An Examination of the Influencing Factors toward Customer Satisfaction: Case study of a Five Star Hotel in Bangkok, Thailand

2014 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Influencing Factors

Influencing Factors on Customer Satisfaction towards American Brands in the Food and Beverage Industry in Malaysia

2016 ◽  
Vol 2 (2) ◽  
pp. 69 ◽  
Author(s):  
Nur Atiqah Rochin Demong ◽  
Abdul Kadir Othman ◽  
Salmi Bawasa
Keyword(s):  
Customer Satisfaction ◽  
Influencing Factors ◽  
Perceived Value ◽  
Perceived Quality ◽  
Kuala Lumpur ◽  
Customer Expectation ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper.

What Matters to South African Bank Customers? A Case Study of four Main South African Banks

2015 ◽  
Vol 6 (1and2) ◽  
Author(s):  
Kingstone Mutsonziwa
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Language Usage ◽  
Face To Face ◽  
Bank Resolution ◽  
African Context ◽  
Key Drivers ◽  
Investment Advice

This paper is a follow-up article based on the first article titled Customers speak for themselves: A case of Customer Satisfaction in the four Main South African Banks. Customer satisfaction within the banking industry is very important in the South African context. Although banks are trying their best to give their customers the best service, it is important to continuously measure customer satisfaction and identify service attributes that contribute to overall customer satisfaction for the banks. The data used in the analysis is based on a quantitative survey of 500 randomly selected customers in Pretoria, Johannesburg, Durban and Cape Town were interviewed using a face to face methodology. The key drivers of overall customer satisfaction based on regression analysis for the different banks were helpfulness and innovativeness (ABSA), helpfulness, innovativeness of the bank, resolution of problems and investment advice (FNB), language usage and friendliness of service consultants (Nedbank), innovativeness of the bank, investment advice and use of language (Standard bank). These attributes were important to the overall customer satisfaction and need to be closely monitored by the management of these banks.

scholarly journals A Qualitative Case Study on Influencing Factors of Parents’ Child Abuse of North Korean Refugees in South Korea

Healthcare ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 49
Author(s):  
Wonjung Ryu ◽  
Hyerin Yang
Keyword(s):  
Child Abuse ◽  
South Korea ◽  
Influencing Factors ◽  
Acculturative Stress ◽  
North Korean Refugees ◽  
Korean Parents ◽  
Before And After ◽  
Maternal Parenting Stress ◽  
Past Experiences

The purpose of this study is to investigate the influencing factors of parental child abuse by North Korean refugees who are living in South Korea. In-depth interviews were conducted with five parents who escaped from North Korea. The study identified three categories of factors impacting child abuse: the weakening of family functions from past experiences before and after defection, the stress of adapting to the culture of an unfamiliar society, and low parenting self-efficacy. North Korean parents suffered from emotional and functional crises from past traumatic events and, at the same time, experienced additional acculturative stress as a “minority” after entering South Korea, even as they continued to deal with Maternal Parenting Stress. These complex factors have been shown to lead to child abuse in migrant societies. This study contemplated the context of child abuse through specific examples. The results could provide thoughtful insights into child abuse among migrants and refugee parents, and provide evidence-based intervention plans for its prevention.

Carnival Corporation: The Challenges of Cutting Costs While Maintaining Quality and Customer Satisfaction

2018 ◽  
pp. 1-16
Author(s):  
Dick Verbeek
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Chain Management ◽  
Cruise Line ◽  
Management Issues

This case study has been developed to facilitate discussion about current supply chain management issues and potential solutions. The scenario presented in this case is very representative of the pressures experienced by supply chain managers. Namely, the need to reduce costs while maintaining quality and customer service. This case presents some unusual challenges and constraints that are unique to the cruise line industry. These constraints can provide an opportunity to explore new supply chain paradigms.

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