Search results for: customer path

Authors: Hazem J. Smadi

Abstract:

Performance of a supply chain is directly related to a distribution network that entails the location of storing materials or products and how products are delivered to the end customer through different stages in the supply chain. This study analyses the current distribution network used for delivering gas cylinders to end customer in Jordan. Evaluation of current distribution has been conducted across customer service components. A modification on the current distribution network in terms of central warehousing in each city in the country improves the response time and customer experience. 

Keywords: Distribution network, gas cylinder, Jordan, supply chain.

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Authors: Yepeng Cheng, Yasuhiko Morimoto

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Customer relationship analysis is vital for retail stores, especially for supermarkets. The point of sale (POS) systems make it possible to record the daily purchasing behaviors of customers as an identification point of sale (ID-POS) database, which can be used to analyze customer behaviors of a supermarket. The customer value is an indicator based on ID-POS database for detecting the customer loyalty of a store. In general, there are many supermarkets in a city, and other nearby competitor supermarkets significantly affect the customer value of customers of a supermarket. However, it is impossible to get detailed ID-POS databases of competitor supermarkets. This study firstly focused on the customer value and distance between a customer's home and supermarkets in a city, and then constructed the models based on logistic regression analysis to analyze correlations between distance and purchasing behaviors only from a POS database of a supermarket chain. During the modeling process, there are three primary problems existed, including the incomparable problem of customer values, the multicollinearity problem among customer value and distance data, and the number of valid partial regression coefficients. The improved customer value, Huff’s gravity model, and inverse attractiveness frequency are considered to solve these problems. This paper presents three types of models based on these three methods for loyal customer classification and competitors’ influence analysis. In numerical experiments, all types of models are useful for loyal customer classification. The type of model, including all three methods, is the most superior one for evaluating the influence of the other nearby supermarkets on customers' purchasing of a supermarket chain from the viewpoint of valid partial regression coefficients and accuracy.

Keywords: Customer value, Huff's Gravity Model, POS, retailer.

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Authors: Dayang Nailul Munna Abang Abdullah, Francine Rozario

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The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constructed based on items determined by past research. 149 respondents from one of the well known hotel in Kuala Lumpur, MALAYSIA were selected as a sample. Psychometric testing was conducted to determine the reliability and validity of the questionnaire. From the findings, there were positive significant relationship between place/ambience (r=0.563**, p=0.000) and service quality (r=0.544**, p=0.000) with customer satisfaction. However, although relationship between food quality and customer satisfaction was significant, it was in the negative direction (r=- 0.268**, p=0.001). New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining attributes that influence customer satisfaction when cost/price is not a factor and reasons for place/ambience is currently becoming the leading factor in determining customer satisfaction.

Keywords: Ambience, Customer Satisfaction, Food Quality, Service Quality.

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Authors: Abbas Al-Refaie

Abstract:

The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.

Keywords: Cluster analysis, telecom industry, switching cost, customer churn.

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Authors: Soheila Raeisi, Meng Lingjie

Abstract:

The interaction of customers with businesses is a process that is critical to the running of those businesses. Different levels of customer engagement and service innovation exist when pursuing value co-creation endeavors. The important thing in this whole process is for business managers know the benefits that can be realized when these activities are pursued effectively. The purpose of this paper is to first identify the importance of value co-creation when pursued via customer engagement and service innovation. Secondly, it will also identify the conditions under which value co-destruction can occur on the same. The background of the topic will be reviewed followed by the literature review with a special focus on the definition of these terms and the research design to be used. The research found that it is beneficial to have a strong relationship between stakeholders and the business in order to have strong customer engagement and service innovation.

Keywords: Customer engagement, service innovation, value co-creation, value co-destruction.

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Authors: K. Ratan Singh, P. K. Das

Abstract:

An induced graphoidal cover of a graph G is a collection ψ of (not necessarily open) paths in G such that every path in ψ has at least two vertices, every vertex of G is an internal vertex of at most one path in ψ, every edge of G is in exactly one path in ψ and every member of ψ is an induced cycle or an induced path. The minimum cardinality of an induced graphoidal cover of G is called the induced graphoidal covering number of G and is denoted by ηi(G) or ηi. Here we find induced graphoidal cover for some classes of graphs.

Keywords: Graphoidal cover, Induced graphoidal cover, Induced graphoidal covering number.

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Authors: Yuan-Jye Tseng, Ching-Yen Chen

Abstract:

In the design cycle, a main design task is to determine the external shape of the product. The external shape of a product is one of the key factors that can affect the customers’ preferences linking to the motivation to buy the product, especially in the case of a consumer electronic product such as a mobile phone. The relationship between the external shape and the customer preferences needs to be studied to enhance the customer’s purchase desire and action. In this research, a design for customer preferences model is developed for investigating the relationships between the external shape and the customer preferences of a product. In the first stage, the names of the geometric features are collected and evaluated from the data of the specified internet web pages using the developed text miner. The key geometric features can be determined if the number of occurrence on the web pages is relatively high. For each key geometric feature, the numerical values are explored using the text miner to collect the internet data from the web pages. In the second stage, a cluster analysis model is developed to evaluate the numerical values of the key geometric features to divide the external shapes into several groups. Several design suggestion cases can be proposed, for example, large model, mid-size model, and mini model, for designing a mobile phone. A customer preference index is developed by evaluating the numerical data of each of the key geometric features of the design suggestion cases. The design suggestion case with the top ranking of the customer preference index can be selected as the final design of the product. In this paper, an example product of a notebook computer is illustrated. It shows that the external shape of a product can be used to drive customer preferences. The presented design for customer preferences model is useful for determining a suitable external shape of the product to increase customer preferences.

Keywords: Cluster analysis, customer preferences, design evaluation, design for customer preferences, product design.

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Authors: Damith Senanayake, Lakmal Muthugama, Laksheen Mendis, Tiroshan Madushanka

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Customer churn prediction is one of the most useful areas of study in customer analytics. Due to the enormous amount of data available for such predictions, machine learning and data mining have been heavily used in this domain. There exist many machine learning algorithms directly applicable for the problem of customer churn prediction, and here, we attempt to experiment on a novel approach by using a cognitive learning based technique in an attempt to improve the results obtained by using a combination of supervised learning methods, with cognitive unsupervised learning methods.

Keywords: Growing Self Organizing Maps, Kernel Methods, Churn Prediction.

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Authors: Mark Schudeleit, Christian Sieg, Ferit Küçükay

Abstract:

This paper describes how to dimension the electric components of a 48V hybrid system considering real customer use. Furthermore, it provides information about savings in energy and CO2 emissions by a customer-tailored 48V hybrid. Based on measured customer profiles, the electric units such as the electric motor and the energy storage are dimensioned. Furthermore, the CO2 reduction potential in real customer use is determined compared to conventional vehicles. Finally, investigations are carried out to specify the topology design and preliminary considerations in order to hybridize a conventional vehicle with a 48V hybrid system. The emission model results from an empiric approach also taking into account the effects of engine dynamics on emissions. We analyzed transient engine emissions during representative customer driving profiles and created emission meta models. The investigation showed a significant difference in emissions when simulating realistic customer driving profiles using the created verified meta models compared to static approaches which are commonly used for vehicle simulation.

Keywords: Customer use, dimensioning, hybrid electric vehicles, vehicle simulation, 48V hybrid system.

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Authors: S. Anastasiou, C. Nathanailides

Abstract:

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different countries. The scores of customers and employees satisfaction of the different published works were transformed and normalized to the scale of 1 to 100. The data were analyzed and a regression analysis of the two parameters was used to describe the link between employee’s satisfaction and customer’s satisfaction. Assuming that employee satisfaction has a significant influence on customer’s service and the resulting customer satisfaction, the reviewed data indicate that employee’s satisfaction contributes significantly on the level of customer satisfaction in the Banking sector. There was a significant correlation between the two parameters (Pearson correlation R2=0.52 P<0.05). The reviewed data indicate that published data support the hypothesis that practical evidence link these two parameters. During the recent global economic crisis, the financial services sector was affected severely and job security, remuneration and recruitment of personnel of banks was in many countries, including Greece, significantly reduced. Nevertheless, modern organizations should always consider their personnel as a capital, which is the driving force for success in the future. Appropriate human resource management policies can increase the level of job satisfaction of the personnel with positive consequences for the level of customer’s satisfaction.

Keywords: Job satisfaction, job performance, customer service, banks, human resources management.

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Authors: Charawee Butbumrung

Abstract:

The purpose of this research was to study customer relationship management on social media affecting brand loyalty of Siam Commercial Bank in Bangkok. The statistics used in data analysis were frequency, mean, standard deviation, and Pearson’s correlation coefficient based on social science statistic program. The result of the study found that the majority of the respondents were female, 37–47 years old of age, bachelor degree of education and monthly income between 10,001 and 15,000 Baht. In addition, customer relationship management in the overall and by each aspect of formulating, maintaining, and extending the customer relationship had a high score. Furthermore, the result of hypothesis testing showed that the difference of the customer’s age, education, occupation, average monthly income had the difference in brand loyalty with the statistical significance level of 0.05 and customer relationship management had related with brand loyalty in the same direction with the low level of statistical significance 0.05.

Keywords: Brand loyalty, customer relationship, management, Siam Commercial Bank, social media.

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Authors: V. Tereshchenko, A. Tregubenko

Abstract:

In this study we survey the method for fast finding a minimum link path between two arbitrary points within a simple polygon, which can pass only through the vertices, with preprocessing.

Keywords: Minimum link path, simple polygon, Steiner points, optimal algorithm.

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Authors: Zainab bt Khalifah, Wong Chiet Bing, Noor Hazarina Hashim

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The evolution of customer behavior in purchasing products or services through the Internet leads to airline companies engaging in the e-ticketing process in order to maintain their business. A well-designed website is vitally significant for the airline companies to provide effective communication, support, and competitive advantage. This study was conducted to identify the dimensions of website quality for low cost airline and to investigate the relationship between the website quality and customer esatisfaction at low cost airline. A total of 381 responses were conveniently collected among local passengers at Low Cost Carrier Terminal, Kuala Lumpur via questionnaire distribution. This study found that the five determinant factors of website quality for AirAsia were Information Content, Navigation, Responsiveness, Personalization, and Security and Privacy. The results of this study revealed that there is a positive relationship between the five dimensions of website quality and customer e-satisfaction, and also information content was the most significant contributor to customer e-satisfaction.

Keywords: Website Quality, Customer E-Satisfaction, Low Cost Airline.

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Authors: Marios N. Moschakis

Abstract:

This paper deals with the assessment of faulted area around an industrial customer connected to a particular electric grid that will cause a certain sag magnitude on this customer. The faulted (critical or exposed) area’s length is calculated by adding all line lengths in the neighborhood of the critical node (customer). The applied method is the so-called Method of Critical Distances. By using advanced short-circuit analysis, the Critical Area can be accurately calculated for radial and meshed power networks due to all symmetrical and asymmetrical faults. For the demonstration of the effectiveness of the proposed methodology, a study case is used.

Keywords: Critical area, fault-induced voltage sags, industrial customers, power quality.

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Authors: Neda Shahidi, Hadi Esmaeilzadeh, Marziye Abdollahi, Caro Lucas

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In this paper, the problem of finding the optimal collision free path for a mobile robot, the path planning problem, is solved using an advanced evolutionary algorithm called memetic algorithm. What is new in this work is a novel representation of solutions for evolutionary algorithms that is efficient, simple and also compatible with memetic algorithm. The new representation makes it possible to solve the problem with a small population and in a few generations. It also makes the genetic operator simple and allows using an efficient local search operator within the evolutionary algorithm. The proposed algorithm is applied to two instances of path planning problem and the results are available.

Keywords: Path planning problem, Memetic Algorithm, Representation.

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Authors: Nishiyama Toshiaki, Tadayuki Kyountani, Nguyen Huu Phuc, Shigeyuki Haruyama, Oke Oktavianty

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It is important to clarify the company’s core technology in product development process to strengthen their power in providing technology that meets the customer requirement. QFD method is adopted to clarify the core technology through identifying the high element technologies that are related to the voice of customer, and offer the most delightful features for customer. AHP is used to determine the importance of evaluating factors. A case study was conducted by using this approach in Japan’s Monozukuri Company (so called manufacturing company) to clarify their core technology based on customer requirements.

Keywords: QFD, product development process, core technology, AHP.

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Authors: Al-Rousan, M. Ramzi, Badaruddin Mohamed

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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.

Keywords: Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

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Authors: M. Holle, M. Roth, M. R. Gürtler, U. Lindemann

Abstract:

This paper gives insights into the research project “InnoCyFer” (in the form of an outlook) which is funded by the German Federal Ministry of Economics and Technology. Enabling the integrated customer individual product design as well as flexible manufacturing of these products are the main objectives of the project. To achieve this, a web-based Open Innovation-Platform containing an integrated Toolkit will be developed. This toolkit enables the active integration of the customer’s creativity and potentials of innovation in the product development process. Furthermore, the project will show the chances and possibilities of customer individualized products by building and examining the continuous process from innovation through the customers to the flexible manufacturing of individual products.

Keywords: Customer Individual Product Design, Innovation Networks, Open Innovation, Open Innovation Platform and Toolkit.

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Authors: Adrian T. Plesca

Abstract:

This paper describes a three-dimensional thermal model of the current path included in the low voltage power circuit breakers. The model can be used to analyse the thermal behaviour of the current path during both steady-state and transient conditions. The current path lengthwise temperature distribution and timecurrent characteristic of the terminal connections of the power circuit breaker have been obtained. The influence of the electric current and voltage drop on main electric contact of the circuit breaker has been investigated. To validate the three-dimensional thermal model, some experimental tests have been done. There is a good correlation between experimental and simulation results.

Keywords: Current path, power circuit breakers, temperature distribution, thermal analysis.

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Authors: K. Ratan Singh, P. K. Das

Abstract:

An induced acyclic graphoidal cover of a graph G is a collection ψ of open paths in G such that every path in ψ has atleast two vertices, every vertex of G is an internal vertex of at most one path in ψ, every edge of G is in exactly one path in ψ and every member of ψ is an induced path. The minimum cardinality of an induced acyclic graphoidal cover of G is called the induced acyclic graphoidal covering number of G and is denoted by ηia(G) or ηia. Here we find induced acyclic graphoidal cover for some classes of graphs.

Keywords: Graphoidal cover, Induced acyclic graphoidal cover, Induced acyclic graphoidal covering number.

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Authors: Wichai Onlaor, Siriluck Rotchanakitumnuai

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The aim of this research is to develop the understanding of corporate social responsibility (CSR) from consumers- perspective toward Thai mobile service providers. Based on the survey from 400 mobile customers, the result shows that four dimensions of CSR of Thai mobile service providers consist of economic, legal, ethical and philanthropic responsibility. These four CSR factors have positive impacts on enhancing customer satisfaction except one item of economic responsibility - profitability to shareholders. Ethical dimension has the strongest impact on customer satisfaction. Economic, legal, ethical, philanthropic responsibility and customer satisfaction have major impact on loyalty, whilst philanthropic component mostly affects loyalty.

Keywords: Corporate Social Responsibility, PriceFairness, Service Quality, Privacy Concern, CustomerSatisfaction, Customer Loyalty

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Authors: Wanida Suwunniponth

Abstract:

The objectives of this research were to study the influencing factors that contributed to the success of e-collaborative in e-commerce of B2C (Business to Customer) business in Bangkok, Thailand. The influencing factors included organization, people, information technology and the process of e-collaborative. A questionnaire was used to collect data from 200 small e-commerce businesses and the path analysis was utilized as the tool for data analysis. By using the path analysis, it was revealed that the factors concerning with organization, people and information technology played an influence on e-collaborative process and the success of ecollaborative, whereas the process of e-collaborative factor manipulated its success. The findings suggested that B2C ecommerce business in Thailand should opt in improvement approach in terms of managerial structure, leaderships, staff’s skills and knowledge, and investment of information technology in order to capacitate higher efficiency of e-collaborative process that would result in profit and competitive advantage.

Keywords: E-collaborative, E-commerce, B2C.

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Authors: K. Oh, J. P. Hwang, E. Kim, H. Lee

Abstract:

This paper presents an algorithm which extends the rapidly-exploring random tree (RRT) framework to deal with change of the task environments. This algorithm called the Retrieval RRT Strategy (RRS) combines a support vector machine (SVM) and RRT and plans the robot motion in the presence of the change of the surrounding environment. This algorithm consists of two levels. At the first level, the SVM is built and selects a proper path from the bank of RRTs for a given environment. At the second level, a real path is planned by the RRT planners for the given environment. The suggested method is applied to the control of KUKA™,, a commercial 6 DOF robot manipulator, and its feasibility and efficiency are demonstrated via the cosimulatation of MatLab™, and RecurDyn™,.

Keywords: Path planning, RRT, 6 DOF manipulator, SVM.

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Authors: Siliang Wang, Minghui Wang, Jun Hu

Abstract:

A novel path planning approach is presented to solve optimal path in stochastic, time-varying networks under priori traffic information. Most existing studies make use of dynamic programming to find optimal path. However, those methods are proved to be unable to obtain global optimal value, moreover, how to design efficient algorithms is also another challenge. This paper employs a decision theoretic framework for defining optimal path: for a given source S and destination D in urban transit network, we seek an S - D path of lowest expected travel time where its link travel times are discrete random variables. To solve deficiency caused by the methods of dynamic programming, such as curse of dimensionality and violation of optimal principle, an integer programming model is built to realize assignment of discrete travel time variables to arcs. Simultaneously, pruning techniques are also applied to reduce computation complexity in the algorithm. The final experiments show the feasibility of the novel approach.

Keywords: pruning method, stochastic, time-varying networks, optimal path planning.

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Authors: Qing Lyu, Hang Zhu

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Various flows in the network require to go through different types of middlebox. The improper placement of network middlebox and path assignment for flows could greatly increase the network latency and also decrease the performance of network. Minimizing the total end to end latency of all the ows requires to assign path for the incoming flows. In this paper, the flow path assignment problem in regard to the placement of various kinds of middlebox is studied. The flow path assignment problem is formulated to a linear programming problem, which is very time consuming. On the other hand, a naive greedy algorithm is studied. Which is very fast but causes much more latency than the linear programming algorithm. At last, the paper presents a heuristic algorithm named FPA, which takes bottleneck link information and estimated bandwidth occupancy into consideration, and achieves near optimal latency in much less time. Evaluation results validate the effectiveness of the proposed algorithm.

Keywords: Latency, Fast path assignment, Bottleneck link.

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Authors: K. Liagkouras, K. Metaxiotis

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Customer relationship management (CRM) systems in business are a reality of the contemporary business world for the last decade or so. Still, there are grey areas regarding the successful implementation and operation of CRM systems in business. This paper, through the systematic study of the CRM implementation paradigm, attempts to identify the most important challenges and opportunities that the CRM systems face in a rapidly changing business world.

Keywords: Customer Relationship Management, CRM, Business, Information Systems.

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Authors: Ethar H. Khalil, Bahaa I. Kazem

Abstract:

In this work a software simulation model has been proposed for two driven wheels mobile robot path planning; that can navigate in dynamic environment with static distributed obstacles. The work involves utilizing Bezier curve method in a proposed N order matrix form; for engineering the mobile robot path. The Bezier curve drawbacks in this field have been diagnosed. Two directions: Up and Right function has been proposed; Probability Recursive Function (PRF) to overcome those drawbacks. PRF functionality has been developed through a proposed; obstacle detection function, optimization function which has the capability of prediction the optimum path without comparison between all feasible paths, and N order Bezier curve function that ensures the drawing of the obtained path. The simulation results that have been taken showed; the mobile robot travels successfully from starting point and reaching its goal point. All obstacles that are located in its way have been avoided. This navigation is being done successfully using the proposed PRF techniques.

Keywords: Mobile robot, path planning, Bezier curve.

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Authors: J. Nisar, S. Halim

Abstract:

The additional relationships i.e., start-to-start, finish-to-finish, and start-to-finish, between activity in Precedence Diagram Method (PDM) provides a more flexible schedule than traditional Critical Path Method (CPM). But, changing the duration of critical activities in the PDM network will have an anomalous effect on the critical path and the project completion date. In this study, we classified the critical activities in two groups i.e., 1. activity on single critical path and 2. activity on multi-critical paths, and six classes i.e., normal, reverse, neutral, perverse, decrease-reverse and increase-normal, based on their effects on project duration in PDM. Furthermore, we determined the maximum float of time by which the duration each type of critical activities can be changed without effecting the project duration. This study would help the project manager to clearly understand the behavior of each critical activity on critical path, and he/she would be able to change the project duration by shortening or lengthening activities based on project budget and project deadline.

Keywords: Construction project management, critical path method, project scheduling, precedence diagram method.

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Authors: M. Nemer, E. I. Konukseven

Abstract:

In this paper, a motion generation algorithm for a six Degrees of Freedom (DoF) robotic hand in a static environment is presented. The purpose of developing this method is to be used in the path generation of the end-effector for edge finishing and inspection processes by utilizing the CAD model of the considered workpiece. Nonetheless, the proposed algorithm may be extended to be applicable for other similar manufacturing processes. A software package programmed in the application programming interface (API) of SolidWorks generates tool path data for the robot. The proposed method significantly simplifies the given problem, resulting in a reduction in the CPU time needed to generate the path, and offers an efficient overall solution. The ABB IRB2000 robot is chosen for executing the generated tool path.

Keywords: Offline programming, CAD-based tools, edge deburring, edge scanning, path generation.

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Authors: Seyed Ali Sadat Noori, Elham Sahebi Bazaz

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Topological changes in mobile ad hoc networks frequently render routing paths unusable. Such recurrent path failures have detrimental effects on quality of service. A suitable technique for eliminating this problem is to use multiple backup paths between the source and the destination in the network. This paper proposes an effective and efficient protocol for backup and disjoint path set in ad hoc wireless network. This protocol converges to a highly reliable path set very fast with no message exchange overhead. The paths selection according to this algorithm is beneficial for mobile ad hoc networks, since it produce a set of backup paths with more high reliability. Simulation experiments are conducted to evaluate the performance of our algorithm in terms of route numbers in the path set and its reliability. In order to acquire link reliability estimates, we use link expiration time (LET) between two nodes.

Keywords: Wireless Ad Hoc Networks, Reliability, Routing, Disjoint Path

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