We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive...

This study aims to determine and analyze the effect of customer experience servicescape on loyalty through satisfaction as an intervening variable in me & coffee works by Wahid Hasyim Medan. The population this is people Medan City with 6 sub-districts including sub-district Me Coffee Works customers who have visited at least 2 times unknown number. sampling technique was non-probability ma...

This study aims to examine: 1) the impact of marketplace orientation on client pleasure. 2) The carrier is great patron pride. 3) effect customer loyalty. 4) provider satisfaction 5) consumer 6) loyalty via 7) service towards purchaser satisfaction. sample this examination a hundred and seventy respondents; records series use on-line-survey. evaluation approach used Structural Equation Modeling...

A construction project fulfills both the product design and service provision functions. There are many stakeholders in these processes. Concurrence among surely affects success of project. The most important is customer/client followed by architects civil engineers. Both engineers involved phase as well execution phase. Customer/client satisfaction usually considered one criteria This criterio...

In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads ...

Using the SERVQUAL model, this study attempts to examine the impact of service quality dimensions on customer satisfaction. A total of 225 current users of a GSM provider participated in this study. Gap Analysis was used to determine the perceived and expected satisfaction level on each of the service quality dimensions and regression analysis was conducted to test the relationship between the ...

This paper aims to investigate customer perceptions of the concept of CRM and its relevance to customer satisfaction and loyalty in the UK retail banking industry. It also seeks to identify the critical factors that can impact on a consumer’s choice of bank. The main research instrument is a questionnaire. 240 questionnaires are randomly distributed. Two statistical modelling techniques namely ...

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACS...

This study aimed to examine the impact of Employee Friendliness, Food Quality, and Beverage Options, Ambience on Customer Satisfaction frequency eating through Word Mouth mediation. The distribution questionnaires was used in this obtain samples as analysis material be processed. Purposive sampling select 153 millennial customer respondents for study, which then analyzed using SEM (Structural E...

A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancer...