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1

Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria

100%

Baba B., Zabri S. M., Kaseri A.

Path of Science

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2018

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vol. 4

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issue 6

4001-4015

EN

Islamic banking is essential in today’s competitive banking markets. Research in Islamic banking worldwide is focussed mainly on how distinct is Islamic banking from the conventional banking. This research aims at investigating the factors responsible for the satisfaction of Islamic banking customers. The study seeks to identify the Islamic banking products’ quality features as they relate to customer satisfaction, to examine the level of customer satisfaction on Islamic banking products’ in Nigeria. Three research questions and four hypotheses are formulated to guide the study. The methodology employed was a quantitative approach using a questionnaire as a tool for the collection of data. The respondents for this study are customers of Ja’iz bank Nigeria plc, the major Islamic bank in Nigeria. A convenient sampling technique was adopted to select the sample from the population (customers) of the Ja’iz bank plc. in Northern Nigeria. Hence self-administered questionnaire was chosen to gather the data. The data analysis was done using Statistical Package for Social Sciences (SPSS) version 23.0 and PLS-SEM 3. The results show that perceived quality of the products significantly influences customers satisfaction. It also indicates that there is a higher correlation between the cost of using the products and the level of customer satisfaction, that is to say, customers are very cost conscious as they would like to use the products at a lower cost than the current obtainable one. The customers also showed a higher level of convenience in using the Islamic banking products, and compliance score indicated that the customers are satisfied that Islamic bank in Nigeria is Shari’ah compliant. This result serves as a signal to service providers in knowing what type of the products customers enjoyed using, and which of the products needed improvement so as to provide customers with what they want most, in order for the banks to keep the existing customers intact and lure more potential customers, and to the policymakers, regulators and other relevant stakeholders to play their respective roles toward sustaining Islamic banking industry in Nigeria.

2

Competitive Strategies and Improved Performance of Selected Nigeria Telecommunication Companies

100%

Akingbade W. A.

Journal of Entrepreneurship, Management and Innovation

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2014

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vol. 10

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issue 4

143-168

EN

The influence of globalization in telecommunication companies has greatly increased the level of competition in the industry and they are forced to be competitive to survive. Different types of strategies are put in place in order to be profitable and competitive. All these strategies are directed to attract, retain and maintain customers for continuous profitability. However, majority of them hardly measure the impact of their strategic innovation on their customers. The paper seeks to explore the influence of competitive strategies embarked upon by selected telecommunication companies in Nigeria on their performance. The paper also examines how competitive strategies could be implemented for improved customer satisfaction, retention and loyalty. Three null hypotheses were postulated to test the relationship between lower prices and customer satisfaction, uninterrupted trunk services and customer loyalty, and customer complaint handling and retention. Only customers using telephone service were selected as respondents from Lagos State. The state was stratified in to 20 local government council area and questionnaires were distributed to 125 respondents in each of them. The completion rate of the questionnaire in each of them is between 103 and 110. Survey research design was adopted to carry out the study. A structured questionnaire was designed and validated through the construct validity and tested for confirmation using the KMO measure of sampling adequacy. It was also made reliable using Cronbach’s Alpha test. From the study, findings revealed relationship between competitive strategies and customer satisfaction, retention and loyalty. The findings revealed that there is a relationship between competitive strategies, its constituents and performance of telecommunication companies. It is recommended that universal mobile telecommunication services (UMTS) operators should adopt the culture of competitive strategies since it can impact on their performance for achieving competitive advantage.

3

Service quality in online marketing: Customers centric analysis

100%

Durkasree P., Ramesh M.

Perspectives of Innovations, Economics and Business

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2011

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vol. 7

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issue 1

27-34

EN

In this ICT age, we witnessed a substantial growth of internet based services. One of the key challenges of the online as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction in online marketing from a customer perspective. The data were collected through a questionnaire with 127 online shoppers. Exploratory factor analysis was conducted to narrate the important service quality factors in online marketing. In this study, seven service quality dimensions were identified and these have a strong impact on customer satisfaction.

4

Linkage between online banking service quality and customers

100%

Baskar S., Ramesh M.

Perspectives of Innovations, Economics and Business

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2010

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vol. 6

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issue 3

45-51

EN

Banks have expanded the scope of competition to an e-environment with online banking. The commercial banks in India are introducing online banking to their customers in order to retain their customers from the competition given by foreign banks. Even though, these are so many empirical studies related online banking service quality and customers satisfaction. Hence, the present study has an attempt to fill up the research gap. The findings of the study reveals that the online customers service quality, online information system quality and banking service product quality are significantly and positively influencing the customer satisfaction.

5

The Benefits of Applying CRM Systems in Manufacturing Enterprises - Lessons from Practice

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Oreský M.

Studia Commercialia Bratislavensia

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2010

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vol. 3

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issue 10

300-305

EN

Article contribution is to present in compound form results of survey about CRM systems performance, with orientation to exploitation of CRM software solutions, their assets towards development of relationships with customers and impact on company economic results. We state, how perceive CRM concept personnel within several companies also reasons of CRM system implementation and what are expectations. Major part of article is valuation of CRM system and its performance in production companies.

6

An Investigation into the Relationship between Emotional Labor and Customer Satisfaction

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Mohammad Eneizan B., Ahmad abdelqader Alsakarneh A., A.AL-kharabsheh K., AL-Abrrow H., Alnoor A.

Central European Management Journal

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2019

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vol. 27(4)

23-47

EN

Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable. Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.

7

What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service

100%

Hastenteufel J., Kiszka S.

Managerial Economics

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2020

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vol. 21

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issue 1

7-47

EN

Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.

8

Evaluation of the Influence of a Chosen Element of Insurance Companies' Employees Behaviour of on Specific Aspects of Customer Relations Management

100%

Grzebieniak A.

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2013

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vol. 8

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issue 2

177-187

EN

Evaluation of the influence of a selected component of the insurance companies' employees' behaviour on the specific aspects of customer relations management was the objective of the paper. In the paper the hypothesis was assumed that appropriate development of customer relations depends to a large extent on the behaviours of employees defined mainly in the company management strategy in which strictly defined procedures in that area are indicated and appropriate technical, information, IT and organisation and management means are assured. The evaluation was made based on own surveys in which the questionnaire method was used. The mail or Internet questionnaire was the research tool. The questionnaires were distributed to 63 insurance companies possessing their registered offices in Poland during the years 2009-2011. In total, 57 completely and correctly completed questionnaires were returned.

9

Effect of service quality assessment on perception of TOP hotels in terms of sentiment polarity in the Visegrad group countries

100%

Stefko R., Fedorko R., Bacik R., Rigelsky M., Olearova M.

Oeconomia Copernicana

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2020

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vol. 11

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issue 4

721-742

EN

Research background: In the developed countries, the services sector, which also includes the accommodation services, is a significant source of the gross national product. Tourism can be perceived as an important determinant of countries' economies, so attention paid to the needs of clients is at least necessary and beneficial. Purpose of the article: The aim of the study is to assess the quality of services provided and the perception of the hotel from the point of view of the accommodated clients. This objective was fulfilled by determining the effect of selected indicators of perception of the quality of provided services (location, personnel evaluation, cleanliness, equipment, comfort, price/quality ratio of provided services, free Wi-Fi connection) on the indicator determining the perception of the hotel (polarity of sentiment). Methods: In the analysis of the above, 22,000 text-reviews of 117 five-star hotels of the Visegrad Group countries were evaluated. The hotel reviews were obtained from Tripadvisor.com and indicator rankings from Booking.com. The analysis made use of the regression analysis methods - influence (regulatory models - Ridge, Lasso, Elastic net, and multiple linear regression - OLS). Findings & Value added: It has been found out that hotel equipment and cleanliness have the greatest effect on the polarity of sentiment. As could be expected, the trend has an upward tendency - that is, as quality increases, so does the sentiment polarity - the perception of hotel facilities. Overall, the analysed sentiment variables can be considered positive, as was confirmed by the positive coefficients of the coherence analysis (Spearman-ρ; Pearson-r), as well as the upward trend in the predictions under the regression analysis. Hotels should be strategically customer-oriented and, as the analyses show, pay the greatest attention to equipment and cleanliness. The services of accommodation facilities are dominant in terms of satisfaction with the destination in general, so in the long run, they should be given due attention. These findings are particularly beneficial for hotel services provided in the Visegrad Group countries, as no research studies have yet been carried out on customer evaluation of the quality of accommodation facilities using the presented methods.

10

Wykorzystanie wielowymiarowych reguł asocjacyjnych do poszukiwania uwarunkowań satysfakcji klientów z usług jednostek samorządu terytorialnego

100%

Błoński K.

Nauki o Zarządzaniu

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2015

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issue 4 (25)

28-37

EN

The article aims at presenting the results of the application of multidimensional association rules to explore the potential determinants of satisfaction with services. The bases for the search are the results of a study on the importance of social engagement and attachment to the place of residence to the satisfaction of the services provided by LGUs. The article has a research nature and has been prepared on the basis of the results of the survey. The research procedure also benefited from the literature in sociology and data mining available in the form of books and articles. The results of the carried out analysis indicate that between social engagement and satisfaction with services provided by LGUs and attachment to the place of residence and satisfaction with the services there are links and they can be pointed to as determinants of customer satisfaction. One should not assume that the two mentioned relationships relate to the entire studied population, but to the selected groups.

11

Masking problem in identification of service quality determinants with an application of the cart model – an example of the public services quality research in Poland

100%

Jefmański B., Łapczyński M.

Econometrics. Ekonometria. Advances in Applied Data Analytics

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2013

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issue 3(41)

24-31

EN

An important part of customer satisfaction surveys of the acquired service is to identify the key factors affecting its quality. Since customer satisfaction is a complex category thus its measurement and analysis require the use of multivariate statistical methods. One of them is the CART method (Classification and Regression Trees). Its use in the identification of the key determinants of the quality of services may, however, be associated with the emergence of the so-called variable masking problem, that was characterized in the article. Possible ways of solving it were exemplified in the customer satisfaction survey results of one of the Polish Municipal Offices.

12

Presentation and Assessment of Provisions of Strategic Documents in the Context of Possibilities of Achieving Key Objectives as Well as the Vision and Mission of the Social Insurance Institution

89%

Matuszewska A. H.

Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia

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2020

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vol. 54

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issue 2

EN

Traditional approach to management based on administration does not guarantee full achievement of its goals, nor is it satisfactory to service recipients. The focus on the widely understood stakeholders of the public domain is of the utmost value within the public sector. Thus, modern approach to management in public administration requires to abandon bureaucracy and improve the quality of services, customer satisfaction, and openness to new technologies. The article focuses on presenting and assessing the essence of changes in the Social Insurance Institution management which are supposed to ensure that the status of a modern public institution will be achieved. The process of transformations was conducive to developing a new model of management which is based on management by objectives, employs process-oriented management, and whose aim is to increase customer satisfaction.

13

Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”

88%

Paramonovs S., Ijevleva K.

Economics and Business

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2015

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vol. 27

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issue 1

46-52

EN

The aim of the paper is to determine complex factors influencing passengers’ satisfaction at RIGA International Airport (Latvia). Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers’ satisfaction at the Airport. The findings of the study show that the most important five factors affecting it are: (1) availability of telecommunications, (2) effective way finding signs, (3) cleanliness of restrooms, (4) courtesy of staff and (5) availability of staff. The results based on this study will help airport managers in the Baltic Sea region to better serve their passengers through introduction of modern technologies and improved attitudes.

14

Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia

88%

Ažman S., Gomišček B.

Organizacija

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2012

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vol. 45

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issue 2

75-86

EN

The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction.The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all.We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.

15

Management of Litigants’ Satisfaction in their Quality of Legal Services’ Customers Provided by the Courts

88%

Hulpuş I., Muscalu E., Faloba V.

Management of Sustainable Development

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2015

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vol. 7

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issue 1

51-56

EN

The quality of public services provided by the courts became one of the most important objectives in all developed countries. According to the current requirements, organizations must respond more promptly to the society’s needs and demands. The citizen / customer’s position and role became essential taking into consideration these changes and reforms, the quality of legal services depends on the user’s demands and expectations holding a strong subjective character. On the other hand, the quality does not apply solely to the final product, namely the court’s decision, but to all related activities carried out during the whole process, the way the citizens perceive all the adjacent activities. In this context Quality Management must identify appropriate methods and techniques to manage the customer’s approach in all its complexity, from the analysis of the importance of learning about their needs, their expectations, and factors influencing the perception to the measurement of the customer satisfaction and not least the management of it.

16

Measuring Customer Retention in the European Automotive Sector

88%

Sliż P., Delinska L.

Central European Management Journal

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2021

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vol. 29(3)

63-85

EN

Purpose: The main purpose of the work is to present the results of the customer retention level in the automotive sector based on the proposed measurement indicators: “serviced and sold” (SESO) and “sold and serviced” (SOSE). Design/methodology/approach: The study investigates the dealership of passenger cars belonging to one of the European automotive concerns. The following research methods were used in the article: systematic literature review, participant observation, and data mining. Findings: As a result of the implementation of empirical proceedings, we proposed a theoretical model in terms of data flow in sales and aftersales service processes, thus enabling the design of SOSE and SESO retention indicators and their empirical verification in the examined organization. Research limitations/implications: The presented indicators can be widely used in the analysis of retention of aftersales service clients. However, the presented research results cannot be applied to other organizations that provide similar results due to the non-probabilistically selected company. Practical implications: The proposed indicators can be used by other organizations in different industries in assessing the level of retention in manufacturer-user and seller-user relations. Originality/value: The study provides tools that allow for retention analysis from both the customer and product viewpoint. The concept has a universal value for enterprises that conduct sales and aftersales services under one structure.

17

Funkcjonowanie systemów zarządzania jakością w polskich przedsiębiorstwach i ich wpływ na modernizację produktową

88%

Kafel P., Sikora T.

Zeszyty Naukowe Uniwersytetu Ekonomicznego w Krakowie

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2011

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issue 859

161-173

EN

The paper discusses the influence a quality management system has on an organisation’s modernisation. The essence of quality management contained in ISO series 9000 norms is described along with eight rules of management that can be used by organisations to modernise. The basic tools of quality management in organisations that use QMS are also discussed.

18

The assessment of business customers’ satisfaction in the B2B market on the example of a metallurgical company

88%

Pachołek B., Sady S., Woźniak W.

Journal of Management and Financial Sciences

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2023

|

issue 47

21-33

EN

The guarantee of a company’s success in the business to business (B2B) market is the acquisition of customers satisfied with the purchased products or services and loyal to the company. The metallurgical industry is a specialised sector with a narrow group of buyers. In order to ensure mutual relations in the B2B market, numerous activities are carried out to strengthen the ties between business partners. One of such activities is the assessment of customer satisfaction, which gives the company an opportunity to learn about the needs, preferences, and expectations of its customers. The aim of the study was to assess the satisfaction of business customers with the cooperation with a chosen company in the metallurgical industry, a world leader among solutions in the metal heat treatment sector. The CAWI (Computer-Assisted Web Interview) technique was used to achieve the aim of the work, in which proprietary research instruments were used. To assess the loyalty of the company’s business partners, the Net Promoter Score (NPS) was used. The study was carried out at the turn of 2021/2022 in two stages of cooperation between the company and its business partners. The first verification was carried out after signing the final protocol and the second after the end of the warranty period. The study was global. 104 companies from various industries and operating on international markets participated in the survey. The results of the conducted research showed a high rating of customer satisfaction with the cooperation with the company. This is evidenced by both the high values obtained of the NPS index (51.7% for tests made after the device was launched, 55.6% for tests carried out after its warranty period), and high ratings of customer satisfaction with the products and services offered by the company. The results of the study also allowed the authors to identify areas of the company’s activity for further improvement.

19

Customer Perceived Value Towards Convenience Stores in Malaysia: The Influence on Customer Satisfaction,Loyalty and Retention

88%

Animashaun A., Tunkarimu T. I., Dastane O.

Journal of Marketing and Consumer Behaviour in Emerging Markets

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2016

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issue 2(4)

4-27

EN

Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension infl uences customer satisfaction and as a result leads to customer loyalty and retention for convenience stores in Malaysia. Independent variables such as functional, conditional, social, emotional and economic values were taken into account; the number of 200 customers were sampled, using a blend of explanatory and descriptive research design and a quantitative research method. The reliability was measured ranging from (α =.560-.966) using Cronbach’s alpha. The application of descriptive statistics and correlation analysis was intended to explain the relationship between the independent and dependent variables of the research, whereas the inferential statistics and linear regression were used to test the hypotheses; with a signifi cance level p ≤ 0/05 whereby the fi ndings of the research showed that economic value has a high infl uence on customer satisfaction as well as loyalty and retention. However, based on the fi ndings customers are highly infl uenced by the economic value they get from a convenience store. Among the realistic contributions are positioning value pricing, formulating a strategy that encourages convenience value, connects to customers’ emotions during shopping and also creates a diverse approach that sets a convenience store apart from another. However, there is a need for future studies to extend the model of this research by adding other perceptions such as demographic features of the consumers.

20

Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison

88%

Tektas O. O., Eryigit C., Ekmekci O. T.

Journal of Marketing and Consumer Behaviour in Emerging Markets

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2017

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issue 2(6)

4-24

EN

The purpose of this study is to test whether the influence of satisfaction and reputation on repurchase intention varies among analytic and holistic thinkers. We employed an individual level approach to measure cross-cultural differences regarding thinking style and other variables. We made a cross-cultural comparison via analyzing the effects of satisfaction and firm reputation on repurchase intention, using data from the USA and Turkey that reflect analytic and holistic thinking cultures, respectively. Also, we conducted intra-cultural analyses in which the USA data and Turkish data were analyzed separately. Findings from these analyses revealed that holistic and analytic thinking styles create differences at the individual level (intra-cultural) but not at the cultural level (cross-cultural). In the Turkish sample, the impact of reputation on repurchase intention is found to be stronger than that of satisfaction for holistic thinkers.

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Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria

Competitive Strategies and Improved Performance of Selected Nigeria Telecommunication Companies