Big Data Based Analysis of the China’s Customer Service Industry in 2019

2020 ◽  
pp. 1092-1097
Author(s):  
Yawei Jiang ◽  
Huali Cai
Keyword(s):  
Big Data ◽  
Customer Service ◽  
Service Industry

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Improving Forecasting for Customer Service Supply Chain Using Big Data Analytics

2018 ◽  
pp. 25-41 ◽  
Author(s):  
Kedareshwaran Subramanian ◽  
Kedar Pandurang Joshi ◽  
Sourabh Deshmukh
Keyword(s):  
Big Data ◽  
Supply Chain ◽  
Customer Service ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Resource Planning ◽  
Road Map ◽  
Service Supply Chain ◽  
Data Ecosystem ◽  
Manufacturing Organization

In this book chapter, the authors highlight the potential of big data analytics for improving the forecasting capabilities to support the after-sales customer service supply chain for a global manufacturing organization. The forecasting function in customer service drives the downstream resource planning processes to provide the best customer experience at optimal costs. For a mature, global organization, its existing systems and processes have evolved over time and become complex. These complexities result in informational silos that result in sub-optimal use of data thereby creating inaccurate forecasts that adversely affect the planning process in supporting the customer service function. For addressing this problem, the authors argue for the use of frameworks that are best suited for a big data ecosystem. Drawing from existing literature, the concept of data lakes and data value chain have been used as theoretical approaches to devise a road map to implement a better data architecture to improve the forecasting capabilities in the given organizational scenario.

Digital Marketing and E-Tailing Technological Innovations

2020 ◽  
pp. 37-65
Author(s):  
Alan D. Smith
Keyword(s):  
Data Mining ◽  
Quality Assurance ◽  
Big Data ◽  
Information Retrieval ◽  
Customer Service ◽  
Middle Level ◽  
Purchase Decision ◽  
Product Reviews ◽  
Privacy Concerns ◽  
Web Presence

In an age of public mistrust of the most basic institutions, businesses are not exempted. Essentially all e-tailers want to deliver personalized and real-time communications to customers that are tailored to their interests and preferences, and are based on big data mining that customers will value over privacy concerns. This is an era in which e-commerce retailers continue to dominate the marketplace and it is integral that consumers are able to trust the manufacturers, retailers, and the service/product reviews that they read online. Such trust is particularly important if their ultimate purchase decision is a successful one. A survey of middle-level managers was analyzed to identity the basic elements: e-personalization, namely online purchasing behaviors, personalized communications, information-retrieval services, degree of personal web presence, quality assurance of customer service, and the promotion of customization services. These elements were found to be conceptually and statistically related to retailer benefits of increased buying and customer loyalty.

Promoting a revamped CRM through Internet of Things and Big Data: an AHP-based evaluation

2020 ◽  
Vol 28 (1) ◽  
pp. 66-91 ◽  
Author(s):  
Mohamad Abu Ghazaleh ◽  
Abdelrahim M. Zabadi
Keyword(s):  
Big Data ◽  
Internet Of Things ◽  
Customer Service ◽  
Assessment Model ◽  
Analytic Hierarchy ◽  
Business Decision ◽  
Content Type ◽  
Factors Influencing ◽  
New Frontier ◽  
The Impact

Purpose Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship management (CRM) investments in modern customer service. The purpose of this paper is to develop an analytic hierarchy planning framework to establish criteria weights and to develop a general self-assessment model for determining the most important factors influencing the IoT and BD investment in CRM. The authors found that most studies have focused on conceptualizing the impact of IoT without BD and with limited empirical studies and analytical models. This paper sheds further light on the topic by presenting both IoT and BD aspects of future CRM. Design/methodology/approach The analytic hierarchy process (AHP) methodology is used to weight and prioritize the factors influencing the IoT and BD investment in modern CRM in the service industry. The AHP framework resulted in a ranking of 21 sustainability sub-factors based on evaluations by experienced information technology and customer service professionals. Findings The paper provides significant insight on the new frontier of CRM, focusing on the use of IoT and BD and the respective solutions to address them were identified. This study primarily contributes in providing the process of effectively managing and implementing IoT and BD in big businesses by identifying the connecting link between firms and customers. Practical implications The understanding of new frontier of CRM connective via IoT and BD can solve the dilemmas and challenges linked to the practice of implement IoT and BD in the information systems field. The study provides valuable information and critical analysis of IoT and BD with regard to the integration of CRM. Finally, this study further provides directions for future researchers. Originality/value IoT and BD are a growing phenomenon, which business decision-makers and information professionals need to consider seriously to properly ascertain the modern CRM dimensions in the digital economies. They also should embrace the proper CRM innovation, which is powered by IoT and BD, and discover how IoT and BD can bring the next level of maturity to CRM “CRM of everything.”

Based on the Method of Enterprise Logistics Cost Accounting Research

2014 ◽  
Vol 687-691 ◽  
pp. 5120-5123
Author(s):  
Guo Gang Li ◽  
Ting Yang ◽  
Jia Ying Zhou
Keyword(s):  
Customer Service ◽  
Cost Allocation ◽  
Service Industry ◽  
Cost Accounting ◽  
Logistics Cost ◽  
Logistics Industry ◽  
Total Cost ◽  
Market Competitiveness ◽  
Enterprise Logistics ◽  
Cost Object

At present, as an emerging service industry customer service and the third profit source of enhancing the competitiveness of the enterprise market, the logistics industry gets the attention of more and more enterprises. In the enterprise total cost, reasonable decomposition and calculating the logistics cost, seriously affect the profits of the enterprise. Therefore, how to make enterprise logistics cost accounting becomes the focus concern of enterprises to improve market competitiveness. This topic comes from the basic theory of homework cost method, the enterprise logistics cost accounting based on homework cost method are analyzed. This paper expounds the homework cost method based the thinking of enterprise logistics cost accounting, by the process of resource to homework cost object cost allocation, and the activity-based cost method of enterprise logistics cost accounting methods are analyzed on focus.

scholarly journals Development of the Logistics 4.0 Concept in the Digital Economy

2020 ◽  
pp. 85-96
Author(s):  
N. Trushkina ◽  
◽  
H. Dzwigol ◽  
O. Serhieieva ◽  
Yu. Shkrygun ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Service ◽  
Industry 4.0 ◽  
Business Processes ◽  
Digital Technologies ◽  
Digital Economy ◽  
Digital Transformation ◽  
Digital Platforms ◽  
Delivery Times ◽  
Sustainable Logistics

The transition to a digital economy is becoming a key driver of GDP growth. This is due not only to the effect obtained from the automation of existing processes, but also from the introduction of new, breakthrough business models and technologies, including digital platforms, digital ecosystems, in-depth analytics of big data, Industry 4.0, Logistics 4.0. At the same time, digital transformation is seen as a radical change in the complex of business processes, from product development to customer service, as well as the introduction of modern digital technologies in the organization of business processes in enterprises. The purpose of the article is to analysis the features and trends of organizing logistics activities in the context of digital transformation of business processes; research of the main prerequisites for the formation of the Logistics 4.0 concept; determination of priority directions for its further development in the context of Industry 4.0. Based on the generalization of scientific approaches, the definition of the concept of "Logistics 4.0" has been clarified, which means the modern paradigm of managing logistic (material, financial, information, transport) flows and organizing a complex of logistics activities (purchase and delivery of material resources, warehousing, production, stock formation, recycling of industrial waste, customer service, transportation and sale of finished products) using breakthrough digital technologies and information systems. The priority areas of organizing the logistics activities of enterprises using digital technologies include the following: multichannel logistics; logistics marketplaces; rethinking the use of packaging; mass personalization; Silver Economy (new services for older clients and new opportunities for older workers); sustainable logistics; sharing economy; multi-supply; customer experience; smart containerization; big data analytics; augmented and virtual reality; cloud service applications and APIs; Internet of Things; robotics and automation; new generation wireless communication; blockchain; Artificial Intelligence; unmanned aerial vehicles or "drones"; 3D printing; unmanned vehicles; quantum computing; supergrid logistics; space logistics; the use of digital platforms that unite customers and transport and logistics companies (the parties can enter into digital contracts, exchange transport booking requests and electronic documents, control the delivery of goods in real time). All this can help to reduce costs by optimizing procurement; decrease in personnel costs and decrease in labour costs as a result of automation; reduction of errors in logistics; optimization of the supply process; efficient warehouse management; forecasting shipments; creation of optimal routes; operational planning of loads and control of delivery times; ensuring product delivery on time, improving customer loyalty; optimal interaction with customers on the "last mile".

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