an experimental study of customer effort expectation and satisfaction pdf Wednesday, March 17, 2021 7:14:45 AM

An Experimental Study Of Customer Effort Expectation And Satisfaction Pdf

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Customer satisfaction is an important indicator in determining the future coordinates of any entrepreneurial activity, be it company, institution or non-governmental organization. Our research is performed in the public hospital units from Alba County.

An Experimental Study of Customer Effort, Expectation, and Satisfaction.

A number of studies affirm that the level of consumer satisfaction with a product is positively correlated with the amount of effort expended in obtaining that product. This proposition, however, fails to explain situations where the customer may be more satisfied with a product when expending low effort than when expending high effort. The article attempts to reconcile conflicting evidence concerning the effects on product evaluation as a result of the magnitude of consumer effort.

The two experiments conducted in this study suggest that the, issue of effort is a relative matter, measured and viewed by the individual in relation to the extent of his effort resource or reservoir. The experiments also indicate that this effort resource is capricious over time and place. The conclusion suggests to marketers with pricing responsibilities other alternatives to high-price policies as a means of attaining the desired customer evaluation of a product. This is a preview of subscription content, access via your institution.

Rent this article via DeepDyve. Anderson, R. Aronson, E. Arrowood, A. Brehm, J. Google Scholar. Cardozo, R. Festinger, L. Golden, L. Hovland, C. Howard, J. Olshavsky, R. Oshikawa, S. Wasson, C. Woodside, A. Maryan, R. Download references. Reprints and Permissions. Hanna, N. JAMS 6, 91— Download citation.

Issue Date : December Search SpringerLink Search. Abstract A number of studies affirm that the level of consumer satisfaction with a product is positively correlated with the amount of effort expended in obtaining that product. Immediate online access to all issues from Subscription will auto renew annually. References 1. Authors Nessim Hanna Ph. View author publications. Rights and permissions Reprints and Permissions.

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a study on customer satisfaction in mobile telecommunications pdf

Previous research has suggested that consumers use multiple strands to evaluate their satisfaction with a product and to establish postpurchase behavioral intention. However, prior empirical research has focused on which individual standard best predicts satisfaction. In contrast, this article develops and tests a model of consumer satisfaction and postpurchase behavioral intention in which consumers simultaneously use multiple standards—perceptions of performance, brand expectations, and category expectations. 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.

However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. Cengiz and Yayla tested the relationship between marketing mix, perceived value, perceived quality, customer satisfaction and customer loyalty. The findings of the study revealed that most of the respondents in the sample have been found to be using the services of Airtel and Vodafone. The result of this study is based on data gathered online from academic staff in public universities in Yemen. India has shown tremendous growth in past few years in terms of mobile services. To study customer satisfaction of Vodafone.

This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The result of this study is based on data gathered online from academic staff in public universities in Yemen. The study uses the total Mobile phone users in Ambo town as population. The factors related to payments and savings such as offers, rents, charges are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another. To study the various services provided by Vodafone.

Can effort/satisfaction theory explain price/quality relationships?

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A number of studies affirm that the level of consumer satisfaction with a product is positively correlated with the amount of effort expended in obtaining that product. This proposition, however, fails to explain situations where the customer may be more satisfied with a product when expending low effort than when expending high effort. The article attempts to reconcile conflicting evidence concerning the effects on product evaluation as a result of the magnitude of consumer effort.

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Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: Results of a laboratory experiment indicate that customer satisfaction with a product is influenced by the effort expended to acquire the product, and the expectations concerning the product.

Достигнув нижней ступеньки, он вгляделся в лестничную площадку наверху и крикнул: - Назад, коммандер. Назад, или я сломаю… Рукоятка револьвера, разрезая воздух, с силой опустилась ему на затылок. Сьюзан высвободилась из рук обмякшего Хейла, не понимая, что произошло. Стратмор подхватил ее и слегка обнял, пытаясь успокоить. - Ш-ш-ш, - утешал он.  - Это .


Specifkally, the experi- ment suggests that satisfaction with the product may be higher when customers expend considerable effort to obtain the product than when.


An Experimental Study of Customer Effort, Expectation, and Satisfaction

Причиной этого стала любовь, но не. Еще и собственная глупость. Он отдал Сьюзан свой пиджак, а вместе с ним - Скайпейджер. Теперь уже окаменел Стратмор. Рука Сьюзан задрожала, и пейджер упал на пол возле тела Хейла.

 - Стратмор кивнул в сторону лаборатории систем безопасности.  - Чатрукьян уже, надеюсь, ушел. - Не знаю, я его не видела. - Господи Иисусе, - простонал Стратмор.

2 Comments

LujГЎn G. 19.03.2021 at 07:30

While support has been found for this theory of satisfaction, an alternative theoretical approach may be more appropriate from a conceptual standpoint as well as more parsimonious.

Gallia M. 23.03.2021 at 11:36

Abstract. Results of a laboratory experiment indicate that customer satisfaction with a product is influenced by the effort expended to acquire the product, and the​.

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