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Raja, Abbas Haider, Chokaew Koobgrabe i Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service". Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.
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Title: Customer Satisfaction toward TrueMove Customer Service
Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?
Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.
Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.
Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.
Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.
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Lee, Linda. "Customer-to-customer roles and impacts in service encounters". Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.
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This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3 investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.QC 20160516
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.
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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Akele, Seyoum. "Customer Service Quality in Ethiopian Electric Power Corporation (EEPCO) : Prepayment Customer Service". Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-180578.
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Ethiopian Electric Power Corporation (EEPCO), state owned monopoly that generates, transmits, and distributes and sales electric power nationwide, has been undergoing various continued utility management practices. One of the major improvements, as part of the transformation, was the introduction of Prepayment (Metering) System, over that of the conventional metering service, which had been forcing the Corporation to follow lengthy service processes, in order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy export. However, despite the introduction of this new type of service-prepayment customer service, the Corporation has not been able to attract more than only about five percent out of the two million total customers. Therefore, this study tried to assess and analyze the existing practice (quality) of prepayment customer service both from the employee and the Corporation’s perspectives, and thereby propose possible marketing strategies that are capable of improving the customer service quality for the subsequent adoption of prepayment service. SERVQUAL, as a methodological approach to service quality measures, was employed to measure the prepayment service quality by comparing customers’ perception of the received service against their expectations. Accordingly, the study revealed, despite its limitations, that there has been a substantial gap between customers’ expectations and perception of the service rendered, for which different possible marketing strategies were suggested for improvement.
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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service". Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.
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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
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Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /". Online version of thesis, 1996. http://hdl.handle.net/1850/12337.
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Tronvoll, Bård. "Customer Complaint Behaviour in Service". Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.
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It is vital for every service provider to get feedback from its customers.
This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.
Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.
Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.
The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.
The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.
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Henriksson, Alexander, i Fredric Vallin. "Telecom Customer Service Information Model". Thesis, Uppsala universitet, Institutionen för informatik och media, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-126125.
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A customer service unit in the telecom industry is a stressful and difficult work environment. The information is spread throughout many systems and it is not always easy to keep track of or use it in the most efficient way. The telecom industry has an especially complex IT architecture with a lot of information constantly being transferred. The main purpose of this thesis is to create a first version of a telecom customer service model. This model will describe what information a customer service unit at a telecom company needs. The model will also describe how IT should support the customer service unit with regards to what components are needed and how to use these components to deliver information efficiently. To connect to the purpose we have performed a series of studies in the following areas: Questionnaire Observations Interviews They have all been performed with selected personnel and experts at TeliaSonera Sundsvall. The results of these studies have been analyzed to answer their respective areas. What information the customer service unit need, what components they need and how to use these components. In conclusion we have integrated all the results into a first version of a customer service information model. This model shows the relationships between each component and also what information they need at the customer service unit. Some major issues and technical aspects are also presented in this model.
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Tronvoll, Bård. "Customer complaint behaviour in service /". Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.
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Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal". Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.
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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry". Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.
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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.
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Brennan, Deborah Lee. "Reinventing customer service at veterinary services' Miami Animal Import Center". Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1997. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1997.Source: Masters Abstracts International, Volume: 45-06, page: 2934. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references (leaves 39-47).
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Crawford, Sarah L. "Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002crawfords.pdf.
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Fleming, Rebecca M. "Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Center phase II /". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002flemingr.pdf.
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Chen, I.-Ting. "Customer service attributes and customer satisfaction in Taiwanese rural hotels". Thesis, Sheffield Hallam University, 2013. http://shura.shu.ac.uk/23506/.
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Tourism and Hospitality is a service-intensive industry that is dependent on the quality of customers' service experiences and their consequent assessments of satisfaction or dissatisfaction and behavioural intentions. The management of services and measurement of customer satisfaction is thus of crucial importance to the tourism industry and is becoming increasingly important as a result of the growing tourism and hospitality industry in Taiwan. This especially applies to the phenomenon of Taiwanese small rural hotels, which have been growing substantially from 65 hotels in 2003 to 3,407 hotels in 2012 and which present an area so far untapped by researchers. This study approaches customer satisfaction in Taiwanese rural hotels from a pragmatist perspective and using multi strategy research. First, the qualitative part of the study employs 13 semi structured interviews with hotel owners, experts, and customers in order to define the Taiwanese rural hotel product and to identify 21 customer service attributes. These attributes are then tested in a quantitative study by using self-administered two-part (before and after the service experience) questionnaires in 38 rural hotels in the three counties of Taiwan with the highest population of rural hotels. Results from 1,161 returned questionnaires (77.4 percent response rate) are then analysed using four popular conceptualisations of customer satisfaction: Expectancy Disconfirmation Paradigm (EDP), Perceived Performance Only (PPO), Importance Performance Analysis (IPA), and Revised Importance Performance Analysis (RIPA). In addition questionnaire data are quantitatively analysed using a variety of multivariate analysis techniques and results are computed against customers' overall satisfaction and return intentions. Overall customers currently appear to be neither satisfied nor unsatisfied with the rural hotel experience. This study provides empirical evidence that the methodological approach chosen for this study is adequate for conceptualising the Taiwanese rural hotel product and identifying its inherent customer service attributes. The proposed 21 service attributes present a framework that subsequent researchers in hospitality and tourism studies in the Taiwanese rural hotel context may want to consider when structuring their enquiries. Furthermore this study finds that all of the four tested approaches EDP, PPO, IPA, and RIPA are applicable for measuring customer satisfaction in a Taiwanese rural hotel context. However, they turn out differing results and findings indicate a superiority of process oriented approaches over the outcome oriented approach. This study emphasises the need for more research in this subject area and rethinking current approaches to measuring customer satisfaction.
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Caccamo, Debora <1995>. "Customer Satisfaction e Customer Service: analisi del caso aziendale Ikea". Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15775.
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La tesi ha l’obiettivo di evidenziare l’importanza del cliente, ormai parte determinante per il successo aziendale. Un orientamento “clintocentrico”,infatti, provoca un concreto differenziale competitivo, divenendo un fattore critico di successo per la crescita aziendale. Affinché si possa conseguire l’obiettivo di orientamento alla clientela in maniera efficace è indispensabile il supporto di una misurazione oggettiva e costante. Si è analizzato in particolare il modello di Kano, il quale permette all’impresa di identificare l’efficacia dei singoli requisiti del prodotto in relazione alla soddisfazione del cliente realizzando presupposti ottimali per lo sviluppo della produzione. La tesi infatti si pone come obiettivo quello di analizzare quanto detto in precedenza in un contesto dinamico ed in forte espansione come quello della ormai nota azienda scandinava Ikea, presso la quale ho svolto il tirocinio, con particolare riferimento al Servizio Clienti dello store di Padova. Nonostante il lungo elenco di servizi assistenza clienti descritto, è stato dimostrato, grazie all’Ikea Customer Satisfaction Survey e all'analisi dei tempi di attesa, come il CRM di Ikea è un aspetto che l’azienda deve sicuramente potenziare.
Al fine di concludere tale analisi, si è passati all'elaborazione del questionario di Customer Satisfaction secondo il modello di Kano, somministrato ad un campione di 100 clienti. L’analisi, grazie alla realizzazione di un focus group, ha evidenziato gli attributi ritenuti rilevanti dalla clientela, sottolineando come l’efficacia operativa nella risoluzione dei problemi e la velocità di erogazione del servizio siano attributi indispensabili ai fini di un valido ed efficiente Customer Service. In conclusione, sono state esposte le possibili soluzioni per far fronte ad un servizio che, date le elevate dimensioni degli store Ikea, mal si presta ad essere personalizzato.
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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies". CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.
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Åberg, Emil, i Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.
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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden
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Chi, Yuan, i Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company". Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.
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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.
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Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service". Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.
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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.Department of Secondary, Higher, and Foundations of Education
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Worawattananon, Prakit. "Customer service driven supply chain segmentation". Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/45247.
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Thesis (M. Eng. in Logistics)--Massachusetts Institute of Technology, Engineering Systems Division, 2008.Includes bibliographical references (leaves 69-70).
The objective of this thesis is to develop a supply chain segmentation model for Company X, which is in the chemical and construction materials industry. The company sells products in an expanding Southeast Asia market. At the same time, it innovates and launches new products to these markets. A major issue for the company to consider is services offered to its customers. The company has to address customer needs, analyze them, and design the products and services that will fulfill those selective demands. This thesis leverages this concern for the company by developing a model to segment the company's supply chain based upon customer services. Company Y, a subsidiary company of Company X, is selected to be a case study for the model developed in this thesis. Quantitatively, the thesis examines collected data such as customer including portions of revenue and margin from each customer; and a customer's profile potential from the size of the firm. Qualitatively, the data and information collected from interviewing relevant people, such as sales and marketing personnel, is used to characterize the company's future customer prospects. Furthermore, some selected current practices in the industry will be reviewed and benchmarked for formulating the model.
by Prakit Worawattananon.
M.Eng.in Logistics
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Stathopoulou, Anastasia. "Service variation model in customer relationships". Thesis, City University London, 2012. http://openaccess.city.ac.uk/13516/.
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This thesis examines the variations of customer relationships across different types of services and it contributes the existing knowledge of service marketing in three main ways. First, it identifies and brings together a coherent and exhaustive set of drivers that can explain repeat purchase behaviours. Second, it identifies the relational bonds which can strengthen or weaken service relationships and repurchase intentions through different service actions. Third, drawing on Theory of Planned Behaviour, it develops a new comprehensive and integrative conceptual framework, applicable to the service variation context. A preliminary qualitative research was conducted based on sixty in-depth interviews in order to explore whether service variations exist and get insights on the key components of the new framework from a customer perspective. The adopted model was then empirically tested through a large-scale quantitative research in a random sample in London, providing new perspectives on services relationships. Through this empirical research the boundary conditions of the proposed framework were tested by accounting for different service types, based on four distinct service typologies. The results suggest that relational bonds can be classified into three categories: 1) universal relational bonds that transcend service categories, 2) service specific relational bonds and 3) inconsequential relational bonds. The findings also suggest that although most of the relationships in the model work universally, their strength is moderated in many cases by the service type. This moderating effect depends on the service typology used and the stage of the relationship. Thus, at the first stage of the relationship which refers to the link between service actions and relational bonds, the customisation and contact levels associated with the service (Bowen’s groups) as well as whether the service is consumed collectively or individually, have a significant moderating effect. At the second stage of the relationship which refers to the link between relational bonds and repurchase intentions, the hedonic or utilitarian nature of the service is very important. Finally, at the third stage of the relationships which refer to the link between repurchase drivers and relationship outcomes, the level of risk associated with the service (search/ experience/ credence services) is important. In addition to its theoretical contribution, the framework provides service providers with specific information and guidance in order to manage long-term customer relationships in a successful and a resourceful manner.
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Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries". Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.
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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).
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Ortman, James Francis. "Strategies to Teach Customer Service Skills". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3408.
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Business managers' failure to retain dissatisfied customers leads to millions of dollars in lost revenue. The purpose of this single case study was to explore managers' training strategies to teach sales associates customer service skills. The sample included 3 training managers from the mobile phone industry in Michigan who recorded a 25 % increase in customer retention after implementing customer service training. The conceptual framework for this study was human capital theory. Data were collected from semistructured interviews and training documents. Data analysis entailed using coding techniques and cluster analysis. Member checking applied to clarify the interpretation of participants' responses and reveal missing information. The 3 themes that emerged were mentoring and recruitment, training and development, and customer satisfaction. Mentoring and recruitment surfaced from the managers' need to hire qualified sales associates. Training and development grew from the need to have a strategy to train sales associates in customer service skills. Customer satisfaction emerged from the need to retain customers for a stable business environment. The findings from this study may contribute to social change by showing the training strategies managers use to teach customer service skills to sustain business and mitigate harmful effects of job loss. The data suggested a trained sales force could work to retain customers and provide customer satisfaction. Data from this study may contribute to the prosperity of mobile phone customers from well-educated sales associates that enhance the quality of using mobile phones in the local communities. The beneficiaries of this research include business managers, sales associates, and customers.
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Grass, Marcus. "Performance management systems in customer service". Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264205.
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When management sets performance goals the expectation is that employees should strive to reach them, they are used to drive motivation and increase performance. However, the task of instituting performance goals should not be taken lightly. The goals need to fair, measurable, and accepted by the employees who are to adopt them. There are pitfalls to avoid when setting up performance management systems. If goals are not fair, they can breed resentment against the performance management system. If goals are not easily measurable, their validity in the view of the employees can fade as they cannot tell if their work impacts the goals. This thesis examines the deployment of a performance management application to bolster an already existing performance management system. The thesis involves both the construction of the application, using theory from the field of performance management to inspire its functions, and the investigation into how the application affects increased performance and job satisfaction for the employees who uses it. Thus, the thesis takes theories from performance management, some with their genesis before the digital age; and applied them in a digital format, investigating how well they apply within the space of a web application. The analysis concludes that employing a web application as part of a performance management system can increase engagement with that system. However, if that system is poorly implemented, the positive effects sought from a performance management system, increased performance and job satisfaction, can turn into negative effects such as increased negative stress for the employees. In the studied case, the existing performance management system was poorly fit for some employees, and well fit for others. The result of deploying the web application was increased engagement and a high affect for the web application by those for whom the system fit well, and low engagement and negative affect for the web application by those for whom the system fit poorly. Additionally, implementing competitions made the application more appealing and caused employees to actively use it. Thus, making employees seek to engage more with the underlying performance management system.När chefer sätter mål för arbetare finns en förväntan att arbetarna ska jobba för att uppnå dem, målen används för att driva motivation och att få arbetarna att uppnå högre produktivitet. Men, innan mål sätts bör dessa tänkas igenom grundligt. Målen måste vara rättvisa, mätbara, och accepteras av arbetarna som komma att arbeta under dem. Om målen inte år rättvisa kan dem leda till negativt anseende av förtaget från arbetarna. Om målen inte är mätbara kan deras validitet ifrågasättas då arbetarna inte kan se om deras arbete tar dem närmare att uppfylla målen. Detta examensarbete undersöker vad som händer när en performance managementwebbapplikation används för att förstärka ett existerande performance management-system. Examensarbetet innefattar både konstruktionen av applikationen, och undersökningen av hur applikationen påverkar produktivitet och jobbnöjdhet för arbetarna som använder applikationen. Därav tar examensarbetet teorier från fältet performance management, vissa uttänkta innan digitaliseringens ålder, och undersöker hur dessa fungerar inom ramarna för en webbapplikation. Analysens slutsats är att en webbapplikation med syftet att komplettera ett underliggande performance management-system kan öka arbetarnas engagemang gentemot det underliggande systemet. Dock, om det underliggande systemet lider av brister kan de önskade positiva effekterna av systemet, ökad produktivitet och jobbnöjdhet, vändas till negativa effekter som ökad stress för arbetarna. I det studerade fallet var det underliggande performance management-systemet välanpassat för de flesta arbetare, men dåligt anpassat för en mindre grupp. Resultatet av att införa applikationen var ökat engagemang och uppskattning för performance management-systemet och webbapplikationen från de arbetare för vilka systemet var välanpassat, men lågt engagemang och låg uppskattning för de arbetare för vilka systemet passade dåligt. Ytterligare, implementationen av tävlingar i applikationen gjorde applikationen mer attraktiv och rolig att använda för arbetarna. Detta ledde till att arbetarna sökte sig till applikationen, och därmed sökte sig till att engagera mer med det underliggande performance management-systemet.
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Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation". HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.
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In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed against service firms. Service recovery from a failure is always a vital step in pacifying dissatisfied customers and maintaining ongoing relationships with them. However, is identification among customers also influenced by service recovery? The effect of customer perceptions of service recovery on customer identification is first examined in the present research. Moreover, given that service recovery may not always work in the desirable way that service firms expect, executing recovery is not the single solution for relationship maintenance following failed service. In contemporary marketing, corporate social responsibility (CSR) is considered a measure for rebuilding customer relationships that offers firms “insurance-like protection against negative situations. Then, would CSR complement a recovery strategy and be effective in protecting firms from service failure? The effect of the interplay between recovery and CSR on customer identification in the advent of a service failure is examined. In addition, today’s customers are eager to participate in their service experience. Customers can now enjoy services by cooperating with service providers. Whereas the current literature emphasizes the benefits of customer participation only in routine service settings, this research attempts to further explore the potential moderating role of customer participation in service delivery (either service provision or service recovery) in influencing customer post-failure identification and subsequent responses in a failure context. A multi-method approach has been adopted in the present research. A field survey was first conducted using a sample of 354 customers in Hong Kong; this was followed by two scenario-based laboratory studies using a total of 370 students. The research findings contribute to the literature and social identity theory by examining the interaction between recovery and CSR with respect to customer identification in a service failure. The results demonstrate that perceived recovery justice positively influences customer post-failure identification with a service firm. Also, high perceived CSR performance is more effective in fostering customer identification when customers have lower justice perceptions regarding the recovery attempt. Furthermore, the research sheds light on the value of involving customers in service delivery. Customer participation in either service provision or recovery strengthens the positive impact of CSR on customer identification and ultimately contributes to customer loyalty intentions. Therefore, involving customers in co-creating service or recovery is a cost-effective strategy to strengthen customer-firm relationships even in the advent of a service failure.
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Cassab, Harold. "Multi-channel service : performance and implications for customer retention /". Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.
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Polycarpou, Evripides. "Service quality management and customer satisfaction in higher education : quality of services, customer satisfaction and customer behavioural intention in higher education". Thesis, Middlesex University, 2007. http://eprints.mdx.ac.uk/13601/.
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For the purpose of this project, a modified SERVQUAL instrument has been used to investigate undergraduate student perception of service quality at Cyprus College by determining if gaps existed in student expectation versus the perception of the actual experiences. The researcher acquired answers for five research questions designed to determine the relationship between service quality, student satisfaction, student behavioural intention, and certain demographic variables (gender, nationality, and number of years at the college). The population consisted of 1,398 students, which represented the fall 2006 semester enrolment. A cluster sampling methodology was used for the selection of 434 respondents. The researcher has tested the reliability and internal consistency of the survey instrument and it was found to be reliable and have adequate internal consistency. The Cronbach's total alpha was .919. Each research question was analysed individually usmg descriptive data for expectation, perceptions, and gap scores. The results of the survey indicated that there was a wide gap between student's perceived performance and expectations in twenty out of the twenty-two measured items. The most problematic dimension appears to be the Empathy and the least problematic the Tangible dimension. The researcher found that gender, nationality and number of years at Cyprus College are of a little value in predicting student's evaluation of service quality. There were, however, statistical and practical significance found in the ANOV As for each dependent variable. In addition, the researcher has found that respondents, who stated that overall the quality of service is good or very good, appeared to be satisfied or very satisfied with Cyprus College. The same group of respondents appeared also to be more willing than the rest of the respondents to say positive things about the college and less willing to complain if they experience a problem. The findings were discussed among the academic and administration leaders of the college and a set of actions were decided and some have been implemented including service related procedural changes, employee motivation and training, and the establishment of a system of continuous assessment. The results that emerged from the study and the discussions can be useful for other institutions which are concerned about their own quality practices.
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Qasim, Muhammad, i Mohammad Asadullah. "The Role of Customer Support Service in Relationship Strengthening : A Case of Swedish Broadband Internet Service Providers". Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-13637.
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Olsson, Anette. "Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings". The University of Waikato, 2007. http://hdl.handle.net/10289/2610.
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ABSTRACT Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between the agent, customer and computer: Customer-Agent-Computer Interaction (CACI). A set of ethnographic studies were conducted at call centres to gain an initial understanding of CACI and to investigate the customer-computer channel. The findings revealed that CACI is more complicated than traditional CHI, because there is a second person, the customer, involved in the interaction. For example, the agent provides a lot of feedback about the computer to the customer, such as, I am waiting for the computer . Laboratory experiments were conducted to investigate the customer-computer channel by adding non-verbal auditory feedback about the computer directly to the customers. The findings showed only a small insignificant difference in task completion time and subjective satisfaction. There were indications that there was an improvement in flow of communication. Experiments were conducted to investigate how the two humans interact over two different communication modes: face-to-face and telephone. Findings showed that there was a significantly shorter task completion time via telephone. There was also a difference in style of communication, with face-to-face having more single activities, such as, talking only, while in the telephone condition there were more dual activities, for instance talking while also searching. There was only a small difference in subjective satisfaction. To investigate if the findings from the laboratory experiment also held in a real situation and to identify potential improvement areas, a series of studies were conducted: observations and interviews at multiple travel agencies, one focus group and a proof of concept study at one travel agency. The findings confirmed the results from the laboratory experiments. A number of potential interface improvements were also identified, such as, a history mechanism and sharing part of the computer screen with the customer at the agent's discretion. The results from the work in this thesis suggest that telephone interaction, although containing fewer cues, is not necessarily an impoverished mode of communication. Telephone interaction is less time consuming and more task-focused. Further, adding non-verbal auditory feedback did not enhance the interaction. The findings also suggest that customer service CACI is inherently different in nature and that there are additional complications with traditional CHI issues.
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Hsu, Wen-chi, i 許文綺. "Customer Service Management". Thesis, 2001. http://ndltd.ncl.edu.tw/handle/47722323915877777167.
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碩士國立臺北大學
企業管理學系
89
The environment is changing rapidly, and partial service can’t meet the customers’ demand anymore. Only integrated service can satisfy them. Comprehensive model integrating relevant dimension of service management becomes important. This research focuses on the model constructing of customer service management of enterprise. First, the research discussed about the customer service related theory. Then we studied the real world information technology issues and identified the key factors for this model. Finally, we combined both of two parts into the complete model and then been validated by the case study. After the complete framework has been built, the case study is used to validate this model. We used Service Process Matrix to choose four companies. And different company has its own proper IT and management mode. All business should adopt the framework by company character and demand, then they can build the most efficient customer service management model, improve customer satisfaction and increase profit.
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Wang, Ta-Wei, i 王大偉. "The impact of service climate on customer satisfaction in customer service center". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/47455443290919869422.
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碩士開南大學
商學院碩士在職專班
99
To maintain competitive advantages over others, companies are beginning to evaluate customers’ responses to service quality and evaluation as key considerations. Therefore, companies set up customer service centers to provide customers with accurate and reliable information, and also demonstrate good services to customers in order to obtain better business performances. To do so, companies should create better service environment, so that employees can improve on their service performances. Therefore, this article explores the impact of service environment based on customer satisfaction and employee’s service performances in customer service center, and whether creating a favorable service environment will increase customer satisfaction and employee’s service performance. In this paper, we’ve conducted surveys of companies, customers, and customer service employees. We used random sampling to select the survey candidates. We issued 50 surveys separately, then received 42 available surveys from employees, and received 42 available surveys from customers. The results show: 1) employees demonstrate higher service performance and contributions when they perceive that companies have enhanced their organizational and service environment; 2) service environment has direct effect on the relationship between service employees and customers. Likewise, when the service environment is at a high state, the customer satisfaction and employee’s performance level are both high; 3) creating a favorable customer service environment will ultimately increases customer satisfaction and employee’s service performance.
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曾祥瑋. "Partnership between Wafer Foundry Services and Their Customers-from the Perspectives of Customer Service". Thesis, 2005. http://ndltd.ncl.edu.tw/handle/18806828547544882416.
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碩士國立交通大學
經營管理研究所
93
The formation of a successful partnership between wafer foundry suppliers and their customers has become an important way for the suppliers to maintain their competitive advantage. The objective of this research is to study the characteristic of the partnership; the partnership between wafer foundry suppliers and their customers; and the insight into how to better manage these relationship to ensure success Results indicate that the primary partnership success factors are: communication behavior, level of interdependency, and partnership attributes. It also indicate that the level of how these factors affect the partnership formation are varied from the attribute of customer, the operation output, and those special contracts between firms. In addition, from the value chain point of view, the result also shows that some of the end customers are also affecting the relationship between firms. Based on the study, the research suggests that a timely response and flexible decision making system is essential for the foundry supplier; the research also suggest that only with the fulfillment of what customer is really looking for can reach a successful partnership formation, and it should be reviewed at different stage of the relationship between firms.
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Pan, Su-Ching, i 潘素靜. "Service Failure and Service Recovery in Customer Service Center". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/28607277465648262314.
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碩士大葉大學
管理學院碩士在職專班
98
The service call center has been highly valued in recent years; however, the service quality has been called into question. Therefore, this study aims to investigate and find out the reasons for service failures of the service call center and different types of service recovery by using SSIT (Subjective Sequential Incidents Technique). Sixteen cases about service failures are collected. The subjects are undergraduate students, graduate students, and in-service graduate students in Chang-Hua area. After the analysis of the cases, the following anger points are found regarding meeting customers, requirements, refunding or the exchange of commodities, and billing arguments: continual service failures, repeated checks on personal data, troubles caused by service failures, irresponsibility, refusal to meet customers’ requirements, incomplete records, secret administration, threatening, and the identification of service persons requested. The types of service recovery include oral apology, admitting the mistakes and seeking for help, explaining the reasons for service failures, informing customers of the exchange of commodities, customer appeasement, and mending failures. In order to enhance the quality of the customer service call center, it is strongly advised that the service call center should avoid repeated service failures and try to provide satisfactory recovery measures that customers can identify with.
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Kuo, Zheng-yang, i 郭政揚. "The comparison between voice-enabled customer service systems and traditional customer service systems". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/98n62f.
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碩士南華大學
資訊管理學研究所
95
This study compares the efficiency and effectiveness among traditional customer service systems, touch-tone telephone automatic customer service systems, and the voice-enabled automatic customer service systems. This study uses the Microsoft SAPI to develop a voice-enabled automatic customer service systems. Users can access the system to retrieve the hospital’s information via the cell-phone or telephone. We conduct an evaluation to compare those three customer service systems. We collect the turnaround time for each system to finish a customer service activity. Also, this study implements a questionnaire to collect users’ opinion after the customer service activity. The result shows that the voice-enabled customer system spends least time and has better user feedback.
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CHEN-HUNG, FENG, i 馮芊葒. "The impact of artificial intelligence customer service on customer service staff and customers’satisfaction". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/tewee7.
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碩士淡江大學
保險學系保險經營碩士在職專班
106
Currently, artificial intelligence customer service upgrades the traditional one-to-one customer service model to a new generation, omni-channel, action, and intelligent customer service platform. However, it is still in the initial stage and can only be used for simple services. The purpose of this study is to investigate the impact of artificial intelligence customer serviceon customer service staff and cunstomers’ satisfcation. The impact of artificial intelligence customer deal with the repeatability problems, the service temperature still needs to be reinforced by customer service personnel. When the artificial intelligence customer service cannot meet or respond to the customer''s service needs, the customer can immediately choose to transfer to the customer service personnel to achieve the characteristics of “human-machine collaboration” and “multi-task mode”, which can effectively help reduce personnel expenses and improve service efficiency. Based on In-depth interview analysis, this study has the following conclusions. First of all, artificial intelligence customer service allows frequent and repetitive questions, freeding up in the exchange of consulting services, and thus allows the companies to save a lot of labor costs and time costs.Second, artificial intelligence customer service is a passive service. For traditional enterprises, there are still technical bottlenecks in system deployment and maintenance. Third, artificial intelligence customer service through the machine''s deep learning of natural language in order to enhance the customer experience, but the current artificial intelligence customer service is immature. . If the customer does not have a good service experience,they will not be accustomed to using artificial intelligence customer service.
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Msosa, Steven Kayambazinthu. "Assessing customer service in the Malawian public postal service". Thesis, 2015. http://hdl.handle.net/10321/1364.
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Submitted in fulfilment of the requirements for the Degree of Master of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2015.Achieving customer satisfaction has been the goal of every organisation. In recent times, the postal business world over has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have necessitated that public postal operators diversify into financial services as one way of generating more revenue. The Malawi Posts Corporation (MPC) is faced with challenges ranging from cash scarcity, increasing competition from banks and other financial services players like mobile phone companies. At the same time, the customer in the modern age is well informed and demanding high quality service. As such, the MPC needs to ensure that customers remain satisfied with the quality standards being delivered in its network. The importance of achieving service quality and satisfaction are enormous. High quality service and customer satisfaction are tools for competitiveness, productivity and profitability. The aim of this study is to analyse service quality in the Malawian public postal service. A modified SERVPERF questionnaire was used to assess customers’ perception of service quality, customer satisfaction and customer loyalty. The service quality dimensions of tangibles, reliability, empathy, assurance and responsiveness were used to evaluate customers’ perception of service quality. The 400 respondents were selected using convenience sampling and the eight Post Offices where this research was conducted were selected using purposive or judgemental sampling. Descriptive and inferential statistics were used to analyse data. Spearman rho was used to ascertain the relationship between variables. Man-Whitney and Kruskal-Wallis tests were used to compare differences between two independent variables. The findings of this study show that customers’ perception of service quality was generally good across all the five service quality dimensions and that all the dimensions of service quality have a positive relationship with customer satisfaction. In addition, the relationship between customer satisfaction and customer loyalty was found to be positive and significant. Recommendations are made in respect of improving the service quality dimensions because they have a direct impact on customer satisfaction which in turn affects customer loyalty.
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Cheng, Shao-Cheng, i 鄭紹成. "Service Failure, Service Recovery and Customer Respond in Service industry". Thesis, 1997. http://ndltd.ncl.edu.tw/handle/92372228512882135112.
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博士文化大學
國際企業管理研究所
85
Although the issues of service failure, service recovery and customer respond had been discussed by researchers, the moderating effect of service recoveryon customer respond remain unclearly. Therefore the problem of this study is intending to find out customer respond to service failure regarding to its service recovery. 803 copies of CIT questionnaire survey was taken as the empirical data and the findings are as follows:56.4% of these people think that it is good to receive service recovery. However, 43.6% of them thinks that it is bad. Such result shows that it still can not satisfy customer even if service recovery has been taken. Customer gives highest evaluation when service recovery comes free charge. On the contrast, the lowest evaluation comes to no service recovery. Apart from oral apology, additional physical things surely enhance service evaluation. The influence of service recovery on purchase intention is positive. Different service recovery satisfaction degree shows different purchase intention. The higher the satisfaction degree,the more positive the purchase intention. The moderating effect of service recovery on customer complain behavior(CCB) is also positive. The customer whodid not receive service recovery, their CCB will be private complain(47.39%) and voice complain(36.97%). The percentage has significant changing.Goodwin & Ross proposes that interaction fairness causes different customer response. The research based on this concept. From the reasoning process, it can also imply interaction fairness to the influence of service recovery on CCB. That is a serendipity of this study.
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Van, Coller Riana. "Evaluating the service quality within the aftermarket components industry in South Africa". Thesis, 2012. http://hdl.handle.net/10210/7491.
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M.Comm.Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
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黃馨儀. "The Study of Relationship among Service Failure, Service Recovery, Customer Satisfaction and Customer Loyalty". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/35492623933536172488.
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碩士長榮大學
經營管理研究所
92
Consumers become more and caring about their rights and interests and companies have to review the relationship between consumers and themselves. It is important to retain customer satisfaction in mobile phone services. The service failure is unavoidable in a service delivery process. Service provider’s should through affective service recovery and communication to reduce the negative effect of service failure to customer. It positions service recoveries as an important strategic tool in retaining customers. From this, goal of this research as follows three aims : 1.To understand into critical service failure events in mobile phone industry. 2. To investigate into critical service recovery events in mobile phone industry. 3. To examine the relationships among service failure, service recovery, customer satisfaction and customer loyalty. The results are as follows : 1. Service failure will cause negative influence on customer loyalty , but companies can reduce the effect by service recovery and increase customer satisfaction. 2. Service failure will not influence on customer satisfaction, but service recovery has positive influence. 3. Service recovery and customer satisfaction positive influence on customer loyalty.
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Lin, Wan-I., i 林婉儀. "The Influence of Service Failure and Service Recovery on Customer Relationships and Customer Satisfaction". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/16316445417515549224.
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碩士淡江大學
國際企業學系碩士班
100
During past few decades, the industrial structure of Taiwan has moved from manufacturing industry to service industry. With the fast growing of service industry, which covers widely, service becomes an indispensable element in our daily lives. In the beginning of 20th century, scholars have already defined the word “service.” During the mid-20th century, more and more research had been done to study this newly emergent industry. Consequently, the thesis is to study the topic -- the influence of service failure and service recovery on customer relationships and customer satisfaction -- that is related to service marketing. Furthermore, the study confined the target market to “coffee shops.” This study applied ANOVA and regression to analyse the data the author gathered through questionnaires. The following is the result of the thesis: 1. With different service failure and service recovery, there is significant discrepancy in outcome fairness perceived in customers’ minds. 2. Outcome fairness affects customer relationships positively. 3. Outcome fairness affects customer satisfaction positively. The result of analysis shows that different service failure and service recovery affects the level of outcome fairness perceived by customers; furthermore, the perceived outcome fairness affects customer relationships and customer satisfaction.
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Govender, Therashree. "Service quality enhances customer satisfaction". Thesis, 2003. http://hdl.handle.net/10413/4199.
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The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their customers' needs. This research dissertation is aimed at identifying the strategies that contribute to delivering quality service that leads to customer satisfaction and eventually client retention. It evaluates the benefits of the human, work process and technological dimensions and determines what actions are required by The Company to improve the levels of customer service. Based on the analysis, the gap between the current service expectation of The Company and service delivery by The Company urgently needs to be reviewed in light of customer satisfaction and customer retention. The guiding principle at most companies today is to develop systems to economically produce goods or services that satisfy customer requirements. To carry this out effectively requires a companywide quality improvement program.Thesis (MBA)-University of Natal, Durban, 2003.
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Umashankar, Nita. "Cross-selling in customer service". Thesis, 2010. http://hdl.handle.net/2152/ETD-UT-2010-05-1012.
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Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service provision to generate revenue and transition their customer service operations from cost centers to profit centers. However, in the context of customer service, customers are contacting the firm about a product failure and not a purchase need, making cross-selling during customer service provision a challenging task. Essays 1 and 2 investigate which factors affect cross-sell outcomes in the customer service context.
Essay 1 addresses the following questions: Do characteristics of the customer, customer service agent, and cross-sell offer influence cross-sell revenues? Cross-sell revenues are defined as the sales generated per customer in the customer service context. Using data on the cross-sell transactions of 6782 customers of a computer systems firm who contacted the firm for technical support, Essay 1 demonstrates that for risk-averse customers and customers who accept cross-sell goods (versus services) as the cross-sell offer, cross-sell revenues increase. However, when risk-averse customers accept a good (versus service) as the cross-sell offer, cross-sell revenues decrease. Surprisingly, for customers who own focal products with high functionality, cross-sell revenues decrease, and this effect becomes more negative as the customer service agent’s resolution ability increases.
Essay 2 investigates cross-selling during customer service in an intercultural context and addressees the following question: What influences the likelihood of a cross-sell purchase during customer service by a customer in country X[subscript s] from a customer service agent in Country Y[subscript j]? Multinational firms offshore their customer service operations to a set of low-cost countries to reduce costs and gain access to specialized skills. Customer service agents in these countries provide technical problem resolution services to customers in a different set of countries, creating a cultural dyad between customers and customer service agents. Currently, such firms are asking their offshored customer service agents to cross-sell during customer service provision. Using data from a computer systems firm of 117,721 customer service encounters during which a cross-sell product was pitched, of which 3.6% resulted in a purchase, Essay 2 demonstrates both positive and negative effects of cultural distance on the likelihood of a customer making a cross-sell purchase during customer service. Specifically, Essay 2 shows that cultural distance (1) weakens the negative effect of agent resolution ability, (2) strengthens the positive effect of risk aversion, and (3) weakens the positive effect of failure severity on cross-sell purchase likelihood. I use the findings from both Essays 1 and 2 to generate implications for managers on how to improve cross-selling outcomes in their customer service operations.text
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李泰成. "CUSTOMER SERVICE PROBLEM:AN EXPLICIT SOLUTION". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/15241472899084354237.
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碩士國立清華大學
統計學研究所
92
This paper provides an explicit solution to the problem of regulating the stream of customers arriving at a facility so that they do not overload or under-utilize the facility. To do this, a rule by which some arriving customers are sent elsewhere must be decided upon. Although techniques based on optimal control of piecewise deterministic processes can be applied and necessary conditions of optimality such as the dynamic programming verification theorem exists, explicit solutions are difficult, if not impossible, to obtain. In this paper, we first give certain characterizations of the optimal solution and then use the backward method to obtain explicit solution for certain cases. Numerical comparisons with certain intuitive control policies are also made.
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Wu, Peir-jeng, i 吳培錚. "TSMC Customer Partnership Service Strategy". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/74k22x.
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碩士國立中山大學
國際高階經營管理碩士班
95
Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. A company would quickly lose business to competitors if under estimating the power of services. Therefore, the service management becomes more focus in foundry business. TSMC is the largest pure foundry service company with 50% of market share in foundry business. Customer partnership service is one of the core competences of TSMC. Long- term partnership is what TSMC treats customers and it’s achieved by the win-win service strategy. There is a fewer paper to study the customer service in semiconductor foundry filed. This thesis is to study customer service strategy of TSMC. Why do chip design companies select TSMC as their major foundry source.
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Botha, G. J. (Gesina Jozina). "Translating customer service expectations into supporting business processes". Diss., 2010. http://hdl.handle.net/2263/29553.
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Over the last few years, there has been tremendous growth in the diversity of products and services offered to customers across all industries. With this increased choice of products and services, the bargaining power of buyers is rising. The products and services offered by the different companies do not vary much, regardless of which companies are selling them. Customers are in the position where they can choose from an array of products and services from more than one company. This shift of power from company to customer forces companies to focus on customer retention and loyalty through improved customer experience. The dissertation introduces a framework for enhancing customer experience through improved business processes. The Enhanced Customer Experience Framework (ECEF) is developed by integrating various well known techniques into one comprehensive framework. As long as fifty years ago, researchers found it neccesary to design techniques that can assist companies in taking care of frustrated and unsatisfied customers. Many of these techniques had merit, and partly succeeded in increasing customer satisfaction. One of these techniques was developed in 1966 by Dr Yoji Akao, with the goal of integrating the voice of the customer into the technical design of products and services. Today this tool is known as Quality Function Deployment (QFD). QFD is used extensively in the ECEF to determine the relationship beween business processes and customer requirements, and to prioritise business processes from a customer perspective. Another technique or methodology is Business Process Reengineering (BPR), developed in 1990. The methodology of BPR – together with the steps associated with benchmarking –provides a useful process that may be followed when reengineering business processes to fit customer needs. The last technique that is integrated into the ECEF is simulation modelling, which can be used to test the impact of process improvements on customer experience. The ECEF consists of seven stages, with sequential activities taking place in every stage. The Framework developed in this dissertation is partially validated against empirical data obtained from the telecommunications industry. In South Africa the telecommunications industry is faced with the threat of new entrants as one of the largest competitive forces. In 2001 a third Telecommunications Company was introduced in South Africa and the market share that always belonged to only two companies was redistributed between three companies. For all three companies to be competitive, they had to invest in delivering quality service to customers. The ECEF may assist managers in enhancing the quality of their service delivery. By designing business processes to deliver products and services according to the needs of the customer, companies will be able to enjoy the strategic competitive advantage of customer loyalty.Dissertation (MEng)--University of Pretoria, 2010.
Industrial and Systems Engineering
unrestricted
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Sheng, Tsai Jui, i 蔡瑞聲. "The Relationship Among Service Quality,Customer Satisfaction And Customer Loyalty With Self-Service Gas Stations". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/66350165864268690892.
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碩士國立中正大學
企業管理研究所
101
Since 1987, the Taiwanese government permitted setting up the private gas station, and the number of the gas station has been growing rapidly. However, the growth has progressed faster than the vehicle fuel consumption, which causes the average fuel supply of the gas station to decrease gradually. In this highly competitive market, understanding the consumer behavior and the technological innovation can ensure the gas station franchisee to become a leading enterprise. In 2006 Chinese Petroleum Corporation (CPC) started to launch credit card self-service gas stations to enhance the competitiveness and solve the shortage of manpower, expecting the innovative consuming model could be accepted by the customers and become a mainstream. The research investigates the relationship among customer satisfaction, customer loyalty, and service quality by using Likert-scale questionnaires and regression analysis. The objects of the research were focused on customers from 12 self-service gas stations of CPC in jianan area. The results of this research are described as follows: 1.The responsiveness, assurance, empathy and reliability of service quality have significant positive influence on internal aspect of customer satisfaction. The assurance, empathy and reliability of service quality have significant positive influence on external aspect of customer satisfaction. The empathy of service quality is the key factor to enhance the customer satisfaction. 2.Both internal and external aspects of customer satisfaction have positive influence on customer loyalty, which Internal aspect affects customer loyalty the most. 3.The variety of personal characteristics affects customer satisfaction, customer loyalty, and service quality, especially in age, education and monthly number of refueling.
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Lee, Chih-Chien, i 李知謙. "Influence Analysis of Service Quality to Customer Loyalty in Fintech Applying to Intelligent Customer Service". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/84fdh5.
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碩士中原大學
企業管理研究所
106
The era of artificial intelligence (AI) has driven the rise of financial technology (FinTech). Many banks, such as CTBC Bank, E.SUN Bank and O-Bank, have begun to actively implement FinTech services and technologies. Bank lobby’s receptionist robot, online banking’s financial management robot, smart customer service robot, etc., are all examples of FinTech’s smart customer services. All the banks hope to provide the public with faster and more convenient services through FinTech, as well as to enhance service quality and its connotation, thereby increasing customer loyalty to the bank. Therefore, this study focused on the changes in the bank’s service quality and connotation of service quality brought about by FinTech’s smart customer service, and observed how they relate to, and impact, customer loyalty. The study observed whether it would cause different results and differences in customer loyalty if customers understood or used smart customer service in a physical bank or online banking. Through the research results, this study aimed to provide specific suggestions for the implementation of smart customer service in the financial industry. The samples were collected via physical and online questionnaire, in which the research subjects were customers who had or had not experienced smart customer service in a physical bank or online banking. A subsequent examination was then carried out through regression analysis. The results of this study show that for customers who had used smart customer service in a physical bank, if the empathy and assurance of the connotation of service quality were more positive, the impact on customer loyalty was greater, with assurance having the greatest impact on customer loyalty, followed by empathy. On the other hand, for customers who had used smart customer service in online banking, if the personnel quality and interactive quality of service quality, as well as the assurance and empathy of connotation of service quality were more positive, the impact on customer loyalty was greater. Hence, for banks to develop FinTech’s smart customer service, top priorities should be given to personal interaction and interactive service quality, and assurance and empathy of service quality connotation. That is to say, smart customer service’s personnel behavior, interactive quality, assurance, empathy and reliability are factors that customers care most about. Hopefully, the study’s results can help the financial industry better understand which factors are more important in regard to service quality and connotation of service quality, and pay more attention to them while implementing smart customer service, so as to increase customer loyalty to the banks.
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Shen, Ya-Wen, i 沈雅雯. "Exploring the "Customer-Centered" Medical Services with Service Quality Model". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/96707921031638568815.
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碩士國立臺灣大學
公共衛生碩士學位學程
103
Background: The Ministry of Health and Welfare announced the top ten causes of death in 2014, the statistics showed the first ranked were the chronic diseases and the mainly death were the malignancy tumor (28.8%), and the primary cause of cancer death were the lung cancer with male and female. The second death ranked were the heart disease (16.9%). Today’s people suffering from coronary artery disease and cancer population increases by every year, and because of the rapidly changing global economic environment, the medical demanders requirements for medical service quality are always rising, so the customer-centered philosophy has from gradually services extend to the general health care services. Objective: Use SERVQUAL questionnaire PZB service quality model development, and to explore the patients and their families with the quality of medical service expectations and actual experience of the quality medical services, although to understand the demand for medical care, cognition, reliability and satisfaction with the medical care. We can to improving the chest medicine (respiratory) and cardiology of health care quality and to reach the target of the holistic health care. Methods: This study used a questionnaire of the SERVQUAL model, the main target of chest medicine and cardiology patients and their families. The questionnaire measured time by January 6, 2015 to March 13, 2015. This study were closed the case one way to understand and filled in "research questionnaire respondents explained and consent" of the present study a questionnaire to measure the quality of service, so no invalid questionnaires, the last questionnaire actually gets 200 valid questionnaires, the response rate was 100%. Results: The results of this study showed that the degree of attention in service (E) to reach a level of perception and services (P) is concerned, Cronbach''s α are all greater than 0.90, indicating good reliability. In the overall subjects, the patients and families of the desired service services dimensions with the highest score were the assurance dimension. In the overall subjects, the patients and families of the experienced service services dimensions with the highest score were the assurance dimension and the lowest score were tangible dimension. Conclusions and Recommendations: The assurance dimension of the service quality were the imporant facor with the patients and families. That’s mean the importance of assurance dimension were professional attitude and professionalism of the medaical staff. In addition, to improve service quality and create high-quality environment for medical treatment, not only to develop standardized operating procedures and continuing educational training, but also be given timely encourage to medical staff and pay attention to the views of patients and their families.
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Yeh, Jin-Yu, i 葉金玉. "A Study on The Service Quality, Customer Satisfaction, Customer Relationship and Customer Loyalty". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/27202067875095047747.
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碩士逢甲大學
經營管理碩士在職專班
101
In recent years, due to rapid global economic changes and the uncertainty of the European debt crisis, Taiwan&;#39;s banking industry is facing considerable challenges. In order to response the global competitive environment, Taiwan&;#39;s government timely implement the relevant laws and regulations which include Financial Holdings Act, that makes the whole banking structural changes, including : oligopoly financial markets becoming an open market, a financial holding company set up, the invasion of multinational financial group, the signed of the ECFA, Chinese banks to enter the Taiwan market, financial product homogeneity and lack of new product development capability of local banks, the market into a price competition. Banks should ponder how to improve service quality, to establish a good brand image, provide goods or services to meet customer demand, to maintain long-term stable relationship of the customer and the bank, improve customer satisfaction and loyalty, and strengthen their competitive advantage. In this study, a questionnair survey is used to obtain data, the relationship among quality of banking services, customer satisfaction, loyalty and customer relationship marketing are discussed, and the banking correspondents are as the object of study. The SPSS software are used to analyze the statistical data, and the results are as follows: 1. Banking customer service quality has a significant positive affect on customer satisfaction 2. Banking customer service quality has Significant positive affect on relationship marketing. 3. Banking customer relationship marketing has a significant positive affect on customer satisfaction. 4. Banking customer service quality has a significant positive affect on customer loyalty 5. Customer satisfaction has a significant positive affect on customer loyalty. 6. Banking customer relationship marketing has a significant positive affect on customer loyalty. The results of this study hopes to provide the reference and the banking sector to strengthen the relationship marketing decisions. The study concludes that the managerial implications and specific suggestions.