Customer Satisfaction Essays (Examples)
Study Document
Customer Service In The Telecoms Industry
The Telecoms Industry
In the study by Lai, Griffin and Babin (2009) entitled “How quality, value, image, and satisfaction create loyalty at a Chinese telecom,” the researchers used an integrative model to assess the relationship between multiple variables related to consumers’ experience … assess the relationship between multiple variables related to consumers’ experience of telecoms in China. The researchers conducted a survey of 118 Chinese telecommunications customer and found that service quality has a direct impact on value perception. Value and customer satisfaction, moreover, were found to determine the extent to which the customer would be loyal to the firm. Corporate image perceptions were also found to impact customer satisfaction. The researchers were able to conclude that customer satisfaction and service quality do make a substantial difference in determining whether customer will be retained or not.
Kim, Park and Jeong (2004) examined how a Korean telecommunications company focused on retaining……
References
References
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232. Retrieved from http://hrmars.com/admin/pics/381.pdf
Boohene, R., & Agyapong, G. K. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), 229-240. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.662.3208&rep=rep1&type=pdf
Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986. Retrieved from shorturl.at/BMTY7
Lee, H. S. (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.428.6730&rep=rep1&type=pdf
Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79.
Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44. Retrieved from https://link.springer.com/content/pdf/10.1057/palgrave.jt.5740065.pdf
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159. Retrieved from shorturl.at/imDEX
Study Document
McDonalds Quality And Improving Operations
… effective operation function. The company has streamlined its operation function from obtaining raw materials to production to distribution of food items/products to its customer. McDonalds Corporation has established a relatively effective operations management framework that helps in handling all its functional areas. In relation to the Operations … share and position, this company still faces stiff competition from other rivals in the market. Throughout its operations, McDonalds Corporation focuses on excellent customer service, response to competition, and utilizing suitable techniques to enhance growth and development (Keller, 2017). As part of providing excellent customer service and ensuring customer satisfaction, McDonalds emphasizes quality as part of its operations management framework. The company’s operations management framework is established on the premise of ensuring quality … efficiency and effectiveness of its functional areas. According to Ka-Singh (2019), McDonalds’ philosophy statement on quality is to provide high-quality food and excellent customer service to all……
References
References
Crom, S. (n.d.). Managing for Continuous and Breakthrough Improvement. Retrieved June 13, 2019, from https://www.isixsigma.com/implementation/basics/managing-continuous-and-breakthrough-improvement/
Hill, A. & Hill, T. (2011). Essential operations management. New York, NY: Macmillan International Higher Education.
Hu, W. & Xie, Y. (2013, April 28). Comparative Study of McDonald’s and Kentucky Fried Chicken (KFC) Development in China. Retrieved June 13, 2019, from https://pdfs.semanticscholar.org/ab1d/769d45deb5a0e03d147a04cb27fff30e6ae6.pdf
Ka-Sing, L. (2019, May). Guiding Principles a Recipe for Success. South China Morning Post. Retrieved June 13, 2019, from https://www.scmp.com/article/1006977/guiding-principles-recipe-success
Keller, C.R. (2017, September 1). How McDonald’s Became the Leader in the Fast Food Industry. Retrieved June 13, 2019, from https://profitworks.ca/hidden-blog/541-how-mcdonald-s-became-a-leader-in-fast-food-industry.html
Mulholland, B. (2018, April 6). What Continuous Improvement Is (and How to Use It). Retrieved June 13, 2019, from https://www.process.st/continuous-improvement/
Nanyang Consultancy. (2016, January). McDonalds – Charting McDonalds Way Forward. Retrieved June 13, 2019, from https://mbacasecomp.com/wp-content/uploads/2016/01/Nanyang_Mcdonalds_Final2.pdf
Team, T. (2015, October 8). Why is it Important for McDonald’s to Focus on Quality? Forbes. Retrieved June 13, 2019, from https://www.forbes.com/sites/greatspeculations/2015/10/08/why-is-it-important-for-mcdonalds-to-focus-on-quality/#1da4aebe2488
Study Document
Childrens Amusement Park
… patronize the Park, buy annual passes, and get their friends to join.
The core competencies needed for this plan to succeed are excellent customer service and people skills so that customer always feel valued and that they are getting good value for their money. Marketers must also understand the target segment and be able … be used to ensure competitive advantage by keeping inventory costs down, converting basic entertainment concepts and materials into blockbuster sales, and enhancing the customer experience by incorporating feedback into the delivery plan.
The overview of this plan is as follows. First, the situation analysis will be provided … factors. Second is the target segmentation of the paper, which provides a breakdown of the demographic, geographic and behavioral traits of the target customer. Third is the positioning strategy that the firm will adopt based on its approach to differentiation and low-cost services and products. Fourth……
References
References
Andzulis, J. M., Panagopoulos, N. G., & Rapp, A. (2012). A review of social media and implications for the sales process. Journal of Personal Selling & Sales Management, 32(3), 305-316.
Appelbaum, S. H., Habashy, S., Malo, J. L., & Shafiq, H. (2012). Back to the future: revisiting Kotter's 1996 change model. Journal of Management Development, 31(8), 764-782.
Chyi, H. I. (2005). Willingness to pay for online news: An empirical study on the viability of the subscription model. Journal of Media Economics, 18(2), 131-142.
Douglas, E. (2019). Houston economy to grow bigger, slower than other Texas cities: analysis. Retrieved from https://www.houstonchronicle.com/business/economy/article/Houston-economy-to-grow-bigger-slower-than-other 13903941.php#targetText=The%20Austin%20metro%20area%2C%20which,pace%2C%20according%20to%20the%20projections.
Frederick, S., Novemsky, N., Wang, J., Dhar, R., & Nowlis, S. (2009). Opportunity cost neglect. Journal of Consumer Research, 36(4), 553-561.
Lin, C. F. (2002). Segmenting customer brand preference: demographic or psychographic. Journal of Product & Brand Management, 11(4), 249-268.
Mangold, W. G., & Faulds, D. J. (2009). Social media: The new hybrid element of the promotion mix. Business horizons, 52(4), 357-365.
Teece, D. J. (2010). Business models, business strategy and innovation. Long range planning, 43(2-3), 172-194.
Study Document
Walmart And Starbucks Sustainability
… to those of close substitutes. This study comes to an awfully strange conclusion – that in firms with low innovation capability, CSR reduces customer satisfaction and harms market value. First, they make the leap to market value without evidence. But the bigger issue is that the companies studied … leap to market value without evidence. But the bigger issue is that the companies studied have low innovation levels; that alone will harm customer perception and market value. Given that CSR is difficult to quantify and looks different in different companies owing to their being no set … of this study looks suspiciously like trolling for a specific finding. When you look at poorly run companies and your conclusions are about customer satisfaction and market value, you can't isolate one factor as being the reason; that's dishonest. Unfortunately, there is some of this literature out there … the differences in……
References
References
Aguilera, R, Rupp, D., Williams, C. & Ganapathi, J. (2005) Putting the S back in corporate social responsibility: A multi-level theory of social change in organizations. Academy of Management Review. (2005). Retrieved November 4, 2017 from https://www.ideals.illinois.edu/bitstream/handle/2142/1768/TS_Aguilera.pdf?sequence=2&isAllowed=y
Banerjee, S. (2008) Corporate social responsibility: the good, bad and the ugly. Critical Sociology. Vol. 34 (1)
Blowfield, M., Frynas, J. (2005) Editorial setting new agendas: Critical perspectives on corporate social responsibility in the developing world. International Affairs. Vol. 81 (3) 499-513.
Brammer, S., Jackson, G. & Matten, D. (2012). Corporate social responsibility and institutional theory: New perspectives on private governance. Socio-Economic Review. Vol. 10 (2012) 3-28.
Campbell, J. (2007) Why would corporations behave in socially responsible ways? An institutional theory of corporate social responsibility The Academy of Management Review. Vol. 32 (3) 946-967.
Epstein, E. (1987) The corporate social policy process: Beyond business ethics, corporate social responsibility, and corporate social responsiveness. California Management Review. Vol. 29 (3) 99.
Friedman, M. (1970) The social responsibility of business is to increase its profits. New York Times Magazine. Retrieved November 4, 2017 from https://www.colorado.edu/studentgroups/libertarians/issues/friedman-soc-resp-business.html
Heningway, C. & Maclagan, P. (2004) Managers' personal values as drivers of corporate social responsibility. Journal of Business Ethics. Vol. 50 (1) 33-44.
Study Document
Quality Improvement Plan
Justification
The department would want to reduce customer complaints from the current 7% to at least 1%. For the department to achieve this goal, there is a need to have a … is a need to have a quality improvement plan that will analyze the services offered by the department from the viewpoint of the customer. The service department must establish the root cause of the customer complaints and institute measures that are aimed at reducing complaints. By focusing on what is truly value-add to the customer, the department can manage to come up with meaningful and innovative outputs that will be suitable to the customer. Using the COPIS model, the department can transform the process by focusing on what the customer would be delighted with (Brown, 2019). This way the department will then consider the new outputs that may be more effective in reaching … this goal. The quality……
References
References
Brown, C. (2019). Why and how to employ the SIPOC model. Journal of business continuity & emergency planning, 12(3), 198-210.
Carvalho, M. S., Magalhaes, D. S., Varela, M. L., Sa, J. O., & Gonçalves, I. (2016). Definition of a collaborative working model to the logistics area using design for Six Sigma. International Journal of Quality & Reliability Management, 33(4), 465-475.
Shojaie, A. A., Raissi, S., & Dogahe, R. A. (2016). Impact analysis of TQM\\\\\\'s hard aspects on sigma level in electronics and telecommunication production process. International Journal of Productivity and Quality Management, 18(4), 425-439.
Study Document
Valiant
… their day to day work
· All consumers that walk in our doors will be treated with integrity and objectivity to guarantee their satisfaction
· We guarantee brilliant customer service and customer satisfaction at all times
· We guarantee incessant creativity and comprehensive insight in all services that we provide to fit in the preferences and ……
References
References
NGLCC. (2019). About NGLCC. Retrieved from: https://www.nglcc.org/
Hill, C., & Jones, G. (2011). Essentials of strategic management. Nelson Education.
Hill, C. W., Jones, G. R., & Schilling, M. A. (2014). Strategic management: theory: an integrated approach. Cengage Learning.
Study Document
Walt Disney
… chain analysis is a systematic way of looking at the company’s functional activities and seeing how well they lead to the creation of customer value. For years, Disney succeeded at doing just that. It revitalized its film industry by developing great scripts into films people wanted to … Disney succeeded at doing just that. It revitalized its film industry by developing great scripts into films people wanted to see and creating customer value in terms of entertainment. However, the company moved to expand too hard and too fast in a direction that was better taken … a direction that was better taken in moderation. At the international level the company needs to look to see how it can create customer value for consumers around the world. Since each culture is going to be different, the company cannot make generalizations in this regard. At … recipe for disaster and the……
References
References
Wheelen, T. L., Hunger, J. D., Hoffman, A. N., & Bamford, C. E. (2010). Strategic management and business policy. Upper Saddle River, NJ: Prentice Hall.
Study Document
CFOs Big Data Opportunities In Firms
… and associated IT infrastructural development can cure this problem. Another limitation of traditional data tools and models is the ability to accurately analyze customer sentiment. customer tastes are rapidly changing as they get more choices in the market. Industries must be able to fulfill these ever-changing needs and address … must be able to fulfill these ever-changing needs and address them satisfactorily (Nath, 2019).
For companies to be able to know what their customer want in a timely manner, they need to collect and analyze a lot of customer data. Traditional data management tools and models do not provide the tools and techniques necessary to collect or analyze lots of data quickly. … or analyze lots of data quickly. Also, the traditional tools and models do not have key functionalities such as the ability to segment customer by psychographic and demographic profiles. This inability for advanced segmentation limits businesses……
References
References
Chen, H., Chiang, R. H., & Storey, V. C. (2012). Business intelligence and analytics: From big data to big impact. MIS quarterly, 36(4).
Jin, X., Wah, B. W., Cheng, X., & Wang, Y. (2015). Significance and challenges of big data research. Big Data Research, 2(2), 59-64.
Joshi, N. (2018). How Big Data Can Transform the Finance Industry. Retrieved October 7, 2019, from https://www.bbntimes.com/en/technology/big-data-is-transforming-the-finance-industry .
Nath, T. I. (2019). How Big Data Has Changed Finance. Retrieved October 7, 2019, from https://www.investopedia.com/articles/active-trading/040915/how-big-data-has-changed-finance.asp .
Turner, D., Schroeck, M., & Shockley, R. (2013). Analytics: The real-world use of big data in financial services. IBM Global Business Services, 27.
Yin, S., & Kaynak, O. (2015). Big data for modern industry: challenges and trends [point of view]. Proceedings of the IEEE, 103(2), 143-146.
Zhou, K., Fu, C., & Yang, S. (2016). Big data driven smart energy management: From big data to big insights. Renewable and Sustainable Energy Reviews, 56, 215-225.
Study Document
Supply Chain Management In Canada
… reducing the footprint of Krebbler’s.
2. Environmental analysis reveals that margins are being squeezed by the low costs of competition from China, the customer base has shifted to bulk buyers from custom design buyers, and competition in premium product comes from Germany and Italy.
3. The strategic … delivery rate, McCray bests Krebbler by 25% and delivers in half the time (3 weeks vs. 6 weeks). In terms of quality and customer satisfaction, Krebbler bests McCray by 1.5 stars in the Furniture Quality Index (4.5 vs. 3.0). Krebbler’s extra time to delivery correlates with a higher … This could be implemented over the course of a year so that the company is ready to meet the needs of the new customer client. Further closures and expansions would depend upon how well the company is able to make inroads into the U.S. market, which from ……
References
Bibliography
Channick, Robert. “Fallout from China Trade War,” Chicago Tribune, 2019. https://www.chicagotribune.com/business/ct-biz-china-tariffs-illinois-impact-20190510-story.html
Krebbler Furniture Case Study, Supply Chain Management Association. Digital File.
Study Document
MacBook Pro By Apple Inc Quality Management
… multiple aspects, decreasing the various directions for product assembly and also guaranteeing compliance. Concerning product design decision making, the paper also examines key customer requirements and key technical requirements of a vehicle and presents them in a matrix using the QFD format. Specifically, QFD can be employed …
Table of Contents
Question 1 4
Product Development Process 4
Question 2 5
Design Guidelines for Improving Manufacturability 5
Question 3 7
Key customer Requirements 7
Key Technical Requirements 8
Matrix Using QFD Format 8
House of Quality 9
Question 4 10
Fishbone Diagram 10
Conclusion 11
… which a product's quality can be measured is through the effectiveness of the product. Is the product effective in its use by the customer? Lastly, product quality can be measured with the price that has been paid for it and how well the product is satisfactory to … product quality can be measured……
References
References
Hill, C. W., Jones, G. R., & Schilling, M. A. (2014). Strategic management: theory: an integrated approach. Cengage Learning.
Panzarino, M. (2012). This is how Apple\\\\\\'s top-secret product development process works. The Next Web. Retrieved from: https://thenextweb.com/apple/2012/01/24/this-is-how-apples-top-secret-product-development-process-works/
Interaction Design Foundation. (2020). Apple\\\\\\'s Product Development Process – Inside the World\\\\\\'s Greatest Design Organization. Retrieved from: https://www.interaction-design.org/literature/article/apple-s-product-development-process-inside-the-world-s-greatest-design-organizatio " target="_blank" REL="NOFOLLOW">
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