scholarly journals Maintaining Relationships With Supply Chain Partners: A Case Study

2010 ◽  
Vol 6 (1) ◽  
Author(s):  
Charles J. Quigley Jr ◽  
Frank G. Bingham Jr
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Global Supply Chain ◽  
Service Program ◽  
Communication Infrastructure ◽  
Market Leader ◽  
Customer Satisfaction And Loyalty

This case study describes efforts of a market leader in the communication infrastructure industry to assess the relationships they have developed with their global supply chain partners.  Changes in the industry have resulted in geographic shifts of existing and potential supply chain suppliers and customers.  In an effort to determine if commitment to customer service has resulted in increased customer satisfaction and loyalty, research was conducted to assess their performance.  The results of this research were compared to previous research to determine if their service program has successfully differentiated them from their competitors.

Carnival Corporation: The Challenges of Cutting Costs While Maintaining Quality and Customer Satisfaction

2018 ◽  
pp. 1-16
Author(s):  
Dick Verbeek
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Chain Management ◽  
Cruise Line ◽  
Management Issues

This case study has been developed to facilitate discussion about current supply chain management issues and potential solutions. The scenario presented in this case is very representative of the pressures experienced by supply chain managers. Namely, the need to reduce costs while maintaining quality and customer service. This case presents some unusual challenges and constraints that are unique to the cruise line industry. These constraints can provide an opportunity to explore new supply chain paradigms.

Developing Global Supply Chain Manager for Business Expansion

2018 ◽  
pp. 5327-5334
Author(s):  
Puspita Wulansari ◽  
Yudi Fernando
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
International Business ◽  
Cost Efficiency ◽  
Global Supply Chain ◽  
Global Competition ◽  
Supply Chain Performance ◽  
Chain Processes ◽  
Better Than

Global competition has forces companies to continuously innovate by frequently asses and improve their supply chain processes, flexibility and fast delivery as effectiveness required in each supply chain processes. This is to ensure cost efficiency, faster delivery and in the end would lead to customer satisfaction and perform better than competitors. To be able to perform better among competitors and improving firms supply chain performance, firms need the talents who able to manage global resources effectively and understand culture, suppliers/ workers attitude and comply with global regulations. Success implementation of global supply chain has linked with talents capability to maximize manage global resources. The aim of this chapter is to discuss the competency needed of global supply chain managers to support international business expansion.

Industry 4.0: The Case-Study of a Global Supply Chain Company

2021 ◽  
pp. 483-498
Author(s):  
Cezar Honorato ◽  
Francisco Cristovão Lourenço de Melo
Keyword(s):  
Supply Chain ◽  
Industry 4.0 ◽  
Global Supply Chain

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Customer satisfaction and loyalty in supply chain: the role of communication

1999 ◽  
Vol 35 (2) ◽  
pp. 121-134 ◽  
Author(s):  
Alexander E Ellinger ◽  
Patricia J Daugherty ◽  
Quentin J Plair
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Customer Satisfaction And Loyalty

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا  مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع  يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

scholarly journals One to Many: A Framework for Scaling Risk Mitigation Assurance

2018 ◽  
pp. 280-290
Author(s):  
Joel Bigley
Keyword(s):  
Supply Chain ◽  
Qualitative Case Study ◽  
Risk Mitigation ◽  
Physical Property ◽  
Global Supply Chain ◽  
Global Organization ◽  
A Priority ◽  
Single Facility ◽  
Overall Risk

The lack of vulnerability control leads to organizational harm in global businesses when the exploitation of a weakness occurs. How can a global supply chain protect itself from vulnerabilities that can damage their brand and their physical property? In this qualitative case study the author shows how a multi-site corporation can use a method to learn what the vulnerabilities are in a single facility and use a framework to methodically scale the controls needed to mitigate vulnerabilities across the supply chain. This framework allows leadership to keep cost in mind so that the highest vulnerabilities are mitigated as a priority. A team of security experts was used to capture data in framework used for analysis. This framework was then used strategically to reduce the overall risk of threat vectors in the global organization.

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