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Research论文代写

Business Investigation Du Telecom Customer Satisfaction level

Student name

Student ID

Institution

Supervisor

Research论文代写 The primary purpose of this research study is to investigate the satisfaction of customers of du Telecom in United Arab Emirates

 

Acknowledgment Research论文代写

I sincerely express my gratitude first of all to my Professor who in one way or another had guided me through this course and through this research study. His patience, wisdom and encouragement had helped me all throughout my study.

I would also like to thank my fellow students who had been there for me as we get through this project. We had been motivating each other to achieve the completion of our course requirements.Research论文代写

I would also like to thank the University and the other faculty members who have been there supporting us with our studies. The completion of this research will be impossible without their guidance and assistance.

I would also like to give thanks to all the respondents who did not hesitate to participate in the survey and to du Telecom who allowed the research study to happen.


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致谢 Research论文代写

首先,我真诚地感谢我的教授,他以某种方式指导我完成了这门课程和这项研究。 在我的整个学习过程中,他的耐心、智慧和鼓励对我都有帮助。

我还要感谢在我们完成这个项目时一直在我身边的同学。 我们一直在互相激励以完成我们的课程要求。

我还要感谢大学和其他一直支持我们学习的教职员工。 没有他们的指导和帮助,这项研究是不可能完成的。

我还要感谢所有毫不犹豫地参与调查的受访者以及允许进行研究的 du Telecom。


ABSTRACT

The primary purpose of this research study is to investigate the satisfaction of customers of du Telecom in United Arab Emirates with their products and services. The research focuses on the measurement of customer satisfaction and the significance of their evaluation with regards to their varying needs and how the company is meeting these demands.

This report also aims to identify the different needs of customers and their preferences according to their demographic profiles. After determining the preferences and needs of the customers, certain and specific recommendations have been created to help improve our understanding of better or exceptional customer service experience that will, in the long run be of much benefit to the company.Research论文代写

Another purpose of the research is to also identify the problems in customer satisfaction or some problems in other departments or areas of the company that might have been impacting customer satisfaction. This also aims to bring up issues based on customer experience. Once the problems are identified, recommendations are also stated.


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摘要 Research论文代写

本研究的主要目的是调查阿拉伯联合酋长国 du Telecom 客户对其产品和服务的满意度。该研究的重点是衡量客户满意度,以及评估他们对不同需求的重要性以及公司如何满足这些需求。

该报告还旨在根据客户的人口统计资料确定客户的不同需求及其偏好。在确定客户的偏好和需求后,我们提出了某些具体的建议,以帮助我们加深对更好或卓越的客户服务体验的理解,从长远来看,这将对公司大有裨益。

研究的另一个目的是确定客户满意度方面的问题,或公司其他部门或领域中可能影响客户满意度的一些问题。这也旨在根据客户体验提出问题。一旦发现问题,也会提出建议。



Table of Contents

Title Page …………………………………………………………………………………….. 1

Acknowledgment …………………………………………………………………………. 2

Abstract ………………………………………………………………………………………. 3

Table of Contents …………………………………………………………………………. 4

List of Tables ……………………………………………………………………………….. 6

List of Tables ………………………………………………………………………………… 7

 

Contents

CHAPTER I:INTRODUCTION……………………………………………………………………..5

Background of the Study………………………………………………………………………………5

Research Hypothesis…………………………………………………………………………………..10

Scope and Delimitation………………………………………………………………………………..11

SIGNIFICANCE OF THE STUDY………………………………………………………………….12

DEFINITION OF TERMS…………………………………………………………………………….12

CHAPTER 2: REVIEW OF RELATED LITERATURE……………………………………..14

THEORETICAL FRAMEWORK……………………………………………………………………25

CONCEPTUAL FRAMEWORK…………………………………………………………………….26

RESEARCH PARADIGM……………………………………………………………………………..26

Chapter 3: RESEARCH METHODOLOGY……………………………………………………..29

RESEARCH DESIGN…………………………………………………………………………………..29

POPULATION AND SAMPLE………………………………………………………………………29

DATA GATHERING INSTRUMENT……………………………………………………………..30

REPSONDENTS………………………………………………………………………………………….30

DATA GATHERING PROCEDURE……………………………………………………………….31

CHAPTER 4: Analysis…………………………………………………………………………………32

Satisfaction with company’s products…………………………………………………………..33

I am satisfied with the product qualities and I get value for my money…………….33

I am satisfied with the product prices……………………………………………………………34

I am happy with how the company’s employees handle customers…………………..35

I feel the company has does its best in providing quality products……………………36

I feel there are improvements that need to be made in the company as far as customer satisfaction is concerned………………………………………………………………..36

CHAPTER 5: CONCLUSION…………………………………………………………………………37

RECOMMENDATIONS……………………………………………………………………………….39

APPENDICES:……………………………………………………………………………………………41

Dubai (2013) Emirates Integrated Telecommunications Company………………….43

 

List of Tables Research论文代写

Table 1 Survey Respondents……………………………………………………………….14

Table 2 Rating Scale ………………………………………………………………………….34

Table 3 Demographic Profile………………………………………………………………35

Table 4 Survey Results ………………………………………………………………………39

List of Figures

Figure 1 Customer Satisfaction 1 ………………………………………………………18

Figure 2  ………………………………………………………………………………………..30

Figure 3 …………………………………………………………………………………………42

 

CHAPTER I:INTRODUCTION

Background of the Study

In support for the business investigation and for further research, I gathered facts and articles containing a background of du Telecom. Emirates Integrated Telecommunications Company (EITC) is the official name of du Telecom which began its operation in 2006 in providing mobile and fixed telephony and broadband connectivity and IPTV services including carrier services for businesses and satellite services for TV broadcasters.Research论文代写

The company has launched mobile telecommunication services in February 2007 across UAE and with this the company had 4.5 million subscribers at the end of March 2011. The ownership of EITC is 39.50% owned by Emirates Investment Authority (EIA), 20.08% by Mubadala Development Company, 20% by Emirates Communications and Technology Company LLC (ETC) and 20.92% by public shareholders. Since its operation on 2006, the telecom company had just one Chief Executive, named Osman Sultan.

Products and services promoted by du include du Live!

du Arena, du Forum, the du World Music Festival, Pay As You Go prepaid plan with its WoW recharge card, Emirati Plan, du TV+, the TV/Internet dual-play package Talk and Surf and the TV/Internet/Landline triple-play package Talk, Surf and Watch.Research论文代写

Among du’s services and campaigns launched were its Number Booking Campaign for both individuals and businesses, Pay by the Second billing system, Mobile TV,  and the prepaid plan’s recharge card ‘WoW’, which offers customers the choice between ‘more credit’, ‘more time’ and now the ‘more international’ recharge option with additional credit on international calls). du has an online service portal SelfCare as well for paying bills and subscriptions management for its customers.


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第一章:引言  Research论文代写

研究背景

为了支持商业调查和进一步研究,我收集了包含 du Telecom 背景的事实和文章。阿联酋综合电信公司 (EITC) 是 du Telecom 的正式名称,该公司于 2006 年开始运营,提供移动和固定电话以及宽带连接和 IPTV 服务,包括企业运营商服务和电视广播公司的卫星服务。

该公司于 2007 年 2 月在阿联酋推出了移动电信服务,截至 2011 年 3 月,该公司拥有 450 万用户。 EITC 的所有权由阿联酋投资局 (EIA) 持有 39.50%,穆巴达拉发展公司持有 20.08% , 20% 由阿联酋通信和技术公司有限责任公司 (ETC) 和 20.92% 由公众股东持有。自 2006 年运营以来,这家电信公司只有一位首席执行官,名叫奥斯曼苏丹。

du 推广的产品和服务包括 du Live!

du Arena、du Forum、du World Music Festival、Pay As You Go 预付费计划及其 WoW 充值卡、阿联酋计划、du TV+、电视/互联网双播套餐 Talk and Surf 以及电视/互联网/座机三重 -播放包 Talk、Surf 和 Watch。

du 推出的服务和活动包括面向个人和企业的号码预订活动、通过第二计费系统支付、移动电视以及预付费计划的充值卡“WoW”,它为客户提供“更多信用”、“更多”时间”和现在“更国际化”的充值选项,可提供额外的国际电话信用额度)。 du 有一个在线服务门户 SelfCare 以及为其客户支付账单和订阅管理。


For the telecom business transactions, their services include Closed Business User Group free calling, and chosen International Destinations.

du Broadcast Services division brings scalable media technology platforms and telecommunication solutions to the broadcast community through its teleport (Samacom) and Master Control Room (MCR) facilities. In addition to these services are the du shops wherein the totality of du stores in the country is 56 last May 2013, which made a big increase when compared to 44 stores in March 2012. Moreover, du offers its products and services in over 3000 numbers of authorized dealers in the UAE and through its online shop, accessible at http://shop.du.ae.Research论文代写

Du Telecom is a rapid-growing business in the Arab Region and recruit best employees from different parts of the world. There are almost 2000 employees who make up the du telecom company with 24 percent of it are UAE nationals and 39 percent of the senior management are Emiratis. In 2012, the number of Emirati staffs has twice multiplied in their completely Emirati-managed and operated Fujairah-based UAE National Call Centre with more than 120 staffs which majority of them are females. Plus in the year 2012, 146 Emiratis have successfully completed their 1 year and 6 months of Masar Graduate Trainee programme. Having different nationalities of the staffs helps the company to deal with their customer with different languages. This is also a result of their commitment to provide opportunities for talented individuals from many parts of the world. Research论文代写

Du Telecom aims to delight their customers, satisfy their employees and be responsible to their stakeholders and to the community greatly. Moreover, du Telecom is committed in providing the best and quality products and services as a best choice, innovation and pricing as well as for the country’s development in both residents and environment.


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对于电信业务交易,他们的服务包括封闭的业务用户群免费通话和选择的国际目的地。

du 广播服务部门通过其远程端口 (Samacom) 和主控制室 (MCR) 设施为广播社区带来可扩展的媒体技术平台和电信解决方案。除了这些服务之外,还有du商店,2013年5月全国的du商店总数为56家,与2012年3月的44家相比有了很大的增长。此外,du提供的产品和服务超过3000种阿联酋的授权经销商及其在线商店,可访问 http://shop.du.ae。

Du Telecom 是阿拉伯地区一家快速发展的企业,从世界各地招聘最优秀的员工。 du 电信公司有近 2000 名员工,其中 24% 是阿联酋国民,39% 的高级管理人员是阿联酋人。 2012 年,在阿联酋完全由阿联酋管理和运营的位于富查伊拉的阿联酋国家呼叫中心中,阿联酋员工的数量翻了一番,拥有 120 多名员工,其中大多数是女性。此外,在 2012 年,146 名阿联酋人成功完成了为期 1 年零 6 个月的马萨尔研究生培训生计划。拥有不同国籍的员工有助于公司与不同语言的客户打交道。这也是他们致力于为来自世界各地的人才提供机会的结果。

Du Telecom 旨在让他们的客户满意,让他们的员工满意,并对他们的利益相关者和社区负责。此外,du Telecom 致力于提供最优质的产品和服务,作为最佳选择、创新和定价,以及为国家在居民和环境方面的发展。


Du Telecom envisions becoming the leading Telecommunication delivery company in the United Arab Emirates and beyond.

As a result, du’s international convergence technology implementation heads to a standardized, always on, walkup and use experience seamless ICT technology integration. Additionally, du’s staffs will enjoy the ever present communication environment which controls du’s technology investment to provide productive use of employee resources, a cohesive work environment and ease of communication flow everywhere and at anytime.Research论文代写

Du also has values that guide their actions towards their customer satisfaction. These values include confident, friendly, honest and surprising. Thus making all du’s professionals work together to make their vision a reality by using their talent, skills and energies to connect, inspire and reward all they encountered every day.  This leads to their common goal which is to enhance and expand their range of service offerings.


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DU TELECOM ENVISIONS 成为阿拉伯联合酋长国及其他地区领先的电信交付公司。
因此,du 的国际融合技术实施走向标准化、永远在线、步行和使用体验的无缝 ICT 技术集成。 此外,du 的员工将享受始终存在的沟通环境,该环境控制 du 的技术投资,以提供对员工资源的有效利用、凝聚力的工作环境以及随时随地轻松沟通。

Du 还拥有指导其行动以实现客户满意度的价值观。 这些价值观包括自信、友好、诚实和令人惊讶。 因此,让所有 du 的专业人士共同努力,通过利用他们的才能、技能和能量来连接、激励和奖励他们每天遇到的一切,从而使他们的愿景成为现实。 这导致他们的共同目标是增强和扩展他们的服务范围。


Du has been ranked first in the S and P/Hawkamah Environmental, Social and Corporate Governance (ESG) Index 2011.

The ranking is an outcome the consistent efforts of the telecommunications company to improving corporate governance standards within the company and community, which have increased Du from the previous year ranking to the position as a leader and implementer of best practice. Also on 2012 du was given honor by HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai for our support for the Dubai Award for Sustainable Transport (DAST).

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Research论文代写

With du’s great dedication and commitment to their precious customers, not only making their company prosperous and successful in all their business ventures but also they have gain honors and awards from different aspects and levels of their business. The followings are the record of the awards that they accepted for the past years in their service to the people.Research论文代写

  • Business excellence awards for 2012
  • “Best Corporate Governance Award” from World Finance Magazine UK
  • “Broadband Operator of the Year” at the TMT Finance Middle East 2012
  • “Excellence in GIS Implementation Award” at GISWORX 2012
  • “The M+Health Award” for the Best Health Care Initiative by a Telecom Provider at 2012 Hospital Build and Infrastructure Awards
  • “Best health app” award at The Mobile Show Middle East 2012
  • Named “Best mobile broadband network in the Middle East and Africa 2012” by ARC Chart, an independent research and consulting firm
  • “Best Enterprise Service Award” for the Executive Plan service at The Telecoms World Awards
  • “Telco Broadcast Project of the Year” award at Broadcast Pro ME Awards for datamena, du’s carrier-neutral transit and content hub
  • “Palladium Balanced Scorecard Hall of Fame Award for Executing Strategy
  • “Top Middle East Operator” award by CommsMEA Magazine
Certification awards for 2012 Research论文代写
  • ISO 14001 and OHSAS 18001 certification accredited as a sign of excellence in health, safety and environmentally-friendly practices
  • TL9000 certification for Network Development Department; the first company in the Middle East to be awarded this certification.
  • du Retail Shop at Fujairah City Centre was awarded the Platinum “LEED® Green Building Certification”; the highest LEED ranking possible

译文:

杜在 S 和 P/HAWKAMAH 环境、社会和公司治理 (ESG) 指数 2011 中排名第一。

该排名是电信公司不断努力提高公司和社区内的公司治理标准的结果,使杜从上一年的排名上升为最佳实践的领导者和实施者。同样在 2012 年,迪拜王储谢赫·哈姆丹·本·穆罕默德·本·拉希德·阿勒马克图姆 HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum 授予 du 荣誉,以表彰我们对迪拜可持续交通奖 (DAST) 的支持。

凭借du对他们宝贵客户的极大奉献和承诺,不仅使他们的公司在所有商业活动中繁荣和成功,而且他们还获得了来自不同方面和业务水平的荣誉和奖项。以下是他们过去几年为人民服务所接受的奖项记录。

  • 2012年商业卓越奖
  • 英国《世界金融杂志》“最佳公司治理奖”
  • TMT Finance Middle East 2012“年度宽带运营商”
  • 2012 年 GISWORX 上的“卓越 GIS 实施奖”
  • 电信供应商在 2012 年医院建设和基础设施奖中获得“最佳医疗保健计划”的“M+健康奖”
  • 2012 年中东移动展上的“最佳健康应用”奖
  • 被独立研究和咨询公司 ARC Chart 评为“2012 年中东和非洲最佳移动宽带网络”
  • The Telecoms World Awards 的Executive Plan 服务“最佳企业服务奖”
  • datamena,du 的运营商中立传输和内容中心在 Broadcast Pro ME 奖中荣获“年度电信广播项目”奖
  • “Palladium 平衡计分卡执行战略名人堂奖
  • CommsMEA 杂志颁发的“中东最佳运营商”奖
2012年认证奖项
  • ISO 14001 和 OHSAS 18001 认证被认可为健康、安全和环保实践卓越的标志
  • 网络开发部TL9000认证;中东地区第一家获得此认证的公司。
  • 富查伊拉市中心的 du 零售店荣获“LEED® 绿色建筑认证”白金奖;可能的最高 LEED 排名

Research Hypothesis

In order to investigate the question further and attempt answering it, the following hypotheses are formulated to aid in answering the question:

Agree (A) Strongly Agree (SA) Disagree (D) Neutral (N)
I am satisfied with the working the company’s products and services.
I am satisfied with the product qualities and I get value for my money
I am satisfied with the product prices
I am satisfied with the customer retention strategies in Du telecom Research论文代写
I am happy with how the company’s employees handle customers
I feel the company has does its best in providing quality products
I feel there are improvements that need to be made in the company as far as customer satisfaction is concerned

 Assumptions

In the analysis, some assumptions have been made to ease the investigation and curb complications. First, I have assumed the data was randomly collected and so not biased.


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研究假设

为了进一步调查这个问题并尝试回答它,制定了以下假设来帮助回答这个问题:

同意 (A) 非常同意 (SA) 不同意 (D) 中立 (N)
我对公司的产品和服务感到满意。
我对产品质量感到满意,并且物有所值
我对产品价格很满意
我对杜电信的客户保留策略感到满意
我对公司员工处理客户的方式感到满意
我觉得公司在提供优质产品方面做得最好
我觉得就客户满意度而言,公司需要进行改进

假设

在分析中,做出了一些假设以简化调查并遏制并发症。 首先,我假设数据是随机收集的,因此没有偏见。


Scope and Delimitation

This study will cover a survey for customer satisfaction for du Telecom in United Arab Emirates. The researcher had delimited the study to the customers of du Telecom in Rak Al Nakheel and Alrams Al Muerda. The dataset has 288 participants out of which 168 were female. Research论文代写

This study will commence during the (write date here) and will be completed before (write date here).

Business Investigation Du Telecom

Customer Satisfaction Survey

Survey Areas Number of Respondents
Rak Al Nakheel 221
Alrams Al Muerda 279

Table 1.Survey Respondents


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范围和界定

本研究将涵盖阿拉伯联合酋长国 du Telecom 的客户满意度调查。 研究人员将研究范围限定在 Rak Al Nakheel 和 Alrams Al Muerda 的 du Telecom 客户。 该数据集有 288 名参与者,其中 168 名是女性。Research论文代写

商务考察杜电讯

客户满意度调查

调查区域 受访者人数
Rak Al Nakheel 221
Alrams Al Muerda 279

表 1. 调查受访者


SIGNIFICANCE OF THE STUDY

The findings about the research study of the level of customer satisfaction with du Telecom in United Arab Emirates aim to benefit the following areas or groups:

du Telecom`s Management. This research study can help the company`s management to gain perspective on customer satisfaction directly from the customers` point of view and to also give some recommendations that seek to improve their customer service.

du Telecom`s Marketing. This research study can also help the company`s marketing department to check and evaluate the effectiveness of their marketing strategies based on the needs and preferences of the customers.Research论文代写

du Telecom`s Customer Service. This research study can help the customer service department or all employees in the front lines to be more aware of the customers` perspectives on delivering exceptional and outstanding customer satisfaction.

Customers. This research study can also benefit the customers because once the company has improved its customer service; the customers will get more value for their money.

Future Researchers. This research study can also help future researchers as they can use the findings of this study as reference in a customer satisfaction study or to some other related topics.


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本研究的意义

关于阿拉伯联合酋长国 du Telecom 客户满意度水平的研究结果旨在使以下领域或群体受益:

du Telecom 的管理。这项研究可以帮助公司的管理层直接从客户的角度了解客户满意度,并提供一些旨在改善客户服务的建议。

du Telecom 的营销。这项研究还可以帮助公司的营销部门根据客户的需求和偏好检查和评估其营销策略的有效性。

du Telecom 的客户服务。这项研究可以帮助客户服务部门或前线的所有员工更加了解客户对提供卓越和卓越的客户满意度的看法。

客户。这项研究也可以使客户受益,因为一旦公司改善了客户服务;客户将获得更多物有所值。

未来的研究人员。这项研究还可以帮助未来的研究人员,因为他们可以将这项研究的结果用作客户满意度研究或其他一些相关主题的参考。


DEFINITION OF TERMS

The following are the different terms used in this research study with their meanings:

Business Investigation. This is a thorough examination or evaluation of a certain problem or statement in a business organization, especially concerning the business process to prove the hypothesis and to find evidences.

Customer Satisfaction. This is a term used in businesses to describe a state or level of the company`s ability to meet the expectations of their customers.Research论文代写

Customer Service. This is an act of providing services or products to customers before, during and after the customer buys the product. This is also an activity or a string of activities that are planned to improve the level of customer satisfaction.

Customer Service Experience. This is the overall experience of a customer in his/her relationship with a company about the products or services that he/she had bought.

Demographic Profile. This is also referred to as demographic which is mostly used in marketing to describe a group of people, and this is also referred to as marketing segment.


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术语定义

以下是本研究中使用的不同术语及其含义:

商业调查。这是对商业组织中某个问题或陈述的彻底检查或评估,特别是关于证明假设和寻找证据的业务流程。

客户满意度。这是企业中使用的一个术语,用于描述公司满足客户期望的能力的状态或水平。

客户服务。这是在客户购买产品之前、之中和之后向客户提供服务或产品的行为。这也是旨在提高客户满意度的一项或一系列活动。

客户服务体验。这是客户在他/她与公司关系中关于他/她购买的产品或服务的整体体验。

人口统计资料。这也称为人口统计,主要用于营销以描述一群人,这也称为营销细分。


 CHAPTER 2: REVIEW OF RELATED LITERATURE

In building any business organizations, customer satisfaction is an important aspect for their success and continued existence. Customers are the end users of products and services catered by the companies and their satisfaction is of very high importance to increase the profit margins and customer loyalty. If the customers are completely satisfied they will be more likely to return and it is also possible that they will bring their friends.

Parker and Matthews (2001) states that satisfaction as a process is the most broadly implemented description of customer satisfaction and several of research efforts have been directed at understanding the process approach of satisfaction evaluations.Research论文代写

Customer satisfaction as defined by Fornell (1992) is as a general measurement reliant on the total consumption experience of the expected product or service performance compared with repurchase expectations sooner or later. Oliver (1997, 1999) reviewed satisfaction as pleasurable fulfillment which is perceived by the customers in the consumption He further explains that the costumers’ perceptions that the consumption meets some needs, desires, goals or any, this is considered pleasurable.


译文:

第 2 章:相关文献回顾

在建立任何商业组织时,客户满意度是其成功和持续存在的一个重要方面。客户是公司提供的产品和服务的最终用户,他们的满意度对于提高利润率和客户忠诚度非常重要。如果客户完全满意,他们将更有可能回来,而且他们也可能会带他们的朋友。

Parker 和 Matthews (2001) 指出,满意度作为一个过程是对客户满意度最广泛实施的描述,并且一些研究工作旨在理解满意度评估的过程方法。

Fornell (1992) 定义的客户满意度是依赖于预期产品或服务性能的总消费体验与早晚回购预期的一般衡量标准。 Oliver (1997, 1999) 将满意度评论为顾客在消费中所感知到的愉快满足。


Customer satisfaction is to do something enough to be up to the standard of the customers and it is basically fulfilling their basic expectations (Eric Jacques, 2010).

Customer satisfaction is described as the amount of satisfaction to the products and services rendered by the company and which is typically measured by the number of customers making repeat purchases. Customer satisfaction is a key for the company to keep details on high sales profits. Moreover, customer satisfaction is an evaluation of how customers are pleased with the particular products or services and to make repeat purchases and usually refer others. Customer satisfaction is, simply set a measure of the satisfaction of the consumers, and how the purchased items fulfilled their expectations.Research论文代写

Additionally, customer satisfaction as a process is defined as an evaluation between what was received and what was expected, emphasizing the perceptual, evaluative and psychological processes that contribute to customer satisfaction (Oliver, 1977, 1981; Olson and Dover, 1979; Tse and Wilton, 1988 and Vavra, 1997, p. 4).

Figure 1.Customer Satisfaction 1

The figure above shows that customer expectations, perceived value and overall perceived quality will indicate the rate of customer satisfaction and the way that an organization handles customers` complaint and the satisfaction of customers can also result to their loyalty to the company.

Swan and Combs of 1976 also provided their definition about customers’ satisfaction as a post-purchase attitude. This pertains to the feeling of the customers whether this is happiness or displeasure after they have received the products or services. A satisfied customer will continue to purchase products, rarely purchase to others, they also refer other customers and generally be a superstar promoter for the business. Rust and Oliver (1994) suggested that the satisfaction or dissatisfaction of the customers appears to be a response to only one or extended services they encountered.


译文:

客户满意是做一些足以达到客户标准的事情,它基本上满足了他们的基本期望(ERIC JACQUES,2010)。

客户满意度被描述为对公司提供的产品和服务的满意度,通常以重复购买的客户数量来衡量。客户满意度是公司保持高销售利润细节的关键。此外,客户满意度是对客户对特定产品或服务的满意程度以及重复购买和通常推荐他人的评价。客户满意度是,简单地设定消费者满意度的衡量标准,以及购买的物品如何满足他们的期望。

此外,作为一个过程的客户满意度被定义为对收到的内容和预期内容之间的评估,强调有助于客户满意度的感知、评估和心理过程(奥利弗,1977 年,1981 年;奥尔森和多佛,1979 年;谢和威尔顿,1988 年和 Vavra,1997 年,第 4 页)。

上图显示,客户期望、感知价值和整体感知质量将表明客户满意率,组织处理客户投诉的方式和客户满意度也可以影响他们对公司的忠诚度。

1976 年的 Swan 和 Combs 也将顾客满意度定义为一种购买后的态度。这与客户收到产品或服务后的感受有关,无论是高兴还是不高兴。一个满意的客户会继续购买产品,很少向其他人购买,他们也会推荐其他客户,通常是业务的超级明星推广者。 Rust 和 Oliver (1994) 提出,客户的满意或不满意似乎是对他们所遇到的一项或一项扩展服务的反应。


Westbrook (1980) has added the perception of Swan and Combs (1976).

He had introduced that customer satisfaction includes cognitive and affective aspects in pre-purchase, purchase, and post-purchase of purchasing products or receiving services.

It has argued that customer satisfaction includes three primary components which are the type of response, the center of interest and the subject on which the response if focused at the moment in time at which the evaluation is made (Giese and Cote, 2000).Research论文代写

Also, customer satisfaction refers to the costumer’s judgment regarding a firm’s success or failure in meeting expectations, with met expectations resulting in satisfaction and unmet expectations resulting in dissatisfaction (Oliver, 1999). This definition suggests that satisfaction is post consumption experience which compares perceived quality expected quality (Anderson and Fornell, 1994; Parasuman et.al., 1985). On top, satisfaction is a judgment wherein the customers make following service encounters and that this evaluation has variations. It varies from every customer, every encounter and in every organization to support the need for new ideas in customer satisfaction among different organizations. After all, the customer satisfaction is called the process of spanning the consumption period and that research of the post-purchase stage is critical to the development of new insights.

Besides, the financial status of the organizations relies on the ability of the companies to retain existing customers at a quicker pace than acquiring new ones.

Thus, based on the statement of Keiningham et.al (2008) good managers must realize that the path to growth lies heavily on their customers and is not only attracting new customers, but also holding on existing customers, motivating them to spend more and getting them to recommend products and services to the other people.

Customer satisfaction is a feeling with a product or service obtained from a business and the consumer’s fulfillment response. It is a judgment that product or service features, or the goods or services themselves, presented or is presenting a pleasurable level of consumption-related fulfillment including under or over fulfillment levels (Oliver, 1997, p.13). Customer satisfaction is important as this can have an impact on the business and paying no attention to it is equivalent to losing a significant opportunity to make the customers happy.


译文:

威斯布鲁克 (1980) 添加了天鹅和梳子 (1976) 的感知。

他曾介绍,顾客满意度包括购买产品或接受服务的购买前、购买和购买后的认知和情感方面。

它认为客户满意度包括三个主要组成部分,即响应类型、兴趣中心和响应在进行评估时所关注的主题(Giese 和 Cote,2000)。

此外,客户满意度是指客户对公司在满足期望方面成功或失败的判断,满足的期望导致满意,未满足的期望导致不满意(Oliver,1999)。这个定义表明满意度是消费后体验,它比较了感知质量和预期质量(Anderson 和 Fornell,1994 年;Parasuman 等人,1985 年)。最重要的是,满意度是一种判断,其中客户进行以下服务遭遇,并且这种评估有变化。它因每个客户、每次遭遇和每个组织而异,以支持不同组织之间对客户满意度的新想法的需求。毕竟,客户满意度被称为跨越消费期的过程,而购买后阶段的研究对于新见解的发展至关重要。

此外,组织的财务状况取决于公司以比获取新客户更快的速度留住现有客户的能力。

因此,根据 Keiningham 等人 (2008) 的陈述,优秀的管理者必须意识到增长的道路在很大程度上取决于他们的客户,不仅要吸引新客户,还要留住现有客户,激励他们增加支出并获得他们向其他人推荐产品和服务。

客户满意度是对从企业获得的产品或服务以及消费者的满足反应的一种感觉。这是一种判断,即产品或服务的特征,或者商品或服务本身,呈现或正在呈现与消费相关的愉悦水平,包括低于或高于满足水平(奥利弗,1997,第 13 页)。客户满意度很重要,因为这会对业务产生影响,不注意它就等于失去了让客户满意的重要机会。


The statement of Oliver (1997) entails that fulfillment provides pleasure or removes pain, in the same way as when problems in life are relieved.

Therefore, you can satisfy the customers simply to return to normalcy, it is like the act of taking away of an aversive situation like pain relief. Furthermore, fulfillment is not automatically put some limits to the case of fulfilled needs. Over-fulfillment can be satisfying if it gives extra unexpected pleasure and under-fulfillment can be satisfying if it provides greater pleasure than the customers anticipate in a certain situation.

Customer satisfaction is the significant objective in selling process wherein it is several studies have shown that it is calculated that it is like five times to attract new customers as compared to retain an existing one and this results into more interest in customer relationships (Nauman, 1995).Research论文代写

Therefore, many companies are adopting customer satisfaction as their operational goal with a carefully designed structure wherein they put big investment in database marketing, relationship management and customer planning to move close to their customers (Hill and Alexader, 2000). That’s also why as Jones and Sasser (1995) has said the “achieving customer satisfaction is the primary goal for majority of service firms nowadays”.

Customer satisfaction relates to customer loyalty which is considered a generally significant goal of executing relationship marketing activities.

Oliver (1997, p.392) described customer loyalty as a “deeply held commitment to rebury or to support again desired products or services continuously in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior” .

Hayes (2008) mentioned that customers are the motivation for valuable growth while customer loyalty can result to profitability. For the customers, loyalty is a positive attitude and behavior relating to the level of the commitment of the repeat customers to a particular product or service in the future (Chu, 2009). Loyal customers are a bit expected to go to a competitor only because of price, and they even purchase more than non-loyal customers (Bowen and Shoemaker, 2003). Blackton (1995) added that loyal customers are also considered to be the most important assets of a company.Research论文代写

Customer satisfaction has become the center of attention in most of theoretical literatures and practical researches.

It is an expected outcome of implementing marketing activities, catering satisfaction of products or services to customers relates to success achieved on today’s tensely competitive world of business.

Customer satisfaction is specified as pleasurable fulfillment, for itself, the costumers perceives consumption as satisfying some needs, desires, goals and other by which that fulfillment is pleasurable (Oliver, 1997).

Customer satisfaction is seen as an important tool to supervise the business outcomes, make sound decision on limited resource allocation and give rewards to management (Anderson, 1994). Most of the organizations, the interest of customer satisfaction is demonstrated in their communications involving advertisement, public relation release and mission statement (Peterson and Wilson, 1992).

Parker and Mathew (2001) stated that there are two primary styles of the concept of customer satisfaction. The first one defines satisfaction as a process while the second defines satisfaction as a result of a consumption experience. These two approaches are paired, as usually each depends to each other.


译文:

奥利弗 (Oliver) (1997) 的声明指出,满足可以带来愉悦或消除痛苦,就像缓解生活中的问题一样。

因此,您可以简单地满足客户以恢复正常,就像消除疼痛等令人厌恶的情况一样。此外,满足不会自动对满足需求的情况施加一些限制。如果在某种情况下提供了超出客户预期的更多愉悦,则过度履行可能会令人感到满意,如果它提供了额外的意外愉悦,则可能会令人满意。

客户满意度是销售过程中的重要目标,其中多项研究表明,与保留现有客户相比,吸引新客户的时间大约是五倍,这会导致对客户关系的更多兴趣 (Nauman, 1995) )。

因此,许多公司将客户满意度作为其运营目标,并采用精心设计的结构,在数据库营销、关系管理和客户规划方面投入大量资金以贴近客户(Hill 和 Alexader,2000)。这也是为什么正如 Jones 和 Sasser (1995) 所说,“实现客户满意度是当今大多数服务公司的主要目标”。

客户满意度与客户忠诚度相关,这通常被认为是执行关系营销活动的重要目标。

Oliver (1997, p.392) 将客户忠诚度描述为“在未来不断地重新埋葬或再次支持所需产品或服务的坚定承诺,从而导致重复的相同品牌或相同品牌的购买,尽管有情境影响和营销有可能导致转换行为的努力”。

Hayes (2008) 提到客户是有价值增长的动力,而客户忠诚度可以带来盈利。对于客户而言,忠诚度是一种积极的态度和行为,与回头客对未来特定产品或服务的承诺程度有关(Chu,2009)。忠诚客户会因为价格而被期望转向竞争对手,他们甚至比非忠诚客户购买更多(Bowen 和 Shoemaker,2003)。 Blackton (1995) 补充说,忠诚的客户也被认为是公司最重要的资产。

客户满意度已成为大多数理论文献和实践研究关注的焦点。

这是实施营销活动的预期结果,满足客户对产品或服务的满意度与在当今竞争激烈的商业世界中取得的成功有关。

客户满意度被指定为愉快的满足感,就其本身而言,消费者将消费视为满足某些需求、欲望、目标和其他使满足感令人愉悦的事物(奥利弗,1997)。

客户满意度被视为监督业务成果、对有限资源分配做出合理决策和给予管理层奖励的重要工具(安德森,1994 年)。大多数组织,客户满意度的兴趣体现在他们的沟通中,包括广告、公共关系发布和使命宣言(彼得森和威尔逊,1992)。

Parker 和 Mathew (2001) 指出,顾客满意的概念有两种主要风格。第一个将满意度定义为一个过程,而第二个将满意度定义为消费体验的结果。这两种方法是配对的,因为通常每个方法都相互依赖。


In the 1970’s report of Hunt (1982) stated that the interest in customer satisfaction had made a very big increase over 500 studies were published.

This trend had continued and by year 1992, Peterson and Wilson estimated the amount of academic and trade articles on customer satisfaction to be over 15,000. Increasing customer satisfaction has been shown to directly affect companies’ market share, which is leading to improved profits, positive recommendation lower marketing expenditures (Reichheld, 1996; Heskett et al., 1997), and impact to the extent the corporate image and survival (Pizam and Ellis, 1999).

In order to achieve long-term sustainability companies should try to search to establish ties of loyalty with costumers that are strong enough to protect against the advances of competitors. Creating loyalty among customers helps the companies to make increase purchases of their existing products, charge of premium prices for appreciation of your added-value services, and create positive word-of-mouth promotion for your company, which is the basis of the marketing objective for many companies (Ryan Nelson, 2012).Research论文代写

Nelson (2012) further explained that customer loyalty is much harder to achieve than satisfaction,

although customers are satisfied with the company there are several factors that could cause the customer to defect to the competition, such as finding a better value or the competitor is more convenient. Based on that statement, having high levels of customer satisfaction does not mean will head to customer loyalty, but a company cannot achieve customer loyalty without having customer satisfaction (Ryan Nelson, 2012).

Therefore, business owners, managers, or sales representatives are important to keep loyal customers who will contribute long-term profit to the business organizations (Tseng, 2007). The goal to make existing customers increase their purchases is another approach to boost the financial growth of the companies (Hayes, 2008).  This means that customer satisfaction cannot ensure the repurchase from a company but it does not play a very important role in achieving customer loyalty. Conducting customer satisfaction research will provide your company with the necessary insight it needs to make informed decisions in order to retain and increase your customer base and improve customer relationships (Ryan Nelson, 2012).


译文:

在 1970 年代的 HUNT 报告 (1982) 中,发表了 500 多项研究,对客户满意度的兴趣大大增加。

这种趋势一直持续下去,到 1992 年,彼得森和威尔逊估计有关客户满意度的学术和贸易文章数量超过 15,000。提高客户满意度已被证明会直接影响公司的市场份额,从而提高利润,积极推荐降低营销支出(Reichheld,1996;Heskett 等,1997),并在一定程度上影响企业形象和生存(皮扎姆和埃利斯,1999 年)。

为了实现长期的可持续发展,公司应该尝试与足够强大的客户建立忠诚关系,以防止竞争对手的进步。建立客户忠诚度有助于公司增加对现有产品的购买,收取溢价以欣赏您的增值服务,并为您的公司创造积极的口碑,这是营销目标的基础对许多公司而言(Ryan Nelson,2012 年)。

Nelson (2012) 进一步解释说,客户忠诚度比满意度更难实现,

尽管客户对公司感到满意,但有几个因素可能会导致客户转向竞争对手,例如找到更好的价值或竞争对手更方便。根据该声明,拥有高水平的客户满意度并不意味着会走向客户忠诚度,但如果没有客户满意度,公司就无法实现客户忠诚度(Ryan Nelson,2012)。

因此,企业主、经理或销售代表对于保持忠诚的客户很重要,他们将为商业组织贡献长期利润(Tseng,2007)。让现有客户增加购买量的目标是促进公司财务增长的另一种方法(Hayes,2008)。这意味着客户满意度并不能确保从公司回购,但它在实现客户忠诚度方面并没有起到非常重要的作用。进行客户满意度研究将为您的公司提供做出明智决策所需的必要洞察力,以保留和增加您的客户群并改善客户关系(Ryan Nelson,2012)。


Customer service is important because it caters purchasers with assistance and friendly advice.

Customer service provides product support and happier customers and can develop what customers feel as they have a connection with a company. When the companies have commitment to customer service, its corporate culture changes to adopt its new dimension and become the motivation making amazing results to take place.

Gronroos (1984) and Parasuman et.al (1998) had emphasized an important factor that contributes to customer satisfaction which is service quality. They defined service quality as the difference between customer expectations and perceptions of service rendered by the company or satisfaction or dissatisfaction formed by customers’ experience of purchase and use of the service.Research论文代写

The measurement of customer satisfaction is exceptionally significant for both product developments as improving your company’s support. Customer satisfaction rates are compiled by surveys or interviews. Companies strive for good customer satisfaction status wherein they will look at the status of their customer surveys and strategize on how they can either improve the quality of their product or the quality of their customer relationships. Good customer service stats will increase the likelihood the customer will return to make repeat purchases or recommend the company to others.

In managing the customer relationship, customer satisfaction is a gauge of the level to which the products or services fulfill the expectation of the customers (Margarette Rouse, 2008).

Furthermore, customer satisfaction has been measured as well depending on the phases of customer relationship life cycle, which illustrates different stages of a customer relationship and requires focus on particular target and customer expectations of various stages (Spath and Fähnrich, 2007). Generally, customer satisfaction augments the quality of relationship between a customer and a service provider, and boosts the repeat purchase behavior.

To build a stronger customer satisfaction is very much related to the understanding customers’ needs and expectations (William and Bersch, 1992). The Kano Model (2001) states that needs of every customer are categorized into different needs such as basic, expected and excitement. Basic needs are the obvious needs of customers and if not met, he is dissatisfied, however meeting these needs may not be sufficient for customer satisfaction and this satisfaction results “must be quality”. Expected needs are significant that a customer is completely aware and satisfied in every purchase made and this satisfaction will create expected quality while the excitement needs refer to the unconscious and unspoken needs of customers. By determining these needs, company will have increased great value to their customers and can gain their loyalty and this satisfaction creates “attractive quality”.Research论文代写

Previous research studies recommended that there are four features which are the key drivers of satisfaction of the customers of cellular services namely network quality,

price, customer care and personal benefits (Booz, Allen and Hamilton, 1995, Danaher and Rust, 1996; Bolton, 1998; Gerpott, 1998; Wilfert, 1999). The network quality refers to the excellent indoor and outdoor coverage, voice clarity, and without connection failure. Price refers to what is paid to obtain access to use the network. Customer care refers to the quality of the information exchanged between customers and suppliers or network providers in response to the questions, request and concerns with regards to the other activities initiated by the network provider, such as the presentation of invoices. Personal benefits refer to the level of perception of the benefits of mobile communications services by individual customers.

Furthermore, the report of Bryan et.al (1996) demonstrated that there is significant relationship and consistent differences in the levels of satisfaction among demographic groups: sex, age, occupation, income, location. Sex positively relates to satisfaction and based on the observation female customers are more satisfied than male customers. Female of all ages are more satisfied than male because women are more involved with the process of purchase and possibly use the mobile more for relational purposes like social network device while men use it for functional purposes such as businesses, sales, etc.


译文:

客户服务很重要,因为它为购买者提供帮助和友好的建议。

客户服务提供产品支持和更快乐的客户,并可以发展客户在与公司建立联系时的感受。当公司致力于客户服务时,其企业文化就会改变以采用新的维度,并成为取得惊人成果的动力。

Gronroos (1984) 和 Parasuman et.al (1998) 强调了影响客户满意度的一个重要因素,即服务质量。他们将服务质量定义为顾客期望与对公司所提供服务的感知或顾客购买和使用服务的体验形成的满意或不满意之间的差异。

客户满意度的衡量对于产品开发和改善贵公司的支持都非常重要。客户满意度是通过调查或访谈编制的。公司力求获得良好的客户满意度状态,他们将查看客户调查的状态,并就如何提高产品质量或客户关系质量制定战略。良好的客户服务统计数据将增加客户返回重复购买或向其他人推荐公司的可能性。

在管理客户关系时,客户满意度是衡量产品或服务满足客户期望的水平(Margarette Rouse,2008 年)。

此外,还根据客户关系生命周期的各个阶段来衡量客户满意度,这说明了客户关系的不同阶段,并需要关注各个阶段的特定目标和客户期望(Spath 和 Fähnrich,2007 年)。一般来说,客户满意度提高了客户与服务提供商之间的关系质量,并促进了重复购买行为。

建立更强的客户满意度与了解客户的需求和期望密切相关(William 和 Bersch,1992)。 Kano 模型 (2001) 指出,每个客户的需求分为不同的需求,例如基本需求、预期需求和兴奋需求。基本需求是客户明显的需求,如果不满足,他不满意,但是满足这些需求可能不足以让客户满意,这种满意的结果“必须是质量”。预期需求很重要,即客户在每次购买时都完全了解并感到满意,这种满意将创造预期的质量,而兴奋需求是指客户无意识和不言而喻的需求。通过确定这些需求,公司将为他们的客户增加巨大的价值,并获得他们的忠诚度,这种满意度创造了“有吸引力的品质”。

先前的研究表明,有四个特征是蜂窝服务客户满意度的关键驱动因素,

即网络质量、价格、客户关怀和个人利益(Booz、Allen 和 Hamilton,1995;Danaher 和 Rust,1996;Bolton,1998;Gerpott,1998;Wilfert,1999)。网络质量是指室内外覆盖良好,语音清晰,无连接故障。价格是指为获得使用网络的访问权而支付的费用。客户关怀是指客户与供应商或网络供应商之间交换的信息质量,以回应有关网络供应商发起的其他活动的问题、请求和关注,例如发票的提交。个人利益是指个人客户对移动通信服务利益的感知程度。

此外,Bryan 等人 (1996) 的报告表明,性别、年龄、职业、收入、位置等人口群体之间的满意度水平存在显着关系和一致差异。性别与满意度呈正相关,根据观察,女性客户比男性客户更满意。所有年龄段的女性都比男性更满意,因为女性更多地参与购买过程,并且可能更多地将手机用于社交网络设备等关系目的,而男性则将其用于业务、销售等功能目的。


Age positively relates to satisfaction however the relationship is not in a consistent manner.

Satisfaction increases when it comes to age and the major increase in satisfaction is seen within the age 55 and above. Income relates to satisfaction as well which shows the higher the income, the lower the satisfaction level. Location positively relates to satisfaction that customers living in central cities and uptown areas are less satisfied than the customers living in rural areas.

In this review, it suggested that costumers vary in attitudes and one of the factors responsible for this difference is demographics. It is thus necessary to investigate the influence of demographic factors such as age, gender, occupation and location on customer satisfaction. Demographic factors are important in the society and significantly influence the attitudes, lifestyle, standard of living and others. Understanding such factors help the organization to investigate the different market segments so as to better understand the needs of different customers. Those factors are related to each other and all have an impact to the customer satisfaction.Research论文代写

Gale and Fornell (1992) illustrated that higher customer satisfaction converts into higher than normal market share growth, the ability to charge a higher price,

lower transaction costs and strong connection to improve profitability. Nelson et.al (1992) added that customer satisfaction related to higher profitability and proved his findings statistically. There is significant relationship between customer satisfaction and accounting return on assets (Anderson et.al 1994). It is discovered that stockholder value is highly flexible with respect to customer satisfaction (Ittner and Larkner, 1996) and also customer satisfaction greatly relates to organization financial growth (Fornell et.al, 1996).  The amount of business conducted within the organization relates to customer satisfaction which leads to profitability (Ittner and Larkner, 1996).Research论文代写

Moreover, several researched showed that customer satisfaction has significant impact on repurchase intentions and profits for service companies (Edvardddon et.al, 2000), affects share of wallet (SOW) positively (Braun and Scope, 2003 and Keiningham et.al, 2003), leads to increased profit margins (Fecikoca, 2004) and associates with improved share of spending (Keiningham, 2005).


译文:

年龄与满意度呈正相关,但这种关系并不一致。

满意度随着年龄的增长而增加,并且满意度的主要增加出现在 55 岁及以上。收入也与满意度有关,这表明收入越高,满意度越低。位置与满意度呈正相关,即居住在中心城市和住宅区的客户的满意度低于居住在农村地区的客户。

在这篇评论中,它表明消费者的态度各不相同,造成这种差异的因素之一是人口统计。因此,有必要调查人口因素,如年龄、性别、职业和地点对客户满意度的影响。人口因素在社会中很重要,并显着影响态度、生活方式、生活水平等。了解这些因素有助于组织调查不同的细分市场,从而更好地了解不同客户的需求。这些因素相互关联,都会对客户满意度产生影响。

Gale 和 Fornell (1992) 说明更高的客户满意度会转化为高于正常的市场份额增长、收取更高价格的能力、

降低交易成本和强大的联系以提高盈利能力。 Nelson et.al (1992) 补充说,客户满意度与更高的盈利能力有关,并在统计上证明了他的发现。客户满意度和会计资产回报之间存在显着关系(Anderson 等人,1994 年)。研究发现,股东价值在客户满意度方面具有高度灵活性(Ittner 和 Larkner,1996),而且客户满意度与组织财务增长密切相关(Fornell 等,1996)。组织内开展的业务量与客户满意度有关,从而导致盈利(Ittner 和 Larkner,1996)。

此外,一些研究表明,客户满意度对服务公司的回购意愿和利润有显着影响(Edvardddon 等,2000),积极影响钱包份额(SOW)(Braun 和 Scope,2003 和 Keiningham 等,2003) , 导致利润率增加 (Fecikoca, 2004) 和相关联的支出份额提高 (Keiningham, 2005)。


THEORETICAL FRAMEWORK 

Customer Satisfaction is a main priority in any business or organization because the customers are believed to be the lifeblood of the any business or organizations. The measurement of customer satisfaction relates to the behavior of customers towards the company’s products and services (Homburg and Giering, 2001).Research论文代写

The research seeks to investigate the relationship between the customer satisfactions and the company’s products and services. The result obtained from here will help the company determine the strategies it can use to improve it services and achieve greater customer satisfaction. According to Keith 1960’s explanation of marketing that it is an act or process of meeting and satisfying the needs of the customers, the survey here will help the company determine the correct marketing strategies.


译文:

理论框架

客户满意度是任何企业或组织的首要任务,因为客户被认为是任何企业或组织的命脉。 客户满意度的衡量与客户对公司产品和服务的行为有关(Homburg 和 Giering,2001 年)。

该研究旨在调查客户满意度与公司产品和服务之间的关系。 从这里获得的结果将帮助公司确定可用于改进其服务和实现更高客户满意度的策略。 根据 Keith 1960 对营销的解释,营销是满足和满足客户需求的行为或过程,这里的调查将帮助公司确定正确的营销策略。


CONCEPTUAL FRAMEWORK

The customer satisfaction questionnaire the level of customer satisfaction of Du Telecom in United Arab Emirates, particularly in the areas of Rak Al Nakheel and Alrams Al Muerda. The conceptual framework presented in Figure 1 shows the demographic profile of the people in Rak Al Nakheel and Alrams Al Muerda (age, gender, occupation and income) which are the independent variables and interconnected with a line are intervening variables which are product or service quality, pricing and customer service of Du Telecom.Research论文代写

All of these factors are very important to be able to accomplish accurate and reliable findings of the research. In addition to these, all of the issues and suggestions brought up by the customers were also noted in order to have an idea of improving the service in the company.


译文:

概念框架

客户满意度问卷调查了 Du Telecom 在阿拉伯联合酋长国的客户满意度,特别是在 Rak Al Nakheel 和 Alrams Al Muerda 地区。 图 1 中显示的概念框架显示了 Rak Al Nakheel 和 Alrams Al Muerda 人口的人口特征(年龄、性别、职业和收入),它们是自变量,并与一条线相互关联,它们是中间变量,即产品或服务质量 ,杜电信的定价和客户服务。

所有这些因素对于能够完成准确可靠的研究结果都非常重要。 除此之外,客户提出的所有问题和建议也都被记录下来,以便对改进公司的服务有一个想法。


RESEARCH PARADIGM

Research论文代写
Research论文代写

 

In the above diagraph the analysis will seek to understand the relationship between dependent and independent variables. in this case the dependent variable will be company product and customer handling techniques. The dependent variables will be customer satisfaction and retention.Research论文代写

Figure 2.Research Paradigm

In this figure, we can see the different variables that are included in this research study.  We have the independent variables, dependent variables and the output. The demographic profile relates to the needs and preferences of the customers and the customer satisfaction is affected by the factors of the quality of the product or service, pricing and customer service. When these variables are mixed, then the level of customer satisfaction is determined.


译文:

研究范式

在上图中,分析将寻求理解因变量和自变量之间的关系。 在这种情况下,因变量将是公司产品和客户处理技术。 因变量将是客户满意度和保留率。

在此图中,我们可以看到本研究中包含的不同变量。 我们有自变量、因变量和输出。 人口统计资料与客户的需求和偏好相关,客户满意度受产品或服务质量、定价和客户服务等因素的影响。 当这些变量混合在一起时,客户满意度的水平就确定了。


Chapter 3: RESEARCH METHODOLOGY

In this chapter the study presents the research design to be used, data gathering procedures, and the statistical treatment of data.Research论文代写

RESEARCH DESIGN

For this research, the researcher used the descriptive survey method. A descriptive survey, by contrast, typically seeks to ascertain respondents’ perspectives or experiences on a specified subject in a predetermined structured manner.


译文:

第 3 章:研究方法

在本章中,研究介绍了要使用的研究设计、数据收集程序和数据的统计处理。

研究设计

对于这项研究,研究人员使用了描述性调查方法。 相比之下,描述性调查通常寻求以预先确定的结构化方式确定受访者对特定主题的观点或经历。


POPULATION AND SAMPLE

The respondents to the survey questionnaire include dataset of 288 participants out of which 168 were female. I have requested them to answer the survey questionnaire to measure their satisfaction and experience with Du Telecom’s products and services. This further seeks to answer how they were satisfied with how the company handled them.

Business Investigation Du Telecom

Customer Satisfaction Survey  Research论文代写

Survey Areas Number of Respondents
Rak Al Nakheel 221
Alrams Al Muerda 279

Table 1.Survey

Respondents


译文:

人口和样本

调查问卷的受访者包括 288 名参与者的数据集,其中 168 名是女性。 我已要求他们回答调查问卷,以衡量他们对 Du Telecom 产品和服务的满意度和体验。 这进一步试图回答他们对公司如何处理他们感到满意。

商务考察杜电讯

客户满意度调查

调查区域 受访者人数
Rak Al Nakheel 221
Alrams Al Muerda 279

表 1. 调查

受访者


DATA GATHERING INSTRUMENT

The survey questionnaire was used as the main data- gathering instrument for this business investigation.  The survey proper indicated questions that measure the level of the customers` satisfaction to the products and services of du Telecom and there were also some fields in the questionnaire that allowed the respondents to indicate any concern, issue, comment or suggestion that they have for du Telecom.


译文:

数据采集仪
调查问卷被用作本次商业调查的主要数据收集工具。 调查适当地指出了衡量客户对 du Telecom 产品和服务的满意度的问题,问卷中还有一些字段允许受访者表明他们对 du Telecom 的任何关注、问题、评论或建议、 电信。


REPSONDENTS

The questionnaires were randomly distributed among Du Telecom’s customers. A permission was obtained from the management who provided database for their customer for over a period of  two years.Research论文代写

The respondents were then chosen randomly from the listed and contact for their availability to respond to the questionnaire. Suppose the researcher was not able to reach a customer, the next on the list was contact. The total sampled customers were 500 who agreed to respond to the questionnaire.


译文:

受访者

问卷随机分布在都电信的客户中。 获得了为客户提供数据库超过两年的管理层的许可。

然后从列表中随机选择受访者,并联系他们是否有时间回答问卷。 假设研究人员无法联系到客户,列表中的下一个是联系人。 同意回答问卷的抽样客户总数为 500 人。


DATA GATHERING PROCEDURE

Before the business investigation was conducted, I have asked approval first from my Professor about the topic that I will focus on this research study. I have also prepared a request letter addressed to the Human Resources Department of du Telecom asking permission to do the business investigation for their company. The letter contains the purpose of the study and the survey questionnaire that will be administered. After the business investigation has been approved, I had started administering the survey by requesting people which are customers of Du Telecom from Al Nakheel and Alrams Al Muerda to participate in the survey.


译文:

数据收集程序

在进行商业调查之前,我首先征求了我教授的同意,以确定我将专注于这项研究的主题。 我还准备了一封写给 du Telecom 人力资源部的请求信,请求允许为其公司进行业务调查。 这封信包含研究的目的和将要进行的调查问卷。 业务调查获得批准后,我开始管理调查,要求来自 Al Nakheel 和 Alrams Al Muerda 的 Du Telecom 客户参与调查。


 CHAPTER 4: Analysis 

This section presents the results obtained from the research. The research tool used was questionnaire which was randomly distributed among Du telecom customers. The questionnaire had sections for a customer to agree or disagree to a given statement and this made it easy for analysis. All the blank answers were ignored. Among the reasons for using questionnaire was due to the fact it’s easy to use. It also allowed respondents to fill their responses without any underlying force.Research论文代写

This section analysis the collected data from the survey or the questionnaires.

Agree (A) Disagree (D) Neutral (N)
I am satisfied with the company’s products and services. 65 32 3
I am satisfied with the product qualities and I get value for my money 55 36 9
I am satisfied with the product prices 54 44 2
I am satisfied with the customer retention strategies in Du telecom 42 45 13
I am happy with how the company’s employees handle customers 45 53 2
I feel the company does its best in providing quality products 39 56 5
I feel there are improvements that need to be made in the company as far as customer satisfaction is concerned 56 40 4

译文:

第 4 章:分析 Research论文代写

本节介绍了从研究中获得的结果。使用的研究工具是问卷,随机分布在杜电信客户中。问卷中有部分供客户同意或不同意给定的陈述,这使得分析变得容易。所有的空白答案都被忽略了。使用问卷调查的原因之一是它易于使用。它还允许受访者在没有任何潜在力量的情况下填写他们的回答。

本节分析从调查或问卷中收集的数据。

同意 (A) 不同意 (D) 中立 (N)
我对公司的产品和服务很满意。 65 32 3
我对产品质量感到满意,并且物有所值 55 36 9
我对产品价格很满意 54 44 2
我对杜电信的客户保留策略感到满意 42 45 13
我对公司员工处理客户的方式感到满意 45 53 2
我觉得公司在提供优质产品方面做得最好 39 56 5
我觉得就客户满意度而言,公司需要改进 56 40 4

Satisfaction with company’s products
Research论文代写
Research论文代写

On the level of customer satisfaction with Du telecom’s products, the research indicated that majority were satisfied with the company’s products.


译文:

对公司产品的满意度

在客户对杜电讯产品的满意度方面,调查显示大部分客户对公司产品感到满意。


I am satisfied with the product qualities and I get value for my money 

The analysis indicated that majority of the respondents were satisfied with product qualities they get and so they felt that they got best value for their money.


译文:

我对产品质量感到满意,并且物有所值

分析表明,大多数受访者对他们获得的产品质量感到满意,因此他们认为他们的钱物有所值。


I am satisfied with the product prices 

Majority of the respondents were satisfied with customer retention strategies the company is using. This means that the company’s strategies were effective.


译文:

我对产品价格很满意

大多数受访者对公司使用的客户保留策略感到满意。 这意味着该公司的战略是有效的。


I am satisfied with the product prices

The result indicated that most of the customers were satisfied with company’s prices. This indicates that either the company’s prices were low as compared to other market prices or their were of high quality matching the prices.


译文:

我对产品价格很满意

结果表明,大多数客户对公司的价格感到满意。 这表明该公司的价格与其他市场价格相比较低,或者其质量与价格相匹配。


I am happy with how the company’s employees handle customers

The questions determining the satisfaction the customer gott from the employee indicated that most customers were handled in a right manner. 53% of the respondents were of the idea that they were handled better compared to other companies.


译文:

我对公司员工处理客户的方式感到满意

决定客户从员工那里获得的满意度的问题表明,大多数客户都得到了正确的处理。 53% 的受访者认为与其他公司相比,他们的处理方式更好。


I feel the company has does its best in providing quality products
Research论文代写
Research论文代写

On the level of company’s engagement in providing best services to customers, the analysis indicated that the company has not done its best in providing better customer care. The customer still felt that the company had not completely attained customer satisfaction. This indicates that the company has various areas to improve on.


译文:

我觉得公司在提供优质产品方面做得最好

在公司为客户提供最佳服务的参与程度方面,分析表明公司在提供更好的客户服务方面没有尽最大努力。 客户仍然觉得公司没有完全达到客户满意。 这表明该公司在各个方面都需要改进。


I feel there are improvements that need to be made in the company as far as customer satisfaction is concerned
Research论文代写
Research论文代写

On responding tot this question, the customers indicated that they felt there were improvements that could be made to help customers get satisfied. The company, according to the response could still do numerous task to improve the exiting satisfaction level.


译文:

我觉得就客户满意度而言,公司需要进行改进

在回答这个问题时,客户表示他们认为可以进行改进以帮助客户满意。 据回应,该公司还可以做很多工作来提高现有的满意度。


CHAPTER 5: CONCLUSION 

This paper focused on investigating the level of customer satisfaction of du Telecom in the United Arab Emirates. We have also showed the factors influencing the satisfaction and the relationship between the demographic variables and customer satisfaction in the areas of Rak Al Nakheel, Alrams and Al Muerda.

Several studies about customer satisfaction, its importance, and factors that affecting it are demonstrated by the different authors. Customer satisfaction is the feeling of every customer after they have received the products or services rendered by the company. Customer satisfaction is significant to the customer loyalty wherein the customers will make repeat purchases or refer the company and its products or services to others. Therefore, customer satisfaction makes a great impact to the success of the business and customers play an important role for the sustainability of the company.


译文:

第 5 章:结论 Research论文代写

本文重点研究了 du Telecom 在阿拉伯联合酋长国的客户满意度水平。 我们还展示了 Rak Al Nakheel、Alrams 和 Al Muerda 地区影响满意度的因素以及人口统计变量与客户满意度之间的关系。

不同的作者展示了几项关于客户满意度、其重要性和影响它的因素的研究。 客户满意度是每个客户在收到公司提供的产品或服务后的感受。 客户满意度对客户忠诚度至关重要,其中客户会重复购买或将公司及其产品或服务推荐给他人。 因此,客户满意度对企业的成功有很大影响,客户对公司的可持续发展起着重要作用。


For du Telecom, we have seen good results on the survey that I had conducted,

getting responses from different people, with different ages, gender, occupation and income. We have proven that the demographic profile of people affect a company`s marketing strategies, their expectations and of course, their rating of customer satisfaction as their needs are affected by demographics.

Figure 3.Customer Satisfaction Cycle

In this figure we see the cycle on how customer satisfaction is being achieved and how the pursuit and achievement of customer satisfaction benefits everyone. Once the company is able to determine the gaps or the areas that they need to improve on, they can now decide, make plans and work on improving the quality which will automatically improve their productivity rate.Research论文代写

Once productivity improves, the customers will benefit from it as they get more value for their money, the company becomes customer-centric that they will continuously aim to satisfy and delight their customers.  This will then result to an increase in market shares and higher profits which will benefit the companies and so the employees.


译文:

对于 DU TELECOM,我们在我进行的调查中看到了良好的结果,

得到不同年龄、性别、职业和收入的不同人的回应。我们已经证明,人们的人口统计特征会影响公司的营销策略、他们的期望,当然还有他们对客户满意度的评级,因为他们的需求会受到人口统计数据的影响。

在这个图中,我们看到了如何实现客户满意度以及追求和实现客户满意度如何使每个人受益的循环。一旦公司能够确定他们需要改进的差距或领域,他们现在可以决定、制定计划并致力于提高质量,这将自动提高他们的生产率。

一旦生产力提高,客户将从中受益,因为他们的钱更有价值,公司变得以客户为中心,他们将不断致力于满足和取悦客户。这将导致市场份额的增加和更高的利润,这将使公司和员工受益。


RECOMMENDATIONS

Based on the investigation, we can thereby recommend that du Telecom needs to put more emphasis on Brand identity and they also have to put more focus on their vision and mission. They have to be consistent in fulfilling such aims and objectives and this will give the company major benefits. Research论文代写

Generally, this investigation has implied to us that mobile industries or any other companies should not solely depend on profit margins as good indicator of business performance. Instead, they have to develop strategies that will more attract customer’s interests to their products and services they offer. Such strategies will help the companies to analyze the difference of their performance between the customers’ expectations, and compare their standards between the internal processes and identify opportunities to improve.


译文:

建议

根据调查,我们可以因此建议杜电通需要更加重视品牌识别,他们也必须更加关注自己的愿景和使命。 他们必须始终如一地实现这些目的和目标,这将为公司带来重大利益。

总的来说,这项调查向我们暗示,移动行业或任何其他公司不应仅仅依赖利润率作为业务绩效的良好指标。 相反,他们必须制定战略,以更吸引客户对其提供的产品和服务的兴趣。 此类策略将有助于公司分析其绩效与客户期望之间的差异,并比较内部流程之间的标准并确定改进机会。


Though we have seen that there is a significant relationship on demographics and customer satisfaction,

du Telecom also need to consider the different factors that affect customer satisfaction. Du Telecom may need to evaluate their marketing strategies and also the preferences of their customers to determine the gaps. I recommend that the company also ask its customers` comment and suggestions on how they can still improve their products and services. This is to give an impression to the customers that the company values what its customers have to say.

Du Telecom can also evaluate the way its deals with its customers in all front lines section. Front line people should be courteous and accommodating as this will say a lot on exceptional customer experience. The employees must be trained on a skill or character that will make the customers welcome and comfortable in dealing with issues or problems and this must be consistent. Research论文代写

Another thing that I recommend for du Telecom is to continue consistency in all aspects where it is succeeding and aim to improve more. The company should be known by their vision and mission. There should be uniqueness in how they deliver their services, before, during and after purchase that is different from other companies and in a way that people will not hesitate to recommend or endorse their service to their family and friends.


译文:

虽然我们已经看到人口统计数据和客户满意度之间存在显着关系,

du Telecom 还需要考虑影响客户满意度的不同因素。 Du Telecom 可能需要评估他们的营销策略以及客户的偏好,以确定差距。我建议公司也向客户征求意见和建议,了解他们如何仍能改进其产品和服务。这是为了给客户留下公司重视客户意见的印象。

Du Telecom 还可以评估其在所有前线部分与客户打交道的方式。一线人员应该彬彬有礼,乐于助人,因为这将说明卓越的客户体验。员工必须接受技能或性格方面的培训,使客户在处理问题时受到欢迎并感到舒适,并且这必须是一致的。

我为 du Telecom 推荐的另一件事是在它成功的所有方面保持一致性,并致力于进一步改进。公司应该以其愿景和使命而闻名。他们在购买之前、之中和之后提供服务的方式应该与其他公司不同,并且以一种人们会毫不犹豫地向家人和朋友推荐或认可他们的服务的方式提供服务。


APPENDICES:

Agree (A) Strongly Agree (SA) Disagree (D) Neutral (N)
I am satisfied with the working the company’s products and services.
I am satisfied with the product qualities and I get value for my money
I am satisfied with the product prices
I am satisfied with the customer retention strategies in Du telecom
I am happy with how the company’s employees handle customers Research论文代写
I feel the company has does its best in providing quality products
I feel there are improvements that need to be made in the company as far as customer satisfaction is concerned

译文:

同意 (A) 非常同意 (SA) 不同意 (D) 中立 (N)
我对公司的产品和服务感到满意。
我对产品质量感到满意,并且物有所值
我对产品价格很满意
我对杜电信的客户保留策略感到满意
我对公司员工处理客户的方式感到满意
我觉得公司在提供优质产品方面做得最好
我觉得就客户满意度而言,公司需要进行改进

  1. Letter of Request

To:

__________________________________

HR Manager

du Telecom

United Arab Emirates

Dear Sir/Madam:

Greetings!

I, the student of _______________________________________________________, is requesting your good office to give me a permit to conduct my business investigation in your company, the du Telecom for our school requirement.

My business investigation focuses on the level of satisfaction of your customers about your products and services. Thus, I need to conduct a customer survey through giving out questionnaires. I believe that this investigation will help me and your company to understand the problems and progress of the company. I assure you the all the information that will be gathered should be kept confidential as due respect to the customers and the company. Research论文代写

I appreciate your cooperation for the success of this investigation.

Thank you very much.

Sincerely yours,

_____________________________________


请求书
至:

__________________________________

人力资源经理

杜电信

阿拉伯联合酋长国

尊敬的先生/女士:

问候!

我,_______________________________________________________ 的学生,请求您的斡旋,允许我在贵公司 du Telecom 进行业务调查,以满足我们学校的要求。

我的业务调查侧重于客户对您的产品和服务的满意度。 因此,我需要通过发放问卷来进行客户调查。 我相信这次调查将有助于我和贵公司了解公司的问题和进展。 我向您保证,将收集到的所有信息都应保密,以尊重客户和公司。

感谢您的合作,使调查取得成功。

非常感谢。

真诚的你,

_____________________________________


Bibliography:  Research论文代写

Du Telecom (2012) Official Homepage http://www.du.ae/en/default

Dubai (2013) Emirates Integrated Telecommunications Company

http://www.arabianbusiness.com/companies/emirates-integrated-telecommunications-company–66425.html

Homburg, C. and Giering, A. (2001) – “Personal characteristics as moderators of the relationship between customer satisfaction and loyalty – an empirical analysis”, Psychology and Marketing, Vol. 18 No. 1, pp. 43-66.

Keith, R.J. (1960) – “The marketing revolution”, Journal of Marketing”, Vol. 24, January, pp. 35-8.

Margarette Rouse (2008) “Customer Satisfaction (CSAT) http://whatis.techtarget.com/definition/customer-satisfaction-CSAT

Eric Jacques (2010) Definition of Customer Satisfaction http://socialmediatoday.com/ericjacques/550249/definition-customer-satisfaction

Ryan Nelson (Febuary 2, 2012) “The Importance of Customer Satisfaction”

http://www.wparesearch.com/uncategorized/the-importance-of-customer-satisfaction/

Ryan Nelson (2012) “The Importance of Customer Satisfaction”

Enhance Plus (n.d) “Why is Customer Satisfaction So Important Today”

Xuan Zhang and Yuanyuan Feng (2009) “The Impact of Customer Relationship Marketing Tactics On Customer Loyalty – Within Swedish Mobile Telecommunication Industry”

Young Han Bae (2012) “Three Essays on the Customer Satisfactin-Customer Loyalty Asscoiation”

Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, July, pp. 53-66.

Anderson, R.E. (1973) – “Consumer dissatisfaction: the effect of disconfirmed expectancy on perceived product performance”, Journal of Marketing Research, Vol. 10, pp. 38-44.

Braun, H. and Scope, A. (2003), “Does it pay to invest in customer satisfaction? Effects of customer satisfaction measurement and improvement on earnings”, in Fellows, D.S. (Ed.),

Proceedings of the ESOMAR Congress, Prague, September 14-17, pp. 159-74.

Edvardsson, B., Johnson, M.D., Gustafsson, A. and Strandvik, T., (2000)- The effects of satisfaction and loyalty on profits and growth: products versus services, Total Quality Management, Vol.11: 7, 917-927.

Yirenkyi Kofi Ampomah (2012) “Factors Affecting Customer Satisfaction and Preference in the Telecommunications Industry: A Case Study of Mtn Ghana”

Eriksson, K and Löfmarck Vaghult, A., (2000) “Customer retention, purchasing behavior and relationship substance in professional services”, Industrial Marketing Management, Vol.29 No.4, pp.363-72.

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.

Gale, B., (1992) “Monitoring Customer Satisfaction and Market Perceived Quality, Worth Repeating Series, No. 922CS01, American Marketing Association, Chicago, IL.

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