After-sales Service Research Articles

Research on Customer Relationship Management Strategy of "Hearing Aid Fitting" Based on Refined Data Analysis

Wearing hearing aids can help hearing impaired patients enter the sound world, so as to improve their quality of life. Hearing aid fitting is highly professional and requires long-term after-sales service. This paper takes 300 impaired patients and 50 hearing aid fitters of Siemens hearing aid fitting Engineer as the research object to analyze the main influencing factors of hearing impaired patients' purchase of hearing aids and the key factors to improve long-term satisfaction. Hearing aid effect, wearing comfort and service quality significantly affect the long-term satisfaction of hearing-impaired patients. Brand, price, refined customer relationship maintenance and technical personification have a positive impact on customer repeat purchase and recommendation.

EFEKTIVITAS PROMOSI ONLINE, LAYANAN PURNA JUAL DAN PERSEPSI HARGA UNTUK MENINGKATKAN PENGAMBILAN KEPUTUSAN PADA M-COMMERCE

The purpose of this study is to investigate how pricing perception, after-sales service, and online promotion influence online purchasing decisions. The sample is 150 respondents who have made online purchases via smartphones. Multiple linear regression was employed in the data analysis with SPSS 20.0. The conclusions in this study are as follows: 1) Perception of price affects online purchasing decisions; 2) After-sales service does not affect online purchasing decisions; 3) Online Promotion affects online purchasing decisions. Price perceptions and online promotions affect online purchasing decisions because prices are sensitive, especially for mothers or women. Consumers are rational economic actors. This means that they will take decisions or actions that are most beneficial to them, in this case, related to the price of goods. The law of supply and demand concerns price and quantity. If prices fall, the need for goods and services will increase, and vice versa

Analisis Produktifitas Teknisi Menggunakan Metode Full Time Equivalent Dan Objective Matrix Di PT Eurokars Surya Utama

Introduction: The research in this thesis is motivated by problems in aftersales services at PT Eurokars Surya Utama, namely the accumulation of units in Waiting Bay and the occurrence of time delays exceeding service estimates. The purpose of this study is to analyze the productivity of technicians using the full-time equivalent and objective matrix methods at PT Eurokars surya utama. Method: The research method used in this study is the study of data. For the data analysis method, this study uses the Full Time Equivalent & OMAX method. Results: The results of this study show that all technicians do excessive work or get a fairly high workload from checking to finishing and also low productivity due to lack of labor. This was obtained based on the results of the FTE method, which was more than 1 and was declared overloaded and the OMAX method which showed the productivity result of the HR ratio of 0.008. The result of 0.008 is the lowest result of the 5 ratios processed. Conclusion: It is necessary to evaluate employee performance and apply FTE and OMAX methods as a basis for determining employee workload so as to prevent overload

Warranty Cost Analysis for Multi-State Products Protected by Lemon Laws

The implementation of lemon laws in America has played an important role in improving the quality of after-sales service. Nowadays, many countries, such as China, Canada, Europe, Australia, Singapore, and South Korea, have adopted lemon laws in various industries to protect the interest of consumers. From the perspective of manufacturers, accurate estimation of the cost of the warranty service is of great importance in guiding product pricing, quality control, and design of warranty policies. According to the terms of different lemon laws, two warranty models considering the repair time and numbers for failures are proposed in this paper. Products under these models are multi-state, and Markov processes are used to model the degradation processes of products. In the first model, a product will be replaced by a new one if the time for a repair or the number of failures exceeds their respective thresholds over the warranty period. Under the second model, both catastrophic and minor failures are considered. A product will be replaced if one of the following three conditions is met over the warranty period: the time of one repair action (regardless of failure type) is longer than a time threshold; the number of minor failures is larger than a preset threshold; a catastrophic failure occurs. The expected warranty cost rates under the two proposed warranty models are derived under the assumption of renewable warranty terms. Numerical examples are given to illustrate the results obtained.

Pharmaceutical Sales and Marketing

Market relationships and rivalry are developing in the pharmaceuticals sector. defines the need for the main marketing provision's characteristics and scientific, deliberate use in the context of population drug supply. Pharmacies and pharmaceutical companies' marketing strategies help them respond effectively to environmental changes, consumer expectations, and organisational skills for market research and analysis-based management decisions. From the planning stage and product development to after-sales service and the examination of the consumer's response to it, marketing has a broad range of applications. When entering a foreign market, marketing is crucial to boosting exports

Adversarial Artificial Intelligence in Insurance: From an Example to Some Potential Remedies

Artificial intelligence (AI) is a tool that financial intermediaries and insurance companies use or are willing to use in almost all their activities. AI can have a positive impact on almost all aspects of the insurance value chain: pricing, underwriting, marketing, claims management, and after-sales services. While it is very important and useful, AI is not free of risks, including those related to its robustness against so-called adversarial attacks, which are conducted by external entities to misguide and defraud the AI algorithms. The paper is designed to review adversarial AI and to discuss its implications for the insurance sector. We give a taxonomy of adversarial attacks and present an original, fully fledged example of claims falsification in health insurance, as well as some remedies which are consistent with the current regulatory framework.

A novel belief-based QFD-AHP model in interval type-2 fuzzy environment for lean after-sales service in automotive industry

PurposeThe purpose of this paper is to propose a novel lean management tool to provide a comprehensive and flexible evaluation model while converting customer voices into technical characteristics in lean implementations.Design/methodology/approachFor this purpose, the proposed model was constructed by belief space-evaluations, quality function deployment (QFD) and analytic hierarchy process (AHP) in interval type-2 fuzzy (IT2F) environment. This model involves three phases: determining the linguistic weights and belief-based relations with their IT2F-sets, processing information about IT2F-based belief-evaluations and ranking the technical characteristics using the defuzzified belief-based relative importance values.FindingsThe proposed model was applied to automotive after-sales service in Turkey to demonstrate its use in lean service-decisions. This model was compared with its classical and type-1 fuzzy versions. The ranking-results of the proposed model differed from those of the other versions. The reason is that the IT2F-environment offers a sensitive and flexible evaluation of the model’s linguistic scales.Research limitations/implicationsCalculations in the proposed model may be quite involved for practitioners. An Excel-dashboard was created to simplify the computational complexity.Practical implicationsResearchers/practitioners can apply this model to any lean manufacturing/service implementation.Social implicationsCompany managers/employees/customers can recognize their perception-mechanisms via belief space-evaluations and experience how uncertainty in the perception-mechanism affects their decisions.Originality/valueThe proposed model provides a new lean tool due to the Bayesian model combined with QFD-AHP in IT2F-environment. This model eliminates the ambiguity in conceptual change-based lean decisions.

Customer satisfaction of goat kids using Customer Satisfaction Index and Importance Performance Analysis (case study in goat production farm of East Java Livestock Agency)

This study aims to analyze customer satisfaction of goat kid and service quality attributes that are a priority to increase customer satisfaction. This research was conducted at Goat Production Farm of East Java Livestock Agency in Toyomarto Village, Singosari District, Malang, East Java, which is a producer of Etawa Crossbreed and Senduro goats. Respondents of this research were carried out using the total sampling method of buyers of goat kid from 2021 to 2023 with a total of 16 respondents. The research variables represent the elements of the marketing mix known as the 7P (product, price, place, promotion, process, physical evidence, and people) which are divided into 17 attributes. Primary data in this study were obtained through surveys and interviews assisted with instruments in the form of questionnaires. At the same time, the secondary data in this study were performance reports and literature. The results showed a customer satisfaction index of 74.02% in the good category. The main priority for performance improvement can be made to improve the genetic quality of parents in order to produce good quality offspring, completeness of sales supporting documents, adequacy of sales promotion information, after-sales service in the form of customer technical assistance. Furthermore, the mechanism determines the price of goat kid, the ease of the payment process through receipts, the availability of non-cash payments, and the existence of proof of payment accompanied by agency identity.

The impact of service maintenance on the quality indicator of manufactured products

To create conditions that ensure the competitiveness and high quality of products, an industrial enterprise should have a system for managing the quality of products. This should include product quality management at all stages of the production cycle. Product quality management should be comprehensive, involving the use of organizational, economic and technical measures. A comprehensive quality management system at an enterprise should be based on the quality standards adopted at that enterprise. The evaluation of the quality of the products produced from the point of view of its buyer is subjective and depends on the usefulness of this product to a particular consumer. It is advisable for an enterprise to track consumer preferences in order to make its products better from the point of view of customers. After-sales service is an important element in the way of promoting products on the market. The organization of effective service requires the coordination of technical, marketing and commercial activities, taking into account consumer preferences.

DEVELOPMENT OF THE STRATEGY FOR THE ENTERPRISE OF THE UKRAINIAN COMPANY ON THE INTERNATIONAL BUSINESS MARKET UNDER MODERN CONDITIONS

The article deals with the development of a strategy for a Ukrainian enterprise to enter the international business market under modern conditions, which would allow the enterprise to strengthen its position on the foreign market. The model of strategic management of the enterprise is described, thanks to which the management's decision to enter the international market requires the development of a concept and strategy for the development of its foreign economic activity. Development of nationally oriented marketing into international requires adaptation of the entire marketing complex, starting with the analysis of external ones factors affecting the company, ending with behavioral characteristics the latter in after-sales service, as well as its investment activity, with taking into account the interests of consumers of foreign markets. Decisions made by companies in this area have a strategic and tactical aspect. The conditions of activity in international markets for the exit of Ukrainian enterprises and organizations to foreign markets are considered, which will provide new opportunities for doing business in modern conditions. Therefore, to ensure effective foreign economic activity the company needs to clearly define its development strategy, which will provide long-term benefits in the future competitive advantages. The entry of a business into the international arena allows attracting new customers and reducing risk losses, increase the competitiveness of the enterprise and increase its capitalization. A foreign economic strategy is necessary for the enterprise as a means of achieving uniqueness, recognition and image reflection as a whole. The article defines factors that determine the necessity and possibility of enterprises entering the foreign market: market factors potential and market environment, technological, economic, competitive factors.

Адаптивне управління українського ритейлу до реалій споживача

The article addresses the issue of adaptive management of Ukrainian retail to consumer realities in the conditions of a state of war. The state of Ukrainian retail under the challenging circumstances of the Russian-Ukrainian war has been investigated, and the main challenges it has faced include economic instability, loss of trade enterprises, limited financial resources, infrastructure destruction, reduction of product assortment in retail chains, changes in the retail landscape, staff shortage, and shifting consumer priorities. The necessity of making changes in the retail sector's activities, particularly in the formation of a value proposition, which depends on the meaningful content of all elements of the business model, has been justified. It should meet three main criteria: relevance to current consumer demands, elements of innovation (uniqueness), and service orientation. The important role of consumers in shaping the trajectory of the retail sector's development has been substantiated. Changes in the behavior of Ukrainian consumers, resulting from the pandemic and massive military actions on the territory of Ukraine, have been analyzed. A trend towards increased economy and rationality in consumer purchasing behavior compared to the pre-war period has been identified. Changes in consumer buying behavior associated with the strengthening of Ukrainian society's consolidation, national identity, conscious choice to support domestic producers, the army, political positions, language of communication, or cooperation with the aggressor country have been noted. Adaptive measures for the recovery and development of Ukrainian retail in the conditions of a state of war and post-war period have been proposed, including: adjusting the product assortment and marketing strategies of retailers according to new needs, opportunities, and preferences of their customers; focusing on expanding the range of online services; improving sales and after-sales service; implementing an omnichannel communication model; and utilizing innovative sales technologies.

A Study on Consumer Purchasing Behaviour Towards Hero Motor Bikes

The present study aims to investigate customer purchasing behaviour towards Hero motor bikes. Both quantitative and qualitative data were collected from a sample of Hero motorbike customers. The research aims to identify the factors that influence customer buying decisions, including brand perception, product quality, price, and availability The study found that factors such as brand loyalty, affordability, fuel efficiency, and after-sales service were the key determinants of customer purchasing behaviour. Additionally, the study revealed that customers preferred to rely on recommendations from family and friends and advertisements to make informed purchase decisions. The findings of this study have important implications for marketing strategies aimed at attracting and retaining customers in the highly competitive motorcycle industry.

PROJECT APPROACH TO MODELING BUSINESS PROCESSES AT KYIVSTAR PJSC

Objective. Conduct modeling of business processes of Kyivstar PJSC using a project approach. Methods. To study the directions of application of the project approach to the modeling of business processes of PJSC «Kyivstar», the dialectical method was used (for the general directions of application of the project approach during modeling of business processes, to obtain a scheme of meaningful components of the business model of PJSC «Kyivstar» and to develop the structure business processes of the organization taking into account the project approach); graphic (to present the results of the project implementation of business process evaluation of the competitive status of PJSC «Kyivstar» and the assessment of market attractiveness); method of algorithmic modeling (for the structure of the algorithms of the studied business processes of PrJSC «Kyivstar», which were presented as separate projects). Results. In the process of researching directions for the application of the project approach to modeling business processes of PJSC «Kyivstar», a diagram of meaningful components of the business model of PJSC «Kyivstar» was drawn up. The Moqups service was founded for the algorithmic modeling of business processes of PJSC «Kyivstar»: placing an order for service connection and after-sales service. As separate projects, the business processes of assessing the company's competitive status and assessing market attractiveness were presented, and the results of these two process projects were presented on petal graphs. An improved structure of business processes of the organization is proposed, taking into account the project approach, and the main features of the structure of business processes according to the project approach are determined. Therefore, the project approach to modeling business processes helps organizations to effectively manage their activities, providing orientation to results, control and continuous improvement.

Analysis of the Effect of Service Quality on Customer Satisfaction with Full Time Equivalent, Customer Satisfaction Index, and Importance Performance Matrix in the Time Care Service Center Section

Timecare Service Center is an official service center in Indonesia that provides aftersales services for watch products with certain brands that have established cooperation. Timecare Service Center has problems in the field of service estimators that have the task of repairing damage to customer products. The service estimator department often experiences an overload, which has a negative impact on employees and customers. A service quality analysis is carried out to determine the influence of these dimensions on customer satisfaction, and then customer satisfaction calculations are carried out. The customer satisfaction index, importance-performance matrix, full-time equivalent, and hypothesis analysis were used in the study. Based on the calculation results, a customer satisfaction index of 85.71% was obtained, which showed a high Time Care customer satisfaction index. The FTE value 2.22 is > 1.28, categorized as a workload in the service overload estimator process. Five dimensions of service quality: four dimensions positively and significantly influence customer satisfaction. The mapping results with the Importance Performance Matrix are known to have two items that must be improved: tangibles and responsiveness.

Investigating after-sales service, customer satisfaction and word of mouth nexus: evidence from a branded car dealership

Investigating after-sales service, customer satisfaction and word of mouth nexus: evidence from a branded car dealership

Graphical user Interfaces Generation from BPMN (Business Process Model and Notation) via IFML (Interaction Flow Modeling Language) up to PSM (Platform Specific Model) Level

The fundamental concept behind the MDA (Model Driven Architecture) approach is the development of many models, first the Computation Independent Model (CIM), then the Platform Independent Model (PIM), and lastly the Platform Specific Model (PSM) for the concrete implementation of the system. Web applications are just one example of customized software that is now being developed at an increasing rate. Interaction Flow Modeling Language (IFML) was developed to represent the front end of any program that necessitates a powerful interaction with a user through the use of an interface, regardless of the technical details of its implementation. There are various modeling tools for IFML; the Webratio tool is an illustration that facilitates the generation of the entire web application. This article discusses the model transformations in the MDA’s approach, starting from the CIM level up to the PSM level through the PIM level. To begin, we created the Business Process Model and Notation (BPMN) and IFML metamodels in Eclipse tool, we created also the BPMN model, and we get the IFML model by applying the shift rules in Atlas Transformation Language (ATL). Finally, we generated the application using a standard tool that implements IFML Webratio tool. A CRUD (Create, Read, Update, and Delete) features for the after-sales service case study were provided to illustrate the conversion strategy from the CIM level via the PIM level to the PSM level.

Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the data envelopment analysis approach

Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the data envelopment analysis approach

RFID technology usage effect on enhancing warehouse internal processes in the 3pls providers: An empirical investigation in Jordanian manufacturing firms

In the last two decades due to fast enhancing technology tools such as Radio frequency identification (RFID), which plays a crucial role in enhancing the ability of many firms to obtain a wide array of information about the site and features of any entity that can be physically tagged and wirelessly scanned within certain technical limitations. Furthermore, RFID technology can be adopted and implemented in a range of diverse functions, duties, and business-to-business systems (B2B) along the value chain, including services, intra-business logistics activities, as well as marketing and after-sales service applications. In total, 26 semi-structured interviews were involved in this study; several interviews were applied with senior, production, operations, facilitation, distribution, logistics, and warehouses managers, senior 3PLs provider managers, and supervisors and warehouses men from Alkasih and five 3PLs providers in Jordan country. Our forecast results for the third-party logistic providers' sample have shown an enormous growth that would reach 38.5% by 2030. Therefore, we have proposed RFID as a business process reengineering technique to mitigate the coming growth instead of expansion that would cost a huge amount of money due to land high costs. Moreover, we have noticed through our visits that the space utilization and warehouse capacity are very high and most of the warehouses are seeking expansion or employing additional operators to handle the current growth.

Effects of Live Streaming Commerce on Returns and Measures for Return Avoidance from a Customer’s Perspective

While live streaming commerce enriches product presentation and expands the scope for interaction compared to traditional online shopping, this retailing approach often leads to spontaneous purchases. Hence, the hurdle for returns is comparatively low, and this is particularly the case with fashion items. We have identified eleven measures to avoid returns from the literature and an evaluation of fifty-seven experienced users. A sample of 509 Chinese participants was analysed, and their influence on customer satisfaction was evaluated using the Kano model. Truthful product description, detailed product information, live interaction, and personal customer service during the post-live streaming stage are viewed as valid performance measures, and the absence of a detailed description of the shipping and delivery times and return policy is a basic source of dissatisfaction. Our recommendations to platforms and streamers include presenting detailed product information during live streaming, refraining from deceptive advertising, and providing sufficient staff for after-sales service.

НЕЧЕТКАЯ ОЦЕНКА ПЕРСПЕКТИВНОСТИ ЗАКАЗА ДЛЯ ИННОВАЦИОННОГО ПРЕДПРИЯТИЯ

The authors of this article propose developing a methodology for assessing the potential of an order for an innovative industrial enterprise, taking into account uncertainty at the contracting stage and using international industry profitability and turnover standards. Such a proposal is positioned in the «modified marginal profitability – asset turnover» coordinates. Depending on the niche that the order falls into, the enterprise chooses one of three negotiation strategies for the order: a) determining the volume of concessions, b) fighting for basic contract terms, or c) refusing to execute the order. Accounting for uncertainty in the order based on a fuzzy model allows the enterprise to assess the risks that, during the order's life cycle, it will be depositioned (change its niche) and ultimately prove unprofitable for the enterprise. A calculation example is included. Order risk management based on a fuzzy model enables enterprises to take preemptive measures to counter risks (shortening production times, minimizing the cost of the order, hedging import operations, etc.). If the integrated risk during the negotiation stage exceeds 20%, the order priority should be reduced and the terms of its contract should be reevaluated during the negotiation or tender process. This article focuses on the starting risk background around the order. However, a model can be proposed in which the integrated risk of the order is assessed at all stages of its life cycle, including aftersales services. These proposals are aimed at enterprises with smallscale custom production and a high proportion of hightech products in circulation. For such enterprises, order risk management is the basis for survival and maintaining acceptable levels of profitability.