Total Customer Research Articles

Frontiers in Operations: Battery as a Service: Flexible Electric Vehicle Battery Leasing

Problem definition: The electric vehicle (EV) manufacturer NIO adopts a swappable-battery design and a battery-leasing business model known as battery as a service (BaaS). It recently introduced flexible battery leasing, which allows customers to temporarily up-/downgrade their primary leased batteries based on the needs for range. We investigate whether this business model innovation is viable, namely whether introducing flexible battery leasing in BaaS could benefit the manufacturer, the customers, and the environment compared with simple battery leasing. Methodology/results: Adopting a game-theoretical model, we find that introducing flexible battery leasing in BaaS can simultaneously improve the manufacturer profit as well as reduce the total customer cost and the total battery capacity. Such win-win-win outcomes generally occur for large high-capacity battery ranges and moderate high-capacity battery costs—both consistent with the ongoing trend in the EV industry and a model-calibration exercise. We further show that this key finding is robust for correlated regular and peak needs for range and when launching BaaS with flexible battery leasing and that if the manufacturer was to choose a high-capacity battery range for flexible battery leasing, it would choose one such that battery reallocation alone can meet all battery up-/downgrade demand without acquiring additional batteries. Managerial implications: Our findings confirm that flexible battery leasing can be a viable BaaS business model innovation and offer insights into when this may be the case. This insight strengthens the strategic support for EV manufacturers’ potential adoption of the swappable-battery design and the BaaS model, and it may inform their operating policies to implement flexible battery leasing. History: This paper has been accepted in the Manufacturing & Service Operations Management Frontiers in Operations Initiative. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2022.0587 .

Research on Path Optimization of Vehicle-Drone Joint Distribution considering Customer Priority

To meet the personalized distribution needs of customers, comprehensively consider customer value, the urgency of customer needs, and the impact of priority distribution to the customer on the enterprise, and based on regional restrictions, put forward vehicle-drone joint distribution path optimization problem considering customer priority. First, the goal is to minimize the sum of total distribution cost and customer priority cost integrating soft time windows and constructing a path optimization model of the vehicle-drone joint distribution. Second, a two-stage hybrid algorithm is proposed for the problem model. In the first stage, the deep neural network and the grid search improved support vector machine algorithm (DNN-GSM-SVM) are used to screen and classify customer priority features, and in the second stage, adaptive large-scale neighborhood search improved genetic algorithms (ALNS-GA) are used to solve the problem of vehicle-drone joint distribution path planning problem. Finally, combined with the numerical example, the optimization scheme of the vehicle-drone joint distribution path considering priority is analyzed. Compared with the three algorithms and error analysis, the effectiveness of the model and the two-stage algorithm was verified. Compared with the results of the scheme that does not consider priority, the results show that priority can significantly improve customer satisfaction. The efficiency of the vehicle-drone joint distribution was verified by comparing the three scenarios.

Analysis and Evaluation of the Business Innovation Strategy: A Case Study of Apple Inc.

Studying business innovation at Apple Inc. involves examining the company's past accomplishments and analyzing the strategies, processes, and underlying beliefs that underpin this innovation. This research tries to uncover the various factors contributing to Apple's success in introducing groundbreaking commercial innovations that consistently push the limits of the technology sector. This study did a comprehensive descriptive analysis to investigate information regarding Apple's business innovation through in-depth case study analysis. Apple's business innovation extends beyond tangible items to encompass the ecosystem and total customer experience. Apple revolutionizes our interaction with technology through its integrated strategy, emphasis on design, and astute market analysis. However, there are ongoing difficulties in sustaining levels of innovation, being competitive, and retaining client loyalty in this constantly evolving era.

An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

This study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of customer complaint handling within the healthcare industry of Jordan. The paper used a quantitative approach, by using PLS-SEM as an approach selected for data analysis. 417 valid replies were gathered. The results found a positive association between total quality management and service quality (p-value < 0.05), underscoring the significance of total quality management principles in improving the provision of healthcare services. The study demonstrates a significant correlation between service quality and customer retention, thereby validating the importance of delivering exceptional healthcare experiences in boosting customer retention. Moreover, it is imperative to acknowledge that the degree of service quality plays a crucial function in facilitating the connection between total quality management and customer retention (p-value < 0.05). Furthermore, it has been demonstrated that customer complaints handling serves as a mechanism for reducing the negative effects of service quality on customer retention. The results offer useful insights for healthcare managers in Jordan, underscoring the significance of integrating total quality management practice, improving service quality, and developing efficient procedures for handling complaints. These approaches are imperative in fortifying customer interactions and augmenting customer retention rates.

Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Nasabah

In this day and age, company competition is getting tougher, so companies must innovate to build consumer comfort for the services provided by the company.The purpose of this study is to analyze the effect of Service Quality and Corporate Image on Customer Satisfaction. Implementation of research on customers who use the services of the Setia Kawan Cepiring cooperative. The method used in this study is a quantitative research method. The sampling technique in this study was used as a sampling technique and a total of 100 respondents were obtained from 4235 total customers in 2022. Data analyzed through validity test with KMO and Component Matrix, reliability test with Cronbach alpha, and multiple regression analysis. The results showed that service quality variable has a significant positive effect on customer satisfaction and corporate image has a significant positive research effect on customer satisfaction. The better of service quality and corporate image will be following by, the higher customer satisfaction in the next period.

A Study on Overview of Fast-moving Goods

Customer satisfaction is an indispensable component of the Marketing function and it can be simply defined the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals. With many companies turning customer centric, customer satisfaction levels are measured and plans for its improvement are done by all most all the businesses. Satisfied customers usually buy more and buy frequently. Loyal customers also act best promotional source to new customers. They tend to bring in more and more new customers through word of mouth communication. The taste and preferences of consumer are changed often. Every customer in the market has his/her own Brand Preferences. Customers will be looking for certain attributes before purchasing the products i.e., FMCG. The top FMCG, or consumer packaged goods, companies are characterized by their ability to produce the items that are in highest demand by consumers and, at the same time, develop loyalty and trust towards their brands

Comparison between Total Contact Custom-Made Insole versus Over the Counter Insole in Rehabilitation of Rheumatoid Arthritis Patients

Objective To compare the effect of total contact custom-made foot insoles versus over-thecounter flat silicone insoles on pain and foot function in rheumatoid arthritis patients. Patients and Methods This study included 30 patients diagnosed with rheumatoid arthritis according to the 2010ACR/EULAR classification criteria. All underwent history, clinical examination of foot, plantar pressure assessment, pain assessment by visual analog scale (VAS), foot functionality, assessed by Lower Extremity Functional Scale (LEFS). Patients were randomly assigned to group (A) 15 patients which received total contact custom made insoles. And group B, 15 patients received a flat over the counter insole made of silicone, follow up was done after two weeks using VAS and LEFS scores. Results A total of 30 patients, aged 46.07 ± 10.78 years, with disease duration ranged from 2 – 18 years with Median (IQR) of 5.50, body mass index (BMI) ranged from 19.5 to 37 kg/m2 with mean ±SD of 29.01 ± 4.00. In both groups, significant difference in the VAS after using insoles, observed more in -group A with mean ± SD 22.67 ± 11.47, while mean ± SD of group B was 39.00 ± 14.04. Regarding LEFS score: significant improvement of the score ―improved lower limb functionality‖ in both groups after using the insoles, slightly higher in group B more than group A. No significant differences in functionality between the two groups (LEFS score after intervention for group A with Mean ± SD 40.13 ± 9.88, group B with Mean ± SD 43.20 ± 6.82). Conclusion The custom-made foot orthoses significantly reduced the patients’ foot pain, although they did not have significantly positive effects on disability and foot functionality compared with only cushioning.

Sistem Pendukung Keputusan Kelayakan Pemberian Kredit Nasabah Dengan Metode Electre

PT Hasjrat Abadi has collaborated with a financing institution to provide opportunities for vehicle ownership through credit facilities. The credit system offered by the financing institution can boost vehicle sales. However, before that, the lender must conduct a thorough consumer data analysis. This is crucial to ensure that potential customers can repay the approved vehicle loans, thereby avoiding the risk of loan defaults in the future. The process of consumer data analysis is time-consuming due to the abundance of documents involved. Additionally, field surveys are necessary to validate consumer data by applying the 5C Bank Principles (character, capital, capacity, collateral, and condition).
 Research Objective By implementing the Electre (Elimination and Choice Translation Reality) method in the decision support system, we can provide quick, accurate, and precise information to determine whether potential customers are eligible to purchase vehicles from PT Hasjrat Abadi through credit. This method utilizes the 5C Bank Principles (character, capital, capacity, collateral, and condition) to evaluate consumers. The method used is Research and Development (R&D), which aims to develop specific products and test their effectiveness.
 The research findings indicate that this system can enhance the services provided to customers at PT Hasjrat Abadi's branch in Gorontalo. Based on the data input by credit analysts, it was found that only 50 percent of the total potential customer data could be approved using the Electre method for credit applications. This facilitates faster, more accurate, and more reliable decision-making for customers.

THE IMPACT OF MARKETING FINANCIAL SERVICES ON CUSTOMER SATISFACTION (CASE OF UPTION COMPANY)

The global development taking place in various fields, especially the financial and economic ones, so the intense competition contributed to raising the financial services sector and innovating financial methods, methods and systems commensurate with this development. Hence this research came as it aims to study the impact of marketing financial services on the total customer satisfaction of financial institutions. The proposal for the study, using the questionnaire as a tool for the study directed to a sample of postal customers and in Uption Company. It was concluded that there is a significant effect of the elements of the marketing mix on satisfaction. The customer, but to varying degrees, the most important of which are the distribution components (delivery offices, the spread of representative offices of the company, the speed of the systems used, electronic applications for dispatch and delivery ...), the process (especially systems for protecting personal and financial data of customers), and physical evidence (office air conditioning, the ceiling of transmission and delivery, The extent of liquidity...), promotion (advertisement, personal selling, website, availability of service, abundance of cash...), individuals (good reception, speed and efficiency of service performance...) then each service and the price or commission imposed on this service . KEYWORDS: Customer Satisfaction, Marketing Mix, Financial Services, Service Quality,

The impact of non-performing loans on bank lending behavior before and amid COVID-19 Pandemic

The main objective of this study is to assess the impact of non-performing loans on bank lending behavior before and amid the COVID-19 pandemic. To do this research we have chosen fifteen private commercial banks in Bangladesh and data were taken from the year 2012 to the year 2021. Credit growth as a component of bank lending behavior was selected as the dependent variable and independent variables are non-performing loans to total loans, provision for loan losses to total loans, gross domestic product (GDP) rate, inflation rate, unemployment rate, total loans to total customer deposit, total equity to total asset, tier 1 ratio, growth of customer deposits, the dummy variables are used for incorporating the effect of covid-19. The paper suggests that NPL to total loan, provision for loan losses to total loan, total equity to total asset, and dummy variables (effect of covid-19 on NPL) are found statistically significant and inversely related to credit growth. Another three variables namely total loan to total deposit, deposit growth, and inflation variables are statistically significant and positively related to credit growth. All of the significant variables are consistent with general economic theory except the case for total equity to the total asset. To reduce non-performing loans, the banks may concentrate on improving corporate governance, maintaining strong loan review, thoroughly reviewing the KYC form, must ensure safety principles before approving a loan, collecting information from the CIB, accepting adequate collateral, examining the five C’s, name lending and connected party lending should be strictly prohibited which are quite related with behavioral and judgmental issues, would be a matter of further research.

The Impact of Inventory Managementon Customer Satisfaction at Apotik Global Medan

One of the most important aspects of any business is inventory management. While inventory management has always been important, it has become more important over the past several decades. Inventory management has issues that affect customer satisfaction levels. Many large retailers are expecting manufacturers to provide them with perfect order deliveries. The writer will conduct research in Apotik Global Medan. Apotik Global Medan is a family business whose core business is a drug store which provide many kind sof medicines for individulas, hospitals, and doctors’ prescriptions. When the customers order and look for the medicines, the products are not available and the customers will feel dissapointed with the unavailability of the medicines they need. The problem identifications are Is there any impact between inventory management and customer satisfaction at Apotik Global Medan? How strong does the impact of inventory management on customer satisfaction at Apotik Global Medan? In research design, the population that the writer will use the most error inputs which are occured in July, August, and September 2013, the total customers in July, August and September 2013 of Apotik Global Medan are 800 people. The writer will use 10% of 800 people is 80 customers. In analyzing data, the writer used some methods such as statistics, validity test, reliability test, normality test, correlation test, determination test, linier regression, and hypothesis test. According to the result calculation data through the answers of the respondents, the writer got the result of 0.78 which inventory management has a strong towards customer satisfaction at Apotik Global Medan. From the calculation of hypothesis test, zcount= 7.09.The zcount > ztable (7.09>1.96), This means the Null hypothesis (Ho) is rejected. Inventory Management do have impact on customer satisfaction at Apotik Global Medan.

On Point Predictions and Reference Dependence in Behavior-Based Pricing Experiments


 
 
 It has been shown that the comparative static results of two-period behavior-based pricing models hold in laboratory experiments, while point predictions do not. This study aims to check whether these findings replicate and to evaluate why observed prices deviate from point predictions. We report observed prices in conformity with point predictions through: (1.) a uniform pricing benchmark, (2.) a replication of a behavior-based pricing experiment, and (3.) a follow-up experiment in which we consider the second period disjointed from the first period. By disjoining the two periods, we show that reference dependence toward first-period prices shifts the second-period pricing behavior of participants upwards. In a post hoc analysis, we show that considering consumers' myopic instead of strategic explains a downward shift in first-period prices and rationalizes prior experimental findings. Volatile price levels affect price-based welfare measures – such as seller profits and total customer costs. We show that transport costs are a robust welfare measure that alleviates the impact of distorted prices. Ultimately, our findings are relevant for the design and assessment of multi-period pricing experiments.
 
 

Total Quality Management Practice on the Performance of Commercial Banks: Case of Sidian Bank Kenya Limited

In an effort to boost performance, Sidian Bank Kenya has been implementing quality management practices. However, the bank has faced difficulties as a result of demotivated employees and employees leaving the company in search of better opportunities. The bank hasn't even met the goals it set for itself, despite putting these total quality management measures into place. As a result, the study mostly looked into how Sidian Bank's performance in Nairobi City County, Kenya, is influenced by total quality management practices. A descriptive research design was used in the study. The Kenyan Sidian Bank was the focus of this study, and 66 managers and support staff were among the respondents. There were 66 respondents to the census. The questionnaires that were given to all of the respondents were used to collect the primary data. Despite not being a part of the final study, the pilot study included 10 bank employees who provided responses to the survey. The quantitative data shown in tables and figures was examined using descriptive statistics such as mean and standard deviation. Multiple regression analysis was used to establish the link between the variables. According to the study, continuous improvement, staff empowerment, top management commitment, and customer orientation all had a substantial impact on Sidian Bank performance. The study came to the conclusion that the goal of continuous improvement is to give employees the tools they need to deal with problems and gradually improve their work processes' effectiveness. Employee motivation has been shown to rise in direct correlation with employee empowerment through increased autonomy. Through its leadership and commitment to the overall quality management goal of customer satisfaction, top management fosters an organizational culture that places a priority on total quality and customer happiness, which in turn increases employee empowerment and job satisfaction. By implementing the appropriate management framework and customer-focused institutions to enhance business performance, customer orientation enables the bank to forge close relationships with its customers and generate revenue. The study suggested that the Bank set attainable objectives for the successful implementation of continuous improvement in order to reduce stress and maintain employee engagement on the successful path. By regularly soliciting and acting on feedback from employees, the bank should give them a voice and give them opportunities to advance through more autonomy, more responsibilities, or even a completely new position. In order to set an example and provide individuals with high-quality processes that they can use, the bank needs the commitment and engagement of its top managers across the board. The bank's customer orientation strategy should be viewed as a customer relationship management tool that aims to guarantee management of target customers and available capital in order to generate sustainable profits over the long term.

Design Of Web-Based Coffee Sales System (Case Study: CV Cahaya Abadi)

In this era of interconnectedness, technological progress occurs very quickly. One technology that istrending and has been widely accepted by almost everyone around the world is e-commerce. However, in Indonesiaitself, there are still many businesses that are still done conventionally, such as CV. Cahaya Abadi. This causesbusiness processes to not work efficiently, especially during transaction processing. Another problem is the lack ofreporting tools that accurately reflect performance indicators such as total customers and total sales volume, so thatcompany performance cannot be monitored. The purpose of this research is to create an integrated web-based salessystem that is intended as an integrated sales system that has various features for users and allows Cahaya Abadi tomanage the entire business in one place in a structured manner. In this study, the waterfall method is used as adevelopment method. The result of this research is a web-based sales system that is expected to be useful for salesmedia and transaction monitoring. Based on the results, the percentage of the overall quality of the sales system is84%, so this system is feasible for mass use.

The Role of the Principles of Total Quality Management in Improving the Quality of Health Service: An Analytical Study in the Iraqi Ministry of Health

The current research aims to provide a theoretical and practical framework linking the requirements of total quality management and the dimensions of health service quality, as well as spreading awareness of the concepts of total quality management and customer satisfaction in an Iraqi service environment, represented by the Iraqi Ministry of Health by describing the variables of the study and diagnosing those variables represented by principles (Total quality management and dimensions of health service quality) in the ministry under study, and for the purpose of collecting data, a questionnaire was designed from two axes. Tangibility, response, sympathy, dependability, and that through the ready-made measures for both variables, and for the purpose of analyzing the data, the statistical program (SPSS V.26) was used by relying on the statistical tools represented by arithmetic mean, standard deviation, simple linear regression, regression multi-linearity, Kropenach alpha, relative importance, and a number of conclusions were reached, the most important of which is the presence of positive indicators that the requirements of general quality management. All matters are necessary to achieve the quality of service in the ministry under study. Accordingly, the researcher recommends the Ministry of Health to pay attention to the requirements of total quality management, as these requirements are necessary to achieve the quality of health service in the ministry, and thus achieve patient and employee satisfaction.

Using Economic Links between Firms to Detect Accounting Fraud

ABSTRACT We explore whether accounting fraud can be detected using the information of firms economically linked to a focal firm. Specifically, we examine whether customer information disclosed by a supplier firm, combined with customers’ accounting information, helps to detect the supplier’s revenue fraud. We first confirm the economic link between the supplier and customers by showing a strong positive correlation between the supplier’s sales growth and the growth rate of total customer purchases. We then introduce two variables based on customer accounting information—the discrepancy between supplier sales growth and customer purchase growth and customer excess purchases—and show that they are predictive of supplier revenue fraud. We conduct a battery of cross-sectional tests and generally find results to vary cross-sectionally in a predictable way. Finally, the out-of-sample tests indicate that adding the two variables to Dechow, Ge, Larson, and Sloan (2011) model increases fraud prediction accuracy. JEL Classifications: G14; M40; M41; M42.

Evaluating ASEAN and EU Banking Sector Efficiency Using DEA (Data Envelopment Analysis)

Abstract. This study compares ASEAN and EU banking efficiency using Data Envelopment Analysis (DEA) and an intermediary approach. Three input variables (staff expense, fixed assets, total customer deposits) and two output variables (loans to customer and operating income other than interest) are analyzed using RStudio and R. EU and ASEAN banks had efficiency scores of 0.7 and 0.65, respectively, showing opportunity for improvement. Based on cost analyses, ASEAN banks are more efficient than their EU counterparts. Inefficiencies occur when output surpasses input or is much lower than another output variable. However, both regions may improve banking efficiency to do better. The 10-year trends exhibit oscillations, showing that regulatory issues affect banking efficiency. Stricter laws, higher capital requirements, and risk management changes may have hampered ASEAN credit. The dynamics and objectives of the EU and ASEAN economic blocs shape their financial systems. ASEAN is working toward regulatory convergence, while the EU has integrated and harmonized more. To maintain a stable and efficient financial industry, the region's banks must adapt to changing economic landscapes, technological advances, and mounting challenges. Keywords: ASEAN, bank performance, data envelopment analysis, efficiency, EU

Permasalahan Kredit Perbankan Syariah: Analisis Manajemen Risiko Kredit di Bank Muamalat Manado

This study describes the effectiveness of credit risk management at Bank Muamalat. The research was conducted at Bank Muamalat Manado. Researchers used qualitative research methods with a descriptive approach. The primary data was collected using semi-structured interviews with Bank Muamalat Manado, and then a three-stage analysis was carried out, data reduction, presentation, and decision-making. Researchers found effectiveness in controlling credit risk at Bank Muamalat. This can be proven by the significant decrease in 2018-2019, namely from 226 to 117 total customers with problems. In addition, researchers also found that in 2020-2021, 198 to 184 total customers with problems. There are two ways of controlling credit risk applied by Bank Mualamat. First, the selection of four criteria, namely personality, psychology, capacity, capital, collateral, and situation. Second, so there are no troubled customers, the bank takes four stages: voluntary payments, AYDA, WO, and collateral auctions. Both of these methods are very important to reduce the occurrence of non-tearing financing. However, credit risk at Bank Muamalat can arise if the evaluation of potential clients and financing strategies from financial institutions are not strict.

Long-term forecasting for growth of electricity load based on customer sectors

The availability of electrical energy is an important issue. Along with the growth of the human population, electrical energy also increases. This study addresses problems in the operation of the electric power system. One of the problems that occur is the power imbalance due to scale growth between demand and generation. Alternative countermeasures that can be done are to prepare for the possibility that will occur in the future or what we are familiar with forecasting. Forecasting using the multiple linear regression method with this research variable assumes the household sector, business, industry, and public sectors, and is considered by the influence of population, gross regional domestic product, and District Minimum Wage. In forecasting, it is necessary to evaluate the accuracy using mean absolute percentage error (MAPE). MAPE evaluation results show a value of 0.142 % in the household sector, 0.085 % in the business sector, 1.983 % in the industrial sector, and 0.131 % in the total customer sector.

DIGITAL MARKETING STRATEGY THROUGH SOCIAL MEDIA IN INCREASING THE SALES OF THE FLOWER BUCKET BUSINESS IN SERANG

A marketing Strategy is a series of integrated actions towards a sustainable competitive advantage. Meanwhile, marketing strategies and tips from the seller's point of view (4P) are a strategic place (place), quality product (product), competitive price (price) and vigorous promotion (promotion). Total customer satisfaction is the ultimate goal and marketing strategy concept (Total Customer Statistics). Flower bouquet marketing strategy by utilizing social media the study aims to find out how the marketing strategy for a digital flower bouquet business through social media is to increase sales and what are the obstacles and challenges to marketing flower bouquets by utilizing social media. The research method used is qualitative, The results of the study explain that increasing the sales results of flower bouquet entrepreneurs in Serang City with social media marketing strategy steps for small-scale businesses using WhatsApp, Instagram and Facebook, namely: social media marketing strategies by building credibility, attracting potential customers, building relationships on social media, sharing content, create valuable content, use good and interesting images, crowdsource interesting and authentic content, participate in online groups and communities, use social media as a space to have interesting conversations and limit social media platforms