Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. Three essays on the customer satisfactioncustomer loyalty. In a sample involving candidates, the number of respondents who favored convenience and customer satisfaction rose above 6% as compared to the same poll of candidates conducted the previous year, 43% of those respondents said that it would not take lot to switch from one bank to another that make them feel valued and cherished as customers. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms.
Save your documents in pdf files instantly download in. The publishpurchase phase really is input for the next prepurchase phase. These factors can be categorized in many ways, for examples, service. Other reasons for making the survey are also very important. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. Factors influencing customer satisfaction with atm banking. We recommend keeping customer satisfaction surveys short and sweet to reduce survey fatigue and improve the quality of your responses. Noriaki kano has developed a model for customer satisfaction, where quality. Influence of digital banking on customer satisfaction. When examining customer satisfaction, the authors aimed their research at the current state of customer satisfaction as well as alhawari and ward alhawari, ward, 2006. Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product. In order to achieve loyal and satisfied customers we have to delight our. A study of the factors influencing customer satisfaction and. Liu 2000 stated, for example, that customer satisfaction is a function of service performance relative to the customer expectation.
A customer satisfaction analysis is a technical document prepared in the corporate sector, by almost all profitmaking organizations that deal with a huge clientele. Measuring customer satisfaction with service quality using. More than 1,200 hoosiers were surveyed and we obtained responses from at least 200 people in each of the six indot districts. Customer satisfaction resume samples and examples of curated bullet points for your resume to help you get an interview. Final thesis for master of business administration in business management. Service quality and customer satisfaction in the hotel industry supervisor. Customer satisfaction pdf thesis proposal its remains noted that feelings can be found within the prepurchase, purchase and publishpurchase phase of interactions. It is reasonable to read a free example research proposal on customer satisfaction in banking prepared by the experienced writer and learn about the correct manner of writing.
May 31, 2019 theres a direct link between employee satisfaction and customer satisfaction. Today, companies face their toughest competition, because they move from a product and sales philosophy to a marketing philosophy, which gives a company a better chance of. The combined effect objectives the purpose of this study is to. This will be conducted with the assessment of related literature. Customer satisfaction and service quality are one of the basic opportunities which help. How employee satisfaction affects customer satisfaction. Sample survey questions that go beyond the template while our premade template will give you a head start for setting up your customer satisfaction survey and can be used right out of the box, we recommend. Thomassens customer satisfaction model according to thomassen, both the socalled value proposition and other influencers have an impact on final customer satisfaction. The relationship between customer satisfaction and employee satisfaction is quite strong as the performance, relationship and behaviour of the. This master thesis was written at the division of industrial marketing and ecommerce at. I, hamed alsemeri, declare that the dba thesis entitled the factors affecting job satisfaction. Analyzing the relationship between customer satisfaction.
Example of a theoretical framework on customer satisfaction. Journal of service quality and customer satisfaction in transportation pages. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan business school, ann arbor, michigan 481091234, usa b university of karlstad, service research center, 651 88 karlstad, sweden c nowegian school of management bi, p. Relationship between employee and customer satisfaction. As for example, customers will buy a car after taking a closer look. Research proposal sample on vodafone uk customer satisfaction introduction in the business industry, it is important to gather customer to make the product and services sold. Thesis on customer service essay example studymoose. To measure service quality and customer satisfaction in the hotel industry, there are some models. The relationship between customer satisfaction and employee satisfaction is quite strong as the performance, relationship and behaviour of the employee towards the customer are directly related to job satisfaction of the employee. This will be conducted with the assessment of related literature to show the relevance of the literature to the study. It is discovered from literature and previous research on relevant theories for this research. A customer perception and satisfaction survey for a chinese buffet. Customer satisfaction in banking introduction aiming for the customer satisfaction is the most challenging task in every organization.
The factors that influence customer satisfaction and customer loyalty are explored. Thus, the motivation of this study is to determine key antecedents that influence ecommerce customer satisfaction, trust, and loyalty in. More specifically, the focus is on examining the grouped impact of the factors. A factor to increase the sale is the satisfaction of the customer, which leads to customer loyalty wilson et al. Thesis of customer satisfaction in fast food background customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. Pdf customer satisfaction is an important element to the every organizations existence. Customer satisfaction pdf thesis proposal i help to study. Thus, the motivation of this study is to determine key antecedents that influence ecommerce customer satisfaction, trust. Other factors affecting professional service firms. Part targeted existing express riders for the customer satisfaction survey. A thesis submitted to the institute of distance learning, kwame nkrumah. Research proposal on customer satisfaction in apple retail. In order to achieve loyal and satisfied customers we have to delight our customers continuously and also aim at exceed customers. The customer satisfaction survey was prepared by the.
Even if there are instances when the customers are obviously in the wrong, the staff and the business owners of an establishment will still heed to the customers wants because that is one of the. Other authors have brought out theories relating customer satisfaction and service quality in their researches. His guidance helped me during the time of research and writing of this thesis. In the banking industry, most researchers are interested in maximizing customer satisfaction. Theres a direct link between employee satisfaction and customer satisfaction. Customer satisfaction and consumer loyalty 2 abstract the purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Customer satisfaction in banking introduction aiming for the customer satisfaction is the most challenging task in every organization through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are. Research proposal on customer satisfaction free essays. The data collected by interviewing the staffs of the apple retail stores in u. Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. According to the knowledge of the author of this thesis, such studies have not been. Wang and hingpo, 2002 showed that the dynamic relationship among service. Definition of customer satisfaction it is not enough to fulfil the basic needs and expectations of the customers. Whenever customers want to buy, their aim is to maximize their satisfaction from the product or service.
Surveys were distributed to all express routes, parts email list, facebook, twitter, as well as posted on the homepage of the part website. The evolution and future of national customer satisfaction index models1 by michael d. Wangondu a research project report submitted to the chandaria school of business in partial fulfillment of the requirement for the degree of masters in business administration mba united states international. A study of the factors influencing customer satisfaction and efficiency. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. This study included a sample of 267 customers, while the exact number of employees was unknown. Thesis of customer satisfaction in fast food background customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass. The relationship between customer satisfaction and service.
Jessica eriksson student umea school of business spring semester 2011 masters thesis, twoyears, 30hp. Today marketplace entails organizations to build strong relationship with customers and not. Today, companies face their toughest competition, because they. Company x, 39 pages, 1 appendix saimaa university of applied sciences. In a sample involving candidates, the number of respondents who favored convenience and customer satisfaction rose above 6% as compared to the same poll of candidates conducted. Thesis of customer satisfaction in fast food essay sample. Abadh jibi ghimire service quality and customer satisfaction. Data was entered and analyzed through the statistical package for. Related literature customer satisfaction is the most fundamental requirement for being in business. Customer satisfaction has been a central concept in marketing literature and is an important goal of all business activities. For example, researching which variables can be best used together to. Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. Knowing the factors that influence customers satisfaction with atm banking is of significance.