Ensure Customer Satisfaction Research Articles

Evaluating the impacts of supply chain management practices on performance of the tea sub sector in developing country

Effective supply chain management is essential for boosting competitive production in industries like the tea subsector. However, overlooking certain practices has been shown to have negative consequences for the performance of the subsector. Therefore, it is vital for stakeholders to understand the implications of these practices. This study utilizes a FullEX approach to examine how supply chain management practices (SCMP) impact the performance of Kenya?s tea subsector. By conducting a thorough review of existing literature, a two-level criteria framework for these practices is established including 5 criteria in level-1 and 15 criteria in level-2. Comparative analysis is then conducted to gauge the strength of our approach. The results indicate that while customer relationship management is the primary driver of performance in Kenya?s tea subsector, additional factors include coordinating resource-sharing initiatives, managing product processes, ensuring customer satisfaction with product value, optimizing distribution channel networks, and enhancing internal integration. The study delivers comprehensive implications and insights relevant to managers and suppliers in tea manufacturing, scholars, researchers, policymakers in Kenya?s tea subsector, the wider community, and tea farmers engaged in the industry.

The level of taxpayer’s satisfaction for services provided by the Volunteer Income Tax Assistance (VITA) site: A case study

This study aims to explore the satisfaction level of Volunteer Income Tax Assistance (VITA) taxpayers at the University of the District of Columbia (UDC) site. A survey was designed to collect data regarding three main dimensions consisting of 22 paragraphs to achieve this objective. The results reveal that on average the level of satisfaction with the services provided by the UDC VITA tax site is 92.4 percent. The regression results indicate that the current model explains 55 percent of the variation in the dependent variable. The findings of the study reveal that comfortability and experience dimensions are positively and significantly related to the level of satisfaction, whereas the technical and logistic support dimension is not correlated with the level of satisfaction. The findings of this study are crucial for enhancing the services offered by the VITA tax site to ensure customer satisfaction. This approach promotes human capital development in specific areas within the preview organization (Kryscynski & Ulrich, 2015). Moreover, the current study recommends examining the challenges and difficulties encountered by our stakeholders mainly, students and faculty within a university-level VITA tax program to delight our customers (Mittal & Kamakura, 2001).

Supply Chain Resilience Meets Quality Management

Purpose: This study is aimed at supply chain resilience and quality management, which are critical in today's volatile global economy marked by various disruptions. The focus is on how these traditionally separate disciplines can be combined to enhance organizational performance.
 
 Theoretical framework: The theoretical framework revolves around the concepts of supply chain resilience, which includes elements like proactive risk assessment, adaptability, collaborative networks, strategic redundancies, and quality management principles. The research scrutinizes their interplay, revealing significant overlap and implications for organizational outcomes.
 
 Design/Methodology/Approach: An exploratory case study approach forms the core methodology, primarily utilizing secondary data to gain insights into real-world scenarios. This approach enables a deep understanding of the critical factors influencing supply chain resilience and the impact of quality management concepts on customer satisfaction and product/service quality in supply chain processes. The questionnaire is distributed to get insights into the company's practices.
 
 Findings: The findings indicate that integrating supply chain resilience with quality management leads to more sustained and improved organizational outcomes. A resilient supply chain is quicker to recover from disruptions, minimizing financial impacts. Concurrently, a steadfast focus on quality ensures customer satisfaction and loyalty. This integration offers synergistic benefits, contributing to operational efficiency, market competitiveness, and a more substantial brand reputation.
 
 Research, Practical & Social implications: The study provides insights into critical factors of supply chain resilience and their interconnections with quality management concepts. These insights can inform strategies for enhancing resilience and quality management in supply chains. Practically, the study offers a guide for organizations to adopt a unified approach that optimizes supply chain resilience and quality management. This approach is particularly relevant for organizations seeking to improve operational efficiency and customer satisfaction through better risk management and quality assurance processes. Socially, the study highlights the importance of resilient and high-quality supply chains in today’s business landscape by maintaining Sustainable Developmental Goals.
 
 Originality/Value: This research highlights how resilience, characterized by adaptability and robust recovery in disruptive scenarios, and stringent quality management, crucial for meeting customer expectations, are fundamental in modern supply chains. The study emphasizes the importance of a risk management culture and the role of digital technologies in enhancing supply chain resilience, underscoring their vital contributions during crises like the COVID-19 pandemic. Thus, this work offers valuable insights into achieving more resilient and high-quality supply chains in today's challenging business environment through the integration of Quality Management Tools.

How does despotic leadership thwart frontline employees’ role-related service behaviors? A psychological empowerment perspective

Frontline employees’ role-related service behaviors, including in-role service behaviors and extra-role service behaviors, are crucial for ensuring customer satisfaction and enhancing hospitality performance. Drawing upon the theoretical literature on psychological empowerment, we aim to elucidate how and when despotic leadership is associated with frontline employees’ role-related service behaviors. The data was collected from 241 frontline employees and their immediate supervisors across 6 sizable hotels in China. The results demonstrated that despotic leadership undermines both in-role service behaviors and extra-role service behaviors of frontline employees, and frontline employees’ psychological empowerment mediates such relationships. Our findings also demonstrated that individual traditionality, as a boundary condition, could mitigate the destructive effect of despotic leadership on frontline employees’ psychological empowerment. We also discussed the theoretical implications for scholars and practical implications for managers in the hospitality industry.

Streamlined Resilient Post-COVID-19 Supply Chain in Industry 4.0: A Case Study on Romania

The COVID-19 pandemic has accelerated the digitization of the logistics industry, exceeding the expectations of some companies. Ensuring customer satisfaction throughout the online ordering and delivery process has major implications for their profitability and market position. This study aims to classify firms in the logistics sector based on their financial accounting performance and determine if software designed for the logistics sector can improve their performance. By using advanced data analysis methods such as cluster analysis and neural network training, the study identifies three distinct classes. One company from a lower class was given a scenario for implementing digitization, improving its performance indicators, and enabling its movement to a higher class. The practical implications of the study are related to the domestic and international business environment, providing an overview of the logistics sector in Romania and a direction for growth for companies operating in the sector.

Understanding the factors of mobile payment continuance intention: empirical test in Saudi Arabia

Purpose: The objective of this study is to explore the determinants of individuals' intentions to continue utilize mobile payment services by examining integrated model of the constructs of the Technology Acceptance Model (TAM) (perceived ease of use and perceived usefulness) and the Theory of Planned Behavior (TPB) (attitude, subjective norm, and perceived behavioral control). Furthermore, the study investigates the relationship between user satisfaction and their intention to persist in using mobile payment. Methodology: In this quantitative investigation, a sample of 474 mobile e-wallet users was surveyed online. Partial least squares structural equation modeling was employed for data analysis. Findings: The study reveals that the constructs from the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and user satisfaction collectively influence users' intentions to use e-wallet services. Notably, the model demonstrates its ability to elucidate 59.1% of the variance in behavioral intention to continue utilizing e-wallets. Additionally, both user satisfaction and perceived behavioral control significantly impact the decision to persist in using e-wallets. The insights gleaned from this study can be leveraged by e-wallet stakeholders to inform strategic decisions within the e-wallet ecosystem. Practical implications: The inclusion of TAM and TPB constructs enhances our understanding of e-wallet service utilization. These findings offer valuable insights for service providers, enabling them to tailor their marketing strategies more effectively, thereby ensuring customer satisfaction and continued e-wallet usage. Originality: This study introduces a comprehensive and integrative approach to elucidate the factors influencing the sustained use of e-wallet services. By amalgamating two foundational adoptions above theories, it extends our understanding of mobile payment adoption dynamics.

The consistent vehicle routing problem considering driver equity and flexible route consistency

In this study, we address a new consistent vehicle routing problem (ConVRP) by considering driver equity and flexible route consistency. It aims to optimize the departure time and routes for a set of vehicles over a defined planning period, aiming to minimize the total travel time while considering the discounts for the route consistent segments. Previous studies on ConVRP have primarily focused on ensuring customer satisfaction through time consistency and driver consistency, while overlooking driver equity. In our ConVRP, we introduce a flexible strategy to attain route consistency, i.e., drivers are encouraged to traverse familiar routes as many as possible during the planning period by offering time discounts for routes crossed more than twice. Driver equity is addressed through the optimal allocation of delivery capacity. For this problem, we formulate it into a mixed-integer linear programming model. Given its strong NP-hardness, a tailored adaptive large neighborhood search algorithm (ALNS) is developed to solve practical-sized problems. Destroy and repair operators are adaptively applied to remove customers from the routes and reinsert them in better positions. A new repair operator that identifies suitable customer locations by considering vehicle load and an exchange operator that reverses part of the specified routes are proposed to obtain better solutions and increase search efficiency, respectively. Moreover, we enhance arrival time consistency by adjusting departure time. Extensive numerical experiments for instances of varying scales are conducted to evaluate the proposed algorithm. Results demonstrate that i) the proposed algorithm can obtain high-quality solutions (the average relative difference compared to the optimal solution is only 1.68%); ii) Our approach can also find better solutions (with an average improvement rate of 3.53% and 33.70%, respectively) in a short computation time, when compared to the basic ALNS without a new operator and the widely used variable neighborhood descent algorithm; and iii) setting a small discount allows decision-makers to significantly enhance consistent distance for drivers.

Developing Customer-Based Education Strategic Guidelines for Promoting a Software Product

In the Software as a Service (SaaS) startup landscape, effective user education is a critical factor for driving product adoption and ensuring customer satisfaction, both of which are essential for the successful promotion of software products. Traditional methods such as lengthy manuals and eBooks often prove frustrating to users due to their time-consuming nature. This paper addresses the pressing issue of user education in the SaaS industry and proposes customer-centric education guidelines based on a maturity model. These guidelines aim to advance and scale up the learning process, offering a more efficient approach to promoting SaaS products. In our study, we applied these guidelines within an Edtech company, leading to significant improvements in product adoption, user satisfaction, and cost-efficiency. Our findings underscore the necessity for founders and stakeholders in the SaaS sector to prioritize customer training. This research sheds light on the potential benefits of adopting innovative and user-friendly education strategies, ultimately contributing to the growth and success of SaaS startups.

Remanufacturing Practices and Value Chain Performance in the Food and Beverage Industry in Kenya.

With the age of e-procurement and consumer awareness, allowance for product returns is key in ensuring customer satisfaction and customer return. Value chains have been facing challenges such as waste accumulation, scarce resources and high material costs which could be reduced by returning waste products to the value chains for reusing, recycling and remanufacturing. The main objective of this study was to examine the influence of product returns on value chain performance in the food and beverage industry in Kenya. The study adopted a descriptive research design and the target population was 291 companies in the food and beverage industry. The sample population involved 74 companies in the food and beverage industry. Self-administered structured questionnaires were used to collect primary data. Data was analyzed using descriptive and inferential statistics. The study found that value chain performance was influenced positively and significantly by product remanufacturing practices and most of the food and beverage firms in the industry that are implementing remanufacturing practices are improving their value chain performance by minimizing waste and the need to purchase new raw materials thereby increasing operational efficiency. This research was based on remanufacturing practices and value chain performance in the food and beverage industry in Kenya and there is a need to undertake similar studies in retail or commercial sector and in other countries in order to uncover the underlying relationships between remanufacturing practices and value chain performance and the findings may identify interesting comparisons. This study adds to existing research on the subject of remanufacturing practices and value chain performance as it reveals that remanufacturing practices are necessary to promote optimization of the performance of the value chains. Based on the current Literature, studies focusing on the implementation of the remanufacturing practices are limited. There is no study that is linking remanufacturing practices and value chain performance of the food and beverage industry. Therefore, this is a pioneering study in both content and context.

TRANSFORMATION OF ORGANISATIONAL CULTURE IN THE CONTEXT OF BUSINESS DIGITALISATION

Purpose of the article. The research is aimed at analysing the concept of organisational culture transformation and providing practical recommendations for the development and implementation of an effective model of organisational culture transformation that will encourage team members to perform at their best, ensuring customer satisfaction. Methodology. A system of general and unique methods of scientific knowledge was used in writing the current research. The method of content analysis was used in the literature review and its analytical research. The methods of scientific knowledge – induction, grouping and comparison for the formation of methodological connections were used to justify the choice of the research topic and to formulate its purpose. The method of generalisation was used to establish that in modern conditions the approaches to the organisational culture of business enterprises require immediate transformation, taking into account the conditions of digitalisation. The method of system analysis is used to determine strategic priorities for the transformation of organizational culture in the conditions of digitalization. The application of the method of modelling allowed to develop a model of transformation of the organizational culture in conditions of digitalization to promote the development of business enterprises and to influence the beginning of conditions of digitalization. The comparative legal method was used to identify the challenges to be considered when implementing the model of organisational culture transformation in business enterprises. Research conclusion. Strategic priorities for the transformation of organisational culture in the conditions of digitalisation are proposed. The reasons for transforming organisational culture in the context of digitalisation are highlighted. Challenges that can be considered when implementing the transformation model are predicted. The system of organisational culture transformation in the conditions of business digitalisation is developed. The model of transformation of organizational culture in conditions of digitalization is developed in order to promote the development of business strategies aimed at sustainable development of entrepreneurship and to influence the onset of conditions of digitisation in business.

Total Quality Management, Safety and Stakeholders Satisfaction: Model for Healthcare Administration

Total Quality Management, Safety and Stakeholders Satisfaction: Model for Healthcare Administration

Kualitas Peningkatan Pelayanan Publik Menuju Aparatur Sipil Negara (ASN) Bertaraf Internasional

The purpose of this research is to examine initiatives to enhance the quality of public services. in order to achieve service standards that are on par with international standards for the State Civil Apparatus (ASN). This study employs a qualitative method with a case study at a local government agency. that has been recognized as the agency with the best quality public services. In-depth interviews with government officials were used to acquire data., employees and customers, as well as analisis of documents related to the implemented public service improvement program. According to the study's findings, local government agencies have succeeded in improving the quality of public services by implementing a number of strategic initiatives and programs. Among them are the effective use of information technology to improve efficiency and effectiveness accessibility of public services, training and human resource development to improve employee skills and professionalism, and implementing strict service standards to measure and ensure customer satisfaction. In an effort to achieve international civil state standards (ASN), local government agencies have set several main goals, including improving communication and speaking foreign languages, mastery of advanced public information technology and application of ethics and integrity in public administration. serve. function. service assignment. In addition, international recognition ISO (International Organization for Standardization) and others awards for quality of public services are successful goals pursued by these bodies.

Does the Pandemic Have an Impact on Consumer Behavior in Malaysia?

Due to travel restrictions and social distancing, people migrate to online platforms. The Covid-19 pandemic has prompted Malaysians to shop online instead of going to the store daily. This study investigates how Covid-19 affects customer behavior in Malaysia, where some indicators reveal a shift to online shopping during the pandemic. This study employed a survey research design. The researchers tested hypotheses using SPSS. A total of 200 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. The findings revealed that price, convenience, and service quality could directly affect customer behavioral intention. The researchers also found that online trustworthiness and perceived trust can impact customer satisfaction. Consequently, it is recommended that the retail sector in Malaysia places greater emphasis on enhancing the convenience and service quality in online shopping, continuously elevating service standards to ensure customer satisfaction. Despite the findings showing that price and perceived trust have no significant impact on behavioral intentions in this study, they still have a favorable effect. Therefore, it is advisable for the Malaysian retail industry to enhance its pricing strategies and online security measures.

A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a multistage call center that consists of a front and a back office, impatient customers, and an overflow mechanism. Based on the performance evaluation of such a system using a continuous-time Markov chain, a configuration of agents is determined using a binary search algorithm. We focus on structural insights, e.g., convexity conditions, to obtain a quick solution for the staffing problem. Since monotonicity does not always hold, the approach is heuristic. The numerical results show the performance of the algorithm. The influence of the fraction requiring second-level service in the back office and the impatience rate for the minimum number of agents is shown.

Evaluating a User-Centered Environment-Friendly Mobile Phone App for Tourists and Residents Using Facial-Recognition Software

This study aims to examine a user-centered environment-friendly mobile phone app for tourists and residents in Saudi Arabia. To achieve this objective, a new fuzzy decision-making model is constructed. In this scope, by considering a detailed literature examination, eight criteria are identified. Facial expression-based quantum spherical DEMATEL with golden cuts are taken into consideration to examine the possible impact and directions among these criteria. The main contribution of this study is that priority factors in the development of the environment-friendly tourism mobile application can be identified. Moreover, facial expressions of the decision-makers are considered in the fuzzy decision-making analysis. This situation helps us to achieve more appropriate results. The findings demonstrate that user-centeredness is the most significant environment-friendly mobile application performance criterion of the tourism industry. Additionally, functionality is another important determinant with respect to this situation. It is of great importance to ensure customer satisfaction for the mobile applications used in the development of tourism to be successful. Thus, user feedback should be taken into consideration for them to work more effectively. Furthermore, tourism applications should provide users with fast and accurate information. In this context, mobile applications should offer customized offers to users to increase customer satisfaction.

Ensemble learning for demand forecast of After-Market spare parts to empower data-driven value chain and an empirical study

Demand forecast for spare parts in supply chains is essential for ensuring customer satisfaction while minimizing appropriate inventory. The after-market orders mainly depend on repair and maintenance that makes the present problem for demand forecast challenging owing to high variability in demand sizes and time intervals. It is critical to address market fluctuation for effective demand forecast to reduce the risks of oversupply and shortage for supply chain resilience. Intelligent data-driven technologies should be developed to promote value integration and value co-creation among supply chain partners for digital transformation. The shortening product life cycle and the reducing lot sizes of diverse products have increased the challenges of demand forecast and supply chain management. This study aims to classify the demand patterns and develop the corresponding models via stacking ensemble approach to improve the overall forecasting performance. This study develops an alarm system to monitor the performance of the proposed approach and a systematic mechanism for retraining the model to maintain the decision quality. An empirical study is conducted in a leading automotive after-market component manufacturer for validation in real settings. The results have shown the forecast errors and the total cost can be effectively reduced by the developed solution.

HALAL-LABELED FOOD SHOPPING BEHAVIOR: THE ROLE OF IMAGE, TRUST, AND SATISFACTION WITH ATTITUDE

This research aims to examine the shopping behavior of halal-labeled food and the role of several factors in shaping consumer attitudes. Indonesia is a country with the largest Muslim population in the world, leading to high consumption of halal products. The demand for halal food continues to rise in the global market, with the halal food industry expected to reach trillions of dollars by 2027. Brand image, trust, and satisfaction are believed to influence consumer attitudes in purchasing halal-labeled food. This study employs a quantitative approach with a survey method and a questionnaire as the data collection instrument. Respondents are asked to assess variables related to shopping behavior of halal-labeled food using a Likert scale. The research findings conclude that brand image, trust, and satisfaction positively influence consumer attitudes in buying halal-labeled food. Therefore, companies need to enhance brand image, strengthen trust, and ensure customer satisfaction to improve consumer attitudes towards halal-labeled food. By optimizing these factors, consumers are expected to be more inclined to purchase and consume halal food products, thereby supporting the growth of the halal food industry in Indonesia. The managerial implications of this research suggest that companies should reinforce their brand image, enhance consumer trust, and ensure customer satisfaction to cultivate positive attitudes towards halal-labeled food products

A STUDY ON INVENTORY MANAGEMENT” AT MULTITEK AUTO PARTS IN DODDABALLAPUR.

The study on inventory management at Multitek Auto Parts addresses the critical importance of efficient inventory management practices within the automotive parts industry. Multitek Auto Parts, a prominent player in this sector, faces challenges in maintaining an optimal balance between supply and demand while minimizing costs and ensuring customer satisfaction. This research delves into the various strategies employed by Multitek Auto Parts to manage their inventory effectively, considering factors like demand forecasting, procurement methods, stock control techniques, and technology integration. The study not only explores the company's successes and best practices but also highlights potential areas for improvement. By analyzing the inventory management practices at Multitek Auto Parts, this study contributes valuable insights to both academic literature and industry professionals, shedding light on the intricacies of inventory optimization in a competitive automotive parts market. Keywords: Inventory management, Supply chain, Optimization, Inventory control, Demand forecasting, Stock levels, Ordering policies, Reorder point, Safety stock, Just-in-time (JIT),MEconomic order quantity (EOQ) etc.

ANALISIS GAYA KEPEMIMPINAN DALAM MENINGKATKAN EFEKTIVITAS KINERJA KARYAWAN PADA PT GRAHA SERIBU SATU JAYA

To maximize business outcomes and ensure customer satisfaction, it is crucial to enhance the performance of the staff. The objective of this study is to ascertain the leadership model employed by PT Graha Seribu Satu Jaya and to evaluate its effectiveness in improving employee output at PT Graha Seribu Satu Jaya. The methodology for data collection, analysis of results, and drawing conclusions is an integral part of the qualitative research approach. Literature review, in-depth observations, and extensive interviews with four employees and production supervisors were used as data sources. The research findings are based on the democratic management approach adopted by PT Graha Seribu Satu Jaya. Production supervisors value each other's potential by engaging in activities expected to enhance employee performance effectiveness, the utilization of training, employee performance effectiveness, employee capabilities, and the extent to which employees rely on others for assistance. Employees do not feel sufficiently motivated, leading to a lack of initiative in their work.

The Influence of Customer Experience and Brand Awareness on Customer Loyalty Mediated by Customer Satisfaction (Empirical Study: Yoshinoya Restaurant Customers in DKI Jakarta)

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yoshinoya restaurants in DKI Jakarta. Data analysis was performed using Structural Equation Model with AMOS program. The research findings indicate that the customer experience provided by Yoshinoya restaurants does not have a strong and significant relationship with customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. However, it was found that brand awareness has a strong and significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. When mediated by customer satisfaction, turns out customer experience does have a strong and significant relationship with customer loyalty. Enhanced, when brand awareness mediated by customer satisfaction, has a stronger and more significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. The implications of this research suggest that companies can enchance customer loyalty by improving customer experience, brand awareness, and customer satisfaction. This can be achieved through the provision of high-quality food, efficient service in terms of speed, a strong brand, and most importantly ensuring customer satisfaction. Customer satisfaction is crucial in transforming a negative into a more positive one.