Product Customer Research Articles

SERVICE QUALITY AND CONSUMER PATRONAGE IN ROBAN STORES, AWKA ANAMBRA STATE-NIGERIA: CONTENT ANALYSIS

<p>This study explores the relationship between service quality and consumer patronage at Roban Stores, Awka, Anambra State, Nigeria, employing a qualitative research approach through content analysis. Service quality is conceptualized as the provider's ability to meet customer expectations and enhance business performance through dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. Consumer patronage is defined as the consistent preference of consumers to repeatedly choose a particular firm's products or services over competitors', influenced by factors including product quality, price competitiveness, customer service, and overall satisfaction. The study investigates these dynamics at Roban Stores, high lighting factors such as quality products, competitive pricing, excellent customer service, strategic location, diverse product offerings, promotional activities, store ambiance, word-of-mouth, loyalty programs, and social media presence as crucial in shaping consumer perceptions and fostering patronage. Findings underscore the significance of managing service quality to enhance customer satisfaction and loyalty, recommending strategies for continuous improvement to sustain competitive advantage in the retail market.</p>

Popping-Up Poster: A Pin-Based Promotional Poster Device for Engaging Customers through Physical Shape Transformation

Promotional media, such as paper posters and digital signage, are installed in shopping malls to recommend products and services. However, it has been reported that many customers tend not to be interested in these promotional media and do not receive the information. When product information is not communicated effectively, advertisers are unable to convey the information they wish to share with customers, and customers miss the opportunity to receive valuable information. To address such issues, a lot of methods have been proposed to make people aware of the presence of media; however, there are not many methods that take into account the delivery of product information to customers. In this study, we propose Popping-Up Poster, a pin-based poster device designed to capture customer attention and convey information through dynamic shape changes. To verify the effectiveness of the proposed system, field experiments were conducted in a café, where its promotional effects were compared with those of traditional promotional media, including paper posters and digital signage. These results show that Popping-Up Poster has the potential to be more effective in recommending products and influencing customer product choices compared to conventional promotional media.

The influence of supply chain agility on FMCG SME marketing flexibility and customer satisfaction

In the fast-paced Fast-Moving Consumer Goods (FMCG) sector, small and medium-sized enterprises (SMEs) must adapt swiftly to changing market conditions and consumer demands to stay competitive. This review explores the influence of supply chain agility on marketing flexibility and customer satisfaction in FMCG SMEs. Supply chain agility, characterized by responsiveness, adaptability, and real-time decision-making, enables SMEs to respond quickly to market shifts, optimize operations, and deliver products efficiently. As a result, agile supply chains directly impact the marketing flexibility of SMEs by enabling faster product launches, customization, and rapid adjustments to promotional strategies based on market feedback. This also highlights how marketing flexibility, supported by agile supply chains, enhances customer satisfaction by meeting expectations related to product availability, quality, and service delivery. Agile supply chains allow FMCG SMEs to reduce stockouts, improve order fulfillment times, and adapt to customer preferences, creating a seamless experience that fosters brand loyalty. Furthermore, this review presents case studies of FMCG SMEs that have successfully implemented agile supply chains to boost marketing responsiveness and customer satisfaction, demonstrating real-world applications of these strategies. By examining the interrelationship between supply chain agility, marketing flexibility, and customer satisfaction, this review emphasizes the importance of an integrated approach to operations and marketing in FMCG SMEs. The findings suggest that investing in supply chain agility is critical for SMEs seeking to enhance their market adaptability and customer-centricity. The study concludes by offering recommendations for FMCG SMEs to develop agile supply chains that enable them to thrive in a competitive and ever-evolving marketplace, where customer satisfaction and rapid market response are key drivers of success. Keywords: Supply Chain, FMCG SME, Marketing Flexibility, Review.

The Influence of Product Quality and Service Quality on Customer Loyalty Through Customer Satisfaction

Product quality an important role in the marketing strategy that can be implemented by Informa by providing the best products for its consumers to provide trust, satisfaction and a positive experience so that consumers make product purchases in the future. 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 190 male and female respondents of Informa product customers aged 17-50 years who have made a purchase at least 1 time in the last 1 year and domiciled in Jakarta. Primary data analysis was carried out using the SEM Smart PLS method. The results of this study indicate that product quality and service quality have an effect on customer satisfaction. Furthermore, product quality and service quality have a direct effect on customer loyalty, but satisfaction does not affect customer loyalty. Customer satisfaction is not proven to be a mediation between product quality and service quality on customer loyalty. This study contributes to Informa in maintaining and increasing customer loyalty, which can be seen from several factors formed from each consumer complaint optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

Data Visualization of Bike Store Sales in Europe

This paper presents a comprehensive analysis of bike sales and customer demographics in Europe based on a dataset obtained from Kaggle.com. The dataset covers the period from 2011 to 2016 and includes information on customer age, gender, product categories, order quantities, unit costs, unit prices, profit, and revenue. The analysis utilizes data visualization techniques to identify key trends, including the top-selling products, customer purchasing power across different age groups and customer genders, and product profit margins. The findings suggest opportunities for retailers to target specific customer segments and product categories to maximize profits. Additionally, the report highlights the growing popularity of cycling as a sport and a healthy lifestyle choice, indicating a potential for increased demand in the bike retail market. Overall, the insights provided in this report aim to assist retailer chains in developing effective strategies to capitalize on the opportunities presented by the European bike sales market.

Visual metaphors for collaboration planning in strategy meetings

PurposeUsing visual metaphors with physical artefacts can improve collaboration planning processes in strategic meetings. The study presented here aims to examine these processes.Design/methodology/approachIn this study, the participants used the LEGO® Serious Play® method in strategic planning meetings. The meetings were video recorded, and a thematic analysis method was applied to produce coded themes and narratives of collaboration planning based on the visual metaphors used in the meetings.FindingsThe study participants built LEGO artefacts representing three primary visual metaphors of collaboration focussing on landscapes, interaction processes and shared goals. The participants began with building landscapes by stacking and connecting LEGO base pieces as surfaces to build on, and to represent separate physical locations and more abstract business concepts. Alternatively, landscapes were built to centre activities around key business stakeholders. In terms of interaction processes, the participants lined up LEGO character pieces to explore communications between product developers, salespersons, customers and external partners. As for shared goals, tower-like high structures were created to represent open discussions, data sharing, prototyping and threats that should be avoided.Originality/valueThis study shows that using visual metaphors with physical artefacts provides an effective method for planning strategic collaboration areas, communications and future goals. Creating and communicating visual metaphors using physical artefacts enhances the creativity and participation of the meeting participants. Our future work will focus on studying the use of physical artefacts other than LEGO pieces in different group meetings contexts to better understand the role of visual metaphors.

Multi-objective development of novel egg free cakes using quinoa protein and its quality attributes

This study explores the potential of utilizing quinoa protein as an egg substitute in bakery products for customers with health, culture/religion, or dietary restrictions. Quinoa protein was prepared from quinoa seed by alkaline solubilization followed by isoelectric precipitation and drying. Four different formulations of egg-free cakes were prepared by incorporating quinoa protein in egg equivalents of 50 g (Formulation 1), 75 g (Formulation 2), 100 g (Formulation 3), and 150 g (Formulation 4). The research involved Fourier-transform infrared spectroscopy and revealed such functional properties as proximate composition, physical properties, color, texture, microstructure, and sensory characteristics for the batters and the cakes. The incorporation of different quinoa protein concentrations significantly (p < 0.05) affected all the functional properties of the batters and the cakes. Such variables as crude protein and ash increased while moisture and fat contents decreased. The baking loss went down as the share of quinoa protein went up. The structural analysis showed an increase in gumminess and chewiness accompanied by a decrease in cohesiveness and elasticity. The analysis also revealed hardness and non-uniform changes. The lightness (L*) and yellowness (b*) of the cake surface and crumb decreased while the redness (a*) increased. The cakes prepared according to Formulation 4 with the greatest share of quinoa protein had a high nutritional value with reasonable concentrations of essential amino acids in general and a high level of lysine in particular. The same sample also received the highest score for overall sensory properties. The sensory assessment proved that quinoa protein could meet consumer expectations of egg-free cakes.

Implementasi Kinerja Operasional dan Kepuasan Pelanggan Terhadap Tingkat Penjualan

This study aims to analyze the impact of operational performance implementation and customer satisfaction on sales levels, with a case study on the D'One Acc Cellphone Counter. Operational performance includes internal process efficiency, quality control, and technology use, while customer satisfaction includes product quality, service, and customer experience. This study uses a quantitative method with a survey approach to collect data from customers and employees of the D'One Acc Cellphone Counter. The results of the analysis showed that there was a significant positive relationship between operational performance and customer satisfaction levels. In addition, customer satisfaction has a positive effect on sales levels. Good operational performance improves the quality of products and services, which in turn increases customer satisfaction and drives higher sales. These findings underscore the importance of integrating effective operational strategies and focusing on customer satisfaction to achieve increased sales. This research provides insight for the management of D'One Acc Hp Counters in formulating better strategies to improve operational performance and customer satisfaction, as well as maximize sales potential.

Unveiling the Nexus: Elevating marketing strategies for enhancing satisfaction and loyalty in elderly health care services

The study aimed to examine whether there is an association of marketing mix, and perception with customer’s satisfaction, and loyalty among elderly people. A total of 400 participants were included in the study. The study population comprised individuals aged 65 years and above from Assam, India including both males and females. Participants were primarily selected from residential homes, old age homes, and various common gathering places such as parks, shops, Namghar (a holy place), and community halls. The study indicated a significant correlation between the dimensions of the marketing mix, perception, satisfaction, and loyalty. Moreover, the findings from the linear regression analysis, revealed customer satisfaction towards the marketing of healthcare services can be attributed to product, price, place, process, and physical evidence (7 P’s) and customer perception (R2=.54; .53 respectively). Additionally, customer loyalty towards the marketing of healthcare services is influenced by product and price (7P’s), and customer perception (R2=.54; .2 respectively). This study contributes to understanding the overlooked aspect of marketing to the elderly population, providing valuable insights for healthcare companies to develop improved marketing strategies. Hence, irrespective of the organization's size, type, or location, whether it's a startup or an established entity, privately owned or government-operated, local or global, the role of business managers is vital in making informed decisions and establishing strategic priorities to allocate resources efficiently in order to meet evolving customer demands and achieve business success. As a result, commercial enterprises need to develop tools, concepts, and strategies to effectively navigate the dynamic and unpredictable marketing landscape.

Integrated FEM-Multibody Co-Simulation of Additively Manufactured Hip Prosthesis containing cracks.

The increase in life expectancy and attention to the quality of life of elderly people spurred the need, in the last decades, to increase the capabilities of medical and surgical techniques. Among these, the development of prosthetic implants has been a staple of biomedical engineering research since the 70’s. In order to satisfy the challenging demands, the latest novelties in industrial engineering are being tested in their applicability to subjects. The 3D printing of metal alloys can produce a highly customizable product, which, after the proper heat treatments, can possess adequate mechanical properties to ensure a satisfactory component life. Defective products are often the results of wrong or absent post-processing treatments which may cause an uncontrolled crack propagation and a premature total failure of the implant. The behavior of such a product, with various critical crack conditions, was investigated by an integrated MBD-FEM co-simulation environment, focused on a femur subjected to total hip replacement. It was concluded that the Stress Intensity Factor (SIF) computed by the model is compatible with the premature failures experienced by patients, and as such, this model opens the possibility for further analyses aimed at understanding the role of defects on the durability of prothesis

Development of a fuzzy analytic hierarchy process model, sensitivity analysis, and addressing barriers to additive manufacturing implementation in small- and medium-sized enterprises (SMEs)

Additive manufacturing (AM) is gaining popularity worldwide due to its potential to revolutionize manufacturing processes, improve product customization, and reduce waste. Nevertheless, small- and medium-sized enterprises (SMEs) encounter major challenges when implementing AM technologies. The objective of this research is to utilize the fuzzy analytic hierarchy process (FAHP) to identify and prioritize the critical challenges that impede the implementation of AM for SMEs. The study employs a two-stage methodology. First, a thorough literature review and expert discussions identify 15 major barriers to AM adoption. Second, a systematic model is proposed to establish a ranking of these barriers, which is based on the FAHP. The results are validated using sensitivity analysis to ensure the robustness of the findings. Additionally, potential solutions to overcome these barriers are discussed. The research indicates that the two most significant barriers for SMEs are the high costs of equipment and the scarcity of skilled designers. The model that has been presented is a valuable resource for SME managers and practitioners, as it allows them to make strategic and informed decisions that facilitate the efficient implementation of AM. This research is groundbreaking in its comprehensive analysis of the prioritization and ranking of AM implementation barriers, with a particular emphasis on SMEs. It offers essential insights for future research and practical applications.

Implementation of Artificial Intelligence in Quality Management in SMEs: Benefits and Challenges

The adoption of artificial intelligence (AI) in small and medium-sized enterprises (SMBs) has emerged as a key strategy for improving quality management. This article discusses the main benefits and challenges of implementing AI in this context. A systematic review of the academic literature and relevant business reports was carried out, in order to collect and analyze empirical evidence on the application of AI in the quality management of SMEs, obtaining as results that the main benefits of the implementation of AI in the quality management of SMEs include: Improved data-driven decision-making, process automation and error reduction, early detection of quality issues, customization of products and services, and resource optimization and cost reduction. On the other hand, the main challenges were: Lack of knowledge and skills in AI, high implementation costs, concerns about data security and privacy, resistance to cultural change, and integration of AI with existing systems and processes, concluding that the implementation of AI in SMB quality management offers significant benefits, but it also entails challenges that must be addressed strategically. SMEs that manage to overcome these challenges will be able to take advantage of the competitive advantages offered by AI, improving their efficiency, quality and adaptability in an increasingly dynamic business environment.

BRalu Profile: the procurement strategy

Learning outcomes After completion of the case study, students will be able to understand BRalu Profile’s product range, customer base and historical developments; analyze how BRalu Profile’s procurement strategy evolved and its impact on business profitability; calculate and compare procurement costs and evaluate their role in decision-making for different suppliers; examine how market conditions (includes domestic and international dynamics) and pricing strategies influence procurement choices; assess the pros and cons of different procurement options and make informed recommendations based on supply chain principles; and identify potential procurement risks (e.g. currency exchange rates and supplier reliability) and propose strategies to mitigate them. Case overview/synopsis This case study explored the challenges faced by BRalu Profile, a prominent aluminum profile products company based in Ahmedabad, India. It focused on the critical task of supplier evaluation, selection and the complexities of maintaining relationships with existing suppliers. This case study delved into the intricate dynamics of procurement decisions within the supply chain and their direct impact on the firm’s overall performance. It also emphasized the supply chain’s susceptibility to disruptions and their consequences on company operations and supplier selection criteria. The protagonist, Dhaval Choladiya, had to navigate the complexities of cost-benefit analysis to identify the most suitable supplier, maximizing the firm’s net benefit while considering nonpricing parameters. This case study revealed the critical importance of maintaining strong supplier relationships in a competitive market and offered insights into the complexities of sourcing. Complexity academic level This case study is suitable for an undergraduate or graduate-level course on strategic sourcing or supply chain management or a risk management module in operations, strategy or finance course (e.g. how to deal with input cost fluctuations). Supplementary materials Teaching notes are available for educators only. Subject code CSS 11: Strategy.

Efficacy of selected insecticide sprays against Indian meal moth (Lepidoptera: Pyralidae) wandering larvae on various surfaces

The Indian meal moth, Plodia interpunctella (Hübner) (Lepidoptera: Pyralidae), is a worldwide pest found in food product warehouses. Presence of P. interpunctella wandering larvae causes customer complaints and product rejection from customers. Its prepupal stage is susceptible to insecticide treatment due to their wandering behavior. We evaluated the efficacy of three insecticide sprays, ExciteR (0.017% pyrethrins, 0.174% piperonyl butoxide), Suspend SC (0.053% deltamethrin), and Transport Mikron (0.047% acetamiprid, 0.056% bifenthrin) against P. interpunctella wandering larvae by forced exposure to porous (vinyl tile, unpainted pinewood, concrete, and paper) and non-porous (steel, glazed ceramic) surfaces, and exposure to treated harborages made of two pieces of vinyl tiles, unpainted pinewood, and concrete. Under continuous exposure conditions, both ExciteR and Suspend SC caused significantly higher mortality (90–96%) than Transport Mikron (73–75%) on non-porous surfaces after 4 days (P < 0.05). But on porous surfaces, the three insecticides caused ≤63% mortality with Suspend SC being the most effective. When using 2× amount of insecticides as that in the previous test (2.1 gallon/1000 ft2, which is 4.33, 1.20, and 2.33 mg a.i./m2 of ExciteR, Suspend SC, and Transport Mikron, respectively), Suspend SC was the only insecticide causing high mortality (≥99%) through both forced exposure to concrete surface and exposure to treated concrete harborage. Whereas other treatments caused <12% mortality. Among the porous surfaces, residual efficacy of Suspend SC on concrete was significantly higher than that on vinyl tiles. Application of an effective liquid insecticide (such as 0.053% deltamethrin) into harborages or directly to the possible pupation sites, such as corners, cracks, and crevices could be an effective strategy for managing P. interpunctella wandering larvae in warehouse environment.

The Effect of Product Innovation and Customer Relationship Management on Satisfaction Mediated by Purchasing Decisions in the Coffee Shop Industry

The coffee shop industry faces increasingly fierce competition, where consumers have many choices. To retain and attract customers, coffee shops must continuously develop product innovation and improve customer relationships through Customer Relationship Management (CRM). This study aims to identify the effect of product innovation and CRM on customer satisfaction and understand the role of purchasing decisions as a mediator in this relationship. This research uses a survey method by collecting data from coffee shop customers through questionnaires. The research sample consisted of coffee shop visitors who were active during the research period. The collected data were analyzed using statistical techniques, including regression analysis. The results showed that product innovation has a significant positive impact on customer satisfaction. CRM also has a significant favorable influence on customer satisfaction. Furthermore, purchasing decisions were found to mediate the relationship between product innovation and customer satisfaction, as well as between CRM and customer satisfaction. These findings indicate that coffee shops focusing on developing innovative products and implementing effective CRM strategies can increase customer satisfaction. In addition, purchase decisions are an essential intermediary in linking product innovation, CRM, and customer satisfaction. Therefore, coffee shop management must consider better strategies for integrating product innovation, CRM, and purchase decisions to achieve long-term success in this competitive industry. This research contributes significantly to understanding the factors influencing customer behavior and the strategies coffee shop industry players can use.

A Bibliometric Analysis of the Global Trend of Residual Stress Induced by WAAM Process and Stress Relief Heat Treatment

Gathering data from previous research and incorporating it into a scientometrics investigation can provide valuable insights into a particular area of study. Wire Arc Additive Manufacturing (WAAM) is currently popular for producing customized metal products quickly. Despite this, there have been lack of studies on implementing stress relief heat treatment after the manufacturing process to reduce residual stress in the resulting parts potentially. This paper represents the first bibliometric analysis study focusing on the application of stress-relief heat treatment as a post-processing method for wire arc additive manufacturing (WAAM). Given the exploratory nature of this research, it is expected that future investigations will continue to delve into these areas, ultimately contributing to a better understanding of the effects of stress-relief heat treatment on the additively manufactured materials.

Enhancing Customer Experience through Sentiment Analysis and Natural Language Processing in E-commerce

The research explores the use of sentimental analysis and natural language processing (NLP) in e-commerce applications to enhance customer experience. It identifies a positive correlation between customer reviews and products, overcoming previous limitations in language training and customer loyalty. The study aims to increase e-commerce business sales by 15.4%, resulting in a 15% increase in business profit and a 1% increase in positive recommendations. The study underscores the potential of these technologies in enhancing consumer satisfaction, brand loyalty, and e-commerce performance.

Sound in mode on: how sound stimuli influence customer engagement?

AbstractThe objectives of this research are as follows: (i) to study whether the presence of sound stimuli influences customer engagement; (ii) to assess this effect on different dimensions of customer engagement (sensory experience, approach-avoidance response, and emotional response); and (iii) to study whether product type and customer involvement moderate the effect of sound on customer engagement. This research analyzes the effect of two different sound stimuli for two different product types on two digital channels. The experimental design for Study 1 is a 2 sound (sound associated with the product vs. no sound) × 2 product type (hedonic vs. utilitarian) displayed in a social network (Instagram) environment. The experimental design for Study 2 is a 2 sound (voiceover vs. no sound) × 2 product type (hedonic vs. utilitarian) displayed in a blog. Both studies additionally incorporate measured variables, with a particular focus on customer involvement (low and high). A total of 512 participants interacted with a condition and then completed a questionnaire. The presence of sound increases customer engagement in the sensory experience and approaching response. The interaction of sound (voice-over) and the hedonic product positively influences the emotional response, and customer involvement negatively moderates the influence of sound on the sensory experience.

A Narrative Review: Optimization Algorithms for The Problem of Allocating Shelf Space in Retailing

The Shelf Space Allocation Problem (SSAP) is of great significance in the retail industry since it directly impacts the effectiveness of product placement and organization within a shop. This issue arises from a deficiency in comprehending the strategic arrangement of products, resulting in the wasteful utilization of space. Notably, SSAP has a significant negative impact on store operations and customer satisfaction, resulting in wasted space and a reduction in the number of products that can be displayed to customers. Hence, the careful selection of an optimization method is crucial for effectively managing the allocation of shelf space in retail operations. This study aims to examine optimization algorithm techniques for addressing the issue of shelf space allocation in a particular environment, such as enhancing sales, minimizing congestion, or optimizing space utilization. Several studies have considered several optimization algorithm methods that have been used in solving the SSAP, including Genetic Algorithm (GA), Linear Programming (LP), Dynamic Programming (DP), Simulated Annealing (SA), Particle Swarm Optimization (PSO), and Variable Neighborhood Search (VNS). These methods are selected based on problem characteristics, including nonlinearity, integer requirements for variables, and constraints such as limited rack space. This optimization method helps retailers to effectively optimize shelf space allocation and maximize sales and profits. The study thus reviewed previous papers examining optimization algorithm methods to solve the problem of shelf space allocation. Those methods are crucial in improving product organization efficiency, customer satisfaction, and overall business performance.

Large-Scale High-Accuracy and High-Efficiency Phase Plate Machining.

In this paper, multifunctional, multilevel phase plates of quartz substrate were efficiently prepared by using a newly developed polygon scanner-based femtosecond laser photolithography system combined with inductively coupled discharge plasma reactive-ion etching (ICP-RIE) technology. The femtosecond laser photolithography system can achieve a scanning speed of 5 m/s and a preparation efficiency of 15 cm2/h while ensuring an overlay alignment accuracy of less than 100 nm and a writing resolution of 500 nm. The ICP-RIE technology can control the etching depth error within ±5 nm and the mask-to-mask edge error is less than 1 μm. An 8-level Fresnel lens phase plate with a focal length of 20 mm and an 8-level Fresnel axicon phase plate with a cone angle of 5° were demonstrated. The diffraction efficiency was greater than 93%, and their performance was tested for focusing and glass cutting, respectively. Combined with the high-speed femtosecond laser photolithography system's infinite field-of-view (IFOV) processing capability, the one-time direct writing preparation of phase plate masks of different sizes was realized on a 6-inch wafer. This is expected to reduce the production cost of quartz substrate diffractive optical elements and promote their customized mass production.