A Case Study in Creative Approaches to Customer Satisfaction Surveys Background The Washington Suburban Sanitary Commission (the Commission or WSSC) is a bi-county agency in Maryland established to provide water supply and wastewater treatment services for approximately 1.7 million people in Montgomery and Prince George’s Counties. WSSC has a service area of almost 1‚000 square miles‚ and serves about 430‚000 accounts. Ascellon’s work on this project was guided by three critical objectives that
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The Motivational Reasons behind Consumer Choice in Branded Coffee Shops Abstract The coffee-shop industry has been undergoing substantial change during the latter part of the twentieth and early part of the twenty-first century‚ reflected by continuous changes in consumer behaviour. The aim of this study is to improve the understanding of the motivational reasons behind customer choice in branded coffee shops‚ both international and local. A quantitative data collection of 300 questionnaires was
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INTRODUCTION Customers are becoming ever more demanding‚ and in most markets they have more options to choose from than ever before. . A customer is a person who becomes accustomed to buying from you. Without a strong track record of contact and repeat purchase‚ this person is NOT your customer; he is a buyer. A true customer is grown over time. The satisfaction a customer gets from the consumption of an organization’s product or service pre-empts his or her subsequent decisions on the same products
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Review and Critique on Customer Satisfaction LIU Huiqun1‚ ZHAO Xin2 1. School of Economics‚ Tianjin University of Commerce‚ Tianjin‚ China‚ 300134 2. Department of Economics and Management‚ Dezhou Vocational and Technological College‚ Dezhou‚ China‚ 253000 huiqunliu@tjcu.edu.cn Abstract: The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper
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The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades‚ there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually‚ it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty‚ while some people believed that customer loyalty affect customer satisfaction. Interestingly‚ very few executives and managers understand the critical difference. The purpose of this paper is
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COMPARATIVE OF CONSUMER SATISFACTION BETWEEN AIRTEL 1 AND VODAFONE CONSUMER A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs‚ wants or desires. According to a statement made by Mahatma Gandhi‚ ‘consumer refers to the following‚ “A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider
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DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura‚ 2001). 2. Furthermore‚ the satisfied customers will probably talk to others about their good experiences. This fact‚ especially in the Middle Eastern cultures‚ where the social life has been shaped in a way that social communication with other people enhances the society‚ is more important (Jamal & Naser‚ 2002). 3. Customer satisfaction leads to repeat
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Customer satisfaction survey: Outback Steakhouse Customer Satisfaction Survey Customer satisfaction survey: Outback Steakhouse Overview Outback Steakhouse is a multinational restaurant chain operating throughout the United States and in 18 other countries including Australia‚ Malaysia‚ Singapore and many more countries worldwide‚ (Outback Steakhouse‚ 2013). In most basic terms‚ Outback Steakhouse could be described as an Australian themed steakhouse
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1.1Customer Satisfaction What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who: •Has a direct relationship with‚ or is directly affected by your agency and •Receives or relies on one or more of your agency’s services
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As the Chief Executive Officer of Sierra Lighthouse Hotel Freetown‚ I’ve been provided with an Organisational Performance and Customer Satisfaction equation: Consumer Expected Quality - Organisational Actual Quality = Customer Perceived Quality EQ > AQ => Dissatisfaction EQ = AQ => Mere Satisfaction AQ > EQ => Delighted Customer An Organization Performance includes multiple activities‚ that help in establishing the goals of the organization‚ and monitor the progress towards the target
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