Service Satisfiers and Dissatisfiers among Malaysian Consumers

Kueh, Karen

doi:10.1016/s1441-3582(06)70054-4

Cited by 6 publications

(6 citation statements)

References 52 publications

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“…Moreover, the approach used in this study only provides information about whether or not an attribute plays a role in predicting customer satisfaction. However, attributes are dissimilar in terms of their effects on customer satisfaction (Johnston, 1995;Kueh, 2007). Tantakasem and Lee (2007) argued that service quality attributes that are related to customer satisfaction can be classified as:…”

Section: Discussion and Mangrial Implicationsmentioning

confidence: 99%

Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait

Al‐Eisa

Alhemoud

2009

International Journal of Bank Marketing

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Purpose -The purpose of this paper is to attempt to identify the most salient attributes that influence customer satisfaction with retail banks in Kuwait and to determine the level of the overall satisfaction of the customers of these banks. Design/methodology/approach -A multiple-attribute approach proposed by Shin and Elliott in 2001 was employed. This approach was applied in the analysis of data collected from a convenient sample of 863 actual customers of retail banks in Kuwait. Findings -The most crucial attributes for predicting customer satisfaction with retail banks in Kuwait were fast service, courtesy and helpfulness of employees and availability of self-banking services. The vast majority of the customers of retail banks in Kuwait (nearly 81 percent) are either satisfied or very satisfied with the services of their banks. Research limitations/implications -A number of very important attributes, such as those related to loans and credit cards, were not examined due to social reasons. The unavailability of lists of existing customers and their contacts made it not possible to draw a random sample from the target population of this study. Practical implications -To maintain a competitive edge in the market, the managers of retail banks in Kuwait need to be updated about technological advances and to invest in those that satisfactorily enhance technology-based encounters with their customers. These managers also need to focus on minimizing encounter failures in service delivery. For a retail bank in Kuwait, sufficient recovery efforts are needed so that dissatisfied customers do not end up defecting. Originality/value -Use of a single-item approach to measure customer satisfaction is common. This approach has been shown to suffer from inherent drawbacks, rendering its practical utility questionable. To the best of the authors' knowledge, the present study represents the first attempt to apply Shin and Elliott's multiple-attribute methodology to retail banking services in a different culture.

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Section: Discussion and Mangrial Implicationsmentioning

confidence: 99%

Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait

Al‐Eisa

Alhemoud

2009

International Journal of Bank Marketing

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“…Moreover, previous research has found that the drivers of customer satisfaction may vary from those of customer dissatisfaction; they are not necessarily two extremes of a continuum but rather a distinct set of factors that drive satisfaction and dissatisfaction (Cadotte & Turgeon, ; Johnston, ; Kueh, ; Alegre & Garau, ). Thus, some sets of factors may generate satisfaction, yet their absence does not necessarily generate dissatisfaction (Albayrak & Caber, ).…”

Section: Literature Reviewmentioning

confidence: 99%

Solo Holiday Travellers: Motivators and Drivers of Satisfaction and Dissatisfaction

Bianchi

2015

Journal of Tourism Research

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A growing number of people are travelling alone for holidays, yet limited research addresses this topic. This paper explores the main motivators and drivers of satisfaction and dissatisfaction for solo holiday travellers using a critical incident technique to collect and analyse data. The findings show that drivers of satisfaction for solo holiday travellers are more related to personal feelings of freedom, relaxation and discovery (personal factors) and interaction with other people (human interaction factors) than with holiday destination factors. Safety (a destination factor) and unfriendly service providers (a human interaction factor) are the main sources of dissatisfaction for solo holiday travellers.

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“…Neutrals are similar to aforementioned indifferent quality elements in that they seemingly have no impact on satisfaction regardless of performance level. Similarly, Kueh (2006), also using the CIT identified the identical four types of relationships across a range of service types. The author classified an attribute as critical if it was identified as both a top satisfier and top dissatisfiers.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

The nature of the service quality and satisfaction relationship

Pollack

2008

Managing Service Quality: An International Journal

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PurposeThe aim of this paper is to challenge the assumption that the relationship between service quality attributes and customer satisfaction follows a classic linear path. It suggests the existence of a threshold level after which the strength of the relationship between the two constructs, for some service attributes, adjusts. Depending on the type of adjustment, service attributes can be classified as satisfier or dissatisfier. Each requires a distinct managerial action.Design/methodology/approachThe data were collected via self‐administered questionnaire from customers of three service industries (i.e. banking service, hairdresser service, phone service). The type of impact of nine individual service quality attributes on customer satisfaction was investigated using multiple regression models with interaction terms.FindingsThe empirical findings provide evidence for the existence of satisfiers and dissatisfiers. Satisfiers exhibit initially no relationship with satisfaction, but after the acceptable level of quality (i.e. inflection point) has been reached, become positively related. Dissatisfiers follow initially a positive relationship path with satisfaction but after the inflection point exhibit no relationship, or at best a significantly weakened one, with satisfaction. The relationship patterns were found to be service attribute as well as service type dependent.Originality/valueThe findings suggest that, for dissatisfiers, increasing service quality ad infinitum may not be the most prudent approach. Here, gains in satisfaction can no longer be achieved after the acceptable quality level has been reached. However, for satisfiers, service firms must leap over the threshold before gains in satisfaction can be realized. This may require large investments in quality improvements.

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Service Satisfiers and Dissatisfiers among Malaysian Consumers

Cited by 6 publications

References 52 publications

Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait

Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait

Solo Holiday Travellers: Motivators and Drivers of Satisfaction and Dissatisfaction

The nature of the service quality and satisfaction relationship

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