Customer satisfaction

 

Satnam Ubeja (2014) focused on customer satisfaction process is a complex phenomenon. The purchase of goods or services includes a number of factors that could affect each decision. Customer satisfaction is more complex and even more important for retailers today than in past. The objectives of this study were to investigate the effects of sales promotion mix on customer satisfaction in shopping malls of Indore city The study will help the managers of shopping malls to understand the underlying sales promotion factors on customer satisfaction of the shoppers in the malls and help them to craft their marketing strategies. Profiling customers by their choice of sales promotion mix provide more meaningful ways to identify and understand various customer segment and to target each segment with more focused marketing strategies.

reference Satnam Ubeja (2014) “A Study of Sales Promotion Mix on Customer Satisfaction with Reference to Shopping Malls in Indore city” “Global Journal of Finance and Management” “Volume 6, Issue no 3, PP. 245-252, ISSN 0975-6477.

"A Study on FMCGs Customer Satisfaction with Special Reference to Dairy Products" Vijay bhaskar reddy The main objective of the article is to know the purpose of the customers (opinion) satisfaction about Vijaya Milk Dairy Pvt Ltd. The study was conducted in chittoor town to find out the customers opinion about quality, price, packaging, etc., of the products. Most of the customers are very much interested to purchase Vijaya Products. So we need to improve the number of consumers by providing better service and quality and quantity with reasonable price of the products. 

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Dr. Neetu Sharma (2013) the Satisfaction level of customers towards the company products revealed the customer needs and the quality of the product they require. Majority of the customers give more preference towards the quality of the product followed by the price, design, sales and service etc. so it also deals with knowing the customer requirements and their satisfaction towards the FMCG goods. In general, the study reveals the attributes of the customers towards the FMCG goods and services for their brand preference and satisfactions. 

reference Dr Neethu Sharma (2013), “Standardization of Products and Consumer Satisfaction in India [with special reference to FMCG's” “International Journal of Marketing, Financial Services & Management Research” Vol.2, Issue No. 3, PP. 66-74, ISSN 2277- 3622. 

Antreas Athanassopoulos,  Spiros Gounaris, Vlassis Stathakopoulos  "Behavioral responses to customer satisfaction: an empirical study"  this study Investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses. The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word‐of‐mouth communications, and intentions to switch service providers

reference Antreas Athanassopoulos,  Spiros Gounaris, Vlassis Stathakopoulos "Behavioral responses to customer satisfaction: an empirical study" European Journal of Marketing  ISSN: 0309-0566 Article publication date: 1 June 2001 

"An Examination of the Antecedents and Consequences of Customer Satisfaction" 

Yuksel Ekinci1 and Ercan Sirakaya This study investigates the relationships between customer satisfaction, service quality and overall attitude, The findings indicate that the evaluation of service quality leads to customer satisfaction, and satisfaction rather than service quality is a better reflection of overall attitudes. Also, desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction. 

"Customer satisfaction and customer behavior: The differential role of brand and category expectations " Kamal Gupta, David W. Stewart empirical research has focused on which individual standard best predicts satisfaction, The results of an experiment for a simulated service encounter provide support for the proposition that consumers use multiple standards and that these standards have differential effects on such postpurchase outcomes as satisfaction, repurchase intention, and willingness to recommend. Brand expectations are shown to be better predictors of affective outcomes (such as satisfaction), while category expectations are shown to be better predictors of behavioral outcomes (repurchase and recommendation)

See the full article: (PDF) Customer satisfaction and customer behavior: The differential role of brand and category expectations (researchgate.net)

 Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships Guillaume Bodet dec 2007 This study has therefore attempted to test the satisfaction–loyalty relationship based on four constructs which are usually investigated separately. These are transaction-specific satisfaction, overall satisfaction, attitudinal loyalty, and repurchase behaviour. This study aims to reinforce some existing research findings by replicating models adapted from Jones and Suh (2000) in the context of a different service industry. this study relies on both customer intentions and repurchasing behaviour for the behavioural dimension of loyalty, which is still rare according to Chandon et al. (2005)

see the full article: Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships - ScienceDirect

Customer Satisfaction M.D. Johnson. 2002 This article provides a broad overview of customer satisfaction, its meanings, and the streams of research that have emerged in recent years. Research on both transaction-specific satisfaction (a customer's evaluation of their experience with and reactions to a particular product transaction, episode, or service encounter) and cumulative satisfaction (a customer's overall experience with a product or service provider to date) is described.

"Beyond loyalty: customer satisfaction, loyalty, and fortitude" Martin Fraering, Michael S. Minor This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community. 

"Perceived quality and price: their impact on the satisfaction of restaurant customers" Marta Pedraja Iglesias, M. Jesus Yagüe Guillén (2004). Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.

Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa 

Richard Chinomona, Dorah Dubihlela The results indicate that the relationship between customer satisfaction and their trust, customer satisfaction and their loyalty, customer trust and their loyalty, customer loyalty and their repurchase intention and customer trust and their repurchase intention are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.