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<p>In recent years, measuring customer satisfaction has become one of the key concerns of market research studies. One of the basic features of leading companies is their success in fulfilling their customers’ demands. For that reason, companies attempt to find out what essential factors dominate their customers’ purchasing habits.</p> <p>Millennium Research Group (MRG) - a global authority on medical tech- nology market intelligence - uses a web-based survey tool to collect informa- tion about customers’ level of satisfaction. One of their surveys is designed to gather information about the practitioner’s level of satisfaction on different brands of dental implants. The Dental Implants dataset obtained from the survey tool has thirty-four attributes, and practitioners were asked to rank or specify their level of satisfaction by assigning a score to each attribute.</p> <p>The basic question asked by the company was whether the attributes were useful to make customer behavior predictions. The aim of this study is to assess the reliability and accuracy of these measures and to build a model for future predictions, then, determine the attributes that are most influential</p> <p>in the practitioners’ purchasing decisions. Classification and regression trees (CART) and Partial least squares regression (PLSR) are the two statistical approaches used in this study to build a prediction model for the Dental Implants dataset.</p> <p>The prediction models generated, using both of the techniques, have rel- atively small prediction powers; which may be perceived as an indication of deficiency in the dataset. However, getting a small prediction power is gener- ally expected in market research studies. The research then attempts to find ways to improve the power of these models to get more accurate results. The model generated by CART analysis tends to have better prediction power and is more suitable for future predictions. Although PLSR provides extremely small prediction power, it helps finding out the most important attributes that influence the practitioners’ purchasing decisions. Improvements in pre- diction are sought by restricting the cases in the data to subsets that show better alignment between predictors and customer purchasing behaviour.</p> / Master of Science (MSc)

The purpose of this qualitative study was to understand how Swedish banks leverage service quality to handle the changed customer expectations shaped by COVID-19-related product development. Due to COVID-19, the digital shift along with product development accelerated resulting in changed customer expectations within the banking sector. The authors acknowledge the gap in the literature regarding what changed customer expectations that arose, which is essential to understand service quality. To reach a conclusion aligned with the purpose that answered the three formulated research questions, eight semi-structured interviews were conducted with employees from the Swedish banking sector. The data was analyzed through a thematic approach allowing the authors to structure and analyze the findings. The findings revealed several changed customer expectations and that banks continuously handle these. It was concluded that service quality permeates the bank's operations, and the focus is directed toward the customer, fulfilling their needs and meeting expectations. Banks leverage service quality by integrating NPD, needs analysis for customer satisfaction, feedback, and exceeding expectations by providing extra services. Due to growing competition, leveraging service quality allows banks to reduce the risk of customers switching to competitors and differentiate.

The purpose of this study is to examine the impact of chatbots in customer service on customer satisfaction and profitability, based on theories of profitability, customer satisfaction, human interaction, and technology. As digital development progresses, companies and organizations have increasingly implemented chatbots to enhance customer satisfaction and profitability. For customers to be satisfied, chatbots must meet their expectations, placing pressure on the functionality and performance of these systems. If the chatbot fails to meet customer expectations, it can lead to dissatisfaction and reduced profitability. By integrating various theoretical frameworks, a model has been created to understand how chatbots influence these areas. The study adopts an abductive approach and utilized semi-structured interviews as a qualitative method. Respondents included individuals from companies and organizations with insight into the impact of chatbots on customer satisfaction and profitability. The results indicate that chatbots can reduce waiting times and provide immediate responses, enhancing customer satisfaction through 24/7 availability. Additionally, chatbots free up time for employees to handle more complex issues and can manage larger volumes of customer inquiries at a lower cost. This leads to cost savings, time savings, and increased efficiency. Customers expect quick and accurate responses from chatbots, which places high demands on their performance. However, challenges exist in measuring economic profitability and addressing linguistic and security-related barriers. To maximize the benefits of chatbots, strategic implementation and continuous improvement of their functionality are required. The study concludes that chatbot functionality and customer expectations are interdependent. Chatbots must deliver fast and accurate responses to increase customer satisfaction. Increased use of chatbots leads to greater profitability through efficiency, lower costs, and higher customer satisfaction.

立足台灣，前瞻兩岸，放眼全球已經不再是台灣企業的未來策略方針了，而是台灣企業已陸續進入目標市場，進行開發和建立成長的階段中。近年來，全球貿易經濟加速全球化，跨國企業無不把握市場脈動，提早卡位捷足先登。台灣的企業也由製造、貿易、行銷到服務的轉型過程，提升自有品牌的附加價值，以便在握有許多產品的供應鏈優勢上，建造一條更順利又長遠的成長到路。尤其在高科技的資通訊產品，台灣有具有重要的全球地位。從代工到研發創新的轉變，使台灣的品牌，在激烈的全球化競爭下，已漸漸戴上的一道光環，那就是市場價值。 當進入到世界市場的行銷競爭時，如何掌握客戶的行為模式，達成最佳的產品最終使用者滿意度，往往過去都將焦點注目於消費性產品的市場研究居多，較少投入產業性產品與服務的研究，而對於以資通訊產品占出口相當大比例的台灣廠商，若能進一步研究探討各國產業市場的行為模式，相信對於產品的研發設計有所助益，並將擴大在全球市場的成長機會。 在拓展全球市場的同時，如何在起步較晚的狀況下，超越歐美、日本的國際企業，開創出新一代的優勢競爭模式，取得市場先機，強化企業組織效能，網羅培育各地人才，提供滿意的顧客服務品質，創立長遠的品牌價值。在Ben Q併購西門子的經驗，莫不是台灣企業整體的學費成本，在國際化的競合腳步快速邁向前的科技網路時代，如何培養更多的國內外人才來迎接這個台灣優勢，順利去延展我們的國際市場，相信對於國際市場的研究，台灣應該有更多的用心與重視。今年初，在美國航空公司JetBlue的誤點意外，對客戶滿意度造成衝擊的案例，引起媒體大眾和政府的關注，這對於在國際上正在開疆闢土的台灣企業，應該引以為戒，並在相關的國際市場顧客行為研究，應該同時給予相對的投入與支持。 吾人希望藉對於資通訊服務業在國際市場的客戶滿意度比較研究，探討相關在產業市場對科技服務的客戶行為，同時選擇一個全球型的國際企業，並且擁有各國子公司的資通訊科技的系統整合服務業者進行相關的個案研究，而調查訪談的對象，屬於跨國企業(MNCs)的經營模式超過一半，分布於不同產業。考慮如何透過提供資通訊的科技軟硬體產品與服務，經由銷售、解決方案、諮詢、設計、專案管理、安裝建置、維護到客服服務的各項服務功能，對於亞太地區13國家200個的主要客戶，進行客戶滿意度的調查和研究。預期從這些相關的分析探討，深一層比較研究各國的客戶在滿意度是否有差異？而藉此訪談的過程，收集分析影響客戶滿意度的因素為何？ 本研究共計分為五章，包含第一章 緒論、第二章 文獻探討、第三章 研究方法與架構、第四章 資料分析和第五章 結論與建議。期望這份研究，對於個案公司、相關業者和後續學術研究，都能提供一定的幫助。 / Today, the rapid movement towards globalization has forced enterprises in Taiwan to transform from manufacturing, trading, and marketing type of business model to a more services oriented one. During the process of transformation, enterprises realize that increasing the value of private brand could bring them more competitive advantages in the supply chain, and ultimately create the market value which allows them to stand out in the severe competition of the global marketplace. In recent years, customer satisfaction has become an important index to evaluate whether a product or commodity is being successful in the market. However, not many researches are focusing the satisfaction studies of the services or products provided by the Information and Communication Technology (ICT) industry. As Taiwan has been the major export country of ICT products, a case study in the Asia Pacific market will help us understand more about the industry and provide more insights for Taiwan companies. The paper will use a multinational company in the ICT industry to examine the key factors that impact the client satisfaction survey. Result shows that the gap between clients’ perceptions and expectations of service quality will vary based on products, services, level of usage, personal experience and organization. This fulfils the concept of P.Z.B. model and the theory of DeLone and McLean model of information systems success. Also cultural difference plays a significant role in the survey result and could lead to diverse interpretation of service quality. It is hoped that this paper could be a reference for ICT companies in Taiwan to understand clients in different countries, making them to gain better market value in today’s competitive global market.

Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...

The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.