<p><strong>Introduction</strong></p><p>Overtime the execution and control of business activities to meet and even exceed customer satisfac-tion has become an absolute top priority. This is because with an increase in the demand for diverse products and services of quality in unprecedented numbers, there is an automatic injection of complexi-ty into the activities and processes which companies undertake in order to fulfill customer satisfaction. This complexity which could be logistical in nature is usually centered on the provision of quality prod-ucts and services on a timely basis for customer satisfaction. In order to keep this complexity aspect in check while fulfilling customer satisfaction, there is the need to manage the different facets of complex-ity that relate to quality and agility.</p><p><strong>Purpose</strong></p><p>The purpose of this study is to understand the managerial actions on the logistical challenges of quality and agility in a Newspaper Distribution Company.</p><p><strong>Method</strong></p><p>In order to fulfill the purpose, the authors undertook a qualitative-single case study following an induc-tive approach. Interviews were conducted with two managers and these were basically face-to-face in-terviews though we also conducted some of the interviews by phone.</p><p><strong>Findings</strong></p><p>Managing complexity challenges of quality and agility requires the utilization of Total Quality Manage-ment (TQM), Just-in-Time (JIT) and Information flow (IF). Through the utilization of TQM, quality standards are enhanced through continuous improvement and the pursuit of excellence in the activities of the company. JIT as a philosophy helps in the elimination of waste and in the speeding up of processes within a company’s supply chain that result to the timely delivery of goods and services to customers in order to enhance customer satisfaction. Also, Information flow through the aid of diverse technologies such as mobile phones, radio phones, the internet, the World Wide Web, Customer Rela-tionship Management systems, Structured Query Language relational database but also word of mouth transmission have helped in the facilitation of decision making in the company relating to the delivery of quality products and services in an agile or responsive manner for customer satisfaction.</p><p><strong>Practical and Theoretical Implication</strong></p><p>The attainment of the requisites of agility while maintaining delivery quality may not be sufficient to enhance customer satisfaction. The information in the model provides management with a pathway to follow in solving logistical challenges towards enhancing customer satisfaction. The study offers theory development opportunities.</p><p><strong>Originality</strong></p><p>A model of logistical complexity management was designed for the attainment of customer satisfaction.</p>

Darbo objektas. Vartotojų pasitenkinimas Šiaulių arena. Darbo tikslas. Įvertinti vartotojų pasitenkinimą Šiaulių arenos fiziniais elementais ir aptarnavimo kokybe. Darbo uždaviniai: 1. Išanalizuoti teorinį šiuolaikinio multifunkcinio sporto statinio (sporto arenos) modelį ir jo ryšį su vartotoju. 2. Išnagrinėti esminius vartotojų pasitenkinimo multifunkciniais sporto statiniais aspektus. 3. Atskleisti ir apibendrinti aptarnavimo paslaugų kokybės sampratą bei jos charakteristikas. 4. Aptarti pagrindinių penkių Šiaulių arenai pritaikytų dimensijų vertinimus. Darbo metodai: mokslinės literatūros analizė, anketinė apklausa, tyrimo duomenų aprašomoji statistinė analizė. Darbo rezultatai ir išvados. Šiuolaikinėje visuomenėje įmonei, organizacijai ar kitai pelno siekiančiai institucijai svarbiausia pritraukti vartotoją ir jį išlaikyti. Esminis organizacijos vartotojo išsaugojimo uždavinys – patenkinti jo norus ir lūkesčius. Šiame darbe vartotojų pasitenkinimas yra neatsiejamas nuo Šiaulių arenos – jos fizinių elementų ir aptarnavimo kokybės vertinimo. Remiantis Dhurup ir kt. (2010) išskirtais multifunkcinio sporto statinio modelio kriterijais buvo suformuotos ir išskirtinai Šiaulių arenai pritaikytos penkios pagrindinės paslaugų dimensijos. Anketinės apklausos būdu respondentai įvertino kiekvieną Šiaulių arenos fizinį elementą ir aptarnavimo kokybę arenos kasose bei maitinimosi vietose. Remiantis susistemintų ir apdorotų duomenų apibendrintais rezultatais, galime teigti, kad... [toliau žr. visą tekstą] / Object of the research. Customer satisfaction of Šiauliai arena. The aim of the research. Assess customer satisfaction and physical elements of Šiauliai arena Tasks of the research: 1. Analyze theoretical modern multifunctional sports structure (arena) model and him connection with a customer. 2. Investigate essential customer satisfaction aspects of multifuctional sports structure. 3. Uncover and summarize the concept of serivice quality and its characteristics. 4. Discuss the five major dimensions assessments of Šiauliai arena. Methods of the research: analyze of scientific literature, questionnaire, descriptive statistical analyze of research data. Research results and conclusions. In the modern society, organization or other non-profit institution is essential to attract and maintain a user. A key challenge for the organization for the preservation of the user is to satisfy his desires and expectations. This work satisfaction is inseparable from its physical elements of Šiauliai arena and the service quality evaluation. On the basis of Dhurup, etc. (2010) excepted the static model of terminals sports criteria, structured and tailored exclusively to Šiauliai arena five major dimensions of service. Interviewing respondents appreciated each and every physical item of Šiauliai arena and box office and the service quality of the eating places. Calls, integration and processing the data, the results obtained have shown that the users come from all of the main five dimensions to... [to full text]

The information service sector e.g. utilities, telecommunications and banking has grown rapidly in recent years and is a significant contributor to the Gross Domestic Product (GDP) of the world’s leading economies. Though, the information service sector has grown significantly, there have been relatively few attempts by researchers to explore this sector. The lack of research in this sector has motivated my PhD research that aims to explore the pre-established relationships between dependability, quality and customer satisfaction (RQ1) within the context of information service sector. Literature looking at the interrelationship between the dependability and quality (RQ2a), and their further impact on customer satisfaction (RQ2b) is also limited. With the understanding that Business to Business (B2B) and Business to Customer (B2C) businesses are different, exploring these relationships in these two different types of information firms will further add to existing literature. This thesis also attempts to investigate the relative significance of dependability and quality in both B2B and B2C information service firms (RQ3a and RQ3b). To address these issues, this PhD research follows a theory testing approach and uses multiple case studies to address the research questions. In total five cases from different B2B and B2C information service firms are being investigated. To explore the causality, the time series data set of over 24 to 60 months time and the ‘Path Analysis’ method has been used. For the generalization of the findings, Cumulative Meta Analysis method has been applied. The findings of this thesis indicate that dependability significantly affects customer satisfaction and an interrelationship exists between dependability and quality that further impacts customer satisfaction. The findings from B2C cases challenges the traditional priority afforded to relational aspect of quality by showing that dependability is the key driver of customer satisfaction. However, B2B cases findings shows that both dependability and quality are key drivers of customer satisfaction. Therefore, the findings of this thesis add considerably to literature in B2B and B2C information services context.

Problem: Development of a firm’s offering is a vital weapon for competition. Obtaining knowledge on customer expectations and translating those into product development and superior service delivery is surrounded by prioritisation decisions. Industrial vending systems are proven to be a growing field in terms of deployments but have received little academic attention, especially regarding service quality perception to support customer-oriented innovation processes for suppliers, facilitating such decisions. Purpose: To identify key drivers of positive service quality perception and customer satisfaction as well as trust and commitment indicators for business-to-business industrial vending systems. Method: Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers currently using a specific industrial vending system. Conclusion: Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. A total of 13 customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of individual- and company level trust in customer-supplier relationships positively impacts commitment intentions. Contribution: Adds novel knowledge on customer satisfaction for industrial vending systems and contributes with suggestions for managers on how trust and commitment affect customer satisfaction, which can be incorporated into the value promise design, product development and marketing strategies. / ISNET (finansierad av KK-stiftelsen)

Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. Consequently, areas of the service with low service quality would be identified and improved. Therefore, this thesis focuses on the effectiveness of SERVQUAL in measuring service quality and reveals the positive impact technology has on customer satisfaction in public transportation. To do this, we developed a questionnaire within the framework of the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangible. With a scale of 1 to 7, respondents of our questionnaire who are users and customers of the public bus companies; Karlstad city bus which we labelled business level 1(B1) and intercity buses like Swebus and Värmland Trafik which we labelled business level 2 (B2) were able to evaluate the service quality of these companies by grading them. Based on the results of our research in which we asked respondents to mention some of the areas of the service process in which they had encountered unfavourable service experiences, we were able to determine the areas of the service process from which the customer complaints came from. We compared these results with the customer complaints received by the management of the public Bus Company and noticed that they were similar. Majority emerged from areas of the service process whereby the customer came in contact with the employees or the service failure could be directly associated with the employee. After comparing these complaints with the results of questions in our questionnaire developed within the framework of the SERVQUAL dimensions, we noticed that those questions with larger GAP 5 implying lower service quality were actually a reflection of the areas of the service process from which customer complaints came from. In this regard, we were able to conclude that SERVQUAL was effective in measuring the service quality in public transportation. In addition, we ranked the questions in the questionnaire and noticed that those areas of the service process whereby the employees and the customers interact (come in contact) or whose service failure can be directly associated with an employee had low grades and ranked below the mean and median of all the questions in the various dimensions, whereas those areas of the service process where technology is used or customers had the opportunity to make use of Self Service Technology ranked above the mean and median. This was a clear indication that technology is a service quality driver and positively impacted customer satisfaction in public transportation.

El marketing mix de servicios se ha convertido en un rol importante en los restaurantes de comida saludable, debido a que les permite poder diferenciarse de la competencia. Es por ello por lo que el propósito de la investigación es determinar la relación del marketing mix de servicios con la satisfacción del cliente en jóvenes de 25 a 35. Las variables elegidas son: precio, producto, promoción, plaza, evidencia física, procesos y personas. Para ello, se realizó una investigación mixta. En el estudio cualitativo a través de un focus group de siete personas jóvenes entre 25 y 35 años, entrevistas a profundidad, las cuales fueron realizadas a un experto en marketing de servicios y dos dueñas de restaurantes de comida saludable; y, un estudio cuantitativo aplicando 130 encuestas al público objetivo. Asimismo, se llevó a cabo el análisis correlacional entre satisfacción y las diversas variables del marketing mix de servicios, por lo que se obtuvo como resultados que existe una relación entre la satisfacción del cliente con la variable ‘personas’ y ‘evidencia física’; por lo contrario, la variable ‘precios’ no presentó una relación entre la satisfacción. Finalmente, cabe destacar que la originalidad de la presente investigación se debe a que se estudia por primera vez el marketing mix de servicios en restaurantes de comida saludable dirigido a un público joven de nivel socioeconómico B de Lima Metropolitana. / The marketing mix of services has become an important role in healthy food restaurants since it allows them to differentiate themselves from their competitors. The purpose of the research is to find the relationship between the facilities mix of marking and customer satisfaction in young people from 25 to 35 years old. The chosen variables were price, product, promotion, place, physical evidence, processes, and people. The study used mixed research. A focus group was conducted to a group of seven young people between 25 and 35 years old. Moreover, in-depth interviews were carried out to a service marketing expert and two owners of healthy food restaurants. Finally, a questionnaire was answered by 130 people from the target audience. Likewise, the correlational analysis between satisfaction and the various variables of the marketing mix of services was carried out, so that there was obtained as a result that there is a relation between the satisfaction of the client with the variable 'persons' and 'physical evidence'; On the other hand, the variable 'prices' did not show a relationship between satisfaction. It is worth mentioning that for the first time, the marketing mix of services was studied in healthy food restaurants at a young audience of socioeconomic level B from Lima Metropolitan. / Trabajo de investigación

Sharing economy services have grown significantly in the last decade. Thereby, P2P accommodation sharing services represent one of the largest sectors and play a crucial role in the tourism industry. The purpose of this paper is to explain the relationship between motives as well as concerns and the customer satisfaction of users in accommodation sharing services. Furthermore, it is investigated if the generation is affecting this relationship. In order to answer the research questions a quantitative method was used. A survey was carried out, which delivered 157 valid responses from existing users of accommodation sharing services. The findings of this research support the positive impact of the motives and the negative impact of the concerns on customer satisfaction. However, no effect of generation on the relationship could be found, whereas there is an indication that nationality might be an influencing factor. Since only the motives and concerns of existing users are studied, the sample is limited to a small share of the whole population, which has already used accommodation sharing services. The paper tests empirically the concept of generation and its impact on the relationship between the motives as well as concerns and the customer satisfaction in the setting of accommodation sharing services. This study shows that it is important for P2P accommodation sharing platform providers and hosts of P2P accommodations to deal with the concerns of the customers as well as to address aspects of the motives in their marketing campaigns to increase the customer satisfaction.

Background: Due to the deregulation of the European airline industry within the 1980’s, competition between airlines has intensified greatly. The emergence of low-cost carriers has given rise to the competition on price. However, meeting customer demands and delivering high-quality service, beyond the mere price factor, is still crucial for an airline’s survival. Previous literature has focused on the interactive marketing aspect between employees and passengers when it comes to service quality and customer satisfaction. Today, there is a gap between what management does to satisfy its employees. This research will evaluate what should be done by management in order to meet customer expectations and perform an excellent service.   Purpose: The purpose of this study is to determine how Germania’s management inhibited its employees in delivering superior service quality and how distributed communication within the Service Marketing Triangle negatively affects the Internal Marketing Model. The study’s empirical findings contribute to existing internal marketing literature and result in an extension of the Internal Marketing Model according to Ahmed and Rafiq (2002).   Method: A qualitative method consisting of semi-structured interviews with four former airline employees and two focus groups of 13 students was applied. This setup gives insight into both the consumer and employee perspective. Additionally, to handle the great amount of data, a thematic analysis was applied.   Conclusion: This study shows how Germania inhibited its employees from performing their work and deliver the service quality that was expected by customers. These inhibitions were mainly found in the tools that the company provided. The shortcomings can be found within the Service Marketing Triangle and an extension of the Internal Marketing Model is concluded from these. The findings and existing theory prove, that employee motivation, job satisfaction and employee empowerment are crucial aspects when it comes to meeting customer expectations and hence, delivering excellent service. The degree of the employees’ empathy, competence, and professionalism determine, whether the customer is satisfied and whether they are loyal to the airline.

The study has been made in association with a facility management company where the service delivery to a specific customer has been studied. The purpose of the study is to map the main factors that makes both the customer, and the employees that work in the delivery process, satisfied in order to get the rating for customer and employee satisfaction up. The purpose of the study is also to map which improvements that can be made to get the rating for customer and employee satisfaction up. The data for the study has been collected through semi- structured interviews with both customers and employees. The results of the study shows that the customer is not satisfied with the current delivery in spite of an increase in satisfaction over the past six month. The employees is currently shown to be satisfied but talks about an increase in satisfaction over time. The results shows that the customers and employees is aware of possible improvements in the delivery process. The report includes theory of customer and employee satisfaction and change- and quality management. Conclusions show that customers seems to be affected by seven different factors in case of their satisfaction where reliability is the most important one. The employees seems to be affected by five different factors in case of their satisfaction, for example fundamental rights and communication. The conclusions also show that there is a gap between the customer's expectations and the offer received and that improvements made by the customers and employees can be of value to the company. / Studien har genomförts på ett Facility Management företag med fokus på affärsenheten för  fastighet. Facility Management, förkortat FM, innebär att företaget bistår med den strategiska ledningen av resurser och tjänster som krävs för att en byggnad eller fastighet ska fungera effektivt. Studien berör servicekvaliteten i en serviceleverans till en specifik kund som äger och förvaltar fastigheter för bland annat utbildning och vård. Anledningen till att studien genomförts är då ett missnöje har konstaterats hos såväl kund som medarbetare i den studerade leveransen utifrån företagets kund- och medarbetarundersökning år 2018. Undersökningen visade störst behov av förbättring inom området Servicekvalité för att öka kund- och medarbetarnöjdheten i leveransen. Syftet med studien blev därför att undersöka vilka huvudsakliga faktorer som ligger till grund för kunders och medarbetares nöjdhet i en serviceleverans samt vilka förändringar som kan göras för att förbättra kund- och medarbetarnöjdheten. Rapporten är en fallstudie som består av kvalitativ primär data. Data samlas in med hjälp av semistrukturerade intervjuer hos det undersökta företaget samt hos företagets kund. Studiens resultat visar att kunden inte är helt nöjd med leveransen, trots en ökad nöjdhet de senaste sex månaderna. Företagets medarbetare visar också ökad nöjdhet över tid och anger att de anser sig själva nöjda med arbetssituationen i nuläget. Resultatet visar att både kund och medarbetare har förslag på hur leveransen kan förbättras för att öka nöjdheten både både för kund och medarbetare utöver de förbättringar som hittills har gjorts i leveransen. Kunden ger förslag både på vad företaget kan erbjuda men även vad de själva kan göra för att uppnå nöjdhet. Medarbetarna ger förslag på åtgärder som skulle förbättra deras vardags samt förbättringar som de anger skulle hjälpa dem att leverera en högre servicekvalitet. Studiens resultat har stöttats av teorier samt tidigare forskning om kund- och medarbetarnöjdhet samt förbättringsarbete, däribland Grönroos modell för tjänstekvalitet, Kano- kundmodell samt Gap-modellen. Studiens slutsatser är att kunders nöjdhet påverkas av sju olika faktorer där kunden värdesätter tillförlitlighet och pålitlighet högst av faktorerna medan faktorn omgivning är den minst viktiga för kunden för att känna nöjdhet. Studien visar även att medarbetares nöjdhet påverkas av fem olika faktorer vilka är: grundläggande rättigheter, kommunikation, uppskattning, sammanhållning samt utveckling. Studiens slutsats är även att servickvaliteten har gap mellan kundens förväntningar och det erhållna erbjudandet där kundens och medarbetarnas konkreta förslag till förbättring kan hjälpa företaget att förbättra både kund- och medarbetarnöjdhet.

Purpose: This thesis explores the bi-directional flows of material perceived by manufacturing firms in the supply chain and accordingly derive suggestions to properly manage these flows to increase customer satisfaction and reduce cost. Methods: A literature review was summarized in a conceptual framework. This framework was then illustrated in a case. In this case, 11 semi-structured interviews, 3 participant observations and 3 types of archival records were collected. Analysis and discussion of the preliminary conceptual framework compared to the case was the basis for the modified conceptual framework that was designed. Main findings: In general material flows downstream the supply chain, but because of quality issues, recycling or returns material need to flow upstream the supply chain. This thesis provides a holistic view of how to manage these flows with a modified conceptual framework. Academic contributions: Previously, almost no academic research has been conducted on decision variables when it comes to managing material flows upstream the supply chain. This thesis contributes to closing this gap by suggesting different actions to properly manage the bi-directional flow of material. Furthermore, previous research addressing how to manage material flows has been re-accessed and expanded. Managerial implications: By using the framework, practitioners can determine helpful activities to increase customer satisfaction and reduce cost. This means management gets directions of where to allocate their resources. Limitations: The perspective and evidence in this research are only collected from the manufacturer’s point of view, valuable insight from suppliers and customers may have been overlooked. The suggestions of how to manage the bi-directional flow of materials have not been tested and the outcome of these recommendations has not been compared to KPIs or other measurements.