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英国dissertation范文:客户满意度模型的建立 [6]

论文作者:英语论文论文属性:硕士毕业论文 dissertation登出时间:2014-09-09编辑:zcm84984点击率:24163

论文字数:10068论文编号:org201409082125094518语种:英语 English地区:英国价格:免费论文

关键词:客户满意度模型建立银行客户留学生banking essay

摘要:本文是一篇留学生银行学论文,旨在分析银行的客户满意度,作者根据银行的客户满意度建立了一个分析模型,这个看似简单的问题,却很难回答,是一篇十分具有参考价值的论文。

he has been indulgence with way he wanted to. Customer delight does not come from giving additional services but comes from the quality of services make available to customer at the time he or she required most.

For example, if a hotel recognizes a guest as a repeat customer and thanks he/she for returning and offers a courtesy upgrade to show appreciation, this unexpected surprise would create customer delight. The hotel has virtually ensured future customer visits. FedEx uses technology to route repeat customer calls to the same dispatcher who can access a detailed customer profile prior to answering the incoming call. The customer is thus greeted by name, and the dispatcher, understanding the customer's preferences and needs, can efficiently and effectively please its customer (examples from Keiningham and Vavra, 2001).

Delight is going beyond merely satisfying the customer to delivering a “higher level” of satisfaction through exceeded expectations (Oliver et al., 1997).

Opportunities to delight customers also lay in service provider capability to go “above and beyond” in service delivery. Long-term relationships with customers offer the opportunity, through personalized service, to go beyond the customers expectations and delight them (Zeithaml and Bitner, 2003),

Delight is more likely to occur in state where customers are vastly involved, where service quality is uneven, and where overwhelmingly exceptional performance is unexpected (Oliver et al., 1997). According to Peter and Olson (1996, p. 509): Pre-purchase prospect are beliefs about predictable performance of the product; disconfirmation refers to the variation between pre-purchase expectations and post purchase perception.

Customer satisfaction has long been recognized as an important issue in marketing (Oliver, 1997). Indeed, it is at the heart of the marketing concept (Howard and Sheth, 1969) and marketing researchers report strong facts of positive effects of customer satisfaction on repeat purchase (Szymanski and Henard, 2001), retention (Bolton, 1998), loyalty (Anderson and Sullivan, 1993) and even profitability (Anderson et al., 1994 and Bernhardt et al., 2000).

Customer satisfaction is usually described as the full meeting of one's expectations (Oliver, 1980).but Delight is a positive consequence of exceeding the customer's expectations (Keiningham and Vavra, 2001),Customer delight create the difference between the only satisfied customer and overwhelmed customer who are more loyal to organization

Customer satisfaction is widely recognized as a key influence in the development of customers' prospect purchase intentions (Taylor and Baker, 1994) but the delighted customers may also be more expected to increase their own expenditure with the delighting organization, and demonstrate increased customer loyalty (Keiningham and Vavra, 2001).

When customers supposed the product performing better than expected, they turn out to be more satisfied (Churchill and Surprenant, 1982). Earlier research also demonstrated a direct link between actual performance and satisfaction level (Bolton and Drew, 1991). This concept of a “higher level” of satisfaction is seen by many practitioners as the way to “provide a distinctive advantage to the company that does it first and does it well consistently” (Chandler, 1989, p. 30, quoted in Oliver et al., 1997).

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