scholarly journals Integration of Artificial Intelligence Technology Towards E-Services Among Online Clothing Websites

2019 ◽  
Vol 9 (2) ◽  
pp. 1562-1567
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Tamil Nadu ◽  
Customer Relationship ◽  
Snowball Sampling ◽  
Customer Experience Management ◽  
Intelligence Services ◽  
Artificial Intelligence Technology ◽  
Tamil Nadu State

Online Apparel Industry is one of the growing industries among many other online markets. The industry is moving towards a major technological shift due to new and innovative tools such as Artificial Intelligence (AI), Virtual Reality (VR) and Augmented Reality (AR). Customer Experience Management is highly influenced by gaining customer satisfaction via integrated AI technology for providing efficient customer service. This study emphasizes the intervention of AI technology with online clothing websites such as Jabong and Myntra. The findings explore that Customer Relationship Management (CRM) Services, Personalization services, Visual Assistance and Fit Intelligence Services are enhanced from AI tools that lead to Customer Satisfaction and Customer Retention. The research utilized non-probability Judgmental Sampling and snowball sampling where the respondents belong to Tamil Nadu State and were genuine online customers who purchase clothes from online clothing websites

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

MIS Quarterly ◽  
2021 ◽  
Vol 45 (2) ◽  
pp. 719-754
Author(s):  
Liwei Chen ◽  
J. J. Po-An Hsieh ◽  
Arun Rai ◽  
Sean Xin Xu
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
User Satisfaction ◽  
Critical Role ◽  
Customer Relationship ◽  
Service Firms ◽  
Face To Face ◽  
Virtual Channels ◽  
Service Channels ◽  
Expectation Confirmation

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

2021 ◽  
Vol 56 (2) ◽  
pp. 430-442
Author(s):  
Chayanan Kerdpitak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Business Performance ◽  
Primary Objective ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Research Approach ◽  
Customer Data ◽  
North Eastern

A combination of strategies, practices, and technologies to analyze and manage customer data and interaction throughout the customer lifecycle by the organizations is known as customer relationship management (CRM). The primary objective of CRM is to enhance customer retention, increase customer service relationships, and boost sales growth. According to the current study, CRM strategy, or the organizations involved in the rice business, directly impact customer satisfaction and business performance, particularly in North Eastern Thailand. CRM strategies, such as sales, feedback, marketing, and support, positively impact customer satisfaction and business performance. Hence, this research was carried out to investigate a fundamental factor influencing the business performance of rice production in the northeast of Thailand. The conceptual framework was developed from the competitive advantage theory of business organizations and other contemporaneous research in rice business performance. Accordingly, the study considered the importance of sales, marketing, support, feedback, and customer satisfaction employing a quantitative research approach. A questionnaire was used for data collection from 420 managers of the rice business of community enterprises in Northeastern Thailand. Finally, data were analyzed using structural equation modeling (SEM) to examine the actual rice business performance of the organizations studied through all operational links in the CRM. It is concluded that increased sales, feedback, marketing, and sales increase customer satisfaction and the concerned organizations’ business performance. The current study is an excellent contribution for the practitioners to improve their business performance.

scholarly journals Perancangan Dan Pengembangan CRM Di Tingkat Universitas Dalam Menghadapi Globalisasi Di Indonesia

2018 ◽  
Vol 3 (2) ◽  
pp. 323
Author(s):  
Indra Gamayanto ◽  
Fajrian Nun Adnan ◽  
Devi Ajeng Efrilianda ◽  
Achmad Wahid Kurniawan ◽  
Rizka Nugraha
Keyword(s):  
Customer Satisfaction ◽  
Organizational Structure ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Management ◽  
Customer Relationship ◽  
Strategic Marketing ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Customer relationship management merupakan sebuah cabang ilmu yang sangat penting di dalam dunia pendidikan. Oleh sebab itu, penerapakan CRM dapat dilakukan di tingkat universitas. Universitas membutuhkan sebuah pelayanan yang efektif dan efesien, tetapi tidak hanya berhenti sampai di dua hal tersebut. Universitas membutuhkan pelayanan yang berkualitas tinggi, salah satunya adalah bagaimana cara kita membina hubungan dengan seluruh pihak di dalam lingkungan universitas. Di dalam jurnal ini, dengan mengacu kepada dua jurnal penting, yaitu “Customer Satisfaction Index – as a Base for Strategic Marketing Management” (Karolina Ilieska) & “Organizational Structure: Mintzberg’s Framework” (Fred C. Lunenburg), yang merupakan dasar dari jurnal ini. Kedua jurnal ini dikembangkan, sehingga pada akhirnya tercipta CSU (Customer Service University) Framework, yang merupakan sebuah sistem untuk dapat meningkatkan pelayanan di semua sisi di dalam universitas ini. Jurnal ini akan menjelaskan bagaimana CSU dapat diterapkan terutama dalam pribadi setiap dosen dan mahasiswa, sehingga akan tercipta kesempurnaan dalam pelayanan dan hubungan antara dosen dan mahasiswa. Hasil akhir dari CSU dan jurnal ini adalah meningkatnya sistem pelayanan kepada dosen dan mahasiswa; meningkatnya integritas di lingkungan kampus, dan terjadinya kenyamaman kualitas tinggi di seluruh lingkungan universitas- hubungan yang stabil antar pihak serta sistem dapat sungguh-sungguh berjalan secara efektif dan efesien. Keywords : Pelayanan Konsumen, Universitas, Definisi Konsumen, Metode Kepercayaan ABCD, HSOVA

ANTESEDEN KEPUASAN KONSUMEN PADA SUPERMARKET BAHAN BANGUNAN MITRA 10, SIDOARJO

2019 ◽  
Vol 5 (02) ◽  
Author(s):  
Eva Desembrianita ◽  
Noneng R Sukatmadiredja
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Survey Research ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Consumer Satisfaction ◽  
Relationship Management ◽  
Service Innovation ◽  
Customer Relationship ◽  
Independent Variables

This research was conducted to analyzed the effect of independent variables consisting of serviceinnovation, customer service and customer relationship management on the variables of customersatisfaction. This research is a survey research by distributing questionnaires with a nonprobabilitysampling design, to 96 respondents / consumers of Mitra 10, Sidoarjo. Data analysistechnique uses multiple linear regression. The results showed that Fcount of 72.595 was greaterthan Ftable (72.595> 2.699). The t test on each variable gives the results of service innovation hasa significant effect on consumer satisfaction because t table is 1,984, the value of t count in X1 is5.614 (t count> t table). Customer service has a significant effect on consumer satisfaction becausethe tcount value at X2 is 2.834 (t count> t table). Customer Relationship Management (CRM) has asignificant effect on consumer satisfaction because thitung in X3 is 3.817 (thitung> t table). ServiceInnovation variables have an effect of 18.4% on customer satisfaction, while Customer Service is4.9% and Customer Relationship Management (CRM) is 9.5%. Of the three, service innovation isthe dominant variable influencing consumer satisfactionKeywords: Service Innovation, Customer Service, Customer relationship Management,Customer Satisfaction

scholarly journals Satisfaction Determinants of Airlines Industry in Malaysia

2020 ◽  
Vol 15 (2) ◽  
pp. 87-100
Author(s):  
Mohd Remie Mohd Johan ◽  
Nusyamilah Annuar ◽  
Jechonias Sushant Joseph ◽  
Sonika Kalai Kumar
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Contribution ◽  
Selection Of

This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia to suit their itinerary due to the failure in rectifying the inability in providing convenience towards their customers. The results found that service quality, price, reliability (timeliness) and customer relationship management has a significant and positive contribution towards passenger selection of a full-service carrier in Malaysia.

scholarly journals The use of expert review in component development for customer satisfaction towards e-hailing

2020 ◽  
Vol 17 (1) ◽  
pp. 347
Author(s):  
Nur Athirah Nabila Mohd Idros ◽  
Hazura Mohamed ◽  
Ruzzakiah Jenal
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Modern Society ◽  
Customer Relationship ◽  
Evaluation Procedure ◽  
Transportation Services ◽  
Expert Review ◽  
Transportation Service ◽  
Component Development ◽  
Definition Of

The emergence of e-hailing apps has increased the demand of customers because online transportation service is very convenient in this modern society. As e-hailing provides an online platform for booking a ride, this apps also functions to connect the customer and driver, while at the same time allowing the customers to interact with customer service that company has provided to keep track of the satisfaction. Competition among e-hailing companies has increased since customers nowadays are very influential and knowledgeable in terms of choosing any transportation services that they want. The purpose of this study is to identify customer satisfaction towards e-hailing by embedding value co-creation model. Value co-creation is one of the concepts in Service Science that has been proved to increase customer satisfaction. Value co-creation is focused on company-customer interaction that helps in maintaining a good customer relationship and improve the company’s performance. Expert identification and evaluation procedure are used as a technique to adapt the definition of value co-creation model towards e-hailing. Then, the other factor from previous studies will be proposed as a component to be listed under value co-creation model and reviewed by an expert.

Enhancing Customer Service Using Chatbot Application Through Artificial Intelligence

2020 ◽  
Vol 17 (4) ◽  
pp. 1633-1637
Author(s):  
M. Prabu ◽  
T. Sai Tarun ◽  
A. Shereef Naina Mohamed ◽  
A. Vijay
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Service Sector ◽  
Customer Relationship ◽  
Customer Interaction ◽  
Customer Services

In every service based or product based company customer services is considered to be an important sector to maintain customer relationship. This sector also consumes a lot of resources from the company both labor wise and money wise. In this sector the usage of resources are high due to the demand in the sector, A good company is defined how good is their customer service, Today most of the companies lack a good customer interaction, Hence to ease this process of customer services in this paper we propose to use A.I chatbot in the customer service sector. The result will be faster and more optimal customer service solutions.

ANTESEDEN KEPUASAN KONSUMEN PADA SUPERMARKET BAHAN BANGUNAN MITRA 10, SIDOARJO

2019 ◽  
Vol 5 (02) ◽  
Author(s):  
Eva Desembrianita ◽  
Noneng R Sukatmadiredja
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Survey Research ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Consumer Satisfaction ◽  
Relationship Management ◽  
Service Innovation ◽  
Customer Relationship ◽  
Independent Variables

This research was conducted to analyzed the effect of independent variables consisting of serviceinnovation, customer service and customer relationship management on the variables of customersatisfaction. This research is a survey research by distributing questionnaires with a nonprobabilitysampling design, to 96 respondents / consumers of Mitra 10, Sidoarjo. Data analysistechnique uses multiple linear regression. The results showed that Fcount of 72.595 was greaterthan Ftable (72.595> 2.699). The t test on each variable gives the results of service innovation hasa significant effect on consumer satisfaction because t table is 1,984, the value of t count in X1 is5.614 (t count> t table). Customer service has a significant effect on consumer satisfaction becausethe tcount value at X2 is 2.834 (t count> t table). Customer Relationship Management (CRM) has asignificant effect on consumer satisfaction because thitung in X3 is 3.817 (thitung> t table). ServiceInnovation variables have an effect of 18.4% on customer satisfaction, while Customer Service is4.9% and Customer Relationship Management (CRM) is 9.5%. Of the three, service innovation isthe dominant variable influencing consumer satisfactionKeywords: Service Innovation, Customer Service, Customer relationship Management,Customer Satisfaction

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