Excellent Customer Service Research Articles

Information Technology Governance Using the COBIT 2019 Framework at PT Bank Pembangunan Daerah Papua

Effective and efficient information technology (IT) management is crucial for the banking industry, especially for PT Bank Pembangunan Daerah Papua (BPDP), which seeks to reinforce its role within the Papua region. Leveraging the COBIT 2019 framework, BPDP aims to enhance IT governance, addressing operational efficiency, information security, and regulatory compliance. This study highlights BPDP's strategic priorities, such as revenue growth, fostering innovation, and customer service excellence, which are essential for sustaining competitive advantage amidst regional geopolitical challenges. By identifying these key priorities, the research uncovers critical areas of improvement, including IT investment optimization, mitigation of regulatory and security risks, and solidifying IT's strategic role in driving business growth. To evaluate BPDP's IT governance maturity, this study applies COBIT 2019's ten design factors, from enterprise goals and risk profiles to IT-related issues, compliance needs, and technology adoption strategies. The findings underscore gaps in risk management, project lifecycle oversight, and resource allocation, offering actionable insights for governance improvement. Enhanced IT integration can support BPDP's larger objectives of sustainable growth and economic development within the region. Furthermore, the study demonstrates that a well-structured governance framework strengthens BPDP's operational efficiency, builds customer trust, and ensures alignment with regulatory standards and evolving technology landscapes. By adopting these governance recommendations, BPDP can achieve long-term success and secure its position as a prominent financial institution in Papua, thus reinforcing its commitment to regional economic growth and compliance with national regulatory standards.

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>

The impact of workforce analytics on HR strategies for customer service excellence

This review paper explores the transformative role of workforce analytics in enhancing human resources (HR) strategies to achieve customer service excellence. By examining employee performance and customer satisfaction, the paper highlights how data-driven insights can inform HR strategies, including identifying skills gaps, developing targeted training programs, and aligning workforce management with customer service goals. The paper also addresses the challenges organizations face in implementing workforce analytics, such as data quality, analytical skills gaps, and resistance to change. Furthermore, it considers the future of workforce analytics in HR, emphasizing the integration of advanced technologies like artificial intelligence and the importance of ethical considerations. The paper concludes with practical recommendations for organizations looking to adopt workforce analytics, ensuring they can fully leverage its potential to drive employee engagement and customer satisfaction.

EFFICIENT CUSTOMER SERVICE AND OPERATION MAINTENANCE BY INVENTORY MANAGEMENT

Effective customer service and operational excellence are critical components of corporate success, particularly in today's changing business world. This paper examines the crucial role that inventory management plays in controlling and improving customer service and operational efficiency in businesses. Companies that efficiently manage inventory levels may ensure the timely fulfillment of client orders, minimize stockpiles, and increase efficiency. Furthermore, efficient inventory management contributes to boosting operating efficiency, lowering logistical costs, and increasing profitability. This study extensively reviews the literature and case studies to explore the best strategies utilized in inventory management to attain these objectives. It also investigates the influence of inventory management on performance and offers useful insights for companies looking to use inventory management as a strategic strategy to gain a sustained competitive advantage.

Quantitative Assessment of Market Conditions and Marketing Strategies in the Financial Products Sector: A Case Study of XX Insurance Company, Beijing

The financial products sector in China has undergone significant transformation, driven by economic reforms, technological advancements, and evolving consumer preferences. This study provides a quantitative assessment of market conditions and marketing strategies within this sector, with a specific focus on XX Insurance Company, Beijing. Utilizing a cross-sectional survey of 200 respondents in Beijing, the research examines key factors influencing market dynamics, evaluates the effectiveness of XX Insurance Company’s marketing strategies, and identifies the main drivers of consumer behavior. The findings reveal a generally favorable market environment, with economic growth, regulatory changes, and competitive dynamics as primary influencers. Notably, product features, competitive pricing, strong brand reputation, and excellent customer service emerged as significant factors affecting consumer decisions. The study highlights the importance of digital presence, customer service, and innovative product offerings in enhancing marketing effectiveness. Based on the insights gained, several recommendations are proposed to optimize the company’s marketing strategies and improve its market positioning. This research contributes valuable knowledge to both the academic community and industry practitioners, offering practical guidance for navigating the competitive landscape of China's insurance market.

Supply Chain Management Optimization and Cost Reduction Based on Data Mining Algorithm

Supply Chain Management (SCM) is an evolving industry that constantly evolves, but one constant is the significance of effective inventory control in optimizing profits and customer satisfaction. The primary objective of the research is to identify the most effective method for a business to supply several products while maintaining customer service and keeping inventory costs low. The main aim of this paper's Stochastic Gradient Descent (SGD)-enhanced Support Vector Machine (SVM) approach is to predict ideal order and lack quantities, considering into account historical demand, level of inventory, vendor performance, and cost data. The key goal is to reduce the total cost of inventory (which includes holding, placing orders, and supply-chain costs) while maintaining excellent customer service. In order to accomplish this, the proposed system combines SGD's efficiency to enhance predictions and SVM's predictability. A consumer products business chain's real-world dataset was employed to train and test the algorithm. The dataset provides three years' worth of revenue, stock levels, vendors, and costs. Parameters like Mean Absolute Error (MAE), Inventory Turnover Ratio (ITR), and Service Level Achievement (SLA) have been employed to test the methodology, and parameters were optimized using a 5-fold cross-validation. Based on the study findings, the simulation model obtains an average MAE of 1.81 following 100 training epochs, substantially boosting ITR and SLA. As it effectively and accurately balances inventory levels with customer needs, the findings demonstrate that the SVM model with SGD is an excellent match for IMO.

A study on Optimizing supply chain management to ensure efficient delivery of salon products and equipment to all locations in Groom India salon and spa private limited

This study aims to optimize the supply chain management of Groom India Salon and Spa Private Limited to ensure efficient delivery of salon products and equipment to all its locations. The research will begin by evaluating the current end-to-end supply chain processes, identifying bottlenecks, and exploring digital solutions for real-time tracking and inventory management. By implementing software tools to enhance visibility and coordination, the study seeks to reduce delivery lead times, achieve cost savings through optimized inventory levels, and improve customer satisfaction and loyalty. The methodology will involve a combination of qualitative and quantitative analysis, including interviews with key stakeholders, data collection on current processes and performance metrics, and simulation modelling to test various optimization scenarios. The study aims to provide actionable insights and recommendations for enhancing the supply chain management of Groom India Salon and Spa Private Limited, ultimately contributing to its overall operational efficiency and customer service excellence.

THE ROLE OF HOSPITALITY TO IMPROVE THE PATIENT EXPERIENCE IN HOSPITAL : A SCOPING REVIEW

Background: The hospitality industry has a strong focus on providing excellent customer service and creating positive experiences for guests. These same principles can be applied to the healthcare industry to improve the patient experience in hospitals. When patients are in the hospital, they may experience vulnerability, anxiety, and uncertainty about their health and treatment. Thus, providing a welcoming and comfortable environment can create a more positive and supportive environment for patients which may help ease their stress and improve their overall experience and contribute to better health outcomes.Research purposes: The purpose of this study was to analyze the role of hospitality to improve patient experience in hospital. Research methods: For the method, we use the methodological framework proposed by Arksey and O’Malley. After that, the scoping review is reported using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analysis) guideline method. An article search was carried out in April 2023, in several electronic databases, namely Pubmed, ScienceDirect, ProQuest with an article publication time span of 2018-2023. The search strategy included the following terms: “Hospitality, patient experience, hospital”. Research result: Based on the results of searches conducted in Pubmed, ScienceDirect, ProQuest, a total of 550 articles were obtained which then entered the elimination stage, resulting in 52 articles which were subsequently included in the results of this review, and after the screening 8 scientific articles were found that met the requirements. From the results of the analysis carried out on scientific articles that match the inclusion criteria, the results of critical role which improved patient safety are obtained. Conclusion: From the results of the analysis carried out, it was found that hospitality plays a critical role in improving patient safety. Creating a welcoming and comfortable environment for patients can help to reduce anxiety levels, improve communication, prevent HAIs, and improve patient satisfaction levels. Further studies are needed, especially the standardization of hospitality systems that are tailored to the needs of each health facility, especially hospitals and health centers in Indonesia.

Indies: Who Are They? Why Are They an Important Demographic Segment of Fast-Casual Restaurants?

Individuals define their social identity by going through self-identification where they associate with the group’s social identity. Marketing managers of fast-casual restaurants categorize groups of people so they can have a social identity in their locations. Nowadays, consumers are interested in superior quality food, healthier options, and a clean eating environment coupled with excellent customer service; the fast-casual restaurant is a mix of “quick-service” and “full-service” segments and has been the current trend in the restaurant industry. There is a growing interest in the market segmentation of fast-casual customers; however, there is limited research about the Indies.

Customer Service and Ethics in USA and Lebanon

The purpose of this article is to study both customer service and ethics separately, and then conclude their correlation with personality, particularly the major five personality traits. All the way through there will be contrast made between Lebanon and United States. Literature analysis from diverse researchers on each subject, and expectations discussion of both the Lebanese and American people within each field. The main technique is studying contemporary literature. Resemblances exist among expectations in Lebanon and United States in the subject of customer service and ethics. Moreover, ethics and customer service necessitate specific personality styles where each one is studied. This article aims to understand what excellent customer service and ethics is, then afterwards relating them both to personality, supply managers with ideas on what to look for and suggestions for future testing and research, contribute in the meaning that both Lebanon and United States cultures are examined, which provides insight to a country that Lebanon highly relates to.

Enhancing Business Competitiveness: Strategic Adaptation and Business Model Canvas Application in PT Maritim Maju

In this detailed analysis, we explore the strategic repositioning of PT Maritim Maju within the context of the global maritime industry’s ongoing transformation, influenced by technological advancements and economic shifts. This study meticulously applies the Business Model Canvas framework, incorporating Resource-Based View, VRIO, and SWOT analyses, to diagnose and propose necessary strategic enhancements for PT Maritim Maju. It underscores the imperative for the company to diversify its services beyond traditional maritime activities, suggesting an expansion into maritime consulting and logistics technology. Additionally, the research advocates for the integration of advanced technologies such as AI in fleet management, aiming to optimize route planning and implement predictive maintenance, thereby achieving cost efficiencies, enhanced service reliability, and superior customer satisfaction. Strategic partnerships are highlighted as crucial for leveraging technological innovation and expanding service capabilities. The study also recommends a reevaluation of marketing strategies, emphasizing the adoption of digital marketing techniques to better position PT Maritim Maju on the global stage, highlighting its commitment to safety, reliability, and customer service excellence. Furthermore, it stresses the importance of continuous staff development in leadership and maritime technology to foster a culture of innovation and strategic agility. Compliance with international regulations and a proactive risk management approach are advised to mitigate operational risks. This comprehensive strategic plan aims to guide PT Maritim Maju through the intricacies of the modern maritime landscape, capitalizing on new opportunities for growth and establishing a foundation for enduring competitiveness and resilience.

Self-assessment questionnaire development for soft skills competency and core value evaluations

Soft skills play a vital role for providing excellent customer service in the healthcare setting. This study aims to develop and assess the instrument validity and reliability before measuring the levels of soft skills competency and core value internalization on staffs at the Sultan Ahmad Shah Medical Centre @International Islamic University Malaysia (SASMEC@IIUM). A self-assessment questionnaire was developed through three phases. The first phase involved reviewing and identifying relevant literatures and existing soft skills assessment instruments through bibliographic searches and expert consultations. A conceptual model was then established based on the selected conceptual frameworks after determining all relevant soft skill domains. The second phase involved generating relevant items, removing duplicate or irrelevant items, and appraising the content validity by three experts. The third phase was data collection, wherein the finalized instrument was distributed to 32 staff of SASMEC@IIUM via google forms. The instrument reliability was investigated through internal consistency reliability or Cronbach’s alpha, with all items, except for the construct ‘gratitude’, achieving acceptable values by exceeding the threshold value of 0.7. Subsequently, two gratitude items were removed from the questionnaire. The current instrument and theoretical framework employed in the self-assessment questionnaire development are valid and reliable for the actual application.

Strategi Customer Service Excellence Pada Customer Service B21 Digital Printing Gresik

In today's competitive era of globalization, customer satisfaction is the key to the success and sustainability of a company. This journal discusses the Customer Service Excellence strategy implemented by B21 Digital Printing, a digital printing industrial company in Indonesia. In this era of digitalization, companies are faced with demands to not only survive, but also innovate in every aspect of operations, especially in understanding and meeting customer needs, carrying out effective communication, and providing good service and handling complaints. Through qualitative research methods, using a qualitative descriptive approach. The research results show that B21 Digital Printing has succeeded in achieving integrated Customer Service Excellence by utilizing technology, by creating software applications, namely the WA CS (WhatsApp Customer Service) and BIMA (Business Integrated Management Apps) applications. The WA CS application provides organization and efficiency in customer service with Chatbots and Artificial Intelligence features for fast response. Meanwhile, the BIMA application makes business operations easier, from ordering to company financial management. With this technological innovation, B21 Digital Printing has succeeded in overcoming several common problems faced in the digital printing industry. In this way, B21 Digital Printing has succeeded in increasing competitiveness, customer loyalty and maintaining customer trust in the company.

A Case Study on the Impact of Brand Image on Customer Buying Behaviour with Special Reference to Nilgiris Supermarket in Mangalore

Purpose: The study aims to explore how the brand image of Nilgiris Supermarket influences customer perceptions and purchasing decisions. By examining this relationship, the research provides valuable insights into the role of brand image in the retail industry. Research Design: The methodology employed in this case study includes a combination of primary and secondary data collection. Primary data is gathered through surveys and interviews with customers of Nilgiri Supermarket. The findings from these sources contribute to a comprehensive understanding of the impact of brand image on customer buying behaviour. Findings: The research findings highlight the significant influence of brand image on customer perceptions and behaviours. A positive brand image can create a sense of trust, reliability, and quality among customers, leading to increased loyalty and repeat purchases. Moreover, a strong brand image can attract new customers and enhance the store's competitive advantage in the market. The case study specifically analyzes various aspects of Nilgiri Supermarket's brand image, such as its reputation, product quality, pricing strategy, customer service, and store atmosphere. It investigates how International Journal of Scientific Research in Engineering and Management (IJSREM) Volume: 08 Issue: 01 | January - 2024 SJIF Rating: 8.176 ISSN: 2582-3930 © 2024, IJSREM | www.ijsrem.com DOI: 10.55041/IJSREM28211 | Page 2 these elements contribute to customer perceptions and influence their buying decisions. The study also explores the role of advertising, social media presence, and word-of-mouth in shaping the brand image and customer buying behavior. The results of the case study demonstrate the positive impact of Nilgiri Supermarket's brand image on customer buying behaviour. Customers perceive the brand as trustworthy, offering high-quality products at reasonable prices, and providing excellent customer service. These positive perceptions lead to increased customer satisfaction, loyalty, and a willingness to recommend the supermarket to others. In conclusion, this case study sheds light on the importance of brand image in influencing customer buying behaviour towards Nilgiri Supermarket. The findings highlight the significance of maintaining a positive brand image to attract and retain customers in the competitive retail market. The research provides practical insights for Nilgiri Supermarket and other retailers seeking to enhance their brand image and strengthen customer relationships. Keywords: Brand Image, Customer Buying Behaviour, Retail Industry, Customer Perceptions, Competitive Advantage.

Which Is More Important, Marketing or Sales?

Marketing and sales roles have substantially changed in today's fast-paced corporate climate. This paper examines how marketing and sales evolve, emphasizing understanding their significance and interaction inside contemporary organizations. To shed light on the intricate dynamics of these crucial roles, the study evaluates essential literature, analyses case studies from real-world situations, and assesses current state-of-the-art research. The report examines the case study of "The New York Times" in depth to show how marketing and sales methods may be used in real-world situations. It emphasizes how dynamic pricing and data-driven advertising dramatically affect reader engagement, retention, and income. The research offers insightful analysis of the efficacy of these methods in the digital era, which is characterized by altering customer expectations and behavior. This paper also recognizes marketing and sales drawbacks, such as data privacy issues, algorithmic bias, environmental issues, and ad weariness. The paper projects a future molded by immersive technology, voice search optimization, sustainability-focused practices, and artificial intelligence. However, this study highlights how sales and marketing work together to drive corporate success. It emphasizes how organizations must change, work together, and take advantage of new trends to succeed in a market that is undergoing fast change. Businesses may put themselves in a position for long-term success and excellence in customer service by recognizing the importance of both roles and their symbiotic connection.

Mastering Customer Experience: 5 E-Commerce Strategies to Boost Loyalty and Sales

Customer experience (CX) in the eCommerce (eCom) context refers to the complete journey that the customers of an e-business go through at time of interacting with the company’s online store. It includes all the touchpoints; from the instant the brand is discovered by the customers to the time succeeding the customers receive what they bought. While broadening the choice of products available to the customers eCommerce has also intensified competition amongst the e-retailers and thanks to portals like Amazon, they now must compete against both domestic and international peers. With a plethora of eCom sites being available to customers, just a few clicks away, providing superlative customer service throughout their journeys that engage users and influence their purchases, has become crucial for eCom businesses. This article analyses the strategies available to firms to provide excellent customer services that can eventually translate into higher sales.

Capacity requirements and demand management strategies in meal delivery

Online restaurant aggregators, which connect diners with restaurants and organize the delivery of ordered meals, have experienced significant growth in recent years. Meal delivery logistics is quite challenging, primarily due to the difficulty in managing the supply of delivery resources, i.e., crowdsourced couriers, to satisfy dynamic and uncertain customer demand under very tight time constraints. In this paper, we study several questions in meal delivery operations focused on matching the correct levels of supply with demand. To ensure excellent customer service, delivery aggregators may, for example, decide to temporarily decrease demand during an operating day by temporarily reducing the delivery area for one or more restaurants. We show that such simple demand restriction strategies allow a significantly smaller fleet to meet service requirements. To simplify analysis, we focus on problem geometries that enable the use of stylized mixed integer programs to optimally deploy a fleet of couriers serving large numbers of orders. Applying the proposed framework to several scenarios with one and two depots, we conduct an extensive experimental study of the effects on system performance of (i) allowing courier sharing between multiple depots, (ii) relaxing the delivery deadlines of placed orders, and (iii) restricting demand through limited adjustment of the coverage of restaurants. The results demonstrate the potential effectiveness of different dispatch control and demand management mechanisms, in terms of both the required courier fleet size to serve requests and the coverage level of orders.

IMPACT OF SERVICE QUALITY OF SELECTED FAST-FOOD RESTAURANTS IN LAGOS STATE ON CUSTOMER PATRONAGE

The provision of excellent customer service is a vital aspect in the growth of a fast-food business. The purpose of this study was to look into the impact of the quality of service on consumer patronage of chosen fast-food restaurants in Lagos State. The study used survey research design, with the target audience consisting of customers of fast-food restaurants in Lagos State. 6 fast-food outlets were randomly selected in each of Lagos State's 3 senatorial zones. The analysis used both descriptive and inferential statistics. The population was assumed to be infinite, sampling quotas was employed to select a sample of 240 participants. Individually, reliability (𝛽2=0.280, p=0.000) and responsiveness (𝛽3=0.370, p=0.000) were discovered to have a considerable favorable impact on client patronage. Tangibility, on the other hand, has a favorable but small impact on consumer patronage (𝛽1=0.058, p=0.271). The study suggests that fast-food management consider the tangibility aspect of service quality

Service time window selection for attended home deliveries: a case study for urban and rural areas

Attended home deliveries are one of the most challenging logistics services with different customer expectations and challenges in urban and rural areas. For different demand densities, retailers must strike a balance between providing excellent customer service and optimizing routing efficiency. While customers often expect delivery promises with narrow time windows, research has demonstrated that longer time windows can increase the flexibility and the ability to accept more customers. However, it is not clear how different demand densities impact flexibility and customer acceptance. To serve as many customers as possible with excellent service quality, this paper reviews and expands on ideas for offering short and long time windows in a flexible manner in urban and rural areas. This study proposes different methods for providing customers with time windows of different lengths and investigates their performance based on a case study in Vienna and Upper Austria.

MODEL KUALITAS LAYANAN DAN PENERAPAN FUNGSI KUALITAS DALAM UPAYA PENINGKATAN NILAI PENJUALAN JASA BENGKEL MOBIL SHOP AND DRIVE RADIO DALAM

Shop and Drive is one of the retail spare parts service companies facing challenge in achieving sales tergets. The problem arises from a lack of customer loyalty dua to dissatisfaction with the received service, not meeting their expectations. This situation necessities Shop and Drive Radio Dalam to enhance service quality by providing excellent customer service to achieve optimal renenue. Customer satisfaction is measured using the Serqual method. To prioritize areas for omprovement, improvtance performance analysis is employed. The results of improvtance performance analysis are utilized as the basis for improvement through the quality function deployment method. Based on the quality function deployment results, improvement actions are identified, including performance evaluation, regular training emphasizing SOP implementation, offering a more comprehensive spare parts inventory, and enhancing understanding of delivering excellent service. The improvements led to increased customer satisfaction across all attributes. The analysis comparing sales performance before and after the enhancements increase in sales achievements.