Customer satisfaction is a part of customer s experience that exposes a suppliers behavior on customer s expectation. Currently it has become one of the popular approaches for business and customer to perform trade over the internet. The factors both marketing and technical will be examined in the following. A sound association is found between customer satisfaction and the quality of service provided by the companies. A study of customer satisfaction on after sales and services 1.
In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Delimitation this study is delimited to china and bangladesh, since it. Customer satisfaction is essential for business success in todays marketplace. College,vikrama simhapuri university,india abstract. Measuring customer satisfaction with service quality using american customer satisfaction model acsi model.
More specifically, the focus is on examining the grouped impact of the factors. After analyzing the resources which were suitable for the research, it was not. A study of the factors influencing customer satisfaction. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. The objective of this research is to study the concept of customer satisfaction, customer loyalty and its relationship. Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. Thus, only 20 % among all of the respondents are males, the rest 80% belongs to females. A project report on customer satisfaction survey of maruti. An empirical research on customer satisfaction study. Lin chia chi, 2003, a critical appraisal of customer satisfaction and e commerce, managerial auditing journal.
A study on customer satisfaction of commercial banks. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Company x, 39 pages, 1 appendix saimaa university of applied sciences faculty of business administration, lappeenranta. Pdf a study of customer satisfaction dimensions and their impact. This page contains customer satisfaction seminar and ppt with pdf report. Customer satisfaction is the degree to which a buyer is satisfied with a product, service or company. A study of the factors influencing customer satisfaction and. Td bank ranks highest by consistently performing well in this formula, while excelling at branch. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. First, this research draws on existing research on the factors influencing customer satisfaction. A basic definitional inconsistency is evident by the debate of whether satisfaction is a process or an outcome yi 1990. Measuring customer satisfaction with service quality using. The purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions.
Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. The effect of service quality on student satisfaction and. The objective of this study is to contrib ute to this stream of research through a survey of customers of the norwegian institute of. A study on customer preference and satisfaction towards. Customer satisfaction in ecommerce a case study of china. So, to retain the customers for longer time the marketer has to know the customer satisfaction levels. Quantitative data is being collected on an ongoing basis from various customer satisfaction surveys and will be reported in a companion paper.
Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. Conclusion so this study shows the results that customer is using the flipkart even thought there are many competitive and. A study of customer satisfaction on after sales and services. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of. Customer satisfaction can be defined in many different ways.
Descriptive research was used in this study and both quantitative and qualitative data was collected. Customer satisfaction and service quality are one of the basic opportunities. What is customer satisfaction management study guide. Peterson and wilson 1992 suggest, studies of customer satisfaction are perhaps best characterized by their lack of definitional and methodological standardization p. The complex relationship between consumer satisfaction and brand loyalty. Todays customer satisfaction is not satisfied with respect to terms yesterday, more does not mean that tomorrow you will be get satisfaction from customers. The latest business management research and ideas from hbs faculty. Pdf this study deals with customer satisfaction dimensions and their impact on customer loyalty to online shopping sites from behavioral. The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Case study on state bank of india amruth raj nippatlapalli business management,v. There will be questions about what customer satisfaction is and how to find out what customers think. In this lesson, youll learn what customer satisfaction is and be. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. What about the relationship between customer satisfaction and service quality dimensions.
Contents1 a study on customer satisfaction in big bazaar1. The relationship between customer satisfaction and service. Pdf customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Sharebest practicesand lessons learned within the organization on customer service while in a mobile work environment.
The scope of the study of the customer expectation will dictate the level of service and quality of products that they get. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. This project study evaluated customer service with online banking service quality in barclays bank kenya limited. Online banking service quality and customer satisfaction a. To study the survey result and provide some valuable suggestions for the better sale of yamaha twowheelers. This all leads to more revenue for businesses that can keep their customers satisfied. Use this quiz to check your understanding of customer satisfaction.
The amount of female and male respondents is unequal, as most of the leading customers in the market are woman. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in icici based on customer perception regarding service quality. In this study, perception of service quality and its impact on satisfaction were examined through a research where students using the refectory within the university campus were selected as the sample. It is a measure of how ware and services supplied by a company meet or exceed customer expectation. Determinants of customer satisfaction and loyalty in. Pdf an empirical research on customer satisfaction study.
Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customer satisfaction research study customer first marketing discoveries december 2016 data from 2,400 customers reveals how far companies must go to please or alienate customers. Need of the study customer satisfaction provides an indication of how successful the organization is providing products andor services to the market place. National banking satisfaction study,sm released today. Moreover, this thesis studies the factors that influence customer satisfaction. This fivequestion quiz can be accessed at any time during your study process, and it. Customer satisfaction is an abstract concept that basically measures the degree to which the products or services of a business meet consumers expectations. Over the last decade maximum business organizations are running. Scope of the study of customer satisfaction answers. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service. The importance of customer satisfaction questionnaire. Customer satisfaction is a term generally used in marketing. Customer satisfaction has gained importance in the last few years.
In the study, a survey questionnaire was used as the data collection technique and ruetzlers 2005 scale, which was developed to. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. The main objective of the research is to determine the influence of quality on customer satisfaction and on. Q12 surveys and existing customer satisfaction surveysas a means to identify successful mobile working. The specific objectives of this study were to measure the current level of firm performance as evidenced by customer satisfaction and to suggest the marketing strategy and advertising channel that would lead to enhanced performance of the firm. This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The research was carried out to find the factors which influence customer satisfaction level to a. A study of customer satisfaction on telecom service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior.
Dec 11, 2017 a study of customer satisfaction on after sales and services 1. Introduction in todays competitive world, all organizations are focusing on customer satisfaction. Pdf a study on customer satisfaction towards online. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. Read articles about customer satisfaction hbs working knowledge. The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality is essential for airlines. The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality. To identify the customers views regarding quality, quantity, free service and price. The rapid development of the internet has strongly impact upon the worldwide marketing environment.
A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. Customer satisfaction, product quality and performance of companies1 petr suchanek, jiri richter, maria kralova2 abstract. Visit for more information introduction to project report customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and satisfying the customers occupies a most important position in business management. Service quality and customer satisfaction survey was handed out to the cus tomers of the market. The relationship between customer satisfaction and service quality.
The research method will help in examining the various factors those results in satisfaction in retail banking. Customer satisfaction seminar ppt and pdf report study mafia. Impact of customer satisfaction on customer retention. The overall study reveals that it was found that the customer are. Sep 15, 2016 customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Some investigations have provided explicit measures of this relationship. This paper focuses on the analysis of cus tomer satisfaction, being a research whose main purpose was to make an evaluation of social services offered to elderly. The relationship between customer satisfaction and loyalty.
For example, a focus on customer satisfaction can work alongside existing segmentations to support. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Pdf in the era of globalization electronic marketing is a great revolution. Pdf a study on customer satisfaction towards online shopping. Apr 02, 2015 customer satisfaction seminar and ppt with pdf report. Organizations need to retain existing customers while targeting noncustomers. Year 2012 pages 50 today, competition among businesses has become increasingly intense and organizations realize that they cannot compete with each other solely on price, but need to focus on their valued customers. Sandesh kumar sharma assistant professor institute of management and computer science nims university jaipur india education. Customer satisfaction, product quality and performance of.
And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. It also depends on how efficiently it is managed and how promptly services are provided. To know customer satisfaction level regarding product and service. Finding the right way for a company depends on understanding your customer and on having a clear vision of the role that customer satisfaction is to play in the strategy. A study of the relationship between customer satisfaction and willingness to pay. Opinions regarding potential strategic initiatives. Customer satisfaction is a dynamic and relative concept. The relationships of customer satisfaction, customer loyalty, and profitability. A case study of a reputable bank in oyo, oyo state.
Mbbs, mbahealth care administration usa oklahoma city university 2. Customer satisfaction objectives can be broken down into three main groups. Sumit thakur mba customer satisfaction seminar and ppt with pdf report. People believe that amazonis the best competitor even though it was sustaining with new offers and better customer with product services. A small team was formed to develop interview questions listed in appendix 1 and meet with the five gsa work group members who interact directly with external customers. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation.
Determinants of customer satisfaction with professional. This is an empirical study using mostly primary data collected during a well. Up to now, no research has examined the direct relationship between customer technology readiness and satisfaction with luxury hotels in vietnam a newly emerging country with many economic achievements. Limitations of customer satisfaction the marketing study. The research was carried out to find the factors which influence customer satisfaction level to a maximum level. Customer satisfaction has been a central concept in marketing literature and is an important goal of all. Executive summary it was in 1970 that sanjay gandhi envisioned the manufacture of maruti which is known popularly as the peoples car it is maruti which is known to give wheels to the nation. Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer and not just the company line. After liberalization, privatization andglobalization, there is intense competition and the world has become a global village. Service quality and customer satisfaction relationship. All the business activities of an organization have now shifted their.
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