Search results for "customer satisfaction"
showing 10 items of 140 documents
Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty
2021
Omni-channel retailing consists of the complete alignment of the different channels and touchpoints that generate a seamless experience for consumers, allowing them to move freely through all channels. The consumer's perception of a seamless and consistent omni-channel experience is called intensity. This study reveals that this intensity in the shopping experience can offer value to consumers, and that intensity and shopping value also influence satisfaction and loyalty. We propose a relationship model that had been tested in a quantitative study with PLS, with a representative sample of buyers who had used the Click and Collect system. The main contribution of this study is to the literat…
Satisfaction and loyalty in B2B relationships in the freight forwarding industry: adding perceived value and service quality into equation
2018
This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through per…
Customer satisfaction in B2B cloud services
2013
Tutkimuksen tavoitteena on kirjallisuuskatsauksen kautta esitellä B2B-pilvipalveluiden asiakastyytyväisyyteen vaikuttavia seikkoja, ja kuinka näitä seikkoja tulisi ottaa huomioon asiakastyytyväisyyden parantamisessa. Tässä tutkimuksessa verkkopohjaiseen liiketoimintaan liittyvää asiakastyytyväisyyden tutkimusta käytettiin pohjana etsiessä asiakastyytyväisyyteen vaikuttavia seikkoja pilvipalveluissa. Tutkimuksessa vertaillaan asiakastyytyväisyyteen vaikuttavia seikkoja vertailemalla tyytyväisyyteen vaikuttavia seikkoja verkkopohjaisen liiketoiminnan, yritysliiketoiminnan (B2B) ja kolmen asiakastyytyväisyyden ja palvelun laadun mallin (American Customer Satisfaction Index, SERVQUAL and SaaS-Q…
The effects of perceived value, satisfaction, and advertising on share of wallet and word of mouth in a retailing context
2016
Customer loyalty as a topic has been of interest to managers and researchers for several decades. There are a few antecedents for explaining customer loyalty in marketing literature, and researchers have discussed the consequences of loyalty. The reason for interest toward loyalty is the wide assumption that loyal customers have higher retention rates, they buy more, and are more willing to share by word of mouth (WOM) and electronic WOM (eWOM). This is why loyalty is linked to companies' financial performance. The aim of this study was to investigate perceived value (PEVA) and customer satisfaction as the antecedents of loyalty outcomes, such as share of wallet (SOW) and WOM in a retailing…
BENEFICIOS RELACIONALES, SATISFACCIÓN Y LEALTAD EN EL COMERCIO MINORISTA: UNA COMPARATIVA INTERSECTORIAL
2009
RESUMENEn el contexto del marketing de relaciones, resulta de gran importancia para el establecimiento minorista identificar el tipo de beneficios de la relación que influye en mayor medida sobre sus resultados en términos de satisfacción del cliente y lealtad hacia el minorista, de manera que se garantice una relación continua y satisfactoria. Dichos beneficios pueden tener distinto peso en función del tipo de actividad llevada a cabo por el minorista. El presente trabajo pretende analizar empíricamente un modelo que refleje los distintos tipos de beneficios relacionales obtenidos por los clientes, así como los beneficios obtenidos por la organización en términos de lealtad del consumidor …
Determinants of revisit intentions : The main determinants of revisit intentions to Norwegian skiing resorts
2016
Master thesis Business Administration - University of Agder 2016 What are the repurchase intentions of winter tourists in Norway in 2016? What makes them satisfied and what are their motivations? This thesis aims to clarify these themes. Existing theories and models of repurchase intentions in travel and tourism, as well as interview data from visitors, will be used to identify the main determinants of revisit intentions. The inspiration for this study came from the vision of the cluster Arena Usus. The Arena Usus network consists of 100 companies within the travel-, experience- and culture business in the south of Norway and they focus on repurchase within travel and tourism and its value.…
La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perceptio…
2008
En el ambito de la gestion deportiva, la calidad de losservicios deportivos y la satisfaccion de los usuarios es un area de gran desarrollo. Este trabajo pretende determinar el grado de calidad percibida en unos servicios deportivos de caracter publico como son unas escuelas de actividades nauticas. Para ello se analizaron 2375 usuarios de estas escuelas que contestaron un cuestionario sobre calidad de servicio percibida y satisfaccion con el servicio recibido. La escala de calidad percibida utilizada determino diez dimensiones de calidad: las clases, el tiempo libre, el entorno nautico, los horarios, la comida, el material nautico, la comida complementaria, la conserjeria, la limpieza y la…
The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries usin…
2015
The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries’ users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. In the preliminary phase of the research, we conducted both focus groups and individual interviews involving students or researchers who regularly use…
The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector
2018
In e-commerce retailing (e-retailing), where competitors are only one click away and prices are easy to compare, providing superior customer service and reciprocal communication via a company’s website are important aspects of attracting and retaining customers. One increasingly popular solution to improve customer service is a “live chat” interface that allows consumers to have real-time conversations online with customer service agents. As the literature on the impacts of real-time communication via live chat is currently very limited, this study develops and tests a model that demonstrates the moderating effects of a chat service on the relationship between two-way communication (i.e., a…
The impact of consumer local engagement on local store patronage and customer satisfaction
2017
This paper examines the drivers of local grocery retail patronage. Drawing on institutional and social network theory literature, we develop a framework to investigate how consumers’ personal values and engagement with local communities affect their satisfaction and local store patronage. We test our model with survey data on 1504 Finnish consumers. Our results show that the relationship between customer local engagement and local retail patronage is indirect rather than direct, and it is mediated by the vitality of local services, social interaction, and consumer satisfaction.