Business Commons^™

Customer Satisfaction Index Of Singapore 2011: 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 with 2011 marking its fifth year of measurement.

Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.

Management, Marketing and Operations - Daytona Beach

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 …

Impulse Buying On The Internet, Claire Elizabeth Crafts

LSU Master's Theses

Technology makes buying faster, smarter, and more convenient for consumers, and supplies endless opportunities for impulse buying. Research of this topic examines influencers for impulsive online shopping, and marketing techniques used to encourage such actions. After a thorough literature review to identify important factors relating to impulsive purchases and to develop hypotheses, a survey is conducted to provide data on which the hypotheses can be tested. The survey is divided into four sections examining the effectiveness of online marketing techniques, shopping habits, Internet habits, and questions relating to a recent online impulse purchase. Theories to test include ones relating to …

Exceeding Expectations, John F. Cannon Jr.

Physical Plant Published Works

Have you ever experienced the frustration of dealing with a disappointed customer when you knew you provided excellent service? How did you feel when that happened? Frustrated? Confused? Incidents like this are usually the result of misunderstood expectations. Expectations play a major role in our lives and are particularly important for those in the facilities profession. This article clarifies the role of expectations in customer satisfaction, and provides the framework for developing a plan to improve customer satisfaction which will enhance the reputation of your department. The guidelines are also provided to change your corporate culture and set the stage …

Customer Satisfaction Index Of Singapore 2011: Q2 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 nation, sector, sub-sector, and company levels. Currently in its fifth year of measurement, the CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy both over time and across countries.

Relationship Between Customer Satisfaction And Service Quality Of Islamic Banks, Muhammad Naeem Akhtar, Ahmed Imran Hunjra, Syed Waqar Akbar, Kashif Ur Rehman, Ghulam Shabbir Khan Niazi

Ahmed Imran Hunjra (PhD)

Customer Satisfaction Index Of Singapore 2011: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG), currently in its fifth year of measurement, is an indicator of the quality of goods and services produced in the Singapore economy. CSISG complements production-based measures such as Gross Domestic Product (GDP) by providing an assessment from the buyers’ point of view. Both types of measures are necessary as economic growth hinges not only on producing more, but producing better products and services.

Customer Satisfaction Index Of Singapore 2010: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) has completed its fourth consecutive year of measurement since 2007. Under a quarterly measure and release system with two out of eight sectors measured per quarter, CSISG 2010 scores of companies for the Retail and Info-Communications sectors were released in the first quarter of 2010, Transportation & Logistics and Education sectors released in the second quarter, Food & Beverage and Tourism sectors released in the third quarter, and finally the current release of Finance & Insurance and Healthcare sectors, marking the end of measurement for 2010. The CSISG 2010 national score is computed …

Customer Satisfaction, Loyalty And Repurchase: Some Evidence From Apparel Consumers, Tamilla Curtis, Russell Abratt, Paul Dion, Dawna L. Rhoades

Management, Marketing and Operations - Daytona Beach

While customer satisfaction, loyalty and repurchase intent are some of the most researched areas in marketing and consumer behavior, there is little certainty on the direction and strength of these relationships. After completing a literature review, this study develops a model of loyalty dimensions, satisfaction and repurchase intent. A sample of 499 respondents who had purchased jeans was interviewed in the Southeastern United States. Results were analyzed using Structural Equation Modeling. The results of nine hypothesized relationships are discussed. A significant positive relationship exists between commitment and repurchase/repurchase intent. Some surprising findings also emerged as the model was modified. It …

Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion

Management, Marketing and Operations - Daytona Beach

The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchase satisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase …

Corporate Image In The Leisure Services Sector, Joanna Minkiewicz, Jody Evans, Kerrie Bridson, Felix Mavondo

Dr. Joanna Minkiewicz

No abstract provided.

Customer Satisfaction Index Of Singapore 2010: Q3 Results, Customer Satisfaction Index Of Singapore 2010: Full Year Overview

Research Collection Institute of Service Excellence

Following the release of CSISG results for the Retail, InfoCommunications, Transportation & Logistics, and Education sectors in the first two quarters of 2010, the current third quarter release of results are of the Food & Beverage (F&B) and Tourism, Hotels & Accommodation Services (THAS) sectors. CSISG results of the final two economic sectors for 2010, the Finance and Healthcare sectors, is scheduled to be released in January 2011, together with the 2010 national score. CSISG company scores are based on face-to-face interviews with end users of companies’ products and services. Sub-sector scores are derived as a weighted average of company …

Customer Satisfaction Index Of Singapore 2010: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

Transiting to a quarterly release, the Customer Satisfaction Index of Singapore (CSISG) has completed its first round of measurement for the Retail and Info-Communications sectors. Annually, CSISG currently measures 8 key economic sectors of Singapore with company, sub-sector, and sector results of two economic sectors released each quarter. The national score for 2010 will be updated in January 2011. CSISG company scores are generated based on face-to-face interviews with companies’ customers after the consumption of their products and services. Company scores in a sub-sector are then aggregated up in proportion to their revenue contributions to derive each sub-sector score. Similarly, …

Customer Satisfaction Index Of Singapore: Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

Since 2007, customer satisfaction from the consumption of products and services in 8 key economic sectors of Singapore were measured and scores released annually through the Customer Satisfaction Index of Singapore (CSISG). Currently the CSISG is undergoing a transition from an annual to quarterly release of results. CSISG results of 6 economic sectors were released in October 2009. The release of results for the 2 remaining sectors: Healthcare, and Finance & Insurance, and an update to the national score concludes the measurement for 2009. Starting from 2010, CSISG company, subsector, and sector scores will be updated quarterly, on a rolling …

Cross-Cultural Customer Satisfaction Of High Technology Companies In China, India, And Japan, William H. Bleuel, Darrol J. Stanley

GSBM Faculty Scholarship

Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in China, India and Japan to determine whether or not there is a difference in satisfaction scores for field service, depot repair and help desk. The statistical results at a 5% confidence level indicate there is a difference in customer perception in all service support areas. The results clearly indicate that companies need to understand these differences in …

Successful Strategising Through Customer Exclusion, Edward Kasabov, Alex Warlow

Association of Marketing Theory and Practice Proceedings 2010

Marketing tends to emphasise retaining existing customers and generating customer satisfaction and loyalty. However, observation of the current practices of businesses suggests that such an over-emphasis on customer satisfaction may be misplaced. Many successful companies have developed competitive advantage by practicing ‘Exclusion Marketing’. This discussion defines Exclusion Marketing, explores its main tenets and ingredients, and demonstrates how by implementing such tactics modern businesses can reduce the cost of their products and services while offering high levels of service to ‘good’ customers, while eliminating and ‘excluding’ troublesome or non profitable clients. This discussion contributes to debates on the relationship between companies …

Customer Satisfaction And Stock Returns Risk, Kapil R. Tuli, Sundar G. Bharadwaj

Research Collection Lee Kong Chian School Of Business

Over the past decade, several studies have argued that customer satisfaction has high relevance for financial markets because it has a significant impact on stock returns. However, little attention has been given to understanding the impact of customer satisfaction on the risk of stock returns. The finance literature suggests that investors that judge performance only in terms of returns place more resources than warranted in risky opportunities, forgo profitable opportunities, and apply misguided performance evaluations. Accordingly, this study develops, tests, and finds empirical support for the hypotheses that positive changes (i.e., improvement) in customer satisfaction result in negative changes (i.e., …

Customer Satisfaction Index Of Singapore: First Three Quarters Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) is now in its third year, the results of the first three quarters of CSIS G 2009 were obtained from survey data gathered between April and August 2009. The six sectors measured were: Retail, Food and beverage, Info-communications, Education, Transportation and logistics, Tourism, hotels and accommodation services.

Customer Satisfaction Index Of Singapore: Executive Summary 2008, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Institute of Service Excellence at Singapore Management University (ISES) was appointed by the Singapore Workforce Development Agency (WDA) to implement and maintain an annual benchmark for the services sectors in Singapore. The Customer Satisfaction Index of Singapore (CSISG) was first launched in April 2008 based on data collected from a nationwide survey conducted in 2007. In this second year, the results of CSISG 2008 were derived from the survey data gathered between November 2008 and January 2009.

Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way

Hospitality Review

As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.

Niches At The Edges: Price-Value Tradeoff, Consumer Behavior, And Marketing Strategy, Syed H. Akhter

Marketing Faculty Research and Publications

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 – …

삼성석유화학의 토털 마케팅을 통한 고객 가치 창출, You Jae Yi, Sun A La, Ki Wan Park, Lee

Asia Marketing Journal

The objective of the present case study is to analyze how effectively Samsung Petrochemical, which is a representative business-to-business corporation, has created customer value through total marketing strategy. Many business-to-business companies often underestimate or even denigrate the roles played by marketing within organizations and consider marketing investments as costs. However, the current case illustrates that total marketing strategy including brand marketing and others can be effectively employed to maximize customer value even in business-to-business sectors. The case summarizes that total marketing strategy of Samsung Petrochemical is comprised of two primary pillars: brand marketing and the SPC model as an implementation …

Taxonomy Of Selected Relationship Marketing Theories, Grace S. Thomson

Dr. Grace S. Thomson

Taxonomy of Relationship Marketing Theories

A customer-centric marketing strategy relies on the creation of value for the customer and the generation of value in return for the firm (Gupta & Lehmann, 2003). Seminal and contemporary philosophies of relationship marketing have populated scholarly journals and media for more than 50 years, addressing activities, strategies and behaviors of customer-centered firms.

This document presents a taxonomy of 20 relationship marketing theories and models that incorporate grounded theory and theoretical frameworks addressing different aspects of customer relationship marketing. An exploration of the works of Armstrong and Kotler (2008), Best (2009), Levitt (1960), King (1964), …

기업의 수익성과 가치에 미치는 고객만족의 동태적 영향, You Jae Yi, Kyoung Cheon Cha, Cheong Lim Lee

Asia Marketing Journal

No abstract provided.

Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Institute of Service Excellence at Singapore Management University was appointed by the Workforce Development Agency (WDA) to implement and maintain an annual benchmark for service related industries in Singapore. The 2007 Customer Satisfaction Index of Singapore (CSISG 2007) is based on data from a nationwide survey conducted between May 1 and July 23 2007. This survey was designed by the National Quality Research Center (NQRC) at the University of Michigan and modeled after the American Customer Satisfaction Index (ACSI).

Asp Effects In The Small Size Enterprise: A Case Of Bizmeka Of Korea Telecom, Hwanyoung Kim, Sunran Jeon, Jongheon Kim

Scholarship and Professional Work - Business

An application service provider (ASP) is a business model providing information technology (IT) enabled solutions to customers over the Internet. Utilizing an ASP model, small and medium-sized enterprises (SMEs) can acquire affordable IT solutions. Korea Telecom (KT), a leading IT company in Korea, provides an ASP service called Bizmeka to SMEs. In this study, we identify factors influencing the perceived benefits of Bizmeka usage. We also examine the relationship between the perceived benefits of Bizmeka usage and customer satisfaction. Based on the results of our survey, we found the following factors to be important in determining customer satisfaction with ASPs: …

Incorporating Value And Risk Management Principles In Developing Low-Income Housing Projects, Ayman Ahmed Ezzat Othman

Architectural Engineering

The construction industry is concerned with satisfying its customers’ needs through delivering projects that achieve their objectives and meet their expectations on time, within budget and as specified. Despite the several housing programmes constructed by government authorities, there is a real housing problem for the poor. This problem is attributed to a number of reasons. Amongst them, the inability of the low-incomers to cover the cost of supplied houses and the lack of the constructed projects to achieve users’ satisfaction. This highlighted the need to develop innovative and creative solutions that can deliver housing projects that achieve the satisfaction of …

Relationship-Building And Sales Success: Are Climate And Leadership Key?, Clive Muir

Faculty Publications

No abstract provided.

Aribex Nomad: Customer Satisfaction Report, Burke Alder, Alan Arthur, Ben Rasmussen

Student Works

The purpose of this project and therefore this report is to provide feedback to Aribex Corporation concerning the satisfaction of companies or individuals who have purchased and currently use the hand-held x-ray device called the Nomad. Research team is comprised of Burke Alder, Alan Arthur, and Ben Rasmussen.

The Golden Age: Service Management On Transatlantic Ocean Liners, Patrick J. Murphy, R. W. Coye

Patrick J. Murphy

Purpose – The paper seeks to explore lessons in service delivery from an industry that no longer exists. The transatlantic passenger liner dramatizes some of the most unique challenges of service delivery. The ship itself was a delivery mechanism completely separated from support services. Customers were essentially contained for extended periods. Whereas all customers received the same core transportation service, peripheral services varied substantially by service class.

Design/methodology/approach – Description of the historical context is followed by examinations of passenger and service provider perspectives to illustrate services expected and delivered. Primary and secondary source material is used to exemplify service …