VALIDATING A COURSE DESCRIPTION: UNKNOWN CUSTOMER EXPECTATIONS

2017 ◽  
Author(s):  
Jolan Velencei
Keyword(s):  
Customer Expectations

PENGARUH INPUT PROSES RELATIONSHIP MARKETING TERHADAP OUTPUT PROSES RELATIONSHIP MARKETING

2019 ◽  
Vol 27 (2) ◽  
pp. 190-206
Author(s):  
Surawan Setya Budi S
Keyword(s):  
Relationship Marketing ◽  
Research Use ◽  
Measuring Instrument ◽  
Total Quality ◽  
Input Process ◽  
Customer Expectations ◽  
Simultaneous Test ◽  
Marketing Process ◽  
Process Understanding ◽  
The Relationship

This research use relationship marketing teory which applied 4 factor of input process understanding customer expectations, building service partnerships, empowiring employers, and total quality management, and output relationship marketing process: customer satisfaction and customer layalty. The objective of this research is to find out wich factors of input process that has more impact on the output process in relationship marketing. There are 60 trusted correspondencea from Grand Inna Malioboro Hotel customer whom at least have been stayed at the hotel three times. The method of collecting data in these research use questioners and Likert scale measuring instrument 5 points that will be tested by the instrument and analyzed by using regressision analysi the simultaneous test of variabel for the relationship marketing input s. The result of the instrument shows the items used are valid and reliable. It displays the outpout process passed the assumtions test, while the signifikacant relationship marketingto the output of relationtionship marketing, For the passive test of vareable input process relationship marketing with the ouput process relationship marketing shows all significant variables unless vareabel understands customer expectations does not have a significant effect on the process of output relationship marketing

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Changing Customer expectations & preferences in Indian Banking

2011 ◽  
Vol 1 (6) ◽  
pp. 200-202
Author(s):  
Smita S Shetty ◽  
Keyword(s):  
Customer Expectations

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

Customer-centric Compensation Plans: Linking Compensation Plans of Employees in Indian Restaurants with Expectations of Customers

2015 ◽  
Vol 4 (2) ◽  
Author(s):  
Debtanu Lahiri
Keyword(s):  
Pay For Performance ◽  
Exploratory Research ◽  
Priority List ◽  
Compensation Plans ◽  
Customer Expectations ◽  
Customer Preferences ◽  
Variable Pay ◽  
Two Factors ◽  
Customer Segment ◽  
Service Ranking

The paper attempts at establishing alignment between compensation plans for employees in restaurants with customer preferences obtained by means of an exploratory research. The findings of the research indicate that food & beverage, cleanliness & comfort, assurance, personal attention, and special feeling are the dominant factors shaping customer expectations in India. Two different categories of customers were identified based on whether they prioritized dining experience or the tangibles associated with service. Ranking of priorities was done on the basis of the mean scores obtained in each of the factors mentioned above. For customers prioritizing tangibles, Special Feeling obtained the lowest score and featured at the bottom of the list. Food & Beverage, on the other hand, remained the top priority for customers across both categories. For the purpose of designing pay-for-performance plans, restaurants were categorized on the basis of their target customer segment. The percentage of variable pay was decided on two factors, (i) degree of control enjoyed by the employee and (ii) strategic importance of the particular function. The kitchen staffs were assumed to have suitable control over the Food & Beverage factor and the front-house staffs over the factors Assurance, Personal Attention and Special Feeling. To ascertain the strategic importance of a particular factor, the score obtained by it as well as its rank in the priority list were taken into consideration. Following this, suitable parameters for assessing the performance of employees were identified and their relevance discussed in some detail.

scholarly journals The Necessity of Recycling of Waste Li-Ion Batteries Used in Electric Vehicles as Objects Posing a Threat to Human Health and the Environment

Recycling ◽  
2021 ◽  
Vol 6 (2) ◽  
pp. 35
Author(s):  
Agnieszka Sobianowska-Turek ◽  
Weronika Urbańska ◽  
Anna Janicka ◽  
Maciej Zawiślak ◽  
Jędrzej Matla
Keyword(s):  
Automotive Industry ◽  
Morphological Characteristics ◽  
Lithium Ion ◽  
Li Ion Batteries ◽  
Customer Expectations ◽  
Lithium Ion Cells ◽  
Improper Use ◽  
Complex Chemical Composition ◽  
Li Ion ◽  
Legal Restrictions

The automotive industry is one of the fastest-growing sectors of the modern economy. Growing customer expectations, implementing solutions related to electromobility, and increasingly stringent legal restrictions in the field of environmental protection, determine the development and introduction of innovative technologies in the field of car production. To power the most modern vehicles that include electric and hybrid cars, packages of various types of lithium-ion cells are used, the number of which is constantly growing. After use, these batteries, due to their complex chemical composition, constitute hazardous waste that is difficult to manage and must be recycled in modern technological lines. The article presents the morphological characteristics of the currently used types of Li-ion cells, and the threats to the safety of people and the environment that may occur in the event of improper use of Li-ion batteries and accumulators have been identified and described on the basis of the Regulation of the European Parliament and Council (EC) No. 1272/2008 of 16 December 2008 and No. 1907/2006 of 18 December 2006 on the classification, labeling and packaging of substances and mixtures and the registration, evaluation, authorization and restriction of chemicals (REACH), establishing the European Chemicals Agency.

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

2015 ◽  
Vol 7 (4) ◽  
pp. 424-441 ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Dzuljastri Abdul Razak
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Educational Background ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Customer Expectations ◽  
Banking Service ◽  
Significant Difference

Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Design/methodology/approach – This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation. Research limitations/implications – This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks. Originality/value – The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.

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