Developing a smart system with Industry 4.0 for customer dissatisfaction

Abstract

PurposeThis paper develops a smart system based on the concept of Industry 4.0 to prevent customer dissatisfaction. The value of this prevention system is that it enables hoteliers to interact with customers by understanding what they like/dislike from their behaviors via data analysis. Therefore, this system helps hoteliers to enhance service quality by predicting service issues.Design/methodology/approachThe system, named the dissatisfaction identification system (DIS), is developed. A total of 127 service items were examined by a hotel manager who preset the threshold values for the measurement of service quality. A big data set for the questionnaire survey is statistically generated by a pseudorandom number generator and 10,000 mock data sets are taken as input for comparison.FindingsThe results indicated that 36 out of 127 service items are identified as service issues for the participating hotel. Examples include customer code number 01d, “Space of parking lot is adequate” in the safety management category, and number 05a, “A hotel's service time meets my needs” in the front office service category. The items identified require improvement action plans for preventing customer dissatisfaction.Originality/valueThis paper offers a new perspective paper emphasizing customer dissatisfaction using a big data-driven technology system. The DIS, prevention system, is developed to aid hotels by enhancing their relationships with customers using a data-driven approach.

How does performance vary between early and late adopters of Industry 4.0? A qualitative viewpoint

“…Though there is a huge initial investment in terms of technology acquisition and implementation for Industry 4.0, the implementation of Industry 4.0 improves quality and hence internal failures, and external failure costs are also reduced (Shin et al , 2018). Further, it will improve customer satisfaction (Kuo et al , 2020) and increase revenue growth due to expansion of customer bases (Rüßmann et al , 2015). However, during early adoption, the cost of implementation will be higher as compared to the costs of late adopters, as technology is in the infancy stage.…”

Kepuasan Pengunjung Tentang Fasilitas Pelengkap di Daya Tarik Wisata Taman Bunga Puncak Tonang Kabupaten Pasaman

“…Cerita dari pengalaman ini lah yang nanti akan dapat berdampak kepada citra objek wisata. Apalagi di industri 4.0 ini, keluhan ataupun cerita negatif akan dapat menyebar secara online melalui media-media sosial [5]. Selain itu juga berdampak kepada Prasarana universal( General Infrastructure) merupakan prasarana yang memenuhi kebutuhan universal turis untuk kelancaran perekonomian [6].…”

Top Management Support in the Implementation of Industry 4.0 and Business Digitization: The Case of Companies in the Main European Stock Indices

“…Regarding the motivations or driving forces towards the implementation of I4.0 and BD, which are understood as the factors that may encourage companies in this transformation [22], the literature has appraised them as potential sources of opportunities for companies [1], to enhance competitiveness and provide added value [23,5] and customer satisfaction [24] through more efficient, flexible and sustainable processes [2,25], thereby easing reduced costs and lead times, as well as better quality, better adapted or customized and more sustainable solutions, products or services [26,3,9,5] for the benefit of both customers and society. In particular, when addressing sustainability, I4.0 and BD may contribute specially to the environmental side, for example, by leading to better energy management, a more efficient and sustainable use of resources and a reduction in waste and pollution [27][28][29].…”