Satisfaction guaranteed: a marketing research approach to measuring customer satisfaction and identifying competitive opportunities

1989 ◽  
Vol 4 (2) ◽  
pp. 5-16 ◽  
Author(s):  
P. Linda Pacheco
Keyword(s):  
Customer Satisfaction ◽  
Marketing Research ◽  
Research Approach

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

From a Seed to a Need: the Growth of Shape Memory Applications in Europe.

1991 ◽  
Vol 246 ◽  
Author(s):  
Ir. J. Van Humbeeck
Keyword(s):  
Shape Memory ◽  
Low Cost ◽  
Marketing Research ◽  
Research Approach ◽  
Manufacturing Cost ◽  
Product Price ◽  
Key Factor ◽  
Place Promotion ◽  
Memory Applications ◽  
The Cost

AbstractA more systematic marketing research approach has finally revealed good ideas anticipating a market need for the use of shape memory alloys. The success of those new ideas, prototypes and applications are analysed in terms of “the value of the function”, defined as the importance of the function divided by the cost of providing the function. A high importance and/or a low cost of the function are thus the basic requirements for the successful introduction of shape memory applications. Attention is also paid to the way how the 4 P's, product, price, place, promotion (the marketing mix) are applied by the European companies. Those different items will be illustrated on the basis of some small-, medium- and largescale applications, used in different markets. “to the point research”, fundamental and applied, on material properties as well as on manufacturing (cost reduction) is being discussed as the key factor to increase the function value.

Determining the Role of Customer Satisfaction in Gaining Customer Loyalty among Cafés

2020 ◽  
Vol 8 (1) ◽  
pp. 74-85
Author(s):  
Allen Joshua P. Cuñado ◽  
Cathlyn Mae Painagan ◽  
Jeshnin Ann L. Cuñado ◽  
Ella Marie D. Palmada ◽  
Zenar Jane A. Mumar ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Correlation Coefficients ◽  
Significant Degree ◽  
Business Success ◽  
Research Approach ◽  
Chi Square ◽  
Chi Square Test

Café as an establishment primarily sells refreshing drinks, snacks, and light meals, with coffee being their flagship product. This type of business is steadily multiplying around the city of Tagbilaran, Bohol, Philippines. Customers have linked to business success as well as customer satisfaction and customer loyalty. This study was implemented to analyze the role of customers’ satisfaction in gaining customers’ loyalty, specifically among purposively selected cafés. The quantitative method of research approach was used with the aid of questionnaires. The data gathered were statistically treated making use of frequency, composite means, weighted mean, chi-square test, and Pearson correlation coefficients. The respondents included 210 customers from the purposively selected cafés. Results showed respondents to be very satisfied (VS) for the Product; for the price; for the place; for the service quality; and moderately satisfied (MS) for promotion. Results further showed that there is a significant degree of relationship between customer satisfaction and customer loyalty.

scholarly journals A CONCEPTUAL PAPER FOR SELF-SERVICE TECHNOLOGY (SST) ON GRABCAR USERS

2020 ◽  
Vol 8 (2) ◽  
pp. 569-578
Author(s):  
Nur Dalila Mukhtar ◽  
Asyraf Afthanorhan ◽  
Puspa Liza Ghazali ◽  
Hazimi Foziah
Keyword(s):  
Customer Satisfaction ◽  
Marketing Research ◽  
The Self ◽  
Novel Theory ◽  
Different Dimensions ◽  
Conceptual Paper ◽  
Self Service ◽  
Self Service Technology ◽  
The Right ◽  
Customer Satisfaction And Loyalty

Purpose of the study: The main purpose of this study is to explore the suitability of the self-service technology (SST) factor in transportation marketing research. SST is a novel theory that initially was developed for technology devices. Thus, SST is carry on to examine their usefulness on customer satisfaction and loyalty. Methodology: This research paper is conceptually based on a critical review of self-service technology, customer satisfaction and loyalty toward the Grabcar services in East Coast Malaysia. Main Findings: The researchers propose a model where the self-service technology is accounted for from two different dimensions (Functionality and Enjoyment). This study also makes an attempt to relate all these factors in determining the loyalty of the customers. Applications of this study: This study will enable the decision-maker to understand better ways to increase the satisfaction of the customer. Novelty/Originality of this study: This study offers a theoretical framework for applied researchers who are interested in transportation marketing. As SST becomes popular during Industrial Revolution4.0, this is the right time to promote a new model for investigation purposes.

A Review of Antecedents of Online Repurchase Behavior in Indian E-Commerce Paradigm Shift

2021 ◽  
pp. 1578-1597
Author(s):  
Syed Habeeb ◽  
K. Francis Sudhakar
Keyword(s):  
Systematic Review ◽  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Marketing Research ◽  
Journal Articles ◽  
Exclusion Criteria ◽  
Repurchase Intentions ◽  
Online Consumer Behavior ◽  
Research Areas ◽  
Online Consumer

The purpose of this chapter is to highlight research areas of customer satisfaction and repurchase intentions and their antecedents in the Indian e-commerce industry. To retain, attract, and satisfy customers, e-retailers need to understand how and why online customers evaluate a web store. The relevant areas of consumer behavior and marketing research were derived to explain the possible gaps to study with respect to e-commerce in India. To do so, a systematic review of online consumer behavior literature is conducted. Following inclusion and exclusion criteria, a total of 109 journal articles are analyzed. The major finding of the chapter was that there is very less amount of research considering the areas of customer satisfaction, trust, loyalty along with repurchase behavior of the online customer in specific to the Indian context. Therefore, it is a need of the hour to extend the study to know the repurchase behavior of the online consumer in present time.

scholarly journals Evidence-Based Marketing for Academic Librarians

2006 ◽  
Vol 1 (1) ◽  
pp. 69 ◽  
Author(s):  
Yoo-Seong Song
Keyword(s):  
Business Students ◽  
East Asian ◽  
Marketing Research ◽  
Marketing Strategies ◽  
Library Services ◽  
Research Approach ◽  
Strategic Decisions ◽  
College Of Business ◽  
The University ◽  
Graduate Business Students

Objective - In developing marketing strategies for the Business & Economics Library (BEL) at the University of Illinois at Urbana–Champaign (UIUC), a survey was designed to answer the following questions: • Should BEL develop marketing strategies differently for East Asian business students? • What services do graduate business students want to receive from BEL? • With whom should BEL partner to increase visibility at the College of Business? Marketing research techniques were used to gather evidence upon which BEL could construct appropriate marketing strategies. Methods - A questionnaire was used with graduate business students enrolled at UIUC. The survey consisted of four categories of questions: 1) demographics, 2) assessment of current library services, 3) desired library services, and 4) research behavior. The data were analyzed using descriptive statistics and hypothesis testing to answer the three research questions. Results - East Asian business students showed similar assessment of current services as non-East Asian international business students. Survey results also showed that graduate business students had low awareness of current library services. The Business Career Services Office was identified as a co-branding partner for BEL to increase its visibility. Conclusion - A marketing research approach was used to help BEL make important strategic decisions before launching marketing campaigns to increase visibility to graduate business students at UIUC. As a result of the survey, a deeper understanding of graduate business students’ expectations and assessment of library services was gained. Students’ perceptions became a foundation that helped shape marketing strategies for BEL to increase its visibility at the College of Business. Creating marketing strategies without concrete data and analysis is a risky endeavor that librarians, not just corporate marketers, should avoid.

Dairy Products as Food Protein Resources

1976 ◽  
Vol 39 (11) ◽  
pp. 778-795 ◽  
Author(s):  
J. J. JONAS ◽  
T. W. CRAIG ◽  
R. L. HUSTON ◽  
E. H. MARTH ◽  
E. W. SPECKMANN ◽  
...  
Keyword(s):  
Dairy Products ◽  
Dairy Product ◽  
Marketing Research ◽  
Research Approach ◽  
Food Protein ◽  
Consumer Health ◽  
Consumer Motivation ◽  
Product Consumption ◽  
Nutrition Research ◽  
Dairy Product Consumption

An overall, continuous downward trend in milk production and utilization can be observed in the U.S. during the last 30 years. The per capita dairy product consumption decreased by about 10% in every decade. Since dairy products supply an important portion of the nation's protein, and 75% of our calcium needs, it seems to be important to understand the causes of this decline. To overcome the decline, the rationale of a coordinated technological, nutritional, and marketing research approach is discussed in this paper. The future of the dairy problem is analyzed from three interrelated viewpoints: (a) product reserach to meet consumer needs, (b) nutrition research to promote consumer health, and (c) marketing research to explore consumer motivation.

scholarly journals Exploring customer satisfaction with university cafeteria food services. An empirical study of Temptation Restaurant at Taylor’s University, Malaysia

2017 ◽  
Vol 8 (2) ◽  
pp. 96-106 ◽  
Author(s):  
Anshul Garg ◽  
Jeetesh Kumar
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Research Approach ◽  
Food Services ◽  
Quality Factors ◽  
Staff Members ◽  
Service Characteristics ◽  
Food And Beverage ◽  
The University ◽  
The Relationship

Abstract This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor’s University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. It could be concluded from the results that the influence of price offered at the university cafeteria had a significant effect on respondents’ loyalty. The result of this study offers a direction towards better the services and facilities, which lead to an increase of the competitive influence of the restaurant business in the marketplace.

scholarly journals Customer Satisfaction in the Banking Industry in Ghana: A Case of GCB Bank Limited in Wa Municipality

2016 ◽  
Vol 3 (2) ◽  
pp. 217 ◽  
Author(s):  
Abdul-Moomin Adams ◽  
Motin Bashiru ◽  
Ibrahim Abu Abdulai
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Banking Industry ◽  
Training Programme ◽  
Primary Data ◽  
Research Approach ◽  
Cross Sectional ◽  
Service Training ◽  
Wa Municipality

<p>The banking industry in the Wa Municipality has experienced some growth over the past decade. This results in increased competition among banks in the industry as each bank tries to capture a greater market share. Banks achieve competitive advantage through innovations of products that reflect customers’ expectations. Despite this competition, customer satisfaction in GCB Bank Limited is perceived to be low. However, there is no empirical evidence to establish whether the products and services delivered by the bank meet customers’ expectation. This study was set out to assess the quality of products and services of GCB bank; and to assess the level of customer satisfaction with products and services of GCB bank. The study employed the cross-sectional research design and the mixed research approach so that the research findings could be generalized. Primary data were collected from 155 customers of GCB bank using questionnaires. The customers were selected through accidental sampling. Data were analysed using descriptive statistics. The study revealed that current account, savings account and ATM services were at least of high quality to majority of the respondents. However, over 40% of the respondents were not satisfied with the quality of the bank’s products and services. Management of GCB bank should organize a regular in-service training programme on customer service for the entire staff of the Wa branch in order to improve their customer service skills which would ultimately impact positively on the performance of the bank.</p>

scholarly journals Pengaruh Bauran Pemasaran Terhadap Kepuasan Pelanggan Trans Studio Makassar

Tata Kelola ◽  
2020 ◽  
Vol 7 (1) ◽  
pp. 78-87
Author(s):  
Mira Hijriah ◽  
Mahfud Nurnajamuddin ◽  
Serlin Serang
Keyword(s):  
Customer Satisfaction ◽  
Qualitative Methods ◽  
Research Method ◽  
Marketing Mix ◽  
Research Approach ◽  
Visitor Satisfaction ◽  
Insignificant Effect ◽  
Physical Evidence ◽  
In Trans ◽  
Quantitative And Qualitative Methods

Tujuan penelitian ini adalah untuk menganalisis Pengaruh Bauran Pemasaran Terhadap Kepuasan Pengunjung Pada Trans Studio Makassar. Pendekatan penelitian yang digunakan adalah pendekatan deskriptif dan eksplanatori dengan metode kuantitatif dan kualitatif. Metode penelitian yang digunakan adalah regresi berganda dengan bantuan program SPSS V. 16, untuk sampel dalam penelitian ini adalah 116 orang pelanggan. Hasil penelitian menunjukkan bahwa: Harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar; produk berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar; promosi berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar.; distribusi berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar; people (orang) berpengaruh positif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar; proses berpengaruh positif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar dan bukti fisik berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar. The purpose of this study was to analyze the Effect of Marketing Mix on Visitor Satisfaction at Trans Studio Makassar. The research approach used is descriptive and explanatory approaches with quantitative and qualitative methods. The research method used is multiple regression with the help of the SPSS V. 16 program, for the sample in this study were 116 customers. The results showed that: Price had a positive and significant effect on customer satisfaction in Trans Studio Makassar; the product has a negative and insignificant effect on Trans Studio Makassar customer satisfaction; promotion has a negative and insignificant effect on Trans Studio Makassar customer satisfaction; distribution has positive and significant effect on customer satisfaction of Trans Studio Makassar; people (people) positive and not significant effect on customer satisfaction Trans Studio Makassar; the process has a positive and not significant effect on Trans Studio Makassar customer satisfaction and physical evidence has a positive and significant effect on Trans Studio Makassar customer satisfaction.

Sign in / Sign up

Export Citation Format

Share Document