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Articles 1 - 7 of 7
Full-Text Articles in Marketing
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack
Dr. Tamilla Curtis
The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …
Kajian Pengukuran Kepuasan Pelanggan: Konsep, Metode, Dan Cara Perhitungan Dalam Paradigma Expectancy Disconfirmation Theory, Ignatius Heruwasto
Kajian Pengukuran Kepuasan Pelanggan: Konsep, Metode, Dan Cara Perhitungan Dalam Paradigma Expectancy Disconfirmation Theory, Ignatius Heruwasto
Jurnal Manajemen dan Usahawan Indonesia
It is unquestionably many believe to the premise that delivering the satisfaction to the consumers would lead the benefit for the firms/industries/goverment/ and society. This concept is used as a competitive strategy for companies to create the profit. Unfortunately, beside thousands of book have been writen with the topic satisfaction, the lack of the measurement method is still prevalent today due to plenty of alternatives. This paper reviews the various meanings of the concept as well as research methods a:nd statistical calculations that can be used in the study. This paper explore each method and its correlation of each other, …
Niches At The Edges: Price-Value Tradeoff, Consumer Behavior, And Marketing Strategy, Syed H. Akhter
Niches At The Edges: Price-Value Tradeoff, Consumer Behavior, And Marketing Strategy, Syed H. Akhter
Syed H. Akhter
Purpose – The purpose of this paper is to examine how the perception of price-value tradeoff is related to overall satisfaction, purchase intention, word-of-mouth advertising, and actual repurchase behavior. Design/methodology/approach – Data on subscribers and single ticket buyers of a major symphony orchestra in the Midwest are used to test the hypotheses. Findings – The ANOVA results show significant differences across the three levels of price-value tradeoff in each of the response variables. Additional analyses of cross-tabulated data show that some of the bivariate relations conform to, as well as depart from, the rational consumer behavior model. Research limitations/implications – …
Public Perceptions Of The Midwest’S Pavements: Policies And Thresholds, David Kuemmel, Richard Robinson, Ronald Sonntag, Robert Griffin, James K. Giese
Public Perceptions Of The Midwest’S Pavements: Policies And Thresholds, David Kuemmel, Richard Robinson, Ronald Sonntag, Robert Griffin, James K. Giese
Robert Griffin
A 5-year, pooled fund study with the Iowa, Minnesota, and Wisconsin departments of transportation assessed the public's perceptions of pavement improvement strategies and developed thresholds of satisfaction using the departments' physical indices, such as pavement ride and condition on rural, two-lane highways in the states. Approximately 3,600 drivers in the three states were involved in the three phases of the project, which included 18 focus groups, 400 statewide surveys in each state, and 2,300 targeted surveys across the three states. A multidisciplinary team from Marquette University and a mass media survey lab conducted the studies. A summary of focus group …
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Mark Spence
Purpose - The purpose of this paper is to present findings from an experiment designed to test the impact of crowding perceptions (both human and spatial), emotions (positive and negative) and shopping values (utilitarian and hedonic) on shopper satisfaction. Culture is explored as a moderating variable with the expectation that it systematically affects perceptions and values, which, in turn, influence the shopper's experience with the store.
Design/methodology/approach - Data were collected via a 2 x 2 x 2 full factorial between subjects design with two variables, one manipulated and one measured. The two manipulated variables were spatial density (high versus …
Moderating Effects Of Service Guarantee, Service Relationship, And Perceived-Risk On Customer Satisfaction, Kungpo Tao
Moderating Effects Of Service Guarantee, Service Relationship, And Perceived-Risk On Customer Satisfaction, Kungpo Tao
Association of Marketing Theory and Practice Proceedings 2014
Customer satisfaction has been one of the most frequently used terms in marketing. With the benefits of customer satisfaction, service providers can save more costs doing customer retention and advertising. Premium pricing, for example, is also the benefit derived from the service’s buffering effect. In service industry, service guarantee and building up service relationship with customers are very common and useful strategies to gain customer satisfaction. Due to the growing competitive industry, marketers have made efforts building the customer-service relationship in order to attract new customers and secure existing relationships with customers. After experienced a service delivery or consumption, customers …
Social Media In The Financial Services Industry, Nathaniel Gibbs, Perry Haan
Social Media In The Financial Services Industry, Nathaniel Gibbs, Perry Haan
Association of Marketing Theory and Practice Proceedings 2014
Innovative strategies set a company apart from its competitors. Lindsay and Hopkins (2010) said strategy is making the most of a current situation and devising a plan for the future. Likewise, if banks and other financial organizations want to enhance their brands, reduce costs, increase customer satisfaction, boost innovation, increase revenue, and maintain their competitive positions, they need to embrace social media. Social networks are used by marketers to connect and communicate with customers (Mangold & Faulds, 2009). Organizations must be receptive and flexible to remain relevant in the business environment (Bouckenooghe, Devos, & Van den Broeck, 2009). The environment …