Affect Customer Satisfaction Research Articles

외식업체 카카오톡 채널 마케팅 특성이 충동구매와 고객 만족에 미치는 영향

This study investigates the influence of food service companies' Kakao Talk channel marketing characteristics on impulsive purchasing and customer satisfaction. For this research objective, an online survey was conducted using a convenience sampling method for customers who have purchased products and services from food service companies through Kakao Talk channels living in Seoul, Gyeonggi, and Incheon. Using the Google Online Questionnaire method, it was distributed from October 5, 2023, and conducted until October 30, 2023. A total of 210 people participated in this survey, and 200 copies were used for empirical analysis, excluding ten invalid responses. The research findings of this study are as follows. First, accessibility and economy positively and significantly affect impulse purchasing. Second, impulse purchasing has a positive and significant effect on customer satisfaction. Third, accessibility, reliability, and economy positively and significantly affect customer satisfaction. These results provide implications for developing channel marketing strategies that allow food service companies to increase impulse purchasing and customer satisfaction by utilizing the marketing characteristics of Kakao Talk channels.

PENGARUH PERCEIVED QUALITY DAN PERCEIVED VALUE TERHADAP KEPUASAN PELANGGAN KEJU LOKAL INDONESIA

The aim of this study is to analyze how perceived value and perceived quality affect customer satisfaction. Additionally, determining which variable has a greater impact on customer satisfaction. The research object was the local brand of Indonesian cheese, branded X. The research approach used was quantitative, with primary data sources. Purposive sampling is the approach used in the data collection process. A survey conducted online with all X cheese buyers obtained 158 responses. According to the research findings, customer satisfaction is positively and significantly impacted by perceived value and perceived quality. Customer satisfaction is more strongly influenced by perceived quality. It is essential for companies to uphold the quality of their products and showcase their beliefs in every promotional activity. Keywords — Customer Satisfaction, cheese, kepuasan pelanggan, perceived quality, perceived value

FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS

This research examines the influence of service quality, corporate image, customer satisfaction, and customer engagement on loyalty in Islamic banks. The study was conducted by distributing questionnaires to 500 randomly selected West Sumatra, Indonesia respondents. This research uses Structural Equation Model Analysis. The findings of this study show that service quality and company image significantly affect customer satisfaction at Islamic banks. It is indicated that service quality and company image significantly and positively impact customer engagement. It is found that all determinant factors, directly and indirectly, affect customer loyalty to Islamic banks. From the results of this study, it is expected that Islamic bank executives must identify the elements that influence customer loyalty because these factors directly or indirectly affect the customer loyalty variable. The results of this study can be used as a consideration for Islamic bank managers in developing marketing strategies because they are closely related to the marketing performance managers need to control the service performance of Islamic banks. Theoretically, this research is also a new reference for researchers studying Islamic banks. Further researchers can adapt the model and variable indicators in this study, which can be applied further.

The Effect of Service and User Interface on Consumer Satisfaction in Remittances from South Korea to Indonesia through the GME Application

This study aims to determine the Effect of Service and User Interface on Consumer Satisfaction of Remittances from South Korea to Indonesia through the GME Application. The method used in this study is quantitative with an explanatory research approach. From the SPSS output, it is known that the hypothesis criteria of the t test (partial) on the service variable are rejected when the sign > 0.05 and accepted when the sign > 0.05 SPSS test results show that 3,896 and H_o1 t_hitung≤t_tabel H_a1 t_hitung≥t_tabel,t_hitung t_tabel1,655 there is a linear relationship between the service and the user interface significantly liniearity of 0.000 < 0.05. User interface variables are rejected when the sign > 0.05 and accepted when the sign > 0.05 SPSS test results show that 2,392 and H_o1 t_hitung≤t_tabel H_a1 t_hitung≥t_tabel,t_hitung t_tabel1,655 there is a linear relationship between the user interface to consumer satisfaction with significant linearity of 0.018 < 0.05. It was concluded that the service and user interface affect customer satisfaction in sending money from South Korea to Indonesia through the application GME, is expected to provide more services in the process of transferring money between countries.

The Effect of Service Quality and Service Innovation on Customer Satisfaction at PT PLN (Persero) ULP Teluk Betung

This research uses quantitative methods, involving 100 respondents as samples. During this process, the instruments in the study were tested for validity and reliability. Followed by a classic assumption test consisting of normality test and multicollinearity test. Furthermore, hypothesis testing includes multiple linear regression analysis, coefficient of determination (R2 ), t test and f test. The purpose of this study was to determine whether service quality and service innovation affect customer satisfaction at PT PLN (Persero) ULP Teluk Betung. In this study, Service Quality affects Customer Satisfaction. This shows that the hypothesis is accepted. The value of Service Quality t count is 4.246> from t table 1.984. The results showed that Service Quality significantly affected Customer Satisfaction, Service Quality was rated positively in multiple regression analysis. The results of the study Service Innovation has a positive and significant effect on Customer Satisfaction, meaning that the hypothesis is accepted. The t test results show that the t value of Service Innovation is greater than the t table (7.256> 984). In multiple regression analysis, Service Innovation has a positive value on Customer Satisfaction. PLN is a state-claimed business that is delegated as a provider of electricity. Therefore, it needs a lot of innovation to attract new customers and service quality must be the main focus because it can create customer satisfaction and will affect customer loyalty.

Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions

This study was motivated by authors’ curiosity to study Shoppe as a booming e-commercecompany, while logistics services are critical for Shopee’s success in term of satisfyingits customers. This study aims to examine how factors of logistic dimensions affectcustomer satisfaction of Shoppe and is basic research. The authors applied a correlationalresearch type with a quantitative approach. The primary data were obtained directly fromrespondents by distributing a questionnaire. They were analyzed using SEM approachand Analysis of Moment Structures (AMOS) software. The results show that of 7hypotheses are supported. All factors of logistics dimensions: availability, delivery time,shipping cost, delivery reliability, product quality and condition, consumer complaintand return policy, and information quality affect customer satisfaction. This implies thatShoppe must make its stocks available, ensure its delivery time on time, pay attentionon its shipping cost, ensure the delivery of goods is in accordance with the conditionsapplied, the product packaging during shipping is not damaged, a simple return policy,provide information that meets expectations to satisfy its consumers. The present studycan shed light on the logistics services dimensions that align with customer expectationsin the e-commerce industry. Understanding these crucial logistics dimensions can enableShopee to better tailor their logistics operations to meet and exceed customer needs,ultimately resulting in satisfaction.

THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AT WS HOTEL IN SURABAYA

This study aims to examine and analyze the variables that influence customer satisfaction. The variables studied include service quality, customer value and customer satisfaction. This research is quantitative in nature and focuses on the analysis of variables that affect customer satisfaction with a survey method approach using a questionnaire. The population in this study are WS hotel customers in the period from 2021 to 2023. The research was conducted on 159 respondents using a purposive sampling technique. The results of the study show that the service quality variable has a significant and positive effect on customer satisfaction variables, the service quality variable has a significant and positive effect on customer value, the customer value variable has a significant and positive effect on customer satisfaction and the service quality variable has a significant and positive effect on satisfaction customers through customer value intervening variables. This shows that maintaining and improving service quality has an impact on customer value which in the end is expected customer satisfaction to be achieved.

Antecedents of Customer Satisfaction in Postal Financial Services: An Investigation in India Post

The primary intention of the study is to analyse the relationship between the important antecedents of customer satisfaction such as image, expectations, financial service quality, customer interaction quality and perceived value, with customer satisfaction. Therefore, the present study helps better understand the relationship between these variables and how they affect customer satisfaction in the context of the postal sector in India. By employing a well-structured questionnaire to collect data from 201 customers of India Post financial services, an integrated model was designed and evaluated. The results obtained through PLS-SEM explain the relationship between customer satisfaction with financial services in India Post and its antecedents. The results have relevant implications for India Post to better understand the customer’s needs for postal financial services.

Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trust

PurposeIn this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty.Design/methodology/approachIn the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses.FindingsAs a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction.Practical implicationsThe customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met.Originality/valueIn the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.

Determinants Of Customer Satisfaction Against The Intention To Revisit At Hangry Fast Food Restaurant

In Liu and Jang's (2009) research, they state that revisit intentions are important because the company's focus on its mission and goals can be maintained by reviewing revisit intentions, which ensures that all actions and decisions are in line with these intentions. The purpose of this study is to explore the influence of food quality, perceived value, fair price, customer satisfaction, revisit intentions, and Electronic of Mouth. The population of this study is people who live in Jakarta, Bogor, Depok, Tanggerang, and Bekasi who order Hangry online. The sample in this study was 160 people. Using a nonpurposive sampling method to select respondent criteria. The data analysis method used is path analysis through the Partial Least Squares Structural Equation Model (PLS-SEM). In this study it was found that food quality has an effect on fair price, fair price and food quality has an effect on perceived value. Food quality, fair price, and perceived value do not affect customer satisfaction. Customer satisfaction influences revisit intention. Customer satisfaction did not successfully influence E-WOM.

Converse: Brand Image & Product Quality Effect through Customer Satisfaction toward Repurchase Intention

The Aim of this research is to identify the effect of brand image and product quality toward repurchase intention of Converse Shoes in Pontianak City with customer satisfaction as intervening variable. Method used in this research is associative. Sample used in this research are 100 persons with decided criteria such as the customers used the shoes or they had bought the Converse shoes. The data analysis technique in this research are conducted with Structural Equation Model (SEM) assisted by SmartPLS. 3.0 software. Based on the finding, the direct effect among brand image, product quality and customer satisfaction resulted positively significant toward repurchase intention. Yet, brand image did not affect customer satisfaction significantly, moreover product quality successfully affected toward customer satisfaction positive and significantly. The indirect effect of brand image intervened by customer satisfaction toward repurchase intention resulted insignificantly yet positive, lastly, the indirect effect of product quality intervened by customer satisfaction toward repurchase intention resulted positively significant. Further study is needed as the coverage of samples is limited. Converse as the corporate needs to improve the quality of their produced shoes rather than their brand image.

Celebrity Support and Service Quality on Customer Satisfaction Mediated by Brand Image of Tokopedia Users

Tokopedia, currently ranked second, trails behind Shopee, indicating the need for enhanced performance to secure the top spot. This study delves into understanding consumer behavior and the factors shaping customer satisfaction in the e-commerce landscape, with a specific focus on Tokopedia. With Indonesia witnessing a surge in e-commerce activity amidst technological advancements and fierce market competition, the research explores the impact of celebrity endorsements, service quality, and brand image on customer satisfaction. Through quantitative analysis, involving 160 participants, the study reveals that celebrity endorsements and service quality significantly influence brand image positively. However, while celebrity endorsements and service quality do not directly impact customer satisfaction, brand image emerges as a key mediator, positively affecting customer satisfaction. Thus, the findings underscore the pivotal role of brand image in shaping customer perceptions and satisfaction levels, indicating avenues for Tokopedia to enhance its performance and competitiveness in the e-commerce landscape.

The Influence of Service Quality and Brand Image on Customer Satisfaction Through Purchase Decision as an Intervening Variable at Mansyur Residence Medan

The aim of this research is to assess how service quality and image impact customer satisfaction, with purchase satisfaction serving as an intermediary factor, specifically within Mansyur Residence Medan. The study encompasses a population of 180 individuals, with a sample size determined using a simple random sampling technique, amounting to 124 participants. Data collection is facilitated through a questionnaire focusing on service quality, image, customer satisfaction, and purchase decisions. Data analysis adopts the Partial Least Square (PLS) approach via SmartPLS software. Findings reveal that service quality, image, and purchase decisions significantly and positively influence customer satisfaction. Furthermore, through specific indirect effects, it is evident that service quality positively and significantly affects customer satisfaction via purchase decisions, while image similarly exerts a positive and significant impact on customer satisfaction through purchase decisions. The combined influence of service quality and image on the Customer Satisfaction variable accounts for 76.3%, with the remainder influenced by variables beyond the scope of this study. Similarly, the contribution of the purchase decision variable influenced by service quality and brand image amounts to 79%, with external variables accounting for the remaining influence.

Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Dampaknya terhadap Habits dan Intention to Revisit Kembali di Industri Kedai Kopi Tuku

<p><em><span>This research aims to investigate the influence of Brand Awareness, Brand Image, Perceived Service Quality, Perceived Product Quality, Physical Environment, Customer Satisfaction, and Customer Habits on Intention to Revisit. The data was obtained through a survey involving the participation of 300 respondents. The researcher utilised primary data obtained by distributing questionnaires randomly through WhatsApp, Instagram, and other social media platforms using Google Forms. The sampling technique employed was non-probability sampling. The sampling technique used in this study is non-probability sampling. The respondents for this research consist of consumers of the Toko Kopi Tuku brand from the X, millennial, and Z generations who reside in the Jabodetabek area. In this study, a variance-based structural equation modelling approach was employed using Smart PLS (Partial Least Square) version 3.2.9 software. The study’s results explored the influence of Brand Awareness, Brand Image, and Perceived Product Quality on Customer Satisfaction, except for Perceived Service Quality and Physical Environment, which did not affect Customer Satisfaction. Customer Satisfaction also influences Customer Habits and Intention to Revisit. Similarly, Customer Habits affect Intention to Revisit. This study has contributed to the research on variables influencing Customer Satisfaction, Customer Habits, and Intention to Revisit</span><span lang="IN">. </span></em></p>

PENGARUH KUALITAS PRODUK DAN BRAND AWARENESS TERHADAP KEPUTUSAN PEMBELIAN ULANG MELALUI KEPUASAN PELANGGAN

<p><em>One of the typical foods of the Riau region is Ketan talam durian which was introduced by Rumah Kue Viera which is very delicious, its development is extraordinary.. The purpose of this research is to find out and analyze 1) the effect of product quality on Repurchase Decision 2) the effect of Brand Awereness on Repurchase Decision, 3) the effect of product quality on customer satisfaction, 4) the effect of Brand Awereness on customer satisfaction,5) the effect of customer satisfaction on Repurchase Decision, 6) the effect of product quality on Repurchase Decision through customer satisfaction, 7) the effect of Brand Awereness on Repurchase Decision through customer satisfaction. This study uses a quantitative descriptive approach to Viera Cake House customers. The research population is Viera Cake House customers who have shopped more than once in Mey 2023 with a research sample of 100 respondents using an accidental sampling technique. The inferential statistical analysis technique uses the Partial Least Square (PLS) technique with the SmartPLS 4.0 tool. The test instruments used are validity and reliability tests, outer model construction tests, discriminant validity tests with the Fornell-Larckel Criterion and the AVE method, Inner Model R-Square, Q-Square and GoF tests, Bootstrapping hypothesis testing,, the results show 1) product quality affects customer satisfaction 2) Brand Awareness affects customer satisfaction 3) product quality affects repurchase decisions, 4) Brand Awareness affects repeat purchase decisions,</em><em> </em><em>5) customer satisfaction does not have a significant effect on repurchase decisions 6) product quality does not affect repurchase decisions through customer satisfaction 7) Brand Awareness does not affect repurchase decisions through customer satisfaction.</em><em></em></p>

From Clicks to Satisfaction: A Study on How Customer-Based Brand Equity Shapes Customer Satisfaction in Online Food Delivery Realm for Generation Z in Lampang Province, Thailand

Background and Aim: The rise of online platforms, especially in the food service industry, has significantly impacted Generation Z, enhanced brand preference and loyalty and potentially affecting customer satisfaction. This research explores the impact of customer-based brand equity on customer satisfaction with online food delivery applications for Generation Z in Lampang Province, Thailand. Materials and Methods: This study focuses on a quantitative approach to investigate the relationship between customer satisfaction and brand awareness among Generation Z users of online food delivery applications in Lampang Province, Thailand. A sample size of 400 users was chosen. Data was collected using accidental and convenient sampling techniques, with an online questionnaire as the most suitable instrument. The questionnaire was designed with five key variables and tested for internal consistency using Cronbach's alpha coefficient. A multiple regression analysis was performed to understand the influence of the independent variables on the dependent variable, customer satisfaction. Results: The study uses enter method regression analysis to explore the relationships between four hypotheses on customer satisfaction in online food delivery applications for Generation Z in Lampang Province, Thailand. With these factors accounting for about 63.90% of the variance, the findings demonstrate a positive impact of brand awareness, association, loyalty, and perceived quality on customer satisfaction. Conclusion: The results show a positive impact of brand awareness, association, loyalty, and perceived quality on customer satisfaction. Implementing these suggestions can enhance customer satisfaction and competitiveness in the online food delivery market for Generation Z in Lampang Province, Thailand.

A proposed model to estimate the most important factors affecting customer satisfaction with Egyptian handicrafts A case study in the area of (Khan Al-Khalili - Al-Azhar - Al-Fustat)

A proposed model to estimate the most important factors affecting customer satisfaction with Egyptian handicrafts A case study in the area of (Khan Al-Khalili - Al-Azhar - Al-Fustat)

Effects of Front Desk Staff Service Quality on Customer Satisfaction in Some Selected Hotels in Tamale Metropolis

The hotel sub-sector provides a plethora of services to stimulate the growth of the tourism sector. As a result, numerous governments offered a lot of incentives to support the growth of the hotel businesses in Ghana. However, it seems most of the hotels in the hospitality industry including those in Tamale Metropolis are not meeting the quality standards expected of them in connection with service delivery, good customer relationships, sufficient facilities, and provision of confidence and trust of services offered. The study, therefore, examined the effects of front desk staff service quality on customer satisfaction in some selected hotels in Tamale Metropolis. The SERVQUAL Model served as the study's foundation. The study employed cross-sectional survey design. Multi-stage sampling strategy was used. A convenient sampling approach was employed to select the 2 hotels in the Metropolis for the research. Statistical Package for Social Sciences (SPSS) version 22 was used to analyze the data. The study found that guests had a positive perception of front desk staff at the two hotels. However, most of the guests did not have confidence that front desk staff inspire visitors, and that information about the two hotels was not sufficiently available. It was further revealed that front desk staff service quality significantly affects customer satisfaction. However, treatment equality, attention to details, and front desk staff language proficiency were the factors the front desk staff lack. The study recommends hoteliers engage highly motivated front desk staff; capacity building of front desk staff on how to inspire visitors to attract more customers; and training of front desk staff on how to be more attentive to guests' needs and preferences in order to improve the guest stay and overall experience.

베이커리 카페의 품질과 긍정적 감정, 고객만족, 재방문의도 간의 관계

The purpose of this study is to investigate the relationship between the quality of bakery cafes, positive emotions, customer satisfaction, and revisit intention. By achieving this purpose, we tried to understand the quality of bakery cafes and to provide useful operation plans for bakery cafes to meet trends and consumer needs. In the case of Hypothesis 1, menu quality and physical environmental quality had a positive (+) effect on positive emotions, but hospitality service quality did not. In the case of Hypothesis 2, it was found that the quality of hospitality service and physical environmental quality had a positive (+) effect on customer satisfaction, but the menu quality did not affect customer satisfaction. In the case of Hypothesis 3, positive emotions had a positive (+) effect on the revisit intention. In the case of Hypothesis 4, customer satisfaction had a positive (+) effect on the revisit intention. This study emphasizes the necessity of improving the quality of bakery cafes and the importance of the physical environment in particular.

Factors Affecting Customer Satisfaction of Calla Spa in Dong Nai and Ho Chi Minh City Areas

Factors Affecting Customer Satisfaction of Calla Spa in Dong Nai and Ho Chi Minh City Areas