Phd thesis on consumer satisfaction

This study uses a rigorous two-stage methodology developed for marketing research by Churchill. Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability.

customer service in banking

Item Type:. Show full item record Abstract The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.

The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry.

Draft a research proposal for a bank interested in finding out the customer satisfaction level

A postal survey was administered to 1, UK food processors. As such, if there is one metric by which marketing performance should be evaluated with, it should be against its scope and how well it fulfils its goal. Thus, the thesis is a synthesis of prominent customer satisfaction models in an effort to integrate them into one, since the evaluation activity does take an holistic perspective whereas partial models pose the risk of losing synergies that may form in the whole. Request Changes to record. The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry. The results of this thesis indicate that UK food processors should consider all phases of pre-transaction, transaction and post-transaction events when facilitating operations design and customer service planning. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage. The latter consists of elaborate questionnaires completed by customers regarding the different elements of the model. In order to test the model, in phase three, a survey questionnaire was designed and calibrated to collect data for analysis using LISREL. Item Type:. These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Abstract The thesis proposes an holistic customer satisfaction model that can be used as a metric for marketing performance evaluation. Issues of price, supplier importance, supplier switching, and relationship power were tested, but did not feature in resultant constructs. Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations.

Respondent data was analysed using exploratory and confirmatory factor analysis and structural equation modelling to test variables and constructs. Structural Equation Modelling is deployed to build and test the holistic model as it is the only technique that can simultaneously deal with antecedents and consequences.

customer satisfaction pdf thesis

Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study.

As such, if there is one metric by which marketing performance should be evaluated with, it should be against its scope and how well it fulfils its goal.

Bank customer satisfaction

Chiefly, customer satisfaction is considered as marketing's sine qua non; often cited, in the first pages of most of the best-selling marketing books, as the ultimate purpose of the marketing function and even as the short definition of marketing. In order to test the model, in phase three, a survey questionnaire was designed and calibrated to collect data for analysis using LISREL. Show full item record Abstract The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. A postal survey was administered to 1, UK food processors. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage. Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study. Item Type:. The latter consists of elaborate questionnaires completed by customers regarding the different elements of the model. The customer-supplier dyadic exchange between intermediary food processors is the focus of study. Thus, the thesis is a synthesis of prominent customer satisfaction models in an effort to integrate them into one, since the evaluation activity does take an holistic perspective whereas partial models pose the risk of losing synergies that may form in the whole. These latter issues are discussed in terms of an overarching framework that encompasses the validated constructs and an extended model is hypothesised for future study. The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry. This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings.
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An holistic customer satisfaction model