Browsing by Subject "Consumer satisfaction"
Now showing items 1-20 of 35
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A framework for designing new products and services
(2009)
Article
Restricted access - publisher's policyCustomer satisfaction is an important objective in all areas of business and services. A key issue in today's design activities is to achieve customer satisfaction in an economical way by finding the attributes that are ... -
A study on the effect of the physical environment in an airplane on customer loyalty
(OmniaScience, 2015-12)
Article
Open AccessPurpose: The purpose of this study is to identify the effect of the in-flight physical environment on perceived quality and customer loyalty. Design/methodology: For this analysis, a survey was conducted with airline ... -
Airport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport
(OmniaScience, 2017-06)
Article
Open AccessPurpose: This study proposes a conceptual model of level of service evaluation to a small-sized airport with a focus on departing passengers. Design/methodology: The variables selected to compose the model were chosen ... -
Analysis of building maintenance requests using a text mining approach: building services evaluation
(2019-05-16)
Article
Open AccessEnd users’ maintenance requests gathered from computerized maintenance management systems (CMMS) configure a rich source of information to evaluate the occupants’ satisfaction and the building systems. Nevertheless, the ... -
Assessing the antecedents of customer loyalty on healthcare insurance products: service quality; perceived value embedded model
(OmniaScience, 2015-12)
Article
Open AccessPurpose: This research aim to investigate the influence of service quality attributes towards customers’ loyalty on health insurance products. In addition, this research also tested the mediation role of perceived value ... -
Desenvolupament d’una aplicació mòbil d’enquestes per als clients del CAR
(Universitat Politècnica de Catalunya, 2017-07)
Bachelor thesis
Restricted access - author's decision
Covenantee: Infoserveis TecnologiaEn aquest document hi podem trobar els llenguatges de programació, tecnologies utilitzades, metodologies de treball i la implementació que s’ha dut a terme per desenvolupar el treball final de grau titulat Desenvolupament ... -
Examining the relationship between service quality and customer satisfaction: a factor specific approach
(School of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC), 2013-07)
Article
Open AccessPurpose: This research was aimed at examining the relationship between service quality and customer satisfaction with data obtained from Malaysian soldiers who were involved in peace keeping missions in a Middle Eastern ... -
Exploring personality moderation effects on satisfaction and loyalty in the airline industry
(Omnia Science, 2023-06)
Article
Open AccessPurpose: The United States airline industry is a highly competitive industry. Airlines could benefit from satisfied and loyal customers. This study investigates the effect of personality traits of airline consumers on ... -
Exploring the relationships among service quality features, perceived value and customer satisfaction
(School of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC), 2009-06)
Article
Open AccessThe purpose of this paper is to explore the relationships among service quality features (responsiveness, assurance, and empathy), perceived value and customer satisfaction in the context of Malaysia. The empirical data ... -
How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers’ satisfaction, and loyalty differently? An empirical study
(OmniaScience, 2022-12)
Article
Open AccessPurpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work ... -
Impact of delays on costumers'safety perceptions and behavioral intentions
(Escola Tècnica Superior d'Enginyeries Industrial i Aeronàutica de Terrassa. Universitat Politècnica de Catalunya, 2012-12)
Article
Open AccessPurpose: The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions Design/methodology/approach: We modified a customer satisfaction ... -
Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
(OmniaScience, 2016-04)
Article
Open AccessObjeto: El objetivo de esta investigación es analizar la relación entre percepción de calidad por parte de los clientes de los establecimientos hoteleros y los resultados económico-financieros de los hoteles. Se trata ... -
Implementación de estrategias omnicanal en el sector moda
(Universitat Politècnica de Catalunya, 2017-09-13)
Master thesis
Restricted access - confidentiality agreement -
Influence of reputation in revenue of grid service providers
(2008-11-21)
Conference report
Restricted access - publisher's policyThe trustworthiness of commodity providers is a key issue to motivate customers to participate in a market. Several Grid Market frameworks are being developed and they are not an exception in the need of demonstrate their ... -
Innovation, technology and services: marketing, art and culture
(Universitat Politècnica de Catalunya / Universidade Técnica de Lisboa, 2013)
Bachelor thesis
Restricted access - author's decision
Covenantee: Universidade de LisboaOne of the objectives of marketing research is studying the customer’s behavior in order to perceive their degree of satisfaction. When delivering a service it is important to know customers’ attitudes, interests and ... -
Integrating fuzzy theory into Kano model for classification of service quality elements: a case study of machinery industry in China
(OmniaScience, 2015-12)
Article
Open AccessPurpose: The purpose of study is to propose and verify a method of service quality elements classification through integrating fuzzy theory into Kano model. The method has the merit of being more effective in processing ... -
Investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention
(OmniaScience, 2015-12)
Article
Open AccessPurpose: This study seeks to identify the effect of service quality in internet duty-free shops on a customer’s trust and behavioral intention. Design/methodology: For this analysis, a survey was executed targeting ... -
Investigating the effects of sales promotions on customer behavioral intentions at duty-free shops: an Incheon International Airport case study
(Escola Tècnica Superior d'Enginyeries Industrial i Aeronàutica de Terrassa. Universitat Politècnica de Catalunya, 2013-12)
Article
Open AccessPurpose: This paper seeks to investigate the effects of sales promotions at airport duty-free shops by testing a conceptual model that considers price, coupons, free gifts, points, satisfaction, value, image, and behavioral ... -
La identificación de la voz del cliente mediante la experimentación con diseños factoriales: aplicación en la elaboración de una ruta turística
(2008-10)
Article
Restricted access - publisher's policyLa satisfacción del cliente es uno de los objetivos principales de cualquier empresa y, en particular, de la gestión turística. Determinar qué deseos satisfacer y el cómo satisfacerlos es una tarea difícil. Para recoger ... -
Lealtad y satisfacción de los consumidores en las plataformas de venta online de retail
(Universitat Politècnica de Catalunya, 2017-09-13)
Master thesis
Open AccessEn los últimos años, el e-Commerce se ha convertido en una herramienta clave para las empresas para mantener o hacer crecer su negocio. Varios investigadores han demostrado que los factores más importantes que pueden ...
