Abstract In the literature, several definitions of quality can be found in context organizations. However, all them are related to customer satisfaction with products or services offered by companies. Thus, organizations increasingly committed meet customers’ requests, aiming promote high levels satisfaction. This study aims evaluate water laboratory customers and establish a predictive model f...

Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actu...

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers serv...

In order to achieve the maximum flexibility in adaptation to ever changing customer’s expectations in customer relationship management, appropriate measures of customer behavior should be continually monitored. To this end, control charts adjusted for buyer’s/visitor’s prior intention to repurchase or visit again are suitable means taking into account the heterogeneity across customers. In the ...

This paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

Retailers’ websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we eywords: ustomer satisfaction alient beliefs eb elements tructural equation modeling e...

Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated wit...

    Six sigma,   Rolled throughput yield, Organizational performance Six Sigma is a well- established approach to improve the capability of business processes in order to gain satisfaction of customers. The performance assessment of a given process is essential to some phases of six sigma methodology. So far, different indicators are used to demonstrate the performance of a process, while many ...

We analyze the determinants of online customers’ reviews through the latent semantic analysis (LSA) method. We find that the products and communication are the determinants for both satisfaction and dissatisfaction. Operational factors are more influential on satisfaction while post-service affects dissatisfaction more. Dissatisfied customers are more emotional than satisfied customers.