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Customer Satisfaction Measurement on the Internet by Katja Hofmaier (Paperback, 1999)

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Inhaltsangabe: Abstract: Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was found to be the appropriate approach to 'CS' measurement. The Critical Incidents Technique can be used to assess the influence of exceptional experiences and the customers' evaluation of value-added services. The method of Focus Group interviewing is most appropriate for the exploration of important product attributes with customers while In-Depth Interviews structure salespeople- and executive interviews. It was also shown that during the research process, several points specific to 'CS' measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys, WWW-surveys and online Focus Groups. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Because of its serious disadvantages, the use of online Focus Groups is not (yet) advisable. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-ca

Product Identifiers

Publisher
Diplom.De
ISBN-13
9783838615806
eBay Product ID (ePID)
222350242

Product Key Features

Author
Katja Hofmaier
Publication Name
Customer Satisfaction Measurement on the Internet
Format
Paperback
Language
English
Subject
Marketing
Publication Year
1999
Type
Textbook
Number of Pages
108 Pages

Dimensions

Item Height
210mm
Item Width
148mm
Item Weight
150g

Additional Product Features

Title_Author
Katja Hofmaier

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Customer Satisfaction Measurement on the Internet by Katja Hofmaier (Paperback, 1999)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

Best Selling in Adult Learning & University

Eduqas GCSE (9-1) Religious Studies Route B: Catholic Christianity and Judaism by Deirdre Cleary, Andrew Barron, Joy White, Patrick Harrison (Paperback, 2017)

Polyvagal Exercises for Safety and Connection: 50 Client-Centered Practices by Deb Dana (Paperback, 2020)

Save on Adult Learning & University

Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by A

Netter Atlas of Human Anatomy: Classic Regional Approach

Michael Nehls The Indoctrinated Brain (Hardback) (US IMPORT)

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