The factors influence customer satisfaction and loyalty. These also apply in a b2b environment as well as b2c. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in pakistan. Factors influencing consumers online purchase intention. That is, customer relation and service, staff competency and responsive and convenient banking. Xiv international business and economy conference ibec bangkok, thailand, january 58, 2015. Among those independent factors, the highest positive result of the coefficient correlation is the relationship between organization image and customer satisfaction. An implementation on thai postal service, bangkok area.
Factors that influence customer satisfaction in airline. The factors affecting customer satisfaction and customer loyalty a study of local taxi companies in ho chi minh city, vietnam. To investigate the role of brand efficiency to improves customer satisfaction and. Factors leading to students satisfaction in the higher.
Design aesthetics and information qualityhas 2 times higher influence than the rest of the factors on customer satisfaction. A total of 300 questionnaires were randomly distributed. The paper is based on a study of 17 firms working with customer satisfaction measurements and. Previous research has identified various factors that determine customer satisfaction in retail banking sector in western countries.
Customer satisfaction, service quality, bank, factor analysis. The objective of the study is to determine the factors which influence employees job satisfaction at. Thus it is important to take an integrative approach and improve key marketing and technical factors. Factors affect the customer satisfaction of internet. Customer satisfaction is a significant issue for most marketers. Pdf factors affecting the service quality and customer. Before we examine how digital affects customer loyalty, lets first look at the business factors in general that influence commitment. The internet has become a vital part of peoples daily lives.
Factors influencing customer satisfaction in health care. A study of factors influencing customer satisfaction. More specifically, the focus is on examining the grouped impact of the factors. To study the impact of customer satisfaction on brand loyalty. Finally, it is observed that privacy, reputation and price are key factors to affect customer satisfaction in the internet banking service. Thus, the motivation of this study is to determine key antecedents that influence ecommerce customer satisfaction, trust, and loyalty in. The current paper examines the impact of service strategy on customer satisfaction in airasia malaysia. The core offer remember that its not all about gimmicks and loyalty card programmes it is the core offer itself that will influence how long a. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. A study of factors influencing customer satisfaction icehm. In the study conducted by christian and france 2005, they identified three categories of factors as keys to influence esatisfaction in which including technology, shopping, and. Among these variables, image appeals is found to have a highest impact and has 3 times higher influence than the other factors on customer satisfaction. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Employee interactions set the tone for a positive or negative customer experience.
Duong, qb 2016, the influence of store environment on customer satisfaction across different customer demographic segmentations within australian supermarkets, dba. Pdf factors affecting customer satisfaction researchgate. A study of the factors influencing customer satisfaction. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. The main objectives of the study were to identify the influence. This study is aimed to examine the important changing aspects that influence customers. In addition, price, health concern, perceived value, and customer satisfaction also influence customer loyalty. It has changed consumer behaviour in many ways, including financial transactions formerly requiring a visit to a bank branch to. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. There is a positive relationship between foodservice and. This study determines the factors that influence job satisfaction in public organizations in tanzania, using tanzania electric supply company tanesco limited as a case study. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. Equally, turkey customer satisfaction rate in the banking sector increased by 3. Customer satisfaction is an important element to the every organizations existence.
To examine the various factors influencing brand loyalty. Factors influencing customer satisfaction with atm banking. Olivers definition of customer satisfaction in 1980, suggests that customer satisfaction is achieved after the combined assessment of the service factors that constituted that service. Factors influencing customer loyalty toward online shopping. Thus as an end result, the idea is to discover which factors have an effect on both. The factors affecting customer satisfaction and customer loyalty.
Factors affecting customer satisfaction in online banking. Pdf factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create. Factors affecting customer satisfaction in online banking service. The conception of customer satisfaction on services customer satisfaction is a goal of each organization bagdoniene and hopeniene, 2005. Customer satisfaction is established when brand fulfills the needs and desires of customers. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want. Influence factors of customer satisfaction in crossborder ecommerce. Identification of factors that affect customer satisfaction is the main objective of the research. Factors influencing customer satisfaction with usage of. This increasing competition demands high customer satisfaction not only to earn good profits, but also sustain in this sector. Exploring the influence of the human factor on customer.
Following are the important factors that could affect customer satisfaction. Factors affecting customer satisfaction on global journals. The analysis results show that although these constructs do have a significant influence on customer satisfaction, not all the variables of each construct have the same effect. Employees are the driving factor behind customer satisfaction. The factors affecting customer satisfaction and customer. Full length research paper factors influencing customer. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Data were collected from one of the leading online hotel reservation services systems. Journal of discrete mathematical sciences and cryptography.
The purpose of this paper is to study factors influencing customer satisfaction information usage in relation to the various stages in a customer satisfaction. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Factors influencing customer satisfaction in health care services. The research methodology was designed to collect data from 126 respondents where by using different research tools. The above factors could be widely classified under two categories i. Factors affecting customer satisfaction and customer. International journal of innovation, management and technology, vol. Evaluation of factors influencing patient satisfaction in. This research will probe an increase in the four elements that are considered to be primary in the determination of student satisfaction, namely. Pattarakitham, amornrat, the factors influence customer satisfaction and loyalty. This study is an effort to help the hotel industry understand the factors that matters to the customer satisfaction. How employee satisfaction affects customer satisfaction.
The purpose of this paper is to study factors influencing customer satisfaction information usage in relation to the various stages in a customer satisfaction information usage process. So the main issue of this work is to find out the main conceptions and factors of customer satisfaction on services and its importance for organizations. Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. After controlling for the hotel classification, we identify eight additional factors that affect customer satisfaction. Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. As a consequence price, service quality, product quality had an indirect impact on customer loyalty.
The factors influencing satisfaction with public city. In fact, a satisfied customer is a profit supplier and organizations that fail to attract their customers satisfaction will face the threat of dissolution in the long term. The study found that three factors that influence consumers satisfaction level of the banks. Influence factors of customer satisfaction in crossborder. The quantitative research method is used in the present paper. In other words, strong security attribute does increase the degree of customer satisfaction. The main objective of this paper is to identify all the main factors that influence the customer satisfaction in banking at the present contemporary global and highly competitive economy. The authors validate the hypothesis and a measurement model. After the validation of measurement scales, the hypothesis is verified through structural modeling. This research was conducted to examine the factors affecting. Pdf factors that influence customer satisfaction in.
We examine the extent to which certain hotel features affect customer satisfaction in the european hospitality industry. The literature is summarised and classified in table 1. Nevertheless, apart from the study by kassim and ismail 2009 empirical research on antecedents of ecommerce customer satisfaction, trust, and loyalty in developing arab countries is limited. The aim of this paper is to quantify factors and identify the most important factors influencing customer satisfaction with public city transport within conditions of the czech republic. Evaluating factors influencing consumer satisfaction. The research method will help in examining the various factors those results in satisfaction in retail banking. The most pleasant experience with a person cant make up for bad food, faulty products, or shipping delays. The paper is based on a study of 17 firms working with customer satisfaction measurements and two firms providing such measurements. The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of pakistan. Studentteacher relationship, experiences provided to. Factors influencing the success of management programs in hospitals are care services and attention to patient satisfaction.
However, the entire objective is to discover factors influencing customer satisfaction in contact centers and, then, test them for their impact on efficiency. Factors affect the customer satisfaction of internet banking. On the basis for that reason, the researchers devote the majority of the time by looking factors influencing customer satisfaction in commercial banks. Factors that influence customer satisfaction in airline industry in malaysia doi. This therefore goes to point out the relevance of identifying the various antecedents that best influences a customers experience and improving upon them.
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