Customer Satisfaction: Six Strategies for Continuous Improvement

2001 ◽  
Vol 46 (2) ◽  
pp. 82-85 ◽  
Author(s):  
Gail Scott
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement

scholarly journals ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PT PELNI (PERSERO)

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Arif Fatkur Rohman ◽  
Bambang Syairudin ◽  
Endah Angreni
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Shopping Centers ◽  
Analysis Method ◽  
Clean Room ◽  
High Quality ◽  
Repair Service ◽  
Research Results ◽  
Sample Data

Development and competition business of transporting had been restrictive. Each operators race competition do innovation, efficiency, and continuous improvement. The customers of PT Pelni from year to year continues to decrease. Although actually PT Pelni also improve themselves, repair service and innovation, but still be unable to improve the number of passengers. This study attempts to know the level customer satisfaction PT Pelni to make known well and innovation that has done is in line with hope customers. The measurement of the customer satisfaction PT Pelni done with the approach servqual method. Aspects which are under consideration includes 5 dimensions main namely tangibles, reliability, responsiveness, assurance, and empathy which divided in 29 indicators variable. This research using respondents as the sample. Data analysis used the analysis method servqual and cartesious diagrams. The research results show that there are inconquirity between hope customers by the fact experienced. The largest is in dimension tangible, with the gap an average of -1,3.While gap smallest there are in dimension responsiveness -0,42. Analysis by diagram cartecious show you some attribute in the main priority improvement: furnishings that high quality (2), facilities shopping centers on a vessel (4), the availability of a bed with the corresponding numbers of a ticket (6), size cabin large (7), and the condition a clean room (8). All those attributes including in dimension of tangible.

Building a Vision for Quality Education

1993 ◽  
Vol 3 (3) ◽  
pp. 260-268 ◽  
Author(s):  
Gray Rinehart
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Education System ◽  
School Administration ◽  
Educational Practice ◽  
Quality Education ◽  
American Industry ◽  
The World

The concepts of customer satisfaction and continuous improvement of products and service form the foundation of the quality philosophy that swept across American industry during the 1980s. The translation of the concepts from industrial to educational practice is proceeding in many areas across the country and around the world, where the principles are being applied to school administration, curricula and teaching. One of the first and most necessary tasks in expanding and solidifying this effort is formulating and communicating a broad, compelling vision to unite different elements of the education system together in pursuing continuous improvement. The construction of a vision for quality is the focus of this article.

Customer satisfaction study using the Servqual method

2018 ◽  
Vol 2 (86) ◽  
pp. 78-84
Author(s):  
A. Kania ◽  
K. Plasczyk
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Consumer Satisfaction ◽  
Design Methodology ◽  
Perceived Quality ◽  
Service Improvement ◽  
Simple Tool ◽  
Metalworking Industry ◽  
Analysis Of Results ◽  
A Company

Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.

scholarly journals Penerapan Manajemen Mutu Ekstrakurikuler Karya Ilmiah di SMA Muhammadiyah 1 Taman Sidoarjo

MANAZHIM ◽  
2020 ◽  
Vol 2 (2) ◽  
pp. 172-181
Author(s):  
M. Nashiiruddin Addaa’i ◽  
Akhtim Wahyuni
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Extracurricular Activities ◽  
Scientific Work ◽  
Total Quality ◽  
Academic Quality ◽  
Customer Involvement ◽  
Scientific Papers ◽  
Planning Implementation

The success of extracurricular activities depends on quality or quality management or management processes. Therefore, this study aims to describe the application of quality management for extracurricular activities of teenage scientific papers including planning, implementation and evaluation activities in order to get customer satisfaction, be able to optimize aspects of everyone, carry out fact-based management and make continuous improvements. The research method used is descriptive qualitative research through observation, interviews and documentation. This research was conducted at SMA Muhammadiyah 1 Taman, which one of the visions is excellent academic quality. The application of extracurricular quality management of youth science consists of planning activities including customer involvement in the selection of supervisors to planning work programs that can be carried out and always carrying out joint evaluations, implementing activities including the involvement of each student in scientific competitions at regional, national and international levels, as well as evaluation activities. through discussion and project improvement and more intensive coaching. The application is adjusted to the quality management principle of Edward Sallis known as total quality management, namely customer satisfaction, aspects of everyone, management based on facts and continuous improvement which results in increased extracurricular achievements of scientific work in scientific competitions that are followed. The conclusion of this study is the application of extracurricular quality management of youth science consisting of planning, implementation and evaluation activities on the basis of quality management in the form of customer satisfaction, aspects of everyone, fact-based management and continuous improvement.

scholarly journals Factors of quality management system influencing organizational performance: A study of pharmaceutical factories getting GMP certificate in Vietnam

2020 ◽  
Vol 6 (1) ◽  
Author(s):  
Nguyen Thuy Quynh Loan
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Organizational Performance ◽  
Product Quality ◽  
Product Design ◽  
Continuous Improvement ◽  
Management System ◽  
Quality Management System ◽  
Employee Involvement ◽  
Key Factors

A study objective is to identify key factors of QMS (Quality Management System) influencing the organizational performance in pharmaceutical factories getting GMP (Good Manufacturing Practices) certificate. The original research model consists of eight independent factors (leadership, process management, education and training, supplier management, customer focus, employee involvement, product design, and continuous improvement) and three dependent factors related to organizational performance (productivity, product quality and customer satisfaction). The study collects 265 suitable questionnaires filled by middle managers or the top managers of the pharmaceutical factories getting GMP in Vietnam. The results identify key factors of QMS as leadership, employee involvement towards customer focus, and continuous improvement towards product design have positively impact to organizational performance that is represented by productivity and product quality, customer satisfaction. The study thensuggests managerial implications to top management of pharmaceutical factories in improving performance through enhancing key factors of QMS implementation.

scholarly journals SUPPLY CHAIN QUALITY MANAGEMENT (SCQM) PRACTICES AND THE EFFECTS ON CUSTOMERS’ SATISFACTION IN THE BREWERY COMPANIES IN CAMEROON

2020 ◽  
Vol 5 (1) ◽  
pp. 73-86
Author(s):  
Nicodemus Tiendem ◽  
Elle Serge Messomo ◽  
Sama C. Molem ◽  
Sunday Agbor Mbu
Keyword(s):  
Supply Chain ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Top Management ◽  
Management Commitment ◽  
Top Management Commitment

Purpose: The heightening of competitive pressures has led companies to utilizing quality management practices through indirect competition. The brewery companies in Cameroon recently are noticing a wide variety of practices to this effect. This paper so sort to identify the supply chain quality management practices suitable for the brewery companies in Cameroon and also to examine their effects on customer satisfaction. Methodology: The study made use of a case study survey research design. The quest for originality and the desire to address issues particular to the brewery companies in Cameroon gave room for the use of primary data collected using a survey questionnaire. From a diverse population 200 customers of the four principal brewery companies in the South West Region participated in the study. The Cronbach’s Alpha was used to identify key constructs of supply chain quality management while the OLS technique was used to examine their effects on customer satisfaction. Results: The study found that the supply chain quality management practice suitable for the brewery companies in Cameroon were top management commitment, strategic supplier partnerships, customer relationship management, information sharing and continuous improvement and innovation. Further, top management commitment, strategic supplier partnerships, customer relationship management, continuous improvement and strategic supplier partnership were found to significantly affect customer satisfaction at 5% level of significance while information sharing was insignificant. Generally, 39.9% of variations in customer satisfaction were as a result of changes in supply chain quality management. Unique contribution to theory, policy and practice: The unique contribution to practice rest on clearly identifying the constructs of supply chain quality management suitable to the brewery companies in Cameroon. In relation to theory the study established a significant relationship between supply chain quality management and customer satisfaction and made policy recommendations for the implementation of top management commitment, customer relationship management, continuous improvement and strategic supplier partnership.

scholarly journals Implementation of Lean Six Sigma in public Road Transportation

2019 ◽  
Vol 9 (1) ◽  
pp. 4937-4940
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Customer Requirements ◽  
Road Transportation ◽  
Defect Reduction ◽  
Defect Identification ◽  
Public Road ◽  
Lean Tools

This paper presents the defect identification, defect reduction and continuous improvement in public road transportation by using lean six sigma methodologies. Lean methodologies will reduce the waste i.e. unnecessary efforts or tasks. The main aim of lean is to improve productivity i.e. to increase profit to the organization. The six sigma methodologies are centered towards the elimination of variations i.e. reduction of defects. The main objective of six sigma is 3.4 defects per million opportunities, whichlead to fulfilling the customer requirements. The six sigma tools arearithmeticaland statistical based. The lean mainly focused on the flow and the six sigma mainly focused on the problem. By combining, these two methodologies and implementing in public road transportation will leads to increase the profit of the organization and customer satisfaction. The results achieved by using DMAIC methodology and lean tools.

scholarly journals PENGARUH IMPLEMENTASI TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (12) ◽  
pp. 6931
Author(s):  
Arifin Al Amiri M ◽  
Kastawan Mandala
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Operations Management ◽  
Total Quality ◽  
Customer Data ◽  
Variable Focus ◽  
Positive Effect

This research was conducted at Kober Mie Setan. The number of samples taken as many as 150 people Kober Mie customer. Data collection done through questionnaires. Based on the results of the analysis it wasfound that the variable focus on customers, obsession with quality, teamwork and continuous improvement simultaneously had significant effect on customer satisfaction. The results of testing the partial test hypothesis revealed that each variable focused on the customer, obsession with quality, teamwork and continuous improvement had a significant positive effect  customer satisfaction. From the results of the partial test it is known that the focus variable on the customer is the most dominant variable affecting customer satisfaction. The coefficient determination of 0.731 shows that 73.1 percent variations in customer satisfaction can be explained by four independent variables used  the regression equation, while the sisas are 26.9 percent explained other variables outside the four variables used  this study. Keywords: customer satisfaction, operations management, total quality management

Integration Between Knowledge Management and Total Quality Management in Jordanian Universities

2018 ◽  
pp. 256-295
Author(s):  
Issa Mahmoud Shehabat ◽  
Mohammad Berrish
Keyword(s):  
Knowledge Management ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Strong Correlation ◽  
Total Quality ◽  
Management Philosophy ◽  
The Past

Resulting from the development of management theory in the past few years, knowledge management has emerged, which is identifying information of value and how to use it well, as well as understanding cognitive assets of an organization and how to exploit them. Knowledge management is important and necessary for the survival of an organization and its superiority. It can be integrated into the philosophy of total quality management to play a role in the development of the basis of performance of modern organizations. The total quality management philosophy seeks to achieve customer satisfaction through the commitment of the leadership of an organization and its workers by a process of continuous improvement of the quality of performance in various aspects of an organization. This chapter aims to identify the integration between knowledge management and total quality management, when applied to public Jordanian universities as a sample for the study. The chapter found the presence of integrity and a strong correlation between knowledge management and total quality management.

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