Within analytical customer relationship management (CRM), customer acquisition models suffer the most from a lack of data quality because the information of potential customers is mostly limited to socio-demographic and lifestyle variables obtained from external data vendors. Particularly in this situation, taking advantage of the spatial correlation between customers can improve the predictive...

Sanction lists as published by national and supranational organizations contain details on sanctioned entities. Those lists have to be obeyed in order to avoid legal implications. Yet, sanction lists are of very low information quality. Nevertheless, regulatory compliance demands, that organizations check their customer master data against sanction lists. We analyze sanction lists in this contr...

Customer relationships in services have been insufficiently studied compared to service interactions. In this paper findings from research on relationships within industrial marketing are applied to consumer services. To manage customer relationships new concepts are needed in addition to those used in static service quality models. A conceptual framework is presented where perceived service qu...

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...

In many services such as primary health care, financial and legal consulting, repair services, hospitality and education, the quality or value provided by the service increases with the time spent with the customer. However, longer service times (slower service rates) result in longer waits for customers. We term such services, in which the interaction between quality and speed is critical, as ...

Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer s...

The quality of service which could be delivered by the U.S. healthcare system is in contrast with the customer’s perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines how—by using an analytical f...

Technological and economical development has forced companies in competitive markets, to change their strategic focus, as a result of which the Customer oriented organization is on the rise. In order to stay ahead of the competition, companies are increasingly turning to their customers as a means of securing their future competitive edge. CRM has become the mantra for success and developing cl...