New insights on satisfaction prototypes for segmentation: Focus on customer experience

2021 ◽  
pp. 135676672110605
Author(s):  
Lola C. Duque ◽  
Maria-Carme Riera-Prunera
Keyword(s):  
Empirical Study ◽  
Perceived Value ◽  
Customer Experience ◽  
Theme Park ◽  
Level Of Satisfaction ◽  
Key Drivers ◽  
Service Experiences

This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments’ satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers.

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

NJ Transit’s MidTOWN Direct Service: Are Customers Satisfied?

1998 ◽  
Vol 1623 (1) ◽  
pp. 121-126
Author(s):  
Janice Pepper ◽  
Ana Ray
Keyword(s):  
Customer Satisfaction ◽  
Measurement Techniques ◽  
Fine Tuning ◽  
Regional Impacts ◽  
Level Of Satisfaction ◽  
Service Option ◽  
Key Driver ◽  
Key Drivers ◽  
The Impact ◽  
Rail Service

NJ TRANSIT routinely sets service quality goals, monitors them, and uses the results to improve service. To support this business practice, NJ TRANSIT conducts customer satisfaction surveys of rail customers to understand customers’ needs and their level of satisfaction. On June 10, 1996, NJ TRANSIT initiated new rail service on its Morris and Essex rail lines called MidTOWN DIRECT. To assess the regional impacts of this major transit investment and to gain a better understanding of customers’ response to the new service, NJ TRANSIT conducted a survey of riders that included a customer satisfaction component. This study provided an opportunity for NJ TRANSIT to test the impact on customer satisfaction of introducing a new service option in a corridor that had well-established rail service. The study also provided insights into designing customer satisfaction measurement techniques for application during and after the implementation of significant new service offerings. To determine satisfaction levels of customers regarding the new service on the Morris and Essex Lines, and to determine whether the key drivers of satisfaction had changed, several statistical analyses were conducted. Several significant findings resulted from this customer satisfaction study. Several components of the MidTOWN DIRECT rail service required fine-tuning, especially with regard to frequency, on-time performance, and mechanical reliability. Although the satisfaction ratings were lower than initially expected, the availability of key driver satisfaction data can provide fast, targeted direction for service improvements that will pay the greatest dividends with customers.

Using fuzzy Indicators in customer experience analytics

2020 ◽  
pp. 1-14
Author(s):  
Carolina Nicolas ◽  
Jaime Gil-Lafuente ◽  
Angélica Urrutia ◽  
Leslier Valenzuela-Fernández
Keyword(s):  
Empirical Study ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Customer Experience ◽  
Model Analysis ◽  
Equation Model ◽  
Online Environment ◽  
Inference Method ◽  
Relevant Today ◽  
Interactive Experience

The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important.

scholarly journals CUSTOMER RETENTION STRATEGIES AT HYPERMARKETS IN JAKARTA

2016 ◽  
Vol 9 (2) ◽  
pp. 127
Author(s):  
Willy Arafah
Keyword(s):  
Perceived Value ◽  
Customer Retention ◽  
Customer Experience ◽  
Marketing Strategies ◽  
Theory And Practice ◽  
Continuance Intention ◽  
Retention Strategies ◽  
Important Indicator ◽  
Intention To Continue

Today many Hypermarket growing in Jakarta, although Jakarta market is very large and seems very promising, Hypermarkets are finding it tough to be profitable in Jakarta. One of the marketing strategies is to focus on retaining the existing customer as they are three time more profitable than looking for the new one. In this research we examine the factor that influence customer intention to continue purcjhasing from Hypermarkets in Jakarta. The results show that customer’s perceived value is an important indicator of customer continuance intention, as are the loyalty incentives provided by the Supermarkets. Moreover, convenience is more important for customer in these markets than enjoyments. Hypermarkets can increase customer retention by focusing their strategies in making customer experience more valuable and convenient. Implication for theory and practice are also discusses in this research

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