367,561 research outputs found

    Evaluating customer satisfaction in banking services

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    New, competitive market conditions, where companies need to fight for their survival, rendered evident that building and managing relationships with customers is vital. At the basis of every long term relationship lies the customer satisfaction. In the service area the construct of satisfaction is bound to the interaction with the service provider, conferring to the evaluation even greater importance. This paper offers an approach to the customer satisfaction evaluation in the banking services, with focus on a Romanian bank.banking services, customer relationship management, customer satisfaction, relationship marketing.

    The application framework of Kansei Engineering to enhance Customer Relationship Management in services

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    In order to fit what a customer needs and wants, a product or a service should be qualified. By incorporating Ergonomics/Human Factors and affect, quality of products and services should promote happiness and health to the users. Improved quality and long-lasting products/services make customers happy (Nagamachi & Lokman, 2011). According to Tribus (1990), quality is defined as a condition when customers have a love affair and emotional bondage with particular products and services. It implies that the main concern of qualified products and services is customer emotional experience. This study aims to explore the customer emotional needs (Kansei in Japanese) experienced and encountered in services. As emphasized in Customer Relationship Management (CRM), understanding the customer emotional needs is one succesful key for CRM implementation. Kansei Engineering (KE) methodology that has been widely used for modeling the emotional needs in product design is proposed to support the CRM improvement. Hence, this study has two objectives. The first is to develop an integrative application framework of the contribution of KE to CRM, while the second is to provide an illustrative example of how to apply KE-CRM into service industry. This study is expected to contribute to the theoretical academic literatures on Customer Relationship Management (CRM), marketing management, Ergonomics/Human Factors and Kansei by proposing an application framework and methodology of integrated KE-CRM. In addition, practical contributions will be presented by providing a guidance to service managers in collecting and capturing the emotional needs of customers, using the rich-channel of information for collecting information, and investigating what service attributes that are significantly sensitive to the customer emotions. It is, then, to be used as a prioritization tool for continuous improvement or maintenance on service attributes

    Customer Expectations and Loyalty of the Hotel Industry in Lagos, Nigeria

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    The emergence of service economy is naturally the front liner for the emergence of services marketing. The unique features of services such as intangibility, inseparability and heterogeneity make the assessment of customer expectation very pertinent. However, regular delivery of quality services that will match the dynamic expectations of the customers remain an herculean task for every service provider. The objective of this study was therefore to examine the effect of customer expectation on customer loyalty in hotel industry. Descriptive statistics and regression analysis were employed for the test of the hypotheses. The findings revealed that customer expectation has significant effect on both customer satisfaction and customer loyalty. In addition, descriptive statistic revealed that augmented services such as baby sitter and internet reserving system are highly expected by customers. It was therefore recommended that relationship marketing practices should be adopted by the hotels management

    Predicting customer's gender and age depending on mobile phone data

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    In the age of data driven solution, the customer demographic attributes, such as gender and age, play a core role that may enable companies to enhance the offers of their services and target the right customer in the right time and place. In the marketing campaign, the companies want to target the real user of the GSM (global system for mobile communications), not the line owner. Where sometimes they may not be the same. This work proposes a method that predicts users' gender and age based on their behavior, services and contract information. We used call detail records (CDRs), customer relationship management (CRM) and billing information as a data source to analyze telecom customer behavior, and applied different types of machine learning algorithms to provide marketing campaigns with more accurate information about customer demographic attributes. This model is built using reliable data set of 18,000 users provided by SyriaTel Telecom Company, for training and testing. The model applied by using big data technology and achieved 85.6% accuracy in terms of user gender prediction and 65.5% of user age prediction. The main contribution of this work is the improvement in the accuracy in terms of user gender prediction and user age prediction based on mobile phone data and end-to-end solution that approaches customer data from multiple aspects in the telecom domain


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    Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developing countries like Pakistan. Accordingly, this current study looks for the impact of customer satisfaction on their behavioral responses in banking sector of Pakistan. Therefore, recognition of significant determinants of customer satisfaction could facilitate the higher management in adoption and implementation their customers’ focus strategies more efficiently and effectively. Practical implication, future research and limitation are also discussed.banking sector, behavioral response, customer satisfaction, Pakistan, services quality.

    Strategi Sukses Bagi USAha Pemasaran Jasa Pendidikan Berbasis Manajemen Proses

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    Marketing Strategy Services Company one of them can be seen from the marketing mix are product, price, place or distribution and promotion are very helpful in marketing a product. However, in the marketing services that most directly related to the man that made a difference in the results of customer satisfaction. For the marketing of services need to consider other elements of people, physical evidence and process. Good service from service providers (people) will establish a physical evidence at the due process provision of customer services performed very well. From the physical evidence that has been formed it possible to increase the number of customers who want to use the same service. Managing Quality of Service There is a strategy that can be achieved in winning the competition with a rival business that is by delivering high quality services consistently than our competitors and higher than customer expectations. To avoid failure in service delivery, to note gaps that may occur, including the following gap between consumer expectation and management perception

    Digital transformations of service marketing: theoretical fundamentals and directions

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    The conceptual approaches to definition of the purposes, principles and directions of the digital transformation of marketing activity of enterprises offering services according to technologies and methods of Marketing 4.0 have been proved on the basis of modern theories of service marketing. The inclusiveness and customer-focused of digital marketing services have been revealed. The omnichannel of marketing communications on the basis of integration and availability of online and offline channels of service enterprises and clients interaction, digitalization of client managerial experience has been substantiated. The Object of Research: digital marketing of services in the context of the Marketing 4.0 concept. Investigated Problem: the essence and directions of digital transformations of marketing activities in the field of services. Main Scientific results: the inclusiveness and customer-focused of digital marketing communications based on cross-channel interaction and digital managerial models of customer experience have been revealed on the basis of the analysis of theoretical approaches to the characteristics of service marketing and determining the directions of its development in the digitalization of the economy and in accordance with the Marketing 4.0 concept. Field of Practical Usage of Research Results: practical activity of service enterprises on application of digital marketing mix transformations and marketing communications channels. Innovative Technological Product: the main principles and directions of marketing services digital transformation, that is inclusiveness and customer-focused of marketing communications, omnichannel as integration and availability of online and offline interaction channels as well as digitalization of customer experience management have been substantiated. Field of Application of Innovative Technological Product: theoretical researches and practice of digitalization of marketing communications of the service enterprises

    Considerations Regarding Quality Management in Services as a Marketing Instrument for Increasing Customers’ Satisfaction in Tourism Products

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    The development of service sector – as a defining trait of modern market economy – demands permanent improvement of theory and applications in the domain of quality. Following this statement one can notice a considerable evolution of the advanced approach associated to the concept of quality management in services of specialists bringing to attention modalities and instruments that are more and more sophisticated with the intention to give consistent answers to the management teams of all activities included in the field of services. In this context modern marketing is able to give specialists from academic or real economic environment scientific fundamental approaches that are capable to bring closer together the desired efficiency and efficacy to real consumers’ requests and perceptions. The quality management approach at tourist’s services level underlines important particularities, creating a symbiosis between percepts and theoretical concepts and the practical need to fundament decisions in the tourist’s services quality management. In a modern vision these are approached gradually, in four steps: quality control, quality insurance, total quality control and total quality management. For each step are specified the operational type of quality, level of approach considering marketing activities and users typology. According to each step of knowledge there are developed the instruments, techniques and work methods, fact that amplifies the opportunities to detail this kind of approaches to operational level – with special address to tourism management.quality, quality management, marketing, customer satisfaction

    Implementasi Perbaikan Layanan Menggunakan Metode Analisis Bertahan (Survival Analysis) pada PT Mitra Nasional Kualitas

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    Keeping customer satisfaction are important thing to maintain customer loyalty by implementing Customer Relationship Management (CRM). CRM is the main objective to improve customer retention through improved customer satisfaction. Provide appropriate services to gain customer satisfaction. Given appropriate services based on customer ratings of the importance of the level of service variables. In addition, service evaluation is done by applying the method of survival analysis, information on the decline gets customer satisfaction based on customer retention. The purpose of this study was to assess the variables that are important to customer service. Then, the implementation needed to build a recovery service is based on the 4P's of marketing aspects of the company. Research at the National Quality Partners, Ltd. Jakarta, show resulting in customers assess the reliability and security attributes of the service is very important variable. Decline in retention rates and survival rates as well as the slope indicates the level of danger that companies need to do a recovery service. recovery services performed by approaching the 4P's of marketing with services variables that are considered important. then be sorted by priority service which should be rectified by the company using the Analysis Hierarchy Process (AHP)
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