Measuring customer satisfaction

This study engaged in the measurement and calculation of hidden quality costs in a sound and scientific manner in order to find solutions to the problem and achieve the research objectives. Increase in the sales and profits and market share of the economic unit and satisfaction of the customer are achieved through the effective the management of these costs. A deductive approach was employed in the study and a number of conclusions were made from the analysis of the results.

9p longtimenosee10 26-04-2024 17 2   Download

This paper examines the relationship between employee commitment and supply chain integration dimensions by Leader-Member Exchange (LMX) to explain several performance measures, such as flexibility, delivery, quality, inventory and customer satisfaction. So three elements shape leadership in Leader-Member Exchange (LMX) theory as a relationship and process are investigated. LMX quality is important for the company, because it relates to employee behavior and attitudes, including improving employee performance.

13p longtimenosee09 08-04-2024 7 0   Download

As the nature of services provided by airlines is a little different to other service industries, additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality.

9p guineverehuynh 22-06-2020 24 3   Download

Lecture "Marketing management - Chapter 4: Creating Long-Term loyalty relationships" presentation of content: Steps in a customer value analysis, establishing value, measuring satisfaction, maximizing customer lifetime value, estimating lifetime value,... And other contents.

28p bautroibinhyen11 03-01-2017 68 5   Download

Lectures "Marketing management - Chapter 5: Creating long term loyalty relationships" provides students with the knowledge: What are customer value, satisfaction, and loyalty, and how can companies deliver them; what is the lifetime value of customers, and how can marketers maximize it;... Invite you to refer to the disclosures.

21p doinhugiobay_13 26-01-2016 94 6   Download

To create satisfied customers, the organization needs to identify customers’ needs, design the production and service systems to meet those needs, and measure the results as the basis for improvement. Satisfaction is an attitude; loyalty is a Satisfaction is an attitude; loyalty is a behaviorbehavior. Loyal customers spend more, are willing to Loyal customers spend more, are willing to pay higher prices, refer new clients, and are pay higher prices, refer new clients, and are less costly to do business with.less costly to do business with....

37p dathao 20-10-2009 177 26   Download

1. Provide a brief overview of J.D. Power and Associates; 2. Discuss today’s rapidly changing consumer; 3. Discuss some of the benefits associated with high levels of Customer Satisfaction in today’s highly; competitive environment;4. Discuss the J.D. Power and Associates syndicated New Home Builder Customer Satisfaction Study – Why the Home Building Industry? – Who we focus on? – What we cover? – How we analyze the information – Key findings

45p dathao 20-10-2009 168 44   Download

Customer Satisfaction: Measurement Objectives • Determine which customers to survey • Determine critical performance attributes that result in customer satisfaction • Assess company performance • Establish corrective action • Monitor continuous improvement

25p dathao 20-10-2009 110 11   Download

The purpose of this paper is to help customer survey process stakeholders understand some of the inherent tradeoffs of alternative survey methods. The scope addresses factors including size of the customer population, strengths and weaknesses of alternate...

0p monkey68 13-03-2009 159 23   Download

American Costumer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI) Intangible economic indicators Conducts analyses of customer service quality in 35 separate industries, 190 companies and government agencies on a scale of 1 to 100 Post-consumption assessment by the user about the product or service gained Uses expectancy confirmation-disconfirmation approach: focuses on service comparisons with customers prior expectations

0p moser 04-03-2009 122 70   Download

100 satisfied customers generate 25 new customers. •For every 1 customer complaint received, 20 other dissatisfied customers do not bother to complain. •Cost of acquiring 1 new customer is 5 times as great as the cost of retaining a satisfied customer. •Customer satisfaction is integral to TQM by establishing

25p moser 04-03-2009 246 62   Download

The new BS EN ISO 9001:2000 standard has made customers the focal point of a process based quality management system. To quote from the introduction to the Standard: “This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.”

5p moser 04-03-2009 185 54   Download

This paper outlines some examples of the ways in which these measures have been undertaken at the enterprise level and the accreditation framework within which these are often established. It also proposes the idea that it may be useful to extend satisfaction measurement from a focus on the enterprise to that of the destination. This is a much more complex task that at the individual enterprise level but may be worth the effort as destinations compete for market share.

9p moser 04-03-2009 291 45   Download

Syndicated Conducted for an industry sector and funded by J.D. Power and Associates Questionnaire derived from discussions with potential clients in industry Companies and sample represent the market and the population J.D. Power and Associates owns the information and solicits subscribers The New Home Builder Satisfaction Study is a syndicated study

0p moser 04-03-2009 188 38   Download

We are using surveys to identify relevant organizational performance measures based on survey results
What product and service characteristics are important in accomplishing CBP mission (availability, data accuracy, response time…)?
Understanding the impact resulting from problems with a product or service will focus OIT on the appropriate priorities

29p moser 04-03-2009 205 26   Download

Customer satisfaction measurement, through MUSA model, provides the analysts with the highest and lowest performance indicators, pointing out the leverage opportunities and the weaknesses of the company. An extension of the MUSA methodology for modelling customer importance preferences for service characteristics is presented in this paper. Several approaches in the context of multiobjective linear programming are examined, which give the ability to compare derived and modelled weights of the satisfaction dimensions and to introduce the principles of Kano’s model to MUSA methodology.

18p moser 04-03-2009 231 23   Download

3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call.

0p moser 04-03-2009 166 21   Download

Tham khảo tài liệu 'the latest thinking on customer satisfaction measurement', kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả

28p moser 04-03-2009 167 20   Download

Baldrigeplus.com exhibits are single-topic publications designed to illustrate and explain key Baldrige concepts. Used with the associated workshops, worksheets, case studies and Baldrige-sourced material, exhibits are intended to add value to your performance excellence activities.

14p moser 04-03-2009 142 18   Download

Up-to-date information about customer satisfaction is important for successful management of complex projects. The importance of customer satisfaction is emphasized in the case of projectbased organizations, where a customer often plays an integral role in the project delivery process. Turner and Keegan (2001, p. 256) elegantly define project-based organization as an organization in which:

0p moser 04-03-2009 196 18   Download