...internationalconference.com.my CUSTOMER SATISFACTION LEVELS OF SERVICE QUALITY AT AR-RAHNU, KELANTAN Azizah Othman, Norashidah Hashim and Syahrina Abdullah College of Business , Universiti Utara Malaysia , Sintok, 06010 Kedah, Malaysia o.azizah@uum.edu.my, norashidah@uum.edu.my,syahrina@uum.edu.my ABSTRACT This research was conducted to verify levels of customer satisfaction and service quality for the pawn-broking company Ar-Rahnu in Kelantan, Malaysia. Three hundred (300) respondents were selected by choosing the sample through simple sampling or by quota sampling. The instrument used to collect the data was by a questionnaire that was filled out by the respondents and collected back on the same day. The information collected was analysed using inferential and descriptive methods. The descriptive analysis showed that the majority of the respondents were married women, 30-39 years old. The majority of the respondents also had an education level until secondary school (high school), but only 38% had an education level until diploma or degree. Most of the respondents were traders and made less than RM1000.00 per month. The main factor that motivated the respondents to obtain Ar-Rahnu services was that the company could handle problems that were not expected. Statistical methods showed that service quality at Ar-Rahnu Kelantan and Ar-Rahnu Bank Rakyat services is high. The research may show the level of service quality prepared by the Ar-Rahnu organizations but...
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...Yasmine Thomas 5501 Highland Park CR, AR 72401 C: (870)815-9383 H: (870)563-9871 Bria.thomas@smail.astate.edu > OBJECTIVES To secure a position with a stable and profitable company, where I can be a member of a team and utilize my experience to the fullest. > EDUCATION Arkansas State University: Bachelors of Science- Business Administration. Graduation date: May 2017 Arkansas Northeastern College: Associates of Arts. Graduated: August 2014 Osceola High School: Outstanding cadet award (2010), Career Readiness Certificate (2011). Graduated May 2011 > SKILLS Information technology: Experience in using appropriate software to accomplish task and solve problems. Technically proficient in Microsoft Word, Excel, Publisher and PowerPoint. > EXPERIENCE St. Bernard’s Health and Wellness (Jonesboro AR) May 2015-Present. Customer Service Representative: Attracted potential customers by answering product and service questions, opened customer accounts by recording account information. Resolved product or service problems by elucidating the customer’s complaint. Broadway Community Learning Center (Osceola AR) January 2013 to January 2015. Head teacher for toddlers ranging from ages 1-3. Prepared students for kindergarten. Prepared employee schedule, as well as assisted with administrative duties. Walmart (Osceola AR) June 2011- July 2012. Head Cashier: Handled cash transactions with customers, scanned goods, collected payments, issued...
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...of Arts in Business – GPA: 3.7/4.0 University of Maryland University College Asia Courses completed: • Introduction to Computer Based Systems • American History Certificates • Japanese-language training- total of 40 hours • Microsoft Office training November 2003 – May 2004 EXPERIENCE Driveline Retail Merchandising Retail Merchandiser – Fort Smith, AR August 2010 to present • Responsible for ensuring that products appear in the right store at the appropriate time and in the correct quantities. Responsibilities also include working closely with teams to complete complex projects such as new store sets, fixture assembly and merchandise resets quickly and efficiently. Customer Service Representative Atlantic Southeast Airlines – Fort Smith, AR April 2007 to May 2009 Held responsibility for tickets sales, boarding supervision and customer service. Worked with staff to create the best connecting flight service available to passengers. Became an expert at problem solving and dealing with customer complaints Customer Service Call Center Experian Consumer Direct – Van Buren, AR January 2007 to April 2007 Handled a high influx of inbound calls within a dynamic call center environment. Managed...
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...Gummesson 2007 * Service dominant logic anser att service(som kärnbegrepp) ersätter både produkter och tjänster. * Enligt statistik består ekonomier av tjänstesektorn, tillverkningsindustrin och jordbruk. * Oklarheter med detta: * Ett företag med 51% intäkter från tillverkning, räknas till tillverkningsindustrin, men om 51% av intäkterna istället kommer ifrån reparationer och underhåll av produkter räknas det som ett tjänsteföretag * Om ett industriföretag gör om sin reparation och underhållsavdelning till ett dotterbolag växer tjänstesektorn medans tillverkningsindustrin minskar, åtminstone hur det ser ut. * Bara bokföringsmässigt det ändras, endast i verkligheten ytterst lite. * Det enda som räknas är pengabytet, man tillgodo räknar inte utbyten mellan produkter-tjänster/tjänster-produkter, familje- eller vänjobb eller svarta marknaden. Inte heller voluntära sektorn eller icke-statliga organisationer som greenpeace osv räknas. * Vi har lämnat jordbruks åldern bakom oss, nästan obefintlig, för att genomgått industri åldern och hamnat i ett ”efterindustriåldern” ålder- Informationsåldern – Vetenskapsbaserade samhället – eller tjänste ekonomin. * Statistiken baseras på kostnader, pris och sysselsättning men inte konsumtionen som värde för konsumenter. Sektorn är helt produktinriktad och konsumenten nästintill obefintlig. * Tjänster/produkter – dess skillnader – verklighet och myt * Väldans massa tjänster räknas...
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...Riordan Manufacturing Executive Summary ABCO Consulting thanks the Riordan organization for allowing us to do this upgrade analysis. A review of the existing infrastructure at Riordan has been completed and the findings are contained in this document. There will be a listing of what was found followed by a proposed upgrade system layout. The scope of this project is to cover the following systems and subsystems and to explain how they all interact one with another. Finance & Accounting Identify and describe existing system: Riordan’s Manufacturing’s Accounting Services division is responsible for overseeing all financial processes within the company. Everything from AR, AP, payroll, General Ledger, purchasing, inventory controls, metrics, and employee payroll processing has been managed by team of well-qualified members who have demonstrated utmost professionalism for many years. In addition to these many time-consuming tasks, strict quarterly audits are also conducted throughout the company on a regular basis, most of which have met or exceeded industry standards. Therefore, the issue here the company faces is not one of quality, but rather one of efficiency. To date, many of the systems and procedures in place, while affective, are not as streamline or as consistent as they could be. Still others (e.g. audits), although effective, are taking weeks to complete when most similar operations today can finalize internal audits in a matter of days...
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...Built: Medium WORK EXPERIENCE: RAMGO INTERNATIONAL CORPORATION 540 Jennys Avenue, Maybunga Pasig City, Philippines (63 2) 641-6808/642-5828/643-8883 Position: Regional Sales Manager - Mindanao: 05/02/12 to Present a] Agro-chemical and Vegetable seeds sales and marketing planning for Mindanao b] Formulate the go to market, channel and influencer management strategies c] Formulate sales target per Area, Product and Salesperson d] Evaluate and propose the pricing strategy e] Formulate the sales and marketing programs f] Implementation of highly professional Below-The-Line [BTL] activities g] Implementation of quality Pre-Commercial Trail activities g] Accounts receivable management i] Customer service management j] Develop KRA for sales and marketing personnel k] Conduct quarterly and annual performance review l] Safety and QTM implementation SYNGENTA PHILIPPINES, INC. [Merger of Novartis and Zeneca] 12F Two World Square, 22 Upper McKinley Road McKinley Town Center, Fort Bonifacio, 1630 Taguig City Philippines (63 2) 856-9242 to 50 Achievement/s: Y2007 Excellence in Performance Award Y2007 APAC Success Story Finalist [Functional Team Award] Y2006 Sales/Market Expansion Recognition Y2005 Business Development Award Position: Crop/Product Manager: 01/01/10 to 10/31/10 a] Basic demand creation b] Market linkage development c]...
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...grand strategy. Additionally, a strategy or combination of strategies will be recommended for Life Insurance Companyto implement. Value discipline Value discipline is a model created by Michael Treacy and Fred Wiersema that defines three disciplines a company can adhere to as their primary value principle. The three value disciplines include operational excellence, product leadership, and customer intimacy. Customers define value and consider several aspects including a convenience of price, after-sale service, dependability, etc. when defining a value on the product or service. To maintain a leadership in the respective industry businesses have focused on delivering superior customer value in one the three value disciplines; operational excellence, customer intimacy, or product leadership and meeting industry standards in the remaining two (Treacy & Wiersema, 2014). The primary principle value disciple Life Insurance Companyshould focus on delivering superior customer value is operational excellence. Operational excellence includes providing customers with reliable products or services at competitive prices with minimal difficulty or inconvenience. Generic Strategy Generic Strategy is a basic approach to strategic planning and includes the fundamentals of marketing strategies; differentiation strategy, focus strategy, and low cost strategy. Cost leadership involves becoming the low cost producer in its industry and exploiting all sources of cost advantage to achieve and...
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...received, and other relevant data. ____________________________2. A prenumbered document to establish a formal means of recording and controlling acquisitions prepared by a payables clerk for each payment. A vendor’s invoice, receiving report, and purchase order attached to it. ____________________________3. A prenumbered document that originates in the inventory stockroom or an operating department and indicates to the purchasing department that goods should be ordered. ____________________________4. A document that indicates the description and quantity of goods and services received, price, including freight, cash discount terms, and date of billing. ____________________________ 5. A prenumbered document recording the description, quantity, and related information for goods and services the company intends to purchase. This document is frequently used to indicate authorization to procure goods and services. Part II Instruction: Write PABEBE if the misstatement in the Expenditure Cycle: Acquisition, PABIBI if the misstatement in the Expenditure Cycle: Cash Disbursement and PABEBI if it is Both ____________1. Error in recording purchase transaction. ____________2. Duplicate recording of purchases. ____________3. Unrecorded disbursements. ____________4. Inaccurate recording of a purchase or disbursement. ____________5. Late recording of cost of purchases. Part III (Identification) ____________________________1. Recorded acquisitions...
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...Nordstrom leadership does not live up to the espoused values of the organization, the employees become disassociated and will not work to their potential. Nordstrom Inc. has a strong communication and organizational behavior characteristic of the brand. A generation family business, Nordstrom has grown the company into 240 stores, in 31 states with 11 full line stores, 119 Nordstrom Racks, two Jeffery Boutiques, and Treasure & Bond. This paper will review Nordstrom’s mission and organizational behavior and the communication used in their continued success. Nordstrom does not have a mission however they do have a goal. Their number one goal is: to provide outstanding service every day, one customer at a time. Although the company is clearly a leader in the retail industry, they still contend that customer service is something that should be strived continually. Communication is important to any organization and fosters control, motivation, social interaction, emotional expression, and information. Nordstrom uses...
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...aorta * Color flow, echo Doppler diastolic function, and measurements for echocardiogram * Color flow, Doppler, and measurement of CCA, ICA and ECA * Measurements of abdominal aorta Mid Distal and Prox. Sagittal and Transverse views | | Dr. Alaa Abdel-Meguid Echocardiography Trainee May 2007Dec2007/Present * Performing echocardiograms 2-D echocardiography, color flow, echo Doppler, Diastolic Function, M mode and Stress Echo exams for diagnostic purpose alongside lead echo tech Lisa Quick (13 Year experienced technician) * Orientate and prepare patients on procedures, complete all paperwork pertaining to scans performed Med 3000, Tinley Park, Il Collection Specialist/AR Team Lead June 2010-Present * Constantly adapt to changes in a fast-paced work environment while supervising a staff of 16 in Accounts Receivable and Collections * Evaluate patient’s financial status and establishes payment plan payments * Provided immediate supervisor with production reports of all specialist on team and feedback on quality * Maintain strictest confidentiality and adhere to all HIPAA guidelines and regulations * Advise patients of balances, insurance payments and adjustments on accounts * Review explanation of...
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...Number: Customer Number: SARAH LEIS 1127 DIVISION ST UPTON WY 82730 Page: Invoice Number: Billing Date: Mail Date: Service Period: Service Days: 221014461404 1201271557 Previous Balance Payment(s) Balance Forward Current Amount/Charges - DUE 03/02/2016 Total Amount Due 1 201181324558 02/12/2016 02/16/2016 01/14/2016 - 02/10/2016 28 $62.00 ($62.00) $0.00 ($127.40) ($127.40) Last Payment of $62.00 received on 02/12/2016 Security Deposit on Record $0.00 Online Customer Care • Access to your Account is now available via the Internet and Phone. On the Internet, you can change account information, view your consumption history, sign up for recurring electronic payment or electronic-bill (paperless bill) and also view your statement. Go to www.sourcegas.com to sign-up today. Important Information • For your convenience you can pay your bill electronically using a credit card or by automatic withdrawal from your bank account. You can learn more by calling our Customer Care Center or by logging onto www.sourcegas.com. • If you suspect a gas leak, don't wait. Leave the area and from a safe distance call our emergency service number at 1-800-563-0012. Choose your language and press option 1. Correspondence • If you have questions concerning your bill statement, service or delayed payment agreement please call our Customer Care Center at 1-800-563-0012. • Please send all correspondence and legal notices separately to: SourceGas, 655 E. Millsap Road, Suite 104, Fayetteville, AR 72703...
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...Marketing Plan: Final Phase When a company decides to introduce a new service or product they cannot just simply make it. There is much planning that goes on with creating and introducing the new product or service. There is planning, budgeting, a marketing mix, marketing research, and so much more. The following will provide all the phases Allen’s Foods had to develop in order to create and introduce their new home delivery service. Organization Overview Allen’s Foods is a local small town grocery store located in the retirement town of Bella Vista, AR, and was established in June of 1999. Although, it has not been around nearly as long as some of the big chain grocery stores they have still won the hearts of many local customers. Allen’s Foods is a full service grocery store that includes an on site butcher to freshly cut any meat a customer wants, fresh produce from regional and local growers, gourmet foods, specialty foods, and natural and organic foods (Facebook, 2013). The staff is very friendly, and Allen’s Foods has something big chains do not have; they carry your groceries to your car and load them up for the customers. The one thing they do not provide in their full service grocery store is grocery delivery. Many of the retired and elderly community are extremely busy or too old to have to go grocery shopping every time they need food, so on occasion, they would like to have (or need it) their groceries delivered directly to their homes. The community agrees it...
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...Leading Org. Culture & Change Case 4: Alto Chemicals Europe (AR) 1. At the time of Graaff’s appointment, how good a job do you think the sales force was doing? The ACE’s headquarters organization was by product group and the subsidiaries was by function. The interaction could be best described as a matrix relationship. In that case there was a dual sources of influence on product and subsidiary management. Stabilizers had experienced an annual growth rate averaging less than 3% during the 1980s. They were considered as a matured industry as all potential applications have already been discovered and no rapid growth was expected. To enter the market, the company tried to convert customers from Barium to Tin (the company’s variety of stabilizer) with initial discounts of 2 – 3% below Barium prices and a better product performance. The entry strategy placed its sales attention on the segments for which price played a relatively significant role. Producers to whom the cost ratio of stabilizers was high. ACE was not the sole supplier of Tin in the market, but for the others it accounted for a minor share of their stabilizer sales. Tin stabilizers were sold through a specialized sales force in all the subsidiaries. They were compensated primarily on a fixed salary and they were able to manage their sales quota through few large clients by offering them discounts. There was Conflict among subsidiaries. Selling was too price oriented which led to the underutilization of sales...
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...Furthermore, first movers tend to create a large and lasting impression on customers and develop strong brand recognition (Boulding & Christen, 2001). On the one side, services are generally characterized as being higher in experience and credence qualities than products, which increases the risk in their purchase. Therefore, customers rely more on word of mouth rather than advertising. While customers that purchase goods get something tangible in exchange of their money, service purchases do usually not result in ownership of something physical. Because of that intangibility, services do generally not attract customer’s attention that easily and the appreciation of the services is harder to evaluate for the customer than in the case of purchasing goods (Kotler & Keller, 2012). For that reason, I would argue that service companies have a lesser advantage of being the first mover in a market compared to manufacturing companies, since the customer appreciation of purchasing goods is easier than in the case of purchasing services. This makes services generally less recognizable and harder to evaluate for customers, even if the company providing the service was the first mover in the market. 2. Service companies need to understand how to achieve global customer satisfaction. First of all they should set a special focus on creating a globally uniform corporate identity and corporate image. Moreover, service companies must ensure to implement a worldwide...
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...company. Lens Crafters has always been focused on providing better vision health for the customers who visit their stores (Lens Crafter 1983). But not everyone has access to vision care. Since 1988, Lens Crafters has supported One Sight, an independent nonprofit; in helping provide quality eye care and eyewear to underserved communities worldwide (Lens crafter 1988). Lens Crafters continually invests in new technologies to improve care for your eyes, customize your prescription, and help select the right frames for you. Associates at Lens Crafters are trained to provide you with personalized eye health service throughout your experience (Lens Crafter 1983). There love of eyes and higher standard of quality have made Lens Crafters a leader in vision care for over 30 years. Lens Crafter Operations Strategy Strategy is considered as the general view or perspective that the organization follows so as to do its operations and to attain competitive edge in the market (lens crafter history). The strategy takes into consideration the purpose, goals and objective of the organization (les crafter history.) Lens crafters have stood themselves out as unique providers for services above their competitors by providing fast processing time (Lens crafter Inc.). For example, some of their strengths are based on their fast service, ‘glasses in one-hour’ and their large range of different brands. Therefore, customers can be in and out in an hour...
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