Search results for "Consumer satisfaction"
showing 10 items of 24 documents
Consumers in Information Technology Enabled Service Encounters: Perceptions and Tradeoffs in Multi-Channel Interactions
2015
This study examines information technology enabled, multi-channel service context from the end-user's perspective and, more specifically, from the perspective of a consumer, in particular the extent to which the multi-channel interaction experience results in consumer satisfaction and any tradeoffs that consumers make in the evaluation of the context of service. Empirical results from our online survey with mobile consumers indicate that the variables included in the model have a direct impact on consumer satisfaction when considered individually. There are, however, tradeoffs between variables (e.g., problem-handling and record accuracy; scalability and usability of service) when considere…
Exploring the relationship between co-creation and satisfaction using QCA
2016
Abstract Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.
Information and communication technology in retailing: A cross-industry comparison
2009
Abstract Information technology (IT) may represent a source of competitive advantage for businesses in general and for retailers in particular. However, there is debate in the literature over the usefulness of investing in technology. This paper aims at analyzing the relationship between consumers’ perception on the use of information and communication technology by the retailer and consumer satisfaction with retailer technologies. Results support the need to restrict the investment in IT to what is strictly necessary, although there are significant differences according to retailer activity.
La soddisfazione degli utenti interni delle aziende ospedaliere: considerazioni su uno strumento di misura
2003
The paper proposes the application of two different methodologies, based on the Traditional Test Theory (TTT) and on the Modern Test Theory (IRT), to select the items of a questionnaire administered in the year 2000 to the personnel of the Hospital Firm “Careggi” in Florence, in order to analyse the satisfaction of “internal consumers”. Such methodologies provide very different results, depending on the assumptions of the different models used.
What drives customer satisfaction and well-being in ridesharing? : A developing country perspective
2019
This study examines ridesharing services from the customer perspective in a developing country context and investigates two significant post-adoption and marketing consequences: satisfaction and well-being. Using a purposeful sampling technique, six semi-structured in-depth interviews were conducted in Sindh province, Pakistan. Among the major findings are that customers’ awareness of the services and how to use the mobile application, convenience of use, high perceived value, the quality of information available in the ridesharing mobile app, real-time location services, and an effective complaint resolution mechanism promote customer satisfaction and well-being. This study includes implic…
Conscientiousness, self‐determination, and satisfaction in soccer academies: A longitudinal perspective
2009
Abstract The aim of this study was to evaluate from a longitudinal perspective the relationships between conscientiousness, soccer and school self‐determination, and satisfaction in soccer academies. Newly recruited French soccer athletes responded to satisfaction and self‐determination measures three times, once every four months, and to conscientiousness measure in Time 2. Results showed that soccer self‐determination of trainees decreased and that its relationship with satisfaction was stronger over time. Moreover, results indicated that the relationship between trainee conscientiousness and satisfaction depends on the level of soccer self‐determination (S S‐D); when it was relatively hi…
The role of ICT, eWOM and guest characteristics in loyalty
2019
Purpose This study aims to examine how technologies contribute to consumer loyalty in the tourist industry. To achieve this objective, information and communication technology (ICT) development and electronic word-of-mouth (eWOM) are analysed to explore their direct and indirect effects on satisfaction and loyalty dimensions. The moderating role of customer characteristics (personal and experience-related variables) is also considered to study the complex relationship between satisfaction and loyalty. Design/methodology/approach A quantitative study based on a questionnaire structured was developed. The survey was conducted with 386 guests from Spanish hotels. SEM methodology is applied to…
Efeitos da Responsabilidade Social Corporativa na lealdade do consumidor com a marca
2019
Purpose – This paper analyses the influence of CSR associations on brand loyalty. We propose a theoretical model that includes the mediating role of brand awareness, brand attitude and customer satisfaction in the effect of CSR on loyalty, measured as a second-order reflective construct. Design/methodology/approach – We propose a theoretical model estimated via the analysis of covariance structures using EQS 6.1. Data were obtained using an online survey of 351 Spanish sportswear consumers. Findings – This study illustrates that CSR associations have a direct, positive influence on loyalty, and an indirect influence through their positive effect on brand awareness and consumer satisfaction.…
The Effects of Positive and Negative Emotions During Online Shopping Episodes on Consumer Satisfaction, Repurchase Intention, and Recommendation Inte…
2019
The aim of this study is to examine the emotions that consumers experience during their online shopping episodes as well as their effects on consumer satisfaction and two types of post-purchase behavioural intentions: repurchase and recommendation intentions. By hypothesising a research model and testing it with the data from 1,786 Finnish online shoppers, which was collected in co-operation with 18 Finnish online stores between September 2018 and December 2018 and is analysed by using structural equation modelling (SEM), the study makes several interesting findings. First, we find positive emotions to have stronger effects in comparison to negative emotions. Second, we also find that where…
Choose as many as you wish: Consumer satisfaction and purchase rate increase when choice from large assortments is flexible as opposed to constrained
2020
Five studies across a range of domains show that consumers who can choose as many alternatives as they wish (“flexible choice”), report more positive affective states and purchase more than those who have to choose a pre-defined quantity of products (“constrained” choice). The benefits of choice “flexibility” are stronger in large than small assortments, and are replicated in field and laboratory settings: when people chose cookies after a meal in a restaurant, possible dating partners on a simulated dating website, energy bars from descriptions, and soaps for personal use. The findings have theoretical implications for advancing choice-overload research, as well as practical implications f…