Customer Complaint Management Research Articles

A data-driven customer complaint management model for residential building companies

ABSTRACT Many companies in charge of the development and construction of residential building projects do not appropriately manage customer complaint records, especially regarding providing feedback about quality. Data collection and procedures for data analysis are often ineffective, which limits the generation of knowledge. Previous studies on customer complaints have been mostly focused on the analysis of large databases but do not propose overall solutions for managing this type of information, including data collection and analysis. This investigation aims to devise a data-driven customer complaint management model for providing feedback to the design and production phases of residential building projects. This model has a set of protocols for: (i) data collection that can be used for developing digital applications; and (ii) analyzing defect cause–effect relationships, considering the experts’ perspective, by using Directed Acyclic Graph and Bayesian Network. This investigation was conducted in collaboration with a Brazilian residential building company, using Design Science Research as methodological approach. The main outcome of this investigation is a set of data collection and analysis protocols that support the migration from the traditional approach of simply providing repair services during the defect liability period to a data-driven customer complaint management approach that provides feedback to quality management systems. HIGHLIGHTS A customer complaint management model must consider several perspectives; Digital applications must be used to support the implementation of data collection on defects; A complaint management model must deal with the complexity of defect formation. Abbreviations: BN: Bayesian Network; CRM: Customer Relationship Management; DAG: Direct Acyclic Graph; DLP: Defect Liability Period; DSR: Design Science Research; MEP: Mechanical, Electrical, and Plumbing Systems

Customer complaints management in South Africa: A quest for service excellence

Customer complaints management in South Africa: A quest for service excellence

Challenges in promoting accountability and feedback mechanisms through customer complaints in the South African public service

The study examines whether the customer complaints management policy in the Department of Employment and Labour in the Free State province is effectively and efficiently implemented. Skilful and committed policy implementers are required to ensure that policies are implemented successfully. A descriptive qualitative research design was employed in this study using semi-structured online interviews, to gather data from 20 participants who were purposively selected. The major findings of the study reveals that a lack of clarity and accessibility of complaint channels, inadequate training of newly appointed officials in customer complaint management processes, and user-unfriendliness of the complaint processes flow are prohibiting factors of the implementation of the policy. Additionally, there was a lack of effective communication and coordination among both the internal and external stakeholders, and a noticeable absence of consequence management. The study recommend that the Department of Employment and Labour should consider to design a user-friendly customer complaints management processes flow as well as to incorporate customer complaints module during the induction of newly appointed employees.

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

The purpose of the present paper is to summarize the current state of the existing research on the application of Semantic web technologies in supporting customer relationship management. Its achievement includes providing answers to a set of research questions as a result of conducting a systematic literature review. A total of 44 scientific publications are identified as relevant to the topic and included in the review. Information is extracted from the selected literature sources, which is then summarized, systemized and analyzed according to the predefined research questions and finally reported. The conducted systematic literature review determines that the development of Semantic web technologies is provoked interest among researchers, as a result of which the advantages of using them for descriptions useful for various CRM purposes are investigated and practically confirmed. In addition to defining semantic models for descriptions supporting a variety of CRM activities and processes (such as customized products and services; supporting users of CRM systems; integrated offerings across channels; improved and innovative products and services; customer complaint management, etc.), various research works identify new approaches to support CRM, that can be achieved through the application of appropriate Semantic web technologies. The detailed study represented in this paper contributes to familiarization with the existing experience in the application of Semantic web technologies in supporting customer relationship management, as well as facilitates the discovery of trends and directions for future research. This is the reason for the expected interest from scientists whose research area cover the considered and similar fields; software engineers implementing CRM systems; data analysts exploring CRM domain.

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.

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.

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.

Customer complaint management and smart technology adoption by community water systems

Customer complaint management and smart technology adoption by community water systems

Understanding and Managing Customer Complaints

Understanding and Managing Customer Complaints

Desain Aplikasi Pelayanan Keluhan Pelanggan Icon+ Berbasis Mobile Pada PT. Indonesia Comnet Plus SBU Palembang

Along with the increasing number of internet service users at PT Indonesia Comnets Plus (ICON+), the number of customer complaints about the services received also increases. At this time PT. Indonesia Comnets Plus (ICON+) still does not have a system that accommodates customer complaints. Therefore, the author focuses on the purpose of this study to design a Customer Complaint Service Application design for PT. Indonesia Comnet Plus (ICON+) Palembang branch. The customer complaint application at PT Indonesia Comnets Plus (ICON+) is designed using the UML (Unified Modeling Language) tool which is used to describe the system designed and to make it easier to visualize the system designed by the author. This application is designed using Figma to design the user interface. Meanwhile, to design the database design the author uses a sqlite database. The research method applied in this research is the development of the waterfall method which describes a systematic and sequential approach (step by step) in software development. (ICON+). Where customers can submit complaints through this application without having to come directly to the ICON + Office to be more effective and time and cost efficient. As for PT PT Indonesia Comnets Plus (ICON+) this application can provide convenience in managing customer complaints related to services that are being used by PT Indonesia Comnets Plus (ICON+) customers so that they can be handled properly.Keywords : ICON+, Design, Mobile, UML, Waterfall

DEEP LEARNING-BASED CUSTOMER COMPLAINT MANAGEMENT

ABSTRACT In recent years, managing customer complaints poses a problem for companies due to the increasing market and customer base. One of the most effective ways to speed up the handling of complaints is to categorize customer issues and automatically forward complaints to relevant officers or departments. This reduces the response time to complaints and ensures that specific complaints are being handled by the people with the right expertise. Also, the companies can create a strategy exclusively for certain types of problems, which will hasten the problem resolution. In this article, we propose an intelligent customer complaint management system (CCMS) for financial services organizations. We described a pre-processing technique for Turkish agglutinative language using deep learning algorithms and it was not previously considered in the literature. Furthermore, the performance of the algorithm has been significantly increased by choosing the appropriate combinations of pre-processing tasks. The proposed method not only greatly increases text classification’s utility for a broader range of customer complaints, but it also yields improved overall performance, recorded with a 96% accuracy score. The findings of the experiments show that the proposed approach is more effective than the other state-of-the-art strategies.

The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers

Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.

The Social Media Entrepreneurship of Inexperienced People: From the Learning Process Perspective

Myriad people with no prior experience in business and entrepreneurship education are using social media to undertake vlogging, live-streaming, and selling for financial gain. To address the puzzle about how such a large number of inexperienced people learn to become skillful social media entrepreneurs, we conduct an inductive, qualitative study on ‘daigou’ agents: a type of social media entrepreneur, often students, who perform re-selling and personal shopping through social media, such as WeChat and Weibo. First, our findings propose that inexperienced people initially use social media to engage in two forms of vicarious learning (i.e., observational learning and online acquaintanceship learning), which are both rapid and low-cost and also facilitated by general social media affordances (i.e., browsing, communication, networking, and knowledge-gathering). Through vicarious learning, inexperienced people acquire knowledge about contextual social media affordances that enable the conduct of operational tasks (e.g., product selection, advertising, receiving payments, building customer trust, complaint management, and recruitment) and model social media posts that visually illustrate the realization of contextual affordances. Second, our findings also show that social media features offer inexperienced people the capabilities to apply vicariously acquired knowledge in one or more of three forms of application: reproductive, selective, and experimental. Based on these findings, the implications for entrepreneurship studies and policy-makers/managers are discussed.

Return on Investment of Complaint Management: A Review and Research Agenda

This article presents a systematic literature review which synthesises current knowledge to advance a more sophisticated conceptual framework to measure the return on investment (ROI) in complaints management. Literature is examined from searches of ProQuest, EBSCO, Emerald Plus and Google Scholar to create a road map of extant knowledge published from 1987 to 2021 in marketing and consumer related fields. Five themes associated with ROI measurement research are identified across four time periods: Cost reduction, Organisational learning, Reputational effect, Current customer focus and Social benefits. Few studies develop a comprehensive conceptual framework for the calculation of the ROI. The current literature is then extended, with the development of a framework to assist complaint management researchers and practitioners to evaluate Customer Complaint Management practices. The framework also informs the necessary data collection. Finally, new research directions are outlined to guide scholarly enquiry.

Customer Satisfaction and Complaints Management in the Nigerian Telecommunication Industry

This study examined “Customer Satisfaction and Complaints Management in the Telecommunication Industry in Nigeria”. Specifically, it aimed at finding out the extent to which customers are satisfied or dissatisfied with the services provided by mobile telecommunication operators and to find out the level of customer satisfaction with the ways telecommunication firms handle their complaints. To achieve the objectives of the study, five telecommunication firms were chosen. The research instrument (questionnaire) was administered on a total of five hundred (500) randomly selected customers of MTN, GLOBACOM, Airtel, 9mobile, and Multi-links. Data obtained were coded and analyzed using descriptive and inferential statistics such as the frequency tables, One-way Analysis of Variance (ANOVA) and the t-test for the difference between two population means. The sampling technique used in the study was the multistage cluster sampling. The findings from the research revealed that the proportion of customers who are satisfied with the services provided by mobile telecommunication firms is the same as those that are dissatisfied. It was thus recommended that telecommunication service providers should take bold steps to improve on their services in order to enhance customer satisfaction as this is key to achieving growth and profitability.

Influence of Customer Complaint Management on Marketing Performance of Banks

Leveraging the cognitive dissonance and attribution theories, this study examined the influence of customer complaint management on the Marketing performance of banks in Afikpo. Applying marketing performance from the lenses of the customer, 323 bank customers were involved in the study. Copies of questionnaire were used to elicit responses from the customers after a test of reliability and validity on the questionnaire. Collected data were analyzed with SPSS Version 21.0, simple regression analysis. Results indicate that the customer complaint based on management constructs (accessibility, responsiveness, integration) significantly influence marketing performance of bank. The study therefore recommends among others that banks should design complaint management systems that are simple and understandable for customers, while being fair, efficient, and responsive in complaint handling.

Impact of The Establishment of Listening Skills on the Quality Level of Customer Complaints Handling Ability (Case Study in Business Communications Course Students Yogyakarta)

Product or service provided by a customer feedback on a product or service. Of the quality of the product or service used by the customer. More and more complaints given by customers require extra attention for every company that receives complaints to improve in the manufacture of products or services. For this reason, every company must be able to provide satisfaction to its customers by one way of responding and handling customer complaints appropriately and correctly. The methodology used to conduct this research is a quantitative approach to establish a causal relationship between the impact of listening skills on the customer's ability to handle complaints. In this case, it is a student case study. Based on the above Based on the research results, communication is certainly the most important key in building good relationships between individuals. Through oral or written communication, it is hoped that the public can fully understand what is conveyed by the sender of the message. Inevitably, communication is the most important thing in determining customer satisfaction of a company. Customer complaints about the use of a product or service provide feedback on the quality of the product or service used by customers. Therefore, the authors initiated “The Effect of Listening Skills Training on the Quality Level of Customer Complaint Management” and achieved significant results.

Impact of The Establishment of Listening Skills on the Quality Level of Customer Complaints Handling Ability (Case Study in Business Communications Course Students Yogyakarta)

Product or service provided by a customer feedback on a product or service. Of the quality of the product or service used by the customer. More and more complaints given by customers require extra attention for every company that receives complaints to improve in the manufacture of products or services. For this reason, every company must be able to provide satisfaction to its customers by one way of responding and handling customer complaints appropriately and correctly. The methodology used to conduct this research is a quantitative approach to establish a causal relationship between the impact of listening skills on the customer's ability to handle complaints. In this case, it is a student case study. Based on the above Based on the research results, communication is certainly the most important key in building good relationships between individuals. Through oral or written communication, it is hoped that the public can fully understand what is conveyed by the sender of the message. Inevitably, communication is the most important thing in determining customer satisfaction of a company. Customer complaints about the use of a product or service provide feedback on the quality of the product or service used by customers. Therefore, the authors initiated “The Effect of Listening Skills Training on the Quality Level of Customer Complaint Management” and achieved significant results.

Customer Complaint Management and Smart Water Technology Adoption Among Community Water Systems

Customer Complaint Management and Smart Water Technology Adoption Among Community Water Systems

Do they see the signs? Organizational response behavior to customer complaint messages

Companies often view customer complaints as a nuisance, but such complaints can be of high value to firms. Building on signaling theory and the attention-based view of the firm, this study examines organizational response behavior to customer complaint messages that differ in their value signaled to the firm. In a field experiment, we manipulate whether a complaint message contains ideas for product improvement (versus does not), and whether a long-term customer-firm relationship is indicated (versus first-time relationship). Our results show that companies are less likely to respond to complaints that convey improvement ideas and that are voiced by long-term customers. Companies also exhibit longer response times to complaints that signal improvement ideas. Further, the findings reveal that lower response rates to customer complaints are associated with lower levels of customer satisfaction. This research contributes to the literature on customer complaint management and customer integration by providing implications for managers seeking to utilize complaints as a valuable source of ideas for new product development.