Customer satisfaction and willingness to switch Essay Example

Customer satisfaction and willingness to switch Essay Customer Satisfaction was recognized as major outcome of marketing activity which helps in explaining post purchase phenomenon such as repeat purchase and brand loyalty. Oliver (1999) defined Customer Satisfaction as the consumer s sense that consumption provides outcomes against a standard of pleasure versus displeasure. Eshghi, Roy and Ganguli (2008) suggested that relational quality, competitiveness, reliability, reputation and transmission quality are significant predictors of customer satisfaction. Aydin and Ozer(2005) defined it as customers overall (dis)satisfaction with the brand based on all encounters and experiences with that particular brand. Hence, in the study overall customer satisfaction with the service provider was evaluated instead of consumers specific transaction experiences. They also suggested that increased customer satisfaction, increased trust in the firm and switching costs are essential for customer loyalty. Customer loyalty is a relationship between relative attitude towards on entity and repeat patronage behavior (Dick and Basu, 1994. Oliver (1999) suggested that customer satisfaction and Customer Loyalty are linked inextricably. Harris and Goode (2004) suggested the satisfactions mediating role in the relation between perceived quality or value and loyalty. Anti n, Camarero, and Carrero (2007) have confirmed that the mediating effect of customer satisfaction between the predisposing (poor service quality and low firm commitment) and precipitating factors (price unfairness and anger incidents) of dissolution and the consumers switching intention. We will write a custom essay sample on Customer satisfaction and willingness to switch specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Customer satisfaction and willingness to switch specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Customer satisfaction and willingness to switch specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Also, Spiros P. Gounaris, Nektarios A. Tzempelikos, Kalliopi Chatzipanagiotou (2007) explained how customer percieved value influences, through customer satisfaction and loyalty, the buying behaviour of consumers. In our study, the term perceived price is to mean the degree of reasonability which a customer associates a given price fixed for the usage of the mobile service, value- added services charges and the monthly rental charges. This is mainly a perception factor in the consumer mind. We test for the influence of this factor, the perceived price on the construct of customer satisfaction. Customer satisfaction in turn encompasses the comprehensive view of the mobile service provider in the customer`s mind. While customer satisfaction is contingent on several factors, herein we explore the effect of the perceived price on the same. There has been a body of research carried out in the past, in various sectors, on the influence of this factor on the overall customer satisfaction levels. Carmen Anti n, Carmen Camarero, and Mirtha Carrero (2007) found evidence in the insurance industry that unfair pricing is a determinant to customer satisfaction. In fact, they have concluded that unfair pricing strongly impacts switching, in a direct and indirect manner via customer satisfaction. Chada and Deepa Kapoor (2009) have stated that Customer satisfaction in turn affects the price senility of a customer. Evangelia Blery, Nick Batistatos et al (2008) conclude that the perceived price is negatively affects a repeat purchase of a customer in a negative manner. Makam S Balaji (2009) examined the effects ofvarious factors, including perceived price on customer satisfaction in the Indian mobile telephony sphere and found it to be strongly associated. The findings of Muhammad Mohsin Butt and Ernest Cyril de Run(2008) show that the satisfaction levels of Pakistani mobile telephone service users satisfaction is dependent on price, among several other factors. Ristola and M. Kesti(2006) conceptualized that the service quality depends upon the above mentioned factors. The physical factors involves the physical product and supports, interactive quality refers to the interaction between the customer and the service provider, and the corporate quality is symbolic in nature and involves the perception about the company in the minds of the customers and its brand image. Service quality is defined as a global assessment that is the customers overall impression of the relative inferiority/superiority of the service provider and its services. Further, Rusk and Zahorik supported the expectation-perception gap for measuring service quality. The main antecedents to perceived service quality are the customer expectation and perceived performance (Bitner and Hubert). Further, Richard Spreng, Linda Shi,Thomas Page suggested that net Customer Satisfaction has a marginally higher impact on switching intention than total perceived service quality. Also, A. Taylor,Thomas L. Baker(1994) concluded that Consumer satisfaction moderates the relationship between the quality of service and intention to switch. Zhilin Yang, Robin T. Peterson (2004) found that switching costs moderate the relationship between satisfaction and perceived value. Next, Hsin-Hui (Sunny) Hu, Jay Kandampully and Thanika Devi Juwaheer(2009) examined the association and impact of customer satisfaction and perceived value and found that customer satisfaction is affected by perceived service quality. Das, Bhagaban Mohanty, Sangeeta(2007) carried out a study in the Indian context and found that better perceived service quality leads to increased customer satisfaction. Customer satisfaction results from the comparison of expected performance with that of the perceived actual performance (Churchill, Suprenant, 1982). Parasuram et al also suggested that service quality is positively related to the customer satisfaction levels and that service quality perceptions are dependent not only on the outcomes but also on the evaluation of the service delivery process by the customers. Venetis and Ghauri (2000) viewed that the service quality is regarded as one of the few means for service differentiation and competitive advantage that attracts new customers and contributes to the market share. Further, Rakshit Negi (2009) concludes that the service quality was found to be significantly linked with the overall cellular phone user satisfaction. Also, Birgit Leisen(2006) suggests, as perceived levels of satisfaction increase, the less likely the customer is going to switch to a more conveniently located competitor and, hence, the more loyal he or she remains. Further, T. Vanniarajan, P. Gurunathan (2009) concluded that the cellular operators need to engage in improving the quality of both the value added services and the main service quality to increase their customer satisfaction which would lead to a greater customer loyalty. Hence differentiation leads to customer satisfaction.

The Andes Essays - Communes Of Chile, Racing, Sandboarding

The Andes Essays - Communes Of Chile, Racing, Sandboarding The Andes offer a number of trekking trails where you can marvel at the natural beauty of this small country, which practically hangs off the edge of the map. Options include northern altiplano treks at altitudes of over 4,000 meters, climbing circuits (of varying skill levels) at the world-renowned Torres del Paine National Park in southern Patagonia, and paths leading through native forests on the island of Chilo and northern Patagonia. Keeping with the mountain theme, the area surrounding Santiago and the southern part of the country are home to skiing and snowboarding runs that attract tourists from around the globe each year. With an endless array of rivers and lakes and an unusually long coastline, Chile is a premier destination for water sports like surfing, kayaking, rafting, scuba diving and fishing. The rivers and lakes of Patagonia offer world-class fly fishing thanks to their abundance of trout. Adventure seekers will find plenty of places to practice sandboarding, canopy ing, paragliding and other exciting sports throughout the country. If you're looking for something more peaceful, southern Chile is the place for you. Its lush forests, waterfalls and lakes are a delight for travelers looking to connect with nature in its purest form. Relax as you take in its canals lakes and volcanoes. Snapping photos will be your only care in the world. !Canopying Whether you find yourself near Santiago or in southern Chile, there are plenty of opportunities to try canopying, a sport that involves zipping through forests among the treetops, combining fun, adrenaline and an opportunity to appreciate the natural wonders that surround you. The sport gains new fans every day in Chile, and dozens of companies offer this thrilling and ecologically-friendly activity to locals and visitors alike. In Cajn del Maipo (15 km from Santiago), you can zoom along a line over the Maipo River at speeds of up to 50 kilometers per hour. The Via del Mar Botanical Gardens offer both adult routes (which are about 1,500 meters long) and shorter childrens circuits. This activity is very popular in Pucn, Villiarica and Valdivia. In fact, the longest canopying circuit in South America is Pucns El Cndor, a 3,500 meter long route with six stations and views of the Villarrica, Quetrupilln and Lann Volcanoes and two lagoons. Another renowned route is in the basin of Lake Llanquihue, near Puerto Varas. The circuit reaches heights of 100 meters and includes 11 segments that are accessible to canopying fans of all ages. The Huilo-Huilo Reserve has a route that combines canopying and trekking along trails that lead through its forests. Finally, in the Northern Patagonia, youll find canopy routes that run through the forest that links Lake General Carrera and Lake Negro. Featured Destinations ! 1 Araucana 2 Highlights of the Central Valley 3 Osorno 4 Puerto Montt Puerto Varas 5 Santiago !Tips 01 !Precautions Its important to make sure that you work only with certified operators who provide the necessary equipment: a firm harness with two straps that connect to the cable, a helmet and gloves, and a solid infrastructure. !Sandboarding Sandboarding is becoming more popular in the countrys central and northern regions, which offer large dunes with fine sands and majestic views. Best of all, the sport is still so new that you wont have to deal with hordes of tourists. The best known place for practicing this sport is Valle de la Muerte, located 2 km from San Pedro de Atacama, where local agencies provide sandboards, guides and transportation to gigantic dunes of fine sand. The slopes allow you to reach high speeds and offer the unique colors and textures of the Atacama Desert at sundown. You can also surf the dunes by starlight. Next, head to Cerro Dragn, in Iquique, which offers soft hills, strong winds and a panoramic view of the Pacific Ocean. Youll find the solitary dunes of the Quebrada de Quisma further inland along with the picturesque town of Pica, where you can enjoy relaxing hot springs after a day of sandboarding. Another northern destination for fans of this exciting sport is Medanoso, near Copiap. At 1,600 meters, its the tallest dune in Chile and part of the Argentina-Chile Dakar Rally. In the evening, it turns a deep