Customer satisfaction: contrasting academic and consumers’ interpretations

Parker, Cathy; Mathews, Brian P.

doi:10.1108/02634500110363790

Cited by 152 publications

(90 citation statements)

References 32 publications

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“…The most common interpretation reflects the idea that satisfaction is a feeling that the result of the process of evaluating what is admissible against the expected, and/or purchasing decision itself or the fulfillment of needs/desires (Parker & Mathews, 2001). Engel, Blackwell & Miniard (1995) stated that customer satisfaction as a full-time evaluation buy against the selected alternative that provides the same results or the surpass customer expectations.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Misbach¹,

Surachman²,

Hadiwidjojo³

et al. 2013

IJBM

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Main theme that is always to be a hot topic for the management of Islamic banking is how to find an appropriate way to expand its market Islamic banking. Current market contribution of Islamic banking is only around 2% of the total national banking and only 1.6% of Muslims in Indonesia who use Islamic banks for their transactions and investment. It showed that customers have low interest on Islamic bank. Objectives of this research were to analyze the influence of service quality of Islamic bank on customer satisfaction and trust. Survey on 130 respondents in the city of Makassar, Indonesia was conducted to collect information to explore the relationship between customer perception of the service quality of Islamic bank, satisfaction and trust. Accidental sampling was used to select the respondents with criteria of not an employee of the bank, have transaction of more than once per month and use more than one product and service of the Islamic banking. The Structural Equation Model (SEM) is used to analyze the direct and indirect relationship between Islamic bank service quality, satisfaction and trust. The findings of this research were that service quality of Islamic bank had significantly of influence on customers' satisfaction and then on their trust. Responsiveness of Islamic bank service was as the strongest attraction for customers to the Islamic bank. On the other hand, compliance was as the weakest attraction to the Islamic bank. Customers' satisfaction played an important role to support service quality of Islamic bank in influencing trust.

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Section: Customer Satisfactionmentioning

confidence: 99%

Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Misbach¹,

Surachman²,

Hadiwidjojo³

et al. 2013

IJBM

View full text Add to dashboard Cite

show abstract

“…In other words, we can measure the level of satisfaction by assessing difference between the actual and expected performance of products in order to see whether the customers' needs are meet or not? [5] This issue is true with buildings. Buildings should be designed and constructed with expectations by customers.…”

Section: Literature Reviewmentioning

confidence: 99%

Evaluating the Satisfaction Rate in Affordable Housing Case Study: Ardabil Mehr Housing in Ardabil Province of Iran

Azemati¹,

Pourbagher²,

Rostami³

2017

J Archit Eng Tech

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Journal of Architectural Engineering Technology AbstractProviding appropriate housing for the people is one of the responsibilities of the governments such as Islamic republic of Iran government. In recent years the government decided to implement the mass housing for low-income households, that this project was called "Mehr housing". The aim of current research was evaluation the satisfaction rate of Mehr housing residents in Ardabil city, northwest of Iran. Heads of 120 household residents of Ardabil Mehr housing were selected randomly and asked some questions about characteristics of households and level and general aspects of satisfaction according Van Poll's model and social factors. Residents were generally dissatisfied with the most of surveyed indicators such as cultural status, housing cooperatives function, Maskan bank function, accessing to city center, lacking facilities out of unit, lacking area for vehicle parking and costs issue. Majority of the households stated that their housing problem has not been resolved by the Mehr housing. In contrast, good quality of internal conditions, security of complex building open space and social participating of residents were reported as the main advantages of the sites.

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“…Satisfaction as a process of evaluation between what was received and what was expected is the most widely adopted description of customer/user satisfaction in current literature (Parker & Mathews, 2001). Customer/user satisfaction in the property industry offers several benefits.…”

Section: Component 2: Satisfaction Health and Environmental Safetymentioning

confidence: 99%

Determining Critical Project Success Criteria for Public Housing Building Projects (PHBPS) in Ghana

Adinyira¹,

Botchway²,

Kwofie³

2012

EMR

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Successive Public Housing Building Project (PHBP) attempts have been unsuccessful due to a number of reasons. Among these is the lack of clearly defined success criteria which guides and measures PHBP success from inception to closure. The adoption and application of project management practice and project success criteria is to deliver projects successfully, attain enhanced output, develop framework to help track key project results and to enable the appropriate allocation of resources. This paper aimed to establish critical success criteria for PHBPs in Ghana. A questionnaire survey was employed to elicit the views of experienced professionals on 13 project success criteria identified from literature. Mean score analysis and factor analysis were conducted on the data collected. The results showed that PHBP practitioners perceive 'cost of individual houses' and 'extensive use of local materials' as the most critical success criteria with 'risk containment' emerging as the least critical criteria. It also revealed the following as the major underlysing factors for critical project success criteria for public housing projects in Ghana;'Time, Cost and Quality Management', 'Satisfaction, Health and Environmental Safety', 'User Affordability and Design Consideration' and 'Cost of Individual Units and Technology'. These two findings are essential for developing a framework which will enable project managers involved in PHBPs in Ghana to channel appropriate efforts and behaviours towards ensuring the attainment of success on their projects.

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Customer satisfaction: contrasting academic and consumers’ interpretations

Cited by 152 publications

References 32 publications

Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Evaluating the Satisfaction Rate in Affordable Housing Case Study: Ardabil Mehr Housing in Ardabil Province of Iran

Determining Critical Project Success Criteria for Public Housing Building Projects (PHBPS) in Ghana

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