Title: Investigation of customer satisfaction in pump manufacturing industries through customer feedback approach

Authors: C. Ramamoorthy; V. Selladurai; Rajesh Ranganathan

Addresses: Department of Mechanical Engineering, Coimbatore Institute of Technology, Coimbatore – 641 014, Tamilnadu, India. ' Department of Mechanical Engineering, Coimbatore Institute of Technology, Coimbatore – 641 014, Tamilnadu, India. ' Department of Mechanical Engineering, Coimbatore Institute of Technology, Coimbatore – 641 014, Tamilnadu, India

Abstract: Nowadays, organisations that provide good customer service, gain a competitive advantage over organisations that do not. Customer service effectiveness is a critical measure of success for all organisations. This can be evaluated through customer feedbacks which tells about the organisation's product and service that customers find valuable, and what they find useless. Customer feedbacks refer to the potential contribution of customers to organisations and help them fine-tune their business and meet their customers' needs. This paper suggests a methodology to investigate the customer satisfactions level through lean manufacturing system using customer feedback approach for taking necessary steps to improve customer values and to increase customer satisfactions. The usefulness of this approach is not only applicable for pump manufacturing industries but also various industrial segments, which would enable to cater the current and future customer demanding needs.

Keywords: lean manufacturing; questionnaire; Likert's scale; area segmentation; customer value; customer feedback; customer satisfaction; pump manufacturing; customer needs.

DOI: 10.1504/IJLEG.2012.047214

International Journal of Logistics Economics and Globalisation, 2012 Vol.4 No.1/2, pp.55 - 75

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 05 Jun 2012 *

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