scholarly journals Determining the increased numerical value of customer satisfaction, which has been impacted by latent and observed factors in after-sales service in the automotive industry, based on System Dynamics Method. (A Case study in car manufacturer)

2021 ◽  
Author(s):  
Shahriar Soltani ◽  
◽  
Farzad Movahedi Sobhani ◽  
Seyed Esmaeil Najafi ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
System Dynamics ◽  
Automotive Industry ◽  
Latent Variables ◽  
Customer Relationship ◽  
Future Research ◽  
Satisfaction Index ◽  
New Policies ◽  
The Cost

Contextualized in the field of customer satisfaction in after-sales service in the automotive industry, the authors contribute to increasing customer satisfaction in three fundamental ways. First, by offering a new conceptual framework that integrates prior studies and Delphi methodology to survey the automotive industry's experts to identify essential and influential variables on customer satisfaction. Second, by developing a system dynamics and modeling method to evaluate the effect of these variables on each other, and unlimitedly investigate these variables' impact on customer satisfaction. Third, by offering an improvement scenario, we indicated what combination of observed and latent variables leads to a numerical increase in the customer satisfaction index. The survey's analytical results suggest that the cost of services and repair time is reduced by 30%, and the time of car acceptance in the repair shop is reduced by 20%. At the same time, the satisfaction with repair order description is increased by 30%, resulting in a 5% increase in numerical satisfaction with the overall service. Heretofore did not use a dynamic system model to determine the numerical amount of increasing customer satisfaction with after-sales service in the automotive industry. Therefore, the results of this study can be used as a basis for developing new policies in customer relationship management in automotive companies to increase customer satisfaction. This fact can lead to an increase in sales and ultimately the company's profitability. The article contributes to future research by quantitatively determining the number of changes in the significant factors to increase customer satisfaction.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals Monitoring the technological processes in the wood industry in order to make them more efficient through technical overhauling

2019 ◽  
Vol 290 ◽  
pp. 02007
Author(s):  
Radu Dan Paltan ◽  
Cristina Biriş ◽  
Loredana Anne-Marie Rădulescu
Keyword(s):  
Automotive Industry ◽  
Operating Mode ◽  
Solid Wood ◽  
Production Costs ◽  
Operating Costs ◽  
Future Research ◽  
Wood Industry ◽  
Research Article ◽  
State Of Research ◽  
The Cost

Of many techniques that are used to optimize production and costs, the studies conducted within a profile company lead to our choice for testing the 6Sigma method (the most used method in the automotive industry) in view of the economic efficiency applied in the wood Industry company. This method measures how many flaws exist in a process and determines in a systematic way how to improve it by technical overhauling and eliminating or minimizing the process for efficiency. This research article aims to study the state of research on the optimization of the production process through technical overhauling for panels reconstituted from solid wood and ways to make production more efficient by cutting costs through technical overhauling. From preliminary research, we estimate that all the items founded and others that will result from further research will result in a significant decrease in production costs that are reflected in the cost of the finished product and consequently in increasing the yield of the company by maximizing its profit. At the same time it may be the basis of future research studies in the field. The easier it is to maximize profits, the lower the operating costs are and the higher recovery rate of investments are, that will result a change in the operating mode: “working smarter not harder”.

An approach to setting up a national customer satisfaction index: the Jordan case study

2011 ◽  
Vol 38 (9) ◽  
pp. 1977-1993 ◽  
Author(s):  
Amjad D. Al-Nasser ◽  
Mohammad Y. Al-Rawwash ◽  
Anas S. Alakhras
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

Linking Job Satisfaction and Customer Satisfaction in the Cruise Industry: Implications for Hospitality and Travel Organizations

1998 ◽  
Vol 22 (1) ◽  
pp. 4-14 ◽  
Author(s):  
Mark R. Testa ◽  
Cindy Skaruppa ◽  
Dale Pietrzak
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Latent Variables ◽  
Direct Relationship ◽  
Service Industries ◽  
Future Research ◽  
Cruise Industry ◽  
Employee Job Satisfaction ◽  
New Methods ◽  
The Relationship

Service quality and customer satisfaction are vital concerns in service industries, particularly in the cruise industry. As such, the development of new methods for improving both is essential. A model of attitudes, intentions, and behaviors proposed by Bagozzi and refined by Schmit and Allscheid was tested to determine if employee job satisfaction and customer satisfaction were related constructs in the cruise industry. The hypothesized model did not account for the relationship between the measured and latent variables; however, a direct relationship between employee job satisfaction and customer satisfaction was found to exist (R2 = . 30). Implications for hospitality and travel organizations are discussed, and recommendations are made for future research.

Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study

2014 ◽  
Vol 31 (8) ◽  
pp. 921-937 ◽  
Author(s):  
Vahid Nabavi ◽  
Majid Azizi ◽  
Mehdi Faezipour
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Implementation Process ◽  
Iso 9001 ◽  
Ahp Method ◽  
Content Type ◽  
Satisfaction Index

Purpose – The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization. Design/methodology/approach – This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software. Findings – According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study. Originality/value – This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.

scholarly journals Development of a System Dynamics Computer Model for the Simulation of the Effects of an Alternate Water Source Development Project on the Water Supply Systems Management and Customer Satisfaction

10.29007/3s3f ◽  
2018 ◽  
Author(s):  
Suwan Park ◽  
Jae-Hong Ha
Keyword(s):  
Customer Satisfaction ◽  
Water Supply ◽  
System Dynamics ◽  
Water Source ◽  
Development Project ◽  
Service Improvement ◽  
Water Supply Systems ◽  
Computer Simulation Model ◽  
Improvement Project ◽  
Satisfaction Index

In this paper, a System Dynamics (SD) computer simulation model was developed to assess the effects of developing and providing an alternate water source on the management of a water supply system and customer satisfaction. A water supply service satisfaction index was also developed to estimate the level of overall customer satisfaction on water supply service. Data from the Busan water supply authority and the Korea Development Institute regarding the Nakdong riverbank filtration development were utilized for the construction of the model. Major managerial indicators of the system under study were analyzed by the simulations of the model that incorporates the development of the alternate water source for Busan. The developed SD model and the water service index may be further utilized as a tool that can assess the extent and timing of an additional service improvement project.

scholarly journals PENYELENGGARAAN MAKANAN DAN TINGKAT KEPUASAN KONSUMEN DI KANTIN ZEA MAYS INSTITUT PERTANIAN BOGOR

2014 ◽  
Vol 8 (2) ◽  
pp. 151
Author(s):  
Arnati Wulansari ◽  
Budi Setiawan ◽  
Tiurma Sinaga
Keyword(s):  
Zea Mays ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Descriptive Analysis ◽  
Food Service ◽  
Nutrient Content ◽  
Satisfaction Index ◽  
Dining Room

<p>This research aimed was to know food service and level of customer satisfaction in the Zea Mays cafetaria at Bogor Agricultural University. Case study and descriptive analysis were applied in this study. Sampling method of purposive sampling was carried out and number of subjects used was 95 people. The food service in the Zea Mays cafetaria consists of planning, purchasing, receiving, storing, processing, and distributing. The result of analysis based on Importance Performance Analysis showed that the most important attribute was the security and hygiene product and the highest performance levels was the cleanliness of dining room. More than fifty percent subjects was concerned against nutrient content of the menu (50.5%). Based on the Customer Satisfaction Index the satisfaction value was 69.3 (satisfied). There was a correlation between job and education level with quality of the product and between income with nutrient content (p&lt;0.05).</p>

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