The Impact of Customer Service of Mexican Companies Based on Customer Care

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.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.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.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.Keywords- Seluler Services, Brand Loyalty, Service Quality

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Cash Flow Bullwhip—Literature Review and Research Perspectives

Logistics ◽

10.3390/logistics5010008 ◽

2021 ◽

Vol 5 (1) ◽

pp. 8

Author(s):

Hicham Lamzaouek ◽

Hicham Drissi ◽

Naima El Haoud

Keyword(s):

Literature Review ◽

Customer Service ◽

Cash Flow ◽

State Of The Art ◽

Research Work ◽

Bullwhip Effect ◽

Research Perspectives ◽

Financial Perspective ◽

The Impact ◽

Exhaustive List

The bullwhip effect is a pervasive phenomenon in all supply chains causing excessive inventory, delivery delays, deterioration of customer service, and high costs. Some researchers have studied this phenomenon from a financial perspective by shedding light on the phenomenon of cash flow bullwhip (CFB). The objective of this article is to provide the state of the art in relation to research work on CFB. Our ambition is not to make an exhaustive list, but to synthesize the main contributions, to enable us to identify other interesting research perspectives. In this regard, certain lines of research remain insufficiently explored, such as the role that supply chain digitization could play in controlling CFB, the impact of CFB on the profitability of companies, or the impacts of the omnichannel commerce on CFB.

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Using patient feedback to drive quality improvement in hospitals: a qualitative study

BMJ Open ◽

10.1136/bmjopen-2020-037641 ◽

2020 ◽

Vol 10 (10) ◽

pp. e037641

Author(s):

Simone Berger ◽

Ana Maria Saut ◽

Fernando Tobal Berssaneti

Keyword(s):

Quality Improvement ◽

Customer Service ◽

Secondary Data ◽

Study Data ◽

Patient Feedback ◽

Multiple Case ◽

Net Promoter ◽

The Impact ◽

Quality Tools

ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

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What should be lean buffer threshold for the forward-reserve warehouse?

International Journal of Productivity and Performance Management ◽

10.1108/ijppm-02-2021-0075 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bhavin Shah

Keyword(s):

Mathematical Model ◽

Customer Service ◽

Value Added ◽

Service Level ◽

Buffer Size ◽

Value Stream Mapping ◽

Content Type ◽

Customer Service Level ◽

The Impact ◽

Just Right

PurposeThe assorted piece-wise retail orders in a cosmetics warehouse are fulfilled through a separate fast-picking area called Forward Buffer (FB). This study determines “just-right” size of FB to ensure desired Customer Service Level (CSL) at least storage wastages. It also investigates the impact of FB capacity and demand variations on FB leanness.Design/methodology/approachA Value Stream Mapping (VSM) tool is applied to analyse the warehouse activities and mathematical model is implemented in MATLAB to quantify the leanness at desired CSL. A comprehensive framework is developed to determine lean FB buffer size for a Retail Distribution Centre (RDC) of a cosmetics industry.FindingsThe CSL increases monotonically; however, the results concerning spent efforts towards CSL improvement gets diminished with raised demand variances. The desired CSL can be achieved at least FB capacity and fewer Storage Waste (SW) as it shifts towards more lean system regime. It is not possible to improve Value Added (VA) time beyond certain constraints and therefore, it is recommended to reduce Non-Value Added (NVA) order processing activities to improve leanness.Research limitations/implicationsThis study determines “just-right” capacity and investigates the impact of buffer and demand variations on leanness. It helps managers to analyse warehouse processes and design customized distribution policies in food, beverage and retail grocery warehouse.Practical implicationsProposed buffering model offers customized strategies beyond pre-set CSL by varying it dynamically to reduce wastages. The mathematical model deriving lean sizing and mitigation guidelines are constructive development for managers.Originality/valueThis research provides an inventive approach of VSM model and Mathematical algorithm endorsing lean thinking to design effective buffering policies in a forward warehouse.

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“Impact of Training on Employees Performance” (Evidence from Pharmaceutical Companies in Karachi, Pakistan)

Business Management and Strategy ◽

10.5296/bms.v6i1.7804 ◽

2015 ◽

Vol 6 (1) ◽

pp. 49 ◽

Cited By ~ 5

Author(s):

Uzma Hafeez ◽

Waqar Akbar

Keyword(s):

Customer Service ◽

New Technologies ◽

Employee Performance ◽

Interpersonal Relationship ◽

Sampling Technique ◽

Business Environment ◽

Team Work ◽

Future Research ◽

Pharmaceutical Companies ◽

The Impact

Employees are major assets of every organization. The accomplishment of the industry depends on its employee performance. Therefore, upper management knows the significance of expense in training for the advantage of improving employee performance and also places them to get the challenges of the today’s competitive business environment. This research also aims to see the “Impact of Training on Employee Performance in Pharmaceutical Industry in Karachi Pakistan”, in which Training consider as independent whereas dependent variable ‘Employee Performance‘ having its Performance areas i.e.; demonstrating team work, communication skill, customer service, interpersonal relationship and reduced absenteeism and its Developments areas i.e.; job-satisfaction, employee motivation, new technologies, efficiencies in process and innovation in strategies as its levers. The paper presents a concise summary of the literature on the value of training in improving the performance of the employees. Four pharmaceutical companies are selected. A survey of 356 employees via self administrated questionnaire with the help of random sampling technique is conducted with the response rate of 96%. Two sets of hypothesis are developed which relate directly to the research questions. SPSS 19 is used to perform reliability, descriptive, correlation and regression analysis. The analysis shows a positive significant relationship between them and the results reveal that the more the employee gets training, the more efficient their level of performance would be. The last section of the paper concludes along with recommendation to give guidelines for future research.

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Consumer Satisfaction on Online Services in Kosovo

Zagreb International Review of Economics and Business ◽

10.2478/zireb-2019-0026 ◽

2019 ◽

Vol 22 (s2) ◽

pp. 39-53

Author(s):

Besim Beqaj ◽

Arta Krasniqi ◽

Valon Beqaj

Keyword(s):

Consumer Satisfaction ◽

Consumer Behaviour ◽

Price Level ◽

Care Delivery ◽

Demographic Variables ◽

Delivery Time ◽

Online Services ◽

Independent Variables ◽

Customer Care ◽

The Impact

Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

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Airline Financial Distress and Customer Satisfaction

Journal of the Transportation Research Forum ◽

10.5399/osu/jtrf.48.1.1771 ◽

2011 ◽

Vol 48 (1) ◽

Author(s):

Dina Ribbink ◽

Christian Hofer ◽

Martin Dresner

Keyword(s):

Customer Service ◽

Airline Industry ◽

Financial Distress ◽

Service Levels ◽

The Third ◽

Time Performance ◽

Using Data ◽

Relationship Of ◽

The Impact ◽

The Relationship

An investigation is conducted on the effect of financial distress on customer service levels in the U.S. airline industry. Using data from the first quarter of 1998 to the third quarter of 2006, we employ a seemingly unrelated regressions (SUR) model to analyze the impact of financial distress on three measures of customer service. We find that higher financial distress is associated with better on-time performance of airlines and fewer lost bags. The relationship of airline financial distress to the number of bumped customers, however, is insignificant.

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ANALYSIS OF THE IMPACT OF LEADERSHIP STYLE AND JOB SATISFACTION ON TURNOVER INTENTION THROUGH JOB STRESS AT CUSTOMER SERVICE (FRONTLINE) PT TIKI JALUR NUGRAHA EKAKURIR (JNE)

Business and Entrepreneurial Review ◽

10.25105/ber.v16i2.5090 ◽

2019 ◽

Vol 17 (1) ◽

pp. 33

Author(s):

Sri Mulyani ◽

Hendra Gunawan

Keyword(s):

Job Satisfaction ◽

Job Stress ◽

Customer Service ◽

Leadership Style ◽

Turnover Intention ◽

Structural Equation ◽

Equation Model ◽

Primary Data ◽

Negative Effect ◽

The Impact

The problem of this research was Turnover intention is a factor of discomfort experienced agent in a company. Turnover intention needs to get serious attention to the organization especially to leadership or manager so can applying force leadership proper and improve job satisfaction to reduce job stress in the company. The purpose of this research was the effect of leadership style and job satisfaction toward Turnover intention throught job stress at customer service (frontline) PT Tiki Jalur Nugraha Ekakurir (JNE), Tomang Jakarta. The methodology of this research was testing hypothesis. The data used were primary data collected from questionaire. The samples consisted of 164customer service (frontline)PT Tiki Jalur Nugraha Ekakurir (JNE), which were determined through purposive sampling method. The data were analyzed through Structural Equation Model (SEM) of AMOS version 23.0for Windows. The results of the study showed that there have been negative effect and significant between leadership style and job satisfaction toward Turnover intention throught job stress. The role of job stress very dominant as a mediator the influence of leadership style and job satisfaction toward Turnover intention. Implication of this research is expected to managers can increase the determinants job stress itself for example by raising job satisfaction (salary, reward, job promotion) and applying force leadership proper and able to adjust with all the work situation.

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Studi Empirik BUMN Pada PT PELINDO III Surabaya Pengaruh Intellectual Capital Terhadap Inovasi Organisasi

Jurnal Ilmiah Administrasi Bisnis dan Inovasi ◽

10.25139/jiabi.v5i1.3533 ◽

2021 ◽

Vol 5 (1) ◽

pp. 26-40

Author(s):

Arfah Arfah

Keyword(s):

Organizational Climate ◽

Customer Service ◽

Intellectual Capital ◽

Industrial Revolution ◽

Organizational Innovation ◽

Diverse Range ◽

Cultural Heterogeneity ◽

High Level ◽

The Impact

The era of the industrial revolution 4.0. In the last century, experts have increasingly convinced that the intellectual resources of an organization determine the competitive advantage of an organization in accelerating the effectiveness of artificial intelligence, especially in presenting the best customer service innovation products. However, there are only a few studies on the relationship between intellectual capital and innovation. Based on the importance of these issues, this study aims to examine the impact of intellectual capital on organizational innovation. Questionnaires have been distributed to 100 employees of PT. Pelindo from Indonesian State-Owned Enterprises (BUMN), and 82 usable questionnaires were returned. The regression statistical method analysis was used to test the hypothesis. The results of the research simultaneously show that intellectual capital has a positive and significant effect on organizational innovation. The next test results partially prove that human capital, organizational capital, and relational capital have a significant and positive effect on organizational innovation. This study opens several pathways for innovation program projects in future Indonesian organizations. The significance of the findings of this study shows the practical implications of the support in the next roadmap on research and development (R&D) of Human Resources and innovation of Indonesian BUMN organizations, particularly at PT. Pelindo as one of the important pillars in the success of the vision of the Indonesian government's maritime axis. Based on the high level of socio-cultural heterogeneity in Indonesia, the implications of follow-up studies are important to expand the sample of employees to a larger and more diverse range and combine other independent variables (such as demographic factors, organizational culture, organizational climate, leadership, job satisfaction or other motivational factors) which may result in different study findings and recommendations.

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