In:
Journal of Business and Social Review in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy, Vol. 6, No. 3 ( 2020-09-30), p. 1033-1041
Abstract:
Customer satisfaction is a major concern for the marketing personnel; particularly, in services in sector. In this regard, this study aims to explore the relationship between antecedents and outcomes of customer satisfaction in the context of personal computer market segment. For the purpose of data collection, we used a convenience sampling technique and 150 regular customers of Dell were included in the sample size. Regression analysis techniques were used for the evaluation of the relationship between the antecedents (i.e., services quality, price, and customer loyalty) and the consequences (i.e., customer perception, customer retention, customer complaining) of customer satisfaction. Research findings of the study suggest that there is a significant positive association between service quality and customer satisfaction. However, our results invalidate the relationship among price and customer satisfaction. The results for all other variables are the same. The findings of our study can be beneficial for organizations of the both sectors, i.e., production and services sector to take a stock of the factors affecting customer satisfaction. The findings of this study can be used for increasing the performance of organizations with respect to quality and quantity according to the perceptions of customers.
Type of Medium:
Online Resource
ISSN:
2519-0326
,
2519-089X
DOI:
10.26710/jbsee.v6i3.1364
Language:
Unknown
Publisher:
CSRC Publishing, Center for Sustainability Research and Consultancy
Publication Date:
2020
detail.hit.zdb_id:
2922722-7
SSG:
3,2
Permalink
