Affect Customer Satisfaction Research Articles

Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions

Artificial intelligence chatbots have invaded the tourism industry owing to their low cost and high efficiency. However, the influence of emotional expressions of chatbots on service outcomes has not received much attention from researchers. Drawing upon expectancy violations theory, we explored how emotional expressions of chatbots affect customer satisfaction using three experiments in the context of tourist attraction recommendations. Chatbots' expressions of concern for customers can improve customer satisfaction by reducing expectancy violations. In particular, customer's goal orientation, the human-likeness of chatbot's avatars, and the relationship type between customers and chatbots can moderate the negative relationship between emotional expression and expectancy violation. These findings advance research on the emotional expressions of chatbots and provide critical insights for deploying chatbots in customer service in the tourism industry.

Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Mcdonald’s Darmo Surabaya

This study aims to see the effect of service quality on customer satisfaction at McDonald Darmo Surabaya. This type of research is quantitative with information described in the form of numbers as a tool to obtain information regarding what is known. The population used is McDonald Darmo Surabaya consumers with a sample of 100 people determined through the use of purpsove sampling. The results obtained show that service quality significantly affects customer satisfaction at McDonald Darmo Surabaya, through the t test obtained a sig value of 0.000 (<0.05) which indicates the hypothesis for service quality at McDonald Darmo Surabaya has a significant effect on customer satisfaction at McDonald Darmo Surabaya is accepted. Then through the coefficient of determination test, a value of 0.720 or 72.0% is obtained which reflects the dimensions of service quality in influencing consumer satisfaction, namely 28%, while the rest is influenced by external variables.

Buyer–seller interactions and customer satisfaction – the moderating role of COVID-19 protocols: a study of small apparel fashion enterprises in the regional shopping malls in Ghana

PurposeThe study explored the relationship between buyer–seller interactions and customer satisfaction in the small apparel fashion enterprises in the emerging markets. The moderating role of COVID-19 protocols implementations on buyer–seller interactions and customer satisfaction was further examined.Design/methodology/approachBuyer–seller interactions affecting customer satisfaction were divided into three constructs, namely, interactions relating to the overall customers shopping experience, smooth payment process and in-store interactions, and the COVID-19 protocols implementations were used as a moderator. A convenient sampling strategy was adopted to survey 450 customers of apparel fashion enterprises within the four regions in Ghana, of which 397 were validly used for the analysis. Existing questionnaires were adapted to collect data from the respondents. The data collected was therefore analysed using SPSS and SmartPLS programme to ascertain the nature of the relationships among the variables.FindingsThe study found that, in-store interactions, shopping experience and smooth payment processes directly influence customer satisfaction. However, the implementation of COVID-19 protocols failed to moderate the relationship between buyer–seller interactions and customer satisfaction.Research limitations/implicationsThe limitations of the study involve its context-specific, focusing on the small apparel and fashion market. Also, future researchers can re-examine the model in other geographical jurisdictions, focusing on small apparel owners’ competencies and other variables that position buyer–seller interactions as precursors of customer satisfaction in the small apparel fashion industry. The theoretical and managerial relevance of the findings are also discussed.Originality/valueThe paper extends the domain of buyer–seller interactions and customer satisfaction phenomena within the apparel fashion industry. Its examination of the impact of COVID-19 protocols’ implementation on customer satisfaction provides an insight into managers regarding how the applications can affect customers in a typical shopping environment.

Analytic hierarchy process for evaluating the quality of courier services in e-commerce services from the perspective of Pos Indonesia Purwokerto

E-commerce became one of the technological developments in Indonesia in the fourth industrial revolution. Since then, the daily needs transaction process has become accessible through the e-commerce platform. The rapid development of e-commerce is predicted to increase and thus encourage the development of courier services over the past period, making courier services an essential element that affects customer satisfaction in e-commerce services. An analysis of customer satisfaction in several e-commerce service providers towards customer reviews on Google Play conducted by Sasmita and a statement by the Ministry of Trade through a consumer complaint report in 2021 stated that complaints about problems in the e-commerce sector have increased, which includes courier services incorporated with e-commerce service providers. Gulc argued that at least seven factors determine the quality of courier service based on the customer's perspective. The AHP method assists courier services affiliated with e-commerce services in recognizing which of these seven factors of courier service quality dimensions require attention to create a sustainable competitive advantage. This research aims to measure the priority level of criteria in determining the quality of courier services on e-commerce platforms, thus providing recommendations for the appropriate service priorities for courier service companies. The calculation results using AHP on the seven factors determining the quality of courier service according to the Manager Assistant of the Service Department at the Central Purwokerto Branch of the Kantor POS Indonesia show that the responsiveness criterion is more important than the other six criteria.

Studying the Factors Affecting Customer Satisfaction and Loyalty for Sportswear Brands in China: The Case of ERKE

This study aims to investigate the customer satisfaction and brand loyalty of ERKE sportswear in China. Because the ERKE brand market share has declined in China’s competitive sportswear market. The research questions focus on the factors influencing customer satisfaction and brand loyalty, while the hypotheses examine the impact of price value, hedonic value, service quality, and perceived sensory experience on customer satisfaction and brand loyalty. Meanwhile, the study adopts a purposive sampling technique and collects data through an online questionnaire distributed to 226 participants in Foshan, a second-tier city in China. Various statistical analyses, including frequency analysis, reliability analysis, correlation analysis, T-test, ANOVA, and linear regression analysis, are conducted using SPSS software. The findings reveal the importance of price value, hedonic value, service quality, and perceived sensory experience in influencing customer satisfaction and brand loyalty. Based on the results, practical recommendations are provided, including the need for marketers to consider these factors in their strategies, develop brand differentiation strategies, utilize big data and artificial intelligence for precise marketing plans, and enhance pre-sales and after-sales services. These findings contribute to the understanding of consumer behavior and provide valuable insights for the sportswear industry in China.

한·중 간 배송 대행 업체의 물류 서비스 품질이 고객 만족도에 미치는 영향 연구

Purpose - The purpose of this study is to find through empirical analysis how the quality of the logistics service of delivery agencies between Korea and China affects customer satisfaction and the perceived value of consumers, and how perceived value as a mediating factor affects customer satisfaction.
 Design/Methodology/Approach - In this study, data were collected through a questionnaire based on previous studies. Descriptive statistical analysis, reliability analysis, validity analysis, correlation, and other statistical analysis were performed on the sample data collected from the questionnaire using SPSS 26.0 and AMOS 26.0.
 Findings - It was empirically analyzed that the quality of logistics service of delivery agencies have a significant effect on customer satisfaction. Perceived value was empirically analyzed to play a mediating role in the influence relationship between the logistics services of delivery agencies and customer satisfaction.
 Research Implications - The tick size reduction was consistent and supports previous research from different countries. The bid-ask spread, ask depth, and bid depth significantly decreased, the trading volume had a tendency to increase as well, although it was not significant. For IDX and Bapepam, additional information related to changes that occurred as a result of the implementation of the new policy in stock trading was noted. Investors can use the information from this study to make investment decisions. This study was able to obtain 169 samples during 90 day observation period. Furthermore, this study used multiple statistic methods that give robust results to accept or reject the hypotheses.

Factors Affecting Customer Satisfaction on Online Shopping: An Empirical Study

This paper examines the effect of website layout, privacy and security, customer experience, customer service, and product delivery service on online shopping satisfaction in Malaysia. With swift economic development and advanced digital technology infrastructure, online shopping in Malaysia is undergoing transformation. Businesses are advised to change their business operation towards digitalization. In this study, the survey link containing the questionnaire was sent to 300 respondents randomly via several online social media platforms. As a result, 257 responses were received with 85.67% of the response rate. Based on the findings from the multiple regression analysis, website design, customer experience, and product delivery service all had a significant impact on online shopping satisfaction. Further investigation also revealed that website layout was the most important determinant of satisfaction. Therefore, it is critical for online retailers to better understand their online customers' preferences to create better customer values that lead to customer satisfaction and the development of long-term profitable relationships.

The Effect of Marketing Mix on Customer Satisfaction at Sinar Terang Elektrik Stores in Medan City

This study aims to determine the effect of product, price, promotion, and location on consumer satisfaction. All data in this study were obtained from research using questionnaires in Medan. The analysis technique in this study used multiple regression analysis using the Statistical Package for the Social Sciences (SPSS). The population of this study were consumers of Sinar Terang Elektrik Stores, with a sample of 96 respondents based on random sampling. The results showed that the influence of the marketing mix simultaneously and partially had a significant effect on customer satisfaction. However, only product and price significantly affect customer satisfaction, while promotion and location do not.

THE EFFECT OF DIGITAL BANKING IMPLEMENTATION ON CUSTOMER SATISFACTION (CASE STUDY OF BSI DIGITAL BANKING USER CUSTOMERS)

This study aims to determine the extent to which the influence of Accuracy (X1), Speed (X2), Security (X3) affects customer satisfaction at Bank BSI KCP S. Parman. This study uses a quantitative approach with sampling using the Non Probability Sampling method. The type of data used in this study is primary data obtained from questionnaires filled out by respondents directly. And secondary data that comes from books, journals, research results, practical work reports and related to the author's research objects. In this study, the population that will be taken is all BSI KCP S. Parman customers in 2022 as many as 9,950 people. The analysis tool uses multiple linear regression analysis. The results of the study show that the variables Accuracy (X1), Speed (X2), Security (X3) simultaneously affect customer satisfaction using digital banking BSI KCP S. Parman. The coefficient of determination value is 0.741. This means that 74.1% of bank existence is influenced by Accuracy (X1), Speed (X2), and Security (X3), while the remaining 25.9% of customer satisfaction is influenced by other variables not examined in this study.

The Influence of Service Quality, Business Capacity Development Programs, and Word of Mouth on Customer Satisfaction and Loyalty of Mekaar Permodalan Nasional Madani Customers in Bandung Branch

To improve service quality, PNM innovated by launching the Business Capacity Development (PKU) program. PNM also empowers existing customers to attract new prospective customers through Word of Mouth. There are two analysis methods used, namely outer model analysis with Convergent Validity, Discriminant Validity, Composite Reliability, Cronbach's Alpha and using inner model analysis with Hypothesis Test. Outcome from this study are Customer Satisfaction affecting Customer Loyalty. Service positively and insignificant affecting on Customer Loyalty. The PKU program not affecting Customer Loyalty. WOM positively and insignificant affecting on Customer Loyalty. Service quality affecting customer satisfaction. PKU program not affecting customer satisfaction. WOM has a significant positive effect on Customer Satisfaction

The Effect Of Radio Frequency Spectrum Licensing Service Quality On User Satisfaction In East Java: IPA Analysis And Top Two Box

Hall Monitor SFR Class I Surabaya is a Technical Implementation Unit in charge of supervising and controlling the use of SFR. To determine customer satisfaction with SFR licensing services, research was conducted where the measurement of the satisfaction index was based on 9 indicators, namely Requirements, Service Procedures, Time to Complete, Ease of Payment of Tariffs, Products, Competence of Implementers, Behavior of Implementers, Handling Complaints, Infrastructure. The analysis used to measure satisfaction is the Top Two Boxes Analysis and Importance Performance Analysis methods. Based on the results of the analysis, it was concluded that the Service Satisfaction Index value was 90.84 with service quality A (very good). The results of the IPA 2 indicators must be considered and improved by Balmon Surabaya related to factors that affect customer satisfaction with SFR licensing services. These factors are Complaint Handling and Infrastructure.

The Effect of Perceived Value Using the Gamification Program on Customer Loyalty through Customer Satisfaction as an Intervening Variable (Study on Dana E-Wallet Application Users)

The tight competition of e-wallets in Indonesia requires DANA to continue to innovate in order to maintain the loyalty of its customers. One of these innovations is by providing value to customers through the application of gamification in the DANA application. On the other hand, although there is great hope that gamification can increase loyalty, researchers from Gartner stated that gamification tends to fail due to poor implementation. In DANA's own gamification program, many customers complain due to the current rules applied. This study aims to determine whether DANA's gamification program can create satisfaction as well as loyalty of its customers. The number of samples in this study were 100 respondents aged over 17 years, where the respondents were DANA users and had participated in the DANA Surprize program. Sampling was done using purposive sampling technique. The data analysis process was carried out using PLS with SmartPLS software version 4.0.9.2. Overall this research resulted in: (1) Hedonic, utilitarian, and social values in gamification affect customer satisfaction, (2) Customer satisfaction affects customer loyalty, (3) Hedonic values in gamification affect customer loyalty, while utilitarian and social values in gamification have no effect on customer loyalty, (4) Customer satisfaction mediates the relationship between hedonic, utilitarian, and social values in gamification to customer loyalty.

Pengaruh Keamanan, Kemudahan, dan Kepercayaan Terhadap Kepuasan Pelanggan Pada PT Lion Parcel

The purpose of this study was to determine the effect of security, convenience, and trust on customer satisfaction at PT Lion Parcel. This study was conducted using quantitative techniques. The sample of this study was used as many as 100 respondents in PT Lion Parcel customers using the Cochran formula. Questionnaires were used as a data collection technique. By using SPSS 25 software, data analysis techniques include descriptive statistics test, data quality test, classic assumption test, influence test, and hypothesis test. Based on the results of multiple linear regression, security (X1) has an effect of 0,104 or 10,4% on customer satisfaction (Y) at PT Lion Parcel, ease (X2) has an effect of 0,536 or 53,6% on customer satisfaction (Y) at PT Lion Parcel and trust (X3) has an effect of 0,245 or 24,5% on customer satisfaction (Y) at PT Lion Parcel. Safety, convenience, and trust factors affect customer satisfaction (Y) at PT Lion Parcel by 64,9% in accordance with the coefficient of determination (R2) data. Based on the hypothesis test results found that security, convenience, and confidence have a positive and significant effect partially or simultaneously on customer satisfaction at PT Lion Parcel

Reducing the Delayed Lead Time of Purchase Requisition to Purchase Orders for Standard Part Commodity in the Procurement Department of the Avionics Sector

The efficiency and effectiveness of procurement processes perform a critical role in the smooth operation of organizations, particularly in industries with intricate supply chains, such as the aviation sector. This thesis focuses on the delayed lead time of purchase requisitions to purchase orders for standard part commodities inside Procurement Department. Through a comprehensive analysis of the procurement workflow, data collection, and interviews with key stakeholders, this study aims to identify the root causes and consequences of the delayed lead time in the procurement and also determine the best strategy supply chain for the procurement department. The root cause reveals several factors that contribute to the delayed lead time, such as ineffective and inefficient processes, manual working procedures, particularly in the negotiation and evaluation process between buyer and Supplier, bureaucracy in the document, poor in managing and updating the data of requirements supplier, no back up for new prospect supplier, and a lack of monitoring and communication between internal and external departments. Furthermore, the consequences of this delay include delays in following processes in other departments, increasing the potential of product delivery delays to clients, and affecting customer satisfaction. Based on the findings of these studies, several business solutions have been proposed to address these challenges. The conclusion of the entire analysis process is the implementation of e-procurement with a vendor management system. By implementing these suggestions, the Procurement Department significantly reduced the lead time by 65%. The benefits obtained lead to increased operational efficiency, reduced possibility of product delays to consumers, and increased customer satisfaction.

Quality impact, with the use of more than three sigmas in the statistical control of processes by variables

The main objective of this study is to show how the use of more than ± 3? in the formulas to determine the limits of the variables in the statistical process control charts affects the quality of the manufactured products and, consequently, the final consumer. In the research process, the induction and description methods were used to determine the required values of the parameters, constants and others used, which allow showing the proposed objective. The results in this study indicate that the use of more than ± 3? in the statistical process control formulas by variables can have a negative impact on the quality of the final product. This is because the use of wider limits may allow more variability in the process to go undetected, which may result in more defective or out-of-specification products. Consequently, this can negatively affect customer satisfaction and company reputation. Therefore, it is important to take these findings into account when setting control limits on statistical process control charts.

Persepsi Nilai Mampu Memediasi Terwujudnya Kepuasan Pelanggan

This Research Is To Examine And Analyze The Effect Of Customer Experience, Customer Expectations And Perceived Quality On Customer Satisfaction With Perceived Value As An Intervening Variable In An Empirical Study On Zeta Green At Pt Dipo Technology. The Problem Faced By Pt Dipo Technology Is An Increase In Complaints From Customers And A Decreased Percentage Of Satisfaction. This Research Was Conducted Using The Quantitative Research Method And Analyzed Using Smartpls 4. The Population In This Study Were Customers Who Had Purchased Zeta Green Products More Than Once, A Total Of 171 People. The Sample Used Was 120 People. The Determination Of The Sample In This Study Used Non-Probability Sampling And The Sampling Technique Was Purposive Sampling. The Results Of The Analysis Show That Customer Experience, Customer Expectations And Perceived Quality Have A Positive And Significant Effect On Perceived Value And Customer Satisfaction. Perceived Value Is Able To Mediate The Effect Of Customer Experience, Customer Expectations And Perceived Quality On Customer Satisfaction. Based On The Adjusted R Square Value, It Explains That Customer Experience, Customer Expectations, Perceived Quality And Perceived Value Affect Customer Satisfaction By 81.3% And The Rest Is Explained By Other Variables Not Present In The Study.

An Empirical Study on the Factors Affecting Customer Satisfaction and Customer Loyalty in Online Transportation Apps

An Empirical Study on the Factors Affecting Customer Satisfaction and Customer Loyalty in Online Transportation Apps

Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan: Studi Empiris pada Minuman dan Makanan

Quality service plays an important role in shaping customer satisfaction, but it is also closely related to creating profits for the company. The purpose of the study is whether service quality affects customer satisfaction, whether price affects customer satisfaction and whether service quality and price affect customer satisfaction. The analysis method used is descriptive analysis and multiple linear regression. This research was conducted in relation to the context (implementation of service quality, price and customer satisfaction). In addition, the theoretical gap (detailed perspective on each dimension) left by previous research. The results showed that service quality and price affect customer satisfaction at Café Gartenhutte Trawas. Quality and price show a multiple correlation 0.809 which shows a strong relationship between the independent variable and the dependent variable. This research has implications for businesses that should use their websites to convey information and offer the best customer service to increase perceived value.

The Use of Machine Learning in the Analysis of Pawnshop Digital Service on Customer Satisfaction

This study uses analytical techniques, machine learning technology, and questionnaire surveys to assess how well Pegadaian Digital Service treats pawnshop customers. The study findings show that the service quality of Pegadaian Digital Service which includes elements such as application, fluency, speed, ease of use, service function, connection, interface/appearance, and ease of use, significantly affects customer satisfaction, although the two analytical methods used in this study are slightly different due to the demographic coverage of the sample. In addition, sentiment stems from the results of machine learning data processing, with 6.8% neutral, 46.4% negative (dissatisfied), and 46.8% positive (appointed). Meanwhile, survey data shows that 80% of clients in the Karanganyar area are satisfied, including 10% very satisfied, 20% satisfied, and 50% quite satisfied

Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Lokasi Terhadap Kepuasan Pelanggan di Restoran I’am Geprek Bensu Harapan Indah

This study aims to analyze the effect of product quality, service quality, and location on customer satisfaction at I'am Geprek Bensu Restaurant. The sample of this study consisted of 100 respondents who were active customers of the restaurant. Data were collected using questionnaires and analyzed using multiple linear regression analysis methods. The results showed that product quality, service quality, and location significantly affect customer satisfaction at I'am Geprek Bensu Restaurant. High product quality, including good taste, attractive presentation, and fresh raw materials, significantly influences customer satisfaction. In addition, good service quality, such as staff friendliness, responsiveness, and service efficiency, also contributes positively to customer satisfaction. These findings suggest that customers tend to feel more satisfied if they receive high-quality products and good service. Furthermore, the location of the restaurant also has a significant influence on customer satisfaction. The strategic location, easy access, and adequate parking facilities provide comfort and convenience for customers to visit the restaurant. These findings suggest that choosing the right location can improve customer satisfaction and reinforce a restaurant's positive image. This research makes an important contribution to understanding the factors that influence customer satisfaction in the restaurant industry. The results of this study guide the management of I'am Geprek Bensu Restaurant to improve product quality, service quality, and choose a strategic location to increase customer satisfaction