...editorijaiem@gmail.com Volume 1, Issue 2, October 2012 ISSN 2319 - 4847 AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE Haeryip Sihombing1, Parahsakthi Chidambaram2 and Kannan Rassiah3 1 Fakulti Kejuruteraan Pembuatan (FKP), Universiti Teknikal Malaysia Melaka (UTeM), Main Campus – Durian Tunggal, 17609 – Melaka, MALAYSIA 2 Politeknik Ibrahim Sultan (PIS)81700 Pasir Gudang, Johor Bahru, MALAYSIA 3 Politeknik Merlimau Melaka (PMM) Merlimau 77300, MALAYSIA ABSTRACT This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required. Keywords: Customer Satisfaction, Kano, CS-DS, CAT. 1. INTRODUCTION A major outcome of marketing...
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...Linking Customer and Employee Satisfaction to the Bottom Line Also Available from ASQ Quality Press: Analysis of Customer Satisfaction Data Derek R. Allen and Tanniru R. Rao Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification Terry G. Vavra Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs Terry G. Vavra Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition Bob E. Hayes The Trust Imperative: Performance Improvement through Productive Relationships Stephen Hacker and Marsha Willard Customer Satisfaction Measurement and Management Earl Naumann and Kathleen Giel Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System Bjørn Andersen and Tom Fagerhaug Value Leadership: Winning Competitive Advantage in the Information Age Michael C. Harris To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org . Linking Customer and Employee Satisfaction to the Bottom Line A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes Derek R. Allen and Morris...
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...Impact of Service Quality on Customer Satisfaction: Evidence from the Restaurant Industry in Pakistan Ubedullah Amjad Ali Shaikh, International Islamic University, Islamabad, Pakistan ABSTRACT The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the impact of service quality on the industry. The results endorse the importance of enhanced complementary service standards in restaurant industry. Ultimately, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality. INTRODUCTION The restaurant industry has evolved over the past few decades from merely a meals providing facility to an augmented combination of service associated features. These features are emphasized to satisfy the complementary needs of its customers. This notion of satisfaction is mainly attributed to the quality of service. Hence a lot of probing has been going on for the past few decades to rationalize and prove a direct relationship between the...
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...Measuring Customer Satisfaction Customer satisfaction is perhaps one of the most talked about challenges of organizations in the public and private sectors. Indeed, this represents every organization’s sole purpose, and is at the heart of every organizations mission statement. It is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is tied directly to profitability. “Customer wants and needs drive competitive advantage, and statistics show that growth in market share is strongly correlated with customer satisfaction.”(Evans, 2010). If your customers are happy, they tend to be loyal. And if they’re loyal they not only buy more, they refer other customers. It is critical to give customers the opportunity to provide feedback about their overall satisfaction level and specific likes and dislikes. A company will lose business, miss growth opportunities, and put itself at a competitive disadvantage without an effective customer satisfaction research program in place. Therefore, it is very important to the success of the business to know right away if they are doing something that frustrates or dissatisfies the customers. According to Evans & Lindsey (2009) in Managing Quality, “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” (pg. 190). A customer satisfaction program...
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...INTRODUCTION 1.1 ABOUT THE INDUSTRY The geotextile industry is gaining importance due to rapid infrastructural development taking place on a global level. There are a large number of projects which are being developed currently with the emerging economy. The countries like China, India, and various other Asian economies are considered to be the growing markets for the geotextile industry. The Asian market dominates the global textile industry and is expected to be the highest among all the regions which is estimated to reach $2.5 billion by 2017. Economic stability in the country has increased the demand for more roads, highways, bridges, railways, dams and canals. Geotextile enhance design, cost effectiveness, durability, and aesthetics of the infrastructure projects. The geotextile industry produces products that perform several functions which include reinforcement, filtration, draining, protection, and separation. The major applications for geotextiles are pavement repair, road industry, erosion control, and waste management. 1.2 ABOUT THE COMPANY Maruti Rub Plast Pvt. Ltd was established in 2008, a group company of Maruti Techno Rubber Private Ltd., which is a renowned brand in the Infrastructure and Construction Sector. It has set up its state-of-the-art manufacturing facility at Greater Noida and installed with World’s best and automated Technical Textile Machine to manufacture Warp- Knitted Geogrids and other Geosynthetic Products. The...
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...ISSN 2277-8616 Impact of Customers Satisfaction And Customers Retention on Customer Loyalty Inamullah khan Abstract-The purpose of this study is to examine the importance of future customer’s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and linear regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecom industry. Key words: Customer satisfaction, Customer retention, Customer loyalty Jel code: M30 ———————————————————— 1. Introduction Customer loyalty is the focus in the research and It turn into an important concern for management only due to concentrated competition especially in service industry (Bodet, 2008). In emerging business, competition customer loyalty plays very crucial role for achieving the competitive advantages (Lin & Wang, 2006). It is significant important to analyze it in the context of customer retention and customer satisfaction, these two variables are of immense important to analyze the customer loyalty. Firms can maximize level...
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...Prefatory note The report is based on the analysis of a classic management case that about the Citibank and the strategy performance management tool it performed, the balance scorecard. After analyzed the Citibank case, our research group came up the question: What are the main reasons Citibank fails to measure customer satisfaction and what can be done to change this, and the other steps we have to take in order to answer the question. We would like to thank all those who have given us their generous help, commitment and enthusiasm, which have been the major driving force to complete the current paper. However, we should thank every member in the team at first. Everyone in the group tried their best to find sources and materials, finish their own part in time. And thanks to our university and all the teachers who give us academic knowledge and skills. This proposal is mainly finished by ourselves. There must be some mistakes, because of our carelessness and limitation of knowledge. We are sincerely looking for your feedback. Yihai Wang, Marten Moolhuizen, Bryan Rinders, Alrawahi Hemi and Yikun Du 2015.10.20 Enschede Executive Summary The reason why this proposal is made is because of a change in strategies in 1995, the California division of Citibank decided to implement a new performance scorecard to measure a more efficiently performance management of various divisions within the company. The report is based on the analysis of this classic management case about the...
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...Measuring Customer Satisfaction Paper Prepared by John Green BSOP 588 Marcus Williams MBA, PMP January 2013 Introduction Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. This overall satisfaction has a strong positive effect on customer loyalty intentions across the wide range of product and service categories (Gustafsson, 2005). There are many ways for measuring customer satisfaction such as customer feedback and evaluations, customer satisfaction, market analysis, service analysis, surveys, complaints analysis, focus and user groups. Nowadays, with modern computer software, it is more accurate to take data, analyze and distribute results of surveys. Survey is one of the most popular method of measuring customer satisfaction. Some companies use independent marketing firms to design and implement surveys that are customized to their industry. These companies can use postal questionnaires and telephone poles to collect data (Oakland, Beardmore, 1995). They focus around ordering, delivery, installation and their criteria for excellent suppliers. Telephone surveys are similar in the questions asked but added some different elements concerning competitors. These surveys not only expressed what the organizations are doing well, but where unimportant tasks are being performed. This results in cost savings as well. Improvement in technology has created the use of Internet surveys as well. There are several...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...Personal RePEc Archive Factors affecting on customers’ satisfaction an empirical investigation of ATM service Kumbhar, Vijay Abasaheb Marathe College, Rajapur (Maharashtra) India, Shivaji University, Kolhapur Dist- Kolhapur (Maharashtra) India 01. March 2011 Online at http://mpra.ub.uni-muenchen.de/32713/ MPRA Paper No. 32713, posted 09. August 2011 / 17:44 IJBEMR Volume 2, Issue 3 (March, 2011) ISSN 2229‐4848 The Journal of Sri Krishna Research & Educational Consortium INTERNATIONAL JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT RESEARCH Internationally Indexed & Listed Referred e-Journal FACTORS AFFECTING ON CUSTOMERS’ SATISFACTION: AN EMPIRICAL INVESTIGATION OF ATM SERVICE VIJAY M. KUMBHAR* *Rayat Shikshan Sanstha Satara’s Abasaheb Marathe College Rajapur (Maharashtra) India 416702 E-mail: vijay.kumbhar9@gmail.com ABSTRACT The present empirical study focuses on identifying key factors that have influences customers satisfaction in ATM service provided by public and private sector banks. For the purpose of the study primary data were collected using schedule and collected data from March to November 2010. Results of factor analysis, correlation and regression analysis show that a cost effectiveness, easy to use and security and responsiveness in ATM service were most important factors in customer satisfaction. KEYWORDS: Effectiveness. E-service Quality, ATM, Customer Satisfaction, Cost INTRODUCTION Recent ten years...
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...Best Practices for Measuring Customer Satisfaction Dana Atchley Keller Graduate School Introduction There are several means for measuring customer satisfaction including surveys, focus groups, complaints analysis and user groups. Research of top companies around the world seems to suggest that the customer survey method is used more often than any other. There can be problems with data collection and analysis from surveys but technology is improving the measurement of data (Oakland, Beardmore, 1995). We now have computer software to take data, analyze and distribute results. This may be more accurate in reporting the statistics reducing human error, but the survey has to be correctly designed to ensure that data is not tarnished (Fogli, 2006). Measurement Methods The most popular method of measuring customer satisfaction is the survey. Most companies will use independent marketing firms to design and implement surveys that are customized to their industry. These companies can use postal questionnaires and telephone poles to collect data. Usually these questionnaires consist of around fifty questions rating the service on the five point Likert scale (Oakland, Beardmore, 1995). They focus around ordering, delivery, installation and their criteria for excellent suppliers. Telephone surveys are similar in the questions asked but added some different elements concerning competitors. These surveys not only expressed what the organizations are doing well, but...
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...CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR The Project Report Submitted to the partial fulfillment of B.com Degree Programme (CCSS 2009 Admission) By ABDUL SHAMEER. P AZAJBCM018 DEPARTMENT OF COMMERCE AMAL COLLEGE OF ADVANCED STUDIES, NILAMBUR 2012 DEPARTMETN OF COMMERCE AMAL COLLEGE OF ADVANCED STUDIES MYLADI, ERANHIMANGAD PO, NILAMBUR 679393 Certificate This is to certify that Mr. Abdul Shameer. P (Reg No AZAJBCM018), a student of sixth semester B.com Degree Programme has undertaken a project survey on Customer satisfaction towards Honda Activa under the supervision of Mr Abbas Vattoli, Assistant Professor, Department of Commerce, Amal College Nilambur from 12/12/2011 to 05/03/2012. The project work entitled “CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR” embodies the original work done by Mr Abdul shameer P during his above project period During the period his conduct was good and we wish him all success for his promising future. For Department of Commerce Dhanya. KA HOD of Commerce Amal College of Advanced Studies, Nilambur ACKNOWLEDGEMENT This Project Report entitled “CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO NILAMBUR” has been prepared by me and I had under taken project survey under the supervision of Mr Abbas vattoli, Assistant Professor...
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...Best Practices in Customer Satisfaction Best Practices in Customer Satisfaction With quality management philosophies that are considered customer-centric such as Kaizen and the Deming Total Quality Management (TQM), quality cannot be reached without the “voice of the customer” (VOC) being heard. Satisfying internal and external customers is the root of quality. Companies that continuously strive for satisfaction with their clients use tools such as the Kano model of customer satisfaction or get ISO 9000 certified (Evans & Lindsay, 2010). Any industry that has been around for a while develops a set of “best practices,” processes that have proven themselves over time. This essay looks at some of methods used by companies to attain satisfaction, reasons for doing so, and how Maggiano’s restaurants incorporates them into their business. Customer and stakeholder satisfaction is the first of the three principles behind Deming’s’ TQM philosophy. Customer engagement and knowledge acquisition is one of the six major areas that most companies focus on when trying to implement quality with TQM. The first principle in ISO 9000 quality management is customer focus. The Baldridge concept of performance excellence states a need for processes to determine a customer’s needs as the first point to. With so many different quality practices putting customer satisfaction as a priority, it is obvious to see the importance of determining what the best methods are. Acquiring this knowledge...
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...cost-benefit analysis was missing – it should be like the one seen in the week 2 assignment from Husky and should have all three alternatives in a spreadsheet. Cost estimates for salaries, hardware, software should be researched and source cites used. For a good example - ask Stephen Van Mil for a copy of his work. Consider the example MOV below that is fairly detailed – at least one MOV should address the loss of students ... EXAMPLE MOV: Customer satisfaction, as measured by a validated survey that we have been using to measure customer satisfaction, will increase by 45% and will be responsible for increasing the number of student enrolments and for increasing student retention – this will result in 4 students per month being at the school who would otherwise would not be there. This result will come from losing only .5 students per month (on average) and from the gain of 3.5 new students per month (on average). The increase is expected to be gained in the first year and remain steady at this rate for at least 3 years. As supported by our customer satisfaction survey, we will increase customer satisfaction by 45 to 50 percent and increase student enrollment and retention. Enrollment and retention would result from higher customer satisfaction numbers would lead to a client loss of .5 students monthly, and a new customer draw of 3.5 per month. The growth is expected to remain the same for a year and then remain steady for the next three to five years. MOV analysis and support: ...
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...recovery strategy. It also demonstrates that consumers were unable to recognise high-quality service and high-consistency products in chain restaurants. Additionally, appropriate recovery strategies were proposed to assist restaurateurs in reducing service failure. A number of conclusions and recommendations regarding practice and future research are made. Keywords: service failure; service recovery; recovery strategy; chain restaurant; critical incident technique Introduction Modern customers are very demanding and have easy access to diverse information channels. Customer demands for value create a strong focus on a combination of quality, fair price and good service in their purchases (Power, Konrad, Cuneo, & Treece, 1991). However, when a specific service delivery link results in mistakes and an inability to satisfy customer expectations regarding service or products, the result may be negative experiences and reactions for customers, including negative word-of-mouth or customers switching to other providers (Andreassen, 1999;...
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