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A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma

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Date Issued:
2014
Abstract/Description:
The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.
Title: A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma.
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Name(s): Abboodi, Mohammed, Author
Elshennawy, Ahmad, Committee Chair
Rabelo, Luis, Committee Member
Xanthopoulos, Petros, Committee Member
, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2014
Publisher: University of Central Florida
Language(s): English
Abstract/Description: The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.
Identifier: CFE0005117 (IID), ucf:50751 (fedora)
Note(s): 2014-05-01
M.S.I.E.
Engineering and Computer Science, Industrial Engineering and Management Systems
Masters
This record was generated from author submitted information.
Subject(s): Lean Six Sigma -- SERVQUAL -- Customer Satisfaction
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0005117
Restrictions on Access: campus 2015-05-15
Host Institution: UCF

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