Internal customer service assessment of cataloging, acquisitions, and library systems

2015 ◽  
Vol 31 (4) ◽  
pp. 219-248 ◽  
Author(s):  
Rebecca Mugridge ◽  
Nancy M. Poehlmann
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Assessment Tool ◽  
Survey Instrument ◽  
Original Research ◽  
Science Literature ◽  
Content Type ◽  
Process Improvements ◽  
Internal Customer ◽  
Technical Services

Purpose – The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units. Findings from such a survey provide the evidence needed to implement process improvements, conduct strategic planning and more. The survey used in this case study can be adapted by other libraries or library units to conduct assessment, gauge customer satisfaction and identify areas for process improvements. Design/methodology/approach – The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services. Findings – Survey results demonstrated that customer surveys are a valuable assessment tool and can be used as an evidence-based approach to library management. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed and more. Practical implications – This paper provides an approach to conducting a customer service survey, an analysis of potential benefits and a survey instrument that others could adapt to use in their own libraries. The survey instrument can be used not only for assessment of technical services and library systems, but by other functional units in all types of libraries. Originality/value – This paper and approach is original research; there are no other papers on this topic in the library and information science literature.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

Role of internal service quality in enhancing patient centricity and internal customer satisfaction

2019 ◽  
Vol 13 (1) ◽  
pp. 2-20 ◽  
Author(s):  
Gyan Prakash ◽  
Shefali Srivastava
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Coordinated Care ◽  
Health Care Environment ◽  
Care Environment ◽  
Content Type ◽  
Patient Centred Care ◽  
Internal Customer ◽  
Organisational Support

Purpose The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored. Design/methodology/approach Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling. Findings The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care. Research limitations/implications The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care. Practical implications Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action. Social implications This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner. Originality/value This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

The “service excellence chain”: an empirical investigation in the healthcare field

2020 ◽  
Vol 32 (6) ◽  
pp. 1623-1663
Author(s):  
Roberta Guglielmetti Mugion ◽  
Flaminia Musella ◽  
Laura Di Pietro ◽  
Martina Toni
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Original Research ◽  
Organizational Improvement ◽  
Content Type ◽  
Service Excellence ◽  
Synthetic Index ◽  
External Customer

PurposeThe linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research model, the service excellence chain (SEC), that connects the internal and external perspectives by conjoining performance-excellence models and the service-profit-chain approach. Theoretical assumptions and quantitative measures are proposed by using advanced statistical techniques.Design/methodology/approachThe SEC is investigated through an empirical study in the healthcare sector, focusing on an Italian hospital and involving two of its core units. Qualitative and quantitative approaches were used. First, internal and external customer satisfaction were separately tested through structural equation modeling. The linkage between internal and external satisfaction is then proposed by mathematically defining a synthetic index, the internal and external customer satisfaction index (IEGSI), modeled through Bayesian networks (BNs) and object-oriented BNs to provide an overall measure able to predict organizational improvement.FindingsThe distinct measured models show good internal validity and adequate fit both for patients' and employees' perspectives. The IEGSI allows rigorously connecting internal and external satisfaction by developing conjoint scenarios for organizational improvement.Originality/valueThis study proposes the SEC model as an innovative way to connect internal and external satisfaction. The findings can be useful both for private and public organizations and may provide several useful insights for healthcare managers as well as for policy-makers in relation to developing strategies for improving service quality.

Customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in Bangladesh mobile telecommunications market

2017 ◽  
Vol 6 (2) ◽  
pp. 142-160 ◽  
Author(s):  
Mahafuz Mannan ◽  
Md. Fazla Mohiuddin ◽  
Nusrat Chowdhury ◽  
Priodorshine Sarker
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Direct Effect ◽  
Switching Costs ◽  
Equation Modeling ◽  
Mobile Telecommunications ◽  
Content Type ◽  
Telecommunications Market ◽  
Alternative Attractiveness ◽  
Significant Direct Effect

Purpose The purpose of this paper is to link customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in the context of the Bangladeshi mobile telecommunications market (MTM). In addition, this study develops three key formative determinants of customer satisfaction: financial factor, technological factor, and customer service factor. Design/methodology/approach A model is developed and tested using PLS-SEM with a sample size of 442 respondents. The three key formative determinants of customer satisfaction were developed using a panel of five industry experts. Findings Financial, technological, and customer service factors were found to have significant positive effects on customer satisfaction. Customer satisfaction and perceived switching costs were found to have a significant direct effect on switching intentions, and perceived switching costs and perceived alternative attractiveness were found to have significant moderating effects on switching intentions through customer satisfaction. However, no significant direct effect of perceived alternative attractiveness on switching intentions was found. Originality/value This is the first study to link customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness using structural equation modeling in the context of the Bangladeshi MTM. In addition, three key formative determinants of customer satisfaction are developed.

Process improvement in farm equipment sector (FES): a case on Six Sigma adoption

2014 ◽  
Vol 5 (1) ◽  
pp. 62-88 ◽  
Author(s):  
Anupama Prashar
Keyword(s):  
Customer Satisfaction ◽  
Process Improvement ◽  
Six Sigma ◽  
Valve Body ◽  
Content Type ◽  
Process Improvements ◽  
System Improvement ◽  
Farm Equipment ◽  
Critical Process ◽  
Field Failure

Purpose – The purpose of this study is to exhibit how a leading company operating in farm equipment sector (FES) in India utilized Six Sigma statistical tools to reduce field failures of tractor assembly and thereby improved customer satisfaction. Design/methodology/approach – The study adopted Six Sigma define-measure-analyse-improve-control (DMAIC) methodology in order to identify numerous critical process improvements. Findings – After completing the define, measure and analyze phase, it was found that the processes of lapping, spring scragging, and assembly of valve body were incapable. The major recommendations made during the improve phase were to change the hydraulic oil; replacement of manual grinder with tool and cutter grinder for flat drill grinding; automation of lapping system; improvement in spring scragging system, change in piston design, etc. As a result of the implementation of remedies, field failure reduced by 95 percent producing a cost saving of almost INR 4.366 million/annum. Originality/value – This specific case demonstrates the successful application of Six Sigma DMAIC methodology in FES for driving down the field failures and improved customer satisfaction.

Defecting wine club members: an exploratory study

2018 ◽  
Vol 30 (3) ◽  
pp. 309-330 ◽  
Author(s):  
Sandra K. Newton ◽  
Linda I. Nowak ◽  
Mayuresh Kelkar
Keyword(s):  
Product Quality ◽  
Customer Service ◽  
Online Survey ◽  
Fair Value ◽  
Good News ◽  
Switching Behavior ◽  
Original Research ◽  
Variety Seeking ◽  
Content Type ◽  
Customer Churn

Purpose The purpose of this study is to investigate the range of explanations for why wine club members defect and move on. Design/methodology/approach This quantitative research study uses data from US wine consumers, gathered through an online survey of 399 former wine club members who had quit their membership in the recent past. Consistent with literature on customer churn rates in subscription markets, data are analyzed using descriptive statistics, factor analysis, hierarchical multiple regression and analysis of variance. Findings The results reported by respondents indicate that higher levels of perceived product quality, fair value in pricing, variety seeking and commitment to customer service at the beginning and at the end of a wine club membership lead to higher levels of customer satisfaction and a desire to recommend the club to others even after quitting. Though variety seeking is more commonplace among experienced wine drinkers, the good news for wineries is that consumers are more likely to recommend a wine club to others if at least a year has passed after they decided to quit. Practical implications The results provide implications for wine club managers seeking to improve wine club retention with suggested means for mitigating the rate of customer attrition. Originality/value This paper presents original research addressing a variety of reasons why wine club members quit. The extant research has found that factors such as product quality, fair pricing, service commitments and variety-seeking behavior affect members’ satisfaction with their wine club, as well as their desire to recommend it to others. The authors have attempted to combine all these factors into a single study to gain insight into wine club members’ switching behavior, and to find out what the wineries can do to improve customer loyalty.

Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels

2016 ◽  
Vol 10 (4) ◽  
pp. 455-470 ◽  
Author(s):  
Mustafeed Zaman ◽  
Laurent Botti ◽  
Tan Vo Thanh
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Industry ◽  
Vital Role ◽  
Data Set ◽  
Content Type ◽  
Managerial Efficiency ◽  
Hotel Managers ◽  
Boutique Hotels ◽  
The Relationship

Purpose The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria decision analysis (MCDA) methods. Design/methodology/approach In the first stage, hotels’ managerial efficiency is assessed by data envelopment analysis to establish which hotel has the most efficient performance. In the second stage, the customer satisfaction of these hotels is estimated by the ELECTRE (ELimination et Choix Traduisant la RÉalité) method to assess the hotel’s ability to satisfy their customers. Findings Empirical results show that there is an inverse relation between customer satisfaction and ability to maximise the Revenue per Available Room (RevPAR). In other words, trying to improve efficiency implies a reduction in guests’ satisfaction (and vice versa). Research limitations/implications Therefore, through this research the authors can realise that hotel managers should give more attention to customer service because it has a more direct and important impact on customer satisfaction. It also positively impacts on resource management. However, there are some limitations to this study. First, this study only focuses on 12 hotels. Because the data set is very confidential, it is very difficult to have a bigger sample. Then, the evaluation is based on 2014 figures only. It could be interesting to know their performance for previous years to understand their evolution. Finally, it is necessary to know the percentage of direct reservations for each hotel. For instance, if a hotel is relying too much on online travel agents (i.e. Booking.com, Expedia, etc.), it needs to pay a significant amount of commission to these companies. As a result, it could have a good RevPAR but might pay a huge commission (for example, 20 per cent for most of sites) at the end. In terms of perspectives, it is necessary to conduct a more extensive research to test the hypothesis in a different context. Additionally, the data were taken for a single period of time. It will be very interesting to create a panel of hotels and collect data over a period of time (Barros, 2005; Barros and Santos, 2006; Barros and Deike, 2008). This would enable to better understand the relationship between managerial efficiency and customer satisfaction in a long-term prospective. Originality/value This paper presents the relationship between the managerial efficiency and customer satisfaction in Parisian boutique hotels context. Study suggests that in service industry, increase of firm’s efficiency could negatively impact the guest satisfaction. Therefore, through studying the authors can realise that why hotel managers should focus on customer satisfaction, which attributes play the vital role in customer satisfaction and how to optimize their resources. One of the originalities of this paper is that the authors use the customers’ feedback from the UGC websites (Trip Advisor and Booking.com) as the performance evaluation indicators for customer satisfaction. The data are very confidential and hard to get.

Tourism services quality (TourServQual) in Egypt

2006 ◽  
Vol 13 (4) ◽  
pp. 469-492 ◽  
Author(s):  
Mohammed I. Eraqi
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Services Quality ◽  
Research Paper ◽  
Business Environment ◽  
Total Quality ◽  
Content Type ◽  
Internal Customer ◽  
External Customer ◽  
Tourism Services

PurposeThis research paper aims is to evaluate the customer's views related to tourism quality in Egypt. It attempts to measure the extent to which tourism business environment is creative and innovative as necessary conditions for internal customer satisfaction.Design/methodology/approachThe objectives of this research have been achieved through reviewing a number of literatures in the fields of services quality management and tourism quality measurements. The paper's outcomes have been obtained through two surveys, one to measure the satisfaction of the internal customer (employees) and the second to measure the external customer satisfaction (tourists).FindingsThe main conclusions of this research paper are: quality can be considered as a philosophy for guiding tourism organization/destination when taking decisions related to tourism services; tourism business environment in Egypt does not support the internal customer satisfaction because the absence of a suitable system for encouraging people to be creative and innovative; and in the area of the external customer satisfaction there is still a need for things to be done such as the environmental conditions improvements, internal transport quality enhancement, increasing people awareness, and improving the level of safety and security conditions.Research limitations/implicationsThere is a number of limitations which faced this paper research they are: the sample size is small, compared with the size of total population, that was reflected on the level of reliability of the research results; and the limited time allowed to the respondents was reflected on the validity of the research outcomes, because they interviewed at the last time of their journey by the time they are ready for departure.Practical implicationsA useful source of information about total quality management (TQM) and how practitioners can measure it. It provides wide guidelines for improving the quality of tourism services in total manner in Egypt.Originality/valueThis paper provides useful information that are needed for tourism services quality improvement. It offers a practical help to tourism planners and marketers in Egypt to understand the concept of TQM and how they can improve their services continually.

scholarly journals Middle-range theorizing on logistics customer service

2018 ◽  
Vol 48 (1) ◽  
pp. 2-18 ◽  
Author(s):  
Daniel A. Pellathy ◽  
Joonhwan In ◽  
Diane A. Mollenkopf ◽  
Theodore P. Stank
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Design Methodology ◽  
Current Knowledge ◽  
Original Research ◽  
Content Type ◽  
Supply Chain Logistics ◽  
Critical Areas ◽  
Middle Range ◽  
Practical Implications

Purpose The purpose of this paper is to illustrate how a systematic application of middle-range theorizing, which pays particular attention to contexts and mechanisms, can be used to extend current knowledge on logistics customer service (LCS) in a number of critical areas. Design/methodology/approach The paper applies Stank et al.’s (2017) framework for middle-ranging theorizing in logistics to develop a research framework and agenda that can guide future LCS research. Results are generated through a review of the LCS literature and an application of the main concepts of middle-range theorizing. Findings The paper outlines opportunities for middle-range research that would extend LCS knowledge in the areas of human and behavioral factors, time-based competition, supply chain complexity, and digitization and technological innovation. Research limitations/implications Describing the main characteristics of middle-range theorizing and how middle-range theorizing can be fruitfully applied to LCS research should help to stimulate new knowledge creation in this important area of supply chain logistics management. Practical implications By focusing on why and when questions, middle-range theorizing engages with the practical realities of LCS that interest managers and students. Middle-range theorizing moves researchers toward developing a detailed understanding of what actually has to change in order for desired LCS-related outcomes to occur and the contextual factors likely impacting the change process. The paper should, therefore, allow managers to better translate LCS theory into action. Originality/value Middle-range theorizing remains new to the supply chain logistics field. The application of middle-range theorizing to LCS research, and logistics research more generally, demands new perspectives on established relationships with the potential to drive original research in areas most relevant to managers.

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