Advancement in information technology has influenced various aspects of human lives. The penetration of information technology is likely to increase in future. Therefore, it is imperative that one should be aware of the factors, which encourage or discourage customers towards use of information technology and related products and services. With reference to e-commerce, organizations should analyze preferences of consumers in mobile-commerce environment and based on their findings, should adjust their product or service accordingly. The current research was based on the future research areas highlighted by Pantano and Priporas (2016) and covered the limitations of their study using a larger sample (150 customers) using the context of Pakistan. Shahid et al. (2015) Highlighted that mobile-phone industry of Pakistan is one of the vibrant industries of the world. The mobile-density of Pakistan is one of the highest of Asia. The findings of this research revealed different dimensions of independent variables. For perceived ease of use, these dimensions were understandable and easier for one to become skillful in using MBA. Likewise, for perceived usefulness, these dimensions were opportunity of processing more banking transactions and always available. Further to this, for innovativeness of user, these dimensions were being an unconventional person, prefer to experiment new things in life and prefer to obtain information about new products. Likewise, for design of application, these dimensions were using MBA is secure, using MBA has a pleasant experience on my mood, easier to navigate MBA, can customize MBA according to my needs and MBA gives me an opportunity to compare charges with competitors. Finally, for finance cost these dimensions were using MBA saves transportation cost, to and from stores and using MBA saves time of visiting Bank. In addition, this study helped in identification of relative importance of different independent variables on the dependent variables. It was revealed that perceived usefulness is the most influential factor which influences future usage intentions of the people whereas design of application is least influential factor. Likewise, finance cost and innovativeness of users are also important factors. It was suggested that MBA providers should focus on female segments as well, create awareness of MBA among older people, provide MBA in native language, and focus on promoting MBA using different dimensions such as perceived usefulness and cost efficiency. Moreover, this research contributed to previous research in various forms including identification of important dimensions of select variables as well as relative importance of perceived ease of use, perceived usefulness, innovativeness, design of application and cost. Researcher identified various research limitations. Future researchers should overcome these limitations.

This paper is aimed at understanding a luxury product’s value. The luxury market is a really special market, with different rules and a different logic than other markets. Customers are not only looking for useful or efficient product, but for quality, scarcity and well-valued products. Noriaki Kano and its studies on a product’s characteristics allows us to understand widely the customer’s satisfaction. However, in the luxury market, this satisfaction seems to be more complicated to implement. A Micro economic analysis of the luxury market helps us to understand specificities of the market, and ways to improve a luxury product’s value.

As the take-off of ROC Economy and development of living quality of Taiwanese residents, Ministry of National Defense also began to focus on military benefits as governance emphasis, which also turned out an efficient way for each commanding officer to lead their troops. As foregoing, ROC Armed Forces widely establish Armed Forces welfare station in troops, providing variety of living necessity to soldiers. They may focus on army operational readiness training and be comfortable for living. Armed Forces welfare station unites several services and distributes daily necessity in military camp, including laundry, tailoring, hair-cutting, photo-developing, seal-engraving, dining, etc. It was hosted by Armed Forces in the beginning. Until 1998, the ROC Armed Forces supplied special fund to Armed Forces welfare station; all the operations are fully outsourced in order to increase efficiency and service quality. This study will target the personnel in Naval Recruit Training Center(NRTC) as questionnaire¡¦ samples and explore the service quality and customers¡¦ satisfaction of Armed Forces 503 welfare station. The correlation of the samples in this study is adapted to Parasuraman¡]1988¡^and ¡§Customer Satisfaction and Customer Experience¡¨ of Zeithaml & Bitner¡]2000¡^This study will be evaluated the service quality to the laundry section of Armed force 503 station with SERVQUAL framework and SPPS statistical program; analyzed valid questionnaires and explored the vivid interrelationship between service quality and customers¡¦ satisfaction. Excellent service quality may advance customers¡¦ satisfaction.

The main topic of this thesis is to study the connection between Service Supply Chain Management (SSCM) and Customer Satisfaction (CS). The study is based on the factors of SSCM for receiving CS and its implementation.One of the major contributions to the connection between SSCM and CS has been the awareness to flexibly and efficiently manage logistics and deliver to the end user in time and at the same to achieve an increased brand image/reputation for the company. SSCM is an essential part of a company's inventory management and it's supply chain. On the other hand, CS is an integral part of a business as making consumers content and meeting their requirements is crucial for a business' survival. SSCM and CS are inextricably linked.In this thesis, Walmart has been used as the case for the authors to carry out the research. Because of the unique feature of the Chinese retail market, the Chinese retail market has been also discussed as the business background of Walmart. The first-hand data has been offered from interview by E-mail and social website to the staff of Walmart and 90 feedbacks of questionnaire. The literature review and qualitative analysis have been used to analyze the case for research. The importance of SSCM in dealing with CS and its implementation has been explored in this thesis.

Theoretical studies posit that marketing strategies increases customers’ satisfaction and loyalty and decreases the systematic risk of the company’s stock. Many variables such as size, book-to-market and others, which have no special standing in asset-pricing theory, show reli-able power to explain the cross-section of expected stock’s returns. By adding customers’ sat-isfaction to one of them, this research involves discovering the relationship between custom-ers’ satisfaction and stock’s returns systematic risk, if any, by conducting a panel data analy-sis of seven banks in Sweden, Denmark and Norway through the period of year 2002 – 2011. The results verify a significant negative relationship between customers’ satisfaction and stock’s returns systematic risk.

The inspection (verification) or Certification firm is to utilize professional specialist, technology and equipment, standing on an independent¡Aimpartial and objective position to conduct inspection, testing and assessment on the quantity/quality of commodity, performance of machinery and components, and implementation of the established quality system, then provide the supplier/buyer and stakeholder with certificate or report for fulfilling the contractual obligation or commitment made in the trade transaction activities. The inspection and certification are playing the role of pioneer in the process of technological development, and they are also one of the necessary pusher for business and industrial enterprises to achieve the target of enhancing product quality¡A obtaining international accreditation and increasing international competence. In the current society of free trade and free economy, the inspection or certification firms, along with the consumers¡¦ awareness and the drastic competitions among inspection or certification industries, facing the daily increasing competition and consumers¡¦ demanding, should make research of how to adopt an appropriate competitive strategy, to look for the market niche, to enhance service quality, to understand customers¡¦ real needs and customers¡¦ satisfactions so as to broaden service scopes and customer groups for the purpose of accomplishing the objective of building the firm to last forever. - iii - This study is to explain the characters, current status and outlook of the inspection or certification industry, and to analyze the development history, performance and achievement of SGS Group in Taiwan - the world leader of verification, testing and certification organization. By employing the industry analysis method addressed by Porter and the SWOT analysis for Strength, Weakness, Opportunity and Threat, we discussed the effect of ¡§five forces¡¨ on SGS Taiwan¡¦s business strategy, the correlation of service quality and customers¡¦ satisfaction, and currently its implementation of the managing tools of Balanced Scorecard and ISO 9001 quality management system. In summary, we have derived the Key success factors for the inspection or certification industry, and submitted suggestions of strengthening business model and management strategy for other inspection or certification firms as reference and benchmark enabling them to provide best and integrated services for the business and industrial enterprises in Taiwan who are pursuing quality. Key words:Inspection, Verification, Certification, Business Strategy, Service Quality, Customers Satisfaction.

Universidade de Taubaté / This dissertation intends to address of the competitive disadvantage between the commercial center of downtown Taubaté and the only shopping mall of the city. For this it purpose a strategic plan was worked out (or devised) which could be used by the small companies of the downtown area to help them satisfy their customers in order to revert the disadvantage that now occurs. So, the object of this work is the elaboration of a competitive plan for customers satisfaction, based on a real need noted by small managers, which is the lack of large safe area which would work as parking lot for vehicles of customers who use the central region of the city. To do this work, a bibliographical-documental method was used, which through the investigation of documents, tried to verify the viability of the use of the concepts of strategical planning and the customers satisfaction, as a way to satisfy the unmet needs of customers, because it was noted that the underground region of the Dom Epaminondas square supports the strategical requirement and the engineering requirements to reach the objectives. / Esta dissertação trata da desvantagem competitiva entre o centro comercial de Taubaté e o único shopping da cidade. Para isso, formulou-se um planejamento estratégico que pudesse ser utilizado pelas micro e pequenas empresas da região central de modo que elas consigam meios para satisfazer seus clientes e reverter a desvantagem ora percebida. Portanto, o objeto deste trabalho é a formulação de um planejamento competitivo de satisfação dos clientes, com base numa necessidade real percebida pelos micro empresários: a falta de um local amplo que possa, com segurança, servir de estacionamento para os veículos dos clientes que se utilizam da região central da cidade. Na consecução deste trabalho, utilizou-se o método bibliográfico-documental, para, por meio de documentos, inferir a viabilidade da utilização dos conceitos de planejamento estratégico e de satisfação dos clientes para solucionar o caso pesquisado. Verificou-se, com a pesquisa, a viabilidade da proposta que objetiva construir um estacionamento na região central da cidade como forma de atender aos desejos não satisfeitos dos clientes, e observou-se que a região subterrânea da praça Dom Epaminondas atende aos requisitos estratégicos e de engenharia para os fins propostos.

The thesis considers marketing research in company PLYNY JEHLÁŘ Ltd. The aim of this thesis is to identify the rate of customers satisfaction with offered products and services. Theoretical part is concerned with new theoretical pieces of knowledge in the marketing field and its research. The thesis includes finding marketing research which shows weak and strong points of the company. On base of this research the, company will formulate future plans for its development.

The thesis is target on the analysis of quality management in the company LABARA, s.r.o. There is described the methodology of quality in general and in context of customers satisfaction, which is subject of the theoretical part of this thesis. The practical part is target on suggestion of the evaluation system of customers satisfaction, on the interpretation of information and proposes for improving cutomers satisfaction.

Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.