Year-end Sale % OFF 
Abstract
Abstract This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs. Through empirical approach and related enterprises investigation, based on employees’ perspective and end-user’ perspective, it designs a questionnaire system to collect data. In a case company, totally 31 interviews were made from 18 subsidiaries and 13 from end customers. Finally, we use statistical analysis to analysis the collection data and draw a conclusion. The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements. Throughout the body of the research, we can observe that there are significant differences between the internal and external customers perspective. These differences should be taken into consideration when the service improvement is the main objective. This research helps manufacturing firms to improve their value added services in addition to operating closer to their global customers.
Highlights
In the past few years, the challenge to raise the profit level has increased in many companies
This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs
The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements
Summary
In the past few years, the challenge to raise the profit level has increased in many companies. Companies are striving to extend the value-added chain and work closed to the customers [1]. The service programs are of an immense importance in various manufacturing sectors. Stressing on customers’ point of view related to service quality is crucial to increase the customers’ satisfaction and to enhance the company‘s value added. With the improvement in customer’s business situation, their requirements are changing from mass production to customization, with high regards to quality and flexibility levels. It is important to improve firms dynamic capabilities by understanding the customer requirements and provide them with products and services they need, reduce the total cost and continually increase the customer’s satisfaction
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