Delivering Customer Satisfaction Research Articles

ENHANCING CUSTOMER EXPERIENCE THROUGH CROSS–FUNCTIONALCOLLABORATION

In today’s highly competitive business environment, delivering exceptional customer experienceisessentialforsustainingsuccessandbuildingbrandloyalty.Inthisstudy,welook at how cross-functional collaboration plays a key role in delivering superior customer experiences, specifically for Rane Corporation, one of the industry leaders in automotive.Bylookingatthe collaborative efforts across various departments such as Marketing, Sales, Product Development, and Customer Service, we can better understand the strategies, challenges and outcomes of aligning internal functions fordeliveringseamless customer experience. Ourkey findings highlight the importance of culture of collaboration, which breaks down silos and promotes communication and knowledge sharing between departments. Rane Corporation’s success in delivering customer satisfaction can be attributed to its cross-functional teams approach, where diverse expertise is brought together to address customer needs in a holistic manner. In addition, the study highlights the importance of technology in facilitating cross- functional collaboration, as it allows for real-time information sharing and analysis to enable betterdecision-making.Thesamplesizeis160.Thetoolsusedarenon-parametrictest(U-test, H-test, Chi-square, Correlation, Run test). Key Words—Cross functional collaboration, organizational analysis, customer experience

Analysis Of Customer Satisfaction With Packaged Drinking Water Products Using Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods

PT. XYZ is a bottled mineral water manufacturer in Gresik, striving to deliver customer satisfaction and stay competitive. This study aims to quantify consumer satisfaction with PT. XYZ's product quality. We collected data through a questionnaire and analyzed it using the Servqual method and Importance Performance Analysis (IPA). The questionnaire included nine quality attributes, categorized into five dimensions. IPA was utilized to prioritize service quality attributes. The Servqual method revealed a negative gap, indicating suboptimal service. The Cartesian IPA diagram highlighted two critical areas for improvement: enhancing staff interaction during service and improving personnel demeanor, specifically their politeness, and friendliness. These improvements are vital as they align with consumer expectations and are essential for enhancing overall service quality at PT. XYZ. Keywords: Service Quality, Importance Performance Analysis (IPA), SERVQUAL

Marketing Strategies in Delivering Customer Satisfaction: A case study of Nestlé

The success of a business depends on its use of marketing methods. Nestlé will always be prepared with comprehensive strategies to open a broader market to obtain customer satisfaction. This research aims to investigate the relationship between 4Ps marketing strategies including product, price, place, and promotion strategy with customer’ satisfaction. A total number of one hundred and sixty respondents who are Nestlé users participated in the survey to acknowledge whether those marketing strategies significantly affect customer satisfaction. Multiple linear regression was used to conduct hypothesis tests. The findings reveal that all elements of marketing strategies were significantly related to customer satisfaction. This research will provide some suggestions to increase Nestlé 's reputation and their customer satisfaction.

Innovations in the Indian Automobile Industry: An Industry Analysis of Maruti Suzuki India Limited

Purpose: The Indian automobile industry is adopting new technologies to upscale its business post-pandemic. Information centric technology plays a major role in the industry. Business automation refers to the use of software programs to automate monotonous operations, freeing up personnel for higher-value work. Business process automation, robotic process automation, and AI-powered automation are all included in this. Automobile manufacturers are not just limiting digital technologies to their factories and vehicles. They are trying to automate other aspects, such as dealership, sales, and customer service. The automobile industry is undergoing digital transformation at a very fast rate. The main reason for manufacturers to opt for digital transformation is savings on cost, customer retention, and scaling up operations. One such industry in the country is Maruti Suzuki India Limited, which has been integrating digital technologies into many parts of its supply chain in both urban and rural locations. With the purpose of identifying new skills, and investment opportunities, and finding contemporary solutions using data and breakthroughs in the fields of AI, IoT, and other associated technologies, the company recently dedicated almost 20 Crore towards digital transformation. Design/Methodology/Approach: Many digital initiatives are taken up by Maruti Suzuki India Ltd. to ensure that the customer journey is digital and self-service oriented. This paper highlights the paradigm shift in the business with respect to Maruti Suzuki India Ltd. due to its innovation. For the purpose of the study, secondary data is collected through various sources such as journals, research articles, newspaper articles and websites of Maruti Suzuki India Ltd. and other ventures. Findings/Result: The study highlights the innovative practices that have been adopted at Maruti Suzuki India Ltd. The paper explains how digital transformation acts as an enabler in improving the business of the company. The company has been able to predict and forecast its sales and achieve its targets because of digital transformation. The company provides maintenance of all vehicles across all segments – the secret being shifting focus from preventive maintenance to predictive maintenance. The company’s brand value and net worth have increased to unimaginable heights. Originality/Value: This paper studies the company’s overall performance in terms of delivering customer satisfaction to all its stakeholders. Paper Type: Research Case study based on Industry Analysis.

Management and economics of ornamental nursery

There has been increasing demand for horticultural crops more particularly fruit and ornamental ones in both urban and rural areas of India. With this, the demand for good quality planting materials has gone up and hence, the nursery business has developed rapidly in the recent years in our country. The project entitled “Management and Economics of Ornamental Nursery” is carried out with an objective to studycritical areas of management, cost and return structure and customer preference for purchasing ornamental plants. Annual total operating cost of Shrushti Nurserywas Rs. 16, 47,800. Amongst total operating cost maximum cost was incurred on Labour Charges is 72.82% followed by Input cost (11.23 %). Benefit cost Ratio of Shrushti Nurserywas 1.50 which is greater than one. It is implied that expenditure of Rs. 1 /- will fetch returns of Rs, 1.50 per annum. Certainly returns are comparable to returns obtained from any bank deposits or other guaranteed sources of income. Internal rate of return was 41%. It ensures that Shrushti Nurseryinvestment makes more money than its actual cost. Delivering customer satisfaction is the heart of modern marketing theory.Flowering plants are mostly purchased from the nursery.Maximum Variety and good product display are the reason of purchase of plants from Shrushti Nursery.

Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection. The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

Recommendations as personalized marketing: insights from customer experiences

Purpose – The purpose of this paper is an exploratory study of customers’ “lived” experiences of commercial recommendation services to better understand customer expectations for personalization with recommendation agents. Recommendation agents programmed to “learn” customer preferences and make personalized recommendations of products and services are considered a useful tool for targeting customers individually. Some leading service firms have developed proprietary recommender systems in the hope that personalized recommendations could engage customers, increase satisfaction and sharpen their competitive edge. However, personalized recommendations do not always deliver customer satisfaction. More often, they lead to dissatisfaction, annoyance or irritation. Design/methodology/approach – The critical incident technique is used to analyze customer satisfactory or dissatisfactory incidents collected from online group discussion participants and bloggers to develop a classification scheme. Findings – A classification scheme with 15 categories is developed, each illustrated with satisfactory incidents and dissatisfactory incidents, defined in terms of an underlying customer expectation, typical instances of satisfaction and dissatisfaction and, when possible, conditions under which customers are likely to have such an expectation. Three pairs of themes emerged from the classification scheme. Six tentative research propositions were introduced. Research limitations/implications – Findings from this exploratory research should be regarded as preliminary. Besides, content validity of the categories and generalizability of the findings should be subject to future research. Practical implications – Research findings have implications for identifying priorities in developing algorithms and for managing personalization more strategically. Originality/value – This research explores response to personalization from a customer’s perspective.

Empirical Study on Role of Customer Service in Delivering Satisfaction at Branded Retail Outlets in Pune

The aim of the paper is to determine the prominent factors that are important in delivering customer satisfaction at branded retail outlets in Pune. Secondary data has been collected through research reports and research journals related to human resource and retailing. Primary data is being collected through informal interviews and structured questionnaires administered to front end employees and customers visiting selected retail formats in Pune and Mumbai. Data was collected through a structured questionnaire administered to 200 respondents who visited the malls in the two cities. Factor analysis was carried out to analyse the data. The results indicated that caring, problem solving, committed and helpful salesmen play an important role in delivering customer satisfaction. Hence salesmen skills is important dor customer satisfaction. The research will help retailers in designing marketing programs that will help give superior customer service. Good service leads to customer satisfaction and retention and profits for the retailers. This will also help the retailers to have a loyal customer base.

E-Commerce: Leadership Creates a Culture of Happiness Delivering Customer and Employee Satisfaction

E-Commerce: Leadership Creates a Culture of Happiness Delivering Customer and Employee Satisfaction

Operationalising the Focus/Values/Purpose Matrix

PurposeThe purpose of this paper is to examine the Focus/Values/Purpose Matrix, first presented at the 2nd Northumbria International Conference on Performance Measurement which attempts to define three significant factors that contribute to the extent to which a library and information service organisation has a “culture of assessment” that informs its strategic planning, allocation of resources, and the use it makes of evaluation in these activities.Design/methodology/approachThe underlying assumption is that the ability of a library to understand customer requirements, and deliver high quality service is influenced by its commitment to a “culture of assessment”. This assumption, and the matrix itself have been tested empirically, and positive placement on each of the axes was shown to correlate with an enhanced ability to deliver customer satisfaction, as assessed by a SERVQUAL type gap analysis. In that research each organisation's placement on the axes was assessed using documentary evidence and interview data from each library. An attempt to determine placement on the axes using survey data was unsuccessful. Other instruments to evaluate an organisation's culture of assessment have been developed, but they are developed from a management perspective, and take a top‐down approach to organisational culture.FindingsThe study finds that a new survey instrument is being developed and tested, that attempts to translate the theoretical model of the matrix into a workable instrument which would measure these factors in a wider range of institutions, using an approach that is more integrated with the perspectives of staff at all organisational levels on the understanding that a culture of assessment must permeate all staff levels to be translated into service quality.Originality/valueThe newly developed instrument is intended to be administered to an organisation's staff, and attempts to capture the views, practice and culture of the organisation using statements about the personal and organisational value placed on evaluation, and knowledge of activities that demonstrate that measurement is incorporated into planning procedures. The instrument, which has been developed through a series of focus groups, and testing in six university libraries, and which has inbuilt checks for construct validity, and consistency, is now ready for testing in a larger range of libraries, and correlating with scores of customer satisfaction.

An empirical assessment of comparative approaches to service quality measurement

PurposeThe purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and engineering, as alternative approaches to the gap model.Design/methodology/approachThe empirical evidence is provided by large sample consumer data on the service quality for leading Indian commercial banks. The service quality evaluations obtained from these three distinct methods are compared and tested for their mutual agreement.FindingsFndings show that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality. But they should not be used in an interchangeable manner.Research/limitations/implicationsResearch shows that a single measure of overall service quality based on gap model is over‐simplistic. It would be more useful to explore a richer profile of customer service quality provided by different measurement approaches. Each methodology has its own advantages and disadvantages, and should be used based on its suitability for a particular application.Practical implicationsThis research offers profound practical implications. It offers managers with a framework of service quality improvement that measures service quality gaps, selects an optimal combination of attribute levels to deliver customer satisfaction, and focuses on reducing the future loss caused by poor quality.Originality/valueExtant marketing literature is replete with gap model applications for measuring service quality. Drawing from interdisciplinary literature, alternatives are provided to the traditional gap model, which show equally good measurement with greater suitability of application under certain conditions.

Branding in library and information context: the role of marketing culture

Branding is seen as one of the canons of the marketing doctrine. Although, there is extensive literature on services that deals measuring or delivering customer satisfaction in library and information settings, but not much of it addresses the issue of branding services. Branding culture has yet to be embedded in information service organizations. Internet is so trendy now a days that a growing number of non-industry players, like banks, insurance companies and trade associations, want to become Internet service providers (ISPs)-sort of. And, they have plenty of reasons to get involved. Developing a deeper relationship with customers is one. Then why information service providing organizations should be lagging behind than their other service counter-parts. But, the branding in library and information context involves a lot of challenging issues, as there are important differences between the execution of product and service brands. These differences revolve partly, at least around the fact that within a service profession the staff's relationships and interactions with customers play a pivotal role in influencing brand quality and brand values. Before going for branding of information products and services, organizations need to know their marketing culture as it assumes a paramount importance in defining consumer satisfaction and developing brand loyalty. This brings in forefront the issue of leadership and the awareness of staff about marketing theories and practices as brands just don't reflect the products/services but also creation of images and expectations in the minds of the consumer and most importantly represent the organization's promise to deliver consistently a specific set of benefits and services. Hence, information service organizations need to be very careful in designing their web sites and beware of over promising. The paper attempts to address what relevance does branding have in the marketing of library and information services. It further pinpoints the importance of marketing culture in branding. It also narrates briefly what Finnish library directors think about the role of their library websites.

ANALISIS PERILAKU KOMPLAIN KONSUMEN PADA KOLOM "REDAKSI YTH" SURAT KABAR KOMPAS PERIODE 1-31 MARET 2004

Every consumers that have problems need a solution, so companies should deliver a valuable product and minimize the problems. Some companies did not realize the importance of customer complain handling to deliver customer satisfaction. This study attemp to describe one of the customer complain "form" which is newspaper public complain to third party. This form of complain has a lot of information for companies, although not all of company notice. This study also shown that consumer complain is the result of accumulative disappointment to the product/company that has not been resolve.

Imperatives for Venture Success

This paper reports the findings from a qualitative study involving in-depth interviews with American and Canadian entrepreneurs who had conceptualized and started successful ventures. Respondents were asked to define venture success and then articulate the key imperatives for it. Respondents in this study defined venture success in terms of sales growth and profitability. The study confirms findings from previous studies, concluding that entrepreneurs' personal characteristics, including determination and commitment, work ethic, optimism, energy and fearlessness, are very important to venture success. Imperatives involving specific business activities and practices, including having the right idea/opportunity, the right management team, sharing rewards, and business planning, again, consistent with the literature, were confirmed as being important. However, three key imperatives rarely, if ever, cited in previous literature – focusing on the core business, staying close to the market and delivering customer satisfaction – were also articulated by the respondents.

Branding in library and information context: the role of marketing culture

Branding is seen as one of the canons of the marketing doctrine. Although, there is extensive literature on services that deals measuring or delivering customer satisfaction in library and informat...

Quality management framework for a virtual enterprise network: a multi‐agent approach

Globalization and the borderless marketplace have created an opportunity for companies to come together to work on projects that could otherwise not be completed through the efforts of one or two companies acting independently. The formation of virtual enterprise networks combines the advantages of the various core competencies of members of the network to deliver customer satisfaction. Virtual enterprise networks consist of several firms that can be geographically dispersed, and that might be technically disparate in terms of system platforms. Coordination among members of the network and the the transfer of quality products and services among members of the network are the key factors in achieving success. The proposed framework presented in this paper utilizes a multi‐agent model to monitor quality within a virtual enterprise network to ensure that the processes among members run smoothly and efficiently.

Customer satisfaction and profitability: A reappraisal of the nature of the relationship

Delivering customer satisfaction is at the heart of modern marketing theory. There is growing research evidence of the beneficial effects of customer satisfaction in terms of both behavioural outcomes such as loyalty, and performance outcomes such as profit. At the same time, a number of commentators are questioning the value of merely satisfying customers and focusing attention instead on the idea of customer delight. Implicit in these debates is the idea that the assumption of a simple linear relationship between satisfaction and relevant outcomes may no longer be appropriate. Using data from the American Customer Satisfaction Index (ACSI) and firm-level performance, this paper re-examines the nature of the relationship between satisfaction and performance with the specific objective of examining the extent to which such relationships may be non-linear. The results contradict the presumption of non-linearity and suggest that, at least over the observed range of satisfaction scores, the assumption of a linear relationship is acceptable.

Market-Led Culture and Competitive Advantage: A Case of Siemens BCS UK Telecommunications

ABSTRACT The purpose of this paper is to formulate hypotheses on which to carry out empirical research into market-led service strategies that can provide organisations with competitive advantage. The primary objectives are summarised as follows: 1. How service strategies affect the competitiveness of service organisations. 2. How changes in culture within service organisations influence customer satisfaction. 3. How market-led strategies lead to competitive advantage and the achievement of business goals. It is necessary to compare opinions of customers, employees, and managers with the theoretical research to improve customer service and enhance the market position of Siemens BCS. The theoretical method focuses on the following three specific areas: the involvement of the customer in the provision of exceptional service; the culture of the organisation in delivering customer satisfaction; how market-led service strategies help to beat the competition. This is particularly important to Siemens BCS becaus...

Combining Service and Sales at the Point of Customer Contact

In this article, the authors examine the organizational factors contributing to the successful commingling of employee service and sales responsibilities at the point of customer contact. Findings indicate that the key to successful commingling is a balanced orientation among customer contact personnel where their service and sales roles are viewed as complementary rather than contradictory. To ensure this, the organizational environment must support both service and sales roles, or it might run the risk of encouraging the cross-selling of additional products without creating employee concern for delivering customer satisfaction. In addition, the performance of both service and sales roles in an environment that is not conducive to these roles appears to adversely affect contact employee levels of felt stress.

The effect of internal marketing on organisational commitment among retail bank managers

This paper examines internal processes associated with delivering customer satisfaction focusing particularly on the relationship between the nature and extent of internal marketing and its outcome in terms of the level of organisational commitment on the part of employees. The concepts of internal marketing and organisational commitment are discussed, suitable measures are identified and research is conducted among managers of a retail bank. The findings confirm a significant relationship between internal marketing and organisational commitment. The relationship of internal marketing is most significant with the affective dimension of organisational commitment. Limitations of the research are noted and directions for future research are indicated.