| Papers [1-15] of 100 :: [Page 1 of 7] | | Go to page : 1 2 3 4 5 6 7 —> | Search results on "QUALITY CUSTOMER SATISFACTION": |
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Quality and Customer Satisfaction, 2004.
A discussion on the importance of quality to ensure customer satisfaction, using the Starbucks coffee shop chain as an example.
1,720 words (approx. 6.9 pages), 6 sources, MLA, $ 55.95
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Abstract
This paper examines how customer satisfaction 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."
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Customer Satisfaction, 2004.
An analysis of how a high customer satisfaction rate is essential to profitability.
3,071 words (approx. 12.3 pages), 8 sources, MLA, $ 89.95
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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 customer satisfaction and how this leads to the question of the link between profitability and customer satisfaction. An investigation of this issue shows that the two are linked where profitability depends on achieving high customer satisfaction rates. In the end, the focus on customer satisfaction 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 Customer Satisfaction
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."
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Customer Satisfaction in Chinese Realty, 2006.
Research concerning customer satisfaction in Chinese realty.
12,100 words (approx. 48.4 pages), 43 sources, MLA, $ 233.95
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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 customer satisfaction in general, the research concerning customer satisfaction in Chinese realty is lacking. New research studies in this area must focus on whether or not it is suitable to implement customer satisfaction into the current real estate industry in China. This research focuses on two studies measuring customer satisfaction 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."
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Customer Satisfaction, 2004.
An investigation of the importance of customer satisfaction in the administration of automobile insurance claims.
3,114 words (approx. 12.5 pages), 12 sources, MLA, $ 90.95
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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 customer satisfaction in policyholders becomes critically important. This paper provides an examination of the importance of ensuring customer satisfaction 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 customer satisfaction, 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 customer satisfaction 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)."
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Customer Satisfaction at Marina Mall, 2006.
This paper researches the subject of customer satisfaction at the Marina Shopping Mall.
10,318 words (approx. 41.3 pages), 25 sources, MLA, $ 207.95
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Abstract
This work reports a study conducted relating to customer satisfaction 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 Customer Satisfaction Variables
Successful Pricing-Strategies
Store Design and Customer Satisfaction
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."
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Bank Customer Satisfaction, 2002.
This paper is a discussion of the topic of improvement of customer satisfaction with their banks.
2,758 words (approx. 11.0 pages), 5 sources, MLA, $ 82.95
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Abstract
In an attempt to improve customer satisfaction, 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 customer satisfaction, how to calculate the level of customer satisfaction, 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)."
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Customer Satisfaction Research, 2005.
An anlysis of customer satisfaction in health care organizations.
900 words (approx. 3.6 pages), 3 sources, $ 35.95
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Abstract
This paper examines three articles on measuring customer satisfaction 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 customer satisfaction is important in health care and what a level of customer satisfaction 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."
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Customer Satisfaction Assessment: Airtech Limited, 2004.
Critical analysis of the customer satisfaction measurement and assessment process at Airtech Limited.
4,600 words (approx. 18.4 pages), 0 sources, APA, $ 135.95
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Abstract
This paper presents a critical analysis of the customer satisfaction 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 customer satisfaction in relation to relevant theory; suggestions to improve customer satisfaction.
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How to Measure Customer Satisfaction, 2000.
A look at various methods for evaluating customer satisfaction.
1,760 words (approx. 7.0 pages), 7 sources, $ 56.95
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Abstract
This paper discusses the various ways to measure customer satisfaction. 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."
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Starbucks Case Study: Customer Satisfaction, 2005.
This paper is based on Harvard Review article 2004 discussing Starbucks' 2002 decision to invest in customer satisfaction.
1,575 words (approx. 6.3 pages), 0 sources, $ 62.95
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Abstract
This paper explains that Starbucks' survey results indicated that customer satisfaction, 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."
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Customer Satisfaction, 2007.
A study exploring customer satisfaction levels at Marina Shopping Mall.
10,215 words (approx. 40.9 pages), 25 sources, MLA, $ 205.95
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Abstract
This paper presents a study relating to customer satisfaction levels at Marina Mall. The paper conducts the study through the instrument of a questionnaire which asks 300 respondents questions relating to different aspects of the mall in the areas of selection, atmosphere, convenience/location, salespeople, food and beverage, promotional activities, and parking and time preferences for visiting the mall. The paper provides a conclusion and recommendations for further research.
Outline:
Abstract
Chapter 1: Introduction
Chapter 2: Literature Review
Chapter 3: Methodology
Chapter 4: Data Analysis, Findings and Conclusion
Chapter 5: Conclusion and Recommendations
From the Paper
"The objective of this work is to research and examine customer satisfaction levels at Marina Shopping Mall. This study will further investigate whether sources of satisfaction differ in importance with respect to gender and age, which generally are two important variables for retail segmentation. Studies state findings that there are six (6) underlying factors of varying characteristic which are important to customer satisfaction: (1) selection; (2) atmosphere; (3) convenience/location; (4) sales people; (5) food and beverage; and (6) promotional/entertainment activities. The scope of this work will review a variety of choices or selection and flexibility, atmosphere of the Marina Mall both in terms of the physical and social environment; the convenience or location and ease of access, parking food and beverage; and the promotional activity or the entertainment activities."
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Customer Satisfaction in the Chinese Realty Market, 2006.
A research proposal on the levels of customer satisfaction in the realty markets in China.
3,394 words (approx. 13.6 pages), 43 sources, MLA, $ 96.95
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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 customer satisfaction. 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."
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Customer Satisfaction, 2003.
Discusses customer support as a critical element in the success of a business.
450 words (approx. 1.8 pages), 3 sources, $ 15.95
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Abstract
Examines the evolution of customer relationship management (CRM) and measures that contemporary companies are taking to improve customer support and make it more cost-effective.
From the Paper
"Customer support is critical for the success of any business. According to Computing Canada, on average companies "lose half of their customers every five years" (Brooks, 1998, p. 29). Traditionally customer service was seen as a cost ..."
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Employee and Customer Satisfaction, 2000.
An examination of the relationship between satisfied workers and customers in successful companies. Includes incentives and examples: Fidelity Bank, Kentucky Fried Chicken and Sears.
1,800 words (approx. 7.2 pages), 10 sources, $ 63.95
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From the Paper
"Employee satisfaction is too often ignored by employers beyond fulfilling the basic requirements for acquiring and retaining workers, and the real link that exists between employee job satisfaction and customer treatment, and so customer satisfaction, is not noted or developed. The literature shows that companies that do make this connection and work to achieve employee satisfaction are rewarded with better customer treatment and so better customer satisfaction and the consequent retention of those customers.
Sellers & McGowan (1993) note this with reference to banking, a business which they say follows management practices that mitigate against employee satisfaction in many respects. They recommend that to retain customers, a company should retain workers. Buyers deal primarily with regular employees rather than..."
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Customer-Driven Quality, 2004.
This paper examines customer-driven quality management to produce customer satisfaction.
675 words (approx. 2.7 pages), 4 sources, APA, $ 23.95
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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."
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