Customer Feels Research Articles

DESIGN, ANALYSIS AND IMPLEMENTATION OF GEOLOCATION BASED EMOTION DETECTION TECHNIQUE OVER TWITTER DATA

It has been a topic of utmost importance to researchers that emotions of public has a direct impact on various social science problems such as politics, online business and so on. With emotion analysis, we can bring sensitivity to analytics and stay attuned to the feelings of customers during chat sessions, track social media reactions to a press releases, or gauge the public outlook on financial news. In order to meet these need we create a system for analyzing moods of tweets on any topic trending on twitter.com. We collected 1. 3 × 10^3 emotional tweets, and then these were annotated for emotion, geographic location. Bayes classifier has been used for analysis.

Logistics service design for cross-border E-commerce using Kansei engineering with text-mining-based online content analysis

With the rapid development of cross-border e-commerce, the demand for and importance of cross-border logistics service (CBLS) also increase. A satisfactory CBLS can help promote business activities in cross-border e-commerce. Because customers’ logistical needs are increasingly complex and the logistics market is increasingly competitive, a CBLS provider has to be devoted to continually improving and differentiating services to maintain its competitive advantage. Kansei engineering (KE) is an approach to design the elements which satisfy customers’ affective and emotional perceptions into services and products. In this study, the KE approach is applied to derive ideas for the development of CBLS. For this purpose, Partial Least Squares (PLS) is used to analyze the relationships between the feelings of customers and service elements of CBLS. Moreover, this study demonstrates the applications of text mining techniques to analyze the online contents regarding CBLS. Online content mining assists in identifying the service elements and Kansei words for CBLS. Importantly, the relationship between the feelings of customers and service elements of CBLS obtained by online content mining provides complementary results for CBLS design.Relevance to industry: this study offers an exemplification on applying the integration of Kansei engineering and online content analysis to obtain ideas for the process Kansei design in service industry. Our findings imply that in addition to conventional customer survey, user generated online content analysis should be effective way of catching customer-oriented design elements; they provide complementary effects for Kansei design.

Metodologija mjerenja zadovoljstva logističkim uslugama

The article deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation which is based on the directly and indirectly measurable characteristics. Researched characteristics result from the customer feelings, wishes, requirements and the experiences of experts which studied the answers from the questionnaire survey. Answers from the questionnaire survey evaluate the quality of logistics services and the importance of evaluation criteria. Objective quality evaluation is verified by the methods for measuring the customer satisfaction. These methods for determining the weights of selected criteria ware verified on the basis of proposed flowchart as well.

Relation between sensory analysis and rheology of body lotions.

Evaluation of sensory attributes of cosmetic products is traditionally based on sensory panels. However, in some cases, a suitable candidate method that can reduce time and costs is the use of instrumental analysis that can detect relatively very small changes of entry ingredients. Such approach has been already applied for emollients, salt content, stabilizers, etc. The aim of this contribution is to apply the relations between sensory analysis and rheology to a series of body lotions differing in the contents of emulsifiers and viscosity regulators. Sensory and rheological analyses are related. Rheological analysis can represent a good alternative to basic orientation in chosen customer's feelings. A rotational rheometer is the only instrumental device required for the measurements. An empirical rheological model was proposed by means of which the selected sensory attributes were evaluated using the numerical values of adjustable model parameters. This approach exhibited a very good agreement with the results obtained by the sensory panel. It was shown that a description of chosen sensory attributes can be responsibly carried out by rheological measurements, that is through the attained numerical values of the parameters appearing in a proposed empirical model characterizing shear viscosity of body lotions.

A new usability evaluation approach for touch screen mobile devices

Satisfaction of new expectations such as product usability and customer feelings are increasing the value of mobile electronic devices. In this study, cell phones, which are widely used among all touch screen mobile devices, are selected and various features which affect the usability of these products are researched in analytical network process (ANP)-technique for order preference by similarity to ideal solution-based (TOPSIS) Taguchi method. With the participation of fifteen subjects, usability tests are performed for four equivalent brands of touch screen phones. The relationships and interactions between the criteria affecting the usability of the touch screen phones and the results of the questionnaires are evaluated by ANP. Also, ANP is combined into TOPSIS-based Taguchi method and the most usable touch screen mobile phones with respect to optimal criteria levels are determined with a proposed integrated approach. This study helps the touch screen mobile phone designers focus on the usability that contribute most to the desirable product options. The proposed ANP-TOPSIS-based Taguchi method provides an effective way for facilitating the consumer oriented touch screen mobile phone design process.

Listening to the consumer's voice in website analytics

Usability studies coupled with the 'think aloud' protocol allow firms and researchers to gain insights into people's web browsing experience. The purpose of this exploratory study is to gain additional insights into the customer perceptions of the webpage experience. Thirty respondents browsed restaurant webpages while using the 'think aloud' protocol. Three major themes that emerged from the analysis are: 1 respondents create future experiences through their interactions with the website; 2 Servicescapes have a large influence on respondents' decision to patronise the restaurant; 3 customer interface plays a multidimensional role in influencing customers' choices. The usability studies revealed customer thoughts and feelings that might be missed if other internet research methodologies were utilised. Usability studies do not replace these methods, but they do have a place within the large arsenal of internet research methodologies.

Impact of marketing channel caused by relationship marketing of online social network

A large number of online social communities have been founded on the internet. Most people, in such online social communities, develop good relationships, believe in each other and share business experiences. Relationship marketing, based on online social network, becomes an important marketing channel. Based on the survey of customers of Changzhou Yuexing Furniture Global Harbor (CYFGH), the relationship between customer loyalty and relationship marketing are examined. The results show that, improvements of interaction frequency between suppliers and customers, as well as professional knowledge of suppliers, can advance relationship quality between suppliers and customers, which will enhance customer loyalty indirectly. In addition, the stronger customer feeling is, the better relationship quality will be. Once suppliers develop good relationship quality with their customers, customers will share their business experiences with others, and suppliers will not only retain existing customers, but also will obtain potential customers through online social communities.

Competitive Strategy of Banking Industry (Studies in Bengkulu Province)

The purpose of this study examines the competitive strategies tested the banking industry in the province of Bengkulu. Issues raised in this study is the extent the competitive strategy of banking and can ultimately increased customer. The aim to be achieved is to know what strategies can be applied. The analysis tool is to use qualitative paradigm mapping descriptive with banks in the province of Bengkulu with cluster analysis. Data collection method used in this study was secondary data collection and in-depth interviews. The results of this study conducted that the application of competitive strategy of Bank Rakyat Indonesia, Bank Mandiri, Bank Bengkulu and market penetration strategy was by opening a branch office network and cash office assistant sub-district area are yielded positive results. From the aspect of services offered, the customer feels that the diversification of services has been able to meet customer needs. The aspect of competitive strategy, distribution aspects of a positive assessment, especially the ease of access, is felt more quickly. Customers feel that the branch offices is still lack, particularly for the Bank are classified as market followers. Customers feel that the promotion is still lacking, particularly those Bank whose branches or cash office in the area. The strategy that may be used is a segmentation strategy, developing target market, and positioning.

Guilt no longer a sin: the effect of guilt in the service recovery paradox

Purpose– Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However, thus far there has been little research on the cause of this phenomenon. Accordingly, the purpose of this paper is to explore the effect of “guilt” emotions in the context of consumer service.Design/methodology/approach– Three experiments were conducted to test the hypotheses. Data were collected from 532 undergraduate, graduate students and the general people.Findings– The results of the experiments demonstrate that if customers are compensated for service failures by receiving better than anticipated service, they will commonly experience feelings of “guilt.” In an attempt to alleviate this guilt, customers will project their feelings in evaluating a company, and will rate their customer satisfaction more highly. In doing so, the customer feels relief in reciprocating the kindness of the firm; in this way, the firm wins over the customer’s heart.Originality/value– This is one of the first studies to discuss the effect of guilt in the SRP effect. This research shows that relying on the emotion of “guilt” for receiving exceptional service helps companies to overcome service failures and successfully rebuild their relationships with customers.

Applying Kansei engineering to design logistics services – A case of home delivery service

Home delivery service (HDS) has grown fast in recent years because more and more customers engage in Internet and television shopping. Moreover, due to the rising competition in the HDS sector, service providers need to put more concentration on the continual improvement and differentiation of service to maintain the competitive advantage. After experiencing the current services, customers are always expecting the new ones. Thus, the idea of new service design never ends. Designers always have to insight into the real feelings of customers so that they could design the new service, which is able to meet customers' expectation. Kansei engineering is a means to transform real voices of customers into the product and service design. This method is able to quantify the relationship between feelings represented by simple words and design elements. In this study, the Partial Least Square (PLS) is used to analyze the relationships between the real feelings of customers and characteristics of HDS. Finally, this study combines those characteristics, which are strongly related to important feelings, to obtain the original idea of new design of HDS. Relevance to industryAs stated in this abstract, our study offers an exemplification on applying Kansei engineering to design service in service industries. Specifically, along with the application of Kansei engineering, the research findings offer a technique for service design of service industries.

Opinion Mining: A Survey

Opining mining has gained high level focus in business and commercial fields. The opinions are considered as valuable data. Opinions are customer reviews, comments and feelings and collected from web forums, websites, and user groups which are posted by thousands of end users and also recorded manually. The collected opinions are processed by various techniques, algorithms, methods and software tools in order to extract the meaning from them. Extraction of meaningful information from opinions is given more importance in the field of business analytics. This entire process is popularly known as opinion mining or sentiment analysis and they are used in industries to develop quality of services, products. This article is an outcome of a study which made on various sub tasks, approaches, methods and techniques involved and applied in opinion mining.

Determining Persian Carpet Design And Technical Specifications By Quality Function Deployment (Qfd) And Kansei Engineering

Abstract. Iran’s hand-woven rug (carpet, farsh, qali) has been in special and fine place from the past to present. Hand-woven rug production in Iran due to variations in plot and map, much experiences, professional weavers and artist has been possesses a distinguished place in the world, so that the world knows carpet with the name of Iran. But unfortunately has lost its place in cross-border and domestic market due to several different factors. Among the factors of reduction of domestic market are Lack of attention to the customer's tastes and feelings and needs of customers. Carpet industry as one of the oldest Iranian industry should have special concern to customers’ tastes and feelings, therefore always there is different solutions for hearing the so called “customer’s voice”. Among these solutions could refer to Kansei engineering which has a significant role in the identification of feelings and needs of customers. Also, there is another solution called “Quality Function Deployment” that allows the ability of introducing technical and quality requirements and also communication between customers’ voice and engineering’s voice. In this research by using of Kansei engineering technique and taking advantage of the opinions and experiences of experts and professionals identified needs and feelings of customers. Then by using of AHP (analytic hierarchy process) method paid to weighing and prioritizes the needs and demands of customers. In the next step by collecting technical and quality requirements and taking advantage of Quality Function Deployment (QFD) technique established the communication between customer’s voice and engineering’s voice that result of this issue was the identification of technical and quality requirements such as much labor and fine map, using of popular and updated map, coordinating colors used in the map and strong loom and prioritize them.

Design of Innovative Alarm Clock Made from Bamboo with Kansei Engineering Approach

Formerly, “Othok-othok” bamboo traditional toy and alarm clock have high sales, but as the impact of modern product development, both of the sales was decrease. The innovation of alarm clock that made from bamboo as the source of sound is the one alternative solution of a declining both product. Kansei Engineering method was used to convert the feeling and the imagination of customers into design parameters. The result of this research is an innovative alarm clock that satisfying psychological customer feeling.

Study Of The Role Of Relationship Management With Electronic Customers On Customer Orientation (Case Study Of City Bank Branches Across Region 1 Of Tehran City)

Abstract. Since success of relationship management with electronic customers is only achievable through regular programming commensurate with environment therefore, the purpose of this study is to study the role of relationship management with electronic customers on customer orientation in different branches of City Bank across region 1 of Tehran city. Research statistics population consists of all of the personnel of City Bank across region 1 of Tehran city from whom 250 of the customers were selected incidentally and by means of coverage method and questionnaire instruments were tested. The findings were analyzed and examined by the use of SPSS software and coefficient test tools. Research findings show that there is a positive and meaningful relation between E-CRM and customer-orientation. There is also meaningful and positive relation in between E-CRM and customer-orientation indicators such as provided services, cost of the provided services, understanding customer feelings according to the level of meaningfulness obtained from Pearson Test.

RECOMMENDATIONS FOR DEVELOPMENT OF ONLINE BOOKSTORE IN INDONESIA: A REVIEW FROM WRITER’S PERSPECTIVE

One of the problem when buying books via online transaction in Indonesia is the lack of book preview facility. In this situation the phenomenon of &#34buying a pig in a poke&#34 is very possible to occur. Moreover, the customer feels disapointed when the book she/he purchases is unavailable. The classical reason usually given is the book stock is not available anymore, because it is discontinued from its supplier. Nevertheless, at the time on the display window the book stock may be &#34in stock&#34 and the customer is enabled to do the ordering and payment process. This study presents some important recommendations which are expected to help online bookstore developers in Indonesia in order to improve the quality of their services.

Possibilities of using ICT for increase of customer feeling of exceptionality

Accession of the Internet undoubtedly has contributed to the shift of marketing activities. With the increasing availability and wealth of online information customers become more knowledgeable and sophisticated. If a company wants to keep its customers in long term, it must offer something more than an “ordinary” product, which has comparable substitutes in tens of other companies.At first it is necessary to identify customers behavior and thinking. Observation of his/her preferences of a demanded product line discovers products playing the key role from his/her point of view. We use methodical tools for this purpose e.g. CRM systems, Business Intelligence etc. Over gained metrics from data in data warehouses (observation subsystem) we make evaluations according to various criteria (subsystem of evaluation). In this report we methodically open up not just e.g. data mining technologies, but also based on aggregated data we infer e.g. consumer’s trends.The goal of the article is to point out suitable instruments which enable to create interaction with customers, where they’ll be able to participate in creation products of their own. The Internet seems as a perfect communication channel for this interaction. Web application will consist of solution of an observation subsystem as a database application and of evaluation subsystem as the application of a row of methods e.g. multicriteria evaluation. Web applications feedback effect leads into knowledge of selected customer’s characteristics, which enables to offer him/her among others a special line of standard products.By creating a disposable web application it’s possible e.g. to offer customers absolutely common products with different visual angle. Thanks to gained information and knowledge we divide customers into groups and then target on them specifically.

Detection and Scoring of Internet Slangs for Sentiment Analysis Using SentiWordNet

The online information explosion has created great challenges and opportunities for both information producers and consumers. Understanding customer's feelings, perceptions and satisfaction is a key performance indicator for running successful business. Sentiment analysis is the digital recognition of public opinions, feelings, emotions and attitudes. People express their views about products, events or services using social networking services. These reviewers excessively use Slangs and acronyms to express their views. Therefore, Slang's analysis is essential for sentiment recognition. This paper presents a framework for detection and scoring of Internet Slangs (DSIS) using SentiWordNet in conjunction with other lexical resources. The comparative results show that proposed system outperforms the existing systems. (Fazal Masud Kundi, Shakeel Ahmad, Aurangzeb Khan, Muhammad Zubair Asghar. Detection and Scoring of Internet Slangs for Sentiment Analysis Using SentiWordNet. Life Sci J 2014;11(9):66-72). (ISSN:1097-8135). http://www.lifesciencesite.com . 10

An Interactive System Based on Kansei Engineering to Support Clothing Design Process

Kansei Engineering was regarded as a technology to translate a customer's feeling of the product to the design elements. In this study an interactive system was constructed on the base of Kansei Engineering to support clothing design process. As a core content and foundation, knowledge base is developed by varied methods such as Kansei engineering method and analytic hierarchy process. When the Kansei word is input, the image can be characterized and formalized by requirement process. The clothing in the proper fuzzy set can be selected and recommended. The designer can make evaluation and ranking and then input the results into the clothing recommendation model. In the end, an interactive system for men's suit was used as a case study to show the application.

럭셔리 브랜드 마케팅 활동이 고객기반 브랜드 자산 형성에 미치는 영향

The recent entry and heated competition of numerous fashion brands in the luxury fashion market have all compelled luxury businesses to change. The issue of brand equity has emerged as one of the most critical areas for luxury marketing management. Despite strong interest in the subject, there is little evidence of how brand equity is created by marketing activities and what their effects are. This study identifies the effects of luxury marketing activities on the brand equity of luxury items, utilizing Keller's (2001) 'CBBE (Customer Based Brand Equity) Model' as a theoretical framework. Based on literature review, a conceptual model for brand signature, heritage, premium price, controlled distribution, and promotion on customers' view on brand equity was tested. To test the hypothesized building paths of luxury brand equity, statistical analysis were performed with an AMOS 7.0 program using a confirmatory factor analysis and structural equation model. The results were: First, luxury brand equity was defined in terms of four components (brand awareness/association, customer judgment, customer feeling, and customer-brand resonance). Second, the proposed conceptual framework of this study was partially significant. We can provide an effectiveness of Keller's CBBE model to conceptualize the building process of luxury brand equity; subsequently, marketers should develop core elements to position a brand strategy to create a competitive advantage.

Requirement elicitation in product emotional design using fuzzy clustering and fuzzy cognitive model

Customer’s emotional requirements get more and more attention in the product development. While this has been addressed by technologies, like kansei engineering, the difficulty remains in handling the differences of an individual kansei. This cognitive dissonance commonly occurs in interactions between design domain and consumer domain. Correct understanding of customer feelings and subsequently relating them to product design elements is helpful for improving design quality. This article proposes a fuzzy cognitive model to establish synesthesia between customer and designer. The novel model can improve the accuracy of requirement transmission and assist design activities. The feasibility of this method is verified by an example of mobile phone. It will find application in product conceptual design and evaluation.