Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

1994 ◽  
Vol 58 (3) ◽  
pp. 53-66 ◽  
Author(s):  
Eugene W. Anderson ◽  
Claes Fornell ◽  
Donald R. Lehmann
Keyword(s):  
Customer Satisfaction ◽  
Market Share ◽  
Return On Investment ◽  
Positive Impact ◽  
Empirical Support ◽  
Economic Benefits ◽  
Economic Returns ◽  
Satisfaction Index ◽  
New Findings

Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in turn, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Finally, two new findings emerge: First, the market's expectations of the quality of a firm's output positively affects customers’ overall satisfaction with the firm; and second, these expectations are largely rational, albeit with a small adaptive component.

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

Economic returns of family planning and fertility decline in India, 1991–2061

2021 ◽  
pp. 1-33
Author(s):  
Srinivas Goli ◽  
K. S. James ◽  
Devender Singh ◽  
Venkatesh Srinivasan ◽  
Rakesh Mishra ◽  
...  
Keyword(s):  
Family Planning ◽  
Return On Investment ◽  
Unmet Need ◽  
Economic Returns ◽  
Reproductive Health Care ◽  
The World ◽  
Potential Benefits ◽  
Education And Employment ◽  
Global Evidence

Abstract Investment in family planning (FP) provides returns through a lifetime. Global evidence shows that FP is the second-best buy in terms of return on investment after liberalizing trade. In this study, we estimate the cumulative benefits of FP investments for India from 1991 to 2016 and project them up to 2061 with four scenarios of fertility levels. The findings suggest that India will have greater elasticity of FP investments to lifetime economic returns compared to the world average (cost–revenue ratio of 1:120). We have taken four scenarios for the goalpost, viz., 2.1, 1.8, 1.6, and 1.4. Although different scenarios of total fertility rate (TFR) levels at the goalpost (i.e., the year 2061) offer varied lifetime returns from FP, scenario TFR < 1.8 will be counterproductive and will reduce the potential benefits. With a comprehensive approach, if the country focuses more on improving the quality of FP services and on reducing the unmet need for FP to enhance reproductive health care and expand maximum opportunities for education and employment for both women and men, it can improve its potential to reap more benefits.

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

scholarly journals INCREASING KNOWLEDGE ABOUT FACTORS OF QUALITY OF EDUCATION

2014 ◽  
Vol 2 (2) ◽  
pp. 99-105
Author(s):  
Peter Madzík ◽  
Miroslav Hrnčiar ◽  
Zuzana Škutchanová
Keyword(s):  
Customer Satisfaction ◽  
Statistical Processing ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Study Results ◽  
Perception Of Quality ◽  
Increasing Knowledge

This article presents a study of an important attribute that influences students' perception of quality of education – their own study results. The influence of this attribute on the perceived quality of education is examined by formulating hypothesis and statistical processing of data acquired by menas of a survey among graduates. The hypothesis consisted of two researched attributes – study results of students, and graduates' satisfaction with their studies. Questions concerning the second attribute were formulated using methods for calculation of the customer satisfaction index. Statistical examination proved dependence of these two attributes.

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

scholarly journals Assessment of Customer Satisfaction as an Element Deciding About Enterprise's Competitiveness

2018 ◽  
Vol 1 (1) ◽  
pp. 657-664 ◽  
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Satisfaction Index ◽  
Goods And Services ◽  
Individual Determinants ◽  
Quality Design ◽  
High Level ◽  
Enterprise's Competitiveness ◽  
Research Service

Abstract Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

2019 ◽  
Vol 7 (4) ◽  
pp. 147-153
Author(s):  
Dewi Suranti ◽  
Yupianti Yupianti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Evidence ◽  
Agricultural Extension ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

scholarly journals Biochemical and economical effect of application biostimulants containing seaweed extracts and amino acids as an element of agroecological management of bean cultivation

2020 ◽  
Vol 10 (1) ◽  
Author(s):  
Sławomir Kocira ◽  
Agnieszka Szparaga ◽  
Patryk Hara ◽  
Krzysztof Treder ◽  
Pavol Findura ◽  
...  
Keyword(s):  
Amino Acids ◽  
Antioxidant Activities ◽  
Positive Impact ◽  
Economic Benefits ◽  
Starch Accumulation ◽  
Seaweed Extracts ◽  
Growing Seasons ◽  
Data Application ◽  
Bean Plants

Abstract The implementation of agronomic activities, based on the use of biostimulants, is an important element of agroecological practices. Therefore, comprehensive research was carried on the use of biostimulants. A field experiment was performed in 2016–2018 with common bean of Mexican Black cultivar. In particular growing seasons, bean plants were treated with Kelpak SL (seaweed extracts) and Terra Sorb Complex (free amino acids) in the form of single and double spraying with two solutions concentrations. According to the obtained data, application of biostimulants increased the yield of bean. Better results were observed after the use of Kelpak SL. The application of preparations influenced nutritional and nutraceutical quality of bean seeds. Terra Sorb Complex caused the highest increase in proteins level. In the light of achieved data, biostimulants in similar level decreased the starch accumulation. The most promising results, in the context of nutraceutical value of bean, were obtained in the case of increasing level of fiber. A positive impact of biostimulants on the seeds antioxidant potential was noted, expressed by the increased synthesis of phenolics, flavonoid, anthocyanins and antioxidant activities. Results of this study, directly indicate economic benefits from the use of biostimulants, which are extremely important to the farmers.

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