Account Customer Research Articles

SYSTEM OF BALANCED INDICATORS FOR NEW PRODUCT DEVELOPMENT STRUCTURES TAKING INTO ACCOUNT CUSTOMER SATISFACTION

This study considers the usage of balanced scorecard for planning and operative management of organisations responsible for developing new products. It is proposed to use five perspective of strategic map, taking into account the key strategy - development and commercialization of the intellectual activity results. In addition to four standard projections it is suggested to use the Customer Satisfaction projection. This perspective includes the goals of increasing characteristics of the input flow developments coming or being created at the enterprise. It also reflects the quality objectives regarding the products created in the enterprise. For each goal, indicators for monitoring their implementation are defined. This balanced scorecard can be used as a starting point in building a model for evaluating organisational structures, and also develops the theory of planning and management development and production processes.

Information Transmission and Visual Image System Construction on WeChat Public Accounts of Colleges and Universities -- A Case Study on Jiangsu University

Objectives: This study aims to make the public platforms of modern colleges and universities more propagating and more accommodating to the use demand and psychological needs of the public. With the WeChat public account of Jiangsu University as an example, this study is based on the Customer Satisfaction Index (CSI) and combines the characteristics of the official WeChat public account of Jiangsu University. A Jiangsu University official WeChat public account customer satisfaction model was built according to the user evaluation of the usefulness, usability, enjoyment, appearance, and perceived information quality of WeChat public accounts. Methods: Focusing on vision and the readings of WeChat tweets from the Jiangsu University public account, we conducted two-factor analysis of variance to observe the participation behaviors of users. Thereby, the concrete strategies for Jiangsu University to build its vision system on its WeChat public account were systematically analyzed.

How does mindfulness affect employee attitude and behavior toward work-related outcomes?

Purpose – This study examined the influence of mindfulness in its relationship to creativity and work engagement, which could increase proactive service performance and customer satisfaction while reducing the negative impact of customer incivility. Methodology/Design/Approach – The survey was conducted using a snowball system among 260 hotel employees who voluntarily participated. The Partial Least Square (PLS) method was used to analyse the data collected. Findings – This study found a positive impact of mindfulness on employee creativity, proactive service performance, and customer satisfaction. Customer incivility was also found to affects work engagement as a precedent of proactive service performance and as a mediating variable on customer incivility and proactive service performance. Originality of the research – This research develops a comprehensive model that analyses the influence of mindfulness on creativity, proactive service performance, and customer satisfaction, taking into account customer incivility in affecting work engagement and proactive service performance

A Review of Multi-Theoretic Determinants of Strategic Management Accounting Information Disclosure

Decision making is an important but frequent activity in every business environment particularly where competition is rife. All stakeholders are expected to make decision from time to time in order to optimize peculiar interest in the business. Decision making involves risk taking with the level of risk linked to the amount of Information available. How much information disclosure is adequate is relative and difficult to determine. Accounting information is one such information that stakeholders require for several decisions. This review focuses on the various determinants that could influence Strategic Management Accounting Information Disclosures within the spectacles of theories that could be utilized to rationalize the behavior of various actors in information processing and reporting. Three databases were explored and only papers published in English that concentrated on information disclosure, factors influencing information disclosure, strategic management accounting, strategic management accounting information disclosure, corporate governance, competitor accounting, customer accounting, and were published in peer reviewed journals were included in the review. The review suggested multiple factors as determinants of the levels of strategic management accounting information disclosure (SMAID). Future studies may empirically subject these factors to an intense validation to determine the extent at which each factor influence SMAID.

Legal Protection for Customers Who Experience Losses Through The Mobile Banking Feature Service System

The formulation of the problem in this study is about the responsibility of the bank if the customer suffers a loss and legal protection for bank customers who suffer losses due to services from the bank system on mobile banking services based on Law Number 8 of 1999 concerning Consumer Protection. The type of research used is normative juridical research, namely legal research carried out through analysis, description, and study of library materials in the form of agreement contents, laws and literature relating to the problem to be studied. Based on the results of the study, it is known that in connection with the bank's obligations to customers who experience problems with mobile banking due to a system failure that results in loss of funds in the customer's account, this is resolved by re-crediting the account with an amount equal to the loss in question. This shows that banks have accepted their responsibility as industry players to provide compensation in accordance with Article 7 of Law no. 8 of 1999 concerning Consumer Protection, which states that industrial players are obliged to provide compensation, and/or compensation in the event of a loss due to the use, manufacture, or use of goods and/or services. Suggestions that can be given to users to be more careful in using mobile banking. And to the bank the security is further enhanced.

The Influence of Service Quality and Current Account Customer Trust on the Decision to Save Funds at PT. Bank Central Asia Tbk Bekasi Main Branch Office

The decision to save funds is often influenced by a variety of factors, including an individual's financial goals, income, expenses, and overall financial health. Service quality and customer trust in a bank's current account may also play a role in an individual's decision to save funds The research method used in this study uses quantitative methods or often called traditional methods, because this method has been used for a long time so that it has become a tradition for research. The result is Quality of Service on Decision to Save Funds, knowing that the results of tcount > ttable are (5.876 > 1.974) and a significance of 0.000 <0.05, then Service Quality has a positive and significant effect on Decisions to Save Funds, so H1 is Accepted. Current Account Customer Confidence in the Decision to Save Funds, knowing that the results of tcount > ttable are (6.571> 1.974) and a significance of 0.000 <0.05, then the Current Account Customer Trust has a positive and significant effect on the Decision to Save Funds, so H2 is accepted. Quality of Service and Trust of Current Account Customers simultaneously (together) have a positive and significant effect on the Decision to Save Funds, by knowing the results of Fcount > Ftable (273.186 > 3.05) and a significance of 0.000 <0.05 and with a coefficient of determination or r square (R2) of 0.768 or 76.8% while the rest (100% - 76.8% = 23.2%) is influenced by other variables outside this regression equation or variables not examined. Then the Quality of Service and Trust of Demand Deposits together have a significant positive effect on the Decision to Save Funds, so that H3 is Accepted.

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method.

This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception. The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). Therefore, this research was classified as applied, exploratory, quantitative and survey. To achieve the research objective, 819 questionnaires were collected. Among the main findings, it is highlighted that the attributes "product availability", "products with excellent quality", "confidence in online shopping processes" and "ease of buying online" were the ones that presented the best perceptions of quality by the respondents. At the other end, the attributes "opinion sharing on social networks", "buying online is a good option when you have little time", "distraction in online shopping searches" and "shopping online is a pleasure" showed the highest level of dissatisfaction with the service. Thus, this article highlights the importance of online shopping services in times of the pandemic caused by COVID-19, and its main contribution and originality is the development of an approach that aims to support the decision-making process, establishing strategic actions for the continuous improvement of online shopping services with the reduction of subjectivity in customer perception and with successive refinements.

Indigenous institutions and local government in the Torres Strait

AbstractThe relationships between local governments and Indigenous institutions in Australia are unstudied, despite both being oriented to the local level. Related research focuses on the performance of Indigenous local governments, Indigenous forms of governance and its relation to local government, relations between local governments and Indigenous communities, and the intercultural dynamics of Indigenous and Western governance frameworks in local governments. This article presents the findings of a study that examines relations between local governments and Indigenous institutions in the Torres Strait, a relationship that is framed by s. 9(3) of the Local Government Act 2009 (Qld) (LGA) that allows local governments to ‘take account of Aboriginal tradition and Island custom’. A framework adapted from health‐related studies, consisting of three alternative policy approaches—mainstreaming, indigenisation, and hybridisation—is used in this study to characterise relationships between local governments and Indigenous institutions. Kinship and country, two important Indigenous institutions, are marginalised in Queensland's mainstream system of local government, which in turn creates obstacles for Aboriginal and Torres Strait Islander people from participating and engaging in local government processes.Points for practitioners Government that does not recognise the institutions which are fundamental to how Indigenous people govern will marginalise them from power. Indigenous institutions are legitimate actors whose voice must be considered within mainstreaming discussions. Representation within indigenous institutions influences local government relations.

Pemblokiran Rekening Oleh Bank Secara Sepihak

There are times when the bank blocks the customer's account so that the customer cannot access the money stored in the bank. This will certainly harm the customer because his money is unilaterally detained by the bank. This writing aims to discuss legal aspects and protection for customers against unilateral blocking by banks. The research method used in this research is normative juridical or what is known as legal research which is carried out by reviewing and analyzing the substance of legislation on the subject matter or legal issue in its consistency with existing legal principles. Blocking of customer accounts can be done based on the request of law enforcement if the funds are suspected to be the result of a crime. Blocking of a customer's account can also be done if the account holds assets belonging to customers who are declared bankrupt so that the curator has the authority to secure the assets. Customers who are harmed due to unilateral account blocking by the bank can take dispute resolution either outside the court or through the court.

SECURITIES ACCOUNT OPENING PADA PT. PHINTRACO SEKURITAS CABANG SURABAYA

The process of involving investors to participate in the capital market requires a form of complete information relating to the status of investors/potential investors, both internally and externally to the company, which allows accuracy and precision to be obtained in an effort to anticipate the risks of investing in the capital market. PT. Phintraco Sekuritas, which in this case is a securities broker, requires several documents to open a client's securities account. The implementation of this service is carried out to guide the mechanism for opening a securities account at PT. Phintraco Sekuritas Surabaya Branch. The method in this activity is carried out by conducting an in-depth study of the mechanism for opening a securities account based on facts. Furthermore, providing assistance and guidance to each investor who intends to open a securities account. The results of the activity show that the opening of stock accounts is divided into 2, namely conventional and sharia, while the documents required for opening include administrative documents in the form of e-KTP, Student Identity Card (for those who are students), 10,000 stamp duty and NPWP. The next requirement that must be completed is the initial account balance of 100,000 which will be sent to the customer's RDN account.

Trade credit and global value chain: Evidence from cross-country firm-level data

This paper investigates the effect of joining the global value chain (GVC) on trade credit by using the World Bank Enterprise Survey (WBES) for 55 countries from 2003 to 2019. GVC participation reflects status when a firm is a two-way trader and owns a quality certificate. When exporting, a firm may extend trade credit to its customer (account receivable). When importing, a firm may receive trade credit from its suppliers (account payables). Taking into consideration endogeneity due to reverse causality, our empirical results show the positive effects of GVC participation on the use of trade credit. When a firm participates in GVC, it is more likely to receive trade credit from its suppliers, extend trade credit to its customers, and simultaneously be involved in both types of trade credit. These effects become pronounced for financially-constrained firms, especially for small and medium-sized firms. Our findings suggest that one of the firms’ incentives to participate in the global supply chain is to overcome liquidity shortages.

Preparation of Modified Carbon Nanotube Polyvinylidene Fluoride Composite Film and Its Application in Packaging Design

Sustainable design does not emphasize the safety of the ecosystem, but builds a systematic innovation process, taking into account customer needs, environmental benefits, social benefits, and corporate development. This article is based on the preparation of a modified carbon nanotube polyvinylidene fluoride composite film to analyze its application value in packaging design, aiming at analyzing the performance of the modified carbon nanotube and the polyvinylidene fluoride composite film during the preparation process, and applying its various characteristics to the process of packaging design optimization concept. The article is mainly divided into two parts: preparing modified carbon nanotubes and preparing polyvinylidene fluoride composite films. Among them, the photomechanical properties of carbon nanotubes, the relationship between the composition of the composite material and the dielectric properties, the dielectric response and relaxation behavior, the hydrophilicity of the composite membrane, and the membrane separation technology were discussed, and the carbon nanotubes were constructed. Incorporating carbon nanotubes into carbon fiber hybrid materials, and combining carbon nanotubes with polymer materials, works extremely well. The structure model is prepared, the molecular pore size, hydrophilicity, etc. are recorded, and surface modification, chemical modification, blending modification, and other methods are applied to analyze and evaluate the data. The experimental results show that in the application of modified carbon nanotubes and polyvinylidene fluoride composite films and packaging design, the interactive function of toughening modification increases 2.44 points; through enhancement modification, packaging design reduction increases by 2.5 points; and through the compatibilization modification, the functionality of the packaging design has increased by 1.88 points.

Monitoring open information sources about the book publisher’s activities as a source for marketing campaign organizing

The purposes of the article are to conduct information monitoring of Ukrainian book publishers on the basis of open information sources and outline recommendations for further marketing campaigns. The research methodology uses the tools of the modeling method: problem statement, creation and analysis of the model. The application of the principles of integrity, hierarchy and structure allows us to consider the analysis of information about competitors from open sources as part of the marketing activities of the enterprise. The scientific novelty of the article is the expansion of theoretical knowledge in the use of open information about the activities of enterprises. The article identifies the key characteristics of participants in the competitive environment of the book publishing market of Ukraine; proved that the key players in the market are the publishing houses «A-ba-ba-ha-la-ma-ha» and «Old Lion Publishing House», the marketing strategy plan for increasing the target audience was specified. Conclusions. The article has showen that the key result of any information and analytical work on competitive intelligence for companies in any industry, in particular, publishing, is to make the right management decisions that will not only retain the existing target audience, but also increase it by new customer account. The result of the analysis of open information sources proved the need to use a strategy of protection against key and direct competitors (loyalty systems for regular customers; closed groups in various groups on social networks for regular customers, etc.). In order to increase the target audience, it is necessary to develop a strategy for attacking weak direct competitors (creating quality content on social networks, including advertising for bloggers; holding various raffles; thematic discounts, promotions). Strong and indirect competitors are also a threat to business. But the key difference from the strategy against direct competitors is the difference in the main characteristics of the product. Despite the common target audience, the range of books is slightly different, which affects the strategy of work, including the advertising campaign. Keywords: book publishing, competitors, promotion, open sources of information.

Use Of Strategic Management Accounting by Large Manufacturing Companies in Bujumbura

The purpose of this research was to determine the types and extent to which strategic management accounting systems are used by manufacturing companies in Bujumbura. The primary goal of this research is to determine the kind and extent to which strategic management accounting systems are implemented in the manufacturing sector of Bujumbura. Primary data was gathered to attain this goal. Data was collected using a quantitative technique based on descriptive analysis. According to the findings of this study, significant companies in Bujumbura have primarily embraced strategic management accounting methodologies. Strategic planning and budgeting, as well as strategic costing, are the most commonly used strategies. Other strategic management accounting strategies, such as quality costing and customer accounting, do not appear to have been used a lot

How and when do the ambidextrous frontline sales employees achieve superior sales performance?

PurposeBusiness-to-business (B2B) firms increasingly have a need for frontline sales employees who can both sell and service customer account, a task known as sales-service ambidexterity which may pose significant challenges to frontline sales employees. Thus, the purpose of this paper is to show that one has to be cognizant of the potential negative consequences brought about requiring frontline sales employees to engage in sales-service ambidexterity and find a way to mitigate such negative consequences.Design/methodology/approachThe multisource data for this study was collected from frontline sales employees and their respective supervisors working across multiple B2B pharmaceutical companies in a Southeast Asian country. The data were analyzed using Statistical Package for the Social Sciences (SPSS) and PROCESS Macro.FindingsThe results reveal a negative indirect effect of sales-service ambidexterity sales performance through role overload. This negative indirect effect is fully neutralized when information exchange is high but not when it is low.Originality/valueThis study underscores the importance of not only the negative consequence of sales-service ambidexterity but also offers insights into how this negative consequence is neutralized so that sales performance is maximized.

CHOOSING THE TEST AUTOMATION SYSTEM ACCORDING TO CUSTOMER REQUIREMENTS

The subject of the research are methods and technologies for automating the process of software product testing. The aim of the work is to optimize the time and costs for performing automated testing of software products. The following tasks were solved: analysis of existing software testing automation systems; formation of system of selection criteria for testing automation systems; development of formalized model of selection process; development of automation system selection algorithm considering customer's requirements; development of UML diagrams for presentation of functional capabilities of developed application; development of application for informational support of selection process. To solve these tasks, we used methods of system analysis, theory of sets and technologies of cross-platform applications development. The following results were obtained: The most popular systems of test automation have been analyzed, their scope and main capabilities have been singled out. Selection criteria are singled out, divided into qualitative and quantitative. Formalized model for choosing test automation systems taking into account their characteristics and customer requirements is proposed. Developed UML diagram shows the functionality of the developed subsystem. The proposed algorithm for determining the re-recommended system of test automation allows us to take into account the vectors of criteria for testing systems. On the basis of the formalized model and algorithm we developed a subsystem that allows us to determine the optimal variant of test automation system on the basis of the introduced selection criteria. Conclusions: informational support for choosing a test automation system for software products based on the developed algorithm takes into account the customer's requirements and the characteristics of the existing systems, which allows us to select the most preferable option out of the possible systems. The main result of the developed subsystem is a recommendation for a user to use an automated testing system, taking into account customer requirements.

PENEGAKAN HUKUM BAGI PELAKU TINDAK PIDANA PENCURIAN DATA NASABAH PERBANKAN MENURUT UNDANG – UNDANG INFORMASI DAN TRANSAKSI ELEKTRONIK

<div>This research is focused on one of the criminal acts of cyber crime in the</div><div>banking sector, namely in the form of criminal acts of theft of banking customer</div><div>data. The act of stealing debit or credit card information by accessing automated</div><div>teller machines and illegally copying the information contained on the magnetic</div><div>stripe of the customer's (victim) debit or credit card to gain control over the</div><div>customer's (victim) account.</div><div>The purpose of this research is to analyze law enforcement for criminal acts</div><div>of theft of banking customer data according to the law on information and</div><div>electronic transactions. And to analyze the punishment of the perpetrators of the</div><div>crime of theft of banking customer data according to the law on information and</div><div>electronic transactions. The research uses a normative juridical approach that</div><div>emphasizes library research. In this research, the legislation approach, conceptual approach, and case approach are used. Sources of legal materials used are primary, secondary and tertiary legal materials. The analysis of legal materials used is qualitative.</div><div>Based on the results of the study, it shows that law enforcement used as the</div><div>legal basis for cybercrime cases is Law Number 11 of 2008 concerning Information and Electronic Transactions (ITE). With the existence of the ITE Law, it is hoped that it can protect the information technology user community in Indonesia, this is important considering the number of internet technology users is increasing from year to year. The increasing use of the internet on the one hand provides a lot of convenience for humans in carrying out their activities, on the other hand it makes it easier for certain parties to commit a criminal act, this technological advance also affects the lifestyle and mindset of humans. information. The punishment carried out by law enforcement against the theft of customer data is based on existing laws and regulations such as Law no. 21 of 2011 Article 29 in the form of providing facilities for resolving customer complaints that have suffered losses which state that financial services business actors must be responsible for consumer (customer) losses.</div>

Improving Entrepreneurs’ Digital Skills and Firms’ Digital Competencies through Business Apps Training: A Study of Small Firms

The lack of awareness of digital services and outcomes is a concern in business environments since small firms need to improve their digital competencies. The present exploratory study investigated whether business apps training was associated with entrepreneurs’ and firms’ digital advancements. The business apps training was offered to migrant entrepreneurs running small firms in Athens (Greece) over three months, with data collected before and after the training. The analysis revealed that business apps training was positively associated with entrepreneurs’ attitudes toward technology, willingness to change (relating to technology/skills/operations), and internet/digital skills, as well as an increased use of business apps. Moreover, the training was positively associated with firms’ digital competencies related to communication, networking, social media, customer relationship management, payments, accounting and finance, and project management operations. Furthermore, business apps training was positively associated with migrant entrepreneurs’ integration into Greek society. Given the increased number of migrants in Europe, factors that positively impact their entrepreneurship and integration merit consideration. The study provides researchers with a systematic method for evaluating the association between business app training and entrepreneurs’ and firms’ digital advancements.

Context-oriented performance evaluation of network selection algorithms in 5G heterogeneous networks

Vertical handover is the essential feature of the next generation of heterogeneous wireless networks. Network selection among accessible candidates is the most critical step in vertical handover procedure. Although various algorithms for network selection have been proposed during recent years, there is no comprehensive study to consider all subscribers’ context and requirements in a systematic structured manner. Furthermore, due to different approaches and variety of parameters related to this complicated problem, no inclusive benchmark exists to evaluate the performance of the algorithms. In this paper, we define a global user satisfaction indicator (USI) as a quantitative metric which comprehensively qualifies all candidate networks based on all subscribers’ contexts. Our method is inspired by analytical hierarchical process (AHP) and utility function theory which systematically integrates both customer and network side parameters. This idea leads to proposing a novel algorithm called opportune context-aware network selection (OCANS). OCANS is a network-assisted user centric approach which dynamically and automatically takes into account customer context in the decision of the best network to achieve maximum user satisfaction. In addition to analytic computations, our practical simulation framework evaluates and compares OCANS to well-known network selection algorithms such as simple additive weighting (SAW), technique for order preference by similarity to ideal solution (TOPSIS) and Multiplicative Exponential Weighting (MEW). Simulation results along with analytic computations show that our proposed algorithm not only leads to higher USI, but also is aligned to customer preferences and has superior performance in desired indicators such as number of handovers, security grade, quality of service (QoS), energy consumption and service cost.

RESERVE VENDING MACHINE FOOD WASTE SEBAGAI DEPOSITO MELALUI QRIS BANK SAMPAH RUMAH TANGGA

The problem of waste is one of the things that need to be considered by society, especially food waste. Household waste management has begun to be carried out using the Reduce, Reuse and Recycle (3R) method but has not yet used technology. By using Finite State Automata (FSA) which is the basic concept of the Vending Machine (VM), waste management can be more economically by converting waste into balances for Rubbish Bank customers which of course becomes income for the society. In the payment method, QRIS applies where the customer does not get cash but immediately gets the balance which will go into the customer's own account. This implementation certainly reduces the amount of waste because it applies paper less and cashless. In this Reserve Vending Machine Food Waste process using Non-Deterministic Finite Automata (NFA).