Marketing a technical business

2003 ◽  
Vol 3 (1-2) ◽  
pp. 433-440 ◽  
Author(s):  
P. Karbowiak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Best Practice ◽  
Service Providers ◽  
Natural Monopoly ◽  
Water Utilities ◽  
Management Tool ◽  
Service Companies ◽  
Professional Market ◽  
Satisfaction Analysis

Until recently most water utilities have operated as a public service. The market is still predominantly a natural monopoly. The significant infrastructure requirements militate against service duplication and competition. Generally customers do not have the option of changing service providers. With the arrival of competition policy, water utilities have initiated some customer service programmes. However, the driver for this change has been the reporting requirements of the regulator rather than customer focused imperatives. However, there are benefits for water service companies to conduct professional market research focused on customer satisfaction. This paper reviews the concepts of market customer satisfaction analysis. It discusses the shortfalls of generic methodologies which focus on the performance of the service provider rather than the needs and expectations of the customer. The application of Benchmarking or Best Practice, is also reviewed within this context. A conclusion of this paper is that the application of focused, professional customer satisfaction analysis is an effective quality management tool and leads to a better understanding of water services customers’ needs and expectations. The outcome is more effective application of customer service resources, enhanced community perceptions and the achievement of higher levels of customer satisfaction.

scholarly journals Industry 4.0 for Managing Logistic Service Providers Lifecycle

2019 ◽  
Vol 301 ◽  
pp. 00014
Author(s):  
Sunida Tiwong ◽  
Erwin Rauch ◽  
Zuzana Šoltysová ◽  
Sakgasem Ramingwong
Keyword(s):  
Customer Satisfaction ◽  
Real Time ◽  
Customer Service ◽  
Industry 4.0 ◽  
Service Providers ◽  
Big Data Analytics ◽  
Global Market ◽  
Life Assessment ◽  
Service Companies ◽  
Logistics Service

Industry 4.0 (I4.0) can be employed using so called smart information and smart technology to increase customer satisfaction in the global market. Logistics service companies apply I4.0 to create new services or to improve the process, e.g., real-time monitoring system, big data analytics, real-time customer service to keep customer royalty. The aim of this is to implement a new framework for the entire lifecycle of logistics service, i.e., design, test and operation, after sales service and end-of-life assessment. To create and redesign this new service we use Axiomatic Design (AD) to address customer requirements and to manage logistics operation at Logistics Service Providers. As a result, using I4.0 concepts, we can improve the logistics service. Managing the supply chain responsively and increasing customer satisfaction.

A Novel Use of Digital Technologies for More Effective Multi-Party Well Planning and Execution

2021 ◽  
Author(s):  
Matthew Ray Isbell ◽  
Malini Raman Manocha ◽  
Brian Rodney Mangold ◽  
Moray Lamond Laing ◽  
Scott Boone ◽  
...  
Keyword(s):  
Business Model ◽  
Planning Process ◽  
Data Transfer ◽  
Service Providers ◽  
Digital Technologies ◽  
Management Tool ◽  
Service Companies ◽  
Well Design ◽  
Common Framework ◽  
Ease Of Access

Abstract Operators, service providers, and contractors are improving the well construction system using transformative digital technologies across multiple companies and within levels of disparate organizations. Well plans are managed in a new way with the creation,execution and continuous improvement of processes to materially deliver value from the onset. A typical operator’s well planning process involves developing a well program across multiple internal and external entities in the design and plan stages while various requirements and details are considered and confirmed. As the well gets closer to being drilled, the well plan must also consider the capabilities and technologies supported by the service companies and drilling contractor.This people-based process leads to variability in assumptions and objectives in standardized plans which can result in execution risk and variations in safety, quality, delivery, and cost (SQDC) performance. One major variability source occurs because of the disconnected nature in which people move data between one another in well planning documents and then to field operations. The authors propose a new way to manage this process across organization and discipline boundaries to reduce this variability. This paper details how digital technologies were incorporated into an agile pilot program to create a common framework for the exchange and management of the well plan. It follows the plan from its development to implementation in a unified, seamless process. Further the authors will demonstrate how the solution was developed across multiple organizations to deliver material value to all parties. Three companies created a collaborative business model to deliver a new digital system enhancing well construction planning and execution in terms of speed and completeness of data transfer, ease of access,and availability for building new data-based workflows and reporting. This business model continues to drive alignment throughout the companies’ well delivery business functions. This paper illustrates, "What is the value that digital transformation brings to my organization or job function".The simple answer is that if executed effectively, the transformation should produce a material improvement or outcome for the business. Digital technology creates material business value as a project management tool directly coupled with wellsite technologies. This approach, in turn, will enable improvement of the well design and SQDC performance in the delivery of the well plan.

scholarly journals Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

2003 ◽  
Vol 88 (1) ◽  
pp. 179-187 ◽  
Author(s):  
Alex M. Susskind ◽  
K. Michele Kacmar ◽  
Carl P. Borchgrevink
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Providers

scholarly journals Customer Loyalty In Indonesian’s Telecommunication Industry

2019 ◽  
Vol 9 (1) ◽  
pp. 4571-4577
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Technological Factors ◽  
Financial Factors ◽  
Service Factors ◽  
Major Data ◽  
Structured Questionnaire

The study seekss to determine factors that affect customer satisfaction towards their loyalty in Indonesian telecommunications industry. The research seeks to find out how the influence of financial factors, Technology Factors and Customer Service Factors are on Customer Satisfaction and the influence of financial factors, Technology Factors and Customer Service Factors on Customer Loyalty directly or indirectly. The sources of data used in the article are major data and minor data. The major data were attained from a structured questionnaire. The questionnaire was opened online and the total respondents obtained were 160 respondents and they were valid. The results of this questionnaire indicate that the factors that influence Customer Satisfaction, namely, financial factors, technological factors and customer service factors also affect Customer Loyalty to telecommunications service providers in Indonesia. This study found that Financial Factors, Technology Factors and Customer Service Factors had a prospective influence on Customer Satisfaction, Customer Satisfaction had a determining relationship with Customer Loyalty and it was found that indirectly Financial Factors and Technology Factors through Customer Customer Satisfaction had a determining influence on Customer Loyalty whereas Customer Service Factor did not.

scholarly journals MANAJEMEN PELAYANAN ISLAMI DALAM MENINGKATKAN KEPUASAN KONSUMEN DI TOKO ALFA BAROKAH KECAMATAN GAYAM KABUPATEN SUMENEP

2021 ◽  
Vol 2 (2) ◽  
pp. 127-143
Author(s):  
Santi Ekawati ◽  
A. Muhyiddin Khotib
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Providers ◽  
Business Management ◽  
Weather Factors ◽  
Inhibiting Factor ◽  
Good Customer Service ◽  
The Creation

The creation of consumer or customer satisfaction can make a harmonious relationship between service providers and customers. Since the establishment of the Alfa Barokah store, the needs of the community on the island of Sapudi have begun to be easy and easy to shop in meeting their daily needs. Provide and serve all the needs of the community in order to obtain financial and strengthen business management that is oriented towards service and obtaining halal profits, providing good customer service, providing all products for consumer needs. The discussion in this study is as follows: How is Islamic Management in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? And what are the inhibiting and supporting factors in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? Based on the results of research and studies that have been carried out by researchers, it shows that 1) Alfa Barokah Stores have treated consumers Islamically such as applying smiles, greetings and greetings to customers, paying attention to appearance and keeping clothes neat, having good and polite employees, providing some facilities and infrastructure and also respects customers like a king. 2) The inhibiting factor for the Alfa Barokah store is the slow delivery of goods due to weather factors. While the supporting factor is applying the attitude of Compliance, Reability, Empathy to customers.

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 Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

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