Customer Convenience Research Articles

Exploring Factors Influencing Customers Decision Making towards Online Grocery Retail Services in Kolkata

Online grocery retail services are a new trend in Indian urban cities. The two large players namely Grofersand Big Basket attracting customers. The study is an attempt to understand the changing scenario in grocery retail sector. The prime objective of the study is to explore the factors that are attracting customers to choose e retail for Groceries. The data was collected through questionnaire from 100 respondents. Factor analysis (Principle Component Analysis method) was used to explore the influencing factors. These results have shown that mainly customer service, convenience, loyalty rewards, product vailability and payment options are attracting the customers to choose Grophers and Big Basket. These companies have a huge untapped markets and will easily convert the habits of customers in Urban areas.

Improving order processes with information technology: McDonald’s case

This case is designed to explore the impact of information technology on business processes. The case starts with a description of a customer’s new technology experience at a McDonald’s restaurant. McDonald’s introduced multiple technologies in recent years as part of its strategic growth plan. The fast-food company is improving its business processes, mainly the order process, with new technologies to provide customer convenience. Such changes are critical to staying successful in the highly competitive fast-food industry. Self-order kiosks, the mobile order and pay app, and the Uber Eats app are three major technologies which have changed the order processes at McDonald’s. Students explore how these technologies change the order process and describe the impact of these technology initiatives at McDonald’s.

PENGEMBANGAN E-MARKETING SEBAGAI SISTEM INFORMASI LAYANAN PELANGGAN PADA MEGA FLORIST BANDAR LAMPUNG

Mega Florist Bandar Lampung is a company engaged in the field of flower board rental and delivery services in the Bandar Lampung area, Mega Florist itself has been established since April 2015. The purpose of this research is to design an e-marketing system and implement an e-marketing system as a customer service at Mega Florist Bandar Lampung. The problem with Bandar Lampung's Mega Florist itself is that there is no system to market board flower rentals, and its marketing still uses brochures, print media, and advertisements so that it requires more costs to market board flower rental services to Mega Florist Bandar Lampung. The system development method uses the waterfall method and the system design uses the UML system design, and the system implementation uses an object-based programming language that is PHP, with Dreamwever and MySQL applications as a database. The result of this research is an online application based on e-marketing built by Mega Florist Bandar Lampung, focused on spreading information on package rental and flower delivery. This web board will present services, facilities, menus, promos and provide convenience for customers in finding information interest rates offered, as well as services in booking board interest rentals.

The Determinants of Personality Formation of Public Services in the Local Government of Pohuwato Regency, Gorontalo

The objective of the current study is to find out and analyze the determinants of personality formation of public services in the local government of Pohuwato regency. The method used in this study is a mix-method that is a combination of qualitative and quantitative methods. The results showed that based on the results of the above analysis, it is concluded that the following matters, the determinants of personality formation of public services in the regional government of Pohuwato regency amounted to 79.90 after being confirmed by the Service Quality Score Interval Criteria table at a position with the value of 76.61-88.30, thus, the level of community satisfaction gets a good category while the Public Service implemented by the Pohuwato Regency Government is included in the category of service quality with the good category as well. Based on the results of this analysis, some of the suggestions in this study include: 1) service requirements still need to be improved, especially the service information to be easily seen, speed up time and service procedures and providing the training for implementers through training and career development. 2) repair the facilities and infrastructure for the convenience of customers and facilities for people with disabilities.

An Exploration about the Last Mile Logistic Efficiency in Indian E-Commerce Sector- A Text Mining Approach

This study examined the existing perceptions of e-commerce customers in India about last mile logistic efficiency. The last mile logistics is the most complex phase in the entire e-supply chain and has a dominant role in ensuring customer trust and satisfaction. The study used customer reviews about their cargo delivery experience. The sentiments, in general, were negative and significant areas of dissatisfaction was related delivery quality, delivery boy service quality, product return and refund policy, information sharing issues, etc. The study proposed suggestions for redesigning processes related to last mile logistics by introducing artificial intelligence technology. Estimating expected time of arrival of cargo subject to traffic variations in the locations and updating customers about exact delivery time and delivery boy management can significantly enhance customer satisfaction. Also, to improve delivery boy service quality, adequate training and sensitizing them with customer behavior predictions is useful. A facility to modify delivery schedules as per customer convenience is ideal.

Design and Control of Park & Charge Lanes for Carsharing Services with Highly-Automated Electric Vehicles

Abstract Carsharing operators could benefit from vehicle automation even before full vehicle automation is available city-wide: so-called Park- & Charge Lanes (PCL) installed in closed environments can increase customer convenience and reduce costs for parking space and charging operations. The concept introduced in this study comprises the stacking of vehicles in several lanes of optimized width, the division of lanes into charging and parking areas, and control strategies for efficient operation. Compared to conventional parking lots with two lanes and two perpendicularly arranged parking spaces, the stacking of vehicles allows for space reductions of up to 43 %. Additional cost savings can be achieved, since it is not necessary to equip every parking space with an inductive charging plate. Splitting each lane into a parking and a charging area makes the optimal control problem non-trivial: In order to provide the vehicles with a battery level that is high enough to serve customer requests, the PCL has to be controlled in a smart way. Both rule-based and model-predictive control policies are developed for assigning arriving vehicles to lanes and selecting vehicles for customer requests. An event-based simulation framework is created in order to test the performance of the introduced policies for the resulting dynamic and stochastic PCL problem. The best of the four described rule-based policies performs nearly as good as the implemented model-predictive control approach in the numerical experiment. The model-predictive control policy outperforms the random lane selection by 27 %, which clearly refects the benefit of using advanced control strategies.

Analisis Hubungan Pemasaran Online terhadap Keputusan Pembelian pada Toko Akrilik Express.com

The rapid development of digital technology is supporting the use of Internet is marketing purposes such as corporate promotion by internet to attract customer awerness. PT. Indomika Utama was born on March 2002 as an custome acrylic producer for direct customer. The product has been promoted on line and also using on-line selling process to assist customer convenience and care. Since the product is customer base design (Customization product). This study aims to (1) Know the online relationship to purchasing decisions at the Acrylic express.com store (2) What online affects consumers to make purchasing decisions at express.com acrylic shop. Sampling method used is non probability sampling with sampling method saturated counted 41 respondents. Processed data used simple linear regression analysis. From the research results obtained conclusion that the characteristics of acrylic express store consumers dominated by the age of 26-30 years and female sex. In this study also concluded that online marketing has a relationship of 78.4% to consumer purchasing decisions on express.com acrylic store sites while the remaining 21.6% came from factors not examined in this study. And the tools of online marketing convenience indicators that determine consumers to make purchasing decisions at express.com acrylic stores

Consumer Attitudes Towards Convenience Food Usage: Exploring the Case of São Paulo, Brazil

The goal of the present study is to assess the impact of attitudinal and sociodemographic variables and resources restriction (time, effort and income) on convenience food usage, mediated by customer convenience orientation. The study was conducted in the state of São Paulo, Brazil. 1391 participants completed an online questionnaire designed to evaluate convenience food usage, attitudinal and sociodemographic variables. Data were analyzed through structural equation modeling by blockwise comparison technique. The results showed that convenience food usage was directly affected by convenience orientation towards the meal planning, kitchen setup and cleaning up stages, and was driven by time and budget perception, both directly and indirectly (as mediated by convenience orientation). Health consciousness and cooking enjoyment showed a negative impact on the usage of these products. The convenience food market in Brazil has a large growth potential, especially if new products take into consideration palatability and nutritional quality.

Impact of Advertisements on Consumer Buying Behaviour for Jewellery Purchase

Advertising is that marketing phenomenon which is omnipresent. Everyone without even realising gets influenced by advertisements. It became a necessity for survival in today’s highly competitive market. The pressure of advertising is increasing day by day so does its expenses. Companies started to investhuge sum to create no. of advertisements to make people aware about their product/services offerings. So, it becomes mandatory to study its effectiveness and its impact on the consumer mind. Thereby, present study endeavours to examine the advertisement’s impact on consumer buying behaviour for jewellery. The people who are having the resources for buying jewellery are selected randomly for this survey. The total sample size taken for this study is 400. The data analysis is donewith Structural Equation Modeling (SEM) technique. The level of significance is taken as 5% for hypotheses testing. The results shows that there exists a positive significant relationship of customer ad perception with customer convenience, brand loyalty and customer loyalty; product placement found to have negative significant relationship with customer convenience and positive significant relationship with customer loyalty but negative insignificant relationship with brand loyalty. Another construct taken for advertisements i.e. celebrity endorsement has positive significant relationships with customer convenience and brand loyalty but negative insignificant relationship with customer loyalty.

MARKET OF PAYMENT CARDS: STATE, PROBLEMS AND PROSPECTS FOR DEVELOPMENT IN UKRAINE

The purpose of the research work is to conduct a scientific analysis of the payment cards market in Ukraine, as well as to find ways to improve it using foreign experience. The urgency of the research topic is conditioned by the significant growth of the role of cashless payments at the present stage of the formation and development of the Ukrainian economy. Formation of a market economy, improvement of technical means of payments, growth of volumes of domestic and foreign economic operations of Ukraine with other countries, cause a large distribution of cashless payments, replacement of traditional payment instruments with new ones, rapid development and improvement of the payment card market.Using non-cash payments leads to acceleration of settlement operations and cash flow. Also, formation of a market economy, improvement of technical means of payments, growth of volumes of domestic and foreign economic operations of Ukraine with other countries, cause a large distribution of cashless payments, replacement of traditional payment instruments with new, rapid development and improvement of the payment cards market. Therefore, the use of technologies encourages banks to expand the range of services provided by them, improve their quality, increase the level of accessibility, reliability and convenience for customers, and, accordingly, is one of the strategic factors for strengthening the competitive position in the market of banking services of the country.

The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty

PurposeThis study aims to analyze the behavior of Indonesian Muslim consumers toward halal wellness services, especially to determine the effect of Islamic attributes providing halal wellness services and customer religious commitment as a moderating variable on customer satisfaction and loyalty.Design/methodology/approachThe study was carried out by surveying 260 respondents from 13 Muslim salon outlets in the Jabodetabek area as research samples. Furthermore, a quantitative approach with moderated regression analysis is used as an analytical tool to test the research hypothesis.FindingsThe study found that embedding Islamic attributes in a halal service correlated positively with customer satisfaction. Four of the six dimensions of Islamic attributes that provide halal wellness services have a significant influence on customer satisfaction and loyalty. In addition, it was found that the moderating effect of religious commitment variables was only significant on two Islamic attributes, namely, Muslim goods and services and halal labeled products.Research limitations/implicationsThis study was conducted with samples taken from only one brand of muslimah salon in Jabodetabek area. So that generalization needs to be done with caution.Practical implicationsThe paper includes implications for the marketing strategy of halal wellness services industry including the importance of experiential marketing strategy, the moderation between fiqh law compliance and customer convenience and the service customization based on customer preferences.Originality/valueThis paper gives an understanding of the behavior of halal wellness service users on how halal service attributes affect user satisfaction and loyalty.

The Effect of Crowd Sourcing on Social Media in New Product Development

The broad objective is to examine the effect of crowd sourcing on social media in new product development using primary source of data which was randomly sourced from Lagos state residents, Nigeria. However, Pearson correlation and regression analysis were used as the estimation techniques in the study. The result of the correlation analysis revealed that new product social media (NPSM) and crowd sourcing (CS) has positive and significant relationship between the two variables, NPSM and BP shows a positive correlation between NPSM and BP, the correlation value of NPSM and firm performance (FP) depicts a positive relationship between each other, while the result of NPSM and customer convenience shows positive correlation between the two variables. The regression coefficient revealed that at constant, there exist positive but insignificant impacts on the dependent variable. Furthermore, crowd sourcing coefficient exhibits a positive and significant impact on the new product social media, business productivity (BP) exhibits negative and insignificant impact on new product social media, firm performance has a positive impact but not significant to influence new product social media, while customer convenience has positive and significant impact on new product social media during the study period.

Shoplifting in mobile checkout settings: cybercrime in retail stores

Purpose Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment. Design/methodology/approach The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting. Findings The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters. Originality/value This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.

서비스스케이프, SST 서비스편의성, 긍정적 감정, 브랜드애호도 간의 구조적 관계

This study was conducted to investigate the structural relationship among servicescape, SST service convenience, positive emotion, and brand loyalty for Korean franchise fast food restaurant customers. To this end, we set up a population group that used unmanned ordering machines in a franchise fast food restaurant for three months. The survey was conducted from October 1, 2018 to October 31, 2018, and 97 online and 250 offline copies were collected. A total of 326 copies were used for the analysis, excluding 10 offline and 11 online due to inappropriate responses. For the analysis, we used SPSS 24.0 and SMART PLS 3.0. The structural equation was tested to examine the causal relationships between frequency analysis, confirmatory factor analysis, and the hypotheses. According to the results of the analysis, it was confirmed that servicescape and SST service convenience had a significant positive correlation. Positive emotions and brand loyalty also showed positive correlation. Lastly, it was confirmed that there was a positive significant relationship between SST service convenience and brand loyalty. This study suggests efficient management strategies and practical implications for fast food restaurants.

Loyalty Improvement of Indonesian Local Brand Fashion Customer Based on Customer Lifetime Value (CLV) Segmentation

There has been a significant growth of internet users over the past decade in Indonesia. The growth of internet users is followed by the growth of digital buyers. Most digital buyers in Indonesia make some transactions to purchase clothing which explains the phenomenon of e-commerce fashion growth. This study aims to identify the loyalty level of an electronic customer based on Customer Lifetime Value (CLV) of the customer segmentation and design the CLV improvement. Customer segmentation performed using the K-means algorithm and RFM analysis. This paper used 3 transaction datasets from 3 different local brand fashion e-commerce in Indonesia. This study found five customer segmentations according to CLV ratings as the best, valuable, potentially valuable, average, and potentially invaluable customer. Maintaining customer convenience while doing the transaction and improving service quality and customer trust are the keys to retaining potentially valuable, average, and potentially invaluable customers

El mercado virtual y el comportamiento de los compradores digitales

El presente documento trata de forma generalizada sobre el comercio electrónico y el mercado virtual y como este influye en el comportamiento del consumidor, la evolución que ha tenido a lo largo de los años y los diferentes tipos de comercio electrónico para llegar al consumidor y la forma de promover los sitios de compras web como forma de comodidad del cliente y tener más ganancias. Palabras claves: Comercio electrónico, mercado virtual, marketing digital, conducta del consumidor.

Umrah Service Strategy Based on Experiential Marketing (Case Study of Amana Tour and Travel, Yogyakarta)

The purpose of this research is to know the experiential marketing strategy for the development of experience and to maintain the customer experience in Amana Tour & Travel Yogyakarta. Marketing a product essentially needs to know the sustainability and resilience of products on the market. Considering the mushrooming service providers that mushroomed umrah, needed a strategy to win the competition in a healthy manner. In addition, this strategy is used to provide a good experience in the minds of customers and certainly able to maintain and enhance the experience. After doing research, it can be seen that the strategy of experiential marketing in Amana Tour & Travel Yogyakarta in general is to change the negative stigma of Umrah travel agency that currently exists. This is done by Amana Tour & Travel through 3 ways of building a good and solid brand architecture, presenting and maintaining good customer experience, and bridging the presence of customer experience using experience providers. For the development of customer experience and strategies to maintain it, Amana Tour & Travel applies the principle with a flowing system. This principle emphasizes the convenience and convenience of customers in a variety of services both when registering, when on board, and upon arrival in Indonesia. Amana Tour & Travel also applies kinship system with the pilgrims by doing the best possible communication, one of them is by conducting holy worship which also involves the public

Customer satisfaction in gourmet food trucks: Exploring attributes and their relationship with customer satisfaction

ABSTRACTGourmet food trucks (GFTs) have emerged as a new and unique restaurant segment with attributes of service similar to quick service restaurants and attributes of food quality similar to fine dining restaurants. Despite their popularity, little research exists on attributes of GFTs associated with customer satisfaction. This study investigated traditional restaurant attributes, including food quality, service quality, ambiance (physical environment), price/value, convenience, and brand personality, and their relationship to customer satisfaction in GFTs. Results indicated that price/value, service quality, physical environment, and brand personality had a significant positive relationship with customer satisfaction, while interestingly, food quality and convenience did not.

ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DI PT RAMAJAYA COPIER

Research on customer satisfaction analysis on service quality at PT Ramajaya Copier is to analyze and determine the extent of customer satisfaction with the services provided by PT Ramajaya Copier. This research was conducted to 93 PT Ramajaya Copier customers in Batam City using the Simple Random Sampling technique. Using the method of analysis of important performance analysis (IPA) of this study resulted in 4 (four) indicators of service satisfaction statements included in quadrant I, namely improving performance to be improved to meet customer expectations. The four indicators of the statement are: employees are polite and friendly to customers (2.61), customer convenience when coming to PT Ramajaya (2.69), the company serves regardless of customer background (2.61), the company tolerates delays payment to customers (2.61).

Modeling and Analysis of a Fast Charging Station and Evaluation of Service Quality for Electric Vehicles

The deployment of public charging infrastructure networks has been a major factor in enabling electric vehicle (EV) technology transition and must continue to support the adoption of this technology. DC fast charging (DCFC) increases customer convenience by lowering charging time, enables long-distance EV travel, and could allow the electrification of high-mileage fleets. Yet, high capital costs and uneven power demand have been major challenges to the widespread deployment of DCFC stations. There is a need to better understand DCFC stations’ loading and customer service quality. Furthermore, the relationship between the initial investment decision on building certain number of ports and customer satisfaction should be quantified. This paper aims to analyze these aspects using one million vehicle days of travel data within the Columbus, OH, USA, region. Monte Carlo analysis is carried out in three types of areas—urban, suburban, and rural—to quantify the effect of uncertain parameters on DCFC station loading and service quality. Additional simulations based on a homogeneous vehicle population are carried out, and closed-form equations are derived therefrom to estimate charging duration and waiting time in the queue. Optimization of DCFC station design is also addressed through the number and capacity of ports.