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 services and retaining them forever with specially
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CHAPTER 1 1.1 INTRODUCTION Customer satisfaction: Customer satisfaction is a measure of the degree to which a product or service meets the customer’s expectations. Satisfaction results when expectations are equaled or surpassed. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very
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Topic: “Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby
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PHILOSOPHY OF SCIENCE DEMARCATION Philosophy of science is concerned with the assumptions‚ foundations‚ methods‚ implications of science‚ and with the use and merit of science. Demarcation The demarcation problem in the philosophy of science is about how to distinguish between science and nonscience‚ and more specifically‚ between science and pseudoscience (a theory or method doubtfully or mistakenly held to be scientific). The debate continues after over a century of dialogue among philosophers
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leads to customer satisfaction from both an academic and an applied perspective. Previous research has recognized that both cognition and affect significantly predict satisfaction judgments. Cognition has been studied mainly in terms of the disconfirmation paradigm‚ which predicts satisfaction to be a function of a comparison between expectations and performance (e.g.‚ Bearden and Teel 1983; LaBarbera and Mazursky 1983; Oliver 1980;
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all‚ after the event and it does not really measure satisfaction only dissatisfaction. Some important factors that help us understand and determine how satisfied or dissatisfied consumers are include: the disconfirmation theory‚ attribution theory‚ and equity theory. The disconfirmation theory suggests that satisfaction is determined by the intensity and direction of the gap between expectation and perceived performance. An individual is more likely to be satisfied if the service performance
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Cognitive Dissonance Classic in Psychology Areej Alemer [Instructor’s Name] [Class Title] [Date] Cognitive Dissonance Classic in Psychology Introduction There were famous experiments conducted in psychology and many of these experiments gave scientists a new perspective on understanding people. In the 1950s‚ scientists began conducting test about the effect of social pressures and influence to the behavior of people. Among these scientists is Leon Festinger. He became
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CHAPTER II: LITERATURE REVIEW This chapter collects the necessary literature used to be as the theoretic base to guide the research direction and to develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher
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ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION‚ AND ITS INFLUENCE ON CUSTOMER LOYALTY. (Passengers Survey of Domestic Full Service Airlines Company “Garuda Indonesia” in Indonesia) Mohamad Rizan Management Department of Economics Faculty‚ State University of Jakarta‚ Indonesia dr_rizan@yahoo.com ABSTRACT The aims of research are : 1) Analyzing service quality‚ customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia‚ and 2) Testing
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service processes. Theoretical basis of the study Disconfirmation of expectations theory by Dawes and Rowley (1999) is being used by the authors in the research. Dawes and Rowley (1999) stated that many organization management often focus on minimizing the negative responses rather than to maximize the positive response of product offering. They also review the origin of the concept dissatisfaction‚ dissonance and disconfirmation in
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