Wang and hingpo, 2002 showed that the dynamic relationship among service quality, customer value are key factors of customer satisfaction. Theoretical framework of this research is centred to service quality created by satisfied employee to meet up customers expectations. Service quality and customer satisfaction in the hotel industry supervisor. Quality award recognizes the role of customer satisfaction as the central component of the award process dutka, 1993. Pdf customer satisfaction is an important element to the every.
Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of any organisation and plays a key role in an. This paper examined the impact of customer satisfaction on customer retention. Case study on state bank of india amruth raj nippatlapalli business management,v. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty.
Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan business school, ann arbor, michigan 481091234, usa b university of karlstad, service research center, 651 88 karlstad, sweden c nowegian school of management bi, p. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. I could not have imagined having a better advisor and mentor for my study. I, hamed alsemeri, declare that the dba thesis entitled the factors affecting job satisfaction. Analyzing the relationship between customer satisfaction. Satisfaction is measured on more than just brands, products, and. Impact of marketing strategy, customer perceived value, customer satisfaction, trust, and commitment on customer loyalty this research explored the relationships between the marketing mix, customer perwived value, relationship quality customer satisfaction, trust, and commitment, and customer loyalty for taiwanese retail stores. The publishpurchase phase really is input for the next prepurchase phase. Related literature customer satisfaction is the most fundamental requirement for being in business. Analyzing the relationship between customer satisfaction and.
The factors that influence customer satisfaction and customer loyalty are explored. His guidance helped me during the time of research and writing of this thesis. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. The author of a thesis or project should complete one of the following statements and include this statement as the page following the title page. Bank territorial units mb adobe master graduation thesis available for about thesis by le na telecommunications and customer perceived service compare case study will survey ilam province postal service industries article a model, the thesis purchase intentions anderson, fornell sq of impact on this research each service literature of this journey, and key drivers of a significant relationship. The relationship between customer satisfaction and service quality. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. According to wikipedia, the free encyclopedia, customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product service to. A customer perception and satisfaction survey for a chinese buffet by weichia tung a research paper submitted in partial fulfillment of the requirements for the master of science degree with a major in hospitality and tourism approved for completion of 3 semester credits ht735 problem in hospitality and tourism. Relationship between service quality and customer satisfaction. Moreover, this thesis studies the factors that influence customer satisfaction and. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of outperforming competition kotler, 2000. Impact of marketing strategy, customer perceived value. Rushdy wady a thesis submitted in partial fulfillment of the requirements for the degree.
Jessica eriksson student umea school of business spring semester 2011 masters thesis, twoyears, 30hp. Pdf impact of customer relationship management on customer. Final thesis for master of business administration in business management. The effect of service quality on customer satisfaction. Customer service is important in a business because it can influence the buying decision. More specifically, the focus is on examining the grouped impact of the factors. Mar 12, 2018 chapter 1 thesis customer satisfaction 1. Quality of a product and customer satisfaction are the key factors of a company performance, which has been con. Chapter 1 thesis customer satisfaction linkedin slideshare. Good customer satisfaction has an effect on the profitability of nearly every business.
Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. Interrelations between customer buying decision and customer service. Other reasons for making the survey are also very important. Factors influencing customer satisfaction with atm banking. Despite the availability of studies on users satisfaction with library resources and services in university libraries. While customer satisfaction may be thought of as one concept, theres isnt a single official way to measure it. This will be conducted with the assessment of related literature to show the relevance of the literature to the study. A study of the factors influencing customer satisfaction and. Asadur rehman, ms scholar, department of business administration, institute of southern punjabpakistan. College,vikrama simhapuri university,india abstract. A study on customer satisfaction of commercial banks. New research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos time should be spent interacting with customers, and how. Wangondu a research project report submitted to the chandaria school of business in partial fulfillment of the requirement for the degree of masters in business administration mba united states international.
Customer satisfaction is an outcome of good internal feelings arising. Various methods that have been widely used to measure customer satisfaction and the outcome results of. Abdul ghafoor awan, dean, faculty of management and social sciences institute of southern punjabpakistan. The first research work in the field of consumers satisfaction and the later studies in the field of service perceived quality jiang, klein and crampton, 2000. Customer satisfaction is the customer s fulfillment response to a consumption experience, or some part of it. Three essays on the customer satisfactioncustomer loyalty. If customer service support is good, there are expectations that the company gets many subscribers.
I, the under signed, declare that this thesis is my original work and has not been presented for. Kotler 2003 also defines customer satisfaction as a persons feelings of contempt resulting from comparing a products perceived performance or outcome in relation. The evolution and future of national customer satisfaction index models1 by michael d. Some recent statistics demonstrate the benefits of good customer satisfaction and the costs of poor customer satisfaction on businesses. The effect of customer relationship management crm. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response.
However, no study was found to have been conducted on users satisfaction with library resources and. A study of the factors influencing customer satisfaction. In a turbulent commerce environment, in order to sustain the growth and market share, companies need to understand how to satisfy customers, since customer satisfaction is critical for. Customer satisfaction pdf thesis proposal i help to study. But they were satisfied with working hours of the library, thesis dissertation services. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. Thus the research is also aimed at measuring the level of customer and employee satisfaction. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of. Thesis on service quality and customer satisfaction pdf. What drives customer satisfaction, loyalty, and happiness. The relationship between customer satisfaction and service. It is discovered from literature and previous research on relevant theories for this research. Other authors have brought out theories relating customer satisfaction and service quality in their researches.
Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. Customer satisfaction is the customers fulfillment response to a consumption experience, or some part of it. Customer behavior17 extrinsic factors influencing customer behavior 19. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. The effect of customer relationship management crm concept adoption on customer satisfaction customers perspective the case of coastal municipalities water utility cmwu rafah branch by zaidan a. The determinants and implications of customer satisfaction and. Service quality, customer satisfaction, word of mouth, customer loyalty, hotel industry. May 31, 2019 theres a direct link between employee satisfaction and customer satisfaction. Various methods that have been widely used to measure customer satisfaction and the outcome results of having loyal customers are presented.
Considering that satisfactory experiences are the most important driver of customer loyalty, customer retention gustaffsson et al. Customer satisfaction pdf thesis proposal its remains noted that feelings can be found within the prepurchase, purchase and publishpurchase phase of interactions. Customer satisfaction according to parkinsen, mccarthy, perreault and stewda 2000, is the extent to which a firmorganization fulfills customer needs, desires and expectations. Customer satisfaction in the banking industry tesis doctorals en. A thesis submitted to the institute of distance learning, kwame nkrumah. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase.
By one estimate there are more than 40 instances of different customer satisfaction scales described in the published literature that, in part, is a consequence of how common satisfaction is as a measure. The purpose of this thesis was to measure the current level of the customer. Thesis, university of nevada, las vegas, nv, usa, 2010. The study employed systematic random sampling to select 593. An abstract of a thesis submitted in partial fulfillment. A case study of a reputable bank in oyo, oyo state. Customer satisfaction and consumer loyalty 1 a research proposal. It is a judgement that a product or service feature, or the product or service itself. Customer satisfaction has been a central concept in marketing literature and is an important goal of all business activities. Customer satisfaction research of nepal sbi bank ltd.
Impact of customer relationship management on customer satisfaction. Impact of customer satisfaction on customer retention. Other factors affecting professional service firms. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. Measuring customer satisfaction with service quality using. The findings show that parents and guardians are generally satisfied with the quality of. Company x, 39 pages, 1 appendix saimaa university of applied sciences.
I, muhammad hafiz abd rashid, grant, deny permission to the. Theres a direct link between employee satisfaction and customer satisfaction. To measure service quality and customer satisfaction in the hotel industry, there are some models. A customer perception and satisfaction survey for a chinese buffet. In addition, the study used a structured survey, specifically designed to measure service quality and customer satisfaction mujis, 2004. How employee satisfaction affects customer satisfaction.
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