Customer Satisfaction Perpetuates Loyalty: A Case Study

Arumugam, Nalini; Subramaniam, Asha Latha Bala; Mylvaganam, Gopiganthan; Singh, Kuldip

doi:10.6007/ijarbss/v10-i12/8282

Cited by 5 publications

(4 citation statements)

References 13 publications

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“…In recent years, there has been a substantial increase in the widespread adoption of social media for communication between customers and courier service companies, particularly in terms of how customers express their satisfaction concerns regarding the use of courier services and how these companies address such issues with equitable fairness [16]. Among the social media platforms, Twitter has emerged as the most extensively adopted platform in numerous business sectors, significantly impacting customer satisfaction [17], [18].…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

Mohamed Ariff,

Raja Salim,

Azizan

et al. 2024

IJEECS

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This study delves into the sentiment analysis of courier services in Malaysia through the lens of tweets. With the escalating reliance on courier services for daily parcel deliveries, understanding public sentiment becomes imperative. Through a systematic methodology encompassing data gathering, preparation, alteration, analysis, modeling, and deployment, this study aims to furnish valuable insights and recommendations. A dynamic graphical representation of sentiment scores is presented for intuitive interpretation and informed decision-making. The study's significance lies in empowering Malaysians to make judicious choices regarding courier services, thereby fostering transparency in the industry. The study proposes several avenues for future enhancements, including the integration of autocorrect features, diversifying data sources and languages, incorporating deep learning techniques, and developing a user-friendly interface for enhanced visualization. This study serves as a guiding resource, illuminating sentiments surrounding courier services in Malaysia and paving the way for future advancements in sentiment analysis within this domain.

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Section: Literature Reviewmentioning

confidence: 99%

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

Mohamed Ariff,

Raja Salim,

Azizan

et al. 2024

IJEECS

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“…Business Process Management (BPM) encompasses the intricate management of processes, entailing a comprehensive sequence of activities, events, and decisions designed to optimize business performance. Addressing pertinent issues within the realm of existing business process management, particularly concerning J&T Express Malaysia, centres around the challenge of sluggish delivery processes (Arumugam et al, 2020). J&T Express is renowned for its expeditious courier and express services, aligning with the overarching goals of J&T Express Malaysia, which aspires to establish itself as a pivotal Southeast Asian transit hub, occupying a strategic niche in the courier express industry while offering unparalleled convenience.…”

Section: Business Process Managementmentioning

confidence: 99%

BUSINESS PROCESS INNOVATIONS FOR COURIER SERVICE SECTOR: CASE STUDY IN J&T DUNGUN

Muhammad Khodri Harahap,

Nur Fatwa Atiqah,

Abd Sukor

et al. 2023

JTOM

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This research explores the journey of a logistics and delivery service provider, tracing its development from a local entity to a significant industry participant. Through a customer-focused approach, the company employs advanced tools and a solid foundation to provide reliable logistical services. It has gained acclaim for its effective transportation-related solutions, establishing a benchmark for quality. Furthermore, this study focusses on the J&T Express company's innovative solutions, technological advancements, and dedication to customer satisfaction have propelled it to a leadership position in the logistics sector. This study highlights the importance of process optimization and technology integration, evident through the case of J&T Express. The adoption of automated wrapping, labelling, and barcode scanning processes has significantly streamlined operations, reduced reliance on manual labor, and improved efficiency. This transformation has led to cost savings, increased operational performance, and scalability. However, the study also underscores the significance of maintaining a balance between automation and human interaction to ensure a successful integration of technology in business operations.

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“…Customer satisfaction is an attitude which adopted by customers when their expectations and requirements toward a product or service has been met to a certain extent (Nalini et al, 2020). Oliver (1980) defines customer satisfaction as the afterpurchase judgement or evaluation of a product or a service.…”

Section: Definition Of Customer Satisfactionmentioning

confidence: 99%

Factors Affecting Customer Satisfaction Towards the Social Commerce (S-Commerce) Provided by Facebook; - A Case Study on Features of ‘Payment Gateway’ and ‘Facebook Guarantee’ for Better Customer Satisfaction

Altounjy,

Thiagararan

2023

Malaysian J. Buss. Econ. Mgmt

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Purchases on social commerce (s-commerce) platform provided by Facebook is tremendously increasing in Malaysia, especially after the outbreak of Covid-19 pandemic, which significantly change the purchasing preferences of customers from physically visiting a store to virtually purchasing goods and services. Although s-commerce provide opportunities to homepreneurs and entrepreneurs for developing their business in a platform which connecting people easily, the key question is, how satisfied is the customer for engaging in s-commerce purchasing, which is also contributing to the GDP of Malaysia? Customer satisfaction plays a crucial role for the success of any business. A set of factors affecting customer satisfaction have been identified by previous researchers and authors, in the context of electronic commerce (e-commerce). In this study, the focus would be on s-commerce, based on social support theory, the factors of ‘safety’, ‘security’ and ‘quality’ have been selected to study the significancy of the relationship between customer satisfaction towards the s-commerce of Facebook. Apart from that, add-on of new features namely, ‘payment gateway’ and ‘Facebook guarantee’, which adopted from Shopee, the largest e-commerce platform, been proposed for better customer satisfaction towards s-commerce of Facebook. A survey questionnaire was used to collect the primary data from the sample size of 100 s-commerce of Facebook users from Malaysia in an online basis. Future recommendations have been proposed for increasing the number of samples for expanding the study further.

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Customer Satisfaction Perpetuates Loyalty: A Case Study

Cited by 5 publications

References 13 publications

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

BUSINESS PROCESS INNOVATIONS FOR COURIER SERVICE SECTOR: CASE STUDY IN J&T DUNGUN

Factors Affecting Customer Satisfaction Towards the Social Commerce (S-Commerce) Provided by Facebook; - A Case Study on Features of ‘Payment Gateway’ and ‘Facebook Guarantee’ for Better Customer Satisfaction

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