Designing a Customer Feedback Service Channel Through AI to Improve Customer Satisfaction in the Supermarket Industry

2020 ◽  
Vol 19 (03) ◽  
pp. 2050015
Author(s):  
Olufemi Muibi Omisakin ◽  
Chanaka Bandara ◽  
Indrapriya Kularatne
Keyword(s):  
Customer Satisfaction ◽  
Data Sets ◽  
Feedback Channel ◽  
Service Channel ◽  
Customer Feedback ◽  
Supermarket Industry ◽  
Feedback Channels ◽  
The Impact ◽  
Service Channels ◽  
Self Administered Questionnaire

This study examines the impact of customer feedback channels on customer satisfaction, the need to design a new feedback channel using artificial intelligence (AI) as a goods locator map and internal survey model in the supermarket industry. A self-administered questionnaire was used to collect data from customers in supermarkets. Descriptive statistics and correlations were used to analyse the collected data sets to attain a statistically supported conclusion. The research found customer feedback service channels impacted on customers’ satisfaction. Customers were not satisfied with the rate of responsiveness to their feedback. The study designed and proposed a customer feedback service channel with AI as an alternative to existing feedback channels. It concluded that an AI designed system should be developed and implemented in supermarkets to test the intended outcome of the feedback channels and to design a robust system as a goods locator map and internal survey model.

scholarly journals Customer Satisfaction of Recommender System: Examining Accuracy and Diversity in Several Types of Recommendation Approaches

2021 ◽  
Vol 13 (11) ◽  
pp. 6165
Author(s):  
Jae-Kyeong Kim ◽  
Il-Young Choi ◽  
Qinglong Li
Keyword(s):  
Customer Satisfaction ◽  
Recommender Systems ◽  
Recommender System ◽  
Data Sets ◽  
Sustainable Competitive Advantage ◽  
Customer Data ◽  
The Sustainable Development ◽  
Diverse Data ◽  
And Behavior ◽  
The Impact

Information technology and the popularity of mobile devices allow for various types of customer data, such as purchase history and behavior patterns, to be collected. As customer data accumulate, the demand for recommender systems that provide customized services to customers is growing. Global e-commerce companies offer recommender systems to gain a sustainable competitive advantage. Research on recommender systems has consistently suggested that customer satisfaction will be highest when the recommendation algorithm is accurate and recommends a diversity of items. However, few studies have investigated the impact of accuracy and diversity on customer satisfaction. In this research, we seek to identify the factors determining customer satisfaction when using the recommender system. To this end, we develop several recommender systems and measure their ability to deliver accurate and diverse recommendations and their ability to generate customer satisfaction with diverse data sets. The results show that accuracy and diversity positively affect customer satisfaction when applying a deep learning-based recommender system. By contrast, only accuracy positively affects customer satisfaction when applying traditional recommender systems. These results imply that developers or managers of recommender systems need to identify factors that further improve customer satisfaction with the recommender system and promote the sustainable development of e-commerce.

scholarly journals The Impact of Trust On E-Marketing And Customer Satisfaction In The Commercial Banks Of A Developing Country

2021 ◽  
Vol 58 (1) ◽  
pp. 2602-2614
Author(s):  
Ali Ismail Ali Algnaidi, Arun Kumar Tarofder, S. M. Ferdous Azam
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Banking Sector ◽  
Banking Industry ◽  
Primary Data ◽  
Validity And Reliability ◽  
Spss Software ◽  
The Impact ◽  
The Relationship ◽  
Self Administered Questionnaire

The purpose of this paper is to determine, based on e-marketing, the customer satisfaction of Libya's banking industry. This is an empirical research designed using primary data gained by a well-structured questionnaire. After validity and reliability checking of a self-administered questionnaire using the SPSS software, the analysis was performed. The questionnaire was circulated in Misurata, Libya, to a sample of 350 bank customers. This paper provides a valuable contribution, as there are only a few studies dealing with the evaluation of e-marketing components in Libya's banking industry. The results have shown that the relationship between consumer satisfaction and e-marketing is significant here. Regression analysis found that all these factors positively impacted customer satisfaction in the Libyan banking sector based on three distinct independent variables (mobile phones, internet and credit cards). For bank management, which looks forward to innovative market models to gain customer satisfaction by trust-building, this study has huge implications.  

scholarly journals Impact of Service Quality on Customer Satisfaction and Firm Performance in Nepalese Life Insurance Companies

2021 ◽  
Vol 10 (3) ◽  
pp. 110-114
Author(s):  
Jitendra Prasad Upadhyay ◽  
Pitri Raj Adhikari
Keyword(s):  
Firm Performance ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Insurance Companies ◽  
Positive Correlation ◽  
Multiple Regression Models ◽  
And Performance ◽  
The Impact ◽  
Self Administered Questionnaire

This paper attempts to examine the impact of service quality on customer satisfaction and firm performance in Nepalese life insurance companies. Data are collected through structured and self-administered questionnaire from 350 respondents of 19 life insurance companies which are based on SERVQAL model. Descriptive and causal-comparative research design have used to achieve the objectives and descriptive statistics, correlation, as well as multiple regression models, have been used to analyze the data. It is observed that reliability, responsiveness, assurance, empathy, and tangibles have a positive and significant impact on customer satisfaction and firm performance. It is also found that responsiveness shows the highest positive correlation with customer satisfaction and performance in terms of ROA and assurance demonstrates the least positive correlation with customer satisfaction and ROA

scholarly journals Inspection of the Level of Effects of Service Quality to Customer Satisfaction in Retail Supermarkets

SIASAT ◽  
2020 ◽  
Vol 4 (1) ◽  
pp. 36-45
Author(s):  
Nguyen Thi Hang ◽  
Truong Thi Viet Phuong ◽  
Nguyen Thi Quynh Trang
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Profit Maximization ◽  
Affecting Factors ◽  
Goods And Services ◽  
Supermarket Industry ◽  
Fierce Competition ◽  
The Impact

For every business dealing in goods and services, especially in the field of sales, attracting more and more buyers will help increase sales, contributing to achieving the ultimate goal of the producer. profit maximization. Currently, retail supermarkets are facing fierce competition pressure among supermarket organizations: from the competition of existing supermarkets in the area, the chains of buffet goods, the shopping centers, the penetration of the "giants" in the domestic and foreign retail supermarket industry. In the context of consumers having more and more opportunities to choose shopping places and more and more requirements for service quality, especially, consumers when they come to supermarkets are not merely Buy the goods you need but also feel comfortable, feel your needs are best met. Therefore, when it comes to customer satisfaction with supermarkets, the issues that we need to pay attention to, from the quality of goods to the attitude of the staff, the promotions, as well as pay attention to customers' feelings about the service quality of the business, thereby taking measures to keep old customers, attract new customers ... All have certain effects on customer satisfaction in Supermarkets in general and at retail supermarkets in particular. This study uses exploratory factor analysis (EFA) and positive factor analysis (CFA) to test the scale of the influence of factors on customer satisfaction at the supermarket. The study has determined the scale of affecting factors including 7 components with 27 observed variables. The results of the study help to verify the qualitative statements about the impact of factors on customer satisfaction, thereby drawing conclusions and recommendations to help supermarkets promote points. strong as well as improve weak points to achieve the best service quality.

Inspection of the Level of Effects of Service Quality to Customer Satisfaction in Retail Supermarkets

SIASAT ◽  
2020 ◽  
Vol 5 (1) ◽  
pp. 36-46
Author(s):  
Nguyen Thi Hang ◽  
Pham Minh Dat ◽  
Nguyen Van Huan ◽  
Truong Thi Viet Phuong
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Profit Maximization ◽  
Affecting Factors ◽  
Goods And Services ◽  
Supermarket Industry ◽  
Fierce Competition ◽  
The Impact

For every business dealing in goods and services, especially in the field of sales, attracting more and more buyers will help increase sales, contributing to achieving the ultimate goal of the producer. Profit maximization. Currently, retail supermarkets are facing fierce competition pressure among supermarket organizations: from the competition of existing supermarkets in the area, the chains of buffet goods, the shopping centers, the penetration of the "giants" in the domestic and foreign retail supermarket industry. In the context of consumers having more and more opportunities to choose shopping places and more and more requirements for service quality, especially, consumers when they come to supermarkets are not merely Buy the goods you need but also feel comfortable, feel your needs are best met. Therefore, when it comes to customer satisfaction with supermarkets, the issues that we need to pay attention to, from the quality of goods to the attitude of the staff, the promotions, as well as pay attention to customers' feelings about the service quality of the business, thereby taking measures to keep old customers, attract new customers ... All have certain effects on customer satisfaction in Supermarkets in general and at retail supermarkets in particular. This study uses exploratory factor analysis (EFA) and positive factor analysis (CFA) to test the scale of the influence of factors on customer satisfaction at the supermarket. The study has determined the scale of affecting factors including 7 components with 27 observed variables. The results of the study help to verify the qualitative statements about the impact of factors on customer satisfaction, thereby drawing conclusions and recommendations to help supermarkets promote points. Strong as well as improve weak points to achieve the best service quality.

scholarly journals Managing customer relationships in emerging markets

2019 ◽  
Vol 29 (5/6) ◽  
pp. 592-609 ◽  
Author(s):  
Sanjaya Singh Gaur ◽  
Russel P.J. Kingshott ◽  
Piyush Sharma
Keyword(s):  
Customer Satisfaction ◽  
Emerging Markets ◽  
Retail Banking ◽  
Customer Relationships ◽  
Service Firms ◽  
Content Type ◽  
Customer Commitment ◽  
The Impact ◽  
Self Administered Questionnaire ◽  
Practical Implications

Purpose The purpose of this paper is to study the impact of relationship comfort and relationship proneness on the ability of service firms to build and maintain customer relationships in emerging markets (EMs). Design/methodology/approach A field-survey was conducted with retail-banking customers in India (n=300) using a structured self-administered questionnaire with well-established scales. Findings Relationship comfort positively affects key relationship marketing (RM) constructs (e.g. customer satisfaction, trust, commitment and loyalty) and relationship proneness positively moderates (strengthens) the impact of relationship comfort on customer commitment and loyalty. Research limitations/implications The findings may not be generalizable to all customer types using bank services as well as other types of services and in other EMs. Practical implications Service firms in EMs can build and maintain robust customer relationships by using relationship comfort and relationship proneness to strengthen key RM constructs, such as customer satisfaction, trust, commitment and loyalty. Originality/value The paper highlights the importance of maintaining RM as a tool to build valuable customer relationships but also reveals the importance of relationship comfort and relationship proneness in building trust-based customer relationships in the EMs.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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