Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bank of Ethiopia in Addis Ababa at East District

Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.

Customers＇ Satisfaction Evaluation on Quality of Food Services Provided by the President Restaurant of the Black Sea Business Center Mangalia

Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer＇s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serving speed, waiter＇s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

Research on service arrangement of taking senior citizens to hospital based on Customers＇ Satisfaction

In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which can be quantified by satisfactory function. And improved saving algorithm is proposed to solve the multi-objective model. A case study is also presented to verify effectiveness of the proposed algorithm.

Influence of consumption experiences on customers' satisfaction:an empirical study on fresh farm products in Wuhan, China

Which factors influence customers’ satisfaction? Which way or path does each factor influence and decide customers’ satisfaction? These problems are the focuses of the research on customers’ satisfaction. This paper analyzes the survey data from some customers in the fresh farm food supermarket of Wuhan City with factor analysis method, multiple linear regression method, etc. The analysis results reveal that: 1) the consumption experiences decide custom- ers’ satisfaction degree through influencing the customers’ expectation and the perceived performance, namely the consumption experiences is the important factor which decides customers’ satisfaction; 2) the consumption experiences that influence customers’ satisfaction is a multi-dimensional construct, including such four dimensions as product consumption experience, service experience, shopping convenience experience, supermarket environment experience; furthermore, the degree that different consumption experiences influence customers’ satisfaction is diverse, and the product consumption experiences are the most important factor. This paper is of realistic significance to a certain extent to enrich the theoretical research on customers’ satisfaction and promote the practice of agricultural product marketing.

Multi-Objective Cold Chain Path Optimization Based on Customer Satisfaction

To improve customer satisfaction of cold chain logistics of fresh agricultural goods enterprises and reduce the comprehensive distribution cost composed of fixed cost, transportation cost, cargo damage cost, refrigeration cost, and time penalty cost, a multi-objective path optimization model of fresh agricultural products distribution considering client satisfaction is constructed. The model is solved using an enhanced Elitist Non-dominated Sorting Genetic Algorithm (NSGA-II), and differential evolution is incorporated to the evolution operator. The algorithm produced by the revised algorithm produces a better Pareto optimum solution set, efficiently balances the relationship between customer pleasure and cost, and serves as a reference for the long-term growth of organizations. .

The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

Modeling customer satisfaction for bus rapid transit in Changzhou, China

This paper aims to develop a customer satisfaction model for bus rapid transit （BRT）. Both the socio-economic and travel characteristics of passengers were considered to be independent variables. Changzhou BRT was taken as an example and on which on-board surveys were conducted to collect data. Ordinal logistic regression （OLR） was used as the modeling approach. The general OLR-based procedure for modeling customer satisfaction is proposed and based on which the customer satisfaction model of Changzhou BRT is developed. Some important findings are concluded： Waiting sub-journey affects customer satisfaction the most, riding sub- journey comes second and arriving station sub-journey has relatively fewer effects. The availability of shelter and benches at stations imposes heavy influence on customer satisfaction. Passengers＇ socio-economic characteristics have heavy impact on customer satisfaction.

Evaluation of the Customer Satisfaction Index for Wellhead Blowout Preventers of China’s Petroleum Industry——A new method based on PLS

This paper establishes an evaluation model of the customer satisfaction index for the wellhead blowout preventers of China＇s petroleum industry based on evaluation models of the customer satisfaction index at home and aboard, and by considering the consuming situation in China and the features of the China＇s petroleum industry. For the existence of： （1） multiple correlations among the factors in the model; （2） the variables need to be explained, but that are hard to observe; （3） the customer satisfaction degree of observation variables appears the shape of skewness or two or three peaks, the correlations between the satisfaction index and its factors cannot be described by common multiple regression. This paper uses a partial least squares （PLS） method based on principal components and typical correlative analysis to solve the problem. When PLS is used in the model of the customer satisfaction index of the wellhead blowout preventers, the latent variables and the explanation degree coefficient of the manifest variable to the corresponding latent variables are estimated by PLS path analysis, and the influencing coefficient among the latent variables in the model is estimated by PLS regression analysis. PLS is also be used to calculate and analyze the model and disclose the correlations among the structural variables as well as the correlation between structural variables and its corresponding observation variables, evaluating results of which provide useful information for petroleum industry to improve the product quality and to the enhancement of the customer satisfaction to the product.

Research on Optimal Delivery Days and Customer Satisfaction Based on Quality Costs

Customer satisfaction is an important index to evaluate the competitiveness and efficiency of an enterprise. Every enterprise is confront with the subject of supplying with the customer satisfactory products at the lowest costs and the highest manufacturing speed. Regarding the delivery days of a coach company as a design variable, this paper builds up an optimization model of customer satisfaction, and suggests an effective method to reduce costs and increase customer satisfaction based on analysis and research.

The Relationship Among E-service Quality Dimensions, Overall Internet Banking Service Quality, and Customer Satisfaction in the USA

The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.

Empirical Study on Customer Satisfaction Influencing Factors of Industry Application Products Based on Experiential Level Theory

The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by the government and enterprise customers. Following the review of a previous study of customer satisfaction and with the help of experiential level theory,this article attempts to establish a Satisfaction Factors Model for researching customer satisfaction with industry applications. We chose a product named "Mobile Monitor" and investigated the emotional satisfaction of 127 users and company leaders from different walks of life,and showed that 7 of the product's features affected the customers' overall emotional satisfaction. Lastly,this paper points out management implications of this application based on quantitative results. It presents a preliminary exploration program for customer satisfaction research in this specific field. The empirical research on a specific product based on experimental level theory may serve as a reference for other companies that desire to carry out similar surveys in future.

Priority of Factors Affected on Customer＇s Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process： A Case of Iranian Commercial Bank

The aim of the article is to determine the extent to which customer satisfaction＇s in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been： selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process （AHP） has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority.

The Customer’s Satisfaction in Marketing Mix of Guangxi Wuzhou Ou Shu Liubao Tea Industry Co., Ltd.

Liubao tea has a long history in Wuzhou,Guangxi.With its unique process and high quality,Liubao tea has become a favorite commodity of Wuzhou people.At present,Guangxi Wuzhou Ou Shu Liubao Tea Co.,Ltd.into the Nanning market has many problems;based on the analysis and research of the Liubao tea market,a sample of customer satisfaction of Liubao tea marketing was analyzed according to the current situation of market research.Through comprehensive data analysis,it provides theoretical data and data support for Ou Shu Liubao Tea Co.,Ltd.and provides data reference for the development of Nanning marketing system.The research object selected in this study is the customers who have purchased Guangxi Wuzhou Ou Shu Liubao Tea in Nanning,China in 2020.Firstly,it studies and analyzes the factors that affect employee satisfaction,and comprehensively uses the relevant theories of consumer behavior(6W1H)and marketing mix(4P).Then,taking 350 consumers of Guangxi Wuzhou Ou Shu Liubao Tea in Nanning,China as the survey object,a set of scale to measure consumer satisfaction is designed.SPSS reliability and validity analysis,descriptive analysis,and other analysis methods were used to analyze the results,and hypothesis test was carried out.At the same time,on the basis of this conclusion,it provides reference for Guangxi Wuzhou Ou Shu Liubao Tea Co.,Ltd.and puts forward specific countermeasures and suggestions.

A case study of customer satisfaction for information technology solutions

There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberL ab is scored by 88.3.

Construct Method of Predicting Satisfaction Model Based on Technical Characteristics

In order to construct objective relatively mapping relationship model between customer requirements and product technical characteristics, a novel approach based on customer satisfactions information digging from case products and satisfaction information of expert technical characteristics was put forward in this paper. Technical characteristics evaluation values were expressed by rough number, and technical characteristics target sequence was determined on the basis of efficiency, cost type and middle type in this method. Use each calculated satisfactions of customers and technical characteristics as input and output elements to construct BP network model. And we use MATLAB software to simulate this BP network model based on the case of electric bicycles.

A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.

The effect of experiential value, perceived quality and customer satisfaction on customer lifetime value： An example using Star Cruises

The current study represents an attempt at experiential value, perceived quality and customer satisfaction influence on customer lifetime value. The sampling frame consisted of Star Cruises purchases in Taiwan. The authors have collected yield 268 questionnaires, by screening out 13 questionnaires, including those missing value or incomplete answer, and finally a usable sample of 255 questionnaires were utilized in this study. The results show that experiential value, perceived quality and customer satisfaction have positive effects to customer lifetime value. Especially, experiential value has the strongest direct effect. Therefore, if resources are limited, the manager should focus on shaping the experiential value to increase customer lifetime value. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.

An Empirical Analysis on the Relationships Between Service Quality and Customer Satisfaction in the Malaysian Healthcare Services

The purpose of this paper is to examine the relationships between service quality （SQ） and customer satisfaction （CS） in the Malaysian healthcare system. The study is significant due to the environmental pressures such as the demographic changes, the aging of populations, the emergence of new treatments and technologies, and the increased insistence on grater quality of service. A service satisfaction survey was conducted among visitors （either patients or their relatives and friends） that visited hospitals （both public and private） in 10 regions in Malaysia. A total of 1,000 questionnaires were distributed purposively to these visitors, of which 925 questionnaires were returned for further analysis, yielding a response rate of 92.5 percent. The study found that among the eight dimensions of SQ tested, safety measures were not at all significantly related to CS as compared with the other seven dimensions. On a detailed note, the quality satisfaction of customers is very much influenced by infrastructure （0.121）, clinical care （0.601）, and trustworthiness of the hospitals （0.139）. Also as noted, the time satisfaction of customers is influenced by personnel quality （0.102）, administrative procedures （0.562）, and trustworthiness of the hospitals （0.168）. Whilst the cost satisfaction of customers is influenced by administrative procedure （0.101）, corporate image （0.130）, social responsibility （0.315）, and trustworthiness of the hospitals （0.261）. On overall, the findings of this study suggest that trustworthiness and administrative procedures are the two most important factors that influence satisfaction of customers that the Malaysian healthcare industry should take a good care of.

Correlating Customer Satisfaction and Customer Loyalty:The Case of International Tourists in Cretan Resort Hotels

Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels.Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their correlation.The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern Crete.Findings confirmed a positive correlation between customer satisfaction and customer loyalty.Data also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.

Customer Satisfaction and Hotel Brand Equity： A Structural Equation Modelling Study

In this paper, a structural equation modelling technique was used to examine the effect of brand equity on customer satisfaction in the Egyptian hotel industry. Brand equity was separated into four constructs （brand loyalty, perceived quality, brand awareness and brand associations）, and each one was examined individually. A sample of hotel guests, who accommodated at four- and five-star branded hotels, in four tourism destinations in Egypt, was selected. A structured questionnaire that included established scales was then used to measure brand loyalty, perceived quality, brand awareness, brand associations and customer satisfaction. Data were collected from 280 usable questionnaires answered by hotel guests, and the relationships among the four variables of brand equity and customer satisfaction were examined using correlation analysis and structural equation modelling. The study found that brand loyalty, brand awareness and brand associations all had a significant positive effect on customer satisfaction. Perceived quality, however, did not have any effect. These findings suggest that customer satisfaction is a reasonable measure for the success of branding activities, and that branding managers should focus on brand loyalty, awareness and associations to raise their customers＇ satisfaction.