Business Commons^™

Value Co-Creation In Buy Online Pickup In-Store (Bopis), Elizabeth H. Manser Payne, Addison G. Smith

Mountain Plains Journal of Business and Technology

The purpose of this study is to identify consumer attitudes toward buy online pickup in-store (BOPIS). This study examines how value perceptions change as consumers progress in the online ordering and physical pickup processes within the BOPIS channel. We use a multivariate regression and two separate multiple regression analyses to examine the differential effects of multiple constructs on BOPIS customer satisfaction. As consumers start the process by engaging with the retailer online, perceived usefulness and hedonic value online play a critical role in customer satisfaction. Consumer attitudes change as they pick up their order at the store where the degree …

Relationship Between Customer Expectations And Financial Performance Of Food Industry Businesses In A Customer Satisfaction Model, Petr Suchanek, Maria Kralova

Economic and Business Review

Research on customer satisfaction in repeat purchases shows that the relationship between customer expectations and customer satisfaction can be inverse to what is commonly reported. This also has an impact on the financial performance of an enterprise, which is therefore directly influenced by customer expectations. The goal of this paper is to determine whether customer satisfaction affects customer expectations and whether these expectations have a direct impact on the financial performance of an enterprise. The variables representing factors of customer satisfaction, including customer expectations, are measured using a customer survey. Business financial performance (BFP) was measured using the ROA, ROE, …

Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie

Future Computing and Informatics Journal

E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can …

Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu

Research Collection School Of Computing and Information Systems

Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce , a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. supports a comprehensive …

Minimizing The Ratchet Effect: Why Reciprocity Preserves Customer Satisfaction In Service Environments, Kyle A. Huggins, Val Larsen

Association of Marketing Theory and Practice Proceedings 2023

This paper focuses on a fundamental problem for marketers: the ratchet effect. The ratchet effect occurs when actual service performance is perceived to be significantly higher than service expectations, causing dissonance and resulting consumer guilt. If left unattended, consumers relieve their guilt by increasing the perceived state of expectations for subsequent visits. Known as the ratchet effect, this causes a dilemma for the service business as they consistently strive to improve service performance. Using equity theory, our experimental study explores whether businesses can break the ratchet effect by providing mechanisms of reciprocity for consumers to respond at little or no …

Managment Principles And Practices Of Integrating Quality In The Project Life Cycle, Elvis Shyta

School of Professional Studies

No abstract provided.

Examining Customer Loyalty Among Omni-Channel Users In The Age Of Disruptions In Retailing, Sheeraz Yar Khan, Jawaid A. Qureshi

IBA SBS International Conference

Amid tech-disruptions and the pandemic, COVID-19, the world has witnessed swift growth in omni-channels. This study aims to investigate the factors that influence the customer loyalty among omni-channel users. Omni-channels are famous platforms that connect customers with the brands. Firms strive hard to keep this channel more interactive and supportive in order to satisfy customers and create loyalty among them. Although it is an important aspect in modern business, fewer studies have been conducted in this area to provide a comprehensive model that not only helps to create satisfaction but also loyalty among users. The data for this study was …

Two Studies Exploring The Effects Of Ageing Cohorts And Channel Usage On The Antecedents And Consequence Of Customer Satisfaction, Yongchang Chen

Dissertations and Theses Collection (Open Access)

A rapidly ageing customer base, and an acceleration in the adoption of self-service technologies (SST) are two major trends which are set to have an increasing impact on how companies manage and satisfy customers. While there has been a rich body of work studying the effects of ageing and SST usage on customers, research on how they might affect cumulative satisfaction appears to be limited. The ageing literature tends to focus on cognition and decision-making processes, while SST research tends to be narrowly focused on SST evaluation and adoption. Our understanding on how ageing affects how satisfied customers are with …

The Impact Of Internet Banking At Times Of Pandemic; Customer Experience, Satisfaction, Trust, Loyalty, E-Service Quality And Bank’S Financial Performance; An Application On Egyptian Public Banks, Madiha Metawie, Dalia Ahmed Mosallamy Faculty Of Business Adminstration, Economics And Political Science

Business Administration

The purpose of this study is to examine the impact of Internet banking on customer experience, satisfaction, trust, loyalty, E-service quality and financial performance in Egyptian public banks. This study concentrates on public bank’s customers in Egypt as a developing nation in the Middle East, which limits the generalizations of the paper findings to other banks globally. However, the fact that all banks faced similar challenges at times of pandemics and typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Structural Equation Modelling was applied to examine the research hypotheses. …

Role Of Consumption Emotions Mediate Perceived Service Fairness To The Service Satisfaction And Its Impact On Customers’ Behavioral Intentions, Abolghasem Ebrahimi, Abbas Abbasi, Mojtaba Khalifeh, Mehdi Samizadeh, Farzaneh Abkhiz

ASEAN Marketing Journal

Considering that customers’ emotions toward received services are evaluated in light of fairness and equity theory, the purpose of this study is to investigate the effect of customers’ perceptions and emotions of received services on their behavioral intentions. Data were collected from 329 questioners that were distributed among Mellat bank customers, and hypotheses and the conceptual model were analyzed based on the data collected through structural equation modeling in AMOS 18. Results showed that three dimensions of interactional, procedural, and distributive justice affected customers’ emotions (negative and positive) and satisfaction. Customers’ emotions were also found to be having a mediating …

The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto

ASEAN Marketing Journal

Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM) using …

Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita

ASEAN Marketing Journal

This study aims to investigate the perception and expectation of the Islamic bank customers on the banks’ service quality, and how these factors affect their satisfaction and their intention to buy and to use the Islamic banks products and services.This finding implies that the Islamic banks should have pay more attention to their service quality since it would have a positif influence on customer satisfaction and purchase intention.

The Antecedents Of Customer Satisfaction And Customer- Company Identification In Enhancing Halal Restaurant Loyalty: Halal Company Identity Perspective, Ali Mursid, Cedric Hsi-Jui Wu

International Journal of Religious Tourism and Pilgrimage

This study elucidates Halal company identity to predict both customer satisfaction and customer-company identification and the resultant impact on Halal restaurant loyalty. The data analysis used CFA and SEM with a total sample of 347 Halal favourite restaurant customers in Indonesia. The results show that Halal identity similarity insignificantly affects customer satisfaction, while Halal identity distinctiveness and Halal identity prestige positively influence customer satisfaction. Halal identity similarity and Halal identity distinctiveness positively affect customer-company identification, whereas Halal identity prestige does not. Only Halal identity distinctiveness strongly impacts both customer satisfaction and customer-company identification. Customer-company identification positively impacts customer satisfaction and …

Fairness, Emotional Intelligence, And Ethical Decision-Making In Customer Evaluations Of Providers, Tameka Austin

Walden Dissertations and Doctoral Studies

Customer satisfaction is a topic that organizations must focus on for the success and continued sustainability of their organizations. Emotional intelligence, fairness, and ethical decision-making are areas that businesses must address to identify how their businesses are impacted by the choices that customers make when working with corporations. The gig economy (short- or long-term project in which a contract worker is hired to perform a specific task or long-term consultant assignment) is an area that has not been addressed to a great extent by psychology researchers. The purpose of this study was to examine the relationships between emotional intelligence, ethical …

Hacking The Pandemic: Launching Third Space Into Cyberspace, Brittany Bowser

STEMPS Faculty Publications

The article discusses importance of the school library as a third space for learning. Topics discussed include need for school library's third space to expand into cyberspace; focus to promote awareness of school librarianship; and need for school librarians to prioritize marketing themselves and their instruction.

Trade Marketing And Its Effects, Marlon Bastos Antão

Business ETD Collections

In today’s challenging business environment, the companies are mostly dependent on customer relationship management as they are considered as the key factors for improving the company sales and growth in the end. The report has focused upon the discussion of Customer relationship management (CRM) in the growth of the retail business and the importance of trade marketing for the increasing sales and profitability of the business. On the other hand, the importance of customer satisfaction after a company’s product sale and marketing has been critically analysed and the various challenges the retail companies face in maintaining good customer loyalty in …

Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett

Management Faculty Publications and Presentations

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using secondary data from COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present in pure …

Examining The Relationships Between Innovation, Quality, Productivity And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett

Faculty Publications - College of Business

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using the secondary data from the COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present …

Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal

Research Collection Lee Kong Chian School Of Business

Although scholars have established that customer satisfaction affects different dimensions of firm financial performance, a managerially important but overlooked aspect is its effect on a firm’s future cost of selling (COS), that is, expenditures associated with persuading customers and providing convenience to them. Accordingly, this study presents the first empirical and theoretical examination of the impact of customer satisfaction on future COS. The authors propose that while higher customer satisfaction can lower future COS, the degree to which a firm realizes this benefit depends on its strategy and operating environment. Analyzing almost two decades of data from 128 firms, the …

Social Media’S Impact On Customer Satisfaction In The Hospitality Industry, Alexander Freund

Hospitality Graduate Student Scholarship

No abstract provided.

Csisg Fieldwork Methodology Whitepaper, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

Comparisons of Results and Respondent Demographic Profiles between Interviewer Administered Face-to-face Survey and Respondent Self-administered Online Survey for the Customer Satisfaction Index of Singapore (CSISG)

Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2019. Singapore’s 2019 national score was computed using the data collected during these four quarters.

The Effect Of Switching Cost And Product Return Management On Repurchase Intent: A Case Study In The B2b Distribution Channel Context In Indonesia, Stanley Utomo Lesmono, Thomas Santoso, Serli Wijaya, Ferry Jie

Research outputs 2014 to 2021

Business-to-Business (B2B) market normally deals with fewer customers; thus it creates a close relationship between customers and sellers. This relationship must be managed in a way so that it can encourage customer willingness to purchase again. As such, switching cost risk will become less as the customers keep buying from the same channel. At the same time, good return management system also plays an important role for stimulating re-purchase intent in addition to other factors such as customer satisfaction and customer value. This study aimed to analyse the effect of switching cost and product return management on re-purchase intent with …

Customer Satisfaction Index Of Singapore 2019: Q3 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s 13th year of measurement.

The Impact Of The Content Of Online Customer Reviews On Customer Satisfaction: Evidence From Yelp Reviews, Langtao Chen

Business and Information Technology Faculty Research & Creative Works

As customers are increasingly participating in online product and service reviews, companies can leverage the content of those consumer reviews to improve or retain customer satisfaction. By using a panel data set collected from Yelp, this study empirically tests the effects of voting and sentiment of customer reviews on future customer satisfaction. The results show that cool votes on customer reviews have a positive impact on customer satisfaction in the next month. While average positive sentiment score has a positive effect on customer satisfaction of a restaurant, average negative score has a negative influence. In addition, the diversity of the …

Customer Satisfaction Index Of Singapore 2019: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time. 2019 marks the 13th year of measurement for the CSISG national study.

Do Satisfied Employees Deliver Better Service Experiences That Result In Satisfied Customers, And, What Are The Factors Affecting Employee Satisfaction And Customer Satisfaction?, Chuen Kong Kevin Cheong

Dissertations and Theses Collection (Open Access)

It is often said that a happy worker is a good worker, but do happy workers in the service industry result in happy or satisfied customers or guests? This research aimed to seek out answers to this anecdotal question by surveying both frontline, customer-facing employees and visitors or guests in several visitor attractions in Singapore and the Philippines. The research found significant correlation between job satisfaction, psychological empowerment and guest satisfaction, particularly in zone-managed visitor attractions. Zone-managed attractions did not deploy the conventional and traditional functional operating structure; employees’ job functions were clustered by customer touchpoints associated with how the …

Using Personal-Type Relationships (Guanxi) To Attract And Retain Customers In Small Business Enterprise (Sbe): An Empirical Study In Uae, Abu Dhabi, Hadi Saif Albadi

Dissertations

Very few researchers have investigated the underlying socio-cultural formulas in the aspects of culture that affect relationships around the globe. Middle Eastern cultures give great importance to personal-type relationships (akin to the Chinese concept of Guanxi), in many different spheres of life. This research identifies the factors composing the unique forms of such relationships that are found in the context of Abu Dhabi city. The research focuses on the significant role and the effect of the cultivation in business contexts of personal-type relationships, characterized by the presence of personal trust, empathy, reciprocity, bonding, face, and affection. The aim of this …

Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2018. Singapore’s 2018 national score was computed using the data collected during these four quarters.

An Approach To Determining Customer Satisfaction In Traditional Serbian Restaurants, Florentin Smarandache, Dragisa Stanujkic, Darjan Karabasevic, Edmundas Kazimieras Zavadskas, Fausto Cavallaro

Branch Mathematics and Statistics Faculty and Staff Publications

The aim of this paper is to make a proposal for an easy–to–use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents’ real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-touse procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision …