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Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to improve service quality Chen, Shun-Hsing; Shun, Yu-Lan
International Journal of Financial, Accounting, and Management Vol. 5 No. 3 (2023): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v5i3.1641

Purpose: The Taiwanese coffee market is growing every year, together with progressive changes in national habits and the concept of drinking coffee. This study examines a particular coffee studio and explores its service quality within a competitive environment as a basis for improvement. Research methodology: The design of service elements for the questionnaire was based on the relevant literature. The study identified 19 quality attributes as survey items, all of which were then subsumed under the Importance-Satisfaction Model (I-S Model) and Performance Evaluation Matrix (PEM) for service quality. Results: There are 8 service elements falling in “Excellent area,” 3 service elements falling in “To be improved area,” 3 service elements falling in “Surplus area,” and 6 service elements falling in “Care-free area” as shown by the results of Importance-Satisfaction Model introduction. With regard to the Performance Evaluation Matrix which are introduced later on, 2 service elements fall in “Priority improvement area,” 17 service elements fall in “Improvement area,” and 1 service element falls in “Maintenance area.” Limitations: The results of this study are only applicable to the analysis of the coffee studio survey, and cannot be extrapolated to explain improvements in service quality across the entire coffee industry. Contribution: It is expected that items in dire need of improvement can be confirmed by introducing a service quality model to enhance service quality, build a corporate image, and increase competitive advantage.

Analysis of Product Quality and Customer Satisfaction: A Case Study of the Automotive Parts Industry Hsu, Chu-chuan; Chen, Shun-Hsing; Feng, Xiu-chun
International Journal of Financial, Accounting, and Management Vol. 6 No. 2 (2024): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v6i2.2153

Purpose: The automobile parts industry is a technologically and capital-intensive industry with a vast supply chain that influences various related industries. Many Taiwanese automobile parts manufacturers are small to medium-sized enterprises, with a complete industry supply chain. They possess the advantages of small-scale, diversified, and flexible manufacturing, enabling them to compete internationally and potentially enter the supply chains of international car manufacturers. Good product quality is favored by customers, and there is a correlation between product quality and customer satisfaction. The design of product attributes is primarily aimed at meeting customer needs. To outperform competitors, companies can establish additional value in their products to actively please customers and even enhance customer loyalty. This study investigates the differences in demographic variables on product quality and customer satisfaction and analyzes the degree of correlation between the two variables. Research Methodology: This study adopts a questionnaire survey method as the tool for data collection. The questionnaire is designed based on the research objectives, focusing on customer satisfaction, to explore the satisfaction levels of the case company's relevant dimensions among existing customers and compare them with customer expectations, providing recommendations accordingly. The subjects of this study are companies in the automotive parts industry with a capital of over ten million. The questionnaire was distributed from April to May 2022, with a total of 170 questionnaires distributed and 157 collected, resulting in a response rate of 92.35%. Results: The study results indicate significant differences in gender, marital age, education level, and seniority concerning product quality and customer satisfaction, but no significant differences were found in the organizational size of the company. Subsequent Pearson correlation analysis reveals a Pearson correlation coefficient of 0.85, indicating a high correlation between product quality and customer satisfaction. This suggests that excellent product quality influences customer satisfaction. Limitations: This study focused on the case of the automotive parts industry to explore the differential analysis of product quality and customer satisfaction. The research results are only applicable to the automotive parts industry. Contribution: The study found a positive correlation between product quality and customer satisfaction. Therefore, the capability to enhance product quality, making products attractive and creating differentiated brand value, is actively pursued by companies as a development goal. The results of this study are consistent with previous research findings. With more streamlined product quality and detailed production history information, consumers' willingness to purchase increases. As consumer purchasing intention rises, so does brand loyalty, leading to increased profitability and surpassing competitors.

The effects of ESG management on process innovation: The case of cement industry Chen, Shun-Hsing; Huang, Yu-Chung
Annals of Management and Organization Research Vol. 6 No. 2 (2024): November
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v6i2.2031

Purpose: In the past, companies placed significant emphasis on Earnings Per Share (EPS) financial performance, while Environment Social Governance (ESG) is now used to assess a company's comprehensive performance in the areas of environment, social responsibility, and corporate governance. Research Methodology: This study employs qualitative research through in-depth interviews and utilizes the SWOT analysis method. This study aims to conduct an in-depth investigation into Taiwan Asia Cement's future carbon management strategy, anticipating and positioning itself to turn the crisis into an opportunity, ultimately becoming a major winner in the era of climate change and a low-carbon economy. Results: The primary objectives are to understand the innovative process of promoting low-carbon cement manufacturing by Taiwan Asia Cement and to investigate consumers' willingness to use this cement. The study reveals that Asia Cement has established a low-carbon cement promotion team, actively collaborating with consumers to increase the adoption of low-carbon cement, resulting in a stable market growth rate. Limitations: The marketing strategies in this study are more useful for the cement industry only and are not applicable to competitive marketing strategies in other industries. Contribution: Additionally, interviews uncover that consumers using low-carbon cement are mainly located in eastern Taiwan. Many consumers in this region have not heard of or used low-carbon cement, indicating significant marketing opportunities. Novelty: In an environment where the world is emphasizing ESG, it is important to enhance the corporate image of the cement industry through process innovation to contribute to environmental issues.

Analysis of Product Quality and Customer Satisfaction: A Case Study of the Automotive Parts Industry Hsu, Chu-chuan; Chen, Shun-Hsing; Feng, Xiu-chun
International Journal of Financial, Accounting, and Management Vol. 6 No. 2 (2024): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v6i2.2153

Purpose: The automobile parts industry is a technologically and capital-intensive industry with a vast supply chain that influences various related industries. Many Taiwanese automobile parts manufacturers are small to medium-sized enterprises, with a complete industry supply chain. They possess the advantages of small-scale, diversified, and flexible manufacturing, enabling them to compete internationally and potentially enter the supply chains of international car manufacturers. Good product quality is favored by customers, and there is a correlation between product quality and customer satisfaction. The design of product attributes is primarily aimed at meeting customer needs. To outperform competitors, companies can establish additional value in their products to actively please customers and even enhance customer loyalty. This study investigates the differences in demographic variables on product quality and customer satisfaction and analyzes the degree of correlation between the two variables. Research Methodology: This study adopts a questionnaire survey method as the tool for data collection. The questionnaire is designed based on the research objectives, focusing on customer satisfaction, to explore the satisfaction levels of the case company's relevant dimensions among existing customers and compare them with customer expectations, providing recommendations accordingly. The subjects of this study are companies in the automotive parts industry with a capital of over ten million. The questionnaire was distributed from April to May 2022, with a total of 170 questionnaires distributed and 157 collected, resulting in a response rate of 92.35%. Results: The study results indicate significant differences in gender, marital age, education level, and seniority concerning product quality and customer satisfaction, but no significant differences were found in the organizational size of the company. Subsequent Pearson correlation analysis reveals a Pearson correlation coefficient of 0.85, indicating a high correlation between product quality and customer satisfaction. This suggests that excellent product quality influences customer satisfaction. Limitations: This study focused on the case of the automotive parts industry to explore the differential analysis of product quality and customer satisfaction. The research results are only applicable to the automotive parts industry. Contribution: The study found a positive correlation between product quality and customer satisfaction. Therefore, the capability to enhance product quality, making products attractive and creating differentiated brand value, is actively pursued by companies as a development goal. The results of this study are consistent with previous research findings. With more streamlined product quality and detailed production history information, consumers' willingness to purchase increases. As consumer purchasing intention rises, so does brand loyalty, leading to increased profitability and surpassing competitors.

The effects of ESG management on process innovation: The case of cement industry Chen, Shun-Hsing; Huang, Yu-Chung
Annals of Management and Organization Research Vol. 6 No. 2 (2024): November
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v6i2.2031

Purpose: In the past, companies placed significant emphasis on Earnings Per Share (EPS) financial performance, while Environment Social Governance (ESG) is now used to assess a company's comprehensive performance in the areas of environment, social responsibility, and corporate governance. Research Methodology: This study employs qualitative research through in-depth interviews and utilizes the SWOT analysis method. This study aims to conduct an in-depth investigation into Taiwan Asia Cement's future carbon management strategy, anticipating and positioning itself to turn the crisis into an opportunity, ultimately becoming a major winner in the era of climate change and a low-carbon economy. Results: The primary objectives are to understand the innovative process of promoting low-carbon cement manufacturing by Taiwan Asia Cement and to investigate consumers' willingness to use this cement. The study reveals that Asia Cement has established a low-carbon cement promotion team, actively collaborating with consumers to increase the adoption of low-carbon cement, resulting in a stable market growth rate. Limitations: The marketing strategies in this study are more useful for the cement industry only and are not applicable to competitive marketing strategies in other industries. Contribution: Additionally, interviews uncover that consumers using low-carbon cement are mainly located in eastern Taiwan. Many consumers in this region have not heard of or used low-carbon cement, indicating significant marketing opportunities. Novelty: In an environment where the world is emphasizing ESG, it is important to enhance the corporate image of the cement industry through process innovation to contribute to environmental issues.

Establishment and applications of quality management system for service industries Yang, King-Jang; Chen, Shun-Hsing; Yang, Ching-Chow
International Journal of Financial, Accounting, and Management Vol. 1 No. 4 (2020): March
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v1i4.151

Purpose: Because of the limited resources and lack of knowledge and experience related to quality management, the service firms perform very few quality practices only, and result in a very limited effectiveness. In this research try to develop a systematic framework of quality management with several hierarchical constructs for service industries. Research methodology: This study also used Delphi and AHP method to examine the importance and the priorities of the five quality management stages and their involving practice activities, which are the valuable guideline for the service industries to successfully implement the quality management. Results: It is found that the service enterprises need to first assure the quality in service encounter, then can upgrade the implementation levels to delivery process and management system. But the practices in ‘total quality’ stage are the fundamental forces of the implementation of quality practices in the initial stages. Limitations: The AHP experts only comment on this issue not applicable to all industries. The research findings apply only to the service industry. Contribution: The service enterprises need to perform TQM successfully. After all the previous stages of quality management are performed very well, the service enterprises can raise the implementation level to the business quality. Keywords: Service industries, Service quality, Hierarchical quality management system, AHP method

Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to improve service quality Chen, Shun-Hsing; Shun, Yu-Lan
International Journal of Financial, Accounting, and Management Vol. 5 No. 3 (2023): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v5i3.1641

Purpose: The Taiwanese coffee market is growing every year, together with progressive changes in national habits and the concept of drinking coffee. This study examines a particular coffee studio and explores its service quality within a competitive environment as a basis for improvement. Research methodology: The design of service elements for the questionnaire was based on the relevant literature. The study identified 19 quality attributes as survey items, all of which were then subsumed under the Importance-Satisfaction Model (I-S Model) and Performance Evaluation Matrix (PEM) for service quality. Results: There are 8 service elements falling in “Excellent area,” 3 service elements falling in “To be improved area,” 3 service elements falling in “Surplus area,” and 6 service elements falling in “Care-free area” as shown by the results of Importance-Satisfaction Model introduction. With regard to the Performance Evaluation Matrix which are introduced later on, 2 service elements fall in “Priority improvement area,” 17 service elements fall in “Improvement area,” and 1 service element falls in “Maintenance area.” Limitations: The results of this study are only applicable to the analysis of the coffee studio survey, and cannot be extrapolated to explain improvements in service quality across the entire coffee industry. Contribution: It is expected that items in dire need of improvement can be confirmed by introducing a service quality model to enhance service quality, build a corporate image, and increase competitive advantage.

Analyzing differences in customer satisfaction on the video streaming platform Netflix Chen, Shun-Hsing; Chen, Yang-Ju; Leung, Wing-Ching
Annals of Management and Organization Research Vol. 4 No. 3 (2023): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v4i3.1554

Purpose: With the rise of online video streaming platforms and the preventive measures taken during the COVID-19 pandemic, staying at home has become the preferred choice for people. As a result, online video streaming platforms, one of the components of the home economy, have experienced rapid growth. Netflix is a subscription-based service that offers movies and TV shows, delivering media content to subscribers through internet streaming. Research methodology: This study utilizes the Importance-Satisfaction Model (I-S Model) as a research tool to explore customer satisfaction levels. Through literature review and expert confirmation, 16 key quality factors were identified for conducting importance and satisfaction surveys among Netflix customers. Additionally, demographic variables such as gender, marital status, education level, occupation, and age were analyzed for differences in the Importance-Satisfaction Model. Results: The study reveals that out of the overall Importance-Satisfaction Model, 2 factors fall in the "Improveme+nt area", 9 factors fall in the "Excellent area ", 4 factors fall in the "Careless area ", and 1 factor falls in the "Surplus area ". Limitations: The respondents were not randomly selected from all OTT video platform users, and furthermore, due to limitations in the distribution channels of the questionnaire, the age range of the respondents in this study was concentrated in high school, college, and young working groups. Contribution: These findings indicate that consumers are generally satisfied with the service quality provided by Netflix.

The effects of ESG management on process innovation: The case of cement industry Chen, Shun-Hsing; Huang, Yu-Chung
Annals of Management and Organization Research Vol. 6 No. 2 (2024): November
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v6i2.2031

Purpose: In the past, companies placed significant emphasis on Earnings Per Share (EPS) financial performance, while Environment Social Governance (ESG) is now used to assess a company's comprehensive performance in the areas of environment, social responsibility, and corporate governance. Research Methodology: This study employs qualitative research through in-depth interviews and utilizes the SWOT analysis method. This study aims to conduct an in-depth investigation into Taiwan Asia Cement's future carbon management strategy, anticipating and positioning itself to turn the crisis into an opportunity, ultimately becoming a major winner in the era of climate change and a low-carbon economy. Results: The primary objectives are to understand the innovative process of promoting low-carbon cement manufacturing by Taiwan Asia Cement and to investigate consumers' willingness to use this cement. The study reveals that Asia Cement has established a low-carbon cement promotion team, actively collaborating with consumers to increase the adoption of low-carbon cement, resulting in a stable market growth rate. Limitations: The marketing strategies in this study are more useful for the cement industry only and are not applicable to competitive marketing strategies in other industries. Contribution: Additionally, interviews uncover that consumers using low-carbon cement are mainly located in eastern Taiwan. Many consumers in this region have not heard of or used low-carbon cement, indicating significant marketing opportunities. Novelty: In an environment where the world is emphasizing ESG, it is important to enhance the corporate image of the cement industry through process innovation to contribute to environmental issues.

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