A study on linking consumer satisfaction to profits

This dissertation investigates both theoretically and empirically the relationships between consumer satisfaction, productivity and profitability. In the research literature, there has been considerable disagreement regarding the possible combined effects of productivity and consumer satisfaction in achieving profitability. Some researchers believe that raising productivity and improving consumer satisfaction are compatible because improved consumer satisfaction decreases the time and efforts devoted to handling rework, returns etc., thus reducing the total cost…

Contents

CHAPTER 1 INTRODUCTION
1.1 Research Problems and Proposals
1.2 Data Source
1.3 Contributions
CHAPTER 2 THE MEDIATING ROLE OF CONSUMER SATISFACTION IN FORMING CONSUMERS’ REPURCHASE INTENTION
2.1 Introduction
2.2 A Conceptual Model of Consumer Repurchase Intention
2.2.1 Antecedents of Repurchase Intention: Theoretical Models and Empirical Evidence
2.2.2 The Conceptual Model
2.3 Methodology
2.3.1 Data and HKCSI Survey
2.3.2 Measurement of Research Constructs
2.4 Analysis and Results
2.4.1 Model Estimation
2.4.2 Reliability and Validity of the Model
2.4.3 Path Analysis and Hypothesis Testing
2.5 Conclusion and Discussion
2.6 Improper Solutions and Heywood Cases in SEM
2.6.1 Introduction
2.6.2 Causes and Consequences of Heywood Cases
2.6.3 Strategies for Coping with Heywood Cases
2.6.4 Heywood Cases in This Study
2.6.5 Discussions
Appendix I Statistical Estimation Models by SEM
CHAPTER 3 SECURING PRICE COMPETITIVENESS THROUGH CONSUMER SATISFACTION IN A HIGHLY COMPETITVE MAREKT
3.1 Introduction
3.2 Literature Review on Price Tolerance
3.2.1 Price Tolerance and Its Analogues
3.2.2 Price Increase/Decrease Tolerances and Consumer Satisfaction
3.3 A Mediational Model of Price Increase/Decrease Tolerances
3.3.1 The Model
3.3.2 Research Hypotheses
3.4 An Empirical Study—The Hong Kong International Telephone Service (HKITS) Industry
3.4.1 HKITS—A Highly Competitive Industry
3.4.2 The Sample
3.5 Analysis and Results
3.5.1 Consumer Satisfaction and Price Increase Tolerance
3.5.2 Consumer Satisfaction and Price Decrease Tolerance
3.5.3 Price Increase/Decrease Tolerances and Repurchase Intention
3.5.4 From Satisfaction to Repurchase Intention—the Role of Price Tolerance
3.6 Conclusion and Discussion
3.6.1 Asymmetric Role of Price Increase/Decrease Tolerances
3.6.2 Managerial Implications
CHAPTER 4 CONSUMER SATISFACTION, PRODUCTIVITY, AND PROFITABILITY——A FUZZY ANALYSIS
4.1 Introduction
4.2 Background of Research
4.2.1 Productivity
4.2.2 Consumer Satisfaction
4.2.3 Tradeoffs in Achieving Profitability?
4.2.4 Research Hypotheses
4.3 Research Methodology
4.3.1 Measurements
4.3.3 The Data
4.3.4 The Estimation Models
4.4 Consumer Satisfaction, Productivity and Profitability—An OLR Analysis
4.4.1 A Preliminary Analysis
4.4.2 Multicollinearity
4.4.3 Residual Analysis
4.4.4 Result Summaries
4.5 Linking Consumer Satisfaction to Profits….
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Author: He, Yanqun

Source: City University of Hong Kong

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A study on linking consumer satisfaction to profits