Customer Service Quality Research Articles

Perceptions and challenges of blockchain adoption in tourism industry: a study on trust, privacy and security

Purpose This study aims to investigate the perceptions of service providers in the travel and hospitality industry toward the adoption of blockchain technology (BCT), focusing on its impact on consumer experiences and expectations, especially in terms of trustworthiness and the management of privacy and security concerns. Design/methodology/approach The research used a quantitative methodology, collecting data from 135 industry practitioners across five tourism sectors (lodging, connected industries, entertainment, FandB, transportation) in Europe. This approach aimed to understand the diverse perspectives on the benefits and challenges of implementing BCT in their opera Findings The results indicate mixed perceptions regarding blockchain adoption. While there are positive views on BCT’s potential to enhance customer experience and service quality, there are significant concerns about its impact on trust and security. A consensus exists between customer and provider perspectives on BCT’s trustworthiness, but significant differences were observed in views on privacy and security enhancement. Originality/value This research contributes to the existing literature by providing insights into the service providers’ and customers’ perspectives on BCT within the travel and hospitality industry. It underscores the complexities of adopting new technologies and calls for more in-depth studies to address the identified concerns, thereby offering a novel viewpoint on the adoption of distributed ledger technologies in enhancing customer experience and service delivery.

Influence of Business Process Re-Engineering on Customer Satisfaction in Corporate Organisations: A Case of Sterling Bank PLC.

Business Process Re-Engineering (BPR) has emerged as a crucial strategic tool for organisations aiming to enhance performance and competitiveness in today’s dynamic market. This study examines the influence of BPR on customer satisfaction within corporate organisations, with a particular focus on Sterling Bank Plc. A survey research design was adopted, utilising structured questionnaires to collect quantitative and qualitative data from 100 bank employees. The data were analysed using multiple linear regression to determine the influence of BPR practices and customer satisfaction in corporate organisations. The results reveal a strong positive correlation, with an adjusted R-squared value of 56.8% and a standardised coefficient of 0.775, indicating that effective BPR implementation significantly enhances customer satisfaction (p-value = 0.000). The findings demonstrate that BPR is essential for improving customer loyalty, service quality, and overall organisational success. It underscores the role of BPR in fostering a customer-centric approach, which is critical in a highly competitive business environment. To maximise these benefits, the study recommends that organisations continuously review and refine their BPR strategies, invest in employee training, and leverage advanced technologies to optimise business processes. Furthermore, fostering a culture of innovation and responsiveness and implementing regular feedback mechanisms is vital for ensuring that BPR efforts align with customer expectations and drive long-term improvements in organisational performance.

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.

Enhancing service quality in the insurance industry with AI-powered humanoid chatbots

PurposeThis study aims to explore the potential of artificial intelligence with AI-powered humanoid Chatbots (AIPHC) as transformative tools to improve customer service quality in the insurance sector. The usability and efficiency of integrating advanced AI chatbots that can replicate human-like interactions in insurance services will be examined by taking into consideration customers’ technological readiness and chatbots’ anthropomorphism.Design/methodology/approachThis empirical study analysed 688 customer responses collected through purposive sampling using structural equation modelling. With the help of SmartPLS 4.0, the study determines whether anthropomorphism, that is AIPHC system-specific and customer personality-specific dimensions, can influence the acceptance of AIPHC in the insurance sector.FindingsThe results show that the chatbot’s anthropomorphism positively influenced customers’ optimism and innovativeness but negatively impacted discomfort and security. Further optimism and innovativeness favourably impact AIPHC adoption. Insecurity had a significant negative impact, while discomfort was insignificant for AIPHC adoption.Research limitations/implicationsThe study determines how people will react to AI-powered information systems. The results could help us better understand how the technological readiness of customers can be used in emphasizing the significance of system-specific theories like anthropomorphism in sectors like insurance, where customer interactions and delivery of quality services are important.Practical implicationsThe results highlight chatbots’ potential to raise the quality of service, simplify processes and enhance customers’ overall experiences in the insurance sector. This study contributes to the continuing discussion on using AI technologies in customer service by considering the interplay between technology readiness and anthropomorphism. It also provides insightful information for insurance professionals and technology developers.Social implicationsAnthropomorphic humanoid chatbots can increase the availability, affordability and accessibility of essential services. They have the potential to increase users’ competence, autonomy and—possibly counterintuitively social relatedness.Originality/valueThis empirical research explores the link between anthropomorphism and technology readiness to enhance service quality provided by AI powered chatbots in the insurance sector.

The Impact of Job Satisfaction and Performance on User Satisfaction with Banking Services

This study examines the relationships between customer service quality, employee job satisfaction, job performance, and user satisfaction in the banking industry, with a focus on Maybank. The objective is to determine how employee satisfaction and performance impact user satisfaction and customer service experience. A survey was conducted among 200 Malaysian banking customers, and responses were analyzed using regression analysis to test six hypotheses. The results confirm that customer service experience, employee job satisfaction, and job performance all significantly influence user satisfaction. Specifically, customer service experience (β = 0.291, p < 0.01) and employee job satisfaction (β = 0.322, p < 0.001) show strong positive effects on user satisfaction, while employee job performance (β = 0.200, p < 0.05) also contributes positively. Additionally, employee job satisfaction significantly enhances both job performance (β = 0.732, p < 0.01) and customer service experience (β = 0.340, p < 0.01). Employee performance is a key factor in delivering superior customer experiences (β = 0.534, p < 0.001). The study concludes that improving employee satisfaction is crucial for boosting job performance and customer service, which in turn elevates user satisfaction

A comparative study on the impact of service quality on customer satisfaction: Survey of joint venture and government banks in Nepal

This study explores the relationship between customer satisfaction and service quality, of the inquiry is the evaluation of client satisfaction regarding the caliber of service rendered by Nepalese commercial banks. The study attempts to determine the effect of focusing on how important it is for service quality to influence customer contentment. The primary focus service quality on customer satisfaction within the Nepalese banking industry is by using descriptive and causal comparative research techniques. A total of 383 samples were taken from six joint venture banks and three public (or Government ownership) banks in Nepal. Using primary data obtained from a survey with a five-point Likert scale, correlation and regression analysis are used in the study to examine the impact of several service quality parameters on customer satisfaction. The results show that, in the Nepalese banking industry, responsiveness, reliability, assurance, and empathy have a positive and significant association with customer satisfaction. However, responsiveness does not significantly affect customer satisfaction.

Pengaruh Cita Rasa dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT.XYZ Depok

XYZ (Company name disguised at the request of the company) is a well-established bakery industry in Indonesia. In running its business, of course, the company not only provides quality products and taste, but also provides good service quality because it can increase customer satisfaction. The purpose of this study is to determine the influence of taste and service quality on customer satisfaction of PT. XYZ Depok. The research method used is quantitative statistics. The population of this study is consumers who buy PT. XYZ Depok. Data collection methods with interviews, documentation, and questionnaires. Data processing using SPSS 25 with multiple linear regression analysis technique. Based on the results of the study, it was shown that taste had a significant effect on customer satisfaction and service quality also had a significant effect on customer satisfaction at PT. XYZ Depok, then the taste and quality of customers simultaneously have a significant effect on customer satisfaction at PT. XYZ Depok.

The Impact of Service Quality and Ease of Use on Customer Loyalty for BRILink in Pekanbaru City with Customer Satisfaction as a Mediating Variable

This research aims to determine the effect of service quality and ease of use on customer loyalty using BRILink services in Pekanbaru city with customer satisfaction as a mediating variable. The research population is customers at BRILink agents in Pekanbaru City who have made transactions more than once at the same outlet in Pekanbaru City, the number of which is unknown with a sample size of 120 respondents. Sampling used probability sampling techniques. Research data was collected using questionnaires. In terms of data analysis, this research used Structural Equation Modeling (SEM) analysis with Smart Partial Least Squares (SPLS) Version 3.0. The research results show that service quality and ease of use have a positive and significant effect on customer satisfaction, service quality and ease of use have a positive and significant effect on customer loyalty, customer satisfaction has a positive effect on customer loyalty, service quality and ease of use have a positive and significant effect on customer loyalty which is mediated by customer satisfaction among BRILink users in the city of Pekanbaru.

Data-driven employee engagement: A pathway to superior customer service

This paper explores the significant correlation between employee engagement and customer service quality, emphasizing the role of data-driven strategies in enhancing organizational outcomes. The paper highlights the importance of using data analytics to understand and improve employee engagement by analyzing key theories that link engagement to customer satisfaction. It discusses the critical metrics used to measure engagement and how data-driven insights can inform HR strategies, leading to superior customer service. The paper also examines the implications of implementing these strategies, addressing potential challenges such as data privacy, misinterpretation, and cultural resistance. Finally, it suggests future research directions, particularly in integrating emerging technologies like AI and machine learning, to refine engagement strategies further and adapt them to diverse work environments. This review underscores the evolving role of data analytics in HR and its potential to transform employee engagement into a key driver of business success.

Banking Service Technologies as a Tool for Increasing the Efficiency of Interaction with Clients

Introduction. The efficiency of customer service in a commercial bank is inextricably linked with the need to implement modern banking technologies that affect the speed and quality of the service provided. The intensity of development of banking technologies requires a study of their features and application criteria. Purpose of the study. To study the trends in the implementation and development of modern technologies in banking and their impact on the quality of bank customer service. Methods. The study used such general scientific methods as analysis and synthesis, formal and dialectical logic, statistical processing methods, and a systems approach. The object of the study was Sberbank PJSC, a leader in the implementation of modern technologies in the banking market. Results. The article considers the main components of banking technologies. The influence of technologies on the effectiveness of banking services is substantiated. Positive and negative aspects of the implementation of modern banking technologies in the customer service process are highlighted. Modern service technologies used in the banking system when creating a digital infrastructure, regulated by the Central Bank, are highlighted. The trends in the use of modern banking technologies are considered based on the degree of digitalization development in the bank, age preferences, as well as as a result of the impact of the coronavirus pandemic. The performance indicators of Sberbank PJSC as a technological leader in the banking services market are considered. Conclusions. Effective interaction of banks with clients in the context of digital transformation is carried out using modern banking technologies containing many components with appropriate characteristics. Maximizing efforts to use modern technologies contributes to the expansion of the client base and profit growth.

Sentiment Analysis and Facial Expression Recognition in Customer Service Interactions

In the evolving landscape of digital customer service, the need for advanced methods to accurately understand and respond to customer emotions has become critical. Traditional systems often rely solely on textual data, missing non-verbal cues that significantly contribute to the customer's emotional state. This study proposes a combined approach integrating Facial Expression Recognition (FER) and Natural Language Processing (NLP) to enhance emotion detection accuracy in customer service interactions. The FER component employs Convolutional Neural Networks (CNNs) to analyze facial expressions, while the NLP component uses Long Short-Term Memory (LSTM) networks to process textual data. This multimodal system aims to provide a comprehensive understanding of customer emotions by capturing both verbal and non-verbal cues. Experiments demonstrate that the integrated FER and NLP model significantly outperforms standalone models, achieving an accuracy of 92.3%, compared to 85.2% for FER-only and 87.4% for NLP-only models. The results highlight the benefits of a multimodal approach, showing substantial improvements in both training and validation performance. This study also compares the proposed model with other state-of-the-art models such as the Deep Learning Assisted Semantic Text Analysis (DLSTA) and Multimodal Emotion Recognition using Deep Belief Networks (DBN). While DLSTA achieves higher accuracy in text-based emotion detection, and DBNs provide robust emotion classification by integrating various modalities, our model effectively balances the strengths of both visual and textual data. The findings suggest that integrating FER and NLP can significantly enhance the quality of customer service by enabling more empathetic and effective interactions. Future work will focus on optimizing computational efficiency, addressing data variability, and ensuring adaptability across diverse customer service scenarios.

Developing customer service quality: Influences of job stress and management process alignment in banking industry

Job stress and management process alignment can influence work attitudes and productivity; however, there is still no empirical evidence addressing how these factors influence customer service quality in banking industry. Thus, this research aims to explore how job stress and management process alignment influence commitment and employee performance which develop customer service quality. 650 bank employees who were working at different banks in Cambodia were asked to join the survey process via a survey questionnaire. Researchers applied a path analysis technique to analyze the collected data. This research found that job stress and management process alignment significantly influenced organizational commitment. Meanwhile, job stress, management process alignment, and organizational commitment significantly influenced employee performance. Furthermore, customer service quality was significantly influenced by employee performance, except organizational commitment. Finally, employee performance mediated the relationship between organizational commitment and customer service quality. These key findings revealed workers’ insights which could be an evidence-based strategy for banks to issue an effective working policy to develop better customer service quality.

PENGARUH ORIENTASI PELANGGAN, KEPUASAN PELANGGAN YANG DIMEDIASI OLEH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

Competition in the service industry encourages companies to improve customer orientation and service quality in order to achieve customer satisfaction and loyalty. This study aims to analyse the relationship between customer orientation, service quality, customer satisfaction, and customer loyalty at Honda repair shops in Tangerang. Using a quantitative approach, this study involved 100 Honda repair shop customer respondents. Data was collected through an online questionnaire and analysed using Structural Equation Modeling (SEM). The results state that customer orientation has a positive effect with service quality and customer satisfaction, service quality affects customer satisfaction, service quality mediates the relationship between customer orientation and customer satisfaction, and customer satisfaction has a positive effect on customer loyalty. This research has a contribution to the Honda Workshop by making customer loyalty a final strategy of the Honda Workshop. It is recommended that Honda workshops improve customer orientation and service quality to increase customer satisfaction and loyalty. Research limitations include a relatively small sample size and limited geographic coverage, opening up opportunities for further research on a larger scale.

Customer Satisfaction Analysis On Tokopedia Marketplace Services In Jakarta Area

This research aims to determine the satisfaction factors of Tokopedia marketplace users in Jakarta. This research uses a quantitative approach with descriptive analysis methods. The population in this study includes individuals who currently or have used the Tokopedia marketplace. In this study, samples were taken using no-probability purposive sampling and distributing questionnaires online via Google From. The sample used in this research was 240 respondents. The sample criteria in this research consist of individuals who live in the Jakarta area, aged 17-45 years and users of the Tokopedia marketplace. This research uses validity and reliability tests as research instrument tests. This research only uses two analytical techniques, namely descriptive analysis with the aim of describing or illustrating Tokopedia marketplace user data and then classifying it so that later it can be formulated to get a clear picture of the problems that cause customers to feel satisfied. Then there is the factor analysis technique or Expolatory Factor Analysis which aims to form new factors to support customer satisfaction. This research uses the e-service quality dimension as a measurement of customer satisfaction. There are seven indicators in this research, namely, Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, Contact. The results of this research say that by using the EFA analysis technique, three factors have been formed to support customer satisfaction, the names of these three factors are: service reliability and security, customer service quality, customer comfort and efficiency.

Employee attrition prediction with convolutional neural network and synthetic minority over-sampling technique

ABSTRACT Employee attrition negatively affects organizational efficiency, customer service quality, and brand reputation. In this study, we explore the important issue of predicting employee attrition, which aids managers in taking effective retention strategies and mitigating the significant costs associated with recruiting and training new personnel. Different from existing research, we introduce a novel deep learning model featuring an intermediary layer that automatically generates a hidden image representation from tabular data. This intermediary step facilitates the efficient utilization of Convolutional Neural Networks, specifically designed for image data, thereby enhancing predictive accuracy. Furthermore, we employ the widely used Synthetic Minority Over-sampling Technique for handling imbalanced data to further improve our model’s performance. Our new CNN-based deep learning model demonstrated the best performance for predicting employee attrition, which can assist in reducing costs related to turnover and facilitate the implementation of a succession plan to ensure seamless transitions.

VARIABLE ASSESSMENT OF THE TRANSPORT AND LOGISTICS SCHEME FOR THE DISTRIBUTION OF GOODS TO THE TRADE NETWORK

The distribution of goods to the trade network is a complex process that requires a careful approach to determining the hierarchical structure of the interaction of participants in the logistics chain and planning their activities. An essential element of this process is choosing the configuration of the transport and logistics scheme, which ensures efficient and timely delivery of goods to the trade network. In this study, we propose to carry out a variable assessment of the efficiency of the distribution of goods according to basic schemes on the ground of taking into account a set of factors, such as the distance of transportation, volume of cargo, delivery terms, specific costs for transportation and storage of freight, the impact of changes in the speed of movement and the time of cargo operations. It makes it possible to present the choice of a rational transport and logistics scheme in the form of an optimisation process to make it more flexible and adaptable to the changing conditions that characterise the current distribution of goods. The article aims to establish a rational structure for determining the efficiency of the delivery of goods to the trade network based on evaluating a sensible version of the transport and logistics scheme, which ensures the conditions for implementing technological operations in time. The methodological basis for establishing a rational version of the transport and logistics scheme is a developed structural model of the influence of input parameters on the total costs and timeliness of delivery of a batch of goods to the trade network. Such a research model describes the functional relationship between incoming information flows about the volumes of orders for the delivery of goods, the nature of changes in the parameters of cars in motion and under loading-unloading, information about the structure of the available car fleet, and the characteristics of the communication network and the controlling influences represented by the choice of a rational total of trunk and delivery routes. Designating a logical sequence of communication between these flows enables determining the value of the components of the efficiency criterion of the transport and logistics delivery system. We established that the transport and logistics scheme of delivery is the basis for the development of transportation routes and the organisation of the functioning of warehouse distribution complexes. The developed structure for evaluating the efficiency of the delivery of goods to the trade network allows for determining the core conditions of activity of the logistics chain participants and specifying a set of technical, operational, and economic indicators of their work. Accounting for the time parameters of the transport and logistics chain enables taking into account the influence of fluctuations in the high-speed mode of movement and idle time at loading and unloading points. The developed models for estimating the time parameters of cargo delivery facilitate efficient planning of the transportation routes and determine the rational time for delivery of each consignment. All local models work in a complex with the general structure of evaluating the efficiency of goods delivery and ensuring a more efficient and transparent management of logistics processes. Their use allows logistics companies to reduce delivery costs, improve the quality of customer service, and increase the competitiveness of the trading network in the market. Keywords: delivery, product, trade network, delivery chain, logistics system.

Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI

The proliferation of mobile stock trading has introduced various apps with distinct features, emphasizing the need to understand users’ evaluations after adopting the service. This study explores the determinants of retail investors’ satisfaction with mobile stock trading services by employing an advanced textual analysis of customer reviews for four leading trading applications. We utilized Bidirectional Encoder Representations from Transformers (BERT) based Topic modeling (BERTopic modeling) to identify key topics within customer reviews and used the results as input for generative AI to discern the theme and sentiment of each topic. Based on Service Quality (SERVQUAL) theory, topics are categorized into key quality dimensions: functionality, usability, information quality, customer service, and system quality. Regression models were employed to assess the impact of the quality dimensions on investor satisfaction, revealing positive feedback on usability, information quality, and service quality as primary enhancers of satisfaction. In contrast, negative feedback on service quality, system quality, and functionality was identified as the primary inhibitor of satisfaction. This study explores how the influence of each quality dimension varies among different types of brokers (full-service vs. online-only brokerages). Finally, we propose a visualization tool called Topic Rating Impact and Frequency Analysis (TRIFA), which is designed to categorize topics based on their frequency of occurrence and impact on satisfaction. This tool aids in identifying the strengths and areas for improvement in services by effectively visualizing the results of text review analysis. This research not only deepens our understanding of the quality dimensions of mobile financial services but also offers valuable insights for service providers by suggesting predictive models that could help increase customer retention.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

A Study on Effectiveness of Customer Retention Strategies Factors in Banking Sector

Competition among banks is fierce, and non-banks and other financial firms are also majorrivals. The problem is that it's really simple to replicate a financial product, and in the end, they allessentially do the same thing. Customer retention is a wide and complicated notion, and it is possible thatmany factors contribute to it. This paper study Customer service quality, customer happiness, switchingcosts, customer relationships, trust, and bank pricing were among the few determinants of customerretention that were examined in this study. India has a highly competitive banking sector thanks to theexistence of public, private, and international institutions. banks, faced with an increasingly competitivemarket, are implementing strategies to keep as many of their current clients as possible. Keeping currentcustomers happy is crucial in today's cutthroat business climate. The bank has to go above and beyondits basic functions to provide its clients a satisfying banking experience.

Pengaruh Komunikasi Pemasaran dan Kualitas Pelayanan Terhadap Keputusan Pembelian “Mie Niraja“

The purpose of this research is to determine the influence of Marketing Communication and Service Quality on purchasing decisions at Mie NiRaja . The research population consisted of one hundred people selected from those who participated in the Mie NiRaja consumer survey. The research sample is defined as individuals who purchase Mie NiRaja MSMEs. The Lemeshow technique is used in the sample receipt process as preparation for testing. The study in question uses a quantitative methodology. For data collection purposes, this technique uses a questionnaire as a strategy. The methods used in the data analysis process are known as multiple regression and descriptive analysis. Research findings show that the discussion of Marketing Communications and the Quality of Service provided has a significant influence on the decision-making process that occurs throughout the purchasing process. In addition, the decision-making process does not consider these aspects important for meeting the requirements. It is important to note that the output of the coefficient of determination of communication and service quality has a major influence on the decision-making process. It is important to note that this impact is visible. Based on the magnitude of the F test results, this research shows that the quality of communication and service can influence purchasing decisions. Therefore, it is acceptable to believe that X1 and X2 have an equal influence on the final decision taken by consumers. Based on the research results, it can be concluded that Mie NiRaja purchasing decisions are significantly influenced by marketing communications, both partially and simultaneously. This impact is strong and statistically significant. As a consequence of the findings of the Communication Management Study, purchasing choices may be significantly impacted. Because MSME Mie NiRaja provides an appropriate level of customer service quality, it is guaranteed that customers will return again for further transactions in the future. The next step for MSME Mie NiRaja is to carry out an advertising campaign to measure the level of consumer interest in buying its products