Improve Customer Service Research Articles

Strategi Upaya Peningkatan Pendapatan Bisnis Coffee Shop Di Kota Pontianak Pasca PPKM Dimasa Covid-19

The Coffee Shop business is quite promising in Pontianak City, this is shown by the mushrooming of people drinking Coffee in cafes. The policy of implementing PPKM during the Covid –19 Pandemic made the Coffee Shop business messy, this was because they lost a lot of their customers which could lead to bankruptcy. This PKM was implemented in a Coffee shop business in Pontianak City. The method used in implementing this PKM is direct assistance to partners. The result of this PKM implementation is that various strategies can be used to revive the Coffee Shop business. Managerial strategies that can be carried out include improving customer service by providing offers to prospective customers in groups. Offer Coffee drink products in gold to loyal customers because loyal customers have limited time to enjoy drinking Coffee at the café. On the other hand, Coffee Shop business people are educated to be able to prepare Coffee bean ingredients which are processed into Coffee powder in the framework of Product Diversification.

The Art of Meaningful Universal Values: Case Study Analysis

This article explores the relationship between individual and organizational values in order to create a positive performance outcome. Meaningful organizational cultures based on intrinsic values have been found to increase staff engagement and create a happy workforce, which in turn leads to improved customer service and loyalty. Yet, organizations struggle to develop such cultures. The study of organizational and individual values in the airline industry is particularly under-theorised and under investigated. So, the case studies of Thai Airways and South West Airlines were used to illustrate how organizational culture can be enhanced by recognising and incorporating real and intrinsic values. This paper contributes to knowledge as it shows how a more meaningful culture can be developed by incorporating individuals’ spiritual beliefs into organizational values. It further contributes by exploring how such meaningful organizational cultures can make organizations more resilient and adaptable in unpredictable and demanding environments.

Women's Clothing Microenterprises: A Qualitative Analysis of Consumer Perception

In the context of the pandemic, an increase in the unemployment level originated, but on the other hand, new businesses such as microenterprises were also started, this with the purpose of generating income. The image of Peruvian entrepreneurship has changed during the pandemic, before the pandemic mainly adult men generated entrepreneurship, but now women, young people and low-income Peruvians initiate this challenge. The main research objective is to explore the consumer perception about women's clothing microenterprises in the city of Metropolitan Lima, capital of Peru. The methodological approach was qualitative with a descriptive scope and phenomenological design; the sample was selected for convenience, with a total of 12 women who buy in women's clothing micro-enterprises, who are around the age range between 18 to 35 years of socioeconomic level B and C between professionals and students; who were subsequently conducted in-depth interviews through telephone calls. The instrument consisted of 12 questions per interview divided into 3 dimensions and 4 sub-categories for each dimension. The users expressed their experiences in the use of women's clothing, which made it possible to generate a consumer profile of this type of business by analyzing the quality of information, speed of response and after-sales service. The interviews were transcribed and then the data were analyzed taking into account the most important and differential points of each response obtained. Among the main results, it was found that the users prioritize the quality of service, the veracity of the product images, the differential value of the garments and tolerance. Negative factors such as distrust and lack of attention to queries were found, elements that should be improved for a better closing of sales. In conclusion, after determining certain positive and negative factors on the perception of women's clothing micro-enterprises, users emphasize the importance of product warranty, which produces a feeling of improvement in quality and customer service.

Sentiment analysis on images using convolutional neural networks based Inception-V3 transfer learning approach

Sentiment analysis has become a precious tool for businesses because it can be used in so many ways: to find out what customers think about products and services, to build customer relationships and loyalty, to improve customer service, and to use emotional marketing. Over the last several years, developing an end-to-end image sentiment analysis approach has significantly emphasized transfer learning methods. Deep learning algorithms have been proven to achieve remarkable outcomes across a broad spectrum of applications. Examining feelings conveyed by images is complex, but there is much space for development. A technique known as Inception-v3 that can readily focus on large portions of the body, such as a person's face, offers a significant advantage compared to the work that was done in the past. This study makes use of Inception-v3, which is a well-known deep convolutional neural network, in addition to extra deep characteristics, to increase the performance of image categorization. A CNN-based Inception-v3 architecture is employed for emotion detection and classification. The datasets CK+, FER2013, and JAFFE are used in this process. The findings are also compared with various well-known machine learning approaches, and the results obtained by the suggested model are superior. The research indicates that the proposed method can reach an accuracy level of 99.5%. The proposed approach can be used in many business applications such as Information Management, Sales, Marketing, User Interaction, Healthcare, Education, Finance, Public Monitoring, Digital PR, etc.

CONCEPT OF CUSTOMER SERVICE IN THE LOGISTICS INDUSTRY: ADVANTAGES, PROBLEMS AND SOLUTIONS

An important concept in the operation of logistics transport systems is logistics customer service. This concept is based on the overall scope of the supply chain. Traditionally, it has been difficult for supply chain components to define their role in the overall customer service provided to end users. However, there is a growing trend towards greater awareness of their role not only in relation to trading partners but also to the end customer. The logistics industry is responsible for the transportation and storage of goods. Improving customer service in the logistics industry can have many benefits. Better customer service can lead to higher levels of satisfaction, repeat business and recommendations. It can also lead to increased efficiency and lower costs. A well-run logistics operation depends on satisfied customers. When customers are satisfied with the service, they are more likely to use the same company again and recommend it to others. Improving customer service can also lead to increased efficiency and lower costs. By optimizing service operations, logistics companies can increase profitability by providing excellent service. Logistics customer service is an important part of the logistics industry. Customers entrust their shipments to a logistics service and expect to receive excellent service. Quality customer service is seen as a way to create loyal customers and keep them coming back, so this issue is relevant for logistics business. The article defines the process of customer service in logistics, describes the stages of logistics service. The importance of improving customer service in the field of logistics is analyzed and tips for its improvement are given. Problems in logistics customer service are identified and ways to determine customer service satisfaction are proposed. The benefits of improving customer service and ways to create a positive customer experience are described. Customer service is extremely important in the world of logistics because of the highly synchronized and detailed planning and execution that is required to operate on a global scale. Improving customer service in the logistics industry can have many benefits. There are many reasons to focus on customer service, from increasing customer satisfaction to reducing costs. By following the developed tips, it is possible to improve the quality of service in the logistics business and ensure the company's competitiveness.

Exploring the Effectiveness of Preordering Technologies in the Food Industry to Other Technology Solutions

Abstract: There is frequently a sizable influx of people looking to interact, shop, or eat on college campuses as well as in public locations like food courts and retail malls. But because of the heavy traffic, there are frequently huge queues at the restaurants, which costs customers a lot of time. The current COVID-19 outbreak has also highlighted how crucial it is to minimise intimate contact between people. As a result, using contactless ordering and payment systems has grown in popularity as a way to reduce the spread of disease. Hence, using effective and secure contactless transaction technologies may help to improve customer service while also emphasising public health and safety. To solve the problem of lengthy queues at restaurants in congested public spaces. We will make an application which it let you schedule a certain time for your order to be ready by placing an advance food order while shopping or even from home. Then, simply go to the food outlet and collect your food, ready to enjoy. Our Work can be used in a restaurant and universities cafeteria.

ChatGPTand consumers: Benefits, Pitfalls and Future Research Agenda

AbstractThe need of the hour is to encourage research on topics with newness and novelty. In this context, this article discusses multidimensional benefits and potential pitfalls of using artificial intelligence‐based Chat Generative Pre‐trained Transformer (ChatGPT), and provides numerous ideas for future research in consumer studies and marketing in the context of ChatGPT. ChatGPT provides algorithm‐generated conversational responses to text‐based prompts. Since its launch in the late 2022, ChatGPT has generated significant debate surrounding its hallmarks, benefits and potential pitfalls. On the one hand, ChatGPT can offer enhanced consumer engagement, improved customer service, personalization and shopping, social interaction and communication practice, cost‐effectiveness, insights into consumer behaviour and improved marketing campaigns. On the other hand, potential pitfalls include concerns about consumer well‐being, bias, misinformation, lack of context, privacy concerns, ethical considerations and security. The article concludes by outlining a potential future research agenda in the area of ChatGPT and consumer studies. Overall, this article provides valuable insights into the benefits and challenges associated with ChatGPT, shedding light on its potential applications and the need for further research.

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

PurposeVariations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.Design/methodology/approachThe SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.FindingsA total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.Research limitations/implicationsThis research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.Practical implicationsThis study provides airlines with valuable information to improve customer service by analyzing online reviews.Social implicationsThis study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.Originality/valueThis paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.

Impact of Digitalization on Service Marketing in the Indian Banking Industry

Globally, Indian banking is making the move to digitization. By the late 1980s, the Indian banking industry had realized the need for digitalization and that customer service needed to be considered as an important aspect . Due to the adverse effects of several financial reforms on India in the late 1980s, the banking industry saw a need to improve customer service and computerize the recording of transactions and knowledge accounting. Today, all banks make significant investments in digital projects to keep a competitive advantage and offer their clients the best service possible. After its launch, customers have greatly profited from the convenience and time savings. 
 All manual processes and activities have been replaced by digital services. Although it has benefited customers and had a significant impact on the Indian banking sector, there are still a number of difficulties that arise. This paper will examine the effects of digitalization on service marketing in the Indian banking sector and how it has changed over time. This study’s main goal is to measure how satisfied bank customers are with the online services they receive from banks . This study makes use of the e – Servqual method to measure quality of services provided to banking customers after digitalization has taken place in the banking customers.

MODELING STRATEGIC PLANNING FOR SUSTAINABLE COMPETITIVE ADVANTAGE IN SUPPLY CHAIN MANAGEMENT

This paper proposes a knowledge-based customer-centric strategic model to respond to environmental challenges and achieve sustainable competitive advantage (SCA) in the supply chain management (SCM) context. The proposed model strives to leverage knowledge-based distinctive core competencies (DCCs) to improve customer satisfaction and achieve SCA. An exploratory research design has been adopted. The study undertook a systematic literature review approach with 36 articles or books published between 1970 and 2020 to construct the strategic planning model. The paper presents an integrated multi-dimensional model for SCM, including value chain activities, competitiveness strategies, business process re-engineering (BPR), and SCA. The practical result of the article is to develop a theoretical strategic planning model for SCM as a holistic framework for using the company’s DCCs and creating an SCA in a highly competitive and dynamic business environment. The proposed model comprehensively covers the supply chain (SC)’s competitive advantage strategy. For businesses that tend to adapt and triumph, the proposed model helps reduce order cycle times, reduce inventory levels, increase accuracy and efficiency, reduce costs, and improve customer service and satisfaction.

Digital Public Relations Program Management to Improving Customer Service Quality

Digital public relations are a new concept adopted in state corporate management. With form Customer Service Implementation Units (UP3), there is a numbers staff team that manages corporate media social accounts with different expertise backgrounds. Hence, it is important to establish engagement standards for digital public relations for improving high-quality service outreach to consumers. This study aimed to identify the digital public relations program of electricity state corporate with a case study on a branch unit in Banten. There were four informants selected through the purposive sampling method, and data were analyzed based on the following steps: data reduction, data display, and data verification. The results indicate the unit branch performs five (5) stages; problem analysis, plotting planning action, communication action, and evaluation. All stages are implemented in digital public relations for developing engagement strategies on dialog forums with a core focus on crisis mitigation and education campaign. Incorporating analysis tools such as SOAR or SWOT in digital public relations management evaluation programs could provide holistic improvement. Keyword : Digital Public Relations, Social Media, Communication, Customers Service

Orchestrating firm-specific resource integration to achieve customer service performance: an investigation in the hotel context

PurposeThis study aims to identify factors that can improve customer service performance by verifying the relationships between these factors, such as customer orientation, firm-specific resource integration, transactive memory system and service innovation capability. In other words, this study identifies the determinants of customer service performance from the perspective of the resource advantage theory of competition.Design/methodology/approachThis research was conducted through an online survey of hotel managers and supervisors in Indonesia, which produced 327 questionnaires that could be processed with a response rate of 70.6%. Structural equation modelling was used to analyse the data and test the hypotheses with the help of AMOS 23.FindingsThis study confirms that firm-specific resource integration can improve customer service performance, with the antecedents of the former being customer orientation and a transactive memory system.Research limitations/implicationsThis research was conducted with a sample of three-, four- and five-star hotels, which have different conditions. In future research, it would be interesting to compare how such hotels over a larger geographical area behave in improving customer service performance using the investigated variables.Originality/valueThis research provides additional insight into the resource advantage theory of competition, namely, that integrated enterprise-specific resources are good antecedents for innovation and customer service performance.

ЗАСТОСУВАННЯ МАРКЕТИНГОВОЇ ЛОГІСТИКИ У РИТЕЙЛІ

Retail is the most competitive industry in entrepreneurship, with many companies offering similar goods and services. Marketing logistics is one of the key factors that help companies stand out from their competitors and increase their profits. Marketing logistics ensures the delivery of goods and services in the right time, place, and quantity, which allows for maximum customer satisfaction and increased loyalty. At the same time, marketing logistics reduces costs for storage, transportation, and delivery of goods. However, in practice, many retail companies do not use marketing logistics properly, leading to low business efficiency and decreased competitiveness. Therefore, the problem of effective use of marketing logistics in retail is relevant. The goal of the research is to apply marketing logistics in retail and identify the problems that hinder its effective use. In the research process, general scientific methods such as analysis, systematization, and generalization were used. Marketing logistics is an important element in the effective management of retail goods supply. The use of marketing logistics in retail allows a reduction in the costs of goods supply, an increase in business profitability, as well as the attraction of new customers and increased loyalty from existing ones. Marketing logistics helps in supply chain management, ensures accurate delivery of goods, and improves customer service quality, which is reflected in increased business profits. The use of the approaches mentioned in the article by retail companies will allow optimal support of sales of goods and services. The main practical advantages of using marketing logistics in retail include: cost reduction for logistics, improved service quality, improved product quality standards, increased sales, improved inventory management efficiency, and increased competitiveness. The analysis of the world experience of using marketing logistics in retail allows identifying the most effective approaches and strategies for its implementation, which can be used by companies to improve their business efficiency and increase their competitiveness.

Research on the Inventory Decision of Company A

The inventory is the focus of various problems. The inventory is closely related to cost and delivery issues. It is an unavoidable topic in supply chain management: the reasons for inventory also cause cost increases and delivery efficiency decreases. This article takes company A as an example to improve customer service and reduce inventory costs by optimizing its warehouse layout.

Banking 4.0: Artificial Intelligence (AI) in Banking Industry & Consumer’s Perspective

The simulation of human intelligence in machines, called Artificial intelligence, has risen, and plays an important role in the new banking era. The present study aims to discuss the consumer’s perspective on artificial intelligence’s adoption in Asian countries. The questionnaire was developed and distributed to collect data from five Asian countries (Pakistan, China, Iran, Saudi Arabia, and Thailand). The total useable responses were 799. The results showed that the factors (awareness, attitude, subjective norms, perceived usefulness, and knowledge of artificial intelligence technology) had a significant and positive relationship with the intention to adopt AI in the banking sector. However, perceived risk shows a negative but significant relationship with the intentions to adopt AI. Overall, the findings of this study will be a worthy insight for making strategic decision-making in the banking industry. This will enable the banking management to build a strategy to increase the trust of consumers, which will help them to overcome risks and give them confidence in using digital technology while making transactions. The banking sector also focuses on innovative AI technologies to improve customer services as well as overall growth by generating more revenue.

METHODICAL TOOLS FOR DETERMINING THE LEVEL OF HUMAN CAPITAL DEVELOPMENT

Goal. Research of the modern IT market and the development of practical recommendations for the digital toolkit of marketing support for the development and introduction of new products to the consumer market. Method. In the research process, theoretical and empirical research methods were used, namely: the historical method was used to study the basis of the foundations of marketing support for the development and introduction of new products to the consumer market; system-structural approach – when substantiating the main theoretical provisions of marketing; economic and mathematical modeling - when substantiating proposals for optimizing the marketing strategy for the promotion of a new product; abstract and logical - when summarizing the research results. The results. The development trends of the domestic IT market in comparison with the international market have been studied. The peculiarities of the development of innovative activities of enterprises in the conditions of digitalization are summarized. The effectiveness of the implementation of innovative products is presented, the areas of improvement of marketing support based on the use of modern digital tools are highlighted. Scientific novelty. The trends of the development of the digital market in the national and international markets have been summarized, a marketing strategy for the introduction of an innovative product (DTE) on the consumer market has been developed, which will allow obtaining an economic effect - improving customer service, reducing the number of physical visits by company employees, increasing sales and improving the efficiency of the company's work . Practical significance. Recommendations can be used in the process of applying digital tools for marketing support for the development and introduction of new products to the consumer market.

The Correlation between Supply Chain Performance and Information Technology

Supply Chain Performance is regarded as a crucial organizational performance indicators. Much effort has been made to enhance it. So, effective and efficient supply chains are recognized as a crucial strategic aspect for achieving several essential corporate objectives, such as improved customer service, enhanced efficiency, and enhanced competitiveness. Therefore, the objective of this study is to analyze the role of information technology on supply chain performance with information technology support as a mediator. The study has been designed based on a descriptive approach using a survey to collect data by questionnaire from Saudi logistics professionals. The potential respondents were members of Hyper Panda's top level of management and executive personnel who were familiar with the company's operations and supply chain procedures. There are 83 valid responses. The research result has several findings and outcomes that will inform future research. The study findings will shed light on choosing the most effective information technology with a significant influence on supply chain performance.

THE EFFECT OF LIFE INSURANCE CLAIM FILING SYSTEM DEVELOPMENT ON INCREASING CUSTOMER SERVICE PERFORMANCE (CASE STUDY: PT. ASURANSI ALLIANZ LIFE INDONESIA KPM. MAKASSAR)

Customer comfort is absolute and needs to be fully attentive to improving service performance, especially companies in the service sector. Submission of life insurance claim pt. Allianz Life Indonesia Insurance still uses conventional methods where when the customer wants to submit an insurance claim, the customer must visit the branch office, website or contact the head office to get information on what requirements are needed to submit a claim. This problem requires a flexible system application that helps customers in submitting claims and companies in processing customer data. This study aims to create a claim submission information system for PT. Allianz Life Indonesia Insurance KPM. Makassar to make it easier for customers to reach claim submissions without having to visit a branch office. Data obtained by: 1. Field research, 2. Interview with PT. Allianz Life Insurance Indonesia. System development using RAD (Rapid Application Development) model. System development using the RAD (Rapid Application Development) model. This model has 3 stages, namely 1. Requirement Planning, 2. Design 3. Implementation. The results showed that the results of testing with the UAT (User Acceptance Testing) technique were obtained by 82,75% of 26 respondents including admins, pimipinan and customers. The test results, it shows that the information system for submitting life insurance claims is declared feasible and can improve customer service performance

Implementation of Tiwana Method in a Knowldedge Management System Prototype

Improving customer service really needs to be done by a company. one form of service improvement is to provide convenience to customers to submit financing applications that can be done anytime and anywhere. Knowledge management systems (KMSs) are tools aimed at supporting knowledge management. Utilization of Knowledge Management System (KMS) has a positive impact on the continuity of the organization's business, this happens because KMS is an effective way to translate work experience on an ongoing basis in the form of knowledge. The tiwana framework was chosen for the reason that tiwana has advantages compared to other methods for designing KM. The problem faced by cooperatives is that in submitting financing activities it is still manual, namely customers have to come to the Al Salaam sharia cooperative, this is very inconvenient for customers who want to apply for financing and the absence of a container that accommodates all information related to financing products, the type of marketing media used by Al-Saalam is brochures. The purpose of this research is to develop a knowledge management system to improve customer service with the main focus being to provide loan application features. The method used in this study is the Tiwana framework. The results of the research is a prototype of knowledge management system that can be accessed anytime and anywhere by customers.

The role of blockchain-enabled supply chain applications in improving supply chain performance: the case of Jordanian manufacturing sector

PurposeBlockchain technology has the potential to enhance information and knowledge management among members of the supply chain. This study aims to demonstrate the direct and indirect impact of blockchain adoption on achieving supply chain competitive advantage and improving innovation capabilities to achieve greater supply chain performance.Design/methodology/approachThe study opted for a quantitative research approach. A structured questionnaire was used to collect data from 284 respondents from various Jordanian manufacturing firms. Smart PLS software was used to conduct structural equation modelling to test the proposed hypotheses.FindingsThe analysis revealed that investing in and using blockchain-enabled supply chain applications improves the ability to achieve higher levels of productivity, lead times, customer service and relationships with supply chain members. Moreover, blockchain technology integration with supply chain management processes has a positive impact on innovative activities that support supply chain operations. Finally, blockchain adoption has enhanced supply chain performance by reducing transaction costs, improving customer service and increasing the speed of supply chain operations.Research limitations/implicationsThe study provides guidance for decision-makers and academicians on the use of blockchain adoption to improve supply chain performance. Future studies should use a larger sample size and random sampling techniques to achieve better generalizability of the results.Originality/valueThe study fulfils an identified gap in the application of blockchain technology to improving supply chain performance within a broader context that encompasses supply chain innovation capabilities and competitive advantage.