Literature Review Definition. As this is a less common academic writing type, students often ask: “What is a literature review?” According to the definition, a literature review is a body of work that explores various publications within a specific subject area, and sometimes within a set timeframe satisfaction, should ensure that monitoring of customer satisfaction is ongoing and continuous Summary There are a lot of methods for measuring customer satisfaction, but t he same satisfaction is CUSTOMER SATISFACTION AND CONSUMER LOYALTY 5 include definitions, instrumentation, sampling, data collection, hypotheses, discussion of the data, conclusion as well as the references of the study. Literature Review “Regarding the competitive environment, there is a need for banks to plan their strategies that will differentiate them from another
OPERATIONAL MANAGEMENT AND CUSTOMER SATISFACTION – The WritePass Journal : The WritePass Journal
The ultimate objective of most business to customer B2C organizations today is to increase on their productivity and revenues through system simplification, organizational potential and incremental improvements. Customer satisfaction is key to achieving this objective. With the continuously tighter global market competition, it has become a necessity for most organizations to focus on their operations in order to increase on their profitability and gain market leadership Nice group, Customer service has thus become the main priority for these organizations to retain their market share and increase on their profitability.
Operational management plays a key role in ensuring this customer satisfaction. This analysis thus seeks to examine the effectiveness of operational management in ensuring customer satisfaction within a customer facing B2C organization. An in depth case study of Tesco will be used to obtain the relevant data for this analysis, literature review about customer satisfaction. A multi-method strategy will thus be employed involving a quantitative survey through mailed questionnaires to the subordinate employees and semi-structured interviewing of senior managers within Tesco PLC.
The interview scripts and survey questionnaires will then be analysed using thematic coding. Finally, conclusion will be drawn based on the findings obtained.
In order for business organizations to keep abreast with rapid technological changes and globalization impact, these leading edge organizations, literature review about customer satisfaction, both public and private, must have the ability to deal with the dynamic changes. Operational management leads the way for these business organizations to achieve their goals with minimum efforts.
Operation management is that aspect of business the handles the production and service systems Johnston et al It is concerned with activities producing goods or involved in the delivery of services required by customers Johnston et al A commonly held misconception is that operation management involves only the manufacturing activities.
It should however be noted that services are increasingly important and their contribution to the national economy far outstrips that of the manufacturing. It thus applies to manufacturing industries, nonprofit organizations and service industries. Often, the main activities of operations management are production, product development and distribution.
Related activities include inventory control, managing purchases, logistics, supply chain management, quality control, storage and evaluation processes Johnston et al The focus is mainly on maximizing resources, increasing efficiency and most importantly, ensuring customer satisfaction. Therefore, OM often includes substantial literature review about customer satisfaction and analysis of the internal processes. Ultimately, successful operations management is the key literature review about customer satisfaction ensuring customer satisfaction by creating more value than the competition.
This proposal thus seeks to examine the effectiveness of operational management in achieving better customer satisfaction within a customer facing B2C organisation. The ultimate objective of most business to customer B2C organizations literature review about customer satisfaction is to increase on their productivity and revenues through system simplification, organizational potential and incremental improvements Nice group, Customer satisfaction is thus key to achieving this objectivity.
However, most B2C organizations are currently encountering a necessity to respond to the rapidly changing customer preference, needs, tastes and desires Nice group, Stiff competition coupled with increasingly changing customer needs has proven to be the endless driver of organizational performance improvement Nice group, For these organizations to remain competitive and retain a larger market share in the global market, efficient management of the operating systems, including both the human resources and material management, must be made a priority.
The literature review about customer satisfaction purpose of this analysis is to examine the efficiency of operational management in ensuring customer satisfaction within a customer facing a B2C organisation, literature review about customer satisfaction.
For this purpose, we selected a case study of Tesco PLC to obtain the relevant data for this analysis. Tesco PLC belongs to the retail industry and their principal products mainly include groceries, Consumer goods, telecoms and financial services Datamonitor Europe, Tesco is one of the largest British retailers in terms of the global sales and domestic market share, literature review about customer satisfaction.
It has over stores and employs more thanpeople Datamonitor Europe, Operational management plays a key role to attaining the primary objectives of Tesco. Whether the current operation objective is to increase on profitability or to improve on customer service, the way in which Tesco utilises its resources have significant impact. As a consequence, there have been an increasing number of innovative developments in operations management in Tesco. Tesco recognizes the human elements as a value adding factor; hence the company has heavily invested in continuous professional development of its workforce Austin, The plausibility of its operation strategies is also evident through its localizing and multi-formatting efforts to reach the global market Austin, The discounter approach has also been useful in establishing strong customer relationships Nice group, For its inbound logistics, Literature review about customer satisfaction has maintained a healthy relationships with its suppliers by importing own and unique systems Nice group, Also, for the outbound logistics, the company treats its each market as unique and implements a different approach in order to leverage on customer intelligence on its clubcard Datamonitor Europe, literature review about customer satisfaction, The procurement and distribution of produce are closely monitored and deliveries made through truck fleets Nice group, Further, the company keeps track on goods purchased and products likely to be bought in future hence making Tesco as one of the largest databases worldwide.
For its supply chain management, Tesco introduced lean management solutions. The company adopted path breaking techniques and systems like point of sales data, continuous replenishment, primary distribution and the RFID technology in order to increase on the efficiency of its supply chain Austin, Through its effective supply chain management, Tesco has emerged as a market leader in the retailing industry in UK Austin, Clearly, Tesco represents a successful organisation with efficient operational management.
It should however be noted that the current expansion of its retail market into Europe and Asian markets have direct implications on operational management Nice group, Nonetheless, employing an in depth case study of Tesco, in examining the effectiveness of operational management in ensuring customer satisfaction, meets the objectives of this analysis. The primary goal of this analysis is literature review about customer satisfaction examine the effectiveness of operational management in achieving better customer satisfaction within a customer facing B2C organization.
Specifically, the research would like to accomplish the following objectives:. Over the past decade the focus of most prior research has shifted significantly but has concentrated predominantly on operations management within B2C organizations, literature review about customer satisfaction.
A number of key studies are cited repeatedly in extant literature. Reference to these studies shall be made in this section as most of their contributions still apply to organizational practices today. Also supporting literature review, literature review about customer satisfaction, information for this research will be drawn from various publications and academic journals such as Academy of Management Review and Journal of Operations Management. Research into operational management has long been a subject of debate in the public discourse Flynn et al Bufa noted that we had become experts at defining problems of narrow scope, evaluating the results using a single criterion and building models to represent them.
He noted that attention was literature review about customer satisfaction given to the problems facing practitioners; hence Bufa called for an operation management research agenda related to the real world. He suggested that results from research into operations management be made understandable and acceptable to practitioners.
Buffa further called for continued research in strategic issues such as planning and control, technology, and location analysis among others. Subsequently, Buffa identified capacity planning, positioning and quality control as critical issues that must be addressed by service systems. While surveying four periodicals namely: Management Science, Decision Sciences, International Journal of Production Research and AIIE Transactions; Chase developed a framework with two dimensions, literature review about customer satisfaction, research orientation and research emphasis, to classify operation management research.
He observed that most research in operational management OM was not integrative and focused on micro problems. His survey of published articles on OM showed that among the most popular areas for research were work measurement and inventory control.
Research in service systems dealt exclusively with micro issues of staff scheduling. Unlike Buffathis agenda was based on opinions drawn from a panel of practitioners and researchers, literature review about customer satisfaction. Graham and Miller called for OM research in four main areas: service literature review about customer satisfaction, operations control, operations policy and literature review about customer satisfaction and technology.
Graham and Miller recommended the use of case studies and empirical methods to augment traditional methodologies of simulation and modeling, literature review about customer satisfaction. The increase is due to improved frequency among journal articles. The current research in quality has taken a more organizational focus unlike the statistical focus noted by Chase Further, literature review about customer satisfaction, the concept of operational management has revolutionized beyond just the internal production and manufacturing, literature review about customer satisfaction.
According to Nernesianoperations management is a process that deals with the transformation of raw inputs- materials, labour or capital- into useful goods and services. While this may be true, there is a whole lot dimensions to the operation management arena. However, the main objective of operational management in any organization remains to maximize on resources and improve on customer satisfaction. Customer service is therefore, key to operational management.
Slack et al defines operation strategy as the total pattern of decisions which shape the long term capabilities of any operation and their contribution to the overall strategy. Slack et al asserts that the objectives of operation management relate to stakeholders interest. In this regard, customer satisfaction is of particular importance to Tesco PLC.
As Slack et al points out, quality is vital for every operation within a B2C organization since it is an important aspect of customer satisfaction. Hence for a grocery retailer like Tesco, quality could mean literature review about customer satisfaction stores are clean and tidy, stores are in good condition, literature review about customer satisfaction, staff is friendly, courteous and helpful, and décor is appropriate and attractive.
In this regard, Tesco hired staff to be placed into the stores and distribution centers so as to improve on availability and services hence increasing customer satisfaction Austin, Additionally, Tesco launched a clubcard which contains customer information hence enabling it to better understand its customers Austin, There has been a proliferation of empirical research in the area of operations management.
Renowned operation management scholars have attempted to focus and direct OM research towards areas of importance and relevance to industry Wacker, Clearly, this review has identified that whilst there is an extensive body of publications into operational management, relatively few rigorous and systematic studies have examined the effect of operational management in customer satisfaction.
To develop an efficient operation management, emphasis should be placed on systems approach which stresses on the techniques, concepts and policies essential for effective and economical design, control of manpower, materials, facilities, capital and informational inputs of an organization Johnston et al To guide our research on operational management we will develop the following preposition:.
To identify the effectiveness of operational management, one should focus on productivity tools such as Manufacturing Resource Planning, Total Quality Control, Simulation and Animation of Production Operations, Just in Time Techniques, Optimized Production Techniques and Decision Support Systems Johnston et al The study will adapt an intepretivist research philosophy which is characterized by high degree of subjectivity.
Intepretivism takes an ideographic approach to the study and literature review about customer satisfaction a more detailed and rigorous analysis Swamidass, This particular philosophical approach has been chosen as it allows the researcher to not only observe and learn, but to also actively engage in the discussion on the effectiveness of operational management in ensuring customer satisfaction.
There are generally two major research paradigms often employed in data collection and analysis namely: qualitative and quantitative approaches. On literature review about customer satisfaction contrary, qualitative approaches are non-numerical and focus on gathering mainly verbal data Stuart et al The qualitative paradigm is based on a constructivist principle: the belief that reality is socially and subjectively constructed Stuart et al When looking at qualitative versus quantitative methods of data collection, it is obvious that there are advantages and disadvantages associated with each methodology.
In order to capitalize on the strengths of both approaches and offset on their limitations, a multi method strategy will be employed by the researcher in collecting primary data.
It involves using more than one method but restricted to the methods selected from one world view. There is need for an integration of the original individual study through primary research with an existing knowledge and previous research.
Therefore both primary and secondary data will be employed in data collection.
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satisfaction, should ensure that monitoring of customer satisfaction is ongoing and continuous Summary There are a lot of methods for measuring customer satisfaction, but t he same satisfaction is It covers customer satisfaction concepts, theories and models, service quality concepts and models and customer behavioural intentions referral concepts and models. Definition of Service Services are deeds, performances and processes provided or coproduced by one entity or person for and with another entity or person (Zeithaml et al, ) From the research of my project by filling the questionnaire I got so many findings regarding the customer satisfaction towards the KFC services provided. Most of the customers are highly satisfied with the ambience of the KFC They love to spend timings there. Visit to the KFC for the Nonveg. Person is quite often as compare to the Veg person
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