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1
Polyakova, Alexandra, Zachary Estes, and Andrea Ordanini. "Free upgrades with costly consequences." European Journal of Marketing 54, no. 4 (April 13, 2020): 691–712. http://dx.doi.org/10.1108/ejm-03-2018-0168.
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Purpose Companies often provide preferential treatment, such as free upgrades, to customers. The present study aims to identify a costly consequence of such preferential treatment (i.e. opportunistic behavior) and reveal which type of customer is most likely to engage in that negative behavior (i.e. new customers). Design/methodology/approach Across two experimental studies, the authors test whether preferential treatment increases customers’ entitlement, which in turn increases their propensity to behave opportunistically. Moderated mediation analysis further tests whether that mediated effect is moderated by customers’ prior relationship with the company. Findings Preferential treatment increases feelings of entitlement, which consequently triggers customers’ opportunistic behaviors. New customers are more likely to feel entitled after preferential treatment than repeat customers, and hence new customers are more likely to behave opportunistically. Preferential treatment also increases customers’ suspicion of the company’s motives, but suspicion was unrelated to opportunistic behavior. Research limitations/implications Future research may focus on other marketplace situations that trigger entitlement and explore whether multiple occurrences of preferential treatment provide different effects on consumers. Practical implications Present findings demonstrate that preferential treatment can evoke opportunistic behaviors among customers. The authors suggest that preferential treatment should be provided to customers who previously invested in their relationship with a company (i.e. repeat customers) rather than new customers. Originality/value Prior research has focused more on the ways companies prioritize their repeat customers than how they surprise their new customers. The present research instead examines preferential treatment based on customers’ relationship with a firm (i.e. both repeat and new customers) and demonstrates behavioral and contextual effects of entitlement.
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Thomas, Jacquelyn S. "Econometric Analysis of Customer Retention in an Aviation Trade Organization." Transportation Research Record: Journal of the Transportation Research Board 1567, no. 1 (January 1997): 33–40. http://dx.doi.org/10.3141/1567-05.
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The proliferation of customer data bases is a direct consequence of firms’ drive toward efficient customer-firm interactions. With regard to customer-firm interactions, firms have focused on customer retention rates. Using a customer data base, firms try to identify the most valuable customers within that data base. After identifying these customers, firms attempt to develop strategies and tactics that increase the retention of the most valued customers and maximize the profitability of the entire base of customers. With this goal in mind, common firm practices that have arisen are the offering of rewards, free additional services, and add-on selling. The impact of rewards, additional services, and add-on selling on the customer equity of a trade association in the aviation industry is examined. In particular a model that examines the impact that these factors have on customer retention and firm profitability is developed. This model is tested on a membership data base from a service organization that offers membership rewards, additional free services, and fee-based products to aircraft owners and pilots. The findings from this research have implications for how trade associations should develop marketing programs and strategically manage and target their most valuable customers.
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Shi, Ying, Xin Li, and Ping Fan. "Optimization of an M/M/∞ Queueing System with Free Experience Service." Asia-Pacific Journal of Operational Research 33, no. 06 (December 2016): 1650051. http://dx.doi.org/10.1142/s0217595916500512.
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It is a common practice for online service providers to offer free experience service to attract new clients. However, providing experience service requires resources, which may negatively impact current service level and lead to customer turnover. Therefore, providers need to trade off between consequent benefits and costs. We consider a free experience service system where each arriving customer can start his service immediately without waiting, which is a typical situation of many online service platforms. A queueing model with infinite number of servers is employed to study such a service system. The closed forms of the expected numbers of informed and uninformed customers in steady-state are derived by solving nonhomogeneous linear partial differential equations. After that, the expected profit of the service provider is generated and maximized by determining the optimal price and service rates. Our numerical results suggest that with the increase of the market share and the serving cost for the informed customers, the service provider should lay more emphasis on offering the regular service for the informed customers.
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Kebede, Debebe Alemu. "Interest Free Banking in Ethiopia: Customer Awareness, Satisfaction and Its Role on Economic Development." International Journal of Islamic Business and Economics (IJIBEC) 5, no. 1 (June 1, 2021): 48. http://dx.doi.org/10.28918/ijibec.v5i1.2566.
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This study is aimed at evaluating the customer’s awareness and satisfaction toward Interest-free Banking and its role on Ethiopia economic development with some selected Commercial Bank in Ethiopia. To achieve the aim of the study the primary data was collected from Customers and Managers of the selected banks by using convenience method through questionnaire and interview. While, secondary data was collected by compiling and summarizing the bank’s Annual reports and Journals. The collected data was analyzed in descriptive and inferential analysis. The finding of the study depicts as low customer awareness regarding Interest-free Banking services except the Interest-free Banking account holders. Further, majority of Interest-free Banking account holders are more or less satisfied with the current Interest-free Banking services provided since, it can potentially serve as an alternative banking channel in filling the gap left unaddressed by conventional banking and economic development in relation to idle monetary resource mobilization and allocation, inviting to use banking system, creating employment opportunity, supporting GDP growth and assisting in stabilizing crisis and arresting inflation. Based on the study result it concluded as Interest Free Banking have its own role on the country economic development through mobilizing the idle monitory resource, allocating the monitory resource, creating employment opportunity, and inviting to the banking system. Therefore, it recommended as the banks should make aggressive promotion on Interest Free Banking services for customers awareness specially those of out of Muslim customers, the government has to support and should give more emphasis to enable Interest Free Banking service, promote Interest Free Banking which can help assist the economy in stabilizing economic crisis and arresting inflation.
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YILDIZ ERDURAN, Gamze, and Fatma LORCU. "THE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MINING." Business & Management Studies: An International Journal 8, no. 5 (December 25, 2020): 3835–66. http://dx.doi.org/10.15295/bmij.v8i5.1615.
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The goal of this study is to obtain new gains that would provide benefits to businesses from customer complaints that customers offer voluntarily and free of charge. In line with this purpose, in this study, 25,390 online customer complaints concerning banks operating in the retail banking sector in Turkey were analysed by data mining method. By using the clustering method in data mining analysis, complaints were grouped, familiar words, similar or the words used together of the complaints were identified. As a result of the analysis done, the most frequently mentioned banks among customer complaints and the subjects that customers complained about most were determined. It was revealed that the subjects that the bank customers complain about most within the relevant periods were “branch, credit card fee, cancellation, customer service, subscription fee”. Also, the result emerged that bank customers used the words “unfair” and “victimisation” when expressing their dissatisfaction.
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Farahmand, K., and N. Cooke. "Single retrial queues with service option on arrival." Journal of Applied Mathematics and Decision Sciences 1, no. 1 (January 1, 1997): 5–12. http://dx.doi.org/10.1155/s1173912697000011.
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We analyze a queueing system in which customers can call in to request service. A proportion, say 1−p of them on their arrival test the availability of the server. If the server is free the customer enters service immediately. Otherwise, if the service system is occupied, the customer joins a source of unsatisfied customers called the orbit. The remaining p proportion of the initial customers enter the orbit directly, without examining the state of the server. We consider two models characterized by the discipline governing the order of re-requests for service from the orbit. First, all the customers from the orbit apply at a fixed rate. Secondly, customers from the orbit are discouraged and reduce their rate of demand as more customers join the orbit. The arrival at and the demands from the orbit are both assumed to be according to the Poisson Process. However, the service times for both primary customers and customers from the orbit are assumed to have a general distribution. We calculate several characteristic quantities of these queueing systems.
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Parlina, Iin, and Andi Priatno. "Decision Support System for Selecting Doorprize Receipt Customers By Applying Promethee I Algorithm." JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING 4, no. 1 (July 20, 2020): 254–59. http://dx.doi.org/10.31289/jite.v4i1.3963.
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Door prize is a prize given by Bank Mega Syariah for free through a lottery that has the category of a permanent customer. The permanent customer is a person who saves or saves his money in a mega Islamic bank and often deals regularly. This is what triggers Bank Mega Syariah to give awards to customers so that these customers will be more motivated to save at the Mega Syariah Bank. To determine the right decision in the selection of customers who deserve to get a door prize, then this research was conducted by applying the decision support system method with Promethee's Algorithm.Keywords: Decision Support System, Promethee I, and Doorprize.
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Farahmand, K., and N. H. Smith. "Retrial queues with recurrent demand option." Journal of Applied Mathematics and Stochastic Analysis 9, no. 2 (January 1, 1996): 221–28. http://dx.doi.org/10.1155/s1048953396000202.
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The object of this paper is to analyze the model of a queueing system in which customers can call in only to request service: if the server is free, the customer enters service immediately. Otherwise, if the service system is occupied, the customer joins a source of unsatisfied customers called the orbit. On completion of each service the recipient of service has an option of leaving the system completely with probability 1−p or returning to the orbit with probability p. We consider two models characterized by the discipline governing the order of rerequests for service from the orbit. First, all the customers from the orbit apply at a fixed rate. Secondly, customers from the orbit are discouraged and reduce their rate of demand as more customers join the orbit. The arrival at and the demands from the orbit are both assumed to be according to the Poisson process. However, the service times for both primary customers and customers from the orbit are assumed to have a general distribution. We calculate several characteristic quantities of these queueing systems.
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Lee, Eunjung, Dongsik Jang, and Jinho Kim. "A Two-Step Methodology for Free Rider Mitigation with an Improved Settlement Algorithm: Regression in CBL Estimation and New Incentive Payment Rule in Residential Demand Response." Energies 11, no. 12 (December 6, 2018): 3417. http://dx.doi.org/10.3390/en11123417.
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Recent demand response (DR) research efforts have focused on reducing the peak demand, and thereby electricity prices. Load reductions from DR programs can be viewed as equivalent electricity generation by conventional means. Thus, utility companies must pay incentives to customers who reduce their demand accordingly. However, many key variables intrinsic to residential customers are significantly more complicated compared to those of commercial and industrial customers. Thus, residential DR programs are economically difficult to operate, especially because excess incentive settlements can result in free riders, who get incentives without reducing their loads. Improving baseline estimation accuracy is insufficient to solve this problem. To alleviate the free rider problem, we proposed an improved two-step method—estimating the baseline load using regression and implementing a minimum-threshold payment rule. We applied the proposed method to data from residential customers participating in a peak-time rebate program in Korea. It initially suffered from numerous free riders caused by inaccurate baseline estimation. The proposed method mitigated the issue by reducing the number of free riders. The results indicate the possibility of lowering the existing incentive payment. The findings indicate that it is possible to run more stable residential DR programs by mitigating the uncertainty associated with customer electricity consumption.
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Ganaie, Tawseef Ahmad, and Mushtaq Ahmad Bhat. "Switching Costs and Customer Loyalty: A Review of literature." International Journal of Management and Development Studies 10, no. 05 (May 31, 2021): 7–14. http://dx.doi.org/10.53983/ijmds.v10i05.369.
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Retaining customers in a competitive-value driven era is seen as a herculean task. Retaining customers for a longer time and reaping the benefit of customer lifetime value is seen as a major business activity that has a manifold influence on profitability, customer base, share of wallet, free word of mouth besides customer suggestions and feedback. In this direction, switching costs play an important role in influencing the customer loyalty. Switching cost acts as switching barrier which forces the customer to remain with the existing company and strengthens the customer-company longevity relationship. In view of the growing importance of switching costs and its influence on customer loyalty, this paper attempts to review switching costs and customer loyalty with a view to make switching costs barrier an effective tool to maintain a loyal customer base.
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Niels, Tanja, and Klaus Bogenberger. "Booking Behavior of Free-Floating Carsharing Users." Transportation Research Record: Journal of the Transportation Research Board 2650, no. 1 (January 2017): 123–32. http://dx.doi.org/10.3141/2650-15.
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In recent years, the services of free-floating carsharing (FFCS) systems have gained popularity, especially in urban areas. Some FFCS operators are now including battery electric vehicles (BEVs) in their fleets. This addition is especially beneficial for cities and their inhabitants, as BEVs are locally emission free and move more quietly. However, how FFCS customers react to the new technology has not yet been empirically analyzed. By combining the app call and booking data of an FFCS operator in Munich, Germany, this study assessed the preferences of customers when booking a specific car and evaluated the attractiveness of the fleet’s BEVs. With the consideration of the spatial availability encountered when the mobile phone app was opening, the study found that the distance to the nearest available car was the most important decision criterion for customers. If a car had been available within 200 m, the probability that customers booked a car would have been twice as great compared with the case that the nearest vehicle had been 500 m away (100 m ≈ 0.06 mi). In addition, the majority of the customers booked the nearest available car. Nevertheless, certain qualities of vehicles made users walk to a car that was farther away. The study identified popular vehicle models and found that customers preferred to use the fleet’s BEVs, independent of the battery level. BEVs were used for almost the same distances as internal combustion engine vehicles and were suitable for most use cases: more than 80% of the FFCS trips covered a distance of at most 20 km (≈12.4 mi).
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Chauhan, Ruchi, Varun Kumar, Tapas Kumar Jana, and Arunava Majumder. "A Modified Customization Strategy in a Dual-Channel Supply Chain Model with Price-Sensitive Stochastic Demand and Distribution-Free Approach." Mathematical Problems in Engineering 2021 (September 22, 2021): 1–25. http://dx.doi.org/10.1155/2021/5549882.
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With the advancement of technology, many companies provide customization facilities to customers. This facility provides a vast variety to customers which enhances the level of customer satisfaction. This approach helps various technologically advanced companies to increase their profit. In this paper, a dual-channel supply chain model is developed with the aforementioned customization strategy with the target of increasing the profit of the firm. In dual-channel, the core or standard product is provided to the customer through a traditional retail channel, whereas the customized product is made available through the online channel. This article incorporates a modification in the existing dual-channel policy on the number of customers that switch between the offline and online channels. Moreover, a preassigned threshold value is also assumed which signifies the decrease in demand that takes place if the difference between the selling price of offline and online channels crosses a fixed specified threshold value. In addition to that, due to fluctuation and uncertainty of demand, both variability and randomness may occur simultaneously. Thus, the price-sensitive stochastic demand is considered to develop the dual-channel centralized supply chain model with customization. A max-min distribution-free approach is applied to deal with the randomness and variability of demand. The model is analyzed and validated with numerical experiments and graphical analysis. Consequently, the article concluded that it is better to adopt a dual-channel supply chain policy for better profitability than the traditional single-channel supply chain as this firm will be able to provide customized products to customers. Moreover, if the difference between the selling prices of the offline and online channels is greater than the preassigned threshold value, then the shifting of customers takes place depending upon the factor that which channel’s selling is less in comparison to another.
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Nasution, Yenni Samri. "ANALISIS FAKTOR- FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH DANA PENDIDIKAN PADA PT ASURANSI TAKAFUL KELUARGA DI KOTA MEDAN." AT-TAWASSUTH: Jurnal Ekonomi Islam 4, no. 2 (August 9, 2019): 395. http://dx.doi.org/10.30821/ajei.v4i2.5857.
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<p>This research will answer about the factors that influence takaful education fund customers at PT. Medan City Family Takaful Insurance. This research is a quantitative study, using 70 samples and obtaining data using a questionnaire with a Likert scale data processed using the SPSS application. The results showed that the product variables affect customer satisfaction takaful insurance. This can be seen from the test results of 2.46379> t table 1.66827. The promotion variable does not affect the satisfaction of takaful insurance customers. This can be seen from the results of the tcount 1.09880> t table 1.66827. Service variables affect customer satisfaction takaful insurance. This happens because the education fund takaful insurance product has tried to provide excellent service in accordance with customer needs. This can be seen from the results of the t-test 3.427700> t table 1.66827. Free variables (products, promotions and services) simultaneously affect the satisfaction of education takaful insurance fund customers.</p>
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Selvaraj, S., S. Vedhavalli, and M. Sivakumar. "A STUDY ON CUSTOMER ATTITUDE AND SATISFACTION TOWARDS ORGANISED RETAIL STORES – WITH SPECIAL REFERENCE TO THE CHENNAI CITY." BSSS Journal of Commerce XIII, no. 1 (June 30, 2021): 28–41. http://dx.doi.org/10.51767/joc1303.
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Customers’ taste and preference are changing speedily day by day. Now the customer wants the best in quality products at reasonable price. Customers’ demographic profile plays a significant role in their buying decision. Hence, consumer regarded as ruler of retailing sector and there is a need to identify the consumer perception towards organized retail store. This study made an attempt to find the various factors that affect the customer perception towards organized retail stores in Chennai City. The data was collected with the help of structured questionnaire and the sample constituted of 142 respondents from Chennai City. Results of this study showed that most of the customers were highly satisfied with the Quality of products, Quantity of the products, Cleanliness of retail stores, Layout design of the store, Ease of shopping, Visual Display of products and Number of staff available in retail stores. Although, customers were bit unhappy with the price bargaining, sufficient number of payment counters, Availability of national brands and time of waiting queue. It was suggested that quality products, products variety, location, special products, hygienic environment, hassle free shopping, competitive price, service and layout of the stores are the important factors for improve customer satisfaction, customer retention and positive word of mouth.
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Abbasi, Babar Nawaz, Muhammad Umer, Ali Sohail, Jingjin Tang, Ihsan Ullah, and Hifza Abbasi. "SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN BANKING SECTOR OF PAKISTAN." International Journal of Management & Entrepreneurship Research 1, no. 1 (June 21, 2020): 1–8. http://dx.doi.org/10.51594/ijmer.v1i1.1.
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The major purpose of the research paper is to measure the quality of service offered by private banks operating in Pakistan. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. In order for a bank offer to reach the customers, there is a need for services. These services depend on the type of product and it differs in the various organizations. Service can be defined as an intangible offer by one party to another in exchange of money for Service quality in the management and marketing literature is the extent to which customers' perceptions of service meet and/or exceed their expectations. Thus service quality can intend to be the way in which customers are served in an organization which could be good or poor. A loyalty program may give a customer advanced access to new products, special sales coupons or free merchandise. Our study shows the three basic aspects of a customer in the banking sector which are service quality, customer satisfaction and banking loyalty in the banking sector. The findings of our study show that most of our respondents are well satisfied with banking services to provide by different commercial and Islamic banks such as HBL, UBL, NBP, MCB etc. in Peshawar sadder. The services provided by the banks particularly ATM machines are very praised by the customers. The loyalty provided to customers by the banks was also very good and most of the respondents were satisfy from that but there were also some major problems in these banking sectors for customers which should be handled as soon as possible for their good services we also find out that the banking policies for customer services and to maintain loyalty with customer should be enhanced more precisely
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Juliana, Juliana. "ANALISIS PENGARUH BRAND IMAGE ,SERVICE QUALITY DAN PRICE TERHADAP CUSTOMER SATISFACTION." E-Jurnal Manajemen Universitas Udayana 8, no. 9 (September 3, 2019): 5867. http://dx.doi.org/10.24843/ejmunud.2019.v08.i09.p25.
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Telkomsel is the largest cellular telecommunications operator in Indonesia. This study aims to analyze how the influence between brand image, service quality and price on customer satisfaction. This research was conducted on Telkomsel operator customers at Karawaci Lippo Village. Total population of all customers using Telkomsel operators in Karawaci Lippo Village. Samples taken using non probability sampling method with purposive sampling technique. Data was obtained by distributing questionnaires to 100 respondents who were distributed directly. The data analysis technique used is using multiple regression analysis. The results obtained show that the brand image independent variable has a positive effect on the dependent variable customer satisfaction free service quality variable has a positive effect on the dependent variable customer satisfaction and the independent variable price has a positive effect on customer satisfaction
Keywords: brand image,, service quality, price, customer satisfaction
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Ruswanti, Endang, and Widiyanti Permata Lestari. "The Effect of Relationship Marketing towards Customers' Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga)." DeReMa (Development Research of Management): Jurnal Manajemen 11, no. 2 (October 7, 2016): 191. http://dx.doi.org/10.19166/derema.v11i2.230.
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<p>A large number of banks let people be more free in choosing the best bank for their needs. People can freely switch from one bank to another which makes the loyalty level of bank customers decrease, even though the efforts and cost spent for maintaining the customers is cheaper than the efforts and cost spent on getting new customers. Relationship is one of the answers to the problem, relationship marketing is a marketing principle which emphasizes and takes effort in maintaining good long term relationship with customers. This research aims to, analyze the influence competence, communication, and conflict handling towards relationship quality, mediated by relationship quality, and towards customer loyalty. The research was conducted by collecting quantitative data through questionnaires distributed to 130 respondents. The objects of this research were the priority customers at Niaga Bank, and it used purposive sampling technique. This research conducted by using Structural Equation Model method. The result of this research showed that, (1) relationship marketing which consists of competence component, communication, and conflict handling have significant influence and positively towards relationship quality, partially and simultaneously, (2) relationship marketing have significant influence and positively towards customer loyalty which is mediated by relationship quality, and (3) relationship quality have significant influence and positively towards customer loyalty.</p>
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Vinsensius, Albert, Yuan Wang, Ek Peng Chew, and Loo Hay Lee. "Dynamic Incentive Mechanism for Delivery Slot Management in E-Commerce Attended Home Delivery." Transportation Science 54, no. 3 (May 2020): 567–87. http://dx.doi.org/10.1287/trsc.2019.0953.
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In attended home delivery, challenges arise in practice because of the short strict time windows, stochastic customer requests, and varying customers’ preferences for delivery slots. In this study, we focus on integrating dynamic time slot incentives and order delivery with the intention of reducing overall delivery cost and improving profitability. The proposed incentive mechanism is able to exploit the variability in the marginal fulfillment cost of an order and the customers’ preferences to influence the customers’ selection of delivery slots. We present an approximate dynamic programming approach to estimate the marginal fulfillment cost using the operational vehicle routing cost while accounting for future orders. We demonstrate that the proposed incentive mechanism can achieve a high level of savings (of up to 70%) with respect to the benchmark customer-free-choice scenario. It is also noted that the proposed mechanism effectively exploits higher order density and vehicle availability to achieve a higher level of savings.
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Ashrafzadeh, Sahar, Hadi Tohidi, and Kianoosh Nasseh. "Evaluating Dietary Knowledge and Barriers to Self-Management of Type 2 Diabetes in Rural Kentucky: Cross-Sectional Interview Survey." SAGE Open 7, no. 4 (October 2017): 215824401773855. http://dx.doi.org/10.1177/2158244017738553.
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To determine the challenges that residents of rural Kentucky face regarding diabetes self-management and to identify methods that may promote diabetes management based on a population’s needs, semistructured questionnaires were used to interview 71 adults with diabetes (40 food pantry customers and 31 grocery store customers). Although 70.1% reported following healthy diets, only 43.3% could correctly choose between pairs of healthy/unhealthy food options. Only 21% of food pantry customers (assumed low-income participants) ate healthy. Lower income participants had a 7.79 times greater chance of having a family history of diabetes and had lower perception of having proper weight than grocery store customer participants ( p = .036). Of all participants, 85.5% were motivated to manage their diabetes through diet, and 73.8% were interested in attending free healthy cooking classes. Participants who believed that diet is important in controlling diabetes revealed greater interest in attending cooking classes ( p = .017). To promote healthy diets, offering free healthy cooking classes may be an effective way of communication with patients with diabetes from lower socioeconomic and educational status.
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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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Datta, Hannes, Bram Foubert, and Harald J. Van Heerde. "The Challenge of Retaining Customers Acquired with Free Trials." Journal of Marketing Research 52, no. 2 (April 2015): 217–34. http://dx.doi.org/10.1509/jmr.12.0160.
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Supriadi, Ari, Poningsih P, and Hendry Qurniawan. "Metode Data Mining Klasifikasi Pada Kualitas Pelayanan Terhadap Nasabah Bank Syariah Mandiri dengan Model C4.5." Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) 6, no. 1 (February 28, 2021): 150. http://dx.doi.org/10.30645/jurasik.v6i1.279.
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Customer satisfaction is the most important thing in assessing the level of management and services provided by the bank to its customers. The existence of banking services in society is indeed more profitable, especially in the economic sector, where economic actors are more free to carry out the process of economic activities to support survival. Data mining is an analysis of observations of large amounts of data to find relationships that are not known beforehand, data processed by the data mining method will produce a new knowledge sourced from old data, the results of processing can be used to determine future decisions. Using the C4.5 algorithm will predict which aspects are more dominant towards customer satisfaction. The data source of this research was collected based on a questionnaire (questionnaire) filled out by customers of Bank Syariah Mandiri in Pematangsiantar City. Data will be processed by calculating the value of entropy, calculating the gain value. So that the final results obtained in the form of a decision tree are expected to be input to the Bank Syariah Mandiri in Pematangsiantar City in maintaining the quality of its services to customers and improving the quality so that customers are always satisfied with the services provided
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Walsman, Matthew C., and Michael J. Dixon. "Fee-Based Loyalty Programs: An Empirical Investigation of Benefit Redemption Behavior and Its Effects on Loyalty." Service Science 12, no. 2-3 (June 2020): 100–118. http://dx.doi.org/10.1287/serv.2020.0260.
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Loyalty program (LP) membership gives customers access to benefits such as free, discounted, or upgraded products or services; however, firms are increasingly charging customers enrollment fees for access to benefits instead of allowing them to earn benefits through repeat patronage. We sketch the evolution and design of LPs over the past 200 years and distinguish between several types of programs (free rewards-based programs and paid membership programs) and the types of benefits they offer (discounts and giveaways). We propose a theoretical model that hypothesizes that members who pay directly for LPs will use different benefits than customer who receive LP membership as a bundled package. Furthermore, we hypothesis that different benefit use moderates loyalty behavior. We test the hypotheses using a database of restaurant LP customers and find partial support for our hypotheses; in response to the sunk-cost effect and expectancy-value theory, a paid LP enrollment brings with it a need to self-justify and find the easiest path to investment payoff. Bundled members are more inclined to use lesser-used benefits. Our results suggest that proliferation of benefits may not translate into improved service, loyalty, or satisfaction.
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Rintamäki, Timo, Mark T. Spence, Hannu Saarijärvi, Johanna Joensuu, and Mika Yrjölä. "Customers' perceptions of returning items purchased online: planned versus unplanned product returners." International Journal of Physical Distribution & Logistics Management 51, no. 4 (April 29, 2021): 403–22. http://dx.doi.org/10.1108/ijpdlm-10-2019-0302.
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PurposeThe purpose of this study is to address two issues relevant to those managing product returns: (1) how customers perceive the returning process and assessing the extent that these perceptions have on satisfaction with the organization, loyalty and word-of-mouth (WOM) and (2) are these outcomes moderated by whether customer returns were planned or unplanned?Design/methodology/approachThe data consisted of 21 semi-structured interviews (pilot study) and a quantitative survey (n = 384; main study) targeted at consumers who had bought fashion items online.FindingsQualitative insights revealed that perceptions of the returning experience are driven by monetary costs, convenience, stress and guilt. Quantitative findings showed that the returning experience explains return satisfaction for both planned and unplanned returners, and returning satisfaction explains overall satisfaction and WOM. The noteworthy difference concerns loyalty: although customers that planned to return items are more loyal to the organization, it is the unplanned returners whose loyalty can be significantly increased by better managing the returning process.Practical implicationsReturning products online is increasingly common and thus forms an important part of the customer's overall experience with an organization. Returns management can therefore drive key customer outcomes. Understanding the dynamics between the product return experience, return satisfaction and customer outcomes will help practitioners design and implement more informed returns management strategies. Measures are also presented that assess the cognitive and emotional aspects associated with returning products.Social implicationsReturning products is an increasingly important challenge for online retailers. Understanding what kinds of returning behaviors occur allows companies to design and execute better informed decisions to manage this phenomenon, not only for the sake of firm performance but also for societal and environmental benefits – the triple bottom line.Originality/valueWhile scholars have investigated the relationship between return policies (e.g. free vs fee) and profitability, no prior literature has examined the returning experience: how consumers perceive the returning process; motivations for their returns (whether returns were planned or not) and subsequent customer outcomes.
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Widyastuti, Niken. "Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Padatamu Pelanggan Yang Menginap Di Harris & Pop Hotels Denpasar)." Kajian Bisnis STIE Widya Wiwaha 23, no. 2 (March 21, 2017): 138–49. http://dx.doi.org/10.32477/jkb.v23i2.210.
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Basic mission of a business today is no longer a profit but value creation and value addition for customer. The survey was conducted in the reseach process to determine the level of customer satisfaction on service quality dimensions of Harris & Pop Hotels Denpasar. This research is based on five variables, Reliability (ability of the company to provide prompt service and reliable), Responsiveness (response-ability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance-performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of Harris & Pop Hotels Denpasar.
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Adebule, Samuel Olufemi. "Price Discount and Retention of Customers of Pay Television Sector in Ekiti State, Nigeria." International Journal of Marketing Research Innovation 4, no. 1 (May 2, 2020): 13–19. http://dx.doi.org/10.46281/ijmri.v4i1.555.
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Aim: To determine the correlation between price discount and customer retention in the Nigerian pay television sector particularly in Ekiti State, Nigeria.
Study Design: Descriptive survey research design was used for the study.
Place and Duration of Study: Ekiti State, Nigeria between February and November, 2019.
Methods: Multi-stage sampling technique was adopted to select the 390 subscribers of pay television in Ekiti State namely Startimes, Dstv and Gotv who are respondents of the study. Primary data used for the study were collected through a well-structured questionnaire and were analysed using percentages, frequency table and multiple regressions.
Results: Findings from the study revealed that provision of price discount had a significant positive effect on retention of customers of pay television in Nigeria. Also the study revealed that reduction in subscription fees at interval has a positive effect on customer continuous patronage of the pay television service provider.
Conclusion: The study concluded that increased sales promotion led to increased customer retention in the pay television sector in Nigeria. It recommended that pay television service providers should give more of price discounting and free to view stations to customers with a view to attracting potential customers and retaining the existing ones.
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Mohd Salleh, Mohammad Zaim, Nor Sara Nadia Muhamad Yunus, Nadiah Maisarah Abdul Ghani, Norafifa Arifin, and Ainunnazlee Mohd Ali. "The Effectiveness of Loyalty Program Towards Customer Loyalty." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 4, no. 2 (July 10, 2020): 63. http://dx.doi.org/10.24191/abrij.v4i2.10070.
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In the business field it is very important to win the customer heart and the success of the loyalty program offered to the customers depends on particular rewards given by the service provider. Loyalty and customer loyalty in previous research has shown a significant relationship. There are problems occurs in loyalty program where the customers has a low awareness about the loyalty program, and the delayed in receiving the rewards. Loyalty program are divided into two parts. The first part is soft attribute loyalty program and second part is hard attribute loyalty program. Soft attributes loyalty program are ways of doing things or code of conduct that are intangible and was meant to give customer sense of recognition. Hard attributes loyalty program are basically tangible elements such as discounts card and free gift. A total of 100 respondents were chosen from one selected retailers in Penang and a purposive sampling technique was used. The result shown that both hard and soft attribute has a significant relationship with customer loyalty.
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Fauser, J., N. Sigle, and D. Hertweck. "DATA-BASED APPLICATION SCENARIOS FOR E-SCOOTERS." ISPRS Annals of the Photogrammetry, Remote Sensing and Spatial Information Sciences VIII-4/W1-2021 (September 3, 2021): 41–47. http://dx.doi.org/10.5194/isprs-annals-viii-4-w1-2021-41-2021.
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Abstract. In various German cities free-floating e-scooter sharing is an upcoming trend in e-mobility. Trends such as climate change, urbanization, demographic change, amongst others are arising and forces the society to develop new mobility solutions. Contrasting the more scientifically explored car sharing, the usage patterns and behaviors of e-scooter sharing customers still need to be analyzed. This presumably enables a better addressing of customers as well as adaptions of the business model to increase scooter utilization and therefore the profit of the e-scooter providers. The customer journey is digitally traceable from registration to scooter reservation and the ride itself. These data enable to identifies customer needs and motivations. We analyzed a dataset from 2017 to 2019 of an e-scooter sharing provider operating in a big German city. Based on the datasets we propose a customer clustering that identifies three different customer segments, enabling to draw multiple conclusions for the business development and improving the problem-solution fit of the e-scooter sharing model.
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Zhang, Hong, Saviour Worlanyo Akuamoah, Wilson Osafo Apeanti, Prince Harvim, David Yaro, and Paul Georgescu. "The Stability Analysis of a Double-X Queuing Network Occurring in the Banking Sector." Mathematics 9, no. 16 (August 16, 2021): 1957. http://dx.doi.org/10.3390/math9161957.
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We model a common teller–customer interaction occurring in the Ghanaian banking sector via a Double-X queuing network consisting of three single servers with infinite-capacity buffers. The servers are assumed to face independent general renewal of customers and independent identically distributed general service times, the inter-arrival and service time distributions being different for each server. Servers, when free, help serve customers waiting in the queues of other servers. By using the fluid limit approach, we find a sufficient stability condition for the system, which involves the arrival and service rates in the form of a set of inequalities. Finally, the model is validated using an illustrative example from a Ghanaian bank.
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Ma, Siqi. "Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions." International Journal of Logistics Management 28, no. 4 (November 13, 2017): 1099–122. http://dx.doi.org/10.1108/ijlm-05-2016-0130.
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Purpose The purpose of this paper is to investigate the effect of a dimension of logistics service quality (delivery time) interacting with shipping charges and purchase importance on customer satisfaction and purchase intentions in an e-commerce context. Uncertainty in terms of perceived ambiguity and perceived riskiness is shown to be the theoretical mechanism that plays a mediating role in the relationships between delivery time and customer satisfaction, as well as between delivery time and purchase intentions. Design/methodology/approach This study used a scenario-based role playing experiment. Three variables are manipulated in the design of the study – delivery time, shipping charges, and purchase importance. Participant responses (n=360) were collected through Amazon Mechanical Turk with perceptual measures. Findings Results indicated that increased delivery time significantly increased customers’ perceived ambiguity and perceived riskiness which reduced satisfaction as well as negatively impacted purchase intentions. Further, free shipping reduced customers’ perceived ambiguity when delivery time was lengthy, but strengthened the perception of ambiguity when the delivery time was short. Originality/value This paper sheds light on how a dimension of logistics service quality (delivery time) interacts with shipping charges and purchase importance to impact customer satisfaction and purchase intentions. It introduces uncertainty in the form of perceived ambiguity and perceived riskiness, to the logistics service literature as the mechanism that can explain how delivery time interacting with shipping charges and purchase importance impact customer satisfaction and purchase intentions. The implications for online retailers are that they should display separate shipping charges for shorter delivery times but for longer delivery times they should display a total price for the product which includes the shipping cost. Also when the purchase is important to the customer, they should offer shorter shipping time choices if they want to increase customer satisfaction.
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Ramanathan, Usha, Nachiappan Subramanian, and Guy Parrott. "Role of social media in retail network operations and marketing to enhance customer satisfaction." International Journal of Operations & Production Management 37, no. 1 (January 3, 2017): 105–23. http://dx.doi.org/10.1108/ijopm-03-2015-0153.
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Purpose The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations and marketing approaches that will improve loyalty by adding value to customers. Furthermore, the relationship between customer satisfaction and customer spending behaviour is very weak and needs further investigation. Hence the purpose of this paper is to understand how retail network leverage the potential of social media reviews along with unique service operations to satisfy customers. The study analyses the nexus of: a brand, promotional offers, service operations; and their interaction through social media reviews on customer satisfaction levels. Design/methodology/approach The authors develop a conceptual model for the social media era. The authors combine the idea of loyalty- and value-based models of Chatterjee (2013). The authors employed a survey questionnaire method to elicit opinions of retail customer satisfaction based on social media reviews, service operations and marketing efforts. The authors derive measures of the model from existing literature and expert opinion. Findings Social media reviews dramatically impact upon customer satisfaction. Similarly the empirical analysis identifies the significant and positive role played by service operations in customer satisfaction levels. Interestingly the authors did not find unequivocal support for brand satisfaction impacting on customer satisfaction. However, when promotions interact well with service operations, the level of customer satisfaction is significantly affected. Similarly the authors did not observe a positive outcome when there is an interaction between promotion and social media reviews. After reading the reviews, some potential buyers make a visit to store before making final decisions and surprisingly, promotional effects do not change their mind set. Practical implications Research findings confirm the importance of social media reviews, marketing and interaction between promotion and service operations enabling retail networks to build loyalty and value-based models. Based on customer behaviour, the study suggests a need to consider operational efficiencies when promoting sales; through careful planning, customer satisfaction and profitability levels can be increased. This sends a strong message to the retail network to defend their position within a very competitive business market. Originality/value The empirical evidence based on customer experience would be helpful for companies in integrating their operations and marketing efforts enabling them to convert different segment of customers such as “free riders (higher satisfaction and low profitability)” and “vulnerable customers (low satisfaction and higher profitability)” into “star customers (higher satisfaction and high profitability)”. Through a considered approach: combining social media reviews, marketing and operations, businesses will be better-placed to survive in the ultra-competitive social media-influenced era.
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Rubinovitch, Michael. "The slow server problem: a queue with stalling." Journal of Applied Probability 22, no. 4 (December 1985): 879–92. http://dx.doi.org/10.2307/3213955.
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A queue with Poisson arrivals and two different exponential servers is considered. It is assumed that customers are allowed to stall, i.e., to wait for a busy fast server at times when the slow server is free. A stochastic analysis of the queue is given, steady-state probabilities are computed, and policies for overall optimization are characterized and computed. The issue of individual customer's optimization versus overall optimization is also discussed.
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Rubinovitch, Michael. "The slow server problem: a queue with stalling." Journal of Applied Probability 22, no. 04 (December 1985): 879–92. http://dx.doi.org/10.1017/s0021900200108113.
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A queue with Poisson arrivals and two different exponential servers is considered. It is assumed that customers are allowed to stall, i.e., to wait for a busy fast server at times when the slow server is free. A stochastic analysis of the queue is given, steady-state probabilities are computed, and policies for overall optimization are characterized and computed. The issue of individual customer's optimization versus overall optimization is also discussed.
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Sadia, Halima, Mohib Ullah, Tariq Hussain, Nida Gul, Muhammad Farooq Hussain, Nauman Ul Haq, and Abu Bakar. "An Efficient Way of Finding Polarity of Roman Urdu Reviews by using Boolean Rules." Scalable Computing: Practice and Experience 21, no. 2 (June 27, 2020): 277–89. http://dx.doi.org/10.12694/scpe.v21i2.1638.
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Opinion mining is the technique of analyzing the sentiment, behavior, feelings, emotions, and attitudes of customers about a product, topic, comments on social media, etc. Online shopping has revolutionized the way customers do shopping. The customer likes to visit the online store to find their product of interest. It is becoming more difficult for customers to make purchasing decisions solely based on photos and product descriptions. Customer reviews provides a rich source of information to compare products and make purchasing decisions commonly on the basis of other customer reviews. Clients provide comments in the language of their choice, e.g. the people of Pakistan use Roman script based the Urdu language. Normally such comments are free from scripting rules. Hundreds of comments are given on a single product, which may contain noisy comments. Identifying noisy comments and finding the polarity of these comments is an active area of research. Limited research is being carried out on roman Urdu sentiment analysis. In this research paper, we propose a novel approach by using Boolean rules for the identification of the related and non-related comments. Related reviews are those which show the behavior of a customer about a particular product. Lexicons are built for the identification of noise, positive and negative reviews. The precision of the evaluation results is 68%, recall is also 68% and F-measure is 68%. Ṫhe accuracy of the whole evaluation is 60%.
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Belás, Jaroslav, and Lubor Homolka. "The development of customers’ satisfaction in the banking sector of Slovakia in the turbulent economic environment." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 7 (2013): 1995–2003. http://dx.doi.org/10.11118/actaun201361071995.
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Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In that time, the greatest satisfaction has been assigned to the availability of bank’s products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks.
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Payne, Jonathan, Marek Korczynski, and Rob Cluley. "Hearing music in service interactions: A theoretical and empirical analysis." Human Relations 70, no. 12 (May 15, 2017): 1417–41. http://dx.doi.org/10.1177/0018726717701552.
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There is an extensive literature concerned with the impact of music on customers. However, no study has examined its effects on service workers and their interactions with customers. Drawing together literatures on service work and music in everyday life, the article develops a theoretical framework for exploring the role of music in service exchanges. Two central factors are identified – first, how workers hear, and respond to, the music soundscape, and, second, their relations with customers, given these have the potential to be both alienating and positive to the point of meaningful social interaction. From these, a 2×2 matrix is constructed, comprising four potential scenarios. The authors argue for the likely importance of music’s role as a bridge for sociality between worker and customer. The article considers this theorizing by drawing upon interviews with 60 retail and café workers in UK chains and independents, and free text comments collected through a survey of workers in a large service retailer. The findings show broad support for music acting as a bridge for sociality. Service workers appropriate music for their own purposes and many use this to provide texture and substance to social interactions with customers.
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Liu, Brian. "Redemption for Olympic Weightlifting: Is a Doping-Free Future Possible?" Public Administration Research 10, no. 1 (December 9, 2020): 1. http://dx.doi.org/10.5539/par.v10n1p1.
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The purpose of this article is to find if a doping-free equilibrium is possible in the sport of Olympic Weightlifting. A thorough literature review was conducted as well as a 3 player model (Athletes, Management, Customers) similar to the basic inspection game. It was found that with the new payoffs introduced after the McLaren report, where high level corruption was uncovered and exposed, a doping-free N.E. (Nash Equilibrium) can be achieved. The principal factor was that customers must demand test results from the management of all athletes, and be supportive when dopers are caught. A complete contrast to the current system where the organizations completely control the information flow and decide when and if a negative was found. If this change wasn’t implemented, management would prefer to keep all the tests hidden to ensure that profits would continue to rise. However, this conclusion is the most pareto efficient result as athletes won’t have to use drugs that would harm their body for years to come. And customers can enjoy the continuous advancement of technique and training in Olympic Weightlifting.
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Kebede, Debebe Alemu. "Determinants of interest free financial products in Ethiopian banking industry." Jurnal Perspektif Pembiayaan dan Pembangunan Daerah 8, no. 3 (August 31, 2020): 219–30. http://dx.doi.org/10.22437/ppd.v8i3.9241.
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This study is undertaken to identify the determinants of the use and adoption of Interest free financial products in Ethiopian banking industry with specific reference to commercial banks. To achieve the aim of the study the primary data was collected from managers of some selected commercial banks through un-structured interview as well as from customers by using convenience method through standard questionnaires. While, secondary data was collected from documents of banks and Journals to triangulate with response obtained from primary data sources. The collected data was analyzed in descriptive and inferential analysis. The findings depicted as the Economic factors like unemployment and saving habits affecting the adoption of Interest free financial products and services by banks. Further, the obsoleting of technological environment, Inflexibility of government policies, Educational background of the customers and diverse cultures of the societies are the other factors that affecting adoption of financial products. In addition, the Interest free financial products and services are not properly used by the customers as the result of their low level of awareness, the perceived relative advantage, perceived compatibility and perceived complexity and perceived trust of existing banking system. Based on the result it is recommended as the banks should properly adopt the Interest free financial products and services with taking into account of the external factors. Further, the banks should participate on aggressive promotion to aware the customers about their Interest free products and services, the government should formulate policies and regulations that minimizing bureaucracy of adopting technology by banks
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Li, Jingwen, and Shun-Chen Niu. "The Waiting-Time Distribution for the GI/G/1 Queue under the D-Policy." Probability in the Engineering and Informational Sciences 6, no. 3 (July 1992): 287–308. http://dx.doi.org/10.1017/s0269964800002552.
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We study a generalization of the GI/G/l queue in which the server is turned off at the end of each busy period and is reactivated only when the sum of the service times of all waiting customers exceeds a given threshold of size D. Using the concept of a “randomly selected” arriving customer, we obtain as our main result a relation that expresses the waiting-time distribution of customers in this model in terms of characteristics associated with a corresponding standard GI/G/1 queue, obtained by setting D = 0. If either the arrival process is Poisson or the service times are exponentially distributed, then this representation of the waiting-time distribution can be specialized to yield explicit, transform-free formulas; we also derive, in both of these cases, the expected customer waiting times. Our results are potentially useful, for example, for studying optimization models in which the threshold D can be controlled.
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Sohaib, Muhammad, Umair Akram, Peng Hui, Hassan Rasool, Zohaib Razzaq, and Muhammad Kaleem Khan. "Electronic word-of-mouth generation and regulatory focus." Asia Pacific Journal of Marketing and Logistics 32, no. 1 (June 22, 2019): 23–45. http://dx.doi.org/10.1108/apjml-06-2018-0220.
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Purpose The purpose of this paper is to investigate the electronic word-of-mouth (eWOM) motivations of regulatory-focused customers with positive and negative consumption experiences. Design/methodology/approach An online survey is conducted in Beijing and Shanghai. A random sampling technique is used to collect data from 854 respondents. Two scenarios of eWOM communication – positive and negative consumption experiences – are randomly assigned to each respondent. This study employs the structural equation modeling and confirmatory factor analysis techniques. However, it uses ordinary least squares and logistic regression to analyze 137 participants in the experimental study. Findings Promotion-focused customers that aim for self-enhancement and obtaining social benefits are motivated to spread positive eWOM on social networking sites. However, prevention-focused customers are driven by vengeance and anxiety, revealing higher intentions to post negative eWOM on review sites. eWOM generation is subject to gender, as promotion-focused male customers spread it more than both prevention-focused and promotion-focused female customers. Moreover, platform assistance (PA) has a significant positive impact upon regulatory-focused customers and eWOM (positive vs negative) relationships. Practical implications This study provides a deeper understanding of motivational factors of eWOM communication. Specifically, in case of product or service failure, negative consumption experiences drive prevention-focused customers to generate negative eWOM. Thus, using various tactics, marketers need to shift customers from focusing on prevention to focusing on promotion. For example, redeemable free coupons can shift customer attention and generate positive eWOM. Originality/value This study provides unique insights about eWOM motivation across genders. It examines regulatory focus, positive vs negative consumption experiences and moderation of PA.
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Tarofder, Arun Kumar, Sultan Rehman Sherief, and Abdullah Nabeel Jalal. "Gaining Customer Compassion During Service Failure through Explanation — An Empirical Investigation." Journal of Business and Economics 9, no. 7 (July 20, 2018): 584–93. http://dx.doi.org/10.15341/jbe(2155-7950)/07.09.2018/003.
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Delivering error free internet service is one of the utmost important challenges for internet service providers. Despite being natural phenomenon, disruption in internet service has catastrophic outcome for the organizations. One of the main consequences of this unwanted event is customers’ dissatisfaction, which eventually lead brand switching behavior. Generally, organizations provide explanation to their customers during this critical situation. Effectiveness of explanation, however, greatly depends on different methods. Therefore, this study tries to unveil the most effective dimension of explanation, which mitigate customer dissatisfaction in such unwanted situation. Applying simple random sampling from four main internet service providers’ database in Malaysia, this study managed to get 322 respondents, who gave complain about their service disruption during August to October 2014. Factor and regression analysis techniques had been applied to understand the most effective dimension of explanation. Results revealed that excuse has significant negative effect on gaining customer compassion. In contrast, apology become the most effective way of explanation followed by reference and justification during service failure. Indeed, this study is one of the limited literatures that provides deeper understanding of explanation in gaining customer compassion and eventually helps service industry to rethink their customer service strategies in gaining customer compassion, which ultimately keep their customer forever with them.
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Lee, Seung Min, Sang Yong Kim, and Dong Young Kim. "Effect of program type and reward timing on customer loyalty: The role of the sunk cost effect." Social Behavior and Personality: an international journal 47, no. 11 (November 5, 2019): 1–10. http://dx.doi.org/10.2224/sbp.8407.
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We examined the effect on customer loyalty of the type of loyalty program (paid vs. free) and timing of rewards (immediate vs. delayed). To test the research objectives we recruited 142 Korean college students and used a 2 × 2 full-factorial, randomized experimental design. Results suggested that the membership fee in paid loyalty programs acted as a sunk cost, which, compared to free loyalty programs, led to greater loyalty to the provider. An immediate (vs. delayed) reward was generally preferred; however, owing to the sunk cost effect, this depended to some extent on the type of loyalty program. In a paid loyalty program, immediate rewards were effective in increasing customer loyalty, whereas customers in free loyalty programs focused more on receiving the reward regardless of its timing. Our findings contribute to the literature by providing useful information for the design of an effective loyalty program scheme.
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Elbassioni, Khaled. "A QPTAS for ɛ-Envy-Free Profit-Maximizing Pricing on Line Graphs." ACM Transactions on Economics and Computation 9, no. 3 (September 30, 2021): 1–31. http://dx.doi.org/10.1145/3456762.
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We consider the problem of pricing edges of a line graph so as to maximize the profit made from selling intervals to single-minded customers. An instance is given by a set E of n edges with a limited supply for each edge, and a set of m clients, where each client specifies one interval of E she is interested in and a budget B j which is the maximum price she is willing to pay for that interval. An envy-free pricing is one in which every customer is allocated an (possibly empty) interval maximizing her utility. Grandoni and Rothvoss (SIAM J. Comput. 2016) proposed a polynomial-time approximation scheme ( PTAS ) for the unlimited supply case with running time ( nm ) O ((1/ɛ) 1/ɛ ) , which was extended to the limited supply case by Grandoni and Wiese (ESA 2019). By utilizing the known hierarchical decomposition of doubling metrics , we give a PTAS with running time ( nm ) O (1/ ɛ 2 ) for the unlimited supply case. We then consider the limited supply case, and the notion of ɛ-envy-free pricing in which a customer gets an allocation maximizing her utility within an additive error of ɛ. For this case, we develop an approximation scheme with running time ( nm ) O (log 5/2 max e H e /ɛ 3 ) , where H e = B max ( e )/ B min ( e ) is the maximum ratio of the budgets of any two customers demanding edge e . This yields a PTAS in the uniform budget case, and a quasi-PTAS for the general case. The best approximation known, in both cases, for the exact envy-free pricing version is O (log c max ), where c max is the maximum item supply. Our method is based on the known hierarchical decomposition of doubling metrics, and can be applied to other problems, such as the maximum feasible subsystem problem with interval matrices.
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Hwang, Jinsoo, Kwang-Woo Lee, and Seongseop (Sam) Kim. "The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry." Sustainability 13, no. 5 (March 4, 2021): 2783. http://dx.doi.org/10.3390/su13052783.
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This study examined the antecedents and consequences of rapport between customers and salespersons in the context of duty-free shops. Specifically, this study proposed six sub-dimensions of service-dominant orientation (i.e., relational, ethical, individuated, empowered, concerted, and developmental interactions). These dimensions have a positive influence on rapport. In addition, rapport is hypothesized to aid in the formation of customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. Data were collected from 649 Chinese shoppers who have purchased a product in a Korean duty-free shop. In addition, this study employed confirmatory factor analysis to check the adequacy of the measurement items and structural equation modeling to test 11 hypotheses. Data analysis results indicated that five sub-dimensions of service-dominant orientation, excluding individuated interaction, play an important role in the formation of rapport. Furthermore, rapport has a positive effect on customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. The findings of this study offer valuable insights for managers of duty-free stores into the most effective methods for managing their operations and providing an appropriate blend of products. Furthermore, this paper contributes to theoretical understanding in this area by improving the acceptability of a commonly believed shopper behavior model.
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Vasilyeva, Marina. "Customer-Oriented Approach to Power Supply Reliability Ensuring." Applied Mechanics and Materials 698 (December 2014): 685–89. http://dx.doi.org/10.4028/www.scientific.net/amm.698.685.
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In recent years, the problem of customer focus in power engineering is gaining more and more attention. The authors offer a mechanism for implementation of customer-oriented approach in power supply reliability ensuring. It is proposed to decompose power supply reliability into the system and address ones. Address reliability of power supply ensuring is presented in the form of the separate service provided on the basis of free bilateral contracts between the electric grid company and end users of the electric power. Customers are expected to determine reliability level according to the estimation of adequate indemnity in case of interruption or power limitation.
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Maradita, Fendy, and Mega Susilawati. "Pengaruh Suasana, Kualitas Makanan, dan Persepsi Nilai terhadap Kepuasan Pelanggan Rumah Makan Goa Sumbawa." Jurnal Nasional Manajemen Pemasaran & SDM 2, no. 1 (March 31, 2021): 1–14. http://dx.doi.org/10.47747/jnmpsdm.v2i1.206.
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This study aims to find out the influence of atmosphere, food quality, and perception of value on customer satisfaction. This research uses a type of Quantitative Associative research. The data collection method was carried out by distributing questionnaires to 100 respondents, namely customers at Sumbawa Goa Restaurant. Sampling techniques using non probability sampling and purposive sampling. Data analysis used is multiple linear regression analysis. Based on the results of the study, it can be concluded that the three free variables namely atmosphere, food quality and value perception have a positive and significant influence on restaurant customer satisfaction.
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Lee, Moon Ho, Alexander N. Dudin, and Valentina I. Klimenok. "TheSM/M/Nqueueing system with broadcasting service." Mathematical Problems in Engineering 2006 (2006): 1–18. http://dx.doi.org/10.1155/mpe/2006/98171.
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We consider a multiserver queueing model with the semi-Markovian arrival process and exponential service time distribution. Novel customers admission discipline is under study. The customer, which sees several free servers upon arrival, is served simultaneously by all these servers. Such situation occurs, for example, in modeling wireless communication network with broadcasting. Systems with infinite buffer and with losses are investigated. Stationary distributions of a queue, waiting and sojourn times, and the main performance measures are calculated.
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Jameel, Shivan A. "CUSTOMER’S AWARENESS TOWARDS THE ISLAMIC BANKING SYSTEM Case Study on Selected Banking in Duhok City- Kurdistan Region." Humanities Journal of University of Zakho 5, no. 1 (March 30, 2017): 230. http://dx.doi.org/10.26436/2017.5.1.192.
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Islamic banking system (IBS) is one of these sectors that affect the economy and it works with free interest rate. This study investigates the level of customer’s awareness toward IBS. The study was conducted on the two Islamic Banks only in Duhok city- Kurdistan Region. The data were collected using structured questionnaire and the sampling was random. Descriptive statistics and Statistical Package Social Science (SPSS V.20) were used to analyze the participants’ responses. The results indicated that customers of Cihan Islamic bank - Duhok and Kurdistan International Bank for Investment and Development are not fully aware of Islamic banking system. Therefore, the study suggests that for Islamic banks to remain active and competitive they need to develop quality-service level in order to supersede the conventional banking standards, invest in new products and services and also develop an effective communication plan by advertising and marketing in order to achieve Islamic customer needs and demands.
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Risdwiyanto, Andriya. "Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis." Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship 3, no. 2 (June 30, 2014): 58. http://dx.doi.org/10.30588/jmp.v3i2.155.
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<p><em>The survey was conducted in the research process to determine the level of customer satisfaction on service quality dimensions of Rural Bank Bakti Daya Ekonomi (BPR BDE) Pakem Sleman, Yogyakarta and to determine the dimensional attributes of services which one is considered the most important by the customer in the decisionmaking of services using in BPR BDE Pakem Sleman, Yogyakarta. This research is based on five variables, namely SERVQUAL i.e. Reliability (ability of the company to provide prompt service and reliable), Responsiveness (responseability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of BPR BDE Pakem Sleman, Yogyakarta. </em></p>
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Meyliana, Meyliana, Henry Antonius E.W., and Stephen W. Santoso. "Pengaruh I-Branding pada Website Binus University terhadap Loyalitas Pelanggan." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (December 31, 2013): 1320. http://dx.doi.org/10.21512/comtech.v4i2.2665.
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Implementing an appropriate branding strategy supports a company in putting its product or service to be customers’ top of mind. Aligned with the development of information technology, especially the Internet, merging branding with internet (i-branding) creates a unique characteristic for a company. It is very helpful for a company in competing in the free market. Therefore, it is important for a company to know information about customer perception in assessing i-branding that has been applied to its website. As an educational institution which is a pioneer in the use of information technology, Binus University concerns much about its branding on the official website (www.binus.ac.id). This study is conducted to assess the i-branding of Binus University on the point of view of its students as customers. This study uses Four Pillars of i-branding consisting the following variables: customer understanding, marketing communication, interactivity, content, and customer loyalty consisting of trust and satisfaction. The hypothesis is tested by correlation analysis and regression analysis. Based on correlation analysis, all hypotheses of H1 (no relation) is received and based on regression analysis,all hypotheses of H1 (bring effects) is received.