Essays about: "customer satisfaction in services marketing"

Showing result 1 - 5 of 39 essays containing the words customer satisfaction in services marketing.

  1. 1. Making Sense of the Net Promoter Score (NPS) - A study of NPS' relationship to Word of Mouth, attitudinal loyalty and customer satisfaction, and what drives these mindset metrics

    University essay from Handelshögskolan i Stockholm/Institutionen för företagande och ledning

    Author : Christoffer Rodell; Theo Örtengren; [2022]
    Keywords : Net Promoter Score; Word of Mouth; Attitudinal loyalty; Associations; Mindset metics;

    Abstract : Since Fredrick F. Reichheld introduced the Net Promoter Score (NPS) in 2003, it has become one of the most favored customer mindset metrics (MSMs) within business practice. Often, it is claimed to be an indicator of customer loyalty, satisfaction, and Word of Mouth (WOM). READ MORE

  3. 2. A bank’s strategical positioning within the Green Sector for an increased customer satisfaction : a segmented kano analysis

    University essay from SLU/Dept. of Economics

    Author : Oscar Klofsten; [2021]
    Keywords : customer satisfaction; service marketing mix; segmented kano; analysis; green sector; bank;

    Abstract : The major banks in Sweden are seen as confusingly similar to their customers. By taking a behavioural focus, banks may understand how they can make themselves unique and increase their customer satisfaction. Through increasing customer satisfaction, banks may be able to gain a competitive advantage and consequently increase their profit. READ MORE

  4. 3. Factors Affecting Consumers’ Intention to Use Online Music Service and Customer Satisfaction in South Korea

    University essay from KTH/Skolan för elektroteknik och datavetenskap (EECS)

    Author : Minki Park; [2020]
    Keywords : ;

    Abstract : This study aims to investigate factors that affect consumers’ behavioral intentions to use online music services and the extent to which users of these services are satisfied with their experience. It also seeks to clarify the relationship between customer satisfaction and repurchase intention. READ MORE

  5. 4. Sharing Economy Services – Analysis of Customers’ Motives and Concerns

    University essay from Högskolan Kristianstad/Fakulteten för ekonomi

    Author : Maike Kathrin Schröder; Anna Theresa Theilen; [2019]
    Keywords : sharing economy services; accommodation sharing; motives; concerns; customer satisfaction; generation; peer-to-peer P2P ;

    Abstract : Sharing economy services have grown significantly in the last decade. Thereby, P2P accommodation sharing services represent one of the largest sectors and play a crucial role in the tourism industry. READ MORE

  6. 5. The Era of Artificial Intelligence in Swedish Banking : Exploring Customer Attitudes Towards AI as a Substitute to Brick and Mortar Offices

    University essay from Högskolan i Jönköping/IHH, Företagsekonomi

    Author : Isabel Bergström Stacey; Philip Svenningsson; Anton Thoresson; [2018]
    Keywords : Online Banking; Artificial Intelligence; Brick and Mortar Offices; Customer Service; Swedish Banking Industry; Customer Attitudes; Technology Acceptance Model;

    Abstract : Background: The wave of Artificial Intelligence (AI) is marching on, replacing jobs and traditional services, and is predicted to be one of the biggest marketing trends in the close future. Four of the major Swedish banks have started to implement AI as a customer service channel. READ MORE