Improvement of service offering connected to customer satisfaction in the power electronics field

• Autorzy: Koskinen J. , Sahebi D. , Nikookar H. , Zhan W.
• Języki publikacji: EN

Abstrakty

EN

This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs. Through empirical approach and related enterprises investigation, based on employees’ perspective and end-user’ perspective, it designs a questionnaire system to collect data. In a case company, totally 31 interviews were made from 18 subsidiaries and 13 from end customers. Finally, we use statistical analysis to analysis the collection data and draw a conclusion. The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements. Throughout the body of the research, we can observe that there are significant differences between the internal and external customers perspective. These differences should be taken into consideration when the service improvement is the main objective. This research helps manufacturing firms to improve their value added services in addition to operating closer to their global customers.

Słowa kluczowe

EN

customer satisfaction; industrial service offering; services quality improvement; dynamic capabilities

• Wydawca: Production Engineering Committee of the Polish Academy of Sciences ; Polish Association for Production Management
• Czasopismo: Management and Production Engineering Review
• Rocznik: 2013
• Tom: Vol. 4, No. 2
• Strony: 70--77
• Opis fizyczny: Bibliogr. 24 poz., rys., tab., wykr.

Twórcy

autor

Koskinen J.

• Department of Production, Faculty of Technology, University of Vaasa, P.O. Box 700, FI-65101, Vaasa Finland, phone: [phone]

autor

Sahebi D.

• University of Vaasa, Department of Production/Industrial management, Finland

autor

Nikookar H.

• University of Vaasa, Department of Production/Industrial management, Finland

autor

Zhan W.

• The Key Laboratory of Contemporary Design and Integrated Manufacturing Technology, Ministry of Education, Northwestern Polytechnical University, China

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