Customers Of Company Research Articles

Evaluating customer satisfaction in digital services companies: challenges and opportunities

This study investigates the factors that influence customer satisfaction in the dynamic landscape of digital service companies. The research addresses the growing need to understand customer perceptions in this rapidly evolving market, where traditional approaches to customer satisfaction may not fully capture the complexities of digital experiences. The study aims to identify the key factors that contribute to customer satisfaction in digital service companies, exploring the impact of factors such as ease of use, security, and customer support. A quantitative methodology, using surveys and statistical analysis, was used to collect and analyze data from a sample of customers of digital service companies. The results reveal that although customers highly value ease of use, speed of transactions, and security, other factors such as clear presentation of information and access to additional services also play a significant role in shaping their overall satisfaction. The study concludes that understanding and addressing these diverse customer needs is crucial for digital service companies to improve customer experience, foster loyalty, and maintain a competitive advantage in the digital marketplace.

Digital Transformation Governance Model and Implications for Cosmetic Companies: A Case Study of LOreal

Abstract: As digital technology advances, more companies are undergoing digital transformation, leading to benefits and profits. The cosmetics industry is also following this trend. This study aims to explore the governance model of cosmetic companies during digital transformation and its impact on the development of the industry, using LOreal as a case study for in-depth analysis. By examining LOreals digital transformation case study, this paper reveals the key initiatives and impacts of digital transformation in the cosmetics industry. Specifically, the paper examines LOreals digital transformation initiatives in virtual reality applications, supply chain and operations optimisation, e-commerce platforms and AI product innovation, and analyses the positive impact of these initiatives on the company's business, customer experience and market performance. The study also offers some recommendations for cosmetic companies to address the challenges and risks that may arise during the digital transformation process. By analysing LOreals digital transformation experience in depth, this paper provides a valuable reference for the cosmetics industry to guide other companies to succeed in digital transformation and enhance the overall competitiveness of the industry.

The Influence of Perceived Value, Service Quality on Customer Loyalty Mediated by Corporate Image

Perceived value an important role in marketing strategies that can be implemented by the banking industry by providing the best facilities for its customers to be able to provide trust, experience of the services provided so that the company's image increases and customers become loyal to the industry. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 100 male and female BCA bank customer respondents aged 17-50 years and domiciled in Central Jakarta. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that 7 hypotheses submitted were accepted, and the perceived value variable has the greatest direct influence on the company's image. Then the greatest indirect influence is the company's image with perceived value and customer loyalty. This study contributes to the company in maintaining and improving the company's image can be seen from several consumer complaint factors optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

The Influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction With the Government’s Role as Moderator (Study on the company PT PLN Indonesia)

This study aims to analyze how the influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction with the Government’s Role as moderating. The object of research used is the BlueChip Company Customer PT PLN Persero Indonesia. The sampling technique used was the Saturated Sampling technique. The data analysis used is the Structural Equation Model (SEM) method or Structural Equation Modeling with the WarpPLS approach. The results showed that: CSR (X1) has a significant positive effect on Customer Satisfaction (Y1). Company Reputation (X2) has no significant effect on Customer Satisfaction (Y1). Service Quality (X3) has a significant positive effect on Customer Satisfaction (Y1). The moderating effect of the government’s role on the relationship between CSR and customer satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Company Reputation and Customer Satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Service Quality and Customer Satisfaction is significant. The originality of this research is the modeling of the customer satisfaction variable by involving CSR, Company Reputation, and Service Quality as independent variables and the Government Role variable as a moderating variable in monopolistic companies in Indonesia.

Implementation of Chatbot Artificial Intelligence in a Company Website to Improve Customer Service Automatically Using the TF-IDF Method

In today's digital age, improving customer service is one of the keys to business success. Successfully retaining and attracting new customers is a challenge that must be faced. The application of chatbot technology powered by artificial intelligence (AI) on business websites has been proven to provide more efficient and responsive customer service. This research aims to develop and implement an AI chatbot that uses the TF-IDF (Term Frequency-Inverse Document Frequency) method to automatically understand and answer customer queries. The TF-IDF method is used to extract key features from the text of customer questions and match them with the most relevant answers in the database. The results of implementing this AI chatbot showed a significant improvement in the speed and quality of customer service responses, thus helping to improve customer satisfaction and company performance. This research provides valuable insights for businesses looking to integrate AI technology into their customer service strategy.

Relative importance of competing marketing strategies on different customer metrics: a meta-analytic review of customer equity drivers

Purpose This meta-analytic study aims to generalize the impacts of three customer equity drivers (CEDs), including value equity (VE), brand equity (BE) and relationship equity (RE), on different customer metrics (e.g. loyalty, word of mouth [WoM] and satisfaction); examine the relative importance of CEDs on customer metrics; and explore boundary conditions, considering geographic and methodological characteristics. Design/methodology/approach This study used a meta-analytic approach, collected and coded 85 articles published between 2001 and 2022. After some exclusions, the authors used 272 observations (average of individuals’ sample M = 1,015, min = 10, max = 8,924). Findings The generalized effects of VE, BE, and RE on the selected customer metrics are positive. However, the importance of each CED differs for WoM and social equity. Between VE and BE, BE correlates more with WoM. RE correlates more with social equity than VE and BE That is, RE is effective in both WoM and social equity. In addition, the impacts of the CEDs on customer loyalty vary across multiple geographic and methodological characteristics. For example, the impacts of VE and RE on loyalty are stronger in more individualistic, more masculine, long-term orientation or more restraint cultures. Research limitations/implications While the authors examined VE, BE and RE as the most important marketing strategies, there might be other types of CEDs, such as interactions with others (e.g. employees and customers). Interactions with others at any touchpoints along the customer journey are important experiences (Lemon and Verhoef, 2016). Second, the authors limited the customer metrics to customer loyalty, WoM, customer satisfaction, customer trust and social equity. Practical implications The magnitudes of VE, BE and RE differ across the three customer metrics. Compared with VE, BE symbolizes customers’ identity, status and extended self, which motivates WoM. Compared with VE and BE, RE convinces customers of companies’ actions in social equity such as corporate social responsibilities. Originality/value The meta-analysis resolves the issue of inconsistent impacts of CEDs across studies. Moreover, including CEDs in a model provides insight into these strategies’ relative importance when considering different marketing objectives. Finally, this study enriches understanding of the boundary conditions on the CEDs–loyalty link.

Top-up Frequency Forecasting for Lao Telecommunication Company Using Time-Series Analysis

The study aimed to forecast the top-up frequency for Lao Telecommunication Company (LTC) customers using time-series analysis. Accurate forecasts help the company optimize resource allocation, improve customer service, and boost revenue by anticipating customer demand. The time-series analysis techniques are employed, such as autoregressive integrated moving average (ARIMA), seasonal autoregressive integrated moving average + exogenous variables (SARIMAX) and exponential smoothing (ETS) models, to analyze historical top-up data. The data is pre-processed, identified patterns, and trained the model to forecast future top-up frequencies. The model's predictions closely aligned with the actual data, indicating its effectiveness. The ARIMA model produced reliable forecasts for short-term top-up frequencies, showing the best performance overall with the lowest RMSE and MAE, and a positive R-squared indicating some ability to explain the data. SARIMAX and EST both perform poorly, with very high RMSE and MAE, and negative R-squared values. The results demonstrated that time-series analysis could enhance decision-making in the telecommunications industry by enabling better forecasting of customer behavior. This helps in optimizing marketing strategies, inventory management, and service availability.

The impact of social and environmental responsibility on the reputation and trust of customers of telecommunications companies in Egypt

The impact of social and environmental responsibility on the reputation and trust of customers of telecommunications companies in Egypt

The Impact of Sales Promotion Programs on the Loyalty of Saudi Telecom Company Customers STC

This study investigates the impact of sales promotion programs on customer loyalty in the context of the Saudi Telecom Company STC. Utilizing data from 457 respondents, the research examines the role of different types of sales promotions, the frequency of promotions, promotional communication channels, and seasonal promotions on customer retention and satisfaction. The findings reveal a significant positive relationship between frequent and well-structured sales promotions and customer loyalty, with a β value of 0.914 for the frequency of promotions. While promotional communication channels showed a moderate influence (β = 0.592), seasonal promotions played a strong role in driving repeat purchasing behavior (β = 0.768). Customer retention and interaction with loyalty programs were also shown to be critical intermediary factors that mediate the effect of sales promotions on loyalty. The study confirms that well-designed promotional programs and consistent communication efforts can significantly enhance customer retention and satisfaction. Limitations and recommendations for future research are discussed, including the need for cross-industry studies and the exploration of digital and personalized promotional strategies.

Legal Concept of Cyber Risk Insurance Contract

Business companies are at an unconventional and non-material risk that threatens their business reputation or brand potential in the market. (Cyber Risk), so insurance companies have introduced specialized insurance contracts designed to mitigate the impact of this devastating risk. The need for commercial companies to purchase cyber risk insurance policies has recently increased due to persistent and increasing threats to their operating systems containing the company's database and customers. It has become necessary for businesses to take note of how the cyber risk policy can be covered. At the same time, it is difficult to identify common exceptions in cyber risk insurance contracts because it is relatively recent. In addition, there is a kind of confusion between the insurance contract of cyber risk and some contracts that you may suspect on the other hand.

Factors Affecting for Using Services of Mobile Phone Network for Customer of the Lao Telecommunications Company, Oudomxay Province

The purpose of this study was1) to study the situationof customers using mobile phone network services of Lao Telecommunications Company, 2) to studythe significantbetween customers andthe mobile network of Lao Telecommunications Company, 3) to findout the factors affecting customer's loyalty to the mobile phone network service of Lao Telecommunication Public Company.It was a quantitative research with the target group being customers who use the service through the mobile phone network of customers of Lao Telecommunications Company in Uodomxay province, used402 sample group and questionnaires were usedto collect data and analyzedthe data by usingSPSS program. The results found that most of the users of the Lao Telephony network service wereusing the Internet (Data), spending 50,000-100,000 kip per month, the period of using the number is more than 2 years. The important aspects in makinga relationship with Lao Telecom customers are marketing promotion, service process, customer monitoring, administration, communication between customers, and partnership which are in the high level. Factors affecting customers' loyalty to Lao Telecommunication Public Company's mobile network services include repeat service use factors, referral factors, and non-switching network factors with a statistical significancelevel of 0.01

Gendered financial & nutritional benefits from access to pay-as-you-go LPG for cooking in an informal settlement in Nairobi, Kenya

This study investigates the association between adoption of pay-as-you-go (PAYG) liquefied petroleum gas (LPG), an emerging alternative to full cylinder LPG, and women's economic empowerment in an informal settlement in Nairobi, Kenya. From December 2021-January 2022, 293 customers of a PAYG LPG company (PayGo Energy) were surveyed on their cooking patterns, financial savings and shifts in dietary behaviors following uptake of the technology. Among PayGo Energy customers that previously cooked only with polluting fuels (N = 78; 27 % of customers), daily cooking time was reduced by an average of 42 min/day; 82 % of PayGo Energy customers that previously cooked with full cylinder LPG (N = 216; 73 % of customers) also decreased their cooking time (average of 20 min/day) when switching to PAYG LPG. The majority (58 %; N = 70) of female household heads took on additional employment after switching to PAYG LPG, compared with 36 % (N = 55) of females living in male-headed households. Among female household heads, the proportion of informal sector workers earning wages on an irregular (71 %) or daily basis (61 %) that took on new income-generating activities after transitioning to PAYG LPG was over 20 % higher than those earning monthly salaries (39 %). Increased dietary diversity and consumption of protein-rich foods (legumes, meat, fish) from cooking with PAYG LPG was reported by 15 % of female household heads compared with 5 % of those living in male-headed households. While nearly three-quarters (73 %) of PayGo Energy customers would recommend the service to others because of the added convenience it provides, only one-third (29 %) reported associated health benefits as a key reason for promoting use of PAYG LPG to community members. Female household heads were more likely than non-household heads to be socioeconomically empowered when adopting PAYG LPG, illustrating that women's agency may influence the associated benefits of clean energy transitions. Nonetheless, the time savings reported by nearly all women who switched to PAYG LPG for cooking suggests that promoting the increased convenience of cooking with PAYG LPG may be useful for accelerating its adoption..

Service Robots Acceptance among Customers of Insurance Companies: An Application of Service Robot Acceptance Model

Drawing from the Service Robot Acceptance Model (sRAM), this paper investigates the acceptance of service robots among customers of Nepalese insurance companies. Using a cross-sectional survey design, data were collected from 243 customers of insurance companies through purposive sampling. Hypotheses were tested using Partial Least Squares Structural Equation Modelling (PLS-SEM). This paper found that Perceived Ease of Use (PEOU), Perceived Usefulness (PU), Subjective Social Norms (SSN), and Perceived Social Interactivity (PSI) significantly influence Customer Acceptance of Service Robots (CASR). Additionally, PEOU significantly influences PU, and SSN significantly influences PU. However, Perceived Humanness (PH), Perceived Social Presence (PSN), Rapport (RAP), and Trust (TR) do not significantly influence CASR. This paper provides a significant evidencebased framework for developers and managers to prioritise the functional aspects, social presence, and social interactivity of service robots in the Nepalese insurance companies. This paper is one of the pioneering studies to explain service robot acceptance among customers of insurance companies by applying the sRAM in the Nepalese context.

The Influence of Celebrity Endorsement on Customer Loyalty: A Case of Econet Wireless Company

This research investigates the influence of celebrity endorsement on customer loyalty, using the case of Econet Company. Most literature sources are available on developed countries, with a few on developing countries. A pragmatic philosophical approach involving the use of the exploratory, descriptive and explanatory research design was adopted to fully understand the research questions. Quantitative results were complemented by qualitative data obtained from interviews. In conducting the survey, a sample of 130 respondents was selected using the Krejice and Morgan (1970) sample estimation tables. The targeted respondents included the Econet Company customers. A Likert scale structured questionnaire was used to collect data. Spearman coefficient and multiple regression analysis were used to analyse data with the aid of the Social Package for Social Sciences (SPSS). The Cronbach Alpha test was performed, and all the values were greater than 0.7, which was therefore accepted (Nunnally and Bernstein, 1994). It was revealed that independent variables (celebrity reliability, celebrity expertise) and the mediating variables (customer satisfaction and customer trustworthiness) have a positive influence on customer loyalty according to the Spearman Correlation test, which yielded a minimum correlation coefficient of 0.58 and a maximum of 0.78 leading to the rejection of the proposed null hypothesis. The study recommended that Econet Company select celebrity endorsers based on the celebrity’s reliability, attractiveness, and expertise, as this contributes significantly to customer satisfaction and trustworthiness, which will result in customer loyalty. Furthermore, Econet Company must perform a well-thought screening and choose wisely the celebrity endorsers who align correctly with the image and values of the company’s brands or products. It must also avoid using celebrities with any kind of negative publicity. The study contributed not only to the literature on celebrity endorsements but also to filling the gap in the literature, providing immense usage for these techniques. Finally, the conclusion suggests that further research be carried out on a larger sample size and done on another

Pengaruh Kualitas Produk dan Harga Terhadap Kepuasan Konsumen Pada Produk Vacuum Cleaner PT Hyla Abadi di Jakarta

Researchers took the object of research at PT Hyla Abadi, due to a decrease in customer satisfaction which was thought to be due to the influence of product quality and price. Research used is a quantitative approach. The type of research used in this research is descriptive quantitative. In accordance with the research objectivesThe population and samples used were 80 company customers and the sampling used was saturated sampling. used for validity and reliability tests were 30 customers at the same company. Based on the results of the T test, the Sig value of the effect of product quality on customer satisfaction is 0.074 <0.05. It can be concluded that there is no effect of product quality on customer satisfaction. Based on the results of the T test, the Sig value of the effect of price on customer satisfaction is 0.000 <0.05, it can be concluded that there is an effect of price on customer satisfaction. Based on the results of the F test, the significance value of the simultaneous effect of product quality and price variables on customer satisfaction is 0.000 <0.05, so the simultaneous test is accepted, which means that there is a simultaneous effect of product quality and price on customer satisfaction. So it can be concluded partially that the product quality variable has no significant effect on the customer satisfaction variable, but the price variable has a significant effect on customer satisfaction.

Development of operational standards procedures for maintenance and maintenance of public railway infrastructure infrastructure and electrical mechanical and architectural components in Wbs-based station buildings to improve maintenance and maintenance performance

A railway station is a place of departure and stoppage for trains. Poor, inappropriate maintenance and upkeep of infrastructure without strict supervision can result in physical damage to the infrastructure itself, thus losing its initial value and reducing the service life of the infrastructure. If the maintenance and upkeep of infrastructure in the transportation sector is not done properly, it can cause delays or, in the worst case, accidents. To ensure a high level of reliability and availability, the implementation of an effective maintenance program is very important. This is then clarified if poor maintenance and upkeep practices, such as in the transportation sector, can also affect the reliability of the transportation system and even cause life-threatening accidents. Damage or accidents that occur can also lower the company's image and customer or consumer trust. This research aims to develop Standard Operating Procedures (SOP) for maintenance and upkeep work on station buildings, architectural components, and mechanical electrical. The method used is based on a Literature Study, survey, and case study. The result of this research is the development of SOP maintenance and upkeep work on architectural components and mechanical electrical to improve maintenance performance.

Analysis of the relevance and prospects of application of federate training

This article examines federated learning (FOE) as an innovative approach to machine learning, different from traditional methods. In conventional machine learning (MO), data is collected on a central server to train the model. However, in the case of FO, the learning model is directed to data distributed across local devices, and learning takes place directly on these devices. In addition, the article discusses methods and algorithms of federated learning, identifies the advantages and real areas of application of federated learning. FO is used in various fields, including working with medical data and personal data of customers in sales companies. This approach is especially valuable for ensuring data confidentiality and privacy.

Memaksimalkan Potensi Crm: Panduan Praktis Untuk Meningkatkan Kinerja Bisnis

In an increasingly competitive business environment, Customer Relationship Management (CRM) is a strategic key for companies in maintaining customer satisfaction and improving performance. This article aims to investigate the influence of CRM on customer satisfaction and company performance to improve business performance. A qualitative approach is used to explore the complex interactions between Customer Relationship Management, customer satisfaction, and company performance from an in-depth perspective. Meanwhile, the literature study method is used to analyze various theories, models and related research findings. This research aims to evaluate the impact of Customer Relationship Management on customer satisfaction and company performance, providing a better understanding of how effective implementation of Customer Relationship Management can strengthen long-term relationships with customers and improve a company's overall business performance.

Communication Strategy Customer Relations Officer PT Dwitunggal Putra Pegadai Tangerang Branch in Handling Customer Complaints

Customer Relations Officers are a bridge between customers and the company, especially in handling customer complaints. This research aims to determine the company customer relations office strategy PT Dwitunggal Putra Pegadai Tangerang branch in handling customer complaints. This study used a descriptive qualitative method. This research shows that Customer Relations Officers are essential in handling customer complaints and creating customer satisfaction. The Customer Relations Officer's process in resolving customer complaints can be carried out from the start, namely identifying existing problems, what complaints the customer is complaining about, developing a plan to resolve the complaint, and then acting and communicating efforts to improve customer complaints. Moreover, this is the re-evaluation stage of whether the Customer Relations Officer has resolved the problem. Apart from that, it also carries out several strategic steps in relations with customers namely Fact-finding which is it appears that accurate data and evidence support problems, Planning and Programming which the company creates a way that can connect between companies with customers, Taking Action and Communicating which the company prioritizes a personal approach to consumers and Evaluation which the company gets a good score from CSI in terms of customer satisfaction. The company can resolve the problems included in the service mechanism.

Improving efficiency and quality of operational industrial production assets information management in customer–vendor interaction

Industrial assets management has a key role in ensuring continuity of industrial production via purchasing, warehousing and maintenance of devices and spare parts used in manufacturing, but it suffers from data and information accessibility, completeness, consistency, interoperability, and timeliness challenges in the customer - equipment vendors interaction and information sharing. Current practices in devices and spare parts purchasing, warehousing and maintenance include a lot of manual information search, validation and update work done at the manufacturing companies to maintain high quality master data records for the production assets management. This article addresses the challenge of improving efficiency and quality of operational production assets information management in industry customer company interaction with their production equipment vendors, with a design science research approach. The research was executed in collaboration between research organizations, forest industry companies, industrial production equipment vendors and information technology (IT) companies on two parallel and complementary research tracks, which are described with their key research results. The contributions are an ex-ante evaluated digital marketplace concept with preliminary requirements, and an ex-post evaluated semi-automated master data harmonization tool, as artefacts for improving efficiency and quality of production assets information management in industrial customer–vendors interaction. As theoretical contribution, the article provides a synthesis of the research results in the framework of information systems (IS) design theory as a nascent and novel design theory on designing IS artifacts for improving efficiency and quality of production assets information management, both in single industrial customer company and ecosystem settings. The contributions provide a starting point for further research and development of a digital marketplace for improving production assets information management in industrial customers – vendors interaction, potentially also applicable for similar ecosystems in other continuous production process -based manufacturing industries.