Ultimate Customer Research Articles

A CASE STUDY ON THE SURVEY BASED RESEARCH OF CUSTOMER’S CHOICE OF TOOTHPASTE IN RAJASTHAN’S POPULATION

Toothpastes are essential part of dental hygiene and help prevent multiple and widespread tooth and gum diseases. The customer’s choice of toothpaste sheds light on this knowledge of dental hygiene among the customers of various ages, sexes, ethnicity, financial statuses, geographical locations, etc. In present article, a survey was conducted among 300 people from different parts of Rajasthan. The questionnaire used was kept consistent and covered various aspects to generate ultimate customer satisfaction, while assessing future needs and satisfaction level of consumers. Results have been evaluated with the help of pie charts and further evaluation and studies on them have been done to give detailed conclusion. The information can help understand the type of oral hygiene methods that patients feel comfortable to approach and use. It can also help to understand the knowledge level of patients regarding dental hygiene.

Determinants of Customers’ Trust in Ayurvedic Products – A Review

Purpose: This study focuses on the process from initial curiosity to ultimate consumption in order to examine the elements influencing customer behaviour in the purchase of Ayurvedic products. Due to its holistic approach, perceived value, personal conventions, and customer intimacy goals of the manufacturing firms, the traditional medical system known as Ayurveda has become more popular in contemporary culture. The goal of the study is to comprehend how these elements affect consumer trust, which in turn affects buy intent and ultimate customer behaviour. In essence, it looks at the entire process of how customers interact with and choose Ayurvedic products, emphasising the crucial role that trust plays in this situation. Design/Methodology/Approach: Secondary sources are used in the current study to obtain information. These sources cover a wide spectrum of published works, including books, journals, magazines, books, papers, and exploratory articles. The study made use of well-known academic databases including Google Scholar, ResearchGate, and ScienceDirect to get access to this data. In essence, the research uses scholarly sources and current information to influence its goals and conclusions. Results/ Findings: Manufacturers of Ayurvedic products must take into account the intricacy of the factors that influence customer purchase behaviour. Businesses can modify their product offers by carefully examining the many factors that affect consumers' decisions when it comes to herbal items. This analysis enables marketers to effectively customise their strategies and more successfully advertise their products. Originality/Value: Drawing on the body of existing information, this review analyses the various elements that influence customers who use Ayurvedic products in their purchasing decisions. Its goal is to give producers and marketers insightful information that will assist them better understand the elements that affect consumers in this sector. Armed with this information, companies may create focused marketing plans to effectively advertise Ayurvedic products, ultimately resulting in higher sales and profitability in this market sector. Type of Paper: Review of Literature.

A Critical Assessment of the Distribution Strategies Employed in the Marketing of Petroleum Products

The distribution of petroleum products holds significant importance within the global energy sector, carrying extensive ramifications for both corporate entities and end-users. The objective of this study is to conduct a thorough assessment of the distribution tactics utilized in the marketing of petroleum products. The research involves several phases of the distribution process, ranging from the supply chain to the ultimate customer. The petroleum sector is characterized by a multitude of intricacies, including aspects such as fluctuating pricing, geopolitical considerations, environmental apprehensions, and the escalating need for sustainable alternatives. Therefore, it is imperative for petroleum businesses to develop and modify their distribution methods to maintain competitiveness and satisfy the changing demands of consumers. This study explores the many strategies employed in the dissemination of petroleum products, encompassing conventional systems involving pipelines, refineries, and gasoline stations, as well as contemporary ways that integrate digital technology, alternative fuels, and ecologically sustainable measures. The key findings of the study suggest that the efficient distribution of petroleum products is contingent upon several elements, including geographical location, infrastructural availability, regulatory frameworks, and consumer behavior patterns. It is apparent that a standardized method is not feasible, and organizations must customize their distribution tactics to accommodate the distinct requirements and limitations of individual markets. This study also investigates the impact of digital technologies, such as data analytics, Internet of Things (IoT), and automation, on the optimization of distribution networks. Moreover, it highlights the growing significance of sustainability and environmental accountability in distribution tactics, namely in response to customer preferences for cleaner and more environmentally friendly fuel alternatives. In summary, this study emphasizes the fluidity of distribution techniques within the petroleum sector. It is imperative for companies to maintain adaptability, ingenuity, and receptiveness towards market fluctuations, while concurrently striving to incorporate technology and sustainability into their distribution procedures. A comprehensive comprehension of the intricacies of distribution within the petroleum industry is vital for enterprises seeking to prosper in an always developing energy milieu.

E&P Notes (August 2020)

E&P Notes (August 2020)

Study on Factors Delaying Lead Time in the Apparel Supply Chain Management: A Case Study on the Order of Execution Strategies of a Garment Factory in Bangladesh

Bangladesh garments industry is searching out for ways to reduce lead time during apparel order execution for many rational reasons among which buyer's satisfaction, achieving target shipment date, and building a stable sector are some mentionable motives. One way to abridge lead time is to identify and analyze the root causes to delay in the approval period. Lead time refers to the time in between receiving order and dispatching to buyer. A number of reasons are responsible for delayed lead time. For instance, factory capacity, poor work force, raw material supply, wrong understanding about product details, miscommunication among inter-departments, longer approval period, lack of proper planning, submission of poor quality items, re-work, and re-submissions, etc. Among all of these reasons listed, longer approval period, submission of poor quality materials, re-work, and raw materialsupply hold the utmost importance. This study was based on the investigation of the abovementioned factors that reasonably delay lead time. A compliant garments industry was selected that receives order from a renowned buying office located in Germany. The ultimate customer of that buying office is also located in Germany who operates a number of lucrative stores in several countries in the globe. The study was carried out for an order with a quantity of 73,890 pcs. Results evinced that, due to longer approval period for submitted material (i.e., metal button, first styling sample), up to 24 days’ extension are required to extend for order execution. Besides, submission of poor quality sample and re-work (i.e., print strike-off, size set, and lab dip sample) lead up to 22 days extension. The raw material (i.e., fabric and trims) in-house period also delayed the total period. For the total order shipment, it required 45 days’ extension with respect to the given shipment date.

Get connected with your Takaful representatives

PurposeMarketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions.Design/methodology/approachA self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data.FindingsThe current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image.Research limitations/implicationsThe present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses.Practical implicationsIt is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry.Originality/valueThe model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.

INCREASING THE PROCESS CYCLE EFFICIENCY OF A MEN TROUSERS ASSEMBLY LINE

Value is known as the price which the customer is ready to pay for and the value is defined by the ultimate customer. Eliminating the waste is important for reduction of costs and meeting the demands of customers in short delivery times. Process Cycle Efficiency(PCE) is defined as the measurement of the amount of value-added time in a process. In this study, the PCE of men trousers assembly line was tried to be increased. To achieve this aim, the value stream map of the line was examined. Overall equipment efficiency (OEE) values of the operations were calculated and the operations with OEE values under 90% were selected and improvement activities were defined. At the end of these activities, total process lead time and work in process(WIP) stocks decreased and PCE increased from 0,9% to 1,5%.

Formulation of Substantial Natural Flavors from Plant Materials for Food and Beverage Industries

Ten plant species, Cuminum cyminum seed, Foeniculum vulgare seed, Trachyspermum ammi seed, Nigella sativa seed, Coriandrum sativum seed, Aframomum corrorima fruit, Zingiber officinale rhizome, Cinnamomum aromaticum bark, Rosemary officinalis leaf and stem, and Thymus schimperi leaf, which are traditionally used as spices in Ethiopia were hydrodistilled to isolate their volatile constituents in order to identify their character-impact odorants. These spices comprise of 4%, 5.5%, 4%, 0.8%, 0.3%, 2%, 1%, 0.5%, 1.2% and 0.7% essential oil by mass. The GC-MS analysis of these essential oils obtained from these ten species led to the identification of 64 compounds. Twenty-three formulations were developed, of which 16 were from powdered spices to flavor bread (food) while the remaining seven were obtained from essential oil for flavoring bread and local areki (beverage). The flavor characteristics of these formulated samples were investigated by using GC-MSD and descriptive sensory analysis techniques. The key aroma impact compounds in each flavor were detected and the ultimate customer sensory taste of the products was determined for all samples. Results from the organoleptic evaluations of bread samples showed that the flavors prepared by adding essential oils of Foeniculum vulgare, Cuminum cyminum, Aframomum corrorima, Nigella sativa, and Trachyspermum ammi after fermentation had highest overall acceptability. Furthermore, local areki comprising of formulas developed from oil samples obtained from Foeniculum vulgare and Coriandrum sativum had better overall acceptability.

Integrating 5S Principles as a Strategy for Improving Clothing Manufacture

The supply chain in the clothing is continuously influenced by internal and external competition. The industrialisation of the industry continues to impact all stakeholders throughout the world. Competition is rife in terms of value-add, quality, delivery dates and cost. Many of the manufacturers continue to operate without any kind of strategy to improve current conditions. Market share is being transferred outside the boundaries of the country. The retail industry maintained its impetus in terms of supply to the ultimate customer but the sourcing of finished products moved towards the east primarily due to cost competitiveness. In order to improve the current status, 5S principles may be implemented as a competitive strategy. This simple re-organisation of the workplace would significantly improve ergonomics in its totality, thereby creating an environment that is conducive for productive machine operation. It may be used as a competitive strategy that would cultivate strength in manufacturing capabilities. This paper evaluates current paradigms and implements 5S principles as a means of improvement through a case study in one organisation. Data regarding certain aspects were gathered from 45 clothing manufactures in the Kwa-Zulu Natal area.

Evaluacija efikasnosti funkcionisanja lanca vrednosti preduzeća kao kriterijum za izbor uspešne tržišne strategije

Nowadays, an important issue, taken up by both researchers and practitioners in the field of business management, is to find whether an applied method of value creation produces the anticipated effects (value added), not only from the perspective of the enterprise itself, but most of all, from the point of view of the ultimate customer. The aim of this article, on the basis of a profound analysis of literature on the subject being conducted, is to present an interpretation of the term of efficiency, which is explained differently and examined in relation to the given perspective (area of science). Moreover, in the article, there is an interpretation of the term of an efficient value chain of an enterprise given; in addition to that, various types of applicable approaches to the efficiency evaluation of a value chain of a business are presented, in a synthetic manner. Apart from showing several approaches, different criteria, which can be used while making an appraisal of efficiency of a value chain at different levels, were also depicted. This topic was taken up by the Author, taking into consideration the growing importance, which business managers attach to the implementation of measurement and assessment of efficiency of a value chain. It is an important problem from the perspective of selection or preparation of a successful model, allowing for a multidimensional evaluation of efficiency of management of the existing value chain of an enterprise, as well as the decision-making associated with the choice of a type of strategy, which would result in a company gaining or maintaining the competitive advantage in the market.

Creating Ultimate Customer Loyalty Through Loyalty Conviction and Customer-Company Identification

Why do customers’ attitudinal loyalty fail to predict their behavior? More importantly, what creates such latent loyalty? We attempt to answer these questions by examining the antecedents and outcomes of loyalty conviction, which represents the inherent strength/uncertainty in a customer’s attitudinal loyalty. For deep attitudinal loyalty (i.e., conative loyalty), the findings suggest that customer satisfaction creates loyalty held without conviction. In contrast, customer-company identification creates loyalty held with conviction. Importantly, attitudinal loyalty without conviction loses its ability to predict behavior when situational and competitive barriers are present whereas loyalty with conviction maintains a predictive relationship with behavior despite the same barriers.

The effect of supply chain collaboration on supply chaıin performance

Purpose- The purpose of this study is to to analyze the relationship between Supply Chain Collaboration (SCC) and Supply Chain Performance (SCP). Methodology- A conceptual model with theoretical basis is developed as a causal model that can be operationalized using Statistical Package for the Social Science (SPSS). Positive relationships between SCC and SCP is hypothesized and tested with regression analyses. Findings- SCC has significant and positive relation with SCP, which means SCC may help to increase organization’s SCP related with ultimate customer. Conclusion- The appetite for meeting and exceeding customers’ demands, achieving high customer satisfaction drives organizations from competition to collaboration. SCC is becoming more important than ever to achieve better performance in supply chain between partners. According to study results, SCC has positive effect on SCP. Organizations may increase the SCP by having SCC between supply chain partners.

Service supply chain coordination factors: the case of Saudi Arabian hospitals

Service supply chain combines the management of information, processes, capacity, service performance and funds from the earliest supplier to the ultimate customer. This study explores the need for supply chain coordination required to deliver services for healthcare industry. Building on prior research, this study looks quantitatively at the interplay of service supply chain coordination factors (i.e., accessibility, affordability and awareness) and their influence on hospital performance. Hence, empirical research in an emerging economy such as the Kingdom of Saudi Arabia was selected to test the predictive relationship between service supply chain coordination factors and performance. The findings from this study show that from the three predictive relationships tested, performance of hospitals was challenged by the increasing lack of service awareness built in the industry.

Comparison Of Periodic-Review Inventory Control Policies In A Serial Supply Chain

Tedarik zinciri yonetimi, dogru urun veya hizmetlerin mumkun olan en iyi kalitede, dogru zamanda, dogru yerde ve uygun fiyatli olarak musterilere sunulmasini saglamakta ve bu sayede musteri tatmininin arttirilmasina yardimci olmaktadir. Tedarik zinciri icerisinde farkli kademelerde stok bulundurulmaktadir. Tedarik zinciri surecinde etkili ve etkin bir stok yonetimi, musterilere sunulan hizmetleri iyilestirilmesini saglamaktadir. Tedarik zinciri maliyetlerinin icerisinde onemli bir paya sahip olan stok maliyetlerinin azaltilmasi urun veya hizmetlerin daha uygun fiyatlarla musterilere sunulmasina yardimci olmaktadir. Bu calismada seri tedarik zincirinde, (R,S) ve (R, S, Qmin) stok kontrol politikalarinin karsilastirilmasi amaclanmistir. Bu stok kontrol yontemleri uygulandiginda, toplam tedarik zinciri maliyetlerinin minimize edilmesini saglayan “S” degerinin optimal degerini bulabilmek icin simulasyon temelli genetik algoritma (GA) kullanilmis ve iki stok kontrol politikasinin uygulanmasinin sonuclari karsilastirilmistir.

E-COMMERCE STRATEGY INTERCONTINENTAL BALI RESORT

Global and dynamic competition is one of the challenges for hospitality industry. Internet is a global network of interconnected networks. In 2012, the approximately 2.4 billion users connected to the internet worldwide represent just 34,3% of the global population. In these conditions, the usage of internet technology in business strategy plays an important role to assure service quality optimization, provide ultimate customer value and/or increase company profitability. E-commerce is the subset of e-business focused on transaction. The average contribution of e-commerce business in InterContinental Bali Resort (ICBR) showed 18.39% in the last five years. However, data 2012 showed negative performance whereby from19.17% in 2011 down to 17.72% or decrease 1.45% or 2.586 room nights, below average market performance area which range between 20 – 25%. This study wants to analyze and discuss the e-commerce strategies of ICBR. The research concluded some strategies, such as; managing hotel website, maintaining reservation access and security transactions of credit cards were runned very well. Other strategies need to be further improved and developed, such as; offering the best availability rates and customer loyalty program. In contrast, the speed of customer response and attractive promotion packages need much improved.

CRM Implementation: Critical Success Factors

Conceptually, customer relationship management (CRM) has been deployed by many business houses worldwide, but in practice its successful implementation has yet to bring about the desired customer intimacy for a greater accountability and customer satisfaction. CRM has to be engrained more as a business philosophy and an applied business common sense to a process of ultimate customer value, both for the organization and the customer.The current research is an attempt to identify the reasons for failure of CRM projects. The parameters and indicators taken to identify the basic reasons of breakdown of this important and now unavoidable concept have been issues like: a) understanding goals; b) retaining executive support; c) motivating employees to make CRM work on front lines; d) importing and migrating data; e) actual user interface and related training; f) understanding customer confusion, frustration and dissatisfaction; g) employee resistance within the company towards adoption of new technology; h) initial fall in market share and increased operating cost; i) failure to achieve business return or high implementation and running cost, etc. CRM remains a vital yet risky enterprise, with success riding on organizations correctly approaching its planning and implementation. The cost of CRM failure can be dramatic and can take its toll in many areas of the business such as financial performance, customer service quality, sales effectiveness and cultural impacts.This paper intends to critically evaluate the cases of CRM failure and identify the Critical Success Factors for the successful implementation of CRM as a tool to enhance business performance and customer satisfaction. It is further intended to propose a model through this research that would provide the best fit from the perspective of the company, customer and the competition.

Linking packaging to marketing: how packaging is influencing the marketing strategy

Purpose – The purpose with this paper is to investigate the relationship between packaging and the influence it has on marketing from a management point of view. Design/methodology/approach – Based on case studies different packaging solutions are discussed in relation to requirements by customers in the supply chain. Data for the cases were collected by different means including narratives and personal interviews. Findings – New packaging solutions offer the prospect of improved functions in the supply chain, delivering protection and preservation before reaching the ultimate customer. It also offers improved opportunities for better information and communication with the customer. However, the possibilities for innovative packaging solutions must be analyzed in relation to increased costs for packaging and the influence they can have on the environment. Research limitations/implications – This study extends previous research by linking packaging to the marketing strategy. Even though it is based on four case studies it combines different data sources including both qualitative and quantitative data. Originality/value – This paper evaluates the implementation of new packaging solutions in the supply chain from a managerial point of view, discussing benefits against challenges. This paper therefore fulfils an identified need for recognising the importance of packaging in relation to the marketing strategy.

Effective Web Management for B2C E-Commerce in India

The web has become a place where many live, play and work. It is the ultimate customer empowering environment and in the emerging world of ecommerce where customers are surrounded with myriad choices, organizations are faced with a challenge of meeting consumer expectations in a highly competitive world. The following study aims at analyzing the ability of website attributes of Ecommerce websites in catering to the process of creating a value proposition for the consumer. For this purpose, the website attributes of a set of 25 websites of E-commerce Companies in India were analyzed. A survey of a focus group of participants who were regular users of E-commerce websites like EBay, Yebhi and Snap Deal etc. helped us in creating a model for calculating a Web Management Score for Marketing Value Creation (WMSMV). The E-commerce sites scoring high on the web management perspective were further studied to analyze their Alexa Rank. Definite correlations were discovered in the case of sites demonstrating a higher Web Management Score (WMS) and subsequently, a better degree of web management. The aim of this research is to understand how ecommerce websites create a value proposition for their online consumers, in order to improve their interaction with them. The findings of this study are expected to support Ecommerce website users, designers, owners, and developers.

Data Mining and Business Intelligence Dashboards

Today, the most successful companies are those that can respond quickly and flexibly to market changes and opportunities. A detailed understanding and knowledge is required to analyze the business environment at different levels. This can be achieved by implementing value added information throughout the organization. There has been an increased demand in the development of IT that performs data manipulation operations to report and analyze the data. While sifting through all that data, organizing it, and then using it to make the business run more profitably has become a bigger challenge. Decision markers can use such information to implement business strategies that best meet the needs of the ultimate customer. Making use of that information is all the more urgent.

Reflections on the internal auditing profession: what might have gone wrong?

Purpose – The purpose of this paper is to investigate and discuss potential reasons why the internal auditing (IA) profession has been marginalized in the governance debate on solutions after the financial crisis that started in 2007, also noting recent studies questioning the value of IA's work. The key aim of this paper is to make readers aware of ambiguities concerning the ultimate customer of IA and its core business, and to stimulate critical reflection thereon.