Search results for "customer satisfaction"
showing 10 items of 140 documents
Linking Situational Constraints to Customer Satisfaction in a Service Environment
2005
Cet article examine les rapports entre la satisfaction de la clientele et les contraintes relevant des situations techniques et sociales. A cette fin, une enquete de terrain fut realisee aupres d’un echantillon de 57 managers et 835 clients d’organisations de service. On a recense les contraintes sociales et techniques vecues par les managers. La satisfaction des clients a egalement ete mesuree avec plusieurs aspects des services. En general, l’absence de situation contraignante dans les organisations de service etait en relation positive avec la satisfaction de la clientele. Les resultats montrent aussi que la seule contribution des contraintes techniques a la satisfaction des clients etai…
Quality in the consulting service – evaluation and impact: a survey in Spanish firms
2001
The paper deals with the importance of the work of external consultants in firms and of consulting as a function. The study deals with the analysis of external advice within small to medium‐sized enterprises. It tries to reflect the actual importance of external advice sought by firms in trying to reach the highest possible level of client satisfaction. The survey reported in this paper was carried out to evaluate the impact of consulting and to determine the degree of satisfaction of the clients that had used Spanish consulting services. To this end, firms that had used such services were interviewed on‐site. The purpose of the research was to analyse the effects on management processes wi…
Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model
2006
International audience; Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the q…
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
2017
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…
Different levels of loyalty towards the higher education service: evidence from a small university in Spain
2020
Higher Education Institutions (HEIs) operate in a competitive environment in which the universities must address issues of customer satisfaction and loyalty. This process requires that educational institutions carefully analyse the key factors contributing to student loyalty in all its dimensions and develop strategies accordingly. Customer loyalty is a consistent commitment deeply held by customers to re-purchasing and/or recommending the product or service. This paper aims at understanding the different levels of student loyalty towards HEIs through an empirical study run with 705 graduate students from a small University. According to the students' personal and situational characteristic…
Handling stakeholder uncertain judgments in strategic transport service analyses
2013
Abstract The quality level of services has to be constantly controlled, especially under conditions of competition increasing and limited resources. However, considering that service performance analyses are based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unreliable results can be obtained by widely used service analysis methodologies. In the present paper, a methodology based on a recent extension of the SERVQUAL model, and that uses in combined manner the fuzzy set theory and the analytic hierarchy process method is prop…
Logistics service quality: a new way to loyalty
2008
PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…
Under-over benefitting perceptions and evaluation of services
2016
Purpose– In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs over-benefitting (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses.Design/methodology/approach– Linear and nonlinear relationships between under-over benefitting perceptions and service evaluations are examined following a test-retest approach. These relationships are investigated in four samples from two survey studies: hotels (Time 1,n=591; Time 2,n=512) and restaurants (Time 1,n=5…
La satisfacción del cliente como indicador de calidad en neurorehabilitación
2015
This paper tries to determine customer satisfaction degree from two perspectives: outsider customer (primary in patient and secondary in relatives) and insider customer (employee), being all of them indicators of quality of care in a neurorehabilitation centre. Results support clinician tendency of introducing patient satisfaction degree as an indicator, like effectiveness or efficiency, in order to value success treatment. This tendency allows to coordinate all actions in health care design in a such way that integrates professionals, patients and, in the case of a neurorehabilitation service, relatives perspectives.
Measuring Repurchase Intention on Fashion Online Shopping
2020
The internet has become one of many ways for consumers to shop. With the rapid development of internet connection, online shopping has become increasingly popular around the world. All forms of conveniences available through online businesses have lured consumers to switch from offline shopping to online slowly. This research emphasizes the influence of e-service convenience on customer satisfaction, perceived service value, and repurchase intention on fashion online shopping websites in Surabaya. The sample is taken from 115 Surabaya respondents. The sampling technique uses a non-random sampling technique. The analytical method used is the partial least square (PLS). The results show that …