E-Customer Profiling Technology in Service Industry
Yakob Utama Chandra1, Meyliana2, Achmad Nizar Hidayanto3, Harjanto Prabowo4
1Yakob Utama Chandra, Information Systems Department, School of Information Systems, Bina Nusantara University, Jakarta, Indonesia.
2Meyliana*, Information Systems Department, School of Information Systems, Bina Nusantara University, Jakarta, Indonesia.
3Achmad Nizar Hidayanto, Faculty of Computer Science, Universitas Indonesia, Depok , Indonesia.
4Harjanto Prabowo, Management Department, BINUS Business School, Undergraduate Program, Bina Nusantara University, Jakarta, Indonesia.
Manuscript received on January 17, 2020. | Revised Manuscript received on January 25, 2020. | Manuscript published on February 10, 2020. | PP: 1390-1397 | Volume-9 Issue-4, February 2020. | Retrieval Number: D1644029420/2020©BEIESP | DOI: 10.35940/ijitee.D1644.029420
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Service companies are very customer oriented in serving the needs of the customer. Higher services require competitive advantage in companies, including customer identification or e-customer profiling. The aim of this qualitative research is to determine the trend of the tecService companies are very customer oriented in serving the needs of the customer. Higher services require competitive advantage in companies, including customer identification or e-customer profiling. The aim of this qualitative research is to determine the trend of the technology used for e-customer profiling or customer identification, so that service companies obtain customer information deeper and more accurately with customer identification. The research question in this study is “what is the technology used for e-customer profiling in the service sector?”. By using literature research, there are 39 technologies that support e-customer profiling in service companies. The most service companies in this study are banking and financial services, hospitality and other services. 11 technologies used include data mining, big data analysis, customer data platforms, data management, demographic data, digital identity, machine learning, biometric recognition, CRM, social network analysis and transaction data. Apart from the 11 technologies used, there are several other technologies that are currently starting to develop, such as blockchain technology, social CRM, semantic web, etc. Service companies may also consider using the latest technology according to the needs of service companies in e-customer profiling such as competitive advantage. Keywords: customer identification, e-customer profiling, services industry, technology used.hnology used for e-customer profiling or customer identification, so that service companies obtain customer information deeper and more accurately with customer identification. The research question in this study is “what is the technology used for e-customer profiling in the service sector?”. By using literature research, there are 39 technologies that support e-customer profiling in service companies. The most service companies in this study are banking and financial services, hospitality and other services. 11 technologies used include data mining, big data analysis, customer data platforms, data management, demographic data, digital identity, machine learning, biometric recognition, CRM, social network analysis and transaction data. Apart from the 11 technologies used, there are several other technologies that are currently starting to develop, such as blockchain technology, social CRM, semantic web, etc. Service companies may also consider using the latest technology according to the needs of service companies in e-customer profiling such as competitive advantage.
Keywords: Customer Identification, E-customer Profiling, Services Industry, Technology used.
Scope of the Article: Bio-science and Bio-technology