scholarly journals The Control Process Effectiveness: Organization Versus Customer

2013 ◽  
Vol 11 (8) ◽  
pp. 345
Author(s):  
Ofer Barkai
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Internal Control ◽  
Service Providers ◽  
Control Process ◽  
Point Of View ◽  
Large Organization ◽  
Control Processes ◽  
Telecommunication Company

This research project, which was implemented in an organization whose primary function is providing service (Telecommunication company), studies the scope of the correlation between the quality of service from the customers point of view (customer survey) and the organization (Telecommunication company systems). The research is important both for economic and scientific reasons. It involves many organizational control units which require significant monetary investments. From a scientific point of view, the research is important because it can shed light on the asymmetrical point of view existing between customers and organizations. Organizations that are service providers place high importance on the quality of service and their image as perceived by their customers. Quality of service is measured through internal control processes and from there is passed on to the staff who are directly involved in customer service. In this study, we focus on a large organization which implements control processes and then provides service to customers. Therefore, the activities of this organization are judged first and foremost on the basis of the service quality provided. The existing internal control processes of the organization, which measure the standard of service provided on the basis of organizational benchmarks are separate from those that measure customer satisfaction. In this project, we analyze the correlation between the outlook of the customer and the results of internal control processes.

scholarly journals THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

2020 ◽  
Vol 21 (1) ◽  
pp. 360-372
Author(s):  
Deepika Jhamb ◽  
Amit Mittal ◽  
Pankaj Sharma
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Strong Relationship ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

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

Open Innovation in the Shared Mobility Market

2021 ◽  
Vol 7 (4) ◽  
pp. 212
Author(s):  
Katarzyna Turoń ◽  
Andrzej Kubik
Keyword(s):  
Quality Of Service ◽  
Open Innovation ◽  
Service Providers ◽  
Mutual Benefit ◽  
It Service ◽  
Mobility Service ◽  
Factors Influencing ◽  
Shared Mobility ◽  
Practical Recommendations

The market for shared mobility services is growing very quickly. New types of vehicles have been introduced, and the offer of available services and functionalities has expanded, the purpose of which is to improve the quality of service. Despite all the improvements, it is still not possible to speak of achieving full availability of systems that meet the needs of users. This is due to the reluctant involvement of operators of shared mobility systems in joining Mobility as a Service platforms based on the idea of open innovation. The aim of the article is to analyze the factors influencing the limitations in the development of open innovations in the form of Mobility as a Service (MaaS) services. The authors focus on identifying the challenges and concerns faced by shared mobility service providers. The article supports the development of the concept of open innovation in shared mobility services. It also contains practical recommendations for the development of MaaS systems. The results of the developed research can be used by operators of shared mobility services, transport authorities, or IT service providers providing MaaS services to strengthen cooperation and integration using the language of mutual benefit.

scholarly journals Conceptual analysis of the notion of quality of services

2009 ◽  
Vol 50 ◽  
Author(s):  
Jérémy Besson ◽  
Albertas Čaplinskas
Keyword(s):  
Quality Of Service ◽  
Conceptual Analysis ◽  
Object Oriented ◽  
Point Of View ◽  
Quality Of Services ◽  
Software Systems ◽  
Service Oriented

In the last decade the component technologies have evolved from object-oriented to serviceoriented ones. Services are seen as utilities based on a pay-for-use model. This model requires providing and guaranteeinga certain Quality of Service (QoS). However, QoS and even a service itself can be defined and understood in many different ways. It is by far not obvious which of these approaches and in what extent they should be used when developing service-oriented software systems. This paper analyzes the notion of QoS namely from this point of view.

scholarly journals A Load Balancing Per Connection Classifier Dengan Pengukuran Quality of Service Pada Jaringan LAN Lingkup Universitas

2020 ◽  
Vol 2 (2) ◽  
pp. 40-53
Author(s):  
Aulia Desy Aulia Nur Utomo
Keyword(s):  
Quality Of Service ◽  
Load Balancing ◽  
Packet Loss ◽  
Service Providers ◽  
Network Configuration ◽  
Network Connection ◽  
Before And After ◽  
Internet Connections ◽  
Use Of Internet

Abstract In the use of internet networks that are general in nature need to implement an appropriate network configuration to maximize the use of internet connections provided by service providers. This is important for the optimal use of internet services and in accordance with utilities that are basically general and shared can be achieved. Per Connection Classifier is a load balancing method for distributing traffic loads to more than one network connection point in a balanced way, so that traffic can run optimally. This research focuses on network configuration methods to maximize internet usage for all users. Quality of Service is used to see the performance of network traffic which is indicated by the value of the parameter delay, throughput, and packet loss. Based on the results of testing and research that have been carried out before and after using load balancing per connection clasifier, the delay value is decreased from 180.26 ms to 148.36 ms and throughput increased from 1.76% to 2.03%, then packet loss decreased from 25.37% to 18.59% according to the TIPHON standard. Keywords: Quality of Service, Per Connection Classification, load balancing, delay, throughput, packet loss

scholarly journals Quality of Service to the Regional Road Transport Service

2016 ◽  
Vol 1 (2) ◽  
pp. 216
Author(s):  
Suela E.Shpuza
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Performance Standards ◽  
Road Transport ◽  
Service Organizations ◽  
Transport Service ◽  
Lack Of Information ◽  
And Performance ◽  
High Level

Performance is measured and done, the quality represents a key element to achieve the performance, especially customer service quality. In response to the pressure of globalization, the market increasingly competitive and volatile market dynamics that, many organizations actively seeking ways to add value to their services and improve their quality of service. Organizations usually tend to make their operations efficient priority. This process begins with the assessment of nevojave customers, their requirements and assessing the performance of domestic human resources in organization and performance depends on the outcome of the estimated earlier. Since this process can proceed in different directions. The causes of these results may be the lack of information and support of high-level management, performance standards unclear, inaccuracies assessors, very large number of forms to be completed and the use of software for the opposite purpose.

OPTIMIZING THE QUALITY OF CUSTOMER SERVICE IN PHARMACY ORGANIZATIONS

2021 ◽  
Vol 2 (1) ◽  
pp. 55-59
Author(s):  
Filina I.A. ◽  
Ustinova L.P. ◽  
Fomicheva S.I.
Keyword(s):  
Quality Of Service ◽  
Medicinal Product ◽  
Customer Service ◽  
Not Given ◽  
Medicinal Products ◽  
Operational Procedure ◽  
International Nonproprietary Name ◽  
At Home

By surveying clients of pharmacy organizations, we've analyzed quality of service. It was found that pharmaceu-tical specialists do not always inform pharmacy visitors about the regimen and doses of the drug (MP), the rules for storing it at home, and about interactions with other drugs; most buyers find it difficult to answer the question of what is the International Nonproprietary Name of a Medicinal Product (INN) and how synonyms and ana-logues differ from each other; visitors to pharmacies are not always provided with information about the availa-bility of medicinal products from different manufacturers and medicinal products with different prices; in most cas-es, if the secondary packaging is violated, the pharmacy customers are not given instructions (a copy of the in-structions) on the use of the dispensed drug. A standard operational procedure "Order of realization of medicines without a prescription" was developed on the basis of received data.

Grid Workflows with Encompassed Business Relationships

2012 ◽  
pp. 1332-1348
Author(s):  
Dimosthenis Kyriazis ◽  
Andreas Menychtas ◽  
Theodora Varvarigou
Keyword(s):  
Quality Of Service ◽  
Service Providers ◽  
Added Value ◽  
Business Relationships ◽  
Qos Provisioning ◽  
Grid Services ◽  
Qos Parameters ◽  
Mapping Process ◽  
Selection Of

This chapter focuses on presenting and describing an approach that allows the mapping of workflow processes to Grid provided services by not only taking into account the quality of service (QoS) parameters of the Grid services but also the potential business relationships of the service providers that may affect the aforementioned QoS parameters. This approach is an integral part of the QoS provisioning, since this is the only way to estimate, calculate, and conclude to the mapping of workflows and the selection of the available service types and instances in order to deliver an overall quality of service across a federation of providers. The added value of this approach lays on the fact that business relationships of the service providers are also taken into account during the mapping process.

Quality of Experience (QoE) for Wireless Video Over Critical Communication Systems

2017 ◽  
pp. 132-167
Author(s):  
Emad Danish ◽  
Mazin I. Alshamrani
Keyword(s):  
Resource Allocation ◽  
Quality Of Service ◽  
Energy Consumption ◽  
Communication Systems ◽  
Quality Of Experience ◽  
Service Providers ◽  
Wireless Video ◽  
User Centric ◽  
Near Future

Video streaming is expected to acquire a massive share of the global internet traffic in the near future. Meanwhile, it is expected that most of the global traffic will be carried over wireless networks. This trend translates into considerable challenges for Service Providers (SP) in terms of maintaining consumers' Quality of Experience (QoE), energy consumption, utilisation of wireless resources, and profitability. However, the majority of Radio Resource Allocation (RRA) algorithms only consider enhancing Quality of Service (QoS) and network parameters. Since this approach may end up with unsatisfied customers in the future, it is essential to develop innovative RRA algorithms that adopt a user-centric approach based on users' QoE. This chapter focus on wireless video over Critical communication systems that are inspired by QoE perceived by end users. This chapter presents a background to introduce the reader to this area, followed by a review of the related up-to-date literature.

Loyalty Programme and Meta-Services

2017 ◽  
Vol 9 (1) ◽  
pp. 35-56 ◽  
Author(s):  
Pierre-Yves Léo ◽  
Vikrant Janawade ◽  
Jean Philippe
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Equation Model ◽  
Point Of View ◽  
Global Evaluation ◽  
Main Hypothesis ◽  
Airline Alliances ◽  
Airline Alliance ◽  
Loyalty Programme

This research focuses on the customers' perception of loyalty programme offered by networked service providers such as airline alliances. The authors call such services meta-services. Their main hypothesis is that after experiencing meta-services delivered by meta-service providers, consumers synthesise a part of their perceptions in terms of the perceived benefits of the loyalty programme. This assessment will influence the perceived value, satisfaction, and at last behavioural intentions. The authors' point of view is to highlight the determinants of this assessment, including the quality of the proposed services and rewards. A quantitative survey was conducted in an airline alliance context. A structural equation model is tested in order to verify if the hypotheses are acceptable. It also shows how passengers build their global evaluation of a frequent flyer program and how far it influences their future behaviour towards the alliance members.

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