Recent orders
Customer Satisfaction at NPS
Customer Satisfaction
Name
Institution
Customer Satisfaction
NPS recognizes that measuring consumers’ loyalty is not enough, and firms should be able to understand and measure how loyal their customers are or how happy they are. This system allows a business owner to link improvement in customer’s loyalty to business performance. It can gauge how a client feels about various restaurant services (Pond, 2008). Questions about the service received food, beverages and whether one will return provides useful information to the owners of a business on how to improve the business.
Since NPS gives a framework to measure customer satisfaction, the company can use data obtained to increase customer satisfaction. If the client is not pleased with how the services are being offered, he/she can provide recommendations on how the service should be given to him/her. The company can thus increase customers’ satisfaction.
By classifying customers as promoters, passives or detractors, NPS scores give an indication of whether the customers are actively promoting the business. Paul states that finale know their customer, a young woman who was highly educated who visits with her girlfriends. A good business should have more promoters as they spread positive things about the business
NPS encourages customers to leave feedback based on their score. This feedback is shared to all employees thus addressing challenges and at the same time trying to focus on boosting customers’ satisfaction. Many companies use such an opportunity to ask other questions that help the management in solving customer’s problems.
RFM or Recency, Frequency and Monetary analysis is one of the processes used in measuring customers’ satisfaction. It emphasize on past customer behavior, and allows the business owner to infer these into future earnings of customer segments. It does this quantitatively: how recently a customer has made a purchase (Recency), how often a customer makes a purchase (Frequency) and how much he/she spend when making a purchase (Monetary). This method has mostly been used by NGOs to target prospective donors as those who have made many contributions in the past are likely to make other donations (Cokins, 2009). Business owners have to be careful while using this method in order not to over solicit customers with high rankings. Also those with low rankings should not be neglected; instead they should be polished to become real customers
CLV (Customer Lifetime Value) describes the amount of profit generated by a client in his/her lifetime. Because no one knows how long a relationship may last, a good estimate is made, and the Customer’s Lifetime Value is stated as a periodic value. For example, this customer is 4 days (it is a new product) let his/her CLV be X.
A post by David Skok’s says: “Life Time Value > Cost of Attainment. (It appears that LTV must be about 3 x CAC for a feasible SaaS or another form of repeated revenue model. Most of the public companies like Salesforce.com, Perpetual Contact, etc., have multiples that are more like 5 x CAC.) CAC should be recuperated in < 12 months (for subscription businesses)” (Walker, 2014, March 5). In simpler words, the cost used to get an individual customer should be recovered in the least time possible
CLV is a better way of measuring customer satisfaction for the new product launch as the company (Golds Reling, Inc.) can classify various customer groups by long term profitability thus this forms a base on whether to change the marketing strategy or not.
References
Cokins, G. (2009). Performance Management Integrating Strategy Execution, Methodologies, Risk, and Analytics. Hoboken, N.J.: John Wiley & Sons.
Pond, J. D. (2008). Grow your Money!: 101 Easy tips to Plan, Save, and Invest. New York, NY: Collins..
Walker, T. (2014, March 5). How To Calculate & Increase Customer Lifetime Value. ConversionXL. Retrieved June 3, 2014, from http://conversionxl.com/customer-lifetime-value/
Customer Satisfaction at Mashreq bank loan department
Customer Satisfaction at Mashreq bank loan department
Name
Affiliation
Table of Contents
TOC o “1-3” h z u HYPERLINK l “_Toc416940245” Introduction PAGEREF _Toc416940245 h 3
HYPERLINK l “_Toc416940246” Company Overview PAGEREF _Toc416940246 h 4
HYPERLINK l “_Toc416940247” Literature Review PAGEREF _Toc416940247 h 4
HYPERLINK l “_Toc416940248” Importance of Customer satisfaction in an Organisation PAGEREF _Toc416940248 h 4
HYPERLINK l “_Toc416940249” Loan Products PAGEREF _Toc416940249 h 5
HYPERLINK l “_Toc416940250” Methodology PAGEREF _Toc416940250 h 6
HYPERLINK l “_Toc416940251” Discussion PAGEREF _Toc416940251 h 7
HYPERLINK l “_Toc416940252” Recommendations PAGEREF _Toc416940252 h 9
HYPERLINK l “_Toc416940253” Conclusion PAGEREF _Toc416940253 h 9
IntroductionMashreq Bank plans to set gauges as the Market pioneer in UAE. It trusts in giving effective, cordial and present day full-management depending on a gainful premise. The fundamental target of the study is the research of consumer loyalty review of Unsecured Loan clients of Mashreq Bank Limited. Mashreq Bank Ltd has two fundamental divisions of operation—Corporate and Consumer Banking (Williams & Naumann, 2011). Customer banking manages retail managing an account management to clients. Under Retail Banking Division, I, as an assistant, was working under the Unsecured Loan office. This division primarily gives advances to clients to a wide astypement of purposes. Two primary types of results of the unsecured Loan division are Salary Loans and Quick Loans. These are credits focused to clients for individual needs. The fundamental clients are salaried persons and Businessmen. The Unsecured advance portfolio is continually expanding. Direct Sales Officers of Unsecured Loans are dependably on the rushed to hunt down new clients.
Anyhow an imperative component is that whether with this constantly expanding number of clients, enough concern is being given to the satisfaction level of the clients (Williams & Naumann, 2011). At present, there are a few nearby and remote banks offering comparative advance items as Mashreq Bank. Clients have expanded degree for management level research between contending banks. This report was gone for discovering the level of consumer loyalty of the unsecured advance clients. A specimen of clients of both the Salary and Quick credits were chosen, and they were met via poll. Their reactions were dissected to get the present situation of consumer loyalty in specific viewpoints (Luo, Homburg & Wieseke, 2010). The exploration demonstrated that clients of unsecured credit items these days whine about such matters as expanded interest rates, complex documentation methodology, strict advance qualification criteria, and so forth. At the same time these measures have been taken so as to diminish the likelihood if credit defaulting. What the aftereffect of this research did is it unmistakably pinpointed precisely what elements hamper consumer loyalty if the credit clients. Once distinguished, the components that cause disappointment can be explored, to restore the satisfaction level of the clients. This is greatly critical if MASHREQ Bank Limited needs to keep up business sector initiative in Customer satisfaction.
Company OverviewMashreq Bank is a head keeping money and monetary management foundation working inside the Middle East. It is a particular organization in that it offers budgetary management identified with purchaser, corporate, and business keeping money, and in addition progressed monetary management like speculation managing an account. To the populace of the Middle East, Mashreq Bank is one of the chief banks that they get money related management from (Luo, Homburg & Wieseke, 2010).
Amid the most recent three years, the customer base of Mashreq Bank has become exponentially and the bank has extended the extent of its operations to more current areas inside the Middle East. Inside any bank, there are three center capacities which are showcasing, improvement, and operations, all of which add to driving organizations to achievement (Luo & Bhattacharya, 2006). In Mashreq Bank, we find an unlucky deficiency of exceptional interest in advertising exercises, which is tricky since the bank is working inside the money related center point of the world. Notwithstanding, operation capacities assume a noteworthy part as far as enhancing its management to live up to clients’ desires. This paper will analyze why Mashreq Bank’s operational management are not at standard with worldwide models, and how this circumstance can be moved forward. Initially, the current circumstance will be clarified, and after that commitments of the operation management will be portrayed with a specific end goal to investigate the issues. Taking after, the proper arrangement will be distinguished through making new programming which underpins business process re-designing to take care of these issues.
Literature ReviewImportance of Customer satisfaction in an Organisation”Consumer loyalty is progressively turning into a corporate objective as more organizations take a stab at quality in their item and services”( Homburg, Koschate & Hoyer, 2005). There is an extraordinary rivalry in the business to catch the clients. Accordingly the worldwide pioneers can’t think contending in the business sector, just with the value figure alone. They understood that the consumer loyalty is the most vital element to turn into the business pioneer. The capacity of the firm to stay in the business is important to win clients over rivalry since the client is the establishment of the business. Case in point “The retailer Tesco concentrating on the client, oversaw itself to build its piece of the pie and productivity by turning into the business pioneer in the exceedingly focused and cost-cognizant business sector place”( Fornell, Rust & Dekimpe, 2010Today the clients were more taught and very much educated. They won’t be redirected from their desire. They have extensive variety of alternative to pick the item and management. To attain to the complete satisfaction from item and management the client makes dynamic research between diverse item and management. The client’s desire rises slowly when they start to utilize a superior management. accordingly the bank have difficulties to keep up the abnormal state of consumer loyalty dependably. The aggressive business sector compel the firm to raise their consumer loyalty dependably.
Loan ProductsMASHREQ BANK has the store management for its clients. MASHREQ BANK’s store management are demonstrated in the figure underneath.
Salary Loan
Salary Loan is a completely unsecured advance office offered to the salaried representatives of distinctive corporate bodies, MNCs, Small/Medium Sized neighbourhood organizations and so on taking into account their month to month net pay. This type of credit has diverse highlights and prerequisites which will be examined in subtle element in the resulting sections (Krishnan et al,. 2006).
Quick Loan
Quick loan is an individual credit offices offered by the retail saving money division to specialists who have sound business records for least 1 years. It is a clean loaning item as in there is no money security (like Govt. Investment funds Certificates or Fixed Deposits and so on) taken against the credit. QL has diverse highlights and prerequisites which will be examined in subtle element in the resulting sections.
Auto Loan
Whether you need to buy a just took the ribbon off new auto or a reconditioned one, MASHREQ Bank Auto Loan is constructed for most extreme pace and productivity. Get your fantasy auto out and about quickly.
Own Home
Own Home is the Home Loan item from Mashreq Bank with a complete arrangement extending with five qualities included FREE management. MASHREQ BANK Home Loan gives individual bank delegate to data hunt till moving into the home. Notwithstanding these there are brilliant benefit consultancies for: Interior, Furniture & Soft Furnishing, Home Appliance, Window Treatment and so forth.
Secured Loan/Overdraft
Mashreq Bank Ltd gives credit against settled stores with the goal that you can address any money crises without the issue to abandon your high return reserve fund
MethodologyThe study took a quantitative research approach to get data from the 42 participants for the study. This was done with the use of questionnaires that were administered to the respondents to answer the questions.
Discussion
Customers feel the Mashreq bank are honest and thorough about product presentation
i) Response by the Salary loan Customers
The output of data analysis by SPSS shows the following:
Frequency Percent Valid Percent Cumulative Percent
Strongly Disagree 1 1.0 1.0 1.0
Disagree 0 1.0 1.0 3.0
Neither Agree nor 0 6.0 6.0 10.0
Disagree Agree 1 11.0 11.0 86.0
Strongly agree 39 78.0 78.0 100.0
Total 42 100.0 100.0 Strongly Disagree
-273748519685
Disagree
Neither Agree nor Di
Agree
Fig 3.7: Customer opinion on the fact
That “The Mashreq bank are honest and thorough about product presentation”
Strongly agree
N Minimum Maximum Mean Std. Deviation
DSPROP 42 1 2 3.61 .822
Valid N 42 Hypothesized Mean 3.00
Z-Score 13.39
Z∞-Critical -1.632
Result Z > Z∞
From the table we see that z-score is far greater than z-critical by a huge margin. So, here we are unable to reject the null hypothesis. So it is found that the SL customers are satisfied with the honesty and product presentation capability of the Mashreq bank.
In order to see whether customers are highly satisfied, it is assumed that if µ≥ 3, customer highly satisfied. Our null and alternative hypotheses are:
Ho : µ≥ 3 H1 : µ< 3 Hypothesized Mean for loan processing within expected time 3.00
Z-Score 2.11
Z∞-Critical (at 0.02 level of significance for left tailed test) -1.632
Result Z > Z∞
The Z score is far greater than Z-critical, and thus we cannot reject Ho. So it is found that SL
Customers are highly satisfied with product presentation capability of the Mashreq bank.
ii) Response by Quick Loan customers
In the same way as all the previous tests,
The output of data analysis by SPSS shows the following:
N Minimum Maximum Mean Std. Deviation
DSPROP 42 1 2 3.76 1.138
Valid N (listwise) 42 Hypothesized Mean 3.00
Z-Score 3.33
Z∞-Critical (at 0.02 level of significance for left tailed test) -1.632
Result Z > Z∞
So, here we are unable to reject the null hypothesis, and thus the alternative hypothesis is rejected. So it is found that the QL customers are satisfied with the product presentation capability of the Mashreq bank.
Recommendations
In order to improve customer satisfaction in th bank there was need to ensure that customers got the best quality of service. Therefore it was wise that the organization adopted quality management tools. The company should adopt Total Quality Management as a system that will change the look of the customer service the employees offer.
Conclusion
From the study it is clear that the organization has the best customer service. Customers using the bank are satisfied with the quality of service rendered to them. However, the study also shows some loopholes. In order to fill the gaps noted there is need to have a better quality management system. TQM is the adopted tool for the organization. References
Books
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. pearson.
Oliver, R. L. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.
Oliver, R. L. (2011). Satisfaction: A behavioral perspective on the consumer. ME sharpe.
Schneider, B., & Bowen, D. E. (2010). Winning the service game (pp. 31-59). Springer US.
Websites
HYPERLINK “http://www.which.co.uk/money/bank-accounts/reviews-ns/bank-accounts/best-banks-for-customer-satisfaction/” http://www.which.co.uk/money/bank-accounts/reviews-ns/bank-accounts/best-banks-for-customer-satisfaction/
HYPERLINK “http://www.theacsi.org/industries/finance-and-insurance/bank” http://www.theacsi.org/industries/finance-and-insurance/bank
HYPERLINK “http://www.jdpower.com/zh-hans/node/4486” http://www.jdpower.com/zh-hans/node/4486
Journals
Fornell, C., Mithas, S., Morgeson III, F. V., & Krishnan, M. S. (2006). Customer satisfaction and stock prices: High returns, low risk. Journal of marketing, 70(1), 3-14.
Fornell, C., Rust, R. T., & Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research,47(1), 28-35.
Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing, 69(2), 84-96.
Luo, X., & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of marketing, 70(4), 1-18.
Luo, X., Homburg, C., & Wieseke, J. (2010). Customer satisfaction, analyst stock recommendations, and firm value. Journal of Marketing Research, 47(6), 1041-1058.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
Wang, T., & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management, 27(2), 173-184.
Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a firm-level analysis. Journal of services marketing, 25(1), 20-32.
Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274-284.
Customer Satisfaction A Literature Review
Customer Satisfaction: A Literature Review
There is a great paradigm shift in the contemporary business environment and this intermarried with the day-to-day economic conditions that various businesses are subjected to; it becomes very essential for every business to explore the aspect of customer satisfaction thoroughly as an important aspect and process of business survival and growth. By exploring customer satisfaction, the business organizations not only gain knowledge of the customer satisfaction drivers but establish strategies to retain them and have a competing edge over the competitors in the market. This provides the rationale upon which this review examines the studies that have attempted to explore the issue of customer satisfaction. The review takes a multi-faceted perspective of various professional fields, deeply analyzing the concept of customer satisfaction in those fields.
Knowledge of the customer satisfaction factors is a strong backbone upon which an organization can base its customer retention by knowing the satisfaction drivers of the customers it has attracted. Furthermore, though there is a great significance of using customer opinions and attitudes in various fields, not many studies have specifically focused on assessing the attitudes of customers with respect to their satisfaction with the products offered especially in developing economic systems (SSP 2006). This chapter attempts to give an assessment of the studies that have been undertaken in an attempt to investigate the relationship of the two broad dimensions of customer satisfaction and that of customer retention. These two dimensions are powerfully related when attempts are made to understand or debunk on customer satisfaction. After all, the ideological significance of endeavoring to satisfy the customer is to retain the attracted customer and attract more hence creating a pool of loyal customer in the market. The end result: – strong customer base and hence formidable market dominance.
Research studies that have investigated customer satisfaction in various fields are also explored. Moreover, the trend in the literature indicates that the number of research studies exploring customer satisfaction in these fields steadily increasing. This is probably due to the increasing need for information by the business organization arising from the heightened competition. Businesses want to know ways of staging their competition to assert their presence in the market. This is very important, as knowledge regarding customer satisfaction should enhance customer care services by providing the customer service practitioners and sales personnel in these institutions with information that can make planning a better exercise. This knowledge should in the end lead to optimal customer satisfaction (Kacel et al 2005).
The literature examines original investigations, other literature reviews, peer reviewed academic literature, research databases, reviews, journals in various academic fields and original manuscripts that relate to customer satisfaction. This is intended to bring a better understanding. One of the most recent studies, which directly involved investigation of customer satisfaction of consumer is the study carried out by SSP (2006). Since a search in the research databases produces a big number of results, the reviewed literature sources are picked on a random- sample strategy. Databases searched include the BMC research database, JAMA database among others.
In definition, customer satisfaction can be understood as an attitudinal concept which reconciles the customer expectation and actual experience (Mont & Plepys 2003). When the difference between the two aspects (i.e. expectation and actual experience) is wide, then there is little satisfaction and an organization stands high chances of losing the attracted customers.
Kersnik (2008) carried out an investigation into the determinants of customer satisfaction in a reformed healthcare system in Slovenia. Customer satisfaction is a vital tool for operation of any business in all industries. In the health care system, Kersnik (2008) notes, the satisfaction of the customer is defining to the customer’s choice of family physician. The research used postal survey to conduct the research with a response rate of 84%. This response rate is statistically sufficient to represent the opinions of the targeted group. Since the objective of the study was to determine the customer satisfaction in the reformed health care system in Slovenia, the results of the survey study indicated that the choice of health care services provider even in the reformed system is anchored on the satisfaction of the customer (or perceived customer).
The study by Kersnik (2008) revealed that about 58% of the respondents who were satisfied with the current health care system would only choose any other system if it offers a better satisfaction than what they currently get. This is a very important point for a business manager to note. If the business cannot offer a better satisfaction to the consumer out of a desired change in the customer service, it would do well by maintaining the level of satisfaction being given to the customers. Finally, since the most powerful determinant of ultimate customer satisfaction with the health care system in Slovenia was revealed as the patient’s satisfaction with the services offered by family physician, family health care systems must be included as integral part of health care planning in the country.
One study carried out in Germany (Bates et al 1995), revealed that there is a complex interrelation between job satisfaction of doctors and the end user – customer satisfaction which again in turn is intermarried with improved customer loyalty, retention, employee compliance, continuity and eventually better outcomes. These findings also are in agreement with the findings of Cooper (2008).
Cooper (2008) observes that because of this knowledge about customer satisfaction with the services of doctors and nurses in the field of health care services, it should therefore help in strengthening the complex intermarriage of various variables across the board with respect to satisfaction of the consumers in the healthcare industry. He further observes that consumer satisfaction will eventually lead to job satisfaction in the service providers. Put in the business setting of any other industry, what this implies is that when the customer is satisfied and the organization’s employees are made aware of the fact, they too are motivated and hence become satisfied with their job; satisfaction of one is dependent on satisfaction of the other in one or more ways. It in part therefore stresses the significance of involving the employees in the employee satisfaction plans.
With the changing characteristics of the market platform on which business is conducted, the aspect of customer satisfaction becomes even more relevant. Online businesses that deal with clients in a virtual world would wish to know the satisfaction of their customers. This is the basis of the research article by Nusair and Kandampully (2008) which sought to establish the factors that influence customer satisfaction in online business platforms. Nusair and Kandampully (2008) conducted a survey of travel websites with respect customer satisfaction. The objective of their research study was to establish the relationship of various customer satisfaction dimensions and then attempt to investigate if the customers of the analyzed websites are actually satisfied. The researchers provide a good rationale upon which the results of their study may not attain external validity. One of the research limitation identified by the researchers and which limits external validity is that the extent to which their results could be generalized to other business websites or organizational settings is greatly impounded by the fact that they conducted the study on a sample of six travel websites. Another limitation was that the attributes of customer satisfaction could be covered only to a limited extent. This also contributes to reduced generalizability of the results.
In 2007, Balabanis and Souitaris conducted a related research though their research aimed at investigating the extent to which segmentation and differentiation strategies could be used to create increased customer satisfaction in online businesses. Their sample was drawn from UK grocery online buyers. Since consumer behavior is diverse, the researchers classified their respondents as either experiential or goal-oriented. Their findings showed that each group of consumers required different approach to achieve satisfaction. However, they found out that both groups exhibited more loyalty when satisfied with the services provided (Balabanis & Souitaris 2007).
As a component of the contemporary business model, corporations and business organizations customarily examined the consequences of changes in customer satisfaction on sales volume and customer retention (Tang & Bougoure 2007). Tang & Bougoure (2007) posit that there is an integral link connecting customer satisfaction and service quality, a link which cannot be doubted. The two researchers make an observation, which concurs with what Bates and associates (1995) had observed in their study. The two research associates observe that for a better business standing in the market and better performance, the business should aim at providing an excess of the satisfaction customers expect out of the services (Tang & Bougoure 2007). This gives an organization’s marketing department and customer service departments a fundamental challenge.
Another comprehensive research study on customer satisfaction is the research done by Conklin (2005) investigating the relationship between customer satisfaction and loyalty. The researcher gives a comprehensive approach with a systematic methodology, which aims at exploring the concept of customer retention with respect to various aspects of customer satisfaction like quality of services (that is, reliability of the services, responsiveness of the business to customer needs and assurance) and the marketing strategy adapted by the organization (promotional tactics and the channels used among other aspects). The setting for the study is the Bangkok Airport. The researcher used a 5- point rating questionnaire design to collect data related to the above mentioned aspects and subjected the data to statistical analysis.
The findings of the study by Conklin (2005) showed that there was a strong positive correlation between customer satisfaction and the quality of services offered by the institution. Of the 134 respondents involved in the study, 91.27% exhibited greater satisfaction when they perceived the services offered to be of high quality. With respect to marketing strategy, a significant proportion of the respondents (83.91 %) indicated that the marketing strategy used by the organization is very important to determining satisfaction. In these two instances, customer satisfaction was measured against the two variables as a dependent variable. That is to say that it was postulated to depend on marketing strategy and quality of services.
On another perspective, the researcher also subjected customer satisfaction to analysis as an independent variable. Here, the dependent variable was the customer loyalty. Since the researcher also wanted to establish if there was any relationship between satisfaction of customers and their loyalty, he subjected the data collected to this analysis. The findings of the analysis pointed to a strong positive relationship between the two variables. The researcher therefore managed to derive a string of correlations leading to customer satisfaction. The implication of this study is that customer satisfaction as a fundamental aspect of business and welfare economics of consumer behavior should be understood as a process (Mont & Plepys 2003).
Customer satisfaction and brand loyalty have a causal link, which means that utmost care must be borne in mind when attempts are made by business organizations to develop satisfaction strategies. An oversight may easily lead to the plan not working at all. Since the characteristics of the variables a long this causal link may not be similar across the industries and may also vary from business to business, every organization must examine directionality of its customer satisfaction thoroughly (SSP 2006).
Based on the literature review, a number of issues are evident. First, given that customer satisfaction is not a quantitatively measurable variable and it ideally depends on the behavior of consumers, more investigative efforts should be put in understanding consumer behavior of consumers in a particular industry, geographic location and across gender. However, it must be taken into account that consumer behavior is not only a profound process in business interaction with the society but it also has many intervening variables which cannot be assumed. For instance, a business that wishes to gain customer loyalty without satisfaction is unlikely to succeed. On the same basis, an organization that wants to ensure a satisfied customer without examining the consumer behavior of customer with respect to changes in quality of services offered and market approach strategies employed may also not be planning to succeed.
References:
Bates DW, Cullen DJ, Laird N, Petersen LA, Small SD, Servi D, Laffel G, Sweitzer BJ, Shea BF, Hallisey (1995). Incidence of adverse drug events and potential adverse drug events. Implications for prevention. ADE Prevention Study Group. JAMA; 274:29–34. doi: 10.1001/jama.274.1.29.
Conklin K. M. (2005) Customer satisfaction with Services at Bangkok Airport. Retrieved online at: http://docs.google.com/gview?a=v&q=cache:Yz1rkd7PYhAJ:library.utcc.ac.th/onlinethesis/onlinethesis/M0228901/chapter3.pdf+methodology+chapter+on+customer+satisfaction&hl=en&gl=ke&sig=AFQjCNE45F0XMq0TpVDXl8WXQeMAwVdS8Q
Cooper, J. F. (2008) – The Relationship of Morale and Productivity: A Historical Overview http://www.eric.ed.gov/ERICWebPortal/custom/portlets/recordDetails/detailmini.jsp?_nfpb=true&_&ERICExtSearch_SearchValue_0=ED147985&ERICExtSearch_SearchType_0=no&accno=ED147985
Kacel, B., Miller, M. & Norris, D. (2005). Integrating Nurse Job Satisfaction and Patient Satisfaction with Health care Services; Time Warner Publishing
Kersnik J. (2008) Health Policy: Determinants of customer satisfaction Health Policy, Volume 57, Issue 2, Pages 155-164
Mont O. & A. Plepys (2003) Customer satisfaction: Application to the product-service systems: Accessible online at: http://www.citeulike.org/user/jlreis/article/2783227
SSP (2006) Customer Satisfaction Survey: Accessed online on Tuesday, November 17, 2009 from URL: http://docs.google.com/gview?a=v&q=cache:EP9AChtI-ccJ:biology.usgs.gov/ssp/docs/Final%2520SSP%2520Survey%2520Report%2520July%25202006.pdf+research+proposal+customer+satisfaction&hl=en&gl=ke&sig=AFQjCNFSMIGoUyLueoytXeDtIZ2pC5tU2Q
Tang, K. M. & Bougoure, Ursula (2007) Service Quality: An investigation into Malaysia consumers using DINESERV
Balabanis G. & Souitaris V. (2007) Tailoring Online Retail Strategies to Increase Customer Satisfaction and Loyalty; Long Range Planning, Volume 40, (2): 244-261 INCLUDEPICTURE “http://www.sciencedirect.com/scidirimg/clear.gif” * MERGEFORMATINET HYPERLINK “http://dx.doi.org/10.1016/j.lrp.2006.11.006” t “doilink” doi:10.1016/j.lrp.2006.11.006
Nusair, K. & Kandampully J. (2008)The antecedents of customer satisfaction with online travel services: a conceptual model; European Business Review 20 (1): 4 – 19; DOI: 10.1108/09555340810843663