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2010

Satisfaction

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Full-Text Articles in Business

Effects Of Library Instruction On University Students’ Satisfaction With The Library: A Longitudinal Study, Anthony Stamatoplos, Robert Mackoy Apr 2010

Effects Of Library Instruction On University Students’ Satisfaction With The Library: A Longitudinal Study, Anthony Stamatoplos, Robert Mackoy

Robert Mackoy

Consideration of satisfaction should be an important part of the evaluation of library services. Satisfaction depends, to some extent, on patron expectations of services. This study evaluated changes in student expectations following library instruction and how they were related to overall, long-term satisfaction with the library. Satisfaction appeared to be related to student perceptions of information accessibility, staff competence and helpfulness, computer usefulness and ease of use, and skill level for using libraries. The study suggests that libraries may be well served by measuring patron satisfaction and learning what variables drive satisfaction at particular libraries.

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만족도와 재구매 간 관계에 있어서 상황적 영향의 조절효과에 관한 연구, Min Hoon Lee, Young Won Ha Jan 2010

만족도와 재구매 간 관계에 있어서 상황적 영향의 조절효과에 관한 연구, Min Hoon Lee, Young Won Ha

Asia Marketing Journal

Although there have been many studies regarding the inconsistency between consumers` attitudes and behavior, prior research has almost exclusively focused on the relationship between the attitude before behavior and the initial behavior. Relatively little research has been conducted on consumer satisfaction after purchase and post-purchase behavior. This research proposed that the relationship between satisfaction and post-purchase behavior is moderated by consumers` psychological characteristics such as need for cognitive closure(NCC) and temporal self-construal(SC). The need for cognitive closure refers to individuals` desire for a firm answer to a question and an aversion toward ambiguity. We assumed the need for cognitive closure …

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Examining The Need For Customized Satisfaction Survey Instruments Measuring Brand Loyalty For Higher Educational Institutions, Kendrick W. Brunson Jan 2010

Examining The Need For Customized Satisfaction Survey Instruments Measuring Brand Loyalty For Higher Educational Institutions, Kendrick W. Brunson

Kendrick W. Brunson

The success or failure of service-based organizations is determined in large part by consumers’ perceived value of those services. Value can be measured in terms of consumers’ perceived performance quality in comparison with the cost to consumers of purchasing the service. The ideal goal of service marketing organizations is to obtain and maintain a loyal base of delighted customers. Loyalty can be measured in terms of customer satisfaction, retention levels, and perception of service quality. In the higher education industry, private institutions compete for student enrollment with state-funded institutions on factors other than cost value. Standard quality and satisfaction survey …

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The Impact Of Mobile Amusement Information On Use Behavior, Satisfaction, And Loyalty, Fumiyo N. Kondo, Jiro Hirata, Shahriar Akter Jan 2010

The Impact Of Mobile Amusement Information On Use Behavior, Satisfaction, And Loyalty, Fumiyo N. Kondo, Jiro Hirata, Shahriar Akter

Faculty of Commerce - Papers (Archive)

The relationship between satisfaction and loyalty has been well explored in services marketing or customer relationship management. In this study, the authors studied the relationship of 7 types of service variables under “amusement” factor. Amusement is one of the three factors extracted from 21 mobile information services. Among many different frameworks of satisfaction-loyalty, we used the framework of “past use behavior” on “satisfaction”, and then of “satisfaction” on “continued use intention” (or loyalty), resulting in a strong support of the existing model with positive significant influence on the both paths. Further, our research reveals that, on the both paths, there …

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A Continuance Model For A Mobile/Web Based Self-Management System For Adolescent Diabetics: The Role Of Loyalty Incentive, John Laugesen, Khaled Hassanein Jan 2010

A Continuance Model For A Mobile/Web Based Self-Management System For Adolescent Diabetics: The Role Of Loyalty Incentive, John Laugesen, Khaled Hassanein

Publications and Scholarship

It is estimated that 200 children per day worldwide develop Juvenile Diabetes (JD). There is no cure for JD, therefore treatment protocols focus on controlling the disease. Several information systems (IS) have been developed to help patients manage their chronic diseases, but often these systems suffer from reduced use over time or complete abandonment. Limited research has been conducted that examines continued usage in this domain. Through this study, our purpose is to build and evaluate a mobile/web based JD monitoring system combined with a rewards program designed to increase continued system use. We propose a comprehensive continuance intention model …

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Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel Jan 2010

Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel

Electronic Theses and Dissertations

Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology …

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Tthe Effect Of Acculturation On Franchise Relationships, Sally Baalbaki Jan 2010

Tthe Effect Of Acculturation On Franchise Relationships, Sally Baalbaki

Association of Marketing Theory and Practice Proceedings 2010

Buyer-seller relationships and franchisee-franchisor relationships, have been studied excessively in the past. One of the causes of the growing importance of research on franchising has been the increased reliance on the service sector in many developed countries. However, the role of the franchisee has not been adequately studied in the literature outside of the buyer-seller relational framework, and especially not in conjunction with the concept of acculturation. Interpersonal relationships are critical in a service industry, offering an important reason to undergo a study of culture and acculturation within this industry, specifically from the franchisee perspective. The purpose of this research …

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A Study Of Satisfaction Level Of Hong Kong Tourists With Hot Springs Hotels And Resorts In Guangdong, China, Rob Law, Ruby Yip Jan 2010

A Study Of Satisfaction Level Of Hong Kong Tourists With Hot Springs Hotels And Resorts In Guangdong, China, Rob Law, Ruby Yip

Hospitality Review

The research reported here aimed at examining Hong Kong tourists’ level of satisfaction with hot springs hotels and resorts in Guangdong, China. Primary data were collected and service quality and tourist satisfaction levels were measured using the SERVQUAL model. The empirical findings indicate that most tourists are satisfied with the service quality of these hotels and resorts. Among the different dimensions of service quality, empathy receives the highest score. Overall satisfaction receives a score only slightly better than average. The results also reveal significant relationships among customer satisfaction level, loyalty, and recommendation.

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Effects Of Management-Development Practices On Hospitality Management Graduates' Job Satisfaction And Intention To Stay, Edwin Torres, Howard Adler Jan 2010

Effects Of Management-Development Practices On Hospitality Management Graduates' Job Satisfaction And Intention To Stay, Edwin Torres, Howard Adler

Hospitality Review

Companies have long recognized the importance of training and developing their managers to prepare them for their short- and long-term careers. Formal management-development programs and other less formal means of management development abound in the hospitality industry. Therefore, one may ask whether the entry-level managers for whom these programs are designed perceive them to be effective. The present study explores management-development practices, procedures, and techniques, and their effects on job satisfaction and organizational commitment

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Importance-Performance Analysis Of Guest Entertainment Technology Amenities In The Lodging Industry, Anil Bilgihan Dr., Cihan Cobanoglu, Brian L. Miller Jan 2010

Importance-Performance Analysis Of Guest Entertainment Technology Amenities In The Lodging Industry, Anil Bilgihan Dr., Cihan Cobanoglu, Brian L. Miller

Hospitality Review

An assessment of how hotel guests view in-room entertainment-technology amenities was conducted to compare the importance of these technologies to how they performed. In-room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the marketplace today, hoteliers have little understanding of guests’ expectations and of which in-room entertainment-technology amenities will drive guest satisfaction and increase loyalty to the hotel brand. Given that technology is integral to a hotel stay, this study seeks to evaluate the importance and performance of in-room entertainment-technology amenities. Findings indicate that free-to-guest television (FTG TV) and high-speed …

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