Browsing by Subject "Customer loyalty"

Now showing 1 - 6 of 6
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    A Preliminary study of influencing factor to customer satisfaction and customer loyalty in using air cargo service / [CD-ROM] / Peerapat Noomprasith
    (University of the Thai Chamber of Commerce, 2006)
    Noomprasith., Peerapat
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    University of the Thai Chamber of Commerce. School of Economics
      21  1112
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    Publication
    A Preliminary study of influencing factor to customer satisfaction and customer loyalty in using air cargo service / Peerapat Noomprasith
    (University of the Thai Chamber of Commerce, 2006)
    Noomprasith., Peerapat
    ;
    University of the Thai Chamber of Commerce. School of Economics
      25  1101
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    Exploring the link of service quality, customer satisfaction and customer loyalty for Mandalay Food House
    (University of the Thai Chamber of Commerce, 2023)
    Win Pa Pa Lwin
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    University of the Thai Chamber of Commerce. International Business.
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    University of the Thai Chamber of Commerce. International School of Management.
    In the intense competition of food service providers industry in Bangkok, Myanmar restaurants industry is significantly increasing with the same level of raising population of Myanmar people in Thailand. Among the Myanmar restaurants, Mandalay Food House will be focused in this research because this restaurant is famous and wellknown place with cultural influences, can access easily to get there, and have a wide variety of Myanmar cuisine. Globally, a lot of customers are facing the choice of which restaurants to enjoy their time, to have a good mood and to try the taste of cuisine. Restaurant owners are finding a way to improve their business sustainability among the market industry with focusing on service quality, customer satisfaction and customer loyalty because business cannot survive in the food service industry by satisfying the customers anymore. Restaurant owners and managers can enhance the existing strategies by using the study’s results and the insights to attract new customers and retain the customers because the impact of the quality of service, customer satisfaction and customer loyalty are the most important factors for every organization. The purpose of this research is to give recommendations to improve, and maintain the factors and to explore the relationship between service quality, customer satisfaction and customer loyalty. To evaluate the quality of service, the SERVQUAL method was used, which consists of five factors (Tangible, Reliability, Responsiveness, Assurance, Empathy). The questionnaires with two languages (Burmese and English) were distributed through social media platform via Facebook to access easily for Myanmar residence and the data were collected through an online survey and analyzed by using Excel spreadsheet. Cronbach’s alpha method was used to test the reliability and validity of the questionnaires. The study was used correlation coefficient analysis to explore the hypothesis relationships. Business background, statement of the problem, objectives, benefits, scope of the study and expected benefits were included in the part of Chapter 1. In Chapter 2, theory and related research will review based on the iterature view and research hypothesis and conceptual framework are also included. Chapter 3 will point out research design and ools, data collection and analysis. Chapter 4 will explain about the results and Chapter 5 will conclude and discuss the research and limitations and implications of the research.
      574  2690
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    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
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    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  1122
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    The Factors Influencing Low-cost Airline Passenger Satisfaction and Loyalty in Bangkok, Thailand
    (University of the Thai Chamber of Commerce, 2012)
    Qin, Zhicheng
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    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.
      216  1501
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    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
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    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  877