During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer satisfaction has not been widely studied. Based on expectation-disconfirmation theory, this study analyzes the effect of online reviews on customer satisfaction. A set of six hypotheses were proposed and tested by using a controlled experiment. A total of 278 usable responses were obtained from a sample of college students from a major Midwest US university. Five of the six hypotheses were supported. Results indicated that expectations and perceived performance are significant predictors of disconfirmation. They also indicate that disconfirmation is a significant predictor of satisfaction. Regarding the effect of online reviews on satisfaction, results showed an indirect effect of online reviews on satisfaction mediated by expectations and disconfirmation. Results have implications for research and practice. For research, results help to increase the understanding of customer expectations formation in online settings. For practice, results give advice to sellers about how to increase customer satisfaction.

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Abstract “Customer Satisfaction” has many dimensions. The purpose of this research is to explore these dimensions briefly (using the Service Value Chain concept) and to determine the fundamental drivers of success in customer satisfaction from the perspective of a service organisation. Employees proved to be the pivotal element influencing the outcome of customer satisfaction, as they influence organisational behaviour, customer experience and business profitability. The outcome of the research also promotes the idea that organisations need to become customer - orientated, which requires organisational cultures to change. “Nuclei Drivers of Success in Customer Satisfaction” 3 Two noteworthy results were obtained from this research, which is viewed by the author as a significant contribution to the Service Value Chain. The two specific findings are the empirical evidence in the results of the relationship between Staff Defection and Customer Satisfaction and the relationship between Customer Satisfaction and Organisation Profitability.

Abstract “Customer Satisfaction” has many dimensions. The purpose of this research is to explore these dimensions briefly (using the Service Value Chain concept) and to determine the fundamental drivers of success in customer satisfaction from the perspective of a service organisation. Employees proved to be the pivotal element influencing the outcome of customer satisfaction, as they influence organisational behaviour, customer experience and business profitability. The outcome of the research also promotes the idea that organisations need to become customer - orientated, which requires organisational cultures to change. “Nuclei Drivers of Success in Customer Satisfaction” 3 Two noteworthy results were obtained from this research, which is viewed by the author as a significant contribution to the Service Value Chain. The two specific findings are the empirical evidence in the results of the relationship between Staff Defection and Customer Satisfaction and the relationship between Customer Satisfaction and Organisation Profitability.

As the develop of economic in Taiwan, the working pressure increasing, people pay more and more attention to their leisure time than before, and they also want to find the balance point between the work and life. Based on the limitation of suitable place and working time in a city, it¡¦s not very easy to find a place to have a relaxation, that¡¦s why the entertainment industry growth up in the city. To keep the competition, the entertainment industry needs to take care the feeling of customer and also make the customer keep expending, the research will focus on the working process in entertainment industry, and try to find the important factors which can influence the customer satisfaction. Described the research results below. 1. Well communication: Before the new system be deployed, it is very important to communicate with all employee well, no matter how open the organization and culture is. The more that the manager understand the system, the earlier that the employee will accept, so the managers play key role for communication effectively. 2. Managing information technology system construction: Integrated information technology system will not only combine the information which from the front end and back end, but also improve the information exchange. 3. Managerial policies: No matter the communication process or information technology system construction, the organization need to build up a suitable environment for new policy, such as, provide training course for new system, increase the performance indicators.

Summary This study is base on Gudeng Precision Cooperation as the research example , applied questionnaire & interview methods for case study . This purpose is to discuss the the influences of customer satisfactions concentration from creative service & customer relationship management and provide suggestions. This research combines -- creative service , customer relationship , customer satisfaction concentrations and royalty ¡V 4 kinds of scales as the questionnaires . Then to investigate Gudeng¡¦s customers & vendors by the combined questionnaire. We collect 73 semiconductor on line engineers / leaders¡¦ feedback , use Spss14.0 for Windows to do the statistic analysis . By the methods of Descriptive Statistics , ANOVA , Pearson correlations & Multiple Regression Analysis , the hypothesis tests are as below: 1. Creative service & customer satisfaction concentrations has obvious correlations , up to high correlations: 0.845. When customers are better aware of the creative service , the customer satisfaction concentrations will get higher. There is 70.9% explanation ability in statics. 2. Creative service & customer royalty has obvious correlations, up to middle correlations: 0.594. When customers are better aware of the creative service, the customer royalty will get higher. There is 34.2% explanation ability in statics. 3. Customer relationship management & customer satisfaction concentrations has obvious correlations, up to high correlations: 0.762 . When customers are better aware of the customer relationship management, the customer satisfactions will get higher. There is 57.5% explanation ability in statics. 4. Customer relationship management & customer royalty has obvious correlations, up to middle correlations: 0.566. When customers are better aware of the customer relationship management, the customer royalty will get higher. There is 31% explanation ability in statics. 5. Customer satisfactions & customer royalty has obvious correlations, up to high correlations: 0.703. Base on statistic conclusions & interviews , this research provides 5 suggestions to Gudeng Precision Cooperation as below : 1. Enhance the speed & flexibility of creative service, especially focus on the research & development parts. 2. Emphasize the content of creative service, such as internet purchase order system & query function of production procedure. 3. Increase the reaction between sales , administration team and customers. 4. Develop new generation products , such as 18 inch wafer delivery equipments. 5. Adjust sales strategy , and focus on promotion activities. Keywords¡GCustom product, Creative service, customer satisfaction, customer satisfaction concentrations, customer royalty

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The thesis focuses on customer satisfaction. The objective of the theoretical part is description of basic terminology and key areas related to customer satisfaction. The term customer is defined in detail including his importance for the company, and especially importance of customer satisfaction . The thesis describes methods used for measuring customer satisfaction, analysis of the satisfaction and also analysis of lost customers. There is short description of the company where the customer satisfaction was measured. The research was designed as mixed. The quantitative research is based on satisfaction survey with 179 respondents. This research is then followed by qualitative analysis based on comments caprured in service Heureka. There are recommendations provided based on the results of the research in order to improvement of the customer satisfaction. The recommendations include change od services and also change of the customer satisfaction survey.

The Master’s thesis is focused on the customer satisfaction with support centre of the company Zebra Technologies. Based on analysis of the current state is selected critical site to be resolved by available resources. The Master’s thesis proposes possible approaches to solving this critical site based on the theoretical basics of quality management in enterprises.

This thesis deals with the problem of analysis of customer satisfaction measurement in company Česká pojišťovna a.s.. Custom design of the system of customer satisfaction measurement and adjustment of those measures is based on analysis of the current state and theoretical knowledge and will ensure increase of customer satisfaction.