TAILIEUCHUNG - An empirical study of externality and customer satisfaction

In general, customer satisfaction is derived from the quality of product. Hundreds of studies examine the relationship between the performance of product attributes and customer satisfaction. | An empirical study of externality and customer satisfaction International Journal of Management IJM Volume 10 Issue 2 March-April 2019 pp. 52-62 Article ID IJM_10_02_006 Available online at http ijm JType IJM amp VType 10 amp IType 2 Journal Impact Factor 2019 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication AN EMPIRICAL STUDY OF EXTERNALITY AND CUSTOMER SATISFACTION Claire . Ho . Student Department of Business Administration Nanhua University Taiwan Miao-Shen Chen Chair Professor Department of Business Administration Nanhua University Taiwan Correspondence Author Email claire@ ABSTRACT In general customer satisfaction is derived from the quality of product. Hundreds of studies examine the relationship between the performance of product attributes and customer satisfaction. Instead of conducting an analysis on the influence of attribute performances on customer satisfaction this study pays close attention to the influences of externality on customer satisfaction in the case of the tourism industry. We examine the externality coming from companion s behavior on tourist satisfaction in tour groups. The regression results show that companion s behavior significantly influence tourist satisfaction no matter the satisfaction is measured from the aspect of tour schedule or tour escort. By encouraging or discouraging some companions customer can enhance tourist satisfaction. In addition gender and companions will cause different regression results. This reminds us to take consideration of the individual difference when taking actions to enhance satisfaction. These results imply customer satisfaction is not only determined by the performance of product attributes but also depends on externality. Controlling the influence of externality is an alternative to enhance satisfaction. Keywords customer satisfaction tourism externality companion s behavior quality .

• Quản trị kinh doanh
• Quality of product
• Product attributes and customer satisfaction
• Influence of externality
• Source of market communication
• Lots of empirical work
• Product differentiation
• Firm performance
• Product quality
• Product design
• Unique product features
• Japanese Invested Enterprises
• Journal of Science and Technology
• Yogurt like product from rermented maize
• Part II Quality improvement
• Fermented maize based product
• xanthan and gellan gums separately
• Gate location
• Plastic product
• Injection molding
• Numerical simulation experiment method
• Lecture Software Quality Assurance
• Software Quality Assurance
• Bài giảng Đảm bảo chất lượng phần mềm
• Root causes of poor software quality
• Quality attributes
• Product specific quality attributes
• Dietary fibre
• Hominy flour
• Quality characterisation
• Pasta utilizing corn grits by product
• Optimization and quality evaluation
• Self rising flour
• Overall acceptability
• Microbiological quality
• Microbiological quality of self rising flour
• Product characteristics
• Local dairy product
• Technical production system
• Fermented local milk product
• Quality was carried out
• Production of kindirmou
• Technological quality
• Total quality management in education
• Total quality management
• The idea of quality
• Two concepts of quality
• The educational product
• Continuous improvement
• Varying blank holder force on product quality
• Sheet hydrostatic forming
• Blank holder force
• Changed blank holder force depending
• Working pressure of liquid
• Finger millet
• Fermented milk
• Finger millet enriched probiotic fermented milk product
• Unmalted finger millet flour
• Ensuring product safety
• Quality analysis
• Lmproving quality in the supply chain
• Ebook Safety and quality issues
• Rapid detection of seafood toxins
• Understanding lipid oxidation in fish
• Process management responsibilities
• Measure progress
• Selection of food products
• Satisfaction of product quality
• Purchasing of quality products
• Concern of the consumer
• Good quality products
• Managing operations
• Supply chain
• Lecture Managing operations
• Managing quality
• Quality management
• Quality contributors
• Dimensions of product quality
• Operations management
• Lecture Operations management
• Supply chain management
• Process management
• Business and society
• Product and Service Issues
• Food and Drug Administration
• Customer Service Programs
• Total Quality Management Programs
• Acceptance probability nalysis
• Process validation lifecycle stages
• Product risk
• Consistently delivering quality product
• General application
• Aquatic and marine products export
• International integration period
• Quality and brand
• Marine product export
• Fishery products
• Lean pork
• Pangasius Salami
• Supremely nutritious product
• Sensory value product
• Animal flesh
• Management of quality
• Encapsulated resveratrol powder
• Functional yoghurt
• Quality characteristics of functional yoghurt
• Well known fermented product popular
• Check the quality characteristics