The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by th...The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by the government and enterprise customers. Following the review of a previous study of customer satisfaction and with the help of experiential level theory,this article attempts to establish a Satisfaction Factors Model for researching customer satisfaction with industry applications. We chose a product named "Mobile Monitor" and investigated the emotional satisfaction of 127 users and company leaders from different walks of life,and showed that 7 of the product's features affected the customers' overall emotional satisfaction. Lastly,this paper points out management implications of this application based on quantitative results. It presents a preliminary exploration program for customer satisfaction research in this specific field. The empirical research on a specific product based on experimental level theory may serve as a reference for other companies that desire to carry out similar surveys in future.展开更多
In 2012, 92 Administrative, Technical and Service Staff （ATS S） grievances （unresolved departmental conflicts） were referred to the Industrial Relations arm of the HR division of the UWI St Augustine Campus. Of th...In 2012, 92 Administrative, Technical and Service Staff （ATS S） grievances （unresolved departmental conflicts） were referred to the Industrial Relations arm of the HR division of the UWI St Augustine Campus. Of these trade disputes, 52 cases were ＂resolved＂ and 10 unresolved cases were referred to the Ministry of Labor. In 2009, 692 disputes from various organizations nationally were lodged at the Industrial Court of Trinidad and Tobago--781 in 2010, 778 in 2011 and at September 25th, 2012, 566 were filed （Swamber, 2012）. Vincent Cabera, president of the Banking, Insurance and General Workers Union, expressing his grave concern about these statistics cited inter alia, noted that ＂work stoppages that currently persist in society owed to the malfunctioning of the industrial relations system of the twin island＂. Legitimate members of the Recognized Majority Union （RMU）, who have within the past year at the Campus experienced unresolved conflicts at the departmental level that progressed to trade disputes will be eligible to participate and electronically administered a semi-structured questionnaire developed to determine the frequency and causes of unresolved conflict, their perceptions of its handling, as well as Form A of the Rahim Organizational Conflict Inventory II （ROCI-II） （Rahim, 1983） to classify the conflict management style of their Heads of departments.展开更多
The increase on the competitiveness, the search on the customer satisfaction, the search by reducing waste in the civil construction were facts which helped entrepreneurs and companies to seek new ways of working, bei...The increase on the competitiveness, the search on the customer satisfaction, the search by reducing waste in the civil construction were facts which helped entrepreneurs and companies to seek new ways of working, being lean construction one of the ways to get that. Studies report that the application of the lean tools in construction was carried out in an isolated way. This type of application was pointed as a major factor limiting the extent of achievement in implementing lean principles. The aim of this studies is to identify opportunities to implement the principles of lean production in the service department of a construction company in Goi^is, proposing routines that try to implement the continuous improvement of its processes, eliminating waste, reducing the lead time, allow it to perform the mapping processes, applying the just-in-time and among others, providing services that add value to the customer satisfaction. It was possible to establish the average time for each step, allowing to identify possible improvements in the department, from the perspective of lean principles. The research paper concludes by pointing out the activities for the Department of Post Construction work from building companies, from lean concepts.展开更多
Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamen...Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%展开更多
基金supported by the Research on Group Customers Satisfaction of Hubei Telecom
文摘The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by the government and enterprise customers. Following the review of a previous study of customer satisfaction and with the help of experiential level theory,this article attempts to establish a Satisfaction Factors Model for researching customer satisfaction with industry applications. We chose a product named "Mobile Monitor" and investigated the emotional satisfaction of 127 users and company leaders from different walks of life,and showed that 7 of the product's features affected the customers' overall emotional satisfaction. Lastly,this paper points out management implications of this application based on quantitative results. It presents a preliminary exploration program for customer satisfaction research in this specific field. The empirical research on a specific product based on experimental level theory may serve as a reference for other companies that desire to carry out similar surveys in future.
文摘In 2012, 92 Administrative, Technical and Service Staff （ATS S） grievances （unresolved departmental conflicts） were referred to the Industrial Relations arm of the HR division of the UWI St Augustine Campus. Of these trade disputes, 52 cases were ＂resolved＂ and 10 unresolved cases were referred to the Ministry of Labor. In 2009, 692 disputes from various organizations nationally were lodged at the Industrial Court of Trinidad and Tobago--781 in 2010, 778 in 2011 and at September 25th, 2012, 566 were filed （Swamber, 2012）. Vincent Cabera, president of the Banking, Insurance and General Workers Union, expressing his grave concern about these statistics cited inter alia, noted that ＂work stoppages that currently persist in society owed to the malfunctioning of the industrial relations system of the twin island＂. Legitimate members of the Recognized Majority Union （RMU）, who have within the past year at the Campus experienced unresolved conflicts at the departmental level that progressed to trade disputes will be eligible to participate and electronically administered a semi-structured questionnaire developed to determine the frequency and causes of unresolved conflict, their perceptions of its handling, as well as Form A of the Rahim Organizational Conflict Inventory II （ROCI-II） （Rahim, 1983） to classify the conflict management style of their Heads of departments.
文摘The increase on the competitiveness, the search on the customer satisfaction, the search by reducing waste in the civil construction were facts which helped entrepreneurs and companies to seek new ways of working, being lean construction one of the ways to get that. Studies report that the application of the lean tools in construction was carried out in an isolated way. This type of application was pointed as a major factor limiting the extent of achievement in implementing lean principles. The aim of this studies is to identify opportunities to implement the principles of lean production in the service department of a construction company in Goi^is, proposing routines that try to implement the continuous improvement of its processes, eliminating waste, reducing the lead time, allow it to perform the mapping processes, applying the just-in-time and among others, providing services that add value to the customer satisfaction. It was possible to establish the average time for each step, allowing to identify possible improvements in the department, from the perspective of lean principles. The research paper concludes by pointing out the activities for the Department of Post Construction work from building companies, from lean concepts.
文摘Increases in consumer requirements for both product and service efficiency and effectiveness have resulted in business process reengineering （BPR）. The re-engineering of business processes is concerned with fundamentally rethinking and redesigning business processes to obtain dramatic and sustaining improvements in quality, cost, service, lead-times, outcomes, flexibility and innovation （Hammer ＆ Champy, 1993）. Nowadays, banking industry has reduced structural barriers to competition in domestic markets by abolishing interest rates ceilings on deposits and lending by financial intermediaries in the world. Iran also has not been expected. According to the government＇s decision, the interest rate is going down to be around 9% （before： 22%, and right now： 15%）, and this decision is very risky for the banks in Iran. On these reasons cited above, the banks should employ some strategies to solve their problems. It is because the customers have a vital and key role in this sector, and the banks are dependent to them, 13PR is one strategy to help them in this competitive situation. BPR implementation can provide them, to survive in this better customer service, as well as improvement and management of customer expectations satisfaction and loyalty （Winer, 2001）. This study is a descriptive-correlation research to explain effect of BPR on strengthening of banking sector, focus on customer satisfaction as potential of I^PR. The focus of attention with such applications is customer satisfaction. In this research, a questionnaire was developed containing 18 items each items employed a 7-piont instrument developed to find existent relationship between BPR implementation and customer satisfaction, relationship between employee＇s productivity and efficiency and satisfaction level of customer and also effect of information technology on accomplishment of BPR. In order to validate the instrument, validity and reliability tests were performed and to get reliability. Alpha kronbakh has computed according a pilot study as shown in following items： r HI （with 5 factors） = 75.7%; r H2 （with 7 factors） = 75%; r H3 （with 5 factors） = 81%; R total： （with 17 factors） = 92%
