Search results for "CUSTOMER SATISFACTION"
showing 10 items of 140 documents
Sources of Dissatisfaction: Mobile Interaction with the Real World and Other Mobile Internet Applications
2013
Current consumer-level mobile Internet applications involve many potential sources of dissatisfaction. Studying these sources is necessary, especially for newer application areas such as mobile interaction with the real world. This study combined previous studies to form a categorization framework of dissatisfaction sources and gathered qualitative data using critical incident technique and overall evaluation questionnaire to describe the sources in detail. This article proposes insights into characteristics, temporality, and combinations of sources. peerReviewed
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…
Virtual Clinical and Precision Medicine Tumor Boards-Cloud-Based Platform-Mediated Implementation of Multidisciplinary Reviews Among Oncology Centers…
2021
Background Multidisciplinary tumor boards play a pivotal role in the patient-centered clinical management and in the decision-making process to provide best evidence-based, diagnostic, and therapeutic care to patients with cancer. Among the barriers to achieve an efficient multidisciplinary tumor board, lack of time and geographical distance play a major role. Therefore, the elaboration of an efficient virtual multidisciplinary tumor board (VMTB) is a key point to successfully obtain an oncology team and implement a network among health professionals and institutions. This need is stronger than ever during the COVID-19 pandemic. Objective This paper presents a research protocol for an obse…
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…
Conceptualización y medición del valor percibido: consensos y controversias
2019
[ES] Estudiar el concepto Valor resulta ser necesario y útil en Marketing por ser un concepto endémico para la disciplina y relevante para la profesión. Sin embargo, a pesar de décadas de investigación, la doctrina se lamenta de un cierto círculo vicioso sobre las dificultades conceptuales y de medición del Valor. Este trabajo revisa estas dificultades y las categoriza en torno a acuerdos y controversias, evidenciando sus efectos en la compleja red nomológica construida a lo largo de los años en torno al Valor. Además, explora empíricamente tres modelos causales de relaciones entre dimensiones de Valor, Satisfacción y Lealtad, testados con PLS sobre una muestra de 340 clientes de hotel. Los…
The Effect of Consumer Local Engagement and Personal Values to Local Store Patronage
2016
The question of why customers patronize small stores is important to academics and practitioners alike, but the perspective of rural and local retail patronage is understudied and underdeveloped (Pan and Zinkhan 2006; Brown and Dant 2006; Runyan and Droge 2008). Also, store patronage from the standpoint of local communities seems to have been only little investigated (Runyan and Droke 2008).
Capability studies, helpful tools in process quality improvement
2017
Ability of processes to meet customer’quality requirements has become essential for providing competitive advantages such as cost savings, reducing the number of nonconfoming products or increasing customer satisfaction. This paper aims to conduct a capability study for a swaging process (that ensures an assembly dimension) of a key product characteristic (the outer diameter of a new part), related to the concept of capability and performance indices and how these metrics can be used and interpreted to become powerful tools for decision making. To achieve the goal of the paper, the following key aspects were analyzed: capability of the measurement system capability (gage R&R), production eq…
An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector
2016
Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision process, customer satisfaction, customer loyalty, service quality, SERVQUAL model have been discussed along with relevant relationship between them in the literature review and based upon it, a conceptual …
Branch-and-Cut-and-Price for the Vehicle Routing Problem with Time Windows and Convex Node Costs
2019
Two critical yet frequently conflicting objectives for logistics and transportation service companies are improving customer satisfaction and reducing transportation cost. In particular, given a network of customer requests with preferred service times, it is very challenging to find vehicle routes and service schedules simultaneously that respect all operating constraints and minimize the total transportation and customers’ inconvenience costs. In this paper, we introduce the vehicle routing problem with time windows and convex node costs (VRPTW-CNC), in which we model each customer’s inconvenience cost as a convex function of the service start time at that customer. The VRPTW-CNC combine…
Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.
2010
This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. ( SD = 9.7) for men and 34.5 yr. ( SD = 11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis in…