CUSTOMERS’ SATISFACTION _______________________________________________________ A thesis submitted in partial fulfillment of the requirements for the Degree of Master of Commerce and Management at Lincoln University by Jing Wei _______________________________________________________ Lincoln University 2010 Abstract of a thesis submitted in partial fulfilment of the requirements for the Degree of M.C.M AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION By Jing
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product • Customer Service • Employee satisfaction • Specific demographic targeting • An almost untapped market Value Proposition: • The customer (and customer service) above all else. • Coffee drinking as an experience • ‘Coffee culture’ • Emotional benefits of drinking coffee Brand Image: • Customer-centric 2. Why have Starbucks customer satisfaction scores declined? Has the company’s service declined‚ or is it simply measuring satisfaction the wrong way? Why? • Customers
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CHAPTER 1 INTRODUCTION 1.1 INTRODUCTION TO THE STUDY Customer satisfaction is defined as the measurement of how a company’s products or services meet or surpass its customer’s expectations. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs. Customer satisfaction plays an important role in determining the likelihood of an organization’s success and profitability over the long term. It is an important way of business
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A study of service quality is important in order to learn on tourists’ satisfaction towards tourists’ facilities. In tourism management‚ tourists’ facilities are essential to gain tourists’ loyalty‚ trust and satisfaction. Based on the survey and evaluation‚ the basis for recommendation and improvements can be allocated for upgrading the physical plan. This research therefore focuses on international tourists’ satisfaction on tourists’ facilities and Melaka has been chosen as the case study. This
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Introduction Students’ opinions about all aspects of academic life are now sought by educational institutions worldwide‚ generally‚ in the form of a satisfaction feedback questionnaire. It is this student satisfaction survey‚ within the context of student satisfaction in JRU Jose Rizal University. In the Philippines‚ Higher Education (HE) students were considered to be the “primary customers” of a University ‚even before they were liable for the payment of “up-front” tuition fees. Students are
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BANK CUSTOMER SATISFACTION SURVEY (Domestic Bank Customer Satisfaction) PLEASE DO NOT WRITE YOUR NAME ON THIS QUESTIONNAIRE Bank Negara Malaysia recently announced the introduction of a Customer Satisfaction Index (CSI) as a possible standard of excellence to benchmark organisations within the financial sector. With the merger and consolidation of financial institutions in Malaysia‚ their future success will depend upon customer satisfaction and loyalty. We invite you to participate in our survey
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Some people think job satisfaction is more important than job security. But others believe that people cannot always enjoy their jobs and having a permanent job is more important. Discuss both views and give your opinion. Nowadays，most people have full time jobs and spend most of their adults life time on working. Therefore‚ some people tend to choose a satisfying job than a security one‚ while others convinced that taking a permanent job is more important. This essay will discuss both side
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Stress‚ Job Satisfaction and Social Support: What Relationship do they have to Workplace Turnover Intentions? Amy Levin‚ MSW‚ PhD California State University Northridge Abstract This study tested a theoretical model depicting the relationships between diversity characteristics‚ organizational climate and personal outcome variables on intention to leave among child welfare workers. In a cross sectional design‚ a sample of 418 child welfare workers was drawn from a large public agency
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Emotional Labor 1 Running Head: EMOTIONAL LABOR EFFECTS ON JOB Emotional Labor Effects on Job Satisfaction and Employee Performance PSY5002 Section: 04 Emotional Labor 2 Abstract A study was conducted to examine the effects of emotional labor on the well-being of customer service employees. In the article‚ Emotional labor in service
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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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