scholarly journals Developing Customer Service Standards

2018 ◽  
Vol 24 (2) ◽  
pp. 117-122 ◽  
Author(s):  
Venelin Terziev ◽  
Vanya Banabakova ◽  
Marin Georgiev
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Document Management ◽  
Design Management ◽  
Interaction Control ◽  
Management Quality ◽  
Customer Interaction ◽  
Quality Product ◽  
Time Cycle ◽  
Service Standards

Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers

3G post adoption users experience with telecommunications services

2016 ◽  
Vol 7 (3) ◽  
pp. 361-394 ◽  
Author(s):  
Sajad Rezaei ◽  
Muslim Amin ◽  
Minoo Moghaddam ◽  
Norshidah Mohamed
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Perceived Usefulness ◽  
Design Management ◽  
Content Type ◽  
Path Modelling ◽  
Telecommunications Services ◽  
The Impact

Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model. Findings Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality. Originality/value Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

scholarly journals The Application of Customer Service Standards and Street-Level Bureaucrats’ Discretion in Lithuanian State Agencies

2020 ◽  
Vol 13 (2) ◽  
pp. 109-134
Author(s):  
Remigijus Civinskas ◽  
Natalja Gončiarova ◽  
Saulius Pivoras
Keyword(s):  
Customer Service ◽  
Public Management ◽  
Structured Interview ◽  
Civil Servants ◽  
Management Tool ◽  
State Agencies ◽  
Main Research ◽  
Study Approach ◽  
Customer Interaction ◽  
Service Standards

Abstract The main purpose of this article is to explore how standardization of the public service provision and introduction of customer service standards affect the de facto discretion of civil servants. The study uses a qualitative case study approach. Two main research methods were used to gather data – semi-structured interview and document analysis. Analysis of the empirical data revealed that written standards only partially affect the de facto discretion of civil servants. The customer interaction standards define only a few civil servants’ actions, and do not cover all aspects of the communication between civil servants and customers. Application of written standards is flexible especially in non-typical situations. Customer service standards do not restrict the actions of civil servants when they focus on customer problems, which is especially important when dealing with socially vulnerable customers. This study explores the use of customer service standards as a public management tool. The research data can be useful for understanding and improving customer interaction standards and its practical application.

The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty

2020 ◽  
Vol 122 (10) ◽  
pp. 3213-3226
Author(s):  
Bagyalakshmi Gopi ◽  
Nusrah Samat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Content Type ◽  
Food Trucks ◽  
Correlation And Regression Analysis ◽  
Influence Of Food ◽  
Service Standards

PurposeService quality has been highlighted as the vital element in fulfilling customers' needs, which contributes to the customers' evaluation on the services given. As food truck business is increasingly popular in Malaysia, it is important for the food trucks' service provider to ensure that their service quality meets the standard to satisfy the customers in order to build customer loyalty. Therefore, the aim of this study is to investigate the relationship between food trucks' service quality with customer satisfaction and its impact toward customer loyalty. The customer service was measured using service quality (SERVQUAL) attributes (tangibles, reliability, responsiveness, assurance and empathy).Design/methodology/approachA quantitative study was conducted to examine the influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty. A total of 100 food truck customers have been randomly selected to answer the self-administered questionnaire. Data collected were analyzed using frequency, descriptive, reliability, Pearson correlation and regression analysis.FindingsFindings indicated that three out of five attributes of service quality have significant relationships toward customer satisfaction. They are tangibles (β = 0.225, p < 0.05), reliability (β = 0.349, p < 0.05) and assurance (β = 0.311, p < 0.05). Moreover, the customer loyalty (β = 0.643, p < 0.01) has a significant relationship with customer satisfaction.Originality/valueService quality can be characterized as the discrepancy between customer service standards and actual service. When expectations are higher than performance, perceived quality is less than acceptable and therefore consumer disappointment exists which eventually decreases customer loyalty toward a product or services. The study suggested that physical image of the food trucks' service like physical facilities, how the service being performed and also courtesy and knowledge of the food trucks' employees are very important to transfer confidence and trust to customers, which then will influence them to be loyal.

scholarly journals Ocena jakości obsługi klienta metodą "mystery shopping" na przykładzie banku

Ekonomia ◽  
2019 ◽  
Vol 25 (2) ◽  
pp. 37-51
Author(s):  
Aleksandra Wicka ◽  
Olga Podlińska
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Service Provision ◽  
Secondary Sources ◽  
Good Level ◽  
Mystery Shopping ◽  
Pass Mark ◽  
Service Standards

Assessment of customer service quality using the mystery shopping method based on the example of a bank The aim of the article is to assess the quality of customer service in a bank using the “mystery shop­per” method in the context of the binding service standards. The article was prepared on the basis of data from primary and secondary sources. As part of the mystery shopping research, 1,388 audits were conducted in 2018 and 2019. As a result of the conducted analyses, it was found that most of the analyzed criteria influencing customer satisfaction with the service in the examined bank are at a very good level over 91% of positive indications. One element of the service provision process a discreet greeting of an entering customer needs to be improved as its rating was positive only in 56% of indications, which gives an equivalent of a pass mark.

ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS KONSUMEN PENGGUNA FLEXI TRENDY WILAYAH SURABAYA DENGAN MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING

2011 ◽  
Vol 3 (01) ◽  
Author(s):  
Rinda Naomi Kosasih
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Modeling ◽  
Quality Product

Kepuasan dan loyalitas pelanggan merupakan salah satu hal yang harus diperhatikan oleh perusahaan agar perusahaannya dapat berlangsung dengan baik. Pada kasus pengguna flexi trendy wilayah Surabaya menunjukkan bahwa Customer Complain dan Perceived Value dikeluarkan dari model karena tidak mempunyai pengaruh baik secara langsung maupun secara tidak langsung, terhadap Loyalitas pengguna CDMA pra bayar Flexi Trendy. Pada modifikasi pertama, adanya pemberian konstrain pada variabel Quality Product dan Customer Satisfaction untuk menaikan nilai membuat nilai indeks koefisien regresi variabel Quality Product menjadi tidak signifikan, sehingga dibuat model modifikasi kedua dengan menghilangkan variabel Quality Product dan hasil yang diperoleh lebih baik dari model modifikasi pertama. Dari hasil analisis juga didapatkan bahwa loyalitas Customer tidak hanya dipengaruhi oleh kepuasan Customer atau Customer Satisfaction sebesar 45%, namun Image merek perusahaan turut mempengaruhi langsung secara signifikan sebesar 36%. sedangkan Customer Satisfaction atau kepuasan Customer dipengaruhi secara langsung oleh dua faktor yaitu image perusahaan atau Brand Image sebesar 22%, dan kualitas Customer Service atau Customer Service Quality sebesar 61%. Analisis juga memperlihatkan bahwa Customer yang hanya sampai pada level puas menggunakan Flexi Trendy, Brand perusahaan hanya berpengaruh kecil pada mindset Customer yaitu hanya sbesar 22%, sedangkan jika Customer sudah loyal maka Brand perusahaan lebih banyak mempengaruhi sebanyak 36%, sehingga pihak TELKOM Flexi lebih baik memusatkan kegiatan pemasaran dan periklanan pada customer yang terkategori loyal, karena selain biaya yang lebih murah juga pemasaran melalui word-of-mouth menjadi lebih efisien.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

Sign in / Sign up

Export Citation Format

Share Document