Study: DEI Policies Can Make the Workplace Less Safe

Service profit chain and service climate research identifies the importance of employee attitudes and employee service behavior as mediating between organizational practices and customer satisfaction. While the importance of employee attitudes and customer service performance are acknowledged, there are calls to more precisely specify proximal mediators between employee attitudes and customer satisfaction. We propose a model in which the relationship between unit-level organizational commitment and customer attitudes is not direct but mediated via employees' customer service delivery including queuing time, serving time and service quality. We conducted a longitudinal unit-level analysis (N = 39) aggregating employee (N over 893) organizational commitment and customer (N over 1248) satisfaction data, and customer service behavior drawn from organizational records. Our model received reasonable support from basic tests of the predictive associations between unit-level organizational commitment, customer-relevant employee behaviors and customer satisfaction; however, organizational commitment was not found to be an important predictor in more rigorous change analyses. The findings as a whole therefore suggest that organizational commitment is a feature of units delivering fast, quality service, but its causal role is as yet unclear.

Customers are a very valuable asset for any company or brand. Brand credibility is playing a key role in developing customers’ behavioral patterns. The credibility and integrity of a company play an essential role in making its customers contended with the services and also in maintaining their customers for a prolonged time. Considering the importance of customers and brands in marketing any product(s) or service(s), this study aims to analyze the influence of brand credibility on customer satisfaction and loyalty as well as to explicate the association between customer satisfaction or gratification and customer loyalty or devotion. The study was quantitative in nature and a close-ended questionnaire was distributed amongst the drawn sample to assess the influence of credible brands on clients’ satisfaction, devotion, and loyalty towards the brand. A convenient sampling procedure was adopted for acquiring data from the target population of Islamabad/Rawalpindi and the sample size was 160 respondents using the banking services of any public or private sector bank of Pakistan and residing in Islamabad and Rawalpindi. It was found that brand credibility is positively associated with customer loyalty and satisfaction. Besides, the findings also acknowledged a positive association of customer satisfaction with customer devotion and loyalty. This means that the more a brand is credible, the more customer satisfaction is achieved, which consequently influences customer loyalty trust, and devotion toward the brand in a positive manner. Keywords: Brand, Customers, Brand Credibility, Customer Satisfaction, Customer Loyalty.

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.

This study investigates customer satisfaction, trust, and loyalty within Malaysia's ice cream and milk tea industry, focusing on Mixue Ice Cream & Tea. While previous research has predominantly examined how factors such as taste, perceived price, and service quality impact customer satisfaction, this study aims to bridge the gap by exploring the transition from customer loyalty to brand loyalty and its subsequent effect on brand competitiveness. Utilizing a quantitative approach, online surveys were administered to milk tea consumers across Malaysia. The analysis reveals that customer satisfaction and customer loyalty have a positive association, supporting Hypothesis H1, while customer trust significantly influences customer loyalty, confirming Hypothesis H2. However, the analysis rejects Hypotheses H4 and H5, indicating no substantial positive association between customer satisfaction and trust with brand loyalty. Notably, customer loyalty shows a strong positive relationship with brand loyalty, thus supporting Hypothesis H3. These findings contribute to the existing literature by detailing how customer satisfaction and trust evolve into strong brand loyalty and provide strategic recommendations to enhance Mixue Ice Cream & Tea's competitiveness in the F&B sector

According to the United Nations World Tourism Organization (UNWTO, 2017), over one billion tourists traveled the globe in 2016. In spite of this increase of travelers, airlines are faced with declining levels of customer service and quality of customer experience (American Customer Satisfaction Index [ACSI], 2012). Frontline service employees, like flight attendants, create a critical impression of the service which affects customer perceptions and satisfaction. Nevertheless, many unknowns exist about what creates such impression and how it can be improved. In particular, no study has investigated the effects of Competency-Based Training (CBT) on flight attendants' performance and consequently passengers' satisfaction. The goal of this research was to examine the effect of CBT on flight attendants' performance and consequently passengers' satisfaction. A group of 109 flight attendants was trained in four competences: managing stress, dealing with conflict situations, displaying human relations skills, and delivering quality customer service. Pre-and post-training measures of flight attendants' performance and customer satisfaction were taken. Random sampling was employed to administer questionnaires to passengers traveling between the Caribbean and North America. Bivariate analysis revealed that there was a positive association between flight attendant performance and customer satisfaction. However, flight attendant performance was not positively associated with CBT. Further analysis revealed that customer satisfaction is associated with CBT. Consequently, theoretical and practical implications were developed.

This study investigated the relation between service quality, perceived safety as independent variable and overall customer satisfaction as dependent variables that pertains multiple aspects in the context of herbal medicine among women in Malaysian. The investigation will elucidate the association between independent and dependent variables. The conclusion is that there is positive association between service quality, perceived safety (independent variables) and overall customer satisfaction (dependent variable). The questionaries’ response rate stands at 81%. Furthermore all the two hypotheses are accepted. This investigation will provide the new insights to herbal manufactures, retailers, educational institutions. How to Cite this Article Pubmed Style Junainah Abd Hamid, Sairah AK. of Herbal Drugs with Customer Satisfaction in SRP. 2020; 11(1): 1192-1198. doi:10.5530/srp.2020.1.148 Web Style Junainah Abd Hamid, Sairah AK. of Herbal Drugs with Customer Satisfaction in http://www.sysrevpharm.org/?mno=128638 [Access: March 31, 2021]. doi:10.5530/srp.2020.1.148 AMA (American Medical Association) Style Junainah Abd Hamid, Sairah AK. of Herbal Drugs with Customer Satisfaction in SRP. 2020; 11(1): 1192-1198. doi:10.5530/srp.2020.1.148 Vancouver/ICMJE Style Junainah Abd Hamid, Sairah AK. of Herbal Drugs with Customer Satisfaction in SRP. (2020), [cited March 31, 2021]; 11(1): 1192-1198. doi:10.5530/srp.2020.1.148 Harvard Style Junainah Abd Hamid, Sairah AK (2020) of Herbal Drugs with Customer Satisfaction in SRP, 11 (1), 1192-1198. doi:10.5530/srp.2020.1.148 Turabian Style Junainah Abd Hamid, Sairah AK. 2020. of Herbal Drugs with Customer Satisfaction in Systematic Reviews in Pharmacy, 11 (1), 1192-1198. doi:10.5530/srp.2020.1.148 Chicago Style Junainah Abd Hamid, Sairah AK. Relationship of Herbal Drugs with Customer Satisfaction in Malaysia. Systematic Reviews in Pharmacy 11 (2020), 1192-1198. doi:10.5530/srp.2020.1.148 MLA (The Modern Language Association) Style Junainah Abd Hamid, Sairah AK. Relationship of Herbal Drugs with Customer Satisfaction in Malaysia. Systematic Reviews in Pharmacy 11.1 (2020), 1192-1198. Print. doi:10.5530/srp.2020.1.148 APA (American Psychological Association) Style Junainah Abd Hamid, Sairah AK (2020) of Herbal Drugs with Customer Satisfaction in Systematic Reviews in Pharmacy, 11 (1), 1192-1198. doi:10.5530/srp.2020.1.148

This research uses managerial ability variable, organizational commitment, service quality and customer satisfaction. The purpose of this study is to determine whether there is a positive direct effect of managerial ability on service quality, knowing the positive direct effect between organizational commitment to service quality, knowing positive direct effect between managerial ability to customer satisfaction, knowing positive direct effect between organizational commitment to customer satisfaction, And know the positive direct effect of service quality on customer satisfaction. This research method is quantitative, that is research procedure which produce descriptive based on result of quantitative analysis to research variable that is managerial ability, organizational commitment, service quality and customer satisfaction. The population in this study is 1974. The sample used 95 active customers have savings. Data collection techniques used questionnaires, documentation, and interviews. Analyzer used is path analysis. While testing the instrument using the validity test and reliability test. The result of the research found that managerial ability have positive direct effect to service quality, organizational commitment have positive direct effect to service quality, organizational commitment have positive direct effect to customer satisfaction, and service quality have positive effect to customer satisfaction. Of the four research variables, organizational commitment variables have the most direct positive influence on service quality. Keywords: Managerial ability, organizational commitment, service quality, customer satisfaction.

This paper aims to analyze the impact of servant leadership on organizational culture, organizational commitment, organizational citizenship behavior (OCB), and customer satisfaction. This paper also aims to analyze the impact of organizational culture, organizational commitment, and OCB on customer satisfaction.Data was obtained from 240 handycraft customers in the community of handicraft craftsmen in Bekasi Regency. The data was analyzed by using Structural Equation Modeling. The validity and reliability test by using factor analysis shows that the instrument used in research is valid and reliable. The results showed: servant leadership correlated significantly with organizational culture; servant leadership is significantly related to OCB;OCB has a significant relationship with organizational commitment; servant leadership has a significant relationship with customer satisfaction;and organizational commitment has a significant relationship with customer satisfaction.Therefore, servant leadership can have a direct relationship with customer satisfaction, and servant leadership can be organizational culture. Knowledge of the effect of these relationships can be used as input to design strategies to improve customer satisfaction. The findings of the effect of servant leadership in the organizational culture on customer satisfaction have been discussed, however, there are limitations and guidelines for future research that needs to be shown.

The study aimed to know the relationship between marketing of financial services in public sector banks with special reference to Arab bank in Jordan. The analysis of the data acquired from the customers of the Arab bank in Jordan provides meaningful insights into Perceived financial service quality, Perceived financial service orientation, marketing mix strategy, customer satisfaction, customer loyalty and Value in behavior. Further, the research investigates the direct and indirect association among the study variables. The preliminary analysis discloses that the means of all the study variables. It was found that the Perceived financial service Quality and Marketing mix strategy has a significant positive association with Value in behavior. Further, Perceived Financial service quality has a positive significant association with customer satisfaction and customer loyalty in the Arab bank in Jordan. Additionally, Perceived financial service orientation has a positive significant relationship with customer satisfaction and customer loyalty. Further, a Marketing mix strategy has a positive significant relationship with customer satisfaction and customer loyalty. At last, customer satisfaction and customer loyalty have a positive significant relationship with Value in behavior. Further, it was found that perceived financial service orientation has a negative significant relationship with Value in behavior. Besides, Customer satisfaction and Customer loyalty partially mediate the relationship between Perceived financial service quality and Value in behavior. Likewise, Customer satisfaction and customer loyalty cannot mediate the relationship between Perceived financial service orientation and Value in behavior because hypothesis is rejected. Therefore. Finally, Customer satisfaction and Customer loyalty partially mediate the relationship between Marketing mix strategy and Value in behavior were partially supported.

In recent years, the competition of the Taiwan automobile industry has been very fierce. Due to the scale of the Taiwan automobile market is relatively smaller than other countries and there are a large number of car brands. It is the prime issue for the automobile makers/dealers to improve quality and raise the levels of customer satisfaction and loyalty. This research applies an empirical study to investigate the service quality, service value, customer satisfaction and behavior intentions in Taiwan automobile industry and the research model is cited by (Cronin, Brady, & Hult, 2000). With convenient sampling, 444 valid questionnaires are collected through internet are analyzed and applied 40-items survey questionnaire with 5-point Likert Scale. There are 13 research hypotheses derived from the proposed model were empirically validated. Descriptive statistics, factor analysis, validity analysis, ANOVA, MNOVA, SEM and multiple-group analysis are analyzed. Establish a suitable model by LISREL to explain the association between service quality, service value, perceived sacrifice, customer satisfaction and behavioral intention in this study. The results depicted that (1) Service quality have a positive association with service value (β=0.57, t value = 12.357, p<0.001). and customer satisfaction (β=0.61, t value = 11.909, p<0.001). (2) Perceived sacrifice is positively to service value (β=0.38, t value = 8.097, p<0.001). (3) Service value is positively related to behavioral intentions (β=0.44, t value = 4.858, p<0.001). (4) Customer satisfaction is positively related to behavioral intentions (β=0.27, t value = 3.044, p<0.01). (5) Service quality is weakly supported to behavioral intentions. (6) All 6 indirect paths are all positive association with behavioral intentions. (7) Service quality, service value, perceived sacrifice, customer satisfaction and behavioral intentions differ from the education. (8) Service quality is different in area and behavioral intentions are different in age stratification. (9) Service quality, service value, perceived sacrifice and behavioral intentions are no different from gender, occupation and income. The result indicates the service quality become more important and more complex. Therefore, the automobile maker and dealer not only focus on the core-technique, but also have to improve the service quality to enlarge the market share. In addition, automobile maker should be continuously improve the system and its process, and keep the quality of service with consistence. We would suggest the service improve should be the focus of future research. The car design and functionality could be customization, provide pricing distinction, promotion and value-added service would be improved the customer satisfaction then positive the behavioral intentions.

This study was carried out to assess the effect of service quality on customer satisfaction in health sector. The specific objectives of the study were to examine the effect of tangibility as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to find out the effect of reliability as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to examine the effect of responsiveness as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to examine the effect of assurance as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho and to examine the effect of empathy as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho. The study used simple random sampling to select 123 respondents whereas data were solicited through questionnaire. Data were analysed using Structural equation model (SEM). The study found that tangibility has significant effect on customers’ satisfaction at St. Joseph referral hospital-Peramiho. The tangible elements of a healthcare service include the physical facilities, equipment, and appearance of healthcare professionals. The study also found that service quality reliability has significant effect on customers’ satisfaction. Likewise, the study indicated that service quality responsiveness has significant effect on customers’ satisfaction. Health services at St. Joseph referral hospital-Peramiho are unique in that they often involve people seeking assistance during times of vulnerability, uncertainty, and distress. The study concluded that all attributes have strong and positive associations with their respective observed items. The study recommended that the management of hospital should continue enhance these attributes of service quality so as to continue satisfying the customers who are the patients.

This paper studies the relationship between customer satisfaction and shareholder value. In the first section of the paper the link between the two variables is examined theoretically, it is then tested empirically. Customer satisfaction data were taken from the American Customer Satisfaction Index (ACSI) database. Shareholder value was measured using Tobin's q. The sample consisted of 99 companies with ACSI data and Tobin's q from 1994 to 2002. The results of this study give insights into the relationship between customer satisfaction and shareholder value. First, there is a positive association between customer satisfaction and shareholder value. Second, this relationship is not affected by the turbulence of financial markets after the beginning of the year 2000. Third, there is a time lag of three quarters between customer satisfaction and the strongest impact on shareholder value. Fourth, it seems that there exists an optimal level of customer satisfaction, and if it is exceeded value will be destroyed.

Customer satisfaction is one of the major challenges for all companies at any industry. Advertising industry is one of those who provide varies services to customers and looking forward to meeting their expectations. As the market in Bahrain has grown and the competition start to be real challenge for those printing and advertising companies, Advertising industry move to innovate and renew their services by reviewing the internal process and communicate with customer regularly to keep customers satisfied. This research aims to investigate on the impact of innovation management on customer satisfaction. The researcher analysed the data collected and analysed through SPSS version 21 to verify the prepared hypotheses of the research, using some different statistical methods, which showed the extent of the realization of the research hypotheses. The total sample size of this research was 300 registered customers of advertising industry in Bahrain. The results of this research have demonstrated the value of innovation management (Business process reengineering and Technology), as well as presenting the tie relation between innovation management and customer satisfaction in advertising industry. The research confirmed that there is positive association between innovation management and customer satisfaction in advertising industry. Both independent variables Technology and Reengineering of Business Process have shown a significant relation with the dependent variable Customer Satisfaction. The main recommendations to advertising industry from this research, the statistical analysis of the responders shows some claims that need by addressed in order to enhance and increase the level of customers’ satisfaction such enhancing the mobile application to give more flexibility to the customer to submit and track their orders and online payment system. Furthermore, it is highly recommended to establish a policy for discount in order to have more transparency with their client and this policy should be communicated to customers in order to increase the customer satisfaction.

Management accounting techniques that improve customers satisfaction in banks include decision making, costing, performance evaluation, time driven activity-based costing and budgeting. The study focuses on present practices of management accounting for customer satisfaction in Nepalese commercial bank. Management accounting practices (MAPs) play important role in customer satisfaction through enhancing Nepalese commercial banks’ decision-making, financial efficiency, and service quality. This study examines how MAPs and customer satisfaction are related, with a particular emphasis on decision-support systems, cost control, performance evaluation, benchmarking, TDABC and budgeting in commercial banks. The study used a survey method to conduct a quantitative investigation and a descriptive research design to examine the management accounting practices and customer satisfaction of Nepalese commercial banks. Based on judgmental sampling 300 branch managers out of 591 branch managers and 350 customers provided questionnaire for this study. Using cluster sampling, the five banks are chosen based on their largest paid-up capital. In order to fulfill the research objectives, primary data are collected using online questionnaires as well as printed questionnaires. On the basis of responses given by 285 branch managers out of which 300 usable data and 285 responses received from customers out of which 350 are usable data, data are analyzed using various statistical tools. The analysis showed that commercial banks are practicing management accounting for customer satisfaction. The result of the study indicated that there is positive association between management accounting practices and customer satisfaction in Nepalese Commercial Banks. The study concludes that Nepalese commercial banks should adopt robust management accounting practices to enhance their customer satisfaction.

Financial performance of the financial institutions has been the critical element for any country economic condition that would be analyze frequently. Hence, the present study examines the impact of banks’ customer services on the banks’ customer satisfaction (CST), banks’ CST impact on banks’ customer loyalty (CL) and banks’ CL impact on banks’ financial performance in Pakistan. The study also examines the moderating role of institutional support among banks’ CL and banks’ financial performance. The study gathered the primary data from the customers and employees of the conventional banks in Pakistan using survey questionnaires. The study also used the smart-PLS to check the data reliability as well as association among the variables. The outcomes indicated that banks’ customer services have a positive association with banks’ CST, banks’ CST have a positive association with banks’ CL and banks’ CL have a positive association with banks’ financial performance in Pakistan. The outcomes also indicated that institutional support significantly moderates among banks’ CL and banks’ financial performance. The study provides the help to the regulators in establishing regulations regarding enhance the financial performance using effective customer services and enhance CST and CL.