Personalized Customer Service Research Articles

A Study on Consumer Satisfaction Regarding Online Vs Offline Shopping of Clothes Among Genzs in Ahemdabad City

This study investigates consumer satisfaction regarding online versus offline shopping for clothes among Generation Z in Ahmedabad, aiming to understand their preferences, behaviors, and concerns. Using a survey-based approach, the research analyzes key factors influencing their shopping experiences, such as trust, convenience, security, product quality, variety, fit, and customer service. The findings reveal that while Generation Z appreciates the convenience, discounts, and variety offered by online shopping, they still express concerns about security and confidence in product quality and fit. Offline shopping, on the other hand, is preferred for its reliability in assessing product quality, fit, and personalized customer service. The study also highlights the hybrid nature of Generation Z's shopping behavior, with many consumers using both online and offline channels based on the advantages each provides. These insights suggest that retailers should adopt an omnichannel approach, integrating online and offline experiences to enhance customer satisfaction. The practical implications for retailers include improving online security, navigation, and return processes, while maintaining high-quality in-store experiences. Recommendations for future research include expanding the study to other regions, investigating the role of emerging technologies, and exploring the impact of sustainability and ethics on shopping preferences

The Role of Machine Learning in Enhancing Corporate Financial Planning

Aim: To examine the role of machine learning in enhancing corporate financial planning. Problem Statement: In the past, corporate financial planning relied on statistical models and expert judgment which are often constrained by predefined assumptions and historical data. By so doing, they usually struggled to handle the non-linear and dynamic nature of financial markets causing limitations in their responsiveness and predictive power. Significance of Study: There is need to incorporate machine learning in corporate financial planning to provide a transformative technique via the introduction of advanced algorithms which are capable of analyzing diverse and vast datasets to uncover sophisticated relationships and patterns. Methodology: Recent relevant published articles in the area of machine learning in enhancing corporate financial planning were consulted. Relevant articles were sourced from the internet using the Google search engine. The abstract of the consulted published articles were thoroughly examined to study their relevance to the subject matter. Discussion: This review article examines the role of machine learning in enhancing corporate financial planning. It was found that machine learning techniques have crucial roles to play in the context of corporate financial planning via decision-making improvement, risk management, operational efficiency enhancement, fraud detection and enabling personalized experiences. Also, Machine Learning technologies have a wide variety of uses in corporate financial planning which enable banks and insurance companies in delivering tailored experiences that give their customers some preferences. Common identified machine learning approaches in corporate financial planning include predictive analytics, natural language processing, computer vision, reinforcement learning and anomaly detection approaches. Major areas of machine learning application include dynamic pricing and offers; regulatory compliance; personalized customer service; predictive analytics for customer retention; personalized product recommendations and so on. Furthermore, the implementation of Machine Learning (ML) in corporate financial planning and financial services industry provides many chances for enhancing customer experiences, improving efficiency and driving innovation. However, ML poses numerous challenges which should be addressed to attain the complete potential of these technologies. Conclusion: As technology continues to advance, financial institutions will need to route the challenges of bias mitigation, transparency and regulatory compliance while the ML full potential is equally leveraged. Also, machine learning has the potential to transform corporate financial planning via the provision of more adaptive, accurate and real-time insights.

Comparative Analysis of Agritourism Service Quality for Domestic and Foreign Tourists in Kerala: A SERVQUAL Approach

Aims: The article aimed to measure the quality of services offered at the agritourism centre to ensure the operational effectiveness of centres as well as the tourist satisfaction. The study uses the SERVQUAL model, which assesses dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, to identify the strengths and weaknesses in service delivery in Kerala's agritourism sector. Understanding these differences is critical for tailoring experiences to meet the diverse expectations of both domestic and foreign visitors [1]. Objective: Analyse the Service Quality for Domestic and Foreign Tourists at Agritourism centres. Methodology: Primary survey was conducted among 150 domestic tourists and 150 foreign tourists who visited agritourism centres in Kerala using pre tested structured questionnaire. Results: The service quality analysis shows the highest satisfaction level of domestic tourists and lowest satisfaction level of foreign tourists towards the overall services provided at the agritourism center. The analysis revealed a lack of efficient signage boards, lack of trained guides and lack of accessibility features for disabled individuals at the agritourism destinations. Aside from these areas, the services demonstrated a higher level of performance. Neglecting these aspects will results in various negative outcomes, affecting tourists’ satisfaction and overall efficiency. Signage boards at agritourism destinations offer essential directions, enhance the overall visitor experience, and ensure both safety and accessibility. By focusing in clear, informative, and thoughtfully designed signs, agritourism destinations can boost visitor satisfaction, enhance their operations, and achieve success in a competitive market. The presence of trained guides will also enhance the tourists experience by ensuring safety, delivering valuable educational content, boost operational efficiency, provide personalized customer service, and support cultural and community engagement. Investing in well-trained guides enables agritourism destinations to improve the quality of their services, create memorable and rewarding experiences for visitors. Prioritizing the disability-friendly practices will play a key role in shaping a welcoming, inclusive, and successful industry that serves all individuals equitably. Conclusion: The study identified the quality gaps that experienced by the tourists at agritourism centres. Upholding high service quality in agritourism destinations is crucial for ensuring visitor satisfaction, gaining a competitive advantage, managing reputation, and maximizing both economic and community benefits [2]. Ultimately, high service quality will become the key driver of growth and prosperity for agritourism destinations.

Contribution Of Instagram And Youtube On The Growth Of Small Business

Social media has profoundly transformed the landscape for small businesses in a dynamic manner, offering both significant challenges and opportunities. This service facilitates direct engagement with customers, fostering community and brand loyalty and personalized customer service that can significantly enhance a business’s reputation and customer retention. However, the rapid pace and ever-changing nature of social media also presents various challenges. Small businesses must continuously adapt to new trends, algorithms and platforms, which can be resource incentive. Additionally, the risk of misinformation and the spread of false information can pose significant threats. Small businesses must be vigilant in maintaining their online reputation, promptly addressing any issues or negative feedback. A proactive approach by leveraging the opportunities and mitigating the challenges, small businesses can harness the full potential of social media to drive success and sustainability in today’s digital age. Overall, while social media offers unparalleled opportunities for growth and engagement, it requires a strategic and wellmanaged approach to navigate its complexities and maximize its benefits for small businesses. Research Question: "How do small businesses leverage social media platforms to enhance customer engagement and drive sales, and what are the key challenges they face in sustaining this digital presence?" This question seeks to explore the dual facets of social media’s impact – its potential to significantly boost customer interaction and revenue, the hurdles that small businesses must overcome to maintain an effective and engaging social media strategy. Through this paper, the research aims to provide a comprehensive understanding of dynamic relationship between small businesses and social media, offering valuable insights for business owners and marketers alike

COMPARATIVE ANALYSIS OF SERVICE QUALITY IN PUBLIC SECTOR BANKS AND INDIA POST’S FINANCIAL SERVICES USING SERVQUAL MODEL

Financial services which often involve sensitive transaction such as savings, insurance, loans and investments need to be high in service quality to build trust and credibility among customer. In financial transactions customers need to feel secure that their investments are managed with care and expertise. Service quality of financial services plays a fundamental role to the functioning of modern economies. The present study compares the service quality of Public Banks and India Post Office Financial Services using the SERVQUAL model which assesses five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. The present study employs a cross-sectional survey approach with data collected from 200 respondents through a structured questionnaire. The findings of the study reveal significant differences in service quality perceptions between the public banks and India Post’s financial services. Public Banks are perceived to offer better tangibles and higher levels of empathy compared to India Post which indicates superior physical facilities and more personalized customer services by public banks. However no significant difference in reliability, responsiveness and assurance between the two service providers is found. The study finds a significant positive relationship between service quality dimensions and overall customer satisfaction which highlights the importance of tangibles and empathy dimension in enhancing customer satisfaction. The research intends to shed light on the differences in service quality of public banks and India post. The recommendations based on the study result will help both the service providers to understand customer priorities and enhance their satisfaction.

A Study on the Role of Digital Transformation in Enhancing Bank Performance

This study investigates the role of digital transformation in enhancing the performance of banks, focusing on how technological advancements have reshaped the banking sector. The research explores various dimensions of digital transformation, including the adoption of digital banking platforms, artificial intelligence (AI), blockchain technology, and big data analytics. By analyzing secondary data from financial reports, industry studies, and case studies of banks that have undergone digital transformation, the study aims to assess the impact of these technologies on operational efficiency, customer experience, and financial performance. Key performance indicators such as cost- to-income ratios, transaction processing times, customer satisfaction levels, and risk management effectiveness are evaluated to understand the overall benefits of digital transformation. The findings reveal that digital transformation significantly enhances bank performance by improving operational efficiency, increasing customer engagement, and driving revenue growth. Specifically, the adoption of digital platforms has streamlined processes, reduced costs, and improved the accuracy of transactions. AI and machine learning have enabled more personalized customer service and effective risk management, while blockchain technology has enhanced transaction security and transparency. The research concludes with recommendations for banks to optimize their digital strategies and overcome these challenges, and suggests areas for further research to explore emerging trends and technologies in the banking sector. Keywords: Digital Transformation, Bank Performance, Financial Technology (Fintech) Artificial Intelligence (AI), Financial Performance Metrics, Technology Adoption

Risks and Opportunities Brought by Artificial Intelligence Empowering the Financial Industry

Intelligent risk management and trade optimization play pivotal roles in the realm of investment banking. Leveraging AI's capabilities, institutions harness vast datasets and machine learning algorithms to detect potential risks and fine-tune trading strategies. This results in more accurate decision-making processes and better risk mitigation measures. Furthermore, AI enables personalized customer service and precise market forecasting, elevating client satisfaction levels and enabling the anticipation of market trends with greater precision. Tailored services foster stronger client relationships, driving long-term partnerships and loyalty. In addition to enhancing operational efficiency and client satisfaction, AI drives innovation and development within investment banking. This includes the introduction of intelligent advisory services and the implementation of digital perception systems, revolutionizing traditional banking practices. However, the integration of AI also presents challenges such as data privacy concerns, regulatory compliance issues, the need for talent cultivation, and organizational transformation. Looking ahead, the future of investment banking is expected to witness increased AI adoption, leading to higher levels of intelligence, more sophisticated learning techniques, and collaborative innovation across the industry. This trajectory promises to reshape the landscape of investment banking, creating new opportunities for growth and advancement.

Research on the Impact of Social Media on Luxury Consumer Behavior

A luxury brand needs to decide based on its own positioning whether to retail only on its official website to maintain brand tonality, or to sell some or all of its products on aggregated platforms like Farfetch. We can analyze this from the perspective of "Place" within the 4P framework. In the past, people generally believed that they would not purchase expensive items online, preferring instead to enjoy personalized customer service and tactile shopping experiences in physical stores. However, this perception has shifted in recent years. While e-commerce only accounts for 4% of luxury sales, it represents just one aspect of digital opportunities. This paper depicted that brands need to weigh the pros and cons based on their own positioning, target consumers, and market strategies to choose the most suitable sales channel. Whether retailing only on the official website or selling on aggregated platforms, brands must ensure a quality shopping experience while maintaining their uniqueness and tonality.

Digital Banking Transformation AI Enhances Efficiency And Customer Experience Seminar Perspective Industry

This study examines the transformative impact of artificial intelligence (AI) on operational efficiency in the Indonesian banking sector. It investigates how AI technologies enhance responsiveness to customer inquiries, streamline service processes, and improve overall customer satisfaction. Using a qualitative approach, the research integrates literature reviews, in-depth interviews, and case studies to comprehensively analyze AI adoption and its implications. The findings demonstrate that AI implementation not only boosts operational efficiency but also facilitates personalized customer service through advanced data analytics and AI-driven automation. The study emphasizes the importance of transparent AI algorithms and robust data protection measures to address ethical considerations and ensure adherence to Sharia principles. Insights from leading banks such as Bank Mandiri and Bank BRI highlight substantial reductions in operational costs and enhanced service capabilities following AI integration. This research contributes to a deeper understanding of AI's role in shaping contemporary banking services and provides strategic recommendations for optimizing AI applications in Indonesian banks.

Book’s Haven

Background: In the contemporary book retail industry, traditional bookstores face significant challenges due to the rise of digital media and online shopping. Book's Haven, a prominent independent bookstore, has managed to defy these trends by creating a unique and sustainable business model that emphasizes community engagement, personalized customer service, and a curated selection of books and literary events. Scope: This research paper delves into the strategies employed by Book's Haven to remain competitive and relevant in an increasingly digital market. The study examines the store's approach to blending physical and digital experiences, its efforts to foster a loyal customer base through community-oriented events, and its innovative use of social media and online platforms to enhance visibility and customer interaction. Additionally, the paper explores how Book's Haven collaborates with local authors, artists, and educators to enrich the cultural fabric of the community. Through a comprehensive analysis of these elements, the paper aims to provide insights into best practices for independent bookstores striving to thrive amidst the challenges of the digital age.

An Investigation into the Influence of E-commerce Platforms on Local Retailers: A Case Study of Kollam District

The impact of the Internet and e-commerce on traditional retailing has been a topic of extensive debate, with divergent views ranging from apocalyptic predictions of the demise of physical retail to assertions of minimal impact on traditional retailing. Despite the exaggerated hype, occasional high-profile failures, and the multitude of conflicting perspectives, e-commerce processes offer the potential for a profound reevaluation of retail operations and retailer behavior. Indeed, the advent of e-commerce necessitates a reassessment of existing retail practices and cost structures in response to the influx of new technologies and evolving retail structures. While the e-commerce market continues to expand rapidly, it is important to note that this growth does not necessarily translate to a significant decline in the traditional retail market. Shopping malls are not shuttering at an alarming rate, nor are the retail outlets of beloved brands disappearing due to online competition. However, there is undeniably a paradigm shift underway, with consumers increasingly turning to online platforms for their shopping needs. This shift presents a unique challenge for private sector employers in the retail industry, who must navigate the changing landscape and adapt their strategies to remain competitive. While online shopping offers unparalleled convenience and accessibility, traditional retailers must leverage their strengths in areas such as personalized customer service, immersive shopping experiences, and community engagement to differentiate themselves in an increasingly crowded marketplace. As e-commerce continues to reshape the retail landscape, it is imperative for retailers to embrace innovation, invest in digital capabilities, and explore new business models to thrive in this evolving environment. By understanding and harnessing the potential of e-commerce technologies, retailers can not only survive but also thrive in the dynamic and interconnected world of modern retailing.

Examining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies

Nowadays, e-commerce is ubiquitous across various industries, encompassing the marketing of numerous products and services, including tourism services. Global travel agencies have embraced the provision of personalized customer service online. In this context, the aim of the study is to examine the effect of e-service quality and brand image for online travel agencies (OTA) on e-trust, e-satisfaction and e-loyalty. Data were collected through an online survey method from a sample of 1176 respondents. The collected data were analyzed employing confirmatory factor analysis and path analysis using the AMOS program. The findings of the conducted analyses unveiled that e-service quality exhibited a negative impact on e-trust, e-satisfaction, and e-loyalty for online travel agencies, whereas the brand image exerted a positive influence on e-trust, e-satisfaction, and e-loyalty. Consequently, it can be inferred that customer services delivered via electronic platforms should be prominently positioned in the travel market, with particular emphasis on brand image.

Implementation of Artificial Intelligence for Financial Process Innovation of Commercial Banks

Purpose: The purpose of this study is to investigate and illuminate the transformative potential of artificial intelligence (AI) in the context of enhancing financial services within Jordanian commercial banks, with a specific focus on credit risk management. By researching into the applications of AI within this sector, the study aims to provide insights into how AI technologies can reshape traditional banking practices and improve the overall efficiency and effectiveness of credit risk management processes.
 
 Theoretical framework: The study is grounded in the theoretical framework of technological innovation and strategic management. It draws from the literature on AI adoption in the financial industry and its implications for operational efficiency, risk assessment, and customer experience. Additionally, the study incorporates concepts related to data analysis, machine learning, and predictive modeling as key components of AI-driven transformation within the banking sector.
 
 Method/design/approach: To achieve the research objectives, a systematic research design is employed, utilizing survey methods as the primary data collection tool. A sample of 143 employees from major banks located in Amman, Jordan, is selected for participation. The survey encompasses questions designed to gather information about the current state of AI integration, challenges faced, and potential benefits within credit risk management and other financial services. This quantitative approach allows for the collection of structured data that can be statistically analyzed to uncover trends and patterns.
 
 Results and conclusion: The findings of the study highlight the substantial potential of AI integration in revolutionizing the operations of Jordanian commercial banks. AI technologies enable more accurate credit assessment, precise analysis of market risks, enhanced financial forecasting capabilities, robust validation of risk models, and advanced evaluation of creditworthiness. Furthermore, the study reveals that AI offers the opportunity for personalized customer service solutions, thereby improving the user experience and guiding customers toward suitable financial services. In conclusion, the study underscores the positive impact of leveraging AI-driven innovation on financial performance and profitability within Jordan's banking sector.
 
 Research implications: This study has implications for academia and the banking industry, contributing to knowledge about AI's strategic use in financial innovation and its application in Jordanian commercial banks for credit risk management and customer service enhancement.
 
 Originality/value: This research stands out by focusing on Jordanian banks' AI adoption, providing distinct insights into challenges and opportunities in a specific context. Its value lies in guiding banks to effectively integrate AI, enhancing credit risk management and financial services for improved performance and innovation.

Understanding the Influence of Consumer Demographics and Factors Driving Online and Offline Shopping: Implications for Businesses and Policymakers in Antique

This study explores the influence of consumer demographics on preferences for online and offline shopping in the province of Antique. With the rapid growth of e-commerce and the changing retail landscape, understanding the factors that drive consumer decisions is crucial for businesses and policymakers. A quantitative research design was employed, and data was collected through an online questionnaire distributed to consumers in Antique. The results indicate that there is no significant relationship between demographic characteristics (gender, age, educational attainment, marital status, and occupation) and the preference for online or offline shopping. However, convenience, access to customer reviews, competitive prices, and the ability to compare items were identified as key factors driving online shopping preferences. On the other hand, the sensory experience, immediate product availability, personalized customer service, and the avoidance of shipping fees and delays were significant factors for offline shopping preferences. Businesses in Antique should focus on establishing a strong online presence, optimizing websites, and providing competitive pricing. They should also enhance the offline shopping experience and adopt an omnichannel strategy. Policymakers can support businesses by promoting e-commerce development and facilitating digital literacy programs. By aligning their strategies with these findings, businesses and policymakers can effectively cater to consumer preferences and drive growth in the province of Antique.

Individual Micro-Entrepreneur of Snacks and Portions in Brazil: Post-Pandemic Implications and Threats of the New Coronavirus (SARS-CoV-2: COVID-19)

The individual micro-entrepreneurs constitute a relevant portion of small businesses in Brazil, and despite its relevance, little information was found about the behavior of this sector in the recovery of the economy. Thus, in order to support a better understanding of the current scenario a descriptive exploratory research was carried out with 25 micro-entrepreneurs between June and September 2022. The study revealed that the average age of the interviewees was 41 years old, with the monthly net income obtained between USD 800 and USD R$ 1799. The total of all respondents reported that their ways of life and their businesses were affected during the pandemic, and in the recovery of the economy, they reported in their perceptions that the main implications resulting from that period were the high workload dedicated to work activities, the financial instability of sales , personal stress with the post-pandemic crisis and the lack of skilled labor. With regard to the future, and on the prospects for commercial growth, the majority of the respondents (n=88%) attested that despite being affected by the pandemic, they managed to implement actions to recover revenue, with the personalized customer service, quality of product offered, the variety of food offered and the speed in customer service being the main factors that have facilitated the recovery process after the pandemic.

Effects of Live Streaming Commerce on Returns and Measures for Return Avoidance from a Customer’s Perspective

While live streaming commerce enriches product presentation and expands the scope for interaction compared to traditional online shopping, this retailing approach often leads to spontaneous purchases. Hence, the hurdle for returns is comparatively low, and this is particularly the case with fashion items. We have identified eleven measures to avoid returns from the literature and an evaluation of fifty-seven experienced users. A sample of 509 Chinese participants was analysed, and their influence on customer satisfaction was evaluated using the Kano model. Truthful product description, detailed product information, live interaction, and personal customer service during the post-live streaming stage are viewed as valid performance measures, and the absence of a detailed description of the shipping and delivery times and return policy is a basic source of dissatisfaction. Our recommendations to platforms and streamers include presenting detailed product information during live streaming, refraining from deceptive advertising, and providing sufficient staff for after-sales service.

Meescan

Based in Maple Ridge, British Columbia, Meescan is a Canadian company that offers flexible, user-friendly self-checkout solutions for various institution types, including academic, hospital, and special libraries. Following the purchase of equipment, Meescan offers flexible pricing based on patronage. Partner libraries benefit from continuous and personalized customer service support, and patrons are able to easily navigate the self-checkout software at on-site kiosks or through the mobile app. With many customizable options, from kiosk design to system configuration, Meescan can be adapted to fit the specific needs of libraries of all kinds and sizes.

To Stay True or Take the Mass Market Route?

Singapore has won many accolades as a Meetings, Incentives, Conferences and Exhibitions (MICE) destination for 17 years in the Asia Pacific, with the industry having a projected market value of USD5,214.0 by end 2027, with a CAGR of 8.4% (PRNewswire, 2020). Eyeing this huge growth potential, Greg founded TAB Group Pte Ltd in 2019, serving the corporate and private events market. Greg wanted to create memorable experiences and connect people by curating unique events with selected vendors, making the entire event planning process seamless and transparent for customers via TAB’s online platform solution while providing excellent and personalized customer service. Response was good and TAB was ready to scale up. Then Covid-19 struck in December 2019. This global pandemic spared no economy, with many countries currently experiencing multiple waves of resurgence, prompting governments to declare lockdowns and suspensions of green lane travel arrangements. While pivoting to curating virtual experiences afforded TAB the opportunity to diversify its offerings and continue to be relevant in the new normal, ongoing restrictions and limitations placed on gatherings and group sizes by the local government inhibited TAB from taking off in the scale that it had projected. Considering the economic downturn, businesses locally and internationally, were experiencing reduced budgets on corporate events and client entertaining. With TAB’s target corporate customer segment not buying events at the same pace pre-Covid, Greg was faced with two options. The first option was to rebrand his product and market to consumers and special events. Greg would be faced with fierce competition from bigger players that already offer existing solutions and dominate this segment while potentially losing his core segment of corporate customers that demand his unique solution. The second option was to remain committed to TAB’s core vision and mission of offering TAB’s solution to a niche market. This could potentially result in prolonged limited growth in the short term. However, it would also enable TAB to build a strong base of suppliers and partners to be ready to expand when borders reopen and travel resumes.

Quantum Computing in High Frequency Trading and Fraud Detection

Quantum Computing in high-frequency trading and fraud detection is an analysis of quantum computing and how it can be used by the different industries especially finance. It is an evolution of computing from the traditional computing method. Quantum computing is a process that is concentrated on creating systems and technology based on quantum theory rules. Quantum theory describes the energy on atomic and subatomic levels. Quantum computing uses quantum bits (qubits) which are more advanced than the traditional bits used by traditional computers. This article focuses on deploying quantum computers in solving problems that cannot be efficiently solved using traditional computers. In the finance sector, such as banking, insurance, and high-frequency trading, quantum computers can help optimize service by providing targeting and predictive analytics to reduce risk, provide personalized customer service, and provide the needed security framework against fraud.

Influence of Non-Price Factors of banks’ Activities on their Financial Results

The subject of the research is the customer motivation towards certain banks regardless of the pricing policy. The aim of this study is to determine the significance of non-price factors for attracting customers by banks and its influence on banks’ revenues and profit. The theoretical and methodological basis of the study included the scientific works of foreign scientists on the influence of non-price factors on customer loyalty in banking.The author used methods of qualitative and quantitative analysis of scientific publications, regulatory and legal sources, retrospective statistical data, and analytics of well-known consulting firms. The results of the study suggest areas for improvement for commercial banks in terms of the quality of values (non-price) offered to customers and approaches to understanding customer loyalty. The author concludes that despite the importance of banking services cost reduction and thus intensifying competition, a constant focus on cutting prices, which are relatively the same for all banks in terms of product range and basic conditions, does not necessarily contribute to expanded market share and profitability of financial institutions, while a comprehensive understanding of customer needs, timely and relevant offers, a personalized customer service, as well as a bank’s shifting focus from a product to a customer problem-solving approach will help banks to attract customers, improve their loyalty, increase service sales and expand the product range, ultimately, spurring growth and better economics for banks.