학술논문
Toward Developing a National Customer Satisfaction Index in Jordan
이용수 40
- 영문명
- Toward Developing a National Customer Satisfaction Index in Jordan
- 발행기관
- People & Global Business Association
- 저자명
- Dia Zeglat Ibrahim Mukattash
- 간행물 정보
- 『Global Business and Finance Review』Vol.28 No.3, 1~14쪽, 전체 14쪽
- 주제분류
- 경제경영 > 경영학
- 파일형태
- 발행일자
- 2023.06.30
4,480원
구매일시로부터 72시간 이내에 다운로드 가능합니다.
이 학술논문 정보는 (주)교보문고와 각 발행기관 사이에 저작물 이용 계약이 체결된 것으로, 교보문고를 통해 제공되고 있습니다.

국문 초록
영문 초록
Purpose: This research aims to develop a national index to measure customer satisfaction in Jordan. Based on householders' perspectives and assessments, this index will form a national measurement of customer satisfaction with goods and services offered in Jordan.
Design/methodology/approach: T he r esearchers p erformed a s ystematic literature r eview (SL R) b y reading and analyzing the previous primary studies, using pre-specified search and inclusion criteria. In this study customer satisfaction index was defined and developed to the same degree as those that adopted specified customer satisfaction index principles in their development and application.
Findings: Using the developed Jordanian Customer Satisfaction Index (JCSI), each sector, industry, and company included in the index will get a customer satisfaction score. The JCSI will measure customer satisfaction in 15 major economic sectors in Jordan. It contains three items to measure and track customer satisfaction using three facets of satisfaction―an overall rating of satisfaction, performance against expectations, and performance against the customer's ideal service.
Research limitations/implications: The JCSI will encourage all Jordanian household consumers to give customer satisfaction feedback on purchasing and using goods and services. In this regard, this proposed national index will be helpful for consumers, managers, and policymakers.
Originality/value: This paper developed a national customer satisfaction index in Jordan by using two perspectives(i.e., micro and macro levels). The proposed index in this paper is going to offer a multi-industry index to measure and benchmark Jordanian consumers’ satisfaction with goods and services produced and delivered in the Jordanian market.
목차
I. Introduction
II. Theoretical Basis
III. Methodology
IV. Results
V. Discussion
VI. Conclusion
References
해당간행물 수록 논문
- Financial Attitude, Trust, and ROSCAs' Member Commitment: Social Relations as Mediating Factor
- Ethical Consumption in the Digital Age: Analyzing Benefit Types, Temporal Distance, and Normative Factors for Gen Z
- Toward Developing a National Customer Satisfaction Index in Jordan
- Key Determinants of Budget Execution with the Political Market Approach: A Case Study of Korean Local Government
- Strengthening the Link Between Organizational Culture and Employee Loyalty: Exploring the Mediating Effects of Employee Trust and Job Satisfaction
- Sustainable Rural Tourism Practices From the Local Tourism Stakeholders' Perspectives
- Analysis of Perceived Determinants in Customer Service Quality: Focused on A utomotive Air Conditioning Service C enters
- Integrity, CEO Compensation, and Performance: Evidence from Public Enterprises in South Korea
- Investor Sentiment, Cross-sectional Stock Returns, and Short-Sales: Evidence From Korea
참고문헌
관련논문
경제경영 > 경영학분야 BEST
- 근로시간 단축(주 4일제) 관련 글로벌 동향 분석과 변화 방향 제언
- 소비자의 ESG경영요구가 ESG경영지지에 미치는 영향
- 직무만족, 조직몰입, 성과, 이직의도 간의 관련성 - 문헌고찰 및 메타분석
경제경영 > 경영학분야 NEW
- 글로벌경영학회지 제22권 제3호 목차
- Traditional Banking Sector Involvement in the Face of Fin-Tech Innovation : Management Perspectives from Nigeria
- 기업 ESG에서의 동료 효과(peer effects)에 관한 연구
최근 이용한 논문
교보eBook 첫 방문을 환영 합니다!
신규가입 혜택 지급이 완료 되었습니다.
바로 사용 가능한 교보e캐시 1,000원 (유효기간 7일)
지금 바로 교보eBook의 다양한 콘텐츠를 이용해 보세요!
