Permanent Customer Research Articles

PELATIHAN PENYUSUNAN LAPORAN KEUANGAN PADA BISNIS PERCETAKAN

The printing business is growing along with the online printing business. The trend of online printing is increasing. The presence of online printing makes it easier for customers to print the documents they need without having to queue and wait. Nibun Printing is a printing services business that has been established since 2009 with the permanent customer of Nibun Printing being PDAM Tirtanadi Delitua Branch in terms of making fines and Tirtanadi logos at various events. The Partner's problem is that they don't understand the meaning of income and expenses, the Partner doesn't have a Financial Report. Nibun Printing does not prepare financial reports so it does not know the amount of income and costs for each period. Implementation of service activities is carried out by visiting partners to identify needs and provide training and assistance in preparing financial reports. Training activities are carried out by giving lectures and discussions first to explain the importance of financial reports in the printing business. Then it is continued with assistance and training in preparing financial reports. Through this activity Partners can understand the meaning of income and expenses in preparing Financial Reports. By providing training and assistance to Nibun Printing to be able to prepare financial reports in accordance with accounting standards, it can help partners to facilitate the preparation of financial reports in accordance with accounting standards. The prepared financial reports can be used to assist in obtaining external sources of funds so that this printing press continues to develop and able to expand his business.

Analysis of the Customer Churn Prediction Project in the Hotel Industry Based on Text Mining and the Random Forest Algorithm

The ability of hotels to differentiate themselves from competitors and continue to operate profitably depends on their ability to retain their customers by building long-term and permanent customer relationships. Technological developments in recent years have made it possible for companies to predict their customers’ behavior by accessing their opinions faster and preventing them from churning. Managing customer churn prediction projects has become an important issue today, especially in the hotel industry. Therefore, this research seeks to analyze projects that predict the churn of hotel customers to provide a model to help hotel managers in this field. In this research, an approach based on text mining on customers’ comments in the Persian language is presented, which uses the random forest algorithm for classification that was considered the most effective method to solve this problem. In this model, to increase the efficiency of the proposed method in compare with existing works, the gravitational search algorithm was used to select the useful features, and the differential evolution algorithm was used to adjust the parameters of the classification method. The dataset of this research is the collected data from the customer database on social networks and hotels’ websites, especially the hotels on Kish Island in Iran. The results of this research showed that after the implementation of the preprocessing operations, the method of adjusting the parameters and removing the unimportant features, the model’s accuracy increased significantly. The precision, recall, F1, and accuracy criteria were 0.77, 0.76, 0.76, and 0.77, respectively.

Public Perceptions About Pawning Gold at Sharia Pawnshops (Study of Sharia Pawnshops, Setia Budi Branch Medan)

The title of this the public perception about pawning gold of pegadaian syariah. The purpose of the research is to determine the extent to which understanding of the public about process of pawning gold to give by Pegadaian Syariah. The date used in this research are primary data and secondary data. The collecting of the primary data is done by giving the questionnaire to the customer of Pegadaian Syariah. While the secondary data are obtained from Pegadaian Syariah, books, literature, internet and others. The analysis method that used in this research is descriptive analysis using SPSS 16,0 version. The result of this research understanding customer’s or community about pawning gold is various. No one understand anyone not understands. But my observation, that has become a permanent customer’s of Pegadaian Syariah understanding about pawning gold to given and they have opinion about how to pawn gold of Pegadaian Syariah very easy and not many requirements.

ОСОБЛИВОСТІ УПРАВЛІННЯ ЛОЯЛЬНІСТЮ КЛІЄНТІВ НА ТОРГІВЕЛЬНИХ ПІДПРИЄМСТВАХ МАЛОГО БІЗНЕСУ

The article deals with the study of the formation of consumer loyalty of goods and services of small businesses and identify features of the management of this process. The essence of the definition of loyalty is determined, the peculiarities of consumer loyalty formation at small and micro business enterprises are analyzed, the degree of influence of the trade environment on the level of consumer loyalty is substantiated. Peculiarities of structuring small organizational forms are considered and the main factors that should ensure the formation of loyalty of customers (potential consumers) in the system organization of small trade enterprises are singled out. Trade enterprises occupy a special place in the consumer sector of the country’s economy and are characterized by a number of advantages and opportunities that help small businesses survive in difficult economic conditions. In particular, this business format is more flexible and easily adapts to changing business conditions. Along with this, small businesses are constantly looking for universal forms of consumer loyalty and pay considerable attention to this compared to large businesses. In particular, the influence of the trade environment on the formation of consumer loyalty with the determi- nation of the relevant weights is updated. The characteristic requirements put forward to small business enterprises by consum- ers of goods or services are conditioned. The subjective approach and its possibilities used in the formation of customer loyalty of small businesses are analyzed. Thus, the authors substantiate the methodological approach, according to which there are at least three groups of important factors that to some extent affect the formation of customer loyalty and consideration of which is mandatory for the formation of a permanent customer base. The authors provide recommendations for the effective operation of commercial enterprises based on a series of evaluation procedures using an expert approach, which will ultimately provide a stable customer base for the company and the foundation for effective marketing activities.

Підвищення ефективності сервісних підприємств за рахунок зацікавленості клієнтів автопослуг

The problems of functioning of the service enterprises, whose main point is the underutilization of production facilities due to the lack of customers, are identified. An increase in the utilization capacity of a service enterprise is associated with the need to select criteria for evaluating the enterprise's production activity. Special attention is paid to the principles of design and construction of the service enterprise, optimization of placement, estimation methods and indicators of production and technical base, feasibility study of the size and capacity of service enterprises, as well as planning issues. New approaches have been developed in the design of the production and technical base of automobile service, which are related to the certification of work posts, licensing, rational choice and placement of communication systems of modern service enterprises. The priorities of the service enterprise are to evaluate the degree of consumer satisfaction with the goods and services of the firm, to increase the commitment among clients. The importance of production factors of service enterprises is determined using a cause and effect diagram. It is established that the magnitude of the utilization factor of the car service production capacity depends on the factors: location of the service, closeness of competitors and their quantity, structure of demand for services with seasonal changes and level of service. A customer who has requested services for a service company more than 3 times is a permanent customer. A customer who has applied less than 3 times for the service, is in the category of new. Service companies, through a system of discounts, stimulate repeat customer appeal. The reserve of increasing the utilization capacity of a service enterprise from improving the quality of services in the i – production zone depends on the indicators of increasing the complexity of work from the introduction of additional services, the increase in the number of customers due to retention and involvement, the increase in the complexity of ordering regular customers compared to new regularities regular customers services compared to new ones. The scheme of technological process of service enterprise is made according to which the car is first directed to the site of acceptance for repair, and then to any of the production areas of the car service (areas of diagnosis, maintenance, repair and repair stations). The choice of low-quality service (work) of the surveyed production area (site) is carried out according to the normalized ranking of importance, taking about the specific weight of orders. The analysis of production activity of the service enterprise is carried out in which at different stages the dispatcher, the master - the receiver, the foreman, the engineer of engineering and technical service take part. The graphical interpretation of the services quality at the engine diagnostics department based on the generalized customer questionnaire data and data on the production activity of the station is given. To improve the quality of maintenance work on fuel systems is the technological equipment of the workplace in accordance with the typical requirements and bringing in the necessary technical condition of the main technological equipent.

Decision Support System for Selecting Doorprize Receipt Customers By Applying Promethee I Algorithm

Door prize is a prize given by Bank Mega Syariah for free through a lottery that has the category of a permanent customer. The permanent customer is a person who saves or saves his money in a mega Islamic bank and often deals regularly. This is what triggers Bank Mega Syariah to give awards to customers so that these customers will be more motivated to save at the Mega Syariah Bank. To determine the right decision in the selection of customers who deserve to get a door prize, then this research was conducted by applying the decision support system method with Promethee's Algorithm.Keywords: Decision Support System, Promethee I, and Doorprize.

DETERMINING THE AREA SIZES OF EACH PRODUCT CATEGORY IN A DEPARTMENT STORE USING MULTI-CRITERIA DECISION MAKING METHODOLOGIES

In a department store, customers have the opportunity to reach a wide range of consumer goods from different product categories within a single store area. Store layouts generally show the size and location of each department, any permanent structures, fixture locations, and customer traffic patterns. Determining the area sizes to be allocated to each product category and the layout of these areas in the department store is a strategic planning decision problem. The layout problem has been studied in the literature with different approaches where the sizes of the areas are known. The first purpose of this paper is to determine the area sizes of each product category.
 
 Customers decide to go to a department store for several reasons including the quality of products, services, location, etc. These reasons have been studied in the literature. However, “for which product categories do customers decide to go to a department store” is an open question. The second purpose of this paper is to find the frequency of product categories from the viewpoint of the customers. Therefore, our aim is to obtain the required results in a systematic way with multi-criteria decision making methodologies. For this purpose, we perform the Analytic Network Process (ANP) and the Analytic Hierarchy Process (AHP) from the viewpoints of department managers and customers, respectively.
 
 In the ANP model, several tangible and intangible criteria such as product costs, the demands of customers, sales history, overall inventory, floor space and relationship with suppliers are chosen, and the intersections between them are specified. Pairwise comparisons are made by department store managers. The ANP outcome is the weight of each product category, and these weights are considered the percentage of the area size within the store from the viewpoint of the department stores. In the AHP model, a simple model is constructed to define the customers’ preference for each product category. Pairwise comparisons between product categories are made by the customers. Therefore, the outcome of the AHP model is the weight of each product category, and this is the preference of each product category from the viewpoint of the customers. The outcomes show that these weights may be different. This is an expected situation since even if a product category is preferred by some as the driver to visit a department store, the footprint of that category in the actual store may be small. The outcome from customers provides feedback to department store managers on which product category should be diversified as well as the area sizes of those categories.

Use of information technologies in the marketing of a hotel enterprise

This article analyzes the development of the hotel industry as one of the most promising and rapidly developing tourism industries. The main trends in the development of the hotel services market have been studied. It is concluded that marketing is important not only for creating tools to promote basic and additional hotel services, but also in developing activities that would contribute to creating a permanent customer base, as well as increasing the demand for hotel business services in a highly competitive environment. It was noted that the hotel enterprise, which uses information technologies in marketing activities, is able to foresee the needs of tourists and offer them certain basic and additional hotel services that meet their needs and demands, thereby increasing the profitability of the hotel activity and allowing it to develop new segments of the hotel services market. It was concluded that the peculiarity of introducing information technologies in the marketing activities of hotel enterprises is their cost, as well as the fact that it is necessary to adapt to them not only the hotel, but also to conduct training for personnel to work with new information technologies. Were analyzed modern PMS (Property Management System), which play an important role in automatization marketing activities of hotel enterprises.

ВПЛИВ НА ПРИЙНЯТТЯ РІШЕНЬ СПОЖИВАЧІВ НА РИНКУ ТУРИСТИЧНИХ ПОСЛУГ ЗА ДОПОМОГОЮ ТЕХНОЛОГІЙ НЕЙРОМАРКЕТИНГУ

The constant renewal and growth of the number of tourism destinations and types of tourist services, changing consumer preferences, increasing competition in the market force us to turn to innovative marketing technologies, as traditional ones lose their effectiveness. Given the fact that tourists often choose a travel package with a unique set of services, as an important aspect of travel for people are emotions, impressions, and unique feelings, the study chose psychological methods, techniques, technologies, and tools of neuromarketing (neural marketing) to involve consumers in the market of tourist services by influencing their behavior. In particular, the article focuses on theoretical and applied aspects of the use of neuromarketing technologies to influence consumer decision-making in the travel services market through the impact on visual, auditory, olfactory, gustatory, and tactile sensory systems. It was found that marketers, in particular in the field of tourism, most often use visual and auditory methods of influence, but now is becoming increasingly popular aroma marketing and marketing of taste, which affects the sense of smell and taste buds. All these methods affect the associative memory of a person and this further helps to create a permanent customer base and attract new consumers. Attention is paid to highlighting the specifics of the influence of color or a certain combination of colors on the human subconscious. A set of tools and technologies of neuromarketing are used in tourism to attract attention, change the mood of the tourist, and evoke the right emotions, including such as illustrations, music, flavor, taste, the atmosphere of restaurants, tastings, and others. Based on the study of the peculiarities of the use of neuromarketing (sensory marketing) technologies in tourism, the authors identified several benefits that help attract new customers and encourage them to make purchases.

Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply chains

Purpose – The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains. Design/methodology/approach – A total 216 Greek manufacturing companies took part in a survey with the use of a dedicated questionnaire. They were asked to assess the LSQ of their primary supplier regarding a predefined set of criteria and sub-criteria. The data were analysed with the multi-criteria satisfaction analysis method, which represents an ordinal regression based approach used for customer satisfaction measurement. Findings – Weak points of the suppliers as well as dimensions that drive satisfaction were identified. Furthermore, the competitive advantages of the suppliers as well as their priorities for improvement were spotted. Research limitations/implications – The sampling framework, including only the manufacturing companies operating in a specific area of Greece, does not ensure the full generalisation of the results. A larger sample of manufacturing companies from all over Greece would be useful to obtain more reliable results and would enable the comparison of LSQ for different manufacturing sectors. Practical implications – The method used to assess LSQ of manufacturing companies can be installed as a permanent customer satisfaction barometer to measure, control and improve the LSQ provided to manufacturing companies as well as to other business sectors. Originality/value – This paper proposes a method to explore the relationships between LSQ and industrial customers’ satisfaction to prioritise strategic plans of companies in the supply chains.

Sojourn time distributions and time scale separation results for multiclass state-dependent processor sharing systems with a finite service pool and exponential service requirements

The paper addresses multiclass processor sharing systems with general state-dependent service rates, exponential service requirements and a finite service pool. By considering the amount of service received by a permanent customer and associating this service with the evolution of a Markov Reward process, the sojourn time distribution is formulated in terms of a matrix exponential expression. When the service rates are balanced, this expression can be diagonalized. Tail asymptotics are also discussed. The matrix exponential expression is subsequently exploited towards the study of time scale separation regimes. Unlike the standard practice of assuming a distinct time scale per class, the paper groups more realistically all customer classes in two time scales. Provably tight approximations, of a known, small degree of error, are developed for the sojourn time distribution of a given class (with either fast or slow dynamics), in terms of reduced models containing only the customer classes operating in the same time scale. The approximation for the fast classes gives rise to further characterization of the tail behavior. Additionally, the paper studies another, more specialized variant of the time scale separation regime, in which the service rates take a special form that leads to even simpler approximations. Finally, it is shown that the essence of the main results applies also to the more general setting of service requirement distributions with Markovian phase-type form.

Decomposing the queue length distribution of processor-sharing models into queue lengths of permanent customer queues

We obtain a decomposition result for the steady state queue length distribution in egalitarian processor-sharing (PS) models. In particular, for multi-class egalitarian PS queues, we show that the marginal queue length distribution for each class equals the queue length distribution of an equivalent single class PS model with a random number of permanent customers. Similarly, the mean sojourn time (conditioned on the initial service requirement) for each class can be obtained by conditioning on the number of permanent customers. The decomposition result implies linear relations between the marginal queue length probabilities, which also hold for other PS models such as the egalitarian PS models with state-dependent system capacity that only depends on the total number of customers in the system. Based on the exact decomposition result for egalitarian PS queues, we propose a similar decomposition for discriminatory processor-sharing (DPS) models, and numerically show that the approximation is accurate for moderate differences in service weights.

Analytic modeling of clustered RAID with mapping based on nearly random permutation

A Redundant Array of Independent Disks (RAID) of G disks provides protection against single disk failures by adding one parity block for each G-1 data blocks. In a clustered RAID, the G data/parity blocks are distributed over a cluster of C disks (C>G), thus reducing the additional load on each disk due to a single disk failure. However, most methods proposed for implementing such a mapping do not work for general C and G values. In this paper, we describe a fast mapping algorithm based on almost-random permutations. An analytical model is constructed, based on the queue with a permanent customer, to predict recovery time and read/write performance. The accuracy of the results derived from this model is validated by comparing with simulations. Our analysis shows that clustered RAID is significantly more tolerant of disk failure than the basic RAID scheme. Both recovery time and performance degradation during recovery are substantially reduced in clustered RAID; moreover, these gains can be achieved using fairly small C/G ratios.

Stochastic bounds for a polling system

In this note we consider two queueing systems: a symmetric polling system with gated service at all N queues and with switchover times, and a single-server singlequeue model with one arrival stream of ordinary customers and N additional permanently present customers. It is assumed that the combined arrival process at the queues of the polling system coincides with the arrival process of the ordinary customers in the single-queue model, and that the service time and switchover time distributions of the polling model coincide with the service time distributions of the ordinary and permanent customers, respectively, in the single-queue model. A complete equivalence between both models is accomplished by the following queue insertion of arriving customers. In the single-queue model, an arriving ordinary customer occupies with probability Pi a position at the end of the queue section behind the ith permanent customer, i = I,..., N. In the cyclic polling model, an arriving customer with probability Pi joins the end of the ith queue to be visited by the server, measured from its present position. For the single-queue model we prove that, if two queue insertion distributions {Pi, i = 1 ..... N} and {qi, i = 1 ..... N} are stochastically ordered, then also the workload and queue length distributions in the corresponding two single-queue versions are stochastically ordered. This immediately leads to equivalent stochastic orderings in polling models. Finally, the single-queue model with Poisson arrivals and Pl = 1 is studied in detail.

The vehicle scheduling problem with intermittent customer demands

The vehicle scheduling problem (VSP) is a problem of interest to many researchers and practitioners. The general VSP is concerned with minimizing the total distance associated with a fixed set of vehicle routes by determining which vehicles will satisfy the demands at various customer locations. The design of most general distribution systems usually involves the assignment of permanent customer routes even though customer demand patterns are often stochastic in nature. The traditional routing designs implicitly assume that each customer will be visited each period for each route. In reality, a certain number of customers may not require a delivery for a particular period. In this research, we consider three alternative approaches for modelling the VSP with uncertain customer demands. Our solution methodology is a simple but practical heuristic which captures the best of all three approaches in order to handle the dynamic nature of vehicle scheduling under uncertain demand. An experimental design was also implemented to show the sensitivity of the proposed solution methodology to various realistic scheduling situations.

To bid or not to bid

This paper discusses the importance of permanent customer relations for firms in an environment where bidding takes place. The analysis is first directed toward the bidding resources per order with special reference to the differences in order rate between permanent and non-permanent customers. The importance for bidding firms to keep close track of order rates for different customer groups is stressed here. In the succeeding analysis the bidding on requests from non-permanent customers is treated as investments in future orders. Here we note the dilemma of firms with low or zero profit margins, which are likely to bid on too many bids, thus incurring higher bidding costs than their more profitable competitors.