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Managing Customer Dissatisfaction through effective complaint management systems
Abstract
Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and management as essential for achieving customer retention and loyalty. It argues the principle, demonstrates the points through best practice application, and produces a roadmap and an audit tool for developing a culture which is not averse to handling complaints.
... Chiara (2003) proposed that firms can obtain privileged information about customer needs by making use of the firms" customer relationship database such as loyalty card in order to help them to provide more satisfactory offering than their competitors. In addition, researchers claim that the cost of serving one loyal and satisfied customer is much lower than attracting a new customer (Zairi 2000;Reicheld & Sasser 1990, Heskett et al 1997. Sirohi et al (1998) and Yuen & Chan (2010) assert that once a firm concentrates on existing customers, it could lead to satisfaction and through this process the firm stands to gain positively in terms of creation of customer loyalty, increased customer patronage, positive word of mouth which generates publicity and making references and referrals. ...
... Customers have become an important part of any firm especially those in the grocery retail sector and many researchers have also placed emphasis on the importance of customers. Zairi (2000) cited in Singh (2006:1) said, "Customers are the purpose of what we do and rather than depending on us, we very much depend on them. The customer is not the source of a problem; we should not perhaps make that customer "should go away" because our future and our security will be put in jeopardy". ...
... Customer satisfaction once achieved leads to loyalty and retention of customers. Zairi (2000) cited in Singh (2006) suggests that "Customers are the purpose of what we do and rather than depending on us, we very much depend on them. The customer is not the source of a problem; we shouldn"t perhaps make that customer "should go away" because our future and our security will be put in jeopardy". ...
In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets as the top aspects that drive satisfaction while additional services were ranked lowest. Due to these results, the impact of these attributes on Customer satisfaction must not be underestimated.
... Analisis ini dapat membantu organisasi dalam mengidentifikasi masalah yang sering muncul, menangani kekhawatiran pelanggan, dan mengenali area keunggulan yang dapat dimanfaatkan lebih lanjut untuk meningkatkan pengalaman pelanggan secara keseluruhan. Data ini dapat digunakan untuk memperbaiki layanan konsumen atau produk yang tidak memuaskan konsumen dan meningkatkan pengalaman konsumen secara keseluruhan (Wardhana, 2023;Kim & Lim, 2021;Said & Muqrashi, 2020;Were et al., 2019;Agarwal, 2019;Bozhuk et al., 2019;Jamaludin et al., 2019;Helia et al., 2018;Terragni & Hassani, 2018;Chawla et al., 2017;Sinha & Kaur, 2016;Godolja & Spaho, 2014;Das & Canel, 2006;Гупта et al., 2004;Janes & Wisnom, 2003;Friman & Erdvardsson, 2003;Kohavi & Parekh, 2003;Zairi, 2000;Wirtz & Tomlin, 2000). ...
... Dengan memantau interaksi dan keterlibatan pelanggan di media sosial, perusahaan dapat mengidentifikasi pola, tren, dan potensi masalah yang mempengaruhi loyalitas dan retensi pelanggan. (Wardhana, 2023;Pinto-Luque, 2023;Diniati et al., 2023;Adzhigalieva et al., 2022;Kim & Lim, 2021;Morgeson et al., 2020;Said & Muqrashi, 2020;Kassem et al., 2020;Agarwal, 2019;Gallagher et al., 2019;Shooshtari et al., 2018;Hsiao et al., 2016;Balaji et al., 2015;Filip, 2013;Dinnen & Hassanien, 2011;Rothenberger et al., 2008;Zairi, 2000;Aspinall, Nancarrow, Stone, 2001). ...
... (Wardhana, 2023;Pinto-Luque, 2023;Diniati et al., 2023;Adzhigalieva et al., 2022;Kim & Lim, 2021;Morgeson et al., 2020;Said & Muqrashi, 2020;Kassem et al., 2020;Agarwal, 2019;Gallagher et al., 2019;Shooshtari et al., 2018;Hsiao et al. Prasetyo, Hartoyo, Tinaprila, 2016;Filip, 2013;Dinnen & Hassanien, 2011;Rothenberger et al., 2008;Zairi, 2000;Aspinall, Nancarrow, Stone, 2001). ...
Dalam lanskap bisnis yang berkembang pesat, memahami dan memenuhi kebutuhan serta preferensi konsumen telah menjadi kewajiban krusial bagi organisasi yang ingin mempertahankan keunggulan kompetitif dan memastikan kesuksesan jangka panjang. Mengukur kepuasan konsumen telah muncul sebagai strategi penting, memungkinkan perusahaan untuk memperoleh wawasan berharga, menyempurnakan penawaran mereka, dan pada akhirnya, membangun hubungan yang langgeng dengan konsumen target mereka. (Wardhana, 2023; Shin & Elliott, 2023; Anh et al., 2022; Mustafidah et al., 2020; Malik & Bhargaw, 2019; Gimpel et al., 2018; Singh, 2018; Ghoumrassi & Ţigu, 2017; Pizam et al., 2016; Yang, 2011; Evanschitzky et al., 2008; Gilbert & Veloutsou, 2006; Das & Canel, 2006; Finn, 2005; Stein & Bowen, 2003; Wilson, 2002; Dubrovski, 2001; Fornell et al., 1996; Halstead, 1993; Pacheco, 1989).
Beberapa metode pengukuran kepuasan konsumen (Consumer Satisfaction Measurement Methods) yang umum digunakan: Customer Satisfaction Survey (CSS), Focus Group Discussion (FGD), Net Promoter Score (NPS), Mystery Shopping (MS)/Ghost Shopping (GS), Social Media Analytics (SMA), Customer Effort Score (CES), Customer Journey Mapping (CJM), Online Reviews, Loyalty Program Metrics (LPM) atau Metrik Program, Customer Satisfaction Index (CSI), Customer Churn Rate (CCR)/ Lost Customers Analysis (LCA), Customer Lifetime Value (CLV), Complaints and Compliments Analysis (CCA), Social Media Listening (SML), Complaint Resolution Index (CRI), Social Media Monitoring (SMM), Customer Retention Rate (CRR), Complaint Analysis (CA), Customer Loyalty Index (CLI), Sentiment Analysis (SA), Customer Observation (CO), Business Performance Matrix (BPM), Importance Performance Analysis (IPA)
... In most sectors, about half of the customers do not report their complaints. Therefore, the absence of complaints does not necessarily signify efficient management practices [9]. It is crucial for savvy businesses to cultivate a culture where customers feel encouraged to voice their dissatisfactions and are provided with suitable means to do so. ...
... Complaint management model at NRMA[9] ...
In the present study, the domain of customer complaints management (CCM) and its pivotal challenges are explored as fundamental elements for fostering customer retention and loyalty. This study illustrates and examines various models that represent the CCM process. Additionally, it introduces a framework for complaint intensity, wherein the combined distribution of complaint intensity and satisfaction with outcomes can be envisaged within four distinct quadrants, each recommending a unique approach to CCM. Strategies to enhance CCM have been suggested, and the concept of return on complaint management (RoCM) is elucidated as a key metric for assessing the profitability of complaint management. The primary insights from this research underscore that effective management of customer complaints necessitates a transformative shift in the cultural ethos of the organization and a structured methodology. It is also crucial to consider various levels within the complaint management hierarchy; the role of team-involved employees is vital for the success of complaint handling procedures; and the empowerment of CCM should encompass strategic planning, process optimization, and thorough analysis.
... The study of customer satisfaction especially in retail banking has gained attention in recent times (Oliver,1997;Zairi, 2000).Most of these studies (Levesque and McDougall, 1996;Zeithaml and Bitner, 2000)have rather been conducted on advanced economies; those thatexist on a developing nation like Ghana also tendto focus their attention on customers' satisfaction with general products and services (rather than on specific products and services)which does not enable the institutions to properly implement strategies that could enhance maximum customer satisfaction. ...
... The objective of this research is: The importance of customers has been highlighted by many researchers and academicians. According to Zairi (2000), organizations should focus on satisfying the needs of customers since they account for why businesses exist and the purpose of the activities they undertake. ...
The purpose of this study is to evaluate the level of customer satisfaction with loan services in the banking industry. The study uses the service quality of loan facilities at Barclays Bank Ghana Limited as a case study. Through a stratified random sampling method, seventy (70) respondents of the bank's branch in Nkawkaw in the Eastern Region of Ghana were selected to participate in the study. Questionnaires and interviews were used to measure the respondents' level of satisfaction with the bank's loan services and other service quality dimensions. The data gathered were analysed using SPSS (Version 16.0) and presented by the use of statistical models such as graphs, charts, and tables. It was observed that the customers were generally satisfied with the loan services when assessed on 12 service quality dimensions. Interest rates, account charges, company reputation and past experience with the bank were found to be important factors in attracting the customers. Existing customers are also willing to recommend the bank to their reference group. These factors are useful for strategic decisions.
... According to Hansemark & Albinsson (2004), satisfaction is an overall customer perspective towards a product provider or a reaction to the difference between what customers expect and what they get in terms of fulfilling a need. Zairi (2000) says that many studies have looked into the impact of customer satisfaction on repeat purchases, loyalty, and retention. They have all echoed the concern that satisfied customers are most likely to tell five to six others about their positive experiences. ...
... If the perceived performance is lower than the expectation, the person is dissatisfied (Kotler & Keller, 2012). Furthermore, Zairi (2000) says that many studies have viewed the impact of customer satisfaction on repeat purchases, loyalty, and retention. They have shown that satisfied customers are most likely to share their experiences with other people (about five to six people). ...
Cambodia's population is rising day by day, and the urbanization rate also rises every year. Moreover, the rate of the middle class has also been growing steadily since 2009. The changing lifestyle of Cambodian customers from traditional to modern retail increased yearly due to the modern retail that offers a well-listed, hygienic environment, air-conditioned stores, and high-quality offerings. The Cambodia retail industry has appeared as one of the fastest-growing markets in the region. These days, customers are willing to pay a 10 - 20% premium over prices at small convenience stores for clean stores and higher quality goods (Cambodia Constructors Association, 2018). The above leads the researchers to conduct the study of convenience stores in the modern retail industry.
This research investigates factors influencing customer satisfaction towards convenience stores in Phnom Penh. The researchers study six independent variables: facilities, location, price, product quality, process1, and service quality; one dependent variable is customer satisfaction. The researchers use a quantitative approach to study the whole population of Phnom Penh for generalized findings and results. The researchers use purposive and convenience sampling by conducting physical and online Google Forms surveys that consist of 43 items of questionnaire and have descriptive, correlation, and regression analysis through Microsoft Excel and IBM SPSS with the valid responses of 495 convenience stores' customers. Throughout the finding, the data shows that facilities and process have the most significant impact on customer satisfaction, followed by price, service quality, and location. Surprisingly, product quality has the least significant impact on customer satisfaction.
... Determination of these factors iseffective in creating brand loyalty apart from satisfaction. Zairi (2013) opines that the importance of customers in the survival of a business cannot be overemphasis, thus business drivers believe that customers are the purpose of what they do and they very much depend on them; customers are not the source of a problem and they should never make a wish that customers should go away because their future and security will be put in jeopardy. That is the main reason Zairi (2013) maintains that financial institutions are focusing much attention on customer satisfaction. ...
... Zairi (2013) opines that the importance of customers in the survival of a business cannot be overemphasis, thus business drivers believe that customers are the purpose of what they do and they very much depend on them; customers are not the source of a problem and they should never make a wish that customers should go away because their future and security will be put in jeopardy. That is the main reason Zairi (2013) maintains that financial institutions are focusing much attention on customer satisfaction. Hansemark, (2017), aver that satisfaction is an overall customer attitude or behaviour towards a service provider, or an emotional reaction towards the difference between what customers expect and what they receive, regarding the fulfilment of some desire, need or goal. ...
The ability for an organization to create and managed brands by communicating it product and image is steadily declining in effectiveness and relevance. As traditional mass media is overtaken by word-of mouth and peer review dialogue as the primary driver of consumer attitude and brand choice, consumers are more able to challenge an organization's brand promise as well as seek out alternatives. Thus, this paper focused on the role of brand advocacy on consumer satisfaction. Thus the purpose of the paper was to investigate what role (s) brand advocacy play on consumer satisfaction towards the brand. In line with the stipulated objective the cognitive dissonance and brand identity theories were employed to further provide perspective for the study. Similarly, secondary data was retrieved as the research design was documentary. Thus findings showed that in creating successful brand advocacy organizations requires a different set of brand management competencies. It requires organizations to develop and harness the competencies of customers. Also a successful brand advocacy demands new communication infrastructures to enable customers listen and participate brand conversations. It is concluded that brand advocacy is necessary to provide needed information for customer satisfaction .It is recommended that brand managers should make brand advocacy a new paradigm for advertising, since advocacy triggers brand satisfaction, and loyalty and enable the brand to compete favourably in the ever changing market.
... A satisfied customer is more likely to buy a product and share his or her experience with five or six other people (Gronroos, 2007, Zairi, 2000. On contratrory, a dissatisfied customer can make him leave the organization even though the organization had nearly satisfied them (Mohsan et al, 2011). ...
This research aims to identify and measure the influence of factors affecting customers’ loyalty for gym service at K.I.M
Center by surveying 640 customers using the gym service at K.I.M Center. Cronbach's alpha, EFA, CFA and SEM analysis were used in the study. The results of the model tested with SEM supported 11 hypotheses out of a total of 12 hypotheses. The four factors are (i) Habits, (ii) Conversion cost, (iii) Relationship Marketing, and (iv) Satisfaction towards customers’ loyalty at the center. Two factors (i) Intangible quality, (ii) Tangible quality have an impact on customers’ satisfaction. In addition, other relationships in the model are also verified (1) the impact of relationship marketing on tangible and intangible quality, (2) the impact of tangible and intangible quality on the habit; (3) and the impact of tangible quality on customers’ conversion cost. In it, the factor of Satisfaction expressed through tangible and intangible quality has the strongest impact on customers’ loyalty.
... It also aids in identifying potential market opportunities (Evangelos and Yannis, 2010). Highlighting the importance of customer satisfaction from a business perspective, Zairi (2010) asserts that customers are the core purpose of business activities; rather than businesses depending on customers, they are fundamentally reliant on them. The customer should not be seen as a source of problems, and businesses should not wish for customers to "go away," as their future and security depend on customer loyalty. ...
Non-financial performance indicators play a crucial role in determining the long-term survival of entrepreneurial businesses by revealing factors influencing their financial performance over time. This study aims to examine the predictive power of these indicators on the longevity of small-scale entrepreneurial startups in Akwa Ibom State. A descriptive survey approach is employed, focusing on 376 small business owners randomly selected from a population of 928 entrepreneurs registered with the Small and Medium Enterprise Development Agency of Nigeria in Akwa Ibom State. Data collection involves a 4-point rating scale questionnaire titled 'Non-financial Performance Measurement Indicators Questionnaire,' validated through a trial test with 30 non-participating small business owners. Researchers and seven trained assistants administered the questionnaire, and statistical analysis, including simple linear regression, was conducted to address research questions and test hypotheses at a significance level of 0.05. The findings indicates that product quality, innovation, and customer satisfaction strongly predict the long-term survival of entrepreneurial startups. Furthermore, these factors are found to have significant predictive power. The study concludes that in today's competitive and uncertain business environment, small-scale entrepreneurs in Akwa Ibom State can enhance their business longevity by prioritising quality, innovation, and customer satisfaction. Recommendations include continual improvement of products to ensure sustained entrepreneurial success. Introduction A small entrepreneurial start-up is a novel business that is independently owned and operated, typically not dominant in its industry, yet offers valuable goods or services to customers. These start-ups significantly contribute to any nation's economic development, serving as the backbone of the economy by creating and redistributing wealth, providing employment opportunities, utilising local raw materials, generating government revenue, and supplying goods and services for both households and industries. However, in Akwa Ibom State, many small-scale businesses struggle to survive over the long term. This challenge is one reason why entrepreneurs with new businesses place considerable emphasis on financial performance. Focusing solely on the financial performance of a business does not
... Agarwal, 2019; Gallagher et al., 2019;Shooshtari et al., 2018;Hsiao et al., 2016;Balaji et al., 2015;Filip, 2013;Dinnen & Hassanien, 2011;Rothenberger et al., 2008;Zairi, 2000;Aspinall, Nancarrow, Stone, 2001). Untuk mengelola retensi pelanggan secara efektif, bisnis harus terlebih dahulu memahami komponen kunci dari Tingkat Retensi Pelanggan, yang meliputi pemantauan keterlibatan pelanggan, metrik kepuasan, dan penerapan strategi proaktif untuk mengatasi potensi churn. ...
Customer Retention Rate (CRR) atau Tingkat Retensi Pelanggan mengukur persentase pelanggan yang terus berbisnis dengan perusahaan dalam jangka waktu tertentu, sehingga menunjukkan seberapa efektif perusahaan dalam mempertahankan konsumennya. Untuk menghitung Customer Retention Rate (CRR), perusahaan membagi jumlah pelanggan yang tetap dengan total pelanggan selama periode waktu tertentu. Dengan memantau interaksi dan keterlibatan pelanggan di media sosial, perusahaan dapat mengidentifikasi pola, tren, dan potensi masalah yang mempengaruhi loyalitas dan retensi pelanggan. (Wardhana, 2023; Pinto-Luque, 2023; Diniati et al., 2023; Adzhigalieva et al., 2022; Kim & Lim, 2021; Morgeson et al., 2020; Said & Muqrashi, 2020; Kassem et al., 2020; Agarwal, 2019; Gallagher et al., 2019; Shooshtari et al., 2018; Hsiao et al., 2016; Balaji et al., 2015; Filip, 2013; Dinnen & Hassanien, 2011; Rothenberger et al., 2008; Zairi, 2000; Aspinall, Nancarrow, Stone, 2001).
... Analisis ini memungkinkan perusahaan untuk memahami area masalah dan kekurangan dalam layanan serta produk mereka, dan menyelesaikan isu pelanggan dengan cara yang lebih efektif. (Wardhana, 2023;Pinto-Luque, 2023;Diniati et al., 2023;Adzhigalieva et al., 2022;Kim & Lim, 2021;Morgeson et al., 2020;Said & Muqrashi, 2020;Kassem et al., 2020;Agarwal, 2019;Gallagher et al., 2019;Shooshtari et al., 2018;Hsiao et al, 2016;Prasetyo, Hartoyo, Tinaprila, 2015;Filip, 2013;Dinnen & Hassanien, 2011;Rothenberger et al., 2008;Zairi, 2000;Aspinall, Nancarrow, Stone, 2001). ...
Complaint Analysis (CA) merupakan pengumpulan umpan balik dari pelanggan, evaluasi keluhan konsumen, dan analisis sentimen di media sosial untuk mengidentifikasi pola dan masalah yang sering muncul dalam pengalaman pelanggan. Analisis ini memungkinkan perusahaan untuk memahami area masalah dan kekurangan dalam layanan serta produk mereka, dan menyelesaikan isu pelanggan dengan cara yang lebih efektif. (Wardhana, 2023; Pinto-Luque, 2023; Diniati et al., 2023; Adzhigalieva et al., 2022; Kim & Lim, 2021; Morgeson et al., 2020; Said & Muqrashi, 2020; Kassem et al., 2020; Agarwal, 2019; Gallagher et al., 2019; Shooshtari et al., 2018; Hsiao et al, 2016; Prasetyo, Hartoyo, Tinaprila, 2015; Filip, 2013; Dinnen & Hassanien, 2011; Rothenberger et al., 2008; Zairi, 2000; Aspinall, Nancarrow, Stone, 2001).
... such satisfaction positively correlates with customer loyalty, whereas discontentment tends to drive customer attrition. A satisfied customer is more likely to engage in repeat purchases and disseminate their experiences to five or six others (gronroos, 2000;Zairi, 2000). Furthermore, even slight dissatisfaction among customers might prompt them to discontinue business relations with an organization, notwithstanding the organization's substantial efforts to satisfy them (Mohsan et al., 2011). ...
The study aims to examine the factors affecting the satisfaction and loyalty of foreign investors in a locality through ‘hard’ infrastructure and ‘soft’ infrastructure factors. The author used Cronbach’s Alpha, EFA, and SEM to analyze primary data and test the hypothesis. The findings indicate that factors such as Infrastructure, Human Resources, Investment Policy, Living Environment, Local Brand, Quality of Public Services, and Local Advantages impact FDI investors’ satisfaction. Meanwhile, Competitive input costs are the only factor affecting the loyalty of FDI investors which differs from previous research. These results serve as a crucial foundation for Vietnamese municipalities to implement various strategies to enhance satisfaction and bolster the loyalty of FDI investors, ultimately amplifying the draw of foreign direct investment into the area.
... Так само незадоволені клієнти з більшою ймовірністю розкажуть ще десятьом людям про свій невдалий досвід. Крім того, важливо розуміти, що багато клієнтів не будуть скаржитися, і це буде відрізнятися від однієї галузі до іншої [8]. ...
This article examines the methods of increasing the profit of companies due to the improvement of the quality of services provided, using the example of agricultural companies. In the context of scientific research, serviceability refers to issues of efficiency, quality of service, interaction with customers in various areas of business. Research into aspects of serviceability allows you to determine the strategic direction of the company's development for scaling, increasing profits, attracting new and retaining existing customers. Methods of increasing customer loyalty were considered and a comparison of approaches to service of Ukrainian companies with international practices of other countries was made. Considered methods of assessing serviceability. The main aspects of serviceability, scientific approaches to the provision of administrative services from international practitioners have been studied. The scheme of indicators that affect the long-term perspective is shown, and what place customer loyalty occupies in it. It is important to take into account changes in the conditions of market competition and consumer preferences when researching aspects of serviceability. The development of technologies also plays a significant role in the formation of the service strategy of companies. New innovations, such as artificial intelligence, data analysis and others, allow us to automate service processes, providing faster, more efficient and personalized service for customers. Along with this, it is important to take into account cultural and geographical differences in the perception of the service. What may be a successful approach in one country or region may not work in another. Therefore, adapting service strategies to local conditions and consumer needs is a key aspect of companies' development. Another important direction is the constant monitoring and updating of service standards of companies. The world is changing rapidly, and what was effective yesterday may no longer meet today's market needs. Therefore, it is important to have mechanisms to constantly collect feedback from customers and quickly respond to their changing needs and expectations. In light of these factors, companies should consider service as a strategic component of their business. Investing in improving service quality and meeting customer needs can be critical to increasing competitiveness and profitability in the long run.
... However, this expectation is sometimes a mirage as customers are left with unpleasant experiences. Most customers will not complain about a bad experience with a service provider but prefer to share it with friends, family and other acquaintances (Zairi, 2000).This concept has been ignored by many service providers in Ghana's hospitality business while empirical evidence reveals that service quality in the hospitality industry needs significant improvement (Mensah, 2009). Financial, human resource and other constraints have conspired to undermine the potential of the hospitality industry in Ghana to contribute meaningfully to the economy (Amankwah-Amoah, Debrah, Honyenuga, & Adzoyi, 2018). ...
Purpose: This study examines the relationship between service quality and customer satisfaction in the hospitality industry using the Bolgatanga Municipality in the Upper East Region of Ghana as a case study. Design/Methodology/Approach: This study used a case study design and a quantitative approach. The study used both secondary and primary data. The secondary data was gathered from textbooks, reports and journal publications. The primary data were collected from a purposively selected sample of one hundred and fifty respondents using a structured closed-ended questionnaire. The respondents were customers of bars and restaurants in Bolgatanga municipality. Principal axial factor analysis was used to analyze the data to examine the relationship between service quality and customer satisfaction. Findings: The analysis revealed that almost 43% of the service quality gaps in the hospitality industry in Bolgatanga municipality are accounted for by the five service quality factors, namely tangibility, reliability, responsiveness, accuracy and empathy. The empirical evidence suggests a positive relationship between service quality and customer satisfaction. Conclusion: The results confirmed that all five service quality factors have a positive relationship with customer satisfaction. The research supports the call for service quality to be used as a strategy for sustainable business development.
... In this scene, a severe complaint management strategy needs to be adopted to avoid the end of the relationship because complaints tend be more serious and have more difficult and long resolution procedures. As Zairi (2000) argued, international clients do not tolerate mistakes, and fragile and poor management processes are not accepted when this type of distribution channels are used. ...
Purpose
This paper first aims to examine associations between factors involved in business-to-business complaints management and results (satisfaction and loyalty) and analyses three types of distributors based on their cultural profile (domestic, low context and high context). Second, the paper investigates whether the identified associations remain stable over time.
Design/methodology/approach
Data from a sample of distributors for a manufacturing company were gathered during two periods of time. A factorial analysis of correspondences and a cluster analysis were carried out to visually represent the associations among clients, complaints and results in the associations among clients, complaints and results. The stability over time of these relationships was also analysed by calculating the correlations between the Euclidean distances on the two maps (one per year) and their mobility ratio.
Findings
The authors found significant evidence that clients from different cultures are associated with varying profiles of complaint and different result types and that certain associations remain stable over time.
Originality/value
While many studies have analysed complaint behaviour in business-to-consumer contexts, there is a lack of research from an international business-business relations point of view, leaving questions virtually unexplored. Second, the last phases of supply chain management, specifically complaints management, have been undeveloped, limiting the cultural factor to the general scope of negotiation. In this vein, this paper compares different complaint profiles and results, comparing culturally different customers/distributors. Third, research has mostly referred to a single period, while this paper investigates two different periods of time for the same company (and their distributors) to analyse the relevance of the stability (or not) over time of the associations identified.
... The research findings concur with the view of Zairi (2000) that: ...
Background: The poor resolution of customer complaints in the domain of public service is often attributed to a lack of accountability, transparency, communication, leadership, competent personnel, and well-defined complaint-management policies. Aim: This article examined the efficacy and efficiency of the processes and procedures used to carry out the customer complaints management policy within the public service. Setting: The study focused on the Department of Employment and Labour in the Free State province. Methods: A qualitative study design was adopted, with self-administered questionnaires used to collect data from 20 purposefully selected participants from the Department of Employment and Labour – Free State province. Results: The research revealed several key findings. Firstly, there was a lack of consequences for subpar performance. Secondly, inadequate communication and coordination hindered the timely resolution of customer complaints, and minimal frontline staff training on the customer complaints management policy. Thirdly, it was discovered that a lack of capacity resulted in underreporting of complaints, which has a detrimental impact on how quickly and effectively customer complaints are handled. Conclusion and contribution: The implications of this study, therefore, draw attention to redress mechanisms as a vehicle to turn around and improve public service delivery. The study recommends that the Department of Employment and Labour should consider increasing the capacity of staff in handling customer complaints, developing appropriate customer complaints management training manuals, and establishing a business unit or directorate that deals with customer complaints.
... Davies et al., (1995). That is why the subject of banks performance is very important for customers' satisfaction, loyalty and retention Zairi (2000). In fact, customer loyalty stems from the organization's creation of benefit for customers so they will be retained and continue doing business with the organization (Anderson & Jacobsen, 2000). ...
In Nigeria, commercial banks play a significant role in economic growth. Every bank wants to keep its customers satisfied in other to have an edge over competitions. The researcher looks at Application of some multivariate techniques on nexus between banks performance and consumers’ satisfaction. Three commercial banks (UBA, UNION and ZENITH) were used for the period 2004 to 2021. The objectives of the study are to find out if there is significant connection between banks performance and consumers satisfaction; to compare banks performance and customer satisfaction using related variables also to ascertain which bank is better than others in efficiency. R software was used to analyze the data using three multivariate Techniques. The result showed that there is a positive correlation of r=0.9891 indicating a strong connection between banks performance and customers satisfaction. Further result showed that Zenith bank performed best with Total Liability (26.7) and Total Asset (16.8) having more influence on performance variable and No of ATM (1.6), Total Shareholders’ Equity (1.2) and Product/services (1.1) having more influence on satisfactory variables. The result equally revealed that two factors were sufficient for zenith with factor 1 having 51% and 7 variables loading positively to it. Factor 2 had 42% with 8 variables loading positively to it. The result for UBA followed with Total Liability(12.3) and Total Asset(2.02) having more influence on performance variable and No of ATM(1.001) and No of branches(1.52) having more influence on satisfactory variables. Two factors was sufficient for UBA with factor 1 having 75% and 8 variables loading positively to it. The least Bank was Union Bank with Total Liability(2.8) and Total Asset(2.5) having more influence on performance variable and No of ATM(0.7), No of branches(0.9) having more influence on satisfactory variables. One factor was sufficient for Union with factor 1 having 44% and 7 variables loading positively to it. From the results found, it is evidently clear that Zenith Bank is better and more efficient than the others in this study.
... If a company disregards its customer's significance, then it can confront serious results for their future, and security can be put in danger. For this reason, companies are now centering their attention on client gratification, devotion, loyalty, and retention (Zairi, 2000). Satisfaction is a client's conduct towards a source or brand providing any service or product, or it can be an expressive response resulting from the consistency between clients' expectations and actual acquisition, concerning the achievement of some want goal, or need (Hansemark & Albinsson, 2004). ...
Customers are a very valuable asset for any company or brand. Brand credibility is playing a key role in developing customers’ behavioral patterns. The credibility and integrity of a company play an essential role in making its customers contended with the services and also in maintaining their customers for a prolonged time. Considering the importance of customers and brands in marketing any product(s) or service(s), this study aims to analyze the influence of brand credibility on customer satisfaction and loyalty as well as to explicate the association between customer satisfaction or gratification and customer loyalty or devotion. The study was quantitative in nature and a close-ended questionnaire was distributed amongst the drawn sample to assess the influence of credible brands on clients’ satisfaction, devotion, and loyalty towards the brand. A convenient sampling procedure was adopted for acquiring data from the target population of Islamabad/Rawalpindi and the sample size was 160 respondents using the banking services of any public or private sector bank of Pakistan and residing in Islamabad and Rawalpindi. It was found that brand credibility is positively associated with customer loyalty and satisfaction. Besides, the findings also acknowledged a positive association of customer satisfaction with customer devotion and loyalty. This means that the more a brand is credible, the more customer satisfaction is achieved, which consequently influences customer loyalty trust, and devotion toward the brand in a positive manner. Keywords: Brand, Customers, Brand Credibility, Customer Satisfaction, Customer Loyalty.
... Consequently, any staff who faces patient complaints will not know how to handle complaints, creating confusion among staff that may end by blaming culture. Most organizations facing big challenges in customer complaints management suffer from a systematic approach to complaints handling, have adverse cultures, and have too many blame and criticism practices (22). ...
Health consumers or patients become aware of their health literacy by obtaining, processing, understanding, and communicating health-related information when they come to health decisions. However, background knowledge obtained would set patients' expectations and satisfaction, and the expression of patients' expectation gap that creates dissatisfaction or concern with a service provided is called complaint. This present study aimed to obtain a comprehensive understanding about the role and activities of public relations on patient complaint management at X public hospital in Indonesia. This research applied a qualitative method using the purposive sampling technique. The research finding showed that the informants at the hospital lacked communication and public relations knowledge, and no training was given to the staff involved in communication matters. This absence of an academic foundation to guide the work directly affects the professionalism of the public relations manager, especially during managing complaints and making policies. As a result, the public relations department of the hospital did not have a direct channel for the patients to register their complaints, and the only indirect patient complaint facility aimed at the public relations was not managed by the public relations department. In short, this study shows that the public relations manager did not have a management role on the complaint management at the hospital, which consequently brings a snowball effect to the overall management of complaints due to the practices of encroachment, and the hospital must provide more training and professional coaching to bring back the role and functions of public relations.
... In most industries, up to 50% customers do not complain. Thus, loss of complaint is not a real sign of efficient management (Zairi, 2000). Intelligent organizations need to encourage customers to make complaints and provide its tools. ...
Today, the intense competition in any industries has lead organizations to try to win in this arena. Competition has changed customer-related sight of organizations, because a customer is one who fosters or kills a business. Therefore, today's customer is known as a survival factor for all organizations. In this article, the aim of ECCM and FMEA combination is to present a design that with regard to the value of customer's compliant can successfully use powerful ECCM in most service complaints. By using this pattern, we can formulate a continuous plan in order to prevent accidents that occur due to product defects, deliver a sound product to customer and not tag any problem for the customer and the provider. Hence, these findings can enrich exiting knowledge through calling attention to the compliant management in business networks and relationships.
... Financial institutions think that attracting consumer happiness is essential to business. Because of this, financial institutions are increasingly focused on retaining and satisfying their clients (Zairi, 2000). Every worker engaged in any phase of the customer service procedure experiences a feeling of accomplishment and achievement when client satisfaction is measured. ...
This study looks into the important aspects of customer satisfaction in Kolkata, India's banking sector. Kolkata, one of the nation's principal financial centres, has a competitive and diverse banking market, thus it is critical for banks to put client happiness first in order to stay ahead of the competition. The purpose of this study is to determine the major variables affecting customer satisfaction and the degree to which these variables affect the entire banking experience in Kolkata. Structured questionnaires were utilized to collect quantitative data from a broad sample of bank customers, and in-depth interviews with specific individuals were employed to provide qualitative insights. The results of the study were then subjected to theme analysis and statistical methods
... Sirohi et al. (1998) and Yuen and Chan (2010) mentioned that once a firm concentrates on existing customers, it could lead to satisfaction and through this process the firm stands to gain positively in terms of creation of customer loyalty, increased customer patronage, positive word of mouth which generates publicity and making references and referrals. In addition, researchers claim that the cost of serving one loyal and satisfied customer is much lower than attracting a new customer (Zairi 2000;Reicheld and Sasser 1990;Heskett et al. 1997). According to Singh (2006), considering the needs and wants of customers is one of the drivers of organizational successes. ...
Customer satisfaction can be a pivotal indicator of how well the retail stores are meeting the expectations of the customers. It is required to measure the satisfaction level of customers. For this purpose, two sets of questionnaires were prepared: one for the customers and another for the employees of the two selected outlets. Through Croanbach's Alpha reliability of the questionnaire was tested. Collected data was analyzed using SPSS version 20. Obtained results indicate that 5% of customers are highly satisfied while 57% of customers are satisfied with the overall services provided by the selected retail store. Through factor analysis seven hidden factors mostly contributing to customer satisfaction were identified named as: purchasing pattern of customers, marketing strategy, personnel service, and demographic factors, service facilities, competitive excellence, and post-purchase behavior of customers. From the comparative analysis from the customer and employee point of view, it was found that there is a mismatch. The probable reasons for this difference are explained. Through regression analysis, the contributions of 23 of those seven hidden factors to the overall satisfaction of the customers were also determined. It was found that apart from the demographic factor, the other six factors have a significant contribution to overall satisfaction.
... Customers have become an important part of any firm especially those in the grocery retail sector and many researchers have also placed emphasis on the importance of customers. Zairi (2000) cited in Singh (2006) said, "Customers are the purpose of what we do and rather than depending on us, we very much depend on them. The customer is not the source of a problem; ...
The study attempts to find out the determinants of customer satisfaction towards supermarkets in Thai Nguyen city. In this study 200 responses of the 4 selected supermarkets in Thai Nguyen city were surveyed by convenient method. From the literature review and expert opinion, it has been found out that the dimensions of customer satisfaction are based on: product, price, personal interaction, convenience, services and physical appearance. Regression Analysis was used to identify the impact of these factors on customer satisfaction. The research findings showed that product, price, personal interaction, convenience, services and physical appearance were positively impacted on customer satisfaction towards studied supermarkets. Among them price had a strongest influence on customer satisfaction. Based on these findings, some recommendations were proposed.
... In the context of this study, several factors can influence passengers' satisfaction, such as friendly, knowledgeable, courteous, and helpful employees, billing timeliness, competitive pricing, billing clarity, billing service quality, good value, and fast service (Hokanson, 1995). Passengers who are satisfied with the product or service will repeat purchases and give their loyalty, and this leads to passenger retention (Zairi, 2000). ...
The rise of ridesharing e-booking applications in Malaysia with their
interesting features and characteristics seems to give a huge impact on the
transportation industry. However, there are several issues pertaining to
security, safety, legality, and regulations. Three primary service quality
dimensions of e-ridesharing, which are considered fit and suitable in the
context of the current study, are identified, including app quality,
interaction quality, and physical environment quality. 487 questionnaires
were used for data analyses. The subdimensions were verified using an
exploratory factor, and regression analysis was conducted further. The
result indicates that e-ridesharing service quality dimensions, which
include app quality, interaction quality, and physical environment quality,
are able to improve passengers’ satisfaction and re-ride intention. The
findings are expected to help increase the quality of services offered by the
service providers and contribute to the body of knowledge which can be
replicated in the various service industries.
... In this scene, a severe complaint management strategy needs to be adopted to avoid the end of the relationship because complaints tend be more serious and have more difficult and long resolution procedures. As Zairi (2000) argued, international clients do not tolerate mistakes, and fragile and poor management processes are not accepted when this type of distribution channels are used. ...
Although the topic ‘complaint’ has been the subject of numerous studies, the present article stands out for examining the conceptual, social, and intellectual evolution of this field of research through a longitudinal global analysis from 1900 to 2019. Additionally, a comparative analysis of four different periods of time was developed. To this end, 2,084 scientific articles published in the Web of Science (WoS) were retrieved. The SciMAT tool was used to analyse them through scientific maps of co-words, citations, and the h-index. Performance analysis and scientific assignment were combined. Our results, based on bibliometric indicators, led us to conclude that research on complaints can be separated into nine main research blocks that have evolved differently over time: Satisfaction, Behaviour, Customers, Countries, Communication, Data analysis, Business, Law, and Theories.
... Customer Satisfaction Zairi (2000) defined satisfaction as the joy brought on by expectations being met. And when a product or service can meet a client's expectations for quality, it is said to have satisfied the consumer. ...
Purpose-The purpose of this research is to analyze the factors influencing Customer Satisfaction towards Customer Purchase Intention in Louisa Coffee, Taiwan. In this research, the researcher will accentuate Customer Satisfaction and related factors including Service Quality, Perceived Value, and Store Atmosphere within this study. Design/Methodology/Approach-This research is to identify the factors that influence customer satisfaction and purchase intention in the context of Louisa Coffee in Taiwan using secondary data analysis and archival research techniques. 426 respondents who have purchased in Louisa Coffee provided the information. In order to develop a new conceptual framework, this study also incorporates three frameworks from other studies. Findings-This study examines the factors that influence customer satisfaction and purchase intention. The results of the study show that Service Quality, Perceived Value, and Store Atmosphere have an impact on customer satisfaction. Furthermore, purchase intention is influenced by customer satisfaction. Research Limitations/Implications-Researching the variables that affect customer satisfaction and purchase intention has several limitations. This research's findings may not be entirely applicable to the cafes of other countries since this research was based on respondents of having purchasing Louisa Coffee and living in Taiwan. Originality/value-This research is about the important influencing variables of customer satisfaction and purchase intention.
... Customer satisfaction is a very essential topic for both researchers and managers in the service industries, as high levels of satisfaction create long-term customer retention and long-term competitiveness [1]. The feeling of fulfilling inner desires is called pleasure [2]. It is necessary to study consumers, to analyse their behaviour, to see what services they prefer, how and when they use them and to measure their satisfaction with the service received. ...
This paper examines the impact of customer satisfaction on their loyalty. Furthermore, the purpose of this paper is to define the appropriate attributes that define customer satisfaction and loyalty and determine the impact of satisfaction on customer loyalty of restaurant services. The application of structural equation modelling confirmed a statistically significant relationship and a direct impact of satisfaction on the loyalty of service users. To do so, 163 completed questionnaires were statistically processed. Satisfaction was measured by three attributes, and loyalty by two attributes. The validity of the questionnaire was confirmed with a value of Cronbach alfa coefficient of 0.89. Composite confidence (CR) is greater than 0.6 and average variability (AVE) is greater than 0.6 for all latent variables (constructors) ("satisfaction" and "loyalty"). Also, the suitability of the structural equation model was confirmed by Fit Statistic Results: Goodness-of-fit Index (GFI), Adjusted Goodness-of-fit Index (AGFI), Standardized Root Mean Square Residual (SRMR), Root Mean Square Error of Approximation (RMSEA), Comparative Fit Index (CFI) and Normed Fit Index (NFI), Tucker-Lewis Index (TLI). This model can measure, monitor, and improve customer satisfaction from restaurant service, as well
as their loyalty.
... Başka bir deyişle, müşterilerin memnuniyetsizliklerine ilişkin olumsuz geri bildirimleridir. Müşteri şikayetleri birçok stratejik fırsat sağlar ve şirketler için müşteri ilişkilerini geliştirmede faydalıdır [2], [3]. Günümüz bilgi teknolojileri sayesinde müşteri şikayetlerine online olarak kolayca ulaşılabilmekte ve bu durum diğer potansiyel müşterilerin davranışlarını etkileyebilmektedir. ...
Müşteri memnuniyetinde, hizmet ve ürünün kalitesi kadar müşteri şikayetlerinin dikkate alınması ve etkili bir şekilde yönetilmesi de oldukça önemli rol oynar. Günümüzde online ortamlarda şikayet daha fazla tercih edilmektedir. Bu çalışmanın amacı, kümeleme analizini kullanarak internet ortamında firmaların aldığı müşteri şikayetlerini ve bunları yönetim performanslarını değerlendirmektir. Bu amaca yönelik Sikayetvar.com internet sitesinden elde edilen veriler, CRISP-DM (Cross Industry Standard Process for Data Mining; Çapraz Endüstri Veri Madenciliği Standart Süreci) adımları baz alınarak iki aşamalı kümele analizi yöntemiyle analiz edilmiş ve elde edilen firma kümeleri profillenmiştir. Ayrıca elde edilen sonuçlar sektör bazlı olarak değerlendirilmiştir. Bu çalışmada önerilen yaklaşım ile firmalar şikayet yönetim performanslarını tespit edebilecek, diğer firmalar içindeki yerini görebilecek ve bu bağlamda başarılı firma profillerini baz alarak kendilerini geliştirebileceklerdir.
... The importance of customer satisfaction and customer loyalty cannot be estimated in today's competitive business environment (Tweneboah-Koduah & Duweh Farley, 2016) especially in marketing telecommunication devices (phones) in Nigeria. Hoffman and Bateson (2002) found that customers' perception of service quality is very important for managers to compete in the market, and also the key to increasing service quality according to customers' expectations in the marketing sector (Zairi, 2000). Hence, service quality shows the organization's ability to meet customers' desires and needs (Hanson, 2000). ...
... According to Malik and Ghaffor [70], customer satisfaction refers to "meeting customers' expectations in terms of particular satisfaction parameters". Zairi [71] defines this concept as the fulfillment of consumers' inner desires. Field scholars have defined this term in a variety of ways. ...
This study aims to explore the effects of five factors, i.e., price, food quality, ambiance, service quality, and online order on the performance of the Japanese restaurant of Kenzo in Iran. In this research, the required data were collected through a mixed-method involving both quantitative (with 81 participants) and qualitative (2 participants) approach. Data analysis was performed using the SPSS software. With the use of Lewin's Model of Change, the study's intervention plan was suggested. The Wilcoxon test results showed that the performance of the restaurant enhanced after the intervention. Foreign restaurants, especially Japanese ones, need to pay close attention to service quality and employees’ behaviors. This factor cannot be changed or improved overnight; it takes time and investment to grow. The findings of this study help the managers and policymakers of the restaurant to gain a deeper insight into the influence of the above-mentioned factors on customer satisfaction and, consequently, the revenue of the restaurant. Additionally, it was found that food quality, price, online order, and service quality are the most important common problems of Japanese restaurants in Iran. Two phenomena limited this study: sanctions posed by the U.S on Iran and the COVID-19 pandemic. Therefore, the results of this study may not be generalized in the post-sanction time and post-pandemic time. Due to the pandemic, most customers prefer not to be present in the restaurant, which limits the results of the research. On the other hand, for future studies, researchers can study how to guide restaurant owners to use social media to increase the number of customers and attract new customers, which can be one of the unique factors that can directly affect the restaurant's performance. To the best of the authors' knowledge, this issue has not been studied in the Middle East region yet.
... Kepuasan adalah keberhasilan penting dalam bisnis apa pun karena pelanggan yang puas cenderung membeli kembali produk di masa depan dan menyetujuinya kembali kepada orang lain. Menurut Zairi (2000), pelanggan menjadi tidak puas dengan produk jika tidak mencapai harapan mereka, sementara pelanggan yang puas setia pada dorongan atau layanan jika produk memenuhi harapan pelanggan. Banyak faktor yang diidentifikasi untuk mempengaruhi kepuasan pelanggan ketika mengunjungi makanan prem-ises, termasuk, rasa makanan, layanan, harga, lingkungan dan kebersihan (Liu, 2018dan Udin, 2019. ...
The purpose of this study is to investigate the impact of restaurant hygiene on visitor satisfaction at the Rembiga Ibu Sinnaseh satay restaurant. This study employs one independent variable, hygienic, and one dependent variable, visitor satisfaction. The data in this study were collected by distributing questionnaires to 100 people who had visited the Rembiga Ibu Sinnaseh satay restaurant as the research sample after reviewing the literature and the field and formulating hypotheses. The sampling method used is non-probability sampling, also known as incidental sampling. The quantitative data analysis method is used, with validity tests, reliability tests, classical assumption tests, simple regression analysis, T tests, and coefficient of determination tests. The results of the analysis show that the indicators in this study are valid and reliable. The data in the classical assumption test is normally distributed, with no heteroscedasticity. The hygienic hypothesis test has a positive and statistically significant impact on visitor satisfaction. The study's findings are as follows: first, hygiene has a positive and significant effect on visitor satisfaction. This is evidenced by the hygienic significance of 0.000 0.05 and a tcount value of 7,771 that is greater than the ttable value of 1,984. Second, hygiene influences visitor satisfaction by 38.3 percent, while the rest is influenced by other factors not included in the study by 61.7 percent.
... In other words, it is the negative feedback of customers regarding their dissatisfaction. Customer complaints provide many strategic opportunities and are beneficial for companies to improve customer relationships [2,3]. Firms can maintain customer loyalty by handling and managing the complaints of customers successfully [4]. ...
With the globalization and more intense increasing competition, customer relationship management (CRM) is an important issue in today’s business. In this manner, managing customer complaints which is a critical part of CRM presents firms with an is an opportunity to make long-lasting and profitable relationships with customers. In this context, the aim of this paper is to predict firms’ performances in online customer complaint management using machine learning algorithms. This study utilizes data obtained from Turkey’s largest and well-known third-party online complaint platform and employs three popular machine learning classifiers including decision tree (DT), random forests (RF) and support vector machines (SVM). The results show that the RF algorithm performed better in firms’ performance prediction compared to other ML algorithms.KeywordsData miningMachine learningBusiness intelligenceCRM analyticsData-driven CRM
Tingkat kehilangan pelanggan atau Customer Churn Rate (CCR) juga disebut analisis pelanggan yang hilang atau Lost Customers Analysis (LCA). Customer Churn Rate (CCR) adalah metrik penting yang digunakan oleh perusahaan untuk mengukur seberapa cepat pelanggan menghentikan hubungan mereka dengan perusahaan atau mengukur berapa banyak pelanggan yang berhenti menggunakan produk atau layanan perusahaan dalam periode waktu tertentu. Semakin rendah CCR, semakin tinggi tingkat retensi pelanggan dan semakin puas mereka dengan produk atau layanan perusahaan. Metrik ini sangat penting untuk memahami loyalitas dan retensi basis pelanggan perusahaan. Menganalisis CCR dapat memberikan wawasan berharga mengenai alasan di balik kehilangan pelanggan, memungkinkan perusahaan untuk menangani penyebab utama dan menerapkan langkah-langkah untuk mengurangi tingkat kehilangan pelanggan (Eardhana, 2023; Wardhana, 2023; Arai et al., 2023; Matuszelański & Kopczewska, 2022; Rudd et al., 2021; Ewieda et al., 2021; Mathai, 2020; Mohammed et al., 2020; Ahn, 2020; Mohammed et al., 2020; Ahn et al., 2020; Kassem et al., 2020; Tsai et al., 2019; Agrawal et al., 2018; Ge et al., 2017; Kim et al., 2017; Abedzadeh & Nematbakhsh, 2012; Saradhi & Palshikar, 2011; Glady et al., 2009; Ghorbani & Taghiyareh, 2009).
يهدف البحث الحالي الى تقصي دور نظم اصلاح الخدمات السياحية في تعزيز الإستجابة الايجابية للزبون. وقد تم اختيار عينة من زبائن الشركات السياحية في العراق لإجراء الدراسة بلغت (500) زبون ، وتقوم الدراسة على فرضية رئيسية مفادها (يمكن تنشيط الاستجابة الايجابية للزبون من خلال نظم اصلاح الخدمة). وقد تم الاعتماد على مقاييس تجريبية من دراسات سابقة للتحقق من هذه الفرضيات، وذلك باستخدام مجموعة متنوعة من الادوات الاحصائية لتحليل ومعالجة البيانات والمعلومات باستخدام الحزم الإحصائية اللازمة من خلال مصفوفة الارتباط البسيط وتحليل الانحدار البسيط ومعادلة النمذجة الهيكلية لاختبار فرضيات الدراسة وبرنامج (SPSS vr.19)، وبرنامج (Amos vr.23). وتوصل البحث الى مجموعة من الاستنتاجات كان اهمها (ان تأثير ادراك الزبائن لفاعلية نظم اصلاح الخدمة يساهم في تعزيز استجاباتهم الايجابية). وفي ضوء الاستنتاجات تم صياغة مجموعة من التوصيات كان من اهمها(ضرورة استثمار الشركات لنظم واستراتيجيات اصلاح الخدمة التي تمتلكها وتدريب العاملين وتمكينهم للتعامل مع حالات فشل الخدمة وان تجعل الشركات جل اهتمامها للاحتفاظ بزبائنها من خلال تلافي ومعالجة حالات الفشل)
يهدف البحث الحالي الى تقصي دور نظم اصلاح الخدمات السياحية في تعزيز الإستجابة الايجابية للزبون. وقد تم اختيار عينة من زبائن الشركات السياحية في العراق لإجراء الدراسة بلغت (500) زبون ، وتقوم الدراسة على فرضية رئيسية مفادها (يمكن تنشيط الاستجابة الايجابية للزبون من خلال نظم اصلاح الخدمة). وقد تم الاعتماد على مقاييس تجريبية من دراسات سابقة للتحقق من هذه الفرضيات، وذلك باستخدام مجموعة متنوعة من الادوات الاحصائية لتحليل ومعالجة البيانات والمعلومات باستخدام الحزم الإحصائية اللازمة من خلال مصفوفة الارتباط البسيط وتحليل الانحدار البسيط ومعادلة النمذجة الهيكلية لاختبار فرضيات الدراسة وبرنامج (SPSS vr.19)، وبرنامج (Amos vr.23). وتوصل البحث الى مجموعة من الاستنتاجات كان اهمها (ان تأثير ادراك الزبائن لفاعلية نظم اصلاح الخدمة يساهم في تعزيز استجاباتهم الايجابية). وفي ضوء الاستنتاجات تم صياغة مجموعة من التوصيات كان من اهمها(ضرورة استثمار الشركات لنظم واستراتيجيات اصلاح الخدمة التي تمتلكها وتدريب العاملين وتمكينهم للتعامل مع حالات فشل الخدمة وان تجعل الشركات جل اهتمامها للاحتفاظ بزبائنها من خلال تلافي ومعالجة حالات الفشل).
CRM is based on the theory of relationship marketing, which aims to establish, nurture, grow, and improve relationships with clients in order to maximize their lifetime value and profitability for the company. A dynamic and fiercely competitive business environment has compelled the personal healthcare industry, which includes private hospitals, to adopt CRM procedures and practices that are intended to draw in new clients while also keeping existing ones. The purpose of this study is to strengthen patient loyalty, which will raise hospital profitability by improving the customer experience with the hospital's services and facilities. Customer relationship management as a strategy requires a customer-centric business approach to support effective processes like patient management, patient experience document management, complaint management, etc. The study analyses the effective CRM strategies of private hospitals & patients belonging to different income levels towards these practices. The competitive environment of the health sector is changing rapidly everywhere, and the implementation of CRM practices enables private hospitals to give the best services to their customers and enhance their lifetime value with the hospital.
In this research paper, we have studied the role of cooperative societies in rural area of asian countries especially in Madhesh Province of Nepal. Also we study the liqidity position of these societies in economic development of rural area of our country.
Günümüzde üretim ve tüketim noktaları arasında mesafelerin artması, tedarik zinciri yönetiminin öneminin ortaya çıkması ve özellikle de e-ticaret alışverişlerine olan yönelimin her geçen gün daha da yükselmesi kargo firmalarının üzerlerine düşen sorumluluk ve görevleri artırmaktadır. Rekabetin yoğun yaşandığı bu süreçte kargo firmalarının müşterilerinin şikayet ve önerilerini dikkate alarak müşteri memnuniyetlerini artırmaları gerekmektedir. Bu çalışmanın amacı müşterilerin özellikle son bir yıl içinde kargo firmaları ile yaşadıkları sorunları inceleyerek, bu husustaki beklenti ve isteklerini anlamaktır. Bu doğrultuda çalışmada Türkiye’nin önde gelen iki kargo firması olan Aras Kargo ve Yurtiçi kargo firmalarına sikayetvar.com sitesi üzerinden yapılan şikayetlerin analiz edilmesi amaçlanmıştır. Ulaşılan toplam 2242 şikayet içerik analizi ile irdelenmiştir. Sonuç olarak özellikle “Yanlış adrese teslimat”, “Adrese teslimatın yapılmaması” ve “Geç teslimat” gibi teslimat süreçlerinde yaşanan sorunların yoğun olarak şikayetlere yansıdığı tespit edilmiştir. Bunun yanında iki büyük firma arasında şikayet konularının kayıp oranı ve fiyatlandırma politikası gibi alanlarda farklılaştığı görülmektedir.
In India, gold is promoted largely for purchasing and selling physically or in the form of ornaments. It is appreciated as savings and investment which is a preferred
investment in India. It is not only bought for personal use but also as a safe investment with high liquidity. It is also purchased for gifting on various occasions which are
considered to be pious. Consumer awareness refers to how customers analyze a certain product to their own conclusions. The objective of the study is to understand the
buying behavior of customers towards PN Gadgil Jewelers in Aurangabad.
The study had a sample size of 120 Respondents and the data collection method was a Personal Interview through online mode.
در اين پژوهش هدف اصلي رتبه بندي شكايات الكترونيك مشتريان از تجزيه و تحليل حالات بالقوه خرابي 1 و روش هاي ترجيح براساس
مشابهت به راه حل ايده آل 2 براي تحليل و بهبود مديريت شكايت مشتريان مي باشد. هم چنين اولويت بندي عوامل مربوط به حالات و علت خطا به کمك الگوي تلفيقي از TOPSIS و FMEA و بررسي نتايج حاصل از پياده سازي الگوي تلفيقي در شرکت گاز استان اصفهان از ديگر اهداف پژوهش بوده است. در اين پژوهش با بهره گيري از يك الگوي پيشنهادي توسط پژوهشگران، رويكردي يكپارچه براي تحليل و بهبود شكايات مشتريان ارائه گرديد. الگوي پيشنهادي داراي 6 مرحله به صورت شناسايي شكايات مشتريان از طريق سيستم الكترونيكي، تفكيك و تحليل حالات و آثار خطا، رتبه بندي حالات خرابي با استفاده از TOPSIS و اولويت بندي علل خطاها و بهبود مديريت شكايات مشتريان و بروز رساني
FMEAمي باشد. درسازمان مورد اعتراض به عدم قرائت کنتور ، عدم صدور و تاخير در ارسال قبض بالاترين رتبه را در رتبه بندي شكايات دارا مي باشد. سرعت در قرائت کنتور ، صدور و ارسال قبض مشترکين مي تواند در رضايت مشترکين و هم چنين جلوگيري از خطاهاي بعدي مثلا محاسبه گاز بهاء دورهاي بعدي موثر باشد. با اين مسئله با توجه به پيشرفت هاي روز افزون تكنولوژي دور از انتظار نيست .
Now a days in market there is too much competition for quality in automotive, crane manufactures etc. large production in different lines i.e., means so many kinds of products are manufactured and for them one is biggest challenge for quality. the 8d technique and their methodology is used to eliminate the problems and issues in production. it can be followed for products, systems and processes. 8d technique is being used as a tool for preventive as well as corrective action. 8d's first importance for client and inner issues. technique of 8d's also applied to understand the issues and how to resolve the issue, by finding the root cause. it works on PDCA cycle. 8d's is also known as team-oriented problem solving (tops). Now this work gives the opportunity in direction of examine how the 8d methodology and technique improve the quality in as well as improve the earnings and reducing defects and keep stable in global market.
Highly competitive and dynamic business environment has forced organizations to aim to not only to attract, but also to retain their customers. Hence the need to build and maintain one to one, life long relationship with large number of customers has led the emergence of Customer Relationship Management (CRM). CRM is built on the philosophy of relationship marketing that aims to create, retain, develop and enhance relationships with customers as well as to enhance the customer lifetime value and organization profitability. The goal is to improve the customer experience so that it enhances satisfaction and loyalty which in turn will lead to increased profits. Customer relationship management is a companywide business strategy adopted by most modern organisations and it requires customer centric business approach to support effective marketing, sales, service and process. The study analyses CRM initiatives in the Beverage Industry. The competitive environment for FMCG manufacturers is changing rapidly. The Beverage industry has emerged as a big component of the industrial sector in India and has been constantly adding to the revenue of our country. Implementation of CRM in Beverage sector enables the organizations to build and leverage their brand values by ensuring that all trade promotions, campaigns and sales activities are executed with the right brand messages
Communication style is intensely influential on customers' purchase probability, trust, satisfaction, perceived service quality, and perceptions of brand affection, competence, and attachment. Social interaction models tell us that when consumers engage in service interactions, they rely largely on the communication style of the service personnel to develop their evaluations in which they have little knowledge of service issues. The frontline service personnel represent the image of the organization. The perception of customers towards the organization is influenced by their experiences at the frontline. A poor service delivery experience by a customer influences the image of the organization as the customer may share his/her bad encounters with other people. So, it is important that the organization ensure the quality of frontline services to secure a positive image of the organization. The study suggests the need for employers to provide training to the staff to improve their communication skills and develop favourable attitudes.
Higher education is facing pressure to improve value in its activities. As private universities are striving to maintain the quality of education, the evaluation of customers' perception is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation for them. The purpose of this study is to find out the students perception as well as level of satisfaction about the open and distance education in St. Mary University in Addis Ababa, Ethiopia. This research began with the basic SERVQUAL survey instrument based on what students deem to be of high importance. A survey conducted over 373 students from different CODL centers located in different parts of the country and collected data by using a questionnaire that includes 22 items about the various aspects of the higher education. Gap scores were calculated for different dimensions of service quality and found empathy registered largest gap score of-1.017 and followed by gap score-0.995 for tangibles and the lowest gap (-0.64) scored for assurance dimension. The findings of the study are expected to guide the management of St. Mary University to ensure the quality of distance education service.
This study sought to determine the influence of service assurance on customer satisfaction in the insurance industry in Kenya. The latent variable assurance was measured using four manifest variables namely, Employees instill customer confidence; Customers feel safe to transact with the company; Employee Politeness and Provision of adequate information on service requested. A descriptive research design was adopted and a multi-stage sampling technique was used to sample 400 policyholders from 19 composite insurance companies in Kenya. Primary data was collected using a structured questionnaire. A pilot test was conducted to check the reliability and validity of the questionnaire. Data analysis was performed using inferential statistics. R-Gui was the leading statistical software. The study applied linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Multi-level analysis was adopted to determine whether service assurance contributed to the variation in levels of customer satisfaction across insurance companies. A significant fixed effect coefficient estimate of 0.696 was established, implying that increasing the levels of Service Assurance as perceived by a customer by one unit would increase the level of Customer Satisfaction by 0.696. The study concluded that a client who perceives Service Assurance from their insurer is bound to have higher satisfaction than a customer who does not perceive it. Employee Assurance, however, was found not to significantly affect the variations in customer satisfaction across the insurance companies. The study recommended that insurance firms invest in service assurance to achieve maximum customer satisfaction.
In the previous ten years huge change has been experienced by the retailing industry of India. By 2017-2018, the organised retail industry in India is to grow 40% yearly and would three or four times in size. The direction is bit-by-bit creeping by retailing towards turning into the next blast industry. The procedure of consumer satisfaction is an unpredictable wonder. Various components is incorporated by the buy of merchandise that could influence every choice. For retailers consumer satisfaction is more unpredictable and considerably more vital today than in past. The impacts of offers, advertising, and quality etc is examined by the key objective of this study on consumer satisfaction towards shopping mall in Ahmedabad, India. In shopping from shopping malls the specimen included 100 respondents who are active. To comprehend the variable the basic deals advancement elements on consumer satisfaction will be helped by the supervisors of shopping malls and help them to make their promoting techniques, additionally.
Customer driven online reviews of hotels have become a major factor in consumers' decisions in booking and visiting a hotel, with hotels placing varied levels of importance on managing online customer reviews. The purpose of the study is to explore the literature surrounding how hotel managers should respond to online reviews and manage customer dissatisfaction, as well as what effects online reviews have on hotels. Findings indicate that it is important to respond to online reviews with a service recovery approach, and that occupancy, customer loyalty, and brand image, can either be harmed or improved, depending on the quantity of good or bad online reviews, as well as how bad online reviews have been handled. It should be noted that the majority of literature identified relates to studies conducted in western countries and that it would be of benefit to expand such studies to encompass a more diverse cultural perspective. However, this review of literature provides a clear guide to hotel organisations regarding the importance of effectively managing and addressing negative online reviews, as well as the best approach to addressing negative online reviews.