Preventing customer defection and stimulating return of the lost customers

Directory of Open Access Journals (Sweden)

Senić Radoslav

2013-01-01

Full Text Available Customers represent company's most valuable asset. Company can assure its survival, further growth and development by retaining existing, attracting new and returning lost customers. Retaining existing, loyal customers is the most profitable business activity, attracting new ones is the most expensive, while returning lost and frequently forgotten customers is a type of business activity that still generates modest interest among researchers and practitioners. So far, marketing strategies have been mainly directed towards the first two categories of customers. The objective of this paper is dedicated to customer defection and returning lost customers. Paper discusses customer relationship life-cycle and the significance of managing customer return within it, types of customer defections, the process of managing return, as well as, the reasons that led to customer defection.

Standards and Customer Service: Employees Behavior towards Customers

Directory of Open Access Journals (Sweden)

Venelin Terziev

2017-09-01

Full Text Available Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.

ICE-Based Custom Full-Mesh Network for the CHIME High Bandwidth Radio Astronomy Correlator

Science.gov (United States)

Bandura, K.; Cliche, J. F.; Dobbs, M. A.; Gilbert, A. J.; Ittah, D.; Mena Parra, J.; Smecher, G.

2016-03-01

New generation radio interferometers encode signals from thousands of antenna feeds across large bandwidth. Channelizing and correlating this data requires networking capabilities that can handle unprecedented data rates with reasonable cost. The Canadian Hydrogen Intensity Mapping Experiment (CHIME) correlator processes 8-bits from N=2,048 digitizer inputs across 400MHz of bandwidth. Measured in N2× bandwidth, it is the largest radio correlator that is currently commissioning. Its digital back-end must exchange and reorganize the 6.6terabit/s produced by its 128 digitizing and channelizing nodes, and feed it to the 256 graphics processing unit (GPU) node spatial correlator in a way that each node obtains data from all digitizer inputs but across a small fraction of the bandwidth (i.e. ‘corner-turn’). In order to maximize performance and reliability of the corner-turn system while minimizing cost, a custom networking solution has been implemented. The system makes use of Field Programmable Gate Array (FPGA) transceivers to implement direct, passive copper, full-mesh, high speed serial connections between sixteen circuit boards in a crate, to exchange data between crates, and to offload the data to a cluster of 256 GPU nodes using standard 10Gbit/s Ethernet links. The GPU nodes complete the corner-turn by combining data from all crates and then computing visibilities. Eye diagrams and frame error counters confirm error-free operation of the corner-turn network in both the currently operating CHIME Pathfinder telescope (a prototype for the full CHIME telescope) and a representative fraction of the full CHIME hardware providing an end-to-end system validation. An analysis of an equivalent corner-turn system built with Ethernet switches instead of custom passive data links is provided.

Influence of Customer Focused Mission Statement on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Chijioke Nwachukwu

2017-01-01

Full Text Available The purpose of this study is to examine the influence of customer‑focused mission statements on customer satisfaction in selected cell phone manufacturing companies in the United States. The study employed content analysis for the mission statement and data from America customer satisfaction index (ACSI. In analysing our data, Pearson correlation, and multiple regression techniques were used. The result showed that product and service, technology, philosophy, self‑concept, and public image mission statement components are strongly positively correlated with customer satisfaction. Customer, survival, growth and profitability and market mission statement components are insignificantly negatively correlated with customer satisfaction. The study, therefore, recommends that companies that want to remain competitive by enhancing customer satisfaction should formulate mission statements from a customer perspective so that they include product and service, technology, philosophy, self‑concept, and public image components. The main limitation of the study represents the sample size and structure. This study empirically investigated the correlation and association of nine mission statement components with customer satisfaction.

Customer-centered brand management.

Science.gov (United States)

Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

2004-09-01

Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

Customer Relationship Malevolence: A Reflection on Accounting, Marketing and Customer Valuation

Directory of Open Access Journals (Sweden)

Kenneth Weir

2014-10-01

Full Text Available Ideas centring on knowing and understanding the customer have been core concerns of business since the 1960s. As a result, several attempts to understand the customer have been devised, leading to the generation of data collection systems and calculative technologies that try to provide numerical understanding of the customer, which now lies at the heart of contemporary customer management schemes. However, these technologies can produce several social consequences. This paper discusses valuation metrics used in customer management systems and outlines the negative issues that can result from widespread usage.

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Directory of Open Access Journals (Sweden)

Sandra-Dinora Orantes-Jiménez

2017-08-01

Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

Preliminary fabrication and characterization of electron beam melted Ti–6Al–4V customized dental implant

Directory of Open Access Journals (Sweden)

Ravikumar Ramakrishnaiah

2017-05-01

Full Text Available The current study was aimed to fabricate customized root form dental implant using additive manufacturing technique for the replacement of missing teeth. The root form dental implant was designed using Geomagic™ and Magics™, the designed implant was directly manufactured by layering technique using ARCAM A2™ electron beam melting system by employing medical grade Ti–6Al–4V alloy powder. Furthermore, the fabricated implant was characterized in terms of certain clinically important parameters such as surface microstructure, surface topography, chemical purity and internal porosity. Results confirmed that, fabrication of customized dental implants using additive rapid manufacturing technology offers an attractive method to produce extremely pure form of customized titanium dental implants, the rough and porous surface texture obtained is expected to provide better initial implant stabilization and superior osseointegration.

Customer equity of Pakistani fast food restaurant: A study of attitudinal customer equity

Directory of Open Access Journals (Sweden)

Zubair

2017-02-01

Full Text Available Customer Equity is true representative of relationship marketing. There are two major approach-es to measure Customer Equity: Transaction/sales based approach and Attitudinal Approach. This research is an effort to check customer equity of fast food restaurants of Pakistan by using attitudinal approach. Transactional customer equity is treated as criterion for attitudinal customer equity. Three drivers of Customer Equity are Value Equity, Brand equity and Relationship equity are taken as independent variables in this research. Convenient sampling technique was used and sample size was 393 respondents. The results show that attitudinal customer equity had strong association with transactional equity. Brand equity, value equity and relationship equity show positive associations with attitudinal customer equity.

EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL

Directory of Open Access Journals (Sweden)

Putri Hijir

2016-08-01

Full Text Available The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM. The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.

Full 3-D OCT-based pseudophakic custom computer eye model

Science.gov (United States)

Sun, M.; Pérez-Merino, P.; Martinez-Enriquez, E.; Velasco-Ocana, M.; Marcos, S.

2016-01-01

We compared measured wave aberrations in pseudophakic eyes implanted with aspheric intraocular lenses (IOLs) with simulated aberrations from numerical ray tracing on customized computer eye models, built using quantitative 3-D OCT-based patient-specific ocular geometry. Experimental and simulated aberrations show high correlation (R = 0.93; poptical geometrical and surgically-related factors to image quality, and are an excellent tool for characterizing and improving cataract surgery. PMID:27231608

Mass Customization: more technology, less publicity and customer satisfaction

Directory of Open Access Journals (Sweden)

Mônica Heloísa Braga Vasques

2007-11-01

Full Text Available This article refers to mass customization as an individual marketing strategy, centered on costumer's order, by means of technology, emphasizing the sensibility, the flexibility and the elasticity. Such an approach is based on the mass customization advantages and its principles of flexibility: the postponement, the resenquencing and the process standardization. Moreover, the article refers to the Hewlett-Packard, (PCs success, due to its power of integrating the designs of products, processes and supply network. We can, thus, think about the end of the advertisement. So, the old message: “Buy it now!” is not worthwhile anymore. The intelligence, nowadays, by means of technology, creates a "fatal", customized relationship with each customer. And it sells much more.

Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Directory of Open Access Journals (Sweden)

Asad Ullah

2018-04-01

Full Text Available A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV automation and connectivity on customer experience, and ultimately, customer engagement.

[Custom-made implant for complex facial reconstruction: A case of total replacement of temporo-mandibular joint, zygomatic arch and malar bone].

Science.gov (United States)

Guillier, D; Moris, V; See, L-A; Girodon, M; Wajszczak, B-L; Zwetyenga, N

2017-02-01

Total prosthetic replacement of the temporo-mandibular joint (TMJ) has become a common procedure, but it is usually limited to the TMJ itself. We report about one case of complex prosthetic joint reconstruction extending to the neighbouring bony structures. A 57-year-old patient, operated several times for a cranio-facial fibrous dysplasia, presented with a recurring TMJ ankylosis and a complexe latero-facial bone loss on the right side. We performed a reconstruction procedure including the TMJ, the zygomatic arch and the malar bone by mean of custom made composite prosthesis (chrome-cobalt-molybdenum-titanium and polyethylene). Five years postoperatively, mouth opening, nutrition, pain and oral hygiene were significantly improved. Nowadays technical possibilities allow for complex facial alloplastic reconstructions with good medium term results. Copyright © 2017 Elsevier Masson SAS. All rights reserved.

Application of computer graphics in the design of custom orthopedic implants.

Science.gov (United States)

Bechtold, J E

1986-10-01

Implementation of newly developed computer modelling techniques and computer graphics displays and software have greatly aided the orthopedic design engineer and physician in creating a custom implant with good anatomic conformity in a short turnaround time. Further advances in computerized design and manufacturing will continue to simplify the development of custom prostheses and enlarge their niche in the joint replacement market.

The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

Directory of Open Access Journals (Sweden)

Tanveer ASLAM

2015-05-01

Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

Development of Custom 465® Corrosion-Resisting Steel for Landing Gear Applications

Science.gov (United States)

Daymond, Benjamin T.; Binot, Nicolas; Schmidt, Michael L.; Preston, Steve; Collins, Richard; Shepherd, Alan

2016-04-01

Existing high-strength low-alloy steels have been in place on landing gear for many years owing to their superior strength and cost performance. However, there have been major advances in improving the strength of high-performance corrosion-resisting steels. These materials have superior environmental robustness and remove the need for harmful protective coatings such as chromates and cadmium now on the list for removal under REACH legislation. A UK government-funded collaborative project is underway targeting a refined specification Custom 465® precipitation hardened stainless steel to replace the current material on Airbus A320 family aircraft main landing gear, a main fitting component developed by Messier-Bugatti-Dowty. This is a collaborative project between Airbus, Messier-Bugatti-Dowty, and Carpenter Technology Corporation. An extensive series of coupon tests on four production Heats of the material have been conducted, to obtain a full range of mechanical, fatigue, and corrosion properties. Custom 465® is an excellent replacement to the current material, with comparable tensile strength and fracture toughness, better ductility, and very good general corrosion and stress corrosion cracking resistance. Fatigue performance is the only significant area of deficit with respect to incumbent materials, fatigue initiation being often related to carbo-titanium-nitride particles and cleavage zones.

EVALUATING A CUSTOMER-CENTRIC APPROACH

Directory of Open Access Journals (Sweden)

Luigi-Nicolae DUMITRESCU

2007-01-01

Full Text Available Customer focus is, at best, only one element of the relationship between a company and its customers. At worst it is a board-room buzzworld, witch makes every board member feel a little more secure. Not unlike the phrase “working towards equal opportunities”, it is showing an awareness of a need but is not addressing the issues. Customer focus must lead to something meaningful, will probably require sacrifices and is just one of the steps necessary to become truly customer-centric. A customer focus puts your customers high on your list of priorities. When you put your customers into the heart of your business, make customers part of the culture, then you to become customer-centric.

The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

Directory of Open Access Journals (Sweden)

Adi Zakaria Afiff

2009-06-01

Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

Directory of Open Access Journals (Sweden)

Fikret GÜMÜŞBUĞA

2015-07-01

Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

Directory of Open Access Journals (Sweden)

Mircea Andrei SCRIDON

2008-01-01

Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

E-CUSTOMS PROGRAMME - NEW QUALITY OF SERVICES PROVIDED BY CUSTOMS ADMINISTRATIONS TO EUROPEAN BUSINESS

Directory of Open Access Journals (Sweden)

Małgorzata Czermińska

2016-09-01

Full Text Available E-Customs initiative includes a number of IT projects, organizational and legal measures. They are designed to creation of a simple and paperless environment for trade and customs, to short the duration of customs clearance and to ensure an appropriate level of security of commercial transactions. Modern customs administration must operate on the basis of advanced infrastructure in the field of information and communication technologies. Only then will it be able to provide cheaper and more efficient customs services. Therefore, the greatest challenge and the main goal of the e-Customs programme is to harmonize customs procedures and systems in the 28 Member States. The article describes the assumptions and objectives of the e-Customs, presents its genesis and evolution. Particular attention was paid to the activities that are aimed at improving the quality of customs services provided to European companies.

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

Directory of Open Access Journals (Sweden)

Tereza Vebrová

2016-01-01

Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

Assesment of customer relationship development

Directory of Open Access Journals (Sweden)

Dagmar Lesáková

2011-01-01

Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

Customer relationships marketing

Directory of Open Access Journals (Sweden)

Đorđević Bojan

2005-01-01

Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

Directory of Open Access Journals (Sweden)

Nayab Bashir

2017-08-01

Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

Directory of Open Access Journals (Sweden)

CABA STEFAN

2009-05-01

Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

Customized Geological Map Patterns for the Macintosh Computer.

Science.gov (United States)

Boyer, Paul Slayton

1986-01-01

Describes how the graphics capabilities of the Apple Macintosh computer can be used in geological teaching by customizing fill patterns with lithologic symbols. Presents two methods for doing this: creating a dummy document, or by changing the pattern resource resident in the operating system. Special symbols can also replace fonts. (TW)

The customs issues of the European Union and Serbia: The customs base

Directory of Open Access Journals (Sweden)

Vranješ Mile

2012-01-01

Full Text Available Regulation (EC No 450/2008 of the European Parliament and of the Council of 23 April 2008 laying down the Community Customs Code (Modernized Customs Code, Council Regulation (EEC No 2913/92 of 12 October 1992 establishing the Community Customs Code, The Customs Law of Serbia of 26 March 2010 in a very detailed and extensive way regulate customs base. These legal documents envisage the methods of determination of customs value: the primary ones, which are based on the transaction value, but also the secondary ones, which are based on other methods for determination of customs value of goods. The customs services of the EU Member States have on their disposal six methods for determination of customs value of goods. Those methods in the mentioned acts of the EU and Serbia are transposed from the Article VII of the General Agreement on Tariffs and Trade 1994 and Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994. The fact that mentioned acts of the EU and Serbia request that the customs value of goods must be clearly and precisely determined, that means to be determined in the same way, is understandable because the customs base is one of the most significant elements of customs. There are many reasons for that: in a certain way, the customs base is in relation with all other elements of customs structure; from the procedure in which the customs base is determined, that means from its universality depends the amount of income which will the EU and Serbia, on that ground, collect to finance public expenditure predicted in the budget; and most of the customs on the imported goods in the EU is determined ad valorem.

A customized bolus produced using a 3-dimensional printer for radiotherapy.

Directory of Open Access Journals (Sweden)

Shin-Wook Kim

Full Text Available OBJECTIVE: Boluses are used in high-energy radiotherapy in order to overcome the skin sparing effect. In practice though, commonly used flat boluses fail to make a perfect contact with the irregular surface of the patient's skin, resulting in air gaps. Hence, we fabricated a customized bolus using a 3-dimensional (3D printer and evaluated its feasibility for radiotherapy. METHODS: We designed two kinds of bolus for production on a 3D printer, one of which was the 3D printed flat bolus for the Blue water phantom and the other was a 3D printed customized bolus for the RANDO phantom. The 3D printed flat bolus was fabricated to verify its physical quality. The resulting 3D printed flat bolus was evaluated by assessing dosimetric parameters such as D1.5 cm, D5 cm, and D10 cm. The 3D printed customized bolus was then fabricated, and its quality and clinical feasibility were evaluated by visual inspection and by assessing dosimetric parameters such as Dmax, Dmin, Dmean, D90%, and V90%. RESULTS: The dosimetric parameters of the resulting 3D printed flat bolus showed that it was a useful dose escalating material, equivalent to a commercially available flat bolus. Analysis of the dosimetric parameters of the 3D printed customized bolus demonstrated that it is provided good dose escalation and good contact with the irregular surface of the RANDO phantom. CONCLUSIONS: A customized bolus produced using a 3D printer could potentially replace commercially available flat boluses.

CUSTOMER LOYALTY THEORETICAL ASPECTS

Directory of Open Access Journals (Sweden)

Margarita IŠORAITĖ

2016-08-01

Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

OpenAIRE

Helgesen, Øyvind

2000-01-01

Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

The effect of customer relationship management on customer loyalty: Evidence from banking industry

Directory of Open Access Journals (Sweden)

Hadi Hajiyan

2015-11-01

Full Text Available Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services.

Customer-to-customer interaction in tourism experience: Moderating role of nationality

Directory of Open Access Journals (Sweden)

Samar Zgolli

2017-06-01

Full Text Available In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI, and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty. Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information.

How Customers Choose Hotels

Directory of Open Access Journals (Sweden)

Hera Oktadiana

2011-05-01

Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

Design and health care: a study of virtual design and direct metal lasersintering of titanium alloy for the production of customized facial implants

Directory of Open Access Journals (Sweden)

Wilson Kindlein Junior

2009-11-01

Full Text Available The increase in life expectancy and a great number ofaccidents lead to higher demand for medical products,including corrective implants. Patients with tumors or traumas need to replace injured areas in order to restore their aesthetic and structural function. Currently, the available craniofacial implants present a standard geometry and seldom generate satisfactory results. Customized implants, on theother hand, are designed to conform exactly to individual patient’s anatomy. This way, the use of customized implantscan show beneficial effects to the patient and the surgicalteam. In this study, the design and manufacturing of customized implant prior to surgery were described. Implant shape and functional requirements were established by digitaldata based on CT-scans and mirroring operations. The designprocess of customized mandible prosthesis is illustrated as well as its manufacturing process (direct metal laser sinteringand quality control. Laser sintering process and its constraints for the production of customized implants in titanium alloy(Ti-6Al-4V with complex geometry and internal structures are reported.

A Determination Method of Optimal Customization Degree of Logistics Service Supply Chain with Mass Customization Service

Directory of Open Access Journals (Sweden)

Weihua Liu

2014-01-01

Full Text Available Customization degree is a very important field of mass customization. Its improvement could enhance customer satisfaction and further increase customer demand while correspondingly it will increase service price and decrease customer satisfaction and demand. Therefore this paper discusses how to deal with such issues in logistics service supply chain (LSSC with a logistics service integrator (LSI and a customer. With the establishment of customer demand function for logistics services and profit functions of the LSI and the customer, three different decision modes are proposed (i.e., customization degree dominated by LSI, customization degree dominated by customer, and customization degree decided by concentrated supply chain; many interesting findings are achieved. Firstly, to achieve customization cooperation between LSI and customer, measures should be taken to make the unit increase cost of the customized logistics services lower than a certain value. Secondly, there are differences between the optimal customization degree dominated by LSI and that dominated by customer. And in both cases, the dominator could realize more profit than the follower. Thirdly, with the profit secondary distribution strategy, the modified decentralized decision mode could accomplish the maximum profit achieved in centralized decision mode and meanwhile get the optimal customization degree.

Take Five for Customer Service

Directory of Open Access Journals (Sweden)

Laura J. Ax-Fultz

2016-05-01

Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

48 CFR 225.7304 - FMS customer involvement.

Science.gov (United States)

2010-10-01

... 48 Federal Acquisition Regulations System 3 2010-10-01 2010-10-01 false FMS customer involvement... Military Sales 225.7304 FMS customer involvement. (a) FMS customers may request that a defense article or... contract without full and open competition. The FMS customer may also request that a subcontract be placed...

SY 2008-09 Customer Satisfaction Survey Results (Full Report). DoDEA Results

Science.gov (United States)

Department of Defense Education Activity, 2009

2009-01-01

The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten--12th grade and to students in grades 4-12. For the…

SY 2010-11 Customer Satisfaction Survey Results (Full Report). DoDEA Results

Science.gov (United States)

Department of Defense Education Activity, 2011

2011-01-01

The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…

Bank Customers Management System

Directory of Open Access Journals (Sweden)

Ebubeogu Amarachukwu Felix

2015-08-01

Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

Directory of Open Access Journals (Sweden)

Mandy Loh

2015-10-01

Full Text Available The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and adds new element into it. This study has chosen to examine the framework in the retail industry, specifically hypermarket in Malaysia, where the adoption of CRM tools is increasing incrementally. The study target on the Generation Y who believed will be the future driver of retail industry. The findings show that perceived sacrifice appears to be a critical customer perceived value in influencing the customer behavior-based CRM performance and customer satisfaction. This study show that brand loyalty would directly influence the customer behavior-based CRM performance. Perceived sacrifice and brand loyalty should be focused when trying to improve the performance of CRM.

Customer complaints as a source of customer-focused process improvement: A constructive case study

Directory of Open Access Journals (Sweden)

Uusitalo, K.,

2008-01-01

Full Text Available Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not enough to make the complaining customer satisfied, but the complaint information should also feed back to the actual processes where the fault causing the complaint arose and where it can be removed. The empirical component of the study includes the development of a novel construction to utilize customer complaints for process improvements, which was implemented in a large Finnish enterprise operating in the wholesale logistics environment. The results show benefits at both operational and strategic levels.

THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

Directory of Open Access Journals (Sweden)

Tanisah Tanisah

2015-03-01

Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

Directory of Open Access Journals (Sweden)

Indrianawati Usman

2017-12-01

Full Text Available This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

Customer Loyalty and Customer Relationship Management

Science.gov (United States)

Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

Full Scale 3D Preoperative Planning System of the Ankle Joint Replacement Surgery with Multimedia System

Directory of Open Access Journals (Sweden)

Shuh-Ping Sun

2014-05-01

Full Text Available This study is intended to develop a computer-aided pre-surgical planning and simulating system in a multimedia environment for ankle joint replacement surgery. This system uses full-scale 3D reverse engineering techniques in design and development of the pre-surgical planning modules for ankle joint replacement surgery. This planning system not only develops the real-scale 3D image of the artificial ankle joint but also provides a detailed interior measurement of the ankle joint from various cutting planes. In this study, we apply the multimedia user interface to integrate different software functions into a surgical planning system with integrated functions. The functions include 3D model image acquisition, cutting, horizontal shifting and rotation of related bones (tibia and talus of the ankle joint in the predetermined time. For related bones of the ankle joint, it can also be used to design artificial ankle joints for adults in Taiwan. Those planning procedures can be recorded in this system for further research and investigation. Furthermore, since this system is a multimedia user interface, surgeons can use this system to plan and find a better and more efficient surgical approach before surgery. A database is available for this system to update and expand, which can provide different users with clinical cases as per their experience and learning.

Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

Directory of Open Access Journals (Sweden)

Olumoko,Tajudeen .A.

2010-12-01

Full Text Available This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing in customer services to achieve customer loyalty. Structured, close ended questions were used to collect primary data from the respondents. A six point likert scale ranging from “very high extent” to “no extent at all” was used to measure the level of the application of relationship marketing through customer services that aid customer loyalty. 2,400 respondents were selected based on convenience sampling method and stratified into the categories of Manufacturing, Service and Others, operating in Nigeria. Data were analyzed using descriptive statistics and chi-square analysis. The research instrument shared high reliability and validity. The major findings of the study were as follows: In Nigeria, there is significant relationship between relationship marketing practice in customer service operation and customer loyalty, relationship marketing can be used to increase sales through customer loyalty via effective customer services and that relationship marketing has positive effect on customer satisfaction and organizational profitability.

Feasibility study of sucrose and fat replacement using inulin and rebaudioside A in cake formulations.

Science.gov (United States)

Majzoobi, Mahsa; Mohammadi, Mahshid; Mesbahi, Gholamreza; Farahnaky, Asgar

2018-02-20

Cake is a popular food around the world, however, it is considered as unhealthy due to its high fat and sucrose content. To satisfy customers' demand for a low fat and sucrose cake, in this research both sucrose and fat content of the cake were reduced by using rebaudioside A (Reb A; as a natural sucrose replacer) and inulin (as a natural fat replacer) at 0%, 25%, 50%, 75%, and 100%. The water content of different formulation was adjusted to obtain a constant batter viscosity similar to the control (3,757 cP). By reducing sucrose and fat content up to 50%, water activity increased and the cakes became more asymmetrical. However, other physical properties including baking weight loss, height, volume, crust color, and texture were similar to those of the control. Higher levels of replacement (75% and 100%) resulted in remarkable loss of different quality attributes. These samples showed higher water activity and baking loss, lower volume, harder texture, darker color, and highly asymmetrical shape. Thus, successful reduction of both fat and sucrose in cakes is possible by using inulin and Reb A at replacement levels no more than 50%. Customers' demand for healthy and yet tasty and high-quality foods is increasing around the world. Therefore, finding applicable and safe methods to produce such products is of great interest in the food manufacturing to satisfy customers. Health conscious customers avoid consumption of cakes because it contains high sucrose and fat content. Many studies have been performed to reduce either fat or sucrose content, while a few studies are available to show the reduction of both fat and sucrose in the same product. This study indicates the results of an applicable method to reduce fat and sucrose content of cakes simultaneously. Using rebaudioside A (as a natural sucrose replacer) and inulin (as a natural fat replacer) up to 50% of sucrose and fat content of cakes were reduced and the resulting cake had very similar physical properties to

Customer Value Customer Relationship And Its Effect On Reputation Of Courses In Jakarta

Directory of Open Access Journals (Sweden)

Miguna Astuti

2015-08-01

Full Text Available The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as courses in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors on it. The issued and endorsed General Agreement of Trade in Services GATS in 1995 followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include 1 identifying customers perception on customer value of courses in Jakarta 2 identifying customers perception on customer relationship of courses in Jakarta 3 identifying customers perception on reputation of courses in Jakarta and 4 analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies observations and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents in this case were students of courses in Jakarta. The findings are 1 Customer value perceived as average by customer 2 Customer relationship perceived as average by customer while 3 Reputation perceived as above than average by customer 4 The path analysis showed that customer value and customer relationship together have

A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

Directory of Open Access Journals (Sweden)

Raphael Damm

2011-11-01

Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

Customer trust as mediator in the creation of customer relationship intention

Directory of Open Access Journals (Sweden)

Dimyati Mohamad

2018-03-01

Full Text Available As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank customers.

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang

Directory of Open Access Journals (Sweden)

Alimuddin Rizal Rivai

2016-12-01

Full Text Available                     This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

Customs control of goods

Directory of Open Access Journals (Sweden)

Mentor Gashi

2015-11-01

Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

Directory of Open Access Journals (Sweden)

Ryan Kurniawan

2015-08-01

Full Text Available Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Indomaret Minimarket. This research using questionnaire as an instrument in collecting the data. The analysis type of this research is descriptive analysis and causal. The sample used as many as a 165 respondents with purposive sampling techniques. This research uses 33 indicators that will be counted with analysis technique SEM Structural Equation Modelling. The result of this research is that the complaint handling conducted by Indomaret Minimarket has been good but the aspect of speed in complaint handling is considered as not good. Besides the brand image and loyalty have been good enough. The customer loyalty is influenced by the complaint handling and the brand image by 32.7. The complaint handling has a significant influence against the customer satisfaction but the complaint handling does not influence against the customer loyalty. The brand image significantly influences against the customer loyalty. Then complaint handling influential not directly to customers trough loyalty of customer satisfaction. In addition the necessary integrated system standardization compensation and to rejuvenate issue at regular intervals to improve complaint handling that can give the effect to customer loyalty through brand image.

Optimal composition of fluid-replacement beverages.

Science.gov (United States)

Baker, Lindsay B; Jeukendrup, Asker E

2014-04-01

The objective of this article is to provide a review of the fundamental aspects of body fluid balance and the physiological consequences of water imbalances, as well as discuss considerations for the optimal composition of a fluid replacement beverage across a broad range of applications. Early pioneering research involving fluid replacement in persons suffering from diarrheal disease and in military, occupational, and athlete populations incurring exercise- and/or heat-induced sweat losses has provided much of the insight regarding basic principles on beverage palatability, voluntary fluid intake, fluid absorption, and fluid retention. We review this work and also discuss more recent advances in the understanding of fluid replacement as it applies to various populations (military, athletes, occupational, men, women, children, and older adults) and situations (pathophysiological factors, spaceflight, bed rest, long plane flights, heat stress, altitude/cold exposure, and recreational exercise). We discuss how beverage carbohydrate and electrolytes impact fluid replacement. We also discuss nutrients and compounds that are often included in fluid-replacement beverages to augment physiological functions unrelated to hydration, such as the provision of energy. The optimal composition of a fluid-replacement beverage depends upon the source of the fluid loss, whether from sweat, urine, respiration, or diarrhea/vomiting. It is also apparent that the optimal fluid-replacement beverage is one that is customized according to specific physiological needs, environmental conditions, desired benefits, and individual characteristics and taste preferences.

Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products

Directory of Open Access Journals (Sweden)

Lalinthorn Marakanon

2017-01-01

Full Text Available At present, industrial business competition causes producers to be aware of quality, price, and variety in developing new products to meet the consumers' needs. This research reviewed the literature on green marketing and proposes a new conceptual framework of customer loyalty. It uses four constructs—perceived quality, perceived risk, customer trust, and customer loyalty—in the context of environmentally friendly electronics products in Thailand. This research employed an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally friendly electronic products, particularly mobile phones, computers, and laptops using a purposive sampling method. The data were analyzed using confirmatory factor analysis (CFA and structural equation modeling (SEM. The results showed that perceived risk and customer trust had a direct effect on customer loyalty while perceived quality had an indirect effect on customer loyalty via customer trust. Furthermore, perceived quality had direct effects on perceived risk and customer trust. The results from the final SEM model were used to confirm the proposed relationships among the variables.

CUSTOMS POLICY, CUSTOMS BUSINESS, CUSTOMS REGULATION: TO PROBLEM OF CONCEPTION CORRELATIONS

OpenAIRE

A. D. Molokovich; K. N. Shabeka

2010-01-01

Theoretical and methodological comprehension of customs regulation place and role in provision of trade and transport activity under conditions of world integration processes is considered in the paper.The essence of such economic categories as «customs policy», «customs regulation», «customs and tariff regulation», «customs business» is ascertained with the help of justified argumentation, clear conception approaches.

THE IMPACTS OF PHILANTHROPY RESPONSIBILITY AND ETHICAL RESPONSIBILITY TOWARD CUSTOMER PURCHASE BEHAVIOR AND CUSTOMER LOYALTY

Directory of Open Access Journals (Sweden)

Kurniawati Chrisjatmiko

2018-02-01

Full Text Available The purpose of this research is to analyze the impact of philanthropy responsibility and ethical responsibility towards customer purchase behavior and customer loyalty on fast food restaurants. The research was conducted by using quantitative research design and hypothetical testing to explore philanthropic responsibility, ethical responsibility, customer purchase behavior, and customer loyalty variables. Samples were taken from 186 respondents of employee population in Jakarta. Structural equation modeling was used in order to test the proposed hypotheses. Research result showed the positive and significant impact of philanthropic responsibility towards customer purchase behavior. On contrary, there was no positive ethical responsibility impact found towards customer purchase behavior. These findings are supported by the fact that the majority of consumers purchased fast food base on impulsive buying and not driven by the fast food restaurants ethically responsible behavior. However, the research does show a positive and significant impact of customer purchase behavior on customer loyalty. Further research recommendation should be taken from more respondents in a broader population area. Companies are suggested to approach a strategic and relevant caused-related marketing and caused promotions in relation to philanthropy responsibility to increase customer purchase behavior.

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Directory of Open Access Journals (Sweden)

Ngo Vu Minh

2016-06-01

Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

Customer Clustering Based on Customer Purchasing Sequence Data

OpenAIRE

Yen-Chung Liu; Yen-Liang Chen

2017-01-01

Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer...

Customer satisfaction measurement

Directory of Open Access Journals (Sweden)

Maričić Branko R.

2012-01-01

Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

Membangun Customer Relationship Management dalam Bisnis

Directory of Open Access Journals (Sweden)

Suparto Darudiato

2011-12-01

Full Text Available Customer relationship management dapat dijadikan alat oleh perusahaan dalam mengembangkan bisnisnya agar mendapat perhatian dari customer dan pasar. Paper ini disusun berdasarkan penelitian yang menggambarkan hubungan bisnis dan pengaruh pelanggan terhadap perusahaan, serta bagaimana sebuah customer relationship management dapat membantu perusahaan dalam meraih pangsa pasar. Data dan informasi dalam studi ini didapatkan dari studi pustaka yang mengacu pada buku referensi dan jurnal yang berhubungan dengan topik yang ada. Paper ini memberi pengetahuan tentang pencapaian tujuan perusahaan yang didukung penerapan customer relationship management.

Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

OpenAIRE

Turunen, Susanna

2011-01-01

ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

CUSTOMER COST - SECOND IMPORTANT FACTOR FOR IMAGE GAP ANALYSIS OF LIFE INSURANCE SERVICES - BASED ON THE DATA COLLECTION FROM GUWAHATI

OpenAIRE

Pankaj Bihani; Prof. Amalesh Bhowal

2017-01-01

The concept of Customer Cost was developed by Lauterborn (1990) while developing the customer oriented Marketing Mix- the 4C concept. 4C model replaces the earlier 4Ps of Marketing Mix, here the focus is on customer and the current chapter is all about the second C of this model i.e. Customer Cost or Price in earlier 4P model. The Customer Cost concept is based on the fact that customers are more concerned with the total cost of acquiring a solution of their problem (Product or Service) rathe...

Custom LSI plus hybrid equals cost effectiveness

Science.gov (United States)

Friedman, S. N.

The possibility to combine various technologies, such as Bi-Polar linear and CMOS/Digital makes it feasible to create systems with a tailored performance not available on a single monolithic circuit. The custom LSI 'BLOCK', especially if it is universal in nature, is proving to be a cost effective way for the developer to improve his product. The custom LSI represents a low price part in contrast to the discrete components it will replace. In addition, the hybrid assembly can realize a savings in labor as a result of the reduced parts handling and associated wire bonds. The possibility of the use of automated system manufacturing techniques leads to greater reliability as the human factor is partly eliminated. Attention is given to reliability predictions, cost considerations, and a product comparison study.

The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

Directory of Open Access Journals (Sweden)

Agung W. A. Novalia

2018-01-01

Full Text Available Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Umbas KRISNANTO

2017-06-01

Full Text Available The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dimensions, and variables proved to be in a good category. Research findings and implications of the regression analysis show that internet banking quality and customer value had a greater direct impact on customer satisfaction, rather the partial relationships of these variables to satisfaction. In the partial relationships, customer value has a higher influence on customer satisfaction, than internet banking quality. As a research recommendation, banks should provide a more humanistic internet banking service for better consumer satisfaction. A major research limitation of the study is that it does not measure service quality of internet banking, and only focuses on customers of internet banking use of one single bank. The originality of this research relies on the insights of internet banking quality leading to customer satisfaction and increasing the value of a bank to its main target markets.

IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

Directory of Open Access Journals (Sweden)

Dinda Frismandiri

2008-02-01

Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

Changes in Approach to Customer Loyalty

Directory of Open Access Journals (Sweden)

Katarzyna Szczepańska

2011-03-01

Full Text Available The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.

Marketing research of organic agricultural products' customers

Directory of Open Access Journals (Sweden)

Salai Suzana

2002-01-01

Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

Directory of Open Access Journals (Sweden)

Chandra Warsito

2015-10-01

Full Text Available The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM test results find no significant effect of service quality on customer satisfaction; quality of service loyalty; customer satisfaction on customer loyalty; quality of service to the image of the company; customer satisfaction with the company’s image; and the image of the company loyalty; Image of financial institutions PT. BPRS BAS can be used as a variable relationship mediation variable service quality and customer satisfaction on customer loyalty.DOI: 10.15408/aiq.v7i2.1699

ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

Directory of Open Access Journals (Sweden)

Ispas Roxana

2012-12-01

Full Text Available In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model.

Learning from and with Customers with Social Media: A Model for Social Customer Learning

Directory of Open Access Journals (Sweden)

Hannu Kärkkäinen

2012-01-01

Full Text Available Social media can enable and significantly increase the collaboration andlearning from customers in various ways, for instance by novel social waysof providing and receiving feedback from new products and concepts. Wehave created a model that can support managers and researchers to betteranalyse and understand the possibilities of social media approaches especiallyfrom the business-to-business (B2B customer interface standpoint. Weused the model to analyse found various types of business-to-business relatedsocial media approaches to create new understanding of the scarcelyresearched field of social media in the customer learning and the customerinterface of B2B innovation.

Level of customer orientation and customer protection in hotels in Serbia

Directory of Open Access Journals (Sweden)

Ćirić Maja

2014-01-01

Full Text Available Hotels present an engine of tourism development. Their standard and orientation towards specific target groups of customers determine the strength of tourism offer. In addition, they contribute to the agricultural development, too, because they are the great buyers of agricultural products. According to official data, the existing potentials of Serbian tourism have been insufficiently valorised and Serbian hotels are in pretty poor condition- compared to international standards. Taking these facts into consideration, we can raise a question whether the key problems of Serbian hotels lie exclusively in inadequate accommodation capacities, or perhaps that there is a lack of customer- oriented business philosophy. Also the question is to what extent the legal regulations contribute to the protection of customer rights and their satisfaction. Therefore, the purpose of this paper is to ascertain the level of customer orientation in Serbian hotels, so as to find out whether members of hotel staff are acquainted with the notion of customer orientation and determine the degree to which this approach has been applied in practice. Conclusions and recommendations for improvement of competitiveness of hotels in Serbia are derived on the basis of research conducted by interviewing the employees of a sample of hotels in Serbia.

Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

Directory of Open Access Journals (Sweden)

Hansel Jonathan

2013-09-01

Full Text Available The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census, questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

Directory of Open Access Journals (Sweden)

Ambarwati Ambarwati

2015-09-01

Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

A comparative Kano analysis on customer satisfaction based on customer and employment perspectives

Directory of Open Access Journals (Sweden)

Sakineh Noorinasab

2012-08-01

Full Text Available These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees' perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers.

Technical means overview of the oversize cargoes customs control

Directory of Open Access Journals (Sweden)

Dukhnitskiy P.S.

2016-11-01

Full Text Available this article focuses on the technical means used by the customs authorities when they control oversize cargoes. Customs inspection efficiency improvement as one of the main forms of customs control during the implementation of sampling is possible by the use of technical means of customs control.

Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

OpenAIRE

Ham, Meyske

2016-01-01

This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

Directory of Open Access Journals (Sweden)

Sri Setyo Iriani

2017-03-01

Full Text Available Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.

Shouldn’t customers control customized product development

NARCIS (Netherlands)

Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.

2013-01-01

Nowadays, customized product development (CPD) is increasingly prevalent in business-to-business settings, which has motivated manufacturers into development approaches wherein the customer plays an active role. When the customer is merely viewed as a passive receiver of the customized product, the

Understanding Customer Experience Throughout the Customer Journey

NARCIS (Netherlands)

Lemon, Katherine N.; Verhoef, Peter C.

2016-01-01

Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business

Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty

Directory of Open Access Journals (Sweden)

Feras M.I. Alnaser

2018-04-01

Full Text Available In service oriented industry, it is very difficult to set a standard rule to satisfy customers. As customer awareness increases on the service offered by banks, expectation from services quality increases too. Quality of a service in banking industry plays an essential role in measuring the performance of banks. Thus, the present study examines the PAKSERV model to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey method was adopted where data was collected from 482 respondents through structured questionnaire. Structural equation model (SEM was applied to check the hypothesis relationship between proposed constructs. Statistical finding revealed that PAKSERV model had significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Results also revealed that in cultural context PAKSERV model was the most appropriate scale and had predictive power of service quality in banking industry of Palestine. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic banks of Palestine.

Customer-to-customer roles and impacts in service encounters

OpenAIRE

Lee, Linda

2016-01-01

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 custome...

Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

OpenAIRE

Sumarto, Sumarto

2007-01-01

In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

RISK MANAGEMENT IN CUSTOMS CONTROL

Directory of Open Access Journals (Sweden)

Elena Valerievna Drobot

2017-06-01

Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.

2009-01-01

We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.

2007-01-01

We study the effects of customer-specific marketing expenses on customer retention and cus-tomer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a type of expenses targeted at individual customer relationships: the

ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

Directory of Open Access Journals (Sweden)

Tuleu Daniela

2015-07-01

Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

Measuring Gen-Y Customer Experience in the Banking Sector

Directory of Open Access Journals (Sweden)

Kyguolienė Asta

2017-12-01

Full Text Available The article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.

When to "Fire" Customers: Customer Cost-Based Pricing

OpenAIRE

Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

2012-01-01

The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

Silo busting: how to execute on the promise of customer focus.

Science.gov (United States)

Gulati, Ranjay

2007-05-01

For many senior executives, shifting from selling products to selling solutions--packages of products and services--is a priority in today's increasingly commoditized markets. Companies, however, aren't always structured to make that shift. Knowledge and expertise often reside in silos, and many companies have trouble harnessing their resources across those boundaries in a way that customers value and are willing to pay for. Some companies--like GE Healthcare, Best Buy, and commercial real estate provider Jones Lang LaSalle (JLL)--have restructured themselves around customer needs to deliver true solutions. They did so by engaging in four sets of activities: COORDINATION: To deliver customer-focused solutions, three things must occur easily across boundaries: information sharing, division of labor, and decision making. Sometimes this involves replacing traditional silos with customer-focused ones, but more often it entails transcending existing boundaries. JLL has experimented with both approaches. COOPERATION: Customer-centric companies, such as Cisco Systems, develop metrics for customer satisfaction and incentives that reward customer-focused cooperation. Most also shake up the power structure so that people who are closest to customers have the authority to act on their behalf. CAPABILITY: Delivering customer-focused solutions requires some employees to be generalists instead of specialists. They need experience with more than one product or service, a deep knowledge of customer needs, and the ability to traverse internal boundaries. CONNECTION: By combining their offerings with those of a partner, companies can cut costs even as they create higher-value solutions, as Starbucks has found through its diverse partnerships. To stand out in a commoditized market, companies must understand what customers value. Ultimately, some customers may be better off purchasing products and services piecemeal.

Assessment criteria of Polish customs services effectiveness in customs clearance of foreign trade goods

Directory of Open Access Journals (Sweden)

Katarzyna Szmyd

2013-09-01

Full Text Available In recent years Polish customs administration has undergone substantial changes not only in its structure but also in terms of tasks execution. Upon Poland’s accession to the European Union the western border was transformed into the internal border whereas the eastern border into the external border of the European Union, which led to a range of changes in the Customs Service. Those transformations made it necessary to lift customs control at border crossings from the western side. While becoming external border of the European Union Poland was obliged to adjust customs procedures to the Union standards. The abovementioned changes necessitated the need for organizational and structural transformation within the Customs Service. While performing statutory tasks the Customs Service provides safety and security for its citizens, makes it easier for reliable entrepreneurs to run their business activity as well as cares for the country’s finances. The effectiveness of the Customs Services depends to a large extent on functional infrastructure, state-of-the-art control devices, reliable communication system and innovative information solutions. It should improve the quality of the services provided, which would facilitate commodity circulation and make it possible to provide the merchandise straight to the entrepreneur, who deals with customs formalities on his or her own. Implementing new solutions – improvements by the Customs Service will provide substantial acceptance of its activities by citizens as well as entrepreneurs through providing more valuable services for the community, creating new possibilities in terms of business servic-ing by tapping into the already existing resources (effectiveness – better resource orientation, economy – better resource employment.

No Refund or Full Refund: When Should a Fashion Brand Offer Full Refund Consumer Return Service for Mass Customization Products?

OpenAIRE

Choi, Tsan-Ming; Liu, Na; Ren, Shuyun; Hui, Chi-Leung

2013-01-01

We analytically explore in this paper the consumer return policy under fashion mass customization (MC) program. To be specific, we model the stochastic fashion MC program with the consideration of consumer demand uncertainty. If a consumer return policy is implemented, we further consider return uncertainty. By modeling the optimization objective of the risk averse MC fashion brand via a mean-variance approach, we derive the closed-form optimal solution under each case. We then conduct both a...

The Influence of Facility and Service Quality towards Customer Satisfaction and its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

Directory of Open Access Journals (Sweden)

Rianto Nurtjahjo

2017-05-01

Full Text Available Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection was done by distributing questionnaires directly to 360 customers in Borobudur Hotel in Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

Customer Integration in Service Innovation: An Exploratory Study

Directory of Open Access Journals (Sweden)

Tim Straub

2013-09-01

Full Text Available Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies’ innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company.

Marketing of financial services and customer loyalty in the Nigerian ...

African Journals Online (AJOL)

Marketing of financial services and customer loyalty in the Nigerian banking sector. ... that banks must invest more in financial service marketing strategies that would help to keep their customers. ... EMAIL FULL TEXT EMAIL FULL TEXT

Risk mapping in the customs field

Directory of Open Access Journals (Sweden)

Emilia Iordache

2008-12-01

Full Text Available One of customs main tasks is to assess risks in the flow of goods. Risks are those factors that could influence Customs objectives. In pursuing those objectives it is important to have good knowledge of the risks that we face and the impact they might have on the objectives. The Customs administrations in the Member Stateshave opted to base the control on economic operators on the basis of risk management.The purpose of using risk management is to aim Customs’ control activities on risks rather then on random selected aspects or declarations.

DATA MINING IN CUSTOMER RELATIONSHIP MANAGEMENT

Directory of Open Access Journals (Sweden)

Vasile-Bogdan Arcanu

2011-06-01

Full Text Available In the context of millennium development business, speed and adaptability to change are the key words. So to meet increasingly strong competition, information, transmitted in real time, enable companies to anticipate their customers needs and developments in the global market. Organizations now find that Peter Drucker was a visionary in the center saying that any company is customer strategy. The new economy requires strong and lasting relationships with customers, how to manage them with new information technologies is a major element of increased competitiveness of firms.

PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

Directory of Open Access Journals (Sweden)

Sugiarto Montana

2010-10-01

Full Text Available PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

Directory of Open Access Journals (Sweden)

Alem Čolaković

2017-03-01

Full Text Available Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters, the client (the perception, expectations, beliefs, etc., employees (implementation of activities, technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty.

Customer experience in marketing: History, concept and management

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In a context like this customer experience management is becoming a priority for a large number of companies. The aim of this paper is to clarify the concept of customer experience, bring it closer to the academic and practitioner community, and create interest for this relatively novel concept. Paper provides historical review of the literature in the domain of consumer experience, detailed analysis of customer experience concept, and present models of customer experience management.

Inventory Management and Its Effects on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Mehfooz Ali

2012-07-01

Full Text Available This study examines how inventory management puts positive impact on customer satisfaction and how easily we can check the performance. It also helps retailers to put their inventories in proper order which tells them about demand and supply of their inventories. Proper inventory management system reduces the risk of short of inventories which reduce the cost of lost customers. The objective of the study is to minimize the risk of dissatisfaction of customers and found how to sustain customer satisfaction with the help of proper inventories system. This paper also outlines significant relationship between Customer needs, Quality with variable of prime interest. Poor association has been found between performance and customer satisfaction.

The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

OpenAIRE

Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

2013-01-01

Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

ORGANIZATION ETHICS REPUTATION AND CUSTOMER LOYALTY: Perception of Muslim Customer Sharia Banking

Directory of Open Access Journals (Sweden)

Sunaryo SUNARYO

2012-09-01

Full Text Available The majority of the Indonesian population is Muslim, in which the share of Sharia Banking is only three (3 percent of the total banking market share in the country. This indicates a low participation, possibly leading to a negative perception on ethic reputation and low awareness among the Muslim communities in using sharia banking products and services. The objectives of this paper are to analyze the influence of sharia banking organization ethics reputation on Muslims customer loyalty and to analyze the role of satisfaction as a mediating effect on sharia banking organization ethics reputation on Muslims customer loyalty for the sharia banking products and services. Survey with 315 respondents in the city of Malang, Indonesia was conducted to gather information to further understand the situation, to answer the questions raised and to meet the study objectives. Purposive sampling was used to select the relevant respondents. The Structural Equation Model (SEM is used to analyze the direct and indirect relationship between sharia banking organization ethic reputation, satisfaction and Muslims customer loyalty. The findings of this study showed that all independent variables significantly influenced the dependent variable, both directly and indirectly. Satisfaction as mediating factor has a high positive support to the relationship between organization ethic reputation Muslims customer loyalty. Hence, satisfaction plays an important role to support the perception of ethic reputation of the sharia banking organization in influencing Muslim customer loyalty. In addition, the study also suggests that ethic reputation of an organization also helps in maintaining customer loyalty.

Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

Science.gov (United States)

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

CUSTOMER SATISFACTION AND LOYALTY THEIR ANALYSIS

Directory of Open Access Journals (Sweden)

ROMANESCU MARCEL LAURENTIU

2015-06-01

Full Text Available Any company should carry out at the same time certain activities with a view to attract customers and retention, investing various resources, depending on the level of development of the company, of the product/service and of the market. This article refers to the analysis strategies implemented by the managers with a view to attract new customers, but also for the maintenance of the existing, more exactly maintaining those customers who are included in the portfolio company. Conclusion resulting from this material makes a demarcation between the two strategies customer-facing and implemented by company managers, more exactly which is the most important strategy for developing their own business. This Article plays a model for the assessment of customer satisfaction, which is applicable within the framework of a company who wishes to be successful on the market action and be competitive.

Customer Loyalty Measurement at Czech Organizations

Directory of Open Access Journals (Sweden)

David Vykydal

2013-07-01

Full Text Available All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

Custom v. Standardized Risk Models

Directory of Open Access Journals (Sweden)

Zura Kakushadze

2015-05-01

Full Text Available We discuss when and why custom multi-factor risk models are warranted and give source code for computing some risk factors. Pension/mutual funds do not require customization but standardization. However, using standardized risk models in quant trading with much shorter holding horizons is suboptimal: (1 longer horizon risk factors (value, growth, etc. increase noise trades and trading costs; (2 arbitrary risk factors can neutralize alpha; (3 “standardized” industries are artificial and insufficiently granular; (4 normalization of style risk factors is lost for the trading universe; (5 diversifying risk models lowers P&L correlations, reduces turnover and market impact, and increases capacity. We discuss various aspects of custom risk model building.

The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

Directory of Open Access Journals (Sweden)

Puti Ara Zena

2012-06-01

Full Text Available Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM using LISREL software was used to analyze the data. This research found that itexperiential marketing used by Strawberry Cafe can affect customer loyalty.

Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

Directory of Open Access Journals (Sweden)

Marshellina Marshellina

2013-11-01

Full Text Available This study aims to look at the influence and how much the influence of e-CRM (X1 and Quality of Service (X2 for Customer Satisfaction (Y that impact on Customer Loyalty (Z at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

ANTESEDEN CUSTOMER SATISFACTION DAN DAMPAKNYA PADA PURCHASE INTENTION

Directory of Open Access Journals (Sweden)

Jonathan Banjarnahor

2018-02-01

Full Text Available This research analyzed the effects of service quality and customer experience to customer satisfaction and its impact on purchase intention of costumer internet services in West Jakarta. This research used hypothesis testing as a research design. The primary data were obtained through questionnaire distributed to 180 respondents who should be users of internet services from Telkomsel, Telkomsel Grapari West Jakarta. Data was anlyzed by Structural Equation Method (SEM. The results showed there were positives service qualities and customer experience effects to customer satisfaction. There were positive customer satisfaction effects to purchase intention. There were positive effects of service quality and customer experience to purchase intention. Implications for managers are to increase purchase intention through fulfilled customer satisfaction led from good service quality and customer experience. For reasearch, it can be done in other service providers and by adding extra variables, such as coporate image and brand trust.

Customer service model for waste tracking at Los Alamos National Laboratory

International Nuclear Information System (INIS)

Dorries, Alison M.; Montoya, Andrew J.; Ashbaugh, Andrew E.

2010-01-01

The deployment of any new software system in a production facility will always face multiple hurtles in reaching a successful acceptance. However, a new waste tracking system was required at the plutonium processing facility at Los Alamos National Laboratory (LANL) where waste processing must be integrated to handle Special Nuclear Materials tracking requirements. Waste tracking systems can enhance the processing of waste in production facilities when the system is developed with a focus on customer service throughout the project life cycle. In March 2010 Los Alamos National Laboratory Waste Technical Services (WTS) replaced the aging systems and infrastructure that were being used to support the plutonium processing facility. The Waste Technical Services (WTS) Waste Compliance and Tracking System (WCATS) Project Team, using the following customer service model, succeeded in its goal to meet all operational and regulatory requirements, making waste processing in the facility more efficient while partnering with the customer.

An Empirical Analysis to Design Enhanced Customer Lifetime Value Based on Customer Loyalty: Evidences from Iranian Banking Sector

Directory of Open Access Journals (Sweden)

Mohammad Safari Kahreh

2012-07-01

Full Text Available The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV. There are several researches about the CLV formulas and calculating relations. But the effect of the CLV on the other departments of the organization and especially the effect of the CLV on the key parameters for organization’s profitability such as customer loyalty and satisfaction had little attention. This research is about these shortcomings and covers another essential element for organizational sustainable profitability, customer loyalty. The main purpose of this research is to demonstrate the effect of customer loyalty on the customer lifetime value. For this purpose one of the biggest parts of service sector in Iran is selected and the data from this sector are gathered and analyzed. Banking sector is the biggest body of Iranian service sector of economy. By means of a valid questionnaire, data were gathered from banking sector and after analyzing the hypotheses, results show that the high customer loyalty strongly affects on the enhanced customer lifetime value. In the final section of this paper, both applied and theoretical recommendations will be provided.

Customer Satisfaction with the Loyalty Programs in Retail

Directory of Open Access Journals (Sweden)

Kraljević Radojka

2017-12-01

Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

Directory of Open Access Journals (Sweden)

E. Kahya-Ozyirmidokuz

2016-12-01

Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

The Impact of Evaluating Customer Complaints in Hotel Enterprises and Service Quality Perceptions on Customer Loyalty

Directory of Open Access Journals (Sweden)

Burhan KILIÇ

2013-12-01

Full Text Available Service enterprises can maintain competitiveness as long as adapting to constantly changing environmental conditions and customer expectations.enterprise which is unable to satisfy its customers with the service offered, it is observed that customers react to quality of the service with complaining behaviors. Therefore, evaluating the complaints and producing solutions are expected to increase the level of the service quality perceptions and it is generally hoped that this situation creates loyal customers. In this context, the study was conducted in a five-star hotel operating in İstanbul and the data were collected through questionnaire forms. Descriptive statistics were applied to clarify the data of the study and the frequency values were used. In order to measure the level, direction and the effect of the variables, correlation and regression analysis were consulted.It was understood that displaying positive attitude and behavior to produce solutions for complaints by the service staff, created a positive impact on the perception of service quality. In addition, the customers whose complaints were responded positively exhibited behavioral and attitudinal aspects of loyalty with being repeat customers and recommending the hotel to friends and relatives

Customer satisfaction and enterprise market activity risk

Directory of Open Access Journals (Sweden)

Lech Nieżurawski

2014-12-01

Full Text Available The purpose of this paper is to demonstrate the role of customer satisfaction in reducing the risks of the business market. The results of measuring the level of customer satisfaction allow to create an early warning system against the danger of decline in sales revenue in the future.

Lingual Orthodontics simplified : Incognito -customization perfected

Directory of Open Access Journals (Sweden)

Haroutioun Dedeyan

2013-01-01

Full Text Available Esthetic orthodontics is the need of the hour, fuelled by the increasing number of adult patients seeking orthodontic treatment. Alternatives to labial appliance include clear aligners and lingual appliance. Conventional lingual treatment is laborious in terms of laboratory setup and manual dexterity of the operator, coupled with less than optimum treatment results. Customization of the appliance to meet varied requirements of each patient due to highly variable lingual morphology within and amongst patients is the key to successful treatment in lingual orthodontics. Efforts at bracket base customization using intra-oral jigs and laboratory setups are fraught with unavoidable errors affecting treatment outcome. With the advent of computer-aided design and computer-aided manufacturing (CAD/CAM technology the Eldorado of true customization is now a reality. This paper introduces the Incognito Appliance System based on custom-made brackets and custom-made series of pre-bent wires using state of art CAD/CAM manufacturing procedures.

The impact of customer-specific marketing expenses on customer retention and customer profitability

NARCIS (Netherlands)

S. van Triest (Sander); M.J.G. Bun (Maurice); E.M. van Raaij (Erik); M.J.A. Vernooij (Maarten)

2009-01-01

textabstractWe study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual

AN INVESTIGATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT IN FURNITURE STORES

Directory of Open Access Journals (Sweden)

İlker Akyüz

2004-11-01

Full Text Available The most valuable thing for corporations is customers in today’s competitive environment. The evaluation obtained with suitable methodology is important vitally in the success of customer relationship management systems applied for the continuous customer satisfaction and devotion. Continuous customer satisfaction, development of communication skills with customers, caring with customers’ desires and compliments before and after sale just in sale time, development of the quality of services being offered to the customers is dependent on the determining customer problems closely and giving customer focused services. In this study, it was tried to reveal the customer relationship management, communication with customer, customer focused sale offered before, after and just in sale time in some furniture stores located in Trabzon. It was found that the furniture stores in Trabzon have been generally trying to give customer focused sale services

CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

Directory of Open Access Journals (Sweden)

PAUL OVIDIU HANDRO

2017-11-01

Full Text Available The concept of customer experience refers to the impact of all the interactions that the customer may have with a bank, taking into account the multitude of touchpoints by which he activates. Customer experience includes every element related to the promises made through branding, advertising, offers, products and services, but the most important is how they are delivered: easiness in using the services or products, promptness and efficiency in dealing with customers before and after purchase. [1] - [11] In the context of an environment influenced to a great extent by the evolution of technologies, but also by the accelerated dynamics regarding legislation (Payment Directive II, Directive 2014/92/EU and competition, a traditional commercial bank must be extremely careful and competent to build and plan the present and future experiences offered to customers. Given the complexity of the structure of a traditional bank, an essential point in the performance strategy must be the improvement of the Customer experienced experience in dealing with the bank. The positive experience becomes defining both for customer loyality and to attract new customers. The segregation of responsibilities and at the same time harmonization of flows between the various structures of traditional banks (front-office- FO; middle-office-MO; back-office-BO becomes the main challenge of the moment in order to provide the customer with the much desired positive experience. Affected at the global and European level by the dynamics of legislative changes, as well as by the business models that rely on the outsourcing of some positions, the back-office and middle office do not enjoy the same rhythm of evolution and support found in the front office, resulting in incoherent customer experiences and, at the same time, preventing the industry's capacity to attract, retain and delight the customers. In order to improve the level of customer experience, the banks must focus more on

Impact of Income on Customers' Loyalty: Are Customers with Higher Income more Loyal?

Directory of Open Access Journals (Sweden)

Klopotan Igor

2016-03-01

Full Text Available Background: Recent research on customers’ loyalty mostly focuses on several indicators, such as price, income and promotion. However, the level of income and its impacts on customers' loyalty have not been investigated in greater details.

Steam generator replacement: a story of continuous improvement

International Nuclear Information System (INIS)

Sills, M.S.; Wilkerson, R.

2009-01-01

This paper provides a review of the history of steam generator replacement in the US focusing on the last five years. From the early replacements in the 1980s, there have been major technology improvements resulting in dramatically shorter outages and reduced radiological exposure for workers. Even though the changes for the last five years have been less dramatic, the improvement trend continues. No two steam generator replacement (SGR) projects are the same and there are some major differences including; the access path for the components to containment (is a construction opening in containment required), type of containment, number of steam generators, one piece or two piece replacement, plant type (Westinghouse, CE or B and W) and plant layout. These differences along with other variables such as delays due to plant operations and other activities not related to the steam generator replacement make analysis of performance data difficult. However, trends in outage performance and owner expectations can be identified. How far this trend will go is also discussed. Along with the trend of improved performance, there is also a significant variation in performance. Some of the contributors to this variation are identified. This paper addresses what is required for a successful outage, meeting the increasing expectations and setting new records. The authors will discuss various factors that contribute to the success of a steam generator replacement. These factors include technical issues and, equally important, organizational interface and the role the customer plays. Recommendations are provided for planning a successful steam generator replacement outage. (author)

CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPT AND IMPORTANCE FOR BANKING SECTOR

Directory of Open Access Journals (Sweden)

Marko Laketa

2015-12-01

Full Text Available Customer Relationship Management concept is tendency of banking sector to establish and maintain long-term relationships with customers in order to provide value for customers and banks. This concept allows bank to identify, segment, communicate and build long-term relationships with customers on individual basis. In today's business environment, banks have aim to identify customers and to adjust offer to meet customer`s needs, in order to maximize profits. Using modern technologies, Customer Relationship Management is becoming a method to maintain existing structure and development of high quality customer base. It involves development of marketing strategy through a better understanding of the entire customer base, understanding needs and attitudes of customers, as well as more efficient consideration of profitability and added value that each customer have for the bank. The aim of research, presented in this paper, is to assess to benefits of introducing Customer Relationship Management concept in banking sector, by defining strategies, adjustment of organizational structure, culture and internal processes with help of modern technology. The paper presents methods of measuring success of Customer Relationship Management concept and problems which banks have when implementing a new business philosophy.

Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

OpenAIRE

Sucahyo, Martinus Wilman

2017-01-01

Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diola...

The Customer Citizenship Behaviors of Food Blog Users

Directory of Open Access Journals (Sweden)

Kaung-Hwa Chen

2015-09-01

Full Text Available Compared with previous studies that have focused on customers’ behavioral intentions or the factors that influence purchase behaviors on blogs or discussion boards, in this study, we examine the factors of independent food blogs or discussion boards that influence users’ customer citizenship behaviors. Six food blogs were selected based on the flow rate and food diaries. 323 Subjects were chosen from the blog user population and then interviewed to develop the data needed for this study. The results indicate that psychological needs, customer satisfaction, and customer-company identification positively affect customer citizenship behaviors. High satisfaction of customer-orientation is a critical management strategy on food blogs. This study adapts physically existing organizational behavior theory through appropriate inference and modification for virtual community. Unlike past studies that focused on customer purchase intention, this study emphasizes customer value and social media of the virtual community.

Customization Issues

DEFF Research Database (Denmark)

Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

2014-01-01

Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

Customer complaints and recovery effectiveness : A customer base approach

NARCIS (Netherlands)

Knox, G.; van Oest, R.D.

2014-01-01

Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a customer base model to investigate the effectiveness of recovery in preventing customer churn. They

BC Hydro's integrated approach on replacing underground feeder cables

Energy Technology Data Exchange (ETDEWEB)

Tarampi, D. [BC Hydro, Burnaby, BC (Canada)

2008-07-01

BC Hydro's integrated approach on replacing underground feeder cables was discussed. The feeder cables were all in ducts encased in concrete and splices were identified in concrete manholes. The feeder cables averaged 35 to 40 failures per year, with a large majority of failures occurring in manholes or near terminations. The age of the cables was not known. A graphical representation of a condition assessment was presented with reference to an electrical test, metallurgical test, hardness test, and dye penetrating test. Prioritization steps were also listed, including a condition index and replacement threshold. Steps in prioritizing the condition index included determining the insulation index based on electrical test results; determining the manhole condition based on metallurgical test results; determining the customer importance factor and feeder load factor; and calculating the overall condition index based on the indices. A process flowchart was also illustrated. A replacement strategy was then discussed and a cost comparison of two options was described. Option 1 was to replace only the unjacketed cables while option two involved selective replacement. tabs., figs.

INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

Directory of Open Access Journals (Sweden)

Mohammad Rizan

2015-09-01

Full Text Available The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.

Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

Directory of Open Access Journals (Sweden)

Nelly Nelly

2010-12-01

Full Text Available Starsindo Logistics Inc. (SL is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM, because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and design by Mathiassen. Through website, public is hoped to easily access the company information or ship schedule, order list, tracking order status, or transaction history. This web-based customer service application could help the company to build a good relationship with customers. 

Customer Intention toward Theme Park: The Mediating Role of Customer Attitude on The Impact of Service Quality and Experiential Marketing

Directory of Open Access Journals (Sweden)

Dwi Efrarin Purnamadita

2012-09-01

Full Text Available Dunia Fantasi (Dufan located in Taman Impian Jaya Ancol is one leading recreational unit with specific characteristics as a theme park. A research was done towards with service quality and implementation of experiential marketing applied in Dufan using path analysis. Experiential marketing was studied to have a direct effect, positive and significant impact on customer attitude variables. The basic objective of this research is to determine the effect of service quality and implementation of experiential marketing to customer attitude and its impact on customer intention of Dufan. Data collection was conducted through questionnaire given to Dufan visitors. From the results of data analysis we found that service quality has not significantly influenced customer’s attitude. The study revealed that the direct effect between experiential marketing and customer intention is 'strong’. As a subsequent finding, service quality has not given a significant effect on customer intention. However, experiential marketing was found having an indirect influence on customer intention mediated by attitude, in which the results of the study suggested that the indirect effect is 'strong'. Eventually, customer attitude has a direct positive and significant impact on customer intention variables. The direct influence of customer attitude to customer intention in Fantasy World,was 'strong'.

INDONESIAN CUSTOMER SATISFACTION IN ONLINE SHOPPING TRADING

Directory of Open Access Journals (Sweden)

Hermawan F.

2018-03-01

Full Text Available This research aims to find out if the ease of shopping, site design, informative, comprehensive, and communication have a significant influence on the level of Indonesian customer satisfaction in online shopping transactions and how the impact to the word of mouth communication. Respondents of this study are the 250 students of Jakarta colleges. This study found that the variables of design, simplicity, and security have an influence on customer satisfaction in shopping online, while the informative variable and communication have no influence on the customer's satisfaction online shopping.

Supplier/customer considerations in corporate financial decisions

Directory of Open Access Journals (Sweden)

Jayant R. Kale

2014-09-01

Full Text Available Earlier research focussed on firm characteristics and the interests of financial stakeholders (shareholders and bondholders as determinants of corporate policies. Subsequent research recognized that corporate policies are determined in a broader environment that includes nonfinancial stakeholders such as suppliers, customers, labour etc. In this paper, we summarize the theoretical and empirical research that includes supplier/customer considerations in the determination of corporate policies such as capital structure, dividends, takeovers, earnings management, and product quality. We highlight the significant effect that the inclusion of supplier/customer interests has on these corporate policies.

CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

Directory of Open Access Journals (Sweden)

Rozitta Chittaie

2012-06-01

Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

The Role Of Customer Delight And Brand Trust Toward Customer Loyalty A Study At Bank Acehthat Has Been Converted Into Islamic Bank

Directory of Open Access Journals (Sweden)

Yusniar

2017-07-01

Full Text Available This research focused on PT. Bank ACEH that has been converted into Islamic bank which has an emphasis on Customer loyalty as the most expected result from a research on consumer behavior. For the company customer loyalty can be achieved through Customer Delight. There were 350 three hundred and fifty respondents as the sample of this research. The selection of bank customers was conducted in branch offices with a consideration that there are more varied banking transactions conducted in branch offices than in the sub-branch cash and unit offices. Given that the number of customers in each branch office is not similar therefore the researcher used proportioned stratified random sampling to determine the number of respondents. The factor of brand trust has a role as a partial mediating variable between Customer Delight and customer loyalty of PT. Bank Aceh

Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

Directory of Open Access Journals (Sweden)

Deborah O. Aka

2016-08-01

Full Text Available This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

REPLACEMENT SPARE PART INVENTORY MONITORING USING ADAPTIVE NEURO FUZZY INFERENCE SYSTEM

Directory of Open Access Journals (Sweden)

Hartono Hartono

2016-01-01

Full Text Available Abstract   The amount of inventory is determined on the basis of the demand. So that users can know the demand forecasts need to be done on the request. This study uses the data to implement a replacement parts on the electronic module production equipment in the telecommunications transmission systems, switching, access and power, ie by replacing the electronic module in the system is trouble  or damaged parts of a good electronic module spare parts inventory, while the faulty electronic modules shipped to the Repair Center for repaired again, so that the results of these improvements can replenish spare part  inventory. Parameters speed on improvement process of electronic module broken (repaired, in the form of an average repair time at the repair centers, in order to get back into the electronic module that is ready for used as spare parts in compliance with the safe supply inventory  warehouse.  This research using the method  of  Adaptive Neuro Fuzzy Inference System (ANFIS in developing a decision support system for inventory control of spare parts available in Warehouse Inventory taking into account several parameters supporters, namely demand, improvement and fulfillment of spare parts and repair time. This study uses a recycling input parameter repair faulty electronic module of the customer to immediately replace the module in inventory warehouse,  do improvements in the Repair Center. So the acceleration restoration factor is very influential as the input spare parts inventory supply in the warehouse and using the Adaptive Neuro-Fuzzy Inference System (ANFIS method.   Keywords: ANFIS, inventory control, replacement

Customer Loyalty Research : Can customer loyalty programs really build loyalty?

OpenAIRE

Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

2007-01-01

Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

Customer Relationship Management Influence on Customer Value, Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer Loyalty

OpenAIRE

Harryani, Sri

2017-01-01

The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary da...

41 CFR 102-85.160 - How does a customer agency know how much to budget for Rent?

Science.gov (United States)

2010-07-01

... PROPERTY 85-PRICING POLICY FOR OCCUPANCY IN GSA SPACE Rent Charges § 102-85.160 How does a customer agency... pricing due to changes in scope of proposed projects or repair and/or replacement of building components ...

Effect of Customer Satisfaction on Company Performance

Directory of Open Access Journals (Sweden)

Petr Suchánek

2015-01-01

Full Text Available The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which affect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specific factors (affecting customer satisfaction have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.. With the use of non-parametric statistical methods, logistic regression and discriminant analysis was analyzed, what factors affecting customer satisfaction also affect business performance.

The influence of customer relationship management information on customer loyalty

OpenAIRE

Ignatovič, Eva

2009-01-01

The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

Personal Level Customer Orientation in Russian Direct Selling Market

Directory of Open Access Journals (Sweden)

Alexander Rozhkov

2014-06-01

Full Text Available In the modern world the importance of customer orientation cannot be underestimated. It hugely impacts the overall business performance, as well as separate areas of business-customer interaction. In this paper, we examine the role of personal level relations and customer orientation in the direct selling industry in the Russian market. Based on a sample of over 6000 participants in 74 regions of Russia, we develop a model revealing the factors that define the level of customer orientation in personal level interactions.

IG-KNN UNTUK PREDIKSI CUSTOMER CHURN TELEKOMUNIKASI

Directory of Open Access Journals (Sweden)

Muhammad Arifin

2015-04-01

Full Text Available ABSTRAK IG-KNN merupakan gabungan dari algotitma pemilihan fitur information gain dengan algoritma klasifikasi KNN, kedua algoritma ini diharapkan dapat meningkatkan akurasi dalam memprediksi customer churn telekomunikasi. Prediksi customer churn telekomunikasi merupakan kebutuhan yang sangat penting bagi kelangsungan hidup perusahaan telekomunikasi, dimana dengan banyaknya pelanggang yang meninggalkan perusaan maka perusahaan berpeluang untuk merugi. Mendeteksi pelanggan yang berpeluang meninggalkan perusahaan sejak dini perusahaan akan mendapatkan keuntungan 10 kali, karena biaya untuk mempertahankan pelanggan lebih murah 10 kali lipat dibanding dengan mecari pelanggan baru. Berdasarkan hasil penelitian ini prediksi customer churn telekomunikasi dengan menggunakan IG-KNN menunjukkan akurasi yang lebih baik meski dengan nilai k yang berbeda- beda bila dibandingkan dengan prediksi customer churn telekomunikasi dengan menggunkan KNN tanpa fitur seleksi Information Gain, adapun peningkatan akurasi dari k1 sampai dengan k11 sebesar 1,7%. Kata kunci: information gain, KNN, customer churn telekomunikasi.

The Relationship of Corporate and Brand Images, Quality of Services, Customer Satisfaction with Customers Loyalty in Banking Industry

Directory of Open Access Journals (Sweden)

*L. Borhani

2014-12-01

Full Text Available This study aimed at investigating the relationship of corporate and brand images, quality of services, and customer satisfaction with customer’s loyalty in banking industry in Meybod. Data was collected through questionnaires from 180 customers of six banks. Measurement tools were Loyalty Scale, Corporate Image Scale, Brand Image Scale, Customer Satisfaction Scale and Service Quality Scale. The results of correlation and regression analysis indicated that positive relationships exist between loyalty and the following variables: corporate and brand images, quality of services and customer satisfaction (p≤0.008. Also satisfaction was the most powerful predictor of loyalty and addition of corporate image and service quality significantly increased prediction of loyalty (p<0.01. Brand image and age could not predict loyalty and were not entered into analysis.

Genesis of non-codified customs

Directory of Open Access Journals (Sweden)

Atefeh Roohi Kargar

2017-12-01

Full Text Available The study of what is called “customary law” and “non-written rules” is always faced with ambiguity due to the lack of written resources. The reason for emphasizing the role of custom and applying the words on their customary meanings was to re-focus on this rich source of rights, which is far from sights. By reviewing the Articles, books and documentary data, we tried to look again at the status of unwritten conventions, legal rules and legal principles that could be interpreted as legal norms. If written or assigned to a bunch or a material to them, along with other laws they can be a good complement. This paper intends to review the role of custom and habit in concluding contracts by reviewing past comparative law studies and helping out the role of custom and unwritten rights. Besides, it intends to unify the material of Arts. 220, 225 and other Arts. of civil law of the parties to the awareness of the custom, because ignorance of the customary is not like ignorance of the law.

Customer Satisfaction as a Mediator Variable between Service Quality and Customer Loyalty for PT. BNI (Persero Tbk Aceh Province, Indonesia

Directory of Open Access Journals (Sweden)

Beby Karina Fawzea SEMBIRING

2017-09-01

Full Text Available This study aims to analyze the effect of service quality toward satisfaction and customer loyalty for PT. BNI (Persero Tbk, Aceh Province. The article also analyses customer satisfaction as a mediator variable between service quality and customer loyalty. The sampling technique in the study was based on cluster and convenience sampling with corresponding criteria; each respondent has a bank account and saving for at least one year. The primary data were collected from respondents using the structured questionnaires. A total of 220 questionnaires were distributed in five branch offices of PT. BNI (Persero Tbk operating in Aceh Province, namely the branchs of Lhokseumawe, Bireuen, Langsa, Sigli and Meulaboh. The results showed that service quality has a significant and positive effect toward satisfaction and customer loyalty for PT. BNI (Persero Tbk Aceh Province. Meanwhile, the variable of customer satisfaction can mediate the effect of service quality toward customer loyalty. However, the study found that service quality is the important element in increasing satisfaction and customer loyalty in national banking.

A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

Directory of Open Access Journals (Sweden)

S. M. Kamrul Islam Shaon

2015-03-01

Full Text Available This paper has been devoted to theoretically examining the Customer Relationship Management (CRM agenda which has been dominating the business world in recent years. Customer relationship management is a new competitive weapon for organizations for serving internal and external customers. Today’s organizations are focusing on conquering the minds of customers, to make them satisfied and loyal with the help of sophisticated, well-organized CRM efforts. This paper is to explore the CRM agenda in organizational interfaces and its effectiveness with regards to customer satisfaction and customer loyalty. The related literature demonstrates that there is a significant association among effective CRM, customer satisfaction and customer loyalty.

Measuring customer satisfaction using SERQUAL survey

Directory of Open Access Journals (Sweden)

Ardeshir Tajzadeh Namin

2012-04-01

Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.

A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

OpenAIRE

Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

2013-01-01

Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

Prospering in Tough Economic Times Through Loyal Customers

Directory of Open Access Journals (Sweden)

Anderson Rolph

2014-10-01

Full Text Available In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditions while simultaneously gaining longer-run competitive advantage. Based on quantitative and qualitative survey research methodology, the study findings identify and explain key customer loyalty measures, including: customization for customers, communication interactivity, nurturing of customers, commitment to customers, customer sharing networks, customer focused product assortments, facile exchanges, and customer engagement. Perceptive company executives will measure, benchmark, and regularly compare their performances on these key customer loyalty measures with different customer groups versus their company's past performances, managerial goals, and competitors, then make appropriate adjustments to retain their loyal customers and prosper during tough economic times.

Customer requirement modeling and mapping of numerical control machine

Directory of Open Access Journals (Sweden)

Zhongqi Sheng

2015-10-01

Full Text Available In order to better obtain information about customer requirement and develop products meeting customer requirement, it is necessary to systematically analyze and handle the customer requirement. This article uses the product service system of numerical control machine as research objective and studies the customer requirement modeling and mapping oriented toward configuration design. It introduces the conception of requirement unit, expounds the customer requirement decomposition rules, and establishes customer requirement model; it builds the house of quality using quality function deployment and confirms the weight of technical feature of product and service; it explores the relevance rules between data using rough set theory, establishes rule database, and solves the target value of technical feature of product. Using economical turning center series numerical control machine as an example, it verifies the rationality of proposed customer requirement model.

A study on ranking ethical factors influencing customer loyalty

Directory of Open Access Journals (Sweden)

Mahmood Modiri

2013-10-01

Full Text Available Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.

A framework for managing customer knowledge in retail industry

Directory of Open Access Journals (Sweden)

Sourav Mukherji

2012-06-01

Full Text Available Customer knowledge can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer knowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practice. Lessons for managing these three types of knowledge are derived from knowledge management practices of knowledge intensive service industries such as management consulting and software development. Finally, a decision model premised on consumer behaviour and purchase characteristics is proposed. The model would enable retailers to focus their knowledge management efforts to leverage the potential of customer knowledge for both productivity benefits and product innovation.

Mass Customization Services

DEFF Research Database (Denmark)

Friedrich, Gerhard

Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

Directory of Open Access Journals (Sweden)

Budi Setiawan

2014-06-01

Full Text Available Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM which is also known as Partial Least Square (PLS model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

Customer experience

OpenAIRE

Koperdáková, Zuzana

2016-01-01

Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

Customer satisfaction and customer loyalty as predictors of future business potential

DEFF Research Database (Denmark)

Eskildsen, Jacob Kjær; Kristensen, Kai

2008-01-01

This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated...

Customer Relationship Management

OpenAIRE

Abdillah, Leon

2018-01-01

Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

Analisa Customer Value dan Customer Experience terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi pada Waroeng Spesial Sambal Cabang Purwokerto)

OpenAIRE

Ariningsih, Kuswanti; Muji Rahayu, Tri Septin

2015-01-01

This research was based on the comptitive business condition in restaurant business that was getting more competitive, therefore the corporates had to make a new marketing strategy to stay and achieve he higher market. This research aimed to test the effect of customer value and customer experience toward customer loyalty with customer satisfaction as intervening variable. The data were gained by questionnaire method to the 110 respondent of waroeng spesial sambal cabang purwok...

Commitment and Switching Intentions: Customers and Brands

Directory of Open Access Journals (Sweden)

Juliana Werneck Rodrigues

2012-12-01

Full Text Available This study aims to evaluate the relationship between a customer’s brand switching intentions and his commitment to a brand. Based on a literature review, constructs related to customer brand commitment were identified (affective and continuance commitment, trust, satisfaction, switching costs and alternative attractiveness and their roles in the formation of brand switching intentions hypothesized. Through a cross-sectional survey, a sample of 201 smartphone users was collected to test the proposed relationships. Data analysis was carried out via structural equations modeling, with direct effects of trust, satisfaction, switching costs and alternative attractiveness upon the different kinds of commitment being verified. Furthermore, both types of brand commitment (affective and continuance were found to negatively impact a customer’s intention to switch brands. Regarding enterprise customer strategies, the research findings suggest that, if firms are able to track customer brand commitment, they could use such knowledge to develop better relationship strategies, minimizing customer defection and further developing customer value to the company.

Effective factors on mobile phone customer satisfaction

Directory of Open Access Journals (Sweden)

Hamed Mohafez

2012-01-01

Full Text Available Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

Customers repurchase intention formation in e-commerce

Directory of Open Access Journals (Sweden)

Nader S. Safa

2016-06-01

Full Text Available Background: Electronic loyalty (e-loyalty has become important in the context of electronic commerce (e-commerce in recent years. Loyal customers bring long-term revenue to companies and are known to be a valuable asset to them. However, firms lose their customers in a competitive environment on the Internet because of a lack of trust, satisfaction and loyalty. Objectives: This study explains how e-loyalty, e-trust and e-satisfaction form in e-commerce with a focus on customer purchase intention formation. Method: A conceptual framework was formed based upon the literature review. Data were collected from e-customers of online firms in South Africa. After data clarification, confirmatory factor analysis was conducted. The structural equation modelling was applied to test the hypotheses. IBM SPSS AMOS 20 was used for this purpose. Results: Firstly, convenience, customer benefit and enjoyment affect customer satisfaction in e-commerce. In other words, when customers do business activities easily with enjoyment and take benefit, they are satisfied and they will purchase again in future. Secondly, our study demonstrated that customer perception of security, clear shopping process and reliable payment system have a positive relationship with e-trust. Finally, e-satisfaction and e-trust have a positive and strong relationship with e-loyalty formation in e-commerce. Conclusion: The results of the study shed light on important issues relating to e-loyalty formation from a new perspective. Online companies are interested in launching e-loyalty programmes because of the long-term benefits that come from loyal customers. To remain competitive, e-commerce companies should constantly work at enhancing customer trust, satisfaction and loyalty. Keywords: E-commerce; customer satisfaction; trust; loyalty

Customer Satisfaction and Loyalty: A Case Study from the Banking Sector

Directory of Open Access Journals (Sweden)

Rahman, Md. Hasebur

2013-12-01

Full Text Available Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates the customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of the concerned bank. The study reveals that there is a significant relationship observed among advanced service, cost & prestige and customer satisfaction. There is an insignificant relationship observed between basic service and customer satisfaction and finally a positive significant relationship observed between customer satisfaction and customer loyalty relationship.

Product Customization

DEFF Research Database (Denmark)

Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

A Rough Set Approach for Customer Segmentation

Directory of Open Access Journals (Sweden)

Prabha Dhandayudam

2014-04-01

Full Text Available Customer segmentation is a process that divides a business's total customers into groups according to their diversity of purchasing behavior and characteristics. The data mining clustering technique can be used to accomplish this customer segmentation. This technique clusters the customers in such a way that the customers in one group behave similarly when compared to the customers in other groups. The customer related data are categorical in nature. However, the clustering algorithms for categorical data are few and are unable to handle uncertainty. Rough set theory (RST is a mathematical approach that handles uncertainty and is capable of discovering knowledge from a database. This paper proposes a new clustering technique called MADO (Minimum Average Dissimilarity between Objects for categorical data based on elements of RST. The proposed algorithm is compared with other RST based clustering algorithms, such as MMR (Min-Min Roughness, MMeR (Min Mean Roughness, SDR (Standard Deviation Roughness, SSDR (Standard deviation of Standard Deviation Roughness, and MADE (Maximal Attributes DEpendency. The results show that for the real customer data considered, the MADO algorithm achieves clusters with higher cohesion, lower coupling, and less computational complexity when compared to the above mentioned algorithms. The proposed algorithm has also been tested on a synthetic data set to prove that it is also suitable for high dimensional data.

Hubungan Media Customer Relationship Management Dengan Kepuasan Pelanggan pada Hotel Istana Nelayan

Directory of Open Access Journals (Sweden)

Chandra Wibowo Widhianto

2003-03-01

Full Text Available Facing comptetition in service company, especially hotels, must have the ability to give services in order to satisfy the customer. Customer Relationship Managemen (CRM is one of communication media between company and customer that profitable for both side. This research try to find out how big the connection between Customer Relationship Managemen (CRM with customer satisfaction in Istana Nelayan Hotel. The result is there is significant connection between media with customer satisfaction in Istana Nelayan Hotel.

Classification of Internet banking customers using data mining algorithms

Directory of Open Access Journals (Sweden)

Reza Radfar

2014-03-01

Full Text Available Classifying customers using data mining algorithms, enables banks to keep old customers loyality while attracting new ones. Using decision tree as a data mining technique, we can optimize customer classification provided that the appropriate decision tree is selected. In this article we have presented an appropriate model to classify customers who use internet banking service. The model is developed based on CRISP-DM standard and we have used real data of Sina bank’s Internet bank. In compare to other decision trees, ours is based on both optimization and accuracy factors that recognizes new potential internet banking customers using a three level classification, which is low/medium and high. This is a practical, documentary-based research. Mining customer rules enables managers to make policies based on found out patterns in order to have a better perception of what customers really desire.

When Does Salespeople’s Customer Orientation Lead to Customer Loyalty? : The Differential Effects of Relational and Functional Customer Orientation

OpenAIRE

Homburg, Christian; Müller, Michael; Klarmann, Martin

2010-01-01

Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation? While previous research has largely neglected this question, this study investigates contextual influences on the link between customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation by distinguishing functional customer orientation and relational customer orientation. It then investigates which t...

Minimally invasive aortic valve replacement

DEFF Research Database (Denmark)

Foghsgaard, Signe; Schmidt, Thomas Andersen; Kjaergard, Henrik K

2009-01-01

In this descriptive prospective study, we evaluate the outcomes of surgery in 98 patients who were scheduled to undergo minimally invasive aortic valve replacement. These patients were compared with a group of 50 patients who underwent scheduled aortic valve replacement through a full sternotomy...... operations were completed as mini-sternotomies, 4 died later of noncardiac causes. The aortic cross-clamp and perfusion times were significantly different across all groups (P replacement...... is an excellent operation in selected patients, but its true advantages over conventional aortic valve replacement (other than a smaller scar) await evaluation by means of randomized clinical trial. The "extended mini-aortic valve replacement" operation, on the other hand, is a risky procedure that should...

To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

Science.gov (United States)

Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

2016-01-01

New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

Two different techniques of manufacturing TMJ replacements - A technical report.

Science.gov (United States)

Kozakiewicz, Marcin; Wach, Tomasz; Szymor, Piotr; Zieliński, Rafał

2017-09-01

Presently, during the surgical treatment of the patients in maxillofacial surgery, one can use various medical implants. Moreover custom made implants are being used. Replacements may be fitted to the structure and shape of the human skull owing to CAD/CAM (custom aided design/manufacture) called customized implants. This study was aimed to report for the first time clinical material from which custom implants, using two different techniques, were manufactured to reconstruct the temporomandibular joint (TMJ). In this study, eleven patients with an average age of 54 years were included. All of the patients underwent TMJ reconstruction using direct metal laser sintering (DMLS) or computer numerical control milling (CNC) techniques for implant manufacture. Four of the eleven patients had a malignancy diagnosis, and seven had a benign diagnosis. Patients complained of hypomobility of the TMJ, facial asymmetry, pain and swelling of the preauricular region. Treatment included 7 CNC milled implants and 4 implants in DMLS. More metallic implant parts with a rough surface were associated with the DMLS technique. Post operational, uneventful healing was observed in all clinical cases during an average of 26.8 months of follow-up. Three months post-operation, facial nerve palsy, swallowing disturbances and pain were not observed. Infections, allergic reactions to materials and re-ankylosis were also not observed. Replacements received correct forms and functions owing to the CAM techniques. Post-operational maximal interincisal opening improved (p < 0.01) and was not significantly related to preoperational opening, age, sex, diagnosis or adjuvant radiotherapy. Considering both methods, the feature that differentiates the manufacture technique is the more subtractive surface finishing required for the DMLS implant than the CNC implant. Both techniques resulted the same clinical outcomes and can be used successfully in patients with neoplastic lesions and other TMJ disorders

Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C

OpenAIRE

Senjaya, Vivie

2013-01-01

This study discusses about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya. In this study, the variable of the customer experience quality is measured through the dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fulfillment, and value for time. Each of these dimensions will be partially tested how it affects customer satisfaction and customer l...

Analisa Pengaruh Customer Experience Terhadap Customer Loyalty Dengan Customer Engagement Dan Customer Trust Sebagai Variabel Intervening Di the Body Shop

OpenAIRE

Felita, Christina Irene

2015-01-01

Perkembangan bisnis ritel saat ini berkembang sangat pesat. Sebagai Perusahaan ritel yang bergerak di bidang beauty & personal care, The Body Shop harus memiliki keunggulan bersaing agar dapat menang dalam persaingan yang ketat. Salah satu strategi untuk menciptakan keunggulan bersaing adalah dengan memberikan customer experience yang tepat dan memuaskan sehingga dapat memanjakan mereka sebagai customer dan membuat mereka menjadi customer yang loyal. Penelitian ini dilakukan untuk mengan...

SOCIAL CRM FOR CUSTOMER KNOWLEDGE MANAGEMENT

Directory of Open Access Journals (Sweden)

Dorota Buchnowska

2014-12-01

Full Text Available The recent development and expansion of Web 2.0 technologies have created remarkable opportunities for Customer Knowledge Management (CKM. The goals of this paper are to analyze how organizations can apply Social CRM (social technologies integrated with traditional CRM systems systems for CKM and to investigate what benefits they may derive from the use of social technologies. To achieve these objectives, the article shows the concept of Social CRM, differences between CRM and SCRM, and a review of CKM models presented in the literature. Then, there are indicated the possibilities of using SCRM solutions in the processes of customer knowledge management, and there are presented examples of the use of different types of social media in the management of different types of customer knowledge.

Relationship Quality as Predictor of B2B Customer Loyalty

Directory of Open Access Journals (Sweden)

Shaimaa S. B. Ahmed Doma

2013-02-01

Full Text Available Relationship marketing has become extremely important recently due to the fierce competition in today's marketplace. Companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Also, switching behaviors frequently occur among most of targeted customers. Fewer studies, however, discuss the effects of relationship quality efforts on customer loyalty. Therefore, this study is aimed to investigate the impact of relationship quality on customer loyalty in B2B context in the Egyptian shipping services sector. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment and satisfaction. An analytical model is developed as a guideline to test the relationships between relationship quality dimensions and customer loyalty.

CUSTOMER INTERACTION ON DIGITAL ECONOMY: A CASE STUDY

Directory of Open Access Journals (Sweden)

Mateus Tavares da Silva Cozer

2007-10-01

Full Text Available On a digital economy context, customer interaction is fundamental to any company to provide competitive advantage. This research intends to give concrete answers for the sea of information complexity which is the Internet. The main case is to build a model of digital customer interaction. Customization extends beyond targeted media to include the design and delivery of the product itself. Venkatraman (1998 defines dynamic customization based on three principles: modularity, intelligence and organization. The research is based on Interaction Model and its variables are: Products, Modularity, Artificial Intelligence, Market driven organization, and virtual communities. Two organizations were studied, one with physical product and another with virtual product, and the results were shown from a qualitative research.

Dealing with customers enquiries simultaneously under contingent situation

Directory of Open Access Journals (Sweden)

Sujan Piya

2015-09-01

Full Text Available This paper proposes a method to quote the due date and the price of incoming orders to multiple customers simultaneously when the contingent orders exist. The proposed method utilizes probabilistic information on contingent orders and incorporates some negotiation theories to generate quotations. Rather than improving the acceptance probability of quotation for single customer, the method improves the overall acceptance probability of quotations being submitted to the multiple customers. This helps increase the total expected contribution of company and acceptance probability of entire new orders rather than increasing these measures only for a single customer. Numerical analysis is conducted to demonstrate the working mechanism of proposed method and its effectiveness in contrast to sequential method of quotation.

Replacing penalties

Directory of Open Access Journals (Sweden)

Vitaly Stepashin

2017-01-01

Full Text Available УДК 343.24The subject. The article deals with the problem of the use of "substitute" penalties.The purpose of the article is to identify criminal and legal criteria for: selecting the replacement punishment; proportionality replacement leave punishment to others (the formalization of replacement; actually increasing the punishment (worsening of legal situation of the convicted.Methodology.The author uses the method of analysis and synthesis, formal legal method.Results. Replacing the punishment more severe as a result of malicious evasion from serving accused designated penalty requires the optimization of the following areas: 1 the selection of a substitute punishment; 2 replacement of proportionality is serving a sentence other (formalization of replacement; 3 ensuring the actual toughening penalties (deterioration of the legal status of the convict. It is important that the first two requirements pro-vide savings of repression in the implementation of the replacement of one form of punishment to others.Replacement of punishment on their own do not have any specifics. However, it is necessary to compare them with the contents of the punishment, which the convict from serving maliciously evaded. First, substitute the punishment should assume a more significant range of restrictions and deprivation of certain rights of the convict. Second, the perfor-mance characteristics of order substitute the punishment should assume guarantee imple-mentation of the new measures.With regard to replacing all forms of punishment are set significant limitations in the application that, in some cases, eliminates the possibility of replacement of the sentence, from serving where there has been willful evasion, a stricter measure of state coercion. It is important in the context of the topic and the possibility of a sentence of imprisonment as a substitute punishment in cases where the original purpose of the strict measures excluded. It is noteworthy that the

Evaluation of total alloplastic temporo-mandibular joint replacement with two different types of prostheses: A three-year prospective study.

Science.gov (United States)

Gonzalez-Perez, L-M; Gonzalez-Perez-Somarriba, B; Centeno, G; Vallellano, C; Montes-Carmona, J-F

2016-11-01

Temporo-Mandibular Joint (TMJ) replacement has been used clinically for years. The objective of this study was to evaluate outcomes achieved in patients with two different categories of TMJ prostheses. All patients who had a TMJ replacement (TMJR) implanted during the study period from 2006 through 2012 were included in this 3-year prospective study. All procedures were performed using the Biomet Microfixation TMJ Replacement System, and all involved replacing both the skull base component (glenoid fossa) and the mandibular condyle. Fifty-seven patients (38 females and 19 males), involving 75 TMJs with severe disease requiring reconstruction (39 unilateral, 18 bilateral) were operated on consecutively, and 68 stock prostheses and 7 custom-made prostheses were implanted. The mean age at surgery was 52.6±11.5 years in the stock group and 51.8±11.7 years in the custom-made group. In the stock group, after three years of TMJR, results showed a reduction in pain intensity from 6.4±1.4 to 1.6±1.2 (p<0.001), and an improvement in jaw opening from 2.7±0.9 cm to 4.2±0.7 cm (p<0.001). In the custom-made group, after three years of TMJR, results showed a reduction in pain intensity from 6.0±1.6 to 2.2±0.4 (p<0.001), and an improvement in jaw opening from 1.5±0.5 cm to 4.3±0.6 cm (p<0.001). No statistically significant differences between two groups were detected. The results of this three-year prospective study support the surgical placement of TMJ prostheses (stock prosthetic, and custom-made systems), and show that the approach is efficacious and safe, reduces pain, and improves maximum mouth opening movement, with few complications. As such, TMJR represents a viable technique and a stable long-term solution for cranio-mandibular reconstruction in patients with irreversible end-stage TMJ disease. Comparing stock and custom-made groups, no statistically significant differences were detected with respect to pain intensity reduction and maximum mouth opening

Customized products and cloud service information system development research

Directory of Open Access Journals (Sweden)

Hung Chien-Wen

2017-01-01

Full Text Available This study presents a cloud service customized product information system to enable businesses to provide customized product marketing on the Internet to meet consumer demand for customized products. The cloud service of the information system development strategic framework proposed in this study contains three elements: (1 e-commerce services, (2 promotion type modules, and (3 cloud services customized promotional products. In this study, a mining cloud information system to detect customer behavior is proposed. The association rules from relational database design are utilized to mine consumer behavior to generate cross-selling proposals for customer products and marketing for a retailing mall in Taiwan. The study is composed of several parts, as follows. A market segment and application of association rules in data exploration techniques (Association Rule Mining and sequence-like exploration (Sequential Pattern Mining, efficient analysis of customers, consumer behavior, identification of candidates for promotional products, and using cloud service delivery and evaluation of targets to evaluate candidates for promotional products for production. However, in addition to cloud service customized promotional products, the quantity of promotional products sales varies for different customers. We strive to achieve increased customer loyalty and profits through the use of active cloud service customized promotional products.

Measuring of customer satisfaction on example of Delta DMD

Directory of Open Access Journals (Sweden)

Kostić Ela

2010-01-01

Full Text Available Companies which do business in today's competitive environment, has to continuously work on improvement of theirs products and services, based on customers' needs. Most widely used method for examine customer expectations and measuring satisfaction is researches, which goal is to evaluate company performance from customer angle and to give management tool for strategic planning. Surveys results have to be used as a base for defining improvements areas. In this article is shown example of company Delta DMD which do customer satisfaction researches twice a year, since 2007, and results of latest researches with guidelines for further improvements in company. .

Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

Directory of Open Access Journals (Sweden)

Jussi Numminen

2012-12-01

Full Text Available This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and in-store marketing assets, and that the customer gets engaged step by step. A total of 16 test subjects were shown video clips and still pictures from a consultative sales process at Nokia’s flagship stores, and their brain activity was scanned. The results show that test subjects were able to associate themselves with people and events on the video and they felt safe and comfortable during the consultative selling process. The study implies that laboratories can build virtual environments that resemble real shopping environments where customers can participate in the buying process and respond to events displayed on the screen, and that neuroimaging is useful in providing valuable information on customer behaviour that is not achievable otherwise.

CRIMINOLOGICAL ASPECTS ON CUSTOMS OFFENCES IN ROMANIA

Directory of Open Access Journals (Sweden)

Aurel Octavian Pasat

2016-11-01

Full Text Available The study undertaken aims at analyzing and determining the status, structure and dynamics of crime in the customs sphere, stressing that the charging structure in customs crime contributes to the knowledge of numerical composition and morphology (forms of crime crime in a particular period and into a specific geographical area, understanding the general condition, overall, or those particular detailing the phenomenon on various statistical indicators, based on which can be carried out comparative studies on certain periods to see trends and dynamic s of the whole and different parts , analytical, allowing the formulation of weather and detection determinants contributing to the commission of unlawful acts in the customs sphere. In the study they were used various research methods, including: analysis, synthesis, deduction, induction. In order to intensify the struggle with the phenomenon of crime in the customs sphere in the study are advanced some proposals to improve the legal framework incriminating. In the same row it was argued the need to shift prosecution competence as specialized subdivision besides the National Customs Authority in order to streamline the recording and investigation of customs offenses.

Customer retention through supplier-organization-customer relationship management

OpenAIRE

Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

2009-01-01

The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

Directory of Open Access Journals (Sweden)

Budiman Budiman

2010-09-01

Full Text Available The tourism world today gains a lot of attention and spotlight is greatly increased in many countries and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship Management (CRM on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting Customer Loyalty Hotel Kristal.

A Review Of CEM: Customer Engagement as Innovation Co-Creator

Directory of Open Access Journals (Sweden)

Elidjen Elidjen

2013-12-01

Full Text Available Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM. In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.

The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

Directory of Open Access Journals (Sweden)

Ricko Achmadi Putra

2017-09-01

Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

Directory of Open Access Journals (Sweden)

Tuulia Nikunen

2017-06-01

Full Text Available The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a more in-depth understanding of micro-enterprises’ current strategies in terms of new digital marketing tools that foster stronger customer relationships. Based on interviews of two digital marketing service providers, this paper describes how their micro-enterprise clients use digital marketing tools through the five elements of building customer relationships. The findings highlight the importance of a practical understanding of digital marketing tools, as the digital marketing environment changes rapidly. The human capital and digital tool knowledge of micro-enterprises’ owner-managers have a great impact on these firms’ digital marketing and, ultimately, their success.

Behavior of the customers in the Maxi center Trebinje

Directory of Open Access Journals (Sweden)

Ivanković Rade J.

2014-01-01

Full Text Available The brands' development and management are inevitably accompanied by the need for the market research in order to get information on customers, their standpoints, perceptions and preferences. The needs and wishes of customers are not the permanent issue, but are being changed upon their satisfaction and also by the activities of competitive companies. This requires the needs and wishes of the customers be permanently followed and examined. To be well informed about the needs of customers as well as about their expectations make a strong base for successful marketing. Only when we know the most important values for the customer and his life values as well, all market activities and communication may be directed to his real needs. The behavioral analysis of the customers makes an important part of marketing which combines the elements of psychology, sociology, anthropology and economy in order to get answers to questions what the customers buy, when they buy, why they buy and how they make decisions on shopping.

Can Renewable Energy Replace Nuclear Power in Korea? An Economic Valuation Analysis

Directory of Open Access Journals (Sweden)

Soo-Ho Park

2016-04-01

Full Text Available This paper studies the feasibility of renewable energy as a substitute for nuclear and energy by considering Korean customers' willingness to pay (WTP. For this analysis, we use the contingent valuation method to estimate the WTP of renewable energy, and then estimate its value using ordered logistic regression. To replace nuclear power and fossil energy with renewable energy in Korea, an average household is willing to pay an additional 102,388 Korean Won (KRW per month (approx. US $85. Therefore, the yearly economic value of renewable energy in Korea is about 19.3 trillion KRW (approx. US $16.1 billion. Considering that power generation with only renewable energy would cost an additional 35 trillion KRW per year, it is economically infeasible for renewable energy to be the sole method of low-carbon energy generation in Korea.

Customer Preference-Based Information Retrieval to Build Module Concepts

Directory of Open Access Journals (Sweden)

Dongxing Cao

2013-01-01

Full Text Available Preference is viewed as an outer feeling of a product, also as a reflection of human's inner thought. It dominates the designers' decisions and affects our purchase intention. In the paper, a model of preference elicitation from customers is proposed to build module concepts. Firstly, the attributes of customer preference are classified in a hierarchy and make the surveys to build customer preference concepts. Secondly, the documents or catalogs of design requirements, perhaps containing some textual description and geometric data, are normalized by using semantic expressions. Some semantic rules are developed to describe low-level features of customer preference to construct a knowledge base of customer preference. Thirdly, designers' needs are used to map customer preference for generating module concepts. Finally, an empirical study of the stapler is surveyed to illustrate the validity of module concept generation.

Customer Protest: Exit, Voice or Negative Word of Mouth

Directory of Open Access Journals (Sweden)

Solvang, B. K.

2008-01-01

Full Text Available Of the three forms of protest the propensity of word of mouth (WOM seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The costs linked to voice influence the propensity for WOM. The customers seem to do an evaluation between the three forms of protest, yet the rational picture of the customers should be moderated.Leaders should improve their treatment of the customers making complaints. The more they can treat customer complaints in an orderly and nice way the less informal negative word of mouth activity they will experience and they will reduce the exit propensity and lead the customers to the complain organisation. They should also ensure that their customers feel they get equal treatment by the staff.

Replacement

Directory of Open Access Journals (Sweden)

S. Radhakrishnan

2014-03-01

Full Text Available The fishmeal replaced with Spirulina platensis, Chlorella vulgaris and Azolla pinnata and the formulated diet fed to Macrobrachium rosenbergii postlarvae to assess the enhancement ability of non-enzymatic antioxidants (vitamin C and E, enzymatic antioxidants (superoxide dismutase (SOD and catalase (CAT and lipid peroxidation (LPx were analysed. In the present study, the S. platensis, C. vulgaris and A. pinnata inclusion diet fed groups had significant (P < 0.05 improvement in the levels of vitamins C and E in the hepatopancreas and muscle tissue. Among all the diets, the replacement materials in 50% incorporated feed fed groups showed better performance when compared with the control group in non-enzymatic antioxidant activity. The 50% fishmeal replacement (best performance diet fed groups taken for enzymatic antioxidant study, in SOD, CAT and LPx showed no significant increases when compared with the control group. Hence, the present results revealed that the formulated feed enhanced the vitamins C and E, the result of decreased level of enzymatic antioxidants (SOD, CAT and LPx revealed that these feeds are non-toxic and do not produce any stress to postlarvae. These ingredients can be used as an alternative protein source for sustainable Macrobrachium culture.

Customer satisfaction with the quality of the logistic services

Directory of Open Access Journals (Sweden)

Małgorzata Lisińska-Kuśnierz

2014-03-01

Full Text Available Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics service as well as on the analysis of importance of ten logistic services attributes influencing customer satisfaction. Methods: The research was conducted on the basis of the questionnaire designed for purchasers of logistic services. The subjects of the research were companies which are using refrigerated transport. Results: To define relation between level of customer satisfaction in the context of logistic service and logistic service attributes impacting this satisfaction Pearson's correlation method was used. In turn the model to evaluate the customer satisfaction in the context of logistic services in scope of refrigerated transport was built using multiple regression and stepwise regression methods.

Outsourcing customer support : The role of provider customer focus

NARCIS (Netherlands)

Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

Customer Engagement as a New Perspective in Customer Management

NARCIS (Netherlands)

Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that

Stock Versus CAD/CAM Customized Zirconia Implant Abutments – Clinical and Patient‐Based Outcomes in a Randomized Controlled Clinical Trial

Science.gov (United States)

Meijer, Henny J.A.; Kerdijk, Wouter; Raghoebar, Gerry M.; Cune, Marco

2016-01-01

Abstract Background Single‐tooth replacement often requires a prefabricated dental implant and a customized crown. The benefits of individualization of the abutment remain unclear. Purpose This randomized controlled clinical trial aims to study potential benefits of individualization of zirconia implant abutments with respect to preservation of marginal bone level and several clinical and patient‐based outcome measures. Material and Methods Fifty participants with a missing premolar were included and randomly assigned to standard (ZirDesign, DentsplySirona Implants, Mölndal, Sweden) or computer aided design/computer aided manufacturing (CAD/CAM) customized (Atlantis, DentsplySirona Implants, Mölndal, Sweden) zirconia abutment therapy. Peri‐implant bone level (primary outcome), Plaque‐index, calculus formation, bleeding on probing, gingiva index, probing pocket depth, recession, appearance of soft tissues and patients' contentment were assessed shortly after placement and one year later. Results No implants were lost and no complications related to the abutments were observed. Statistically significant differences between stock and CAD/CAM customized zirconia abutments could not be demonstrated for any of the operationalized variables. Conclusion The use of a CAD/CAM customized zirconia abutment in single tooth replacement of a premolar is not associated with an improvement in clinical performance or patients' contentment when compared to the use of a stock zirconia abutment. PMID:27476829

CUSTOMER SATISFACTION IN AN SME: A CUSTOMER PERSPECTIVE IN PERCEIVED VALUE AND LOCAL BRAND IMAGE

Directory of Open Access Journals (Sweden)

Yulianti F.

2017-12-01

Full Text Available This study is aimed to understand the relationship of perceived quality and brand image on customer satisfaction of Sasirangan Consumer. The study were taken at Banjarmasin, South Kalimantan Province, Indonesia. The object of this study is SME’s Sasirangan (Kain Sasirangan. The object was taken since it has a deep local wisdom and deep meaning for Banjarmasin society (Banua. The subject taken in this research is youngsters at college. This group of subject taken since today’s youngsters has a unique characteristics that also affecting their taste on certain product. The sample was as many as 139 people involved, and executed by using Partial-Least-Square SEM (PLS-SEM. The results of the study shows that either perceived quality or brand image positively increasing the customer satisfaction. Based on the model examination, the perceived value are able to directly affecting the customer satisfaction rather than that affected by brand image. However the indirect effect also indicate that the brand image are also able to mediate the effect of perceived quality on customer satisfaction. The limitation of this study is the object is a single object that may affect the degree of generality against another research.

Development Of Remote Hanford Connector Gasket Replacement Tooling For DWPF

International Nuclear Information System (INIS)

Krementz, D.; Coughlin, Jeffrey

2009-01-01

The Defense Waste Processing Facility (DWPF) requested the Savannah River National Laboratory (SRNL) to develop tooling and equipment to remotely replace gaskets in mechanical Hanford connectors to reduce personnel radiation exposure as compared to the current hands-on method. It is also expected that radiation levels will continually increase with future waste streams. The equipment is operated in the Remote Equipment Decontamination Cell (REDC), which is equipped with compressed air, two master-slave manipulators (MSM's) and an electro-mechanical manipulator (EMM) arm for operation of the remote tools. The REDC does not provide access to electrical power, so the equipment must be manually or pneumatically operated. The MSM's have a load limit at full extension of ten pounds, which limited the weight of the installation tool. In order to remotely replace Hanford connector gaskets several operations must be performed remotely, these include: removal of the spent gasket and retaining ring (retaining ring is also called snap ring), loading the new snap ring and gasket into the installation tool and installation of the new gasket into the Hanford connector. SRNL developed and tested tools that successfully perform all of the necessary tasks. Removal of snap rings from horizontal and vertical connectors is performed by separate air actuated retaining ring removal tools and is manipulated in the cell by the MSM. In order install a new gasket, the snap ring loader is used to load a new snap ring into a groove in the gasket installation tool. A new gasket is placed on the installation tool and retained by custom springs. An MSM lifts the installation tool and presses the mounted gasket against the connector block. Once the installation tool is in position, the gasket and snap ring are installed onto the connector by pneumatic actuation. All of the tools are located on a custom work table with a pneumatic valve station that directs compressed air to the desired tool and

Multivariate analysis for customer segmentation based on RFM

Directory of Open Access Journals (Sweden)

Álvaro Julio Cuadros López

2018-02-01

Full Text Available Context: To build a successful relationship management (CRM, companies must start with the identification of the true value of customers, as this provides basic information to implement more targeted and customized marketing strategies. The RFM methodology, a classic analysis tool that uses three evaluation parameters, allows companies to understand customer behavior, and to establish customer segments. The addition of a new parameter in the traditional technique is an opportunity to refine the possible outcomes of a customer segmentation since it not only provides a new element of evaluation to identify the most valuable customers, but it also makes it possible to differentiate and get to know customers even better. Method: The article presents a methodology that allows to establish customer segments using an extended RFM method with new variables, selected through multivariate analysis..  Results: The proposed implementation was applied in a company in which variables such as profit, profit percentage, and billing due date were tested. Therefore, it was possible to establish a more detailed customer segmentation than with the classic RFM. Conclusions: the RFM analysis is a method widely used in the industry for its easy understanding and applicability. However, it can be improved with the use of statistical procedures and new variables, which will allow companies to have deeper information about the behavior of the clients, and will facilitate the design of specific marketing strategies.

The main new driver of customer experience in Grocery retail - the Fresh opportunity

Directory of Open Access Journals (Sweden)

ISMANĂ -ILISAN Camelia -Maria

2018-01-01

Full Text Available The main challenge of a modern retailer is how to delight customers in fresh products without risking profitability. To compete effectively, businesses must focus on the customer's shopping experience. To manage a customer's experience, retailers should understand what “customer experience” actually means. Customer experience includes every point of contact at which the customer interacts with the business, product, or service. Customer experience management represents a business strategy designed to manage the customer experience. This paper presents the results of a marketing research study conducted for reviewing perception versus reality of customer experience delivery in fresh products and product availability.

PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

Directory of Open Access Journals (Sweden)

K.G. Durga Prasad

2010-06-01

Full Text Available The priority structure of customer needs in House of Quality (HOQ forms the basis for the company to make the product more attractive to customers. In the traditional Quality Function Deployment (QFD approach, the priority structure of customer needs is developed through assigning different importance weights for customer needs, which are based on QFD team members' direct experience with the customers or on the results of surveys. In this paper Conjoint analysis is adopted to obtain the priority structure of customer needs. The priority ratings of customer needs may be different for different customer segments. k-means cluster method is used to cluster customers according to their main benefits. Prior to adopt the conjoint analysis, Factor analysis is employed to reduce the size of the customer needs portion of HOQ. A case study on domestic refrigerator is presented to illustrate the proposed methodology to establish priority structure of customer needs.al unit, which would significantly improve the business.

Understanding customer experience.

Science.gov (United States)

Meyer, Christopher; Schwager, Andre

2007-02-01

Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

Science.gov (United States)

Islam, Kaliym A.

2017-01-01

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

Analysis of Repairable Geo/G/1 Queues with Negative Customers

Directory of Open Access Journals (Sweden)

Doo Ho Lee

2014-01-01

Full Text Available We consider discrete-time Geo/G/1 queues with negative customers and a repairable server. The server is subject to failure due to a negative customer arrival. As soon as a negative customer arrives at a system, the server fails and one positive (ordinary customer is forced to leave. At a failure instant, the server is turned off and the repair process immediately begins. We construct the mathematical model and present the probability generating functions of the system size distribution and the FCFS sojourn time distribution. Finally, some numerical examples are given to show the influence of negative customer arrival on the performance measures of the system.

CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

Directory of Open Access Journals (Sweden)

Carmen-Maria, IORDACHE

2013-10-01

Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

DEFF Research Database (Denmark)

Eskildsen, Jacob Kjær; Kristensen, Kai

2007-01-01

This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their...

Online customer experience: Implications for digital banking

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Banks will be facing great challenges in the coming period. Some of these challenges are a lack of differentiation, disloyal customers, new non-traditional competitors, increased interaction and expectations from digital channels. Many consulting firms, but also the academic community, propose a solution in the form of implementing the concept of customer experience management. As research shows that a large number of challenges come from the online environment, it is necessary for banks to ensure excellence in the online environment by applying the concept of online customer experience. In order to create this experience, it is up to the banks to meet all the necessary antecedents, which can involve the elements in terms of control, processes and content. This can be a very difficult job if one is unfamiliar with the basics, but it could also be a rewarding job which will reflect on the business performance. Although the focus of the paper is online customer experience, even in the developed countries 'digital' customers are rare. Most of them are multichannel oriented and an important aspect is the multichannel integration and the strategy focused on customer experience. This paper presents an overview of the literature in the field of online customer experience, with the aim of introducing the public with the concept as well as presenting the implications which this concept has for digital banking.

Bank Value: Comparing Customer and Employee Perceptions

Directory of Open Access Journals (Sweden)

Jelena Titko

2012-06-01

Full Text Available In the modern competitive environment, banks create the value generally using the relational capital. Thus, customer satisfaction and loyalty are the main components of bank success in a market. In turn, customer satisfaction is affected by bank service quality that determines bank’s value perceived by clients. The main goal of the research is to determine factors affecting bank value perceived by customers to examine the gaps in customers’ and employees’ perceptions of these factors. The goal of the paper is to prepare a theoretical basis for the survey and to describe and theoretically validate the design of the research instrument. To achieve the goal the brief literature review was conducted in the fields of relationship value management, service quality and customer buying behaviour. The statements of the questionnaire were developed based on Kotler’s concept of a customer perceived value and different variations of the SERVQUAL model. To purify the developed questionnaires, the authors conducted focus group interview. We believe that bank performance depends directly on the bank’s ability to capture and retain clients and on customer-employee relationships. Thus, it is crucial to know factors affecting customer perceived bank value. Using our developed instrument it is possible to measure the level of service quality in Latvian banks and to examine the difference between customers’ and employees’ viewpoints on the quality of bank services.

Models Used for Measuring Customer Engagement

Directory of Open Access Journals (Sweden)

Mihai TICHINDELEAN

2013-12-01

Full Text Available The purpose of the paper is to define and measure the customer engagement as a forming element of the relationship marketing theory. In the first part of the paper, the authors review the marketing literature regarding the concept of customer engagement and summarize the main models for measuring it. One probability model (Pareto/NBD model and one parametric model (RFM model specific for the customer acquisition phase are theoretically detailed. The second part of the paper is an application of the RFM model; the authors demonstrate that there is no statistical significant variation within the clusters formed on two different data sets (training and test set if the cluster centroids of the training set are used as initial cluster centroids for the second test set.

Managing customer knowledge

OpenAIRE

2013-01-01

M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

Online Customization and Enrollment Application Network (OCEAN

Directory of Open Access Journals (Sweden)

E. Kongar

2007-09-01

Full Text Available This paper introduces the Online Customization and Enrollment Application Network (OCEAN, developed in the School of Engineering at the University of Bridgeport. OCEAN is an interactive web-based application for graduate programs, concentrations, certificates and courses across the Schools of Engineering, Business and Education that allows prospective and current students to customize their preferences in the course selection process depending on the targeted graduate concentrations, degrees, and/or dual degree programs.

CUSTOMER CARE - A TOTALLY IGNORED MANAGEMENT TOOL ON THE ROMANIAN SERVICES MARKET

Directory of Open Access Journals (Sweden)

Roxana SÂRBU

2009-06-01

Full Text Available Quality and customer satisfaction are important subjects receiving increasing attention worldwide. An organization's ability to remain in business depends entirely on its ability to win and retain customers. The nature and number of competitors and their ability to offer similar products/services at similar prices has led to increasing emphasis being placed on customer care. Customer care is about people pleasing people and it involves specific actions that keep customers satisfied and coming back for more.

The Use of the Kano Model to Enhance Customer Satisfaction

Directory of Open Access Journals (Sweden)

Južnik Rotar Laura

2017-12-01

Full Text Available Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances.

Customers' Beliefs Behind Business-to-Consumer Electronic Commerce

Directory of Open Access Journals (Sweden)

Nena Lim

2001-11-01

Full Text Available With the rising importance of electronic commerce, it is important for researchers and company executives to understand customers' beliefs behind online shopping behaviour. This proposed study extends the technology acceptance model (TAM to test the influence of experience, self-efficacy, perceived risk, and social influence on customers' acceptance of the business-to consumer (b2c e-commerce.

Design to learn: customizing services when the future matters

Directory of Open Access Journals (Sweden)

Dan Ariely

2013-04-01

Full Text Available Internet-based customization tools can be used to design service encounters that maximize customers' utility in the present or explore their tastes to provide more value in the future, where these two goals conflict with each other. Maximizing expected customer satisfaction in the present leads to slow rates of learning that may limit the ability to provide quality in the future. An emphasis on learning can lead to unsatisfied customers that will not only forego purchasing in the current period, but, more seriously, never return if they lose trust in the service provider's ability to meet their needs. This paper describes service design policies that balance the objectives of learning and selling by characterizing customer lifetime value as a function of knowledge. The analysis of the customization problem as a dynamic program yields three results. The first result is the characterization of customization policies that quantify the value of knowledge so as to adequately balance the expected revenue of present and future interactions. The second result is an analysis of the impact of operational decisions on loyalty, learning, and profitability over time. Finally, the quantification of the value of knowing the customer provides a connection between customer acquisition and retention policies, thus enhancing the current understanding of the mechanisms connecting service customization, value creation, and customer lifetime value.

Towards a holistic customer experience management framework for enterprises

Directory of Open Access Journals (Sweden)

De Vries, Marne

2016-11-01

Full Text Available We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM. A survey conducted within the telecommunications sector indicated a gap between theoretical CEM approaches and their implementation in enterprises. Although a systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, none of the existing approaches includes all of these themes in a comprehensive way. Based on those nine themes, this paper presents a new holistic framework for CEM that managers and practitioners concerned with improving customer experiences could use.

Customer relationship management in the agricultural machinery market

Directory of Open Access Journals (Sweden)

Amanda Letícia Pit Nunes

Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

Components of Managing the Quality of Customer Service

Directory of Open Access Journals (Sweden)

Vovk Viktoriia M.

2017-12-01

Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

Effects of Customer Engagement Behavior

Directory of Open Access Journals (Sweden)

Katarzyna Żyminkowska

2017-04-01

Full Text Available Aim/purpose - Research addressing the customer engagement behavior (CEB has rapidly developed in the marketing discipline, contributing to the knowledge on network organization. However, insights into the specific outcomes of CEB remain largely nebulous. Few comprehensive conceptual frameworks of CEB effects exists in the literature to-date. The empirical verification of CEB outcomes, particularly at the firm level, is still missing. Design/methodology/approach - In this article we first provide an overview of the CEB conceptualizations and its effects. Next we develop the CEB firm-level performance outcomes framework. Finally we explore CEB process, forms and outcomes in Stanley Black & Decker, applying qualitative methodological approach (case research incl. participant observation. Findings - We propose the logically arranged CEB effects in the conceptual model integrated with marketing metrics which are related to the recent advances in customer equity and customer asset management. Research implications/limitations - In empirical research we focused on the CEB effects related to one type of customer behaviors, i.e. Stanley Black& Decker customers' involvement in the product development and innovation which is a limitation in obtain-ing the comprehensive empirical picture of all CEB forms and its outcomes. Further empirical research (incl. quantitative one is necessary to verify our conceptual model. Originality/value/contribution - Our model of firm-level performance effects of CEB extends existing proposals and contributes to the knowledge on effective CEB management process in network organizations.

Proposal for a strategic planning for the replacement of products in stores based on sales forecast

Directory of Open Access Journals (Sweden)

Cassius Tadeu Scarpin

2011-08-01

Full Text Available This paper presents a proposal for strategic planning for the replacement of products in stores of a supermarket network. A quantitative method for forecasting time series is used for this, the Artificial Radial Basis Neural Networks (RBFs, and also a qualitative method to interpret the forecasting results and establish limits for each product stock for each store in the network. The purpose with this strategic planning is to reduce the levels of out-of-stock products (lack of products on the shelves, as well as not to produce overstocking, in addition to increase the level of logistics service to customers. The results were highly satisfactory reducing the Distribution Center (DC to shop out-of-stock levels, in average, from 12% to about 0.7% in hypermarkets and from 15% to about 1.7% in supermarkets, thereby generating numerous competitive advantages for the company. The use of RBFs for forecasting proved to be efficient when used in conjunction with the replacement strategy proposed in this work, making effective the operational processes.

MEASURING THE CUSTOMER SATISFACTION OF ISLAMIC BANKING SECTOR IN BANGLADESH

Directory of Open Access Journals (Sweden)

Hossain Shahid SHOHROWARDHY

2015-08-01

Full Text Available The banking sector has been playing a significant role in achieving the economic growth of Bangladesh, where contribution of Islamic Banking Sector is remarkable. Islamic Banking Sector shows a substantial growth position in Bangladesh. Customer satisfaction is the most significant affecting phenomenon in determining the banking growth. Thus, this study attempts to measure the existing level of customer satisfaction of Islamic Banks in Bangladesh, using the Structural Equation Model (SEM. This study uses the 22 dimensions of customer satisfaction which used in the earlier studies in different countries for measuring the customer satisfaction of Islamic Banking Sector. A total of 385 samples have been taken from six full pledged Islamic Banks in Bangladesh. It reveals form the study that Human Resources and Systemization Service Delivery is the strongest indicator of customer satisfaction of Islamic Banking Sector in Bangladesh followed by Core Product, Service Capability and Social Responsibility. The findings therefore, may be helpful for policy-makers of banking authorities who have been making serious endeavor to sustain the growth of Islamic Banking Sector in Bangladesh.

Customs and Desirable after Childbirth, in Islam

Directory of Open Access Journals (Sweden)

Gholamreza Khademi

2016-01-01

Full Text Available Children are a precious gift from God, and the blessing of a child is a special time in a person's life. All cultures and religious traditions have certain ways of welcoming a newborn child into the community; also, each culture and religion has its own customs and traditions for the birth of a child. During and after the birth of a Muslim child, there are certain rituals the mother and father must perform. Some of these traditions are culturally inspired, and others are performed according to passages in the Nobel Quran that detail the appropriate actions after childbirth. We explain some of these customs which include: Birth customs (the Adhan, Male circumcision, Aqiqah, Shaving the hair, Congratulate and Walīmah; Muslim baby names and Breastfeeding. There are a number of birth customs common to Muslims, an appreciation of which provides unique insights into the lives of Muslims.

Benefitting from virtual customer environments: An empirical study of customer engagement

NARCIS (Netherlands)

Verhagen, T.; Swen, E; Feldberg, J.F.M.; Merikivi, J.

2015-01-01

Customer engagement has been labeled as a prerequisite for the success of virtual customer environments. A key challenge for organizations serving their customers via these environments is how to stimulate customer engagement. This study is among the first to shed light on this issue by examining

THE EFFECTS OF SERVICE QUALITY AND CORPORATE REBRANDING ON BRAND IMAGE, CUSTOMER SATISFACTION, BRAND EQUITY AND CUSTOMER LOYALTY: STUDY IN ADVERTISING COMPANY AT TVONE

Directory of Open Access Journals (Sweden)

Chaniago A.

2016-12-01

Full Text Available The purpose of this study was to analyze the effects of service quality on brand image, service quality on customer satisfaction, service quality on brand equity, service quality on customer loyalty, corporate rebranding on brand image, corporate rebranding on customer satisfaction, corporate rebranding on brand equity, brand image on customer satisfaction, corporate rebranding on customer loyalty, brand image on brand equity, brand image on customer loyalty, customer satisfaction on customer loyalty, brand equity on customer loyalty. The population of this study consisted of loyal 173 corporate advertisers to tvOne - an Indonesian national television company. The sample for this study was set as many as 173, but only 144 respondents who returned the feedback as part of the study. The 144 data were analyzed by using descriptive and inferential analysis of SEM. The research has proven that (1 the service quality significantly affects the brand image; (2 the service quality significantly influence the customer satisfaction; (3 the service quality significantly affects the brand equity; (4 the service quality significantly affects the customer loyalty; (5 the corporate rebranding has significant effects on the brand image; (6 the corporate rebranding has no significant effect on the customer satisfaction; (7 the corporate rebranding has no significant effect on brand equity; (8 the corporate rebranding has no significant effect on the customer loyalty; (9 the brand image has significant effect on the customer satisfaction; (10 the brand image has significant effects on the brand equity; (11 the brand image does not have significant effects on the customer loyalty; (12 significant effects from the customer satisfaction on customer loyalty; and (13 significant effects of the brand equity on the customer loyalty.

Customs Representation in Simplified Customs Procedures in Republic of Croatia

Directory of Open Access Journals (Sweden)

Čedomir Ivaković

2005-07-01

Full Text Available When introduced in 2000 the use of authorized consigneeand consignor status was not particularly popular among companies,despite its apparent advantages. The number of the statususers compared to the total number of exporters and importerswas almost negligible. The aim of this paper was to find outto which extent the simplified customs procedures have beenaccepted in Croatia through an objective outline of advantagesand disadvantages that the companies - users of the simplifiedprocedures face on a daily basis.

Customer relationship management

OpenAIRE

Gudeliūnas, Mindaugas

2016-01-01

My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh

Directory of Open Access Journals (Sweden)

Md. Rahman

2014-06-01

Full Text Available Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 282 samples have been collected through structured questionnaire; study reveals that service innovativeness, service reli- ability, service competitiveness and service consistency have significant influence on making customer satisfied and the operator’s network/signal coverage, pricing, offering, fulfillment of customer demand, value added service, brand value and op - erators contribution for society have insignificant influences on making customer satisfied at five percent level of significant at multiple regression analysis. On the basis of these findings; study concludes that in promoting customer satisfaction mobile service providers should be concerned for factors responsible for insignifi- cant influence on customer satisfaction and care of those factors have significant influence on promoting customer satisfaction in telecommunication industry in Bangladesh.

Factors driving behavioural intentions: Study of Serbian mobile operator customers

Directory of Open Access Journals (Sweden)

Senić Vladimir

2016-01-01

Full Text Available The concept of perceived value is increasingly becoming a subject of interest for authors and researchers in the field of services marketing. Perceived value represents a multi-dimensional concept that consists of a number of components. In the conducted study, four key components were analyzed: emotional value, social value, functional value and monetary value. The objective of the study was to determine the impact of four identified components of value on customer satisfaction, as well as to test impact of customer satisfaction, corporate social responsibility and corporate reputation on behavioural intentions among Serbian mobile operator customers. Research originates from the assumption that to establish long-term relationships with customers, apart from generating customer satisfaction, issues like customer perception of corporate reputation and corporate responsibility are also of great significance.

Stock Versus CAD/CAM Customized Zirconia Implant Abutments - Clinical and Patient-Based Outcomes in a Randomized Controlled Clinical Trial

NARCIS (Netherlands)

Schepke, Ulf; Meijer, Henny J. A.; Kerdijk, Wouter; Raghoebar, Gerry M.; Cune, Marco

BackgroundSingle-tooth replacement often requires a prefabricated dental implant and a customized crown. The benefits of individualization of the abutment remain unclear. PurposeThis randomized controlled clinical trial aims to study potential benefits of individualization of zirconia implant

17 CFR 242.604 - Display of customer limit orders.

Science.gov (United States)

2010-04-01

... such security; and (ii) The full size of each customer limit order held by the OTC market maker that... in relation to the size associated with the OTC market maker's bid or offer. (b) Exceptions. The... Regulation Nms-Regulation of the National Market System § 242.604 Display of customer limit orders. (a...

Perancangan Customer Knowledge Management pada PT Pandawa Maju Perkasa

Directory of Open Access Journals (Sweden)

Joni Suhartono

2014-12-01

Full Text Available In the era of global trade, more countries want a quality of product with optimal price. PT Pandawa Maju Perkasa engaged in export trade services requires an application that can bridge the communication between the customer and the company. It can also create appropriate knowledge to present the product to the customer. Knowledge of the product obtained will be shared to the customer as company's marketing activities. In addition, critics and suggestions are very necessary for the improvement of customer service of the company. Research in this study was done by analyzing business process, designing model of knowledge management system, and designing system model. The design of the system made consisted of making class diagrams, use case diagrams, sequence diagrams, and user interface. The design of the CKM system will help the company capture customer demand for the goods they want, the communication between the customer and the company can be well established, critics and suggestions facility made is used to improve services to customers. 

Price or Privilege? Customer Perception on Loyalty Programs

Directory of Open Access Journals (Sweden)

Asnan Furinto

2011-12-01

Full Text Available The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege based rewards are perceived to provide higher utility perception in non contractual relation-ship compared to contractual relationship. Firms are therefore, encouraged to incorporate affective elements into their loyalty programs, on top of monetary elements, in order for the loyalty programs to be better perceived by their customers.

SME Customer Service Excellence: A Singaporean Case Study

Directory of Open Access Journals (Sweden)

Koh Kelly Sze Wee

2016-06-01

Full Text Available In Singapore, service sectors are dominated by SMEs. This study set out to investigate customer satisfaction as a critical factor in SME survival and indeed in helping to maintain the overall health of the economy. In this study, data were collected from a Singaporean SME which supplies and installs glass for construction projects. Departments involved were Sales & Marketing, Administration, and Installation. A questionnaire survey was administered to every customer of the company in 2013 in order to evaluate the services provided by the three departments. Customers were categorized into five groups: main contractors, designers/sub-contractors, property managers, home owners and commercial owners. Data were analyzed in terms of thirteen customer service variables identified from the literature. Statistical methods were applied to data analysis and findings were arrived at. Findings were found to be sufficiently significant to permit the formulation of a Total Customer Service Excellence Model for SMEs in Singapore.

A MANAGERIAL APPROACH OF CUSTOMER SATISFACTION DRIVERS IN THE CLOTHING INDUSTRY

Directory of Open Access Journals (Sweden)

Sunhilde CUC

2010-01-01

Full Text Available More than ever customer satisfaction has become a key factor for all industry and business enterprises. The article explains about the customers satisfaction esspecialy in the textile industry. First part presents the concept of customer satisfaction and its place in current management models and tools. The following are the main theories on customer satisfaction with application on textile sector. The key factors affecting customer satisfaction is considered as: perceived service quality, perceived product quality and brand image. We intend also to explain why the ecological products have a more important role in the costumes perception.

The Customer Service Experience.

Science.gov (United States)

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

OpenAIRE

Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

2016-01-01

Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

Connection between customer relationship management and brand equity

Directory of Open Access Journals (Sweden)

Miroslav Mandić

2007-07-01

Full Text Available Customer relationship management (CRM is one of the basic and most crucial elements of the marketing philosophy. CRM puts customers and their satisfaction in the centre by pointing all company’s activities towards the customer. The main objective of CRM is to get to know the customer as well as possible so as to help a company deliver better, more appropriate and higher added value to the customer. A strong connection with customers is the key to their satisfaction, especially if this connection is established by recognizing customers’ needs and it may therefore become one of the crucial competitive advantages. On the other hand, the main link between the company and the customer is its brand, or brands, where the company itself may be recognized as a brand. Generally speaking, it is possible to say that brand management and brand equity are used increasingly in everyday business. The concept of brand equity has a very important role because brand represents one of the most important assets in globally-known companies. The main objective of this paper was to research the connection between CRM and brand equity. The research showed that, if we use it the right way, CRM can be very useful in building brand equity, brand identity, brand value and customer satisfaction/loyalty.

Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Directory of Open Access Journals (Sweden)

Lepkova Natalija

2016-09-01

Full Text Available The article aims to analyze the Lithuanian housing market and to look into the satisfaction of people with living conditions in new apartment buildings on this market. The article presents the concept of customer satisfaction in construction and the criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helped to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and contractors/builders. The customer satisfaction index (CSI and the degree of loyalty were calculated, and then a customer satisfaction matrix was built up.

Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

Directory of Open Access Journals (Sweden)

Vu Minh Ngo

2017-05-01

Full Text Available Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching costs, positive one and negative one, are proposed and tested independently in order to provide more insights about their impacts. The data about switching costs and other constructs are collected from 261 retail banking customers, and analysed using structural equation modelling and moderated path analysis. It is found that positive switching costs increase customer loyalty by partly transforming the effect of service value and customer satisfaction into customer loyalty. While negative switching cost only mediates the service value-loyalty relationship. Moreover, only negative switching cost has significant moderating effect on the satisfaction-loyalty relationships. Finally, the analysis reveals that negative switching cost might also weaken good impacts from positive switching cost on satisfaction-loyalty relationships.

Customer Intelligence Analytics on Social Networks

Directory of Open Access Journals (Sweden)

Brano MARKIĆ

2016-08-01

Full Text Available Discovering needs, habits and consumer behavior is the primary task of marketing analytics. It is necessary to integrate marketing and analytical skills with IT skills. Such knowledge integration allows access to data (structured and unstructured, their analysis and finding out information about the opinions, attitudes, needs and behavior of customers. In the paper is set the hypothesis that software tools can collect data (messages from social networks, analyze the content of messages and get to know the attitudes of customers about a product, service, tourist destination with the ultimate goal of improving customer relations. Experimental results are based on the analysis of the content of social network Facebook by using the package and function R language. This language showed a satisfactory application and development power in analysis of textual data on social networks for marketing analytics.

Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

Directory of Open Access Journals (Sweden)

Mokhtaran Mahrokh

2016-01-01

Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

LOGISTICS CUSTOMER SERVICE ON THE EXAPLE OF LOGISTIC’S OPERATOR

Directory of Open Access Journals (Sweden)

Joanna WALASEK

2014-03-01

Full Text Available The article is an attempt to approach essential issues in modern logistics customer service. It shows the direct link between logistics operations and customer satisfaction before, during and after the service is provided. Third party logistics operator “GAMA” serves as an example of a successful logistics strategy appliance, which translates into high customer satisfaction. A detailed description of logistics services and the role they play in the modern market is provided.

CUSTOMER PERCEPTIONS REGARDING THE MARKETING TOOLS RELATIONSHIP

Directory of Open Access Journals (Sweden)

Jorne Ricardo Peiter

2015-09-01

Full Text Available Due to the increasing concern of the organizations with the constant developments and changes in business processes, especially with regard to the quality of its products and services, it became necessary to conduct studies on ways of approaching clients and prospecting for new customers. This practice gained paramount importance to add value to the organization, and increasingly understand the needs of customers through relationship marketing. This study aims to investigate the perception of customers regarding relationship marketing tools used by the company Souza Cruz AS. Therefore, we present the main concepts involving relationship marketing process and customer loyalty. The methodology used was divided into two stages, the first being exploratory and qualitative literature and the second is descriptive and quantitative literature. The sample of 50 clients of Souza Cruz. The results show that customers consider important the relationship with the company, which is proven by the average search attributes in communication / attendance of employees (4.35 in degree of importance, and 4.58 in satisfaction. In the synthesis of overall satisfaction, the mean degree of satisfaction given by the research sample is 3.98. This percentage was considered good, as close to the item content (grade 4. This result may be related to the work of relationship the company Souza Cruz has been performing with his team which seeks to constantly enhance its customers to build strong and lasting relationships. Keywords: Marketing. Relationship. Satisfaction. Customer. Tobacco.

An Optimal Routing Algorithm in Service Customized 5G Networks

Directory of Open Access Journals (Sweden)

Haipeng Yao

2016-01-01

Full Text Available With the widespread use of Internet, the scale of mobile data traffic grows explosively, which makes 5G networks in cellular networks become a growing concern. Recently, the ideas related to future network, for example, Software Defined Networking (SDN, Content-Centric Networking (CCN, and Big Data, have drawn more and more attention. In this paper, we propose a service-customized 5G network architecture by introducing the ideas of separation between control plane and data plane, in-network caching, and Big Data processing and analysis to resolve the problems traditional cellular radio networks face. Moreover, we design an optimal routing algorithm for this architecture, which can minimize average response hops in the network. Simulation results reveal that, by introducing the cache, the network performance can be obviously improved in different network conditions compared to the scenario without a cache. In addition, we explore the change of cache hit rate and average response hops under different cache replacement policies, cache sizes, content popularity, and network topologies, respectively.

Analisis dan Perancangan Electronik Customer Relationship Management Pada Klinik XYZ

Directory of Open Access Journals (Sweden)

Joni Suhartono

2010-12-01

Full Text Available This research is to foster a good connection between company and customers. For customers, e-CRM will accommodate in interation and transaction with the company. This research is done because there are still weaknesses for customer’s service. The research method used is literature, analysis method, and also designing method in identifying system needs then design one supporting system for the company. The research result is a CRM website that gives up-to-date information and suitable for customer needs. Therefore, CRM is hoped to help company giving a better service to customers.

Mesenchymal Stem Cells and Platelet Gel Improve Bone Deposition within CAD-CAM Custom-Made Ceramic HA Scaffolds for Condyle Substitution

Directory of Open Access Journals (Sweden)

L. Ciocca

2013-01-01

Full Text Available Purpose. This study evaluated the efficacy of a regenerative approach using mesenchymal stem cells (MSCs and CAD-CAM customized pure and porous hydroxyapatite (HA scaffolds to replace the temporomandibular joint (TMJ condyle. Methods. Pure HA scaffolds with a 70% total porosity volume were prototyped using CAD-CAM technology to replace the two temporomandibular condyles (left and right of the same animal. MSCs were derived from the aspirated iliac crest bone marrow, and platelets were obtained from the venous blood of the sheep. Custom-made surgical guides were created by direct metal laser sintering and were used to export the virtual planning of the bone cut lines into the surgical environment. Sheep were sacrificed 4 months postoperatively. The HA scaffolds were explanted, histological specimens were prepared, and histomorphometric analysis was performed. Results. Analysis of the porosity reduction for apposition of newly formed bone showed a statistically significant difference in bone formation between condyles loaded with MSC and condyles without (P<0.05. The bone ingrowth (BI relative values of split-mouth comparison (right versus left side showed a significant difference between condyles with and without MSCs (P<0.05. Analysis of the test and control sides in the same animal using a split-mouth study design was performed; the condyle with MSCs showed greater bone formation. Conclusion. The split-mouth design confirmed an increment of bone regeneration into the HA scaffold of up to 797% upon application of MSCs.

A customized bolus produced using a 3-dimensional printer for radiotherapy.

Science.gov (United States)

Kim, Shin-Wook; Shin, Hun-Joo; Kay, Chul Seung; Son, Seok Hyun

2014-01-01

Boluses are used in high-energy radiotherapy in order to overcome the skin sparing effect. In practice though, commonly used flat boluses fail to make a perfect contact with the irregular surface of the patient's skin, resulting in air gaps. Hence, we fabricated a customized bolus using a 3-dimensional (3D) printer and evaluated its feasibility for radiotherapy. We designed two kinds of bolus for production on a 3D printer, one of which was the 3D printed flat bolus for the Blue water phantom and the other was a 3D printed customized bolus for the RANDO phantom. The 3D printed flat bolus was fabricated to verify its physical quality. The resulting 3D printed flat bolus was evaluated by assessing dosimetric parameters such as D1.5 cm, D5 cm, and D10 cm. The 3D printed customized bolus was then fabricated, and its quality and clinical feasibility were evaluated by visual inspection and by assessing dosimetric parameters such as Dmax, Dmin, Dmean, D90%, and V90%. The dosimetric parameters of the resulting 3D printed flat bolus showed that it was a useful dose escalating material, equivalent to a commercially available flat bolus. Analysis of the dosimetric parameters of the 3D printed customized bolus demonstrated that it is provided good dose escalation and good contact with the irregular surface of the RANDO phantom. A customized bolus produced using a 3D printer could potentially replace commercially available flat boluses.

Impact of Technical Support on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Natasa Gajic

2015-10-01

Full Text Available Technical support through co-creation of value in automotive paint processes and activities is essential to the success of paint manufacturing companies. This study aimed to explore the impact of technical support on customer satisfaction through value-in-use in the automotive paint market. A quantitative questionnaire survey involving a convenience sample of 169 respondents was used for data collection. The questionnaire design bore on the SERVPERF instrument with embedded value-in-use attributes. The data were analyzed by using SPSS 21 statistical methods exploratory factor analysis (EFA and multiple regression analysis (MRA. The findings of this study revealed that the key value-in-use attributes were relationship quality (trust, knowledge required for providing help in getting maximum product benefits, sharing of knowledge, and a range of product and service offerings that satisfy customer needs. Trust had the greatest impact on customer satisfaction. The results also revealed that service quality dimension assurance exerted the greatest positive impact on customer satisfaction.

Customer as a participant of innovative networks

Directory of Open Access Journals (Sweden)

Đukić Suzana

2015-01-01

Full Text Available The changes in market conditions and basis for competing have brought the changes in profiling and realizing innovation strategies. Customers are the key subject in the process of generating of innovation. Customers in modern conditions do not wait for initiative of enterprise in value creation and they are not a part of formal processes of marketing research. The new communication technologies help them to be included in voluntary way in innovative activities of enterprise, which is motivated by brand loyalty, enthusiasm, hobby, wish to investigate. The enterprises realize the validity of this important source of new ideas and change their behaviour. The intention of author is to consider the importance of innovative networks for market innovation success, to analyse customer evolution from user to value creator, to identify the characteristics of customer as innovator, and to point to challenges for enterprise in the process of including them in its innovative activities.

Leader-Staff Relationships in Kosovo Customs: Leadership and its Impact on Customs Effectiveness

Directory of Open Access Journals (Sweden)

Dren Gërguri

2018-06-01

Full Text Available Leadership styles and leader-staff relationships have always impact on organizational effectiveness. It is important to study of this dimension in Kosovo Customs, taking into account the impact and contribution it has to the country’s budget. The purpose of this research is to analyze the style of leadership that is mostly used in this organization at both management levels and to see whether that style has influenced the organization’s effectiveness. In this study data were collected from various levels of Customs employees. The survey questions have been raised based on two instruments, the Multifactor Leadership Questionnaire, and the Leadership Describing Questionnaire. Also, correlations of leadership styles are tested based on Pearson’s theory. The paper analyzes four leadership styles used by the leaders at two managerial levels, the results of the study show that the democratic style is the dominant style of leadership in this institution. Also, the survey results show that, as top-down, also bottom-up, there is a good relationship between leaders and subordinates at both levels of management. Thus, this leader-staff relationship positively affects the effectiveness of Customs.

Talking about Customer Service.

Science.gov (United States)

Talley, Mary; Axelroth, Joan

2001-01-01

Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

Science.gov (United States)

Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

2012-09-01

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

Customer satisfaction and competencies

DEFF Research Database (Denmark)

Gritti, Paola; Foss, Nicolai Juul

We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

Evaluasi Customer Relationship Management pada Supermarket Hero di Jakarta Timur

Directory of Open Access Journals (Sweden)

S. Liawatimena

2002-09-01

Full Text Available The growing of many big retailer make Hero Supermarket must obtaining it’s existance in retail business. Therefore, Hero Supermarket must form CRM (Customer Relationship Management in order to increase a new customer, increase profit and maintaining customer, and pay attention to valuable customer. Data analysis done by searching procentage from many questions and cartesius diagram. The conclusion, the highest suitable level there are 98,27%  of quality product and the lowest is the price of merchandise, which is 45,35%. Some atribute are over the customers hope, that is good shopping place image, completeness, the comfortable and easyness in shopping, and safetyness. There are five most important atribut, that is the price, quality, completeness, the comfortable and easyness in shopping, and parking space. Those atribute will determine wether the customer of Hero Supermarket will be loyal or not.

Research on Cigarettes Customer Needs Importance Algorithm Based on KJ / RAHP / KANO

Directory of Open Access Journals (Sweden)

Ni Xiong-Jun

2017-01-01

Full Text Available To express the ambiguity and uncertainty of customer needs importance, an algorithm was proposed. It integrated KJ method, rough analytic Hierarchy Process and KANO model. It calculated the customer needs importance in rough set. A case study of cigarettes customer needs importance illustrated the feasibility and validity of the algorithm.

Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

Directory of Open Access Journals (Sweden)

Marsella Yeanette Hatane

2012-01-01

Full Text Available Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.

The Application of Industry 4.0 in Customized Furniture Manufacturing Industry

Directory of Open Access Journals (Sweden)

Wang Lin

2017-01-01

Full Text Available In the background of industrial 4.0, this paper analyzes the developmental road about customized furniture factory. Based on the concepts and features of industry 4.0, this paper analyzes the composition of the customized furniture factory, the main operation system and the operation process of the intelligent customized furniture factory. In order to achieve efficient and accurate production targets, intelligent customized furniture factory should be set up through the establishment of cyber physical system( CPS to cover the intelligent network.

CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES

Directory of Open Access Journals (Sweden)

Andrada IACOB

2015-06-01

Full Text Available The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational and individual level. Then, the research methodology and results are presented. Conclusions, research limitations and future directions are included at the end of the paper. We identified positive direct effects of the employee customer orientation on organizational commitment and organizational identification, but no significant direct relationship with job satisfaction.

Identification of effective factors on customer loyalty with mobile industry

Directory of Open Access Journals (Sweden)

Soheila Sardar Donighi

2013-08-01

Full Text Available Customers or clients are counted to be reasons for existence and continuation of life of every organization and, therefore, it is essential to review various aspects of customer satisfaction. Many customers may seem to be satisfied but they may switch to competitor companies for various reasons. Loyal customers constitute a major factor for organizational successes and there are many attempts to create loyal customers. The customer loyalty was defined as commitment of customers to deal with a particular organization or buy given goods repeatedly. During the present research, the researcher engages in the evaluation of factors effective on satisfaction and loyalty of customers and in the study of their interactions, using the famous American Model of Customer Satisfaction. Major variables of such pattern are as follows: customer expectations, perceived quality, perceived value, customer satisfaction, Repurchase Likelihood, Price Tolerance changes and customer complaint. In this study, 384 cell-phone users were randomly selected from different departments of North Tehran Branch of Islamic Azad University. Valuable data were gathered by closed response questionnaire. Afterward we derived eleven correlations between different parameters by using structural equation modeling. Finally, all of suppositions were confirmed by confidence level up to 95%. In addition, the SPSS and XLSTAT PLS software packages are utilized in the process and analysis of data and investigation of study's hypotheses and necessary analyses have been done.

Multiserver Queue with Guard Channel for Priority and Retrial Customers

Directory of Open Access Journals (Sweden)

Kazuki Kajiwara

2016-01-01

Full Text Available This paper considers a retrial queueing model where a group of guard channels is reserved for priority and retrial customers. Priority and normal customers arrive at the system according to two distinct Poisson processes. Priority customers are accepted if there is an idle channel upon arrival while normal customers are accepted if and only if the number of idle channels is larger than the number of guard channels. Blocked customers (priority or normal join a virtual orbit and repeat their attempts in a later time. Customers from the orbit (retrial customers are accepted if there is an idle channel available upon arrival. We formulate the queueing system using a level dependent quasi-birth-and-death (QBD process. We obtain a Taylor series expansion for the nonzero elements of the rate matrices of the level dependent QBD process. Using the expansion results, we obtain an asymptotic upper bound for the joint stationary distribution of the number of busy channels and that of customers in the orbit. Furthermore, we develop an efficient numerical algorithm to calculate the joint stationary distribution.

Modern Approaches to Risk Management and Their Use in Customs

Directory of Open Access Journals (Sweden)

Vita Afanasieva

2017-04-01

Full Text Available In the article the analysis of experience and best practices of Europe and the world regarding the methods and tools of risk management in customs affairs. In accordance with the requirements of the Kyoto Convention the risk management is the main basic principle of modern customs control methods, which allows optimal use of resources of customs bodies, without reducing the effectiveness of customs controls, and exempt the majority of foreign trade operators from unnecessary bureaucratic control. Procedures based on risk management, concentrate customs control on areas, where there is the greatest risk, allowing the bulk of goods and individuals relatively free to pass the checkpoint at the customs border Special attention is paid to the principles and methods of risk management and their impact on the simplification of customs procedures through the use of risk-based thinking. The paper discusses the problems concerning the application and implementation of modern risk management techniques in customs procedures subject to the requirements of international standards ISO for the quality management system and risk management based on risk-based thinking.

The influence of customer based brand ekvity on customer responses – the newly opened West Hill Mall in Ghana

Directory of Open Access Journals (Sweden)

Amegbe Hayford

2016-03-01

Full Text Available The interest of this study is to understand customer based brand equity and its effect on consumers’ willingness to pay price premiums, consumers’ attitude towards brand preference and purchase intention at the newly open West Hills Mall in Ghana. The data for the study was collected from 400 customers who went to shop at the West Hills Mall. Using a confirmatory factor analysis and path analyses it was found out that brand preference and purchase intension is significantly related to band equity. However, consumers’ willingness to pay price premiums is not significantly related to brand equity. Possible future research could look at involving customers from more than one shopping Mall in the country because of the cultural differences in customer preference. Also, performance measurement and financial performance could by studied to help marketing managers and marketing planners to know the importance of brand equity in running shopping Malls.

Customer Equity von KMUs

NARCIS (Netherlands)

Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel

2003-01-01

Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for

Customer Knowledge in (CoCreation of Product. A Case Study of IKEA

Directory of Open Access Journals (Sweden)

Grażyna Koniorczyk

2015-10-01

Full Text Available Customers knowledge is an attractive and effective source of ideas for proposals innovative products (services as well as changes in existing products (services. Contemporary firms recognize the need to co-create product (services with the participation of customers. The aim of this article is to define customer knowledge, value co-creation and customer co-creation concepts. The activities of IKEA were used to illustrate the issues presented in the article.

Customer service in the residential property market of South Africa

Directory of Open Access Journals (Sweden)

S Rudansky-KlopperS

2004-07-01

Full Text Available An increasing number of estate agencies are entering the real estate market in South Africa and many are struggling to survive as competition grows stronger. Customer service has become of overriding importance to establish a differential advantage that will ensure long-term survival. This study investigates customer service by estate agencies in the residential property market of South Africa. The results indicate that estate agencies seem to be aware of the importance of providing good customer service and of being service-oriented, but they do not always seem to realise the need to conduct marketing research and test the actual satisfaction of customers with the services provided, leaving a potential gap between what the customer wants and what the estate agency provides.

The factors that influence customer e-services adoption

Directory of Open Access Journals (Sweden)

Kamisha Persad

2015-07-01

Full Text Available The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.

Does Customer Loyalty Depend on Corporate Social Responsibility?

Directory of Open Access Journals (Sweden)

Stanisavljević Milena

2017-03-01

Full Text Available This paper presents the results of a study conducted to examine the dependence of customer loyalty on corporate social responsibility (CSR. CSR is a good opportunity for a company’s differentiation, but only if customers value the company’s efforts in this field. Loyalty is a primary goal of each company, but it is influenced by numerous factors. The goal of this paper was to examine if CSR influences customer loyalty as one possible factor. Based on the presented results, management recommendations are provided concerning business strategy, mission, and vision formulation, so companies can fulfill customers’ interests and gain their loyalty.

PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING

OpenAIRE

Reza Putra Pratama

2014-01-01

The background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer sa...

Improving Internal Customer Service

Science.gov (United States)

1990-09-01

34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

Customs as Facilitation of Trade. Case of Albania.

Directory of Open Access Journals (Sweden)

Etleva Bajrami

2010-03-01

Full Text Available Economic cooperation and trade between countries of region is very important as a opening step for entering in big markets like EU-s. All agreements have a huge impact in customs administration for elimination of customs taxes and for facilitation of trade during customs crossing. Trade integration is seen as faster way for countries to complete all necessary condition for European Integration. This process requires fulfillment of all reforms, needed for approaches the development and integration between countries. This process is spread in time because of the feature and difference between society and their economies. Regional economic integration is considered an import component for longterm integration of South Eastern European countries in EU. Membership of Albania in WTO brings a number of free trade agreements, with the main purpose trade liberalization. The essences of these agreements have been liberalization of customs tariffs for increasing foreign trade and attract foreign investors. The loss of customs income will be compensating from imports increasing and economic development in general. The role of Customs has changed from one of a complete focus on revenue collection to a broad role encompassing components of revenue collection, trade facilitation and border security. Simplified customs procedures and documents are very important for improving relation of business and government and also improving business performance. The aim of this paper is to point out the roles, responsibilities and challenges of customs, for concluding this we have conducted a survey for analyzing the performance of customs in Albania.  

ANALISIS OMNICHANNEL CUSTOMER EXPERIENCE MATURITY DI PT. TELEKOMUNIKASI INDONESIA

Directory of Open Access Journals (Sweden)

Andreas W. Yanuardi

2017-02-01

Full Text Available Customer Experience yang baik mampu meningkatkan kepuasan pelanggan, sehingga membuat pelanggan menjadi setia terhadap penyedia jasa. Pentingnya Customer Experience ini membuat banyak perusahaan ber fokus dalam membangun strategi Customer Experience - nya. Salah satu strategi C ustomer Experience untuk meningkatkan kepuasan pelanggan adalah dengan Omnichannel Customer Experience . Prinsip Omnichannel adalah melakukan integrasi data di semua saluran komunikasi pelanggan sehingga perusahaan mendapatkan pandangan 360 o terhadap pelang gan, atau disebut “ single customer view ”. Integrasi data memungkinkan pelanggan melakukan interaksi dengan perusahaan melalui saluran manapun yang diinginkannya, tanpa harus mengulang informasi ketika ia berpindah saluran. Single customer view kemudian mem ungkinkan perusahaan melakukan personalisasi, yaitu memberikan pelayanan kepada pelanggan secara personal sesuai profil, aktivitas, perilaku, dan ketertarikan pelanggan tersebut. PT Telekomunikasi Indonesia Tbk , sebagai salah satu Communication Service Provider (CSP , telah mengimplementasikan strategi Omnichannel . Penelitian ini bertujuan mengukur maturity level dari implementasi Omnichannel Customer Experience PT Telekomunikasi Indonesia Tbk berdasarkan aspek - aspek dalam Omnichannel Maturity Model , men ggunakan metode expert judgment. Hasil analisis menunjukkan bahwa Telkom telah melakukan inisiasi implementasi Omnichannel Customer Experience dengan diterapkannya platform single window yang terintegrasi di semua saluran pelanggan dan dari sembilan dimensi p engukuran Omnichannel Maturity Model mayoritas sudah berada pada level Cross Channel .

Customer Order Decoupling Point Selection Model in Mass Customization Based on MAS

Institute of Scientific and Technical Information of China (English)

XU Xuanguo; LI Xiangyang

2006-01-01

Mass customization relates to the ability of providing individually designed products or services to customer with high process flexibility or integration. Literatures on mass customization have been focused on mechanism of MC, but little on customer order decoupling point selection. The aim of this paper is to present a model for customer order decoupling point selection of domain knowledge interactions between enterprises and customers in mass customization. Based on the analysis of other researchers' achievements combining the demand problems of customer and enterprise, a model of group decision for customer order decoupling point selection is constructed based on quality function deployment and multi-agent system. Considering relatively the decision makers of independent functional departments as independent decision agents, a decision agent set is added as the third dimensionality to house of quality, the cubic quality function deployment is formed. The decision-making can be consisted of two procedures: the first one is to build each plane house of quality in various functional departments to express each opinions; the other is to evaluate and gather the foregoing sub-decisions by a new plane quality function deployment. Thus, department decision-making can well use its domain knowledge by ontology, and total decision-making can keep simple by avoiding too many customer requirements.

Investigating the Relationship between Corporate Reputation and Customer Behavioral Intentions through Roles of Customer Trust, Customer Commitment and Customer Recognition (Case Study: Iran Insurance Company in Iran, Isfahan City)

OpenAIRE

Fariddeddin Allameh Haery; Hassan Ghorbani; Bahram Zamani

2014-01-01

Current study entitled "Investigating therelationship between corporate reputation and customer behavioral intentions through roles of customer trust, customer commitment and customer recognition" investigates the role of corporate reputation in purchase intention and tendency to pay premiums regarding variables such as trust, commitment and recognition of customers of Iran Insurance Company in Iran, Isfahan city. In this study regarding the proposed model there is a main hypothesis (which in...

Development of the full range vange vacuum gauge

International Nuclear Information System (INIS)

Oh, B. H.; In, S. R.; Jung, K. S.; Jeong, S. H.

2001-01-01

The pirani, enning end full range gauges developed during this study had made good characteristics compared with the measured results of customized other gauges, and this results show the possibility of developing the gauges by ourselves in Korea. In order to make a competition with the customized gauges of other countries, it is necessary to upgrade several points to have good characteristics over the large range of the pressure. The new effort will be made in developing the full scale gauge in the next year

On cooperation of customs administrations in the European Union and Serbia

Directory of Open Access Journals (Sweden)

Vranješ Mile

2013-01-01

Full Text Available Cooperation of customs administrations between Member States of the European Union and cooperation of the Customs Administration of the Republic of Serbia with foreign customs administrations, regarding the efficient exchange of information is, most certainly, one of the important conventional measures for suppressing customs evasion and also a significant measure for increasing the efficiency of customs collection. Problems of information exchange regarding customs in the European Union has been regulated with two main instruments: Council Regulation 515/97, on mutual assistance between the administrative authorities of the Member States and cooperation between the latter and the Commission to ensure the correct application of the law on customs and agricultural matters and Council Directive 2010/24/EU concerning mutual assistance for the recovery of claims relating to taxes, duties and other measures. Additionally, the current multi-year program for customs in the European Union (Customs 2013 is contained in the Decision of the European Parliament and Council 624/207. Problems of information exchange regarding customs in the Republic of Serbia are regulated with one main instrument: Agreement on administrative assistance in customs matters of the Republic of Serbia and other countries.

Customer Satisfaction Index – as a Base for Strategic Marketing Management

Directory of Open Access Journals (Sweden)

Karolina Ilieska

2013-11-01

Full Text Available Customer satisfaction index -CSI results provide: an economic indicator of the quality of economic output; calculation of the net present value of their company’s customer base as an asset over time; information for strategic business applications; a predictor of consumer spending & corporate earnings. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. For this purpose I have carried out a survey on representative samples of Macedonian passenger and research services quality and customer satisfaction index (CSI in the macedonian passenger transport.

A Financial Data Mining Model for Extracting Customer Behavior

Directory of Open Access Journals (Sweden)

Mark K.Y. Mak

2011-08-01

Full Text Available Facing the problem of variation and chaotic behavior of customers, the lack of sufficient information is a challenge to many business organizations. Human analysts lacking an understanding of the hidden patterns in business data, thus, can miss corporate business opportunities. In order to embrace all business opportunities, enhance the competitiveness, discovery of hidden knowledge, unexpected patterns and useful rules from large databases have provided a feasible solution for several decades. While there is a wide range of financial analysis products existing in the financial market, how to customize the investment portfolio for the customer is still a challenge to many financial institutions. This paper aims at developing an intelligent Financial Data Mining Model (FDMM for extracting customer behavior in the financial industry, so as to increase the availability of decision support data and hence increase customer satisfaction. The proposed financial model first clusters the customers into several sectors, and then finds the correlation among these sectors. It is noted that better customer segmentation can increase the ability to identify targeted customers, therefore extracting useful rules for specific clusters can provide an insight into customers' buying behavior and marketing implications. To validate the feasibility of the proposed model, a simple dataset is collected from a financial company in Hong Kong. The simulation experiments show that the proposed method not only can improve the workflow of a financial company, but also deepen understanding of investment behavior. Thus, a corporation is able to customize the most suitable products and services for customers on the basis of the rules extracted.

Customer-to-customer interactions : Broadening the scope of word of mouth research

NARCIS (Netherlands)

Libai, B.; Bolton, R.; Bügel, M.S.; de Ruyter, K.; Götz, O.; Risselada, H.; Stephen, A.T.

The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous

Determinants of Customer Satisfaction of Banking Industry in Bangladesh

Directory of Open Access Journals (Sweden)

Mohammed Belal Uddin

2012-12-01

Full Text Available This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customersatisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural equation modeling was used to analyze data. Measurement model and structural model indicate that service quality and fair service charge both havepositive direct impact on customer satisfaction in a mass service industry (i.e., banking industry. It was further observed that they also have indirect influence on customer satisfaction through perceive value, i.e. perceived value has mediating role betweenquality, charge fairness and satisfaction. Bank managers are recommended to formulate operations and marketing strategies that focus on desires of customers to enhance level of satisfaction.

CUSTOMER RELATIONSHIPS IN TOURISM-A VERY IMPORTANT SECTOR OF THIS INDUSTRY

Directory of Open Access Journals (Sweden)

GABRIEL SANDA

2015-12-01

Full Text Available The aim of the paper is to show readers the importance of building customer relationships in tourism. The economic and financial crisis started in the years 2007, 2008 has had a serious impact on the economies of all countries and this impact has been noticed also in the tourism area. The economic measures taken have managed to bring a growth in the economy so the passion for travel of many people has continued to arise. The competitive advantage of any company should be the building of customers relationships with customer. It is easier to have loyal customers than to try to attract new ones. A loyal customer will tell other people about his experience if he is satisfied with the services offered. Unfortunately, many managers do not research about the importance of quality models and the influence of quality on the satisfaction of the customer. The satisfaction of the customer will lead to the creation of strong relationships between companies and the customer.

The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

OpenAIRE

Leonata, Devi Rosana

2015-01-01

Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

Investigating The Effects Of Customer Perceptions Resulted From Online Shopping Sites On Customer Satisfaction

OpenAIRE

Dr. vildan ateş

2017-01-01

Customer satisfaction has an important role providing continuity, profitability of online shopping sites and in the development of customer loyalty. The aim of this study is to determine the effects of customer perceptions arising from online shopping sites’ on customers’ satisfaction and to reveal a customer satisfaction model related to customer perceptions. Firstly, the indicators of customer satisfaction about online shopping sites and the customer perceptions thought...

A Comparison of the Approaches to Customer Experience Analysis

Directory of Open Access Journals (Sweden)

Havíř David

2017-08-01

Full Text Available Nowadays, customer experience is receiving much attention in scientific and managerial community. Scholars and practitioners state that customer experience is the next area of competition. For a long time, there has been a call for a uniform, accurate definition, definition of its components, and the development of the customer experience frameworks. As this topic is new, there has been a considerable fragmentation. The question is if the fragmentation is still present and how can we address it. The aim of this paper is to summarize research on customer experience analysis and to explore and compare the dimensions describing customer experience listed in seven conceptual models with findings from 17 research projects on customer experience conducted after the year 2010. The purpose of this is to summarize recent knowledge, get the most comprehensive view on customer experience and its possible decomposition, and to reveal possible relationships between the dimensions. Based on a review of the available literature, the paper juxtaposes several approaches to customer experience analysis and compares their results to find similarities and differences among them. In the first step, the dimensions and factors of the customer experience were extracted from the seven models to analyze customer experience and they were compared with each other. This resulted in a set of dimensions and factors. In the next step, customer experience factors and dimensions were extracted from 17 practical research papers on customer experience. Finally, based on their descriptions and found similarities, the dimensions and factors were put together into several groups, as this grouping and creation of the new universal set of dimensions might solve the fragmentation issue.

Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

Directory of Open Access Journals (Sweden)

Boon-Liat Cheng

2014-06-01

Full Text Available Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.

Is Customer Orientation of Employees Sustainable? A Moderated Mediation Analysis

Directory of Open Access Journals (Sweden)

Junya Cai

2017-07-01

Full Text Available While existing literature has addressed the benefits of customer orientation, less is known about its negative outcomes. This study investigates the mediating effect of emotional dissonance on the relationship between customer orientation and unethical decision-making, and whether this mediating effect is moderated by occupation. A sample of 727 doctors and nurses from three Chinese hospitals completed anonymous questionnaires regarding customer orientation, emotional dissonance, and unethical decision-making. Our findings reveal that the positive relationship between customer orientation and unethical decision-making is fully mediated by emotional dissonance. Furthermore, the mediating effect of emotional dissonance is moderated by occupation, which suggests that the mediating effect of emotional dissonance is stronger for doctors. This study contributes to our understanding of how and for whom customer orientation results in unethical decision-making, and suggests the need to take occupation into account in preventing the negative outcomes of customer orientation.

A MANAGERIAL AND COST ACCOUNTING APPROACH OF CUSTOMER PROFITABILITY ANALYSIS

Directory of Open Access Journals (Sweden)

CARDOS Ildiko Reka

2010-07-01

Full Text Available In the last years many organizations realized that market orientation is essential to their success. Satisfying the needs of customers, offering them products and services which meet their desires and demands, customer loyalty can increase profitability for long term. After analyzing the existing journal literature in this field we would like to emphasize that managerial accounting, cost calculation methods and techniques, the analysis of costs provides relevant information when analyzing the customer’s profitability. We pay special attention on cost systems. An activity based costing approach takes customer profitability to new levels of accuracy and usefulness, provides the basis for creating, communicating and delivering value to the customers.

Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

OpenAIRE

Aprilia, Ariesya

2004-01-01

The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

OpenAIRE

Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

2016-01-01

This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

Customer requirements based ERP customization using AHP technique

NARCIS (Netherlands)

Parthasarathy, S.; Daneva, Maia

2014-01-01

Purpose– Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy

The Features of the Concept of Mass Customization

Directory of Open Access Journals (Sweden)

Ilona Skačkauskienė

2015-06-01

Full Text Available In order to achieve competitive advantage organizations are forced to analyse and discuss application possibilities of customized solutions. Unfortunately, the application of such solutions is associated with increases in costs, raising the time of delivery and decreasing the level of quality compared to mass-produced products. Circa 1990 the concept of mass customization was proposed which solved mentioned problems and which, compared to the mass production, has properties necessary for more efficient adaptation to changing market conditions without making concessions in price, quality and delivery time. This paper analyses the concept of mass customization aiming to define research area in order to adapt the concept for service organizations. The analysis of mass customization definitions presented in the literature was processed and summary presented, this enabled to identify the main dimensions which are characterizing mass individualization. The main types of mass customization were presented and analysed in this article as well. Comparative literature analysis, abstraction and synthesis methods were applied during the research. The results of analysis enabled to formulate guidelines of further research.

Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

Directory of Open Access Journals (Sweden)

Khayala Babayeva

2016-12-01

Full Text Available In modern economies, level of customer satisfaction is main indicator which intends to show organization’s position in comparison with its competitors. Determining customer satisfaction level allows any organization to detect the problems and gives a way in order to solve such issues. In this article, the aim is to measure the satisfaction level of Hyundai customers in Azerbaijan and for that a survey has been conducted. The research has been implemented on two basis: customer Satisfaction of Hyundai clients on a the car they drive; and b the service they have paid for repairing their car in the service center. Authors have developed confidence interval and hypothesis testing for each outcome from the survey. In addition to these, NPS level of Hyundai has been computed. Those figures help the authors to measure the real population’s satisfaction level. The results of the analysis claim that ultimate amount of customers are dissatisfied with car’s quality. Furthermore most of drivers’ satisfaction level of services which Hyundai provides is satisfactory.

Measuring Customer Experience in Bancassurance: An Empirical Study

Directory of Open Access Journals (Sweden)

Mousumi Choudhury

2016-06-01

Full Text Available Purpose – This study attempts to investigate customer experience with respect to the bancassurance channel. Design/Methodology/Approach – The study is based on primary data collected using a structured questionnaire from customers buying life insurance policies from SBI Life through different branches of State Bank of India in the city of Guwahati in the state of Assam, India. Cronbach’s alpha was used to test the reliability of the questionnaire. Statistical tools, such as mean, standard deviation, and factor analysis were used to attain the objective of the study. Findings and implications – The study found that customers have favorable experiences when buying life insurance through the bancassurance channel. There are seven core factors that affect customer experience in bancassurance: ease of buying, whether maturity benefit is received, reliability of the channel, responsiveness of the channel, after-sale services, stock market-related information, and accuracy of the channel. Banks should devise a strategy to sustain favorable experiences of their customers, as this enables banks to retain their existing customers while also attracting new ones. Limitation – The study is restricted to customers buying life insurance policy from various branches of State Bank of India in Guwahati, India. Therefore, longitudinal and cross-sectional research is needed to generalize the findings. Originality – The study is first of its kind and hence original in nature.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM SUCCESS FACTORS: AN EXPLORATORY STUDY

Directory of Open Access Journals (Sweden)

Mohammed ALAMGIR

2015-02-01

Full Text Available Customer relationship management (CRM can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Literature on CRM in an integrative fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other extra-organizational issues like social rapport and customer knowledge. Likewise, CRM success is poorly sketched and social rapport as a facilitator of knowledge generation has received little attention in the previous literature. Therefore, the main purpose of this research is to investigate the role of CRM, customer knowledge and social rapport on CRM success. The present study considers the Resource-based view in developing CRM success framework. A Qualitative research approach has been taken in this study where ten customer-service managers of different telecom operators of Bangladesh have been interviewed. To identify the factors along with their associated variables and also to further develop a research model a content analysis technique has been utilized. The results of the interviews identified three factors affecting CRM success. This paper also highlights the research and managerial implications of the model.  

The Existence of Overall Satisfaction in Service Customer Relationships

Directory of Open Access Journals (Sweden)

Zulganef Zulganef

2006-09-01

Full Text Available Garbarino and Johnson (1999 find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999 finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3% credit cardholders and 186 (48.7% supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.

THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

OpenAIRE

Mohamad Dimyati,

2015-01-01

This study aims to test the effect of a) marketing communication on customer satisfaction; b) marketing communication on customer loyalty; c) customer satisfaction on customer loyalty; and d) to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the ...

From connection to customer

International Nuclear Information System (INIS)

Milatz, H.; Soeters, R.

2001-01-01

Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

Assesment of customer relationship development

OpenAIRE

Dagmar Lesáková

2011-01-01

The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales ...

Modeling switching behaviour of direct selling customers

Directory of Open Access Journals (Sweden)

P Msweli-Mbanga

2004-04-01

Full Text Available The direct selling industry suffers a high turnover rate of salespeople, resulting in high costs of training new salespeople. Further costs are incurred when broken relationships with customers cause them to switch from one product supplier to another. This study identifies twelve factors that drive the switching behaviour of direct sales customers and examines the extent to which these factors influence switching. Exploratory factor analysis was used to assess the validity of these factors. The factors were represented in a model that posits that an interpersonal relationship between a direct sales person and a customer moderates the relationship between switching behaviour and loyalty. Structural equation modeling was used to test the proposed model. The author then discusses the empirical findings and their managerial implications, providing further avenues for research.

Analisa Pengaruh Customer Experience Quality Terhadap Customer Satisfaction Di Hotel Bintang 3 Surabaya

OpenAIRE

Njoto, Mellisa Oktaviani; Tjahyadi, Nency Lifia; Aprillia, Adriana

2016-01-01

Customer experience quality merupakan penilaian yang dirasakan konsumen tentang keunggulan atau superioritas dari pengalaman yang didapatkan oleh konsumen. Dalam penelitian kali ini, peneliti menetapkan customer experience quality sebagai variabel yang mempengaruhi customer satisfaction. Customer experience quality memiliki 8 dimensi, yaitu helpfulness, value for time, customer recognition, promise fulfillment, problem solving, personalization, competence, dan accessibility. Penelitian ini be...

Customization and Customer-Product Learning

DEFF Research Database (Denmark)

Jørgensen, Kaj Asbjørn

2011-01-01

, through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes...

The impact of development of customer online banking skills on customer adviser skills

OpenAIRE

Dubois, M.; Bobillier Chaumon, M.-E.; Retour, Didier

2011-01-01

International audience; The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the req...

THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

Directory of Open Access Journals (Sweden)

Sumadi Sumadi

2015-09-01

Full Text Available The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. Info

THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION

Directory of Open Access Journals (Sweden)

Miswanto Miswanto

2017-09-01

Full Text Available This research examines the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy and store atmosphere on customer satisfaction and the influence of customer satisfaction on repurchase intention, trust, and word of mouth on customers of souvenir stores in Yogyakarta. Selection of the sample is done by using purposive sampling with one criterion: they have shopped in souvenir stores in Yogyakarta. Data are collected by using questionnaires and 200 souvenir store customers participate in this study. The data are analyzed by using Structural Equation Modeling (SEM with Amos computer program. The findings show that none of service quality’s dimension: tangibles and store atmosphere have positive influences on customer satisfaction.

A study on different factors influencing customer satisfaction on industrial market

Directory of Open Access Journals (Sweden)

Alireza Shirani

2014-01-01

Full Text Available Customer satisfaction plays essential role on the success of industrial products such as milk in todays’ marketing planning. In this paper, we present a conceptual model to measure the relative impact of various factors on customer satisfaction. The proposed study of this paper designs a questionnaire and distributes it among managers of a dairy producer named Pegah in city of Esfahan, Iran. Using Pearson correlation ratio as well as stepwise regression technique, the study has found positive and meaningful relationship between customer satisfaction and price, quality of product, distribution and compatibility with customer expectation. In addition, the study detects a negative and meaningful relationship between conflict and customer satisfaction.

Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

Directory of Open Access Journals (Sweden)

Sri Mulyani

2014-02-01

Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

Web Mining of Hotel Customer Survey Data

Directory of Open Access Journals (Sweden)

Richard S. Segall

2008-12-01

Full Text Available This paper provides an extensive literature review and list of references on the background of web mining as applied specifically to hotel customer survey data. This research applies the techniques of web mining to actual text of written comments for hotel customers using Megaputer PolyAnalyst®. Web mining functionalities utilized include those such as clustering, link analysis, key word and phrase extraction, taxonomy, and dimension matrices. This paper provides screen shots of the web mining applications using Megaputer PolyAnalyst®. Conclusions and future directions of the research are presented.

Customized News in Your Mailbox.

Science.gov (United States)

Rudich, Joe

1996-01-01

Customized Internet services deliver news and selected research via e-mail, fax, Web browser, or their own software. Some are clipping services while others are full-fledged online newspapers. Most charge a monthly subscription fee, but a few are free to registered users. Provides the addresses, cost, scope, and evaluation of eight services. (PEN)

All new custom path photo book creation

Science.gov (United States)

Wang, Wiley; Muzzolini, Russ

2012-03-01

In this paper, we present an all new custom path to allow consumers to have full control to their photos and the format of their books, while providing them with guidance to make their creation fast and easy. The users can choose to fully automate the initial creation, and then customize every page. The system manage many design themes along with numerous design elements, such as layouts, backgrounds, embellishments and pattern bands. The users can also utilize photos from multiple sources including their computers, Shutterfly accounts, Shutterfly Share sites and Facebook. The users can also use a photo as background, add, move and resize photos and text - putting what they want where they want instead of being confined to templates. The new path allows users to add embellishments anywhere in the book, and the high-performance platform can support up to 1,000 photos per book and up to 25 pictures per page. The path offers either Smart Autofill or Storyboard features allowing customers to populate their books with photos so they can add captions and customize the pages.

A new methodology to study customer electrocardiogram using RFM analysis and clustering

Directory of Open Access Journals (Sweden)

Mohammad Reza Gholamian

2011-04-01

Full Text Available One of the primary issues on marketing planning is to know the customer's behavioral trends. A customer's purchasing interest may fluctuate for different reasons and it is important to find the declining or increasing trends whenever they happen. It is important to study these fluctuations to improve customer relationships. There are different methods to increase the customer's willingness such as planning good promotions, an increase on advertisement, etc. This paper proposes a new methodology to measure customer's behavioral trends called customer electrocardiogram. The proposed model of this paper uses K-means clustering method with RFM analysis to study customer's fluctuations over different time frames. We also apply the proposed electrocardiogram methodology for a real-world case study of food industry and the results are discussed in details.

Sustainable Development of Slow Fashion Businesses: Customer Value Approach

Directory of Open Access Journals (Sweden)

Sojin Jung

2016-06-01

Full Text Available As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slow fashion products. An analysis of 221 U.S. consumer data revealed that delivering exclusive product value is significantly critical in creating customer value for slow fashion, and customer value, in turn, positively affects consumers’ purchase intentions. Further analysis also revealed that different slow fashion attributes distinctively affect customer value. This provides potential strategies on which slow fashion businesses can focus to secure an economically sustainable business model, thereby continuously improving environmental and social sustainability with the slow fashion ideal.

A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

OpenAIRE

manigeh Bahrainizadeh; Leila Tavasoli

2014-01-01

Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

Impact of delays on customers' safety perceptions and behavioral intentions

Directory of Open Access Journals (Sweden)

Paulo Rocha e Oliveira

2012-10-01

Full Text Available Purpose: The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions.Design/methodology/approach: We modified a customer satisfaction questionnaire to include questions relating to the constructs we wanted to examine and collaborated with a major international airline to collect data from 797 customers through in-flight surveys.Findings: We obtain three key original findings. First, perceived safety exerts a direct positive effect on behavioral intentions. Second, perceived delays exert an indirect effect mediated by perceived safety. Finally, customers believe operational practices affect both delay and safety.Originality/value: This is the first paper that examines the customer's perspective on two of the most important aspects of airline operations management: delays and safety. Our findings are of great value to managers who want to evaluate the impact of delays and safety on customers and to researches interested in the theoretical relationships between these two constructs.

BENEFITSEGMENTATION: Case of a National Bank's Customers in Indonesia

Directory of Open Access Journals (Sweden)

Ahnad Yunianto

2013-08-01

Full Text Available Fierce competition in Indonesian banking industry had forced banks to get closer to their customers in order to maintain their customer base. However, considering the banks limited resources and the market competition, raised question on which customers they should focus to serve. Benefit segmentation as one of the concept of market segmentation, provides a clear picture of which segment or type of customers the bank should focus. Undertaken in a national bank, this research was aimed to identify benefits desired by the customer in financial service; segments for the bank based on those benefits; and to identify whether there is a relationship between customers' demographics and their desired benefits. Factor analysis with principal component method was used to extract 29 banking attributes to a set of factors that capable to capture the main features of the responses. Cluster analysis was then applied to the dataset to identify whether a bundle of benefit might be sought by a specific customer segment. The last, chi-square test was applied to identify whether there is any correlation between the cluster and the demographic variables. Five factors (main benefits sought by the customers were found, namely:  safety-convenience; relational; bank's features; cost; and promotional incentives. Based on those factors, the customers could be classified into four segments, service-oriented (38.41%, rate sensitive (16.85%, incentive seekers (13.30%, and safety-convenience (31.44%. A significant correlation between demographic characteristics (gender, age, education, income, monthly spending, occupation, and number of children and desired customer benefits were found. Therefore, those demographic characteristics could be used to develop the customers' profiles.

Is Mass Customization Sustainable?

DEFF Research Database (Denmark)

Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

2011-01-01

Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

Measuring customer loyalty using an extended RFM and clustering technique

Directory of Open Access Journals (Sweden)

Zohre Zalaghi

2014-05-01

Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

Customer relationship management captures intellectual capital for increased competitiveness

Directory of Open Access Journals (Sweden)

C. R. Van Zyl

2005-12-01

Full Text Available Today, with regards to tangible assets, the corporate playing field has become more or less level with competing organisations producing very similar products and services. The key differentiator for an organisation's offerings now depends upon an organisation's ability to capture and leverage intellectual capital (IC, and especially customer IC. Customers are an invaluable source of two kinds of IC: transactional and innovative. An organisation must implement customer relationship management (CRM initiatives in order to develop and maintain good relationships with customers and in so doing, be able to capture IC. This IC will enable an organisation to be more responsive to new and changing customer needs and preferences and to be better able to customize products and services according to more specific customer profiles: ultimately leading to increased market share, profitability and overall strategic competitiveness. The purpose of this article is to determine how good customer relationships allow for the capture and subsequent leveraging of customer IC for increased competitiveness. In order to fulfill this purpose, the concept of CRM is explored as well as how CRM allows for the capture of both transactional and innovative capital. The strategic benefits of the application of customer IC are then explored, together with an exposition of the CRM implementation challenges facing those organisations that wish to implement a CRM program to capture and leverage customer IC for increased competitiveness. This exploration involved an examination of contemporary literature, theories and business cases and subsequently revealed that CRM is a vital discipline/philosophy that must be implemented by any organisation wishing to achieve greater market efficiency and competitiveness. This competitiveness can only be achieved through the carefully managed unlocking, sharing and leveraging of both transactional and innovative customer intellectual capital.

ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

Directory of Open Access Journals (Sweden)

Latifa Rahma

2016-08-01

Full Text Available This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel. The purpose of this study were 1 to analyze the effects of Service Quality on Customer Satisfaction, 2 to analyze the effects of Service Quality on Customer Loyalty, 3 to analyze the effect of Customer Satisfaction to Customer Loyalty, 4 to analyze the effects of Service Quality on the Brand Image, 5  to analyze the influence of the Customer Satisfaction Brand Image, 6 to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM and analyzed using AMOS. This study shows that 1 Service Quality found to have an influence on Customer Satisfaction, 2 Service Quality found to have an influence on Customer Loyalty, 3 Customer Satisfaction is found to have an influence on Customer Loyalty, 4 Service Quality found to have an influence on brand image, 5 Customer Satisfaction is found to have an influence on Brand Image, 6 Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel

Integrated Cost-Benefit Assessment of Customer-Driven Distributed Generatio

Directory of Open Access Journals (Sweden)

Čedomir Zeljković

2014-06-01

Full Text Available Distributed generation (DG has the potential to bring respectable benefits to electricity customers, distribution utilities and community in general. Among the customer benefits, the most important are the electricity bill reduction, reliability improvement, use of recovered heat, and qualifying for financial incentives. In this paper, an integrated cost-benefit methodology for assessment of customer-driven DG is presented. Target customers are the industrial and commercial end-users that are critically dependent on electricity supply, due to high consumption, high power peak demand or high electricity supply reliability requirements. Stochastic inputs are represented by the appropriate probability models and then the Monte Carlo simulation is employed for each investment alternative. The obtained probability distributions for the prospective profit are used to assess the risk, compare the alternatives and make decisions.

AutoCAD platform customization user interface, AutoLISP, VBA, and beyond

CERN Document Server

Ambrosius, Lee

2015-01-01

Take control of AutoCAD to boost the speed, quality, and precision of your work Senior drafters and savvy users are increasingly taking AutoCAD customization out of the hands of system administrators, and taking control of their own workflow. In AutoCAD Platform Customization, Autodesk customization guru Lee Ambrosius walks you through a multitude of customization options using detailed tutorials and real-world examples applicable to AutoCAD, AutoCAD LT, Civil 3D, Plant 3D, and other programs built on the AutoCAD platform. By unleashing the full power of the software, you'll simplify and str

Space Mission Operations Ground Systems Integration Customer Service

Science.gov (United States)

Roth, Karl

2014-01-01

The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security

Customer relationship management system

OpenAIRE

Selenis, Laimonas

2004-01-01

Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

Marketing assets: Relating brand equity and customer equity

Directory of Open Access Journals (Sweden)

Jaime Romero

2016-03-01

Full Text Available Purpose: Brand equity and customer equity are inextricably linked. Some authors propose that marketing activities build these intangible assets simultaneously. In contrast, others suggest that brand equity is an antecedent of customer equity. In this research, we aim to shed light about the relationship between brand equity and customer equity, by empirically testing these two alternative explanations. Design/methodology/approach: We propose four research models that reflect these two alternatives explanations regarding the link between brand equity and customer equity. In order to estimate these models we employ Structural Equations Modelling. We measure model variables using data collected through a survey to marketing managers of services companies that operate in Spain. We compare these four research models in terms of explanatory power and goodness of fit. Findings: Our results indicate that the models that correspond to the simultaneity approach have a higher explanatory power and goodness of fit than the models that suggest that brand equity is an antecedent of customer equity, thus supporting that these intangible assets are built by marketing activities at the same time. Research limitations/implications: Our results recommend caution when interpreting previous research about the effects of brand (customer equity, as they might indeed correspond to customer (brand management. Similarly, future research focusing on customer and brand management need to take into account both managerial areas in their studies. Practical implications: From a practitioners’ point of view, our findings suggest adopting a brand-customer portfolio approach to enhance company profitability. Similarly, we derive implications for firm valuation processes, which incorporate brand equity and customer equity in their calculations. Originality/value: We empirically study the relationship between brand equity and customer equity, while previous research has analyzed

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

Full Text Available According to the Association of Chartered Certified Accountants (ACCA, the volume of the "shadow" economy in Ukraine is 1.1 trillion hryvnias or 45.1 % of the gross domestic product. Estimates of the Federation of Employers of Ukraine show that only 50 % of payments to the state budget comes from the clearance of goods, while the rest comprise a corruption component of 40 billion UAH for a year. Much of the large companies move non-declared goods across the state border and do not pay taxes. However, at the official level in Ukraine, it is still not accepted to talk about the servicing of the shadow foreign trade by the customs administration and the collection of corrupt rents from illegal trade in the state. Understanding the essence of the problem gives grounds to assert that the corruption risks in the work of customs are laid down in imperfect customs legislation, high tariff rates of duties and taxes, discrete powers of customs inspectors, the regime of customs procedures in the customs control zone, low level of their automation and physical contact of declarants from customs officers. In the customs case, the main type of corruption is bribery and abuse of influence related to the assistance of illegal and criminal activity in the foreign economic sphere. Subjects of foreign economic activity reduce costs and receive revenues through customs fraud or smuggling. Without corruption, this activity is impossible. On the illegal movement of goods and vehicles, smuggling and counterfeiting through the customs border, a criminal corruption business was created for all bodies and services that carry out various types of state control and law enforcement activities in the customs sphere. The most profitable are corruption schemes related to the illegal import / export of three groups of highly liquid products: tobacco products, counterfeit IT products, petroleum products, cars with foreign registration. For an independent study, illegal

Kajian Data Mining Customer Relationship Management pada Lembaga Keuangan Mikro

Directory of Open Access Journals (Sweden)

Tikaridha Hardiani

2016-01-01

Full Text Available Companies are required to be ready to face the competition will be intense with other companies, including micro-finance institutions. Faced more intense competition, has led to many businesses in microfinance institutions find profitable strategy to distinguish from the others. Strategy that can be applied is implementing Customer Relationship Management (CRM and data mining. Data mining can be used to microfinance institutions that have a large enough data. Determine the potential customers with customer segmentation can help the decision-making marketing strategy that will be implemented . This paper discusses several data mining techniques that can be used for customer segmentation. Proposed method of data mining technique is fuzzy clustering with fuzzy C-Means algorithm and fuzzy RFM. Keywords : Customer relationship management; Data mining; Fuzzy clustering; Micro-finance institutions; Fuzzy C-Means; Fuzzy RFM

The effect of corporate image on the formation of customer attraction

Directory of Open Access Journals (Sweden)

Reza Koohjani Gouji

2016-10-01

Full Text Available This paper examines the relationship of corporate image with customer attraction in Irancell Telecommunications Services Company in city of Ahvaz, Iran. The study uses a sample of 384 randomly selected people who use the firm’s services. Measuring tools for corporate image and customer attraction are an 18-item questionnaire of Rampersad (2001 [Rampersad, H. (2001. 75 painful questions about your customer satisfaction. the TQM Magazine, 13(5, 341-347.] and a 14-item questionnaire of Geib (2005 [Geib, M. (2005. Architecture for customer relationship management to attract and retain customers approaches in financial services, IEEE, Proceedings of the 38th Hawaii International Conference on System Sciences.], respectively. Results of regression analysis showed that there was a significant relationship between corporate image and attracting customers in Irancell firm. In addition, dimensions of corporate image including experience, character, competence, quality, differentiation, cost, technology, and culture and cognition increase customer attraction to the company. On the other hand, component of culture has the most effect on attracting customers in this firm.

The Antecedents of Store Image and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Banu Kulter Demirgunes

2016-01-01

Full Text Available Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction.  Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.

The issues of risk, trust, and customer intention: A search for the relationship

Directory of Open Access Journals (Sweden)

Michael Adiwijaya

2017-02-01

Full Text Available The main purpose of this study is explaining the relationship between customers trust, perceived risk and online purchase intention. However, we added e-servicescape as the antecedent of customers trust, perceived risk, and purchase intention. The respondents were 120 online shop customers. The data was processed using SmartPLS 2.0. We found e-Servicescape to be an antecedent of both customer trust and perceived risk, and customer trust to be the antecedent of purchase intention. However, we found that the relationship between customer trust and perceived risk, as well as perceived risk and purchase intention to be insignificant. Our findings and managerial implications are discussed.

Automated visual inspection of moving custom parts

CSIR Research Space (South Africa)

Davrajh, S

2008-01-01

Full Text Available frequencies than batched produced parts. This higher frequency of inspection significantly impacts inspection times, and inherently, production rates. An effective, diverse, accurate, robust, and time efficient method for inspecting custom parts is therefore...

The Effects of Customer Value and Switching Barrier to Customer Loyalty at PT. Telkomsel Manado

OpenAIRE

Mintje, Saniati Muliani M.

2013-01-01

Customer value is customer's perceived preference for and evaluation of those product or service. It is one of factor that can attract customers. While, switching barrier is difficult of switch product or service by a customer who is not satisfied with the existing service. It is a factor that can keep customers. so, with definition of Customer Value and Switching barrier above, it can concluded that, by creating Customer value and Switching Barrier it can create customer loyalty. The Pur...

The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

Directory of Open Access Journals (Sweden)

Bashar Ahmed

2015-07-01

Full Text Available AbstractE-CRM electronic customer relationship management is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base segmentation of high valued customers enhancing the profitability of existing customer and maximize the value and life of profitable customers.

How customer satisfaction changes behavior: A case study of banking industry

Directory of Open Access Journals (Sweden)

Hossein Vazifedoost

2013-06-01

Full Text Available An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

Pengaruh Customer Satisfaction terhadap Customer Retention (Survei Pelanggan J.co Donut & Coffee Malang)

OpenAIRE

Tanjung, Andhika; Sanawiri, Brillyanes

2017-01-01

This research aims to identify influence of Customer Satisfaction, to Customer Retention. The independent varible in this research are Customer Satsisfaction (X), with the dependent variable Customer Retention (Y). The type of research is explanatory research with quantitative approach. The object of research is the customer J.Co Donut & Coffee with minimum purchase at least 2 times. The sampling after selectes by purposive sampling tehcnique is as many as 116 people of respondents. The d...

Using Customer Relationship Trajectories to Segment Customers and Predict Profitability

OpenAIRE

Mark Tanya; Niraj Rakesh; Dawar Niraj

2007-01-01

A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the patterns of business customers’ buying behavior, or trajectories th...

Efek Customer Customer Interaction Terhadap Satisfaction Dan Word of Mouth Pada Hotel Mandarin Oriental

OpenAIRE

Hijir, Putri

2016-01-01

The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this re...

Online Customization of Retailers’ Activities

Directory of Open Access Journals (Sweden)

Natorina Alona O.

2017-03-01

Full Text Available The aim of the article is to develop recommendations on correct online customization of retailers’ activities in the online space based on results of studying and analyzing trends in digital activity of consumers under real time conditions and taking into account the factors directly influencing buyers’ purchasing from corresponding online retailers. The trends of changes in digital forms of contacting consumers in different countries and regions of the world are studied, and their access to the digital content with details of gadget types and devices is analyzed. The level of digital activity of consumers in the online space is diagnosed in accordance with the consumer inclusion index using the GfK methodology. It is grounded that retailers are advisable to look for new tools of online customization with mandatory consideration of consumer preferences, which depend on the influence of various factors on their behavior. It is found out that a high level of online confidence in a retailer acts as a catalyst for purchasing on the Internet, and factors influencing it are identified. The prerequisites for successful online customization of retailers’ activities are considered, and categories of behavioral patterns of potential buyers to achieve the most effective digital promotion of retailers in the online space are proposed. The aspects of online customization that guarantee the necessary level of competitiveness of retailers for effective functioning in the online space are justified.

The Patronage Behaviour of Islamic Bank’s Customers: Empirical Studies in Aceh

Directory of Open Access Journals (Sweden)

M. Shabri Abd. Majid

2016-07-01

Full Text Available This study is aimed at empirically exploring the pertinent factors, which customers and non-customer perceive as germane to their selection of Islamic bank in Aceh, Indonesia. A sample of 300 customers and non-customer of Bank Aceh Syariah were selected based on the convenience sampling technique. Using the logistic regression technique, the study documented that the customers’ selection of the banks were influenced by the factors of banks’ characteristic, services and trust, shari’ah compliance, and physical objects. Of these factors, banks’ characteristic and shari’ah compliance were found to be the most pertinent factors perceived by the customers and non-customer to their selection of Islamic bank in Aceh, Indonesia. These findings imply that to attract more customers, the Islamic bank should enhance their unique characteristics and products’ compliance.DOI:10.15408/aiq.v8i2.3139

Customer satisfaction.

Science.gov (United States)

Vukmir, Rade B

2006-01-01

This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

Customer loyalty in the South African long-term insurance industry

Directory of Open Access Journals (Sweden)

Leon du Plessis

2013-04-01

Full Text Available The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via Customer Relationship Management (CRM as the intervening variable within the South African long-term insurance environment. Primary data were gathered using a questionnaire, with items referring to Customer Relationship Management, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four customer walk-in centres of a long-term insurance provider in South Africa. Data were factor-analysed. One independent variable, conflict handling, exerted a statistically significant positive influence on the intervening variable (CRM, whilst two-way communication exerted a statistically significant negative influence on the intervening variable. This variable (CRM positively influenced the dependent variable (customer loyalty. If long-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created amongst customers. The study revealed that the majority of customers (51.53% strongly agree that two-way communication is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a negative relationship between the perceived two-way communication by a long-term insurance organisation and CRM at the insurance provider in South Africa. In terms of conflict handling, the study revealed that the majority of customers (45.69% strongly agree that conflict handling is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a positive relationship between perceived conflict handling by a long-term insurance provider and CRM at the organisation in South

Investigating the effects of smart technology on customer dynamics and customer experience

OpenAIRE

Foroudi, Pantea; Gupta, Suraksha; Sivarajah, Uthayasankar; Broderick, Amanda

2018-01-01

Increased use of smart technologies by customers is leading to recognition of their influence on the shopping experiences of customers by practitioners. However, the academic literature fails to acknowledge the influence of smart technology usage, combined with behavioural intention of the customer, on the dynamics and experience of customers. This research utilises explanatory research at the preliminary stage to examine this phenomenon in a retail setting. A conceptual framework was created...

The case for customer loyalty.

Science.gov (United States)

Sturm, Arthur C

2004-09-01

How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

THE DIRECT AND INDIRECT EFFECTS OF CUSTOMER FOCUS ON PERFORMANCE IN PUBLIC FIRMS

Directory of Open Access Journals (Sweden)

Zulnaidi Yaacob

2014-06-01

Full Text Available It has been demonstrated within the literature that the practice of customer focus is significantly associated with customer satisfaction. However, the possibility that the construct of customer focus may affect other relevant measures remains underexplored. As such, this paper discusses the effect that customer focus has on organizational performance, operating upon the premise that customer satisfaction is an end result of other relevant performance measures such as employee satisfaction, innovation, and cost benefits. Data were collected from 205 managers within the public service sector, all of whom were directly involved with the process of customer focus. The results of this study revealed that customer focus is a significant predictor of employee satisfaction, innovation, and customer satisfaction. The structural model developed also indicated that there is an indirect relationship between customer focus and customer satisfaction, as determined by employee satisfaction. In addition, the effect of customer focus on innovation is mediated by employee satisfaction. Therefore, this model implies that the practice of customer focus may enable public firms to increase their levels of performance.

SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

Directory of Open Access Journals (Sweden)

Azman Ismail

2016-03-01

Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

SVX Sequence Crate Custom J2/J3 Backplane

International Nuclear Information System (INIS)

Utes, M.

1997-01-01

The Custom J2/J3 Backplane is a full length (21 slot) user specified custom 3U backplane to be used in both the J2 and J3 positions. Slot spacing is identical to that used for VME (0.8-inch), and each backplane shall fit into a standard Eurocard VME style crate. The purpose of the Custom J2/J3 Backplane is to send and receive control and clock signals from the SVX chips via 3M pleated foil cables (Slots 2-21), and in slot 1, accept a cable connector and route its signal through to a signal distribution board.

Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

OpenAIRE

Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

2006-01-01

Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...

Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences

Energy Technology Data Exchange (ETDEWEB)

Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

1994-11-01

The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

The impact of the logistics management in customer satisfaction

Directory of Open Access Journals (Sweden)

Ghoumrassi Amine

2017-07-01

Full Text Available Logistics management is one of nowadays tools to face economic challenges; it’s a mix of business and core activities of the organization. The supply and distribution activities integrated together form what’s known as logistics activities. The logistics activities within a business organization attempt to satisfy customers through achieving the time and location related market challenges and also through the cost of the service provided as well as the quality, taking into consideration customers needs and purchase power. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Customer satisfaction is also a way to determinate the continuity of the business or of a product life by measuring the loyalty of the customers. If the customers are happy and satisfied, it will ensure the continuity of sales which means the continuity of the business. In the past customer satisfaction was more focused on requirements such as quality and reliability reducing costs of poor quality. In mid 50’s the production costs were continuously increasing, The way to maintain the company’s position within a changing market and increase profit starts by focusing on the service provided to the customer and on decreasing the cost, logistics activities became the backbone of these organizations that target the customer satisfaction while achieving competitive advantage. This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues.

PREPAID TELECOM CUSTOMERS SEGMENTATION USING THE K-MEAN ALGORITHM

Directory of Open Access Journals (Sweden)

Marar Liviu Ioan

2012-07-01

Full Text Available The scope of relationship marketing is to retain customers and win their loyalty. This can be achieved if the companies’ products and services are developed and sold considering customers’ demands. Fulfilling customers’ demands, taken as the starting point of relationship marketing, can be obtained by acknowledging that the customers’ needs and wishes are heterogeneous. The segmentation of the customers’ base allows operators to overcome this because it illustrates the whole heterogeneous market as the sum of smaller homogeneous markets. The concept of segmentation relies on the high probability of persons grouped into segments based on common demands and behaviours to have a similar response to marketing strategies. This article focuses on the segmentation of a telecom customer base according to specific and noticeable criteria of a certain service. Although the segmentation concept is widely approached in professional literature, articles on the segmentation of a telecom customer base are very scarce, due to the strategic nature of this information. Market segmentation is carried out based on how customers spent their money on credit recharging, on making calls, on sending SMS and on Internet navigation. The method used for customer segmentation is the K-mean cluster analysis. To assess the internal cohesion of the clusters we employed the average sum of squares error indicator, and to determine the differences among the clusters we used the ANOVA and the post-hoc Tukey tests. The analyses revealed seven customer segments with different features and behaviours. The results enable the telecom company to conceive marketing strategies and planning which lead to better understanding of its customers’ needs and ultimately to a more efficient relationship with the subscribers and enhanced customer satisfaction. At the same time, the results enable the description and characterization of expenditure patterns

Delivering customer solutions

International Nuclear Information System (INIS)

Bergsma, J.

1997-01-01

Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values.

Science.gov (United States)

Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

2018-03-01

The goal of customer retention campaigns, by design, is to add value and enhance the operational efficiency of businesses. For organizations that strive to retain their customers in saturated, and sometimes fast moving, markets such as the telecommunication and banking industries, implementing customer churn prediction models that perform well and in accordance with the business goals is vital. The expected maximum profit (EMP) measure is tailored toward this problem by taking into account the costs and benefits of a retention campaign and estimating its worth for the organization. Unfortunately, the measure assumes fixed and equal customer lifetime value (CLV) for all customers, which has been shown to not correspond well with reality. In this article, we extend the EMP measure to take into account the variability in the lifetime values of customers, thereby basing it on individual characteristics. We demonstrate how to incorporate the heterogeneity of CLVs when CLVs are known, when their prior distribution is known, and when neither is known. By taking into account individual CLVs, our proposed approach of measuring model performance gives novel insights when deciding on a customer retention campaign. The method is dependent on the characteristics of the customer base as is compliant with modern business analytics and accommodates the data-driven culture that has manifested itself within organizations.

Relationship intention amongst clothing retail customers: An exploratory study

Directory of Open Access Journals (Sweden)

Stefanie W. Kuhn

2015-08-01

Full Text Available Orientation: Increasing competition has resulted in clothing retailers placing more emphasis on expensive relationship marketing tactics to retain customers. The retailers often use customers’ loyalty programme membership and the duration of their support to identify and target them in relationship-building efforts. Research purpose: This study determines the viability of relationship intention by measuring and categorising clothing customers according to their relationship intentions. The study also explores the duration of customer support for a clothing retailer, membership of their loyalty programme and the relationship thereof with customers’ relationship intentions towards that retailer. Motivation for the study: Relationship building efforts would be better directed at customers with relationship intentions. Research design, approach and method: Quantitative in nature, this study followed a descriptive research design and used an interviewer-administered survey to collect data from 511 clothing retail customers residing in the greater Pretoria metropolitan area. Main findings: Clothing retailers can effectively determine and categorise customers according to their relationship intentions. The duration customers have supported a clothing retailer and its loyalty programme has no relationship with their relationship intentions. Practical/Managerial implications: Clothing retailers should focus their relationship building on customers with relationship intentions, as they are more likely to respond favourably. They are more likely to be retained by the clothing retailer and provide a return on investment. Contribution/value-add: This study gives clothing retailers a reliable and valid measuring instrument that can be used to identify customers with relationship intentions, rather than relying on the duration of the customers’ support and their loyalty programme membership.

BUILDING A RELATIONSHIP WITH THE CUSTOMER: A CRM VERSUS A QM PERSPECTIVE

Directory of Open Access Journals (Sweden)

Sandru Ioana Maria Diana

2009-05-01

Full Text Available Customer relationship management (CRM and quality management (QM both define the customer as being the focus of all business activities. The question arises on how these two concepts work together. In the change defined environment, where getting ahead

Customer perceived value—Conceptualization and avenues for future research

Directory of Open Access Journals (Sweden)

Alexander Zauner

2015-12-01

Full Text Available Given the present dynamic consumption environment due to technological innovations as well as interlinked economic developments on the macro-, micro-, and societal-level, researchers and managers have been increasingly showing interest in the concept of customer perceived value. However, especially given its vast empirical application, surprisingly little effort has been paid to synthesize various perspectives on the dimensionality, abstraction, and model taxonomy of customer perceived value. Therefore, based on a comprehensive literature review, this article identifies the predominant conceptualization of customer perceived value, thus also providing a sound basis for future empirical assessments of this concept, and discusses avenues for future research. In addition to contributing to research, this study also contributes to practice by comprehensively positioning customer perceived value as a key source of competitive advantage in the context of relationship marketing, management, and business models.

The decision optimization of product development by considering the customer demand saturation

Directory of Open Access Journals (Sweden)

Qing-song Xing

2015-05-01

Full Text Available Purpose: The purpose of this paper is to analyze the impacts of over meeting customer demands on the product development process, which is on the basis of the quantitative model of customer demands, development cost and time. Then propose the corresponding product development optimization decision. Design/methodology/approach: First of all, investigate to obtain the customer demand information, and then quantify customer demands weights by using variation coefficient method. Secondly, analyses the relationship between customer demands and product development time and cost based on the quality function deployment and establish corresponding mathematical model. On this basis, put forward the concept of customer demand saturation and optimization decision method of product development, and then apply it in the notebook development process of a company. Finally, when customer demand is saturated, it also needs to prove the consistency of strengthening satisfies customer demands and high attention degree customer demands, and the stability of customer demand saturation under different parameters. Findings: The development cost and the time will rise sharply when over meeting the customer demand. On the basis of considering the customer demand saturation, the relationship between customer demand and development time cost is quantified and balanced. And also there is basically consistent between the sequence of meeting customer demands and customer demands survey results. Originality/value: The paper proposes a model of customer demand saturation. It proves the correctness and effectiveness on the product development decision method.

Exploring Relationship between Brand Equity and Customer Loyalty on Pharmaceutical Market

Directory of Open Access Journals (Sweden)

Jasmina Dlačić

2014-09-01

Full Text Available By maintaining continuous satisfaction and high level of the brand’s equity the customers express the intention of long-term buying of product and their choice spreads on other products in the organization’s portfolio. By developing a brand which represents value to the customers, the customers’ satisfaction will grow reinforcing relationship between satisfaction and brand development. Purpose of this paper is to obtain insight about the relationship between elements of brand equity and customer loyalty among self-medication products. The research results show that elements of brand equity do increase customer brand loyalty. But not all elements do contribute in the same manner.

Customer Lifetime Value as the 21st Century Marketing Strategy Approach

Directory of Open Access Journals (Sweden)

Jan Rozek

2014-06-01

Full Text Available Many studies show that marketing has recently lost its strategic position within companies. Customer Lifetime Value represents a relatively new approach to reestablishing marketing´s position as the core management instrument in market driven companies. The main goal of this paper is to summarize the current development and basic principles of the Customer Lifetime Value conceptual model, which sets customers back into the position of key company assets. The paper presents findings that prove the need for a marketing focus change in order to be able to properly manage customer relationships and secure a company’s long-term sustainable development.

The Antecedents of Store Image and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Banu Külter Demirgüneş

2014-07-01

Full Text Available Definition ofstore image is argued to be useful if it predicts phenomena such assatisfaction, loyalty, customer retention and other attitudinal and behavioraloutcomes. Previous researches show that customers are affected by the storeattributes and consider them to assess perceived benefits and attitudes. One ofthe biggest challenges for companies is to build a positive image. Knowing thealternatives which could be used to form a positive image is an importantissue.A positive image which iscreated in the customer’s mind about store is seen to have a strong andpositive influence on satisfaction. A satisfied customer is likely to be loyalto the store. Therefore, image and customer satisfaction gain importance in thestores which aim to survive.     This study focuses on store image, customer satisfaction and therelationship between them. The study primarily explains these two concepts, andthen provides a literature review on the researches related with them. The study presents researches in which store image andcustomer satisfaction are separately discussed, thus it also shows othervariables which can be influential on these concepts. Implications for bothstore image theory and practices are discussed. The literature review revealsthat store image plays an important role in customer satisfaction.  Sincemost of the studies in literature are based on retail industry, in this study‘store’ concept mostly refers to ‘retail store’.

Cluster Analysis of Customer Reviews Extracted from Web Pages

Directory of Open Access Journals (Sweden)

S. Shivashankar

2010-01-01

Full Text Available As e-commerce is gaining popularity day by day, the web has become an excellent source for gathering customer reviews / opinions by the market researchers. The number of customer reviews that a product receives is growing at very fast rate (It could be in hundreds or thousands. Customer reviews posted on the websites vary greatly in quality. The potential customer has to read necessarily all the reviews irrespective of their quality to make a decision on whether to purchase the product or not. In this paper, we make an attempt to assess are view based on its quality, to help the customer make a proper buying decision. The quality of customer review is assessed as most significant, more significant, significant and insignificant.A novel and effective web mining technique is proposed for assessing a customer review of a particular product based on the feature clustering techniques, namely, k-means method and fuzzy c-means method. This is performed in three steps : (1Identify review regions and extract reviews from it, (2 Extract and cluster the features of reviews by a clustering technique and then assign weights to the features belonging to each of the clusters (groups and (3 Assess the review by considering the feature weights and group belongingness. The k-means and fuzzy c-means clustering techniques are implemented and tested on customer reviews extracted from web pages. Performance of these techniques are analyzed.

Customer churn prediction using a hybrid method and censored data

Directory of Open Access Journals (Sweden)

Reza Tavakkoli-Moghaddam

2013-05-01

Full Text Available Customers are believed to be the main part of any organization’s assets and customer retention as well as customer churn management are important responsibilities of organizations. In today’s competitive environment, organization must do their best to retain their existing customers since attracting new customers cost significantly more than taking care of existing ones. In this paper, we present a hybrid method based on neural network and Cox regression analysis where neural network is used for outlier data and Cox regression method is implemented for prediction of future events. The proposed model of this paper has been implemented on some data and the results are compared based on five criteria including prediction accuracy, errors’ type I and II, root mean square error and mean absolute deviation. The preliminary results indicate that the proposed model of this paper performs better than alternative methods.

Models of Customer Behavior as a Basis of Marketing Strategy

Directory of Open Access Journals (Sweden)

T A Ivanova

2012-06-01

Full Text Available The article is devoted to the analysis of six main models of customer behavior in contemporary society and the specific tasks of marketing departments of companies at today's stage of development. The given models take into consideration: motives for choosing a product, the degree of product awareness and independence of choice, the degree of customer satisfaction with the product, lines and possibilities of making an impact on customer choice through marketing and promotion stimulation. The author believes that these models may serve as a basis in the formation of effective marketing strategies, as they describe the customers in all the stages of their actions in the process of buying products, accumulating and analyzing the experience of using them.

Social Customer Relationship Management: A Case Study

Directory of Open Access Journals (Sweden)

Paliouras Konstantinos

2017-06-01

Full Text Available Social Customer Relationships Management (CRM is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are used in CRM. Social CRM is in particularly analyzed, since this new trend requires active engagement by customers and other stakeholders. The engagement process is essential to successful Social CRM and to successful social business practices. Finally, we describe experiences from three family businesses that introduced Social CRM as a result of a project carried out as an assignment in the ‘Social Media Networking’ module of the MSc course in ‘Web Intelligence’ at the Department of Informatics of Alexander Technological Educational Institute of Thessaloniki. The assignment of the groups was to create a Social CRM Strategy in collaboration with a company. This study is a follow-up of the outcome of the projects carried out in the autumn semester 2014 and 2015. The results show that all three companies consider that Social CRM is an excellent tool for obtaining real time valuable data about customers and a cheap way to reach them.

Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank

Directory of Open Access Journals (Sweden)

Hossein Rahimi Koloor

2015-03-01

Full Text Available This study develops a communication model. The purpose of this research was designing a regression model and developing a structural equation modeling (SEM for earning loyalty of Tejarat Bank customers. Given this concept, a questionnaire was designed and distributed among branches of Tejarat Bank in Ardabil. The data analyzed using LISREL software within the framework of path analysis using SEM model. Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively. The findings of the study are discussed in detail.

A Heuristic Algorithm for Constrain Single-Source Problem with Constrained Customers

Directory of Open Access Journals (Sweden)

S. A. Raisi Dehkordi∗

2012-09-01

Full Text Available The Fermat-Weber location problem is to find a point in R n that minimizes the sum of the weighted Euclidean distances from m given points in R n . In this paper we consider the Fermat-Weber problem of one new facilitiy with respect to n unknown customers in order to minimizing the sum of transportation costs between this facility and the customers. We assumed that each customer is located in a nonempty convex closed bounded subset of R n .

Customer Oriented System of Values Research

Directory of Open Access Journals (Sweden)

Teodora ROMAN

2014-12-01

Full Text Available There is a wind of change in the past few years in the business environment regarding the customer value perspectives. This paper delivers a framework that entails the value creation development. Academics and business practitioners are interested in defining the concept of value and, more clearly, customer value. The objective met by the system of values in a company is to create principles that deliver the image of company internally and externally. It is about what the employees should know and what the customer should feel or see related to that company. It is very important from the point of view of competition in the market. The purpose of this study is to analyze and characterize through an econometric model the importance of customer oriented system of value in the companies from Iasi through a defined database. Identification of subgroups within the database could help elucidate trends and facilitate future model value building. The main objective is to reveal if the companies from Iasi have a stated or applied system of value and which is the place of customer-oriented value occupies in any system of value from the companies from Iasi. The foundations of the projects ensure that the design is conducted effectively and efficiently. Findings can be used as recommendations for the firms in Iasi because this paper considers and quantifies how the system of value of an organization is addressed and its importance in the context of the companies of Iasi County.

DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

Directory of Open Access Journals (Sweden)

BRUTU MĂDĂLINA

2015-07-01

Full Text Available Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: presenting the concept of customer relationship management; the importance of companies’ orientation to the market; identifying a model of customer relationship management and, not least, analyzing the efficiency of this model. The results lead to the conclusion that the model of customer relationship management is extremely effective in the mobile phone industry, bringing significant profits.

RELATIONSHIP AMONG CORPORATE IMAGE, INTANGIBLE PERCEIVED QUALITY, CHOOSING, HABIT AND CUSTOMER LOYALTY

Directory of Open Access Journals (Sweden)

Maryam REHMAN

2012-01-01

Full Text Available This study explores relationships among Corporate Image, Intangible Perceived Quality, Choosing, Habit and Customer Loyalty and investigates the pivotal role these variables play in establishing and maintaining healthy base of loyal customers. Data were collected from Pakistani bank account holders and the empirical findings showed that corporate image plays the most important role in establishing and maintaining customer loyalty in the markets. Organizations always look forward to long lasting success. In order to be successful in the long run, they need to keep abreast with all of their stakeholders. Out of the stakeholders, customers are considered to be the most important one. Customer Loyalty is a psychological motive which today’s managers are considerate about. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty.

Innovative Product Design Based on Comprehensive Customer Requirements of Different Cognitive Levels

Directory of Open Access Journals (Sweden)

Xiaolong Li

2014-01-01

Full Text Available To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP, the importance of the customer requirements is evaluated. Quality function deployment (QFD is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach.

77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Science.gov (United States)

2012-11-14

... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

The impact of e-ticketing technique on customer satisfaction: an empirical analysis

Directory of Open Access Journals (Sweden)

Mazen Kamal Qteishat

2015-09-01

Full Text Available Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian airline passengers that had booked flights in the last 12 months through companies offering e-ticketing services was acquired. The findings indicate that customer satisfaction with e-ticketing services was influenced by all of the independent variables measured (Data security, Customer and Technical Support, and User-Friendliness were noted to have significant impact on customer satisfaction with e-ticketing services.

Internal marketing, customer orientation, and organizational commitment: moderating effects of work status.

Science.gov (United States)

Huang, Meiju; Chen, Mei-Yen

2013-08-01

Associations among internal marketing, customer orientation, and organizational commitment were examined, particularly with regard to the moderating effects of work status on the relationships between internal marketing and customer orientation or organizational commitment, in a cross-sectional design with structural equation modeling. Two studies (Ns = 119 and 251) were conducted among full- and part-time service employees at Taipei Sports Centers. Internal marketing was associated with organizational commitment and customer orientation. Customer orientation was associated with organizational commitment and partially mediated the relation between internal marketing and organizational commitment. Furthermore, work status significantly moderated the relationships between internal marketing and customer orientation but not between internal marketing and organizational commitment. Implications and directions for future research were discussed.

Customer Integration during Innovation Development

DEFF Research Database (Denmark)

Pedrosa, Alex

2012-01-01

of companies’ growing interest in effectively collaborating with customers, research has investigated the importance of firm–customer interaction during innovation development. However, despite valuable insights into the performance-enhancing effects of customer integration, research has thus far overlooked......To stay viable, companies need to increase their innovation development investments over time. However, successful innovation development also cannot happen without customers, and thus companies seek opportunities to enhance their knowledge of current and future customer needs. As a result...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...

Pengaruh Hubungan Pelanggan (Customer Relationship) Terhadap Nilai Pelanggan (Customer Value) Pada Grosir Busana Muslim Ud. Leni

OpenAIRE

Napitupulu, Romeo Sahala

2016-01-01

Customer relationship is the company's strategy to gain profit through customer management efforts . Customer relationship is a process of changing customer behavior from time to time and learn from every customer interaction , adjust the action , and strengthen the bond between the customer and the company. This is the main principle that is important in marketing . There are two activities in a customer relationship are: consumer information and complaint handling . Customer relationship cl...

Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

NARCIS (Netherlands)

Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and

Discrimination against customers by retail chain stores and the impact of the law

Directory of Open Access Journals (Sweden)

K Reddy

2014-10-01

Full Text Available Profit and other related objectives of business emphasise the need to distinguish between different customers or groups of customers. The South African Constitution, on the other hand, specifically prohibits unfair discrimination. This paper examines the legal principle of non-discrimination, as set out in the Constitution and the Equality Act, as well as the impact that these provisions have on discrimination against customers. The literature study shows that there is a legal obligation on business to ensure the provision of equitable customer service. An exploratory study was conducted among the customers of retail chain store outlets in Clermont, a historically disadvantaged area, to identify examples of differentiated treatment of customers by retail chain stores. Customer perceptions have in fact shown areas of differentiation which could be viewed as unfair discrimination unless justified

Focusing on customer service.

Science.gov (United States)

1996-01-01

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

Energy efficiency effect on the public street lighting by using LED light replacement and kwh-meter installation at DKI Jakarta Province, Indonesia

Science.gov (United States)

Sudarmono, Panggih; Deendarlianto; Widyaparaga, Adhika

2018-05-01

Public street lighting consumes large energy for the public interest, but many street lights still do not use energy-saving technologies. In 2014, Provincial Government of DKI Jakarta operated 179,305 units of street lights. Of the number of installed armature, 92 % of them or 166,441 units are HPS (High-Pressure Sodium) armatures which are inefficient. In 2016, the Provincial Government of DKI Jakarta cut down the energy used for street lighting, by implementing the programs of kWh-meter installation in every street lighting panel and use energy-saving lamps equipped with the smart system. The Provincial Government of DKI Jakarta is registered with 6,399 customer IDs in PLN (State Owned Electric Company), and gradually carried out the kWh Meter installation and changes to the contract. The program to use energy-saving lights done by replacing the HPS armature that is not energy efficient to LED armature which is known to be energy efficient. Until the end of 2016, the number of armatures that has been replaced was 89,417 units. The research results on 25 samples of PLN customer IDs and the replacement of 2,162 units armature, showed that the energy efficiency through kWh meter installation and armature replacement reduce the power consumption from 330,414 kWh to 71,278 kWh or by 78.43%. Generally, there was a decrease in the value of electricity bill compared to the before the replacement. The program of kWh-meter installations and replacement of the armature has a payback period of 2.66 years.

Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

OpenAIRE

Santoso, Ivandy

2015-01-01

Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

OpenAIRE

Süleyman BARUTCU

2007-01-01

A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

Investigating the service brand: A customer value perspective

Directory of Open Access Journals (Sweden)

Leyla Heydari

2014-04-01

Full Text Available This paper examines the effect of the service brand on the customer value–loyalty process. The study includes the traditional effect of brand image plus three additional influences, which reflects the broader service perspective including company image, employee trust, and company trust. Using survey data of a sample of 385 bank customers, the analysis indicates there is a direct influence of some of the perspectives of the brand on customers' perceptions of value. The results indicate that brand image, organization image, trust to firm influence positively on quality of services. In addition, brand image, organization image, quality of services and trust to firm influence on customer’s perspective where quality of services maintains the lowest impact and corporate image has the highest impact on customer’s perspective.

Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting

Directory of Open Access Journals (Sweden)

Ha Thu Nguyen

2018-04-01

Full Text Available Sustainable services are often regarded as sustainable strategies and operations producing goods and services that satisfy customer needs and significantly improve social and environmental performance. To be sustainable, service providers must satisfy consumers’ needs or otherwise they will become redundant and economically irrelevant. This paper presents the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017. A path analysis technique is applied to test the proposed framework on the direct and indirect relationship between variables. The results of statistical analysis indicate that customer satisfaction in life-insurance services is significantly explained by such factors as corporate image, service quality and perceived value. Our findings suggest that a life-insurance service provider should focus on enhancing service quality and corporate image in order to obtain customer satisfaction that leads to customer loyalty.

Segmentation in sport services: a typology of fitness customers

Directory of Open Access Journals (Sweden)

Josef Voráček

2016-02-01

Full Text Available This article considers customer typology in fitness centres. The main aim of our survey is to state the basic segments of fitness customers and create their typology. A survey was conducted on a sample of 1004 respondents from 48 fitness centres. We used questionnaires and latent class analysis for the assessment and interpretation of data. The results of our research are as follows: we identified 6 segments of typical customers, of which three are male (we called them student, shark, mature and three are female (manager, hunter, and student. Each segment is influenced primarily by the age of customers, from which we can develop further characteristics, such as education, income, marital status, etc. Male segments use the main workout area above all, whilst female segments use a much wider range of services offered, for example group exercises, personal training, and cardio theatres.

A Research Review on the Key Technologies of Intelligent Design for Customized Products

Directory of Open Access Journals (Sweden)

Shuyou Zhang

2017-10-01

Full Text Available The development of technologies such as big data and cyber-physical systems (CPSs has increased the demand for product design. Product digital design involves completing the product design process using advanced digital technologies such as geometry modeling, kinematic and dynamic simulation, multi-disciplinary coupling, virtual assembly, virtual reality (VR, multi-objective optimization (MOO, and human-computer interaction. The key technologies of intelligent design for customized products include: a description and analysis of customer requirements (CRs, product family design (PFD for the customer base, configuration and modular design for customized products, variant design for customized products, and a knowledge push for product intelligent design. The development trends in intelligent design for customized products include big-data-driven intelligent design technology for customized products and customized design tools and applications. The proposed method is verified by the design of precision computer numerical control (CNC machine tools.

Performance in Service Marketing from Philosophy to Customer Relationship Management

Directory of Open Access Journals (Sweden)

Victor Danciu

2007-08-01

Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

The mismanagement of customer loyalty.

Science.gov (United States)

Reinartz, Werner; Kumar, V

2002-07-01

Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

Technology acceptance model and the paths to online customer loyalty in an emerging market

Directory of Open Access Journals (Sweden)

Nguyen Thi Tuyet Mai

2013-12-01

Full Text Available The technology acceptance model (TAM has been well-known for decades. However, the global adoption of the Internet creates new interests in utilizing TAM in e-commerce and the post-consumption intention, especially in emerging markets. Data was collected from 758 online customers via a web-based survey in Vietnam. Particular contribution of the results is that perceived usefulness, perceived ease of use, fairness, trust and the quality of the customer interface have direct or indirect impacts on customer satisfaction and customer loyalty. Moreover, in emerging markets, trust was outlined as the strongest factor contributing to customer satisfaction and leading to customer loyalty.

Analyzing effects of service encounter quality on customer satisfaction in banking industry

Directory of Open Access Journals (Sweden)

Hossein Gazor

2012-04-01

Full Text Available Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively.