Exploring the Impact of Persuasive Features on Customer Satisfaction Levels of E-Commerce Websites Based on the Kano Model

2021 ◽  
pp. 178-192
Author(s):  
Muna M. Alhammad ◽  
Isaac Wiafe ◽  
Stephen R. Gulliver
Keyword(s):  
Customer Satisfaction ◽  
Kano Model ◽  
The Impact

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

2013 ◽  
Vol 31 (1) ◽  
pp. 32-52 ◽  
Author(s):  
Gerson Tontini ◽  
Jaime Dagostin Picolo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Gap Analysis ◽  
New Method ◽  
Kano Model ◽  
Attribute Importance ◽  
Content Type ◽  
Customer Dissatisfaction ◽  
The Impact

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on customer satisfaction. Design/methodology/approach – Two studies were carried out, one with users of mobile phones and another with users of a fitness centre. Mobile phone users answered questions about 24 attributes, of which six were incremental innovations at the time of the research. Users of the fitness centre answered questions about 16 attributes, of which three were incremental innovations. Findings – Both case studies show that diagonal IPA overcomes two limitations of original IPA, in terms of IPA's failure to address: the high correlation between stated importance and customer satisfaction and the non-linear relationship between attribute performance and customers’ satisfaction. However, diagonal IPA is unable to identify the possible impact of incremental innovations on customer satisfaction. Thus, IGA is formulated to overcome both the problems with original IPA and the limitation of diagonal IPA. Research limitations/implications – The new method, IGA, uses expected customer dissatisfaction as a measure of attribute relevance. Its relationship with other methods used to evaluate attribute importance should be studied in the future. Originality/value – The paper presents a new method (IGA) that is able to overcome problems of original and diagonal IPA methods and is also able to identify the possible impact of incremental innovations on customer satisfaction.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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