Customer Service Effectiveness Research Articles

HUBUNGAN PELAYANAN KONSUMEN DAN FASILITAS PERUSAHAAN TERHADAP KEPUASAN KONSUMEN PADA PT. AVANT GUARD INDONESIA RINOVIAN RAIS

The Purpose of this study was to determine the effect of customer service and company facilities on customer satisfaction at PT Avant Guard Indonesia and to determine the variables that have a greater influence between customer services and company facilities on customer satisfaction at PT Avant Guard Indonesia. Based on testing with Chi square (X²), it is found that there is a significant relationship between customer service and customer satisfaction, or the better the service provided, the better customer satisfiction, For the relationship between company facilities and customer satisfiction, it is found that there is a significant relationship between company facilities and customer satisfaction, or the better the company facilities provided, the better customer satisfaction. From the calculation, it is also known that service has a greater influence, so that that the second Hypothesis can be accepted.

ROLE MODEL OF WEBSITE QUALITY AND CUSTOMER SERVICE ON CUSTOMER SATISFACTION

This study investigates the effect of website quality and customer service on customer satisfaction at PT Mbeawya Digital Solution. Website quality is measured through information, interactivity, and design, while the quality of customer service is measured through reliability, responsiveness, assurance, and empathy. The survey method was used with 100 respondents, and multiple linear regression analysis was performed. The results showed that website quality and customer service had a positive effect on customer satisfaction at PT Mbeawya Digital Solution. Aspects such as information, interactivity, and website design provide a positive experience. Companies need to improve the quality of websites with comprehensive information, better interactivity, and attractive designs. Customer service also needs to be improved with a focus on reliability, responsiveness, product quality assurance, and empathy for customer needs. Customer feedback and competitor analysis also help improve website quality and customer service.

Queue System Implementation at PT. Mulia Persada Indonesia Call Center Services

In this modern era, call centers have become an important element in providing efficient and responsive customer service. One of the main challenges faced by call centers is how to efficiently manage customer call queues. This study aims to implement a queuing system at PT Mulia Persada Indonesia's call center service by utilizing a computer network, with the aim of increasing the efficiency and effectiveness of customer service. This research also includes an analysis of network security using a Virtual Private Network (VPN) and point-to-Point Tunneling Protocol (PPTP) as a security method for call center network connections. The results of the study show that the use of PPTP in PT Mulia Persada Indonesia's network security provides significant benefits. Call center employees can connect to the corporate network through a secure connection, even from an external location such as home. This access allows them to access the queuing system and perform call center tasks effectively without having to be in a physical office. Meanwhile, the implementation of a queue system at PT Mulia Persada Indonesia's call center service has had a positive impact, namely increasing customer satisfaction. With an effective queuing system, customer waiting time can be minimized and calls can be handled quickly.

An Experimental Study of How Missing Employee Empathy in Failed Service Interactions Affects Empathetic Customers’ EWoM-Giving Behaviour

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee’s perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer–employee reciprocity related to a failed service interaction and its meaning as a predictor of electronic-worth-of-mouth (eWoM)-giving behaviour. The eWoM phenomenon in the context of online purchases is well researched, but the (a) impact of failed service interactions and (b) empathetic customer service agents still needs to be explored. For this purpose, two situational experiments of customer–employee interactions (n = 260) were conducted. Both situations depict disgruntled customers who are looking for help and call the customer support centre after an online purchase. They experience negative customer–employee interaction. The experiments test (a) the impact of employee and customer empathy on eWoM-giving behaviour after failed service interactions and (b) the mediating role of negative emotions. The results show that in service situations, negative emotions fully mediate the relationship between customer empathy and eWoM-behaviour. In addition, empathetic customers seem to be more sensitive to a poorly empathetic employee in comparison to non-empathetic customers. The research enriches the service understanding of empathy in eWoM research and provides practical implications for the management of complaint handling, such as how to consider customer empathy as a complainer’s characteristic to improve the customer service experience, effectiveness, and efficiency.

ELECTRONIC COMMERCE AND SUSTAINABILITY OF SMEs IN ANAMBRA STATE

The study examined the relationship between electronic commerce and the sustainability of SMEs in Anambra state. The objective of the study was to ascertain the relationship between electronic commerce and sustainability of SMEs in Anambra State. Three specific objectives, research questions, and hypotheses were formulated to guide the study. The study adopted the descriptive survey design which sought to ascertain the effect of online customer service on service quality; between e-payment services on business accountability; between multi-channel marketing strategy on competitive advantage and order delivery on business competency of SMEs in Anambra state. The total population of the study was 260 and also served as the sample size. The purposive random sampling technique was used in selecting the SMEs currently operating in Anambra State. The structured questionnaire was used to elicit vital information from the respondents, and this was structured on a five-point Likert scale. The data collected were analyzed using tabular presentations based on cumulative frequencies, mean and standard deviations analysis for each research question. The Pearson Product Moment Correlation Coefficient through the Statistical Package for Social Sciences (SPSS ver.23) was used in testing the various hypotheses. Based on the findings, the study showed that customer service affected service quality of SMEs in Anambra State. The second hypothesis revealed that e-payment services affected business accountability of SMEs in Anambra state. The third hypothesis also revealed that multi-channel marketing strategy affected competitive advantage and also order delivery influenced business competency of SMEs in Anambra state. The study concluded that electronic commerce had a significant relationship on the sustainability SMEs in Anambra State. The study recommended among others, that SMEs in Anambra state should embrace various forms of e-commerce to ensure better survival and sustainability in the industry. State governmental agencies, policymakers, e-marketing experts, supply chain specialists should make necessary arrangements to assist SMEs who desire to deploy e-commerce systems especially online customer service so as to strengthen their ability to render quality service. Also, operators and staff of various SMEs within the state and the country at large were advised to engage more effective multichannel marketing strategies to further enhance their competitive performance within the industry. They should embrace dynamism in their operations both in serving their customers and also in strengthening their business capabilities.

Service Quality Towards Retail Stores on Expected and Perceived Service Quality

Purpose: The purpose of this research is to investigate the relationship between expected service quality and perceived service quality in retail stores. Theoretical framework: The study will be based on the Servqual model, which measures service quality by assessing the gap between expected and perceived service. Design/methodology/approach: The research will be conducted using a survey method. A sample of customers from various retail stores will be asked to rate their expected and perceived service quality. The data will be analyzed using statistical techniques to determine the relationship between the two variables. Findings: The findings of the study will show the extent to which customers' expectations are met by retail stores in terms of service quality. The results will also indicate areas where retailers need to improve in order to meet customers' expectations. Research, practical and social implications: The research will provide insight into how retailers can improve their service quality to meet customers' expectations. The findings will also be useful for retailers in developing strategies to improve customer satisfaction and loyalty. The results will also have practical implications for customers in terms of their expectations and perceptions of service quality. Originality/value: This research paper is of immense value as it depicts the real-life service qualities that have been provided and the perceived quality of service. The wide variety of service quality and commitment of the employees to the customers and stores are also crucial (Liebrechtet al. 2021). The real-life examples are of immense significance as customer service is the need of the hour, applicable at any part of the world. Moreover, this paper has its originality by bringing forth the effectiveness of retail customer service and management of the same.

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.

PENGARUH PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH BANK SYARIAH

The influence of service plays an important role in a company, because the company's success in expanding the market is by producing goods or services according to predetermined quality standards, as well as providing excellent service in the service sector. And Customer Satisfaction is the level of one's feelings after comparing the performance that is felt in accordance with his expectations. The purpose of this study was to determine the effect of customer service on Islamic banking customer satisfaction in students of the STEBI Global Mulia Cikarang Islamic Banking Study Program. The method in this research is quantitative research. The population used in this study were STEBI Global Mulia students from the Islamic Banking study program batch 2018-2021, totaling 120 students. Data collection techniques using questionnaires, observation and documentation. The processed data is validity test, reliability test, classical assumption test and simple regression. The results of this study indicate that Islamic bank customer service with a known tcount value of the Customer service variable (X) is 9.404 and a ttable value of 1.990 means 9.404 > 1.990 thus Ha is accepted and Ho is rejected. As well as a significant value of 0.000 more than 0.05, it can be concluded that Islamic bank customer service (X) empirically has a positive effect on customer satisfaction at STEBI Global Mulia students.

Ujrah and Services Analysis of Gold Pawn Customer Satisfaction at Mandiri Syariah Bank of Palopo City

The aims of this research are: to determine the effect of ujrah and pawn gold customer service simultaneously on satisfaction at Bank Syariah Mandiri, Palopo City; The type in this research is quantitative. Then the population is 1949 customers who have pawned their gold at Bank Syariah Mandiri Palopo. Sampling In this study, Simple Random Sampling will be used (a simple random technique), namely a sampling technique that provides equal opportunity to the population to be sampled. Then the sample used is using the slovin formula so that the sample is 95 customers who use gold pawn products. The instrument used is a questionnaire (questionnaire). The data analysis technique used is multiple regression. The research results obtained are: 1) partially/t test, it is known that the ujrah variable (X1) has a calculated t value (4.165) and the service variable (X2) has a tcount value (5.848), while the t table value (1.986), so that it can be concluded that ujrah has a positive effect on the Y variable (customer satisfaction) is positive, and service (X2) has a positive effect on the customer satisfaction variable (Y) has a positive value. 2) Simultaneously the variable ujrah (X1) and service (X2) (test f) f count is 37.239 while f table is 3.09 (see table f), because f count > f table (37.239 > 3.09) or significance value of 0.000 <0.05 then H0 is rejected H1 is accepted. So it can be concluded that the ujrah and service variables simultaneously influence the satisfaction of gold pawn customers at Bank Syariah Mandiri, Palopo City.

The Influence of Customer Service on Customer Satisfaction (Case Study in Bank BJB Cash Office Yantap Garut)

Satisfaction is a person’s feeling after comparing the perceived performance results with what he expects, factors that can affect customer satisfaction, one of which is the service provided by customer service to its customers. This study aims to analyze the effect of customer service on customer satisfaction at Bank BJB Kantor Kas Yantap Garut. The research method uses descriptive and associative methods with a quantitative approach. The population of this research is customers who have attachments and linkages with customer service Bank BJB Kantor Kas Yantap Garut. Determination of the sample based on the opinion of Indrawan and Yaniawati (2014:103) so that the sample of this study was 68 respondents using non-probability sampling technique with incidental sampling. The results of data processing obtained from the Spearman rank correlation test showed that customer service has a strong influence on customer satisfaction with a value of 0,722 and a coefficient of determination of 0,52 or 52%, and the remaining 48% is influenced by other factors not examined in this study. Based on the results of the study (8,518) > t-table (1,997) indicates that customer service has a positive and significant effect on customer satisfaction.

The Effect of Mobile Shopping App Users' Customer Service, Brand Value and Product Preference on Consumer Satisfaction and Brand Loyalty

The Effect of Mobile Shopping App Users' Customer Service, Brand Value and Product Preference on Consumer Satisfaction and Brand Loyalty

A method for improving bot effectiveness by recognising implicit customer intent in contact centre conversations

Contact centre systems are increasingly using intelligent voicebots and chatbots. These solutions are constantly evolving and improving. One of the main tasks of a virtual assistant is to recognise customers’ intentions. The accuracy of intent recognition should reach the highest possible level, because higher effectiveness of intent recognition translates into higher effectiveness of customer service. The purpose of this paper is to propose a new method for recognising customer intent. The functionality of this method takes into account emotions that accompany particular conversations, which is a new approach to the problem of recognising intent and determining the target flow of a conversation by bots. The method developed by the authors is intended for direct application in the customer service industry. The present paper analyses currently known solutions in terms of the intent recognition methods used. A linguistic analysis of actual conversations from contact centre hotlines was conducted for both the voice channel and the text channel. This analysis shows the clear impact of emotions that accompany conversations on the correctness of operation of virtual assistants. The results presented further in the paper show that it is possible to improve the correctness of the actions taken by bots by as much as above 50%. The solution presented herein is expected to improve customer service and optimise many KPIs.

The Impact of Online Customer Service on Consumers’ Purchase Conversion-Moderation effect of information cues

This paper explores the influence of online customer service on consumer purchase conversion and the moderating effect of information cues on this influence, and provide mentoring program for online customer service optimization services. The results further verify that online customer service can significantly promote consumers' purchase conversion. The service effect of online customer service is positively moderated by product sales and product prices. Exploring the impact of online customer service on consumers' subsequent purchase conversions.

CUSTOMER RETENTION STRATEGIES AND PROFITABILITY AMONGST INSURANCE COMPANIES IN KENYA: A CASE OF LIBERTY LIFE ASSURANCE CO. LTD

This study sought to investigate the influence of customer retention on profitability of insurance companies in Kenya using Liberty Life Assurance Company Ltd as a proxy. The Specific objectives of the study were to examine the effect of product quality assess the effect of quality customer service, and to establish the influence of firms service/product pricing on profitability. The theories of Assimilation, Contrast, and Assimilation-Contrast guided this current study. Descriptive and correlational design were used on a target population of 2, 653 customers who have held life policies since 2010 with Liberty Life Assurance Co. The sample of the study consisted of 347 respondents. A questionnaire was used to collect primary data from customers while a structured interview schedule was used to collect qualitative data from 10 managers. Validity of instruments was ensured by consulting experts from Business Administration Department, Africa Nazarene University. Reliability of instruments was achieved through test-retest method on randomly selected 39 customers, whereby Cronbachs Alpha of 0.849 was calculated from the obtained data. Qualitative data was analyzed through thematic analysis while correlation and regression analysis were used to analyze the relationship between customer retention strategies and profitability in Liberty Life Ltd, Kenya. The study findings showed that 40.4% changes in profitability at Liberty Life Assurance is attributed to the customer retention strategies investigated by the study (R2 =0.4042). Findings also showed that product quality (β=0.428) quality of services (β=1.188) and product pricing (β=0.601) all are significant predictors {F (1, 338) =88.495, P<0.05} of profitability at Liberty Life. It is concluded that product quality, quality of services, and product pricing are critical customer retention strategies for enhancing firm profitability. The study therefore recommends insurance should adopt corporate social responsibility practices as well as flexibility mode of premium payment to improve and stabilize their customer base. Further research should be done on the influence of expanded benefits in insurance product packages on customer retention and profitability.

The Effectiveness of High-tech Product on Customer Satisfaction towards Luxury Hotel

With the fast speed of technology advancing, technology has occupied most of our daily life. High-tech products are very popular in today's hotel industry. The research question of “Can the new high-tech services in luxury hotels improve the satisfaction of consumers/guests?” The introduction of high-tech products can increase customer service effectiveness, reduce the operating cost for luxury hotels, and improve customer experience in hotels. The negative effects also start to appear when technology intervenes too much. The paper uses SWOT analyses to discover the impact on customer satisfaction due to the high-tech products in luxury hotels. The paper mainly focuses on the customers’ experience when hotels installed “smart” furniture or other “smart” devices. So, the research paper is based on the research question and “Can intelligent devices truly have a positive impact on improving the efficiency of customers?” The paper is designed to evaluate the real relationship between high-tech products in luxury hotels and customer satisfaction.

Pengaruh Price, Brand Image Dan Pelayanan Terhadap Kepuasan Pelanggan Indihome Pada PT Telkom Witel Metro

INFLUENCE OF PRICE, BRAND IMAGE AND SERVICE
 ON INDIHOME CUSTOMER SATISFACTION
 AT PT TELKOM WITEL METRO
 By
 Ali Rahmat Birlianto ,H. Suwarto2, S.E M.M, Jati Imantoro, S.E., M.E.Sy
 NPM.16610134
 ABSTRACT
 Ali Rahmat Birlianto The Influence of Price, Brand Image And Service On Indihome Customer Satisfaction At Pt Telkom Witel Metro. Supervisor (1) H. Suwarto, S.E M.M (2) Jati Imantoro, S.E., M.E.Sy.
 Today's increasingly rapid technological development and competition requires every company to innovate for the sake of its company's existence. The existence of innovation in the company makes the company can grow and be able to compete in the market. The development of technology and information is getting higher and more complex. One of the products that has developed quite rapidly is pay television service products.
 This study aims to determine 1) To determine the effect of Price on customer satisfaction of Indihome products from PT. Telkom Witel Metro.2) To determine the effect of brand image on customer satisfaction of Indihome products from PT. Telkom Witel Metro 3) To determine the effect of customer service on customer satisfaction of Indihome products from PT. Telkom Witel Metro. 4) To determine the effect of price, brand image and customer service on customer satisfaction of Indihome products from PT. Telkom Witel Metro. The survey method was chosen as the primary data source. The survey method focuses on collecting data from respondents who have certain information, thus enabling researchers to solve problems. Data collection was carried out using a questionnaire or questionnaire instrument. In this study, the population is consumers who use telkom products. The sampling technique uses accidental sampling with a total sample of 100 people. Data collection techniques using a questionnaire with a Likert scale.
 The results showed that 1) there was a positive and significant influence between Price on Indihome product customer satisfaction 2) there was a positive and significant influence between brand image on Indihome product customer satisfaction. 3) there is a positive and significant influence between service on customer satisfaction for Indihome products. 4) there is a positive and significant influence between price, brand image and service on customer satisfaction of Indihome products.
 Keywords: Price, Brand Image, Service and Customer Satisfaction
 
 

DIGITAL CUSTOMER SERVICE: THE EFFECTIVENESS OF COMMUNICATION IN TECHNOLOGY REVOLUTION 4.0

The development of technology has changed the way of interpersonal communication into digital communication. Technological speed can be in the form of technology applications, computers, social media, robots and the public environment. Digital customer service is one of the creative innovations and practical solutions to self-service with new technologies found in the current digital revolution 4.0. Effectiveness is a goal or success in achieving goals or objectives based on what has been set. The effectiveness of communication can be seen based on the effectiveness of the message received and can be understood by the customer. The purpose of this study was to determine the effectiveness of digital Customer Service as an example of the 4.0 communication technology revolution in helping its use to get maximum service. This research uses qualitative research methods with descriptive studies. While the concept used is the effectiveness of communication from Andre Hardjana. The results of this study are the effectiveness of communication in the application of digital customer service in the community with new technology. This research was conducted to determine the effectiveness of communication in the application of digital customer service in the midst of the communication transition of the digital revolution 4.0.

DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE

Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and providing logistics services that meet specific needs and requirements of customers.
 When forming quality strategies of logistics services, special attention should be paid to the culture of quality (formation of the worldview of the whole team in the field of quality – motivating each employee to acquire new knowledge and skills) and business culture of logistics. The latter acts as a certain unity of interests of all groups of persons interested in logistics processes; provided with appropriate ways of making management decisions, etc.
 The article proposes an approach to the formation of logistics service quality strategies, which is based on determining the levels of efficiency, effectiveness and adaptability of logistics customer service, and involves the development and selection of options for appropriate alternative solutions. The following strategies are determined as typical: strategy of logistics outsourcing, concentrated improvement, reengineering of the logistics service process, purposeful quality improvement, application of “kaizen” technologies, minimization of logistics costs, quality management, continuous improvement of the quality of logistics services.
 The choice of priority alternative solutions is based on the maximum values of their integrated assessment, taking into account the importance of implementing a particular strategy.

Weakly Supervised Learning for Categorization of Medical Inquiries for Customer Service Effectiveness.

With the growing unstructured data in healthcare and pharmaceutical, there has been a drastic adoption of natural language processing for generating actionable insights from text data sources. One of the key areas of our exploration is the Medical Information function within our organization. We receive a significant amount of medical information inquires in the form of unstructured text. An enterprise-level solution must deal with medical information interactions via multiple communication channels which are always nuanced with a variety of keywords and emotions that are unique to the pharmaceutical industry. There is a strong need for an effective solution to leverage the contextual knowledge of the medical information business along with digital tenants of natural language processing (NLP) and machine learning to build an automated and scalable process that generates real-time insights on conversation categories. The traditional supervised learning methods rely on a huge set of manually labeled training data and this dataset is difficult to attain due to high labeling costs. Thus, the solution is incomplete without its ability to self-learn and improve. This necessitates techniques to automatically build relevant training data using a weakly supervised approach from textual inquiries across consumers, healthcare professionals, sales, and service providers. The solution has two fundamental layers of NLP and machine learning. The first layer leverages heuristics and knowledgebase to identify the potential categories and build an annotated training data. The second layer, based on machine learning and deep learning, utilizes the training data generated using the heuristic approach for identifying categories and sub-categories associated with verbatim. Here, we present a novel approach harnessing the power of weakly supervised learning combined with multi-class classification for improved categorization of medical information inquiries.

HUBUNGAN PELAYANAN KONSUMEN DAN FASILITAS PERUSAHAAN TERHADAP KEPUASAN KONSUMEN PADA PT. AVANT GUARD INDONESIA

The Purpose of this study was to determine the effect of customer service and company facilities on customer satisfaction at PT Avant Guard Indonesia and to determine the variables that have a greater influence between customer services and company facilities on customer satisfaction at PT Avant Guard Indonesia. Based on testing with Chi square (X²), it is found that there is a significant relationship between customer service and customer satisfaction, or the better the service provided, the better customer satisfiction, For the relationship between company facilities and customer satisfiction, it is found that there is a significant relationship between company facilities and customer satisfaction, or the better the company facilities provided, the better customer satisfaction. From the calculation, it is also known that service has a greater influence, so that that the second Hypothesis can be accepted.