Browsing by Subject "Customer satisfaction"
Now showing items 1-6 of 6
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Exploring switching factors for mobile number portability: A survey
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Publisher and Date:(Inst Advanced Science Extension, 2017)Pakistan's mobile phone market is one of the world's fastest growing markets with a subscriber base of 137 million users. Competition in the country's telecommunication industry is dominated by four players and customer demand is high. In addition Pakistan is the first country in South Asia to have implemented Mobile Number Portability (MNP) in March 2007. MNP is a facility that allows mobile subscribers to switch between service providers without changing their existing phone numbers. Mobile phone ...
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Measuring, evaluating and improving hospital quality parameters/dimensions - An integrated healthcare quality approach
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Publisher and Date:(2011)Purpose: This paper aims to examine the major factors affecting cumulative summation, to empirically examine the major factors affecting satisfaction and to address the question whether patients in Kazakhstan evaluate healthcare similarly or differently from patients in Egypt and Jordan. Design/methodology/approach: A questionnaire, adapted from previous research, was distributed to Kazakhstan inpatients. The questionnaire contained 39 attributes about five newly-developed quality dimensions (5Qs), ...
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Müşteri şikayetleri yönetimi ve sağlık sektörüne yönelik bir uygulama
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Publisher and Date:(Kadir Has University, 2009)Günümüz müşteri odakı hizmet sunma anlayışında müşteri beklenti ve isteklerinin elde edilmesi müşteri tatmin düzeylerinin ölçülmesi boyutunda müşteri şikâyetlerinin ölçümü oldukça önemlidir. Müşteri odaklı yaklaşım da müşteri şikâyetleri kalite yönetim süreçlerinden biri olarak ele alınmali ve yönetilmelidir. Performansı iyileştirmenin temel taşlarından olan hasta şikâyetlerinin ideal ölçüde yönetilmesi kuruluşların devamlılığını sağlaması açısından oldukça önemlidir. Sağlık endüstrisinin müşterisi ...
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Quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at Turkey
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Publisher and Date:(2010)Purpose - The aim of this research is to examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Istanbul evaluate quality of health care to be similar or different to that of the Kazakhstani Egyptian and Jordanian patients. Design/methodology/approach - A conceptual model including behavioural dimensions of patient-physician relationships and patient satisfaction has been used for approach. As the empirical research setting ...
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Using Fuzzy Set Theory in the Comparison of Customer Satisfaction Levels
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Publisher and Date:(Süleyman Demirel Üniversitesi, 2019)Customer satisfaction is the key to the survival and profitability of all businesses. In the ever-changing business world, this concept has gained more importance. In particular, in industries where new firms based on new business models emerge, the traditional firms find it more difficult to compete with the new business models in terms of customer happiness. Sharing economy, which is defined as “renting non-frequently used resources (e.g. houses, cars, various commodities) in return of a ...
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When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation-Performance Link
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Publisher and Date:(Sage Publications, 2019)Research on customer participation (CP) has focused on its benefits for customers. However, recent research suggests that CP is beneficial to both customers and firms. The literature is also sparse on the economic (e.g., profitability) and customer (e.g., customer retention) impact of CP. This research introduces the concept of customer empowerment and develops and tests a model of customer empowerment as a parallel mediator, along with customer satisfaction, to explain the linkage between CP and ...
