FACTORS INFLUENCING CUSTOMERS� SATISFACTION: A CASE STUDY OF SMES FROM PAKISTAN

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UEU » Scientific Articles » Teknik Industri
Posted by [email protected] at 25/08/2020 13:50:15 • 518 Views

FACTORS INFLUENCING CUSTOMERS� SATISFACTION: A CASE STUDY OF SMES FROM PAKISTAN

Created by :
A Khattak ( None )
T Shaheen M Hamza

Subject:	KEPUASAN KONSUMEN
Alt. Subject :	CONSUMER SATISFACTION
Keyword:	CUSTOMER SATISFACTION SMES SEM DEVELOPING COUNTRY

Description:

With the recent advancements, the organizations are gradually shifting their focus on business growth and profitability via improved customer satisfaction. This study aimed to investigate factors influencing customers� satisfaction in small and medium enterprises in the context of a developing country. Based on a questionnaire survey, research data was collected from 516 respondents. SPSS based Structural Equation Modelling (SEM) was utilized to analyse the collected data. Research findings from hypotheses testing reflected that all six factors affect customers� satisfaction. However, personal experience, attitude and inconsistency significantly influence customers� satisfaction, whereas, expectations and performance have a relatively less significant influence on satisfaction of the customers. Results obtained from this research study can be utilized to better understand the perspective of customers.

Contributor	:	Iphov Kumala Sari
Date Create	:	25/08/2020
Type	:	Text
Format	:	PDF
Language	:	Indonesian
Identifier	:	UEU-Article-5_0322
Collection ID	:	5_0322

Source :
Proceeding of 12 th International Seminar on Industrial Engineering and Management

Relation Collection:
Fakultas Teknik

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
@2020 Perpustakaan Universitas Esa Unggul

Publication URL :
https://digilib.esaunggul.ac.id/factors-influencing-customers-satisfaction-a-case-study-of-smes-from-pakistan-16038.html

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