The relationship between service quality, customer satisfaction and customer loyalty. Impact of customer satisfaction on custo mer retention. Determinants of customer satisfaction in fast food. Depending upon whether the customers expectations have been met that is, confirmed or exceeded positively disconfirmed or not met negatively disconfirmed will determine the customers overall satisfaction level as represented by. Analysis of influence of price to customer satisfaction. The main objective of the research is to determine the influence of quality on customer satisfaction and on. Customer satisfaction, service quality, food reliability abstract ery business needs not only to retain its current customers but also the objective of study is to construct comprehensive model of customer satisfaction in fast growing restaurant industry covering all quantitative techniques were used to explain the concept of customer. Therefore, companies should understand the changes in customers perception of. January 2014 100 service quality and customer satisfaction relationship. Summary there are a lot of methods for measuring customer satisfaction, but t he same satisfaction is. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. What about the relationship between customer satisfaction and service quality dimensions.
International journal of business and social science, 2 khatibi, a. If the customers of life insurance corporation are satisfied and happy then and then only they may be loyal to the lic. The acsi model is a causeandeffect model with indices for drivers of satisfaction on the left, satisfaction acsi in the center, and outcomes of satisfaction on the right. Customer care management model for service industry 147 customer info. Pdf measuring customer satisfaction with service quality using. Our customer satisfaction management model is developed based upon research findings of. It is a judgement that a product or service feature, or the product or service itself. This paradigm posits that satisfaction is a function of the magnitude of the discrepancy between expected and perceived performance.
Generally speaking, the consumers move within acceptance or rejection areas, in accordance with their perceptions. Part time lecturer and business consultant, nairobi. The study further examines the potential for situational and. A research in erzurum ataturk university refectory asst. Pdf customer satisfaction in the restaurant industry.
Many theories have been used to understand the process through which customers form satisfaction judgments. The impact of customer satisfaction and relationship. These descriptive data can assist in identifying specific strengths and weaknesses in. Research in business and economics journal customer loyalty, page 2 introduction the proposed model is theoretically grounded in the multiattribute attitude literature. Is customer satisfaction an indicator of customer loyalty. Pdf customer satisfaction meaning and methods of measuring. The relationship between service quality, customer. When a service failure occurs, the organizations response has the potential either to restore customer satisfaction and. In fact customer satisfaction is the core principle of the modern tool of crm being used by marketers to attract and retain customers. Service quality and customer satisfaction relationship.
The results suggest that service quality should be treated as an antecedent of customer satisfaction. Customer satisfaction results can help to present the current standing of customer satisfaction. The american customer satisfaction index uses customer interviews as input to a multiequation econometric model developed at the university of michigans ross school of business. Those employees who have direct interaction with customer satisfaction highly influence the customer satisfaction level. Therefore, customer satisfaction must be translated into a number of measurable parameters directly linked to peoples job in other words factors that people can understand and influence deschamps and nayak, 1995.
The effects of customer satisfaction, relationship. The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. A model of customer satisfaction and retention for hotels. European scientific journal october 2014 edition vol. Service quality servqual and its effect on customer. This paper describes a theoretical model for investigating the three main antecedent. The main pillars of customer satisfaction in the final model developed in this study are. Customer satisfaction index as a base for strategic marketing management, tem journal. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data.
Table of customer complaints customer information processing cause and effect study customer survey valuing relationship rectification factor listing factor priority identification qfd phase six sigma metric. Others used service quality dimensions to evaluate service quality. In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The disconfirmation theory supports the gap view, meaning that when. It has been proven by some researchers that service quality is related to customer satisfaction. The aim of this paper is to present an original customer satisfaction survey conducted in the. This model can help management to better run the business and achieve higher performance. This is followed by the roles, qualities and responsibilities of the sales force for delivering on customer satisfaction. Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer and not just the company line. Customer care management model for service industry.
Based on the result of previous study, in this paper, i propose the result of investigation of influence of price to customer satisfaction, and the possibility of application of estimated prediction model for improvement of the total customer satisfaction of system product based on the price of product. Customer satisfaction a business exists for only one purpose, i. 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. It is evident from results that pay and benefits plays key role in motivating employees towards their organizational goal of higher customer satisfaction.
The relationship between customer satisfaction and customer retention has been researched for many years. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. This study extended that research to look at the antecedent effects of customer satisfaction as well as the effect of added value and gender on. Customer satisfaction cs has attracted serious research attention in the recent past. Quite understandably, marketing practitioners have often lay claim with customer satisfaction, using slogans such as our focus is customer satisfaction, or the customer is a king customer is our reason for being in business. The purpose of the study was to check the effectiveness of customer relationship management crm in retaining and satisfying customers with reference to shell pakistan. A case study of a reputable bank in oyo, oyo state. The relationship between customer satisfaction and service. This study shows that customer relationship management has significant effect on the customer satisfaction 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. A general model for the development and use of customer satisfaction questionnaires.
Pdf our paper summarizes several years research experience in the field of customer satisfaction management. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Service quality, customer satisfaction, and customer value. Network of scientific journals from latin america, the caribbean, spain and portugal. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. This utilization often goes beyond reporting statistical data such as mean, range, and standard deviation. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancyvalue concept.
The model suggested that customer perceived value is affected both by individual customer requirements and characteristics, and by the nature of the business environment. Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. A model of customer satisfaction with service encounters. This paper presents an analysis of quality, customer satisfaction and business performance in food industry. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers postpurchase decisionmaking process. In this research paper we studied customer satisfaction towards life insurance corporation of india lic, because consumer satisfaction is the first step to achieve consumer loyalty. The paper concludes with discussing the key findings and their implications, limitations, and.
The impact of internet marketing on customer satisfaction. While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for eservice context has not been addressed. International journal of management, accounting and economics vol. The university of baghdad was among the first universities to establish elearning education center for staffs and students who could not make themselves available for conventional education. Abstract this study was designed to assess the antecedents and consequences of customer satisfaction and retention in the hotel industry. 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.
Customer satisfaction does have a positive effect on an organization s profitability. Paun raluca mihaela1 master student, faculty of business and tourism, bucharest university of economic studies. Theories of customer satisfaction a number of theoretical approaches have been utilized to explain the relationship between disconfirmation and satisfaction. This is followed by the research method and data analysis and findings sections. American international journal of contemporary research vol. Pdf towards a conceptual model of customer satisfaction for. The relationship between service quality, customer satisfaction. Impact of customer satisfaction on customer retention. The importance of customer satisfaction inform the study carried out by. If customer satisfaction is the highest priority of a total quality organization, then. A model of customer satisfaction with service encounters involving failure and recovery organizations are facing more intense customer service pressures than ever before. Measuring customer satisfaction with service quality using.
Can the retailers ict enhance the impact of service recovery efforts on customer satisfaction. Journal of consumer satisfaction, dissatisfaction and complaining behavior. The acsi is a causeandeffect model showing drivers of satisfaction on the left side customer expectations, perceived quality, and perceived value, satisfaction in the centre, and outcomes of satisfaction on the right side customer complaints and customer loyalty, including customer retention and price tolerance as shown in the figure below. Customer satisfaction, product quality and performance of. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of. Effect of customer relationship management on customer. Customer satisfaction is an indicator that is generally utilized to improve goodsservices for customer retention.
440 1334 1147 152 327 1422 134 821 717 1412 751 1203 1598 522 676 739 80 727 970 1353 1035 1290 1400 1320 203 1158 445 416 918 1235 504 417 1517 1187 574 180 1081 289 89 1497 704 1299 537 1015 853 1129 86