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role of customer satisfaction and service quality
service quality and customer satisfaction
what is the relationship between customer satisfaction and customer loyalty
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Introduction
In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and business profitability; discuss whether service organizations should seek to minimize queuing.
Relationships
Although researchers suggest that queuing is one of the ways to help managers ration demand in insufficient capacity businesses, customers do not like to wait to be served (Taylor, 1994). The major reason is that queuing is time consuming and brings negative experience most time. For example, a research (Pillay, et al., 2011) shown that 82% of total visit time that patients spent at the clinic was in waiting in Hong Kong public hospitals, patients’ benefits were damaged by the delayed waiting time, as time is a valuable. Additionally, patients became anxious, because they felt uncertain about how long they have to wait. What is even worse, the patient’s health status did not be improved during waiting that suffering was prolonged (Siciliani, Stanciole & Jacobs, 2009). Queuing experience might differ between different industries, from individual to individual, and even by situation fo...
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...24(7), pp. 506-522
Siciliani, L., Stanciolec, A., Jacobs, R., (2009). Do waiting times reduce hospital costs?, Journal of Health Economics, Vol. 28(4), pp. 771-780.
Spinelli, M.A. & Canavos, G.C., (2000). Investigating the relationship between employee satisfaction and guest satisfaction. Cornel Hotel and Restaurant Administration Quarterly, Vol. 41, pp. 29–33.
Taylor, S., (1994), Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, Vol. 58(2), pp. 56-69.
TOA Technologies, (2010). 2010 Cost of Waiting Survey. [Available on]:
http://toatech.com/costofwaiting/documents/TOA-Cost-of-waiting-3countries.pdf [Accessed on 20th Feb 2012]
Veeraraghavan, S. & Debo, L., (2009), Joining Longer Queues: Information Externalities in Queue Choice. Manufacturing & Service Operations Management, Vol. 11(4), pp. 543–562.
Because of the lack of organization with the health care providers in Canada, the wait times are too long and can cause serious complications to any condition the patient went in for in the first place. This situation of how the health care system can resolve wait times was brought to the government but they continue to ignore the proposals brought to them. It is possible to resolve the problems of wait times without extreme change and expenses in the health care system. The solution is to be found in the reorganization of the health care providers. Lack of assistance in the emergency room can make ones illness to become worse, therefore, causes the patient to be forced to wait in emergency rooms for an extended period of time and when they are finally seen by a health care provider, the outcome is very poor due to lack of registered staff, physicians and proper assessment(Goldman & Macpherson, 2005, p.40). The objective of this paper is to discuss and critically analyze the conditions of emergency waiting rooms. The specific issue this paper intends to explore is extensive and prolonged waiting times for patients accessing health care, patients who need urgent treatment and the vulnerability of elderly patients and children. With an in-depth critique of the barriers to health care and shortcomings of emergency rooms, strategies will be provided to enhance a health care system that makes it more accessible and efficient.
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
Often an emergency room visit has wait times that are past what is expected. An influx of patients into an emergency room that are “less acutely ill”, increases the wait time for others that are extremely sick or injured (“Healthy People 2020, 2017). When care is not rendered in a timely manner the perceived satisfaction and quality of care is lowered, as well as individuals that have a need of immediate care may leave before receiving it (“Healthy People 2020, 2017). An associated factor in the access to care results from the lack of healthcare workers. Incentives have been made available for physicians to improve the quality and timeliness of their appointments, physicians to join primary care instead of specialties, and for some to provide healthcare in rural areas. Yet, with the limited healthcare workforce patients are left waiting long periods of time for
Patient waiting times and waiting-room congestion in outpatient settings are two challenges facing the healthcare industry. Survey results indicate that excessive waiting time is often the major reason for patients' dissatisfaction with outpatient services. Waiting times of 10 to 15 minutes are considered reasonable.
The McDonald's Corporation, headquartered in the United States, is the world's largest chain of quick service fast food restaurants operating in around 119 countries with a customer base of 68 million. A McDonald's restaurant operates either through a franchisee or the corporation itself and its revenue stream includes rent, royalties and fees or the sales of products respectively.
Hkust and Hkust (2002) expressed that limited research studies have been conducted to determine how service waits can be controlled. To control the time customers’ wait in line,
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Thesis Statement: The most important reasons for I avoid public hospitals are people should wait a lot
In today's health care environment many factors contribute to quality care. As a medical practice manager it is important to provide the best medical service for patients in addition to excellent levels of service. Appointment scheduling is a very important aspect of a smooth running medical practice. Appointment cancellation, no shows, and long waiting time by patients have a negative impact on the efficient running of the practice not only in lost revenue but the practices professional reputation as well (Kruse 2010).
In the study found four factors that are related to the patient demand, service rate, and the waiting time of the patients. The first factor is that even the capacity was greater than demand still was formed queues when there is a variation. The variation could be the time of arrival because it cannot be predicted, sometimes the demand is lower than capacity and servers have free time, but that free capacity cannot be stored or recovered when capacity is lower than demand. Another point is for a short wait time demands low system utilization with a high-cost structure, such as in a facility with high bed occupancy rate (BOR) can have an increase of requests for bed and patients have to wait for a bed. Healthcare providers have to try to work with low capacity, but it creates a high costs of structures. A next factor is that the variation in demand and service rate can have a remarkable effect in the patient time, because if two service units in a hospital have the same capacity, but one has more demand than another for the type of patients’ arrival and service duration. The last factor is the size and types of unit beds in the hospital can impact in the waiting time of patients, such as if a hospital has one hundred bed and split it into two units the waiting time should be shorter than
The result shown in the suggestions of the respondents that the management must make the customer’s waiting time more pleasurable. They should also train employees to manage situations evolving in the service environment.
To determine how many customers we were willing to see walk away based on the wait time, strategic planning was utilized with the expectation of losing 17 to 20 customers. We changed the distribution of tables by reducing the tables of fours and increased the tables of twos. The results of this redistribution proved to be a good decision, because in the beginning the tables for four showed the highest utilization at 99.56 percent and 37 of the groups of four walked out and left the restaurant without being served. After we made our decisions, the utilization of tables for four changed to 96.26 percent and the tables for two changed to 89.11 percent. This was the optimum solution as the waiting time was reduced considerably and we made a reasonable profit, and utilization of all the servers was not very high. The sales loss was reduced to $390.
...mi Aqilah Khalid, & Mohd Faisal Zainaldin. Department of Urban and Regional Planning, IIUM. THE APPLICATION OF REGRESSION ANALYSIS ON USERS TOLERENCE TO PROLONGED WAITING TIME: THE CASE OF KTM KOMUTER SERVICES OF MALAYSIA.
Customer satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
MAKLAN, S. & KLAUS, P. 2011. Customer experience: are we measuring the right things? International Journal of Market Research, 53, 771.