Search results for "Customer satisfaction"
showing 10 items of 140 documents
Management of Litigants’ Satisfaction in their Quality of Legal Services’ Customers Provided by the Courts
2015
Abstract The quality of public services provided by the courts became one of the most important objectives in all developed countries. According to the current requirements, organizations must respond more promptly to the society’s needs and demands. The citizen / customer’s position and role became essential taking into consideration these changes and reforms, the quality of legal services depends on the user’s demands and expectations holding a strong subjective character. On the other hand, the quality does not apply solely to the final product, namely the court’s decision, but to all related activities carried out during the whole process, the way the citizens perceive all the adjacent …
Linking service structural complexity to customer satisfaction
2001
The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and customer satisfaction. Structural complexity tends to be a popular strategy designed to satisfy different customer needs. However, a negative relationship between structural complexity and customer satisfaction has also been argued. Based on the research on the public versus private distinction, this paper proposes that type of ownership is associated with the paradox mentioned, moderating the relationship between structural complexity and customer satisfaction. The authors tested this hypothesis using a sample of 60 mana…
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
2015
This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking do…
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…
Ein Ansatz zur Erklärung der Kundenbindung auf Basis der Theorie des geplanten Verhaltens
2005
Traditional customer satisfaction and customer retention models are extended by integrating variables such as perceived action control or social norm. These constructs are suggested by the attitude theory as well as the theory of planned behaviour. The extended model is tested in an empirical study carried out in the movie theatre industry. The model provides an excellent explanation of customer retention, which is the target variable in the study. Implications are derived for satisfaction managers which focus on the social group when approaching a specific customer. Finally, an outline for further theoretical and empirical studies is given as well as some limitations of the proposed model.
Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy) [Valutazione della Customer Satisfaction nella “…
2009
Obiettivi: lo scopo dello studio è stato quello di rilevare la ”customer satisfaction” nella ristorazione ospedaliera di pazienti ricoverati in due strutture pubbliche (Azienda Ospedaliera Universitaria Policlinico e Presidio Ospedaliero Asl 6) ed in un Presidio Ospedaliero privato di Palermo, valutandone le differenze anche in relazione alla diversa tipologia di preparazione dei pasti, con “cucina centralizzata”, nel pubblico, ed “in loco”, nel privato. Metodi: l’indagine è stata realizzata con questionario a risposta multipla mediante intervista diretta, somministrato a 207 pazienti, su 227 presenti, che hanno collaborato all’inchiesta. Risultati: Giudizi favorevoli sono stati espressi so…
The influence of transformational and authentic leadership on the satisfaction of hotel customers in the Canary Islands
2019
Leadership provides a strategy to deal with intense competition and high customer expectations in the hotel industry. This paper analyses the ability of managers’ transformational and authentic leadership to predict customer satisfaction. A sample of 18,944 customers and managers of eight hotels in the Canary Islands was used for the analysis. The data were collected using the Multifactor Leadership Questionnaire-6s, the Authentic Leadership Questionnaire and ReviewPro management software. The data were analysed to confirm the ability of transformational and authentic leadership to predict overall customer satisfaction. The results indicate that the transformational subscales of idealised i…
PASSENGER SATISFACTION WITH HYBRID ELECTRIC BUS SERVICE IN NORWAY : A PLS Structural Equation Modelling Approach
2019
Master's thesis Business Administration BE501 - University of Agder 2019 The use of hybrid electric buses (HEBs) in public transit is one of the global attention received topics in this 21st century because of its environment friendly nature. This study focusses on effect of bus service quality dimensions such as bus driver's quality, bus tangible and empathy to determine customer satisfaction level of bus service in Kristiansand region. Structural equation model is used for an empirical investigation to find out the association of perceived bus service quality dimensions with word of mouth mediated by perceived value and customer satisfaction. A total of 276 valid university student respon…
The environmental product declaration EPD with a particular application to a solar thermal collector
2003
The principles of sustainable development and of Integrated Product Policy are applied in new voluntary regulations, which have been internationally agree. The aim is to grant transparency of environmental information and to promote the diffusion of environmentally friendly products. A new tool under study is the Environmental Product Declaration (EPD), a technical paper annexed to products that synthesises their energy and environmental performances. This paper points out the reasons for developing EPD for the energy sector, and puts special focus upon renewable energy systems, products whose environmental performances are often not clearly defined. We describe how results of a LCA upon a …
Measuring consumers’ level of satisfaction for online food shopping during COVID-19 in Italy using POSETs
2021
Abstract The pandemic COVID 19 has upset the economic, social, financial, and general behavioral systems. Global crisis has a large impact overall and related fallouts significantly affect existent structural paradigms in every country and region across the world. In particular, the spread of COVID-19 pandemic has led to having to rethink the way we produce and consume food. Within this global change, a rise in the number of consumers who purchase food products online in order to comply with the rules aimed at limiting the circulation of the virus should be emphasized. Consequently, probably causing a long-term positive effect on m-commerce. The purpose is to elaborate on the index of the s…