بایگانی برچسب برای: Customer satisfaction

Effects-of-Ethical-Sales-Behavior-Considered.[taliem.ir]

Effects of Ethical Sales Behavior Considered through Transaction Cost Theory: To Whom Is the Customer Loyal?

This paper, based on transaction cost theory and from the customer’s perspective, examines the relationships between a salesperson’s ethical sales behavior, the customer-perceived confidence benefits, and customer satisfaction, thereby considering to which party the customer is loyal. The results show that in consideration of transaction cost, the confidence benefits customer perceived from salesperson’s ethical sales behavior are found a critical factor affecting customer satisfaction/loyalty, and that customer satisfaction has a significantly direct effect on loyalty to the salesperson but has no significantly direct effect on loyalty to the firm, in contrast to the results of previous studies. The finding indicates that the salesperson plays a key role in retaining customer loyalty to the firm.
Factors influencing Internet shopping value and customer repurchase intention[taliem.ir]

Factors influencing Internet shopping value and customer repurchase intention

This research empirically examines the effect of various Internet shopping site qualities on the utilitarian and hedonic values of Internet shopping.
Perceptions of Chinese restaurants in the U.S.[taliem.ir]

Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive postdining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.
Dimensions of price satisfaction[taliem.ir]

Dimensions of price satisfaction: a study in the retail banking industry

Purpose – The purpose of this paper is to explore the dimensionality of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, price-quality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer satisfaction. Design/methodology/approach – Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using regression analysis the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 160 students. Findings – The results show that price satisfaction can be conceptualized as a multidimensional construct and that five dimensions influence overall price satisfaction. The application of the questionnaire allows for measuring price satisfaction in firms.Research limitations/implications – The paper introduces price satisfaction as a multidimensional construct and the study empirically supports the hypotheses. The student sample, however, restricts generalizability and more studies are needed to test the validity andreliability of the questionnaire. Practical implications – Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and loyalty.Originality/value – So far price satisfaction has been treated as a one-dimensional construct. Thispaper contains a theoretical argumentation for why price satisfaction should be treated as amulti-dimensional construct consisting of several dimensions, i.e. price-quality ratio, price fairness, price transparency, price reliability and relative price. These dimensions constitute the determinants of overall price satisfaction.