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. H...

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Main Authors: Sihombing, Haeryip, M.Y., Yuhazri, S.H., Yahaya
Format: Article
Language:English
Published: Global Engineers and Technologists Review 2012
Subjects:
Online Access:http://eprints.utem.edu.my/id/eprint/6954/1/How_to_Measure_and_Identify_the_Ultimate_Improvement_Required_for_Customer_Satisfaction.pdf
http://eprints.utem.edu.my/id/eprint/6954/
http://www.getview.org/download_pdf/Vol2_No11/GETview_Vol2_No11_pg14_28.pdf
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spelling my.utem.eprints.69542022-02-11T11:41:59Z http://eprints.utem.edu.my/id/eprint/6954/ How to Measure and Identify the Ultimate Improvement Required for Customer Satisfaction Sihombing, Haeryip M.Y., Yuhazri S.H., Yahaya 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 Article PeerReviewed text en http://eprints.utem.edu.my/id/eprint/6954/1/How_to_Measure_and_Identify_the_Ultimate_Improvement_Required_for_Customer_Satisfaction.pdf Sihombing, Haeryip and M.Y., Yuhazri and S.H., Yahaya (2012) How to Measure and Identify the Ultimate Improvement Required for Customer Satisfaction. Global Engineers & Technologists Review, 2 (11). pp. 14-28. ISSN 2231-9700 http://www.getview.org/download_pdf/Vol2_No11/GETview_Vol2_No11_pg14_28.pdf
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Sihombing, Haeryip
M.Y., Yuhazri
S.H., Yahaya
How to Measure and Identify the Ultimate Improvement Required for Customer Satisfaction
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
author Sihombing, Haeryip
M.Y., Yuhazri
S.H., Yahaya
author_facet Sihombing, Haeryip
M.Y., Yuhazri
S.H., Yahaya
author_sort Sihombing, Haeryip
title 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_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_sort how to measure and identify the ultimate improvement required for customer satisfaction
publisher Global Engineers and Technologists Review
publishDate 2012
url http://eprints.utem.edu.my/id/eprint/6954/1/How_to_Measure_and_Identify_the_Ultimate_Improvement_Required_for_Customer_Satisfaction.pdf
http://eprints.utem.edu.my/id/eprint/6954/
http://www.getview.org/download_pdf/Vol2_No11/GETview_Vol2_No11_pg14_28.pdf
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score 13.209306