Green Customer Satisfaction

2019 ◽  
pp. 153-180
Author(s):  
Violeta Sima ◽  
Ileana Georgiana Gheorghe
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Evaluation Model ◽  
Integrated Approach ◽  
Green Product ◽  
New Approach ◽  
Product Service ◽  
Green Strategy ◽  
Definition Of ◽  
The U.S

This chapter aims to identify those factors that determine green consumer satisfaction, having as the emerging point the definition of consumer behavior and the concept of sustainable development. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal is identifying the drivers of the consumer purchasing. The authors identify three main specific levels of the green dimension of customer satisfaction. They are related to: Company, Product/Service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective are presented. According to the U.S. consultancy Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix, taking into consideration green planning, green processes, green product and green promotion. The authors add two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

Green Customer Satisfaction

2015 ◽  
pp. 61-86
Author(s):  
Violeta Sima ◽  
Ileana Georgiana Gheorghe
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Evaluation Model ◽  
Integrated Approach ◽  
Green Product ◽  
New Approach ◽  
Product Service ◽  
Green Strategy ◽  
Definition Of ◽  
The U.S

This chapter aims to identify those factors that determine green consumer satisfaction, having as the emerging point the definition of consumer behavior and the concept of sustainable development. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal is identifying the drivers of the consumer purchasing. The authors identify three main specific levels of the green dimension of customer satisfaction. They are related to: Company, Product/Service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective are presented. According to the U.S. consultancy Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix, taking into consideration green planning, green processes, green product and green promotion. The authors add two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

Customer Satisfaction in the Consumption of Green Products

2019 ◽  
pp. 1161-1194 ◽  
Author(s):  
Violeta Sima ◽  
Ileana Georgiana Gheorghe
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Evaluation Model ◽  
Integrated Approach ◽  
Green Product ◽  
New Approach ◽  
The Sustainable Development ◽  
Product Service ◽  
Green Strategy ◽  
Development Concept

This chapter aimed to identify those factors that determine the green consumer satisfaction, having as the emerging point the consumer behavior definition and the sustainable development concept. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal was identifying the drivers of the consumer purchasing. The authors identified three main areas of the green dimension of customer satisfaction. They are related to Company, Product/service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective have been presented. According to research from Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix taking into considerations green planning, green processes, green product, and green promotion. The authors added two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

Customer Satisfaction in the Consumption of Green Products

2017 ◽  
pp. 59-92
Author(s):  
Violeta Sima ◽  
Ileana Georgiana Gheorghe
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Evaluation Model ◽  
Integrated Approach ◽  
Green Product ◽  
New Approach ◽  
The Sustainable Development ◽  
Product Service ◽  
Green Strategy ◽  
Development Concept

This chapter aimed to identify those factors that determine the green consumer satisfaction, having as the emerging point the consumer behavior definition and the sustainable development concept. The authors propose a new approach of the dimensions of the evaluation model for customer satisfaction including a new one, called The Green Dimension. An important goal was identifying the drivers of the consumer purchasing. The authors identified three main areas of the green dimension of customer satisfaction. They are related to Company, Product/service, and Price. Then some considerations regarding an integrated approach of strategic mix from a ‘green' perspective have been presented. According to research from Boston Consulting Group, in order to obtain a Green Advantage, companies should enhance their strategic mix taking into considerations green planning, green processes, green product, and green promotion. The authors added two more elements, namely people and eco-efficiency, resulting “The Green Strategy Mix”.

scholarly journals Verifying dynamic Kano’s model to support new product/service development

2018 ◽  
Vol 11 (3) ◽  
pp. 569 ◽  
Author(s):  
Yuri Borgianni
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Service Development ◽  
Customer Preferences ◽  
Empirically Supported ◽  
Market Launch ◽  
Product Service ◽  
Kano’S Model ◽  
Definition Of ◽  
Quantitative Indicators

Purpose: Although firms try to shorten time-to-market, the duration of product development projects might anyway jeopardize the assumptions made at the beginning of the design process. This includes the definition of product attributes for ensuring customer satisfaction, thus forecasting techniques could be worthwhile. Within Kano’s method, trajectories of quality attributes have been identified and they can be potentially useful to the scope, but they have not been carefully verified.Design/methodology/approach: The paper takes on the above verification challenge by exploring studies of customer satisfaction conducted by means of Kano’s model regarding manifold industrial fields. The paper focuses on changes in the relevance of customer requirements reported in different contributions and analyses data statistically.Findings: The dynamic trajectories outlined in Kano’s model are partially confirmed and they are valuable in the mid-term to predict changes in customer preferences. The use of quantitative indicators portraying the extent of customer satisfaction and dissatisfaction leads to more reliable predictions.Research limitations/implications: In order to use as many data as possible, information has been used from different industrial fields, which can exhibit different paces in changes of customer preferences.Practical implications: The results benefit firms willing to have a clearer picture of customer main drivers for customer satisfaction at the time of market launch, although customer surveys are conducted at the beginning of product development projects.Originality/value: The paper puts into question previous assumptions about modifications of customer preferences, which, however are just empirically supported and assesses how these can be exploited in a reliable way.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN LAYANAN DENGAN METODE IMPORTANCE PERFOMANCE ANALYSIS (STUDI KASUS MIE RAMPOK JIMBARAN)

2018 ◽  
Vol 6 (1) ◽  
pp. 45
Author(s):  
Mei Kurnia ◽  
Amna Hartiati ◽  
I Ketut Satriawan
Keyword(s):  
Quality Assurance ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Interior Design ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Product Availability ◽  
Product Service ◽  
Skilled Staff

This study aims to know about the primary attributes at Mie Rampok Jimbaran to get the consumer satisfaction to know the grade of consumer satisfaction on product and service at Mie Rampok Jimbaran, and to choose which attributes should be the priority to be inproved by the company to achive the consumer satisfaction.  The study was conducted at Mie Rampok Jimbaran. The Sample is 98 respondents used judgement sampling method. The data collected by distributed questionnaires and directly to respondents. The study using importance performance analysis (IPA) method. The result showed that the highest grade of cunsomer satisfaction for product was variant of product with the compatibility level of 102,11 %. The lowest grade of customer satisfaction for product was product quality assurance with the compatibility level of 86,18 %. The highest grade of customer satisfaction for service was interior design is unique with the compatibility level 101,01 %. The lowest grade of  customer satisfaction for service was staff quick to treat consumer with the compatibility level of 88,97 %. The attributes that must have priority for product is product quality assurance, ingredients to used for product and product availability. The attributes that must have priority for service is the skilled staff, staff giving clear informations for consumer, staff quick to helping consumer and staff quick to treat consumer.        Keywords: consumer satisfaction, Importance Perfomance Analysis, product, service.

scholarly journals Identifying Factors that Affect Consumer Satisfaction of Parklatz Café in Ponorogo City, East Java, Indonesia: An Application of Exploratory Factor Analysis

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Adib Susilo
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Exploratory Factor Analysis ◽  
Consumer Satisfaction ◽  
Likert Scale ◽  
Service Satisfaction ◽  
Varimax Rotation ◽  
Product Service

This study aims to find out how the exploratory factor analysis (EFA) conducted which can be used in further research. Also to find out how the factors need to be grouping and then confirmed to assess the degree to which the data meet the expected structure. The author has conducted a survey of 124 respondents. The respondents were asked to give their responses on a five-point Likert scale through a questionnaire. The data has been analyzed with exploratory factor analysis (EFA) using Varimax rotation, which reduced the data into several factors. The findings of this study indicate that product, service satisfaction, price satisfaction, promotion, and customer hospitality influence customer satisfaction of Parklatz Café in Ponorogo City.

scholarly journals Managing the Competitiveness of Moscow Underground (Metro) Based on Consumer Satisfaction

2021 ◽  
pp. 1-13
Author(s):  
Irina Lopatinskaya ◽  
Natalia Ivashkova ◽  
Galina Timokhina ◽  
Irina Skorobogatykh, ◽  
Irina Shirochenskaya ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Technical Quality ◽  
Management Decisions ◽  
Product Service ◽  
Kano’S Model ◽  
Consumer Assessments ◽  
Metro System

This article presents an original methodology of consumer assessments of satisfaction with the quality of a product/service based on N. Kano's model; the article describes a study of customer satisfaction with the technical quality of Moscow underground (metro) services carried out in accordance with the methodology developed by the authors aimed at justifying management decisions to increase the competitiveness of metro system.

Seeing, imagined, and lived

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Anandi Silva Knuppel
Keyword(s):  
Sensory Experience ◽  
Religious Practices ◽  
Daily Lives ◽  
New Approach ◽  
Theories Of Practice ◽  
Sources Of Authority ◽  
Definition Of

Scholarship on Hindu traditions and practices proposes the practice of darshan as fundamental to Hindu traditions, particularly in temple worship, observing that devotees seek out images of deities primarily to see them and “receive” their darshan. These works typically gloss the definition of darshan with a sentence or two about seeing, exchanging glances, and/or receiving blessings. In this paper, I focus on the ways in which darshan is ideally imagined in conjunction with other bodily sensory practices through sources of authority, such as texts and senior devotees, to create a specific sensory experience and expectation in the transnational Gaudiya Vaishnava community. I then look to the lived realitiesof darshan in this tradition, specifically how devotees negotiate the structures created through sources of authority in their daily lives. Through this juxtaposition of idealized and lived darshan, I argue that we need a new approach towards theories of practice to take into account the complexities of darshanic moments in this and other religious practices.

Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

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