Customer Satisfaction Survey Research Articles

Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study

ABSTRACT An effective strategy for offering services characterized by adequate levels of quality is to investigate on the single service aspects, to verify what needs to be improved or maintained, and what does not need particular resources. In this paper, we want to provide a practical instrument for investigating airport transport service quality, based on the opinion expressed by a sample of passengers. The case study is the International Airport of Lamezia Terme, a peripheral airport placed in the south of Italy; the data were derived from Customer Satisfaction Surveys conducted during 2015–2016. We propose a modification of the well-known Importance-Performance Analysis (IPA), by adopting as importance the weights determined through a Structural Equation Modeling (SEM) approach, and by plotting the gap between importance and performance on a visual graph, that we hold as easier to be read and more intuitive than the one used in the traditional IPA. The results obtained by the proposed Gap Importance-Performance Analysis (Gap-IPA) suggest that the attention of the airport operator should focus on the service aspects related to cleanliness. Besides, the methodology can show which aspects should be kept under control for avoiding to become critical issues of the service.

Case Studies, Trade War Impacts Between USA And China : The Decline Of Cotton Carded Yarn 32/1 Selling Volume To China On Dan Liris Incorporation

This study aims to describe the prospect of the trend of export sales volume of 32/1 cotton carded yarn in PT Dan Liris. In 2018, the volume of exports of 32/1 cotton carded yarn to China dropped dramatically to zero orders. In addition, research on the decline in the sales volume of exports of 32/1 cotton carded yarn to China aims to find out deeply the flow of the company's external factors, namely trade war which caused a decline in the volume of export sales to China at PT Dan Liris. The method used in this study is a mixed method by providing an overview of the problems that occur in the PT Dan Liris company. The analytical tool in this study is the trend analysis technique by giving an overview of the trend in volume and the prospect of possible future export volumes of yarn products. The results of the analysis of the data obtained are the volume of export sales of PT Dan Liris yarn to China that are upside down or unstable. This study also succeeded in revealing that the existence of external factors in the trade war that occurred between the United States and China was very detrimental to the company in terms of income and continuity of production. Based on the results of the analysis of the data, the authors then conducted a SWOT analysis matrix as the company's alternative. The author suggests 12 new strategies that can be done by PT Dan Liris such as PT Dan Liris can take action by utilizing promotional services either online or offline, conducting research and analyzing the development of buyer countries related to economic issues on a regular basis, as well as the likely impact on the company. A survey of customer satisfaction and attention to employee welfare is also very important to maintain the integrity of the company. Keywords: Sales Volume, Trade War, Company Integrity.

THE ASSESSMENT OF COMPANY PERFORMANCE USING BALANCE SCORECARD ANALYSIS

Currently, the performance analysis of a company is the most needed thing in achieving the vision and mission of the organization. The purpose of this study is to determine the company's performance in terms of financial and non-financial performance using the Balanced Score Card approach through four perspectives, namely: (1) finance, (2) customers, (3) internal business, and (4) growth and learning. . The data collection method was done by qualitative and quantitative. The results of this study note that the performance of PT. Contractor Company Tbk, Tbk has been very good. From a financial perspective, it can be seen that the company's ability to guarantee short-term and long-term debt is quite good and the company's ability to get a good profit, as seen from the value of the Net profit margin. From the customer perspective, the results of the customer satisfaction survey are quite good. The level of employee satisfaction is quite good. As for the internal business, the effectiveness of the use of operating expenses was successfully realized by the company.
 
 Keywords: Company Performance, Balance Score Card

Pengembangan aplikasi raspberry pi sebagai mesin survei kepuasan pelanggan

This customer satisfaction survey machine was created to facilitate the survey process that will be used in the framework of the feedback process. This feedback is used as an evaluation material to continuously improve servants. This machine is made of Raspberry Pi as a mini personal computer (PC), which is equipped with a push button switch button as a survey input, as well as a 32 inch TV screen as a display. The programming language used is python, with Graphic User Interface (GUI) using Tkinter programming. From the survey engine, it can be seen a report on the number of respondents taking the survey. In addition, this tool can record survey data and present it in graphical form as a report.

Analysis of Customer Satisfaction with the Quality of Services of an Inspection Body

Introduction: One of the basic principles of quality management is customer orientation. The most convenient method of monitoring and measuring customer satisfaction is a customer survey. Literature review showed a lack of information on the analysis of consumer assessment of the quality of services in the field of ensuring sanitary and epidemiological well-being of the population. The purpose of the study was to substantiate measures for optimization of the quality management system (QMS) based on the analysis of consumer (customer) satisfaction with the quality of services for the conduct of sanitary and epidemiological expert examinations (hereinafter referred to as examinations) rendered by the Inspection Body of the Moscow Center for Hygiene and Epidemiology, Federal Budgetary Health Institution, with the exception of its branch offices in administrative districts, including those rendered for provision of government services by Moscow Rospotrebnadzor Office. Materials and methods: A special questionnaire was developed to study customer satisfaction with the quality of services rendered by the Inspection Body and the total of 510 questionnaires was analyzed in 2019 using statistical, sociological, and logical methods of research. The results of the survey showed that the customers were generally satisfied with the quality of services provided by the body. The data on priority factors determining the customer’s choice of an institution for conducting expert examinations were collected. The need to optimize the information component of the official website about the services was identified. The importance of developing remote interaction with customers, including that through the official website, was established. Introduction of a systematic monitoring of customer satisfaction including electronic questionnaire-based surveys was proposed. The expediency of optimizing the procedure for preparing expert opinions based on the results of laboratory tests, which would improve the quality and shorten the time for conducting examinations, was established. Conclusions: The survey of customer satisfaction with the quality of expert services rendered by the Inspection Body of the Moscow Center for Hygiene and Epidemiology revealed the determinants for choosing the institution, the necessity to develop information technologies for interaction with customers, and the factors showing the importance of improving the QMS procedure for conducting expert examinations of laboratory test results.

The Colotop function in the prevention and treatment of chest wrinkles

The literature presents a lot of information about the aging of the face, but almost nothing about the aging of the chest, not even about innovative products to combat this reality that affects women. The objective of this study is, exactly, to seek to show why the skin ages, the relevance of the care to be taken by women to prevent the aging of the skin of the chest and the role of the Colotop textile product in preventing and combating sleep wrinkles. This study includes research conducted by the company during the testing period (pre-launch of the product), as well as customer satisfaction survey conducted two years after the product in question is on sale in the market. As it is an innovative product, the study also heard the opinions of dermatologists. It is concluded that, if it is impossible to prevent aging of the skin, it is feasible to seek good practices in healthy habits, care, products and treatments that prevent or soften this aging, keeping the skin of the chest young for longer.

THE EFFECT OF PRODUCT QUALITY AND PRICE ON SALES IN “SAPARDI” BAKSO IN GAYUNGAN JEMUR

This research is a quantitative study that aims to answer the question of whether product quality and price affect the sales level of the“SAPARDI” meatballs in Jemur Gayungan street. This research uses thequantitative method with a customer satisfaction survey approach. The sampling technique in this study was purposive sampling, with 78 respondents.Data collection technique used questionnaires and were processed usingSPSS statistics 16. The results showed that the quality of the product had apartially positive but not significant effect, meaning that it had an effectbut it was very small and it was necessary to make creative ideas for itsproducts. Price has a positive and significant effect, meaning that price isone of the reasons customers buy Sapardi meatballs. There is a simultaneous influence between product quality and price variables on the SalesLevel of the “SAPARDI” Meatballs in Jemur Gayungan but the effect is nottoo significant, so it is necessary to do further research using other variables.

PREDICTING CUSTOMER LOYALTY LEVELS OF PROFESSIONAL CUSTOMERS: THE CASE OF BALKANS

The paper presents the results of customer satisfaction survey in the auto spare parts industry through the presented analyses conducted in period from 2015 to 2018 on a sample of 3269 professional customers of a company that operates in the region of Balkans: Bosnia and Herzegovina (BIH), Republic North Macedonia (RNM) and Serbia (SRB). The Categorical Regression Analysis (CATREG) was used as a method of predicting the level of customer loyalty by combining variables from the survey-questionnaire with regard to the relationship between the sales staff and the characteristics of the products themselves. The study identifies that for BIH the range of goods, delivery and the price and quality ratio have the greatest impact on customer loyalty, for RNM the assortment of goods, delivery and manner of resolving complaints, while in Serbia the delivery of goods and the resolution of complaints, have the greatest importance in anticipating the level of loyalty of customers.

Effectiveness of Electronic Customer Satisfaction Survey in Luxor and Aswan Hotels

Electronic Surveys have become one of the recent technological tools used in the hospitality industry. Online customer satisfaction review is a significant type of electronic surveys utilized by marketing departments in hotel establishments. The research aims at identifying the main advantages, disadvantages, and effectiveness of applying an electronic customer satisfaction survey. Seven 5-star hotels in Luxor and Aswan have been selected as the research sample, representing 58.5% of the total number of 5-star hotels in Luxor and Aswan. A questionnaire has been distributed among 35 employees working in the marketing department of the visited hotels and an interview has been conducted with 21 managers working in related departments in the investigated hotels. Advantages are summarized in the fast and easy access of guests, prompt and fast analysis of staff to the survey. On the other hand, disadvantages are briefed in the high cost of installing online systems and the ignorance of some staff and guests in using them. Egyptian Hotel Association, in collaboration with hotel properties, should provide technical assistance for installing an obligatory electronic customer satisfaction survey in Egyptian hotels, including Luxor and Aswan hotels. Finally, hotels have to assign technical staff for installing such a system with a follow-up agenda and provide training sessions to their staff to teach them the knowhow of operation.

Public transport usage among university students: what to expect based on customer satisfaction survey (CSS) analysis

Pesquisas de Satisfação do Consumidor são ferramentas valiosas tanto para gestores públicos quanto para empresas de operação. Estas fornecem informações úteis para a compreensão das necessidades dos usuários de transporte público, para a definição de objetivos mais efetivos e para fazer investimentos mais assertivos. Na literatura, a combinação de segmentação de mercado e a comparação entre satisfação e importância relativa foi poucas vezes estudada. Este estudo investiga a tendência de adoção contínua do transporte público entre alunos universitários de Curitiba por meio de hábitos de consumo, satisfação, importância relativa dos fatores componentes e análise de GAP. De modo geral, os resultados não indicam uma intenção do grupo estudado em continuar usando este modal de transporte. No entanto, se motivados corretamente, estudantes podem se tornar mais facilmente agentes de mudança e podem afetar positivamente as intenções comportamentais em relação ao transporte público.

Accounting Firm Customer Satisfaction Survey

Competition on the market means that the accounting firms that wish to maintain their position on the market, must seek ways to convince their customers that the services they offer are competitive to those offered by their competitors. An accounting firm must convince the company that it will meet all its needs and it will quarantee proper quality. This article aims to identify the factors determining the quality of services provided by accounting firms. The first part of the study contains a review of the literature on service quality and satisfaction as an important factors of its development. The second part contains the results of an anonymous survey conducted among the companies that benefit from accounting outsourcing. The five-level Likert scale was used in the questionnaire. The survey indicated that the respective factors affect the quality and satisfaction of accounting services provided by accounting firms to a different extent.

Accounting Firm Customer Satisfaction Survey

Accounting Firm Customer Satisfaction Survey

Communications with Customers in the Service Industry: A Case of Service Sales Manual Development

Objectives: This study aims to introduce a development case of empirical service manuals utilized by service corporations and help service managers and leaders for their future effective management on moment of truth (MOT). Methods: In order to develop a duty-free service manual, the 2019 MOT monitoring evaluation, customer satisfaction survey, voice of customers, and a previous service manual developed in 2013 were analyzed. The requirements of executives and managers were taken into consideration. The service standards were set with the cooperation of subject matter experts, and the contents of the service manual were revised to reflect the opinions of employees. Results: The standard behaviors and guidelines at each stage of the sales process were organized, and the best cases for sales conversations were shared at the first and the second workshops. The developed service manual was distributed to the division managers and the sales directors, and training was provided for effective use of the manual. Conclusions: The developed manual is used for the employees to teach them about the service process and customer service skills during their customer satisfaction training and the new employee training. A developed service manual should be utilized by employees not only published as a booklet. In order to promote the implementation of service manuals in a real MOT, the continuous monitoring of employee’s behavior according to the service manual and immediate feedback on employee performance are required.

Customer Satisfaction and Public Service Delivery: The Case of Dire Dawa Administration

The issue of service delivery is becoming a global concern that demands continuous reform to fit the turbulent environment and changing customer needs. Efficient and effective services delivery is now a prominent agenda of most countries including Ethiopia. The demand for effective and efficient delivery of services requires fundamental change involving both institutional and cultural changes. Hence, measuring the level of satisfaction provides an indication of how successful organizations are at providing services, and is taken as effective outcome measure. Several researches have been conducted on the subject matter; however, most of them were focusing on private sectors such as insurance, hotel, bank and the like. Few are studied on public service organizations. Moreover, so far no study has been conducted that critically analyzes the state of customer satisfaction on service delivery of public service organizations in Dire Dawa Administration. The purpose of this study is therefore to assess customer satisfaction on service delivery of public service organizations in Dire Dawa Administration. To this effect, four research questions were employed to guide the study. These were: 1) what are the levels of customer satisfaction of public service organizations in Dire Dawa Administration? 2) What are the extents of the service delivery process in public service organizations (in terms of Assurance, Reliability, Tangibility, Empathy, and Responsiveness)? 3) What are the relationships between service delivery dimensions and customer satisfaction? 4) What are the major problems that exist in the service delivery process of public service organizations in Dire Dawa Administration? In addition, two data gathering techniques: systematic random sampling and purposive sampling were used to obtain relevant data required for the study. In the primary data gathering technique, questionnaire that were designed and distributed to customers and employees were used. For further elaboration, key informant interviews were conducted with selected officials from the sample organizations. Secondary data from different sources were employed. The data gathered from both primary and secondary sources were analyzed and presented using descriptive and statistical methods such as means, frequencies, percentages, tables and charts. The results of the study indicated that the five service delivery dimensions and customer satisfaction were positively correlated; the general level of customer satisfaction and the service delivery dimensions were moderate. The major challenges in service delivery such as lack of skilled and experienced leadership, inability to lead and make decisions strategically, inconsistent follow up and monitoring, absence of regular consultation with customers and stakeholders, prevalence of corruption and rent seeking activities and behavior, lack of motivation and service mentality, ineffective automation, absence of timely revision of rules and regulations; lack of cooperation and integration among stakeholders, inefficient and inappropriate grievance handling systems, mismatch between demand and supply in water, health and electric services, and absence of conducting customer satisfaction surveys scientifically were thoroughly identified. Finally, based on the analysis and conclusions, possible recommendations were suggested for alleviating the major challenges of service delivery processes in the study area. Key Terms : Customer Satisfaction, Service Delivery, Public Service Organizations. DOI : 10.7176/PPAR/10-7-02 Publication date :July 31st 2020

Measuring Service Quality’s Impact on Customer Satisfaction in the Hotel Enterprises of Islamabad: Assistance with Five Dimensions

With the arrival of new government several novel policies are being made for the development of tourism in Pakistan, for this hotel industry can prove to be an emergent growing service sector with huge potential in Pakistan in coming decade. So far, it has already been an industry of exceedingly matured development. However, with the increase of the competition not only locally but globally, hotel industry of Islamabad must put forward good quality services to its customers since it is a well understood phenomena that service industry is viewed as a measure for market modernization. Several researches on service industry focus on the measurement of service quality. For hotel industry, which is one of general services industry, a methodically theoretical study about the hotel service quality management is having an important effect on the growth factor. This study proposes a method to evaluate the hotel service quality in Islamabad. Consequently, this study dedicates on evaluating the hotel service quality based on a survey of customer satisfaction. For conducting study Serena and Marriott Hotel International had chosen that are located in Islamabad, Pakistan.

An online survey for the quality assessment of airlines' services

The growing competition between the airlines has driven them to customer centered strategies. Knowing how users evaluate the quality of service is important to direct the marketing strategies. Customer Satisfaction Surveys (CSS) are carried out just for this purpose. This paper aims to define how the design of a CSS questionnaire should be conducted. After a preliminary draft of the questionnaire, a panel of experts was contacted for collecting suggestions to improve it. People who travelled by air were requested to evaluate some aspects of the services provided by the airlines. Two different evaluation scales were adopted: one for asking a judgment about the quality of each service aspect, and one for asking a level of satisfaction with it. Then, a Pilot Survey (PS) was launched to refine the survey design and to verify the convenience of using two evaluation scales and/or to define the best scale to be adopted. Finally, the results registered from the large-scale survey revealed that the use of both the evaluation scales is convenient and useful for discovering the different perceptions of users and specifically their satisfaction level in relation to their judgments on each service aspect.

Public Satisfaction on Water Utility Services in an Urban Community

Water utility service is a fundamental service in urban society. Urban citizens expect a high quality of service that made the service provider company should be responsible to provide it. This study aims to examine service quality of water utilizes services which are delivered by the Regional Water Supply Company (RWSC) in the City of Makassar, Indonesia. The method used in this research is the quantitative method through a customer satisfaction survey. The research conducted in the Regional Water Supply Company (RWSC) of Makassar, precisely in four regions. The study employs a stratified sampling method based on regions and the number of the population is 163,549 customers. This study applies 95 percent and margin error is 5 percent which means the number of samples is interviewed not lower than 384 respondents. The data was collected through face to face interviews with questionnaires. The data obtained from the field is processed using a technical analysis of descriptive statistical data. The result shows that the customers of water utility services have moderate satisfaction where technical services are far better than non-technical services .

Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes

As the competition between airlines grows, their customer-centered strategies are becoming increasingly popular. In this context, the marketing strategies are the result of investigations carried out directly on users, usually through the Customer Satisfaction Surveys. Investigating on airline passengers’ preferences represents a useful action to pursue the most convenient strategy for increasing their satisfaction and improving the provided service. With this aim, we propose the design of a Stated Preference survey and the preliminary outcomes obtained from the analysis and modelling of the collected data. A deep study of the literature review drove us to consider the land services separately from the air ones. Even if the travel experience of an airline passenger starts at the airport, only the services provided by the airlines are the object of this study. The Stated Preference survey was designed with the aim to capture the passengers’ desires on airlines’ services by proposing hypothetical scenarios to them. The survey was addressed to the whole population of the University of Calabria (Italy). A sample of 1907 survey responses was obtained. For analyzing the collected data, discrete choice models have been calibrated to obtain the weights assigned by users to each service quality aspect included in the experiment.

Pharma Collaboration for Transparent Medical Information (phactMI™) Benchmark Study: Trends, Drivers, and Value of Product Support Activities, Key Performance Indicators, and Other Medical Information Services: Insights from a Survey of 27 US Pharmaceutical Medical Information Departments.

A benchmarking survey was conducted by the pharmaceutical collaboration for transparent Medical Information (phactMI™) consortium, with the goal to capture insights from the 27 member companies and their medical information organizations. phactMI™ Benchmarking Committee delivered an electronic survey to 27 United States (US) member companies' Medical Information (MI) departments between December 12, 2017 and February 20, 2018. The survey consisted of approximately 300 questions, divided into 9 topics which included multiple choice and open-ended questions about the following categories: medical information support provided based on different product lifecycles, key metrics measured to assess department performance, and other key services provided by medical information groups. The extent of MI product support varied across the lifecycle of a product. Most companies provided MI product support throughout the product lifecycle starting from investigational all the way through mature; however, the extent of activities varied. The top key performance indicators (KPIs) that were reported to senior leadership included response turnaround time (59%) and inquiry volume (48%). Among the 27 companies, 85% noted using customer satisfaction surveys administered via links within written response documents and 52% verbally via the company's call center. Other services with which MI groups noted most involvement included congress booth support (100%), insights/metric reporting (96%), and training the sales force on the MI function (74%). Additional services included payor support clinical pathway submissions (22%), presenting at advisory boards (22%), and competitive intelligence (26%). The results of this survey provide pharmaceutical MI groups with opportunities to consider services or activities that could enhance the support these groups provide to their customers and business partners.

The Evaluation of Customer Satisfaction Survey Follow-Up in LPPOM MUI

Customer satisfaction survey is a standard method used by service providers in order to obtain feedback from the customer as well as close the gap between customer expectation and perception of service quality. Feedback from customers can make them possible to define the level of quality of service by themselves. If a service provider can satisfy its customers, it means that it will retain its customers. LPPOM MUI, as an authorized halal certifying body in Indonesia, has conducted a customer satisfaction survey three times from 2015 up to 2017. After conducting the survey, LPPOM also performed a follow-up based on the result of the survey. The purposes of this research are (1) to get to know about the follow-up of customer satisfaction evaluation of LPPOM MUI, (2) to analyze the impact of the follow-up implementation progress versus re-evaluation by LPPOM MUI’s customer group on the follow-up, (3) to provide recommendation(s) if the customers perceive the follow-up implementation still does not fulfill their service quality expectation. The methods used were a qualitative analysis based on the follow-up of LPPOM MUI’s customer satisfaction survey versus re-evaluation on LPPOM MUI’s seven customer groups on the follow-up. The result shows that all quality service attributes need improvement to meet customer expectations. They are namely 1) the ease of contacting the Call Center 14056 or LPPOM MUI, 2a) The availability of notification if any change or dysfunction of CEROL SS-23000 and 2b) replying time to customer email (3a) Dealing time to halal certification process (3b) dealing time to post-audit stage (3c) Dealing time to LPPOM MUI approval of new material of the company. Keywords: service quality, customer satisfaction survey, follow-up, LPPOM MUI, re-evaluation