Customer Complaints Research Articles

An analysis and retrofit of the acoustics at Image Creators Health and Beauty Salon

This paper discusses the analysis and retrofit of the acoustics in a high-volume beauty salon in Severna Park, Md. The major issues in what was intended to be a serene environment are reverberation times of 1–1.68 s in the mid-to upper frequency range and Background noise levels ranging from 73.4 to 64.6 dB in the mid to low frequency range. Employee and customer complaints include ear pain and tinnitus due to prolonged exposure to high background levels, heightened stress, vocal strain, headaches and poor speech intelligibility. Existing analysis and the acoustical retrofit resolution will be demonstrated.

증권회사의 고객민원과 기업가치에 관한 연구

This study analyzes the effect of customer complaints on the securities firm’ value and the value relevance of customer deposits, a common indicator of customer-related intangible assets in securities firm. The analysis results are as follows: Firstly, the analysis of the relationship between customer complaints and firm value showed a statistically significant negative correlation. This suggests that a high level of customer complaints, representing dissatisfaction with customer service, has a negative effect on firm value. Secondly, the customer complaints differentiates the value relevance of customer deposits. Specifically, the value relevance of customer deposits is enhanced where there are many customer complaints. This emphasizes the need to consider not only the direct effect of customer complaints on firm value but also their indirect effect on customer-related intangible assets. This research uniquely estimates the economic meaning of customer complaints on securities firms, examining them empirically, differentiating it from previous studies.

The Application of Six Sigma Framework (Define-Measure-Analyse-Improve-Control) to Improve Product Quality in Water Dispenser Manufacturing Company

This research aims to determine the causes of water dispenser product defects and find the main factors causing defects. This research was conducted in the form of a case study. The data used consists of quantitative data, supported by qualitative data. The analytical method used is Six Sigma, with a focus on the DMAIC method (define, measure, analyze, improve, and control) and sigma values. The population of this research is all water dispenser product equipment. Through observation, interviews and documentation techniques, this research collected data. The data processing method used is DMAIC Six Sigma, with a special focus on the Measure stage. Based on the research results, it was found that the process performance of the water dispenser product was at the level of 4.72 sigma with a DPMO value of 633,732. The most dominant defect occurs in the motor pump. Causes of defects in water dispenser products include human factors (inexperienced operators, errors in reading work instructions, unclear job holders, products not completed on time), materials (parts that do not meet standards, inspection/test equipment that does not function, CBU units that do not conform to standards), methods (products do not meet customer expectations, finished products do not meet standards, inspector operators do not master the use of measuring equipment according to regulations, customer complaints are not handled properly), and environment (hot room conditions, unstable room temperature). The most influential cause and priority for improvement is that customer complaints are not resolved or solutions are sought by the supplier.

Dampak Kebijakan Tarif PDAM Tirtanadi Terhadap Kepuasan Pelanggan

PDAM tariffs and policies have a very important role in maintaining the availability of clean water and quality services for the community. Economically, the tariffs set by PDAM enable the provision of clean water in a sustainable manner with operational finance, infrastructure maintenance, and investment in developing the water distribution network. This research aims to reveal the impact of PDAM Tirtanadi's tariff adjustment policy on customer satisfaction. Adjusting air tariffs is an important step for PDAMs to finance infrastructure maintenance and operations, but this can also have an impact on customer satisfaction. The research method used is qualitative research with a descriptive approach. Qualitative research makes it possible to describe phenomena in depth, including the impact of PDAM Tirtanadi's tariff policy on customer satisfaction. In the descriptive method, the main focus is on a detailed and in-depth description of the observed phenomenon, without carrying out statistical analysis. The data used in this research comes from writings contained in books, scientific journals, previous research and through interviews with customers and related parties of PDAM Tirtanadi Medan Denai Branch during college internships. The results of this research indicate that the tariff adjustment policy creates hopes and concerns among customers, who hope that service quality will increase in line with tariff increases. In addition, this research also identifies factors that influence customer perceptions of tariff policies, including the quality of services provided, transparency in the use of funds, and responsiveness to customer complaints. The implications of this research are the importance of considering customer needs and expectations in designing adequate tariff policies, as well as the importance of transparency and accountability in providing public services such as the provision of drinking water.

Utilising eDNA Methods and Interactive Data Dashboards for Managing Sustainable Drinking Water

Generating rapid, easy-to-interpret community data for drinking reservoirs as a means of tackling water quality management is of increasing demand within the water industry. Taste and odour (T&O) is one of many increasing concerns to water companies worldwide, incurring huge costs as customer complaints accumulate and additional treatment and resource management are required. However, there remains a two-fold issue in addressing T&O management: firstly, predicting the initial onset of a T&O event relies on a highly complex understanding of environmental considerations and their interaction with T&O-related taxa, and secondly, there remains a lag between the notification of a T&O event and the resolution of the issue by reservoir management staff. This is partly due to slow, low-resolution methods of detecting and reliably identifying problem taxa in samples. These methods are unable to provide information on the huge plethora of taxa related to T&O metabolite production and often cannot provide data in a timely enough manner for an opportune management response. This means the water industry is often forced to use a reactive, rather than proactive, approach to water quality monitoring. Here, we present methods for implementing a high-throughput sequencing approach to monitoring drinking reservoirs for water quality and improving the sustainability of water supplies, as well as methods for presenting these data on easy-to-interpret data dashboards that can be updated rapidly as new data are generated. Our methods and dashboarding approaches are currently being trialled and tested within the UK water industry, and so here, we show anonymised examples of those data presentations. We propose that these methods can greatly aid reservoir management teams in their approach to T&O monitoring and can be used to implore more sustainable management pipelines, safeguarding future water sources.

STRATEGI HUMAS PERUMDAM TIRTA KERTA RAHARJA KABUPATEN TANGERANG DALAM MENANGANI KELUHAN PELANGGAN

This research examines the public relations strategy of PERUMDAM TKR Tangerang Regency in handling customer complaints and improving service. A fast and precise strategy is needed to handle customer complaints. The purpose of this research is to find out the strategies used by PERUMDAM TKR Tangerang Regency public relations in handling customer complaints. This research uses a descriptive qualitative approach, meaning it provides a thorough and in-depth explanation of the subject matter discussed. Data shows that public relations must understand their primary role in handling customer complaints. This includes handling customer technical and administrative complaints. A public relations strategy is needed to handle customer complaints more efficiently. The results of this research are 1. Public Relations has strategic stages in handling customer complaints, 2. Public Relations does not only handle complaints, but provides company information to customers via social media, 3. Public Relations carries out good two-way communication, 4. The percentage of PR services increases every year, 5. The obstacle in handling customer complaints is that we cannot directly process complaints that go to the PR department.

Implementation of CRM (Customer Relationship Management) Using Zoho CRM (Case Study: Villa Gangga)

The main objective of initiating a business is to achieve maximum profit. To attain this goal, a company must be capable of utilizing existing technology to compete and cultivate a loyal customer base. Villa Gangga is a family-oriented accommodation business located in the Ababi Village, Abang District, Karangasem Regency, Bali. The business has been running for 15 years, relying on a conventional CRM system that only uses manual record-keeping and workflow design. However, this system is susceptible to human errors and other issues. Therefore, in this study, Customer Relationship Management (CRM) implementation was carried out using the Low Code development platform named Zoho Creator to enhance customer satisfaction by improving the relationship between buyers and sellers and addressing customer complaints. The research results indicate that the CRM implementation at Villa Gangga has enhanced business performance. Consequently, the implementation of CRM using Zoho Creator at Villa Gangga is highly recommended for entrepreneurs in the tourism industry seeking to enhance service quality and customer satisfaction.

An approach to define service strategies: The case of an ecotourism hotel in Mexico

Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127 historical costumers, and 384 questionnaires. Subsequently, a causal diagram was generated in stage II. And finally, the above-mentioned strategies were created. The Causal Diagram clarifies the relationship between customer complaints and company weaknesses.Findings: The goal tree makes it possible to categorize these strategies according to target levels.Research limitations/implications: Costumers' opinions could generate biases in their responses. Future studies must consider other methods, such as Fuzzy Logic to reduce this bias.Practical and social implications: This study approach can be replicated in other industrial sectors and is particularly useful for defining improvement plans related to service quality.Originality/value: The integration of these tools will allow managers to better understand the experiences reported by guests because it allows understanding of the behaviors between the variables that influence the quality of service and the variables under the tangible elements of the service.

ANALISIS KUALITAS PELAYANAN JASA SPA DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN TEORIYA RESHENIYA IZOBREATATLSKIKH ZADATCH (TRIZ) DI ALEENAHOZ BEAUTY JAKARTA

This research is motivated by customer complaints regarding services at AleenaHoz Beauty, a company operating in the Spa sector which exceeds the set standards, namely 3%. The aim of this research is to determine the level of customer satisfaction with the quality of Spa services with attributes that are still less than average. Servqual value which is then given recommendations for improvement using the TRIZ method. This research uses the SERVQUAL and TRIZ methods. The results of the research using the Servqual satisfaction index calculation method were 82,18. The attribute that still needs to be improved in service quality is employee skills in understanding products and menus. The level of quality of service provided is still not in line with consumer satisfaction. Lack of spa services as expected, adequate media and equipment to support operational activities, availability of facilities and infrastructure, both information and physical evidence. Recommendations given using the TRIZ method are prioritized for tasks on the number of inventive principles that have come out more than twice, and obtain "Preliminary Counteraction" by organizing product safety and consumer convenience in making transactions so that changes are visible.

Implementation of Frugal Innovation Approach in Moroccan Industry through the Development of a New Frugal System

To keep pace with economic growth in an environment marked by globalization, competition, and the significant magnitude of market requirements, companies must be dynamic to adapt quickly to new demands. This dynamism must be achieved through frugal projects aimed at achieving better performance with fewer resources. In line with this vision, we have proposed a new frugal innovation approach to develop a new concept of machines to meet the requirements of Smart Automation, which is the main element of the transformation plan defined by our company as a strategy for the coming years. This strategy aligns with the direction set by Morocco for the second generation of the Industrial Acceleration Plan 2021–2025. This work serves to introduce the objectives of the second-generation Industrial Acceleration Plan in Morocco, describe a company transformation strategy with an emphasis on the Smart Automation component and its context, explain frugal innovation applications within our organization and their outcomes, and outline the project and frugal innovation approach perspectives in Morocco. The results demonstrate the effectiveness of the newly proposed and implemented concept of frugal innovation, illustrated in a cost reduction of 59.7% compared with the manual process, of less than 56.3% compared with the existing semi-automatic process, and of less than 36.8% compared with the fully automatic process and in the improvement of quality by a reduction in customer complaints of 72.7% and in the scrap rate percentage of 0.2%. This has been achieved by providing cost-effective solutions in our competitive automotive environment. These results reinforce the importance of the approach in its global application.

Operators Need to Know Nuisance Microorganisms in Water

Understanding how to control microorganisms in source water and during treatment can help operators suppress microbial proliferation in distribution systems and prevent customer complaints.

Analysis of The Influence of Digital Payment Process, Quality of Application, and Online Service on Repurchase Intention of Online Shopping Platform Customers

In order to understand how customer satisfaction is affected by convenience, transaction process, system quality, content reliability, and customer service, as well as how this affects customer complaints and repurchase intentions, these factors will be examined in this study. We employed the descriptive research method in conjunction with conclusive research in this study. For this study, a cross-sectional design was employed. A questionnaire was used in this study's data collection process. Those who have utilized the mobile application and filed complaints with customer support make up the demographic under investigation. With a sample size of 100 participants, judgmental sampling was used in this study. The structural equation model method will be used to examine the data in this study. The data analysis's findings highlight a number of significant conclusions. Firstly, there is no evidence that convenience significantly affects customer happiness. Second, client happiness is greatly enhanced by the transaction procedure. Third, customer satisfaction is positively impacted by system quality as well. Fourth, customer happiness is positively impacted by content reliability as well. Fifth, customer satisfaction is positively impacted by customer service. Sixth, complaints from customers are negatively impacted by consumer satisfaction. Seventh, the propensity to repurchase is positively impacted by customer satisfaction. Eighthly, however, there is a negative correlation between consumer satisfaction and propensity to repurchase. These results, notwithstanding certain discrepancies, imply that factors other than customers' degree of satisfaction might also affect their intention to make another purchase.

Does Perceived of Risks and Benefits Drive Customers’ Intention to Share Information in Social Media? - Moderating Role of Customer Satisfaction

Competition between companies is becoming more focused on the use of digital technology, including in marketing. Therefore, all companies need to understand all the things that can support the success of their marketing strategies, for example, encouraging free-advertising behavior by consumers in various digital media. In particular, this needs to be concerned by BRI (Bank Rakyat Indonesia), which until now is still considered slow in handling cases and customer complaints both offline and online. This study aimed to examine the influence of BRI customers’ perceived of risks and benefits on their intention to share information on social media, as well as the role of their satisfaction in this relationship. This study used a quantitative approach with a positivism paradigm. The data used was 262 data collected from BRI customers from May to August 2023 through an online survey mechanism. The data that has been collected was then analyzed using a moderation model path analysis involving control variables (age group, gender and educational level). Data analysis carried out using the SmartPLS program showed that: a) perceived of risks had a significant and negative effect towards intention to share information, both in the first and second models; b) perceived of benefits had a significant and positive effect towards intention to share information, both in the first and second models, and; c) customer satisfaction was not proven to play a moderating role in the relationship between perceived of risks and benefits toward intention to share information, both in the first and second models.

Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews

Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews

Pengaruh Penanganan Komplain terhadap Kepuasan Nasabah pada Baitulmaal Muamalat Medan

This study aims to analyze the effect of complaint handling on customer satisfaction at Baitulmaal Muamalat Medan. Customer satisfaction is an important indicator in evaluating the quality of banking services and can affect customer loyalty and retention. Effective handling of customer complaints is a key factor in increasing customer satisfaction. This research uses a survey method by distributing questionnaires to Baitulmaal Muamalat Medan customers. The research sample consisted of 200 randomly selected customers. The collected data were analyzed using multiple linear regression techniques to test the relationship between complaint handling and customer satisfaction. In addition, descriptive statistical analysis was also carried out to analyze the characteristics of respondents. The results showed that complaint handling has a significant positive influence on customer satisfaction at Baitulmaal Muamalat Medan. This finding shows the importance of implementing effective complaint handling practices in Islamic financial institutions. Customers who are satisfied with the complaint handling provided have a tendency to remain loyal customers.

Peran Unit Billing And Payment Collection Dalam Melakukan Penagihan Piutang Indihome

Billing and Payment Collection plays an important role at PT. Telekomunikasi Indonesia. This unit is tasked with collecting and handling receivables collection and cash receipts from Indihome customers. The unit's role is to communicate with customers to remind them of their obligations in paying bills for the current month and arrears that are due. This research uses qualitative methods with primary data types. The research results show that the role of the unit greatly influences Telkom's cash income. Telekomunikasi Indonesia, Tbk. However, there are problems faced by both customers and companies, such as network damage, errors in inputting customer data and so on. Therefore, Billing and Payment Collection should provide the right information to customers and must adjust the incoming information in accordance with applicable policies at Telkom so that there are no misunderstandings between marketing and billing, and reduce the level of customer complaints.

Airline Social Media Recovery Satisfaction: Has COVID Changed Everything?

This study deals with airlines’ handling of customer complaints pre- and post-Covid 19. Authors extracted airlines’ responses regarding redress, timeliness, apology, credibility, facilitation, and attentiveness and analyzed them pre- and post-pandemic. The results indicate the differential impacts of organizational responses on recovery satisfaction pre- and post-pandemic. Attentiveness (timeliness) had a significant role only pre- (post-) pandemic. Redress, credibility and facilitation remained crucial in both scenarios. Further, pre-pandemic results showed that the impact of organizational responses (credibility, timeliness, and facilitation) on recovery satisfaction was greater for failures associated with core rather than augmented elements of airline service. In the post-pandemic scenario, the impact of organizational responses on consumers’ recovery satisfaction was the same for both categories of service failures. Thus, post-pandemic, airlines may emphasize redress, credibility, timeliness, and facilitation responses in their social media posts for both service failure types.

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

Peningkatan Kualitas Layanan untuk Meningkatkan Minat Konsumen di Rest Area KM 49A Tol Bakauheni Palembang

This research aims to evaluate the quality of service at Rest Area 49A Bakauheni Palembang Toll Road and analyze the efforts made by the Rest Area owner to improve service quality, with the hope of stimulating consumer interest in stopping by. The research method applied is qualitative with an interview approach. The theoretical basis used includes aspects of marketing management, service quality, and interest in visiting rest areas. The research results show that the quality of service at Rest Area 49A includes extensive facilities, such as parking lots, worship facilities, and clean and comfortable food stalls. The services provided by employees include quick response to customer complaints, attention to customer needs, as well as friendly, polite, and polite service. In terms of security guarantees, the Rest Area protects its visitors. Rest Area owners make various efforts to improve service quality, including increasing security, increasing comfort, and improving facilities to ensure customer satisfaction.

Pelayanan Air Bersih oleh Badan Pengelolaan Air Bersih Nagari (BPABN) di Nagari Lansek Kadok Kabupaten Pasaman

This research is motivated by the lack of optimal implementation of public services, especially clean water services carried out by the Nagari Lansek Kadok Clean Water Management Agency (BPABN) in Nagari Lansek Kadok, Pasaman Regency because there are still customers who complain about the services provided by BPABN. This type of research is qualitative with descriptive methods. The selection of informants was carried out using a purposive sampling technique. The types of data are primary data and secondary data collected through observation, interviews, and documentation studies. Meanwhile, data validity testing was carried out using source triangulation techniques. Then the data is analyzed by means of data reduction, data analysis, and drawing conclusions or verification. Based on the research results, shows that the implementation of public services provided by the Nagari Lansek Kadok Clean Water Management Agency in Nagari Lansek Kadok, Pasaman Regency is still not optimal, because there are still customers who complain about the management's slowness in responding to customer complaints. The quality and quantity of BPABN managers in implementing public services are inadequate, as well as inadequate physical service facilities owned by BPABN.