Customer Complaints Research Articles

SISTEM INFORMASI MANAJEMEN KELUHAN PELANGGAN BERBASIS WEB (PT. Semen Baturaja Tbk Palembang)

Customer complaints service is one of the spearheads of increasing customer satisfaction. The intended customer is the employee of the company itself. Coordinated and complete customer complaint handling can provide a positive image of the company / organization. Complete and effective services need to be supported by a coordinated system and cover an entire service cycle that begins with making a complaint, receiving a complaint, updating the complaint status or recapitulation of incoming complaints as a reference for management to assess which domains the customer complains about. This customer complaints management information system is designed to help PT. Semen Baturaja Tbk Palembang to manage and monitor customer complaints. This system focuses on the delivery of complaints from customers based on the type of complaint submitted. Incoming complaints are recorded and then delegated to related parties, as well as monitored the settlement status of the complaint. In this system can also manage customer registrants and company employees to be able to submit complaints and any process in changing the status of complaints or employee data and customer data stored in the report. This system can help management to improve the quality of service, so as to increase customer satisfaction. The method of making the system include system analysis in the form of Flow Chart, system design in the form of Context Diagram, DFD, Use Case Diagram and Activity Diagram The result of the system is applied into web design using PHP programming language and database management using MySQl with Apache web server.

Evolutionary Game Analysis of Cross-Border E-Commerce Logistics Alliance Subject Considering Supply Chain Disruption Risk

Due to the quick rise in cross-border e-commerce and the expansion of global economic integration, cross-border e-commerce logistics alliances now present new opportunities and potential. Simultaneously, research on risk concerns in cross-border e-commerce in the modern era has drawn interest. This paper considers the special scenario of cross-border e-commerce supply chain disruptions, analyzes the main decision-making behaviors of key entities in the cross-border e-commerce logistics alliance under normal and risk scenarios, and based on this, constructs a tripartite evolutionary game model among cross-border e-commerce platforms, logistics service providers, and overseas merchants. The article analyzes the evolutionary stability of strategy choices for all participants, discusses the impact of various elements on the strategy choices of the three parties, and conducts a simulation analysis of the dynamic game of strategy choices for the three parties under the influence of different parameters using MATLAB 2021a software. The findings of the study demonstrate the following: (1) The reduction in the allocation coefficient for additional total costs of logistics service providers, the increase in the overall losses of the alliance due to customer complaints, and the increase in compensation rulings by the platform for supply chain risks faced by merchants will all encourage logistics service providers to actively pursue service innovation strategies and prompt overseas merchants to actively participate in alliance cooperation. However, an increase in overall risk costs and an increase in opportunity costs for merchants will raise the costs of tripartite alliance cooperation, thus hindering cross-border e-commerce logistics alliance collaboration. At the same time, when logistics service providers receive punishment from the platform and face potentially increased losses due to complaints, this will not only enhance the platform’s control over logistics service providers but also reduce the enthusiasm of logistics service providers to pursue service innovation strategies. (2) As the main body of the alliance, cross-border e-commerce platforms should coordinate the participants, constrain the behaviors of the participating entities within the alliance through setting reasonable reward and punishment mechanisms, and ensure the comprehensive benefits of the cross-border e-commerce logistics alliance through the combined effect of different exogenous variables. Finally, through the analysis, verification, and explanation of the established model and methods, the effectiveness and applicability of the model and methods are confirmed, providing certain strategic support and a development reference for actively establishing cross-border e-commerce logistics alliances to promote cross-border e-commerce trade.

The Art of Complaints: Analysing Complaints Management from a Social Media Banking Account

Banking institutions’ handling of complaints in today’s context has become one of the most highlighted areas in customer service. Customer complaints are the basis of any organisation, and an organisation’s ability to handle its customers reflects the competitive spirit in the business area. The resolution quality is what makes an organisation different from the others. Every business entity has now used an advanced tool to create customer satisfaction, and social media is a tool that has become familiar and popular among the public. Considering these phenomena, the banking industry has adopted social media to communicate with its customers. Subsequently, there are thousands of complaints posted through the social media platform and viral issues in social media could damage the organisation, affecting the profit made. While a happy customer could spread the information to 10 people, an unhappy customer could spread that issue to thousands of people on social media in a matter of seconds. Thus, the banking institution must strategize its standard of procedure in handling complaints so it would be beneficial instead of damaging. The present paper will analyse the types of complaints made by customers through the banking social media platform and the type of resolution the institution gave to rectify and solve the complaints. Findings showed that the highest type of customer complaint would be related to a banking service issue, followed by delayed service, general information, and issues on a social media campaign. In contrast, the most used type of resolution would focus more on explaining the predicaments, followed by resolution quality, being courteous, apology and accessibility.

The Effect of Digital Marketing and Customer Satisfaction on Company Image And Its Impact on Customer Loyalty Local Water Supply Utility (PDAM) Semarang Regency

Water, as a vital element needed by all living entities, including humans, is an irreplaceable staple in today's global ecosystem. Its presence has a crucial role in maintaining human survival. As a result, the responsibility for overall water management falls on the government as the main regulator in this regard. The basis for this research is due to the research gap and to strengthen theories about digital marketing on customer satisfaction and digital marketing and customer satisfaction on company image. The research method used is "explanatory research" which highlights the influence between research factors through hypothesis testing. Researchers distributed 180 questionnaires to 180 respondents from the draw. One hundred and thirty questionnaires were then examined for completeness until it showed that only 151 questionnaires had data suitable for use for research. The results showed that by increasing PDAM customer loyalty, an appropriate marketing method is needed using digital marketing methods. Customer loyalty is built on two variables, namely customer satisfaction and company image. The increasing number of customer complaints shows a decrease in the level of customer satisfaction of PDAM Semarang Regency. Efforts to reduce customer complaints are carried out through communication with customers.

Service failure monitoring via multivariate multiple linear regression profile schemes with dimensionality reduction

Service failures can be manifested through customer complaints in the form of negative reviews. It is vital for businesses to monitor the occurrence and severity of customer complaints to help balance service failure responses and costs. Existing monitoring schemes can detect complaint anomalies but fail to explain the reasons for these anomalies. We propose new multivariate multiple linear regression profile (MMLRP) based schemes to monitor the relationship between customer complaints and identified explanatory variables. Conventional MMLRP-based schemes suffer performance loss with more than five explanatory variables, and the fixed parameters drawn from a historical process are unsuitable for a changing review-generation process. As such, we apply dimensionality reduction techniques to the explanatory variables and incorporate the variability in new review samples. We use both simulation analysis and an airline service case study to show the effectiveness of our proposed MMLRP-based schemes in customer complaint anomaly detection and diagnosis.

Disabled people’s accessible taxi experiences in Toronto, Canada

Many paratransit agencies contract out trips to accessible taxi services. The literature has identified an array of transport barriers facing disabled people, and offers useful insights into how they experience different transport modes. However, remarkably little attention has been given to understanding how disabled people experience accessible taxi trips. In this paper, we present findings from a study focused on understanding how disabled people experience accessible taxi services in Toronto, Canada. Findings emerged from a thematic analysis of 590 customer complaint reports and 494 driver-reported incident reports that were provided by a local accessible taxi brokerage. To question the embodied experiences of disabled people during accessible taxi trips, we employed a critical disability studies perspective informed by phenomenological and critical ableist studies. Findings underscore the temporal experiences of disability, while highlighting ableist aspects of accessible taxi services that are contributing to various barriers for disabled riders relating to service quality issues, safety concerns, and inflexible taxi service policies. In this paper, we call for enhanced disability-related training for drivers, flexible accessible taxi policies that better account for the needs of disabled riders, improved communication protocols, and greater engagement with disabled people when developing new policies and operational changes.

Relationship between BCA TBK KCP Tidar Surabaya Customer Service Communication Style and Customer Service Satisfaction

This research is a study that examines the influence of the communication style of BCA customer service Tidar sub-branch offices on the level of customer satisfaction. research uses quantitative methods, quantitative methods are defined as research methods used to examine certain populations or samples, data collection uses research instruments, data analysis is quantitative statistics, with the aim of testing the hypotheses that have been set. This study collected data by filling out the Google form technique. In providing satisfaction to BCA customers, customer service is the spearhead in serving customer complaints. Communication between customer service and customers is one of the important factors that can influence a customer's assessment of BCA. Interpersonal communication is one of the customer service efforts to achieve customer satisfaction. The results of this study indicate that there is a relationship between the two variables which is considered very strong, the conclusion is based on the correlation table used as an indicator of the strength and weakness between the two variables. It can also be concluded that the hypothesis is accepted, namely that there is a significant influence of the communication style of BCA Tbk customer service at the Tidar Surabaya Sub-Branch Office on the level of customer service satisfaction.

Development of SCOR Database for Digitalisation of Supply Chain Customer Feedback Analysis

High-level customer service, with improved quality at a lower cost, is imperative in today's global supply chain, where customers have myriad options across borders. This is in line with the primary objective of supply chain management, which is to enable and deliver high-level customer service with lower costs, reduce lead time, and improve the quality of products/services. The Supply Chain Operations Reference (SCOR) model based on KPI metrics enables an increase in the quality of products/services by monitoring and digitalising involved processes. The current paper suggests the structure of the SCOR database for Supply Chain process improvement by applying the best practices of the SCOR for Business Processes improvement. We recommend the Bayesian Belief Network (BBN) and Case-Based Reasoning (CBR) methods to estimate the influence of these improvements on Supply Chain efficiency through key performance indicators before implementation. Integrating the methods proposed in this article focuses on an approach that minimises supply chain failures, decreases failure elimination time, understands consumer needs, and offers more accurate price proposals and lead times to improve customer satisfaction. Accordingly, the integrated SCOR-based Business Process Modelling (BPM) was not previously combined with BBN to identify the most efficient ways to improve the reliability of a Supply Chain by applying best practices, which impacts the entire supply chain. Our research is limited to SME companies in electronics manufacturing, but our ambition is to develop a universal framework suitable for broader areas. The study aims to analyse how the customers see the company by combining the CDA (Customer Delivery Accuracy) and Customer Complaints measures and find the optimal way to improve business processes by applying best practices. Still, it is limited to SCOR reliability performance metrics.

Leveraging Artificial Intelligence for Enhanced Customer Complaint Management in Healthcare

Abstract: In the dynamic landscape of customer complaint management, Artificial Intelligence (AI) emerges as a transformative force, particularly within the intricate realm of healthcare. This paper offers a comprehensive review of the recent advancements in AI-powered complaint management systems, drawing from an array of studies that highlight the potential benefits and challenges inherent to these systems. A focal point of this review is the exploration of various AI techniques, including Natural Language Processing and Machine Learning, and their respective applications in deciphering, categorizing, and addressing complaints. Further enriching the discussion, a case study is presented, underscoring the practical implications and measurable advantages of AI integration in real-world scenarios. The paper also delves into the ethical considerations and future directions of AI in this domain. In synthesizing these insights, the review underscores the pivotal role of AI in enhancing customer satisfaction, operational efficiency, and proactive service improvement in healthcare complaint management.

Penilaian Kinerja dan Peningkatan Kinerja Mengggunakan Metode Balanced Scorecard (BSC) dan Quality Functions Deployment (QFD) Di PT. Laksana Anda Jaya

PT. Laksana Anda Jaya is a company that operates in the field of providing products and services. Based on the results of observations made by researchers, that the company experienced a decline in revenue, the results in this study using the Balanced Scorecard obtained 4 perspectives, namely. From a financial perspective, looking at Retrun on Capital Employed (ROCE), it is known that during 2021 to 2022 there has been an increase with a target value of 19%, while Retrun On Investment is known to have decreased by 3% during 2021 to 2022, while for operating costs the target achieved has increased by value of 149% in 2021 to 2022, customer perspective as a result of distributing questionnaires which resulted in a customer satisfaction level of 15% with products/services, internal business perspective with innovation processes and after-sales services provided by the company PT. Laksana Anda Jaya at 3.53% and after sales with a target value of 2.95% and operations processes with a target value of 3.57, a learning and growth perspective provides a target value of 20% and employee retention with a target value of 100%. Meanwhile, for the Quality Function Deployment approach, there are several suggestions for improvements that PT needs to improve. Anda Jaya's implementation in the results of these improvement proposals is that there are 6 proposals that need to be prioritized, namely, creating a marketing division (Marketing), building intense relationships with customers, building working relationships with customers, improving performance and providing guarantees, providing a suggestion box and a means for customer complaints and improve the quality of raw materials.

Dealing with Service Failures and Complaints on Social Media: The Role of Online Social Support in China

In China, social media has altered how clients and businesses talk about poor service. Customers now use social media to voice their complaints and disappointment when service faults occur. This study aims to examine the impact of online social support on customer complaint intentions on social media, as well as discuss the role of personality traits, particularly proactive personality, as a boundary condition in this relationship. In 2023, a survey of 348 college students was conducted and analyzed using hierarchical regression and confirmatory factor analysis, correlation analysis, mediating analysis, as well as moderating analysis. The results revealed that online information support and emotional support had a positive impact on customers’ continued complaint intentions on social media. This study suggests that the complex nature of customer complaints on social media requires a creative management strategy, with possible implications for use in social service agencies. Moreover, these research findings indicate the relationship between information support, emotional support, and customer continued complaint intentions on social media. This study recommends that future research could include more study samples to attain better results to see if these results would also apply directly to the social service area.

Tech-Business Analytics in Secondary Industry Sector

Purpose: Businesses in all sectors, including the secondary industry, will turn to tech-business analytics as a crucial tool. Tech-Business Analytics' role in the secondary industrial sector is to support companies in making data-driven decisions that optimize their operations, boost productivity, and boost profitability. Businesses may optimize their supply chains by accessing data on suppliers, inventories, logistics, and other aspects to spot inefficiencies and areas for improvement. Organizations can use this information to reduce downtime and boost production to schedule maintenance in advance and predict when machinery and equipment will likely break. Examining data on product flaws, customer complaints, and other aspects can help firms improve their quality control systems by identifying root causes and implementing corrective measures. Studying data on consumer behaviour, industry trends, and other factors can help organizations optimize their sales and marketing activities and find chances for expansion and higher profitability. Design/Methodology/Approach: Businesses can use several processes in the tech-business analytics methodology to help them make decisions based on data in the secondary industry sector. This secondary industry sector can entail enhancing the effectiveness of the supply chain or decreasing equipment downtime. After identifying the issue, the necessary data must be gathered and prepared. Once the data is collected, it must be analyzed using statistical models and other analytical methods. This collected data might entail looking for relationships between multiple variables, spotting trends in consumer behaviour, or predicting outcomes using predictive models. Findings/Result: It is described in the article how tech-business analytics in the secondary industrial sector will have managed the growth itself from its inception to the present. The Tech-Business Analytics technique in the secondary industry sector offers a structured approach to problem-solving using data analysis to assist in better decision-making and improve business outcomes. Originality/Value: Exploring the evolutionary path of business analytics transforms into the advanced realm of technology-driven business analytics within the secondary industry sector. A generic architecture also examines 130 recently published Tech Business Analytics in Secondary Industry sector research projects for technical purposes. Tech-Business Analytics is a new field that applies ICCT-underpinning technologies in Tech-Business Analytics (TBA). TBA is intended to provide businesses with unprecedented opportunities for growth and innovation in secondary industry sectors. Paper Type: Exploratory research.

Organizational Communication Strategy of Menantea Purwokerto in Handling Customer Complaints Through Digital Media

Menantea Purwokerto uses Instagram to promote its products and engage with its followers. Although Menantea Purwokerto has been successful in utilizing digital media to increase its sales potential, it has been noted that since the opening of Menantea Purwokerto on 5 February 2022, there have been customer complaints that can have a negative impact on Menantea Purwokerto. This study aims to analyze and describe how Menantea Purwokerto's organizational communication strategy handles customer complaints via digital media, what obstacles are encountered when implementing organizational communication, and how solutions are devised to overcome the obstacles encountered. This study employs a qualitative descriptive approach, with data collected via observation, interviews, documentation studies, and literature reviews. The research shows two types of complaints made by customers via digital media: Gofood, Grabfood, Shopeefood, and Menantea Customer Service at 0812-8415xxxx. Menantea Purwokerto encountered internal obstacles such as the distance between the owner and employees, obstacles to individual employee behavior, and external obstacles such as difficulties in handling incoming complaints via Gofood, Grabfood, and Shopeefood when implementing organizational communication. The Menantea Purwokerto conducts an organizational communication audit to address complaints and obstacles in the implementation of organizational communication. For handling complaints and obstacles between Menantea and customers, the Menantea Purwokerto employs a top-down internal communication strategy as well as an external communication strategy.

Aldous Glare Trade & Exports: The Dilemma of Establishing an Assessment Centre

Aldous Glare Trade & Exports (AGTE) operates as a B2B technology reseller, offering computers, laptops, accessories, mobile phones and smart TVs. Founded in 1995 in Kochi, India, AGTE started with three members and with a capital of USD 4,000. Over time, it gained recognition, establishing sister concerns: ITnet and Alps Distributors for B2C goods and high-end computer sales. With a four-layered structure—CEO, functional heads, and senior and junior executives—AGTE employed 60 people. The HR manager handled human resources (HR) for AGTE, ITnet and Alps Distributors. It expanded with sales offices in Bengaluru, Thiruvananthapuram, and Kochi. By 2016, AGTE achieved USD 27 million turnover. In 2018, AGTE adopted an automated customer relationship management (CRM) system, though employee familiarity was incomplete. Customer complaints surged in April–December 2018, citing delivery and helpline issues. Directors set a USD 100 million turnover by 2025, allocating USD 300,000 for an assessment centre managed by the Chief Operating Officer Mohan Joseph. It aimed to curb the attrition of senior staff members and enhance CRM proficiency and sales certifications. AGTE aimed to transition from ad hoc training to structured recruitment training, overseen by Mohan Joseph and HR Manager Charles D’Souza. Challenges included seamless integration, past issue resolution and attrition management of senior staff members, balancing established practices with innovative strategies aligned with AGTE’s mission.

Unpacking the Art of Customer Complaint Handling in Spanish and British Telecom Emails: A Cross-Cultural Webcare Study With a Human Touch

In spite of the rise of new media in a B2C context, companies still prefer to handle complaints privately. As such, many complaints are handled via email resulting in a professional communication genre of its own. In this study we performed a cross-cultural genre analysis to understand the specific discourse structure of the moves within response mails to complaints, on the one hand, and the importance of the communicative function of Conversational Human Voice within this genre, on the other. With this aim, we collected authentic organizational email replies to complaints from telecom companies active in the UK and Spain (36 and 44 emails respectively). The results indicate that the British and Spanish data sets show a similar discourse structure in terms of move frequency. The submoves that are prototypical for all data sets are Greeting, Explanation, Conclusion, and the closing submoves Sign-off and Signature. The data sets differ mainly in their frequency for the interpersonal submoves Empathy, Gratitude, and Apology, which are more prevalent in the English corpus, and the more business-oriented moves, such as Contact reason, Marketing, and Future contact, which are mainly present in the Spanish corpus. This suggests that organizational email replies to complaints are a rather conventionalized genre, with some linguacultures putting more effort in company-customer interactions by using more interpersonal submoves. Regarding the cross-cultural analysis of the expression of Conversational Human Voice we observed an influence of the respective linguacultures in the sense that the Spanish data are less personal and less invitational than the English mails, although they present more empathetic intensifiers. Furthermore, both data sets show only a limited extent of informal language. We evaluate these findings in the light of previous work.

Implementasi Sistem Layanan Dukungan dan Pengaduan Pelanggan pada Produk Justmine Beauty Berbasis Mobile

Justmine Beauty is a series of daily skin care products that can overcome all skin types, natural ingredients taken from water can provide nutrition and nourish facial skin, then specially formulated and dermatologically tested which has halal certification and BPOM so that it is suitable for skin problems and accompany activities, keep facial skin healty with Justmine Beauty. Generally, customers conduct consultations only using WhatsApp or other social media where later this consultation history is also lost because it is not saved. Customer complaints contained in the brans mostly contain complaints of damageto the product. The author’s foal for making this research reportis to implement a customer support and complaint service system for Justmine Beauty products. Based on the result of the application that has been built, researchers can display consultation and complaint services so that users can consult and make mobile-based complaints.

GAMBARAN EFEKTIFITAS PENERAPAN 5 STANDAR OPERASIONAL PROSEDUR (SOP) PELANGGAN DI PBF BINA PRIMA SEJATI JAKARTA BARAT

The CDOB guidelines state that in implementing CDOB, one must have an SOP. SOP formulation as a benchmark in assessing the effectiveness and efficiency of agency performance in implementing its work program. The principle of preparing SOPs must also be oriented to the parties served so that they can provide satisfaction to users. It is important for PBF to pay attention to the quality of services provided to pharmacies because it can lead to satisfaction and a positive attitude from customers. The purpose of this study was to determine the effectiveness of implementing 5 customer SOPs at PBF Bina Prima Sejati. The method used in this research is descriptive method with observation. The results of the study showed that the results of the SOP for distributing drugs to new pharmacies were 93.65% carried out by officers; SOP for handling customer complaints has only been implemented 43.81%; SOP for handling counterfeit and suspected counterfeit drugs has only been implemented 80.47%; The SOP for handling new returned drugs was 98.64% carried out by officers and the SOP for handling new recalled drugs was 89.68% carried out by officers. Overall 5 SOPs related to new customers 81.25% are carried out by officers. If it is seen that the effective implementation of the SOP must be 100%, then the implementation of the 5 customer SOPs is not effectively carried out by officers.

ANALISIS PENGENDALIAN KUALITAS HASIL PRODUK CETAK KEMASAN DENGAN METODE SIX SIGMA PADA INDUSTRI PERCETAKAN

Maintaining high quality is crucial for any company that produces goods. PT. Dharma Anugerah Indah specializes in printing and packaging, but customers have been complaining about the quality of their products in 2022. Specifically, there were many defects in the packaging, particularly problems with the color. These defects have caused a decrease in customer trust and could harm the company's reputation. This study aims to identify the problems causing the defects that are triggering customer complaints. To analyze the defects, we used the Six Sigma method with the DMAIC cycle and the FMEA method. In the define phase, we found that the most significant problems were related to color, bad printing, and bad glueing. These issues were mainly caused by operator negligence, frequent machine trouble, poor materials, and inadequate environmental conditions. However, our Six Sigma calculations show that the Sigma levels were good, ranging from 4.2 to 4.24. We also used the FMEA method to prioritize the failure modes and determine proposed improvements. Based on the proposed improvements, we recommend scheduling work training, monitoring employee performance, maintaining production machines, and increasing awareness of the work environment to improve production quality.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN ”LNY SKINCARE”

The emergence of consumer dissatisfaction is indicated by customer complaints after having beauty treatments at "LNY Skincare". The purpose of this study is to determine the effect of service quality and price on Leny Skincare customer loyalty. The method used in this research is a quantitative method. The population in this study are "LNY Skincare Citra Raya" customers who perform maintenance, totalling 120 consumers, then the sample in this study is determined using the Slovin formula with a total of 92 respondents. The data collection technique used is the questionnaire method at the beauty clinic "LNY Skincare Citra Raya". Methods of data analysis using descriptive analysis namely validity test, reliability test, classical assumption test, correlation test, coefficient of determination test, regression test, and hypothesis test using SPSS version 29.0. The results of the correlation test of service quality and price on customer loyalty obtained 0.858, which means a very strong relationship simultaneously. Based on the results of the coefficient of determination of service quality and price on customer loyalty, an R2 value of 0.737 means that the coefficient of determination of service quality and price variables simultaneously influences customer loyalty by 73.7%. Based on the results of the t-test, it can be concluded that service quality and price have a partial effect on customer loyalty. Then from the results of the F test, it can be concluded that there is a significant simultaneous effect between service quality and price variables on customer loyalty.

The Impact of Social Media Marketing on Small and Medium Scale businesses: A case study of laundry businesses in Port Harcourt, Rivers State, Nigeria

The research on the importance of Social Media Marketing in small and medium-sized laundry companies in Port Harcourt was conducted to find out how profit, customer base, and customer complaints are impacted by social media marketing. The study used purposive sampling technique, and survey approach through questionnaires to generate primary data from the 198 respondents. The study found that there is a positive and significant relationship between profitability, customer base, and customer complaints resolution. This implies that with consistent and improved social media marketing by the SMEs in the laundry business, their profits and customer base will improve. The study concluded that SMEs could benefit from SMM. It is recommended that SMEs should improve their social media marketing using various methods as this will increase their customer base, profitability, and faster customer complaints resolution.