...FOREIGN TRADE UNIVERSITY ------------------------------------------------- FACULTY OF BUSINESS ADMINISTRATION APPLIED INTERGRATED BUSINESS JOHN LEWIS’CUSTOMER SERVICE CASE STUDY Student Name : Bang Tran Hai Vo Student ID Number : 1305052015 Instructor : Dr. Cao Dinh Kien Hanoi, October – 2015 ------------------------------------------------- CONTENT 1. Introduction about John Lewis 2. John Lewis – A customer service and the success in keeping customer satisfaction 3. Bad practice of customer service 3.1 Analysis of the causes for bad customer service 3.2 Suggestion and Recommendation 4. Pllog 5. Refferences 1. Introduction John Lewis is a chain of upmarket department stores operating throughout Great Britain. The chain is owned by the John Lewis Partnership, which was created alongside the first store in the mid-1800s. The first John Lewis store was opened in 1864 in Oxford Street, London. The chain's slogan is "Never Knowingly Undersold" which has been in use since 1925. There are 45 stores throughout England, Scotland and Wales, including eleven "At Home" stores, and a "flexible format" store in Exeter. The store in Birmingham is the largest operated by the Partnership outside London. On 1 January 2008, the Oxford Street store was awarded a Royal Warrant from Her Majesty the Queen as: "suppliers of haberdashery and household...
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...com Volume 1, Issue 2, October 2012 ISSN 2319 - 4847 AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE Haeryip Sihombing1, Parahsakthi Chidambaram2 and Kannan Rassiah3 1 Fakulti Kejuruteraan Pembuatan (FKP), Universiti Teknikal Malaysia Melaka (UTeM), Main Campus – Durian Tunggal, 17609 – Melaka, MALAYSIA 2 Politeknik Ibrahim Sultan (PIS)81700 Pasir Gudang, Johor Bahru, MALAYSIA 3 Politeknik Merlimau Melaka (PMM) Merlimau 77300, MALAYSIA ABSTRACT This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required. Keywords: Customer Satisfaction, Kano, CS-DS, CAT. 1. INTRODUCTION A major outcome of marketing activities...
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...CHAPTER I Introduction 1.1 Research Object Overview 1.2.1 Company History Samsung is a South Korean multinational conglomerate company that headquartered in Samsung Town, Seoul. It was founded by Lee Byung-chul in 1938 as a trading company. Over the next three decades, the group diversified into some division including food processing, textiles, insurance, securities and retail. In the late 1960s, Samsung entered the electronics industry and expand its business to the construction and shipbuilding industries in the mid-1970s. These expansion would drive the business growth over the next years. After the Lee's death in 1987, Samsung was separated into four business groups – Samsung Group, Shinsegae Group, CJ Group and Hansol Group. Since 1990s, Samsung has increasingly globalized its activities, and electronics, particularly mobile phones and semiconductors, have become its most important source of income. Nowadays, Samsung is acknowledged as a big company that has numerous subsidiaries and affiliated businesses. Most of them are united under the Samsung brand and it becomes the largest chaebol in South Korea. Figure 1.1.1 Logo 1.2.2 Vision and Mission a) Vision Statement b) Mission Statement Samsung Galaxy is a series of Android-powered mobile computing devices designed, manufactured and marketed by Samsung Electronics. At the latest of 2008, Samsung started to develop the idea of branded, full-touch smartphone interfaces...
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...research study improving customer satisfaction Roxie Carter Res/351 June 30, 2014 Bob Strong This case study involves development and evolution of a customer satisfaction measurement program at Browning Ferris Inc. BFI became a primary supplier in the North American solid waste industry. The observation for customer satisfaction became relevant when William Ruckelshaus was hired as the new CEO of BFI. William immediately recognize a need to improve customer focus relationship within the organization. He began implementing a plan to collect data to review details about customer quality. Identify the research problem William Ruckelsahaus realize there was an area of opportunity for BFI to increase their customer satisfaction rates. William started addressing the problem and hired the author of this case study who has worked as a technical consultant for the company to gather resourceful information. The employee utilized several key components to observe what challenges arouse and why customers felt dissatisfied with BFI services. He began first reviewing reports within the company. He research involved attending staff meeting, analyzing internal data, and interviewing corporate officers. The responses provided from each party answered the following questions. How and where does focus on customer satisfaction begin in an organization? What roles does measurement play in a customer satisfaction program? What is needed to implement customer satisfaction? How does...
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...An Internship Report On ip Report on OVERALL CUSTOMER SATISFACTION- (A Study on Standard Chartered Bank) Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Bachelor of Business Administration (BBA) Major In Finance FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Submitted to the Department of Finance Patuakhali Science And Technology University Dumki ,Patuakhali In partial fulfillment of the requirements for the degree of Bachelor of Business Administration (BBA) Major In Finance [ FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Approved as to style and contents by Md. Nur Nabi (Supervisor) Md.Takibur Rahman (Co-Supervisor) Dr. NIrmal Chandra Shaha (External) FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT ...
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...American Customer Satisfaction Index (ACSI) Data Authors: Thomas Pock Research Scholar, Ross School of Business, University of St. Gallen, St. Gallen, SwitzerlandMichigan National Quality Research Center 701 Tappan Street, 48103 Ann Arbor, MI, USA Phone: +1-734-709-1036 tpock@bus.umich.edu Prof. Fritz Fahrni University of St. Gallen Director of the Institute for Technology Management Dufourstrasse 40a, 9000 St. Gallen, Switzerland Phone: +41-71-224-7201 fritz.fahrni@unisg.ch Prof. Anders Westlund Stockholm School of Economics, Director of the Center for Economic Statistics and Decision Support 65 Sveavaegan, 11383 Stockholm, Sweden Phone: +46-8-736-9231 anders.westlund@hhs.se Prof. Fritz Fahrni University of St. Gallen, Director of the Institute for Technology Management Dufourstrasse 40a, 9000 St. Gallen, Switzerland Phone: +41-71-224-7201 fritz.fahrni@unisg.ch Thomas Pock Research Scholar, Ross School of Business, University of Michigan National Quality Research Center 701 Tappan Street, 48103 Ann Arbor, MI, USA Phone: +1-734-709-1036 tpock@bus.umich.edu rewrite abstract according to instructions Abstract Purpose – The paper provides a well-founded analysis of situation specific drivers and limitations to quality targets and the complexity of Management Control Systems. Design/methodology/approach – The paper builds on prior case study results...
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...Employee Satisfaction on Success of Organization: Relation between Customer Experience and Employee Satisfaction Afshan Naseem1, Sadia Ejaz Sheikh2 and Prof. Khusro P. Malik GPHR3 1,3 Department of Engineering Management, Centre for Advanced Studies in Engineering, Islamabad, Pakistan 2 COMSATS Institute of Information Technology, Attock, Pakistan Abstract– Employee satisfaction is considered weighty when it comes to define organizational success. Employee’s satisfaction is central concern particularly in the service industry. Need to enhance employee satisfaction is critical because it is a key to business success of any organization. In the present milieu, employee satisfaction has come under limelight due to stiff competition where organizations are trying to carve competitive advantage through the human factor. The purpose of this study is to observe the relationship between employee satisfaction and customer satisfaction and to examine the impact of both on organizational success. This study scrutinizes the effects of different factors of organization which affects the employee satisfaction. This is a cohort study in which qualitative research methodology was used. The data was collected through selfadministrated questionnaire which contains multiple choice questions and open-ended questions. Results of the principal component analysis (PCA) based on correlation matrix revealed a great deal of employees (hotel workers) satisfaction among surveyed cohorts where customers also...
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...quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44 Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch. This study investigates the relationship between perceived performance, satisfaction and behavioural intention, and the extent to which each is associated with actual performance, customers' attributions for problems, experience...
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...Online Brand Communities Used As Part of Relationship Marketing: A Case Study of Blizzard BA-Thesis - Morten Hedegaard Nielsen 2010 Abstract Purpose During the last few decades competition in consumer markets has increase dramatically and fragmented the markets. Consequently, the discipline of marketing has changed radically from transactional marketing into relational marketing. Today, the entertainment industry is one of the most rapidly growing industries, where competition intensifies year by year and hence the focus on building relationships with customers has become a central element for survival. The thesis has its focus on one of the most successful companies in this industry, Blizzard Entertainment®. More specifically it will explore how they utilise their online brand community „Battle.net®‟ in order to build relationships with its customers. Based on a theoretical discussion of relationship marketing and online brand communities, together with an investigation of Blizzard Entertainment‟s online brand community „Battle.net‟, this thesis will explore: How and to what degree does Blizzard Entertainment’s online brand community ‘Battle.net’ contribute to build successful relationships with its customers in a fragmented market? In order to answer the problem statement the thesis is divided into three parts; a contextual description, a theoretical discussion, and a case study of Blizzard‟s online brand community Battle.net. The contextual description...
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...Journal of Bank Marketing Emerald Article: Does relationship marketing improve customer relationship satisfaction and loyalty? Andreas Leverin, Veronica Liljander Article information: To cite this document: Andreas Leverin, Veronica Liljander, (2006),"Does relationship marketing improve customer relationship satisfaction and loyalty?", International Journal of Bank Marketing, Vol. 24 Iss: 4 pp. 232 - 251 Permanent link to this document: http://dx.doi.org/10.1108/02652320610671333 Downloaded on: 16-01-2013 References: This document contains references to 91 other documents Citations: This document has been cited by 30 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 13476 times since 2006. * Users who downloaded this Article also downloaded: * Andreas Leverin, Veronica Liljander, (2006),"Does relationship marketing improve customer relationship satisfaction and loyalty?", International Journal of Bank Marketing, Vol. 24 Iss: 4 pp. 232 - 251 http://dx.doi.org/10.1108/02652320610671333 Andreas Leverin, Veronica Liljander, (2006),"Does relationship marketing improve customer relationship satisfaction and loyalty?", International Journal of Bank Marketing, Vol. 24 Iss: 4 pp. 232 - 251 http://dx.doi.org/10.1108/02652320610671333 Andreas Leverin, Veronica Liljander, (2006),"Does relationship marketing improve customer relationship satisfaction and loyalty?", International Journal of Bank Marketing, Vol. 24 Iss: 4 pp. 232...
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...McDonald’s Corporation A case study Q1:- What are the different dimensions of Quality that must be emphasized by McDonalds to remain competitive in the food industry? Ans:- the different dimension of quality which McDonald must be emphasized to compete in food industry market are Reliability or consistency in their product throughout the world, giving quick service to their customer and Aesthetics which means color style decoration of franchises, these all play major role in customer satisfaction. Which mostly give it advantage from their competitors. In the case the McDonald adopted new innovation to speeding their service and The McDonald should more emphasized on the adaptation of new technology which is helpful for speeding up their services and may help to improve their performance in other area to satisfy their customer and may compete with their competitors in the food industry market in future. Reliability is another dimension of quality that give advantage from competitors to McDonald that it give same product everywhere which means that in every franchises give same quality product to their customer as a result more loyalty from customer side. It increases customer satisfaction. Q2:- Among the six concepts of TQM which one are adopted implemented by McDonalds? McDonald is using concepts of TQM which are as follows with example. 1: Leadership A committed and involved management to provide long term top to bottom organizational support to implement over all...
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...Factors of customer Satisfaction in telecom industry: A study on Airtel Bangladesh Limited By: Sabrina Alam ID# 1220775 An Internship report presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration Independent University, Bangladesh September, 2015 Factors of customer Satisfaction in telecom industry: A study on Airtel Bangladesh Limited By: Sabrina Alam ID# 1220775 Has Been Approved September, 2015 --------------------------------- Md. Aynul Hoque Lecturer School of Business Independent University, Bangladesh Preface This internship report has been prepared on “factors of Customer Satisfaction based on Airtel Bangladesh limited” for the fulfillment of Bachelor of Business Administration (BBA) degree. The purpose behind this report writing is to present the major findings and data about the factors that affect customer services and network condition of Airtel Bangladesh limited. While preparing this report, I have to utilize my practical knowledge which I have gained from my internship of last three months. Moreover, I have to study various journals and research papers about the pros and cons of services provided by Airtel Bangladesh Limited and thus received realistic knowledge about the overall process. I am very much honored to have the opportunity to make a research report on such topic as customer satisfaction is now days a burning issue. I have tried to find out the reasons behind...
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...The customer's satisfaction with service Chapter I: Introduction 1.1 Background In recent times, customer's satisfaction is the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the resort and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver, 1997). The customers' satisfaction can be defined as “the fulfillment response” which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment” (Oliver, 1996, p. 14). The concept of consumer satisfaction occupies a central position in marketing thought and practice. Conceptually, satisfaction is an outcome of purchase and use results from the buyer's comparison of the rewards and costs of the purchase in relation to the anticipated consequences. Operationally, satisfaction is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service. With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order...
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...The Effect Of Customer Relationship Management (CRM) On Customer Satisfaction In Banking Sector by Abdelmenam Ahmed Deghady Supervisor : Dr. Ashraf Labib Table of Content CHAPTER 1 : INTRODUCTION................................................................................................3 1.1 Introduction..........................................................................................................................................................4 1.2 Research Problem.............................................................................................................................................5 1.3 Study Hypothesis................................................................................................................................................5 1.4 The study variables.............................................................................................................................................6 1.4.1 Independent variables.............................................................................................................................6 1.4.2 Dependent variables................................................................................................................................6 1.5 Research Objectives...........................................................................................................................................6 CHAPTER 2 : Research Methodology...
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...2006:56 MASTER'S THESIS Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE Relationship between service quality and customer satisfaction: In the case of CCG( Customer Centric Group) CO Supervisors: Dr.Albadvi , Dr.Khalifa Referee: Dr.Charsoghi Prepared by: Ali Dehghan Tarbiat Modares University Faculty of Engineering Department Industrial Engineering Lulea University of Technology Department of Business Administration and Social Sciences Division of Industrial Marketing and E-Commerce MSc PROGRAM IN MARKETING AND ELECTRONIC COMMERCE Joint 2006 1 ABSTRACT RELATIONSHIP BETWEEN SERVICE QUALITY & CUSTOMER SATISFACTION: IN THE CASE OF CCG (CUSTOMER CENTRIC GROUP) CO These days all the organizations are realizing the significance of customer –centered philosophies .One of the key challenges of them is how they manage service quality, which holds a great importance to customer satisfaction. The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was...
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