CONSEQUENCES OF CUSTOMER SATISFACTION AND DISSATISFACTION The consequences of not satisfying customers can be severe. According toHoyer and MacInnis‚ dissatisfied consumers can decide to: -• discontinue purchasing the good or service‚• complain to the company or to a third-party and perhaps return the item‚ or • engage in negative word-of-mouth communication.Customer satisfaction is important because‚ according to La Barbera andMazursky‚ “satisfaction influences repurchase intentions whereasdissatisfaction
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security service and so on… (Encarta Premium 2009) The key component of business is providing quality service for its customers. Quality service requires one way of follow up of the dynamic in the internal and external business environment through information gathering and analyzing to increase customer satisfaction. Customer satisfaction with service quality can be evaluated by comparing presumption of service received with expectation of the service needed.(Google) In the case of COBE library‚ when
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Introduction Electronic Commerce or E-commerce is growing extensively on Internet. Although the term of "E-commerce" might sound bizarre‚ in reality it has been familiar activity: buy books online. Whereas some of people take these simple activities every day‚ most of them may not be familiar on how SMEs have applied E-commerce into their business strategies to guarantee their survival in new global marketplace [33]. There are comprehensive literatures in focussing on SMEs and E-commerce [39‚ 46‚ 47‚ 48
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CHAPTER Introduction to e-commerce 1 LEARNING OBJECTIVES ● ● ● ● ● ● To understand the complexity of e-commerce and its many facets. To explore how e-business and e-commerce fit together. To identify the impact of e-commerce. To recognise the benefits and limitations of e-commerce. To use classification frameworks for analysing e-commerce. To identify the main barriers to the growth and development of e-commerce in organisations. WHAT IS ELECTRONIC COMMERCE? Even today‚ some considerable
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Customer Satisfaction Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to his/her expectations. Short of expectation = Unsatisfied customer Matches expectation = Highly satisfied customer A short of expectation means an unsatisfied customer while a matched expectation means a highly satisfied customer. Customer satisfaction is the relationship of perceived performance to expectation. It is a form of expectation
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Branding of Yoox.com 6 Ease in Using Website 7 Ease in Using Yoox.com 8 Role of e-Commerce in the Success of Yoox.com 10 Conclusion 11 Recommendations 12 References 13 Executive Summary E-commerce has changed the business style in the recent years. More businesses are moving towards selling their products online through websites. This paper examines the e-business strategy of Yoox.com‚ a fashion e-tailer that sells its products through website online. I wanted to explore the online
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WHAT IS ELECTRONIC COMMERCE? The advance and growth in IT & internet have enabled revolutionary vast changes in the way businesses and people trade. Trading in its simplest definition is all about communication. The spread of computers worldwide and the usage of information technology have played a major role in facilitating and enhancing the communication between traders therefore gave the ignition for E-commerce to come to light. Electronic commerce (e-commerce) has many definitions found
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Comparative Study of customer satisfaction in public sector and private sectors banks Table of Contents Acknowledgment…………………………………………………1 Executive Summary……………………………….……………...3 Introduction…………………………………………………….....4 Literature Review…………………………………………………6 Banking Industry: An Overview………………………………....12 Objective of Study……………………………………………….12 Research Methodology…………………………………………..13 Data Analysis……………………………………………………14 Findings…………………………………………………….…...16 Recommendations………………………………………………
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to his customers and earning his profits through volume. This insight would form a cornerstone of Walton’s business strategy when he launched Wal-Mart in 1962. Cost-cutting was an obsession in the Wal-Mart culture‚ and Walton understood that a major requirement for keeping costs down was controlling the payroll. In 2012‚ Wal-Mart celebrated 50 years of helping people save money so they can live better. The company employs 2.2 million associates worldwide and serves 200 million customers each week
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1. a. Name and purpose of the system. The e-commerce system chosen is the Overstock.com. Overstock.com is an online retailer offering a broad variety of high-quality‚ branded name goods at discount prices‚ including bedding‚ home decor‚ appliances‚ watches‚ jewellery‚ electronics‚ sporting goods‚ clothing and shoes. At the beginning‚ Overstock.com sold surplus and returned merchandise on an online E-commerce marketplace and liquidating the inventories of the failed dot-com companies at below-wholesale
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