scholarly journals Impact of quality on improvement of business performance and customer satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 20-28
Author(s):  
Milena Cvjetković ◽  
Marko Vasiljević ◽  
Milovan Cvjetković ◽  
Milica Josimović
Keyword(s):  
Customer Satisfaction ◽  
Growth And Development ◽  
Business Performance ◽  
Consumer Confidence ◽  
Efficient Manner ◽  
Mutual Relations ◽  
High Level ◽  
The Impact

In an immense market struggle, the only effective way to build a long-term competitive advantage is to provide a high level of quality. Offering quality to the market, the organization creates loyal consumers on the basis of which it achieves its profitability, growth and development. The research presented in this paper is aimed at determination of the impact of quality on improving business performance and customer satisfaction. Correlation analysis confirmed this influence on the basis of obtained statistically significant mutual relations between the analyzed variables. Quality was shown to have an impact on improving the business performance of the organization, primarily on profitability through the improvement of leadership and relationship management. The impact of quality on customer satisfaction was also confirmed, where the engagement of people and the management of mutual relations had the greatest impact on consumer confidence. The research confirmed that the training of employees in terms of quality had a statistically significant impact on improving customer satisfaction, if it is conducted in an efficient manner.

scholarly journals Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

2012 ◽  
Vol 5 (1) ◽  
pp. 29-42 ◽  
Author(s):  
Andrzej Kobylanski
Keyword(s):  
Customer Satisfaction ◽  
Business Performance ◽  
Tourism Industry ◽  
Travel Agency ◽  
Travel Agencies ◽  
High Level ◽  
Positive Word Of Mouth ◽  
Agency Service

The term customer satisfaction still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (quality of the offer, safety, convenience and comparison of the delivered service with the advertising message). Furthermore, this paper demonstrates that a high level of customer satisfaction in travel agencies creates certain effects like positive word-of-mouth and customer loyalty, which impacts long-term business performance.

scholarly journals Treated wastewater irrigation effects on soil hydraulic conductivity and aggregate stability of loamy soils in Israel

2015 ◽  
Vol 63 (1) ◽  
pp. 47-54 ◽  
Author(s):  
Karsten Schacht ◽  
Bernd Marschner
Keyword(s):  
Hydraulic Conductivity ◽  
Chemical Properties ◽  
Aggregate Stability ◽  
Treated Wastewater ◽  
Soil Aggregate Stability ◽  
Irrigation Effects ◽  
Physical And Chemical ◽  
The Impact

Abstract The use of treated wastewater (TWW) for agricultural irrigation becomes increasingly important in water stressed regions like the Middle East for substituting fresh water (FW) resources. Due to elevated salt concentrations and organic compounds in TWW this practice has potential adverse effects on soil quality, such as the reduction of hydraulic conductivity (HC) and soil aggregate stability (SAS). To assess the impact of TWW irrigation in comparison to FW irrigation on HC, in-situ infiltration measurements using mini disk infiltrometer were deployed in four different long-term experimental orchard test sites in Israel. Topsoil samples (0-10 cm) were collected for analyzing SAS and determination of selected soil chemical and physical characteristics. The mean HC values decreased at all TWW sites by 42.9% up to 50.8% compared to FW sites. The SAS was 11.3% to 32.4% lower at all TWW sites. Soil electrical conductivity (EC) and exchangeable sodium percentage (ESP) were generally higher at TWW sites. These results indicate the use of TWW for irrigation is a viable, but potentially deleterious option, as it influences soil physical and chemical properties.

scholarly journals Diagenetic formation of uranium-silica polymers in lake sediments over 3,300 years

2021 ◽  
Vol 118 (4) ◽  
pp. e2021844118
Author(s):  
Pierre Lefebvre ◽  
Alkiviadis Gourgiotis ◽  
Arnaud Mangeret ◽  
Pierre Sabatier ◽  
Pierre Le Pape ◽  
...  
Keyword(s):  
Contaminated Sediments ◽  
Mining Areas ◽  
Subsurface Environments ◽  
Geochemical Reactivity ◽  
High Silica ◽  
Long Term Behavior ◽  
The Impact ◽  
X Ray Absorption

The long-term fate of uranium-contaminated sediments, especially downstream former mining areas, is a widespread environmental challenge. Essential for their management is the proper understanding of uranium (U) immobilization mechanisms in reducing environments. In particular, the long-term behavior of noncrystalline U(IV) species and their possible evolution to more stable phases in subsurface conditions is poorly documented, which limits our ability to predict U long-term geochemical reactivity. Here, we report direct evidence for the evolution of U speciation over 3,300 y in naturally highly U-enriched sediments (350–760 µg ⋅ g−1 U) from Lake Nègre (Mercantour Massif, Mediterranean Alps, France) by combining U isotopic data (δ238U and (234U/238U)) with U L3-edge X-ray absorption fine structure spectroscopy. Constant isotopic ratios over the entire sediment core indicate stable U sources and accumulation modes, allowing for determination of the impact of aging on U speciation. We demonstrate that, after sediment deposition, mononuclear U(IV) species associated with organic matter transformed into authigenic polymeric U(IV)–silica species that might have partially converted to a nanocrystalline coffinite (UIVSiO4·nH2O)-like phase. This diagenetic transformation occurred in less than 700 y and is consistent with the high silica availability of sediments in which diatoms are abundant. It also yields consistency with laboratory studies that proposed the formation of colloidal polynuclear U(IV)–silica species, as precursors for coffinite formation. However, the incomplete transformation observed here only slightly reduces the potential lability of U, which could have important implications to evaluate the long-term management of U-contaminated sediments and, by extension, of U-bearing wastes in silica-rich subsurface environments.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2018 ◽  
pp. 5748-5756 ◽  
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This entry will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the author's explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weakness, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This entry concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents and the ethical implications of access to such agents.

scholarly journals The Impact of Renovation Capital Expenditure on Hotel Property Performance

2018 ◽  
Vol 60 (1) ◽  
pp. 25-39 ◽  
Author(s):  
Michael J. Turner ◽  
James W. Hesford
Keyword(s):  
Customer Satisfaction ◽  
Capital Expenditure ◽  
Significant Decline ◽  
Capital Expenditures ◽  
Short Term ◽  
Beneficial Impact ◽  
Long Term Impact ◽  
The Impact ◽  
Property Performance

This study investigates the impact of renovation capital expenditure on multiple measures of hotel property performance. We conduct analyses in two time periods: for a 3-year period immediately following renovation (short-term impact), and 3 to 6 years following renovation (long-term impact). The study is based on proprietary project, operational and financial data obtained for 305 renovation capital expenditure projects of individual properties within a single budget hospitality chain. We find renovation capital expenditures offer significant short-term beneficial impact in terms of increased revenue, profitability gains, higher customer satisfaction, and decreased repair and maintenance expense. Altogether, these outcomes should be advantageous to hotel property performance. In the long-term, a significant decline is apparent in revenue and profitability. Surprisingly, customer satisfaction does not decline, and repair and maintenance expense does not increase, which are both favorable.

Experimental Analysis of the Impact on the Durability of Concrete Additions

2016 ◽  
Vol 249 ◽  
pp. 73-78 ◽  
Author(s):  
Vladimír Suchánek ◽  
Kateřina Hájková
Keyword(s):  
Free Fall ◽  
Concrete Surface ◽  
Hardened Concrete ◽  
Concrete Mixer ◽  
Long Term Monitoring ◽  
The Impact ◽  
Term Monitoring ◽  
Furnace Slag

This report deals with long term monitoring of durability properties of concrete using different weight doses of various kinds of additions. Particularly limestone, silica fume as a 50% suspension and blast furnace slag were used. Even though the basic recipe is based on the designed concrete, all the fresh concrete was made with a free-fall concrete mixer in the laboratory. This report deals with long-term monitoring of cement concrete surface resistance to water and defrosting chemicals (achieved 475 cycles). The article also describes results of following tests: determination of concrete frost resistance, depth of water penetration under pressure and depth of chloride penetration. Standard tests of fresh and hardened concrete specimens complement the experiment.

The impact of knowledge and motivation management on creativity

2017 ◽  
Vol 39 (5) ◽  
pp. 732-752 ◽  
Author(s):  
Lucía Muñoz-Pascual ◽  
Jesús Galende
Keyword(s):  
Employee Behavior ◽  
Employee Creativity ◽  
Cross Sectional ◽  
Content Type ◽  
Joint Influence ◽  
Long Term Impact ◽  
High Level ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the influence that two variables related to human resources (HR) have on employee creativity – namely, knowledge management (KM) and motivation management (MM). Design/methodology/approach The linear regression analyses are based on a sample of 306 employees from 11 Spanish companies belonging to three innovative clusters. In addition, “creativity” is considered an antecedent of technological innovation. Findings KM and intrinsic MM are shown to inform creativity, whereas extrinsic MM has no such effect. Practical implications Although this study is based on cross-sectional data, the findings might induce researchers to investigate the effects of other HR variables, such as the types of relations between employees and their long-term impact on creativity. Management should encourage KM and intrinsic MM across employees, as the results indicate that tacit KM, explicit KM and intrinsic MM encourage a positive attitude toward creativity among employees. Originality/value The main contribution is new empirical evidence on the joint influence of aptitudes (KM) and attitudes (MM) on employee creativity. In addition, the study includes a key measure of employee creativity. The evidence reveals the types of KM and MM that encourage or inhibit creative employee behavior. The results show that once employees have reached a medium-high level of extrinsic MM, creativity will be affected solely by intrinsic MM.

scholarly journals Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan

2021 ◽  
Vol 13 (17) ◽  
pp. 9538
Author(s):  
Muhammad Waleed Ayub Ghouri ◽  
Linchen Tong ◽  
Muhammad Ali Hussain
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Positive Impact ◽  
Equation Modeling ◽  
Integrated Framework ◽  
Online Ratings ◽  
Asian Emerging Markets ◽  
High Level ◽  
The Impact

Due to the phenomenal growth of e-commerce, online shopping has recently become a worldwide trend. This fosters many online shopping platforms to enter into Asian emerging markets, which evolves a need to understand online decision-making processes in this particular context. Addressing this gap, our study initialized an integrated framework based on Uses and Gratification theory and the Cognitive–Affect–Behavior paradigm to examine the impact of gratification elements on customer satisfaction and convenience enforcing continuance shopping intention. Moreover, we also conceptualize the moderating role of online ratings in our study. In total, 317 valid questionnaires from Pakistani online shoppers were incorporated to statistically test our model using the Structural Equation Modeling (SEM) approach in Amos. Besides, the results confirm the positive impact of layout and functionality on customer satisfaction and convenience, while the impact of PEEIM has been found insignificant. Furthermore, customer satisfaction and convenience are found to be the imperative predictors of continuance shopping intention. Our findings exhibit that a high level of online rating strengthens the direct effect of satisfaction and convenience on continuance intention. Theoretical and practical implications for future scholars and e-commerce shopping platforms are discussed.

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