Thông tin chung
  English
  Đề tài NC khoa học
  Bài báo, báo cáo khoa học
  Hướng dẫn Sau đại học
  Sách và giáo trình
  Các học phần và môn giảng dạy
  Giải thưởng khoa học, Phát minh, sáng chế
  Khen thưởng
  Thông tin khác
  Tài liệu tham khảo
  Hiệu chỉnh
 
Số người truy cập: 107,141,701

 Research Framework on Customer Satisfaction
Tác giả hoặc Nhóm tác giả: TRẦN THỊ MỸ CHÂU
Nơi đăng: International Journal of Engineering and Science; Số: 13;Từ->đến trang: 96-102;Năm: 2023
Lĩnh vực: Kinh tế; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT
The study proposes a comprehensive model that includes service quality, customer involvement, and brand image as crucial factors in measuring customer satisfaction. Consistently providing high-quality service and maintaining a positive brand image lay the foundation for customer satisfaction, as customers perceive the brand as trustworthy and capable of meeting their needs. Customer involvement plays a role in shaping satisfaction, as actively involving customers in the service process creates a sense of ownership and personalization. Businesses should create opportunities for customers to contribute ideas and feedback to improve satisfaction. High service quality that meets customer expectations leads to higher satisfaction. the study highlights the interlinked nature of service quality, brand image, customer involvement, and satisfaction. Businesses should prioritize providing high-quality service, building a positive brand image, engaging customers, and continuously improving their approach to maximize customer satisfaction and promote business success. However, a limitation of the study is that the research model has not been proven for specific products or services, suggesting the need for future quantitative studies in different contexts to validate the findings. Keywords: service quality, brand image, customer involvement, customer satisfaction, different contexts
ABSTRACT
The study proposes a comprehensive model that includes service quality, customer involvement, and brand image as crucial factors in measuring customer satisfaction. Consistently providing high-quality service and maintaining a positive brand image lay the foundation for customer satisfaction, as customers perceive the brand as trustworthy and capable of meeting their needs. Customer involvement plays a role in shaping satisfaction, as actively involving customers in the service process creates a sense of ownership and personalization. Businesses should create opportunities for customers to contribute ideas and feedback to improve satisfaction. High service quality that meets customer expectations leads to higher satisfaction. the study highlights the interlinked nature of service quality, brand image, customer involvement, and satisfaction. Businesses should prioritize providing high-quality service, building a positive brand image, engaging customers, and continuously improving their approach to maximize customer satisfaction and promote business success. However, a limitation of the study is that the research model has not been proven for specific products or services, suggesting the need for future quantitative studies in different contexts to validate the findings. Keywords: service quality, brand image, customer involvement, customer satisfaction, different contexts
© Đại học Đà Nẵng
 
 
Địa chỉ: 41 Lê Duẩn Thành phố Đà Nẵng
Điện thoại: (84) 0236 3822 041 ; Email: dhdn@ac.udn.vn