Customer Service Delivery Research Articles

Factors Affecting Customer Satisfaction on Online Shopping: An Empirical Study

This paper examines the effect of website layout, privacy and security, customer experience, customer service, and product delivery service on online shopping satisfaction in Malaysia. With swift economic development and advanced digital technology infrastructure, online shopping in Malaysia is undergoing transformation. Businesses are advised to change their business operation towards digitalization. In this study, the survey link containing the questionnaire was sent to 300 respondents randomly via several online social media platforms. As a result, 257 responses were received with 85.67% of the response rate. Based on the findings from the multiple regression analysis, website design, customer experience, and product delivery service all had a significant impact on online shopping satisfaction. Further investigation also revealed that website layout was the most important determinant of satisfaction. Therefore, it is critical for online retailers to better understand their online customers' preferences to create better customer values that lead to customer satisfaction and the development of long-term profitable relationships.

Acceptance and utilisation of lean principles as a business improvement initiative at an academic library in South Africa

This study used a case study approach to explore how librarians understood lean principles and the extent to which they used these principles to improve their practices. Lean principles have the potential of improving the process in the operation of organisations. The application of lean principles in many organisations, including academic libraries, seems to be limited. Although there is much scholarly communication on the successful implementation of lean principles, no research could be found on the implementation of lean principles in the processes and workflows of creating access to e-resources in academic libraries. An exploratory qualitative case study design within an interpretive paradigm informed this study. A purposive sample of 12 participants was interviewed and the data were analysed, using the reflexive thematic analysis supported by ATLAS.ti 22. The participants were not familiar with lean principles. However, they could articulate their responsibilities of the processes and workflows in creating and managing access to e-resources in their workspaces. The empirical data from the lean waste exercises affirmed that should lean principles be implemented in the processes, and workflows to streamline access to e-resources at the academic library it will enhance the delivery of an excellent customer service. The findings of this study can inform policymakers and librarians on how the implementation of lean principles to the processes and workflows can enhance and streamline access to e-resources.

Application Of Customer Service Enterprise Architecture In The Transportation Industry

In an era of globalization and rapid technological advancements, the transportation industry is under increasing pressure to provide services that are efficient, integrated, and accommodating to the diverse requirements of customers. Enterprise Architecture is a holistic approach that can assist organizations in planning, managing, and integrating crucial elements such as business processes, information technology, data, and people. Using a qualitative approach and case studies in the transportation industry, this study investigates how the application of Enterprise Architecture can provide substantial benefits for enhancing customer service. Data was gathered by conducting in-depth interviews with various transportation organization stakeholders, including senior management, information technology personnel, and customer service teams. In the context of the transportation industry, this study seeks to analyze and describe the application of Enterprise Architecture with a concentration on customer service. The study results indicate that implementing Enterprise Architecture to customer service in the transportation industry can provide several significant benefits. Firstly, an Enterprise Architecture framework facilitates a greater comprehension of business processes and consumer interactions. This enables more effective process redesign and enhancements to customer service delivery. The author emphasizes the significance of Enterprise Architecture implementation in enhancing customer service in the transportation industry. This holistic approach can assist organizations in addressing complex challenges in a dynamic environment and provides a firm basis for customer-focused strategic decision-making. The findings of this study will likely provide valuable insights for the transportation industry and other organizations considering Enterprise Architecture implementation.

Customer Service Delivery and Corporate Efficiency of Deposit Money Banks

In this study, our focus was to explore the effect of customer service delivery on the corporate efficiency of deposit money banks. It sought to establish the effects of consumer education, complaint handling, customer follow-up and customer self-service on corporate efficiency. The study adopted cross-sectional survey research design. Using a structured questionnaire, the study obtained primary data from 232 managerial and marketing-related personnel of selected deposit money banks. The data obtained were analyzed and interpreted using descriptive statistics, while multiple regression was adopted for hypotheses testing. The findings of the study revealed that consumer education, complaint handling, customer follow-up and customer self-service had significant positive effects on the corporate efficiency of deposit money banks. These findings provide empirically-verifiable evidence with which we made practical implications for players in the banking industry. Consequently, we recommended, among others, that deposit money banks should expand educational programmes targeted at customers, especially prospective customers to enlighten them on the usefulness of banking services, and the available channels through which they can access the services in order to encourage customer patronage.

Advancements in arena technology: Enhancing customer experience and employee adaptation in the tourism and hospitality industry

<p>In today’s fast-paced and highly competitive tourism and hospitality industry, technological advancements play a pivotal role in shaping customer experiences and employee adaptation. Technological innovations such as mobile apps, artificial intelligence (AI), virtual reality (VR), and the Internet of Things (IoT) have revolutionized how businesses interact with their clientele. Mobile apps enable guests to make reservations, check in, and access key information conveniently; while AI-powered chatbots provide instant responses to queries. VR and IoT enhance the immersive experience, allowing customers to preview destinations and control room features seamlessly. Moreover, technology-driven data analytics and personalization algorithms enable businesses to gain valuable insights into customer preferences and behaviour, facilitating customized service delivery. The hospitality industry is seeing the integration of robotics and automation in tasks such as room cleaning and food delivery, freeing up employees to focus on more personalized guest interactions. In this endeavour, technological advancements have emerged as a powerful catalyst, revolutionizing both customer experiences and employee roles within this sector. The significance of this study is indicative in the fact that it addresses a major concern of the level of technology that needs to be adapted and areas where restraint is needed. This research paper delves into the evolving landscape of technology in the tourism and hospitality industry, focusing on its profound impact on enhancing customer experiences and the essential need for employee adaptation.</p>

Advancements in arena technology: Enhancing customer experience and employee adaptation in the tourism and hospitality industry

<p>In today’s fast-paced and highly competitive tourism and hospitality industry, technological advancements play a pivotal role in shaping customer experiences and employee adaptation. Technological innovations such as mobile apps, artificial intelligence (AI), virtual reality (VR), and the Internet of Things (IoT) have revolutionized how businesses interact with their clientele. Mobile apps enable guests to make reservations, check in, and access key information conveniently; while AI-powered chatbots provide instant responses to queries. VR and IoT enhance the immersive experience, allowing customers to preview destinations and control room features seamlessly. Moreover, technology-driven data analytics and personalization algorithms enable businesses to gain valuable insights into customer preferences and behaviour, facilitating customized service delivery. The hospitality industry is seeing the integration of robotics and automation in tasks such as room cleaning and food delivery, freeing up employees to focus on more personalized guest interactions. In this endeavour, technological advancements have emerged as a powerful catalyst, revolutionizing both customer experiences and employee roles within this sector. The significance of this study is indicative in the fact that it addresses a major concern of the level of technology that needs to be adapted and areas where restraint is needed. This research paper delves into the evolving landscape of technology in the tourism and hospitality industry, focusing on its profound impact on enhancing customer experiences and the essential need for employee adaptation.</p>

Examining organisational subcultures: Machinery of Government mergers and emerging organisational microcultures

AbstractMachinery of Government restructures—transformations that create or abolish departments or move functions between agencies—often result in the misalignment of cultures and subcultures that impact business operations and customer service levels. An understanding of how subcultures are impacted during restructures is vital as they can reveal diffused microcultural boundaries that reflect highly problematic cultural tensions. This study provides rare ethnographic insights into how Machinery of Government restructures destabilise the delivery of optimal customer service by disrupting Business as Usual operations. Based on 74 interviews and ethnographic methods, the integrationist ‘DNA’ culture, subcultures, and emerging microcultures within Service NSW, a public sector agency in New South Wales (Australia), were examined during and after its merger with the Department of Customer Service. Microcultures were shown to function in a way that preserved Business as Usual activities and responsibilities to secure task independence, highlighting the importance of developing a conceptual framework for the detection and resolution of cultural resistance. Scholars and practitioners may adopt the framework used in this study to determine how, when, and where cultural resistance is likely to emerge.Points for practitioners This study critically analyses the ‘DNA’ culture of a service delivery agency in New South Wales during and after its merger with the Department of Customer Service. Service NSW's ‘DNA’ integrationist culture, the broader subculture of its ‘Support Office’, and various microcultures were detected. Microcultures were shown to preserve Business as Usual activities and secure task independence as reflected in backstage sites of enactment. The degree of intra‐ and interpersonal tensions experienced by Service NSW employees was opaque to senior leaders responsible for the restructure. Leaders and practitioners responsible for mergers should fully understand the changing nature of employee language and behaviour. It is advisable they act on the assumption that employees are experiencing tensions resulting from the organisation's disturbed social reality. Scholars and practitioners may adopt the conceptual framework and this case study's methodological approach to analyse a public service agency's various cultures, before, during, and after Machinery of Government (MoG) mergers or restructures, to pre‐empt, identify, and reduce cultural tensions, and should consider the feasibility of appointing a Workplace Change Committee. Workplace Change Committee Members act like first responders across impacted departments and divisions within subcultures. Workplace Change Committee Members manage emerging issues, specifically cultural disparities to ensure both the intra‐ and interpersonal safety of employees impacted by MoG mergers.

Impact of service quality dimensions on customer satisfaction in priority sector lending

Priority Sector Lending (PSL) is a financial inclusion strategy that encourages banks to support vital industries for stimulating economic expansion. This study aims to analyse how different service quality parameters affect customer satisfaction. The 339 people who used PSL for agricultural and educational loans provided responses. Path analysis using Structural Equation Modelling (SEM) was used to assess the impact of the five dimensions on customer satisfaction. The results of the path analysis revealed that only reliability, responsiveness and tangibility have significantly impacted customer satisfaction. There exists an opportunity for improvement in the extent to which bankers demonstrate assurance and empathy during the loan processing phase of the priority sector lending scheme. The study provides valuable insights for employees and customers alike, shedding light on the nature of the services rendered and received. Furthermore, the results of this research can inform policy makers in making decisions aimed at promoting the delivery of outstanding customer service.

Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia

The impact of technology on public transport has led to a new online transportation service. Its emergence makes the competition increasingly competitive. Therefore, customer loyalty becomes an important aspect of winning the competition. This research analyzed the effect of customer service, service delivery, onboard experience, public image, service value, and customer satisfaction on customer loyalty to online transportation. 517 respondents were obtained and divided into two groups: captive rider and choice rider. Data processing is carried out using a multigroup SEM technique. The results showed that there was a significant moderation effect of the different characteristics of users. In the captive rider group, onboard experience and service value did not affect customer satisfaction, and service value did not affect customer loyalty. Customer satisfaction influenced customer loyalty, and the effect was more robust than the choice rider group. In the choice rider group, the public image did not affect customer satisfaction, but service value influenced customer loyalty. Factors proven to influence customer loyalty significantly can be developed by companies to improve their competitive advantage in an increasingly competitive market of online transportation services.

Effects of Using Internet of Things (I.o.T) Systems in Transportation on Customer Service Delivery

Effects of Using Internet of Things (I.o.T) Systems in Transportation on Customer Service Delivery

Customer Service Management Strategy and Service Delivery in Public Water Service Providers in Nakuru County, Kenya

Service quality means the degree to which a service meets or exceeds the expectations of its customers especially the public water service providers which helps to improve the image of the organization. Improving access to water supply and proper sanitation is key to poverty elimination and achieving sustainable development goals. Yet, accessing water for many urban and rural poor individuals remain very poor in Nakuru County. The study sought to determine the effect of customer service management strategy on service delivery in public water service providers in Nakuru County, Kenya. The study was informed by Actor Network Theory. This study used explanatory research design and targeted population of 117 respondents from Nawassco, Naivawassco, Naruwassco water service provider companies in Nakuru. A census method was used to get the respondents. Primary data was collected using questionnaires where drop and pick method will be utilized. Results showed that respondents agreed that customer service management strategy influenced service delivery in public water service providers of Nakuru County, Kenya. Regression analysis showed that customer service management strategy influenced service delivery positively and significantly. The study concluded that customer service management strategy in public water service providers is crucial for ensuring customer satisfaction, managing reputation, maintaining service quality and reliability, efficient complaint handling, community engagement, continuous improvement, and regulatory compliance and recommended enhancement of the service structure in the public water service providers since by implementing an effective service structure, organizations can optimize their customer service operations, drive customer loyalty, and achieve competitiveness in the market.

고객만족도와 재사용 의도에 미치는 영향요인에 관한 연구

With the development of mobile network technology, O2O delivery has become an important part of the catering industry. The COVID-19 outbreak in 2020 also saw a significant increase in the use of delivery platforms. This study conducted a study on factors affecting customer satisfaction and reuse intention for Chinese O2O delivery platform consumers. Factors affecting customer satisfaction and reuse intention were divided into two categories: online service quality and offiine service quality. Online service quality includes system quality, information quality and customer service quality, and offline service quality includes product quality and delivery quality. Through the online questionnaire survey, a total of 129 valid questionnaires were collected (a total of 153 were issued), after obtaining the data, use SPSS 22.0 for quality evaluation, and then use Smat1 PLS 2.0 for hypothesis testing. The results of the study are as follows. Information quality, customer service quality, product quality, and delivery quality have a significant positive impact on customer satisfaction. system quality does not have a positive impact on customer satisfaction. customer satisfaction has a significant positive impact on reuse intention. This study proposes a management strategy to improve customer reuse intention and increase customer fixation to ensure sustainable development of O2O.

Factors Affecting the Adoption of Mobile Money Services in Zambia: Case of Central Bank of Zambia

Mobile money services has technologically advanced with an increase in popular usage in Africa and the rest of the world. The advancement in technology has birthed mobile money which is a new and popular service in Zambia. This study was a cross sectional study conducted to determine the influences of consumer adoption of the service. This study used a mixed research design involving both qualitative and quantitative methods (Saunders et al, 2016). The qualitative method was used to provide an explanation of various variables while the quantitative approach was used to quantify incidences in order to describe current perceptions as regards the factors influencing the adoption of mobile services. This enabled the researcher to gain in-depth information that would be used to find solutions for the research questions of the study. Purposive sampling techniques was employed to select respondents to select a sample size of 100. It is a conclusion emanating from this study that the majority of the respondent’s number of customers believed mobile money service by network operators was less costly than traditional banking and this influenced their adoption. As electronic money transfer service by network operators is becoming more prevalent, so is the level of customer service delivery thus the level of customer adoption of the service is increasing as the service is perceived not only to be convenient but a low cost service. The study recommended that Mobile network operator’s staff and officials should be adequately trained in e-banking products and services to be able to address customers’ needs and challenges. Furthermore, the network providers need to effectively package their products to ensure increased use of the service. Products and services to customers to close the seemingly knowledge gap that exists among the populace with regard to the benefits that can be derived from mobile money services. Such innovation now includes small loans which consumers can access and repay within a chosen time period.

Towards convergence of central grid and decentralised electricity solutions – Assessment of Indian rural electrification cases using a socio-technical framework

The paper examines the dynamics of rural electrification in India and explores the transition to a complementary convergence of decentralised and centralised electricity systems for sustainable rural electricity services. A novel socio-technical framework of analysis for assessment of cases of rural electricity systems is developed and applied in Indian villages to explore the interplays of different elements of rural electricity systems, enabling and hindering factors, and actors and institutions that affect the governance and sustenance of rural electrification. A mixed research method, along with document analysis, was applied to study the socio-technical perspectives, using 21 indicators representing nine different interplays of elements of rural electricity systems. The analysis reveals there is a significant effect of governance on technology performance, which in turn affects customer practices. There is also a significant correlation between customer practices and governance. Policy enablers along with strong institutions and actors - both at the subnational and local level - are key drivers to effective governance. Furthermore, irrespective of centralised or decentralised technology, adequacy and reliability of electricity supply and effective customer service delivery at the local level are important i.e., both supply reliability and quality, and customer service quality are equally important. The findings have clear policy implications for the governance of the electricity sector in India.

Role of Logistical Practices in Quality Service Delivery at Supermarkets: A Case Study from Pakistan

Logistical practices and customer service delivery are moderately new fields in emerging nations. The respondents in this research comprised of workforce who are logistics supervisors, transportation chiefs, and acquisition officials, or they are comparable in supermarkets in Pakistan. The survey in this paper comprised 200 respondents who were drawn from different supermarkets across Pakistan. The deductive approach followed by the quantitative research method was used to test the study hypotheses through IBM SPSS version 24 as a statistical tool. Data analysis was performed by evaluating the regression model and correlation. The findings of this study demonstrate that supermarkets in Pakistan have taken on the accompanying logistical practices: using environmentally friendly fuels to abstain from harming the climate and reusing materials. Even though the paper was fruitful, it encountered a few restrictions from respondents who could not fill in the survey because they dreaded that the data would be revealed to their rivals. Additionally, because the supermarkets are exceptionally occupied during the weekdays, the officials who responded were reluctant to take off time. Supermarkets and SMEs can also benefit from this research findings and adopt the recommended logistical practices for quality customer service delivery.

Can Adoption of Disruptive Technologies Improve Performance of Insurance Firms in Developing Countries?

Purpose: This study aimed at assessing whether adoption of disruptive technologies can improve performance of insurance firms in developing countries.
 Methods: The study adopted a desktop research design. Relevant books references and journal articles for the study were identified using Google Scholar. The inclusion criteria entailed materials that were related to technology and the performance of insurance firms.
 Findings: The study found that various aspects of disruptive technologies have a significant impact on performance of insurance firms in developing countries. The findings also revealed that mobile phone technology has contributed to increased customer base and real-time customer service delivery. The study also established that disruptive technologies can enable real-time business evaluation through big data analytics thus boosting overall performance and profitability of insurance firms.
 Conclusion: There exist numerous disruptive technologies such as big data analytics, artificial intelligence systems, cloud computing, digital currency technologies, etc that can be adopted to boost performance of insurance firms in developing countries. Adoption of disruptive technologies can increase operational efficiency, increase customer base and increase competitive advantage.
 Recommendations: Insurance firms in developing countries should adopt disruptive technologies to improve on both financial and non-financial performance. The study recommend insurance firms in developing countries should redefine their operations to pave way for adoption of disruptive technologies. Also, developing countries should mandate their respective insurance regulatory bodies to create a favorable environment for the adoption of disruptive technologies.

Service Quality Perception in Private Banks: A Study with Special Reference to Karur Vysya Bank Ltd

Nowadays private sector banks are giving new dimension of the banking chapter. Private banks are quickly adopting the technology for banking operations and customer satisfaction. Because of the heavy competition in the banking industry, private banks are forced to do the technology advancements and customer satisfaction. The researcher tried to find out the Karur Vysya bank customers expectation through a well-defined interview schedule. The challenging business process in the budgetary service pressurized banks to introduce an alternative delivery channel to pull customers and improve customers perception. Customer satisfaction and customer retention are increasingly developing to key success elements in banking. Technology specifically has been increasingly employed in service association to enhance customer service quality and delivery, reduce costs, and standardize core service offerings. The banking scenario in India is the post liberalization and deregulated environment has witnessed sweeping changes. The tremendous advances in technology and the aggressive imbuement of data technology had gotten an outlook change in banking operations. Technology has emerged as a strategic resource for achieving higher efficiency. Another strategic challenge confronting banking establishment today is developing and changing needs and expectation of customers in tandem with increased education levels and developing wealth consumers are became increasingly decreasing and have become more involved in their monetary decisions. Thus, they are demanding a worldly range of items and services at more competitive prices through more efficient and convenient channels.

Service Chains’ Operational Strategies: Standardization or Customization? Evidence from the Nursing Home Industry

Problem definition: We investigate how the degree of standardization (DoS) across service chain-belonging units impacts units’ performance outcomes. We study this question in the nursing home industry, focusing on the DoS in three operational dimensions—customer mix, service offering, and service delivery—and its impact on three nursing home outcomes: financial performance, clinical outcome, and resident welfare. Academic/practical relevance: All service chains must decide how unique or standardized each of their units should be, but it is unclear how this decision affects units’ performance outcomes. We assess standardization strategies in multiple operational dimensions in chain-belonging nursing homes and their impact on important operational outcomes, and generalize our findings to other service industries. Methodology: We use a panel data set covering 11 years (2005–2015) of comprehensive measurements of all nursing homes in the United States. We estimate the relationship between the DoS and important nursing home outcomes using fixed-effect models with instrumental variables and clustered standard errors. Results: We find that chain-belonging nursing homes that (1) customize service delivery and standardize customer mix relative to the chain norm tend to experience improved financial performance; (2) standardize customer mix tend to experience improved clinical outcome; and (3) customize service delivery tend to experience enhanced resident welfare. Managerial implications: To our knowledge, this study is the first systematic multidimensional assessment of multiunit service firms’ standardization strategies from a chain perspective. Our results guide nursing home chains in their (1) strategies of within-chain standardization, and (2) investment decisions in acquiring new properties. Our results also provide broader managerial insights for service chains’ standardization strategies and merging and acquisition activities. Supplemental Material: The e-companion is available at https://doi.org/10.1287/msom.2022.1111 .

An Analysis of the Impact of Online Banking on Customer Satisfaction in Commercial Banks Based on the TRA Model (A Case Study of Stanbic Bank Lusaka Main Branch)

The convenience, easy access, and acceptable means of transacting in the customers day-to-day business operations is making more banks’ customers satisfied with their service delivery. However, about 65% of Stanbic bank’s customers do not use the bank’s internet banking services and are dissatisfied with the bank’s customer service delivery. This study analyzed the impact of online banking on customer satisfaction in commercial banks based on the TRA model using Stanbic Bank as a case study. This study employed the cross-sectional study design conducted at Stanbic Bank’s headquarters in Lusaka district targeting bank customers. The sample size for the study was 196. Stratified Sampling was employed, respondents were selected by circular systematic random sampling, and a questionnaire was used to collect data. Kendall’s tau-b correlation was used to determine the relationship between online banking and customer satisfaction of banking services. Binary logistic regression was used to determine the influence of online banking on the outcome variable (customer satisfaction). A weak positive correlation between the use of online banking and customer satisfaction was established [(τb = .169, p = .012)]. Interacting gender of “being male”, having secondary education or below, negative behavioral belief, negative attitude, negative behavioral intention, and none usage of online banking reduces customer satisfaction [(p = .046); (CI: 95%)], [(p = .039); (CI: 95%)], [(p = .019); (CI: 95%)], [(p = .018); (CI: 95%)], [(p = .036); (CI: 95%)] respectively. Therefore, in the quest increase to increase customer satisfaction, the bank needs to consider these parameters in their strategic planning if it is to maintain or grow its customer base.

Analysis of Logistics Service Quality and Customer Satisfaction during COVID-19 Pandemic in Saudi Arabia

Logistics companies' success is inextricably linked to the quality of their services, particularly when dealing with customer issues. Nowadays, social media is the first place that users turn to in order to express their thoughts on services or to communicate with customer service representatives to resolve problems. Businesses can retrieve and analyze these data to gain a better understanding of the factors that affect their operations, both positively and negatively. During the COVID-19 pandemic, we conducted a sentiment analysis to assess customer satisfaction with logistics services in Saudi Arabia's private and public sectors. Using a lexicon-based approach, 67,124 tweets were collected and classified as positive, negative, or neutral. A support vector machine (SVM) model was used for classification, with an average accuracy of 82%. Following that, we conducted a thematic analysis of negative opinions in order to identify the factors that influenced the effectiveness and quality of logistics services. The findings reveal five negative themes: delay, customer service issues, damaged shipments, delivery issues, and hidden prices. Finally, we make suggestions to improve the efficiency and quality of logistics services.