Good Customer Research Articles

Enhancing Customer Trust and Value for E-Commerce Sustainability

The rapid growth of online shopping in e-commerce applications emphasizes the role of after-delivery services provided by online sellers in gaining trust, satisfaction, and repurchase intention. Good after-delivery service and positive customer perceived value contribute to creating customer trust, which also affects repurchase intention. This paper aims to analyze the effect of after-delivery service, customer perceived value, and customer satisfaction on trust to increase repurchase intention. This research was conducted in Jakarta with a causality descriptive research design using a quantitative approach and purposive sampling technique. Data was collected from 291 respondents who have used e-commerce applications. The conceptual model underwent an analysis utilizing SEM (Structural Equation Modeling). Research results reveal that after-delivery service impacts customer trust and customer satisfaction positively. Customer perceived value impacts customer trust and satisfaction positively, and customer satisfaction positively impacts customer trust. Customer trust and customer satisfaction positively impact repurchase intention. After service delivery, customer perceived value positively impacts repurchase intention, which is mediated by customer satisfaction. Furthermore, after delivery service, customer satisfaction and perceived value positively impact repurchase intention mediated by customer trust.

Perancangan Inventory System untuk Mengoptimalkan Operasional Penjualan, Pembelian, dan Pengembalian pada CV.Victory

In company operations, of course you need records in the form of stock data and transaction data to make reports. Likewise with CV. Victory has used software to optimize the company's operations, but the software still has many shortcomings so that the company's operations are not optimal. There is a proposed solution, namely the design of a desktop-based inventory application with the aim of supporting company efficiency and productivity. In this Digital Business Project, the method used is the waterfall methodology which consists of requirements analysis, system design and testing. The type of research used is qualitative research by conducting an interview process with the resource person, namely the Chief Operational Officer from CV. Victory. by asking several questions related to problems occurring in the company with the aim of being a guide to designing solutions.The result of the project is an analysis of business flow, system flow, business model, then the final result is a desktop-based application design that has various features in it according to the company's needs. The features available in the application include goods data, supplier data, customer data, employee data, and transaction data (sales, purchases and returns). These features, apart from being able to enter data, also provide access to update and delete. After the application design has been created, a feasibility analysis is carried out to determine whether the development of the system project is worth continuing or stopping, and the results obtained are that the application design created is declared feasible according to the results of behavioral testing or what can be called black box testing.The conclusion of this project is that the design of a desktop-based inventory application will definitely provide company efficiency and productivity by providing process automation, smoother work flow, and faster access to information, so that it can save time, costs, resources, and improve service quality.

Customer Profiling Model for Ecommerce Apps

Abstract: Researchers are developing new ways to evaluate credit in e-commerce, combining traditional RFM analysis with machine learning such as SVM and random forests. This approach provides accurate information that distinguishes good customers from potential fraudsters, minimizing financial losses. Other models for online finance companies use clustering, advanced RFM feature selection, weighted averaging with logistic regression and random forest to better segment customers. These developments build on growing connections between traditional channels and technology between others, providing valuable insights for navigating today's financial challenges.

Pengaruh Strategi Pemasaran dan Sales Activities Terhadap Salaes Revenue Pada PT. Agrindo Sumber Harum

This research examines the influence of marketing strategy and sales activities on PT's sales revenue. Agrindo Sumber Harum. In an effort to identify factors that contribute to company revenue growth, this research tries to analyze the role of marketing strategy and sales activities. The research method used was interviews with sales and marketing staff. The data analysis technique in this research uses the Statistical Package for the Social Sciences (SPSS). The research results showed that Marketing Strategy has a significant positive influence on sales revenue. Sales activities have a significant positive influence on sales revenue. So, an effective marketing strategy has a big influence on PT's revenue growth. Agrindo Sumber Harum. This strategy includes market segmentation, product promotion, and strong brand management. Additionally, well-coordinated sales activities also play an important role in increasing sales revenue. Quality sales training, good customer relationship management, and a deep understanding of the company's products are key factors in increasing sales. This research provides important insights for PT management. Agrindo Sumber Harum and similar companies. By better understanding the impact of marketing strategies and sales activities, companies can optimize their efforts to achieve sustainable revenue growth. In addition, this research also encourages companies to continue to develop and adapt their marketing strategies and sales activities according to changing market dynamics.

Enhancing Customer Engagement in the Digital Era: Innovative Approaches for CRM Implementation in the Indian Banking Sector

Economic progress relies on the banking sector, which provides vital services globally. This study uses financial inclusion to assess the banking sector’s rising participation in rural India. Even if financial services have moved to remote places, the necessity to build and sustain good customer relationships remains. CRM is essential to these collaborations. This research explores industry-proposed customer relationship management (CRM) frameworks, focusing customer involvement, data management, and CRM implementation. The study examines how CRM affects customer satisfaction, loyalty, and operational efficiency, citing Payne (2005), Thejaswarup (2017), Tangaza (2017), Eid (2007), and Sharma &Goyal (2016). The objectives are to analyse CRM components and propose a comprehensive banking industry framework. Literature reviews, articles, and expert comments are used for data collection. CRM’s customer data management, engagement strategies, sales and marketing automation, customer service, analytics, workflow automation, segmentation, mobile CRM, system integration, and feedback mechanisms are reviewed. Customer Relationship Management (CRM) is crucial to banking success, according to the survey. This article covers important CRM frameworks that combine multi-author viewpoints for clarity. The conclusion proposes a groundbreaking banking-specific CRM paradigm. Focusing on socio-economic challenges, technological flexibility, staff training, customer data collecting, analysis, timely integration, and evaluation, this framework aims to meet evolving consumer and banking sector expectations.

Analysis of E-Marketing Strategy and Business Innovation in Optimizing Improvement of Service Quality and Its Effect on MSME Income

This research aims to analyze e-marketing strategies along with business innovations that can optimize improvements in service quality and their impact on the income of Micro, Small and Medium Enterprises (MSMEs). Improvements in information technology and the internet have changed the way MSMEs run their businesses. The research method used in this research is a survey method, by collecting data from MSME business people through questionnaires related to the use of e-marketing and business innovation in improving service quality and MSME income.The results of this research show that the use of e-marketing strategies, such as creating websites, marketing via social media, and using online advertising, contributes positively to increasing sales and business exposure for MSMEs. Apart from that, business innovation, such as new product development and market expansion, also has a significant influence on service quality and increasing MSME income.This research also found that improving the quality of MSME services, such as good customer service and fast delivery, has a positive impact on customer satisfaction and customer loyalty. This then contributes to increasing MSME income. In the context of MSMEs, the use of e-marketing strategies and business innovation are important factors in improving service quality and income. By adopting the right e-marketing strategies and business innovation, MSMEs can expand their market reach, increase customer satisfaction, and ultimately increase revenue.E-marketing strategies and business innovation have a significant influence on improving service quality and MSME income. This research provides recommendations to MSMEs to adopt e-marketing strategies and business innovation in an effort to optimize improvements in service quality and increase income.

The influence of micro-influencers and content marketing through customer engagement on purchasing decisions

Technology has had a huge impact on the marketing field. In today's digital era, technology has completely changed the way we interact and communicate with customers. Instagram is the object of research because this platform has become one of the largest and most popular social media in the world. This research aims to determine the influence of micro-influencers and content marketing through customer engagement on product purchasing decisions on Instagram. The data obtained by this research is through a questionnaire from 100 respondents. Instagram users. This research data was processed using SEM (Structural Equation Modeling) using the SmartPLS4 application. The results of this research show the positive influence of Micro-influencers on Customer engagement, Content marketing on Customer engagement, Micro-influencers on purchasing decisions, Content marketing on purchasing decisions, Customer engagement on purchasing decisions, and Micro influencers on work decisions through customer engagement. Content marketing on employment decisions through customer engagement. Implementation for companies that market their products via Instagram is expected to use Micro-Influencers and Content Marketing to attract buyers and good customer engagement, resulting in purchasing decisions on the Instagram application.

ANALISIS PENGARUH SUMBER DAYA FINANSIAL, KOGNITIF DAN EMOSIONAL KONSUMEN TERHADAP KUALITAS LAYANAN PELANGGAN PADA PT SERASI AUTORAYA (TRAC – ASTRA RENT A CAR) CABANG KALTENGSEL

Abstract: The impact of the development of the automotive industry and the transportation equipment rental system has increased competition in the car rental business in Indonesia. Companies that are able to provide good quality customer service will be able to win business competition and will be chosen by consumers to use vehicle rental services. PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch is a rental company that always pays attention to the quality of customer service. Service quality perceived by consumers is influenced by financial, cognitive and emotional resources of consumers. The purpose of this study was to determine the effect of consumers' financial, cognitive and emotional resources on the quality of customer service at PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch, as well as provide suggestions and input regarding the resources owned by customers so that they can be responded to by company to provide quality and satisfactory customer service. The population used in this study were customers from PT Serasi Autoraya (TRAC Astra Rent A Car) Kaltengsel Branch. The sample in this study was 100 respondents determined by the slovin formula. The method used in this study is a quantitative method using SPSS. The results of the study show that the financial, cognitive and emotional resources of consumers simultaneously have a significant effect on the quality of customer service. And the most influential variable is consumer emotion. Keywords: Financial Resources, Cognitive, Emotional Consumers, Quality of Service, TRAC Astra Rent A Car

The Influence of Visitor Satisfaction on Hotel Customer Loyalty

The reduction in visitors to accommodation or hotels is certainly due to several factors, both external and internal hotel factors. This could include customers being dissatisfied with the results of their visit, so they no longer want to visit the hotel. Therefore, this research will test whether customer dissatisfaction affects hotel visitor loyalty. The data collection method uses verification and descriptive methods. The research results show that customer satisfaction is generally quite high to very high. In this customer satisfaction variable, system satisfaction is the largest, and company satisfaction is the smallest. The biggest aspect is that the hotel can evaluate the benefits obtained by customers, and the statement that customers are satisfied with good and fast customer behavior the smallest aspect is that the hotel is less able to establish quality relationships and in the statement, it lacks a high commitment to cooperation with customers.

МАРКЕТИНГОВІ ІНСТРУМЕНТИ РОЗВИТКУ СОЦІАЛЬНИХ ПІДПРИЄМСТВ В УМОВАХ НЕВИЗНАЧЕНОСТІ

The paper is devoted to the formation of practical recommendations for the usage of marketing tools for the development of social enterprises, which will contribute to their effective functioning in the conditions of uncertainty. The article presents the marketing environment of a social enterprise. The ecosystem of social entrepreneurship as a part of the modern business environment includes key market players (suppliers, intermediaries, companies, competitors and customers). There is an exception in comparing social and traditional enterprise: customers of goods or services produced by social enterprises are usually not consumers or target customers of the corresponding products. In many cases, the decision maker is the party paying, such as a government, foundation, or individual sponsor. In addition, the target audience of a social enterprise includes not only customers as consumers of the product, but also beneficiaries (population groups to whom the mission of the social enterprise is directed). In many cases, the beneficiary receives access to services for free or at reduced prices through the payer (client). This additional profile of the client actually causes the need for additional research, because in the case of social entrepreneurship, the focus on marketing strategy differs from traditional business in certain features. Unlike traditional entrepreneurs, social entrepreneurs should not only work on maximizing their profits, they should also care about social impact and increasing positive brand reputation. Like a traditional business, a social enterprise faces competitors in the market who may or may not have better market offerings and may or may not be socially oriented. Challenges regarding the marketing of social enterprises have been identified: an ambiguous attitude to marketing on the part of social entrepreneurs, which is associated with insufficient understanding of marketing and its interpretation exclusively as a tool for profit maximization; lack of a clear understanding of the target audience, which leads to uncertainty in the development of marketing messages and strategies; a limited number of successful examples of social enterprises to refer to, which reduces motivation and confidence in the effectiveness of marketing efforts for aspiring social entrepreneurs. Marketing tools for social enterprises are provided to help define the target market and brand social values and mission.

"Literature Review: Customer Relationship In New Product Development"

Meeting customer expectations are vital for any firm to grow. Engaging the customers in any new product development provides customer satisfaction and connects to the society. Based on the necessity, customer engagement can be made online through social media or in person. However, involving customer’s, receiving their feedback on, and functioning the product attracts to many customers, users, and stakeholders. Having good customer interaction does not mean the customers stick to the brand or the product. A continuous effort must be made by the consumers to have a strong connect with the customers to enhance the growth of the business. There are many variables for consumers to drive on this customer interaction and it varies from each customer. Customers should feel overwhelmed with the time, money and effort spent in purchasing the product. Customer engagement and involvement in any new product development process is crucial. For the product to be launched as per the schedule, meeting the customer requirements needs good support from supplier’s as they play an important role in supplying the components for assembly into the product. A good customer supplier relation helps in strengthening the firm’s performance, delivering a quality product with subsided transactional cost. Many studies have been made keen on the customer relationship on new product development, therefore many researchers proposed that customer satisfaction could be considered as the major component for a successful launch of a product to market. The study in this paper provides a thorough review of customer relationship with supplier and their interaction with consumers on a new product development and how companies adapt suitable approaches to engage and involve customers.

The change in legal relations with a public or municipal authorities regulated by budget legislation and grant agreements

Public and municipal authorities regularly act as customers of various goods, works and services, as well as finance projects or provide targeted support to organizations as part of the implementation of State support measures. If the first role, as a rule, is implemented through traditional public procurement, then the second is through special regulation created under the conditions of appropriate support, and through agreements on the provision of subsidies or grants in the form of subsidies. Such agreements are not subject to procurement legislation, and the content of the legal relations generated by them has low regulatory and methodological security. At the same time, the Civil Code of Russian Federation (hereinafter referred to as the CC RF) is increasingly being applied to relations based on agreements by analogy with law. The implementation of agreements, as a rule, is associated with the emergence of an objective need to change them, related both to changes in the circumstances from which the parties proceeded when concluding them, and to subjective reasons, including planning errors. Within the framework of the article, the authors, using dialectical, logical, systemic and functional methods, considered and highlighted the circumstances of the permissibility and inadmissibility of making changes to these agreements. A special utilitarian character is carried by a fragment of the article based on the analysis of judicial practice and acts of regulatory and auditing authority, which highlights specific situations that are important for the formation of a comprehensive understanding of the assessment of the circumstances of changing agreements.

Pair Tarding and Residual Risk: A Case Study Based on the China’s Securities Firm

With the development of the financial field, there are more and more hedging strategies accompanied by an increasing number of residual risks in these strategies. These risks are generally ignored by people, resulting in losses. This paper begins with CITIC Securities, the leader in China’s securities industry, and analyzes its large-scale paired trading case, spreading spreads in the A-stock market. Firstly, at the macro trading level, this paper finds that there are still credit risks and liquidity risks in the trading of this investment portfolio by referring to the prospectus of CITIC Securities’ bond offering. It puts forward relevant suggestions to reduce these risks. Next, the focus shifts to the analysis of the portfolio strategy itself. The paper identifies four risk points: stock price rise in advance, abnormal events, reduced hedging opportunities, and market irrationality. It also provides suggestions on how to mitigate losses caused by these remaining risks. For example, setting up profit and loss points, establishing relevant departments to control the remaining risk points, maintaining good customer credit, and improving the company’s credit rating.

Progressive Islamic Law and Misek Tradition of Dayak Ngaju in Central Kalimantan

Misek tradition is known as the proposing procession of the Dayak Ngaju community in Central Kalimantan before marriage. This tradition is still preserved by the indigenous people, even though they have converted to Islam. As a law that lives in society, misek has become the nation's cultural heritage and, at the same time, enriches the national cultural treasures of Indonesia. The presence of Islam in the lives of the Dayak Ngaju community did not immediately eradicate the misek tradition. Progressive Islamic law has an elastic accommodation to adapt misek cultural values. This research aimed to analyze the progressive Islamic law and misek tradition of the Dyak Ngaju Community in Central Kalimantan. The research was empirical legal research, with data sources from observation, interviews, and documentation. Accommodation theory is used for the research. The research showed two conclusions. First, Misek's traditional practice has two processes, namely the misek hakumbang auh process (the small proposal procession) and the misek hakumbang hai (the big proposal procession). Second, progressive Islamic law accommodates the cultural values of misek, both misek hakumbang auh and misek hakumbang hai as good customs. The Misek tradition can coexist with Islamic law without losing its traditional identity.

Takoyaki Express: Looking to Take the Next Step

It is a quiet evening in the Jeli (a town in Kelantan); Shukri and his wife enter the Little White Café and order their milkshakes to enjoy the evening together. While Shukri and Aliah (Shukri's wife) find a nice place to sit and look into each other eyes. 
 
 "Aliah," Shukri exclaimed, his voice filled with frustration, "As you know, our annual sales revenue has been declining and reached about RM 500,000 again. 
 
 Aliah looked at her husband's face and reflected, “That is really sad, but you may remember that the revenue of our business has steeped from RM 500,000 in 2019 and reached about RM 1.5 million by the end of 2020”. 
 
 Aliah continues, “Because of COVID-19, our sales were coming from an online store, and we were able to attract a good customer base from online sales”. 
 
 Shukri uttered, “Our sales are dropping, and I am worried about the decline in sales. I have been trying to analyze and understand the decline of sales.” 
 
 Aliah pointed out the things as “it could be the changing preferences of consumers, market change, or maybe the pricing that we need to look into. However, keep in mind that would be another challenge that can lead us to another opportunity.” 

The Influence Of Perceived Benefit And Ease Of Use On Interest In Using The Ovo Digital Wallet

This research aims to determine the influence of perceived usefulness and ease of use on interest in using the OVO digital wallet. This research uses associative research methods with data collection through surveys and non-probability sampling techniques. A total of 100 respondents were taken as samples in this research. The data was then analyzed using multiple linear regression analysis for goodness of fit tests such as the t test, f test, and R2. The research results show that perceived usefulness and ease of use have a positive and significant influence on interest in using the OVO digital wallet. These findings indicate that perceived usefulness and ease of use are the factors that most influence interest in using the OVO digital wallet. Apart from that, the appearance of the features also has an important influence on application usage. An attractive appearance can increase consumer satisfaction and encourage further application use. Therefore, companies must continue to innovate to improve the appearance of application features and beautify them. Apart from the display features, the company must issue various promos, discounts and free vouchers to attract consumers to use the OVO digital wallet application. This can increase interest in using the application and strengthen the company's brand image. Apart from that, companies must consider good quality customer service and ensure that the application can always be used smoothly. Overall, this research provides useful information for companies in developing OVO digital wallet applications. By paying attention to perceived benefits, ease of use, feature display, and promotions, companies can increase interest in using the application.

Analysis of Service Quality Improvement Strategies for Internet Online Education Products

In today's booming Internet economy, the Internet online education content, because of its simple content composition and low market entry barriers, so that many companies have chosen this type of business model. In the process of profitability, most companies ignore customer satisfaction and use short-sighted management methods to strive for quick short-term profits, which makes it difficult for the company to carry out long-term operations and retain good teachers and customers. In this paper, the service quality of Internet online education products is discussed as the main content, starting from the content, community-based service quality and after-sales service, analyzing the status quo and making suggestions. In the end, through case study and argumentation, it is concluded that the company needs to improve the diversity of the company's products, improve the quality of community service, as well as build up the specific after-sales service standards of online education products and the division of responsibilities, so that the quality of the Internet online education product service can be effectively improved.

Determinants of Patient Loyalty in Inpatient Care Services in Mothers and Children's Hospital

The decrease in the number of patient visits indicates low satisfaction and loyalty. RSIA BUNDA Semarang has experienced a decline in inpatient visits in recent years. The research objective is to analyze the influence of customer value, relationship marketing, and customer experience on their satisfaction and loyalty. This is quantitative research with a cross-sectional approach. Data were collected by interviews using questionnaires with 244 respondents. Data analysis uses the Structural Equation Modeling (SEM) test to test the influence between variables. The research results show that patient loyalty is not influenced by satisfaction, but is directly influenced by relationship marketing and customer experience variables, while satisfaction is influenced by customer value and customer experience. Patient satisfaction is not proven to be a mediator between customer value, relationship marketing, and customer experience in influencing patient loyalty. Mapping patient characteristics is an important step in understanding patient needs so that they can provide a positive experience for the services they receive, including building good customer relationships to create perceptions of positive value and trust

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.