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Displaying 50 articles of 55 total result(s).

Original Article

Introduction Of A Lean Production System At Industrial Enterprises

Galina Temasova
,
Oleg Leonov
,
Nina Shkaruba
,
Yulia Vergazova

Keywords: Causes of costs and losses, customer satisfaction, lean manufacturing concept, lean manufacturing tools and methods, process optimization

Article no: 27

Pages 243-249

Doi: 10.15405/epsbs.2022.08.27

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Original Article

Exploring Facebook Marketing Strategy In Healthcare Retailer: Case Study Of Watson Malaysia

Navitra Mariappan
,
Nor Hasliza Md Saad

Keywords: Facebook, marketing strategies, customer engagement, healthcare retailer, e-commerce, social media.

Article no: 57

Pages 651-661

Doi: 10.15405/epsbs.2020.10.57

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Original Article

Customer Satisfaction Towards Communication Skills Of The Franchise Restaurant Frontliners

Suhaini Muda
,
Sabrina Mohd Rashid

Keywords: Customer satisfaction, communication skill, frontline staff, franchise restaurant, service quality

Article no: 30

Pages 223-230

Doi: 10.15405/epsbs.2021.06.02.30

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Original Article

Category “Customer’s Loyalty In The Service Sphere” By University Teachers And Students

L.S. Petrik
,
A.V. Pavlova
,
Y.T. Ibatullova
,
V.Y. Gusarova
,
Z.I. Pavitskaya

Keywords: Services, loyalty, customers’ loyalty in the service sector, clients’ loyalty, service sector.

Article no: 165

Pages 1629-1637

Doi: 10.15405/epsbs.2019.03.165

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Original Article

The Effects Of Consumers’ Behavioral Intentions On Service Recovery In Luxury Hotels

Ashkan Nikandish
,
Behrang Samadi
,
Irina Khmeleva

Keywords: : Customer satisfaction, hotel management, hospitality management, service failure, service recovery, service marketing.

Article no: 88

Pages 1111-1126

Doi: 10.15405/epsbs.2018.05.88

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Original Article

The Effect of Online Touchpoints on Utility Customers’ Experience

Nurshahirah Abd Majid
ORCiD ,
Nor Hazlin Nor Asshidin
ORCiD ,
Elinda Esa
ORCiD ,
Khairul Nizam Surbaini
ORCiD ,
Abdul Rahman Zahari
ORCiD ,
Azmer Ezwan Abdullah
,
Siti Farahhani Ismail
,
Muhammad Asyraaf Maarop

Keywords: Online touch points, customer experience, utility industry, Malaysia

Article no: 47

Pages 531-541

Doi: 10.15405/epfe.23081.47

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Original Article

Analyzing the Effectiveness of Social Media Marketing Original Research Article

Haslinda Musa
,
Fadhlur Rahim Azmi
,
Namirah Ab Rahim
,
Abdul Samad Shibghatullah
,
Norfaridatul Akmaliah Othman

Keywords: Customer engagement; brand reputation ℑ customer brand attitudes; Effectiveness of Social Media Marketing; SMEs performances

Article no: 2

Pages 4-10

Doi: 10.15405/epsbs.2016.08.2

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Original Article

Implementation Of A Customer-Oriented Approach In The Management System Of Hotel Industry

O.N. Perezhogina
,
A.V. Pavlova
,
A.D. Khajrullina
,
E.N. Kulik
,
L.G. Nabieva

Keywords: Customer focus, competitive advantage, hotel business, services.

Article no: 160

Pages 1570-1585

Doi: 10.15405/epsbs.2019.03.160

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Original Article

Application Of Correlation Analysis In The Study Of Passenger Service Quality Indicators

Valeriy E. Gozbenko
,
Viktoriya A. Olentsevich
,
Sergey K. Kargapoltsev
,
Tat’yana A. Bulokhova
,
Yuliya I. Karlina
,
Maksim G. Shtayger
,
Antonina I. Karlina

Keywords: Customer focus, marketing research indicators, performance parameters, quality of passenger service

Article no: 107

Pages 898-906

Doi: 10.15405/epsbs.2021.07.107

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Original Article

Shedding Light on Internal Customer Plight in the Shared Service Environment

Prashalini Naidu
,
Diviyaa Rane Raveendran

Keywords: Shared services, internal customer, challenges, distrust, dissatisfaction, quality

Article no: 37

Pages 439-444

Doi: 10.15405/epfe.23081.37

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Original Article

Customer Value Of Saint-Petersburg For Young People

Ya. Yu. Salikhova
,
V. V. Lizovskaya*

Keywords: Attractiveness factors, customer value of the territory, Saint-Petersburg, sustainable development of the territory, young people

Article no: 51

Pages 423-430

Doi: 10.15405/epsbs.2019.12.05.51

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Original Article

System Approach To Development Of Innovative Bank Products In Bashkortosta

Liuza Bayguzina*
,
Guzaliya Galimova
,
Elvira Nurdavlyatova
,
Larisa Ponomaryova

Keywords: Remote customer service, internet banking, development trends, global experience, innovative product, banking services.

Article no: 38

Pages 270-277

Doi: 10.15405/epsbs.2019.12.04.38

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Original Article

Customer Satisfaction With Additional Professional Education In The Context Of Risk-Based Thinking

O. N. Fedonin
,
T. P. Mozhaeva
,
A. Z. Simkin
,
A. S. Proskurin

Keywords: Characteristics of educational services, ensuring customer satisfaction, personal risks, the quality management system of the university

Article no: 228

Pages 2028-2036

Doi: 10.15405/epsbs.2021.09.02.228

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Original Article

Banks’ Organizational Characteristics And Adoption Of Crm In Agricultural Bank’s Branches

Esmaeil Galini
,
Mohammad Yami
,
Mohammad Sadegh Sabouri

Keywords: Customer relationship management, technology acceptance, e-banking

Article no: 31

Pages 377-387

Doi: 10.15405/epsbs.2019.12.03.31

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Original Article

The Role Of Consumers Participation Behavior To Smes Brand Equity

Nur Aqilah Hazirah Mohd Anim
,
Nor Asiah Omar
,
Ahmad Sabri Kassim
,
Muhamad Azrin Nazri
,
Taslima Jannat

Keywords: Brand equity, customer participation behavior, SMEs.

Article no: 33

Pages 377-389

Doi: 10.15405/epsbs.2020.10.33

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Original Article

Service Quality And Customer Satisfaction In Restaurant Industry Using Partial Least Square

Norfadzilah Abdul Razak
,
Zaidi Mohd Aminuddin
,
Ayu Rohaidah Ghazali

Keywords: Customer loyalty, customer satisfaction, service quality.

Article no: 20

Pages 218-225

Doi: 10.15405/epsbs.2020.10.20

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Original Article

Customer Relationship Management In The Modern Economy

K. I. Tkachenko
,
R. V. Faizullin
,
A. L. Zolkin
,
S. N. Sychanina

Keywords: Customer relationship management, loyalty, information and communication technologies, digital environment, Internet, market system

Article no: 191

Pages 1711-1718

Doi: 10.15405/epsbs.2021.09.02.191

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Original Article

Customer-Oriented Approach As Management Technology Of High School Development

Vladislav S. Gusairov
,
Galina B. Kosharnaya
,
Irina V. Shavyrina
,
Inna A. Demenenko

Keywords: Customer-oriented approach, higher school, competitiveness, business partnership, higher education

Article no: 52

Pages 445-455

Doi: 10.15405/epsbs.2018.02.52

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Original Article

Service Quality And Customer Satisfaction At International Hotels In Kuala Lumpur

Muhummad Khairul Islam
,
Mohd Yunus Bin Haji Majid
,
Muhammad Irfan Mirza Bin Hasnol Azam
,
Nur Izzati Aqilah Bt Zamrin

Keywords: Service quality, SERVQUAL model, customer satisfaction, international hotels, Kuala Lumpur

Article no: 91

Pages 844-854

Doi: 10.15405/epsbs.2020.12.05.91

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Original Article

Proposals To Change The Cargo Tariffication System

Natal’ya N. Grigorieva
,
Viktoriya A. Olentsevich
,
Valeriy E. Gozbenko
,
Sergey K. Kargapoltsev
,
Yuliya I. Karlina
,
Maksim G. Shtayger
,
Antonina I. Karlina

Keywords: Economic losses, highly profitable cargo, linear dependence, principles of customer focus, railway transport system

Article no: 106

Pages 890-897

Doi: 10.15405/epsbs.2021.07.106

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Original Article

On Necessity to Introduce Innovative Production Planning at Russian Metallurgical Enterprises

Natalya Savchenko

Keywords: Innovative production planning; shipments discipline; quality of planning; planning of quality of customer service; production planning system; planning cycle

Article no: 114

Pages 881-888

Doi: 10.15405/epsbs.2017.07.02.114

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Original Article

Measuring Direct Association Between Customer Satisfaction And Customer Retention Among Generation Y

Mafuzah Mohamad
,
Zuraini Abdullah Zawawi
,
Wan Noordiana Wan Hanafi

Keywords: Customer satisfaction, customer retention, partial least square

Article no: 85

Pages 811-819

Doi: 10.15405/epsbs.2018.07.02.85

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Original Article

Customer Perception of Emotional Labor of Airline Service Employees and Customer Loyalty Intention Original Research Article

Norzalita Abd. Aziz
,
Bita Najafi
,
Faridahwati Mohd. Shamsudin
,
Ahmad Said Ibrahim Alshuaibi

Keywords: Emotional labor; perceived customer orientation; perceived service quality; customer loyalty; airline services

Article no: 86

Pages 606-612

Doi: 10.15405/epsbs.2016.08.86

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Original Article

Uncovering the ‘Aha Moment’: Digitalisation Aiding Customers Better in the Shared Service Industry

Prashalini Naidu
,
Juraifa Jais
,
Diviyaa Rane Raveendran

Keywords: Shared services, digitalisation, customers, pandemic, Covid 19, satisfaction

Article no: 46

Pages 525-530

Doi: 10.15405/epfe.23081.46

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Original Article

Exploring the Customers Perception on ESG Towards Malaysian Electricity Utility Company

Nisaa Husnina Zulkifli
,
Nurul Nadhirah Amalina Ahmad Taufik
,
Muhummad Khairul Islam
,
Amar Hisham Jaaffar
,
Huzairin Mohd Radzi

Keywords: Customers’ perception, ESG, Malaysian electricity utility provider, sustainability

Article no: 48

Pages 542-550

Doi: 10.15405/epfe.23081.48

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Original Article

Innovation and Digital Transformation in UAE Public Services: Reactive to Proactive

Ahmed Aly Shaban Abdelmoteleb
ORCiD ,
Puteri NE Nohuddin
ORCiD

Keywords: Customer Satisfaction, Customer Experience, Digital Transformation, Government Services, Innovation, Proactive Services

Article no: 4

Pages 38-54

Doi: 10.15405/epsbs.2023.11.02.4

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Original Article

Customer Citizenship Behaviour, Value Co-Creation and Tax Compliance: Malaysian Perspective

Nurul Ezhawati Abdul Latif
,
Ida Suriya Ismail
,
Nadiah Abd. Hamid
,
Nuridayu Yunus

Keywords: Customer Citizenship Behavior, Tax Compliance, Tax Professionals, Value Co-Creation

Article no: 91

Pages 1123-1135

Doi: 10.15405/epsbs.2023.11.91

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Original Article

Service Quality and Customer Loyalty Among Foreign Users of Malaysian Telecommunication Services

Jegatheesan Rajadurai
ORCiD ,
Zuliawati Mohamed Saad
ORCiD ,
Hazirah Adlina Mohammad Hazani
,
Siti Aqilah Razali
,
Nurul Nadjwa Khairul Affendi

Keywords: Service quality, customer loyalty, telecommunication services, foreign users

Article no: 60

Pages 671-686

Doi: 10.15405/epfe.23081.60

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Original Article

Exploring, Categorizing, and Prioritizing the ESG Factors for Organizational Sustainability

Muhummad Khairul Islam
ORCiD ,
Nisaa Husnina Zulkifli
,
Erna Farina Mohamed
,
Amar Hisham Jaaffar
ORCiD ,
Huzairin Mohd Radzi

Keywords: AHP, Customers’ Expectations And Perceptions, ESG, Malaysian Electricity Utility Provider, QFD, Sustainability

Article no: 18

Pages 220-236

Doi: 10.15405/epsbs.2023.11.18

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Original Article

Impact of Social Media Usage on Organisation Performance: Lesson From Covid-19 Pandemic

Siti Norhidayah Toolib
ORCiD ,
Wan Noordiana Wan Hanafi
ORCiD ,
Mafuzah Mohamad
ORCiD ,
Nur Lydia Natasha Mohd Dzurkarnain

Keywords: Social media, marketing and branding, customer relations and services, ınformation accessibility, organizational performance, small medium enterprise (SMEs)

Article no: 57

Pages 638-647

Doi: 10.15405/epfe.23081.57

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