Self-Service Optimization: Comprehending Customer Satisfaction

Abstract

<p><em>Today, washing clothes is a separate problem for some people. This is because not a few people have very busy activities in their daily lives. Indirectly, they decided to use a laundry service which was considered fast and efficient due to the limited time they had. Self-service laundry service is a laundry service that has a customer service system that will wash their own clothes at the laundry in a short time. Self-service based methods have developed very rapidly in various business sectors. This study purpose is to determine the level of customer satisfaction and their level of loyalty to self-service-based laundry services. This study uses the SEM-PLS analysis method. Data is obtained through observation with business owners/supervisors in order to understand the patterns and mechanisms of implemented marketing communications. As well as distributing an online questionnaire based on The Flower of Service which was filled in by 302 respondents to understand the level of customer satisfaction. This study reveals that self-service-based laundry services are supported by optimizing business strategies, especially in digital-based integrated service marketing communications that have been carried out. The results of the study revealed that customers stated quite high levels of satisfaction and loyalty. This research contributes to the service marketing literature by revealing the perspectives of customer satisfaction and loyalty in self-service-based service businesses. There have been many studies conducted to discuss this laundry service business. However, there are no research findings regarding Self-service Optimization. </em></p>

Tailoring the future of MSME marketing: A study on leveraging customer data for personalized experiences

“…Personalized customer experiences can also improve marketing efficiency by reducing unnecessary marketing costs and increasing advertising and promotion effectiveness. By tailoring marketing messages to customer preferences and needs, companies can reach more relevant customers and have the potential to become loyal customers (Suryawijaya et al, 2023). However, there are several challenges to be overcome in implementing a personalized customer experience.…”

“…In addition, relevant research also shows that the use of customer data by SMEs can improve marketing efficiency. Personalized customer data can make the relationship between customers and business actors significantly influence customer engagement (Suryawijaya et al, 2023). This is especially the case because customers feel more understood and valued as individuals, so they tend to respond positively to brands or products that offer a more personalized experience.…”

“…Additionally, the business can promote sustainable consumption by providing customers with information about the environmental impact of their purchases (Zalova & Karaduman, 2018;Taghizadeh et al, 2021). By doing so, the business can create a sense of social responsibility among its customers, which can lead to increased loyalty and positive word-of-mouth marketing (Suryawijaya et al, 2023). In conclusion, SCO is an approach that combines personalized marketing and sustainability practices to optimize the customer experience.…”

“…In addition, companies may also face challenges in maintaining the security and privacy of customer data. The use of customer data in marketing and personalized customer experiences has the potential to improve a company's business performance (Suryawijaya et al, 2023). However, there are still challenges in making effective use of customer data, especially for SMEs who may have limited resources and technical expertise.…”