Total Customer Research Articles

The Mediating Effect of Service Quality on Total Quality Management and Customer Loyalty in Banking Sector

The aim of the research is to scrutinize the effect of TQM on customer loyalty through the mediation of quality service. The data was collected from workers of private banks in Iraq. Cluster sampling technique was used to collect the data. There were 390 employees taken as a sample size. The finding demonstrates that the effect of TQM practices on customer loyalty is significant. The significant mediating effect of quality service between the association of TQM and customer loyalty. In the end, the implication of the study is the private banks implement TQM practice effectively so that it has more a great impact on customer loyalty.

Information Freshness in Service Queues With Strategic Customers

We examine a scenario in which a service provider updates its queue length information to customers at a specific frequency. Customers decide whether to join the queue based on the most recent update. Our objective is to determine the optimal updating frequency that benefits both the service provider and customers. Using a two-dimensional continuous-time Markov process, we model the actual and announced queue length processes. By proving the identical distributions of these two processes under a Poisson updating scheme, we derive closed-form solutions for customers’ utility functions. Our findings demonstrate that customers adopt a generalized mixed-threshold strategy at equilibrium, and their certainty about whether to join the queue or balk does not always increase with fresher information. Furthermore, we reveal that due to customers’ different sensitivities to information freshness, system performance metrics such as throughput and total customer utility exhibit non-monotonic behavior in response to the updating frequency. Consequently, providing fresher information does not necessarily lead to improved system performance. To address this, we propose algorithms to determine the optimal updating frequency for each system performance metric and identify the conditions under which different updating frequencies are optimal. We demonstrate that any positive updating frequency can achieve customer utility no worse than the no-information system. Additionally, in systems with high customer arrival rates, updating with a positive updating frequency can improve throughput. Furthermore, we prove conditions under which a positive and finite updating frequency can yield higher throughput and total customer utility compared to real-time information systems.

Perancangan Usulan Model Bisnis pada PT ABC Gudang Pondok Aren Menggunakan Metode Business Model Canvas

PT ABC is a company that distributes fresh cut chicken with premium quality broiler chickens which supplies chicken meat for hotels, restaurants, cafes, factories, processed chicken meat, government and private agencies, as well as household needs. There are 5 warehouse locations, namely Jatiasih, Pondok Aren, Batuceper, North Bekasi, and Pasar Minggu. However, this research focuses on discussing the problems that exist at PT ABC Gudang Pondok Aren. In running its business, PT ABC Gudang Pondok Aren has a main problem, namely a decline in sales caused by a decrease in total customers. Through this main problem, a fishbone is obtained which contains the roots of the problem from the man, method, facility, information and product factors. Based on the main problem and the roots of the problem, to overcome the existing problems at PT ABC it is necessary to evaluate and design a proposed new business model that can contribute to future business development. Based on these problems, the solution used in this research uses the Business Model Canvas (BMC) method. There is a supporting theoretical basis such as business model theory, Business Model Canvas (BMC), business environment strategy, SWOT analysis, SWOT matrix and value proposition canvas. The results obtained are in the form of a proposed Business Model Canvas (BMC) which provides solutions in the form of additional services, additional products new products, changes in packaging methods, and suggestions in terms of product marketing.

Dynamic Scheduling Optimization of Automatic Guide Vehicle for Terminal Delivery under Uncertain Conditions

As an important part of urban terminal delivery, automated guided vehicles (AGVs) have been widely used in the field of takeout delivery. Due to the real-time generation of takeout orders, the delivery system is required to be extremely dynamic, so the AGV needs to be dynamically scheduled. At the same time, the uncertainty in the delivery process (such as the meal preparation time) further increases the complexity and difficulty of AGV scheduling. Considering the influence of these two factors, the method of embedding a stochastic programming model into a rolling mechanism is adopted to optimize the AGV delivery routing. Specifically, to handle real-time orders under dynamic demand, an optimization mechanism based on a rolling scheduling framework is proposed, which allows the AGV’s route to be continuously updated. Unlike most VRP models, an open chain structure is used to describe the dynamic delivery path of AGVs. In order to deal with the impact of uncertain meal preparation time on route planning, a stochastic programming model is formulated with the purpose of minimizing the expected order timeout rate and the total customer waiting time. In addition, an effective path merging strategy and after-effects strategy are also considered in the model. In order to solve the proposed mathematical programming model, a multi-objective optimization algorithm based on a NSGA-III framework is developed. Finally, a series of experimental results demonstrate the effectiveness and superiority of the proposed model and algorithm.

Total Quality Management Practices and Customer Satisfaction in Hotel Industry: A Case Study of Selected Hotels in Makindye Division, Kampala District

Total Quality Management Practices and Customer Satisfaction in Hotel Industry: A Case Study of Selected Hotels in Makindye Division, Kampala District

The Relationship Between Total Quality Management and Customer Satisfaction Through the Mediation of Employee Performance

The increasing competition in the global market, driven by globalization and technological advancements, has caused many companies to face challenges in maintaining their market position. As a result, effective quality management systems are essential to enhancing employee performance and delivering high-quality products and services to satisfy customers. This study aims to analyze the effect of Total Quality Management (TQM) implementation on employee performance, the influence of employee performance on customer satisfaction, and the mediating role of employee performance between TQM and customer satisfaction. The research was conducted on companies certified with ISO 9001:2015, using questionnaires filled out by 80 respondents. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that TQM significantly improves employee performance, positively affecting customer satisfaction. Additionally, TQM directly enhanced customer satisfaction, with employee performance as an effective mediator in this relationship. These findings suggest that improving TQM practices and employee performance can substantially increase customer satisfaction. The study provides recommendations for companies in Indonesia to optimize TQM implementation, aiming to enhance both employee performance and customer satisfaction.

Projected Customer Growth Rate of Hospital Pharmacy Installation in Blitar from 2021 to 2023

Quality of pharmaceutical services can be measured by the performance of the Blitar General Hospital Pharmacy Installation which focuses on customer growth rates. This study aims to determine the growth rate of outpatient and inpatient customers of the Blitar General Hospital Pharmacy Installation from 2021 to 2023. This research uses a qualitative descriptive approach. Data were collected through in-depth interviews, observations, and document studies, which were then analyzed using a qualitative approach. The results showed that the total customer growth rate increased over time; in 2021, there were 12,786 customers; in 2022, there were 44,833 customers; while in 2023, there were 58,850 customers

Pricing a product with network effects for sale to a fixed population of customers

AbstractWe consider a deterministic dynamic pricing problem for a product that exhibits network effects and that is sold to a fixed heterogeneous population of customers. We begin by introducing a demand model wherein those customers are arrayed over two‐dimensional space according to a bivariate probability distribution. Each customer's location in space provides a description of that customer's intrinsic value for the product as well as the extent to which the customer is influenced by the network effect. In the pricing problem, as sales accumulate over time, the set of customers who have already purchased the product grows, while the set of customers who have not yet purchased the product shrinks. The total customer population remains fixed. Those who have not yet purchased constitute the remaining population of potential buyers of the product. As time moves forward, the mix of customers that remain as potential buyers evolves endogenously. The demand model yields a geometric interpretation of the remaining population of potential buyers, and gives rise to a dynamic program with states that are sets in two‐dimensional space. It is not practical to solve the dynamic pricing problem to optimality, so we present bounds and comparative statics results that help us identify tractable heuristics and obtain rigorous performance guarantees. In numerical experiments, we find that fixed‐price policies may perform poorly, especially when the network effect is strong or the time horizon is long. We also introduce a stochastic version of the problem that uses a spatial Poisson process to describe the customers, and we develop and analyze a heuristic approach for that formulation.

Bi-Objective Mixed Integer Nonlinear Programming Model for Low Carbon Location-Inventory-Routing Problem with Time Windows and Customer Satisfaction

In order to support a low-carbon economy and manage market competition, location–inventory–routing logistics management must play a crucial role to minimize carbon emissions while maximizing customer satisfaction. This paper proposes a bi-objective mixed-integer nonlinear programming model with time window constraints that satisfies the normal distribution of stochastic customer demand. The proposed model aims to find Pareto optimal solutions for total cost minimization and customer satisfaction maximization. An improved non-dominated sorting genetic algorithm II (IMNSGA-II) with an elite strategy is developed to solve the model. The model considers cost factors, ensuring that out-of-stock inventory is not allowed. Factors such as a carbon trading mechanism and random variables to address customer needs are also included. An entropy weight method is used to derive the total cost, which is comprised of fixed costs, transportation costs, inventory costs, punishment costs, and the weight of carbon emissions costs. The IMNSGA-II produces the Pareto optimal solution set, and an entropy–TOPSIS method is used to generate an objective ranking of the solution set for decision-makers. Additionally, a sensitivity analysis is performed to evaluate the influence of carbon pricing on carbon emissions and customer satisfaction.

Corruption, Funding Structure and Bank Lending of Dual Banking System

The main objective of this paper is to examine the interaction effect of political turmoil on the relationship between funding structure and bank lending behaviour of Islamic (IBs) and Conventional banks (CBs). Political turmoil is measured by corruption (CPI) and election year (ELY) while the funding structure is measured by Total Customer Deposits (TCD) and Total Bank Deposits (TBD). We conducted a panel analysis of Islamic and conventional banks to ascertain whether the funding structure of Islamic banks can sustain financing supply and whether its growth is higher than conventional bank lending growth in times of political turmoil. Using the matched-pair technique, this study utilizes a panel sample of 58 Islamic banks and 58 conventional banks from 18 dual-banking countries from 2006 to 2017. The generalised Method of Moments (GMM) is used to deal with the endogeneity and heterogeneity issues. We observed that corruption and elections affect the amount of lending/financing given to IBs and CBs. The study found that TCD hinders the growth of credit supply for both IBs and CBs during elections. Nevertheless, TBD did not have any influence on bank lending. The study on interaction reveals that political turmoil has affected the relationship between funding structure and bank lending for Islamic and conventional banks. These findings contribute to supporting the Islamic banking system's involvement in financial and economic stability. This suggests that corruption is influencing the funding structure within the banking system, which in turn affects the availability of credit from banks. Future research could investigate whether the governance by the bank’s management leads to credit supply efficiency.

Peningkatan Kesadaran Masyarakat Terhadap Pengelolaan Sampah RT 57 Kelurahan Graha Indah, Balikpapan

Rukun Tetangga (RT) 57 in Graha Indah sub-district is an area that faces waste problems. Based on the results of the initial field observations, the main waste-related problem in the RT 57 Graha Indah area is the lack of awareness of residents in proper waste management. Therefore, an initiative is required to increase the community's awareness of waste management. The provided solution to reduce this problem is the waste bank and composting programme. The method used in this community service is a mentoring method in waste bank activities, including the utilisation of inorganic waste by selling waste to waste collectors to generate revenue and improve the community's economy. In addition, assistance is carried out in the composting programme. As a result of waste bank activities, residents actively collect and sell waste with a total customer fund of IDR 150,000. In the composting programme, after 1 month, the organic composting is ready for use. The results of the programme evaluation also showed that there was an increase in the RT 57 community's understanding of waste management by 42-54%.

Advancements in diabetic foot insoles: a comprehensive review of design, manufacturing, and performance evaluation.

The escalating prevalence of diabetes has accentuated the significance of addressing the associated diabetic foot problem as a major public health concern. Effectively offloading plantar pressure stands out as a crucial factor in preventing diabetic foot complications. This review comprehensively examines the design, manufacturing, and evaluation strategies employed in the development of diabetic foot insoles. Furthermore, it offers innovative insights and guidance for enhancing their performance and facilitating clinical applications. Insoles designed with total contact customization, utilizing softer and highly absorbent materials, as well as incorporating elliptical porous structures or triply periodic minimal surface structures, prove to be more adept at preventing diabetic foot complications. Fused Deposition Modeling is commonly employed for manufacturing; however, due to limitations in printing complex structures, Selective Laser Sintering is recommended for intricate insole designs. Preceding clinical implementation, in silico and in vitro testing methodologies play a crucial role in thoroughly evaluating the pressure-offloading efficacy of these insoles. Future research directions include advancing inverse design through machine learning, exploring topology optimization for lightweight solutions, integrating flexible sensor configurations, and innovating new skin-like materials tailored for diabetic foot insoles. These endeavors aim to further propel the development and effectiveness of diabetic foot management strategies. Future research avenues should explore inverse design methodologies based on machine learning, topology optimization for lightweight structures, the integration of flexible sensors, and the development of novel skin-like materials specifically tailored for diabetic foot insoles. Advancements in these areas hold promise for further enhancing the effectiveness and applicability of diabetic foot prevention measures.

Value Co-Creation Strategy Formulation for Tusuk Coffee to Enhance Customer Experience and Satisfaction

The research intends to identify Tusuk Coffee's issues, investigate the possible benefits of value co-creation as a strategic response, and make practical recommendations based on the findings. The study takes a mixed-methods strategy that combines exploratory and confirmatory research techniques. The data from this study were collected using two types of data: primary and secondary data. The primary data was collected using qualitative methods to be conducted with semi-structured interviews with 22 respondents through one-on-one interviews. Data analysis is carried out using qualitative data obtained from in-depth interviews as part of an exploratory phase to gather responses from customers. Subsequently, confirmatory analysis is conducted involving internal stakeholders, suppliers, and experts. The analysis employs thematic analysis, a method well-suited for various research designs. Using the 4P Marketing Mix model and the Value Co-Creation Canvas, the study assesses Tusuk Coffee's present strategies and suggests a customer-centric approach to value creation. The 4P Marketing Mix model was used to examine product, price, place, and promotion strategies. Value co-creation canvas creates a strategy that develops and delivers value by engaging deeply with its customers focusing on nine key areas: value proposition, company capabilities, company resources, the customer's job to be done, the customer's journey, the customer's resources, the customer's desired outcomes, the company's "total customer engagement" value, and the customer's experience value (in-use). This strategy's key elements include providing unique coffee experiences, leveraging digital platforms for community participation, and fostering individualized services to increase consumer loyalty.

How should Bank Syariah Indonesia respond to cyber-attacks? Churn, sentiments, and emotions analysis with machine learning

IntroductionThis study aims to identify the most popular topics and words in Twitter conversations regarding cyber-attacks on Bank Syariah Indonesia that occurred in May 2023. It also seeks to analyze the sentiments, emotions, and potential customer churn of netizens following cyber-attacks.ObjectivesThe objective of this study is to investigate the public's response to cyber-attacks on Bank Syariah Indonesia, focusing on identifying key topics, analyzing sentiments and emotions, and estimating potential customer churn.MethodThis study uses a qualitative method with a sentiment analysis approach utilizing Orange Data Mining software. The data comprises tweets collected from May 10, 2023, to May 24, 2023, using keywords such as “BSI” and “Bank Syariah Indonesia,” resulting in 30,014 tweets. Sentiment and emotion analyses were conducted to categorize tweets and identify the prevalent sentiments and emotions.ResultsThe analysis reveals that the words “BSI,” “Data,” and “Lockbit” are most frequently mentioned, indicating the relevance of the cyber-attackers who targeted Bank Syariah Indonesia. The sentiment analysis showed that 56% of the tweets were neutral and dominated by emotions of joy. The study also identifies a short-term potential churn rate of 1.60% for Bank Syariah Indonesia's total customer base, indicating the risk of customers switching to other banks.ImplicationsThe results highlight the importance of robust cybersecurity measures and quick response strategies for maintaining customer trust and satisfaction. Financial institutions, particularly banks, must prioritize information and technology security to prevent customer churn and ensure the continuity of their services.Originality/NoveltyThis study provides insights into public reactions to cyber-attacks on Islamic banks, emphasizing the role of sentiment and emotion analysis in understanding customer behavior. This offers practical implications for improving risk management and customer retention strategies in the banking sector.

Decision Support System for Ranking Active Waste Bank in Makassar City Using TOPSIS and VIKOR Methods

In the city of Makassar, there were initially around 1000 waste banks, but this number has decreased significantly, and by 2023 only 381 waste banks remain active. The decline in the number of waste banks is primarily due to the society's lack of knowledge regarding the utilization of waste banks. This research aims to rank active waste banks in Makassar using the MCDM (Multi-Criteria Decision Making) technique. Two MCDM methods will be utilized in this study: the TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) method and the VIKOR (VIseKriterijumska Optimizacija I Kompromisno Resenje) method. Both methods share a common goal of finding the closest value to the ideal solution, but they differ in their normalization and aggregation functions. TOPSIS calculates the criteria weight values first, followed by the criteria values, whereas VIKOR starts with the highest criteria values and then calculates the criteria weights. The results of this research indicate that some alternatives received the same ranking using TOPSIS and VIKOR methods. The criteria used to calculate data for Waste Banks are Operational Hours, Operational Schedule, Total Customers, Total Employees, and Amount of Collected Waste. These criteria are determined based on Regulation Minister of Environment and Forestry Republic of Indonesia Number 14 of 2021 concerning Waste Management at Waste Banks.

An boosting business intelligent to customer lifetime value with robust M-estimation

When a business concentrates too much on acquiring new clients rather than retaining old ones, mistakes are sometimes made. Each customer has a different value. Customer lifetime value (CLV) is a metric used to assess longterm customer value. Customer value is a key concern in any commercial endeavor. When there are variations in customer behavior, CLV forecasts the value of total customer income when the data distribution is not normal, and outliers are present. Robust M-estimation, a maximum likelihood type estimator, is used in this study to enhance CLV data. Through the minimization of the regression parameter from the residual value, robust Mestimation eliminates data outliers in customer metric data. With an accuracy of 94.15%, R-square is used to gauge model performance. This research shows that CLV optimization can be used as a marketing and sales strategy by companies.

Review Paper – “Customer Satisfaction In Footwear Industry With Special Reference To Mochi

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customer’s expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectation

Configuration of last-mile distribution networks for an encroaching manufacturer

AbstractThe surge of e-commerce has revolutionized distribution channels, escalating from simple single-channel frameworks to complex multi-channel and omni-channel networks. In particular developments in information technology and rising customer expectations have popularized the transition from multi- to omni-channel distribution, where the classic brick-and-mortar stores can also be part of the omni-channel distribution strategy. This evolution poses intricate challenges for manufacturers, especially in the integration and optimization of these channels. Thus, there is a strong need for an in-depth analysis of how manufacturers navigate the transition across diverse distribution channels to meet the varying needs of different customer segments. To this end, we investigate single-, multi-, and omni-channel distribution strategies for the case of a manufacturer selling both standard and customized products to different customer segments with varying preferences. A central contribution of this research is the creation of an integrated optimization model that resolves a location-routing problem, designing a complex and realistic supply chain configuration suitable for an omni-channel distribution system. This model strategically serves to fragmented customer demands through multiple shopping and delivery options. The outcomes of our study indicate that an omni-channel distribution system is a viable approach, capable of serving more customer segments while simultaneously minimizing logistics costs. In addition, we offer a detailed analysis of the cost implications of in-store pickup versus home-delivery options, providing a comprehensive evaluation of their respective impacts on total logistics costs and customer responsiveness.

Total quality management implementation practices and customer satisfaction: the role of innovative employee behavior and employee empowerment

This study shed additional understanding on how Total Quality Management (TQM) practices affect customer satisfaction through the innovative behavior of employees. Based on quantitative data from the 5 Teaching Hospitals in Ghana, this study employed a multistage sampling procedure to analyze the relationship between innovative employee work behavior and total management commitment, Training and Education, Performance Management System, Supplier Management, and innovative employee work behavior. We find that these relationships are positive and that the relationship between TQM practices and customer satisfaction is mediated by innovative employee work behavior. In addition to theoretical contributions to the field of TQM and healthcare systems, these results have managerial implications for hospital professionals who work at prioritizing the adaptation of TQM practices.

Risk control of epidemic in urban cold-chain transportation

The COVID-19 pandemic has severely disrupted the daily running of urban logistics system, thereby increasing the resilience and health requirements in the design of sustainable logistics system. Most scientific contributions have enriched the knowledge of how to deal with viral infection threats from the external environment but ignored the virus transmission from fomites within the logistics system. This study designs an urban cold-chain logistic network with control strategies to reduce the epidemic risk caused by cold-chain fomites while concurrently balancing the total cost and customer satisfaction, which is modeled as a multi-objective vehicle routing problem (MOVRP). The control strategies are modeled by dividing customer points into small groups, and the virus transmission in populations is considered when evaluating epidemic risk. A multi-objective evolutionary algorithm with special initialization (MOEA-SI) is proposed to solve this problem. Simulation results show that all the strategies can efficiently reduce the epidemic risk with reasonable expense of total cost and customer satisfaction. The introduction of special initialization strategy enables the MOEA-SI to have good performance in balancing the three objectives. The above results can enrich the knowledge of how to deal with unexpected epidemics and help the scientific decision-making in sustainable urban management.