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All Journal BISMA (Bisnis dan Manajemen) Vifada Management and Social Sciences
Ilyas, Muh. Fadhel G Bata
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Humanities Decision Sciences, Operations Research & Management Physics Social Sciences

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Customer Service Improvement Strategies in Operations Management Haris, Abdul; Indriani, Dian; Ilyas, Muh. Fadhel G Bata
Vifada Management and Social Sciences Vol. 2 No. 1 (2024): January - June
Publisher : Yayasan Vifada Cendikia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70184/eawyft83

Abstract

This study aims to explore and identify effective customer service improvement strategies within the framework of operations management, focusing on the integration of advanced technologies, comprehensive employee training, multi-channel service delivery, and the use of customer feedback. A mixed-methods approach was employed, combining quantitative surveys and qualitative interviews. The sample included 200 customer service managers and frontline employees from various industries. Data were analyzed using descriptive and inferential statistics for the quantitative data and thematic analysis for the qualitative data. The study reveals that integrating AI and CRM systems significantly enhances service efficiency and customer satisfaction. Comprehensive employee training programs are crucial for leveraging technological advancements and meeting evolving customer expectations. Effective multi-channel service delivery requires integrated platforms and trained employees to provide consistent customer experiences. Actively seeking and using customer feedback for strategic planning fosters trust and loyalty. Aligning customer service initiatives with overall business goals ensures that these efforts support broader strategic objectives, driving organizational success. The findings provide a robust framework for businesses to enhance their customer service operations. Companies can achieve superior customer satisfaction and operational efficiency by adopting a holistic approach integrating technology, training, multi-channel service, and customer feedback. The study’s comprehensive approach offers valuable insights for academic research and practical application in customer service management.
Swipe, watch, buy: the hidden power of enjoyment, urgency, and influencers in live shopping Ilyas, Gunawan Bata; Ilyas, Muh. Fadhel G Bata; Ginting, Yanti Mayasari; Tai, Quach Minh; Irfan, Andi
BISMA (Bisnis dan Manajemen) Vol. 17 No. 2 (2025)
Publisher : Universitas Negeri Surabaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/bisma.v17n2.p217-242

Abstract

This study investigates the key psychological and experiential factors influencing purchase decisions in live shopping environments, focusing on the Indonesian digital marketplace. This study examines how perceived enjoyment, promotional urgency, and influencer marketing affect purchase decisions, both directly and indirectly through consumer trust. It further explores the moderating role of platform experience. Using a quantitative approach with 265 valid responses analysed via Partial Least Squares Structural Equation Modelling (PLS-SEM), the results reveal that all three stimuli significantly influence consumer trust and purchase decisions. Trust is shown to mediate these effects, while platform experience strengthens the impact of the live shopping elements on purchase behaviour. The findings contribute to the growing literature on social commerce and offer practical insights for marketers and platforms seeking to enhance consumer engagement and conversion in live shopping settings. It provides empirical evidence on how perceived enjoyment, urgency-driven promotions, and influencer credibility shape real-time purchase decisions. This study is limited to Indonesia, affecting its broader applicability. Its cross-sectional nature and self-reported data may introduce bias. Future research should explore regional differences, behavioural analytics, and longitudinal studies on evolving consumer behaviours in live shopping.
Co-Authors Abdul Haris Andi Irfan, Andi Dian Indriani Ginting, Yanti Mayasari Ilyas, Gunawan Bata Tai, Quach Minh