Analysis Of Service Quality For Customer Satisfaction And Loyalty In E Commerce Pertaining To Thefmcg Sector
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Analysis Of Service Quality For Customer Satisfaction And Loyalty In E Commerce Pertaining To Thefmcg Sector
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Author : Yukti Sharma
language : en
Publisher:
Release Date : 2020
Analysis Of Service Quality For Customer Satisfaction And Loyalty In E Commerce Pertaining To Thefmcg Sector written by Yukti Sharma and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
With the advent of online shopping of FMCG products or consumer packaged goods and is growing scope in the near future, it has become extremely important for e-commerce industry to focus on their services and provide the quality level that meets or extends the customer expectations so that they can gain customer satisfaction and loyalty. Based on the same, this research has been conducted with the help of a well-established service quality instrument, called SERVQUAL, through a questionnaire to explore the customer satisfaction with the e-commerce services as per the different dimensions of service quality and how it would impact the customer loyalty in the long run. This paper attempts to explore the factors that are important to the customers when buying online and the gap between their expectations and perceptions about the services or e-services. The questionnaire collected data from 100 respondents who purchase consumer packaged goods, groceries, etc. from online stores and their perception and expectations about the same.
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction
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Author : Shahrukh Salman
language : en
Publisher: Anchor Academic Publishing
Release Date : 2017-11-01
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction written by Shahrukh Salman and has been published by Anchor Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-01 with Business & Economics categories.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Service Guarantee Prospect In Signalling Service Quality Towards Customer Loyalty
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Author : Pradeep Paraman
language : en
Publisher: GRIN Verlag
Release Date : 2020-11-03
Service Guarantee Prospect In Signalling Service Quality Towards Customer Loyalty written by Pradeep Paraman and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-11-03 with Business & Economics categories.
Doctoral Thesis / Dissertation from the year 2020 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, , language: English, abstract: This study provides empirical evidence to clarion calls for insights on the lack of work on resorts specifically the five-star resorts sector which is referred to works by Line and Runyan in identifying the deficiency in empirical evidence towards literature on resorts. This study provides new evidence into the formation of loyalty determinants in the five-star resorts, specifically in the Malaysian tourism industry. Although various studies have been conducted by scholars to identify such a phenomenon, very few has identified salient marketing strategies to be of value to practitioners, in overcoming the lack of loyal customers. This study frames the current problems faced by academia, the industry and the government to produce a cogent discussion on how to solve these problems by providing a strong and tested strategy, the service guarantee, to enhance customer loyalty in the resort sector. Problems associated with the industry and marketing gaps in literature are mainly based on a lack of strategy and factors in determining loyalty from the customers’ perspective. Based on gaps in literature related to the hospitality industry as a whole a lack of a structural modelling and is identified. The second order latent modelling that this study envisions, would provide clearer directions to the industry and other stakeholders to develop and mitigate customer centric marketing strategies to acquire and retain their target markets.
The Impact Of Service Quality On Consumer Loyalty
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Author : Dr. David Ackah
language : en
Publisher: GRIN Verlag
Release Date : 2014-11-10
The Impact Of Service Quality On Consumer Loyalty written by Dr. David Ackah and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-10 with Business & Economics categories.
Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, ( Atlantic International University ) (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
The Influence Of Service Quality And Customer Satisfaction On Customer Loyalty In E Commerce Settings
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Author : Albert Yan Vun Chong
language : en
Publisher:
Release Date : 2011
The Influence Of Service Quality And Customer Satisfaction On Customer Loyalty In E Commerce Settings written by Albert Yan Vun Chong and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Consumer satisfaction categories.
The Measurement Of Customer Satisfaction
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Author : David Willemsen
language : en
Publisher: GRIN Verlag
Release Date : 2011-02-17
The Measurement Of Customer Satisfaction written by David Willemsen and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-17 with Business & Economics categories.
Research Paper (undergraduate) from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other. In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time. This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerning customer satisfaction. Chapter 2 sets the thematic framework by examining different conceptions of the formation of customer satisfaction. On this basis, a coarse presentation and categorization of prevalent measurement approaches is given. Not all of those approaches are up to today’s standard of providing valid and reliable measures. Hence, in Chapter 3, only the promising subset of those approaches is further analyzed. Those methods are critically analyzed and assessed with the help of the existing literature. Building on this, a holistic customer satisfaction measurement system is introduced. Subsequently, Chapter 4 addresses the issue of comparability of different customer satisfaction measures and represents the transition from the theoretical to a praxis-based empirical part. Chapter 4.1 focuses on challenges for obtaining comparable data in international measurements. A closer look is taken at the different national CSI models as well as a recently established uniform European approach. Furthermore, study results of individual countries and industries are examined for their similarities and differences. The thesis concludes with a summary of the most important findings and provides an outlook on future developments in the field of customer satisfaction research.
Customer Satisfaction Experiences In Healthcare Sector Uum Press
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Author : Hartini Ahmad
language : en
Publisher: UUM Press
Release Date : 2014-01-01
Customer Satisfaction Experiences In Healthcare Sector Uum Press written by Hartini Ahmad and has been published by UUM Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-01-01 with Business & Economics categories.
This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Measuring Customer Satisfaction And Loyalty
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Author : Bob E. Hayes
language : en
Publisher: Quality Press
Release Date : 2008-04-22
Measuring Customer Satisfaction And Loyalty written by Bob E. Hayes and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-22 with Business & Economics categories.
The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
A Study On Determinants Of Service Quality In E Commerce Towards Customer S Purchase Intention In Malaysia
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Author : Nur Asrari Ahmad Radzi
language : en
Publisher:
Release Date : 2015
A Study On Determinants Of Service Quality In E Commerce Towards Customer S Purchase Intention In Malaysia written by Nur Asrari Ahmad Radzi and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with categories.
Purpose - This study aims to bridge the gap in the literature in measuring the service quality in E-commerce such as process quality, outcome quality and recovery towards customer's satisfaction. Design/methodology/ approach - A field survey carried out with the help of questionnaire derived from previous studies and the relevant literature. Questionnaire was constructed by using a modified SERVQUAL scale. Data were collected randomly from 150 respondents which specially targeted high school and university whom enter MPH Bookstores that have prior experience in purchasing books online. Questionnaires also were collected through online survey at social sites. Data were then analyzed using the software program Statistical Package for Social Science System (SPSS) to identify the determinants of service quality in E-commerce towards customers' purchase intentions.Findings - The three variables have a significant effect and predict a good proportion of the variance in customer's satisfaction under the dimensions of process quality, outcome quality and recovery. In addition, they are significantly related to one another. Originality/ value - This study developed the instrument dimensions of service quality in E-commerce by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researches interested in internet marketing.
Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
