학술논문
Toward Developing a National Customer Satisfaction Index in Jordan
이용수 35
- 영문명
- Toward Developing a National Customer Satisfaction Index in Jordan
- 발행기관
- People & Global Business Association
- 저자명
- Dia Zeglat Ibrahim Mukattash
- 간행물 정보
- 『Global Business and Finance Review』Vol.28 No.3, 1~14쪽, 전체 14쪽
- 주제분류
- 경제경영 > 경영학
- 파일형태
- 발행일자
- 2023.06.30
4,480원
구매일시로부터 72시간 이내에 다운로드 가능합니다.
이 학술논문 정보는 (주)교보문고와 각 발행기관 사이에 저작물 이용 계약이 체결된 것으로, 교보문고를 통해 제공되고 있습니다.
국문 초록
영문 초록
Purpose: This research aims to develop a national index to measure customer satisfaction in Jordan. Based on householders' perspectives and assessments, this index will form a national measurement of customer satisfaction with goods and services offered in Jordan.
Design/methodology/approach: T he r esearchers p erformed a s ystematic literature r eview (SL R) b y reading and analyzing the previous primary studies, using pre-specified search and inclusion criteria. In this study customer satisfaction index was defined and developed to the same degree as those that adopted specified customer satisfaction index principles in their development and application.
Findings: Using the developed Jordanian Customer Satisfaction Index (JCSI), each sector, industry, and company included in the index will get a customer satisfaction score. The JCSI will measure customer satisfaction in 15 major economic sectors in Jordan. It contains three items to measure and track customer satisfaction using three facets of satisfaction―an overall rating of satisfaction, performance against expectations, and performance against the customer's ideal service.
Research limitations/implications: The JCSI will encourage all Jordanian household consumers to give customer satisfaction feedback on purchasing and using goods and services. In this regard, this proposed national index will be helpful for consumers, managers, and policymakers.
Originality/value: This paper developed a national customer satisfaction index in Jordan by using two perspectives(i.e., micro and macro levels). The proposed index in this paper is going to offer a multi-industry index to measure and benchmark Jordanian consumers’ satisfaction with goods and services produced and delivered in the Jordanian market.
목차
I. Introduction
II. Theoretical Basis
III. Methodology
IV. Results
V. Discussion
VI. Conclusion
References
해당간행물 수록 논문
- Strengthening the Link Between Organizational Culture and Employee Loyalty: Exploring the Mediating Effects of Employee Trust and Job Satisfaction
- Ethical Consumption in the Digital Age: Analyzing Benefit Types, Temporal Distance, and Normative Factors for Gen Z
- Toward Developing a National Customer Satisfaction Index in Jordan
- Integrity, CEO Compensation, and Performance: Evidence from Public Enterprises in South Korea
- Financial Attitude, Trust, and ROSCAs' Member Commitment: Social Relations as Mediating Factor
- Investor Sentiment, Cross-sectional Stock Returns, and Short-Sales: Evidence From Korea
- Analysis of Perceived Determinants in Customer Service Quality: Focused on A utomotive Air Conditioning Service C enters
- Sustainable Rural Tourism Practices From the Local Tourism Stakeholders' Perspectives
- Key Determinants of Budget Execution with the Political Market Approach: A Case Study of Korean Local Government
참고문헌
관련논문
경제경영 > 경영학분야 BEST
더보기경제경영 > 경영학분야 NEW
- 그린워싱의 인식 및 이슈에 대한 빅데이터 분석
- 외식경영자 관점에서의 대체육 메뉴 품질 속성과 인지된 가치, 태도 및 행동의도에 관한 연구
- 베이커리 카페 SNS 구전정보특성이 신뢰와 구전수용 및 공유행동, 재방문의도에 미치는 영향
최근 이용한 논문
교보eBook 첫 방문을 환영 합니다!
신규가입 혜택 지급이 완료 되었습니다.
바로 사용 가능한 교보e캐시 1,000원 (유효기간 7일)
지금 바로 교보eBook의 다양한 콘텐츠를 이용해 보세요!