Customer Satisfaction
Mostrando 13-24 de 154 artigos, teses e dissertações.
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13. Production line performance analysis within a MTS/MTO manufacturing framework: a queueing theory approach
Abstract Paper aims Mixing the Make-To-Stock (MTS) and Make-To-Order (MTO) strategies to benefit from the both manufacturing systems in an environment with impatient customers. Originality This is the first research article which uses the queuing theory to find the best place of the Order Penetration Point (OPP) in a production line with impatient custom
Prod.. Publicado em: 23/07/2018
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14. The use of ICT tools to support collaborative product development activities: evidences from Brazilian industry
Abstract Paper aims This paper aims to understand the relationship between Information & Communication Technology (ICT), collaborative New Product Development (NPD) and customer satisfaction (NPD performance). Originality We target the relationship between ICT, collaborative NPD and NPD performance. ICT is assessed as a set of specific tools adopted by t
Prod.. Publicado em: 04/06/2018
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15. FSSC 22000 Packaging Implementation: a Plastics Industry Research
Abstract This paper presents the outcomes of an exploratory research carried out in companies, which are located in Brazil. They are FSSC-22000-certified food plastic packaging manufacturers. In order to identify the key aspects of the implementation process and certification, a questionnaire was developed and sent to twenty certified organizations. Out of
Polímeros. Publicado em: 15/03/2018
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16. Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
Abstract Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS servi
Prod.. Publicado em: 13/11/2017
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17. Proactive Management of IT Operations to Improve IT Services
Abstract IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2017-08
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18. Purchase of prescription and OTC medicines in Slovakia: factors influencing patients' expectations and satisfaction
ABSTRACT Slovakia is a country where the purchase of OTC (over the counter) medicines outside the pharmacy is not allowed by the government. This study aimed at evaluating patients' satisfaction and acceptance of community pharmacists. Customer's behaviour and expectations influencing the purchase of prescription and OTC medicines were analyzed. A structured
Braz. J. Pharm. Sci.. Publicado em: 20/04/2017
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19. Mensuração da satisfação dos usuários do sistema municipal de estacionamento rotativo pago
Resumo A pesquisa identifica a percepção dos usuários do serviço público de estacionamento rotativo pela aplicação do modelo European Customer Satisfaction Index (ECSI). O estudo mensurou as relações que envolvem usuários do sistema, uma vez que é necessário conquistar a lealdade deles por intermédio da maximização da sua satisfação e, ainda
urbe, Rev. Bras. Gest. Urbana. Publicado em: 27/10/2016
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20. CRM ADOPTION IN A HIGHER EDUCATION INSTITUTION
ABSTRACT More and more organisations, from private to public sectors, are pursuing higher levels of customer satisfaction, loyalty and retention. With this intent, higher education institutions (HEI) have adopted CRM – Customer Relationship Management. In order to analyse some of the interesting aspects of this phenomenon n, we conducted an action research
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2016-04
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21. DEVELOPMENT OF A HYBRID FUZZY GENETIC ALGORITHM MODEL FOR SOLVING TRANSPORTATION SCHEDULING PROBLEM
ABSTRACT There has been an increasing public demand for passenger rail service in the recent times leading to a strong focus on the need for effective and efficient use of resources and managing the increasing passenger requirements, service reliability and variability by the railway management. Whilst shortening the passengers’ waiting and travelling time
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2015-12
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22. THE IMPACT OF E-TICKETING TECHNIQUE ON CUSTOMER SATISFACTION: AN EMPIRICAL ANALYSIS
Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian a
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2014-09
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23. Use of the RFID technology to overcome inefficiencies in the production process: an analysis of a microcomputer company in Ilhéus – Bahia
This paper presents a methodology for the integration of RFID technology into microcomputer assembly companies. Such a technology enables inventory control, tracking of parts/products and customer satisfaction. The methodology was developed to identify and evaluate the production process in an assembly company and to apply the process FMEA to evaluate potent
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2014-04
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24. Factors affecting mobile users' switching intentions: a comparative study between the brazilian and german markets
In the competitive wireless market, there are many drivers behind customer defection. Switching barriers, service performance, perceived value in carriers' offers, satisfaction and other constructs can play a pivotal role in customer switching processes among carriers. This study attempts to compare the influence of these factors, taking into account cultura
BAR, Braz. Adm. Rev.. Publicado em: 2013-09