Pdf factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create. Among those independent factors, the highest positive result of the coefficient correlation is the relationship between organization image and customer satisfaction. Factors influencing customer satisfaction with usage of. A study of factors influencing customer satisfaction. How employee satisfaction affects customer satisfaction. This research will probe an increase in the four elements that are considered to be primary in the determination of student satisfaction, namely. Factors affecting customer satisfaction in online banking. Factors influencing the use of customer satisfaction. This study is an effort to help the hotel industry understand the factors that matters to the customer satisfaction. Among these variables, image appeals is found to have a highest impact and has 3 times higher influence than the other factors on customer satisfaction. The core offer remember that its not all about gimmicks and loyalty card programmes it is the core offer itself that will influence how long a. We examine the extent to which certain hotel features affect customer satisfaction in the european hospitality industry. Following are the important factors that could affect customer satisfaction.
Factors affecting customer satisfaction on global journals. After controlling for the hotel classification, we identify eight additional factors that affect customer satisfaction. After the validation of measurement scales, the hypothesis is verified through structural modeling. Pdf factors affecting customer satisfaction researchgate. This therefore goes to point out the relevance of identifying the various antecedents that best influences a customers experience and improving upon them. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. The objective of the study is to determine the factors which influence employees job satisfaction at. Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. This study determines the factors that influence job satisfaction in public organizations in tanzania, using tanzania electric supply company tanesco limited as a case study. Evaluating factors influencing consumer satisfaction. An implementation on thai postal service, bangkok area. Pattarakitham, amornrat, the factors influence customer satisfaction and loyalty. That is, customer relation and service, staff competency and responsive and convenient banking.
In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. The conception of customer satisfaction on services customer satisfaction is a goal of each organization bagdoniene and hopeniene, 2005. The aim of this paper is to quantify factors and identify the most important factors influencing customer satisfaction with public city transport within conditions of the czech republic. Factors influencing customer satisfaction in health care. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. A total of 300 questionnaires were randomly distributed. Olivers definition of customer satisfaction in 1980, suggests that customer satisfaction is achieved after the combined assessment of the service factors that constituted that service. More specifically, the focus is on examining the grouped impact of the factors. In other words, strong security attribute does increase the degree of customer satisfaction. The internet has become a vital part of peoples daily lives. Factors influencing the success of management programs in hospitals are care services and attention to patient satisfaction.
Customer satisfaction is a significant issue for most marketers. Factors influencing customer loyalty toward online shopping. Employee interactions set the tone for a positive or negative customer experience. Factors influencing customer satisfaction with atm banking. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Pdf factors that influence customer satisfaction in. Customer satisfaction, service quality, bank, factor analysis. A study of the factors influencing customer satisfaction. The paper is based on a study of 17 firms working with customer satisfaction measurements and. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want.
Finally, it is observed that privacy, reputation and price are key factors to affect customer satisfaction in the internet banking service. Before we examine how digital affects customer loyalty, lets first look at the business factors in general that influence commitment. Journal of discrete mathematical sciences and cryptography. The factors affecting customer satisfaction and customer loyalty a study of local taxi companies in ho chi minh city, vietnam. Factors influencing customer satisfaction marketing essay. Exploring the influence of the human factor on customer. The purpose of this paper is to study factors influencing customer satisfaction information usage in relation to the various stages in a customer satisfaction information usage process. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in pakistan. In the study conducted by christian and france 2005, they identified three categories of factors as keys to influence esatisfaction in which including technology, shopping, and. The factors affecting customer satisfaction and customer loyalty.
The main objectives of the study were to identify the influence. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. To investigate the role of brand efficiency to improves customer satisfaction and. These also apply in a b2b environment as well as b2c. Equally, turkey customer satisfaction rate in the banking sector increased by 3. Customer satisfaction is an important element to the every organizations existence. So the main issue of this work is to find out the main conceptions and factors of customer satisfaction on services and its importance for organizations. Factors affecting customer satisfaction in online banking service. Factors influencing customer satisfaction in health care services.
The factors influencing satisfaction with public city. Employees are the driving factor behind customer satisfaction. Thus it is important to take an integrative approach and improve key marketing and technical factors. Design aesthetics and information qualityhas 2 times higher influence than the rest of the factors on customer satisfaction. Factors affecting customer satisfaction and customer.
Customer satisfaction is established when brand fulfills the needs and desires of customers. The current paper examines the impact of service strategy on customer satisfaction in airasia malaysia. The analysis results show that although these constructs do have a significant influence on customer satisfaction, not all the variables of each construct have the same effect. Thus as an end result, the idea is to discover which factors have an effect on both. The research methodology was designed to collect data from 126 respondents where by using different research tools. The study found that three factors that influence consumers satisfaction level of the banks. Factors that influence customer satisfaction in airline. The most pleasant experience with a person cant make up for bad food, faulty products, or shipping delays. Evaluation of factors influencing patient satisfaction in. Xiv international business and economy conference ibec bangkok, thailand, january 58, 2015. A study of factors influencing customer satisfaction icehm. International journal of innovation, management and technology, vol. In fact, a satisfied customer is a profit supplier and organizations that fail to attract their customers satisfaction will face the threat of dissolution in the long term. The factors affecting customer satisfaction and customer.
To investigate the role of brand performance in customer satisfaction and loyalty. Factors influencing consumers online purchase intention. The paper is based on a study of 17 firms working with customer satisfaction measurements and two firms providing such measurements. The factors influence customer satisfaction and loyalty. Pdf factors affecting the service quality and customer. The authors validate the hypothesis and a measurement model. The above factors could be widely classified under two categories i. Data were collected from one of the leading online hotel reservation services systems. It has changed consumer behaviour in many ways, including financial transactions formerly requiring a visit to a bank branch to. This study is aimed to examine the important changing aspects that influence customers. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Influence factors of customer satisfaction in crossborder ecommerce. Duong, qb 2016, the influence of store environment on customer satisfaction across different customer demographic segmentations within australian supermarkets, dba.
Previous research has identified various factors that determine customer satisfaction in retail banking sector in western countries. The purpose of this paper is to study factors influencing customer satisfaction information usage in relation to the various stages in a customer satisfaction. The quantitative research method is used in the present paper. Influence factors of customer satisfaction in crossborder. Studentteacher relationship, experiences provided to. Factors that influence customer satisfaction in airline industry in malaysia doi.
To study the impact of customer satisfaction on brand loyalty. To examine the various factors influencing brand loyalty. On the basis for that reason, the researchers devote the majority of the time by looking factors influencing customer satisfaction in commercial banks. Factors affect the customer satisfaction of internet. The main objective of this paper is to identify all the main factors that influence the customer satisfaction in banking at the present contemporary global and highly competitive economy. Identification of factors that affect customer satisfaction is the main objective of the research. The research method will help in examining the various factors those results in satisfaction in retail banking. The literature is summarised and classified in table 1. This research was conducted to examine the factors affecting.
Thus, the motivation of this study is to determine key antecedents that influence ecommerce customer satisfaction, trust, and loyalty in. Objective two, the perceived value of customers can influence customer satisfaction. The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of pakistan. Factors leading to students satisfaction in the higher. There is a positive relationship between foodservice and. However, the entire objective is to discover factors influencing customer satisfaction in contact centers and, then, test them for their impact on efficiency. As a consequence price, service quality, product quality had an indirect impact on customer loyalty. Nevertheless, apart from the study by kassim and ismail 2009 empirical research on antecedents of ecommerce customer satisfaction, trust, and loyalty in developing arab countries is limited. This increasing competition demands high customer satisfaction not only to earn good profits, but also sustain in this sector.
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