Store image and customer satisfaction become increasingly important factors in modern retailing - a market characterized by fast growth and intense competition. 7-11, Taiwan; Family-Mart and Hi-Life are already present as the top three in Taiwan retail market. This development will demand even more focus on the relationship between store image and customer satisfaction in order to stay in business and even more to create some new coalitions for future market. Therefore, chain convenience stores have to find a new way how to stand firm under this intense competition. The only way is to strengthen customers' perception through store image and provide the various services and products to satisfy customers' demands than increase customer satisfaction / Thesis (DBusinessAdministration)--University of South Australia, 2005

The aim of this research is to examine the effect of customer satisfaction and switching costs of customer loyalty through an empirical study of the health care and service industry in Taiwan. The significance of the research will affect hospital management throughout Taiwan and academics majoring in the field of customer loyalty and satisfaction. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005

Consumer brand loyalty has been a topic of interest among both academics and business executives in recent times. A business's main concern is how to sell its products and services. With a large number of available alternatives in today's competitive world, consumers generally do not stick to a specific product for life. Advertising and an increased feeling of empowerment might make consumers switch brands as soon as they feel the need to do so. The challenge is for businesses to maintain their consumer brand loyalty. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2006.

This research portfolio consists of three papers that together investigate the intangible returns generated from customer relationship management (CRM) programmes. / Thesis (DBA(DBusinessAdministration))--University of South Australia,

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2003.

Thesis (MBus)--University of South Australia, 2001

Customer satisfaction with the Information Technology Help Desk is the focus of this study. Technology in the workplace has increased exponentially. Therefore customers are more reliant on the Help Desk then ever before. This has raised the importance of the role that Help Desk plays in the functioning of an organisation. The fundamental aim of this study is to answer the questions below; 1. Is dissatisfaction truly present for individual problems, or is it a generalisation or "urban myth"? 2. Which of the five hypotheses are the most significant in causing dissatisfaction amongst customers? The five hypotheses focus on the areas of Communication, Solutions, Service, Knowledge (up-to-date), and Morale. A computer-based survey was used to query the customers. The survey questions linked back to the hypotheses. The customer was given the opportunity to make an optional comment to discover any sensitive issues that the survey did not address. The average "overall satisfaction" rating for the survey suggested the general population is more satisfied then dissatisfied with the services of the Help Desk. From the study I was able to conclude that dissatisfaction is present for individual problems, but the dissatisfied customer only accounts for 8% of the surveyed population. Having proven that customer dissatisfaction is present the next step was to determine the nature of the problem to provide useful information to reduce customer dissatisfaction. Investigating the surveys on the basis of problem category did this. The results indicated that customer dissatisfaction was most prevalent in calls concerning changes made to PCs and server interruptions. Therefore the Help Desk needs to re-evaluate the processes for handling problems of this nature. In contrast customers were most satisfied with assistance for problems relating to desktop software and hardware. Therefore dissatisfaction is not an "urban myth". Of all the five hypotheses, Help Desk morale stood out as producing more satisfaction than any of the other hypotheses including "overall satisfaction". Help Desk morale proved to be significantly different in nature when compared to the four other hypotheses. Therefore the moral of the Help Desk team is a fundamental ingredient for brewing a successful service. Get this wrong and all aspects of the team and the service will decline. The most important influence on "overall satisfaction" was "satisfaction with keeping up with technological change", and the least important factor was "satisfaction with ability to predict problems through good communication". This would indicate an up-to-date Help Desk is more likely to have satisfied customers.

Bibliography: leaves 134-145 and 157-158. / 158 leaves ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Evaluates an intervention in the marketplace. Examines the impact of a loyalty program on brand loyalty in a series of seven studies/replications across two countries and five product categories. Supports the use of Dirichlet norms to assess the impact of marketplace interventions, or at least loyalty initiatives. The comparisons against Dirichlet predictions seemed to work as expected in being able to show the impact, or lack of impact, of these marketing interventions. Provides a methodological and analytical framework for further studies of this kind. / Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 2000?

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2007

Store image and customer satisfaction become increasingly important factors in modern retailing - a market characterized by fast growth and intense competition. 7-11, Taiwan; Family-Mart and Hi-Life are already present as the top three in Taiwan retail market. This development will demand even more focus on the relationship between store image and customer satisfaction in order to stay in business and even more to create some new coalitions for future market. Therefore, chain convenience stores have to find a new way how to stand firm under this intense competition. The only way is to strengthen customers' perception through store image and provide the various services and products to satisfy customers' demands than increase customer satisfaction / Thesis (DBusinessAdministration)--University of South Australia, 2005