Professional Documents
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General Information
C) Employee(Govt./pvt) D) Other(specify)
C) Urban
9. From where did you get the information about the service provided by the shop
D) Neighbours E) Others
D) Blue E) Red
19. What factor do you consider most important in choosing your mobile product
A) Student like B) Low Price C) Good Quality
D) Retail like to products E) Others
20. Which Person like these products
A) Yes B) No
D) Neighbours E) Others(specify)
24. If no, Why not Satisfaction in the mobile product?
D) Availability E) Others
25. Service employees have adequate knowledge about current market rate
of customers have these expectations on how a company can handle their concerns. On
the other hand, customer service teams should be meet, if not, exceed these expectations
service feature or the product or service itself provides pleasurable level of consumption
related fulfillment.
DEFINITION
Expectation means the difference between the customer & expectation of service and
Parasuraman & Berry (1990) will be used, which consist of five dimensions: tangibility,
between customers& expectation regarding service offered and the perception of the
service received Respondents are required to answer questions about both their
reaction of the customers in relation to the performance of the hotel staff in satisfying /
The company's ability to fulfill the business, emotional, and psychological needs of its
customers;
Quality of service delivery expected by the customers.
expectations
The measure of the degree to which a product or service meets the customer's
Most companies say that they believe in great customer service, but few set up a
system to ensure that they provide it. To deliver excellent customer service takes
both understanding what your customers want and the way to see that they
receive it.
existing customer than to find a new customer. More important, the difference
between satisfied customers and very satisfied customers can make a big
There are several ways to gather input from customers. The simplest way to find
out how customers feel and what they want is to ask them. If you have only customers,
you can talk to each one personally. The advantage of this approach is that you'll get a
personal "feel" for each customer. The disadvantage is that you'll gather different
Customer surveys with standardized survey question insure that you will collect the
same information from everyone. Remember that few of your customers will be
interested in "filling out a questionnaire". It's work for them without much reward. By
launching a customer survey as an attempt to find out "how we can serve you better" --
your customers will feel less put upon. Here are a few of the possible dimensions that
Quality of product
Pricing
Staff’s behavior
Complaints or problems
Billing experience
Security’s behavior
Satisfied patients and customers tell 5 other people about their good treatment
Cost of acquiring a new customer is usually 5-7 times greater than retaining
current ones
These facts underscore the need to satisfy your current customers so they remain with
your organization. Ensuring their satisfaction is vital to your long-term business survival
and profitability. The technology available to both you and your competitors has made it
yourself from the competition. Excellent customer satisfaction is one of the few ways to
organization’s success, which can be difficult to quantify. Loyal customers grow your
business by increasing market share. Over a lifetime, a loyal customer purchases more,
purchases at a premium (they are less sensitive to price), costs less to sell to, and refers
customers often hold the information you need to succeed. Understanding when and
why dissatisfaction occurs, helps you implement changes to gain and retain future
customers. No matter what type of business you are in, surveys are an important tool to
help you collect the information you need to understand and evaluate satisfaction.
Each year, new data comes out that indicates customer service and the customer
experience are more important than ever. According to Forrester, businesses say that
improving the customer experience is their top priority. A study from New Voice
Media indicates that companies lose more than due to poor customer service. No
company can afford to be a customer service laggard. So, what can leadership do to
ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s
trending in the world of customer service. Here are 10 trends you shouldn’t ignore.
With the statistic mentioned above, one might think customer service is getting worse.
I believe that it’s actually getting better. What’s happening is the best companies are
setting the bar and creating a new, higher expectation. There is a new benchmark, and
other companies, even with their efforts to improve, aren’t able to keep up with
customers’ newfound expectations. The good news is that companies are making the
effort, they are improving, and they can catch up to those new expectations.
proposition of good customer service can make price less relevant. That’s how smaller
independent retailers can compete against big box stores. Think about how Ace Hardware
stores compete against big box stores like Home Depot and Lowe’s. Ace Hardware stores
are typically a fraction of the size, don’t have as wide a selection, and may not have the
lowest price, yet they not only survive, they thrive. This concept is not limited to retail. It
Technology has made it easier than ever to track customer preferences and history.
Big data gives us trends and insights with uncanny accuracy. There is no reason to not
CX. Machines’ ability to interact with humans is stronger than ever. AI will help us
make better business decisions, many of them positively impacting the customer. AI
won’t necessarily take over the human function, although in some places it can and
Assistant.
The online text conversation we have with a company’s customer support center
may not be with a live person, but a computer. When a machine can create a positive
experience for the customer, everyone wins. The best catboats are able to not only
respond to requests and questions, but also recognize when the customer is confused
and seamlessly hand off the conversation to a live customer support rep.
popularity. There are certain products that seem to have higher levels of frustration or
need for customer support. The goal of a customer success program is to ensure that
the customer has success with the company’s products. For example, when I recently
bought a new software program, the company provided three coaching sessions that
were scheduled at the time of purchase. This eliminated the frustration I might have
experienced as I learned the new program (good for me, the customer) which would
Companies are getting better and spotting problems and fixing them before the
customer notices and complains. There are software programs that can alert
care, self-service, etc., are gaining in popularity as customers learn how to use them
more efficiently. It is doubtful that the phone will ever disappear completely as a way
that human-to-human interaction, but as a quick first line of support, the alternative
comments, complaints and questions on support channels such as social media, email,
etc. For example, a 2016 study by Eptica showed that email response times averaged
more than seven hours. The good news is that recent studies are showing the response
times are speeding up. And by the way, the company that responds faster than its
This may be your ultimate customer service and CX weapon. How easy and
convenient are you to do business with? Good service is table stakes. Your competitor
is trying to outdo your customer service. So, all things being equal, how can an
organization tip the scale in its favor? Convenience. Amazon is the poster child for
today’s concept of convenience. For example, its Dash button makes it as easy as
pushing a button to order consumable supplies such as detergent, ink cartridges and
much more. Amazon is even revolutionizing shopping with its new Amazon
Go grocery stores. By featuring the most advanced technology, they have eliminated
lines and the checkout process – you grab and go. If you want to win in business,
There are dozens of other trends that I could have included here, but these are the
ones that stand out to me. And it’s because these customer service and customer
experience trends are all about the customer. They are the trends you must consider as
A Service Level Expectation (SLE) defines the service response that an Office of
chain activities involve the transformation of natural resources, raw materials, and
sophisticated supply chain systems, used products may re-enter the supply chain at any
point where residual value is recyclable. Supply chains link value chains.
relationships between supplier and customer to have the maturity to promote change
management and to review the balance of the following forces: product, customer,
service and process. Customer-centric strategies offer the best solution based on
the service level gives the percentage to which those goals should be achieved. File rate
Accuracy
your credit card bill to correctly list all your purchases and payments.
Your customers must get what they paid for and are expecting. Deliver on what
accuracy is taken for granted. Its absence swiftly leads to customer dissatisfaction.
Availability
Any company that makes itself more accessible will obviously increase the
When the barriers to entry are lower, you’ve got a better shot of earning first-time
customers.
Availability is important but should not stand by itself or be relied on as a single
benefit to the customer. Since availability is easy to mimic, your rivals can reduce
Advice
Customers feel the closest bond to organizations that have helped them learn.
Think of the free seminars, telecasts, tutorials, workshops, and classes you see
advertised everyday. Remember your alma mater where you earned that degree?
These are all instances where you have learned or can learn something. As a result,
you are much more likely to reciprocate the favor. You’ve probably donated to an
The combination of these factors defines an aggregated risk index. The lower this
percentage, the higher the risk to which the supplier is exposed. The lower part of the
The Mobile services dealers are home to some of the latest mobile phones and
the oldest models of the phone, latest being Mobile services Galaxy S6 and Mobile
services Note Edge. Each and every accessory sold here is 100% original. The customers
can purchase the Mobile services in times when the dealer stores hold seasonal
discounts and other attractive offers. All of the stores mentioned above are authorized
Mobile services retailers and thus hold a position in selling original phone and
accessories only. The Mobile services dealers are located in almost every area of the city.
In terms of payments, they accept cash and all kinds of cards. Scroll up to view and visit
businesses; most of them united under the Mobile services brand, and is the largest
South Korean chaebol (business conglomerate). Mobile services were founded by Lee
Byungchul in 1938 as a trading company. Over the next three decades, the group
diversified into areas including food processing, textiles, insurance, securities and retail.
Mobile services entered the electronics industry in the late 1960s and the construction
and shipbuilding industries in the mid-1970s; these areas would drive its subsequent
growth. Following Lee's death in 1987, Mobile services was separated into four business
groups – Mobile services Group, Shinsegae Group, CJ Group and Hansol Group. Since
1990, Mobile services has increasingly globalised its activities and electronics; in
particular, its mobile phones and semiconductors have become its most important
source of income. As of 2017, Mobile services has the 6th highest global brand value.
(the world's 2nd largest information technology company measured by 2015 revenues,
and 5th in market value), Mobile services Heavy Industries (the world's 2nd largest
shipbuilder measured by 2010 revenues), and Mobile services Engineering and Mobile
services C&T (respectively the world's 13th and 36th largest construction companies).
Other notable subsidiaries include Mobile services Life Insurance (the world's 14th
largest life insurance company), Mobile services Everland (operator of Everland Resort,
the oldest theme park in South Korea) and Cheil Worldwide (the world's 15th largest
development, politics, media and culture and has been a major driving force behind the
"Miracle on the Han River". Its affiliate companies produce around a fifth of South
Korea's total exports. Mobile services 's revenue was equal to 17% of South Korea's
services Electronics, belonging to the Mobile services Group, and consists of the Mobile
other mobile devices such as MP3 players and laptop computers to telecommunication
In 2007 Mobile services Mobile Division Business reported over 40% growth and
became the second largest mobile device manufacturer in the world. Its market share
was 14% in Q4 2007, growing up from 11.3% in Q4 2006. At the end of November 2011,
Mobile services sold more than 300 million mobile devices which was a close second
after Nokia with 300.6 million mobile devices sold in the first three quarter of 2011. As
On 19 August 2016, Mobile services officially released its Mobile services Galaxy
attached to the new exchange program, after numerous of report showed that the new
Mobile services Galaxy Note 7 burst and exploded. On 10 October 2016, in response to
the new incidents, Mobile services announced that it would once again suspend sales of
the Galaxy Note 7 and recall all devices worldwide. The next day, Mobile services also
announced that it would permanently discontinue the Galaxy Note 7 and cease its
production.
As of October 7, comments have emerged from former CSPC experts following its
The lawsuit, filed in the US district court in California, suggests that the tech
malfunctions extend beyond the Galaxy Note 7 and that Mobile services “chose to
conceal the problem from the public despite knowing the foreseeable and predictable
risk that the phone may overheat, flame and destruct from the inside presenting a risk
The recall had a major impact on Mobile services 's business in the third quarter
of 2016, with the company projecting that its operating profits would be down by 33% in
comparison to the previous quarter. Credit Suisse analysts estimated that Mobile
services would lose at least US$17 billion in revenue from the production and recall of
Stefan BOhler, Ralf Dewenter & Justus Haucap (2005) examines the causes
Europe and Wefirst examine the competitive effects and the costs of introducing.
providers; it reduces consumers’ switching costs. However, may also cause consumer
service by mobile operator either he has to reluctantly accept the service or switch to
another service provider that he wishes. This paper highlights the importance of Mobile
phone portability which enables mobile users to retain their mobile numbers when
changing from one mobile network operator to another. And requirements and
compatibility for switching the network as Mobile phones used for all business and
family correspondence. This paper provides an in-depth description of how it affects the
switching cost for consumer, it also include various flavors of call routing
implementation, mobile messages (SMS, MMS) to a number once it has been ported.
Despite of so many networks why user wants to switch to other network will be discussed
in this paper. The research paper addressed various arguments related to the pros and cons
of Mobile phone portability such as How Could Disrupt Mobile Service Providers and
how can Mobile Service Providers Benefit from? A more pronounced effect is likely to be
an increased focus on improving the customer experience. The research papers also give
Dong H. Shin (2007) investigate the effect of Mobile phone portability on mobile
Statistical analyses in this study reveal that subscribers perceive the switching barrier still
as high, discouraging subscribers from switching carriers. While lowered switching costs
considerably, a significant level of switching costs still remains despite. Carriers develop
new subscriber lock-in strategies that make them stay with current carriers. In addition,
there are hidden costs other than that should burden subscribers with number portaging.
to switch operators without changing his/her mobile number. This research paper
describes that Impact of Mobile phone Portability on Mobile Users Switch over
Behavior-Indian Mobile Market. Mobile phone portability is now a crucial issue for
mobile service providers. The most challenging job for the present day is that retain
existing mobile customers. The mobile operator’s ability to retain its customer has a
direct impact on its profitability and effectiveness. Losing a customer will affect the
Sanjeet Singh (2010) the paper evaluates the customer perception and
expectation from Mobile phone Portability‖ means the facility, which allows a subscriber
to retain his mobile number when he moves from one cellular service Provider to
another irrespective of the mobile technology or from one cellular mobile technology to
another of the same Access Provider. The mobile portability is the process to change the
mobile company without changing your mobile number. The study mainly concentrates
in north India and the companies, which are available and popular in the north India.
Tülin Durukan (2009) Mobile phone portability is defined as a system that allows
consumers to change operator without a necessity of changing the mobile phone number.
the aim of this study, the effects of the Mobile phone portability application are examined
theoretically at first. Then, the relationships among Mobile phone portability application
about the application‖ with the intention to change the operator (switching intention)‖ are
scrutinized and the results are interpreted. Especially nowadays the global crisis is tried to
overcome, taking into consideration of results, which is obtained from such scientific
studies, is crucial to reach the aimed results of these kinds of consumer centric
regulations.
the economy. Advanced economies have discovered that Mobile phone portability helps
the economy. Keeping this in mind, this paper proposes a technology solution for SMS
switchers among the mobile users in AP telecom circle of India. Satisfaction of customer
with network access, call tariffs, customer care, network coverage and use of mobile for
voice calls or MMS are found have strong discriminating power between the loyal
customers and switchers. Mobile operators in India have to invest in network and
technology to improve the coverage, connectivity and speed. Improvement in the quality
of basic service the voice calls will prove to be an excellent strategy for enhancing
customer loyalty. Portability and its effects are conducted by various researchers and
authors in many countries. Major focus of theses researches focus around implementation
of Mobile Portability, policy and regulatory benefits, market competition, benefits to the
compatibility between his current purchase and a previous investment. Consumers are
less attracted by a price cut and have less elastic demand. Consumers are less attracted by
reduced price and they have less elastic demand. The overall effect of reduction in
Shin (2006) conducted a study on 684 U.S. cell phone subscribers to know the
perceptions and behavior of subscribers and its effect of Mobile phone Portability. It was
found that switching barriers such as switching cost and other hidden costs were
findings imply that Mobile phone Portability has more directly affected the industries to a
Reinke (1998) suggests that Mobile phone Portability implementation means can
ensure or threaten competition. Aoki et al. (1991) Mobile phone Portability can reduce
switching costs for the customers. Time and process of implementing Mobile phone
Portability are the biggest problems before policy maker of the country (Park Myeong-
Cheol, Kim Dan, Lee Sang-Woo, Demand for Number Portability in the Korean
Mobile phone Portability focus on benefits of Mobile phone Portability and how to
maximize effectiveness of Mobile phone Portability. There are not many empirical
researches done on Mobile phone Portability. Park et al. conducted one of the pioneer
studies estimating customer demand for Mobile phone Portability, applying Cost-Benefit
Analysis using empirical data collected from mobile service providers. The study
examined how customers’ estimated willingness to pay for Mobile phone Portability
varies with socio-economic characteristics (age, gender, income, education, etc.), is there
any brand effect problem in Korean telecom industry, and finding out the way of
implementing Mobile phone Portability in Korean cell phone market which will not
affect the competition negatively. The study estimated the demand for Mobile phone
Mobile phone Portability demand among subscribers and service providers. The study
revealed that demand for Mobile phone Portability was higher than estimated considering
average monthly payment of the subscribers. One of the limitations of this study is that
results of the study do not give complete economic analysis of Mobile phone Portability.
ignorance by the customers about Mobile phone Portability. They examined that Mobile
phone Portability eliminates switching cost and affect the ignorance by the customers
about Mobile phone Portability as well. They introduced analytical framework showing
results of the analysis done. It shows that Mobile phone Portability is going to bring
substantial changes in mobile services market. Mobile service providers, landline phone
customers, and mobile phone customer-these three groups get affected by Mobile phone
Portability. The research also discusses policy implications and social welfare effect of
Mobile phone Portability. Mobile phone Portability will decrease aggregate profits of cell
phone service providers. Mobile phone Portability increases the variable prices paid by
fixed network customers. Cell phone users are not likely to get benefits from Mobile
phone Portability in case mobile networks are close substitutes of one another. The study
shows that in severe competition among market players, Mobile phone Portability does
not affect customers’ decision regarding subscribing. Though benefits of Mobile Number
Portability are relatively little, toll-free enquiry numbers, acoustic signal etc. alternatives
generate benefits provided implementing these alternatives is not expensive and they do
Sheikh Taher Abu (2010) analyzed the effect of technological innovations and
identified the factors promoting 3G cell phones in Japan. The author developed an
estimation model taking variables such as number of subscribers to 3G mobile phone
changing mobile service provider in Japan. Nakamura found that government policy
related to SIM locks does not exist in Japan. Mobile phone market in Japan is saturated.
This type of policy can improve portability of cell phone handset. It can also reduce
switching costs incurred by the cell phone users while changing network providers as
Shi, Chiang, and Rhee (2006) studied relationship of switching costs with price
competition and related the analytical results to the empirical evidence from Hong Kong
market. This study focuses on how price competition and market shares of the firms are
affected by reduction in switching costs. They suggested that switching costs can be
costs, the companies charge lower call charges within the same networks rather than for
calls between the networks. Research concludes that consumer switching costs tend to
increase the firms’ abilities to exploit their existing customers and to reduce the firms’
Viard (2007) carried out to determine whether switching costs make markets more
or less competitive by analyzing the case of toll free number portability. First
examination was carried out for long-distance services through contracts of AT&T virtual
private network services. Second examination was carried for unbundled services offered
by MCI and AT&T. Findings show that portability had no significant effect on prices for
toll services, which were always portable. The author estimated that portability lowered
toll-free prices by approximately fourteen percent for the average customer and
concluded that companies reduced their prices when switching costs declined. So far
various researchers have focused on Mobile phone Portability and its related aspects such
as implementation, pricing, costs etc. Much research is not done by directly asking the
cell phone users about whether they are satisfied with the current MSP, their preferences
to make use of MNP, and the reasons if any. The present research is an outcome of a need
Analysis
Analysis was done on data collected and the results were tabulated using
Sampling Technique