Behavioral Indicators of Customer Satisfaction with Vendor-Provided Information Services

Behavioral dimensions of customer satisfaction with Vendor-Provided Information Services (VPIS) were investigated and three categories of satisfaction-related behaviors were identified: (1) discretionary collaborative behaviors, (2) switching behaviors, and (3) contending behaviors. Of these three classes, discretionary collaborative behaviors appear to have the strongest relationship with satisfaction. Negative behaviors, such as switching and contending, appear to have more complex determinants and thus, in tenns of their usefulness as indicators of satisfaction, more error variance. Of the behaviors identified as being most strongly related to satisfaction,none had system usage or system exploration as their primary focus. Behaviors that are most strongly related to satisfaction appear to be non-system oriented, and instead deal with various aspects of the relationship between the vendor and the customer

Street Markets Influencing Consumer Behavior in Urban Habitat

This study explores the influence of street markets in urban geo-demographic settings and analyzes vending patterns with ethnic values enhancing the consumer satisfaction. Interrelationship among urban dwellers, marketplace ambiance, and conventional shopping wisdom of customers and interactive customer relations are also addressed in the study based on empirical survey. Research on street markets is very limited though some studies are available on street vendors with focus on spatial planning, political interventions, and legal rights. This study on street markets contributes significantly to the existing literature in reference to shopping behavior and perceptional values of urban consumers..Street markets, consumer behavior, ethnic markets, sales differentiation, market attractiveness, consumer satisfaction

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction

Effect of Digital Enablement of Business-to-Business Exchange on Customer Outcomes: The Role of Information Systems Quality and Relationship Characteristics

This study extends our understanding of how information systems impact business value creation by examining the effect of digital enablement of business-to-business exchange on customer outcomes. We shed light on the connection between information technology investment and firm performance by focusing on how information technology is used (Devaraj and Kohli 2003) in an industrial services context and by highlighting the importance of indirect effects (Mittal and Nault 2009). A conceptual model is developed that combines a customer centric perspective (Sheth et al. 2000) with elements from the information systems success framework (DeLone and McLean 1992, DeLone and McLean 2003). Mediating factors are identified in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, we consider two contextual factors, relationship duration and customer dependence, which are known to alter the nature of buyer-supplier relationships but which have received little attention in research on digital enablement of business-to-business exchange. An empirical test of hypothesized relationships was performed using subjective and objective archival data from business-to-business exchange relationships for a logistics services vendor. All expected main effects were confirmed. Customer satisfaction was found to be a significant mediator in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, logistics service quality was found to mediate the relationships between system quality and customer satisfaction and between information quality and customer satisfaction. The hypothesized moderating effects, however, were not found to be significant. Robustness of the findings was confirmed by testing model hypotheses using data from exchange relationships with customers in two different industries, manufacturing and wholesale trade. Differences in analysis results are consistent with industry differences. This study contributes to the literatures on interorganizational information systems (Rai et al. 2006) and information technology business value (Melville et al. 2004) by identifying mediating mechanisms in the chain of effects from digital enablement of exchange to customer outcomes. Explication of mediating mechanisms improves our understanding about the indirect nature of impacts from information technology. This study also contributes to the literature on information systems by extending DeLone and McLean\u27s (2003) model of information systems success to the context of business-to-business exchange relationships. In addition, this study contributes to the literature on services marketing (Zeithaml and Bitner 2003, Berry and Parasuraman 1993) by showing how system quality and information quality impact logistics service quality and customer satisfaction in a business-to-business exchange context

Implementation plan of health and safety processes

An auditor was asked to review an organisation’s Health and Safety procedures to assess compliance with the new legislation imposed by The Health and Safety Act 2015. Then the organisation approached an internal source to conduct a strategic plan in order to target issues of health and safety risk. An implementation plan will be designed to achieve the auditors recommendations and improve the organisation’s Health and Safety practices. Research and audit of the current policies and procedures used at the organisation must be conducted in order to gain a better understanding of the current issues and from there develop action plans and a strategy on how to reach those action plans. Current documentation of policies and an interview with management will be analysed to detail the potential action plans.Once the research has been conducted, results will be used to determine conclusions

Electronic service quality: An empirical investigation in Saudi Arabia

Despite the increase of Internet users and the development of web based technology and infrastructure, electronic services in developing countries is not yet very diffused and well used compared with other developed regions. In fact, the issue related to the determinants of service quality in the e-banking context is still subject of debate, particularly in Saudi Arabia. Also, few studies examine the antecedents and consequences of electronic service quality in an integrated model. Thus, in this study we will try to respond to this gap

The implications of tax on a small business in New Zealand

Small businesses have little resources but must pay tax, so this investigation reports on the implications of tax on a small business. Literature is to be searched to identify the implications for small businesses

The Influence of Service Quality, Religious Commitment and Trust on The Customers’ Satisfaction and Loyalty and Decision to Do The Transaction in Mandiri Sharia Bank Of Jawatimur

This study tested the causal relationship of service quality, religious commitment and trust on customers’ satisfaction, loyalty and decision to repeat their transaction in sharia banking services. This research used quantitative approach to describe the causal relationship between the variables through hypothesis testing. The samples in this research are 160 respondents.  Structural equation modeling (SEM) is used to analyze this research. This research findings shows that the quality of service and customers’ trust, satisfaction and loyalty simultaneously influenced the decision to repeat their transaction in that banking service. The customers’ satisfaction and loyalty are intervening variables that linked the service quality and the customers’ trust with the decision to repeat their banking transaction. The religious commitment had insignificant influence toward the service quality; however, it had significant influence toward the loyalty and decision to repeat their banking transaction.Penelitian ini menguji hubungan kausalitas kualitas layanan, kepercayaan dan komitmen beragama nasabah terhadap kepuasan, loyalitas dan keputusan bertransaksi ulang  layanan perbankan syariah. Penelitian ini menggunakan pendekatan kuantitatif yang bermaksud memberikan penjelasan hubungan kausalitas antar variabel melalui pengujian hipotesis. Jumlah sampel penelitian sejumlah 160 responden. Analisis yang digunakan adalah model persamaan struktural (Structural Equation Modeling atau SEM). Hasil penelitian menunjukkan bahwa kualitas layanan dan kepercayaan nasabah, kepuasan dan loyalitas secara bersama-sama berpengaruh terhadap keputusan bertransaksi ulang  layanan perbankan. Kepuasan dan loyalitas nasabah menjadi variabel intervening yang menghubungkan kualitas layanan dan kepercayaan nasabah dengan keputusan bertransaksi ulang  layanan perbankan. Komitmen beragama berpengaruh tidak signifikan terhadap kualitas layanan, namun berpengaruh signfikan terhadap loyalitas dan keputusan bertransaksi ulang  layanan perbanka