Improve Customer Satisfaction Research Articles

An Approach to Preliminary Design of a Quadrotor Cargo UAV

Unmanned aerial vehicles (UAV) are widely used in many different application areas today. UAVs are very cheaper than the other aerial platform and also their give opportunity to users in operating flexibility. It can be mentioned that the cargo transportation of UAV application area has high potential to grow. Compared to traditional highway delivery methods, cargo drones can offer cost savings by eliminating the need for human drivers, reducing fuel consumption, and optimizing delivery routes. Cargo drones can revolutionize the e-commerce industry by offering same-day or even same-hour delivery options. This can improve customer satisfaction, reduce shipping costs, and enable businesses to expand their operations. The main purpose of the study is to develop a preliminary design method for a quadrotor Cargo UAV to be used for cargo transportation. Within the scope of preliminary design activities, the initial sizing, optimizations and performance analyzes of the components were made. By using these results of the design, it was observed that the number of design iterations and the design time were significantly reduced.

The Impact of E-Banking on Customer Satisfaction in Pakistan

This study presents the current status of E- banking in Pakistan and its effect towards the practice and also explains its impression on the customer satisfaction of the financial institutions. The main purpose of this study is to point out those outcomes which are measured to be the main players in raising the customer satisfaction in Pakistan. Using a qualitative research approach, this study collected primary data through interviews to describe the results of interviews conducted on the level of arrangement in the minds of the customers. In the previous years, many banks have initiated to proposal as well as to provide the customers and support their appearance as a friendly organization and to ease their customers whereas to allow them to do banking services without visiting the branches of the bank. Through this research, it has been perceived that customers who have taken the services are getting benefits however they feel a little bit uncomfortable after using e-banking banking services quality. Many of the customers have upraised the complaint that no services of utilities have been registered in E-Banking. Although customers have very much awareness but not in a very large scale. Awareness is very high among the customers which are using the services, but internet usage or mobile banking is a new technique and customers are hesitant to work easily within this new atmosphere. Electronic banking has many benefits in improving customer satisfaction like reduced frequency of bank visits, reduced waiting time for customers etc. It facilitates users to manage their bank account transactions and there is a great exposure for banking industry to increase these online services in Pakistan.

Analysis of applicability of tools and techniques in total quality management concepts

The Total Quality Management (TQM) emerged as an evolution of the continuous improvement philosophy, emphasising quality as a fundamental aspect of the business to achieve higher organisational competitiveness. As business environments are characterized by dynamic changes, applying various TQM tools and techniques allows a leading edge in the market. Additionally, TQM tools and techniques serve entrepreneurs to improve the quality of their products or services, focusing on customer satisfaction, employee involvement, and continuous improvement. However, in the lack of knowledge and information, entrepreneurs are often unaware of the available methodologies. Hence, the paper shows, describes and systematises a set of tools and techniques available to all business people and their applicability to TQM concepts such as 8D and Six Sigma. The paper provides practical insights, information, and guidance for entrepreneurs and managers to improve the quality of their products or services, the efficiency of operations, and achieve long-term sustained success.

Evaluation, classification and categorization of tourist accommodation for customer satisfaction: Puerto López case

The purpose of this research is the evaluation, classification and categorization of tourist accommodations as a contribution to improving customer satisfaction in the Puerto López destination. The type of research used was a non-experimental design of a descriptive -exploratory nature. The methods used were; analytical-synthetic and inductive-deductive. The study addresses three phases, first, a diagnosis of the hotel sector, where sixty-seven establishments divided into types of hotels in Ecuador were identified, with the research focusing on four establishments. The second phase involves the evaluation, categorization and classification of accommodation establishments, and the third, the evaluation of customer satisfaction, through the application of surveys based on the SERQUAL model, identifying perceptions that are below expectations, demonstrating the poor quality of service. An improvement proposal was designed, with five strategies that led to the design of the programming, structured with four strategic axes as programs that compile thirty-one projects, as well as their respective indicators and those responsible

Unlocking the potential: empirical analysis of enablers, barriers, benefits and technologies for integrating Industry 4.0 and Lean Six Sigma in manufacturing organisations

PurposeThe integration of Lean Six Sigma (LSS) and Industry 4.0 (I4.0) is in the nascent stage and promises to achieve new optimums in operational excellence. This study aims to empirically examine the enablers, barriers, benefits and application of I4.0 technologies in LSS and I4.0 integration.Design/methodology/approachA pilot survey was chosen as an appropriate methodology, as LSS and I4.0 integration is still budding. The survey targeted senior quality management professionals, quality managers, team leaders, LSS Black Belts and operations managers to collect the relevant research data. The questionnaire was sent to 200 respondents and received 53 valid responses.FindingsThis study reveals that “top management support” is an essential enabler for LSS and I4.0 integration. The most significant barrier was “poor understanding of data analysis” and “lack of top management support”. The findings further illustrated that LSS and I4.0 integration resulted in greater efficiency, lower operational costs, improved productivity, improved customer satisfaction and improved quality. Regarding I4.0 technology integration at different phases of LSS, the authors noticed that big data analytics and artificial intelligence (AI) are the most prominent technologies used in all phases of LSS implementation.Research limitations/implicationsOne of the limitations of this study is the sample size. LSS and I4.0 are emerging concepts; hence, obtaining a larger sample size is difficult. In addition, the study used non-parametric tests to analyse the data. Therefore, future studies should be conducted with large sample sizes across different continents and countries to understand differences in the key findings.Practical implicationsThe outcomes of this study can be useful for organisational managers to understand the enablers and barriers before integrating LSS and I4.0 for adoption in their organisations. Secondly, it helps to convince top management and human resource personnel by providing a list of benefits of LSS and I4.0 integration. Finally, it can help decision-makers understand which I4.0 technologies can be used in different stages of LSS methodology.Originality/valueLSS and I4.0 integration was studied at a conceptual level. This is the first empirical study targeted toward understanding the LSS and I4.0 integration. In addition, this study investigates the application of widely used I4.0 technologies in different phases of LSS.

Bir Banka Şubesinde Müşteri Sadakat Oranının Analitik Hiyerarşi Süreci (AHS) Yöntemi ile Belirlenmesi

Considering the high needs and expectations of today's customers, the efforts of businesses to provide and improve customer satisfaction are increasing. For this reason, businesses that make service differentiation are now working not only to satisfy their customers but also to gain their loyalty. This study aims to determine the customer loyalty rate with the Analytical Hierarchy Process (AHP) method taking a bank branch as a sample. No such study has been found to determine the loyal customer rate in the banking sector. Beyond the fact that determining the loyalty rate provides some numerical indicators, the biggest benefit to businesses is that they have information about the extent to which they realize their goals, customer expectations, and needs. Thus, they can establish standards and priorities for the goods or services they produce or will produce and apply different strategies by changing them when necessary. In addition, businesses that access loyal customer information have the opportunity to communicate and maintain relationships with their most valuable assets, their loyal customers, while exploring opportunities to gain their non-loyal customers.

Inovasi Desain Kemasan Untuk Meningkatkan Penjualan Produk Umkm Healthy Tasty Food Surabaya

Packaging design innovation is a crucial strategy in boosting product sales. Innovation is the practical development and improvement of an initial discovery into a technique that can be used. This research aims to enhance the sales of banana chips produced by the Small and Medium Enterprises (UMKM) Healthy Tasty Food Surabaya through packaging design innovation implemented by interns from WMK.The research methods encompassed interviews, observations, brainstorming, active participation, and documentation. The results indicate that the implemented packaging design innovation successfully increased the sales of Healthy Tasty Food Surabaya's banana chips, as evidenced by a surge in orders and sales.The packaging design innovation involved alterations in shape, color, and packaging material. The new packaging was designed to be more appealing and informative, incorporating bright colors and attractive graphics. Additionally, the new packaging was equipped with comprehensive product information, including nutritional content and expiration date.The positive impact of this packaging design innovation is evident in the increased number of orders and sales for the UMKM, as well as improved customer satisfaction and product image. This research provides a significant contribution to similar UMKMs by uncovering the potential for sales enhancement through the improvement of their product packaging design quality.

The Impact of Financial Technology Innovation on Banking Service Transformation: A Case Study in the FinTech Industry

The rapid advancement of financial technology (FinTech) has brought about transformative changes in the banking sector, redefining the way financial services are delivered and experienced. This article explores the profound impact of FinTech innovation on banking service transformation through an in-depth case study within the FinTech industry.
 The study employs a comprehensive analysis of key technological advancements and their influence on traditional banking services. It investigates how FinTech innovations, such as blockchain technology, artificial intelligence, and mobile banking applications, have reshaped the landscape of financial services, enhancing efficiency, accessibility, and customer experience.
 Through a detailed examination of a leading FinTech company, the case study delves into specific strategies and implementations that have driven banking service transformation. It evaluates the adoption of digital platforms, the development of personalized financial products, and the integration of data analytics for risk management and customer engagement.
 Furthermore, the article explores the challenges and opportunities posed by FinTech innovation for traditional banking institutions. It discusses regulatory considerations, cybersecurity concerns, and the need for strategic collaboration to navigate the evolving financial ecosystem.
 The findings highlight the positive outcomes of FinTech-driven transformations, including increased financial inclusion, streamlined operations, and improved customer satisfaction. However, it also emphasizes the necessity for adaptive strategies among traditional banks to stay competitive in the dynamic FinTech landscape.
 In conclusion, this article contributes valuable insights into the intricate relationship between financial technology innovation and banking service transformation. The case study serves as a practical illustration of how FinTech has become a catalyst for change within the financial industry, offering lessons and implications for stakeholders seeking to navigate and thrive in this rapidly evolving environment.

Comparative Analysis and Construction of Evaluation Indexes of Civil Aviation Service Quality

Scientific and effective evaluation of civil aviation service quality is of great significance to improve customer satisfaction and the main competitiveness of civil aviation enterprises. In combination with the core ideas of the service quality model, this paper compares and analyzes the service quality evaluation process of airports and airlines from the two dimensions of service contents and evaluation indexes on the basis of literature arrangement and summary. Based on the SERVQUAL model and the "China Civil Airport Service Quality Evaluation Index System", the related contents of the system is appropriately revised combined with the characteristics of airport and airline services. To this end, the service quality evaluation indexes of airports and airlines are respectively built. The research shows that there are indeed some differences in five dimensions of evaluation indexes between airports focusing on ground services and airlines responsible for in-flight services. Only when scientific and reasonable evaluation index system for the quality of civil aviation transportation services is established for evaluation in line with the characteristics of civil aviation transportation services in the two scenarios, can the overall service level of passenger transportation in civil aviation industry be upgraded to achieve the high-quality development of civil aviation transportation industry in China.

The Study Of Customer Satisfaction With The Special Reference To Panvel D-Mart

D-Mart is a popular supermarket chain in India. This study aims to understand the key factors influencing customer satisfaction, including product variety, pricing, store layout, staff behaviour, and overall shopping experience. Through qualitative and quantitative methods, the study analyses customer perceptions, identifies areas of strength and weakness for Panvel D-Mart, and recommends strategies to enhance customer satisfaction and loyalty. By focusing on this specific D-Mart location, the research offers valuable insights applicable to the broader D-Mart chain and the Indian retail landscape. The findings contribute to a deeper understanding of customer behaviour within the supermarket industry, ultimately guiding Panvel D-Mart and similar retailers towards improved customer satisfaction and sustained growth.

Penerapan Customer Relationship Management Terhadap Kepuasan Pelanggan Pada Laundry Sabana Tanjungpinang

Customer Relationship Management (CRM) is a long-term business strategy aimed at building and maintaining strong relationships with customers. Through the effective implementation of Customer Relationship Management (CRM), customer satisfaction can be enhanced. This research aims to evaluate the utilization of Customer Relationship Management (CRM) in Sabana Laundry business with the objective of improving customer satisfaction. The respondents in this study are customers of Sabana Laundry, selected through purposive sampling method. Data analysis is conducted using qualitative analysis methods. This approach involves in-depth interviews with the owner, employees, and customers of Sabana Laundry, direct observation of operational processes, and analysis of documents related to the implementation of Customer Relationship Management (CRM). The results of the analysis indicate that the implementation of Customer Relationship Management (CRM) has a significant positive impact on customer satisfaction levels. Therefore, it can be concluded that Customer Relationship Management (CRM) holds substantial potential for enhancing customer satisfaction in the context of Sabana Laundry business.

A Customer Experience Study Based on Vienna Hotel Data

With rapid economic development, there is also an increasing demand for consumer experience. Therefore, we need to make changes to the hotel’s customer service based on a study of customer experience theory. This will help improve customer satisfaction and enhance the hotel’s competitiveness. Based on the theory of customer experience, this study aims to investigate the customer service at the Vienna Hotel. The service status of each department will be assessed through a questionnaire survey. By analyzing the data and identifying the problems in the customer service at the Vienna Hotel, appropriate solution strategies will be proposed. Hebi Vienna Hotel needs improvement in staff service ability and quality, hardware facilities and equipment, management mechanisms, and personalized service. Therefore, the hotel needs to improve its infrastructure, train its employees to enhance their service skills, innovate personalized services to improve the quality of customer service, and enhance customer satisfaction and the check-in experience.

Sentiment Analysis of User Satisfaction Towards Sales Promotion of Gojek Application Service Using Support Vector Machine (SVM)


 
 
 Customer satisfaction is a crucial factor for the sustainability of a company, including tech companies like Gojek. This condition exists because customer satisfaction affects the continuation of customers purchasing or reusing the company's services. Promotions or offers are commonly applied strategies by companies to enhance attractiveness among competitors and improve customer satisfaction. Therefore, this research aims to understand customer sentiments towards promotions or offers provided by the Gojek company to develop better promotional strategies by increasing customer satisfaction. The data source for this research comes from user tweets on the social media platform Twitter which has now changed to "X". The method used to determine the sentiment of this data is the support vector machine.
 
 

Social Media Analytics and Business Intelligence: Leveraging Management Information System for Competitive Advantage

In today's ever-evolving business environment, the confluence of social media, analytics, and business intelligence has emerged as a powerful and transformative factor, fundamentally altering the way organizations function and compete. This summary provides an overview of the crucial function that Management Information Systems (MIS) serve in harnessing the potential of social media analytics and business intelligence to attain a competitive edge. The widespread adoption of social media platforms has led to an unprecedented influx of data, offering businesses profound insights into consumer behavior, preferences, and market dynamics. Nonetheless, the sheer scale of this data can be daunting in its raw state. MIS assumes a pivotal role in the collection, processing, and conversion of this data into actionable insights. This research delves into how organizations can effectively employ social media analytics, in synergy with business intelligence tools, to elevate their decision-making processes. Through the analysis of social media data, companies can gain a more profound comprehension of their target audience, keep a close watch on their brand's reputation, and pinpoint emerging trends and market opportunities. Business intelligence tools enable the visualization and interpretation of this data, providing stakeholders with the necessary information to make data-driven decisions. The competitive advantage derived from this approach is multifaceted. It allows organizations to respond proactively to market changes, align their products and services with customer demands, and allocate resources effectively. Furthermore, it enables organizations to optimize marketing campaigns, measure their ROI, and create personalized customer experiences, thereby improving customer satisfaction and loyalty. This study also examines the difficulties and moral factors linked to employing social media analytics and business intelligence. Matters of privacy, data security, and the ethical handling of customer data are pivotal elements that organizations need to confront in order to uphold public confidence and adhere to legal requirements. To sum it up, the amalgamation of social media analytics and business intelligence within the framework of Management Information Systems provides a potent set of tools for organizations striving to gain a competitive edge in the digital era. Leveraging the insights gained from social media data can lead to improved decision-making, enhanced customer experiences, and a sustainable edge in an ever-evolving market. This abstract outline the foundation for a comprehensive study that explores the practical implementation and strategies for harnessing these technologies effectively.

ChatGPT and generative artificial intelligence: an exploratory study of key benefits and challenges in operations and supply chain management

ChatGPT and generative artificial intelligence (Gen-AI) are transforming firms and supply chains. However, the empirical literature reporting the benefits, challenges, and outlook of these nascent technologies in operations and supply chain management (OSCM) is limited. This study surveys current projects and perceptions of these technologies in US (n = 119) and UK (n = 181) supply chains. We found that projects range from proof-of-concept to full implementation, with a main focus on operational gains, such as improved customer satisfaction, cost minimisation, and process efficiencies. The main challenges concern data, technological and organisational issues. Expected benefits are dominated by cost savings and enhanced customer experience, but also include increased automation and sustainability. Industries were found to cluster around six groups according to perceived benefits and implementation challenges. Our findings contribute to the emerging literature on Gen-AI use in OSCM, and to management practice by mapping the benefits, challenges, outlook, and maturity level of Gen-AI projects in supply chains.

Survey on Various Tool for Analyzing and Detecting Fake Review by using AI

The prevalence of fake product reviews in online shopping platforms has raised concerns regarding the authenticity and reliability of customer feedback. This study proposes a method for detecting fake reviews using a logistic regression model and review-centric features. By analyzing linguistic patterns, sentiment analysis, and reviewer behavior, the proposed model aims to accurately differentiate between genuine and fake reviews. Experimental evaluations on real-world datasets demonstrate an overall accuracy of 82%, showcasing the effectiveness of the approach. The integration of natural language processing techniques allows for the extraction of important features from review texts, which are then utilized as inputs to the logistic regression model. Additionally, considering reviewer behavior, such as the number of reviews, consistency of ratings, and timing, enhances the accuracy of the detection system. The proposed method offers a scalable solution that can be easily implemented in existing e-commerce platforms, bolstering their credibility and protecting consumers from misleading information. By filtering out fake reviews, this approach empowers users to make informed purchasing decisions, ultimately improving customer satisfaction in the online marketplace

RAIL TRANSPORT IN E-COMMERCE: AN OVERVIEW OF THE OPPORTUNITIES

The e-commerce market is constantly growing and attracting new entrants, but some developing trends are controversial.
 The study presents the results of a comparative analysis of logistics development strategies in the e-commerce market in the Russian Federation and the Republic of Indonesia. The analysis shows that while technological solutions are more general and they can be disseminated as best practices, the structure of transportation depends on local characteristics. 
 In Russia rail transport has an important place in the overall transport volume, but in order to be integrated into the e-commerce market, railway companies have to change their existing logistics significantly. This study presents an analysis of strategic documents, examining the prospects for Russian Railways to enter the e-commerce market and the challenges encountered along the way. Rail logistics is a rather conservative industry but nowadays it ready to embrace new technologies, cloud-based solutions and services, such as track and wagon sensors, intelligent video analytics and so on. In Indonesia, as an island nation, rail transport is not that important. The country faces the challenge of developing land transportation by different modes of transport.
 The article not only identifies general trends in the use of logistic instruments for small-scale shipments but reveals possible obstacles and ways to improve logistics. Some recommendations are made, as E-commerce logistics systems seek improved communication, transparency in the supply chain, improved customer satisfaction, distribution and logistics optimization, cost reduction, improvement in efficiency and on-time delivery. The land transportation industry is crucial for the growth of national connectivity and contributes significantly to national development.

Measuring and Analyzing the Process Capability of Productivity – An Applied Study in the Al-Tahady Factory for the Production of Filters

This study addressed concerns related to increased percentages of damaged and re-worked production, heightened demand for factory products, and lack of awareness of the approved Sigma (σ) level during manufacturing, and associated deviations in the manufacturing process. The primary research problem was to assess the manufacturing process's stability and capability to consistently produce conical filters that meet required specifications. The study followed a sample-based approach, where twenty samples, each containing four observations, were collected continuously over a period of seven days. For each sample, the mean (X ̅) and range (R) were calculated. The mean X-Double bar of 319.32 and the average range R-bar of 0.848 were obtained through data analysis. The main findings revealed that, on average, the manufacturing process was relatively close to the target value (X-Double bar = 319.32). However, the presence of several data points outside the control limits indicated potential variability in the process. The average range (R-bar = 0.848) highlighted certain variations in the manufacturing process, which might contribute to issues like damaged or re-worked production. The study identified the need for further investigation to determine the root causes of these variations, which could include machine malfunctions, material fluctuations, or operator errors. By addressing these concerns and reducing process variability, the factory can enhance product quality, decrease waste, and improve customer satisfaction. In conclusion, continuous process monitoring and improvement initiatives, such as Six Sigma, are essential for achieving greater process capability in conical filter manufacturing. This research contributes valuable insights into process performance and provides a basis for implementing corrective actions to ensure consistent product quality and meet customer demands.

How time value affects the performance of road freight transport operators in Zimbabwe

Purpose: The primary purpose of this paper is to investigate whether the Road Freight Transport Sector in Zimbabwe considers the value of time in their operations and how this affects their competitiveness. Methodology: This quantitative study involves a survey of 384 randomly selected companies from a population of 1256 registered road freight companies in Zimbabwe. The data collected was analyzed using SPSS. Results: The study found that all the registered companies that participated in the research confirmed that the value of time phenomenon was alien to their business practices as they worked on assumptions. They also indicated a loss of business due to customer complaints. Theoretical Contribution: This paper contributes to the field by highlighting the importance of considering the value of time in business operations, particularly in the road freight transport sector. It provides empirical evidence supporting the theory that the value of time can significantly impact a firm’s competitiveness. Practical Implications: The findings of this study have practical implications for companies in the road freight transport sector. The study recommends policy formulation for companies emphasizing standard operating procedures and good time management to enhance competitiveness. This could lead to improved customer satisfaction and business success.

Assessing the Viability and Effectiveness of Chatgpt Applications in the Customer Service Industry: A Study on Business Models and User Experience

This study assesses the viability and effectiveness of integrating ChatGPT, an AI language model, in the customer service industry. Customer satisfaction and overall experience improvement are critical in defining the extent of business success. The study examines different trends and future research opportunities, showcasing the applicability of ChatGPT in hospitality, information technology, and global retailing industries. It also highlights the potential effectiveness of ChatGPT to revolutionize the sectors mentioned above and boost customer trust for sustainable development. Moreover, the research assesses the extent of ChatGPT usage in the organizational department by uncovering factors influencing its adoption using surveys. The research concludes that ChatGPT’s integration in customer service operations offers improved response time, cost-effectiveness, and scalability, allowing the business to reach a global audience. By embracing ChatGPT and its potential, organizations can develop seamless and customer-centric support experiences, gaining a competitive edge over other organizations, especially in the 21st dynamic market.