scholarly journals The impact of CRM on QoE : An exploratory study from mobile phone industry in Morocco

2015 ◽  
Vol 5 (2) ◽  
Author(s):  
Amine Aziza ◽  
Mourad Oubrich ◽  
Klaus Solberg Søilen
Keyword(s):  
Quality Of Service ◽  
Mobile Phone ◽  
Quality Of Experience ◽  
Customer Experience ◽  
Marketing Strategies ◽  
Market Penetration ◽  
Technological Support ◽  
The Impact ◽  
The Relationship

Today’s mobile phone sector is marked by intensified competition and strong market penetration. In this environment, the carriers offer their customers a wide variety of services that are quite similar from one operator to another. These customers are always searching for a quality of experience (QoE). On one hand, operators interact with their customers through CRM practices inspired by their marketing strategies and rolled out through their procedures and technological support. On the other hand, the customers expect an extremely high quality of service (QoS) and subjectively perceive the utility and usability (Qp) of these mobile services. This paradox led us to study the impact of CRM on the customer experience (QoE) in the mobile phone industry, in this study with data from Morocco. Empirical data confirms existing theory, CRM determinants for QoE include quality of service, quality of interaction with customer, claims management and customer knowledge. However, we also found that practitioners are aware that organizations should look beyond the relationship to manage the customer experience. To this end we developed a model based on the first four CRM determinants and the findings in this study.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Customer-Oriented Quality of Service Management Method for the Future Intent-Based Networking

2020 ◽  
Vol 10 (22) ◽  
pp. 8223
Author(s):  
Mykola Beshley ◽  
Peter Veselý ◽  
Andrii Pryslupskyi ◽  
Halyna Beshley ◽  
Marian Kyryk ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Quality Of Experience ◽  
Service Management ◽  
Customer Experience ◽  
Telecommunication Networks ◽  
Service Quality Management ◽  
Management Method

The rapid development and spread of communication technologies is now becoming a global information revolution. Customers have a need for communication services, which could be flexibly configured in accordance with their Quality of Experience (QoE) requirements. Realizing the close connection between customer experience and profitability, the service provider has been placing more and more attention on customer experience and QoE. The traditional quality of service management method based on SLA (Service Level Agreement) is not sufficient as a means to provide QoE-related contracts between service providers and customers. The current SLA method is mostly limited and focused on technical aspects of QoS (Quality of Service). Furthermore, they do not follow on the network the principles and semantic approach to the QoS specification for a communication service using QoE parameters. In this paper, we propose a customer-oriented quality of service management method for future IBN (Intent-Based Networking). It is based on a new QoE metric on a scale from 1 to 5, which allows one to take into account the commercial value of e-services for customers. Based on this approach, the network configuration and functionality of network equipment automatically changes depending on customer requirements. To implement the new method of service quality management, an algorithm for routing data packets in the network was developed, taking into account the current load of the forecast path. The algorithm of billing system functioning in conditions of customer-oriented quality management in telecommunication networks has been created. To investigate the effectiveness of the proposed method of service quality management with the traditional SLA method, we developed a simulation network model with the implementation of two approaches. By conducting a simulation, it was determined that the proposed method gives an average gain of 2–5 times for the criterion of the number of customers who require high quality of experience of the service.

scholarly journals Quality of Service and its Impact in Achieving Competitive Advantage

2019 ◽  
Vol 27 (2) ◽  
pp. 208-227
Author(s):  
Adnan Shamkhi Jabir ◽  
Kamil Shkaier Al.watifi ◽  
Abbas kh. Aljanabi
Keyword(s):  
Quality Of Service ◽  
Competitive Advantage ◽  
Simulation Method ◽  
Petroleum Products ◽  
Regression Equations ◽  
Simple Correlation ◽  
The Status ◽  
The Impact ◽  
The Relationship

This study aims to determine the impact of the (QoS) variable on the competitive advantage variable. To achieve this, the study relied on the quality of service in terms of reliability, responsiveness, flexibility, safety and connectivity and its competitive advantage in terms of cost, quality, flexibility, and delivery. The study tried to answer the questions of the problem, the most important of which is the quality of service in the organization in question? What is the level of competitive advantage offered by the organization in question? Is there a relationship between quality of service and competitive advantage in the organization in question? The study was conducted in the General Company for the distribution of petroleum products / Central Euphrates Distribution Authority / Babel Branch. The questionnaire was used to obtain the necessary data, as well as personal interviews. The opinions of 150 workers were analyzed in addition to 35 customers. The simple correlation coefficient was used to measure the correlation between the variables and the (T) test to determine the significance of the simple and multiple regression equations and also to use the analysis of the (Anova). The simulation method was used to generate data (views) of all the resolution sections that were pre-designed according to the five-dimensional Likert scale for the sample size (n=150). The study sought to achieve a set of objectives, the most important of which is to identify the relationship between quality of service, competitive advantage and the impact of quality of service on the competitive advantage, to make some recommendations that can contribute to improving the status of the organization in question. The study concluded with a number of conclusions, the most important of which is the organization's interest in responding quickly to the customer's needs when requesting service, noting the importance of the organization to provide most of the needs of the citizens of fuel on demand despite the difficult conditions of the country. The most important recommendations included the organization's interest in quickly responding to customers' requests, so it is important for them to maintain and develop these gains.

scholarly journals Customer-Bank Relationship in Commercial Banks Operating in Albania

2016 ◽  
Vol 1 (1) ◽  
pp. 254
Author(s):  
Jasmina Lumanaj ◽  
Virtyt Lesha
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Commercial Banks ◽  
High Performance ◽  
Significant Contribution ◽  
Dynamic Environment ◽  
Decision Makers ◽  
The Impact ◽  
The Relationship

Financial institutions with high performance are always looking to the needs and requirements of their clients, in order to survive and compete successfully in today's dynamic environment of corporations. For this reason researchers have stressed repeatedly the importance of customer satisfaction, loyalty and customer-bank relationship. The aim of this study is to develop a better theoretical and practical understanding of the impact that quality of service has in customer-bank relationship. This study examines the perception of service quality by clients of commercial banks operating in Albania and the effect that this quality has in customer-bank relationship. Measuring the perception of service quality is based on SERVQUAL model proposed by Parasuraman, Zeithaml - Berry (1988), while the measurement of customer-bank relationship is made according to the model proposed by Ward - Dagger (2007). Results of this analysis indicate that the quality of service is an important prerequisite of customer-bank relationship. From this study it is clear that managers and decision-makers in commercial banks in Albania seek to improve the quality of service elements, which constitute the most significant contribution to the improvement and strengthening of the relationship.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

The Impact of Competitive Quasi-Market on Service Delivery in Benue State University, Makurdi Nigeria

GIS Business ◽  
2019 ◽  
Vol 14 (4) ◽  
pp. 85-98
Author(s):  
Idoko Peter
Keyword(s):  
Service Delivery ◽  
A Priori ◽  
Least Square ◽  
Secondary Source ◽  
State University ◽  
Ordinary Least Square ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship

This research the impact of competitive quasi market on service delivery in Benue State University, Makurdi Nigeria. Both primary and secondary source of data and information were used for the study and questionnaire was used to extract information from the purposively selected respondents. The population for this study is one hundred and seventy three (173) administrative staff of Benue State University selected at random. The statistical tools employed was the classical ordinary least square (OLS) and the probability value of the estimates was used to tests hypotheses of the study. The result of the study indicates that a positive relationship exist between Competitive quasi marketing in Benue State University, Makurdi Nigeria (CQM) and Transparency in the service delivery (TRSP) and the relationship is statistically significant (p<0.05). Competitive quasi marketing (CQM) has a negative effect on Observe Competence in Benue State University, Makurdi Nigeria (OBCP) and the relationship is not statistically significant (p>0.05). Competitive quasi marketing (CQM) has a positive effect on Innovation in Benue State University, Makurdi Nigeria (INVO) and the relationship is statistically significant (p<0.05) and in line with a priori expectation. This means that a unit increases in Competitive quasi marketing (CQM) will result to a corresponding increase in innovation in Benue State University, Makurdi Nigeria (INVO) by a margin of 22.5%. It was concluded that government monopoly in the provision of certain types of services has greatly affected the quality of service experience in the institution. It was recommended among others that the stakeholders in the market has to be transparent so that the system will be productive to serve the society effectively

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals COVID-19 Pandemic and Quality of Life among Romanian Athletes

2021 ◽  
Vol 18 (8) ◽  
pp. 4065
Author(s):  
Germina-Alina Cosma ◽  
Alina Chiracu ◽  
Amalia Raluca Stepan ◽  
Marian Alexandru Cosma ◽  
Marian Costin Nanu ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Trait Anxiety ◽  
Negative Impact ◽  
Well Being ◽  
Quality Of Life Scale ◽  
Life Scale ◽  
Personality Item ◽  
The Impact ◽  
The Relationship

The aim of this study was to analyze athletes’ quality of life during the COVID-19 pandemic. The study involved 249 athletes between 15 and 35 of age, M = 21.22, SD = 5.12. The sample was composed of eight Olympic Games medalists, three European medalists, 67 international medalists, and 63 national medalists. The instruments used were: (1) COVID-19 Anxiety Scale, (2) Athlete Quality of Life Scale, (3) Impact of Pandemic on Athletes Questionnaire, and (4) International Personality Item Pool (IPIP Anxiety, Depression, and Vulnerability Scales). The results indicate significant differences in COVID-19 anxiety depending on the sport practiced, F (9239) = 3.81, p < 0.01, showing that there were significant differences between sports. The negative impact of the COVID-19 pandemic mediates the relationship between trait anxiety and the athletes’ quality of life. The percentage of mediation was 33.9%, and the indirect effect was −0.11, CI 95% (−0.18, −0.03), Z = −2.82, p < 0.01. Trait anxiety has an increasing effect on the intensity of the negative impact of the COVID-19 pandemic, 0.23, CI 95% (.10, 0.35), Z = 3.56, p < 0.01, and the negative impact of the COVID-19 pandemic has a decreasing effect on quality of life, −0.47, CI 95% (−0.67, −0.27), Z = −4.62, p < 0.01. Gender and age did not moderate the relationship between the negative impact of COVID-19 and athletes’ quality of life. The results of the study highlighted the impact that social isolation and quarantine have on athletes’ affective well-being.

scholarly journals The impact of regular sperm donation on bulls’ seminal plasma hormonal profile and phantom response

2021 ◽  
Vol 11 (1) ◽  
Author(s):  
Alicja Kowalczyk ◽  
Elżbieta Gałęska ◽  
Ewa Czerniawska-Piątkowska ◽  
Anna Szul ◽  
Leszek Hebda
Keyword(s):  
Seminal Plasma ◽  
Sperm Donation ◽  
Hormonal Profile ◽  
Holstein Friesian ◽  
Different Seasons ◽  
Day Of The Week ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

AbstractThe aim of this study was to analyze the relationship between the concentration of hormones in the seminal plasma, the bull maintenance system in the insemination station, and the regularity of sperm donation and the response to the phantom (libido level). An additional goal was to determine whether there is a relationship between the hormonal profile in the blood, the sperm plasma, the oxidative and antioxidant profile in the blood of bulls and the biometry of their testicles and scrotum, as well as the quality of their sperm in both different seasons and intensities of reproductive use. For the study, 220 healthy and sexually mature Polish Holstein–Friesian bulls were used. They all had normal libido and were fed equally. The animals were grouped according to the scheme: young (16–20 month/n = 60) and old (26–30 month/n = 60) including: individually housed (n = 30) and group housed (n = 30) young, old individually housed (n = 30) and group housed (n = 30) (n total animals = 120); young animals donating semen once a week (every Thursday) (n = 25) and sporadically (once every two months on a random day of the week) (n = 25), old animals donating semen once a week (every Thursday) (n = 25 ) and sporadic donors (once every two months on a random day of the week) (n = 25) (n total animals = 100). When analyzing the results of this study, it should be stated that regular use has a positive effect on the secretion of sex hormones in bulls. Higher levels of testosterone and lower levels of estradiol and prostaglandins resulted in higher sexual performance, expressed by a stronger response to the phantom. The differences in favor of regular use were independent of the bull's age. The results of our research illustrate that the quality of semen and its freezing potential may depend on the season and frequency of its collection, as well as on the age of the males.

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