Providing customer satisfaction

Gorst, Jonathan; Kanji, Gopal K.; Wallace, William

doi:10.1080/0954412988659

Cited by 31 publications

(25 citation statements)

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“…To sustain competitiveness and long-term profitability, companies not only devote themselves to attracting new customers, but also to retaining old customers in a continuous business relationship with incremental additional purchasing. For these reasons, increasing customer loyalty should be one of the main concerns of all companies in [58]. Any assessment of the effectiveness of TQM thus requires a system to measure customer loyalty.…”

Section: Integration Of Tqm and Ge-6mentioning

confidence: 99%

The Integration of TQM and Six-Sigma

Yang¹

2012

Total Quality Management and Six Sigma

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Section: Integration Of Tqm and Ge-6mentioning

confidence: 99%

The Integration of TQM and Six-Sigma

Yang¹

2012

Total Quality Management and Six Sigma

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“…In these models, a structural equation model is used to calculate an index (or 'barometer') of customer satisfaction across the entire economy. Such an approach is a powerful and valuable tool, and allows comparisons of customer satisfaction among companies, industries, and economic sectors (Gorst et al, 1998). According to these models, the perceived quality, satisfaction, and loyalty of customers have a direct and rigorous relationship.…”

Section: Introductionmentioning

confidence: 99%

“…The pursuit of customer loyalty and a high retention rate have become critical issues for firms (Gorst et al, 1998). The literature on customer satisfaction has established that it has a positive effect on customer loyalty, and customer satisfaction is therefore a key objective for every company that wishes to increase customer loyalty and thereby produce a better business performance (Gorst et al, 1998;Gronholdt, Martensen, & Kristensen, 2000).…”

Section: Introductionmentioning

confidence: 99%

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Methods for determining areas for improvement based on the design of customer surveys

Yang

Yeh

et al. 2009

The Service Industries Journal

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Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little concern to customers. The present research develops several methods to identify areas that do require improvement. These methods include the importance -satisfaction (I -S) model, the improvement index, the quality-improvement index, the SERVQUAL survey, Kano's model, the extent of satisfaction, and the extent of dissatisfaction. An integrated model of service-quality measurement is used to cover all the customer surveys required for an international certification service company. In the case study, valuable information of various kinds is obtained from an analysis of the customer surveys.On the basis of this information, the firm can make appropriate decisions on areas for improvement, which are significantly different from those identified on the basis of a simple satisfaction survey.

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“…In the era of service economy, how to meet customers'expectations and to measure customers' satisfaction turns to be the locus of value creation [15], [16], [17], [18].…”

Section: Introductionmentioning

confidence: 99%

Assessment Model of Contractor Quality Management Maturity

Permatasari

Adi

Wiguna

2017

IJPS

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AbstractOne of the most important parts of a project management is the quality management. While it is absolutely necessary to conduct a thorough research on the maturity of quality management in construction companies, especially contractors so that construction companies know at what level of their company quality, this has an effect on building customer perceptions of their companies and the business of the company itself to continue to grow to be able to reach the highest maturity level. This paper aims to propose an assessment model of contractor quality management maturity (

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Providing customer satisfaction

Cited by 31 publications

References 0 publications

The Integration of TQM and Six-Sigma

The Integration of TQM and Six-Sigma

Methods for determining areas for improvement based on the design of customer surveys

Assessment Model of Contractor Quality Management Maturity

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