Analysis of Customer Expectations for the Introduction of New Telecommunications Services

1999 ◽  
pp. 167-178
Author(s):  
Isabella Maria Palombini ◽  
Bartolomeo Sapio
Keyword(s):  
Customer Expectations ◽  
Telecommunications Services

PENGARUH INPUT PROSES RELATIONSHIP MARKETING TERHADAP OUTPUT PROSES RELATIONSHIP MARKETING

2019 ◽  
Vol 27 (2) ◽  
pp. 190-206
Author(s):  
Surawan Setya Budi S
Keyword(s):  
Relationship Marketing ◽  
Research Use ◽  
Measuring Instrument ◽  
Total Quality ◽  
Input Process ◽  
Customer Expectations ◽  
Simultaneous Test ◽  
Marketing Process ◽  
Process Understanding ◽  
The Relationship

This research use relationship marketing teory which applied 4 factor of input process understanding customer expectations, building service partnerships, empowiring employers, and total quality management, and output relationship marketing process: customer satisfaction and customer layalty. The objective of this research is to find out wich factors of input process that has more impact on the output process in relationship marketing. There are 60 trusted correspondencea from Grand Inna Malioboro Hotel customer whom at least have been stayed at the hotel three times. The method of collecting data in these research use questioners and Likert scale measuring instrument 5 points that will be tested by the instrument and analyzed by using regressision analysi the simultaneous test of variabel for the relationship marketing input s. The result of the instrument shows the items used are valid and reliable. It displays the outpout process passed the assumtions test, while the signifikacant relationship marketingto the output of relationtionship marketing, For the passive test of vareable input process relationship marketing with the ouput process relationship marketing shows all significant variables unless vareabel understands customer expectations does not have a significant effect on the process of output relationship marketing

ANALISA PERBANDINGAN DALAM RANGKA PEMILIHAN BEBERAPA IP UPSTREAM PROVIDER DI PT. INDOSAT

2018 ◽  
Vol 4 (1) ◽  
pp. 57
Author(s):  
Yuli Anwar ◽  
Dahlar .
Keyword(s):  
Business Strategy ◽  
High Speed ◽  
Human Life ◽  
Sustainable Growth ◽  
The Internet ◽  
Network Service Provider ◽  
High Speed Data ◽  
Telecommunications Services ◽  
The Cost ◽  
Internet Network

Abstract. One of the advances in information technology that now has changed the outlook and human life, business process and business strategy of an institution is the internet. The internet is a very large networks that connected to computers and serves throughout the world in one centralized network. With the internet we can access data and information anytime and anywhere.    As one provider of high-speed data communications services and the pioneer of the internet network service provider in Indonesia that provides integrated services, as well as one of the pioneer development of internet services that provide extensive services in the building and apply it throughout Indonesia. Indosat ready to seize opportunities for sustainable growth of business spectrum are still sprawling Indonesia.    Therefore, Indosat continues to focus on the development of increased efforts to provide the best service for customers of Indosat. Indosat will continue to develop and expand network coverage and a larger investment that the company will achieve excellence in the field of integrated telecommunications services.    Ranking by region of the IP Providers can be seen by grouping IP Providers, and management over IP Providers prefer to choose providers based on where it orginates as an example for the region of the U.S if it will be preferred providers that come from U.S. providers.With the commencement of the internet network optimization start early in 2008 with the selection of the appropriate IP Upstream Provider criteria, it is up to date according to data obtained from Indosat, seen any significant changes to the cost of purchasing capacity of the IP Upstream.    Based on the data obtained that until Q3 or September 2008, the number of IP Upstream Providers that previously there were 20 to 10 IP Upstream Provider, IP Transit Price total decrease of 11% to the price of IP Transit Price / Mbps there is a decrease of 78%, while from the capacity bandwith an increase of 301% capacity from 2008.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Changing Customer expectations & preferences in Indian Banking

2011 ◽  
Vol 1 (6) ◽  
pp. 200-202
Author(s):  
Smita S Shetty ◽  
Keyword(s):  
Customer Expectations

A Study of Trade Policy on telecommunications services and Its Implications

2009 ◽  
Vol 11 (2) ◽  
pp. 259-279
Author(s):  
강신원 ◽  
Bae Hong-Kyun ◽  
조석홍
Keyword(s):  
Trade Policy ◽  
Telecommunications Services

DEVELOPMENT OF VALUATION METHOD OF THE STATUS OF BASE STATIONS FOR DETERMINING THE NEED OF THEIR UPGRADING

2017 ◽  
pp. 60-70
Author(s):  
Natalya Ivanovna Shaposhnikova ◽  
Alexander Aleksandrovich Sorokin
Keyword(s):  
Decision Making ◽  
Fuzzy Sets ◽  
Cellular Network ◽  
New Technologies ◽  
Base Station ◽  
Base Stations ◽  
Valuation Method ◽  
The Status ◽  
Telecommunications Services ◽  
Theory Of Fuzzy Sets

The article consideres the problems of determining the need to modernize the base stations of the cellular network based on the mathematical apparatus of the theory of fuzzy sets. To improve the quality of telecommunications services the operators should send significant funding for upgrading the equipment of base stations. Modernization can improve and extend the functions of base stations to provide cellular communication, increase the reliability of the base station in operation and the functionality of its individual elements, and reduce the cost of maintenance and repair when working on a cellular network. The complexity in collecting information about the equipment condition is determined by a large number of factors that affect its operation, as well as the imperfection of obtaining and processing the information received. For a comprehensive assessment of the need for modernization, it is necessary to take into account a number of indicators. In the structure of indicators of the need for modernization, there were introduced the parameters reflecting both the degree of aging and obsolescence(the technical gap and the backlog in connection with the emergence of new technologies and standards). In the process of a problem solving, the basic stages of decision-making on modernization have been allocated. Decision-making on the need for modernization is based not only on measuring information that takes into account the decision-makers, but also on linguistic and verbal information. Therefore, to determine the need for upgrading the base stations, the theory of fuzzy sets is used, with the help of which experts can be attracted to this issue. They will be able to formulate additional fuzzy judgments that help to take into account not only measuring characteristics, but also poorly formalized fuzzy information. To do this, the main indicators of the modernization need have been defined, and fuzzy estimates of the need for modernization for all indicators and a set of indicators reflecting the need for upgrading the base stations have been formulated.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

Modern patterns of development of the communication and informatization sphere

2019 ◽  
pp. 14-19
Author(s):  
Maryna Demyanchuk
Keyword(s):  
Economic Development ◽  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Economic Resource ◽  
Telecommunication Services ◽  
The World ◽  
Information And Communication ◽  
Per Capita ◽  
Ict Development ◽  
Telecommunications Services

Information and telecommunication services are currently a full-fledged resource for social development compared to traditional resources. The growth of the level of scientific and technological progress has led to the incredibly fast development paces in the sphere of information and communication technologies, which has a significant impact on the development of the economy. On the basis of a thorough analysis of the sectors of information and communication technologies and components of the ICT development index, the article substantiates the need for accelerated digitization of the majority of enterprises of different spheres of economic activity with the aim of qualitative development of Ukrainian economy in order to increase its competitiveness in the world. This is explained by the fact that information and technology represent the main economic resource in the period of formation of information society and digital economy, and enterprises of the sphere of communication and informatization are a catalyst for social and economic development of the country as a whole. Using a methodological toolkit of the theory of systematic and correlation-regression analysis, an economic-mathematical model of the development of the sphere of communication and informatization in the regions of the world and individual countries of the world is constructed. It is based on the existing pattern of leading development of the communications sector, but takes into account the degree of economy dependence on the ICT development, which in some regions and countries is 100%. This is due to the approaching mass availability of ICT services in some countries in these regions. On the basis of the constructed model, the forecasting of GDP PPP per capita was carried out, which showed faster rates of growth of the country’s economy with the growth of the development level of the sphere of communication and informatization and accessibility of telecommunication services. In turn, the availability of telecommunication services is influenced by the digital skills of society and the level of their prices, which has necessitated determining the dependence of GDP PPP per capita on prices for communication services of countries with varying degrees of socio-economic development. This makes it possible to identify reserves for improving the productivity of individuals while increasing the availability of telecommunications services.

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