E-government evaluation: The use of design science approach to build and evaluate customer satisfaction theoretical framework

2012 ◽  
Author(s):  
Wong Meng Seng
Keyword(s):  
Customer Satisfaction ◽  
Design Science ◽  
Theoretical Framework ◽  
Science Approach

scholarly journals Data Analytics Systems and SME type – a Design Science Approach

2018 ◽  
Vol 126 ◽  
pp. 1162-1170 ◽  
Author(s):  
Patrick Ulrich ◽  
Wolfgang Becker ◽  
Alexandra Fibitz ◽  
Eva Reitelshöfer ◽  
Felix Schuhknecht
Keyword(s):  
Data Analytics ◽  
Design Science ◽  
Type A ◽  
Science Approach

Customer Centric Marketing Strategies

2015 ◽  
pp. 666-708
Author(s):  
Elsa Serpico ◽  
Barbara Aquilani ◽  
Alessandro Ruggieri ◽  
Cecilia Silvestri
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Theoretical Framework ◽  
Marketing Strategies ◽  
Joint Effects ◽  
Online Environments ◽  
Tools And Methods ◽  
Strong Relationships

Building strong relationships with customers has become strategic for firms wishing to sustain their competitive advantage. In order to reach this goal, it is fundamental to continuously work towards an even higher experienced customer satisfaction. Thus, the aim of this chapter is: (a) to review customer satisfaction studies in both offline and online environments, (b) to analyze tools and methods already used to measure it, and (c) to propose a new, comprehensive, and complete theoretical framework that helps evaluate e-customer satisfaction. The last point represents a prerequisite to reach a best and exhaustive understanding of e-customer satisfaction, able to take into account the joint effects of its different antecedents and clearly suggest how to design and shape a website in order to generate an even higher overall customer satisfaction online.

Analyzing Online Customer Satisfaction

2019 ◽  
Vol 8 (1) ◽  
pp. 1-12
Author(s):  
Jennifer H. Gao
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Mainland China ◽  
Theoretical Framework ◽  
Future Research ◽  
Perceived Benefits ◽  
Regression Analyses ◽  
Product Selection ◽  
Product Risk ◽  
Hedonic Enjoyment

Online shopping is becoming more and more popular in China. This study investigates factors that might influence customer satisfaction towards online shopping. A theoretical framework was established to explain causal relationships between perceived benefits, perceived risks, trust in online shopping and customer satisfaction. Data was collected from 402 respondents who had experience in online shopping in mainland China. Correlations and regression analyses were done to reveal that three factors of perceived benefits (i.e., shopping convenience, product selection, and hedonic enjoyment), product risk, and trust in online shopping were significant predictors of customer satisfaction. Implications for e-marketers were discussed, and limitations and future research were presented.

A Study on Impact of Gender Differences on Customer Satisfaction, Case of Educational Sphere

2017 ◽  
Vol 3 (1) ◽  
pp. 14-18 ◽  
Author(s):  
Ahmed Mansoora
Keyword(s):  
Gender Differences ◽  
Gender Difference ◽  
Customer Satisfaction ◽  
Theoretical Framework ◽  
Service Encounter ◽  
Educational Context ◽  
Research Studies

This research studies the effects of gender difference on customer satisfaction in a service encounter, and by applying this concept it proposes a theoretical framework to investigate the relation of impact gender difference can have with customer satisfaction (i.e. students) during a service encounter (i.e. teacher to student in a classroom) in an educational context. This study also proposes hypothesis to study this relationship deeper in educational sphere.

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