Customer Complaints Research Articles

Consumer complaints of consumer financial protection bureau via two-stage residual one-dimensional convolutional neural network (TSR1DCNN)

The Consumer Financial Protection Bureau (CFPB) is a government body responsible for safeguarding consumers from financial fraud and abuse. Managing customer complaints is one of the key tasks undertaken by the CFPB. However, the sheer volume of complaints received can overwhelm the bureau's resources, hindering prompt and efficient resolution. To address this challenge, we propose a novel approach called the Two-Stage Residual One-Dimensional Convolutional Neural Network (TSR1DCNN) to optimize the processing of consumer complaints at the CFPB. In this study, we conducted comprehensive experiments, including Ablation Experiment 1 (AE1) and Ablation Experiment 2 (AE2), to evaluate the effectiveness of our proposed TSR1DCNN model. AE1 involved removing the first Conv1D layer, while AE2 removed the Batch Normalization layer. These experiments allowed us to assess the impact of removing specific components on the overall performance of the model. Furthermore, we compared our TSR1DCNN model with other popular deep learning architectures, including 1DCNN, LSTM, and BLSTM, to provide a comprehensive analysis of our proposed approach. Using a dataset of 555,957 consumer complaints received by the CFPB, we trained and tested the TSR1DCNN model, as well as the ablated versions in AE1 and AE2, alongside the 1DCNN, LSTM, and BLSTM models. The results showed that the TSR1DCNN model achieved an impressive accuracy of 78.07% on the training set and 76.53% on the test set. In comparison, AE1 achieved an accuracy of 69.63% with a loss of 1.1207, while AE2 achieved an accuracy of 71.00% with a loss of 1.0583. The performance of the TSR1DCNN model outperformed the other deep learning architectures, including 1DCNN, LSTM, and BLSTM, indicating its superiority in handling consumer complaints effectively. These results demonstrate the superiority of the TSR1DCNN model over the ablated versions in AE1 and AE2, as well as its superiority over other commonly used deep learning architectures. By incorporating advanced neural network architectures such as 1DCNN, LSTM, and BLSTM, and considering the specific modules where our proposed method operates, we provide a promising solution for enhancing the efficiency and effectiveness of complaint-handling processes in organizations facing a large volume of complaints, such as the CFPB.

Service Recovery via Twitter: An Exploration of Responses to Consumer Complaints*

AbstractThe online response to customer complaints (i.e., service recovery) is a central feature of modern organizations' customer‐focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial performance, we collect organizations' responses to consumer complaints via Twitter and apply Zemke and Schaaf's (1990) traditional service recovery model to explore these. We collected 10,305 tweets that describe the use of Twitter for service recovery by organizations across four industries: airlines, casual dining chain restaurants, hotels, and fast‐food restaurants. The findings show that in our sample, the traditional service recovery model with five service recovery elements (apology, urgent reinstatement, empathy, symbolic atonement, and follow‐up) is implemented to various degrees. Furthermore, we identify three additional service recovery elements not previously discussed by prior research: channel transfer, feedback acknowledgment, and information request. Our findings have research implications and highlight the importance of incorporating online customer complaints into managerial performance systems.

ISO 9001-2015: Compliance Audit of Quality Control Product Procedures

This research discusses compliance audits with the implementation of quality control Standard Operating Procedures based on ISO 9001:2015 at TEC Indonesia Corporation. The purpose of this study was to determine the level of employee compliance with the analysis based on ISO 9001:2015 in the Quality Control Product section. This research uses qualitative descriptive methods, and data collection is carried out through documentation techniques, document inspection, interviews, and direct observation at the research site. The results of this study stated the level of conformity and compliance with TEC Indonesia's quality control products with a percentage of 78.5% and a non-compliance rate of 21.5%. In this study, the author found three procedure discrepancies: the act of allowing the use, release, or acceptance through concessions by relevant parties and, if possible, by customers; the absence of review of discrepancies in products, including customer complaints; corrective actions within the company; and the absence of re-verification regarding the implementation of control documents as a corrective measure against non-conforming products.

Houston, we have a problem!: The use of ChatGPT in responding to customer complaints

This study aims to explore the use of ChatGPT-4 in generating management responses to customer reviews or complaints posted on Tripadvisor. Customer reviews and management responses are viewed as information sources for holidaymakers when they are making their decisions. A negative customer review about a hotel accommodation experience from TripAdvisor together with the response made by hotel management to this review, and the ChatGPT-4 generated management response to the same customer review were evaluated by 40 industry experts based on six dimensions of a service recovery model and three dimensions of justice that are frequently used by researchers. The findings suggest several practical implications mainly that the ChatGPT-4 generated management response satisfies the requirements of an efficient and effective management response. The quality of ChatGPT-4 generated management responses tends to be extremely high and they may be generated within seconds and with little effort. In addition to the several above practical implications, as ChatGPT-4 can measure the severity of service failures based on customer complaints the study has important implications for service failures and recovery literature.

Air Cargo Carrier Selection: The Case of Turkey

In this study, 5 companies operating in Turkey and carrying out the most air cargo shipments in 2021 (Turkish Cargo, MNG Airlines and Transportation, ACT Air Cargo, ULS Airlines Cargo Transportation and Sunexpress Cargo Transportation.) were investigated The aim is to evaluate and analyze them according to different criteria. These are 12 different criteria: Breadth of the network, the productivity of employees, adequacy of equipments, flexibility, undamaged delivery, image, cost, customer information systems, handling customer requests and complaints, special cargo handling capabilities, flight frequency, and punctuality. In the research design, using the Multi Criteria Decision Making (MCDM) method, the opinions of 9 different experienced and active experts in the sector were used to evaluate the relevant criteria. A scale of 1 to 5 was used in the evaluation of the companies, with a value of 5 representing the maximum benefit for this criterion. As a result of the research, it was found that the most significant criteria in selecting air cargo companies are undamaged delivery, costs, and on-time delivery. In addition, (1) image, (2) flexibility, and (3) special cargo handling capabilities are among the results of the research, which are the least significant criteria. Another important result of this research is that Turkish Cargo is ranked first and MNG Airlines and Transportation is ranked second.

The Impact of Service Recovery on Customer Satisfaction at PT Andalas Citra Elektrindo Medan

The goal of service recovery is to address customer complaints, restore customer satisfaction and prevent customer exits. A successful service recovery has a positive impact on the overall satisfaction towards the company which ultimately leads to positive word-of-mouth and repeat purchase behaviour. After the service failure, service recovery should be done by the company in order to avoid the negative impacts of service failure on the customers. The process of service recovery is a part of quality management that intends to maintain business relationships with the customer. The process of service delivery has high chances to fail due to the presence of human element in it especially for company. The purpose of this research is to know whether service recovery has impact on customer satisfaction at PT Andalas Citra Elektrindo Medan. Research design used in this research is descriptive research design and correlational research design. Research methods which used are descriptive statistic analysis, validity and reliability test, normality test, coefficient correlation, coefficient of determinant, simple linear regression analysis and Z testing. The result of this research is the service recovery has impact on customer satisfaction at PT Andalas Citra Elektrindo. From Z test, it can be known that Zcount > Ztable. The coefficient of correlation value is 0.879. There is strong and positive relationship between service recovery and customer satisfaction in PT Andalas Citra Elektrindo. The coefficient of determination value is 77.2%. It means that 77.2% of customer satisfaction can be explained by service recovery in PT Andalas Citra Elektrindo. From result of regression analysis, it can obtain linear regression equation Y = 2.196 + 0.837 X. The increasing of 1 unit of the service recovery can make increasing of 0.837 unit of customer satisfaction. Most of respondent is disagree about the service recovery dimension in PT Andalas Citra Elektrindo. Most of respondent is disagree about the customer satisfaction dimension in PT Andalas Citra Elektrindo.

Strategi Efektif Komunikasi Bisnis Dalam Menangani Keluhan Pelanggan Pada Aplikasi Tiktokshop

It is hoped that this research can identify and examine appropriate procedures in business correspondence that can be used to determine client complaints in the Tiktokshop application. The Tiktokshop application is now one of the most widely used e-commerce platforms between buyers and sellers in today's digital era. However, the problem of customer complaints is also growing as a result of the rapid growth of platform users and transactions. This study uses a subjective examination strategy by leading meetings from top to bottom with various Tiktokshop clients and dissecting information using substance investigation techniques. The results of the examination show that an effective business communication strategy for dealing with customer complaints on the Tiktokshop application consists of several important steps. First, it is important to have a well-trained and responsive customer support team. This team must respond quickly to customer complaints and provide the right solutions. Second, effective communication through the Tiktokshop platform itself is also important. The use of private messages or comments under posts can be used to interact directly with customers and provide real-time problem solutions. When dealing with customer complaints on the Tiktokshop application, an effective business communication strategy includes quick responses, effective cross-platform communication, an empathetic approach, and a long-term relationship building system. This study contributes to understanding the importance of effective business communication in handling customer complaints in the fast-growing e-commerce era.

Improving the Quality of Automotive Components through the Effective Management of Complaints in Industry 4.0

The fundamental problems with component production in the automotive industry are the low quality of the components, the high number of failures, and the subsequent number of complaints. The quality of automotive components is a prerequisite for automated production in a SMART Factory 4.0 in the context of Industry 4.0. Managing complaints is a critical area in the automotive manufacturing industry. The primary goal of this article is to indicate the significance of a CRM system and the importance of complaints management in automotive manufacturing, which improves the quality of the process of producing components while improving the quality of the inputs—the quality of materials, the quality of the human factor, and the quality of the services provided in connection with the components. (1) A Slovak company was selected as the subject of this research, which focuses on the production of automotive parts. (2) The methods of research focused on using economic analysis and instruments of quality management such as the QRQC method, FMEA method, the Ishikawa diagram, and the Pareto analysis and Lorenz curve. This article presents the results of complaints about automotive components: locksets in vehicles. (3) This research shows the basic cause of the problem: a bent pin after riveting in the process of producing the components. In the frame of this research, we suggested corrective measures to eliminate the actual causes of failure in the production of the components. The RPN index reached a level below the limit of 150 (the critical level of the customers’ requirements) after implementing the corrective measures. The total costs of complaints in this year were calculated to be EUR 13.575 and the costs will be reduced gradually after changes are implemented in the production process. (4) A new complaints information system and a new training center are beneficial for solving problems in the production of automotive components. The implementation of a CRM system and other systems are prerequisites for solving customer complaints.

SIMULASI MANAJEMEN RISIKO REPUTASI BANK SYARIAH

Islamic Bank operations meet various risks and one of them is reputation risk. The reputation of Islamic banks can be profitable and harmful. Therefore, Islamic Banks need to mitigate the risks so that this reputation can have a beneficial impact on Islamic banks. This article discusses the meaning of Islamic bank reputation and what factors influence the reputation risk. The reputation of Islamic banks is a collection of images from stakeholders towards Islamic banks. This reputation does not stand alone and is influenced by other things such as liquidity. The reputation risk of Islamic banks is influenced by 5 things, namely the owner's reputation, business ethics, products and business processes, negative publicity, and customer complaints. In order to mitigate this risk, it is necessary to apply an assessment by implementing risk management.

Kontribusi Customer Service Dalam Mengatasi Keluhan Untuk Meningkatkan Kepuasan Nasabah PT. Bank Sumut Syariah Kantor Cabang Medan Katamso

In banking, frontliner officers are required to be able to provide good service and must provide satisfaction for customers. Customer satisfaction is a top priority in this study because currently the level of competition is getting tougher among Islamic banks in Medan Katamso. The main thing that must be done by Bank Sumut Syariah Medan Katamso Branch Office in order to be able to retain loyal customers, the banking sector must be able to provide good service for the problems faced by each of its customers regardless of the customer's social status. The technique used in this research is qualitative by using descriptive analysis. Whereas in this study using the formulation of the problem, among others, how is the contribution of Customer Service in overcoming complaints to increase customer satisfaction at Bank Sumut Syariah Medan Katamso Branch Office? Constraints faced by Customer Service in handling customer complaints? and the purpose of this research is to describe the contribution of Customer Service, besides that the writer also wants to know the obstacles faced by customers and how the solutions provided by Customer Service at Bank Sumut Syariah Medan Katamso Branch Office for the problems faced by customers so that they can make customers stay loyal. While the object of this research is customer complaints. Here the researcher goes directly to the field to conduct observations, interviews and documentation of the data that researchers need to find out how the process of handling customer complaints at Bank Sumut Syariah Medan Katamso Branch Office with the theory in principle is the same, namely the same - the same to solve problems faced by customers. The results in this study indicate that the Bank of North Sumatra Syariah Medan Katamso Branch Office in solving the problems experienced by customers is by using data reduction analysis techniques, presenting data and drawing conclusions and after conducting research the customer service can solve the problem by cross selling to customers, so that customers are clearer about the problems they face and at the same time explain about the products owned by Bank Sumut Syariah Medan Katamso Branch Office.

Customer Complaints in a Dental Department within a Healthcare Center (Dubai)

Customer Complaints in a Dental Department within a Healthcare Center (Dubai)

Strategies Adopted by Commercial Banks to Enhance Customer Retention in Kenya

Customer retention is increasingly being seen as an important managerial issue, especially in the context of a saturated market or lower growth of the number of new customers. The purpose of the study will be to assess the influence of strategic responses by commercial banks on customer retention in Kenya, the case of Kenya Commercial Bank Kisii branches. The data was coded to enable the responses to be grouped into various categories. Data collected in this study was quantitative. The quantitative data was analysed descriptively using Statistical Package for Social Statistics. The findings were presented by the use of frequency distribution tables. The study sought to establish the strategic responses adopted by commercial banks in Kenya to enhance customer retention. The study deduced that the level of service quality in the bank was high. The study established that technology adoption affected customer retention to a moderate extent. To a moderate extent, the bank had adopted new technologies on time, adoption of new technologies had improved the task completion rate among staff, adoption of information technologies had improved the bank’s agency banking management, adoption of information technology had increased the modes of service delivery in the bank and adoption of information technology had improved the portability of the bank’s services internationally. The study further established that product differentiation had been adopted by the banks to a moderate extent. To a moderate extent, the Banks had well-differentiated financial products from other banks; the bank had a well-differentiated market segment from other banks; The Banks had unique financial products for their customers and financial product differentiation has allowed the bank to position itself better on the market. The study concluded that customer relationship management strategy had affected customer retention. Commercial banks had created a platform to manage interactions; the interaction system with customers had improved customer satisfaction levels; the interaction system with customers had reduced the number of customer complaints; and the interaction system with customers had enabled the banks to learn the expectations and needs of its customers. From the findings, it was evident that customer relationship management had affected customer retention; thus, the study recommends that commercial banks should improve customer satisfaction, interaction with customers and systems to know their needs. Technology adoption, commercial banks should adopt new information technologies which would meet customer needs and improve efficiency in the banking industry in Kenya.

Earnings expectations and the quality of financial services

Using complaint data filed by consumers with the Consumer Financial Protection Bureau against financial institutions, we show that banks receive, on average, 13.3% more customer complaints in the quarter immediately after they narrowly beat analysts’ earnings forecasts. The effect is mainly driven by banks’ attempts to reduce their non-interest expenses to beat earnings benchmarks. The relationship is stronger when bank CEOs receive a greater proportion of incentive-based compensation. Overall, our paper demonstrates how capital market incentives exacerbate shareholder–customer conflicts.

NON-REVENUE WATER (NRW) FOR SUSTAINABLE UNIVERSITY CAMPUSES: A REVIEW

Non-revenue water (NRW) is the difference between the supplied and the billed quantity due to apparent and real losses. A higher rate of NRW reflects higher revenue loss to the state. The NRW cannot be totally avoided, thus understanding, and managing its components is very vital. Of late, research on NRW particularly on University Campuses is still an emerging field. Hence, this paper delineates the overview of NRW, a sustainable University Campus, and the benefits of NRW in the University Campus’ sustainability. To do so, an extensive literature review via three main databases (ie., Web of Science, Science Direct, and Scopus) was conducted. From the review, six (6) aspects of NRW (ie., NRW prediction or estimation, the water distribution network, digital tools, NRW management, driver of water losses, and costeffectiveness of NRW) were discussed in the previous study. While, four (4) categories (i.e., water quality, customer complaints, water resources, and impact on service efficiency and financial management) are listed as benefits of NRW through the NRW reduction program in the sustainability of the University Campus. As a result, this paper is able to provide insight to University Stakeholders for the consideration of NRW in managing water management for sustainable campus development.

Implementation of the integrated public service information system application (SIPUT) to improve public service communication in the Loktuan Village, Bontang City

SIPUT is an information system that utilizes information and communication technology to facilitate administrative management at the administrator level. The study aimed to find out the implementation of the SIPUT (Integrated Public Service System) application to improve public services in the Loktuan Village, Bontang City. This research used a descriptive qualitative approach with a purposive sampling technique. The primary data sources used in this study include the head of the Loktuan sub-district head, Mr. Hadi Jumianto and Mrs. Nurliya, and three public service employees or staff who operate the SIPUT application, as well as the surrounding community who often use public services in the Loktuan sub-district, as many as 5 people. Secondary data sources used are written sources. Data analysis using Miles and Huberman. In improving public services, five indicators serve as a benchmark for whether the efforts made can improve public service communication, namely fast service, appropriate service, cheap service, safe service, and fair service. The government can improve digital-based public services by adding additional features such as customer satisfaction levels and complaint telephone numbers if there are things that might harm citizens.

Electronic customer relationship management and customer retention of deposit money banks in Dutsin-Ma, Nigeria

This study investigates the effects of electronic customer relationship management (ECRM) on the customer retention of deposit money banks (DMBs) in Dutsin-Ma, Nigeria, using responses obtained from 380 customers of the three DMBs operating in the study area. The study adopts a cross-sectional survey research design, a structured questionnaire as a means for data collection and multiple regression techniques as the main method of data analysis with the aid of the statistical package for social sciences (SPSS) version 25. Results confirm that ECRM proxies: pre-transaction, at-transaction and customer feedbacks and complaints management (post-transaction) features of ECRM have a significant and positive effect on the customer retention of DMBs in Dutsin-Ma. The study concludes that the adoption of the ECRM framework has contributed immensely to the improvement of customer experience and, consequently, customer retention in the study area. Thus, pre-transaction, during/at transaction and post-transaction features are important to service marketing strategies for retaining customers. The study, therefore, recommends that DMBs in the study area should upgrade their ECRM platforms to further improve customers' seamless experience to increase customer retention. The study also recommends that banks should make their e-banking platforms more secure, user-friendly and faster.

Classification of Unstructured Customer Complaint Text Data for Potential Vehicle Defect Detection

Classification of Unstructured Customer Complaint Text Data for Potential Vehicle Defect Detection

Evaluation of Online Customer Complaints for Hotel Businesses in Terms of Expectation Management and Behavioral Intention

Evaluation of Online Customer Complaints for Hotel Businesses in Terms of Expectation Management and Behavioral Intention

Value of Time Drives Operational Costs of Road Freight Transport Operators (RFTO): A Case Study in Zimbabwe

From a business viewpoint, freight transportation is a necessity in the globalized world we live in. Companies are becoming more dependent on goods from various different locations worldwide and the demand for coordinated transportation is increasing. The aim of the study was to ascertain if Road Freight Transport Sector in Zimbabwe respected the value of time aspect in their operations. Value of time is a sound principle that strategically propels the business into the future. Literature highly recommends the value of time concept for business success as a key to customer satisfaction and an international best practice. This was a quantitative study of the road freight transport sector across Zimbabwe with a population of 1256 registered companies and a randomly picked sample size of 384. A total of 384 questionnaires were distributed and 291 were retrieved, giving a response rate of 75.6%. The study findings indicate that value positively influence firm competitiveness. This implies that travel time and reliability influences company’s reputation, profitability, customer satisfaction and market share. Several empirical studies have reached similar findings (Chi, King-lok, Steven, 2012; Song et al, Gitae, 2017) that value of time has positive impact on firm competitiveness. Study also found that all the registered companies that took part in the research confirmed that the value of time phenomenon was alien to their business practices as they worked on assumptions. They also indicated a loss of business due to customer complaints. The study recommends policy formulation for companies that emphasizes standard operating procedures and good time management for firms to be competitive. The study results and interpretation show that value of time positively influences firm competitiveness. Results imply that if firms in the road freight sector conduct regulars servicing of their fleet, train their employees, plan routes properly, respond to their customers and manage risks there can remain competitive.

Mediation Role of Organizational Culture on Transport Costing

The culture of an organization is influenced as the organization faces and learns how to cope with external and internal encounters. Those principles are maintained as the organization's way of doing business offers an effective adaptation to environmental problems and maintains success. The study sought to ascertain the importance of organizational culture in road freight transport sector in Zimbabwe. The road freight sector has been characterized by unprofessional behaviour and incompetent management. Organizational culture is key to defining the uniqueness of an organization, brand, philosophy, and how it relates to business ethics and all other stakeholders. Globally organizational culture has been given great eminence and priority as strategy followed culture in business performance. This was a quantitative study of road freight transport sector across Zimbabwe with a population of 1256 registered companies and a randomly picked sample size of 384 registered road freight companies out of 1256 companies from which data were collected. A total of 384 questionnaires were distributed and 291 were retrieved giving a response rate of 75.6%. Structured questionnaires were used to collect data. Reliability was checked using Cronbach’s alpha (?). Before conducting structural equation modelling, data were validated using exploratory factor analysis, convergent validity, and discriminant validity. SPSS® version 21 and AMOS® version 21 were used to analyse the data. The findings showed that organizational culture can help to mediate the relationship between transportation costs and firm competitiveness. The findings suggest that organizational culture has a significant impact on the relationship between transportation costs and firm competitiveness. The study also found out that all the registered companies that took part in the research confirmed that the value of time phenomenon was alien to their business organisational culture practices as they worked on assumptions. They also indicated loss of business due to customer complaints. The study recommends policy formulation for companies that emphasizes standard operating procedures and good time management as organisational culture for firms to be competitive.