A Case Study in Creative Approaches to Customer Satisfaction Surveys Background The Washington Suburban Sanitary Commission (the Commission or WSSC) is a bi-county agency in Maryland established to provide water supply and wastewater treatment services for approximately 1.7 million people in Montgomery and Prince George’s Counties. WSSC has a service area of almost 1‚000 square miles‚ and serves about 430‚000 accounts. Ascellon’s work on this project was guided by three critical objectives that
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Jeon and Choi (2012) conducted an empirical study to examine whether or not there is a relationship between employee satisfaction and customer satisfaction. Due to previous studies conducted in the relationship between employees and customers‚ the authors felt that the use of indirect surveys provided inconclusive results. The main focus of this study is to determine whether or not the relationship betrween employee satisfaction and customer satisfaction is bilateral or unilateral. The authors argued
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1.1Customer Satisfaction What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who: •Has a direct relationship with‚ or is directly affected by your agency and •Receives or relies on one or more of your agency’s services
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I. Statement of the Problem “How will Hyundai manage to change the Consumer’s image regarding their products as budget brand?” II. Objectives • General Objective To examine and further deepen our understanding with to regards to the problem of Hyundai as they accelerates new image marketing. • Specific Objective To provide and present diverse alternative courses of action concerning the crisis noticed. To persist on a case by case basis the different Strength‚ Weakness‚ Opportunities
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INTRODUCTION Customers are becoming ever more demanding‚ and in most markets they have more options to choose from than ever before. . A customer is a person who becomes accustomed to buying from you. Without a strong track record of contact and repeat purchase‚ this person is NOT your customer; he is a buyer. A true customer is grown over time. The satisfaction a customer gets from the consumption of an organization’s product or service pre-empts his or her subsequent decisions on the same products
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DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura‚ 2001). 2. Furthermore‚ the satisfied customers will probably talk to others about their good experiences. This fact‚ especially in the Middle Eastern cultures‚ where the social life has been shaped in a way that social communication with other people enhances the society‚ is more important (Jamal & Naser‚ 2002). 3. Customer satisfaction leads to repeat
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HISTORICAL DEVELOPMENTS OF KOREAN CAPITALISM The Hyundai Business Group‚ 1940s-1990s SCHOOL OF INDUSTRIAL RELATIONS AND ORGANISATIONAL BEHAVIOUR WORKING PAPER SERIES ISSN 1325-8028 November 1997 115 HISTORICAL DEVELOPMENTS OF KOREAN CAPITALISM The Hyundai Business Group‚ 1940s-1990s1 Seung-Ho Kwon Abstract The chaebol‚ family-controlled conglomerates‚ which now dominate the South Korean economy constitute a unique type of business enterprise in the development worldwide of capitalist
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Active Media‚ 2004). With strong design policy supervised by ‘HC Design Lab’‚ the font is applied to all visual channels in the coherent manner for visual integration (Total Active Media‚ 2004). This reflects philosophy and culture of HC to not only customers but also employees to make strong corporate identity. Figure 1: Typeface ‘You and I’ (Source: Total Active Media‚ online‚ 2004) 1 DM5554 Strategic Design Management Functional Integration by card design Consumers are seeking
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Improve Customer Satisfaction Running Head: Improve the Customer Satisfaction Improving the Customer Satisfaction in Hospitality Industry Zhang Hexin Tianjin University of Commerce TUC-FIU Cooperative School HFT3453 Lodging Operations Control Professor: Tao wei Date: April 14‚ 2012 2 Improve Customer Satisfaction Abstract This research paper aims to give the clearly definition of the customer satisfaction and give the substantial strategies to improve the customer satisfaction. From the
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Assessment Tool 1 - Case Studies 1-4 Case Study 1 - Zenith Software Company’s new team Zenith Software Company (ZSC) develops and distributes accounting software applications. The products have proven to be very popular with small businesses. The new Marketing Director‚ Rob‚ recently discovered customer satisfaction had diminished significantly. She discovered that her predecessor had focused entirely on short term profits and sales volume‚ unfortunately ignoring customer queries and their problems
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