Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Anderson, Eugene W.; Fornell, Claes; Lehmann, Donald R.

doi:10.2307/1252310

Cited by 2,661 publications

(1,066 citation statements)

References 59 publications

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“…To achieve a high level of customer satisfaction, most researchers suggest that a high level of service quality should be delivered by the service provider as service quality is normally considered an antecedent of customer satisfaction (Cronin, Brady, & Hult, 2000; Anderson et al, 1994;Cronin & Taylor, 1992). Service quality and customer satisfaction became core issues for the successful survival of any service organization.…”

Section: 1 Service Quality and Customer Satisfactionmentioning

confidence: 99%

Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

Adeola

Adebiyi

2014

ILSHS

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The success of airlines depends majorly on the ability to identify customers' wants and needs, and factor it in the quality service that would meet customers' satisfaction. Thus, there is need for continuous research so as to assist all the players survive in the changing business environment.This paper examines service quality, perceived value and customer satisfaction as the determinant of choice of airline by air travellers in Nigeria. Survey method was employed using primary data obtained through the use of questionnaires. 220 questionnaires were administered by the researcher through purposive sampling to air travellers at MM2 in Lagos which 200 were returned and properly filled. The questionnaires were analysed using descriptive statistics, correlation and regression with the support of SPSS 17. The study revealed that the income/social status, poor states of roads as well as the insecurity accounts for the sudden rise in air transport travellers and that service quality, perceive value influences their satisfaction level on the choice of airline. Therefore, airline companies in Nigeria should increase the quality of service since many users of the air transport requires it and make sure passengers fare paid should commensurate the service delivered so as to enhance travellers patronage.

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Section: 1 Service Quality and Customer Satisfactionmentioning

confidence: 99%

Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

Adeola

Adebiyi

2014

ILSHS

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“…The former measures satisfaction in terms of a function of pre-purchase expectations and post-purchase perceived performance of the respective product/service [29], [28]. On the contrary, the latter measures satisfaction as an overall evaluation based on total purchase and consumption experience with the respective product/service [30], [31]. In this context, user satisfaction refers to an overall evaluation of biometrics system used at the immigration checkpoint.…”

Section: A Expectancy Disconfirmation Theorymentioning

confidence: 99%

Tourists’ Satisfaction on the Use of Biometrics Technology: A Conceptual Framework

Neo¹,

Devinaga²,

Tong³

et al. 2015

JOEBM

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Abstract-Biometrics fingerprint recognition technology has been installed in Malaysia's Immigration to tackle the problem of immigrants' influx and overstayers, and to increase the total security of border control. This mandatory system is used by all inbound tourists travelling to Malaysia. Since there is no alternative to the biometrics fingerprint system, it raises the importance to assess what affect tourists' satisfaction in using the biometrics fingerprint system. In this paper, a conceptual framework of tourists' satisfaction based on Expectancy Disconfirmation Theory is proposed. Seven variables used to assess tourists' perception are categorized as performance expectancy, effort expectancy, facilitating conditions, physical privacy, accuracy, information privacy and contamination fear. The first five refer to performance expectations which tourists could anticipated before the actual use of the biometrics fingerprint system. As a result, these expectations will be either positive disconfirmed (experience exceeds expectations), negative disconfirmed (experience falls short of its expectations) or reached the congruency level (expectations are confirmed). Mixed-method approach will be used for data collection from a sample of 500 target participants. Consequently, data analysis will be conducted to summarize and interpret the relationship between the variables. It is expected that the research findings will provide useful insights for policy makers, government, and industries.

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“…O aspecto transacional é a percepção do desempenho do cliente em relação à troca mais recente (OLIVER, 1993). Outros autores, como Anderson, Fornell e Lehmann (1994), afirmam que a satisfação deve ser avaliada por um julgamento da experiência acumulada referente a um relacionamento de Quadro 1. Definição das dimensões do construto serviço logístico investigadas nesta pesquisa.…”

Section: Satisfaçãounclassified

Adaptação cultural e validação dos construtos: serviço logístico, satisfação e lealdade

Sampaio

2013

Gest. Prod.

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Resumo: Este estudo apresenta o processo de adaptação cultural dos construtos serviço logístico, satisfação e lealdade à língua portuguesa. A adaptação cultural inclui as fases: tradução, retrotradução, revisão por comitê, pré-teste e análise de confiabilidade e validade. Os resultados mostram que há evidências de que as medidas utilizadas são confiáveis, porém foi necessário excluir 11 itens da relação de 35 itens teóricos identificados na literatura. Também há evidências de que as medidas são válidas como instrumentos de pesquisa em português pelos métodos de: análise de conteúdo; validade convergente; validade discriminante; análise fatorial exploratória; e análise fatorial confirmatória. Palavras-chave:Confiabilidade. Estatística multivariada. Metodologia de pesquisa.Adaptação cultural e validação dos construtos: serviço logístico, satisfação e lealdade

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Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Cited by 2,661 publications

References 59 publications

Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

Tourists’ Satisfaction on the Use of Biometrics Technology: A Conceptual Framework

Adaptação cultural e validação dos construtos: serviço logístico, satisfação e lealdade

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