Articles you may be interested inKnowledge management impact of information technology Web 2.0/3.0. The case study of agent software technology usability in knowledge management system AIP Conf. Proc. 1644, 219 (2015); 10.1063/1.4907840Determinants of quality of life (QoL) and quality of university life (QuL) in Malaysian public university students AIP Conf.Abstract. Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well.
PurposeThis paper seeks to take a cautionary stance to the impact of the marketing mix on customer satisfaction, via a case study deriving consensus rankings for benchmarking on selected retail stores in Malaysia.Design/methodology/approachThe ELECTRE I model is used in deriving consensus rankings via multicriteria decision making method for benchmarking base on the marketing mix model 4P's. Descriptive analysis is used to analyze best practice among the four marketing tactics.FindingsOutranking methods in consequence constitute a strong base on which to found the entire structure of the behavioral theory of benchmarking applied to development of marketing strategy.Research limitations/implicationsThis study looks only at a limited part of the puzzle of how consumer satisfaction translates into behavioral outcomes.Practical implicationsThe study provides managers with guidance on how to generate a rough outline of potential marketing activities that can be used to take advantage of capabilities and convert weaknesses and threats.Originality/valueThe paper interestingly portrays the effective usage of multicriteria decision‐making and ranking method to help marketing managers predict their marketing trends.
Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma
Since ASEAN was established in 8 August 1967, ASEAN organization was only joined by five countries. Now ASEAN has become a successful regional organization in bringing the attention of the other countries in rest of the world. Generally, ASEAN has successfully nurtures the cooperation in political, economical, social and cultural with establishment in exercise and research facilities for shared interest. Nowadays, ASEAN roles and influence has strong base in Southeast Asia and South Asia regions. ASEAN has taken place as important body in Asia Pacific political stream through Asian Regional Forum (ARF), where it is successful to create attention of various countries not only in Asia region but also United States of America and Europe involvement. Nevertheless, beside the successful story and prosperity achieved by ASEAN at this moment it has uniqueness when it has to face challenges at the early stage of ASEAN establishment. This journal will touch on history and ASEAN life story and explain What and How ASEAN able to strengthen its role and existence at the time Southeast Asia countries need an organization with the ability to unite all the countries in Southeast Asia region.
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