Ontological Modeling Applied to Engineering and Governance Processes of Customer Complaints

2014 ◽  
pp. 337-346
Author(s):  
Orlando Agostinho ◽  
Carlos Mendes ◽  
Miguel Mira da Silva ◽  
José Tribolet
Keyword(s):  
Customer Complaints ◽  
Ontological Modeling ◽  
Governance Processes

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

K-MEANS CLUSTERING ALGORITHM FOR SERVICE DATA ANALYSIS BASED ON CUSTOMERS COMBINATION

2018 ◽  
Vol 3 (1) ◽  
pp. 001
Author(s):  
Zulhendra Zulhendra ◽  
Gunadi Widi Nurcahyo ◽  
Julius Santony
Keyword(s):  
Data Mining ◽  
Data Analysis ◽  
Clustering Algorithm ◽  
Customer Complaints ◽  
Using Data ◽  
Clustering Data ◽  
Service Data ◽  
Selection Of

In this study using Data Mining, namely K-Means Clustering. Data Mining can be used in searching for a large enough data analysis that aims to enable Indocomputer to know and classify service data based on customer complaints using Weka Software. In this study using the algorithm K-Means Clustering to predict or classify complaints about hardware damage on Payakumbuh Indocomputer. And can find out the data of Laptop brands most do service on Indocomputer Payakumbuh as one of the recommendations to consumers for the selection of Laptops.

Use of activated carbon to remove undesirable residual amylase from refinery streams

2017 ◽  
pp. 96-103 ◽  
Author(s):  
Gillian Eggleston ◽  
Isabel Lima ◽  
Emmanuel Sarir ◽  
Jack Thompson ◽  
John Zatlokovicz ◽  
...  
Keyword(s):  
Activated Carbon ◽  
High Temperature ◽  
High Performance ◽  
Activated Carbons ◽  
Amylase Activity ◽  
Sugar Industry ◽  
End User ◽  
Customer Complaints ◽  
Carry Over ◽  
Very High

In recent years, there has been increased world-wide concern over residual (carry-over) activity of mostly high temperature (HT) and very high temperature (VHT) stable amylases in white, refined sugars from refineries to various food and end-user industries. HT and VHT stable amylases were developed for much larger markets than the sugar industry with harsher processing conditions. There is an urgent need in the sugar industry to be able to remove or inactivate residual, active amylases either in factory or refinery streams or both. A survey of refineries that used amylase and had activated carbon systems for decolorizing, revealed they did not have any customer complaints for residual amylase. The use of high performance activated carbons to remove residual amylase activity was investigated using a Phadebas® method created for the sugar industry to measure residual amylase in syrups. Ability to remove residual amylase protein was dependent on the surface area of the powdered activated carbons as well as mixing (retention) time. The activated carbon also had the additional benefit of removing color and insoluble starch.

scholarly journals ‘Mind the Gap’: Reconnecting Local Actions and Multi-Level Policies to Bridge the Governance Gap. An Example of Soil Erosion Action from East Africa

Land ◽  
2020 ◽  
Vol 9 (10) ◽  
pp. 352
Author(s):  
Claire Kelly ◽  
Maarten Wynants ◽  
Linus K. Munishi ◽  
Mona Nasseri ◽  
Aloyce Patrick ◽  
...  
Keyword(s):  
Soil Erosion ◽  
Policy Integration ◽  
Short Term ◽  
Institutional Processes ◽  
Governance Challenges ◽  
Multi Level ◽  
Context Specific ◽  
Governance Processes ◽  
Design And Testing ◽  
Erosion Action

Achieving change to address soil erosion has been a global yet elusive goal for decades. Efforts to implement effective solutions have often fallen short due to a lack of sustained, context-appropriate and multi-disciplinary engagement with the problem. Issues include prevalence of short-term funding for ‘quick-fix’ solutions; a lack of nuanced understandings of institutional, socio-economic or cultural drivers of erosion problems; little community engagement in design and testing solutions; and, critically, a lack of traction in integrating locally designed solutions into policy and institutional processes. This paper focusses on the latter issue of local action for policy integration, drawing on experiences from a Tanzanian context to highlight the practical and institutional disjuncts that exist; and the governance challenges that can hamper efforts to address and build resilience to soil erosion. By understanding context-specific governance processes, and joining them with realistic, locally designed actions, positive change has occurred, strengthening local-regional resilience to complex and seemingly intractable soil erosion challenges.

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

2021 ◽  
pp. 232948842110323
Author(s):  
Rebecca Van Herck ◽  
Sofie Decock ◽  
Bernard De Clerck ◽  
Liselot Hudders
Keyword(s):  
Positive Impact ◽  
Brand Trust ◽  
Mediating Effects ◽  
Customer Complaints ◽  
Moderation Effects ◽  
Complaint Handling ◽  
Negative Effect ◽  
Handling Quality ◽  
The Impact

This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative or positive impact on the customer in cases of partial refunds, either because LREE are being perceived as insincere or as genuine expressions of concern. The results of two experiments show that LREE positively influence brand trust through higher perceived empathy and perceived complaint handling quality. However, the expected negative effect is not found, as LREE are more effective in a low versus high compensation condition. The effectiveness itself is not influenced by the acceptance of blame when a partial refund is offered.

Factors influencing the shaping of shared services business models

2014 ◽  
Vol 7 (1) ◽  
pp. 47-65 ◽  
Author(s):  
Anton Joha ◽  
Marijn Janssen
Keyword(s):  
Business Model ◽  
Business Models ◽  
Customer Orientation ◽  
Governance Structure ◽  
Single Type ◽  
Shared Services ◽  
Unified Framework ◽  
Content Type ◽  
Factors Influencing ◽  
Governance Processes

Purpose – Shared services are often viewed as a single type of business model but in reality, shared services can be organized in different ways. The goal of this research is to understand the factors influencing the shaping of shared services business models. Design/methodology/approach – Inductive case oriented research is conducted by investigating three different types of shared services arrangements using Al-Debei and Avison's unified framework for business models. Findings – A total of 12 different factors were identified that influence the shape of shared services business models including the path dependency, legal/regulatory driver, customer orientation, target segment, strategic importance, ICT/business orientation, IT governance structure, change strategy, degree of outsourcing, integration potential, economic rationale and the business value. Research limitations/implications – The level of customization and standardization can influence the potential benefits that can be gained from bundling services and it is important to understand the factors that influence this dimension. Practical implications – The appropriate configuration of these factors can be helpful to design shared services arrangements with a balanced degree of standardization and customization. The choices regarding the configuration of these factors could result in a more or less effective functioning business model and could influence the governance processes and mechanisms that need to be put in place. Originality/value – There is no prior research that addresses the shared services business model from a holistic perspective and this research provides a first conceptual model for shared services business models.

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