The banking industry in Ghana has seen tremendous growth in recent times. This exponential growth has led to high levels of competition and necessitated that all banks devise strategies to improve customer satisfaction to gain competitive advantage. The growing demands of customers have a significant impact on bank management's ability to attract and retain them. The ability to retain customers depends on the strategy in place to exceed customer expectations and satisfaction. Grounded in relationship marketing theory, the purpose of this qualitative multiple case study was to explore strategies banking leaders use to increase customer satisfaction. Data were collected through semistructured interviews from 6 bank leaders in 3 banks in Accra. Member checking confirmed the interpretation of participant data. Three themes emerged from the data analysis. The themes were customer centricity, customer relationship management, and service quality standards. Adopting customer-centric strategies, building strong relations with customers, and implementing quality service standards might increase customer satisfaction, retention, and profitability. The social change outcomes include the opportunity for the banks to give back to the community through corporate social responsibility and extending credit to improve the quality and standards of living of the people. Improved standards of living could result in the people in the Ghanaian community doing more business with banks, resulting in a ripple effect of profitability and giving back to society.

Technology is moving forward, as well as the problem with the fast fashion industry. Hence, second hand online shopping is growing because of this. Therefore, the purpose of this thesis is to explain the impacts of perceived quality, customer expectations and trust on customer satisfaction in online second hand shopping? To be able to conduct this research, the theoretical framework includes the dependent variable Customer satisfaction and the three independent variables, perceived quality, customer expectations and trust. These variables led to three hypotheses created by the authors. Through a deductive approach and within quantitative research a questionnaire was made to gather data that was published on social media platforms. The data was collected through convenience sampling within the population chosen. However, both ethical and societal issues have been taken into account while doing the questionnaire and conducting the data. The collected data was runned through SPSS to create statistical models and test the three hypotheses created. Thereafter it could be seen that hypothesis 1 was accepted and hypotheses 2 and 3 were rejected. This concluded that only perceived quality has a positive effect on customer satisfaction in a second hand online shopping context.

The purpose of this study was to determine the perceptions of satisfaction of dislocated workers served by WIN Job Centers in the Mississippi Corridor Consortium. Four WIN Job Centers participated in this study: Northeast Mississippi Community College WIN Job Center in Corinth, Northwest Mississippi Community College WIN Job Center in Oxford, Itawamba Community College WIN Job Center in Tupelo, and the Golden Triangle WIN Job Center in Columbus that is operated by the Mississippi Department of Employment Security. This study was concerned with the following variables: facilities, staff, services, self-service facilities, and overall level of satisfaction. A survey design was employed in this study to collect and analyze the data. From the four WIN Job Centers, a total of 159 surveys were collected in the ten week period. An instrument created and utilized by the North Carolina Employment Security System titled “Customer Satisfaction Survey” was used to collect the data. The instrument was tested for internal consistency, and the Cronbach alpha coefficient was .793. The data collected from the surveys were tested using the One-Way Analysis of Variance (ANOVA). Among conclusions for this study were the following: each of the four WIN Job Centers rated in the Excellent to Good rating in satisfaction for each of the following areas: staff, facilities, services, self-service facilities, and overall satisfaction; of the five null hypotheses, three were rejected due to there being a statistically significant difference in at least one of the centers with regards to facilities, staff, and services.

The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.

Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication & Accuracy, Food (Taste & Quality), Food Preparation, Bar (Beer, Wine, & Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS® system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for nontourist respondents

The purpose of this study is to analyze if green marketing influences customer satisfaction significantly in the hotel industry in Umeå. Several green practices are tested to create an overall picture of the behavior on the market. These are Water Conservation, Energy Conservation, Waste Management, Food Management and Labeling. Primary data was collected through a survey. A questionnaire has been distributed in two hotels in the city. The data was then analyzed by using the Spearman Correlation and the ordinal logistic regression model. Additionally, the influence of demographic variables on the relationship between green marketing and customer satisfaction has been tested through a moderation analysis. The findings show that green marketing does not necessarily lead to positive outcomes. To implement green marketing successfully the customers’ wants and needs have to be understood. Most importantly, the guests have to see the green efforts and be informed about what the hotels are doing to minimize their environmental impact. If guests are not aware of the efforts they are less likely to have a positive effect on customer satisfaction. This study adds to the existing literature by providing a view of the behavior of the hotel industry in Sweden, specifically Umeå. The importance of careful and extensive implementation of green marketing is stressed. Theoretical and practical recommendations are given.

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Rsearch findings show that tourist industries have turned into one of the most profitable sources of income throughout the world especially in the last decade of the seconde millennium. Interestingly, this phenomenon holds clear promises for many countries which have suffered from the dwindling and erratic functioning of the oil market. As such, hotel industry-as one of the vital infrastructures of tourism is playing a very significant role in the economy of countries in the modern era. Consequently, the present research aims to investigate the customer satisfaction, in application of SERVQUAL model among the two, four star hotels in Isfahan, (Aseman as type A and Aliqapoo as type B) which were chosen as the two sample hotels, among all the four star hotels. To achieve this end, this study has enlisted a field-descriptive survey design. The instrument for collecting the data was a resercher-developed questionnaire containing fifty questions. Form 195 questionnaires distributed among the guests in different hotels of Isfahan, a sample of 170 was returened. SPSS software was utilized for analyzing the obtained data at both descrivptive and inferential statistical levels. The findings revealed that hotel guests' perceptions of the offered services was below the expected average level-an index indicating that none of these hotels in Isfahan has an optimal service quality. The results differentiated between hotel A and B. In fact, the quality of services at Aseman hotel (A) was to some extent slightly better than that of the Aliqapoo hotel (B). Unfortunately, the overall quality of these hotels did not match the optimal standards expectd by the guests at all. / <p>Validerat; 20101217 (root)</p>

Yes / Regional monopoly service organisations such as electricity, gas and water distributors, health trusts, public transport, and local government are subject to regulatory oversight. A common element in this is benchmarking an organisation against similar organisations based in different regions. Customer satisfaction is often an important part of this competitive benchmarking. However, if people from different regions give a different average satisfaction score for the same experience, then this disadvantages some companies. Therefore, regional satisfaction was investigated in an environment where differences in customer service levels are controlled for. The average online satisfaction ratings people from different regions of the UK gave to the same overseas holiday hotels were investigated. The 24,154 ratings were analysed using linear mixed effects and ordinal models. The average ratings given by people from the London region were significantly lower than those from elsewhere. Regional correction factors are developed and applied to published satisfaction ratings for electricity distributors. The adjustment was sufficient to move the London distributor from the penalty category to a borderline position. Hence, customer satisfaction ratings should be used cautiously when benchmarking regional organisations. This investigation of the potential for regional bias contributes to the large literature on customer satisfaction and behavioural intentions.

Web 2.0 applications facilitate various adaptations of blogs on many different areas. Bloggers who have blog publications and financially depend on the blog are referred to as professional bloggers in this study. As blogging becomes a social trend, a phenomenon, and more – a profession, there should be a rule or a guideline, and relationship marketing is suggested by the author. Guided by relationship marketing, with the definition extracted from various literatures, the study is based on the structure of Christopher, Payne & Ballantyne (1991) – the relationship marketing ladder of customer loyalty. The purposes of the study are to examine the importance of interaction in the blogger-blog reader relationships, and most significantly, to test if relationship marketing can fit-into the blogosphere. Adopting a two-phase, sequential mixed method, this study applied both qualitative and qualitative research tools. In the first phase, a pretest survey was conducted to serve as the base for further research. In the second phase, focus group discussions were carried out to explore more insights of blogs, blogging, and the target bloggers, Wan Wan & Queen, from blog readers’ perspective. At last, a final-found survey was conducted to collect more data for testing the hypotheses and feasibility of the research framework. To conclude, interaction is indispensible in managing blogs. Interactions and blog readers’ expectations toward the blog influence their satisfaction with the blog, and further affect the development of loyalty to spread word-of-mouth. The suggestions for further research including studying from different perspective, adopting longer time span, collecting a larger sample, categorizing bloggers, and implementing behavioral research for business use. / Web 2.0 applications facilitate various adaptations of blogs on many different areas. Bloggers who have blog publications and financially depend on the blog are referred to as professional bloggers in this study. As blogging becomes a social trend, a phenomenon, and more – a profession, there should be a rule or a guideline, and relationship marketing is suggested by the author. Guided by relationship marketing, with the definition extracted from various literatures, the study is based on the structure of Christopher, Payne & Ballantyne (1991) – the relationship marketing ladder of customer loyalty. The purposes of the study are to examine the importance of interaction in the blogger-blog reader relationships, and most significantly, to test if relationship marketing can fit-into the blogosphere. Adopting a two-phase, sequential mixed method, this study applied both qualitative and qualitative research tools. In the first phase, a pretest survey was conducted to serve as the base for further research. In the second phase, focus group discussions were carried out to explore more insights of blogs, blogging, and the target bloggers, Wan Wan & Queen, from blog readers’ perspective. At last, a final-found survey was conducted to collect more data for testing the hypotheses and feasibility of the research framework. To conclude, interaction is indispensible in managing blogs. Interactions and blog readers’ expectations toward the blog influence their satisfaction with the blog, and further affect the development of loyalty to spread word-of-mouth. The suggestions for further research including studying from different perspective, adopting longer time span, collecting a larger sample, categorizing bloggers, and implementing behavioral research for business use.