Improvement of the customer satisfaction through Quality Assurance Matrix and QC-Story methods: A case study from automotive industry

SICOE, Gina Mihaela; Belu, Nadia; Rachieru, Nicoleta; Nicolae, E V

doi:10.1088/1757-899x/252/1/012045

Cited by 3 publications

(1 citation statement)

References 3 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…One of the main goals of automotive companies is to ensure increased customer satisfaction. This issue is the main topic of research by Sicoe et al (2017) who investigated the possibility of improvement of customer satisfaction through Quality Assurance Matrix and QC-Story methods. Customer satisfaction is a key topic of several authors, e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

Perception of car brands with an emphasis on expected benefits and features as prerequisites for customer satisfaction

Janošková

Kráľ

Popescu

et al. 2021

Management &Amp; Marketing. Challenges for the Knowledge Society

View full text Add to dashboard Cite

Brand management plays a crucial role in increasing the loyalty of current customers as well as in gaining new customers. The product brand significantly influences shopping behaviour of customers. Many customers prefer branded products to non-branded ones. Some of them prefer branded products in general; some of them prefer branded products only for selected products. This paper is focused on the analysis of the perception of ten favourite car brands by Slovak consumers with an emphasis on the quality, prestige, image and expected benefits and features. The aims of the paper are divided into three main parts: i) find out the selected car brand rank based on the influence on the purchasing behaviour of Slovak consumers; ii) assess the impact of selected socio-demographic characteristics on the expected benefits as well as on the features that the respondent´s chosen car brand should have; iii) identify the main reason why respondents focus on preferred car brands. The correlation of these factors was tested on a sample of 2002 respondents from the Slovak republic. The analysed data represent a partial result of an extensive survey. The chosen mathematical-statistical methods such as correlation analysis and testing of statistical hypotheses were applied to fulfil the purpose of the research. Based on a survey, the most influential car brands include Skoda and Volkswagen. Especially the Skoda brand has a significant position in Slovakia, given by tradition, history and place of production of these cars.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Perception of car brands with an emphasis on expected benefits and features as prerequisites for customer satisfaction

Janošková

Kráľ

Popescu

et al. 2021

Management &Amp; Marketing. Challenges for the Knowledge Society

View full text Add to dashboard Cite

show abstract

Modern Instrument for Nonconformities’ Management Within Quality Management Systems

Popa,

Glevitzky,

Glevitzky

et al. 2024

Contributions to Management Science

View full text Add to dashboard Cite

Nonconformities represent a frequently encountered factor in the operation of a company. It is imperative to constantly investigate the causes and sources of irregularities. For this purpose, for nonsatisfaction of the specified requirements, Kaizen management methods and tools can be used, which offer solutions to improve the nonconformity management process. In industry, regardless of the activity field, software applications that deal with and manage nonconformities can be created, depending on the potential or actual severity of the problem. The paper presents a modern tool, designed to manage nonconformities within a company. Entitled Auto-Quality Matrix, the application was developed and tested in a food industry unit whose field of activity is spring water bottling. The application can be constituted in a standardized process, which can work both on material and information flow, contributing to the visualization of the “quality level” of each individual section and its evolution. On the other hand, it helps to identify nonconformities as close as possible to the area that generates them. The results of the study highlight the advantages of using the new tool, while also exposing the conceptual approach that substantiates its design and validation.

show abstract

Problem-Oriented Modelling for Biomedical Engineering Systems

et al. 2022

View full text Add to dashboard Cite

Technical system (TS) models are widely used for setting and solving problems for the improvement of biomedical engineering systems beyond simple parameter optimisation. They mostly focus on system elements, the change or replacement of which can provide significant technical and economic benefits. The natures of TS models and their methods of construction vary, but they all share several common features: a functional approach, a focus on the conflicting demands put on the particular elements of a system or their interactions, and the construction of models that assume the significance of those conflicts. Thus, modelling aims to visualise conflicts in a way that facilitates the setting and solving of tasks that lead to their elimination. Such modelling can be termed problem-oriented. Results of the analysis of problem-oriented models proposed by different authors have shown that they model the structure of problem functions or the structure of the TS fragments responsible for such functions. A graphic representation of these models allows for the comparison and identification of opportunities for further development and aggregation. In this paper, the joint application of several known and proposed models is suggested for efficient forecasting of biomedical engineering systems and their modernisation.

show abstract

Improvement of the customer satisfaction through Quality Assurance Matrix and QC-Story methods: A case study from automotive industry

Cited by 3 publications

References 3 publications

Perception of car brands with an emphasis on expected benefits and features as prerequisites for customer satisfaction

Perception of car brands with an emphasis on expected benefits and features as prerequisites for customer satisfaction

Modern Instrument for Nonconformities’ Management Within Quality Management Systems

Problem-Oriented Modelling for Biomedical Engineering Systems

Contact Info

Product

Resources

About