scholarly journals After-Sales Services and Consumers’ Perception of Quality: A Study of Refrigerator Users (Consumers) in South East Nigeria

2013 ◽  
Vol 1 (2) ◽  
pp. 56 ◽  
Author(s):  
A. E. NDU OKO ◽  
Onuoha A. Onuoha
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Profit Maximization ◽  
Study Data ◽  
High Turnover ◽  
Free Products ◽  
For Profit ◽  
Perception Of Quality ◽  
The Impact

Even well designed, defect-free products can fail if they do not fit consumers’ perceptions of high quality or if appropriate follow-up service is unavailable. Poor however is that some products that command high customer favourable perception with high turnover do not always turn out to be profitable. The objective of the study, therefore, is to ascertain the impact of after-sales services on consumers’ perception of quality and corporate turnover and profitability. One hundred and twenty (120) consumer and vendor (manufacturers) respondents from each of the major commercial cities of the five (5) states of South East Nigeria were conveniently selected for study. Data generated from the respondents using a set of questionnaire, were analyzed using statistical tools. The results showed, among others, that after-sales services impact positively on consumers’ perception of quality loyalty, however little on turnover and corporate profitability. Based on the findings of the study, the research concludes that there is still room for growth in after sales services and customer loyalty management as many marketers and product managers, especially in household appliances market, have not fully grasped and made use of the whole potential of after-sales service and the strategic importance of the management of customer loyalty for corporate profitability given the inputs of after sales services. The research thus, recommends, among others, that firms should ensure that customer service is an integral part of the product offering, to be subjected to the same quality standards as the production process, adopt good pricing strategy and monitor customer behaviour for profit maximization among others.

Coexistent Osteoarthritis and Parkinson’s Disease: Data from the Parkinson’s Foundation Outcomes Project

2020 ◽  
Vol 10 (4) ◽  
pp. 1601-1610
Author(s):  
Jaimie A. Roper ◽  
Abigail C. Schmitt ◽  
Hanzhi Gao ◽  
Ying He ◽  
Samuel Wu ◽  
...  
Keyword(s):  
Parkinson’S Disease ◽  
Parkinson's Disease ◽  
Study Data ◽  
Functional Mobility ◽  
Quality Improvement Initiative ◽  
Timed Up And Go ◽  
Mobility Performance ◽  
Risk Of Mortality ◽  
The Impact

Background: The impact of concurrent osteoarthritis on mobility and mortality in individuals with Parkinson’s disease is unknown. Objective: We sought to understand to what extent osteoarthritis severity influenced mobility across time and how osteoarthritis severity could affect mortality in individuals with Parkinson’s disease. Methods: In a retrospective observational longitudinal study, data from the Parkinson’s Foundation Quality Improvement Initiative was analyzed. We included 2,274 persons with Parkinson’s disease. The main outcomes were the effects of osteoarthritis severity on functional mobility and mortality. The Timed Up and Go test measured functional mobility performance. Mortality was measured as the osteoarthritis group effect on survival time in years. Results: More individuals with symptomatic osteoarthritis reported at least monthly falls compared to the other groups (14.5% vs. 7.2% without reported osteoarthritis and 8.4% asymptomatic/minimal osteoarthritis, p = 0.0004). The symptomatic group contained significantly more individuals with low functional mobility (TUG≥12 seconds) at baseline (51.5% vs. 29.0% and 36.1%, p < 0.0001). The odds of having low functional mobility for individuals with symptomatic osteoarthritis was 1.63 times compared to those without reported osteoarthritis (p < 0.0004); and was 1.57 times compared to those with asymptomatic/minimal osteoarthritis (p = 0.0026) after controlling pre-specified covariates. Similar results hold at the time of follow-up while changes in functional mobility were not significant across groups, suggesting that osteoarthritis likely does not accelerate the changes in functional mobility across time. Coexisting symptomatic osteoarthritis and Parkinson’s disease seem to additively increase the risk of mortality (p = 0.007). Conclusion: Our results highlight the impact and potential additive effects of symptomatic osteoarthritis in persons with Parkinson’s disease.

scholarly journals Using patient feedback to drive quality improvement in hospitals: a qualitative study

BMJ Open ◽  
2020 ◽  
Vol 10 (10) ◽  
pp. e037641
Author(s):  
Simone Berger ◽  
Ana Maria Saut ◽  
Fernando Tobal Berssaneti
Keyword(s):  
Quality Improvement ◽  
Customer Service ◽  
Secondary Data ◽  
Study Data ◽  
Patient Feedback ◽  
Multiple Case ◽  
Net Promoter ◽  
The Impact ◽  
Quality Tools

ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

scholarly journals Studi Empirik BUMN Pada PT PELINDO III Surabaya Pengaruh Intellectual Capital Terhadap Inovasi Organisasi

2021 ◽  
Vol 5 (1) ◽  
pp. 26-40
Author(s):  
Arfah Arfah
Keyword(s):  
Organizational Climate ◽  
Customer Service ◽  
Intellectual Capital ◽  
Industrial Revolution ◽  
Organizational Innovation ◽  
Diverse Range ◽  
Cultural Heterogeneity ◽  
High Level ◽  
The Impact

The era of the industrial revolution 4.0. In the last century, experts have increasingly convinced that the intellectual resources of an organization determine the competitive advantage of an organization in accelerating the effectiveness of artificial intelligence, especially in presenting the best customer service innovation products. However, there are only a few studies on the relationship between intellectual capital and innovation. Based on the importance of these issues, this study aims to examine the impact of intellectual capital on organizational innovation. Questionnaires have been distributed to 100 employees of PT. Pelindo from Indonesian State-Owned Enterprises (BUMN), and 82 usable questionnaires were returned. The regression statistical method analysis was used to test the hypothesis. The results of the research simultaneously show that intellectual capital has a positive and significant effect on organizational innovation. The next test results partially prove that human capital, organizational capital, and relational capital have a significant and positive effect on organizational innovation. This study opens several pathways for innovation program projects in future Indonesian organizations. The significance of the findings of this study shows the practical implications of the support in the next roadmap on research and development (R&D) of Human Resources and innovation of Indonesian BUMN organizations, particularly at PT. Pelindo as one of the important pillars in the success of the vision of the Indonesian government's maritime axis. Based on the high level of socio-cultural heterogeneity in Indonesia, the implications of follow-up studies are important to expand the sample of employees to a larger and more diverse range and combine other independent variables (such as demographic factors, organizational culture, organizational climate, leadership, job satisfaction or other motivational factors) which may result in different study findings and recommendations.

scholarly journals Service Customer Loyalty: An Evaluation Based on Loyalty Factors

2020 ◽  
Vol 12 (6) ◽  
pp. 2260
Author(s):  
Neringa Vilkaite-Vaitone ◽  
Ilona Skackauskiene
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Service Provider ◽  
Customer Behavior ◽  
Empirical Testing ◽  
Single Measure ◽  
Suggested Approach ◽  
The Impact ◽  
Insight Into ◽  
Over Time

This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customers move across different loyalty phases over time. The results of the empirical testing confirmed the practical applicability of the suggested approach for evaluating customer loyalty based on these factors. An innovative approach to the evaluation of customer loyalty is essential for marketers because it will help them to evaluate loyalty in cases where data about customer behavior are not collected. The findings of the research contribute to a better understanding of which factors are a viable basis for increasing customer loyalty, specifically in the catering and beauty markets, and offer guidance to marketing managers on how to shift customers to more desirable loyalty phases.

The Impact of Financial Information and Voluntary Disclosures on Contributions to Not-For-Profit Organizations

2007 ◽  
Vol 19 (1) ◽  
pp. 179-196 ◽  
Author(s):  
Linda M. Parsons
Keyword(s):  
Accounting Information ◽  
Direct Mail ◽  
Financial Accounting ◽  
Voluntary Disclosures ◽  
Lab Experiment ◽  
Nonfinancial Information ◽  
For Profit ◽  
Not For Profit ◽  
The Impact

This study uses a field-based experiment combined with a follow-up laboratory experiment to investigate whether accounting information reduces perceived uncertainty about nonprofit operations. Potential donors were sent, via a direct mail campaign, fundraising appeals containing varying amounts of financial and nonfinancial information in order to determine whether individual donors are more likely to contribute when accounting information or voluntary disclosures are provided. Participants in a lab experiment were asked to assess the usefulness of the different versions of the fundraising appeals. A logistic regression provides evidence that some donors who have previously donated use financial accounting information when making a donation decision. The results are inconclusive regarding whether donors use nonfinancial service efforts and accomplishments disclosures to determine whether and how much to give, but participants in the lab experiment judged the nonfinancial disclosures to be useful for making a giving decision.

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ghazal Shams ◽  
Raouf Rather ◽  
Mohsin Abdur Rehman ◽  
Rab Nawaz Lodhi
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Service Failure ◽  
Service Recovery ◽  
Sampling Technique ◽  
Study Data ◽  
Behavioural Intention ◽  
Content Type ◽  
Hotel Managers ◽  
The Impact

Purpose In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty. Design/methodology/approach To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study. Findings The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty. Research limitations/implications The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry. Originality/value This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

scholarly journals Substance Use as a Mediator of the Association Between Demographics, Suicide Attempt History, and Future Suicide Attempts in Emergency Department Patients

Crisis ◽  
2016 ◽  
Vol 37 (5) ◽  
pp. 385-391 ◽  
Author(s):  
Sarah A. Arias ◽  
Orianne Dumas ◽  
Ashley F. Sullivan ◽  
Edwin D. Boudreaux ◽  
Ivan Miller ◽  
...  
Keyword(s):  
Emergency Department ◽  
Substance Use ◽  
Suicide Attempt ◽  
Structural Equation ◽  
Suicide Attempts ◽  
Study Data ◽  
Equation Modeling ◽  
Mediation Analyses ◽  
The Impact

Abstract. Background: Identification of factors that predict and protect against attempted suicide are critical for the development of effective suicide prevention and intervention programs. Aims: To examine whether substance use mediates the association between demographic characteristics, suicide attempt history, and reports of a suicide attempt within 12 months after screening positive for active suicidal ideation or behavior during the index emergency department (ED) visit. Method: Data were collected during the first two phases of the Emergency Department Safety Assessment and Follow-up Evaluation (ED-SAFE) study. Data collection included baseline interview; 6- and 12-month chart reviews; and 6-, 12-, 24-, 36-, and 52-week telephone follow-up assessments. Structural equation modeling was used. All p values were two-tailed, with p < .05 considered statistically significant. Results: Among the 874 subjects, 195 (22%) reported a suicide attempt within 12 months after the index ED visit. Of participants reporting a suicide attempt, 59% were < 40 years old, 59% female, and 76% non-Hispanic White. Associations between race, sex, and suicide attempt 12 months after the index ED visit may be mediated by a combination of alcohol misuse and cocaine use. Conclusion: Findings from the mediation analyses provide insight into the impact of substance use on future suicide attempts in various sociodemographic groups.

The Impact of the Follow-up Process on the 2002 Foreign Tax Credit Study Data

CHANCE ◽  
2006 ◽  
Vol 19 (1) ◽  
pp. 4-9
Author(s):  
Rob Singmaster ◽  
Lissa Redmiles
Keyword(s):  
Study Data ◽  
Tax Credit ◽  
Foreign Tax Credit ◽  
The Impact

STUDYING THE EFFECT OF BRAND LOYALTY ON CUSTOMER SERVICE IN KERMAN ASIA INSURANCE COMPANY

2012 ◽  
Vol 01 (07) ◽  
pp. 152-158
Author(s):  
Gholamreza Jandaghi ◽  
Razieh Nafari Mehranjani ◽  
Mahdi Nik Seresht ◽  
Ali Mokhles
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Positive Impact ◽  
Insurance Company ◽  
Marketing Application ◽  
Service Brand ◽  
The Impact ◽  
Traditional Image

Despite of remarkable interests in the nature and role of marketing application from servicing perspective, there are limited researches on service branding. By describing four major aspects of service branding, present study studies these aspects and their impacts on service conceived quality and finally it investigates the impact of service conceived quality on customer loyalty. Represented model includes the impact of brand traditional image along with other three impacts, that is, company image, employees’ confidence and company’s confidence. By using a 104-subject sample of Asia Insurance Company’s customers, the analyses show that brand image and company’s image have direct and positive impact on service conceived quality while a significant relationship is not seen between company’ confidence and employees’ confidence with service quality. Finally, the aspects of service brand impacts indirectly on customers’ loyalty via impacting on service conceived quality.

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