Customer Satisfaction Management Research Articles

Quality Management System vs. Maqasid Shariah Islamic Quality Management System vs. Customer Satisfaction

One of the main objective for implementing ‘Quality Management System’ (QMS) is to improve customer satisfaction. It is considered as the main agenda that has to be achieved within quality proliferation. This is crucial in relation to the fact that business output is much more profitable with more customer which lead to more profit. Hence, customer satisfaction is regard as top priority in QMS implementation. On the other hand, ‘Islamic Quality Management System’ IQMS based on Shariah guideline set the objective of the implementation as to achieve Maqasid Shariah, the preservation of religion, life, intellectual, progeny and property. Hence, customer satisfaction is not underlined within the Maqasid Shariah but it is meant to achieve the responsibility with respect to all human being and environment. Therefore the objective of this conceptual article is to highlight the differences in the main objective established within the Quality Management System of the contemporary practice in comparative to the Islamic practice. Scholars and practitioners opinions were analyzed on the bases of literature reviews on QMS and IQMS theories and implementations in which content analysis were conducted. Opinions and core standpoint on the themes of QMS, IQMS, customer satisfaction, Maqasid Shariah and Maslahah ‘Ammah were retrieved from library and website research. Descriptive analysis were performed on the basis of characteristics information on the main themes mentioned. Comparative analysis on the basis of contrastive thought and implementation between the Islamic and the conventional studies shows that the application of QMS comparatively with IQMS are undoubtedly based on two different sets of objectives. QMS drive satisfaction to the unlimited stage which lead to positive and negative consequences. On the other hand IQMS guided the producer to signify ‘maslahah ‘ammah’, the public interest to provide the best resources to the community that lead to the appreciation and ‘syukr’. In conclusion, IQMS views that production and customer satisfaction should be based on the category of consumption in accordance to the level of necessities ‘dharuriyyat’, needs ‘tahsiniyyat’ and complements ‘tazyiniyyat’.

ANALISIS HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN TERHADAP KEINGINAN PEMBELIAN ULANG, STUDI KASUS DI UNIVERSITAS BUNDA MULIA

<p>The purpose of this research is to obtain a better understanding of the relationship among customer satisfaction and customer loyalty to repurchase intention. One of the methods used in this paper is by surveying students (as customers) from 12 departements in Bunda Mulia University (UBM). The students have to fill in the questionnaires related to customer satisfaction, customer loyalty and repurchase intention concepts. A total of 232 students filled the questionnaires. The results support the conceptual model in demonstrating a strong relationship among customer satisfaction and customer loyalty to repurchase intention. One of the findings shows that the dimension of satisfaction does not directly support repuchase intention. This research adds to the body of knowledge related to customer satisfaction management.</p><p>Keywords : Consumer satisfaction, repurchase intention</p>

AMBIVALENT IMPACT OF CUSTOMER SATISFACTION ON FIRM VALUE IN EMERGING MARKETS: THE CASE OF KOREA

Many researchers report that American Customer Satisfaction Index relates significantly and positively to firm value. The purpose of this paper is to examine whether such relation holds in the emerging markets such as Korea. Our preliminary OLS analysis reports that Korean customer satisfaction is irrelevant to firm value. Quantile regressions, applied for further analysis, report that customer satisfaction can be detrimental to firm value if the firm is enjoying the higher kind of value. These results undermine efforts, on the theoretical level, to establish Customer Satisfaction Index as a consolidated firm-value indicator; furthermore, managerial efforts to boost up firm value by managing customer satisfaction lose ground in the emerging markets. This study also corroborates Reinartz and Kumar’s (2002) marketing insight that to satisfy customers, make them loyal, is trivial for profitability and firm value in Korea perspective. The practical implication of our finding is that the relation between customer satisfaction and firm value becomes more ambiguous, especially when it is considered in the emerging market contexts. It also provides management with a fresh new insight that they should take prudence when they increase expenses on customer satisfaction since it turned out to be not a “panacea”.

PENGEVALUASIAN KOMPARASI DARI EFEK SISTEM KONTROL MANAJEMEN MANUFAKTUR KINERJA SAAT OPERASIONAL DENGAN PROGRAM AUDITAN BERBASIS HISTORICAL COST BERPOSTULAT GOING CONCERN: MODEL PATH ANALITIS

Comparison of the Effects Evaluating Management Control System Manufacturing Current Performance Based Operational Program Audited Historical Cost that postuled Going Concern: Path Analytic Model. Faculty of Economics, University of Jakarta. 2016 This study uses a linear model of structural relations (LISREL) to investigate the influence of management control system (that is the objectives associated with quality, quality feedback and incentive-compensation) on the suitability of the quality and suistainability influence on the quality of customer satisfaction. Comparison management control on the spot with the results of normative audited based on historical cost with going concern postulated where the results show support for the theoretical framework that links objectives, feedback and incentives for quality conformance which is more optimal than the evaluation of past or simultaneously with current implementation. The results also demonstrate the suitability of which has a significant impact on customer satisfaction and also mediates the relationship between the management control system, audit results and customer satisfaction. Keywords: Management Control Systems, Manufacturing Performance, Program Audit, Historical Cost Basis, Going Concern, Path Analytic Model.

A NEW CUSTOMER SATISFACTION MANAGEMENT MODEL (METHODOLOGY AND PRACTICE)

Our paper summarizes several years’ research experience in the field of customer satisfaction management. The key statement in our paper is that there is a need for further developing the classical customer orientation theory and the corporate practice based upon it. Moreover, there is a need for consequent realization of complex customer management strategy according to satisfaction-oriented approach. This paper takes an exploratory look at the methods of measuring customer-orientation and customer satisfaction as well as customer value to improve customer relationship and increase customer loyalty. Our customer satisfaction management model is developed based upon research findings of customer satisfaction measurement in different industries. This complex model with process orientation is unique in the literature.

The identification of satisfaction drivers of vacation traveling tourists

Tourist satisfaction is an important component in management and marketing of tourism destinations and companies which perform their business activity within the tourism sector. Managing customer satisfaction is necessary in order to secure a long-term tourism development within destinations and profitable business of tourism companies in the long-term. Tourism is a complex business area and vacation traveling tourists use a great number of different services. Different services influence tourist satisfaction. The analysis within the paper considers the basic groups of services used by tourists before traveling and services used during traveling in order to determine their influence on satisfaction. The analysis has been performed based on empirical research and the usage of statistical analyses, such as confirmative factor analysis, SEM (structural equation modeling) analysis and t test for two independent samples. Service used by travellers before traveling and during traveling have been regarded separately. The analysis has been performed with vacation traveling tourists and the ones using services of tourism agencies. The selection of this category of tourists has been made in order for the analysis to encompass all the services from the moment of traveling decision making until the return from the voyage. Based on the analysis key satisfaction drivers have been identified. The paper also analyzes the difference between tourism satisfaction drivers of tourists which have used the service of the traveling agency for the first time and the tourists which have used these services mutiple times up to now.

Is Service Quality Going to Integrate Human Resource Management Practices (HRMPS) and Customer Satisfaction in Hotel Industry?

Is Service Quality Going to Integrate Human Resource Management Practices (HRMPS) and Customer Satisfaction in Hotel Industry?

A study about differentiated customer satisfaction management activation in accordance with customer types of traditional alcohol specialty store using IPA

A study about differentiated customer satisfaction management activation in accordance with customer types of traditional alcohol specialty store using IPA

An empirical research on customer satisfaction study: a consideration of different levels of performance.

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

The Impact of Competitive Advantage , Customer Satisfaction and Customer Relationship Management on Customer Loyalty : An Empirical Analysis of Banking Sector of Pakistan

The Impact of Competitive Advantage , Customer Satisfaction and Customer Relationship Management on Customer Loyalty : An Empirical Analysis of Banking Sector of Pakistan

Do Oilfield-Services Companies Strategically Manage Customers and Employees? Halliburton, National Oilwell Varco, and Schlumberger

Many companies try to simultaneously manage customer satisfaction and employee satisfaction, even though it may be difficult to do so. We examine three major companies — Halliburton, Schlumberger, and National Oilwell Varco (NOV) — in the oilfield-services sector to examine the level of consistency in their customer and employee orientation. These companies seem to have become more employee-focused than customer-focused over time. There seems to be diminished consistency in customer and employee focus. Based on empirical research we conclude this may hurt the long-term financial value of these firms. There are considerable implementation challenges in these companies to overcome barriers for consistency in customer and employee focus.

A Proposed Framework for Measuring Customer Satisfaction and Product Recommendation for Ecommerce

Ecommerce is a significant part in the global economy. Ecommerce websites users have high suppositions for the quality of products or services it provides, and if they are not met, the next ecommerce site is only a click away. Managing customer satisfaction, trust and loyalty of ecommerce services is very important for the long-term growth of many businesses. The tremendous growth of consumer-generated content on these sites has led to the development of big data analytics to solve real-life problems. This study aims to examine and demonstrate the utility of big data analytics to understand various important ecommerce-issues, namely the relationship between customer product reviews and satisfaction. Specifically, this study acknowledges semantic analysis and machine learning approach to a large quantity of consumer reviews to deconstruct consumer product reviews and examine its association with satisfaction ratings. This paper studies various approaches to build a framework for an ecommerce which is capable of assessing and modeling satisfaction of customers as well as deducing business intelligence for managers from online product reviews.

The impact of product superiority on customer satisfaction in project management

This paper investigates direct and moderating role of product superiority between project management and customer satisfaction. The data comes from customer satisfaction surveys conducted for a Fortune 500 company in building control systems industry. Data was aggregated over 18 consecutive months with 3129 surveys completed. Results showed that product superiority in project management has a significant direct impact on perceived customer satisfaction throughout the project. Furthermore product superiority somewhat strengthens the relationship between the project management stages and customer satisfaction. Due to this dual impact of the product superiority on the project management and customer satisfaction relationship, product superiority is a quasi-moderating variable in statistical terms. The results also suggest that product superiority, being a precursor for customer satisfaction, has lower impact on customer satisfaction than the actual project management aspect. This may be an indication of the higher service rather than product oriented nature of the system delivery projects.

Ecotourism Attractions, Level of Satisfaction and Management of Air Terjun Kembar in Kampung Anyar Village, Banyuwangi

Air Terjun Kembar (Twin Waterfall) in Kampung Anyar, Banyuwangi is an alternative tourist travel destinations around the Ijen crater. This study aims to determine the history, attractions, eco-tourism potential, the level of customer satisfaction and further management for the area. The method is carried out by semi-structured interviews, questionnaires based on the satisfaction level of Sapta Pesona (standard value) and SWOT Analysis to the management. These results indicate that previously Kembar Waterfall Kampung Anyar was used for water resources. Then, in 2014 began to be managed by the group of people in Kampung Anyar. SWOT analysis shows that the management is good. In some aspect however it needs to be improved. Keywords: Ecotourism, Kampung Anyar, Sapta Pesona, SWOT.

Customer Personality Taxonomy: A Theoretical Analysis of Customer Diversity Management in the Hospitality Industry

Development in Nigerian Tourism industry and the emerging shift toward the culture of leisure by most Nigerians have attendant challenges in management of customer satisfaction in hospitality industry. Cultural diversity combined with personality diversity calls for improvement of understanding of interface staff in hospitality based firms to enhance customer satisfaction. This paper presents a theoretical taxonomical analysis of customer personality typologies and further designs a framework of corresponding treatments for managing each identified and isolated personality, for effective customer satisfaction. The paper adopted the DISC framework to identifying and isolated four distinct personalities corresponding to: Expressiveness, Assurance, and Compliant personalities. The framework for managing DISC is FEAS, corresponding to Firmness, Expressiveness, Assurance, and Straightforwardness. The paper concluded that every unique personality typology demands an appropriate attention to achieve the customer expectation and satisfaction based on his uniqueness. Therefore, FEAS should be adopted to manage DISC in the hospitality industry.

MEASUREMENT AND MANAGEMENT OF CUSTOMER SATISFACTION OF NEW PRODUCT

MEASUREMENT AND MANAGEMENT OF CUSTOMER SATISFACTION OF NEW PRODUCT

VOC 기반 연관규칙 마이닝을 이용한 통신선로설비의 장애 예측

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.

Relationship quality and satisfaction: Customer-perceived success factors for on-time projects

Project managers have traditionally evaluated project success using the “iron triangle” of time, costs, and quality. In recent years, however, customer satisfaction and other client relationship attitudes have emerged as additional criteria in assessing project success. This paper explores the comparatively under-researched areas of customer satisfaction and client relationship quality in project management. Specifically, we differentiated between projects that were completed on-time and those that were not on-time. We then explored the drivers of customer satisfaction and relationship quality at different stages in the project for each respective group. Data was collected from 588 customers who had installed large-scale building service systems from a multi-national Fortune 100 firm. The results indicate that the drivers of customer satisfaction and relationship quality changed significantly, in both order and magnitude, during the course of a project depending on whether projects were delivered on-time or late. The changes in these drivers have important implications for project managers in keeping clients satisfied during the course of the project, and also in maintaining on-going relationships with the client in the future.

Impact of service attributes on customer satisfaction and loyalty in a healthcare context.

The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

The Effect of Consumer Relationship Management on Satisfaction and Loyalty: A Focus on Albanian Tour Operator Business

This paper examines the influence of Customer Relationship Management on customer satisfaction and customer loyalty in the Albanian Tourism Industry. Despite the fact that CRM positive influence on customer satisfaction is widely accepted as a rule of thumb, very little research has been done to further investigate on such a theory. Hence, the study tries to find out if an effective Customer Relationship Management strategy indeed influences customer satisfaction and loyalty. The empirical research attempts to unveil the relationship between Customer Relationship Management Effectiveness, customer satisfaction and customer loyalty by analyzing five CRM attributes, namely; Organizational commitment, Customer experience, Process-driven approach, Reliability and Technology Orientation. Results show that not all CRM features influence or equally influence customer satisfaction and loyalty. Furthermore, it proves that customer satisfaction is indeed a strong mediator of customer loyalty. Based on the results of the study, only organizational commitment, customer experience, process-driven approach and reliability influence customer satisfaction while only reliability positively influences customer loyalty. The hypotheses are tested using information collected from customers through structural equation model approach. The empirical results of this study have academic and managerial implications since they add to the existing body of knowledge and at the same time help CRM managers in the decision making process. DOI: 10.5901/mjss.2015.v6n2s1p635