Understanding the psychological process underlying customer satisfaction and retention in a relational service

Guo, Lin; Xiao, Jing Jian; Tang, Chuanyi

doi:10.1016/j.jbusres.2008.10.020

Cited by 92 publications

(65 citation statements)

References 35 publications

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“…While policing is a public service which means that there is no profitability issue, this can be replaced with user co-operation and the gap model in service quality offers a whole in light on the psychology of behaviour of people [95][96][97]. The reality is service quality dimensions (i.e., assurance, empathy, reliability, responsiveness and tangibles) are related to user satisfaction [98,99] and so it easy to make the link between service quality, customer satisfaction and psychology of behaviour as well as customer retention [92,[100][101][102][103]. Disappointment, sadness and expectations are all apart of the psychology of behaviour [104][105][106][107][108] they must be understood in policing a society.…”

Section: Journal Of Healthcare Communications Issn 2472-1654mentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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Introduction: The Jamaica Constabulary Force (JCF) established in 1867 as a paramilitary organization and over its 148 year history, the institution has sought to address various crimes and it appears that all its policy efforts have come to nought. In seeking to combat the crime pandemic in the society, the entity has been accused of corruption, abuses, professional misconduct and excessive use of power. With such accusations and claims, there has been a negative image of the JCF and so it has sought to inco-operate the user as a part of policing strategy. To date, there has been no empirical research undertaken on service quality in the JCF.

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Section: Journal Of Healthcare Communications Issn 2472-1654mentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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“…Our literature review demonstrates that financial attitude, subjective norms, and perceived control are significantly related with intention (Hayhoe et al, 2000;Hrubes et al, 2001;Guo et al, 2009;Chudry, 2010;Xiao et al, 2011). Previous studies have also concluded that peers can negatively affect the positive financial behaviour of college students Chudry et al, 2011).…”

Section: H2d: College Students Should Have Stronger Intentions To Permentioning

confidence: 56%

Quantitative investigation of college students' financial behaviour

Sun¹,

Qin²,

Jackson³

2014

IJEF

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Abstract:The rapid growth of student loan debt has led to increased public attention on college students' financial aid and financial behaviour. This study addresses the psychological process underlying effective college student financial behaviour and its determinants. A model modified based on planned behaviour theory is proposed and empirically tested using a sample of 243 college students. Structural equation modelling (SEM) is employed to examine the model fits and to investigate the relationship among the proposed factors. The determinants of financial behaviour identified by this study include attitude, intention, and perceived behavioural control, past behaviour, subjective norm, behavioural beliefs, subjective norm beliefs, and control beliefs. Additionally, this research examines the relative importance of these determinants and tests the role of beliefs.Keywords: college students' financial behaviour; theory of planned behaviour; student loan debt; past behaviour; intention. 36L. Sun et al.

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“…Various studies have found that a higher level of customer satisfaction ultimately leads to greater customer loyalty and word of mouth recommendations (YOO et al 2015;GUO et al 2009;LAI et al 2009;KASIRI et al 2017) The end user in construction can be the buyer of products and services. Customers in construction differ from those in other industries and their main disadvantage is the lack of experience.…”

Section: The Concept Of Customer Satisfactionmentioning

confidence: 99%

Comparative Analysis of Newly-Built Housing Quality in Poland and Lithuania

Lepkova

Vilutienė

Bełej

et al. 2017

Real Estate Management and Valuation

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The Presented research aims to analyze the Lithuanian and Polish housing markets in terms of the quality of life in new residential buildings. The article presents the concept of customer satisfaction in construction and criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helps to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and developers/contractors. The customer satisfaction index (CSI) was calculated for both countries. The results are useful for developers, contractors, facility management companies and building users.

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Understanding the psychological process underlying customer satisfaction and retention in a relational service

Cited by 92 publications

References 35 publications

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Quantitative investigation of college students' financial behaviour

Comparative Analysis of Newly-Built Housing Quality in Poland and Lithuania

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