11,463 research outputs found

    Marketing and sales management : FERESPE’s case study

    Get PDF
    No matter how competitive a particular industry may be, the essential will always be the collaboration and sharing of interests between the different parties. So, more than ever, it is absolutely crucial to exceed consumer expectations through innovative strategies that will ensure competitive advantages. Therefore, the maintenance and creation of good customer relationships have been a priority for every business as well as understanding which factors influence loyalty. In fact, this concept has been studied by several authors throughout the years. However, the definition of loyalty and what influences it is not consensual due to its complexity (Majumdar, 2005) (cited by Gee et al. (2008), p.360). That is why the purpose of this Master Final Work is to contribute, in theoretical and practical terms, to unveil what influences the loyalty of FERESPE’s clients. Furthermore, it is a valuable contribution to understand the main constructs of loyalty in order to improve marketing strategies and to achieve retention and creation of more and better relationships within customers. Applying the proposed conceptual model, built upon literature review, it was concluded that providing a good experience is important as it affects customer satisfaction, delivers customer loyalty, instills confidence, supports the brand and also creates emotional bonds with customers (Kong, 2011)

    Using Six Sigma to improve complaints handling

    Get PDF
    Currently, companies are in increasingly competitive environment in which customers’ satisfaction and loyalty are vital factors in the success of any organisation. This requires the use of continuous improvement methodologies, such as Six Sigma, which enable companies to improve customer satisfaction and meet their expectations. This paper describes a case study carried out in a company from the automotive industry that has selected a Six Sigma project to respond to a decrease in customer satisfaction regarding the response time of the complaints. The objective of the project was to improve the process of analysis of defective products through the identification of the variables that influence the process and proposes improvements to reduce the time of analysis to defective products. Results are positive and can encourage managers from other industry sectors or even services to improve their customer complaints handling process using Six Sigma.FEDER - Funds by Programa Operacional Fatores de Competitividade – COMPETE, Projeto FCOMP-01-0124-FEDERFundação para a Ciência e Tecnologia (FCT

    Does quality drive employee satisfaction in the UK learning sector?

    Get PDF
    The purpose of this paper is to provide empirical evidence to assess the nature and extent of the link between employee satisfaction and organisational performance. This paper examines the link between staff satisfaction and organisational performance, presenting findings from 21 colleges of Further Education that have participated in both a survey of staff satisfaction (covering over 2,600 staff from these colleges) and in a diagnostic benchmarking exercise using the “Learning PROBE” methodology. The results suggest that whilst each of the measured aspects of work are regarded as being important by a majority of survey respondents, the level of “satisfaction” displayed in each of these attributes is indicated by only a minority of those surveyed. The findings support the existence of a link between staff satisfaction and organisational excellence. Staff satisfaction levels are most strongly associated with the leadership and service processes indices, and even more so with the overall organisational diagnosis. This suggests that colleges that are implementing “good practices” covering a range of managerial aspects, and who are achieving corresponding organisational results, are likely to be closer to satisfying their staff. Practices relating to people, performance management and organizational results also show association with staff's satisfaction gap, although not as significantly as above. The results suggest an holistic approach to implementing business practices appears to be more effective than concentrating only on deploying good practices in only a single area of the managerial process. The value of the paper is to the UK Further Education Sector in that it identifies those organisational practices, which improved, can in combination address to some extent the work satisfaction levels of their employees

    The loyalty effect

    Get PDF

    The loyalty effect

    Get PDF
    Authors: Oskar Bill, Alexander Jöndell Supervisors: Carl-Henric Nilsson Associate Professor Lund University ¬ School of Economics and Management Department of Business Administration Charlotta Johansson Associate Professor Lund University ¬ Faculty of Engineering Department of Automatic Control Purpose: The purpose is to predict customer loyalty by utilising big data. This will be done by combining two models: The American Customer Satisfaction Index (ACSI) and the Net Promoter Score (NPS) using the benefits of each model, the cause and effect relationship in ACSI and the simple survey methodology in NPS. The findings are aimed to facilitate a work method enabling companies to use big data in order to predict customer loyalty to be able to pro-actively work with detracting customers and to grow future profits. Method: The methodology had both a quantitative and qualitative approach. By deducting a model from a theoretical analysis a linear relationship was derived between ACSI and NPS. The drivers of loyalty was then developed from a qualitative analysis and tested through a quantitative analysis of the relationships in the model. Findings: A relationship between the NPS and the ACSI was possible to prove. However, it was not possible to predict customer loyalty since the drivers of loyalty could not be explained with the available data and further research is therefore needed

    Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store

    Get PDF
    This study explores the extent to which store service attributes having appeal for consumer self-image impacts store satisfaction and patronage intentions and discovers that this "expressiveness" value has significant associations with both. By using the adapted RSQS for measuring service quality in the Indian appare! retail context, this paper finds that service expressiveness value is distinct from the performance value obtained from service delivery. This paper provides empirical evidence that the mediation effect of satisfaction varies depending on consumer perceived value from service and that it is neither as universal nor as strong as retailers and researchers lend to believe.

    An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry

    Get PDF
    This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business values, define problem significance and issues impact factors, coupled with i-CRM recommendations to help organizations to achieve customer satisfaction through transformation of the customer complaints to organizational opportunities and business development strategies

    A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma

    Get PDF
    The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general

    Implementing the Lean Sigma Framework in an Indian SME: a case study

    Get PDF
    Lean and Six Sigma are two widely acknowledged business process improvement strategies available to organisations today for achieving dramatic results in cost, quality and time by focusing on process performance. Lately, Lean and Six Sigma practitioners are integrating the two strategies into a more powerful and effective hybrid, addressing many of the weaknesses and retaining most of the strengths of each strategy. Lean Sigma combines the variability reduction tools and techniques from Six Sigma with the waste and non-value added elimination tools and techniques from Lean Manufacturing, to generate savings to the bottom-line of an organisation. This paper proposes a Lean Sigma framework to reduce the defect occurring in the final product (automobile accessories) manufactured by a die-casting process. The proposed framework integrates Lean tools (current state map, 5S System, and Total Productive Maintenance (TPM)) within Six Sigma DMAIC methodology to enhance the bottom-line results and win customer loyalty. Implementation of the proposed framework shows dramatic improvement in the key metrics (defect per unit (DPU), process capability index, mean and standard deviation of casting density, yield, and overall equipment effectiveness (OEE)) and a substantial financial savings is generated by the organisation
    corecore