Customer Evaluation Research Articles

Understanding Antecedents That Affect Customer Evaluations of Head-Mounted Display VR Devices through Text Mining and Deep Neural Network

Although the market for Head-Mounted Display Virtual Reality (HMD VR) devices has been growing along with the metaverse trend, the product has not been as widespread as initially expected. As each user has different purposes for use and prefers different features, various factors are expected to influence customer evaluations. Therefore, the present study aims to: (1) analyze customer reviews of hands-on HMD VR devices, provided with new user experience (UX), using text mining, and artificial neural network techniques; (2) comprehensively examine variables that affect user evaluations of VR devices; and (3) suggest major implications for the future development of VR devices. The research procedure consisted of four steps. First, customer reviews on HMD VR devices were collected from Amazon.com. Second, candidate variables were selected based on a literature review, and sentiment scores were extracted. Third, variables were determined through topic modeling, in-depth interviews, and a review of previous studies. Fourth, an artificial neural network analysis was performed by setting customer evaluation as a dependent variable, and the influence of each variable was checked through feature importance. The results indicate that feature importance can be derived from variables, and actionable implications can be identified, unlike in general sentiment analysis.

Pengaruh Fitur Customer Review dan Persepsi Risiko Terhadap Keputusan Pembelian pada Pengguna Shopee (Studi pada Mahasiswa Universitas Bandar Lampung Prodi Manajemen Angkatan 2019)

This study aims to analyze the impact of two independent variables, customer evaluation and perceived risk, on Shopee users' purchasing decisions. These are factors that deserve attention in the digital age because they have great potential to influence consumer behavior when shopping on the Shopee platform. Research subjects include classmates from the Faculty of Economics of Bandar Lampung University, Class of 2019. The research sample used is 107 respondents and the sampling is done according to Slovin's formula to ensure the level of study. representation of the data. Collected data were analyzed by the method of coefficient of determination analysis and tested by t-test and F-test to test the research hypothesis. Research results show that customer reviews and perceived risk have a significant influence on the purchasing decision of Shopee users. These results provide valuable information for sellers on the Shopee platform so that they can better understand the importance of product quality assessments from customers and the perceived risk. influence consumers' purchasing decisions. While the results of this study provide relevant insights, the study also recognizes that there are other factors that can influence shopping behavior at Shopee. Therefore, other variables should be included in further research for a more comprehensive understanding of consumer buying behavior in the e-commerce environment.

A Study on the Smart City Project Evaluation Method based on Demand for Proptech Technology using Fuzzy Measurement

This study established an evaluation system for preliminary evaluation of projects combined with smart city based on demand for proptech technology, and suggested a customized evaluation method that can be used for future regional projects. As the main result, first, the evaluation system was established by dividing it into three areas for the establishment of the evaluation system: proptech technology field, smart city living lab field, and smart city business plan field. In addition, the analysis results for this were presented as 0.609 for the internal evaluation field in the proptech technology field, 0.420 for the evaluation field of participation factors in the smart city living lab field, and 0.410 for sustainability in the smart city business planning field. Finally, a customized evaluation system was proposed with an emphasis on methodological application and provision of alternatives, and its utilization method was verified.

Customer responses to service providers’ touch: A meta-analysis

Touch is a critical part of many consumer experiences (e.g., shaking hands with a salesperson or a calming touch from a healthcare provider). In this paper, we synthesize the existing research on service providers’ initiated touch during their interactions with customers. We use meta-analysis to estimate the effect of touch across eight outcome categories relating to customer behavior and evaluations. Our analysis includes 55 effects extracted from 37 studies published from 1979 to 2019 with a total of 6,323 subjects. We use between-study characteristics to explore potential moderators of the touch effect. Overall, we find service providers’ touch to have a moderately strong and positive effect on customers. The touch effect appears to be significantly stronger in service settings than retail settings and is robust across a variety of between-study factors.

An integrated Multi-Criteria Decision Making and Multi-Choice Conic Goal Programming approach for customer evaluation and manager assignment

Companies adopt a customer-centric approach to maintain their competitive position or dominate the market. In this context, managers are pivotal in navigating the competitive markets in accomplishing these goals. Setting targets and conducting performance evaluations are vital for managers’ long-term success. This study aims to optimise customer evaluation and manager assignment in the defence industry. An integrated approach utilising the Analytical Hierarchy Process (AHP) and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) is employed to conduct a comprehensive market analysis and conduct this evaluation. A bi-objective integer programming model is formulated to maximise​ total integrated scores and potential returns. The efficient number of visits is determined by combining Multi-Criteria Decision Making (MCDM) and Multi-Choice Conic Goal Programming (MCCGP). This study offers an objective alternative to traditional survey-based evaluations by proposing a novel decision support system for Goal-Based Performance Appraisals (GBPA) of managers. The proposed approach yields performance values that are considerably more reliable than questionnaire results. Moreover, the proposed decision support system can effectively benefit employees across diverse sectors, extending beyond the confines of the defence industry.

Evaluation of customer orientated indices and reliability study of electrical feeder system

Aim. Reliability evaluation of a system or component or element is very important in order to predict its availability and other relevant indices. Reliability is the parameter which tells about the availability of the system under proper working conditions for a given period of time. The study of different reliability indices are very important considering the complex and uncertain nature of the power system. Methods. The study uses classical methods of the reliability theory in respect to a system with a constant failure rate consisting of series-connected elements. Conclusions. The paper reviews literature dedicated to the reliability estimation of power supply systems. In particular, the paper examined studies that employed the Markov cut-set approach, the conditional probability approach, distribution systems simulation, probabilistic models, the Monte Carlo method, reliability network equivalent, state transition sampling, inspection repair-based availability optimisation of distribution systems, bootstrapping, fault tree analysis, Bayes networks, peak-valley partition model, demand response model, etc. The authors defined the problem and analysed input data. They showed that, in physical terms, the system configuration will be a series reliability network. Given the above, the system fails even if one component fails, and survives if all of the components survive. It is noted that, when considering the reliability of series systems, the three basic parameters are average failure rate, average annual outage time and average repair time. As the customer orientated indices associated with the research of operational reliability the system average interruption frequency index (SAIFI), the system average interruption duration index (SAIDI) and the customer average interruption duration index (CAIDI) were used. Using the example of an eight-node radial distribution system, reliability was estimated for each distribution section, as well, as at each load point. For the examined distribution sections and load points, three basic reliability parameters were also obtained, i.e., the average failure rate, average outage time and average annual outage time. For a radial distribution system, important customer-oriented indices were estimated, i.e., system average interruption frequency index, system average interruption duration index and customer average interruption duration index. The resultant data allow characterizing reliability and other associated indices, which is relevant for power distribution systems.

Role of CRPs in tasar sector: Present status and future strategies

Aim: Employ of CRPs for utilization in tasar sericulture by needy organizations under various government schemes / developmental projects. Methodology: Community Resource Persons were nurtured under ISDS (Integrated Skill Development Scheme) of CSB and MKSP Tasar projects as a sector specialist cadre who works as specialist of knowing the cutting edge technologies of tasar culture and they will bring the theory of change further to unskilled community to build their skills and creating awareness about the new scientific practices of Tasar Sericulture and building their vision and understanding around communes. CRPs were trained collectively by PRADAN and CSB. Selection of beneficiaries, organizing them into Tasar Vikas Samities (TVSs), signing of agreement with beneficiaries, support for developing infrastructure, etc., during early period of the project, to get maximum project output and keep the tribal's interested in Tasar culture, utilization of the existing Tasar food plants in the forest areas/ raised under other schemes, Skill up-gradation, handholding support to the beneficiaries in creating activity groups were the primary activities achieved by engaging Community Resource Persons (CRP). Disease monitoring, technological support, etc., were monitored by these groups of resource person's. Results: A meticulous and customized evaluation programme of the CRPs was accomplished during 2022-23. A total of 479 CRPs nurtured under the special projects in the states of Jharkhand, Bihar, Chhattisgarh, Odisha and West Bengal, were accredited jointly by CTRTI Ranchi, Birsa Agricultural University Ranchi, KVKs and TDF-PRADAN Deoghar at field level. CRPs from 05 states covering 18 districts, 46 blocks, and 248 villages consisting 340 males & 139 females participated in evaluation & accreditation of CRPs. It was found that 36.74 percentage of CRP's had expertise in rearing activities followed by grainage and rearing (33.40%) and grainage (11.27%), however; only 8.56 % of the CRP's had their expertise in post cocoon technology. The results of assessment of Community Resource Persons (CRPs) based on different criteria revealed that the CRP's having expertise in both grainage & rearing scored 35.95 which is highest among the CRP's. Whereas lowest score of 30.65 was noticed with the CRP's who had expertise in Grainage. With respect to different criteria for assessment of the CRP's expertise in Tropical Tasar under the criteria of timeliness and sincerity; CRP's scored 7.07 out of 10 score followed by community mobilization (6.83) & on field technology support (6.79). Interpretation: As Tasar sector has attracted attention of many funding agencies in the recent past, keeping in view the need of horizontal expansion and shortage of manpower with the State Sericulture departments and others parallel institutions, CRPs can play a vital role based on their skill sets for further utilization by needy organizations under various government schemes/developmental projects. Key words: Community resource person, Extension, Tasar sector, Training

Customized evaluation of special endurance and functionality for optimal health and performance in judo athletes

Background and Study Aim. Achieving optimal health and performance in judo athletes requires a customized approach to training and evaluation. This study aimed to assess the level of special endurance and functionality of experienced judo athletes for optimal health and performance. Material and Methods. Thirteen experienced judo athletes were tested using a dummy throw with a deflection for 4 minutes, with the number of throws and heart rate dynamics assessed during and after the exercise. Heart rate indicators were recorded using a heart rate sensor and a specialized computer program. Results. The athletes completed the maximum number of throws in the first minute, followed by stabilization. Heart rate gradually increased during the test, reaching a maximum of 184 beats per minute at the end of the test. These findings suggest that the dummy throw test can be used to assess the level of special endurance in judo athletes, while heart rate indicators can be used to characterize their current functional state. Conclusions. A customized evaluation of special endurance and functionality provides valuable insights for optimizing health and performance in judo athletes. By tailoring training programs to individual needs, coaches and trainers can help judo athletes achieve their full potential while minimizing the risk of injury and burnout. Overall, this study highlights the importance of a personalized approach to training and evaluation for maintaining optimal health and performance in judo athletes.

Customer value-in-use monitoring in business markets: An investigation into its determinants and consequences

Monitoring customers' value-in-use (VIU) is the necessary next step in relationship management, as the emerging literature on customer success and value management shows. However, despite considerable academic and managerial interest, how suppliers' internal structures and processes can adequately support VIU monitoring—and what relationship effects can be expected from this process's execution—remain unclear. Drawing on two unique data sets, we build on supplier and customer evaluations of VIU monitoring to empirically examine the constructs' determinants and consequences. In Study 1, we survey 140 supplier firms to demonstrate that two factors positively affect VIU monitoring: top managers' support for customer success management and a supplier's ability to engage in task discourse with customers. In Study 2, we test VIU monitoring's effect on customer-perceived relationship value using data from 155 customer firms. Our results demonstrate that VIU monitoring positively affects relationship value as it is perceived by the customer firm. However, VIU monitoring is not equally important for each supplier–customer relationship. Moderator analysis reveals that a customer's absorptive learning capacity can partially compensate for a supplier's weak VIU monitoring activities.

The impact of omnichannel integrated marketing communications (IMC) on product and retail service satisfaction

PurposeThis study reviewed three customer-perceived components of integrated marketing communications (IMCs): consistency, interactivity and connectivity, as predictors of positive customer evaluation (product and retail service satisfaction).Design/methodology/approachThe customer data from 260 surveys were analysed using structural equation modelling (SEM). The data were collected from the emerging economy in the Moscow region (Russia).FindingsThe results reported that IMC consistency positively impacts product and service satisfaction. However, the effect of IMC interactivity was only significant in the case of service satisfaction. Meanwhile, IMC connectivity positively influenced only product satisfaction.Research limitations/implicationsThe study contributes to the marketing communications theory by defining three components of omnichannel IMC. It also adds to the customer behaviour theory by confirming the diverse nature of product and service evaluation. This study focuses on the retail industry.Practical implicationsThis research suggests that three components of IMC should be applied together towards enhancing the customer's positive post-purchase evaluation. Meanwhile, consistency enhances product and service satisfaction, interactive impacts satisfaction with the organization and connectivity with the retail service.Originality/valueThe shift toward omnichannel marketing requires a broader perspective on communication integration. This research reports a novelty result of estimating the separate effect of each component of omnichannel IMC (consistency, interactivity and connectivity) on product and service satisfaction.

Role of brand heritage in local and franchise restaurant service

Given the growth of franchise practices in the service industry, this study focuses on the impact of restaurant heritage in helping to create positive outcomes in company performance. In particular, this study examines the direct impact of brand heritage on customers’ perceived restaurant image and whether it produces positive attitudes and behavior. Due to limited studies on restaurant operation type, the proposed relationship is compared between franchise and local restaurants. Partial least squares structural equation modeling with SmartPLS 4.0 software was used to analyze 599 restaurant customers in the United States. The findings confirm that the perceived restaurant heritage affects the brand image for customers, leading to positive customer evaluations (i.e. satisfaction and trust). In addition, differing levels of customer satisfaction and trust are found to influence the behavioral intentions of customers (i.e. willingness to pay a premium and repurchase intentions). Last, a multigroup analysis showed that the effect of trust on customer behavior was significantly higher among franchise than local customers. In contrast, the effect of satisfaction on customer behavioral intentions was stronger among local than franchise customers. This study provides valuable insights for both local and franchise operators who need to manage their brands to create positive customer outcomes.

The effect of relationship marketing towards switching barrier, customer satisfaction, and customer trust on bank customers

Basically, relationship marketing focuses more on creating customer value through interaction with customers to get information regarding evaluation of customer needs and expectations on an ongoing basis. Interaction with customers must be conducted, because customer involvement can increase customer value, so that the company can meet their expectations and needs. Furthermore, customer satisfaction, customer trust, and customer retention can be influenced by the implementation of a relationship marketing strategy. This study aims to examine and analyze the correlation between relationship marketing variables to switching barriers, customer satisfaction, customer trust and customer retention. Regarding to the objectives and study hypotheses, structural equation technique (SEM) is considered as relevant to be used. The population in this study was BNI customers who are members of BNI Emerald in East Java Province. The sample was obtained based on the top five BNI branches. Furthermore, the sample was determined by area proportional random sampling based on branches with a total sample of 141 respondents. Based on the study results, it is concluded that the effect of Relationship Marketing on Switching Barriers, Customer Satisfaction, and Customer Trust is positively significant. As a result, relational marketing is positioned as the primary exogenous variable to be investigated in conjunction with other relevant factors, such as switching barrier variables, customer happiness, customer trust, and customer retention. Customer satisfaction has a considerable positive impact on customer trust, indicating that the better the customer satisfaction, the higher the customer trust. Customer satisfaction has a positive and considerable impact on customer retention, indicating that the better the customer satisfaction, the higher the customer retention.

Employing Semi-Supervised and Supervised Learning to Discover False Online Ratings

Today's modern industry and trade, internet evaluations matter a lot. Buying web items is often influenced by the opinions of other customers. Because of this, unscrupulous folks or organisations attempt to rig customer evaluations to their personal advantage. Using a lodging rating database, this research examines the performance of semi-supervised (SSVD) and supervised (SVD) word extraction methods for detecting false ratings.

A Survey of Banks in Ghana's Credit Risk Management Practices

In recent times, banks and other financial institutions that lend money to customers have placed a high priority on credit risk management. To manage credit risk, banks employ customer evaluation systems, loan size restrictions, credit checks, flexible loan repayment plans, and fines Hence, the present study focuses on the credit risk management practices used in banks, to identify the internal control measures used in mitigating credit risk in banks and to examine the challenges faced in implementing credit risk management practices. The Ordinal Logistic Regression(OLR) was used to identify the relationships between the response variables, e.g. management support, credit risk identification, internal control measuers and credit risk management surveys. The independent variables were calculated on an ordered, 5-point Linear scale for the responding participants. In this study, log lit function was chosen, that demonstrated the model appropriateness. One of the main finding is that in banks, credit management risk is reduced when managers implement and adhere to responsible credit risk management procedures, viable client appraisal credit management system, regular credit checks, flexible credit repayment systems to encourage and improve loan repayment, were highly significant with the respondents’ positive initiative amidst credit risk management practices in banks.

Aspect-Based Sentiment Analysis of Hotels in Bali on Tripadvisor Using BERT Algorithm

The covid pandemic that began in 2020 has caused enormous losses worldwide, including in Indonesia. Human-to-human contact is the source of the transmission of the covid virus, so the government urges people to maintain cleanliness when interacting. Bali is a popular destination for foreign and domestic visitors in Indonesia. Hospitality businesses in Bali unquestionably face a high risk of covid transmission; consequently, changes in hotel business processes are unavoidable; the implementation of new business processes can have a negative effect on business performance. In order to maintain Bali's reputation as the most popular tourist destination in Indonesia, the government must evaluate the performance of several hotel services that have implemented new business processes. The Aspect-Based Sentiment Analysis (ABSA) methodology can be utilized for performance evaluation. One of the finest algorithms for analyzing text, Bidirectional Encoder Representations from Transformer (BERT), is required for sentiment analysis. The data consists of textual customer evaluations of hotels in Bali that have implemented a new protocol or Standard Operational Procedure (SOP), retrieved from the Tripadvisor website. In the form of a number of evaluations of various aspects of the hotel, the research results can assist the government in analyzing the performance of hotels in Bali based on predetermined criteria.

How to really quantify the economic value of customer information in corporate databases

This paper presents a novel solution to evaluate the real impact of information and information technology (IT) in companies as fundamental tools to assess how valuable the company’s customers are. The focus is on the concept of information and knowledge as an asset with intrinsic economic value and a variable to consider in order to achieve effective customer management. It is dual research. On the one hand, it is an exploratory-conceptual type based on a review of the literature and, on the other hand, it is descriptive-quantitative through the application of an empirical case study. The proposed new customer relationship management (CRM) information value model (VICRM) offers significantly different results from other traditional models. Its main advantages include the possibility of carrying out new segmentations of customers and estimations of the company’s value. On the other hand, the model corrects some of the classic problems in customer evaluation models, such as their high dependence on the retention rate or being very regressive in the first years. The results of this research aim to serve any company whose business model is Business to Consumer (B2C) to calculate, in an effective way, the value of a large amount of information companies have about their customers.

IMPLEMENTASI METODE SPIRAL PADA PENGEMBANGAN APLIKASI SIMPAN PINJAM BERBASIS ANDROID

Currently, it is hoped that information technology will provide many conveniences for consumers. Because of its ease of use, information technology makes it easier to process data that was previously done manually to become systematic. A newer feature is the use of applications that have been systemized in Android on smartphones. Mitra Karya Cooperative is one of the cooperatives that performs data processing using the Microsoft Excel application, so there are still problems that occur regarding the completeness and security as well as the data distribution process. Building an Android application to process customer data, savings data, and online lending data at the Mitra Karya Cooperative is the goal of this research. The spiral system development methodology, which includes phases of customer communication, planning, risk analysis, engineering, construction, and disposal as well as customer evaluation, is used in this study. While the model used by the author to visually design the application uses the UML (Unified Modeling Language) model. The Kodular framework and Airtable database are used in the development of Android-based applications. The outcome of the research is an android-based application that can be used to assist Mitra Karya Cooperative in resolving issues related to the cooperative data processing process, which consists of processing customer data, processing deposit data, and processing customer loan data online using an Android device.

Sentiment Analysis on Reviews of E-commerce Sites Using BERT

The Internet's widespread use has had a significant impact on electronic commerce. The trend of review-oriented consumption, where consumers rely on customer reviews of a film, is gaining popularity in the market. E-commerce platforms face a significant challenge in accurately interpreting user sentiments from the large volume of customer evaluations. This research suggests a BERT-based ecommerce reviews sentiment analysis algorithm to address the aforementioned issues[3]. Our approach to researching sentiment analysis involves analysing annotated data and labelling entities using the BIO (B-begin, I-inside, Ooutside) data labelling pattern. By utilizing this method, we are able to accurately identify and classify entities within the data, and determine their sentiment. Based on experimental findings on the Taobao cosmetics review datasets, our approach has demonstrated significant improvements in both accuracy rate and F1 score when compared to conventional deep learning methods.

Research on E-commerce Customer Satisfaction Evaluation Method Based on PSO-LSTM and Text Mining

With the increase of social technology, e-commerce platforms have entered a period of rapid development. Improving customer satisfaction and purchase rate is the key to the survival of e-commerce platforms. Text mining and analysis of customer evaluation data will help to grasp the focus of customers and optimize the e- commerce platform. To this end, through text mining technology, the text comment data of five e-commerce platforms such as Amazon, eBay, Alibaba, Jingdong, and Taobao are collected, and the cleaned text is analyzed by particle swarm algorithm (PSO)-long short-term memory (LSTM) model. The data is subject to time scale extraction, and the extraction results are visualized and interpreted. The research shows that the logistics, price, freshness, quality and packaging of e-commerce platform merchants are important factors that affect the evaluation of e-commerce customer satisfaction.

A Study on the Establishment of a Sustainable Smart City Project Evaluation System Based on Proptech Technology Demand

This study establishes a system to evaluate smart city projects based on the demand for proptech. This tailored evaluation method can be used for projects in each region in the future. The evaluation system was established by dividing the topic into three sectors: proptech, smart city living lab, and smart city project planning. This study established an evaluation system through selected evaluation items, and calculated the importance of each item through this. The importance is determined by the recognition results of experts and practitioners related to smart city projects. The analysis showed that the evaluation field was 0.609, 0.420, and 0.410 for proptech, smart city living lab and smart city project planning, respectively. Lastly, this study proposed a customized evaluation system with a focus on providing methodological applications and alternatives and verifying their utilization.