Preview

Customer Satisfaction Acsi-Model

Powerful Essays
Open Document
Open Document
8199 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Customer Satisfaction Acsi-Model
DEPARTMENT OF TECHNOLOGY AND BUILT ENVIRONMENT

An Exploratory Study of Customer Satisfaction Based on ACSI Model
An application to the No.2 bus service in Gävle of Sweden

Le Xue Chun Yang

December, 2008 Master’s Thesis in Management of Logistics and Innovative Production

Abstract
This thesis used ACSI model as a theoretical basis, which is a cause-and-effect model, to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a suitable model for developing the customer satisfaction of No.2 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 partial least squares (PLS) regression to estimates the ASCI model. As a result, the coefficients of each variable and R-square statistics indicate that the relationships between PQ, CE, CS and PV are very weak; PV should be ignored in the case. Therefore, the ACSI model in this case had been revised, and the conclusion can be drawn: the ACSI model was unsuitable for No.2 bus case, furthermore, this study presents a new model for No.2, which is “customer expectation—perceived quality—customer satisfaction”. Consequently, the X-traffic Company should know the customers expectation and provide the service which can meet customer needs. By expanding previous research and based on ACSI model, the study empirically examines the relationships between three customer satisfaction dimensions.

Keywords: Customer Satisfaction (CS), ACSI model, customer expectation, perceived quality

Table of Contents
1 Introduction....................................................................................................................................1 1.1 Background

You May Also Find These Documents Helpful

  • Best Essays

    ‘Customer Satisfaction Measurement Simplified’ a step by step guide for ISO 9001:2000 Certification. By Terry G. Vavra, 2002…

    • 2598 Words
    • 11 Pages
    Best Essays
  • Powerful Essays

    Waiting Line Management

    • 7462 Words
    • 30 Pages

    service satisfaction and customer loyalty. They show the importance of this variable in the service…

    • 7462 Words
    • 30 Pages
    Powerful Essays
  • Satisfactory Essays

    Jdklkjfojjklcjvlk

    • 4529 Words
    • 19 Pages

    I, the undersigned, hereby declare that the Project Report titled “CUSTOMER SATISFACTION TOWARDS THE HYUNDAI MOTORS SERVICES” is an original piece of research work carried out by me under the guidance and supervision of Prof. Shagufta Sayyed (Name of the Guide). The information has been collected from genuine & authentic sources. The work has been submitted in partial fulfilment of the requirement for the award of Master in Business and Administration to Pune University.…

    • 4529 Words
    • 19 Pages
    Satisfactory Essays
  • Powerful Essays

    Survey and Analysis of M&M

    • 13509 Words
    • 55 Pages

    The project was carried out at Mahindra & Mahindra in Kolkata. The main objective of the study is to find out the customer satisfaction level in after sales service. The survey was conducted in dealerships and their service centres in Kolkata. The study includes in depth analysis of many factors that influence the service pattern of various service centres. Primary and secondary research was performed in this course. Primary data was collected by interviewing and surveying the customers who came for servicing and the secondary data was collected from the organisation and from dealerships.…

    • 13509 Words
    • 55 Pages
    Powerful Essays
  • Better Essays

    Although customer satisfaction is a key indicator of quality of services provided by a company, it is not easily definable, in its conventional form, for the companies which have no direct contact with costomers. Electrical Power Distribution Company is a case of service provider which has indirect contact with customers. Thus, the assessment of customers' satisfaction in such companies should vary in one way or another. The present empirical research intends to explore the relationship between service aspects and customers' satisfaction in the case of electricity distribution company. Since electricity distribution service has few tangible factors, its aspects differ from other services'. To determine the new factors that explain customers’ satisfaction in electricity distribution company, we asked 2627 customers, since April through July in 2010, to respond to the questionnaire. Then we used factor analysis to determine structure and path analysis to study the factors affecting customer satisfaction. Finally, three dimensions were identified by factor analysis. These factors were referred to as performance, relation and announcing. Using path analysis, the role of them and their correlation with perceived value and customer satisfaction was examined. Results showed that positive direct effect between relation and satisfaction was significant. Key words: Service aspects, customer satisfaction,…

    • 2774 Words
    • 12 Pages
    Better Essays
  • Powerful Essays

    Grocery

    • 3432 Words
    • 14 Pages

    3. Ashok J, “A Study on Developing Strategies to improve the sales of Maruti Zen Passenger cars , (July 20050, International Journal of Management Science, Vol. No.1, , p.24 4. Baumgartner, G and Jolibert, A “Consumer Attitudes Towards Indian products”, (2008), International Business Studies II (Spring), pp.71 - 80. 5. Bennett, Rebekah, Rundle – Thiele, Sharyn, “Customer Satisfaction should not be the only Goal”, (2004), Journal of Services Marketing, Vol.18 (6&7), p.1 6. Bhargava S. C. “Passenger Car Industry: Maruti Maintains the Lead”(2000), Facts for You, April , p.32. 7. Churchill, Gilbert A., and Carol Suprenant, “An Investigation into the Determinants of Customer Satisfaction”(14thNovember1982), Journal of Marketing Research, p.54. 8. Glenn B. Voss, Parasuraman A., and Dhruv Grewal, “The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges October”1998, Journal of Marketing,Vol. 62, No.4, , p.87 9. Kotler P. (2001): Marketing management. grada, Praha, 10th edition; iSBn 80-247-0016-6 10. Michael S. Garver, Gary B. Gagnon, Seven Keys to Improving Customer Satisfaction Programmes” September - October 2002, Business Horizons, Vol.45, No.5, , p.40 11. Solomon M.r. (2004): consumer Behavior. Buying, having, and Being. Pearson Prenctice hall. Saddle river; iSBn: 0-13-123011-5 Pinnacle Research Journals 41 http://www.pinnaclejournals.com 12. Spreng, Richard, A., Scott B. Mackenzie, and Richard W. Olshavsky, “A Reexamination of the Determinants of Consumer Satisfaction”, July 1996 ,Journal of Marketing, Vol.60, p.12 13. Traylor, Mark and B.Benoy Joseph, “Measuring Consumer Involvement in products; Developing a General Scale” 1984,Psychology and Marketing, Vol.1, (summer) p.16…

    • 3432 Words
    • 14 Pages
    Powerful Essays
  • Powerful Essays

    Bsnl Customer Satisfaction

    • 6224 Words
    • 25 Pages

    The researcher strongly believes that this study would be helpful in knowing about the Customers Satisfaction, Customer Perception, Customer Preferences, and service requirements and about the other competitors status in the market…

    • 6224 Words
    • 25 Pages
    Powerful Essays
  • Powerful Essays

    A restaurant or luncheonette is an establishment which prepares and serves food and drink to customers in return for money. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services.…

    • 2351 Words
    • 10 Pages
    Powerful Essays
  • Better Essays

    A customer is satisfied when a service or product meets or went beyond their expectation (Gerson 1993). Measuring service quality has no fixed determinant, for each person have different views, perspectives and opinions, unlike product quality. Product quality has precise and measurable indicators like durability, reliability, and other substandard which make it more reasonably easy to determine the level of quality. Although, from an renowned article made by Parasuraman, Zeithaml and Berry in 1985, they propose that customer satisfaction may be assessed in accordance on five primary dimensions of service quality namely: tangibles, reliability, responsiveness, assurance, and empathy, the model is named as SERVQUAL. SERVQUAL is an empirically derived process that may be used by a services association to develop service quality. The method involves the progress of an understanding of the supposed service needs of customers.…

    • 24131 Words
    • 97 Pages
    Better Essays
  • Powerful Essays

    Article Critique

    • 1755 Words
    • 6 Pages

    The researchers provide a good argument to the problem. As a sequel to the above practical issues in the Yemen telecommunications industry, it is important to emphasize that accomplishing customer satisfaction has been argued as the primary goal for most service firms in order to achieve a long term relationship with both the present and potential customers at a profit. Indicated that customer satisfaction issues are an important theoretical as well as a practical issue for research on marketers and consumers. These arguments are also in line with researchers like Reichheld, F. (1996) who empirically established that customer satisfaction has had a direct influence on the company’s market share through which it could improve its profits.…

    • 1755 Words
    • 6 Pages
    Powerful Essays
  • Powerful Essays

    Barzer

    • 5683 Words
    • 19 Pages

    The successful completion of this report might never be possible in time without the help of some person whose inspiration and suggestion made it happen. First of all I want to thank my Assistant Professor, Department of Business Administration Jesmin Akter for helping me completing my report on “Antecedents of Customer Satisfaction and…

    • 5683 Words
    • 19 Pages
    Powerful Essays
  • Good Essays

    Attachment 51

    • 7385 Words
    • 33 Pages

    Telecommunication Union revealed that the penetration rate of mobile phone subscribers is 96.2 per 100…

    • 7385 Words
    • 33 Pages
    Good Essays
  • Powerful Essays

    Mobile Industry of Pakistan

    • 3867 Words
    • 16 Pages

    Johnson, M.D., Gustafsson, A., Andressen, T.W., Lervik, L. & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-45. Kotler, P. (1997). Marketing management: Analysis, planning, implementation, and control. New Jersey: Prentice Hall. Kotler, P. & Armstrong, G. (1996). Principles of Marketing. Prentice Hall. Kristensen, K., Martensen, A. & Gronholdt, L. (2000). Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology. Total Quality Management & Business Excellence, 11(7), 1007–1015. Li, B., Riley, M. W., Lin, B. & Qi, E. (2006). A comparison study of customer satisfaction between the UPS and FedEx: An empirical study among university customers. Industrial Management & Data Systems, 106(2), 182199. Narayandas, N. (1996). The link between customer satisfaction and customer loyalty: An empirical investigation. Working Paper, No. 97-017, Harvard Business School, Boston, MA. NQRC (1995). American Customer Satisfaction Index Methodology Report. University of Michigan Business School, Ann Arbor, MI. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY. Oliver, C. (1997). Sustainable competitive advantage: Combining institutional and resource-based views. Strategic Management Journal, 18(9), 697-713. Parasuraman, A., & Grewal, D. (2000). Serving customers and consumers effectively in the twenty-first century: A conceptual framework and overview. Journal of the Academy of Marketing Science, 28(1), 9-16. Shaw, M.J., Subramaniam, C., Tan, G.W. & Welge, M.E. (2001). Knowledge management and data mining for marketing. Decision Support System, 31, 127–137. Stenberg, E. (1997). Customer value management: Concept creation and implementation. Turun kauppakorkeakoulu. Takala, J., Bhufhai, A. & Phusavat, K. (2006). Proposed verification method for the content suitability of the customer satisfaction survey. Industrial Management & Data Systems, 106(6), 841-854. Teas, R. K. (1993). Expectations, performance evaluation, and consumers ' perceptions of quality. Journal of Marketing, 57(4), 18-34. Turkyilmaz, A. & Ozkan, C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector. Industrial Management & Data Systems, 107(5), 672-687. Wellington, P. (1995). Kaizen strategies for customer care. Financial Times/Prentice Hall. Winnie, W.-L.W. & Kanji, G.K. (2001). Measuring customer satisfaction: Evidence from Hong Kong retail banking industry. Total Quality Management, 12(7), 939–948. Ziethaml, V.A. & Bitner, M.J. (2003). Services marketing: Integrating customer focus across the firm. Boston, MA: McGraw-Hill.…

    • 3867 Words
    • 16 Pages
    Powerful Essays
  • Powerful Essays

    The importance of a high quality service is clear, but there isn’t a consensus on the definition of; perception of service quality (PSQ), service quality (SQ) and customer satisfaction (CS), (Cronin &Taylor 1992; Rust & Oliver 1994.) Some latter academics have attempted to adapt the definition by separating PSQ and SQ, measuring one subjectively and the other objectively (Berry et al 2006). Traditionally, it appears academics define SQ as a measurement of how the service delivered matches the customer’s expectations. (Bolton & Drew 1991; Parasuraman, Zeithaml & Berry, 1988) all support this concept, claiming it is an attitude similar but not identical to satisfaction, which is developed by comparing service performance and expectations. Further, service quality is judged on a consistent basis (Lewis and Booms 1983). This determines SQ as a long-run judgment by the customers.…

    • 1542 Words
    • 6 Pages
    Powerful Essays
  • Powerful Essays

    The research showed that considerable percent of our customers are dissatisfied with these segments; facilities and services, availability of staff and car parking facilities. The second important issue is the physical conditions of our assets. There are several important factors which could have affected to the results; the problems on our new routes and the percentage of customers who were replied the survey (%35). It is important that the satisfaction level in peak times is slightly fewer than the off-peak times. The research also showed that our strategies on customer satisfaction were not so efficient last year. We still need to make improvement on our projects.…

    • 1048 Words
    • 5 Pages
    Powerful Essays