DEVELOPING ORDER AND CUSTOM PRODUCTION INFORMATION SYSTEM WITH ORDER TRACKING SYSTEM IN BATIK BALQIS COLLECTION

<em><span lang="EN-US">Batik Balqis Collection is a boutique and batik producer that most of the goods are self-produced. In conducting their business, Batik Balqis Collection provides services in the form of custom orders that are still carried out manually, so it is difficult to describe the details of the order design and inaccuracies in calculating the cost of goods manufactured for each order. This research aims to design and develop order and custom production information systems with tracking information for Batik Balqis Collection customers. The method used to develop the system is the Prototype method. The prototype method phase consists of initial requirement, design, prototyping, customer evaluation, review and update, system development, and system implementation. Data collection methods used are interviews and observation. The system's outputs are purchase report, order report, material inventory report, work in process inventory report, finished good inventory report, and cost of goods manufactured report. By implementing this system, users are expected to run their business processes more efficiently.</span></em>

Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth

Customer complaint or customer voice has been recognized as a key response to service failure that activates service recovery. This study aims at investigating how managing customer voice affects service recovery evaluation. Building on the concept of initiation, this study conceptualizes three conditions of service recovery, namely, service recovery based on customer-initiated voice, service recovery based on firm-initiated voice, and service recovery based on no voice. Using an experimental design, the present study investigates how customer evaluations of service recovery vary across voice initiation conditions. The multivariate analysis of covariance (MANCOVA) reveals that firm-initiated voice, compared with customer-initiated voice, elevates customer perceived justice and satisfaction while diminishing negative word-of-mouth intention. The research findings emphasize the necessity to activate customer’s voice following a service encounter so that service failure can be identified and addressed, which helps in improving customer evaluation of service recovery attempts.

Conducting a Pricing Transactional Assessment, Integrating Cluster and Segments Analyses, To Leverage the Customer Profitability

The profitability set per customer of a given organization implies several challenges, from the calculation of the net pricing to the development of a cost allocation system within the company's main processes. Thus, the work proposed aims at exploring the potential of a customer evaluation methodology, using pricing techniques as a supporting tool, where the analysis of customer clusters will be done. We aim to identify profitability patterns, according to the customer's supply chain role, the dimension and the potential of the business, the types of transactions frame that are established, as well as the relative effects of each cluster own characteristics in the overall business relationship. After developing the methodology, the customer profitability analysis will be performed and recommendations will be set, highlighting and quantifying the possible improvements in the contribution. The use of leveraging techniques by the average and sensitivity analysis will support the recommendations. These insights will drive the companies in their pricing decisions also as shifting their focus towards attracting and retaining the customers from the more profitable clusters.

The Use of Pricing Tools to Leverage the Business Partners’ Profitability

The profitability set per customer of a given organization implies several challenges, from the calculation of the net pricing to the development of a cost allocation system within the company's processes. Thus, the work proposed aims at exploring the potential of a customer evaluation methodology, using pricing techniques as a supporting tool, where the analysis of the customer clusters profitability will be done, in order to identify profitability patterns, according to the characteristics of the relationship between the customer and the company, including the customer's supply chain role, the dimension and the potential of the business under study, the types of business relationships that are established, as well as the relative effects of each cluster own characteristics in the overall business relationship. After developing the methodology, the customer profitability will be analyzed and recommendations will be set, highlighting and quantifying the possible improvements in the contribution, under leveraging techniques by the average and sensitivity analysis simulations. These insights will support the companies in their pricing decisions also as shifting their focus towards attracting and retaining the customers from the more profitable clusters.

ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)

This study applied the SERVQUAL scale of Parasuraman et al. and the scale of previous research models to measure the quality of Saigon - Hanoi Commercial Joint-Stock Bank. The study used Cronbach’s Alpha reliability test method and exploratory factor analysis (EFA) to verify and evaluate the scale conducted with a sample size of n = 215 respondents are customers who use the services of the bank. The research results serve as a basis for Saigon - Hanoi Commercial Joint-Stock Bank to know the factors of service quality that affect satisfaction, the relationship between service quality and satisfaction, level of customer evaluation of these factors, from which an appropriate strategy is carried out to improve customer satisfaction in the future.

Effect of service quality assessment on perception of TOP hotels in terms of sentiment polarity in the Visegrad group countries

Research background: In the developed countries, the services sector, which also includes the accommodation services, is a significant source of the gross national product. Tourism can be perceived as an important determinant of countries' economies, so attention paid to the needs of clients is at least necessary and beneficial. Purpose of the article: The aim of the study is to assess the quality of services provided and the perception of the hotel from the point of view of the accommodated clients. This objective was fulfilled by determining the effect of selected indicators of perception of the quality of provided services (location, personnel evaluation, cleanliness, equipment, comfort, price/quality ratio of provided services, free Wi-Fi connection) on the indicator determining the perception of the hotel (polarity of sentiment). Methods: In the analysis of the above, 22,000 text-reviews of 117 five-star hotels of the Visegrad Group countries were evaluated. The hotel reviews were obtained from Tripadvisor.com and indicator rankings from Booking.com. The analysis made use of the regression analysis methods ? influence (regulatory models ? Ridge, Lasso, Elastic net, and multiple linear regression ? OLS). Findings & Value added: It has been found out that hotel equipment and cleanliness have the greatest effect on the polarity of sentiment. As could be expected, the trend has an upward tendency ? that is, as quality increases, so does the sentiment polarity ? the perception of hotel facilities. Overall, the analysed sentiment variables can be considered positive, as was confirmed by the positive coefficients of the coherence analysis (Spearman-?; Pearson-r), as well as the upward trend in the predictions under the regression analysis. Hotels should be strategically customer-oriented and, as the analyses show, pay the greatest attention to equipment and cleanliness. The services of accommodation facilities are dominant in terms of satisfaction with the destination in general, so in the long run, they should be given due attention. These findings are particularly beneficial for hotel services provided in the Visegrad Group countries, as no research studies have yet been carried out on customer evaluation of the quality of accommodation facilities using the presented methods.