Product Customer Research Articles

Human-Centered and Sustainable Artificial Intelligence in Industry 5.0: Challenges and Perspectives

The aim of this position paper is to identify a specific focus and the major challenges related to the human-centered artificial intelligence (HCAI) approach in the field of Industry 5.0 and the circular economy. A first step towards the opening of a line of research is necessary to aggregate multidisciplinary and interdisciplinary skills to promote and take into consideration the different aspects related to this topic, from the more technical and engineering aspects to the social ones and the repercussions in terms of sustainability. The proposal and vision of this preliminary work is to identify and discuss a suitable field for such interaction. This field has been identified, specifically, within additive manufacturing (AM) in the context of Industry 5.0. Additive manufacturing (AM), is a disruptive opportunity for more sustainable production systems that can be better optimized with AI, becoming an ideal platform for interconnection between different levels of application and integration of HCAI concepts, and at the same time able to prove them. In this context, two prospective areas with a high application impact of HCAI are those of AM-oriented supply chain and product customization in the AM field, enabled by a plethora of recently emerging technologies such as the internet of things, cloud and edge computing, and next-generation networks (5G). The paper concludes with the challenges HCAI poses to public policymakers, who face significant policy challenges in regulating artificial intelligence, and addressing the socioeconomic and technological impacts. Decision-makers are required to address these challenges by adopting some tentative policy recommendations.

Digital Customization for Product Design and Manufacturing: A Case Study within the Furniture Industry

Computational design together with the digitization of most fabrication processes play an important role in many research areas. Digital tools such as 3D modeling and computational design have been increasingly used. Computational design combines traditional 3D product design together with programming a general-purpose CAD system in order to promote system integration. In essence, using CAD-based textual or visual programming languages a series of products can be designed with accuracy and take advantage of product customization and automation of downstream applications. The present paper aims at customizing furniture design based on automating both the design and the fabrication procedures. The customer is able to define a series of geometrical characteristics, i.e., width, length, internal dimensions, and various other properties. The outcome consists of automating a great deal of processes, i.e., 3D modeling and assembling, visualization, creating the bill of materials (BOM), producing assembly instructions for the user, drawings and prototyping files, weight estimation.

Crisis management in community pharmacies during a pandemic

BackgroundAlthough the COVID-19 pandemic required community pharmacies to implement several adaptation strategies to ensure medicines' and services’ availability, related empirical research based on crisis management theory is lacking. ObjectiveThis study sought to holistically depict crisis management in Finnish community pharmacies and explore whether (1) pre-existing crisis plans, (2) crisis teams, (3) shared decision-making or (4) collaboration and communication with external stakeholders can protect staff resilience, pharmacy owners' resilience, organisational cohesion (‘team spirit’) and pharmacies' resources or finances during the pandemic. MethodsA cross-sectional survey was developed based on the crisis management process model and sent to Finnish community pharmacy owners (n = 602) during the pandemic's second wave in October–November 2020. Descriptive statistics were calculated, and logistic regression analysis was performed to explore effects of crisis management efforts. Open-field responses were analysed qualitatively using deductive content analysis. ResultsIn total, 221 (36.7 %) pharmacy owners participated in the study. Pharmacies responded to the pandemic with increased order volumes and new suppliers, home deliveries and remote consultations, hand sanitiser production and additional customer counselling concerning the COVID-19. Shared decision-making with pharmacy colleagues (p = 0.025) and collaboration with peers or stakeholders in the supply chain (p = 0.015) protected pharmacy owners' resilience during the pandemic. Additionally, shared decision-making protected pharmacies' finances (p = 0.040). Crisis teams or collaboration with social and healthcare operators did not provide advantage to pharmacies. However, pre-existing pandemic plans associated with reduction of pharmacies’ resources (p = 0.006). ConclusionsCommunity pharmacies responded to the COVID-19 pandemic with several measures to ensure the continuity of pharmaceutical services and care and the availability of medicines, disinfectants and personal protective equipment. Developing shared decision-making in pharmacies and active collaboration with peers and supply-chain stakeholders could improve pharmacies' finances and their owners’ resilience in future crises.

The Power of Training: Enhancing Service Excellence in the Hotel Industry in India

The most valuable asset of any organization is its personnel, who utilize capital, materials, and equipment to propel sales, production, operational processes, and exceptional customer service. It is critical to have both training and a supportive work environment. Staff morale and skill development investments reduce employee turnover and foster continuous progress. Employees influence the long-term success and resilience of the organization and propel daily operations. This study investigates how training enhances the abilities of hospitality employees.

Analysis of Customer Satisfaction With Non-Subsidized Fuel at Pertamina SPBU In Pelalawan Regency – Riau Province

This study aims to develop a new conceptual model of how green marketing, e-WOM, and service quality affect brand image and how it affects customer satisfaction. Customer BBM Pertamax series and PERTAMINA Dex products. This research can fill the limitations of previous research and the research gaps on customer satisfaction. This quantitative study collected data through questionnaires distributed to customers of BBM Pertamax series and Pertamina Dex products in Pelalawan Regency, Riau Province. The sample calculation used a formula that produced 360 respondents using a purposive random sampling approach. A Likert-scale questionnaire was used to collect data, and SmartPLS 4.0 was used to process it. The findings include that green marketing has a positive and significant effect on brand image; e-wom has a positive and significant effect on brand image; service quality has a significant positive effect on brand image; green marketing has a positive and significant effect on customer satisfaction; e-wom has a positive but not significant effect on customer satisfaction; service quality has a significant positive effect on customer satisfaction. Brand image can significantly mediate the effect of green marketing on customer satisfaction; the brand image can significantly mediate the effect of service quality on customer satisfaction; the Brand image can mediate the effect of e-WOM on customer satisfaction; and brand image has a positive and significant effect on customer satisfaction.

The Role of Product Innovation Capability in Increasing Competitive Advantage

The aim of this research is to analyze the role of product innovation capabilities on competitive advantage. The population of this research is consumers who shop at the Ada supermarket in the city of Semarang, Indonesia. Samples were taken from 125 respondents who were randomly selected. Data collection by distributing questionnaires to Ada Supermarket customers. The questionnaires were distributed using closed statements with alternative answers according to a Likert scale. 5 alternative answers, 1 (strongly disagree), 2 (disagree), 3 (disagree), 4 (agree) and 5 (strongly agree). The analysis tool uses SEM AMOS version 22. The findings of this research are that there is a positive and significant influence between proactive power, competitor orientation, flexibility of customer tastes on product innovation capabilities. There is a positive and significant influence between proactive power, flexibility of customer tastes and product innovation ability on competitive advantage.

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

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

Intention to purchase food produced by migrants and refugees in the southern zone of Ecuador

The present study focuses on analyzing the dynamics influencing the success of migrants and refugees, primarily of Colombian and Venezuelan origin, registered under the economic integration program of the Hebrew Immigrant Aid Society (HIAS) South Zone office in Ecuador. It examines the variables affecting small business clients’ intention to purchase processed foods, such as customer loyalty, corporate communication, quality of food products offered, and perception of market competition, to better understand economic performance in this context. The methodology employed integrates qualitative and quantitative techniques, including in-depth interviews with beneficiaries enrolled in the HIAS program and structured surveys with 238 consumers of products offered by the participants. Findings obtained and analyzed through Structural Equation Modeling (SEM) highlight the importance of effectively managing variables such as customer loyalty, corporate communication, and product quality to promote the economic integration of beneficiaries. As a result, the hypotheses put forward are confirmed, demonstrating that communication, competition, and food positively influence purchase intention and, likewise, loyalty.

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

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

Incorporating usage data for B2B churn prediction modeling

The potential for predicting churn in B2B contexts remains untapped despite the growing availability of digital customer traces, particularly usage data. Nevertheless, this source provides valuable insights into customer behavior and product interaction, serving as a powerful tool for understanding customer needs and improving retention efforts. This paper aims to explore the value of usage data for B2B customer churn prediction using a real-world dataset with 3959 subscriptions from a European software provider. The contribution to literature is two-fold. First, we define a framework to structure usage data into cross-sectional features that could be included in predictive models. We study the impact of usage information on churn prediction performance along three primary components– timing, granularity, and expertise. The findings confirm the value of this data source and two of the three examined components, particularly in terms of AUC and TDL. Second, we provide insights into the carbon footprint of the entire modeling process required to integrate usage data into different machine-learning algorithms. Furthermore, to strengthen the robustness of our findings, we compare five common machine-learning algorithms in CCP. Consequently, this study uncovered unexplored aspects of usage data and practical implications for enhancing churn prediction in a B2B setting.

Pengaruh Product Quality, Brand Image, dan Customer Satisfaction terhadap Customer Loyalty Sepatu Lari Outseight di Jakarta

One intriguing aspect within the field of running in Indonesia, particularly in Jakarta, is the development of locally-branded running shoes that offer quality nearly on par with international brands. Given the substantial interest among running enthusiasts ini Jakarta, this has prompted researchers to delve further into the consumer loyalty towards local running shoes, particularly those under the Ortuseight brand. The aim of this study is to analyze the impact of product quality, brand image, and customer satisfaction on customer loyalty towards Ortuseight running shoes. This research employs a quantitative approach, collecting through an online questionnaire completed by 133 members of the running community in Jakarta. The analysis utilize multiple linear regression method. The findings of the study indicate that product quality, brand image, and customer satisfaction have a positive and significant influence on customer loyalty towards local running shoes, specifically Ortuseight

Effects Of Lean Manufacturing Practices On Operational Performance

Lean manufacturing is a concept of process improvement in production management which focuses on waste elimination. This paper explores relationships between lean manufacturing practices and operational performance. Using data collected from 55 manufacturing companies in Tasikmalaya city. Lean manufacturing were measured by five dimensions: production flow management, customer focus, process management, workforce management, and supplier management. Operational performance comprises four dimensions: cost, quality, lead-time, and flexibility. The findings are that all dimensions of lean manufacturing are significantly related to on operational performance. Production flow management has a higher level of significance in large enterprises compared with SMEs, whereas for customer focus there is a higher level of significance in SMEs compared with large enterprises. Process management, supplier management and workforce management have much lower level of significance for both SMEs and large enterprises.

Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan di Toko Kopi Bersaudara

This research aims to find out: (1) the influence of product quality on customer loyalty at a Toko Kopi Bersaudara, (2) the influence of service quality on customer loyalty at a Toko Kopi Bersaudara, (3) the effect of price perceptions of customer loyalty at a Toko Kopi Bersaudara, and (4) the influence of product quality, Service quality, and price perception of customer loyalty at a Toko Kopi Bersaudara. This research is a quantitative descriptive study with a customer population at a coffee shop. Samples taken as many as 100 people with the survey data collection method using a questionnaire as a research instrument. Data analysis in this study includes validity test, realiability test, multiple linear regression analysis, F test (simultaneous test), T test (partial test), and analysis of coefficient of determination (R²). From the results of this study indicate that the variable of the product, service quality, and price perceptions have a positive and significant influence on customer loyalty at a Toko Kopi Bersaudara. The results of the research obtained based on the F test are Fcount> Ftable (64,535> 3,090) and the value of the sig. 0,000 <0.05 so the product quality variable, customer quality and price perception simultaneously have a positive and significant effect on customer loyalty (Y) at a Toko Kopi Bersaudara. Service quality is the most dominant variable affect customer loyalty at the Toko Kopi Bersaudara.

PRODUCT Product and Service Development Strategies on Murabahah Contracts to Improve The Existence of BMT Hasanah

Introduction: Many financial institutions have developed in Ponorogo, conventional and sharia. BMT Hasanah is present as a Sharia microfinance institution that often helps households and UMKM. Even though there is much competition, BMT Hasanah can continue to show its existence. This research aims to determine product and service development strategies, especially in murabahah contracts. Research Methods: This research aims to determine product and service development strategies, especially in murabahah contracts. The research uses a qualitative approach using primary data in the form of interviews and observations and secondary data obtained from archival documents and the internet. Results: The results of this research show that BMT Hasanah is responsive in responding to customer product requests. The murabahah products provided are always up to date with straightforward guarantees. Apart from that, BMT Hasanah provides maximum service in terms of installment payments. Customers are visited using a pick-up system and also serve an installment system by transfer. Conclusion: With this strategy, BMT Hasanah not only increases competitiveness and revenue but also increases customer satisfaction, which ultimately strengthens its existence.

Optimal Dynamic Mechanism Under Customer Search

How to Sell to a Customer Who Searches for Alternative Products Customer searching behavior has been ubiquitous in modern marketplaces. Dynamic pricing, such as giving promotional prices to customers who purchase earlier, has been commonly adopted in practice to discourage customers from searching. In the paper “Optimal Dynamic Mechanism Under Customer Search,” Z. Hu and Y. Xiao characterize that, in the optimal selling mechanism, the seller should offer a menu of American option contracts. Under such a mechanism, the customer is given all the freedom in conducting the search but must pay an up-front deposit from the chosen option contract in order to enjoy the right to purchase the seller’s product anytime during the search at a prespecified strike price. Through deposits, the seller is able to extract the customer’s additional surplus from searching regardless of whether the customer makes the final purchase or not. As a result, the seller can often obtain a much higher profit than dynamic pricing mechanisms that aim to deter searching.

Operations Management: Roles and Duties of Suppliers and Shippers in Supply Chain Management

In order to enhance competitiveness, companies must prioritize product customization, high quality, cost reduction, and distribution speed. To achieve these goals, it is essential to focus on supply chain management. Supply chain management is defined as the integrated process of obtaining materials and services, transforming them into intermediate and final products, and delivering them to customers. This involves activities such as purchasing and outsourcing, in addition to other functions that are crucial for the relationship between suppliers and distributors. The primary objectives of supply chain management (SCM) are the timely delivery of products to consumers, cost reduction, and the improvement of outcomes across the entire supply chain (as opposed to a single company). Additionally, SCM facilitates the reduction of time, the centralization of planning and distribution activities, and the optimization of resources. Given the current circumstances, the application of SCM is particularly advantageous, as it enables the management of the flow of goods or products in a supply chain.

A Bibliometric Analysis of Halal Cosmetics Consumer Behaviour in Indonesia

<span lang="EN-US">An increasing number of halal cosmetic companies in Indonesia is meeting the demand from customers for products that adhere to halal standards. As a result, this essay examines academics' viewpoints on the literature on halal cosmetics. We used bibliometric analysis to examine the outcome, and then we visualized the outcome. We came to the conclusion of the most influential and cited article over the last few years and looked at potential future sub-topics and alternate study directions.</span>

How AI Enhances Retail Experiences?

Artificial intelligence (AI) is a powerful tool that can significantly enhance customer service and build customer trust, particularly for companies seeking to maintain a competitive edge in the retail business landscape. This study employs a thematic approach to investigate how automating the shopping experience with AI can enhance the retail customer experience. The study utilized random sampling techniques and interviewed 350 respondents at the shopping centre. Thematic content analysis was used to analyse the data. This method identifies interesting themes or patterns in the data and uses them to address research questions. It goes beyond simple data summarisation and involves interpreting and understanding the data. The results indicate that AI enhances the retail experience in various areas, such as customer service, product descriptions, marketing efforts, training, and interactive audio. Face-to-face interviews with retail managers revealed that four themes emerged from the discussion. Further research is required to generalise the findings of this study. This will undoubtedly assist retailers in planning their business to achieve operational efficiency while remaining competitive in the era of AI.

Creativity: Firing on all generative AI cylinders

Generative AI is unquestionably having its moment in the digital sun. It is currently being used to build applications that can generate new content quickly, efficiently and responsibly, as well as to augment the skills of workers. As this paper will show, however, its ability to create text, images, music, animation, video and even build software code from simple, user-generated text prompts will simplify business processes in a multitude of ways. With generative AI having already demonstrated its ability to ‘see’, ‘hear’, ‘speak’, ‘move’ and ‘write’, the power of its creativity will be increasingly embraced. It will not only be associated for image, audio and video content creation, but will also help with content personalisation, content automation, coding creation and assistance, augmenting customer support, augmenting workers, product design and content repurposing. The potential support it can provide to business is almost limitless.

PENGARUH LINGKUNGAN KERJA, BEBAN KERJA DAN MOTIVASI TERHADAP KEPUASAN KERJA SERTA DAMPAKNYA TERHADAP LOYALITAS KARYAWAN (STUDI KASUS PADA KARYAWAN PT. X YANG BEKERJA DI CUSTOMER PRODUCT DIVISION)

This study aims to examine the effect of work environment, workload, and motivation on job satisfaction and its effect on employee loyalty. The sample used in this research is 200 employees of PT. X in customer product division. The data collection technique used was a survey in the form of questionnaires made on the Google From and distributed online to employees of PT. X in customer product division. The data analysis method used in this research is structural equation model analysis (SEM) and processed using the AMOS 23 application. The result of the analysis using SEM show that, the work environment has a positive but not significant effect on job satisfaction, the work environment has a positive and significant influence on employee loyalty, workload has a positive (not negative) and significant effect on job satisfaction, workload has a positive (not negative) and not significant on employee loyalty, motivation has a positive and significant effect on job satisfaction, motivation has a positive and significant effect on employee loyalty, job satisfaction has a positive and significant effect on employee loyalty, job satisfaction cannot mediate the relationship between work environment and employee loyalty, job satisfaction cannot mediate the relationship between workload and employee loyalty, job satisfaction mediates the relationship between motivation and employee loyalty.