Market Delivery Model untuk Cost Efficiency terhadap Customer Satisfaction in Logistics di Indonesia: Tinjauan Literatur

Introduction: The success of business models in India, such as e-tailing, transportation or online food ordering apps, despite any trend in GDP growth, needs to be evaluated in the context of technology adoption. This paper reviews the business model where small and medium restaurants align with delivery partners and payment gateways for successful coexistence. Objectives: The study aims to explore the dimensions of customer satisfaction of end users and job potential of individual delivery partners by probing whether customer satisfaction and job potential influence success of the online eatery business model and identifying whether success of online eatery business model impacts the benefits derived by participant eateries or restaurants. Theoretical Framework: The research is grounded in Customer Value and Satisfaction (CVS), which underpins the need of new business models that consider customer-supply strategies and continuous improvements as cornerstones of managerial effectiveness. The framework integrates theoretical perspectives that can help build typologies for business model innovation, explaining customer bliss, delivery partner benefits, and advantages for small eateries through partnerships for goals. Methods: A systematic literature review followed by a survey among 120 each of regular users of online food apps, delivery boys and restaurant partners from Kerala was conducted. Structural equation modelling was applied to identify the impact of end customer (diner) satisfaction and delivery partner (biker) benefit on the benefits to the eateries (restaurants). Results and Discussion: Findings reveal that the web support offered by online food apps through interfaces of apps and background support from restaurants had been influential on customer satisfaction. The results validate that customer satisfaction and job potential significantly predicts the success of business model and such success in partnerships for goals directly impacts the benefits derived by eateries. Research Implications: The theoretical and practical implications of this research are highlighted in the need for development of innovative technology and web interfaces that are more user-friendly. Policies should comprehensively integrate the service providers, logistics mechanism and end users. The results of the study if properly applied in eatery and online food delivery models can definitely influence practices in the field of e-businesses and online food delivery. Originality/Value: This study uniquely addresses the effective integration of supplier, logistic partner and final user for enriched customer satisfaction. The study contributes to the literature by highlighting the application of innovative partnership for goals in improved customer satisfaction.

To determine the health-care charges associated with monitoring and managing, over 1 year, the cases of elevated insulin concentration, elevated alanine aminotransferase concentration and dyslipidaemia due to overweight or obesity among 15-19-year-old Australian males and females. Fasting blood samples (n= 500) were collected in 2004 from a representative population sample of adolescents (n= 496; mean age 15.3 years) attending schools in Sydney, Australia. Full service charges and Medicare expenditures for specialist medical and dietary consultations, pathology tests and radiological investigations, over 1 year, under efficient and inefficient health-care delivery models, including and excluding participants in the healthy body mass index (BMI) category. Under an inefficient delivery model and including all participants with elevated risk factors, the Medicare expenditure was $A305.1 million per annum (M pa). Exclusion of participants in the healthy BMI category resulted in an annual Medicare expenditure of $A170.0M pa. Under an efficient delivery model and including all participants with elevated risk factors, the Medicare expenditure was $A295.5M pa. Exclusion of participants in the healthy BMI category reduced annual Medicare expenditure to $A164.8M pa. Medicare expenditure for 15-19-year-olds would increase by 48% if only cases among overweight and obese adolescents were treated and by 85% if all cases were identified and treated. Short-term management of the health consequences of overweight and obesity among adolescents will increase Medicare expenditure on this group by at least 48%. Failure to treat will delay, but compound, health-care expenditure.

Customer satisfaction is a critical determinant of business sustainability and growth, influencing customer loyalty, company reputation, and competitive positioning. This study systematically reviews the interplay between pricing strategies and service quality as key drivers of customer satisfaction. Employing a Systematic Literature Review (SLR) method guided by the PRISMA framework, 25 relevant articles were analyzed to synthesize insights into this dynamic relationship. The findings reveal that effective pricing strategies, including value-based, competitive, and dynamic pricing, significantly impact customer satisfaction by aligning price with perceived value. Simultaneously, high service quality, measured through the SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles), enhances customer experiences and fosters loyalty. The study underscores the critical interdependence of these factors, demonstrating that businesses must balance competitive pricing with superior service delivery to optimize customer satisfaction. This research provides a framework for companies to strategically integrate pricing and service quality, addressing market-specific challenges and leveraging opportunities for long-term success. Future studies are encouraged to explore the role of technological advancements, such as AI-driven pricing models and personalized service innovations, in further enhancing customer satisfaction in dynamic and competitive markets.

This study aims to systematically examine the key factors that influence customer trust in financial institutions through a comprehensive review of relevant literature published between 2019 and 2024. Using the Systematic Literature Review (SLR) method, this research identifies and analyzes the influence of service quality, communication, and institutional reputation on customer trust, as well as the mediating role of customer satisfaction. The findings indicate that consistent service delivery, clear and transparent communication, and a strong organizational reputation significantly enhance customer satisfaction, which in turn strengthens trust in financial institutions. Furthermore, the study adopts the Theory of Planned Behavior (TPB), Trust Theory, and Customer Satisfaction Theory to develop a conceptual framework that explains the interrelationships between these variables. This research provides strategic insights for financial service providers and policymakers to enhance customer trust by focusing on service excellence, responsive communication, and reputation management. It also offers an agenda for future research, particularly on integrating cultural and demographic variables that may moderate customer trust in different financial contexts.

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

The principle of customer satisfaction becomes very relevant in tax agencies, where good service can create a positive experience for taxpayers. This research aims to determine how the implementation of Service Excellence at the Tax Service Office influences customer perception and satisfaction and to choose the positive impact of Service Excellence on interactions between tax officers and taxpayers on the level of customer satisfaction at the Tax Service Office. The structure of this research literature review reflects the systematic approach applied in conducting a literature review to support understanding the impact of Service Excellence on customer satisfaction at the Tax Service Office. This research shows that implementing Service Excellence at the Tax Service Office provides better service and creates better relationships between tax institutions and taxpayers. If applied consistently, these principles can sustainably impact customer satisfaction, taxpayer compliance, and the image of tax institutions in society.


 
 
 
 This research aimed to analyze the influence of service quality and price on word of mouth, with customer satisfaction acting as the intervening variable, at FunArt Studio in Semarang. Data for this study were obtained through the distribution of questionnaires, resulting in a sample size of 68 respondents. The data were analyzed using path analysis and the Sobel test with SPSS 25.0. The findings of this study concluded that (1) service quality has a significant direct and indirect impact on word of mouth through customer satisfaction, (2) price has a significant direct and indirect impact on word of mouth through customer satisfaction, and (3) customer satisfaction has a significant impact on word of mouth.. 
 
 
 

The rapid expansion of the Internet and advances in digital technology have revolutionized traditional banking methods, leading to the emergence of online banking. Online banking enables customers to conduct financial transactions anywhere, anytime, with unprecedented convenience and accessibility. This paper provides a comprehensive analysis of online banking, examining its benefits, challenges and impact on both banks and consumers. Key aspects such as security concerns, customer satisfaction, cost effectiveness and complexity in implementing online banking systems are discussed. Also, how online banking is reshaping the banking landscape, promoting greater competition, financial inclusion and digital transformation in the global economy. The advent of the Internet and digital technologies has fundamentally changed the way financial institutions operate, paving the way for online banking. Online banking, also referred to as internet or e-banking, allows customers to access a wide range of financial services through digital platforms. These services include checking account balances, transferring funds, paying bills and managing investments all from the convenience of a personal device. As customers increasingly demand fast, convenient and secure banking services, financial institutions have responded by embracing digital transformation. The shift to online banking has brought significant benefits such as reduced operational costs, improved customer experience and increased efficiency in financial services. However, along with these advantages, banks also face challenges related to cyber security, customer trust and the need for continuous technological upgrades to meet evolving consumer needs. The importance of research related to online banking lies in its profound impact on the global financial system and its growing relevance in the digital age. Understanding online banking is important for financial institutions, regulators and customers as it changes traditional banking practices and introduces new opportunities and challenges. Technological Advances and Innovations: Online banking is at the forefront of financial technology (FinTech), creating innovations in service delivery. Exploring this area allows for a deeper understanding of how technological advances such as mobile banking, artificial intelligence (AI) and block chain are improving efficiency, customer experience and the competitive landscape of banking institutions. Customer Behavior and Satisfaction: As more consumers shift to digital platforms, research on online banking provides insights into changing customer expectations and behavior. It highlights key factors influencing customer satisfaction, including usability, convenience and trust, helping banks refine their services to meet growing demands for seamless, personalized experiences. Cost Efficiency and Operational Impact: The financial sector has experienced significant cost reductions and operational improvements through the adoption of online banking. Understanding how banks can use online platforms to optimize resource allocation, reduce transaction costs and improve efficiency is critical for stakeholders looking to stay competitive and increase profitability. Security and risk management: As online banking systems become more pervasive, so do the associated risks—especially those related to cyber security. Research in this domain is essential for developing effective security protocols, understanding fraud prevention strategies, and managing data privacy concerns. It ensures continuous improvement of security measures to protect both financial institutions and consumers. Customer Satisfaction (Benefit), Transaction Speed (Benefit, sec), Implementation Cost (Non-Benefit, $000), Security Rating (Non-Benefit). System A, System B, System C, System D, System E.

Purpose– The purpose of this paper is to systematically review the literature published in past 33 years on behavioural biases in investment decision-making. The paper highlights the major gaps in the existing studies on behavioural biases. It also aims to raise specific questions for future research.Design/methodology/approach– We employ systematic literature review (SLR) method in the present study. The prominence of research is assessed by studying the year of publication, journal of publication, country of study, types of statistical method, citation analysis and content analysis on the literature on behavioural biases. The present study is based on 117 selected articles published in peer- review journals between 1980 and 2013.Findings– Much of the existing literature on behavioural biases indicates the limited research in emerging economies in this area, the dominance of secondary data-based empirical research, the lack of empirical research on individuals who exhibit herd behaviour, the focus on equity in home bias, and indecisive empirical findings on herding bias.Research limitations/implications– This study focuses on individuals’ behavioural biases in investment decision-making. Our aim is to analyse the impact of cognitive biases on trading behaviour, volatility, market returns and portfolio selection.Originality/value– The paper covers a considerable period of time (1980-2013). To the best of authors’ knowledge, this study is the first using systematic literature review method in the area of behavioural finance and also the first to examine a combination of four different biases involved in investment decision-making. This paper will be useful to researchers, academicians and those working in the area of behavioural finance in understanding the impact of behavioural biases on investment decision-making.

Transfer pricing is a pricing policy for transactions between parties with a special relationship. However, multinational companies often use transfer pricing to reduce the overall taxation of the multinational group. The purpose of this study is to review the literature using the systematic literature review (SLR) method, considering various aspects such as the impact of taxes, tunneling incentives and exchange rates on transfer pricing decisions of manufacturing companies discussed in previous studies. 60 journals from different sources were used in this study. The method used in this study is the SLR method (Systematic Literature Review Method). This study was conducted over several years to provide a performance evaluation. Therefore, this paper conducted a systematic literature review to find out which methods were used to analyze the impact of taxes, tunneling incentives and exchange rates on transfer pricing decisions of manufacturing companies.

PurposeThis research highlights the ongoing concern about organizational productivity and the lack of focus on designing an optimal model. The authors aim to create a comprehensive model for managing organizational productivity, considering its impact on profitability, customer satisfaction, and employee morale. They use qualitative research methods, including Systematic Literature Review and Interpretive Structural Modeling (ISM).Design/methodology/approachIn this research using the qualitative research method of Systematic Literature Review, 57 variables affecting productivity were identified. These variables were placed in 16 layers by using the ISM method, which were classified analytically in four sections: INPUTS, OUTPUTS, OUTCOMES and IMPACTS. By determining the relationship between the sections, the research model was designed.FindingsThe potential model for organizational productivity management provides a comprehensive framework addressing critical factors like technology adoption, employee empowerment, organizational culture, and more. It identifies Linkage, Dependent, and independent variables. The lower layers consist of INPUTS such as Technological Tools, Organizational Values, and more. In the highest layer, impactful variables like Enhanced competitiveness, Improved decision-making, and Improved organizational culture are labeled as IMPACTS. Middle layer variables are categorized as OUTPUTS and OUTCOMES.Originality/valueIn this study, the concept of productivity management was redefined for the first time, and a multi-layered model for productivity management was creatively explicated using the structural equation modeling method.

Abstract. This study aims to examine the effect of service quality and promotiondirectly to customer satisfaction and customer loyalty. This study also examines theinfluence of service quality and promotion indirectly to customer loyalty throughcustomer satisfaction. The study was conducted on 175 customers of Cikarang MedikaFarma Pharmacy taken with simple random sampling technique and given questionnaire72 statement with Likert Scale to measure response to research variables. After testingthe validity and reliability, as well as the prerequisite test, conducted path analysis testusing software Lisrel 8.80. The results showed that there was a significant direct effectbetween service quality and promotion on customer satisfaction as well as on customerloyalty. Service quality also has a positive and significant indirect impact on customerloyalty through customer satisfaction. Promotion has a positive and significant indirecteffect on customer loyalty through customer satisfaction.

ABSTRACTThis paper seeks to identify the practices of information accuracy in the tourism information environment by adapting the Systematic Literature Review (SLR) method. The SLR method consists of review planning, performing review, analysis and result reporting steps. Based on the SLR method, we had reviewed 133 journals that were published between 1989 and April 2017, the period of the review on the information accuracy practices. The identified 133 journals had provided study details on the information accuracy practices in the tourism environment. In this paper, the opportunities and challenges in dealing with tourism information have been explained as well. The SLR findings had revealed that the existing research on information accuracy in the tourism context was not sufficiently practiced by the tourism information providers and that there was still room for improvement. The existing information accuracy practices in tourism covers a minimal number of topics and very few closely related studies were available for this review. The SLR findings were twofold. On the one hand, tourism information providers should embrace the many opportunities that tourism information can offer to improve information accuracy practices. On the other hand, it also consciously evaluates the consequences of tourism information and the effects of inaccurate information accessed the tourism stakeholders.

Photovoltaics or solar cells are a device that can convert/convert solar energy into electrical energy. The use of photovoltaics as a renewable energy innovation is very necessary in developing photovoltaic technology and increasing the efficiency of the energy produced. The main electricity supply is PLN, which is not always continuous in its distribution due to the limited availability of fossil energy. This can result in disruption of human activities and productivity. The technology developed is organic and inorganic photovoltaic technology. Photovoltaic efficiency refers to the ability of solar panels to convert sunlight energy into electrical energy. Currently it is not known how much technology has been developed by photovoltaics and the efficiency that photovoltaics have produced. This research aims to identify developments in photovoltaic efficiency research and technology used in the world whose data was obtained from related journals in 2013-2022. There are 1,503 studies related to photovotaic efficiency. The method used in this research is the Systematic Literature Review (SLR) Method. The SLR method is used to identify, review, evaluate, and interpret all available research on a topic area of ​​interest, with specific relevant research questions. By using the SLR method, a systematic review and identification of journals can be carried out, with each process following predetermined steps or protocols. The research results show that the technology that is widely used in developing photovoltaic efficiency is organic photovoltaic technology and the highest efficiency that has been obtained is 38.9%.

The aim of this research is the systematic observations analyzed in this study explore the correlation between smartphone usage habits and learning outcomes among undergraduate students. The method used in this research is the Systematic Literature Review (SLR) Method. The SLR method is used to identify, review, research, and interpret all existing research on the phenomenon of the topic area of interest, with specific relevant research questions. By using the SLR method, systematic reviews and identification of journals can be carried out, in each process following predetermined steps or protocols. Data collection. Data Collection or data collection is the stage of collecting data for research. The results of the study are that by conducting a systematic review of the available literature, we can assess the relationship between smartphone use and academic performance among undergraduate students. The sources provided in the question do not directly address the relationship between smartphone use and academic achievement among undergraduate students. However, they provide information regarding various methodologies and methods used in studies of digital leadership and smartphone usage behavior. Therefore, although these sources do not provide direct evidence regarding the relationship between smartphone use and academic performance, they can provide insight into research methods and approaches that can be applied to investigate this issue. Additionally, studies on digital leadership highlight the importance of adaptability and effective communication in digital environments, which may be relevant to understanding the impact of smartphone use on academic performance. Based on the sources provided, both qualitative and quantitative studies are needed to comprehensively evaluate the relationship between smartphone use and academic achievement among undergraduate students.