Customer satisfaction and willingness to switch Essays

Customer satisfaction and willingness to switch Essays Customer satisfaction and willingness to switch Essay Customer satisfaction and willingness to switch Essay Customer Satisfaction was recognized as major outcome of marketing activity which helps in explaining post purchase phenomenon such as repeat purchase and brand loyalty. Oliver (1999) defined Customer Satisfaction as the consumer s sense that consumption provides outcomes against a standard of pleasure versus displeasure. Eshghi, Roy and Ganguli (2008) suggested that relational quality, competitiveness, reliability, reputation and transmission quality are significant predictors of customer satisfaction. Aydin and Ozer(2005) defined it as customers overall (dis)satisfaction with the brand based on all encounters and experiences with that particular brand. Hence, in the study overall customer satisfaction with the service provider was evaluated instead of consumers specific transaction experiences. They also suggested that increased customer satisfaction, increased trust in the firm and switching costs are essential for customer loyalty. Customer loyalty is a relationship between relative attitude towards on entity and repeat patronage behavior (Dick and Basu, 1994. Oliver (1999) suggested that customer satisfaction and Customer Loyalty are linked inextricably. Harris and Goode (2004) suggested the satisfactions mediating role in the relation between perceived quality or value and loyalty. Anti n, Camarero, and Carrero (2007) have confirmed that the mediating effect of customer satisfaction between the predisposing (poor service quality and low firm commitment) and precipitating factors (price unfairness and anger incidents) of dissolution and the consumers switching intention. Also, Spiros P. Gounaris, Nektarios A. Tzempelikos, Kalliopi Chatzipanagiotou (2007) explained how customer percieved value influences, through customer satisfaction and loyalty, the buying behaviour of consumers. In our study, the term perceived price is to mean the degree of reasonability which a customer associates a given price fixed for the usage of the mobile service, value- added services charges and the monthly rental charges. This is mainly a perception factor in the consumer mind. We test for the influence of this factor, the perceived price on the construct of customer satisfaction. Customer satisfaction in turn encompasses the comprehensive view of the mobile service provider in the customer`s mind. While customer satisfaction is contingent on several factors, herein we explore the effect of the perceived price on the same. There has been a body of research carried out in the past, in various sectors, on the influence of this factor on the overall customer satisfaction levels. Carmen Anti n, Carmen Camarero, and Mirtha Carrero (2007) found evidence in the insurance industry that unfair pricing is a determinant to customer satisfaction. In fact, they have concluded that unfair pricing strongly impacts switching, in a direct and indirect manner via customer satisfaction. Chada and Deepa Kapoor (2009) have stated that Customer satisfaction in turn affects the price senility of a customer. Evangelia Blery, Nick Batistatos et al (2008) conclude that the perceived price is negatively affects a repeat purchase of a customer in a negative manner. Makam S Balaji (2009) examined the effects ofvarious factors, including perceived price on customer satisfaction in the Indian mobile telephony sphere and found it to be strongly associated. The findings of Muhammad Mohsin Butt and Ernest Cyril de Run(2008) show that the satisfaction levels of Pakistani mobile telephone service users satisfaction is dependent on price, among several other factors. Ristola and M. Kesti(2006) conceptualized that the service quality depends upon the above mentioned factors. The physical factors involves the physical product and supports, interactive quality refers to the interaction between the customer and the service provider, and the corporate quality is symbolic in nature and involves the perception about the company in the minds of the customers and its brand image. Service quality is defined as a global assessment that is the customers overall impression of the relative inferiority/superiority of the service provider and its services. Further, Rusk and Zahorik supported the expectation-perception gap for measuring service quality. The main antecedents to perceived service quality are the customer expectation and perceived performance (Bitner and Hubert). Further, Richard Spreng, Linda Shi,Thomas Page suggested that net Customer Satisfaction has a marginally higher impact on switching intention than total perceived service quality. Also, A. Taylor,Thomas L. Baker(1994) concluded that Consumer satisfaction moderates the relationship between the quality of service and intention to switch. Zhilin Yang, Robin T. Peterson (2004) found that switching costs moderate the relationship between satisfaction and perceived value. Next, Hsin-Hui (Sunny) Hu, Jay Kandampully and Thanika Devi Juwaheer(2009) examined the association and impact of customer satisfaction and perceived value and found that customer satisfaction is affected by perceived service quality. Das, Bhagaban Mohanty, Sangeeta(2007) carried out a study in the Indian context and found that better perceived service quality leads to increased customer satisfaction. Customer satisfaction results from the comparison of expected performance with that of the perceived actual performance (Churchill, Suprenant, 1982). Parasuram et al also suggested that service quality is positively related to the customer satisfaction levels and that service quality perceptions are dependent not only on the outcomes but also on the evaluation of the service delivery process by the customers. Venetis and Ghauri (2000) viewed that the service quality is regarded as one of the few means for service differentiation and competitive advantage that attracts new customers and contributes to the market share. Further, Rakshit Negi (2009) concludes that the service quality was found to be significantly linked with the overall cellular phone user satisfaction. Also, Birgit Leisen(2006) suggests, as perceived levels of satisfaction increase, the less likely the customer is going to switch to a more conveniently located competitor and, hence, the more loyal he or she remains. Further, T. Vanniarajan, P. Gurunathan (2009) concluded that the cellular operators need to engage in improving the quality of both the value added services and the main service quality to increase their customer satisfaction which would lead to a greater customer loyalty. Hence differentiation leads to customer satisfaction.

Exercise 3 Essay Example | Topics and Well Written Essays - 1000 words

Exercise 3 - Essay Example The scope of the project is dependent on the client’s specifications. Steps in this stage vary according to project. A meeting to determine the steps needed is common with all projects at the initiation stage (Lewis, 12). The next phase is called the planning phase and involves planning how the resources discussed in the earlier phase will be used. Where an initial budget had been created, the project manager now has to facilitate a review of the budget and the estimation of an order to complete the given tasks considering the budget. While phase one deals with what needs to be done, phase two deals with how it is to be done. The third phase is the execution phase that involves doing the task. It is tempting to begin a project at this stage, but steps 1 and 2 are just as important. All projects then have a closing stage that involves reflection to review the project for possible changes for implementation if another project were to take place. Those with responsibilities are r equired to share the insight into what was well done and what could have been improved. Project management requires quality communication since if the ideas were not presented clearly, then serious impediments would occur. When making a decision regarding what technology to use, training and budgetary questions require to be answered. These involve the presence of existing technology, whether training will be required for the team and whether the technology will reduce time spent on the project. In a team, communication can be synchronous, that is communicating at the same time or asynchronous, which involves the inability to communicate at the same time. Sending of e-mails to team members is an example of asynchronous communication while a face-to-face meeting is a good example of synchronous communication. Another aspect of efficient communication in project management is emotional intelligence. The project leader has to possess emotional intelligence because they have to interact with various personalities in the project team. EI involves relationship management, empathy, self-regulation and emotional awareness. EI quality affects the trust that the team members will put in their leader, which, in turn, aids in the project’s success. A project leader must have the empathy to understand where the origins of different viewpoints. A project manager also needs to have conflict resolution skills since different personality types will clash in teams (Lewis, 12). Finally, for project management to be successful, it needs efficient, time management. Poor management of projects also leads to additional costs. In applying techniques for time management, we need to prioritize the tasks that need to be done. Quality time management also involves the development of personal relationships since time spent resolving conflict could be spent on constructive. One must also plan to complete the activity. Organization is yet another rule for project management, with the ability to adapt to situations being the final activity. Summary of Netcraft.com One of the key steps that the internet community has been taught to protect their personal information via the internet is to ensure that they enter over an encrypted connection. This has resulted in phishing attacks, which use SSL certificates because most internet users associate valid presence of an SSL certificate with improved security. While most phishing attacks occur over HTTP, some run on SSL certificate run sites. Access on

Wolf Motors Case Study Example | Topics and Well Written Essays - 250 words

Wolf Motors - Case Study Example Mr. Wolf is concerned about the availability of the team members with the right traits as the right people is most essential for apt after sales service. Also, the company resorts to adequate forecasting of demand of products based on historical data as well as factors like seasonality. The owner also put due emphasis on the investments and storage space as he focuses more upon purchasing of parts and materials. John Wolf should look forward to devise an efficient supply chain strategy so that he could strengthen the dealership network. Application of ERP framework is highly recommended. Also, he could use methods like ‘Just in Time’. Purchasing policies differ because while purchasing the materials and spare parts, they have to purchase those directly from the branded stores like GM. But again when the company purchased oils and lubricants, they could purchase those from any store. Sometimes, the spare parts are purchased by Wolf Motors to be utilized in the after-sales service while many a times such parts are directly sold to the customers. Therefore, the purchasing policies differed with respect to different items. With efficient supply chain design and integration, John Wolf could reduce the working capital as well as transit time to a great extent. Dedicated enterprise resource planning architecture can help in managing the balance between the dealers and the buyers. The efficient management of the closing stock holds the

Residential Project Essay Example | Topics and Well Written Essays - 500 words

Residential Project - Essay Example Furthermore, any activities that result in wastage of time shall be eliminated. Also, activities that can be done simultaneously shall be grouped for quick results. The desired result of the message is to be able to graphically demonstrate that I have been successful in complying with the schedule. Furthermore, the message shall invite feedback from the audience regarding which activities need to be grouped or which need to be eliminated. This shall ensure that there is communication between my boss and myself. Not only will it allow my boss to keep track of the direction I’m taking in my work but also allow him to provide feedback on the work I’ve completed. This shall further allow him/her to make recommendations for any improvements which I can incorporate into my project to complete it on time. Any bottlenecks shall be identified to which improvements shall be made over time. Although the message is complete in itself, it shall serve as the building block for future discussions. The intended audience is my boss. Assuming that I work in a construction firm as a construction manager, and I am presenting the results of my team before the general manager. The results shall show the number of housing units completed under the private sector, residential housing project. The audience is expected to be knowledgeable about the concepts used in the message; hence, technical terms may be used. Since the graph shall convey its intended meaning through the illustrative element rather than words, display type shall not be used to draw audience’s attention. Using display type may distract the audience from the overall meaning of the message in this case which is to compare the scheduled and actual outcomes. Few words shall be used in the copy area and shall primarily comprise of the graph’s legend.

Jack Kerouac’s On The Road - The American Quest Essay -- On The Road

On The Road and the American Quest      Ã‚  Ã‚  Ã‚   Jack Kerouac's On The Road is the most uniquely American novel of its time.   While it has never fared well with academics, On The Road has come to symbolize for many an entire generation of disaffected young Americans.   One can focus on numerous issues wh en addressing the novel, but the two primary reasons which make the book uniquely American are its frantic Romantic search for the great American hero (and ecstasy in general), and Kerouac's "Spontaneous Prose" method of writing. On The Road is an autobiographical first-person book written in 1951 and based on Kerouac's experiences of the late 1940's. At the time, America was undergoing drastic changes and the sense of sterility brought on by a mechanized Cold War era society resu lted in a feeling of existential dislocation for many. Numerous Americans began to experience a sense of purposelessness and the air was rife with disillusionment.   Kerouac was one of these restless postwar young people and he longed for...something.   A n ew kind of hero?   A return to a Romantic tradition and simpler days?   When Kerouac met Neal Cassady, he knew Cassady was the kind of hero he had been seeking.   Eventually, as Robert Hipkiss notes, "Kerouac began to see Neal as an 'archetypal American Man' "....and, in fact, when Kerouac created Dean Moriarty out of Neal, "he created a new symbol of flaming American youth, the American hero of the Beat Generation" (32-3).   Indeed, as Hipkiss argues, Dean Moriarty   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   is the most singular hero of the road America has ever had.      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Mixing the individualism of the freeborn American with that      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   great present-day extension of this freedom, the motor car, ... ...opeless and yet be determined to make them      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   otherwise.... On The Road is an example of such a test's      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   being taken -- and passed.... (132)    Kerouac, like Bellow and Plath, sees that things are hopeless but he remains determined to go on, and on, and on....          Works Cited    Bartlett, Lee, ed.   The Beats: Essays in Criticism.   Jefferson, C.: McFarland, 1981.    Bartlett, Lee.   "The Dionysian Vision of Jack Kerouac."   Bartlett 115-26.    Dardess, George.   "The Delicate Dynamics of Friendship: Reconsideration of Kerouac's On The Road."      Hipkiss, Robert A.   Jack Kerouac: Prophet of the New Romanticism. Lawrence: Regents P of Kansas, 1976.    Hunt, Tim.   Kerouac's Crooked Road.   Hamden, CT: Archon, 1981.    Kerouac, Jack.   On The Road.   New York: Signet, 1957.      

3.03 Two Idealists: Double Feature

Part I. Ralph Waldo Emerson In an essay published in 1841, Emerson addressed one of the central characteristics of the American sensibility: individualism. Before you read, take a moment to think about the term â€Å"self-reliance† and what it means to you as a teenager and a student. As you read, determine what â€Å"self-reliance† meant to Emerson and how your meaning and his overlap. †¢ Read â€Å"Self Reliance. † †¢ Open and complete the questions on the Emerson Questions page. †¢ Then, continue to Part II.Part II Henry David Thoreau â€Å"Civil Disobedience† was inspired by a night in jail, which Thoreau had to serve for not paying his poll tax. His refusal to pay a tax to the state stemmed from his opposition to slavery. The state supported it, and to show his disdain towards the state's position, he refused to pay this tax. Some people have suggested the essay shows that Thoreau merely wanted to withdraw from life and all its hard que stions. Others see Thoreau's position as the only one he could take to justify his stand.Upon completion of this assignment, Part II, you will have to decide for yourself how this essay affects you. †¢ Read â€Å"Civil Disobedience. † †¢ Write a letter to the editor either in support of, or in opposition to this statement from the excerpt above, â€Å"That government is best which governs not at all. † – Thoreau †¢ Before you begin writing, continue to the Report page, where you will receive further instruction on how to formulate this letter. †¢ You will be adding this letter (Part II) to your Part I assignment to submit as your assessment for this lesson

Socrates The Wise Man in Apology by Plato - 713 Words

In Apology by Plato, a man named Socrates is put on trial for trumped-up charges. These charges are, â€Å"Socrates is a criminal and meddles in matters where he has no business. He’s always poking under the earth and up in the sky. He makes the worse case look better; and he teaches this sort of stuff to others† (Plato 1). In response to this, Socrates gives his defense, which is not used for defending himself, but for saving the Athenians. Socrates does not care if he survives or not; he just wants to share his story with the Athenians. He uses many ways to convey his point. When Socrates is given the death sentence, he is not afraid. He does not care if the Athenians kill him or not. â€Å"But I didn’t think then that because I was in danger I ought to do anything unworthy of a free person; nor do I now regret defending myself the way I did. I would much rather die for that sort of defense than to live after giving the other sort† (Plato 8). Socrates wo uld rather die than prevaricate to get himself out of his predicament. He says that he does not regret defending himself. He had no qualm about dying for his cause. He puts emphasis on â€Å"nor do I now regret defending myself†. Socrates has no regrets, and he wants the Athenians to know that. Socrates later says, â€Å"But now it’s time to leave, time for me to die and for you to live† (Plato 11). Socrates does not seem bothered or anxious. His tone does not indicate any stress, revealing that he is okay with his fate. He says â€Å"now it’sShow MoreRelatedPlatos The Allegory of the Cave as Means to Explain The Apology1672 Words   |  7 PagesCave† As Means to Explain â€Å"The Apology† Authors sometimes use one work to explain or elaborate on the intricacies of another piece of theirs. 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Though Plato was one of the earliest philosophers, the topic of wisdom is still debated by modern philosophers today, contemplating questions such as â€Å"What are the classifications of ‘wisdom’?† According to Plato’s two dialogues, the characteristics of wisdom have a strongRead MorePlatos Philosophy in Apology1375 Words   |  6 PagesPHL202H5 Plato s Philosophy in Apology Plato was known to be one of Socrates students, and knew him for over 40 years. Although Plato s version of Apology is popularly believed to be (the most accurate) historical recount of what happened in 399 B.C on the day of Socrates trial, historians cannot be sure the validity of everything he wrote. It can be argued that it is actually a philosophical work, remarking on the teachings of Socrates and his beliefs, which he stood by even until hisRead MorePlato Is One Of The Greatest And Well Known Philosophers1388 Words   |  6 Pages Plato is one of the greatest and well known philosophers of all time. Born around 428 BC, Plato grew up in Greece learning from Socrates, another well known philosopher. Later in life, Plato taught Aristotle who was also a well known philosopher. His works of writing and thoughts about life have significantly impacted the Western culture in numerous ways. In selected readings of Plato, he seems to place importance on wisdom, and how to attain wisd om. Plato argues that in order to attain pure knowledgeRead MoreApology, By Plato s Apology1298 Words   |  6 Pagesâ€Å"I know, I do not know,† are the words that constitute Socrates’ philosophy that â€Å"The only true wisdom is in knowing you know nothing.† In â€Å"Apology,† written by Plato, this ethical belief makes a bold appearance demonstrating that true ignorance only revolves around those who think that they know everything. In â€Å"Apology,† Socrates learns that the wisest men are those who do not think of themselves of wise, and rather make an approach of going beyond an authentic method of inquiry and helping othersRead MorePlatos The Apology659 Words   |  3 Pages Platos The Apology is an account of the speech Socrates makes at the trial where he is charged for various reasons; not recognizing the gods recognized by the state, inventing new deities, and corrupting the youth of Athens. Socrates did not win over the jury pleading his case, and was therefore sentenced to execution. It can be said that Plato’s Apology of Sokrates, although an unsuccessful attempt at defending Socrates on the charges of corruption the youth of Athens, is a successful defenseRead MoreApology Reflection989 Words   |  4 Pagesimportance of examining various aspects of life in a systematic and thorough way. Likewise, as I read Plato’s Apology, I began to realize that an essential part of simply living our lives is to also examine and dig deeper into our internal being. In fact, Socrates exclaimed that â€Å"an unexamined life is not worth living† (Plato, 2006, para. 68), but what does he mean by this? When Socrates made this bold statement, I believe that he was stating that we should always question, examine, and define our