Multi-Channel Retailing and Customer Satisfaction

2010 ◽  
pp. 165-177
Author(s):  
Patricia T. Warrington ◽  
Adam Hagen ◽  
Richard Feinberg
Keyword(s):  
Customer Satisfaction ◽  
The Internet ◽  
Customer Dissatisfaction

Customer satisfaction/dissatisfaction can occur at/after the store, on the telephone, on the internet, after a catalog purchase. Customer satisfaction leads to repurchase/loyalty. Customer dissatisfaction leads to lower repurchase/loyalty. However, no research has looked at how satisfaction/dissatisfaction (S/D) in one channel affects the repurchase/loyalty in the same or different channels and the same/different stores. While S/D will increase/decrease the S/D in the same channel it does not always affect S/D in other channels the same way. In addition, S/D in a channel in one retailer may affect S/D in that same channel but in a different retailer.

EXPRESS: Despite Efficiencies, M&As Reduce Firm Value by Hurting Customer Satisfaction

2021 ◽  
pp. 002224292110242
Author(s):  
Nita Umashankar ◽  
S. Cem Bahadir ◽  
Sundar Bharadwaj
Keyword(s):  
Customer Satisfaction ◽  
Firm Value ◽  
Negative Relationship ◽  
Dark Side ◽  
Executive Attention ◽  
Firm Efficiency ◽  
Upper Echelons Theory ◽  
Quasi Experimental ◽  
Customer Dissatisfaction ◽  
Investor Returns

Most researchers focus on the effect of mergers and acquisitions (M&As) on investor returns and overlook customer reactions, despite the fact that customers are directly impacted by these corporate transformations. Others suggest that in M&A contexts, a dual emphasis of customer satisfaction and firm efficiency is both likely and beneficial. In contrast, the authors demonstrate that M&As not only do not yield a dual emphasis but also cause a decline in customer satisfaction to the extent that it eclipses any gain in firm value from an increase in firm efficiency. A quasi-experimental difference-in-differences analysis and an instrumental variable panel regression provide robust evidence for the dark side of M&As for customers. The authors use the attention-based view of the firm to demonstrate that post-M&A customer dissatisfaction occurs because of a shift in executive attention away from customers and toward financial issues. In line with the related upper echelons theory, they find that marketing representation on firms’ board of directors helps maintain executive attention on customers, which mitigates the dysfunctional effect of M&As on customer satisfaction. This research identifies a negative M&A-customer satisfaction relationship and highlights executive attention to customer issues and marketing leadership as factors that mitigate this negative relationship.

scholarly journals Comment, Rating, Opinion, Review – the Preliminary Research

2021 ◽  
Vol 40 (45) ◽  
pp. 158-169
Author(s):  
Monika Jaworska
Keyword(s):  
Customer Satisfaction ◽  
Social Impact ◽  
Literary Tradition ◽  
The Internet ◽  
Consumer Reviews ◽  
Goods And Services ◽  
Internet Users ◽  
Speech Genres ◽  
Preliminary Research ◽  
Services Use

The article focuses on functional speech genres used on the Internet to assess the level of customer satisfaction after purchasing goods and services on portals with various offers. It attempts to define what genre is used in the texts called commentaries, evaluations, opinions and consumer reviews. Both Internet users and providers of goods and services use these terms interchangeably. The situation may result from the fact that in the ordinary mind, they constitute one genre. The text introduces the research on the statements of internet users expressing their opinion on the transaction, the purchased products, and the service provided. Nowadays, the Internet has such a large social impact that it is important to examine the changes in speech genres existing in the Internet space in relation to their prototypes derived from the literary tradition.

scholarly journals Assessing the Usability of Online Food Ordering Websites Using a New Fuzzy Kano Method: Implications for Improvement

2019 ◽  
Vol 14 (10) ◽  
pp. 87 ◽  
Author(s):  
Arshia Taimouri ◽  
Korosh Emamisaleh ◽  
Davoud Mohammadi
Keyword(s):  
Customer Satisfaction ◽  
Rapid Development ◽  
Complete Information ◽  
Study Data ◽  
Design Parameters ◽  
The Internet ◽  
High Quality ◽  
Essential Point ◽  
The Right ◽  
Important Design

Following the rapid development of the Internet, e-commerce websites are widely used today for various goals. An essential point in the prosperity of these websites is their level of usability. Accordingly, measuring this usability is indispensable for these websites to check whether they are moving in the right path. Thus, in this article, the usability scores of five well-known online food-ordering websites in Iran have been evaluated using a novel fuzzy Kano method with respect to design parameters. In addition to assessing usability scores, the design parameters of these websites have been classified and reviewed in a detailed manner in order to determine the design priorities of these websites as one of the main results of this study. Data were gathered using a questionnaire with 190 respondents. Results demonstrated that Snappfood is the best online food-ordering website in Iran. In addition, sorting restaurants based on customer satisfaction score, using high-quality images of foods along with the image zooming feature, and the existence of complete information about foods and restaurants are the most effective and important design parameters of these types of websites according to the findings of this study.

scholarly journals The Effect of Customer Satisfaction on Customer Loyalty in Kartu As Products in Makassar City

2020 ◽  
Vol 7 (2) ◽  
pp. 227
Author(s):  
Muhammad Ilham Wardhana Haeruddin ◽  
Muhammad Ikhwan Maulana Haeruddin
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Computer Program ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
T Test ◽  
Stratified Random Sampling ◽  
Customer Dissatisfaction ◽  
Willingness To Recommend

This study aims to determine the influence of customer satisfaction on customer loyalty in Kartu As products in Makassar City. This research was conducted in Makassar City with 105 respondents. The sampling technique used stratified random sampling. This study was analyzed using hypothesis testing with multiple regression analysis with the help of the SPSS 21 computer program, to perform the f-test, t-test, and the calculation of R square (r2). The results of the analysis show that simultaneously the X variable (overall customer satisfaction, customer satisfaction dimensions, confirmation of expectations, re-purchase interest, willingness to recommend and customer dissatisfaction) has a significant effect on customer loyalty. In the t-test, there are two subvariables X that are not significant because the value of t count <t table, namely the dimensions of customer satisfaction (X2), and willingness to recommend (X5). From the calculation of R square (r2) of 0.423, it shows that the percentage of the influence of variable X on variable Y is 42.3%.

scholarly journals CUSTOMER SATISFACTION IN ONLINE SHOPPING: A CASE STUDY OF BANGKOK URBAN AREA

2018 ◽  
pp. 13-23
Author(s):  
Irina Onyusheva ◽  
Jatuporn Thongaim
Keyword(s):  
Customer Satisfaction ◽  
Urban Area ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
The Internet ◽  
Sales Channel ◽  
Demand Growth ◽  
Online Retailers ◽  
Customer Survey

This study aims to measure customer satisfaction in online shopping. Along with the increasing usage of the Internet, e-commerce has emerged as a relatively new sales channel in Thailand. Consumer satisfaction and reputation are most important parts of online shopping, both contributing greatly to future demand growth. Trust in online shopping is the major difficulty due to inability to touch the product before purchasing. This factor can also effect customer satisfaction and customer behaviour in relation to various products and services. The purpose of this research is achieved by means of using the online customer survey in Bangkok urban area, Thailand. Some recommendations are addressed to online retailers, namely, it is offered to take more responsibility for the online shopping process so that to make it more admired and trustworthy.

An intervariable approach to customer satisfaction and loyalty in the internet service market

2019 ◽  
Vol 29 (4) ◽  
pp. 772-798 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Bushra K. Mahadin
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Perceived Value ◽  
Future Research ◽  
The Internet ◽  
Service Market ◽  
Internet Service ◽  
Confirmatory Factor Analyses ◽  
Content Type ◽  
Attitudinal Loyalty

Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

scholarly journals KEPUASAN PELANGGAN PO ROSALIA INDAH MENGGUNAKAN IMPORTANCE PERFORMANCE COMPETITOR ANALYSIS (IPCA)

2019 ◽  
Vol 14 (2) ◽  
pp. 63
Author(s):  
Nia Budi Puspitasari ◽  
Susatyo Nugroho Widyo Pramono ◽  
Yoana Ellen Pertiwi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Quality Service ◽  
Competitor Analysis ◽  
Customer Dissatisfaction ◽  
Bus Services ◽  
Urgent Action ◽  
Group Technique

Persaingan yang ketat antara perusahaan dalam pelayanan bus antar kota antar provinsi membutuhkan perbaikan pelayanan kualitas untuk mempertahankan pelanggan. Adanya ketidakpuasan pelanggan terhadap fasilitas dan layanan yang diberikan oleh PO Rosalia Indah menjadi suatu permasalahan yang harus diperbaiki sehingga dengan menerapkan metode ini dapat meningkatkan kualitas pelayanan PO Rosalia Indah dan loyalitas penumpang. Penelitian ini bertujuan untuk menganalisa kepuasan pelanggan PO Rosalia Indah dengan mempertimbangkan keberadaan pesaingnya yaitu PO Pahala Kencana dan memberikan rekomendasi perbaikan terhadap atribut fasilitas yang menjadi prioritas perbaikan. Penelitian ini menggunakan metode Importance Performance Competitor Analysis (IPCA). Pengambilan data dilakukan terhadap dua kelompok responden yaitu responden PO Rosalia Indah dan responden PO Pahala Kencana. Penelitian ini mengukur tingkat pelayanan kualitas berdasarkan 3 dimensi yaitu kendaraan (15 butir pernyataan), sopir dan kru (8 butir pernyataan) dan manajemen (13 butir pernyataan). Berdasarkan hasil pengolahan data dengan IPCA didapatkan bahwa terdapat 21 butir pernyataan yang masuk dalam kuadran Urgent Action dan memerlukan perbaikan. Rekomendasi perbaikan dilakukan dengan metode Numerical Group Technique (NGT) yang berasal dari lima ahli yang mengerti dalam bidang transportasi bus.Abstract[The Customer Satisfaction of PO Rosalia Indah using Importance Performance Competitor Analysis (IPCA)] The intense competition between companies in intercity bus services between provinces requires the improvement of quality services to retain customers. The existence of customer dissatisfaction with the facilities and services provided by PO Rosalia Indah becomes a problem that must be improved so that by applying this method can improve the quality of service Rosalia Indah PO and passenger loyalty. This research aims to analyze customer satisfaction of PO Rosalia Indah by considering the existence of its competitor that is PO Pahala Kencana and give recommendation improvement to the facility attribute which become the priority of improving. This research uses Importance Performance Competitor Analysis (IPCA) method. The data were collected from two groups of respondents namely PO Rosalia Indah and respondent’s PO Pahala Kencana. This study measures the level of quality service based on 3 dimensions of the vehicle (15 points statement), driver and crew (8 points statement) and management (13 points statement). Based on the results of data processing with IPCA found that there are 21 items of statements that enter the Urgent Action quadrant and require improvement. The improvement recommendation was made by Numerical Group Technique (NGT) method which is derived from five experts who understand in the bus transportation field.Keywords: customer satisfaction; numerical group technique; IPCA

scholarly journals PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA PENGGUNA LAZADA DI DENPASAR

2020 ◽  
Vol 9 (2) ◽  
pp. 637
Author(s):  
I Wayan Angga Wiradarma ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Online Shopping ◽  
The Internet ◽  
Repurchase Intention

The development of technology and the internet has facilitated global activities both in the fields of economics, governance and human lifestyles. The interest in repurchasing online is of particular concern to Lazada, which have decreased the number of visitors to Lazada's online shopping sites. The purpose of this study was to determine the role of customer satisfaction in memdiasi effect of service quality on repurchase intention. The study was conducted on Lazada in Denpasar with 80 respondents. Data obtained by questionnaire which was analyzed using Path Analysis. The results of this study indicate that service quality positively and significantly influences repurchase intention. Service quality positively and significantly influences customer satisfaction. Customer satisfaction positively and significantly influences repurchase intention. Customer satisfaction is able to mediate the effect of service quality on repurchase intention. This shows that customer satisfaction has an important role in service quality thereby increasing repurchase intention in Lazada. Keywords: E-Commerce, Customer Satisfaction, Service Quality, Repurchase Intention

Sign in / Sign up

Export Citation Format

Share Document