Tag Archives: Satisfaction

Impact of Service Quality on Customer Trust, Purchase Intention and Store Loyalty, with mediating role of Customers’ Satisfaction on Customer Trust and Purchase Intention (Published)

Service Quality is most important dimension on which customer satisfaction is based. The main theme behind this research paper is to examine the impact of Service Quality on Customer trust, Purchase Intention and Store Loyalty where Satisfaction performs the role of mediator with Trust and Purchase Intention. Also, this study will analyze the impact of Store image on store Loyalty.  This study is conducted mainly under the context of Grocery shopping in Jeddah, Saudi Arabia. Sample of 322 has been taken by using convenient sampling. Results show that all predicted hypothesis has been accepted after conducting the regression test. Positive impact has been seen between service quality and trust, service quality and purchase intention, and service quality and store loyalty. Also mediating role of customer satisfaction has been seen on customer trust and purchase intention. Finding also reveals that store image positively impact the store loyalty. This study will be helpful for researchers for future consideration in Saudi Arabia which provide useful implications as well.

Keywords: Purchase Intention, Satisfaction, Service Quality, Store Loyalty, Trust, store image

Indicators of Employees’ Job Satisfaction and Organization Climate Commitment at Selected Factories: Basis for Human Resource Management Enhancement Plan (Published)

This study aims to find out the key factors affect the employees’ job satisfaction and organization climate commitment at selected factories in Vietnam. The researcher surveyed 620 people working at three selected factories of Hong Minh Co. Ltd. in Ho Chi Minh City: Song Than, Tan Binh and Binh Duong Factory. These respondents include those who are currently managers and workers these three factories. The primary sources of data collected from June 2015 to June 2017 in Vietnam. Simple random sampling technique. The Data analyzed weighted mean. Responses measured through an adapted questionnaire on a 5-point Likert scale. Finally, the findings of the study have the various factors affect the employees’ job satisfaction and organization climate commitment at selected factories in Vietnam with significance level 0.05.


Keywords: Job, Satisfaction, commitment and human resource

Knowledge of Available Health Care and Health Care Satisfaction among Inpatients in a Tertiary Hospital in Benin City Edo State (Published)

User’s health care satisfaction is an important determinant of repeat patronage of health care services and the sustenance of any health care facility. Since little is known about user’s knowledge of available health care services and health care satisfaction in tertiary hospital, this study represents an attempt to fill this lacuna in literature. This study investigated knowledge, perception of available health care services and user’s health care satisfaction in the University of Benin Teaching Hospital Benin City, Nigeria. Sick role model guided the study. The research design was descriptive cross-sectional survey conducted between January and April 2014 on a sample of 420 inpatients using Multi-stage sampling technique in the five units of the facility. A semi structured questionnaire was designed to elicit information on respondents’ socio-demographic characteristics, level of knowledge of the available health care services using a 19 point knowledge scale and user’s health care satisfaction using 20 variables measured on a five point Likert scale. Both quantitative and qualitative data were collected from the inpatients. Whereas the quantitative data were analyzed with descriptive statistics, Chi-square and logistics regression at P< 0.05, thematic analysis was applied to the qualitative data. The study found that there were variations in the levels of knowledge of available health care services. In general, the findings revealed that 90% of the respondents possessed high level of knowledge of the available health care services. Ninety-Five percent indicated a moderate level of health care satisfaction from the health care services received. Chi-square test (X2=22.400) revealed that a significant relationship existed between marital status and inpatient satisfaction with health care service. This study demonstrates the need for the provision of adequate health education on different aspects of available health care services from all providers of health care in the facility bearing in mind users’ prior knowledge so as to be able to address the desired health care satisfaction from the health care services during the period of accessing and utilization of such services in the hospital.

Keywords: Health Care, Knowledge, Satisfaction, Teaching Hospital

Studying the Determinants Affecting the Consumers’ Loyalty of Traditional Market in Ho Chi Minh City (Published)

This study aims to explore the factors affecting consumers’ loyalty to traditional markets in Vietnam. This is one of the first research papers to develop the measurement scale as well as the theoretical model illustrate the relationship between service quality, customer satisfaction and customer loyalty to traditional markets. The research results surveyed customers who regularly shop at traditional markets in Ho Chi Minh City (HCMC), the theoretical model taken together with the scale five level. The official quantitative studied with a sample of 300 customers (shoppers) who are regular shopping experience. The data collected from January 2017 to March 2018 in HCMC and random sampling technique. The Data analyzed Cronbach’s Alpha and the exploratory factor analysis (EFA) which used for Structural Equation Modelling (SEM) technique. The tested results have nine out of ten accepted hypotheses. Quality of service, satisfaction and cultural factors are the positive factors, directly to the loyalty of consumers with traditional markets. This result provides a new dimension of loyalty in the Vietnamese retail market. Finally, the researchers have managerial implications for improving consumers’ loyalty with traditional market in the future.

Keywords: Customers, HCMC., Loyalty, Satisfaction, Traditional Markets

Effect of Relationship Marketing and Relationship Marketing Programs on Customer Loyalty (Published)

This study examines the relationship between relationship quality and customer loyalty. Specifically, the study seeks to investigate the influence of customer trust, satisfaction and commitment on loyalty and to ascertain the effect of the relationship marketing program adopted by pension firms on customer loyalty. Regression analysis is used to test the model based on data obtained from a sample of 354 customers of pension service firms from Nnamdi Azikiwe University, Awka. Anambra state. The results provide evidence to support the effect of customer trust and satisfaction on customer loyalty. The contribution of commitment to the model is not supported. Additionally, support was found for the effect of relationship marketing program on loyalty. Firms may consider building relationship with customers by engendering a feeling of trust; invest in customer satisfaction and recruit and train socially, and service oriented frontline employees to create strong ties with customers.

Keywords: Commitment, Nigeria, Pension, Relationship Marketing, Satisfaction, Trust

Effects of Services Quality on Customer Satisfaction: A Case from Private Hostels in Wa-Municipality of Ghana (Published)

The aim of this was to examine the influence of Hostel Services Quality on Student’s Satisfaction in the University of Development Studies (UDS) within the Wa-municipality of Ghana. A cross sectional quantitative research design was employed. The target populations of the study were predominately students in private hostels. Whopping 300 students were randomly sampled to participate in the study.  The questionnaires were adopted from the SERQUA Model. Both primary and secondary data were employed in the study. The data were analyzed with the aid of Statistical Package for Social Science (SPSS). The study had revealed that overall the model used in this study was acceptable ANOVA was significant (p-value < 0.05). The study also revealed that, taking all the other factors constant at zero; a unit change in tangibility will bring 0.054 change in students satisfaction, a unit change in assurance will bring 0.318 a unit change in reliability will bring 0.342 in customer satisfaction, a unite change in responsiveness will bring 0.096 change in students satisfaction and finally, a unit change in empathy will bring 0.381 change in students satisfaction. It is concluded that hostel management should paid attention to the legitimate discontent among the students to improve efficiency in order to prevent massive switching rate in the long run when supply exceed demand in this business.

Keywords: Ghana, Hostel Service, SERVQUAL, Satisfaction, Students, Wa-municipality

Graduate Employment Satisfaction in Higher Education in Botswana: A Career Concept Perspective (Published)

This study sought to establish the extent to which graduates of higher education (HE) institutions in Botswana, focusing on a selected higher education institution, were satisfied with their employment, that is, their job designations, job specialisation, and whether they intended to remain in their existing jobs for long. These variables were assessed from a career concept perspective. Relevant literary sources, focusing on aspects of the career concept and career motives, leading to career success hence career satisfaction, were consulted to form the theoretical foundation for the study. The study adopted the quantitative methodology and case study design where the selected HE institution was chosen as a case study for in-depth investigation. The questionnaire was used as the data collection instrument. Data gathered from the questionnaire was analysed using statistical software known as Statistical Package for Social Sciences (SPSS). The results of the study revealed that the graduates of the selected HE institution were generally unhappy with their employment then and most were contemplating leaving their organisations although they were satisfied with their specialisations.

Keywords: Career Concept, Career Motive, Employment, Expert Concept, Graduate, Linear Concept, Satisfaction, Spiral Concept, Transitory Concept

Analysis the Rate of Satisfaction of Quality Of Life and Its Role in Development of Urban Areas (Published)

Quality of life is one of the most important issues facing the world today and of social policy development is the basic topics that issues such as welfare, promote Quality of life, health and basic needs, growing and unsatisfactory life, altruism and selflessness in the midst of the in human include. Accordingly, this research will study the evaluation of satisfaction of quality of life and its role in development in the city of Rask (Located in Sistan and Baluchestan province). The type of research is applicative and its method is descriptive-analytic based on completing the questionnaires. The Statistical population is all the residents of the city of Rask and the sample community is 295 of heads of households living in thirteen districts in city of Rask. Random sampling method is used and the size of sample is computed by using Cochran method. The data is processed and analyzed based on statistical methods of SPSS software. The results showed a high positive and statistically significant relationship between the satisfactions of quality of life and urban development. This means the situation of urban development is significantly effective in increasing satisfaction of quality of life.

Keywords: City of Rask, Quality of urban life, Satisfaction, Urban Development

Natural Ventilation and Body Heat Comfort: An Evaluation of Residents Satisfaction in Ogbomoso, Nigeria. (Published)

This study evaluates the variations in the level of natural ventilation in houses across the three main residential density zones of Ogbomoso. The study employs two approaches. First, it surveys the perception of residents with respect to the body heat comfort in their houses. Second, it examines the window opening sizes for compliance with floor areas considered desirable for effective natural ventilation in a warm humid climate like Nigeria. The main objective is to validate residents perception of body heat comfort through the assessment of window opening to floor areas ratio. The methodology employed is the multi-stage sampling procedure where houses are sampled from sampled streets, and a household head sampled from each house, such that the perception of residents and evaluation of window and floor areas ratio are both carried out on the same household and house, respectively. The result shows that residents’ satisfaction as well as window to floor areas decreases with residential density zones.

Keywords: Body Comfort, Body Heat, Natural Ventilation, Perception, Satisfaction, Warm humid


The age old phenomenon-cum-debate that motivated employees can work more/better or satisfied employees can work more/better, is being solved to a little extent or more of assumptions are taken to solve or solved for less-stressed employees, but not for the stressed employees like sales-force in insurance industry. The current study aiming at solves this managerial problem by taking sample size of 270 (life insurance sales employees/agents in general). Here it is found that motivation-factors like fair treatment, work culture, participatory system, rationalization, work environment, individual recognition, and scope of development can produce sales force performance significantly, but not the satisfaction of life insurance sales-force in India. Satisfaction-factors show no relation with the sales-force performance. Factors extracted by explorative factor analysis put into the linear regression with the dependent variable as sales-force performance.

Keywords: Insurance industry, Motivation, Sales-force performance, Satisfaction


The perception of the occupants in public housing estates in Awka and Onitsha towns in Anambra State was evaluated using Adam’s Equity Theory that hinges on balancing inputs and outputs. The thrust of this study lies on social amenities. The survey of the study area revealed 2,805 occupants comprising mainly housewives and 2,805 house units. The sample size, derived from Taro Yamani technique was 842 and from this figure, stratified random sampling was adopted to arrive at the obtained data. Complete responses were 797 comprising 299 occupants in Awka and 498 occupants in Onitsha. A 21-item structured questionnaire on public housing (QPH) consisting of six (6) sections was developed, which consisted of 5-point Likert rating scale ranging from 1-5 in which respondents indicated the extent of their perception of listed variables. The mid-point of 3 implied that any result significantly different from this mean value was assumed to be either positive or negative. This instrument was face and content validated. Cronbach Alpha Technique index was used for reliability test which gave a value of 0.90. A pre-test on a sample of 30 respondents of one non-studied public housing estate was conducted. The research questions were processed using percentages, means, Chi-square, Contingency Table Analysis (CTA) and One way Categorical Data Analysis of Variance (CATANOVA), while the hypotheses were tested using Z-test. The results of this study show that (1). The 51.4% of occupants responding positively to social factors of public housing in Onitsha are greater than the 33.7% responding positively to it respectively in Awka. It can then be stated from this work that in planning a housing estate such checklists as design and construction, affordability, habitability, environmental and social amenities should be included so as to satisfy the major stakeholders and the occupants.

Keywords: Occupants, Satisfaction, social considerations and Public Housing


The objective of this research paper is to assess the role of relationship marketing in winning customers’ loyalty in the mobile Phone industry in Pakistan. De-regularization of the telecommunication sector in Pakistan has created huge competition to capture the maximum market share. For this purpose, industry marketers and planners are exercising various relationship marketing strategies to attract new customers and retain the old ones. To analyze the role of relationship marketing in building customers’ loyalty, the author has selected four independent variables such as service quality, price perception, brand image and value offers while customer’s loyalty is taken as dependent variable. A structured questionnaire containing 24 closed ended questions was developed to collect data from the field. The data was analyzed through Likert- scale. This scale is defined with 5 options of strongly agree on 5 and strongly disagree on 1. In order to check the reliability of the variables, a reliability test was conducted on 20 respondents of different age groups with different occupations. The results of this test showed positive significant relationship among the variables. The results of this study are robust and consistent with previous studies. This study provides in-depth knowledge about mobile users and cellular companies operating in Pakistan can take benefit from it.The finding of this research study is expected to be beneficial for the managers of the mobile operators in their decisions relating to the relationship marketing issues that are connected with the needs of the customers. These needs and interests of the customers, in turn, can increase their revenue and profits in the long-run.

Keywords: Brand, Customer, Loyalty, Marketing, Quality, Relationship, Satisfaction, telecommunications

Develop a model for measuring customer satisfaction in chain stores”” Case study: Yas Store (Review Completed - Accepted)

Discovering customer requirements and needs then fulfilling them better and more efficiently than competitors cause customer satisfaction; therefore, it can be one of the requirements of the company’s success recently. The purpose of this paper is to propose and evaluate a model for measuring customer satisfaction in Yas store. This study is a descriptive survey that Yas store’s customers form the sample; 384 customers are selected by using non-random sampling of the kind of judgment method. Questionnaire is the main tool of this research for data collection. The research model was tested using path analysis that results indicate a significant relationship among customer expectations, employees’ behaviors and store indexes with customer satisfaction in Yas shop.

Keywords: Behavior, Customer, Expectations and Store, Measurement, Satisfaction