Customer-centric Research Articles

Analyzing the Benefits of Industry 4.0 Technologies That Impact Sustainability 4.0 in Banking Services

The main aim of this paper is to analyze, through the Interpretive Structural Modeling (ISM) methodology, the contextual relationships between the systematization of benefits influenced by Industry 4.0 technologies in the banking services sector from the perspective of Sustainability 4.0. The proposed ISM approach was structured based on 14 benefits capable of influencing Sustainability 4.0 in the services sector through I4.0 technologies. The results showed that Macro (5) and Customer (8) benefits have a direct influence on all other S4.0 benefits in the banking sector. The article presents valuable managerial implications for managers of organizations that intend to or currently use 4.0 technologies in the banking services sector. A priori, the search for economic advantages appears to be a catalyst with greater influence on the model. However, this is not entirely evident, since there appears to be a strong interconnection between social, environmental, and economic benefits. This suggests that the search for other attributes beyond financial aspects can generate advantages for the organization considered essential for the type of business explored.

Analyzing Public Sentiment Towards BSI Service Disruptions Through X: Naïve Bayes Algorithm

Disruptions to banking services can negatively affect customer trust and happiness, thus affecting the bank's reputation in the eyes of the public. Analysis of sentiment expressed on social media is very important because it can provide a direct picture of individual perceptions and responses in real time. This research aims to analyze public sentiment towards disruptions in Bank Syariah Indonesia (BSI) services through social media using the Naive Bayes algorithm. Through this analysis, the research seeks to understand the pattern of public responses and perceptions of BSI disruptions and evaluate the performance of the Naive Bayes algorithm in classifying sentiment on related tweet data. The data used came from specific social media platforms, where sentiment analysis was conducted by categorizing the data into positive, negative, and neutral categories. The research findings show that the sentiment analysis of the community towards BSI service disruptions through X social media platforms shows a diverse pattern of responses and perceptions. This finding recorded 525 data points with negative sentiment, 325 data points with neutral sentiment, and 141 data points with positive sentiment. The research also compared the performance of the Naive Bayes algorithm with the Google Cloud Natural Language API, which showed an accuracy rate of 81.03%. This research provides valuable insights for Bank Syariah Indonesia in understanding public perception of BSI services on social media.

The Effect of Perceived Risk and Customer Experience on Loyalty Intention for Mobile Banking: The Moderating Role of Customer Satisfaction

In the banking industry, providing a range of conventional and high-tech services is crucial to ensure customer satisfaction. One area that requires attention is mobile banking services, which need to offer an engaging experience to keep customers satisfied and loyal. However, empirically, the evidence regarding the impact of the role of mobile banking customer satisfaction on loyalty intention seems to leave room for improvement. Research indicates that customer experience and the risks involved can have a significant impact on consumer satisfaction and loyalty intention. The study is conducted using explanatory research methodology, employing a quantitative approach and adhering to the positivist paradigm. This methodology aims to elucidate the causal relationship between variables, both through direct and indirect means. The research data was analyzed using PLS-SEM, which stands for Partial Least Square Structural Equation Method. The findings indicate that perceived risk has a detrimental influence on customer satisfaction, whereas customer experience has a beneficial effect. Research has demonstrated that customer satisfaction has a clear and substantial impact on the intention of customers to remain loyal. While all indirect links are supported, it is not possible to establish a direct relationship between perceived risk and customer experience on loyalty intention. The significance of customer satisfaction lies in its ability to connect perceived risk and customer experience results with loyalty intention. This study explores the implications for literature and management about mobile banking applications and the integration of perceived risk and customer experience in shaping customer satisfaction and loyalty in the banking sector. These advancements emphasize the significance of excellent customer experiences in enhancing customer happiness and loyalty. Companies must enhance client experience and strive to surpass expectations. Gaining a comprehensive understanding of the concept of "customer satisfaction" and its role as a mediator can help marketing and customer relationship management strategies effectively retain and attract customers.

The Effect of Product Personalization, User Experience, and Consumer Trust on the Level of E-Commerce Consumer Satisfaction in Indonesia

This study looks into how user experience, consumer trust, and product personalization affect Indonesian e-commerce customer happiness. To investigate the associations between these characteristics, data was gathered via surveys and analyzed quantitatively using 225 Indonesian e-commerce customers. The results show that consumer trust is positively influenced by product customisation, and consumer trust is positively influenced by user experience. Furthermore, customer satisfaction and confidence in e-commerce are strongly impacted by product customisation and user experience. These findings highlight the significance of personalized experiences, frictionless communication, and reliability in fostering customer satisfaction among Indonesian online shoppers. Through comprehension of these characteristics, enterprises can formulate focused approaches to augment customer contentment and cultivate enduring connections inside the Indonesian e-commerce domain.

Design thinking: Executing your organization's commitment to customer centricity

This paper discusses the concept of design thinking as an approach for organizations to become more customer-centric and elevate experiences. Design thinking involves understanding user needs, continuously iterating solutions, and embracing ambiguity through rapid experimentation. It places the customer at the heart of problem solving and innovation. The paper outlines five key steps of design thinking: 1) Empathize – Deeply understand user needs and expectations through ethnographic research like interviews and observations; 2) Define – Clearly identify problems or opportunities based on research, using tools like customer personas and journey maps; 3) Ideate – Brainstorm creative alternatives, drawing solutions from diverse sources of input including customers, employees, competitors, etc; 4) Prototype – Rapidly develop inexpensive prototypes for users to experience and provide feedback on to facilitate continuous improvement; 5) Test – Place prototypes into real-world environments and use co-creation by collaborating with users to further refine concepts. Successfully utilizing design thinking requires an organizational culture valuing customer-centricity, embracing continuous change, and failing fast to pivot quickly. The paper discusses applying design thinking to both external customer interfaces and internal operations and processes to elevate experiences across the board. This human-centric approach transforms businesses by keeping user needs central and enables the continual adaptation necessary in today's world to offer memorable engagements that foster lifelong customer relationships.

Assessing the Influence of Sustainable Practices on Guest Satisfaction and Loyalty in the Hotel Industry: An Empirical Investigation

This study explores the complex realm of service marketing in the lodging sector, specifically examining the dynamic and competing environment of the hotel industry. This is a trending and novel concept that the hotel industry is adapting to attract more customers. Service marketing in this context refers to the deliberate promotion and administration of intangible donations, such as guest circumstances, customer interactions, and the level of services supplied by hotels. This study investigates the distinct obstacles and advantages that hotel enterprises encounter when promoting their services, considering the intangible and qualitative characteristics of their products. An in-depth analysis is conducted on the numerous factors that influence client decisions such as pricing, location, brand public image, and internet reviews. Moreover, the research explores the importance of customer happiness and loyalty in the hotel sector, along with the impact of loyalty programs on visitor decision-making. The discussion will focus on hotel marketing tactics, which will be informed by the examination of real-world data and economic trends. In conclusion, success in the hotel industry within the hospitality sector hinges on delivering exceptional experiences, building robust customer relationships, and adapting to changing market dynamics and consumer expectations. This study enlightens the readers and the industry people on how to attain desired objectives of welcoming utmost population

PVSAT Optical strategy to boost glass sales in Sintang City

Pvsat Optics is a private company operating in the eye health sector. Glasses are one of the products at Optik Pvsat. Glasses are a visual aid for someone who suffers from nearsightedness or farsightedness. This research aims to determine Pvsat Optical's strategy for increasing glass sales in Sintang. The research method used in this research is descriptive qualitative research. Data collection techniques in this research were collected by interviewing customers, documentation, and observation. This research shows that Optik Pvsat uses several strategies to increase sales, namely conducting training for employees and implementing marketing strategies by utilizing social media. Promotions implemented by Optik Pvsat include promotions online and in person. Online promotions include social media such as WhatsApp and Instagram, while offline promotions include banners/billboards or direct education to customers. This education conveys the customer's benefits of using glasses.

TRANSPARENCY IN CORPORATE GOVERNANCE: ITS ROLE IN MITIGATING FINANCIAL RISKS AND IMPROVING PERFORMANCE METRICS

In-depth analysis of the vital role that openness plays in corporate governance is provided in this paper, with particular attention to how it improves organizational performance measures and reduces financial risk. Transparent corporate governance processes are more important than ever in a time of growing complexity in global business operations and elevated stakeholder expectations. Using a mixed-methods approach, this study combines qualitative insights from in-depth interviews with business executives, regulators, and governance experts with quantitative analysis of financial data from 500 publicly traded companies across several industries. The study's five-year duration, from 2019 to 2023, enables a thorough analysis of trends and causal connections. Based on reduced stock price volatility, fewer substantial financial restatements, and improved credit ratings, our results show a clear positive association between more corporate transparency and better financial risk management. Additionally, the study shows that businesses with more open governance processes routinely beat their less open competitors on a number of important performance criteria, such as customer happiness, employee productivity, and return on equity (ROE). The study also reveals complex connections between particular transparency metrics and performance results, emphasizing the necessity of customized strategies for improving openness depending on organizational and industry-specific factors. These revelations aid in the creation of an all-encompassing framework for putting corporate transparency into practice and gauging its effectiveness, offering practitioners, legislators, and scholars studying corporate governance useful direction.

부동산 거래 및 정보 플랫폼 활용에 관한 연구

The purpose of this study was to analyze how the benefits provided to users in the utilization of real estate transaction and information platforms affect user engagement and trust in the platform. The analysis methods used in this study included basic statistical analysis, factor analysis, and structural equation modeling, utilizing SPSS 27.0 and AMOS 24.0 programs as analytical tools. In April 2024, a survey was conducted among men and women in their 20s to 50s residing in various regions, and 602 final valid samples were selected and analyzed. The following research results have been derived: First, information acquisition benefits have a significant impact on trust. Second, psychological benefits have a significant impact on trust. Third, economic benefits have a significant impact on trust. Fourth, customization benefits have impact on trust. Finally, usage trust has a significant impact on immersion. Through the above research, implications were presented on which benefits to enhance in order for users to stay longer and develop trust in the real estate platform.

Family-customer happiness and its impact on customer citizenship behavior: A study of parent–child consumption in robot restaurants

Academic research on ways to promote family consumers' happiness in technology-enabled service contexts is limited. Based on the value co-creation concept and emotional contagion theory, this study focuses on parent-child consumption and develops a theoretical model of the relationship between customer–robot interaction experience, family emotional bonding, customer happiness, and citizenship behavior in robot restaurants. Further insights into the model were obtained by content analysis of 374 online customer reviews, and the model was tested by a questionnaire survey of 515 family customers. The results of structural model analysis show that customer-perceived child delight and customer engagement in robot services have direct and indirect effects on customer happiness through the enhancement of family emotional bonding. Customer happiness positively affects customer citizenship behavior and mediates the relationship between family emotional bonding and customer citizenship behavior. The study provides guidance for using robotics to promote the happiness of customers and prosperity of restaurants.

Strategising for the circular economy through servitisation

PurposeFrom a firm-centric perspective, this study aims to elaborate on the types of servitisation strategies that can support a firm’s circular ambitions by asking: What is the role of servitisation in narrowing, slowing and/or closing resource loops? And, how are resources and capabilities arranged to provide such strategic circular service offerings?Design/methodology/approachDrawing on the experiences of an international manufacturing company from a dynamic capabilities perspective, the study offers an analytical framework that goes inside the firm’s operationalisation of its service offerings to support circularity in terms of the strategic decisions made. This framework is later used to frame the findings.FindingsThe study highlights the case-specific feedback loops and capabilities needed to support circular transitions. Various resource and innovation strategies for circularity are combined along customer interfaces and in partnership with upstream actors. Yet, open innovation strategies are conditioned by physical distance to provide circular services in remote areas.Research limitations/implicationsThe main contributions are empirical, analytical, conceptual and practical. The servitisation framework for circularity connects prior servitisation-circularity research and provides an analytical tool for framing future studies. The study also expands the definition of open innovation in that closed innovations for circularity can be achieved through “open” information exchange in knowledge networks, as well as provides advice for similar large manufacturing companies.Originality/valueThis study focuses on the strategic choices made by industrial firms for circular service provision and emphasises the environmental benefits from such choices, in addition to the economic and customer benefits covered in extant servitisation research.

Go-Khitan's Home Care Circumcision Service Innovation Increases Customer Satisfaction

Background: Innovation has an important role in the implementation of health-related services to the community so that they can be better, cheaper and faster. Home care Go-Khitan is a health service provided by professionals at the patient's place of residence with the aim of helping to meet the patient's needs in overcoming the health problems they are experiencing. This research aims to see the extent of Go-Khitan Home Care health service innovation and its impact on circumcision customer satisfaction Methods: The type of research carried out was descriptive correlative using a cross-sectional design with a sample size of 32 respondents. Data collection was carried out by taking data through innovation questionnaires and customer satisfaction questionnaires directly and by Google forms. Results: The research results were analyzed using the Kendall Tau statistical test and the p value was 0.01. This value have meaning that Go-khitan home care health service innovation has a significant relationship with customer satisfaction Conclusion: Circumcision at home In a roundabout way, innovation will raise the bar for service excellence. Customer satisfaction will rise as service quality reaches its maximum potential.

Impact of firm/customer innovativeness and identification on customer value co-creation, happiness and satisfaction

Although, the growing insights of innovativeness, customer-brand-identification (CBI), or value co-creation (VCC) in destination/tourism and health service-contexts, limited remains recognized regarding the interface of these and related factors in luxury hotel-brand-contexts. Drawing on service-dominant-logic and social-identity-theory informed perspectives; we suggest and test a model that investigates the interface between firm-innovativeness (FIN), customer-innovativeness (CIN), CBI, VCC, customer-satisfaction and happiness with luxury-hotel-brands. A sample of 326 hotel-customers was analyzed by deploying PSL-SEM-based transmittal-mediation-analysis. Findings first exposed that FIN have a significant/positive effect on VCC and CBI. Second, our results corroborated CBI's positive impact on VCC. Third, results uncovered CIN's significant influence on VCC and CBI. Fourth, findings discovered VCC's positive influence on satisfaction and happiness. Finally, findings showed FIN's, CBI's, and CIN's indirect effect on satisfaction and happiness mediated through VCC. The study contributes existing-knowledge and facilitates hotel-marketers to best stimulate firm/customer innovativeness-based VCC, satisfaction and happiness, thus offers important implications.

Revolutionizing Global Business Excellence Through the Balanced Scorecard Success

This study evaluates PT Berkah Berabu Limpah's performance using the Balanced Scorecard method. It collects qualitative data from primary and secondary sources and analyzes it across Financial, Customer, Internal Business Process, and Learning and Growth perspectives. Results indicate good overall performance but suggest improvements in customer focus and employee training for enhanced competitiveness. Implementing Balanced Scorecard comprehensively is recommended for better performance management. This research contributes to understanding performance evaluation methods for strategic decision-making. Highlight: Integrated Performance Analysis: Evaluates PT Berkah Berabu Limpah holistically using Balanced Scorecard. Customer Centricity Emphasis: Highlights need for enhanced customer focus and satisfaction. Strategic Decision Support: Balanced Scorecard aids in informed, strategic decision-making processes. Keyword: Performance Evaluation, Balanced Scorecard, Qualitative Analysis, Customer Focus, Strategic Decision-making

Social Media Influencers: Customer Attitudes and Impact on Purchase Behaviour

Social media marketing has become a crucial component of contemporary business strategies, significantly influencing brand visibility, customer engagement, and sales growth. The aim of this study is to investigate and determine the key factors guiding customer attitudes towards social media influencers, and, on that basis, to explore their effects on purchase intentions regarding advertised products or services. A total of 376 filled-in questionnaires from an online survey were analysed. The main characteristics of digital influencers’ behaviour that affect consumer perceptions have been systematized and categorized through a combination of both traditional and advanced data analysis methods. Structural equation modelling (SEM), machine learning and multi-criteria decision-making (MCDM) methods were selected to uncover the hidden dependencies between variables from the perspective of social media users. The developed models elucidate the underlying relationships that shape the acceptance mechanism of influencers’ messages. The obtained results provide specific recommendations for stakeholders across the social media marketing value chain. Marketers can make informed decisions and optimize influencer marketing strategies to enhance user experience and increase conversion rates. Working collaboratively, marketers and influencers can create impactful and successful marketing campaigns that resonate with the target audience and drive meaningful results. Customers benefit from more tailored and engaging influencer content that aligns with their interests and preferences, fostering a stronger connection with brands and potentially affecting their purchase decisions. As the perception of customer satisfaction is an individual and evolving process, stakeholders should organize regular evaluations of influencer marketing data and explore the possibilities to ensure the continuous improvement of this e-marketing channel.

Influence of financial accounting information transparency on supply chain financial decision-making

The study examines the ecological and economic effects of the Chinese environment supply chain financial decision-making recommendation systems from 2009 to 2021. Environment analytics has become essential for organizations because of the rapid growth of digital technology and data. This technology offers exceptional corporate performance and environmental sustainability opportunities. This research uses Spatial Durbin Models and mediation effect analysis to examine how environment adoption affects key company performance measures. It also discusses the differences between industry and business models. Environment technologies improve operating efficiency, customer happiness, and company value. According to findings, environmental technology may streamline operational operations, boost customer happiness, and generate value, improving financial performance. Big data has ecological benefits, according to the findings. Environment technology may reduce a firm's environmental effect by improving operational efficiency and allowing sustainable practices. Research shows significant industry and organizational differences. This highlights the need for ecological plans for each sector's needs. Big data also mediates, showing that the environment may affect other operational aspects and increase their impact. Data ethics and responsibility are crucial. The findings demonstrate that the climate may support sustainable behaviors and meet environmental sustainability goals. To better understand big data's revolutionary power. Enterprises must carefully manage and responsibly use this powerful tool to maximize its benefits and minimize its disadvantages. This research will shape environmental strategies and practices as digital possibilities present themselves to enterprises and society.

The Role of AI and Automation in Enhancing Customer Support: Opportunities and Challenges

The amalgamation of artificial intelligence (AI) and automation in customer service was swiftly progressing, offering substantial prospects with unique hurdles. AI-driven technologies, including chatbots and generative AI, were improving customer engagement by providing 24/7 support, decreasing response times, and facilitating customised interactions. Nevertheless, lingering worries around the possibility of AI delivering inaccurate data and anxieties about job displacement remain. The objective of this research was to evaluate the effectiveness of artificial intelligence (AI) and automation in customer care, examine customer happiness, and analyse the challenges associated with integrating AI. Employing a mixed-methods approach provided a thorough comprehension of the influence of AI on customer service. AI enhances operational efficiency and handles routine queries, but it is essential to maintain a harmonious combination of AI and human interaction to manage complicated and emotionally sensitive matters effectively. Ensuring ethical concerns, continuous training, and regular system upgrades were crucial for maximising the advantages of AI in customer service. Keywords: Artificial intelligence (AI), Automated Conversational Agents, Efficiency in Operations, Employment Disruption, Ethical Considerations.

CHAT MARKETING'S IMPACT ON CUSTOMER SUPPORT SATISFACTION IN FINANCIAL STARTUPS

The subject of this paper is the influence of chat marketing on customer support satisfaction. The purpose of the study is to determine the relationship between the use of chat marketing and customer support satisfaction, as well as to identify the essential factors that contribute to this relationship. Furthermore, this paper aims to provide theoretical insights into the influence of chat marketing on customer support satisfaction in financial startups. Many companies struggle to achieve the most efficient chat session and are uncertain about the best strategies, factors and types of chat to implement. Therefore, these findings will help financial startups to theoretically understand the aspects of chat marketing and customer support satisfaction. The object of this article is the impact of chat marketing on customer satisfaction, and the purpose is to reveal theoretical knowledge that will help identify the factors that contribute to chat marketing and customer satisfaction in financial startups. This paper discusses the importance of customer support for financial startups and the different approaches to providing customer support through emotional means. In addition, this paper highlights the importance of customer satisfaction through trust and commitment to build a positive relationship with the customer. Furthermore, this paper demonstrated the framework behind chat marketing, which includes the use of different tools such as live chat platforms, chatbots and live agents or human representatives that help to achieve customer satisfaction through customer support. Moreover, using methods such as: observation, survey and regression analysis, this paper has demonstrated the importance of customer centricity in the financial sector to provide key essentials for employees as incentives that maintain customer satisfaction, while ensuring the flexibility of real-time communication with chatbots or live agents, with the need to have the ease of use and flexibility and various other factors to contribute to customer support satisfaction. As a result, the paper emphasises that in order to increase customer satisfaction with financial start-ups, it is crucial to maintain a low response rate by providing fast and reliable customer assistance. Developing and regularly updating chatbots to facilitate smooth transitions to live agents in complex situations is essential. Implementing an effective ticketing system to automate and monitor issue resolution is essential, with a focus on resolving issues during chat interactions whenever possible. Adopting a hybrid strategy that combines live agents and chatbots helps to meet diverse customer needs in a timely manner. Investing in comprehensive training for live agents is necessary to ensure professional and timely service. In addition, continuous monitoring and analysis of customer feedback plays a key role in improving overall business performance.

Utilizing Technology To Boost Brand Recognition In Sales of Thrift Stores

The purpose of this study is to ascertain how Instagram and EWOM affect customer happiness and brand trust. Brand trust can be raised by introducing products on Instagram and featuring recommendations from customers who have made purchases. Thrifting is a company that is expanding right now, particularly among the young people in our study. A total of 209 thrift store shoppers made up the sample. The findings demonstrate that Instagram has a direct and indirect impact on brand trust and satisfaction. This isn't the case, though, with EWOM, which has no bearing on the brand through satisfaction. Social media can be utilized more by proprietors of thrift stores to promote their products and increase consumer confidence in the brands they carry.

The Effect of Product Quality, Service Quality on Customer Loyalty Mediated Satisfaction for Grabfood Customers in Jabodetabek

Customer loyalty is a crucial factor in an organization's growth and financial performance. This study aims to investigate how Product Quality influences customer loyalty, service quality, and customer happiness among Grab Food’s customers while making purchases. The population for this study consists of all online Grab food consumers in Indonesia, with a sample size of 173 online Grab food clients. The research used Structural Equation Models (SEM) for data analysis.). Research shows that both product quality and service quality have a significant influence on Grab Food’s customer loyalty in the Jabodetabek area. This shows that aspects such as food taste, ease of ordering, and speed of delivery contribute significantly to customers' decisions to continue using Grab Food services repeatedly. Mediating Role of Customer Satisfaction: The research results also highlight the important role of customer satisfaction as a mediator between product quality/service and customer loyalty. Important managerial implications for Grab Food. highlighting the importance of Grab Food’s focus on improving their Product Quality and services. Companies can carry out a thorough evaluation of the production process and service provision to ensure that the products and services provided meet customer expectations.