Visualization of large-scale customer satisfaction surveys using a parallel coordinate tree

2004 ◽  
Author(s):  
D. Brodbeck ◽  
L. Girardin
Keyword(s):  
Customer Satisfaction ◽  
Large Scale ◽  
Satisfaction Surveys

scholarly journals Designing for the satisfaction of high-level needs

2014 ◽  
Vol 26 (6) ◽  
pp. 639-649 ◽  
Author(s):  
Petter Stenmark ◽  
Johan Lilja
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Innovation ◽  
New Product ◽  
Service Development ◽  
Content Type ◽  
The Creation ◽  
High Level ◽  
Satisfaction Surveys

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality. Design/methodology/approach – The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case. Findings – The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs. Originality/value – This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

Customer Satisfaction Contrasts: Express Versus Local Bus Service in Chicago's North Corridor

1998 ◽  
Vol 1618 (1) ◽  
pp. 143-152 ◽  
Author(s):  
Peter J. Foote ◽  
Darwin G. Stuart
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Survey Methodology ◽  
Quality Attributes ◽  
Service Improvement ◽  
Time Performance ◽  
The North ◽  
Bus Service ◽  
Satisfaction Surveys

Results of customer satisfaction surveys conducted for five express and two local Chicago Transit Authority bus routes serving Chicago’s North Corridor are presented. More than 4,000 surveys were returned from bus routes typically carrying more than 58,000 daily riders. Survey respondents were asked to proceed through a list of 10 service quality attributes, first indicating how satisfied they were with that service aspect and, second, rating the importance of that service feature to them. Both local and express bus riders were most satisfied with safety from crime and driver courtesy. They were both least satisfied with ability to find a seat and on-time performance at their stop. Four service features were also together rated highest in importance by both rider types: safety from crime, reach destination quickly, on time at stop, and frequency of buses. By further matching satisfaction against importance scores, the highest priority for ongoing bus service improvement in the North Corridor was assigned to better on-time performance and frequency of bus service. Customer satisfaction components of a customer loyalty index were also analyzed. On-board survey methodology conclusions regarding the ability of survey respondents to complete both importance and satisfaction components on both express and local bus routes with surveyor prompting are also presented.

scholarly journals Understanding the Continuance of Mobile Financial Services in Kenya

2020 ◽  
Vol 28 (3) ◽  
pp. 36-57
Author(s):  
Newman O. Omigie ◽  
Hangjung Zo ◽  
Andrew P. Ciganek ◽  
Suprasith Jarupathirun
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Value ◽  
Large Scale ◽  
Personal Values ◽  
Continuance Intention ◽  
Online Questionnaire ◽  
A Value ◽  
Mobile Financial Services ◽  
Outcome Behaviors

This study develops an integrated model that extends the means-end theory with customer value research and examines continuance intention towards using mobile financial services. A large-scale online questionnaire targeting M-PESA customers in Kenya was employed to analyze the research model. The results indicate that utilitarian and hedonic values affect continuance intention. Hedonic and personal values impact customer satisfaction, while customer satisfaction influences continuance intention. Customer satisfaction mediates the indirect effects of hedonic and personal values on continuance intention. This study presents a value-based framework to examine the hierarchical influences of customer value on attitudes and outcome behaviors. This study offers several research contributions as well as insights for practitioners to enhance mobile financial services for sustained adoption, use, economic and developmental success.

scholarly journals The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

2021 ◽  
Vol 9 (1) ◽  
pp. 2091-2098
Author(s):  
Maygita Karlina ◽  
Ma’ruf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Large Scale ◽  
Industrial Sector ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Repurchase Intentions ◽  
The City

The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google docs applications that can be accessed online via the internet by customers of online cafes and restaurants in Padang city, West Sumatra, Indonesia. In this study, there are three types of variables used, namely the first independent variable, namely e-service quality, the second is the mediating variable, namely customer satisfaction, and the third dependent variable is online repurchase intentions. Data analysis in this study used Partial Least Square (PLS). The results showed that E-Service Quality has a positive and significant effect on customer satisfaction and Online Repurchase Intention. Customer satisfaction also has a positive and significant effect on Online Repurchase Intention. The results of the mediation test show that satisfaction plays a role as a mediation between E-Service Quality and Online Repurchase Intention.

A National Customer Satisfaction Barometer: The Swedish Experience

1992 ◽  
Vol 56 (1) ◽  
pp. 6-21 ◽  
Author(s):  
Claes Fornell
Keyword(s):  
Customer Satisfaction ◽  
Large Scale ◽  
National Level ◽  
Empirical Support ◽  
Total Consumption ◽  
Market Structures ◽  
Economic Climate ◽  
Swedish Experience ◽  
High Level

Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more than 30 industries and for more than 100 corporations. The new index is intended to be complementary to productivity measures. Whereas productivity basically reflects quantity of output, CSB measures quality of output (as experienced by the buyer). The author reports the results of a large-scale Swedish effort to measure quality of the total consumption process as customer satisfaction. The significance of customer satisfaction and its place within the overall strategy of the firm are discussed. An implication from examining the relationship between market share and customer satisfaction by a location model is that satisfaction should be lower in industries where supply is homogeneous and demand heterogeneous. Satisfaction should be higher when the heterogeneity/homogeneity of demand is matched by the supply. Empirical support is found for that proposition in monopolies as well as in competitive market structures. Likewise, industries in general are found to have a high level of customer satisfaction if they are highly dependent on satisfaction for repeat business. The opposite is found for industries in which companies have more captive markets. For Sweden, the 1991 results show a slight increase in CSB, which should have a positive effect on the general economic climate.

Sign in / Sign up

Export Citation Format

Share Document