Kano, Customer Satisfaction Factor, and PCSI Model Research to Derive Priorities for Quality Improvement in Korean Smart Pay Service

2020 ◽  
Vol 35 (4) ◽  
pp. 29-48
Author(s):  
Jae－hoon Choi ◽  
Pan－soo Kim
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Model Research

scholarly journals Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia

2016 ◽  
Vol 10 (27) ◽  
pp. 1476 ◽  
Author(s):  
Ines Dužević ◽  
Mia Delić ◽  
Blaženka Knežević
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Strong Influence ◽  
Value Added ◽  
Mobile Commerce ◽  
Equation Model ◽  
Key Factors ◽  
Model Research ◽  
Research Findings ◽  
Customer Satisfaction And Loyalty

Mobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce.  Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers’ satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer’ loyalty. The implication of this research to researchers and practitioners is discussed.

scholarly journals ANALISIS KELAYAKAN INVESTASI PERBAIKAN KUALITAS PELAYANAN DI AJB BUMI PUTERA 1912 CABANG SIDOARJO

2012 ◽  
Vol 12 (2) ◽  
pp. 126
Author(s):  
YUSTINA NGATILAH ◽  
C.INDRI PARWATI
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Research Result ◽  
Customer Retention ◽  
Planning Horizon ◽  
Quality Improvement Program ◽  
Improvement Program ◽  
Market Growth ◽  
Data Market ◽  
Main Thing

Customer satisfaction is the main thing that must be considered by every company, both service and production, so customers do not switch keperusahaan competitors, and customer satisfaction always changing according to the era or the era of human development. In terms of customer satisfaction that this changing, we need quality improvement program. This study used the method ROQ (Retrun On Quality), namely, the methods used for decision making will improve the quality of the proposed program, can be used or not. ROQ very to influence by the amount of customer satisfaction, customer retention and cost of the proposed program of quality improvement. In determining the quality improvement program proposal, use graph mapping IP From research result shows an increase in customer satisfaction and customer retention, each of which is 80.41% to 81.22% and 24.56% to 28.56%, which reached the stage These proposals deserve diimpelementasikan quality improvement program. By using the data market growth, market share data, the average benefits agents and the interest rate at the time of planning time, then the calculation can be done ROQ.ROQ calculations, requiring the calculation of NPV, NPV0, NPVAS conducted as a planning horizon of 5 periods ahead. From the calculation results, obtained NPV Rp.152.636.602.289, 00; NPV0 for Rp.145.407.658.197,00; and NPVAS of Rp.3.573.189.670, 00; so ROQ value of 2.0231. The result was states that the proposal is feasible quality improvement program to be implemented, until rate reached 46.457%.

Role of Production Part Approval Process in Continuous Quality Improvement and Customer Satisfaction

2016 ◽  
Vol 22 ◽  
pp. 174-183 ◽  
Author(s):  
Jigar A. Doshi ◽  
Darshak A. Desai
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Continuous Quality Improvement ◽  
Manufacturing Process ◽  
Small And Medium Enterprises ◽  
Bulk Material ◽  
Approval Process ◽  
Continuous Quality ◽  
Production Part

Production Part Approval Process (PPAP) defines generic requirements for production part approval, including production and bulk material. The objective of PPAP is to recognize all customer requirements and to prove that manufacturing process has the potential to produce product consistently meeting these requirements during actual production run. Hence it increases customer confidence in the organisation and enhance customer satisfaction, but PPAP is much more than that. By implementing PPAP, organisation gets more benefits like manufacturing process improvement and standardisation, rejection reduction, high quality product, customer acceptance and many more which contributes towards continuous quality improvement. In this case study based research, the role of PPAP in the quality improvement and customer satisfaction is presented. The PPAP was implemented in four Small and Medium Enterprises (SMEs) and its effect on quality and customer satisfaction was monitored. The experience of the SMEs and their customer’s feedback after implementation of PPAP is presented as a result.

Implementing Quality Improvement Programs Designed to Enhance Customer Satisfaction: Quasi-Experiments in the United States and Spain

2000 ◽  
Vol 37 (1) ◽  
pp. 102-112 ◽  
Author(s):  
Duncan I. Simester ◽  
John R. Hauser ◽  
Birger Wernerfelt ◽  
Roland T. Rust
Keyword(s):  
United States ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
State Of The Art ◽  
The United States ◽  
Multinational Firm ◽  
Dependent Variables ◽  
Quasi Experimental ◽  
Improvement Programs ◽  
Quality Improvement Programs

A multinational firm uses sophisticated, state-of-the-art methods to design and implement customer satisfaction improvement programs in the United States and Spain. Quasi-experimental analysis reveals a complex and surprising picture that highlights (1) implementation issues (empowerment), (2) a construct of residual satisfaction not captured by customer needs, and (3) the managerial need for combining nonequivalent controls and nonequivalent dependent variables.

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