International Journal of Empirical Research Methods

ISSN NO : 2995-6110

The International Journal of Empirical Research Methods is dedicated to promoting and advancing empirical research methodologies across various disciplines. This journal aims to provide a platform for researchers, scholars, educators, and practitioners to share insights, methodologies, and findings that contribute to the improvement of empirical research practices and the enhancement of evidence-based decision-making.

Submit Your Article Editorial Board
  • 482
    Views
  • 0
    CrossRef citations to date

UTILIZING NET PROMOTER SCORE TO ASSESS CUSTOMER SATISFACTION AND BRAND LOYALTY IN THE REAL ESTATE INDUSTRY OF THAILAND

1 Service Center Sripatum University, Bangkok,,Thailand

Volume 1

Issue 1

Page: [55 - 66]

Published Online: October 9, 2023

Download Full Article ()
Creative Commons

  • Abstract

    This Research Aimed To Examine The Net Promotion Score To Gauge Customer Satisfaction And Brand Loyalty Of Real Estate Businesses In Thailand. This Research Was Focused On Assessing The Loyalty And Satisfaction Of Customers Towards The Business Of Residential Houses. In Thailand, The Real Estate Market Is Expected To Rise By 6 Percent In 2018. The Core Aspects That Lead The Housing Market Comprise Of Global Economy That Tend To Enhance Exports To Enhance Public Investments. The Research Was Emphasized On Studying The Net Promoter Score Of Home And Condominium Businesses. The Research Adopted A Quantitative Research Method To Examine The Objectives Of The Study. The Research Applied Random Sampling Techniques Based On The Selective Sampling In Each Region Which Is Urban With Housing Estates And Condominiums Dense In The Region Based On The East, Central, North, West And South. The Research Comprised Of The Simple Sampling Of Two Housing Projects In Each Provide Along With Six Projects In Bangkok And Within Its Vicinity Including Around 18 Projects. The Information For The Research Paper Was Collected From The Customers Who Live Within Housing Estates And Condominiums In Bangkok. The Open-Ended Research Questionnaire Was Designed Based On 5-10 Level Questionnaire Based On Customer Loyalty And Satisfaction. The Research Concluded That Based On Customer Perspective, This Aspect Need To Be Enhanced To Have Maximum Service Satisfaction In Entire 5 Aspects. It Is Revealed That With High Satisfaction Level, It Would Drive To High Degree Of Acceptance, Word-Of-Mouth And Recommendation Outcome In Higher NPS Which Was Confirmed By Research That Determined The Relationship And Impact Of Satisfaction, Indicating The Statistically Significant Influence Of Brand Loyalty.

    Keywords: Net Promoter Score Brand Loyalty Multiple Regression Analysis Paper Type Research Paper

  • Figures

    Figure Image

  • References

      • [1] Bourdeau, L.B. (2005). 'A New Examination of Service Loyalty: Identification of the Antecedents and Outcomes of Additional Loyalty Framework.' Doctoral Thesis. Florida: Florida University.
      • [2] Cervero, Robert. 'Effects of Expenditure on Buying Home.' California: Lincoln Institute, 2007.
      • [3] Dennapa Mungsungnoen and Chanakiat Smarnbutr. (2014). 'Quality of Service Affecting Service User Loyalty: In the case of a dynamic company Inter Transport Co., Ltd.' Finance Journal marketing investment and business administration, 4(2), 83-104. Reflections from customers, October 4, 2018, from http://www.standardchartered.com/susta inability.review/09/TH/our_contributions/ responsible_selling_and_marketing/voice _of_customer.html.
      • [4] Hinkle E. Dennis, Wiersma William, Jurs G. Stephen. (2003). 'Applied Statistics for the Behavioral Sciences,' 5th Edition. United States: Cengage Learning.
      • [5] Kesnapha Lysandra Yasen. (2010). 'Factors Affecting the Level of Customer Loyalty in Product Use and Mobile phone service of Advanced Info Service Public Company Limited in Pathum Thani province.' Master of Business Administration Thesis, Ramkhamhaeng University, Bangkok.
      • [6] Kotler, P. (2012). 'Marketing Management,' 14th Edition. Prentice Hall: Pearson Education Limited.
      • [7] Lovelock, C., & Wirtz, J. (2007). 'Servicemarketing: people, technology, strategy,' 6th Edition. New Jersey: Pearson International Edition.
      • [8] Montira Sriduang and Natchuda Wichitchamari. 'Customer satisfaction and loyalty towards the call center brand Answering the phone in the auto loan industry in Bangkok 2015.' Journal of Humanities, Year 2, Issue 1 (January-June 2015), Faculty of Humanities, Kasetsart University.
      • [9] Noppadol Rompho. 'Net Promoter Score (NPS), an interesting customer performance measure.' Faculty of Commerce and Accounting, Thammasat University. Information from http://www.satmetrix.com/net- promoter/benchmark-reports/. Faculty of Commerce and Accountancy, Thammasat University, Year 35, Issue 135, July- September 2012.
      • [10] Nuttikarn Adisairattanakul, Supis Rittikaew. 'Customer Loyalty towards FTTx Internet Products and Services of TOT Public Company Limited in the customer service center area TOT, Surat Thani branch.' Business Administration Master's Degree, School of Management Studies, Walailak University.
      • [11] Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). 'A conceptual model of service quality and its implications for future research.' Journal of Marketing, Fall 1985 (49), 41-50.
      • [12] Payut Pattarapongsathorn. (2013). 'The relationship of service quality, consumer decision factors and loyalty to services of the securities industry in Thailand.'' Master of Business Administration Thesis, Sukhothai Thammathirat Open University, Nonthaburi.
      • [13] Real Estate Information Center: Real Estate Information Center. (2017). 'Summary of the situation of the housing market in Bangkok and its vicinity Q3/2016.' Date 2 November 2017, from https://thinkofliving.com/2016/11/26/.
      • [14] Real estate reports, October 4th, 2018, from https://www.cbre.co.th/th/ResearchCentr e/Research/.
      • [15] Thammawitthaya landscape. 'A Study of Satisfaction and Loyalty of Service Station Users in the District Bangkok and its vicinity.' Master of Business Administration, Faculty of Commerce and Accountancy, Thammasat University. Academic year 2015.
      • [16] Waewrat Vesanusitthi. (2014). 'The relationship between service quality and satisfaction and loyalty of customers of PCL Holding Co., Ltd.' Independent Study Master of Business Administration, University Walailak, Nakhon Si Thammarat.
      • [17] Wichai Wiratkaphan. 'Bangkok- perimeter housing market.' AREAGURU (2018), October 5, 2018, from https://mgronline.com/stockmarket/detai l/9600000121318

  • Article Metrics

    Views

    482

  • Copyright and Permissions

    At Guinness Press, authors retain the copyright for all articles published in our journals. These articles are licensed under the open-access Creative Commons CC BY 4.0 license, granting free access for reading and download. Additionally, the original published version must be appropriately cited when reusing or quoting the article. These terms ensure widespread accessibility while ensuring proper attribution to the authors.

    All content published by Guinness Press is safeguarded by international copyright and intellectual property regulations. We kindly request that you honor these protections when utilizing our materials.

    For further information, please contact us at info@guinnesspress.org.