Browsing by Author "Chanita Jiratchot"
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ItemCustomer satisfaction and word of mouth towards online taxi providers: a case study of Grab and UberThe first objective of this research is to analyze the main factors influencing customer satisfaction,including service quality, self-service technology,and price. Without any one of these factors, the customers might not fully be satisfied with the services of the online taxi providers who are the focus of this case study. The second objective is to examine the relationship between customer satisfaction and word of mouth perceptions. Yamane’s theory is used to determine the sample size. Reliability and Factor Analysis have been tested. The results found are based on a questionnaire,the respondents being GRAB and UBER taxi users who live in Bangkok and provinces nearby. The research hypotheses are related to factors that would lead to Satisfaction and Word of Mouth, and include demographics.The two companies should focus on these satisfaction factors to increase their service quality. The younger customers tend to perceive Assurance and Self Service Technology as higher than do the other age groups. However, the companies should also focus on the older generation of customers which perceive less satisfaction than the younger customers. Also, these companies should focus more on customers who pay by cash,as this group perceive satisfaction lower than customers who pay by credit card or other methods such as Grab Pay.Moreover, the companies should use safety as their strength,because younger customers and customers who use the service at night,perceive the highest satisfaction. The platform of digital
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ItemThe effect of the 7Ps of the marketing mix on air freight customer satisfaction and repurchase intentionThe purposes of this study were to explore the relationship between the marketing mix's 7Ps (product, price, place, promotion, physical evidence, participants/people, and process) and customer satisfaction, and then customer satisfaction's relationship to customer repurchase intention for air freight services. Questionnaires were utilized in this study. Data were analyzed using SPSS software to analyze all hypotheses. As a result, hypotheses on product, promotion, physical evidence, participants/people and customer satisfaction were supported, whereas price, place and process were rejected. The focus company, a freight forwarder, can use these results to understand the shortcomings of their business, in terms of the marketing mix's 7Ps, in order to better their customer service, improve customer satisfaction, and increase customers' repurchase intention.
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ItemFactors affecting patient satisfaction in public Hospitals in BangkokCustomer satisfaction is an important parameter for assessing the quality of patient services. There is a need to assess public hospitals because they are important providers of services to patients, whose satisfaction is important. This study examined the relationship between service quality and the resultant customer satisfaction as experienced by patients. This led to an examination of the relationship between that satisfaction and patient loyalty. The research methodology consisted of a quantitative analysis where the SAS program was used for analyzing data from a questionnaire survey,using Multiple Regression Analysis, Independent Sample T-Test and One-Way Anova. The survey involved 484 respondents who were out-patients in six Bangkok hospitals.The result showed that service quality and its eight aspects did have a relationship which produced a significant effect on patient satisfaction. The research finding showed that the most important factors of customer satisfaction were perceived price fairness and waiting time.The analysis also revealed that seven demographic factors, such as gender and age, acted as moderating variables which had an effect on customer satisfaction. The majority of the patients were female between 26 –35 years who emphasized perceived price fairness, waiting time, service personnel behavior (service quality) and personnel communication.The return to a hospital for treatment was dependent on the medical service quality, the cost of medical treatment,and the waiting time. The findings of this research recommended that public hospitals should enhance customer satisfaction, and could improve the service even further, especially in terms of communicating to staff the need for faster service to reduce waiting time.
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ItemInfluences of Destination Image on Thai Students’ Perceived Value and Travel Motivation on the Work and Travel Program( 2015) Nucharee Supatn ; Chanita JiratchotWork and Travel is known as a program that brings students to work abroad during summer session. As the program is operated by the private firms, students' perception and reaction on the program are important in term of the prediction on the sustainability of the business. This research aims to study the relationships between destination image, perceived benefits and perceived monetary and non-monetary cost,which are time, effort, and possible risk, on perceived value and travel motivation. Questionnaire suvery was designed where 351 sets of data were collected from the Thai,forth-year students of a University. The results indicated that destination beliefs and perceived benefits affected both perceived value on the program and travel motivation while non-monetary costs affected perceived value on the program and affective destination image and monetary costs affected travel motivation to join with the program.
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