Abstract: Cloud computing is the outcome of rapid growth of internet. Due to elastic nature of cloud computing and unpredictable behavior of user, load balancing is the major issue in cloud computing paradigm. An efficient load balancing technique can improve the performance in terms of efficient resource utilization and higher customer satisfaction. Load balancing can be implemented through task scheduling, resource allocation and task migration. Various parameters to analyze the performance of load balancing approach are response time, cost, data processing time and throughput. This paper demonstrates a two level load balancer approach by combining join idle queue and join shortest queue approach. Authors have used cloud analyst simulator to test proposed two level load balancer approach. The results are analyzed and compared with the existing algorithms and as observed, proposed work is one step ahead of existing techniques.
Abstract: Software quality issues require special attention
especially in view of the demands of quality software product to meet
customer satisfaction. Software development projects in most
organisations need proper defect management process in order to
produce high quality software product and reduce the number of
defects. The research question of this study is how to produce high
quality software and reducing the number of defects. Therefore, the
objective of this paper is to provide a framework for managing
software defects by following defined life cycle processes. The
methodology starts by reviewing defects, defect models, best
practices, and standards. A framework for defect management life
cycle is proposed. The major contribution of this study is to define a
defect management roadmap in software development. The adoption
of an effective defect management process helps to achieve the
ultimate goal of producing high quality software products and
contributes towards continuous software process improvement.
Abstract: This research will give the introductory ideas for
cultural adaption of B2C E-Service design in Germany. By the
intense competition of E-Service development, many companies have
realized the importance of understanding the emotional and cultural
characteristics of their customers. Ignoring customers’ needs and
requirements throughout the E-Service design can lead to faults,
mistakes, and gaps. The term of E-Service usability now is changed
not only to develop high quality E-Services, but also to be extended
to include customer satisfaction and provide for them to feel local.
Abstract: Experiential marketing is one of the marketing
approaches that offer an exceptional framework to integrate elements
of experience and entertainment in a product or service. Experiential
marketing is defined as a memorable experience that goes deeply into
the customer’s mind. Besides that, customer satisfaction is defined as
an emotional response to the experiences provided by and associated
with particular products or services purchased. Thus, experiential
marketing activities can affect the level of customer satisfaction and
loyalty. In this context, the research aims to explore the relationship
among experiential marketing, customer satisfaction and customer
loyalty among the cosmetic products customers in Konya. The partial
least squares (PLS) method is used to analyze the survey data.
Findings of the present study revealed that experiential marketing has
been a significant predictor of customer satisfaction and customer
loyalty, and also experiential marketing has a significantly positive
effect on customer satisfaction and customer loyalty.
Abstract: Lead time is a critical measure of a supply chain's
performance. It impacts both the customer satisfactions as well as the
total cost of inventory. This paper presents the result of a study on the
analysis of the customer order lead-time for a multinational company.
In the study, the lead time was divided into three stages respectively:
order entry, order fulfillment, and order delivery. A sample of size 2,425 order lines was extracted from the
company's records to use for this study. The sample data entails
information regarding customer orders from the time of order entry
until order delivery. Data regarding the lead time of each stage for
different orders were also provided. Summary statistics on lead time
data reveals that about 30% of the orders were delivered later than the
scheduled due date. The result of the multiple linear regression
analysis technique revealed that component type, logistics parameter,
order size and the customer type have significant impacts on lead
time. Data analysis on the stages of lead time indicates that stage 2
consumed over 50% of the lead time. Pareto analysis was made to
study the reasons for the customer order delay in each stage.
Recommendation was given to resolve the problem.
Abstract: Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. Total Quality Management (TQM) has become a frequently used term in discussions concerning quality. Total Quality management has brought rise in demands on the organizations policy and the customers have gained more importance in the organizations focus. TQM is considered as an important management tool, which helps the organizations to satisfy their customers. In present research critical success factors includes management commitment, customer satisfaction, continuous improvement, work culture and environment, supplier quality management, training and development, employee satisfaction and product/process design are studied. A questionnaire is developed to implement these critical success factors in implementation of total quality management in Indian industry. Questionnaires filled by consulting different industrial organizations. Data collected from questionnaires is analyzed by descriptive and importance indexes.
Abstract: Total Quality Management (TQM) is a managerial
approach that improves the competitiveness of the industry,
meanwhile Information technology (IT) was introduced with TQM
for handling the technical issues which is supported by quality
experts for fulfilling the customers’ requirement. Present paper aims
to utilise AHP (Analytic Hierarchy Process) methodology to
priorities and rank the hierarchy levels of TQM enablers and IT
resource together for its successful implementation in the Information
and Communication Technology (ICT) industry. A total of 17 TQM
enablers (nine) and IT resources (eight) were identified and
partitioned into 3 categories and were prioritised by AHP approach.
The finding indicates that the 17 sub-criteria can be grouped into
three main categories namely organizing, tools and techniques, and
culture and people. Further, out of 17 sub-criteria, three sub-criteria:
top management commitment and support, total employee
involvement, and continuous improvement got highest priority
whereas three sub-criteria such as structural equation modelling,
culture change, and customer satisfaction got lowest priority. The
result suggests a hierarchy model for ICT industry to prioritise the
enablers and resources as well as to improve the TQM and IT
performance in the ICT industry. This paper has some managerial
implication which suggests the managers of ICT industry to
implement TQM and IT together in their organizations to get
maximum benefits and how to utilize available resources. At the end,
conclusions, limitation, future scope of the study are presented.
Abstract: These days customer satisfaction plays vital role in
any business. When customer searches for a product, significantly a
junk of irrelevant information is what is given, leading to customer
dissatisfaction. To provide exactly relevant information on the
searched product, we are proposing a model of KaaS (Knowledge as
a Service), which pre-processes the information using decision
making paradigm using Multi-agents.
Information obtained from various sources is taken to derive
knowledge and they are linked to Cloud to capture new idea. The
main focus of this work is to acquire relevant information
(knowledge) related to product, then convert this knowledge into a
service for customer satisfaction and deploy on cloud.
For achieving these objectives we are have opted to use multi
agents. They are communicating and interacting with each other,
manipulate information, provide knowledge, to take decisions. The
paper discusses about KaaS as an intelligent approach for Knowledge
acquisition.
Abstract: The purpose of this study is to examine the possible
link between employee and customer satisfaction. The service
provided by employees, help to build a good relationship with
customers and can help at increasing their loyalty. Published data for
job satisfaction and indicators of customer services of banks were
gathered from relevant published works which included data from
five different countries. The scores of customers and employees
satisfaction of the different published works were transformed and
normalized to the scale of 1 to 100. The data were analyzed and a
regression analysis of the two parameters was used to describe the
link between employee’s satisfaction and customer’s satisfaction.
Assuming that employee satisfaction has a significant influence on
customer’s service and the resulting customer satisfaction, the
reviewed data indicate that employee’s satisfaction contributes
significantly on the level of customer satisfaction in the Banking
sector. There was a significant correlation between the two
parameters (Pearson correlation R2=0.52 P
Abstract: The success of any retail business is predisposed by its
swift response and its knack in understanding the constraints and the
requirements of customers. In this paper a conceptual design model
of an automated customer-friendly supermarket has been proposed.
In this model a 10-sided, space benefited, regular polygon shaped
gravity shelves have been designed for goods storage and effective
customer-specific algorithms have been built-in for quick automatic
delivery of the randomly listed goods. The algorithm is developed
with two main objectives, viz., delivery time and priority. For
meeting these objectives the randomly listed items are reorganized
according to the critical-path of the robotic arm specific to the
identified shop and its layout and the items are categorized according
to the demand, shape, size, similarity and nature of the product for an
efficient pick-up, packing and delivery process. We conjectured that
the proposed automated supermarket model reduces business
operating costs with much customer satisfaction warranting a winwin
situation.
Abstract: It is a critical time to upgrade technology and increase value added with manufacturing skills developing and management strategies that will highly satisfy the customers need in the precision machinery global market. In recent years, the supply side, each precision machinery manufacturers in each country are facing the pressures of price reducing from the demand side voices that pushes the high-end precision machinery manufacturers adopts low-cost and high-quality strategy to retrieve the market. Because of the trend of the global market, the manufacturers must take price reducing strategies and upgrade technology of low-end machinery for differentiations to consolidate the market.By using six key success factors (KSFs), customer perceived value, customer satisfaction, customer service, product design, product effectiveness and machine structure quality are causal conditions to explore the impact of competitive advantage of the enterprise, such as overall profitability and product pricing power. This research uses key success paths (KSPs) approach and f/s QCA software to explore various combinations of causal relationships, so as to fully understand the performance level of KSFs and business objectives in order to achieve competitive advantage. In this study, the combination of a causal relationships, are called Key Success Paths (KSPs). The key success paths guide the enterprise to achieve the specific outcomes of business. The findings of this study indicate that there are thirteen KSPs to achieve the overall profitability, sixteen KSPs to achieve the product pricing power and seventeen KSPs to achieve both overall profitability and pricing power of the enterprise. The KSPs provide the directions of resources integration and allocation, improve utilization efficiency of limited resources to realize the continuous vision of the enterprise.
Abstract: During recent years, the natural environment has become a challenging topic that business organizations must consider due to the economic and ecological impacts and increasing awareness of environment protection among society. Organizations are trying to achieve the goals of improvement in environment, low cost, high quality, flexibility and more customer satisfaction. Performance measurement frameworks are very useful to monitor the performance of any organization. The basic goal of this paper is to identify performance measures and ranking of these performance measures of GSCM performance measurement towards sustainability framework. Five perspectives (Environment, Economic, Social, Operational and Cost performances) and nineteen performance measures of GSCM performance towards sustainability have been have been identified from extensive literature review. Analytical Hierarchy Process (AHP) technique has been utilized for ranking of these performance perspectives and measures. All pair comparisons in AHP have been made on the basis on the experts’ opinions (selected from academia and industry). Ranking of these performance perspectives and measures will help to understand the importance of environmental, economic, social, operational performances and cost performances in the supply chain.
Abstract: The study aims to determine which factors account for customer satisfaction and to investigate the relationship between entrepreneurial orientation and business success, in particular, context of the information understanding of hostel business in Pranakorn district, Bangkok and the significant element of entrepreneurship in tourism industry. This study covers 352 hostels customers and 61 hostel owners/managers nearby Khao San road. Data collection methods were used by survey questionnaire and a series of hypotheses were developed from services marketing literature. The findings suggest the customer satisfaction most influenced by image, service quality, room quality and price accordingly. Furthermore the findings revealed that significant relationships exist between entrepreneurial orientation and business success; while competitive aggressiveness was found unrelated. The ECSI model’s generic measuring customer satisfaction was found partially mediate the business success. A reconsideration of other variables applicable should be supported with the model of hostel business. The study provides context and overall view of hostel business while discussing from the entrepreneurial orientation to customer satisfaction, thereby reducing decision risk on hostel investment.
Abstract: The present research study analyses the students’ satisfaction with university performance regarding the reliability dimension, ability of professors and staff to perform the promised services with quality to students in the post-graduate courses offered by Sri Venkateswara University in India. The research is done with the notion that the student compares the perceived performance with prior expectations. Customer satisfaction is seen as the outcome of this comparison. The sample respondents were administered with schedule based on stratified random technique for this study. Statistical techniques such as factor analysis, t-test and correlation analysis were used to accomplish the respective objectives of the study.
Abstract: Manufacturers have been exploring innovative strategies to achieve and sustain competitive advantages as they face a new era of intensive global competition. Such strategy is known as Supply Chain Management (SCM), which has gained a tremendous amount of attention from both researchers and practitioners over the last decade. Supply chain management (SCM) is considered as the most popular operating strategy for improving organizational competitiveness in the twenty-first century. It has attracted a lot of attention recently due to its role involving all of the activities in industrial organizations, ranging from raw material procurement to final product delivery to customers. Well-designed supply chain systems can substantially improve efficiency and product quality, and eventually enhance customer satisfaction and profitability. In this paper, a manufacturing engineering perspective on supply chain integration is presented. Research issues discussed include the product and process design for the supply chain, design evaluation of manufacturing in the supply chain, agent-based techniques for supply chain integration, intelligent information for sharing across the supply chain, and a development of standards for product, process, and production data exchange to facilitate electronic commerce. The objective is to provide guidelines and references for manufacturing engineers and researchers interested in supply chain integration.
Abstract: The clinical laboratory has received considerable recognition globally due to the rapid development of advanced technology, economic demands and its role in a patient’s treatment cycle. Although various cross-domain experiments and practices with respect to clinical laboratory projects are ready for the full swing, the customer needs are still ambiguous and debatable. The purpose of this study is to apply Kano’s model and customer satisfaction matrix to categorize service quality attributes in order to see how well these attributes are able to satisfy customer needs. The result reveals that ten of the 26 service quality attributes have greater impacts on highly increasing customer’s satisfaction and should be taken in consideration firstly.
Abstract: The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.
Abstract: The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.
Abstract: Supply network management adopts a systematic
and integrative approach to managing the operations and
relationships of various parties in a supply network. The objective
of the manufactures in their supply network is to reduce inventory
costs and increase customer satisfaction levels. One way of doing
that is to synchronize delivery performance. A supply network can
be described by nodes representing the companies and the links
(relationships) between these nodes. Uncertainty in delivery time
depends on type of network relationship between suppliers. The
problem is to understand how the individual uncertainties influence
the total uncertainty of the network and identify those parts of the
network, which has the highest potential for improving the total
delivery time uncertainty.
Abstract: It is important to retain customer satisfaction in
information technology services. When a service failure occurs,
companies need to take service recovery action to recover their
customer satisfaction. Although companies cannot avoid all problems
and complaints, they should try to make up. Therefore, service failure
and service recovery have become an important and challenging issue
for companies. In this paper, the literature and the problems in the
information technology services were reviewed. An integrated model
of profit driven for the service failure and service recovery was
established in view of the benefit of customer and enterprise.
Moreover, the interaction between service failure and service recovery
strategy was studied, the result of which verified the matching
principles of the service recovery strategy and the type of service
failure. In addition, the relationship between the cost of service
recovery and customer-s cumulative value of service after recovery
was analyzed with the model. The result attributes to managers in
deciding on appropriate resource allocations for recovery strategies.