Customers Of Company Research Articles

An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria

Purpose - To propose a set of measures to improve the services provided by a company in the food sector by adapting and applying the SERVQUAL model.Design/methodology/approach – This study uses a survey to collect data and information about the object being analyzed by giving questionnaires to the company's customers. For this, the population was defined along with the ideal sample to be achieved using the Simple Random Sampling method, considering a 5% sampling error and 95% reliability.Findings - The findings indicate a negative general evaluation in all five dimensions of quality analyzed, highlighting that only 17.4% of the 23 items analyzed in the study had positive results in the relational analysis between expectation and perception compared to the 82.6% that do not present this.Originality/Value - The in-depth analysis carried out in this study gave entrepreneurs a more detailed view of the actual state of the establishment, indicating the points that need to be improved urgently and that have directly affected the negative evaluation obtained by the establishment. The need to set up a better marketing plan, a change to the location of the establishment, and the urgent improvement of safety, were highlighted as items identified that need immediate change.Keywords: Food services. Quality in services. SERVQUAL. Satisfaction analysis. Pizzerias.

Effect of Service Quality on Company Customer Satisfaction

This study aims to determine the effect of service quality on customer satisfaction of the Makassar City Regional Public Drinking Water Company in Tallo District. This type of research is a descriptive study with a quantitative research design. The data collection technique is done through observation, questionnaire (questionnaire) and documentation. The data analysis technique used consists of descriptive statistical analysis and inferential statistical analysis. In this study, researchers tried to determine how much influence service quality has on customer satisfaction. This study used a survey method, data collection was carried out by observation, questionnaires and documentation and analyzed using SPSS assistance. From the results of data processing for service quality variables obtained a value of 85 percent, So it can be concluded that the service quality of Perumda Drinking Water in Makassar City in Tallo District is in the good category. The results of data processing for the variable customer satisfaction obtained a value of 82 percent, it can be concluded that customer satisfaction of Perumda Air Drinking City of Makassar in Tallo District is in the high / strong level category. From the results of the correlation coefficient analysis, the correlation coefficient is = 0.425, so it can be concluded that the quality of service is correlated with a high level of correlation with customer satisfaction of the Regional Public Drinking Water Company in Makassar City in Tallo District. The results of data processing for the variable customer satisfaction obtained a value of 82 percent, it can be concluded that customer satisfaction of Perumda Air Drinking City of Makassar in Tallo District is in the high / strong level category. From the results of the correlation coefficient analysis, the correlation coefficient is = 0.425, so it can be concluded that the quality of service is correlated with a high level of correlation with customer satisfaction of the Regional Public Drinking Water Company in Makassar City in Tallo District. The results of data processing for the variable customer satisfaction obtained a value of 82 percent, it can be concluded that customer satisfaction of Perumda Air Drinking City of Makassar in Tallo District is in the high / strong level category. From the results of the correlation coefficient analysis, the correlation coefficient is = 0.425, so it can be concluded that the quality of service is correlated with a high level of correlation with customer satisfaction of the Regional Public Drinking Water Company in Makassar City in Tallo District.

Analysis of fuzzy logic methods for forecasting customer churn

The object of research is the process of predicting the churn of customers of telecommunications companies based on fuzzy logic and neural networks. The research carried out is based on the application of an approach that is implemented through the combined use of fuzzy logic and neural networks. The main assumption of the study is the hypothesis that the use of a fuzzy neural network formed on the basis of fuzzy logic algorithms can improve the accuracy of predicting customer churn relative to available solutions. This result can’t be achieved neglecting the existing resource constraints and requirements, which must be determined separately for each case of research. The relevance of the problem of forecasting customer churn for companies with a large number of users is considered. A model for predicting customer churn is proposed based on the combined use of fuzzy logic and neural networks. The main feature of this approach is that a test sample of normalized data is used at the basis of fuzzy neural networks, which are processed to form the parameters of membership functions that correspond to the inference system, that is, conclusions are made on the basis of a fuzzy logic apparatus. Also, to find the parameters of the membership function, neural network algorithms are used. Such systems can use previously known information, learn, gain new knowledge, predict time series, perform image classification, and besides, they are quite visual to the user. The application of methods of fuzzy logic is considered, they make it possible to obtain a result in the form of a fuzzy inference. The expediency of choosing these methods is explained by the fact that they were previously used in fuzzy automatic control systems and showed sufficiently high quality results. The expediency and prospects of using the proposed approach in the problem of predicting the outflow of customers of telecommunications companies are shown, and the results of software implementation are presented.

Design and Implementation of an AI Chatbot for Customer Service


 
 
 
 Abstract 
 A company's customer service is very important to its success. It can help boost revenue and retain customers. As digital technology has increased the demand for 24-hour support, businesses are now turning to AI chatbots to provide better and more personalized service. Artificial intelligence (AI) chatbots can help businesses improve the customer experience and reduce the workload of their customer service agents. The paper presents the development and implementation of a chatbot utilizing NLP and AI techniques. It aims to provide efficient and personalized responses to customers' inquiries. The research process involved gathering and analyzing data, developing the chatbot's framework, and carrying out the study. Its architecture and framework were built with the help of NLP and AI. This feature allows the chatbot to respond to users' natural language queries. Its features were also designed to help customers navigate through various tasks and provide recommendations. The chatbot was well-received by its users and was able to provide effective and efficient customer service. The findings of the study indicate that the potential of AI and NLP in enhancing the experience of customers is immense.
 
 
 

An analytics model for TelecoVAS customers\u2019 basket clustering using ensemble learning approach

Value-Added Services at a Mobile Telecommunication company provide customers with a variety of services. Value-added services generate significant revenue annually for telecommunication companies. Providing solutions that can provide customers of a telecommunication company with relevant and engaging services has become a major challenge in this field. Numerous methods have been proposed so far to analyze customer basket and provide related services. Although these methods have many applications, they still face difficulties in improving the accuracy of bids. This paper combines the X-Means algorithm, the ensemble learning system, and the N-List structure to analyze the customer portfolio of a mobile telecommunication company and provide value-added services. The X-Means algorithm is used to determine the optimal number of clusters and clustering of customers in a mobile telecommunication company. The ensemble learning algorithm is also used to assign categories to new Elder customers, and finally to the N-List structure for customer basket analysis. By simulating the proposed method and comparing it with other methods including KNN, SVM, and deep neural networks, the accuracy improved to about 7%.

The relationship of corporate social responsibility to customer loyalty - A study in Vietnam market

In recent years, consumers are increasingly interested in corporate social responsibility activities for the community. Many companies have begun to focus on CSR activities as it can contribute to improving the company's image in customer's perception. In Vietnam, although there are also some studies about CSR, the quantity is limited and there are certain limitations. Therefore, this study aims to evaluate the relationship between CSR activities and customer loyalty through trust, customer company identify, and satisfaction. With the data being collected by survey questionnaires, the authors test the model and research hypotheses by using PLS-SEM techniques. The results show that CSR activities have a positive impact on customer loyalty through factors of trust, customer company identify, and customer satisfaction. This study helps business managers to develop effective policies and to have a new perspective on CSR activities as well as its values. In addition, the positive outlook of the customers on the business will bring many benefits, contributing to improving the brand value and reputation, enhancing competitive advantages towards sustainable development.

Integrating dynamic segmentation and portfolio theories for better customer portfolio performance

ABSTRACT This study seeks to combine financial portfolio theory and dynamic customer segmentation in a coherent framework to propose possible optimal segmentations in terms of risk and profitability and define the steps towards better customer segmentation and company performance. The relevance of this approach is demonstrated using the case of a Japanese hotel chain. We find that companies should pay attention to not only the most valuable customer segments, but also lower value segments as they can have a great impact on risk reduction and diversification. Further, optimal segments are often not implementable in practice, but we use the dynamic segmentation approach to explore methods that companies can use for better segmentation (in terms of risk and profitability).

Promoting customer engagement in service settings through identification

Purpose The purpose of this paper is to empirically test some of the consumer engagement frameworks that have been previously proposed in marketing literature. Design/methodology/approach Data were gathered via surveys distributed to members of a health club in the USA. Results were analyzed using structural equation modeling. Findings We found the effects of satisfaction on intercustomer support – the assistance received from other customers within a service setting – to be fully mediated by customer identification. The strength and direction of effects differed based on the type of identification. They also found an effect of satisfaction on customer patronage frequency. This effect was fully mediated by customer–employee identification. Practical implications The findings illustrate that, in most cases, intercustomer support can be built and enhanced by focusing on customer identification. Both customer–company and customer–customer identification had a positive effect on social/emotional and instrumental support; however, they did not influence a consumer’s patronage frequency. Conversely, customer–employee identification decreased perceptions of instrumental support, but increased perceptions of social/emotional support and patronage frequency. While the findings indicate that identification with a firm’s employees drives a customer’s patronage, firms must decide if the benefits received from increased patronage are worth the decreased instrumental support. Originality/value Past research has demonstrated the benefits of intercustomer support at both the firm and customer level, yet little research has investigated what enhances intercustomer social support in an organization. The research answers this question and illuminates some specific mechanisms that mediate this effect. Additionally, while previous research indicates that intercustomer support drives objective outcomes such as firm performance and loyalty intentions, we instead found these outcomes to be driven by customer–employee identification.

CREATING CUSTOMER RETENTION THROUGH FACILITIES, COMPLAINT HANDLING, TRUST, COMPANY IMAGE AND CUSTOMER INCENTIVES AT BMT AMANAH UMMAH KARTASURA, SUKOHARJO

This study has purpose to determine and analyze the effect of Company Image, Customer Incentives, Trust, Complaints Handling, and Facilities on Costumer Retention at BMT Amanah Ummah Kartasura. The research method applied in this study was a quantitative descriptive research design. This study used a population of 1,500 respondents. In determining the sample size, this study used the Slovin formula. Based on the results of calculation, the number of samples in this study was 100 respondents. The sampling technique was carried out using incidental sampling. The data collection was done using a questionnaire. The data analysis technique in this study was statistical analysis consists of multiple linear regression test, F test, t test and the coefficient of determination. The results showed that the Company Image, Customer Incentives, Trust, Complaint Handling, and Facilities simultaneously had a significant effect on Customer Retention at BMT Amanah Ummah Kartasura. Partially, it was found that Company Image and Customer Incentives do not have a positive and significant effect on Customer Retention at BMT Amanah Ummah in Kartasura. Meanwhile, Trust, Complain Handling, and Facilities have a positive and significant effect on Customer Retention at BMT Amanah Ummah in Kartasura. The coefficient of determination or the contribution of the variables of Company Image, Customer Incentives, Trust, Complain Handling, and Facilities on Customer Retention at BMT Amanah Ummah Kartasura was 43.1%. This study suggested that BMT Amanah Ummah should continue to improve and pay attention to the factors that affect the Customer Retention, such as Company Image, Customer Incentives, Trust, Complain Handling, and Facilities.
 
 Keywords: Customer Retention, Trust, Complaint Handling, Facility, Company Image, BMT Amanah Ummah

Customer’s Acceptance of New Trading Software (UWT) 2/2020

This study aimed to help Unitrade West (UW) company to understand the acceptance of online shopping technology, which AbanteCart. The researchers were able to identify 1125 customers of the UW company to measure the acceptance level of the web-based shopping cart. Modified TAM model was used to measure the acceptance level of current customers. The questionnaire was sent via Google form to each customer and analysed using SmartPLS 3.1. The result PEU >PU= (β=0.4210, p<0.05); PEU>AU= (β= 0.3470, p<0.05), PU>AU=( β=0.2450, p<0.05); AU > IU= (β=0.1350, p<0.05); and PU>IU=(β=0.1526, p<0.05), have significant relationship. All five hypotheses are accepted. The R2 value is 0.471 tells that 47.1% variance explained by predictor variables. The finding shows that the AbanteCart software is still relevant in online trading purposes. The company was advised to update the current version and continue to use it as the present customers accept it.

Customer Relationship Management and the Performance of Selected Entrepreneurial Firms in Southwestern Nigeria

Management of customers’ vis-a- vis their needs and expectations has been a major challenge to entrepreneurs as they strife to maximise profit and increase their market share. Customer relationship management (CRM) thus serves as an essential avenue and component needed for the growth and sustainability of small-scale businesses. This article provides a description of CRM as a means of achieving customers satisfaction and sustaining firms’ competitive position. A total of three hundred and eighteen (318) respondents participated in a survey of 45 registered medium scale entrepreneurial firms using purposive sampling across the states in south west Nigeria. Structural Equation Model was used to analyse the data. The findings revealed that information sharing with customers increases the trust and confidence customers have in firms. Long-term partnership between the companies and their customers through CRM demonstrates the level of trust, perseverance, and loyalty both enjoyed. Customer relationship management significantly influences the level of satisfaction derived by customers in companies’ product, services, and activities. Keywords : Customer Relationship Management, Structural Equation Model, Customers, Information sharing, Long Term Partnership, Customer Satisfaction. DOI: 10.7176/EJBM/13-3-04 Publication date: January 31 st 2021

The impact of the COVID-19 pandemic on the activities of small enterprises on the example of business customers of a manufacturing company

The aim of the article is to show the impact of the COVID-19 pandemic on the activities of small enterprises on the example of business customers of a manufacturing company. The article contains current issues and presents problems regarding the global pandemic caused by COVID-19. which started in March 2020. The theoretical part shows the impact of the pandemic crisis on the activities of enterprises. The empirical part presents the results of research showing the decisions of company managers during the COVID-19 pandemic affecting the behavior of employees. suppliers. customers and the paper producer. The results of the research can be a source of knowledge for top and middle management. but also for employees whose safety of life and health is particularly important in the times of the COVID-19 pandemic.

SolarWinds supply chain breach threatens government agencies and enterprises worldwide

A breach of SolarWinds’ Orion system and network monitoring platform has led to backdoors being implanted in the networks of thousands of the company's customers. Orion is used heavily by governments and most of the Fortune 500 companies.

The concept of implementing a customer interaction system based on CRM Bitrix24

In modern conditions of digitalization, each company seeks to optimize the management of activities based on modern IT. With an increase in the number of trading companies, the more becomes acute problem of attracting and retaining customers. In order to improve the efficiency activity of the company, the leadership needs to optimize the business processes of interaction with customers. The purpose of this work is to study the company's activities for the development and implementation of software, analyze the business process of interaction with clients for its automation based on CRMBitrix24. The description of the investigated business process in the notations «as is» and «to be» showed that the automation of interaction with the company's customers has a number of advantages. In this regard, in the future, it is necessary to develop a Bitrix24 implementation project, a risk management plan and assessment of the economic efficiency of the project.

A simulated annealing-based approach for a real case study of vehicle routing problem with a heterogeneous fleet and time windows

We propose a meta-heuristic algorithm for addressing a real case of vehicle routing problem with a heterogeneous fleet and time windows. Our proposal consists of generating an initial feasible solution using the solution of a travelling salesman problem and, subsequently, refining it through simulated annealing. In this work, we evaluate the suitability of our development to planning the distribution of a regional distribution centre of a food company to customers within the urban perimeter of Cali, Colombia. Following the company's customer satisfaction goals, our primary aim is to route to reach a service level of 95% while reducing operational costs. Our results on our real case study show that our meta-heuristic algorithm finds better routes than current ones, in terms of costs and service levels, in a relatively short time.

A Gestão da Informação como facilitadora do empoderamento psicológico e da melhoria do desempenho profissional

Information is essential to the organizations. They structure and classify it based on their organization, functions and activities, that is, based on the document production, the information flows between departments, the safeguarding and proof that this information constitutes. At Goweb Agency, Lda., most documents existed only for quality certification purposes. In order to improve information management in the organization, all documents were organized in a valid, intuitive way, based on the employees' information needs. By incorporating them in the routine tasks of daily life and encouraging their use, creating and adapting the sharing and management of information in the company's activities, there was a decrease in internal tension between employees, an increase in their level of satisfaction, their efficiency and effectiveness and a growing satisfaction of the company's customers, due to the performance and quality of the delivered work.

Employer brand management: methodological aspects

The paper aims to develop applied aspects of the methodological support of a reasonable selection of the company responsible for the formation and promotion of the employer brand using the tools of multicriteria analysis and evaluation of the functionality of outsourcing companies based on the criteria that determine their competitive advantage. Consequently, the need to attract external resources to manage the employer brand has been substantiated. The authors schematized the decision-making process on a reasonable selection of outsourcing companies. The system of the criteria for the implementation of such a choice, which includes the requirements for both the outsourcing company and the future project: the rate of successful previous projects, the rate of customer satisfaction, the experience of work in Ukraine, the average cost of project development services, project development duration, the comprehensiveness of the developed recommendations for the employer brand promotion, project duration, project flexibility, the complexity level of project implementation, average monthly expenditures during the project period has been formed. Moreover, the paper systematizes the main metrics of outsourcing companies' projects on the employer brand formation and promotion, which include: a range of services for attracting, selecting, retaining, developing and evaluating staff; competitor analysis, HR-advertising, HR-marketing, systems of search engine management, leadership development programs, adaptation programs; differentiation of those organizational metrics that distinguish the customer company as an employer from the nearest competitors and separation of competitive advantages of the customer, values and the emotional component of the brand; development of its unique brand identification system – corporate style, brand book, etc.; formation of the key employer branding metrics: Employer Value Proposition (EVP), Employer Brand Personality, Employer Brand Positioning; insight formation - deep understanding of the relationship between the brand and the target audience, positioning and repositioning the employer brand on the labour market. The outsourcing company's direct selection is proposed to be based on multicriteria optimization, particularly using the analytical hierarchy methods (Saati, T.) to determine the weight coefficients of criteria and VIKOR to construct the resulting indicator. Thus, the method application result is to make justified ratings of outsourcing companies, which will allow customer companies to choose the best alternatives on the market of outsourcing services.

When Appealing to Agency Backfires: Evidence from a Multinational Field Experiment and the Lab

Firms often use appeals like “Your voice matters” or “Have your say in our company’s direction” when attempting to increase customer engagement. We examine whether trying to motivate people by persuading them that their behavior is consequential – a tactic that we call an “agency appeal” – is effective in increasing customers’ willingness to offer feedback. In a field experiment across seven countries, we invited 430,666 customers of a large technology company to take a voluntary customer feedback survey and manipulated the subject line of the email invitations. Contrary to our initial prediction and expert forecasts, we found that agency appeals on average decreased feedback provision (compared to a straightforward control message). Importantly, agency appeals reduced feedback provision in countries with low trust in business (e.g., Japan), while producing positive effects in countries with high trust in business (e.g., China). We theorize and offer pre-registered lab evidence (N = 1,505) that agency appeals reduce compliance among customers with low trust in business because these customers perceive agency appeals as inauthentic. Altogether, this research advances the field’s understanding of when and why appealing to agency fails to motivate customers and even backfires.

Challenges associated with the implementation of insurance in building projects in Nigeria

The nature, complexity of activities and multiple stakeholders involved in the delivery of construction projects have made the construction industry to be filled with risks and uncertainties. These uncertain events impact mostly on time, cost and quality performance of construction projects. The uptake of insurance is one of the key risk management tools for mitigating the impact of construction project risks. While, the implementation of insurance is important and widely used in developed countries, the same cannot be said about developing countries because of some challenges. The purpose of this study is to assess the challenges associated with the implementation of insurance in building projects in Nigeria. The well-structured questionnaire and convenient sampling technique were adopted in the collection of data from experienced clients, contractors, construction professionals and insurance experts on educational projects executed from 2012 to 2016 at the Federal University of Technology, Akure, Ondo State. With a response rate of 75.71% and a reliability index of 0.897, the gathered data were analysed using appropriate descriptive statistical tools and the Kruskal-Wallis test. The study that the major challenges with the implementation of insurance in a building project are; Lack of trust and confidence in insurance agents, No strict instruction from the government, Complex policy language, Failure to administer contractor's claim in time and Rising cost of the premium. Sensitization of the customer is also important as it is necessary to continue building trust and confidence in current and potential customers of insurance companies. Government should strengthen existing policies and institutions to ensure that implementation and compliances are strictly followed and monitored.

The role of viral marketing in improving the mental image of the Palestinian cellular communications company Jawwal - Southern Governorates

The aim of the research is to test and analyze the correlation and impact relationships between the dimensions of viral marketing (electronic publishing methods, viral advertising campaigns, the electronic spoken word, motivations of viral message conveyers) and to improve the mental image (perception, influence, motivation, and desire) from the viewpoint of the customers of the Palestinian Cellular Communications Company (Jawwal), and revealing the differences in the responses of the sample members according to the following personal variables: (gender, use of mobile services, duration of use, degree of interest in mobile services). To achieve the research objectives, the descriptive analytical approach was used for its suitability to the nature of this study, and the questionnaire was used as a main tool. For the purpose of completing this research, (440) questionnaires were distributed, and (380) were recovered, representing (86.%) as a recovery rate. The distributed questionnaires targeted (Jawwal) customers. The researcher used the Statistical Package for Social Sciences (SPSS) to analyze the primary data collected from the research. The researcher has reached a set of results related to the field of application, the most important of which are: the existence of a positive relationship between the dimensions of viral marketing and improving the mental image, as well as the existence of a statistically significant effect between the dimensions of viral marketing and enhancing the mental image in the company under study. Finally, there are statistically significant differences between the average of the respondents’ answers due to personal variables (gender, use of mobile services, duration of use, degree of interest in mobile services).The researcher recommends that the researched company take advantage of the viral ads to reach the largest segment of the target customers and motivate the e-messengers to re-send these ads to relatives and friends so that it may become a basic means of promoting its services and improving its mental image.