Customer Satisfaction with Less than Container Load Cargo Services in HoChiMinh City, Vietnam

Giao, Hà Nam Khánh; Thy, Nguyen Thi Anh; Vương, Bùi Nhất; Tu, Tran Ngoc; Vinh, Pham Quang; Lien, Le Thi Phuong

doi:10.13106/jafeb.2020.vol7.no8.333

Cited by 6 publications

(6 citation statements)

References 34 publications

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“…Surveys have shown that service recovery leads to customer loyalty (Khoa, 2020;Giao et al, 2020;Nguyen et al, 2020;Alam & Noor, 2020;Cheng et al, 2019). As previously mentioned, service recovery involves a service providers ac-tions to resolve problems caused by a failure (Sheth et al, 2000), and effective service recovery results in complainant satisfaction (Gandhi et al, 2019).…”

Section: Service Recovery Firm Responses Service Quality and Customer...mentioning

confidence: 98%

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Komunda,

Osarenkhoe

2023

JSSM

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This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms' responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study's cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.

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Section: Service Recovery Firm Responses Service Quality and Customer...mentioning

confidence: 98%

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Komunda,

Osarenkhoe

2023

JSSM

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“…Based on the context of the study, the measures of customer retention will be based on customer satisfaction and loyalty. Customer Satisfaction: Satisfaction is the feeling of pleasure or disappointment of customers which occur from comparing performance expectations with actual performance, meaning that if the performance is below customer's expectations, such customer will be dissatisfied (Giao, Thy, Vuong, Tu, Vinh & Lien, 2020;To, Do, Bui & Pham, 2020;Schirmer, Ringle, Gudergan & Feistel,2018). Customer satisfaction is perceived as customers' evaluation of services after acquiring and utilsing them.…”

Section: Customer Retention Measuresmentioning

confidence: 99%

Service Recovery and Customer Retention among Banks in Ekiti State: Central Bank of Nigeria Cash Swap Policy Experience

Taiwo,

Peter. O,

Aduragbemi A

2023

IJEBMR

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The study identified service recovery and the level of retention among bank customers in Ekiti State, Nigeria. The study embraced a descriptive survey research. Customers of eight banks like Access Bank, First Bank, Zenith Bank, GTco, Eco Bank, Wema Bank, Heritage Bank and UBA constituted the study population. Two hundred and forty (240) sample size through simple random sampling was employed. Primary data through administration of structured questionnaire to customers of the aforementioned eight banks in Ekiti State was used. The data retrieved were analysed using linear regression. The study found a significant effect of service recovery on customer retention (beta = 930, t= 12.397, P= 0.000 < 0.05) at 0.05 level of significance. In conclusion, service recovery significantly affects customer retention among banks in Ekiti State. The study recommended that bank management or managers should put up a retention strategy through service recovery that will help retain customers and preventing them from switching to other banks.

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“…Satisfaction is a person's sensation of pleasure or disappointment that emerges from comparing product performance expectations with actual performance, implying that if the execution falls short of expectations, the consumer will be dissatisfied. (Giao et. al., 2020).…”

Section: Customer Satisfaction and Customer Loyaltymentioning

confidence: 99%

Impact of Trust, Service Quality, Satisfaction on Loyalty: Mediating Role of Image for The Relationship between Satisfaction and Loyalty in The Indian Hotel Industry

Vikash¹,

Kaushik²,

Goel³

2022

Gurukul Business Review

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Purpose: Failure is inevitable, and the hospitality business faces it more as the number of tourists continues to rise worldwide. The study aims to examine the impact of trust, satisfaction, and service quality on customer loyalty. In addition, this study endeavors to understand the mediating role of hotel image between customer satisfaction and loyalty. Design/approach/Methodology : A structured questionnaire was distributed among 700 hotel customers who had the experience of staying in three, four, or five-star hotels. The PLS-SEM technique was used for data analysis and to study the relationship between constructs. Findings: The study found the significant and positive influence of trust, satisfaction, and service quality on customer loyalty. The partial mediation effect of hotel image between satisfaction and loyalty was also established. Practical implications :The hotel plays a crucial role in the tourism industry. Based on the previous studies, hotels should take appropriate action to improve customer satisfaction and customer loyalty. With continuous substantial annual changes in the tourist industry, hotels need to reevaluate their business tactics to maintain customer loyalty. Hence, hotels should provide better services to dissatisfied customers. Originality: Because of the tough competition in the service industry, organizations focus more on service quality to secure long-term profitability. Organizations should continuously evaluate the business strategies to improve customer satisfaction and customer loyalty.

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Customer Satisfaction with Less than Container Load Cargo Services in HoChiMinh City, Vietnam

Cited by 6 publications

References 34 publications

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Service Recovery and Customer Retention among Banks in Ekiti State: Central Bank of Nigeria Cash Swap Policy Experience

Impact of Trust, Service Quality, Satisfaction on Loyalty: Mediating Role of Image for The Relationship between Satisfaction and Loyalty in The Indian Hotel Industry

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