Good Customer Service Research Articles

Faktor-Faktor yang Mempengaruhi Keputusan Konsumen dalam Memilih Maxim Sebagai Media Tranportasi Online di Kota Kupang

This research aims to identify and analyze the factors that influence consumer decisions in choosing Maxim as an on line transportation service provider in Kupang City. The method used was qualitative with a phenomenological approach, and information was collected through interviews and online questionnaires from a hundred respondents consisting of students (63%), employees (20%), and the general public (17%). The results showed that the main source of information regarding the use of Maxim came from word of mouth (50%) and social media (41%). Most users (61%) have been using the service for less than a year, with an average frequency of use of 3 times a week. Factors that influence consumer decisions include competitive pricing, good customer service, and features that allow cost estimates and arrival times. However, the accuracy of the map in the app is one that needs improvement. The conclusion of this study shows that Maxim has successfully met consumer expectations, but further improvements are needed, particularly on the navigation system, to increase customer satisfaction and loyalty in Kupang City.

Unravelling the Effects of Perceived Severity of Penalties on Income Tax Compliance for Tanzanian Small and Medium Enterprises

Enhancing tax compliance behaviour among SMEs will improve revenue collection, thus enable government to finance social-economic welfare of its citizens. Therefore, this study investigated the effects of perceived severity of penalties on individual income tax compliance among Tanzanian Small and Medium Enterprises. A cross-sectional survey of 382 SMEs was conducted in six tax regions of Tanzania – Kinondoni, Kariakoo, Temeke, Mtwara, Singida and Tabora, selected using simple random technique. Descriptive and Partial Least Square Equation Modelling were used for data analysis. The findings of the study show that perceived severity of penalties has positive and significant effects on the decision of the individual to register with the tax system and make correct declaration of income. On the other hand, it has a positive, but insignificant effect on the decision of the taxpayer to pay taxes within due dates. The findings imply that penalties are more effective in enhancing compliance behaviour at the registration and declaration than on payment stage. Thus, government through the Tanzania Revenue Authority should continue to use penalties and other administrative measures including inter alia, taxpayer education, good customer care and services, to enhance tax compliance behaviour among SMEs.

OPTIMALISASI STRATEGI PEMASARAN DENGAN PLATFORM SHOPEE PADA PELAKU USAHA DESA GALANG PENGAMPON, PEKALONGAN, JAWA TENGAH

In this research there is a discussion of marketing strategies on the Shopee platform and the impact of e-commerce on marketing, underlining the important role of marketing strategies in influencing consumer purchasing decisions. Various strategies recommended include optimizing shop profiles, using Shopee features, SEO, collaborating with influencers, marketing with Shopee Ads, data analysis, good customer service, promotions, professional delivery, and participation in Shopee events. Apart from that, this article is the result of the Digital Marketing Seminar held by Kuliah Kerja Nyata (Field Work Lectures) 57 UIN K.H. Abdurrahman Wahid Pekalongan in Galang Pengampon Village, Pekalongan, Central Java. This activity uses seminar and outreach methods to increase understanding of digital marketing, especially on the Shopee e-commerce platform. This activity was carried out to support Micro, Small and Medium Enterprises (MSMEs/UMKM) by involving resource persons experienced in marketing to provide practical guidance for business actors.

Impact of Counselling on Customer Retention in The Pharmaceutical Industry: A Case in Ashanti Region

Doing business these days has become complex and sophisticated due to several factors of which the nature of the competition plays a commanding role. In every industry, people use up-to-the-second approaches to facilitate business processes to drive home and retain customers. The reason is that, to the majority, effective customer retention is the only way in which a business can survive and/or outwit its competitors. In the pharmaceutical industry, retaining customers is very important to take the business to the next level. Amidst the various strategies, the paper investigated the role of counseling and its impact on customers to ascertain whether it is a strategy worthy of committing resources. The researcher examined the relationship between the industry players and the customers, and the place of counseling; using a descriptive survey type based on quantitative analysis to ensure good customer service. Focusing on counseling and its impact secondary data was analyzed based on the sample population of 350, comprising 6 selected pharmacies, 100 pharmacy attendants, and 250 customers from these pharmacies. The results of this investigation were synthesized based on the collective findings delineated in preceding studies. The analysis revealed a robust correlation between customer services and the quality of work delivered. This noteworthy underscored the premise that an elevation in service quality is conducive to higher customer satisfaction and loyalty. Because of that counseling services must be attached to pharmacy attendants as the determinants of service quality to ensure customer retention. The findings of this study elucidate that, amidst an intensely competitive landscape, the retention of existing customers is paramount for achieving market success. The paper recommended that to facilitate customer retention, it is imperative to adopt a customer-centric approach. Emphasizing such a paradigm is essential, as organizations that prioritize customer needs are likely to focus on delivering high-quality services promptly. Therefore, there is a need to provide effective guidance and counseling services in pharmaceutical shops to increase customer satisfaction. The reason is making this the highest priority, which has a greater impact on both the internal marketers and the customers, and thus constitutes one of the most critical variables influencing customer retention.

The Importance of Customer Service in Banking

The existence of a company is unthinkable without good customer service. Customer service should be seen as the core of your business, not as an afterthought. When the market is so saturated with all kinds of services and products, in order to save your business, you will definitely need to offer exceptional service to customers who have endless choices. What is special about you? Why should the customer choose you and not any competing company? What sets you apart from others? Have you noticed how often we hear unpleasant stories about poor service, while we rarely get to share pleasant experiences? why Because bad news travels fast. You know what Warren Buffett once said? "It takes 20 years to build a reputation, and 5 minutes to destroy it. It is specified - what circumstances influence the user's action or purchase. Also, what does even a regular customer pay attention to when he wants to get a product. Difficult customer types and when to say sorry or say no. Recommended - rules, phrases and communication tools that affect the user. Recommendations are presented regarding the correct wording of the proposal, which will allow us to retain the customer and increase the profit of our company. Keywords: Effective service, ripple effect, Service+.

Introduction to Cloud Gaming

Cloud Gaming can be defined as a technology that enables gamers to play video games using cloud-based servers and infrastructure, rather than relying on local hardware for processing and rendering game graphics. In cloud gaming, the games are streamed to the player's device with the help of the internet, allowing them to play high-quality games without needing to own a high-end gaming console or PC. The solution helps people to play games on their computers regardless of their own system as their gaming needs are met with the help of good enough customer service in the cloud. It also helps to overcome the problems of traditional games such as conflict and mobility. In this article, we will take a look at various aspects of Cloud Gaming System (CGS) to explain the many advantages and capabilities this concept has.

Analisis Return on Investment (ROI) Digital pada UMKM: Sebuah Pendekatan Metodologis

As productive economic enterprises owned by individuals or individual business entities, MSMEs are faced with the reality where digital technology is developing increasingly rapidly, which forces them to immediately carry out digital transformation to achieve business growth and sustainability. Investments in digital technology, from digital marketing to the use of e-commerce platforms, have become important to maintain the competitiveness of MSMEs in an increasingly competitive market. In carrying out digital transformation, MSMEs need to measure and assess the performance of digital investments by comparing the profits obtained from the investment against the costs incurred in the process of digitizing their business. This is the main challenge faced by MSMEs in measuring the effectiveness of their digital investments. This is where the concept of Return on Investment (ROI) becomes very relevant. In this research, it was found that calculating digital ROI requires careful planning and continuous evaluation so that MSMEs can make the right decisions regarding the technology they invest in, both short-term and long-term calculations. Increasing ROI requires a strategic approach that involves reducing costs, increasing revenue, monitoring performance, and utilizing technology and automation that is appropriate to the business being run, through a combination of digitalization strategies, product innovation, good customer service, operational efficiency, and creative marketing. By optimizing every element in investment, it is ensured that every rupiah invested provides maximum returns. By implementing these strategies, MSMEs can increase their competitiveness in the market, strengthen relationships with customers, to increase the competitiveness and sustainability of their business.

The Mediating Role of Self-Efficacy in the Relationship Between Salespersons’ Personal Factors and Sales Performance

A skilled salesperson can build strong relationships with clients, which fosters loyalty and repeat business. They provide valuable insights into customer preferences and competitive landscapes as well as creating value for their customers, manage customer relationships, and gather information for their firms. Hence, this paper explores how self-efficacy functions as a mediator in the correlation between improvisational behaviour, adaptive selling, and sales performance of salespersons. This study investigates the direct and indirect relationship of self-efficacy with sales performance. This study used a survey research approach using clustered random sampling. Data are collected from 315 salespersons employed by Malaysian commercial banks in Klang Valley via survey questionnaires. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyse the data. The findings indicate that self-efficacy serves as a partial mediator in the relationship between improvisational behaviour and adaptive selling with sales performance. Additionally, the results also showed that improvisational behaviour and adaptive selling are positively related to sales performance. The study concluded that personal factors of salespersons are important in determining their sales performance. Hence, for managers to have a competitive advantage in the banking sector, they need to adopt a more comprehensive understanding of what makes a good customer service provider.

Impact of Product Quality and Brand Image on Purchase Decision for LGNSHOP Fashion Products

This study aims to examine the impact of product quality and brand image on purchasing decisions of LGNShop fashion products, to uses a quantitative method with a survey involving 120 respondents who have used and purchased LGNShop products. The analysis results indicate that product quality and brand image have a positive and significant impact on purchasing decisions. Product quality is assessed based on high-quality materials, attractive designs, and product durability, while brand image is evaluated through effective marketing campaigns and good customer service. This study concludes that improving product quality and managing a good brand image will positively affect consumer purchasing decisions. The implication of this research is that LGNShop needs to continuously improve product quality and maintain a positive brand image to strengthen consumer trust and loyalty. Keywords: Product Quality, Brand Image, Purchasing Decision, Fashion Products, LGNShop

Sistem Informasi Pemesanan Jasa Fotografi Berbasis Web pada Uncle Photo

Uncle Photo is a bussines in the field of photography and videography which is located at Jl. Raya Banaran Rt 1 Rw 4, Sekaran, Gunung Pati, Semarang City. The products offered by this business include photo and vidio albums. Using PHP framework, Boostrap CSS framework and MySQL as the database. To build this website for the sale licenses to make it easier for licenses users to do business and communicate online. Customers who need photography and videography service can choose various packages on the Uncle Photo Website. The conclusion from Uncle Photo’s research is that web and online ordering can run well according to the input and output made by user so that customers can place orders and store owners and employees get detailed and detailed order reports. The system also provides an attraction for users, Uncle Photo alsohas a vision to provide the best service for customers and gain customer trust.

Competitiveness Strategy Analysis With SWOT Approach Of Grocery Stores Islamic Business Perspective

The grocery store became one of the UMKMs that channeled everyday needs to the community. This research aims to identify strategies to improve the competitiveness of food enterprises with a SWOT analysis approach, with a case study of Rizqi Halwa Kelontong Shop in Negarayu Village, Tonjong District, Brebes District. This research uses qualitative descriptive methods. Data sources in this research include primary and secondary data. With the collection of primary data from interview and observation, Secondary data from library studies such as journals and relevant articles. The strategy to compete in enterprise is the most crucial thing in development process of enterprise, so it requires the right strategy by implementing the SWOT analyst approach. Besides, as Muslim, also need to pay attention to existence of Islamic business ethics. Islamic business ethics teaches businessmen tobe able to follow orders they are taught and avoid prohibitions in accordance with Islamic rules. SWOT analysis of grocery stores shows strength in product completeness, price flexibility, and good customer service. However, there are weaknesses such as space constraints and SDM, a less strategic location. Opportunities to expand the product sector and enhance cooperation with suppliers need to be exploited, while threats come from large-store competition and price fluctuations. Strategies that match the SWOT matrix should used to maximize strengths, minimize weaknesses, and improve the competitiveness and resilience of retail stores in the market. The owner of this store applies the principles of Islamic business ethics and always keeps practicing shiddiq, trust, fathonah, and tabligh attitudes.

Manajemen Strategi Pengembangan Pasar Industri Kripik Jamur Bintang Mas Srengat Kabupaten Blitar

Industrial development management must be implemented optimally by business actors, it is an absolute requirement for companies to be able to develop rapidly. The strategies implemented are certainly needed by business actors, starting from utilizing market digitalization, building distribution channels, to providing services that make it easier and satisfy consumers. This research was carried out at a home industry (UMKM) for Bintang Mas Mushroom Chips in Kauman Srengat, Blitar Regency. This research is to find internal and external factors and determine alternative strategies for developing MSMEs in the Bintang Mas mushroom chips industry. The method in this research is a descriptive analysis method. With interviews, documentation and observations at the research location. As a result of the research, several internal factors were found that encouraged the development of the Kauman gold star mushroom chips industry, Srengat District, Blitar Regency. The company has employees who are competent in their fields, utilize digital marketing, fast distribution, and a friendly and good customer service model. Furthermore, external factors include increasing company income, increasing the efficiency and effectiveness of business operations, and adopting various strategies implemented by competitors. Alternative strategies used by the company, namely increasing production capacity and quantity in a continuous improvement framework to meet market demand, expanding cooperative relations between companies and farmers, companies and customers, signifying various promotions, discount strategies for chips mushrooms on certain days, product packaging quality innovation that is more creative and attractive

A Cross-Sectional Study of Grocery Shopping Factors of Importance among Food-Insecure African Americans.

The objective of this study was to (1) assess via cross-sectional survey the prevalence of food insecurity among African Americans [AAs] after their most recent grocery shopping trip, and (2) examine the grocery shopping factors of importance and characteristics of food-insecure AA grocery shoppers. Most (70.4%) were food-insecure. Food-insecure grocery shoppers were significantly more likely to be younger, less educated, who often skipped meals and/or practiced fasting, accessed a food pantry, were SNAP recipients, were considered to not be in "good" health, and who had higher BMI compared to food-secure shoppers (p ≤ 0.03 * for all). Our data showed that AAs shopped for groceries a mean 2.20 ± 1.29 times per week, for low prices (72.1%), without a weekly budget (58.9%), with a grocery list (44.6%) or using an app (27.6%), for high-quality vegetables (27.5%), for good customer service (22.9%), for store brands (20.8%) and name brands (17.9%).Food-insecure shoppers were significantly more likely to grocery shop more times per week, have a weekly budget, and use an app, but were significantly less likely to report store brands, name brands, good customer service, and high-quality vegetables as grocery factors of importance (p ≤ 0.03 * for all). Grocery strategies such as shopping with a grocery app and/or grocery list could help food-insecure AAs reduce grocery trips, promote meal planning to save money, and avoid skipping meals/fasting, while eating healthier.

Exploring the Impact of Marketing Mix on Consumer Purchasing Decisions and Consumer Satisfaction: Case Study of Fried Shallots in Malang City

Shallots are easily damaged and require proper post-harvest handling to extend their shelf life and increase their economic value. Agro-industry can turn shallots into fried onions that are long-lasting and ready for long-term consumption. The development of a small shallot industry needs to consider consumer behavior to identify market preferences. This research uses a quantitative descriptive approach and the SEM-PLS method to analyze the factors that influence the marketing mix on purchasing decisions and satisfaction. The results show that marketing mix aspects such as product, price, promotion, people, process, and physical evidence have a positive impact on purchasing decisions and consumer satisfaction of fried shallots in Malang City. The strategy that companies can implement is to focus on improving product quality, affordable prices, effective promotions, good customer service, easy purchasing processes, and convincing physical evidence so that they can increase purchasing decisions and consumer satisfaction.

Total Quality Management Practices and Performance of East African Breweries Limited, Kenya

Total quality management (TQM) is a continuous process that seeks to point out and eradicate managerial gaps in organizations. It also aligns organizational management, enhances good customer service and empowers the training of employees. TQM uses strategies, data and communication channels to bring together the required quality principles into the organization’s activities and culture. This study examined the relationship between Total Quality Management practices and organizational performance at East African Breweries Limited (EABL) Kenya. The study sought to establish the effect of customer focus on the performance of EABL in Kenya. The research examined the effect of continuous quality improvement on the performance of EABL in Kenya. The study also assessed the effect of strategic approaches on the performance of EABL in Kenya. Contigency thory,Service quality theory, Sigma six quality improvement theoryand system theory of management were reviewed concerning the four variables involved in this study to analyze the gaps that lead to further research. The population target was 60 EABL managers in the departments directly related to TQM practices. Since the population was moderate, there was no sampling. Instead, census method was used and therefore the entire population was included in this study. The study used an explanatory research design where questionnaires were used as a data collection instrument. Descriptive statistics was used to analyze data in tables and charts according to the research objectives. Quantitative statistic processes were also used to derive correlation and regression analysis to establish the extent and nature of the relationship between the independent variables and dependent variables. Construct validity showed a description of whether support is given by case studies concerning the interpretation of variables in the study. The findings of the study indicated a positive significance by benefiting East Africa Breweries Limited in understanding to what extent the total quality management practices impact the performance of the company. The findings demonstrate that East African Breweries Limited (EABL) exhibits a strong commitment to Total Quality Management practices and a customer-centric approach to quality, resulting in enhanced effectiveness, customer retention, and market advantage. EABL's focus on customer satisfaction, loyalty, and market performance highlights the strategic significance of TQM in the company's success and competitiveness. The study concludes that implementing TQM practices can lead to improved business outcomes, emphasizing the importance of effective TQM in achieving better organizational results and market success.

Developing Service Excellence Skills through the Guest Teacher Training Program at Vocational High School

One crucial competence for vocational school (SMK) students to enter the business, industry, and job sectors (DUDIKA) as a skill-based school is service excellence. The purpose of this activity and training is to enhance students' skills in implementing the concept of service excellence as a form of best service for customers. The activity was attended by 107 students and 8 teachers. The method used is qualitative, not only serving as knowledge dissemination to the community through education but also integrating input from the school through interviews, documentation, and complete participatory observation, where the author will be fully involved in what the students are doing, along with documentation. The training method employed is the Active Learning Class. The findings reveal that students experienced an improvement in understanding and skills in providing excellent service.

Analysis of E-Marketing Strategy and Business Innovation in Optimizing Improvement of Service Quality and Its Effect on MSME Income

This research aims to analyze e-marketing strategies along with business innovations that can optimize improvements in service quality and their impact on the income of Micro, Small and Medium Enterprises (MSMEs). Improvements in information technology and the internet have changed the way MSMEs run their businesses. The research method used in this research is a survey method, by collecting data from MSME business people through questionnaires related to the use of e-marketing and business innovation in improving service quality and MSME income.The results of this research show that the use of e-marketing strategies, such as creating websites, marketing via social media, and using online advertising, contributes positively to increasing sales and business exposure for MSMEs. Apart from that, business innovation, such as new product development and market expansion, also has a significant influence on service quality and increasing MSME income.This research also found that improving the quality of MSME services, such as good customer service and fast delivery, has a positive impact on customer satisfaction and customer loyalty. This then contributes to increasing MSME income. In the context of MSMEs, the use of e-marketing strategies and business innovation are important factors in improving service quality and income. By adopting the right e-marketing strategies and business innovation, MSMEs can expand their market reach, increase customer satisfaction, and ultimately increase revenue.E-marketing strategies and business innovation have a significant influence on improving service quality and MSME income. This research provides recommendations to MSMEs to adopt e-marketing strategies and business innovation in an effort to optimize improvements in service quality and increase income.

ANALISIS PENGARUH SUMBER DAYA FINANSIAL, KOGNITIF DAN EMOSIONAL KONSUMEN TERHADAP KUALITAS LAYANAN PELANGGAN PADA PT SERASI AUTORAYA (TRAC – ASTRA RENT A CAR) CABANG KALTENGSEL

Abstract: The impact of the development of the automotive industry and the transportation equipment rental system has increased competition in the car rental business in Indonesia. Companies that are able to provide good quality customer service will be able to win business competition and will be chosen by consumers to use vehicle rental services. PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch is a rental company that always pays attention to the quality of customer service. Service quality perceived by consumers is influenced by financial, cognitive and emotional resources of consumers. The purpose of this study was to determine the effect of consumers' financial, cognitive and emotional resources on the quality of customer service at PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch, as well as provide suggestions and input regarding the resources owned by customers so that they can be responded to by company to provide quality and satisfactory customer service. The population used in this study were customers from PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch. The sample in this study was 100 respondents determined by the slovin formula. The method used in this study is a quantitative method using SPSS. The results of the study show that the financial, cognitive and emotional resources of consumers simultaneously have a significant effect on the quality of customer service. And the most influential variable is consumer emotion. Keywords: Financial Resources, Cognitive, Emotional Consumers, Quality of Service, TRAC Astra Rent A Car

The Influence Of Perceived Benefit And Ease Of Use On Interest In Using The Ovo Digital Wallet

This research aims to determine the influence of perceived usefulness and ease of use on interest in using the OVO digital wallet. This research uses associative research methods with data collection through surveys and non-probability sampling techniques. A total of 100 respondents were taken as samples in this research. The data was then analyzed using multiple linear regression analysis for goodness of fit tests such as the t test, f test, and R2. The research results show that perceived usefulness and ease of use have a positive and significant influence on interest in using the OVO digital wallet. These findings indicate that perceived usefulness and ease of use are the factors that most influence interest in using the OVO digital wallet. Apart from that, the appearance of the features also has an important influence on application usage. An attractive appearance can increase consumer satisfaction and encourage further application use. Therefore, companies must continue to innovate to improve the appearance of application features and beautify them. Apart from the display features, the company must issue various promos, discounts and free vouchers to attract consumers to use the OVO digital wallet application. This can increase interest in using the application and strengthen the company's brand image. Apart from that, companies must consider good quality customer service and ensure that the application can always be used smoothly. Overall, this research provides useful information for companies in developing OVO digital wallet applications. By paying attention to perceived benefits, ease of use, feature display, and promotions, companies can increase interest in using the application.

Experiences and Strategies of Talipapa Vendors in Transitioning to The New Normal

This study explored the experiences, strategies, and accounting practices of talipapa vendors in Tuguegarao City during their transition to the new normal. The data were extracted by interviewing the informants using a questionnaire. The data were analyzed using thematic analysis. Three major themes were drawn, namely their experiences, strategies, and accounting practices they incorporated. The results revealed that majority of the informants had negative experiences but were able to survive using short-term strategies they implemented in their business operations and promotion or marketing, mainly targeted towards product and business innovation along with good customer service. On accounting practices, almost half the informants said they have basic accounting practices like bookkeeping and computing expenses and receivables