Improve Customer Service Research Articles

Enhancing competitive advantage through digital innovation and organisational culture in the logistics sector

Introduction: The modern logistics sector is rapidly changing under the influence of digital technologies. The use of innovative digital technologies can significantly increase efficiency, reduce costs and improve customer service. Objectives: Formation of a comprehensive theoretical approach to the impact of innovation transfer and organizational culture on improving logistics processes and achieving sustainable competitive advantages in the context of digital transformation. Methods: Empirical research methods include analysis and synthesis, SWOT analysis, grouping method, abstraction, and generalisation. Results: The study analyses the impact of digital transformation on logistics processes, examines the main trends and technologies that promote the digital transformation of logistics chains, assesses the impact on the efficiency and productivity of logistics processes, determines the significance of innovation in developing logistics strategies and enhancing companies' competitiveness, and outlines the factors that contribute to innovative activity in logistics companies. The influence of technological changes on digital competitiveness is substantiated based on the IMD World Digital Competitiveness Ranking indicators for 2023. Countries worldwide are grouped according to their level of digital competitiveness, the impact of education, the implementation of innovations, and their readiness for transformational changes. The impact of innovation transfer on the competitive advantages of the logistics company Amazon is studied. Critical aspects of the organisational culture of digital transformation in modern conditions are outlined. A SWOT analysis of digital transformation in the logistics business is presented using the example of "Nova Poshta." Opportunities and threats to logistics entrepreneurship regarding competitive advantages in digital transformation are identified. Conclusions: The main directions of digital transformation for a logistics company are highlighted.

OCB on Employee with Job Satisfaction as Mediator of Leadership and Organizational Climate

Organizational Citizenship Behavior is essential for companies because it encourages a collaborative and supportive work environment, improves teamwork, and improves employee morale by enabling employees to look beyond their formal job descriptions. This study aims to analyze OCB in employees with job satisfaction as a mediator of leadership and organizational climate. This exploratory study uses a quantitative descriptive method based on a pattern of relationships that describes the causal relationship between variables. The population in this study was all 53 employees. The sampling technique used was non-probability sampling with a saturated sampling technique. Data collection method with a questionnaire. Data collection instruments with questionnaire sheets. Data analysis techniques with inferential statistics. The study's results indicate that leadership, organizational climate, and job satisfaction affect OCB, and job satisfaction can mediate the influence of leadership and OCB. OCB leads to better productivity, improved customer service, and a positive organizational culture. This proactive behavior encourages organizational flexibility, reduces employee turnover and operating costs, and strengthens the company's reputation. Ultimately, OCB impacts the company's success and sustainability by creating a more engaged and motivated workforce.

Enhancing dealership management software with AI integration for improved customer service and future innovations

This review paper explores the integration of Artificial Intelligence (AI) into dealership management software to enhance customer service and foster future innovations. The primary objective is to synthesize existing research and industry practices to understand how AI technologies can streamline operations, personalize customer interactions, and drive business growth within automotive dealerships. The paper reviews key AI applications, including AI-driven chatbots and virtual assistants that provide automated support, predictive analytics for customer behavior and sales forecasting, and personalized marketing strategies. The analysis reveals that AI significantly improves customer service efficiency by reducing response times and enhancing customer satisfaction. Predictive maintenance and inventory management powered by AI algorithms ensure optimal resource allocation, minimizing downtime and operational costs. Additionally, the paper identifies potential future innovations facilitated by AI advancements, such as augmented reality (AR) for virtual vehicle tours and blockchain for secure transaction management. These innovations promise to elevate the customer experience and streamline dealership processes, creating a competitive edge in the market. The integration of AI into dealership management software presents substantial benefits in improving customer service and operational efficiency. The paper emphasizes the need for continuous investment in AI technologies and employee training to fully harness these advantages. Future research should focus on exploring emerging AI applications and their long-term impact on the automotive industry, ensuring dealerships remain adaptable and competitive in a rapidly evolving technological landscape. Keywords: Artificial Intelligence, Dealership Management Software, Customer Service, Predictive Analytics, Augmented Reality, Blockchain, Automotive Industry.

Challenges and Development of the Insurance Market in Albania

The insurance market in Albania has experienced substantial changes in recent years. This analysis focuses on the structure and performance of the insurance market in Albania, including the main product categories such as compulsory and voluntary insurance. One of the main challenges for the insurance market in Albania is the low level of penetration compared to European standards. Public awareness and promotion of insurance culture are important factors in improving this aspect. The study also addresses legal changes and innovations in the market, including changes in the legal framework and insurance technology. This analysis is based on various sources, including the Financial Supervision Authority (FSA) reports, financial data of insurance companies, and insurance market trends. Understanding these aspects provides a complete overview of the developments and challenges of the insurance market in Albania and brings a basis for the discussion on the growth opportunities of this sector in the future. The methodology provides a structured approach to investigate the challenges and development of the insurance market in Albania in the post-pandemic period. By combining data from various sources, the study aims to produce a comprehensive analysis that can inform policy recommendations and strategic decisions for stakeholders in the Albanian insurance industry. The study revealed that the market demonstrated resilience despite initial disruptions, with a gradual recovery in premium volumes and a rebound in demand for various insurance products. The pandemic accelerated the adoption of digital technologies, leading to improved customer service, streamlined operations, and enhanced data management.

Evaluation of Indian Railway’s Supply Chain Parameters for Improved Sustainability Under Industry 4.0 Transformation: An Application of AHP and TOPSIS

Indian Railways (IR) is India’s major public transportation system and one of the world’s largest and busiest rail networks. The Indian government is in charge of owning and running it. This paper presents an alternative approach to measuring the overall operational performance of the Indian Railway supply chain. The operation of Indian railways from a supply chain perspective needs to be analyzed to improve customer service and inventory management.Industry 4.0 is used for the easy processing of individual transportation components efficiently and safely. The study is useful for the Indian Railways because it enables the classification of various issues related to government procurement. A supply chain model is proposed to assess service expectations and quality. Various issues (such as the integration system, financial behavior, and management perspective) related to supply chain management have been identified, and various factors affecting availability, railway service quality, and reliability have been analyzed for managing its supply chain. The Analytical Hierarchy Process (AHP) and TOPSIS have been used to examine inventory-related difficulties and make recommendations for the public procurement environment. The result of the AHP method showed that Model 1 (Integration System) has the highest Max_C_weight of 0.5348, followed by Model 2 (Financial Behavior, 0.381695) and Model 3 (Management Perspective, 0.399443). The consistency ratio (CR) for all three models was also less than 0.1. Further, the TOPSIS method was used to validate the accuracy of AHP results and found that the model is significant. This result will help the decision-makers at Indian Railways design an assessment and relationship management model that will help them make procurement the driving force behind their supply chain.As per COP27, Industry 4.0 will help to achieve net zero emissions. The net carbon emissions will be reduced to zero, which will result in a clean environment.To improve sustainability within the framework of the Industry 4.0 transition, the research aimed to evaluate the Indian Railway’s supply chain metrics. Analytical Hierarchy Process (AHP) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) are methodologies used in this assessment.

The Influence of Social Media on Increasing Sales of MSMEs (Case Study of MSMEs in Tanjung Morawa)

Sales increase is the process of increasing the number of products or services sold by a company or individual in a certain time period. The goal is to increase revenue and profitability. Increased sales can be achieved through various strategies, including more effective marketing, improving product or service quality, expansion market, increasing distribution, improving customer service, and so on. The aim of this research is to determine the magnitude of the influence of social media on increasing sales of MSMEs in Tanjung Morawa. The results of this research show that social media has a positive and significant effect on increasing sales of MSMEs in Tanjung Morawa. The magnitude of the influence can be seen from the large value of the coefficient of determination (R square of 61.5%.)

STRATEGI PENGEMBANGAN USAHA SPAREPART SEPEDA MOTOR DENGAN MENGGUNAKAN ANALISIS SWOT PADA TOKO ZIF JAYA GORONTALO

This research discusses the business development strategy of Zif Jaya Gorontalo shop using SWOT analysis. Toko Zif Jaya Gorontalo is a business that focuses on selling motorcycle spare parts. The purpose of this research is to identify internal and external factors that affect the business, identify alternative business strategies that are effective for improving spare parts business performance, and determine the most appropriate strategy. The methods used include Business Model Canvas (BMC) to map the business model, SWOT analysis, IFAS and EFAS matrix, and economic analysis to determine the Break Even Point (BEP). The results showed that toko Zif Jaya Gorontalo store has dominant strengths compared to weaknesses, has significant strengths in product and service diversification, and strategic location advantages. The development strategy that can be used is to focus on capitalizing on internal strengths and external opportunities (S-O strategy). The development strategy is that Toko Zif Jaya Gorontalo can consider further utilizing its strategic location by conducting more aggressive promotions, improving customer service by using the latest technology, adding technicians by recruiting more employees to overcome limitations in services and operations.

Analisis Sistem Informasi Eksekutif Dalam Layanan Listrik Kantor Pelayanan Dan Unit Listrik Desa PT. PLN (Persero) Unit Induk Wilayah Kalimantan Selatan Dan Kalimantan Tengah

Customer service data in the service office and village electricity unit not managed properly because the system is currently used is limited to units on urban area only. Therefore a new system was built that could be used to manage electricity customer service data. In order to support this research, the method of data collection is carried out by means of interviews, library studies, analysis, system design, system building, testing and system implementation. This system makes it easy to manage customer electricity service data at the Village Service Office and Electric Unit and make it easier for Commerce Deputy Mechanism Managers and Revenue Assurance to monitor data for the purpose of executing customer service improvements in villages or sub-districts throughout South Kalimantan and Central Kalimantan.

The Role and Impact of Artificial Intelligence on Supply Chain Management: Efficiency, Challenges, and Strategic Implementation

This research paper delves into the transformative impact of artificial intelligence (AI) on supply chain management, focusing on enhancing demand forecasting, operational efficiency, and customer satisfaction, while also managing costs and streamlining logistics operations. The adoption of AI in supply chains offers significant opportunities to improve service delivery and operational capabilities, which are crucial for maintaining competitiveness in the rapidly evolving business landscape. The study underscores the importance of AI technologies in reshaping supply chain dynamics by providing a comprehensive analysis of both the benefits and challenges associated with its implementation. Key benefits highlighted include the optimization of inventory management, enhanced accuracy of demand forecasting, reduced operational costs, and improved customer service. These enhancements are pivotal in achieving a competitive edge and adapting to changing market demands.However, the integration of AI into supply chains is not devoid of challenges. The paper identifies critical obstacles such as the need for significant cultural shifts within organizations, data security concerns, and the complexities of navigating legal and regulatory frameworks. These challenges require strategic management to ensure successful AI adoption and to mitigate associated risks.The research includes case studies of Arab companies that have integrated AI into their supply chains, offering practical insights into the real-world application of these technologies. These examples demonstrate both the potential rewards and the difficulties encountered, providing a balanced perspective on the practicalities of AI deployment in supply chain settings.In conclusion, while AI presents substantial opportunities for advancing supply chain management, it also necessitates careful consideration of various implementation challenges. The paper provides strategic recommendations for Arab companies aiming to leverage AI technologies effectively. These guidelines emphasize the need for thorough planning, continuous risk assessment, and fostering an adaptive organizational culture. By addressing these key areas, companies can harness the full potential of AI to enhance their supply chain operations and achieve sustainable growth.

Commercial techniques to improve customer service

The advance of digital platforms has transformed the shopping process, making it more accessible and practical. In this study, we seek to understand the preferences of customers of commercial premises of Malecón 2000 in the city of Guayaquil, both in their face-to-face and online shopping. The sample focused on customers between 20 and 40 years old, using a descriptive research with a quantitative approach through surveys in Google Forms. The studies surveyed highlight different aspects of customer service and commercial techniques, while the results obtained underline the importance of direct interaction with merchants. They also highlight the need to improve product diversity and the online shopping experience to maintain market relevance in an increasingly competitive retail environment.

Innovative digital marketing strategies for SMEs: Driving competitive advantage and sustainable growth

In the rapidly evolving digital landscape, small and medium-sized enterprises (SMEs) must adopt innovative digital marketing strategies to drive competitive advantage and sustainable growth. This review explores the critical components and benefits of leveraging digital marketing for SMEs, emphasizing how tailored strategies can enhance market presence, customer engagement, and business performance. SMEs face unique challenges in resource allocation and market competition, necessitating cost-effective and impactful marketing approaches. Innovative digital marketing strategies, including search engine optimization (SEO), social media marketing, content marketing, email campaigns, and data-driven analytics, provide SMEs with the tools to compete effectively against larger enterprises. By utilizing these strategies, SMEs can achieve greater visibility, attract a broader audience, and convert prospects into loyal customers. SEO and content marketing play a pivotal role in enhancing online visibility and organic traffic. By producing high-quality, relevant content and optimizing it for search engines, SMEs can improve their search rankings and attract targeted audiences. Social media platforms offer powerful channels for engaging with customers, building brand awareness, and fostering community. Through targeted advertisements and influencer partnerships, SMEs can reach specific demographics and drive engagement. Email marketing remains a cost-efficient strategy for maintaining customer relationships and promoting products or services. Personalized email campaigns can nurture leads, encourage repeat business, and build customer loyalty. Additionally, data-driven analytics enable SMEs to measure campaign performance, understand customer behavior, and make informed decisions to refine marketing efforts. The integration of innovative technologies such as artificial intelligence (AI) and machine learning further enhances digital marketing capabilities. AI-driven tools can automate tasks, provide insights into customer preferences, and optimize marketing strategies in real-time. For instance, chatbots can improve customer service, while predictive analytics can forecast trends and personalize marketing messages. In conclusion, innovative digital marketing strategies are essential for SMEs seeking to drive competitive advantage and sustainable growth. By embracing SEO, social media marketing, content marketing, email campaigns, and data-driven analytics, SMEs can maximize their marketing impact, enhance customer engagement, and achieve long-term business success. Leveraging these strategies allows SMEs to remain agile, responsive, and competitive in the dynamic digital marketplace. Keywords: Innovative, Digital Marketing, SMEs, Sustainable Growth, Competitive Advantage.

Cloud accounting and the performance of deposit money banks in Nigeria

The current technological era of the 4th Industrial Revolution (4IR) and the realities of the COVID-19 pandemic brought about challenges and opportunities for DMBs; these challenges necessitated this study. The study examined empirically the relationship between cloud accounting and improved customer service delivery, which have effect in the financial performance of deposit money banks (DMBs). The study adopted cross-sectional survey research design. The structured Lickert scale questionnaire was raised from the objectives of the study and administered to the information technology and communication (ICT) unit of the sampled DMBs. The outcomes of the administered questionnaires were analyzed using the descriptive statistics and Spearman’s Rank Correlation Coefficient. Results show that cloud accounting has a significant positive relationship with financial performance of DMBs. In addition, Information Technology Trust has a positively significant moderating effect on the relationship between cloud accounting and financial performance DMBs. Also, the study revealed that Visualized Transaction Reporting and Self-service Transaction Reporting have significant positive relationship with productivity and profitability of DMBs. In conclusion, cloud accounting significantly moves in the same direction as financial performance. Hence, the study recommends that banks should do more investment in cloud accounting technologies for improve customer service delivery in their operations, which will in the end boost financial performance.

Nghiên cứu ảnh hưởng của chỉ số ứng dụng công nghệ thông tin nội bộ đến hiệu quả kinh doanh của các ngân hàng thương mại Việt Nam

Technology has become essential in every industry, including banking. It can optimize work processes and improve customer service. However, the question remains: does it help banks improve business efficiency? This article conducted a panel data regression analysis of commercial banks listed on the Vietnamese stock exchange from 2014 to 2023 to investigate the correlation between internal information technology applications and banks' financial performance. The research results revealed that the internal information technology application (ICTcore), which includes implementing core banking, deploying basic applications, and implementing electronic payments, has a negative correlation with the financial performance of banks. Additionally, the size of the bank and the scale of loans can also impact banking financial performance, while the bank growth rate has no impact on the ROA of banks observed from 2014 to 2023

Relevance of RPA in Banking & CRM

This journal explores the relevance of Artificial Intelligence (AI) in the field of banking and Customer Relationship Management (CRM). It delves into how AI technologies are reshaping traditional banking operations and enhancing customer experiences and optimizing CRM strategies. In banking, AI is being used to improve customer services, strengthen security, and provide personalized financial services. AI technologies, such as machine learning, natural language processing, and predictive analytics, have revolutionized various aspects of banking operations. These technologies delegates’ banks to automate routine tasks enhance fraud detection capabilities, personalized customer experiences. The study also highlights the challenges and opportunities associated with AI adoption in CRM strategies, so here we are using Robotic Process Automation (RPA) concepts to automate repetitive and rule-based tasks in banking and CRM processes. RPA is reshaping business processes, workforce dynamics, and strategic decision making. Additionally, it discusses key considerations for successful RPA implementations. Ultimately, this paper highlights the importance of understanding and harnessing the power of RPA to drive innovation and competitiveness in the digital age.

Impact of Customers’ Demographics on their Attitudes and Intentions to Adopt FinTech for Banking Services: TAM-Based Explanation

FinTech is being used more and more to improve customer service. The use of online and mobile banking platforms has increased in response to increased demand for financial digital services. However, in the banking industry, customers' fear of using FinTech varies across demographics, like Age Gender, Education, and Income. This study focused on the Technology Acceptance Model (TAM) to explain the effects of customers’ demographics and the mediating effect of trust, risk, perceived ease of use, and perceived usefulness of FinTech and customers’ attitudes on the banks’ customers’ intention to adopt FinTech. For collecting data, a structured questionnaire was shared among the 1000 bank customers through a Google form link. A total of 550 responses were received, after discarding incomplete or wrongly filled questionnaires, and the final sample of 455 responses was analyzed in smart PLS. technique. The structured equation model (SEM) analysis reveals that customers' intent to utilize FinTech is significantly influenced by their attitude toward adopting new technology in the banking industry. The results also establish a significant impact of age, income, education, perceived ease of use, trust, and risk on the customers’ attitude toward adopting new FinTech services. Moreover, SEM analysis shows that PEOU, PU, Trust, and risk mediate the relationship between the customers’ demographics and their attitude toward using FinTech services. The findings of this study support the TAM postulates and suggest that policymakers should consider the demographic impact on the use of FinTech services and should focus on developing a more user-friendly and secure FinTech interface.

Sentiment Analysis on Social Media Using Word2Vec and Gated Recurrent Unit (GRU) with Genetic Algorithm Optimization

The evolution of information technology has changed the function of social media from a mere information repository to a platform for expressing opinions and aspirations. One of the most used social media is Twitter. Twitter users can express opinions according to their conscience. Therefore, a sentiment analysis process is needed to classify the opinion as positive or negative. Sentiment analysis on social media is important to understand user opinions, monitor public perception, measure campaign performance, identify trends and opportunities, and improve customer service. This research builds a model to perform sentiment analysis on the topic the president election with a total dataset of 39,791 with GRU method, TF-IDF feature extraction, Word2Vec feature expansion with 142,545 corpus from IndoNews, and Genetic Algorithm optimization. The test results show that the highest accuracy achieved is 83.39%, which shows an improvement of 1.42% compared to the baseline. This performance was achieved when combining of TF-IDF with a 5,000 maximum features, applying Word2Vec at top 1 similarity, and applying Genetic Algorithm for feature optimization. This study proves the relationship between the use of Word2Vec feature expansion and Genetic Algorithms as optimization in improving the accuracy of the model created.

Analysis of the Implementation of Re-Thinking Strategic Leadership in MSMEs for Sheet and Bed Cover Products in the City of Bandung

MSMEs in the bed linen industry often face challenges in increasingly tight market competition and changing consumer dynamics. To remain relevant and competitive in an ever-changing market, MSME leaders need to rethink their leadership strategies. Rethinking in this context includes re-evaluating business models, marketing strategies, production processes, and relationships with customers. MSME leaders need to consider new strategies that enable them to face challenges and exploit opportunities in the bedsheets industry. Based on the results of observations and in-depth interviews with MSME owners who produce bed sheets and bed covers in the Bandung area, it is clear that most of the MSME players who produce bed sheets and bed covers, especially the owners, in this case who are the leaders, have implemented re-thinking strategic leadership, especially those in the bed sheet business who produce on a large scale. . Re-thinking strategic leadership in this case means that MSME bed sheet and bed cover players have re-evaluated business models, marketing strategies, production processes and relationships with customers. MSME owners of bedsheet and bedcover products in Bandung have adopted various strategies to understand and adapt to the rapidly changing business environment. They use e-commerce and social media platforms, prioritize environmentally friendly products, adopt health protocols during the pandemic, and adjust production processes according to environmental regulations. Their strategic leadership drives adaptation through market research, product innovation, sales channel diversification, improved customer service, operational efficiency, collaboration, pricing flexibility, and human resource development. Additionally, they apply long-term thinking through SWOT analysis, market trend monitoring, competitor research, and data analysis. Team collaboration and engagement are also enhanced through cross-functional teams, open communication, shared goals, and collaborative rewards. Technology and innovation are encouraged with training, support systems, feedback loops, and innovation awards. Systemic thinking and leadership development is carried out through outreach, training, open communication, and feedback. These MSMEs also have risk awareness with appropriate risk analysis and risk mitigation as well as regular performance measurements for evaluation and strategy adjustments. MSME leaders are also considering new strategies that will enable them to face challenges and exploit opportunities in the bedsheets industry. MSME leaders in the bed linen industry have implemented strategic leadership to direct their business in a direction that is in line with the company's vision and mission. Strategic leadership involves making smart decisions, identifying market opportunities, managing risks, and developing long-term strategies. Even though the results obtained, not all MSMEs producing bed sheets are as expected.

ANALYSIS OF THE USE OF BLOCKCHAIN AND SMART CONTRACT TECHNOLOGIES FOR MANAGEMENT AUTOMATION AND ENSURING BUSINESS RESILIENCE

Increasing competition, the need to enhance efficiency and transparency of business processes, as well as the requirements to ensure the security and reliability of operations, demand new tools and approaches for automating management and ensuring the sustainability of the enterprise. Currently, it is blockchain and smart contract technologies that are opening up vast opportunities for this. Therefore, the research is aimed at a comprehensive analysis of the features and directions of using blockchain and smart contract technologies for automating management and ensuring the sustainability of the enterprise. Within the research, it has been proven that the use of blockchain and smart contract technologies creates a flexible and secure process for developing conditions and strategies that allow an enterprise to function effectively and remain capable of ensuring its own progressive development even in conditions of high stochasticity, economic turbulence, or crises. It is concluded that among the main directions where the use of blockchain technologies for ensuring enterprise resilience is worthwhile, the following should be highlighted: supply chain management, balanced management, security management, and basic risk management, as well as managing relationships with customers and partners. In unity, these outlined directions establish the principles of automating enterprise management, enhance its ability to function effectively, and direct its progressive development. It is concluded that among the main directions where the use of smart contracts for ensuring enterprise resilience is beneficial, the following should be highlighted: access and security management, remote tracking of resource utilization, automation of production and commercial processes, improvement of customer service, and management of data processing workflows. In unity, these outlined directions establish the principles of enterprise management automation, guiding and expanding the enterprise's capabilities for progressive development. In the context of ensuring enterprise resilience, the goal of applying smart contracts and blockchain technologies can vary. However, the use of these outlined technological solutions should guarantee the enterprise's ability to withstand external and internal influences.

Удосконалення системи мотивації персоналу на прикладі АТ «УКРПОШТА»

Companies must constantly look for new ways to increase efficiency and improve management systems in today’s competitive environment. We all know that talent is an organization’s most important resource. The more investment and attention paid to talent, the better the overall efficiency and profitability of the enterprise. Motivation is one of the main components of people management. When exploring the nature of motivation, it is essential to consider that motivation is a process that drives a person’s behavior in a specific direction, forcing them to behave in a certain way in a particular situation. By understanding motivational methods that have yet to be sufficiently studied, we can better explain people’s behavior at work or in other situations. At the current stage of business and logistics industry development in Ukraine, Ukrposhta faces challenges and tasks related to increasing competitiveness and improving customer service. One of the crucial factors influencing the successful fulfillment of these tasks is the compelling motivation and management of personnel. The incentive system at Ukrposhta may need to be revised or improved to ensure high productivity and employee satisfaction. Motivation processes need to be more transparent, non-individualized, and able to consider the needs of different groups of employees, such as couriers, sorters, managers, etc. This situation can lead to low productivity, decreased motivation, increased staff turnover, and deterioration in the quality of customer service. The purpose of the article is to study the peculiarities and importance of forming an effective labor motivation system at an enterprise, as well as to analyze the current state of the motivation system at Ukrposhta JSC and to find ways to improve it. Improving the staff motivation system is crucial to any organization’s successful management and development. Companies can achieve many benefits with a properly designed and implemented motivation system. Motivated staff work more efficiently and achieve high results, contributing to the company’s productivity. Suppose employees feel valued and have development opportunities. In that case, it reduces the risk of losing valuable staff and the need to find new employees. Satisfied employees are more focused on the quality of their work and customer service, which helps to attract and retain customers. An effective incentive system can foster creative and innovative solutions among employees. A well-designed incentive system can improve the working climate, make the work environment more conducive, and promote teamwork. A robust incentive system can be a tool for attracting and retaining talented employees. Thus, at Ukrposhta, remuneration is the main economic incentive. The company uses various forms and systems of labor. Management pays attention to material incentives but ignores stimulating the moral needs of subordinates, such as improving work performance and conditions, maintaining team spirit, etc. Keywords: motivation, motivation system, staff motivation, improvement of motivation, ways of motivation.

Quality of customer service in Malecón 2000 commercial premises

The quality of customer service is fundamental for the complete experience of the buyer. This result responds to the research project "Training programme to improve customer service in the commercial premises of Malecon 2000 in the city of Guayaquil" of the Higher Technology in Sales course at TES. The objective of this study is to analyse the perception of citizens on the existence of clear and concise signage at key points of the Malecon 2000 in Guayaquil, the sample was composed of young people, adults and seniors in a range of 20 to 70 years old residents in the city of Guayaquil; a descriptive and exploratory type of research was applied with a descriptive quantitative technique. The instrument used was a survey designed in Google Forms. According to the results obtained, and the comparative authors, it is evident that the lack of information and signage in Malecon 2000 is a significant problem, significant concerns were observed regarding the cleanliness and maintenance of public areas, the availability of guards and the perception of security.