Essentially, committed individuals are expected to extend greater efforts on the job, having a direct impact on job performance. Naturally, administrators have requested their staff to do customer satisfaction studies for their own organizations. As the economy is now gearing towards globalization, remain competitive in product quality, reliability, creativity, innovative, competitive price and excellent customer service is vital in order. This chapter attempts to review different literatures on customer satisfaction . The first major financial institutions to offer a web-based banking service in the UK was Nationwide Building Society’s Online Banking websites, launched in May 1997; the first bank to offer current account services over the internet was Royal Bank of Scotland. In European countries many employees have indefinite contracts which do not guarantee their jobs for life as it becomes difficult for the employer to get rid of an employee.
The analyst must use very explicit conceptualizations of the subject matter (in other words, models) if she/he expects to do research and analysis that has relevance for organizational decisions. There are certain agreements made between the employee and employer which prevent the latter from sacking the former without any valid reasons. The importance of literature review for a research is that it provides facts and meaningful . In pursuing this research, there are several studies that have made significant contribution in. The study has collected andused only primary data and consulted available literature for . Research shows that social involvement predicts organizational commitment where the more involved the individual, the more committed they are (DeCotiis and Summers, 1987).
Usually employees may become more satisfied with their jobs and decide to stay in the organization if they know that their jobs are secured. Similarly, Hertzberg (1968) defines job security as the level to which an organization provides stable employment for employees. Naturally, administrators have requested their staff to do customer satisfaction. The following literature reviews attempt to demonstrate and support the hypothesis. It is a descriptive analysis where the author asses the idea where much energy and finance has been expended by successive governments.
Next, we try to provide the analyst an overview of models of customer satisfaction. More importantly, in order to have validity for any measurements, the analyst needs to assume some model of the subject matter. This measurement benchmark is important for recognizing the potentiality of product or services demand in meeting the customer expectation and requirement. However, this particular term has different meanings according to the employment laws of each country.
An analyst or researcher must operationalize the concept of customer satisfaction in order to measure it. Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades. Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, 1996). Literature Review This chapter will give an overview of literature and models that are related to the . Models of customer satisfaction come from a vast literature from the marketing .