Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research. Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions. Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.

Master Thesis in Business Administration and Marketing, School of Economics at Linnæus University, 4FE02E, Spring 2011  Authors: Viktor Petersson and Markus Svensson  Tutor: Åsa Devine  Examiner: Sarah Philipsson  Title: Electronic Commerce - In Customer Service We Trust  Background: Technological innovations have changed the business environment, and using E-commerce has increased in importance over the last decade. Two aspects that have been discussed within E-commerce are the possibilities and concerns of offering customer service and communicate trust towards customers.  Purpose: Increase the understanding of how companies use E-commerce, to provide customer service and trust.  Delimitation: During theory funneling many different aspects and theories discussing problems, opportunities and risks within E-commerce was found. After evaluating this existing material, it was concluded that the whole E-commerce phenomenon was a huge task to study. Therefore, this study is limited to focus on customer service and trust aspects within E-commerce.  Research question: What web site attributes are used to provide both customer service and trust, within E-commerce?  Method: The empirical material was gathered through semi-structured interviews and web site observations of three Swedish hotels. Follow-up phone interviews and email conversation with the hotels was made to get deeper understanding of the subject.  Conclusion: This research shows that especially three web site attributes for these hotels were used to provide both customer service and trust through E-commerce. The three attributes were (1) interacting with customers, (2) an easy to use and navigate web site, and (3) offering updated and relevant information.  Keywords: customer service, customer service online, E-commerce, electronic-commerce, trust, trust online.

Vi ville ta reda på hur kunden vill bli bemött av personalen i en klädbutik. Vi har fokuserat på det personliga mötet mellan personalen och kunden. Vår rapport fokuserar därmed inte på fysiska produkter utan på personlens beteende och agerande gentemot kunden, utifrån vad den vill. Teorin vi har använt oss av speglar till stor del hur personalen ska bemöta, men inte hur kunden vill bli bemött. Vi valde att ta reda på kundens åsikter genom en enkätundersökning. För att göra rapporten mer specifik valde vi även att se på skillnaden mellan manliga och kvinnliga kunder. Vi studerade även skillnaden mellan olika åldersgrupper på kunder från 20 år upp till 49 år. För att underlätta för butikspersonalen att kunna bemöta just sin kundgrupp korrekt. / We wanted to find out how the customer wants to be treated by the staff in a clothing store. We have focused on the personal contact between staff and customers. Our report thus focuses not on the physical products but on the staff conduct and behavior towards the customer, based on what it wants. The theory we have used largely reflects how staff should respond, but not how the customer wants to be treated. We decided to find out the customer opinions through a questionnaire survey. To make the report more specific, we also chose to look at the difference between male and female customers. We also studied the difference between age groups of customers from 20 years up to 49 years. To make it easier for the staff to respond to their particular customer group correctly.

Background: The environmental aspect of transportation has got a lot of attention over the past years. It has its origin in the growing awareness of environmental problems such as the global warming. In Europe the transportation industry is responsible for 21 per cent of the total emission. While studies of the subject show that an environmental friendly distribution and transportation is considered a success factor for many companies, there is a lack of interest from them to invest to obtain it. Purpose: The purpose of this paper is to find the current distribution situations and the factors that influence the transportation and environmental impacts while maintaining the same customer service level, as well as how these factors will influence distribution situations in some Chinese medical instrument manufacturing companies. Method: To gather data the authors will conduct a qualitative multiple case studies in the form of interviews at couple of medical equipment manufacturing companies to create the deep understanding needed to comprehend a company’s distribution system. Results, conclusion: Initially, the current situation of distribution system in Chinese medical instrument manufacturing companies has been found according to the cases companies’ analysis. Second, the four factors which would influence transportation and the environmental impact while keeping the same customer service level have been identified. They are fill rate, consolidation, standardization and postponement. Furthermore, benefiting how these factors will influence distribution situation through efficiency in transportation has been given as the suggestion and recommendation to some Chinese medical instrument manufacturing companies.

Abstract An information transmission revolution within cable television companies in Kaohsiung City has proclaimed for years,of which playing the role on company registration to government authority from illegal to legal since telecommunication energized through scattered dispatching to , integration which contains information and entertainment programs as represent to the subscriber by its essential factors recently.However,vicious competitions among consortiums make the correlative cable market centralization.By the time being,according to an investigation survey for medias,government authorities,and science reports indicate that the majority of subscribers are dissatisfied with the dispatching quality prior to the first receiving relevant services.Consequently,appeal to resolve regards cable television program qualities by scholars in terms of protecting customers¡¦rights and interests become a topical subject recently. A raging fire like price competition launch into local cable television companyies give integration opportunity for consortiums for their fortune,which they participate in the business after a number of bankrupt cases happened to local cable companies.However,as compare to the present cable rental to the previous schedule,the rental charges have been risen from two to three time than ever before,yet the price decision making only by those new cardinals prior to the the beginning of 1991.Regarding protest against rising rental charge by consumers,of which whether it is an alternative acceptable by consumers and capaibility of against cable companies¡¦rental charge? In this study by adopting a survey onto a period of primary rental adjustment in 1991,catalogue it into several topics of integrated quality satisfaction about cable companies¡¦service,a rental adjustment satisfaction responded by consumers¡¦visual impression as subjects perceiving the programs and those package whether comply with expected qualities.First,to catalogue the local subcribers whose age are from 16-year to 70-year and living in northern area of Kaohsiung County.Second,adopt individual interview as the manner to survey and employ layer random sampling to retrieve total 500 valid samples.Afterward,implement one-way ANOVA analysis,and linear structrual relation(LISREL) staistics analysis tools to process data analysis as for understanging local cable television subscriber satisfaction. In this survey documentation procedure may featured by several layers; such as service qualities,program qualities,and price factors.As investigating individual compositional variables valid level as the manner to provide reference for local cable television company to promote their entertainment programs,channel program arrangement,and attached rental policy formation.Moreover,business promotion employed by the cable companies through consumer-integrated satisfaction as for secures their superiority positions in the future aggressive telecommunication market.

Abstract Role stress in the related researches on pressure is a variety which has been mentioned from work. Job satisfaction is not only a variety which usually discussed by researchers, but also an important factor for the human resource management often approached by the organization. However, many researches point out that role stress from work may reduce an employee's job satisfaction. Simultaneously, if customer service representatives (CSR) have role stress and reduce their job satisfaction, such a situation may influence the service quality and reputation of the enterprise. Recently, in order to enhance the service quality and customer satisfaction, many call centers in the telecommunication and financial enterprises are using computer and telephony integration system (CTI). Therefore, the thesis would like to research the influence of CSR role stress and job satisfaction with using CTI to analyze and discuss the case of TransAsia Telecommunications Inc.,. The thesis mainly uses the structural questionnaires to understand how CSR in TransAsia call center use CTI and think about role stress and job satisfaction. But the thesis speculates all the CSR, including the new members who work in TransAsia after using CTI, may have worked with CTI. Because the new members can't compare the present situation with the past for using CTI, the thesis decides to divide all the CSR into two groups---one is "Seniors", the other is "Juniors". The conclusions are as followed: (1)The more useful and easier CTI is used, the less role conflict and ambiguity Seniors have, and the greater internal and external satisfaction Seniors get. (2)The more useful CTI is, the less role conflict Juniors have, and the greater internal satisfaction Juniors get. Moreover, the less role conflict and ambiguity Juniors have, the greater internal and external satisfaction Juniors get. To sum up, the research hypotheses to Seniors are fully supported, but these to Juniors aren't fully supported. I infer the main reason why the research hypotheses to Juniors are not be fully supported is that the timing for surveying the use of CTI is too early, and Juniors who work in the call center just for one year. So they can't compare the present advantages of CTI with the past. However, there are many factors may influence an employee's job satisfaction, those are also the reasons why CTI can't completely explain job satisfaction of CSR.

When a permanent fault occurs in distribution systems, the fault location should be detected, isolated and the un-faulted but out of service areas have to be restored. The outage areas can be minimized by the switching operation based on the system load characteristics. By integrating the Outage Management Information System (OMIS), the connectivity of customers and feeder/transformer, the Customer Information System (CIS), the Automated mapping /Facility Management (AM/FM) with the customer load patterns, the hourly load demand and the service priority index of each distribution feeder and each service zone are calculated. By this way, the service restoration of the most power demand and customers can be obtained for the fault contingency of distribution system. To enhance the effectiveness of switching operation for fault contingency of distribution system, the Expert System with CLIPS has been developed by considering the operation rules in the application software program. A underground distribution system with 26 feeders in Kaohsiung District of Taiwan Power Company has been selected for computer simulation to solve the proper switching operation by taking into account the service priority of customers. It has been verified that the proposed methodology can restore the customer power service effectively by Expert System with distribution operation rules.

­^¤åºK­n At the beginning of the 1990s, our government has invested aggressively into the field of Semiconductors and at the same time provided many opportunities and trainings for the professionals. This has enabled for the top professionals to excel in their respective field of work thus cultivating many outstanding manufacturers for the industry. Today, majority source of the automation equipments in the field of Semiconductors remains largely imported. These preferences lead to a higher cost ratio and cost effectiveness and has provided an uneven playing ground for our native corporations ready to take the overseas player head-on. Hereby, this report will focus on the nature of the product life cycle of the field to provide an insight to a suitable business and service model for our native corporations specializing in the mid and backend of Semiconductors to conform to the rigorous demand of the industry. The report also looks into individual corporations¡¦ competitiveness and their current roles in the supply chain for the industry. Their strategy and business model will be discussed and recommendations provided to improve their current practices to fulfill the evolving markets. The proposals and recommended business model can also be applied to other industries where the electro-optical industry and the next highly anticipated environmental friendly products industries could be adopt in the near future.

<p>Bakgrund: Företag som huvudsakligen agerar med Internet som kontaktkanal möter sällan eller aldrig sina kunder fysiskt, vilket leder till ett behov av att komplettera frånvaron av fysisk kontakt med andra former av kommunikation. Som lösning på detta problem har företag börjat tillämpa personligt anpassad e-postmarknadsföring vid kontakt med konsumenter för att bättre tillgodose kunders behov av relevant information. Samtidigt som personlig anpassning ger möjligheten att erbjuda kunden mervärde och öka kundens lojalitet kan också kunden uppfatta tekniken som falsk och konstruerad. Otillräcklig kunskap om konsumenters värderingar i frågor som berör personlig anpassning av e-post kan leda till att företag får svårt att knyta sig till potentiella kunder samt behålla befintliga kunder.</p><p>Syfte: Syftet med uppsatsen är att undersöka till vilken grad e-handelskonsumenter föredrar personligt anpassade e-postutskick, hur e-postutskick bör framställas samt vilken betydelse konsumentens relation till företaget har. Detta ska resultera i rekommendationer till företag som genom personlig anpassning vill utveckla sin e-handelsstrategi.</p><p>Metod: För att kunna bekräfta eller förkasta de uppsatta hypoteserna tar uppsatsen ett hypotetiskt deduktivt angreppssätt. En kvantitativ enkätundersökning används för att samla in empirisk data vilken har analyserats statistiskt med hjälp av t-test. Undersökningens population omfattar ett e-handelsföretags kunder.</p><p>Resultat: Uppsatsens empiriska studie visar att e-handelskonsumenter av manligt kön föredrar personligt anpassade e-postutskick framför opersonliga e postutskick. I allmänhet uppfattas personlig anpassning som relevanshö-jande teknik, särskilt om den personliga anpassningen är genuin och om konsumenten tidigare uttryckligen angett sitt intresse för e-postutskicket. I uppsatsen studeras våra resultat närmare för att identifiera i vilka situationer som e-handlarnas värderingar skiljer sig åt. Företag bör beakta att kunden är mer öppen för personlig anpassning av e postutskick när denne har kontroll över hur företaget tillämpar den personliga anpassningen. Demografiska faktorer som utbildningsnivå och till viss del geografisk lokalisering har ock-så betydelse för hur personlig anpassning uppfattas.</p> / <p>Background: Companies that primarily act with Internet as channel of contact meet their customers in real life very rarely or never, which creates a need to complement the absence of physical contact with other forms of communication. As a solution to this problem companies have begun to implement personalized e-mail marketing in order to better satisfy customers’ need for relevant information. Still, as personalization gives the possibility to offer the customer added value while increasing the customer loyalty, the technology can also be perceived as deceitful and artificial. Insufficient knowledge regarding the customers’ perception of issues that concern personalization can result in difficulties for companies to attract new and retain existing customers.</p><p>Purpose: The purpose of the thesis is to study to what extent e-consumers prefer personalized e-mail marketing, how e-mail campaigns should be created and what significance the relation has between consumers and companies. This is expected to result in recommendations to e-tailors that want to develop their business through the use of personalization in their e-mail marketing efforts.</p><p>Method: In order to be able to verify or to falsify the set hypotheses, the research takes a hypothetical deductive approach. A quantitative survey has been used to collect the empirical data which has been statistically analyzed with the use of t-tests. The research population consists of the customers of an e-tailor.</p><p>Conclusions: The empirical study shows that male e-consumers prefer personalized e mail marketing more than non-personalized e-mail marketing. Personalization is in general perceived as a technique to increase the level of relevance of the e-mail, thus being looked upon as added value, especially when the technique is genuine and if the consumer explicitly has given his or hers area of interest for the e-mail campaigns. In the thesis the research results are studied closer in order to investigate in which situations opinions part. Companies should also consider that customers are more open towards personalized e-mail marketing when she or he has control over how the companies apply personalization. Demographic factors such as level of education and to a certain extent geographical location also have an impact on how personalization is perceived.</p>

<p>In a fast moving environment and in a globalized market, companies are searching efficient distribution methods that enable broad product assortment, lower level of inventories, shorter customer order fulfilment, lower transportation costs in order to achieve a more efficient procurement process and a improved customer service. This paper will focus on a new solution in supply chain design to solve these trade-offs between management cost cutting and higher customer level within markets characterized by an increasing globalisation. Merge in transit (MIT) distribution method allows companies to reduce inventory and transportation costs while guaranteeing a high customer perceived service level. It is a new technique in which goods shipped from several supply locations are consolidated into one final customer delivery. The company needs to coordinate shipments so that they arrive simultaneously and goods can be bundled and shipped immediately to the final customer for arrival on due date. Economical benefits and drawbacks will be investigated from a supply chain prospective.</p>