Letteratura scientifica selezionata sul tema "Customer services – Rating of"
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Articoli di riviste sul tema "Customer services – Rating of"
1
Zhang, Shu Dong, Bei Bei Gao e Yan Chen. "Billing System for Integrated Services Customer Premises Network". Key Engineering Materials 460-461 (gennaio 2011): 305–10. http://dx.doi.org/10.4028/www.scientific.net/kem.460-461.305.
Testo completoAbstract (sommario):
A new Billing system for Integrated Services Customer Premises Network is proposed, which supports the requirement of rating for integrated services of CPN, including TV Service, Internet Service, IP Phone Service, Video Meeting Service. The topology of CPN and the structure of the billing system are introduced, and then the video surveillance access service’s info protocol and the flow of IP phone access service are given. The billing system supports multiple access protocol, such as RADIUS, Diameter, NetFlow, SNMP, PPPOE.
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Świstak, Ewa, e Monika Świątkowska. "Oferta gastronomiczna hoteli warszawskich w ocenie ich gości". Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej, n. 120 (29 dicembre 2017): 147–57. http://dx.doi.org/10.22630/eiogz.2017.120.45.
Testo completoAbstract (sommario):
The aim of the study was to evaluate the gastronomy services of Warsaw hotels for services offer and personnel. The results of the survey showed an increasing overall rating of catering services as the hotel standard grew. The proper determination of the catering services quality, independent of the standard of the hotel, has proved to be the right service for the consumer. The organoleptic qualities of the dishes, the way they were served, and the price were most important factors determining services offer. Employees’ involvement, customer attitude and communicativeness were the most important factors determining customer service. Customers of hotels offering higher-standard gastronomy were expecting more personalized service, tailored to their needs.
3
Zhang, Junwei, Deyu Li e Xiaoqin Fan. "A Customer-Centric Trust Evaluation Model for Personalized Service Selection". Scientific Programming 2018 (2018): 1–13. http://dx.doi.org/10.1155/2018/4819195.
Testo completoAbstract (sommario):
Trust is a very important criterion when service customers select desired Web services from a cluster of Web services with the same function. Most existing trust models cannot effectively implement personalized service selection with regard to consumer preferences and expectations. This paper designs a novel trust management method based on peer-to-peer network and presents a customer-centric trust evaluation model for personalized service selection. The trust evaluation model firstly maintains consumer-to-consumer trust values that are calculated according to preference similarity between customers, secondly gathers ratings on services submitted by other consumers, then synthesizes customer-to-customer trust and these ratings to generate personalized consumer-to-service trust, and finally selects the desired services according to the expected trust levels presented by customers. This paper conducts some experiments to demonstrate the details of service selection. Experimental results show that this model has good applicability to implement personalized service selection. The proposed model well simulates the reality.
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Tsao, Wen-Chin. "Star power: the effect of star rating on service recovery in the hotel industry". International Journal of Contemporary Hospitality Management 30, n. 2 (12 febbraio 2018): 1092–111. http://dx.doi.org/10.1108/ijchm-05-2016-0247.
Testo completoAbstract (sommario):
Purpose This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences. Design/methodology/approach A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses. Findings DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. Practical implications This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure. Originality/value This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.
5
Rani, Uma, Surjeet Dalal e Jugnesh Kumar. "Optimizing performance of fuzzy decision support system with multiple parameter dependency for cloud provider evaluation". International Journal of Engineering & Technology 7, n. 1.2 (28 dicembre 2017): 166. http://dx.doi.org/10.14419/ijet.v7i1.2.9044.
Testo completoAbstract (sommario):
In today’s world, technological trend offers computing resources as services through the internet in on-demand or pay-as-you-go approach. These services are provided by different cloud service providers. Due to which trust on the any service provider is a choice of any customer. In order to choose a reputed cloud service provider a new method using the concept of fuzzy has proposed in this paper. This method enhanced the customer’s satisfaction level of using cloud services by avoiding ambiguities in fuzzy interface system (FIS) through optimization.Proposed fuzzy rule-based decision support system is collaborating with advanced fuzzy system optimized using a swarm intelligent firefly algorithm that facilitates the consumers in selecting right CSP based upon their rating value. It conducts three different reviews of three different components, i.e. customer review, service provider review and public review. Results are carried out on the basis of both simple and the optimized fuzzy, and it is found that the optimized fuzzy surpasses the simple fuzzy logic.
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Setiarini, Dita Septi, e Sendhang Nurseto. "THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE TO CUSTOMER SATISFACTION (Case Study on Simpedes Savings Products Customer of BRI Unit Tugu Semarang)". JURNAL ADMINISTRASI BISNIS 6, n. 2 (2 luglio 2018): 110. http://dx.doi.org/10.14710/jab.v6i2.16612.
Testo completoAbstract (sommario):
In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902).Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902). Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.
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Macalalad, Marta B. "Customer Service Satisfaction of Frontliners in a University in Cavite". Abstract Proceedings International Scholars Conference 6, n. 1 (29 ottobre 2018): 231. http://dx.doi.org/10.35974/isc.v6i1.1379.
Testo completoAbstract (sommario):
Frontliners are people who work on the front lines of a business operation, primarily in customer service roles. They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction.
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Gallagher, Conor, Eoghan Furey e Kevin Curran. "The Application of Sentiment Analysis and Text Analytics to Customer Experience Reviews to Understand What Customers Are Really Saying". International Journal of Data Warehousing and Mining 15, n. 4 (ottobre 2019): 21–47. http://dx.doi.org/10.4018/ijdwm.2019100102.
Testo completoAbstract (sommario):
In a world of ever-growing customer data, businesses are required to have a clear line of sight into what their customers think about the business, its products, people and how it treats them. Insight into these critical areas for a business will aid in the development of a robust customer experience strategy and in turn drive loyalty and recommendations to others by their customers. It is key for business to access and mine their customer data to drive a modern customer experience. This article investigates the use of a text mining approach to aid sentiment analysis in the pursuit of understanding what customers are saying about products, services and interactions with a business. This is commonly known as Voice of the Customer (VOC) data and it is key to unlocking customer sentiment. The authors analyse the relationship between unstructured customer sentiment in the form of verbatim feedback and structured data in the form of user review ratings or satisfaction ratings to explore the question of whether customers say what they really think when given the opportunity to provide free text feedback as opposed to how they rate a product on a scale of one to five. Using various Sentiment Analysis approaches, the authors assign a sentiment score to a piece of verbatim feedback and then categorise it as positive, negative, or neutral. Using this normalised sentiment score, they compare it to the corresponding rating score and investigate the potential business insights. The results obtained indicate that a business cannot rely solely on a standalone single metric as a source of truth regarding customer experience. There is a significant difference between the customer ratings score and the sentiment of their corresponding review of the product. The authors propose that it is imperative that a business supplements their customer feedback scores with a robust sentiment analysis strategy.
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Gerchak, Yigal. "Procurement (Reverse) Auctions Where Service Providers have Official Ratings". International Game Theory Review 18, n. 04 (26 ottobre 2016): 1650016. http://dx.doi.org/10.1142/s021919891650016x.
Testo completoAbstract (sommario):
We consider service providers (e.g., contractors) who bid for undertaking a large project — reverse auctions. As there is a risk that the lowest bidder will not be able to complete the project on budget or time, the customer, often a government agency, wishes to incorporate prior information on the bidders reliabilities into the choice of winning bid. We consider the use of official ratings of bidders, which are common knowledge. The customer is assumed to select the bidder for which the ratio of bid to rating is the lowest. A bidder assumes that each other bidder’s bid is the sum of its private value, the ratio of this value to its rating and the inverse of the rating. We characterize the equilibrium bids of two bidders, of [Formula: see text] symmetric bidders and of three nonsymmetric bidders, and provide comparative statics and examples. We also discuss a scenario where all ratings are known only to the customer, and each bidder knows only its own rating.
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Linina, Iveta, Velga Vevere e Rosita Zvirgzdina. "NECESSITY OF CUSTOMER LOYALTY FORMATION AND ITS PECULIARITIES IN THE TELECOMMUNICATION SERVICES". ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 1 (20 giugno 2019): 142. http://dx.doi.org/10.17770/etr2019vol1.4124.
Testo completoAbstract (sommario):
Everyday life is unimaginable without telecommunication services; they are the significant players in the national economy. All business activities, including the ones of telecommunication services, are directed towards the satisfaction of customers’ needs and wants, and hence towards the profit earning. This process, in its turn, entails the formation of different company/customer relations, where both parties want to gain something out of these relations. The company strives, first of all, to increase the turnover and profit, while the customer wants to receive the desired services, information and the proper attitude. These customer gains can be basis of the loyalty formation, that is very important for the company, because the process of attracting new consumers always involves spending money, time and energy. The goal of this work is to explore the loyalty formation process and its peculiarities in the telecommunication services. Based on the results of the study, it was found that the experts rated the offer of corporate loyalty programs at the lowest, then followed the service offer and the price, but slightly higher the service quality. The experts assigned the highest rating to the prestige of the service. Based on the low assessment of the experts in the telecommunication industry of the loyalty program offer, the authors propose the conceptual consumer loyalty model for the practical use.
Tesi sul tema "Customer services – Rating of"
1
Hensens, Wouter. "Hotel rating through guest feedback". Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.
Testo completoAbstract (sommario):
Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.
2
Ndhlovu, Thinkwell. "The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry". Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013221.
Testo completoAbstract (sommario):
The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.
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Mququ, Mpumzi H. "A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS". Thesis, Rhodes University, 2006. http://hdl.handle.net/10962/d1003888.
Testo completoAbstract (sommario):
The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
4
Mtyalela, Kanyisa Highly. "An evaluation of the delivery of the Eskom Customer Safety Education Programme in the Queenstown Customer Services Area". Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013569.
Testo completoAbstract (sommario):
The aim of this research is to evaluate the Eskom customer safety education programme in the Queenstown Customer Services Area. The research focuses on the implementation of the programme with the aim of assessing whether there is need for optimisation in the way that the customer education and training is delivered. The paper consists of three sections. Section one is directed to Eskom and is made up of (i) a review of the literature that is relevant to the Eskom safety education programme, (ii) the findings made from the study and (iii) recommendations from the author. Section two is a review of the key concepts which were identified for this paper and these are: (i) education and training, (ii) consumer education, (iii) citizenship education, (iv) training programme development, and (v) training programme evaluation. Section three provides detail on and justifies the research methodology that was followed for this paper. The author adopted the deductive approach and collected data from literature sources and Eskom documents as well as face-to-face interviews with the Eskom trainers and customers. Qualitative data was collected from the interviews and is presented in section one of the report in the form of (i) narratives, (ii) graphs and (iii) tables. The research has identified some shortcomings in the delivery of the training and recommendations have been made on how these shortcomings can be addressed. Trainer skills, training evaluation and training tools are amongst the issues that require attention in the Queenstown Customer Services Area. The results revealed that 67 percent of the trainers have not received training related to conducting customer forums. Inconsistencies with regard to the evaluation of the training interventions were also identified and there were differences in terms of the training tools that are utilised at the forums. The recommendations made by the author are based on the literature that was reviewed as part of this study and are aimed at addressing the delivery of the training. The respondents all displayed an understanding of the objectives of the Eskom safety education programme and made recommendations in terms of how Eskom can reduce the tampering of Eskom equipment. The recommendations made included the involvement of the community as well as unannounced door-to-door audits aimed at identifying damaged and tampered Eskom equipment. These recommendations are in line with the guiding principles of safety education presented in McWhirter (2008: 32) which include the involvement of young people in real decisions to help them stay safe, as well as the use of active approaches in addressing safety issues. A review of the electrical contact incidents which were reported to Eskom in 2011/12 revealed that in 61,5 percent of the cases that occurred in the Eastern Cape, Eskom had conducted electricity safety education before the incidents occurred. The recommendations in terms of the training delivery should be implemented to improve the delivery of the training. The author however recommends further research on how Eskom can reduce the number of electrical contact incidents that occur, as it has been proven through previous studies that safety education “has an impact on knowledge, behaviour, risk and skills and no papers have provided evidence of the impact of safety education on injury rates” (Mulvaney, Watson and Errington, 2012: 27).
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MacColl, Barry. "Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility". Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1006972.
Testo completoAbstract (sommario):
This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
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Yu, Junhao. "Delivery service assortment and product pricing in online retailing : the impact of pricing flexibility and customer rating". Thesis, University of British Columbia, 2015. http://hdl.handle.net/2429/54544.
Testo completoAbstract (sommario):
This research studies the delivery service assortment and product pricing problem in the context of online retailing where the seller selects a series of delivery options from a set of available alternatives for the customers to choose from and decides the price for the product and the listed surcharge for each delivery service. We aim to examine the impact of seller's pricing flexibility and customer rating on the optimal decisions and the optimal expected profit of the seller. By solving and comparing the results of four related problems, we find that usually it would be optimal for the seller to include all the available delivery options and charge a constant mark-up for all the options. But when the customer rating is aggregated, the seller would have to solve a combinatorial optimization problem to find out the optimal assortment when pricing is restricted to the product only and he should differentiate the mark-up for each option when he enjoys the pricing flexibility to re-price the quoted surcharges. We also show that two simple heuristic algorithms provide very good performance for the mentioned combinatorial optimization problem. We explain why the aggregated rating would only hurt the seller and how pricing flexibility could remove its negative effect while assortment adjustment can only weaken its impact. In addition, numerical studies present the comparison between the two main problems with aggregated customer rating and provide some observations of the impact on delivery service providers and the customers. The findings in this thesis yield useful managerial insights for the delivery service providers as well as the seller for making their strategic decisions.Business, Sauder School of
Graduate
7
Myoli, Mncedi Eric. "An evaluation of the quality customer service delivered by Eskom to rural household customers in the Eastern Cape". Thesis, Rhodes University, 2011. http://hdl.handle.net/10962/d1013564.
Testo completoAbstract (sommario):
[Abstract - Conclusion]: This research study confirms the theory in the literature review on delivery of quality service to customers and premise that there is a statistically significant difference between Eskom service as perceived by rural prepaid household customers and their expectations. This study also highlights the need for Eskom management to take into cognisance the unique rural prepaid customer service needs and how to meet them, perhaps a differentiated service approach rather than a one-strategy-fits-all approach. This is in view of gaps created between expectations and perceptions of service, especially in the reliability dimension that could require a concentrated or changed performance approach to close them.
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Nompozolo, Nikiwe Nomapelo. "The value of shared corporate services in improving patient care". Thesis, Rhodes University, 2009. http://hdl.handle.net/10962/d1003844.
Testo completoAbstract (sommario):
This case study was undertaken from mid 2003 to December 2005. It investigates the influence of the Corporate Services Centre (CSC) on customer (patient) service quality in the East London Hospital Complex (ELHC). This approach was justified on the basis that even though most patients do not have enough knowledge of clinical practices in order to make an accurate assessment on their quality, the same patients would readily appreciate factors such as faster turnaround times, drug availability and cleanliness. The study focuses on both service providers and end users for a quality health service delivery by looking at the potential of the shared corporate services centre. This was done by identifying important areas for improvements, such as response times, waiting periods and other aspects of the various services. The ELHC was formed from the merger of Frere and Cecilia Makiwane Hospitals, with a distance of 26km between the two institutions. The complex itself was in its infancy stages, having had to go through a process of re-engineering, rationalisation and standardisation of the two hospitals. The study seeks to answer the following key question: What has been the contribution of the corporate service centres in relation to health care service quality? The study examines the impediments to the realization of full potential of the Corporate Services Centre (CSC) through expedited decision-making and improved turnaround times. The main functions of the CSC were Procurement and Asset Management; General Administration (including but not limited to Transport, Office equipment, Patient Administration, Office Support, and Professional Secretariat Support); Financial Management and Administration; and Human Resource Management and Human Resources Administration. The study recommends that the CSC, to justify its existence, needs to consult with the clinicians and the patients to better understand what their needs and aspirations are. The study also emphasizes that the CSC is there purely to remove the administrative load and ease the processes and the biggest mistake is to make it an authority over the hospital, instead of being a support. Finally, it was realized that a lot of structural changes, business processes and organisational cultural changes are essential if one wants to create an impact through shared corporate services.
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Luke, Gary Joseph. "An assessment of the service quality expectations and perceptions of the patients of Awali Hospital in the Kingdom of Bahrain". Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1003850.
Testo completoAbstract (sommario):
The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Awali hospital is a private hospital in the Kingdom of Bahrain. It is a small 35-bed hospital that offers private medical services to the public. The hospital was originally built to serve the Bahrain Petroleum Company (Bapco) refinery workers but later opened its doors to the public. With the introduction of private patients came higher expectations of quality and higher demands on the overall services. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Arabic version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Awali hospital to test these service quality shortfalls. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles). The SERVQUAL instrument has five dimensions that were measured by 21 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectation from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Using the SERVQUAL questionnaire provided, quantifiable reasoning to the research questions in each dimension could be obtained so that precision, objectivity and rigour replaced hunches, experience and intuition as a means of investigating problem areas. Customers were first asked to supply some additional demographic information, for example gender, number of hospital visits, nationality, patient type (Bapco worker, general practitioner referred or private) and type of visit (inpatient, outpatient or both). They werethen asked to rate the hospital service on a 7-point Likert scale ranging from Strongly Agree (7) to Strongly Disagree (1). At the end of the questionnaire was space to write open comments. In total 600 paper questionnaires were distributed in the hospital, 300 English and 300 Arabic. Another 150 electronic questionnaires via emails were sent to refinery workers. Of the total 750 questionnaires distributed 162 were returned of which 156 (or 21.6%) could be statistically analysed. The empirical data results showed that the perception scores were significantly different at the p < 0.05 level from expectation scores. All the service quality differences (SQ=P-E) were negatively scored. This indicated that patients were not satisfied in all five dimensions of services offered by the hospital. Of the five dimensions responsiveness had the largest difference with assurance and reliability following with no significant differences between them. The demographic information revealed some interesting differences between the groups. Of all the demographic groups the most significant differences were between groups, “patient types” and “types of visit”, which showed differences between private patients and refinery workers and patients who used the hospital only as an outpatient and patients who used both services, outpatient and inpatient. In terms of the managerial implications, it was recommended that Awali hospital look to closing Gaps 1-4 of the SERVQUAL gap model which would result in closing the consumer gap, Gap 5. A process model for continuous measurement and improvement of service quality was recommended that looks at asking questions about how the hospital is performing. By adopting some of the recommendations identified in the research questions, Awali hospital could improve their quality of service, and as a consequence, their customer satisfaction and loyalty.
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Booi, Mlungisi Wellington. "Performance management of health professionals : an evaluation research study of health services in the subdistrict of Buffalo City in the Provincial Department of Health in the Eastern Cape". Thesis, Rhodes University, 2015. http://hdl.handle.net/10962/d1020017.
Testo completoAbstract (sommario):
Integrative Summary In 1997 the Minister of Public Service and Administration of South Africa, Zola Skweyiya, introduced the White Paper on Transforming Public Service Delivery(Department of Public Service and Administration(DPSA,1997: 1). It was premised on what was called Batho Pele (DPSA, 1997: 9), giving effect to Section 197 of the Constitution, Act 108 of 1996 as amended. A linkage to performance management can be found from the assertion made in the White Paper that in future the Batho Pele would form the basis of any assessment of the performance of individual staff and that would contribute to improving the delivery of service (DPSA, 1997:16). Another factor that contributed to the utilisation of a performance management system was the recommendation put forward by the Public Service Commission of South Africa( PSC,2004: 16),that called for public institutions to adopt a clear, comprehensive performance management and evaluation framework for the delivery of public service. That was expected to turn around the ailing public institutions whose record of serving the public with pride and dignity was on the decline. The research aim was to evaluate the effectiveness of the performance management system in creating and resolving role conflict with health professionals employed by the Buffalo City sub-district. The research goal was divided into three objectives, namely: evaluation of the effectiveness of the performance management system as a managerial tool for health managers to manage their subordinates including both professional and support staff, evaluation of the effectiveness of the performance system from the perspective of the health professional as a subordinate and to analyze the functioning and effectiveness of the system in creating and resolving role conflict between professional conduct and organisational requirements. The respondents noted that the implementation of the system was not matched with appointment at managerial level with officials having relevant managerial capacity. Further to that resources at the coal face of service delivery continued to deteriorate and became very scarce and there is no documented proof that has been found of an effort made to check the compatibility of the system to health professionals. The literature identified negative effects that have emanated from the implementation of the performance management system. The study was conducted by interviewing health professionals from the entry level to the management level within the Buffalo City sub-district from three mini hospitals or Health Care Centres. The respondents indicated that there are positives that have been achieved by the implementation of the system, such as the skills gap identification as well as specific targets contained in annual performance contracts. These targets help motivate health professional to focus on that particular direction of activities. Unfortunately it has been clearly documented that the performance management system has also contributed to the development of role conflict in a number of professionals. It has been documented that the system has not been crafted with a health professional in mind and, as such, appears to favour quantity rather than quality of health services as advocated by the codes of practice of different health professionals. There are a number of recommendations that were put forward by the respondents to try to salvage the system and in mitigation of the identified negative factors. For the improvement of the system, the Eastern Cape Provincial Department of Health has to firstly customise the annual contracts to contain only the fundamental information. Secondly need to improve the transparency pertaining to financial pressures facing the Health Department. Thirdly the provision of essential enablers, need to be prioritised. Fourthly there is a need to upgrade the system to incorporate 360 degree feedback. Further research recommendations include a bigger sample incorporating different research methods and to also incorporate searches for measures that can be implemented to improve the system to be more relevant to health professionals. This document is organised and presented in three sections. The first section is the evaluation report with a review of literature, research methodology, findings, discussion and conclusion. The second section is where an indepth literature review is located and the last section details the research methodology.
Libri sul tema "Customer services – Rating of"
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1948-, Gore Albert, a cura di. Serving the American public: Best practices in one-stop customer service : Federal Benchmarking Consortium Study Report. [Washington, D.C.?]: The Review, 1997.
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1948-, Gore Albert, a cura di. Serving the American public: Best practices in resolving customer complaints : Federal Benchmarking Consortium study report. Washington, DC: National Performance Review, 1996.
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1948-, Gore Albert, a cura di. Serving the American public: Best practices in customer-driven strategic planning : Federal Benchmarking Consortium Study Report. [Washington, DC]: National Performance Review : [Supt. of Docs., U.S. G.P.O., distributor, 1997.
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United States. Western Area Power Administration. Energy Services. Energy Services customer sourcebook. [Golden, Colo.?]: Western Area Power Administration, 1993.
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Customer-driven services management. 2a ed. New Delhi: Response Books, 2004.
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Lund, Keith. Customer care. A cura di Patterson Helen, McCullough Sheila e Association of Assistant Librarians. [Newcastle-under-Lyme]: AAL Publishing, 1994.
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Frances, Dredge, a cura di. Managing customer service. Aldershot, Hampshire, England: Gower, 1997.
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Wellemin, John H. Successful customer care. Hauppauge, N.Y: Barron's Educational Series, 1997.
Cerca il testo completoCapitoli di libri sul tema "Customer services – Rating of"
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Masuda, Hisashi. "Differences in Customer Delight Rating Linked to Customer Actions in Japanese and Foreign Residents Using Restaurant Services in Japan". In Serviceology for Services, 143–56. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-3118-7_9.
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Seiringer, Wolfgang. "A Rating for Customer Participation during the Process of Service Co-creation". In Lecture Notes in Production Engineering, 647–58. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-30820-8_54.
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Martin, Weichbold, e Bachleitner Reinhard. "Touch-Screen vs. Paper-and-Pencil vs. Face-to-Face Computer-Supported Rating of Services Compared to Conventional Customer Satisfaction Measurements". In Information and Communication Technologies in Tourism 2002, 517–26. Vienna: Springer Vienna, 2002. http://dx.doi.org/10.1007/978-3-7091-6132-6_53.
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Ciuffo, Joe. "Customer Services". In Enterprise Cloud Computing for Non-Engineers, 123–34. Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018. | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.”: Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-8.
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Campbell, David A. "Charity Rating Services". In International Encyclopedia of Civil Society, 1–6. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-319-99675-2_9506-1.
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Englert, Roman, e Thomas Rosendahl. "Customer Self Services". In Handbuch Electronic Business, 495–507. Wiesbaden: Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-96349-9_20.
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Englert, Roman, e Thomas Rosendahl. "Customer Self Services". In Handbuch Electronic Business, 317–29. Wiesbaden: Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92969-3_13.
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Baron, Steve, Kim Harris e Toni Hilton. "Customer Interactions in Services". In Services Marketing, 69–95. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_4.
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Ennew, Christine, Nigel Waite e Róisín Waite. "Customer-relationship management". In Financial Services Marketing, 435–72. 3 Edition. | New York : Routledge, [2018] | Revised edition of Financial services marketing, 2013.: Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.
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Baron, Steve, Kim Harris e Toni Hilton. "Service Quality and Customer Satisfaction". In Services Marketing, 167–89. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_8.
Testo completoAtti di convegni sul tema "Customer services – Rating of"
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Bilous, N., e V. Semerkov. "Evaluation of the outsourcing services customer rating". In 2014 First International Scientific-Practical Conference Problems of Infocommunications Science and Technology (PIC S&T`2014). IEEE, 2014. http://dx.doi.org/10.1109/infocommst.2014.6992310.
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Sriv, Abhishek, e Paul G. Sorenson. "Service Selection Based on Customer Rating of Quality of Service Attributes". In 2010 IEEE International Conference on Web Services (ICWS). IEEE, 2010. http://dx.doi.org/10.1109/icws.2010.32.
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Meng, Qingliang, e Xiujun Jiang. "A method for rating customer requirements' final importance in QFD based on quantitative KANO Model". In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959396.
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Jurgena, Inara, Aina Muska e Elina Jurjane. "Reduction of non-value added activities in restaurant services: the case of BBS-Dizain Ltd". In 21st International Scientific Conference "Economic Science for Rural Development 2020". Latvia University of Life Sciences and Technologies. Faculty of Economics and Social Development, 2020. http://dx.doi.org/10.22616/esrd.2020.53.021.
Testo completoAbstract (sommario):
In order to ensure the development and competitiveness of an organization, it is essential to continuously enhance processes, particularly those that generate revenue, i.e. business processes, as well as to introduce innovations. One of the business processes at BBS-Dizain Ltd that needs to be enhanced is the catering service. The aim of the research is to examine possibilities for shortening order processing times at BBS-Dizain Ltd. The research concluded that the average rating of order processing time at the restaurant given by the employees of BBS-Dizain Ltd (internal customers) was higher (4 points) than the rating given by visitors (external customers) (3.49 points). A contingency analysis showed that there was no correlation between the ratings given by external and internal customers; therefore, the restaurant’s personnel did not critically assess their performance in terms of order processing time. Since changes in the demand for the dishes on the menu of the restaurant exceeded 25%, and none of the dishes on the menu was a leader in terms of revenue generated, there were no dishes, the cooking process of which BBS-Dizain Ltd needed to optimize. The chefs of BBS-Dizain Ltd could enhance their skills in preparing Group AY meals, as the demand for them was relatively steady. Rearranging the workplace of a chef, using the 5S methodology, and replacing the worktop for the chef with a freezer allows significantly – two-fold – reducing the number of the steps made during the shift. However, rearranging the restaurant’s storeroom, using the 5S methodology, allows saving 95 % time spent on searching for things needed. Therefore, the possibilities to reduce order processing times at the restaurant of BBS-Dizain Ltd involve decreasing unnecessary movements of chefs at their workplaces and reducing the time spent on searching for things in the storeroom.
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Lihua Wu, Lu Liu e Jing Li. "Evaluating customer lifetime value for customer recommendation". In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499450.
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Park, Yongcheon, Jeongmin Park, Eunkyong Lee, Kyoungchul Lee e Jiman Hong. "Deep learning based customer product rating prediction model". In RACS '18: International Conference on Research in Adaptive and Convergent Systems. New York, NY, USA: ACM, 2018. http://dx.doi.org/10.1145/3264746.3264814.
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Hutchison, Dean. "Improving customer support services". In the 23rd annual ACM SIGUCCS conference. New York, New York, USA: ACM Press, 1995. http://dx.doi.org/10.1145/219894.223022.
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Ochi, Masanao, Makoto Okabe e Rikio Onai. "Rating prediction using feature words extracted from customer reviews". In the 34th international ACM SIGIR conference. New York, New York, USA: ACM Press, 2011. http://dx.doi.org/10.1145/2009916.2010121.
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Dzulkifli, Syarizul Amri, Mohd Najib Mohd Salleh e A. M. Leman. "Customer and performance rating in QFD using SVM classification". In 3RD ELECTRONIC AND GREEN MATERIALS INTERNATIONAL CONFERENCE 2017 (EGM 2017). Author(s), 2017. http://dx.doi.org/10.1063/1.5002396.
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Yanchun Shen, Pengde Tao, Yonggui Wang e Ning Xu. "How service quality drives customer asset: a customer behavior-based perspective". In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499453.
Testo completoRapporti di organizzazioni sul tema "Customer services – Rating of"
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Marshak, Ronni. Customer Ecosystems: Meal Ordering Services. Boston, MA: Patricia Seybold Group, marzo 2012. http://dx.doi.org/10.1571/cea03-15-12cc.
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Rajamani, Deepa, e Saumya RamaRao. Enhancing customer satisfaction for health services. Population Council, 2019. http://dx.doi.org/10.31899/rh9.1100.
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Kramer, Mitchell. Framework for Evaluating Customer Self-Service Products and Services. Boston, MA: Patricia Seybold Group, giugno 2006. http://dx.doi.org/10.1571/fw6-8-06cc.
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Seybold, Patricia. Senior IT Architect for Cross-Channel Customer Experience and Digital Services. Boston, MA: Patricia Seybold Group, agosto 2011. http://dx.doi.org/10.1571/os10-7-04cc.
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Goldman, C., W. Kempton, A. Eide e M. Iyer. Impact of information and communications technologies on residental customer energy services. Office of Scientific and Technical Information (OSTI), ottobre 1996. http://dx.doi.org/10.2172/431189.
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Bock, Geoffrey. Empire Blue Cross and Blue Shield Delivers Customer-Centric Services over the Web. Boston, MA: Patricia Seybold Group, aprile 2002. http://dx.doi.org/10.1571/cs4-4-02cc.
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Seybold, Patricia. Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch. Boston, MA: Patricia Seybold Group, settembre 2006. http://dx.doi.org/10.1571/cs9-28-06cc.
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A.C., Sinaga, Gnych S. e Phelps J. Forests, financial services and customer due diligence: Efforts to target illegality, money laundering and corruption in Indonesia. Center for International Forestry Research (CIFOR), 2010. http://dx.doi.org/10.17528/cifor/005588.
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Adsit, Sarah E., Theodora Konstantinou, Konstantina Gkritza e Jon D. Fricker. Public Acceptance of INDOT’s Traffic Engineering Treatments and Services. Purdue University, 2021. http://dx.doi.org/10.5703/1288284317280.
Testo completoAbstract (sommario):
As a public agency, interacting with and understanding the public’s perspective regarding agency activities is an important endeavor for the Indiana Department of Transportation (INDOT). Although INDOT conducts a biennial customer satisfaction survey, it is occasionally necessary to capture public perception regarding more specific aspects of INDOT’s activities. In particular, INDOT needs an effective way to measure and track public opinions and awareness or understanding of a select set of its traffic engineering practices. To evaluate public acceptance of specific INDOT traffic engineering activities, a survey consisting of 1.000 adults residing within the State of Indiana was conducted. The survey population was representative in terms of age and gender of the state as of the 2010 U.S. Census. The survey was administered during the months of July and August 2020. Public awareness regarding emerging treatments not currently implemented in Indiana is low and opposition to the same new technologies is prominent. Older or female drivers are less likely to be aware of emerging treatments, and older drivers are more likely to oppose potential implementation of these treatments. Although roundabouts are commonplace in Indiana, multi-lane roundabouts remain controversial among the public. Regarding maintenance and protection of traffic during work zones and considering full or partial roadway closure, public preference is for partial closure; this preference is stronger in rural areas. The public equally agrees and disagrees that INDOT minimizes construction related traffic delays. Approximately 76% of Indiana drivers believe themselves to above average drivers, while an additional 23% believe themselves to be average. Driver perceptions of average highway speeds speed are not aligned with posted speed limit as the perceived average speed on Indiana’s urban freeways and rural and urban state highways is considerably higher than the actual speed limit.
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McPhedran, R., K. Patel, B. Toombs, P. Menon, M. Patel, J. Disson, K. Porter, A. John e A. Rayner. Food allergen communication in businesses feasibility trial. Food Standards Agency, marzo 2021. http://dx.doi.org/10.46756/sci.fsa.tpf160.
Testo completoAbstract (sommario):
Background: Clear allergen communication in food business operators (FBOs) has been shown to have a positive impact on customers’ perceptions of businesses (Barnett et al., 2013). However, the precise size and nature of this effect is not known: there is a paucity of quantitative evidence in this area, particularly in the form of randomised controlled trials (RCTs). The Food Standards Agency (FSA), in collaboration with Kantar’s Behavioural Practice, conducted a feasibility trial to investigate whether a randomised cluster trial – involving the proactive communication of allergen information at the point of sale in FBOs – is feasible in the United Kingdom (UK). Objectives: The trial sought to establish: ease of recruitments of businesses into trials; customer response rates for in-store outcome surveys; fidelity of intervention delivery by FBO staff; sensitivity of outcome survey measures to change; and appropriateness of the chosen analytical approach. Method: Following a recruitment phase – in which one of fourteen multinational FBOs was successfully recruited – the execution of the feasibility trial involved a quasi-randomised matched-pairs clustered experiment. Each of the FBO’s ten participating branches underwent pair-wise matching, with similarity of branches judged according to four criteria: Food Hygiene Rating Scheme (FHRS) score, average weekly footfall, number of staff and customer satisfaction rating. The allocation ratio for this trial was 1:1: one branch in each pair was assigned to the treatment group by a representative from the FBO, while the other continued to operate in accordance with their standard operating procedure. As a business-based feasibility trial, customers at participating branches throughout the fieldwork period were automatically enrolled in the trial. The trial was single-blind: customers at treatment branches were not aware that they were receiving an intervention. All customers who visited participating branches throughout the fieldwork period were asked to complete a short in-store survey on a tablet affixed in branches. This survey contained four outcome measures which operationalised customers’: perceptions of food safety in the FBO; trust in the FBO; self-reported confidence to ask for allergen information in future visits; and overall satisfaction with their visit. Results: Fieldwork was conducted from the 3 – 20 March 2020, with cessation occurring prematurely due to the closure of outlets following the proliferation of COVID-19. n=177 participants took part in the trial across the ten branches; however, response rates (which ranged between 0.1 - 0.8%) were likely also adversely affected by COVID-19. Intervention fidelity was an issue in this study: while compliance with delivery of the intervention was relatively high in treatment branches (78.9%), erroneous delivery in control branches was also common (46.2%). Survey data were analysed using random-intercept multilevel linear regression models (due to the nesting of customers within branches). Despite the trial’s modest sample size, there was some evidence to suggest that the intervention had a positive effect for those suffering from allergies/intolerances for the ‘trust’ (β = 1.288, p<0.01) and ‘satisfaction’ (β = 0.945, p<0.01) outcome variables. Due to singularity within the fitted linear models, hierarchical Bayes models were used to corroborate the size of these interactions. Conclusions: The results of this trial suggest that a fully powered clustered RCT would likely be feasible in the UK. In this case, the primary challenge in the execution of the trial was the recruitment of FBOs: despite high levels of initial interest from four chains, only one took part. However, it is likely that the proliferation of COVID-19 adversely impacted chain participation – two other FBOs withdrew during branch eligibility assessment and selection, citing COVID-19 as a barrier. COVID-19 also likely lowered the on-site survey response rate: a significant negative Pearson correlation was observed between daily survey completions and COVID-19 cases in the UK, highlighting a likely relationship between the two. Limitations: The trial was quasi-random: selection of branches, pair matching and allocation to treatment/control groups were not systematically conducted. These processes were undertaken by a representative from the FBO’s Safety and Quality Assurance team (with oversight from Kantar representatives on pair matching), as a result of the chain’s internal operational restrictions.