CSISG - Singapore Management University · Customer Expectations Perceived Overall Quality Customer...

CustomerExpectations

PerceivedOverall Quality

CustomerLoyalty

CustomerComplaints

CustomerSatisfactionCSISG

PerceivedValue

Type 1 Customers Type 2 Customers Type 3 Customers

Satisfaction highly impacted by all drivers with expectations dominating

Satisfaction moderately impacted by all drivers with quality slightly dominating

Satisfaction highly impacted by quality and minimally impacted by value

•BudgetAirlines•DHL•Emirates•FedEx•M1•MeritusMandarin•NTU•NUS•NgeeAnnPoly•Qantas•RepublicPoly•SBSTransitBuses

•SBSTransitTrains•Sentosa•SIA•SilkAir•SingPost•SMRTBuses•SMRTTaxis•SMRTTrains•SMU•TemasekPoly•TravelAgencies•UPS•UniSIM•WaterTransportation

•Caltex•CathayPacific•ComfortDelGroTaxis•CommercialSchools•ExxonMobil•GrandHyatt•NanyangPoly•PacNetInternet•PizzaHut,KFC

•Shangri-La•Shell•SingaporePoly•SingNet•SingTel•StarhubISP•StarhubMobile•SwissotelTheStamford

•TheRitzCarlton•UnderwaterWorld

•Apex-Pal•Bars&Pubs•BorneoMotors•BurgerKing•ChangiAirport•CKTang•ClocksandWatches

•CoffeeBean&TeaLeaf

•ColdStorage•CrystalJade•Cycle&Carriage•Delifrance•DFS•FashionApparels•Furniture

•Isetan•Jewellery•KahMotors•McDonald’s•Metro•Mustafa•NTUCFairprice•OG•RE&S•Robinsons•ShengSiong•SPC•Starbucks•Takashimaya•TanChongMotors•TungLok•WildlifeReserves