsistency is evident by the debate of whether satisfaction is a process or an outcome yi 1990. Customer satisfaction and word of mouth sage journals. This study developed the research model to analyze the relationship between suggested service quality dimensions with customer satisfaction and customer reuse intention. Customer relationship management based on increasing customer. Residential customer satisfaction with the energy utilities sector overall ticks down 0. Customer relationship management based on increasing. Pdf impact of customer relationship management crm on. Customer satisfaction on reliability and responsiveness of. An empirical study february 2009 service industries journal 292.
Customer satisfaction is an ambiguous, abstract and confusing concept. Sea, to the west by tunis and algeria, to the southwest by. Study of customer satisfaction in the banking sector in libya. Customer s trust plays a primary role in maintaining longterm relationships between customers and online service providers chiu 2009. Customer satisfaction could also be defined as an evaluative response to perceived outcome of a particular consumption experience. Electronic service quality, customers satisfaction, islamic banks in jordan. Customer satisfaction is a goal of each organization bagdoniene and hopeniene, 2005. Effect of customer relationship management on customer. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business.
Sri lanka abstract after 30 years war, as a country sri lanka has a great. The impact of green marketing on customer satisfaction and. Image a bank seems more state of the art to a customer if theyoffer internet access. In general, satisfaction is an internal view which offshoot from customers own experience of a consumption or service experience. The impact of customer relationship marketing on customer. The purpose of the current research was to determine the drivers of customer satisfaction and brand loyalty, as well. Customer satisfaction is a state of mind that customers have about a product or services after using that product and service offered by a company in return of customer expectations about the products. The level of customer satisfaction in a various time phase with various terms and conditions are. The impact of eservice quality and customer satisfaction on. If customer satisfaction is achieved brand loyalty often results. The study found a positive relationship between customer satisfaction and customer attitude. Customer satisfaction in the banking industry tesis doctorals en. Although this research field seems antiquated in 2015, the relevance of customer satisfaction has increased in the higher.
April 2014 256 customer relationship management based on increasing customer satisfaction fangfang tao management school shanghai university of engineering and science china abstract customer satisfaction describes the interaction between corporate behavior and customer. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of. The antecedents and consequences of customer satisfaction for firms. International journal of scientific and research publications, volume 4, issue 11, november 2014 1 issn 22503153 relationship between service quality and customer satisfaction in sri lankan hotel industry umesh gunarathne w. The importance of customer satisfaction in relation to. Oct 01, 2019 the purpose of this study is to develop new knowledge to better understand the most important dimensions of eservice quality that have impact on customer satisfaction, customer trust, and customer behavior, building on existing literature on eservice quality in online shopping. Perceived service quality and customer satisfaction. Customer satisfaction often abbreviated as csat is a term frequently used in marketing. Not only does positive customer satisfaction help business, but also a lack of satisfaction takes an even bigger toll on the bottom line.
Satisfaction is an outcome that occurs without comparing expectations 15. Thus, overall customer satisfaction with a companys offerings is determined by comparisons between customers expectations of the companys products or services and their perceptions of the products or services performance fornell et al. National customer satisfaction index csi models were introduced in the late 1980s. A person may not want to use internetbanking but having the service available gives a person the feeling that their bank is on the cutting image. Consumer satisfaction with online shopping is directly dependent on a number of factors. The effect of service quality on customer satisfaction. Jul 01, 1994 they discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability. International journal of business and social science vol. Journal of theoretical and applied electronic commerce research. Moreover, this thesis studies the factors that influence customer satisfaction and. Impact of electronic service quality on customers satisfaction of. Transactionspecific customer satisfaction occurs after the product is consumed and involves an evaluation of one specific purchase oliver, 1980, 1993.
Customer satisfaction is critical to retail success. Service quality and customer satisfaction are conceptually closely. Unlike the traditional marketing mix where the primary focus is. Customer satisfaction in the kenyan banking industry. Iii acknowledgements this master thesis represents the final accomplishment in order to graduate with a master of science in globalization, brands and consumption from lund university. Customer satisfaction cs has attracted serious research attention in the recent past.
Hence, customer satisfaction is the most important part of any company to flourish. Customer satisfaction new research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos time should be spent interacting with customers, and how satisfied employees and customers can drive lifelong profit. While, safety has positive and insignificant effect on satisfaction and identified driver behaviour have negative impact on customer satisfaction in ghana. Casual sequence begins with customer expectations and perceived quality measures, as shown in the fig. Journal of economics, business and management, vol.
For an organization to remain solvent, information regarding customer satisfaction must be. Scholarly articles factors of customer satisfaction on services. A survey questionnaire divided into two parts was adopted, one part for the factors of logistics and the other one for customer. The influence of service quality and customer satisfaction on. S is the number of customers expressing satisfaction in the target customer groups. International journal of computer science and information security ijcsis, vol. A case study of a reputable bank in oyo, oyo state. September 2011 263 impact of customer satisfaction on custo mer loyalty and intentions to switch. The critical importance of customer satisfaction in online shopping stores has been recognised in academic research and its literature, in particular. Since customer loyalty is directly linked to customer satisfaction, it is evident that measuring customer satisfaction must incorporate customer. Customer satisfaction leads to product repurchase that ultimately leads to brand loyalty. Reliability has positive relationship with customer satisfaction. Impact of customer satisfaction on customer retention. The study adopted a survey research method where data was collected using questionnaires administered to both employees and customers of the ten randomly selected dmbs in abuja made.
Customer satisfaction, as measured by the acsi index, has two antecedents. Indonesian journal of business and entrepreneurship, vol. Customer satisfaction, according to oliver 1997 is derived from the latin word satis enough and facere to do or make. Customer loyalty is one of the most important indicators of good performing organisations. It indicates that the service offered to the customer that should meet the customer expectation. It is an overall judgment on satisfaction, based on the assumption that satisfaction is the outcome of service quality 5. P department of marketing faculty of management and finance university of ruhuna matara. Customer satisfaction is defined as a measurement that determines how happy customers are with a companys products, services, and capabilities. In the banking industry, a key element of customer satisfaction is the nature of the relationship between the customer and the provider of the products and services i. Customer satisfaction is broadly viewed as the most crucial route to significant and sustained marketing performance piercy, 1995 and as central into the marketing concept fournier and glick, 1999. In the academic literature, the modelling of brand loyalty and. The definitions stated above show that the extent to which customer requirements are met determines customer satisfaction and the degree of meeting them then becomes the degree of product quality. Impact of customer relationship management crm on customer satisfaction and loyalty. News and resources the american customer satisfaction index.
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