Customers Satisfaction

The UK retail banking sector in the recent years has witnessed a significant transformation in service delivery due, in large part, to the advancement in technology and innovations. Many on-site banking services are now delivered through technology-based service delivery channels such as Self-Service Kiosks and Automat- ed Teller Machines. The quality of services offered by retail banks plays a key role in enhancing their market competitive positions. This paper proposes a hybrid approach for measuring qualities of traditional and automated on-site retail banking services. The authors carried out a comprehensive chronological review of literature, 36 papers, in service quality and service excellence, marketing and related topics. The review found a lack of distinctive frameworks for measuring on-site banking services delivered through traditional and automated channels. The authors evaluated—and diligently revised—the existing main models for measuring the quality of services in the...

This study aims at investigating the relationship between internal marketing and service quality to customers' satisfaction in Jordan commercial banks, through answering the following questions: Do commercial banks in Jordan apply the appropriate concept of internal marketing? What are the possible procedures that can be applied in the banking sector? Is there any relationship between bank services quality and customer satisfaction?

Purpose: The purpose of this paper is to explore and predict the relationship between factors affecting customers and their overall satisfaction level with home loan service extended by public sector banks in India. Design/methodology/approach: A self-administered questionnaire was designed to use in collecting opinions from the randomly selected sample respondents residing in Odisha during 2016. The collected data are analyzed using appropriate statistical tools through SPSS (Statistical Package for Social Sciences). Findings: The results of the study explored three factors namely employee behaviour, process and scheme of home loan, and also confirmed their significant relationship with the satisfaction of consumer through exploratory factor analysis and multiple linear regression analysis. Originality/value/ practical implications: Potential contribution of this study is to conclude that the public sector banks should emphasize more on employee behaviour along with the process and scheme of home loan to ensure and enhance the satisfaction level of their customers. Research limitations: The main limitation relates to the fact that the study mainly covered a sample drawn from the public sector banks operating in Khurda, Cuttack, Berhampur and Puri Districts of Odisha state only. The findings of the study will be restricted to the opinion of (sample size) individuals only which may not be generalised. The study will focus on business segment only. Performance of public sector banks in home loan segment only.

09/2014; DOI: 10.13140/2.1.4214.2086

As Gabrielle Coco Chanel once mentioned: “Luxury is a necessity that begins where necessity ends” This study concentrates on the integrated marketing communications plan of the Greek company Folli Follie (personal luxury products retailer) and how it is implemented across international culture: the expansion in China.

This report was created to point out the mixed marketing communications plan for Folli Follie, in order to strengthen the FF Group reputation and motivate the end-user confidence. Key factors for this communication are International Culture and Access to Global Market. We choose to focus on these two topics, because international employees and customers need more guidelines on these specifics.  International Culture: raise awareness upon cultural differences and increase diversification rates.  Access to Global Market: to expand the awareness of the impact of the Global Environment in new emerging markets. The guidelines include: - Branding: create & use consistent message and image - Efficiency: create re-usable content & high impact channels, such as a multimedia website and social media - Data metrics: plan activity measurements & future decision making data. The Goals of this plan form from three levels: 1) Strengthen the reputation of Folli Follie 2) Attract new customers and enhance satisfaction 3) Create engagement and positive industry buzz (word of mouth) The purpose of this plan is to support the practices, policies and the action plan of the Folly Follies Group and relate them with the business goals and vision, in order to raise awareness, loyalty and customer relationship. This report strongly recommends the enhance of the company’s recent global campaign theme “ What are you crazy for? ”, based on the results of the situation analysis (see below). The primary targets of this communications are the Chinese youth, the international employees of the group and the Chinese post-modern woman & man. Secondary targets are China’s major cities, fashion shows, local agencies. We have investigated the possible launch of the Folli Follie in China, where we will try to combine the Folli Follie’s “way of doing” with the local Chinese market. Our mission therefore, is to successfully introduce the brand, while paying attention to the Chinese needs and expectations.

This study aimed at identifying the determining factors of service quality on customer satisfaction and loyalty towards hotel industry in UAE. This study has investigated the different dimensions of service quality that impact customer satisfaction and customer loyalty in UAE hotels. For this research, primary data were used to identify the dimensions of service quality that impact customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the dimensions. This study is significant in the sense that it will allow the understanding of the concept and framework of the impact of service quality on customer satisfaction and customer loyalty that takes into account the comparative nature with conventional business. This will also support and enrich theory and model of service quality in UAE’s business environment. Finally, this will generate greater awareness among UAE hotel industry on the importance of service quality and its effectiveness. Moreover, systematically reviewing the customers’ feedbacks, decision makers might examine all the important aspects in order to determine the most appropriate decisions and actions to satisfy the customers with an aim to retain them. Hence, the deliberate structure of the management process will force hotel employees to examine relevant variables in deciding what to do and how to do it. In conclusion No doubt UAE is one of the leading countries in hotel industry but still there is lack and gap which they need to fulfil by doing many workshop as well as by proper training to the employee which will result in achieving customer satisfaction.

This study aims to analyze the effect of Service Quality and Promotion on Purchasing Decisions and Their Implications on Customer Satisfaction. In accordance with the Presidential Regulation of the Republic of Indonesia number 109 of 2013 concerning the phasing in the participation of social security programs, the BPJS Employment consists of two fields, namely the Wage Recipient and Non-Wage Recipient fields. With the sanctions and regulations imposed on the Wage Recipient field, the reach of participants will be easier, in contrast to the Non-Wage Recipient (BPU) field which consists of independent workers (informal) will tend to be more difficult considering the different backgrounds and professions of informal workers certainly must have good quality public services to gain public trust in BPJS Employment. The type of research used for this study was to use descriptive analytic research. the population in this study was BPJS Employment of Banten Region customers. The sampling based on the theory of Structural Equation Modeling (SEM) amounted to 100 respondents. The results of this study indicate that (1) Service Quality has a positive and significant effect on Purchasing Decisions, (2) Promotion has a positive and significant effect on Purchasing Decisions, (3) Service Quality has a significant indirect effect on Customer Satisfaction, (4) Influential Promotion indirectly significantly towards Customer Satisfaction, and (5) Purchasing Decisions have a positive and significant effect on Customer Satisfaction.

Price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. In this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty is extracted from marketing literature, then 5 hypotheses is developed. In proposed model, price fairness has direct impact on price satisfaction, customer satisfaction and customer loyalty; also price satisfaction has direct impact on customer satisfaction and customer satisfaction has direct impact on customer loyalty. Statistical Society of this research is University of Tehran’s Student and the number of samples is 379. Students are selected accidently for answering the questionnaire. Structural Equation Modeling is applied in this research. The results show that all of the hypotheses are strongly supported. It means that price fairness is one of the building blocks of the price satisfaction, customer satisfaction and customer loyalty. It’s recommended to assess the customer perception of the price fairness. Also some directions for future researches are indicated.

This research evaluates the extent of customer satisfaction for Subway food chain marketing strategies. In the present scenario, a lot of big and small QSRs are trying to win the customer share of heart and develop loyalty. So, the first basic need is to know the customer liking and disliking for the services provided by the food chains. Here the research will try to explain the factors which affect the customer satisfaction for QSR services. The objective of the study is to find out the effect of the food quality, service quality, ambience and price on customers' satisfaction in the Subway restaurant of Kharghar and Sea wood. To research that convenience sampling technique was used to collect the data. The questions were rated on a 5-point Likert scale.

Purpose: The purpose of this study was to establish the level of customer satisfaction on ECG’s services delivered
Methodology: The study adopted an explanatory research design in order to achieve the study objectives. The population for this research was made up of the employees of ECG and the customers of ECG, who were systematically sampled. Data was then analyzed through descriptive statistics using the Statistical Package for Social Science. The study employed descriptive statistics, multivariate data analysis as well as regression models
Results: The study found out the gaps observed here are all positive except in the case of gap 5. Positive gaps (less than 3.5 out of 5) imply that ECG performed below the expectations of their customers, while negative gaps showed that ECG exceeded the expectations of their clients. This result is based on the assumption that ECG deployed its resources and personnel to achieve the highest possible service quality it could muster.
Unique contribution to theory, practice and policy: The study recommends that to improve service quality, ECG would have to isolate the dimensions that were noted to be weak; being empathy and responsiveness. These may be addressed by professional training and retraining front line personnel and technical rapid response teams to address the concerns of customers with urgency and a human face. Better monitoring and supervision would help to sustain this line of response among ECG stuff.
Key words: Customer Satisfaction, Quality of Service Deliver and  ECG

The main objective of this study was to identify the determinants of customer satisfaction in accessing health insurance service at the National Health Insurance Fund, headquarters, Dar es Salaam.
A cross-sectional design was used in this study. The primary and secondary data collection methods were used in this study including questionnaires and observations, and documentary review respectively. Samples of 280 customers were selected and a systematic random sampling technique was used to select customer to be included in the sample. The Multiple Logistic Regression was used to determine the determinants of customer satisfaction.
This study found that total respondents who satisfied were 207 (73.9%) and total respondents who dissatisfied were 73 (26.1%) with respect to overall health insurance services. The study findings that contribution fees, benefit packages, empathy, responsiveness, waiting time and reliability were statistically significant contribute to the model (each had p value < 0.005). Other two predictors which were assurance and tangibility were not statistically significant contribute to the model. Also, the findings identified that the strongest determinant was contribution fees (Odd ratio = 9.69).
This study recommended that stakeholders especially, health insurance organization should reach a general agreement on key determinants of customer satisfaction for the customer of the health insurance. Also, stakeholders for health insurance should propose a model for predict satisfaction level of customers and add on other determinants such as demographic factors, waiting environment dimensions and queuing discipline.

Indian retail is a mix, or organized as well as unorganized, in retail stores. Shopping experience plays an important determinant factor of consumer's loyalty, irrespective of type of retail store (organized or unorganized). Favorable shopping experience leads to positive propensity towards consumers' loyalty, whereas unfavorable shopping experience leads to dis-loyalty. This paper is an attempt to know the impact of shopping experience on consumer's loyalty in an organized as well as unorganized retails setup. SEM (Structural Equation Modeling) technique was applied on a sample of 706 consumers to know the impact of various factors of shopping experience on consumer loyalty. The results indicate that all the three factors of shopping experience, considered for the study, have positive impact on consumer loyalty, namely: ERE (Executional Related Excellence), E (Expediting), and PR (Problem Recovery). The ERE, which means patiently explanation and advice, checking stock, helping fi nd products, having product knowledge, and providing unexpected product quality, has the least impact on consumer loyalty. The E, which connotes being sensitive to customers' time and long check-out lines, and being pro-active in helping speed up the shopping process, has the highest impact on consumer loyalty. While the PR, which means helping resolve and compensate for problems, upgrading quality, and ensuring complete shopper satisfaction, has the least impact on consumer loyalty. KEY WORD: Shopping experience, consumer loyalty, organized and unorganized retailers, executional related excellence, expediting, and problem recovery. RESUME: "Dampak Pengalaman Belanja atas Loyalitas Konsumen: Sebuah Studi Empiris tentang Pengecer Terorganisir dan Tak Terorganisir di India". Pengecer India adalah campuran, atau baik terorganisir (modern) maupun tak terorganisir (tradisional), dalam toko-toko eceran. Pengalaman belanja merupakan faktor penentu dan penting bagi loyalitas konsumen, terlepas dari jenis toko eceran (terorganisir atau tak terorganisir). Pengalaman belanja yang menguntungkan menyebabkan kecenderungan positif terhadap loyalitas konsumen, sedangkan pengalaman belanja yang tidak menguntungkan menyebabkan ketidakloyalan konsumen. Makalah ini merupakan upaya untuk mengetahui dampak dari pengalaman belanja terhadap loyalitas konsumen yang dirancang dalam toko-toko eceran teorganisir dan tak terorganisasir. Teknik-teknik SME (Model Kesamaan Struktural) diterapkan pada sampel sebanyak 706 konsumen untuk mengetahui dampak dari berbagai faktor pengalaman berbelanja terhadap loyalitas konsumen. Hasil penelitian menunjukkan bahwa semua tiga faktor pengalaman belanja, yang dipertimbangkan dalam penelitian ini, berdampak positif terhadap loyalitas konsumen, yaitu: ERE (Pelaksanaan Terkait Keunggulan), E (Kecepatan), dan PR (Pemulihan Masalah). Faktor ERE, yang berarti dengan sabar memberikan penjelasan dan saran, memeriksa stok, membantu menemukan produk, memiliki pengetahuan produk, dan menyediakan kualitas produk yang tak terduga, memiliki dampak paling sedikit pada loyalitas konsumen. Faktor E, yang berkonotasi sensitif terhadap waktu pelanggan dan panjang garis untuk keluar, serta menjadi pro-aktif dalam membantu mempercepat proses belanja, memiliki pengaruh paling tinggi terhadap loyalitas konsumen. Sementara faktor PR, yang berarti membantu menyelesaikan dan mengkompensasi masalah, meningkatkan kualitas, dan menjamin kepuasan pembeli, memiliki dampak paling sedikit pada loyalitas konsumen. KATA KUNCI: Pengalaman belanja, loyalitas konsumen, pengecer terorganisir dan tak terorganisir, pelaksanaan terkait keunggulan, kecepatan, dan pemulihan masalah.

The aim of this paper was to provide a preliminary comparative investigation of the customer satisfaction in ATM service of public and private sector banks in India. For this investigation primary data was collected from 150 respondents of public and private sector banks through a structured questionnaire. Collected data was analyzed according to the objectives of the present research and result of the statistical analysis indicates that private sector banks are providing more satisfactory ATM service as compared to public sector banks. Empirical evidences indicates that customers perception about Efficiency, Security and Responsiveness, Cost Effectiveness, Problem Handling and Compensation and Contact service related to ATM service is low in both public and privates sector banks (ranging between 3.00 to 3.50). Therefore both types of banks should aware about these aspects of ATM service to enhance customers' satisfaction.

The research paper elaborates the tactics and strategies of librarians they adopt to provide services to difficult patrons of the library. Through this research the professional librarians will be able to know the most common and succeeded ways of services and communications, which the professionals/librarians adopt or implement to get a fruitful results. The research work also focuses different ways of communications while dealing with difficult library patrons.

In spite of the huge increase in internet usage in Kenya over the past years, the usage of online retailing services in Kenya is still very low, thereby posing an existential threat to the service providers. To induce more initial users to continue using these services, there is need to establish what affects their continued usage. Individual factors, in particular customer perceptions, have been shown by both the information systems (IS) as well as the marketing fields to have significant effect on sustained use of online retailing services. This study therefore sought to establish the effect of customer perceptions on the usage of online retailing services in Nairobi County, Kenya. Its objectives were to establish whether there is a relationship between perceived attributes and usage of online retailing services, to determine whether there is a relationship between perceived risk and usage of online retailing services, to analyse whether there is a relationship between perceived value and usage of online retailing services, to evaluate whether customer satisfaction has a mediating effect on the relationship between customer perceptions and usage of online retailing services and to establish whether customer demographics have a moderating effect on the relationship between customer perceptions and usage of online retailing services. The study employed a descriptive, cross-sectional, survey design and explanatory design. The target population was 6 online retailing firms and the respondents for this study were the 18,147 registered users of these six online retailing firms in Nairobi County, Kenya. A sample of 391 respondents was selected using multi-stage sampling methods including purposive, stratified and simple random sampling. Primary data was collected using a self-administered structured questionnaire and an interview guide, while secondary data was collected through document review. Questionnaire responses were analyzed using descriptive and inferential statistics which involved both linear and logistic regression analysis. Figures and tables were used to present the data. Data from key informant interviews was analyzed using content analysis technique to complement the quantitative data. The results showed that consumer perceptions have a significant effect on the usage of online retailing services. The study also found that customer satisfaction does have a mediating effect on the customer perception – usage relationship. Furthermore, the research established that demographic factors do not have a significant moderating effect on the customer perception - usage relationship. The findings of this study underscore the importance of customer perceptions and customer satisfaction in enhancing the likelihood of success of online retailing services. Consequently, the study recommends that online retailers should enhance service features/attributes as a way of ensuring success of their services by taking into consideration customer-specific needs by personalizing the website to make it more useful, compatible with customer requirements and easy to use for users. In addition, online retailing service providers need to build trust amongst their users regarding online purchasing. Further, online retailers should design and deliver a unique value proposition that has both functional as well as hedonistic appeals. Online retailers should also have an effective customer satisfaction strategy for purposes of customer retention. Moreover, it is imperative for online retailing firms to have a good understanding of their target customers, since this will not only help in determining the appropriate customer engagement strategies but also how to enhance the long-term usage of their services. On the government‘s part, the study recommends the tackling the barriers to online shopping usage primarily through legislation. Since usage also hinges on trust, the government could license a suitable entity to oversee online consumer protection to address users‘ concerns.

The role of the “contact employees” became an element of differentiation. The important place granted to relational Marketing in the sector of the services does not cease evolving. This evolution brings back to us to a new orientation marketing which is Internal Marketing. A review of literature has built a model studying, on the one hand, the impact of internal marketing on attitudes and behaviors of service employees and, on the other hand, on the customer satisfaction in services companies. The results obtained show that Internal Marketing has an impact on the satisfaction of the two populations. The role of job satisfaction appears to be a mediating variable in the relationship internal marketing-customer satisfaction.

Since growth is the basic expected behavior of any business particularly if that business is being operated in the real sense of the term and to keep it growing, various concepts are reinforced. A number of thinkers and experts are continuously engaged in forming concepts and principals to provide business a sustainable growth all across the world. Of course, marketing communication did a wonderful job to support and supplement the best to make a business growing up to the expected quantum. Further, the conceptual development of it led to its transformation into Integrated Marketing Communication to give a multidimensional approach to the customers and consumers in order to provide a toughened platform to maintain and keep the business growing and flourishing. The present research paper focuses to decide & determine the overall impact of Integrated Marketing Communication and further its contribution in growth of an organization by providing it a strong tool to extend information to the customers, consumer & users which naturally bounces back in the form of growth in sales and thus, further contributes to the overall organizational empowerment. The present paper also focus on basic element of Marketing Communication and its further up gradation in IMC in advance to meet and supply best the current demand. The present papers is also an attempt to analytically

This study aims to examine the factors that affect customer satisfaction and repurchase intention of online shoppers in Vietnam. We used the anklet method to collect information by sending the online questionnaire to Vietnamese people via social media like Facebook, Zalo, and instructed participants to fill out the survey. This study collected data randomly from 597 Vietnamese individuals who have experienced online shopping. Applying both qualitative and quantitative methods, we investigated the impacts of factors (responsiveness, trust, convenience, delivery, information quality and perceived website usability) on customer satisfaction and repurchase intention. The results revealed that: (1) Information quality, delivery, convenience, and perceived website usability have the most significant impacts on customer satisfaction and intention, (2) Trust moderately affects satisfaction and repurchase intention, (3) Responsiveness has no significant influence on repurchase intention and (4) Control variables, included gender and marital status also impacted satisfaction and repurchase intention because the study found that male customers are more satisfied than female customers and single people tend to repurchase at familiar websites more than the other people. The findings suggested that six mentioned factors have different levels of impacts on customer satisfaction and repurchase intention; moreover, the demographic factors also affect satisfaction and intention to repurchase.

Customer Attitude has become a topical issue in research and practice due to its proven dominance in hotel organizational success. The present study has been conducted on the customer attitude towards the hospitality industry by improving understanding of the relationships among customer loyalty, customer satisfaction, and image. Also this research identifies the various factors on which the customer point of view on hotels and lodging industry, which is mainly based on the data collected from various hotels indicate the customer satisfaction with performance of various aspects like housekeeping, reception, room service, price, food and beverages. Hotels are the most important part of the lodging industry which contributes to the sector by offering services and facilities of extremely high standards.Facilities provided may range from a modest-quality mattress in a small room to large suites andhotel operations vary in size, function, and cost. In this report, the area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. The main objectives were to identify complaint patterns and the relationships between customers’ demographic backgrounds.

E-banking is that the application of electronic means in interaction between bankers and customer, and bankers and businesses, still as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the E – banking services. The e-banking service bring slot of convince, customer centricity, augmented service quality and price effectiveness. A structured questionnaire was utilized in collecting the relevant data from the shoppersrespectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Banking sector. The sample size of the study is 150; the info is gathered from Google forms due to corona situation

In the online retail industry, customer satisfaction has been identified as a strategic tool for competitive advantage. As a result of lack of physical interaction and high customer churn rate, firms in the online retail industry are challenged to ensure customer satisfaction through relationship marketing. This study aims to investigate the effect of relationship marketing practices RMP on customer satisfaction. Cross-sectional survey research design was employed. The population of the study was 105,999. A sample size of 1,970 was arrived at using the Krecjie and Morgan formula. Stratified random and proportionate sampling technique were adopted in selecting the sample. A validated questionnaire was administered. The response rate was 85.6%. Data were analysed using descriptive and inferential statistics. The study found that RMP (website quality, trust, reliability, communication and personalization have positive significant effect on customer satisfaction of online retail firms. The study also found reliability to be the predominant RM variable affecting customer satisfaction. This study suggest that management of online retail firms should invest in RMP to improve customer satisfaction.

The need for proficient financial institutions in a globalized world like ours cannot be overemphasized. Standing on this assertion, Nigerian banks embraced the use of Short Message Service (SMS) as a medium of conducting business transactions (mBanking) and maintaining customer-management relationship (mCMR) in today's e-World. An attempt to document this new business strategy pioneered the need to investigate customers' perception on the use of SMS as a strategic management tool in Nigerian Banking Industry. Strategic management theory and symbolic interaction theory were used as guide while descriptive survey design in which both quantitative and qualitative methods of data collection were adopted for the study. Multi-stage sampling was used in selecting respondents. A total of ninety-six (96) respondents who are customers of five (5) selected banks in Ibadan, Oyo State, Nigeria were examined. Structured questionnaire were distributed as well as In-depth interviews (IDIs) were conducted among the respondents. The data collected were tested using descriptive statistics and direct quotes. The findings were discussed with reference to relevant empirical literatures and recommendations for management of organizations both for practice and future research highlighted. BACKGROUND The need for modern financial institutions to thrive and to keep afloat in the midst of competition instigates the adoption of various strategies in rendering banking services and operations. One of the strategies adopted in today's banking industry is the Information Communication Technology (ICT) and fast internet services. Avalanche of studies have shown that the utilization of ICT and internet services in rendering bank services to customers have significantly enhanced the trend and quality of performance, people and possibilities obtainable in current e-business world (Khraim, Shoubaki and Khraim, 2011; Hemandez and Mazzon, 2006). The development of e-business or e-transact breeds new products, new players as well as new channels of communication in banking industry (Khraim, Shoubaki and Khraim, 2011). As a product of new channel of communication, text messaging otherwise known as Short Message Service (SMS) has become a tool adopted by banks for financial transactions and sustenance of customer retention, customer profitability, customer loyalty as well as competitive advantage in recent times (Khurana & Chaudhary, 2010). The focus of this study is to investigate customers' perception on the use of SMS as a strategic management tool in Nigerian Banking Industry. Short Message Service (SMS) is a worldwide recognized wireless service that enables typing and sending of brief electronic message between two or more mobile phones, fixed or portable devices over a phone network (mBlox, 2010; CTIA, 2010). The word 'SMS' is often used to describe both the channel and the messages sent to recipients (Kasesniemi and Rautianen

Customers play an important role in every business. The main purpose of every business is to satisfy its existing customers and to attract new customers. Satisfaction of customer is so basic that it cannot be considered as a separate function in business. Post-sales service is a service provided after the merchandise or services are provided. Today, post-sales service continues to be an important tool for both consumer and dealers that put supports provision for cus-tomers at the focal-point of establishing rapport between them. This, include training on the use of products, scheduled maintenance, repair and servicing or warranties for replacements in case of damage or defects. Aptly, it strengthens the bond between dealers and customers. Post-sale services are imperative to strategies on consolidating sales and increase profits.
Motorcycle dealers in Santiago City offer services to satisfy their customers in a sustainable competitive advantage. For this reason, the researcher came up with this study to help motor-cycle dealers identify how they should conduct post-sale services to their customers and what will be the best strategy to continually satisfy their customers.
This study employed the descriptive research method, which involves careful selection subjects, the use of instrument, and well planned strategy for gathering and interpreting data. This de-sign includes description, recording analysis and interpretation of conditions that exist in the present study in order to collect information on the customers’ satisfaction on the post-sales service of motorcycle dealers. The respondents of this study were the motorcycle owners who subscribed to the various dealers in Santiago City. Quota sampling was employed and aimed 40 customers in every dealer in the area. This study made use of a self-made questionnaire that underwent a validation process: Expert Pooling, Refinement, Field-test and Final Refinement. Three (3) experts were consulted for initial validation. Their comments and suggestions were incorporated in the instrument for a field test to a group of 30 respondents. Reliability was established using Cronbach’s alpha (α =.939). Eminent researchers and authors claimed that an alpha of .6 indicates an acceptable reliability. Hence, it is a valid and reliable instrument.  Data were collected among the customers of select Motorcycle Dealers in Santiago City, Philippines. Approval was sought from the store managers. Data were tallied, treated and analyzed to give shed on the formulated research problems. The frequency counts, mean values, ranking and ANOVA were used in the study. Data were treated through SPSS.
It was found out that the respondents are generally satisfied on the post-sale services of mo-torcycle dealers in Santiago City. There is no significant difference on the respondents’ satisfaction on the post-sale services of motorcycle dealers when grouped according to owners’ type of use. There is no significant difference on the respondents’ satisfaction on the post-sale services of motorcycle dealers in terms of equipment service, service technician and after-sale services when grouped according to age. However, a significant difference is concluded on the respondents’ satisfaction on the post-sale services of motorcycle dealers in terms of customer support and warranties when grouped according to age.

Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses, where companies need to fight for their survival, rendered evident that building and managing relationships with customers is vital. In the service area the construct of satisfaction is bound to the interaction with the service provider, conferring to the evaluation even greater importance. This paper offers an approach to Customer satisfaction measurement in the banking services by FAHP. Fuzzy AHP is a highly complex methodology and requires more numerical calculations in assessing composite priorities than the traditional AHP and hence it increases the effort.
The findings of the study supported the contention that the Professional knowledge (F1), Waiting time (F3), Service quality and demand (T1), Customer kind (S1), Education (S3) are core criteria in customer satisfaction respectively are the most factors for customer satisfaction. However, customer satisfaction alone cannot achieve the objective of creating a loyal customer base. Some researchers also argued, that customer satisfaction and loyalty are not directly correlated, particularly in competitive business environments because there is a big difference between satisfaction, which is a passive customer condition and loyalty, which is an active or proactive relationship with the organization.

This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis. The study employed a cross-sectional survey design and convenience sampling technique. One hundred (100) bank customers were surveyed through a self-report questionnaire. Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05. The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%). Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions. Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions. The study exhibited that customers used and were glad with e-banking products. Customers' segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services. .

Innovation management In SME’s can be developed in various sectors of company, such as marketing department production department HR department etc... Most of researchers didn’t focus on the customers’ needs and their expectation from service or product before they drop it in the market for selling, this method makes a short way to develop any innovations in the firm quickly and soft cause it related directly with target which are customers’ needs. Moreover this study tries to combine the innovation management in organization and the customers’ satisfactions by developing new idea in organization that help customers to figure out their needs easily.

In this era of intense competition, one of the key challenges are the Primary Agricultural Cooperative Societies in managing the quality service which is a prerequisite for the customer satisfaction. As a result of the improved information communication technology, customers are well informed, discerning and value sensitive. They also have a wide range of choices on the public and private sector banks. To understand the customer's needs the Primary Agricultural Cooperative Societies have to improve their service quality in order to survive in the competitive era. Thus, an attempt is made in the study to identify the service quality of the Primary Agricultural Cooperative Societies in Coimbatore District. The result of the study discloses that the customers give more importance for the tangibility dimension of the service quality followed by the Assurance, Empathy and Responsiveness.

"The research studied the factors that affect consumers’ behavioural intention towards apparel stores. Three different aspects of behavioural intention were examined: consumers’ purchase intention (PI), willingness to pay more (WPAY), and brand recommendation (RECM). Specifically the authors propose a model in which consumer satisfaction with the store brand mediates the effects of attitude towards sales personnel and the convenience of the store’s payment conditions or options on PI, WPAY, and RECM. The relationships hypothesized in the model were tested using two apparel store brands familiar to consumers in the city of Istanbul, Turkey. All findings were in favour of the model proposed for both apparel store brands studied, which were either a sample of men or women.

Keywords: satisfaction, willingness to pay more, purchase intention, recommendation, payment conditions, attitude towards sales personnel."

Today's competitive environment in restaurant sector adds extra barriers to achieve customer loyalty. Customer loyalty is crucial to improve overall performance and build better relationship with potential customers. The existence of high levels of customer satisfaction, customer perceived value and customer relationship management enhance the relationship of customer with the firm which strongly boost up the overall performance of the firm. The focus of this research is to examine the impact of customer satisfaction and customer perceived value on customer loyalty. Additionally, the study will help to analysis the mediating effect of customer relationship management (CRM) in this relationship. The main reason behind this research is to discover significant measures to positively enhance customer loyalty in service sector. Currently, limited

Understanding of motives behind the shopping behaviour of mall shoppers can help the mall managers attract new customers and to retain existing shoppers. Mall loyalty is the key factor of interest for managers because a loyal customer will patronise the mall in future and will spread positive word of mouth about the mall. Mall loyalty is considerably influenced by mall satisfaction and similarity between shoppers’ self-image and mall image (image congruence). The relationships between these variables in Indian context are not elaborated in detail. Therefore, the scales measuring these variables are not well explored for Indian context. In the current study, the reliability of scales measuring all the four types of self-image congruence (actual, ideal, social and ideal social), customer satisfaction and mall loyalty are tested using various methods of item-to-total score correlation criteria. The findings also provide implications and limitations for future work.

Fulfilling Employees Satisfactions turns out to be a lot testing to perform due to insufficient information on credits that impacts administrations in the Organization. They expect to direct this review is to recognize administration-related and individual credits alongside Employees' own variables that impact Employee Satisfaction. The subjective elucidating examination will be directed where an organized poll strategy is followed for the 100 respondents. The overview will be directed by the Google Form and constrained by the Researcher. The report will be introduced after the finish of the report composing as per the prerequisites. The assessed cost is 0 USD and the necessary time is 15 days. The survey of this review is joined in the supplements area.

Segmentation plays a pivotal role in deriving customer service strategies which in turn enhances the customer satisfaction levels. While Data mining techniques help the organizations in understanding the behavioural, demographic patterns, Customer relationship management (CRM) strategies help in acquiring new customers and retaining existing profitable customer. CRM further helps in building customer loyalty thereby helping upselling and cross selling of the products -which are useful for expanding the markets and increasing the profit margins of the entities. In our current study and research paper, we have touched upon these aspects for a small retail shop as a case study and suggested a simple model of segmentation and relevant service strategies. We have also studied the effect of segment specific strategies to know if there is an enhancement of customer satisfaction levels and results shared. We conclude saying that based on the study, there is a clear enhancement of over all customer satisfaction and the relevant strategies help the retail outlet for expanding the scope of business

Background: The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians, and to identify factors associated with satisfaction and priorities for quality improvement.

Material and methods: A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority.

Results: The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I=0.944, P=4.7), laboratory turnaround time (I= 0.932, P= 4.8), and availability of all the tests requested by physicians (I=0.917, P=4.9) were the most important opportunities for quality improvement.

Conclusion: The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians.

Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

In twenty-first century telecommunication, services become a basic requirement for every individual and organization. This industry transforms human life significantly. Telecommunication industry provides ease in human communication. Hence, satisfying customers becomes the paramount concern for every telecom service provider across the world. Despite having an enormous number of researches in customer satisfaction, very few researchers have empirically examined important determinants for customers’ satisfaction emphasizing on telecommunication industry. Hence, this study tries to investigate crucial important factors for customers’ satisfaction focusing on Bangladeshi telecommunication industry. By giving one-month extensive effort, this study managed to obtain 1562 respondents from six different states in Bangladesh. Regression results revealed very interesting findings by falsifying importance of quality in the telecom industry. Results evident that price and brand image is the two top most important factors in the telecom industry to satisfy their customers. This study is one of the few that identify quality is not important for satisfying customers which can provide a new thoughtful idea for telecom managers. 

JEL: L90, L96, O14

""Özet
Bu  çalışmanın amacı,  konaklama işletmelerinde müşterilerle yüz yüze iletişimde bulunan (yiyecekiçecek ve ön büro) işgörenlerin hizmet verme yatkınlığıyla ilgili tüketici algılamalarını test etmek  ve algılanan hizmet verme yatkınlığının müşteri memnuniyeti  üzerindeki etkisini belirlemektir. Araştırmanın evrenini, Konya’da faaliyet gösteren konaklama işletmelerinin müşterileri
oluşturmaktadır.  Ancak, evren geniş olduğundan, araştırmada örnekleme yöntemi olarak tesadüfî
olmayan örnekleme yöntemlerinden amaca göre örnekleme  yöntemi tercih edilmiş ve araştırma
kapsamına Konya’daki dört ve beş yıldızlı otel işletmelerinin (n=8) müşterileri dâhil edilmiştir (n=215).
Araştırmanın yöntemi nicel araştırma yöntemine dayanmaktadır.  Anket  yoluyla elde edilen verileri
test etmek için  merkezi eğilim ölçüleri (frekans ve yüzde dağılımları, aritmetik ortalama, mod ve
standart sapma) ile istatistiksel analiz yöntemleri (korelasyon ve regresyon) kullanılmıştır. Araştırma
sonucunda,  konaklama işletmelerinde,  müşteriler tarafından  algılanan  işgörenlerin  hizmet verme
yatkınlığının müşteri memnuniyetini  önemli ve olumlu etkilediği saptanmıştır. Araştırmada ayrıca, 
müşterilerin önbüro personelini yiyecek-içecek personeline göre  hizmet  vermeye daha yatkın
işgörenler olarak gördükleri ve her iki bölümdeki  işgörenlerin sunduğu  hizmetten eşit  ve yüksek
düzeyde memnun kaldıkları belirlenmiştir.
Anahtar Kelimeler:  Hizmet Verme Yatkınlığı/Tüketici-Hizmet Odaklılık/Hizmet Verme Öneğilimi,
Müşteri Memnuniyeti, Konaklama İşletmeleri
The Effect of the Perceptions of the Employees’ Service Orientatıon on Customer
Satisfaction: The Case of the Lodgıng Industry
Abstract
The purpose of this study to investigate the impact of hotel guests’ perceptions of the  frontline
employees’ service orientation on customer satisfaction. The research population consisted of hotel
customers in Konya. Due to the extensity of population, in this study, purposive sampling metod was
used, and the sample  included only  the guests  (n=215)  of  four-star and  five-star hotels  (n=8)  in
Konya. This research method was based on quantitative research method and frequencies, percents,
means, mods, standard deviations and statistically analyses (correlation and regression) were used
to analysis the data gathered via surveys. Results showed that the hotel frontline employees’ service
orientation  perceived by hotel guests  affected customer satisfaction  significantly and positively. In
addition, guests evaluated that front-office employees were more service-oriented than  the  food &
beverage employees, and satisfied with both groups’ service delivers in equal score.   
Key Words:  Service Orientation/Customer  Orientation/Service  Predisposition,  Customer
Satisfaction, Lodging Businesses"""

In twenty-first century telecommunication, services become a basic requirement for every individual and organization. This industry transforms human life significantly. Telecommunication industry provides ease in human communication. Hence, satisfying customers becomes the paramount concern for every telecom service provider across the world. Despite having an enormous number of researches in customer satisfaction, very few researchers have empirically examined important determinants for customers’ satisfaction emphasizing on telecommunication industry. Hence, this study tries to investigate crucial important factors for customers’ satisfaction focusing on Bangladeshi telecommunication industry. By giving one-month extensive effort, this study managed to obtain 1562 respondents from six different states in Bangladesh. Regression results revealed very interesting findings by falsifying importance of quality in the telecom industry. Results evident that price and brand image is the tw...

In recent times, Ghanaian banking environment has been keenly competitive and therefore requires the banks to be more adept in their strategic approach to meet the growing demands of customers. Effective management of customer relationships is believed to be key in the approach of wining and maintaining customers. The objective of the study is to examine the impact of relationship marketing practices on customer satisfaction in the Ghanaian banking sector. In order to achieve the objective of the study, data was collected using questionnaires from 250 customers of universal banks in Ghana. Reliability test and multiple regression analysis were carried out using Statistical Package for Social Sciences (SPSS). The main findings of the study show that relationship marketing practices have a significant effect on relationship quality and customer satisfaction. The study also reveals that relationship quality has a significant effect on customer satisfaction. The results disclose that tr...

Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction and customer loyalty in UAE hotel industry perspective. Primary data were used to identify the relationship strength between customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the dimensions. This study is significant in the sense that it will allow the understanding of the concept and framework of the customer satisfaction and customer loyalty relationships that takes into account the comparative nature with conventional business. This will also support and enrich theory and model of service quality in UAE’s business environment. Finally, this will generate greater awareness among UAE hotel industry on the importance of service quality and its effectiveness.

Abstak - Tujuan dari penelitian ini untuk melihat kepuasan pelanggan terhadap kualitas pelayanan bagian SCO (Sales Counter Officer), penelitian ini dilakukan dengan cara meminta kesediaan pelanggan untuk mengisi kuisioner kepuasan terhadap pelanggan yang nantinya kuisioner tersebut dimasukan kedalam kotak komen, pengambilan sampel ditujukan hanya sebanyak 100 orang yang akan menjadi sebuah responden serta informasi dalam penelitian kualitatif dan hasil dari tujuan tersebut dapat menunjukan bahwasannya pelayanan yang diberikan SCO (Sales Counter Officer), tersebeut telah memenuhi standar memuaskan secara keseluruhan dan nantiya akan menumbuhkan relasi yang tercipta karena baiknya pelayanan yang telah karyawan SCO (Sales Counter Officer) berikan. Pentingnya mempertahankan kualitas pelayanan juga berpengaruh terhadap keberlangsungan perusahaan CV EXPRESS MENTARI dimasa yang akan mendatang.

Abstract−The purpose of this study is to see customer satisfaction with the service quality of the SCO (Sales Counter Officer) section, this research was conducted by asking customers to be willing to fill customer satisfaction questionnaires which later the questionnaire was entered into the comment box, sampling was aimed at only as many as 100 people who will be a respondent as well as information in qualitative research and the results of these objectives can show that the services provided by the SCO (Sales Counter Officer), have met the overall satisfactory standards and will later foster relationships created by the good service that has been provided by SCO (Sales) employees Counter Officer) give. The importance of maintaining service quality also affects the sustainability of the company EXPRESS MENTARI in the future. 1. PENDAHULUAN Indonesia merupakan salah satu yang gemar melakukan transaksi jual beli online dengan menggunakan berbagai macam jenis e-commerce yang tersedia dari berbagai situs internet, yang nantinya membuat masyarakat dapat berkomunikasi langsung dengan penjual secara jauh baik dari luang lingkup dalam satu kota, luar kota hingga luar provinsi bahkan sampai manca negara, setelah terjadinya transaksi akad berupa pemilihan barang secara sah, barang terebut harus dikirimkan kepada pemesan barang dengan cara mengirim barang pesanan tersebut berdasarkan daerah tujuan dengan menggunakan jasa pengiriman barang[1]. CV Express Mentari merupakan perusahaan jasa pengiriman barang yang berdiri sejak tahun 2009, berdirinya perusahaan tersebut karena melihat maraknya dan berkembang pesatnya e-commerce atau jual beli online yang terjadi sejak tahun 2007 dan sistem jual beli online masih terus berkembang dan menjadi pasar internasional dan membantu dalam peningkatan perekonomian negara, sangat banyak perusahaan pengiriman jasa terkemuka yang memiliki jasa layanan yang sangat menarik dan membuat minat pelanggan untuk tetap setia dan mempercayai pengiriman barangnya terhadap perusahaan-perusahaan pengiriman barang seperti JNE, JNT, TIKI, Lion Parcel, Garuda Express dan banyak lagi sehingga menciptakan daya saing yang begitu kuat, berdiri dan tetap kokohnya perusahaan-perusahaan jasa pengiriman barang tersebut tak lepas dari rasa nyaman dan percaya kepada perusahaan melalui layanan SCO (sales counter officer)[2]. SCO (sales counter officer) merupakan tahapan awal dalam pertemuan awal ketika ingin mengirim barang, SCO (sales counter officer) yang membantu pelanggan dan mengarahkan bagaimana proses pengiriman, berapa biaya pengiriman, berapa lama estimasi hari dalam pengiriman barang dan juga tempat pelanggan untuk bertanya seputar pengiriman dan kendala yang terjadi pada saat proses pengiriman. Menjadi seorang SCO (sales counter officer) memiliki tantangan yang sangat besar yaitu seorang SCO (sales counter officer) harus menghadapi banyak custumer atau pelanggan yang dating dimana setiap pelanggan memiliki karakter dan sifat yang berbeda-beda, temperamental yang berbeda-beda pula, sehingga seorang SCO (sales counter officer) harus bisa menjaga sikap dan pelayanannya dalam menghadapi berbagai jenis permintaan pelanggan tersebut, SCO (sales counter officer) juga merupakan cerminan dari perusahaan itu sendiri. melalui layanan yang diberikan seorang SCO (sales counter officer) dapat digambarkan bagaimana dari perusahaan itu tersendiri, jika layanan SCO (sales counter officer) sudah baik maka kepercayaan yang diberikan oleh pelanggan akan tetap diberikan sepenuhnya kepada perusahaan yang memiliki SCO (sales counter officer) yang baik dalam pelayanannya. CV Express Mentari termasuk perusahaan jasa pengiriman barang yang masih terhitung baru berkembang dan harus mempertahankan citra perusahaannya agar tetap berkembang dan maju, jika citra perusahaan sudah membaik maka dapat meningkatkan minat pelanggan untuk tetap mengirim barang kepada CV Express Mentari. Kepuasan pelanggan merupakan tujuan yang harus dicapai oleh setip perusahaan manapun, pelanggan merupakan sumber berdirinya dan kekuatan untu perusahaan itu tetap maju dan terus berkembang, kepuasan pelanggan dapat kita temui ketika pelanggan tetap dating dan mempercayai perusahaan dalam hal pengurusan barang mereka, kepuasan

Competition makes the recipients of services and products happy and satisfied. Their set of standards and requirements are met which on the other hand will ensure commitment in patronizing institution's services or products. Public and private higher academic institutions of any kind need to become aggressive, innovative, critical and creative in responding to fast-changing world of needs and demands of the 21 st century stakeholders. Constant survey on who, where, when, why and how can sustain one's existence in industry. Findings revealed that most of the recipients of services were senior college students due to their age range, singles, females from Bachelor of Science in Information and Technology course (BSIT) considering that this program has the highest number of enrolees and are studying in the institution for 4 years. They are of utmost satisfaction on the institution's: safety, motivation, teaching, services and policies; services from cashier, guidance, library and registrar, and so with; service providers' courteousness, helpfulness and proper attire. It then implies that such institution can serve as a model to its own clienteles for being able to meet the criteria standards they had established and may attract more individuals to patronize them

Probing the effectiveness of waiting time satisfaction on customer satisfaction is the prime purpose of this study. A survey done on 165 randomly selected customers at fast food restaurants in Bangladesh to perceive the relationship between waiting time satisfaction and customer satisfaction. Our data and findings ratified a positive significant relationship between perceived waiting time, service quality on waiting time satisfaction. It even reaffirmed a positive relationship between waiting time satisfaction and customer satisfaction. But no conventional relationship between waiting environments and customers overall contentment could be figured out.