Dietary supplement marketing: The crucial role of psychological factors in customer satisfaction

With the rapid growth of the telecommunications industry in Bangladesh, many people have adopted this communication process. While previous studies have extensively examined the adoption of mobile services, few have focused on customer loyalty and satisfaction in Bangladesh. This study primarily investigates the factors that impact customer loyalty in the Bangladeshi context of the telecommunications industry. The Theory of Reasoned Action (TRA) is used as the underlying theory to explain customer loyalty. A quantitative research strategy was employed, and data was collected through a self-administered questionnaire survey, with 360 out of 382 collected questionnaires being usable for analysis, resulting in a 94.24% usable data response rate. Partial Least Square Structural Equation Modeling (PLS-SEM) with the assistance of Smart PLS 4.0 was used to analyze the collected data. The study's findings indicate that price and consumers' trust significantly affect customer satisfaction and loyalty in Bangladesh and have the same impact on the indirect effect of price and consumers' trust on customer loyalty through customer satisfaction. The proposed model highlights important and significant factors in customer satisfaction and loyalty, allowing telecommunications industry managers to identify the specific antecedents of loyalty and focus their policies on these, particularly in terms of price and consumers' trust in Bangladesh. Furthermore, this study offers numerous theoretical and practical implications for academics and practitioners. While the validation of this model in the telecommunications sector provides a novel perspective on comprehending customer loyalty from both theoretical and practical standpoints, it is important to acknowledge that there might exist additional factors influencing customer loyalty that warrant inclusion in future research endeavors. This research is one of the few to conceptually underpin the theoretical concept of exploring customer loyalty in a developing country like Bangladesh. Similarly, these findings may be applicable to other similar developing countries.

Studying the influencing factors on customer's trust and satisfaction in E-Commerce and adopting appropriate strategies about these factors are among the effective methods in achieving success in E-Commerce area. This article focuses on the study of effective factors on customer's trust and satisfaction in group discount websites. In this research, firstly the factor influencing on customer's satisfaction in E-commerce has been extracted through the conceptual study and the review of literature and the structural equation modeling has been presented. Then, E-questionnaire was given to the customers of group discount websites in Iran in order to evaluate the model and the relationships among the variables of the model. The analysis of the obtained results conducted through Partial least Square method proved the hypotheses of this model. The results of this research have provided with useful insight for those people who work in E-commerce; hence, they can design successful group discount websites based on group purchase income model.

Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)In view of its essential role in knowledge creation, multivariate data analysis prevails in the social sciences literature. The field of tourism is not an exception, specifically in the widely adoption of structural equation modeling (SEM), a multivariate technique, by tourism researchers over the past decade. While there are two major types of SEM including covariance-based SEM (CB-SEM) and variance-based SEM (PLS-SEM), the former dominated previous tourism research. However, increasing use of PLS-SEM in tourism research has been witnessed in recent years. This upward trend is likely to persist in the near future given the growing popularity of PLS-SEM in other social sciences domains like marketing, strategic management, and management information system, as specified in the preface of the book. Indeed, PLS-SEM, in relative to CB- SEM, provides more flexibility in handling of data. For instance, PLS-SEM is well-suited for accommodating small sample sizes and complex model, fortesting a model containing both formative and reflective constructs, and for handling single-item measures. To this end, the timely introduction of the book A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) helps tourism researchers stand at the front edge of the SEM technique and make effective use of the PLS-SEM in data analysis. Additionally, the book illustrates the application of PLS-SEM with a free downloadable software namely SmartPLS which is essential to extend the application of PLS-SEM in tourism research.Authored by Hair, Hult, Ringo, and Sarstedt, the book consists of eight chapters. To equip the readers with the basic knowledge of PLS- SEM, Chapter 1 delineates the meaning of SEM and its relationship with multivariate data analysis, followed by a description of the major elements in multivariate data analysis. Then the basic elements of PLS-SEM are explained. Finally, PLS-SEM is distinguished from its counterpart namely CB-SEM while the major characteristics of PLS-SEM and the conditions where the PLS-SEM are more adequate than CB-SEM and vice versa are discussed. To step in the application of PLS- SEM, Chapter 2 firstly explicates the concepts in structural model specification including mediation, moderation, and higher-order models. Then specification of measurement model is explained with a special focus on the differences between reflective and formative measures. After that, the issues that need to be addressed after data collection are discussed. The chapter ends by creating the model in the SmartPLS is illustrated. With an established model, Chapter 3 focuses on model estimation. The chapter explains the algorithm underpinning the estimation and the statistical properties of the PLS-SEM method, as well as the options and parameter settings for running the algorithm. Following that, the issues about interpretation of results are explained. The final section illustrates the execution of model estimation in the SmartPLS.Based on the model estimation, empirical measures of the measurement and structural models are derived, where evaluation of the models takes place. Chapter 4 exhibits the major steps in model evaluation in the beginning. Thereafter, the chapter explains the evaluation of reflective measurement models according to three major criteria including internal consistency reliability, convergent validity, and discriminant validity, followed by an illustration with the SmartPLS. Chapter 5 explains the assessment of formative measurement models with respect to the criteria of convergent validity, collinearity, and significance and relevance of the formative indicators. The chapter also elucidates the basic concepts of bootstrapping which is used to examine the statistical significance of estimates in PLS- SEM. An illustration of the assessment of formative measurement model in the SmartPLS follows. Chapter 6 continues the topic on model evaluation by focusing on the assessment of structural model. …

Lately, smartphones have had a significant impact on how individuals act, mainly when they shop. In Malaysia, Shopee is the online shopping website that has garnered the most traffic from e-commerce sites. Shopee Express recognizes the importance of customer happiness and brand loyalty in measuring consumer purchasing behavior for long-term performance. Some prior studies have had mixed results on the factors that influence online shopping apps' brand loyalty with the interactive effect of other variables. To contribute to resolving these varied views, this study proposes that customer satisfaction mediates the antecedent factors that influence students' loyalty to the Shopee app. As a cross-sectional online survey, we obtained data from 298 university students using the Shopee application. Partial least squares structural equation modeling (PLS-SEM) was used to analyze data, whereby the results confirmed a significant effect of the accuracy of delivery on brand loyalty and customer satisfaction, the price of delivery and customer satisfaction, and information quality on brand loyalty and customer satisfaction. Furthermore, easy payment also significantly affected brand loyalty and customer satisfaction, and customer satisfaction mediates delivery accuracy and brand loyalty, the price of delivery, information quality, and the brand loyalty link of students to the Shopee application. This study's novelty is uncovering the intervening role of customer satisfaction in the antecedent factors of brand loyalty of the Shopee app. This study further contributes by providing helpful information to the stream of online logistic firms like Shopee to meet client needs and by providing valuable insights for scholars.

Customer satisfaction is a critical factor in ensuring business sustainability, particularly in service industries that rely on customer interaction. In the context of complaint handling, the effectiveness of consumer complaint services plays a key role in shaping customer experience, which in turn influences satisfaction levels. PT Jasa Raharja, as a state-owned social insurance company, faces challenges in improving the quality of its complaint services, with a significant increase in the number of complaints each year. However, surveys reveal persistent issues such as slow response times, lack of concrete solutions, and limited accessibility—factors that negatively impact both customer experience and satisfaction. This study aims to identify complaint service indicators that influence customer experience and satisfaction, and to explore the mediating role of customer experience in this relationship. A quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) and mediation analysis was employed. The findings indicate that complaint services significantly affect both customer experience and satisfaction. Furthermore, customer experience significantly mediates the relationship between complaint services and customer satisfaction. These results highlight the importance of enhancing complaint service quality to foster positive customer experiences and improve overall satisfaction.

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.

Customer experience (CX) has received substantial attention in empirical research in the recent past. While there has been growing research interest in customer experience, few studies have examined its relationship with other concepts such as customer loyalty, customer satisfaction and service quality. This study investigates the relationship between customer experience and customer loyalty in retail banking with multiple channels of distribution. Further, the study seeks to advance research on the relationship between customer experience and customer loyalty by exploring the mediation roles of customer satisfaction and service quality in the retail banking industry in South Africa. The South African retail banking industry is increasingly competitive and regularly confronted with new entrants. Technological innovations, regulatory requirements, changing customer expectations, demographics and new non-traditional industry entrants are disrupting the banking industry. The services offered by retail banks are highly undifferentiated and hence there is a need for banks to look for other ways to compete than through differentiation of products. When one of the banks introduces a new service to the market, other banks typically follow suit quickly by imitating it. Subsequently, core services offered by all banks tend to be very similar in nature and form. In addition, customers are highly knowledgeable and selective, and they are increasingly raising their expectations in terms of the quality of services they receive from the banks. In view of this, banks therefore need to have a clear understanding of their customers’ needs and develop relevant offerings that can retain their customers. Relationship marketing is believed to be one of the ways in which banks can create long-term relationships with their customers, thereby gaining their loyalty. Specifically, focusing their efforts on creating advantageous customer experiences, essential to forming long-term loyal relationship with the customers. Thus, this study is aimed at determining the relationship between customer experience and customer loyalty. This is achieved by exploring the influence of selected constructs, namely service quality and customer satisfaction, in order to analyse the role of customer experience as a predictor of loyalty. To achieve the objectives of the study, a quantitative descriptive research approach that was cross-sectional in nature was adopted. A non-probability convenience sampling method was followed to select a sample of 500 bank customers across the Durban region in KwaZulu-Natal, South Africa. A questionnaire was developed from validated measurement scales from previous studies and a literature review. Data was collected by means of a self-administered questionnaire that was distributed physically and online to bank customers. A total of 466 responses was received from the data collection process. The Statistical Package for the Social Sciences (SPSS) 24.0 and Smart Partial Least Square (SmartPLS4) were used to analyse the data. Using data from the survey and Partial Least Squares Structural Equation Modelling (PLS-SEM), a theoretical model was created and empirically tested. This model indicates that customer loyalty can be achieved by improving customer experiences, enhancing service quality and improving customer satisfaction. The results of descriptive statistics indicated an overall mean below 2.5. The presentation then progressed to the SEM analysis, which was done in two stages. The first stage examined the measurement model. As stated, the model in this study is a reflective hierarchical model. The CX construct is a reflective-reflective HOC, and its dimensions of feeling, behavioural, sensorial, cognitive and social are the LOCs; hence, a repeated indicator approach was used to assess the measurement model. The reliability of the reflective measurement model was assessed using indicator reliability, Cronbach’s alpha and composite reliability (rho_c). The convergent validity of the constructs was examined using AVE, while the Fornell Larker technique and the heterotrait-monotrait (HTMT) ratio were used to assess the discriminant validity of the constructs. Thus, using CFA, the validity by means of convergent and discriminant validity as well as the reliability of the model were established. After the measurement model was deemed fit, the structural model was examined by means of path coefficients, variance explained (R2 ) and predictive relevance (Q2 ). The R2 results for the structural model were above 0.65 for all variables, which is considered a substantially good fit, while the Q2 the values obtained were 0.616, 0.694 and 0.712 for customer loyalty, customer satisfaction and service quality respectively. The model was found to be satisfactory for both measurement and structural models, after which relationships among variables were tested for significance. All relationships were found to be positive and significant The results show the key role of customer experience and its impact on customer loyalty and that this relationship is mediated by customer satisfaction and service quality. These findings contribute towards improving the theoretical knowledge of the influence of customer experience on loyalty, and guide retail banks in developing and implementing appropriate customer experience strategies.

Many research studies suggest that the increasing competitiveness of the global economy emphasizes the importance of identifying the drives of sustainable competitive advantage in the intangible domain. This research aims to, according to resource-based theory of the enterprise, model corporate reputation as an invisible resource of the enterprises that enables the creation of the various advantages such as customer satisfaction and gaining loyal customers that further leads to creating competitive advantage and superior business performance. The research aim is to determine the significance and intensity of the simultaneous relationships between corporate reputation, presented as a construct composed of two elements: competence and likeability, and customer satisfaction and customer loyalty. It seeks to determine the significance of the mediator customer satisfaction in the relationship between corporate reputation and customer loyalty. Research data are collected by a survey questionnaire fulfilled by 116 respondents to participate in the research on enterprises from the telecommunication sector of transition economy Republic of Srpska, Bosnia and Herzegovina. To test the proposed research model partial least squares structural equation modelling (PLS-SEM) is applied. Prior to application of the PLS-SEM certain preliminary data and sample analysis are performed. The presence of outliers and requirements of the sample size for PLS-SEM evaluation are examined. To determine whether final sample size is appropriate to conduct PLS-SEM analysis both rule of thumb and results of the analysis made by G*Power software were used. Construct likeability has nearly two times stronger direct effect on customer satisfaction compared to other element of corporate reputation called competence. Only one element of corporate reputation called likeability has significant direct effect on final target endogenous construct customer loyalty. Customer satisfaction has strong significant direct effect on customer loyalty. Beside direct effects of the latent constructs corporate reputation and customer satisfaction on customer loyalty, mediation analysis is performed to test the significance of the mediator called customer satisfaction. Research results indicate the importance of the mediator customer satisfaction in the relationship between corporate reputation and customer loyalty. According to them, both elements of corporate reputation have significant indirect effect on customer loyalty. Likewise, research results enable ranking of the exogenous factors that create and improve corporate reputation. Directing the management attention towards improving certain exogenous factors ensures the development of certain corporate reputation elements – competence and likeability, and provides efficient and effective corporate reputation management. It is revealed that corporate social responsibility, promoting products’ and services’ quality and better business performances improve competence element of corporate reputation, while corporate social responsibility and investments into raising the attractiveness of the enterprise positively influence sympathy and likeability of the enterprises from a stakeholder perspective.

<p><em>The main objective of this study is to examine the effect of customer purchase style, satisfaction, and purchase intention toward plant-based burgers. Second, to find out the effect of customer satisfaction and purchase intention among Non-Vegetarian in the city of Jakarta, Indonesia. This study uses a mixed approach (qualitative and quantitative. The data was gathered from 20 interviewed participants and 205 respondents of non-vegetarian customers of plant-based burgers in Jakarta. The qualitative data analysis was carried out using NVIVO 12 Pro, while the quantitative data analysis was carried out using Structural Equation Model – partial Least Square (SEM-PLS) using SmartPLS3. The Results of qualitative analysis find that the informants were perceived positively or impressed with plant-based burgers in terms of achievement, value and idea. The result of quantitative analysis shows that customer purchase style (hedonic and utilitarian) has a positive and significant effect among non-vegetarian customers in Jakarta. Customer purchase style (hedonic and utilitarian) has a positive and significant effect on purchase intention among non-vegetarian customers in Jakarta. Customer purchase style (hedonic and utilitarian) has a positive and significant effect on customer satisfaction among non-vegetarian customers in Jakarta. Customer satisfaction has a positive and significant effect among non-vegetarian customers in Jakarta. Customer satisfaction has a positive and significant effect on purchase intention among non-vegetarian customers in Jakarta. Though it was not hypothesized, Customer satisfaction mediates the effect of customer purchase style among non-vegetarian customers in Jakarta. Finally, customer satisfaction mediates the effect of customer purchase style on purchase intention among non- vegetarian customers in Jakarta</em></p>

Objective - The objective of this study is to investigate the determinants of customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic. Methodology/Technique - Website quality, service quality, price, and convenience were hypothesised to explain customer satisfaction towards mobile food delivery apps. 200 respondents were recruited using convenience sampling. Due to COVID-19, the data collection was done using Google Form which consisted of respondents' profile and measurements for all the constructs in this study. All the instruments of the variables were adapted from previous studies. Partial Least Square Structural Equation Modeling (PLS-SEM) was performed to assess the measurements' validity and test the relationship among the variables. Findings - Convergent validity and discriminant validity which were assessed via measurement model were satisfactory. The R-square value obtained was 0.565. This indicates that, the model explains customer satisfaction by 56.5% towards mobile food delivery apps during the COVID-19 pandemic. The findings show that website quality and convenience have significantly influenced customer satisfaction towards mobile food delivery apps. Service quality and price, however, were found insignificant. Website quality has been found as the most important predictor of customer satisfaction. Novelty - This study provided an insight into the customer satisfaction towards the mobile food delivery apps from the new norm of COVID-19 measured perspective. The apps' website quality and the convenience of using the apps were revealed as important factors that impact customer satisfaction significantly during the pandemic period. Type of Paper - Empirical. Keywords: Customer Satisfaction; Mobile Food Delivery Apps; COVID-19; Website Quality; Service Quality; Price; Convenience. JEL Classification: M15

Aims: This study aims to examine the effects of omnichannel customer experience and integration quality on customer satisfaction, with perceived value as a mediating variable, within the café service context in a developing economy. The research is conceptually grounded in customer value and satisfaction theories, emphasizing how integrated service experiences shape perceived value and satisfaction in omnichannel settings. Study Design: A quantitative cross-sectional study using a causal relationship approach. Place and Duration of Study: Data were collected from café customers in Indonesia between January and March 2025. Methodology: A total of 210 respondents participated through purposive sampling. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4 to test measurement and structural models. Constructs included customer experience, integration quality, perceived value, and customer satisfaction. Results: The findings reveal that customer experience and integration quality have a positive and significant effect on perceived value and customer satisfaction. Moreover, perceived value significantly mediates the relationship between integration quality and customer satisfaction, indicating that seamless omnichannel integration enhances perceived value and leads to higher satisfaction. Conclusion: The study concludes that successful omnichannel implementation in café services depends on consistent integration quality and positive customer experiences that enhance perceived value. These results provide managerial insights for service providers to design coherent and enjoyable cross-channel experiences that increase customer satisfaction and loyalty.

Various studies have tested customer satisfaction factors in mobile banking services that have a direct influence on loyalty. The main objective of this study is to determine customer satisfaction factors in Mobile Banking Service Quality (MBSQ) services that have a direct and indirect influence on customer loyalty. This study uses a quantitative method approach, the research type design uses descriptive and verification, in testing the research model using the Structural Equation Model Partial Least Square (SEM-PLS) approach. The results of the study show that expense, security, responsiveness, relative advantage, and convenience factors have a direct effect on customer satisfaction, the findings of this study confirm that costs have an indirect effect on customer loyalty through customer satisfaction. Customer satisfaction becomes a process or helps transmit service quality to loyalty in the banking industry. The benefits of this research provide benefits both theoretically and in managerial practice, this research can enrich knowledge related to digital-based banking service marketing strategies, so that it has an impact on customer satisfaction and loyalty, and can increase sustainable competitiveness for the company.

This study aims to analyze the effect of promotion, price, and service quality on customer satisfaction at Simplestore Semarang. The method used is a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) technique, which is processed through questionnaire data from 100 respondents. The results of the analysis show that service quality has a significant effect on customer satisfaction, while promotion and price do not show a significant effect. The findings confirm that superior service experience is a major factor in shaping customer satisfaction, while promotion and pricing strategies need to be adjusted to be more relevant to consumer needs. This research provides practical implications for retail management in designing strategies to increase customer satisfaction in a more targeted manner.

This paper examined the impact of product innovation attributes (relative advantage, complexity, compatibility, trialability, and observability) on customer satisfaction and brand loyalty together with gender as a moderator between customer satisfaction and brand loyalty. Based on a sample of 193 university students using partial least square structural equation modeling (PLS-SEM) technique, relative advantage, complexity, compatibility, trialability, and observability were found to positively impact customer satisfaction. The results also demonstrated that product innovation attributes were the key predictors of customer satisfaction. The results revealed that loyal customers utilized the services of specific smartphones as per their preferences consistently. Additionally, the results illustrated that customer satisfaction significantly influenced brand loyalty. Further, the study also found that gender significantly moderated customer satisfaction and brand loyalty. As a practical implication, in the competitive market, the managers need to understand the requirements of the customers and add value to customers by providing innovative products. Innovation in a product improves customer satisfaction and commitment of customers towards a brand. Managers need to understand the requirement of the customers and create value accordingly. As a novelty, the study is a first of its kind to investigate the relationship between product innovation attributes, customer satisfaction, and brand loyalty with gender as a moderator.

SPBU 7490210 Galangan Kapal Makassar is a gas station company (Public Fuel Filling Station) established in 2011 and located at Jalan Galangan Kapal No 1, Makassar and is a family business project. This study aims to determine the effect of trust and service quality on customer satisfaction, the effect of customer satisfaction on repurchase interest, and the effect of trust and service quality on repurchase interest on customer satisfaction. The method in this research is quantitative, with analysis using Partial Least Square - Structural Equation Model (PLS-SEM). This study has a sample size of 190 respondents who are customers of the Makassar Shipyard Gas Station who made at least one purchase in the period January 2023 to April 2024. This study shows that trust and service quality have a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on repurchase intention, and trust and service quality have a positive and significant effect on repurchase intention through customer satisfaction as a mediating variable. The implication of this research is that the Public Fuel Filling Station needs to maintain customer satisfaction factors by providing a satisfying experience for customers so that customer satisfaction can increase every time they make a purchase, and provide quality products and good service.