Monitoring Customer Satisfaction Research Articles

EmoTwiCS: a corpus for modelling emotion trajectories in Dutch customer service dialogues on Twitter

Due to the rise of user-generated content, social media is increasingly adopted as a channel to deliver customer service. Given the public character of online platforms, the automatic detection of emotions forms an important application in monitoring customer satisfaction and preventing negative word-of-mouth. This paper introduces EmoTwiCS, a corpus of 9489 Dutch customer service dialogues on Twitter that are annotated for emotion trajectories. In our business-oriented corpus, we view emotions as dynamic attributes of the customer that can change at each utterance of the conversation. The term ‘emotion trajectory’ refers therefore not only to the fine-grained emotions experienced by customers (annotated with 28 labels and valence-arousal-dominance scores), but also to the event happening prior to the conversation and the responses made by the human operator (both annotated with 8 categories). Inter-annotator agreement (IAA) scores on the resulting dataset are substantial and comparable with related research, underscoring its high quality. Given the interplay between the different layers of annotated information, we perform several in-depth analyses to investigate (i) static emotions in isolated tweets, (ii) dynamic emotions and their shifts in trajectory, and (iii) the role of causes and response strategies in emotion trajectories. We conclude by listing the advantages and limitations of our dataset, after which we give some suggestions on the different types of predictive modelling tasks and open research questions to which EmoTwiCS can be applied. The dataset is made publicly available at https://lt3.ugent.be/resources/emotwics.

Exploring Satisfaction as a Mediator and Moderator of Customer Loyalty in Islamic Banking

This study was conducted to analyze the drivers of loyalty within the context of Islamic banking. Service quality, trust, and satisfaction were examined as exogenous variables influencing loyalty. Furthermore, this study adopted a comprehensive approach by investigating the role of satisfaction as a moderator and mediator in this relationship. The results showed that the exogenous variables significantly impacted loyalty and satisfaction, as well as moderated and mediated the links between service quality, trust, and loyalty. The implications were substantial, particularly for Islamic banks and regulatory authorities. To effectively retain customers in the face of competition, banks prioritized initiatives aimed at enhancing service quality, fostering trust, and monitoring customer satisfaction. Additionally, regulatory bodies contributed by formulating supportive policies and programs that encouraged these practices. The study also challenged conventional perspectives by conducting a thorough analysis of the multifaceted roles played by customer satisfaction, contributing to a framework for optimizing loyalty through quality and trust. Future analysis could build on the insights generated, analyzing the dynamics of customer relationships within the Islamic banking sector. This timely study elucidated pathways for sustaining the growth of Islamic banking.

Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach

Monitoring customer satisfaction in the airline service industry is critical for improving service quality and meeting consumer expectations. Modern and comprehensive quality of service measurement tools offer firms critical information about how consumers perceive quality and their service quality expectations. It is vital to assess service quality in airline transportation, which is becoming more popular in comparison to other modes of transportation, resulting in increased competition. Businesses should know their clients well and make adjustments by properly analyzing their expectations if they want to compete in the market and enhance the quality of their services. As a consequence of this, we decided to utilize a model called the analytical hierarchy process (AHP) in order to determine how passengers in Saudi Arabia evaluate the level of service that is offered by airlines. Using the analytic hierarchy process (AHP) approach to model the five SERVQUAL dimensions and 22 sub-criteria, the purpose of the study effort was to determine the criteria for improving airline services. For the purpose of the study, the service from three different airlines was chosen and assessed based on their overall quality performance. Systematically, the AHP-based approach is presented for rating the airlines according to the Saudi aviation services. According to the observations, airlines should focus more on reliability, assurance, responsiveness, and empathy and less on tangibles. The sub-criteria also state that the airlines’ top aim should be to deliver accurate services on the first try. According to the AHP analysis, Saudi Airlines ranked first, followed by flynas and then flydeal. The findings of this study have consequences for decisions about the effective monitoring of the total airline system in order to enhance the delivery of high-quality services that would increase customers’ pleasure, which is the aim of airline services.

Tools for Monitoring Customer Satisfaction with Vehicle Quality

Tools for Monitoring Customer Satisfaction with Vehicle Quality

Стандартизация социального управления

The article presents the results of the analysis of the current system of national standards of the Russian Federation, carried out in order to identify the level of standardization of social management. The areas of management related to the consideration of issues of standardization of regulation of social relations are identified: quality management, business continuity, sustainable development, organizational culture and knowledge, risk. The elements of social management that are most often used in the standards are described: characteristics of the state of subjects of social interaction, methods and techniques of social management. The orientation of standards on social management is considered from the position of referring to its main procedures: goal formation, decision-making, organization of social action, analysis of results. Within the framework of each procedure, an analysis of the standardization of its operations was carried out, which made it possible to determine the overall level of standardization of social management and conclude that the standards focus on such elements of social management as regulating the relationship of the organization with stakeholders, human resource management, monitoring customer satisfaction, training and use of personnel, leadership development.

Satisfaction as the key to attracting clients of beauty salons

There are certain common features between satisfaction and loyalty. Satisfaction is a necessary, but not sufficient, condition to build loyalty. The level of customer loyalty also depends on many other factors, including the type of industry, product and personality of the client. The aim of the article was to answer these questions: Does the satisfaction achieved by the client as a result of the service provided to them guarantee their loyalty? Do beauty salons monitor customer satisfaction? Why is satisfaction monitoring so important? The presented results focused on customer satisfaction monitored by beauty salons.

Evaluation of the quality of clinical laboratory services in the University Hospital of Kinshasa, Democratic Republic of the Congo

The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians and to identify factors associated with satisfaction and priorities for quality improvement. A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority. The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I = 0.944, P = 4.7), laboratory turnaround time (I = 0.932, P = 4.8), and availability of all the tests requested by physicians (I = 0.917, P = 4.9) were the most important opportunities for quality improvement. The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians. Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

Joint monitoring of post-sales online review processes based on a distribution-free EWMA scheme

With the booming of online shopping, the post-sales online review process becomes a crucial activity in product life cycle management, as it provides abundant user-generated content (UGC) for e-commerce businesses to monitor customer satisfaction, identify potential recalls, and improve electronic Word of Mouth (eWOM). As the core of UGCs, online reviews are generally divided into negative reviews and non-negative reviews in terms of sentiment polarity. Quality issues, such as failures of products or services, are more likely to be hidden in negative reviews. Hence this paper focuses on detecting the abnormal changes of the time-between-review T and sentiment scores S of negative reviews. Due to the complexity and variability of online review processes, the distribution assumptions for S and T may be invalid in real cases. To overcome this problem, we design a distribution-free two-sided monitoring scheme by using the max-type combining function to combine the exponentially weighted moving average (EWMA)-based Wilcoxon rank-sum (WRS) statistics for S and T. The IC and OC performances of the proposed scheme are investigated via simulation study. The results indicate that the proposed scheme outperforms other schemes including a distribution-free EWMA scheme and three parametric Shewhart schemes. Finally, a real example from Ctrip is provided for illustrating the application of the proposed scheme in post-sales service monitoring.

МЕТОД ЕКСПЕРТНОЇ ОЦІНКИ КОНТРОЛЮ ЯКОСТІ ПРОДУКЦІЇ НА ПІДПРИЄМСТВАХ МАШИНОБУДІВНОЇ ГАЛУЗІ

У статті запропоновано підходи до моделювання процесу контролю якості продукції на підприємствах машинобудівної галузі з метою оптимізації його результативності. Отримані результати дають можливість визначити профілі та тенденції стосовно якості продукції машинобудування, виявити пріоритети поліпшення її якості. Машинобудівному підприємству необхідно проводити моніторинг щодо задоволення споживачів, визначивши способи одержання цієї інформації, вчасно розробляти методи оцінювання та проводити аналіз отриманої інформації з метою задоволення потреб споживачів. Моделювання дає змогу вчасно виявити виникнення кризових явищ для кваліметричного оцінювання контролю якості виготовлення продукції машинобудівної галузі, відстежувати динаміку і тенденції змін, що відбуваються.

Sociological analysis of the idea of the goals and quality of education of students of a non-state university

The article deals with the problem of leveling the reputational damage caused to private universities by negative public stereotypes. According to the author, the work of an educational institution to create a positive image of the organization should be based on monitoring customer satisfaction with the services provided by the University. The method of identifying student’s satisfaction with the learning process at a commercial university was tested. It is revealed that the motivation for learning of the majority of respondents is based on the desire for personal and professional development. The main difficulties faced by students in the learning process are highlighted. The level of satisfaction of respondents with various components of the educational process is analyzed.There is no conflict of interests.

Kvalita elektronických služieb poskytovaných národným poštovým operátorom v kontexte rozvoja digitálnej ekonomiky

In general, the term quality can be characterized as an overall summary of the characteristics and features of a product or service that satisfies anticipated needs. At present, the emphasis is on analyzing the quality of electronic services. For this reason, this article is devoted to analyzing the quality of electronic services at the Citizen's Integrated Service Point. The aim of this article is to carry out primary research aimed at monitoring customer satisfaction with the quality of electronic services of the Integrated citizen serice point workplace in Žilina self-governing region.

Framework for Sentiment-Driven Evaluation of Customer Satisfaction With Cosmetics Brands

Cosmetics brand managers' efforts in monitoring customer satisfaction and service quality have suffered due to the lack of effective analysis methods. In order to derive more comprehensive and objective insights into customer opinions on product quality and preferences for cosmetics brands, this study derived an online-review-based process for evaluation of customer satisfaction. The present study developed a systematic approach to the evaluation of relative customer satisfaction with cosmetics brands via sentiment analysis and statistical data analysis, and interpreted the determinants of positive and negative opinions via Term Frequency-Inverse Document Frequency (TF-IDF) analysis. To illustrate the efficacy and applicability of the proposed approach, an empirical case study applying it to the global top 26 cosmetics brands was conducted, which evaluated relative customer satisfaction with brands and examined the main causes of positive and negative opinions. The proposed approach is expected to be employed by cosmetics companies to realize or improve satisfaction with the brands that customers evaluate. Furthermore, we hope that it can be used as a source of fundamental data that could be applied to efforts to improve both brand competitiveness and provision of systematic services.

Оптимизация стратегии вуза в области реализации новых программ рекрутинга студентов

<p>Данная статья посвящена исследованию эффективности комплекса профориентационных мероприятий нового формата и практики внедрения инновационных подходов в работе с абитуриентами в условиях возрастания конкуренции в сфере высшего образования в России. В числе ключевых мероприятий в комплексе — создание механизмов для развития исследовательской деятельности школьников и формирование системы непрерывного образования «школа — вуз». В статье проанализированы лучшие практики, реализуемые Национально-исследовательским Нижегородским государственным университетом им. Н. И. Лобачевского (ННГУ им. Н. И. Лобачевского) в данной области.</p><p>В качестве эмпирической базы в статье использованы локальные документы ННГУ им. Н. И. Лобачевского, посвященные реализации программы «Университетский кластер образования» и другим профориентационным мероприятиям, реализуемым в ННГУ. Также приводятся результаты социологических исследований, проведенных в университете в период летних приемных кампаний 2011–2016 гг. В целях сбора первичной информации был выбран метод анкетирования, который является достаточно эффективным, наглядным и самым распространенным способом мониторинга потребителей образовательных услуг.</p><p>К определяющим причинам, оказывающим влияние на выбор абитуриентами того или иного вуза для обучения, относятся наличие бюджетных мест на интересующих их направлениях, местонахождение университета, его материально-техническая база, научные успехи и престиж.</p><p>Сформулированы выводы и предложения по оптимизации профориентационной программы университета, реализации новых мероприятий и форматов деятельности по привлечению в университет талантливых абитуриентов. Так, главными направлениями развития здесь становятся расширение и углубление партнерских связей с ведущими школами региона, реализация совместных специальных научно-популярных мероприятий в формате опен-эйров, проведение научно-исследовательских клубов и викторин с участием высокоцитируемых ученых. </p>

The application of patient safety goals in nursing management at health management center

Objective To explore the application and effect of international patient safety goals in nursing management at health management center under the standard of American Joint Commission on Accreditation of Healthcare Organizations. Methods From January 2012 to January 2013, six patients' safety goals of the Joint Commission International (JCI) standard were executed to the nursing management at the health management center. Compare the relevant nursing safety monitoring indicators and customer satisfaction one year before and after the execution of JCI standard. Results Our department was certified by JCI in February 2013. After 1 year of implementation of JCI standard, the coincidence rate of identification of customers for health examination increased from 85.62% to 98.92% (χ2= 297.264, P < 0.05) and the accuracy rate of management of critical values increased from 89.00% to 96.00% (χ2= 84.757, P < 0.05). The accuracy rate of disposal of significant abnormalities of check-up increased from 90.67% to 96.50% (χ2= 69.184, P < 0.05). The coincidence rate of high-risk drugs storage increased from 90.17% to 96.50% (χ2= 77.357, P < 0.05). The hand hygiene compliance rate increased from 75.25% to 88.63% (χ2= 145.047, P < 0.05). The awareness rate of adverse events report was raised from 84.00% to 96.67% (χ2= 220.486, P < 0.05). The satisfaction rate of customers at the health management center increased from an average of 93.94 points to 98.66 points (t=-7.903, P < 0.05). Above comparisons are all statistically significant. Conclusions The effective implementation of JCI standard patient safety goals helps to achieve scientific, standardized, orderly and detailed nursing management, optimize nursing work processes, standardize operations, reduce nursing risk and improve nursing quality, which makes a contribution to improve patients′ satisfaction and gain patients′ trust. Key words: Joint commission international; Patient safety goals; Health management; Nursing management; Application

Gaming for Respondents: A Test of the Impact of Gamification on Completion Rates

This paper examines the challenge for marketing research companies in overcoming consumers' reluctance to participate in surveys in order to provide decision makers with quality data. On the one hand, clients are increasingly demanding more data; these clients are interested in employing and refining many of the trends in business analytics - Big Data, data-driven customer relationship management, more sophisticated customer segmentation or simply monitoring customer satisfaction. In order to do this, the clients are demanding more data, more often. On the other hand, marketing research companies are finding it increasingly difficult to get respondents to participate in quantitative studies. The cost of reaching respondents, getting them to begin a survey and, more importantly, complete the survey with thoughtful and honest answers, is decreasing the profit margin for many marketing research companies. How can marketing research companies deal with this difficult dilemma?

Review-based measurement of customer satisfaction in mobile service: Sentiment analysis and VIKOR approach

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer review analysis, sentiment analysis has come to the fore. Although several sentiment analysis approaches have proposed extraction of the emotional information from customer reviews, however, a lacuna remains as to how to effectively analyze customer reviews for the purpose of monitoring customer satisfaction with mobile services. In response, the present study developed a new framework for measurement of customer satisfaction for mobile services by combining VIKOR (in Serbian: ViseKriterijumsa Optimizacija I Kompromisno Resenje) and sentiment analysis. With VIKOR, which is a compromise ranking method of the multicriteria decision making (MCDM) approach, customer satisfaction for mobile services can be accurately measured by a sentiment-analysis scheme that simultaneously considers maximum group utility and individual regret. The suggested framework consists mainly of two stages: data collection and preprocessing, and measurement of customer satisfaction. In the first, data collection and preprocessing stage, text mining is utilized to compile customer-review-based dictionaries of attributes and sentiment words. Then, using sentiment analysis, sentiment scores for attributes are calculated for each mobile service. In the second stage, levels of customer satisfaction are measured using VIKOR. For the purpose of illustration, an empirical case study was conducted on customer reviews of mobile application services. We believe that the proposed customer-review-based approach not only saves time and effort in measuring customer satisfaction, but also captures the real voices of customers.

Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

The service hand‐off: effects of multivendor service performance on customer satisfaction – an experimental study

PurposeSimple transactions are evolving into complex service relationships that require the attention of multiple organizations. When integrated products fail, customers must determine which organization is responsible and capable of resolving the problem. If the initial firm contacted cannot resolve the problem, it is then passed on to another until resolution. The objective of this paper is to determine how customer satisfaction with one organization may be moderated by the subsequent performance of another organization following the service issue hand‐off.Design/methodology/approachData otherwise unavailable from the market are collected using a unique, longitudinal internet‐based experiment, wherein customer satisfaction is monitored throughout a complex exchange experience. During the exchange, problem ownership transfers from one firm's service organization to that of another.FindingsResults show three forms of damage resulting from a service hand‐off: a credibility loss; a dissatisfaction compounding effect; and a resolution delivery failure effect. When problem resolution requires the attention of a second service provider, customer perceptions of the initial service provider are influenced by the performance of the second provider.Practical implicationsA service provider can often avoid substantial damage to customer satisfaction by establishing, a priori, formal back‐end partnerships with other service providers.Originality/valueOrganizations typically do not monitor customer satisfaction once a service problem is abandoned or handed‐off to another organization. In this experimental study, customer satisfaction is carefully monitored as service exchange crosses organizational boundaries during a service experience simulated over the period of one week.

Physician Satisfaction With Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 138 Institutions

Monitoring customer satisfaction is a valuable component of a laboratory quality improvement program. To survey the level of physician satisfaction with hospital clinical laboratory services. Participating institutions provided demographic and practice information and survey results of physician satisfaction with defined aspects of clinical laboratory services, rated on a scale of 1 (poor) to 5 (excellent). One hundred thirty-eight institutions participated in this study and submitted a total of 4329 physician surveys. The overall satisfaction score for all institutions ranged from 2.9 to 5.0. The median overall score for all participants was 4.1 (10th percentile, 3.6; 90th percentile, 4.5). Physicians were most satisfied with the quality/reliability of results and staff courtesy, with median values of excellent or good ratings of 89.9%. Of the 5 service categories that received the lowest percentage values of excellent/good ratings (combined scores of 4 and 5), 4 were related to turnaround time for inpatient stat, outpatient stat, routine, and esoteric tests. Surveys from half of the participating laboratories reported that 96% to 100% of physicians would recommend the laboratory to other physicians. The category most frequently selected as the most important category of laboratory services was quality/reliability of results (31.7%). There continues to be a high level of physician satisfaction and loyalty with clinical laboratory services. Test turnaround times are persistent categories of dissatisfaction and present opportunities for improvement.

The effectiveness of investments in relationship marketing strategies: The case of Yiulian Dockyards (Shekou) Limited

The purpose of this paper is to put forward a conceptual framework for understanding factors shaping the nature of the relationship marketing using the case study. Through this research, I can suggest it. Companies may monitor customer satisfaction by using questionnaires, general comments, customer complaints, online surveys, suggestion boxes, and personal interviews. The main purpose is to keep up to date with the needs of customers in order to retain them by creating the relationship it wants with the customers. Relationship Marketing is quite expensive, especially, in the initial period. Therefore, effective relationship marketing requires marketers to adopt affordable and practical and profitable approaches that give room to low costs without compromising quality of the product.