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1
Zhang, Shu Dong, Bei Bei Gao, and Yan Chen. "Billing System for Integrated Services Customer Premises Network." Key Engineering Materials 460-461 (January 2011): 305–10. http://dx.doi.org/10.4028/www.scientific.net/kem.460-461.305.
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A new Billing system for Integrated Services Customer Premises Network is proposed, which supports the requirement of rating for integrated services of CPN, including TV Service, Internet Service, IP Phone Service, Video Meeting Service. The topology of CPN and the structure of the billing system are introduced, and then the video surveillance access service’s info protocol and the flow of IP phone access service are given. The billing system supports multiple access protocol, such as RADIUS, Diameter, NetFlow, SNMP, PPPOE.
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Świstak, Ewa, and Monika Świątkowska. "Oferta gastronomiczna hoteli warszawskich w ocenie ich gości." Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej, no. 120 (December 29, 2017): 147–57. http://dx.doi.org/10.22630/eiogz.2017.120.45.
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The aim of the study was to evaluate the gastronomy services of Warsaw hotels for services offer and personnel. The results of the survey showed an increasing overall rating of catering services as the hotel standard grew. The proper determination of the catering services quality, independent of the standard of the hotel, has proved to be the right service for the consumer. The organoleptic qualities of the dishes, the way they were served, and the price were most important factors determining services offer. Employees’ involvement, customer attitude and communicativeness were the most important factors determining customer service. Customers of hotels offering higher-standard gastronomy were expecting more personalized service, tailored to their needs.
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Zhang, Junwei, Deyu Li, and Xiaoqin Fan. "A Customer-Centric Trust Evaluation Model for Personalized Service Selection." Scientific Programming 2018 (2018): 1–13. http://dx.doi.org/10.1155/2018/4819195.
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Trust is a very important criterion when service customers select desired Web services from a cluster of Web services with the same function. Most existing trust models cannot effectively implement personalized service selection with regard to consumer preferences and expectations. This paper designs a novel trust management method based on peer-to-peer network and presents a customer-centric trust evaluation model for personalized service selection. The trust evaluation model firstly maintains consumer-to-consumer trust values that are calculated according to preference similarity between customers, secondly gathers ratings on services submitted by other consumers, then synthesizes customer-to-customer trust and these ratings to generate personalized consumer-to-service trust, and finally selects the desired services according to the expected trust levels presented by customers. This paper conducts some experiments to demonstrate the details of service selection. Experimental results show that this model has good applicability to implement personalized service selection. The proposed model well simulates the reality.
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Tsao, Wen-Chin. "Star power: the effect of star rating on service recovery in the hotel industry." International Journal of Contemporary Hospitality Management 30, no. 2 (February 12, 2018): 1092–111. http://dx.doi.org/10.1108/ijchm-05-2016-0247.
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Purpose This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences. Design/methodology/approach A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses. Findings DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. Practical implications This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure. Originality/value This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.
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Rani, Uma, Surjeet Dalal, and Jugnesh Kumar. "Optimizing performance of fuzzy decision support system with multiple parameter dependency for cloud provider evaluation." International Journal of Engineering & Technology 7, no. 1.2 (December 28, 2017): 166. http://dx.doi.org/10.14419/ijet.v7i1.2.9044.
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In today’s world, technological trend offers computing resources as services through the internet in on-demand or pay-as-you-go approach. These services are provided by different cloud service providers. Due to which trust on the any service provider is a choice of any customer. In order to choose a reputed cloud service provider a new method using the concept of fuzzy has proposed in this paper. This method enhanced the customer’s satisfaction level of using cloud services by avoiding ambiguities in fuzzy interface system (FIS) through optimization.Proposed fuzzy rule-based decision support system is collaborating with advanced fuzzy system optimized using a swarm intelligent firefly algorithm that facilitates the consumers in selecting right CSP based upon their rating value. It conducts three different reviews of three different components, i.e. customer review, service provider review and public review. Results are carried out on the basis of both simple and the optimized fuzzy, and it is found that the optimized fuzzy surpasses the simple fuzzy logic.
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Setiarini, Dita Septi, and Sendhang Nurseto. "THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE TO CUSTOMER SATISFACTION (Case Study on Simpedes Savings Products Customer of BRI Unit Tugu Semarang)." JURNAL ADMINISTRASI BISNIS 6, no. 2 (July 2, 2018): 110. http://dx.doi.org/10.14710/jab.v6i2.16612.
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In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902).Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902). Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.
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Macalalad, Marta B. "Customer Service Satisfaction of Frontliners in a University in Cavite." Abstract Proceedings International Scholars Conference 6, no. 1 (October 29, 2018): 231. http://dx.doi.org/10.35974/isc.v6i1.1379.
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Frontliners are people who work on the front lines of a business operation, primarily in customer service roles. They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction.
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Gallagher, Conor, Eoghan Furey, and Kevin Curran. "The Application of Sentiment Analysis and Text Analytics to Customer Experience Reviews to Understand What Customers Are Really Saying." International Journal of Data Warehousing and Mining 15, no. 4 (October 2019): 21–47. http://dx.doi.org/10.4018/ijdwm.2019100102.
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In a world of ever-growing customer data, businesses are required to have a clear line of sight into what their customers think about the business, its products, people and how it treats them. Insight into these critical areas for a business will aid in the development of a robust customer experience strategy and in turn drive loyalty and recommendations to others by their customers. It is key for business to access and mine their customer data to drive a modern customer experience. This article investigates the use of a text mining approach to aid sentiment analysis in the pursuit of understanding what customers are saying about products, services and interactions with a business. This is commonly known as Voice of the Customer (VOC) data and it is key to unlocking customer sentiment. The authors analyse the relationship between unstructured customer sentiment in the form of verbatim feedback and structured data in the form of user review ratings or satisfaction ratings to explore the question of whether customers say what they really think when given the opportunity to provide free text feedback as opposed to how they rate a product on a scale of one to five. Using various Sentiment Analysis approaches, the authors assign a sentiment score to a piece of verbatim feedback and then categorise it as positive, negative, or neutral. Using this normalised sentiment score, they compare it to the corresponding rating score and investigate the potential business insights. The results obtained indicate that a business cannot rely solely on a standalone single metric as a source of truth regarding customer experience. There is a significant difference between the customer ratings score and the sentiment of their corresponding review of the product. The authors propose that it is imperative that a business supplements their customer feedback scores with a robust sentiment analysis strategy.
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Gerchak, Yigal. "Procurement (Reverse) Auctions Where Service Providers have Official Ratings." International Game Theory Review 18, no. 04 (October 26, 2016): 1650016. http://dx.doi.org/10.1142/s021919891650016x.
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We consider service providers (e.g., contractors) who bid for undertaking a large project — reverse auctions. As there is a risk that the lowest bidder will not be able to complete the project on budget or time, the customer, often a government agency, wishes to incorporate prior information on the bidders reliabilities into the choice of winning bid. We consider the use of official ratings of bidders, which are common knowledge. The customer is assumed to select the bidder for which the ratio of bid to rating is the lowest. A bidder assumes that each other bidder’s bid is the sum of its private value, the ratio of this value to its rating and the inverse of the rating. We characterize the equilibrium bids of two bidders, of [Formula: see text] symmetric bidders and of three nonsymmetric bidders, and provide comparative statics and examples. We also discuss a scenario where all ratings are known only to the customer, and each bidder knows only its own rating.
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Linina, Iveta, Velga Vevere, and Rosita Zvirgzdina. "NECESSITY OF CUSTOMER LOYALTY FORMATION AND ITS PECULIARITIES IN THE TELECOMMUNICATION SERVICES." ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 1 (June 20, 2019): 142. http://dx.doi.org/10.17770/etr2019vol1.4124.
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Everyday life is unimaginable without telecommunication services; they are the significant players in the national economy. All business activities, including the ones of telecommunication services, are directed towards the satisfaction of customers’ needs and wants, and hence towards the profit earning. This process, in its turn, entails the formation of different company/customer relations, where both parties want to gain something out of these relations. The company strives, first of all, to increase the turnover and profit, while the customer wants to receive the desired services, information and the proper attitude. These customer gains can be basis of the loyalty formation, that is very important for the company, because the process of attracting new consumers always involves spending money, time and energy. The goal of this work is to explore the loyalty formation process and its peculiarities in the telecommunication services. Based on the results of the study, it was found that the experts rated the offer of corporate loyalty programs at the lowest, then followed the service offer and the price, but slightly higher the service quality. The experts assigned the highest rating to the prestige of the service. Based on the low assessment of the experts in the telecommunication industry of the loyalty program offer, the authors propose the conceptual consumer loyalty model for the practical use.
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Lathifah Arief, Tri A. Sundara, and Heru Saputra. "Studi Perbandingan Jaringan Blockchain sebagai Platform Sistem Rating." Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) 5, no. 4 (August 30, 2021): 827–36. http://dx.doi.org/10.29207/resti.v5i4.2588.
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In the tourism industry, reputation is important information that influence customer behavior. Some services, such as hotels, take advantage of feedback from customers. This research aims to develop a review system by utilizing blockchain and machine learning for sustainable tourism. As proof of concept, a comparison method is carried out between several existing Blockchain networks. The system prototype then implemented using Hyperledger blockchain network, so that measurement of its performance is possible. The results show the feasibility of the blockchain network to be used for a rating system, although several aspects need to be considered in its implementation.
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Boothman, Christopher, Nigel Craig, and James Sommerville. "The UK housing developers’ five-star rating: fact or fiction?" Journal of Facilities Management 16, no. 3 (July 2, 2018): 269–83. http://dx.doi.org/10.1108/jfm-10-2016-0039.
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Purpose The purpose of this paper is to explore how the data collected by the House Builders Federation (HBF)/National House Building Council (NHBC) surveys are used in practice to improve the service provided to the customers, the transition of any changes into practice and the overall management of the customer satisfaction process by the builder. Design/methodology/approach A qualitative approach to the research was adopted, and the findings from the interviews provide an indication of the views from a range of private/speculative house builders relating to the areas of customer satisfaction and the ratings provided through industry-based surveys. Findings This paper has uncovered the views and opinions of private house builders relating to customer satisfaction and five-star ratings. The findings provide evidence that the house building industry is not fully engaged with the HBF five-star-related concept and that they provide a differing level of service in relation to customer satisfaction. Research limitations/implications The research concluded that the customer can be manipulated by the builders in some cases causing a bias in the market; on the whole, the customer satisfaction surveys and star rating are simply seen as a marketing tool, used by the builders marketing department as a sign of quality and a way to promote the company. Practical implications This paper is of interest to private house builders and the wider construction industry and will aid their understanding of not only generic customer satisfaction but also in particular customer satisfaction in new build housing and quality-related ratings/targets applied by industry bodies. Originality/value The paper provides an insight to house builders practices by examining the use of the HBF/NHBC survey results and how they are used to manage and improve the service provided to the customer, and the results therefore are of value to the end home buyer and the wider house building industry.
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Chen, Shen Bao. "An Electronic Commerce Recommender System Based on Product Character." Advanced Materials Research 267 (June 2011): 909–12. http://dx.doi.org/10.4028/www.scientific.net/amr.267.909.
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In the increasingly competitive environment, in order to effectively preserve the user, preventing customer churn, increase sales of e-commerce systems, e-commerce recommendation system in the importance of the products has been revealed. Recommendation system in e-commerce system can provide commodity information and advice to help customers decide what products to buy, analog sales staff to complete the purchase of goods to the customer referral process so that customers feel completely personalized service. To improve the item-based collaborative filtering algorithm, an electronic commerce recommendation system based on product character is presented. This approach revises the original similarity using product character, takes into account the influence of product character and customer rating, and combines the customer rating similarity and the product character similarity.
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Kim, Woo Gon, and Seo Ah Park. "Social media review rating versus traditional customer satisfaction." International Journal of Contemporary Hospitality Management 29, no. 2 (February 13, 2017): 784–802. http://dx.doi.org/10.1108/ijchm-11-2015-0627.
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Purpose This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries’ review ratings serve as the most reliable and valid predictor for hotel performance. Design/methodology/approach In 2014, CS and hotel performance data were collected from the internal database of full-service hotels operated and managed by a large hotel chain in the USA. Each property’s social media review ratings data were hand-collected from major online travel intermediaries and social media websites. Findings The results of this study indicate that social media review rating is a more significant predictor than traditional CS for explaining hotel performance metrics. Additionally, the social media review rating of TripAdvisor is the best predictor for hotel performance out of the other intermediaries. Research limitations/implications This research contributes to the hospitality literature because it examines the incremental explanatory power of social media review rating and traditional CS on hotel performance. Among the leading online travel intermediaries, the findings show that TripAdvisor’s social media review rating has the most salient effect on hotel performance. Practical implications The result of this study provides useful practical implications for hotel marketers and revenue managers. This study assists hotel marketers and revenue managers in better allocating their budget for marketing and suggests ways for channel optimization. Originality/value The finding of this study will help revenue managers, marketing managers, and hotel owners make decisions regarding their marketing budget allocation to their social media marketing campaign and select the optimal online travel intermediaries as part of their channel management strategies.
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De, Johan W. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach." Journal of Economics and Behavioral Studies 5, no. 11 (November 30, 2013): 752–61. http://dx.doi.org/10.22610/jebs.v5i11.448.
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This study attempts to identify the various service and value factors that matter most to domestic airline passengers in South Africa and to benchmark it with the domestic airline industry in Malaysia that has similar airline services. A survey methodology involving face-to-face interviews was employed to conduct interviews with 196 participants from South Africa and 189 from Malaysia. Respondents were targeted on a convenience basis. Despite the use of this non-probabilistic sampling method, the data that were yielded showed high levels of internal consistency. A random splitting of each of the two datasets (i.e. South Africa and Malaysia) and subsequent comparison of firstly, demographic characteristics and secondly, the average ratings of key items revealed no significant differences, thus confirming repeatability or reproducibility of measurement. Trained fieldworkers assisted with the interviews. The findings revealed the following. The first research objective identifies those aspects that respondents typically consider most and least important when travelling on a domestic airline. The mean importance ratings obtained for each of the service items were calculated and ranked from highest to lowest scores. The items were ranked within the four broader service dimensions for the two samples. The first dimension is labelled ‘convenience of booking’ and the results reveal considerable similarities between the two samples, with both South African and Malaysian respondents rating online booking opportunity as the most important aspect within these dimensions. The second service dimension investigated in the study is ‘cabin service scapes’. The item that was rated most important by both South African and Malaysian respondents was comforts of the seats. The third service dimension labelled ‘cabin crew’. Cabin crew's credibility obtained the highest average importance rating. The last dimension studied was labelled ‘timeliness of flight’. The top rated item was on-time departures and arrivals.
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Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Description of Florists' Cognitive Structure and Perceived Performance of Supplier Services through Second-order Factor Analysis." Journal of the American Society for Horticultural Science 116, no. 1 (January 1991): 161–65. http://dx.doi.org/10.21273/jashs.116.1.161.
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Retail florists' performance ratings of services provided by wholesale growers, wholesale florists, and grower-shippers/brokers were factor-analyzed to yield a hierarchical classification of customer service in floral distribution. Nine customer service factors were identified and three major independent classes of customer service were defined, including 1) physical distribution, 2) marketing, and 3) product quality services. Florists rated the performance of suppliers' physical distribution services higher than marketing and product quality services. Florists' perception of physical distribution and product quality services did not vary across type of supplier, but for marketing services, florists rated wholesale growers higher in performance than wholesale florists. The hierarchical classification of customer service and service performance profiles provide the floral industry with relevant market information for the successful development and effective implementation of customer service programs.
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Munap, Rudzi, Siti Nor Bayaah Ahmad, Sofhinaz Abdul Hamid, and Mirza Fareed Beg MM Talib Beg. "The Influence of End User Computing System (EUCS) on User Satisfaction: The Case of a Logistic and Courier Service Company." International Journal of Social Sciences and Humanities Invention 5, no. 12 (December 7, 2018): 5103–10. http://dx.doi.org/10.18535/ijsshi/v5i12.03.
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In any service and product delivery organizations, front-line employees play a key role in interacting with customers. The organization seek information from the customers; make sense of the information and by using an information system provided they further take action to meet customer demands. The interactions between front-line employees and customers influence the overall perception of the service quality and ultimately, customer satisfaction within the services context. This is because services are characterized by inseparability and intangibility, and it is often the employees themselves who deliver the service and act as a communication channel. Since satisfied employees are likely to treat customers better and offer an improved service, therefore it is vital for an organization to understand the needs and expectations of their employees to increase their level of satisfaction. The present study was using one of the main logistic and courier services in Malaysia by evaluating the effectiveness and efficiency of its over-the-counter system. Using the original model Doll and Torkzadeh (1988), self-administered questionnaires were distributed to 234 employees located at selected branches in Klang Valley, Malaysia. Findings indicated that among the five dimensions of users’ satisfaction namely content, accuracy, format and timeliness; show positive significant relationship with the user’s satisfaction. Only ease-of-use indicated no significant relationship. It has proven that front-line employees play a significant role in the overall service rating, organizations should be more considerate and provide attention in managing their performance. The findings of the study can provide valuable information to postal organizations that have adopted or are thinking about adopting a new retail system. These postal organizations will have better opportunity to gain insights in order to make the adoption successful as they get to know how end users perceive content, accuracy, format, ease of use and timeliness of the system.
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Zaki Ahmed, Ayat, and Manuel Rodríguez-Díaz. "Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines." Sustainability 12, no. 20 (October 20, 2020): 8683. http://dx.doi.org/10.3390/su12208683.
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Sentiment analysis is becoming an essential tool for analyzing the contents of online customer reviews. This analysis involves identifying the necessary labels to determine whether a comment is positive, negative, or neutral, and the intensity with which the customer’s sentiment is expressed. Based on this information, service companies such as airlines can design and implement a communication strategy to improve their customers’ image of the company and the service received. This study proposes a methodology to identify the significant labels that represent the customers’ sentiments, based on a quantitative variable, that is, the overall rating. The key labels were identified in the comments’ titles, which usually include the words that best define the customer experience. This database was applied to more extensive online customer reviews in order to validate that the identified tags are meaningful for assessing the sentiments expressed in them. The results show that the labels elaborated from the titles are valid for analyzing the feelings in the comments, thus, simplifying the labels to be taken into account when carrying out a sentiment analysis of customers’ online comments.
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Jackson, Chris J., and Adrian Furnham. "Appraisal Ratings, Halo, and Selection: A Study Using Sales Staff." European Journal of Psychological Assessment 17, no. 1 (January 2001): 17–24. http://dx.doi.org/10.1027//1015-5759.17.1.17.
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Summary: Supervisor ratings are useful criteria for the validation of selection instruments but may be limited because of the presence of rating errors, such as halo. This study set out to show that supervisor ratings which are high in halo remain successful criteria in selection. Following a thorough job analysis, a customer service questionnaire was designed to assess the potential of retail sales staff on three “orthogonal” subscales labelled Dealing with people, Emotions and energy, and Solitary style. These subscales were uncorrelated with supervisor ratings made about 8 weeks later. However, the supervisor ratings were correlated with an overall scale derived from the three scales of the customer service questionnaire. These results support the view that supervisor ratings generally consist of global impressions and suggest that these global impressions are useful measures of overall performance. This field study confirms laboratory results that halo does not necessarily reduce rating accuracy.
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Chikosha, Felix, and Clever Vutete. "The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction." Greener Journal of Business and Management Studies 4, no. 4 (August 20, 2014): 146–52. http://dx.doi.org/10.15580/gjbms.2014.4.062614282.
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AL-AOMAR, RAID, and FIKRI DWEIRI. "A CUSTOMER-ORIENTED DECISION AGENT FOR PRODUCT SELECTION IN WEB-BASED SERVICES." International Journal of Information Technology & Decision Making 07, no. 01 (March 2008): 35–52. http://dx.doi.org/10.1142/s0219622008002806.
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This paper describes a web-based Decision Agent (DA) that provides a customer-oriented approach for selecting products in online orders. The proposed approach is focused on enhancing the front-end of company's business portal by segmenting prospective online customers and directing them to use decision modules that improve user perception in terms of effort, accuracy, and acceptance. The user's Consistency Ratio (CR) in evaluating the attributes of online products is used to categorize prospected users and to direct them to proceed with one of three decision modules, Analytical Hierarchy Process (AHP), Simple Multi-Attribute Rating Technique (SMART), and Direct Scaling Method (DSM). The proposed approach is applied to an online cellular phone selection case study. Experimental results showed the fit of assigned decision modules to customer classes where users made smart phone selections with less effort and higher reported convenience and satisfaction. The approach can be tailored for other online products and can be integrated into the websites of producers and online stores in a wide range of business applications.
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Ayo, Charles k., Aderonke Atinuke Oni, Oyerinde J. Adewoye, and Ibukun O. Eweoya. "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 347–67. http://dx.doi.org/10.1108/ijbm-12-2014-0175.
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Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings – The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications – This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value – This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.
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Kumar, T. S., and V. Vinothini. "A Study on Customer Satisfaction towards Banking Services of IndusInd Bank in Vadalur Town." Shanlax International Journal of Arts, Science and Humanities 8, no. 1 (July 2, 2020): 149–62. http://dx.doi.org/10.34293/sijash.v8i1.2466.
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This study has been conducted with the purpose of assessing the quality of service of Indusind Bank in Vadalur Town. Consumer marketing companies face intense competition, and banks are no exception. For service firms in general and banks in particular, it is indeed essential to focus on the requirements of the customers and to effectively meet them.Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is characterized as’ the number of customers, or percentage of total customers, whose recorded experience with a business, its products or services (ratings) exceeds stated satisfaction objectives. The study aims to know the satisfaction level among the customers of the Indusind Bank. Service quality scale was used with five dimensions, reliability, empathy, namely physical aspect, assurance, and responsibility. This study also focuses on the banks’ different attributes and their impact on customer satisfaction. This study is limited only to the town of Vadalur. This is a descriptive study; the data were gathered from primary sources for this research. Two sets of questionnaires were prepared; one set was for the customers of the banks with service parameters, while the other was for the managers of the banks with key determinants. The analysis of the data collected was done through the use of a statistical package for social science (SPSS).Percentage analysis, chi-square test, was the test used to analyze the data. The result so obtained from this analysis indicates that the banks indeed are providing good services to their customers wherein customers are also satisfied. There are a few more service parameters that the banks need to take care to hold on to their customers.
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Machauer, Achim, and Sebastian Morgner. "Segmentation of bank customers by expected benefits and attitudes." International Journal of Bank Marketing 19, no. 1 (February 1, 2001): 6–18. http://dx.doi.org/10.1108/02652320110366472.
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Segmentation by demographic factors is widely used in bank marketing despite the fact that the correlation of such factors with the needs of customers is often weak. Segmentation by expected benefits and attitudes could enhance a bank’s ability to address the conflict between individual service and cost‐saving standardisation. Using cluster analysis segments were formed based on combinations of customer ratings for different attitudinal dimensions and benefits of bank service. The clusters generated in this way were superior in their homogeneity and profile to customer segments gained by referring to demographic differences. Additionally, four characteristic groups of customers were identified showing special preferences for and against information services and technology.
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Abrudan, Ioana-Nicoleta, Ciprian-Marcel Pop, and Paul-Sorin Lazăr. "Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings." Sustainability 12, no. 21 (November 9, 2020): 9302. http://dx.doi.org/10.3390/su12219302.
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The hotel market has become extremely competitive over the past years. Hotels try to differentiate themselves through their services and facilities. To make the best choice when searching for accommodation, guests increasingly use rating systems of booking sites. Using an ordered logit model (OLM), we identify, in our study, a sample that comprises of 635 hotels from Romania. These are the hotel facilities that significantly influence customer review scores (as an expression of customer satisfaction) on booking.com, the most widespread rating system. We also identify whether their impact on intervals of satisfaction levels vary. Some explanatory variables invalidate the Brant test for proportional odds assumption. Thus, for the final estimates, we use a generalized ordered logit model (GOLOGIT). The results show that food-related facilities, restaurants, and complimentary breakfasts, are very significant for customer ratings. Relevant hotel common facilities are the pool and parking spaces, while for the room—the flat-screen TV. It is interesting to note the negative influence of pets, which seem to disturb other tourists. In the sustainability category, only facilities for disabled people and electric vehicle charging stations are relevant.
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Siagian, Valentine. "Reviewing Service Quality of UBER: Between Customer Satisfaction and Customer Expectation." Abstract Proceedings International Scholars Conference 7, no. 1 (December 18, 2019): 1283–92. http://dx.doi.org/10.35974/isc.v7i1.1976.
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This paper examines the gap between the expected service and reality from Uber’s customer perception. Service companies tend to be careful and pay more attention to their customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer satisfaction and customer expectation. The hypothesis was tested in the empirical study to find how service quality (with five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. 105 international students from Indonesia who lives in Taiwan and experienced riding with Uber in Taiwan filled out the online questionnaire. SPSS 23 was used to do the analysis. The result of F-test shows that customer satisfaction positively influenced by service quality, while t-test shows that there is improvement needed on responsiveness and empathy dimension. Rating system from Uber declares that customer satisfaction is 4.6 out of 5, this paper shows that customer satisfaction is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. This research can be done with a wider range to know more about customers’ delight on using Uber. Language barrier between customer and Uber driver could be the reason of the gap. Including Taiwanese students as respondents could be done for further research.
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Putra, Darmayana, Benny DaniawanDaniawan, Suwit Witno, and Andri Wijaya. "The Analysis and Design Marketplace Information Systems Web-Based of Electronic Repair Service Providers with Haversine Method." bit-Tech 2, no. 1 (November 1, 2019): 53–62. http://dx.doi.org/10.32877/bt.v2i1.89.
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This system is designed to help customers find electronic service centers were spread in Tangerang. The distribution of electronic service center makes it difficult for users to determine the right electronic service center. Sometimes customers don’t know the results of repairs from the electronic service center. Search for electronic service center on the system is using the Haversine method. Haversine is used to calculate the distance between the position of the customer and the position of the electronic service centers. In addition to Haversine, the search for electronic service center will be adjusted to the type of goods you want to repair and rating from the results of the performance electronic service center. In this system, the customer can choose the damage diagnosis available and the customer can also make a special order by describing the customer's damage. This system was tested using Black Box Testing with Boundary Value Analysis technique, based on the results of testing the system can use data with a success percentage of 96.66%. The system is tested with User Acceptance Testing to find out how much the level of user acceptance of the system designed, and the result is 75% of users agree with the system.
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Jia, Susan (Sixue). "Behind the ratings: Text mining of restaurant customers’ online reviews." International Journal of Market Research 60, no. 6 (January 4, 2018): 561–72. http://dx.doi.org/10.1177/1470785317752048.
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Establishing the relation between online ratings and reviews provides a potentially inexpensive and effective way for restaurants to capture quality improvement hints from customers. To this end, this study proposes an integrated approach that leverages text mining and empirical modeling to quantitatively correlate ratings with reviews. From Dianping.com (a Chinese crowd-sourced online review community), 49,080 pairs of restaurant rating and review were examined, with high-frequency words, major topics, and subtopics identified. Multilinear regression was employed to screen out the most impactful factors that influence taste, environment, and service ratings. Managerially, the idea of triggering the synergistic benefit from customer ratings and reviews is referential for market practitioners both within and beyond the catering industry.
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Murphy, Paul R., and James M. Daley. "Examining international freight forwarder services: the perspectives of current providers and users." Journal of Transportation Management 9, no. 1 (April 1, 1997): 19–27. http://dx.doi.org/10.22237/jotm/859896240.
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The service quality literature indicates a variety of gaps between expected and perceived quality, and that service quality is a key determinant of customer satisfaction. As such, the present paper examines international freight forwarders (IFFs) and IFF customers with respect to various services which might be provided by IFFs; the paper also reports on user satisfaction with their IFFs. The study results identified several mismatches between what the forwarders are currently providing and what services the users view as important. In addition, the satisfaction ratings suggest that forwarders’ performance has room for improvement.
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Zhuang, Yuanyuan, and Jaekyeong Kim. "A BERT-Based Multi-Criteria Recommender System for Hotel Promotion Management." Sustainability 13, no. 14 (July 19, 2021): 8039. http://dx.doi.org/10.3390/su13148039.
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Numerous reviews are posted every day on travel information sharing platforms and sites. Hotels want to develop a customer recommender system to quickly and effectively identify potential target customers. TripAdvisor, the travel website that provided the data used in this study, allows customers to rate the hotel based on six criteria: Value, Service, Location, Room, Cleanliness, and Sleep Quality. Existing studies classify reviews into positive, negative, and neutral by extracting sentiment terms through simple sentimental analysis. However, this method has limitations in that it does not consider various aspects of hotels well. Therefore, this study performs fine-tuning the BERT (Bidirectional Encoder Representations from Transformers) model using review data with rating labels on the TripAdvisor site. This study suggests a multi-criteria recommender system to recommend a suitable target customers for the hotel. As the rating values of six criteria of TripAdvisor are insufficient, the proposed recommender system uses fine-tuned BERT to predict six criteria ratings. Based on this predicted ratings, a multi-criteria recommender system recommends personalized Top-N customers for each hotel. The performance of the multi-criteria recommender system suggested in this study is better than that of the benchmark system, a single-criteria recommender system using overall ratings.
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Zarbo, Richard J., Raouf E. Nakhleh, and Molly Walsh. "Customer Satisfaction in Anatomic Pathology." Archives of Pathology & Laboratory Medicine 127, no. 1 (January 1, 2003): 23–29. http://dx.doi.org/10.5858/2003-127-23-csia.
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Abstract Context.—Measurement of physicians' and patients' satisfaction with laboratory services has recently become a requirement of health care accreditation agencies in the United States. To our knowledge, this is the first customer satisfaction survey of anatomic pathology services to provide a standardized tool and benchmarks for subsequent measures of satisfaction. Objective.—This Q-Probes study assessed physician satisfaction with anatomic pathology laboratory services and sought to determine characteristics that correlate with a high level of physician satisfaction. Design.—In January 2001, each laboratory used standardized survey forms to assess physician customer satisfaction with 10 specific elements of service in anatomic pathology and an overall satisfaction rating based on a scale of rankings from a 5 for excellent to a 1 for poor. Data from up to 50 surveys returned per laboratory were compiled and analyzed by the College of American Pathologists. A general questionnaire collected information about types of services offered and each laboratory's quality assurance initiatives to determine characteristics that correlate with a high level of physician satisfaction. Setting.—Hospital-based laboratories in the United States (95.8%), as well as others from Canada and Australia. Participants.—Ninety-four voluntary subscriber laboratories in the College of American Pathologists Q-Probes quality improvement program participated in this survey. Roughly 70% of respondents were from hospitals with occupied bedsizes of 300 or less, 65% were private nonprofit institutions, just over half were located in cities, one third were teaching hospitals, and 19% had pathology residency training programs. Main Outcome Measures.—Overall physician satisfaction with anatomic pathology and 10 selected aspects of the laboratory service (professional interaction, diagnostic accuracy, pathologist responsiveness to problems, pathologist accessibility for frozen section, tumor board presentations, courtesy of secretarial and technical staff, communication of relevant information, teaching conferences and courses, notification of significant abnormal results, and timeliness of reporting). Results.—The database of 3065 physician surveys was derived from 94 laboratories. An average of 32.6 surveys (median 30) was returned per institution, with a range of 5 to 50 surveys per institution. The mean response rate was 35.6% (median 32.5%). The median (50th percentile) laboratory had an overall median satisfaction score of 4.4. The lowest satisfaction scores that were obtained all related to poor communication, which included timeliness of reporting, communication of relevant information, and notification of significant abnormal results. Statistically significant associations of customer satisfaction with certain institutional characteristics and laboratory performance improvement activities were identified. Conclusions.—The importance of this satisfaction survey lies not in its requirement as an exercise for accrediting agencies but in understanding the needs of the customer (in this case the physician) to direct performance improvement in the delivery of quality anatomic pathology laboratory services.
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Kim, Peter BeomCheol, and Kevin D. Carlson. "Agreement on service performance ratings between frontline employees and their supervisor." Journal of Service Theory and Practice 26, no. 5 (September 12, 2016): 721–40. http://dx.doi.org/10.1108/jstp-04-2015-0110.
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Purpose The purpose of this paper is to examine whether agreement between frontline employee self-ratings and supervisory ratings of service performance functions as an indicator of healthy supervisor-subordination relationships above and beyond what might be indicated simply by either supervisory ratings or self-ratings. Design/methodology/approach Research hypotheses were tested using a sample of 220 matched pairs of frontline service workers and their immediate supervisors from nine full service hotels in the USA. Findings The results show that higher levels of agreement in service performance ratings between employees and supervisors is associated with higher levels of leader-member exchange (LMX) and organizational commitment. Practical implications Senior managers can refer to the level of performance rating agreement between customer service employees and their supervisors in assessing supervisors’ competency to manage their work relationship with their subordinates. Originality/value This study examined rating agreement in a service performance context and found rating agreement between subordinates and their supervisor may have a unique effect on service worker effectiveness, producing a unique incremental effect on LMX and organizational commitment. This is important given that few attempts have been made to examine service performance from both subordinates’ and supervisors’ perspectives and the implication that rating agreement may have for improving employee service performance.
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Poister, Theodore H., Richard H. Harris, and Joseph Robinson. "Large-Scale Customer Feedback on a State Highway Maintenance Program." Public Works Management & Policy 2, no. 4 (April 1998): 294–305. http://dx.doi.org/10.1177/1087724x9800200403.
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Public works agencies are focusing increasingly on the concepts of quality and customer service in response to growing demands for accountability and improved performance. In an effort to gauge customers' satisfaction with the services they provide, state transportation departments are beginning to solicit feedback from their customers to complement more traditional performance measures. This article reports the findings of a large-scale survey of the principal customers of the Pennsylvania Department of Transportation's highway maintenance program. The sample size and the disproportionally stratified sampling strategy were aimed at providing reliable data for 67 individual county-level maintenance units. The results indicate widespread variation in motorists' ratings of road quality, which correlate moderately with more traditional engineering-oriented measures of road quality, but it is clear that they offer a different perspective on service quality, which transportation departments will have to learn more about if they are serious about improving customer satisfaction.
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Jia, Sixue. "Managing Customers' Satisfaction: Evidence from Mining User Generated Content on the Internet." Business and Management Research 7, no. 4 (October 17, 2018): 1. http://dx.doi.org/10.5430/bmr.v7n4p1.
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Establishing the relation between online ratings and reviews provides a potentially inexpensive and effective way for karaoke managers to capture satisfaction and quality improvement information from customers. To this end, this study proposes an integrated approach that leverages text mining and empirical modeling to quantitatively correlate user generated content on the internet. From Dianping.com (a Chinese crowd-sourced online review community), 47,069 pairs of karaoke rating and review were examined, with major topics identified. Subsequently, multilinear regression was employed to screen out the most impactful factors that influence overall, environment, sound effect, and service ratings. Managerially, the idea of triggering the synergistic benefit from customer ratings and reviews is referential for market practitioners both within and beyond the karaoke industry.
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Kim, Anastasia, and Vadim Corsun. "THE EXCHANGE OF CADASTRAL SERVICES, INCLUDING INTEGRATED ONLINE PLATFORM FOR INTERACTION BETWEEN CADASTRAL ENGINEERS AND CUSTOMERS." Interexpo GEO-Siberia 7 (2019): 221–26. http://dx.doi.org/10.33764/2618-981x-2019-7-221-226.
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The article provides a rationale for the need to create a resource that will contain the base of cadastral engineers, access to services for the provision of services in the field of cadastre. All financial transactions will be carried out through a secure transaction, thus allowing the customer to be confident in the reliability of the services provided. Also provides statistics for each cadastral engineer, their rating and reviews section on services rendered. The article also presents the stages of its development, peculiarities of the concept and structure of the site.
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Ghasemaghaei, Maryam, Seyed Pouyan Eslami, Ken Deal, and Khaled Hassanein. "Reviews’ length and sentiment as correlates of online reviews’ ratings." Internet Research 28, no. 3 (June 4, 2018): 544–63. http://dx.doi.org/10.1108/intr-12-2016-0394.
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Purpose The purpose of this paper is twofold: first, to identify and validate reviews’ length and sentiment as correlates of online reviews’ ratings; and second, to understand the emotions embedded in online reviews and how they associate with specific words used in such reviews. Design/methodology/approach A panel data set of customer reviews was collected for auto, life, and home insurance from January 2012 to December 2015 using a web scraping technique. Using a sentiment analysis approach, 1,584 reviews for the auto, home, and life insurance services of 156 insurance companies were analyzed. Findings The results indicate that, since 2013, consumers have generally had more negative emotions than positive ones toward insurance services. The results also show that consumer review sentiment correlates positively and review length correlates negatively with consumer online review ratings. Furthermore, a two-way ANOVA analysis shows that, in general, short reviews with positive sentiment are associated with high review ratings. Practical implications The findings of this study provide service companies, in general, and insurance companies, in particular, with important guidelines that should be considered to increase consumers’ positive attitude toward their services. Originality/value This paper highlights the importance of sentiment analysis in identifying consumer reviews’ emotions and understanding the associations and interactions of reviews’ length and sentiment on online review rating, which can lead to improved marketing strategies.
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Elder, Keith, Louise Meret-Hanke, Caress Dean, Jacqueline Wiltshire, Keon L. Gilbert, Jing Wang, Enbal Shacham, et al. "How Do African American Men Rate Their Health Care? An Analysis of the Consumer Assessment of Health Plans 2003-2006." American Journal of Men's Health 9, no. 3 (April 30, 2014): 178–85. http://dx.doi.org/10.1177/1557988314532824.
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African American (AA) men remain one of the most disconnected groups from health care. This study examines the association between AA men’s rating of health care and rating of their personal physician. The sample included 12,074 AA men aged 18 years or older from the 2003 to 2006 waves of the Consumer Assessment of Healthcare Providers and Systems Adult Commercial Health Plan Survey. Multilevel models were used to obtain adjusted means rating of health care systems and personal physician, and the relationship of ratings with the rating of personal physician. The adjusted means were 80 (on a 100-point scale) for most health ratings and composite health care scores: personal physician (83.9), specialist (83.66), health care (82.34), getting needed care (89.57), physician communication (83.17), medical staff courtesy (86.58), and customer service helpfulness (88.37). Physician communication was the strongest predictor for physician rating. AA men’s health is understudied, and additional research is warranted to improve how they interface with the health care system.
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Lemmink, Jos, Iva Franzelova, Maria Säaksjärvi, and Kristina Heinonen. "Customer-dominant logic and the need for exploring app usage in different customer contexts." Journal of Indian Business Research 11, no. 1 (March 7, 2019): 50–59. http://dx.doi.org/10.1108/jibr-05-2018-0137.
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PurposeNowadays, customers have big chunks of information on their smartphones and can acquire information and make decisions rapidly, oftentimes with the use of specific apps. Most of the research on this topic to date has been conducted from the perspective of the provider, or the company, therefore missing the value that is created with these apps in the customer’s own domain according to the customer-dominant logic (CDL) approach.Design/methodology/approachAs compared with prior research, CDL requires a different type of research that is much more inclined towards customers and specific circumstances. This paper is positioned within CDL (Heinonen and Strandvik, 2015) and aims to quantitatively explore app usage in different customer contexts.FindingsSeven apps were tested in two different usage contexts: a social vs an individual context and a calm vs dynamic context. It was found that for the social vs individual context there was no difference; thus, managers should not pay too much attention to whether the user of the digital service is in a social context. For the calm vs dynamic social context, it was found that customers’ satisfaction, enjoyment, pleasure and their overall rating of an app were higher when the customer as in a tranquil vs dynamic context.Research limitations/implicationsThe proposed method provides a highly relevant way to approach app development from a CDL perspective.Practical implicationsThese findings provide evidence that context matters and that we should study customer behavior from a more integral and detailed perspective as has been advocated by CDL.Social implicationsApp research should incorporate a customer focused approach. This means that not only the customers’ needs need to be considered. The circumstances and context in which apps are used are highly relevant as well.Originality/valueThis research uses a CDL approach to provide evidence about the consequences for app usage and satisfaction and shows the necessity of incorporating specific circumstances, customer experience and usage variables to a larger extend than has been advocated in the past.
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Manchaiah, Vinaya, Rebecca J. Bennett, Pierre Ratinaud, and De Wet Swanepoel. "Experiences With Hearing Health Care Services: What Can We Learn From Online Consumer Reviews?" American Journal of Audiology 30, no. 3 (September 10, 2021): 745–54. http://dx.doi.org/10.1044/2021_aja-21-00041.
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Objective The aim of this study was to examine experiences of hearing health care services as described in online consumer reviews. Design This study used a cross-sectional design. Online consumer reviews about hearing health care services generated from Google.com to an open-ended question “Share details of your own experience at this place” and perceived overall experience (indicated on a 5-point rating scale: “very good” to “very poor”) were extracted from 40 different cities across the United States. The open text contributed a text corpus of 9,622 unique consumer reviews. These responses were analyzed with the cluster analysis approach using an open-source automated text analysis software program, IRaMuTeQ, to identify key themes. Association between clusters and consumer experience ratings as well as consumer metadata (percentage of older adults in the city, region) were examined using the chi-square analysis. Results The majority of consumers appeared satisfied with their hearing health care services, with nearly 95% of consumers reporting “very good” and “good” on the global experience scale. The analysis of text responses resulted in seven clusters within two domains. Domain 1 (Clinical Processes) included the three clusters: administration processes, perceived benefits, and device acquisition. Domain 2 (Staff and Service Interactions) included the four clusters: clinician communications, staff professionalism , customer service, and provider satisfaction . Content relating to administration processes was associated with overall rating regarding the hearing health care service experience. Consumer's reviews relating to administration processes mostly described negative experiences, and these participants were more inclined to provide poorer overall experience ratings. In addition, city characteristics (i.e., percentage of older adults, region) had bearing toward what elements of hearing health care services are highlighted more in the consumer reviews. Conclusions Consumers comment on a variety of elements when describing their experiences with hearing health care services. Experiences reported in most clusters were generally positive, although some concerns in the “clinical process” are associated with lower satisfaction. Employing patient-centered strategies and ensuring patients have good experiences in the areas of concern may help improve both patient experience and their satisfaction. Supplemental Material https://doi.org/10.23641/asha.16455924
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Lee, Minwoo, Seonjeong (Ally) Lee, and Yoon Koh. "Multisensory experience for enhancing hotel guest experience." International Journal of Contemporary Hospitality Management 31, no. 11 (November 11, 2019): 4313–37. http://dx.doi.org/10.1108/ijchm-03-2018-0263.
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Purpose This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and business intelligence techniques. Design/methodology/approach Online customer reviews for all New York City hotels were collected from Tripadvisor.com and analyzed through business intelligence and big data analytics techniques including data mining, text analytics, sentiment analysis and regression analysis. Findings The current study identifies the relationship between affective evaluations (i.e. positive affect and negative affect) and customer satisfaction. Research findings also find the negative effect of reviewer’s cognitive effort on satisfaction rating. More importantly, this study demonstrates the moderating role of multisensory experience as an innovative marketing tool on the relationship between affect/cognitive evaluation and customer satisfaction in the hospitality setting. Originality/value This study is the first study to explore the critical role of sensory marketing on hotel guest experience in the context of hotel customer experience and service innovation, based on big data and business intelligence techniques.
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Kravtsova, Margarita V. "The Public Procurement and the Quality of Services: The Case of Moscow Hospitals." Economics of Contemporary Russia, no. 4 (December 31, 2020): 118–31. http://dx.doi.org/10.33293/1609-1442-2020-4(91)-118-131.
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The work is devoted to the search for answers to the question: “Are there any differences in the public procurement of customers who provide services of different quality?”. The article identifies the stages of the hospital procurement process in the contract system and highlights the main customer strategies used in the auction. The results of an independent quality assessment are examined and comparative hospital characteristics with low and high quality rating are conducted. The hospital needs according to the types of purchases and their annual volumes of contracts are analyzed. The advantages of competitive procedures are determined and the key factors affecting the level of competition with possible risks of unreliable execution of contracts are identified. The empirical study is based on the database which includes 5390 contracts of 2 hospitals in Moscow for years of 2011–2017. Using the methods of econometric analysis, in particular, the method of least squares and the difference in the average, the hypothesis is tested the high competition has a positive effect on the quality of medical services. The constructed regression models show that the customer providing high quality services has low competition and small rebates at the auction. At the same time there are more contract terms, delays in the supply of goods and services as compared with the customer providing low quality services. Thus it was found that the underestimation of competition at the auction indicates the desire of the hospital to guarantee a higher quality of medical services to patients while as aggressive bids of participants lead to the supply of poor purchases. The results of the study may be useful for the competent authorities in the development of legal acts for the participants of the contract system in the field of health procurement.
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Tóth, Zsuzsanna E., Gábor Árva, and Rita V. Dénes. "Are the ‘Illnesses’ of Traditional Likert Scales Treatable?" Quality Innovation Prosperity 24, no. 2 (July 31, 2020): 120. http://dx.doi.org/10.12776/qip.v24i2.1439.
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<p><strong>Purpose:</strong> The main aim of this paper is to introduce the development and the application of a fuzzy rating scale in measuring customer satisfaction which are to be demonstrated through a healthcare example in order to illustrate how the proposed methodology is able to enhance the reliability of traditional Likert scale-based evaluations.</p><p><strong>Methodology/Approach:</strong> The proposed methodology is built on fuzzy sets the membership function of which is composed of two sigmoid functions by applying Dombi’s conjunction operator. The possible ‘values’ of the linguistic variable expressing customer satisfaction are to be expressed by these functions which can also be linked to the level of organizational performance allowing the illustration of the mainly nonlinear relationship between the provided and perceived service performance.</p><p><strong>Findings:</strong> The application of the proposed fuzzy rating scale confirms its ability to reflect the unambiguity of human ratings as well as the context-dependency of ratings resulting in a more precise representation of human judgements.</p><p><strong>Research Limitation/implication:</strong> The presented methodology may be viewed as a viable approach in any kind of service quality evaluations where Likert-type scales are traditionally applied to handle its weaknesses.</p><strong>Originality/Value of paper:</strong> The proposed methodology is not only able to reflect the satisfaction of customers and the organizational performance simultaneously, but the expectations of customers related to the desired level of performance can also be incorporated into the establishment of the scale yielding to more reliably supported managerial decisions.
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Ku, Hsuan-Hsuan, and Chih-Yun Huang. "Prompting additional purchases while providing service: does it offend the customer?" Journal of Service Theory and Practice 26, no. 5 (September 12, 2016): 657–80. http://dx.doi.org/10.1108/jstp-10-2014-0232.
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Purpose The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the contextual and personal variables moderating those responses. Design/methodology/approach Three formal experiments test the effect on participants’ responses of the perceived relevance of the supplementary service to the core service, personal psychological reactance, in the case of a high-relevance supplementary service, and self-monitoring, in scenarios in which a low-relevance supplementary service is proposed either in public or privately. Findings The experiments found that participants’ satisfaction ratings were reduced in response to cross-selling of a supplementary service that was of low relevance to the core service, and that satisfaction ratings if it was perceived to be of high relevance compared were not reduced despite the unsolicited attempt at cross-selling. However, the non-negative response to a high-relevance offer was limited to participants with a lower tendency to reactance. Furthermore, a high predisposition to self-monitoring evoked more positive judgments if a low-relevance supplementary service was proposed in public rather than privately. That of low self-monitors was no different in either case. Originality/value This paper examines the trade-off faced by a service provider between customer satisfaction and extra revenue from supplementary services, and explores conditions under which a provider can propose unsolicited supplementary services without offending customers.
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Suryadi, Edy, and Julistiana 01. "Analisis Kepuasan Pelanggan Berbelanja Produk Nutrifood pada PT. Sumber Fajar Inti Abadi." JURNAL MANAJEMEN MOTIVASI 10, no. 2 (February 20, 2015): 359. http://dx.doi.org/10.29406/jmm.v10i2.29.
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The purpose of this study was to analyze customer satisfaction Nutrifood product shopping at PT.Sumber Fajar Inti Abadi. The variables analyzed were the presence, responsiveness, fun, and timely. The research method used survey methods, data collection techniques, namely: observation, questionnaires, and interviews. The samples used were as many as 100 people were using purposive sampling technique, quantitative data analysis techniques through Cartesian diagram. The results of this study indicate that the respondents are not satisfied with the service PT. Sumber Fajar Inti Abadi with an average satisfaction level of 3.43 and an average rating of 3.45 interest rate, dimensions of service quality customer service is the most satisfying and enjoyable responsiveness dimension where all respondents rating is in quadrant B, which means that the interest and customer satisfaction is at a high level and in accordance with the wishes of the customer. While the dimensions of existence and exact time at which the respondent's assessment is in quadrant C, which means that the interest and customer satisfaction is at a low level and not in accordance with the wishes of the customer.
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Hardono, Joko, Henri Ponda, and Devi Setyaningsih. "ANALISA TEKNIK PENGUKURAN KEPUASAN PELANGGAN PADA PT GRAMEDIA ASRI MEDIA (REGIONAL I TB.GRAMEDIA BALEKOTA)." Journal Industrial Manufacturing 4, no. 1 (January 28, 2019): 55. http://dx.doi.org/10.31000/jim.v4i1.1245.
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This research proposes Analysis of Customer Satisfaction Measurement Techniques At PT Gramedia Asri Media (Regional I TB.Gramedia Balekota) the purpose of this research is to find out what aspects are used by PT. Gramedia Balekota to assess customer satisfaction and analyze customer satisfaction assessment techniques applied by PT. Gramedia Balekota at this time. The research method used in this study is the method of observation, interview, questionnaire, and literature study. Comparing the current method to Servqual Method with five aspects of customer satisfaction, namely Tangible, Reliability, Responsivenessi, Assurance, and Empaty. From the results of questionaire satisfaction of TB customers. Gramedia Period period January 2018-May 2018 obtained results A total of 189 respondents gave an assessment of Sad Emoticon, a total of 205 respondents gave an Emoticon flat rating, and as many as 106 respondents gave an assessment of Smile Emoticon. The aspect of customer satisfaction assessment included in TB. Gramedia Balekota in it’s questionnaire to measure customer satisfaction. TB.Gramedia Balekota only uses three indicators, namely product availability, shopping convenience, and product quality. Product availability and product quality enter the tangible aspect. And the convenience of shopping goes into the Reliability aspect. So that in measuring the satisfaction of TB customers, Gramedia Balekota has not fulfilled the five aspects of service quality.Key words : Measurement, customer satisfactions, Servqual Method , service quality
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Et.al, Norhaslinda Kamaruddin. "Comparative Study on Sentiment Analysis Approach for Online Shopping Review." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 10, 2021): 1358–70. http://dx.doi.org/10.17762/turcomat.v12i3.907.
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The internet has revolutionized the way most people shop. Flexibility, convenience, products’ variations, better price, and more privacy contribute to the exponential growth of online shopping platforms. However, due to the nature of online shopping, customers are not able to physically test the product before purchasing. They rely on the information given by the seller and previous customers’ ratings to make their decision. Sometimes, the information that is given by sellers may be fraudulent, misleading, or over claim. Many researchers had found out that ratings and other customers’ reviews can be manipulated and did not reflect on the actual customers’ sentiment on the particular product. This research investigates how sentiment analysis can be used as an alternative solution to measure the positive, negative, and neutral feedback of the past reviews. It is to offer more comprehensive way to help the customers make an informed decision for the product that they wish to buy based on the totality of the reviews. This paper makes a comparative study on sentiment analysis methods on online shopping reviews. This can lead to the proposed theoretical framework of an alternative solution for better insight exploration. It is envisaged that this research would benefit the customer in making a better decision when doing online shopping and may act as a feedback mechanism for the seller to provide good products and services. A good product rating can influence many new buyers and increase business revenue and expansion
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Kanovska, Lucie, and Karel Doubravsky. "Does Provision of Smart Services Depend on Cooperation Flexibility, Innovation Flexibility, Innovation Performance or Business Performance in SMEs?" Periodica Polytechnica Social and Management Sciences 29, no. 1 (October 19, 2020): 64–69. http://dx.doi.org/10.3311/ppso.15709.
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Many manufacturers provide a lot of accompanying services to their products. However, not all of them supply smart services, because the move towards these is not easy, especially for SMEs, which often struggle with a lack of money, insufficient digital technologies or unskilled employees. The aim of this paper is to find out if smart service provision depends on cooperation flexibility, innovation flexibility, innovation performance and business performance in SMEs. To fulfil the research aim, quantitative research was carried out among 112 Czech electrotechnical SMEs. The findings show that the higher the rating companies give to working with external customers, the less chance they have of providing smart services. Thus, SMEs who value cooperation flexibility with external customers as less important are more likely to provide smart services. The higher rating companies give to product innovation flexibility, the higher the chance for providing smart services. Thus, we can expect companies who value product innovation flexibility more highly to more likely deliver smart services.
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Göral, Ramazan, and Simge Tokay. "Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach." European Journal of Interdisciplinary Studies 1, no. 2 (August 30, 2015): 9. http://dx.doi.org/10.26417/ejis.v1i2.p9-19.
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In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.
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Göral, Ramazan, and Simge Tokay. "Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach." European Journal of Interdisciplinary Studies 2, no. 1 (August 30, 2015): 9. http://dx.doi.org/10.26417/ejis.v2i1.p9-19.
Full textAbstract:
In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.
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Crowe, Kathryn, and Agnes Kathy Bradshaw. "Taking a Page from Retail: Secret Shopping for Academic Libraries." Evidence Based Library and Information Practice 11, no. 1 (March 15, 2016): 40. http://dx.doi.org/10.18438/b85s6h.
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Abstract
Objective – The University Libraries at the University of North Carolina at Greensboro (UNCG) sought to gain feedback on the customer service experience beyond satisfaction surveys. After reviewing a variety of methods, it was determined to conduct a mystery or secret shopper exercise, a standard practice in the retail and hospitality world.
Methods – Two mystery shopper assessments were conducted in 2010 and 2012. Students were recruited from a Hospitality Management class to serve as the secret shoppers. “Shoppers” completed a rating sheet for each encounter based on customer service values established by the Libraries. Data was analyzed and presented to staff.
Results - Initial findings were generally quite positive but indicated that we could improve “going the extra mile” and “confirming satisfaction.” As a result, we developed training sessions for public services staff which were delivered during summer 2011. A LibGuide that included training videos was created for public services student employees who were required to view the videos and provide comments. In addition, we developed more specific public service standards for procedures such as answering the telephone, confirming satisfaction, and referring patrons to other offices. The Secret Shopper assessment was administered again in spring 2012 to see if scores improved. The results in the second study indicated improvement.
Conclusions - The mystery shopper exercises provided the UNCG University Libraries with the opportunity to examine our services and customer service goals more closely. Conducting the mystery shopper study identified several areas to address. We realized we needed more clearly defined standards for staff to follow. We saw that we needed to discuss what “going the extra mile” means to us as an organization. We also needed to develop a scalable training method for student employees.