Industrial Customers Research Articles

When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry

The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and empathy affect customer satisfaction. Airline service quality, safety regulations, empathy are the most essential factors affecting passenger satisfaction. Price sensitivity moderates the relationship between passenger satisfaction and passenger loyalty, price-sensitive passengers more likely to switch airlines if they are dissatisfied. The study emphasizes the necessity of high-quality services to improve passenger satisfaction for airlines. To satisfy customers, airlines must prioritize safety, Empathy, ticket pricing, and service quality. Airlines must also recognize price sensitivity's moderating influence and develop strategies to serve price-sensitive passengers. This study adds to the literature by examining how airline service quality, safety regulations, empathy, and price sensitivity affect passenger satisfaction. In a competitive industry, airlines must focus on different service aspects to improve passenger satisfaction and passenger loyalty.

Data Visualization Based On Sentiment Analysis to Identify the Quality of Internet Service Providers in Malaysia

Nowadays, most of the people have subscribed to their own internet service providers. However, due to slow of speed, connectivity, quality, and customer satisfaction need a proper evaluation. In addition, the rate of internet adoption is still slow. This project aims to develop a web-based system of data visualization based on sentiment analysis of internet service providers in Malaysia. For the project methodology is conducted in three phases, which include studying the existing problem of the internet service providers in Malaysia, developing a web-based system of data visualization based on sentiment analysis, and the evaluation of the usability of the system. The System Development Life Cycle (SDLC) has been used in this project which are analysis, design, implementation, testing, maintenance, and usability. The quality of internet services is a crucial factor in determining the satisfaction of customers in the telecommunications industry. The data visualization system based on sentiment analysis can assist customers in making informed decisions when choosing the right Internet Service Provider (ISP) by providing a better understanding of the quality of internet services offered by different ISPs. The sentiment analysis approach also done by using the corpus-based approach. The evaluation of the usability result was done by 3 experts through questionnaires using the linear scale indicator to evaluate the usability of the system. The visualization of data is important which can help the user understand the information in detail.

A classified retail pricing and production scheduling model for industrial customers

In the electricity retail market, it’s an important operation way for a retailer to provide diversified services and design appropriate retail pricing strategies that stimulate demand side responses in order to increase profit and maintain customer welfare. This paper proposes a novel retail contract design that a retailer can adopt to provide different time-of-use (TOU) prices for the various types of industrial customers based on their adjustabilities and a part of rewards from the demand response (DR) market to those who respond to the urgent electricity requirements. A bi-level optimization model of retail pricing for classified industrial customers is set up based on their adjustable capacities of production process operations. At the upper level, the retailer’s benefit is maximized considering the stochastic risks of load fluctuation and the spot market. This is achieved based on the electricity consumption strategies of classified industrial consumers, which are obtained from the lower level. Decisions are then made concerning purchases from the spot market and retail pricing strategies for industrial customers. Based on the retail prices from the upper level and industrial production processes modeling, the model at the lower level takes the maximum industrial user’s benefit as the objective to obtain the electricity consumption scheme of each type of industrial user. The model optimizes both the time division and price level of retail TOU prices, resulting in detailed electricity consumption strategies for all types of industrial customers. The results of the cases show that the proposed retail pricing can improve adjustable capacities of industrial production process operations, effectively smooth the load curve of the retailer by making full use of the peak-load-staggered among industrial customers, and boost profits of both the retailer and industrial customers. Thus, a mutually beneficial situation between the retailer and industrial customers is realized.

When the Flirting Guest’s Age Is Crucial: Young People in the Hospitality Industry Reflect on Sexual Harassment

The purpose of this study was to investigate and analyse how young people’s perceptions of sexual harassment and unwelcome flirting from customers in the hospitality industry are affected by the customer’s age. Sixty-nine young women and men training for occupations in the hospitality industry were interviewed. The young people were 18–20 years old. The results show that the customer’s age was crucial for how the participants perceived unwelcome sexual interest and advances. If the person who offends was a child, the behaviour could be described as harmless, innocent and thus not as sexual harassment. Unwelcome flirting by a young man towards a young woman of the same age could be perceived as sexual harassment, but at the same time it is in line with the heteronormative ideal and could be understood. When the customer was older, that is, a middle-aged man, the young people’s descriptions of the occurrence were particularly negative.

Analyzing customer satisfaction and loyalty in packaging industry in Rajkot district

The printing and laminating manufacturing industry in growing rapidly in India. The domestic demand for printed and laminated products is increasing which increase the manufacturing of printing and laminating machines. So it becomes very mandatory to know is the customers satisfied with the product and showing loyalty towards the company. Therefore this research mainly focus on satisfaction and loyalty of customers in packaging industry. Packaging industry include the printing and lamination machinary manufacturing industries. For this research descriptive research methodology is used. Sampling technique used is Convenience (non-random sampling) sampling with sample size of 100 out of all the customers of packaging industry. Data is collected from customers through questionnaire and analysis is done. For statistical analysis Chi square test and Kruskal Wallis test is used. There is applicability of Conceptual Research model which shows that customer service quality and product quality influence the customer satisfaction and customer satisfaction influence the customer loyalty.This research conclude that 16% customers are elatedly satisfied and 54% customers are highly loyal. Customers are satisfied with the service quality and product quality provided by the packaging industry.

Assessing data phishing risks associated with unencrypted apps on smartphones with non-parametric test and random forest model: Insights from Kuwait phishing scam calls

The outbreak of covid-19 has helped M-commerce to strengthen its roots and helped to increase the number of customers in different industries. Likewise, Electronics product companies also developed M-commerce platforms such as mobile applications (Apps) regardless of their website to sell their products based on customers’ interests and likes. In order to create personalized and targeted marketing strategies, companies collect data from users of M-commerce platforms. For this, they have taken the data from the Handheld device users who installed the companies’ applications with or without the consent of the users which raises ethical concerns related to privacy and security. Unlike other studies this research explores the reason of increased data phishing cases in Kuwait from 2020 and the findings are supported by statistics using machine learning and python language. This paper examines the ethical implications-data phishing chances from users if M-commerce platforms of electronics Apps which are data unencrypted installed in the smartphones. The study employs a mixed-methods approach that includes semi-structured interviews with industry experts and customers, Checking the M-commerce Data privacy details, and analysis of relevant literature. Using the study's survey findings, the hypothesis was tested and a machine learning model was developed that predicts the likelihood of data theft when two specific apps are installed on a smartphone. The research pointed out that the null hypothesis is true and there is approximately 82% of chance if the smart phone users installs data unencrypted apps in the device.

Advancing algorithmic bias management capabilities in AI-driven marketing analytics research

Algorithms in the age of artificial intelligence (AI) constantly transform customer behaviour, marketing programs, and marketing strategies in industrial markets. However, algorithms often fail to perform as expected due to various data, model, and market biases. Motivated by this challenge, this study presents a framework of algorithmic bias management capabilities for industrial markets that contribute to customer equity in terms of value, brand and relationship equity. Drawing on the dynamic capability theory, this study fills this gap by conducting a literature review, thematic analysis, and two rounds of surveys (n=200 analytics professionals and n=200 business customers) in the financial service industry in Australia. The findings show that algorithmic bias management capability consists of three primary dimensions (data, model, and deployment capabilities) and nine subdimensions. These findings have important implications for scholars and managers interested in developing algorithmic bias management capabilities to influence customer equity in industrial markets.

The Development of a Backup SOFC Generator at Upstart Power

Upstart Power is developing a state-of-the-art SOFC generator that provides backup power solutions for residential and industrial customers. The Upgen NXG™ fuel cell enables grid independence and pairs seamlessly with solar and/or standalone battery storage to provide extended backup power and 24/7/365 energy solutions. The system has dual fuel capability using either propane or natural gas and exports AC power via Enphase micro-inverters. Field trials are being conducted including a batch of 10 units in Puerto Rico running on propane in collaboration with Sunnova.The key technologies enabling the Upgen NXG™ system’s fast cycling and overall simplicity include:1) Integrated Hot Zone with advanced Thermal Management2) Custom dry CPOx reactor (waterless)3) Control strategy based on two thermocouple setpointsThe core of the NXG system is the Hot Zone which integrates the CPOx reactor, fuel cell stack, heat exchanger, flame sensor, spark ignitor and exhaust system. Figure 1 shows the complete subsystem layout of the NXG system, including the fuel filter, blowers, power electronics and controls. The core component of the Hot Zone is a single piece structure that comprises a thermally conductive element that conducts heat from the combustion chamber to the stack inlet. This enables both rapid start-up and enhanced performance from the stack, without the risk of cell failure due to thermal stress. Figure 2 shows a Hot Zone demonstrating 1000 rapid thermal/power cycles from operating temperature down to 200°C. The chart shows power per cycle with a heat-up time of 40 minutes. Power output was increased after 800 cycles with higher power test cycles run throughout the test.The dry CPOx reactor converts fuel gas into hydrogen and carbon monoxide for use in the fuel cell without the use of any additional water. The CPOx can operate at very low O:C ratios (< 1.2) providing stack fuel efficiencies up to 40% and is controlled by a single thermocouple in the reactor core. The other system control setpoint is the temperature in the core of the hot zone which provides a simple system control scheme with minimal yet reliable sensors.Figure 3 shows real time cycle data from the Upgen NXG™ system, with a start-up time of less than 60 minutes with 9 hours of steady state AC power exporting to the grid via Enphase micro-inverters. The cathode air flow is controlled by the thermocouple in the core of the Hot Zone (Radiated).In summary, the Upgen backup power systems outperform ICE generators and battery-only backup by providing unlimited backup solar + storage systems that are more robust, cost-effective and have lower emissions. The single wall mounted unit minimizes connections and simplifies installation over an ICE generator that typically sits on an outdoor concrete pad. With near silent operation and the absence of deadly CO emissions, the Upgen NXG™ is a safe and environmentally friendly backup power solution for residential solar and industrial customers. Figure 1

Untapping Industrial Flexibility via Waste Heat-Driven Pumped Thermal Energy Storage Systems

Pumped thermal energy storage (PTES) is a promising long-duration energy storage technology. Nevertheless, PTES shows intermediate round-trip efficiency (RTE—0.5 ÷ 0.7) and significant CAPEX. sCO2 heat pumps and power cycles could reduce PTES CAPEX, particularly via reversible and flexible machines. Furthermore, the possibility to exploit freely available heat sources (such as waste heat and/or CSP inputs) could increase RTE, making the system capable of an apparent RTE &gt; 100% as well as reducing CAPEX, avoiding the need for two TES systems. This paper analyses the potential valorization of industrial waste heat (WH) to enhance PTES thermodynamic performance as well as increase industrial energy efficiency, valorizing different levels of WH sources in the 100–400 °C temperature range. In fact, the use of additional heat, otherwise dumped into ambient surroundings, may contribute to avoiding the need for a second TES, thus enhancing plant competitiveness. Starting from an assessment of the most relevant industrial sectors to apply the proposed solution (looking at available WH and electric flexibility needed), this paper analyses the feasibility of a specific sCO2-based PTES case study, where the cycle is integrated into a cement production plant with a WH temperature of around 350 °C. It is demonstrated that the CAPEX of the proposed systems are still relevant and only a robust exploitation of the PTES in the ancillary service market could attract industrial customers’ interest in sCO2 PTES.

Green loyalty of Islamic banking customers: combined effect of green practices, green trust, green perceived value, and green satisfaction

PurposeDeparting from the spirit of environmental concern, this study aims to connect green practices of Islamic banking with green customer loyalty, both directly and through the role of green trust, green perceived value and green satisfaction.Design/methodology/approachIn responding to the research hypothesis, this study analyzed 341 customer questionnaires using the structural equation modeling-partial least squares method.FindingsThis study found that a solid green practices program directly makes customers loyal to Islamic banks. It also discovered an indirectly convincing relationship between green practices and green loyalty through the mediation path of green satisfaction and less convincing through the mediation path of green perceived value and green trust.Practical implicationsPractically, this study highlights the importance of green practices innovation and the development of green practices programs that please customers because these programs can generate their loyalty toward the Islamic banking industry.Originality/valueTo the best of the authors’ knowledge, this study is the first to investigate the relationship between green practices and the green loyalty of customers in the Islamic banking industry.

Corporate image, customer satisfaction and loyalty among customers in air conditioner industry: Basis for customer relationship management model

Corporate image, customer satisfaction and loyalty among customers in air conditioner industry: Basis for customer relationship management model

Reviewing flexibility in industrial electrification: Focusing on green ammonia and steel in the United States

The renewable energy transition in the power sector involves a paradigm shift for flexibility. Flexible demand is more attainable than before, while supply flexibility faces new constraints due to the increased share of variable renewable resources. Increased demand flexibility can allow less use of peaking power plants and avoid need for additional capacity. Industrial flexibility could be especially interesting in this regard, as industrial customers are larger on average than other customers and have typically provided the largest share of demand response in the United States. We consider industrial demand, studying characteristics of flexible industrial loads. We then examine the dynamics of change occurring around industrial load flexibility by focusing on two case studies: green ammonia and steel production via electric arc furnaces. Electric arc furnace steel production is an important component of current demand response programs, whereas green ammonia and green fuels offer new paradigms for flexibility. We analyze the structure and functions of the technological innovation systems of load flexibility in those two industries via interviews with twenty-two stakeholders. We conclude that in the United States these technological innovation systems are not well-functioning for industry in general or for steel, but do seem to be present for green ammonia. Additionally, explicit connections between scope two greenhouse gas emissions (those from purchased energy) and flexibility are lacking, and likewise industry stakeholders do not appear to make a connection between decarbonization and load flexibility, thus flexible demand is not viewed as a tool in industrial decarbonization.

Performance enhancement of metal hydride hydrogen compressors using a novel operating procedure

The H2 refueling infrastructure's capital and operating expenses are mostly driven by the cost of hydrogen compression. To effectively address this issue, thermally driven H2 compression using metal hydrides (MH) may be used. For industrial customers who have the required infrastructure, such as H2 pipelines, low-grade heat sources, etc., metal hydride hydrogen compressors (MHHC) are particularly promising. However, the H2 compression cycle time issue is brought on by the poor thermal conductivity of the MH's powder. In the present study, a novel MHHC operating procedure is examined numerically. This procedure offers two possible options: The first is referred to as a “Multiple-Cycle Simultaneous Procedure’ (MCSiP for short), as the MH beds' sensible cooling (or sensible heating) and hydrogen's absorption (or desorption) processes start simultaneously and the final pressure is reached after a number of sub-cycles of compression. The second one, dubbed the ”Multiple-Cycle Sequential Procedure“ (MCSeP for short), is similar to the MCSiP mode except that the MH beds' sensible cooling (or sensible heating) as well as the hydrogen's absorption (or desorption) start out sequentially. To evaluate the impact of this procedure on the compressor’s performance, a theoretical model was established and effectively validated by comparison with experimental results reported in the literature. The simulation findings show that the suggested procedure compresses more hydrogen mass at high pressure and is faster than the other operating methods. For instance, 140 NL H2 at a pressure of 110 bar can be obtained with a 70% reduction in compression time compared to the commonly used operating mode utilizing 1.0 kg of MmNi4.6Al0.4 as low pressure MH and 0.832 kg of Ti0.99Zr0.01V0.43Fe0.099Cr0.05Mn1.5 as high pressure MH and operating conditions of 20 bar supply pressure, 293 K absorption temperature, and 373 K desorption temperature.

An Investigation into the predictors of brand preference towards cement brands available on the South African Market: A Consumer’s Perspective

The present study examines the antecedents and outcomes of brand preference in the South African Cement Industry. Due to the unavailability of a sampling frame, non-probability sampling, a form of convenience sampling was adopted to determine suitable respondents. A self-administered questionnaire was utilised to obtain 260 valid responses from individuals identifying as customers of the South African cement industry. To analyse the data, descriptive statistics and hypotheses testing was conducted through SPSS28 and AMOS 28 respectively. The findings of the study revealed that perceived quality, brand image, price and the influence of others positively impact brand preference. Brand preference positively influences word-of-mouth and purchase intentions and packaging do not play significant roles as antecedents of brand preference in the cement industry. It is imperative to allocate most of the organisation’s resources towards increasing brand preference as it has the most impact on purchase intention. This study explored the choice of cement brand from a business-to-business point of view and from a retail to consumer point of view. This is first study to investigate brand preference in the South African Cement Industry.

Improving startup’s attractiveness as industrial customers by organizing theirpurchasing activities

Purpose This study aims to analyze how startups organize their purchasing activities to improve operative excellence and become attractive customers. Design/methodology/approach The authors use a two-phase exploratory approach with semistructured interviews and a World Café. In total, 20 startup purchasers and suppliers participated. It is an international study with participants from eight countries (Belgium, Brazil, France, Germany, Hungary, The Netherlands, the UK and the USA). Findings The authors find that startups organize the purchasing function in five ways: partial outsourcing, transactional-oriented, strategic only, outsourced purchasing and full department. Each type has advantages and disadvantages regarding operative excellence. The authors identify type-specific antecedents to operative excellence: forecasting, payment habits, ordering process, contact accessibility and quick decision-making. Research limitations/implications The value of this paper is that it offers entrepreneurs a framework to organize startup purchasing activities, including outsourcing options. Furthermore, it provides theoretical contributions that expand the topic of purchasing and supply organization and operative excellence to the startup context. Originality/value The value of this paper is that, to the best of the authors’ knowledge, it is the first to explore purchasing organization and operative excellence in startups.

Racial-Genomic Interest Convergence and the Geneticization of Black Families

ABSTRACT This study expands our understanding of how commercialized genomics shape communication about Black individuals and Black families. Using critical race theory (CRT), I explicate how genetic ancestry tests (GATs) are rooted in whiteness and seek to overdetermine Blackness. Focus group interviews, individual interviews, and media analysis reveal the converging interests of the GAT industry and Black GAT customers. I argue that our contemporary landscape is marked by racial-genomic interest convergence, which characterizes the codependency of Black customers and the GAT industry in ways that (re)construct Black families. I conclude by discussing implications for the industry and Black families.

Market Analysis for “Naga Minerals “ and It Competitions Over National and Regional Brands

This market analysis aims to investigate the competitive landscape of “Naga Minerals” and its position against national and regional brands in the market. The study encompasses a comprehensive examination of the mineral industry, focusing on the company’s products, market share, and key competitors. By conducting an in-depth analysis, this research seeks to provide valuable insights into the market dynamics, customer preferences, and strategies employed by “Naga Minerals” and its competitors. The analysis begins by delving into the mineral industry’s overview, including market size, growth potential, and key drivers shaping the sector. It then narrows down to explore the specific product portfolio of “Naga Minerals,” emphasizing its unique selling propositions and target market segments. Through a thorough examination of industry data, customer feedback, and market trends, the study assesses the company’s market position and competitiveness.

Explaining the visual attention model in impulsive purchase behavior of tourism industry customers by theme analysis method

PurposeThis study aims to explain the model of impulsive purchase behavior in the Islamic Republic of Iran’s tourism industry.Design/methodology/approachThis study uses the inductive–deductive approach for data collection. Field (interviews) and library (articles, books and theses) methods have been used for data collection. After determining the research variables, content analysis units (theme, category and markers) are specified. Academic experts and professionals in the subject area helped during the model design stage.FindingsThe results reveal 14 visual attention variables which are classified into four categories: attractiveness in the market, emotional reactions, improving the shopping style of tourists and visual advertising.Research limitations/implicationsThis study focuses only on Iran. There is scope to expand the discussion with more interviews. The impact of the COVID-19 pandemic on tourism presented some unique challenges in participant recruitment. Future studies could focus on other Middle Eastern countries or other international areas. Moreover, future researchers could analyze other variables affecting impulsive purchase.Originality/valueNo other studies on tourism industry marketing have recognized the effective variables in impulsive purchase. To fill this gap, this paper explains the visual attention model in tourists’ impulsive purchase behavior.

Dynamic Regression Prediction Models for Customer Specific Electricity Consumption

We have developed a conventional benchmark model for the prediction of two days of electricity consumption for industrial and institutional customers of an electricity provider. This task of predicting 96 values of 15 min of electricity consumption per day in one shot is successfully dealt with by a dynamic regression model that uses the Seasonal and Trend decomposition method (STL) for the estimation of the trend and the seasonal components based on (approximately) three years of real data. With the help of suitable R packages, our concept can also be applied to comparable problems in electricity consumption prediction.

Siegfried at 150

The Swiss pharmaceutical services firm Siegfried recently announced the acquisition of DiNAMIQS, a maker of viral vectors for cell and gene therapy, and it plans to build a commercial-scale manufacturing facility at DiNAMIQS’s site in Schlieren, Switzerland, scheduled to open in 2025. Siegfried’s “mid double-digit million Swiss Francs” purchase of 95% of DiNAMIQS, as the deal is described in a press release, is modest compared with acquisitions in cell and gene therapy by larger services firms, such as Thermo Fisher Scientific and WuXi AppTec . But the biologics function adds a fundamentally new facet to Siegfried, which has grown rapidly over the past 15 years in its effort to provide drug industry customers with services for both active pharmaceutical ingredients (APIs), known as drug substance, and finished drugs, known as drug product. The deal also suggests a continuing transformation at the once-family-owned company, which announced the deal on the eve