Determinants of customer satisfaction

Najmul Hasan is PhD candidate at School of Management, Huazhong University of Science and Technology, Wuhan, China. His research interests are in computational intelligence-based predictive analytics, information systems management and medical informatics. He has published numerous scientific journal articles and conference papers. Professor Jean-Charles Chebat’s successful career was widely recognized. Hailed for his teaching skills both at home and abroad, an innovator and extremely versatile and prolific author, his work has impacted the academic world in many significant and exceptional ways. He has published more than 160 refereed journal articles, serving on the board of multiple top journals, and is still one of the top-cited researchers in his field.

the attitude of customers and employees of the parcel delivery company

We would like to express our gratitude to the Editor-In-Chief and anonymous reviewers for their valuable comments to improve our manuscript quality.

Journal of Retailing and Consumer Services

Being aware of customer attitudes towards your business can help you improve your service, product, and customer journey. According to FedEx Office’s website, there are more than 1,900 FedEx Office locations in the U.S. By comparison, UPS has 4,756 UPS Stores, about 1,000 customer service centers, 13,000 authorized outlets, and 40,000 drop boxes. That spells a lot of convenience for consumers — and convenience drives a big portion of the parcel delivery industries’ customer loyalty. Sectors that are a veritable duopoly, such as parcel delivery, may not seem like a business where a high emphasis on customer engagement and loyalty would come into play. However, with digital technologies weighing on the need to send mail and packages in the first place, both companies’ margins are under constant pressure. There’s pressure to “outgrow the other guy,” while also maintaining margins through price increases.

  • The professional service providers generally have more than one promotional objective.
  • This study assesses the significance of the moderating effects of CBEC on the LSQ–satisfaction–loyalty–repurchase intention consequence chain.
  • Tom started his postal career as a letter carrier in his home town on Long Island NY.
  • The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.
  • These values indicate that all measurements are reliable and valid (Hair et al., 2014).

The Office of Consumer Affairs at the White House estimates that loyal customers are worth up to 10 times as much as their first purchase. That being said, an increase in customer retention of only 5% can cause profit increases between uss express shipping review 25% and 95%. As of 2022, not only does Asendia offset all international transport emissions, we also include those by our delivery partners, parcel returns, our building emissions, machinery, and necessary business travel.

Procedia-Social and Behavioral Sciences

He has a strong background in global supply chain, strategy, business development, and e-commerce, as well as a proven track record in successful management of complex regional and global business environments. According to a report by Forrester, poor customer experience leads to consumers abandoning intended purchases that can be translated to an estimated $62 billion in lost sales in the US per year. And one sure way to make it great is by teaching your team about possible customer service scenarios and how to handle them. In this study, we investigate the roles of political ideology, demographic characteristics and market environment in determining households’ store patronage behavior. We measure two key dimensions of store patronage—store format preference and store loyalty trait—of 23,092 U.S. households using purchase data from Nielsen Homescan panel.

the attitude of customers and employees of the parcel delivery company

We use county-level vote share of the Republican and Democratic parties across three U.S. We obtain measures of demographic characteristics and market environment from the Nielsen panel and the U.S. Using fixed-effect regression models, we find systematic association between political ideology and households’ store patronage. Our findings contribute to the growing literature in marketing on the effects of political ideology on consumer behavior and have important implications for store loyalty programs, cross-selling strategies and store location decisions. The current study explores the effect of the difference between perceived store image for anchor versus non-anchor stores on cross-shop consumer behavior drawing from theories of spillover shopping and retail patronage.

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