HOW TO MEASURE AND IDENTIFY THE ULTIMATE IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION
In current hypercompetitive markets, customer satisfaction is one of major requirements that enable the company to generate some benefits to their business. This is also including the relationship with the customers as a good foundation for the creation of loyalty and repeat purchase of customers....
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| Format: | Article |
| Language: | en |
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Global Engineers and Technologists Review
2012
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| Online Access: | http://eprints.utem.edu.my/id/eprint/7600/1/Journal_1_IP.pdf http://eprints.utem.edu.my/id/eprint/7600/ http://www.getview.org/ |
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| author | HASOLOAN, HAERY IAN PIETER YAAKOB, MOHD YUHAZRI YAHAYA, SAIFUDIN HAFIZ |
| author_facet | HASOLOAN, HAERY IAN PIETER YAAKOB, MOHD YUHAZRI YAHAYA, SAIFUDIN HAFIZ |
| author_sort | HASOLOAN, HAERY IAN PIETER |
| building | UTEM Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknikal Malaysia Melaka |
| content_source | UTEM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | In current hypercompetitive markets, customer satisfaction is one of major requirements that enable
the company to generate some benefits to their business. This is also including the relationship with
the customers as a good foundation for the creation of loyalty and repeat purchase of customers.
However, the customer requirements are much more technically complex than in consumer market,
especially in service sector. On the other hand, the analysis of importance and performance assumed
on Kano method to measure customer satisfaction also lead to misleading the implications of
customer satisfaction since some scholars use this technique into symmetric and linear relationships
between attribute level performances. In this study, we poposes the approach on how to find the
priority improvement or the most significant element required for improvement based on Kano
method as a measurement basis ; using Kano manipulating graph, ranking level, and then a
simplification approach toward the graphs to enable the priorities / significant element required for
improvement determined and justified. To justify the approach proposed, some trials carried out in
service companies as the case of study. |
| format | Article |
| id | my.utem.eprints-7600 |
| institution | Universiti Teknikal Malaysia Melaka |
| language | en |
| publishDate | 2012 |
| publisher | Global Engineers and Technologists Review |
| record_format | eprints |
| spelling | my.utem.eprints-76002015-05-28T03:50:36Z http://eprints.utem.edu.my/id/eprint/7600/ HOW TO MEASURE AND IDENTIFY THE ULTIMATE IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION HASOLOAN, HAERY IAN PIETER YAAKOB, MOHD YUHAZRI YAHAYA, SAIFUDIN HAFIZ T Technology (General) In current hypercompetitive markets, customer satisfaction is one of major requirements that enable the company to generate some benefits to their business. This is also including the relationship with the customers as a good foundation for the creation of loyalty and repeat purchase of customers. However, the customer requirements are much more technically complex than in consumer market, especially in service sector. On the other hand, the analysis of importance and performance assumed on Kano method to measure customer satisfaction also lead to misleading the implications of customer satisfaction since some scholars use this technique into symmetric and linear relationships between attribute level performances. In this study, we poposes the approach on how to find the priority improvement or the most significant element required for improvement based on Kano method as a measurement basis ; using Kano manipulating graph, ranking level, and then a simplification approach toward the graphs to enable the priorities / significant element required for improvement determined and justified. To justify the approach proposed, some trials carried out in service companies as the case of study. Global Engineers and Technologists Review 2012-11-25 Article PeerReviewed application/pdf en http://eprints.utem.edu.my/id/eprint/7600/1/Journal_1_IP.pdf HASOLOAN, HAERY IAN PIETER and YAAKOB, MOHD YUHAZRI and YAHAYA, SAIFUDIN HAFIZ (2012) HOW TO MEASURE AND IDENTIFY THE ULTIMATE IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION. Global Engineers & Technologists Review, 2 (11). pp. 15-28. ISSN 2231-9700 http://www.getview.org/ |
| spellingShingle | T Technology (General) HASOLOAN, HAERY IAN PIETER YAAKOB, MOHD YUHAZRI YAHAYA, SAIFUDIN HAFIZ HOW TO MEASURE AND IDENTIFY THE ULTIMATE IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title | HOW TO MEASURE AND IDENTIFY THE ULTIMATE
IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title_full | HOW TO MEASURE AND IDENTIFY THE ULTIMATE
IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title_fullStr | HOW TO MEASURE AND IDENTIFY THE ULTIMATE
IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title_full_unstemmed | HOW TO MEASURE AND IDENTIFY THE ULTIMATE
IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title_short | HOW TO MEASURE AND IDENTIFY THE ULTIMATE
IMPROVEMENT REQUIRED FOR CUSTOMER SATISFACTION |
| title_sort | how to measure and identify the ultimate
improvement required for customer satisfaction |
| topic | T Technology (General) |
| url | http://eprints.utem.edu.my/id/eprint/7600/1/Journal_1_IP.pdf http://eprints.utem.edu.my/id/eprint/7600/ http://www.getview.org/ |
| url_provider | http://eprints.utem.edu.my/ |