We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Customer satisfaction describes the interaction between corporate behavior and customer behavior, its theoretical research began in the 1990s, after 10 years of research, and the theory has been greatly developed. At the same time, because of the development of CRM theory, research about customer satisfaction has also obtained more and more attention. In this paper, we firstly emphasis the main...

Customer Satisfaction Index (CSI) employs a model for measuring and quantifying the satisfaction of customers who have used particular products and services. CSI provides a uniform measure of customer satisfaction that allows for comparison across industries and it illustrates how customer satisfaction is embedded in a system of cause–effect relationships. Despite discussions of nonlinear relat...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

In the Multi-platform access Two-sided Networks,most customers use several platforms to shop. Customer satisfaction with different platform services lead to different dependence of customer to platform. In order to study the factors influencing the m-customer satisfaction, the study builds the evaluation model of m-customer satisfaction based on the HMM method. Customer satisfaction of mobile t...

Requirements Engineering (RE) contains many different practices to elicit, communicate and document customer requirements. Developers need to understand these requirements properly in order to achieve project success by fulfilling them [1]. A prerequisite for developers’ understanding of relevant requirements and their meaning is successful requirements communication [2]. Therefore, the selecte...

In testing the hypothesis whether Supervision variable affects customer satisfaction, then because t calculate (-0.782) < table (1,677), Ho is accepted, that is; The regression coefficient not significant or supervision has no effect on satisfaction pt. Rigel Segara Batam. Work Responsibilities Customer Satisfaction, Because (11,170) > rejected, Significant work responsibility Satisfactio...

Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified ecommerce system model based on the updated DeLone and McLean Information Systems Success Model w...

Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demo...