An empirical research on customer satisfaction study: a consideration of different levels of performance View Full Text


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Article Info

DATE

2016-09-15

AUTHORS

Yu-Cheng Lee, Yu-Che Wang, Shu-Chiung Lu, Yi-Fang Hsieh, Chih-Hung Chien, Sang-Bing Tsai, Weiwei Dong

ABSTRACT

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management. More... »

PAGES

1577

References to SciGraph publications

  • 2000-01-01. Service quality, profitability, and the economic worth of customers: What we know and what we need to learn in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 2015-07-24. Using grey models for forecasting China’s growth trends in renewable energy consumption in CLEAN TECHNOLOGIES AND ENVIRONMENTAL POLICY
  • 1995-09-01. Relationship marketing and distribution channels in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • Identifiers

    URI

    http://scigraph.springernature.com/pub.10.1186/s40064-016-3208-z

    DOI

    http://dx.doi.org/10.1186/s40064-016-3208-z

    DIMENSIONS

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    PUBMED

    https://www.ncbi.nlm.nih.gov/pubmed/27652150


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    196 Law School, Nankai University, Tianjin, 300071 China
    197 School of Business, Dalian University of Technology, Panjin, 124221 China
    198 School of Economics and Management, Shanghai Maritime University, Shanghai, 201306 China
    199 Zhongshan Institute, University of Electronic Science and Technology of China, Dongguan, 528402 Guangdong China
    200 rdf:type schema:Organization
     




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