This model of customer satisfaction predicts tha the degree of customer satisfaction is dependent on the degree of fulfilment, but is different types of customer expectations. Thus, the purpose of this study is to examine the relationship between service quality and students satisfaction. A study of the factors influencing customer satisfaction. Customer satisfaction levels can be measured using survey techniques and questionnaires definitions. Customer satisfaction is an abstract concept that basically measures the degree to which the products or services of a business meet consumers expectations. Kotler 2003 also defines customer satisfaction as a persons feelings of contempt resulting from comparing a products perceived performance or outcome in relation.
The study was carried out to find out whether there is a relationship between service quality and student satisfaction of private university students in nairobi county. This paper examined the impact of customer satisfaction on customer retention. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Analyzing the relationship between customer satisfaction and. Understanding customer satisfaction is a central objective of organiza. Relating to the literature, the customer satisfaction of international students has become. To study the level of customer satisfaction towards bajaj a project report submitted to the. The relationship between customer satisfaction and service. Customer satisfaction is the perception of the customer that the outcome of a business. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Considering that satisfactory experiences are the most important driver of customer loyalty, customer retention.
Pdf a study examining the students satisfaction in higher. This studys main aim is to investigate the factors which affect students satisfaction or. This study investigated users satisfaction with library information resources and services at the college of health sciences chs library niger delta university, nigeria. Its impact on customer satisfaction and behavioral intentions. The author has come to know that the customer plays a crucial role in customer satisfaction and customer loyalty and is he root of the success. This master thesis represents the final accomplishment in order to graduate with a mas. Customer satisfaction pdf thesis proposal i help to study. Customer satisfaction is equivalent to making sure that product and service performance. In my thesis i will contribute to the main knowledge about students. Around the world generally successful companies main priority is to meet any need which are customers demand regarding their satisfaction points. An empirical analysis by tzuhui kao new zealands tertiary education sector has experienced political refolid, social changes.
Customer satisfaction survey, result analysis and utilization in a global forestry company bachelors thesis 77 pages, appendices 21 pages november 2016 customer satisfaction effects companies longevity, profitability and brand by the repeat buying behavior and good word of mouth due to loyalty. Student satisfaction in a higher education context diva portal. The author has come to know that the customer plays a crucial role in customer. Besides, satisfaction is an indicator of how customers perceive the quality of an offered product or service. Alin sriyam as partial fulfillment of the requirements for the master of arts degree in business english for international communication of srinakharinwirot university. Interrelations between customer buying decision and customer service. Around the world generally successful companies main priority is to meet any need which are customers demand.
The purpose of this study is to investigate if service quality has an impact on customer satisfaction in the public transport industry. A drop in student retention without a compensating enrolment increase affects various customers of higher education universities or institutions. Customer service is important in a business because it can influence. New research on customer satisfaction from harvard business school faculty on issues such as the distinction between understanding and listening to customers, how to determine how much of a ceos.
Abstract of a thesis sublnitted in partial fulfilhnent of the requirement for the degree of m. Customer satisfaction and service quality are one of the basic opportunities which help to. A study of the factors influencing customer satisfaction and. The factors that influence customer satisfaction and customer loyalty are explored. Pdf students satisfaction in higher education literature. This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. About 118 students were interviewed through a survey that was based on higher education service quality. Keywords customer satisfaction, service quality, positive news, student satisfaction, higher. Students satisfaction can be defined as a shortterm attitude resulting from an evaluation of students educational experience, services and facilities. Masters thesis, the graduate school of kumho university, gyeongbuk. Why customer satisfaction customer is the boss of the market. Customer satisfaction on the quality services of one. It is discovered from literature and previous research on relevant theories for this research.
Thesis customer loyalty thesis customer loyalty abstract the. An abstract of a thesis submitted in partial fulfillment. The study established the existence of a significant difference in the dimensions of service quality that influence customer. Abstract of a thesis sublnitted in partial fulfilhnent of the requirement. Impact of customer satisfaction on customer retention. Customer satisfaction in the higher education industry. Company x, 39 pages, 1 appendix saimaa university of applied sciences. An empirical research on customer satisfaction study. Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. The objective was to determine the level of users satisfaction with library information resources and services. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both. Sj ab is used as a case study to investigate the research. Customer satisfaction pdf thesis writing i help to study.
Customer satisfaction pdf thesis proposal its remains noted that feelings can be found within the prepurchase, purchase and publishpurchase phase of interactions. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan. The combined effect objectives the purpose of this study is to expand. I know that it is a time consuming job to write dissertations. A crosssectional study design was conducted on students of the university selected using stratified random sampling technique. It was found that service quality is positively related to student satisfaction and that some of the most important aspects. I had customer satisfaction in restaurants thesis no time to. About 118 students were interviewed through a survey that was based on higher education service quality model hedperf. Earlier it was measured by common satisfaction frameworks but later higher education specify satisfaction models were developed. When examining customer satisfaction, the authors aimed their research at the current state of customer satisfaction as well as alhawari and ward alhawari, ward, 2006. The effect of electronic payment on customer satisfaction.
Sep 15, 2016 customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction. Abstract students satisfaction can be defined as a shortterm attitude resulting from an evaluation of students educational experience, services and facilities. The researchers were prompted to conduct a study on the level of customer satisfaction on the quality. About 118 students were interviewed through a survey that was based on higher education. The conception of customer satisfaction on services. A thesis submitted to the institute of distance learning, kwame nkrumah. A qualitative approach was used to answer the research question. Exploring customer satisfaction with university cafeteria. Customer satisfaction according to parkinsen, mccarthy, perreault and stewda 2000, is the extent to which a firmorganization fulfills customer needs, desires and expectations. This thesis has gone into depth to understand the corelation between customer satisfaction and customer loyalty. Considering that satisfactory experiences are the most important driver of customer loyalty, customer retention gustaffsson et al. Customer satisfaction is a goal of each organization bagdoniene and hopeniene, 2005.
The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. Student satisfaction in a higher education context diva. Johnsona2, anders gustafssonb, tor wallin andreassenc, line lervikc, jaesung chaa a university of michigan business school, ann arbor, michigan 481091234, usa b university of karlstad, service research center, 651 88 karlstad, sweden c nowegian school of management bi, p. Measuring customer satisfaction towards cafeteria services in. The evolution and future of national customer satisfaction index models1 by michael d. The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers.
The publishpurchase phase really is input for the next prepurchase phase. A study examining the students satisfaction in higher education article pdf available in procedia social and behavioral sciences 22. Pdf education service quality, value and satisfaction on student. Customer satisfaction and consumer loyalty 1 a research proposal. We are kabu khadka and soniya maharjan, student of central. Communication and oral defense committee have approved this master s project, customer satisfaction towards service quality of front office staff at the hotel, by ms.
More specifically, the focus is on examining the grouped impact of the factors. Customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction. The influence of service quality and corporate image on customer satisfaction among university students in kenya edward otieno owino a thesis submitted in fulfillment. Three essays on the customer satisfactioncustomer loyalty. It absolutely was already observed that customer loyalty could be a approach to calculating customer care for. Other reasons for making the survey are also very important. The organization is dependent on the customer and not the other way. Sj ab is used as a case study to investigate the research question and the factors, which affect customer satisfaction. Relating to the literature, the customer satisfaction of international students has become increasingly important for higher educational institutions in. Pdf a study examining the students satisfaction in. Mar 20, 2009 the purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service.
Jessica eriksson student umea school of business spring semester 2011 masters thesis, twoyears, 30hp. The dimension of assurance had the highest mean of 3. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty. First, this research draws on existing research on the factors influencing customer satisfaction. Investigation of customer satisfaction in student food. The relationship between customer satisfaction and service quality. Service quality, servqual, student satisfaction, private external higher education. During the research, the authors figured out if the customers.