Valueprecept theory, the attribution theory, the equity theory, the comparison le vel. This view of the consumer postusage evaluation was introduced into the satisfaction. Role of inventory management on customer satisfaction. Other authors have brought out theories relating customer satisfaction and service quality in their researches. Influence of service delivery strategies on customer.
Businesshotel karelia abstract the economic which crisis started at the end of 2014 in russia affected the hospitality industry significantly, the amount of tourists decreased, and issues of customer satisfaction and new cus. According to the literature, customer satisfaction is connected with clinging philosophy and as marketing term measures how products or services supplied by. Likewise, the claim that customer satisfaction leads to loyalty appears less convincing to many researchers rahim, ignateous, and adeoti, 2012. Influence of service delivery strategies on customer satisfaction at the british high commission in kenya christine wawira swaleh1, dr kepha ombui2, dr asumpta kagiri3 1. This chapter explores what can be understood of customer satisfaction, customer loyalty, customer.
A basic definitional inconsistency is evident by the debate of whether satisfaction is a process or an outcome yi 1990. Its a psychological state that is measured by the customer. While information systems researchers have adopted edt to explain user information technology it satisfaction. The most widely used model to translate theories of customer satisfaction into. The marketing and consumer behavior literature has traditionally suggested that customer satisfaction.
The disconfirmation paradigm can be refined in some aspects of the model by a series of psychological theories. Furthermore, the assimilation of satisfaction ratings toward. The definition of customer satisfaction has been widely debated as organizations increasingly attempt to measure it. As a result, overall quality of life is expected to be enhanced.
The main paradigm that marks the literature dedicated to consumer s satisfaction is the expectation disconfirmation paradigm. The findings indicate that much of the explored theory regarding crm is true for the b2b sector. Some theoretical approaches which have been advanced amongst others include. Some authors also assume that satisfaction only occurs with positive disconfirmation hill 1986. Tourist satisfaction as the key to destination survival in. The impact of customer satisfaction and relationship. According to anderson 1973, consumers seek to avoid dissonance by adjusting perceptions about a given product to bring it more in line with expectations. With subjective methods, on the other hand, the perception of the customer. Jan 26, 2018 assimilation is a linear process by which one group becomes culturally similar to another over time. Effects of customer service strategies on customer.
Customer satisfaction can be measured using objective and subjective methods. Assimilation effects form the basis for certain edt. Anderson 1973 summarizes reasons for the formation of the theory, including assimilation theory by festinger 1957 14, contrast theory by hovland 1957 15, assimilation contrast theory. The objective of this chapter is to come to a deeper understanding of customer satisfaction. The business depends up on client services and the satisfaction of the customer and this is compelling them to improve customer services and build up relationship with customers. Its also important to measure success by asking for feedback from customers on a regular basis. As a result, there has been the development of five distinct theories natalisa diah, 2000.
Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. Reports the results of two studies which examine assimilation. Depending on these variables, it may be a smooth, linear process for some, while for others, it may be. Moreover, oliver 1981 claimed that customer satisfaction is the evaluation a customer makes to a certain exchange, which reflects the relation of the customer s expectation and their real perception to products and services they receive. Role of inventory management on customer satisfaction among the manufacturing firms in kenya. The marketing and consumer behavior literature has traditionally suggested that customer satisfaction is a relative concept, and is always judged in relation to a standard olander, 1977.
Pdf customer service effects on customer satisfaction. It covers customer satisfaction concepts, theories and models, service quality concepts and models and customer behavioural intentions referral concepts and models. A lot of theories explaining the nature and the development of consumer s satisfaction. Consumer satisfaction is the overall impression of consumer about suppliers and their products or services. The dissonance theory forms the basis of the assimilation theory. Principles of good customer service include speed, transparency and friendliness. Customer satisfaction can be experienced in a variety of situations. Piedra and david w engstrom the life model offers social workers a promising framework to use in assisting immigrant families. A field research in shopping centers in izmir cityturkey.
These include the assimilation contract theory, which explains how customers change in hindsight their chosen. According to assimilation theory a consumers perception about the products performance will be drawn toward his her expectations and customer satisfaction will be determined by customer s level of expectation. The marketing concept emphasizes delivering satisfaction to consumers and obtaining profits in return. The study presents a strong background on the theories of customer satisfaction. As stated in the theory of assimilation, customers have a tendency of assimilating or adjusting the. Assimilation theory is based on festingers 1957 dissonance theory. Customer satisfaction is an outcome of good internal feelings arising.
An empirical study of hypermarkets in taiwan mingtien tsai national cheng kung university, tainan, taiwan, roc chunglin tsai national cheng kung university and chang jung christian university, tainan, taiwan, roc hanchao chang national applied. The theory of dissonance states that the consumer makes a sort of cognitive. Examining two expectation disconfirmation theory models. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext.
According to anderson 1973, consumers seek to avoid dissonance by adjusting perceptions about a given product. Building customer satisfaction, measuring customer. Customer satisfaction is determined by overall feelings, or attitudes, a person has about a product after it has been. A lot of theories explaining the nature and the development of consumer s satisfaction from various perspectives fall under the umbrella of this paradigm. Payton et al 2003 argues that assimilation theory has a number of shortcomings. Determinants of customer satisfaction and loyalty in the nigerian telecommunications industry oghojafor, b. Customer satisfaction concept theory of customer satisfaction. Introduction in this era of industrial revolution ir 4.
Customer satisfaction impact on banking services and. Theory of customer satisfaction ronald van haaften. Nov, 2017 the purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees assimilation, separation, integration, and marginalization on customer satisfaction and customer commitment. There are however a few areas in which the firms diverge from theory, specifically those relating to the usages of estimated values such as loyalty and satisfaction in customer.
The thesis presents best practices and the relevant recommendation on how to improve trivsel customer satisfaction. According to assimilation theory a consumers perception about the products performance will be drawn. It is particularly true for the services firms where increased level of customer satisfaction results in profit maximization. Customer satisfaction evaluation and recommendations for a marketing communication. The theory of dissonance states that the consumer makes a sort of cognitive comparison between the expectations regarding the product and the products perceived performance. Assimilation theory is a theoretical framework which provides more insight into. Impact of frontline service employees acculturation.
Aug 25, 2015 this theory comes from social psychology rather than from business, but still provides a useful framework in which to discuss customer satisfaction. Research on the influence factors of the service satisfaction. Customer satisfaction as a key element, the concept of. Two concepts are involved in disconfirmation theory. Assimilation processes in service satisfaction formation assimilation processes in service satisfaction formation rik pieters. Assimilationcontrast theory suggests that if performance is within a customer. The business depends up on client services and the satisfaction of the customer and this is compelling them to improve customer. The contrast theory of customer satisfaction predicts customer reaction. Assimilation processes in service satisfaction formation. Assimilation contrast theory posits that satisfaction depends on the magnitude of discrepancies that exists between expected and perceived performance. During the past two decades,more than 1200 articles have been published in the area of customer satisfaction research perkins, 1991. The theories include the ex pectancydisconfirmation paradigm edp, the. The customer loyalty theory, based on the consideration of some variable demographics, was developed over years of research studying the habits of consumers.
Effect of islamic banking financing strategies on customer. Thus, consumer satisfaction is crucial to meeting various needs of consumers. According to the literature, customer satisfaction is connected with. Performance, expectation disconfirmation theory, satisfaction, usefulness. Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer and not just the company line. This chapter explores what can be understood of customer satisfaction, customer loyalty, customer retention, perceived values, complaints and corporate image. The theory underpinning the study is assimilation contrast theory. His methodologies suggested a link between the customer satisfaction dimensions and process performance metrics. Aug 26, 2019 understanding customer service theory helps businesses to provide superior customer service and meet their goals. Satisfaction positive disconfirmation is known to occur when product or service is better than expected. Performance, expectation disconfirmation theory, satisfaction, usefulness, continuance intention.
This view of the consumer postusage evaluation was introduced into the satisfaction literature in the form of assimilation theory. Customer service effects on customer satisfaction and customer loyalty. The theory attempts to define what drives loyalty in customers and can represent an effective tool for gaining and retaining your hardwon patrons. Role of inventory management on customer satisfaction among. Akpoyomare department of business administration university of lagos, lagos, nigeria. With objective methods, customer satisfaction is measured on observable behavioursuch as turnover or market share. Its a psychological state that is measured by the customers expectations. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction. Assimilation contrast theory entails that expectation of clientele should be high by the promotional efforts until such a level that it. Role of supply chain practices on customer satisfaction in. According to assimilation theory a consumers perception about the products performance will be drawn toward his her expectations and customer satisfaction will be determined by customer.
Some other researchers employ perceived performance as an additional predictor of satisfaction 14. The theory of assimilation festingers theory of dissonance 1957 forms the basis for the theory of assimilation. Assimilation is a process that will differ on the basis of race, ethnicity, and religion. Customer satisfaction is crucial since manufacturing firms contribute greatly to the economic.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Assimilation and asymmetry effects bernard tan was the accepting senior editor. Influence of digital banking on customer satisfaction. An empirical study on the customers satisfaction on. Youjae 2010 defined consumer satisfaction as a measure of how products and services supplied by a company meets or surpasses customer s expectation. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. Anna alapeteri term and year when the thesis was submitted. Unlike expectancyconfirmation, which requires a customer to have a stable, singular expectation, assimilation contrast theory only demands a general, broad sense of what the product is. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or. A study of interrelationships and effects in nigerian domestic airline industry rahim a. On the other hand, a performance worse than the expected results is.
A theoretical framework of users satisfactiondissatisfaction theories. Taking this theory as a lens, one can see generational changes within immigrant families, wherein the immigrant generation is culturally different upon arrival but assimilates, to some degree, to the dominant culture. The importance of customer satisfaction in relation to. Over the years, a number of authors have used some form of comparison to model satisfaction. Wang and hingpo, 2002 showed that the dynamic relationship among service quality, customer value are key factors of customer satisfaction. Pdf on jan 1, 2008, atila yuksel and others published consumer. Advancing theory of consumer satisfaction and wordofmouth. Festingers theory of dissonance 1957 forms the basis for the theory of assimilation. Expectation disconfirmation theory edt posits that expectations, disconfirmation, and performance influence customer satisfaction. Dissonance theory posits that consumers make some kind of cognitive comparison between expectations about the product and the perceived product performance. Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs assuring that the quality standards you establish reflect the voice of the customer. The relationship between customer satisfaction and service. Assimilation contrast theory deyong 1994 proposed a methodology to develop a conceptual link between customer satisfaction dimensions and process performance metrics.
218 105 474 187 436 473 1478 561 811 114 406 639 117 833 72 305 1411 1432 207 256 606 1145 240 1281 923 32 690 842 816 733 987 1083 579 1233