Customer Response Research Articles

PENGUKURAN MUTU LAYANAN TERHADAP KEPUASAN KONSUMEN TOKO RITEL INDOMARET X KOTA SURAKARTA

This research study aimed at revealing perception on public’s satisfaction index to the service quality of Indomaret Retail X Surakarta from the dimension of tangibles, reliabilities, responsiveness, assurance and empathy.
 The population is all community members living in the Surakarta areas who have reported  the research samples are 95 respondents that have been established using Cronin and Taylor’s Weighted Servqual formulation. The sampling applies the purposive sampling. The data are collected by means of quetionnaire with 6-scale of confirmation index to obtain the data of customers satisfaction index-tangibles, reliabilities, responsiveness , assurance and empathy each instrument has been examined and has fulfilled the validity and reliability standard through the Hoyt program, SPSS of 21.
 Servqual has started with the concept of services quality and has demonstrated the model of services quality gaps. This research tries to identify the most important dimension and perception of external customers towards the  Indomaret Retail X Surakarta. The result shows that most servqual model factor, reliabilities are less satisfied than it should be

The double-edged effects of data privacy practices on customer responses

Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of information requests. Hospitality venues required contact tracing details from customers, and customer cooperation varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research contributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy.

Human vs. Automated Sales Agents: How and Why Customer Responses Shift Across Sales Stages

Customers in sales processes increasingly encounter automated sales agents that complement or replace human sales agents. Yet, little is known about whether, how, and why customers respond to automated agents in contrast to human agents across successive decision stages of the same sales process. Even less is known about customer responses to combinations where both agents assume distinct roles and focus on complementary tasks that are traditionally performed by only one single agent. Against this backdrop, this paper explores the influence of increasingly common sales representative types on customer decisions across sales stages. Our findings demonstrate that customer responses to automated (versus human) sales agents are not stable in sales processes and instead, shift as customers move across sales stages. What is more, the paper shows that combinations of sales agents versus single sales agents do matter, yet their differential effects depend on contextual features of the sales setting. These insights are important because vendors may assume that a certain type of sales agent is always more appreciated by customers, whereas in fact, different sales agent types bring distinct attributes to the table, and customers’ appreciation of these attributes shifts across sales stages.

PENGARUH DINESERV QUALITY TERHADAP KEPUASAN PELANGGAN BIMA N ZAIN CAFE DI KABUPATEN BANGKALAN

The purpose of this study was to determine the effect of Tangible, Reliability, Responsiveness, Assurance, and Emphaty on Customer satisfaction at Bima n Zain Cafe in Bangkalan Regency. By measuring service quality using Dineserv indikators based on 5 dimensions of service quality. This research was conducted with quantitative methods, the sampling technique used is nonprobability sampling with purposive sampling method as sample determination. The sample of this research was 100 respondents, and the population in this research are Bima n Zain Cafe’s customers who have visited and made some purchase at Bima n Zain Cafe.The results of this study indicate that the Tangible variable has no positive and insignificant effect on customer satisfaction, the Reliability and Responsiveness variables have a positive and significant effect on customer satisfaction. While Assurance and Emphaty have a positive but not significant effect on customers satisfaction. However, simultaneously, it has a positive and significant effect on customer satisfaction of Bima n Zain in Bangkalan Regency.

Human–robot interactions in the restaurant setting: the role of social cognition, psychological ownership and anthropomorphism

Purpose The usage of robot waiters in the hospitality industry is growing, thus increasing the number of human–robot interactions in frontline services. Focusing on robot waiters in restaurants, this study aims to propose the social cognition (SC)–psychological ownership (PO)–customer responses (CR) model, while examining the association between SC, PO, robot anthropomorphism and CR. Design/methodology/approach The hypotheses of this study are tested using a three-step mixed-method approach that includes partial least squares structural equation modeling (PLS-SEM), necessary condition analysis (NCA) and fuzzy-set qualitative comparative analysis (fsQCA). Findings PLS-SEM demonstrates the mediating role of psychological ownership on the relationship between SC, customer attitudes regarding being attended by a robot and revisiting intentions. Robot anthropomorphism enhances the relationship between SC and psychological ownership. NCA indicates that SC and psychological ownership are necessary conditions for the presence of favorable attitudes and revisiting intentions. FsQCA suggests that different configurations of the antecedent conditions lead to better attitudes and revisiting intentions. Practical implications Frontline hospitality robots need to be perceived as warm, competent, responsive and adaptable to customer requests to elicit positive responses. Managers should employ attractive robots displaying anthropomorphic features. Managers need to ensure that customers have some knowledge about robots before interacting with them. Managers should also consider customer heterogeneity and the context in which the robots will be deployed. Originality/value Based on the psychological ownership theory, this paper analyzes the relationship between SC, psychological ownership and CR. Anthropomorphism moderates the relationship between SC and psychological ownership.

The product marketing model of the economic zone by the sensor big data mining algorithm

Since the reform and opening up, China's market economy has gradually prospered, and the development of various industries and their products has become a key research issue of the government. In the context of big data, this article believes that future industrial development should be driven by big data. At the same time, the advent of the era of big data will surely bring about changes in the marketing model of products in the economic zone. This article puts forward the research on product marketing model based on big data mining algorithm, the purpose is to do a detailed investigation of the core algorithm of data mining, in order to improve the marketing efficiency of enterprises and reduce the investment and loss of marketing. The method of this paper is to study the Hadoop parallel framework and the K-Means algorithm in the mining algorithm to collaboratively filter the big data mining algorithm, and integrate these algorithms into the marketing process. These methods can recommend products to target users based on their previous interests and other users who have similar interests. Finally, this article sorts the web pages according to the PageRank value of each node in order to achieve the purpose of accurately recommending products to customers. Through the K-means algorithm mining data experiment and financial product marketing examples, this article puts forward some suggestions and measures for the marketing model. The experimental results show that the customer response rate of precision marketing is 11.92 % higher than that of ordinary marketing, and the sales efficiency of marketers has improved significantly. In addition, precision marketing is better than ordinary marketing in many aspects such as the proportion of large orders, average consumption price, and refund rate.

Riding the waves or rocking the boat? Benefits and unintended consequences of customer growth strategies

Suppliers can grow sales by offering expanded solutions to specific, promising customer accounts via relationship expansion proposals. Extant perspectives offer conflicting advice on which accounts to target and how to price such proposals. The authors investigate how expansion proposals can be strategically targeted and designed to enhance supplier financial outcomes. A novel conceptual framework provides direction for targeted account growth based on three relationship metrics: sales potential, prior profitability, and service level. Two studies with a major industrial supplier assess the effects of relationship expansion proposals contingent on these three metrics. A quasi-experiment in Study 1 reveals that higher sales potential and higher service provision make accounts an ideal target for expansion efforts. However, when a relationship exhibits higher past profitability, expansion proposals can backfire. Study 2 focuses on discounting expansion proposals to incentivize customer response. Results show that the depth of discounting in a proposal can negatively affect sales. The findings contribute to industrial marketing literature by (i) demonstrating positive and negative financial outcomes of customer growth strategies, (ii) showing how these outcomes depend on multiple relationship metrics in ways that align with value capture theory, and (iii) illustrating and explaining ambivalent effects of discounts in expansion proposals.

Factors Related to the Satisfaction Level of Pregnant Mothers in Antanetal Care Services Hutabayu Puskesmas, Simalungun Regency in 2022

In the era of globalization, quality in service is an indicator for achieving competitive advantage. The determining factor of customer satisfaction is the quality of the service. Universities that continue to adapt are driven by very fast global changes. (Fahmi and Dkk 2020). Service quality can be measured by comparing the perception of the expected service with the service received and felt by the patient. Patient satisfaction is the level of the patient's feelings after comparing with his expectations. If a patient is satisfied with the value provided by the product or service, he is very likely to become a customer for a long time. Indirect factors that cause high maternal and infant mortality rates include the low level of mother's knowledge and the irregular frequency of Ante Natal Care examinations. Ante Natal care is a service provided to pregnant women on a regular basis to maintain the health of the mother and baby. Quality Ante Natal Care services can increase public trust and satisfaction with health services provided by midwives and Puskesmas. Satisfaction is a human who has compared in terms of performance and also the expected results through the level of one's feelings. In another theory written by Wilton, it is stated that satisfaction or dissatisfaction is the result of the final evaluation of the customer response, namely the suitability that has been felt by the customer with the expectation that the performance of the product can be felt after the customer uses it. (Abarca 2021)

RECEPTION ANALYSIS OF NIGHT CLUB FUNCTIONAL CHANGES AS A COVID-19 VACCINATION CENTER

Abstract: Many governments enforce strict regulations for entertainment business activities during the pandemic such as banning music concerts, closing KTV bars, and closing of night clubs as one of the major sites for spreading COVID-19. When the government emphasizes people to get vaccine due to the risk of death, Holywings Indonesia creates a unique campaign to invite people to participate vaccines in nightclubs. This research aims to interpret Holywings Indonesia’s customer response towards the nightclub functional changes in the COVID-19 vaccination center. This research uses a qualitative approach of reception analysis method and data collection techniques in the form of in-depth interviews. The findings of this research are influenced by these items, such as (1) the gender of the informant, (2) the intensity of the informant's visits to the Holywings nightclub, (3) the duration of the informant following Instagram @holywingsindonesia, and (4) the informant's membership status at Holywings. This research identified that most of the informants were in the category of The Dominant-Hegemonic Position. This explains the informant’s acceptance to the functional changes of Holywings Indonesia as a COVID-19 vaccination center. Evidently this has shown that the respondents prioritize their health condition rather than needs for entertainment.
 Keywords: Nightclub; COVID-19; reception analysis; new media; Instagram

READINESS OF SAUDI ARABIAN SMEs FOR GLOBAL COMPETITION: A STUDY ON THE EASTERN PROVINCE

Small and Medium Scale Enterprises (SMEs) of Saudi Arabia are going to be challenged by the global competitors as a result of country’s accession to WTO. The main objective of the study is to evaluate current level of competitiveness of the Saudi Arabian SMEs in order to assess their readiness to face global competition. Competitiveness of Saudi SMEs is measured against 4 parameters, which are Management Awareness and Attitude, Level of Technology, Customer Responsiveness and Skill Level of Manpower. It was found that awareness level of the management of Saudi SMEs about the potential competition resulting from joining the country in WTO is very high and they are trying to shape their companies accordingly. They were found relatively weak in switching to new product in a quick time with little expenses. It was also found that level of technology used by the Saudi SMEs is quite advance and comparable to the global leaders in the respective industries. The study also found some weaknesses of Saudi SMEs in their customer responsiveness and skill level of their employees.

Subregional Governance of Bus Services: An Integrated Study

As one type of transportation governance model, subregional governance of bus services intends to improve customer responsiveness and cost effectiveness of bus service provision, with economic, political, and operational impacts.This article compares merits and demerits of three alternatives of subregional governance: transferring bus services to local municipal operators, transferring bus services to local transportation zones, and reorganizing transit operations into bus service sectors. Los Angeles County’s Foothill Transit, is an example of a successful local transportation zone. Authorities are now in the process of creating bus service sectors. While a promising venture, the system is still in its infancy and lacks actual performance data.Though an optimal subregional governance model fitting every circumstance does not exist, a mixed alternative balancing regional interests and local interests, and reconciling the conflicts among different governance models seems feasible.

Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

PurposeGuided by memory-dominant logic, this study aims to examine how Airbnb experiences (i.e. home benefits, social interaction and authenticity) lead to memorability, which subsequently results in platform attachment and loyalty. The mediating role of memorability and the moderating role of arousal in forming platform loyalty were also investigated.Design/methodology/approachA quantitative method was adopted including the use of a national survey with US travelers who had an Airbnb accommodation experience in the past six months. Data were collected from a representative sample generated from the Qualtrics consumer panel using an online self-administered survey.FindingsResults suggested that Airbnb experiences have a positive impact on memorability, which leads to platform attachment and loyalty. The findings further supported the full mediation. The results also revealed a moderating role of arousal in influencing the relationship between social interaction and memorability.Research limitations/implicationsThis study contributes to the literature by investigating the role of Airbnb experiences and memorability in influencing customer responses to the Airbnb platform. This study also provides a holistic understanding of how platform attachment and loyalty develop through the mechanism of memorability.Practical implicationsGiven the continuous competition from hotels, Airbnb providers should continue to improve critical Airbnb attributes and balance its hedonic and functional values. The moderating role of arousal suggests that Airbnb could maintain a virtual community or a social platform where guests can interact with hosts or the locals before, during and after Airbnb experiences.Originality/valueThe findings provide a holistic understanding of the experiences with insight into the new business model of the sharing economy.

Utilization of Twitter in Customer Relationship Management at PT Bank Syariah Indonesia (BSI)

The Association of Indonesian Internet Network Operators (APJII) released data, behaviorally, one of the most dominant uses of the internet in Indonesia is to access social media. Twitter is one of the potentials for companies as a means of interacting with consumers, including maintaining good relations and providing education for consumers regarding the products or services owned by the company, including the implementation of Customer Relationship Management. The purpose of this study is to what extent PT Bank Syariah Indonesia (BSI) utilizes Twitter in implementing CRM. The research method uses netnographic studies, where researchers analyze research results based on observations through social media through entree approaches, data collection, data analysis, data interpretation, and member checks. The results of the study show that Twitter plays a very large role in maintaining relationships with customers, especially in the Islamic banking industry. The number of questions, complaints, suggestions and criticisms addressed to BSI as a service industry makes Twitter a forum for filtering customer responses as a CRM implementation.

Lean based cycle time reduction in manufacturing companies using black widow based deep belief neural network

Manufacturing companies in India are looking forward to innovative principles in order to come out with novel product designs to compete with other companies. Recently the lean principle has been focused on many companies for maximizing profit through minimizing waste. So, to track and eliminate unwanted activity, various researchers have developed several approaches based on the lean principle. When the manufacturing business tries to improve efficiency, cost base, and customer responsiveness, cycle time is one of the viable parameters that should be optimized as much as possible. This systematic study focuses on reducing cycle time in the manufacturing industry to boost productivity. However, effective tracing and elimination of waste with an improved, streamlined process are not achieved using the traditional lean approach. To solve this problem, a lean approach based on the deep learning technique is designed in this current research to minimize cycle time. Initially, the current state mapping of an organizational structure is done using Value Stream Mapping (VSM). Then, Modified Deep Belief Neural Network is used to detect excess time consumption. The modification is done by optimizing the weight parameter with the assistance of the black widow optimization algorithm. Once the excess time is detected, it is further eliminated to maximize the profit. The simulation analysis of the proposed BWDBN approach is done, and the actual value is compared with the predicted value. The analysis indicates that accuracy, precision and recall of 98%, 97% and 96.5% are reached using the proposed BWDBN. This suggested that novel product design and maximized profit can be attained using the proposed BWDBN approach.

Reciprocity in upward product line extensions: A longitudinal study

Firms often utilize upward line extensions to achieve gains in brand evaluations and overall demand, as favorable experiences with an extension reciprocate to existing products offered under the parent brand over time. Despite such reciprocal carryover effect of customer perceptions, previous research has provided little empirical guidance related to the longitudinal nature inherent in upward line extensions. The present study fills this research gap by utilizing customer responses to specific, discrete service encounters in order to investigate the longitudinal interplay of objective service performance, perceived service quality, and purchase behavior. Our findings provide significant managerial implications related to the effective allocation of marketing resources to prioritize customers based on their sensitivity to objective service performance and interpurchase time associated with a new upward line extension.

Empirical study on customer satisfaction towards services of Life Insurance Corporation at Lucknow

The study evaluates whether or not Life insurance products and services of LIC meet or exceed consumer expectations in light of its business goals and strategies. The study was restricted to Lucknow city. The paper attempt to study the Customer satisfaction from services of LIC. In a couple of years, improvements in the insurance sector have brought about a major change in the way the firms competition in market. Today, insurance firms prioritize providing excellent customer service. In a growing number of industries, customer satisfaction is becoming recognized as a differentiator and a crucial component of business strategy. Essential information is drawn from Questionnaire through survey. The secondary information is drawn from different sources like research articles from Journals, Magazines. It is a descriptive research study. To increase the life insurance penetration LIC would have to introduce new policies according to customers need and demand, LIC has to emphasize more on rural areas and use aggressive marketing strategies; they also have to improve their feedback system to know customer satisfaction level. This research can be used by insurance companies, customers, Academics, faculties and students. In this paper, the model customer satisfaction towards services of LIC is presented comprehensively and lucidly at the ground level state where the actual customer responses were analyzed.

KEBIJAKAN PEMANFAATAN APLIKASI BRIMO UNTUK MENINGKATKAN KUALITAS PELAYANAN (Studi Kasus BRI Unit Sungai Lulut)

This study aims to find out: (1) How is the policy of using the BRIMOapplication in improving service quality, (2) What are the obstacles or challengesfaced by Bank BRI Sungai Lulut Unit in realizing the policy of using the BRIMOapplication to improve service quality to customers, (3) What are the efforts made toovercome obstacles in the implementation of the policy on the use of the Brimoapplication to improve service quality,(4) How are the customer responses of BRI Sungai Lulut Unit regarding the policy ofusing the BRIMO application in serving their customers.This type of research is descriptive qualitative research. Research resourcepersons are employees of BRI Sungai Lulut Unit and BRI Customers of Sungai LulutUnit. Data analysis technique using Miles & Huberman.The results of the study show that the policies made by BRI can improve thequality of service, the obstacles faced in introducing the BRIMO service applicationso far do not exist, because the only problem is customers who do not have asupporting gadget and an unstable network. helped by the BRIMO applicationbecause they can transact faster, easier and do not need to go to a bank or ATManymore. There are 5 indicators of service quality, namely: (1) Reality, makes it veryeasy for customers to transact. To transact through BRIMO, not all transactions aresubject to admin fees, BRI employees at Sungai Lulut Unit work according to SOPsset by BRI in a precise, reliable, accurate, and reliable manner. solve customerproblems and can solve them personally. (2) Assurance, employees of BRI SungaiLulut Unit are always polite, courteous, provide good and correct knowledge andalso create a sense of trust and confidence in customers. (3) Tangible, BRI SungaiLulut unit has a comfortable, cool room, the employees are neat and clean. For theBRIMO application, it is quite complete and looks easy and clear to understand. (4)Empathy, always providing the latest information to customers when providingservices directly, also posting status on social media in the form of photos and videos,in the BRIMO application there is always the latest information. (5) Responsiveness,Customer Service BRI Sungai Lulut Unit in resolving customer problems quickly andwell. Now if a problem occurs, it can be reported directly through the BRIMOapplication without having to come to the bank.

Dual path mechanism of promoting classical furniture and customer responses: From the perspective of empathy

The correlation between empathy and customer responses may be a key to solve the problem of classical furniture advertising design. To explore the relationship between empathy and consumer purchasing response, this study proposes a model of dual path mechanism of empathy influencing consumer purchase intentions in classical furniture through advertising design related to furniture brand Tanjuyuan. The results not only prove the hypotheses, but also indicate that: (1) cultural empathy and empathy fusion have a more significant impact on consumers’ purchase intention than practical empathy; (2) cultural empathy plays a dominant role in influencing consumers’ purchase intention; (3) empathy fusion is a key mediator between cultural empathy and practical empathy in influencing consumers’ purchase intention. These findings provide issues for subsequent research from various perspectives, such as enhancing the practical perceptions of consumers of classical furniture products, cultural value perceptions, and the interdisciplinary application of empathy.

Demand response modeling in a day-ahead wholesale electricity market in Japan, considering the impact of customer risk aversion and dynamic price elasticity of demand

This study aims to develop a mathematical modeling approach to maximize the welfare of the price-responsive customers (CUs) in a wholesale electricity market in Tokyo, Japan. The contributions made by this paper in the quest to determine the role of CUs in a demand response market are twofold. First, the aversion of the CUs to the risk of choosing the Demand Response Programs (DPRs) is taken into account by considering their expected utility from consuming electricity. The proposed model is founded on the customer theory in microeconomics, using the concept of the expected utility function to model the behavior of the risk-averse CUs in response to different DPRs. Second, it introduces an hourly-based model for the short-term price elasticity of demand, considering the day-ahead price mechanism defined in the Japan Electric Power Exchange (JEPX) market. The estimated price elasticities are used in a price elasticity matrix of demand (PEMD) to precisely reflect the different response strategies, including flexible, in-flexible forward-shifting, backward shifting, and optimizing responses. An accurate day-ahead hourly load forecasting is performed, using the Seasonal Autoregressive Integrated Moving Average (SARIMA) model, which is trained on four years of data provided by the Tokyo Electric Power Company (TEPCO), with a mean absolute percentage error (MAPE) of 0.94%. The developed model is used to analyze the CUs’ behaviors with different response strategies in the JEPX market in Tokyo. By applying the Time-of-Use (TOU) and Real-Time-Pricing (RTP) programs, the results reveal a peak reduction potential of 10.7% and 7.3%, respectively, for the flexible CUs. Applying the RTP program to the curtailable loads can achieve a 7.7% reduction in daily peak demand and a 1.6% reduction in daily electricity consumption.

Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector

This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. 
 Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.