...Impact of process change on customer perception of waiting time: a ÿeld study Wenhong Luo∗ , Matthew J. Liberatore, Robert L. Nydick, Q B. Chung, Elliot Sloane Department of Decision and Information Technologies, College of Commerce and Finance, Villanova University, Villanova, PA 19085, USA Received 7 February 2002; accepted 26 September 2003 Abstract Studies in process change have focused on the improvement of operational performance measures such as the actual waiting time of a service system. However, process redesign may not only change the actual waiting time but also have signiÿcant impact on perceived waiting time. We examine how process changes a ect customer perceptions on waiting and customer satisfaction. We describe a ÿeld study in which customer waiting times, both actual and perceived, were measured and compared before and after a process change. Our results show that process changes can have signiÿcant impact on customer perception of waiting time as well as the actual waiting time. This study illustrates the beneÿt of piloting a proposed process change and measuring key process performance and customer assessment prior to implementation. ? 2003 Elsevier Ltd. All rights reserved. Keywords: Customer satisfaction; Field study; Perceived waiting time; Process change; Waiting line 1. Introduction Process changes can bring about improvements in the operational performance measures such as average waiting time. However, customer satisfaction may not be realized...
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...Customer Perception Towards Health Insurance Q.1 Do you have any Insurance Policy? (a) Yes (b) No Analysis:- 68% Respondents having Insurance Policy. 32% Respondents don’t have any kind of Insurance Policy. Q.2 Are you aware about Health Insurance? (a)Yes (b) No Analysis:- 72% Respondents know about Health Insurance Policy 28% Respondents don’t know about Health Insurance Policy Q.3 If yes, do you know benefits of health insurance? (a) Yes ( b ) No Analysis:- 64% Respondents aware about Health Insurance benefits. 36% Respondents don’t know benefits of Health Insurance. Q.4 Do you have any Health Insurance Policy? (a) Yes (b) No Analysis:- 38% Respondents having Health Insurance policy. 62% Respondents don’t have Health Insurance policy. Q.5 If yes, which companies plan do you avail? (a) ICICI Lombard (b) Bajaj Alliance (c ) Star Allied (d) New India Assurance (e) Others Analysis:- 36.84% users are availing ICICI Lombard Health Insurance plan. 26.32% users are availing Bajaj Allianz Insurance Plan. 15.79% users are availing Star Allied Health Insurance Plan. 15.79% users are availing...
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...of production, sourcing, logistics and access to information. Many products and services face new competition from substitutes and from completely new offerings or bundles from industry outsiders. Since product differences are closed at an increasing speed and many companies try to win the battle for customers by price reductions, products and services tend to become commodities. Customer perceptions are influenced by a variety of factors. Besides the actual outcome - i.e. did the product or service deliver the expected function and did it fulfil the customers need - the whole process of consumption and all interactions involved are of crucial importance. Background of the Study Today’s globalised information driven economy this can also comprise issues like • How other customers or influencing groups perceive the product or brand • The degree to which the customer feels the actual marketing campaign addresses the most important issues • Responsiveness and service quality of any affiliates, e.g. distribution partners Customer perceptions are dynamic. First of all, with the developing relationship between customer and company, his perceptions of the company and its products or services will change. INDUSTRY PROFILE INDIAN TELECOM AND CELLULAR INDUSTRY The telecom industry is one of the fastest growing industries in India. India has nearly 200 million telephone lines making it the third largest network in the world 2cr China...
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...RELATIONSHIPS BETWEEN ORGANIZATIONAL CITIZENSHIP BEHAVIORS, EFFICIENCY, AND CUSTOMER SERVICE PERCEPTIONS IN TAIWANESE BANKS ABSTRACT Organizational citizenship behaviors (OCB) describe actions in which employees are willing to go above and beyond their prescribed role requirements. Prior theory suggests and some research supports the belief that these behaviors are correlated with indicators of organizational effectiveness. Studies have yet to explore whether relationships between OCB and organizational effectiveness are generalizable to non-U.S. samples. The present study examined relationships between OCB and two indicators of organizational effectiveness -- the efficient use of human resources and perceived service quality – for bank branches in Taiwan. The results supported a relationship between the OCB dimension of altruism and the efficient use of human resources. Implications of these results are discussed. Key Words: citizenship behaviors, organizational effectiveness, service quality The effective functioning of an organization depends on employee efforts that extend beyond formal role requirements (Barnard, 1938; Katz & Kahn, 1966; Organ, 1988). Organ (1988) termed these extra efforts “organizational citizenship behaviors” (OCB), and defined them to include activities that target other individuals in the workplace (e.g., helping coworkers or communicating changes that affect others) and the organization itself (e.g., actively participating in group...
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...CUSTOMERS’ PERCEPTION OF VENDING MACHINE: A SOLBRIDGE SURVEY PRESENTED BY FENG LING YANAN LI QIAN HUI SUN UWALAKA TEMPLE PROF: JENS GRAFF JUNE, 2012 ABSTRACT The research was set to determine, “Customers’ Perception of Vending Machine: A Solbridge Survey”. The main objective was to ascertain customers’ perception of the vending machines and to determine the level of varieties in the machines. A fifteen questions questionnaire was used as instrument for data gathering, which comprised of Solbrigers and visitors. A quantitative (survey) research with a non probability sampling method. A convenient sampling method was used. Some of the findings revealed that varieties in the vending machines were poor; the locations of the vending machines are good. Furthermore, it was found that the vending machines break down during use. It was therefore recommended that the vending machine management should increase the varieties in the machine as well as adding snacks to the machine. It was finally recommended that the management of the vending machine should increase maintenance of the vending machines to increase efficiency and reduce the break down level during use. Background to the Study The act of providing an easy located snack area in a school environment is very salient in a school and is also very profitable in the sense that it allows students to eat some snacks when they are famished as well as allowing the marketer to sell more of...
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...Customer Perception towards Internet Banking –with special reference to State Bank of Mysore, Shivamogga District Introduction Information technology plays a major role in shaping industries all over the world obviously banks reply heavily on IT in conducting their business and spend huge amounts of money on such technology to reduce operation costs and gain the competitive advantage over their rivals by offering customer s better services through ATM machines .telephone banking (mobile banking), net banking and more Evidently in the last decades in internet banking. It started with the computerization of braches and then expanded to channels like ATM, Net banking, phone banking, mobile banking etc., as any bank customer will testify the banking industry has dramatically changed the standards of delivery over the past two decades. Review of literature Mahesh and Dr. S.B. Akash (2009) both researchers opened that information technology plays a vital role in order to develop information collection system, storage, processing and transmission and distribution etc. And it was regard as the main driving forces for the changes in banking industry. The banking environment radically changed since the 1930’s, in particularly the development of information technology and it facilitates banking industry to increases the efficiency of banking service and decreases the cost of banking operations. Scope of the Study The scope of the study is restricted to shivamogga city...
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...Q.1 Do you have any Insurance Policy? (a) Yes (b) No Analysis:- 68% Respondents having Insurance Policy. 32% Respondents don’t have any kind of Insurance Policy. Q.2 Are you aware about Health Insurance? (a)Yes (b) No Analysis:- 72% Respondents know about Health Insurance Policy 28% Respondents don’t know about Health Insurance Policy Q.3 If yes, do you know benefits of health insurance? (a) Yes ( b ) No Analysis:- 64% Respondents aware about Health Insurance benefits. 36% Respondents don’t know benefits of Health Insurance. Q.4 Do you have any Health Insurance Policy? (a) Yes (b) No Analysis:- 38% Respondents having Health Insurance policy. 62% Respondents don’t have Health Insurance policy. Q.5 If yes, which companies plan do you avail? (a) ICICI Lombard (b) Bajaj Alliance (c ) Star Allied (d) New India Assurance (e) Others Analysis:- 36.84% users are availing ICICI Lombard Health Insurance plan. 26.32% users are availing Bajaj Allianz Insurance Plan. 15.79% users are availing Star Allied Health Insurance Plan. 15.79% users are availing New India Assurance...
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...Services Term Paper on “A Study on Customer Perception about Professional Courier Services” Title of the study: This project is based on the topic ”A study on customer perception about the professional courier services ". Introduction: The Courier services in India have been growing considerably in recent years. This has resulted in the entry of many multinational courier company and consequently cut throat competition. In the changing scenario of modernization and sophistication it is very important and essential to invent and implement better marketing plans in order to improve quality of the services. Thus marketing success largely depends on the ability to anticipate buyer’s needs. Presently a great deal of awareness has been created in studying customer preference. Professional courier is one of the leading courier services in India. The study is undertaken to analyze customer perception about the Professional courier services. The study concentrates customer preference of Professional couriers as many of its competitors are offering similar services and features to satisfy customer needs and wants. Need of the study Customer is the king in the market. How to satisfy them is a big problem for every company. In order to know how customers could be satisfied, the need for the study arises: * How well the customer accept a service and with reasons...
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...ASSIGNMENT NO 1 PART A PERCEPTION IN SERVICE SECTOR INTRODUCTION: PERCEPTION IS AN INDIVIDUALS WINDOW TO THE WORLD. PERCEPTION IS AN ACTIVE PROCESS OF SELECTING,ORGANIZING,AND INTERPRETING PEOPLR,OBJECTS,EVENTS,SITUATIONS.IT MAY BE DEFINED A THE PROCESS OF SELECTION,ORGANIZATION, AND INTERPRETATION OF SENSATIONS TO PROVIDE EXPERIENCE FOR THE INDIVIDUAL. DEF :A PROCESS BY WHICH INDIVIDUALS SELECT, ORGANIZE AND INTEPRET THEIR SENSORY IMPRESSIONS TO GIV MEANING TO THEIR ENVIROMENT;PERCEPTION CAN BE ADD FROM REALITY. PERCEPTION DEFINES REALITY: OBJECTIVE REALITY: WHAT TRULY EXISTS IN THE PHYSICAL WORLD TO THE BEST TO ABILITIES TO MEASURE IT.? PERCEIVED REALITY: WHAT INDIVIDUAL EXPERIENCES THROUGH ONE OR MORE SENSES. THE KEY UNDERSTANDING IS TO RECOGNIZE THAT IS A UNIQUE INTERPRETATION OF THE SITUATION, IN SHORTB IT IS A COGNITIVE PROCESS THAT SHOWS A UNIQUE PICTURE THAT MAY BE DIFFERENT FROM REALITY. PERCEPTION CAN BE DESCRIBED AS THREE PHASE PROCESS OF SELECTING, ORGANIZING, AND INTERPRETING INFORMATION. INTERPRET ORGANIZE SELECT FIG:ELEMENTS OF PERCEPTION IMPORTANCE OF PERCEPTION: * IT HELPS IN SHAPING PERSONALITY. * INTERPERTS WORLD AROUND US. * IT DISTINGUISHES BETWEEN WORLD AND REALITY. * TO UNDERSTAND CONTROL HUMAN SENSE AND BEHAVOUR. PERCEPTION PROCESS: IT IA AN ACTIVE PROCESS, PERCEIVER PLAYS AN IMPORTANT ROLE.THE PERCEIVER ATTEND INPUTS, INTERPRETS THE MEANINH OF THE CONSTUCTION; ACTION INPUUTS INTERPERTATION ...
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...Lecture Topic 6 Ch. 5 & 6 (p. 188 - 201) Buyer Behavior MKTG 2501 Lecturer: Yin Mei NG Model of Consumer Behavior External Stimuli • Marketing Stimuli • Environmental Forces BUYER’S BLACK BOX • Buyer’s decision process • Buyer’s characterist ics Buyer Responses • Buying attitude and preference • Purchase behavior (what, when, where, and how much) • Relationship behavior with brand and company Five Stages in the Consumer Decision Process Need recognition Information search Evaluation of alternatives Purchase decision Class Discussion: Customer Needs • What do parents-to-be need? • How can a company meet their important needs? Identify and Evaluate Alternatives Example: Brand Choice of Your Computer Purchased Recently Company: What can you do? Dear Company, We’re sorry to let you know your brand is not in our evoked set. To: The Company Yours sincerely, Your target customers Question: • What can a company do if its brand is NOT in the evoked set of the target consumers? – Inept set (avoided alternatives) – Inert set (backup alternatives) – Unawareness set Example: A customer’s evaluation of 3 computer brands • Which brand would this consumer most likely choose to purchase? • Which brand would this consumer least likely choose to purchase? Attributes (Criteria) Importance Weight (Sum = 1.0) Evaluation on the Performance of Alternative Computer Brands (Score: 1-7) Evaluation of Alternatives Brand A Price Speed Warranty Size ...
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...Managing Customer Perception By Dagmar Recklies This article first appeared in Effective Executive, ICFAI University Press, July 2006 |“It has never been more difficult to win – and keep – business through product and price distinction.”[1] | In today’s globalising economy competition is getting more and more fierce. That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. Not only is the number of competitive offerings rising due to globalisation of production, sourcing, logistics and access to information. Many products and services face new competition from substitutes and from completely new offerings or bundles from industry outsiders. Since product differences are closed at an increasing speed and many companies try to win the battle for customers by price reductions, products and services tend to become commodities. On the other hand, customer behaviour becomes more hybrid. On one hand, customers are increasingly price sensitive – searching for bargains at marketplaces like ebay or buying their groceries at discount markets. On the other hand they enjoy branded and luxury goods. One and the same person may plan a weekend trip with a no-frills airline and a stay at a five-star-hotel. In the result, customers have a wider choice of often less distinguishable products and they are much better informed. For many offerings the balance of power shifts towards the customer. Customers...
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...[pic] [pic] [pic] TABLE OF CONTENTS |S.NO |PARTICULARS |PAGE NO | |1 |Introduction to customer perception and banking industry |3 | |2 |Literature review |4-6 | |3 |Objectives and hypothesis |7 | |4 |Research methodology |8 | |5 |Limitations |9 | |6 |Data analysis |10-24 | |7 |findings |25 | |8 |Suggestions |26 | |9 |Conclusions |26 ...
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...The story is about a ski instructor named Miranda who is having several issues with her new boss, Hank because he has done and said many things over the course of the time that he has been there to show that he may be sexist. This scenario has a lot to do with perception. Perception is defined as “a process by which individuals organize and interpret their sensory impressions in order to give meaning to their environment” (Robbins & Judge, 166). This paper will discuss what perception is and how much of an impact in can have in the work place. Miranda’s perception of her boss Hank is that he is a sexist. The initial problem that is discussed is the fact that she did not like the fact that as one of the most experienced ski instructors at the resort but she was only being assigned to teach the children instead of the adults, the same for all the other female instructors. She sees how Hank separates the men and the women instructor to have a meeting about work procedure, “After introducing himself and Harika, he took the men to one room, and Harika took the women to another,” (Cohan, Fink,Gadon, Willits & Josefowitz, 2013). That was the first thing that bothered her because she could not understand what it is that had to be said to only the male instructors that could not also be said to the female. Although this bothered her initially, she decided to find a positive side to the situation, and went along with it. The more she went along with what was going around the job place...
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...and Organizational Behavior July 26, 2012 Strayer University This case study involves the importance of perceptions and how it effect attributions in the business world. We will use Joe Salatino, President of Great Northern American, as an example of how businesses can be successful when their customers are their top priority and employees learn how to understand their customer needs to improve sales. There are three learning theories operational conditioning, social learning and learning. We will discuss how one of these theories would be appropriate for Mr. Salatino’s business and how that theory could improve his employee’s performance. The last item is how self-efficacy is used to ensure the best candidate is hired for the company who can be successful. Mr. Salatino has a successful 35 year business. The reason is based on paying his employees bonuses and commissions in relation to their sales. The one thing Mr. Salatino’s employees need to understand is the importance of how people form perceptions and make attributions. So, what is perception? Perception is “the process, by which the individual selects, organizes, interprets, and responds to information” (Organization Behavior, p. 104). However, one perceives something to be is true to them even though their perception could be completely wrong. Our perceptions remain the same unless something in our internal or external environment illustrates we could be wrong. People perceive things...
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...Perception and Attribution Theory Understanding how people form perceptions and attributions is a necessary skill in order to succeed in communications and long lasting business relationships. In the study of social psychology person perception is defined as the process in which humans form impressions of one another which encompasses the perceptions and judgments people develop every day. A new acquaintance is encountered everyday especially when one works in the business arena and impressions are created due the persons attire, language, body language, and especially how well they communicate. Based on all these characterisis conclusions are drawn even tough not much is known about the other. Learning how people can form perceptions of one another can prevent a business professional from having their customers from forming negative impressions which may jepordize future relationships or even prevent a business transaction from occurring. Attributions the keys in understanding how an individual perceives the cause of events and behaviors of others. A persons actions are questioned at times and often times explications are necessary. Negative events and behaviors are associated with negative perceptions of an individual. For example when a person answers his cellphone during a meeting with an important client he is automatically perceived as a person who is irresponsible and disrespectful, even though his close friends and coworkers see otherwise. People often try to related...
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