Customer Service and Pricing Satisfaction Survey

Koufteros, Xenophon; Dröge, Cornelia; Heim, Gregory R.; Massad, Nelson; Vickery, Shawnee K.

doi:10.1037/t45729-000

Cited by 2 publications

(3 citation statements)

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“…In addition, many researchers have assured that customer satisfaction is the mediation variable that might change the customers, whether they will become loyal or not (Bennett and However, when post-purchase performance decreases below than customer's pre-purchase expectation, it will result in a negative disconfirmation that causes the customer feels dissatisfaction (Maria, Miranda, and Breazeale, 2014). Customer satisfaction concept under the process based is reflected to several attribute judgments related to a particular transaction which known as a transaction-specific satisfaction (Koufteros et al 2014;Maria et al 2014). In a transaction-specific satisfaction, customers make an assessment or judgment at a particular time during service encounter or consumption situation (Koufteros et al 2014).…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…Customer satisfaction concept under the process based is reflected to several attribute judgments related to a particular transaction which known as a transaction-specific satisfaction (Koufteros et al 2014;Maria et al 2014). In a transaction-specific satisfaction, customers make an assessment or judgment at a particular time during service encounter or consumption situation (Koufteros et al 2014). Past studies had recommended that cumulative satisfaction concept is more consistent with treatments of customer satisfaction in both economy psychology and welfare economics (Gustafsson, Johnson, and Roos, 2005).…”

Section: Customer Satisfactionmentioning

confidence: 99%

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The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

Othman

Harun

2021

TSSJ

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The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

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Section: Customer Satisfactionmentioning

confidence: 99%

Section: Customer Satisfactionmentioning

confidence: 99%

The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

Othman

Harun

2021

TSSJ

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“…The discriminant validity was tested by comparing the variables with free correlations between the variables and fixed at 1. The chisquared difference between the comparisons of the variables, when greater than 10,870, indicates the discriminant validity among the variables analyzed (Stratman and Roth, 2002;Koufteros, 1999). For reliability, the variables should have a Cronbach's alpha and composite reliability equal to or greater than 0.7 and an AVE equal to or greater than 0.5 (Gudergan, Ringle, Wende, and Will, 2008).…”

Section: Moynihan and Pandeymentioning

confidence: 99%

Effects of Job Involvement, Managerial Attitudes, and Information Sharing on Controllers› Performance in the Budgetary Context

Lunardi

Zonatto

NASCIMENTO

2019

RBGN

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Purpose -This study investigates the intervening effects of job involvement, managerial attitudes, and information sharing in the relationship between the budget participation and managerial performance of controllers of companies operating in Brazil.Design/methodology/approach -Descriptive research was performed through a survey with 318 respondents with budgetary responsibility in companies operating in Brazil. The individuals participating in the study carry out the role of controller, controller manager, or controller coordinator. The theoretical relations investigated in this research were tested using the structural equation modeling technique.Findings -The results showed that budget participation positively influences job involvement, which showed a direct and indirect influence on managerial performance, mediated by managerial attitudes. Job involvement influences controllers' managerial attitudes and their willingness to share information with superiors. However, vertical information sharing does not have a direct influence on managerial performance.Originality/value -The aim is to contribute to the existing knowledge related to this subject, by providing evidence of the effects of controllers' budgetary participation on their job involvement. The expectation is to produce evidence of the direct and indirect effects of involvement in the relationship between budget participation and managerial performance, mediated by managerial attitudes towards the budget and the willingness to share information with superiors.

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Customer Service and Pricing Satisfaction Survey

Cited by 2 publications

References 0 publications

The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

Effects of Job Involvement, Managerial Attitudes, and Information Sharing on Controllers› Performance in the Budgetary Context

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