csisg - singapore management university · customer expectations perceived overall quality customer...

Upload: ngoque

Post on 10-Apr-2018

216 views

Category:

Documents

1 download

Report

Download

Embed Size (px):

TRANSCRIPT

CustomerExpectations

PerceivedOverall Quality

CustomerLoyalty

CustomerComplaints

CustomerSatisfactionCSISG

PerceivedValue

Type 1 Customers Type 2 Customers Type 3 Customers

Satisfaction highly impacted by all drivers with expectations dominating

Satisfaction moderately impacted by all drivers with quality slightly dominating

Satisfaction highly impacted by quality and minimally impacted by value

•BudgetAirlines•DHL•Emirates•FedEx•M1•MeritusMandarin•NTU•NUS•NgeeAnnPoly•Qantas•RepublicPoly•SBSTransitBuses

•SBSTransitTrains•Sentosa•SIA•SilkAir•SingPost•SMRTBuses•SMRTTaxis•SMRTTrains•SMU•TemasekPoly•TravelAgencies•UPS•UniSIM•WaterTransportation

•Caltex•CathayPacific•ComfortDelGroTaxis•CommercialSchools•ExxonMobil•GrandHyatt•NanyangPoly•PacNetInternet•PizzaHut,KFC

•Shangri-La•Shell•SingaporePoly•SingNet•SingTel•StarhubISP•StarhubMobile•SwissotelTheStamford

•TheRitzCarlton•UnderwaterWorld

•Apex-Pal•Bars&Pubs•BorneoMotors•BurgerKing•ChangiAirport•CKTang•ClocksandWatches

•CoffeeBean&TeaLeaf

•ColdStorage•CrystalJade•Cycle&Carriage•Delifrance•DFS•FashionApparels•Furniture

•Isetan•Jewellery•KahMotors•McDonald’s•Metro•Mustafa•NTUCFairprice•OG•RE&S•Robinsons•ShengSiong•SPC•Starbucks•Takashimaya•TanChongMotors•TungLok•WildlifeReserves

Understanding Customer Perceived Mall Values

CUSTOMER SATISFACTION INDEX OF SINGAPORE 2018...The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and

Customer Perceived Value in The Banking Sectors- An

Creating Customer Value, Satisfaction, and Loyalty (Chap. 5) Customer Perceived Value = Total Customer Value – Total Customer Cost ______ – product, services,

Customer Perceived Value in Language Test Preparation Service …728886/FULLTEXT01.pdf · Customer Perceived Value in Language Test Preparation Service ---Performance Measurement

Customer perceived value of travel and tourism websites

PERCEIVED SERVICE QUALITY AND CUSTOMER LOYALTY …eajournals.org/wp-content/uploads/PERCEIVED-SERVICE-QUALITY-AN… · PERCEIVED SERVICE QUALITY AND CUSTOMER LOYALTY IN RETAIL BANKING

Measuring customer perceived quality online service qualityMeasuring customer perceived online service quality Scale development and managerial implications Zhilin Yang Departmentof

Effects of perceived cost, service quality, and customer

Predictors of Customer Perceived Quality

ISE INDUSTRY FORUM CSISG 2018 Q3 RESULTS ......ISE INDUSTRY FORUM CSISG 2018 Q3 RESULTS Announcement INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY CSISG 2018 Q3 RESULTS

How Customer Shopping Motivation Influences Perceived

CUSTOMER PERCEIVED VALUE DAN CUSTOMER TRUST: …

PENGARUH PERCEIVED RISK TERHADAP CUSTOMER LOYALTY …

Monitoring Customer Perceived Service Quality and

2009:045 MASTER'S THESIS Customer Perceived Value in ...1032204/FULLTEXT01.pdf · 2.5 Customer Perceived Value in Internet Banking ... Differences in Exploratory, ... modern banking

Antecedents and consequences of perceived customer value

Interval Quality: Relating Customer-Perceived Quality To ...Interval Quality: Relating Customer-Perceived Quality To Process Quality Audris Mockus and David Weiss {audris,weiss}@avaya.com

PERAN PERCEIVED QUALITY MEMEDIASI PENGARUH PERCEIVED … · terhadap customer perceived value. Hasil ini berarti bahwa jika konsumen menganggap kualitas produk adalah tinggi, maka

Risk and perceived value: antecedents of customer

Predictors of customer perceived software quality

customer satisfaction index of singapore 2015 · PDF fileCSISG 2015 FULL YEAR AND FOURTH QUARTER OVERVIEW The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction

Students’ Perceived Service Quality and Customer ...fsmec.org/wp-content/uploads/2011/09/EstepaShanklinBack2005.pdf · Students’ Perceived Service Quality and Customer Satisfaction

PENGARUH VARIABEL TRUST PERCEIVED VALUE ATTITUDE DAN … · 2016. 5. 25. · pengaruh variabel trust, perceived value, brand attitude dan customer satisfaction terhadap customer loyalty

ISE INDUSTRY FORUM CSISG 2019 Full Year & Q4 RESULTS

Corporate Social Responsibility, Perceived Customer · PDF fileCorporate Social Responsibility, Perceived Customer Value, and Customer-Based Brand Equity: A Cross-National Comparison

The impact of customer advocacy on customer perceived value

Reviewing and Conceptualising Customer-Perceived Valueoro.open.ac.uk/37703/3/79C7EC0D.pdf · 2013-05-31 · Reviewing and Conceptualising Customer-Perceived Value Connie Chang Assistant

CSISG 2017 Q3 Final - ise.smu.edu.sg Product Quality Qn. ... have answered the CSISG questionnaire. ... Imperial Treasure Noodle & Congee Seoul Garden Sakae Sushi

Customer empowerment in the face of perceived Incompetence

CUSTOMER LOYALTY AND CINEPLEX PATRONAGE · customer loyalty is influences by four important factors – perceived quality, perceived value, corporate image, and customer satisfaction

CUSTOMER SATISFACTION INDEX OF SINGAPORE …...CSISG 2017 THIRD QUARTER RESULTS OVERVIEW The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores

The Impact of Customer Perceived Service Quality on ...irep.iium.edu.my/26464/1/Published_Copy_(IMBR).pdfThe Impact of Customer Perceived Service Quality on Customer ... between customer’s

Perceived customer showrooming behavior and the effect on

COMPARING CUSTOMER-SATISFACTION EVALUATION METHODS, IN … · the customer value construct incorporates satisfaction/perceived benefits, and perceived costs. This construct determines