...5-Star Hotel Customer satisfaction Part1: Customer satisfaction Task Output A list of stakeholders and their expectations 1. 1 Identify at least 10 for relevant stakeholders 2. Identify and describe at least 5 methods that can be used for capturing customer needs. Apply one of these 5 methods to your product/service 3. Identify customer requirements using the Kano analysis 5 methods including explanations. A completed example of the use of one method List of customer requirements/needs: minimum 10 WANT i i WANTs minimum 10 MUSTs minimum 5 DESIRABLEs Customer satisfaction Stakeholders and their expectations Service: Hotel Guests Reliability Good i G d price Employees Compensation/ reward Job security Owners Profit P fit Solidity/Stability Contractors Good business relation Safety Suppliers Long term relationship Timely payments Government: Compliance with regulations Human Safety Competitors Information sharing I f ti h i Benchmarking Advertisements companies Payments on time Adequate information Communities such as city council. Social service Follow ethical conduct. Share Holders Profit. Stability Customer satisfaction Tools for capturing customers needs 1. 2. 3. 4. 5. 6. 6 7. Service: Hotel Tools for capturing customers needs p g Customer surveys (Questionnaire) Focus group Customer Interviews Customer F db k F C t Feedback Forms Warranty...
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...5-Star Hotel Customer satisfaction Part1: Customer satisfaction Task Output A list of stakeholders and their expectations 1. 1 Identify at least 10 for relevant stakeholders 2. Identify and describe at least 5 methods that can be used for capturing customer needs. Apply one of these 5 methods to your product/service 3. Identify customer requirements using the Kano analysis 5 methods including explanations. A completed example of the use of one method List of customer requirements/needs: minimum 10 WANT i i WANTs minimum 10 MUSTs minimum 5 DESIRABLEs Customer satisfaction Stakeholders and their expectations Service: Hotel Guests Reliability Good i G d price Employees Compensation/ reward Job security Owners Profit P fit Solidity/Stability Contractors Good business relation Safety Suppliers Long term relationship Timely payments Government: Compliance with regulations Human Safety Competitors Information sharing I f ti h i Benchmarking Advertisements companies Payments on time Adequate information Communities such as city council. Social service Follow ethical conduct. Share Holders Profit. Stability Customer satisfaction Tools for capturing customers needs 1. 2. 3. 4. 5. 6. 6 7. Service: Hotel Tools for capturing customers needs p g Customer surveys (Questionnaire) Focus group Customer Interviews Customer F db k F C t Feedback Forms Warranty...
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...controlling approximately 23% of the market share. According to Islam, Khan, and Rahman (2002), the market share of Aktel is now decreasing at a great extent as the customer loyalty level is decreasing. As the socioeconomic status of the country does not provide further possibilities to enhance the growth of the industry, as a market follower, Aktel should strive to retain its existing subscribers and penetrate other operator’s subscriber. Therefore, there is an emergence of studying the related facets of the customer loyalty in the context of Bangladesh GSM telecommunication system for Aktel to retain and increase its market share. Hence, in the current study, the researchers intend to examine whether there are relationships among service quality, customer satisfaction, trust, and customer loyalty in Aktel in Bangladesh or not. Statement of the problem Customer satisfaction and trust are positively related with customer loyalty (Bruhn & Grund, 2000; Chaudhuri & Holbrook, 2002; Gronholdt, Martensen, & kristensen, 2000; Gerpott, Rams, & Schindler, 2001; Kristensen, Martensen, & Gronholdt, 2000; Lau & Lee, 1999; Sharma, 2003; Sirdeshmukh, Singh, & Sabol, 2002). In the recent study, Aydin, Ozer, and Arasil (2005) have investigated the relationship between customer satisfaction and trust with customer loyalty in the context of Global System for Mobile Telecommunication (GSM) mobile phone service...
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...quality system could bring an end to business. With customers demanding quality and competitors responding to such demands, businesses turned to total quality management (TQM) as the key to enhance overall performance. As customer expectations increased and performance improvement initiatives were implemented, quality evolved from a product specific focus to an organizationwide effort, from a separate manufacturing function to a strategic business initiative. The quality function was expanding, and with that came new practices concerning continuous improvement. In the late 1980s and early 1990s, several countries established programs to recognize the inventive, yet effective, quality practices taking place—once again, after Japan, which began honoring quality practices in the 1950s. The criteria of most of these award programs encouraged strategic initiatives in the approach and deployment of quality practices. But as with most successful quality initiatives, the award programs underwent continuous improvements in design and administration. In their pursuit of TQM, organizations around the world began turning to quality award programs for more than just the recognition such programs offered. Industries realized that the awards also offered models and tools for implementing a quality strateQU A L I T Y P R O G R E S S I A U G U S T 2 0 0 0 I 41 A C O M P A R A T I V E A N A LY S I S O F N A T I O N A L A N D R E G I O N A L Q U A L I T Y A W A R D S gy, benchmarking...
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...McDonald, who assumed office in July, is on the road promoting P&G's ‘purpose-inspired growth’ strategy of ‘touching and improving more consumers' lives in more parts of the world... more completely’"(Kanter, 2009). In 2007, P&G created a five prong business strategy to assist the company in growth, both financially and organically. Its business model focused on innovation in all parts of the company. Using the core strengths of consumer understanding, scale, innovation, go-to-market capabilities, and brand-building, virtually all the organic sales growth delivered in the past nine years has come from new brands and new or improved product innovation. Not only did the company want to ensure that its products were what the customers desired, they wanted to create a lasting positive effect on the community. The five strategies were as follows: Products: “Delight the customer with sustainable innovations that improve the environmental profile of [the] products” (P&G Strategies, Goals and Progress, 2010). In order to provide the most innovative products to the consumers, P&G invested hundreds of millions of dollars of research and development to conduct more than 15,000 studies per year. Operations: “Improve the environmental profile of P&G’s own operations” (P&G Strategies, Goals and Progress, 2010). P&G’s model is to help the environment by reducing its companies’ environmental footprint. This model required P&G to become more efficient in it...
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...Case study of Procter and Gamble (P&G) 1. Is it important to develop Brand Equity? According to the definition of Brand Equity, it is a kind of customer-based value added on company’s products and services that can be positive or negative depend on different customer response. Brand Equity is important because of three aspects. First of all, it is important to develop Brand Equity because the products associated with the brand requires not only premium price but also high quality so that company is able to get competitive advantages. P&G made use of production innovation and quality strategy in order to develop brand to catch customer benefit. As a excellent manufacturing company, P&G devote itself into developing and improving production operations to get the goal of ‘lowest cost as well as lower premium prices’ according to its efficient manufacturing capability. Secondary, a good Brand Equity provides high brand awareness and customer loyalty as well as enhances total earnings in return. In the case of P&G, the long run view of P&G is increasing its presence in developing markets by concentrating on affordability, brand awareness, and distribution through e-commerce and high frequency stores. Furthermore, P&G pioneered the power of communication such like television (traditional methods), online marketing efforts and social media, which create strong consumer awareness and preference. In addition, Brand Equity allows companies to more effectively...
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...chapter 1 Marketing in a Changing World: Creating Customer Value and Satisfaction ROAD MAP: Previewing the Concepts Fasten your seat belt! You’re about to begin an exciting journey toward learning about marketing. To start you off in the right direction, we’ll first define marketing and its key concepts. Then, you’ll visit the various philosophies that guide marketing management and the challenges marketing faces as we move into the new millennium. The goal of marketing is to create profitable customer relationships by delivering superior value to customers. Understanding these basic concepts, and forming your own ideas about what they really mean to you, will give you a solid foundation for all that follows. After studying this chapter, you should be able to 1. define what marketing is and discuss its core concepts 2. explain the relationships between customer value, satisfaction, and quality 3. define marketing management and understand how marketers manage demand and build profitable customer relationships 4. compare the five marketing management philosophies 5. analyze the major challenges facing marketers heading into the next century Our first stop: Nike. This superb marketer has built one of the world’s most dominant brands. The Nike example shows the importance of — and the difficulties in — building lasting, value-laden customer relationships. Even highly successful Nike can’t rest on past successes. Facing “big-brand backlash,” it must now learn how to be both big...
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...chapter 1 Marketing in a Changing World: Creating Customer Value and Satisfaction ROAD MAP: Previewing the Concepts Fasten your seat belt! You’re about to begin an exciting journey toward learning about marketing. To start you off in the right direction, we’ll first define marketing and its key concepts. Then, you’ll visit the various philosophies that guide marketing management and the challenges marketing faces as we move into the new millennium. The goal of marketing is to create profitable customer relationships by delivering superior value to customers. Understanding these basic concepts, and forming your own ideas about what they really mean to you, will give you a solid foundation for all that follows. ᭤ After studying this chapter, you should be able to 1. define what marketing is and discuss its core concepts 2. explain the relationships between customer value, satisfaction, and quality 3. define marketing management and understand how marketers manage demand and build profitable customer relationships 4. compare the five marketing management philosophies 5. analyze the major challenges facing marketers heading into the next century Our first stop: Nike. This superb marketer has built one of the world’s most dominant brands. The Nike example shows the importance of — and the difficulties in — building lasting, value-laden customer relationships. Even highly successful Nike can’t rest on past successes. Facing “big-brand backlash,” it must now learn...
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...decision makers achieve the organization’s goals Distinguish data f g from information f Knowing the potential impact of information systems Id tif the b i t Identify th basic types of b i f business i f information systems ti t who uses them, how they are used, and what kinds of benefits they deliver To build a successful information system y System users, business managers, and information systems professionals must work together g 2 Principles and Learning Objectives The use of information systems to add value to the organization Identify some of the strategies employed to lower costs or improve y g p y p service Identify the value-added processes in the supply chain value added Define the term competitive advantage IS personnel is a key li k Define the types of roles, functions, and careers available in information systems 3 Why Learn About Information Systems in Organizations? How might the information system used depend on the various components of a computer-based information system: hardware, software, databases, telecommunications, people, and procedures? How do computer-based information systems help businesses p y p implement best practices? Information systems are used in almost every imaginable profession to reach customers around the world Information systems in an organization used by: • Sales representatives -to advertise products, communicate with customers, and analyze sales trends • Managers – to make decisions • Financial...
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...ABSTRACT The market-position view (MPV) of the firm in Porter’s generic strategy hypothesizes that the exploitation of differentiation and cost-leadership can create competitive advantage for a firm, which then has a better chance of outperforming other firms in a homogeneous industry. However, this notion has not been tested in the Chinese hotel industry. In response to this gap, this study empirically examines the relationships between the generic strategies of differentiation and cost leadership and hotels’ organizational performance. The results suggest that differentiation is the only significant generic strategy that influences customer satisfaction in the Chinese hotel industry. These findings have important academic and practitioner implications, which are then discussed. Keywords: Competitive Strategy, Customer Satisfaction, Hotel Performance, Market Positioning INTRODUCTION There has been a great deal of discussion in the literature about the impressive hotel development in China in the past 20 years (Derbaix & Pham, 1998; Devonport, Biscomb, & Lane, 2008; Echtner & Ritchie, 1993; Fakeye & Crompton, 1991; C Fornell, 1992; Foxall & Goldsmith, 1994; Pine, 2002; Yu & Gu, 2005). Specifically, many interesting issues have become the favorite topics of researchers in this field, including international hotel franchising (De Ruyter, Wetzels, Lemmink, & Mattson, 1997; Devonport, et al., 2008), state-owned hotel management (de Rojas & Camrero, 2008; Tang, Xi, Chen...
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...Marketing Assignment: How does an organization create customer value? Description Marketing is one business function that deals with customers. Creating customer value and satisfaction is at the heart of modern marketing thinking, concepts and practice. This can be attributed to the fact that customers are the lifeline of any business and serve as the source of current profits and future growth of an organization. Hence, in a hypercompetitive economy, where customers are more aware and informed of their buying decisions, an organization can stand out from its competitors’ only by fine tuning its overall value delivery process and communicating superior value to the customers. An example of one such superb marketer is Nike. The company’s strategy of building superior products around popular athletes has changed the face of sports marketing and has created a huge base of loyal customers for them. This is because Nike knows that great marketing goes beyond promotional hypes and false claims- it is delivering real value to the customers and going above and beyond their expectations. Nike’s initial success resulted from the technical superiority of its running and basket...
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...1|P ag e BUSINESS PLAN The Ideas of Innovating and Promoting Bites Marts INNOBITES SDN. BHD. Universiti Teknologi PETRONAS (UTP), Bandar Seri Iskandar, 31750 Tronoh, Perak. TELEPHONE: 017-6356921 E-MAIL: innobites@gmail.com 2|P ag e 1.0 Executive Summary Bites Mart is a mart that basically provides the university students with their daily needs in terms of personal care, food and beverages and other important things. Apart from being a typical common everyday mart in the university, Bites Mart offers a new and improved strategy and implementation to further improve customer satisfaction and concern over customer's need. Bites Mart focuses on a niche and differentiated market as it offers the students with 22-hours service, printing services and delivery system. Being a common mart is not really effective as there are also several marts that provide the same service. Not all marts in university provide 22hours service and delivery service. Bites Mart will be the first and pioneer mart that provide such services. Bites Mart is wholly owned by our company which is Innobites Sdn. Bhd., founded by Hafizha Musthafa with the Board of Directors which is Shafiq Mazlan as the senior CEO, and Haikal Zainuddin and Nadiah Sofian as the Directors. Liability from this company is fully taken by the directors. With the existing mart in university, our company needed some additional funds of RM200,000 from other sources to ensure this newly innovated mart achieve...
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...1 | P a g e State of the Mobile Nation Switching Attitudes and Behaviours of Mobile Phone Service Providers in Australia Final Report Dr David Gray Dr Steven D’Alessandro Dr Leanne Carter Macquarie University Department of Marketing and Management. March, 20122 | P a g e Table of Contents Executive Summary...........................................................................................6 (i) Introduction ..........................................................................................6 (ii) Objectives of the research ....................................................................6 (iii) Methodology ........................................................................................6 (iv) Key findings .........................................................................................6 (a) The performance of the mobile phone services market..........6 (b) Switching behaviour and savings achieved.............................7 (c) Consumer satisfaction with mobile carriers .............................7 (d) Major reasons for switching carriers.........................................7 (e) Switching costs..........................................................................8 (f) The role of inertia in limiting switching......................................8 (g) The reasons for not switching...................................................8 (h) Bill shock....................................................................
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...BEYOND THE COFFEE CUP A Quantitative Study on Planet Coffee Measuring Customer Satisfaction, Brand Response, and Brand Relationship ADV2103 Market Research and Brand Insights Bashar Sulaiman Hadeel Sakkijha Henrique Esper Jsajm Quino Olabode Bode-George December 8, 2015 Brand Management Program Algonquin College of Applied Arts & Technology Ottawa, Ontario Table of Contents Executive Summary ........................................................................................................................ 3 Background of the Study ................................................................................................................ 4 The Brand Equity Problem & Research Purpose ............................................................................ 5 Research Target (Sampling Plan) ................................................................................................... 7 Research Methodology &Approach ............................................................................................... 7 Secondary Research Summary ....................................................................................................... 8 Primary Research Findings ........................................................................................................... 10 Customer Satisfaction ............................................................................................................... 12 Brand Response & Relationships...
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...Analysis of Customer Satisfaction on SME-Banking of SIBL Chapter 1 INTRODUCTION MD. AL AMIN | ID:091662 1 Analysis of Customer Satisfaction on SME-Banking of SIBL 1.1 Introduction Today, the world is becoming closer and closer. Now world is called the global village. By taking the advancement of technology people are updating themselves day to day. Now people would like to use credit card to make global transaction rather than carrying cash amount. In such case bank has brought dynamic change in the present world. In Bangladesh, bank is playing a vital role to the development of economic and socio- economic condition. Along with our government is paying more concentration on the development Small and Medium Enterprise (SME). And today SME is contributing to the development of our economy through taking loan facility of the bank. Today is the era of competition in any business especially in the banking sectors in Bangladesh. Banks are competing each other through best quality service. And some newly issued banks are coming to enhance this competition. To measure the performance of bank, it is mandatory to measure the satisfaction level of customers. Because today market is customer oriented. Some Policymaker thinks that Customer satisfaction is an important indicator of national economic health. Finally it can be said that the bank should pay more concentration on SME banking as well as customer satisfaction toward the banking activities especially on SME...
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