Abstract: Brand loyalty is a strategic asset of the company. In
the era of competition to have loyal customers decides on the market
superiority of enterprises. Creating the loyalty of buyers, however, is
a lengthy process and requires the appropriate business strategy,
preceded by the proper market research. The purpose of the paper is
to present the concept of brand loyalty, the creation of loyalty of
customers, the benefits and determinants of loyalty on the example of
brewery market in Poland.
Abstract: The fast technology and economic growth in China has
attracted global attention in its tourism development. This study makes
an effort on investigating China-s online tourism market and the
Chinese online travelers- perceptions of hotel websites. The findings
are expected to better understand Chinese customers- online
preference and identified the differences among online travelers from
different regions in the country. Empirical findings showed online
reservation information is the most important factor to Chinese
customers, and tourists from different regions of China have
perception difference on user-friendly factor. The findings benefit
hoteliers from understanding their websites development and
formulating more appropriate online strategies to meet the
requirements of Chinese travelers.
Abstract: This research aimed to study the market feasibility for
new brand coffee house, the case study of Thailand.. This study is a
mixed methods research combining quantitative research and the
qualitative research. Primary data 350 sets of questionnaires were
distributed, and the high quality completed questionnaires of 320 sets
returned. Research samples are identified as customers’ of Hi-end
department stores in Thailand. The sources of secondary data were
critical selected from highly reliable sources, both from public and
private sectors. The results were used to classify the customer group
into two main groups, the younger than 25 and the older than 25years
old. Results of the younger group, are give priority to the dimension
of coffee house and its services dimension more than others, then
branding dimension and the product dimension respectively. On the
other hand, the older group give the difference result as they rate the
important of the branding, coffee house and its services, then the
product respectively. Coffee consuming is not just the trend but it
has become part of people lifestyle. And the new cultures also created
by the wise businessman. Coffee was long produced and consumed in
Thailand. But it is surprisingly the hi-end brand coffee houses in Thai
market are mostly imported brands. The café business possibility for
Thai brand coffee house in Thai market were discussed in the paper.
Abstract: This paper investigates the effect of product substitution in the single-period 'newsboy-type' problem in a fuzzy environment. It is supposed that the single-period problem operates under uncertainty in customer demand, which is described by imprecise terms and modelled by fuzzy sets. To perform this analysis, we consider the fuzzy model for two-item with upward substitution. This upward substitutability is reasonable when the products can be stored according to certain attribute levels such as quality, brand or package size. We show that the explicit consideration of this substitution opportunity increase the average expected profit. Computational study is performed to observe the benefits of product's substitution.
Abstract: Throughout the world, the Islamic way of banking and
financing is increasing. The same trend is also visible in Pakistan, where the Islamic banking sector is increasing in size and volume
each year. The question immediately arises as why the Pakistanis patronize the Islamic banking system? This study was carried out to
find whether following the Islamic rules in finance is the main factor for such selection or whether other factors such as customer service,
location, banking hour, physical facilities of the bank etc also have
importance. The study was carried by distributing questionnaire and
200 responses were collected from the clients of Islamic banks. The result showed that the service quality and other factors are as
important as following the Islamic rules for finance to retain old ustomers and catch new customers. The result is important and
Islamic banks can take actions accordingly to look after both the factors
Abstract: In this paper, the Tabu search algorithm is used to
solve a transportation problem which consists of determining the
shortest routes with the appropriate vehicle capacity to facilitate the
travel of the students attending the University of Mauritius. The aim
of this work is to minimize the total cost of the distance travelled by
the vehicles in serving all the customers. An initial solution is
obtained by the TOUR algorithm which basically constructs a giant
tour containing all the customers and partitions it in an optimal way
so as to produce a set of feasible routes. The Tabu search algorithm
then makes use of a search procedure, a swapping procedure and the
intensification and diversification mechanism to find the best set of
feasible routes.
Abstract: Recommender systems are usually regarded as an
important marketing tool in the e-commerce. They use important
information about users to facilitate accurate recommendation. The
information includes user context such as location, time and interest
for personalization of mobile users. We can easily collect information
about location and time because mobile devices communicate with the
base station of the service provider. However, information about user
interest can-t be easily collected because user interest can not be
captured automatically without user-s approval process. User interest
usually represented as a need. In this study, we classify needs into two
types according to prior research. This study investigates the
usefulness of data mining techniques for classifying user need type for
recommendation systems. We employ several data mining techniques
including artificial neural networks, decision trees, case-based
reasoning, and multivariate discriminant analysis. Experimental
results show that CHAID algorithm outperforms other models for
classifying user need type. This study performs McNemar test to
examine the statistical significance of the differences of classification
results. The results of McNemar test also show that CHAID performs
better than the other models with statistical significance.
Abstract: The rising growth of the GSM cellular phone industry has tightening competition level between providers in making strategies enhancing the market shares in Indonesia. Tsel, as one of those companies, has to determine the proper strategy to sustain as well as improve the market share without reducing its operational income level. Portfolio simulation model is designed with a dynamic system approach. The result of this research is a recommendation to the company by optimizing its technological policies, services, and promotions. The tariff policies and the signal quality should not be the main focus because this company has had a large number of customers and a good infrastructural condition.
Abstract: Condition monitoring of electrical power equipment
has attracted considerable attention for many years. The aim of this
paper is to use Labview with Fuzzy Logic controller to build a
simulation system to diagnose transformer faults and monitor its
condition. The front panel of the system was designed using
LabVIEW to enable computer to act as customer-designed
instrument. The dissolved gas-in-oil analysis (DGA) method was
used as technique for oil type transformer diagnosis; meanwhile
terminal voltages and currents analysis method was used for dry type
transformer. Fuzzy Logic was used as expert system that assesses all
information keyed in at the front panel to diagnose and predict the
condition of the transformer. The outcome of the Fuzzy Logic
interpretation will be displayed at front panel of LabVIEW to show
the user the conditions of the transformer at any time.
Abstract: Many IT projects come to failure because of having
technical approach, focusing on the final product and lack of proper
attention to strategic alignment. Project management models quite
often have technical management view [4], [8], [13], [14]. These
models focus greatly on the finalization of the project product and the
delivery of the product to the customer. However, many project
problems are due to lack of attention to the needs and capabilities of
the organizations or disregarding how to deploy and use the product
in the organization. In this regard, in the current research we are
trying to present a solution with the purpose of raising the value of
the project in an organization. This way, the project outputs will be
properly deployed in the organization. Therefore, a comprehensive
model is presented which takes into account the whole processes
from initial step of project definition to the deployment of the final
outputs in the organization and then the definition of all roles and
responsibilities to put the model into practice. Taking into account
the opinions of experts and project managers, to prove the
performance of the model, the project problems were recognized and
based on the model, categorized and analyzed. And at the end it is
made clear that ignoring the proper definition of the project and not
having a proper understanding of the expected value on the one hand
and not supervising the emerged value in the process of production
and installment are among the most important factors that bring a
project to failure.
Abstract: In recent years the large scale use of the power electronic equipment has led to an increase of harmonics in the power system. The harmonics results into a poor power quality and have great adverse economical impact on the utilities and customers. Current harmonics are one of the most common power quality problems and are usually resolved by using shunt active filter (SHAF). The main objective of this work is to develop PI and Fuzzy logic controllers (FLC) to analyze the performance of Shunt Active Filter for mitigating current harmonics under balanced and unbalanced sinusoidal source voltage conditions for normal load and increased load. When the supply voltages are ideal (balanced), both PI and FLC are converging to the same compensation characteristics. However, the supply voltages are non-ideal (unbalanced), FLC offers outstanding results. Simulation results validate the superiority of FLC with triangular membership function over the PI controller.
Abstract: This paper aims at a new challenge of customer
satisfaction on mobile customer relationship management. In this
paper presents a conceptualization of mCRM on its unique
characteristics of customer satisfaction. Also, this paper develops an
empirical framework in conception of customer satisfaction in
mCRM. A single-case study is applied as the methodology. In order to
gain an overall view of the empirical case, this paper accesses to
invisible and important information of company in this investigation.
Interview is the key data source form the main informants of the
company through which the issues are identified and the proposed
framework is built. It supports the development of customer
satisfaction in mCRM; links this theoretical framework into practice;
and provides the direction for future research. Therefore, this paper is
very useful for the industries as it helps them to understand how
customer satisfaction changes the mCRM structure and increase the
business competitive advantage. Finally, this paper provides a
contribution in practice by linking a theoretical framework in
conception of customer satisfaction in mCRM for companies to a
practical real case.
Abstract: In the present Jordan hotels scenario, service quality is
a vital competitive policy to keep customer support and build great
base. Hotels are trying to win customer loyalty by providing enhanced
quality services. This paper attempts to examine the impact of tourism
service quality dimension in the Jordanian five star hotels. A total of
322 surveys were administrated to tourists who were staying at three
branches Marriott hotel in Jordan. The results show that dimensions of
service quality such as empathy, reliability, responsiveness and
tangibility significantly predict customer loyalty. Specifically, among
the dimension of tourism service quality, the most significant predictor
of customer loyalty is tangibility. This paper implies that five star
hotels in Jordan should also come forward and try their best to present
better tourism service quality to win back their customers- loyalty.
Abstract: This paper argues that a product development exercise
involves in addition to the conventional stages, several decisions
regarding other aspects. These aspects should be addressed
simultaneously in order to develop a product that responds to the
customer needs and that helps realize objectives of the stakeholders
in terms of profitability, market share and the like. We present a
framework that encompasses these different development
dimensions. The framework shows that a product development
methodology such as the Quality Function Deployment (QFD) is the
basic tool which allows definition of the target specifications of a
new product. Creativity is the first dimension that enables the
development exercise to live and end successfully. A number of
group processes need to be followed by the development team in
order to ensure enough creativity and innovation. Secondly,
packaging is considered to be an important extension of the product.
Branding strategies, quality and standardization requirements,
identification technologies, design technologies, production
technologies and costing and pricing are also integral parts to the
development exercise. These dimensions constitute the proposed
framework. The paper also presents a mathematical model used to
calculate the design targets based on the target costing principle. The
framework is used to study a case of a new product development in
the telecommunications services sector.
Abstract: The purpose of this paper is to develop a typology
based on market orientation (MO) and innovation orientation (IO),
and to illustrate to what extent housing companies in Sweden fit
within this framework. A qualitative study on 11 public housing
companies in the central part of Sweden has been conducted by the
help of open and semi-structured questions for data collection. Four
public housing company types- i.e. reactive prospector, proactive
prospector, reactive defender and proactive defender have been
identified by the combination of MO-IO dimensions. Future research
can include other dimensions like entrepreneurship and network to
observe how it particularly affects MO. An empirical study can
compare public and private housing companies on the basis of MO
and IO dimensions. One major contribution of the paper is the
proposition of typology which can be used to describe public housing
companies and deciding their future course of actions.
Abstract: In the supply chain management customer is the most
significant component and mass customization is mostly related to
customers because it is the capability of any industry or organization
to deliver highly customized products and its services to the
respective customers with flexibility and integration, providing such
a variety of products that nearly everyone can find what they want.
Today all over the world many companies and markets are facing
varied situations that at one side customers are demanding that their
orders should be completed as quickly as possible while on other
hand it requires highly customized products and services. By
applying mass customization some companies face unwanted cost
and complexity. Now they are realizing that they should completely
examine what kind of customization would be best suited for their
companies. In this paper authors review some approaches and
principles which show effect in supply chain management that can be
adopted and used by companies for quickly meeting the customer
orders at reduced cost, with minimum amount of inventory and
maximum efficiency.
Abstract: This paper presents an application of the improved
QFD method for determining the specifications of kitchen utensils
rack. By using the improved method, the subjective nature in original
QFD was reduced; particularly in defining the relationship between
customer requirement and engineering characteristics. The regression
analysis that was used for obtaining the relationship functions
between customer requirement and engineering characteristics also
accommodated the inaccurateness of the competitive assessment
results. The improved method which is represented in the form of a
mathematical model had become a formal guidance to allocate the
resource for improving the specifications of kitchen utensils rack.
The specifications obtained had led to the achievement of the highest
feasible customer satisfaction.
Abstract: This paper presented a MATLAB-based system named Smart Access Network Testing, Analyzing and Database (SANTAD), purposely for in-service transmission surveillance and self restoration against fiber fault in fiber-to-the-home (FTTH) access network. The developed program will be installed with optical line terminal (OLT) at central office (CO) to monitor the status and detect any fiber fault that occurs in FTTH downwardly from CO towards residential customer locations. SANTAD is interfaced with optical time domain reflectometer (OTDR) to accumulate every network testing result to be displayed on a single computer screen for further analysis. This program will identify and present the parameters of each optical fiber line such as the line's status either in working or nonworking condition, magnitude of decreasing at each point, failure location, and other details as shown in the OTDR's screen. The failure status will be delivered to field engineers for promptly actions, meanwhile the failure line will be diverted to protection line to ensure the traffic flow continuously. This approach has a bright prospect to improve the survivability and reliability as well as increase the efficiency and monitoring capabilities in FTTH.
Abstract: Educational institutions increasingly adopt the
students-as-customers concept to satisfy their students.
Understanding students- perspectives on the use of this business
concept in educational institutions is necessary for the institutions to
effectively align these perspectives with their management practice.
The study investigates whether students in technology and business
disciplines have significantly different attitudes toward using the
students-as-customers concept in educational institutions and
explores the impact of treating students as customers in technology
disciplines under students- perspectives. The results from
quantitative and qualitative data analyses show that technology
students, in contrast to business students, fairly disagree with
educational institutions to treat students as customers. Treating
students as customers in technology disciplines will have a negative
influence on teaching performance, instructor-student relationships
and educational institutions- aim, but a positive influence on service
quality in educational institutions. The paper discusses the findings
and concludes with implications and limitations of the study.
Abstract: This paper focuses on creating a component model of information system under uncertainty. The paper identifies problem in current approach of component modeling and proposes fuzzy tool, which will work with vague customer requirements and propose components of the resulting component model. The proposed tool is verified on specific information system and results are shown in paper. After finding suitable sub-components of the resulting component model, the component model is visualised by tool.