Customer Service Research Articles

A Systematic Review of Nursing Competencies: Addressing the Challenges of Evolving Healthcare Systems and Demographic Changes

Background/Objectives: The nursing profession is expected to undergo substantial transformations in the coming years due to rapidly evolving sociocultural, environmental, and technological changes. Defining and assessing nursing competencies are essential to ensuring high-quality care and fostering professional development. This systematic review aims to explore the future nursing competencies required and the sociocultural factors influencing their evolution. Methods: A comprehensive systematic search was conducted in several indexed databases PubMed, CINAHL, Scopus, and Web of Science databases using keywords such as “nursing competencies”, “future”, “healthcare systems”, and “demographic change”. Studies published within the last five years were included, and a rigorous quality assessment was performed. Results: The findings suggest that key sociocultural and technological factors—including environmental sustainability, technological advancements, innovation, globalization, urbanization, policy uncertainty, and demographic shifts—will significantly shape the development of nursing competencies. It is projected that nearly 70% of the nursing workforce will operate in highly unpredictable environments. The review highlights the need to develop interpersonal, higher-order cognitive, and system-level competencies, alongside complementary skills in personal and customer services, decision making, technology utilization, creativity, and scientific methodologies. Conclusions: Addressing the future challenges in nursing requires a holistic and strategic approach, including a cultural shift within the profession supported by targeted policies and sustained investment in education and continuous professional development. Training systems should prioritize the development of core competencies and promote lifelong learning to ensure adaptability in an evolving healthcare landscape.

Analisis penjualan listrik prabayar dan pascabayar dalam meningkatkan laba pada PT PLN (Persero) Unit Pelayanan Pelanggan (UP3) Manado

Sales are activities carried out by sellers in selling goods and services with the hope of making a profit from these transactions. This research aims to analyze the sale of prepaid and postpaid electrical energy in increasing profits at PT PLN (Persero) Customer Service Unit (UP3) Manado. The type of research used is descriptive qualitative with quantitative data types. The research results show that sales of prepaid and postpaid electrical energy have not been able to increase profits at PT PLN (Persero) Manado Customer Service Unit (UP3), where net profit experienced a decrease in certain periods of the year due to high operational expenses. As a solution from the sales side, PT PLN (Persero) Manado Customer Service Unit (UP3) should start increasing profits by improving customer service such as providing attractive promos and increasing sales of prepaid electricity. Meanwhile, in terms of operational expenses, PT PLN (Persero) Manado Customer Service Unit (UP3) should focus more on controlling costs and operational efficiency to ensure that profits can grow along with increasing sales.

Analysis of The Maturity Level of A Factory in The Electrical-Electronic Segment of the Manaus Industrial Hub: Case Study

Objective: The objective of this study is to analyze the 4.0 maturity level of two variables of the “Products and Services” dimension, with the aim of answering the following hypothesis, whether the factory is moving towards implementing Industry 4.0?. Theoretical Framework: For Rodrigues et al. (2022), Industry 4.0 is in fact the Fourth Industrial Revolution, which encompasses the ongoing digital transformation in industries and machinery, that is, it is directly linked to the automation of manufacturing processes. The implementation of Industry 4.0 requires significant changes in organizational culture and work processes, Góes et al. (2023). It is understood that good management is essential in this process, since the way the company is run directly influences the results, whether positive or negative Góes et al. (2023). On the other hand, Silva, Lucas and Oliveira (2021) highlight Industry 4.0 as a milestone in industrial evolution, where the integration of digital technology with the internet revolutionizes production processes. According to Souza & Gomes (2015), maturity is achieved through the consolidation of general and specific practices related to a set of predefined processes that aim to increase the overall performance of a company or a specific objective. Rozenfeld and collaborators (2006) highlight that maturity can be measured by the amount of best practices consistently applied by the company. Method: This article is configured in terms of means for bibliographic research and case study developing subsidies for an approach as a qualitative research with descriptive purposes, obtained from the database produced by PIMM 4.0. The methodology adopted applied in this research is qualitative because it requires planning to evaluate the problem, data collection methods and analysis of results. Results and Discussion: The results obtained revealed that although the company has made significant progress towards modernizing its operations and meeting market demands, it is essential to continue investing in innovation and customization of products and services. The ability to understand and meet customer needs in an agile and efficient manner will be crucial to achieving full Industry 4.0 maturity. In the discussion section, these results are contextualized in light of the theoretical framework, highlighting the implications and relationships identified. Possible discrepancies and limitations of the study are also considered in this section. Research Implications: The practical and theoretical implications of this research are discussed, providing insights into how the results can be applied or influence practices in the field of Operations Management and Logistics (OLM). These implications may cover the areas of Operations Management, Logistics, Project Management, Information Technology Applied to Logistics, Strategic Management, Procurement and Customer Service. Originality/Value: This study contributes to the literature by focusing on a strategic segment for the local economy, providing data that can positively impact the management and development of the sector in the hub. This sector is highly dynamic, constantly demanding technological innovations and operational efficiency. A detailed analysis of the maturity level of this segment can provide unprecedented perspectives on how these industries adapt to market demands. The relevance and value of this research are evidenced by the fact that few studies address the topic of organizational maturity in this context, especially in Brazil. In addition, it brings originality by adapting and applying theoretical maturity models (such as CMMI, MMOG/LE, or other frameworks) to a specific industrial environment, considering local and regional variables. The results can pave the way for future studies that expand the analysis to other companies or sectors within the PIM.

Prompt2Task: Automating UI Tasks on Smartphones from Textual Prompts

UI task automation enables efficient task execution by simulating human interactions with graphical user interfaces (GUIs), without modifying the existing application code. However, its broader adoption is constrained by the need for expertise in both scripting languages and workflow design. To address this challenge, we present Prompt2Task, a system designed to comprehend various task-related textual prompts (e.g., goals, procedures), thereby generating and performing the corresponding automation tasks. Prompt2Task incorporates a suite of intelligent agents that mimic human cognitive functions, specializing in interpreting user intent, managing external information for task generation, and executing operations on smartphones. The agents can learn from user feedback and continuously improve their performance based on the accumulated knowledge. Experimental results indicated a performance jump from a 22.28% success rate in the baseline to 95.24% with Prompt2Task, requiring an average of 0.69 user interventions for each new task. Prompt2Task presents promising applications in fields such as tutorial creation, smart assistance, and customer service.

The Impact of Service Quality and Satisfaction on Customer Loyalty at AFZL Barber Shop

The rapidly growing barber shop industry has heightened competition, making understanding the factors influencing customer loyalty crucial. This study explored the impact of service quality and customer satisfaction on customer loyalty at AFZL Barber Shop in Sukarame, Bandar Lampung. Using a quantitative approach, the research surveyed 109 respondents and analyzed the data through descriptive analysis, validity and reliability tests, and multiple regression analysis. The results showed that service quality and customer satisfaction significantly positively affect customer loyalty. Higher service quality and customer satisfaction levels lead to stronger customer loyalty. The study concludes that businesses must improve service quality and customer satisfaction to maintain customer loyalty in a competitive market.

FACTORS SHAPING CONSUMER BEHAVIOUR IN MOBILE BANKING ADOPTION AND USAGE WITH REFERENCE TO AHMEDABAD DISTRICT

This study examines the factors influencing the adoption and usage of mobile banking in Ahmedabad District, focusing on device preferences, banking type, and user convenience. The research aims to identify preferred devices for mobile banking and their impact on usage frequency, explore the relationship between bank type and the duration of association with mobile banking usage patterns, and evaluate the elements that encourage mobile banking adoption. Utilizing a descriptive research design, primary data was collected from 708 respondents through a structured Google Form questionnaire. Purposive sampling was employed to target mobile banking users, and the research was conducted in October 2024. The findings revealed that mobile banking is predominantly preferred over internet banking, with confidentiality and accessibility being key factors in its adoption. Private sector banks were more popular, with users exhibiting long-term loyalty. The study suggests that banks should focus on enhancing user-friendly features and security to boost mobile banking adoption, particularly among younger users. The implications highlight the importance of transparency, convenience, and customer-oriented services in the growing mobile banking sector. This research contributes valuable insights for banks seeking to improve their mobile banking services and cater to the evolving needs of their customers.

A Study on E-Commerce and Consumer Protection in India Along with International Standards

This study examines the existing legislative framework in India that safeguards the interests of online customers in light of the rapidly expanding e-commerce sector and its impact on consumer preferences for online shopping. Electronic commerce platforms allow for Internet-enabled trade in unprecedented ways. One of the main drivers underlying e-commerce growth is the rise in the number of individuals using the Information and Communication Technology (ICT) as a platform to trade.. This article analyses the present trends in consumer law in e-commerce in India and the challenges faced in protecting the consumers in the virtual online space..Important conclusions include the following: cash on delivery is the preferred method of payment for online purchases; website content and efficient customer support services foster consumer confidence; and safe and dependable systems are critical to the success of e-business firms.. In addition to elements like website information, customer service, warranty, security, privacy, and redressal, laws protecting consumer rights in e-commerce also have an impact on consumers' confidence. Expanding e-commerce appears to be promising given the strong legal framework and consumer protection policies in place. The findings add to the body of knowledge on e-commerce and the protection of consumer rights by clarifying the critical elements influencing customer loyalty and trust as well as providing an insightful viewpoint on e-consumer protection in the Indian context with wider implications.

Commitment to quality service in hospitality: role of human resources practices, turnover intention, organizational engagement, and adaptability

PurposeThis study examines the mediating role of organizational engagement in the link between human resources management (HRM) practices and commitment to quality services (CQS). It also investigates the moderating effect of turnover intention on the link between HRM practices and organizational engagement, and the moderating effect of employee adaptability on the link between organizational engagement and CQS.Design/methodology/approachCustomer contact employees (N = 593) in Bangladeshi hotels were recruited using a convenient sampling method. Partial least squares structural equation modeling (PLS-SEM) was applied to test the hypotheses.FindingsOrganizational engagement significantly mediates the relationship between HRM practices and CQS. Turnover intention negatively and employee adaptability positively moderates the proposed relationships.Practical implicationsHospitality managers may use the findings to enhance quality customer services by implementing appropriate HRM practices, reducing turnover, and increasing adaptability and organizational engagement.Originality/valueThe findings contribute to social exchange theory, theory of planned behavior, and job demand-resources theories by explaining the mediating role of organizational engagement and moderating role of turnover intention and employee adaptability which are yet to be discovered.

Enhancing Customer Service Experiences through Augmented and Virtual Reality Technologies

Enhancing Customer Service Experiences through Augmented and Virtual Reality Technologies

User avoidance behavior in pharmaceutical e-commerce intelligent customer service: a stressor-strain-outcome perspective

IntroductionThis study explores the implementation of Intelligent Customer Service (ICS) in pharmaceutical e-commerce, aiming to enhance user acceptance and service efficiency while addressing the psychological factors influencing user behavior. It expands the boundaries of technology acceptance research by focusing on ICS use and avoidance in high-risk environments.MethodA total of 418 valid questionnaires were collected from participants, ensuring data quality through rigorous screening. The study employed SPSS for data normality tests and SmartPLS for structural equation modeling to analyze the relationships between emotional stress, system overload, and user avoidance behavior.ResultsThe findings indicate that system overload, information overload, and service overload significantly contribute to user emotional stress, which in turn drives avoidance behavior. The analysis revealed strong explanatory power (R2 values ranging from 0.450 to 0.586) and confirmed the mediating role of emotional stress in the relationship between overload factors and user avoidance.DiscussionThis research highlights the critical role of emotional stress in user interactions with ICS, suggesting that pharmaceutical e-commerce companies must refine their ICS design to meet diverse user needs and reduce cognitive burdens. By leveraging big data and establishing robust feedback mechanisms, companies can enhance user experience and loyalty. The study also identifies limitations in demographic representation and suggests future research should incorporate qualitative methods for a deeper understanding of user behavior.

Pengaruh Kepuasan Pelanggan dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi oleh Nilai Layanaan yang Dirasakan, Citra Perusahaan, dan Reputasi Perusahaan

This study analyzes the effect of customer satisfaction and service quality on customer loyalty in GO-JEK, mediated by perceived value, corporate image, and corporate reputation. The sample consists of 150 respondents aged over 17 years and Gojek users. Data were collected using a closed-ended questionnaire with a five-point Likert scale and analyzed using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with SmartPLS 3. The results show that customer satisfaction, service quality, corporate image, and corporate reputation positively affect Gojek customers' perceived value. Corporate image also directly influences customer loyalty, while corporate reputation is not significant. Perceived value enhances customer loyalty. Service quality and corporate image act as mediators in this relationship, whereas customer satisfaction and corporate reputation do not mediate the effect.

Customer Loyalty Model of Export Product Shipment Certification

This paper investigates the loyalty model of customers towards a certification governing body for export product shipment certification. The present study investigates the impact of service quality, consumer satisfaction, customer trust, and customer loyalty on the established model. The model will be used to determine the specific areas that need enhancement to improve consumer loyalty. There were 104 participants took part in the study by means of convenience sampling and telephone questionnaire surveys. This study results that customer satisfaction is greatly influenced by the five components of Servqual service quality: tangibility, empathy, dependability, responsiveness, and assurance. Moreover, it was shown that the five categories of service quality had a substantial impact on customer trust. The level of product satisfaction and trust directly influences the loyalty of customers. In addition to examining direct effects, the study also detected indirect effects resulting from mediating variables. The findings indicate that consumer trust is influenced by reliability through customer satisfaction, and customer trust is influenced by assurance through customer satisfaction. Consumer satisfaction, in turn, influences consumer loyalty by means of customer trust. Managerial implication of this study encompasses the instruction of personnel in export product certification services, including areas such as communication, regulations, document control, and management of personal protective equipment. The organization is advised to establish a systematic service evaluation process and then execute a follow-up strategy to guarantee that the evaluation findings are acted upon.

Hubungan Kualitas Pelayanan, Citra Merek, Kepuasan Pelanggan, Terhadap Loyalitas Pelanggan

A business had a primary goal of gaining a competitive advantage by creating good customer value. The characteristics that influenced customer loyalty were explored in this study because they provided benefits to the company. This study aimed to explore the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the context of online purchases through the Gofood application. Using a descriptive causality design and quantitative methods, as well as purposive sampling techniques, data were collected from 145 Gofood user respondents and analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM). The analysis results show that service quality and brand image have a significant impact on customer satisfaction, which in turn significantly affects customer loyalty. Customer satisfaction also has a significant positive impact on customer loyalty in the GoFood application.

Digital transformation as a driver of financial sector development

Digital transformation has become one of the main driving forces behind the development of the financial sector, fundamentally changing its structure and functioning. Modern innovative technologies, such as artificial intelligence, cloud services, the Internet of Things, big data analytics, and blockchain, provide opportunities to introduce new approaches to managing financial processes, helping to increase efficiency, reduce costs, and improve customer service. Digital platforms allow banks and financial institutions to automate routine processes, increasing productivity and reducing transaction processing time. The COVID-19 pandemic has become a positive catalyst for an accelerated transition to digital financial solutions. The closure of physical bank branches and the restriction of social contacts have forced consumers and institutions to rethink their approaches to financial services. As a result, mobile applications, online banking and electronic payment systems have become an integral part of everyday life. Financial institutions have quickly adapted to the new environment by offering customers convenient and secure ways to interact, which has contributed to the growth of trust in digital service channels. However, along with the benefits of digitalization, the financial sector faces a number of challenges. In particular, cybersecurity issues are becoming increasingly relevant as the amount of data stored and processed in digital format grows. Protecting confidential information and ensuring the security of financial transactions requires institutions to invest heavily in modern security systems and ongoing staff training. In addition, the rapid development of technology is outpacing the regulatory framework, which may lead to legal uncertainties and increased risks for market participants. Financial institutions implementing digital solutions face the need to restructure their business models to remain competitive. This requires investing in the latest technologies, developing partnerships with Fintech companies, and shifting to new approaches to customer interaction. Innovative financial products, such as automated investment platforms, digital currencies, and mobile payments, are becoming the basis for the future development of the sector, providing convenience, accessibility, and an individualized approach to customer service. At the same time, digital transformation is creating new opportunities for economic growth, increasing the competitiveness of financial institutions and facilitating integration into the global economy. Research in this area allows us to better understand the impact of digital technologies on economic processes and develop strategies to maximize their potential. Prospects for further development of the digital financial sector include improving data analytics processes, enhancing customer service, and strengthening regulatory frameworks to ensure the safety and soundness of financial systems. The article discusses the main trends of digital transformation, its impact on the financial sector and strategic approaches to overcoming the challenges faced by market participants in the digital era.

Pengaruh Cita Rasa, Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Mixue Ice Cream & Tea Cabang Caringin Kota Bandung)

This study aims to determine and analyze how taste, price, service quality affect customer satisfaction at Mixue Ice Cream & Tea Caringin Branch, Bandung City. Level measurement using quantitative methods with descriptive and verification approaches using a questionnaire as a data collection instrument and distributed to 97 respondents who are consumers of Mixue Ice Cream & Tea Caringin Branch, Bandung City. While the results of Descriptive research indicate that Customer Satisfaction (Y), Taste (X1), Price (X2) and Service Quality (X3) are in the “Good” category. Verificationally, the variable Taste (X1) on Customer Satisfaction (Y) has a significant effect. Furthermore, the variable Price (X2) on Customer Satisfaction (Y) has a significant effect. The variable Service Quality (X3) on Customer Satisfaction (Y) has a significant effect. Finally, the variables Taste (X1), Price (X2), Service Quality (X3) on Customer Satisfaction (Y) have a significant effect and the amount of influence is 52.6%.

Integration of Customer Data Management in a Web-Based Fishing Profile Application

The advancement of communication media and technology has driven various business sectors to transform digitally, including fishing businesses in South Tangerang City. However, many fishing businesses still lack adequate information systems to manage company profiles and customer data in an integrated manner. This research aims to analyze, design, and implement a fishing profile website equipped with customer data management features using the Waterfall software development methodology. The waterfall methodology was chosen for its systematic and structured approach, which involves five main stages: requirements analysis, system design, implementation, testing, and maintenance. The process begins with requirements analysis and collecting necessary customer data to proceed to the data integration stage, followed by system design and implementation by developing a user-friendly web-based fishing profile application. System testing uses black box testing to ensure all features function properly. The research results show that the developed fishing profile website provides professional information and manages customer data, including customer registration, visit history, and service preferences for available fishing products. This system can enhance operational efficiency and strengthen fishing businesses' customer relationships. In conclusion, integrating customer data into a fishing business profile website can serve as an effective solution to support digital transformation in this sector.

Analisis Peran dan Fungsi Bank BNI dalam Meningkatkan Perekonomian Masyarakat dengan Menerapkan Sistem Kredit

This study analyzes the role and function of Bank BNI in improving the community's economy through a credit system. With a qualitative approach based on interviews, this study aims to explain Bank BNI's contribution to economic growth, especially in rural areas. The results show that Bank BNI plays an important role as a financial intermediary by channeling credit to support small and medium enterprises (SMEs). However, obstacles such as geographical distance and lack of public understanding of the credit process are challenges in the effectiveness of distribution. To overcome this, it is recommended that there be public education, improved service quality, and digital banking innovation. This study concludes that effective credit distribution has a significant impact on economic stability. Suggestions are aimed at improving customer service and community empowerment programs to maximize the benefits of the credit provided. These efforts are important to support sustainable economic growth, especially in areas that are still lagging behind.

Faktor-Faktor yang Mempengaruhi Keputusan Konsumen dalam Memilih Maxim Sebagai Media Tranportasi Online di Kota Kupang

This research aims to identify and analyze the factors that influence consumer decisions in choosing Maxim as an on line transportation service provider in Kupang City. The method used was qualitative with a phenomenological approach, and information was collected through interviews and online questionnaires from a hundred respondents consisting of students (63%), employees (20%), and the general public (17%). The results showed that the main source of information regarding the use of Maxim came from word of mouth (50%) and social media (41%). Most users (61%) have been using the service for less than a year, with an average frequency of use of 3 times a week. Factors that influence consumer decisions include competitive pricing, good customer service, and features that allow cost estimates and arrival times. However, the accuracy of the map in the app is one that needs improvement. The conclusion of this study shows that Maxim has successfully met consumer expectations, but further improvements are needed, particularly on the navigation system, to increase customer satisfaction and loyalty in Kupang City.

Reducing an Indonesian Auto Part Production Cycle Time using the PDCA Approach: A Case Study

Constituting the biggest challenge in any manufacturing company’s product delivery, operational excellence can be accomplished by obtaining the best Quality, Cost, and Delivery (QCD). The delivery parameter has been an issue for the ABC Company, an Indonesian auto part manufacturer, having automotive manufacturers as customers, since its cycle time has been found to be lower than its takt time. This could jeopardize the company’s status in that it could degrade its customer service level. Thus, the company immediately initiated a quality control circle, especially when it was revealed that its production cycle time in Core Assy Line 3 was 49 s more than its targeted 41.7 s takt time. The team was then committed to reducing it to 39.2 s, accounting for a 20% reduction. A method named 8 steps and 7 tools was deployed under the Plan-Do-Check-Act (PDCA) approach to solve the specific problem. This method guided the team to find five root causes of the problem, while five solutions were equivalently provided. As a result, the achieved cycle time reduction was from 49 to 38.9 s, that is, a 21% decrease, capable of securing the company’s relationship with its customers and granting an order increase.

Unlocking Potential: The Synergy of NLP and AI: Transforming Virtual Assistant Capabilities

The rapid evolution of Natural Language Processing (NLP) and Artificial Intelligence (AI) has paved the way for more sophisticated virtual assistants capable of understanding, interpreting, and responding to human language in a highly intuitive manner. This article explores the intersection of NLP and AI, focusing on how their integration has revolutionized the capabilities of virtual assistants, making them indispensable tools in diverse industries such as customer service, healthcare, and personal productivity. Through a detailed examination of core NLP tasks such as tokenization, named entity recognition, sentiment analysis, and part-of-speech tagging, this article highlights how these technologies enable virtual assistants to engage in more natural, contextually aware conversations. Furthermore, it addresses the current challenges in the field, including multilingual support, context retention, and algorithmic biases, and proposes areas for future research to further enhance the adaptability and ethical standards of virtual assistants. The synergy between NLP and AI offers exciting prospects for the next generation of virtual assistants, ultimately aiming to create more responsive, equitable, and intelligent systems.