Customer Satisfaction Improvement for Sales Points of Mobile Companies with an Application Example

Abstract

A mobile phone is a portable electronic device that uses a network of cell sites and supports SMS services for text messaging and MMS for photos and videos. This paper focuses on mobile's sales points to predict and economically schedule numbers of sales executives for highest customer satisfaction. Primary goal is to determine the best number of opened workstations to decrease customers waiting time. Data were collected from Qmatic system at a sales point in Jeddah for 2011. Simulation was done using Arena. Required data were average number of tickets taken, average service time, total number of customers served, total number of customers not show and number of resources. The best scenario attained a net profit of SR 1,509,506 with total system time of 453 seconds which was decreased by 72%. Number of unsatisfied customers was decreased by 77%, number of satisfied customers increased by 374% and net profit increased by 6.2% despite increasing number of employees.