ISM: Theses

Permanent URI for this collection

https://hdl.handle.net/20.500.14437/81

Browse

Browsing ISM: Theses by Subject "Consumer satisfaction"

Now showing 1 - 7 of 7
  • Thumbnail Image
    Publication
    Determinants of Customer’s Complaint Intention of Nanning’s (China) Retail Store
    (University of the Thai Chamber of Commerce, 2012)
    He, Huajuan
    ;
    University of the Thai Chamber of Commerce. International College
    The study aims to research determinants of customer’s complaint intention ofNanning’s (China) retail store. The main purpose of this study were to identify therelationship between the demographic, level of dissatisfaction, perceived possibility of success, attitude toward complaint with complaint intention.The customers who had previously shopping in Nanning’s retail store wasrepresented the sample of 450 respondents. The t-test , ANOVA and simple regression were used to analyzed the relationship .The finding showed that demographic has a significant relationship with complaint intention and level of dissatisfaction, perceived possibility of success and attitude toward complaint have positive relationship with complaint intention. As a whole, this research provide valuable suggestions to retail store and help them to address the key factors which influences customer complaint intention and establishing a perfect way to handle customer complaint. It also helps to improve retail store performances to meet customer needs, retain old customers, attract new customers and create more profit. And the useful data and informations in this research can also provide fellow researchers to explore customer complaint intention in other industry.
      25  460
  • Thumbnail Image
    Publication
    Factors and Customers Satisfaction of Budget Hotel Customers in China
    (University of the Thai Chamber of Commerce, 2012)
    Yu, Yang
    ;
    University of the Thai Chamber of Commerce. International College
    The purpose of this research was to study the customer perception towardmarketing mix (7P’s), customer satisfaction and customer loyalty of budget hotel in China. The researcher distributed 450 questionnaires during the month of September to October to the customers who stayed at budget hotel in China. There were 400 questionnaires completed and usable. Collected data from questionnaires processed by computer program in terms of frequency, mean, standard deviation and regression. Results showed that customer perception toward product/service and promotion had a positive impact on custom satisfaction, and customer satisfaction had a positive impact on customer loyalty. The budget hotel operators can use the result to determine their target market, make a good marketing mix plan to make the customer satisfaction andloyalty.
      161  1297
  • Thumbnail Image
    Publication
    Measures a Relationship between a Service Quality Customer Satisfaction and Customer Loyalty of Fast Food Outlet of Pingo Outlet, South Africa
    (University of the Thai Chamber of Commerce, 2012)
    Vongkamphu, Yosita
    ;
    University of the Thai Chamber of Commerce. International College
    The objectives of this research is “ Measures a Relationship between a ServiceQuality Customer Satisfaction and Customer Loyalty of Fast Food Outlet of PingoOutlet, South Africa” are to: (1) To study the important demographic factor hasrelationship with customers’ satisfaction in the services of Pingo Outlet, South Africa. (2) To study the customers’ expectation and perception in service quality of Pingo Outlet, South Africa (3) To explore the significant relationship between customers’ satisfaction in service quality and customer loyalty of Pingo Outlet, South Africa. The conceptual framework which has adopted by using SERVQUALmodel from Parasuraman, Berry, Zeithaml (1988,1991,1994) and from Ishak Ismail et al.,(2006). Studied the Gap (5) customer expected service quality and perceived service performance with five service dimensions of SERVQUAL such as reliability, responsiveness, assurance, empathy and tangibles. Used the original SERVQUAL instrument consists of two sets of 22 items, in this research will be applied to 17 items which is suitable into the study. The hypotheses are based on the theories discussed in related research articles. The variables are based on literature review and divided as independent variable including demographic factors, customer expectation, customer perception in service quality. Dependent variables are customer satisfaction and customer loyalty. The sample of this research was 400 respondents were the customers who consumed at Pingo Outlet, Spring Branch at least one. The sample size of the studyused the formula of Yamane Sample Size (1973). This study used self-administered questionnaire and interviews as research instruments. Statistical tools are frequency, percentage, mean, standard deviation, Independent sample t-test, Oneway- ANOVA f-test, Paired-sample t-test. Multi Linear Regression and determined the significant level at 0.05. The result of analysis found that the majority of respondents were females age 21-30 years old, matric level and income less then R 5,000 and found that the most important demographic factor was in terms of education effected on customers’ satisfaction in the services of Pingo Outlet. Moreover, The result of this research showed that Reliability dimension was the most important factor of five dimensions of service quality lead to customer loyalty. While, Assurance dimension was found thatcustomers perceived service quality as dissatisfied. Therefore, Pingo Outlet should be improved service quality in terms of assurance and should use marketing activities, especially “ Promotion” to attract more education group must make sure that the delivered quality services are reliable at all times for instance Pingo’s manager Outlet and staff must make sure an attempt to solve the problem promptly at the point of services, Pingo ‘s service time 9:00 a.m. - 10:00 p.m. must be on time and constantly and must make sure staff serve foods accurately as customer ordered all times.
      129  1134
  • Thumbnail Image
    Publication
    The Effect of Commitment, Trust, Competence, Communication, Conflict Handling on Relationship Quality, Customer Satisfaction, Customer Loyalty
    (University of the Thai Chamber of Commerce, 2012)
    Senasu, Phurituch
    ;
    University of the Thai Chamber of Commerce. International College
    Nowadays the economic is growing very fast and the vehicle industry is thenumber one of industry in Thailand. The number of purchasing car in Thailand isincrease very fast and this year the government have policy that support for citizen who want to buy a new car for first time. The problem is when the customer bought the car already, which strategy that can make the customer come back to use the aftersales service because nowadays have many competitors such as aftersales service for other brand, garage etc., because Arthur D. Little (2008) and Prof.dr. H.G. Schmidt (2011) founded the after-sales service cam make more profit in many businesses. The issue is how to get the customer come back to aftersales service and increase the number ofcustomer loyalty. The purpose of this study is to identify the effect of commitment, trust, competence, communication, conflict handling on relationship quality, customer satisfaction and customer loyalty. Structural Equation Model (SEM) statistics technique was used to f ind out theanswer of the objectives in this study. 433 customers answered the questionnaires. The goodness of fit statistics revealed the fit of the model. The chi-square value was 1.94 with the degree of freedom (p=0.3785). Goodness of Fit Index (GFI) was equal to 0.99, Adjusted Goodness of Fit Index (AGFI) was equal to 0.98 and Root Mean Square Residual (RMR) was 0.0016 which support to this model. The result of SEM analysis demonstrates that the customer loyalty have 2 main variable that have effect to; customer satisfaction and relation quality. The result found customer satisfaction have positive effect to customer loyalty at 0.67 and relationship quality have positive effect to customer loyalty at 0.33. The variable that measure the customer satisfaction have competence, communication and conflict handling. This research founded competence have positive effect to customer satisfaction at 0.47, communication have positive effect to customer satisfaction at 0.24 and conflict handling have positive effect to customer satisfaction at 0.20. Relationship quality have 2 variables to measure are commitment and trust. This research founded that commitment have positive effect to relationship quality at 0.57 and trust have positive effect to relationship quality at 0.39. The implication of this study exposes that the effect that have the higher weight to customer loyalty and how to increase the number of customer loyalty. They should concentrate on the staff that comes to serve the customer first. Refer the result they should know what the customer need when they come the aftersales service and the customer satisfaction is the most important to customer loyalty, if they need to increase the satisfy of customer they should be focus on competence of staff and following with good communication and conflict handling skill. The training become the most important that aftersales service cannot be neglect.
      128  1124
  • Thumbnail Image
    Publication
    The Factors Affecting Customer Satisfaction and Behavioral Intentions in Using Mobile Telecommunications Service in Bangkok, Thailand
    (University of the Thai Chamber of Commerce, 2012)
    Lin, Junqi
    ;
    University of the Thai Chamber of Commerce. International College
    Nowadays customers have to face the situation how to choose the best mobiletelecommunications service which is provided by many mobile telecommunications service companies. In addition, the mobile telecommunications service companies also face the situation that to meet the customer satisfaction in order to increase the market share. Managers of telecom companies, therefore, should be conscious of the factors affecting customer satisfaction and behavioral intentions in building these strong relationships.There are few related studies on the factors affecting customer satisfaction andtheir influence on customers’ future behavioral intentions in the Thai mobiletelecommunications industry. Therefore, this study seeks to explore which factors affect customer satisfaction in using mobile telecommunications. Furthermore, the research aims to investigate the relationship between customer satisfaction and behavioral intentions in mobile telecommunications service.This study was based on the customer’s perspectives and their experiences withmobile telecommunications service in Bangkok, Thailand. Questionnaire as datacollection tool was used in the conduction of this study. The findings indicated the perceived value; some elements of service quality and marketing mix play the key role in customer satisfaction. Especially, tangible, reliability and assurance of service quality are significant to customer satisfaction. Regarding to the marketing mix, only product, process, and physical evidence are significant to customer satisfaction in mobile telecommunications service in Bangkok, Thailand. In addition to this, the findings also indicated that customer satisfaction plays a key role in determining customer behavioral intentions.
      118  1620
  • Thumbnail Image
    Publication
    The Factors Influencing Low-cost Airline Passenger Satisfaction and Loyalty in Bangkok, Thailand
    (University of the Thai Chamber of Commerce, 2012)
    Qin, Zhicheng
    ;
    University of the Thai Chamber of Commerce. International College
    In this research, we address the following questions that are becomingincreasingly important to managers in low-cost airline industries: is there arelationship between marketing mix and service quality with customer satisfaction and loyalty in the context of the Thailand low-cost airline industry? If yes, how is the relationship between these four variables?The low-cost airline industry in Thailand is one of the largest in the Asian country and one of the fast growing globally. Loyalty is an important issue for the sustainability of business of the companies. Relationships with the customers should be built well in order to achieve their satisfaction and consequently loyalty. Furthermore, the airlines sector has its own specific circumstances to be considered in order to earn the customer satisfaction. In this study the service marketing mix and service quality are the most important factors that affect the low-cost airline passenger satisfaction and loyalty in Thailand. The concept of marketing mix divided into product and service marketing mix. In this study would focus on the service marketing mix. The service marketing mix consists of 7 P’s (Product, Price, Place, Promotion, People, Physical Evidence, and Process). To measure functional quality and perceived quality satisfaction in the low-costs airline industry, there are some models. However, in this study, the proposed model was developed by the help of the most popular and complete service quality measurement model of SERVQUAL. The population of the study is all of the low-cost airline passengers in Don Mueang international airport. And the survey research will be through distributed questionnaire to low-cost airline passenger in Don Mueang international airport to collect data. After that use the multiple regression analysis to analysis the result and examine the relationship among above factors. Results of the study show that there are high positive correlation between the constructs of marketing mix and service quality with customer satisfaction and loyalty. And the research also showed that (1)the service marketing mix factors have partially affects low-cost airline passenger’s satisfaction. (2) The service quality factors have partially affects low-cost airline passenger’s satisfaction. (3) The service quality factors have partially affects low-cost airline passenger’s loyalty. (4) The passenger’s satisfaction factor affects passenger’s loyalty. Finally, Understanding customers’ responses to airline service quality and the factor effect the low-cost airline passenger satisfaction and loyalty, airline managers can gain a better understanding of how to improve their service offers to satisfy customers and improve the customer loyalty. And the results of the study can be a useful resource for future research.
      219  1510
  • Thumbnail Image
    Publication
    The Study of Customer Behavior Satisfaction and Loyalty of Community Mall in Bangkok and Suburban Area
    (University of the Thai Chamber of Commerce, 2012)
    Lasorn, Yuda
    ;
    University of the Thai Chamber of Commerce. International College
    This research study was to investigate the customer satisfaction and loyalty of community malls in Bangkok and suburban areas. This aim is supported by the following objectives: 1) to study the relation of image, experiential marketing and service quality on customer satisfaction on community malls. 2) to study the relation of customer satisfaction on customer loyalty in community mall. This study surveyed the community mall’s customer that use community mall services in Bangkok and suburban areas. The number of returned questionnaires was 400 and the data was analyzed by frequency, percentage, mean method, Simple regression and Multiple regression. The result of the preliminary study indicated that image, experiential marketing and service quality influenced customer satisfaction on community malls. Moreover, The community mall’s customer concern about service quality at the most which indicated by R-square value is 50.4% but they concern about experiential marketing at least which indicated by R-square 40.1%.
      107  888