Customer Satisfaction Information Research Articles

Sun Nepal Life Insurance Company: Customer Satisfaction to Its Products

This study explores customer satisfaction towards the products and services of the Sun Nepal Life Insurance Company Ltd. Customer satisfaction with company’s products and services is often seen as the key to a company’s success and long-term competitiveness. In other words, customer satisfaction is defined as a measurement that determines how happy. They are with the company’s product, services and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to improve the best of their products and services and identify the area which needs improvement in order to maintain or increase their quality of services and membership base. This research tries to systematically review significance of life insurance in modern competitive and risky human life due to risky society, busy scheduled, unhygienic life style etc. The study uses descriptive and percentage techniques for data analysis after the collection of data entry is checked. The primary data was collected through survey. About 100 questionnaires were distributed in Jhapa district, out of which 87 questionnaires were received back. This study is very helpful to see the effect of customer satisfaction and attitude towards SNLIC.

The impact of customer knowledge management, TQM and marketing capabilities on product innovation performance of Malaysian SMEs: an empirical study

PurposeSeveral strategies and processes can help companies to enhance the success rate of new products. This study aims to identify a few strategies for that purpose represented by total quality management (TQM) practices, building knowledge and capabilities. Moreover, the current paper discusses the role of applying TQM practices and customer knowledge management in developing the marketing capabilities of the organizations.Design/methodology/approachThis study is a quantitative approach where the data collected from 141 manufacturing small and medium enterprises operating in Malaysia and partial least squares technique was used to test the hypotheses.FindingsThe findings of this study highly support all the proposed hypotheses and establish marketing capabilities as a facilitator in the relationship between TQM practices, customer knowledge management and product innovation performance. However, customer knowledge management and TQM were found not to have an impact on product innovation performance.Originality/valueThe introduced model contributes to enhancing the understanding of the impact of customer knowledge on the success of product innovation performance. The model further includes TQM as a process that helps the organization get customer satisfaction information. The incorporation of these two processes will support the organization’s capabilities in the innovation field.

A new plant intelligence-based method for sentiment analysis: Chaotic sunflower optimization

Various social networking applications provide people with many opportunities such as expressing, commenting, disseminating and transmitting their opinions within certain limits. The emotions and ideas that people express in their messages make sense of thousands of articles and opinions published instantly. Trying to make sense of emotional data, generating meaningful information from these data, analyzing these data, and making predictions and inferences on these data is a new important study field. In this study, sentiment analysis is considered an optimization problem in order to achieve high performance. For this purpose, sunflower optimization, which is one of the new and successful plant intelligence-based algorithms, has been modelled as a sentiment analyzer for the first time. A chaotic sunflower optimization algorithm was used by combining sunflower optimization and chaos theory in order to make effective sentiment analysis. In order for the proposed method to effectively solve the sentiment analysis problem, a suitable representation form and fitness function have been proposed. The proposed method treats the data as a search space and searches for a solution for analysis by detecting emotion in this search space. An up-to-date data set including customer feedback and satisfaction information was used in the study. Results based on accuracy, precision, and recall metrics show that plant intelligence-based metaheuristic algorithms can provide high performance.

Assessing customer satisfaction of O2O takeaway based on online reviews by integrating fuzzy comprehensive evaluation with AHP and probabilistic linguistic term sets

In recent years, O2O takeaway has a rapid development with increasingly fierce market competitions. The online reviews of these takeaway platforms give restaurants an opportunity to better understand their customers and find their own shortages. However, how to dig customer satisfaction information from online reviews of restaurants is a challenge. Therefore, we establish an O2O takeaway customer satisfaction evaluation system and evaluate the satisfaction degree for restaurants by analyzing online reviews. First, we use European customer satisfaction index and Service performance-aware service quality measurement method as a logical framework. Meantime, we adopt content analysis to construct the evaluation system of customer satisfaction. Taking probabilistic linguistic term sets and the frequency into consideration, we improve analytic hierarchy process and develop a combination way to calculate the index weights of the evaluation system. The fuzzy comprehensive evaluation method is further designed to calculate the customer satisfaction level. Finally, we have an empirical analysis on Meituan and Ele.me platforms to validate our method.

Absorptive capacity as enabler for service improvements − the role of customer satisfaction information usage

Customer satisfaction information (CSI) is of great relevance for customer-oriented and service-led organisations, where customer experience is highly associated with the in-use phase of products and services. This paper explores how firms turn customer satisfaction information into knowledge and actions in a manner that enables service improvements. Based on a study of 24 organisations in six different service sectors, this study investigates CSI usage with respect to absorptive capacity. The paper concludes that efficient CSI usage requires multiple sources of customer satisfaction data that need to be used broadly in the organisation by creating accountability of employees across the organisation, rather than CSI being an issue for the communication function. To release this potential, CSI usage requires mechanisms that reside within the organisation, including ensuring actionability of initiatives, assignment of responsibility for actions and follow up, and providing incentives to mobilise change support. Further, the paper shows that in order to fully understand CSI, research must move beyond focusing on processes and activities to study the underlying capacities needed to release the potential of CSI to serve as a basis for service improvements.

The role of satisfaction on customer reuse to airline services: An application of Big Data approaches

After customer satisfaction was indicated as one of the significant factors in service success in competitive markets, a large number of scholars investigated the effects and components of customer satisfaction on a customer's service experience. This study explores both general and concrete components of customer satisfaction of airline services, and it investigates the determinate role of satisfaction on customers' intention to reuse the services, incorporating a research model that includes perceived cost values. In order to address this point, the current study analyzes the dataset of about 130,000 customers' responses regarding airline services and investigates the effects of detailed customer satisfaction information on their intention to reuse the service. The results examined by the structural equation modeling method show that customer satisfaction in online airline services and customer in-flight experiences play decisive roles in overall customer satisfaction, and there is a notable relationship between overall satisfaction and the intention to reuse the service. Moreover, perceived cost values have negative effects on the intention and overall satisfaction. The empirical and theoretical implications of the study are identified from the structural results and findings.

Use of customer satisfaction measurements to drive improvements

Trends like servitisation and globalisation have increased the importance of intangible assets, and, accordingly, a need for non-financial performance measurements, the most frequently used being ‘customer satisfaction’. A key argument is that high levels of customer satisfaction have a positive effect on organisations financial performance. Still, many organisations fail to use these measurements as drivers for quality improvements. How customer satisfaction measurements are used in organisations varies between knowledge-enhancing, action-oriented, and symbolic. This paper studies how customer satisfaction information usage processes differ between organisations utilising the measurements in an action-oriented manner to support improvements, and organisations using them in a knowledge-enhancing or symbolic manner. Based on empirical data from 24 service organisations, the paper concludes that all organisations would benefit from more activities related to the strategy phase of customer satisfaction information usage, that is, activities that outline for what purpose and how these measurements are to be used. Moreover, to use customer satisfaction measurements to drive improvements requires a combination of strategic, long-term thinking, and concrete operationalisation of the measurements; merely working in a knowledge-enhancing manner with a lack of action orientation might end up only a symbolic use of customer satisfaction measurements.

Integrating operational planning decisions throughout the forest products industry supply chain under supply and demand uncertainty

ABSTRACT In the face of both supply and demand uncertainty, the forest products industry needs advanced supply chain management models that can significantly improve their competitiveness in global markets. This paper aims to provide a decision support tool for integrating operational planning decisions with inventory management of all agents in a multi-product forest industry supply chain under supply and demand uncertainty. A pulp mill is considered as the nodal agent and an integrated simulation-based optimization model is developed, which minimizes the cost of the entire supply chain for different customer satisfaction levels, while material and information flow both upstream and downstream of the pulp mill. The incorporation of a merchandizing yard helps in managing risks associated with supply and demand uncertainty in the forest products industry supply chain. There is a net annual cost saving of $17.4 million by including a merchandizing yard in the supply chain. However, there is an increase in handling, holding and transportation costs. Comparing the shortage cost to the handling, holding and transportation costs, it is observed that as long as the shortage cost is above $6.80 per m3, it is viable to keep the merchandizing yard. The merchandizing yard not only absorbs supply shocks for the pulp mill, but also reduces the safety stocks on the downstream side. This integrated supply chain model can be used for operational planning decisions that minimize overall cost for any agent in the supply chain.

Do institutional investors pay attention to customer satisfaction and why?

Extant marketing, accounting, and finance research has neglected to examine the relevance of customer satisfaction information for institutional investors, despite their potential importance. This study develops and supports a framework suggesting that firms with positive changes in customer satisfaction are more attractive to transient institutional investors than to non-transient institutional investors. We also find that the impact of customer satisfaction on transient institutional investor holdings is contingent upon firm intangible asset intensity, product-market demand uncertainty, and financial market volatility. In addition, transient institutional investor holdings at least partially mediate the effects of changes in customer satisfaction on firm abnormal return and idiosyncratic risk. Thus, transient institutional investor investments represent a mechanism through which customer satisfaction affects firm value.

Is customer satisfaction a relevant metric for financial analysts?

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts respond to changes in customer satisfaction but not to the ACSI metric per se. Furthermore, the effects of customer satisfaction are asymmetric; for example, analysts are more willing to use good news (i.e. an increase in customer satisfaction information) than bad news (i.e. a decrease in satisfaction). Similarly, customer satisfaction reduces negative deviation more than positive deviation of the analysts' forecasts from actual earnings. Furthermore, the effects of customer satisfaction depend upon the base level of satisfaction that the firm has achieved. Finally, the effects of customer satisfaction on analysts' forecast errors differ across firms with volatile satisfaction scores and those with stable satisfaction scores. We discuss the implications of our results for marketers and participants in financial markets.

The impact of customer satisfaction on CEO bonuses

In this study, we build on prior research in marketing and executive compensation to show that customer satisfaction is a significant determinant of CEO bonuses. Findings demonstrate that the success of CEOs in managing customer satisfaction has a direct, personal, and economic impact in the form of their annual bonus awards. Our study contributes to research on the use of customer satisfaction information, marketing accountability, and marketing’s board level relevance. Our research also extends marketing theory by pointing to a previously unexamined role for marketing performance metrics.

Improving a quality system through a management process at Trane Thailand

The study deals with the improvement of a management process for Trane Thailand. A management process consists of performance measurement, analysis and improvement. The focus on this improvement deals with customer satisfaction information. It is part of the company's efforts to apply Thailand Quality Award. The methodology involves with the focus-group discussions and the applications of correlation analysis on customer satisfaction and its desirable impacts. The findings show that higher satisfaction on telephone and communication accessibility would lead to higher sale revenues from spares and parts within one quarter. There are three other interrelationships resulted from customer satisfaction. The implications from this study are customer satisfaction needs to be related to financial performance of an organisation for better understanding and information analysis. Finally, improving a management process is one of the key tasks in ensuring long-term organisational competitiveness and to prepare for the future award application.

Improving Data Quality, Accuracy, and Response in On-Board Surveys

Transit agencies conduct origin–destination on-board surveys periodically to gather information regarding travel patterns and demographic data of their users and to collect customer satisfaction information. These surveys constitute a highly valuable means of obtaining important information on an agency's customers to provide a basis for effective transit planning and for regional travel demand modeling efforts. This paper describes the application of innovative technologies in the data collection process to improve data quality, data completeness, and data collection management. This includes the simultaneous collection of boarding and alighting count data at the stop level using Global Positioning System–enabled personal digital assistants, association of distributed surveys to boarding locations, and a web-based sample and productivity management system. These technologies allow for automatic collection of boarding location, arrival and departure times, and transit trip times. An imputation procedure was developed to derive the most likely alighting location of each collected sample. Joint application of these technologies reduces survey length and thereby minimizes respondent burden.

Commentary—The Stock Market's Pricing of Customer Satisfaction

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACSI information using a more comprehensive set of well-established tests from the accounting and finance literatures. We find that ACSI scores provide some incremental information on future operating income and that the market quickly responds to the release of information on large increases in satisfaction. However, we find no evidence that ACSI predicts long-run returns. These results suggest that customer satisfaction information is value relevant, but they are also consistent with Jacobson and Mizik's conclusion [Jacobson, R., N. Mizik. 2009. The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. Marketing Sci. 28(5) 810–819] that mispricing of ACSI information, if present at all, is limited.

Information architecture: Data‐driven design: Using web analytics to validate heuristics system

Information architecture: Data‐driven design: Using web analytics to validate heuristics system

Internal supply chain performance measurement

The purpose of this article is to present one example of how the strategies of total quality management (TQM) and continuous improvement are being used by US health care providers to meet the challenges of the future. This article presents an application utilizing the strategies of TQM and continual and rapid improvement in the area of assessing internal customer satisfaction in the health care arena. Satisfaction information concerning internal processes is critically important to the health care provider, and this article presents the development and application of an instrument designed to provide timely and relevant internal customer satisfaction information to individual health care providers. This provides information on problem identification and improvement opportunities for a world-class continuous improvement program. The article finds that customer satisfaction is increasingly being recognized as an appropriate measure for determining how well a particular organization is accomplishing its mission and, while customer satisfaction surveys provide valuable information and may be used to improve the entire operation, they provide limited insight into the details of the inner workings of each cost center. Each of the measures discussed in this article is potentially equally insightful and may provide more directly usable information when applied to internal customers. This article provides useful information on providing customer satisfaction in the health care arena.

Understanding Firms’ Customer Satisfaction Information Usage

Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms’ customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms’ CSIU and compare the CSIU practices revealed in their fieldwork with widely held normative theory prescriptions. They also identify variations in CSIU among the firms in the fieldwork and uncover factors that may help explain the observed differences.

The impact of attitude strength on customer-oriented priority setting by decision-makers: An empirical investigation

A key question in marketing decision-making pertains to what makes decision-makers focus on various types of information in different ways. Particularly in relation to a key marketing and management variable such as customer satisfaction this is an important issue. Costly derived customer satisfaction measures need to provide customer-oriented guidance regarding where to prioritise. Traditional research on intelligence use has mainly focused on objective research attributes, such as research quality. In this article, however, we will adopt the idea that decision-makers weigh information differently based on their perception of its relevance. With respect to crucial customer satisfaction information this represents an exciting, but nevertheless unexplored field of research. The results of latent variable modelling show that the strength of decision-makers’ attitudes toward customer satisfaction leads to a differentiated usage of satisfaction intelligence. By taking this into consideration, management and intelligence providers will be able to more effectively disseminate customer satisfaction information and facilitate a more customer-oriented perspective within firms.

The effects of customer satisfaction measurement: the internal market versus the external market

Observes that while customer satisfaction measurement is currently one of the commonest prescriptions in both the marketing and management literatures, little attention has been paid to the effects of customer satisfaction measurement, particularly in terms of the impact on the internal market, i.e. the employees and managers inside the organization. Reports some of the findings of a recent study of the internal market effects of customer satisfaction measurement, and identifies a number of ways in which the use of customer satisfaction information may have negative effects within the organization, which may stand in the way of the implementation of market strategies of service and quality. This suggests a management agenda which extends far beyond the acquisition of customer satisfaction data and reporting systems, to consider the full impact of such measurement systems.