Thesis (Ph. D.)--RMIT University, Melbourne, Australia. / "November 2005." Title taken from title screen (viewed October 5, 2007). Includes bibliographical references (p. 150-158) and appendices.

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.

The purpose of this study was to evaluate the value differentiation in the polymer industry in South Africa by rating the polymer customers’ experience in this regard. This study is important in the light of increasing polymer competition worldwide. No records of similar studies in this industry in South Africa have been found. As such this study could make a contribution that could spur polymer manufacturers and suppliers in improving their competitive advantage by offering value-added services to enhance the customer experience and, as a result increase customer satisfaction levels. The type of research conducted was a descriptive research applying the quantitative research methodology. The non-probability quota sampling method was employed. The study population consisted of a select group of customers from a South African polymer manufacturer and supplier. A questionnaire was e-mailed to the select group of polymer customers, many of whom purchase polymer locally and abroad. A response rate of 74% was obtained from a sample of 68 customers approached. The survey results show statistically that a positive satisfaction level was attained, but also highlighted some areas where certain value drivers such as company image, supply and distribution, and information lack attention. Polymer suppliers could gain the competitive advantage by focusing on the drivers that many customers value to ensure that customer satisfaction levels are sustained or improved on. More importantly, polymer suppliers should focus on the low scoring satisfaction levels recorded from the survey, from which they could build by enhancing the total value proposition. Limitations of the study were identified. Recommendations for future research were made. / MBA, North-West University, Potchefstroom Campus, 2014

The purpose of this study was to evaluate the value differentiation in the polymer industry in South Africa by rating the polymer customers’ experience in this regard. This study is important in the light of increasing polymer competition worldwide. No records of similar studies in this industry in South Africa have been found. As such this study could make a contribution that could spur polymer manufacturers and suppliers in improving their competitive advantage by offering value-added services to enhance the customer experience and, as a result increase customer satisfaction levels. The type of research conducted was a descriptive research applying the quantitative research methodology. The non-probability quota sampling method was employed. The study population consisted of a select group of customers from a South African polymer manufacturer and supplier. A questionnaire was e-mailed to the select group of polymer customers, many of whom purchase polymer locally and abroad. A response rate of 74% was obtained from a sample of 68 customers approached. The survey results show statistically that a positive satisfaction level was attained, but also highlighted some areas where certain value drivers such as company image, supply and distribution, and information lack attention. Polymer suppliers could gain the competitive advantage by focusing on the drivers that many customers value to ensure that customer satisfaction levels are sustained or improved on. More importantly, polymer suppliers should focus on the low scoring satisfaction levels recorded from the survey, from which they could build by enhancing the total value proposition. Limitations of the study were identified. Recommendations for future research were made. / MBA, North-West University, Potchefstroom Campus, 2014

Thesis (Ph.D.)--University of Western Australia, 2008.

Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines industry too. As a result, many airlines have transformed their marketing strategies, especially with regard to service quality, in order to compete efficiently in the global market. The marketing literature has introduced models of service quality, e.g.: SERVQUAL and AIRQUAL to help organisations measure and enhance customer experiences. SERVQUAL has been extensively researched and applied in many industries. Similarly, AIRQUAL, a model for the airline industry, has been developed but applied only in Cyprus. Moreover, the AIRQUAL scale lacks validity, as its development process is incomplete. This research, therefore, adapted 30-items of AIRQUAL and assessed and validated this revised scale. The validated scale was then applied to the airline industry of Saudi Arabia. Further, a comprehensive model is proposed, where the impact of the validated scale of service quality is tested with its impact on customer satisfaction, attitudinal loyalty, word of mouth, repurchase intentions and complaining behaviour. The assessment and validation process is divided into two main stages: first, qualitative; where four focus group interviews were undertaken that generated 46 items for the adapted scale. These items describe the perceptions of airline customers regarding service quality and were classified on the bases of the scheme proposed by Parasuraman et al. (1988). Second, a three-phase two sample, quantitative, research was performed to derive a validated 30-item scale comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Further, the improved scale was tested in a new market (Saudi market) in order to assess the service quality of Saudi Airlines. A total of 500 self-administered questionnaires were distributed among airline customers. The returned questionnaires underwent thorough screening and cleaning. The reliability of the scale was tested through Cronbach’s Alpha, followed by exploratory factor analysis (EFA), which emerged with five dimensions. The content, convergent and discriminant validities were established. Further scale confirmation was conducted on a sample of US airline passengers. Finally, the proposed model with nine hypotheses was tested, which resulted in statistically significant results for all the proposed hypotheses.

This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.

Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.

This study is an in-depth investigation of the factors that affect store brand purchases. It aims to help both retailers and manufacturers predict store brand purchases through an improved understanding of the effects of three latent variables: customer satisfaction and loyalty with the store; which is expressed through word-of-mouth; and trust in store brands. An additional aim is to explore variations in the level of store brand adoption and the inter-relationships between the selected constructs. Data was collected through a telephone survey of those responsible for household grocery shopping, and who shop at the nine leading grocery retailers in Greece. A total of 904 respondents completed the questionnaire based upon a quota of 100 respondents for each of the nine retailers. Data were analyzed through chi-square, analysis of variance and partial least square. The proposed model was tested by partial least square path modeling, which related the latent variables to the dependent manifest variable: store brand purchases. The findings provide empirical support that store brand purchases are positively influenced by the consumers’ perceived level of trust in store brands. The consumer decision-making process for store brands is complex and establishing customer satisfaction and loyalty with the store does not appear to influence store brand purchases or the level of trust in the retailer’s store brands in the specific context under study. Consequently the most appropriate way to influence store brand purchases in the Greek market is through increasing in the level of trust in the retailer’s store brands. It is suggested that retailers should therefore invest in trust building strategies for their own store brands and try to capitalize on their brand equity by using a family brand policy. Theoretical and managerial implications of the findings are discussed and opportunities for further research are suggested.