dividual as affordable and as general as possible with respect to substantial (i.e. banking) requirements. An advice how to determine contents with respect to customer groups could only be given if the psychographic customer groups (sovereigns, cools, insouciants) were clustered according to their needs concerning financial services. Furthermore, the use of different online systems (e-mail, new...

With the intense competition in banking systems, customer satisfaction has become more important issue in customer marketing. In existing studies, customer satisfaction has examined based on customers’ viewpoint. This study investigates customer satisfaction based on viewpoint of bank managers who understand their customers’ needs. This study aims to examine importance of various strategies tha...

the first and most important principle of marketing is focusing on the customer needs and wants, because regardless of that, companies will not be able to survive in today's competitive environment. these days, companies know that providing products and services according to customer needs and demands, is an important competitive advantage to gain more sales and benefit, so identifying cus...

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...

abstract: the aim of this research is to propose a new approach of kansei engineering, kano model and taguchi design of experiments to identify, categorize and prioritize customersʹ emotional needs (kansei) in the automotive industry in order to more customer satisfaction. to achieve the above aim, first customersʹ kansei words identified and screened; then these words classified based on kano ...

Axiomatic Design (AD) is a science and design methodology that has evolved from the technology of design. It infiltrates scientific principles into the design process in order to improve design activities. The methodology utilizes customer needs as input and produces functional requirements, design parameters, and process variables through the use of matrix methods. This systematic approach to ...

This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer’s business ne...

Customer expectations of gateway services as well as their information needs are dynamic. The Australasian Virtual Engineering Library (AVEL) has consequently taken an iterative approach to interface design, usability testing and customer needs analysis. User-centred design has ensured that AVEL remains relevant to the way its target audience seeks information to solve “real world” problems. Th...

Supply chains increasingly have to cope with heterogeneous customer needs related to the performance areas of supply chain management (SCM), e.g. delivery reliability, delivery time, and availability. ‘One-size-fits-all’ supply chains that are predominant in reality are often not very effective and efficient. In order to better meet customer needs, supply chains can be segmented so that they ha...