Customer Satisfaction

Przeprowadzanie badań satysfakcji klienta jest obowiązkowe w przedsiębior-stwach mających wdrożony System Zarządzania Jakością (SZJ), jednak organizacje bez wdrożonego SZJ również zauważają korzyści płynące z prowadzenia tego typu badań. Analiza poziomu satysfakcji klienta w przedsiębiorstwach traktowana jest jako cenne źródło wiedzy o stopniu jego zadowolenia z działalności przedsiębiorstwa.

The assessment of customer satisfaction is obligatory in the companies that have implemented the Quality Management System (QMS). Yet, the organizations without the QMS implemented also notice benefits of such assessments. The analysis of customer satisfaction shows how much they are content with the company activities.

Six studies show that subtle contextual cues that increase customers’ self-awareness can be used to influence their satisfaction with service providers (while holding the objective service delivery constant). Self-awareness cues tend to increase customers’ satisfaction when the outcome of a service interaction is unfavorable, but they tend to decrease customers’ satisfaction when the outcome of the interaction is favorable. This is because higher self-awareness increases customers’ tendency to attribute outcomes to themselves rather than to the provider. Self-awareness can even influence satisfaction with service interactions that occurred far in the past. The authors demonstrate these effects across a variety of lab and field settings with different simulated retail experiences and with different real-life service interactions, including college courses, meals taken at a university cafeteria, and items purchased at an actual clothing store. The results further show that attempts to...

The concept of business incubators has been gaining increasing attention in recent years and has developed into an essential strategy for enterprise development (Xu, 2010). Business incubators (BIs) provide various support services aimed at adding value for their tenant films in their enterprise development. For a BI to create value for its tenants, it is essential to consider how the tenants

The leading indicator of loyalty and repurchase intention is customer satisfaction. This study is focused on identification of basic factors or areas which determine the customer satisfaction in microfinance banking industry. Data was collected through a standard questionnaire from 149 customers of 30 branches of 3 major microfinance banks. SPSS 16 was used for data analysis. Results concluded that microfinance banks policies and procedures, the physical appearance of the bank branch, empathy and commitment of staff with the customers are major factors which determine the customer satisfaction in microfinance banks.

This paper contains final results of Customer Satisfaction Survey (CSS) of the both part of studies, phase “before” and “after” implementation of EE measures in public buildings in Kosovo realized during winters 2015/2016 and 2017/2018.For this detailed study of the customer satisfaction assessment, the authors has selected batch of 5 characteristic buildings from the group of 70 public buildings with 165 respondents to identify and measure the level of end users satisfaction, the perception of indoor air and thermal comfort, the awareness on the EE measures, and the additional benefits of EE upgrades (eg. reductions of sick leave days, increasing productivity, increasing budget for other priorities, etc.). During the investigations authors has reviewed the Indicators of achievement, following a careful assessment of their feasibility, together with a proposal for their review/amendment based on findings of the actual conditions assessed on the field during both phases of the study ...

Today, it can be maintained that the customer is a ‘king’ as he will buy only the products that satisfy his needs and wants. The companies of today are facing new challenges: global business and local operation, standardization, and individualization of products, demanding customers and fierce competition. The company wants to achieve shorter product development time, lower costs, high quality of the product, and finally, customer satisfaction. In order to achieve the set goals, the company has to take into account the customers wants and needs during the new-product-development process. This article presents the mode of description of processes that allow recognition of suitable natural systems and their transformation into technical systems and a model for management of development process. The phases of quality functions deployment (QFD) during the new product development process along with the location for collecting customer needs and wants are presented. A detailed description...

The purpose of this paper is to examine the relationship between service quality, student satisfaction, university reputation, and student loyalty in the International Islamic University Malaysia (IIUM). This study aims to improve our understanding of student loyalty and to highlight the effect of student satisfaction, service quality, and brand image in building student loyalty towards IIUM. Data were randomly collected from 160 students studying in IIUM during the 2012/2013 academic session. Data analysis encompasses descriptive analysis, reliability analysis, exploratory factor analysis (EFA), correlation, and regression analysis. The data resulted in acceptably high reliability. The result indicates that all independent variables have significant impact on student loyalty. All three hypotheses were supported. This study is set to assist institutions of higher education to identify improvements in the service delivery process by identifying different aspects of service quality, b...

The relationship between quality service and customer satisfaction has gained remarkable recognition since the 1980s. To date, researchers are still determined to find out how quality service in terms of tangibility, reliability, responsiveness, assurance, and empathy, impact customer satisfaction. This study provides a review of the literature on the influence of service quality on customer satisfaction in the banking sector amidst the COVID-19 pandemic to determine the existing research gap. Evidence from the literature review shows mixed results where some of the dimensions of quality service positively influence customer satisfaction while others impact it negatively. However, while evidence from the African context reveals positive relationships between the variables, the phenomenon remains inadequately researched, mainly in the Namibian context. Furthermore, empirical evidence covered under this study has examined the matter from the quantitative perspective, leaving no eviden...

This paper describes a Virtual Reality (VR) based system for automating data collection and surveying in a retail store using mobile robots. The manpower cost for surveying and monitoring the shelves in retail stores are high, because of which these activities are not repeated frequently causing reduced customer satisfaction and loss of revenue. Further, the accuracy of data collected may be improved by avoiding human related factors. We use a mobile robot platform with on-board cameras to monitor the shelves either autonomously or through tele-operation. A remote operator can control the robot from a console which shows a 3D of view of the store as well as, capture real images and videos of the store. The robot is designed to facilitate automatic detection of Out-of-Stock (OOS) situations. It would be possible for a single operator to control multiple robots placed at different stores thus optimizing the available resources. As the deployment of the proposed system does not require...

Social housing in Malaysia is provided through the public and private sectors. Recently, the Selangor Zakat Board (SZB) has started to provide social housing in the state of Selangor, Malaysia. Up to 2007, a total of 906 units have been delivered under its different programmes. This paper evaluates these programmes by adopting the housing satisfaction model which is currently used as a customer satisfaction tool for public/private housing in many local governments in the UK and USA. The main purpose of this paper is to identify the types of housing programmes adopted by SZB and examine beneficiaries’ housing satisfaction in each programme on a comparative plane. In order to examine housing satisfaction, five objective components of satisfaction—housing unit features, housing unit support services, the social environment, public facilities and neighbourhood facilities—were analysed through beneficiaries’ levels of satisfaction which were measured by applying a Likert scale. The findings of the paper indicate that SZB has been successful in providing a moderate level of satisfaction with the housing unit. However, the existence of variable levels of satisfaction with other components implies that there is still scope to enhance residents’ satisfaction with those components.

The research's objective is to learn the customer behavior towards the standard of banking products and services in the opinion of customer preferences Quality of service is examined on several distinctive from self-sufficiency or service reliability is measured in various forms. An attempt is often made to discover which service attributes could improve customer opinion of banking services efficiently. An attempt is often made to discover which service attributes could improve customer opinion of banking services. Potential respondents with random sampling are selected from a wide range of demographics characteristics. Banks both from the private and public sectors are sampled. Research questionnaires have been distributed to 400 clients of various banks in the Virudhunagar district. The data were analyzed using simple percentage, Chi- square measure, and AMOS. Customer opinion seems to represent customer behavior when it comes to banking services and products, according to the findings. The banking sector is the largest in the Virudhunagar district which has seen exponential development and strong rivalry throughout the last generation. This research was indeed primarily undertaken to investigate this trend and to pursue evidential reasoning throughout this context by recognizing the opinion of the customer as the key contributor to the behavior of the customer in banking services and products.

This study aims to investigate the impact of Quality of Services in the Car Rental Companies on Customer Satisfaction. The researcher uses the descriptive analytical approach, where theoretical framework depends on books, periodicals, and electronic articles, while fieldwork is covered by designing a questionnaire. The study population includes customers who rent cars in Amman, Jordan. The study depends on a convenience sample that consisted of 400 employees. 357questionnaires were returned, which represent 89.25% of the total sample.The study results indicated that there is an impact for the quality of services in the Car Rental companies in all its dimensions on customer satisfaction. Reliability dimension has the highest impact on customer satisfaction.

A reliability capability assessment process can assist OEMs and system integrators in assessing prospective suppliers for their ability to design and manufacture reliable products before they are delivered for use, and on an ongoing basis, help a company in ...

Penelitian empiris ini dimaksudkan untuk mengetahui bagaimana harapan konsumen, mengetahui kinerja kualitas pelayanan yang dirasakan konsumen, mengetahui tingkat kepuasan konsumen terhadap kualitas pelayanan, mengetahui pengaruh kinerja kualitas pelayanan terhadap kepuasaan konsumen, mengetahui dimensi kualitas pelayanan manakah yang perlu diperbaiki untuk meningkatkan kepuasan konsumen dan untuk mengetahui standar kualitas pelayanan yang diharapkan konsumen rawat inap kelas VIP RSUD Kardinah Kota Tegal Jawa Tengah. Populasi dalam penelitian ini adalah pengguna yang menjalani rawat inap di kelas VIP Rumah Sakit Umum Daerah Kardinah Kota Tegal selama bulan Januari, Februari, Maret dan April pada tahun 2019 sebanyak 767. Penelitian ini meliputi 2 variabel, variabel bebas meliputi Bukti Langsung, Kehandalan, Daya Tanggap, Jaminan, dan Empati. Variabel terikat meliputi Kepuasan Konsumen. Metode Analisis Data yang digunakan adalah Analisis Regresi Berganda dan Diagram Kartesius. Berdasar...

PurposeThis paper endeavours to provide answers to the following questions: Is there a correlation between what library customers value and the questions asked in benchmarking satisfaction surveys? Is there a core set of academic library customer values? Are there differences between what academic library customers value in Australia when compared to their counterparts in England? Do library customer values change over time?Design/methodology/approachThe results of two similar university libraries' customer value discovery research are compared with each other, and also with the question set in the LibQUAL+™ survey. As the customer value discovery research was undertaken six years apart, the results are compared to see if there has been change over time.FindingsAcademic library customers identified a core set of values, and these values mapped reasonably well to the LibQUAL+™ instrument. However, there were unique value factors identified by the various customer segments that di...

This study focuses on the Kano model which is used to categorise requirements of customers. The study describes the three most frequently used modifications of the Kano model and then systematically analyses the key effects of these modifications. A new approach – Type IV – is then proposed. Using Type IV, it is possible to eliminate the disadvantages identified in the abovementioned existing approaches – the level of accuracy for the producer and the difficulty of the method for the customer. The proposed approach is based on a modification of the process of requirement categorisation intended to minimize the discrepancy zone between the calculated and the real position of a particular requirement. The Type IV Kano model is then validated by using an example of categorisation of requirements for after-sales services in the car industry. Validation found that the approaches proposed in this study significantly improve the accuracy of requirement categorisation without increasing difficulty for the customer.

The baby products segment is a kind of a niche segment as the customers are not the same as that of the end users i.e. customers who buy them use it either for their own babies or buy for gifting purposes. Babies are extremely tender and sensitive and due to their inherent inability to communicate exactly what their specific needs and wants are, the entire responsibility is borne by parents or the customers who buy these products to ensure their safety and hygiene. If the customer is satisfied with his or her purchase, given the busy schedules, most of them opt for online purchase, as these products like baby toiletries, diapers are needed till they reach at least 4 to 5 years. Online shopping has made most of our lives easier as it is convenient and saves a lot of time commuting up and down to the shop, especially for a repeated purchase. In this scenario, identifying the factors which influencing for online purchase intention would open the screen for various decision making for both customers and online retailers. Hence this study was conducted for analysing internet related factors towards online purchase intention with respect to baby products buying among Chennai customers. In this regard, data were collected from 164 respondents, through survey method, by using structured questionnaire by adopting purposive sampling method. Collected data were analysed and results revealed two new factors such as web-design and trust factors which influencing online purchase intention of baby products buying. This study also revealed that, web-design factor played major role and followed by trust factor.

PT. KAI is a State-Owned Enterprise that provides rail transportation services. The purpose of this study is to provide recommendations for improvement of the main priority level of service user satisfaction to service providers PT. KAI towards improving services at Cepu Station which refers to the Minimum Service Standards (SPM) at stations contained in PM 63 of 2019 concerning Minimum Service Standards for Transportation of People by Train. This study uses a quantitative descriptive research type. The target of this research is to know the value of CSI, IPA and the calculation of the PGCV Index which is useful for assisting the IPA method in attribute improvement. The results of this study obtained a CSI value of 74%, namely with the predicate of being satisfied, the results of the IPA which became a priority to improve the quality of quadrant I and quadrant III and with the PGCV method the priority of improving service quality attributes that must be immediately repaired was in q...

Agility, speed and flexibility in production networks are required in today's global competition in the flat world. The accuracy of order date delivery promises is a key element in customer satisfaction. Agile production needs a management and evaluation tool for production changes. Discrete event simulation, DES, has mainly been used as a production system analysis tool, to evaluate new production system concepts, layout and control logic. DES can be used for operational planning as well, as shown in the paper. The simulation analysis gives a forecast of the future with given input values, thus production managers have time to react to potential problems and evaluate alternatives. A balance between multiple parallel customer orders and finite resources can be found. The authors are developing a system design evaluation method and also a decision support system for production managers. Two case studies with different approaches are described in the paper.