In the wake of current economic decline, organizations clearly understand the need for good customer relations. Consumers are paying strict attention to the quality, cost and availability of the products they desire. Moreover, consumers are watching the business practices of the organizations that provide them with goods and services. Organizations understand that in order to be profitable they need to create and maintain a wholesome […]

CUSTOMER SATISFACTION “Customer Satisfaction is a business term of how the products and the services supplied by the company meet or surpass the customer expectation. It is the key performance indicator within the business.” …Berlin Asong WHY ORGANIZATIONS FOCUS ON CUSTOMER SATISFACTION? Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Although […]

CHAPTER II Review of Related Literature This chapter presents the literature related to this study. This will be conducted with the assessment of related literature to show the relevance of the literature to the study. RELATED LITERATURE Customer satisfaction is the most fundamental requirement for being in business. Therefore, every organization should plan the right strategies for dealing with customers, communicating with them, providing pleasant […]

ABSTRACT The intention of this assignment is to scrutinize customer satisfaction management schemes in ‘CHOR BAZAR’ restaurants in London. Further, this study espouses the applied content analysis approach which Gilbert and Horsnell (1998) used in their study, utilizing comparison and recording of findings based on benefit of best practice criteria. The results of this study provide hospitality professionals with an assessment of current methods of […]

The current issue and full text archive of this journal is available at www. emeraldinsight. com/1598-2688. htm AJQ 11,2 146 A study on the customer satisfaction and customer loyalty of furniture purchaser in on-line shop Yongju Jeong and Yongsung Lee Department of Business Administration, The University of Incheon, Incheon, South Korea Abstract Purpose – The paper intends to explore the in? uencing factors on customer […]

Bruce Cooil, Timothy L. Keiningham, Lerzan Aksoy, & Michael Hsu A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics Customer loyalty is an important strategic objective for all managers. Research has investigated the relationship between customer satisfaction and loyalty in various contexts. However, these predominantly cross-sectional studies have focused on customer retention as the primary measure of […]

There are numerous factors that paved the way for Starbucks’ success during the early nineties. I believe that one of their strengths was good knowledge of who their potential customers were and how to please them with their profile, assortment and services. One also has to take notice of their clear vision of becoming America’s third place, this tells me that they’ve had an aggressive […]

ABSTRACT The ultimate objective of most business to customer (B2C) organizations today is to increase on their productivity and revenues through system simplification, organizational potential and incremental improvements. Customer satisfaction is key to achieving this objective. With the continuously tighter global market competition, it has become a necessity for most organizations to focus on their operations in order to increase on their profitability and gain […]