A study of the factors influencing customer satisfaction. Iso 9001 defines customer satisfaction as a customers perception of the degree to which the customers requirements have been fulfilled. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. It is the most leading part of the financial sector of the country as it is responsible for more than 70 % of the funds flowing through the financial sector in the country. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. According to ijiekhuamhen, aghojare and lerdinand 2015 the level of using the library depends on users satisfaction with the available information resources and services rendered to them. School complaints customer satisfaction survey 2014 report with the results from the 2014 customer satisfaction survey into school. The use of a webbased survey application allowed nara to protect confidentiality while being.
Deriving customer satisfaction and loyalty from organized retailers sales promotion activities in india. Customer satisfaction in the restaurant industry semantic scholar. However, there are tens of thousands of liability companies according to the albertina database there was a total of 25,273 companies up to 10. A lot of theories explaining the nature and the development of consumers satisfaction from various perspectives fall under the umbrella of this paradigm. Measuring service quality and customer satisfaction of. Impact of customer satisfaction on customer retention. In this article the authors will propose a conceptual model that extends the widespread view of a direct and linear relationship between customer satisfaction and customer retention in two ways.
Surveys included in 2014 report on customer service the surveys included in the 2014 report on customer service are briefly described in the pages. A research in erzurum ataturk university refectory asst. For the following two slides, we will break into groups and try to identify those opportunities for improvement. The 2014 report on customer service follows the same methodology used in the 2012 report. Satisfaction is a subjective concept and therefore difficult to determine. The highest scoring satisfaction attributes safety from train accidents and courtesy and responsiveness of conductors achieved a satisfaction score of 92% unchanged from 20. The data was collected through questionnaire from sample of 22 restaurants managers and employees response and through customer response. A lot of theories explaining the nature and the development of consumers satisfaction from various perspectives fall. Pdf customer satisfaction, product quality and performance of. Customer satisfaction in the kenyan banking industry journal of. Ibojo 2014 was of the view that, for an organization to constantly retain its numerous customers in this competitive global village, there is the need to strategically constantly. Satisfaction is crucial concern for both customers and organizations. The 2014 nws survey resulted in a score of 84, on a scale of 0 to 100. Peterson and wilson 1992 suggest, studies of customer satisfaction are perhaps best characterized by their lack of definitional and methodological standardization p.
Jun 25, 2015 school complaints customer satisfaction survey 2014 report with the results from the 2014 customer satisfaction survey into school complaints. However, for the sample as a whole, the ttest results showed that the overall customer satisfaction towards their hotel stay of bangladeshi hotel guests and hotel guests from other countries were not significantly different at the 0. Request for copies of data or reports on customer or stakeholder satisfaction. Volume 14, issue 4, 2014 331 customer satisfaction and companies examine that satisfaction and may react to it by innovating products to increase customer satisfaction further. The economic which crisis started at the end of 2014 in russia affected the. Arins goal is to provide the best internet number registry experience possible. Many studies have found a direct positive link between. In this study, there is examined the impact of employee engagement and visionary leadership vision guiding, emotional commitment on customer and employee satisfaction. It is a judgement that a product or service feature, or the product or service itself.
The definitions stated above show that the extent to which customer requirements are met determines customer satisfaction and the degree of meeting them then becomes the. Measuring customer satisfaction with service quality using. The economic which crisis started at the end of 2014 in russia affected the hospitality industry. Results of the national weather service 2014 customer. January 2014 104 it is a common belief that it is very difficult to measure the service quality because of the differences in the meanings attributed to quality by each individual customer ruetzler, 2005. The importance of customer satisfaction in relation to. Similarly, vilares and cohelo 2000 found that perceived employee. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Customer satisfaction, marketing communications, hospitality. To determine the relationship between customer satisfaction and customer retention. Factors affecting customer satisfaction in online banking. When the data is collected via telephone, the production operations person shall record hisher initials and date the bottom of the survey tool form. Customer satisfaction survey results for fy12 and noticed that there were certain departments that were consistently rating procurements low in the same areas. Overall customer satisfaction remained the same in 2014 at 84% as in 20. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important.
Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. Internet banking service quality and its implication on e. It is seen as a key performance indicator within business and is often part of a balanced scorecard. The customer experience through the customers eyes the leadership factor weve talked about customer empathy in the past, and this book pretty much quantizes, measures and illustrates it for us. The customer satisfaction rating is between 0 and 100%. An empirical research on customer satisfaction study. Leading specialty stores for customer satisfaction in ontario 202014 leading hobby store retailers in canada 2011 u. Customer satisfaction evaluation and recommendations for a marketing communication.
Our priority 16m visitors at disneyland paris 4 000 surveys sent, 40 000 respondents return rate of 30% overall satisfaction. This all leads to more revenue for businesses that can keep their customers satisfied. This study was conducted to examine factors that may affect customer satisfaction in the use of online. Customer satisfaction survey for the past nine years, the public performance and management group at georgia state university has conducted customer and employee surveys designed to help state agencies, programs, and institutions track and improve customer and employee satisfaction by better managing service quality for customers.
The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Cfi measures customer satisfaction with the american customer satisfaction index acsi, the standard methodology used across public and private sectors to evaluate public opinion and help prioritize organizational changes that will improve the customer experience. To help us better understand the needs of our customers, we conducted our first communitywide customer satisfaction survey in the first quarter of 2014 with the help of rockbridge associates, an independent contractor. Terpstra and verbeeten 2014 argued for effective cost mitigation without. Similarly, in chapter four methods of managing customer relationships are described. Factors affecting customer satisfaction on global journals. This definition clearly shows that customer satisfaction is a subjective judgment of whether their requirements not the contractual obligations are fulfilled. The main paradigm that marks the literature dedicated to consumers satisfaction is the expectation disconfirmation paradigm. To help us better understand the needs of our customers, we conducted our first communitywide customer satisfaction survey in the first quarter of 2014 with the help of rockbridge associates, an independent contractor view survey. January 2014 100 service quality and customer satisfaction relationship. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext.
The impact of customer satisfaction and relationship. This ones a bit more of a handbook, though it has a linear narrative. Customer satisfaction with retail banking services in. Jul 01, 2014 iso 9001 defines customer satisfaction as a customers perception of the degree to which the customers requirements have been fulfilled. American international journal of contemporary research vol. In a nutshell, users satisfaction could be considered as the satisfaction users derive from the library by.
Customer satisfaction measurement at disneyland paris. It depends on many factors and varies from person to person and product to product. The purpose of this paper is to examine the internet banking service quality and its implication on ecustomer satisfaction and ecustomer loyalty. Impact of electronic banking on customer satisfaction. Banking industry customer satisfaction survey 2014 for more about the survey, please contact. Erkan saglik ataturk university faculty of tourism erzurumturkiye asst. More specifically, the focus is on examining the grouped impact of the factors. Customer satisfaction has been a central concept in marketing literature and is an important goal of all business activities. Customer satisfaction with retail banking services in ghana.
The fy 2014 records management services customer satisfaction survey continues to provide a great deal of information about our customers perspectives. We are pleased to learn that our customers enjoy working with us and value our assistance. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. Factors affecting customer satisfaction in online banking service. Service quality and customer satisfaction relationship. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. First, this research draws on existing research on the factors influencing customer satisfaction. A study of the factors influencing customer satisfaction and.
This article reports a study of the determinants of customer satisfaction of retail bank services in ghana. Quality of a product and customer satisfaction are the key factors of a company performance, which has been con. The impact of customer satisfaction and relationship quality. On measuring interactions between customer satisfaction and financial results. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services ratings exceeds specified satisfaction goals. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of outperforming competition kotler, 2000. Impact of customer satisfaction on customer loyalty arc journals. School complaints customer satisfaction survey 2014 gov. Customer satisfaction, product quality and performance of. Customer satisfaction, service quality, food reliability. Pdf impact of electronic banking on customer satisfaction. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of. A basic definitional inconsistency is evident by the debate of whether satisfaction is a process or an outcome yi 1990.
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