how offshore outsourcing affects customer satisfaction—and a company s stock

Relationship between customer satisfaction and service quality a study of three service sectors

... international money transactions and the transactions are always made among a customer Responsiveness from SERVQUAL was also viewed as ´shop assistance´ for ICA Ålidhem Centrum, that is; the ... the satisfied and dissatisfied customers and also among the sample characteristics as seen in (Appendix ) 38 4.1.3: Variables and Sample characteristics for Umeå University The variables, customer ... both satisfied and dissatisfied customers; America had the lowest figure in both satisfied and dissatisfied students Africa had a figure slightly higher than Asia for satisfied students and they...

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Customer satisfaction and loyalty after service failure and recovery a study in restaurant industry in ho chi minh city of vietnam

Danh mục: Tổng hợp

... encounters, justices evaluation, customer satisfaction and loyalty The summary on measurement scales is presented as in below table: Table 3-1: summary of measurement scales Constructs Measurement scale ... research Exploratory Factor Analysis was applied to refine measurement scale and reduce factors Research model and hypotheses were tested using regression analysis The result of data analysis ... Convenient sampling method was used to collect data by means of a survey SPSS software version 20 was used to analyse collected data set The measurement scales were adopted and adjusted from previous...

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Effects of negative and positive switching barriers to customer satisfaction and customer retention a study of mobile service users in vietnam

Danh mục: Ngân hàng - Tín dụng

... Although according to most scholars who view satisfaction as a process, the nature of satisfaction process remains unclear While some authors maintain that satisfaction is a cognitive assessment ... balanced score card approach The Swedish Customer Satisfaction Barometer (SCSB) was the first national customer satisfaction index that was developed and applied for customer satisfaction and evaluation ... hypothesizes causal relationships among variables and tests the causal models with a linear equation system Causal models can involve either manifest variables, latent variables, or both; • Confirmatory...

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DSpace at VNU: Assessing Customer Satisfaction and Service Quality A Vietnamese Context

Danh mục: Tài liệu khác

... ASSUARANCE, RESPONSIVENESS, and IMAGE) for 369 participants we calculated Then, it was necessary to test whether the data satisfies assumptions for regression analysis Table 5: Regression analysis ... factor analysis Exploratory factor analysis is a powerful statistical technique which is used for data reduction and summarization The sampling adequacy of factor analysis is based on the Kaiser-Meyer-Olkin ... Source: Author s calculation b Exploratory factor analysis for customer satisfaction scale Customer satisfaction scale includes two items In KMO and Bartlett 's Test, the KMO value measuring the sampling...

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Tài liệu Measuring Customer Satisfaction and Perceptions doc

Danh mục: Kỹ năng bán hàng

... conclusions Page 22 smi Software Metrics, Inc Analysis Example -2 Availability Response Time Response Scale Response Scale 7 Response Scale Overall Satisfaction 6 Frequency 1 Response Scale Improvements ... these characteristics, how satisfied are you with the Advance Targeting System application Again, please use the sevenpoint scale where means you are totally and completely dissatisfied and and ... Metrics, Inc Analysis Example -3 Vulnerability analysis: treating the responses as an ordinal scale, you can look for risks to accomplishing the mission Overall Satisfaction “Happy” Quadrant Lower...

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Tài liệu Measuring Customer Satisfaction and Perceptions docx

Danh mục: Kỹ năng bán hàng

... conclusions Page 22 smi Software Metrics, Inc Analysis Example -2 Availability Response Time Response Scale Response Scale 7 Response Scale Overall Satisfaction 6 Frequency 1 Response Scale Improvements ... these characteristics, how satisfied are you with the Advance Targeting System application Again, please use the sevenpoint scale where means you are totally and completely dissatisfied and and ... Metrics, Inc Analysis Example -3 Vulnerability analysis: treating the responses as an ordinal scale, you can look for risks to accomplishing the mission Overall Satisfaction “Happy” Quadrant Lower...

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Tài liệu An overview of customer satisfaction and loyalty doc

Danh mục: Quản trị kinh doanh

... is customer satisfaction and loyalty research important? Customer satisfaction and loyalty research allows your customers to communicate with you directly about their needs, assuring you that ... attributes are related to customers’ overall satisfaction • Key Driver Analysis – This method quantifies the relationship between 1) the key drivers and satisfaction and 2) satisfaction and a ... customer satisfaction? A well designed customer satisfaction approach can eliminate much of the guesswork regarding how customer satisfaction directly affects business outcomes It can provide...

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mar ngân hàng - bank service quality, customer satisfaction and loyalty in ethiopian banking sector

Danh mục: Chuyên ngành kinh tế

... customer satisfaction levels were significant Table indicates empathy, responsiveness and assurance dimension of service quality have a significant 006 J Bus Admin Manage Sci Res Table Regression ... and customer satisfaction Variables Tangibility Reliability Responsiveness Assurance Empathy Customer satisfaction 0.798 0.642 0.818 0.796 0.886 Tangibility Reliability Responsiveness Assurance ... its implication on customer satisfaction and loyalty Customer satisfaction and loyalty MATERIALS AND METHODS Both the service management and the marketing literatures suggest that there is a strong...

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b2b customer satisfaction surveys a practical guide to make them work

Danh mục: Quản trị kinh doanh

... Satisfied Customer contributes 2.6 times as much revenue to a company as a Somewhat Satisfied Customer A Totally Satisfied Customer contributes 14 times as much revenue as a Somewhat Dissatisfied Customer ... half times what a Somewhat Satisfied customer spends, and fourteen times what a Somewhat Dissatisfied customer spends Looking at results in any other way is simply delusional Use a Categorical ... highlights that you can have twice as many satisfied customers as dissatisfied customers and still be losing ground What it all means in terms of revenue is simple Maximizing business performance means...

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The relationship between service quality customer satisfaction and customer loyalty in cleaning serviec industry

Danh mục: Kinh tế

... RES7 RES8 RES9 RES10 RES11 RES12 EPM13 EPM14 ASS15 ASS16 ASS17 ASS18 ASS19 ASS20 ASS21 ASS22 ASS23 TAG24 TAG25 TAG26 TAG27 TAG28 TAG29 TAG30 TAG31 TAG32 TAG33 CQ34 CQ35 CQ36 3.2.3 Items to measure ... Readiness to respond to customers' requests Assurance ASS1 Employees who instill confidence in customers ASS2 Making customers feel safe in their transaction ASS3 Employees who are consistently ... complaints 32 Empathy : having the customer s interest at heat, ability to be approachable and also service aspect that stresses the treatment of customers individuals Assurance: ability, skill, attitude...

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Customer satisfaction and service loyalty in life insurance

Danh mục: Tổng hợp

... consumer s sense that consumption provides outcomes against a standard of pleasure versus displeasure Customer satisfaction was measured in two ways The first measure consists of responses to a ... variables were established: Customer satisfaction and service loyalty In the regression equations and 4, customer satisfaction was considered as a predictor to service loyalty Responses for all ... who have had a life insurance policy with an insurance company in Vietnam Data gathered were treated using statistical software program namely Statistical Package for Social Science (SPSS version16)...

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Customer satisfaction and service quality in the banking industry (agribank) in ho chi minh city

Danh mục: Tổng hợp

... data validity (Meyer and Wester- barkey, 1996) 26 Most researchers assume that customer satisfaction is one-dimensional That is, satisfaction and dissatisfaction are two poles on the same scale ... general evaluation as opposed to satisfaction which is a transaction specific assessment Based on these grounds Parasuraman et al (1988) proposed that the instances of satisfaction over a time ... efforts to improve the business In addition to the classification of customer satisfaction, Bernd Stauss and Patricia Neuhaus confirm the customer satisfaction has a great impact on customer behavior...

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Factors affecting customer satisfaction and behavioral intention in the fast food industry in vietnam

Danh mục: Ngân hàng - Tín dụng

... From SEM model, the author chose view, analysis properties, and bootstrap with 500 bootstrap samples The result as follow: Table 11: boostrap result Parameter SAS SAS SAS SAS BI SE SESE Mean Bias ... model and questionnaire based on previous researches Secondly, the author collects data by some ways Thirdly, the researcher uses Cronbatch s alpha to test scales availability and factors analysis ... TAN4 ASS1 ASS2 ASS3 ASS4 HV1 HV2 HV3 UV1 UV2 UV3 < < < < < < < < < < < - Tangibles Assurance Assurance Assurance Assurance Hedonic_Value Hedonic_Value Hedonic_Value Utilitarian Value Utilitarian...

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Improving service qulity, customer satisfaction and loyalty solutions to the case of HD bank vung tau branch

Danh mục: Ngân hàng - Tín dụng

... procedures After that, interviewers also asked about how customers felt about the HD bank services The exactly reason that made farmers dissatisfy Because of satisfaction has effect on customers’ loyalty ... real estate Australian banks need to resist the downward trend of revenues and profits Australia 's banking system has used many kinds of alternative distribution channels services, such as ATM, ... using HD bank services in Vung Tau city This also indicates that farmers satisfied with HD bank Vung Tau loan services such as interest rate, transaction costs However, farmers are not satisfied...

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The impact of loyalty programs service quality and store reputation on customer satisfaction and loyalty

Danh mục: Ngân hàng - Tín dụng

... elements of customer satisfaction can be measured by: Table 3.2: Measurement Scales for customer satisfaction Program satisfaction Dissatisfied 12345 Satisfied Unpleasant Pleasant Unfavorable 45 Favorable ... requirement of minimum sample size: 76 observations 3.4 Data analysis method The SPSS (Statistical Package for Social Science) software version 16.0 was used in this study to analyze the data collected ... Table 3.1: Measurement Scales from previous research basements 24 Table 3.2: Measurement Scales for customer satisfaction .25 Table 3.3: Measurement of the variables of customer satisfaction...

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The valuation of customer satisfaction and service quality in online purchasing in cambodia luận văn thạc sĩ

Danh mục: Quản trị kinh doanh

... components of the scale as follows: • The first factor (Assurance) included observed variables: Assign as ASS ASS1: An email address for queries and complaints is provided ASS2: Full product or service ... table: Page 29 Table 10Table 4.9: EFA analysis Result of factors affecting Customer Satisfaction Table 4.9: EFA analysis Result of factors affecting Customer Satisfaction Component ASS1 750 ASS3 ... component of this measure is used in subsequent analysis of EFA Page 28 Ta4.8: Cronbach’sApha of scale factor: Satisfaction Table 4.8:Cronbach’sApha of scale factor: Satisfaction Scale Mean if Item...

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The impact of service quality, customer satisfaction and loyalty programs

Danh mục: Ngân hàng - Tín dụng

... assurance and tangibles have the most and the least relation with satisfaction and loyalty (Mosahab et al., 2010) 2.2 Customer Satisfaction Customer satisfaction means that a customer or the user ... is customer s loyalty Analysis shows that mean value of service quality, customer satisfaction and loyalty programs is 3.4707, 3.4874 and 2.5740 respectively which shows that customers are slightly ... 1997) Impact of satisfaction on loyalty is researched in broad terms Many findings show that if satisfaction is there than customers are loyal and if customers are dissatisfied their loyalty is not...

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How to Use Online Video for Marketing: A Beginner’s Guide pptx

Danh mục: Tiếp thị - Bán hàng

... to see hand motion and interaction Close Up: This shot shows detail of a character s face, and focuses on a character s expression This would be a good shot to use if a character is feeling an ... the shot maintain the same left/right relationship If the camera passes this line, it appears awkward to the viewer and makes your characters appear to “switch places.” Record Quality Audio Having ... on earth am I going to explain the value of this to my boss? If you answer these questions, video can be a major asset to your business Appealing to both audio and visual senses, video is powerful,...

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Customer satisfaction assessment on Vietnambank''s card service quality = đánh giá độ thỏa mãn của khách hàng đối với dịch vụ thẻ của Vietinbank

Danh mục: Quản trị kinh doanh

... of assessing customer satisfaction, Kano model is for requirements classification rather than customer assessment The model has some shortages such as focusing on qualitative rather than quantitative, ... research result The thesis is also a reference material guiding for other banks in assessing customer satisfaction Research result The research result suggests the most suitable model to assess ... am totally satisfied I am satisfied I am neutral (it s normally that way) I am dissatisfied I am totally dissatisfied Basic attributes often receive “neutral” response for question and “dissatisfied”...

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Customer satisfaction for co opmart’s customer service in ho chi minh

Danh mục: Biểu mẫu

... has fast and error-free transactions (relating to returns, billing etc) d CCS has employees available when customers want them to serve Physical design of customer service counter a CCS has modern-looking ... exchanges b When customers have a problem, CCS shows a sincere interest in solving it c Solving customer s problems of CCS are very quick and comfortable d Employees of CCS are able to handle customer s ... customer s complaints directly and immediately Customer relationship policy a It is easy to returns goods in case of default goods, clothes for different size, etc) b Sales information always is delivered...

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how offshore outsourcing affects customer satisfaction—and a company s stock price