Often, the most practical approach would be to let things happen, especially since offending companies often offer tough resistance. The above case is relatively benign compared to the well-known stories of consumers versus businesses. The Pepsi 349 scandal in 1992, in which thousands of consumers who felt betrayed by the soft drink company`s botched advertising campaign filed a lawsuit, did not get a Supreme Court ruling until 2006. It is only now that the victims of the collapse of the pre-consumer industry at the turn of the century are finally being compensated, far below the amounts they have lost. Mamo G.S. (2018). Evaluation of factors influencing customer satisfaction in terms of quality of service: a case study in the Ethio Telecom Dawro area. Arabian Journal Business Management Review. 8(1), 1-5. Excerpt from www.omicsonline. org/open-access/assessment-of-the-factors-that-affect-customer-satisfaction-on-service-qualitya-case-study-in-ethio-telecom-dawro-zone.pdf. Welsh, K.
(2008). Satisfied with customer service? Create a culture of excellent customer service. California, USA, Mitchell Levy Wieseke. J., Geigenmüller, A. and Kraus, F. (2012). On the role of empathy in customer-employee interactions. Journal of Service Research 15 (3) 316-331.
doi: 10.1177/1094670512439743. 1. The overall satisfaction rate of 88.0% received from customers shows that PSA Serbilis Outlet`s satisfaction rate exceeded the target of 77% and shows an upward trend compared to the score of the same quarter of 2018, which is 81.33%. This is an indication that the office has successfully implemented the improvements and innovations for the benefit of CRS POS customers. The study assessed client satisfaction with various front-line services provided from the State Institute of Higher Education (HEI) external campus in Alangalang Township, Leyte, Philippines. This study is based on Republic of the Philippines Law No. 9485, which approves the Anti-Red Tape Act of 2007 (ARTA), which requires all government institutions to provide programs and services that support, train and equip customer satisfaction and improve frontline service delivery staff to meet customer needs faster and more efficiently. It used a descriptive survey research design that used both quantitative and qualitative approaches with a self-structured survey tool. The study included the main areas of ARTA`s Report Card Survey (SCR); Timeliness, knowledge, skill, courtesy, fairness and ethical treatment, quality of service, physical/layout facilities and basic facilities. The majority of students interviewed were in the young adult group aged 18-21, while lecturers and staff, alumni and providers were young adults (18-35 years old) and predominantly women.
The results showed that students, teachers, staff and alumni were generally very satisfied with the services provided by the university studied. The area of expertise received the highest satisfaction rate, while the area of basic equipment received the lowest satisfaction rate. In summary, the HEI government has managed to provide quality services, but with gaps and not enough to achieve high satisfaction among its clients. It is recommended that management take into account the problems observed and take the necessary mechanisms to improve client satisfaction. Nuridin, S. M. (2018). Impact of service quality and product quality on customer loyalty with customer satisfaction as a variable in Pt. Nanocoating Indonesia. International Journal of Economics and Applied Social Sciences, 4(1), 19-31. Excerpt from www.semanticscholar.org/paper/Effect-of-service-quality-and-quality-of-products-Nuridin/01df2ef759ec0c2d4772ff82708dc52f32717933.
Hanaysha, J., & Kumar, D. (2012). Quality and satisfaction of service: Study of international students in universities in northern Malaysia. International Journal of Management Research. 3(2), 116-133. From 259294756 www.researchgate.net/publica Park, S. & Hwang, D. (2010). An analysis of policy satisfaction using the Confirmation of Expectations model. The Korean Journal of Policy Studies, 25(3), 47-67. Excerpt from s-space.snu.ac.kr/bitstream/10371/73200/1/1t700331.pdf.
Theresia, L. & Bangun, R. (2017). Quality of service that improves customer satisfaction in a university: A case study at teknologi Indonesia institute. IOP Lecture Series. Materials Science and Engineering. doi: 10.1088/1757-899X/277/1/012059. 2. Among the areas assessed, ventilation and outlet space received the lowest satisfaction scores at 76.0% and 78.0%, respectively. The low satisfaction with the outlet ventilation could be explained by the sudden failure of one (1) air conditioner at the time of the inspection, which was immediately repaired by the service provider the next day.