Abstract: A major goal of any enterprise is to create a ratings
system of customer satisfaction, goods and services. It is obvious that
the company cannot change what is not measured. In order to get a
clearer picture of the preferences of the major consumer groups, this
stage should be based on extensive research, including a variety of
interviews and surveys. It is necessary to know the key benefits,
which determine customer satisfaction in the market segment, of the
properties of certain goods and services. It is important to estimate
the terms of these preferences from the viewpoint of the client. This
article discusses the importance of customer satisfaction, and ways of
assessing it.
Abstract: This study is a descriptive-normative research. It
attempted to investigate the restaurants’ firm performance in terms of
the customers and restaurant personnel’s degree of satisfaction. A
total of 12 restaurants in Bangkok, Thailand that offer Thai cuisine
were included in this study. It involved 24 stockholders/managers,
120 subordinates and 360 customers. General Managers and
restaurants’ stockholders, 10 staffs, and 30 costumers for each
restaurant were chosen for random sampling. This study found that
respondents are slightly satisfied with their work environment but are
generally satisfied with the accessibility to transportation, to malls,
convenience, safety, recreation, noise-free, and attraction; customers
find the Quality of Food in most Thai Cuisines like services, prices of
food, sales promotion, and capital and length of service satisfactory.
Therefore, both stockholder-related and personnel-related factors
which are influenced by restaurant, personnel, and customer-related
factors are partially accepted whereas; customer-related factors which
are influenced by restaurant, personnel and customer-related factors
are rejected.
Abstract: The objective of this research was to study the factors
related to the satisfaction of consumers who purchased a Toyota
SUV Fortuner. This paper was a survey data which collected 400
samples from 65 car dealerships. The survey was conducted mainly
in Bangkok, Thailand. The statistics utilized in this paper included
percentage, mean, standard deviation and Pearson Product-Moment.
The findings revealed that the majority of respondent were male with
an undergraduate degree, married and live together. The average
income of the respondents was between 20,001 - 30,000 baht. Most
of them worked for private companies. Most of them had a family
with the average of 4 members. The hypotheses testing revealed that
the factors of marketing mix in terms of product (ability, gas
mileage, and safety) were related to overall satisfaction at the
medium level. However, the findings also revealed that the factors of
marketing mix in terms of product (image), price, and promotion, and
service center were related to the overall satisfaction at the low level.
Abstract: To motivate users to adopt and use information
systems effectively, the nature of motivation should be carefully
investigated. People are usually motivated within ongoing processes
which include a chain of states such as perception, stimulation,
motivation, actions and reactions and finally, satisfaction. This study
assumes that the relevant motivation processes should be executed in
a proper and continuous manner to be able to persistently motivate
and re-motivate people in organizational settings and towards
information systems. On this basis, the study attempts to propose
possible relationships between this process-nature view of
motivation in terms of the common chain of states and the nearly
unique properties of information systems as is perceived by users in
the sense of a knowledgeable and authoritative entity. In the
conclusion section, some guidelines for practitioners are suggested to
ease their tasks for motivating people to adopt and use information
systems.
Abstract: The aim of this research is to develop the
understanding of corporate social responsibility (CSR) from
consumers- perspective toward Thai mobile service providers.
Based on the survey from 400 mobile customers, the result
shows that four dimensions of CSR of Thai mobile service
providers consist of economic, legal, ethical and philanthropic
responsibility. These four CSR factors have positive impacts
on enhancing customer satisfaction except one item of
economic responsibility - profitability to shareholders. Ethical
dimension has the strongest impact on customer satisfaction.
Economic, legal, ethical, philanthropic responsibility and
customer satisfaction have major impact on loyalty, whilst
philanthropic component mostly affects loyalty.
Abstract: The main purpose of this study is to analyze the
feelings of tourists for the service quality of the bikeway. In addition,
this study also analyzed the causal relationship between service
quality and satisfaction to visitor-s lane loyalty. In this study, the Ya
Tam San bikeway visitor-s subjects, using the designated convenience
sampling carried out the survey, a total of 651 questionnaires were
validly. Valid questionnaires after statistical analysis, the following
findings: 1. Visitor-s lane highest quality of service project: the routes
through the region weather pleasant. Lane "with health and sports," the
highest satisfaction various factors of service quality and satisfaction,
loyal between correlations exist. 4. Guided tours of bikeways, the
quality of the environment, and modeling imagery can effectively
predict visitor satisfaction. 5. Quality of bikeway, public facilities,
guided tours, and modeling imagery can effectively predict visitor
loyalty. According to the above results, the study not only makes
recommendations to the government units and the bicycle industry,
also asked the research direction for future researchers.
Abstract: The objective of this research seeks to transmit a distance training model to the community in the upper northeastern region. The group sampling consists of 60 community leaders in the municipality of sub-district Kumphawapi, Kumphawapi Disrict, Udonthani Province. The research tools rely on the following instruments, they are : 1) the achievement test of community leaders- training and 2) the satisfaction questionnaires of community leaders. The statistics used in data analysis takes the statistical mean, percentage, standard deviation, and statistical T-test. The resulted findings reveal : 1) the efficiency of the distance training developed by the researcher for the community leaders joining in the training received the average score between in-training and post-training period higher than the setup criterion, 2) the two groups of participants in the training achieved higher knowledge than their pre-training state, 3) the comparison of the achievements between the two group presented no different results, 4) the community leaders obtained the high-to-highest satisfaction.
Abstract: Perceptions of quality from both designers and users
perspective have now stretched beyond the traditional usability,
incorporating abstract and subjective concepts. This has led to a shift
in human computer interaction research communities- focus; a shift
that focuses on achieving user experience (UX) by not only fulfilling
conventional usability needs but also those that go beyond them. The
term UX, although widely spread and given significant importance,
lacks consensus in its unified definition. In this paper, we survey
various UX definitions and modeling frameworks and examine them
as the foundation for proposing a UX evolution lifecycle framework
for understanding UX in detail. In the proposed framework we identify
the building blocks of UX and discuss how UX evolves in various
phases. The framework can be used as a tool to understand experience
requirements and evaluate them, resulting in better UX design and
hence improved user satisfaction.
Abstract: The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: Studies on residential satisfaction have been actively
discussed under family house setting. However, limited studies have
been conducted on student residential satisfaction. This study is an
attempt to fill the research gap. It focuses on the influence of socioeconomic
on students- satisfaction with the universities- student
housing facilities. The students who stayed at the on-campus student
housing were the respondents. This study employed two-stage cluster
sampling method in classifying the respondents. Self-administered
questionnaires were distributed face-to-face to the students. In
general, it is confirmed that students- socio-economic backgrounds
have influence on the students- satisfaction with their housing
facilities. The main influential factors were the students- economic
status, sense of sharing, and ethnicity of their roommates.
Furthermore, this study could also provide a useful feedback for the
universities in order to improve their student housing facilities.
Abstract: Nowadays, under developed countries for progress in
science and technology and decreasing the technologic gap with
developed countries, increasing the capacities and technology
transfer from developed countries. To remain competitive, industry is
continually searching for new methods to evolve their products.
Business model is one of the latest buzzwords in the Internet and
electronic business world. To be successful, organizations must look
into the needs and wants of their customers. This research attempts to
identify a specific feature of the company with a strong competitive
advantage by analyzing the cause of Customer satisfaction. Due to
the rapid development of knowledge and information technology,
business environments have become much more complicated.
Information technology can help a firm aiming to gain a competitive
advantage. This study explores the role and effect of Information
Communication Technology in Business Models and Customer
satisfaction on firms and also relationships between ICTs and
Outsourcing strategic.
Abstract: The purpose of this study is to analyze the islands
tourist travel information sources, as well as for the satisfaction of the
tourist destination services. This study used questionnaires to the
island of Taiwan to the Penghu Islands to engage in tourism activities
tourist adopt the designated convenience sampling method, a total of
889 valid questionnaires were collected. After statistical analysis, this
study found that: 1. tourists to the Penghu Islands travel information
source for “friends and family came to Penghu". 2. Tourists feel the
service of the outlying islands of Penghu, the highest feelings of
“friendly local residents". 3. There are different demographic variables
affect the tourist travel information source and service satisfaction.
Based on the findings of this study not only for Penghu's tourism
industry with the unit in charge of the proposed operating and
suggestions for future research to other researchers.
Abstract: This paper describes the results and implications of a correlational study of learning styles and learner satisfaction. The relationship of these empirical concepts was examined in the context of traditional versus e-blended modes of course delivery in an introductory graduate research course. Significant results indicated that the visual side of the visual-verbal dimension of students- learning style(s) was positively correlated to satisfaction with themselves as learners in an e-blended course delivery mode and negatively correlated to satisfaction with the classroom environment in the context of a traditional classroom course delivery mode.
Abstract: This study investigates the relationships between
Work Motivation, Work Stress, and Job Satisfaction toward
cross-strait employees. The target subjects are three
manufacturing firms in Mainland China and Taiwan. Out of 450
distributed surveys, 352 valid surveys were obtained with the
response rate of 78.22%.The findings have addressed three main
pull factors toward cross-strait employees in choosing jobs, which
are (1) high level of firm stability, (2) good firm image, and (3)
good employee benefits. In addition, various employee attributes
exert different impacts on Work Motivation, Work Stress, and
Job Satisfaction. The comparison between expected and actual
perceived Job Satisfaction toward cross-strait employees shows
that “salary" ranks highest regarding expected Job Satisfaction
whereas “co-worker relationship" ranks highest regarding actual
perceived Job Satisfaction, which implies actual perceived Job
Satisfaction do not match employee expectations. Therefore, this
research further concludes that there exists differences between
employees- expected and actual perceived Job Satisfaction.
Abstract: This paper presents an approach based on the
adoption of a distributed cognition framework and a non parametric
multicriteria evaluation methodology (DEA) designed specifically to
compare e-commerce websites from the consumer/user viewpoint. In
particular, the framework considers a website relative efficiency as a
measure of its quality and usability. A website is modelled as a black
box capable to provide the consumer/user with a set of
functionalities. When the consumer/user interacts with the website to
perform a task, he/she is involved in a cognitive activity, sustaining a
cognitive cost to search, interpret and process information, and
experiencing a sense of satisfaction. The degree of ambiguity and
uncertainty he/she perceives and the needed search time determine
the effort size – and, henceforth, the cognitive cost amount – he/she
has to sustain to perform his/her task. On the contrary, task
performing and result achievement induce a sense of gratification,
satisfaction and usefulness. In total, 9 variables are measured,
classified in a set of 3 website macro-dimensions (user experience,
site navigability and structure). The framework is implemented to
compare 40 websites of businesses performing electronic commerce
in the information technology market. A questionnaire to collect
subjective judgements for the websites in the sample was purposely
designed and administered to 85 university students enrolled in
computer science and information systems engineering
undergraduate courses.
Abstract: The appearance management behavior of tanning by gay men is examined through the lens of Impression Formation. The study proposes that body image, self-esteem, and internalized homophobia are connected and affect the motives for engaging in sun, salon, and cosmetic tanning. Motives examined were: to look masculine, to look attractive to (potential) partners, to look attractive in general, to socialize, to meet a peer standard, and for personal satisfaction. Using regression analysis to examine data of 103 gay men who engage in at least one method of tanning, results reveal that components of body image and internalized homophobia–but not self-esteem–are linked to various motives and methods of tanning. These findings support and extend the literature of Impression Formation Theory and provide practitioners in the health and healthrelated fields new avenues to pursue when dealing with diseases related to tanning.
Abstract: The objective of this research is to study the people’s level of participation in activities of the community, their satisfaction towards the community, the attachment they have to the community, factors that influence the attachment, as well as the characteristics of the relationships of military families’ of the Royal Guards community of Dusit District. The method used was non-probability sampling by quota sampling according to people’s age. The determined age group was 18 years or older.
One set of a sample group was done per family. The questionnaires were conducted by 287 people. Snowball sampling was also used by interviewing people of the community, starting from the Royal Guards Community’s leader, then by 20 of the community’s well-respected persons. The data was analyzed by using descriptive statistics, such as arithmetic mean and standard deviation, as well as by inferential statistics, such as Independent - Samples T test (T-test), One-Way ANOVA (F-test), Chi-Square. Descriptive analysis according to the structure of the interview content was also used. The results of the research is that the participation of the population in the Royal Guards Community in various activities is at a medium level, with the average participation level during Mother’s and Father’s Days. The people’s general level of satisfaction towards the premises of the Royal Guards Community is at the highest level.
The people were most satisfied with the transportation within the community and in contacting with people from outside the premises. The access to the community is convenient and there are various entrances. The attachment of the people to the Royal Guards Community in general and by each category is at a high level. The feeling that the community is their home rated the highest average. Factors that influence the attachment of the people of the Royal Guards Community are age, status, profession, income, length of stay in the community, membership of social groups, having neighbors they feel close and familiar with, and as well as the benefits they receive from the community. In addition, it was found that people that participate in activities have a high level of positive relationship towards the attachment of the people to the Royal Guards Community. The satisfaction of the community has a very high level of positive relationship with the attachment of the people to the Royal Guards Community.
The characteristics of the attachment of military families’ is that they live in big houses that everyone has to protect and care for, starting from the leader of the family as well as all members. Therefore, they all love the community they live in. The characteristics that show the participation of activities within the community and the high level of satisfaction towards the premises of the community will enable the people to be more attached to the community. The people feel that everyone is close neighbors within the community, as if they are one big family.
Abstract: Multimedia courseware has been accepted as a tool
that can support teaching and learning process. 'Li2D' courseware
was developed to assist student-s visualization on the topic of Loci in
Two Dimension. This paper describes an evaluation on the
effectiveness and usability of a 'Li2D' courseware. The quasi
experiment was used for the effectiveness evaluation. Usability
evaluation was accomplished based on four constructs of usability,
namely: efficiency, learnability, screen design and satisfaction. An
evaluation on the multimedia elements was also conducted. A total of
63 students of Form Two are involved in the study. The students are
divided into two groups: control and experimental. The experimental
group had to interact with 'Li2D' courseware as part of the learning
activities while the control group used the conventional learning
methods. The results indicate that the experimental group performed
better than the control group in understanding the Loci in Two
Dimensions topic. In terms of usability, the results showed that the
students agreed on the usability in multimedia elements in the 'Li2D'
courseware.
Abstract: This paper aims at a new challenge of customer
satisfaction on mobile customer relationship management. In this
paper presents a conceptualization of mCRM on its unique
characteristics of customer satisfaction. Also, this paper develops an
empirical framework in conception of customer satisfaction in
mCRM. A single-case study is applied as the methodology. In order to
gain an overall view of the empirical case, this paper accesses to
invisible and important information of company in this investigation.
Interview is the key data source form the main informants of the
company through which the issues are identified and the proposed
framework is built. It supports the development of customer
satisfaction in mCRM; links this theoretical framework into practice;
and provides the direction for future research. Therefore, this paper is
very useful for the industries as it helps them to understand how
customer satisfaction changes the mCRM structure and increase the
business competitive advantage. Finally, this paper provides a
contribution in practice by linking a theoretical framework in
conception of customer satisfaction in mCRM for companies to a
practical real case.