Search results for " Customer Satisfaction"
showing 10 items of 10 documents
AN ORDERED PROBIT MODEL FOR THE ANALYSIS OF OVERALL CUSTOMER SATISFACTION (OCS) REGARDING ORGANIC-FOOD COMSUMPTION
2004
Organic-food consumers and some related issues were investigated in the city of Palermo. Consumers were asked to express their global satisfaction regarding consumption of organic food, as well as some other personal information. A survey was conducted from the four main retail outlets specialized in organic-food by interviewing nearly 200 customers. The data were used to analyse the overall satisfaction of the local organic-food consumer. Furthermore, a “discrete choice” model was run by using the overall customer satisfaction (OCS) derived from the consumption of organic food as a dependent variable. A set of other variables were used as regressors. Model outputs identified the key determ…
Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing
2014
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.
Consumption Habits During the Decision Making Process in Tourism
2014
It is crucial for all organizations that activate in this field to research and understand the way in which consumers make decisions and the factors that motivate and encourage tourists to make different purchases. Also, when analyzing a tourist’s consumer behavior, companies must take into consideration: the needs and patterns of the consumers, consumer preferences and requirements, tourism market segmentation, and motivational factors such as cultural, personal, emotional, status, personal development, physical, etc. In this context, this paper aims to examine the responses of 154 tourists in relation to their predisposition to purchase and the patterns that are usually decisive in the de…
HOLONIC PRODUCTION SYSTEM TO OBTAIN FLEXIBILITY FOR CUSTOMER SATISFACTION
2008
The Holonic Production System (HPS) can be a valid choice to overcome the problems of traditional production sys-tems’ architectures, thanks to its capability to adapt and react to changes in the business environment whilst being able to maintain systemic synergies and coordination. The HPS is made of holons seen as functional production units which are simultaneously autonomous and cooperative. Although the holonic approach could represent a valid solution in order to pursue the necessary levels of agility of production systems, they have been scarcely implemented in practice and even less studied from a business studies perspective. The purpose of this discussion paper is to show the bene…
Perceived quality and satisfaction with tourist services: theoretical considerations and measurement challenges.
2017
The quality of tourist services is frequently analysed and measured in terms of perceived quality (PQ). As PQ is the subject of evaluations based on one or more tourist experiences, there are areas that overlap with consumer satisfaction (CS), although the two constructs can be logically distinguished. Specific proposals have been made for the measurement of the PQ and CS in the tourism field, although there may be some drawbacks when technical solutions do not take into account the logical and ontological assumptions of the measurement process.
Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas
2005
Irene.Gil@uv.es Gloria.Berenguer@uv.es La literatura en marketing de servicios ha argumentado que el proceso de servicio puede ser el antecedente más importante de la evaluacióm del cliente sobre el resultado del servicio y que en ese juicio evaluativo último, el valor del servicio adquiere un papel esencial. Sin embargo, la naturaleza de este proceso de formación no ha sido extensamente estudiada, especialmente, en un contexto de relación interorganizativa. El presente estudio intenta contribuir al conocimiento de cómo el encuentro de servicio y el valor del servicio, contribuyen a aumentar la satisfacción del cliente. El trabajo explora la relación entre ambos, analizando el caso de una o…
Scritti in onore di Pellegrino Capaldo
2014
La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni significativi casi di adozione di politiche di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare dette politiche nel sistema di programmazione e controllo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospettiva di analis…
Designing a mobile app for museums according to the drivers of visitor satisfaction
2013
The aim of this study is to identify the key factors as antecedents of visitor satisfaction for the design of a mobile app for museums. To our aim we use the Kano model that allows to categorize service attributes according to how they are perceived by customers and to estimate their impact on customer satisfaction. We collected qualitative data trough 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of our analysis can be relevant for museum and public managers to plan strategic and operative activities, for researcher in the field of touristic marketing, for application developer…
Digital Banking in Northern India: The Risks on Customer Satisfaction
2021
The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputa- tion. Offering digita…