scholarly journals Customer Satisfaction Improvement for Sales Points of Mobile Companies with an Application Example

2012 ◽  
Vol 1 (1) ◽  
pp. 115-133
Author(s):  
سعيد علي حسن، ومحمد رضا كابلي سعيد علي حسن، ومحمد رضا كابلي
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Text Messaging ◽  
Electronic Device ◽  
Total System ◽  
Time Data ◽  
Net Profit ◽  
Portable Electronic Device ◽  
Number Of Customers ◽  
System Time

A mobile phone is a portable electronic device that uses a network of cell sites and supports SMS services for text messaging and MMS for photos and videos. This paper focuses on mobile's sales points to predict and economically schedule numbers of sales executives for highest customer satisfaction. Primary goal is to determine the best number of opened workstations to decrease customers waiting time. Data were collected from Qmatic system at a sales point in Jeddah for 2011. Simulation was done using Arena. Required data were average number of tickets taken, average service time, total number of customers served, total number of customers not show and number of resources. The best scenario attained a net profit of SR 1,509,506 with total system time of 453 seconds which was decreased by 72%. Number of unsatisfied customers was decreased by 77%, number of satisfied customers increased by 374% and net profit increased by 6.2% despite increasing number of employees.

scholarly journals Analysis of the Queuing System for the Indonesian Islamic Bank (BSI) Bengkulu Branch

2022 ◽  
Vol 3 (1) ◽  
pp. 70-80
Author(s):  
Angga Putra Pertama ◽  
Sulisti Afriani ◽  
Ida Ayu Made Er Meytha Gayatri
Keyword(s):  
Queuing Theory ◽  
Service Level ◽  
Queuing System ◽  
Service Discipline ◽  
Total System ◽  
Theory Analysis ◽  
Optimal Service ◽  
Calculation Results ◽  
Number Of Customers ◽  
System Time

The purpose of this study is to determine the average level of customer arrivals and the average service time of customers in the queue. The analytical model used in this study is a multi-channel single-phase queuing theory analysis with a mathematical formula. The queuing process is a process related to the arrival of the customer to a queuing system, then waiting in the queue until the waiter selects the customer according to the service discipline, and finally the customer leaves the queuing system after the service is finished. At Bank Syariah Indonesia (BSI) KC Bengkulu S. Parman 1 there are 5 tellers provided to serve customers who will make deposits, withdrawals and cash transfers. Queues that occur at the optimal service level can be obtained by the performance of the queuing system with the calculation results, namely, the average number of customers in the queue (nq) 31.88 customers, customers in the total system 33.08 people, the average time in the queue 0, 000767 and the total system time is 0.034097 or 2 minutes. Thus, customers do not take too long to make transactions. With the number of tellers as many as five people, there is a long waiting time for customers (Wq) in the queue, which is 0.02777 hours or 2 minutes and the average number of customers in the queue (Ls) is 2 people..

scholarly journals Simulation and analysis of queues in banks: a case study of an agency in the southern State of Rio de Janeiro

2020 ◽  
Vol 11 (3) ◽  
pp. 892
Author(s):  
Tulio Cremonini Entringer
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Rio De Janeiro ◽  
Distinct Group ◽  
Operating Costs ◽  
Southern State ◽  
Depth Study ◽  
Number Of Customers ◽  
Adequate Management

An in-depth study of wait times in queues has become a factor of the banks' full interest for service improvements and reduced operating costs. When the demand is greater than the capacity offered the queue is formed, that is, queuing system is any process where a distinct group waits for a service. When there is adequate management, customer waiting time can be minimized, resulting in customer satisfaction and hence higher profitability. In view of this, the present work proposes a study of the flow of clients in an agency banking in the southern state of Rio de Janeiro. This work uses the qualitative and quantitative approach. The research is classified as descriptive, explanatory, bibliographical and case study. This work also presents the main concepts about simulation, modeling, specifically, in the Arena software, and describes the method of how the data were obtained for the construction of the model. The model simulates the capacity rate, number of customers in the queue, time of service and waiting time at which the customer can be subject at the agency banking. With such a study, we can analyze the behavior of queues in the system and thus propose improvements in order to guarantee the best scenario for both organization and customer satisfaction.

PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH PT. BANK PERKREDITAN RAKYAT GRACIA MANDIRI BEKASI TIMUR

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Dr. Iwan Kurniawan Subagja, SE., MM.
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Small Businesses ◽  
Sampling Technique ◽  
Corporate Image ◽  
Business World ◽  
Long Period ◽  
Number Of Customers

In the current era of globalization the level of competition in the business world becomes increasingly tight. Many are doing small businesses that require capital, or small businesses that are developing to increase the ability of an increasing economy. This relates to one of the most important objectives and should be undertaken by all types of business: maintaining the viability of the company over a long period of time (going concern), business activities sometimes, visiting some things with competition to gain additional capital. This also makes it a challenge for bank companies to showcase their brand and quality of service that is superior and satisfactory to the purpose and number of customers. This study aims to describe the quality of service and corporate image to customer satisfaction PT. Bank Perkreditan Rakyat Gracia Mandiri Bekasi Timur. Samples and this research lied 100 respondents with sampling technique purposive sampling. The method of analysis used are description and regression analysis. The results showed that the quality of service and corporate image include customer satisfaction.

493 Evaluation of Patient Waiting Times for Plain Radiographs Whilst Attending Outpatient Clinics in A Tertiary Orthopaedic Centre

2021 ◽  
Vol 108 (Supplement_2) ◽  
Author(s):  
Z Hayat ◽  
E Kinene ◽  
S Molloy
Keyword(s):  
Waiting Time ◽  
Waiting Times ◽  
Time Frame ◽  
Outpatient Clinics ◽  
Contributing Factors ◽  
Time Data ◽  
Work Related ◽  
Mean Waiting Time ◽  
Appointment Time ◽  
Related Stress

Abstract Introduction Reduction of waiting times is key to delivering high quality, efficient health care. Delays experienced by patients requiring radiographs in orthopaedic outpatient clinics are well recognised. Method To establish current patient and staff satisfaction, questionnaires were circulated over a two-week period. Waiting time data was retrospectively collected including appointment time, arrival time and the time at which radiographs were taken. Results 84% (n = 16) of radiographers believed patients would be dissatisfied. However, of the 296 patients questioned, 56% (n = 165) were satisfied. Most patients (89%) felt the waiting time should be under 30 minutes. Only 36% were seen in this time frame. There was moderate negative correlation (R=-0.5); higher waiting times led to increased dissatisfaction. Mean waiting time was 00:37 and the maximum 02:48. Key contributing factors included volume of patients, staff shortages (73.7%), equipment shortages (57.9%) and incorrectly filled request forms. Eight (42.1%) had felt unwell from work related stress. Conclusions A concerted effort is needed to improve staff and patient opinion. There is scope for change post COVID. Additional training and exploring ways to avoid overburdening the department would benefit. Numerous patients were open to different days or alternative sites. Funding requirements make updating equipment, expanding the department and recruiting more staff challenging.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

2021 ◽  
Vol 12 (4) ◽  
pp. 1618-1630
Author(s):  
Surachman Surjaatmadja, Et. al.
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Technology Use ◽  
Perceived Risk ◽  
Customer Value ◽  
Customer Experience ◽  
Structural Relationship ◽  
Service Development ◽  
Functional Quality ◽  
Number Of Customers

Investigation on the structural relationship of  information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction  during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to  customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used  contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction.  In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction  when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development. 

An Experimental Investigation of the Effect of Subcooling on Bubble Growth and Waiting Time in Nucleate Boiling

1985 ◽  
Vol 107 (1) ◽  
pp. 168-174 ◽  
Author(s):  
E. A. Ibrahim ◽  
R. L. Judd
Keyword(s):  
Heat Flux ◽  
Waiting Time ◽  
Bubble Growth ◽  
Nucleate Boiling ◽  
Copper Surface ◽  
Growth Theory ◽  
Growth Time ◽  
Time Data ◽  
Relationship Of ◽  
Different Levels

The effect of subcooling on bubble waiting time and growth time for water boiling on a copper surface was examined in conjunction with measurements obtained over a range of subcooling from 0 to 15°C and three different levels of heat flux 166, 228, and 291 kW/m2. The growth-time data was successfully correlated with a model that combined the bubble growth theory of Mikic, Rohsenow, and Griffith with the bubble departure diameter relationship of Staniszewski, thereby establishing confidence in the measuring procedure. The waiting time data agreed with the predictions of the Han and Griffith waiting time theory at lower levels of subcooling but then showed a behavior contrary to that predicted for higher levels of subcooling.

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

scholarly journals PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)

2017 ◽  
Vol 7 (2) ◽  
pp. 141
Author(s):  
Nurhayati Nurhayati ◽  
Fatmasaris Sukesti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Islamic Banks ◽  
Long Time ◽  
Conventional Banks ◽  
Competitive Rivalry ◽  
Number Of Customers

<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.</em>

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