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1

Role of tour guides on tourist satisfaction level in guided tours and impact on re-visiting Intention: a research in Istanbul

100%
Çetı̇nkaya M. Y., Öter Z.
European Journal of Tourism, Hospitality and Recreation
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2016
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vol. 7
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issue 1
40-54
EN
Traveller’s wishes, needs and expectations keep changing constantly as destinations vie with each other to increase their share from the international tourism pie. Destinations need to offer qualified service and renew themselves continuously. In this context, tour guides as key representatives of destinations play a significant role on tourist satisfaction and re-visit intention. This research aims to ascertain the role played by tour guides on the satisfaction level of tourists participating in guided tours in Istanbul. Another aim of this research is to determine the impact level of tour guides on the possible re-visit intention of tourists to the same destination. Based on 530 completed surveys from international tourists, the findings revealed a significant relationship between tourist satisfaction, re-visiting intention and tour guiding service. Following the evaluation of the findings, recommendations were developed for the tourism industry.
2
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Lojalność klientów w ubezpieczeniach komunikacyjnych w świetle danych UFG

86%
Gala K.
Studia Ekonomiczne
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2016
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vol. 301
43-61
PL
Artykuł jest poświęcony zagadnieniu statystycznego modelowania lojalności klientów w ubezpieczeniach komunikacyjnych. Głównym celem pracy jest identyfikacja czynników, które wpływają na decyzję klienta o kontynuowaniu umowy ubezpieczenia w tym samym zakładzie ubezpieczeń lub o zmianie ubezpieczyciela. Analizą zostały objęte umowy obowiązkowego ubezpieczenia odpowiedzialności cywilnej posiadaczy pojazdów mechanicznych (OC p.p.m.), a źródłem informacji o umowach ubezpieczenia i klientach była ogólnopolska baza danych Ośrodka Informacji Ubezpieczeniowego Funduszu Gwarancyjnego. W pracy zostały przedstawione wybrane trendy dotyczące lojalności klientów widoczne w danych UFG, a także wnioski płynące z modelowania badanego zjawiska za pomocą regresji logistycznej. Zostało również omówione to, w jaki sposób informacja dotycząca lojalności klienta może zostać wykorzystana do modelowania liczby szkód z tytułu zawartej umowy ubezpieczenia OC p.p.m.
EN
This paper addresses the issue of statistical modeling of customer loyalty in motor third party liability (MTPL) insurance. The paper presents the results of the research study conducted on the basis of the data from the Polish Insurance Guarantee Fund. The main aim of the study was to identify key factors influencing the customer’s decision on switching to another MTPL insurer. Furthermore, paper discusses market trends visible in the data. Finally, the paper describes how customer loyalty may be beneficial to the insurer and in what way it affects the expected number of claims. The goals of the study were achieved with the use of generalized linear models (GLM) and analysis of correlation.
3

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

86%
Sandada M., Matibiri B.
South East European Journal of Economics and Business
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2016
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vol. 11
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issue 1
41-53
EN
This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.
4
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Metody analizy przeżycia w ocenie ryzyka utraty klienta na rynku usług bankowych

86%
Skikiewicz P.
Studia Ekonomiczne
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2014
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vol. 195
165-173
EN
The aim of this research article is to assess the usefulness of survival analysis methods with respect to the response of individual clients to increase in the fees charged by bank for account maintenance. The analysis was carried out with the use of survival tables, Kaplan-Meier method and Cox proportional hazards model. These methods allowed in particular to assess the proportion of bank customers that accept further increases in account fees and to estimate the risk of losing customers when crossing subsequent thresholds of charges. It was found that between groups of customers declaring different levels of loyalty the survival functions there is a statistically significant difference. The estimated Cox proportional hazards models allowed to quantify and compare the risk of losing clients with different levels of loyalty as a result of increase in fees charged by the bank.
5
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Satysfakcja i zaufanie jako mediatory pomiędzy oceną cech serwisów www a lojalnością

72%
Dąbrowski D.
Studia Ekonomiczne
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2014
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vol. 195
21-32
EN
This paper presents an empirical research and its purpose is to find the mediation effects when satisfaction and trust are placed as mediators between the website attributes and loyalty. To analyze these effects the PLS-SEM method was used, which allowed to find four indirect effects, three simple and one serial.
6
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Praktyki zarządzania relacjami z kluczowymi klientami w działalności deweloperskiej nieruchomości handlowych

72%
Siemieniako D.
Studia Ekonomiczne
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2016
|
vol. 262
68-79
PL
Celem artykułu jest eksploracja wykorzystania koncepcji zarządzania relacjami z kluczowymi klientami (KAM) oraz identyfikacja najważniejszych praktyk KAM stosowanych przez dwa badane przedsiębiorstwa deweloperskie realizujące projekty dużych centrów handlowych. Według schematu praktyk KAM zaproponowanych przez Daviesa i Ryalsa [2014] poddano eksploracji wykorzystywanie tych praktyk w dwóch studiach przypadku. Badani deweloperzy spełniali istotne warunki efektywnego prowadzenia KAM, stąd m.in. uzyskanie przez nich pozytywnych wyników w KAM, a zwłaszcza takich jak: poprawa relacji, większa satysfakcja klientów, zredukowanie kosztów obsługi, polecanie dewelopera przez kluczowych klientów innym najemcom.
EN
The goal of the paper is the exploration of implementation of Key Account Management (KAM) concept and identification of the most important practices of KAM used by two developers companies under research, which were executed the projects of big shopping centres. It was used the schema of KAM practices proposed by Davies i Ryals [2014] in exploration the KAM practices implemented in two case study research. The results showed, that both developers under research fulfilled the conditions of effective KAM. These caused receiving the positive results in KAM, such us: relationship improvement, greater customer satisfaction, reduced costs to serve, increased advocacy of key accounts.
7
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Customer-centricity Evolution as a Foundation of Bank's Competitive Strategy

72%
Klimontowicz M.
Journal of Economics and Management
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2014
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vol. 16
45-59
EN
During the last few decades the Polish banking market has changed remarkably. Despite the global tendencies as internationalization, globalization and technological progress there are some new tendencies which have already been observed but they probably will strengthen in the nearest future. Among them the most important are: the increase in use and access to banking services, the increase of sector concentration, the profit margin decrease and new market players. All that factors influence the Polish banking market directly and should be taken into account in the process of gaining competitive advantage. The article presents how competitive landscape can influence bank's further market activity, factors which are crucial for maintaining customers satisfaction and loyalty and identifies what should be done to retain and expand bank's customer base in this challenging and increasingly sophisticated market(original abstract)
8
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What makes customers willing to recommend a retailer - the study on roots of positive Net Promoter Score index

72%
Korneta P.
Central European Review of Economics & Finance
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2014
|
issue Vol. 5, No 2
61-74
EN
Net Promoter Score index (NPS index) is examined from customers perspective. The statistical analysis of NPS index obtained for different retailers by customers survey is presented. The correlation coefficients between NPS index and a set of criteria are given and the key drivers of NPS index are determined. It is shown that the most important factor in the creation of positive NPS index is the trust, while perception of the low price is less influential. The direction in which retailers should move with their communication and in-store activities is suggested.(original abstract)
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