• Industrial Engineering and Management Systems
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• v.14 no.4
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• pp.347-371
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• 2015

A hybrid procedure based on multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) is proposed to evaluate the relative efficiency of customer services in bank branches. First, a three-stage process including sub-processes such as customer expectations, customer satisfaction, and customer loyalty, is defined to model the banking customer services. Then, fulfillment of customer expectations, customer loyalty level, and the customer satisfaction degree are measured and quantified through a multi-dimensional questionnaire based on customers' perceptions analysis and MUSA method, respectively. The customer services scores and the other criteria such as mean of employee evaluation score, operation costs, assets, deposits, loans, number of accounts are considered in network three-stage DEA model. The proposed NDEA model is formed based on multipliers perspective, output-oriented, and constant return to scale assumptions. The proposed NDEA model quantifies and assesses the total efficiency of main process and assigns the efficiency to customer expectations, customer satisfactions, and customer loyalties sub-processes in bank branches. The whole procedure is applied on 30 bank branches in IRAN. The proposed approach can be used in other organizations such as airports, airline agencies, urban transportation systems, railway organizations, chain stores, chain restaurants, public libraries, and entertainment centers.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.143-151
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• 2007

The purpose of this study was to fine out a relation to the profitability in the view of market-orientation and examine the roles of marketing efficiency and adaptability in foodservice companies. In the previous studies, because of the concepts of market-orientation have mostly focused on hotels or common companies, in this study aimed to foodservice companies. This study was on the basis of Kohli & Jaworski (1990)'s theory. For the validity verification of measured items, SPSS WINDOW 10.0 was used to analyze factors and, for the reliability verification, Cronbach's Alpha coefficient was used. The result was as follows. First, market-orientation has great influence on customer satisfaction and customer loyalty. Second, customer satisfaction and customer loyalty were acquired for the good marketing efficiency and adaptability in foodservice companies. Thus, from now on, the foodservice company need to carry out the market-orientation concept.

• Journal of Korea Port Economic Association
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• v.20 no.2
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• pp.35-52
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• 2004

The purpose of this paper is to measure the competition power of administration service in Korean Seaports by using the scores of customer satisfaction for administration service investigated yearly from 2000 to 2003 by Ministry of Maritime Affairs & Fisheries. And also, this paper shows the competition power of Korean seaports in terms of efficiency by using DEA(data envelopment analysis) method after measuring the change of productive efficiency scores subject to including and excluding the scores of customer satisfaction for administration service as output variable. The empirical main results of this paper are as follows: First, the efficiency scores of the Ports of Donghae, Gunsan, Jeju, Yeosu, Masan, and Pohang have worsened if the customer satisfaction score is excluded as output variable. Therefore these ports have been influenced by the score of customer satisfaction more positively. Second, the changes of the ranking order by measuring the average efficiency scores of each ports subject to including and excluding the scores of customer satisfaction for administration service as output variable are as follows: Busan(9-->7), Incheon(6-->6), Yeosu(1-->4), Gwangyang(4-->3), Masan (10-->9), Ulsan(5-->5), Donghae(8-->11), Gusan(12-->12), Mogpo(3-->2), Pohang(11-->10), Jeju(7-->8), Daesan(2-->1).

• Journal of the East Asian Society of Dietary Life
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• v.17 no.5
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• pp.727-737
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• 2007

The aims of this study was to suggest a new efficiency measurement indicator for evaluating the management efficiency of decision making units(DMUs) in the contract foodservice industry. The data envelopment analysis(DEA) model which considers multiple inputs and outputs and looking for benchmarks, was used to compare the productivity of DMUs. We considered sales, profits, and customer satisfaction as output variables and it adopted food cost, labor cost and administrative expense as input variables. The results of applying DEA revealed relatively efficient types of business and service types. The efficiency of school units was highest and the mired service type was the most efficient one. In this study the CCR model efficiency was analysed with profit and the customer satisfaction index by the matrix method. DEA efficiency was correlated with profit but there was no correlation between DEA efficiency and the customer satisfaction index.

• Industrial Engineering and Management Systems
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• v.11 no.3
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• pp.224-232
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• 2012

The paper proposes a non-parametric methodology, data envelopment analysis, for measuring efficiency and productivity in service delivery systems with capacity constraints. The methodology provides allocation approaches for studying behaviors of firm and customers in service delivery strategy. The experimental study is carried out to investigate allocation behaviors and conduct an objective tradeoff between efficiency approach and productivity approach. The experimental result indicates that the efficiency approach allocates resource via maximizing customer efficiency rather than firm productivity as in the productivity approach. Moreover, the experiment reveals that there exists an objective tradeoff between the efficiency approach and the productivity approach. These findings provide strategic options for allocation policy in service delivery systems.

• Korean Journal of Artificial Intelligence
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• v.8 no.2
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• pp.23-28
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• 2020

Purpose: Today, we often hear complaints from customers: poor quality, poor service, expensive prices, etc. Customer complaints are an indication that the company's products and services do not meet customer requirements, which in turn causes customer complaints. An important content of corporate marketing practice is how to use the opportunity of handling customer complaints to win the trust of customers and gain a competitive advantage. According to the concept of marketing, the way for an enterprise to obtain profits is to continuously meet the needs of customers. However, with increasingly fierce market competition and the overall formation of a buyer's market, providing high-quality products and high-efficiency and high-level services have become the eternal theme of enterprises. Therefore, meeting the actual needs of customers and effectively handling customer complaints are issues that we must take seriously. Research design, data, and methodology: This article mainly analyzes the causes of customer complaints, proposes relevant solutions for different types of complaints, builds a customer complaint management system, improves the efficiency and ability of handling complaints, and provides more references and basis for enterprises to solve customer complaints. Conclusions: To further improve the quality of enterprise products and service standards, to help enterprises increase customer loyalty and satisfaction, and to enable enterprises to gain advantages in the increasingly competitive global market.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Proceedings of the KIEE Conference
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• 2007.11b
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• pp.273-275
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• 2007

This paper analyzes the customer behavior on high efficiency inverter program in terms of rebate levels. The importance of high efficiency DSM programs has been more and more increased after deregulation. Especially, the inverter program is one of the most high efficiency DSM programs, so this paper presents proper rebate levels in terms of both participants and non-participants to promote diffusion of the inverters.

• Proceedings of the KIEE Conference
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• 2005.11b
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• pp.180-182
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• 2005

This paper analyzes the customer behavior on high efficiency motor programs from three angles, that is, rebates, electricity rates and the cost of measures. After deregulation, the importance of high efficiency DSM programs has been more and more increased. Especially, the motor program is one of the most high efficiency DSM program, so it Is needed the policy to promote the motor programs diffusion.

• Proceedings of the KIEE Conference
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• summer
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• pp.674-676
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• 2004

This paper analyzes the customer behavior on high efficiency inverter program from three angles, that is, rebates, electricity rates and the cost of measures. After deregulation, the importance of high efficiency DSM programs has been more and more increased. Especially, the inverter program is one of the most high efficiency DSM program, so it is needed the policy to promote the inverter program diffusion.