134,869 research outputs found
Determine factors influencing customer experience that affects customer satisfaction towards takaful product in Ikhlas Consultant & Services Johor Bahru / Nur Alyani Jaâafar
This study is designed to determine factors influencing customer experience that affects customer satisfaction towards Takaful product in Ikhlas Consultant & Services (ICS) Johor Bahru. Customer satisfaction towards Takaful product is the dependent variable while the independent variables are Shariâah compliance, service quality, price and product. The first objective of this study is to identify the level of customer satisfaction at ICS Johor Bahru Agency. Second objective is to identify the rank influencing customer satisfaction at ICS Johor Bahru Agency. Third objective is to determine Correlation between customer satisfaction and all variables. Fourth objective is to provide recommendation by improving the factors that influence customer satisfaction towards Takaful product at Johor Bahru. Researcher decides to use non-probability sampling technique which is fit into the broad categories of judgment sampling. The sampling design was conducted in Taman Universiti, area Skudai Johor Bahru where 55 questionnaires were distributed to the selected respondents and 50 questionnaires were returned. Researcher was used primary data as a method in obtain the data. Data analyzed using reliability test, frequency analysis distributions, descriptive statistics and Pearson correlation analysis. Based on the analysis, the finding investigates the strength of the reliability in this study is excellent, the customer satisfaction towards Takaful product at ICS Johor Bahru Agency is high. Besides, all the independent variables have correlation with customer satisfaction and Syariâah compliance is the first rank that influences the customer satisfaction at ICS Johor Bahru Agency. There are also several recommendations that researcher suggest based on the findings
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Developing a conceptual model for the internal data source to measure customer satisfaction
Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a âblind periodâ, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost of the programme. The authors believe that the reason behind these limitations is the use of the external data source, collecting data directly from customer, therefore suggests using the internal data source, as an alternative to measure customer satisfaction. The purpose of this paper is to develop a conceptual model for the internal data source to measure customer satisfaction. To achieve this objective, a conceptual model need to be developed based on three determined steps: define the formation of customer satisfaction value, identify the CSM factors and dimensions, and mirror the CSM instruments to identify the internal performance values. The paper indicates that internal data source could provide researchers with an alternative data source to measure customer satisfaction with minimum limitations on frequency of implementation, accuracy and cost
Framework for continuous improvement of production processes
This research introduces a new approach of using Six Sigma DMAIC (Define, Measure, Analyse, Improve, Control) methodology. This approach integrates various tools and methods into a single framework, which consists of five steps. In the Define step, problems and main Key Performance Indicators (KPIs) are identified. In the Measure step, the modified Failure Classifier (FC), i.e. DOE-NE-STD-1004-92 is applied, which enables to specify the types of failures for each operation during the production process. Also, Failure Mode and Effect Analysis (FMEA) is used to measure the weight of failures by calculating the Risk Priority Number (RPN) value. In order to indicate the quality level of process/product the Process/Product Sigma Performance Level (PSPL) is calculated based on the FMEA results. Using the RPN values from FMEA the variability of process by failures, operations and work centres are observed. In addition, costs of the components are calculated, which enable to measure the impact of failures on the final product cost. A new method of analysis is introduced, in which various charts created in the Measure step are compared. Analysis step facilitates the subsequent Improve and Control steps, where appropriate changes in the manufacturing process are implemented and sustained. The objective of the new framework is to perform continuous improvement of production processes in the way that enables engineers to discover the critical problems that have financial impact on the final product. This framework provides new ways of monitoring and eliminating failures for production processes continuous improvement, by focusing on the KPIs important for business success. In this paper, the background and the key concepts of Six Sigma are described and the proposed Six Sigma DMAIC framework is explained. The implementation of this framework is verified by computational experiment followed by conclusion section
Integrating automated support for a software management cycle into the TAME system
Software managers are interested in the quantitative management of software quality, cost and progress. An integrated software management methodology, which can be applied throughout the software life cycle for any number purposes, is required. The TAME (Tailoring A Measurement Environment) methodology is based on the improvement paradigm and the goal/question/metric (GQM) paradigm. This methodology helps generate a software engineering process and measurement environment based on the project characteristics. The SQMAR (software quality measurement and assurance technology) is a software quality metric system and methodology applied to the development processes. It is based on the feed forward control principle. Quality target setting is carried out before the plan-do-check-action activities are performed. These methodologies are integrated to realize goal oriented measurement, process control and visual management. A metric setting procedure based on the GQM paradigm, a management system called the software management cycle (SMC), and its application to a case study based on NASA/SEL data are discussed. The expected effects of SMC are quality improvement, managerial cost reduction, accumulation and reuse of experience, and a highly visual management reporting system
Internal Marketing Practices and Job Satisfaction: Evidence from a Nigerian University Setting
This study investigated internal marketing practices and its relationship with job satisfaction in a Nigerian university environment. Results indicated internal marketing as having resultant effects on three major areas or components; understanding of organizational vision and values,quality delivery of external marketing as well as quality delivery of interactive marketing. It was
also established that there was strong and positive relationship between internal marketing and job
satisfaction. The research measures showed good psychometric values. These findings were
discussed and situated within the Nigerian university environment. It was recommended that the
university should place more emphasis on internal marketing practices thereby enhancing the quality delivery of both interactive and external marketing of the university. The university was advised to promote extrinsic job satisfaction among its staff. Areas of further studies were also suggested
A review of service quality and service delivery: Towards a customer co-production and customer-integration approach
© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance
Scor Quality Model Affecting Manufacturing Firmâs Supply Chain Quality Performance And The Moderating Effect Of Qms
The main objective of this study is hypothesis testing to explain the nature of the relationship between the independent variables (The SCOR quality model) and the dependent variable (Supply Chain Quality Performance) and moderated by (QMS).
Objektif utama kajian ini adalah untuk menerangkan hubungan antara model SCOR kualiti dengan prestasi kualiti rantaian bekalan sesebuah firma dan QMS memoderasikan huungan model SCOR kualiti dengan prestasi kuality rantaian bekalan
Winning customer loyalty in an automotive company through Six Sigma: a case study
Six Sigma is a disciplined approach to improving product, process and service quality. Since its inception at Motorola in the mid 1980s Six Sigma has evolved significantly and continues to expand to improve process performance, enhance business profitability and increase customer satisfaction. This paper presents an extensive literature review based on the experiences of both academics and practitioners on Six Sigma, followed by the application of the Define, Measure, Analyse, Improve, Control (DMAIC) problem-solving methodology to identify the parameters causing casting defects and to control these parameters. The results of the study are based on the application of tools and techniques in the DMAIC methodology, i.e. Pareto Analysis, Measurement System Analysis, Regression Analysis and Design of Experiment. The results of the study show that the application of the Six Sigma methodology reduced casting defects and increased the process capability of the process from 0.49 to 1.28. The application of DMAIC has resulted in a significant financial impact (over U.S. $110â000 per annum) on the bottom-line of the company
Integrating Kanoâs Model and SERVQUAL to Improve Healthcare Service Quality
The purpose of this research is focus on customer relationship management (CRM) strategies
and relationship between service attributes and customer satisfaction through Kanoâs model especially on
healthcare service at the private hospital. The paper specifically investigates the applicability of the model
and the key factors in the hospital service business. The hospital service quality much depends on the
performance of the attributes that define a service. The aim of this paper is first to investigate the attribute
of service quality using Servqual perspective, thus the management is able to adjust the relationship
between performance of service attributes and customer satisfaction, and second, through a case study
in the private hospital to prove that the importance of a service attribute is a function of the performance
of that attribute.
An empirical study using questionnaires with a focus on service enquiring about the performance
of service key attributes and overall customer satisfaction was conducted using Servqual perspective
including 5 parameters i.e. Tangibles, Reliability, Responsiveness, Assurance, Empathy. The data were
fed into the Kano customer satisfaction model which used Five-level Kano questionnaire for analysis and
comparison between one attribute to the others.
This research found that there are three of the total 26 service quality attributes have been
categorized as âattractiveâ. Four service quality attributes have been categorized as âmust beâ, and
sixteen of them as âone-dimensionalâ. However, there is no service quality attribute can be categorized as
âreverseâ and âquestionableâ. It can be predicted that offering customers âmust beâ or expected quality
attributes will not be enough for customer satisfaction in few next days cause of the contemporary world
and the environment changing. Hence, companies should focus on âattractiveâ quality attributes instead of
âmust beâ or âone-dimensionalâ attributes in order to satisfy customers and to achieve competitive
advantage.
The research limitations is the Kano model of customer satisfaction needs to be extended to
other customer behavior variables and also management strategic response to increase customer loyalty;
which not include in this paper. The implication is the methodology employed here can be easily applied
by hospital management to evaluate customer behaviors and service quality performance
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