The Influence Of Service Quality On Customer Satisfaction
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The Influence Of Service Quality On Customer Satisfaction
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Author : Navid Fatehi Rad
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2011-06
The Influence Of Service Quality On Customer Satisfaction written by Navid Fatehi Rad and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06 with Customer relations categories.
In this research customer satisfaction and service quality have been considered as important factors for any organizations. However, empirical evidence concerning the relationship between customer satisfaction and service quality, offered by organizations, has remained unclear. This research tested a service quality model SERVQUAL to measure customer satisfaction with the delivery of service. Communication and its influence on customer satisfaction also evaluated. It must be mentioned that the American Customer Satisfaction Index was used to measure the overall satisfaction of customer. Five main dimensions of the service quality model SERVQUAL which were applied are tangibility, reliability, responsiveness, assurance and empathy and also the influence of communication on customer satisfaction is were tested during this survey. The model was applied to the customers who had previous experience from private hospitals on Penang Island. The purpose of this study was to investigate the factors that contribute to customer satisfaction in Penang's' private healthcare centers. The study helps to examine and understand the factors influenced in determining customer satisfaction.
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 : 2017-09-19
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 2017-09-19 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.
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 Influence Of Service Quality On Customer Satisfaction At A Selected Food Retailer In Durban
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Author : Bhekiwe Nontokozo Simelane
language : en
Publisher:
Release Date : 2020
The Influence Of Service Quality On Customer Satisfaction At A Selected Food Retailer In Durban written by Bhekiwe Nontokozo Simelane and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with Consumer satisfaction categories.
Examining The Influence Of Service Quality On Customer Satisfaction And Patronage Intentions In Convenience Store Industry
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Author :
language : en
Publisher:
Release Date : 2014
Examining The Influence Of Service Quality On Customer Satisfaction And Patronage Intentions In Convenience Store Industry written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
The Influence Of Service Quality On Customer Satisfaction Customer Value And Behavioral Intentions In The Hotel Sector Of Ethiopia
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Author : Tewodros Mesfin Deneke
language : en
Publisher:
Release Date : 2015
The Influence Of Service Quality On Customer Satisfaction Customer Value And Behavioral Intentions In The Hotel Sector Of Ethiopia written by Tewodros Mesfin Deneke and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Consumer behavior categories.
The Influence Of Service Quality On Customer Satisfaction And Repurchase Intentions At Fitness Clubs In South Korea
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Author : Jong Pill Choi
language : en
Publisher:
Release Date : 2001
The Influence Of Service Quality On Customer Satisfaction And Repurchase Intentions At Fitness Clubs In South Korea written by Jong Pill Choi and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Consumer behavior categories.
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
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.
Impact Of Service Quality On Customer Satisfaction
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Author : Elijah Onoriode Olose
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2012-06-12
Impact Of Service Quality On Customer Satisfaction written by Elijah Onoriode Olose and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-06-12 with categories.
Customer is the most important part of any business and the success or failure of an organization depends on how it treats its customers. If the organization keeps its customers happy and satisfied then it is quite probable that the business will flourish and the company would grow. The significance of customer satisfaction has further enhanced in the modern times as the companies are jostling for customer share and have also acknowledged the importance of satisfied and loyal customers. There are various factors that influence customer satisfaction, and service quality is believed to be one of them. The current research studied this particular factor and its impact on customer satisfaction particularly in the insurance sector in Nigeria. Insurance is an important service industry and till some time back customer satisfaction was not given a lot of importance in the sector. However with modern form of insurance the scenario has begun to change. The objectives for the study are- 1. To explore the general factors of importance for customer who use the various insurance products in Nigeria and influence of each factor on buying perspective of the customer.2. To discover and compare customers' perceptions of actual experience and their evaluation of service quality performance within the Nigerian Insurance Sector. 3. To evaluate the significance of the difference between the exact and overall components of importance and actual experience in Insurance with focus on the Nigerian Insurance Sector. Various scholars have given their inputs on the subject of service quality and few of these studies were analyzed in the literature review chapter. The concept of service quality as given by Parsuraman et al. (1988), Zeithaml (1988) and other researchers was elaborated in the section. The chapter also discussed the various models of service quality, and how service quality relates to customer satisfaction. Further the importance of service quality to the insurance sector in Nigeria was also briefly discussed. The literature review chapter provided the direction to the study and for further understanding of the Nigerian perspective, the study was carried out among the customers of NICON Insurance Plc of Nigeria. The perspective of customers was captured by way of a survey, and the study established that the customers were satisfied with the service quality of the company to a large extent. The study also established that the employees honored their commitment, and they attempted to resolve their issues accordingly. On the whole the customers of NICON Insurance Plc are quite satisfied because of the company's service quality delivery.
