Good Customer Research Articles

Customer Satisfaction in Mediating the Influence of Customer Value on Brand Image

The objective of this study is to examine, elucidate, and evaluate the impact of customer value on customer satisfaction, as well as the impact of customer value and customer satisfaction on brand image. This study aims to examine the impact of customer value on brand image by means of customer satisfaction in café eateries in Malang. The study sample consisted of 130 participants who were clients of Cafe Resto in Malang City and were selected as responders for the investigation. The process of gathering research data through the utilization of questionnaires. The analysis methodology employs the Structural Equation Model (SEM) with the utilization of PLS (Partial et al.,) software. The findings of the study indicate that there is a positive correlation between customer value and customer happiness in café restaurants located in the city of Malang. The brand image of cafe restaurants in the city of Malang is positively influenced by customer value and customer happiness. The brand image of café restaurants in Malang is influenced by customer value, which is mediated by customer satisfaction. The enhancement of brand image for cafe restaurants in Malang City is contingent upon the provision of good customer value and the attainment of high levels of customer satisfaction. Consequently, this will result in an increased consumer interest in patronizing these establishments.

THE NATIONAL ASSEMBLY OF SERBIA AS A ‘’WORKING’’ PARLIAMENT: LEGAL PROSPECTS AND ACHIEVEMENTS

The paper examines the legal framework and parliamentary practice that provides opportunities for the National Assembly of Serbia to act as a “working assembly”. After theoretical considerations on the “talking” and “working” assemblies, the author analyzes some issues relating to the Rules of Procedure which regulate the organization, working conditions and functioning of the National Assembly. The subject matter of analysis are the parliamentary committees, the Conference of Presidents, and the plenary sessions of the National Assembly. The Rules of Procedure indicate that there was an intention for the parliament to acquire the characteristics of a “working” assembly. However, parliamentary practice and the absence of good customs indicate that this intention was not achieved in practice. The general conclusion would be that the National Assembly has retained most of the attributes of the “talking” assembly, which performs most of its work in the plenum.

Experiences and Strategies of Talipapa Vendors in Transitioning to The New Normal

This study explored the experiences, strategies, and accounting practices of talipapa vendors in Tuguegarao City during their transition to the new normal. The data were extracted by interviewing the informants using a questionnaire. The data were analyzed using thematic analysis. Three major themes were drawn, namely their experiences, strategies, and accounting practices they incorporated. The results revealed that majority of the informants had negative experiences but were able to survive using short-term strategies they implemented in their business operations and promotion or marketing, mainly targeted towards product and business innovation along with good customer service. On accounting practices, almost half the informants said they have basic accounting practices like bookkeeping and computing expenses and receivables

Consumer Involvement and Purchase Pattern of Organic Food Products in Chennai City

The behavior of individual consumers and their transcendental involvement in the purchase reveals how they see the identification of product needs, the risk involved in the purchase, the values of the product, its perceived prestige, and the satisfaction of the product. This study's primary goal is to determine how customer involvement affects the way that organic food items are purchased. Using a purposive sampling technique, the researcher gathered 614 samples. To evaluate the hypotheses, the researcher used confirmatory factor analysis, linear multiple regression analysis, and a structural equation model. It is discovered that consumer involvement in the purchase of organic food goods is not a unique phenomenon, but rather the result of a combination of five significant and predominate variables, including the product requirements for purchasing organic food products and the associated risk. The study also concludes that customers of organic food goods are highly motivated to participate in the decision-making process when making purchases because of the perceived prestige and value of the product.

Price Increases and Their Financial Consequences in International Business-to-Business Selling

Although price increases are common in business-to-consumer and business-to-business (B2B) markets, research examining the consequences of price increases on financial performance outcomes in B2B contexts is scarce. This study takes a relationship perspective on price increases and examines how a portfolio price increase affects the financial performance of the customer relationship and whether and how this effect varies between international business customers from different cultures. Based on objective data from 966 international B2B customers of a chemical goods company, this study examines a large-scale field intervention. Results show that higher portfolio price increases, although rooted in an increase of upstream costs, bring more severe harm to B2B customers’ sales revenue than lower portfolio price increases. These consequences vary with customers’ cultures as B2B customers with culture-specific communal norms are more susceptible to the magnitude of portfolio price increases than customers without such norms. International B2B companies, therefore, need to refrain from implementing uniform price increases and should consider their business customers’ cultural origin when designing and implementing price increases.

ANALYSIS OF CUSTOMER SERVICE AT BIKE STORES AT RECOVERY BIKE LANGOWAN

The purpose of this research is to analyze customer service at bike store at recovery bike Langowan. This research used qualitative method. 15 samples were collected with interview questions to the customers of Recovery bike Langowan. The result of this research shows that the service at the store Recovery bike Langowan from the interview results can be seen from the numbers of customer handled, level of customer satisfaction, response speed at the start and customer retention rate most of the respondent perceived a good service and leads to good customer service that been conducted from the store and leads them to loyal customers and become agent of marketing of the store also the performance and the marketing can conclude has a big positive impact both for the customers and the store. Keywords: customer service

The Influence of Advertisement Disclosure on Consumers' Consumption Intention in Celebrity Marketing

With the rise of social media and the trend of digitization of traditional media, how information is communicated is undergoing tremendous changes. Commercial messages have begun to penetrate news, entertainment, and other areas, creating a tsunami of economic benefits from them. Celebrity marketing is particularly prominent. However, there is a phenomenon that by concealing the commercial nature of their content, brands and celebrities make it impossible for users to recognize the nature of advertising, resulting in misinformation and deception. Under such a background, this study uses the documentation method to investigate how different levels of advertising disclosure affect consumers willingness to consume. The conclusion suggests that advertisement disclosure has a considerable positive effect on consumers consumption intentions. Therefore, marketing brands should guide their audiences to dialectically view the commercial attributes of celebrity marketing so that they can build good customer relationships and promote the success of their marketing strategies.

DEVELOPING SALES FORCE AUTOMATION PROTOTYPE AT INDONESIAN FURNITURE TRADING COMPANY

Information technology plays a crucial role in enhancing company performance and driving business growth. Maintaining good customer relationships is essential, and Customer Relationship Management focuses on building customer commitment. Sales Force Automation systems automate sales processes and manage customer interactions. PT. Maju Jaya Kreasindo, a furniture company in East Jakarta, aims to automate its sales force and centralize operational information through a web-based Sales Force Automation system using Electronic Customer Relationship Management. The research adopts the "Prototyping" method, offering a shorter development duration and flexible implementation. Visual Studio Code and Xampp, along with PHP and MySQL, are utilized as development tools. The result is a Sales Force Automation system based on Electronic Customer Relationship Management that assists PT. Maju Jaya Kreasindo in automating its sales force. The design successfully automates tasks, supported by Electronic Customer Relationships and the prototyping method. The Sales Force Automation system passed the functionality evaluation, achieving high user acceptance test scores, and indicating its effectiveness in meeting user requirements.

Consumer protection and good customer outcomes in an evolving financial services ecosystem

Consumer protection and the conduct of financial services firms has been a focal point and priority since statutory obligations on the financial services sector became law in 1986 with the introduction of the Financial Services Act. However, that has not prevented the continuous stream of scandals hitting the financial services industry and the consumers they serve or the never-ending battle to fight against criminal activity and strategies. This paper describes the evolution of standards in relation to financial services consumer protection, the new and evolving risks that consumers face and considers why regulation is needed that requires firms to put their customer needs first.

Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto

This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer satisfaction influences customer loyalty. The results of the study also found that customer satisfaction mediates the effect of service quality on customer loyalty. In an increasingly competitive business era, service quality and customer satisfaction play a very important role for a company's success. Good service quality and customer delight can help build long-term relationships with customers. When customers are satisfied with the services provided, they tend to remain loyal and not switch to competitors.
 Keywords: Customer Loyalty, Customer Satisfaction, Islam Service Quality

The Role of Service Quality in Increasing Customer Satisfaction at PT. Global Perkasa Ekspres Logistik

Customer satisfaction is an exciting and crucial issue for many companies, including PT. Global Perkasa Ekspres Logistik. However, until now, the role of service quality in improving the quality of customer experiences has yet to be widely reported in this company. This study aims to analyze and design service improvement strategies for PT. Global Perkasa Ekspres Logistik in managing service quality, especially in delivery services, to increase customer satisfaction. This research design falls under the category of qualitative research that PT. Global Perkasa Ekspres Logistik gather opinions through questionnaires, interviews, and direct observation. The number of analysis units in this study amounted to nine companies, which took place from March to July 2022 for qualitative descriptive data analysis. PT. Global Perkasa Ekspres Logistik is a logistics service provider for companies under its umbrella. In its journey, this company has obtained customer satisfaction through the quality of its services. According to research, factors that affect consumer satisfaction include good customer service, affordable service prices for people who often use expedition services, friendly, flexible, responsive, and quality services, and technological advances that provide convenience in communicating and providing services to consumers. Other factors that become weaknesses in achieving customer satisfaction include the presence of individuals or staff who lack experience in providing services and have an impact on the company's image.

Exploring Customer Feedback on Their Hotel Experiences in Vietnam

Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the globalized hotel industry, customers are easily shared on online booking sites, making hotel managers work harder to design a good customer experience management plan. This chapter proposes an approach to analyzing data from customers' online reviews with their experiences to understand their emotional and psychological states after using Vietnamese hotel services. The Python language is used for statistical analysis of these data, and the Vander library measures customers' positive and negative views after the hotel service experience. The results show that most customers are satisfied with Vietnamese hotel services, and less than 10% are dissatisfied with aspects such as staff, price, check-in, and location.

Investigating the Impact of Neuromarketing on Consumer Purchase Intention (Case Study of Sports Goods Customers in Ardabil City)

The purpose of this research was to investigate the effect of neuromarketing on consumer purchase intention (a case study of sports goods customers in Ardabil city). The current research is applied research in terms of purpose and descriptive-analytical in terms of nature and content. The statistical population of this research includes all private sports clubs and sellers of sports goods in Ardabil city, the sample size was 352 people considering that the statistical population is unlimited and the sampling method was clustered. The measurement tools include neuromarketing questionnaire (Azeimi et al., 2015) and consumer purchase intention questionnaire (Mahdavi, 2015). The content and form validity of the questionnaires were confirmed by the management professors and then Cronbach’s alpha reliability (AVE) was reported as 0.83 for the neuromarketing questionnaire and 0.88 for the consumer purchase intention questionnaire, respectively. The structural equation method was used for analysis using Imus version 23 and SPSS version 19 software. The findings of the research showed that neuromarketing has an effect on the purchase intention of sports goods consumers. Therefore, it can be concluded that the use of neuromarketing can influence the senses and minds of customers and make consumers’ minds ready for repeat purchases.

PENGUKURAN KINERJA BALANCED SCORECARD (STUDI KASUS PADA PT. TELKOM INDONESIA TBK., WITEL SUMATERA UTARA)

This study's purpose is to analyze company performance from a customer, internal business process, learning and growth, and financial perspectives using the balanced scorecard approach at PT. Telkom Indonesia Tbk., Witel North Sumatra. The sampling method used is purposive sampling. The number of employee and customer/consumer respondents taken for this study were 44 and 78 respectively. The results showed the company's performance PT. Telkom Indonesia Tbk., Witel Sumatera Utara on a good customer perspective (mean 3.90) with a BSC score of 78.00%, on a very good internal business process perspective (mean 4.57) with a BSC score of 91.40%, on a very good learning and growth perspective (mean 4.44) with a BSC score of 88.80%, and in a good financial perspective with a BSC score of 209.80%. The results showed that the total BSC score was 468.00%. This means that the performance achievements of the Customer, Internal Business Process, Learning and Growth, and Financial Perspective exceeded the target.

Hukum Memberikan Rating dan Informasi yang Tidak Benar Perspektif Fatwa MUI No 24 Tahun 2017 pada Online Shop di Kota Medan

This study aims to comprehend the legal aspects related to providing inaccurate ratings and data according to the Fatwa MUI No. 24 of 2017 concerning online stores in the city of Medan. Several online business platforms like Shopi, Lazada, and Tokopedia offer rating and survey features visible to buyers. These ratings, usually represented by stars, and surveys reflect views or analyses of the service provided by the merchants. However, the presence of this evaluation feature can be detrimental to businesses if buyers give ratings and surveys that do not align with facts and lack clear reasons, even though the businesses have genuinely provided good customer service. The focus of this research is to analyze the legal aspects regarding the provision of inaccurate ratings and data that harm businesses, referring to the Fatwa MUI No. 24 of 2017 about online stores in the city of Medan. This study employs an exact juridical approach with an exploratory examination strategy that emphasizes valid investigation. The Fatwa explicitly highlights prohibited activities in web-based communication and entertainment for the Islamic community, including fraudulent actions, defamation, mutual insults, and threats.

Patient perceptions of the readability and helpfulness of bilingual clinical forms: a survey study

BackgroundPatients with limited English proficiency (LEP) are rarely provided with translated clinical materials. Typically, healthcare clinics cite high costs of translation and lack of professional translators as barriers to this service. The purpose of the current study was to investigate the perceptions of LEP dental patients regarding the readability, understanding, and helpfulness of translated clinical forms produced by dental student doctor translators.MethodsWe used a survey design and convenience sampling to recruit LEP patients from a dental school clinic. Participants completed a 9-question (8 Likert-type items and 1 open-ended item) paper survey about translated forms. The bilingual survey was a combination of English and 8 other languages (Arabic, Dari, Pashto, Russian, Spanish, Ukrainian, Urdu, or Vietnamese) and assessed the type of form received; self-reported literacy; design, readability, and helpfulness of the form; overall understanding of the form; understanding of medical and dental terms; helpfulness for patient-provider communication; and comfort level with dental care after receiving the form. Demographic characteristics of participants were collected from the clinic’s electronic health record. Survey responses were analyzed descriptively, and Spearman’s correlation was used to examine the relationship between outcomes.ResultsNinety-seven LEP patients (61.9% [60] female, 78.4% [70] Spanish speakers) completed 140 surveys for various translated forms in Dari, Pashto, Spanish, Urdu, or Vietnamese. Participants positively rated translated clinical forms: range, 50.4% (70) for design of the form to 80.0% (112) for comfort level with dental care after receiving the form. For the open-ended item, participants indicated the translations were good, and no improvements were needed. They also thought providing the form was evidence of good customer service. When examining relationships between outcomes, positive correlations were found between self-reported literacy and readability (Spearman r = .57, P < .001), overall understanding and understanding of medical and dental terms (Spearman r = .58, P < .001), and type of form and helpfulness for patient-provider communication (Spearman r = .26, P = .005).ConclusionsStudy results suggested the translated clinical forms were perceived as helpful and beneficial by LEP dental patients. Similar approaches should be considered to reduce language barriers in healthcare.

Organizational Culture and Pedagogical Management in Peru

The purpose of the article was to determine the relationship between the organizational culture and the institutional management of the "Enrique López Albújar" Educational Institution, Piura. Work is worked under a quantitative approach, descriptive and correlational scope, 40 teachers participated as a sample. Among the results, it was found that there is no significant relationship between organizational culture and institutional management, which did not allow validating the research hypothesis; However, a significant relationship between norms and customs with institutional management was found; which concludes in compliance with the norms and good customs based on values.

Comparison of different approaches using Random Forest for imbalanced credit data

Abstract Credit scoring models are extensively used in credit risk management of individual customers. These models are based on econometric methods using past data about customers, both defaulters and non--defaulters. These models focus on the optimal separation between good and bad customers taking into account two types of errors that appear, namely: the False Positive (Type 1 error) and the False Negative (Type 2 error). The purpose of the project was to focus on the problem of unbalanced data. Different balancing methods have been applied to the data set obtained from the financial institution operating in the European market. Various levels of unbalance have been considered and different statistical assessment metrics have been compared.

Optimizing Bank Performance through Loan Recovery in Nigeria: A Comprehensive Analysis of Loan Recovery Strategies of Ecobank Plc.

Banks have significant difficulties in recovering debt, especially when consumers are no longer available following loan disbursement. This study carefully examines the effects of debt management and recovery on bank performance, paying particular attention to the applicability of the credit theory of money. The study's main goals are to thoroughly comprehend the various debt recovery strategies used in Nigeria's banking industry and investigate the connections between outstanding debt, recovered funds, loan client retention, and bank performance. To evaluate the given hypotheses and determine the relationships between these variables, the Chi-Square test was used. The data show that outstanding debt has a considerable influence on bank performance, supporting the credit theory of money. Additionally, a positive correlation between bank performance and loan client retention is discovered and the study finds a link between bank profitability and client relationships. The development of strong, dependable, and good customer connections improves the bank's reputation by increasing client satisfaction, loyalty, and confidence in the bank's dependability as a lender. Credit officers are advised to constantly monitor ongoing debt to avoid payment defaults as part of the study's recommendations. Finally, credit officers should pay frequent visits to borrowers to make sure the money from the loan is being used for what it was intended.

The Influence of Destination Personality, Destination Image and Customer Experience on Intention to Recommend at Trendy Coffee Cafe in Batam City

This study was conducted to identify factors that influence intention to recommend interest towards trendy coffee cafe destinations in Batam City. This factor is important for trendy coffee cafe destination owners to understand how consumers influence their intention to recommend to other consumers. The object used in this research is trendy coffee cafe in Batam City. This type of research was conducted using quantitative methods. The data collection technique uses probability sampling techniques and purposive methods, then the data is collected and processed using SPSS IBM 25 software. The results of this study provide evidence that destination personality, destination image and good customer experience can significantly increase consumers' intention to recommend trendy coffee cafe to other consumers. Therefore, the independent variables partially and simultaneously have a positive and significant effect on the independent variable intention to recommend at trendy coffee cafe in Batam City