scholarly journals Customer service evaluation in the telephone service provisioning process

1992 ◽  
Author(s):  
Shinya Ozeki ◽  
Noriyuki Ikeuchi
Keyword(s):  
Customer Service ◽  
Service Evaluation ◽  
Service Provisioning ◽  
Telephone Service

Reference Laboratory Telephone Service Quality

2001 ◽  
Vol 125 (5) ◽  
pp. 608-612
Author(s):  
Jane C. Dale ◽  
David A. Novis ◽  
Frederick A. Meier
Keyword(s):  
Customer Service ◽  
Significant Variation ◽  
Outcome Measure ◽  
Reference Laboratory ◽  
Telephone Service ◽  
Improvement Program ◽  
Service Characteristics ◽  
National Reference ◽  
Practice Characteristics ◽  
Performance Benchmark

Abstract Objectives.—To establish the rates with which reference laboratories resolve inquiries telephoned to them from primary laboratories and to identify reference laboratory practices associated with higher rates of inquiry resolution. Design and Participants.—For 2 months, or until 50 contacts had occurred, 545 primary laboratories participating in the College of American Pathologists Q-Probes laboratory quality improvement program prospectively documented and characterized telephone inquiries they made to a reference laboratory of their choice. Participants also cataloged their own laboratory's demographic and practice characteristics and their reference laboratory's customer service characteristics. Main Outcome Measure.—Rates with which reference laboratories resolved telephone inquiries. Results.—Participants characterized 11 031 (78.7%) of 14 017 telephone inquiries as resolved by the reference laboratories. Ranked according to inquiry resolution rates, primary laboratories in the 90th percentile characterized reference laboratories as resolving 100% of their inquiries; those in the 10th percentile characterized reference laboratories as resolving only 54.2% of their inquiries. The rate of resolved inquiries was significantly higher (P = .0047) for participants using reference laboratories with 24-hour customer service than it was for participants using reference laboratories with less than 24-hour service. Most primary laboratories (80.9%) chose to monitor 1 of 11 national reference laboratories; in this subset, median rates of inquiry resolution ranged from 90.2% to 55.0% (P < .0001), despite no significant variation in other measured customer service characteristics. Conclusions.—Primary laboratories experience significant differences in the rates with which reference laboratories resolve telephone inquiries. The performance benchmark for reference laboratories is resolution of at least 90% of telephone inquiries from primary laboratory customers.

scholarly journals The Development of Mobile Application Based Customer Service System in Bank Sampah Malang

2017 ◽  
pp. 291-298
Author(s):  
Nur Hayatin ◽  
Bayu Mavindo ◽  
Eko Budi Cahyono
Keyword(s):  
Web Service ◽  
Customer Service ◽  
Service System ◽  
Municipal Government ◽  
High Mobility ◽  
Service Evaluation ◽  
Web Based ◽  
Android Applications ◽  
System Requirements ◽  
Waste Bank

Malang Waste Bank, or commonly called Bank Sampah Malang (BSM), is a legal entity of incorporated cooperatives built by the Malang municipal government serving as a container of waste management, especially dry waste. During this time, the customer service process conducted in BSM has been not optimal, especially its online service. Some services have been accessible online through website but the information is limited only to the list of prices and types of waste received by BSM. While other necessary information needed by the customers such as balance checking, garbage collection schedule checking, and information about the types of saving managed by BSM has not been covered by the existing online system yet. This research has built an online customer service system based on mobile applications and SMS gateways for BSM. The purpose of the system is to facilitate the customers of BSM to obtain information about the garbage bank, especially for customers having high mobility. Interviews and observation are used as the method of the analysis of the system requirements. Meanwhile, the applications such as MySQL database, Web service, PHP CodeIgniter, SMS Gateway and Android as a language programming are used to develop the system. This system integrates android applications with web based applications by using web service. This system is made so that customers get better service. Evaluation results show the system that has been built has been successfully tested.

scholarly journals Customer Service Evaluation Applied to Pedagogy Degree

2017 ◽  
Vol Volume-1 (Issue-5) ◽  
pp. 79-84
Author(s):  
López Lazcano Judith N. ◽  
Jaimes Pérez Josué Iván ◽  
Vega Torres Gisela ◽  
Keyword(s):  
Customer Service ◽  
Service Evaluation
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