Customers Of Company Research Articles

Development of information technology for analyzing the customer churn of a telecommunication company

The object of research is the process of analyzing the customer churn of telecommunications companies based on machine learning methods. The existing problem is that, until recently, the process of customer churn was compensated by attracting new customers, but in the modern world, growth rates are constantly accelerating, the market is filled with a large number of competitors, which leads to a constant increase in customer requirements for products and services. In this regard, the process of attracting new customers becomes more costly and time-consuming, which in turn enhances the importance of maintaining an existing customer base. The paper considers problematic aspects related to improving the accuracy of predicting the outflow of a company's customers through the use of machine learning methods. The conducted studies are based on the application of an approach implemented by combining the methods of decision trees and nearest neighbors. A positive result cannot be achieved by ignoring the existing resource constraints and requirements, which must be determined separately for each research case. The relevance of the problem of analysis the outflow of customers for companies with many users is considered. A model for predicting the outflow of customers based on a combination of decision tree and nearest neighbor methods, which is used in the basis of the bagging method, is proposed. One of the features of this approach is the use of a test sample of normalized data. Accordingly, systems can use pre-known information, learn, acquire new knowledge, predict time series, perform classification, and in addition, they are quite obvious to the user. The prospect of choosing these methods is explained by the fact that they were used earlier in data analysis systems and provided sufficiently high-quality results. The expediency and prospects of applying the proposed approach in the problem of analysis the outflow of customers of telecommunications companies are shown, as well as the design features of information technology and the results of software implementation.

AUTOMATED MONITORING OF TIME SYNCHRONISATION DEVICES AND DIGITAL PROCESSING OF VECTOR MEASUREMENTS OF DYNAMIC CHARACTERISTICS OF SMART GRID POWER SYSTEMS

Currently, customers of energy companies use devices to generate electricity (solar panels, windmills, etc.) and return energy to the grid to save costs or generate income. Therefore, it is urgent to solve the problem of creating an automated system for diagnosing the quality of electricity for consumers who use renewable sources of electricity. The purpose of this study was to improve the efficiency of management in intelligent SMART Grid power systems. To fulfil the said purpose, it was proposed to use an automated system for monitoring synchro signals of PMU microprocessor equipment and software tools for digital processing and statistical analysis of the results of synchronised vector measurements of dynamic characteristics of power grids. Software tools for digital processing and statistical analysis of the obtained vector measurement data were developed. Linear regression, Random Forest Regression, and Ridge regression methods were employed to analyse and predict electricity quality indicators. The results of a comparative analysis of the obtained results of the predictive model were presented. To conduct experimental studies, a laboratory sample of a quality control device for generating synchro signals was developed and manufactured, which directly affects the reliability of digital data from distributed synchronised vector measurements in transient modes (in real time). The multichannel nature of the device increases the performance and reliability of the automated monitoring system. The paper presents the results of experimental studies of the device as a part of the developed laboratory stand, which is connected to the current local IP network of the National University of Life and Environmental Sciences of Ukraine. The practical significance of the conducted experimental studies lies in the establishment of the technical possibility of simultaneous monitoring of time synchronisation signals generated by two GPS receivers. In this case, it is obvious to increase the performance of the developed and manufactured device for monitoring the quality of clock signal generation, compared to a single-channel one. This material can be useful for engineers who design electrical systems connected to renewable energy sources.

Pengaruh Citra Perusahaan, Iklan dan Kualitas Layanan terhadap Keputusan Nasabah Memilih Produk Tabungan IB Amanah di BPRS Al Salaam Amal Salman Cabang Bandung

The background of this research is the company's image, advertising and service quality to the development of the number of iB amanah savings customers at BPRS Al Salaam Amal Salman Cabanng Bandung. This research was conducted to find out how the influence of company image, advertising and service quality on customer decisions on choosing iB Amanah savings products at BPRS Al Salaam Amal Salman Bandung Branch both partially and simultaneously. The object studied in this study is iB Amanah savings customers related to the company's image, advertising, service quality, and customer decision to choose iB Amanah savings products at BPRS Al Salaam Amal Salman Bandung Branch. The method used is the associative quantitative method, with primary data through questionnaires and other supporting through library studies, observations and interviews. Data processing uses statistics with the help of the IBM SPSS Statistic 23 application. The results show that partially the corporate image variable (XI) has a significant effect on customer decisions (Y) by 49.1% or tcount > ttable (6,283 > 2,022), advertising variable (X2) has a significant effect on customer decisions (Y) by 56 ,3% or tcount < ttable (7,271 < 2,022), service quality variable (X3) has a significant effect on customer decisions (Y) by 82,9% or tcount > ttable (14,078 > 2,022). Simultaneously the variables of corporate image (X1), advertising (X2) and service quality (X3) affect the customer decision variable (Y) which is 84.6% or Fcount > Ftable (71.302>2.84).

Which message? Which channel? Which customer? Exploring response rates in multi-channel marketing using short-form advertising

Formulating short form advertising messages with little ad content that work and choosing high-performing channels to disseminate them are persistent challenges in multichannel marketing. Drawing on the persuasive systems design model, we conducted an experiment with 33,848 actual customers of an international telecom company. In a real-life setting, we compared the effectiveness of three persuasion strategies (rational, emotional, and social) tested in three marketing channels (short message service, social media advertising, and mobile application), evaluating their effect on influencing customers to purchase international mobile phone credits. Results suggest that companies should send rational messages when using short form advertising messages regardless of the channel to achieve higher response rates. Findings further show that certain customer characteristics are predictive of positive responses and differ by channel but not by message type. Findings from crowdsourced evaluations also indicate that people noticeably disagree on what persuasive strategy was applied to these short messages, which might indicate that consumers are not well-equipped to identify persuasive strategies or that what advertisers see as a ‘pure’ strategy actually involves elements from multiple strategies as interpreted by consumers. The results have implications for the theoretical understanding of persuasive short form commercial messaging in multichannel marketing and practical insights for advertising within limited amount of space and attention afforded by many digital channels.

MEASURING AND VALIDATING CUSTOMER EXPERIENCE OF GENERAL INSURANCE COMPANY (GICX) SCALE

Customer behavior is also changing with the technological advancement. General insurance industry also not remains untouched and due that market penetration of insurance industry also fasten in recent past. Academic literature reveals that insurance sector specific customer experience measure is still lacking. Thus, the current study explores what defines customer experience in general insurance Company and develop the scale which measures the experience of customers of general insurance company. This study conclude that customer experience measured in general insurance company with five factors namely service place, process, product and service, human interaction and brand trust. Furthermore this study also concludes that customer experience has the positive impact on the Satisfaction level.

The Impact of Integrated Marketing Communications on Customer Purchasing Decision in Yemen's Telecommunications Industry

Nowadays, in the world of competition, customers seem to be fortunate. Since they have various alternative services and products, companies look for satisfying customers by providing good quality, price and promotion. So, entrepreneurs have to employ various means to stay competitive on the markets. This study aimed to investigate if the integrated marketing communications (IMC) of GSM companies have an impact on customers purchasing decision. The target population of this study were the customers of the GSM companies in Yemen. The main instrument used in collecting data was survey. The total of 385 questionnaires was distributed. Nonprobability/ convenience method of sampling was adopted in selecting a sample size. The study showed that there was positive impact of integrated marketing communications (IMC) on customers’ purchasing decision in the GSM companies in Yemen.The consequences of this study will provide GSM companies with useful data about excellent channels of integrated marketing communications (IMC) that should be used effectively to gain competitive benefits that lead to customers’ purchasing decision and maximize their sales.

Company Loyalty Analysis at PT Legalitas Mudah Indonesia

The sustainability of the company is the goal of every company. To achieve this sustainability, several aspects need to be considered. The synergy between the company's image, customer trust, and reputation in the company can affect customer satisfaction and loyalty. The main objectives of this study are to 1) determine the effect of corporate image on customer satisfaction; 2) determine the effect of customer trust on customer satisfaction; 3) determine the influence of the company's reputation on customer satisfaction, and 4) know the effect of customer satisfaction on customer loyalty. This study uses a quantitative method. This research was conducted at PT. Legalitas Mudah Indonesia. The research sample is a customer of PT. Legalitas Mudah Indonesia amounted to 100 respondents. The instrument used in this research is a questionnaire. Data collection techniques are carried out using observation, interviews, documentation, distribution of questionnaires, and library searches. The results showed that the company's image has a significant positive effect on customer satisfaction. These results are evidenced by the value of t-count 2.742 > t-table 1.986. Customer trust has a significant positive effect on customer satisfaction. These results are evidenced by the value of t-count 3.153 > t-table 1.986. Company reputation has a significant positive effect on customer satisfaction. These results are evidenced by the value of t-count 2.322 > t-table 1.986. Customer satisfaction has a significant positive effect on customer loyalty. These results are evidenced by the value of t-count 3.035 > t-table 1.986.

INVESTIGATING FACTORS INFLUENCING REPURCHASE INTENTION: CASE STUDY IN BEVERAGE MANUFACTURING INDUSTRY

The food and beverages industry is one of the most contributing sectors for Indonesian economic growth. It is a profitable business to invest in, due to the development of the Indonesian population. However, the competition in the market is inevitable; thus, companies need to generate strategies of differentiation to retain the customers. One crucial thing in maintaining customer loyalty is to have good management in customer experience. Customer experience was mainly discussed in the Business to Customer (B2C) sector but limitedly explored in the Business to Business (B2B) sector. Customer satisfaction can directly affect and predict customer repurchase intention and customer loyalty. Repurchase intention is crucial in the B2B industry because the buying process in the B2B industry is a rational decision, and it costs more to deal with the new customers than keeping customers already had. Therefore, current research is focused on customer experience; value, loyalty, and satisfaction on repurchase intention in one beverage manufacturing company in Indonesia whose market focus is on the B2B sector. Quantitative research was conducted on July 13th, 2021, to August 5th, 2021 using the availability sampling method and obtained 85 respondents who are the customers of the beverage manufacturing company in Indonesia. Data was analyzed using PLS-SEM (Partial Least Square – Structural Equation Modelling) method. This study shows that 78.2% of repurchase intention is explained and significantly affected by the variables discussed in the research. Customer satisfaction is more likely to affect the repurchase intention. However, customer value has no significant effect on repurchase intention. Therefore, it is hoped that this study will give insights to B2B organization managers to set their marketing strategy.

Impact of corporate social responsibility on customer loyalty: Evidence from the Vietnamese jewellery industry

Corporate social responsibility takes an increasingly important role for businesses and receives the attention of many people. The relationship between Corporate social responsibility and customer loyalty has been tested in many business fields. So, the study aims to determine and estimate the influence of corporate social responsibility on customer loyalty in the jewellery industry. To achieve this objective, the study uses AMOS software that supports confirmatory factor analysis and structural equation modelling (SEM) to clarify whether or how Corporate social responsibility impacts customer loyalty. The inputs to the analyses were obtained through answers from 300 respondents, which completed the survey questionnaire with a total of 22 items is utilised to collect data from customers of top jewellery companies in Vietnam. The research results emphasize the corporate social responsibility is not only useful for jewellery companies but also enhances the customers’ perception that relates to some factors trust, satisfaction, and loyalty.

Investigating the Effect of Perceived Professional Ethics on Customer Loyalty Considering the Mediating Role of Perceived Reputation and Trust (Case Study: Asia-Pharma Manufacturing and Trading Company in Herat Province)

Researchers are recently paying attention to maintaining and strengthening customer loyalty and examining its influential factors, given that customers are the key to success and competitive advantages in today’s competitive and unpredictable market. The present study aimed to investigate the effect of perceived professional ethics on customer loyalty with the mediating role of perceived reputation and trust. Customers of Asia-Pharma Company in Afghanistan were the statistical population of the study, and the data collection tool was a standard questionnaire, the reliability of which was above 0.7 on average for all research variables based on Cronbach's alpha coefficient. Data analysis and examination of research hypotheses were performed using descriptive and inferential statistics, structural equation method, and path analysis by partial least squares, along with SPSS and Smart PLS software. The research findings confirmed the hypotheses. Accordingly, professional ethics affected customer loyalty positively and significantly with the moderating role of perceived trust and reputation.

Customer Company Identification and Customer Loyalty: Using the Social Exchange Theory Perspective: Customer Reciprocity as a Mediating Factor

Customer Company Identification and Customer Loyalty: Using the Social Exchange Theory Perspective: Customer Reciprocity as a Mediating Factor

Research on the Innovation Strategy of Snowboard Business Model Based on the Improvement of Connecting Elements and Self-embedded Connecting Technology

In recent years, the prevalence of skiing at home and abroad has enriched the application scenario of skis; and for China, where the penetration rate of ice and snow sports is less than 1%, its development space is very huge, and at the same time, since most of the ski connection technology is glued and polluted, its environmental design is urgent. This paper is based on a more environmentally friendly and efficient advanced connection technology, the business model innovation strategy research of snowboard in sports equipment. Through the open point hot melt system of snowboard equipment, customized self-embedding system, fully automatic and highly intelligent self-embedding connection process, can achieve the ultimate goal of better than the current connection manufacturing technology whether it is hand-made, or automated gluing. In terms of business model, a business model suitable for the characteristics of this technology and the ski market has been studied. Through the three target markets, from the agency or OEM model, we gradually develop into a pioneering enterprise involved in front-end equipment development. Through the way of stable direct sales revenue to ensure a healthy cash flow and eventually achieve a deep integration of nested products with customer companies.

Enhancement of E-commerce Service by Designing Last Mile Delivery Platform

The revolution of technology and the rapid evolution of the digital world had a significant effect on the development and expansion of e-commerce. Last mile delivery, for which different app-based delivery services have recently emerged, is a new area of research that is not thoroughly addressed. Delivery service is one of the supporting platforms of e-commerce. One of the delivery issues is that many customers experience difficulties in communicating and coordinating with the logistics companies responsible for the delivery service. This challenge is emphasized in this study which introduces a new system to facilitate communication and coordination between customers and logistics companies by using one identity and one interface. This paper is a programming-based study, as the proposed system evaluates a website to serve logistics companies as well as designs an application (app) to serve the customers of logistics companies. Swift, a powerful open-source and object-oriented programming language, and the mark-up language (HTML) were used to build the last mile delivery system. In addition, Firebase, a cloud-hosted real-time database built on Google infrastructure, were used to develop the system. By increasing the level of customer satisfaction and reducing delivery failure rates, this system will eventually increase the prosperity of e-commerce.

Визначення оптимальної кількості транспортних засобів для функціонування каршерінгу в місті Києв в рамках вдосконалення транспртної системи міста

The problem of ensuring the quality of transport services provided to the population by a car-sharing firm is studied. For a formalized description of functioning process car-sharing company, information, scientific and experimental bases were used, with the help of which it became possible to solve transport problems in the conditions of constant improvement of the city's transport system. The main purpose of this study using a mathematical apparatus is to obtain the resulting indicators, which will provide recommendations for improving the level of customer service by car-sharing companies, taking into account the possible effects of certain system parameters. A mathematical model was used to conduct the study, which takes into account the main indicators that affect the determination of the optimal number of vehicles of the company to ensure a high level of customer service of the car-sharing company. In the course of the work, the most important indicators influencing the quality of transport services were identified and a method for determining the optimal number of vehicles to qualitatively meet the needs of customers of a car-sharing company was proposed. Statistical data on car-sharing needs in Kyiv were obtained on the basis of the Getmancar application. The function of exponential distribution of travel time from their number during the study period of 13 days was obtained. Necessary calculations were performed and recommendations were received to increase the fleet of car-sharing vehicles from Getmancar to 293 units. This will increase the density of vehicles in the area, thus ensuring a 100% probability of finding a free vehicle at a distance of 0.6 to 1.2 km. It is proposed to apply the obtained results in the process of optimization of the transport network of Kyiv. The proposed method is recommended to be used during the reorganization of the city transport system, urban redevelopment, forecasting the results of the transport system during the intensive development of the transport network.

Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management

In the digitalization era, e-commerce plays a crucial role in the economy, followed by the internet and smartphone technology. Also, it has a positive effect on humankind. Indonesia has reported the highest e-commerce adoption in the world. However, limited previous studies utilize customer relationship management (CRM) as a mediator in influencing online purchase intention. The present study seeks to analyze the mediating role of CRM in the relationship of digital marketing and online trust on the online purchase intention of e-commerce customers in Banda Aceh city, Aceh province, Indonesia. This study involved all the customers of e-commerce companies in Banda Aceh City. The sample was determined by using a rule of thumb. A total of 150 respondents participated and were collected using purposive sampling. The results indicated that Digital Marketing and Online Trust have a significant positive relationship with CRM. Also, Digital Marketing and CRM have a significant relationship with online purchase intention. Unfortunately, Online trust does not significantly affect online consumer purchase intention. In addition, the CRM mediates the relationship of digital marketing and online trust towards the online purchase intention of e-commerce consumers in Banda Aceh, Aceh Province, Indonesia. This study concludes that CRM plays a role as a mediator in the relationship of the studied variables on the online purchase intention of e-commerce consumers. Also, this study has successfully analyzed the factors that influence online purchase intention and proved the role of CRM.

The Extent to which Customer Relationship Management Helps to Retain Telecom Customers

The extent to which customer relationship management helps to retain customers in telecommunications companies is investigated in this study. Logistic regression was used to evaluate questionnaires from 120 respondents. According to the findings, respondents were dissatisfied with after-sale services (76.6%), support staff knowledge (80%), interaction facilities (78.3%), and customer information (76.6%). Predictor variable models account for approximately 90% of the variability, with a proportion of valid variables ranging from 77.3% to 88.3%. While age and income were statistically significant for staff knowledge (0.003) and customer information (0.004), the logistic regression coefficient for after-sale service shows that age and education have negative effects of -0.38 and -0.37, respectively. Income and time have a detrimental impact on the model for staff knowledge. Besides, the chi-square result was significant for all tested CRM variables except for the facility used for customer interaction, which was insignificant (p = 0.54). Thus, telecommunication companies must emphasize customer relationship management and allocate a fair budget to support good customer service, facility quality, as well as timely and sufficient product information.

Echelon Base Stock Policy for Symbiotic and Reverse Logistic Flows

The main objective of this paper is to determine the base stock levels within the framework of an industrial symbiosis. At the operational level, we define the replenishment policies for finished and used products. The system is composed by two main warehouses and three enterprises located in the same industrial region, an eco-industrial park. For the first enterprise, we have two plants (or simply two manufacturing lines): the first plant manufactures finished products and the second one recovers used (wasted) finished products after collection and restores them. For the other enterprises, one enterprise consumes only finished products made by the first enterprise and the second one consumes by-products which could be used finished products or part of these used finished products coming from the second enterprise. This means that one enterprise consumes only finished products and generates wasted finished products and the second one could use these wasted finished products as inputs for its production. To simplify the study, we present only one kind of finished product but a generalization to several products and several customer and producer companies can simply be defined. The demands are uncertain such as the number of collected used finished products. The objective is then to define the base stock levels that minimize the long-run average expected total function, which is the sum of all economic, environmental and social costs. Numerical results are proposed to highlight our results.

Women’s driving decree, market orientation, and company performance in Saudi Arabia

This paper investigated whether the royal decree of September 2017 allowing women to drive affects the relationship between market orientation and firm performance of official car dealerships in Saudi Arabia. In the empirical investigation, a quantitative method was used, focusing on car dealership managers and executives. The hypotheses were tested using structural equation modelling with data collected from 94 questioned. Market orientation dimensions that were investigated included customer orientation, competitor orientation, and inter-functional coordination. The results indicate a positive effect of market orientation on company performance in Saudi Arabia over two periods, before and after the application of the decree. Before the royal decree, only two of the three dimensions of market orientation affected company performance, customer orientation, and inter-functional coordination. After the decree, all three dimensions of market orientation affected company performance. This proves that political decision has intensified competition in this market. Our results underlined the non-necessity of equality and the strength of the three components belonging to the market orientation on performance. Yet, our investigation is unprecedented having sought to resolve this classic relationship in a specific context.

Individual and group motivation in the management of a modern enterprise

The theoretical bases of individual and group motivation in the management of a modern enterprise are considered in the work. Emphasis is placed on studying the effective work of the team. Existing individual and group motivations are described and the main literature is analyzed, which covers issues of motivation and effective team work, the concept of «motivation» and «effective team work». The author's interpretation of the concept of effective team work and motivation is offered. It is established that the company's management has a system of staff incentives, the main components of which are: creating working conditions; creation of a reward system; creating favorable relationships in the team, ensuring independence in work and demand for results. It is determined that the methods of incentives used by management indicate that staff are dissatisfied with the organization of the remuneration system. The article conducted a study of wage costs for a company employee (employee survey). These conditions indicate the importance of remuneration as a motivating factor for employees of Eva LLC, but in general employees are not satisfied with the reward system. In the course of scientific research it was established that Eva LLC noted an inefficient personnel evaluation system. To improve the incentive system in this company, it is proposed to introduce a new system of evaluation of sales staff using the «Mystery Shopper» method. It is stated that in order for the audit results to be used by the manager and the HR manager as a working tool, the information obtained must be properly structured. To achieve the best quality of the studio, you can arrange direct meetings with representatives of the customer company, during which the peculiarities of the behavior of sales staff will be clarified. After completing the mystery shopper program, you need to analyze the agents' questionnaires and reports to find out the strengths and weaknesses and a general description of the team's performance. Based on a thorough analysis of the scientific literature, we concluded that the effective work of the team is the effective work of staff, from manager to employee, and therefore the motivating factor plays an important role in achieving the goals of the organization.

Corporate Social Responsibility and Customer Loyalty in Hungary

This study aims to investigate investigates the relationship between corporate social responsibility and customer loyalty in the presence of controlling factors, namely, customer trust and corporate image. A study questionnaire was distributed to a random sample of telecom company customers in three telecom companies in Hungary – (Magyar Telkom, Telenor, and Vodafone). Also,(700)Seven hundred paper and electronic questionnaires were distributed to the clients customers of these three companies. A total of (498) questionnaires were retrieved, with fora recovery rate of 71.1%. The study used descriptive statistics and multiple regression test data to draw conclusions. The study findings suggest that there is a relationship between corporate social responsibility and customer loyalty, in addition to the existence of and a relationship between corporate social responsibility, customer trust, and corporate Image.