The Hierarchization of Product Attributes

2022 ◽  
pp. 275-296
Author(s):  
Inês Guerra Alves
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Product Attributes ◽  
Individual Study ◽  
Market Segments ◽  
Number Of Customers

This study aims to investigate which hotels' attributes are most valued by the guests of the main markets of Porto. The guests' knowledge, preferences, and needs are crucial data that impact customer satisfaction. As a people-to-people industry, the hotel industry must consider the heterogeneity of its markets and invest in improving its services, considering the aspects they value. However, is the heterogeneity pronounced that much? Or are there any similarities between markets? Guests do not have similar satisfaction levels, so to guarantee the best experience for the most significant number of customers, these should be studied by market segments, once individual study would be impracticable. Through the comments made on the Booking.com, following the assumption that guests comment on what they value, the attributes that guests of different nationalities refer to Porto hotels have been collected. From the analysis of all the collected data, it can be concluded that all the main markets' value attributes and the fundamental differences are based on the hierarchy of these attributes.

Awareness of Environmental Issues Among Consumers in the Malaysian Hotel Industry

2018 ◽  
pp. 1-22
Author(s):  
Yusnita Yusof ◽  
Yahaya Ibrahim ◽  
Zainudin Awang
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Management Practices ◽  
Hotel Industry ◽  
Environmental Issues ◽  
Global Issues ◽  
Environmental Management Practices ◽  
Critical Issues ◽  
Number Of Customers ◽  
Green Hotels

Global issues such as climate change, global warming and pollution have become some of the most critical issues happening around the world for quite some time. Previous research has found that the environmental issues are closely linked with human activities. Generally, the hotel industry is closely related to the environment, particularly through daily operations that can lead to these environmental issues. Beginning a few decades ago, there was an increase in environmental awareness in the hospitality industry. In this light, green hotels seem to be becoming a growing niche in the competitive lodging industry and the number of customers who are interested in staying at green hotels has also increased. Due to the lack of studies that explore the green efforts that influence customer satisfaction and customer loyalty, this study was therefore conducted to investigate the effect of environmental management practices towards customer satisfaction and customer loyalty in the Malaysian hotel industry.

PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH PT. BANK PERKREDITAN RAKYAT GRACIA MANDIRI BEKASI TIMUR

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Dr. Iwan Kurniawan Subagja, SE., MM.
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Small Businesses ◽  
Sampling Technique ◽  
Corporate Image ◽  
Business World ◽  
Long Period ◽  
Number Of Customers

In the current era of globalization the level of competition in the business world becomes increasingly tight. Many are doing small businesses that require capital, or small businesses that are developing to increase the ability of an increasing economy. This relates to one of the most important objectives and should be undertaken by all types of business: maintaining the viability of the company over a long period of time (going concern), business activities sometimes, visiting some things with competition to gain additional capital. This also makes it a challenge for bank companies to showcase their brand and quality of service that is superior and satisfactory to the purpose and number of customers. This study aims to describe the quality of service and corporate image to customer satisfaction PT. Bank Perkreditan Rakyat Gracia Mandiri Bekasi Timur. Samples and this research lied 100 respondents with sampling technique purposive sampling. The method of analysis used are description and regression analysis. The results showed that the quality of service and corporate image include customer satisfaction.

Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry

2020 ◽  
Vol 77 ◽  
pp. 104006 ◽  
Author(s):  
Jian-Wu Bi ◽  
Yang Liu ◽  
Zhi-Ping Fan ◽  
Jin Zhang
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Asymmetric Effects

scholarly journals An Exploratory Study of Length and Frequency of Internet Banking Usage

2007 ◽  
Vol 2 (1) ◽  
pp. 76-85
Author(s):  
Booi Hon Kam ◽  
Hernan Riquelme
Keyword(s):  
Customer Satisfaction ◽  
Foreign Exchange ◽  
Exploratory Study ◽  
Internet Banking ◽  
Ease Of Use ◽  
Market Segments ◽  
Customer Base ◽  
Banking Service ◽  
The Impact ◽  
Exchange Transactions

The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

2021 ◽  
Vol 12 (4) ◽  
pp. 1618-1630
Author(s):  
Surachman Surjaatmadja, Et. al.
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Technology Use ◽  
Perceived Risk ◽  
Customer Value ◽  
Customer Experience ◽  
Structural Relationship ◽  
Service Development ◽  
Functional Quality ◽  
Number Of Customers

Investigation on the structural relationship of  information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction  during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to  customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used  contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction.  In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction  when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development. 

scholarly journals THE EFFECT OF BRAND IMAGE AND PRODUCT ATTRIBUTES ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2018 ◽  
Vol 16 (3) ◽  
pp. 457-466
Author(s):  
Erik Wahyu Indarto ◽  
◽  
Imam Suroso ◽  
Sudaryanto Sudaryanto ◽  
Nurul Qomariah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Product Attributes

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

Sign in / Sign up

Export Citation Format

Share Document