Improvement of Service Offering Connected to Customer Satisfaction in the Power Electronics Field

• Autorzy: Jari Koskinen , Daniel Sahebi , Hassan Nikookar , Wang Zhan
• Języki publikacji: EN

Abstrakty

EN

This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs. Through empirical approach and related enterprises investigation, based on employees' perspective and end-user' perspective, it designs a questionnaire system to collect data. In a case company, totally 31 interviews were made from 18 subsidiaries and 13 from end customers. Finally, we use statistical analysis to analysis the collection data and draw a conclusion. The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements. Throughout the body of the research, we can observe that there are significant differences between the internal and external customers perspective. These differences should be taken into consideration when the service improvement is the main objective. This research helps manufacturing firms to improve their value added services in addition to operating closer to their global customers.(original abstract)

Słowa kluczowe

EN

Customer satisfaction management; Quality of services

PL

Zarządzanie zadowoleniem klientów; Jakość usług

• Czasopismo: Management and Production Engineering Review
• Rocznik: 2013
• Tom: 4
• Numer: nr 2
• Strony: 70--77

Twórcy

autor

Jari Koskinen

• University of Vaasa, Finland

autor

Daniel Sahebi

• Vaasa University of Applied Sciences, Finland

autor

Hassan Nikookar

• Vaasa University of Applied Sciences, Finland

autor

Wang Zhan

• Northwestern Polytechnical University, China

Bibliografia

• Karlson U., Service based manufacturing strategies implications for product development, productions and service operations in global companies, In: Proceedings of the POMS College of Service Operations and EurOMA conference, 12-13 July, London, 2007.
• Anderson E.W., Fornell C., Lehmann D.R., Customer satisfaction, market share and profitability: Findings from Sweden, Journal of Marketing, 58, 58-66, 1994.
• Christian Homburga, Bettina Rudolph, Customer satisfaction in industrial markets: dimensional and multiple role issues, Journal of Business Research, 52, 15-33, 2001
• Bearden W.O., Teel J.E., Selected determinants of consumer satisfaction and complaint reports, J. Mark. Res., 20, 21-8, February 1983.
• Fornell C., Johnson M.D., Anderson E.W., Cha J., Bryant B.E., The American customer satisfaction index: nature, purpose and findings, J. Mark., 60, 7-18, October 1996.
• Fornell C., A national customer satisfaction barometer: The Swedish experience, Journal of Marketing, 56, 6-21, January 1992.
• Khatibi A.A., Ismail H., Thyagarajan.V., What drives customer loyalty: An analysis from the telecommunications industry, Journal of Targeting, Measurement and Analysis for Marketing, 11 (1), 34-44, 2002.
• Patterson P.G., Spreng R.A., Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination, International Journal of Service Industry Management, 8 (5), 414-434, 1997.
• Landrum H., Prybutok V.R., A service quality and success model for the information service industry, European Journal of Operational Research, 156 (3), 628-642, 2004.
• Wang Y., Lo H.P., Yang Y., An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry, Information Systems Frontiers, 6 (4), 325- 340, 2004.
• Westbrook R.A., Product/consumption-based affective responses and post purchase processes, Journal of Marketing Research, 24 (3), 258-270, 1987.
• Zeithaml V.A., Bitner M.J., Service marketing: integrating customer focus across the firm (2nd ed.), New York: McGraw-Hill Company, Inc., 2000.
• Cronin J.J., Jr., Brady, Michael K., Tomas G., Hult M., Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments, Journal of Retailing, 76 (2), 19-218, 2000.
• Kristensen K., Martensen A., Gronholdt L., Measuring the impact of buying behavior on customer satisfaction, Total Quality Management, 10 (4/5), 602-614, 1999.
• Bauer H.H., Falk T., Hammerschmidt M., eTransQual: A transaction process-based approach for capturing service quality in online shopping, Journal of Business Research, 59 (7), 866-875, 2006.
• Collier J.E., Bienstock C.C., Measuring service quality in e-retailing, Journal of Service Research, 8 (3), 260-275, 2006.
• Hsu H., An empirical study of web site quality, customer value, and customer satisfaction based on eshop, The Business Review, 5 (1), 190-193, 2006.
• Kuo Y.F., A study on service quality of community websites, Total Quality Management and Business Excellence, 14 (4), 461-473, 2003.
• Lee G.G., Lin H.F., Customer perceptions of eservice quality in online shopping, International Journal of Retail and Distribution Management, 33 (2/3), 161-176, 2005.
• Park C.H., Kim Y.G., The effect of information satisfaction and relational benefit of consumers' online shopping site commitments, Journal of Electronic Commerce in Organizations, 4 (1), 70-90, 2006.
• Meuter M.L., Ostrom A.L., Roundtree R.I., Bitner M.J., Self-service technologies: understanding customer satisfaction with technology-based service encounters, Journal of Marketing, 64 (3), 50-41, 2000.
• Torres-Corona, Susana Aranzazu, Attitudes toward People with Physical Disabilities and Accommodations, ProQuest, Inc., 2008.
• Jeremy Miles, Mark Shevlin, Applying Regression and Correlation: A Guide for Students and Researchers, SAGE Inc., 2001.
• BinshanLin, Charlotte A. Jones., Some issues in conducting customer satisfaction surveys, Journal of Marketing Practice: Applied Marketing Science, 3, 1, 4-13, 1997.

Identyfikatory

DOI

10.2478/mper-2013-0017