• Title/Summary/Keyword: Customer Satisfaction

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An International Index for Customer Satisfaction in the Construction Industry

  • Othman, Ayman Ahmed Ezzat
    • Journal of Construction Engineering and Project Management
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    • v.4 no.4
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    • pp.17-32
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    • 2014
  • In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project's success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

An Effect on Customer Satisfaction by the Consulting Service Quality of Internal Information Technology Audit (내부 IT감사의 컨설팅서비스 품질요인이 고객만족도에 미치는 영향에 관한 연구)

  • Sung, Ki-Hoon;Lee, Jung-Hoon;Park, So-Yeon
    • Journal of Information Technology Services
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    • v.9 no.4
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    • pp.71-94
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    • 2010
  • Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking (인터넷뱅킹에서 웹사이트 품질이 서비스가치와 고객만족에 미치는 영향)

  • Jo, Cheol-Ho;Park, Jeong-Won;Kim, Jong-Won
    • Proceedings of the Korean Society for Quality Management Conference
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    • pp.216-223
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    • 2006
  • An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

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An Empirical Study on the Factors Influencing Customer Satisfaction of Internet Banking (인터넷뱅킹의 고객만족에 영향을 미치는 요인에 대한 실증적 연구)

  • Yum, Chang-Sun;Hong, Jae-Bum
    • IE interfaces
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    • v.17 no.3
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    • pp.305-313
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    • 2004
  • This paper is to find out and analyse the factors of customer satisfaction as the critical success factors of internet banking. The research model with the factors influencing customer satisfaction is suggested. The result of this research are summarized as follows: First, perceived easy of use, perceived usefulness, perceived safety, and perceived responsibility have significantly positive influence on customer satisfaction. Second, customer satisfaction has significantly positive influence on intention of reuse and canvass. These research findings suggest the clue about making internet banking successful.

A Study of Customer Satisfaction upon to the Service Quality in Restaurants (외식업체에서 제공되는 서비스 품질에 대한 고객만족도에 관한 연구)

  • Jung, Kyoung-Ock
    • Korean Journal of Human Ecology
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    • v.14 no.1
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    • pp.193-208
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    • 2005
  • The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.

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서울시 투자기관에 대한 고객만족도 모델의 적용과 평가The Examination of Applying ACSI (American Customer Satisfaction Index) Model to Some Public Businesses Invested by Seoul Metropolitan Government

  • 이성호;김주영
    • Proceedings of the Korean Association for Survey Research Conference
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    • pp.7-19
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    • 2000
  • Much effort has been made to reliably measure customer satisfaction in the industry. Considering different ways of measuring and indexing satisfaction, the research on customer satisfaction warrants further development. We examined the major customer satisfaction indices along with the prior research stream of satisfaction, focusing on ACSI (American Customer Satisfaction Index). We, then, presented the empirical results of customer satisfaction model, using the data collected toward some public services provided by Seoul Metropolitan Government-owned businesses, which implied the usefulness of ACSI model. Finally, we discussed the study findings and limitations.

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The Influences of Service Quality, Product Quality and Pricein University Foodservice on Customer Satisfaction (대학교 학생 식당의 서비스 품질, 메뉴 품질, 가격이 고객 만족에 미치는 영향 - 부산 지역을 중심으로 -)

  • Kim, Kwang-Ji;Cho, Yong-Bum
    • Culinary science and hospitality research
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    • v.13 no.3
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    • pp.127-136
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    • 2007
  • The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

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A Study on the Family Restaurant Customers' Needs by Kano Model & Potential Customer Satisfaction Improvement Index : Based on Female Customers (Kano 모델 및 PCSI 지수를 통한 패밀리레스토랑 이용고객 Needs에 관한 연구 : 젊은 여성 고객을 중심으로)

  • Yun, Ho Cheol;Ree, Sang Bok
    • Journal of Korean Institute of Industrial Engineers
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    • v.32 no.2
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    • pp.153-162
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    • 2006
  • Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

Building a Customer Satisfaction Information System for Intensified Strategy Development

  • Koo, Ja-Yeoul
    • Journal of Global Scholars of Marketing Science
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    • v.6
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    • pp.167-184
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    • 2000
  • Previous models of consumer post-purchase evaluation behavior have treated customer satisfaction as a transaction-specific construct. In the present paper, a conceptual framework that describes customer satisfaction measurement as a process is developed. The framework explains customer satisfaction as a dynamic process encompassing five stages-search, interaction, experience, service, and longevity. It is proposed that organizations should develop information systems to measure customer satisfaction during all five of the stages and disseminate such information throughout the organization as part of their Total Quality Management efforts.

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The relationship between service quality and customer satisfaction, and moderating effect of gender (서비스품질과 고객만족의 관계 및 성별 조절효과에 관한 연구)

  • Ahn, Kwan-Young
    • Journal of the Korea Safety Management & Science
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    • v.9 no.3
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    • pp.127-133
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    • 2007
  • This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.