This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider. The gap in the perceptions of the customers and the perceptions of the managers of the OEM's Aftermarket service contracts were identified, to reveal the Key Performance Areas (KPAs) for improvement. In order to reveal these KPAs, a literature study was conducted, as a first part of the study. The literature study also helped to create a better understanding of CRM, superior customer value and satisfaction in the service environment. The second part of the study consisted of an empirical investigation. Customers and managers of the OEM's Aftermarket service contracts had to complete questionnaires. Completed questionnaires were received from the total population of the customers and managers. The analysis of the database that was compiled from the questionnaire's responses was done by using Microsoft's ® Office 2007 Suite, supported by Levine, Stephan, Krehbiel and Berenson's textbook Statistics for Managers Using Microsoft ® Excel. The analysis identified a significant difference in seven out of the seventy-eight aspects, in the responses from the customers' perceptions versus the perceptions of the OEM's managers. The analysis also provided a base for the CSI. The combination of these aspects and the CSI exposed five KPAs which need to be improved by the service provider to meet the customers' demands. Improvement of the exposed five KPAs will assist to develop a meaningful relationship for both the customer and the service provider. This study recommended that the OEM develops an action plan based on the climate survey that was done in 2008 in the company and that the OEM improves the communication to the customers related to the OEM remuneration strategy. Furthermore, it was recommended that the importance of the information provided is emphasised by changing the reporting lines, that the defects with regard to the service exchange components' repairs are reported according to the ISO9001 system. A further recommendation is that the benefits to the customer to promote the OEM's service contracts should be communicated to the customer. Lastly, training to the OEM's managers to manage a service level agreement (SLA) successfully was recommended. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider. The gap in the perceptions of the customers and the perceptions of the managers of the OEM's Aftermarket service contracts were identified, to reveal the Key Performance Areas (KPAs) for improvement. In order to reveal these KPAs, a literature study was conducted, as a first part of the study. The literature study also helped to create a better understanding of CRM, superior customer value and satisfaction in the service environment. The second part of the study consisted of an empirical investigation. Customers and managers of the OEM's Aftermarket service contracts had to complete questionnaires. Completed questionnaires were received from the total population of the customers and managers. The analysis of the database that was compiled from the questionnaire's responses was done by using Microsoft's ® Office 2007 Suite, supported by Levine, Stephan, Krehbiel and Berenson's textbook Statistics for Managers Using Microsoft ® Excel. The analysis identified a significant difference in seven out of the seventy-eight aspects, in the responses from the customers' perceptions versus the perceptions of the OEM's managers. The analysis also provided a base for the CSI. The combination of these aspects and the CSI exposed five KPAs which need to be improved by the service provider to meet the customers' demands. Improvement of the exposed five KPAs will assist to develop a meaningful relationship for both the customer and the service provider. This study recommended that the OEM develops an action plan based on the climate survey that was done in 2008 in the company and that the OEM improves the communication to the customers related to the OEM remuneration strategy. Furthermore, it was recommended that the importance of the information provided is emphasised by changing the reporting lines, that the defects with regard to the service exchange components' repairs are reported according to the ISO9001 system. A further recommendation is that the benefits to the customer to promote the OEM's service contracts should be communicated to the customer. Lastly, training to the OEM's managers to manage a service level agreement (SLA) successfully was recommended. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.

This diploma thesis deals with measuring and analyzing customer satisfaction in a chosen company, whose main field is providing customer support services to other companies. On the basis of the theoretical background of the findings and analysis, the work includes proposals to improve the overall level of customer satisfaction.

This study was initiated to examine whether processes of the construction company JM ABare followed and how they can be streamlined, if the targeted goals are reached, and whenand why prescribed routines are abandoned. The study was carried out through onlinequalitative interviews with supervisors at nine examined construction projects, and withofficials within the JM AB organization.The correspondence with employees emphasized the importance of communication,experience feedback, and quality- and process control. Continuous improvement is central atJM AB, and the study shows that proactive work against errors and flaws in production andwarranty assurance can be further strengthened through enhanced communication andexperience feedback.The results suggest that resource- and cost inefficiencies can be reduced through preventiveefforts, emphasis on comprehensibility in the internal quality goals, and a thoroughconsequence analysis in case of late administrative changes in the construction process.Furthermore, the results show the importance of clear communication towards the endcustomer, as well as the value in proactive declaration of expected deviations; this will leadtowards higher CSI, Customer-Service-Index The study is limited to processes and methodsused within JM AB and is primarily focused on the production phase and warrantyassurance.This study resulted in several suggestions for improvement related to customercommunication, centralized internal quality controls, and more efficient internalcommunication and experience feedback. The results also stress the importance of clearlycommunicating JM’s desired quality level to both subcontractors and during procurement. / Studien ämnade att undersöka hur JMs framtagna arbetsprocesser efterföljs och kaneffektiviseras, om uppsatta mål uppnås samt när och varför beskrivna rutiner frångås.Studien genomfördes på distans genom kvalitativa intervjuer med arbetsledare i utvaldaprojekt, samt tjänstemän inom företagets organisation. Vid intervjuer och samtal medanställda betonades vikten av kommunikation, erfarenhetsåterföring, kvalitets- ochprocesstyrning.Ständig förbättring är centralt på JM och i resultaten framgår att det proaktiva arbetet för attmotverka fel och brister i produktion och garantiskedet kan stärkas genom förbättradkommunikation och erfarenhetsåterföring. Genom preventiva insatser och stor vikt påtydlighet kring företagets interna kvalitetskrav samt konsekvensanalys vid ändringar avunderlag i tidiga byggskeden kan resurs- och kostnadskrävande moment minimeras.Resultaten påvisade vikten av god kommunikation gentemot slutkund samt värdet i attproaktivt kommunicera förväntade avvikelser för att på sikt höja NKI, Nöjd-Kund-Index.Studien är avgränsad till JMs processer och arbetsmetoder samt fokuserar främst påprocesser relaterade till produktion och garanti.Studien resulterade i ett flertal förbättringsförslag relaterade till kundkommunikation,centraliserad försyn, samt effektiviserad intern kommunikation och erfarenhetsåterföring,men främst redovisas vikten att i upphandling och till underentreprenörer tydliggöra denhöga kvalitetsnivå JM eftersträvar.

[Truncated abstract] The Australian higher education sector has changed markedly in the last two decades. The size of the sector has swelled in size as new universities have been created from former Colleges of Advanced Education and Institutes of Technology, and succeeding governments have introduced policies that have embedded increasingly corporate and commercial practices into university administration. This has caused the creation of what are becoming known as ‘enterprise universities’. This thesis examines hypotheses arising from two fundamental questions. (i) Given the increasingly market-oriented higher education environment in Australia, will a model developed from the study of services marketing (which has developed since the 1970s as a distinct sub-branch of the Marketing discipline) show itself to be applicable to universities operating in the Australian sector? (ii) If so, are there demonstrable differences in the way in which ‘student customers’ respond in terms of the antecedents of customer satisfaction and customer loyalty within different types of university? . . . The study found that the model tested was highly appropriate for indicating the major antecedents of satisfaction and loyalty in this setting. It showed that the institutional image was a relatively stronger antecedent of perceived value and customer satisfaction than were elements of service quality, and that the model was effective in accounting for a large proportion of the variance found in students’ loyalty to their institution. It also found that there was relatively little difference between students attending different types of university in these matters. It argues that there is an important imperative for Australian universities to take a strategic image management approach to their marketing initiatives, and also issues related to the nature of higher education as a positional and public good.

Rapporten syftade till att lägga en grund för hur en undersökning om digitaliseringens påverkan på handläggningstid och nöjd-kund-index, NKI, utföras i bygglovsprocessen. Bygglovsprocessen är en komplex process där olika faktorer kan påverka kvaliteten och effektiviteten i processen. Digitalisering har blivit alltmer vanligt i bygglovsprocessen, men det finns ett behov av att undersöka hur digitalisering påverkar processens effektivitet och kvalitet. Denna studie använde både kvantitativa och kvalitativa metoder för att undersöka hur en kommuns digitaliseringsgrad påverkar handläggningstid och NKI. Ett slumpmässigt och proportionellt stratifierat urval på 50 kommuner gjordes för att säkerställa generaliserbarheten i undersökningen. Dessutom gjordes ett icke-slumpmässigt urval av fem kommuner för en mer detaljerad förståelse av ämnet i intervjuer. Datainsamling skedde genom enkäter och intervjuer, och analys av sammanhängande variabler gjordes med hjälp av Pearsons produktmomentkorrelationskoefficient (r-värde) samt linjär regression. Detta mäter om digitalisering ökar eller minskar handläggningstid eller NKI. Kvalitativa data analyserades med tematisk analys.  Resultatet indikerar att majoriteten av kommunerna i Sverige är digitaliserade, men endast ett fåtal har påbörjat en automatisering. Digitalisering påverkar handläggningstiden, NKI och inkompletta ärenden negativt enligt de kvantitativa data som kunde fås fram. Däremot var dessa resultat för osäkra att dra slutsatser från. Det saknas tydlig forskning på hur NKI påverkas av digitalisering i litteraturen, men intervjuerna visade tydligt på att NKI ökar med digitaliseringen. Både litteraturgenomgången och de kvalitativa resultaten tyder på att digitalisering kan effektivisera handläggningstiden, genom att frigöra resurser och möjliggöra hantering av större mängd ärenden. För att öka validiteten i studien hade en alternativ metod för att mäta digitalisering kunnat användas. För att identifiera ett tydligt samband mellan handläggningstid och NKI hade det krävt ett högre r-värde i Pearson-korrelationen. Trots detta bedöms resultaten vara trovärdiga, då urvalet var slumpmässigt och reliabiliteten i studien var hög. Intervjuerna indikerar på att digitaliseringens har en positiv effekt på handläggningstid och NKI. Slutsatsen är att det är osäkert om digitalisering hjälper handläggningstid, NKI och inkompletta ärenden. Förmodligen är inte digitalisering den variabeln som är viktigast för handläggningstid, NKI och inkompletta ärenden. Denna studie har bidragit med en unik kartläggning av digitaliseringen av bygglovsprocessen i Sverige och lagt en grund för fortsatt forskning om digitaliseringen och dess samband med kvalitetsfaktorer som handläggningstid, NKI och inkompletta ärenden. / This report aimed to lay a foundation for how a survey on the impact of digitalisation on handling time and customer satisfaction index, NKI, is carried out in the building permit process. The building permit process is a complex process where various factors can affect the quality and efficiency of the process. Digitalisation has become increasingly common in the building permit process, but there is a need to examine how digitalisation affects the efficiency and quality of the process. This study used both quantitative and qualitative methods to investigate how a municipality's degree of digitalisation affects handling time and NKI. A randomized and proportionally stratified sample of 50 municipalities was made to ensure the generalizability of the survey. In addition, a non-random selection of five municipalities was made for the interviews. Data collection was done through questionnaires and interviews, and analysis of related variables was done using Pearson correlation coefficient (r-value) and linear regression. This measures whether digitalisation increases or decreases handling time or NKI. Qualitative data were analyzed using thematic analysis. The result indicates that the majority of municipalities in Sweden are digitized, but only a few have started automation. Digitalisation negatively affects handling time, NKI and incomplete cases according to the quantitative data that could be obtained. However, these results were too uncertain to draw conclusions from. There is a lack of clear research on how NKI is affected by digitalisation in the literature, but the interviews clearly showed that NKI increases with digitalization. Both the literature review and the qualitative results indicate that digitalisation can make handling time more efficient, by freeing up resources and enabling the handling of a larger number of cases. To increase the validity of the study, an alternative method for measuring digitalisation could have been used. To identify a clear relationship between handling time and NKI, it would have required a higher r-value in the Pearson correlation. Despite this, the results are considered to be credible, as the selection was random and the reliability of the study was high. The interviews indicate that digitalisation has a positive effect on handling time and NKI, on the other hand. The conclusion is that it is uncertain whether digitalisation helps handling time, NKI and incomplete cases. Digitalisation is probably not the most important variable for handling time, NKI and incomplete cases. This study has contributed with a unique survey of the digitalisation of the building permit process in Sweden and laid a foundation for continued research on digitalisation and its relationship with quality factors such as handling time, NKI and incomplete cases.

Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...

I dagens samhälle är det allt viktigare för företag att behålla sina existerande kunder då konkurrensen blir allt hårdare. Detta medför att företag försöker vidta åtgärder för att vårda relationer med sina kunder. Detta problem är även högst relevant inom IT-branschen. Inom IT-branschen är det vanligt att arbeta agilt i IT-projekt. Vår samarbetspartner har sett ett ökat behov av att mäta servicekvalitet på ett återkommande sätt inom IT-projekt, detta för att mäta relevanta variabler som sträcker sig utanför kravspecifikationen. För att mäta framgång gällande detta arbetssätt vill man kunna mäta Nöjd Kund Index (NKI) för att kunna jämföra IT-projekt internt i företaget. Då tidigare forskning visat avsaknad av modeller innehållande både mätning av servicekvalitet samt NKI har lämplig litteratur studerats där det framkommit att modellen SERVQUAL är vedertagen för mätning av servicekvalitet och modellen American Customer Satisfaction Index (ACSI) är vedertagen för mätning av NKI. Detta har legat till grund för arbetets problemformulering och syfte. Syftet med arbetet är att skapa en vidareutvecklad modell för mätning av NKI för att jämföra IT-projekt internt samt återkommande mätning av servicekvalitet inom IT-projekt. Framtagande av denna modell har sedan skett genom forskningsstrategin Design and Creation. Intervjuer har genomförts för kravfångst till den vidareutvecklade modellen. Resultatet av denna forskningsstrategi blev sedan en vidareutvecklad modell baserad på ovan nämnda modeller med återkommande förhållningssätt för mätning av servicekvalitet inom IT-projekt och mätning av NKI för att jämföra IT-projekt internt i företaget. Den framtagna modellen har sedan verifierats genom ytterligare intervjuer med respondenter som innehar god erfarenhet från kundsidan av IT-projekt. Från dessa intervjuer kunde sedan slutsats dras att denna modell är att anse som applicerbar i empirin gällande IT-projekt. / In today's society, it is increasingly important for companies to retain their existing customers when competition becomes increasingly fierce. This means that companies are trying to take steps to nurture relationships with its customers. This problem is very relevant in the IT industry. In the IT industry, it is common to work agile in IT projects. Our partner has seen an increased need to measure service quality with a regular approach in IT projects, in order to measure the relevant variables that extend beyond the specifications. To measure success regarding this approach would be to measure Customer Satisfaction Index (CSI) of IT projects. As previous research demonstrated the absence of models containing both the measurement of service quality and CSI have literature studied where it emerged that the model SERVQUAL is established for the measurement of service quality and model the American Customer Satisfaction Index (ACSI) is established for the measurement of CSI. This has been the basis of work problem and purpose. The aim is to create an improved model for the measurement of CSI between IT projects and recurring measurement of service quality in IT projects. Creation of this model has been made through research strategy Design and Creation. Interviews have been conducted for requirements capture to the refined model. The result of this research strategy was then a further developed model based on the above models with recurring approach for the measurement of service quality in IT projects and measurement of CSI between IT projects. The resulting model is then verified through further interviews with respondents holding good experience from the customer side of IT projects. From these interviews conclusion could be drawn that this model is considered to be applicable in the empirical data regarding IT projects.

This study outlines the strategies that were employed during the training of Grade 11 Physical Sciences teachers in the use and development of an Electronic Performance Support System (EPSS). The EPSS process involves extended individualised support for teachers through face-to-face training. A purposive sample was utilised and 22 Grade 11 Physical Sciences teachers participated in the study. Teachers’ skills and knowledge before and after the EPSS training process were measured on three measures of satisfaction (course material, the EPSS training process and the trainer’s competencies) and three measures regarding the EPSS (using an EPSS, creating a flowchart and designing an EPSS). A customer satisfaction index questionnaire and retrospective opinionnaire were used to collect data from the participants. Microsoft Excel was used to analyse data collected using the customer satisfaction index questionnaire. Furthermore a Statistical Package for the Social Sciences (SPSS) program was used to analyse data collected using a retrospective opinionnaire. Significant effects were found on all six measures when comparing the skills of teachers before and after attending the EPSS training programme. The results reveal that teachers who participated in the research are satisfied with the use, design and development of an EPSS in education. / Dissertation (MEd)--University of Pretoria, 2013. / gm2014 / Science, Mathematics and Technology Education / unrestricted