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Determinants of customer satisfaction of banking industry in Bangladesh
Uddin, Mohammed Belal; Akhter, Bilkis - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 6 (2012) 2, pp. 242-256
This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...
Persistent link: https://www.econbiz.de/10011938313
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Corporate social responsibility, customer orientation, and the job performance of frontline employees
Korschun, Daniel; Bhattacharya, C. B.; Swain, Scott D. - 2013
identify with customers (called employee-customer identification) to the extent they perceive customers to support the company …-concept. Organizational identification directly drives job performance while employee-customer identification contributes to job performance …
Persistent link: https://www.econbiz.de/10010352094
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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung
Körnert, Jan; Wolf, Cornelia - 2002
werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …
Persistent link: https://www.econbiz.de/10010305689
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Lack of pupils in German riding schools? A causal-analytical consideration of customer satisfaction in children and adolescents
Kayser, Maike; Gille, Claudia; Suttorp, Katrin; … - 2012
Not only the horse as a living creature, but also equestrian sport, has a positive influence on the general upbringing and development of young people. Although equestrian sport still exerts a strong fascination, it is becoming more difficult to inspire young people to take part in this...
Persistent link: https://www.econbiz.de/10010307734
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Measuring service quality: The opinion of Europeans about utilities
Ferrari, Pieralda A.; Salini, Silvia - 2008
This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...
Persistent link: https://www.econbiz.de/10010270942
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Die kundenseitige Wahrnehmung der Servicequalität bei der Nutzung von SST
Gleitsmann, Sinje; Guttzeit, Mandy; Roschk, Holger - 2010
Sogenannte Self-Service-Technologien (SST), wie Bankautomaten, automatischer Self-Checkout in Hotels, Telefonbanking und Dienstleistungen, die der Kunde über das Internet bezieht (z.B. Onlinebanking) werden in den letzten Jahren zunehmend von Unternehmen genutzt, um den kostenintensiven,...
Persistent link: https://www.econbiz.de/10010308146
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The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process
Prevo, Olaf; Leunisse, Patrick; Roest, Henk - 1999
In this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit...
Persistent link: https://www.econbiz.de/10010324525
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Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse
Gerpott, Torsten J.; Paukert, Mathias - In: Zeitschrift für Personalforschung (ZfP) 25 (2011) 1, pp. 28-54
, die Beziehungen zwischen Mitarbeiterzufriedenheit (MiZu) und Kundenzufriedenheit (KuZu) statistisch für insgesamt 52 …The present paper contains a meta-analysis of 42 empirical studies that correlate employee job satisfaction and … corrected mean correlation between employee satisfaction (ES) and customer satisfaction (CS) amounted to 0.32. Meta …
Persistent link: https://www.econbiz.de/10010292520
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Service Parts Inventory Control with Lateral Transshipment that takes Time
Yang, Guangyuan; Dekker, Rommert - 2010
In equipment-intensive industries such as truck manufacturing, electronics manufacturing, photo copiers,and airliners, service parts are often slow moving items for which, in some cases, the transshipment timeis not negligible. However, this aspect is hardly considered in the existing spare...
Persistent link: https://www.econbiz.de/10010325644
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Affective complementarity in service encounters
Giardini, Angelo; Frese, Michael - In: Management Revue 18 (2007) 1, pp. 75-87
between employee and customer arousal was affected by the gender combination. …
Persistent link: https://www.econbiz.de/10010318144