Business Customers Research Articles

Supply Chain Environmental Uncertainty, Competitive Advantage, and Operational Performance in Manufacturing Industry

Goal: This study investigates the impact of Supply Chain Environmental Uncertainty (SCEU) on competitive advantage and operational performance in manufacturing companies. The mediating role of competitive advantage and the moderating role of supply chain environmental uncertainty in the relationship between competitive advantage and operational performance were examined. Design/ Methodology/ Approach: This paper used quantitative approach to confirm the conceptual model. Data was collected through questionnaires from directors/operational managers in 121 large and medium-scale manufacturing companies in Southeast Sulawesi Indonesia. The analysis employs Generalized Structured Component Analysis (GSCA) to test the direct, mediating, and moderating effects of supply chain environmental uncertainty. Results: The findings demonstrate a significant positive influence of supply chain environmental uncertainty on competitive advantage and operational performance. However, competitive advantage does not significantly affect operational performance. The study reveals that competitive advantage is perfect mediator between supply chain environmental uncertainty and operational performance, while supply chain environmental uncertainty is a moderating predictor between competitive advantage and operational performance. Practical Implications: The research has implications for manufacturing company managers adapting to supply chain environmental uncertainty through supplier, customer, and technology considerations. It emphasizes the importance of adapting to supply chain environmental uncertainty to enhancing competitive advantage and operational performance in the manufacturing industry. Efforts to improve operational performance and strategically integrate competitive advantage should consider the business environment, including suppliers, customers, and technology. Limitations: This research is limited to large and medium-scale manufacturing industries, hindering generalization to other industries, particularly small-scale ones. Additionally, researchers can consider additional contextual factors such as supply chain integration, supply chain agility, and total quality management. Originality/Value: This study expands the theoretical framework of supply chain environmental uncertainty, competitive advantage, and operational performance through empirical testing of a theoretical model. The findings support the proposed model's validity and highlight the mediation role of competitive advantage and supply chain environmental uncertainty, providing a reference for future theory development and model building.

Distribution Channel Analysis in Increasing Customer Satisfaction

The aim of this research is to find out how distribution channels are, the factors that influence distribution channels and distribution channel strategies in increasing customer satisfaction at Lion Parcel Gunungsitoli City. This research uses a qualitative research approach. The sample in this study was 4 people consisting of business owners, admin staff (couriers) and customers at Lion Parcel Gunungsitoli City. The data collection techniques used were observation and interviews. The results of this research are firstly that the distribution channel at Lion Parcel is quite good, prioritizing good service quality and providing convenience in carrying out transactions and bonuses for regular customers, secondly, the factors that influence distribution at Lion Parcel in Gunungsitoli City are the distance that is quite far and the infrastructure does not support it and the courier staff is still minimal and the third is Lion Parcel Gunungsitoli City, namely adding workers so that goods can be distributed properly and looking for other alternatives to speed up the distribution process.

Driving SMES towards Green Business: The Impact of Sustainable Marketing Mix on Performance and Loyalty in BNI'S Go Green Movement

Growing global concerns over environmental issues, such as climate change and pollution, have heightened the demand for sustainable business practices, particularly in the banking sector. Financial institutions support environmental sustainability through green finance by offering eco-friendly products like green loans and bonds. This study examines how BNI's Go-Green initiative enhances SME customer loyalty by incorporating the sustainable marketing mix, focusing on people, profit, and planet. A quantitative approach was used to assess the impact of the sustainable marketing mix on SME performance and customer loyalty within BNI's Go Green movement in Bukittinggi, Indonesia. A stratified random sample of 303 SMEs was selected from a population of 1,239. Data were gathered through structured questionnaires using a five-point Likert scale and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). Confirmatory Factor Analysis (CFA) validated the measurement model, and the structural model assessed direct and indirect effects. The variable had the highest Average Variance Extracted (AVE) 0.873. Discriminant validity showed a strong correlation between business sustainability and customer loyalty (0.768). Place and Business Sustainability had significant positive effects on customer loyalty, while People and Planet had more limited impacts. This study introduces the expanded marketing mix people, profit, and planet into the green finance framework and highlights the underexplored mediating role of business sustainability in fostering SME customer loyalty. The findings emphasize the importance of aligning green banking products with SME needs to enhance loyalty and support global sustainability goals, including the United Nations’ Sustainable Development Goals (SDGs).

Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth

Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to post-purchase interactions, highlighting moments that significantly impact customer satisfaction. By leveraging customer data, feedback, and analytics, SMEs can gain valuable insights into customer behavior, motivations, and preferences. This framework emphasizes the importance of personalization, using data to tailor the customer experience and foster deeper connections. Additionally, the framework integrates feedback loops, allowing SMEs to continuously gather and analyze real-time customer data. This iterative process helps businesses to proactively identify emerging trends, address customer concerns, and adapt to evolving market demands. By aligning customer needs with business objectives, SMEs can create more targeted marketing campaigns, improve product or service offerings, and enhance customer retention strategies. The implementation of this customer journey mapping framework can lead to several key benefits for SMEs, including improved customer satisfaction, increased brand loyalty, and greater operational efficiency. It also enables SMEs to compete more effectively in their markets by delivering personalized and seamless customer experiences. The framework supports scalability, allowing SMEs to refine their customer engagement strategies as their businesses grow. In conclusion, the customer journey mapping framework serves as a critical tool for SMEs looking to enhance customer satisfaction and drive sustainable business growth. By focusing on data-driven insights and continuous improvement, SMEs can deliver more value to customers, strengthen brand loyalty, and achieve long-term success.

Why don’t You Want My Money: A Study of the Acceptance of Cryptocurrencies in Online Cannabis Markets

ABSTRACT Drug trafficking is a crime that is constantly renewing and adapting to new technological advances. With the emergence of cryptocurrencies, many offenders have incorporated this technology in the development of their criminal activities. It is usually assumed that characteristics of this virtual currency such as its security and anonymity could favor criminality. This paper studies the acceptance of cryptocurrencies in online drug markets in Canada. The results show that most marketplaces refuse cryptocurrency as a form of payment. Furthermore, they suggest that this acceptance is based on criteria of business improvement and customer acquisition, with the market’s need to take advantage of the cryptocurrency’s features being less important. Merchants do not consider their use necessary to protect the development of their criminal activity and therefore most of them do not intend to accept them in the future. The extended TAM has shown to be valuable in elucidating conclusions regarding the acceptance of cryptocurrency in this area.

Policy innovation and the sustainable quality management 4.0 framework for integrating sustainable services

Over the past twenty years, service organizations have adopted total quality management to enhance their service quality, significantly impacting business performance, customer satisfaction, and profitability. This study delves into policy development of sustainable quality management theory, benefits, and various service components, while reviewing its implementation in services industries and policy innovation. The concept of Sustainable Quality Management 4.0 (SQM 4.0) integrates sustainable management, traditional quality management, and Quality 4.0 principles to optimize resources, reduce environmental impacts, and enhance decision-making through Industry 4.0, IoT, AI, and big data analytics. The findings offer valuable framework and policy insights for managers and practitioners on quality management and service systems, providing an implementation framework for Sustainable Quality Management in the service sector. The paper outlines comprehensive elements and strategies for implementation as a SQM framework for attaining sustainable quality management in the services industry.

The Impact and Future of Generative Pre-trained Transformers: A Study of GPT in Enhancing Business and Technology

With the development of artificial intelligence (AI), natural language processing (NIP) has clearly become the key to enhancing AI capabilities, especially through the deployment of GPT. This paper explores the major advances and related commercial applications of GPT, as it is at the cutting edge of AI technology with far-reaching capabilities in terms of text generation, language understanding, and human-machine interaction. Developed by OpenAI, GPT uses innovative transformer architecture to make breakthroughs in a variety of language tasks, marking a major evolution in the potential applications of AI in various industries. This research explores the integration of GPT in sectors, highlighting how its complex text processing capabilities can be utilized to improve efficiency and innovative service delivery. The study highlights the transformative impact of GPT on business efficiency, strategic decision-making, and customer engagement, thanks to its scalable and adaptable AI framework. Finally, the document reflects the need for a strong ethical framework and regulatory supervision to guide the deployment of GPT technologies. As the Global Trade Agreement evolves, it is committed to shaping the future of global industry by promoting innovation while calling for a balanced approach to ethical considerations and social impacts.

Analytics-based service perspective on customer value and business process management: evidence from transportation service

ABSTRACT This paper investigates customer value and business process management from the analytics-based service (ABS) view. ABS uses business analytics to support better-informed decision-making, which benefits service customers and providers. Applying descriptive/diagnostic analytics to service encounters and predictive/prescriptive analytics to post-service may improve business process management. This paper conducted predictive analytics (e.g. regression) and diagnostic analytics (e.g. bigram natural language processing), examining the mechanism to create customer value (e.g. net promoter score) and assessing customer-frontline employee interactions in business processes. This approach helps contextualize diverse and plural relationships between the service customer and provider as an enabler for design thinking. ABS may inform problem exploration with predictive analytics to identify predictors for outperforming or underperforming customer value metrics, problem definition and practice analysis with diagnostic analytics on business process scripts, and developing remedies based on prescriptive analytics powered by simulations and optimizations.

The Impact of digital payments on small coffee business in India

India's coffee industry has experienced notable growth, fuelled by rising demand for specialty coffee and a thriving start-up culture. However, small coffee businesses continue to face challenges such as fierce competition, limited resources, and reliance on a cash-driven economy. This study examines the impact of digital payments on these small enterprises, focusing on key aspects like convenience, security, speed, data-driven insights, and reduced costs associated with cash handling. Utilizing a mixed-methods approach, the research integrates both quantitative and qualitative analyses. Primary data is gathered through structured surveys from 200-300 small coffee business owners and customers, complemented by in-depth interviews with 10-15 coffee shop owners. Additionally, secondary data from industry reports and case studies enriches the analysis. Statistical tools, including descriptive and inferential statistics, correlation analysis, and factor analysis, are employed for quantitative data, while thematic analysis interprets qualitative insights. The study reveals that digital payments significantly improve operational efficiency, enhance customer satisfaction, and boost revenue for small coffee businesses. Challenges such as digital literacy gaps, cyber security concerns, and infrastructural limitations remain. The findings recommend that small coffee businesses can optimize the benefits of digital payments by investing in digital literacy, addressing security issues, and leveraging data insights for informed decision-making.

Do all complain the same? Examining the role of luxury hotels reviewer attributes using text mining

Purpose Although extant studies found the determinants of customer complaints in luxury hotels, comparison of complaint severity using reviewer characteristics (nationality, reviewer type and expertise) is limited. This study aims to identify the variation in customers’ complaint attributes among different customer categories. Design/methodology/approach This study tried to address this gap by using structural topic modelling and text mining techniques to find the sentiment score, word count, complaints attributes and severity score. The research sample covers luxury hotels in India, and online review text and their associated data has been collected and analysed. Findings The authors found that leisure customers wrote lengthier reviews and complained about the facility-related aspects (valet parking, entertainment and amenities) and food-related aspects (food variety, service and menu) while the business customers’ complaint severity score is more on salient aspects (room size, bathroom and staff related services). The international customers wrote lengthier reviews and complained more about the facility-related aspects (amenities, pick-up and entertainment) and core service offerings (stay experience, bathroom, dirtiness and complaint resolution). Whereas domestic customers complained more about stay-related aspects (food variety, quality, services, staff behaviour and stay experience). Also, this study used correlation analysis to find the dependencies between topics and uncovered underlying patterns, trends and associations, aiding in a deeper understanding and interpretation of the complaints. This study can help service providers tailor their services based on customer attributes to ensure maximum customer satisfaction. Originality/value The findings of this study can enable hotel service providers to customise their services based on customer attributes to reduce dissatisfaction among customers and promote customer loyalty. The findings of this study can also be used to devise differential promotional strategies for different types of customers.

Improving production sequencing in the age of Industry 4.0: A mathematical launching model approach

Purpose: To enhance enterprise efficiency, this study examines the pivotal role of operations management in optimizing the use of materials, technology, equipment, and personnel, especially within the transformative framework of Industry 4.0.Design/methodology/approach: This article investigates operational preparation in the context of Industry 4.0. Through questionnaires and interviews with stakeholders, problems related to operational preparation were identified. To address these problems, a launching model was developed for production systems. The model considers several parameters important for the production process, including business goals, customer needs, and environmental conditions that impact enterprise performance and profit.Findings: The model determines the importance of jobs to be performed in a certain order to optimize production sequence. The proposed parameters are included in a mathematical-algorithmic launching model based on categorical levels related to the production process, such as profit, delivery times, processing times, total number of technological operations, product types, materials, required quality, product complexity, and resource use. The model was developed based on observations and investigations conducted in Kosovo's enterprises on operations research, and it has the potential to significantly improve production efficiency and profitability in the Industry 4.0 era.Practical implications: The findings of this study have practical implications for operations management within the Industry 4.0 framework, proposing a launching model designed to optimize production processes and enhance efficiency.Originality/value: The originality and value of this research lie in the development of a mathematical-algorithmic launching model that addresses operational preparation in the Industry 4.0 context, taking into account various crucial parameters.

Effect of concentric strategy on the performance of Commercial State Corporations in Kenya

The study sought to assess the effect of concentric strategy on the performance of Commercial State Corporations in Kenya. A cross-sectional correlational design was adopted as the study design. The target population was 1,026 senior managers of the Commercial State Corporations. The sample size was 99 senior managers in Commercial State Corporations. Primary data was gathered using a structured questionnaire. Collected data was analysed using descriptive data analysis techniques (Mean, Standard Deviation, Maximum and Minimum) and regression analysis. The results were presented using tables and figures. The study established a significant effect of concentric strategy on the financial, customers and internal business process performance of Commercial State Corporations in Kenya (β =0.829, p=0.000<0.05; β =0.648, p=0.000<0.05). Only learning, growth, and development as a measure of a Balanced Scorecard were not affected by the concentric strategy of the Commercial State Corporations. This study concludes that the concentric strategy significantly improved the financial, customer, and internal business process performance of Commercial State Corporations in Kenya, as supported by statistical evidence. However, it had no significant effect on learning, growth, and development performance. The study recommends that Commercial State Corporations in Kenya establish policies for strategic partnerships, develop performance metrics and Key Performance Indicators, and regularly monitor progress to effectively implement concentric strategies and enhance long-term performance.

Gender-Based Analysis of Online Shopping Patterns on Shopee in Malaysia: A J48 Decision Tree Approach

The purpose of this study is to investigates the gender differences of Shopee platform for online shopping behavior by using the J48 decision tree algorithm to classify and predict shopping frequency among male and female consumers for Malaysia context. WEKA software was used in this study to analyze the datasets. From the experiments, the majority of Shopee user were female consumers. The findings shows that female consumer behavior is more complicated and more varied regarding purchasing behavior. The study's findings demonstrate the potential of gender specific insights to enhance e-commerce strategies, particularly in product recommendations and targeted marketing. Although the J48 model performed well in predicting male shopping patterns, it was less effective for females, indicating the need for more advanced modeling techniques is used to better capture the complexities of female consumer behavior. This research also emphasizes the significance of using machine learning tools like the J48 decision tree to analyze consumer data, providing valuable insights for improving customer satisfaction and business performance. However, limitations such as sample size and the focus on a single platform suggest that further research is needed, including the exploration of alternative algorithms and broader demographic factors.

Development of an integrated model for SME marketing and CRM optimization

The development of an integrated model for optimizing marketing and customer relationship management (CRM) in small and medium-sized enterprises (SMEs) presents a crucial advancement in enhancing business competitiveness and customer engagement. This paper proposes a unified model that merges scalable software solutions for social media analytics with AI-driven CRM to provide a comprehensive framework for SMEs to enhance their marketing strategies and customer interactions. Social media platforms have become vital channels for customer outreach, engagement, and feedback, yet SMEs often face challenges in leveraging these platforms due to limited resources and expertise. Integrating social media analytics into CRM systems offers businesses the ability to analyze customer behaviors, preferences, and sentiment on a large scale. The proposed model utilizes artificial intelligence (AI) to streamline customer interactions, enabling personalized communication and improving customer retention. By incorporating AI into CRM, SMEs can automate routine tasks, such as responding to customer inquiries and segmenting audiences based on their social media activity. This allows for more efficient marketing strategies and enables businesses to proactively address customer needs, ultimately driving customer loyalty and long-term growth. Furthermore, the unified model focuses on scalability, ensuring that SMEs can adopt and adapt these technologies according to their evolving needs and resources. This paper also explores the benefits of integrating these technologies, including the potential for improved data-driven decision-making, enhanced customer experience, and increased operational efficiency. In conclusion, this integrated model presents a strategic pathway for SMEs to optimize their marketing and CRM efforts through the adoption of scalable, AI-driven tools that enhance customer engagement and boost business performance. Keywords: SME Marketing, CRM Optimization, Social Media Analytics, AI-Driven CRM, Customer Engagement, Scalable Software Solutions, Business Performance, Personalized Communication, Customer Retention, Data-Driven Decision-Making.

Linking Environmental Management Systems to Firm Performance: Empirical Evidence from an Emerging Economy

This study aims to determine how environmental performance and customer satisfaction affect the relationship between environmental management systems and company performance. For this purpose, we have collected and analyzed data from 243 textile companies in Pakistan, using partial least squares structural equation modelling. Our empirical results indicate that environmental management systems have a positive and significant impact on business success, customer satisfaction and environmental performance. The findings also show that environmental performance and customer satisfaction mediate the relationship between environmental management systems and business performance in a complementary manner. Our findings show that environmental performance and customer happiness are essential for textile companies to benefit from environmental management systems. The results suggest that Pakistani textile companies should make better use of environmental management systems as valuable tools for addressing stakeholders' concerns and for boosting financial profits.

Investigate the distinctive link between a balanced scorecard and organizational performance in IT and non-IT sectors

PurposeThe purpose of this research is to examine how the implementation of a balanced scorecard (BSC) affects business outcomes in both information technology (IT) and non-IT sectors.Design/methodology/approachPartial least squares structural equation modeling (PLS-SEM) was used to test the hypothesis. A random sample was used to collect 170 responses from the IT companies and 166 from non-IT companies by using the questionnaire method. The questionnaire was distributed to the top- and middle-level managers in Bangalore city, and we used SmartPLS software to explore the relationship between our research constructs.FindingsThe results of this study indicate that a BSC has a significant and positive impact on organizational performance in IT and non-IT sectors. The main distinction in this study is that all BSC perspectives [learning and growth perspective, internal business process (IBP) perspective, customer perspective (CP) and financial perspective (FP)] have a significant, direct and indirect impact on IT companies. On the other hand, solely three BSC perspectives (IBP perspective, CP and FP) have a significant impact on non-IT companies, while learning and growth perspective has an insignificant impact on the FP.Originality/valueThis study provides a critical theoretical and practical contribution of a BSC on business performance in IT and non-IT industries.

Harnessing the Power of AI in Salesforce: An Empirical Study on Enhanced Data Insights and Organizational Efficiency

Abstract: This article examines the integration of Artificial Intelligence (AI) in Salesforce platforms to enhance business analytics and decision-making processes. We explore how AI-powered solutions are revolutionizing data analysis, providing organizations with actionable insights, and improving market responsiveness. The article investigates key AI techniques implemented in Salesforce, including machine learning algorithms for pattern recognition and natural language processing for unstructured data analysis. We analyze the impact of these technologies on identifying trends, forecasting, threat detection, and opportunity identification for sustainable growth. Through case studies and empirical analysis, we demonstrate the effectiveness of AI-driven Salesforce solutions in streamlining data processing, enabling real-time market adaptation, and enhancing organizational efficiency. The article also addresses the technological infrastructure supporting these AI solutions, discussing cloud-based computing resources, integration challenges, and data security considerations. Our findings suggest that AIpowered Salesforce solutions significantly improve business analytics capabilities, allowing companies to make more informed decisions and maintain a competitive edge in rapidly evolving markets. This article contributes to the growing body of knowledge on AI applications in customer relationship management and business intelligence systems

Developing and validating an instrument for assessing E-entrepreneurial idea feasibility

Despite the critical importance of e-entrepreneurship idea generation for e-venture success, there remains a significant lack of valid and reliable instruments to evaluate the feasibility of e-entrepreneurial ideas proposed by undergraduates during entrepreneurship learning. This study addresses this gap by creating and validating a scale based on the Business Model Canvas with a sample of 299 participants. Following established scale development procedures, a 13-item scale with four factors emerged: value creation and customer relationship management, cost structure, business viability, and customer segmentation and personalization. The scale demonstrates satisfactory internal consistency and criterion-related validity, providing a reliable tool for assessing e-entrepreneurial idea feasibility in higher education, benefiting both educators and researchers.

Методика оценки уровня готовности розничной торговли в России к процессу цифровой трансформации

Chain of events 2019–2022 (COVID-19, sanctions, rising inflation, import substitution policy and economic situation in the market) have had a significant impact on consumer behavior. Many consumers have started to shop online more often than offline stores. Consumer preferences and active adoption of digital technologies by market leaders set the vector of overall digitalization and require companies in the industry to adapt in three areas: customer service, business processes and business models. In order to develop a personalized digital transformation strategy that takes into account a company's strengths and weaknesses, it is necessary to assess the level of digital maturity. The study analyzed the most well-known methodologies for assessing digital transformation, which revealed a number of short-comings, such as the lack of assessment of investment potential and the current level of implementation of digital tools, as well as insufficient attention to the security of digital infrastructure. The authors have developed a new system for assessing the level of digital transformation. The proposed criteria can be interpreted to make further strategic, managerial decisions regarding the implementation of digital technologies at the enterprises of the industry. Taking into account the results obtained, it is necessary to assess the level of digital maturity taking into account the prioritization of tasks and the dynamic nature of digital transformation. This will allow choosing the most relevant strategy on the data-driven retailing matrix.

Digitalization Management in the Corporate Banking Sector of Ukraine

Introduction. Digitalization in trendy banking services requires changing their relationships with corporate clients within the framework of an individual approach to each client in the context of the development of the latest information and communication technologies and Internet marketing. Therefore, improving the business customer service system based on innovative technologies in banks to increase their competitiveness and profitability remains relevant. Aim and tasks. This study aims to examine the trends in banks’ service of corporate clients in the context of the latest financial technology development and to determine the directions for forming a digitalization strategy in corporate banking in Ukraine. Results. The growth of corporate clients in the banking system of Ukraine in 2022-2024 became possible due to the digitalization of management and the implementation of electronic payment systems, which contributed to the growth in the number of open accounts, which increased by 27%, while the growth of remote servicing increased from 78% to 89% of business clients. The top 10 banks in Ukraine account for 75% of the funds in corporate clients’ accounts. Along with high reliability, the clients of these banks have come to value the digital services that banks provide that meet global standards. As a result of the growth in the volume of banking services provided to corporate clients in 2023 using digital technologies, the volume of fee and commission income of the Ukrainian banking system increased by 13% compared to 2022. Conclusions. The banking system of Ukraine is in the process of digital transformation that promotes the transformation of financial institutions into high-tech platforms capable of creating new algorithms for generating profit from digital technologies. Implementing digital transformation in the banking sector increases the number of banks` corporate clients and their satisfaction with banking products and services. This leads to an increase in the efficiency of banking activities and banks’ profitability through increased commission income. The forecasting of commission income of Ukraine’s banking system conducted in this study showed that further introduction of digitalization into corporate banking could contribute to their growth by at least 8% annually.