Abstract In recent years, researchers have contributed different causes as responsible for the success of a country's economic system, and as a result, differing models for economic growth suggest multiple possible paths for success. The world is changing fast, and China is now an important part of the global economy. One of the aspects most notable in China's economy is the rapid growth of the real estate industry. To date, while there has been much research conducted in marketing and customersatisfaction in general, the research concerning customersatisfaction in Chinese realty is lacking. New research studies in this area must focus on whether or not it is suitable to implement customersatisfaction into the current real estate industry in China. This research focuses on two studies measuring customersatisfaction in the real estate industry, discuses the implications of the data results, and offers recommendations toward much-warranted improvements in this area, if China is to continue at its current intense growth pace.
Abstract
Executive Summary
Introduction
Statement of the Problem
Literature Review
Background and Methodology of Proposed Research
Design
Proposed Data
Collection
Research Findings
Future Research
Conclusion
Bibliography
From the Paper "In recent years, the value of Chinese realty has undergone many changes and periods of substantial growth unprecedented by previous growth patterns. As a result, one could theorize that real estate consumers' expectations and requirements have increased as a result of this heightened growth. To date, while there has been much research in marketing and customer satisfaction in general, the research concerning customer satisfaction in Chinese realty is lacking. Research such as this is crucial in determining whether or not it is suitable to implement customer satisfaction into the current Chinese realty business. Customer satisfaction is an essential factor in marketing practice, as satisfaction is a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance (or outcome) in relation to his or her expectations (Kotler, 2003). According to Drucker (1954), the principal purpose of a business is to create satisfied customers. Similarly, increasing customer satisfaction has been found to lead to higher future profitability (Anderson et.al., 1994). In order to maintain this substantial growth in Chinese real estate, customer satisfaction must be increased, or at the least, maintained. Research by Rust et.al (1997) supports this standard by relating lower costs to defective goods and services. Due to the increasing competition existing in the Chinese realty business, customer satisfaction has become one essential point from both the customers' goodwill perspective and an organization's profits."
Abstract This paper presents a critical analysis of the customersatisfaction measurement and assessment process at Airtech Limited. The three major goals of the analysis are as follows: assess the quality of the survey questions; assess customersatisfaction in relation to relevant theory; suggestions to improve customersatisfaction.
Abstract This paper examines three articles on measuring customersatisfaction in health care organizations. The paper examines the methods used, the reasons for using these methods, and the types of data to be gathered. The paper further examines why customersatisfaction is important in health care and what a level of customersatisfaction actually means and what might reduce those levels.
From the Paper "With reference to the issue of measuring customer satisfaction for medical services, numerous ways of achieving this have been offered and tested in different studies of the same basic question. Patient satisfaction is seen as a measure of the effectiveness of treatment and also of the viability of a particular medical facility as a business venture. Any business that fails to provide customer satisfaction will eventually fail. Much research has been conducted on the satisfaction levels of certain products, and a different approach is taken to ascertain the satisfaction levels with services and specifically with customer contacts for any type of enterprise."
Abstract This paper examines customersatisfaction at a hypothetical XYZ Company. It examines the issue of customersatisfaction and recommends upgrading the phone and Web site and doing away with voice mail to improve customer service levels.
From the Paper "XYZ Company recognizes that customer satisfaction is key to their long-term success. They monitor customer satisfaction and are interested in finding ways to improve that satisfaction ..."
Abstract This paper explains that Starbucks' survey results indicated that customersatisfaction, not just customer service, had to be improved quickly and that Starbucks' head office had failed to see a changed customer base. The author points out that, inspiring customer loyalty requires local store level efforts to remove the public's perception of a corporation only interested in generating more stores. The paper relates that based on this information Starbucks decided to invest in more labor hours for its 4500 stores.
From the Paper "The case explores the realization of the executive of Starbucks that its marketing had to reform in the direction of basic customer satisfaction (Moon & Quelch, 2004). An error had been made of presuming that good customer service standards and ongoing growth meant that Starbucks' customers were satisfied. Unfortunately, a long focus on expansion and profit returns had drawn attention from changes of customer base and customer tastes that were important to the company's continuing developments. The concept of having a proven and successful approach, as pioneered in the early 1980s, predictably, has needed a few revisions, 20 years later."
Abstract This paper examines how it can generally be agreed that profitability is the overall result that companies seek. However, the business literature rarely describes a company as being focused on profitability. The paper looks at how business literature increasingly focuses on meeting customer's needs and achieving customersatisfaction and how this leads to the question of the link between profitability and customersatisfaction. An investigation of this issue shows that the two are linked where profitability depends on achieving high customersatisfaction rates. In the end, the focus on customersatisfaction makes sense, since this focus is a means for the company to achieve profits.
Outline
Back to the Basics of Business
The Role of the Customer in the Current Business Environment
The Advantages of Adding Value
The Competitive Advantage of CustomerSatisfaction
From the Paper "In considering any issue related to business, it is easy to get lost in the theory and to fail to recognize the very basis of conducting business. Getting back to the basics can be critical in gaining a clear understanding of the issues. This is especially relevant to the current topic with its focus on customer satisfaction and profitability. The first basic aspect of business that is important is that a business exists to make profits. The next question that this raises is how a business makes profits. The answer to this is that a business makes profits when customers buy the business's product or service. Without customers handing over their money to the business, a business cannot make money. In this way, attracting and keeping customers is crucial to a business, with these activities all part of the marketing function."
Abstract Given the fact that the majority of motorists in the United States will eventually experience some type of vehicular accident during the course of their driving careers, the question of what factors are perceived as ensuring customersatisfaction in policyholders becomes critically important. This paper provides an examination of the importance of ensuring customersatisfaction in the settling of claims in the auto insurance industry. The paper presents research, which illustrates that, while some people may believe that only monetary compensation for such claims is the path to customersatisfaction, the reality is that an abundance of little things, such as promptly answered telephone calls or emails, a consistent demonstration of courtesy and respect, and a recognition that the individuals pursuing claims or responding to them are undergoing a stressful and emotional period in their lives, contribute greatly to the perception of customersatisfaction during the claims resolution process.
From the Paper "The costs associated with injuries resulting from automobile accidents are the most numerous and costly of all personal injuries in North America today (Dewees, Duff & Trebilcock, 1996, p. 15). In 1989, approximately five million Americans experienced auto-related injuries, 47,000 of which were fatal; the statistics for Canada were not quite so bad, but were still grim with more than 200,000 people being injured in motor vehicle accidents in 1985 and more than 6,000 fatalities (Dewees et al., 1996). The costs associated with these injuries are staggering; the economic costs such as medical expenses, wage losses, and other out-of-pocket expenses of automobile injuries in the United States have been estimated to have totaled $50 billion, with another estimate assessing the costs at $74.2 billion per year as the 1990s closed. "Further, despite steady decreases in the annual number of traffic fatalities in Canada and the United States since the mid-1970s, injury insurance costs have risen sharply during this period, increasing by about 140% in the United States from 1977 to 1987" (Dewees et al., 1996, p. 15)."
Abstract This work reports a study conducted relating to customersatisfaction levels at the Marina Mall. This article conducts the study through the instrument of a survey/questionnaire which asks 300 respondents, 150 male and 150 female, questions relating to different aspects of the mall in the areas of design, service, atmosphere, quality, selection, variety, products, and sales people, as well as parking and time preferences for visiting the mall. This research is a qualitative and quantitative nature exploring the preferences of respondent/consumers to a variety of questions concerning the various elements of the retail establishment that the review of literature in this study reveals as 'key' considerations for consumers related to retail shopping and entertainment or 'mall' establishments. Findings in this study include gender differences in the types of shops, food establishments, entertainment, etc. however, the Marina Shopping Mall is rated by the respondent/consumers participating in this study as having satisfied their expectations in most areas and totaling a majority percentage as well.
Outline:
Abstract
Introduction
Definition of the Problem
Bigger "Mega' Centers Customer-Preferred
Branding and Image are One-in-the-Same
Lack of Effective Planning Leads to Irrational Development Patterns
Teens, Preferences and Satisfaction Attributes of Shopping Malls
Gender-Focused Research and CustomerSatisfaction Variables
Successful Pricing-Strategies
Store Design and CustomerSatisfaction Internet Shopping and the Impact on Traditional Store Shopping
Design of Shopping Mall (Location and Design Factors)
Summary of Review of Literature
Methodology
Instrument of Study
Data Collection and Analysis
Questions of the Study
Overview of Survey/Questionnaire
Data Analysis
Data Analysis, Findings & Conclusion
Findings of the Study
Conclusion
Recommendations for Further Research
From the Paper "There is a considerable body of existing literature reporting studies that had as the main focus the consumer's preference of retail format. However, among this body of work limited examples of research exists that incorporate the role that demographics play in relation to choice of format in retail business. Location has been the focus of previous study as have patterns of product purchase, the potential for business at specific retail sites as well customer satisfaction and loyalty. This study has utilized an exploratory approach and has as its aim in part to characterize six major age cohort groups in terms of their preferences for retail formats."
"This study further divides these six groups into two major categories of male and female with each group containing three separate age groups. Through data analysis of these groupings by gender this study aims to understand the preference of the average consumer in relation to the Marina Shopping Mall."
Abstract In an attempt to improve customersatisfaction, banks around the world are training and empowering employees directly involved in service delivery to undertake a broad range of tasks. The paper looks at what are the skills necessary to improve customersatisfaction, how to calculate the level of customersatisfaction, and methods of training employees to improve their ability to satisfy customers.
From the Paper "In analyzing customer satisfaction as an adjunct of qualified activity-based management (ABM) four activities are typically considered: Costs, Quality, Time and Innovation. Most of the emphasis in the current business literature focuses on activity-based costs (ABC) and TQM (total quality management). This is probably because ABC and TQM are easier, or more convenient to measure. Results are more quantifiable. The analysis of time and Innovation are harder since those two terms dip into areas like "mind," "motivation," and other terms that are hard to chart and analyze (Trapp, 1997)."
Tags: banking, employees, innovation, motivation, service
Abstract This paper discusses the various ways to measure customersatisfaction. Customer service satisfaction measurement is seen as the way companies can gain competitive advantage, as they can target customers better by finding out their preferences and level of satisfaction with existing products and services. The idea is that what is not measured can subsequently not be managed. Various measurement techniques are evaluated also.
From the Paper "Most emerging approaches to the measurement of overall productivity and management results agree on the importance of customer capital, as expressed in sales, satisfaction and reputation. The higher the innovative and service component, the more the customer becomes part of the performance equation. Customer feedback helps continuously to improve product and performance, with the peripheral benefit of inspiring employees to increased efforts toward better results."
Abstract This paper defines the concept of quality and the role quality plays in shaping a customer's satisfaction. The author points out that quality is an integral part of business. The paper relates the participation of management in the production of customer-driven quality.
From the Paper "Quality is an integral part of any business and yet the term itself has many different interpretations. There is the quality of the product itself as it relates to performance and durability. There is the more difficult relationship between quality and price consumers may accept poorer quality for lower cost. There is the quality of the purchasing experience the payment experience and the after-sale experience. Quality enters the picture in the area of customer service and a company's Website and marketing materials also have issues."
Abstract The paper looks at health care information via the Internet that has changed the way individuals manage their health and receive health care information. The paper explains that this has greatly impacted customer loyalty to a doctor since one can order medication or research symptoms, treatments and long-term prognoses online. The paper therefore concludes that customersatisfaction has become much more important to the healthcare consumer than customer loyalty to a doctor.
From the Paper "When it comes to healthcare, people want to be satisfied. They often feel as thought they are not getting enough for their money, their doctors charge them too much, and their insurance companies do not pay for enough treatments and procedures. This being the case, they also doctor-shop to either (a) find a doctor that actually works the way they think he or she should, or (b) find a doctor that tells them what they want to hear. This comes down to a difference between customer loyalty (to one doctor, for example), and customer satisfaction (going from one doctor to the next until one is satisfied with the answer)."
Abstract This paper examines how customersatisfaction is the one of the important strategies for a company and how quality in a product can also ensure brand loyalty. It looks at how this is the type of loyalty that Starbucks would like to develop among its customers, corporate and otherwise, and how the company focuses on constantly introducing new and innovative products to the market by working hard to ensure that the products introduced are constantly of the highest quality grade.
From the Paper "This policy of putting the customers needs ahead also is used very effectively when communicating with formal written grievances and complaints. The company attempts to clarify and offer explanations for some of the situations that may have caused the quality issue. Addressing these concerns has helped the company retain loyal customers and help attract new ones (Mettrick, 2003) Deming was of the opinion that quality was an ongoing process and had to be constantly evaluated with reference to both internal and external environments affecting the organization."
Abstract This paper discusses customer-driven quality in a manufacturing environment and how it stands with reference to other types of organizations, such as government, non-profit, and service. The value of quality in relationship to customersatisfaction and the importance of participatory management are explained.
From the Paper "The modern manufacturing environment has been responsible for a dramatic loss in product quality in recent years with a concomitant loss of customer satisfaction. Products are not made as well do not last as long and do not have ..."
Tags:customer-driven quality, manufacturing, customersatisfaction, customer service
Abstract This paper provides a thorough review of current literature on the topic of the realty market in China. The literature examines trends in today's market and focuses on the issue of customersatisfaction. Following the literature review, the paper presents a proposed methodology for further study of the topic.
From the Paper "It would appear, from work done by Pelham that there is no reason to attempt to achieve customer satisfaction in any industry except to create significant company performance improvement. He constructs this by noting that results indicate that, "compared to strategy selection, firm size, or industry characteristics, market orientation has the strongest positive relationship with measures of performance. The most influential market orientation elements are fast response to negative customer satisfaction information, strategies based on creating value for customers, immediate response to competitive challenges, and fast detection of changes in customer product preferences" (2000, p. 48). He attempts, also, to removed the idea from that academic sphere that firms should "embrace the philosophy of the marketing concept, which holds that customer needs should drive the firm's decisions" (Pelham, 2000, p. 48) and move it into practice, particularly in small and medium-sized firms; arguably, these constitute a great many of the realty firms in China at this nascent period of Chinese commercial and private residential real estate. Indeed, Pelham's work echoes Levitt's (1960) that noted that firms that adopt this philosophy and convert it into action will see superior performance."
