Customer Fulfillment Research Articles

Marketing Strategy of Ocado: A Comprehensive Review of the UK's Leading Grocery Delivery Service

This review critically examines the marketing strategy of Ocado, a leading online grocery delivery service in the UK. Despite its technological innovations, such as AI-powered customer fulfillment centers and data-driven personalization, Ocado holds a modest 1.7% market share, compared to traditional competitors like Tesco and Sainsbury's. The paper explores key factors influencing Ocado's market performance, including its premium positioning, digital-first approach, and sustainability efforts. It also analyzes the company's reliance on affluent customers and the limitations posed by high operational costs. Through a thorough evaluation of Ocado's customer engagement, environmental initiatives, and competitive landscape, this review offers insights into how the company can expand its market presence by embracing emerging technologies like blockchain and AI while adopting hybrid marketing strategies to appeal to a broader customer base. Recommendations for future growth emphasize the need for competitive pricing, a wider product offering, and enhanced personalization strategies.

The Effect of Perceived Usefulness and Perceived Ease of use on Repurchase Intention through the Mediating Variable of Customer Satisfaction in Halodoc Health Application Users

This research investigates the impact of perceived usefulness and perceived ease of use on repurchase intentions through the lens of customer satisfaction as a mediating variable within the realm of the Halodoc Health Application. Employing Partial Least Square Structural Equation Modeling (PLS-SEM) on a cohort of 392 users of Halodoc, the findings reveal that perceived ease of use significantly enhances both customer satisfaction and the intention to repurchase. Contrarily, perceived usefulness initially presents a direct negative influence on repurchase intentions. However, this influence shifts to a positive trajectory when customer satisfaction intervenes as a mediator. Customer fulfillment effectively serves as a complete mediating variable for the link between perceived usefulness and the desire to repurchase, and it also partially mediates the link between perceived ease of use and repurchase intention. This research emphasizes the significance of prioritizing ease of use and customer satisfaction when crafting digital health applications to bolster user fidelity.

Pengaruh Mobile App Attractiveness, Functionality, Security dan Consumer Fulfillment Terhadap E-Loyalty dengan E-Satisfaction Sebagai Intervening pada E-Commerce Tokopedia

With e-satisfaction serving as a mediator in the Tokopedia online business, the purpose of this study is to examine the impact of versatile application attractiveness, functionality, security, and customer fulfilment on e-loyalty. For the quantitative research approach, data were gathered through a survey. The members in this study are Tokopedia web based business clients who have made purchases there. The sample for this study is made up of some Tokopedia e-commerce customers who have purchased at least one mobile phone product since January 2023. Tokopedia is only available to customers in Greater Jakarta. In this study, probability sampling is used. The SEM-PLS approach is used by the specialist. The study found that attractiveness, security, and customer fulfillment of mobile apps had a significant impact on e-satisfaction. Functionality had no significant impact on e-satisfaction. E-loyalty is also significantly influenced by customer satisfaction and customer fulfillment. E-satisfaction had no significant impact on moderating customer fulfillment to e-loyalty in this study.

Pengaruh Interior Ambient terhadap Kepuasan Pelanggan Dimediasi oleh Keputusan Pembelian Konsumen di O’Good Coffee dan Eatery

Customer satisfaction is a measure of how successful a store is. With high customer satisfaction, it can be ensured that the store we manage can provide financial benefits and operational progress. Customer satisfaction can be enhanced through interior ambient, meaning that if the interior ambient of a store is good, it will increase the percentage of customer satisfaction visiting a store. The inside surrounding of a store should be very much arranged and executed to boost the consequences of the arranged inside encompassing to give close to home consolation that causes clients to feel great in a store. Notwithstanding inside encompassing, buy choices can likewise increment customer fulfillment since shopper fulfillment is gotten after buy choices are made. In this review, the impact of inside encompassing on consumer loyalty intervened by buy choices will be inspected, dissected, and tried. This examination was led utilizing quantitative strategies and a logical exploration approach. An example of 120 individuals was gathered utilizing a survey containing proclamations with a Likert scale. The actual example comprised of individuals who had visited, executed, and remained at O'Good Espresso and Restaurant. The gathered information was then breaking down and tried utilizing the Fractional Least Square (PLS) approach. As per the examination and testing results led through the gathered information, it is shown that inside encompassing affects consumer loyalty and buy choices are demonstrated to have the option to be factors in the connection between inside surrounding and consumer loyalty.

The Effect of Integrated Warehouse Operation Efficiency on Organizations Performance

In the contemporary business landscape, warehouse efficiency has emerged as a cornerstone of organizational prowess, serving both as a centre of expertise and a strategic tool for competitive advantage. A well-functioning warehouse not only facilitates swift fulfilment of customer needs but also significantly enhances overall business performance. This study seeks to investigate the impact of warehouse attributes on efficiency, focusing particularly on layout and operations. Through a comprehensive literature review, we explore the role of warehouse design and operational practices in driving efficiency gains. Our analysis reveals that the configuration of a warehouse plays a pivotal role in determining its operational effectiveness, with optimized layouts facilitating rapid response to customer demands. Furthermore, effective warehouse operations are identified as critical components in enhancing overall efficiency, working synergistically with layout design to bolster performance. Concurrently, inventory management has emerged as a paramount concern for organizations worldwide, directly influencing operational success. Efficient inventory practices not only enhance customer service but also mitigate stock-related challenges.. By synthesizing insights from both warehouse efficiency and inventory management domains, this study aims to provide a comprehensive understanding of the strategies employed by organizations to optimize operational performance and drive sustainable growth. Keywords: Seamless integration of inventory practices, Efficient warehouse operations, Technological advancements in inventory control, Inventory tracking systems, Optimization of holding costs Technology-driven warehouse management

Privadome: Delivery Drones and Citizen Privacy

E-commerce companies are actively considering the use of delivery drones for customer fulfillment, leading to growing concerns around citizen privacy. Drones are equipped with cameras, and the video feed from these cameras is often required as part of routine navigation, be it for semi-autonomous or fully-autonomous drones. Footage of ground-based citizens captured in these videos may lead to privacy concerns. This paper presents Privadome, a system that implements the vision of a virtual privacy dome centered around the citizen. Privadome is designed to be integrated with city-scale regulatory authorities that oversee delivery drone operations and realizes this vision through two components, PD-MPC and PD-ROS. PD-MPC allows citizens equipped with a mobile device to identify drones that have captured their footage. It uses secure two-party computation to achieve this goal without compromising the privacy of the citizen’s location. PD-ROS allows the citizen to communicate with such drones and obtain an audit trail showing how the drone uses their footage and determine if privacy-preserving steps are taken to sanitize the footage.

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

Purpose: The study wants to examine customer loyalty through customer satisfaction and awareness using developed constructs for select Nifty Banks. Theoretical framework: The theoretical framework for the study is to analyze customer loyalty through customer satisfaction and awareness using constructs of General Services (GS), Product Cognizance (PC), Technology Services (TS), and Social Responsibility (SR). Design/methodology/approach: The cluster sampling method was used to collect data from bank customers (n=360) using the self-administered questionnaire. The research used Partial Least Squares – Structural Equation Modelling (PLS-SEM) to test the hypothesis using SmartPLS 4. Findings: The result showed, that there is low customer satisfaction with Technology Services (TS) and that hypothesis was rejected. Research, Practical & Social implications: The study has provided recommendations for banks were discussed to pay more attention to customer fulfilment and awareness which convert satisfaction to customer delight. Originality/value: Due to market sustainability and dynamics, the Indian banking industry has undergone many major changes such as digital banking units (DBU), digital currencies, and social green initiatives. Bank has incorporated many advancements to overcome its rivals. So, the study wants to know the customers are aware of these changes among their banks and whether they are satisfied with products and services. Contribution/Originality: The study wants to rank the select banks of India based on the constructs built, which measure customer loyalty through customer satisfaction and awareness.

Pengaruh Kualitas Produk, Brand Image, dan Harga terhadap Kepuasan Konsumen pada Brand Uniqlo di Kota Semarang

This research aims to determine the influence of Goods Quality, Brand Image and Cost on Buyer Fulfillment with the Uniqlo brand in Semarang. A Purposive Examination Strategy was used to select 100 Uniqlo buyer respondents in the city as a test. This examination adheres to a quantitative methodology by distributing a poll containing 15 markers to respondents. Research information is split between Microsoft Success and the Factual Bundle for the Sociology (SPSS) adaptation 25 for Windows. Based on the exploratory findings, it can be assumed that Item Quality, Brand Image, and Cost exclusively impact Buyer Fulfillment. In general, the test shows that these three elements have a very big influence on Customer Fulfillment, with an importance value (sig) of 0.000 < 0.05

Стратегічне управління підприємством у контексті економіки вражень: інтеграція емоційного маркетингу в бізнес-модель

This article addresses the pressing issue of strategic enterprise management within the framework of the modern experience economy. The main objective of the article is to demonstrate the necessity of integrating emotional marketing into a company's business model to enhance its competitiveness and meet consumer needs. Various approaches to strategic management and their adaptation to the conditions in which preference is given to the emotional perception of products and services are analyzed. By reviewing, systematizing, and summarizing the scientific works of numerous scholars, the article emphasizes that traditional approaches to enterprise management no longer meet the contemporary market challenges. In the context of global competition, enterprises are compelled to seek new ways to attract and retain customers. A crucial component of this process is understanding the psychological aspects of consumer behavior, as well as the enterprise's ability to rapidly adapt its strategies to changing market demands. This not only ensures increased profitability but also enhances brand reputation. It is substantiated that the successful implementation of an emotional marketing strategy requires changes in enterprise management approaches at all levels—from operational to strategic. This includes the development of new methods for evaluating the efficiency of marketing activities focused on consumers' emotional responses, as well as the implementation of innovative technologies that allow for a better understanding and fulfillment of customer needs. The article also notes that the implementation of emotional marketing requires continuous market monitoring and a readiness for rapid changes on the part of enterprises. This entails the need for developing flexible management strategies that allow for quick responses to new trends and the adaptation of offerings to individual customer needs. Additionally, it is important to ensure synergy between different enterprise departments to maximize the impact of the implemented measures. Future research prospects in this area include developing specific approaches to evaluate the efficiency of integrating emotional marketing into an enterprise's business model, as well as analyzing the impact of such strategies on the long-term sustainability of the enterprise in a changing market environment.

The role of service quality, facilities, and prices on customer satisfaction in Indonesia aviation in the COVID-19 pandemic

Lion Air is an airline that has a low-cost carrier concept, which makes Lion Air an airline that has low prices. With these low prices, does it improve customer fulfillment? This study aims to determine the effects of service quality, amenities, and pricing on purchase choices. Associative quantitative research methodologies are used in this kind of study. The sample comprised 210 individuals who had taken a flight on Lion Air during COVID-19 and were at least 17 years old. The analysis technique uses Amos 24 software and SEM (Structural Equation Modelling) analysis. The results showed that service quality has a favorable and considerable impact on customer satisfaction. Facilities have a significant and positive effect on customer satisfaction. Price has a positive and substantial influence on customer satisfaction.

Analysis Of User Satisfaction On Edmodo And E-Learning In Higher Education Student Using Kano Method

The Edmodo application and E-learning are learning facilities at University Y in Jambi to anticipate face-to-face learning that has the potential to increase the spread of the virus through direct/face-to-face interactions between lecturer and student. The purpose is to present the value from user satisfaction, determine the effect of application quality and provide suggestions regarding the Edmodo application and university Y E-learning to increase user satisfaction. The method used by the author is the Kano method. Kano's method is a method that identifies user needs and expectations through preference classification techniques. The purpose of the Kano method is to classify the attributes of a product or service by looking at the level of satisfaction and fulfillment of customer needs for the product or services offered. The data was taken by distributing questionnaires made with google forms which have been distributed online and got 58 respondents who are users of the Edmodo application and university Y E-learning. The results of calculations between these two e-learning applications are in the Indifferent phase which means these customers are indifferent to the feature, and do not care about the presence of the feature so that it does not make a significant difference in product satisfaction reaction. In the Edmodo application, students were most satisfied in the easy-to-learn application category and most dissatisfied in the satisfactory display category. As for the university Y E-learning, students were most satisfied in the trustworthy privacy category and the least satisfied in the recommended category.

Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?

Background: The logistics industry is keen to meet customer expectations, which in turn supports trade by enhancing business competitiveness and promoting economic development. Logistics companies realized that fulfillment of customer needs has a significant effect on their business survival, their sales and ultimately their profits. This research analyzes the variables that influence customer satisfaction with parcel delivery services in the Kingdom of Saudi Arabia (KSA), particularly the SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research also examined whether national culture affects customer perceptions of parcel delivery services in KSA or not. Methods: The research collected data using a self-administered survey, which was directed at a sample of customers in the KSA, who had recent experience with parcel delivery services. Results: The results of statistical analysis showed that the best predicators of customer satisfaction are reliability, followed by the dimensions of empathy, then tangibility and finally responsiveness. In addition, the results showed significant differences in customers’ overall satisfaction between Saudis and non-Saudis. Saudis were more satisfied with the service than non-Saudis were. Conclusions: This research showed the key role of national culture in perceiving parcel delivery service quality in KSA. The findings provide important messages to the administrators of the logistics services in KSA, which have become crucial for the Saudi Vision 2030. They need to customize their service according to customer needs and provide regular training for their staff to be supportive, reliable and have the credibility to deliver services as promised.

Strategies for Managing Technological Change: Insights from Practitioners

Technology is vital to most organisations and, hence, the ability to change this element is essential for their future success. Change will contribute to the fulfilment of customer or service user needs, via enhancement of the technological basis for these entities. An efficient and effective delivery of organisational objectives can depend on this ability to achieve successful technological change. This paper examines the change process for technology, considering the techniques for delivering change and the types of change in this sphere. The objective is to obtain an enhanced understanding of how technology can be amended in organisations and also consider the types of change identified by managers. The latter will inform the range of techniques that are recommended for use with the breadth of technologies, existing in organisations. The paper, thus, addresses this critical activity and offers insights into the practice of technology management, formulating recommendations for practice and providing a contribution to academic theory in this subject area. A review of the literature was undertaken, in order to establish the key themes in this area. An empirical study was also enacted, in the form of a survey of a sample of UK-based, current practitioners. The requirements for technological change were obtained from these managers. The data from the literature and empirical study was examined via thematic analysis. The principal themes were discerned using a grounded approach. A framework, comprising a model of the required change, was then constructed to contribute to practice and academic theory, as well as summarise this research.

Implementasi Customer Relationship Management (Crm) di Industri Kecil Menengah (Ikm) Furnitur Menggunakan Microsoft Excel dan Visual Basic For Application (VBA)

Small and Medium Furniture Industry is one of the leading commodities of Kendal Regency and has important role in regional economy. Furniture IKM, which was only focused onproducts, must now change its strategy to focus on customers and implement modern management and be able to build relationships with customers. Consumers need more than just the value offered and have unique needs so companies need to think about creating marketing concepts that not only rely on the company's internal capabilities, but also involve consumer feelings. Maintaining good relation swith customers and increasing their loyalty through the development and fulfillment of customer needs is one of IKM furniture strategies in developing business. From the description, the author took the initiative to help design an information system based on Customer Relationship Management (CRM) as an industry 4.0 technology to digitize marketing, especially for managing customers. The implementation of CRM-based information systems starts from collecting data, then analyze business processes, and using case diagrams. The next step is to implement a CRM system using Microsoft Excel VBA. Finally analyze and evaluate CRM implementations in Furniture IKM. From this research we get a CRM system that is suitable for furniture IKM business processes.

Which antecedents contribute most to the loyal behaviour of online second-hand market shoppers?

PurposeIn the last 15 years, online sales of second-hand products have grown substantially due to changes in the economy, increasing interest in sustainability and the new opportunities offered by the alternative markets. However, little is known about the antecedents of customer retention in this particular online market. To this effect, the aim of this research is to bring new insights about what retains shoppers and creates loyal behaviour in this market by presenting a loyalty model based on expectancy-value theory and building on Olsen's satisfaction-loyalty model.Design/methodology/approachTo achieve the above-mentioned purpose, a survey comprised of 507 respondents who had purchased second-hand products via an online platform during 2020 was used to test the model.FindingsThe results validate both the satisfaction-loyalty model and the mediator role of the fulfilment of expectations between perceived quality and satisfaction. The results also indicate that customer fulfilment of expectations depends only on the perception of product quality. Perceived product quality was also the dimension that most influenced satisfaction, followed by perceived vendor quality. Last, the dimensions that contributed most to loyal behaviour were satisfaction with the vendor and with the website.Originality/valueThe originality of this research lies in the validation of the unique satisfaction-loyalty model for online second-hand purchases. The value of this research is that it adds knowledge about effective strategies for platform owners and sellers to enhance customer satisfaction and loyalty in online second-hand markets.

Factors affecting satisfaction with the postal delivery service

The delivery service industry is boosting too much under the influence of e-commerce. So, there is a need to reform the delivery of the postal sector to meet the needs of consumers. Most of the postal offices have been served via government to government (G2G), and in recent years, due to e-commerce and corona disease, they have been developing business to consumer services (B2C), business to business (B2B), and direct to customer (D2C). The study examines how service quality affects customer trust, consumer satisfaction, and customer loyalty in the postal delivery service. It aims to provide information to delivery service companies and foreign investment companies in making strategic decisions. All structures are measured on a seven-point Likert scale. A total of 290 valid responses were used out of 358 distributed surveys, excluding 68 responses with irrelevant and incomplete data. These were analyzed using SPSS 21.0 and AMOS 20.0 statistic package programs. The outcome of the analysis showed that the four components of service quality constructs of delivery service have no significant effect on trust. However, they affect satisfaction, while tangibility and empathy have not shown such trustworthy effects on customer fulfillment.

Classification of customer feedbacks using sentiment analysis towards mobile banking applications

Innovation and technology have subsequently transformed banking industry’s way of delivering products and services to their customer. Mobile banking is an effective way of performing transaction as it can be performed anywhere and anytime. The evolution of banking experience is important to fulfil customers’ need and demand especially in highly competitive banking industry. Through mobile banking application, customer can express their satisfaction and dissatisfaction directly on the application store platform. The fulfilment of customer’s satisfaction is important to avoid customer attrition. This research focused on customer feedbacks towards six mobile banking application in Malaysia which is Maybank, Commerce International Merchant Bankers (CIMB), Public Bank, Hong Leong Bank, Rashid Hussein Bank (RHB) and AmBank. This research aims to identify keywords related to customer feedback towards mobile banking, classify the sentiment and evaluate the accuracy performance by using supervised machine learning algorithm of support vector machine (SVM) and naïve Bayes (NB). The result shows that linear SVM is the best model with the highest value in all accuracy, precision, recall, including F1-score with value 97.17%, 97.21%, 97.17% and 97.18% respectively. With this high accuracy value, this model would have better performance in analyzing the classification of customer feedback in mobile banking application.

Techniques and Methods for Measuring the Texture of Processed and Fresh Agro-Food Products – A Review

Abstract The measurement of texture is a widely used method in postharvest and food research. The majority of the textural characteristics of fresh foods, such as vegetables and fruit, are frequently employed as maturity indicators in order to meet long-term storage, transportation and customer fulfillment requirements. Understanding the textural features is also crucial for controlling processing processes like drying, heating, and frying on processed foods. The sensory qualities of the texture have been evaluated using a variety of methods. The methods for measuring texture that are most frequently used are objective tests using a variety of tools. The set of physical qualities referred to as a food’s textural properties includes those that arise from the structural elements of the food, are primarily perceived through touch, are associated with the distortion, disappearance, and the response of food under the action of a force and are evaluated objectively by functions of quantity, distance or time. Due to their well-balanced supply of nutrients, including sugars, organic acids, vitamins, pro-vitamins, and minerals, as well as non-nutritional, advantageous components like fiber and secondary metabolites, fresh fruit and vegetables are vital dietary items for human nutrition. Production processes need to be managed sustainably while producing high-quality products. At harvest, the maturity stage is typically an important factor not only affecting the product quality at harvest but also the susceptibility of the product postharvest. In postharvest, the main task is maintaining the good quality of perishable products for as long as possible to avoid food waste and economic losses. Consequently, knowledge of factors related to produce quality in the pre-harvest, harvest, and post-harvest stages is relevant for the producer, harvest manager, storage manager, packaging facility personnel, local markets, global distributors, wholesalers, and consumers. The word quality is consistently used throughout the production-to-consumption chain, but its definition changes depending on where in the chain you are. Yet, in each of these stages, quality refers to the product’s level of excellence and lack of defects (absence of defects and blemishes, cultivar-typical ripeness, freshness, a non-harmful amount of residues considering pesticides and other chemicals, and cleanliness). Texture represents one of the four principal factors defining food or fruit quality, together with appearance, flavor, and nutritional properties, and plays a key role in consumer acceptability and recognition of agro-foods.

A Survey on Customer Fulfillment with HDFC ATM in Kanchipuram District

The impact of innovation over item developments in banks is gigantic. HDFC Bank is the biggest private segment banks. This study goes for dissecting the fulfillment levels of the clients of HDFC Bank holding ATM cards in Kanchipuram area concerning a few perspectives, for example, the administration nature of ATM work force, area, adequate number of ATMs in the area, normality in working of ATMs, their effect on general execution and their conclusions on different other related issues. 120 clients were chosen on arbitrary premise. Mean levels of fulfillment of the respondents were computed utilizing SPSS. The clients are profoundly fulfilled by the accessibility of trade out the ATMs and the nature of cash notes in the ATMs being positioned first and second.

Eco-friendly fashion among generation Z: Mixed-methods study on price value image, customer fulfillment, and pro-environmental behavior

Raising environmental awareness and product development are two separate and costly investments that many small and medium-sized fashion businesses cannot afford to achieve sustainability. Therefore, there is a need to determine which factors exert a more significant impact on consumer loyalty and purchase intention toward eco-friendly fashions. Thus, this study employs a mixed-methods approach with thematic analysis and the SEM-PLS technique to research how Vietnamese Gen Z's perceptions of product-service quality, environmental awareness, and pro-environmental behavior influence their purchase intention and loyalty toward eco-friendly fashion products. Most interviewees acknowledged that they primarily gained knowledge about eco-friendly fashion through social media platforms. The qualitative results further showed that their knowledge of and attitudes toward eco-friendly fashion practices were insufficient to convince young customers to afford eco-friendly fashion products. The SEM-PLS results of 313 participants show that while customers' perceived behavioral control plays a more significant role in stimulating purchase intention, only product-service quality factors impact loyalty. Hence, this study suggests that businesses should prioritize improving service and product quality rather than funding green marketing when targeting Vietnamese Gen Z in case of financial constraints. Government should prioritize financial and technological support for fashion firms to develop high-quality eco-friendly fashion to ensure the product availability.