Customer Satisfaction Essays (Examples)

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Customer Satisfaction as a Kind of Nonfinancial Performance Measure
The Effect of Using Customer Satisfaction as an Integral Performance Measure, as evidenced by Chinese Manufacturers

Challenges to manufacturers as well as many other business structures are significant and often carry a great deal of weight in decision making and future business success. Performance measures are also often focused singularly on financial performance, OA, OE i.e. how much revenue the organization has received over time, how much of a certain product was sold and even how much money the organization has saved with regard to improved processes. These financial performance measures are often the core of review with regard to performance and yet there is significant evidence that non-financial performance measures are also an important aspect of doing business, especially in increasingly competitive markets. The manufacturing sector is a sector of business that relies on large sales to small numbers of customers. This….

Customer Satisfaction and Bank Loyalty
In today's world the competition has increased so much mainly because of all the globalization taking place around us. As a result of this increase in competition it is very important for all the organizations, including the banking sector, to retain the customers and make sure that they there customer base is increasing instead of decreasing. The most definite way of achieving all this is by making sure that the changes that are brought by the bank are in line with the needs and wants of their customers, for this reason and to gain the competitive edge over other organizations it is very important that the organizations build their customer relationships, bring in product innovations, motivate and train their employees as well as produce the customized products and make the technology better (Titko and Lace, 2010).

However, in case of the Wells Fargo bank it hard to….

Customer Satisfaction
Measuring Customer Satisfaction

The modern business environment is flooded with intense competition in most industries and in most markets. In this macro environment it is critical to truly understand the customer. Customers now generally have multiple options for their consumption preferences and can usually find an alternate or substitute product. It is not even the finished good itself that must meet the customer's expectations. Increasingly potential customers are also educated to the business practices of an organization they are planning to do business with in regards to social or environmental performance. Therefore, to truly understand the customer organizations now must actually measure the satisfactions levels of their clients in a systematic and detailed basis. It is no longer sufficient to simply use heuristics or sporadic feedback to gauge performance.

The easiest and most widespread method to collect data about the customer is simply to conduct survey research. This method has many….

Customer Satisfaction Survey
Customer complaints have increased in recent months at the company, a wireless phone carrier called ExpressNet. While customer complaints typically cover a range of consumer concerns, the number of calls reporting problems with reception has increased at rate much greater than for any other issue category. Complaints about reception include call quality, dropped calls, and spotty coverage.

ExpressNet is a wireless phone carrier offering the full spectrum of services: Voice, data, video, and hardware. ecently, ExpressNet has been negotiating for partner relationships with other wireless phone carriers that have broader coverage areas. The company believes these partnerships are an economical and expedient way to address the growing problem of complaints about reception. In the interim, ExpressNet is focused on retaining market share and believes that improved communication with customers during this transition period will ensure that the greatest number of customers stay with the company. In order to better….

Despite this, however, it did allow for a better understanding of the individuals that came through the restaurant, what their needs were, and whether those needs were met based on the food and the service that they received.
esults and Analysis

Of the numerous individuals who were provided with surveys in the Chili's restaurant in Boerne, Texas over a two-week period, 150 surveys were returned completely filled out. Surveys that were only partially filled out were not counted in the results. Of the 150 surveys that were returned properly, 20 had contact information that the manager could use to gather further information. All 20 of the individuals contacted by phone and/or by email responded to the manager and were willing to discuss problems, concerns, and good things that they had experienced at that particular Chili's location. The questions that were asked on the survey dealt with basics such as age, gender,….

The question of how often the person desires broker contact is relevant, given that the desire for such a personal relationship is an important factor in an individual's selection of financial services online or with a small trading firm. The more someone wants personal contact, very likely, the more he or she is willing to use a real-life broker, specifically a broker at a small firm. But the question of how important the investor thinks it is for a broker to know personal details about family, profession, or hobbies seems potentially irrelevant, rather a specific question about the relevance of family profile and in terms of future financial goals should be included instead.
New Questionnaire

Are you a user of the services of investing firm x?

How long have you been using investment firm x?

Are you using any other investment firm to manage your assets at present?

What was the most important factors….


However, there are certain disadvantages that must be taken into consideration regarding the center's program. For example, in certain situations, the center's employees might not be allowed or able to satisfy patients' needs. This affects the program's credibility because the customer perceives this situation as the company not providing the promised services. This also affects the communication process within the program. This leads to lower perceived value.

In addition to this, the objectives that the program intends to reach determine an increase pressure affecting employees' activity. This is because some of these employees might not be sufficiently prepared for the food service program in case. This forces them to increase their efforts in performing their tasks and activities. This situation is likely to determine inefficient communication within the center. For example, employees might feel reluctant to communicating with patients and with their superiors. This leads to conflicts among personnel. In addition….

Customer Satisfaction Index Suggests More Patience with U.S. Government
Wall Street Journal, December 17, 2001

The American Customer Satisfaction Index is measured quarterly by the University of Michigan Business School in conjunction with the American Society for Quality and the Ann Arbor-based consulting firm, CFI Group. It measures consumer satisfaction with the private sector, however analyses federal agencies once a year. Consumer satisfaction with the IRS this year was up 10.7% from last year. One reason for this is that customers like the electronic filing feature. Scores were higher among those who filed electronically, however, scores were also up among traditional filers as well.

The FAA scored low this year. Consumers in this area were commercial pilots who cited unclear regulations as their reason for dissatisfaction. Even though the consumer satisfaction score was low, it was still up 5.4% from last year.

Americans were more pleased with government services than they were last year….

and, as the article points out, this is unfair because the company where the good was purchased is making a profit from the consumer twice, first from the actual transaction, and second by selling and sharing the consumer's identity and buying habits -- with other purveyors.
This article makes some excellent points, but there are some questions as to the broad brushstrokes with which the author paints the argument. First of all, it seems like consumers do get some benefit from marketers knowing their information besides customer complaints being answered, otherwise consumers would never volunteer their information. Consumers do often volunteer their opinions through market research, for fun, or also because in their own personal cost-benefit analysis, they feel that the chance to win a gift card or to get a coupon is worth sacrificing a bit of information to the marketer. Also, consumers benefit from having goods and promotions….

The results of the data analysis are presented below in both tabular, graphic and narrative analyses formats.
Validity

Validity refers to the establishment of evidence that the measurement is actually measuring the intended construct. Measures can be reliable without being valid, but cannot be valid without being reliable. To develop a model by which validity issues could be assessed we used the validation model developed by Chandler and Lyon (2001) in which there are several approaches for establishing construct validity, including (a) content validity, (b) the substantive component of construct validity, - the structural component of construct validity, and (d) external validity.

Reliability

Reliability refers to the consistency and stability of a score from a measurement scale (Chandler and Lyon, 2001). For the purposes of this study, reliability was gauged using the responses from the like categories of the online survey.

Chapter 2: Review of Related Literature

ackground and Overview.

In order to successfully compete in….

The Telecoms Industry In the study by Lai, Griffin and Babin (2009) entitled “How quality, value, image, and satisfaction create loyalty at a Chinese telecom,” the researchers used an integrative model to assess the relationship between multiple variables related to consumers’ experience of telecoms in China. The researchers conducted a survey of 118 Chinese telecommunications customers and found that service quality has a direct impact on value perception. Value and customer satisfaction, moreover, were found to determine the extent to which the customer would be loyal to the firm. Corporate image perceptions were also found to impact customer satisfaction. The researchers were able to conclude that customer satisfaction and service quality do make a substantial difference in determining whether customers will be retained or not.
Kim, Park and Jeong (2004) examined how a Korean telecommunications company focused on retaining customers in their article entitled “The effects of customer satisfaction and switching barrier….

2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with VARIMAX rotation of traveler's perceptions of hotel attributes in the study of Choi and Chu (2000).
Factor Analysis Results with VARIMAX Rotation of Traveler's Perceptions of Hotel Attributes

Source: Choi and Chu (2000)

The following chart shows a 'regression analysis results of hotel factors according to Asian and Western travellers overall satisfaction levels.

Regression Analysis Results of Hotel Factors According to Asian and Western Travelers Overall Satisfaction Levels

Source: Choi and Chu (2000)

2.3 Loyalty

2.3.1 Definition of customer loyalty

Kandampully and Suhartanto (2000) define a loyal customer as "a customer who purchases from the same service provider whenever possible, and who continues to recommend or maintain a positive attitude toward the service provider" (p. 346).

2.3.2 Loyalty dimensions

There is no easy way when clarifying a loyal customer, but it….

Patients ights
How to communicate and implement this regulation?

Patient rights are continually changing due to varying circumstances prevailing in the market place. For one, a more diverse group of insured patients are now receiving care. Due to the changing demographic of customers, patient's rights will need to be modified to accommodate these changing needs. To communication this regulation, routine meeting will be established. During these meetings, a trial period will be conducted to allow for grievances to be expressed. These routine meetings will be designed to notify practitioners, management, and other stakeholders to the impending changes that will occur. These meetings will be informal in there delivery to allow for a proper dialogue between all stakeholder groups. In particular, it is important to discuss problems with implementing this new regulation on a large scale. Health care facilities have many different nuances and aspects to them. As a result, the regulation could….

Parameter Estimation, Inferences, and Tests of Difference
The benefits of parameter estimation are that the measurement gives you a sense of which customers are buying which products, what the production costs are, and how the profits will look. Essentially it allows one to use sample data to gauge the parameters of the distribution. By performing a type of test, the statistical analysis will tell you more about the population with a fitted distribution line curve depicting true values. This is a statistical way to evaluate or project one's profit-making potential based on the evidence or data available.

Types of parameters that marketing decision-makers would use would include location parameter, dispersion or scale parameter and shape parameter. Concentration parameter could also be of interest along with statistical parameters such as regression coefficients.

Examples of parameter methods that might be of interest to decision-makers in areas such as marketing would be probability plotting, which is….

In addition, there will be a follow-up interview process to capture specific area of low customer satisfaction scores. These scores will be used for process improvement and business process reengineering within the company. One of the most critical aspects of these measures is the need to use them to fundamentally re-architect the company and make it more customer-centric. This is critical for the Zapper to reflect customers' needs and requirements and for the company to have a very solid fidelity and transparency to its customers.
Measuring and Acting on Gaps Between Customer Expectations and Experiences

One of the innate strengths of the SEVQUAL methodology is the ability to quickly assess the differences between expectations and experiences quickly, and in very quantitative terms. These differences across expectations and experiences are measured with a minimum of 32 different variables, which can be highly effective in pinpointing just what areas of public relations, marketing….

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7 Pages
Literature Review

Business

Customer Satisfaction as a Kind of Nonfinancial Performance Measure

Words: 2996
Length: 7 Pages
Type: Literature Review

Customer Satisfaction as a Kind of Nonfinancial Performance Measure The Effect of Using Customer Satisfaction as an Integral Performance Measure, as evidenced by Chinese Manufacturers Challenges to manufacturers as well as…

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8 Pages
Essay

Business

Customer Satisfaction and Bank Loyalty in Today's

Words: 2320
Length: 8 Pages
Type: Essay

Customer Satisfaction and Bank Loyalty In today's world the competition has increased so much mainly because of all the globalization taking place around us. As a result of this increase…

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2 Pages
Essay

Business - Management

Customer Satisfaction Measuring Customer Satisfaction the Modern

Words: 548
Length: 2 Pages
Type: Essay

Customer Satisfaction Measuring Customer Satisfaction The modern business environment is flooded with intense competition in most industries and in most markets. In this macro environment it is critical to truly understand…

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4 Pages
Research Proposal

Business

Customer Satisfaction Survey Customer Complaints Have Increased

Words: 1461
Length: 4 Pages
Type: Research Proposal

Customer Satisfaction Survey Customer complaints have increased in recent months at the company, a wireless phone carrier called ExpressNet. While customer complaints typically cover a range of consumer concerns, the…

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4 Pages
Term Paper

Business

Customer Satisfaction and Chili's Restaurant

Words: 1118
Length: 4 Pages
Type: Term Paper

Despite this, however, it did allow for a better understanding of the individuals that came through the restaurant, what their needs were, and whether those needs were met…

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4 Pages
Term Paper

Economics

Customer Satisfaction Investment Survey Evaluation

Words: 1114
Length: 4 Pages
Type: Term Paper

The question of how often the person desires broker contact is relevant, given that the desire for such a personal relationship is an important factor in an individual's…

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2 Pages
Term Paper

Business

Customer Satisfaction Management the Success

Words: 592
Length: 2 Pages
Type: Term Paper

However, there are certain disadvantages that must be taken into consideration regarding the center's program. For example, in certain situations, the center's employees might not be allowed or able…

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3 Pages
Term Paper

Business

Customer Satisfaction Index Suggests More Patience With

Words: 870
Length: 3 Pages
Type: Term Paper

Customer Satisfaction Index Suggests More Patience with U.S. Government Wall Street Journal, December 17, 2001 The American Customer Satisfaction Index is measured quarterly by the University of Michigan Business School in…

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2 Pages
Term Paper

Business - Advertising

Customer Satisfaction Reflection and Commentary

Words: 677
Length: 2 Pages
Type: Term Paper

and, as the article points out, this is unfair because the company where the good was purchased is making a profit from the consumer twice, first from the…

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27 Pages
Term Paper

Business

Customer Satisfaction and Loyalty of

Words: 7443
Length: 27 Pages
Type: Term Paper

The results of the data analysis are presented below in both tabular, graphic and narrative analyses formats. Validity Validity refers to the establishment of evidence that the measurement is actually…

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8 Pages
Research Paper

Business

Customer Service in the Telecoms Industry

Words: 2268
Length: 8 Pages
Type: Research Paper

The Telecoms Industry In the study by Lai, Griffin and Babin (2009) entitled “How quality, value, image, and satisfaction create loyalty at a Chinese telecom,” the researchers used an integrative…

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20 Pages
Term Paper

Business

Customer Satisfaction and Loyalty in

Words: 5232
Length: 20 Pages
Type: Term Paper

2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with…

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2 Pages
Research Proposal

Health

Customer Satisfaction and Compliance

Words: 628
Length: 2 Pages
Type: Research Proposal

Patients ights How to communicate and implement this regulation? Patient rights are continually changing due to varying circumstances prevailing in the market place. For one, a more diverse group of insured…

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3 Pages
Term Paper

Marketing

Customer Satisfaction and Hypothesis

Words: 871
Length: 3 Pages
Type: Term Paper

Parameter Estimation, Inferences, and Tests of Difference The benefits of parameter estimation are that the measurement gives you a sense of which customers are buying which products, what the production…

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5 Pages
Marketing Plan

Business

IMC and Customer Satisfaction Zapper

Words: 1832
Length: 5 Pages
Type: Marketing Plan

In addition, there will be a follow-up interview process to capture specific area of low customer satisfaction scores. These scores will be used for process improvement and business…

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