ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION‚ AND ITS INFLUENCE ON CUSTOMER LOYALTY. (Passengers Survey of Domestic Full Service Airlines Company “Garuda Indonesia” in Indonesia) Mohamad Rizan Management Department of Economics Faculty‚ State University of Jakarta‚ Indonesia dr_rizan@yahoo.com ABSTRACT The aims of research are : 1) Analyzing service quality‚ customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia‚ and 2) Testing
Premium Airline
3M Optical System Managing Corporate Entrepreneurship Andy Wong ( manager of the OS business unit): how managing the formal approval process of the Authorisation for Expenditure – minimizing the risk of kill ideas- presented by his team? Informal channels: seeking support from mentors higher in the organization but this option has to be used carefully and not often. Restructure the project: carrying on within the unit. Paul Gueheler (vice president of SSSD) is worried about OSunit. His
Premium Management Marketing
Assignment (Case Study – 3M optical systems) 1． Consideration from the point of view of Andy Wong First of all‚ if I were Andy Wong‚ I would approve the expenditure plan in order to challenge the latest computer privacy screens again. That is why there are mainly three reasons. (1) First‚ I think we have some advantages to succeed in this new market. For example‚ we have two strong distribution channels‚ like COSD and DSMD. Or we can utilize various specialists who work for 3M and have variety of technical
Free Economics Management Risk
Innovation at 3M Corp. : How can it be replicated? Introduction: 3M Corp. is one of the most successful global companies in the world‚ which famous at being innovative in its cultures and company growth. As heard‚ 3M Corp. currently manufactures more than 50 thousand different products. So we now focus on how innovation in 3M‚ including working culture and people management‚ etc. can be replicated and benefits different areas in our daily applications. In 3M Corp.‚ Uses of 3 types of Innovation:
Premium Innovation
Journal Article Review – Methodology We now move on to a discussion methodology‚ and the approach evident in the journal article. Methodology can be defined as the analysis of the principles or procedures of inquiry in a particular field. A methodology is a construct of the source and audience for which they are intended. For this reason‚ in an attempt to gain a better understanding of the methodologies adopted by the author‚ one must first understand the author‚ source and intended audience.
Premium Scientific method Writing Critical thinking
Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
Premium Customer service Sales Customer
the organizational structures and devices 3M uses to encourage entrepreneurial activity. Why do they work? 3M heavily based its business on innovation and while doing this it always supported its employees in terms of being innovative. 3M also always followed the alternative ways in order to increase their profit and market share‚ and they found that one of the best ways is through organizational innovation. Therefore‚ in order to improve their business 3M developed 6 different strategies over its
Premium Innovation
the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
Premium Customer Customer service Good
Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
Premium Service Customer service Perception
Raw Materials for 3M Super 77 Multipurpose Spray Adhesive In the wake of mass production‚ which started in the late eighteenth century as a result of the industrial revolution‚ consumerism has been on the rise in exponential terms. The high demands that human civilization puts on earth’s resources stems from consumerism‚ and as a society it is important to take a moment and think about the impacts each and every one of our material goods has. This impact can be traced within the lifecycle of a product;
Premium Industrial Revolution Factory Steam engine