Quality improvement initiatives based on customer and service provider perspectives in shopping malls

2018 ◽  
Vol 10 (2) ◽  
pp. 176-195 ◽  
Author(s):  
Fatma Pakdil ◽  
Feride Bahar Kurtulmuşoğlu
Keyword(s):  
Service Delivery ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Relative Weight ◽  
Shopping Malls ◽  
Content Type ◽  
Technical Requirements ◽  
Provider Perspectives ◽  
Voice Of Customer ◽  
The Voice

PurposeThe purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls.Design/methodology/approachQFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform.FindingsOn customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “providing services for disabled customers” and “security of mall” customer expectations. On engineering side, “employees’ attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators” were determined to be the most important technical requirements.Originality/valueIntegrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.

scholarly journals Analisis Kinerja Situs Web Perusahaan Asuransi Umum Terbuka Studi Kasus: 8 (Delapan) Perusahaan Asuransi Umum Terbuka di Indonesia

2012 ◽  
Vol 3 (1) ◽  
pp. 595
Author(s):  
Brata Wibawa Djojo
Keyword(s):  
Quality Function Deployment ◽  
Insurance Companies ◽  
Insurance Company ◽  
House Of Quality ◽  
Customer Expectation ◽  
Technical Requirements ◽  
General Insurance ◽  
Voice Of Customer ◽  
The Voice ◽  
Quality Tool

The company’s product and service can be uploaded and accessed in website. It will make the customer easier to find for any information of product offered or about the company itself through company’s website. Product(s) and service(s) information of the general insurance company in the website are the important things to make their customer learn about the product, know the company and (perhaps) make a transaction on there. This research is to measure the website performance of the go-public general insurance companies: how they fulfill the customer expectation of the information and service provided in their website properly. The research uses a non-statistical method, Quality Function Deployment (QFD) methodology. It uses House of Quality tool in graph and matrices to gather the Voice of Customer (VoC) for customer’s requirements of website performance and the Voice of the Engineer (Technical Requirements), which is described for the website characteristic in terms of the function itself. Through this analysis, it will be set the development targets of the website performance of 8 (eight) go-public general insurance companies in Indonesia. It may be as an input for each company to review their website performance further.

An empirical investigation of tourist’s choice of service delivery options

2017 ◽  
Vol 29 (7) ◽  
pp. 1892-1913 ◽  
Author(s):  
Arun Kumar Kaushik ◽  
Zillur Rahman
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Technology Readiness ◽  
Extensive Literature ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Service Employees ◽  
Delivery Options

Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived usefulness (PU) of SSTs and need for interaction (NI) with service employees have been taken as crucial mediating variables to examine the effects of perceived ease of use and technology readiness index personality dimensions toward SST and employee-based service adoption. Findings Findings reveal that both “NI” and “PU” play significant roles in Technology Readiness and Acceptance Model (TRAM) when tourists select one of two service delivery options – SSTs and service employees. Research limitations/implications The foremost limitation of the study is its dependence on domestic tourist samples. However, such samples were chosen because tourists comprising these samples tend to use similar service delivery options more, in turn increasing their use of SSTs available in sample hotels. Practical implications The study gives a deeper understanding of TRAM with an extremely crucial mediating variable (NI) in an offline service context. It also provides useful insights to service providers and policy makers for developing new strategies and policies to enhance user experience. Social implications This study recommends the usage of numerous SSTs by tourists. Originality/value During extensive literature review carried out in this research, no study was found that proposed such an effective framework in an offline service context.

Innovation of SME service industry in Indonesia in improving customer satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lim Sanny ◽  
Verencia Angelina ◽  
Bernando Budi Christian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Industry ◽  
Air Conditioner ◽  
Sound System ◽  
Content Type ◽  
Strategic Option ◽  
Technical Requirements ◽  
Research Company

Purpose Small-medium enterprise (SME) service industry is an industry that continues to experience growth in developed and developing countries, including Indonesia. SME service industry that engaged in the service industry, namely, rental for generator set, air conditioner and sound system. In recent years, this SME has been experienced in declining in sales and getting some complaints from their customers. Many studies suggest that service quality and customer satisfaction are the key factors in the service industry. The purpose of this paper is to analyze the quality of service based on the customer’s perspective. Design/methodology/approach Data was collected using a combination of literature review, interview, brainstorming and questionnaires and analyzed by using importance-performance analysis (IPA) and quality function deployment (QFD) model. Findings This research resulted in nine technical requirements that allow the company to focus on these attributes to help the company enhance its customer satisfaction. Practical implications Based on the theory, applying service quality, IPA and also QFD will result in customer satisfaction. Practically the enhancement in customer satisfaction is not as easy as expected. Nowadays, customers always expect more and more and it is impossible to fully captured customers’ needs and always satisfy customers. Nevertheless, for this research company can understand their customers better, companies can evaluate their performances based on the customers’ perspective and know their customers’ needs. The company also know their strengths and weaknesses to allocate the resources and maximize their potential. Last but not least, the company is able to know their strategic priority that needs to be done for their better performance in the future to fulfill their customers’ needs and hope to enhance their customer satisfaction Originality/value A lot of research about customer satisfaction but still limited especially in the service industry in Indonesia using a combination of IPA and QFD model. So this research will give benefit for SMEs in Indonesia to allocate their resources more effectively by looking at the results of the four quadrants of IPA and house of quality (HOQ) framework can be used for a company as the references for their priority strategic option. Yet, to keep improving, the company recommended reviewing HOQ periodically.

Introducing multivariate Markov modeling within QFD to anticipate future customer preferences in product design

2018 ◽  
Vol 35 (3) ◽  
pp. 762-778 ◽  
Author(s):  
Katerina Gotzamani ◽  
Andreas Georgiou ◽  
Andreas Andronikidis ◽  
Konstantina Kamvysi
Keyword(s):  
Quality Function Deployment ◽  
Fuzzy Ahp ◽  
Markov Modeling ◽  
Design Decisions ◽  
Content Type ◽  
Customer Preferences ◽  
First Time ◽  
The Voice ◽  
Product Specifications

Purpose The purpose of this paper is to provide an enhanced version of quality function deployment (QFD) that captures customers’ present and future preferences, accurately prioritizes product specifications and eventually translates them into desirable quality products. Under rapidly changing environments, customer requirements and preferences are constantly changing and evolving, rendering essential the realization of the dynamic role of the “Voice of the Customer (VoC)” in the design and development of products. Design/methodology/approach The proposed methodological framework incorporates a Multivariate Markov Chain (MMC) model to describe the pattern of changes in customer preferences over time, the Fuzzy AHP method to accommodate the uncertainty and subjectivity of the “VoC” and the LP-GW-AHP to discover the most important product specifications in order to structure a robust QFD method. This enhanced QFD framework (MMC-QFD-LP-GW-Fuzzy AHP) takes into consideration the dynamic nature of the “VoC” captures the actual customers’ preferences (WHATs) and interprets them into design decisions (HOWs). Findings The integration of MMC models into the QFD helps to handle the sequences of customers’ preferences as categorical data sequences and to consider the multiple interdependencies among them. Originality/value In this study, a MMC model is introduced for the first time within QFD, in an effort to extend the concept of listening to further anticipating to customer wants. Gaining a deeper understanding of current and future customers’ preferences could help organizations to design products and plan strategies that more effectively and efficiently satisfy them.

Market-mediated authenticity in culturally themed culinary space

2018 ◽  
Vol 21 (3) ◽  
pp. 353-374 ◽  
Author(s):  
Nilanjana Sinha ◽  
Himadri Roy Chaudhuri ◽  
Jie G. Fowler ◽  
Sitanath Mazumdar
Keyword(s):  
Service Providers ◽  
Participant Observation ◽  
Cultural Continuity ◽  
Structured Interviews ◽  
Design Data ◽  
Global Marketplace ◽  
Content Type ◽  
Four Dimensions ◽  
Provider Perspectives ◽  
Cultural Boundaries

PurposeThis paper aims to explore authenticity as a multidimensional construct from both consumer and service provider perspectives in the context of culturally themed restaurants in Kolkata, India.Design/methodology/approachUtilizing a phenomenological design, data have been collected through participant observation, photographs and semi-structured interviews in Bengali-themed restaurants over a two-year period.FindingsBy articulating the processes and dimensions that operate behind the narrative of authenticity, the findings display the interaction between market/cultural forces and the perception of authenticity. These reveal that authenticity embraces four major categories, namely, traditional, staged-form, postmodern and constructivist.Research limitations/implicationsThis study provides insights into the collective role of both consumers and service providers in mediating perceptions of authenticity. Theoretically, this study contributes to the literature by articulating four dimensions of authenticity.Practical implicationsPractically, this study assists marketers with insights into the balance of authenticity and the commoditization of culture.Originality/valueAs globalization weakens cultural boundaries and jeopardizes regional identities, there is a need for reassuring cultural continuity that upholds ethnic legacy for local consumers. Thus, this study provides theoretical and practical insights for both researchers and practitioners concerned about maintaining authenticity in a global marketplace.

Service provider perspectives on treating adolescents with co-occurring PTSD and substance use: challenges and rewards

2019 ◽  
Vol 12 (4) ◽  
pp. 173-183
Author(s):  
Emma Louise Barrett ◽  
Zachary W. Adams ◽  
Erin V. Kelly ◽  
Natalie Peach ◽  
Rachel Hopkins ◽  
...  
Keyword(s):  
Substance Use ◽  
Clinical Training ◽  
Online Survey ◽  
Service Providers ◽  
Post Traumatic Stress ◽  
Content Type ◽  
Provider Perspectives ◽  
Post Traumatic ◽  
New Treatment ◽  
Client Emotions

Purpose Post-traumatic stress disorder (PTSD) and substance use disorder (SUD) frequently co-occur (PTSD+SUD). The onset of these disorders often occurs during adolescence. There is limited understanding of the perspectives of service providers working with this population. The purpose of this paper is to identify the practices, attitudes, experiences and training needs of Australian service providers treating adolescents with PTSD+SUD. Design/methodology/approach Service providers in Australia were invited to complete an anonymous online survey regarding their experiences working with adolescents who have PTSD+SUD. Ninety participants completed the 48-item survey that comprised multiple choice and open-ended questions. Findings Service providers estimated that up to 60 per cent of their adolescent clients with PTSD also have SUD. They identified case management, engaging with caregivers and difficult client emotions as specific challenges associated with working with this population. Despite this, providers rated treating PTSD+SUD as highly gratifying for reasons such as teaching new coping skills, developing expertise and assisting clients to achieve their goals. There were mixed perspectives on how to best treat adolescents with PTSD+SUD, and all participants identified a need for evidence-based resources specific to this population. Originality/value This is the first survey of Australian service providers working with adolescents who experience PTSD+SUD. The findings improve our understanding of the challenges and rewards associated with working with this population, and provide valuable information that can enhance clinical training and guide the development of new treatment approaches for this common and debilitating comorbidity.

Development of E-Saving Glass by Malaysia Overview Using Quality Function Deployment Method for Market Transformation

2015 ◽  
Vol 761 ◽  
pp. 594-598
Author(s):  
Syaiful Rizal Hamid ◽  
Boon Cheong Chew ◽  
Muhammad Azfar Abdullah ◽  
Sarah Halim
Keyword(s):  
Quality Function Deployment ◽  
Market Research ◽  
New Product ◽  
Customer Requirements ◽  
Quality Function ◽  
Factors Analysis ◽  
Market Transformation ◽  
Voice Of Customer ◽  
The Voice ◽  
Qfd Method

This paper discusses the development of E-saving glass (ESG) in Malaysia by using quality function deployment (QFD) method for market transformation. This paper focuses on two objectives, i.e., (i) to investigate the suitability of the ESG in Malaysian market for customer satisfaction, product quality and manufacturer competitiveness by using systematic tools of QFD process, and (ii) the implementation of ESG by looking at factors analysis based on QFD method and Malaysian market transformation. The QFD method is utilised by a multidisciplinary team to translate a set of customer requirements (the “voice of customer” (VOC)), market research and technical benchmarking data into an appropriate number of prioritised engineering targets that could be met by a new product design.

Do task- and relation-oriented customers co-create a better quality of service?

2015 ◽  
Vol 53 (1) ◽  
pp. 179-197 ◽  
Author(s):  
Fung Yi Millissa Cheung ◽  
Wai Ming To
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Information Sharing ◽  
Service Management ◽  
Service Providers ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Involvement ◽  
Management Literature

Purpose – The purpose of this paper is to explore how task- and relation-oriented customers co-create high quality services with frontline employees from the perspective of customer-dominant (C-D) logic. Design/methodology/approach – The authors reviewed the service management literature and identified a number of critical components that help service providers understand the psychology and behaviour of their customers, and how their customers perceive service encounters. The authors tested the theoretical model using a random survey sample of 707 consumers in Hong Kong. Findings – The authors found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators of value play a dominant role in service encounters. Research limitations/implications – The authors contribute to the existing management literature by identifying the importance of the C-D logic for service delivery and management. In particular, the involvement of customers with different motivational orientations through information sharing significantly affects customers’ perceived service quality and satisfaction. Originality/value – The paper enhances the understanding of customer’s logic by exploring the conditions and process between customer involvement and service delivery. Further directions for theoretical and empirical research are suggested.

In the eye of the beholder

2020 ◽  
Vol 54 (5) ◽  
pp. 1087-1116
Author(s):  
Shahin Sharifi ◽  
Gerri Spassova
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Service Failure ◽  
Experimental Conditions ◽  
Content Type ◽  
Customer Information ◽  
Service Failure And Recovery ◽  
Self Construal ◽  
Public Nature ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach Three experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects are driven by differences in perceived interactional and distributive justice. Research limitations/implications This study uses three scenario-based experiments to test the hypotheses. While providing greater control of the experimental conditions, the external validity of the results is to some extent sacrificed. Moreover, this research does not investigate observers’ reactions to the interactional aspect of recovery. Practical implications When handling service failure, firms are required to anticipate and address not only the responses of the target customers involved but also those of potential observers. Providers can accordingly use available customer information to gauge customers’ likely self-construal and to adjust their service delivery and recovery tactics. Providers can influence observing customers’ reactions by creating a servicescape that activates a desired self-construal. Originality/value This research is one of a few to examine the effect of service failure and recovery on observing customers, and the first to do so via the lens of self-construal. It contributes to the literature on service failure and recovery and the literature on self-construal and has practical implications for service providers. The value of this research is further highlighted given the increasingly public nature of services and the multicultural context of service delivery.

Service failure in higher education institutions

2020 ◽  
Vol 34 (1) ◽  
pp. 45-55 ◽  
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Higher Education ◽  
Service Delivery ◽  
Delivery System ◽  
Critical Incident ◽  
Service Providers ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Service Delivery System ◽  
Content Type ◽  
Employee Response

Purpose Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education. Design/methodology/approach In this study, three categories of service failure, namely, employee response to service delivery system failure, employee response to customer needs and requests, and unprompted and unsolicited employee actions were used to categorise 45 critical incidents obtained from 30 students at a university of technology. Findings The results showed that service delivery system failures account for the biggest number (51 per cent) of service failure incidents captured in this study. Research limitations/implications The critical incident technique which relies on the respondents’ memory to recall service failure incidents was used to collect information. The drawback is that memory can be fallible and students may end up exaggerating service failure incidents. Practical implications This study can assist higher education institutional managers to understand the nature of service failure incidents that lead to student dissatisfaction. Originality/value This study is unique as it presents service failure incidents from the developing world and further provides the basis for creation of service recovery strategies.

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