Referensi Penelitian Customer Satisfaction

1
Customer satisfaction
Type: Literature review
Author(s): Rade B. Vukmir
Source: International Journal of Health Care Quality Assurance Volume: 19 Issue: 1 2006

2
Customer satisfaction, earnings and firm value
Type: Research paper
Author(s): Don O’Sullivan, John McCallig
Source: European Journal of Marketing Volume: 46 Issue: 6 2012

3
Effects of reengineering on the employee satisfaction-customer satisfaction relationship
Type: Research paper
Author(s): Ronald J. Burke, Jim Graham, Frank Smith
Source: The TQM Magazine Volume: 17 Issue: 4 2005

4
A cross-industry comparison of customer satisfaction
Type: Research paper
Author(s): G. Ronald Gilbert, Cleopatra Veloutsou
Source: Journal of Services Marketing Volume: 20 Issue: 5 2006

5
A novel and accurate guide to customer satisfaction
Type: Viewpoint
Author(s): S.A. Thornton
Source: Performance Measurement and Metrics Volume: 6 Issue: 1 2005

6
Evaluation of customer satisfaction for PSS design
Type: Research paper
Author(s): Koji Kimita, Yoshiki Shimomura, Tamio Arai
Source: Journal of Manufacturing Technology Management Volume: 20 Issue: 5 2009

7
Predictors of customer satisfaction: testing the classical paradigms
Type: Research paper
Author(s): Uwe Peter Kanning, Nina Bergmann
Source: Managing Service Quality Volume: 19 Issue: 4 2009

8
Revisiting the smiling service worker and customer satisfaction
Type: Research paper
Author(s): Magnus Söderlund, Sara Rosengren
Source: International Journal of Service Industry Management Volume: 19 Issue: 5 2008

9
The relationship between employee satisfaction and customer satisfaction
Type: Research paper
Author(s): Hoseong Jeon, Beomjoon Choi
Source: Journal of Services Marketing Volume: 26 Issue: 5 2012

10
Customer satisfaction in a retail setting: The contribution of emotion
Type: Research paper
Author(s): David J. Burns, Lewis Neisner
Source: International Journal of Retail & Distribution Management Volume: 34 Issue: 1 2006

11
Modelling structure of customer satisfaction with construction
Type: Research paper
Author(s): Sami Kärnä, Juha-Matti Junnonen, Veli-Matti Sorvala
Source: Journal of Facilities Management Volume: 7 Issue: 2 2009

12
A study of customer satisfaction in the context of a public private partnership
Type: Research paper
Author(s): Dima Jamali
Source: International Journal of Quality & Reliability Management Volume: 24 Issue: 4 2007

13
Implementing total quality management with a focus on enhancing customer satisfaction
Type: Research paper
Author(s): Satish Mehra, Sampath Ranganathan
Source: International Journal of Quality & Reliability Management Volume: 25 Issue: 9 2008

14
Identification and analysis of moderator variables: Investigating the customer satisfaction-loyalty link
Type: Research paper
Author(s): Gianfranco Walsh, Heiner Evanschitzky, Maren Wunderlich
Source: European Journal of Marketing Volume: 42 Issue: 9/10 2008

15
Achieving customer satisfaction in services firms via branding capability and customer empowerment
Type: Research paper
Author(s): Aron O’Cass, Liem Viet Ngo
Source: Journal of Services Marketing Volume: 25 Issue: 7 2011

16
Retaining customer satisfaction in turbulent times
Type: Conceptual paper
Author(s): Eugene H. Fram, Michael S. McCarthy
Source: International Journal of Bank Marketing Volume: 29 Issue: 7 2011

17
Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence
Type: Research paper
Author(s): Mark S. Johnson, Eugene Sivadas, Ellen Garbarino
Source: Journal of Services Marketing Volume: 22 Issue: 5 2008

18
Customer satisfaction and retention: the experiences of individual employees
Type: Case study
Author(s): Ove C. Hansemark, Marie Albinsson
Source: Managing Service Quality Volume: 14 Issue: 1 2004

19
Customer satisfaction and loyalty in a digital environment: an empirical test
Type: Research paper
Author(s): Jean Donio’, Paola Massari, Giuseppina Passiante
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

20
Relational benefits and customer satisfaction in retail banking
Type: Research paper
Author(s): Arturo Molina, David Martín-Consuegra, Águeda Esteban
Source: International Journal of Bank Marketing Volume: 25 Issue: 4 2007

21
Does customer satisfaction lead to profitability?: The mediating role of share-of-wallet
Type: Research paper
Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, Demitry Estrin
Source: Managing Service Quality Volume: 15 Issue: 2 2005

22
The impact of other-customer failure on service satisfaction
Type: Research paper
Author(s): Wen-Hsien Huang
Source: International Journal of Service Industry Management Volume: 19 Issue: 4 2008

23
E-retailing by banks: e-service quality and its importance to customer satisfaction
Type: Research paper
Author(s): Carmel Herington, Scott Weaven
Source: European Journal of Marketing Volume: 43 Issue: 9/10 2009

24
Analysis of a customer satisfaction survey using Rough Sets theory: A manufacturing case in Taiwan
Type: Case study
Author(s): Wei-Shing Chen
Source: Asia Pacific Journal of Marketing and Logistics Volume: 21 Issue: 1 2009

25
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
Type: Research paper
Author(s): Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay Weiner
Source: Managing Service Quality Volume: 17 Issue: 4 2007

26
Customer satisfaction factors of mobile commerce in Korea
Type: Research paper
Author(s): Jeewon Choi, Hyeonjoo Seol, Sungjoo Lee, Hyunmyung Cho, Yongtae Park
Source: Internet Research Volume: 18 Issue: 3 2008

27
An empirical test of the drivers of overall customer satisfaction: evidence from multivariate Granger causality
Type: Research paper
Author(s): Vincent Omachonu, William C. Johnson, Godwin Onyeaso
Source: Journal of Services Marketing Volume: 22 Issue: 6 2008

28
An empirical study of online shopping customer satisfaction in China: a holistic perspective
Type: Research paper
Author(s): Xia Liu, Mengqiao He, Fang Gao, Peihong Xie
Source: International Journal of Retail & Distribution Management Volume: 36 Issue: 11 2008

29
Customer satisfaction and business performance: a firm-level analysis
Type: Research paper
Author(s): Paul Williams, Earl Naumann
Source: Journal of Services Marketing Volume: 25 Issue: 1 2011

30
Vision effects in customer and staff satisfaction: an empirical investigation
Type: Research paper
Author(s): Sooksan Kantabutra, Gayle C. Avery
Source: Leadership & Organization Development Journal Volume: 28 Issue: 3 2007

31
Does satisfaction matter more if a multichannel customer is also a multicompany customer?
Type: Research paper
Author(s): Bart Larivière, Lerzan Aksoy, Bruce Cooil, Timothy L. Keiningham
Source: Journal of Service Management Volume: 22 Issue: 1 2011

32
Classifying and clustering construction projects by customer satisfaction
Type: Research paper
Author(s): Sami Kärnä, Veli-Matti Sorvala, Juha-Matti Junnonen
Source: Facilities Volume: 27 Issue: 9/10 2009

33
An exploratory study of employee turnover indicators as predictors of customer satisfaction
Type: Research paper
Author(s): Robert F. Hurley, Hooman Estelami
Source: Journal of Services Marketing Volume: 21 Issue: 3 2007

34
How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany
Type: Research paper
Author(s): Gianfranco Walsh, Keith Dinnie, Klaus-Peter Wiedmann
Source: Journal of Services Marketing Volume: 20 Issue: 6 2006

35
Siemens A&D customer support increases customer satisfaction through effective training and coaching
Type: Case study
Author(s): Steve White
Source: Industrial and Commercial Training Volume: 40 Issue: 1 2008

36
Alternative perspectives on service quality and customer satisfaction: the role of BPM
Type: Research paper
Author(s): V. Kumar, P.A. Smart, H. Maddern, R.S. Maull
Source: International Journal of Service Industry Management Volume: 19 Issue: 2 2008

37
Introducing employee social identification to customer satisfaction research: A hotel industry study
Type: Research paper
Author(s): David Solnet
Source: Managing Service Quality Volume: 16 Issue: 6 2006

38
Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
Type: Research paper
Author(s): Zoe S. Dimitriades
Source: Management Research News Volume: 29 Issue: 12 2006

39
Customer satisfaction with waits in multi-stage services
Type: Research paper
Author(s): Rhonda L. Hensley, Joanne Sulek
Source: Managing Service Quality Volume: 17 Issue: 2 2007

40
The role of the sales employee in securing customer satisfaction
Type: Research paper
Author(s): Heiner Evanschitzky, Arun Sharma, Catja Prykop
Source: European Journal of Marketing Volume: 46 Issue: 3/4 2012

41
A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales
Type: Research paper
Author(s): Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil, Kenneth Peterson, Terry G. Vavra
Source: Managing Service Quality Volume: 16 Issue: 5 2006

42
Customer satisfaction and loyalty: start with the product, culminate with the brand
Type: Research paper
Author(s): Eduardo Torres-Moraga, Arturo Z. Vásquez-Parraga, Jorge Zamora-González
Source: Journal of Consumer Marketing Volume: 25 Issue: 5 2008

43
Understanding customer level profitability implications of satisfaction programs
Type: Research paper
Author(s): Rakesh Niraj, George Foster, Mahendra R. Gupta, Chakravarthi Narasimhan
Source: Journal of Business & Industrial Marketing Volume: 23 Issue: 7 2008

44
Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction
Type: Research paper
Author(s): Thorsten Gruber, Alexander Reppel, Isabelle Szmigin, Roediger Voss
Source: Qualitative Market Research: An International Journal Volume: 11 Issue: 4 2008

45
Does relationship marketing improve customer relationship satisfaction and loyalty?
Type: Research paper
Author(s): Andreas Leverin, Veronica Liljander
Source: International Journal of Bank Marketing Volume: 24 Issue: 4 2006

46
Customer satisfaction at the Faculty of Philosophy Library in Osijek, Croatia
Type: Research paper
Author(s): Kornelija Petr Balog, Bernardica Plašcak
Source: Performance Measurement and Metrics Volume: 13 Issue: 2 2012

47
Proposed verification method for the content suitability of the customer satisfaction survey
Type: Case study
Author(s): Josu Takala, Amnat Bhufhai, Kongkiti Phusavat
Source: Industrial Management & Data Systems Volume: 106 Issue: 6 2006

48
Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction
Type: Research paper
Author(s): Nelson Oly Ndubisi, Chan Kok Wah
Source: International Journal of Bank Marketing Volume: 23 Issue: 7 2005

49
Corporate social responsibility and bank customer satisfaction: A research agenda
Type: Conceptual paper
Author(s): Lynette M. McDonald, Sharyn Rundle-Thiele
Source: International Journal of Bank Marketing Volume: 26 Issue: 3 2008

50
Satisfaction and trust on customer loyalty: a PLS approach
Type: Research paper
Author(s): Bee Wah Yap, T. Ramayah, Wan Nushazelin Wan Shahidan
Source: Business Strategy Series Volume: 13 Issue: 4 2012

Wah Yap, T. Ramayah, Wan Nushazelin Wan Shahidan. 2012. Satisfaction and trust on customer loyalty: a PLS approach. Business Strategy Series Volume: 13 Issue: 4 2012

51
The impact of financial services quality and fairness on customer satisfaction
Type: Research paper
Author(s): Houn-Gee Chen, Julie Yu-Chih Liu, Tsong Shin Sheu, Ming-Hsien Yang
Source: Managing Service Quality Volume: 22 Issue: 4 2012
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52
Customer satisfaction in the first and second moments of truth
Type: Research paper
Author(s): Martin Löfgren, Lars Witell, Anders Gustafsson
Source: Journal of Product & Brand Management Volume: 17 Issue: 7 2008

53
Customer satisfaction and service quality in UK financial services
Type: Research paper
Author(s): Harry Maddern, Roger Maull, Andi Smart, Paul Baker
Source: International Journal of Operations & Production Management Volume: 27 Issue: 9 2007

54
Customer satisfaction and loyalty in the eyes of new and repeat customers: Evidence from the transport sector
Type: Research paper
Author(s): Angelos Pantouvakis, Konstantinos Lymperopoulos
Source: Managing Service Quality Volume: 18 Issue: 6 2008

55
The impact of service provider emotional intelligence on customer satisfaction
Type: Research paper
Author(s): Sally Kernbach, Nicola S. Schutte
Source: Journal of Services Marketing Volume: 19 Issue: 7 2005

56
Are TQM practices supporting customer satisfaction and service quality?
Type: Research paper
Author(s): Keng-Boon Ooi, Binshan Lin, Boon-In Tan, Alain Yee-Loong Chong
Source: Journal of Services Marketing Volume: 25 Issue: 6 2011

57
Ethnicity and customer satisfaction in the financial services sector
Type: Research paper
Author(s): Jose Lopez, Laura Kozloski Hart, Alison Rampersad
Source: Managing Service Quality Volume: 17 Issue: 3 2007

58
National standards of customer satisfaction in facilities management
Type: Research paper
Author(s): Matthew Tucker, Michael Pitt
Source: Facilities Volume: 27 Issue: 13/14 2009

59
An empirical test of a proposed customer satisfaction model in e-services
Type: Research paper
Author(s): Hong-Youl Ha, Swinder Janda
Source: Journal of Services Marketing Volume: 22 Issue: 5 2008

60
Perception and attribution of employees’ effort and abilities: The impact on customer encounter satisfaction
Type: Research paper
Author(s): Nina Specht, Sina Fichtel, Anton Meyer
Source: International Journal of Service Industry Management Volume: 18 Issue: 5 2007

61
National customer satisfaction indices: an implementation in the Turkish mobile telephone market
Type: Research paper
Author(s): Serkan Aydin, Gökhan Özer
Source: Marketing Intelligence & Planning Volume: 23 Issue: 5 2005

62
The relationship of service provider power motivation, empowerment and burnout to customer satisfaction
Type: Research paper
Author(s): Dana Yagil
Source: International Journal of Service Industry Management Volume: 17 Issue: 3 2006

63
Linking the hierarchical service quality model to customer satisfaction and loyalty
Type: Research paper
Author(s): Birgit Leisen Pollack
Source: Journal of Services Marketing Volume: 23 Issue: 1 2009

64
Improving innovation and customer satisfaction through systems integration
Type: Research paper
Author(s): Alexandra Simon, Luc Honore Petnji Yaya
Source: Industrial Management & Data Systems Volume: 112 Issue: 7 2012

65
Development of a customer satisfaction index model: An application to the Turkish mobile phone sector
Type: Research paper
Author(s): Ali Türkyilmaz, Coskun Özkan
Source: Industrial Management & Data Systems Volume: 107 Issue: 5 2007

66
Service climate, employee commitment and customer satisfaction: Evidence from the hospitality industry in China
Type: Research paper
Author(s): Yuanqiong He, Wenli Li, Kin Keung Lai
Source: International Journal of Contemporary Hospitality Management Volume: 23 Issue: 5 2011

67
Cultural influences on service quality and customer satisfaction: evidence from Greek insurance
Type: Research paper
Author(s): Evangelos Tsoukatos, Graham K. Rand
Source: Managing Service Quality Volume: 17 Issue: 4 2007

68
Customer satisfaction and service quality measurement in Indian call centres
Type: Research paper
Author(s): Anand Kumar Jaiswal
Source: Managing Service Quality Volume: 18 Issue: 4 2008

69
Using a multiple-attribute approach for measuring customer satisfaction with retail banking services in Kuwait
Type: Research paper
Author(s): Abdulkarim S. Al-Eisa, Abdulla M. Alhemoud
Source: International Journal of Bank Marketing Volume: 27 Issue: 4 2009

70
Modeling customer satisfaction and loyalty: survey data versus data mining
Type: Research paper
Author(s): Chris Baumann, Greg Elliott, Suzan Burton
Source: Journal of Services Marketing Volume: 26 Issue: 3 2012

None found.
Referensi Penelitian Customer Satisfaction

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