A National Customer Satisfaction Barometer: The Swedish Experience

1992 ◽  
Vol 56 (1) ◽  
pp. 6-21 ◽  
Author(s):  
Claes Fornell
Keyword(s):  
Customer Satisfaction ◽  
Large Scale ◽  
National Level ◽  
Empirical Support ◽  
Total Consumption ◽  
Market Structures ◽  
Economic Climate ◽  
Swedish Experience ◽  
High Level

Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more than 30 industries and for more than 100 corporations. The new index is intended to be complementary to productivity measures. Whereas productivity basically reflects quantity of output, CSB measures quality of output (as experienced by the buyer). The author reports the results of a large-scale Swedish effort to measure quality of the total consumption process as customer satisfaction. The significance of customer satisfaction and its place within the overall strategy of the firm are discussed. An implication from examining the relationship between market share and customer satisfaction by a location model is that satisfaction should be lower in industries where supply is homogeneous and demand heterogeneous. Satisfaction should be higher when the heterogeneity/homogeneity of demand is matched by the supply. Empirical support is found for that proposition in monopolies as well as in competitive market structures. Likewise, industries in general are found to have a high level of customer satisfaction if they are highly dependent on satisfaction for repeat business. The opposite is found for industries in which companies have more captive markets. For Sweden, the 1991 results show a slight increase in CSB, which should have a positive effect on the general economic climate.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Assessment of Customer Satisfaction as an Element Deciding About Enterprise's Competitiveness

2018 ◽  
Vol 1 (1) ◽  
pp. 657-664 ◽  
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Satisfaction Index ◽  
Goods And Services ◽  
Individual Determinants ◽  
Quality Design ◽  
High Level ◽  
Enterprise's Competitiveness ◽  
Research Service

Abstract Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

Scaling-Up and Zooming-Out: Understanding How and When Participatory Institutions Matter

2020 ◽  
Author(s):  
Jared Abbott ◽  
Benjamin Goldfrank
Keyword(s):  
Public Service ◽  
Service Provision ◽  
Large Scale ◽  
National Level ◽  
Democratic Governance ◽  
Quality Of Democracy ◽  
Fine Grained ◽  
Participatory Institutions ◽  
New Generation

The three books reviewed here represent a new generation of rigorous scholarship on participatory institutions (PIs). They demonstrate that – under certain conditions – it is possible to build large-scale PIs that strengthen democratic governance and improve citizens’ lives. Nonetheless, significant challenges remain. Due in part to the absence of either high-quality national-level comparative data or fine-grained subnational data, and in part to research design choices of existing studies, the literature remains limited in its capacity to make general claims about the causes and effects of large-scale PIs. Ultimately, the key question collectively addressed, but not fully answered, by the works reviewed is whether governments can build PIs that deliver on their promise to improve the quality of democracy and enhance public service provision on a large scale in diverse contexts beyond Brazil.

scholarly journals Synoptic Control of Mesoscale Precipitating Systems in the Pacific Northwest

2008 ◽  
Vol 136 (9) ◽  
pp. 3465-3476 ◽  
Author(s):  
Paul J. Roebber ◽  
Kyle L. Swanson ◽  
Jugal K. Ghorai
Keyword(s):  
Boundary Conditions ◽  
Pacific Northwest ◽  
Large Scale ◽  
Climate Modeling ◽  
The United States ◽  
Preliminary Evidence ◽  
Buffer Size ◽  
Synoptic Type ◽  
High Level

Abstract This research examines whether an adequate representation of flow features on the synoptic scale allows for the skillful inference of mesoscale precipitating systems. The focus is on the specific problem of landfalling systems on the west coast of the United States for a variety of synoptic types that lead to significant rainfall. The methodology emphasizes rigorous hypothesis testing within a controlled hindcast setting to quantify the significance of the results. The role of lateral boundary conditions is explicitly accounted for by the study. The hypotheses that (a) uncertainty in the large-scale analysis and (b) upstream buffer size have no impact on the skill of precipitation simulations are each rejected at a high level of confidence, with the results showing that mean precipitation skill is higher where low analysis uncertainty exists and for small nested grids. This indicates that an important connection exists between the quality of the synoptic information and predictability at the mesoscale in this environment, despite the absence of such information in the initialization or boundary conditions. Further, the flow-through of synoptic information strongly constrains the evolution of the mesoscale such that a small upstream buffer produces superior results consistent with the higher quality of the information crossing the boundary. Some preliminary evidence that synoptic type has an influence on precipitation skill is also found. The implications of these results for data assimilation, forecasting, and climate modeling are discussed.

scholarly journals Upstream to downstream: a multiple-assessment-point approach for targeting non-point-source priority management areas at large watershed scale

2013 ◽  
Vol 10 (11) ◽  
pp. 14535-14555
Author(s):  
L. Chen ◽  
Y. Zhong ◽  
G. Wei ◽  
Z. Shen
Keyword(s):  
Point Source ◽  
Large Scale ◽  
Cost Effective ◽  
Small Scale ◽  
Watershed Scale ◽  
Nps Pollution ◽  
Specific Assessment ◽  
High Level ◽  
Multiple Assessment

Abstract. The identification of priority management areas (PMAs) is essential for the control of non-point source (NPS) pollution, especially for a large-scale watershed. However, previous studies have typically focused on small-scale catchments adjacent to specific assessment points; thus, the interactions between multiple river points remain poorly understood. In this study, a multiple-assessment-point PMA (MAP-PMA) framework was proposed by integrating the upstream sources and the downstream transport aspects of NPS pollution. Based on the results, the integration of the upstream input changes was vital for the final PMAs map, especially for downstream areas. Contrary to conventional wisdom, this research recommended that the NPS pollutants could be best controlled among the upstream high-level PMAs when protecting the water quality of the entire watershed. The MAP-PMA framework provided a more cost-effective tool for the establishment of conservation practices, especially for a large-scale watershed.

scholarly journals Using Twitter to better understand online patient experience sentiments in the US (Preprint)

2018 ◽  
Author(s):  
Kara Sewalk ◽  
Gaurav Tuli ◽  
Yulin Hswen ◽  
John S Brownstein ◽  
Jared B Hawkins
Keyword(s):  
Patient Experience ◽  
Large Scale ◽  
Survey Methods ◽  
National Level ◽  
Online Data ◽  
Policy Makers ◽  
Patient Views ◽  
The Us

BACKGROUND Traditional large-scale assessments of patient care in the US have difficulty in representing all aspects of health, beyond hospital care. There are documented differences in access to healthcare across the US. It is important to understand disparities in healthcare to better inform policy makers and healthcare administrations to improve quality of care provided. Previous research indicates online data is available from Twitter about patient experiences and opinions of their healthcare. Understanding patient views through sentiment analyses of Twitter data can be used to supplement traditional feedback surveys. OBJECTIVE We aim to provide a characterization of patient experience sentiments across the US on Twitter over a four year period. METHODS We developed a set of software components to auto-label and examine the patient experience Twitter dataset. The set includes: (I) a classifier to determine patient experience tweets, (II) a geolocation inference engine for social data, (III) a modified version of a sentiment classifier from the literature, and (IV) another engine to determine if the tweet is from a metro or non-metro area. RESULTS Of the 27.3 million tweets collected between February 2013 and February 2017 using a set of patient experience related keywords, the classifier was able to identify 2,779,555 tweets that were labeled as patient experience. After running the patient experience tweets through the geolocation classifier, we identified 876,384 tweets by approximate location to use for spatial analyses. At the national level, we observed 27.7% of positive, 36.3% neutral, 36% of negative Patient Experience tweets. Overall, the average sentiment polarity shifted towards less negative every year across all the regions in the country. The patient experience tweet rate also decreased across all the states over the four year study period. We also observed the sentiment of tweets to have a lower negative fraction during daytime hours, whereas the sentiment of tweets posted between 8pm and 10am tend to have a higher negative fraction. Additionally, tweet sentiment varied by region and by metro vs. non-metro analyses. CONCLUSIONS This study presents methodologies for a deeper understanding of online discussion related to patient experience across space and time, and demonstrates how Twitter can provide a unique and unsolicited perspective from users, which may not be captured from traditional survey methods for understanding patient views.

scholarly journals Analysis of BRT Infrastructure in Jakarta Province on Women's Perspective

2020 ◽  
Vol 2 (2) ◽  
pp. 74-80
Author(s):  
Ali Sunandar ◽  
Aprillia Ainundyasari
Keyword(s):  
Customer Satisfaction ◽  
Public Transportation ◽  
Consumer Satisfaction ◽  
Provincial Government ◽  
Service Needs ◽  
Business World ◽  
Satisfaction Index ◽  
Type Size ◽  
High Level

Quality of service in the business world is very important so that all consumer needs are met. Likewise with the world of land transportation which is always developing both in its type, size, and methods used in providing services. The Neat Transit Bus which operates in DKI Jakarta is one of the modes of mass transportation provided by the DKI Jakarta government to support the service needs of DKI Jakarta residents. Good transportation services will bring up a high level of customer satisfaction. The purpose of this study is to determine the dominant factors that influence the parameters of BRT passenger satisfaction in DKI Jakarta, to know the level of female consumer satisfaction with the quality of BRT services in DKI Jakarta. The research method used in this study is the CSI (Customer Satisfaction Index) by distributing questionnaires to respondents. From the research, the level of satisfaction of female customers in using the BRT public transportation facilities in the DKI Jakarta provincial government was 66%. Customer satisfaction criteria are in the Satisfied category.

scholarly journals Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya

2020 ◽  
Vol 10 (1) ◽  
pp. 33
Author(s):  
Fadela Bara ◽  
Tjahjani Prawitowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Quality Of Services ◽  
Mutual Benefit ◽  
The People ◽  
High Level

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

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