scholarly journals Service Customer Loyalty: An Evaluation Based on Loyalty Factors

2020 ◽  
Vol 12 (6) ◽  
pp. 2260
Author(s):  
Neringa Vilkaite-Vaitone ◽  
Ilona Skackauskiene
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Service Provider ◽  
Customer Behavior ◽  
Empirical Testing ◽  
Single Measure ◽  
Suggested Approach ◽  
The Impact ◽  
Insight Into ◽  
Over Time

This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customers move across different loyalty phases over time. The results of the empirical testing confirmed the practical applicability of the suggested approach for evaluating customer loyalty based on these factors. An innovative approach to the evaluation of customer loyalty is essential for marketers because it will help them to evaluate loyalty in cases where data about customer behavior are not collected. The findings of the research contribute to a better understanding of which factors are a viable basis for increasing customer loyalty, specifically in the catering and beauty markets, and offer guidance to marketing managers on how to shift customers to more desirable loyalty phases.

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

scholarly journals SISTEM CUSTOMER SERVICE PT KERETA API INDONESIA (PERSERO) BERBASIS CHATBOT MENGGUNAKAN KOMPUTASI BAHASA

2021 ◽  
Vol 5 (1) ◽  
pp. 37-41
Author(s):  
Nia Shafira ◽  
◽  
Etin Martiana ◽  
Rengga Asmara
Keyword(s):  
Human Resources ◽  
Natural Language ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Provider ◽  
Language Modeling ◽  
Service Performance ◽  
Service Workers ◽  
New Approach ◽  
Automatic Information

As the main train service provider company in Indonesia, PT Kereta Api Indonesia (PT KAI) has many customers who need information. In order to maintain customer loyalty, PT KAI must respond quickly and be adaptive to technology to provide the best service to customers. Limited human resources make PT KAI unable to serve customers simultaneously, so customers often have to wait for a response. In order to provide the best service, automatic messages are needed in order to help customer service performance respond quickly and at the same time with no cost, access anytime and anywhere. This study proposes a new approach with chatbots as a medium for conveying automatic information quickly and simultaneously. This chatbot is made with a computational language that focuses on natural language modeling and cosine similarity as a method for calculating the proximity of inputs and databases. This research can help PT KAI's customer service workers to answer customer needs automatically.

Exploring Carers’ Experiences and Perceptions of Special Guardianship Orders (SGOs) over Time, from the Point of Applying to Now

2020 ◽  
Author(s):  
Katie Woodward ◽  
Yvonne Melia ◽  
Helen Combes
Keyword(s):  
Factor Analysis ◽  
Q Methodology ◽  
Legal Responsibility ◽  
Similarities And Differences ◽  
Birth Family ◽  
The Impact ◽  
Levels Of Support ◽  
Insight Into ◽  
Over Time

Abstract In 2005, Special Guardianship Orders (SGOs) came into law in England enabling carers to take full legal responsibility for all aspects of a child’s care, and to therefore provide a foundation to build a life-long permanent relationship. To date, little research has been carried out with a particular emphasis on SGOs, and the impact that they have. Q-Methodology explored carers’ experiences and perceptions of SGOs over time, from the point at which carers applied for the SGO until now. Ten participants each completed three Q-Sorts by way of sorting 47 statements. Seven factors emerged from the Factor Analysis but only five were found to be significant (Eigenvalues above 1.0). The factors reflected variance in Special Guardian’s perceptions of preparation for and understanding of their role, role reward, obligation to take on the role, levels of support, relationship with the birth family and their bond with the child(ren) in their care. This study provides an insight into the experiences of carers-granted SGOs. The similarities and differences in these viewpoints are discussed. The findings suggest that more time and preparation is needed to ensure that carers are better prepared to manage any difficulties that may arise.

scholarly journals After-Sales Services and Consumers’ Perception of Quality: A Study of Refrigerator Users (Consumers) in South East Nigeria

2013 ◽  
Vol 1 (2) ◽  
pp. 56 ◽  
Author(s):  
A. E. NDU OKO ◽  
Onuoha A. Onuoha
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Profit Maximization ◽  
Study Data ◽  
High Turnover ◽  
Free Products ◽  
For Profit ◽  
Perception Of Quality ◽  
The Impact

Even well designed, defect-free products can fail if they do not fit consumers’ perceptions of high quality or if appropriate follow-up service is unavailable. Poor however is that some products that command high customer favourable perception with high turnover do not always turn out to be profitable. The objective of the study, therefore, is to ascertain the impact of after-sales services on consumers’ perception of quality and corporate turnover and profitability. One hundred and twenty (120) consumer and vendor (manufacturers) respondents from each of the major commercial cities of the five (5) states of South East Nigeria were conveniently selected for study. Data generated from the respondents using a set of questionnaire, were analyzed using statistical tools. The results showed, among others, that after-sales services impact positively on consumers’ perception of quality loyalty, however little on turnover and corporate profitability. Based on the findings of the study, the research concludes that there is still room for growth in after sales services and customer loyalty management as many marketers and product managers, especially in household appliances market, have not fully grasped and made use of the whole potential of after-sales service and the strategic importance of the management of customer loyalty for corporate profitability given the inputs of after sales services. The research thus, recommends, among others, that firms should ensure that customer service is an integral part of the product offering, to be subjected to the same quality standards as the production process, adopt good pricing strategy and monitor customer behaviour for profit maximization among others.

scholarly journals Of Mice and (Wo)Men: Tampons, Menstruation, and Testing

2020 ◽  
pp. 673-686
Author(s):  
Sharra L. Vostral
Keyword(s):  
Material Science ◽  
Social Power ◽  
Well Being ◽  
Women's Bodies ◽  
Cultural Conditions ◽  
Bodily Experiences ◽  
The Impact ◽  
Insight Into ◽  
Over Time

Abstract Vostral provides much-needed insight into the link between women’s bodily experiences with tampons and twentieth-century developments in material science, corporate research, and gynecological observations about menstrual cycles. She examines how design modifications to tampons, changes in material composition, and the cultivation of women test subjects exposed scientific assumptions, ideas about safety, and attitudes concerning gendered and menstruating bodies. Focusing on the practical work of tampon testing, Vostral examines the impact of broad cultural conditions: prevailing ideas about women’s bodies, gender differences, and the role of science and medicine in optimizing well-being. Finally, she shows how patterns of social power and privilege configured this research, with evidence taking different forms over time.

scholarly journals Tracking the Evolution of Customer Purchase Behavior Segmentation via a Fragmentation-Coagulation Process

2017 ◽  
Author(s):  
Ling Luo ◽  
Bin Li ◽  
Irena Koprinska ◽  
Shlomo Berkovsky ◽  
Fang Chen
Keyword(s):  
Customer Segmentation ◽  
Customer Behavior ◽  
Behavior Modeling ◽  
Purchase Behavior ◽  
Coagulation Process ◽  
Purchase Rate ◽  
Promotion Campaigns ◽  
The Impact ◽  
Over Time

Customer behavior modeling is important for businesses in order to understand, attract and retain customers. It is critical that the models are able to track the dynamics of customer behavior over time. We propose FC-CSM, a Customer Segmentation Model based on a Fragmentation-Coagulation process, which can track the evolution of customer segmentation, including the splitting and merging of customer groups. We conduct a case study using transaction data from a major Australian supermarket chain, where we: 1) show that our model achieves high fitness of purchase rate, outperforming models using mixture of Poisson processes; 2) compare the impact of promotions on customers for different products; and 3) track how customer groups evolve over time and how individual customers shift across groups. Our model provides valuable information to stakeholders about the different types of customers, how they change purchase behavior, and which customers are more receptive to promotion campaigns.

scholarly journals A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt

2018 ◽  
Vol 10 (1) ◽  
pp. 136 ◽  
Author(s):  
Eman Abdelhamid Hasnin
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Customer Value ◽  
Customer Engagement ◽  
Suggested Approach ◽  
Mediating Role ◽  
Statistical Analysis Method ◽  
The Relationship

Purpose: The focus of this paper is providing a suggested approach to the nature of the relationship between the customer engagement and customer loyalty through the mediation role of the customer value.Methodology/approach: Through its selection of commercial banks in Egypt and the use of statistical analysis method SPSS.11. The data was analyzed using the AMOS pathway analysis to identify the nature of the relationships between variables.Findings: An artistic approach to understanding develop a model of the the relationship between customer value and customer loyalty within a mediating role of customer engagement in some commercial banks in Egypt. The research found that CE and CL improve the ability to building more effective customer service.

The Impact of Academic Stress on Students' Performance

2018 ◽  
pp. 128-153
Author(s):  
Corina Iurea ◽  
Cristina Georgiana Safta
Keyword(s):  
Independent Living ◽  
Academic Stress ◽  
Academic Education ◽  
Personal Opinion ◽  
The World ◽  
The Impact ◽  
Modern Era ◽  
Assessment Of Stress ◽  
Insight Into ◽  
Over Time

Studies conducted in recent years throughout the world have shown that people are growingly more exposed to stress, its level increasing dramatically over time. Thus, stress has been identified as one of the major scourges of our modern era. It seems that not only adults but also children are affected; pupils and students are also experiencing stressful life situations that can be harmful to their overall condition and health. The transition from pre-academic to academic education, the need to adapt to independent living, to gain insight into new social networks, to comply with high academic requirements constitute potential stressors that may affect the performance of students. Considering all these issues a comprehensive assessment of stress is required, from the perspective of the authors in the field, from analyzing the views of students in the research group and from formulating a personal opinion which can support the effort to reduce stress using coping strategies so that the academic environment to become a pleasant place for students.

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