...Bee Wah Yap; T. Ramayah; Wan Nushazelin Wan Shahidan Purpose The purpose of this paper is to test some antecedents and outcomes of satisfaction in the banking sector in Malaysia. Design/methodology/approach A research model based on the customer satisfaction index (CSI) was developed...

...Amy Poh Ai Ling; Mohamad Nasir Saludin; Masao Mukaidono Purpose This paper seeks to take a cautionary stance to the impact of the marketing mix on customer satisfaction, via a case study deriving consensus rankings for benchmarking on selected retail stores in Malaysia. Design/methodology...

... relationship with customer satisfaction. Furthermore, customer satisfaction had a positive impact on re‐purchase intentions, positive word‐of‐mouth and customer's positive feedback. Originality/value While most studies have considered only the perquisites or the outcomes of relationship quality, this study...

... of customer satisfaction. Design/methodology/approach Based on a survey from 400 direct sales channel customers, the findings suggest that the ratings and rankings of attributes were largely determined by the methods utilized to measure the attributes' importance. Findings The results of IPA presented...

... by underperforming and sometimes even misrepresented products and services. As a way of measuring and driving this increased customer focus, customer satisfaction surveys were born and customers were bombarded with survey after survey at the end of every call. Companies were horrified to learn that so‐called...

... CRM processes and applying software tools. Continually monitoring of customer satisfaction and behavior and measuring successes with benchmarking and more will make sure the processes continue to evolve in the best method. © Emerald Group Publishing Limited 2006 Yet in the meantime, consumer...

..., for example, customer satisfaction metrics are one determinant of compensation for all employees. The CCOs in the companies I studied go by different titles – Chief Customer Officer, Chief Customer Advocate, Customer Experience Officer, Director of Customer Advocacy. In some companies the CCO...