scholarly journals THE ROLE OF CUSTOMER SATISFACTION IN INCREASING SALES IN THE SERVICE SECTOR

10.26458/1946 ◽  
2019 ◽  
Vol 19 (4) ◽  
pp. 113-126
Author(s):  
Nicat HACIYEV
Keyword(s):  
Customer Satisfaction ◽  
Service Sector ◽  
Hotel Industry ◽  
Customer Expectations ◽  
Individual Approach ◽  
Level Increase ◽  
The Future ◽  
Key Factor ◽  
High Level

This paper’s aim is to explain the role of customer satisfaction in service sector, especially in hotel and bank industries and the ways in which customer satisfaction can be measured and increased. Customer satisfaction is the key factor that determines the future sales of the company. This paper provides detailed information on how customer satisfaction affects and can be increased in bank and hotel industries. In order to explain it, the paper contains information about SERVQUAL Method for explaining customer expectations in five measurements such as reliability, responsiveness, assurance, empathy and tangibles; and 5 Gaps regarding hotel industry and Service Profit Chain for bank industry. [Arlen, 2008] The study supports understanding customers, having an individual approach to each of them, keeping good relationships with them and with keeping customer satisfaction in high level increase sales.  

Forecasting Research and Technoscience: Contemporary Status, Specifics and Prospects

2021 ◽  
Vol 13 (2) ◽  
Author(s):  
Lyudmila Ivancheva ◽  
Keyword(s):  
New Technologies ◽  
Modern Science ◽  
Policy Instrument ◽  
Special Role ◽  
Social Interests ◽  
The Future ◽  
Key Factor ◽  
Contemporary Status

The article emphasizes the role of the advancement of modern science and new technologies in forecasting research as a key factor for making prognoses for the future. It presents the concept of technoscience, developed by the author, as a blend and symbiosis of modern science and technologies, converging on the basis of similar purposes, objects of treatment and outcomes, as well as of the rising engagement with social interests and attitudes. Furthermore, the main kinds of forecasting research with their specifics, advantages and limitations are outlined, pointing out the special role of building foresight scenarios for the future as a prognosis and policy instrument. The tendencies in this field of research are identified, revealing the challenges related to modern technoscience, and the possible solutions.

Hydrotesting and In-Line Inspection: Now and in the Future

2016 ◽  
Author(s):  
Jerry Rau ◽  
Mike Kirkwood
Keyword(s):  
New Technologies ◽  
Inert Gases ◽  
Alternative Methods ◽  
Operating Pressure ◽  
Inherent Safety ◽  
Safety Issues ◽  
The Future ◽  
Integrity Assurance ◽  
High Level

Pressure testing of pipelines has been around in some form or another since the 1950s1–14. In its earliest form, operators used inert gases such as Nitrogen or even air to test for pipeline integrity. However, with the significant increases in pipeline pressures and inherent safety issues with a pressurized gas, the switch to using water happened in the late 1960’s15–17. Hydrostatic tests (referred to as hydrotests) have been used since then to set and reset the Maximum Allowable Operating Pressure (MAOP) for pipelines but as other technologies develop and gain acceptance will hydrotesting still play a key role in pipeline integrity in the years ahead? Currently, hydrotesting is a topic for the impending US Pipeline and Hazardous Materials Safety Administration’s (PHMSA) Proposed New Rule Making (PNRM)18. Under the NPRM, hydrotesting is required to verify MAOP on pre-1970s US “grandfathered” pipelines, as well as on pipelines of any age with incomplete or missing testing record and include a high level test with a “spike” in pressure. But hydrotesting may not be the only method. Alternative methods and new technologies — used alone or used in combination with hydrotesting — may help provide a more comprehensive way for operators to identify and address potential problems before they become a significant threat. This paper explores both sides of the argument. Before In-Line Inspection (ILI) technology was even available, hydrotesting was the absolute means of the proof of integrity. However, hydrotesting is under scrutiny for many reasons that this paper explores. ILI was introduced in the 1960’s with the first commercially available Magnetic Flux Leakage (MFL) tools that presented the industry with an alternative. Currently there are a huge array of available technologies on an ILI tool and so is the role of the hydrotest over? The paper looks at the benefits of the hydrotest and these are presented and balanced against available ILI technology. Furthermore, as pipelines are being developed in even more harsh environments such as deepwater developments, the actual logistics of performing a hydrotest become more challenging. The paper will also look at both applications onshore and offshore where regulators have accepted waivers to a hydrotest using alternative methods of proving integrity. The paper concludes with the current use and needs for hydrotesting, the regulatory viewpoint, the alternatives and also what the future developments need to focus on and how technology may be improved to provide at least a supplement if not a replacement to this means of integrity assurance.

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals The Relationship between Customers and Community Pharmacies during the COVID-19 (SARS-CoV-2) Pandemic: A Survey from Italy

2021 ◽  
Vol 18 (18) ◽  
pp. 9582
Author(s):  
Francesca Baratta ◽  
Michele Ciccolella ◽  
Paola Brusa
Keyword(s):  
Social Inequalities ◽  
Essential Element ◽  
Disease Outbreak ◽  
Community Pharmacies ◽  
Misleading Information ◽  
Level Of Satisfaction ◽  
The Future ◽  
High Level ◽  
The Relationship

Community pharmacies are among the most easily accessible health services. Considering the major impact of COVID-19 in social terms, the purpose was to analyse the evolution of the relationship between community pharmacies and customers during the pandemic in 2020 and to understand which strategies should be implemented in the future. The data have been collected from May to December 2020. Pharmacists administered a questionnaire, also available online, to all customers that agreed to participate. The total number of respondents was 502. The results obtained confirm a generally high level of satisfaction with pharmacies among customers and appreciation for the role of community pharmacies. For the future, the priority is to monitor the situation to break down social inequalities. A task that can be entrusted to the branch of the healthcare service ideally suited to this end: local medicine, of which the community pharmacy is an essential element. The post-pandemic pharmacy will need to have the skills to provide accurate and reliable information on issues, including broad topics such as prevention and lifestyle to fight “syndemic” (two or more factors that work together to make a disease worse) and “infodemic” (too much information including false or misleading information during a disease outbreak).

Environmental patterns in the origin and diversification loci of Early Cambrian skeletalized Metazoa: Evidence from the Avalon microcontinent

2004 ◽  
Vol 10 ◽  
pp. 93-106 ◽  
Author(s):  
Ed Landing ◽  
Stephen R. Westrop
Keyword(s):  
Protective Role ◽  
Uv Damage ◽  
Marine Communities ◽  
Initial Stage ◽  
Key Factor ◽  
Cambrian Radiation ◽  
High Level ◽  
Ediacaran Fauna ◽  
High Diversity

The Cambrian Radiation was expressed as major changes in marine communities. High-diversity skeletalized metazoan faunas appeared and persisted with little change in the most proximal onshore habitats and show little expansion into the offshore through much of the long (ca. 24 m.y.) pretrilobitic Placentian Epoch on the Avalon microcontinent. These small shelly fossil communities and a large number of coelomate burrowers that appeared earlier in the Placentian comprise the Placentian Ecologic Evolutionary Unit (new)—the initial stage of the Cambrian Evolutionary Fauna. Early members of a number of high-level metazoan groups were concentrated in onshore habitats vacated by the demise of the Ediacaran fauna, where they diversified and, possibly, originated no earlier than latter part of the Placentian Epoch (543–ca. 519 (m.y.a.). Development of unstable substrates and predation in open shelf habitats occupied coelomate trace producers may have been a key factor in the restriction of diverse skeletalized metazoan faunas to peritidal habitats, where mineralized skeletons may have served as protection from desiccation and UV-damage. In contrast, the oldest trilobites are most diverse and abundant in offshore habitats, and their appearance in habitats dominated by large trace producers suggests a protective role of their mineralized integument.

scholarly journals Modulatory effects of PKC activity on increased 92-kDa gelatinase secretion by neonatal alveolar macrophages

1997 ◽  
Vol 273 (5) ◽  
pp. L989-L996 ◽  
Author(s):  
Christophe Delacourt ◽  
Patricia Rouet-Benzineb ◽  
Christophe Delclaux ◽  
Jeannique L’Hour ◽  
Alain Harf ◽  
...  
Keyword(s):  
Alveolar Macrophages ◽  
Postnatal Period ◽  
Calpain Inhibitor ◽  
Calpain Activity ◽  
Adult Rats ◽  
Age Related ◽  
Key Factor ◽  
Old Rats ◽  
High Level

We previously demonstrated that alveolar macrophages (AMs) from neonatal rats can secrete more 92-kDa gelatinase than AMs from adult rats. In this study, we investigated the role of the protein kinase C (PKC) pathway in the transductional regulation of 92-kDa gelatinase secretion by rat AMs, and we also evaluated maturational changes in this role with increasing postnatal age. After AM stimulation by phorbol 12-myristate 13-acetate (PMA), we observed a dose-dependent increase in gelatinase secretion that was significantly more marked in AMs from 6-day-old rats than in AMs from adult rats and that was inhibited by the PKC inhibitor calphostin C. Adenosine 3′,5′-cyclic monophosphate mimetics or concanavalin A failed to induce an increase in gelatinase secretion by AMs. Time-dependent variations in PKC activity after PMA stimulation differed significantly between 6-day-old rats and adult rats; PKC activity decreased in adult AMs (50%) but remained stable in 6-day-old AMs. We therefore investigated age-related differences in the intracellular proteolytic degradation of PKC, which is thought to be mediated by calpains. Leupeptin, used as a calpain inhibitor, inhibited the decrease in PKC activity after exposure of adult AMs to PMA and induced a greater than threefold increase in PMA-induced gelatinase secretion. Calpain activity was significantly lower in AM extracts from 6-day-old than from adult rats. The physiological implication of these developmental changes in 92-kDa gelatinase regulation was demonstrated by investigation of AMs from 1-day-old rats that showed a high level of spontaneous PKC-dependent gelatinase secretion coexisting with very low calpain activity. We conclude that sustained PKC activity is a key factor in the increased gelatinase secretion by AMs seen during the postnatal period and is due, at least in part, to reduced PKC degradation.

The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry

2003 ◽  
Vol 10 (1-2) ◽  
pp. 3-25 ◽  
Author(s):  
Jay Kandampully ◽  
Dwi Suhartanto
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Hotel Industry

Virtual currency schemes – the future of financial services

foresight ◽  
2015 ◽  
Vol 17 (4) ◽  
pp. 365-377 ◽  
Author(s):  
Alicja Mikołajewicz-Woźniak ◽  
Anna Scheibe
Keyword(s):  
Financial Services ◽  
Service Sector ◽  
Environmental Changes ◽  
Virtual Currency ◽  
Content Type ◽  
Market Growth ◽  
Starting Point ◽  
The Future ◽  
The Impact

Purpose – The purpose of the paper is to determine the future role of virtual currencies. This paper indicates their pros and cons as alternatives to “real” money and explains their appearance as the reflection of the present trends. It also presents the possible scenarios of their development. Design/methodology/approach – The paper is based on the former foresight research results and literature review. It highlights the main trends in contemporary economy and their impact on financial services. The Bitcoin case is the starting point for the virtual currencies’ market analysis and construction of possible market changes scenarios. Findings – Virtual currency schemes are the reflection of present trends. They are just ahead of our times but may become a common means of payment, changing the way of providing financial services, eliminating intermediaries and marginalizing the role of financial institutions. Research limitations/implications – The multiplicity of virtual currencies and ceaseless introduction of innovations impede the presentation of the complete market picture. The lack of reliable statistical data makes the estimation of the market growth difficult. Practical implications – This paper indicates influence of technology development, virtualization and networking on payment systems’ functioning. Social implications – This paper shows the impact of environmental changes on consumers’ acceptance of virtual currencies. Originality/value – The virtual currency as a payment system is quite new and still a marginalized phenomenon. Nevertheless, the pace of virtual currency market growth after its recent introduction and appearance of Bitcoin successors seems to be the signs of future changes in financial service sector.

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