Results 261 to 270 of about 320,173 (310)

Internal marketing, service quality and perceived customer satisfaction

Journal of Islamic Marketing, 2020
PurposeThis study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.Design/methodology/approachData was obtained from retail banking ...
Leigh De Bruin, Mornay Roberts-Lombard, Christine De Meyer-Heydenrych   +2 more
openaire   +1 more source

Internal customer satisfaction

Managing Service Quality: An International Journal, 1991
Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer satisfaction. Defines each factor, describes its importance, and then illustrates with measurement examples. Makes suggestions towards measuring internal customer satisfaction.
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Measuring internal customer satisfaction

Managing Service Quality: An International Journal, 2000
Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams.
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Evaluation of Internal Customer Satisfaction

SSRN Electronic Journal, 2007
The relationships among the functional units along a value chain vary from one business organization to another. These relationships are generally well defined in the organizational chart. We can define the performance of one functional group for other group along the same value chain as 'outputs' of the former.
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Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers

Journal of Islamic Marketing, 2021
PurposeThis study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups,
Syed Tehseen Jawaid, Aamir Hussain Siddiqui, Rabia Kanwal, Hareem Fatima   +3 more
openaire   +1 more source

Economic influences on customer satisfaction: an international comparison

International Journal of Business Environment, 2009
The marketing literature has extensively analysed firm-level influences on customer satisfaction. Since macro-level customer satisfaction data have not become available until recently, researchers have just taken first steps towards analysing economic influences on customer satisfaction.
Bjorn Frank, Takao Enkawa
openaire   +1 more source

From Customer Satisfaction to Customer Experience: Online Customer Satisfaction Practice in International E-commerce

2015
By focusing on online international shopping, this study investigates customer satisfaction measured by applying the mainstream research model and satisfaction metrics. Net promoter score, continuous purchase intention, product satisfaction, and the pros and cons of each of the metrics are discussed.
Yanyang Liuqu, Xinheng Fan, Paul L. Fu
openaire   +1 more source

Customer satisfaction and the internal market

Journal of Marketing Practice: Applied Marketing Science, 1995
Many management theorists and consultants urge companies to focus on their customers′ needs and satisfaction – this is common to strategic management, the marketing concept, the pursuit of “excellence”, market‐orientation, total quality management, relationship marketing strategies, and service quality theorists.
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Customer satisfaction assessment for “internal” suppliers

Managing Service Quality: An International Journal, 1996
Customer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve responsiveness and reduce overheads is focusing management attention on the major internal business functions such as IT. Argues that these functions, threatened with major cost reductions
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The effects of aesthetics on internal customer satisfaction/motivation

2021
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openaire   +2 more sources