Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction d...

We show that some of the most common beliefs about customer-perceived quality are wrong. For example, 1) it is not necessary to exceed customer expectations to increase preference, 2) receiving an expected level of bad service does not reduce preference, 3) rational customers may rationally choose an option with lower expected quality, even if all nonquality attributes are equal, and 4) paying ...

this study investigates the factors affecting the brand loyalty of the customers of auto-mobile industry in region of pakistan with the use of ecsi model. a well-organized structured questionnaire was distributed among the customers of auto-mobile industry. the questionnaire was based on 5 point likert-type scale. results show that the customer expectations have a direct positive impact on perc...

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percent...

Customer satisfaction and measurement issues have vital roles for businesses in providing and maintaining a competitive advantage. It is recognized that the businesses forming components of marketing mix by acknowledging the customers’ expectations, receive customer loyalty and profit in return. Via measuring customer satisfaction, organizations do not only have customer knowledge also have com...

The integrated perspective of human resource management (HRM) and service marketing (SM) on the emotional labor issue provides company managers with critical insight into how to create customer equity through effective management of their human capital. The objective of this study is to investigate the structural relationships among customer-related social stressors (CSSs) as job stressors, emo...

I the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers’ ex ante expectations about a product or service exceed ex post perceptio...