Application of customer satisfaction study to derive customer knowledge

Hsu, Sheng-Hsun; Chen, Wun-Hwa; Hsueh, Jung-Tang

doi:10.1080/14783360500528197

Cited by 52 publications

(35 citation statements)

References 35 publications

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“…Variabel kepuasan pelanggan diukur melalui variabel observasi (indikator), yaitu: (1) Mengetahui pendapat pelanggan mengenai apakah pelanggan merasa puas terhadap pengalaman yang diberikan perusahaan (Bigne et al, 2006); (2) Mengetahui pendapat pelanggan mengenai apakah hasil yang diterima sesuai dengan harapannya (Hsu et al, 2006); (3) Mengetahui pendapat pelanggan mengenai apakah pelanggan merasakan kepuasan menyeluruh terhadap kinerja perusahaan (Yu et al, 2005). Hasil penelitian menunjukkan bahwa nilai bagi nasabah berpengaruh positif dan signifikan terhadap kepuasan nasabah.…”

Section: Pengukuran Kepuasan Pelangganunclassified

Pengaruh Brand Equity Dan Customer Value Terhadap Customer Satisfaction Rumah Sakit

Sujani¹,

Harjoko²

2017

EKUITAS

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Section: Pengukuran Kepuasan Pelangganunclassified

Pengaruh Brand Equity Dan Customer Value Terhadap Customer Satisfaction Rumah Sakit

Sujani¹,

Harjoko²

2017

EKUITAS

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“…Odnos između zadovoljstva i lojalnosti klijenta proučavan je u mnogim istraživanjima. Pozitivna i značajna veza između ova dva koncepta potvrđena je u različitim uslužnim djelatnostima: banke (Caruana, 2002;Hsu et al, 2006), pružatelji usluga interneta (Chiou, 2004;Wu i Ding, 2007), kupovina preko interneta (Lee i Lin, 2005), osiguravajuća društva (Tsoukatos i Rand, 2006) Prema tim rezultatima, ako su klijenti zadovoljni s proizvodom ili uslugom, veća je vjerojatnost da će i dalje kupovati i koristiti taj proizvod ili uslugu te pozitivno govoriti o tome. Nadalje, domaći su autori povezanost zadovoljstva i lojalnost klijenta u okviru djelatnosti trgovine istraživali na primjeru kupaca u supermarketu (Anić i Radas, 2006) i na primjeru kupaca drvnog centra (Sinčić Ćorić i Vorkapić, 2008).…”

Section: Teorijska Osnova Istraživanjaunclassified

Mjerenje zadovoljstva i lojalnosti klijenta uslugama na kioscima

Jankovic

Lanča

2017

oec

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Sažetak: Svrha istraživanja bila je mjerenje zadovoljstva klijenta i lojalnosti klijenta uslugama na kioscima te istražiti povezanost promatranih koncepata. Istraživanje je provedeno na primjeru kioska u gradu Rijeci. Podatci su prikupljani anketnim upitnikom koji je oblikovan na temelju istraživanja koje su proveli Radman et al. (2002), Sinčić Ćorić i Vorkapić (2008), Perić et al. (2010), te je prilagođen potrebama ovog istraživanja. Sastoji se od tri dijela. Prvi dio upitnika sadrži pitanja s kojima se mjeri zadovoljstvo klijenta uslugom na kiosku. Drugi dio upitnika odnosi se na ocjenjivanje lojalnosti klijenta. U trećem su dijelu upitnika obuhvaćena pitanja o demografskim karakteristikama ispitanika, te o navikama kupovanja na kioscima. Prikupljeno je 129 ispravno ispunjenih anketnih upitnika. U analizi prikupljenih podataka korištene su metode deskriptivne statističke analize i regresijske analize. Rezultati pokazuju visok stupanj zadovoljstva klijenta uslugama na kioscima i osrednji stupanj lojalnosti klijenta. Nadalje, postoji statistički značajna veza između zadovoljstva klijenta pojedinom uslugom i ukupnog zadovoljstva klijenta. Najveći značajan utjecaj na ukupno zadovoljstvo imaju ljubaznost osoblja, kvaliteta proizvoda i cijena proizvoda. Također, postoji značajna povezanost između ukupnog zadovoljstva i lojalnosti klijenata. Rezultati ovog istraživanja mogu koristiti teoretičarima i praktičarima u boljem poznavanju i razumijevanju stavova i navika korisnika usluga na kioscima, a s ciljem poboljšanja razine zadovoljstva i lojalnosti klijenta u ovom segmentu maloprodaje.Ključne riječi: zadovoljstvo klijenta, lojalnost klijenta, mjerenje, kiosk, statistička analiza. Abstract:The purpose of this study was to measure customer satisfaction and customer loyalty with news stand services, and to examine the relationship between the concepts of interest. The research was conducted on news stands in the city of Rijeka. Data were gathered using questionnaire. The questionnaire was created based on the studies conducted by Radman et al. (2002), Sinčić Ćorić, Vorkapić (2008 and Perić et al. (2010) and was adopted to the specific features of the present study. It consists of three parts. In first part customer satisfaction with news stand services was measured. Second par included variables for assessing customer loyalty. Third part consisted of respondents' demographic characteristics and buying habits in news stand. A total of 129 valid questionnaires were

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“…Eklöfa and Westlund (2002) presented a comprehensive study on pan-European customer satisfaction index work and the way. Hsu et al (2006) presented a research in customer satisfaction by demonstrating how a customer satisfaction could help some important questions such as why customers are satisfied or they are not satisfied, whether a particular firm handles complaint properly or not. They performed an empirical survey using 532 customers served by a commercial banking organization on Taiwan.…”

Section: Introductionmentioning

confidence: 99%

Effective factors on mobile phone customer satisfaction

Mohafez¹,

Mirabi²,

Bahram³

2012

MSL

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Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

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Application of customer satisfaction study to derive customer knowledge

Cited by 52 publications

References 35 publications

Pengaruh Brand Equity Dan Customer Value Terhadap Customer Satisfaction Rumah Sakit

Pengaruh Brand Equity Dan Customer Value Terhadap Customer Satisfaction Rumah Sakit

Mjerenje zadovoljstva i lojalnosti klijenta uslugama na kioscima

Effective factors on mobile phone customer satisfaction

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