scholarly journals Effects of Customer Complaint Management Quality on Business Performance in Service Businesses

2018 ◽  
Vol 32 (2) ◽  
Author(s):  
Sureyya Bengul ◽  
Cengiz Yilmaz
Keyword(s):  
Business Performance ◽  
Complaint Management ◽  
Customer Complaint ◽  
Management Quality ◽  
Service Businesses

The Links between the Companies Market Price Quality and that of its Management and Business Quality: A System Panel Data Approach

GIS Business ◽  
2016 ◽  
Vol 11 (6) ◽  
pp. 28-38
Author(s):  
Dinis Daniel Santos ◽  
Elias Soukiazis
Keyword(s):  
Panel Data ◽  
Business Performance ◽  
Market Price ◽  
Equation System ◽  
Simultaneous Equation ◽  
System Equation ◽  
Simultaneous Equation System ◽  
Management Quality ◽  
The Relationship

This work uses a simultaneous equation system approach to analyze the relationship between the management and business quality of companies and their market price quality. Using panel data we found that both the management and the business quality of companies positively influence the market price quality of the studied American companies. Additionally, variables like the actual position of the company price quality compared to the industry average, being on the top or the bottom, or the beta value of a company, also influence the market price quality of the respective company. It is shown that the system equation approach is the most appropriate to explain the linkages between price, business, and management quality providing consistent estimates. Also, using ratings to express the three core variables in the system is the most adequate way to define the quality characteristics in terms of price, management, and business performance of the companies considered in this study.

A Study on Relationships Among Software Engineering Capabilities in Japan Using Panel Analysis

2013 ◽  
pp. 180-192
Author(s):  
Yasuo Kadono
Keyword(s):  
Quality Assurance ◽  
Project Management ◽  
Software Engineering ◽  
Research And Development ◽  
Business Performance ◽  
Social Research ◽  
Positive Influence ◽  
Panel Analysis ◽  
Management Quality ◽  
Assurance Process

To understand how software engineering capabilities relate to IT vendors’ business performance and business environment, the author designed social research on software engineering excellence (SEE) and administered it in 2005, 2006 and 2007 with the Japanese Ministry of Economy, Trade and Industry. The author measured the SEE survey results with regard to seven factors including service science characteristics: deliverables, project management, quality assurance, process improvement, research and development, human development, and contact with customers. This paper integrates 233 responses to the SEE surveys into a new database and identified 151 unique IT firms. Based on the results of the panel analysis, most SEE factors for a year had significant positive influences on the same factors the next year. Three paths existed to improving the level of deliverables through project management, quality assurance and research and development. Some SEE factors had significant positive influence on different factors in the following year diagonally. Some negative paths existed, implying that effort put toward a particular factor did not pay off during the research. These efforts may have longer-term effects on other SEE factors. In comparison to the overall structure, stratified analysis on the relationships among the seven factors suggested that year-to-year relationships of the independent vendors tend to be strengthened due to enhancement of series correlation.

An Integrated Fuzzy Cognitive Map Approach in Modelling Factors of Management Quality in Banking Performance

2018 ◽  
Vol 21 (3) ◽  
pp. 763-779
Author(s):  
Debmallya Chatterjee ◽  
Amol S. Dhaigude
Keyword(s):  
Internal Control ◽  
Business Performance ◽  
Cognitive Map ◽  
Capital Adequacy ◽  
Influential Factor ◽  
Fuzzy Cognitive Map ◽  
Employee Morale ◽  
Management Quality ◽  
Dynamic Setting ◽  
Asset Quality

Based on the literature review and interviews with experts, this study identifies 11 factors that can effectively capture the management quality dimension of the capital adequacy, asset quality, management quality, earnings, liquidity and sensitivity to market risk (CAMELS) framework in evaluating the performance of banking institutions. It further models these factors using the integrated fuzzy cognitive map (FCM) and Matrice d’Impacts Croisés Multiplication Appliquée a UN Classement (MICMAC) approach. A scenario analysis is then conducted on the proposed model to study the interrelationships between these factors in a dynamic setting. The results suggest that of all the 11 factors identified, the ‘internal control system’ is the most influential factor in determining management soundness, whereas ‘business per employee’ is the most sensitive in which any impact on employee morale could impact business performance. The managerial and practical implications of our study are also discussed.

scholarly journals PERANAN INOVASI SEBAGAI MEDIATOR PADA KINERJA USAHA CAFÉ

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Michael Christian
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Customer Orientation ◽  
Food Service ◽  
Research Data ◽  
Service Market ◽  
The Third ◽  
Equation Modelling ◽  
Service Businesses ◽  
The Impact

<p><em>Research data shows that in the Southeast Asian region, Indonesia is the largest country in terms of the foodservice market with sales figures increasing from 2010-2014. This indicates that even though this trend was followed by the "loss of time" of food service businesses in Indonesia, the food service market still has markets and enthusiasts who are always there. Cafes in the Indonesian food service market increased from a compound year growth rate (CAGR) of 9.4% in sales from 2010 to 2014, reaching US $ 3.6 billion in 2014, and are expected to continue to increase sales value at 9 CAGR, 7% from 2015 to 2019. Sales in café businesses are second in the food service subsector in Indonesia. This explains that there is a large enough market for business opportunities especially when looking at the number of outlets and the number of existing transactions. The development of information technology cannot be separated in the formation of a new concept of business marketing and sales in the form of cafes. This study aims to analyse the impact of innovation as a mediator on cafe business performance and other factors that influence business performance. This study uses Partial L</em><em> </em><em>east Square - Structural Equation Modelling (SEM) using SMART PLS 3.0. The results of this study explain that the business performance of cafes in the Central Jakarta area is influenced by Customer Orientation. Furthermore, the café business performance in the Central Jakarta area is influenced by Innovation. The third thing is that innovation is influenced by customer orientation factors. Furthermore, the fourth conclusion is that the business performance of cafes in the Central Jakarta area is influenced by customer orientation which is mediated by the Innovation factor.</em></p><p><strong><em>Keywords:</em></strong><em> business performance, customer orientation, innovation</em></p>

Towards Effectiveness and Transparency in E-Business Transactions

2009 ◽  
pp. 127-149 ◽  
Author(s):  
Mustafa Jarrar
Keyword(s):  
Central European ◽  
Complaint Management ◽  
Ontological Commitments ◽  
Customer Complaint ◽  
Business Transactions ◽  
Or Groups ◽  
Funded Project ◽  
Business Regulations ◽  
Methodological Principles

This chapter presents an ontology for customer complaint management, which has been developed in the CCFORM project. CCFORM is an EU funded project (IST-2001-38248) with the aim of studying the foundation of a central European customer complaint portal. The idea is that any consumer can register a complaint against any party about any problem, at one portal. This portal should: support 11 languages, be sensitive to cross-border business regulations, dynamic, and can be extended by companies. To manage this dynamicity and to control companies’ extensions, a customer complaint ontology (CContology) has to be built to underpin the CC portal. In other words, the complaint forms are generated based on the ontology. The CContology comprises classifications of complaint problems, complaint resolutions, complaining parties, complaint-recipients, ‘’best-practices’’, rules of complaint, etc. The main uses of this ontology are (1) to enable consistent implementation (and interoperation) of all software complaint management mechanisms based on a shared background vocabulary, which can be used by many stakeholders. (2) to play the role of a domain ontology that encompasses the core complaining elements and that can be extended by either individual or groups of firms; and (3) to generate CC-forms based on the ontological commitments and to enforce the validity (and/or integrity) of their population. At the end of this chapter, we outline our experience in applying the methodological principles (Double-Articulation and Modularization) and the tool (DogmaModeler) that we used in developing the CContology.

Manufacturing Excellence Approach to Business Performance Model

2015 ◽  
Vol 10 (1) ◽  
Author(s):  
Jesus Cruz Alvarez ◽  
Carlos Monge Perry
Keyword(s):  
Quality Control ◽  
Total Quality Management ◽  
Six Sigma ◽  
Lean Manufacturing ◽  
Quality Function Deployment ◽  
Business Performance ◽  
Performance Model ◽  
Theoretical Research ◽  
Total Quality ◽  
Management Quality

Six Sigma, lean manufacturing, total quality management, quality control, and quality function deployment are the fundamental set of tools to enhance productivity in organizations. There is some research that outlines the benefit of each tool into a particular context of firm´s productivity, but not into a broader context of firm´s competitiveness that is achieved thru business performance. The aim of this theoretical research paper is to contribute to this mean and propose a manufacturing excellence approach that links productivity tools into a broader context of business performance.

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