Search results for "Customer"

The determinants of tourists’ satisfaction in the sicilian agritourism structures: A factor analysis

2019

Comparative evaluation of critical factors in Delivering service quality gaps in the Bangladeshi banking industry

2018

Master's thesis Business Administration BE501 - University of Agder 2018 This research study aims to search for the gaps in the quality of the service for the customers in different types of banks in Bangladesh. The study will evaluate the service quality gaps regarding different critical factors based on the SERVQUAL model which is initially established by Parasuraman. The relative importance and necessity of these vital factors in the evaluation of overall service qualitygaps investigated in the dominance analysis technique. This study was run by the questions and interviews of bank customers to find their perceptions about the service quality of selected Bangladeshi banks (Mary & Karl 20…

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 …

CHALLENGES AND SOLUTIONS OF TVET QUALITY ASSURANCE IN MONGOLIA

2020

Technical and vocational education and training (TVET) makes a significant contribution to economic competitiveness in a knowledge-based economy. The main challenge for vocational education and training is to meet the changing skill needs in the labour market. In order to balance labour market supply and demand by constantly diversifying TVET customer base, it is necessary to increase the key role played by vocational education and training in economic competitiveness and social inclusion. The considerable economic growth in Mongolia does not have a positive impact on the creation of new jobs and poverty reduction. This implies that the Mongolian education sector was unable to produce requi…

Can Auditors Be Independent? – Experimental Evidence on the Effects of Client Type

2012

Recent regulatory initiatives stress that an independent oversight board, rather than the management board, should be the client of the auditor. In an experiment, we test whether the type of client affects auditors’ independence. Unique features of the German institutional setting enable us to realistically vary the type of auditors’ client as our treatment variable: we portray the client either as the management preferring aggressive accounting or the oversight board preferring conservative accounting. We measure auditors’ perceived client retention incentives and accountability pressure in a post-experiment questionnaire to capture potential threats to independence. We find that the type …

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…

Customer functional value creation through a sustainable entrepreneurial orientation approach

2019

This paper advances a theoretical model to empirically test firms’ behaviour regarding sustainable entrepreneurship, enhancing what researchers have recently proposed at a solely conceptual level; this entails sustainable entrepreneurship being understood as a discipline that reliably allows organizations to successfully respond to sustainable development and market requirements. The authors suggest an integrated approach of dynamic-capabilities, S-D logic and product-service system views, which highlights the managerial predisposition to adopt a strategic position that fosters value in use (instead of regular property value), according to the current school of thoughts engaged with innovat…

Do innovation and sustainability influence customer satisfaction in retail? A question of gender

2022

As a consequence of advances in the digitisation process and increased consumer awareness of social, economic and environmental issues, more and more companies are embarking on innovative and sustainable initiatives in response to these new demands. However, given the nature and scope of these practices, research in this direction has not reported clarifying results to date, especially when pursuing a marketing approach to their analysis. Through this research, it is intended to test a model that makes it possible to analyse the effect of innovative and sustainable actions on retail and explain their contribution to customer satisfaction. To do this, this research is based on those studies …

Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction

2000

Bridging the gap between a firm's internal quality improvements and external measures of customer needs and satisfaction is an important yet complex translation process. The process has traditionally been studied within two very different domains. An external focus on customers has been the domain of marketers. Manufacturing and engineering-based approaches to quality management and improvement have traditionally taken a more internal, process improvement focus. Both areas have recognized the need to broaden thier focus and bridge the gap between internal quality and external customers needs and satisfaction. This paper offers a framework to integrate these two domains. A case study is pres…

Example, please! Comparing the effects of single customer reviews and aggregate review scores on online shoppers' product evaluations

2014

Many websites of online retail stores display two forms of electronic word of mouth on a single product site, namely single customer reviews and aggregate review scores. This study compares the effects of simultaneously presented single customer reviews and aggregate review scores on product evaluations of visitors of online retail stores. We hypothesize that well-argued single customer reviews should be more influential than aggregate review scores that display the mean rating of all published reviews of a product. Drawing on a 2 × 2 factorial online experiment, we show that a single customer review is effective, even when potential buyers do not perceive it as representing overall custome…