A Case Study of Supply Chain Management in a Manufacturing Company in China

The article presents the analysis of the relations between the demand for steel products and the prices of steel and raw materials (coking coal) on the European market based on the monthly data in the period 2003-2011. The analysis of those relations was conducted with the use of Structural Vector Error Correction Model (SVECM), which allowed to determine the impact of the supply of raw materials and the demand for steel products on the prices of steel products. The results obtained indicate that steel market is in long run equilibrium. The price of coking coal is the dominant variable in the system, and the prices of crude steel depend on the prices of raw materials and the demand for steel products. The price of steel is not the Granger cause for the remaining variables. As expected, the system reacts both to the increase in the demand for steel products and the increase in the prices of raw materials. The forecasts obtained using the model are valid enough and can be treated as reference points by the participants of the steel market.

The research investigates the impact of Total Quality Management (TQM) on Supply Chain Management (SCM) in five-star hotels in Saudi Arabia, focusing on how integrating TQM principles can enhance operational efficiency, reduce costs, and improve customer satisfaction within the hospitality sector. The study emphasizes the convergence of TQM and SCM, highlighting continuous improvement, a culture of quality, and customer satisfaction as key impacts of TQM on SCM. TQM encourages organizations to evaluate and enhance processes continuously, leading to more streamlined and efficient supply chains. The integration of TQM principles into SCM processes aims to achieve higher levels of customer satisfaction, improved product quality, reduced costs, and increased operational efficiency. Several challenges in implementing TQM in Saudi five-star hotels are identified, including communication barriers, resistance to change, and resource constraints. The study proposes a comprehensive strategy for successful TQM and SCM integration, emphasizing leadership commitment, employee involvement, and the use of advanced technologies for real-time data sharing and performance monitoring. The findings are significant for hotel managers and decision-makers, providing evidence-based recommendations for implementing TQM principles to optimize supply chain processes. By adopting TQM practices, five-star hotels in Saudi Arabia can enhance their operational performance, achieve cost optimization, and ensure high levels of customer satisfaction, ultimately gaining a competitive advantage in the dynamic hospitality industry.

In today’s highly competitive banking environment, customer satisfaction has emerged as a critical factor for sustaining long-term profitability and growth. This research paper investigates the relationship between customer relationship management (CRM) strategies and customer satisfaction levels, using ICICI Bank as a case study. The objective is to evaluate how the bank’s CRM initiatives—such as personalized services, digital banking tools, grievance redressal systems, and customer engagement programs—impact overall satisfaction and loyalty among its customers. Primary data was collected through a structured questionnaire administered to 100 ICICI Bank customers across different age groups and income levels. The study employs descriptive and inferential statistical tools to analyse customer perceptions and identify key drivers of satisfaction. Findings reveal that efficient digital services, prompt issue resolution, and relationship-based banking significantly influence customer satisfaction. However, areas such as responsiveness and personal touch show potential for improvement. The study concludes that while ICICI Bank has implemented strong CRM strategies, consistent upgradation and personalization are vital to meeting evolving customer expectations. These insights can guide banks in refining their CRM approaches to enhance customer retention and trust.

The problems faced in this study include (1) How does BNI ATM service influence in terms of direct evidence (tangibles) on the level of customer satisfaction at BNI Tasikmalaya Branch? (2) How does BNI ATM service influence in terms of reliability on the level of customer satisfaction at BNI Tasikmalaya Branch? (3) How does BNI ATM service influence in terms of responsiveness on the level of customer satisfaction at BNI Tasikmalaya Branch? (4) How does BNI ATM service influence in terms of assurance on the level of customer satisfaction at BNI Tasikmalaya Branch? (5) How does BNI ATM service influence in terms of empathy on the level of customer satisfaction at BNI Tasikmalaya Branch? (6) How does BNI ATM service influence which consists of direct evidence (tangibles), reliability, responsiveness, assurance, and empathy on the level of customer satisfaction at BNI Tasikmalaya Branch? The purpose of this study was to study, determine, and analyze the influence of ATM services (tangibles, reliability, responsiveness, assurance, and empathy) on the level of customer satisfaction at BNI Tasikmalaya Branch. The method used in this study was an explanatory survey, while the technical data analysis was validity testing, reliability testing, descriptive statistics, Inductive Statistical Analysis with Multiple Regression. The results of the study inform that (1) Tangibles have a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if tangibles are increased, the level of customer satisfaction will also increase. (2) Reliability has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if reliability is increased, the level of customer satisfaction will also increase. (3) Responsiveness has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if responsiveness is increased, the level of customer satisfaction will also increase. (4) Assurance has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if direct evidence (tangibles), reliability, responsiveness, assurance and empathy are increased, then the level of customer satisfaction will also increase. (5) Empathy has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if empathy is increased, then the level of customer satisfaction will also increase. (6) Direct evidence (tangibles), reliability, responsiveness, assurance and empathy have a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if direct evidence (tangibles), reliability, responsiveness, assurance and empathy are increased, then the level of customer satisfaction will also increase.

Purpose of the study: The purpose of this study is to examine the level of customer satisfaction and the influencing factors affecting customer satisfaction with the GrabCar service. Methodology: The data were collected using a self-administered questionnaire through an online survey from 211 respondents who have experience of using the GrabCar service more than two times in the last six months. The data were analyzed using SPSS version 23. Main Findings: The results revealed that the level of customer satisfaction with the GrabCar service is encouraging. The results also showed that price, cleanliness, accessibility, and safety significantly influence customer satisfaction with the GrabCar service. Applications of this study: This study assisted marketers and the transportation company better to understand the key drivers of the GrabCar service to generate and uphold customer satisfaction and loyalty as well as fidelity in an incredibly intricate market. Novelty/Originality of this study: The understanding towards variables that affect consumers’ levels of satisfaction is essential because it will determine a consumers’ intention to continue or to stop using a service, to promote the service through word of mouth, or to be loyal to the service.

Pricing is a process to determine how much income will be obtained or received by the company from the products or services produced. Incorrectly setting prices can have various consequences. Price fixing actions that violate ethics can cause business actors to be displeased by buyers or consumers, even buyers or consumers can take a reaction that can bring down the good name of business actors. This study uses a qualitative approach, with data collection techniques using documentation, observation and interviews. The informants are factory owners, employees and sellers and buyers at the Durdi Lempong tofu factory, Ketapang District, Sampang Regency. While checking the validity of the data obtained through extended observations, increased persistence in research and triangulation. Based on the results of the study, the researcher can conclude that: first, the process of determining the price of tofu at the Durdi Lempong tofu factory, Ketapang District, Sampang Regency is based on the price of soybean raw materials, market demand, employee salaries and factory operating costs. Where the costs incurred at the factory will affect the pricing of tofu at the Durdi Lempong tofu factory, Ketapang District, Sampang Regency. Second, in terms of market mechanisms, in general Ibn Taimiyah places great emphasis on the free market principle, namely prices occur naturally from supply and demand factors, purchasing power factors, production cost factors and others without government intervention. So from the free market system adopted by the father of economics Ibn Taimiyah, there is a discrepancy in the Udi Srikandi tofu factory, namely the price of soybean raw materials where the price of the raw material has government intervention

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

In the food service industry, both the quality of products and the standard of service are vital in determining customer perceptions and satisfaction levels. This study aims to explore the major factors that affect service quality in Indian restaurants and examine their influence on customer satisfaction (Berezina, 2010, International Journal of Contemporary Hospitality Management, 24[7], 99–1010). The study seeks to assess service quality and customer satisfaction levels through the application of factor analysis, correlation and regression techniques. Data were collected from 630 randomly selected customers, and the analysis was conducted using IBM SPSS Statistics 24 and AMOS (Adriatico, Razalan, Pagbilao, Afalla, & Dela Cruz, 2022, Academic Journal of Interdisciplinary Studies, 11[3], 30). The key service quality dimensions were classified into four categories: Process-related (take-away order system, order tracking, food preparation time), people-related (customer focus, peer influence, special attention to customer needs), physical environment (walking space, restaurant design, directional signage) and performance-related (food temperature, presentation, portion size) (Abdul Razak, Mohd Aminuddin, & Ghazali, 2019, Progressing Beyond and Better: Leading Businesses for a Sustainable Future, European Publisher). Weighted means were employed to describe service quality and customer satisfaction, while multiple regression analysis was used to determine the predictors of satisfaction. A structured model was then developed to offer a framework for enhancing service quality in the restaurant sector. Focusing on these critical dimensions enables businesses to improve customer satisfaction, foster loyalty and achieve sustained success.

This study investigated the quality of service of the health and fitness center as assessed by the clients in terms of reliability, responsiveness, assurance, empathy, and tangibles; the clients’ level of customers satisfaction on the services of the health and fitness center; the clients’ consumer behavior towards the services of the health and fitness center; and the business performance of the health and fitness center in terms of customer loyalty and customer retention rate. Further, it probed the relationship between the quality of service and clients’ level of customer satisfaction on the health and fitness center’s services; between the clients’ level of customer satisfaction and consumer behavior towards the health and fitness center’s services; and between the quality of service and business performance of the health and fitness center. It also ascertained whether service quality, level of customer satisfaction and level of consumer behavior could predict the business performance of the health and fitness center. This study utilized the descriptive-correlational research design, which involved 300 randomly selected clients of the Oxygen Gym Health and Fitness Center, in Kuwait, UAE. Findings revealed that the respondent-clients ‘strongly agree’ with an overall average of 3.48 to the quality of service of the health and fitness center, the Oxygen Gym, as to its services. The respondent-clients’ level of satisfaction on the services of health and fitness center was ‘very high’ with an overall weighted mean of 3.51. The respondent-clients ‘strongly agree’ with an average weighted mean of 3.50 to all the indicators of customer behavior, such as psychological, personal, social and cultural factors, towards the services of the health and fitness center. Results also revealed that the degree of customer loyalty as a qualitative measure of the Oxygen Gym’s business performance was very high. Results also shown that there was a significant relationship between level of customer satisfaction and consumer behavior towards the health and fitness center’s services

This research aimms to examine the inflluence of product quality, service quality and facilities on customer satisfaction at Pondok Jahe Geprek Samsudin. In this a research, quantitative methods were used with a descriptive design. The sampling technique uses a purposive samplings. So, data was collected using a questionnaire distributed to customers who bought food or drinks at Pondok Jahe Geprek with a total of 75 respondents. This research instrument is a ratio scale and data analysis uses multiple linear regression. It was found that the product quality variable (X1) partially did not have a significant influence on customer satisfactions, with a calculated t value of 0.188 < 1.993 t table and a significance value of 0.852 > 0.05. Then the service quality variable (X2) partially has a significant effect on the customer satisfaction variable, with a calculated t value of 2.834 > 1.993 t table, and a significance value of 0.006 < 0.05. Then, the facility variable (X3) partially does not have a significant influence on customer satisfaction, with a calculated t value of 1.664 < 1.993 and a significance value of 0.101 > 0.05. Apart from that, simultaneously all x variables have an influence on the y variable with the calculated f value of 3.984 > 2.73 f table and a significance value of 0.018 < 0.05. The implication of these findings is that service quality has a significant influence on the level of partial customer satisfaction. Then product quality, service quality and facilities simultaneously have an impact or influence on the level of customer satisfaction. The conclusion of this a research is that the variables of products quality, service quality and facilities have been proven to simultaneously influence the level of customer satisfaction. Suggestions for future researchers are to increase the number of research samples and examine other variables it that have not being study and have the possibility of influencing the customer satisfaction variable.

Ensuring high service quality in the taxi service sector is critical for achieving customer satisfaction, which is a serious metric for organisational success and longevity. This study examines the levels of customer experience and satisfaction towards the app-based taxi service in Iraq. A questionnaire was distributed to 223 participants to assess their level of customer satisfaction in terms of driver behaviour, price fairness, time reliability, and stakeholders, and the mediating role played by customer service in the relationship. Smart PLS was used to analyse the data. The results revealed that all four variables have a considerable influence on consumer satisfaction. Customer satisfaction is positively influenced by time reliability and stakeholder performance but negatively impacted by driver behaviour and price fairness. These variables subsequently have a large effect on customer service as the mediating variable. The findings highlight the significance of these aspects in improving the overall quality of taxi services and customer satisfaction in Iraq.

Pharmaceutical service is a form of health service in pharmacy as an inseparable unit that plays a significant role in improving the quality of life of patients and also increasing patient satisfaction. Based on the preliminary study, the services whose provided by the Ganesha Farma Pharmacy staff are less satisfying to consumers, related to the friendliness of the pharmacy staff and the lack of provision of drug information by pharmacy staff. Therefore, in this study, it is expected to know the level of customer satisfaction at the Ganesha Farma Pharmacy, Lamongan Regency. The purpose of this study was to determine the level of customer satisfaction with pharmaceutical service at Ganesha Farma Pharmacy in Lamongan Regency. The type of research was descriptive with a quantitative approach. The sampling method was non-probability sampling with the purposive sampling technique. The samples obtained were 100 respondents. The method of calculating the level of customer satisfaction was the Customer Satisfaction Index (CSI) method. The results showed that the level of satisfaction at the reliability dimension of 70.8% (satisfied), responsivenesss 68.8% (satisfied), assurance 69% (satisfied), empathy 69.8 (satisfied), tangible 69.4% (satisfied). The conclusion of this study is the level of customer satisfaction towards pharmaceutical services at Ganesha Farma Pharmacy, Lamongan Regency is 69.56% with the satisfied category. Keywords: L evel of customer satisfaction, Pharmacy, Pharmaceutical services

The Structural Equation Model of Causal Factors Affecting on The Customer Satisfaction Level to Transportation Providers of Fruits in Thailand

<p align="justify">This research was conducted to determine the effectiveness of the customer satisfaction index method in measuring the level of customer satisfaction at PT SSN. MSCI is a method that measures the level of overall satisfaction with an approach that considers the level of importance and level of satisfaction. Measurement is a series of activities that aim to determine the value of a quantity in the form of numbers (quantitative). Customer satisfaction is a result of a comparison between expectations of the performance obtained after using a product or service. Indicators of customer satisfaction consist of; product security, product handling on delivery, service (service), ease of obtaining products and product information. In this study, the authors used qualitative research methods, where data collection techniques were carried out through direct observation, namely collecting data by directly dealing with the research object by giving questionnaires and also interviews, namely collecting data by asking directly to related parties. Based on the results of calculations using the customer satisfaction index method, it can be concluded that PT SSN's customer satisfaction level is very satisfied with the services provided, this is evidenced by the acquisition of a CSI score of 81.8. The effectiveness of the Customder Performance Index (MCSI) method in measuring customer satisfaction is very useful and useful for PT SSN Jakarta, because it can determine the level of customer satisfaction and can make anticipation in order to maintain customer loyalty and become an effective and efficient marketing tool.</p><p align="left"><strong>Keywords: </strong>Customer Satisfaction Index Method, Measurement, Customer Satisfaction.</p>

The usage of technology-based banking services (TBBS) in India is on rising. The banking customers are using a variety of TBBS as per their requirements. The purpose of the study is to assess customer service quality perception and satisfaction towards TBBS provided by commercial banks in India. The present study used SSTQUAL scale to assess customer service quality perception and customer satisfaction. The study also estimated banking customer’s behavioral intentions regarding their future use of such services. The study surveyed 750 customers based on convenience sampling method of fifteen selected banks operating in India. For the purpose of the study, an equal number of banks from public sector banks, private sector banks, and foreign banks included in the survey. The findings of the study revealed the moderate level of Customer service quality perception and satisfaction towards TBBS provided by selected banks. The study results showed that private sector banks have the highest level of customer service quality perception and customer satisfaction as compared to the Public sector and foreign banks. The findings also validated that customer satisfaction is an antecedent of customer behavioral intentions. The study provides an assessment of customer service quality perception and customer satisfaction towards TBBS provided by selected banks. The bank leaders may get benefited from the results of the study. The bank leaders may work on functionality, customization, design and Enjoyment dimensions of TBBS to make customer satisfied. While making bank customer to reuse the TBBS bank leaders can work on assurance dimension of TBBS.