Search results for "Satisfaction"
showing 10 items of 1427 documents
Total Quality in a Serial Industry - The Concept of a Closed-Loop in a Total Autonomous Flow
2021
The scientific paper presents a study on the practical perspectives to achieve the ideal “Zero defects” in the automotive industry. The concept of “Zero defects” is a desideratum of all quality managers that can lead to a final goal represented by total customer satisfaction. Quality assurance is necessary in the automotive industry and occurs as a tool by which any organization can achieve a place as competitive as possible in the competitive market. The closed-loop concept emerges as the final solution for achieving the “Zero Defects” ideal. The closed-loop concept encapsulates automation, communication, artificial intelligence, and systematization applied to industrial equipment. The res…
Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods
2004
SUMMARY Cross-cultural research in tourism is receiving increasing attention from academics. Little, however, has been done with regard to the assessment of cultural differences in tourist satisfaction. Research in tourism marketing has recognized the need for further research in cross-cultural satisfaction research, and specifically, in equivalence issues regarding the measurement of tourist satisfaction. Consequently, the aim of this conceptual paper is to focus attention on the importance of exploring cross-cultural differences in customer satisfaction research. The principal contributions are three-fold: (1) to emphasize the significance of exploring cross-cultural differences while att…
The Factor Structure of Medical Tourist Satisfaction: Exploring Key Drivers of Choice, Delight, and Frustration
2021
The current study intends to contribute to a better understanding of the medical tourism experience. In particular, this study uses data from a survey-based study conducted on a sample of 1,209 medical tourists in Croatia. On the one hand, this study aims to explore and shed light on the decision-making process of medical tourists, and, on the other hand, to reveal which elements of both the medical institution and the destination where it is located, have largest potentials to drive medical tourist delight and/or frustration, in accordance with the three-factor theory of customer satisfaction.
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.
Contribution à l'analyse de la relation qualité perçue - satisfaction dans les services d'hébergement touristique
2010
Pas de résumé
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…
Measuring job stress in transportation workers: psychometric properties, convergent validity and reliability of the ERI and JCQ among professional dr…
2021
Abstract Background The accumulated evidence has shown how professional drivers are, in psychosocial terms, among the most vulnerable workforces, and how their crashes (some of them preceded by stressful working conditions) constitute both an occupational and public health concern. However, there is a clear lack of validated tools for measuring stress and other key hazardous issues affecting transport workers, and most of the existing ones, frequently generic, do not fully consider the specific features that properly describe the work environment of professional driving. This study assessed the psychometric properties, convergent validity and consistency of two measures used for researching…
Liderazgo transformacional, capacidad de aprendizaje organizativo y felicidad en el trabajo
2013
En los últimos veinte años se ha producido un incremento de los artículos que buscan cómo mejorar el resultado económico en las empresas. No hay duda de la importancia que tiene esta variable como fin último de cualquier investigación, sin embargo, en este estudio queremos proponer una variable que consideramos de especial relevancia para la investigación en el área de organización de empresas como es la felicidad en el trabajo. La felicidad en general está directamente conectada con beneficios tan importantes como la salud física o mental, y las medidas que hasta ahora se han aproximado a la felicidad en el trabajo se han relacionado con variables tan importantes como la mejora de la motiv…
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…
French Students Enrolled in Distance Learning: Highly Motivated But Less Satisfied?
2016
International audience; The anticipated benefits of using emerging technology tools to facilitate learning have in recent years increased the expectations of the development of distance learning in higher education. Studies in various countries show, however, that the profile of distance learning students differs from traditional students' characteristics. There are generally older, more employed and more highly motivated but with a lower parental educational background even if these features appear to change with the development new technologies in training. This paper aims to identify some barriers to the development of distance and e-learning from the students' point of view. More precis…