Journal articles on the topic 'Customer value improvement (CVI)'
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Câmara, Murielle C. G. R., Kleber Cavalcanti Nobrega, and Thereza A. B. S. Santos. "Customer service orientation on adhesion contracts." Independent Journal of Management & Production 9, no. 1 (March 2, 2018): 060. http://dx.doi.org/10.14807/ijmp.v9i1.347.
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Hiring a service is a moment of great importance once it builds the perception of the service value and quality. Some companies may deal with that, assuming a greater importance when elaborating their service contracts. Usually law professional people elaborate these documents, but this may include legal attributes, not considering the service to the customers, as well as the customers’ point of view. In times of increasing on customer focus, market and service orientation, a question can be posted: to what extent company contracts show service or customer orientation? This paper compares the service orientation degree for Cable TV contracts from five companies, based on a theoretical model developed to this purpose. From a conceptual model for servant contract, four dimensions were assessed: physical aspects, reasonableness, intelligibility and customer focus. After subject evaluation by eight judges, analyzing the validation index (CVI), it was found that the contracts show moderate orientation to serve. Furthermore, results show that the five surveyed company’s contracts showed a similar overall performance, i.e., none stood out over the other. The study presents important practical efficacy, because it can guide the Cable TV companies to adopt improvement strategies in elaboration of contracts, so that the contractual instruments be would reviewed of clauses that promote the sensation of better service to their customer. Thus, this article directs the manager to the aspect that deserves more attention, i.e, which dimensions require further refinement and direction to serve
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Pranata, Made Nanda, Amna Hartiati, and Cokorda Anom Bayu Sadyasmara. "Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 4 (December 23, 2019): 594. http://dx.doi.org/10.24843/jrma.2019.v07.i04.p11.
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The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838; while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121.
Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).
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Syahnur, Haerdiansyah, and Jafar Basalamah. "Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 10, no. 2 (November 5, 2019): 168–77. http://dx.doi.org/10.31849/digitalzone.v10i2.3247.
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This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.
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Gandhy, Abel. "ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DUNKIN DONUTS GADING SERPONG." Jurnal Manajemen Industri dan Logistik 2, no. 2 (December 11, 2018): 135–46. http://dx.doi.org/10.30988/jmil.v2i2.34.
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This study aims to determine service quality and customer satisfaction of Dunkin Donuts customer in Gading Serpong. Service quality are consists of tangible, reliability, responsiveness, assurance, and empathy. Research conducted at Dunkin Donuts Gading Serpong from April-July 2017. Respondents are used as research samples amounted to 100 people. Data were processed by using Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. Overall, the services provided by dunkin donuts outlet in Gading Serpong is good, because they can meet the expectations of their customer. The value of Customer Satisfaction Index (CSI) is 86.76%. This illustrate that Dunkin Donuts customers in Gading Serpong are very satisfied with the service quality performance provided by Dunkin Donuts. Improvement of services that need to be done is the speed of employees in handling customer complaints, improving the cleanliness of toilet facilities, and improving employee friendliness while serving customers
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Swamardika, Ida Bagus Alit, Made Sudarma, and Made Dinda Pradnya Pramita. "Usability Analyses on the Daily Evaluation System Application with Potential Gain Customer Value Method and Customer Satisfaction Index Method." Logic : Jurnal Rancang Bangun dan Teknologi 20, no. 3 (November 30, 2020): 190–94. http://dx.doi.org/10.31940/logic.v20i3.2028.
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The advantage use of information technology is not only limited to individuals, but also organizations, especially government organizations. In 2003 the Indonesian government issued Presidential Instruction No. 3/2003 concerning national policies and strategies for e-government development. Based on this, a usability analysis is performed on the Daily Evaluation System (DES) application with the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method. The User Centered Design (UCD) is used as an indicator of the questionnaire and the results are analyzed using the CSI and PGCV methods. The results of CSI analysis of the satisfaction level showed the value of 70.95% for female respondents, while it is 70.84% for male respondents. The value of the level of satisfaction is equal to 67.42% for respondents aged 20-30 years, 72.07% for respondents aged 31-40 years, and 73.87% for respondents aged 41-60 years. The level of satisfaction for respondents in structural positions is 72.65% while for respondents in functional positions is 69.73%. Based on the ten UCD indicators, the highest percentage of satisfaction is the consistency indicator which is 77.82% and the lowest is the assistance and documentation indicator which is 63.00%. Based on the results of the PGCV analysis, it is showed that 11 attributes are needed to be the priority for improvement.
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Budiarto, Balla Wahyu, Sigit Priyanto, and Imam Muthohar. "Analisis Kualitas Pelayanan P.T. Kereta Api Indonesia terhadap Tingkat Kepuasan Pengguna Jasa pada Stasiun Cepu." Jurnal Perkeretaapian Indonesia (Indonesian Railway Journal) 5, no. 1 (November 30, 2021): 48–57. http://dx.doi.org/10.37367/jpi.v5i1.155.
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PT. KAI is a State-Owned Enterprise that provides rail transportation services. The purpose of this study is to provide recommendations for improvement of the main priority level of service user satisfaction to service providers PT. KAI towards improving services at Cepu Station which refers to the Minimum Service Standards (SPM) at stations contained in PM 63 of 2019 concerning Minimum Service Standards for Transportation of People by Train. This study uses a quantitative descriptive research type. The target of this research is to know the value of CSI, IPA and the calculation of the PGCV Index which is useful for assisting the IPA method in attribute improvement. The results of this study obtained a CSI value of 74%, namely with the predicate of being satisfied, the results of the IPA which became a priority to improve the quality of quadrant I and quadrant III and with the PGCV method the priority of improving service quality attributes that must be immediately repaired was in quadrant I there were 2 attributes namely station cleanliness, toilet cleanliness and comfort.Keywords: service quality, satisfaction level, Customer Satisfaction Index, Importance Performance Analysis, Potential Gain in Customer Value
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Lee, Jenny (Jiyeon), Paul G. Patterson, and Liem Viet Ngo. "In pursuit of service productivity and customer satisfaction: the role of resources." European Journal of Marketing 51, no. 11/12 (November 14, 2017): 1836–55. http://dx.doi.org/10.1108/ejm-07-2016-0385.
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Purpose In today’s global marketplace, the mantra of many service firms is enhanced efficiency and productivity. To increase their bottom line, firms must also expand revenue. They thus face the challenge of ways to increase revenue through customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer satisfaction. Design/methodology/approach A total of 252 customer-FLE dyadic data were collected at a medium-sized retail bank in Ho Chi Minh City, Vietnam. Findings Results show that personal (self-efficacy) and organisational resources impact FLE productivity directly and indirectly through employee engagement. Importantly, service productivity is then positively associated with customer satisfaction. Research limitations/implications Extending previous investigations based on the job demands-resources model and theories of self-efficacy and conservation of resources, this study’s findings empirically support anecdotal accounts of the positive productivity–customer satisfaction relationship. Practical implications The results also highlight the importance of the management of human and organisational resources to attain this two-pronged goal. Originality value Using dyadic data (customers and FLEs) collected at a medium-sized retail bank, the authors refute the trade-off effect between attaining employee productivity and customer satisfaction in the service industry. This paper further fills research need to study how various resources available to FLEs can achieve desirable organisational outcomes in service firms – the improvement of both service productivity and customer satisfaction.
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Helia, Vembri Noor, Cahya Putra Abdurrahman, and Fety Ilma Rahmillah. "Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)." MATEC Web of Conferences 154 (2018): 01098. http://dx.doi.org/10.1051/matecconf/201815401098.
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As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.
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Ritonga, Utan Sahiro. "Penentuan Keunggulan Kompetitif Pemasaran Teh Melalui Audit Strategi Marketing Plus (Kasus Pada PT. Perkebunan Nusantara VIII Jawa Barat)." Paspalum: Jurnal Ilmiah Pertanian 6, no. 1 (April 1, 2018): 1. http://dx.doi.org/10.35138/paspalum.v6i1.72.
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The goal of this research is to measure the competitive advantage in tea marketing with a case study on PT. Perkebunan Nusantara VIII West Java, and describing the deciding factors in the improvement of competitive advantage in tea marketing competition. The method used in this research is case study with quantitative approach using marketing plus strategy audit by comparing the values of Company Alignment Index (CAI) and Competitive Setting Index (CSI). The calculation of both indexes is obtained from questionnaires about the confidence level of the respondents who manage the marketing policies of PT. Perkebunan Nusantara VIII. By comparing CSI value which is consisted of Customer (C1), Competitor (C3), Change-Driven (C4) against CAI which is consisted of Company (C2) which would be the measure of the competitive advantage of the company’s marketing strategy. From the analysis results, it can be seen that a negative gap of -1.09 where the value of CAI < CSI would mean that the company does not possess the competitive advantage in tea marketing strategy, and is relatively left behind in terms of tea industry competition. It can be learned that the cause of such low score in tea marketing strategy is caused by the low score of segmentation = 1 in the strategy, value with a score of 1.72 in the process, tactics which is consisted of differentiation = 2.63 and marketing mix = 2.63. To achieve competitive advantage in an ideal markting strategy, the factors that contribute to the marketing strategy competitive advantage value should be considered in the implementation of tea marketing strategy.
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Aryani, Lina, and Desmintari Desmintari. "The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City." International Journal of Multicultural and Multireligious Understanding 6, no. 4 (August 22, 2019): 199. http://dx.doi.org/10.18415/ijmmu.v6i4.989.
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The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.
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Ogunbiyi, Oyedolapo, Jack Steven Goulding, and Adebayo Oladapo. "An empirical study of the impact of lean construction techniques on sustainable construction in the UK." Construction Innovation 14, no. 1 (January 6, 2014): 88–107. http://dx.doi.org/10.1108/ci-08-2012-0045.
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Purpose – The contribution of lean construction techniques in sustainable construction cannot be over emphasised, as sustainable development is now enshrined in government policy. In addition, lean construction is now faced with the challenges of sustainable development, continuous improvement, waste elimination, a stronger user focus, increased value for money along with high quality management of projects and supply chains, and improved communications. This paper presents an exploratory study from extant literature and the results of the use of questionnaire survey among construction participants to explore the contribution of implementing lean construction techniques in sustainable construction. Design/methodology/approach – Surveys of UK-based construction professional were conducted. The data collected were analysed with SPSS 19.0 version software using the percentile method, Cronbach ' s α reliability test, Kruskal Wallis test, Kendall ' s coefficient of concordance and one sample t-test. Findings – Results from this study indicate that there are several benefits associated with implementation of lean construction and sustainable construction. The overall perspective of professionals within the construction industry, according to questionnaire survey, shows that benefits such as improved corporate image and sustainable competitive advantage, improved process flow and productivity, improvement in environmental quality and increased compliance with customer ' s expectations are realised following integration of principles of lean construction and sustainable construction within construction industry. Just-in-time, visualisation tool, value analysis, daily huddle meetings and value stream mapping are the most common lean tools/techniques for enabling sustainability. This study also identified several areas of linkage between lean and sustainability such as waste reduction, environmental management, value maximisation, and health and safety improvement among others. Originality/value – The originality of this paper lies in its consideration of lean construction principles to better understand its impact on sustainable construction. This research contributes to the awareness of the benefits that can be derived from the implementation of lean construction in sustainable construction within the construction industry.
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Noriega Morales, Salvador, Adán Valles Ch., Vianey Torres-Argüelles, Erwin Martínez G., and Andrés Hernández G. "Six Sigma improvement project in a concrete block plant." Construction Innovation 16, no. 4 (October 3, 2016): 526–44. http://dx.doi.org/10.1108/ci-01-2015-0003.
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Purpose This paper aims to describe the application of several Six Sigma tools to explain the improvement changes needed in a company that manufactures concrete blocks. The paper explains the methodology and the tools of the Six Sigma system, their use in the project, the application of the DMAIC (Define, Measure, Analyse, Improve and Control) process for the identification and definition of the problems, the related performance variables and the results obtained. Design/methodology/approach The paper reports the research made to improve the production of concrete blocks, specifically, the application of the DMAIC process, which is part of the Six Sigma methodologies; DMAIC stands for Definition of the problem, Measurement of the performance, Analysis using specific statistical methods and tools, Improvement the factors that cause the problem and Control the processes to ensure that the problem will not occur again. Each of those steps is explained in detail in the paper, which also presents the application of other improvement techniques. Findings The results show the adaptability and relevance of Six Sigma for the improvement of production operations. It is clearly demonstrated that it leads to benefits such as the elimination of machine downtime, reduction of scrap from 18 to 2 per cent and the improvements made in plant layout and production facilities to increase the productivity. Research limitations/implications In improvement projects, the differential between the initial and final conditions varies, depending on the magnitude of the problems or potential opportunities. Although this paper describes only the application of Six Sigma, the methodology has a wide potential application in most manufacturing industries. Practical implications With the Six Sigma and DMAIC tools’ application and the improvement process, the agility obtained is driving a more mechanized perspective of production operations. The customer service level was increased, through fast deliveries of complete orders. This project shows that the application of the Six Sigma methodology is feasible and produces attractive financial and operational results in this segment of the construction industry. Originality/value The companies dedicated to the production of concrete blocks commonly reproduce the systems and standards of the industry, which are commonly designed around civil engineering and technical issues. Thus, the application of improvement tools is exceptional in manufacturing environments. Although this paper is just one application of the methodology, it explains in detail the DMAIC use for companies that are committed to the development of new competencies to increase their competitiveness.
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Hefyansyah, Anton, L. Denny Siahaan, and Sarinah Sihombing. "Kinerja Pelayanan Terminal Terpadu Merak." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 7, no. 1 (April 12, 2020): 77. http://dx.doi.org/10.54324/j.mtl.v7i1.354.
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Upgrading service in terminal by doing performance evaluation services based on terminal minimum service standard is the purpose of this research. The research was conducted in Merak integrated terminal. The research used quantitative descriptive method with 176 people as samples. The data was analysed using Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). The first result can be concluded that the value of satisfaction of Merak integrated terminal services is 70,98%. The second result can be concluded that the level of suitability of Merak integrated terminal services does not meet the expectation of service users. The third, it can be concluded that the top service priority improvement consists of clean and odorless toilets, internet network facilities, charging battery facilities, disable facilities, parking lots, green open spaces and facilities for nursing mothers and babies.
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Nurainy, Fibra, Azhari Rangga, and Mahesa Reyhan Prayoga. "PERILAKU DAN KEPUASAN KONSUMEN MAHASISWA UNIVERSITAS LAMPUNG TERHADAP MAKANAN CEPAT SAJI MENU UTAMA AYAM BAKAR [Customer Behavior and Satisfaction of the University of Lampung Students on Fast Food Grilled Chicken as the Main Menu]." Jurnal Teknologi & Industri Hasil Pertanian 24, no. 2 (September 12, 2019): 77. http://dx.doi.org/10.23960/jtihp.v24i2.77-88.
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This study aimed at knowing the behavior and consumer satisfaction of students at the University of Lampung on fast food products, and determining the level of importance and performance of attributes that influence the marketing mix recommendations. The study used a behavioral survey and customer satisfaction method was performed to survey 77 students. Data were analyzed using Importance-Performance Analysis, and Customer Satisfaction Index. The results showed that the initial motivation of consumers to buy was easy to obtain (29 people), and the benefit sought to eliminate hunger and had good taste (72 people). The main focus of the attributes was the taste (54 people) by which consumers who felt quite satisfied were 43 people and those who decided to buy back as many as 71 people. The results of the Importance-Performance Analysis showed that the main priority was the speed of preserving. Attributes that was suitable with the interests of consumers were spices, textures, product hygiene, friendliness in service and comfort of the place, while the low-performance attributes were product appearance, price discounts on specific activities, selection of advertising media used, preserving package and size per serving. The value analysis of the Customer Satisfaction Index (CSI) was 86.56%, that means the consumers feel very satisfied. Recommendations related to the marketing mix (7P) to be performed by producers were product variables improvement, namely appearance and preserving, and promotion products, such as price discounts on specific activities, as well as actively promoting on social media.
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Nuraina, N., A. N. Hamidah, D. Despal, and E. Taufik. "The perception of the farmer on dairy cooperative feed mill logistics service using customer satisfaction index (CSI) and importance-performance analysis (IPA)." IOP Conference Series: Earth and Environmental Science 1001, no. 1 (March 1, 2022): 012025. http://dx.doi.org/10.1088/1755-1315/1001/1/012025.
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Abstract A good logistics service performance in the dairy feed mill increases farmer benefits and reduces negative environmental effect. Therefore, this study aims to measure the effectiveness of logistics services quality in dairy cooperative feed mill using the customer satisfaction index (CSI) method and important performance analysis (IPA) to enhance performance quality in achieving sustainable business processes. This was conducted in Lembang Districts, West Java, Indonesia, with 150 farmer members of the cooperative as respondents. Then, a total of 100 questionnaires that is suitable with the analysis criteria were used. The CSI method was used to determine farmers’ perception of the logistics service performance and the IPA was adopted for selecting the attributes that need improvement. The result showed a CSI value of 71.05%, which falls under the satisfied category and the IPA diagram showed that the responding rate toward farmers’ demand and employees’ willingness to help was in quadrant II. Conclusively, the logistics service in the cooperative is effective to fulfil farmer needs. Furthermore, some attributes in quadrant II are useful recommendations for improving the logistics service quality.
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Mukhoyyaroh, Nur Indah, and Prima Eko Agustyawan. "Penilaian Pelayanan Transportasi Umum Surabaya Raya Dengan Metode Customer Statisfaction Index dan Importance Performance Analysis." Jurnal Manajemen Teknologi & Teknik Sipil 5, no. 1 (July 19, 2022): 45. http://dx.doi.org/10.30737/jurmateks.v5i1.2260.
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Public transportation has a great potential in the transmission of Covid-19. For this reason, it is necessary to have good transportation services that can provide comfort and safety to users. Due to poor transportation services can cause users uncomfortable and unsafe. For this reason, it is necessary to assess the performance of transportation services. The purpose of this study is to assess the level of user satisfaction with public transportation services in the greater Surabaya area and to map sectors that need improvement. The research was conducted by giving questionnaires to users of public transportation in the Greater Surabaya area. From these data, instrument test was conducted. Furthermore, IPA analysis is carried out to obtain a mapping of the sectors that need to be improved. CSI analysis is also carried out to assess the level of user satisfaction with existing services. The results of this study obtained a value of 0.786 based on CSI analysis, which means that Surabaya land transportation users during the Covid-19 pandemic are satisfied. However, based on the results of the IPA analysis, it is necessary to increase the cleanliness of the transportation sector, lighting, and the application of PPE. Meanwhile, in the first aid kit sector, the availability of hand sanitizer and transportation stops is considered to have low importance, so that the authorities can focus on sectors that have high importance. The results of this study can be used as a reference in improving the quality of land transportation services.
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Putri, Nilda Tri, Alexie Herryandhi Broto Adi, and Ryan Kamal Fikri. "Evaluation Of Service Quality For Undergraduate Programs At Andalas University." Jurnal Rekayasa Sistem Industri 6, no. 2 (October 31, 2017): 129. http://dx.doi.org/10.26593/jrsi.v6i2.1915.129-142.
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<p>Total Quality Management is a philosophy and key to bring success in the industry for this era. Total Quality Management plays an important role in the management system and culture to create or produce a good products and service. Andalas University is one object of the application of Total Quality Management in the education sector. Research carried out aims to describe the service quality for undergraduate programs at the Andalas University. Based on the measurement of the service quality, obtained the information related to the level of student satisfaction each Departments and priority improvements to service variable. The study used a questionnaire with two instrument ratings. The instruments rating are an assessment of the level of service and service priority. The calculation for service quality used CSI (Customer Satisfaction Index) method. The recommendations for improve service quality used IPA (Importance Performance Analysis) Method. Based on research conducted, service quality Undergraduate Program at Andalas University can be categorized as low. It was based on the value of CSI located on the 4th lowest category, which is one of courses in Very Poor category, 9 courses in Poor category, 3 courses in the Cause for Concern category, and 1 course on Borderline category. While the dimensions of which are in the service of a general improvement priorities is the Tangible and Reliability dimension.</p>
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Purnomo, Ari Hesti, and Amar Mufhidin. "Analysis of Customer Satisfaction on Quality of Jakarta Corridor MRT (Mass Rapid Transit) Service 1 (Lebakbulus Station - Bundaran HI)." :: IJIEEB :: International Journal of Integrated Education, Engineering and Business :: 3, no. 2 (September 30, 2020): 71–80. http://dx.doi.org/10.29138/ijieeb.v3i2.1168.
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Seeing the very high mobility behavior of the Jakarta people and difficult to avoid congestion, it is appropriate, a solution that invites people to move from private vehicles to mass transportation modes such as the Jakarta MRT. The transportation service industry is an interesting sector to observe because Jakarta MRT is relatively new transportation in Jakarta. This study aims to determine the level of passenger satisfaction with the quality of Jakarta Corridor 1 MRT services (Lebak bulus Station - HI Roundabout) reviewed using the questionnaire method, using 100 respondents taken randomly from Lebak Bulus to the HI Roundabout and vice versa. To get the results of customer satisfaction required data on the average rating of respondents and the results obtained an average value above 3 and included in the category of very satisfied according to the CSI table. To get data that needs to be a priority to be improved and data that needs to be maintained the level of service quality needs to be tested using the Cartesian diagram of the importance- performance method and the results of data that become priorities for improvement are safety aspects at trains and stations as well as courtesy of officers. To test the results of the analysis conducted a validity test using the bivariate correlation method to measure the validity and invalidity of the data with a significance value of 1% and R tables obtained at 0.258 and 100% validity results (all valid data), reliability testing to measure the level of consistency of respondents in filling out the questionnaire from the SPSS program counting process gets the result that the questionnaire has a high level of consistency.
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Darrmawan, Didit, Fayola Issalillah, Rafadi Khan Khayru, Andi Raina Ananda Herdiyana, Arif Rachman Putra, Rahayu Mardikaningsih, and Ella Anastasya Sinambela. "BPJS Patients Satisfaction Analysis Towards Service Quality of Public Health Center in Surabaya." Media Kesehatan Masyarakat Indonesia 18, no. 4 (December 30, 2022): 124–31. http://dx.doi.org/10.30597/mkmi.v18i4.19773.
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Surabaya is a growing city and actively develope basic service innovations through Public Health Center (PHC) such as implementing E-Health services, BPJS p-care, including various quality health services and oriented in increasing patient, family, or public satisfaction in Surabaya. The purpose of the study was to identify the level of satisfaction of Badan Penyelenggara Jaminan Sosial (BPJS) and non-BPJS patients with the quality of health services at Manukan Kulon PHC. This research method was a cross-sectional study. The measuring satisfaction instrument used the patient satisfaction index (Customer Satisfaction Index (CSI)). Meanwhile, the satisfaction dimension used the SERVQUAL Principle by looking at the value of gap between expectation and reality from the aspects of responsiveness, tangibles, assurance, empathy, and reliability. The research sample was determined by simple random sampling and the total samples collected were 110 respondents (67 BPJS patients and 43 non-BPJS patients). The results showed that BPJS patients were more satisfied (CSI 83.9%) than non-BPJS patients (CSI 83.4%). Specifically, BPJS patients’ satisfaction dimension gap related to responsiveness is (0.3), tangibles (-0.3), assurance (0.9), empathy (0.6), and reliability (-1.0.) While non BPJS patients have a satisfaction gap value for responsiveness (- 0.1), tangibles (0.1), assurance (0.1), empathy (0.2), and reliability (0.1). This means that in general, BPJS and Non-BPJS patients are very satisfied with the health services of Manukan Kulon PHC. However, it is necessary to prioritize service improvement on the aspects of responsiveness, tangibles and reliability as expected by patients.
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Karimah, Mar'atul, Agus Setiadi, and Mukson Mukson. "Analysis of Visitors’ Satisfaction on the Quality of Omah Salak Agro Tourism Services." SOCA: Jurnal Sosial, Ekonomi Pertanian 15, no. 1 (January 30, 2021): 85. http://dx.doi.org/10.24843/soca.2021.v15.i01.p08.
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The development of the agricultural sector into agro tourism is carried out to realize the desires of people who wish for educational and environment-friendly tourism activities. Omah Salak Agro Tourism provides a variety of reservation packages, culinary packages, and souvenirs of processed zalacca products. Consumer satisfaction to the services is an important factor to be considered. This study aimed to analyze visitor satisfaction with the quality of services including physical evidence, reliability, responsiveness, assurance, and care given by Omah Salak Agro Tourism. The study used a case study method with a sample size of 100 respondents. The sampling method used was purposive sampling technique. The measurement scale used was the Likert scale. Data analysis methods used were the customer satisfaction index (CSI), gap analysis, and importance performance analysis (IPA). The results of the analysis showed a CSI value of 77.44%, meaning that overall visitors were satisfied with the service performance at the Omah Salak Agro Tourism. The results of the gap analysis showed the performance <importance with a value of 3.87 <4.33, the average gab was -0.46, meaning that the Omah Salak Agro Tourism service has not met the wishes of the visitors. The results of the IPA analysis showed that the top priority attributes for the improvement of Omah Salak Agro Tourism are the availability of worship facilities, bathroom facilities, adequate parking facilities, timely events, friendly and courteous guides and company staff to make visitors feel safe
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Puspita, Dara, Ahyar Ismail, and Burhanuddin Burhanuddin. "Analisis Kepuasan Pengunjung Program Agroeduwisata Taman Teknologi Pertanian (TTP) Cigombong, Kabupaten Bogor." Forum Agribisnis 11, no. 2 (September 22, 2021): 109–21. http://dx.doi.org/10.29244/fagb.11.2.109-121.
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Along with the Indonesian government project to develop science technopark, the Ministry of Agriculture of Indonesia has established Cigombong Agricultural Technopark (ATP). Agroeduwisata program is one of the Cigombong Agricultural Techno Park (ATP) programs as a tool for agricultural technology dissemination as well as become one of the business units for income-generating. To increase the number of visitors, the manager should explore the existing weaknesses and strengths to define the priorities of improvement to increase the visitor’s satisfaction. This study aims (1) to measure the satisfaction level of visitors on the Cigombong ATP agroeduwisata program, and (2) to identify the importance and performance level of the program. The research was conducted in September-October 2020 by a survey of 34 visitors to the Cigombong ATP agroeduwisata program. A descriptive analysis was developed by using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results suggested that visitors were satisfied with a CSI value of 78.79 per cent. Furthermore, according to IPA, the improvement of the safety of location and accommodation facilities should be prioritized and further developed Meanwhile, the attributes including the benefits of agroeduwisata, the responsiveness of services, comfort of the location, politeness and friendliness. guides, ease of communication for carrying out activities, agroeduwisata activity packages offered, supporting facilities, consumption facilities and tidiness of guides were found to perform quite good and therefore should be consistently maintained. In addition, the attributes such as ticket prices, promotions, the response of complaints and access to the location were found to be less prioritized.
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Wahdana, Rizqi Choirul, Nunung Nuring Hayati, Sonya Sulistyono, Willy Kriswardhana, and Dano Quinta Revana. "Kinerja Terminal Penumpang Tipe B Arjasa Masa Pandemi Covid-19." Jurnal Rekayasa Sipil dan Lingkungan 6, no. 1 (June 30, 2022): 76. http://dx.doi.org/10.19184/jrsl.v6i1.31972.
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Arjasa Terminal in Jember Regency is a Type B passenger terminal that functions to serve public passenger vehicles for inter-city transportation within the province (AKDP), city transportation (ANGKOT), and public passenger cars (MPU). The Covid-19 pandemic has forced activities at the terminal to experience many limitations, such as limited operational period, limited maintenance budget to limitations in providing passenger services. The existing condition of the observation data shows that some facilities are lacking to reach the standard. The purpose of this study was to determine the condition and completeness of the facilities at the terminal to meet the minimum service standards of PM No. 40 of 2015 during the Covid-19 pandemic. Evaluation of the level of satisfaction of service users with their facilities is carried out using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) analysis methods. Based on the results of observations, 16 indicators (41%) were fulfilled from a total of 39 indicators. The CSI value of the facility is only 75.6% (Poor). While the IPA results obtained 6 quadrants I variables which are the main priority for improvement, 5 quadrant II variables that need to be maintained, 5 quadrant III variables which are a low priority for improvement, and 2 quadrant IV variables whose performance is excessive so it should be reduced. The results of CSI and IPA observations can be used as a basis for improving the operations and services of the Arjasa Terminal entering the post-Covid-19 pandemic.
ABSTRAK
Terminal Arjasa di Kabupaten Jember merupakan terminal penumpang Tipe B berfungsi melayani kendaraan penumpang umum untuk angkutan antar kota dalam provinsi (AKDP), angkutan kota (ANGKOT), serta mobil penumpang umum (MPU). Pandemi Covid-19, memaksa aktivitas pada terminal mengalami banyak keterbatasan, seperti: keterbatasan masa operasional, keterbatasan anggaran pemeliharaan hingga keterbatasan dalam pemberian pelayanan penumpang. Kondisi eksisting dari data observasi memperlihatkan beberapa fasilitas kurang untuk mencapai standarnya. Tujuan penelitian ini adalah untuk mengetahui kondisi dan kelengkapan fasilitas di terminal terhadap pemenuhan standar pelayanan minimum PM No. 40 Tahun 2015 masa pandemi Covid-19. Evaluasi tingkat kepuasan pengguna jasa terhadap fasilitasnya dilakukan menggunakan metode analisis Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Berdasarkan hasil observasi menunjukkan terpenuhinya 16 indikator (41%) dari total 39 indikator. Nilai CSI fasilitas hanya 75,6% (Kurang Baik). Sementara hasil IPA diperoleh 6 variabel kuadran I yang menjadi prioritas utama untuk perbaikan, 5 variabel kuadran II yang perlu dipertahankan, 5 variabel kuadran III yang merupakan prioritas perbaikan rendah dan 2 variabel kuadran IV yang kinerjanya berlebihan sehingga sebaiknya perlu dikurangi. Hasil observasi CSI dan IPA dapat digunakan sebagai dasar dalam peningkatan operasional dan pelayanan Terminal Arjasa memasuki masa pasca pandemi Covid-19.
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Ghosh, Piyali, Geetika Goel, and Mohit Ojha. "Homeless shelters in urban India: life sans dignity." International Journal of Housing Markets and Analysis 13, no. 1 (May 21, 2018): 4–18. http://dx.doi.org/10.1108/ijhma-06-2017-0057.
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Purpose Government of India has been addressing the issue of homelessness through shelters in urban areas, mandated with provision of basic amenities including drinking water and washrooms. This research paper aims to investigate into the condition of such homeless shelters in terms of importance of and satisfaction from mandatory amenities therein as perceived by users, i.e. urban homeless poor. Design/methodology/approach Data from a survey spanning a sample of 401 shelter inmates have been used to construct a service quality performance matrix (SQPM) to analyse the importance of amenities and satisfaction of shelter inmates out of these amenities. A priority order of these amenities for improvement has been drawn thereafter with a customer satisfaction index (CSI). Findings The results of SQPM show ten items registering high importance-low satisfaction. Amenities such as utensils for cooking and psycho-social counselling are important but not available. Priority-wise amenities that need to be improved are: psycho-social counselling, facility of referral and transport, utensils for cooking, childcare facilities, waste management, adequate fire safety measures, recreation space, pest and mosquito control, first aid and kitchen/cooking space and equipment needed for cooking. Practical implications A total of 10 amenities have been ranked in order of priority, for which, the government needs to define its improvement action plans for delivering maximum satisfaction to inmates of shelters out of their stay. Originality/value The findings reveal that urban homeless staying in shelters are being deprived of many of the amenities earmarked as mandatory. Existing studies on shelters in India are usually descriptive, providing a summary of available amenities therein. This study is the first to contribute to literature on housing by applying SQPM and CSI on amenities available at homeless shelters.
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Yarlina, Lita. "Evaluasi Kinerja Pelayanan Penumpang di Bandar Udara Sultan Thaha Jambi." WARTA ARDHIA 42, no. 2 (September 22, 2017): 79. http://dx.doi.org/10.25104/wa.v42i2.286.79-100.
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Bandar udara Sultan Thaha adalah bandar udara yang terletak di Kota Jambi dikelola oleh PT. Angkasa Pura II, tanggal 27 Desember 2015 Terminal Bandara Baru Bandara Sultan Thaha baru dioperasikan seluas 9.801 m2 dapat menampung 1,8 juta penumpang per tahun. Pergerakan Penumpang mengalami kenaikan sebesar 2,66%, pada tahun 2014 menjadi 1.316.379 penumpang. Oleh karena itu, pengelola bandara dapat meningkatkan kualitas pelayanan sesuai dengan standar pelayanan pengguna jasa bandar udara agar dapat memberikan kepuasan terhadap penumpang. Metode analisis yang digunakan adalah Customer Satisfaction Index (CSI) . Hasil yang diperoleh terhadap 24 indikator kinerja pelayanan terhadap kepuasan penumpang sebesar 79,85, hal ini menunjukan bahwa Bandar udara Sultan Thaha Jambi sudah memberikan pelayanan yang memuaskan terhadap penumpang. Berdasarkan Standar pelayanan pengguna jasa bandar udara penilaian terhadap fasilitas proses keberangkatan dan kedatangan penumpang di bandar udara ini dengan nilai 90 yaitu A (istimewa), fasilitas yang memberikan kenyaman dengan nilai 85 yaitu B (baik sekali), dan fasilitas yang memberikan nilai tambah dengan nilai 50 yaitu B (baik sekali). Berdasarkan standar pelayanan nilai tambah Bandar udara Sultan Thaha Jambi belum memiliki ruang bermain anak dan fasilitas air minum, sebagai bahan pertimbangan untuk meningkatkan kualitas layanan pengelola Bandar udara Sultan Thaha agar menyediakan kedua fasilitas tersebut agar standar pelayanan penguna jasa bandar udara terpenuhi.
[The Evaluation of Passenger Services Performance in Sultan Thaha Airport - Jambi] Sultan Thaha Airport which is located at Jambi is one of airports managed by PT Angkasa Pura II (Persero). At December 27, 2015, the new terminal of Sultan Thaha Airport officially operated with building area of 9,801 m2 and can accommodate up to 1.8 million passengers per year. In the year of 2014, the airport experienced the increase of passenger movement by 2.66% which made the total amount of 1,316,379 passengers. Therefore, the airport operator needs to improve the services quality in accordance with the standard of the airport user services in order to maintain the customer satisfaction. The analytical method that is used in this study is Customer Satisfaction Index (CSI). The results assign the satisfaction score of 79.85 for 24 service performance indicators which means Sultan Thaha Airport provide satisfactory services for its users. In regard of the airport user services standard, the rank of those services indicators is as follows the departure and arrival facilities indicator receives the score of 90 which is equal to A (exceptional), facilities that provide comfort indicator receives the score of 85 which is equal to B (excellent), and facilities that provide added value indicator receives the score of 50 which is equal to B (excellent). However, Sultan Thaha Airport is still lack of kids playground and tap water facilities that can be proposed as consideration for the improvement of the airport service quality.
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Lisarini, Endah, and Ayi Khobul Nuryana. "KEPUASAN PEMANGKU KEPENTINGAN DARI PERAN LEMBAGA MASYARAKAT PELESTARI PADI PANDANWANGI CIANJUR." Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis 6, no. 1 (January 21, 2020): 213. http://dx.doi.org/10.25157/ma.v6i1.2965.
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The existence of a farmer in Indonesia will be stronger when joining a farming group or organization. The activities of agricultural institutions in Indonesia are directed to the development of food crops, especially rice, including Cianjur, West Java. The Pandanwangi Cianjur Rice Conservation Society (MP3C) is an agricultural institution that plays an active role in developing and preserving Pandanwangi rice as a variety of Geographical Indications. The existence of MP3C will be seen from stakeholder satisfaction with its role. This research was conducted with the aim of reviewing: 1). How is the existence and role of the MP3C; 2). How much stakeholder satisfaction is there for the role and performance of MP3C. 35 responses were collected from respondents consisting of Pandanwangi farmers, Pandanwangi rice traders and consumers, government and academics. Determination of respondents as samples is done by quota sampling technique. There are 5 dimensions to measuring satisfaction with the performance and interests of MP3C institutions. These dimensions include tangible, reliability, responsiveness, assurance and empathy. To answer the objectives of the first research qualitative descriptive analysis was carried out on the respondents' information and responses. The second research objective was answered by the analysis method of the Customer Satisfaction Index (CSI) and Importance and Performance Analysis (IPA). The results of the study indicate: 1) The existence of MP3C institutions is very important for stakeholders. MP3C has a role in controlling, overseeing, supervising and fostering the Pandanwangi rice farmers who are members; 2) The role of MP3C is considered very important by stakeholders in terms of guidance and counseling, while the performance of MP3C is considered to provide satisfaction with the CSI value of 69.93%. Such a condition is expected to be a consideration for the continuous improvement and sustainability of the MP3C institution in an effort to develop and preserve Pandanwangi rice.
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Sembiring, Maximus Gorky. "OER impact study perceived by faculty within ODL framework." Asian Association of Open Universities Journal 11, no. 1 (August 1, 2016): 78–89. http://dx.doi.org/10.1108/aaouj-07-2016-0021.
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Purpose The purpose of this paper is, first, to scrutinize the determinants of key benefits of open educational resources (OER) to faculty. Second, it is to expose how, in which routines the variables involved, are interrelated. Design/methodology/approach An exploratory design is used in this study. Qualitatively, key benefits include integration, opportunity, efficiency, enrichment, and collaboration. These benefits have direct impacts on enhancing student learning, augmenting teaching practice, improving productivity, catalyzing changes in teaching practice, and supporting non-traditional learners. Quantitatively, the key benefit is moderating the variables. Integration, opportunity, efficiency, enrichment, and collaboration are independent variables. Variables like enhancing student learning, enriching teaching practice, improving productivity, catalyzing changes, and supporting non-traditional learners are the dependent variables. The study population comprised the 721 Universitas Terbuka (UT) faculty members. The respondents were chosen randomly by distributing 450 questionnaires. Only 203 questionnaires were completed. Importance performance analysis and customer satisfaction index (IPA-CSI) were used to measure the importance level of variables involved and their benefits. Structural equation model (SEM) was used to examine the ten hypotheses developed so that the author could understand the significance level and relations power among variables engaged with reference to the qualitative outcomes previously obtained. Findings Six hypotheses were validated by the analysis. Statistically, efficiency and integration affect key benefits. Likewise, moderating variables affect teaching practice enhancement, productivity improvement, catalyzing changes, and supporting non-traditional learners. Conversely, key benefits were neither interrelated by opportunity, enrichment, and collaboration nor learning enhancement. Practical implications This study highlighted that adoption, integration, and implementation of OER in the UT milieu do take place. Originality/value This study recognized the variation of qualitative vs quantitative outcomes. An auxiliary inquiry is needed with broader perspective by increasing the respondents sample in order to minimize the difference between qualitative and quantitative results.
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Browning, Tyson R. "On customer value and improvement in product development processes." Systems Engineering 6, no. 1 (2003): 49–61. http://dx.doi.org/10.1002/sys.10034.
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Heavey, Colm, Ann Ledwith, and Eamonn Murphy. "Introducing a new continuous improvement framework for increased organisational return on investment." TQM Journal 26, no. 6 (October 7, 2014): 594–609. http://dx.doi.org/10.1108/tqm-06-2013-0065.
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Purpose – The purpose of this paper is to develop and validate a new framework for continuous improvement. Design/methodology/approach – The literature review on customer value and strategic quality provides the basis for the identification of a conceptual framework for continuous improvement. This conceptual framework is validated using the in-depth interview and the survey approach. Findings – The empirical study concluded that the new framework contains all the core components or forces of continuous improvement. These forces are customer value focused co-leadership, customer value focused strategic objectives, improvement specialists with people performance knowledge and improvement methodology. By adopting this framework, all process personnel can have a role to play in process improvement leading to increased organisational returns on investment. Overall, it is an effective framework that is easily understood and can be applied throughout any process led organisation. This is supported by the empirical data. Practical implications – This new framework can demonstrate to each organisational employee where they fit into the organisational continuous improvement strategy. This paper provides practitioners with a new validated continuous improvement framework that has application in all organisations that are involved in process customer value improvement. The researchers contend that this new framework can compliment existing continuous improvement frameworks. Originality/value – This paper develops and validates a new framework for continuous improvement. By adopting this framework, all process personnel can have a role to play in process improvement leading to increased organisational returns on investment. This is supported by the empirical data. Also, the authors contend that this framework embraces the systems thinking approach (Conti, 2010) or systemic approach as people interact with customers, processes, improvement methodologies and each other to drive customer value improvement. Consequently, this generates a need to take global view of the combined effect of all customer value improvement components. This systems thinking can feed into future research.
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Дьяченко, Александр, and Aleksandr Dyachenko. "CUSTOMER INTELLECTUAL EQUITY IN SERVICES IMPROVEMENT SYSTEM." Services in Russia and abroad 10, no. 7 (November 7, 2016): 44–52. http://dx.doi.org/10.12737/21821.
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The article presents results of the theoretical research of the customer equity. In accordance with them the corresponding concept is synthesized. The customer capital is identified as a system of stable and mutually beneficial relations of economic agents, buyers, consumers and staff of the enterprise. Such relations form the structure of the effective cooperation, which con- tributes to gaining by companies additional values. It is provides the customers’ repeated requests and attracting new ones, as well as increases competitive advantage and companies’ capitalization. We revealed the necessity of finding new forms of the customer equity, containing the elements of art, which will contribute to proposal of services, about which the consumers dream. The author based on the research result formulates the concept of use value of art, which induces to crave their presence again and again. An indicator of the art element use value is the value of the additional profits obtained due to the talented artistic expression. The customer equity is expedient to improve, focusing on the implementation of the popular theatrical services, ensuring their effective promotion using aggressive methods of direct marketing and personal sellings. Differentiation of the client capital services art use value should be made taking into account the interests, tastes, preferences of target customers, and their valuable relation to a particular style of art. Product differentiation by the elements of art inspires people´s lives. Talent, kindness, spirituality of senses, thoughts, and actions of the artist should be directed to the use of beauty flashes happening in the life for its meaningful creative heyday in the industrial production.
The work was supported by the Russian Foundation for Humanities Grant №16-12-34504.
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Kadir, Abdul, Muhammad Basri, and Rodi Rodi. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI." Journal Publicuho 1, no. 1 (April 10, 2018): 28. http://dx.doi.org/10.35817/jpu.v1i1.7297.
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This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.
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Lu, Mengyuan, and Baozhong Yi. "Homestay customers' perceived value mediates the influence of customer participation and host–customer interaction on customer satisfaction." Social Behavior and Personality: an international journal 50, no. 4 (April 6, 2022): 1–11. http://dx.doi.org/10.2224/sbp.11375.
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With the rapid development of homestay accommodation, it is urgent to study the mechanism of satisfaction of guests as customers. We used value cocreation theory to explore customer participation and host–customer interaction as antecedents of customer perceived value, and how this then influenced their satisfaction. We analyzed data from 344 homestay guests using partial least squares regression and bootstrapping analysis. The results show that customer participation and host–customer interaction affected customers' perception of the functional, emotional, and social value of the homestay experience. Furthermore, perceived functional, emotional, and social value mediated the relationships of customer participation, host–customer interaction, and customer satisfaction. Our results have implications for the improvement of customer satisfaction.
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Chan, Sally SJ, Yiu Che Chan, Stewart R. Walsh, Tze Tec Chong, Edward TC Choke, Alok Tiwari, and Tjun Yip Tang. "Endovenous cyanoacrylate ablation for chronic venous insufficiency and varicose veins among Asians." Annals of the Academy of Medicine, Singapore 50, no. 3 (March 31, 2021): 241–49. http://dx.doi.org/10.47102/annals-acadmedsg.2020346.
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Introduction: Endovenous cyanoacrylate glue (CAG) ablation for the treatment of chronic venous insufficiency (CVI) and varicose veins has shown non-inferior outcomes with an excellent safety profile, high patient satisfaction rate, and excellent efficacy when compared to the gold standard of endothermal ablation. A review of the current literature for CAG use in CVI showed that most studies and longer-term data are from Caucasian-based populations, which are subject to different anatomical venous variations and socio-economical contexts. This review aimed to gather the current evidence for CAG use in Asian CVI patients. Methods: Asian studies for the use of CAG in CVI were included in this review. Successful ablation rates, quality of life improvement and novel complications such as glue hypersensitivity reactions are described, along with anatomical descriptions of superficial venous anatomy in study patients. Use of CAG in Singapore and Asia was addressed. Results: CAG has been gaining traction as an option for CVI treatment in Asians. In Singapore, it has been adopted with comparable low complication rates and significant improvement of quality of life after treatment. As we increase our understanding of the variations in venous anatomy in the Asian population, new techniques such as retrograde deployment of the device and use of CAG ablation for venous leg ulcers have been developed. Conclusion: Further robust evidence in terms of large randomised control trials along with costeffectiveness studies are needed to determine the true value of CAG ablation in the Asian setting.
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Dachyar, M., F. M. Esperanca, and R. Nurcahyo. "Loyalty Improvement of Indonesian Local Brand Fashion Customer Based on Customer Lifetime Value (CLV) Segmentation." IOP Conference Series: Materials Science and Engineering 598 (September 6, 2019): 012116. http://dx.doi.org/10.1088/1757-899x/598/1/012116.
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Nyagadza, Brighton. "Responding to change and customer value improvement: Pragmatic advice to banks." Marketing Review 19, no. 3 (December 31, 2019): 235–52. http://dx.doi.org/10.1362/146934719x15774562877719.
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This paper aims to suggest measures necessary for the survival of Zimbabwean banks and other related institutions globally. The author shares his insights pertaining to the ways in which banks can adapt in a bid to promote growth and sustainability. The banks in Zimbabwe have been on a quest for new innovative ways of improving their customer service experience. In the paper, matters relating to approaches useful for added customer value, leveraging environmental scanning, entrepreneurial strategy, envisaged business model, internal creative climate, key stakeholders role in driving customer value, collaboration, engagement, learning and change, refined team recruitment, development of agile marketing function leadership, adoption of IT function and networking are addressed, in line with Zimbabwean banks. The major contributions of the paper include exposing potential markets by suggesting the adoption of a 'Blue Ocean Strategy' through innovation and marketing functions, leveraging on key external stakeholders for survival, and inclination towards profitable collaborations or alliances, important for policy, practice, theory, and subsequent marketing and financial services research.
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McKnight, Susan, and Mike Berrington. "Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery." Evidence Based Library and Information Practice 3, no. 1 (March 17, 2008): 33. http://dx.doi.org/10.18438/b86g73.
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Objective: To identify how interventions, as a result of Customer Value Discovery research, increased student satisfaction in an academic library. The process created a positive environment for ongoing innovation amongst staff to deliver added value to customers.
Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on-campus students to provide managers and library staff with information on what services and resources were of value to customers, and what irritated them about existing services and resources. The impact of interventions was assessed two years after the research by using a university student satisfaction survey and an independent national student satisfaction survey.
Results: The findings resulted in significant changes to the way forward-facing customer services were delivered. A number of value adding services were introduced for the customer. Overall customer satisfaction was improved.
Conclusions: The customer value discovery research has created a culture of innovation and continuous improvement. The Balanced Scorecard framework was introduced to help track activity and performance against the objectives identified in the customer value research.
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Sun, Zhongyuan, Yucheng Li, and Xuming Lou. "The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?" Sustainability 14, no. 24 (December 13, 2022): 16685. http://dx.doi.org/10.3390/su142416685.
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With the development of technology and the improvement of customer awareness, customers and enterprises are becoming more and more proactive in the process of cooperation. Among these developments is the value creation of customers in the brand network. The community changes with the accumulation of resources during the customer journey, and it is particularly important to explore the impact of customer resource accumulation and regulatory focus of enterprises for customers on customer value. Previous research mainly focused on the role of customer resources in the stages of value creation and value realization, ignoring the impact of customer participation on customer resources accumulation and customer value during the customer journey and the moderating effect of customer regulatory focus between them. This paper investigates this from the perspective of resource theory. Based on the investigation in 451 active customers in the Chinese famous brand network community, it uses the SEM method to test the relationships among customer participation, customer resources and customer value, and the moderating role of regulatory focus during the customer journey. The empirical results show that both customer relationship resources and human resources positively affect customer lifetime value and customer engagement value and play a mediating role between customer participation and customer value during the customer journey. Furthermore, the customer promotion focus positively moderates the relationships between customer participation and customer resources, while the prevention focus only positively moderates the relationship between customer participation and customer human resources. The research results provide a theoretical basis for brand network communities to sustainably cultivate and guide customers to contribute a higher value.
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Yuvamitra, Korakot, Jim Lee, and Kanjicai Dong. "Value Stream Mapping of Rope Manufacturing: A Case Study." International Journal of Manufacturing Engineering 2017 (February 16, 2017): 1–11. http://dx.doi.org/10.1155/2017/8674187.
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In today’s competitive market place, manufacturing companies must apply continuous process improvement in order to maintain a returning customer base. One way of achieving constant process improvement is through value stream mapping. Value stream mapping is used to visualize the current processes for easier understanding and problem identification. A well-defined problem statement will ensure a successful outcome of a project improvement process. This research provides a case study performed on a rope manufacturing process. A current state value stream map is created, and the possible improvements are suggested. The implemented results are shown in the form of future state map. The results show that, after waste elimination and structural revision, a manufacturing process becomes more efficient, enabling the customer to receive an order significantly faster.
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Hidayat, Khoirul, Firman Arief Soejana, and M. Fuad Fauzul Mu'tamar. "WINGKO INDUSTRY SUSTAINABILITY IMPROVEMENT STRATEGY USING THE BUSINESS MODEL CANVAS (BMC) METHOD." Journal of Industrial Engineering Management 6, no. 3 (December 20, 2021): 11–17. http://dx.doi.org/10.33536/jiem.v6i3.510.
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Wingko is one of Indonesian Snack from Babat of Lamongan Regency which is produced by UMKM Klapa Muda. Compete makes the production unstable, even decreased. Right now UMKM Klapa Muda must develop rapidly, because there are already many competitors selling similar products. In this study using the Business Model Canvas Development that is assisted using the Internal factor Evaluation matrix, External Factor Evaluation, Internal-External, SWOT matrix analysis, and QSPM (Quantitative Strategic Planning Matriks) analysis. For the weighting stage, 5th priority strategies used for market penetration and product development by applying Business Model Canvas (BMC) concept to UMKM Klapa Muda Babat strategy, it is 1) Customer Relationship Increasing promote activities with a value of 2,401, 2) Customer Segments establish customer loyalty with a value of 2,386, 3) Value Proposition guarantees production quality and mproves products with a value of 2.24, 4) Channels has a relationship with the government with a value of 2,015, 5) Key Resources Development of machine and equipment technology with a value of 1,308.
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Camgöz-Akdağ, Hatice, H. Pınar İmer, and K. Nazlı Ergin. "Internal customer satisfaction improvement with QFD technique." Business Process Management Journal 22, no. 5 (September 5, 2016): 957–68. http://dx.doi.org/10.1108/bpmj-01-2016-0022.
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Purpose – The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments in relation to quality characteristics for increasing internal customer satisfaction. Design/methodology/approach – The integration of SERVQUAL into QFD has been used to set the success factors to improve quality in the textile industry. One of the largest textile companies in Turkey provided the sample. A SERVQUAL-type of questionnaire was used and a total of 32,938 questionnaires were distributed both manually and online, 24,551 usable were received, comprising a response rate of 77.31 percent. Findings – Findings of the QFD application suggest internal customer focus as having the highest weight score of almost 12 percent improvement. In addition, improvements in technical requirements of politeness and process communication have a 9 percent impact each on internal customer satisfaction criteria. Research limitations/implications – QFD technique is able to provide companies with a better understanding of internal customer expectations and translate these into appropriate service specifications and perform existing process assessment. Originality/value – This paper is a first attempt that applies this integrative approach to a different type of industry, thus offering practical and applied information for professionals engaged in academia and as practitioners.
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Reis, Dayr, and Leticia Peña. "Linking customer satisfaction, quality, and strategic planning." Revista de Administração de Empresas 40, no. 1 (March 2000): 42–46. http://dx.doi.org/10.1590/s0034-75902000000100005.
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By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.
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Eriksson, Maria, and Pernilla Ingelsson. "Building an organizational culture when delivering commercial experiences – the leaders’ perspective." International Journal of Quality and Service Sciences 8, no. 2 (June 20, 2016): 229–44. http://dx.doi.org/10.1108/ijqss-04-2015-0040.
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Purpose The purpose of this paper is to identify, present and analyze the strengths and weaknesses mentioned by leaders when describing how their organization works with creating customer value in commercial experiences. Furthermore, the overall research purpose is to explore the creation of customer value in commercial experiences. Design/methodology/approach An interview study with eight managers focused on how their organization creates customer value when offering commercial experiences. Results were analyzed with regard to creating customer value, customer involvement and development of new experiences. Findings A literature study confirms an increasing interest in commercial experiences both financially and because of customer demand. The conducted interview study found several areas of improvement where the greatest potential was in the building of a strong organizational culture based on values to ensure co-creation of customer value between the organization and the customer. Also found to be important were working with customer involvement when co-producing the experience, discovering customer expectations and measuring the results of the delivered customer value. Originality/value When it comes to commercial experiences, one of the keys to creating customer value is the element of surprise and delivering the unexpected. This advocates studying the theory of attractive quality, discovering the unspoken needs of the customer.
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Kok, Ban Teoh, Hui Gan Kia, Sangar Rishimelan, Munusamy Kavithanjli, Yee Yong Hui, Min Lee Jie, Ying Lim Yen, Fen Lim Yi, Jing Lim Yi, and Zhi Lim Yuk. "A Study on Customer Satisfaction of Telekom Malaysia Broadband." Asia Pacific Journal of Management and Education 5, no. 1 (March 20, 2022): 79–93. http://dx.doi.org/10.32535/apjme.v4i3.1429.
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This research aims to investigate how price, service quality, and perceived value affect customer satisfaction among consumers of Telekom Malaysia broadband. This quantitative research distributed an online questionnaire to collect data from 271 current or former customers of Telekom Malaysia Broadband. The findings concluded that service quality and perceived value have significant positive relationships with customer satisfaction, whereas price possesses a significant negative relationship with customer satisfaction. The findings contribute to the continuous improvement on customer satisfaction among consumers of Telekom Malaysia broadband and other telecommunication providers by improving price, service quality, and perceived value.
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Silva, Edson Coutinho Da. "Customer Experience Project: A Framework to Create and Deliver Value to Customers." International Journal of Marketing Studies 13, no. 3 (August 26, 2021): 21. http://dx.doi.org/10.5539/ijms.v13n3p21.
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This theoretical paper aims to approach the major customer value drivers and then, describe the main five stages required to support customer experience (CX) professionals in order to conceive, design and implement CX improvement projects. The CX focuses on customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products. The CX encompasses every interaction the customer has with an organisation throughout the customer lifecycle through multichannel. Generally speaking, providing a good experience can affect and impact customer satisfaction, loyalty, and engagement. Business companies recognised the competitive advantage of CX and the value creation reside not only in what a company delivers for its customers but in how it delivers products and services. Therefore, a positive CX requires coordination across different functions within an organisation, for instance, marketing, product or service development, customer care, operations, or retail branches.
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Marcus Wallenburg, Carl, and Peter Lukassen. "Proactive improvement of logistics service providers as driver of customer loyalty." European Journal of Marketing 45, no. 3 (April 5, 2011): 438–54. http://dx.doi.org/10.1108/03090561111107267.
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PurposeThe purpose of this paper is to provide a differentiated view of relationship‐specific proactive improvement of logistics service providers (LSPs) that distinguishes between the cost and performance and the effect that these two dimensions of innovation have on three distinct customer loyalty dimensions (retention, extension, and referrals).Design/methodology/approachA confirmatory empirical study was conducted based on social exchange theory and customer value theory. The survey responses from 298 firms were analysed using structural equation modelling and multi‐group analysis to test for direct effects and moderation.FindingsBoth dimensions of relationship‐specific proactive improvement by LSPs (cost and performance) are strong drivers of all three customer loyalty dimensions and, thus, are important to customer relationship management and relevant areas to be considered within innovation management. The effect on customer loyalty is moderated by the dynamism of the customer's market. Proactive cost improvements are more important under high dynamism, while proactive performance improvements, contrary to initial assumptions, are more important when dynamism is low.Research limitations/implicationsFuture studies should analyse other cultural settings, differentiate between functional and relationship value provided, consider other services, investigate how LSPs can facilitate proactive improvement and improve innovation management, and explore how customers can foster proactive improvement.Practical implicationsThe currently low level of proactive improvement should be increased if LSPs want to enhance customer loyalty. In doing so, LSPs ought to consider the dynamism of their customers' markets.Originality/valueThe paper is the first to provide a differentiated view on the role of relationship‐specific proactive innovation that distinguishes between cost and performance improvements and illustrates their effects on three distinct customer loyalty dimensions.
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Samsa, Çağlar, and Alpaslan Yüce. "Understanding customers hospital experience and value co-creation behavior." TQM Journal 34, no. 6 (January 6, 2022): 1860–76. http://dx.doi.org/10.1108/tqm-09-2021-0282.
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PurposeThe purpose of this paper is to test what experience value factors are required to constitute customer value co-creation behavior.Design/methodology/approachThe authors collected the opinions of 395 customers who had hospital experience in the last one year and the value they perceived from these experiences through random sampling. In addition, they tested the effect of the value perceived by the customers from these experiences on the customer value co-creation behavior with the partial least structural equation modeling (PLS-SEM) model using Smart PLS 3 software.FindingsThe measurements had strong reliability and validity. In addition, PLS-SEM results showed that customer experience value had a positive and significant effect on customer value co-creation behavior. The results of the study have revealed that creating the perception of customer experience value is an important determinant of customer value co-creation behavior (customer citizenship behavior and customer participation behavior) in hospitals.Research limitations/implicationsThe limitation of the study is that the study was conducted only in public hospitals. The application was carried out in only one city and two public hospitals.Practical implicationsIt was concluded that customer experience value is the key factor for co-creation value in hospitals.Originality/valueAchieving co-creation value is considered a key element in the success and competitive advantage of hospitals. In the study, it was seen that the perception of customer experience value is very important in the success of the companies. It is predicted that these results will make significant contributions to firm managers in the design of hospital journeys of customers, service improvement and service excellence efforts.
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Tu, Yu-Te, and Heng-Chi Chih . "The Effect of Service Quality, Customer Perceived Value and Satisfaction on Loyalty." Journal of Economics and Behavioral Studies 3, no. 3 (September 15, 2011): 198–212. http://dx.doi.org/10.22610/jebs.v3i3.273.
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The service industry has become more and more important for business activities. Service industry contributes about 60% of the annual GDP and 70% of new jobs in America. According to the statistics of Executive Yuan of Taiwan, the service industry contributes over 70% of the annual GDP in 2008. The ultimate goal for companies is to build customer loyalty. With loyal customers, companies can reduce the operating cost and acquisition expenses. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of TKEC in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that service quality significantly affects customer perceived value and customer satisfaction, and customer perceived value and customer satisfaction have strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.
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Mohamed, Abeer. "The Impact of Customer Value Management on Potential Profits - A Proposed Management Accounting Framework." International Journal of Accounting and Financial Reporting 10, no. 1 (January 6, 2020): 177. http://dx.doi.org/10.5296/ijafr.v10i1.16279.
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Purpose- The purpose of this study is to propose a customer value management framework to improve the potential profits using the Management accounting techniques.Design/methodology/approach- Based on the literature, this study identifies and adapts the most appropriate management accounting techniques to manage the customer value and hence improve potential profits. It also tests the perceptions of managers and management accountants of the Egyptian service sector concerning the relative merits of such a framework.Findings- The most significant finding is that the current study accepted the revised model because it provided better fit indices compared with the fit indices of the hypothesized model. A key finding in the current study that has not been investigated in previous studies is that the customer value analysis has a positive and significant impact on companies’ profitability. The study also found that there is an indirect relationship between customer profitability analysis and companies’ profitability. Other factors in the proposed framework have significant positive relationships.Originality/value- This paper contributes to management accounting literature by proposing a framework for managing customer value for the potential profits improvement purpose, using customer profitability analysis; customer value analysis; and value add-costing techniques together with the proposed sequences. It is also a practical contribution to improving the potential profits of the Egyptian service sector.
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Alves Pereira, Gustavo, Wiliam Santos Souza, Willyans Santos de Jesus, Emerson Cleister Lima Muniz, and João Artur de Souza. "KANO Model: A study to identify important attributes for customer satisfaction in a shoe store." Revista Gestão da Produção Operações e Sistemas 17, no. 1 (March 8, 2022): 01–17. http://dx.doi.org/10.15675/gepros.v17i1.2616.
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Purpose – To identify which requirements are most important for generating customer satisfaction in a footwear company, through the application of the KANO Model. Design/methodology/approach – A questionnaire was applied by non-probabilistic sampling to collect information, created based on the literature on the subject under study. To ensure its reliability, Cronbach's α was applied as a parameter. For analysis and categorization of requirements, the research followed the guidelines of the Kano Model. Findings – The requirements are framed in mandatory, one-dimensional and attractive attributes. Of these, the mandatory attributes, essential to guarantee customer satisfaction, have already been prioritized by management. It was also found that the strategies used by the company meet about 88% of the identified requirements. Originality/value – The prior identification of the main customer requirements in the company's sector, its detailed analysis and categorization into attributes is the key value of the research, bringing direct benefits to management and its customers. The results allowed management to visualize analytically which of its actions directly contribute to customer satisfaction. And which demanded a joint effort from the company, but without adding much value to customer satisfaction. This, in turn, directly contributes to a better strategic alignment of the company's actions, which now prioritize the delivery and improvement of products/services that benefit all stakeholders. Keywords - KANO model. Customer satisfaction. Shoes store. Service improvement.
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Pratama, Aditya, and Santi Novani. "Proposed Service System Improvement for Regional Bank’s Mobile Banking Application using Service Science Perspective." European Journal of Business and Management Research 6, no. 5 (September 16, 2021): 115–26. http://dx.doi.org/10.24018/ejbmr.2021.6.5.1061.
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Mobile banking application provides easy banking services wherever and whenever only using the internet and mobile devices. Today one of the regional banks in Indonesia struggles to encourage the customer to install and use the mobile banking application for banking services because most customers are difficult to understand their mobile baking system and want an easier method to access the services. For this reason, the management suggests increasing the marketing focus towards its current customer for mobile banking and improving the service system to be easier to use and accommodate the user’s current need. This research aims to help improve their service system using a service science perspective. Based on the service science framework, the author has analysed the provider and customer perspectives. Then, the root causes analysis identifies all problems, gaps, and customer needs. After conducting the analysis, the problem was found from lack of collaboration, the registration system to create account not optimal, and mobile banking activation system is not optimal. After implementing the value co-creation and orchestration process, the author proposed service system improvement using service blueprint and value blueprint.
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Pratama, Aditya, and Santi Novani. "Proposed Service System Improvement for Regional Bank’s Mobile Banking Application using Service Science Perspective." European Journal of Business and Management Research 6, no. 5 (September 16, 2021): 115–26. http://dx.doi.org/10.24018/ejbmr.2021.6.5.1061.
Full textAbstract:
Mobile banking application provides easy banking services wherever and whenever only using the internet and mobile devices. Today one of the regional banks in Indonesia struggles to encourage the customer to install and use the mobile banking application for banking services because most customers are difficult to understand their mobile baking system and want an easier method to access the services. For this reason, the management suggests increasing the marketing focus towards its current customer for mobile banking and improving the service system to be easier to use and accommodate the user’s current need. This research aims to help improve their service system using a service science perspective. Based on the service science framework, the author has analysed the provider and customer perspectives. Then, the root causes analysis identifies all problems, gaps, and customer needs. After conducting the analysis, the problem was found from lack of collaboration, the registration system to create account not optimal, and mobile banking activation system is not optimal. After implementing the value co-creation and orchestration process, the author proposed service system improvement using service blueprint and value blueprint.