Customer Satisfaction Analysis & Scoring
Added on 2020-03-02
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Operation Management 1 OPERATION MANAGEMENT: AMAZON CUSTOMER SATISFACTION NameInstitutionCourseTutorDate
Operation Management 2Table of Contents1.0.Executive Summary..............................................................................................................32.0.Introduction...........................................................................................................................32.1.Background information on customer experience in the company...................................43.0.Statement of the Problem and Analysis................................................................................54.0.Workable Proposals Recommendations and Realistic Implementations Plan.....................75.0.Critical Analysis of the recommendations............................................................................85.1.Alternative solution that can be adopted by the company and their relative merits.........95.2.Potential barriers to the implementation.........................................................................106.0.Conclusion..........................................................................................................................107.0.Appendices.........................................................................................................................128.0.List of References...............................................................................................................14
Operation Management 31.0.Executive SummaryThe purpose of this report is to study and evaluate the operation management of Amazon with a major focus on the customer satisfaction as the primary OM issue affecting the company. The article looks at the definitions of the various terms such as operation management and customer satisfaction. It looks at the Operations Management system that led it to its success. The paper also looks at different conventional models such as the functionality used determining customer satisfaction together with the models used by Amazon. The report also looks at other models such as SERVAQUAL and Kano models of customer satisfactions. It reports that building customer loyalty increases customer satisfaction. Customer’s loyalty is more important than customer satisfaction. Due to increased technological change, many customers tend to be captured by potential rival companies. To retain a customer, then a company should focus more on customer loyalty, satisfaction, and retention to ensure it sustains and improves the company profitability.2.0.IntroductionOperations Management refers to a process of designing and controlling of raw materials in conjunction with labor into desirable end products and services (Harvey et al. 2016, p. 89). It also includes the supply chain and delivery system of both raw materials and the products. Amazon’s operation management encompasses the following areas; designing of goods and services that are in alignment with the customer needs and delivering them at time of needs as pointed out by (Sun et al., 2013, p. 78), an aspect that leads to customer satisfaction. Satisfaction in simple terms is definable as a convinced assurance in fulfillment of a particular individual
Operation Management 4need (Vanitha 2012, p. 6). Customers’ level of acceptance of a good and service differ regarding their expectations. Therefore, Customer satisfaction means the market acceptance of a particular product. Customer’s satisfaction measurement is important in every business because it provides unbiased data to the company. It creates the tracking changes that have taken place in the firm over a period.2.1.Background information on customer experience in the companyAmazon is an international online business that came into creation in 1994 due to the idea that revolutionary of the internet would create a large market to reach customers in the local and global business environment (Panagitelis et al., 2013, p. 90). Amazon is a customer- service-based company, mostly offering online reading books as well as other product delivery services. According to the (ACSI) American Customer Satisfaction Index, Amazon has been named by a client as the best organization due to its high level of customer satisfaction.(Lee et al., 2014) Thisarticle looks at the customer satisfaction taking into account the models and theories used by the Even though many different companies are offering online retail, Amazon Company has stand out to be among the top with the company creating a versed number of products and services thatare reachable to customers. However, the company is affected by environmental factors related to regions or country of operation as well as the external factors involving the organization and the government laws and policies that often determine the terms and conditions of the business within the states of operation as pointed out by Goldsmith (2010, p. 56).Amazon has created an online customer care and personalization. The company has also established an email system that facilitates the conversation between the company and the client. Chua (2011) denotes that Amazon created Amazon’s Mayday button that allows live video chat;
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