Browsing by Subject "Customer satisfaction"
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ItemAction research of goal-setting as ODI to improve employee motivation, engagement in Thai CCTV, ThailandThis study intended to answer the question of how to make Thai Central Chinese Television Group (Thai CCTV) profitable while improving customer satisfaction? The study investigations were through observations, interviews, and analysis of primary data from employees, suppliers, cable TV owners with total of thirty-three participants. In particular, the main research questions encompass as: 1) What is Thai CCTV’s current situation on employee motivation, employee engagement, operational excellence and customer satisfaction? 2) What ODI techniques can be implemented/ applied to increase the level of employee motivation and to increase the level of employee engagement? 3) Are there any differences between pre and post OD intervention on the level of employee motivation and employee engagement? 4) Are there any differences between pre and post OD intervention on the level of operational excellence? 5) Are there any differences between pre and post OD intervention on the level of customer satisfaction? The study used open-ended interview questions and qualitative approaches to conduct interviews during diagnosis, pre- and post-intervention and compare the results before and after the intervention. The findings reveal that the participants were unanimous in belief that goal setting plays a significant role which influenced employee motivation, employee engagement, operational efficiency and customer satisfaction.
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ItemThe antecedents and consequences of conspicuous consumption of luxury fashion goods in a social media platform( 2018) Wanwisa Charoennan ; Huang, Kai-PingThe purpose of this study was to examine the influences of social media usage, key opinion leaders (KOLs), self-image congruency, and materialism on conspicuous consumption, as well as how conspicuous consumption had an impact on happiness with a purchase and satisfaction with luxury fashion products in a social media platform. The literature review suggested that conspicuous consumption was accelerated over a social media platform and by the role of KOLs because they promoted the favorable self-expression through a product consumption that exhibits an image that was congruent with an individual’s ideal self-image. The literature also implied that a materialistic consumer was likely to engage in conspicuous luxury consumption. Regarding its consequences, a happiness with a purchase and a satisfaction with a product were likely to be associated with conspicuous consumption. The literature in this study provided a more holistic comprehension of conspicuous consumption by incorporating both influential factors and potential consequences, and can be referred to in developing more efficient advertising and marketing activities.
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ItemAntecedents and consequences of customer satisfaction and loyalty: an empirical study of popular cafe in Mandalay, MyanmarThis research aims to examine the factors influencing customer satisfaction and loyalty towards the popular cafe in Mandalay, Myanmar. The researcher applied the factors, including perceived customer to employee interaction, perceived service quality, and perceived value. The sample size of this study is 400, and questionnaires are distributed at Mingalar Mandalay Complex. In this study, the researcher applied non-probability sampling methods, including purposive and convenience sampling techniques. The researcher also used the five-point Likert scale, designed as research instruments. To test the hypotheses, the researcher used both simple linear regression and multiple linear regression to analyze and calculate the data. Based on the research finding, the researcher found that perceived service quality significantly influenced perceived value and perceived customer to employee interaction, and perceived value significantly influenced customer satisfaction except for perceived service quality. Furthermore, perceived value and customer satisfaction significantly influenced customer loyalty.
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ItemA comparative study on the importance of customer orientation of frontline employees in the service industry( 2019) Papali, Andre Solomon ; Chittipa NgamkroeckjotiThis research aims at finding a measurement system for companies to successfully measure their customer orientation. The research methodology adopted here would help companies to completely measure their customer’s outlook and to successfully integrate necessary changes to their internal structure.
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ItemCross-cultural study of Western and Thai subway' s passengers perception, overall satisfaction and consumer behavior( 2009-11) Sirion ChaipoopirutanaThe performance of the company service is an important issue for operative business activities. It effects in different levels of customer satisfaction, consumer behavior, and may affect different cultures. The objective of this study is to examine the different cultures and also, the relationship between perceived service quality, overall satisfaction, and consumer behavior. The data was collected from 200 Western, and 203 Thai respondents using the SERVPERF, overall satisfaction, and consumer behavior survey instruments. This study found that perceived service quality, and overall satisfaction between Western and Thai customers were significantly different whether when determined by five dimensions or not but there was no significant difference in consumer behavior between Western, and Thai customers. Also, the results showed that there were significant relationship between perceived service quality and overall satisfaction whether by segment or not by the different cultures, and the results of the analysis of user behavior indicated that there was a relationship between overall satisfaction and frequency of MRT use except for Western customers. For hypotheses ten and eleven, there were no relationship between overall satisfaction and the main purpose of MRT users except that Western of passengers in hypothesis eleven.
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ItemCustomer perceived value, satisfaction, and behavioral intentions in the logistics industry : a case study of ABC Express Worldwide (Thailand) Co., Ltd.(Assumption University, 2012) Boonthida Ratanavilaikul ; Assumption University. Martin de Tours School of Management and EconomicsToday, customer satisfaction is a key driver of many favorable intentions and behaviors linked to increased profits, lower operating expenditures, and business success, making it the focal point of business operations. To achieve high level of customer satisfaction, perceived value has been introduced as a mean of creating a competitive edge over the competitors by incorporat~ng customers' needs and wants into strategic practices. The objectives of this research were to identify the key value dimensions consisting of service quality, price and time & effort that act as the significant antecedents of customer satisfaction, and also to trace the resulting consequences of satisfaction in the forms of intentions to repurchase and to engage in positive referrals towards the firm as reflections for customer retention and new business acquisition. The research samples were 403 medium-sized customers of ABC Co., Ltd. from total population of 2,818 customers. A self-administered questionnaire was used as a mean for data collection. The data was gathered via phone interviews and emails during January 15, 2012 to February 29, 2012. SPSS was applied to analyze the relationships among the hypothesized variables. The findings suggested four dimensions of service quality (availability, reliability, completeness, and professionalism) and monetary price to be significant predictors of customer satisfaction. In addition, the sig- nificant influences of customer satisfaction on repurchase intention and word-of-mouth have been confirmed. The research results have provided implications for service providers to understand and deliver the right value to the customers, and then become successful as existing customers could be retained and new business opportunities could be attracted.
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ItemCustomer Satisfaction Affecting Behavioral Intention to Repurchase at Fast Food Restaurant in Bangkok, Thailand( 2016-06) Pronthip Praiwan ; Sirion ChaipoopirutanaThe objective of this research is to study factors affecting to behavioral intention to repurchase at McDonald’s in Bangkok, Thailand, while independent variables are perceive value, restaurant image, food and beverage quality, service quality, customer satisfaction and dependent variable is behavioral intention to repurchase. The data was collected by distributing questionnaires to 300 respondents at MBK Center and Siam Paragon branches in Bangkok. The sampling procedure used judgment sampling, quota sampling, and convenience sampling. When data are collected, the researcher will analyze the data by using the Statistical Package for Social Science (SPSS) software. Also the multiple regression and simple regression are used to analyze the relationship among dependent and independent variables based on hypotheses. And the researcher used descriptive statistics to provide percentage and frequency, which is usually used to analyze demographic factors. The result of this research shows that all most of independent variables are influenced on behavioral intention to repurchase, but three two sub-variable are not influenced on behavioral intention to repurchase, which are assurance and employee knowledge and responsiveness of service delivery in term of service quality.
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ItemCustomer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug stores(Assumption University, 2016) Ramnath Srinath ; Assumption University. Martin de Tours School of Management and EconomicsThis research focuses on the effects of customer satisfaction and loyalty at a well-known cosmetics store chain in Bangkok, Thailand: Boots stores. Questionnaires were distributed to collect information from 400 respondents who had received the services from the cosmetics departments of Boots stores. The results show that there is a relationship between customer satisfaction and loyalty. Every dimension of service quality namely responsiveness, tangibility, empathy, assurance and reliability has an impact on customer satisfaction, which can therefore be increased through creating loyalty through every dimension. In addition, there is a relationship between customer satisfaction and relative attitude. If the customers are satisfied with service, they will develop a favorable and positive attitude and this will create repurchase intention in the future, which is customer loyalty.