Business Commons^™

Differential Impact Of Customer Equity Drivers On Satisfaction: The Case Of China’S Telecommunications Industry, Haejin Seo, Linlin Fu, Tae Ho Song

Asia Marketing Journal

As the necessity of customer relationship management (CRM) increases, measuring the performance of CRM have been actively discussed. Customer equity (CE) is regarded as an appropriate indicator for evaluating the outcomes of marketing activities. There are three drivers of CE: brand, value, and relationship equity. This study aims to investigate the impact of three drivers on customer satisfaction. Market competition is an environmental factor that affects the effectiveness of CRM. This study divides target firms into leaders and followers. This study found that the differential impact of CE drivers on customer satisfaction depends on the firm’s status (leader or follower). …

What Improves Customer Satisfaction In Mobile Banking Apps? An Application Of Text Mining Analysis, Yun Kyung Oh, Jung-Min Kim

Asia Marketing Journal

Consumer-generated reviews reflect consumers’ experiences and perceptions toward a product or service. In this context, we propose a text mining approach to identify factors that improve customer satisfaction in the mobile banking app service. To do so, we collect 96,140 mobile app reviews for four U.S. banks: Bank of America, Capital One, Chase, and Wells Fargo. Using the Latent Dirichlet Allocation (LDA) topic model, we first derive the critical quality dimensions such as ease of use, convenience, security, and customer support. Analysis of weekly panel data shows that positive responses to the security and convenience of mobile banking apps improve …

Airline Customer Satisfaction 2015-2017 Results, Michelle M. Bennett, Brent D. Bowen, Erin E. Bowen, Z. Bowen, Dean Headley, Timothy B. Holt, Jacqueline R. Luedtke

Publications

Previous research on perceptions, satisfaction, and attitudes regarding the major commercial air carriers in the United States has provided little more than an interesting descriptive representation of the average air traveler. This study moves beyond basic descriptive information of air travelers to identify attitudinal patterns and relationships in the way consumers at varying levels of travel frequency view the commercial air industry. The Airline Passenger Survey (APS) elements developed via the utilization of rigorous scientific methodology, with the intention of capturing the most important data from passengers while reducing confusion or variability in comprehension of questions. APS items are a …

Rwanda National Customer Satisfaction Survey: Results And Conclusions, Deogratias Harorimana

Dr Deogratias Harorimana

It can be said that development practice requires more than financial and manpower inputs. Rwanda, in 1994 suffered a Genocide. The Society,collectively and under the leadership of His Excellence Paul Kagame the current elected President of Rwanda came together and designed strategies that would propel Rwanda to a Middle-Income, Private Sector Led Economy by the Year 2020.

In 2009, a client seating in one of the Hotels in a Suburb of Remera, in Kigali City, complained about poor service delivery he was experiencing from the waitress staff.Using his Blackberry message, the client forwarded an email to some of the RDB …

Survey Report On Training And Spending On Customer Care Services, Deogratias Harorimana Sr

Dr Deogratias Harorimana

In a bid to promote and develop good customer care service in various sectors of Rwandan economy, a survey was conducted to assess progress and trends on customer service capacity building. Although shortcomings are there, there have been efforts and registered trends across the country on service delivery front. Investment in Capacity Building IS happening in certain sectors but this is unevenly distributed. In 2008 companies had started recognizing the significance of good service and cultivate a good working environment and training. From 2009, there was a decline in investment in capacity building in front office and key service delivery …