Affect Customer Satisfaction Research Articles

Hotel Design and Facility Competitiveness in 3-5 Star Hotels in Nairobi County, Kenya

The lack of competitive designs may result in a loss of attractiveness and potential customers. Therefore, this study sought to explore whether and how hotel designs may influence hotel facility competitiveness in 3-5 star hotels in Nairobi hotels, Kenya. The specific objectives were; to establish whether hotel lobby design affects the level of customer satisfaction, to determine the relationship between hotel ambiance and repeat visitation, and to develop design features that have the potential to enhance destination attractiveness. This study adopted a cross-sectional descriptive design utilizing qualitative and quantitative methods. The plan was preferred since data collection was at one point in time, and the target population was from one study area. The sample for the analysis consisted of general hotel managers, marketing managers, and guests selected from a list of three to five-star hotels in Nairobi using convenient sampling techniques. Questionnaires and oral interviews were administered and conducted with guests, hotel managers, marketing managers, and the facility, respectively. Factor analysis was used to identify the correlation among the independent variables. ANOVA was applied to determine the coefficient and the magnitude amongst the independent variables, which attained a 95% confidence level hence high reliability. In addition, single regression analysis was used for individual independent and dependent variables, i.e., hotel design and facility competitiveness. The findings show that the hotel lobby design contributed to guests’ attachment in terms of satisfaction with the hotel to a great extent (91%). According to the findings temperature of the hotel and its ambiance affected customer satisfaction and repeat visitation to a large area (72%). The findings further show that external appearance (55%) and landscape design (54%) were hotel design features with the most significant potential to enhance destination attractiveness. The study hypothesis indicated no important relationship between hotel design and facility competitiveness, in which the model attained a p-value of 0.003, therefore rejecting the null hypothesis. Thus, the study recommended that hotel owners consider improving their lobby design and ensuring they are spacious and attractive to guests. The study revealed that ambiance in the hotel industry is significant as a variable of hotel design and facility competitiveness. Keywords: Hotel Design, Facility, Competitiveness, 3-5 Star Hotels, Nairobi County &nbsp

Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia

The impact of technology on public transport has led to a new online transportation service. Its emergence makes the competition increasingly competitive. Therefore, customer loyalty becomes an important aspect of winning the competition. This research analyzed the effect of customer service, service delivery, onboard experience, public image, service value, and customer satisfaction on customer loyalty to online transportation. 517 respondents were obtained and divided into two groups: captive rider and choice rider. Data processing is carried out using a multigroup SEM technique. The results showed that there was a significant moderation effect of the different characteristics of users. In the captive rider group, onboard experience and service value did not affect customer satisfaction, and service value did not affect customer loyalty. Customer satisfaction influenced customer loyalty, and the effect was more robust than the choice rider group. In the choice rider group, the public image did not affect customer satisfaction, but service value influenced customer loyalty. Factors proven to influence customer loyalty significantly can be developed by companies to improve their competitive advantage in an increasingly competitive market of online transportation services.

Analisis Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan pada Borma Toserba Antapani Bandung

The purpose of this study is to find out how much influence service quality has on customer satisfaction at Borma Toserba Antapani Bandung, and also to find out the constraints and efforts that can be made. The number of samples studied was 93 people taken from the number of visitors for the period January - December 2021. The research method used is quantitative. Then using percentage calculation techniques, validity test, reliability test, normality test, simple linear regression, and t-test. The results of the study show that the percentage calculation rate regarding service quality is 91.82% indicating service quality to customer satisfaction is included in the very good category. The remaining percentage gap (gap) is 8.18% then a significance level of 0.00 <0.05 means that the x variable has a significant effect on the y variable. The value of R Square is 0.593 which means 59.3% of service quality affects customer satisfaction. With the rest, it can be influenced by factors that are not examined with a moderate degree of correlation. It can be concluded that the company has made efforts to improve service quality but the problem is in the number of employees who are not in balance with the number of customers. Thus reducing the level of customer satisfaction. Efforts are taken to maximize customer satisfaction by increasing the number of employees.

The Relationship between Accreditation Status and Public Health Centre Patient Satisfaction in Cirebon on 2021

Accreditation is a mandatory process that must be carried out by public health center in order to improve the quality of health services provided to patients with an output in the form of an accredited status level. Service quality is a measure of how well the level of service provided is in accordance with customer expectations so that it affects customer satisfaction. The study was purposed to find out the relationship between the accreditation status and the level of health centers patient satisfaction in Cirebon City. Data was collected by the 2021 Community Satisfaction Survey of health centers in Cirebon City. The type of research is quantitative research with a cross-sectional approach which was conducted in November 2021 at 2 plenary accredited health centers, 3 main accredited health centers, 11 middle accredited health centers and 6 basic accredited health centers. The study sample was taken from patients who visited the health center during the study period with a total of 8180 respondents using purposive sampling method. Statistical analysis using chi square test and simple logistic regression with 95% confidence level. The results showed that 98.8% of plenary accredited primary health centers were satisfied, 95.1% of main accredited health centers, 84.2% of middle accredited health centers and 82.0% of basic accredited health centers. Based on the results of the chi-square test, the higher the accreditation status of the health centers, the higher the percentage of patient satisfaction. The results of a simple logistic regression test with a comparison of basic accredited status show that OR = 1.170 for middle accredited status, OR = 4.278 for main accredited status and OR = 18.048 for plenary accredited status. It is necessary to improve the quality of services that focus on improving services which are still low and continue to strive to meet the service standards required for health center accreditation.

Determinants of Customer Satisfaction of BMT Mitra Ummat With SERVQUAL Approach

Baitul Maal wa Tamwil is one of the Islamic financial institutions, where increasing customer satisfaction is a priority that must be done. This is done because of the intense business competition in financial institutions. There is satisfaction from customers, the existence of Baitul Maal wa Tamwil can be maintained. The way that can be done to increase customer satisfaction is by providing the best service. The purpose of this study is to determine and analyze the effect of service quality consisting of reliability, emphaty, responsiveness, tangible, and assurance variables on customer satisfaction of BMT Mitra Ummat. Sampling using accidental sampling with the distribution of questionnaires to BMT Mitra Ummat customers. Primary data were analyzed using multiple regression. The results show that the Tangible Variable affects the customer satisfaction of BMT Mitra Ummat. Where obtained a t value of 6.509 with a significant value of 0.000 < 0.05 means that Ha is accepted and Ho is rejected. The Reliability variable does not affect the customer satisfaction of BMT Mitra Ummat. Where obtained a value of t of -1.443 with a significant value of 0.152 > 0.05 means that Ha is rejected and Ho is accepted. The Responssive variable has no effect on customer satisfaction of BMT Mitra Ummat. Where obtained a t value of -3.019 with a significant value of 0.003 < 0.05 means that Ha is rejected and Ho is accepted. The Assurance variable has no effect on customer satisfaction of BMT Mitra Ummat. Where obtained a t value of 1.798 with a significant value of 0.075 > 0.05 means that Ha is rejected and Ho is accepted. The Empathy variable affects the customer satisfaction of BMT Mitra Ummat. Where obtained a t value of 5.604 with a significant value of 0.000 < 0.05 means that Ha is accepted and Ho is rejected. In the research conducted by (Dibyantoro, 2012) where the results obtained were all variables of service quality affecting Customer Satisfaction at PT Bank BTN Palembang branch. However, it is different from this study where the results of the Tangible and Empathy variables affect the Customer Satisfaction of BMT Mitra Ummat, while the variables of Reliability, Responsiveness and Assurance do not affect the satisfaction of BMT Mitra Ummat customers.

Analysis of Factors Affecting Customer Satisfaction on PLN Mobile Users at PLN Tanjungpandan Customer Service Unit

The PLN Mobile application is an application that can be used by smartphone devices that aim to provide services for PLN customers through digital media. The presence of the PLN mobile application is expected to increase customer satisfaction. This study aims to determine customer satisfaction factors, especially for PLN Mobile Application users. This study uses five variables, namely application reliability, interface display, complaints menu, and service response speed as independent variables, and customer satisfaction as the dependent variable, using multiple linear regression analysis. The method used in the study is using multiple linear regression. The results showed that the four independent variables could explain 93.4% of the dependent variable. In contrast, the remaining 6.6% was explained by other variables not included in this study. The independent variables X1 and X3 partially affect the dependent variable Y. In contrast, the independent variables X2 and X4 do not partially affect the dependent variable Y. The four independent variables together influence customer satisfaction variables. The empirical results of this study are higher level of application reliability and complaint menu, the higher the costumer satisfaction of PLN Mobile users.

Effect of Services Innovations on Customer Satisfaction Mediating role of Relationship Improvement in auto Industry

The study examines how service innovation affects customer satisfaction and relationship quality. This study uses customer satisfaction and relationship improvement to predict automotive service innovations. Honda and Toyota users in Lahore were surveyed using a quantitative approach to collect data. Honda 190 and Toyota 115 comprise the 305 sample. Non-probability data collection. Sample proportionally stratified. Factor analysis improves construct validity and reliability. regression analysis and Sobel test for hypothesis acceptance or rejection and mediation effects. This study found a positive and significant relationship between the independent, mediating, and dependent variables. Dealers and agents may be included to generalize the findings. Quantitative methods can reveal customer satisfaction factors. This research can help analyses customer care and management.

Factors Affecting Customer Satisfaction Towards the Social Commerce (S-Commerce) Provided by Facebook; - A Case Study on Features of ‘Payment Gateway’ and ‘Facebook Guarantee’ for Better Customer Satisfaction

Purchases on social commerce (s-commerce) platform provided by Facebook is tremendously increasing in Malaysia, especially after the outbreak of Covid-19 pandemic, which significantly change the purchasing preferences of customers from physically visiting a store to virtually purchasing goods and services. Although s-commerce provide opportunities to homepreneurs and entrepreneurs for developing their business in a platform which connecting people easily, the key question is, how satisfied is the customer for engaging in s-commerce purchasing, which is also contributing to the GDP of Malaysia? Customer satisfaction plays a crucial role for the success of any business. A set of factors affecting customer satisfaction have been identified by previous researchers and authors, in the context of electronic commerce (e-commerce). In this study, the focus would be on s-commerce, based on social support theory, the factors of ‘safety’, ‘security’ and ‘quality’ have been selected to study the significancy of the relationship between customer satisfaction towards the s-commerce of Facebook. Apart from that, add-on of new features namely, ‘payment gateway’ and ‘Facebook guarantee’, which adopted from Shopee, the largest e-commerce platform, been proposed for better customer satisfaction towards s-commerce of Facebook. A survey questionnaire was used to collect the primary data from the sample size of 100 s-commerce of Facebook users from Malaysia in an online basis. Future recommendations have been proposed for increasing the number of samples for expanding the study further.

Relationship of Marketing Mix, Brand Equity to Purchase Decision and Loyalty with Digital Wallet as Moderating during the Covid 19 Pandemic Period

This study aims to examine the relationship between Marketing Mix, Brand Equity with Purchase Decisions, and Loyalty with Digital Wallets to reinforce the relationship between Brand Equity and purchasing decisions. This research is included in cross-sectional research because it was conducted at a particular time and was not compared with other studies. The sample selection technique used non-probability sampling, namely convenience samples, and questionnaires were distributed via e-link via Whatsapp and Facebook. The sample of this study is the population aged 17 years and over who live in Jakarta, Bogor, Depok, Tangerang, and Bekasi. The number of research samples is 271 respondents. This study uses a simultaneous equation approach model with two-stage least square (2SLS) estimation techniques and data processing with SPSS version 26.00. The results showed that marketing mix, brand equity, and customer loyalty positively and significantly affected customer satisfaction. Digital wallets played a moderating factor, statistically, do not influence purchasing decisions. Purchase decisions and customer satisfaction positively and significantly influence customer loyalty. The findings of this study are that in improving smartphone purchasing decisions, the best effort is to prioritize aspects of the marketing mix and brand equity. The digital wallet is not a factor that drives consumer purchasing decisions. Furthermore, customer loyalty can be built in the long term through efforts to optimize purchasing decisions and customer satisfaction

Satisfaction and Loyalty of Korean Restaurant Consumers Based on Consumer Value and Knowledge

Korean food is increasingly popular worldwide, which has made many Korean restaurants pop up, including in Yogyakarta. However, with the various challenges, some restaurants are currently not operating. One of the factors that may be the cause is the need for more consumer satisfaction in the competitive Korean food market. This research examines the effect of consumer values (hedonic and utilitarian value) and consumer knowledge on consumer satisfaction and loyalty in Korean restaurants. Partial Least Square was used in this study by taking a sample of 331 respondents using purposive and snowball sampling techniques through online surveys. Validity and reliability tests were also carried out at the beginning of data processing. Descriptive analysis is used to find out socio-demographic information and consumer behaviour. The analysis results show that consumer value and knowledge positively and significantly affect customer satisfaction and loyalty. Utilitarian has a greater influence than hedonic values. Satisfaction can be explained by hedonic and utilitarian value and consumer knowledge by 60.2%, while consumer loyalty can be explained by 61.8%.

How effective logistics affect customer satisfaction : A literature review

How effective logistics affect customer satisfaction : A literature review

Pengaruh Kualitas Pelayanan, Iklan, Persepsi Harga, Terhadap Kepuasan Pelanggan (Studi Pada Pengguna Gojek Di Kota Metro)


 This study aims to determine the effect of service quality, advertising, price perception on customer satisfaction of gojek users in the city of Metro. This type of research is a quantitative study with an unknown population. Based on calculations using the Lemeshow formula, 96 samples were used that matched the predetermined criteria. The data used is secondary data distribution of questionnaires in the form of a list of questions with several alternative answers for respondents using a Likert scale. The statistical test used to test the hypothesis was multiple linear regression analysis and was tested using the statistical packages for the social science (SPSS) version 25 program.
 Based on the results of statistical tests, partial research shows that service quality has a positive and significant effect on customer satisfaction, advertising has a positive and significant effect on customer satisfaction, price perception has a positive and significant effect on customer satisfaction. Simultaneous research shows that service quality, advertising, price perception together affect customer satisfaction.

Pengaruh Store Atmosphere dan Kualitas Pelayanan terhadap Kepuasan Konsumen ER Cofffe Pekanbaru

The study was conducted at Er Coffee. The purpose of this study is to determine the influence of the store atmosphere and service quality on customer satisfaction at Er Coffee Pekanbaru. Store atmosphere as an independent variable (X1) and service quality as an independent variable (X2) and customer satisfaction as a dependent variable (Y). The problem in this study is that there is fluctuation in the realization of the number of consumers, this is accompanied by the café business increasing every year as can be seen from the data of café competitors. The sample of this study was taken as many as 97 respondents calculated using the Slovin formula. The data obtained from the questionnaire results using the Accidental Sampling technique and then processed to be tested with statistics through the SPSS 23 program. The results of this study show that the results of testing the store atmosphere t test hypothesis on consumer satisfaction, namely t count (8,568) > t table (1,661) means that store atmophere affects consumer satisfaction. Second, the quality of service to customer satisfaction obtained a calculated value (8,279) > t table (1,661) meaning that the quality of service affects customer satisfaction. F store atmosphere test results and service quality have a significant effect on customer satisfaction, namely F count (58,131) > Ftabel (3.09). This means that simultaneously the store atmosphere and service quality have a significant effect on customer satisfaction at Er Coffee Pekanbaru
 Keywords: Store Atmosphere, Service Quality and Customer Satisfaction

PENGARUH LOKASI, HARGA, KELENGKAPAN PRODUK DAN DISPLAY LAYOUT TERHADAP KEPUASAN KONSUMEN PADA TOKO GROSIR WIJAYA KECAMATAN KERTOSONO KABUPATEN NGANJUK

There are many retail businesses that can be found in urban or rural areas such as shops. So this business has experienced rapid development from year to year and has a high level of competition. Store business needs to develop the right marketing strategy in order to attract consumer interest to realize consumer satisfaction. Consumer satisfaction directly or indirectly will have an impact on bussiness succesness. This study aims to determine the effect of location, price, product completeness and display layout on customer satisfaction at the Wijaya grocery store, Kertosono District, Nganjuk Regency partially and simultaneously using an associative quantitative approach. The data source used is primary data by distributing questionnaires to 50 respondents who have purchased at the Wijaya grocery store, Kertosono District, Nganjuk Regency. The results showed that price, product completeness and display layout partially affected customer satisfaction, while location partially had a positive but not significant effect on customer satisfaction at the Wijaya Kertosono wholesale store. Meanwhile, location, price, product completeness and display layout simultaneously have a positive effect on consumer satisfaction at the Wijaya grocery store, Kertosono District, Nganjuk Regency, with a total effect of 65%.

Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines

Today airlines have a special place in passenger transport. Iran Aseman Airlines (IAA)is one of the top airlines in Iran that has been able to occupy a significant share of the Iranian aviation market in recent years. In addition to this company, there are other powerful companies that have forced IAA to update the services and improve the quality of services provided to increase customer satisfaction in the existing competitive environment. There is an urgent call for large companies for optimizing resource allocation to enhance customer satisfaction to survive in the business environment. In this study, the most important factors affecting customer satisfaction in Aseman Airlines were identified and ranked by the Best-Worst Method to allocate resources to increase customer satisfaction optimally. Airline's resources were identified in four different categories: class holding, rewarding, human resource allocation, and direct costs to enhance customer satisfaction. According to the weight of the factors considered by customers and the airline's limitations, an Integer Linear Programming Model was developed, and finally, Practical solutions to improve performance were given to senior managers.

Justice in handling complaints and its impact on satisfaction and loyalty in higher education

Problem and aim. In providing services to students, universities often get complaints from students as customers. Universities must respond to and resolve complaints wisely and fairly to satisfy students with the services provided. The article aims to measure student complaint-handling strategies and their effect on satisfaction and loyalty as customers. The study will examine whether justice in addressing students' complaints, interactional justice, procedural justice, and distributive justice affect student satisfaction and does student satisfaction mediate the relationship between complaint-handling strategies and student loyalty. Research methods. The study involved 328 students from several universities in Indonesia. Samples selected using the purposes sampling method. Data were analysed quantitatively using SmarPLS version 3.3.3. Results. The study resulted that interactional justice significantly affected student satisfaction with a value of 0.019 < 0.05. Procedural justice significantly affects student satisfaction with a value of 0.000 < 0.05, and distributive justice significantly affects student satisfaction with a value of 0.014 < 0.05. This study also found that student satisfaction mediated the relationship between interactional justice, procedural justice, distributive justice and student loyalty with a significance level of value < 0.05. Conclusion. This study confirms that the fair and wise handling of student complaints affects student satisfaction with higher education services and can potentially increase student loyalty. This study strengthens several previous studies, emphasizing that fair complaint handling at companies and other institutions affects customer satisfaction and loyalty. Therefore, universities should care for student satisfaction and loyalty by continuously improving service handling student complaints, both interactional, procedural, and distributive.

Unlocking the Key to Customer Loyalty in Pakistan's E-Logistics Industry: A Quantitative Survey Analysis

The expansion of E-logistics services globally and in Pakistan has made customer satisfaction crucial for the success of many businesses. However, customer satisfaction in the E-logistics industry has been overlooked. This research aims to determine the factors affecting E-Logistics performance and its impact on customer loyalty in Pakistan through a quantitative survey approach using questionnaires. The sample consisted of 659 E-logistics users in Pakistan and data was gathered through physical and online surveys. Customer satisfaction was measured as the dependent variable, with distribution rate, transit time, staff service quality, and traceability as the independent variables. The study also utilized E-payment as a mediating variable. For Normality (Shapiro-Wilk) and for reliability (Cronbach's Alpha) tests were conducted. The results of the descriptive statistics indicated that customers were generally satisfied with the E-Logistics performance. The multiple regression analysis showed that all the independent variables, including distribution rate, transit time, staff service quality, and e-traceability, had a significant impact on customer satisfaction with a significant mediating effect of E-Payment. Staff service quality had the highest impact, followed by transit time, distribution rate, and traceability. In conclusion, this study provides valuable insights into the factors affecting customer satisfaction and loyalty in the E-Logistics industry in Pakistan. The results can help E-Logistics companies to better understand their customers' needs and preferences and improve their performance accordingly.

무인커피전문점의 서비스스케이프가 장소애착과 고객만족 및 고객충성도에 미치는 영향

This study aimed to find out the effect of servicescape of unmanned coffee shops on place attachment, customer satisfaction, and customer satisfaction. To achieve the above purpose, it was conducted from November 1, 2022 to November 25, 2022 as a convenience extraction method, and it was conducted online for customers who used unmanned coffee shops within one month. A total of 344 copies were used in the final analysis. Frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation analysis were conducted. Through the results of this study, it was verified that among the physical environmental factors of unmanned coffee shops, comfort affects place attachment, and place attachment affects customer satisfaction and customer loyalty. Through this, it was verified that small business owners and food service marketers who are experiencing difficulties in terms of cost should consider comfort as the most important factor among service scape factors when starting a business or supporting consulting.

고객만족 향상을 위한 배달음식의 서비스품질 중요도 및 수행도 분석

This study analyzes the importance and performance and investigates the effect of delivery food service quality on customer satisfaction. The subjects enrolled in this study were adults in their 20s to 50s living in Seoul city who had used food delivery service applications within the last two weeks. A convenience sampling method was conducted, and data were collected via an online survey from August 10 to August 11, 2022. A total of 250 responses were collected from customers. Our study revealed that the delivery food service quality consisted of 5 factors and 16 items. Based on the IPA analysis of delivery food service quality, items that were prioritized for improvement included ‘kitchen hygiene’, ‘sanitary cooking’, ‘safe and clean delivery food’, ‘quick customer complaint handling’, and ‘easy order cancellation and refund processing’. Analyzing the effect of delivery food service quality on customer satisfaction revealed that ‘food’ (p0.05), ‘delivery’ (p0.05), ‘order’ (p0.001), and ‘compensation’ (p0.01) were factors that significantly affected customer satisfaction; however, ‘safety’ had no significant impact on customer satisfaction.

Factors Affecting Customer Satisfaction with The Telecommunication Industry in Saudi Arabia

Telecommunications is a customer-oriented industry in which client satisfaction is crucial for an organization's survival. Social media plays a vital role in customer decisions, acting as both a search tool and a communication channel. On social media platforms, customers can air their grievances, and a company can use these complaints to improve its products and services. During the first quarter of 2022, sentiment analysis was conducted to evaluate customer satisfaction with telecom services in Saudi Arabia. With a machine-learning approach, more than 90K comments were recorded and categorized as positive, negative, or neutral. For the classification, we utilised a support vector machine (SVM) model with an average accuracy of 88%. After that, We utilised thematic analysis of social engagement opinions. We identified seven themes among the comments related to factors affecting efficiency and satisfaction with telecommunications services: product, package, price, promotion, place, people, and public relations. In conclusion, we recommend some solutions to improve efficiency and increase customer satisfaction in the telecom sector.