Abstract: A major goal of any enterprise is to create a ratings
system of customer satisfaction, goods and services. It is obvious that
the company cannot change what is not measured. In order to get a
clearer picture of the preferences of the major consumer groups, this
stage should be based on extensive research, including a variety of
interviews and surveys. It is necessary to know the key benefits,
which determine customer satisfaction in the market segment, of the
properties of certain goods and services. It is important to estimate
the terms of these preferences from the viewpoint of the client. This
article discusses the importance of customer satisfaction, and ways of
assessing it.
Abstract: One of the basic concepts in marketing is the concept
of meeting customers- needs. Since customer satisfaction is essential
for lasting survival and development of a business, screening and
observing customer satisfaction and recognizing its underlying
factors must be one of the key activities of every business.
The purpose of this study is to recognize the drivers that effect
customer satisfaction in a business-to-business situation in order to
improve marketing activities. We conducted a survey in which 93
business customers of a manufacturer of Diesel Generator in Iran
participated and they talked about their ideas and satisfaction of
supplier-s services related to its products. We developed the measures
for drivers of satisfaction first by as investigative research (by means
of feedback from executives and customers of sponsoring firm). Then
based on these measures, we created a mail survey, and asked the
respondents to explain their opinion about the sponsoring firm which
was a supplier of diesel generator and similar products. Furthermore,
the survey required the participants to mention their functional areas
and their company features.
In Conclusion we found that there are three drivers for customer
satisfaction, which are reliability, information about product, and
commercial features. Buyers/users from different functional areas
attribute different degree of importance to the last two drivers. For
instance, people from buying and management areas believe that
commercial features are more important than information about
products. But people in engineering, maintenance and production
areas believe that having information about products is more
important than commercial aspects. Marketing experts should
consider the attribute of customers regarding information about the
product and commercial features to improve market share.
Abstract: Because of the increasing business pressures, companies must be adaptable and flexible in order to withstand them. Inadequate business processes and low level of business process orientation, that in its core accentuates business processes as opposed to business functions and focuses on process performance and customer satisfaction, hider the ability to adapt to changing environment. It has been shown in previous studies that the companies which have reached higher business process maturity level consistently outperform those that have not reached them. The aim of this paper is to provide a basic understanding of business process orientation concept and business process maturity model. Besides that the paper presents the state of business process orientation in Croatia that has been captured with a study conducted in 2013. Based on the results some practical implications and guidelines for managers are given.
Abstract: The aim of this research is to develop the
understanding of corporate social responsibility (CSR) from
consumers- perspective toward Thai mobile service providers.
Based on the survey from 400 mobile customers, the result
shows that four dimensions of CSR of Thai mobile service
providers consist of economic, legal, ethical and philanthropic
responsibility. These four CSR factors have positive impacts
on enhancing customer satisfaction except one item of
economic responsibility - profitability to shareholders. Ethical
dimension has the strongest impact on customer satisfaction.
Economic, legal, ethical, philanthropic responsibility and
customer satisfaction have major impact on loyalty, whilst
philanthropic component mostly affects loyalty.
Abstract: Integrated Total Quality Management (TQM) with
Lean Manufacturing (LM) is a system comprises of TQM with LM
principles and is associated with financial and nonfinancial
performance measurement indicators. The ultimate goal of this
system is to focus on achieving total customer satisfaction by
removing eight wastes available in any process in an organization.
A survey questionnaire was developed and distributed to 30 highly
active automotive vendors in Malaysia and analyzed by PASW
Statistics 18. It was found out that these vendors have been
practicing and measuring the effectiveness TQM and LM
implementation. More involvement of all Malaysian automotive
vendors will represent the exact status of current Malaysian
automotive industry in implementing TQM and LM and can
determine whether the industry is ready for integrated TQM and
LM system. This is the first study that combined 4 awards
practices, ISO/TS16949, Toyota Production System and
SAEJ4000.
Abstract: Innovation is being view from four areas of
innovation, product, service, technology, and marketing. Whereas
customer loyalty is composed of customer expectation, perceived
quality, perceived value, corporate image, customer satisfaction,
customer trust/confidence, customer commitment, customer
complaint, and customer loyalty. This study aimed to investigate the
influence of innovation factors to customer loyalty to GSM in the
telecom companies where use of products and services. Structural
Equation Modeling (SEM) using to analyze innovation factors. It was
found the factor of innovation have significant influence on customer
loyalty.
Abstract: The customer satisfaction for textile sector carries
great importance like the customer satisfaction for other sectors
carry. Especially, if it is considered that gaining new customers
create four times more costs than protecting existing customers from
leaving, it can be seen that the customer satisfaction plays a great
role for the firms. In this study the affecting independent variables of
customer satisfaction are chosen as brand image, perceived service
quality and perceived product quality. By these independent
variables, it is investigated that if any differences exist in perception
of customer satisfaction according to the Turkish textile consumers in
the view of gender. In data analysis of this research the SPSS
program is used.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: This paper focuses on robust design and optimization
of industrial production wastes. Past literatures were reviewed to case
study Clamason Industries Limited (CIL) - a leading ladder-tops
manufacturer. A painstaking study of the firm-s practices at the shop
floor revealed that Over-production, Waiting time, Excess inventory,
and Defects are the major wastes that are impeding their progress and
profitability. Design expert8 software was used to apply Taguchi
robust design and response surface methodology in order to model,
analyse and optimise the wastes cost in CIL. Waiting time and overproduction
rank first and second in contributing to the costs of wastes
in CIL. For minimal wastes cost the control factors of overproduction,
waiting-time, defects and excess-inventory must be set at
0.30, 390.70, 4 and 55.70 respectively for CIL. The optimal value of
cost of wastes for the months studied was 22.3679. Finally, a
recommendation was made that for the company to enhance their
profitability and customer satisfaction, they must adopt the Shingeo
Shingo-s Single Minute Exchange of Dies (SMED), which will
immediately tackle the waste of waiting by drastically reducing their
setup time.
Abstract: The need to increase the efficiency of health care
systems is becoming an obligation, and one of area of improvement
is the discharge process. The objective of this work is to minimize
the patients discharge time (for insured patients) to be less than 50
minutes by using six sigma approach, this improvement will also:
lead to an increase in customer satisfaction, increase the number of
admissions and turnover on the rooms, increase hospital
profitability.Three different departments were considered in this
study: Female, Male, and Paediatrics. Six Sigma approach coupled
with simulation has been applied to reduce the patients discharge
time for pediatrics, female, and male departments at hospital. Upon
applying these recommendations at hospital: 60%, 80%, and 22% of
insured female, male, and pediatrics patients respectively will have
discharge time less than the upper specification time i.e. 50 min.
Abstract: Nowadays, under developed countries for progress in
science and technology and decreasing the technologic gap with
developed countries, increasing the capacities and technology
transfer from developed countries. To remain competitive, industry is
continually searching for new methods to evolve their products.
Business model is one of the latest buzzwords in the Internet and
electronic business world. To be successful, organizations must look
into the needs and wants of their customers. This research attempts to
identify a specific feature of the company with a strong competitive
advantage by analyzing the cause of Customer satisfaction. Due to
the rapid development of knowledge and information technology,
business environments have become much more complicated.
Information technology can help a firm aiming to gain a competitive
advantage. This study explores the role and effect of Information
Communication Technology in Business Models and Customer
satisfaction on firms and also relationships between ICTs and
Outsourcing strategic.
Abstract: This study aims to examine the determinants of
purchase intention in C2C e-commerce. Specifically the role of
instant messaging in the C2C e-commerce contextis investigated. In
addition to instant messaging, we brought in two antecedents of
purchase intention - trust and customer satisfaction - to establish a
theoretical research model. Structural equation modeling using
LISREL was used to analyze the data.We discussed the research
findings and suggested some implications for researchers and
practitioners.
Abstract: Bythe development of the Internet, e-commerce has
got very popular between organizations. E-commerce means buying
and selling products and services over the Internet. One of the
challenging issues in e-commerce is how to attract the customers and
how to satisfy them. Therefore, it is important to keep good
relationship with the customers. This paper proposes a new model to
increase the customer satisfaction by introducing live-operator.
Live-operator is a system which is involved both with the customers
and the organization.In this system the customers feelthatthey receive
the service directly from the organization. This model decreases the
response time and the customer loss. Moreover, it increases customer
trust and the ability of organizations.
Abstract: the purpose of this research is to identify and clarify
factors which have positive effect among user satisfaction and their
social networking through websites. The examined factors in this
research are; innovation, ease of use, trustworthy and customer
support which are defined as satisfaction factors. To obtain reliable
research approaches and to have better result in this research four
hypothesizes used to test. This hypothesis testing has been done by
correlation, regression and test of normality by using “SPSS16" also
the data which was analyzed by this software. this data was gathered
from prepaid questionnaire.
Abstract: Throughout the world, the Islamic way of banking and
financing is increasing. The same trend is also visible in Pakistan, where the Islamic banking sector is increasing in size and volume
each year. The question immediately arises as why the Pakistanis patronize the Islamic banking system? This study was carried out to
find whether following the Islamic rules in finance is the main factor for such selection or whether other factors such as customer service,
location, banking hour, physical facilities of the bank etc also have
importance. The study was carried by distributing questionnaire and
200 responses were collected from the clients of Islamic banks. The result showed that the service quality and other factors are as
important as following the Islamic rules for finance to retain old ustomers and catch new customers. The result is important and
Islamic banks can take actions accordingly to look after both the factors
Abstract: This paper aims at a new challenge of customer
satisfaction on mobile customer relationship management. In this
paper presents a conceptualization of mCRM on its unique
characteristics of customer satisfaction. Also, this paper develops an
empirical framework in conception of customer satisfaction in
mCRM. A single-case study is applied as the methodology. In order to
gain an overall view of the empirical case, this paper accesses to
invisible and important information of company in this investigation.
Interview is the key data source form the main informants of the
company through which the issues are identified and the proposed
framework is built. It supports the development of customer
satisfaction in mCRM; links this theoretical framework into practice;
and provides the direction for future research. Therefore, this paper is
very useful for the industries as it helps them to understand how
customer satisfaction changes the mCRM structure and increase the
business competitive advantage. Finally, this paper provides a
contribution in practice by linking a theoretical framework in
conception of customer satisfaction in mCRM for companies to a
practical real case.
Abstract: This paper presents an application of the improved
QFD method for determining the specifications of kitchen utensils
rack. By using the improved method, the subjective nature in original
QFD was reduced; particularly in defining the relationship between
customer requirement and engineering characteristics. The regression
analysis that was used for obtaining the relationship functions
between customer requirement and engineering characteristics also
accommodated the inaccurateness of the competitive assessment
results. The improved method which is represented in the form of a
mathematical model had become a formal guidance to allocate the
resource for improving the specifications of kitchen utensils rack.
The specifications obtained had led to the achievement of the highest
feasible customer satisfaction.
Abstract: This study proposes a conceptual model and
empirically tests the relationships between customers and librarians
(i.e. tangibles, responsiveness, assurance, reliability and empathy)
with a dependent variable (customer satisfaction) regarding library
services. The SERVQUAL instrument was administered to 100
respondents which comprises of staff and students at a public higher
learning institution in the Federal Territory of Labuan, Malaysia.
They were public university library users. Results revealed that all
service quality dimensions tested were significant and influenced
customer satisfaction of visitors to a public university library.
Assurance is the most important factor that influences customer
satisfaction with the services rendered by the librarian. It is
imperative for the library management to take note that the top five
service attributes that gained greatest attention from library visitors-
perspective includes employee willingness to help customers,
availability of customer representatives online for response to
queries, library staff actively and promptly provide services, signs in
the building are clear and library staff are friendly and courteous.
This study provides valuable results concerning the determinants of
the service quality and customer satisfaction of public university
library services from the users' perspective.
Abstract: Green Lean Total Quality Management (TQM)
System is a system comprises of Environmental Management System
(EMS) practices which is integrated to TQM with Lean
Manufacturing (LM) principles. The ultimate goal of this system is to
focus on achieving total customer satisfaction and environmental care by removing eight wastes available in any process in an
organization. A survey questionnaire was developed and distributed to 30 highly active automotive vendors in Malaysia and analyzed by
SPSS v.17. It was found out that some vendors have been practicing TQM and LM while some have started to implement EMS. This
study is only focusing on highly active companies that have been involved in MAJAICO Program and Proton Vendor Development
Program. This is the first study conducted to know the current status of TQM, LM and EMS practices in highly active automotive companies in Malaysia. It was found out that EMS has been
practiced by 16 companies out of 30. Within these 16 companies the
approach is more holistic and green. This is a preliminary study that combined 4 awards practices, ISO/TS16949, Toyota Production
System SAEJ4000, MAJAICO Lean Production System and EMS.
Abstract: Nowadays, manufacturers are facing great challenges
with regard to the production of green products due to the emerging issue of hazardous substance management (HSM). In particular,
environmental legislation pressures have yielded to increased risk,
manufacturing complexity and green components demands. The green principles were expanded to many departments within
organization, including supply chain. Green supply chain
management (GSCM) was emerging in the last few years. This idea
covers every stage in manufacturing from the first to the last stage of
life cycle. From product lifecycle concept, the cycle starts at the design of a product. QFD is a customer-driven product development
tool, considered as a structured management approach for efficiently
translating customer needs into design requirements and parts deployment, as well as manufacturing plans and controls in order to
achieve higher customer satisfaction. This paper develops an Eco-
QFD to provide a framework for designing Eco-mobile phone by integrating the life cycle analysis LCA into QFD throughout the entire product development process.