International Journal of Engineering Research in Mechanical and Civil Engineering (IJERMCE)

Monthly Journal for Mechanical and Civil Engineering

Volume2,May 2017,

Topic : Factors effecting Satisfaction of Elevator Customers in Goa: Their Measurement & Analysis

Authors:Navesh Shirodkar || Dr. Vinay Shirodkar

Abstract:Elevator Industry has witnessed tremendous changes over time and the entry of MNC’s has transformed it both structurally and functionally. Satisfying the customers is an essential element to staying in business in this modern world of overall competition. In order to measure & analyse customer satisfaction in an elevator industry in Goa, Multi-Criteria Satisfaction Analysis (MUSA) method is used in this paper. Multi-Criteria analysis is a branch of a general class of Operations Research models, which deal with the process of making decisions in presence of multiple objectives. To attain high level of customer satisfaction and repeat business, it is necessary to satisfy and even delight customers with the value of products and services. Hence, the study analysed relative factors effecting customer satisfaction. In this paper well-structured questionnaire was used to collect relevant data. Customer satisfaction was studied through various criteria viz. Personnel, Products, Image, Service and Access. Study revealed that customers are quite satisfied with provided service whereas, image criteria has relatively low satisfaction index. Architects are not satisfied with the offered cost. Nevertheless, there are no critical satisfaction dimensions requiring immediate improvement efforts. However, if company wishes to create additional advantages against competition, the criteria with the lowest satisfaction index should be improved..

Keywords: Customer Satisfaction measurement, Multi-criteria Satisfaction Analysis, Operations Research models, Satisfaction Index.

Download Paper


DOI: 01.1617/vol4/iss5/pid06245


Related Articles

RFID Technology in Construction Project Management – A Review

Authors: Rounak Bhushan Singh || Sumeet Sagar,Animesh Sinha,Muneesh Methwani

Doi : 01.1617/vol4/iss03/pid49278

Volume2 ,March 2017.

RFID Technology in Construction Project Management – A Review

Authors: S.Pachaiappan || Dr.S.Palanivel

Doi : 01.1617/vol4/iss03/pid49278

Volume2 ,March 2017.

Experimental Study of Steel Fibers Reinforced Concrete over Conventional Concrete

Authors: Varsha Harne || Suyog U. Dhote

Doi : 01.1617/vol4/iss03/pid83154

Volume2 ,March 2017.

Experimental Investigations of Rubber Seed Oil Methyl Ester-Diesel and Butanol-Diesel Blend by Using Diesel Engine

Authors: Vishal V. Patil || Utkarsh Shidhganesh,Somesh Shinde,Mahesh Gurav,Swapnil Ulagadde

Doi : 01.1617/vol4/iss2/pid72430

Volume2 ,February 2017.

Study of Land Acquisition Issues causing delay of NHAI Projects

Authors: Rounak Bhushan Singh || SumeetSagar, Animesh Sinha

Doi : 01.1617/vol4/iss4/pid73465

Volume2 ,April 2017.

Study on Strength and Durability Properties of Bacteria Concrete

Authors: Phani Kumar. V || V. Sainath,Ashok Varma

Doi : 01.1617/vol4/iss3/pid03875

Volume2 ,March 2017.

Influence of Masonary Infill on The Behaviour of RC Frames

Authors: R.Vigneshwaran || Dr.K.Pandurangan

Doi : 01.1617/vol4/iss3/pid01729

Volume2 ,March 2017.

Design of Smart Rolling Shutters for Low Cost Operations

Authors: Kushali Sindhia || Madhumitha Prakash,Dr. S. V. Satish

Doi : 01.1617/vol4/iss3/pid49615

Volume2 ,March 2017.

An Experimental Investigation on Behavior of High Volume Alkali Activated Flyash Concrete

Authors: K.Sasidhar || S. Aruna Jyothy,Dr. B. Damodhara Reddy

Doi : 01.1617/vol4/iss3/pid64813

Volume2 ,March 2017.

Journal Index Databases

IMPACT FACTOR: 3.8

ISSN(Online): 2456-1290

Google Scholar Profile

Thomson Reuters ID : q-6288-2016.
ORCiD Research ID : 0000-0001-9540-6799

All Issues

ACCEPTANCE RATIO

ACCEPTANCE RATIO: 25%
ARTICLES PUBLISHED:00007
PAPER RECEIVED:000028
Journal Code : IJERMCE
Electronic ISSN : 2456-1290
Impact Factor : 3.8
Frequency : monthly
Contact : info@ijermce.com

IFERP OTHER JOURNALS


Subscribe

           Email:

SOCIAL MEDIA