The Determinants Of Customer Satisfaction Essay - 1864 Words

In this section, it is noted that researchers gain knowledge based on observation and experimentation. Using the determinants of customer satisfaction like service quality, customer perception, customer experience, customer awareness, customer compliance process and customer trust and confidence, we have presented the empirical evidence which many researchers have discussed on the concept of customer satisfaction within the financial sector as well as in a regulatory environment in some cases. Service Quality Johnston and Kong (2011) defined service quality using two perspectives; operational service quality and customer perceived quality. In their study, they noted that operational service quality is the operation’s assessment of how well the service was delivered to its specification as defined in operational procedures, training manuals while customer perceived quality is the customer’s judgement of the quality of the service; their experience and the perceived benefits when in comparison to their needs and expectations. Othman and Owen (2001) conducted a study about customer satisfaction in Islamic Banks by using the service quality model. Their study used a survey of 360 customers selected by the Systematic Random Sampling. Using CARTER model scale, their results suggested that customer satisfaction in Islamic Banks should be measured through the proposed thirty-four (34) items instead of reducing it into the original number of SERQUAL’s five dimensions and theirShow MoreRelatedThe Determinants Of Customer Satisfaction3479 Words   |  14 Pages â€Å"THE DETERMINANTS OF CUSTOMER SATISFACTION IN STATE BANK OF PATIALA, PUNJABI UNIVERSITY, PATIALA BRANCH† A SYNOPSIS SUMITTED TO THE SCHOOL OF MANAGEMENT STUDIES DEPARTMENT OF MBA, PUNJABI UNIVERISTY, PATIALA FOR THE DEGREE OF MASTER OF BUSNISS ADMINSTRATION SUBMITED TO: DR. APAR SINGH BY: ABDI AHMED Roll .NO; 130423542 PATIALA, PUNJAB, INDIA Read MoreFactors Influencing Customer Satisfaction890 Words   |  4 Pages| BB11170684 | | 1.0 Research Topic Factors that affect customer satisfaction in the hotel industry. 2.0 Research Background The English word â€Å"hotel† derives from the French word hà ´tel (coming from hà ´te meaning host). 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