Digitalization to Enhance Customer Satisfaction at APM Terminals
marketing, forecasting, finance and accounting, and operations management. Digitalization is enabled by pervasive computing (e.g., cyber systems and the internet of things), delivery models (e.g., cloud computing), data analytics, social media, and mobile computing (Heilig, Schwarze and Vob, 2017). These IT systems transform processes, information flows, and people by facilitating the collection, processing, management, retrieval, and distribution of data. The digitalization of processes is essential for enhancing the customer experience, which consequently increases customer satisfaction (Deloitte, 2013). Though there is no universally accepted definition, customer satisfaction essentially means the extent to which the goods and services provided by a firm meet or exceed the expectations of customers (Kumar, 2016). For businesses, customer satisfaction is crucial for enhancing customer retention, customer loyalty, and… Continue Reading...
