Customer satisfaction study using the Servqual method

2018 ◽  
Vol 2 (86) ◽  
pp. 78-84
Author(s):  
A. Kania ◽  
K. Plasczyk
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Consumer Satisfaction ◽  
Design Methodology ◽  
Perceived Quality ◽  
Service Improvement ◽  
Simple Tool ◽  
Metalworking Industry ◽  
Analysis Of Results ◽  
A Company

Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.

Customer retention is not enough

2005 ◽  
Vol 22 (2) ◽  
pp. 101-105 ◽  
Author(s):  
Stephanie Coyles ◽  
Timothy C. Gokey
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Customer Retention ◽  
Holy Grail ◽  
Content Type ◽  
Spending Patterns ◽  
A Company

PurposeEvery company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than customers who change their buying patterns. Today's typical metrics of customer satisfaction and defection do not tell a company how susceptible its customers are to changing their spending patterns. This article seeks to investigate this problem.Design/methodology/approachThe investigation was carried out through a two‐year study of the attitudes of 1,200 households toward companies in 16 industries.FindingsMcKinsey found that focusing on smaller changes in customer spending can have as much as ten times more value than concentrating on defections alone.Originality/valueThis is important for those companies that wish to retain their customers.

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

2018 ◽  
Vol 4 (2) ◽  
pp. 65-76
Author(s):  
Tineke Wolok
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Consumer Satisfaction ◽  
Statistical Approach ◽  
Perceived Quality ◽  
Transportation Services ◽  
Customer Perception ◽  
Quality Perception ◽  
Company Reputation

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

Influence of perceived quality on customer satisfaction in different stages of services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chunchang Xie ◽  
Ziqi Sun
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Perceived Quality ◽  
Service Firms ◽  
Formation Model ◽  
Content Type ◽  
Preparation Stage ◽  
Credence Services ◽  
Practical Implications

Purpose In response to the call for research on customer experience across the customer journey, this study aims to analyze and compare the effects of perceived quality on customer satisfaction among the different stages of search, experience and credence services. Design/methodology/approach This paper constructs a formation model of customer satisfaction based on service stages. Data on perceived quality and customer satisfaction in different stages of search, experience and credence services was collected through experiments and practical survey and the model was empirically tested through multiple linear regression. Findings The results show that perceived quality in the preparation and departure stages of search and credence services has a greater influence on customer satisfaction than in the delivery stage. While compared to the preparation stage, the perceived quality in the delivery and departure stages of experience service has a greater influence on customer satisfaction. Practical implications This research will help service firms optimize the allocation of service resources according to the importance of different service stages within the three indicated service types, promoting customer satisfaction. Originality/value This is the first study of its kind to compare the effects of perceived quality on customer satisfaction among the stages of search, experience and credence services.

EXPRESS: Serendipity: Chance Encounters in the Marketplace Enhance Consumer Satisfaction

2021 ◽  
pp. 002224292110003
Author(s):  
Aekyoung Kim ◽  
Felipe M. Affonso ◽  
Juliano Laran ◽  
Kristina M. Durante
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Recommendation Systems ◽  
Freedom Of Choice ◽  
A Company

Despite evidence that consumers appreciate freedom of choice, they also enjoy recommendation systems, subscription services, and marketplace encounters that seemingly occur by chance. This paper proposes that enjoyment can, in some contexts, be higher than that in contexts involving choice. This occurs as a result of feelings of serendipity that arise when a marketplace encounter is positive, unexpected, and attributed to some degree of chance. A series of studies shows that feelings of serendipity positively influence an array of consumer outcomes, including satisfaction and enjoyment, perceptions of meaningfulness of an experience, likelihood of recommending a company, and likelihood of purchasing additional products from the company. The findings show that strategies based on serendipity are even more effective when consumers perceive that randomness played a role in how an encounter occurred, and not effective when the encounter is negative, the encounter occurs deterministically (i.e., planned by marketers to target consumers), and consumers perceive that they have enough knowledge to make their own choices. Altogether, this research suggests that marketers can influence customer satisfaction by structuring marketplace encounters to appear more serendipitous, as opposed to expected or entirely chosen by the consumer.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

2018 ◽  
Vol 6 (2) ◽  
pp. 125
Author(s):  
Gede Paramananda Jentrasaswin ◽  
A.A.P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Consumer Interest ◽  
A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

scholarly journals Analysis of the Variables that Affect Bookstore Customer Satisfaction

2015 ◽  
Vol 3 (2) ◽  
pp. 27-36
Author(s):  
Elis Ratna Wulan ◽  
Uus Ahmad Husaeni
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Consumer Satisfaction ◽  
Corporate Image ◽  
Primary Data ◽  
Product Price ◽  
Rival Firms ◽  
A Company ◽  
Positive Effect

Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction.  Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

Brand trust and image: effects on customer satisfaction

2017 ◽  
Vol 30 (7) ◽  
pp. 580-590 ◽  
Author(s):  
Sayed Hamid Khodadad Hosseini ◽  
Leila Behboudi
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Design Methodology ◽  
Brand Image ◽  
Service Selection ◽  
Healthcare Services ◽  
Service Users ◽  
Brand Trust ◽  
Content Type ◽  
Healthcare Marketing

Purpose The purpose of this paper is to investigate brand trust and brand image effects on healthcare service users. Nowadays, managers and health activists are showing increased tendency to marketing and branding to attract and satisfy customers. Design/methodology/approach The current study’s design is based on a conceptual model examining brand trust and brand image effects on customer satisfaction. Data obtained from 240 questionnaires (310 respondents) were analyzed using path analysis. Findings Results revealed that the most effective items bearing the highest influence on customer satisfaction and on benefiting from healthcare services include brand image, staff sincerity to its patients, interactions with physicians and rapport. Research limitations/implications This study needs to be conducted in different hospitals and with different patients, which would lead to the model’s expansion and its influence on the patient satisfaction. Originality/value Being the first study that simultaneously addresses brand trust and brand image effects on customer satisfaction, this research provides in-depth insights into healthcare marketing. Moreover, identifying significant components associated with healthcare branding helps managers and healthcare activists to create and protect their brands and, consequently, leading to an increased profitability resulting from the enhanced consumer satisfaction. Additionally, it would probably facilitate purchasing processes during the service selection.

The Air Mauritius story: how HR can impact company culture

2015 ◽  
Vol 14 (1/2) ◽  
pp. 2-7
Author(s):  
Ron Kaufman
Keyword(s):  
Customer Satisfaction ◽  
Employee Engagement ◽  
Design Methodology ◽  
Vital Role ◽  
Cultural Changes ◽  
Content Type ◽  
Service Culture ◽  
Company Culture ◽  
A Company

Purpose – The purpose of this paper is to show how HR can quickly impact, create and develop a company’s overall culture of service. When HR leaders seek to guide their companies through essential cultural changes, they can earn a seat at the table. Design/methodology/approach – Once a struggling airline, Air Mauritius took steps to overhaul its culture. This case study outlines the steps taken by the airline and explains how HR leaders can use those steps to play a more vital role in their companies. Findings – HR leaders should seek to make key cultural changes within a company, as they can lead to substantial measurable results. By creating a service culture, Air Mauritius returned to profitability, earned a 4-Star Skytrax rating and improved employee engagement and customer satisfaction. Originality/value – By shining a light on a unique company and its island home nation, this case study provides valuable advice to HR leaders on how they can use cultural changes to play a more significant role in their companies.

scholarly journals Effect of Product Promotion, Quality Products, Consumer Satisfaction in Forming Consumer Loyality to Return Buying Safety Shoes Products CV. Berkah Karya Jaya

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Muhammad Noor Muhandisuddin
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Regression Coefficient ◽  
Sampling Technique ◽  
Promotion Strategy ◽  
A Company ◽  
Product Promotion

CV. Berkah Karya Jaya is a company engaged in the production of safety shoes that have sold products in various provinces in Indonesia. In the last few months CV. Berkah Karya Jaya decreased sales turnover caused by marketing strategy factor, product quality and customer satisfaction factor. Customers in the purchase is influenced by several factors, among others, the cheap price, product quality and suitability between price and quality obtained which will affect the satisfaction of customers when using the product. Therefore the purpose of this research is the influence of promotion strategy, product quality and satisfaction to customer loyalty. The population in this study are all customers of safety shoes from CV. Berkah Karya Jaya. The sampling technique used is purposive sampling where the researcher determines the customer sample recorded in the CV. Berkah Karya Jaya based on the criteria that have been determined at least in the last year that is the number of 100 people. The result of the research found that marketing strategy, quality and product satisfaction have significant effect either partially or simultaneously to customer loyalty CV. Berkah Karya Jaya. Product  Promotion variables have a greater influence on customer loyalty than other variables that show regression coefficient value of 0.231 while the regression coefficient variable product quality and satisfaction each of 0.156 and 0.133. Keywords: product promotion, quality products, cunsomer satisfaction and cunsomer loyality

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

2018 ◽  
Vol 4 (2) ◽  
pp. 57-68
Author(s):  
Tineke Wolok
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Consumer Satisfaction ◽  
Statistical Approach ◽  
Perceived Quality ◽  
Transportation Services ◽  
Customer Perception ◽  
Quality Perception ◽  
Company Reputation

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

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