Important Customer Research Articles

Evaluasi Servqual pada Petshop Indonesia menggunakan Metode IPA dan CSI

Pet Shop is very important existence for animal lovers because it provides all the needs of animals from food to pet health. Therefore, each petshop competes in competing to maintain it. This can be done by regularly competing with each other for the quality of service from the petshop. One that conducts periodic evaluations is Petshop Indonesia. This is deemed necessary because there are still complaints submitted to employees regarding Petshop Indonesia services. The purpose of this study is the attributes that must be improved and maintained and to find out how big the consumer satisfaction index is. While the research method used is quantitative research with the analytical methods used are Importance Performance Analysis (IPA) and Customer Satisfied Index (CSI). The research results obtained are that there are six attributes that need to be improved. The six attributes are the availability of boxes and criticisms, employee submissions, speed of responding to customers, confidentiality of customer data, paying attention to suggestions and criticisms, and services that do not differentiate status. The CSI obtained is included in the satisfaction criteria. The new thing in this research is that there is no servqual evaluation research in a petshop using the IPA and CSI methods.

THE INFLUENCE OF EXPORT AND IMPORT TOWARD ECONOMIC GROWTH IN THE UNITED STATES OF AMERICA, PERIODE 2010-2019

Export and import are one of the long-running international trade activities and are still ongoing. The United States is one of the importing countries of Indonesia in the food and technology industry. In the analysis of this research, the aim is to determine how far the influence of US exports and imports on economic growth in Indonesia. In this study using quantitative methods using secondary data sourced from the world bank with panel data which is the time series for the 2010 - 2019 period. The results of this study indicate that there is no significant effect between export value and import value together on GDP value. . So from this case it can be concluded that the export value and the import value together have no effect on the GDP value in the United States of America. Meanwhile, it can be concluded that partially the import value has no effect on the value of GDP in the United States of America. Export and import are one of the long-running international trade activities and are still ongoing. The United States is one of the importing countries of Indonesia in the food and technology industry. In the analysis of this research, the aim is to determine how far the influence of US exports and imports on economic growth in Indonesia. In this study using quantitative methods using secondary data sourced from the world bank with panel data which is the time series for the 2010 - 2019 period. The results of this study indicate that there is no significant effect between export value and import value together on GDP value. . So from this case it can be concluded that the export value and the import value together have no effect on the GDP value in the United States of America. Meanwhile, it can be concluded that partially the import value has no effect on the value of GDP in the United States of America.

Improve customer satisfaction by quality functions deployment: Case in Indonesian SMEs

This paper explores how the quality function deployment (QFD) is used to translate customer needs into technical parameters that will be controlled in the process and ultimately can produce products as customers expect. This research through field observations and brainstorming with representative employees to create house of quality and set recommendation actions. With strong support and commitment to complete actions, resulting in better product quality that shows a gradual shift in product quality from grade B to grade A means that operations are more reliable. Through QFD, it will be known what customers really want, which is the most important customer needs, what can be controlled in meeting customer needs so that customer needs can be met. This paper suggests several approaches and actions that can be of high value especially in the woodworking industries.

The Moderating Effect of Top Management Team’s Power on the Relationship between CPA Independence & Audit Quality

This research integrates the top management teams (TMT)power theory, CPA economic independence theory, and reputation maintenance theory to explore the impact on audit quality. This study used the sample of firms listed on the Taiwan Stock Exchange (TSE) and Taipei Exchange (TPEx) from 2009 to 2016. The empirical results show that as the TMT power of Taiwan companies increases, the audit quality is higher. It is different from the general research that the TMT will conduct earning management based on self-interested behavior. The inference is due to Taiwan's relatively high proportion of family companies. In the face of the trend of social responsibility and the requirements of regulatory agencies, the company’s strategy of maintaining corporate image and successfully operating over to the next generation is presented with high audit quality. In addition, when CPAs face important clients, the CPA’s economy depends on important customers is greater than the effect of reputation maintenance, the audit quality will be reduced. When the TMT power is greater, it will offset the CPA's economic independence effect and enhance the audit quality.

Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context

To move their businesses in a positive direction, service providers are increasingly adopting contactless technologies. However, the influence of contactless service (CS) on important customer outcomes has been ignored. This study formulated a research framework to investigate the roles of customer anxiety and sociability in the relationship between CS and customer loyalty in the hotel setting. The findings revealed that CS is positively related to customer loyalty. Pandemic-related customer anxiety helps transit the positive impact of CS on customer loyalty. However, customer sociability dampens the effects of CS on customer loyalty. More specifically, as customer sociability increases, the positive impact of CS on customer loyalty decreases directly and indirectly via customer anxiety. Our findings provide novel contributions to the emerging CS literature by disclosing the psychological mechanisms under the “contactless effect” and the potential theoretical boundary condition. In addition, the findings deliver practicable benefits to service managers in fighting the COVID-19 crisis.

Mapping the Quality of Soft and Hard Skills of Industrial Internships Using Importance Performance Index and Customer Satisfaction Index

Industrial internships are a means for students to gain work experience while at the same time understanding the organizational environment and solving problems in the company/industry. This study aims to map the quality of soft skills and hard skills to the satisfaction of companies/industries where students carry out Industrial Internships, to get the results of mapping the quality of soft skills and hard skills the methods used are Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The object of research used in this study is the population of Industrial Internship students in 2021, amounting to 110 students. The questions used in the questionnaire use a range of 1-7 where the company/industry conducts an assessment by filling out a statement question questionnaire where the distance is 3 months, the distance is the ideal distance for stakeholders in assessing the quality of students' soft skills and hard skills. The implication of the research results from the mapping of soft skills and hard skills of Industrial internships students is that the attributes contained in quadrant A consist of soft skills: self-confidence, motivation, and adaptability. And hard skills: Proficient in maintaining work tools, Learning Speed to use new work tools, and Ability to provide opinions, are attributes that need to be considered by the Department of Electronic Engineering to maintain company/industry trust to continue to accept the Industrial Internship program.

Willingness to buy US products in three Southeast European countries: The effects of cognitive, affective and conative components of country-of-origin image

The objective of this research is to present results from a survey conducted in Croatia, Serbia, and Bosnia-Herzegovina, addressing the negative influence of warfare by USA upon consumer behavior in the region. The results show that perceptions generated from USA’s general country image influence consumers’ intentions to buy American-made products. Furthermore, country “goodwill” and “bad-will” create cognitive and affective ambivalence, which concurrently promote and hamper consumers’ willingness to buy foreign products. Facets of USA’s general country image create mixed emotions, which influence approach and avoidance behavior towards US imports. USA’s country image concurrently impacts product-specific perceptions, ethnocentric tendencies, animosity, and admiration/affinity, influencing the propensity to buy American-made products among consumers in Croatia, Serbia, and Bosnia-Herzegovina.

Customer Churn Prediction Using AdaBoost Classifier and BP Neural Network Techniques in the E-Commerce Industry

In customer relationship management, it is important for e-commerce businesses to attract new customers and retain existing ones. Research on customer churn prediction using AI technology is now a major part of e-commerce management. This paper proposes a churn prediction model based on the combination of k-means clustering and AdaBoost classifier algorithm, allowing the segmentation of customers into three categories. Important customer groups can also be determined based on customer behavior and temporal data. Customer churn prediction was carried out using AdaBoost classification and BP neural network techniques. The results show that the research method of clustering before prediction can improve prediction accuracy. In addition, a comparative analysis of the results suggests that the AdaBoost model has better prediction accuracy than the BP neural network model. The research results of this paper can help B2C e-commerce companies develop customer retention measures and marketing strategies.

Using Machine Learning to Improve Lead Times in the Identification of Emerging Customer Needs

In recent years, computational approaches for automatically extracting the voice of the customer from user generated content have been proposed. These studies have tackled the task of obtaining current customer needs, however, there is a lack of methods that predict future needs (i.e. needs that may become popular in the marketplace). Therefore, this study presents a multi-document keyphrase extraction algorithm which predicts future customer needs from users’ social media posts on Reddit. Key to our approach is a novel document filtering method (discovering potentially relevant social media content) and a keyphrase ranking method, which promotes terms with rising frequency likely to be future product needs. In order to evaluate the approach, a case study of “toothpaste” needs is reviewed and a novel evaluation approach using ground truth automatically extracted from a collection of future specifications of new-to-market products is proposed. In our evaluation, we show that the approach is significantly better than simple baselines at identifying customer needs on social media before they trend in the marketplace. We also show that our approach can capture important customer needs identified by a large multinational company with lead times of up to 25 months ahead of them trending in the marketplace. The findings of this research could provide many benefits to businesses such as gaining early access into markets ahead of their competitors and giving early notice to manufacturers/engineers/developers before a need for a product is in demand.

Has the US-China Trade War Caused Trade Decoupling?

Recently, decoupling between the US and China has emerged as an important issue in global economics. We propose an analytical framework for trade decoupling analysis, borrowing the idea from the production function in non-competitive input-output tables. Using that methodology, we analyze the mobile phone trade network subject to various measures imposed by the US. A scenario analysis is performed to compare the extent of decoupling after a trade war with worst-cases. In bilateral trade, China’s share of total US imports fell significantly in 2019 compared to 2017. However, China’s indirect exports to the US increased during the same period. A similar pattern is observed in the global trade network visualized via multidimensional scaling (MDS). China’s out-degree centrality decreased slightly, while Vietnam’s role expanded. Actual figures for 2019 show a decreased out-degree centrality for Chinese final good exports, but a much higher one in the scenarios. Also, China’s indirect exports to the US have increased. But China does not appear to play a key role in the network as assumed in the scenario. Throughout the study, intermediate goods were treated homogeneously, and further studies considering the heterogeneity of input-output linkages are needed.

احتفالات العثمانيين بمناسبة الإسراء والمعراج ودلالاتها من خلال الوثائق والمصادر العثمانية

يتناول هذا البحث مسألة احتفالات العثمانيين بمناسبة الإسراء والمعراج ودلالاتها من حيث أهمية بيت المقدس في الذهنية العثمانية، وذلك لما تمثله هذه المدينة من مكانة دينية بالنسبة إلى جميع الأديان السماوية. فمنذ أن تم افتتاحها سنة 1516م من قبل العثمانيين، ازداد الاهتمام بها أكثر، فتشكلت فيها إدارة خاصة، وأقيمت فيها العديد من المشاريع العمرانية، وطوروا فيها الخدمات، وأوقفوا عليها المنشآت الخيرية. وقد تناولت العديد من الدراسات التاريخية والسياسية مدينة القدس عبر التاريخ وفي العهد العثماني، وتحدثت عن أهميتها في خريطة التوازنات في المنطقة. غير أن هذه الدراسات لم تتناول مسألة اهتمام العثمانيين بمناسبة الإسراء والمعراج، ولم تطرق إلى الأدبيات الفكرية والأدبية مثل المعراجيات التي تعكس مدى حضور بيت المقدس في الوعي الجمعي العثماني، فقد كان العثمانيون يولون اهتماماً كبيراً لهذه المناسبات الدينية، وبشكل خاص الاهتمام بمناسبة الإسراء والمعراج. وقد حاولنا في بحثنا هذا الاعتماد على الوثائق والمصادر العثمانية لنتتبعها، ونفهم الخلفية الفكرية والدينية والسياسية والاجتماعية التي كانت تحرك العثمانيين حول الإسراء والمعراج وبيت المقدس.كما حاولنا من خلال هذه الوثائق والمصادر العثمانية معرفة أهم العادات والتقاليد والفعاليات التي كانت تقام على مستوى أبناء المجتمع، وكذلك على مستوى رجالات الدولة العثمانية، وفي مقدمتهم السلطان العثماني. وسيتم التطرق في هذا البحث إلى جملة من المحاور أهمها: 1) حرص العثمانيين على الاحتفال بالمناسبات الدينية وإحيائها؛ 2) عادات العثمانيين وتقاليدهم في الاحتفال بمناسبة الإسراء والمعراج؛ 3) أهم المصادر العثمانية التي تناولت مسألة الإسراء والمعراج؛ 4) الخلفيات الفكرية والسياسية لمسألة الإسراء والمعراج.

Marriage Practice in Contemporary Nepal

Marriage is one of the oldest universal micro social institutions which are established by human society as an essential social structure for gaining more benefit in the social and functioning aspects. It provides the legal rights of regular sexual intercourse, producing of the offspring socially, religiously and legally. It is one of the ways to transfer an inheritance of the property in our societies. This belief is influenced by Hinduism which regards marriage as the important custom or sacrament. Although, the perception and practices of marriage is not universally accepted which varies across societies and culture, i.e., cross cousin marriage practices are common among Gurung, Magar and Tamang ethnic groups. Levirate marriage can be found in Tamang ethnic group which is not acceptable in another caste. Arrange marriage is one of the most popular form and also practices of marriage in contemporary Nepal whereas child marriage, capture marriage and forced marriage has been already prohibited by law. Experimental marriage, Group marriage and Companionate marriage are not existed. Most of the people have been hearing and conducting the marriage but the proper acceptable definition is not found till date. It is no doubt that marriage is an inevitable social institution but the practice may be different in different places. Main objectives of this article are briefly highlighting the various thought and forms of marriages which have practiced in different caste and place of Nepal by using primary and secondary sources.

TINGKAT KEPUASAN WISATAWAN MANCANEGARA TERHADAP KUALITAS PELAYANAN JASA PEGUYUBAN TRANSPORT BALE AGUNG UBUD

The increasing number of foreign tourists visiting Ubud, makes local people take advantage of these opportunities for transportation services business. Many people own a car, selling roadside transportation services in Ubud. So came the idea of the local community to form a group called Peguyuban Transport Bale Agung Ubud abbreviated ptbau. Therefore, this study is important to be carried out, in order to help PTBAU to measure the level of satisfaction of foreign tourists who use ptbau services. This study was conducted in Ubud Village using 105 respondents determined based on the concept of J.Supranto (2006) indicator multiplied by 5, samples in this study were selected using purposive sampling method. Data collected through questionnaires distributed when tourists use PTBAU services, then analyzed using Importance Performance Analysis and Customer Satisfaction Index. The results of this study were1) Characteristics of tourists who dominate from Germany, female gender, middle-aged, have the last education of high school equivalent, work as a private employee, married, first visit to Bali and use the services of PTBAU, visiting with friends, with a stay of 4-7 days, modes of transportation used for tours, accommodation used by hotels, and large daily expenses of Rp. <1,000,000. 2) The level of satisfaction of foreign tourists to the quality of services Peguyuban Transport Bale Agung Ubud is in the category of satisfied and priority that takes precedence in the improvement is the appearance and neatness of drivers, the price offered, the response of tourists to tourist questions, and security when tourists tour.

Impact of Brand Equity Dimensions on Repurchase Intention: Evidence from Soft Drinks Consumption of Adolescents

The study was conducted to evaluate the impact of brand equity dimensions of brand awareness, brand associations, perceived quality, and brand loyalty on repurchase intention of soft drinks by adolescents. Even though adolescents are treated as an important customer category in terms of heavy consumption, the consumer behavior of adolescents has not been well-addressed. Accordingly, the soft drinks consumption behavior of adolescents was evaluated as it is one of the items that have the highest consumption by adolescents. A survey was conducted using a self-administered structured questionnaire to collect data from a sample of 400 adolescents. Structural equation modeling technique was employed to validate the model and test the hypotheses. The results reveal that brand associations, brand loyalty, and perceived quality have a significant impact on the repurchase intention of soft drinks by adolescents, while brand awareness is non-significant on repurchase intention. The results specify that brand associations have the highest significant impact on repurchase intention. The results also indicate that adolescents are brand loyal customers, and brand loyalty plays an imperative role in determining the purchase intention of soft drink brands. Although the public interest in quality attributes of soft drinks is rather negative, adolescents have a favorable perception towards quality attributes that significantly impact repurchase intention.

Community Local Wisdom and Efforts to Create Quality Marine Tourism

Marine tourism has the potential to develop various activities because it is supported by nature, culture and tourist activities. However, coastal and marine areas are vulnerable to damage and over exploitation. Various problems encountered in coastal and marine areas, such as garbage, damage to coral reefs, excessive fish management, social problems, conflicts of interest or limited governance. Local wisdom has a fundamental role as a way of life for people in preserving civilization. Likewise, the roles and efforts of stakeholders to participate in contributing to monitoring and providing protection for coastal and marine areas so that they can provide sustainable benefits. This research uses a mix of quantitative and qualitative methods, especially the explanatory sequential mixed method. Data were analyzed using descriptive qualitative, Importance Performance Analysis and Customer Satisfaction Index. Data were collected by observation, questionnaires, and interviews by raising several cases in Indonesian territory related to local wisdom from a cultural perspective, the role of NGOs from a nature conservation perspective, and tourism assessment from a tourist market perspective. Local wisdom from a cultural perspective, a community that has potential and a central role in conservation and preservation efforts, resource development and science and technology that can be passed on to the next generation based on knowledge, values, skills, resources, decision-making and local solidarity. Stakeholders in terms of nature protection have a major role and potential contribution by supporting, implementing, advocating, engaging and influencing, and having a high commitment to realizing responsible and sustainable tourism. From a tourism point of view, it has several weaknesses related to the quality of tourist attractions in indicators, management, amenities and value for money, so that efforts are needed to improve the quality and variety of products, professional management, and various tourism activity innovations that have the value of novelty and meaningfulness for tourists.

An Exploration of the Green Targeting Strategy – Green Brand Positioning Strategy Linkage: A Qualitative Study

The importance of the relation between targeting and positioning strategies is amplified in the context of the green market, as a result of the difficulty that many companies face in attracting an important customer base. The purpose of this paper is to provide a perspective on the relation between the targeting strategy and the green brand positioning strategy.

ONLINE MEAL ORDERING SERVICE QUALITY AND DELIVERY SPEED: OPPORTUNITIES FOR RESTAURANT OPERATORS?

This study examines the importance customers attach to online meal service quality and delivery speed using data collected in 2017. The structured questionnaire probed for views on meal delivery services and socio-demographic information. The respondents participating in the survey were located in cities across 29 provinces in China. Ordered logit technique estimated equations for modeling service quality and delivery speed importance. Average meal price and food safety expectations were important to consumer perception of service quality, while payment convenience, ordered meal type, and delivery courier logo mattered to perception of delivery speed. Online order business managers should pay attention to orders with above average value, those with multiple, varied dishes, and deliveries to college dormitories. Customers ordering traditional Chinese dishes attach importance to delivery speed in contrast to those ordering barbecue. Courier appearance and display of health badges are also associated with importance attached to delivery speed.

Kinerja Layanan dan Kepuasan Nasabah Masa Pandemi Covid-19 Pada Bank BNI Cabang Bogor

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.

Analisis Kepuasan Pengujung Berdasarkan Tourist Experience ke Daerah Istimewa Yogyakarta

Indonesia is a beautiful country with a variety of interesting tourist destinations. The government developed 10 New Bali in various places in Indonesia to align with regional countries. Yogyakarta is an iconic destination and attracts tourists. In order for Yogyakarta to compete with the destinations of 10 New Bali, research needs to be done to find out how the level of satisfaction of tourists in Yogyakarta based on the visiting experience and know what factors must be improved to be able to move. This study uses quantitative methods with data collection techniques using questionnaires to 385 respondents who are tourists of Yogyakarta. Data processing techniques use Importance Performance Analysis and Customer Satisfaction Index to Tourist Experience. Importance Performance Analysis to determine what aspects and indicators should be improved performance in the Yogyakarta tourism sector. At the same time, the Customer Satisfaction Index to find the level of satisfaction of Yogyakarta tourists. From the analysis of data conducted, it can be known that the satisfaction rate of tourists of Yogyakarta Special Region based on Tourist Experience is 84.9%. Indicators with the most satisfactory performance are hedonistic, and indicators with less satisfactory performance are relational. Based on the results of this study, it is expected that Yogyakarta stakeholders provide education and socialization to the community to interact and communicate better with tourists

A combined deep learning load forecasting model of single household resident user considering multi-time scale electricity consumption behavior

With the growth of residential load and the popularity of intelligent devices, resident users have become important target customers for demand response (DR). However, due to the strong volatility of individual household load and the large difference in user’s behavior, the accuracy of residential load forecasting is generally low and the forecasting effect is unstable, which is not conductive to the implementation of DR. To improve the accuracy of residential load forecasting, this paper proposes a combined deep learning load forecasting model considering multi-time scale electricity consumption behavior of single household resident user to achieve high-accuracy and stable load forecasting. Aiming at the electricity consumption behavior, the multi-time scale similarity analysis is carried out. For the time scale of one year, Normalized Dynamic Time Warping (N-DTW) and Density-Based Spatial Clustering of Applications with Noise (DBSCAN) are used to analyze the significance of single user's long-term electricity consumption behavior. For the time scale of 7 days, behavior similarity is used to analyze the consistency of single user's short-term electricity consumption behavior. Then, Mutual Information (MI) and Principal Component Analysis (PCA) are used to select features and reduce dimensions of multi-dimensional weather influencing factors, so as to avoid the interference of irrelevant factors and improve the calculation speed. On this basis, combined with Back Propagation (BP) neural network, Extreme Gradient Boosting (XGBoost) and Long Short-Term Memory (LSTM) neural network, a combined deep learning network load forecasting model (Co-LSTM) is constructed by using multi-model and multi-variable method to achieve stable and high-accuracy load forecasting. Finally, based on the actual load data from the American Pecan Street Energy Project, the forecasting accuracy of the proposed model of resident user is evaluated. From the performance of load forecasting for 42 target users, the minimum, maximum and average Mean Arctangent Absolute Percentage Error (MAAPE) of Co-LSTM is 18.70%, 45.95% and 31.20% (the average MAAPE is 4.97% less than the traditional LSTM model) respectively.