Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

Horvath, Matus; Michalkova, Alexandra

doi:10.12776/qip.v16i1.61

Cited by 12 publications

(7 citation statements)

References 2 publications

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“…The consumer satisfaction can be defined as a consumer's perception of the degree to which consumers requirements have been fulfilled (Horváth and Michalkova, 2012). With the definition of satisfaction, Keiningham, PerkinsMunn, and Evans verified that consumer satisfaction is influencial on consumer behavior patterns.…”

Section: Satisfaction and Continuous Use Intentionmentioning

confidence: 99%

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

2017

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Purpose: With significant interest in mobile payment service(MPS), the amount of research on MPS has increased. However, prior studies have focused on users' first use adoption of MPS. Considering the length of time that has passed since MPSs were first introduced, it has become necessary to investigate usres' continuous use intentions of MPS. Therefore, in this research, we aim to verify which factors are influensive on continuous use intention of MPS.Methodology/Approach: To achieve purpose, we adopt the expectationconfirmation model(ECM) and inertia. Also, we arranged our research in South Korea where has well developed market of MPS. We applied structural equation model to verify the hypothesis and conducted a survey on consumer who had an experiecne with MPS before. Findings:The findings of this study highlight that importance of perceived usefulness. In this research, percieved usefulness have a significant effect on satisfaction and continuous use intention. Also, our findings emphasize the significant effect of inertia on the continuous use intention of an MPS. These findings have somethig in common with previous researches.Research Limitation/implication: Because young user constitutes the majority of the respondents, generalizing the finding to individuals of all ages is difficult. Further, we only colledcted sample data form MPS usres in South Korea. Consumer perceptions and therir effects on intention may differ from culture to culture. The robustness of these results may be enhanced by replicating the study across various cultures and multiple consumer age groups. Also, because the previous study which is verifying effect of ECM on MPS is scant, theoretical basis seemed not that much robust. On this study, we struggle to build relationship adapting Inforamtion System (IS) context to MPS environment. On the further study, we expect additional reseraches which are using ECM on various IS environment. 79Originality/Value of paper: This paper is an early research verfiying influencial factors on continuous use intention of MPS. This attempts and research of findings enable to offer timely advice to manager of MPS. Also, we struggle to apply concept of inertia to MPS environment to reflect more actual behavior of consumers. Category: Research paper

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Section: Satisfaction and Continuous Use Intentionmentioning

confidence: 99%

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

2017

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“…This is the reason why one cannot accept the theory considering zero level of complaints as a mark of high customer satisfaction (Nenadál, 2004;Vykydal, et al, 2006;Horváth and Michalkova, 2012).…”

Section: Methodsmentioning

confidence: 99%

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Szabó¹,

Socha²,

Socha³

et al. 2014

Proceedings of the Scientific Conference Quality and Leading Innovation´2014

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Purpose: The contribution is a treatise on the issue of quality of the telecommunication services, assessing services of mobile phone operators active in the Slovak market. Based on a survey, it presents evaluation of customer satisfaction with the services provided by the Telefónica Slovakia, Ltd. operating under the trademark of O2. Methodology:In this article, we have shown the possibilities for evaluating customer satisfaction in the telecommunications field. For assessing satisfaction of hundred respondents included in this study, we used a questionnaire in accordance with the Likert's format. Findings:The results shows, although O2 is the shortest time in the Slovak market compared to other providers, that the customers are globally satisfied with the services provided. The questionnaire-based survey has clearly also shown the areas where the Telefónica Slovakia, Ltd. still has to improve and focus its marketing strategy. Value of paper:The main contribution of the article is pointing out to the ways to approach the evaluation of customer satisfaction in the field of customer services, which may yield innovative marketing strategies of a companies.

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“…Consumer satisfaction can be defined as consumer per-ception of the extent to which consumer requirements have been met [55]. Keiningham, Perkins-Munn, and Ev-ans confirmed the definition of satisfaction where con-sumer satisfaction has an impact on consumer behavior.…”

Section: J Satisfactionmentioning

confidence: 97%

Post Acceptance Model for Online Teleconsultation services: An Empirical Study in Malaysia

Aborujiah

Nassr

Othmani

et al. 2021

Int. j. electr. comput. eng. syst. (Online)

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Most nations across the world are actively pursuing equal access to healthcare services. Teleconsultation technology is a substantial improvement in terms of an effective framework for the provision of healthcare services. However, a lack of understanding of people’s willingness towards the use of this technology has been observed. The goal of this study is to investigate the factors affecting the post-acceptance of teleconsultation services in Malaysia. This study developed a theoretical model which involves the combination of the second generation of Unified Theory of Acceptance and Use of Technology (UTAUT2) and Expectation Confirmation Theory (ECT), with the inclusion of several other constructs. An online survey was used to collect data from 154 university students and partial least squares (PLS) approach was used for data analysis. The research findings indicate that confirmation, performance, effort expectancy, usefulness, and satisfaction were the key factors that affect the post-acceptance of teleconsultation services. Furthermore, actual use, ease of use, technology readiness, and facilitating conditions did not impact participants' post intention in the continuous usage of teleconsultation facilities.

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Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

Cited by 12 publications

References 2 publications

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

Understanding Mobile Payment Service Continuous Use Intention: An Expectation - Confirmation Model and Inertia

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Post Acceptance Model for Online Teleconsultation services: An Empirical Study in Malaysia

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