This article has as objective, to show and analyzing how the customer satisfaction in function of the Kano Model is used to take a competitive advantage within the car industry. Some results show that the impact of the customer satisfaction surveys account for 8 to 10% of the turnover of the major European car companies. In fact, in the 5 past years, the profitability of the leaders in customer satisfaction have surpassed the laggards. Leaders had a cumulative total return of + 22.5%, the SP 500 experienced a decline of -1.3% during the same period, latecomers lost - 46.3%. Therefore, these figures demonstrate how it’s important to set up a good strategic customer listening in order to take advantage on competition.

Made available in DSpace on 2014-06-12T17:40:16Z (GMT). No. of bitstreams: 2 arquivo6442_1.pdf: 1350287 bytes, checksum: 86cb4f3d70d7403bf5c84e3b7c828b0b (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2011 / Atualmente, o setor de serviços tem sido a área de maior crescente no país. Para sobreviver neste mercado, empresas prestadoras de serviços, buscam identificar quem são os seus clientes, quais suas exigências e de que forma poderão oferecer algo a mais para que os consumidores se sintam satisfeitos e permaneçam fieis a longo prazo. Neste contexto, a presente pesquisa tem como objetivo de estudo identificar uma forma de mensurar os atributos que são considerados obrigatórios para os clientes, bem como os que apresentam variação de comportamento dependendo do seu desempenho e os atributos considerados atrativos para que a empresa possa utilizá-lo como vantagem competitiva. A busca por qualidade tem sido uma exigência dos clientes e as empresas competem com o objetivo de surpreender seus consumidores. O trabalho se caracteriza como sendo uma pesquisa aplicada, baseada em estudos bibliográficos, através da observação intensiva, com abordagem descritiva e exploratória, considerando uma analise quantitativa e qualitativa para elaboração de um plano de ação. A partir da detenção do conhecimento bibliográfico, foi desenvolvido um questionário baseado no Modelo de Kano, cuja análise geral dos dados resultou na proposta de um plano de ação, a fim de adequar, implementar e rever os atributos considerados importantes para a satisfação dos clientes e o sucesso de uma prestadora de serviços de rastreamento veicular. Com o desenvolvimento do plano de ação, conclui-se a viabilidade de sua aplicação, sendo necessárias ações pouco onerosas para empresa estudo de caso e com relevantes resultados de satisfação para seus clientes

<p>Många bakverk och maträtter har någon slags form eller förpackning runt om sig. De här formarna kan vara tillverkade av olika material och det här konkurrerar i dagsläget med varandra. Syftet är att ge läsaren en djupare förståelse för vilka attribut som är viktiga för konsumenten samt vilken roll samhällsansvaret spelar för konsument och producent. En kvantitativ metod i form utav en enkätundersökning kommer att användas.Teorierna Corporate social responsibility, produktutveckling och produktdesign kommer att användas. Utifrån enkätundersökningar kommer empirin att samlas in. Attribut som täthet, stabilitet, lossningsförmåga och miljö är viktiga för konsumenten. Det samhällsansvar som tas är viktiga för intressenter och blir således en viktigt för producenterna.</p> / <p>Many pastries and ready-cooked food has a baking cup or a container. There are lots of different materials and there are several competitors. The purpose is to give an understanding for which attributes that are important for the customer. Also the responsibility is going to be studied to see how it is affecting the producers and consumers.A quantitative method and a poll will be used.Corporate social responsibility, product development and product design are the theories that are going to be used. Through the poll the empirical foundation will be found. The customer prefers a baking cup or container that has good barrier properties, are stabile, able to slip from each other and that are good for the environment. The responsibility is an important factor for both producers and customers.<strong>                   </strong><strong></strong></p><p><strong></strong></p>

Sammandrag Syftet med denna uppsats är att undersöka hur Onoff lyckas tillfredsställa sina kunder och uppfylla deras förväntningar med sin butiksservice. Detta har vi undersökt genom att utföra kundintervjuer vid tre olika Onoff-butiker. Det vi kommit fram till är att: • Onoffs kunder är nöjda med servicen de får i Onoffs butiker • Deras förväntningar uppfylls, generellt sett, och i vissa fall överträffas de • I vilken grad kunderna fått sina förväntningar uppfyllda har påverkat hur nöjda de varit med helheten av sitt besök • De kunder som fått sina förväntningar överträffade var nöjdare än de som endast fått sina förväntningar uppfyllda. Denna uppsats ligger under ämnet marknadsföring.

Många bakverk och maträtter har någon slags form eller förpackning runt om sig. De här formarna kan vara tillverkade av olika material och det här konkurrerar i dagsläget med varandra. Syftet är att ge läsaren en djupare förståelse för vilka attribut som är viktiga för konsumenten samt vilken roll samhällsansvaret spelar för konsument och producent. En kvantitativ metod i form utav en enkätundersökning kommer att användas.Teorierna Corporate social responsibility, produktutveckling och produktdesign kommer att användas. Utifrån enkätundersökningar kommer empirin att samlas in. Attribut som täthet, stabilitet, lossningsförmåga och miljö är viktiga för konsumenten. Det samhällsansvar som tas är viktiga för intressenter och blir således en viktigt för producenterna. / Many pastries and ready-cooked food has a baking cup or a container. There are lots of different materials and there are several competitors. The purpose is to give an understanding for which attributes that are important for the customer. Also the responsibility is going to be studied to see how it is affecting the producers and consumers.A quantitative method and a poll will be used.Corporate social responsibility, product development and product design are the theories that are going to be used. Through the poll the empirical foundation will be found. The customer prefers a baking cup or container that has good barrier properties, are stabile, able to slip from each other and that are good for the environment. The responsibility is an important factor for both producers and customers.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.

This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

Thesis (Ph.D.)--York University, 2005. Graduate Programme in History. / Typescript. Includes bibliographical references (leaves 239-254). Also available on the Internet. MODE OF ACCESS via web browser by entering the following URL: http://wwwlib.umi.com/cr/yorku/fullcit?pNR11624