Customer Expectations Research Articles

BlastAsia – its quest for innovation in enterprise software application development

ABSTRACT The case sheds light on the rapid evolution in the no-code application development space. It presents opportunities for entrepreneurs looking to support customers with their digital transformation journeys. The protagonist of the case, Arup Maity, is the founder of a traditional software development company, BlastAsia. He is contemplating launching a no-code application development platform, given evolving market preferences and customer expectations. The case outlines the emergence of no-code application development platforms as a potent alternative to traditional software development techniques. It highlights exactly how business uncertainty coupled with rapidly evolving technology requirements demands shorter software development lifecycles, which traditional methods might not be able to cater to. It also explores evolving customer and employee expectations to engage in applications which are intuitive, work across devices seamlessly, and deliver real-time project status and data. The case also discusses budgetary considerations, which companies looking to deploy enterprise software have to grapple with. The landscape is further complicated by cutthroat competition in the industry, start-ups offering enhanced value propositions at competitive prices, and black-swan events like the COVID-19 pandemic, which pose existential challenges for organizations.

Implementation of a Technical Peer Review Process: Principles, Policy, and Cultural Change

AbstractThe complex scientific and engineering work performed at Sandia National Laboratories is supported by a comprehensive system of reviews that include design, gate, and peer reviews. A recent exercise revealed a need to change how technical peer reviews are conducted. Building on industry standards, best practices, current standard internal practices and other previous work, Sandia has developed a continuous improvement process to institutionalize technical peer review in the design lifecycle of products. The approach focuses on translating customer and leadership expectations, utilizing current established practices, simplifying planning and execution, and providing resources to project teams to guide them and ensure that rigorous and consistent technical peer reviews are performed. This paper presents the process used by Sandia to improve the technical peer review process, the factors that affect implementation of a peer review process, the simplified three‐step process implemented, the tools and resources generated, and the sustainment plan adopted to increase the institution‐wide use of peer review as a tool to improve product delivery.

Accelerating Digital Transformation through MBSE, Multi‐physics Simulation and Digital Twin in Industry

AbstractIn the dynamic aviation industry, Aerospace Industries grapple with the intricate challenge of certifying products amidst integration requirements from aerospace manufacturers and airworthiness regulations imposed by aviation authorities. This paper underscores the indispensable role of ModelBased Systems Engineering (MBSE) in addressing the multiphase issues inherent in our product complexity. The first focal point is the certification process, where Safran SEATS navigates the complexities imposed by aerospace manufacturers and stringent airworthiness regulations. This intricate certification process demands the strategic deployment of MBSE to streamline and enhance procedural efficiency. The second challenge arises from the abstract nature of style and perceived quality requirements articulated by diverse customers. With the goal of exceeding customer expectations and creating a genuine “WOW” effect, MBSE becomes instrumental in aligning product development with diverse and often oriented customers' needs. The third dimension of complexity stems from the variability in emerging requirements, where innovations swiftly become industry standards. MBSE provides a structured approach to handle this variability, ensuring adaptability and positioning products at the forefront of innovation. Additionally, we dissect the influence of Model‐Based Design (MBD) on design processes, shedding light on its transformative effects. Introducing the concept of a digital twin, we explore its significance in the aerospace domain. Real‐world implementations of digital twin technology examined through concrete examples from aerospace projects. Finally, the presentation addresses uncertainties surrounding program efficiency, a critical consideration in the intensely competitive seat market. This paper unfolds a compelling industrial testimony, showcasing Safran SEATS' journey in overcoming the complexity of digital transformation in Aerospace Industries. It provides solutions to intricate challenges posed by certification, customers' requirements, evolving industry standards, and economic competitiveness, encapsulating the transformative impact of MBSE in our pursuit of excellence.

TAHAP KEPUASAN PELANGGAN DALAM URUSAN JUAL BELI SECARA DALAM TALIAN MELALUI PLATFORM E-DAGANG

Customer satisfaction in online shopping refers to the satisfaction of buyers through their experience in making transactions through the e-commerce platform. E-commerce is short for " electronic commerce, " which refers to the process of trading or commercial transactions carried out electronically through the internet or computer network. This study aims to analyze the level of customer satisfaction in online purchases through e-commerce platforms. Qualitative methods are utilized in analyzing the data to identify e-commerce platforms and levels that influence customer satisfaction in the context of online purchases. The main problems identified in the business of buying and selling Online (E-Commerce) is the emergence of doubts on the part of the seller and the buyer due to not fulfilling the perfect purchase and sale rules. Buying and selling in e-commerce platforms also often causes concern or doubt to users because not all transactions meet the perfect standards or principles of buying and selling according to certain religious teachings or laws. This study found that the level of customer satisfaction showed a percentage of 67.7% strongly agreed and satisfied with the purchase transaction through the e-commerce platform. This shows that the level of customer satisfaction with online services is good. A good understanding and expectations of customers can also be fostered through their experience when dealing with buying and selling using an e-commerce platform. Practical implications for customer satisfaction in online business are also discussed. Therefore, virtual buyers can take advantage of the results of this study as a guide in purchasing online through e-commerce platforms.

Customer satisfaction strategy design for mandatory SNI product certification services at the product certification body (LSPro) of Balai Sertifikasi using the SERVQUAL Method and SWOT Analysis

The mandatory implementation of the Indonesian National Standard (SNI), regulated by existing regulations in Indonesia, applies to both domestic and imported products, requiring compliance from businesses with the SNI and possessing the SNI Product Usage Certificate (SPPT SNI) issued by the Product Certification Body (LSPro). One of the LSPros in Indonesia is the LSPro Balai Sertifikasi, which provides mandatory SNI product certification services. The SERVQUAL questionnaire helps identify service deficiencies and strengths and measures their significance, while SWOT analysis highlights weaknesses, strengths, opportunities, and threats. SERVQUAL results indicate that service quality below customer expectations can lead to dissatisfaction. From the SWOT matrix, the most relevant implementation strategies are identified. The QSPM matrix is used to strengthen SWOT findings and identify the most suitable strategies, with results indicating priority on strategies WO-1, WT-1, and ST-2 to enhance customer satisfaction with mandatory SNI product certification services at the LSPro Balai Sertifikasi.

EXAMINING THE ROLE OF SERVICE QUALITY DIMENSIONS OF MOBILE PHONE SERVICE PROVIDERS; AN EMPIRICAL STUDY

Service quality has become a critical factor for the competitive advantage of mobile phone service providers in the telecommunication industry. This study explores the key factors influencing service quality in mobile phone service providers and their impact on customer satisfaction and loyalty. The analysis focuses on dimensions such as network quality, customer support, pricing, service reliability, and value-added services. The research aims to identify how these factors contribute to the overall perception of service quality and determine the most significant determinants of customer satisfaction. The non-probability convenience sampling technique is the most suitable method when it is not possible to obtain information from every member of the sample population. Additionally, the precise population frame of mobile phone service consumers in the study area could not be determined, as the number of users could not be ascertained. The interview schedule was employed to acquire the primary data from the respondents. The data that has been collected is coded and inserted into a primary table. The data are analysed in accordance with the nature of the data and the intent of the analysis (nature of the problem) using the SPSS software. For the purpose of the research, a sample size of 100 respondents is selected from an infinite population. A random sample strategy was used by the researcher in order to choose the objects that would be used for sampling. The findings highlight the need for service providers to continuously adapt and enhance their service offerings to meet evolving customer expectations and maintain competitiveness in a rapidly changing market

INFLUENCE OF TRANSPORTATION PROCESS ON SUPPLY CHAIN PERFORMANCE OF SELECTED MANUFACTURING INDUSTRIES IN RWANDA A CASE OF ADMA INTERNATIONAL

Background: This research aimed to assess the influence of transportation on supply chain performance of manufacturing industries in Rwanda, a case study of ADMA International. This research: examined the effect of fleet management process on supply chain performance in ADMA International assessed the effect of route planning on supply chain performance in ADMA International and determined the effect of order processing on supply chain performance in ADMA International. Materials and Methods: Both descriptive survey and correlational research designs were used in this study in order to facilitate the accomplishment of the aforementioned goals. The target population of this project was 141 people that included 21 ADMA International employees working at the head office and 120 customers (suppliers and distributors) of ADMA International that operate in each of the secondary cities in the country including Kigali city. The other cities were: Huye, Musanze, Nyagatare and Rubavu. This study made use of a variety of methods, including surveys, interviews, written records, and other institutional reports, in order to collect research data. SPSS, a software used for descriptive statistics, was used to examine the data in order to determine whether transportation has an impact on supply chain performance of manufacturing industries in Rwanda. In this study, we considered both inferential and regression analyses in order to assess the strength of the link that exists between the study variables. Results: From the findings, the following were discovered: (β1= 0.410, t=2.108, p = 0.013<0.05 β2= 0.206, t= 1.779, p =0.017<0.05 β2= 0.425, t= 1.214, p =0.011<0.05). This refers to the fact that 1 per cent increase in transportation practices in form of fleet management, route planning and order processing will lead to 0.410, 0.206, 0.425 and 0.558 increase in supply chain performance of ADMA International. Therefore, the regression model showed that supply chain performance was 1.347+ 0.410 Fleet management + 0.206 Route planning + 0.425 Order processing. From these findings, all the hypotheses were rejected. In accordance with the studys conclusions, the researcher suggested that ADMA management be engaged for the supply chain and prerequisite in order to handle the complexity and rising customer expectations. The supply chain processs planning and control should be strengthened by ADMA management. Furthermore, ADMA management ought to keep developing a competitive infrastructure, utilizing global logistics, and matching supply and demand. In summary, the research findings suggest that raw material transportation has an impact on the supply chain of manufacturing businesses at ADMA based on an analysis of the data collected there. Conclusion: While ADMAs product quality and quantity are important competitive advantages in the market, the research shows that competitive transit times and dependable raw material suppliers that dont require longer than four weeks for delivery, depending on the source, should distinguish the ADMA supply chain. The transportation of raw materials is correlated with the supply chain of manufacturing industries at ADMA, according to research using the Pearson correlation.

A Study on Comparison of Quality Perceptions of Contractors and Customers in Flat-For-Land Projects

Quality is a subjective concept, varying from person to person, shaped by the extent to which individuals' expectationsof a product or service are met. In Turkey, the majority of residential properties are constructed through flat-for-landprojects. To ensure successful sales, contractors in such projects must determine customer expectations beforestarting construction. In other words, there should be a common quality perception between the contractor and thecustomer. This study aims to reveal whether there is an alignment between the quality perceptions of contractorsand customers who purchase residential properties. Within this scope, semi-structured interviews were conductedwith two different participant groups consisting of 9 contractors and 14 customers. Participants were asked to definea quality residence and specify the features that make a residence high quality. Through the interviews, six mainthemes and 18 sub-themes shaping participants' quality perceptions were identified. As a result, it was concluded thatthe themes of "Architectural Design," "Materials," and "Structural Stability" were common in the quality perceptionsof both groups.

UNDERSTANDING THE FACTORS INFLUENCING BLOCKCHAIN TECHNOLOGY ADOPTION IN MODERN ENTERPRISES

The research paper examines the factors influencing the adoption of blockchain technology in modern enterprises, focusing on both internal and external determinants. Conducted with a sample of 231 respondents from various industries, the study investigates how organizational culture, leadership support, technological infrastructure, training resources, communication, regulatory standards, competitive pressures, market maturity, partnerships, and customer expectations affect blockchain technology adoption. Using a quantitative methodology, data were collected through structured questionnaires, and hypotheses were tested using statistical techniques, including one-sample t-tests. The results reveal that internal factors such as organizational culture and leadership support significantly impact blockchain adoption. Concurrently, external factors like regulatory standards, competitive pressures, and customer demands also play a crucial role. The study highlights that organizations with supportive internal environments and those adept at navigating external pressures are more likely to successfully adopt blockchain technology. The findings suggest that a comprehensive approach, addressing both internal and external factors, is essential for effective blockchain integration. Implications for practice include the need for organizations to foster a supportive internal culture, ensure strong leadership, and stay responsive to external regulatory and market dynamics. Future research directions include exploring the long-term impact of blockchain adoption on organizational performance and investigating the integration of blockchain with other emerging technologies.

Шағын және орта кәсiпкерлiк субъектiлерiнде брендті позициялау стратегиясын қалыптастыру

With the economic growth and fierce competition in our country, it is not enough for SMEs to simply produce goods and services and offer them to the market to continue their existence. Market conditions are constantly changing due to globalization and changes in customer expectations. Due to changes in consumer expectations and strong competition, SMEs' continued existence requires them to create brand value and a strong brand image for their products. The brand ensures that the business and its goods and services are perceived differently from its competitors, due to the perception it creates in the minds of consumers. Brand positioning is defined as an effort to place a product/brand somewhere in the mind of the consumer. The aim of positioning is to place the brand in the mind of the consumer in order to maximize the potential benefit of the business. The purpose of this article is to theoretically analyze the formation of brand positioning strategy in small and medium-sized business entities and to contribute to domestic literature. In this work, the concept of small and medium business was first defined. The principles of brand positioning and marketing are theoretically defined. In addition, the use of social media and strategic positioning of small and medium-sized businesses was theoretically analyzed, and the principles of successful brand positioning were considered. The methods of systematization, deduction and induction of scientific literature were used in the research work.

Recent Trends in Life Insurance: Innovations, Challenges, and Implications

This research paper explores recent trends in the life insurance industry, focusing on innovations, challenges, and implications for insurers, consumers, and regulators. Drawing on a comprehensive review of literature, market analysis, and industry reports, the paper examines key trends shaping the landscape of life insurance in the digital age. It highlights the impact of technological advancements, changing consumer preferences, regulatory developments, and demographic shifts on product design, distribution channels, underwriting practices, and risk management strategies. The paper also discusses emerging opportunities and challenges for life insurers in addressing the evolving needs and expectations of customers, enhancing operational efficiency, and navigating regulatory complexities. Through a critical analysis of recent trends, the paper aims to provide insights into the future direction of the life insurance industry and inform stakeholders about potential strategies for sustainable growth and innovation.

PENGARUH CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION PADA ONLINE TRAVEL AGENT TIKET.COM

When customers receive a product or service from a business and they receive high value, then all problems thatarise between customer expectations and the actual product or service will be resolved. Currently, the aim of thisresearch is to determine whether customer value—defined as functional, emotional, and social value—has animpact on customer satisfaction related to the online travel agent Tiket.com. The type of analysis used wasquantitative analysis with a total of 104 respondents who met the sample criteria. Sample collection was carriedout using the Purposive Sampling technique combined with the Non Probability Sampling method. Data analysisin this study used SEM (Structural Equation Modeling) techniques based on PLS (Partial Lest Square). Researchfindings show that functional, emotional and social values have a significant and positive impact on customersatisfaction at online travel agent Tiket.com.Keywords: Customer Satisfaction, Customer Value, Emotional Value, Functional Value, Social Value

Using Artificial Intelligence with Big Data Analytics for Targeted Marketing Campaigns

Artificial intelligence (AI) presents vast potential for revolutionizing marketing practices. This paper explores the pivotal role of AI in enhancing information proliferation, data management, and algorithmic design within marketing domains. We analyze AI's transformative impact on brand-user interactions, highlighting its adaptability to diverse website natures and business types. By leveraging AI capabilities, marketers can prioritize customer-centric approaches, delivering real-time personalized experiences tailored to individual preferences. The integration of AI enables marketers to accurately target content and select channels based on dynamic data insights, fostering increased user engagement and conversion rates. In addition, AI facilitates competitive analysis by scrutinizing competitor campaigns and discerning customer expectations, thereby informing strategic decision-making processes. Within the area of AI, machine learning (ML) emerges as a powerful subset, enabling computers to autonomously analyze and interpret data, thus aiding marketers in efficiently solving complex problems. As ML algorithms continually learn and refine their performance with additional data inputs, they enhance accuracy and effectiveness over time. We sourced relevant articles on AI in marketing from various scholarly platforms such as Scopus, Google Scholar, and Research Gate to conduct this research. Through a comprehensive review of these articles, this paper elucidates the multifaceted applications of AI across diverse marketing segments, highlighting its transformative potential for the marketing sector. We identify and analyze critical applications of AI, offering valuable insights for researchers and practitioners looking to harness its capabilities in marketing contexts

A Journey of Retail banking in India

Retail banking serves as the most prominent interface between the banking sector and the general public. It encompasses the provision of a wide array of banking products and services specifically tailored for individual customers, typically for non-entrepreneurial purposes. These offerings span across both sides of the financial ledger, encompassing fixed, current, and savings accounts on the liability side, while on the asset side, it encompasses mortgages and various forms of loans (including personal, housing, automotive, and educational loans). Furthermore, retail banking extends to include services such as credit cards, depository services, and an array of supplementary para-banking products and services, including insurance products and capital market offerings, tailored to meet the diverse needs of individuals. In essence, retail banking represents a pivotal stage in the evolution of banking services. While this sector presents substantial opportunities for expansion, it is equally accompanied by formidable challenges. Stringent regulatory requirements aimed at safeguarding consumer interests, exposure to risks stemming from a global economic slowdown, and the ever-growing expectations of customers necessitate continual innovation by banks for sustained growth. This article delves into various facets of retail banking in India, with a primary focus on the challenges it faces and the most recent trends that shape its landscape.

Analisis Perbaikan Kualitas Pelayanan Jasa Penyewaan Gudang Menggunakan Metode Service Quality dan Importance Performance Analysis

Service quality is crucial for companies in the service sector, directly impacting customer satisfaction. PT BLI, a company offering TPS warehouse rental services, is facing issues with a low influx of containers and customer complaints. This research aims to analyze the service quality at PT BLI's warehouse storage section using the Servqual method, which encompasses five quality dimensions and 24 attributes, followed by Importance Performance Analysis (IPA) to identify attributes that require immediate improvement. The Servqual analysis revealed that 10 attributes of PT BLI's service quality do not meet customer expectations. Through IPA, five attributes were identified as high-priority for improvement: the safety of goods in the warehouse (gap of -0.07), the informativeness of employee service regarding activity updates (gap of -0.14), the speed of employees in processing goods in and out of the LCL warehouse (gap of -0.34), the ability of employees to understand consumer needs (gap of -0.01), and the communication skills of employees in providing excellent service (gap of -0.32). Addressing these critical service quality gaps will help PT BLI enhance customer satisfaction, reduce complaints, and potentially increase the number of incoming containers, positively impacting the company's standing in the warehouse rental industry.

The Effect of Service Quality on Customer Satisfaction at Apeng Auto Service Workshop Using the Potential Gain in Customer Value Method

Bengkel Apeng Auto Service operates as a provider of motor vehicle service, encompassing not only repairs but also offering oil changes and car washing services. Situated at Jl. Imam Bonjol no.7, Geluran, Taman District, Sidoarjo Regency, this establishment is equipped to address various mechanical and body-related issues in automobiles. Furthermore, it provides both new and used spare parts. This study employs a customer-centric potential gain approach to pinpoint attributes contributing to decreased customer satisfaction. Additionally, there exists one attribute with the lowest PGCV index, indicating satisfaction aligns with customer expectations; however, this doesn't rule out the potential for improvement, as evidenced by a PGCV index value of less than 10.5. The first attribute, E2 - Mechanic's Attention to Customer Preferences, holds a PGCV index of 10.46, while the second attribute, RE3 - Information about Product Sales to Customers, has a PGCV index of 10.27. It is advisable for Bengkel Apeng Auto to periodically assess their service quality to identify potentially dissatisfactory aspects from customers' perspectives. This practice enables the implementation of corrective measures to enhance customer satisfaction levels.

Analysis of Service Quality Level of Financing in Bank BTN Syariah Using the Fuzzy SERVQUAL Method (Case Study: Financing Unit of Bank BTN Syariah Balikpapan Branch)

Bank Tabungan Negara (BTN) Balikpapan is a financial institution that collects funds from the public and channels them in the form of credit. The objective of this research is to measure the service quality at Bank BTN Syariah Balikpapan using the SERVQUAL, conduct an analysis using the Fuzzy method to obtain single values that represent each attribute of perceptions and expectations, and formulate improvement proposals to enhance the quality of financing services. The highest gap was found in attribute Q1 "Adequate equipment and technology" with a Gap value of 20.66 (137.38%), while the lowest gap in service quality was found in attribute Q21 "Employees who provide personal attention to customers" with a gap value of -48.51 (38.60%). This indicates that attribute Q21 is an important aspect that needs improvement due to the negative gap between customer expectations and perceptions. Furthermore, the overall measurement of service quality in the financing unit yielded an average gap value of -0.77 (Good Enough). Based on the fuzzy Servqual method, several attributes with the lowest negative gaps in the service quality of Bank BTN Syariah were identified. Proposed improvements include conducting Experiential Training to enhance personal relationship approach with customers, adding training with banking knowledge content to improve the financing process, and providing additional rewards to employees who achieve the desired improvements in service.

Farmer Satisfaction with Financing Services at Sharia Microfinance Institutions Agribusiness (Sharia MFI-A)

The total share of financing for the agricultural sector from financial institutions in Indonesia is still relatively low. It is because the agriculture sector is considered high-risk and not bankable. Even though the demand for financing from the agricultural sector is very high. Sharia MFI-A is a financing institution friendly to farmers because it has Sharia principles and shares risks. The loyalty of its customers determines the sustainability of this business. Service quality and customer expectation are affect customer satisfaction. This study aims to analyze service attributes considered necessary by customers and customer satisfaction to financing services at Sharia MFI-A. This research was conducted in West Sumatra, a province famous for its local principles of “Adat basandi sayarak, syarak basandi kitabullah”. The research was conducted on Sharia MFI-A namely in Agam Regency. The respondents were farmers who received financing in 2022. Five variables were observed: tangible, reliability, responsiveness, assurance, and empathy and measured using the Likert scale. Data analysis used Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results showed that CSI’s score on Sharia MFI-A services is 88.28%, including the range of very satisfied criteria. Customers expressed very satisfaction with the performance of Sharia MFI-A services because the office is clean and comfortable, fast and friendly service, guaranteed customer confidentiality, and proft sharing transparency. This is by the principles of sharia services, namely fairness, and honesty in transactions ('adl wa tawazun), maslahah, and does not contain gharar and riba. Customer satisfaction with the services will affect farmers' loyalty to utilizing financing services from Sharia MFI-A in the future.

CRITICAL ROLES IN BALANCING CUSTOMER EXPECTATIONS AND SOFTWARE PRODUCT DEVELOPMENT: A BUSINESS PERSPECTIVE

In the quest for organisational agility in product development, critical roles emerge as vital connectors between client expectations and organisational capabilities. This paper explores the dynamic interplay of roles like product owners, innovation champions, and cross-functional teams in aligning innovation, technology, and people to meet customer demands. These roles serve as vital connectors, bridging the gap between customer expectations and product development constraints. Within the context of business agility and Agile methodologies, they orchestrate a harmonious balance that fuels innovation, enhances customer satisfaction, and ensures success in today's rapidly evolving business landscape. By fostering a culture of adaptability and collaboration, by fostering a culture of adaptability, collaboration, and responsiveness, organisations can enhance their ability to satisfy customers' evolving needs while ensuring the efficient execution of product development processes.

Making Decisions About Purchases Based on Varying Consumer Behavior Concerning Product Quality Evaluations

The purpose of this study was to determine how consumer behavior and product quality influence purchasing decisions. The subject of this research is UD Putra TS Majalengka West Java, which is a company engaged in fashion in Majalengka. The analysis technique uses a bootstrapping resampling process to determine the hypothesis using SEM-PLS using a second-order approach. The results of this study indicate that consumer behavior and product quality are the two most important factors in influencing consumer choice. Customer behavior significantly influences the final purchase decision, with cultural influences being the most influential force. Culture includes values, norms, beliefs, and practices that influence individuals and groups. Factors such as product preferences, communication styles, decision-making processes, and customer expectations influence customer behavior. To maintain profitability and market share, manufacturers must consider factors such as product quality, features, and price. Belief in product excellence increases the likelihood of purchase and can increase sales volume by maintaining quality and innovating. Measuring consumer behavior, product quality, and purchasing decisions is expected to use different indicators to be able to compare research results