A model for minimizing satisfaction gap in partnership development

Pao Yue-kong Library Electronic Theses Database

A model for minimizing satisfaction gap in partnership development


Author: Wong, Seng-fat
Title: A model for minimizing satisfaction gap in partnership development
Degree: Ph.D.
Year: 2009
Subject: Hong Kong Polytechnic University -- Dissertations.
Business planning.
Management information systems.
Knowledge management.
Department: Dept. of Industrial and Systems Engineering
Pages: xi, 323 p. : ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2286280
URI: http://theses.lib.polyu.edu.hk/handle/200/5190
Abstract: Good communication and satisfaction are often the major considerations in the partnership development between service providers and their subcontractors. An important measurement of satisfaction, rarely discussed, is the satisfaction gap. In this research, the satisfaction gap in partnership development is analyzed. The satisfaction gap is classified into nine cases and is described in the form of a matrix. A numerical relationship model on a knowledge-based ERP methodology is hence developed as a new objective method of narrowing gaps between different perspectives of good partnership development through harmonizing satisfaction. Traditionally, satisfaction levels are measured by fixed period or dynamic communication, interview and questionnaire survey. In this research, communication and interview that capture the tacit knowledge only are implemented by a questionnaire survey of five main service industries in Macau and their sub-contractors. This special and unexplored situation of Macau was explored through find out the dominating satisfaction gaps and how they can be clearly underpinned using information systems. The result has demonstrated that the satisfaction gap is widened by four confusing satisfaction factors (CSF), such as effectiveness, consideration, selling and marketing, and policy. A factor analysis of the CSF has shown that the core-companies have clear-cut roles of Pure Social Inferences Type and Pure Economic Inferences Type while their partners are having different expectations. Further full scale analysis extends the findings to develop the above mentioned objective relationship model that recommends corrective actions to narrow the satisfaction gap, which forms the main contribution of this research. Effective knowledge-based indexes derived from the effective grouping of the factor analysis can be used to further enrich the partnership development. The model has been introduced to the relevant industries for validation and is generally accepted by the industries.

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