scholarly journals A case study on the impact of scrum on overtime and customer satisfaction

2006 ◽  
Author(s):  
C. Mann ◽  
F. Maurer
Keyword(s):  
Customer Satisfaction ◽  
The Impact

scholarly journals Why relational marketing impacts on bank's customer satisfaction?

2019 ◽  
Vol 12 (1) ◽  
pp. 43
Author(s):  
Dedy Ansari Harahap ◽  
Dita Amanah ◽  
Rubayah Yakob
Keyword(s):  
Customer Satisfaction ◽  
Research Method ◽  
Sampling Method ◽  
Likert Scale ◽  
Probability Sampling ◽  
Postgraduate Students ◽  
Regression Methods ◽  
Relational Marketing ◽  
The Impact

This study examines the impact of relational marketing to customer satisfaction with the case study on Postgraduate Students at Universitas Pendidikan Indonesia who become the customer of Bank BNI Setiabudhi, Bandung. The study aims to determine the impact of relational marketing’s variables such as the level of commitment, empathy, reciprocity and trust to customer satisfaction. The research method is an explanatory research with probability sampling as the sampling method. There are 110 samples that collected through questionnaire. The samples are randomly selected and measured by Likert scale. Furthermore, the data is analyzed  with Multiple Linier Regression methods. The result of study implies that the variables of relational marketing impact positively to the level of customer satisfaction. The dimension of “trust” gives the strongest effect on customer satisfaction and the dimension of “empathy” gives the weakest effect on customer satisfaction.

Concentra BPO

2014 ◽  
pp. 195-199
Author(s):  
Shreya Dhingra
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Retention ◽  
Small Company ◽  
Contact Center ◽  
The Impact ◽  
A Company

This case study is about “Concentra”, started by an entrepreneur along with his wife and colleagues who were later the part of the management. They started by providing BPO for financial services, contact center services, loyalty and customer retention. They started from a small company with limited manpower but grow up into big company spreading in many countries in lesser span of time. As the BPO expands, the management came across many problems in the company. One of the main problems which they came across was the employee dissatisfaction which resulted into lower customer satisfaction. The impact was so bad that they started loosing their customers and their business. This case study explains how a company can increase customer’s satisfaction just by understanding and treating their employees as the first customers of the organization to be served.

scholarly journals Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

2015 ◽  
Vol 16 (3) ◽  
pp. 280-289 ◽  
Author(s):  
Chi Phan ◽  
Phong Nham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Market Place ◽  
Quality Performance ◽  
Automated Teller Machine ◽  
The Impact

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

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