The growth of private motor vehicle grows rapidly each year have negative impact not only forthe extra contribution of air pollution but also to time wasting. That impact can lead todecreasing of people quality life. Public transportation is one of the solutions for the problem.Therefore, the shift from private motor vehicle user to public transportation, in other wordincreasing market share of public transportation, is necessary. One of the public transportationthat can attract more market share is railways. It has large capacity, high safety level, and freefrom traffic jam. Those characteristic makes railway as primary public transportation.Indonesian railways nowadays have lot of problems and receive many complaints from thepassenger. Train travel is still colored with the delay, limited well-condition vehicle, and uncleartrain travel information that often disadvantage passengers, and many of services offered werefailed to attract passengers. These conditions result in decreasing quality of services andinsufficient railways operation. This will be a barrier to Indonesian railways accomplishment inmaking it to be a reliable and sustainable transport mode. Therefore, to improve market shareand to improve the railway condition, it necessary to have contractual governance withstandard that can lead to costumer satisfaction and making the process improve therelationship between the stakeholders. This lead to the problem of what is the customersatisfaction factors in using railway as their transport, what service quality item that satisfiedthe passenger, and how contract can maintain the relationship between the stakeholders.Finding in this thesis consist of several point. First, from the customer satisfaction index, thecustomers of Jabodetabek commuter train are not satisfied with the service. Second, theanalysis discovered that there are four factors that have high correlation with overallsatisfaction. The four factors are equipment and facility, assurance, competency, and traveltime and appearance. The attributes is grouping into five SERVQUAL dimension. Fromregression analysis of SERVQUAL dimensions there are two service items that influence thecustomer satisfaction; assurances and tangibles. Third, from gap analysis there are gaps inservice process that need to be closed in order to deliver service quality which lead tocustomer satisfaction in railway operational. Fourth, from contract analysis can be concludedthat present condition PT.KAI as the operator cannot perform as it is stated in contract. Thiscan be influenced by many factors such as; the lack of infrastructure, the lack of vehicle,customer misbehavior, staff misbehavior and external factors. In delivering service qualitywhich can lead to customer satisfaction, it is recommended to improve the service that relatedto assurances and tangible items and to involves passengers in controlling and improvingrailway operational. The result expected from the improvement is the increase of overallperformance of railway operation which can lead to the increase customer satisfaction andmarket share. From side of contractual governance, the research discovered that there areproblem in contract clausal and relationship between DGR, PT. KAI and people as customer ofrailway service. The recommendation is to include customer complains in setting contractclausal that can make DGR, PT. KAI and people as customer in mutualism developingrelationship.

This study starts with the review of the literature in customer satisfaction, customer satisfaction methods and models. After selecting a proper customer satisfaction method and model, the study conducts a survey and a questionnaire among the customers and professionals in the modular kitchen sector. The aim of the study is to analyze the factors affecting customer satisfaction and finding out the ones related with the modular kitchen sector. After applying the survey, the relations between the inputs and outputs of the satisfaction are analyzed with the overall satisfaction itself. The strong and weak factors are determined and a proper CRM tool is build-up to realize a decision-support and forecast tool in the study, which can be seen as a beginning for the companies in the real sector in this business to build a much more detailed and ERP integrated software and to use them. The results of the survey are compared with the similar studies from the literature.

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.

Kommuner använder platsmarknadsföring för att attrahera och behålla medborgare vilket under senare år blivit mer aktuellt då konkurrensen mellan platser har ökat. Tidigare har städers platsmarknadsföring varit riktad mot att utveckla turism, men idag används strategin framförallt för att framhäva staden som en attraktiv plats för företag, och medborgare att leva i. Då det är viktigt för kommuner att ha en gynnsam befolkningsutveckling för att överleva, samt att få yngre individer att stanna inom kommunen, vilket bidrar till långsiktiga skatteintäkter. För att kommuner ska kunna utföra lyckade marknadsföringsstrategier är det viktigt att förstå medborgarnas behov och spegla det i marknadsföringen. Ovan nämnd fakta bidrog till avsikten med denna uppsats som var att beskriva och till viss del förklara hur platsmarknadsföring kan användas av en kommun för att behålla medborgare av Generation Y. Uppsatsens syfte var att uppnå en djupare förståelse för hur kommuner kan behålla Generation Y, där studiens forskningsfrågor utformades och kopplades till relevanta teorier inom forskningsområdet för att besvara studiens syfte. Genom en kvalitativ fallstudie genomfördes flertalet intervjuer med respondenter från Generation Y, vilket gav insikt till aspekter som Generation Y värdesätter inom en kommun. Studien fann att utbud, variation och tillgänglighet är centrala aspekter för att behålla medborgare. Där aspekterna nattliv, evenemang och offentliga transportförbindelser var mest önskvärda för Generation Y. Även möjligheten till delaktighet, och att kunna påverka beslut var centrala aspekter. Utifrån studiens resultat bör kommuner i större utsträckning sträva efter att skapa en relation med medborgare av Generation Y. Där kommuner involverar medborgarna så att de känner delaktighet och upplever att de kan påverka utvecklingen av kommunen de bor i, vilket ökar möjligheten till att behålla Generation Y. Studiens resultat kombinerat med bakomliggande teorier i ämnet påvisar relevansen av att kommuner behöver kunskap om vad Generation Y värdesätter, detta för att kunna utföra en passande marknadsföringsstrategi som behåller de som medborgare.

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.