Review of related literature on customer satisfaction

Goetzel in his study reached the conclusion that the relationship between employee health and safety in the workplace with productivity is significant. It includes the factors that cause, channel, and sustain human behavior in a particular committed direction.

The paper begins by outlining a brief definition of customer satisfaction measurement drawing on the extant literature. This study focused on three factors namely behavioural, organizational and environmental factors.

Customer satisfaction literature review

Satisfaction is not the same as motivation. One way of stimulating people is to employ effective motivation, which makes workers more satisfied with and committed to their jobs.

As a finding of a study Lamm, Massey, Perry, there is increasing and compelling evidence that providing a healthy and safe working environment has the potential to increase labour productivity and in turn increase business profits. Productivity is maximized when there is enough balance so that employees have enough control, authority, and permissions to make most operational decisions.

In addition, research suggests that job satisfaction involves two dimensions: Major problems on labor productivity are: This includes discussion of the impact of timing, sampling bias, customer benefit and confidentiality on participation and the impact of customer expectations and experiences, social and cultural background, intellectual disability and mental illness and response bias on participation and response quality.

Customer satisfaction literature review

Lastly it is argued that customer satisfaction measurement provides a performance management tool that can be used to generate data to meet compliance and reporting requirements, provide customers with information about service performance and provide evidence for future funding proposals.

Job satisfaction is the key ingredient that leads to recognition, income, 18 promotion, and the achievement of other goals that lead to a feeling of fulfillment Kaliski, Second, motivation is one of several factors that go into a person's performance e.

One thing these definitions have in common is the inclusion of words such as "desire""want""wishes""aim""goals", "needs"and "incentives". There is also an expectation that people who have contributed to such processes will receive information on the broader outcomes from their feedback and ideas.

Third, managers and researchers alike assume that motivation is in short supply and in need of periodic replenishment. The paper also discusses how customer satisfaction is measured by analysing the literature on key drivers or determinants of satisfaction.

Dissatisfied employees experience more psychological distress and physical health problems De Castro In addition to having attitudes about their jobs as a whole, people also can have attitudes about various aspects of their jobs such as the kind of work they do, their coworkers, supervisors or subordinates and their pay George et al.

The paper provides a starting point for social service organisations in developing more rigorous customer satisfaction processes and will be augmented by the development of tools that can be used to assist in the measurement of customer satisfaction. The management that dictate how, exactly, to maximize employee productivity center around two major areas of focus: It is also argued that customer satisfaction measurement provides a means of creating ongoing service improvement by identifying areas of improvement.

It is generally perceived to be directly linked to productivity as 22 well as to personal well-being. The final section reviews a number of methodological considerations.

A motivating environment may produce satisfying employees, which in turn may make many employees happy.

Money is not the only motivator. This will include consultation with customers to better understand how customer satisfaction measurement processes can be engaged in the development of customer satisfaction processes.

That is, it is the process of stimulating people to action and to achieve a desired task.

It argues that the drivers or determinants of satisfaction will differ in different service contexts and discusses the importance of including service customers in the design of customer satisfaction surveys. It is generally perceived to be directly linked to productivity as well as to personal well-being.

The indoor environment has the biggest effect on productivity in relation to job stress and job dissatisfaction.Literature Review service quality model, service quality dimensions, E-service quality, customer satisfaction, satisfaction formation, the linkage between customer satisfaction and service quality, and Internet banking.

Moreover, this chapter will present some information related to the research such as, the conceptual of real time customer. Literature Review Since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction.

Review of Related Literature In the business arena, more and more organisations are able to realise the importance of having good relations with their clients.

In this manner, many industries are trying to identify ways on how to promote or enhance client relationships. A Literature Review on Customer Satisfaction Introduction Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of.

Author’s research model and research hypothesis Author’s research model From the literature review of previous researches about interrelationship between service quality and customer satisfaction using SERVQUAL model, it seems that SERVQUAL approach is the 5/5(16). Literature Review service quality model, service quality dimensions, E-service quality, customer satisfaction, satisfaction formation, the linkage between customer satisfaction and service quality, and Internet banking.

Moreover, this chapter will present some information related to the research such as, the conceptual of real time customer.

Download
Review of related literature on customer satisfaction
Rated 4/5 based on 100 review