Full article: Customer satisfaction, loyalty, knowledge and ...
1. Introduction. Customersatisfaction, loyalty, product knowledge and competitive ability are variables which have been researched extensively across the globe. The relationships which tend to be researched the most are customersatisfaction and loyalty (e.g., Fornell, Johnson, Anderson, Cha, & Bryant, 1996; Türkyilmaz & Özkan, 2007 ).
MEASURING CUSTOMER SATISFACTION: A LITERATURE REVIEW
Abstract. Customersatisfaction (CS) has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles ...
An empirical research on customer satisfaction study: a ...
The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer ...
Impact of product quality on customer satisfaction: A ...
[email protected]. ABSTRACT. This research explains a conceptual model that elucidates the factors. that in uence the impact of product quality on customer satisfac-. tion and how this ...
Customer Satisfaction: Articles, Research, & Case Studies on ...
New researchon customersatisfaction from Harvard Business School faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a CEO's time should be spent interacting with customers, and how satisfied employees and customers can drive lifelong profit.
An empirical research on customer satisfaction study: a ...
Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers ...
Customer satisfaction, loyalty behaviors, and firm financial ...
The authors synthesize research on the relationship of customersatisfaction with customer- and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. The results show a positive association of customersatisfaction with customer-level outcomes (retention, WOM, spending, and price) and firm-level outcomes (product ...
Customer experience: a systematic literature review and ...
The existing state of customer experience research was assessed by reviewing 99 articles. Table 2 reveals that the customer experience has been studied in four categories; with most of the articles published in the context of experience with a brand (n = 35), followed by the context of experience with a product/service (n = 28), experience with a website or a specific medium (n = 19), and the ...
Customer Engagement: A Systematic Review and Future Research ...
This is concerning, as a lack of alignment may result in misinterpretations, causing further divergence in future research. This paper thus offers a systematic review of the extant literature on customer engagement dated from 2009-2018, reflecting: (i) leading conceptualisations and manifestations of CE, (ii) customer- and firm-related CE ...
Frontiers | Service Quality and Customer Satisfaction in the ...
Following the previous research, customer’s gender and age were controlled to examine the influence of service quality dimensions on customersatisfaction. Data Analysis and Results For data analysis and hypotheses testing, we employed the structural equation modeling (SEM) based on the partial least squares (PLS) in Smart-PLS.
COMMENTS
1. Introduction. Customer satisfaction, loyalty, product knowledge and competitive ability are variables which have been researched extensively across the globe. The relationships which tend to be researched the most are customer satisfaction and loyalty (e.g., Fornell, Johnson, Anderson, Cha, & Bryant, 1996; Türkyilmaz & Özkan, 2007 ).
Abstract. Customer satisfaction (CS) has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles ...
The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer ...
[email protected]. ABSTRACT. This research explains a conceptual model that elucidates the factors. that in uence the impact of product quality on customer satisfac-. tion and how this ...
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 CEO's time should be spent interacting with customers, and how satisfied employees and customers can drive lifelong profit.
Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers ...
The authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. The results show a positive association of customer satisfaction with customer-level outcomes (retention, WOM, spending, and price) and firm-level outcomes (product ...
The existing state of customer experience research was assessed by reviewing 99 articles. Table 2 reveals that the customer experience has been studied in four categories; with most of the articles published in the context of experience with a brand (n = 35), followed by the context of experience with a product/service (n = 28), experience with a website or a specific medium (n = 19), and the ...
This is concerning, as a lack of alignment may result in misinterpretations, causing further divergence in future research. This paper thus offers a systematic review of the extant literature on customer engagement dated from 2009-2018, reflecting: (i) leading conceptualisations and manifestations of CE, (ii) customer- and firm-related CE ...
Following the previous research, customer’s gender and age were controlled to examine the influence of service quality dimensions on customer satisfaction. Data Analysis and Results For data analysis and hypotheses testing, we employed the structural equation modeling (SEM) based on the partial least squares (PLS) in Smart-PLS.