scholarly journals A Customer Satisfaction in Mobile Telecom Industry in Chennai

2019 ◽  
Vol 8 (2S8) ◽  
pp. 386-388
Keyword(s):  
Customer Satisfaction ◽  
Positive Relationship ◽  
Consumer Loyalty ◽  
Standing Up ◽  
Telecom Industry ◽  
Mobile Telecom ◽  
The Relationship ◽  
The Way

This examination explores the relationship among consumer loyalty, client trust, exchanging cost and client dependability in portable telecom industry in Chennai.The media transmission industry in Chennai has created to be exceptionally focused, as various Telecom organizations bump for the consideration of supporters. One of the key difficulties standing up to these Telecommunication organizations is the means by which they deal with their administration quality, which holds an incredible significance to consumer loyalty. Broadcast communications organizations likewise discuss their clients being their most significant resources, much the same as organizations in different business areas. Along these lines it is vital in the present business situation to comprehend the way that the possibility of client's being an organization's most significant resources isn't only an administration hypothesis yet is an extremely vital financial certainty. As the cell business in India is one of the quickest developing areas, it is significant and intriguing to investigate the drivers of consumer loyalty in this industry.The components identified with installments and reserve funds, (for example, offers, leases, and charges) are the most noteworthy in deciding fulfillment, maintenance, and probability of changing starting with one portable supplier then onto the next. Then again, intercommunication factors, (for example, client administration, neighborly representatives, and easy to use sites) were observed to be the least noteworthy. A critical positive relationship was found among fulfillment and maintenance while a poor affiliation was seen between fulfillment/maintenance and unwaveringness.

Strategic Capabilities for the Sustainability of Small, Medium, and Micro Enterprises

2021 ◽  
pp. 17-44
Author(s):  
Sulaiman Olusegun Atiku ◽  
Abiola Afolakemi Abatan
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Positive Relationship ◽  
Innovation Capability ◽  
Strategic Objectives ◽  
Innovative Capabilities ◽  
Strategic Capabilities ◽  
The Relationship ◽  
Micro Enterprises ◽  
Strategic Capability

Sustainability of small, medium, and micro enterprises has been an issue due to the lack of strategic capability of many entrepreneurs. This chapter examines the strategic capabilities that are necessary for the sustainability of small, medium, and micro-enterprises. A literature review approach was adopted by the authors to examine the relationship between the measures of strategic capability of small, medium, and micro-enterprises, and the sustainability measures of the small, medium, and micro-enterprises. The result shows that there is a positive relationship between strategic capability and sustainability of small, medium, and micro-enterprises. The measures of strategic capability include sensing, seizing, transforming, and innovative capabilities. The sustainability measures of the small, medium and micro enterprises are strategic objectives, customer satisfaction, and retention, organisational value, networking, availability of resources, innovation capability, profitability, and organisational competitiveness.

scholarly journals The effect of CRM on employee performance in banking industry

2021 ◽  
Vol 9 (2) ◽  
pp. 295-306 ◽  
Author(s):  
Lis M. Yapanto ◽  
Ahyar Muhammad Diah ◽  
Kannapat Kankaew ◽  
Anita Kusuma Dewi ◽  
William Rene Dextre-Martinez ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Statistical Method ◽  
Multinational Corporation ◽  
Banking Industry ◽  
Employee Performance ◽  
Relationship Management ◽  
Strong Relationship ◽  
Quantitative Approach ◽  
Consumer Loyalty ◽  
The Relationship

The relationship between the organization and its clients is the life of every enterprise, whether it is a multinational corporation of several billion employees and a multi-million-deposit business or sole traders with a handful of daily customers. The relationship between the organization and its traditions is the key concern. Between these two cases, consumer relationship management (CRM) is the same in theory and may differ significantly. Both the company and consumers have some factors to meet, such as the desires and expectations of all sides, before forming a contract. We need to earn a profit to succeed and to improve clients expect excellent support, better goods and reasonable pricing. The implementation of a CRM program will impact consumer service and customer knowledge for various purposes. Likewise, adopting a CRM strategy would definitely affect consumer loyalty and awareness. CRM guarantees that consumers are happy and strengthens ties between the company and its clients. Such practices improve the partnership between customers and sales representatives. The study carried out the quantitative approach in the delivery of the questionnaire to more than 100 bank customers. In concise and inferential statistics, the data were handled using the SPSS statistical method. Data indicates that the strong relationship between consumer loyalty and customer happiness of CRM technologies occurs and the stronger the overall customer satisfaction score, the larger the volume of CRM technology deployed.

Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico

2019 ◽  
Vol 17 (4) ◽  
pp. 16-29
Author(s):  
Berenice Juárez-Lóopez ◽  
Grace Aileen Ruiz-Santoyo
Keyword(s):  
Customer Satisfaction ◽  
Emerging Economies ◽  
Customer Loyalty ◽  
Structural Equations ◽  
Quantitative Methodology ◽  
Consumer Loyalty ◽  
Positive Effects ◽  
Travel Services ◽  
The Relationship ◽  
Analyze Data

Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.

scholarly journals Can remote work during COVID-19 pandemic strengthen the link between workload and workaholism?

2021 ◽  
Vol 44 (2) ◽  
pp. 129-138
Author(s):  
Modesta Morkevičiūtė ◽  
Auksė Endriulaitienė
Keyword(s):  
Positive Relationship ◽  
Well Being ◽  
Important Variable ◽  
Remote Work ◽  
Remote Workers ◽  
Heavy Workload ◽  
The Relationship ◽  
The Way

The aim of the present study was to investigate the role of the way of doing work for the relationship between workload and workaholism during COVID-19 pandemic. A total of 668 employees working in different Lithuanian organizations participated in a study. A sample included employees who worked in the workplace (n = 331), as well as those who worked completely from home (n = 337). The levels of workaholism were measured using DUWAS-10 (Schaufeli et al., 2009). Workload was assessed with the help of the Quantitative Workload Inventory (QWI; Spector & Jex, 1998). It was revealed in a study that the higher levels of workload experienced by employees were related to the increased workaholism. It was further found that the positive relationship between workload and worka­holism was stronger in the group of complete remote workers. Overall, the findings support the idea that remote work is an important variable increasing a risk for workaholism especially for those employees who experience a heavy workload. Therefore, the ways of doing work must be considered when addressing well-being of employees.

Service quality, customer satisfaction, and loyalty in the banking sector

2018 ◽  
Vol 35 (8) ◽  
pp. 1546-1567 ◽  
Author(s):  
Samuel Famiyeh ◽  
Disraeli Asante-Darko ◽  
Amoako Kwarteng
Keyword(s):  
Organizational Culture ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Social Factors ◽  
Positive Relationship ◽  
Banking Sector ◽  
Content Type ◽  
Quality Dimensions ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty. Findings The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty. Research limitations/implications Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment. Practical implications The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.

scholarly journals Global Online Entrepreneurship and the Impact of Innovation on Brands

2015 ◽  
Vol 5 (2) ◽  
pp. 90-101 ◽  
Author(s):  
Ipek Krom
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Positive Relationship ◽  
Service Industry ◽  
Customer Relationship ◽  
Future Research ◽  
Brand Trust ◽  
Regression Analyses ◽  
The Impact ◽  
The Relationship

AbstractThe purpose of this paper is to evaluate the significance of innovation driven online entrepreneurship as well as the impact of innovation on brand trust, customer satisfaction and brand loyalty in the extent of service innovations.Global online entrepreneurship was explored on a theoretical basis and correlation and regression analyses were used in order to evaluate the impact of the innovations of Google on brand trust, customer satisfaction and brand loyalty. Furthermore correlation and regression analyses were used in order to find out the relationship between brand loyalty and brand trust and the relationship between brand loyalty and customer relationship in the extent of service industry. The results show a direct and positive relationship between innovation and brand loyalty, a direct and positive relationship between innovation and brand trust and a direct and positive relationship between innovation and customer satisfaction. Furthermore, according to the research findings brand trust and customer satisfaction have a direct and positive relationship with brand loyalty. This research is limited to Google users since it is the most popular search engine worldwide. In this article the impact of innovation on brand trust, customer satisfaction and brand loyalty was evaluated. For future research the impact of innovation on other variables of brand loyalty can be studied.The findings of this study inform the readers about the impact of brand trust, customer satisfaction and brand loyalty on innovation in the extent of service innovations driven by global online entrepreneurship. 

scholarly journals Analisis Kepuasan Konsumen Kopi pada Kedai Kopi di Wilayah Purwokerto

2021 ◽  
Vol 5 (3) ◽  
pp. 878-891
Author(s):  
Maellinda Rossi ◽  
◽  
Dyah Ethika ◽  
Indah Widyarini
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Consumer Loyalty ◽  
The Future ◽  
Minimum Age ◽  
The Relationship ◽  
Coffee Shops

Trend of drinking coffee nowadays increased the opportunity of coffee shops business for more develop. The number of coffee shops still count and it followed by the need to increase the value of customer satisfaction. Attributes of customer satisfaction will be used as indicator of measuring productivity and the viability of the coffee shops in the future. Knowledge of customer satisfaction must be balanced by the follow-up such as how much consumers willing to recommended the coffee shops (willingness to recommended) and the level of consumer loyalty. The purpose of this study to determine the characteristics of consumers, the relationship between each attribute of consumer satisfaction, and to analysis of consumer loyalty of coffee consumer at coffee shops in Purwokerto. The research was conducted by surveying three coffee shops ini Purwokerto area, namely Society Coffee, Praketa Kopi, and Singgah Book & Coffee, with the object of this research was being coffee consumers with a minimum age of 17 years old and they had being the coffee consumer one of the selected coffee shops minimum three times. The results showed that 1) most of the consumers were satisfied at level 75.80 percent. 2) The consecutively of consumer satisfaction attributes from the first place is taste and price belongs to first quadrant, facility belongs to second quadrant; menus variant and promotion belongs to third quadrant; and location belongs to forth quadrant. 3) the level of consumer loyalty is high and in good category

scholarly journals Pengaruh Atribut Produk Herbal Terhadap Kepuasan Pelanggan

2013 ◽  
Vol 1 (3) ◽  
pp. 255-262
Author(s):  
Raden Irwan Sad ◽  
Iswandi Sukartaatmadja
Keyword(s):  
Customer Satisfaction ◽  
Positive Relationship ◽  
Coefficient Of Determination ◽  
Product Attributes ◽  
Herbal Products ◽  
Customer Expectations ◽  
Know How ◽  
Good Product ◽  
Marketing Activities ◽  
The Relationship

Given the company's product attributes can know how much the level of customer satisfaction the company's products. To that end, the company has its own unique way and in a typical product attributes that customers will feel satisfied when buying products. Marketing activities can be done by improving and providing innovation to the product will be in production. Where products are manufactured must have a good product attributes in accordance with customer expectations, and creating customer satisfaction. This study aims to know the attributes of Herbal Products manufactured by Raudhoh. To find out the customer satisfaction in taking Herbal Products from Raudhoh. To determine the effect of product attributes on customer satisfaction Herbal Products Brand Raudhoh Raudhoh on international companies. The results showed the customer satisfaction of international raudhoh herbal products is 9.781. The calculated value of the correlation coefficient of 0.676 is obtained which means that there is a significant relationship with the closeness of the relationship strong and positive relationship between product attributes to customer satisfaction. the results obtained from the coefficient of determination 0.457, which means that the community has a contribution of 45.7% in creating customer satisfaction, and the rest is influenced by other factors   Keywords: product attributes, customer satisfaction

scholarly journals SERVICE QUALITY AND CUSTOMER SATISFACTION INCREASING LOYALTY OF PASSENGERS RO-RO FERRY BAKAUHENI

2021 ◽  
Vol 1 (1) ◽  
pp. 79-92
Author(s):  
Reza Fauzi Jaya Sakti ◽  
Prima Widiyanto ◽  
Primadi Candra Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Positive Relationship ◽  
Descriptive Analysis ◽  
Ticket Sales ◽  
Parking Management ◽  
Set Up ◽  
Relationship Of ◽  
The Relationship

This study uses a quantitative method with descriptive analysis, distributing questionnaires to passengers or users of the roro ship in Bakaheuni, Merak. This research was conducted with the objectives of the research being: To find out how the online ticket sales system is based, To find out the handling of delays on ro-ro ferries, To find out how to set up parking management at the wharf, To find out how to optimize the dock operation, To find out the process of managing the operating fleet. Result of this research the magnitude of the positive relationship of service quality and customer satisfaction with service passenger loyalty of 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.

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