Relationship between employee and customer satisfaction. An assessment of customer satisfaction in hotel industry in cambodia1 veasna ung2 cas discussion paper no 89 april 20 1 this paper is largely based on my dba thesis. Reth soeng for his many valuable comments, from which the paper greatly benefits. Second, an empirical research is conducted to discover the combined effect of different factors on hand on customer satisfaction and on the other hand on efficiency. A lot of theories explaining the nature and the development of consumers satisfaction from various perspectives fall under the umbrella of this paradigm. Pdf customer satisfaction trends in banking industry a. The main objective of this paper is to identify all the main factors that influence the customer satisfaction in banking at the present contemporary global and highly competitive economy. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in. This all leads to more revenue for businesses that can keep their customers satisfied.
The main paradigm that marks the literature dedicated to consumers satisfaction is the expectation disconfirmation paradigm. 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. Other reasons for making the survey are also very important. A thesis submitted for the degree of doctor of philosophy by by vahid pezeshki.
The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms. I could not have imagined having a better advisor and mentor for my study. Customer satisfaction and service quality in uk financial services abstract this paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large uk bank. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. The relationship between customer satisfaction and consumer loyalty 2015. Impact of employee satisfaction on customer satisfaction. Factors affecting customer satisfaction and customer. The achievement of customer satisfaction leads to company loyalty and product repurchase. It depends on many factors and varies from person to person and product to product.
A customer perception and satisfaction survey for a chinese buffet by weichia tung a research paper submitted in partial fulfillment of the requirements for the master of science degree with a major in hospitality and tourism approved for completion of 3 semester credits ht735 problem in hospitality and tourism. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service. Relationship between product quality and customer satisfaction in the u. Satisfaction is a subjective concept and therefore difficult to determine. Purpose this paper aims to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments. Customer satisfaction cs has attracted serious research attention in the recent past. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. Therefore, the questionnaire was distributed in the written paper to the. Therefore, every organization should plan the right strategies for dealing with customers, communicating with them, providing pleasant services and retaining them forever with specially chosen customer contact employees, all. This research will focuses on customer satisfaction towards service quality and. Lake kivu serena hotel degree programme degree programme in facility management tutors hukkanen anita assigned by lake kivu serena hotel abstract the purpose of this thesis was to investigate how customer satisfaction enhances customer. Related literature customer satisfaction is the most fundamental requirement for being in business. I know that it is a time consuming job customer satisfaction in restaurants thesis to write dissertations. The relationship between customer satisfaction and employee satisfaction is quite strong as the performance, relationship and behaviour of the employee towards the customer are directly related to job satisfaction of the employee.
Three essays on the customer satisfactioncustomer loyalty. Repository citation daikh, jiana, a research proposal. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Wangondu a research project report submitted to the chandaria school of. A study of the factors influencing customer satisfaction. To deal with the ever expanding customer bases, customer groups or.
Antecedents of customers repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customers repatronage intentions in the context of the restaurant industry. Thesis customer loyalty thesis customer loyalty abstract the. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. The influence of service quality and corporate image on customer satisfaction among university students in kenya edward otieno owino a thesis submitted in fulfillment. If you want quality, originality, customer service, and a guarantee of complete client satisfaction, you will come to qualityessay. Understanding the level of knowledge of the respondents about the concept of reverse logistics the economical and customer satisfaction impact of. The findings confirm the significance of staff satisfaction and service quality, suggested by the service profit chain literature, but. Veasna ung is currently chair of faculty of tourism and hospitality, national university of.
View customer satisfaction research papers on academia. The amount of female and male respondents is unequal, as most of the leading customers in the market are woman. The questionnaire was formulated to achieve the following objectives of the thesis. Customer satisfaction e banking, service quality and. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry. The relationship between customer satisfaction and service. In a turbulent commerce environment, in order to sustain the growth and market share, companies need to understand how to satisfy customers, since customer satisfaction is critical for.
Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction. Pdf an empirical research on customer satisfaction study. Of the five prompts, coalition prompt 4 tries to be more creative and relevant to a high school student. Influence of digital banking on customer satisfaction. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. The factors that influence customer satisfaction and customer loyalty are explored.
Customer satisfaction survey, result analysis and utilization in a global forestry company bachelors thesis 77 pages, appendices 21 pages november 2016 customer satisfaction effects companies longevity, profitability and brand by the repeat buying behavior and good word of mouth due to loyalty. There is more competition among colleges and these couldnt cooperate on one component which represent merit component among different colleges. The research is focused to reveal the expectations of customers which could be crucial for sbis growth and success. The banks general statement which is more of a vision is stated as we focus on. In whole of the world especially pakistans focus is concentrated on spreading education. This study examines the relationship between the quality of service and customer satisfaction in the ebanking era. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university.
It is discovered from literature and previous research on relevant theories for this research. A special thanks also to howard anton 1, from whose book many of the examples used in this sample research paper have been quoted. Impact of customer satisfaction on customer retention. Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. Impact of service quality on customers satisfaction. The relationship between customer satisfaction and service quality. An assessment of customer satisfaction in hotel industry in. An empirical research on customer satisfaction study. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. It is particularly true for the services firms where increased level of customer satisfaction results in profit maximization. Analyzing the relationship between customer satisfaction and. The contribution of this paper is to propose two satisfaction levels of csi models for analyzing customer satisfaction and loyalty, thereby helping tourism factory. A study of customer satisfaction dimensions and their impact on customer loyalty to online shopping sites an analytical study of online shopping sites in arabic market. Customer satisfaction pdf thesis writing i help to study.
A study of the factors influencing customer satisfaction and. This paper examined the impact of customer satisfaction on custo mer retention. Get a 100% unique essay on thesis customer satisfaction. The commissioner of this thesis was karolina lassfolk operational director, trivsel. How much a customer is willing to pay depends on what they. Service quality and customer satisfaction research paper. Banking is a customer oriented service industry and. Three dimensional modelling of customer satisfaction. Method a novel method in marketing called fuzzy set qualitative comparative analysis is the used method. Relationship between product quality and customer satisfaction. Pdf customer satisfaction cs has attracted serious research attention in the recent past. Abstract this paper is concentrated on quality of services offered by colleges so that those colleges can compete their rivals and seek satisfaction from students.
His guidance helped me during the time of research and writing of this thesis. Customer satisfaction has gained importance in the last few years. The most important question related to the current research was asked from customers and employees of both companies. However, when firms grew, information about individual customers became lost among the masses. The main objective of the thesis is to analyse the customer satisfaction regarding banking services provided by nepal sbi bank ltd. Since working staffs plays an important role to create quality service, the research is also cen. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. This question was related to the relationship between employees and customers of each company and the impact employee satisfaction has on customer satisfaction. Therefore experts say that customer satisfaction should be the fundamental principle of all the service. To measure service quality and customer satisfaction in the hotel industry, there are some models. Analyzing the relationship between customer satisfaction. Factors affecting customer satisfaction and customer loyalty. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. Moreover, this thesis studies the factors that influence customer satisfaction and.
I, hamed alsemeri, declare that the dba thesis entitled the factors affecting job satisfaction. This study is used to check the relationship between components of quality of services and satisfaction of customer. The thesis research does not only discuss the concepts of customer satisfaction and. I had no time to compete my dissertation, but my friend recommended customer satisfaction in restaurants thesis this website. Get the knowledge you need in order to pass your classes and more. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. To study the level of customer satisfaction towards bajaj a project report submitted to the. Factors influencing customer satisfaction with atm banking. Thus, only 20 % among all of the respondents are males, the rest 80% belongs to females. Come browse our large digital warehouse of free sample essays. The purpose of this thesis was to measure the current level of the customer. Pdf impact of electronic banking on customer satisfaction.
Until the last decade, saudis sought employment with the public sector, preferring its beneficial conditions to the long hours and lower salaries of the private sector. Satisfaction is crucial concern for both customers and organizations. This paper examined the impact of customer satisfaction on customer retention. An abstract of a thesis submitted in partial fulfillment. All the business activities of an organization have now shifted their. The company takes every order very seriously trying to always create the best papers. Once the question for you personally is clouding your mind, hire our professional graduate paper authors today. Service quality name name of institution date abstract in todays globalized world characterized by very fast pace, open markets and the huge shift of the information technologies, the world has become a small village and anyone can reach anywhere he wants, this in turn created a fierce atmosphere of competition whereas a product differentiation is becoming harder due to imitation and low. Therefore experts say that customer satisfaction should be the fundamental principle of all the. After liberalization, privatization andglobalization, there is intense competition and the world has become a global village. Customer satisfaction research of nepal sbi bank ltd. Service quality and customer satisfaction survey was handed out to the cus tomers of the market. Customer satisfaction and consumer loyalty 1 a research proposal.
Purpose the purpose of this paper is to show how customer satisfaction and customer retention contribute towards customer loyalty and which is. The purpose of this paper is to identify the factors affecting customer satisfaction in banks and analyze their effects on the level of customer. Measuring customer satisfaction with service quality using. This chapter presents the context of the study, which concerns job satisfaction in the saudi public sector.
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