The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

Customer Perception of Bus Services Based on the SERVQUAL Dimensions——A report of Wessex Red Bus service in UK

With the development of society, customers are having an increasing expectation on bus service. Problems such as bus being late all the time seem to become common. It usually annoys the customers and have a bad influence on bus companies.It's crucial to improve the bus service. This report adapts and applies a modified SERVQUAL approach to estimate the service quality in public transport. Wessex Red servcie, bus service in England UK, operated in partnership with the University of the West of England and the University of Bristol, is evaluated in the report being representative for bus service. In this study, the author has applied the SERVQUAL questionnaire among the three groups of customers in Bristol UK based on these five dimensions of SERVQUAL:"Tangibles, Responsiveness, Assurance, Reliability and Empathy"(Parasuraman, 1988). The results illustrates a high degree of importance placed on reliability, in which bus being late is an issue most concerned. The author analyzes the problem and finally provides suggestions and recommendation for the issue. This study is to provide a quality evaluation tool readily usable by transport operators willing to certify the service offered and it also offers a tool for practioners characterized by flexibility so as to fit individual needs. In addition, this study is beneficial to students who are learning Marketing. The study provides students a methodology in their marketing research. It also gives students a tool to evaluate services so as to set up their marketing plan and could give a better horizon to understand marketing.

Developing a prediction model for customer churn from electronic banking services using data mining

Background:Given the importance of customers as the most valuable assets of organizations,customer retention seems to be an essential,basic requirement for any organization.Banks are no exception to this rule.The competitive atmosphere within which electronic banking services are provided by different banks increases the necessity of customer retention.Methods:Being based on existing information technologies which allow one to collect data from organizations’databases,data mining introduces a powerful tool for the extraction of knowledge from huge amounts of data.In this research,the decision tree technique was applied to build a model incorporating this knowledge.Results:The results represent the characteristics of churned customers.Conclusions:Bank managers can identify churners in future using the results of decision tree.They should be provide some strategies for customers whose features are getting more likely to churner’s features.

Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City

Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers’ perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users’ satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers’ are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users’ possessed a positive attitude for buses which is the low travel cost.

Customer participation in the service encounter

This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.

Key technologies of artificial intelligence in electric power customer service

As the demand for customer service continues to increase,more companies are attempting to apply artificial intelligence technology in the field of customer service,enabling intelligent customer service,reducing customer service pressure,and reducing operating costs.Currently,the existing intelligent customer service has a limited degree of intelligence and can only answer simple user questions,and complex user expressions are difficult to understand.To solve the problem of low accuracy of multi-round dialogue semantic understanding,this paper proposes a semantic understanding model based on the fusion of a convolutional neural network(CNN)and attention.The model builds an“intention-slot”joint model based on the“encoding–decoding”framework and uses hidden semantic information that combines intent recognition and slot filling,avoiding the problem of information loss in traditional isolated tasks,and achieving end-to-end semantic understanding.Additionally,an improved attention mechanism based on CNNs is introduced in the decoding process to reduce the interference of redundant information in the original text,thereby increasing the accuracy of semantic understanding.Finally,by applying the model to electric power intelligent customer service,we verified through an experimental comparison that the proposed fusion model improves the performance of intent recognition and slot filling and can improve the user experience of electric power intelligent customer services.

Deployment of Soft Skills for Effective Customer Service in the 21^stCentury Library

The advent of information communication technology in the information environment has brought dramatic changes in the way information is being handled and managed today. This wind of change engineered by ICT has also changed the information seeking behavior of users making them to place more demands on libraries. There is a need for libraries to strive to be effective in their services to customers in order to remain relevant in the information age. The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library. The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image. The outcome of this paper will help the management of libraries irrespective of the type to be more effective in the services they render to their clients. This will ultimately increase patronage and clients retention.

The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.

Effects of Service Standards Communication and Servant Leadership on Strategic Competence and Customer Orientation

Service standards communication and servant leadership are both important mechanisms to improve an organization＇s service process. Therefore, they are likely to affect strategic competence and customer orientation skills of organizations. In this research, customer orientation and strategic competence are undertaken in relation with servant leadership and service standards communication, using a sample of 106 Turkish firms＇ executive assistants. The results prove that service standards communication and servant leadership have a strong positive relationship with both strategic competence and customer orientation.

Chinese Telephone Number-Input Technology and Its Applications in a Customer Service Call Center

The Chinese intelligence input technology, its applications, and a customer service call center system are developed. This technology can be used both in standard English telephone number input keyboard and in Chinese telephone number input keyboard .And authors develop sophisticated technologies including "Pinyin" (the Chinese phonetic alphabet ) encoding technology of phonetic symbol code and formal symbol code of Chinese character structure, phrase encoding technology, input technology of whole sentence intelligence encoding and input technology of Chinese telephone number encoding.

Purchase Analysis Based on the Relationship Between Customers and Service Providers

Although the service industry takes up a large percentage in world economies and is situated in the center of all industries,it has been pointed out that its growth rate is smaller compared to the other industries,which is partly because of its characteristic features:“amorphousness”,“simultaneity”,and“heterogeneity”.Service providers are therefore required to be experienced and have a good business sense to succeed in this field.The aim of this research is to support those who are not experienced or do not have a good business sense,using scientific approach.This research tries to present recommendation,taking customers’value and compatibilities with employees into account,and is based on the assumption that customers and employees have one-to-one contact over a period.A total of 3,447 customers and 133 employees were classified according to their philosophies,needs,and abilities.For each case,customers’purchase histories are first interrelated with the result of questionnaire,and put purchase behavior into marketing using Bayesian network.Then the HUB was examined and extracted features of the data of the questionnaire,and executed the stochastic inference to present the recommendation.This procedure enabled us to extract the features of customers’purchase behavior,and it is turned out that compatibilities of customers and employees are more important than the difference of their values and abilities.

Customers＇ Satisfaction Evaluation on Quality of Food Services Provided by the President Restaurant of the Black Sea Business Center Mangalia

Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer＇s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serving speed, waiter＇s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

The AHP-Based Assessment of Public Services With Respect to Different Groups of Customers of Polish Local Government

The situation of the contemporary economic systems is based on their ability to ensure optimal response to the customer needs. There are several important groups of clients, who may determine development processes and who are recipients of public services. They include： residents, entrepreneurs, tourists, and State Treasury. Local governments are equipped with a range of legal instruments to provide public services addressed to the selected clients. The objective of this paper is to present the application of the AHP method to assess the significance of the selected categories of public services for different groups of clients in Poland. The results allow setting priorities for future policy and adjust the tasks to the specific expectations of each group of clients. The model of assessment of public services was built using the analytic hierarchy process （AHP）. Since the 1970＇s, this multicriteria decision-support method has been used by researchers and practitioners in many areas of socioeconomic life. The case study presented in this paper involved 14 experts--public administration workers in one of the districts in Southern Poland. The survey consisted of two stages. First, they assessed--using the AHP--the influence of each group of customers on local development processes. The most important was ＂business＂ （priority 38.7%）, followed by ＂tourists＂ （29.7%）, ＂citizens＂ （26.1%）, and ＂central administration＂ （5.5%）. Second, they evaluated at the five-point Liken scale the influence of over 20 different public services with respect to different groups of clients. The results were aggregated using arithmetic mean and multiplied by the priorities of the clients. The synthesized final score indicated the most significant public activities overall, which were ＂roads＂ （4.16）, ＂transport＂ （3.93）, and ＂tourism＂ （3.84）.

Assessing Sport and Recreation Programmes＇ Service Quality at Hotels and Resorts＂ Towards Enhancing Customer Participation

Many issues and challenges are faced by the managers programmes today. Although many previous researches on and professionals in managing sport and recreation service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized. This study aims to assess customers＇ perceptions of service quality in sport and recreation programmes and to determine the differences between customers＇ perceptions of service quality in terms of their gender and nationality. A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey. They were asked to respond to a series of the adapted service quality （SERVQUAL） items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers＇ perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory. It was also indicated that there was no significant difference between male and female customers＇ perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers＇ perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts.

An Empirical Analysis on the Relationships Between Service Quality and Customer Satisfaction in the Malaysian Healthcare Services

The purpose of this paper is to examine the relationships between service quality （SQ） and customer satisfaction （CS） in the Malaysian healthcare system. The study is significant due to the environmental pressures such as the demographic changes, the aging of populations, the emergence of new treatments and technologies, and the increased insistence on grater quality of service. A service satisfaction survey was conducted among visitors （either patients or their relatives and friends） that visited hospitals （both public and private） in 10 regions in Malaysia. A total of 1,000 questionnaires were distributed purposively to these visitors, of which 925 questionnaires were returned for further analysis, yielding a response rate of 92.5 percent. The study found that among the eight dimensions of SQ tested, safety measures were not at all significantly related to CS as compared with the other seven dimensions. On a detailed note, the quality satisfaction of customers is very much influenced by infrastructure （0.121）, clinical care （0.601）, and trustworthiness of the hospitals （0.139）. Also as noted, the time satisfaction of customers is influenced by personnel quality （0.102）, administrative procedures （0.562）, and trustworthiness of the hospitals （0.168）. Whilst the cost satisfaction of customers is influenced by administrative procedure （0.101）, corporate image （0.130）, social responsibility （0.315）, and trustworthiness of the hospitals （0.261）. On overall, the findings of this study suggest that trustworthiness and administrative procedures are the two most important factors that influence satisfaction of customers that the Malaysian healthcare industry should take a good care of.

Research on service arrangement of taking senior citizens to hospital based on Customers＇ Satisfaction

In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which can be quantified by satisfactory function. And improved saving algorithm is proposed to solve the multi-objective model. A case study is also presented to verify effectiveness of the proposed algorithm.

Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bank of Ethiopia in Addis Ababa at East District

Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.

Role of Effective Leadership on Empowerment,Effective Communication,and Motivation in Customer Service

Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.

Service Innovation Involved by Employees and Customers:From Conceptual Model to an IT Service Case

With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service＇s business and process; customer knowledge including needs, expectations and experiences. However, employees are key factor to collect the customer＇s advice. At the same time, employees may organize customers for the new service. So, the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service. The paper describes some models to explain the relation based on some literatures and give some advices for service firms. At last, we introduce an IT service case

Respecting Each Other and Being Loyal to ZTE Career Providing Refined Service and Focusing on Customers' Requirements Working Hard to Create Famous ZTE Brand Improving ZTE Efficiency with Scientific Management

ZTE Corporation is China’s largest listedtelecommunications equipment provider spe-cialized in offering a full range of tailor-madesolutions for customers in high-,middle-andlow-end markets.