Customer Care Research Articles

How consumers' attitude towards chatbots affects their experience and behavioural intentions: The case of South Africa

The purpose of this study is to determine how consumers' attitudes towards chatbots affect their experiences and behavioural intentions. In the contemporary business environment, a lot of enterprises and outstanding brands have resorted to using modern technology in their business operations, such as chatbots, to offer 24-hour customer care. The quantitative research approach was adopted for this study with a correlational survey model to collect and analyse numerical data to ascertain how consumers' attitudes towards chatbots affect their experiences and behavioural intentions. The population of this study comprises customers of renowned brands in South Africa. The sample size was 211 consumers with at least five years’ experience of using chatbots in South Africa who were selected using a nonprobability convenience sampling method. The Statistical Package for Social Sciences (SPSS) and SmartPLS3 were used to analyse the data. The study's findings show a strong predictive correlation between customer contacts and behavioural intent towards chatbots and perceived usefulness, ease of use, enjoyment, and seeming risk. The significance of these aspects in influencing customer attitudes and behaviours while interacting with chatbot technologies is highlighted by these findings. Understanding and optimizing perceived usefulness, ease of use, fun, and apparent risk in chatbot design is crucial for shaping positive consumer interactions and influencing behavioral intent towards chatbots. Therefore, it is highly recommended that renowned brands and companies looking to optimise their chatbot systems endeavour to improve customer experiences and encourage long-term behavioural intentions among South African users.

Social Media as A Strategic Communication Tool in The Development and Promotion of Ecotourism (The Case of a Small and Medium Ecotourism Enterprise in Pangalengan, West Java)

This research explores the role of social media as a strategic communication tool in developing and promoting ecotourism enterprise. The research was conducted by studying five social media used by Ecoethno Leadcampsite, an ecoturism site located in Pengalengan, West Java runned by a Small and Medium Enterprise (SME). This study assesses how social media is used to strengthen the visibility of these destinations, facilitate engagement with tourists, and promote sustainable tourism practices. The research findings show that not all social media are used effectively, and they tend to highlight certain aspects of strategic communication, including tourism activities, resource utilization, and environmental orientation. Strategic communication aspects of travel expenses, timetables, and customer care are relatively not covered in the marketing communications messages. Insights from this research have implications for tourism stakeholders, policymakers, and society in general, demonstrating the need for a paradigm shift towards integrated use of digital technology to promote and build sustainable ecotourism.

Understanding users’ responses to disclosed vs. undisclosed customer service chatbots: a mixed methods study

AbstractDue to huge advancements in natural language processing (NLP) and machine learning, chatbots are gaining significance in the field of customer service. For users, it may be hard to distinguish whether they are communicating with a human or a chatbot. This brings ethical issues, as users have the right to know who or what they are interacting with (European Commission in Regulatory framework proposal on artificial intelligence. https://digital-strategy.ec.europa.eu/en/policies/regulatory-framework-ai, 2022). One of the solutions is to include a disclosure at the start of the interaction (e.g., “this is a chatbot”). However, companies are reluctant to use disclosures, as consumers may perceive artificial agents as less knowledgeable and empathetic than their human counterparts (Luo et al. in Market Sci 38(6):937–947, 2019). The current mixed methods study, combining qualitative interviews (n = 8) and a quantitative experiment (n = 194), delves into users’ responses to a disclosed vs. undisclosed customer service chatbot, focusing on source orientation, anthropomorphism, and social presence. The qualitative interviews reveal that it is the willingness to help the customer and the friendly tone of voice that matters to the users, regardless of the artificial status of the customer care representative. The experiment did not show significant effects of the disclosure (vs. non-disclosure). Implications for research, legislators and businesses are discussed.

Assessing the Impact of Customer Care and Teaching Practices on Students’ Academic Performance in Private Universities in Tanzania

This study assessed the impact of customer care and teaching practices on students’ academic performance in private universities in Tanzania, focusing on RUCU, SAUT Mwanza, and St. Joseph DSM. It aimed to assess the impact of customer care and teaching practices on students’ academic performance. A mixed-methods design was used, combining quantitative surveys and qualitative interviews. Data were collected from 900 students, 150 faculty members, and 60 administrative staff using stratified random sampling. Quantitative analysis revealed an R-squared value of 0.651, indicating that 65.1% of the variance in student satisfaction is explained by the quality of customer care services and teaching practices. Qualitative insights were gathered through semi-structured interviews to explore institutional challenges. The study found that both customer care and teaching practices significantly impact student satisfaction and academic performance. Students reported dissatisfaction with slow administrative responses and inadequate support, negatively affecting their satisfaction. Variability in teaching quality was observed, with innovative methods enhancing engagement and performance, while traditional approaches were less effective. The positive relationships between effective customer care, aligned teaching practices, and student satisfaction were underscored by the quantitative analysis. Private universities in Tanzania must improve customer care and teaching practices to enhance student satisfaction and performance. Resource constraints and technological limitations are major challenges. Universities should invest in staff training, modernize technological infrastructure, streamline administrative processes, and focus on innovative teaching methods to improve the educational environment and academic outcomes.

Emotion AI in Disguise Spurs Strategic Behavior in Customer Care

Emotion AI in Disguise Spurs Strategic Behavior in Customer Care

Transforming Cardiac Health: The Role of Data Science in Daily Wellness

An analysis of how data science and healthcare are developing together indicated new possibilities to improve daily life and medical services, especially with regard to heart health. In order to provide customized cardiac care and resource allocation, it analyzes how technologies such as predictive modeling, analytics, and machine learning will change healthcare systems. It emphasizes the importance of maintaining ethical standards, security, and privacy, as well as appropriately handling cardiac health data. It highlights the revolutionary power of data science through real-life examples of enhancing patient care, supporting community health programs, and bringing about beneficial changes across the healthcare industry. The ultimate objective is to highlight the significance that data analytics can play in helping people to take control of their cardiovascular health and take well-informed choices about the treatment of their diseases.

Trademark Empowerment using Optimal Neutrosophic Topological Vector Space for Maximizing Customer Attraction

Neutrosophic set is introduced as a generalization of intuitionistic fuzzy set, where any elements x ∈ X we have membership (T), non-membership (F), and indeterminacy (I)degrees. Neurosophic vague topological spaces are presented in various notations like neurosophic vague compactness and continuity. Trademarks are the essential components of intellectual property that allow owner to earn profit based on their name. In this industry, retailers typically use feedback channels like customer care service, website review complaints and suggestions boxes to gain user reviews on service satisfaction. But, there is a gap between these techniques. Customers are not fulfilled with them due to lack of trust in management, a lack of flexibility and slow responsiveness. This has prompted examination of the effect of customer feedback channels (CFCs) on client satisfaction and the necessity to develop a new CFC using artificial intelligence (AI). Thus, this study designs a Trademark Empowerment using Optimal Neutrosophic Topological Vector Space (TE-ONTVS) technique for Maximizing Customer Attraction. The intention of the TE-ONTVS technique lies in the prediction of customer behaviour and attraction. To accomplish this, the TE-ONTVS technique undergoes data scaling using Z-score normalization. In addition, the TE-ONTVS technique uses NTVS approach for the identification of customer behaviour and attraction. Lastly, whale optimization algorithm (WOA) is applied for optimal parameter tuning of the NTVS algorithm. A series of experiments were involved to demonstrate the enhanced outcomes of the TE-ONTVS algorithm. The obtained results stated that the TE-ONTVS technique reaches optimal performance over other models

Barriers to longitudinal follow-up for hepatitis B treatment in rural Sierra Leone: A mixed methods study of retention in care.

HBV disproportionately affects resource-limited settings, and retaining patients in longitudinal care remains challenging. We conducted a mixed methods investigation to understand the causes of losses to follow-up within an HBV clinic in rural Sierra Leone. We developed a multivariable logistic regression model of baseline clinical and sociodemographic factors predicting losses to follow-up, defined as failing to present for a follow-up visit within 14 months of enrollment. We included patients enrolled between April 30, 2019 and March 1, 2020, permitting 14 months of follow-up by April 30, 2021. We then developed a survey to solicit patient perspectives on the challenges surrounding retention. We interviewed randomly selected patients absent from HBV care for at least 6 months. Among 271 patients enrolled in the Kono HBV clinic, 176 (64.9%) did not have a follow-up visit within 14 months of the study end point. Incomplete baseline workup (aOR 2.9; 95% CI: 1.6-4.8), lack of treatment at baseline (aOR 5.0; 95% CI: 1.7-14.4), and having cirrhosis at baseline (aOR 3.3; 95% CI: 0.99-10.8) were independently associated with being lost to follow-up. For the patient survey, 21 patients completed the interview (median age 34 years [IQR: 25-38]). Travel-related factors were the most frequently reported barrier to retention (57%). Almost 30% suggested improved customer care might support retention in care; 24% requested to be given medication. In our setting, factors that might reduce losses to follow-up included expanded criteria for treatment initiation, overcoming transportation barriers, reducing wait times, ensuring against stockouts, and scaling up point-of-care testing services.

Customer Service 2.0: The Influence of Chatbots and AI Solutions"

In recent years, chatbots have gained popularity as a result of breakthroughs in artificial intelligence and other technologies that lie behind the surface. In a similar vein, the growing interactivity of the internet and the enhanced capabilities of mobile devices have notably drawn a greater number of customers who are looking for improved and personalized customer care. This is the goal. Therefore, the purpose of this chapter was to gain a better understanding of the usage of chatbots by online businesses in order to throw light on the influence that it has on the happiness of customers with customer service. In this particular research endeavor, the conceptual framework was built using the commitment theoretical trust underpinning. It investigated trust, commitment, service quality, and technology in regard to the utilization of chatbots. As a consequence, the higher level of customer involvement that was achieved has resulted in increased information sharing and referrals to additional clients. The purpose of this chapter was to propose an integrated framework for anticipating the use of chatbots to increase customer bonding with businesses. The most important contribution was the compilation of a list of prerequisites that must be met in order to enhance customer involvement in the process of implementing chatbots.

Leveraging lean 4.0 technologies in healthcare: An exploration of its applications

Lean 4.0, a fusion of lean manufacturing and digital technologies, is a powerful tool for implementing Industry 4.0. Its widespread use across sectors is driven by its ability to eliminate waste, reduce errors, boost revenue, and enhance customer care and efficiency. In the healthcare sector, this fourth lean revolution is particularly beneficial, as it helps to curb wastage and enhance efficiency, leading to more effective outcomes. Lean 4.0, a globally recognized best practice for industrial organisations, has proven its worth in enhancing performance and competitiveness. Its success has led to its adoption not only in manufacturing but also in non-manufacturing sectors such as Healthcare, finance, telecommunications, construction, and logistics. Its ease of use and effectiveness make it a superior alternative to traditional medical waste management techniques. Relevant papers on Lean 4.0 for Healthcare in the current literature are identified and studied to evaluate the impact of Lean 4.0 principles in Healthcare. This review-based research studies Lean 4.0 technologies and their needs in Healthcare. It discusses sustainable support for the healthcare sphere through Lean 4.0. Paper briefs several modalities of Lean 4.0 for the healthcare domain. Finally, the paper identifies and discusses the significant applications of Lean 4.0 in Healthcare. Lean 4.0 is essential to lowering errors that lead to medical mistakes since this business deals with life-or-death situations. Healthcare institutions need to reduce their overall waste reduction. With Lean 4.0, staff members working in quality management, clinical operations, consulting, and patient experience can progress into leadership roles in the healthcare sector. Lean 4.0 technologies can reduce waste production, including employing reusable medical equipment or cutting down on packaging waste. The possible difficulty of integrating digital technologies with healthcare systems and practices is Lean 4.0's limitations for the healthcare industry. Healthcare institutions can use refillable syringes and other disposable items to reduce waste rather than disposable plastic syringes. In future, healthcare institutions may save costs and lessen their environmental effect by minimising trash by using lean 4.0 technologies.

Awareness and User Satisfaction With Archival Services At the Archives Management Department (RAMD) in Tanzania

This study assesses the awareness of, and user satisfaction with, archival services that the Records and Archives Management Department (RAMD) provides in Tanzania. It also identifies constraints undermining effective service access. Employing a descriptive research design and a mixed-methods approach, the study collected data from 81 respondents. Of these, four (4) were key informants who participated in interviews, with the remaining 77 taking part in a questionnaire survey. We subjected qualitative data to content analysis and processed quantitative data with the help of the SPSS. Then, Chi-square tests determined the association between the respondents’ awareness of archival services and their demographic characteristics. The study found moderate awareness among the respondents, with gender and education levels varyingly influencing such awareness. On the one hand, the majority of the respondents reported dissatisfaction with RAMD services, particularly the reading room space, service processes, and finding aids. On the other hand, a one-sample test revealed that the respondents were satisfied with record content and customer care. Inadequate ICT infrastructure, reading facilities, material deterioration, and the lack of web-based finding aids emerged as major constraints that contributed to user dissatisfaction. The study results suggest that RAMD should transition to the use of digital platforms (such as websites), as well as use of mass media (like radio and television), to enhance public awareness of RAMD’s services. Moreover, the RAMD should also create a more user-friendly environment, expand the reading room space, train employees, and digitise all the archival materials.

Apple’s Brand Marketing Strategy: A Case Study on Brand Image and Customer Engagement

This study examines Apple’s marketing strategy from a customer perspective, focusing on brand image and engagement. Apple has earned a strong brand image in the global market with its innovation, superior design and high-quality products. Apple’s product differentiation and well-established ecosystem set it apart from the competition in the market. Apple’s retail stores enhance the customer experience with personalized service and digital displays. Apple uses digital marketing to engage customers and raise expectations when new products are released. Hunger marketing strategies, attention to detail, and customer care foster customer satisfaction and loyalty. Apple’s products have evolved from tools to lifestyle and fashion accessories, and its iOS system is shaping a unique attitude towards life. Through the psychology of social identity, the study reveals how customer emotions are reflected in Apple’s brand marketing. In addition, Apple’s commitment to environmental sustainability creates a positive image. The study emphasizes the importance of branding in attracting and retaining customers. Apple’s marketing strategy has transcended business and becomes part of consumers’ lifestyles, making the Apple brand synonymous with innovation, style and social acceptance.

Machine Learning Model for Predicting Mortality Risk in Patients With Complex Chronic Conditions: Retrospective Analysis.

The health care system is undergoing a shift toward a more patient-centered approach for individuals with chronic and complex conditions, which presents a series of challenges, such as predicting hospital needs and optimizing resources. At the same time, the exponential increase in health data availability has made it possible to apply advanced statistics and artificial intelligence techniques to develop decision-support systems and improve resource planning, diagnosis, and patient screening. These methods are key to automating the analysis of large volumes of medical data and reducing professional workloads. This article aims to present a machine learning model and a case study in a cohort of patients with highly complex conditions. The object was to predict mortality within the following 4 years and early mortality over 6 months following diagnosis. The method used easily accessible variables and health care resource utilization information. A classification algorithm was selected among 6 models implemented and evaluated using a stratified cross-validation strategy with k=10 and a 70/30 train-test split. The evaluation metrics used included accuracy, recall, precision, F1-score, and area under the receiver operating characteristic (AUROC) curve. The model predicted patient death with an 87% accuracy, recall of 87%, precision of 82%, F1-score of 84%, and area under the curve (AUC) of 0.88 using the best model, the Extreme Gradient Boosting (XGBoost) classifier. The results were worse when predicting premature deaths (following 6 months) with an 83% accuracy (recall=55%, precision=64% F1-score=57%, and AUC=0.88) using the Gradient Boosting (GRBoost) classifier. This study showcases encouraging outcomes in forecasting mortality among patients with intricate and persistent health conditions. The employed variables are conveniently accessible, and the incorporation of health care resource utilization information of the patient, which has not been employed by current state-of-the-art approaches, displays promising predictive power. The proposed prediction model is designed to efficiently identify cases that need customized care and proactively anticipate the demand for critical resources by health care providers.

Total Quality Management and Organizational Performance: A Study of Commercial Banks in Bamako, Mali

The purpose of the study was to examine the effect of total quality management on organizational performance among selected banks in Bamako, Mali. This study adopted a cross-sectional survey design. The target population was 160 respondents and the sample size was 114 respondents. The study questionnaire was the main instrument of data collection. Frequency and percentage distribution were used to determine the profile of the respondents. Mean and Standard deviations were used as descriptive statistics for the independent (total quality management constructs) and dependent variables (organizational performance). Linear and multiple regression analyses were used to determine the effect. The study found a significant effect of total quality management on organizational performance (R2=0.832, p<0.01). Specifically, the study found a significant effect of all the measures of total quality management on organizational performance. Lastly, the study found that there was a positive significant correlation between total quality management and organizational performance among banks in Bamako, Mali. The study concluded that the promotion of total quality management principles is relevant in enhancing organizational performance in the Malian Banking Industry. The study recommended that: the management of the banks should enhance human resource focus to increase reliability and timely delivery of the products/services. Moreover, effective human resources focus during the process of total quality management thus enhancing banks' performance. The management of banks should focus on the improvement of market target blend and customer care. The banks should also focus on the provision of quality services to the customer and promoting their brand.

Analysis of Housing Credit Financing Between Commercial Banks and Sharia Banks

This study tries to compare the housing loan financing system between commercial banks and Islamic banks. The purpose of this comparison is to find out the differences in the housing loan financing system by Bank Mandiri KCP Majalaya and Bank Syariah Indonesia (BSI) as samples. Many people know that conventional banks use interest rates which are used as interest and Islamic banks do not use them. This analysis compares the conditions that apply, the Housing Loan process is implemented, the Akad or Initial Requirements, Installment Calculations, and the care of customers who are late paying or paying prematurely. Based on the analysis that has been done, it can be concluded that the comparison of lending to Mandiri Conventional Banks and Murabahah Financing at Indonesian Sharia Banks has many similarities in the procedures and requirements files. It's just that the Akad/agreement aspect has a difference. Conventional Banks fully use the Interest System. Meanwhile, Islamic Banks apply a Murabahah Contract with a profit sharing system from service profits and real transactions.

The Efficacy of Public Order Training in Improving Performance of District Reaction Groups (DRGs) in the Zimbabwe Republic Police, Mutare Central District, Manicaland Province, Zimbabwe

This article sought to assess the role of public order training in improving the performance of the District Reaction Group (DRG), in the Zimbabwe Republic Police Mutare Central District. The study adopted a quantitative approach and used a descriptive survey research design. The study participants were drawn from members of Zimbabwe Republic Police Mutare Central District. A sample size of 280 participants was drawn in which a stratified random sampling technique was used. Data for this study were collected through structured questionnaires. The collected data were analyzed using SPSS version 23.0 and presented in the form of tables and figures. The findings of the study established that public order training had a positive significant influence on Police District Reaction Group public conduct in Mutare District. The study recommended that the Zimbabwe Republic Police should conduct more training on customer care and Human Rights through its Professional Updating Centre (PUC) in order to reduce number of complaints of human rights violations by the public.

The Christ-Centered Company: 37 Biblical Business Habits to Build a Thriving Company That Honors God and Blesses the World

Most working-aged individuals (85%) are employed in for-profit companies. Unfortunately, many Christian business people are tempted to embrace business practices that fail to glorify God. In The Christ Centered Company, Darren Shearer seeks to help Christian business people develop mature companies centered on Christ and His Word. According to Shearer, Christ-centered companies are “value-making, profit-producing, and law-abiding” organizations that spread God’s glory through the practice of 37 Christ-centered business habits (p. 3). The author devotes a chapter to examining each habit. They are categorized according to seven major topics: corporate purpose and culture, marketing and customer care, accounting and accountability, people management, business law and conflict, risk management, and philanthropy.

Nurse-led ultrasound-guided femoral nerve block: A randomised controlled trial of two different patient flow systems in an emergency department

IntroductionElderly with hip fractures present complex challenges. Effective pain management is crucial for recovery and quality of life. However, pain control can be difficult and requires customized care. MethodsWe conducted an unblinded, randomised controlled trial investigating the effects of ultrasound-guided femoral nerve block in patients with hip fracture performed by specially trained nurses (Group Nurse) compared to anaesthesiologists (Group Anaesthesiologist). The hypothesis was that a single shot ultrasound-guided femoral nerve block would result in a total summarized lower dynamic numeric rating scale score for pain intensity during the first 120 min after admission for patients in Group Nurse compared to Group Anaesthesiologist measured in five timepoints. The primary outcome was measured by a cumulative numeric rating scale score for dynamic pain (with flexion of the hip until maximum 30° from bed surface) during the first 120 min after admission to the emergency department. ResultsFrom February 2020 to June 2021, 263 patients were screened, of which 42 (16.0%) consented and were randomly allocated; 21 in each arm. The primary outcome was not different between groups (p = 0.24), and displayed no substantial superiority of specially trained nurses over anaesthesiologist. No complications or adverse effects were observed in either group. The use of systemic analgesics and the development of delirium was similar between the two groups. In the Nurse Group, patients were administered their ultrasound-guided femoral nerve block earlier. ConclusionOur study did not demonstrate a statistically significant beneficial effect of specially trained nurses over anaesthesiologist on cumulative pain in performing ultrasound-guided femoral nerve blocks, while no side-effects/complications or adverse effects were observed in either group. ClinicaltrialThe trial was registered on October 31, 2019 at Clinicaltrials.gov (NCT04145752).

Satisfaction of Customers with Digital Marketing Services

Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers to a company-wide business strategy that includes customer-service and other divisions. This research's major goal is to perform a statistical analysis on customer satisfaction with digital marketing services of sign ware technology. The research may be carried out by soliciting consumer input and comparing the outcomes to the predicted results. By studying and comparing the perception of the customers of sign ware an effective relationship with the customers is observed.

Service quality assessment of orange line metro train, Lahore, Pakistan

Service Quality increases the efficiency and effectiveness of a service leading to achieving the satisfaction of its users. A customer satisfaction score is considered one of the effective tools to achieve efficiency in any service. Service Quality and riders’ satisfaction with public transport is important for social, political, environmental, and economic outcomes. The research aims to assess service quality from the perspective of users of the Orange Line Metro Train OLMT, Lahore. The study was based on two types of surveys one was the observatory and the other was a questionnaire-based survey. The observatory surveys at stations were carried out to note down the status of facilities available. A questionnaire-based survey was conducted from passengers at different OLMT stations. The average ridership of OLMT is approx. 65,000 per month till the first quarter of 2022. The research used random sampling techniques for the selection of users riding from different stations of OLMT. The study used eight service quality variables; i.e. accessibility, safety and security, comfort and cleanliness, customer care, infrastructure, amenities, and fare satisfaction; and environmental conditions. The study concluded that the customer satisfaction score for the OLMT service is 65%. The riders were moderately satisfied with service quality at stations of OLMT. The absence of the park-and-ride facility is one of the most critical and challenging things. The majority of riders highlighted that the behavior of the staff working at stations was not cooperative. Observatory surveys and riders’ perceptions regarding various issues complement each other. The variables that need to be improved are particularly related to accessibility through the provision of park-and-ride facilities, comfort and convenience through the provision of additional facilities at the waiting area of stations. The findings of the study will help authorities and policymakers in improving factors that were identified during the surveys for the improvement of service quality.