Nitin Bansal
Volume 6, Issue 4 , April 2019, , Pages 382-388
Abstract
Now a day banking institutions have adopted Self Service Technologies to provide financial and non-financial services to its customers regressively. Automated Teller Machine (ATM) is one of the means to provide Self Service banking. The purpose of this research paper is to analyze the various dimensions ...
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Now a day banking institutions have adopted Self Service Technologies to provide financial and non-financial services to its customers regressively. Automated Teller Machine (ATM) is one of the means to provide Self Service banking. The purpose of this research paper is to analyze the various dimensions of ATM service quality on the basis of studies conducted in different part of the world and to analyze the relationship of ATMs service quality with the customer satisfaction. After in depth literature review of 8 studies, it has been observed that there is no consensus of various researchers on multiple dimensions of automated teller machine banking service quality and there is a positive relationship among various dimensions of ATM service quality and customer satisfaction. As a result this paper recommends that further research is required to develop a generally accepted scale to measure ATM banking service quality on various standardized dimensions.
Rita Bendaravičienė; Beatričė Vilkytė
Volume 6, Issue 2 , January and February 2019, , Pages 113-128
Abstract
As the needs and expectations of customers for the quality of products and services grow, companies are constantly faced with challenges in order to remain on the market, build customer loyalty and to be competitive. Companies, operating in a fashion industry encounter an extremely dynamic business environment ...
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As the needs and expectations of customers for the quality of products and services grow, companies are constantly faced with challenges in order to remain on the market, build customer loyalty and to be competitive. Companies, operating in a fashion industry encounter an extremely dynamic business environment – continuously changing and renewing the product range makes it even more difficult to retain customers. In this case, the efforts of the company and every employee to understand customer expectations and to provide a positive purchasing experience becomes a must. Therefore, it becomes crucial for fashion retailers to continuously measure customer satisfaction with the service quality, identify factors that affect customer satisfaction and, accordingly, to look for opportunities for improvement. SERVQUAL methodological approach and, the specifically five-dimensional model of Assurance, Reliability, Tangibility, Empathy, and Responsiveness was applied measuring customer satisfaction with the service quality of international fashion chain stores in Lithuania. Research revealed the typical demographic and psychographic profile of fashion chain customer and most important factors, affecting customer satisfaction, i.e. the knowledge, and skills of the employees (Assurance dimension), as well as the physical factors related to the interior, layout and pleasant appearance of the employees (Tangibles dimension).
Omkar Dastane; Muhammad Ifwan Bin Md Jalal; Karthik Selvaraj
Volume 5, Issue 12 , December 2018, , Pages 923-954
Abstract
The research goal is to fill the current research gap by determining the service factors that influence M-commerce Apps customer satisfaction and loyalty in Malaysia by adopting e-service quality (e-SQ) model and relationship quality theories in the context of mobile commerce apps. A framework proposed ...
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The research goal is to fill the current research gap by determining the service factors that influence M-commerce Apps customer satisfaction and loyalty in Malaysia by adopting e-service quality (e-SQ) model and relationship quality theories in the context of mobile commerce apps. A framework proposed by Zeithaml, et al., (2005) for e-service quality (e-SQ) and its extension is used to study the influence of service quality on customer satisfaction and loyalty in the context of M-commerce. The data is collected through administered online survey with sample of 152 respondent selected using convenience sampling in order to test the hypotheses of the proposed framework model. Confirmatory factor analysis (CFA), Structural Equation Modelling (SEM) as well as path analysis is carried out using AMOS 22. The results of this study show that, out of all service quality elements, only fulfilment has the highest significant influence on customer satisfaction, while privacy has the highest significant impact on customer loyalty. This also mean, adopting e-SQ model as it is for mobile businesses can be erroneous. This research is useful and has important implication for marketers, businesses that are looking to improve M-Commerce by understanding customer satisfaction and customer loyalty in relation with e-SQ among Malaysian working professionals. Academically, it uncovers need to investigate service quality factors specifically for mobile businesses.
Mohammad Amin Sadeghi
Volume 4, Issue 8 , August 2017, , Pages 880-887
Abstract
The purpose of this paper is to identify efficient factors in the relationship between HRM and customer satisfaction during the process of transition to pure production. Over the past few years, a new stream of strategic management research focused on HRM analysis, and meta-analysis has been done with ...
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The purpose of this paper is to identify efficient factors in the relationship between HRM and customer satisfaction during the process of transition to pure production. Over the past few years, a new stream of strategic management research focused on HRM analysis, and meta-analysis has been done with HRM and customer satisfaction. The calculation of the target model shows that for the effective development of this process, senior management teams need to combine logical and creative skills, such as an aggregate orientation. Finally, a model is presented to understand this sequence, which leads to a cultural change associated with the production of Lean.
Abbas Sharifipour; Ali Hosseinzadeh; Majid Hassanzadeh Torbati; Ali Nakhchian
Volume 4, Issue 5 , May 2017, , Pages 578-595
Abstract
Over the past two decades, developed countries were shadowed by moving toward service-based economics, which is recently affecting developing countries. Due to such transformation, scientific parties became interested in and managers tried to increasingly recognize effective factors of quality of service ...
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Over the past two decades, developed countries were shadowed by moving toward service-based economics, which is recently affecting developing countries. Due to such transformation, scientific parties became interested in and managers tried to increasingly recognize effective factors of quality of service (QoS) and customer satisfaction. The present study made efforts to cover each model weaknesses using strengths of the other through integrating the two well–known models of Kano & Servqual. The survey was conducted at Customs of Mashhad Airport trying to identify customer satisfaction effective factors. 120 questionnaires were randomly distributed among the customs’ clients. The effect of SERVQUAL model dimensions on client satisfaction was identified t=using five research hypotheses; next, each dimension was classified in one of the three requirement categories of KANO model; then, the relationship between factors of quality of service model with the requirements was examined. Research result revealed that more than 50% of changes in dependent variable (satisfaction) are explained by quality of service model components and 75% of changes in customer satisfaction were predicted by functional and motivational requirements. Moreover, There was seen a significant relationship between quality of service model components and Kano functional and motivational requirements. Finally, some suggestions are recommended to improve the organization quality of services and to advice for future research.
Omkar Dastane; Intan Fazlin
Volume 4, Issue 4 , April 2017, , Pages 379-400
Abstract
It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction ...
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It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction and in turn leading to customer retention. With changing perceptions, preferences and markets, we find a need to reinvestigate what are the key factors of customer satisfaction affecting customer retention in Malaysian fast food industry. Product quality, service quality, prices, facility and emotional factor are selected as factors of customer satisfaction (independent variables) based on extensive literature review. The research uses primary data collected from 180 Malaysian fast food customers using a multi-factor questionnaire with a Likert-scale from 1 to 5. To ensure reliability and validity the questionnaire was checked by Cronbach’s Alpha and principal components analysis was carried out. Correlation and regression analysis is conducted using SPSS 21 to identify influence and impact of selected factors on customer retention. Descriptive statistics show that the most significant key factor of customer satisfaction is emotional factor followed by store facility, service quality and prices and the lease poor is product quality. Emotional factor and facility plays important role in customer satisfaction that ensures customer retention in Malaysian fast food industry.
Uzma Anjum; Junaid Aftab; Qurrat-ul-Ain Sultan; Mohammad Ahmed
Volume 3, Issue 9 , September 2016, , Pages 509-520
Abstract
The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Therefore, we took five service quality dimensions (empathy, reliability, ...
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The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Therefore, we took five service quality dimensions (empathy, reliability, assurance, responsiveness & tangibility) as predicting variables towards criterion variable customer satisfaction. This research was carried out on customers of telecom sector. An aggregate of 320 questionnaires were distributed among the customers of telecom industry of Pakistan through electronic forms as well as simple forms out of which 255 forms were returned i.e. response rate was79.7%. The outcomes of statistical tests demonstrate that three out of five predictor variables i.e. assurance, responsiveness and reliability have positive impact on customer satisfaction while empathy and tangibility have no significant influence on customer satisfaction. Research limitations and future plans also discussed in this research.
Majid Feyz Arefi; Gholamreza Tavakoli; Omid Heidari; Masoumeh Mirjafari Lashkajani
Volume 3, Issue 7 , July 2016, , Pages 411-443
Abstract
The purpose of this research is to deepening the conventional superficial view to the customer satisfaction, providing three-phase approach to measure customer satisfaction within the process of customer satisfaction management, and then designing a conceptual model for the manufacturing organizations. ...
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The purpose of this research is to deepening the conventional superficial view to the customer satisfaction, providing three-phase approach to measure customer satisfaction within the process of customer satisfaction management, and then designing a conceptual model for the manufacturing organizations. The study is of kind of mixed method research. The proposed model in this study is designed after reviewing the literature and analysis of more than 35 models and frameworks and interviews with experts and professors; then to validate and modify the model, the two-round Delphi technique and quantitative methods including scrolling is utilized. The results of this research include developing a conceptual model with 5 dimensions and 25 components for assessing customer satisfaction in manufacturing organizations. Also, the study showed that the current practices of survey (questionnaire) do not have enough efficiency to measure customer satisfaction. The proposed three-phase approach of the present research is consisted of three phase: the initial phase (questionnaire), the middle phase (expert panels), and the final phase (field visits) which complement each other and they are provided within the customer satisfaction management process. The main pillars of customer satisfaction in the final model developed in this study are consisted of 5 dimensions of quality and innovation, service and support, cost and utility, customer loyalty and corporate image. This model is applicable for manufacturing organizations (product-oriented), which are mainly placed in the group of large organizations. The research new approach towards measuring and managing customer satisfaction leads to the idea of recreating the intellectual system and the dominant notion in the field of customer satisfaction in manufacturing organizations. The proposed approach can improve the assessing style and method of customer satisfaction management from traditional paradigm of reactive and unilateral relationship (passive single-way) to the richer paradigm of bilateral and active relationship (proactive two-ways). In fact, this study is conducted to shift and change the focus from the customer satisfaction numeric index to the customer active participation in improving the quality of products.
Zahra Saghi; Vahide Tabassi Lotfabadi
Volume 3, Issue 6 , June 2016, , Pages 378-389
Abstract
The purpose of this study is to investigate the factors affecting customer satisfaction through social marketing features with regard to the moderating role of environmental approach in Organization of Transportation and Traffic of Mashhad Municipality. For this purpose, aspects and parameters related ...
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The purpose of this study is to investigate the factors affecting customer satisfaction through social marketing features with regard to the moderating role of environmental approach in Organization of Transportation and Traffic of Mashhad Municipality. For this purpose, aspects and parameters related to the research variables were identified by referring to conducted studies and based on these variables, a questionnaire was designed based on of 28 questions whose reliability was confirmed by the elite in the field of management. The study population are all contacts of the organization of transportation and traffic of Mashhad Municipality; the sample size of which is 220 people by using Cochran formula. Also, to test the hypotheses of this research, Pearson correlation coefficient test and multiple regression are used and the results suggest that the environment moderates the correlation between social marketing and customer satisfaction in the Organization of Transportation and Traffic of Mashhad Municipality.
Ehsan Razminia; Samira Mirsardoo; Somayeh Shabani; Hadi Shafiee
Volume 3, Issue 3 , March 2016, , Pages 202-210
Abstract
Caring customer opinions and paying attention to its beliefs not only leads to organization attachment, but also causes the customer feels a component of the organization; therefore, such satisfaction may also be the key to bank achievement. Thus, the objective of the present research is to study ...
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Caring customer opinions and paying attention to its beliefs not only leads to organization attachment, but also causes the customer feels a component of the organization; therefore, such satisfaction may also be the key to bank achievement. Thus, the objective of the present research is to study the relationship between quality of service dimensions and customer satisfaction in different branches of Saderat Bank in Shiraz. This is an applied research in term of objective and is a survey in term of data collection. Data were collected through using questionnaire. Moreover, variables’ reliability was examined using Cronbach alpha coefficient. Data analysis and research hypothesis testing were conducted using SPSS software and t-student and binominal tests. Research findings indicate that all quality of service dimensions (quality of Service, customer accessibility, service characteristic/feature, and considering customer complaints) influence customer satisfaction in Saderat Bank branches.
Rahil Khoei
Volume 1, Issue 1 , August 2014, , Pages 52-80
Abstract
This paper reports the results of brand loyalty and brand personality of 345 accepted questionnaires from 370 answered questionnaire by tourist in Kish Island that is the most tourism city in Iran so that can be expand the research to all over the Iran. This paper explores brand loyalty and brand personality ...
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This paper reports the results of brand loyalty and brand personality of 345 accepted questionnaires from 370 answered questionnaire by tourist in Kish Island that is the most tourism city in Iran so that can be expand the research to all over the Iran. This paper explores brand loyalty and brand personality behavior on sportswear and examines key brand loyalty factors include of brand name, product quality, price, style, store environment, promotion, and service quality and too another part of research is about brand personality dimensions that identified as Big Fives in terms of (D. A. Aaker, 1997), such as Sincerity, Excitement ,Competence, Sophistication and Ruggedness for 8 kind of sportswear brands such as Adidas, Nike, Puma, Reebok, Fila, Levi’s, Umbro, Sauconey.
