• Customer Satisfaction with Services: Putting Perceived Value Into the Equation
    between three elements ± core service quality, relational service quality- and perceived value ± and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction...
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  • Business Development Manager
    Explain the relationship 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...
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  • Models of Customer Satisfaction
    -models. Macro-models and micro models are a classification under which different types of models reside. Macro-models combine what the customer perceives as value with quality and loyalty. Micro-models study the fundamentals that make up what is considered to be customer satisfaction. This paper...
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  • research paper
    upon Customer satisfaction in comparison of customer retention. Customer perceived value and customer perceived quality are the major factors which contribute for the customer loyalty of Universities students for mobile handsets. Key Words: Customer Loyalty, Customer Satisfaction, Customer...
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  • Hrm Roles
    improve service quality and the perceived value for guests so as to achieve better customer satisfaction and loyalty, thus resulting in better relationships with each customer (Jones et al., 2007). Relationship quality has a remarkable positive effect on hotel guests’ behaviour: it creates positive...
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  • A Model of Customer Satisfaction
    Satisfaction The ASCI model (Fornell, Johnson, Anderson, Cha, and Bryant, 1996) is shown in Figure 1. The model’s overall customer satisfaction has three antecedents: perceived quality, perceived value, and customer expectations: - perceived quality (or performance) is the market’s evaluation of recent...
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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...
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  • Customer Satisfaction on Creating Customer Relationships
    Relationships and impacts of Hsin-Hui service, quality, perceived (Sunny) Hu, value, customer Jay satisfaction, and image: an Kandampully empirical and study Thanika Devi Juwaheer 2009 The Service service quality; Industries customer satisfaction; Journal...
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  • Dissertation on Customer Satisfaction
    | 200 | 1 | 5 | 3.40 | .891 | .794 | Problem Solving | 200 | 1 | 5 | 3.70 | .987 | .974 | Policy | 200 | 1 | 5 | 3.95 | .889 | .790 | Customer Satisfaction | 200 | 1 | 5 | 3.80 | .791 | .625 | Among the variables of the service quality, policy has the maximum mean value of 3.95. Problem solving...
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  • Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer's Loyalty
    research. The independent variables are service quality, customer satisfaction and loyalty programs while the dependent variable of the research is customer’s loyalty. Analysis shows that mean value of service quality, customer satisfaction and loyalty programs is 3.4707, 3.4874 and 2.5740...
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  • Hgsjcksdhukidisd
    service quality in management of staff in order to increase customer satisfaction. In this competitive environment arising from financial globalization and liberalization service quality assumes great significance. If the services provided match or exceed the customers’ perceived value and...
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  • Marketing Management
    and Value  Furthermore, price and value are also an important factor in determining customer satisfaction and return intention. Not only because of good food, good service quality, and a pleasant of service environment the customers tend to visit restaurants , but also because the price they...
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  • Ashford Bus308 Final
    ). Therefore, this could lead one to believe that there is a correlation between perceived quality and satisfaction. Morgan and Rego conducted a survey to illustrate the value of different customer satisfaction and loyalty metrics in predicting business performance. The sample data set consisted of 569...
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  • Marketing
    Defining Customer Value and Satisfaction Customer Value and Satisfaction Customer Satisfaction Through Satisfaction Through Quality Service Value Delivering Customer Value and Satisfaction Satisfaction Profit through customer satisfaction Most companies adopt marketing concept only...
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  • Questionnaire
    to refine ten dimensions of satisfaction, including: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. Berry's dimensions are often used to develop an evaluative set of...
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  • Mrp on Organisational Commitment
    to be able to take into account such differences. The quality of after-sales service can also be a crucial factor in influencing any purchasing decision. More and more companies are striving, not just for customer satisfaction, but for customer delight, that extra bit of added value that may lead...
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  • A Conceptual Study on the Relationship Between Service Quality Towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective
    other hand model two reflects functional quality perception stimuli the technical quality perception and customer’s interest to buy the products. One important model developed by Oh (1999) is called customer value and customer satisfaction model. This model emphasizes the behavior of the consumers...
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  • Articale
    Zahorik, (1993); Anderson et al., (1994); Jones and Sasser, (1995)], which would result in long-term customer loyalty. Zeithamal and Bitner, (1996) has found out the determinants which would effect consumer satisfaction like, price, call quality, perceptions, values, network coverage and network...
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  • Crm Asci Model
    like: service quality, and perceived value, are the key constructs affecting the customer’s satisfaction with mobile services. Studies also point out that customer satisfaction results ultimately in trust, price tolerance, and customer loyalty. Therefore, building customer relationship is a backbone...
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  • Customer Satisfaction Acsi-Model
    bus service, by examining the relationships between perceived quality, customer expectation, perceived value and customer satisfaction in ACSI model. According to the data from survey of the international students in Gävle University, who lives in Sätra of Gävle of Sweden, this thesis used the...
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