scholarly journals Competency Analysis Customer Service Communication In Keeping Customer Loyalty

2021 ◽  
Vol 2 (1) ◽  
pp. 70-80
Author(s):  
Arif Gunawan ◽  
Yanto Yanto ◽  
Fera Indasari
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Complete Information ◽  
Research Problem ◽  
Clear Picture ◽  
Information And Communication ◽  
Clear Information

In the development of information and communication PT Telkom always improves service to customers, therefore Customer Service always gives the best to maintain customer loyalty therefore this research, discussing the competence of customer service communication in maintaining customer loyalty in PT products. Telkom Indonesia branch of Bengkulu City.  The purpose of this research is to know and analyze the competence of Customer Service communication in maintaining customer loyalty in achieving the results. The method used in this study is descriptive skin to give a clear picture of the research problem. aspects guided by murphy and hildebrandt theory (1991) namely in communication there are seven aspects including Completeness, concisenes, Concretness, consideration, clarity, Courtesy, and corretness in this study the author only took four aspects including Completeness, Concisiness, Concretness, and Courtesy. The reason is because in the four aspects it can already represent the whole. The results of research in the field showed that completeness or completeness of information provided by customer service has been implemented well, customer service leaders have also conducted monitoring of customer service in providing complete information in the concisiness admin customer service has been well directed to provide clear information to customers on aspects of customer service admin concretness has also carried out the delivery of information in accordance with procedures so that customers can receive information provided by customer service. Courtesy has been implemented well as conveyed by the head of customer service that serving customers must be friendly, polite and polite and manners so that customers feel comfortable when doing activities related to PT Telkom products.

Transportation management in distributed enterprises

1999 ◽  
Vol 18 (3-4) ◽  
pp. 203-212
Author(s):  
Geir Hasle
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Management Practices ◽  
Driving Forces ◽  
Software Tool ◽  
Transportation Management ◽  
Conflicting Objectives ◽  
Information And Communication ◽  
Transportation Logistics ◽  
Distributed Enterprises

The recent trend towards globalisation, with a tendency towards geographical distribution of manufacturing in distributed enterprises, has generally increased the complexity of transportation management. Other driving forces towards higher complexity in transportation logistics are the implementation of Just-In-Time principles, the explosion of Internet trade (including home shopping), a strengthening of environmental concerns, and the implementation of new legislation. Moreover, there is higher emphasis on customer service, timeliness, reactivity, and efficiency in the transportation function. We may safely conclude that there is a need for highly optimised transportation management practices at the strategic, tactical and operational control levels. Today, lack of planning and co-ordination is the cause of excess travel for commercial vehicles, with detrimental effects on economy and the environment. In distributed enterprises, these tasks (if supported at all) typically use isolated IT tools that cannot address the full problem, fail to address important constraints, cannot balance partially conflicting objectives, do not react to dynamics, and, cannot interact with the user in a timely and meaningful way. Recent advances in Information and Communication Technologies have enabled us to remedy these shortcomings. As a point in case, the GreenTrip Esprit project has developed a rapidly re-configurable, generic software tool for optimised transportation management. With GreenTrip as an illustration, this paper will describe state-of-the-art decision-support tools in transportation logistics, their underpinning technologies, and their possible impacts on business.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

scholarly journals Inovasi Produk terhadap Keputusan Pembelian dan dampaknya terhadap loyalitas pelanggan : Studi Pengguna Mobil Toyota Calya di Kota Bogor dan Bekasi

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Anugerah Dachi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Structural Equation ◽  
Sampling Technique ◽  
Research Problem ◽  
Equation Modeling ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
Made In

Abstract The formulation of the research problem is whether product innovation effects purchase decisions, whether product innovation and purchase decisions affect customer loyalty. This study aims to examine the effect of product innovation on the purchase decision of Toyota Calya, and examines the effect of product innovation and purchasing decisions on customer loyalty. The population is the Toyota Calya’s customers in Bogor and Bekasi. The population is not known with certainty, therefore the sampling technique is done by accidental sampling technique in determining the number of samples. A total of 203 questionnaires were collected. Therefore, the sample in this study was 203 respondents. The data analysis method is Structural Equation Modeling. The results showed a significant influence on product innovation on purchasing decisions. Product innovation and purchasing decision also significantly influence customer loyalty. Purchasing decisions significantly mediate the effect of product innovation on customer loyalty. Innovations must still be made in order to maintain the loyalty of Toyota Calya car users in Bogor and Bekasi. Keywords: Product innovation, purchasing decisions, and loyalty AbstrakRumusan masalah penelitian ini adalah apakah inovasi produk mempengaruhi keputusan pembelian,  dan apakah inovasi produk dan keputusan pembelian mempengaruhi loyalitas pelanggan. Penelitian ini bertujuan untuk menguji dan mengetahui pengaruh inovasi produk terhadap keputusan pembelian toyota Calya, dan menguji pengaruh inovasi produk dan keputusan pembelian terhadap loyalitas pelanggan. Populasi penelitian adalah pengguna mobil merek Toyota Calya di Kota Bogor dan Bekasi. Populasi tidak diketahui secara pasti,oleh karena itu teknik pengambilan sampel dilakukan dengan teknik accidental sampling dalam menentukan jumlah sampel. Kuisioner yang berhasil dikumpulkan sebanyak 203 kuisioner. Oleh karena itu, sampel dalam penelitian ini adalah berjumlah sebanyak 203 responden. Metode analisis data yang dipergunakan adalah Structural Equation Modeling.  Hasil penelitian menunjukkan adanya pengaruh secara signfikan inovasi produk dengan keputusan pembelian. Variabel Inovasi produk dan keputusan pembelian juga secara signifikan mempengaruhi  loyalitas pelanggan. Keputusan pembelian secara signifikan memediasi pengaruh inovasi produk terhadap loyalitas pelanggan. Inovasi harus tetap dilakukan demi untuk mempertahankan loyalitas pengguna mobil Toyota Calya di Kota Bogor dan Bekasi.

scholarly journals Perancangan Komunikasi Visual Desain Website “Muggle Division” Menggunakan Kaidah UI & UX

2020 ◽  
Vol 4 (1) ◽  
pp. 567-577
Author(s):  
Gilang Endra Prastowo ◽  
Dian Prajarini
Keyword(s):  
Social Media ◽  
Customer Service ◽  
User Experience ◽  
Payment System ◽  
Self Service ◽  
Clear Information

"Muggle Division" is engaged in convection production services,founded 5 years ago, so far using Instagram promotion media.However, when social media cannot provide clear and completeinformation, problems arise such as when consumers are about toorder and have to wait for customer service to respond for quite along time. Therefore we need media to answer these obstacles,namely the website, to provide more complete, clear information andorder input services without having to wait for customer serviceresponses. This study aims to design a "Muggle Division" websiteequipped with a self-service order feature. The user experiencedesign method used is the five planes user experience elementsmethod followed by writing HTML, CSS, and Javascript tags. Theresult of the design is a "Muggle Division" website with UI and UXrules. The use of UI methods includes color, layout, typography,whitespace, icons, and animation. The use of the UX method is in thestep by the step payment system and page login which provides theoption of page register for visitors who are not yet a member of the"Muggle Division".

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.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

Cryptocurrency and its Impacts

2021 ◽  
Vol 9 (8) ◽  
pp. 1507-1511
Author(s):  
Dishita Khandelia
Keyword(s):  
Information And Communication Technologies ◽  
Social System ◽  
Communication Technologies ◽  
Clear Picture ◽  
Rapid Changes ◽  
New Business ◽  
Information And Communication ◽  
Digital Money

Abstract: The development of information and communication technologies has undergone rapid changes because of which many activities are integrated online and have become more pliable and effectual. With the tremendous growth of online user’s, the concept of virtual word has been activated and have generated a new business occurrence to assist the monetary activities such as purchasing, trading and selling of cryptocurrency. Cryptocurrency constitutes precious and impalpable items that are to be electronically used in various implementations and system such as digital social system and digital worlds. This paper enlightens the readers on how cryptocurrency is functioned. It also lets the readers gain confidence in dealing with cryptocurrency by informing them that the use of such kind of digital money is not entirely authorized. Anyway, this paper aims in guiding the readers about the escalation of cryptocurrency to view it more vividly and practically. This paper also analyses ways of regulations & legislations towards cryptocurrencies and other things like merits, demerits, and criticisms attached to it so that a clear picture can be developed of its impact on various laws to regulate.

Digital Transformation and Industry 4.0

2021 ◽  
pp. 1-17
Author(s):  
Hanaa Abdulraheem Yamani ◽  
Waleed Tageldin Elsigini
Keyword(s):  
Customer Service ◽  
Industry 4.0 ◽  
Industrial Revolution ◽  
Digital Transformation ◽  
Fourth Industrial Revolution ◽  
Industrial Companies ◽  
The Future ◽  
Information And Communication ◽  
Definition Of

The current era is witnessing many changes on various levels. The information and communication revolutions are considered one of the important changes which has cast a shadow over how different institutions in society work via the phenomenon of digitization. As some of the most important institutions of society, industrial companies have been responding to this phenomenon of digital transformation to improve products and customer service while achieving a significant profitable return. This response by these institutions to the digital transformation has resulted in the emergence of the so-called fourth industrial revolution. In this context, this chapter reviews the definition of digital transformation as well as its dimensions, benefits, and obstacles. It also comments on the future of digital transformation and its relationship with industry. Ultimately it presents the fourth industrial revolution in terms of its definition, history, criteria, benefits, and the challenges it faces moving into the future.

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.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document