Actual Customer Research Articles

Mitigating data inaccuracy and supply chain challenges in Western Romania's automotive industry

The purpose of this paper was to emphasize the importance of data accuracy within internal logistics systems and their extended influence on supply chains in automotive industry through 6-month multiple case studies conducted on 3 first tier original equipment manufacturers (OEM) based in Western Romania. The study investigates the most common causes of data inaccuracies among automotive suppliers and their approaches to reduce consequential supply chain issues and be more agile. Data collection and analysis revealed that main issues arise due to ordering quantities mismatching actual customer demand, a wide range of order lot sizes, lead times and delivery reliability concerns and the reluctance to shift away from mainstream cost-effectiveness and towards strategic added value thinking. These issues sourced significant other related operational challenges such as excessive inventory, short-term stockouts and subsequent express shipping services or product-related inconveniences (quality and capacity levels, contracted volumes and dedicated lines). The paper sources different logistics and supply chain strategies used by the 3 OEMs, their features and operational performance, as well as their overall effectiveness, which can be applied by other automotive industry suppliers to improve own results. Introducing more reliable real-time data collection tools and performance metrics has started hauling more focus towards solving these prevalent issues with some ongoing improvement projects showing up to 25% better results. For one of the 3 OEMs introducing a new warehouse management system has already sourced an overall quality increase (5 percentage points) due to a 60% higher utilization of its production equipment.

Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study

Purpose This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value. Design/methodology/approach A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three types of attributes (environment, service and food) and identified the key attributes along with their influencing factors. Subsequently, through field questionnaires (Study 2) involving 269 actual customers, structural equation modeling was used to analyze how the identified key attributes and their influencing factors impact customer perceived value. Findings This study reveals that customers in robot chef restaurants prioritize food attributes, particularly valuing food authenticity alongside food quality. In contrast to traditional restaurants, customers’ evaluations of food attributes in robot chef restaurants are significantly influenced by the competence of robot chefs. Notably, customers’ negative attitudes toward robots diminish the positive effects on both food quality and food authenticity. Practical implications To enhance customer perceived value, robot chef restaurants should concentrate on food attributes. They can achieve this by fostering a high-quality, authentic food experience through the elevation of robot chefs’ competence and by providing customer education. Originality/value This study expands research on the customer experience in robotic restaurants by proposing an integrated model determining factors that affect the perceived customer value.

A novel classification algorithm for customer churn prediction based on hybrid Ensemble-Fusion model

Nowadays, customer churn issues are becoming more and more important, which is one of the most important metrics for evaluating the health of a business it is difficult to measure success without measuring customer churn metrics. However, it has become a challenge for the industry to predict when customers are churning or preparing to churn and to take the necessary action at the critical time before they do. At the same time, how to keep the place of deep research on the 17 machine learning algorithms in 9 major classes of machine learning classics production is the first problem we are facing. Through customer churn deep research, we mentioned the Ensemble-Fusion model based on machine learning and introduced a smart intelligent system to help reduce the actual customer churn about the production. Comparing with most popular predictive models, such as the Support vector machine algorithm, Random Forest algorithm, K-Nearest-Neighbor algorithm, Gradient boosting algorithm, Logistic regression algorithm, Bayesian algorithm, Decision tree algorithm, and Neural network algorithm are applied to check the effect on accuracy, AUC, and F1-score. By comparing with 17 algorithms in 9 categories of machine learning classics, the data prediction accuracy of the Ensemble-Fusion model reaches 95.35%, AUC score reaches 91% and F1-Score reaches 96.96%. The experimental results show that the data prediction accuracy of the Ensemble-Fusion model outperforms that of other benchmark algorithms.

The Effectiveness of Immersive Virtual Reality Simulation as an Innovative Learning Strategy for Acquisition of Clinical Skills in Nursing Education: Experimental Design.

Background: A transformation of learning in nursing is necessary to prepare students for developing complex clinical environments. The essential aim of clinical nursing learning is to enhance the integration of theoretical knowledge in the clinical environment by using various innovative strategies, such as immersive virtual reality (VR) simulation to develop a learning process that allows students to gain knowledge and perform skills in a visually attractive way, which enhances the quality and safety of clinical learning through repeated exposure to educational content that supports students' cognitive and psychomotor skills. Objective: This study was aimed at determining the effectiveness of immersive VR simulation as a learning strategy on the acquisition of intramuscular injection skills in nursing education and the performance level of nursing students compared with a physical learning environment (low-fidelity simulation). Materials and Metods: The experimental design (pre-post-test) was used among first-year nursing students (N = 66) (control group = 33, hip model and experimental group = 33, VR simulation) of the summer semester of 2019-2020 in the Faculty of Nursing at Near East University in Cyprus. Results: There is a significant difference between both groups in performance psychomotor skills scores, and the mean was higher in the experimental group (P = 0.002) and a significantly longer period of time than in the control group (P < 0.05). Conclusion: Immersive VR simulation is a supplementary tool and useful teaching-learning strategy for training in nursing education alongside physical laboratory (hip-model and mannequin) and psychomotor skills requiring the ordering of skill steps in teaching, and it provides realistic experiences in a safe environment instead of the unavailability of actual customers in clinical settings.

Optimizing Ketchup Manufacturing Process: A Tecnomatix Simulation for Reduced Waiting Time and Improve Operational Efficiency

This research investigates the optimization of a ketchup production factory layout using Tecnomatix Plant Simulation software to enhance resource utilization and production efficiency. Both push and pull system were used to analyzed the entire ketchup production process, from receiving raw tomatoes to the final product storage, incorporating various processing stations with different processing times. In a push environment, driven by predetermined schedules, the simulation results showed an increasing trend in throughput over 4, 7, 11, and 14 days, with significant efficiency gains over time. In a pull environment, driven by actual customer demand, throughput simulations of 50, 100, 200, and 500 units demonstrated increasing productivity with higher workloads. The findings highlight the importance of optimized workstation layouts to reduce idle time and improve workflow, emphasizing that while push environments maintain consistent productivity, pull environments offer greater efficiency through flexibility and responsiveness to demand.

Optimizing supply chain management: strategic business models and solutions using SAP S/4HANA

In today's highly competitive and rapidly evolving business environment, optimizing supply chain management (SCM) has become a critical imperative for organizations aiming to enhance operational efficiency, reduce costs, and improve customer satisfaction. SAP S/4HANA, a next-generation enterprise resource planning (ERP) suite, offers a comprehensive and integrated platform for streamlining and modernizing SCM processes. This review explores the strategic business models and solutions facilitated by SAP S/4HANA, focusing on its impact on various facets of supply chain operations, including procurement, manufacturing, logistics, and inventory management. The implementation of SAP S/4HANA enables organizations to leverage advanced analytics, real-time data processing, and intelligent automation to optimize supply chain functions. By providing a unified view of supply chain activities, SAP S/4HANA enhances visibility, enabling proactive decision-making and fostering a more responsive and agile supply chain. Key features such as predictive analytics and machine learning algorithms facilitate demand forecasting and inventory optimization, reducing the risk of stockouts and overstock situations. Furthermore, SAP S/4HANA supports the integration of Internet of Things (IoT) technologies, allowing for real-time monitoring of assets and operations. This connectivity enhances the ability to manage logistics and transportation more efficiently, reducing lead times and improving delivery performance. The platform's ability to harmonize data from various sources also aids in supplier collaboration, ensuring better alignment with suppliers' capabilities and enhancing the overall supply chain resilience. Strategic business models enabled by SAP S/4HANA include just-in-time (JIT) production, which minimizes inventory costs, and demand-driven replenishment, which aligns production schedules with actual customer demand. Additionally, the adoption of digital twin technology within SAP S/4HANA allows for virtual modeling and simulation of supply chain scenarios, facilitating strategic planning and risk management. In conclusion, SAP S/4HANA provides a robust foundation for optimizing supply chain management through its advanced technological capabilities and integrated approach. Organizations adopting SAP S/4HANA can achieve significant improvements in supply chain efficiency, agility, and resilience, positioning themselves for sustained competitive advantage in the dynamic global market. This exploration highlights the transformative potential of SAP S/4HANA in redefining supply chain strategies and operational excellence.

Influence of Digital Marketing Strategies on Purchase Intention

Digital marketing is inevitably becoming popular in the marketing realm. Leveraging digital marketing strategies have been instrumental in fostering communication and engagement between brands and customers. These are recognized as powerful drivers capable of shaping customer’s purchase intention. However, a limited number of research explores the influence of these emerging trends on purchase intentions of customers in the fast-food chain industry. Therefore, the aim of this paper is to examine the influence of digital marketing strategies on customer’s purchase intention, and to identify the most effective digital marketing strategy for crafting compelling content and disseminating marketing messages to achieve the intended marketing goal. This study employed a correlational quantitative research approach with convenient selection of participants, utilizing a modified survey questionnaire as the principal means of data collection. The sample consisted of One Hundred Ninety-eight (198) actual customers of selected fast-food restaurants in España Boulevard, Manila. The data retrieved from the survey questionnaire was analyzed and interpreted using a Five-point Likert scale designed for measuring inter valdata. The findings of this research revealed that utilizing social media marketing, webinar platforms, mobile applications and e-commerce significantly influence customer’s purchase intention. Furthermore, it came to light that there is a highly statistically significant relationship between digital marketing strategies, namely, social media marketing (r=0.864, p=0.027), brand exposure through webinar platforms (r=0.802, p=0.055), mobile applications and e-commerce (r=0.854, p=0.031) on customer’s purchase intention of selected fast-food restaurants, and a positive strong correlation between affiliate marketing (r=0.759, p=0.080) and the latter. In addition, the results revealed that there is a positive moderate correlation between content marketing (r=0.548, p=0.260), and email marketing (r=0.575, p=0.232) on customer’s purchase intention.

A quantitative approach for evaluating the impact of increased supply chain visibility

Communication and collaboration between supply chain partners is more important than ever. To achieve this, visibility between different supply chain tiers is essential. Recent literature has discussed the benefits of increased supply chain visibility, but more research is necessary to provide concrete evidence. The main question this article aims to answer is about what parts of a supply chain are critical for establishing and increasing visibility. Toward this end, this study uses the amount of unmet customer demand as a performance measure, and performs simulations and empirical analysis on multi-tier supply chains of various sizes. Results indicate that the customers (i.e., downstream supply chain) are the most critical components, and the managers must focus on increasing visibility with them. In addition, visibility in the downstream can be nearly as effective as full visibility in specific settings: The maximum gap between the amounts of unmet demand for the two settings is about 7%. However, the main value of full visibility becomes more apparent when significant deviations exist between forecasted and actual customer demand amounts. As the experiments demonstrate, full visibility in the entire supply chain is the most effective level of visibility.

Модель организации сервисных услуг на железнодорожных вокзалах

Objective: the development of service activities at the infrastructure facilities of the passenger complex from the perspective of revising the standard set of services (mandatory, additional, related) provided to passengers and customers at railway stations. A set of services has been revised and proposed based on the volume of services consumed and actual customer requests. Methods: the work uses methods of empirical and experimental-theoretical level: observation, questioning, comparison, data analysis, etc. Results: practical examples and recommendations of services for railway stations are given, due to the adaptive transition to the separation of services in customer service (“single window”). Practical significance: the paper defines a typical set of services at railway stations, with a subsequent assessment of the possibility of considering them as a corporate asset.

광동체제 시기 해관 화폐의 출현 배경

This study analyzes the regulations converting Simayin(司碼銀) and 8-real coin into Kupingyin(庫平銀) and, through the procedures for assessing and converting actual customs duties after the payment of tariffs, examines the Yuehaiguan(粵海關) weights distinguishing them from the Kuping(庫平). The deputy customs duty structure of the Canton System created a subtle weight difference among Hubu(戶部), Yuehaiguan(粵海關), and Hong Merchants(行商). Analyzing this distinction, endeavors were made to trace the roots of the currency used in Chinese Maritime Customs, known as Haiguanliang(海關兩), back to the Canton System. As a result of the analysis, it was confirmed that the independent weights of Yuehaiguan(粵海關) distributed nationwide from Hubu(戶部) were different from Kuping(庫平), and it was conceptualized as ‘Yuehaiguanping(粵海關平)’. Yuehaiguanping(粵海關平) served as the weight standard for foreign trade and customs administration, differing from the certified weighing system represented by Yuehaiguankuping(粵海關庫平) used for accounting purposes. The weight system used by merchants, known as Simaping(司碼平), is considered to have originated from Yuehaiguanping(粵海關平), ultimately concluding that these two systems are essentially identical.“Previous studies on understanding Chinese Maritime Customs' generally share the perspective that, despite subtle differences, the Western-style customs system was introduced to China in a unidirectional process. The emergence of the currency Haiguanliang(海關兩) in Chinese Maritime Customs is considered a crucial mechanism for imperial powers to control Chinese customs. However, if we exclude the wounded pride of the Chinese people from the starting point of semi-colonialism, researchers need to explore the reasons why the Western customs system could seamlessly integrate into China's institutions without encountering significant resistance or conflict. The author aims to present a new approach to understanding Chinese Maritime Customs, which inherits the deputy customs duty structure of the Canton System. The form of outsourcing tax and customs duty operations to the private sector was not unfamiliar in pre-modern China. The idea of entrusting customs administration to tax professionals at that time was quite acceptable and feasible. The dismantling of the Canton System and the emergence of Chinese Maritime Customs signify not only the ultimate end of monopoly trade but also a significant transformation from the traditional Queguantizhi(榷關體制) to the Haiguantizhi(海關體制). This process can be understood as a major shift that could be based on the basic framework of the Canton System.

ANALISIS STRATEGI PEMASARAN MENGGUNAKAN METODE SWOT DAN QSPM UNTUK MENINGKATKAN TARGET PENJUALAN (STUDI KASUS: AHASS SUMBER KARYA WONOGIRI)

One of the authorized Honda workshops in Wonogiri Regency, namely Ahass Sumber Karya, based on management data, the target from management in the 2021 period has not reached the target of Ahass Sumber Karya management in 2021. In the period January-December 2021, Ahass Sumber Karya management has a target of 12,220 customers while the actual customers who come to do service are 10,119 customers. The research objectives identify alternative marketing strategies and determine the priority of alternative marketing strategies that management should use to increase the sales target of Ahass Sumber Karya. The method used to determine internal and external marketing strategies through determining the weight of IFE, EFE, IE matrix position, and strategy formulation using the SWOT method. To prioritize alternative marketing strategies using the QSPM method. The research results of the IFE matrix calculation obtained a total IFE score of 3,909 and the EFE matrix calculation obtained a total EFE score of 3,848.The strategy of the IE matrix is described as a growth and development strategy. The SWOT Matrix strategy produces 7 alternatives, namely SO 2 strategies, ST 3 strategies, WO 1 strategy, WT 1. QSPM matrix strategy priority assessment, Ahass Sumber Karya strategy to increase sales target strategy 2 with a TAS score of 4.895, namely improving service quality along with the higher growth of two-wheeled vehicles.

The Bridge To Acceptance: Investigating Consumer Perceptions of Virtual Bankers

Electronic banking technology advancements have resulted in new methods to process banking transactions, particularly through online banking channels. Virtual bankers are still in their early stages in Nigeria and are not being used as a significant cost-cutting tool for banks or to improve customer relationships. Using the technology acceptance model (TAM), this study will investigate the adoption of virtual bankers by customers of selected banks in Anambra State. The model was tested with a survey sample of 323 people, employing the survey research method as the research design, and simple linear regression to analyze the data. The study findings show that perceived usefulness and perceived ease of use have a positive and significant impact on virtual banker adoption. The study suggests that financial institutions adopt and deploy virtual banker platforms to enable seamless transactions and quick responses to task completion, as well as to improve job performance and overall output within the organization. Additionally, the study recommends that, for effective deployment and adoption of a virtual banker, financial institutions provide learning platforms that will ease the process and ensure that actual and prospective customers become proficient with the use and working processes of the virtual banker. The provision of learning platforms will encourage more consumers to get on board and adopt virtual bankers. Finally, the study suggests that virtual banker platforms and software should be continuously improved. This improvement aims to make them easier to use, faster in responding to consumer needs, and more innovative in addressing the anticipated and ever-growing needs of existing and future customers.

МОДЕЛЬ И МЕТОДИКА ИССЛЕДОВАНИЯ СКВОЗНОГО БИЗНЕС-ПРОЦЕССА В ТАМОЖЕННОЙ ЭКОСИСТЕМЕ

This article provides a detailed examination of the operations occurring in the customs system aimed at conducting documentary and actual customs control. The average volume of loads processed by a particular element of the customs ecosystem, as well as the average time spent by a declaration at each stage of customs clearance, were calculated, the main parameters reflecting the productivity of the subsystem elements were determined, and a model of a multi-channel mass service system was built to determine the average time spent by a declaration of goods in various subsystems (customs offices, customs offices of direct subordination, regional customs administrations).

Customer journeys and process mining – challenges and opportunities

Recently, there has been increased awareness about the importance of data derived from actual customer journeys, including the subjective customer experience, in the analysis and evaluation of service quality. In this paper, we explore how customer journey analysis and process mining can be combined to advance the analysis and improvement of services. First, we demonstrate the strengths and weaknesses of both methodologies using a specific case study as an illustrative example. Subsequently, we delve into the synergies and challenges inherent in their combination, deriving practical guidelines. We then suggest avenues for further research questions in this cross-disciplinary approach. The paper underscores the potential of aligning these methodologies to provide a more accurate and complete understanding of service delivery, ultimately contributing to the enhancement of customer experience.

ANALYSIS OF EXPLANATORY FACTORS FOR UNFAVORABLE VARIANCES BETWEEN FORECASTS AND ACTUAL CUSTOMER RESOURCES IN PRIMARY BANKS IN BENIN

Customer deposits are the backbone of the banking business and play a key role in the operation and prosperity of the financial sector, as the main source of funding for banks. The aim of this study is to analyze the factors that explain the unfavorable discrepancies between forecasts and actual customer deposits in Benin's primary banks. Data are collected by means of a questionnaire from a sample of one hundred and nine (109) banking professionals. The methodology used is based on frequentist analysis, correlation analysis and textual analysis. These analyses were carried out using three software packages: Excel for frequency analysis, R for correlation analysis and Python for textual analysis. The results obtained from the textual analyses show that the unsatisfactory customer experience, insufficient awareness of the bank's products, increased competition in the banking sector, the occurrence of unforeseen events and the precariousness of customers' resources, are explanatory factors for the above-mentioned discrepancies. Better communication on the bank's offerings, continuous innovation and capitalizing on the customer experience are some of the actions banks need to take to reduce the aforementioned gaps. However, this study has certain limitations, notably its specific sample of primary banks and the limited number of explanatory factors presented by this study.

Комплексный подход к интеллектуализации фактического таможенного контролях в парадигме интеллектуального пункта пропуска

The article provides a justification for the application of an integrated approach for actual customs control modernization in the regions of operation of customs posts located on the Russian Federation state border. The authors analyzed the current state of equipping customs posts with technical means of customs control in accordance with the risk management system used by the Federal Customs Service of Russia, identified problematic aspects of the process of digitalization of actual customs control. Also, ways to improve the efficiency of the existing fleet of technical means and tools for the implementation of these areas are proposed.

Examining The Role of Bank Interest Haram Fatwa on Factors Influencing Customer Desires

This research tries to explain the actual use of customers in the context of sharia banking in DIY. Specifically, this research aims to examine the role of fatwa knowledge in moderating the relationship between customer satisfaction, customer trust, and religious motives with behavioral intentions. A survey was conducted to collect data, resulting in 300 complete usable responses. Moderated Regression Analysis (MRA) was used to test the research hypothesis. The findings of this research reveal that customer trust and religious motives influence behavioral intentions, while customer satisfaction and fatwa knowledge have no influence. However, knowledge about the fatwa issued by the MUI was found to mediate the influence of customer satisfaction on behavioral intentions but did not mediate customer trust and religious motives on behavioral intentions. Additionally, behavioral intentions were found to influence actual usage by customers. Ultimately, this research provides valuable insights for practitioners and policy makers in the sharia banking industry to create actual utilization and increase customer literacy regarding fatwas in sharia banking.

Research of the state of customs clearance of cargo at the Ukrainian border transfer points

In international transportation, waiting in line for customs clearance often takes several times longer than the actual customs clearance. This article aims to show the influence of the technological and technical component of the customs process on its effectiveness, as well as the need to improve the methods of customs control during international transportation. The analysis of data on the current state of export transportation in Ukraine allowed us to identify the reasons for delays at border customs posts during international cargo transportation. The existing measures to improve customs procedures with cargo were reviewed. The prospects for carrying out technological operations and developing technical solutions to increase the efficiency of customs services and reduce the time of cargo clearance are outlined.

Specific promotion of tourist services in social networks

The tourism industry is unique in that workers are part of its product. In today's conditions, a properly planned marketing policy and quality work in social networks undoubtedly add competitive advantages to tourism organizations, positively affecting brand recognition and customer loyalty and, as a result, increasing sales. Every owner of a company in the field of tourism - a small travel agency, a network of agencies, or a large tour operator - is interested in making his company known to as many potential customers interested in the offered services as possible. Social networks are often used as an effective and inexpensive way of promotion to attract a paying audience. The use of ICT, SMM technologies, and modern digital channels increases the effectiveness of business communications in tourism. The availability of the Internet has changed the nature of advertising goods and services, led to changes in user activity, and influenced how advertising offers are distributed. Among the modern information and communication Internet technologies that are included in the set of marketing tools that contribute to the promotion of tourist services, the most effective are search marketing, classified advertising, display advertising, sponsored links, email marketing, hidden (viral) marketing; user content; blogging and SMM marketing. To increase efficiency in the target market, tourism enterprises and companies must actively use modern instrumental marketing solutions and strategies to convey to consumers the value of the products and services they offer with the help of modern digital channels and SMM marketing tools. The main reasons why it is necessary to promote tourist services in the Internet environment and social networks are highlighted. The essence of the method of user participation in social network communities is revealed. The classification of communities in social networks has been carried out. Social media marketing is characterized by quick launch, broad reach, ease of use, and the possibility of instant interaction with customers. The use of social networks as a means of promoting a tourist product on the market is cost-effective. It provides an opportunity to reach a broad audience, promptly inform actual and potential customers about new offers, and create demand for tourist services. Keywords: social networks, tourism, tourist enterprises, services, target audience.

Balancing Usage Profiles and Benefitting End Users through Blockchain Based Local Energy Trading: A German Case Study

The electricity market has increasingly played a significant role in ensuring the smooth operation of the power grid. The latest incarnation of the electricity market follows a bottom-up paradigm, rather than a top-down one, and aims to provide flexibility services to the power grid. The blockchain-based local energy market (LEM) is one such bottom-up market paradigm. It essentially enables consumers and prosumers (those who can generate power locally) within a defined power network topology to trade renewable energy amongst each other in a peer-to-peer (P2P) fashion using blockchain technology. This paper presents the development of such a P2P trading-facilitated LEM and the analysis of the proposed blockchain-based LEM by means of a case study using actual German residential customer data. The performance of the proposed LEM is also compared with that of BAU, in which power is traded via time-of-use (ToU) and feed-in-tariff (FiT) rates. The comparative results demonstrate: (1) the participants’ bill savings; (2) mitigation of the power grid’s export and import; (3) no/minimal variations in the margins of energy suppliers and system operators; and (4) cost comparison of Ethereum versus Polygon blockchain, thus emphasising the domineering performance of the developed P2P trading-based LEM mechanism.