Increasing Customer Satisfaction in Mobile Applications in the Digitalized World in Terms of Usability: Model Application

Purpose This paper aims to discuss the customer satisfaction drivers of Russian tourists choosing hotels in Europe. Design/methodology/approach The study is focused on tangible aspects of the hotel service product adopted from the European Hotel Guest Satisfaction Index by J.D. Power. Research methodology is based on the Kano model that enables satisfaction driver classification based on the level of their impact. Data collection was conducted via online panel representative for 1 million+ Russian cities, totaling 1,238 respondents. Findings This paper reveals groups of customer satisfaction drivers by their impact from attractive to expected and indifferent, as well as customer preference profile by age, overall travel experience and trip purpose (recreational, sightseeing or active tourism). Research limitations/implications This paper focuses on the tangible attributes of hotel experience; the survey sample composed of Russian tourists that evaluated their satisfaction with hotels in Europe. Practical implications As a result of the study, the authors test Kano model application in the hospitality and tourism industry, providing hotel managers with an advanced yet easy to use customer satisfaction measurement tool. Also, the authors demonstrate substantial differences in customer satisfaction drivers by groups that can be used to plan product development. “Expected” and “one-dimensional” groups of product features would cause customer dissatisfaction if missing and should be the first priority of management. Interestingly after a certain level, “expected” factors have no marginal value, so their improvement by the hotel management should be limited. On the other hand, “attractive” factors boost customer satisfaction while present but with no negative impact if they are absent; that makes this group the second priority for hotel management. Factor distribution by group is different for various customer segments that can also be taken into consideration when designing the marketing communications of a hotel. Originality/value In this research, the authors use the Kano model to identify customer satisfaction drivers in the hospitality and tourism industry. This methodology enables in-depth analysis of the factors’ impact and provides understanding of the accommodation product improvement potential based on customer perception. The authors suggest several groups of factors and demonstrate that certain high-impact satisfaction drivers have zero incremental value for customers.

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Kano model application in new product development and customer satisfaction (adaptation of traditional art of tile making to jewelries)

Procedia - Social and Behavioral Sciences ◽

10.1016/j.sbspro.2011.09.058 ◽

2011 ◽

Vol 24 ◽

pp. 829-846 ◽

Cited By ~ 16

Author(s):

Bilsen Bilgili ◽

Aysel Erciş ◽

Sevtap Ünal

Keyword(s):

Customer Satisfaction ◽

Product Development ◽

New Product Development ◽

New Product ◽

Kano Model ◽

Model Application ◽

Traditional Art

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M-Service Quality of Telecom Companies in Qatar

10.29117/quarfe.2021.0158 ◽

2021 ◽

Author(s):

Abdulla Nasser Alemadi ◽

Emad Abushanab

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Information Content ◽

Mobile Applications ◽

Ease Of Use ◽

Equation Modeling ◽

Mobile Service ◽

Quality Factors ◽

Proposed Model ◽

Application Design

Today, although mobile applications make our lives easier, the service quality provided by such applications has become a vital element in increasing customer satisfaction. This research paper aims to identify the significant mobile service quality factors (Application Design, Ease of Use, Information Content, Reliability, Responsiveness, Empathy, Security and Prices and offers) that influence customer satisfaction and loyalty in Qatar’s telecommunications sector. To answer the research question and test the hypotheses that form the study model, data were collected through an online questionnaire of 195 random customers who use Ooredoo or Vodafone mobile applications in Qatar. The proposed model was evaluated using partial least squares structural equation modeling (PLS-SEM). The results show that Ease of Use, Information Content, Responsiveness, and Security are the most significant factors that affect M-Customer Satisfaction. Also, there is a strong relationship between M-customer Satisfaction and M-loyalty. On the contrary, Application Design, Reliability, Empathy, and Prices and offers did not affect M-customer satisfaction. Thus, the managers in telecommunication companies should adopt a strategy that focuses on the M-service quality factors that most influence M-customer satisfaction to increase customer satisfaction rates and loyalty to their products and services. It will also help reduce overall costs by delivering those products and services to a higher proportion of customers through the mobile application rather than physical branches. This paper also helps the researchers use the proposed model in future research to understand these relationships in other countries better.

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Data Mining-Based Evaluating the Customer Satisfaction for the Mobile Applications

Tools and Techniques for Implementing International E-Trading Tactics for Competitive Advantage - Advances in E-Business Research ◽

10.4018/978-1-7998-0035-4.ch015 ◽

2020 ◽

pp. 320-339

Author(s):

Hasan Dinçer ◽

Serhat Yüksel ◽

Zehra Nur Canbolat ◽

Fatih Pınarbaşı

Keyword(s):

Data Mining ◽

Customer Satisfaction ◽

Mobile Applications ◽

Credit Card ◽

Banking Industry ◽

Fuzzy Dematel ◽

Data Mining Approach ◽

Card Payment

The aim of this study is to evaluate the customer satisfaction for mobile applications in the Turkish banking industry. For this purpose, the last 500 customer comments of 24 different Turkish deposit banks' mobile applications are analyzed with data mining approach. In this process, the most frequent one keyword, two keywords and three keywords are identified, and the most important dimensions are classified into four different categories. Secondly, IT2 fuzzy DEMATEL methodology is considered to weight these dimensions. The findings show that operational and usability are the most important dimensions regarding the customer satisfaction in mobile applications. This situation explains that customers give importance to the quality and variability of the services given by the mobile applications. Hence, it is recommended that different services, such as credit card payment and money transferring should be provided in these applications by the banks. Another important point is that these applications should be designed effectively so that the customer can easily make their operations.

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