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1
Anupriya, Dr.C., and Dr.T. JeebaSheela. "Customer Satisfaction Regarding the Usage of Jio Network in Sivakasi." Journal of Research & Development 16, no. 8 (2024): 51–55. https://doi.org/10.5281/zenodo.12705239.
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<strong>Abstract:</strong> This study investigates customer satisfaction with the Jio network in Sivakasi, focusing on key aspects such as network coverage, internet speed, call quality, and customer service. Through a combination of surveys, customer feedback, and network performance data, the research aims to identify areas of strength and opportunities for improvement. Findings reveal that while most customers are satisfied with the network coverage and internet speed, there are concerns regarding peak hour slowdowns and specific areas with weak signals. Call quality is generally reliable, though occasional call drops occur. Customer service is positively rated but can benefit from reduced wait times and more efficient issue resolution. Overall, the satisfaction level is encouraging, with a majority of users expressing positive experiences. Recommendations for enhancing customer satisfaction include improving network infrastructure in areas with weak coverage, optimizing bandwidth management during peak hours, and refining customer service processes. Implementing these measures is expected to lead to a more reliable and satisfying experience for Jio users in Sivakasi.
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Sakinah, Wahyu Syarvina, and Tri Indah Fadhila Rahma. "Impact of Service Quality and Policy Coverage Value on Customer Satisfaction at PT. FTI." Jurnal Manajemen Bisnis 11, no. 1 (2024): 65–78. http://dx.doi.org/10.33096/jmb.v11i1.711.
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This study aims to examine the influence of Service Quality and Policy Coverage Value on Customer Satisfaction at PT. FTI, both partially and simultaneously. Employing a quantitative approach, data collection was conducted using a Likert scale method. The subjects comprised 40 customers from the Medan branch of PT. FTI, selected through random sampling. Data analysis was performed using IBM SPSS Statistics 26. Results indicate that: Firstly, Service Quality significantly and positively affects Customer Satisfaction with a significance value of 0.042 less than 0.05. Secondly, Policy Coverage Value also significantly and positively influences Customer Satisfaction with a significance value of 0.031 less than 0.05. Thirdly, both Service Quality and Policy Coverage Value collectively have a significant positive impact on Customer Satisfaction, with a significance value of 0.028 less than 0.05.
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Siriya, Abhishek. "Territory Planning Algorithms: Graph-Based Sales Coverage Optimization." International journal of data science and machine learning 5, no. 1 (2025): 370–99. https://doi.org/10.55640/ijdsml-05-01-28.
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Sales territory planning is crucial for maximizing sales performance, distributing workload evenly among representatives, and minimizing travel expenses. Manual assignments, rule-based systems, and simple clustering algorithms alike often fall short in terms of scalability, fairness, and adaptability to market dynamics. In this paper, a comprehensive graph-based framework is introduced that treats customers, depots, and travel paths as nodes and edges of a graph structure. The model incorporates multiple key attributes, including customer value, travel distance, and sales representative capacity, to generate geographically coherent, workload-balanced territories. These territories are also aligned with strategic business objectives. The framework supports dynamic adjustments, leveraging advanced feature engineering and preprocessing techniques to adapt to changing sales data and operational conditions. Experimental evaluations demonstrate that graph-based territory planning outperforms traditional approaches in terms of workload equity, the number of unused trips, and overall customer coverage. Additionally, the model's outputs are transparent and interpretable, enabling sales managers to make more informed and confident decisions. Looking forward, the use of real-time data sources, such as live traffic updates and customer activity logs, combined with machine learning approaches, presents an opportunity to enhance responsiveness and territory optimization further. This graph-based approach can also be applied in other domains beyond sales, such as service delivery, field maintenance, and healthcare outreach. The proposed framework offers a practical, scalable, and adaptable solution for modern sales organizations seeking to remain competitive in a complex and highly data-driven environment.
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Mrosso, Tina Richard, and Omary Swallehe. "Assessment on Public Mobile Service Delivery Towards Customer Satisfaction in Tanzania Telecommunication Industry." East African Journal of Information Technology 5, no. 1 (2022): 20–30. http://dx.doi.org/10.37284/eajit.5.1.558.
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The paper assessed public mobile service delivery towards customer satisfaction in Tanzania telecommunication Industry. The paper focused on the mobile service delivery in the public entity in the Tanzanian environment. It was guided by three assumptions tested on customer satisfaction as the dependent variable. The assumptions consisted of the independent variables including limited network coverage, limited internet services, and limited customer response. The explanatory design was used to facilitate knowledge generation through causal relationship testing. Data for the study were assembled from customers using public mobile services with the data generated from the sample of 137 participants out of 150 as respondents using structured questionnaires. The collected information from the field was filled in SPSS datasheet to generate statistics to present the findings. The pattern of relationship testing between variables was analysed using correlation and multiple regression. Findings revealed that all three independent variables, namely limited network coverage, limited internet services, and limited customer response were found positive with a statistically significant effect on customer satisfaction (p<0.05) as the dependent variable. The implication of the findings is that customer satisfaction in public mobile service delivery in Tanzania is affected by limited network coverage, limited internet services, and limited customer response. The study recommended that the corporation is essential in facilitating further investment in the infrastructure facilities to assure that customers are well satisfied in service provision.
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Huang, Liang, Jinyi Qin, and Yan Chen. "Strategic Offerings of Return Freight Insurance by Insurers in Monopolistic and Duopolistic Markets." Mathematics 13, no. 11 (2025): 1855. https://doi.org/10.3390/math13111855.
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With the rapid development of e-commerce, Return Freight Insurance (RFI) has emerged as a vital tool for retailers and customers to mitigate the financial burden posed by high return rates in online shopping. This paper investigates the strategic decision-making of RFI providers (insurers), examining whether they should offer fixed-compensation insurance at a lower price or full-coverage insurance at a higher price under varying market conditions. Specifically, we develop game-theoretic models to analyze insurers’ strategic decisions in both monopoly and duopoly markets, accounting for customer return cost and product mismatch probability heterogeneity. Our findings reveal that in a monopoly market, when customer return costs are relatively low and concentrated, insurers benefit from offering fixed compensation insurance (i.e., pre-set reimbursement amounts) at a lower price to attract a broader customer base. By contrast, when return costs are more dispersed and higher, full-coverage insurance (which reimburses actual freight costs) becomes more profitable, as the insurer can utilize its flexible pricing power to attract higher-paying customer segments. In a duopoly market, customer return cost heterogeneity significantly influences market equilibrium. When heterogeneity is high, full-coverage insurance dominates, as insurers can leverage precise market segmentation to justify higher premiums. Conversely, when return costs are more uniform, fixed compensation insurance is preferred for its affordability, appealing to a wider range of customers.
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Haq, Inayatul, Jahangeer Ahmed Soomro, Tehseen Mazhar, et al. "Impact of 3G and 4G Technology Performance on Customer Satisfaction in the Telecommunication Industry." Electronics 12, no. 7 (2023): 1697. http://dx.doi.org/10.3390/electronics12071697.
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This study investigates the impact of factors (network coverage, customer service, video calls, and downloading Speed) of 3G and 4G telecommunication services performance on customer satisfaction in the Punjab region of Pakistan. This research indicates how to make strong relations with customers and what factors of the 3G and 4G networks need to be improved to enhance the revenue of telecom operator companies. The study has recognized the four main hypotheses responsible for checking the level of customer satisfaction in the telecommunication industry of Pakistan in the Punjab region. The study depends on essential insights gathered on the arbitrary premise from 300 clients of significant telecom administrators in the Punjab area. The respondents have selected on irregular premises and were welcomed to express their sentiments through an organized survey. A complete questionnaire has been utilized for statistics collection and exists based on the analysis of descriptive measurement, correlation, and regression analysis and analyzed through SmartPLS software. They indicate that the independent variables network coverage, customer service, video calls, and downloading speed are key driving factors of customer satisfaction. Among all independent variables “Internet downloading speed” highly impacts the dependent variable “customer satisfaction” based on 3G and 4G network performance. There are a limited number of studies that focus on customer satisfaction in the telecommunication sector in Pakistan. The study will fill the gap in the literature and help service providers to increase the satisfaction level of their customers and captivate new customers.
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Albarq, Abbas N. "Mobile services sector in Saudi Arabia: A systematic literature review of the effective strategies for enhancing customer satisfaction." International Journal of Data and Network Science 8, no. 1 (2024): 585–96. http://dx.doi.org/10.5267/j.ijdns.2023.8.026.
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The mobile services sector in Saudi Arabia has experienced significant growth in recent years, largely driven by the increasing demand for mobile communication and internet services. This systematic review aims to identify and evaluate the effective strategies for enhancing customer satisfaction in Saudi Arabia's mobile services sector. A systematic review was conducted across five databases from 1st January 2010 and 31st March 2023. The entire process was followed as recommended by the PRISMA guidelines. The findings suggest that the most effective strategies for enhancing customer satisfaction in the Saudi Arabian mobile services sector are improving network coverage, enhancing customer service, offering competitive pricing, introducing new technology and features, and providing value-added services. By adopting these strategies, mobile service providers in Saudi Arabia can enhance their customers' satisfaction, build stronger relationships with their customers, and ultimately increase customer loyalty. Moreover, the study revealed that a combination of these strategies would lead to higher levels of customer satisfaction. The study's findings indicate that mobile service providers in Saudi Arabia can enhance customer satisfaction by focusing on various strategies, such as improving network coverage, customer service, pricing, technology, and features, and providing value added services. Customer satisfaction is one of the main aspects of service delivery. Immediate measures in this regard will assist the mobile sector in Saudi Arabia to plan effective approaches to improve customer satisfaction; this, in turn, can give them a competitive edge in the market and sustain growth in the mobile services sector.
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Abdullah Kafabih. "The Influence of Network Coverage Image and Digital Marketing Promotion on Churning Intention Mediated by Digital Satisfaction and Moderated by Private Identity: Approach on Telecommunication Customers in Indonesia." Journal of Information Systems Engineering and Management 10, no. 6s (2025): 127–37. https://doi.org/10.52783/jisem.v10i6s.706.
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The telecommunications industry is a key sector contributing significantly to the national economy. Amidst intense competition among telecommunications operators, many telecommunications customers tend to switch to other operators (Churning). The objective of this research is to investigate how Network Coverage Image and Digital Marketing Promotion impact Churning Intention, with Digital Satisfaction acting as a mediator and Private Identity as a moderating factor. The research targeted telecommunication customers from all operators in Jakarta who had experienced switching SIM cards to another operator. A total of 386 samples were gathered, and the data were analyzed using SmartPLS 3.0. The study's findings reveal that Network Coverage Image and Digital Satisfaction significantly reduce Churning Intention, whereas Digital Marketing Promotion significantly increases it. Private Identity, however, does not significantly influence Churning Intention as a moderating variable for Network Coverage Image. This research offers a novel contribution by expanding the understanding of the push-pull-mooring (PPM) theory as it relates to customer churn intentions in the telecommunications industry, specifically by examining the effects of network coverage image, digital marketing promotion, digital satisfaction, and customer private identity.
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Abdi, Farshid, Kaveh Khalili-Damghani, and Shaghayegh Abolmakarem. "Solving customer insurance coverage sales plan problem using a multi-stage data mining approach." Kybernetes 47, no. 1 (2018): 2–19. http://dx.doi.org/10.1108/k-07-2017-0244.
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Purpose Customer insurance coverage sales plan problem, in which the loyal customers are recognized and offered some special plans, is an essential problem facing insurance companies. On the other hand, the loyal customers who have enough potential to renew their insurance contracts at the end of the contract term should be persuaded to repurchase or renew their contracts. The aim of this paper is to propose a three-stage data-mining approach to recognize high-potential loyal insurance customers and to predict/plan special insurance coverage sales. Design/methodology/approach The first stage addresses data cleansing. In the second stage, several filter and wrapper methods are implemented to select proper features. In the third stage, K-nearest neighbor algorithm is used to cluster the customers. The approach aims to select a compact feature subset with the maximal prediction capability. The proposed approach can detect the customers who are more likely to buy a specific insurance coverage at the end of a contract term. Findings The proposed approach has been applied in a real case study of insurance company in Iran. On the basis of the findings, the proposed approach is capable of recognizing the customer clusters and planning a suitable insurance coverage sales plans for loyal customers with proper accuracy level. Therefore, the proposed approach can be useful for the insurance company which helps them to identify their potential clients. Consequently, insurance managers can consider appropriate marketing tactics and appropriate resource allocation of the insurance company to their high-potential loyal customers and prevent switching them to competitors. Originality/value Despite the importance of recognizing high-potential loyal insurance customers, little study has been done in this area. In this paper, data-mining techniques were developed for the prediction of special insurance coverage sales on the basis of customers’ characteristics. The method allows the insurance company to prioritize their customers and focus their attention on high-potential loyal customers. Using the outputs of the proposed approach, the insurance companies can offer the most productive/economic insurance coverage contracts to their customers. The approach proposed by this study be customized and may be used in other service companies.
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Sari, Desta Ayu Mustika, and Imam Baehaqi. "Kepuasan Nasabah BPR Ditinjau Dari Kualitas Pelayanan Dan Citra Bank." Otonomi 21, no. 2 (2021): 290. http://dx.doi.org/10.32503/otonomi.v21i2.2052.
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Customer satisfaction is the extent to which a product’s perceived pervormance matches a buyer’s expectations. If the product’s performance falls short of expectations the customers is dissatisfied. If performance matches expectations, the customers is satisfied. This study aims to determine the effect of service quality and corporate image on customer satisfaction. This study uses quantitative methods. The population in this study amounted to 3,209 customers of PT BPR SumberdhanaAnda Rejotangan branch. The number of samples was calculated using the slovin formula with the results of 97 respondents. The sampling technique used in this study is proportional random sampling, and the type of sampling used is simple random sampling. This study using analysis descriptive statistical analysis, classical assumption tests and multiple linear regression analysis techniques. The study results found a partial effect of service quality on customer coverage and company image on customer satisfaction. Moreover, there is a simultaneous influence of service quality and corporate image on customer satisfaction.
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Afifudin, Moch, Rahmat Taufikur Rahman, Anisa Bahar, and Arie Wahyu Prananta. "Driver Safety Protocols, Emergency Response Systems, Insurance Coverage, and Customer Feedback on Service Quality in Indonesia's ride-hailing industry." International Journal of Business, Law, and Education 5, no. 2 (2024): 2584–95. http://dx.doi.org/10.56442/ijble.v5i2.903.
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This study examines the impact of driver safety protocols, emergency response systems, insurance coverage, and customer feedback on service quality in Indonesia's ride-hailing industry. Utilizing a mixed-methods approach, quantitative data were collected from 400 ride-hailing users through a structured survey, while qualitative insights were gathered from 20 semi-structured interviews with drivers, customers, and company representatives. The findings indicate that emergency response systems have the most significant positive effect on service quality, followed by customer feedback and driver safety protocols. Although insurance coverage is also important, it demonstrated a comparatively lower impact. The study highlights the need for ride-hailing companies to enhance safety measures, improve communication regarding insurance, and develop robust customer feedback mechanisms to foster trust and satisfaction. These insights provide actionable recommendations for industry stakeholders and contribute to the theoretical understanding of service quality determinants in the ride-hailing context.
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Seifbarghy, Mehdi, Meisam Soleimani, and Davar Pishva. "Multiple commodity supply chain with maximal covering approach in a three layer structure." International Journal of Mathematical Modelling and Numerical Optimisation 7, no. 2 (2016): 138–61. https://doi.org/10.1504/IJMMNO.2016.077051.
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Many scholars have already investigated the location problem of supply chain facilities and centres under different conditions. In a three-echelon multiple commodity supply chain, the aim is to fulfil customer demand at a minimum cost by optimising the flow of products from factories to distribution centres (DC) and from DCs to customers. In a situation where there are limited numbers of DCs and each of them covers bounded area, locating DCs for the purpose of, maximising coverage of customers' demand and optimising allocation of the customers to those centres, are quite important. In this research, a three-echelon multiple commodity supply chain model with maximal covering approach that meets the following two objectives through appropriate selection of DC sites is presented: 1) maximise coverage of customer demand; 2) minimise the associated transportation cost required for fulfilment of the customer demand. To address such models in small scales, one can easily apply LP-metric method to make a combined dimensionless objective and solve it with lingo software. Considering the fact that the presented model is an NP-hard problem and cannot be solved in this manner, we apply customised version of a heuristic algorithm named Greedy and clearly indicate its robustness.
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Manurung, Samuel, Ingngarso Simanullang, and Humuntal Rumapea. "Perancangan Aplikasi E-commerce Penjualan Bubuk Kopi Dengan Metode Customer Satisfaction Index (CSI) Berbasis Website Pada UD. Tanpak Sidikalang." Journal of Information and Technology 2, no. 2 (2022): 41–48. http://dx.doi.org/10.32938/jitu.v2i2.2993.
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The development of e-commerce at this time is increasingly rapidly marked by the increasing number of internet users in Indonesia. The conventional buying and selling process is still widely used in the era of increasingly rapid development of internet technology. However, the conventional buying and selling process is considered inefficient because it requires sellers and buyers to meet directly and also the sales coverage is felt to be less broad, so an efficient sales media is needed and has a broad coverage. So that these problems are not sustainable, an e-commerce website with a business to customer model will be built. The built e-commerce will provide a questionnaire page for customers which will later be implemented by the customer satisfaction index (CSI) method which produces a customer satisfaction index for the e-commerce that has been built. For software development, using PHP (Pear Hypertext Preprocessor) and HTML (HyperText Markup Language) as programming languages, MySQL as database server, Sublime Text 3 as programming support tools
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Ouf, Shimaa, Yehia Helmy, and Merna Ashraf. "Web Mining Techniques - A Framework to Enhance Customer Retention." International Journal of e-Collaboration 19, no. 1 (2023): 1–30. http://dx.doi.org/10.4018/ijec.315790.
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In e-commerce, retaining customers on the web is a difficult task that requires a good understanding of customers' behavior to be able to predict their needs and interests. Web usage mining (WUM), which is the application of data mining techniques to improve business, helps in understanding customers' behavior on the web. Therefore, this paper proposes and implements a framework to enhance the quality of customer recommendations. Providing customers with what they are looking for helps increase their satisfaction, which will lead to improved retention with the company. The proposed framework was tested and evaluated. The result of testing the proposed framework illustrates that the recommendations based on merged techniques (like clustering, classification, association, and sequential discovery) achieve strong accuracy with a precision value of 74%, coverage of 100%, and an average overall efficiency of F-measure of 86%. which means that the merged technique outperformed each technique and attained much higher overall coverage.
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Budari, Hadijah, Abdul Rasyid, and Yana Ameliana. "Analysis of Customer Satisfaction Level on Service Quality Price Service and Word of Mouth." Advances: Jurnal Ekonomi & Bisnis 2, no. 5 (2024): 294–307. https://doi.org/10.60079/ajeb.v2i5.324.
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Purpose: This study examines the effect of Service Quality, Price, and Word of Mouth (WOM) on Customer Satisfaction at the Cahaya Berkah Jayapura Workshop. Research Design and Methodology: This study uses a quantitative approach with a survey method. Data was collected through questionnaires distributed to 100 customers of Cahaya Berkah Workshop, which were selected using incidental techniques. Multiple linear regression analysis was used to test the effect of independent variables (Service Quality, Price, and WOM) on the dependent variable (Customer Satisfaction). Validity and reliability tests were conducted to ensure the research instruments were valid and consistent. Findings and Discussion: The results showed that Service Quality, Price, and WOM significantly affect Customer Satisfaction both partially and simultaneously. The three independent variables jointly affect customer satisfaction. These findings support classic marketing theory and align with previous research, suggesting that good service quality, competitive prices, and positive WOM can increase customer satisfaction. Implications: This research makes a significant contribution to marketing literature and business practice. From the scientific side, this research enriches the understanding of the determinants of customer satisfaction in the automotive industry. In terms of practice, the findings guide the management of the Cahaya Berkah Workshop and other workshops in increasing customer satisfaction through improved service quality, reasonable pricing, and effective utilization of WOM. Limitations of this study include the narrow geographical coverage and cross-sectional nature of the data, which provide opportunities for further research with a longitudinal approach and broader coverage.
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BENATIA, Ines, and Nabila ABID. "The Determinants of Organisations’ Performance in the Algerian Mobile Telecommunications Market." MANAGEMENT AND ECONOMICS REVIEW 10, no. 1 (2025): 272–86. https://doi.org/10.24818/mer/2025.01-19.
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Assessing and improving organisations’ performance is a perpetual concern for managers and a core research topic for management researchers. As a complex and multidimensional construct, performance is evaluated through a various set of indicators, including customer satisfaction and loyalty. In this article, we intend to analyse the determinants of customer satisfaction and loyalty as key metrics of the performance of mobile telecommunications operators in Algeria. Our conceptual model included service quality, competitive service pricing, service innovation, and customer experience as the main explanatory variables of customer satisfaction and loyalty, and was tested on a sample of 420 mobile operators’ customers in Algeria. Following a quantitative approach, we relied on structural equation modelling to analyse the empirical data collected. The results of our analysis show that in the Algerian mobile telecommunications market, customer satisfaction is affected by customer experience, service quality and price, while customer loyalty is only determined by service quality and customer experience. The influential effect of service innovation on both customer satisfaction and customer loyalty has not been supported in this study. By underlying the specificities of the national context, the insights from this study can orient the Algerian mobile operators while shaping their customer relationship management strategies. These insights indicate the critical service aspects that customers are most sensitive to, notably network coverage and responsive support, which are determinant in optimising the overall customer experience.
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Barrio, Rose Vhirneil, Mary Margareth Baculanlan, Kyla Shaine Ecleo, et al. "Persuasive techniques of life insurance agents: an analysis of sales strategies and customer perceptions in the Philippines." Journal of Language and Pragmatics Studies 2, no. 2 (2023): 144–60. http://dx.doi.org/10.58881/jlps.v2i2.23.
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In today's fast-paced market, skilled life insurance agents artfully employ diverse techniques to captivate customers, customizing their approach to satisfy unique needs and confidently promote life insurance policies. This study delves into the fascinating world of sales strategies employed by life insurance agents and takes a closer look into the underlying factors that influence customer perceptions. Using a qualitative survey of 10 life insurance agents and 10 customers in Tacloban City, the study investigates the persuasive techniques used by life insurance agents to sell policies, and the perceptions of customers about these techniques. Through the conduct of a thorough semi-structured interview and through the application of rigorous thematic analysis, the responses of the participants revealed eleven commonly used persuasive techniques by life insurance agents: Prospect Potential Customers to be Persuaded; Message the Customer and Make a Connection; Building Customer Relations; Determine and Understand the Needs of the Customer; Make Use of Social Media to be Known and to Have a Good Standing; Track the Expenses and Make a Financial Health Analysis for the Insurance Coverage; Encourage the Customers through Realization and Other People’s Experiences; Application of Theories and Describing the Purpose of the Policies; Show Consideration and Value to the Customer; Consistent Support and Assistance to the Customers; and Credibility of the Agent. Researchers also found that in customer-agent interactions, highlighting the importance of life insurance was the most effective approach. While one customer was not persuaded, successful persuasive techniques were used with other customers that met their needs.
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Li, Chengzhang, Minghui Jiang, and Xuchuan Yuan. "MANAGING PRICE AND SERVICE RATE IN CUSTOMER-INTENSIVE SERVICES UNDER SOCIAL INTERACTIONS." Journal of Business Economics and Management 20, no. 5 (2019): 878–96. http://dx.doi.org/10.3846/jbem.2019.10452.
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This paper investigates the price and service rate decisions in a customer-intensive service in an M/M/1 queue system under the influence of social interactions, where a higher value of the service is perceived if more customers purchase the service. The customer-intensive nature of the service requires a low service speed to maintain its quality, which may increase the congestion of the system. Two cases where customers are either homogeneous or heterogeneous in terms of the customer intensity are considered. It is found that social interactions can always benefit the service provider as more expected revenue can be achieved, and potential profits would be lost if the influence of social interactions is ignored. For the case with heterogeneous customers, the optimal price and service rate decisions are solved with or without considering social interaction effect. The study finds the proportions of high and low sensitive customers and the social interaction intensity are critical to the operational decisions and the market coverage strategies. These results offer a better understanding on the interplay between the quality-speed conundrum and the influence of social interactions in customers’ purchase behaviour in managing customer-intensive services.
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Tseng, Lu-Ming, Yue-Min Kang, and Chi-Erh Chung. "Understanding the roles of loss-premium comparisons and insurance coverage in customer acceptance of insurance claim frauds." Journal of Financial Crime 21, no. 3 (2014): 321–35. http://dx.doi.org/10.1108/jfc-02-2013-0009.
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Purpose – The purpose of this paper is to examine the impacts of loss-premium comparisons (loss-premium comparison refers to the amount of an actual loss compared to the premium level) and insurance coverage on customer acceptance of insurance claim frauds, based on Adams’ equity theory. Customer perceptions of insurance frauds have been studied in recent years. Design/methodology/approach – A questionnaire was used as an instrument in the research. The hypotheses were tested using a 3 loss-premium comparisons (the actual loss amount was lower than, or equal to or higher than the annual premium) × 2 insurance coverage (the loss is covered or not covered by the insurance policy) experimental design in a claim application context. Findings – The results showed that loss-premium comparisons and insurance coverage significantly affect the final claim amounts. According to the results, age and education may relate to customer acceptance of insurance claim frauds. Originality/value – This study proposed a first empirical investigation into the relationship between loss-premium comparisons and customer ethical decision making in the customer frauds. Insurance coverage is also specifically considered in the study.
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Dahal, Rewan Kumar. "Customer Satisfaction in Nepalese Cellular Networks." Tribhuvan University Journal 33, no. 2 (2019): 59–72. http://dx.doi.org/10.3126/tuj.v33i2.33607.
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Now a days identification of responsible factors that influence customer satisfaction is a key concern of marketers and research scholars and it will remain in future too. The purpose of the study was to identify the responsible factors that affect on customer satisfaction with cellular networks in Nepal and analyze them. Nepal Telecom and Ncell were taken as sample organizations where they occupy more than 94 % of market share. The study was based on primary data collected through a structured questionnaire based on the judgmental sampling technique from 816 customers. It examined that price and service quality, brand and loyalty, corporate social responsibilities, network and coverage, and customer care and innovation were the responsible factors in the assessment of customer satisfaction with Nepalese cellular networks services. The study concluded that mobile service providers should concentrate upon the factors responsible on customer satisfaction and care of those factors that have significant influence on promoting customer satisfaction in Nepalese cellular networks industry.
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Herman, Gita Angelina, and Asep Taryana. "Ease For Buying Medicine Through The Delivery Service at Mazaya Pharmacy." Business Review and Case Studies 5, no. 3 (2024): 489. https://doi.org/10.17358/brcs.5.3.489.
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Background: A pharmacy is a means of pharmaceutical services carried out by pharmacists. Mazaya Pharmacy is one of the pharmaceutical service facilities in the city of Bogor. To date, in-person medication administration is the dominant service provided by pharmacies. However, growing demand for diverse services compels pharmacies to expand their offerings included new alternatives to serve customers, such as home delivery services.Purpose:The results of the analysis are that customers have difficulty buying medicine because they cannot come to the pharmacy directly. or example eElderly customers, young working couples, customers with limited transportation, and customers with certain emergency conditions.hard to come. Methodology/approach: This research aims to analyze the problems faced by customers, using the Design Thinking method approach to find solutions to customer problems. Conclusion: Therefore, this problem can be solved if there is a special service that can solve this customer problem. Mazaya Pharmacy developed a solution in the form of a drug delivery service by utilizing communication facilities via the WhatsApp Business application. The aim of this service is expected to ake it easier for customers to buy medicines by ordering medicines with a delivery service. This delivery service can be an added value in improving the quality of service at the Mazaya Pharmacy which can increase customer satisfaction and loyalty and expand the pharmacy's coverage area..Keywords: customer, delivery service, medicine, pharmacy, pharmaceutical services
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Ghaazi, Abdullah Shahbaz Anwar, Muhammad Ahsan Ali, Sajjad Nawaz Khan, Iftikhar Ahmad, and Shahbaz Nawaz. "Impact of Assurance, Reliance, and Compliance on Customer Satisfaction: Insights from Islamic Banks in Pakistan." Journal of Asian Development Studies 13, no. 1 (2024): 1044–53. http://dx.doi.org/10.62345/jads.2024.13.1.86.
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This study examines the influence of assurance, reliance, and compliance on customer satisfaction within the Islamic banking sector in Pakistan. The study utilized a quantitative research design to distribute structured questionnaires to customers and employees of Islamic banks, aiming to capture diverse perspectives on service quality. Data were analyzed using Structural Equation Modeling (SEM) via Smart PLS to validate the relationships between the constructs based on the adapted SERVQUAL model. The findings demonstrate significant positive impacts of assurance, reliance, and compliance on customer satisfaction. Assurance was shown to instill confidence in customers; reliance underscored the importance of dependable banking operations, and compliance with Shariah laws was critical in aligning services with customers' ethical and religious expectations. These insights are precious for Islamic banks seeking to enhance customer satisfaction and loyalty in a competitive market. The study contributes to the existing literature by providing empirical evidence from the Pakistani context and suggesting practical implications for improving service delivery in Islamic banking. Limitations and directions for future research are also discussed, emphasizing the need for broader geographical coverage and longitudinal studies. Keywords: Islamic Banking, Customer Satisfaction, Assurance, Reliance, Compliance, Shariah Law, Structural Equation Modeling.
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Olayinka, Obe Olumide, Sangodoyin Oluranti Olukemi, and Otti Chukwuemeka. "Assessment of Quality of Service of Mobile Network Operators in Akure." International Journal of Business Administration 10, no. 3 (2019): 118. http://dx.doi.org/10.5430/ijba.v10n3p118.
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This study assessed and compared the Quality of Service provided by the four major Mobile Network Operators(MNOs) in Akure, Nigeria as well as assessed their level of compliance with Nigerian Communications Commission standard. The study also examined the level of customer satisfaction on the services delivered by the MNOs. The effect of Quality of Service on the satisfaction of the customers of the MNOs was also investigated in this study.Primary data was collected in this study using both the drive test and survey questionnaire techniques. The drive test technique was used to collect data on the Quality of Service provided by the MNOs while the survey questionnaire was used to collect data on customer satisfaction from 527 respondents.Descriptive statistics was used to assess the level of Quality of Service provided and also to examine the level of customer satisfaction. The one-way ANOVA was adopted to compare the Quality of Service provided among the MNOs while Regression analysis was used to examine the effect of Quality of Service on customer satisfaction.The study revealed that the Quality of Service of the Mobile Network Operators in Akure differed significantly (P<0.05). It also revealed a moderate level of satisfaction among the customers. Though the Quality of Service provided by the Mobile Network Operators was found not to meet Nigerian Communications Commission standard for most of the key performance indicators, MTN was found to be the best. The study also revealed that the effect of Quality of Service on the satisfaction of customers is insignificant. The study recommended that the Mobile Network Operators should build more base stations as this would help reduce coverage gaps and blind spots and ultimately increase their network coverage.
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Barua, Sourav, Shuvajit Chowdhury, and Shahan Hossain Chowdhury. "The Role and Impact of Mediating Factors in Grameenphone’s Success: A Study on Bangladesh Perspective." Sumerianz Journal of Economics and Finance, no. 52 (June 23, 2022): 39–46. http://dx.doi.org/10.47752/sjef.52.39.46.
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Grameenphone attains its leading position by continuously offering better services to its existing and potential customers. This study also explains how the mediating factors of Grameenphone like network coverage, internet service, information service, emergency balance, 4G service, voice call, voice message, my zone facilities, mobile banking facilities, SMS & MMS service, customer care service, CSR activities, advertisement & promotion, variety of package, call rate, quality of telecommunication service, video call service, responsiveness to the customer, hotline service 121, available retail store & physical product, internet service, healthcare service, GP offers, etc which influence to the success of Grameenphone. The article is devoted to the study of a quick overview of the subscribers’ demographics for Grameenphone in Bangladesh. The paper seeks to explore the role and impact of mediating factors, which in turn, lead to the success of the grameenphone. The main purpose of this study is to substantiate the position of the relationship between mediating factors and customer satisfaction that helps to divert potential customers to loyal customers and the ultimate objectives to achieve the company’s mission. A business can gain the trust and loyalty of its customers as well as long-lasting, successful business relationships if it can recognize and meet true customer expectations.
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Lin, Chun-Yuan, Mosiur Rahaman, Massoud Moslehpour, Sourasis Chattopadhyay, and Varsha Arya. "Web Semantic-Based MOOP Algorithm for Facilitating Allocation Problems in the Supply Chain Domain." International Journal on Semantic Web and Information Systems 19, no. 1 (2023): 1–23. http://dx.doi.org/10.4018/ijswis.330250.
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The facility allocation of the supply chain is critical since it directly influences cost efficiency, customer service, supply chain responsiveness, risk reduction, network optimization, and overall competitiveness. When enterprises deploy their facilities wisely, they may achieve operational excellence, exceed customer expectations, and obtain a competitive advantage in today's volatile business climate. Due to this reason, a multi-objective facility allocation problem is introduced in this research with cooperative-based multi-level backup coverage considering distance-based facility attractiveness. The facility of the coverage is further described as two different layers of the coverage process, where demand can be covered as full, partial, and no coverage by their respective facilities. The main objectives of this facility allocation problem are to maximize the coverage of the facility to maximize overall facility coverage in the supply chain network and simultaneously minimize the overall cost.
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Garg, Ruchi, Zillur Rahman, and M. N. Qureshi. "Measuring customer experience in banks: scale development and validation." Journal of Modelling in Management 9, no. 1 (2014): 87–117. http://dx.doi.org/10.1108/jm2-07-2012-0023.
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Purpose – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.
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Yaacob, Najihah Marha, Aminah Jazilah Azman, Arina Rus Zahira Rusli, and Nur Mimi Najihah Ghazali. "Strengthening Financial Inclusion in the Insurance Industry Post-COVID-19: Challenges and Solutions." Information Management and Business Review 17, no. 1(I) (2025): 233–40. https://doi.org/10.22610/imbr.v17i1(i).4391.
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Financial inclusion plays a crucial role in driving economic development by ensuring access to essential financial services such as credit, savings, insurance, pension plans and financial education. In the insurance sector, financial inclusion aims to extend insurance coverage to low-income groups and enable them to protect their health, assets and livelihoods through the savings and compensation mechanisms of insurance products. This study seeks to enhance the understanding of financial inclusion in the insurance sector by examining the challenges from both the perspective of the individual customer and the industry. From the customer's perspective, this study highlights whether insurance coverage adequately addresses their financial inclusion needs. From an industry perspective, this study addresses critical issues such as customer trust and perceived value, product customization and the impact of macroeconomic factors. In addition, this study proposes strategic solutions to address the identified challenges for both customers and the insurance industry. For individuals, it is recommended that insurance policies should be seen as a complement to savings and investment strategies and not as a substitute for them. For the insurance industry, it is suggested that insurance companies move beyond traditional sales roles and focus on developing products that are tailored to the needs of the market while remaining affordable. The industry should focus on maximizing value for customers. The findings are anticipated to provide crucial insights that can assist the insurance sector in improving customer financial inclusion and addressing current barriers to progress.
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Chitamba, Anos. "Understanding customer Decision-Making in retail banking: Insights from a selected retail bank in South Africa." International Journal of Research in Business and Social Science (2147- 4478) 13, no. 7 (2024): 261–68. https://doi.org/10.20525/ijrbs.v13i7.3604.
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In the ever-changing realm of retail banking, it is essential for banks to grasp the elements that affect customer decisions to stay ahead in the competition. This study delves into customer preferences when selecting a bank, focusing specifically on Absa Bank in South Africa. By utilizing a case study approach, the research delves into the factors that influence customer behavior in the retail banking industry. Referencing the consumer decision model, the study investigates various stages such as problem recognition, information search, evaluation of options, purchase decision, and post-purchase assessment. Factors such as security, convenience, assurance, accessibility, and responsiveness are pinpointed as crucial aspects in bank selection. The study employs quantitative research techniques, conducting surveys with Absa Bank customers to dissect their preferences. Findings suggest that transaction fees, corporate image, bank coverage, and size play a significant role in influencing customer decisions. The study emphasizes the importance of addressing these customer-identified factors to deter customer attrition. Recommendations include conducting regular surveys to keep abreast of changing customer preferences and maintaining a competitive edge. The research offered valuable insights that can guide strategic decision-making and marketing efforts in the retail banking sector.
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Zahara, Nuraiza. "Sistem Pertanggungan Pada Penjaminan Bancassurance oleh Asuransi X Syariah Menurut Konsep Kafālah." TAWAZUN : Journal of Sharia Economic Law 3, no. 1 (2020): 1. http://dx.doi.org/10.21043/tawazun.v3i1.7092.
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<p>Cooperation agreement between the Bank and Insurance in the form of a bancassurance system the Bank transfers part of the risk that will arise to the Insurance. Such as the risk of debtor customer financing bottlenecks due to death, the risk borne by the Bank is transferred to the insurance company with life insurance coverage. Insurance agreement for debtor customers, Insurance applies a system based on the kafālah concept. This study explores how the insurance system between the customer and the Bank with the involvement of Insurance as a guarantor in the Bancassurance agreement and how the Islamic legal review of the insurance system carried out by the Insurance against the Bank with the Bancassurance agreement. This research uses descriptive analysis method, which describes or gives a description of the object under study through data or samples that have been collected. The conclusion of the research is that the coverage applied by the Insurance against the Bank is not in accordance with the true kafālah concept, the Insurance has paid the principal fund fully but does not pay the service fee in accordance with the minimum amount determined by the Bank. Based on the concept of insurance, the insurance should be obliged to fulfill everything that is the responsibility of the customer to the Bank, including compensation for services as stipulated. From the explanation above, the concept of kafālah applied by Insurance in its coverage of the Bank is still a mismatch between the concept and its application.</p>
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Mau, Stefan, Irena Pletikosa, and Joël Wagner. "Forecasting the next likely purchase events of insurance customers." International Journal of Bank Marketing 36, no. 6 (2018): 1125–44. http://dx.doi.org/10.1108/ijbm-11-2016-0180.
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Purpose The purpose of this paper is to demonstrate the value of enriched customer data for analytical customer relationship management (CRM) in the insurance sector. In this study, online quotes from an insurer’s website are evaluated in terms of serving as a trigger event to predict churn, retention, and cross-selling. Design/methodology/approach For this purpose, the records of online quotes from a Swiss insurer are linked to records of existing customers from 2012 to 2015. Based on the data from automobile and home insurance policyholders, random forest prediction models for classification are fitted. Findings Enhancing traditional customer data with such additional information substantially boosts the accuracy for predicting future purchases. The models identify customers who have a high probability of adjusting their insurance coverage. Research limitations/implications The findings of the study imply that enriching traditional customer data with online quotes yields a valuable approach to predicting purchase behavior. Moreover, the quote data provide supplementary features that contribute to improving prediction performance. Practical implications This study highlights the importance of selecting the relevant data sources to target the right customers at the right time and to thus benefit from analytical CRM practices. Originality/value This paper is one of the first to investigate the potential value of data-rich environments for insurers and their customers. It provides insights on how to identify relevant customers for ensuing marketing activities efficiently and thus avoiding irrelevant offers. Hence, the study creates value for insurers as well as customers.
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Kumar, Satyadwyoom, Abhijith Sharma, and Apurva Narayan. "GAN inversion and shifting: recommending product modifications to sellers for better user preference." PeerJ Computer Science 11 (January 6, 2025): e2553. https://doi.org/10.7717/peerj-cs.2553.
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In efforts to better accommodate users, numerous researchers have endeavored to model customer behavior, seeking to comprehend how they interact with diverse items within online platforms. This exploration has given rise to recommendation systems, which utilize customer similarity with other customers or customer-item interactions to suggest new items based on the existing item catalog. Since these systems primarily focus on enhancing customer experiences, they overlook providing insights to sellers that could help refine the aesthetics of their items and increase their customer coverage. In this study, we go beyond customer recommendations to propose a novel approach: suggesting aesthetic feedback to sellers in the form of refined item images informed by customer-item interactions learned by a recommender system from multiple consumers. These images could serve as guidance for sellers to adapt existing items to meet the dynamic preferences of multiple users simultaneously. To evaluate the effectiveness of our method, we design experiments showcasing how changing the number of consumers and the class of item image used affect the change in preference score. Through these experiments, we found that our methodology outperforms previous approaches by generating distinct, realistic images with user preference higher by 16.7%, thus bridging the gap between customer-centric recommendations and seller-oriented feedback.
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Al Farez, Muhammad Rifky, Helman Fachri, and Muhammad Ebuziyya Alif Ramadhan. "Converse: Brand Image & Product Quality Effect through Customer Satisfaction toward Repurchase Intention." Jurnal Manajemen Bisnis 11, no. 1 (2024): 260–70. http://dx.doi.org/10.33096/jmb.v11i1.715.
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The Aim of this research is to identify the effect of brand image and product quality toward repurchase intention of Converse Shoes in Pontianak City with customer satisfaction as intervening variable. Method used in this research is associative. Sample used in this research are 100 persons with decided criteria such as the customers used the shoes or they had bought the Converse shoes. The data analysis technique in this research are conducted with Structural Equation Model (SEM) assisted by SmartPLS. 3.0 software. Based on the finding, the direct effect among brand image, product quality and customer satisfaction resulted positively significant toward repurchase intention. Yet, brand image did not affect customer satisfaction significantly, moreover product quality successfully affected toward customer satisfaction positive and significantly. The indirect effect of brand image intervened by customer satisfaction toward repurchase intention resulted insignificantly yet positive, lastly, the indirect effect of product quality intervened by customer satisfaction toward repurchase intention resulted positively significant. Further study is needed as the coverage of samples is limited. Converse as the corporate needs to improve the quality of their produced shoes rather than their brand image.
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Adnina, Farah, Rasya Safira Ishamiyya, and Silvia Rahma Dewi. "Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia." Jurnal Administrasi Bisnis 14, no. 1 (2025): 65–78. https://doi.org/10.14710/jab.v14i1.69527.
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The F&B industry faces intense competition, with the Business Competition Index reaching 4.91% (Komisi Pengawas Persaingan Usaha, 2024). Strategies in food quality, price fairness, and service quality are key to competitive advantage, especially for Gacoan Noodles as the market leader in spicy noodles. This study analyzes the effect of food quality, price fairness, and service quality on customer satisfaction and its impact on word-of-mouth (WoM) intentions, with customer satisfaction as a mediating variable. The respondents of this study were 177 customers of Mie Gacoan. The data were analyzed using the Partial Least Squares (PLS) method with SmartPLS version 3. The results showed that food quality, price fairness, and service quality have a positive and significant effect on customer satisfaction. Customer satisfaction also mediates the relationship of the three variables with WoM intention. The practical implication of this study is that Mie Gacoan needs to improve food quality, set fair prices, and optimize services to increase customer satisfaction and encourage positive WoM. Future research is suggested to expand the sample coverage by comparing similar restaurants and considering other factors such as customer experience and involvement in online communities.
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Staudt, Yves, and Joël Wagner. "What policyholder and contract features determine the evolution of non-life insurance customer relationships?" International Journal of Bank Marketing 36, no. 6 (2018): 1098–124. http://dx.doi.org/10.1108/ijbm-11-2016-0175.
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Purpose Over the last decade, technological and social trends have significantly influenced the relationship between customers and insurers. New buying patterns, price comparison platforms and the usage of different interaction channels driving single-product purchases and impacting lapses have influenced insurers’ customer portfolios and development. The purpose of this paper is to study the features driving the customer relationship along three areas, namely, customer acquisition, development and retention. Design/methodology/approach After defining 14 related hypotheses, the authors use econometric analyses to quantitatively support these hypotheses in the three areas of interest. The authors build on a large-scale longitudinal data set from a Swiss insurance company covering the period from 2005 to 2014 and including 2,757,000 customer-years. The data comprise information on private customers, their contract history, including coverage and losses and the channels used for buying insurance. This analysis focuses on the two most common non-life insurance products, namely, household/liability and car insurance. Findings The authors provide descriptive statistics and results from econometric analyses to determine the significant features and patterns affecting customer development and retention. Among the main results, the authors underline the significant influence on cross-selling given by the customer’s age and the interaction channel. Customers from rural regions are more loyal and likely to conduct cross-buying when compared to their peers from urban regions. Car insurance holders are more likely to lapse than household/liability insurance clients. Finally, while newly acquired customers tend to buy only a single product, the authors show the importance of cross-selling for retaining customers. In fact, customer retention is positively influenced by the number of products hold. Research limitations/implications This work is relevant for academics and practitioners alike, adding a quantitative basis to the understanding of managing customer relationships and for the development of further prospective models. Further work could investigate or add products, extend the study to other companies and focus on customer development with time. Originality/value This study explores a large-scale longitudinal data set. The analyses of customer acquisition, development and retention can support insurers to construct their own models for customer relationship management.
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Savitri, Gusti Ayu Made Hanny Dian, Erlinda Nusron Yunus, and Alain Widjanarko. "Unveiling The Impact of Logistics Service Quality On Customer Satisfaction and Demographic Factors As Moderator: Indonesia Quick Commerce Perspective." Jurnal Aplikasi Bisnis dan Manajemen 11, no. 2 (2025): 418. https://doi.org/10.17358/jabm.11.2.418.
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Background: Quick commerce is one of the biggest opportunities in the COVID-19 pandemic. In Indonesia, quick commerce has increased due to the trend of purchasing groceries online. Even though shopping activities are shifted online, customers still demand a service as excellent as they would order at a physical store.Purpose: This study aims to determine the factors of logistics service quality that improve customer satisfaction and examine the demographic factors that enhance the relationship between logistics service quality and customer satisfaction.Design/methodology/approach: This study employed a survey method to achieve broad data coverage. The data analysis techniques used in this study included hierarchical regression analysis and moderated regression analysis (MRA).Finding/Results: The findings show that logistics service quality positively affects customer satisfaction for quick commerce on Java. This also indicates that age is a significant moderating variable in the relationship between logistics service quality and customer satisfaction.Conclusion: Quick commerce companies should focus on younger customer satisfaction levels. Moreover, companies can increase customer satisfaction based on several logistics service quality factors, such as arranging courier training regarding how to treat customers, providing recommendations for similar products if a particular product is not available, or ensuring that the order will arrive in the customer’s hands in a short time and safely. Originality/value (state of the art): One of the important factors that could be a competitive advantage for a company is logistics service quality; however, research related to quick commerce in an emerging economy is still limited. This research enriches studies related to customer satisfaction, logistics service quality, and demographic factors (gender, age, and income level) by analyzing the perceptions of quick commerce customers. Keywords: demographic factors, logistics service quality, quick commerce, physical store, customer satisfaction
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Faris, Hossam. "A Hybrid Swarm Intelligent Neural Network Model for Customer Churn Prediction and Identifying the Influencing Factors." Information 9, no. 11 (2018): 288. http://dx.doi.org/10.3390/info9110288.
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Customer churn is one of the most challenging problems for telecommunication companies. In fact, this is because customers are considered as the real asset for the companies. Therefore, more companies are increasing their investments in developing practical solutions that aim at predicting customer churn before it happens. Identifying which customer is about to churn will significantly help the companies in providing solutions to keep their customers and optimize their marketing campaigns. In this work, an intelligent hybrid model based on Particle Swarm Optimization and Feedforward neural network is proposed for churn prediction. PSO is used to tune the weights of the input features and optimize the structure of the neural network simultaneously to increase the prediction power. In addition, the proposed model handles the imbalanced class distribution of the data using an advanced oversampling technique. Evaluation results show that the proposed model can significantly improve the coverage rate of churn customers in comparison with other state-of-the-art classifiers. Moreover, the model has high interpretability, where the assigned feature weights can give an indicator about the importance of their corresponding features in the classification process.
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Saputra, Rangga. "Finding Interest Factor of Sharia Home Ownership Credit in Malang City." Maliki Islamic Economics Journal 4, no. 2 (2024): 108–25. https://doi.org/10.18860/miec.v4i2.30125.
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This study aims to identify factors influencing customer interest in Sharia Home Ownership Credit (KPRS) in Malang City. The study was conducted on 384 customers from 12 Islamic banks in Malang City who have used KPRS for at least one year. The study employs Exploratory Factor Analysis (EFA) to determine the underlying factors shaping customer interest in KPRS. The analysis revealed seven key factors: Service Quality (including officer performance and information delivery), Price (covering affordability and fees), Brand Image (encompassing professional impression and market coverage), Buying Interest (related to usury-free margins), Digital Media (involving information accessibility), Needs (focusing on product suitability), and Usefulness (including price-benefit alignment). The findings suggest that Islamic banks should enhance their digital presence, maintain competitive pricing, and ensure high service quality to improve their Sharia mortgage products. However, this study is limited by its geographical scope being restricted to Malang City, its focus only on existing customers rather than potential ones, and its timing during post-pandemic recovery, which may have influenced customer perspectives.
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Li, Chengzhang, Minghui Jiang, and Xuchuan Yuan. "Managing operations in customer-intensive services with forward-looking customers." Kybernetes 47, no. 10 (2018): 1941–55. http://dx.doi.org/10.1108/k-11-2017-0436.
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Purpose This paper aims to investigate the optimal price and service rate decisions in a customer-intensive service, where customers’ perceived service quality decreases in the service speed. Customers are assumed to be forward-looking in purchase decision-making and heterogeneous in their reservation utilities. The purpose of this paper is to study the impact of customers’ forward-looking behavior and the heterogeneity on the operational decisions in a customer-intensive context. Design/methodology/approach The service is delivered through an M/M/1 queue system with unobservable queues. Customers are forward-looking in queue joining decisions, where the purchase decisions are made when the expected utility is greater than the reservation utility. The optimal price and service rate decisions are analyzed with both homogeneous and heterogeneous customers, where homogenous customers have the same reservation utility in purchase decision-making, while heterogeneous customers have different reservation utilities, which are captured by a random variable. Findings The optimal price and service rate decisions with forward-looking customers depend on the customer intensity, potential market size and customers’ reservation utility distribution. The results suggest that customers’ heterogeneity in terms of their reservation utilities affects the optimal decisions, market coverage and the expected revenue. Service providers need to take customers’ heterogeneity and the forward-looking behavior into operational decision-making. Originality/value This paper extends previous studies in customer-intensive service and contribute to the service operations management area by explicitly incorporating customers’ forward-looking behavior and heterogeneity in purchase decision-making. Assuming customers are forward-looking and heterogeneous is more realistic and practical. The results highlight that knowing customers’ behavioral characteristics can better improve decision-making in service operations, which is critical for enhancing customers’ satisfaction and loyalty, thus critical to a firm’s success in the market with intensive competition.
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M Simanjuntak, Frans Rochendy, Andriani Safirah, Ummaina Rahma, and Wildan Wafi NST. "Pengaruh Konten Marketing Tiktok Grab Indonesia terhadap Customer Engagement Mahasiswa Universitas Sumatera Utara." Cantaka: Jurnal Ilmu Ekonomi dan Manajemen 2, no. 2 (2024): 114–25. https://doi.org/10.61492/cantaka.v2i2.228.
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This study aims to analyze the influence of TikTok Grab Indonesia content marketing elements on customer engagement in students of the University of North Sumatra. The study used a quantitative approach with a sample of 100 respondents selected through purposive sampling techniques. The results showed that message interactivity had the most significant influence on customer engagement (P-value 0.002), followed by the posting time frame (P-value 0.044). In contrast, the topic's attractiveness did not show significant influence (P-value 0.681), while the post format was close to significant (P-value 0.079), which required further analysis. In addition, this research highlights the importance of message interactivity and content upload timing in increasing customer engagement. A marketing strategy through TikTok that emphasizes these elements can help Grab strengthen relationships with customers, especially young people. This study also recommends expanding the sample coverage in future studies to obtain more representative results.
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Rani, S. Sakthivel, and S. Kannan. "Service Quality Dimensions and Customers' Satisfactions in Mobile Communications." Global Journal of Business and Social Science Review (GJBSSR) Vol. 4(1) 2016 4, no. 1 (2016): 38–45. http://dx.doi.org/10.35609/gjbssr.2016.4.1(6).
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Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.
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Supiyani, Riki, and Sri Afridola. "PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS PELANGGAN PADA PT SUMBER ALFARIA TRIJAYA TBK." Jurnal Ilmiah Ekonomi Manajemen: Jurnal Ilmiah Multi Science 11, no. 01 (2020): 19–31. http://dx.doi.org/10.52657/jiem.v11i01.1192.
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The development of the retail business, at the same time as a rapid development should no longer be managed traditionally, but in a modern way so that it becomes an innovative, dynamic, and competitive business. One of the advantages in running a retail business is that it has a broad market reach, not only opening retail in big cities, but also extending to the edge of the city. PT Sumber Alfaria Trijaya Tbk is better known as Alfamart which was established in 1989 by Djoko Susanto. Competition in the world of commerce is felt and changes in the environment and technology are increasingly rapid and continue to support competition today, customer-oriented marketing strategies, making retail companies must understand well the behavior and needs of their customers to achieve maximum benefits for Alfamart, Alfamart is a retail provide various daily needs for consumption by the community. Alfamartm provides staple goods at affordable prices, convenient shopping, and locations that are easily accessible. This study aims to identify the effect of service quality and customer satisfaction on customer loyalty to PT Sumber Alfaria Trijaya Tbk. The sampling technique used to collect data in this study was random sampling determined in accordance with the coverage area of each service unit by distributing questionnaires to customers. With a total questionnaire of 382 customers from PT Sumber Alfaria Trijaya Tbk. Data were analyzed using Structural Equation Model (SEM). The results of this study stated that service quality has a positive and significant influence on customer loyalty. Consumer satisfaction has a positive and significant effect on customer loyalty.Keywords: Service Quality; Consumer Satisfaction; Loyalty Customer
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Stoica, Ramona-Monica, Radu Vilau, Daniela Voicu, and Malgorzata Grzelak. "Application of machine learning methods to analyze customer migration risk in terms of corporate financial security." Systemy Logistyczne Wojsk 59, no. 2 (2024): 169–88. http://dx.doi.org/10.37055/slw/186379.
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Effective prediction of customer migration is only possible through knowledge of the customer life cycle, which is characterized by the length of the relationship between buyer and provider, i.e. customer retention. A concept of opposite importance is customer migration, defined as the partial or total abandonment of the products or services offered by a company. Its knowledge and ability to predict it is crucial in terms of ensuring the continued financial security of target companies. The primary objective of this article was to present a method for assessing the risk of telecom industry customer migration using machine learning methods. The objective was achieved through the use of research methods, theoretical deductions such as and induction, system analysis and synthesis, and mathematical modelling, which additionally allowed for a practical analysis of the migration of customers of the telecommunications industry. Predictors with the greatest impact on the phenomenon under study were selected. It should be noted that the gain chart indicates that, in the case of contacting the 20% of customers selected by the models, the target coverage would be at the following levels, respectively: 70% for the boosted tree model and the decision tree based on the CART algorithm, and 75% for the random forest model. The research niche addressed in the article is the development of methods for assessing migration risk using machine learning techniques. The tool developed in the article can support decision-making in the creation of marketing campaigns aimed at retaining the largest number of customers.
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A. Nur As Adi, Muhammad Rakib, and Agus Syam. "Innovation in services business through diversification of service types to increase customer satisfaction at markas grafis business." World Journal of Advanced Research and Reviews 25, no. 1 (2025): 1402–14. https://doi.org/10.30574/wjarr.2025.25.1.0150.
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This research aims to develop service innovation in the Markas Grafis business. through diversification of service types to improve customer satisfaction. The subjects of the study consisted of 23 people, namely 20 customers and 3 internal parties of Markas Grafis (Owner, Designer, and Visual Content Manager). This study uses the Substitute, Combine, Adapt, Modify, Put to Another Use, Eliminate, Reverse (SCAMPER) method as the main approach in service development. The research procedure includes customer needs analysis, new service design, diversification implementation, and evaluation of its impact on customer satisfaction. Data were collected through interviews, Voice of Costumer (VOC), and observation, which were analyzed thematically to identify changes before and after service development. The results of the study showed that service diversification, such as social media management, vector design, and direct content capture in the field, succeeded in improving service quality and customer satisfaction. This new service is able to meet previously unmet customer needs, provide innovative solutions that are relevant to the demands of the digital era, and open up opportunities to expand market coverage. This study emphasizes the importance of service diversification as a strategic step in responding to the dynamics of customer needs. With continuous innovation, Markas Grafis can continue to compete in the dynamic and competitive graphic design industry.
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Dienhart, Michael, and Qu Yanzhen. "Understanding the Predictive Relationship Between Wireless Network Experience and Customer Churn." European Journal of Electrical Engineering and Computer Science 9, no. 2 (2025): 20–27. https://doi.org/10.24018/ejece.2025.9.2.696.
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Wireless networks have transformed society, and their evolving capabilities support numerous economic and social goals. Continued investments in wireless technologies and network coverage by mobile network operators (MNOs) depends on their achieving a favorable return on investment. Retaining existing customers by reducing churn is the most financially efficient means to improve economic returns, however the causes of customer churn are not fully understood due to the lack of studies on the relationship between wireless network quality and customer churn. This quantitative study leveraged existing secondary data from one MNO containing nine network quality factors, which formed three network quality constructs in the model, measured in 646 counties for one month in combination with a partial least squares structural equation modeling methodology to evaluate the predictive value of the network quality factors on customer churn. The study further assessed the degree to which the predictive value varies based on the population density of each county. The surprising findings suggest that network quality does not predict a meaningful amount of customer churn (p < 0.001), but that the relationship between the network quality factors and customer churn differs meaningfully depending on population density. These findings suggest ways that MNOs may fine-tune their network investments to achieve improvements in customer churn and financial results.
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Winda Syafitri, Rizki Prafitri, and Hari Dwi Utami. "Evaluasi Kualitas Pelayanan dan Dampaknya terhadap Kepuasan Pelanggan di Klinik Hewan." Jurnal Publikasi Manajemen Informatika 4, no. 2 (2025): 171–89. https://doi.org/10.55606/jupumi.v4i2.3824.
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This study aims to analyze service quality in veterinary clinics and its impact on customer satisfaction. In the animal health industry, service quality is a key factor in ensuring customer comfort and pet welfare. This study reviews various studies that use quantitative, qualitative, or mixed methods approaches in measuring service aspects. Several dimensions of service quality analyzed include reliability, responsiveness, assurance, empathy, and tangibles. The results of the study indicate that empathy and responsiveness factors have the most significant influence on customer satisfaction, followed by reliability and assurance. Tangibles, such as clinic facilities and cleanliness, also play a role in shaping customer perceptions of the services provided. Although this study provides valuable insights, there are several limitations, such as limited coverage and lack of exploration of qualitative data. Therefore, further research is recommended to expand the geographical coverage and combine quantitative and qualitative methods to gain a deeper understanding. In addition, comparisons with human health services can provide new perspectives on customer expectations of veterinary clinics. The findings of this study are expected to be a reference for veterinary clinic owners and managers in improving service quality and customer satisfaction.
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Heng, Lie, Augusty Tae Ferdinand, Nur Afifah, and Ramadania Ramadania. "SERVICE INNOVATION CAPABILITY FOR ENHANCING MARKETING PERFORMANCE: AN SDL PERSPECTIVES." Business: Theory and Practice 21, no. 2 (2020): 623–32. http://dx.doi.org/10.3846/btp.2020.12163.
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This study was conducted to propose dan test a conceptual model for solving a research gap on the influence of customer orientation on marketing performance through a strategic bridge variable, service innovation capability, and consumer-centric strategy. We adopt the service-dominant logic as a basis for solving the research gap for its coverage on the value and service value innovation for attracting customers and as a stepping-stone for enhancing marketing performance. Data were collected from 145 service enterprises in Pontianak, West Kalimantan, Indonesia, as our samples for testing the proposed research model, using the software of AMOS-structural equation modeling. The main finding of this study is a strategic path for enhancing marketing performance through customer orientation and the capability for service value-creating.
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Josephat, Peter, and Abbas Ismail. "A Logistic Regression Model of Customer Satisfaction of Airline." International Journal of Human Resource Studies 2, no. 4 (2012): 255. http://dx.doi.org/10.5296/ijhrs.v2i4.2868.
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Evaluation of customer satisfaction differs from one study to another. Studies have been differing with their focus and coverage. Most of studies focused on evaluating factors influencing customer satisfaction or associate customer satisfaction and quality of services. This paper used logistic regression to develop customer satisfaction model for Precision Air. Five dimensions or variables have been considered: on time performance; aircraft safety; schedule integrity; on board services; and customer service. Data used in this paper were collected from four major regions with many flights. These include Dar es Salaam, Mwanza, Arusha and Kilimanjaro. A sample size of 272 passengers was selected. Convenience sampling was used to select the respondents. Primary data were collected in the field through questionnaire. Findings showed that out of the five independent variables only one variable is negatively related with satisfaction of airline passengers (customer services). In contrast, on time performance was satisfactory variable by most of passengers compared to the rest of explanatory variables. Airline safety, schedule integrity and on board services are positively related with passengers satisfaction. Relationship between customer services and satisfaction are negatively related which implies that, there is a need of finding strategies to improve customer services to customers. The paper recommends that the airline should maintain and improve on time performance as this is crucial variable for passenger’s satisfaction but other variables need more improvement. Keywords: Logistic, Logit, Dimension, On Time Performance, Aircraft Safety, Schedule Integrity, On Board Services, Customer Service
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Sebjan, Urban, and Polona Tominc. "Conceptual Model of Relationships among Customer Perceptions of Components of Insurance Service." South East European Journal of Economics and Business 10, no. 1 (2015): 32–44. http://dx.doi.org/10.1515/jeb-2015-0002.
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Abstract The objective of this study was to examine the conceptual model and to study the relationships between customer perceptions of the benefits of sales promotion, quality, adequacy of premium, and adequacy of information about the coverage of insurance services. The research model was tested with structural equation modeling (SEM) with a sample of 200 Slovenian users of insurance services. The results indicated that higher perceived benefits of sales promotion were associated with higher perceived quality of insurance services. In addition, higher perceived quality was associated with higher perceived adequacy of information about the coverage and the premium for insurance services. The study also found that higher perceived adequacy of premium was associated with higher perceived adequacy of information about the coverage of insurance services.
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Mosoma, David, and Damas Mfundiri. "DETERMINANTS OF CUSTOMER RETENTION IN MOBILE INDUSTRY - EVIDENCE FROM TIGO AND VODACOM CUSTOMERS IN ILALA DISTRICT, DAR ES SALAAM-TANZANIA." ICTACT Journal on Management Studies 7, no. 1 (2021): 1359–65. https://doi.org/10.21917/ijms.2021.0192.
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The study investigates the determinants of customer retention by mobile telecommunication industries in Ilala District. The study specifically examined the influence of convenience of service, pricing/tariff, network coverage, and service quality on retention of Tigo and Vodacom customers. The study employed mixed research, which encompassed descriptive cross study. Data were collected through questionnaires and interviews and were analyzed through descriptive and inferential statistics. 100 respondents who were Tigo and Vodacom clients participated in the research. Findings depict that respondents were satisfied with the available customer care centres, recharge points, existing recharge vouchers, browsing fees, and price schedules, but were dissatisfied with call rates. Moreover, the study found that signal and drop quality are good and respondents were satisfied with network availability and ultimately confirmed that their expectations were met by service providers. Lastly, the study found that respondents were satisfied with customer complaint reporting mechanisms established by service providers, but had concerns over delays in determining complaints and resolutions reached thereafter.
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Daugherty, Patricia J., Yemisi Bolumole, and Scott J. Grawe. "The new age of customer impatience." International Journal of Physical Distribution & Logistics Management 49, no. 1 (2019): 4–32. http://dx.doi.org/10.1108/ijpdlm-03-2018-0143.
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PurposeThe purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing.Design/methodology/approachThe authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles.FindingsThe authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a “call to arms” to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today’s changing logistics service environment are needed.Originality/valueThe review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.