The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

ANALISIS AUDIT OPERASIONAL ATAS SISTEM AKUNTANSI RETURN/REFUND PENJUALAN SERTA PERANANNYA TERHADAP OMZET

Abstrak Penelitian ini membahas mengenai audit operasional pada PT. M 10 yang berlokasi di Kecamatan Alang-alang Lebar Tanjung Siapi-api Palembang. Fokus penelitian ini pada bagian customer service terkait dengan sistem akuntansi return/refund yang pada dasarnya aktivitas-aktivitas tersebut sering kali terjadi pada perusahaan-perusahaan retail seperti halnya PT. M 10. Tujuan penelitian ini adalah untuk mengetahui bagaimana audit operasional atas sistem akuntansi refund/return penjualan serta peranannya terhadap omset. Penelitian ini dilakukan tidak hanya untuk mengetahui apakah audit operasional atas sistem akuntansi return/refund penjualan memiliki peran terhadap omset tetapi juga untuk memberikan masukan kepada perusahaan dalam mencapai tujuan perusahaan dan menjaga kepuasan pelanggan. Perusahaan harus memberikan kenyamanan akan pelayanan terhadap pelanggan. Penelitian ini merupakan penelitian kualitatif. Data diperoleh dengan menggunakan teknik observasi , wawancara, dan dokumentasi. Data dianalisis dengan teknik yang disarankan oleh Miles dan Huberman, yaitu reduksi, display, dan kesimpulan. Hasil penelitian menunjukkan bahwa baik dari pihak customer internal maupun customer eksternal sama-sama menyatakan setuju jika audit operasional atas sistem akuntansi return/refund pada PT. M 10 Tanjung Siapi-api Palembang berpengaruh terhadap perkembangan omset perusahaan terlihat dari kinerja karyawan yang membaik dengan adanya kunjungan audit store dan kepuasan pelanggan yang didapati customer yang membuat kunjungan di store semakin ramai dan banyak yang melakukan transaksi. Abstract This study discusses the operational audit at PT. M 10 which is located in Alang-alang Lebar District, Tanjung Siapi-api, Palembang. The focus of this research is on the customer service department related to the return/refund accounting system which basically these activities often occur in retail companies such as PT. M 10. The purpose of this study is to find out how the operational audit of the sales refund/return accounting system and its role in turnover. This research was conducted not only to determine whether the operational audit of the sales return/refund accounting system has a role in turnover but also to provide input to the company in achieving company goals and maintaining customer satisfaction. Companies must provide convenience for service to customers. This research is qualitative research. The data were obtained by using observation, interview, and documentation techniques. The data were analyzed using the technique suggested by Miles and Huberman, namely reduction, display, and conclusion. The results of the study show that both internal and external customers both agree that the operational audit of the return/refund accounting system at PT. M 10 Tanjung Siapi-api Palembang affects the development of company turnover, as can be seen from the improved employee performance with store audit visits and customer satisfaction found by customers, which makes store visits more crowded and many make transactions.

The Retail Industry’s Impact of Artificial Intelligence Chatbots and Augmented-Reality Applications: An examination of trust and satisfaction of the Youth Vietnamese online shopping

As competition in the retail industry heats up, businesses are increasingly resorting to kinds of artificial intelligence (AI) to differentiate themselves. E-commerce firms are combining technologies such as AI chatbots and augmented reality applications (ARA), which have established themselves as prominent customer service solutions in the practitioner area. However, little is known about consumers’ views and participation with developing technologies when they are implemented in a retail setting. A theory-based study model was developed to elucidate the motivational factors required for effective decision-making in this environment. The proposed model was supported by empirical testing conducted as a field study.

A Predictive Maintenance System for Reverse Supply Chain Operations

Background: Reverse supply chains of machinery and equipment face significant challenges, and overcoming them is critical for effective customer service and sustainable operation. Maintenance and repair services, strongly associated with the reverse movement of equipment, are among the most demanding reverse supply chain operations. Equipment is scattered in various locations, and multiple suppliers are involved in its maintenance, making it challenging to manage the related reverse supply chain operations. Effective maintenance is essential for businesses-owners of the equipment, as reducing costs while improving service quality helps them gain a competitive advantage. Methods: To enhance reverse supply chain operations related to equipment maintenance, this paper presents the operational framework, the methodological approach, and the architecture for developing a system that covers the needs for predictive maintenance in the service supply chain. It is based on Industry 4.0 technologies, such as the Internet of things, machine learning, and cloud computing. Results: As a result of the successful implementation of the system, effective equipment maintenance and service supply chain management is achieved supporting the reverse supply chain. Conclusions: This will eventually lead to fewer good-conditioned spare part replacements, just in time replacements, extended equipment life cycles, and fewer unnecessary disposals.

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.

Peningkatan Pelayanan BMT Bina Umat Mandiri (BUM) Kota Tegal Melalui Pelatihan Training of Trainer

BMT Bina Umat Mandiri cabang tegal memiliki kekurangan dalam pelayanan kepada nasabah, serta selama ini tidak menggunakan teknik cross selling dalam pelayanannya, hasil observasi tim pengabdian menemukan tidak adanya pelatihan mendalam mengenai service excellent dan teknik cross selling yang diterapkan oleh customer service dan marketing BMT BUM Kota Tegal, hal tersebut membuat pertumbuhan dana anggota di BMT BUM Kota Tegal tidak maksimal. Melihat kondisi ini tim pengabdian UPS Tegal melakukan Training of Trainer (ToT) ini untuk memberikan pengetahuan serta praktek langsung bagi kepala bagian maupun kepala cabang mengenai pelayanan serta kemampuan dalam melakukan service excellent dan teknik cross selling terhadap produk yang BMT BUM Kota Tegal jual. Kegiatan sosialisasi dan pelatihan ToT dilakukan dengan metode penyuluhan dan demonstrasi kepada kepala cabang dan kepala bagian di setiap kantor kas di Kota Tegal yang nantinya kepala cabang serta kepala bagian tersebut memberikan pelatihan kepada staff frontliner masing-masing kantor kas, Kegiatan ini dihadiri narasumber berasal dari dosen Fakultas Ekonomi dan Bisnis Universitas Pancasakti Tegal. Manfaat yang diperoleh peserta dari kegiatan PKM ini antara lain agar dapat lebih baik lagi dalam pelayanan kepada anggota maupun calon anggota BMT BUM, serta mengoptimalkan pertumbuhan yang didapatkan melalui strategi cross selling yang dilakukan oleh seluruh karyawan BMT BUM Kota Tegal khususnya pada Customer Service pada setiap cabang BMT BUM Kota Tegal.

COVID-19 and Its Implications to the Assessment of Sustainable Palm Oil Supply Chain Management: An Indonesian Perspective

Motivated by the low sustainability index and pressure to meet the global demand for eco-friendly crude palm oil (CPO) in the pandemic-ridden environment, this research aims to investigate the implications of the COVID-19 pandemic to assess the drivers of sustainable supply chain management (SSCM) of the Indonesian CPO sector to tackle supply chain disruptions. To achieve this aim, the study seeks to determine the sustainability drivers to accommodate the pandemic-ridden environment and if sustainability indicators can help improve the supply chain management of the CPO sector. A methodology is divided into two interrelated parts: first, based on a careful review of extant literature of the CPO sector and sustainable supply chain in the light of pandemic. The proposed methodology is then tested using the response data of 108 oil mills' representatives collected through survey questionnaires and analyzed using statistical tools of reliability, distribution, Kaiser–Meyer–Olkin (KMO), Confirmatory Factor Analysis (CFA), and diagnostic tests of CFA. The findings designate the environmental costs, rapidity, and adaptability as core economic indicators; the social and workforce development, health, and safety workforce development and consumer issues as crucial social indicators; while energy and material efficiency, management of waste and emissions, and sustainable suppliers as the best environmental indicators. This study provides a holistic platform on the implications of the pandemic to assess the SSCM of the CPO sector. These findings are expected to aid the industrial managers in employee skills and health protocols, customer service, and environmental management. The study is also anticipated to guide the supply-chain partners and government policymakers to take initiatives on SSCM in the context of the pandemic.