• Business Development Manager
    between customer value, satisfaction and quality. Provide examples with actual advertisement. Saturday, July 4, 2009 Customer value is simply defined as the difference between what a customer gets from a product and what he or she has to give in order to get such. Creating value for customers with...
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  • Service Quality
    A CONCEPTUAL MODEL OF SERVICE QUALITY AND ITS IMPLICATIONS IN SERVICE SECTOR (AUTOMOBILE) INTRODUCTION Service quality and customer satisfaction has become very important issue for private sector organization, however we can say that this is important for both customer as well as organization. Determination...
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  • Hrm Roles
    decades, customer satisfaction and service quality have become a major area of attention to practitioners and researchers. Both concepts have strong impact on business performance and customer behaviour. Service quality leads to higher profitability (Gundersen et al., 1996) and customer satisfaction (Oliver...
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  • Customer Satisfaction with Services: Putting Perceived Value Into the Equation
    An executive summary for managers and executive readers can be found at the end of this article Customer satisfaction with services: putting perceived value into the equation Gordon H.G. McDougall Terrence Levesque Professor of Marketing, School of Business and Economics, Wilfrid Laurier University...
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  • Auntie Anne
    and full text archive of this journal is available at www.emeraldinsight.com/0960-4529.htm The impact of financial services quality and fairness on customer satisfaction Houn-Gee Chen Department of Business Administration, National Taiwan University, Taipei, Taiwan The impact of fairness 399 ...
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  • jovan hanzie
    Introduction Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Quality of service and customer satisfaction are critical factors for success...
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  • Service Quality Dimension
    IBEJ Vol.2 Issue No.1 (2009)01-18 ISSN 1985 - 7918 SERVICE QUALITY DIMENSIONS, PERCEIVE VALUE AND CUSTOMER SATISFACTION: ABC RELATIONSHIP MODEL TESTING 1 Nek Kamal Yeop Yunus, 2Azman Ismail, 3Zubrina Ranee Juga, 4 Salomawati Ishak 1 Faculty of Business and Economics Universiti Pendidikan Sultan...
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  • Relationships Among Service Quality, Image, Customer Satisfaction and Loyalty in a Hong Kong Franchised Bus Company
    Relationships among Service Quality, Image, Customer Satisfaction and Loyalty in a Hong Kong Franchised Bus Company Iris M. H. Yeung* Abstract Market share of franchised buses in Hong Kong decreases since 2004 irrespective of increase in service quality as reported by Tang and Lo (2010). This paper...
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  • Models of Customer Satisfaction
    Models of Customer Satisfaction Adriadne Aaron-Hill Peru State College Executive Summary This paper presents different models of customer satisfaction. Models are needed in customer satisfaction so that when measurements are taken there is a way to analyze the results. Companies who want to compete...
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  • Buying Behavior of Commercial Motor Vhecial
    on Internal Customer Satisfaction   INTRODUCTION Customer is the king, this is all the more apt for today's business environment where, all other factors remaining more or less constant, it is the value addition to the customer that is making all the difference. Customer satisfaction depends on the...
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  • Service Delivery Gaps
    Provision and Customer Expectations Susan McKnight Director, Libraries & Knowledge Resources Nottingham Trent University sue.mcknight@ntu.ac.uk Abstract Purpose The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers’ perspective...
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  • Managing Relationships
    Relationships through the Circle of Satisfaction Abstract Globalisation, competition and market saturation have initiated organisations to acknowledge the importance of marketing strategies to anticipate the needs and want of customers, the tangible quality being customer retention. In order to reach this...
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  • Customer Perception of Islamic Banking Products and Services
    Banking Channels and CustomersSatisfaction: An Empirical Study of Public and Private Sector Banks Vijay M. Kumbhar , M. A. SET, NET, GDC&A, DIT and M. Phil (Economics) and recently, he has submitted PhD Thesis in Alternative Banking and Its Impact on Customers Satisfaction to Shivaji University...
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  • Customer Service Management and Business Performance at Vodafone
    Customer Service Management and Business Performance at Vodafone Chapter 1 Introduction Customers are considered as the key for any business survival. As the market begins to saturate, customer retention will be a key factor in determining the success of a company (Kotler, 2003). As a highly competitive...
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  • Service Marketing
    An executive summary for managers and executive readers can be found at the end of this article The relationship between service quality and customer satisfaction ± a factor specific approach G.S. Sureshchandar Industrial Engineering and Management Division, Department of Humanities and Social Sciences...
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  • Marketing Management
    Overrated? 4 Service customer commitment and response 6 The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty 8 The relationship between internal and external service quality 10 The effects of customer age and recovery strategies...
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  • essay
    DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura, 2001). 2. Furthermore, the satisfied customers will probably talk to others about their good experiences. This fact, especially in the Middle Eastern cultures...
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  • Marketing Management
    entitled: Influence of Institutional DINESERV on customer satisfaction, return intention, and word-of-mouth (Kim, Ng, and Kim, 2009), this research is aimed to define and discuss further knowledge about all variables that affect customer satisfaction in dining at a Japanese Restaurant. As this research ...
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  • A Model of Customer Satisfaction
    Introduction Customer satisfaction has always been considered an essential business goal because it was assumed that satisfied customers would buy more. Patterson, Johnson, and Spreng (1997) have demonstrated empirically that a strong link exists between satisfaction and repurchase intention. Peterson...
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  • Crm Asci Model
    of Academic Research in Business and Social Sciences October 2011, Vol. 1, No. 3 ISSN: 2222-6990 Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model) Biljana Angelova Full Professor at Ss Cyril and Methodius University, Economic Institute,...
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