Review of related literature on customer satisfaction

Motivation Luthans asserts that motivation should not be thought of as the only explanation of behavior, since it interacts with and acts in conjunction with other mediating processes and with the environment.

All that can be seen is behavior, and this should not be equated with causes of behavior. Appelabum stated that the factors affecting in human resources productivity included increasing 21 communication between staff and managers as well as participation in organizational decisions.

Second, motivation is one of several factors that go into a person's performance e. A motivating environment exists with conditions of high standards, clear objectives, adequate training, effective leadership, rewards that employees value, and adequate working conditions Capozzoli, It argues that the drivers or determinants of satisfaction will differ in different service contexts and discusses the importance of including service customers in the design of customer satisfaction surveys.

In the context of community service delivery, there are a range of issues to be considered when designing and using satisfaction measurement tools. According to Brookfieldindividuals with high levels of job satisfaction would have healthier physical and psychological records that very likely result in higher productivity and effectiveness in their job performance and will staying longer in organization.

In the context of community service delivery, there are a range of issues to be considered when designing and using satisfaction measurement tools.

As it is noted it is useful to gain direct feedback from customers about how they would prefer customer satisfaction surveys to be administered, as this can have a significant impact on participation and on the quality of responses.

As such, it cannot be seen, it can only be inferred.

Job satisfaction is the key ingredient that leads to recognition, income, 18 promotion, and the achievement of other goals that lead to a feeling of fulfillment Kaliski, Participation in formal arrangements that involve flexitime promotes a sense among workers that they have the discretion to fit job- related responsibilities into their broader lives, and this discretion contributes to less stress and burnout.

Job satisfaction is the collection of feeling and beliefs that people have about their current job. Research shows that flexible work arrangements may reduce stress because employees working flexibly are more satisfied with their jobs, more satisfied with their lives, and experience better work-family balance Chartered Institute of Personnel and Development With this, it has been found that the productivity level varies according to mining methods and was significantly affected by technical factors followed by economic factors and personal factors.

According to Mitchell and Lasan,it is generally recognized in the organizational behavior field that job satisfaction is the most important and frequently studied attitude. Job satisfaction is so important in that its absence often leads to lethargy and reduced organizational commitment Levinson,Moser, One cannot feel very good about oneself if one is not motivated.

Tenure does not appear to hold the same consistency in its relationship with job satisfaction. Through the review of the literature it is shown that customer satisfaction measurement provides a means to better understand the needs of social service customers and to empower customers by creating customer-centred services.

Productivity is maximized when there is enough balance so that employees have enough control, authority, and permissions to make most operational decisions. Some studies looked into job satisfaction and performance at work of shift workers.

There is also an expectation that people who have contributed to such processes will receive information on the broader outcomes from their feedback and ideas. In an era where technology dominates almost every function, a failure to provide the technology, updates, or sufficient training can dramatically slow productivity.

It is also argued that customer satisfaction measurement provides a means of creating ongoing service improvement by identifying areas of improvement. It is generally perceived to be directly linked to productivity as 22 well as to personal well-being.

It is also argued that customer satisfaction measurement provides a means of creating ongoing service improvement by identifying areas of improvement. Through the review of the literature it is shown that customer satisfaction measurement provides a means to better understand the needs of social service customers and to empower customers by creating customer-centred services.

It is generally perceived to be directly linked to productivity as well as to personal well-being. Related Literature Work constitutes more than one-third of waking life for most human adults, and there is a substantial psychological literature devoted to the study of work.

Customer satisfaction literature review

Therefore, the key to understanding the process of motivation lies in the meaning of, and relationship between, needs, drives, and incentives. Tools and processes for measuring satisfaction need to accommodate individual needs and preferences around literacy, timing and form.

At the other times the movement is from one profession to another that is considered a greener pasture.

Research has shown that productivity at a workplace is highest where there are positive and constructive employment relationships between managers and owners, and employees and their representatives http: Dissatisfied employees experience more psychological distress and physical health problems De Castro Hence, in considering the variable of tenure, one must be careful to attend to the specifics of job situation.

Sometimes workers may quit from the public to the private sector and vice versa. This latter is common in countries grappling with dwindling economy and its concomitant such as poor conditions of service and late payment of salaries Nwagwu, As it is noted it is useful to gain direct feedback from customers about how they would prefer customer satisfaction surveys to be administered, as this can have a significant impact on participation and on the quality of responses.

The paper provides a starting point for social service organisations in developing more rigorous customer satisfaction processes and will be augmented by the development of tools that can be used to assist in the measurement of customer satisfaction.

The final section reviews a number of methodological considerations. The indoor environment has the biggest effect on productivity in relation to job stress and job dissatisfaction.

Doing so, ensures that customer satisfaction processes are able to accurately reflect the needs and values of customers and can be effective in driving service improvement. First, that motivation is commonly assumed to be a good thing.Customer satisfaction: review of literature and application to the product-service systems Ms.

Oksana Mont Many consumption-related issues are being increasingly Kano model of customer satisfaction, the Innovation diffusion of Rogers, the service quality model of Grönsroos, and.

This paper reviews the existing literature on customer satisfaction measurement and provides the theoretical background for the development of a number of tools to help the community services industry in Queensland measure customer satisfaction. Customer satisfaction: review of literature and application to the product-service systems Article (PDF Available) with 57, Reads Export this citation.

customer satisfaction with career guidance in a systematic way, it is hoped that it also includes a number of findings that may have wider applicability. Methodology This paper is part of a series reporting the results of a literature review commissioned Best Practice Literature Review - Customer Satisfaction ().

Literature Review Since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction.

Literature Review service quality model, service quality dimensions, E-service quality, customer satisfaction, satisfaction formation, the linkage between customer satisfaction and service quality, and Internet banking. Moreover, this chapter will present some information related to the research such as, the conceptual of real time customer.

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Review of related literature on customer satisfaction
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