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Articles de revues sur le sujet « Customer services »

Auteur : Grafiati

Publié le 4 juin 2021

Mis à jour le 25 juillet 2025

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1

Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial he

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Sharma, Nikhil, Himanshi, Manish Singh, and Manjula Shanbhog. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a

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Sharma, Nikhil, and Himan shi. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2022): 19–22. http://dx.doi.org/10.54646/bijfmr.2022.04.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. Understanding consumer satisfactionwith service quality has gotten increasingly difficult. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, thegoal of this research study is to repor

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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.

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<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the suppl

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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.

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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitabl

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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid LamaÂ special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (2018): 34–40. https://doi.org/10.5281/zenodo.2532933.

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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loya

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Mandal, Pratap Chandra. "Services and Their New Realities." International Journal of Service Science, Management, Engineering, and Technology 12, no. 5 (2021): 1–13. http://dx.doi.org/10.4018/ijssmet.2021090101.

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Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from oc

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Hayat, Kumala, and Rahmat Daim Harahap. "Evaluation of Teller Services to Customers and Analysing Customer Satisfaction with Teller Services at BSI KCP Lauser." Muhasabatuna : Jurnal Akuntansi Syariah 6, no. 2 (2024): 219–28. https://doi.org/10.54471/muhasabatuna.v6i2.2958.

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This study discusses the effect of service quality on customer satisfaction in Islamic banks. The purpose of this writing is to know what is customer satisfaction and service quality how to measure service quality, and what are the factors that cause customer satisfaction. This writing can also be seen how the relationship between service quality and customer satisfaction. In conducting research the author uses the literature study method, the author gets references from reliable sources. The results showed that all dimensions of service quality have a significant positive effect on customer s

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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.

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PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy ser

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FYNE, SYLVESTER OROGHEKWOKWO, and Siti Aida Samikon Dr. "IMPACT OF CUSTOMERS PRIOR EXPERIENCE ON NIGERIAN CUSTOMER LOYALTY TO INSURANCE SERVICES." International Journal of Novel Research in Education and Learning 9, no. 4 (2022): 91–107. https://doi.org/10.5281/zenodo.7018959.

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<strong>Abstract:</strong> The report emphasized the part and the significance of client fulfillment and devotion. Clients are the connection to a trade victory. A commerce organization ought to center on a tremendous number of clients, for this client fulfillment and devotion ought to be consolidated along the long-term objectives. This proposition was actualized to an analyzing the relationship between client fulfillment and client relationship. The objective of this inquire about is to ponder the concept of client fulfillment, client dependability and its relationship. Additionally, this pr

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Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines t

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Ngamvichaikit, Anothai, and Rian Beise-Zee. "Customer preference for decision authority in credence services." Managing Service Quality 24, no. 3 (2014): 274–99. http://dx.doi.org/10.1108/msq-03-2013-0033.

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Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that

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Annisya, Sekar Cakra Buana, Dwi Prihartina Mukjizah, Pertiwi Hari Sandi Santi, and Epty Hidayaty Dwi. "Pelayanan Jasa Service Komputer Dalam Meningkatkan Loyalitas Pelanggan Recovery.U." Madani: Jurnal Ilmiah Multidisiplin 1, no. 5 (2023): 334–39. https://doi.org/10.5281/zenodo.8019163.

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Computer service providers need to pay attention to the needs and expectations of customers to retain and attract new customers. Companies also need to invest in employee training and development, improving operational processes, and improving service efficiency. Quality computer service services have a very important role in increasing customer loyalty. The purpose of this industrial visit is to provide direct experience and insight to understand directly how the computer service process is carried out and can provide an opportunity to see firsthand how computer technicians carry out their du

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Maduabuchi, R. Ihekoronye, P. Osemene Kanayo, O. Erhun Wilson, and O. Afolabi Margaret. "Customers' Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey." Journal of Health and Medical Sciences 4, no. 1 (2021): 8–17. https://doi.org/10.31014/aior.1994.04.01.150.

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Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of re

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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.

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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achie

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K. Baranidharan and T. Suganya. "Satisfaction of Customers with Digital Marketing Services." December 2023 2, no. 2 (2023): 382–97. http://dx.doi.org/10.36548/rrrj.2023.2.009.

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Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers

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Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.

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Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee i

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T, Muthukalyani, and Irinsutha A. "Customer Satisfaction Towards E-wallet Services." International Journal of Religion 5, no. 11 (2024): 5253–59. http://dx.doi.org/10.61707/wjksxe09.

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The Researcher focused on the customer satisfaction and customer satisfaction towards E-wallets in this study. This study evaluates the factors that has influence on the customers satisfaction while using E-wallets. In recent days everyone uses their mobile phone to make each and every transaction using mobile wallets. E-wallets create a high impact among the people of India. The present study is carried out by the researcher using questionnaire by a survey conducted among the electronic wallet users to find the extent of satisfaction of the customers. The study focuses relationship between de

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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.

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Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to suppl

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Achmad Rasyid Jauhari, Hanif, and Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE." Journal of Public Administration 1, no. 1 (2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.

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Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, the

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 746–48. https://doi.org/10.5281/zenodo.7788398.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Desrinawati Tindaon and Sudianto Manullang. "Analisis Sistem Antrian Pada Masa Pasca Covid’19 Dengan Model Multi Channel-Multi Phase Dalam Optimalisasi Pelayanan Nasabah Bank BRI Unit Aek Kanopan (Labura)." Student Scientific Creativity Journal 1, no. 3 (2023): 179–89. http://dx.doi.org/10.55606/sscj-amik.v1i3.1357.

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Administrative and banking services at PT. Bank BRI Unit Aek Kanopan (Labura) has 2 services consisting of teller services and customer service services. Teller services and customer service services often experience queues of customers coming and making service transactions. This study aims to determine the optimal level of the queuing system for teller service and customer service with the help of C Sharp application. This study discusses the shape of the queuing model. The queuing model used is Multi Channel-Multi Phase with the control notation type (M/G/2)∶ (FIFO/∞/∞). The Multi Channel-M

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K, Baranidharan. "Customer Satisfaction towards Digital Marketing Services." International Journal of Advance Research and Innovation 11, no. 3 (2023): 1–6. https://doi.org/10.69996/ijari.2023001.

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Relationship management with consumers, clients, and potential buyers is often handled through Customer Satisfaction Management. Using technology to streamline, automate, and coordinate business processes is what it's all about. This includes sales-related tasks, but also marketing, customer service, and technical support. The main goals are to find new customers, keep the ones you have, and grow your business; get your old customers to come back; and reduce your marketing and customer service costs as much as possible. The term "Customer Satisfaction" describes an enterprise-wide approach to

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Moliner-Tena, Miguel Angel, Diego Monferrer-Tirado, and Marta Estrada-Guillén. "Customer engagement, non-transactional behaviors and experience in services." International Journal of Bank Marketing 37, no. 3 (2019): 730–54. http://dx.doi.org/10.1108/ijbm-04-2018-0107.

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Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as th

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Kumar, Pushpender, and Anupreet Kaur Mokha. "Electronic Customer Relationship Management (E-CRM) and Customer Loyalty." International Journal of E-Business Research 18, no. 1 (2022): 1–22. http://dx.doi.org/10.4018/ijebr.293292.

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This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had

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Sonali, Dubey, Upadhyay Aditi, Yadav Arvind, Chourey Deepak, S. Jayraj, and Yuvraj. "Customer Views on Banking Services." Journal of Research and Review in Digital Marketing and Communications 1, no. 2 (2024): 13–19. https://doi.org/10.5281/zenodo.13269296.

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<em>The banking system is a crucial component of a nation's economy, indispensable in modern society. It plays a vital role in the economic development of a country and forms the backbone of the money market in advanced economies. Globalization has introduced significant changes in the products and services offered to Indian customers, leading to a noteworthy transformation in the Indian banking sector over the past decade. This study examines the services provided by public and private sector banks, focusing on customer perceptions in Bhopal city. It also analyzes improvements in banking serv

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Tantonio, Michael Claudius, Adil Fadillah, and Sulistiono Sulistiono. "Prosedur Pelayanan Customer Service Pada PT Bank Rakyat Indonesia Unit Cijeruk." Jurnal Aplikasi Bisnis Kesatuan 4, no. 2 (2024): 263–72. http://dx.doi.org/10.37641/jabkes.v4i2.1891.

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Customer Service is an art that combines human emotions, behavior, understanding, feelings, and impressions from the customer's point of view. Customer satisfaction will increase through the provision of good service, thus making customers loyal and having a positive impact on the business. which makes customers use the company's products and services repeatedly and contributes to the profit desired by the business at the bank.The purpose of this discussion is to understand Customer Service services provided to customers, know the problems or obstacles faced and understand the alternatives in

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Ahmed, Irfan, Shahid Mahmood ., and Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products." Journal of Economics and Behavioral Studies 4, no. 5 (2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.

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The present study focuses on finding out the main attributes that determine the customerâ€™s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regress

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Eskiler, Ersin, and Furkan Safak. "Effect of Customer Experience Quality on Loyalty in Fitness Services." Physical Culture and Sport. Studies and Research 94, no. 1 (2022): 21–34. http://dx.doi.org/10.2478/pcssr-2022-0003.

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Abstract Customer experience quality is an important and relatively new concept for service businesses in gaining a sustainable competitive advantage. Although the literature on customer experience quality is expanding, there is a gap concerning the antecedent and consequences of customer experience in fitness services. In this context, we tested a model that explains the precursors and implications of customer experience quality in the context of fitness services. This study was based on a non-experimental, depictive, and descriptive design. Within the scope of this study, 287 participants (2

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G, Divya, and Jacklin P. "Customer Satisfaction is Banking Service." Shanlax International Journal of Commerce, 6, S1 (2019): 144–48. https://doi.org/10.5281/zenodo.2532975.

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Customer satisfaction is the main objective of any banking sector to provide quality product which help in retaining the customer. In Traditional banking the customers used to stand in a long queue to fill the forms for deposit or withdrawals but now the modern banking does not face all this difficulty it has bought modern technology to provide better satisfaction to its customers like online banking, credit card facilities, online payment and transaction. This study is to understand if the customers are satisfied with the modern technology and does the bank put an eff

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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstratio

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Taheri, Babak, Filipe J. Coelho, Carlos M. P. Sousa, and Heiner Evanschitzky. "Mood regulation, customer participation, and customer value creation in hospitality services." International Journal of Contemporary Hospitality Management 29, no. 12 (2017): 3063–81. http://dx.doi.org/10.1108/ijchm-07-2016-0389.

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Purpose Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation. Design/methodology/approach This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation. Findings It is found that mood clarity relates directly with customer relational v

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Rowell, Agliones Diaz. "Quality of Service of Selected Courier Service Company in Cabanatuan City: It's Implication to Customer Satisfaction." International Journal of Management Sciences and Business Research 7, no. 11 (2018): 162–68. https://doi.org/10.5281/zenodo.3490197.

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The study was prepared in the conjecture that customer satisfaction reflects the quality of service of a company. Thus, this study aims to determine the customer satisfaction on the services provided by selected courier services in Cabanatuan City, Nueva Ecija for the further implication of satisfaction in meeting customers’ expectation. The study used the descriptive-quantitative method of research. This research method is a combination of two model; descriptive and quantitative. More specifically, the researchers want to know the relationship between respondents’ socio-demographi

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Parera, Jurgen, James D. D. Massie, and Emilia M. Gunawan. "ANALYSIS OF CUSTOMERS LOYALTY ON ONLINE SHOPPING PLATFORM DURING PANMDEMIC COVID 19 (CASE STUDY LAZADA ONLINE SHOPPPING PLATFORM)." Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 11, no. 4 (2023): 302–10. http://dx.doi.org/10.35794/emba.v11i4.51367.

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The objective of this research is to analyze the customer loyalty on online Shopping Platform Lazada. The sample taken are 11 customer of online shopping platform in University of Sam Ratulangi Manado and from the 4 indicator-Customers tend to use services frequently, Customers are willing to return to use the services, Customers are not interested in switching, Customers will provide positive information to others, Customers will recommend to others that can be collude almost all of the sample are considered as a loyal customer of Lazada customers demonstrate that all those factors, of Custom

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Manjushree, S. "Customer Preference towards Use of ATM Services." ComFin Research 8, no. 4 (2020): 23–27. http://dx.doi.org/10.34293/commerce.v8i4.3290.

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Automated teller machines have altered the relationship between banks and their customers and competitive relationships among banks. ATMs are self-service vendor machine it permits customers to do anywhere, anytime banking both the bank and customers stand to gain in several ways. In contrast, ATMs bring down the cost per transaction, increase efficiency by reducing the workload of staff, they help to increase accuracy, speed, save time, money and effort of customers. Thus ATM impacts customer services and leads to better customer satisfaction. They enable the bank to transact more business by

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Mehak and Khalid Ilma. "Customer's Satisfaction Towards E-Banking Services." RECENT RESEARCHES IN SOCIAL SCIENCES & HUMANITIES 11, no. 2 (2024): 1–6. https://doi.org/10.5281/zenodo.13337128.

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All business organizations should listen to customers and stakeholders. In previous studies, resultshave shown that an organization's longterm success depends on its ability to create and maintaincustomer satisfaction and willingness to change. To ensure customer satisfaction, organizations needto take appropriate measures to develop and improve processes and procedures. The results estimatethe financial capacity of the organization. This ebanking customer satisfaction program must beprepared meticulously. New methods for customer satisfaction are becoming important tools formarketing organiza

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Dewarani, Geraldine, and Yeshika Alversia. "The influence of customer involvement and engagement on co-creation of services, satisfaction, and loyalty: The case of Software as a Service." Innovative Marketing 19, no. 2 (2023): 27–37. http://dx.doi.org/10.21511/im.19(2).2023.03.

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Software as a digital product has been shown to improve companies’ performance and efficiency. One product that is now at the core of many businesses is Software as a Service (SaaS). By utilizing cloud computing platforms, SaaS is a method of providing applications as a service. SaaS applications have unique characteristics that can be customized to meet customers’ needs. Hence, SaaS has become suitable for companies of all types and sizes, including small- and medium-sized enterprises. The purpose of this study is to examine the effect of customer involvement on the development of SaaS applic

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Dr. R.Renuka, Dr. P. Sakthivel, Dr. N.R.Vembu, Dr. M. Ganesan, and Dr. M. K. Durgamani. "Customer Awareness on Banking Services in Kumbakonam." GIS Business 14, no. 6 (2019): 124–32. http://dx.doi.org/10.26643/gis.v14i6.11688.

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For the economic development of a country, bank plays an important role. The present era of globalization and liberalization has made the banking industry very competitive by providing various services to the customers. The various services provided by the banks can be utilized by the customers only when they are made aware of these services. The banker and customer have to know about each other. The banker has to know the customers’ needs and in the same way, the customer has to know about the various services offered by the banks. Increased level of awareness among the customers leads to inc

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Wright, Sarah. "Evolving Customer Services." Editors' Bulletin 8, no. 2-3 (2012): 89–92. http://dx.doi.org/10.1080/17521742.2012.754581.

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Martínez Ochoa, Bryan Humberto, and Cristina Guadalupe Ordoñez Espinoza. "Transformación digital en la gestión de atención al cliente en las PYMES de servicios de internet en la ciudad de Cañar." Telos: Revista de Estudios Interdisciplinarios en Ciencias Sociales 26, no. 2 (2024): 614–31. http://dx.doi.org/10.36390/telos262.12.

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The present study analyzed the digital transformation in customer service management in small and medium-sized enterprises (SMEs) of internet services in Cañar. The methodology was based on a quantitative approach supported by a field research design. Data was collected through a structured questionnaire statistically validated using Cronbach's alpha coefficient to ensure reliability and consistency. The target population consisted of managers of internet services SMEs and customers of these companies. The results revealed a clear tendency towards adopting of technologies, including communicat

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Liu, Xiao-Yu, Nai-Wen Chi, and Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects." Journal of Service Research 22, no. 3 (2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.

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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emo

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DR, BHADRAPPA HARALAYYA. "IMPORTANCE OF CRM IN BANKING AND FINANCIAL SECTORS." Journal of Advanced Research in Quality Control and Management ISSN: 2582-3280 6, no. 1 (2021): 8–9. https://doi.org/10.5281/zenodo.5017857.

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In this digital era, many financial services organizations, including banks, insurance companies, and capital markets find it difficult to meet the rising customer expectations. The customers have fully embraced the convenience of Digital Financial Services (DFS). From loan application to debit card renewal, customers have become accustomed to DFS for every possible financial operation. Apart from customer demands, the ever-increasing competition has compelled banks and other financial institutions to enrich their customer relationship experience. CRM provides a modern, customer-centric approa

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Arimbawa, Eka, Ketut Suarjana, and I. Putu Ganda Wijaya. "The Relationship between Pharmaceutical Services and Satisfaction of Customers Accessing Pharmacy Services in Denpasar." Public Health and Preventive Medicine Archive 2, no. 2 (2014): 153–57. http://dx.doi.org/10.53638/phpma.2018.v2.i2.p11.

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Background and purpose: Pharmaceutical care has been shifted from product or drug oriented paradigm into patient oriented to ensure that every customer will be able get the most effective medication. This research aims to explore the relationship between pharmaceutical services and satisfaction of customers accessing the pharmacy services in Denpasar. Methods: This research was analytic study using cross sectional design. The samples consisted of 116 customers taken from 20 pharmacies at Denpasar. Data was collected using self-administered questionnaires. Data was analyzed using logistic

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Dr., Hanumanthappa. "Quality Services in Digital Banking." International Journal of Advance and Applied Research 4, no. 23 (2023): 66–72. https://doi.org/10.5281/zenodo.8159034.

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Digital banking is also called as internet banking and online banking and it allows patrons of financial institutions to manner precautionary transactions on a secured websites worked by the institutions. This can be a retail bank, cybernetic bank, credit union or construction civilization. The purpose of the study was to know the awareness level of the customer about digital banking services, customer satisfaction toward services and major problem faced by the customers while transacting with the digital banking and also to assess the impact of service quality on customer satisfaction in digi

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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.

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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this ti

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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.

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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East

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Olowo, Samson Oluwole, Ikenna Theodore Nnoli, A. Alao Ajibola, M. Adeniyi Oresanwo, O. Christiana Hassan, and A. Olusola Adewole. "Customers–Bankers Relationship and Bank Performance in Nigeria: An Appraisal of Bank Services." Bells University of Technology Journal of Management Science 1, no. 2 (2021): 167–76. https://doi.org/10.5281/zenodo.10202174.

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The study examined the customers/banker's relationship and bank performance in Nigeria: Anappraisal of Bank services. The specific objectives are Customer demand, Informationtechnology, banker/customer, bank services and bank performance. Primary data weresourced through the use of a structured questionnaire while one hundred and twentyquestionnaires were administered to customers of which eighty were returned and used for thisresearch. Both descriptive and inferential statistics were used. The descriptive involvedfrequency and percentage while inferential are regression and Correlation analys

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