Examination of aspects of pro-consumer refund system

PurposePro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.Design/methodology/approachAn electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).FindingsThe results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.Originality/valueA detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

Marketing technologies of customer relationship management: digital ecosystems

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted.

Rear boot swing door closing effort: Calculations, objective and subjective evaluations in an LCV model

The prediction model for the energy contributors is studied to define the effect of door components. The model is validated by experimental measurements on produced vehicles. The correlation of the control results and the evaluation methods among the representative customers, appraisers and senior experts are performed and compared by objective energy measurements. The subjective evaluation aims to clarify real customer expectations in door closing process and carry it to new product development phase. This will also improve the competency of appraisers in final assembly approval zones. The energy contributors for boot swing door is numerically calculated and validated by experimental measurements in easy and hard-closing doors. Subjective evaluations in 45 vehicles with different closing energies were performed by three different groups as representative customers, appraisers, and senior experts. The results were evaluated by statistical tools. The major energy contributors were found as air binding, seal resistance and check strap both in the calculations and in the experiments. The results demonstrated good correlation between numerical model and objective measurements. Besides, the subjective evaluations showed parallel trends with objective energy measurements. The variation in customer evaluations is more than appraisers and experts. Customers are severer in the evaluations of hard-closing doors and more sensitive in 10° door closing angle. This is a unique study for rear boot swing door closing effort in an LCV model. The study contains both definitions of factors, components that contributes in door closing energy and subjective evaluations to correlate the closing behaviors of representative customers, appraisers, and senior experts. The output of the study would be used to improve the vehicle control plan (VCP) and design standards in new model development phase.

MANAJEMEN MUTU TERPADU DI PESANTREN

The purpose of this study is to find; planning, implementation, evaluation, follow-up, characteristics and impacts of quality standards on the application of integrated quality management in Pondok Pesantren Darussalam Blokagung and Pondok Pesantren Modern Al-Kautsar Banyuwangi. This study uses a qualitative approach to the data collection techniques used that are: observation, interviews and documentation. The data analysis technique uses interactive three models that are: data reduction, data presentation, conclusion drawing. The results of this research: first, the pattern of MMT application in pesantren is influenced by the typology of the education system used, but substantially has the same pattern of organizing, planning, implementing, monitoring and innovation. The pattern formed a cycle that repeated itself in the implementation of quality activities with the control of the person responsible for quality in collaboration with all stakeholders in the Islamic boarding school, especially the organizers of the managed educational activities; second, characteristics of MMT in pesantren that is focus on customers in providing satisfaction, total stakeholder involvement both internal and external in organizing quality activities, quality standards that are in line with customer desires, commitment of pesantren education service providers in supporting the improvement of quality culture, continuous improvement through improving quality standards in line with increasing customer expectations and innovation values ​​of the quality of the pesantren so that the public is increasingly in demand, prospective students and users, the integration of education and dual graduation is now increasingly in demand by the community; third the impact of implementing integrated quality management in pesantren is improvement of quality culture that triggers public appeal, to register their children in Islamic boarding schools and increasing number of students in pesantren, the increasing recognition of the quality (education) of pesantren in the community.

A Literature Review of Drone-Based Package Delivery Logistics Systems and Their Implementation Feasibility

In recent years, e-commerce businesses have seen an increase in the daily volume of packages to be delivered, as well as an increase in the number of particularly demanding customer expectations. In this respect, the delivery mechanism became prohibitively expensive, particularly for the final kilometer. To stay competitive and meet the increased demand, businesses began to look for innovative autonomous delivery options for the last mile, such as autonomous unmanned aerial vehicles/drones, which are a promising alternative for the logistics industry. Following the success of drones in surveillance and remote sensing, drone delivery systems have begun to emerge as a new solution to reduce delivery costs and delivery time. In the coming years, autonomous drone sharing systems will be an unavoidable logistical solution, especially with the new laws/recommendations introduced by the Flight World Organization on how to organize the operations of these special unmanned airline systems. This paper provides a comprehensive literature survey on a set of relevant research issues and highlights the representative solutions and concepts that have been proposed thus far in the design and modeling of the logistics of drone delivery systems, with the purpose of discussing the respective performance levels reached by the various suggested approaches. Furthermore, the paper also investigates the central problems to be addressed and briefly discusses and outlines a series of interesting new research avenues of relevance for drone-based package delivery systems.

The Influence of CSR Practices on Lebanese Banking Performance: The Mediating Effects of Customers’ Expectations

Corporate social responsibility (CSR) issues in developing markets have acquired a lot of attention. Organisations around the globe apply a diversified set of technologies to approaching customer expectations through banking performance. This study examines the impact of CSR on Lebanese banking performance. Primary data from questionnaires were used. A total of 1000 observations were collected using a 5-point Likert scale method adopted to formulate the items. The questionnaire was tested to assess its trustworthiness regarding data collection. Partial least square structural equation modelling (PLS-SEM) was used to test the hypothesis. The overall results demonstrated the significance of CSR in terms of meeting customers’ expectations and maintaining banking performance. All CSR dimensions demonstrated a positive impact on customer expectations and Lebanese banking performance. Moreover, customer expectations proved to be a mediator between CSR and banking performance, although there was partial mediation between CSR and banking performance.

Designing a Roadmap for Human Resource Management in the Banking 4.0

The banking sector has been going through a rapid transformation due to digitalization, regulatory requirements, customer expectations, and demographic trends. The purpose of this paper is to provide an advanced overview of the practical applications of human resource management (HRM) in Banking 4.0. This study used quantitative and qualitative methods to present the results of good practice form inventory and a Delphi study. The results of a European study show that human resource management practices such as reskilling, upskilling, and redeployment are a solution to mitigate challenges in the Banking 4.0 era. The HRM roadmap for banks will be a major guide to ensure effective workforce management.

Cyfrowa transformacja a outsourcing usług księgowych. Moda czy konieczność?

Nowadays new technologies are being used in accounting services and their presence is becoming much more visible than just few years ago. Due to digital transformation, there is an urgent need for changing approach in enterprises in that area. Thanks to new regulations and much higher customer expectations accounting offices were obliged to conduct digital transformation. Use of dogmatic-legal method has shown some connections between changes in regulations and various IT solutions becoming necessary in accounting. Result of this research indicates that digital transformation in accounting services not just a fad, but a necessity.

IMPLEMENTATION OF A QUALITY STRATEGY BASED ON CUSTOMER SATISFACTION ANALYSIS. CASE STUDY: HOTEL MARKET

The quality of services in hotel management is crucial for the development of brand value and the growth of the customer base. Every hotel should strive not only to improve the quality of services, but also to exceed customer expectations. Such a mentality is very beneficial especially for the field of hospitality management, where competition is constantly increasing.In light of this, a research was carried out, in order to evaluate the quality of services provided within the Alpin hotel unit so that the company can acknowledge customer dissatisfaction and implement the appropriate quality strategy towards positive outcomes