scholarly journals Mind the Gap: Discrepancy Between Customer Expectation and Perception on Commercial Chatbots Usage

2021 ◽  
Vol 11 (1) ◽  
pp. 1-10
Author(s):  
Winslet Ting Yan Chan ◽  
Chi Hong Leung
Keyword(s):  
Customer Expectation

Influencing Factors on Customer Satisfaction towards American Brands in the Food and Beverage Industry in Malaysia

2016 ◽  
Vol 2 (2) ◽  
pp. 69 ◽  
Author(s):  
Nur Atiqah Rochin Demong ◽  
Abdul Kadir Othman ◽  
Salmi Bawasa
Keyword(s):  
Customer Satisfaction ◽  
Influencing Factors ◽  
Perceived Value ◽  
Perceived Quality ◽  
Kuala Lumpur ◽  
Customer Expectation ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper.

A Study on Customer Satisfaction towards TVS Two-Wheeler in Madurai City

2021 ◽  
Vol 8 (4) ◽  
pp. 91-96
Author(s):  
K R Srinivasan ◽  
P Ponraj
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
World Market ◽  
Vital Role ◽  
Primary Data ◽  
Customer Expectation ◽  
Data Statistics ◽  
Spss Software ◽  
Two Wheeler

TVS is one of India’s largest diversified industrial conglomerates, with its principal headquarters in Madurai and international offices in Chennai. TVS motor company is a multinational motorcycle company is the third-largest motorcycle company in India. In today’s competitive world, market research player, a vital role to aid the company in understanding the customer expectation from the company. Customer satisfaction is an important component of a company’s relationship with their customers it is effectively utilizing marketing and sales resources has been a top priority for many organizations. In this study, an attempt has been made to analyze the satisfaction level of the customer towards TVS two-wheeler in Madurai city; a sample of 45 respondents has been selected using a simple random sampling method questionnaire has been used to collect primary data from the respondents. SPSS software is used to analyze the data statistics.

Six Sigma Method Applying within Environmental Management

2013 ◽  
Vol 739 ◽  
pp. 700-705
Author(s):  
Ruzena Kralikova ◽  
Miroslav Rusko ◽  
Miroslav Badida
Keyword(s):  
Environmental Management ◽  
Six Sigma ◽  
Integrated Approach ◽  
Business Success ◽  
Comprehensive System ◽  
Customer Expectation ◽  
The Way

The paper describes the philosophy and methodology of Six Sigma method. Six Sigma is a new methodology using old tools. It is a comprehensive system for achieving, maintaining and maximizing business success based mainly on understanding of the needs and customer expectation. With their introduction, the organizations create the way for a balanced and integrated approach in terms of economic, quality, environmental and security interests.

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

scholarly journals Online Tourist Behaviour: An Evaluation of the Tourism Industry of India

2018 ◽  
Vol 13 (1) ◽  
pp. 19-28
Author(s):  
Bivek Dutta ◽  
Sajnani M
Keyword(s):  
Service Sector ◽  
Adult Population ◽  
Travel Behaviour ◽  
Tourism Industry ◽  
Review Of Literature ◽  
Customer Expectation ◽  
Internet Users ◽  
Tourist Behaviour ◽  
Key Aspects ◽  
Online Travel

A review of literature pertaining to online travel behaviour shows that most travel purchases in India are done online. In India, 68% of the population book flight tickets directly. India has an urban adult population of 240 million out of which 27% or 65 million go on holidays. India has 205 million internet users and 110 million Smartphone users. Online Travel bookings are expected to grow rapidly as India’s online travel penetration is expected to increase It is not only restricted to online product purchases. This paper is an attempt to discuss online tourist behaviour in the burgeoning Tourism Industry. The paper also looks into some key aspects such as the performance of the service sector, E-commerce and development of internet which are majorly responsible for developing customer expectation. It also throws light on online tourist behaviour and means of delivering a good experience to the tourists through an array of online services.

scholarly journals The Impact of Digital Transformation for Social Enterprise

2019 ◽  
Author(s):  
reine yolite
Keyword(s):  
Real Time ◽  
Inventory Management ◽  
Cost Effective ◽  
Digital Transformation ◽  
Social Enterprises ◽  
Business Decisions ◽  
Social Media Networks ◽  
Customer Expectation ◽  
Time Interaction ◽  
The Impact

Nowadays most people remain connected via social media networks. This is a highly lucrative and expansive market for social enterprises to penetrate and evaluate the buying patterns of customers so that they can provide customized user experiences. Digital transformation provides countless advantages and options, including improved inventory management, detailed insights, enhanced real-time customer interaction, higher productivity, reliable forecasting, dependable business decisions, improved resourced allocation, and real time interaction with customers. This sort of technology and innovation, when coupled with digital business, lends support to the digital transformation of a company, providing it with the requisite degree of competitive advantage. Digital transformation helps businesses meet the demands of the changing digital economy. Also with the help of digital transformation, companies are finally able to go paperless. So with lots of this social enterprises in Asia that use or participant in digital transformation it can help them to meet customer expectation soon, and digital transformation is cost effective when social enterprises profits, the community or the society profits.

Strategies to Predict E-Commerce Inventory and Order Planning

2021 ◽  
pp. 212-226
Author(s):  
Mohammad Anwar Rahman ◽  
Laura Casanovas
Keyword(s):  
Rapid Growth ◽  
Mathematical Structure ◽  
Electronic Market ◽  
Customer Expectation ◽  
Online Marketplace ◽  
Customer Order ◽  
Main Challenge ◽  
Proposed Model ◽  
Potential Demand ◽  
Demand Projection

This study examines the characteristics of a prediction model for businesses in the online marketplace by considering the market trend, prior sales and decision maker's preference on potential demand estimate. With the rapid growth of the electronic market, the main challenge for online sellers is the ability to analyze customer expectation, market data, and sales information to make the accurate procurement decision. The proposed model integrates a mathematical structure for a target season sale comprising upcoming demand projection by seller's internal team, data from past sales and the overall trend of seller's e-brand to determine the online customer demand. The study proposed a newsvendor model as a tool for sellers to make the instantaneous decision of ordering merchandise from the supplier when the quick response to the customer order is a priority for electronic market. Results of the study provide insights into the procurement dynamics and implications of the e-commerce inventory plan.

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