Sj ab is used as a case study to investigate the research question and the factors, which affect customer satisfaction. The author has come to know that the customer plays a crucial role in customer. A drop in student retention without a compensating enrolment increase affects various customers of higher education universities or institutions. Customer satisfaction is equivalent to making sure that product and service performance. Jessica eriksson student umea school of business spring semester 2011 masters thesis, twoyears, 30hp. It was found that service quality is positively related to student satisfaction and that some of the most important aspects. Besides, satisfaction is an indicator of how customers perceive the quality of an offered product or service. Sj ab is used as a case study to investigate the research. Considering that satisfactory experiences are the most important driver of customer loyalty, customer retention gustaffsson et al. The evolution and future of national customer satisfaction index models1 by michael d.
Mar 20, 2009 the purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Customer satisfaction in the higher education industry. This master thesis represents the final accomplishment in order to graduate with a mas. A crosssectional study design was conducted on students of the university selected using stratified random sampling technique.
Pdf a study examining the students satisfaction in. In my thesis i will contribute to the main knowledge about students. Understanding customer satisfaction is a central objective of organiza. To study the level of customer satisfaction towards bajaj a project report submitted to the. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. Students satisfaction can be defined as a shortterm attitude resulting from an evaluation of students educational experience, services and facilities. New research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos. The author has come to know that the customer plays a crucial role in customer satisfaction and customer loyalty and is he root of the success. This thesis has gone into depth to understand the corelation between customer satisfaction and customer loyalty. About 118 students were interviewed through a survey that was based on higher education service quality model hedperf.
First, this research draws on existing research on the factors influencing customer satisfaction. The relationship between customer satisfaction and service. Customer satisfaction and service quality are one of the basic opportunities which help to. Customer satisfaction and consumer loyalty 1 a research proposal. Service quality, servqual, student satisfaction, private external higher education. Customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction. Abstract of a thesis sublnitted in partial fulfilhnent of the requirement.
The organization is dependent on the customer and not the other way. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan. Student satisfaction in a higher education context diva portal. The conception of customer satisfaction on services. Relating to the literature, the customer satisfaction of international students has become increasingly important for higher educational institutions in. The study established the existence of a significant difference in the dimensions of service quality that influence customer. Its impact on customer satisfaction and behavioral intentions. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. When examining customer satisfaction, the authors aimed their research at the current state of customer satisfaction as well as alhawari and ward alhawari, ward, 2006. Customer satisfaction is the perception of the customer that the outcome of a business. The factors that influence customer satisfaction and customer loyalty are explored. Customer satisfaction survey, result analysis and utilization in a global forestry company bachelors thesis 77 pages, appendices 21 pages november 2016 customer satisfaction effects companies longevity, profitability and brand by the repeat buying behavior and good word of mouth due to loyalty. An empirical analysis by tzuhui kao new zealands tertiary education sector has experienced political refolid, social changes.
A qualitative approach was used to answer the research question. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. Sep 15, 2016 customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction. An empirical research on customer satisfaction study. The relationship between customer satisfaction and service quality. A thesis submitted to the institute of distance learning, kwame nkrumah. Customer satisfaction is a goal of each organization bagdoniene and hopeniene, 2005. Pdf students satisfaction in higher education literature. More specifically, the focus is on examining the grouped impact of the factors. Around the world generally successful companies main priority is to meet any need which are customers demand regarding their satisfaction points.
Company x, 39 pages, 1 appendix saimaa university of applied sciences. Customer service is important in a business because it can influence. Kotler 2003 also defines customer satisfaction as a persons feelings of contempt resulting from comparing a products perceived performance or outcome in relation. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. The influence of service quality and corporate image on customer satisfaction among university students in kenya edward otieno owino a thesis submitted in fulfillment. Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. I know that it is a time consuming job to write dissertations.
I had customer satisfaction in restaurants thesis no time to. Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers. This studys main aim is to investigate the factors which affect students satisfaction or. Keywords customer satisfaction, service quality, positive news, student satisfaction, higher. Other reasons for making the survey are also very important. Abstract students satisfaction can be defined as a shortterm attitude resulting from an evaluation of students educational experience, services and facilities. The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Analyzing the relationship between customer satisfaction and. Investigation of customer satisfaction in student food. Masters thesis, the graduate school of kumho university, gyeongbuk. Considering that satisfactory experiences are the most important driver of customer loyalty, customer retention. It is discovered from literature and previous research on relevant theories for this research. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both. Impact of customer satisfaction on customer retention.
Abstract of a thesis sublnitted in partial fulfilhnent of the requirement for the degree of m. A study of the factors influencing customer satisfaction and. Interrelations between customer buying decision and customer service. Why customer satisfaction customer is the boss of the market. Pdf education service quality, value and satisfaction on student. Student satisfaction in a higher education context diva. About 118 students were interviewed through a survey that was based on higher education.
Around the world generally successful companies main priority is to meet any need which are customers demand. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. Customer satisfaction pdf thesis writing i help to study. We are kabu khadka and soniya maharjan, student of central. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms. The combined effect objectives the purpose of this study is to expand. Measuring customer satisfaction towards cafeteria services in. Exploring customer satisfaction with university cafeteria. Customer satisfaction pdf thesis proposal its remains noted that feelings can be found within the prepurchase, purchase and publishpurchase phase of interactions.
Relating to the literature, the customer satisfaction of international students has become. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. This paper examined the impact of customer satisfaction on customer retention. The effect of electronic payment on customer satisfaction. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan business school, ann arbor, michigan 481091234, usa b university of karlstad, service research center, 651 88 karlstad, sweden c nowegian school of management bi, p. The researchers were prompted to conduct a study on the level of customer satisfaction on the quality. Three essays on the customer satisfactioncustomer loyalty. Customer satisfaction on the quality services of one. Customer satisfaction pdf thesis proposal i help to study. It absolutely was already observed that customer loyalty could be a approach to calculating customer care for.
An abstract of a thesis submitted in partial fulfillment. This model of customer satisfaction predicts tha the degree of customer satisfaction is dependent on the degree of fulfilment, but is different types of customer expectations. The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Thesis customer loyalty thesis customer loyalty abstract the. The objective was to determine the level of users satisfaction with library information resources and services. This study investigated users satisfaction with library information resources and services at the college of health sciences chs library niger delta university, nigeria. The dimension of assurance had the highest mean of 3. Customer satisfaction is an abstract concept that basically measures the degree to which the products or services of a business meet consumers expectations.
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