Stakeholder Preference and Stated vs Derived Importance Satisfaction Research

Abstract

This paper presents a case study that reveals how stakeholders in the research process, by recommending specific data collection and analytical techniques, exert significant 'hidden' influence on the decisions made on the basis of market research findings. While disagreements amongst stakeholders regarding research design are likely, the possibility that strategies adopted by companies are dependent upon stakeholder research preferences has not been adequately addressed in the literature.Two widely used quantitative customer satisfaction evaluation approaches, involving stated and derived importance, are compared within a real life market research setting at an international bank. The comparative analysis informs an ongoing debate surrounding the applicability of explicit and implicit importance measures and demonstrates how recommendations are dependent upon the methodological and analytical techniques selected.The findings, therefore, have significant implications for importance based satisfaction market research planning and highlight the need to consider the impact of stakeholder preferences on research outcomes.3

Evaluating the Customer Satisfaction’s Effect on Murabahah and Mudarabah Financing in Islamic Banking

“…The research found a correlation relationship between the perceived quality of the products and customer satisfaction with (t-statistics=4.943 and path weight of 0.313), and the p-value of 0.000 which implies that the hypothesis (H1) is accepted as the perceived quality of Islamic bank products significantly affect customer satisfaction and this finding is similar to that of [19], where they found that perceived quality of green products has a positive effect on customer satisfaction, and also [38] saw the same direct and positive relationship between product perceived quality and customer satisfaction in hotel industry. Though, a score of findings found a negative and indirect relationship between perceived quality of products and customer satisfaction, for instance in the findings of [58].…”

“…Though quality management performance is studied in Toto, the connection between quality practices built on quality dimensions and perceptions of customers permits an added study [38,51,64]. This study starts with a review of the quality dimension and perspectives, in the literature.…”

Inferindo a importância dos atributos do transporte coletivo a partir da satisfação dos usuários

“…Conhecer a satisfaçaõ em relação a cada atributo permite entender os pontos em que as expectativas dos clientes não estaõ sendo alcançadas, sendo parte importante na identificaçaõ das ações que precisam de melhorias (Matsukuma e Hernandez, 2007). Como apresentado por diversos autores (Baiaõ et al, 2011;Chu, 2002;Greenland et al, 2016;Gustafsson e Johnson, 2004;Matsukuma e Hernandez, 2007), conhecer apenas a percepçaõ dos clientes em relação aos atributos do serviço muitas vezes não é o suficiente; é tambeḿ necessário entender o quanto esses atributos influenciam no nıvel de satisfação geral. Desse modo, a importância relativa entre cada aspecto do serviço possibilita identificar os pontos mais relevantes, de forma que os esforços sejam alocados de maneira eficiente e com o objetivo de obter a satisfaçaõ do cliente.…”

“…No entanto, não há um consenso claro entre os profissionais sobre a melhor forma de obter a importância e muitos autores mostraram em seus estudos que nem sempre as abordagens fornecem o mesmo resultado (Baiaõ et al, 2011;Greenland et al, 2016;Chu, 2002;Gustafsson e Johnson, 2004;Matsukuma e Hernandez, 2007).…”

“…No entanto, ambas saõ relevantes e podem fornecer informações importantes para ajudar os provedores de serviços a melhorar suas ofertas e a satisfaçaõ do cliente. Greenland et al (2016), dizem que, se usadas em conjunto, as duas tećnicas se complementam e destacam as dimensões menos e mais tangıveis a serem abordadas.…”