Customer Point Research Articles

A Study of Comparative Analysis Between LIC and HDFC Life Insurance Companies

Abstract: The insurance sector in India and the privatisation of the insurance industry are the topic of this study. LIC held a monopoly in the insurance sector until the year 2000. When insurance was privatised, it became more competitive. Since private players entered the market, the landscape of the insurance sector has transformed. In terms of service quality, consumer contentment, awareness, consumer preference, and overall operations, my research aids in the comparison between LIC and new private life insurance enterprises. It reflects the customer's point of view about the company. My research aims to obtain a better understanding of the insurance sector in India and to uncover competitiveness issues. In India, the insurance business is quite small, covering only approximately 3% of the population. In addition, the increase in foreign direct investment from 26% to 49% means that India's insurance industry will grow, but it will face severe competition from the rest of the world, notably Asian countries. As a result, it's likely that a distinction will be made between private and public insurance businesses. As a result, this study attempts to compare private and public firms in India's insurance industry on the basis of Insurance Education, Premium, and Performance Evaluation.

The Vehicle Routing Optimization Problem of Refrigerated Vehicle with Temperature Compartments under Consistent Delivery Model

The lower utilization rate of refrigerated vehicles leads to higher distribution cost. Therefore, this paper proposes a model of refrigerated vehicles with multi temperature area to realize consistent delivery of different product groups at the same customer point. Based on the objective function of loading cost, distribution cost, unloading cost and penalty cost of failure to perform on time, the model is solved by adaptive large neighborhood search (ALNs) algorithm, and the distribution route is optimized by designing ring destroying operator, repair operator and adaptive process. An example is given to analyze the impact of the capacity of refrigerated vehicles with multi temperature compartments on distribution time, cost and average utilization compartments. Finally, an appropriate refrigerated vehicle with multi temperature compartments is selected for delivery according to the distribution characteristics of customers.

Intelligent selection of delivery parties for fresh agricultural product based on third-party logistics in smart city

With the rapid construction of smart cities and the continuous improvement of people's living standards, people's demand for fresh agricultural products (FAP) is rapidly increasing, and the distribution of FAP is becoming more frequent in smart cities. Therefore, in order to reduce cost of FAP’s sales enterprise and improve the distribution efficiency, based on the distribution mode of third-party logistics, an optimization objective mathematical model with the minimum distribution cost charged by mileage stage and time window penalty cost is established in this paper, an improved ant colony algorithm is designed to solve it. After testing, it is concluded that when the number of customer points and demand change, the FAP’s sales enterprise can intelligently choose to cooperate with different third-party logistics distribution companies. In addition, when the distribution demand of FAP’s sales enterprise changes, the third-party logistics company should adjust the charging mode in time, so as to improve the market competitiveness to promote the cooperation with the FAP’s sales enterprise.

E-Commerce Customers Behavior Research Using Cohort Analysis: A Case Study of COVID-19

Cohort analysis is a new practical method for e-commerce customers’ research, trends in their behavior, and experience during the COVID-19 crisis. The purpose of the research is to validate the efficiency of this method on the e-commerce records data set and find out the critical factors associated with customer awareness and loyalty levels. The cohort analysis features engineering, descriptive statistics, and exploratory data analysis are the main methods used to reach the study purpose. The research results showed that cohort analysis could answer various business questions and successfully solve real-world problems in e-commerce customer research. It could be extended to analyze user satisfaction with a platform’s technical performance and used for infrastructure monitoring. Obtained insights on e-commerce customers’ awareness and loyalty levels show the likeliness of a user to make a purchase or interact with the platform. Key e-business aspects from a customer point of view are analyzed and augment the user-experience understanding to strengthen customers’ relationships in e-commerce.

Blockchain in Cultural Heritage: Insights from Literature Review

Cultural and creative products play an important role in helping local cultural prosperity and economic development. Today, the cultural sector presents itself as an elective field of application for the development of new investments in technologies. These investments are also facilitated by recent development programs promoted nationally with the aim of digitizing the sector using the integration between technology and artistic and cultural heritage. A review of the impact of blockchain technology in this industry is provided in this study. From this analysis, we identified three use cases of blockchain application: provenance and authenticity, tokenization and fractional equity, and rights management and digital protection. In addition, a future research agenda is developed, and new research questions are offered within three research areas: (1) expanding empirical research on the topic, (2) developing a guideline for cultural managers, and (3) analyzing the customer point of view.

Optimal Route Planning for Truck–Drone Delivery Using Variable Neighborhood Tabu Search Algorithm

The optimal delivery route problem for truck–drone delivery is defined as a traveling salesman problem with drone (TSP-D), which has been studied in a wide range of previous literature. However, most of the existing studies ignore truck waiting time at rendezvous points. To fill this gap, this paper builds a mixed integer nonlinear programming model subject to time constraints and route constraints, aiming to minimize the total delivery time. Since the TSP-D is non-deterministic polynomial-time hard (NP-hard), the proposed model is solved by the variable neighborhood tabu search algorithm, where the neighborhood structure is changed by point exchange and link exchange to expand the tabu search range. A delivery network with 1 warehouse and 23 customer points are employed as a case study to verify the effectiveness of the model and algorithm. The 23 customer points are visited by three truck–drones. The results indicate that truck–drone delivery can effectively reduce the total delivery time by 20.1% compared with traditional pure-truck delivery. Sensitivity analysis of different parameters shows that increasing the number of truck–drones can effectively save the total delivery time, but gradually reduce the marginal benefits. Only increasing either the truck speed or drone speed can reduce the total delivery time, but not to the greatest extent. Bilateral increase of truck speed and drone speed can minimize the delivery time. It can clearly be seen that the proposed method can effectively optimize the truck–drone delivery route and improve the delivery efficiency.

Split delivery scheme for vehicle supported UAV

The traditional demand split logistics distribution schemes are mainly based on vehicle distribution. In recent years, with the rapid development of civil UAVs, the use of UAVs for distribution will be more efficient and economical in some specific conditions. In this paper, through the analysis of the advantages of UAV distribution, we simulate the demands and distribution schemes in real scene, especially in remote mountainous areas. And then, we propose to define a demand-splitting distribution scheme of vehicle-supported UAV, which ensures the customer point will be satisfy demand when the loading capacity of the UAV is exceeded. This scheme aims to provides a realizable distribution scheme for the customers point in mountainous areas with large demand.

Examining the effect of radical innovation and incremental innovation on leading e-commerce startups by using expectation confirmation model

The purpose of this study is to compare the effect of strategic entrepreneurship through different innovation approach between two leading digital multi-sided platform (MSP) e-commerce startups, Bukalapak, that use incremental innovation approach, and Shopee that use radical innovation approach to face the business challenge during Covid-19 pandemic. Using structural equation modeling (SEM) with the partial least squares method, the researchers use an extended expectation confirmation model (ECM) from a customer point of view to analyze the effect of the innovation efforts. A questionnaire was distributed to people who purchased a Bukalapak or Shopee online shopping application during the covid pandemic with the purposive sampling method. Finally, the analysis was performed with a total of 300 samples from Bukalapak and Shopee users. The results show that confirmation positively impacts perceived enjoyment, satisfaction, and customer engagement in both Bukalapak and Shopee cases. The results also show that perceived enjoyment and satisfaction engagement positively impact continuance intention as the manifestation of innovation. However, in the Bukalapak case that performs incremental innovation, the customer engagement is insignificant on continuance intention, while it is significant in the Shopee case that performs radical innovation. This study suggests enabling the customers to engage more in an e-commerce platform through a radical innovation approach by providing services beyond e-commerce scope (ex: mini-game, gamification activities, etc.) will likely lead to favorable responses and lasting relationships.

Omnichannel retailing strategy: a systematic review

ABSTRACT Technological advances and continued digitization are having a powerful impact on consumer behaviour, market development, and business-consumer interactions. Companies are trying to support these developments by providing multiple integrated channels. Omnichannel retail strategy is a new retail trend that has transformed retail industry by consolidating all customer touch points into one holistic experience. The present study aims to systematically review the extant literatures regarding key drivers that stimulate retailers to shift from multichannel to omnichannel strategy and the outcome of omnichannel strategy in the context of channel integration from the retailer’s perspective and seamless shopping experience form the customer’s perspective. A systematic literature review was conducted, and screenings criteria were performed to refine the articles. A total of 48 articles meet the selection criteria were reviewed analysed, and important information was extracted. The review result reveals that the omnichannel theme is emerging; showing relevance and novelty, but still requires a theory-driven research, comparative studies across cultures and qualitative approach to collect rich first-hand data from retailers and customers point of view. This article is timely and useful as it provides a holistic view of omnichannel retail research and provides literature-based evidence on the drivers and outcomes of omnichannel retail strategy from the perspective of retailers and customers. It also makes it possible to map scholarly activity on the subject, thus contributing to the advancement of future research.

The Reality of the Tourism Services and Travel Agencies in Mila Province and its Impact on Activating Internal Tourism from the Customer's Point of View

This study aimed to know the reality of the services tourism provided by the tourism and travel agencies in Mila province and the extent of their impact on activating internal tourism from the customer's point of view. To achieve this goal, the study based on the approach descriptive and analytical, and the elaboration of a questionnaire consisting of (15) items as a tool for collecting information, and it was distributed to the study sample represented by tourism clients and travel agencies in Mila province, who made internal tourist trips through these agencies.(200) questionnaires were distributed, of which 169 were retrieved for analysis. After the statistical treatment by the Statistical Package for Social Sciences program, a set of results was reached, the most important of which is the existence of a positive correlation and impact between the extent of providing tourism services by tourism and travel agencies in Mila province and the revitalization of the internal tourism.

Efficiency management of innovative business processes

The article examines the issues of management and evaluation of business processes of organizations. The author notes that in order to improve the efficiency of business functioning, the new content of the processes carried out in the organization the concept of VRM the concept of business process management to improve the quality and efficiency of the processes being implemented comes to the fore. The article examines the theoretical issues of process activity management, presents the content of process transformation. According to the author, the activity of managing the efficiency of business processes, it is necessary to start selecting processes to be improved by including their monitoring, assuming that business processes have already been identified, correctly presented, displayed. The beginning of the analysis of effectiveness of business processes, according to the author, should be carried out by evaluating the effectiveness of business processes, that is, to assess whether they meet the expectations presented. And you also need to evaluate whether there are optional business processes or unnecessary actions. The paper reflects that when conducting this assessment, it is necessary to understand whether the business process contains the necessary conditions to achieve the desired results. This assessment is carried out from the point of view of all the conditions and elements of the process in the final product (service). For this assessment, it is optimal to use benchmarking and lean manufacturing technologies. And the purpose of the evaluation is to improve those business processes that need to be performed, and not those that are currently being performed. The author presents the advantages of implementing a process assessment, suggests implementation directions and roadmaps, and identifies trends in evaluating the effectiveness of organizations. It is noted that after evaluating the effectiveness and defining business processes, describing them and studying them from the inside, as well as from the customer's point of view, it is necessary to develop approaches to performance management and their indicators. The main point, in this case, is that the VRM will evolve, following the evolution of business, as well as business processes. This will help to avoid mistakes when regulatory, correct scenarios for the development of processes are first evaluated, and after that, business development leads away from the originally planned activities. The article reflects that in order to determine what exactly needs to be evaluated, it is necessary to take into account the following provisions: assessment of the movements of raw materials and components for the implementation of the process, as well as the results of the business process; the qualifications of the organization's personnel making certain decisions; the role of information systems and software; levels of evaluation of the effectiveness of the organization; the degree of competence of the team of business process analysts. The author presents the principles of assessing the economic effect of business processes: the evaluation of the effectiveness of an innovative business process should be carried out according to the conditions of use of products, taking into account the results obtained and available; calculations for assessing economic efficiency should be carried out throughout the cycle of formation and implementation of an innovative business project for a certain period; the evaluation indicators are given to the indicators of the calculation year, to the standards and other indicators used in the calculations, taking into account the unevenness of results and costs that are obtained in different time periods; the use of investment efficiency and resource cost standards in the calculations, as well as the use of estimated costs, prices and tariffs reflecting the efficiency and quality of products for the consumer. Evaluation of the effectiveness of business processes creates new forms of innovation and management activities, represents the best positions in the development of the national economy, new competitive advantages, increasing the number of innovations, filling them with professional competencies.

The Effect of Online-Based Transportation on Conventional Transportation Revenues in Baubau City

Online-based transportation is a type of transportation that uses a smartphone to store applications in the form of a server that can be used to order transportation equipment in the form of two-wheeled or four-wheeled vehicles. With this online transportation, consumers now no longer have to wait or have to go to wait at the motorcycle taxi stand or at the roadside to wait for a taxi or tell the address because Taxi online already has a coordinate point for a pick-up point for customers. It can even be picked up at home though. In addition, consumers do not need to haggle about fares, because they have been determined based on the distance traveled. Initially, the presence of conventional taxis (Ade Taksi) in Baubau City was 25 units, but over time and coupled with the presence of online transportation, now there are only 8 taxi units that are actively operating. The purpose of this study is to find out how much influence the existence of online-based transportation has on the income of conventional taxi drivers and how people are interested in using conventional taxis after online transportation. Based on the results of research, online transportation has a very negative influence on the income or income of conventional taxi drivers. As evidence, it can be seen from the results of the study that the income of taxi drivers decreased before the presence of online transportation and after the presence of online transportation. The average income earned by conventional taxi drivers is Rp. 4,312,500 and after online transportation of Rp. 3,412,500 and the presence of online-based transportation has a negative impact on the large number of interest in using conventional taxis. This can be proven by the decrease in monthly taxi revenue before the online-based transportation and after the online-based transportation. So that the average number of taxi enthusiasts or customers before the online online-based transportation was 1,170 calls and the average number of customers after the online-based transportation was 927 calls (10.9%). 500 and the presence of online-based transportation has a negative impact on the large number of interest in using conventional taxis. This can be proven by the decrease in monthly taxi revenue before the online-based transportation and after the online-based transportation. So that the average number of taxi enthusiasts or customers before the online online-based transportation was 1,170 calls and the average number of customers after the online-based transportation was 927 calls (10.9%). 500 and the presence of online-based transportation has a negative impact on the large number of interest in using conventional taxis. This can be proven by the decrease in monthly taxi revenue before the online-based transportation and after the online-based transportation. So that the average number of taxi enthusiasts or customers before the online online-based transportation was 1,170 calls and the average number of customers after the online-based transportation was 927 calls (10.9%).

Omnichannel retailing strategy: a systematic review

ABSTRACT The present study aims to systematically review the extant literatures regarding key drivers that stimulate retailers to shift from multichannel to omnichannel strategy and the outcome of omnichannel strategy in the context of channel integration from the retailer’s perspective and seamless shopping experience form the customer’s perspective. A systematic literature review was conducted, and screenings criteria were performed to refine the articles. The reviewed articles were extracted from Google scholar, research gate, Science direct and Emerald databases. A total of 48 articles meet the selection criteria were reviewed analysed, and important information was extracted. The review result reveals that the omnichannel theme is emerging; showing relevance and novelty, but still requires a theory-driven research, comparative studies across cultures and qualitative approach to collect rich first-hand data from retailers and customers point of view. This article is timely and useful as it provides a holistic view of omnichannel retail research and provides literature-based evidence on the drivers and outcomes of omnichannel retail strategy from the perspective of retailers and customers. It also makes it possible to map scholarly activity on the subject, thus contributing to the advancement of future research.

Multi-criteria (thermo-economic) optimization and environmental analysis of a food refrigeration system working with low environmental impact refrigerants

In order to cope with the performance requirements of the Eco-design and to the limitations of European regulations, manufacturers of refrigeration devices must find an optimum between performance and costs. In this paper, we propose a thermo-economic analysis based on calibrated models and real constraints to explore possible design options for a 2.5 kW commercial refrigeration unit including the effects of the refrigerant type (R404A as baseline, R454C, R449A, R452A, R455A and R290 as low environmental impact fluids). The results are proposed in two dimensions: the first one related to the manufacturer point of view with a Pareto front of costs and performance, and the second one related to the customer point of view with the environmental impact evaluation for each configuration that belongs to a Pareto front. The calibration of models is based on real and actual data for compressors, heat exchangers and costs. Different scenarios are proposed depending on the location and the related specific energy costs and emission factors (Italy, France, Germany). The results show that R449A performs better as mid-term scenario refrigerant in European market. Instead, R454C can be suitable as long-term replacement. Finally, the environmental analysis shows that the optimal configuration in terms of performance has not the lowest environmental impact. The latter aspect requires more attention by the regulatory panels.

Applications of the WASPAS Methodology in Remanufacturing Decision Making

At least the original from the original equipment manufacturer (OEM).Product used for performance specification Returns from the customer's point of view Reproducibility of the process and it’s At least from scratch for the resulting product Equivalent to manufactured equivalent warranty Providing warranty, Remanufacturing costs your business Help reduce. How are your products? are designed and their life their environment at all stages of the cycle Considering impacts, raw materials, energy and water costs you minimize can keep of waste you need to dispose of You'll also save money by downsizing. WASPAS Method Weighted sum model (WSM) and weighted product Advantages of model (wpm) utilities. WSM and WPM Integration, ranking of WASPAS alternatives increases accuracy. That at the stage, WASPAS is an optimum calculates the additive parameter, it will be given in detail later. The WASPAS method of analysis is excellent the best solution. Short distance and negative-best is more than solution the long-range solution determines, but a comparison of these distances not considered significant Alternative: Width, Size, Thickness, and Weight. Evaluation Preference: Mounting Plate, Anti-rotation guide, Ball screw, Belt drive mount, Belt pulley assembly to calculate the final value, The result it is seen that Anti-rotation guide is got the first rank where as is the Ball screw is having the lowest rank, The value of the dataset for Range of Re Manufacturing in WASPAS (Weighted Aggregated Sum Product Assessment) method shows that it results in Anti-rotation guide and top ranking.

Impact of Variable Deterioration Rate of Perishable Food Items on Multi-Echelon Distribution Chains

Customer satisfaction is the backbone of any business entity and supply chain optimization plays a vital role in customer satisfaction efforts. Supply chain inventory control is one of the scientific supply chain optimization methods for determining proper inventory levels at different stages or echelons of the supply chain to meet the requirements of the customers. The intention is to supply right type of material at exact time in appropriate quantities and at competitive rates. Supply chain inventory costs consist of costs to store, track and insure materials. Inventories that mishandled create substantial financial problems for a business, whether the mismanagement results in an inventory accumulation or an inventory shortage. Therefore, an examination of the right quantities to be kept in stock to meet the requirements, the strategic location, storage facilities and recordings of the goods or items should be done systematically such that the desired degree of service can be provided at competitive prices or at minimum ultimate cost. Major objective of inventory control in a multi echelon supply chain is to optimize inventory cost elements like transportation cost, carrying cost, holding cost and all other inventory related costs at all supply chain stages with an elevated service level at the end customer point. The supply chain inventory control becomes tough when the handling material is a perishable one as its deterioration rate is variable rather than constant. This article provides the study results of the deterioration rate of a perishable edible inventory at different selected environmental conditions. The focus of this article is to introduce a mathematical equation for the deterioration rate of the selected perishable inventory which is inevitable for the formulation of inventory models for its supply chain echelons.

A SCHEDULING SYSTEM FOR ENHANCING AND MONITORING WORK PERFORMANCE OF FIELD EMPLOYEES

Today, field sales and service businesses are continuously endeavoring to form their processes and operations more effective. Managing field employees and their tasks (or activities) are often difficult in most organizations. In field sales and service businesses, organizations mostly have problems with communicating work plans to employees since the workforce is spread over different areas having unique geospatial data. They need smart scheduling and planning information systems to make things planned and organized at the work environment and to automate sales and sales force management functions; and also to plan, track, and manage the allocation of labor resources. This study presents a Geographical Information System (GIS) based comprehensive scheduling system, called Scheduler+ for planning, organizing and monitoring the field employees and streamlining operations of field sales and service businesses. The proposed system aims to ensure dynamic and automatic scheduling customer point based tasks, to provide support to employees, to record the data to be obtained during the realization of tasks, and also to enable reporting and tracking of work performance. In this context, this paper presents the general design and analysis issues including the system context, modules, functionalities, some user interface designs and main development considerations.

On Optimizing a Multi-Mode Last-Mile Parcel Delivery System with Vans, Truck and Drone

This work focuses on the optimization of a last-mile delivery system with multiple transportation modes. In this scenario, parcels need to be delivered to each customer point. The major feature of the problem is the combination of a fleet of road vehicles (vans) with a drone. Each van visits a subset of demand nodes to be determined according to the route of the van. The drone serves the customers not served by vans. At the same time, considering the safety, policy and terrain as well as the need to replace the battery, the drone needs to be transported by truck to the identified station along with the parcel. From each such station, the drone serves a subset of customers according to a direct assignment pattern, i.e., every time the drone is launched, it serves one demand node and returns to the station to collect another parcel. Similarly, the truck is used to transport the drone and cargo between stations. This is somewhat different from the research of other scholars. In terms of the joint distribution of the drone and road vehicle, most scholars will choose the combination of two transportation tools, while we use three. The drone and vans are responsible for distribution services, and the trucks are responsible for transporting the goods and drone to the station. The goal is to optimize the total delivery cost which includes the transportation costs for the vans and the delivery cost for the drone. A fixed cost is also considered for each drone parking site corresponding to the cost of positioning the drone and using the drone station. A discrete optimization model is presented for the problem in addition to a two-phase heuristic algorithm. The results of a series of computational tests performed to assess the applicability of the model and the efficiency of the heuristic are reported. The results obtained show that nearly 10% of the cost can be saved by combining the traditional delivery mode with the use of a drone and drone stations.

Efficient Manufacturing & Logistics in Indian E- Commerce Industry and Its Effect on Customer Satisfaction

In this paper, the topic “Efficient manufacturing and logistics in Indian e-commerce industries and its effect on customer satisfaction” refers to one of the famous method (JIT - Just in time) used in manufacturing along with labor, material, and other inputs. The JIT role in Indian ecommerce industry is increasing, and awareness of Indian e-commerce industry enhances productivity of online retailers. It generates high level of satisfaction in customers, availing offline as well as online e-commerce services. JIT also contributes in improving physical distribution quality. Internal and external environment affects logistics and supply chains. From customer point of view, demand fulfillment using JIT method, clarity of production planning, sourcing and logistics are vital in Indian e-commerce industry

Using Online Banking Among Covid-19 Pandemic: A Systematic Literature Review

The main objective of the study is to review the research conducted about online banking, focusing on the effect of the Covid-19 pandemic on using online banking services as a marketing channel. The study used is the systematic literature review of previous studies, so that these studies included the period before and after the Covid-19 pandemic. From reviewing the online banking research, the study find that the Covid-19 pandemic had a positive impact on the online banking services market, as the pandemic resulted in social distancing laws that led to the resort to electronic services to conduct business, including banking. In addition, this study concluded that among the most important factors affecting the quality of online banking services; availability of security, privacy, ease of use, and trust was the most important from the customer's point of view. The recommendations, we need more research about online banking services, focusing on the limitations and the factors affecting them in the developing countries. Keywords: Online banking, marketing channels, pandemic, social distancing DOI: 10.7176/RJFA/12-18-01 Publication date: September 30 th 2021