Affect Customer Satisfaction Research Articles

A Comparative Study between Islamic Banks and Conventional Banks in Bangladesh Based on Satisfaction of Debit Card Users

This study is about the measuring of customer satisfaction on debit card use where little attention has been paid to this issue in Bangladesh. Previous studies on Islamic banks and conventional banks were focused on different determinants of customer satisfaction but very few studies on debit card user. The research aim is to identify the level of debit card user satisfaction and its determinants between Islamic banks and conventional banks. For this purpose, a well-planned questionnaire was developed to ensure success and also by providing questionnaires to 300 debit cards holder from Islamic banks and traditional banks using the convenience sampling technique. In this study, bi-variate and regression model were employed to identify the important predictors that affected customer satisfaction regarding debit cards of both types of banks. The study discovered that the customers of conventional banks were more pleased with the overall quality of service than that of Islamic banks were providing. More importantly, traditional banks had security and responsiveness as the driving forces, whereas Islamic banks, as an exception, availability of money and transaction cost were considered less important in customer satisfaction. The most important measures represent the procedures banks may use to tailor their services to individual consumers' needs.

Halal Certification Training as an Effort to Increase Customer Satisfaction in the Start-Up Business of UNUSA Students

Lack of understanding regarding halal label certification in a start-up business within the Nahdlatul Ulama University Surabaya is an obstacle in implementing halal product guarantees for a product or service. If further researched, halal certification on a product, especially in a start-up, will affect customer satisfaction and increase the profits of a business. Therefore, this community service activity aims to provide literacy and training about a halal certification to increase customer satisfaction in the Unusa Student Start-Up business. This community service activity targets 26 students of Nahdlatul Ulama University Surabaya who have a start-up business. The method used is lecture and question and answer. Meanwhile, the evaluation of activities is carried out by distributing questionnaires regarding knowledge related to halal certification and customer satisfaction, which is then analyzed using Paired Sample Test. The results obtained are a significant increase in knowledge (p-value 0.000). This is evidenced by the average knowledge score before training of 3.83 to 5.42 after training. After this training, students hope to get further assistance related to halal certification in start-up businesses

디저트카페의 고객접점서비스가 고객만족과 행동의도에 미치는 영향에 관한 연구

This study attempted to present practical measures and development directions for profit increase, profit generation, and marketing strategies of dessert cafes by grasping the influence relationship between customer contact service, customer satisfaction, and behavioral intention at the moment when various types of dessert cafes are exploding. Theoretical considerations, research models, and hypotheses were based on previous studies, and for empirical analysis, a survey was conducted on restaurant consumers who had experience using and visiting dessert cafes from July 1, 2020 to August 15, 2020. For the data analysis, SPSS 21.0 was used, and demographic characteristics, factor analysis, reliability analysis, and multiple regression analysis were conducted, and the validity and reliability verification results of the factors were verified to be suitable for the significance level. As a result of the study, it was found that the interaction factor of the customer contact service did not affect customer satisfaction, and currently, restaurant consumers tend not to value face-to-face interaction according to social changes and tendencies. Customer satisfaction was found to have a significant effect on behavioral intention, and customer contact service was found to have a significant effect on behavioral intention. This study aims to present service quality improvement and marketing strategies by using various service contacts, identifying consumers' needs through trend analysis, creating service scalps, and strengthening employees' work performance skills

The Effect of Service Quality Dimensions on Patient Satisfaction

The purpose of this study was to determine and analyze the effect of service quality consisting of responsiveness, assurance, physical evidence, empathy, and reliability on patient satisfaction at the Lamaddukelleng Hospital, Wajo Regency, and to determine and analyze the dimensions of service quality that dominantly affect customer satisfaction at the Lamaddukelleng Hospital of Wajo regency. This research was conducted at the Lamaddukelleng Hospital, Wajo Regency, with a population and sample of 370 respondent taken by the purposive sampling. Data analysis is descriptive to explain research data and research descriptions while analyzing quantitative data using Linear Regression analysis tools. The results of this study prove that simultaneously the hypothesis that Ho is rejected and H1 is accepted, namely that responsiveness, assurance, physical evidence, empathy, and reliability have a significant positive effect on patient satisfaction at Lamaddukelleng Hospital, Wajo Regency. Responsiveness, assurance, physical evidence, empathy, and reliability have been applied well in achieving customer satisfaction at the Lamaddukelleng Hospital, Wajo Regency. Based on the study's results, it was found that the dimensions of service quality based on physical evidence were the dominant influences on patient satisfaction at the Lamaddukelleng Hospital, Wajo Regency. This means that consumers have understood that perceived satisfaction is determined by providing services that follow the availability of facilities, facilities, and expertise that are applied to consumers.

Mediating Role of Customer Trust in the Relationship between Promotion on Customer Satisfaction

Today, the COVID-19 pandemic has hit the world since March 2020 and has affected the insurance industry insurance companies are facing a sharp decline in the value of stocks, bonds, and property. This study aims to identify customer satisfaction levels during pandemics in using insurance services. This quantitative study uses a survey questionnaire of 97 respondents. The data was analysed using Partial Least Square, which was assisted by the statistical software SmartPLS-3. The result indicated that the promotion significantly and positively affects customer satisfaction. Besides that, this study found that customer trust does not mediate the relationship between promotion and customer satisfaction. In conclusion, this study has successfully identified the promotion effect on customer satisfaction and the role of customer trust in customer satisfaction.

Quantitative Study on Food Aesthetics, Marketing Mix, and Customers’ Satisfaction Among Restaurant Establishments in Calamba City, Laguna, Philippines

Restaurant customers nowadays expect tasty food and aesthetic appeal as part of their overall experience. This study analyzed how the aesthetic value of restaurants affects customer satisfaction and the use of food aesthetics to build a consumer satisfaction model based on the image and atmosphere of the restaurant, the experiential value, as well as the consumption loyalty among restaurant establishments in Calamba City, Laguna, Philippines. The survey questionnaire consisted of the demographic profile of the customers, their assessment on the food aesthetics in food presentation, the respondents’ perception of the impact of marketing mix on customer satisfaction, and the level of their satisfaction. Quantitative descriptive-correlational research design was employed with 100 respondents selected using random sampling technique. The study discovered that there was no significant relationship between the demographic profile and customers’ satisfaction; there was a substantial connection between the assessment of food aesthetics in food presentation and customers’ satisfaction; and there was a significant relationship between the perception on the marketing mix effects and customers’ satisfaction.

무인카페 정보시스템의 품질특성과 기술적 속성이 고객만족, 재이용 의도에 미치는 영향

This study aims to find the future direction about the systems and attributes of the unmanned store market by raising the perception of customers. The purpose of this study is to see whether the quality characteristics and technical characteristics of unmanned cafes provide satisfaction to customers, leading to the reuse intentions through them. In the case of this study, the research results were derived through technical statistics, factor analysis, correlation analysis, and regression analysis. The focus of the analysis on whether the quality characteristics and technical attributes of unmanned cafes satisfy customers and thereby lead to the reuse intentions was presented. The peculiarity of technical statistics is that the age group of major target customers was in their 20s and 30s, and the main customer group was found to be salespeople. The results of this study showed that the quality characteristics and technical properties of unmanned cafes positively affect customer satisfaction, which also has a positive effect on the reuse intention. As the limitation of this study is limited to unmanned cafes, comparative studies on various unmanned stores, including the recent increasing number of study cafes, are needed. Therefore, the quality characteristics and technical properties of the information system have a significant effect on customer satisfaction, which also has a significant effect on the reuse intention, and it can be seen as a result of the trend of the untact era, when customer behavior excludes interference from others. From a practical point of view, there will be a need to reduce labor costs in cafe operation in the future, which will expand the unmanned cafe store market. Continuous efforts are needed to find various payment systems that can give convenience and trust to customers, apply kiosk menu photos to provide the convenience in kiosk design, operation and menu ordering, develop systems to provide various new menus, and develop differentiated marketing strategies for returning profits through complementation of convenience facilities in order to gain a competitive advantage. As the limitation of this study is limited to unmanned cafes, comparative studies on various unmanned stores, including the recent increasing number of study cafes, are needed.

How Customer Value and Word-of-Mouth (E-WoM) Affect Customer Satisfaction with Fashion Conciousness as a Moderating Variable

This study aims to determine the effect of customer value, e-WOM on customer satisfaction moderated by fashion consciousness. This study uses a quantitative approach with a questionnaire method. The population in this study is the people of Jakarta who have shopped for secondhand clothes. Using non-probability sampling method with purposive sampling technique. Data analysis using Smart PLS. The results showed that customer value and e-WOM had a positive and significant effect on customer satisfaction. Fashion consciousness is able to moderate the negative but significant effect of customer value on customer satisfaction. Fashion consciousness is able to moderate the effect of EWOM on customer satisfaction positively and significantly.

Increasing Repurchase Intention through Experiential Marketing, Service Quality, and Customer Satisfaction

Consumers can make repeat purchases for the umpteenth time for the same products and services on a regular basis. At the same time, consumers also pay attention to current and future situations and conditions. This study aims to understand the application of experiential marketing factors and service quality that can affect customer satisfaction and consumer intentions to make repeat purchases. The focus of this study is to analyze these factors in the service of Korean restaurants in Surabaya. This research is a causal type of quantitative research that uses the Structural Equation Model (SEM) analysis technique. Respondents in this study amounted to 175 Korean restaurant customers in Surabaya who were designated as objects in this study. Determination of respondents is done by using a purposive sampling technique. This study found that experiential marketing positively affects customer repurchase intention directly. That is, efforts to increase experiential marketing can increase customer intention to repurchase. This study also proves that service quality does not significantly affect customer intention to repurchase. This finding shows that service quality has become a fundamental factor considered normal for every restaurant service. Other results prove that the marketing experience is able to influence customers to make repeat purchases if they are satisfied with the products or services they consume.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA MIE GALAK BONDOWOSO

This study aims to examine and determine the effect of two variables, namely product quality and service quality on consumer satisfaction. The hypothesis in this study is that product quality and service quality affect customer satisfaction partially. The object of this research is the consumer of Mie Galak Bondowoso which has a total of 110 respondents using purposive sampling. Data collection techniques using observation, questionnaires, and documentation. The analysis used includes the validity test, reliability test, classical assumption test (normality test, multi-core test, heteroscedasticity test), multiple linear regression analysis and hypothesis testing (t test, determinant coefficient). The results of the study prove that product quality and service quality affect consumer satisfaction at Mie Galak Bondowoso.

Beyond Airbnb. Determinants of Customer Satisfaction in P2P Accommodation in Time of COVID-19

As the P2P (peer-to-peer) accommodation market is expanding, there is a growing interest in the factors affecting customer satisfaction. The previous literature largely concentrates on Airbnb users and tends to use online questionnaires as research data. To address this gap, we analyze the key attributes affecting customer satisfaction in the P2P accommodation market in 2020, the first year of the pandemic, based on onsite research. This will allow the authors to examine the key determinants of customer satisfaction across many platforms. Based on previous research, a conceptual model was developed, and two dimensions of service quality were created: host service quality and facility service quality. An offline primary survey was conducted, and the model was tested using exploratory factor analysis, correlation analysis, and regression analysis. The empirical results show a strong relationship between host service quality and facility service quality and customer satisfaction. This study provides clear theoretical insights to advance our knowledge about the determinants of customer satisfaction. Our results are in line with previous research, despite the survey being conducted during the first year of the pandemic and with the use of offline questionnaires. Furthermore, this study offers practical implications for both peer-to-peer and institutional market actors.

The effect of service quality and quality of savings products on customer satisfaction at islamic banks in Indonesia bekasi branch office 2

The purpose of this study was to find out whether there is an influence between service quality and the quality of savings products partially on customer satisfaction at Bank Syariah Indonesia. The second objective is to determine whether there is an effect between the quality of service and the quality of savings products simultaneously on customer satisfaction at Bank Syariah Indonesia. The results of the study indicate that there is an effect of service quality and the quality of savings products partially or simultaneously on customer satisfaction at Bank Syariah Indonesia. The quality of service in this study affects customer satisfaction and the quality of savings products does not affect customer satisfaction.

A hybrid deep learning approach with genetic and coral reefs metaheuristics for enhanced defect detection in software

Early detection and correction of software defects is essential in the software development process. In the production stage, software with defects negatively impacts on operational costs and ultimately affects customer satisfaction. Although different approaches exist to predict software defects, two essential factors are timely and accurate detection. This paper presents a hybrid Deep Neural Network model for enhanced prediction of software bugs . Different Nature-Inspired Algorithms have been applied to improve the exploration of the hyperparameter solution space to optimize the Deep Neural Network architecture. Experimental investigations have been conducted using NASA dataset to predict software defects and evaluation measures like accuracy, computational time and F1 score have been used for performance comparison. The approach based on the combination of Genetic and Coral Reef metaheuristics outperformed all other models, achieving highest accuracy of around 96% and average F1-score of 0.92.

PENGARUH SISTEM PELACAKAN BERBASIS WEBSITE, KUALITAS LAYANAN LOGISTIK DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN PELANGGAN

Abstract. 
 The growth and development of a country's economy is in dire need of reliable transportation facilities and infrastructure. Delivery services are part of the needs of consumers who tend to want something that is easy, fast, safe and practical in all matters of shipping goods. One way to overcome this, companies in the service sector provide a website-based tracking system and logistics services. If a problem occurs, is willing to handle complaints from customers to achieve customer satisfaction. This study aims to determine the effect of webiste-based tracking systems, logistics service quality and complaint handling on customer satisfaction.
 This research uses descriptive analysis and verification methods. The data collection technique used is by distributing questionnaires. The population in this study were JNE customers in Majalengka Regency with a sample of 100 respondents. The sampling technique used is incidental sampling. This study uses a Likert scale. Data analysis using classical assumption test, multiple regression analysis, coefficient of determination analysis, model feasibility test and hypothesis testing with partial test.
 The results of the research that have been carried out show that website-based tracking systems affect customer satisfaction, logistics service quality affects customer satisfaction, and complaint handling affects customer satisfaction.

LOYALITAS PELANGGAN INTERNET DENGAN MEDIA AKSES TELEPON SELULER

This research analyses internet customer loyalty with cellular phone access media on internet customers in Bandung. This study used customer satisfaction, service quality, and switching costs to measure internet customer loyalty. The number of samples in this research is as many as 200 respondents, and the sampling technique used is judgment sampling. The results of this study are customer satisfaction variables and switching cost variables that significantly affect the loyalty variable. While the service quality variable significantly affects customer satisfaction but does not significantly affect customer loyalty. Keywords: customer satisfaction, service quality, switching cost, internet provider, mobile cellular

Analysis of Customer Relationship Management In Influencing Customer Satisfaction And Loyalty of Bank Muamalat Indonesia In Tulungagung

The paper aims to determine effect customer relationship management through affecting customer satisfaction and loyalty of Bank Muamalat Indonesia in Tulungangung. The study used an associative-quantitative method. The primary data was obtained from the questionaire through Google Form and the secondary data was obtained from observing the office and bank websites. 100 customers of Bank Muamalat Indonesia in Tulungangung was chosen as sample. The data was processed by hypothesis test using IBM SPPS version 25. The results that (a) the customer relationship management has positive and significant effect on customer loyalty, (b) the customer relationship management has positive and significant effect on customer satisfaction, and (c) the customer satisfaction has positive and significant effect on customer loyalty.

The Influence of Service Quality on Customer Satisfaction: A Case Study

The purpose of this study was to determine whether service quality has an effect on customer satisfaction. With a case study on a snack food supplier company. the population of this study is all suppliers who shop at PT. Sinar Niaga Sejahtera Duri-Riau, totaling 1,080 people, using the slovin formula, obtained 95 samples as respondents in this study. For hypothesis testing and data processing, SPSS version 24 was used. It was found from the determination test that the value of R square was 0.509, which means that service quality affects customer satisfaction, the value is 50.9% while the remaining 49.1% is influenced by other independent variables. not observed in this study.

The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate.

In the field of organizational management, research on employees’ life experiences is insufficient. It remains unclear how employees’ non-work experiences affect customer service quality. Building on the spillover theory (an individual’s experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee’s life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees’ overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.

Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

PurposeThis study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation.Design/methodology/approachThe study results rely on a structured survey conducted among an extensive sample of Finnish SMEs. In addition to the examination of the relationship between TQM and company performance in terms of customer satisfaction, personnel satisfaction and company reputation, the study takes a view on the possible effects of the industry, the company size and the certified quality system.FindingsThe results reveal that two TQM dimensions, namely Customer Focus and Product Management, were related to companies' customer satisfaction, whereas four TQM dimensions, namely Management/leadership, Customer Focus, Personnel Management and Risk Management, were related to personnel satisfaction. None of the TQM dimensions were related to company reputation. The control variables – the industry, the company size and the certified quality system – were not found to affect customer satisfaction, personnel satisfaction or company reputation.Originality/valueMost previous studies have been based on traditional TQM classification and have not shown the effects of the latest TQM-related dimensions. Compared to previous studies, this work integrates risk management, digitization, system deployment efficiency and stakeholder management into TQM, which has not been implemented in any previous study. The roles of hard and soft TQM factors have been carefully considered in this study; thus, the study does not place too much emphasis on either direction but provides a balanced picture of the performance of the management systems studied. Although there are studies on the effects of TQM on personnel satisfaction, customer satisfaction and reputation, they are based on a much narrower definition of TQM than that in this study. The business environment is constantly changing, but only a few studies have been conducted to extend the TQM approach. This has led to duplication of studies, and the effects of performance-relevant procedures have not been extensively studied in the past as part of TQM. Therefore, the concept of this study brings significant added value to TQM research and returns the TQM concept to the overall level while considering the requirements of the ISO 9001: 2015 and EFQM 2019 quality standards. The study also considers the effects of ISO 9001 certification and EFQM requirements.

THE EFFECT OF SERVICE QUALITY AND SALES PROMOTION ON REPURCHASE INTENTION THROUGH CUSTOMER SATISFACTION

In service-based e-commerce companies, customer satisfaction is very important to achieve the goals of these services. This is because if the customer is not satisfied with the service that has been provided, it is possible that the customer will not be loyal and make repeated purchases of the company. With this statement, the company can measure customer satisfaction to know in detail what variables affect customer satisfaction, including service quality and sales promotion. This study aims to determine the direct or indirect effect of service quality and sales promotion on repurchase intention through customer satisfaction. This research was conducted on students at 4 different campuses in the city of Malang. The sample of this study amounted to 100 obtained by purposive sampling technique. The analysis used in the analysis using PLS (Partial Least Square). The results of this research show that the direct effect is positive and significant, while the indirect effect is also positive and significant. It is proven that service quality and sales promotion can make customers feel satisfied and make repeat purchases