The role of customer satisfaction in achieving business excellence

Dubrovski, Drago

doi:10.1080/09544120100000016

Cited by 61 publications

(27 citation statements)

References 3 publications

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“…Customer satisfaction is generally the most efficient and the least expensive source of market communication since the satisfied customers usually spread their positive thoughts to other customers. Otherwise, they will disseminate negative appraisal if they are dissatisfied (Dubroski, 2001). Management of institutions must care the customer satisfaction if they want to survive.…”

Section: Introductionmentioning

confidence: 99%

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

Incesu¹,

Aşikgil²

2012

IJBM

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The education is not only a major sector nowadays, but it is also an investment by parents for their children. This study aims to investigate the effect of the dimensions (reliability, tangibility, responsiveness, assurance and empathy) of service quality in primary education on parent satisfaction. This research is conducted in a public primary school and self-administered questionnaire is used to collect the related data. Data is collected based on SERVQUAL model through distributing 400 questionnaires to randomly selected parents in Celal Avşar Primary School in Turkey. The results of this study show that the tangibility, the reliability, the assurance and the empathy of service quality are important dimensions and they have significant positive effect on parent satisfaction.

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Section: Introductionmentioning

confidence: 99%

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

Incesu¹,

Aşikgil²

2012

IJBM

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“…While Boon et al [24] noted, customer focus was found to be significant and it does contribute to employees' job involvement. Moreover, customer satisfaction is lies in the core of marketing concept which the profit is made through the process of satisfaction of consumers' demands [25]. This supported by Pinho [20], TQM have positive link with customer orientation that strong consumer orientation encourages the firm to consistency identify new customer needs and expectations that leads to better performance results.…”

Section: A Proposed Tqm Constructsmentioning

confidence: 97%

A review of relationship between quality management and organizational performance : A study of food processing SMEs

Talib

Ali

Idris

2009

2009 2nd IEEE International Conference on Computer Science and Information Technology

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Without compromising the business size and nature, implementation of quality management in organizations are importance to success in market with good quality products, stimulate company competitiveness availability and vital for business survives.However, literatures show a research gap in relationship of quality management practice between organizational performance in small and medium enterprises especially in food industry. The purpose of this study is to develop a proposed conceptual model framework for in order to evaluate their relationship among variables and organizational performance. Total quality management philosophy and approaches has been considered when develop and identifying the model constructs. Then the proposed model for business excellence is develops purposely for SME in Malaysian food industry will be empirically studied.

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“…Meanwhile, Dubrovski (2001) and Harrigan et al (2011) indicated that successful CRM implementation requires an enterprise-wide integration of processes and a change in management focus and business performance metrics. In support of that, Chan (2005) agreed that an integrated business model that ties together business organizations, processes, information, and technologies along the entire value chain is critical to the success of CRM strategies.…”

Section: Literature Reviewmentioning

confidence: 98%

Testing and Validating Customer Relationship Management Implementation Constructs in Egyptian Tourism Organizations

Eid¹,

El-Gohary

2014

Journal of Travel & Tourism Marketing

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To date, Critical Success Factors (CSFs) for implementing Customer Relationship Management (CRM) have not been systematically investigated. Existing studies have derived their CSFs from different perspectives. However, it lacks scientifically developed and tested constructs that represent an integrative CRM philosophy. Through a detailed analysis of the literature, as well as adding new factors, this research identifies eight constructs for integrated CRM implementation in developing economies. The proposed CSFs are tested and validated through a sample of 162 Egyptian tourism organizations that utilize CRM systems, using Amos 19. The overall results from the empirical assessment were positive, reflecting the appropriateness of the proposed CSFs. This study is one of very few studies to provide an integrative perspective of CSFs for implementing CRM in the tourism sector and developing economies; it adds to the extremely limited number of empirical studies that have been conducted to investigate CRM implementation in developing countries.

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The role of customer satisfaction in achieving business excellence

Cited by 61 publications

References 3 publications

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

A review of relationship between quality management and organizational performance : A study of food processing SMEs

Testing and Validating Customer Relationship Management Implementation Constructs in Egyptian Tourism Organizations

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