To be successful, organizations must look into the needs and wants of their customers. That is the reason why many researchers and academicians have continuously emphasized on the importance of customer satisfaction, loyalty and retention. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organisation’s profitability. Du...

In this paper the capability of a customer focused quality engineering technique called “Quality Function Deployment (QFD)” have been reviewed. A comprehensive perspective of QFD and its potential areas for improvement have been provided, which could serve as an opportunity for further investigations. It has been found that comparing with other quality approaches, QFD is the most applicable tec...

Although nearly everyone agrees that the collection and analysis of metrics is highly beneficial to software development and maintenance organizations, this process remains difficult for many of those organizations. The purpose of this paper is to describe a practical set of metrics that are focused on customer satisfaction and that are easily understood by both customer and developer organizat...

a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...

This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...

Customer satisfaction and its antecedents have been investigated extensively in the customer satisfaction and service quality literature, and the consequences of customer satisfaction have received some attention in the research literature. Customer satisfaction research literature contends that higher customer satisfaction increases customer retention and hence organisational profitability. Mo...

in this study, the satisfaction index of new product attribute in terms of development strategy, which includes a number of options for development using kano questionnaire, in the automotive industry was calculated, and according to the relationship between satisfaction and loyalty, instead of loyalty index, we was used satisfaction kano index . then using customer purchase records data within...

Financial institutions need to meet rising sanctions compliance demands without disrupting customer service or incurring inordinate costs. While robust filtering technology is essential to managing compliance, the most cost-effective approach combines intelligent technology, people and processes while fostering self-learning and improvement in all three components. This white paper describes th...

the purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. as competition becomes more intense among companies and phenomena such as global marketing grow in...

In the goal of genetic improvement of livestock by marker assisted selection, we aim at reconstructing the haplotypes of sires from their offspring. We reformulated this problem into a binary weighted constraint satisfaction problem. Our results showed these problems have a small treewidth and can be solved optimally, improving haplotype reconstruction compared to previous approaches especially...