Within the education literature, satisfaction with the quality of public schools has received very little scholarly attention. Conversely, in the public administration literature, citizen satisfaction with public services has been studied since the late 1970s and in the past decade, models based on expectancy disconfirmation theory have increasingly been utilized. Of these models, the American Customer Satisfaction Index (ACSI) model goes beyond satisfaction to examine the effect of satisfaction on behavioral consequences, such as the desire to move away from a locality, which may be of inherent interest to policymakers and public managers. This study extends the research on the ACSI model in the public sector by examining the effects of expectations, perceived quality, perceived disconfirmation, and grade on satisfaction with school quality. In turn, the effect of satisfaction on behavioral outcomes that are of interest to policymakers, modeled as the desire to choose a different schooling option or willingness to recommend public schools to others, are also examined. Using existing data from a public opinion poll, models for two groups of participants were estimated via regression-based path analysis. The study found a small negative effect of expectations on satisfaction and a larger role, directly and indirectly, of perceived quality on satisfaction judgments. Addition of the grade variable dispersed the effect of perceived quality but the total effect of the variable was unchanged. As theorized, satisfaction had a strong negative effect on the desire to choose a different schooling option and a strong positive effect on the willingness to recommend public schools to others. Suggestions for further research include a qualitative study incorporating interviews and focus groups to identify the information sources utilized in making satisfaction decisions and how individuals’ synthesize various pieces of information to determine whether their expectations have been met. In addition, use of objective measures, such as test scores, along with subjective measures may provide increased understanding of the influence of exogenous variables on the model.

The aim of this research was to explore the travel motivations of Taiwanese tourists who visited Australia, their satisfactions, and destination loyalty, as well as examining the relationship between customer satisfaction, need satisfaction, and destination loyalty. This study is important because of the fact that the number of Taiwanese tourists to Australia has decreased since 1999; however, there have not been any academic studies to ascertain the travel motivations of Taiwanese group package tourists who visited Australia, their need satisfaction, and future intentions. Furthermore, the literature on tourist need satisfaction, customer satisfaction and loyalty has been categorised into discrete areas of study, with little integration of these three concepts in the tourism literature. Thus, the relationship between these concepts is an area of theoretical interest that has been examined in this study. To achieve the aims of the research, one research question and 11 hypotheses were developed. The research question specifically explored the travel motivations of the Taiwanese when visiting Australia. Two hypotheses were designed to test the differences between Taiwanese travel motivations and their need satisfaction, and the differences between travel motivation groups. In addition, nine hypotheses were used to examine the relationships between customer satisfaction, need satisfaction, and destination loyalty. A four-stage research methodology was used. Firstly, the study adopted a qualitative approach using focus group interviews of 33 participants to explore the motivations of Taiwanese group package tourists to Australia. Following the qualitative study, two pre tests including a pre and post survey were conducted in order to develop the scales for travel motivations, customer satisfaction, need satisfaction, and destination loyalty of Taiwanese tourists. Finally, a formal pre and post survey was administered. A pre and post survey design was used to consider the potential changes in tourist motivations after the trip. Cluster sampling was used to select the travel agencies, and five travel agencies agreed to participate in this research. The collection of data for the formal survey began in September 2005 and was completed at the end of February 2006. A total of 547 questionnaires were fully completed with a response rate of 72.9%. The validity and reliability of the various scales for push and pull motivations, destination attributes/services, group package tour services, perceived value, equity, emotion, overall need satisfaction, overall satisfaction, and destination loyalty were examined using exploratory and confirmatory factor analysis, as well as Cronbach’s alpha, and all scales were found to be satisfactory. A total of 17 push and 18 pull motivation items were also determined. Taiwanese tourists had the highest travel motivation scores for ‘travelling around the world’, and ‘having a comfortable trip’, and were attracted by certain attributes of Australia, such as the ‘sunshine and scenery’, and ‘a place to go for good value’. The differences between travel motivations and motivation satisfaction were examined using a paired sample t-test, and the hypothesis was partially supported. Based on the results of these t-tests, importance-performance analysis (IPA) was used to analyse the motivation satisfaction levels, and the results showed that the main travel motivations of Taiwanese travellers to Australia were generally satisfied after the trip, with the push motivation factor ‘having a comfortable trip’ and the pull motivation factor ‘sunshine and scenery’ scoring highest on the satisfaction scale. Factor-cluster analysis was further used to segment tourists in regard to their travel motivations. The results revealed that there were four different travel motivation groups. These groups were significantly different in terms of their customer satisfaction and destination loyalty. The importance level of travel motivations of ‘high motivation travellers’ before the trip was high compared to other groups and the customer satisfaction and destination loyalty were also high after the trip. Taiwanese tourists were generally satisfied with their trip to Australia; however, only two tourist groups: the ‘high motivation travellers’ and the ‘comfort/attraction seekers’ showed any interest in revisiting Australia in the future. The relationship between customer satisfaction, need satisfaction, and destination loyalty was also examined using multiple regression analysis. The results confirmed the hypotheses that customer satisfaction had a positive impact on need satisfaction; need satisfaction positively influenced overall need satisfaction; and overall need satisfaction and overall satisfaction both had a positive relationship with destination loyalty. This shows that tourist need satisfaction and customer satisfaction are related, and customer satisfaction is the antecedent of tourist need satisfaction. Furthermore, tourist need satisfaction is influenced by travel experiences, and destination loyalty is influenced by overall need satisfaction and overall satisfaction. This research has contributed to theory, methodology and to practice. A relationship between customer satisfaction, need satisfaction, and destination loyalty was found. As a result, this study has also successfully integrated the concepts of travel motivation, customer satisfaction, need satisfaction, and destination loyalty. A pre and post survey methodology was used in this research to obtain Taiwanese travellers’ original motivations and their satisfaction levels. Finally, the findings concerning the motivations of Taiwanese tourists to Australia, their need satisfaction, customer satisfaction, and destination loyalty have been found to be useful for tourism managers to assist them in making successful business decisions, improving services, and developing new promotional strategies to encourage Taiwanese visitors to travel to Australia.

Thesis (Ph. D.)--Victoria University of Technology, Melbourne, Australia. / "August 2006." Title taken from title screen (viewed October 5, 2007). Includes bibliographical references and appendices.

Aim: The aim of this research is to investigate factors which influence customer satisfaction in Asian restaurants.Method: Qualitative method and quantitative are used in this research. The data collected from both questionnaires and semi-structured interviews. Result and Conclusions: The research concludes that food quality and service quality are important factors of customer satisfaction towards Asian restaurants in Gävle. Meanwhile, environmental factors, the price of food and the authenticity of food also affect satisfaction of the Asian restaurant customers. Suggestions for future research: Future research could expand the diversity of samples to get a broader perspective of Customer satisfaction, or based on our research framework, a narrowed perspective of only one type of restaurant would be studied in the future. Contribution of the thesis: This thesis provides a new idea of studying customer satisfaction. Moreover, the research developed a model of customer satisfaction in the restaurant industry. Key words: Food Quality, Service Quality, Environmental Factors, Price and Authenticity Impression of Asian restaurants

The purpose of this research is to understand the state of art of total quality management in Hong Kong Hotel Industry and to develop a model of business excellence to help monitor and guide hoteliers in search of excellence. With this in mind, a preliminary study was conducted to understand the concepts, management practices, barriers to their implementations and future plan that are pertinent to total quality management. Founded on Kanji's Business Excellence Model, the Business Excellence Model for Hong Kong Hotel Industry is developed, tested and applied using survey data from 28 members of the Hong Kong Hotels Association and the questionnaires are mainly responded by directorates of the hotels. To compliment the business excellence study, over 2,400 interviews were made from guests of 62 hotels to set up a customer satisfaction index for Hong Kong Hotel Industry. A full-scale study on customer satisfaction for three international and two Asian hotels is included as a case study. Five critical success factors are identified in the preliminary study and they are People Management, External Customer-Satisfaction, Teamwork, Internal Customer-Satisfaction and Leadership. Under staffing is the major barrier to the hotel's implementation of TQM in terms of both frequency and degrees of difficulty, and the approach believed to be short-lived gimmicks or fads comes second. The customer satisfaction survey 1999 reveals that Customer Satisfaction is mainly influenced by both Expectation and Perceived Quality. This, perhaps, gives the hoteliers the starting points for improving their customer satisfactions. Contrasts between the two groups of hotels in the case study reveal that the Asian group outperforms the International group of hotels in all the five dimensions of the Customer Satisfaction Model for both sexes and for both ethnic groups of White and Chinese. This indicates that the difference is something fundamental, perhaps in their quality cultures, quality initiatives and, most importantly, leaderships.

El objetivo general de esta investigación es determinar el grado de satisfacción del cliente en relación a la calidad de servicio brindada por la empresa Agencia de Carga Internacional DYP Shipping Logistics SAC ubicado en la ciudad de Lima en el año 2017 en el sector de la de Logística Internacional, Importación y Exportación. The general objective of this research is to determine the degree of customer satisfaction in relation to the quality of service provided by the company Cargo International DYP Shipping Logistics SAC located in the city of Lima in 2017 in the field of Logistics International, Import and Export.

Providing high quality customer service that actually satisfies the needs of the customer and results in customer satisfaction is one of the biggest concerns of businesses today. Customer satisfaction determines the behavioural intentions of the customer hence the reason why companies are continuously reaching out to the customer with the aim of building strong relationships that will result in customer loyalty. Managers of companies therefore should be conscious of the role played by quality customer service in building these strong relationships. By gaining such insights into customer perceptions and expectations managers will be in a position to offer products and services that meet customer demands. This study was been based on the customer’s perspectives and their experiences with telecom providers in Kampala, Uganda. A quantitative approach and a questionnaire as data collection tool were used in the conduction of this study. The findings suggest that service quality plays a key role in customer satisfaction. In addition to this the findings also suggest that customer satisfaction plays a key role in determining customer loyalty and customer switching depending on the situation. The findings in this study are similar to those findings of studies done in other countries.

Master of Agribusiness / Department of Agricultural Economics / Kevin Dhuyvetter / Many companies use surveys to establish customer satisfaction metrics. This OEM has been using surveys to analyze customer satisfaction with their products, services, and distribution channel for several decades. Satisfaction metrics are established for the brand, product, and channel partners. The product metric is derived from a question on the survey asking customers how satisfied they are with the product. There are subsequent questions thereafter inquiring about satisfaction with specific functional areas of the product. It is common practice to use Partial Least Squares (PLS) regression analysis to evaluate what impacts the functional area questions have on the overall satisfaction question. The model results are used to understand what areas of the machine should be focused on to improve customers’ experiences with the machine. These results are compared to other data sources such as warranty, field reports, customer focus groups, etc. The results from these models are sometimes questioned based on what common intuition would suggest. Typically the top three drivers to the product metric are understandable, but there are often one or two key areas that do not make logical sense. The objective of this thesis was to understand whether PLS modeling is appropriate given the nature of customer survey data. Models were estimated using existing survey data on a specific model in the tractor product line. PLS models assume data are linear with no bounds. This in itself likely makes this type of model inappropriate for analyzing customer survey data. Responses are bounded on an 11 point scale from 0-10, however, the PLS model being non-bounded assumes there can be a score under 0 or over 10. The model also assumes a linear slope that would indicate each covariate answer 0-10 has the same level of effect on the response variable. This research has found that each covariate answer is in fact non-linear. For example, a customer answering a 2 to quality of manufacturing workmanship has a different impact on the overall satisfaction score than a customer who answers 8. Finally, this research discovered that the PLS models produce negative coefficients of significant value that are not reported to the enterprise. Binary and ordered logistic (logit) models were estimated as an alternative to PLS. Logistic models are non-linear and are commonly used to evaluate bounded data. Response data were separated into two groups based on Net Promoter Score (NPS) Methodology (Reicheld 2006). Using the NPS methodology, 0-6 scores are considered detractors, 7-8 scores are considered passives, and 9-10 scores are considered promoters. The logistic models demonstrate that the top two drivers to customer satisfaction scores are still quality of manufacturing workmanship and reliability/operational availability (similar to results of the PLS model). The unresolved problems question on the survey was included in the models and demonstrated that the predicted probability of a customer being a promoter is much higher in both binary and ordered logit models if no unresolved problems exist. Finally, the model found engine oil consumption remained negative and is statistically significant suggesting that even with the alternative modeling approach there still may be data issues related to the survey. It is recommended that the OEM implement logistic modeling for analyzing customer survey data. It is also recommended that a new survey design be constructed to eliminate issues with correlated data that can lead to spurious and unexplainable results.

Thesis submitted in fulfillment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology / This study aims to measure the service quality with student loans that are provided by the Finance Department of a University of Technology (UoT). In the current academic environment, it is critical for a Finance Department to provide high quality of services to enable students fulfilling their academic performance. However, if the service quality of Finance Department is not up to standard, then students (customers) more likely to struggle in receiving all supporting financial aids for their studies. This will further impact on their whole academic life negatively. Based on the relevant literature, SERVQUAL model is one of the classical tools that were commonly used to measure the quality of services. Thus, this study applied SERVQUAL model to measure the service quality that provided by the Finance Department at the UoT. A combination of both qualitative and quantitative research approach was conducted in this study. Data were collected through interviews with staff members (n1=15) and a structured questionnaires for students (n2=43). All the key variables from the questionnaire and interview questions were derived from relevant literature. The reliability of dataset was tested through Cronbach’s Alpha value. Data were analysed through SPSS, MoonStats and Excel worksheet. The personal information of all the participants was protected. The findings revealed that there is a gap between students expectation and staff members perception towards the service quality that provided by the Finance Department. Students were generally satisfied with the service quality although staff members perceived that they have made efforts in providing good quality services to them. However, there are areas needs improvements in the service process such as management commitment, employee involvement, regular training programmes for skill development, and etc. This study further recommends that the financing office needs to use SERVQUAL model as an effective tool to track service delivery patterns and its nature of administration along tangibles, unwavering quality, responsiveness, confirmation and compassion measurements within the department. Moreover, SERVQUAL model can be used an useful approach to other service sector for quality improvements within the university.

This thesis, topically based in the system of management and competitiveness of retailer, is focusing on the management, the satisfaction of customers, the relationships with suppliers and clients and the analysis of competitors of the company Jana Vohryzková, which is using the business name: Vítěz, prodejna sportovních pohárů a trofejí. First part is dealing with theoretical basis which are necessary to compile the analysis of competition. Second part is divided into four chapters: Characteristics of retail, Analysis of relationships with suppliers and clients, System of customer service, customer satisfaction and Analysis of competition. Characteristics of retail focuses on the company development, process layout of sales unit, equipment of sales unit, range of goods and goods retailing. Company's main interest lies in both classical and Internet sale. Incomes from e commerce forms 58% of total incomes, incomes from store are remaining 42%. Therefore the analysis of competition includes two parts ? the analysis of competition of store and the analysis of competition of online store. Questionnaires regarding the customer satisfaction with both conventional store and Internet store are included. Customers were filling these in over a period of six months. 47 out of total 62 customers agreed to provide the information; consequently, 75.81% of customers participated in the poll. In 58 cases out of 76 the questionnaires were filled in along with their Internet order, which means that 76.32% of customers ordering in the Internet store answered the poll. Goal of this Masters' thesis is to suggest plans for sustaining and increasing the company's share of the market and to improve the satisfaction of customers in both conventional and Internet store.