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, refrigera...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. .展开更多
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 an...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.展开更多
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 reinfo...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.展开更多
Based on the situation of China’s custom home furnishing industry,this paper systematically analyzes the marketing environment and market competitiveness of China’s custom home furnishing industry.If an enterprise w...Based on the situation of China’s custom home furnishing industry,this paper systematically analyzes the marketing environment and market competitiveness of China’s custom home furnishing industry.If an enterprise wants to produce in the market competition,marketing strategy is very important to the development and competition of the enterprise.Marketing strategy,based on Guangxi Suofeiya custom household customer satisfaction as the research object,based on the demographic characteristics and consumer behavior and marketing strategy,carries on the quantitative analysis of customer satisfaction,component factors affecting customer satisfaction index,set up 28 observation variables affecting customer satisfaction,uses the questionnaire survey,through the questionnaire star network distributed in the form of data collection;SPSS 22.0 descriptive statistical analysis,reliability analysis,validity analysis,correlation analysis,and regression analysis were carried out on the collected data.By studying the significance of demographic characteristics,consumer behavior,and marketing strategies,customer satisfaction,the results show that different aspects of gender,age,monthly household income,and occupations are different from customer satisfaction,but different education levels have no significant difference.According to the research conclusion,from the perspective of 7Ps marketing theory,optimization marketing suggestions are put forward for Sophia Company to improve customer satisfaction,so as to enhance its competitiveness in Guangxi home furnishing market,and provide reference for other customized home furnishing enterprises.展开更多
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 t...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.展开更多
A household satisfaction index (HSI) model based on the American customer satisfaction index (ACSI) model was fit to the housing industry in China and used with the software LISREL to measure the HSI in Beijing. S...A household satisfaction index (HSI) model based on the American customer satisfaction index (ACSI) model was fit to the housing industry in China and used with the software LISREL to measure the HSI in Beijing. Specifically, the empirical study analyzes the HSI of low-priced housing in Beijing. The results show that the HSI model is valid and the customer satisfaction theory can effectively analyze the housing industry. The results can help illustrate the factors which most affect customer satisfaction, and can be used to not only enhance the quality of homes and promote the housing market, but also to improve the standard of living for lower income people and provide suggestions to policy makers.展开更多
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...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.展开更多
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 strat...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.展开更多
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...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.展开更多
Of considerable importance and a principal goal in business is the creation of customer satisfaction. Evalu- ation of end user preferences for producers of particleboard and medium density fiberboard (MDF) requires ...Of considerable importance and a principal goal in business is the creation of customer satisfaction. Evalu- ation of end user preferences for producers of particleboard and medium density fiberboard (MDF) requires indices for the assessment of markets and modification of product quality. However, only sporadic research has been carried out in this field. Therefore, the goal of this survey was to identify indices with respect to the points of view of: 1) consumers in order to select particleboard and MDF, 2) suppliers in order to consider production strategies, improve product quality, improve competitive ability of domestic producers in the market and help industry to be more customer oriented. This survey consisted of two stages. In the first stage, factors affecting customer preferences in the selection of particleboard and MDF were determined using a Delphi method, with the help of experts and a group of principal users of these prod- ucts. Then these factors were categorized in three groups: qualitative, technical and technological and marketing factors. Furthermore, questionnaires were prepared and distributed among consumers and responses evaluated and weighted by using an analytic hierarchy process (AHP) using expert choice software. Our results show that at both stages, the consistency ratio was less than 0.1, indicating that all results and judgments were stable and acceptable. The results obtained from questionnaires about particleboard rank the priorities for factors in the selection by consumers as follows: nail and screw holding ability, homogeneity in structure, edge strength of panel, durability and bending strength. The most important factors for MDF were machinability of panels, homogeneity in structure, nail and screw holding ability, edge strength of panel, durability and bending strength.展开更多
This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the ...This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the tourism industry has brought many changes.A new trend of self-service technologies has helped service firms to save the labor costs and customers’waiting time for transactions.The purpose of this study is to confirm an applicability and a design of the original model of SSTs and explore the connection between SSTs and creation of value perception through a confirmatory factor analysis in the context of the tourism industry.Furthermore,the results of the online survey questionnaire from 234 responses in the United States and South Korea are explained in this study.The results of this study concluded that five statistically important factors are related to customers’motivations to use SSTs and enable customers to interact with SSTs as“SST location and capacity planning”,“SST service quality”,“motivations to use SST”,“SST design”,and“SST encounter”.These factors may imply an important meaning to better understand about customer value during the adoption of SSTs in the tourism industry.Tourism firms may use the results of this study to effectively enhance how customers perceive value about their products and services during the usage of SSTs.This will help tourism firms’efficiencies on the adoption of SSTs for their business plans and help them remain profitable in the competitive market.展开更多
Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of custome...Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.展开更多
In the implementation of quality function deployment (QFD), the determination of the target values of engineering characteristics is a complex decision process with multiple variables and multiple objectives that sh...In the implementation of quality function deployment (QFD), the determination of the target values of engineering characteristics is a complex decision process with multiple variables and multiple objectives that should trade off, and optimize all kinds of conflicts and constraints. A fuzzy linear programming model (FLP) is proposed. On the basis of the inherent fuzziness of QFD system, triangular fuzzy numbers are used to represent all the relationships and correlations, and then, the functional relationships between the customer needs and engineering characteristics and the functional correlations among the engineering characteristics are determined with the information in the house of quality (HoQ) fully used. The fuzzy linear programming (FLP) model aims to find the optimal target values of the engineering characteristics to maximize the customer satisfaction. Finally, the proposed method is illustrated by a numerical example.展开更多
Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials f...Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.展开更多
A clear understanding of customer needs is key to the success of new product development and customer-centric product design.Online reviews,particularly initial reviews,are commonly used as effective sources for minin...A clear understanding of customer needs is key to the success of new product development and customer-centric product design.Online reviews,particularly initial reviews,are commonly used as effective sources for mining customer requirements.Although customers may post truer and more objective supplementary reviews after a period of product use,such reviews are often overlooked when identifying customer requirements for product design improvement.In this study,we proposed a framework for identifying customer requirements by combining initial and supplementary reviews based on text mining.We categorized the identified customer needs into five product attribute categories using the Kano model.Two case studies were conducted in the laptop and cell phone industries to demonstrate the effectiveness of our method.Thus,dynamic customer requirements and satisfaction can be accurately mined and captured when considering supplementary reviews.In practice,the appropriate use of supplementary reviews may provide valuable guidance for product design and development strategies.展开更多
The retention of customers is fundamental to the success of sport organizations for a variety of reasons,not the least of which is it is less expensive for an organization to keep a current customer than to gain a new...The retention of customers is fundamental to the success of sport organizations for a variety of reasons,not the least of which is it is less expensive for an organization to keep a current customer than to gain a new one.Since customer repurchase intention is an important indicator to predict repurchase behavior,exploring the factors that influence this behavior has important theoretical and practical implications in the commercial martial arts school market.Although previous research provides a foundation for the factors that influence a customer's repurchase intention,additional empirical work is warranted.This study was designed to integrate the findings of previous studies and examine how utilitarian factors(perceived value and switching cost),a hedonic factor(perceived enjoyment),and social/psychological factors(confirmation and satisfaction)directly or indirectly influenced consumers'repurchase intentions in the context of commercial martial arts schools.The results indicated that customer satisfaction had the strongest impact on customer repurchase intention,followed by perceived enjoyment,switching costs,confirmation,and perceived value.展开更多
With changing customer attitudes toward consumption and function homogenization,product appearance designs have an increasing influence on the purchase decision.Customer characteristics and emotional factors play an i...With changing customer attitudes toward consumption and function homogenization,product appearance designs have an increasing influence on the purchase decision.Customer characteristics and emotional factors play an important role here.This study proposes a novel approach for modelling satisfaction and accomplishing a configuration that overcomes the limitations of conventional methods to precisely predict satisfaction,provide optimal product recommendations,and advise manufacturers on product appearance design.The newly proposed approach considers satisfaction,clusters customers through the Kansei perspective,and constructs a satisfaction model for each cluster.Additionally,the study employs data mining to understand the basic design principles and conflicted combinations that must be followed and avoided,respectively.The bidirectional association rules-constrained genetic algorithm is presented to limit configuration freedom,ensuring that results are in the range of control.Comparing prediction errors and recommended sample votes between the novel and conventional approaches revealed the presented approach’s efficiency and accuracy,thereby providing suggestions for manufacturers to make precise decisions on launching new product appearance designs through predicting customer emotional satisfaction.展开更多
The article presents an overview of the literature on customer equity and how customer equity provides an opportunity for marketers to make marketing strategy financially accountable. Traditionally, Return on Invest...The article presents an overview of the literature on customer equity and how customer equity provides an opportunity for marketers to make marketing strategy financially accountable. Traditionally, Return on Investment (ROI) models have been used to evaluate the financial expenditures required by the strategies as well as the financial returns gained by them. However in addition to requiring lengthy longitudinal data, these models also have the disadvantage of not evaluating the effect of the strategies on a firm’s customer equity. The dominance of customer-centered thinking over product-centered thinking calls for a shift from product-based strategies to customer-based strategies. Hence, it is important to evaluate a firm’s marketing strategies in terms of the drivers of its customer equity. The article summarizes a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm’s customer equity relative to the incremental expenditure necessary to produce the change.展开更多
The COVID-19 outbreak has caused uncertainty risk surges,increased sustainable supply chain vulnerabilities,and challenges to sustainable supply chain resilience(SSCR)management.Therefore,improving SSCR is necessary t...The COVID-19 outbreak has caused uncertainty risk surges,increased sustainable supply chain vulnerabilities,and challenges to sustainable supply chain resilience(SSCR)management.Therefore,improving SSCR is necessary to alleviate vulnerabilities,and SSCR management must generate large capital investments.However,the economic downturn brought about by the COVID-19 epidemic has made some companies have limited budgets that can be used to improve SSCR.Therefore,the design of resilience solutions needs to fully consider the constraints of budgetary costs.Most of the existing related literature only discusses optimal resilience solutions under certain cost constraints,so such resilience solutions cannot be applied to most enterprises.In this study,we set the cost constraint as a variable quantity,using resilience efficiency and customer satisfaction as indicators,to determine the changing laws of optimal resilience strategies when cost constraints change.These rules can be applied to enterprises with different budgeted costs.Our findings suggest that companies should prioritize sacrificing resilience measures(RMs)related to adaptive capacity when budget costs gradually decline,and RMs related to absorptive capacity are indispensable at all budget levels.Furthermore,the pursuit of environmental and social sustainability cannot be abandoned,no matter how limited the flexible budget may be.展开更多
文摘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. .
文摘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.
文摘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.
文摘Based on the situation of China’s custom home furnishing industry,this paper systematically analyzes the marketing environment and market competitiveness of China’s custom home furnishing industry.If an enterprise wants to produce in the market competition,marketing strategy is very important to the development and competition of the enterprise.Marketing strategy,based on Guangxi Suofeiya custom household customer satisfaction as the research object,based on the demographic characteristics and consumer behavior and marketing strategy,carries on the quantitative analysis of customer satisfaction,component factors affecting customer satisfaction index,set up 28 observation variables affecting customer satisfaction,uses the questionnaire survey,through the questionnaire star network distributed in the form of data collection;SPSS 22.0 descriptive statistical analysis,reliability analysis,validity analysis,correlation analysis,and regression analysis were carried out on the collected data.By studying the significance of demographic characteristics,consumer behavior,and marketing strategies,customer satisfaction,the results show that different aspects of gender,age,monthly household income,and occupations are different from customer satisfaction,but different education levels have no significant difference.According to the research conclusion,from the perspective of 7Ps marketing theory,optimization marketing suggestions are put forward for Sophia Company to improve customer satisfaction,so as to enhance its competitiveness in Guangxi home furnishing market,and provide reference for other customized home furnishing enterprises.
文摘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.
基金Supported by the National Natural Science Foundation of China (No. 79970007)
文摘A household satisfaction index (HSI) model based on the American customer satisfaction index (ACSI) model was fit to the housing industry in China and used with the software LISREL to measure the HSI in Beijing. Specifically, the empirical study analyzes the HSI of low-priced housing in Beijing. The results show that the HSI model is valid and the customer satisfaction theory can effectively analyze the housing industry. The results can help illustrate the factors which most affect customer satisfaction, and can be used to not only enhance the quality of homes and promote the housing market, but also to improve the standard of living for lower income people and provide suggestions to policy makers.
文摘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.
文摘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.
基金Supported by Natural Science Basic Research Plan in Shaanxi Province of China (SJ08E206)
文摘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.
文摘Of considerable importance and a principal goal in business is the creation of customer satisfaction. Evalu- ation of end user preferences for producers of particleboard and medium density fiberboard (MDF) requires indices for the assessment of markets and modification of product quality. However, only sporadic research has been carried out in this field. Therefore, the goal of this survey was to identify indices with respect to the points of view of: 1) consumers in order to select particleboard and MDF, 2) suppliers in order to consider production strategies, improve product quality, improve competitive ability of domestic producers in the market and help industry to be more customer oriented. This survey consisted of two stages. In the first stage, factors affecting customer preferences in the selection of particleboard and MDF were determined using a Delphi method, with the help of experts and a group of principal users of these prod- ucts. Then these factors were categorized in three groups: qualitative, technical and technological and marketing factors. Furthermore, questionnaires were prepared and distributed among consumers and responses evaluated and weighted by using an analytic hierarchy process (AHP) using expert choice software. Our results show that at both stages, the consistency ratio was less than 0.1, indicating that all results and judgments were stable and acceptable. The results obtained from questionnaires about particleboard rank the priorities for factors in the selection by consumers as follows: nail and screw holding ability, homogeneity in structure, edge strength of panel, durability and bending strength. The most important factors for MDF were machinability of panels, homogeneity in structure, nail and screw holding ability, edge strength of panel, durability and bending strength.
文摘This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the tourism industry has brought many changes.A new trend of self-service technologies has helped service firms to save the labor costs and customers’waiting time for transactions.The purpose of this study is to confirm an applicability and a design of the original model of SSTs and explore the connection between SSTs and creation of value perception through a confirmatory factor analysis in the context of the tourism industry.Furthermore,the results of the online survey questionnaire from 234 responses in the United States and South Korea are explained in this study.The results of this study concluded that five statistically important factors are related to customers’motivations to use SSTs and enable customers to interact with SSTs as“SST location and capacity planning”,“SST service quality”,“motivations to use SST”,“SST design”,and“SST encounter”.These factors may imply an important meaning to better understand about customer value during the adoption of SSTs in the tourism industry.Tourism firms may use the results of this study to effectively enhance how customers perceive value about their products and services during the usage of SSTs.This will help tourism firms’efficiencies on the adoption of SSTs for their business plans and help them remain profitable in the competitive market.
文摘Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.
基金supported by the National Natural Science Foundation of China (70571041).
文摘In the implementation of quality function deployment (QFD), the determination of the target values of engineering characteristics is a complex decision process with multiple variables and multiple objectives that should trade off, and optimize all kinds of conflicts and constraints. A fuzzy linear programming model (FLP) is proposed. On the basis of the inherent fuzziness of QFD system, triangular fuzzy numbers are used to represent all the relationships and correlations, and then, the functional relationships between the customer needs and engineering characteristics and the functional correlations among the engineering characteristics are determined with the information in the house of quality (HoQ) fully used. The fuzzy linear programming (FLP) model aims to find the optimal target values of the engineering characteristics to maximize the customer satisfaction. Finally, the proposed method is illustrated by a numerical example.
文摘Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.
基金the National Natural Science Foundation of China(grant numbers 72171166,72032005 and 72261147706)。
文摘A clear understanding of customer needs is key to the success of new product development and customer-centric product design.Online reviews,particularly initial reviews,are commonly used as effective sources for mining customer requirements.Although customers may post truer and more objective supplementary reviews after a period of product use,such reviews are often overlooked when identifying customer requirements for product design improvement.In this study,we proposed a framework for identifying customer requirements by combining initial and supplementary reviews based on text mining.We categorized the identified customer needs into five product attribute categories using the Kano model.Two case studies were conducted in the laptop and cell phone industries to demonstrate the effectiveness of our method.Thus,dynamic customer requirements and satisfaction can be accurately mined and captured when considering supplementary reviews.In practice,the appropriate use of supplementary reviews may provide valuable guidance for product design and development strategies.
文摘The retention of customers is fundamental to the success of sport organizations for a variety of reasons,not the least of which is it is less expensive for an organization to keep a current customer than to gain a new one.Since customer repurchase intention is an important indicator to predict repurchase behavior,exploring the factors that influence this behavior has important theoretical and practical implications in the commercial martial arts school market.Although previous research provides a foundation for the factors that influence a customer's repurchase intention,additional empirical work is warranted.This study was designed to integrate the findings of previous studies and examine how utilitarian factors(perceived value and switching cost),a hedonic factor(perceived enjoyment),and social/psychological factors(confirmation and satisfaction)directly or indirectly influenced consumers'repurchase intentions in the context of commercial martial arts schools.The results indicated that customer satisfaction had the strongest impact on customer repurchase intention,followed by perceived enjoyment,switching costs,confirmation,and perceived value.
基金supported by the National Social Science Fund of China(Grant No.18BGL095)
文摘With changing customer attitudes toward consumption and function homogenization,product appearance designs have an increasing influence on the purchase decision.Customer characteristics and emotional factors play an important role here.This study proposes a novel approach for modelling satisfaction and accomplishing a configuration that overcomes the limitations of conventional methods to precisely predict satisfaction,provide optimal product recommendations,and advise manufacturers on product appearance design.The newly proposed approach considers satisfaction,clusters customers through the Kansei perspective,and constructs a satisfaction model for each cluster.Additionally,the study employs data mining to understand the basic design principles and conflicted combinations that must be followed and avoided,respectively.The bidirectional association rules-constrained genetic algorithm is presented to limit configuration freedom,ensuring that results are in the range of control.Comparing prediction errors and recommended sample votes between the novel and conventional approaches revealed the presented approach’s efficiency and accuracy,thereby providing suggestions for manufacturers to make precise decisions on launching new product appearance designs through predicting customer emotional satisfaction.
文摘The article presents an overview of the literature on customer equity and how customer equity provides an opportunity for marketers to make marketing strategy financially accountable. Traditionally, Return on Investment (ROI) models have been used to evaluate the financial expenditures required by the strategies as well as the financial returns gained by them. However in addition to requiring lengthy longitudinal data, these models also have the disadvantage of not evaluating the effect of the strategies on a firm’s customer equity. The dominance of customer-centered thinking over product-centered thinking calls for a shift from product-based strategies to customer-based strategies. Hence, it is important to evaluate a firm’s marketing strategies in terms of the drivers of its customer equity. The article summarizes a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm’s customer equity relative to the incremental expenditure necessary to produce the change.
基金was supported by the Social Science Fund of Liaoning Province(Grant No.L21CGL004).
文摘The COVID-19 outbreak has caused uncertainty risk surges,increased sustainable supply chain vulnerabilities,and challenges to sustainable supply chain resilience(SSCR)management.Therefore,improving SSCR is necessary to alleviate vulnerabilities,and SSCR management must generate large capital investments.However,the economic downturn brought about by the COVID-19 epidemic has made some companies have limited budgets that can be used to improve SSCR.Therefore,the design of resilience solutions needs to fully consider the constraints of budgetary costs.Most of the existing related literature only discusses optimal resilience solutions under certain cost constraints,so such resilience solutions cannot be applied to most enterprises.In this study,we set the cost constraint as a variable quantity,using resilience efficiency and customer satisfaction as indicators,to determine the changing laws of optimal resilience strategies when cost constraints change.These rules can be applied to enterprises with different budgeted costs.Our findings suggest that companies should prioritize sacrificing resilience measures(RMs)related to adaptive capacity when budget costs gradually decline,and RMs related to absorptive capacity are indispensable at all budget levels.Furthermore,the pursuit of environmental and social sustainability cannot be abandoned,no matter how limited the flexible budget may be.