Research on Transition of Customer Satisfaction Factor  

Oleh:

Endo, Hiroki ; Kaneko, Takeshi ; Yokoyama, Shin-Ichiro

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-13.
Topik: Customer satisfaction; Customer retention; Transition in passage of time
Fulltext: JP18_Endo_Fullpaper.pdf (571.81KB)

Isi artikel

A lot of cost is necessary for obtaining a new customer in the restaurant. Therefore, the sales promotion for a new customer becomes difficult. For this reason, the approach on customer satisfaction is important for the customer retention. However, customer satisfaction declines in the passage of time. The present study focused on the factor that customer satisfaction has declined. And, the present study aimed to clarify the cause to which customer satisfaction declined in the passage of time. It leads to the customer retention and the decline prevention of customer satisfaction if these are clarified and measures are taken.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali