Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română:
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Editura Renaşterea
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CUPRINS CĂUTÂND MULŢUMIREA ORI DESPRE SLUJIREA ÎNSPRE EUHARISTIC, Pr Prof. Univ. dr. loan Chirilă. 7 PREFAŢĂ. 13 INTRODUCERE. 25 CAPITOLUL 1. MARKETINGUL SERVICIILOR RELIGIOASE.33 1.1. Contextul actual - provocări. 41 1.2. Particularităţile marketingului în cadrul serviciilor religioase. 44 1.3. Dimensiunea etică a serviciilor religioase.55 1.4. Mixul de marketing şi comportamentul consumatorului de servicii religioase. 57 1.5. Importanţa satisfacţiei consumatorilor de servicii religioase. 91 CAPITOLUL II. SATISFACŢIA CONSUMATORILOR DE SERVICII RELIGIOASE. 101 2.1. Definirea satisfacţiei consumatorilor de servicii religioase.102 2.2. Determinanţii satisfacţiei consumatorilor de servicii religioase.Ш 2.2.1. Aşteptările. 118 2.2.2. Valoarea percepută. 126 2.2.3. Calitatea
percepută. 133
SATISFACŢIA CONSUMATORILOR DE SERVICII RELIGIOASE 2.3. Impactul şi consecinţele satisfacţiei asupra comportamentului consumatorilor de servicii religioase.141 2.3.1. Loialitatea enoriaşului ortodox. 153 2.3.2. Rolul satisfacţiei în aplanarea nemulţumirilor consumatorilor de servicii religioase. 168 CAPITOLUL III. MODELE DE MĂSURARE A SATISFACŢIEI.177 3.1. Modele generale de măsurare a satisfacţiei consumatorului.17 8 3.2. Modele specifice de măsurare a satisfacţiei consumatorului.181 3.3. Modele şi teorii ale satisfacţiei consumatorului.183 3.4. Modele explicative ale indicilor măsurării satisfacţiei consumatorilor. 188 3.4.1. Modelul EPSI - Extended Performation Satisfaction Index.191 3.4.2. Hong Kong customer satisfaction index (HKCSI). 192 3.4.3. The American Customer Satisfaction Index ACSI. 194 3.5. Adaptarea Indexului ACSI pentru satisfacţia consumatorilor de servicii religioase. 195 3.5.1. Modelul
ACSI. 203 3.5.2. Eficienţa, avantajele şi dezavantajele utilizării modelului ACSI.208 CAPITOLUL IV. STUDIU PRIVIND SATISFACŢIA CONSUMATORILOR DE SERVICII RELIGIOASE OFERITE DE BISERICA ORTODOXĂ ROMÂNĂ. 227 4.1. Argumentarea alegerii modelului conceptual propus.227
CUPRINS 4.2. 4.3. 4.4. 4.5. 19 Prezentarea modelul conceptual propus.235 Aplicabilitatea modelului conceptual propus.237 Obiectivele şi ipotezele de cercetare. 238 Metodologia de cercetare.241 4.5.1. Populaţia ţintă, eşantionarea şi colectarea de date.241 4.6. Instrumentul de culegere a datelor.249 4.7. Validarea datelor culese în urma cercetării 253 CAPITOLUL V. REZULTATELE CERCETĂRII. 255 5.1. Evaluarea Calităţii variabilelor de măsurare 256 5.2. Evaluarea bonităţii modelului structural. 262 5.3. Testarea ipotezelor propuse. 264 CONCLUZII.271 CONTRIBUŢII GENERALE. 277 Contribuţii la cunoaştere.277 Contribuţii de natură managerială.279 Limite şi direcţii viitoare de cercetare. 282 BIBLIOGRAFIE. 285 ANEXA-CHESTIONARUL PRIVIND SERVICIILE RELIGIOASE OFERITE DE BISERICA ORTODOXĂ ROMÂNĂ.307
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շցՏ 90. 91. 92. 93. SATISFACŢIA CONSUMATORILOR DE S E RV IC ! I RELIGIOASE Analysis. International Journal of Public Administra tion, 36(9), 614-621. 0101:10.1080/01900692.2013.77 4416 McColl-Kennedy, Schneider, U. (2000). Mea suring customer satisfaction: Why, what and how. Total Quality Management, 11(7), 883-896. doi:io.io8o/o9544i20o5oi35434 Mcmullen, M. (2008). Attracting and keeping con gregational members. Faith Communities Today. Mohajerani, P. (2013). Customer Satisfaction : A Structural Equation Modeling Analysis. Australi an Journal of Business and Management Research, 3(03), 1-11. Mohr, Nevin, J. R. (1990). Communication Strategies in Marketing Channels: A Theoretical Perspective. Journal of Marketing, 54(4), 36-51. doi:io.2307/i25i758 94. 95. 96. Mueller, C. W., McDuff, E. (2004). Clergy-Con gregation Mismatches and Clergy Job Satisfaction. Journal for the Scientific Study of Religion, 43(2), 261273. doi:io.iiii/j.i468֊59o6.2004.oo23i.x Mulyanegara, R. C. (2011). The Role of Brand Orien tation in Church Participation: An Empirical Exami nation. Journal of Nonprofit Public Sector Marketing, 23(3), 226-247. ¿01:10.1080/10495142.2011.590724 Nixon, M. G. (2006). Satisfaction for Whom? Free dom for What? Theology and the Economic The ory of the Consumer. Journal of Business Ethics, 70(1), 39-60. doi: 10.1007/s 10551 -006-9078-5
BIBLIOGRAFIE 97. 98. 99. 100. 101. 102. 103. 104. 299 O'Loughlin, C., Coenders, G. (2004). Estimation of the European Customer Satisfaction Index: Maxi mum Likelihood versus Partial Least Squares. Application to Postal Services. Total Quality Mana gement Business Excellence, 15(9-10), 1231-1255. d0i-.10.1080/1478336042000255604 Oh, H. (1999). Service quality, customer satisfacti on, and customer value: A holistic perspective. International Journal ofHospitality Management, 18(1), 67-82. doi:io.ioi6/So278-43i9(98)ooo47֊4 Oliva, T. A., Oliver, R. L., Macmillan, C. (1992). A Catastrophe Model for Developing Service Satisfac tion Strategies. Journal ofMarketing, y6( July), 83-95. Oliver, R. L. (1980). A congitive model of the ante cedents and consequences of satisfaction decisi ons. Journal of Marketing Research, 17(4), 460-469. Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33. d0i-.10.2307/1252099 Olson, D. V. A. (2008). Why do small religious groups have more committed members? Review of Religious Research, 49(4), 353-379· Osarenkhoe, A., Komunda, M. B. (2013). Redress for Customer Dissatisfaction and Its Impact on Customer Satisfaction and Customer Loyalty Uni versity of Gävle. Journal of Marketing Development and Competitiveness, 7(2), 102-115. Owen, R. S. (2004). Consumer Warranties and Satisfaction Guarantees. Services Marketing Quar terly, 26(2), 37-41. doi:io.i30o/J396v26no2
300 SATISFACŢIA CONSUMATORILOR DE SERVICII RELIGIOASE 105. Pantouvakis, A., Bouranta, N. (2013). The inter relationship between service features, job satisfac tion and customer satisfaction: Evidence from the transport sector. The TQM Journal, 25(2), 186-201. doi:io.no8/i754273i3ii2996i8 106. Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL A Multiple-Item Scale for Mea suring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. 107. Peyrot, M., Sweeney, F. M. (2000). Determinants of Parishioner Satisfaction among Practicing Catholics. Sociology of Religion, 61(2), 209-221. doi:io.2307/37i2286 108. Prabhakar, G. V, Ram, P. (2013). SERVQUAL and Customer Satisfaction : The Mediating influence of Communication in the Privatized Telecom Sec tor. International Journal ofAcademic Research in Busi ness and Social Sciences, 3(3), 135-151. 109. Rai, A. K., Srivastava, M. (2013). Investigating The Mediating Effect Of Customer Satisfaction In The Service Quality - Customer Loyality Relation ship. Journal of Consumer Satisfaction, Dissatisfacti on and Complaining Behavior, 26, 95-109. 110. Ramseook-munhurrun, P, Lukea-bhiwajee, S. D., Naidoo, P. (2010). Service quality in the public service. International Journal ofManagement and Mar keting Research, 3(1), 37-50. 111. Sampson, S. E., Froehle, C. M. (2006). Foundati ons and Implications of a Proposed Unified Ser-
BIBLIOGRAFIE 112. 113. 114. 115. 116. 117. 118. 301 vices Theory. Production and Operations Manage ment, 15(2), 329-343. doi:io.iin/j. 1937-5956.2006. tboo248.x Shawchuck, N., Kotler, E, Wrenn, B., Rath, G. (1992). Marketing for Congregations (pp. 1-419). Nahville: Press Abingdon. Sheth, J. N., Newman, B. I., Gross, B. 1. (1991). Why we buy what we buy: A Theory of Consump tion Values. Journal of Business Research, 22,159-170. Shukla, P. (2010). Effects of Perceived Sacrifice, Quality, Value, and Satisfaction on Behavioral Inten tions in the Service Environment. Services Market ing Quarterly, 31(4), 466-484. doi:io.1080/1533296 9.2010.510730 Souca, L. M. (2013). Contribuţii la măsurarea satisfacţiei consumatorilor de servicii hoteliere (pp. 1-210). Cluj-Napoca: Risoprint. Sudu, M., (2006). Spedal - Libertatea de a Nu Crede in Dumnezeu," 2006. http:/Ίjurnalul.ro/special-jurnalul/special-lïbertatea-de-a-nu-crede-in-dumnezeu-24.8j1.html, accesat la 20/5/2015. Sparks, R. E., Legault, R. D. (1993). A definition of quality for total customer satisfaction : The bridge between manufacturer and custome. Advanced Management Journal, 58(1), 16-27. Srivastava, R. K., Shervani, T. A., Fahey, L. (1998). Market - Based Assets Shareholder Value : A Fra mework for Analysis. Journal ofMarketing, 62(January), 2-19.
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304 SATISFACŢIA CONSUMATORILOR DE SERVICII RELIGIOASE 134. Wrenn, B. (2011). Religious Marketing is Different. Services Marketing Quarterly, 32(1), 44-59· dokio.i 080/15332969.2011.533095 135. Wu, L.-W. (2011). Beyond satisfaction The relative importance of locational convenience, interperso nal relationships, and commitment across service types. Managing Service Quality, 21(3), 240-263. 136. Yang, C.-C. (2003). Improvement actions based on the customers' satisfaction survey. Total Quality Management Business Excellence, 14(8), 919-930. doi:io.1080/1478336032000090842 137. Yang, X., Tian, R, Zhang, Z. (2003). A Compara tive Study on Several National Customer Satisfac tion Indices ( CSI ). http://jgxy.usx.edu.cn/ DAOM/i 14_XiaomingYang.pdf. 138. Yang, Z., Peterson, R. T. (2004). Customer per ceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799-822. doi:io.ioo2/mar.2oo3o 139. Yelkur, R. (2000). Customer Satisfaction and the Services Marketing Mix Customer Satisfaction and the Services Marketing Mix. Journal of Professional Services Marketing, (April 2014), 37-41. doi:io.i3oo/ Jo90v2inoi 140. Zeithaml, A., Berry, L., Parasuraman, A. (1996). Behavioral Consequences of Service Quality. Jour nal of Marketing, 60(2), 31-46. 141. Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and
BIBLIOGRAFIE Зо 5 Synthesis of Evidence. Journal ofMarketing, 52(July), 2-22. 142. Zeithaml, V. A., Berry, L. L., Parasuraman, A. (1993)· The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), 1-12. doi:io.ii77/oo920703932iiooi |
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| spelling | Dobocan, Florin-Constantin Verfasser aut Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română Florin-Constantin Dobocan ; cuvânt înainte de Ioan Chirilă Cluj-Napoca Editura Renaşterea 2019 313 Seiten Diagramme txt rdacontent n rdamedia nc rdacarrier Rumänisch-Orthodoxe Kirche (DE-588)1022718-0 gnd rswk-swf Geschichte gnd rswk-swf Zufriedenheit (DE-588)4129186-4 gnd rswk-swf Gläubiger (DE-588)4021126-5 gnd rswk-swf Rumänisch-Orthodoxe Kirche (DE-588)1022718-0 b Gläubiger (DE-588)4021126-5 s Zufriedenheit (DE-588)4129186-4 s Geschichte z DE-604 Chirilă, Ioan 1962- (DE-588)1163481491 aui Digitalisierung BSB München 19 - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031656819&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung BSB München 19 - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031656819&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Literaturverzeichnis |
| spellingShingle | Dobocan, Florin-Constantin Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română Rumänisch-Orthodoxe Kirche (DE-588)1022718-0 gnd Zufriedenheit (DE-588)4129186-4 gnd Gläubiger (DE-588)4021126-5 gnd |
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| title | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română |
| title_auth | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română |
| title_exact_search | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română |
| title_full | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română Florin-Constantin Dobocan ; cuvânt înainte de Ioan Chirilă |
| title_fullStr | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română Florin-Constantin Dobocan ; cuvânt înainte de Ioan Chirilă |
| title_full_unstemmed | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română Florin-Constantin Dobocan ; cuvânt înainte de Ioan Chirilă |
| title_short | Studiu privind satisfacţia consumatorilor de servicii religioase oferite de Biserica Ortodoxă Română |
| title_sort | studiu privind satisfactia consumatorilor de servicii religioase oferite de biserica ortodoxa romana |
| topic | Rumänisch-Orthodoxe Kirche (DE-588)1022718-0 gnd Zufriedenheit (DE-588)4129186-4 gnd Gläubiger (DE-588)4021126-5 gnd |
| topic_facet | Rumänisch-Orthodoxe Kirche Zufriedenheit Gläubiger |
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