Service Companies Research Articles

The Effect of Leader Member Exchange, Employee Participation in Decision Making, Affective Commitments on Organization Citizenship Behavior on Employees of Automotive Auction Service Companies in West Jakarta

The Effect of Leader Member Exchange, Employee Participation in Decision Making, Affective Commitments on Organization Citizenship Behavior on Employees of Automotive Auction Service Companies in West Jakarta

THE ROLE OF ECONOMIC DATA ANALYSIS IN MANAGING MEDIUM AND SMALL COMPANIES TO MAKE STRATEGIC DECISIONS AND IMPROVE PERFORMANCE: AN ANALYTICAL STUDY

Economic analysis plays a pivotal role in managerial decision-making processes. This analysis is predicated on deeply understanding economic forces and market factors influencing corporate strategies and decisions. This paper delves into the role of economic data analysis in managing small and medium-sized enterprises (SMEs) to make strategic decisions and enhance performance. The study underscores the significance of this approach and its impact on corporate outcomes. The research analyzes annual reports from three companies: Al-Mahfaza for Mobile and Internet Financial Payment and Settlement Services Company Limited, Al-Arab for Electronic Payment Company, and Iraq Electronic Gateway for Financial Services Company. The paper concludes by drawing key findings from this analysis.

Planning the customer service process of a logistics company based on implementing green technologies

The peculiarities of planning environmentally oriented customer service for a logistics company based on implementing "green" technologies are discussed in the article. It has been researched that planning is an integral part of the successful management of any company, especially in the logistics sector, where customer satisfaction and operational efficiency are key factors. Under modern conditions, to respond to customer requests, logistics companies must take into account the impact of their activities on the environment and implement appropriate methods to minimize the negative impact on the environment, and accordingly, the process of planning customer service in a logistics company should include an environmental component. Given this, the importance of integrating environmental factors and business processes at each stage of planning to ensure sustainable development of a logistics company based on forming a cyclic approach to planning environmentally oriented customer service is substantiated. The method of iterative planning that allows a logistics company not only to improve the quality of customer service but also to integrate environmental practices into its activities, which meets the modern requirements of sustainable development and social responsibility of business has been established. The developed model of environmentally-oriented planning of customer service combines business processes of logistics service and "green" technologies, transforms the operational efficiency of a logistics company in the context of sustainable development, substantiates the integration of environmentally sustainable solutions at all stages of the logistics chain - from initial planning to the final delivery of goods to consumers. To support the proposed model, the implementation of Power-to-X technology is recommended, which allows the conversion of excess renewable energy into energy specifically for logistics and transportation purposes. The implementation of this measure enables the logistics company to reduce emissions and increase energy efficiency, to form a comprehensive approach to the development and integration of environmentally friendly technologies in the company's logistics operations to increase efficiency and competitiveness. It is emphasized that the proposed model demonstrates a comprehensive approach to building a highly efficient and at the same time environmentally sustainable logistics system of the company by integrating innovative "green" technologies.

Innovate by Involving Low Skilled Employees, Case of a Care Service Company

Innovate by Involving Low Skilled Employees, Case of a Care Service Company

Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD)

Purpose – This research focuses on the problem of decreasing the number of private hospital visits, one of the causes of which is patient dissatisfaction with the healthcare services provided. This research aims to design recommendations for improving the quality of a hospital's health services based on the perceived needs of patients so that it is hoped that patient satisfaction can be achieved well. Methodology/approach – The literature review defines service quality and patient requirements in this research. Servqual and Kano questionnaires are used in this research, with 150 patients as respondents. After the quantitative data has been obtained and analyzed, the next step is to collect qualitative data by conducting interviews with health service management experts. By using QFD analysis, the relations between patient requirements and service characteristics are obtained. Targeted health service criteria will be chosen to be used as recommendations to improve hospital services. Findings – Some patient requirements are not optimally fulfilled by the hospital. Service characteristics and service critical parts are prioritized for the recommendation in improving the hospital health services. Novelty/value – The research combines scientific disciplines marketing, namely Service Quality (Servqual) and scientific disciplines operations management, namely Kano and Quality Function Deployment (QFD) first iteration (House of Quality) and second iteration (Part Deployment), with the hospital’s health service as the research object. The integration can be used in other service companies, especially in health services.

Financial Execution of Go Public Companies during the Covid-19 Pandemic

This study aimed at determining the differences in the financial execution of gopublic companies as long as the COVID-19 pandemic. The financial performance of the liquidity ratio, solvency ratio, activity ratio, and profitability ratio was used as a measuring tool. The population was Indonesian Go Public companies in 2019 and 2020, while, using the purposive sampling technique, the sample was Go Public Companies in trade, services, and investment sectors. Paired sample t-test with distributed data was used as the research method. The result of the analysis shows there are dissimilarities in liquidity ratios, solvency ratios, activity ratios, and profitability ratios in 2019 (before the Covid-19 pandemic) and 2020 (during the Covid-19 pandemic). Keywords: activity ratio, financial performance during the pandemic, liquidity ratio, profitability ratio, solvency ratio

ANALYZE THE FACTORS THAT AFFECT CUSTOMER LOYALTY TO THE QUALITY OF THE WAITER AT ROSALIA INDAH TRANSPORT COMPANY

Tight competition between companies in inter-city inter-provincial bus services requires improvements in quality service to retain customers. This literature review aims to analyze the factors that influence customer loyalty towards service quality at the Rosalia Indah Transportation Company. This study examines various relevant literature to identify and understand the influence of factors such as security and safety, convenience, timeliness, customer service, and ease of ordering on customer loyalty. The results of this literature review show that all of these factors significantly influence customer loyalty, with security and safety and comfort being very influential in building customer trust and satisfaction. This study suggests that to increase customer loyalty, companies should focus on continuous improvement in these aspects of service. The findings from this literature review provide guidance for Rosalia Indah's management in strategic efforts to improve service quality and maintain customer loyalty in the transportation industry.

Matriz del perfil competitivo de las empresas de servicio en el sector automotriz

The study aims to identify the competitive profile matrix of service companies in the automotive sector, focusing on lubricants, and understand the key factors that influence customer loyalty and repurchase. This sector is crucial for the Ecuadorian economy, generating significant income and employment. However, it faces challenges such as more strategic planning, especially in small and medium-sized companies. The study takes a quantitative and descriptive approach, using surveys to collect customer data. The results show that staff trust and professionalism are the most critical factors, followed by service quality, value for money, location, and response time. These findings allow companies to develop strategies that drive customer loyalty and sustainable growth. The competitive profile matrix (CPM) helps evaluate the performance of companies against the competition and identify areas that require improvement. Future studies could investigate variations in key factors across different market segments, analyze changes in preferences over time, and explore the impact of digital technologies to improve service. Furthermore, it would be valuable to investigate how government policies affect the sector's competitiveness.

Product quality, brand image and customer service of home appliance companies: Inputs to sales strategic plan

Product quality, brand image and customer service of home appliance companies: Inputs to sales strategic plan

A STUDY ON THE REGIONAL MARKET POSITIONING OF BZ RESTAURANT CHAIN COMPANIES: A CASE STUDY OF CHENGDU

BZ Catering Chain Company is a large catering service company that operates authentic Sichuan hotpot. Its headquarters are located in Chengdu. The company’s Dalongyi Hot Pot launched its legendary journey in Yulin, Chengdu in 2013. This paper primarily examines the regional market positioning of BZ Catering Chain Company in the Chengdu market, as well as the upcoming launches of new products. This paper concentrates on the various aspects that BZ Catering Chain Company should take into account, ranging from conducting market research to determining its regional market positioning, and exploring strategies to increase consumer preference for the company's products. Furthermore, it examines the factors that will affect consumers' willingness to buy. This paper examines the BZ restaurant chain's product positioning from the perspective of consumer purchasing behavior. Based on a combination of empirical analysis and marketing environment analysis, BZ Catering Chain Company should position its products mid-to-high-end, focus on product quality, and use price competition as a marketing tool at specific times and in specific regions. After securing initial profits, it should leverage the advantages of high quality and low price to quickly penetrate the market.

VRIO Analysis as a Basic Strategy for Obtaining Construction Tenders in Construction Service Companies

VRIO Analysis as a Basic Strategy for Obtaining Construction Tenders in Construction Service Companies

Modeling price-sensitive demand in turbulent times: an application to continuous pricing

AbstractPricing drives demand for service industries such as air transport, hotels, and car rentals. To optimise the price, firms have to predict real-time customer demand at the micro level and optimise the price. This paper contributes to revenue management by introducing a nonparametric statistical approach to predict price-sensitive demand and its application to continuous pricing. Continuous pricing lets service companies maximise revenue by using customers’ willingness to pay. However, it requires accurate demand estimations, particularly of customers’ price sensitivity. This paper introduces an augmented generalised additive model to estimate price sensitivity, which identifies substantial variations in price sensitivity, exceeds the predictive performance of state-of-the-art alternatives, and controls for price endogeneity. In addition, the demand model has variable price derivatives enabling continuous pricing. The proposed approach offers a simple and efficient way to implement continuous pricing with a closed-form solution. Our research also highlights the relevance of considering the problem of price endogeneity when estimating price-sensitive demand based on observations from prior pricing decisions. We demonstrate how continuous pricing is applied using empirical airline ticket data. We document a field study, which shows a revenue increase of 6% on average, and outline how the approach applies to turbulent market conditions caused by the COVID-19 pandemic, the surge in inflation since mid-2021, and the start of the Ukraine war in April 2022.

MARKET SEEKING OF AMERICA IN MERSIN IN THE LATE OTTOMAN PERIOD

The capitalist economy and industrial revolution developments, dominated the world conjuncture in the 19th century, formed the political infrastructure of European states. The gradual development of production technologies with the industrial revolution caused western countries to search for markets to sell manufactured goods and raw materials to put production Technologies into practice. Commercial firms were marketing their products through intermediary firms or individuals by determining the target market they identified. They run a series of promotional campaigns to make the products or services of companies preferred by people. How these marketing techniques were used by American companies in Mersin, which was a quite new and open port to growth and demand in the late 19th and early 20th centuries, can be found in the letters of American Consulate. The knowledge about the marketing techniques applied by American companies, has been obtained from the letters of the American Consulate. The aim of the study is to reveal how the search for the market in Mersin, port city, which was open to growth in the late 19th century and early 20th century, was carried out by these numerous American companies.

Analysis of Service Quality in Improving Patient Satisfaction and Loyalty in Pratama Berkah Sehat

Health services cannot be separated from the demands of competition in all aspects. Good service management is needed to create the health services the surrounding community needs so that the community feels satisfaction with health services as one of the businesses that must be carried out. The research design used in this research is quantitative. The population and sample used for this study were all patients who were treated at the Berkah Sehat Primary Clinic, totaling 200 patients. All of the 200 patients who sought treatment at the Berkah Sehat Pratama Clinic between March 2023 and April 2023 comprised the population and sample for this study. The study's objective was to examine the impact of the clinic's doctor, pharmaceutical, laboratory, and patient loyalty quality levels. Data analysis used Structural Equation Modeling (SEM) analysis with the Amos application version 24, Excel, and Spss. With a factor loading value of 0.989, assurance receives the best ranking for doctor services. With a factor loading value of 0.957, assurance receives the best grade in the pharmaceutical services category. With a factor loading value of 0.982, reliability receives the highest ranking for laboratory technician services. Product quality has the greatest factor loading value for patient satisfaction, at 0.965. The statement that I won't visit any clinic because I am satisfied with the services offered at the Berkah Sehat Primary Clinic with a loading factor value of 0.798 and the statement that if one day my family or friends need medical care, I would advise them to visit the Berkah Sehat Pratama Clinic with a loading factor value of 0.798 represent the highest assessments of patient loyalty. The results of the direct impact analysis show that doctors service quality, pharmacy service quality, and laboratory technician service quality influence patient loyalty. Patient satisfaction can influence the impact of the quality of service of doctors, pharmaceutical companies and laboratory technicians on loyalty at Berkah Sehat Primary Clinic.

The Effectiveness of Implementing Warehouse Management System on Productivity Improvement and Stock Accuracy (A Case Study on FMCG Logistic Service Companies in Palembang, Indonesia)

This study investigates the effectiveness of implementing Warehouse Management Systems (WMS) on productivity improvement and stock accuracy in FMCG logistics service companies in Palembang, Indonesia. By comparing manual, outsourced, and in-house WMS, the research analyzes their impact on key performance indicators through a quantitative research design using descriptive analytics and multiple regression analysis. Data collection involved measuring productivity per person per hour and stock accuracy per SKU, complemented by interviews with employees. The findings reveal that in-house WMS significantly enhance productivity and stock accuracy compared to outsourced and manual systems. This research provides valuable insights for logistics companies aiming to optimize their warehouse operations and improve overall efficiency.

Accounting Information System and Financial Reporting Quality of Quoted Service Companies in Nigeria

AIS is seen as a significant organizational mechanism but it can only be of benefit to organizational operations, including the Quality of Financial Reporting (QFR) produced if the right factors are well integrated and operated harmoniously. Therefore, the study examined AIS and QFR of listed service companies in Nigeria. The study adopted cross-sectional survey research design. Primary data was employed through a questionnaire which was administered on 256 respondents. Variables used included Information Quality (IQ), Service Quality (SERVQ), faithful representation, relevance, understandability and timeliness. The study adopted the use of structural equation modeling for data analysis. The findings revealed that IQ has a significant effect on QFR while SERVQ has no significant and negative effect on QFR. It is therefore recommended that organizations should ensure that they maintain good information quality which should start from the point of data collection from different sources to the point of final preparation of the financial reports.

A matter of fit? Service configurations for customer loyalty

Improving customer loyalty is paramount for service companies. Nevertheless, the task is riddled with challenges, as evidenced by existing studies that have unveiled dilemmas and presented mixed findings. Our study takes the configurational approach and argues that developing customer loyalty is a matter of fit among relevant design choices in the service context. Specifically, we investigate how the service configurations among service rules formalization (SRF), service employee commitment (SEC), service contact time (SCT), and cost leadership strategy (CLS) yield customer loyalty intention (CLI) in a service context characterized by certain customer contacts. We conduct a multi-respondent survey covering managers, employees, and customers to collect data from 141 service shops in Hong Kong. To analyze the collected data, we employ fuzzy-set qualitative comparative analysis (fsQCA). The results show that the combinations of low SRF, high SEC, and high SCT and of high SEC and low SCT under CLS lead to high CLI. This research offers valuable insights into the configurational design for customer-contact services and the practical means of promoting customer loyalty in customer-contact service firms.

Intellectual capital and firm performance of Jordanian financial institutions

This study aims to explore the financial implications of intellectual capital in the Jordanian financial sector during the period 2009–2018. It uses Pulic’s (2004) value-added intellectual capital model, particularly capital employed efficiency, structural capital efficiency, and human capital efficiency, and tests its potential effect on firm financial performance measures, including return on assets, return on equity, asset utilization ratio, and Tobin’s Q. The study’s findings demonstrate that value-added intellectual capital positively influences the financial performance of Jordanian financial companies. Value-added intellectual capital is not found to have a significant impact on productivity, but it is strongly and positively related to firm profitability and market value. As for the main components of value-added intellectual capital, human capital efficiency has a significantly positive impact on a company’s performance, but regarding structural capital efficiency, the outcomes vary depending on the measure of firm performance. Notably, when firms are categorized into sub-industries (banks, insurance companies, and financial service companies), it is found that the profitability of insurance companies is more affected by intellectual capital than that of banks or financial services. The results also show that investors place great importance on the efficiency of intellectual capital, particularly within the banking industry. Furthermore, implementing Shariah compliance standards boosts the positive effect of structural capital efficiency on corporate market value and reinforces the positive influence of human capital efficiency on productivity.

Three network design problems for community energy storage

AbstractIn this article, we develop novel mathematical models to optimize utilization of community energy storage (CES) by clustering prosumers and consumers into energy sharing communities/microgrids in the context of a smart city. Three different microgrid configurations are modeled using a unifying mixed‐integer linear programming formulation. These configurations represent three different business models, namely: the island model, the interconnected model, and the Energy Service Companies model. The proposed mathematical formulations determine the optimal households' aggregation as well as the location and sizing of CES. To overcome the computational challenges of treating operational decisions within a multi‐period decision making framework, we also propose a decomposition approach to accelerate the computational time needed to solve larger instances. We conduct a case study based on real power consumption, power generation, and location network data from Cambridge, MA. Our mathematical models and the underlying algorithmic framework can be used in operational and strategic planning studies on smart grids to incentivize the communitarian distributed renewable energy generation and to improve the self‐consumption and self‐sufficiency of the energy sharing community. The models are also targeted to policymakers of smart cities, utility companies, and Energy Service Companies as the proposed models support decision making on renewable energy related projects investments.

Industrial Cluster in the Competitiveness of Automotive Services Companies: Mediation of the Value Chain

Companies need to associate to share resources and capabilities, thereby achieving greater competitiveness in the market. The objective was to measure the influence of the industrial cluster on business competitiveness, mediated by the value chain in small automotive services companies in Peru. With a quantitative, basic approach, with a non-experimental design, cross-sectional data collection, causal scope, from a sample of 302 companies, applying a survey with a 51-item questionnaire, the data was processed with SPSS and PROCESS, applying a simple mediation model. The results showed that the industrial cluster is perceived as fair by 38.7% of respondents, the value chain as good by 42.1%, and business competitiveness as poor by 32.1%. The industrial cluster is related at 0.223 to business competitiveness, and 0.225 to the value chain. The value chain has a relationship of 0.832 with business competitiveness and an indirect effect of 0.187 in the relationship of the industrial cluster and business competitiveness, all significant relationships. It is concluded that the industrial cluster is fundamental in the competitiveness of automotive service companies and the value chain is the tool that enhances the relationship between these variables.