Achieve Customer Satisfaction Research Articles

Long Duration Forecasting and its Performance Capability for Seasonal Variation Modelling of Residual Chlorine Concentrations: A Comparative Evaluation of two Small-scale Water Distribution Systems in Japan

Chlorine dosing control is a critical task for health security, complying with drinking water quality standards while achieving customer satisfaction. In Japan, this became more difficult due to decreasing number of technical personnel as a result of declining population and huge retirement of veterans. As experienced-based dosing control still exists and is considered inefficient due to risks of inaccurate dosing and need of experienced manpower, streamlining of operations is needed. This study aims to address these concerns through the development and evaluation of a deep learning model for residual chlorine concentrations capable of forecasting long durations. In this paper, the model is investigated in seasonal timeframe analyzing trends and variations. Two water distributions systems of varying network—simple and complex, are also compared to further analyze model performance and versatility. The model utilizes the past 24 hours of flow rate, chlorine level at treatment plant, water temperature, and residual chlorine at private homes as input to predict the 12 hours ahead of residual chlorine at private homes evaluated at hourly training lengths of 0.5, 1, 1.5, 2 years. Results revealed that the model achieved high accuracy in predicting hourly residual chlorine with general increasing model error from winter, spring, autumn, and summer due to the progressing instabilities in chlorine concentrations from low to high temperatures. Moreover, smaller system tends to be more unstable incurring lower model performance relative to larger system. In terms of optimal training length, ≥1Y training models are found to have lesser chance of data drift occurrence prospectively reducing model retraining frequency in the future.

Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers

Hotels that serve customers having different cultural values should improve their service capabilities to achieve customer satisfaction. This study researches how empathy, trust and cultural values affect hotel customer satisfaction and looks at the combinations of these components that lead to high customer satisfaction. The current literature on Hofstede’s five-dimensional cultural values, cognitive and affective dimensions of empathy, trust and customer satisfaction were used to develop the research model and present recommendations. To ensure cultural diversity, a face-to-face survey was administered to 553 tourists from six countries. The data obtained were evaluated using partial least squares structural equation modelling and fuzzy set qualitative comparative analysis (fsQCA). According to the results, the effects of hotel customers’ empathy levels on their satisfaction occur through their trust in the business. The fsQCA revealed combinations of cultural values, empathy and trust that would generate high levels of satisfaction. The present study contributes to the relevant literature by addressing the relatively under-emphasized components that ensure that hotel customers are highly satisfied.

The Concept of Educational Quality Management; Review of Private Islamic Educational Institutions

This study aims to examine the concept of educational quality management in educational institutions, especially in Islamic education at Batam. The method used is qualitative with literature studies from reference books, journals, and relevant archive documents. Data were analyzed descriptively-analytical with a critical approach. The results of the study indicate that educational quality management manages all educational resources to produce services that meet or exceed customer needs. The basic strategies needed include problem identification, application of quality philosophy, continuous improvement, and stakeholder involvement. In conclusion, educational quality management in Islamic institutions must be implemented comprehensively and integrated to achieve customer satisfaction and continuous performance improvement. Internal quality control systems play an important role in ensuring that results are in accordance with standards. This study offers quality management strategies that are relevant to the context of Islamic education in Indonesia as well as a comprehensive management approach that involves all institutional aspects.

PENGARUH ORIENTASI PELANGGAN, KEPUASAN PELANGGAN YANG DIMEDIASI OLEH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

Competition in the service industry encourages companies to improve customer orientation and service quality in order to achieve customer satisfaction and loyalty. This study aims to analyse the relationship between customer orientation, service quality, customer satisfaction, and customer loyalty at Honda repair shops in Tangerang. Using a quantitative approach, this study involved 100 Honda repair shop customer respondents. Data was collected through an online questionnaire and analysed using Structural Equation Modeling (SEM). The results state that customer orientation has a positive effect with service quality and customer satisfaction, service quality affects customer satisfaction, service quality mediates the relationship between customer orientation and customer satisfaction, and customer satisfaction has a positive effect on customer loyalty. This research has a contribution to the Honda Workshop by making customer loyalty a final strategy of the Honda Workshop. It is recommended that Honda workshops improve customer orientation and service quality to increase customer satisfaction and loyalty. Research limitations include a relatively small sample size and limited geographic coverage, opening up opportunities for further research on a larger scale.

A Semantic Analysis of the User-Generated Content from Social Network Sites of Cashbuild Limited: Application of Text Mining, Machine Learning and Big Data Analytics toward the Development of a Customer-Centric Marketing Strategy

Social Network Sites (SNS) have grown rapidly over the past 15 years, which is in line with the growth of smartmobile phones. A key phenomenon of SNSs is User-Generated Content (UGC). It enables social engagements between users and their followers. UGC shares various perspectives on news, entertainment, and fun, as well as their perspectives on brands like Customer Experience (CX) and Customer Satisfaction (CS). UGC stimulates the Brand Attitudes (BA) of the readers if the user is trusted and credible. BAs influence the Purchase Intentions (PI) of the readers of UGC. Marketers like that UGC influences PI. They learn about CX and CS, which users share on the UGC. This semantic study uses Text Mining (TM) and Big Data Analysis (BDA) to extract keywords from the UGC of a building materials retail company, Cashbuild Limited (CBL) from the Republic of South Africa (RSA). The UGC was analysed using Power BI (PBI) to identify its sources and sentiments. The majority of the UGC in this study was obtained from Facebook (94.51%), followed by X.com (3.95%). The rest of the UGC was obtained from Blogs (0.79%) and Instagram (0.76%). 65.63% of the UGC was neutral, 29.74% positive, and 4.46% negative. UGC influences PI by mediating hedonic and utilitarian Brand Equity. The generation of a high-quality UGC was encouraged by CS - an outcome of CX. CX comes from the touchpoints across the CJ. Marketers want to ensure a good customer experience (CX) to achieve customer satisfaction (CS). Ultimately, CS influences future customer expectations (CE) when shared through UGC. 84 top keywords were extracted out of 16 328 hit sentences (HS) from the UGC of CBL using the MELTWATER program. The keywords were ranked to 51 frequency positions. CONCOR analysis was used to determine the connectivity and centrality of the keywords using Freeman’s coefficient and the Eigenvector value for each keyword. The results of the CONCOR analysis were used to identify 41 significant keywords based on their higher connectivity and centrality. The 41 significant keywords were matched with the 16 328 HSs. 14 keywords that matched less than 100 HSs were excluded. The remaining 27 keywords were subjected to exploratory factor analysis EFA on Statistical Program for Social Sciences (SPSS). 21 keywords were loaded on 8 factors, and the model explained 68.363% of the variance with a Kaizer Meyer Olkin (KMO) of 0.736 above 0.6. The 8 categories were compared to input from a panel of industry experts. 7 categories proposed by experts matched 7 out of 8 categories from the statistical model. 7 key themes proposed to be used in the study to develop Customer-centric Marketing Strategies (CCMS) in the building materials retail industry (BMRI) are DIY Kings, House Proud, Project Master, Renovators, Interior Image, Building Materials Inventory, and Promotions. All 5 objectives of the study were met. The study adds value to the development of CCMS learning from the UGC.

All words have consequences: Concrete versus abstract language in management response to hotel guest reviews

Hospitality managers increasingly respond to hotel guest reviews to achieve customer satisfaction and cultivate customer relationships. Conventional wisdom suggests that concrete language is more effective in customer service encounters. However, little is known whether, when and why abstract versus concrete management response is more effective in achieving customer satisfaction. We adopt a mixed-method approach with a big data study based on a sample of 1,253,668 reviews from 2306 hotels and two scenario-based laboratory experiments. We show that abstract (versus concrete) management response fosters greater customer satisfaction when it addresses positive (versus negative) reviews or is from a senior manager (versus junior staff). When responding to positive (versus negative) reviews or issued by a senior manager (versus junior staff), the abstract (versus concrete) response enhances customers’ perceived warmth (versus perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.

Ranking English Apps From the Google Play Store Based on Customer Reviews Analysis

Nowadays, several educational technology and English learning apps on the Google Play Store cater to various learning levels and objectives. However, the parents had difficulty finding an appropriate app for their kids. It is challenging when there is a diversity of English learning apps in the market. Not only product brands but also prices affect the customer‘s choice behavior. A good product will achieve customer satisfaction. And the praise of experienced customers will be a suggestion for potential customers. This paper uses sentiment analysis as a factor of criteria set for evaluating English learning Apps from Vietnamese companies. The Python language was used in all the analysis processes, and the sentiment score of 8,756 reviews for English learning apps was calculated. The criteria to evaluate the App include overall rating, sentiment scores, and number of downloads. The results will be a suggestion for improving the quality of companies‘ products and a recommendation for users when choosing a suitable Edtech product.

Leveraging the interplay of Internet of Things (IoT) capabilities for achieving customer satisfaction in a B2B2C context: an integrative perspective

PurposeDespite IoT’s huge potential, enterprises’ ability to leverage it is their competitive advantage. Thus, competitive differentiation is primarily predicated on leveraging IoT toward customer needs. To examine the research gap, this study aims to explore the drivers of customer satisfaction and how they are affected by the interaction between IoT capabilities.Design/methodology/approachA mixed-method research framework is applied to assess the impact of IoT capabilities on customer satisfaction. Based on the theoretical underpinning of the resource-based view and dynamic capability, the study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. First, DEMATEL is used capture the interrelationship between IoT capabilities. Further, the impact of each IoT capabilities on customer satisfaction is studied using CoCoSo method.FindingsThe study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. The findings are enriched through the complementarity of resources in a dynamic business-to-business-to-customer (B2B2C) scenario. The authors expand the IoT capabilities from conventional business-to-business (B2B) or business-to-customer (B2C) scenario to tri-nodal B2B2C relationship triangle.Practical implicationsBased on the findings, the authors offer a business transformation strategy for firms in key areas of customer satisfaction by leveraging IoT. The study can help management prioritize and develop key IoT capabilities to meaningfully increase customer satisfaction metrics.Originality/valueBuilding on the dynamic capabilities and resource-based view of the firm, an integrated decision-making research model is proposed. In addition, this study investigates the product and service capabilities unlocked using IoT capabilities. This work can be considered one of the leading attempts to improve customer satisfaction using IoT capabilities from traditional dyadic (B2B or B2C) structure to triadic (B2B2C) framework.

Analisis Pengukuran Kepuasan Konsumen dengan Pendekatan Customer Satisfaction Indeks Pada E-Commerce di Jakarta

The development of e-commerce is currently increasingly rapid, marked by the increasing number of internet users in Indonesia. Customer satisfaction and trust are the most dominant problems in every business unit operating in the service sector, but the process of achieving customer satisfaction is not easy. Because many other factors can influence the achievement of this level of customer satisfaction. Through this research, the author aims to determine the level of customer satisfaction, namely by using the Customer Satisfaction Index method. Based on the research results, it is known that female consumers, consumers aged 23-28 years, and private employees are the dominant respondents. The level of consumer satisfaction with e-commerce based on CSI is 97.12%.

Optimizing Distribution Center Network Design for a Cosmetic Manufacturer: A Case Study on Lightening Series Package Product

Ensuring customer satisfaction while maintaining optimal cost efficiency is paramount in designing a successful supply chain structure. This study explores the vital role of service quality and delivery efficiency in achieving customer satisfaction and a superior overall experience through a cost-effective supply chain structure. Furthermore, the strategic positioning of Distribution Centers (DC) and the geographical distribution of consumers serve as additional determinants in the quest to devise the most effective DC scheme that meets consumer expectations. Four simulation scenarios, each with measurable parameters including response time, lead time, and operational costs, were evaluated to identify the most cost-efficient and responsive solution. These parameters encompassed the performance metrics of the supply chain structure model, namely response time and lead time, in conjunction with the total operational cost of each scenario. Our findings reveal that scenario 1 emerges as the most cost-effective with the lowest distribution costs and shortest customer lead time. This scenario consistently maintains the lowest distribution costs from the first to the seventh year. Despite a surge in forecasted demand in the 7th year, resulting in an increase in total distribution costs to Rp. 3,392,793,440, scenario 1 still prevails with overall vehicle costs decreasing and the smallest percentage cost at 17.50%, thus yielding the most economical outcome compared to alternative scenarios. Scenario 4 offers a similar outcome to scenario 1 but incurs higher daily vehicle operating costs. The cost-effectiveness demonstrated by scenario 4 further highlights the significance of strategic DC placement in achieving optimal supply chain outcomes.

THE DETERMINANT ANALYSIS OF SERVICE QUALITY AND GOJEK'S MATCHING ALGORITHM ON THE SATISFACTION OF MUSLIMAH CUSTOMERS IN SURABAYA

Introduction: The purpose of this study is to determine the partial influence of service quality and matching algorithm on the satisfaction of female muslim (muslimah) student customers using Gocar services in Surabaya. The research aims to investigate the effect of these two variables. The selection of a ride-hailing service catering to Muslimah-friendly preferences in Surabaya is driven by the increasing demand for such specialized services that are satisfy and safe for Muslimah. Method: Data for this research were collected through questionnaires distributed to 100 muslimah students using Gocar services in Surabaya as the research sample. Surabaya was chosen due to the high demand of this service compared to most other cities in Indonesia. The mixed-method approach involved quantitative analyses such as validity and reliability tests, classic assumption tests, t-tests, F-tests, and the coefficient of determination. Additionally, qualitative data from the interviews were analyzed to provide a comprehensive understanding of customer experiences. Results: The result is both service quality and matching algorithm have a positive impact on customer satisfaction, both individually and simultaneously. However, some criticisms were identified, such as excessive interaction from drivers that made customers uncomfortable and long waiting times for pick-up due to distant driver locations. Conclusion and suggestion: Achieving customer satisfaction is crucial for any company, including Gojek, as the provider of Gocar services. To address customer satisfaction issues, Gojek should provide training on appropriate customer interactions for drivers and improve the matching algorithm to ensure closer driver-customer proximity without relying solely on Gocar instant points.

Peran Brand Management Terhadap Loyalitas Konsumen Untuk Perkembangan Usaha Mikro Kecil Menengah (UMKM) : Suatu Kajian Literatur

The role of brand management on consumer loyalty for the development of micro, small and medium enterprises is that brands build a good image among the public. The process is the goal of developing brand identity. This shows that the product offered is a unique product. In addition, it also talks about what kind of identity a brand wants to display. The identity that is displayed will later be attached as the personality of a brand. If the brand has been well received, MSME business actors automatically get the opportunity to improve the quality of their products. This must be done with flexible, effective, efficient, and sustainable planning. Thus, the products produced are guaranteed quality. With guaranteed product quality, consumer loyalty will also increase. After achieving customer satisfaction, the brand must continue to guarantee the improvement and improvement of product quality. The goal is to maintain customer satisfaction. Small businesses get the opportunity to make closer observations and research. This means that MSME business actors get easier and wider access to information. Finally, MSME players are able to produce quality products in accordance with consumer expectations.

The Effect of Service Quality and Mobile Banking Applications on Customer Loyalty with Satisfaction as a Mediating Variable in Suryopranoto Branch Bca Customers

This study explores the impact of service quality and mobile banking applications on customer loyalty, with customer satisfaction acting as a mediating factor (focusing on patrons of BCA Suryopranoto). The quantitative methodology examines hypotheses through a dataset comprising 280 customer responses. These responses were collected via direct surveys distributed to the customers. The Partial Least Structural Equation Modeling (PLS-SEM) technique was utilized for the analysis, specifically through SmartPLS 3.2.8 software. The data processing and analysis outcomes reveal that service quality and mobile banking applications significantly affect customer loyalty, which is crucial in mediating customer satisfaction. Research findings indicate that directly addressing service quality, mobile banking applications, and customer loyalty is pivotal in achieving customer satisfaction.

The 4Ps Marketing Strategy as a Driver of Dynamic Capabilities: Path to Consumer/Voter Satisfaction

Abstract Despite the importance of the 4Ps of Marketing in an organization’s growth strategy, limited research was found to examine the 4Ps’ impact on a politician’s capabilities and consumer/voter satisfaction. On the contrary, much attention has been given to the resource-based view tool (RBV); a tool that utilizes a firm’s valuable resources and dynamic capabilities to strengthen performance and achieve customer satisfaction. Via an online questionnaire, this research collected data from U.S. elected politicians. Using principal components regression, the researchers aim to apply specific dynamic capabilities in politics via the 4Ps Marketing Strategy. Important implications are drawn from this study, and suggestions for future studies are provided.

Pengaruh Kualitas Layanan Dan Kualitas Produk Mobile Banking Terhadap Kepuasan Nasabah Pada PT. Bank Syariah Indonesia KCP Bogor Citeureup 3

With its development, society expects needs, one of which is in the field of financial transactions, one of which is a financial process framework. Advances in information technology in the service sector have been utilized by product marketing and financial institutions, especially Bank Syariah Indonesia. With the launch of sharia banking service information technology known as BSI Mobile. The presence of BSI Mobile makes it easier for every customer to get services and products without having to go to the nearest office. And with BSI Mobile, it is hoped that Bank Syariah Indonesia can achieve customer satisfaction in using it. This research focuses on improving service quality and Mobile Banking product quality on customer satisfaction at PT. Bank Syariah Indonesia KCP Bogor Citeureup 3. The research method used is a quantitative method approach with data collection techniques using accidental sampling or non-probability using the entire population when dealing directly at the BSI Citeureup office 3. The population in question is all customers who have BSI Bank savings, totaling 50 respondents using a questionnaire on a Likert scale. In data processing for analysis using SPSS 25 software with multiple regression analysis techniques with results Y = 8.311, X1 = 0.287, for X2. And simultaneously, the two independent variables get a calculated F of 20.682. In terms of the coefficient of determination, it was found that the two independent variables had an influence of 51.8%. This research shows that there is a positive and significant partial or simultaneous influence between the service quality and product quality variables on customer satisfaction at PT. Bank Syariah Indonesia KCP Bogor Citeureup 3.

Achieving Customer Satisfaction Drive-Thru Services through Digital Twins in America

Achieving Customer Satisfaction Drive-Thru Services through Digital Twins in America

CHAT MARKETING'S IMPACT ON CUSTOMER SUPPORT SATISFACTION IN FINANCIAL STARTUPS

The subject of this paper is the influence of chat marketing on customer support satisfaction. The purpose of the study is to determine the relationship between the use of chat marketing and customer support satisfaction, as well as to identify the essential factors that contribute to this relationship. Furthermore, this paper aims to provide theoretical insights into the influence of chat marketing on customer support satisfaction in financial startups. Many companies struggle to achieve the most efficient chat session and are uncertain about the best strategies, factors and types of chat to implement. Therefore, these findings will help financial startups to theoretically understand the aspects of chat marketing and customer support satisfaction. The object of this article is the impact of chat marketing on customer satisfaction, and the purpose is to reveal theoretical knowledge that will help identify the factors that contribute to chat marketing and customer satisfaction in financial startups. This paper discusses the importance of customer support for financial startups and the different approaches to providing customer support through emotional means. In addition, this paper highlights the importance of customer satisfaction through trust and commitment to build a positive relationship with the customer. Furthermore, this paper demonstrated the framework behind chat marketing, which includes the use of different tools such as live chat platforms, chatbots and live agents or human representatives that help to achieve customer satisfaction through customer support. Moreover, using methods such as: observation, survey and regression analysis, this paper has demonstrated the importance of customer centricity in the financial sector to provide key essentials for employees as incentives that maintain customer satisfaction, while ensuring the flexibility of real-time communication with chatbots or live agents, with the need to have the ease of use and flexibility and various other factors to contribute to customer support satisfaction. As a result, the paper emphasises that in order to increase customer satisfaction with financial start-ups, it is crucial to maintain a low response rate by providing fast and reliable customer assistance. Developing and regularly updating chatbots to facilitate smooth transitions to live agents in complex situations is essential. Implementing an effective ticketing system to automate and monitor issue resolution is essential, with a focus on resolving issues during chat interactions whenever possible. Adopting a hybrid strategy that combines live agents and chatbots helps to meet diverse customer needs in a timely manner. Investing in comprehensive training for live agents is necessary to ensure professional and timely service. In addition, continuous monitoring and analysis of customer feedback plays a key role in improving overall business performance.

Social CRM Strategies: A Key Driver of Strategic Information Exchange Capabilities and Relationship Quality

This study aims to examine the influence of social customer relationship management (CRM) on relationship quality (RQ); the role of strategic information exchange capabilities (SIECs) as a mediator on the relationship between dimensions of social CRM and RQ was also investigated. A self-structured questionnaire survey was conducted on the subordinates working at various family-style restaurants in Egypt. Following a simple random sampling procedure, 466 valid responses were used for data analysis. The findings reveal that three dimensions of social CRM, namely customer service quality (CSQ), integrated marketing channels (IMCs), and online communities (OCs), have statistically significant effects on RQ. Moreover, SIECs mediate the relationship between CS/IMCs/OCs and RQ. The other two dimensions, rewards (RDs) and value-added services (VSs), do not directly or indirectly affect RQ. This study opens new avenues in the existing literature by identifying the most relevant factors affecting RQ in the context of Egyptian restaurants. This study can enable policymakers and restaurant owners to formulate social CRM strategies and achieve customer satisfaction properly. This study explores the mediation mechanism of SIECs on the relationship between dimensions of social CRM and RQ.

Rethinking Digital Customer Complaints’ Problem Solving: The Synchronous Model

Abstract In the current business environment, problem-solving remains a critical and highly relevant skill for achieving customer satisfaction especially in the context of digitalization and industry 4.0 and a strong requirement from IATF 16949. In the present paper, a comprehensive analysis of existing problem-solving models is conducted, examining their strengths, limitations, and applicability in the manufacturing companies. By drawing insights from traditional methodologies, as already addressed in the scientific literature, such as Six-Step Model A3 methodology, 8 Disciplines, Six Sigma, the Cynefin Framework, Kepner-Tregoe Methodology and 5P (Principles) for Problem Solving, a new and integrative model designed to address the shortcomings identified in current approaches is created. This innovative framework, named “Synchronous Model” (Greek word for modern) synthesizes key elements from diverse models, offering a more adaptable solution to complex and modern problem-solving challenges. Emphasizing its potential for business digital transformation, we discuss how the proposed model fosters efficiency, agility, and strategic decision-making within organizational settings. This research not only contributes to the theoretical understanding of problem-solving methodologies but also provides valuable insights for practitioners seeking innovative approaches to address challenges in their respective industries, for which the current methods are either not sufficient or too complex. The integration of “Synchronous Model” is meant to elevate problem-solving practices, offering a transformative impact on business operations and strategic decision-making, all in the benefit of the customer.

Achieving operational excellence: Key factors in total quality management for pharmaceutical industry

The implementation of total quality management always concerned by top management within organization. TQM is the process of involving all employees of organization in its continual improvement to achieve customer satisfaction. The aim of this study is focused at elements & key success factors implemented TQM process. Quality is critically important ingredient to organizational success achieved by TQM, which aimed at prevention of defects rather than detection of defects.