Average Customer Satisfaction Research Articles

IMPLEMENTATION OF BALANCED SCORECARD AT PT. MB

This study aims to determine the performance of PT. MB uses a balanced scorecard approach. Primary data were obtained from questionnaires using the nonprobability sampling purposive sampling method. Data obtained from customers and employees of PT. MB. Secondary data obtained from the financial statements of PT. MB period 2020 to 2022. The population is all customers and employees of PT. MB. The samples used were 94 samples for customers and 72 samples for employees. The data analysis method uses descriptive statistical test techniques. To determine the level of customer and employee satisfaction scores using factor analysis. The results of the balanced scorecard study on a financial perspective have an average performance from 2020 to 2022 for ROA has an average of 3.18%, ROE 3%, and NPM 2.30%. From a customer perspective, it is measured through a questionnaire with an average customer satisfaction level of 3,559. Customer acquisition costs have averaged $3.35. Consumer profitability has an average value of 3.10%. In the internal business process preceptive, the AETR ratio has an average of 11.55%. The time cycle of availability of goods has an actual time of 8.09. Sales order cancellation 0.8%. From a growth and learning perspective, the average employee productivity rate is 0.39%. Employee training has an average of 66.67%. And the level of employee satisfaction showed an average of 3,108.

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study. Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.

Hyper-heuristic algorithm for traffic flow-based vehicle routing problem with simultaneous delivery and pickup

Abstract To address the realistic problem of seriously reducing distribution efficiency and increasing distribution cost caused by road traffic congestion, this paper constructs a time-dependent speed describing vehicle travel speed and road traffic flow by simulating the change of urban traffic flow, to establish a vehicle route problem model considering traffic flow with distribution cost and customer satisfaction as optimization objectives. To solve this problem, a hyper-heuristic algorithm based on tabu search is designed in this paper, in which the underlying search operator is selected more efficiently by a high-level heuristic strategy. In addition, the correctness of the model and the effectiveness of the algorithm are verified by conducting simulation experiments on several benchmark sets. Experiment results are shown as the travel speed of the vehicle increases, the average customer satisfaction in lc1-type instances increases to 0.94. And the impact of urban traffic changes on logistics costs and customer satisfaction is further analyzed.

(301) Evidenced-Based Analysis of the Top 50 Testosterone Booster Supplements on Amazon Marketplace

Abstract Introduction As the population ages, the prevalence of age-related hypogonadism is expected to rise. Demand for testosterone replacement therapy (TRT) has increased, as evidenced by revenue from T prescriptions in the world increasing from $150 million USD in 2000 to $1.8 billion in 2011. A market research analysis shows the market for T was 10.9 billion USD in 2019. The NHIS survey in 2012 revealed that consumers in the United States spend annually $30.2 billion on dietary supplements of which include T supplements. Dietary supplements have gained in popularity, as they are more accessible since the advent of online marketplaces and relaxed testing protocols for safety and effectiveness. Of the online marketplaces available to purchase supplements, Amazon Marketplace has the majority share of online sales at 41%, with the next largest retailer occupying only 6% of online sales. The aim of our study was to determine and evaluate the evidence behind the top 50 dietary T supplements (ranked in terms of sales) sold on Amazon Marketplace. Objective 1. Determine the product characteristics and claims made by the Top 50 T supplements sold on Amazon Marketplace. 2. Determine the cost to the consumer and customer satisfaction with these products. Methods The top 50 T supplements were determined by visiting the Amazon page, “Best Sellers in Sports Nutrition T Boosters,” which lists the top products based on sales and revenue. Active ingredients, number of active ingredients, 30-day costs, 5-star ratings, refunds, and claims of these products were documented. Ingredients present in a minimum of 50% of products were analyzed. Results A total of 50 supplements were analyzed. The three most common claims were “boosts/supports T” (46/50), “increases muscle mass” (46/50), and “increases energy” (45/50). The average number of claims a product made was 4. The average 30-day cost of a product was $25.95, with cost ranging from $6.66 to $84.99. The average customer satisfaction rating of these products was 4.23 (1-5), ranging from 3.4 to 4.7. Forty-seven out of 50 products did not offer a refund. A total of 129 unique ingredients were identified with 57% of the ingredients being unique to one product. Only Tongkat Ali root extract (Eurycoma Longifolia, EL) was used in a minimum of 50% of the supplements analyzed (59%) and thus further analyzed for efficacy and safety. Two randomized, double-blinded, placebo-controlled trials examined the efficacy of EL. One of the trials only showed improvement in total T levels when EL was used concurrently with exercise. The second trial, which examined 32 patients either receiving placebo or EL, showed an increase of T levels in the EL group. No clinical trial has examined the safety profile of EL in patients. Conclusions There is large heterogeneity in the composition of T supplements sold on Amazon Marketplace, and these products can present a significant 30-day cost to patients despite having no strong evidence regarding efficacy and more importantly safety. Further research and trials are needed to examine the most common ingredients needed in these supplements. Disclosure No

Research on the Time-Dependent Split Delivery Green Vehicle Routing Problem for Fresh Agricultural Products with Multiple Time Windows

Due to the diversity and the different distribution conditions of agricultural products, split delivery plays an important role in the last mile distribution of agricultural products distribution. The time-dependent split delivery green vehicle routing problem with multiple time windows (TDSDGVRPMTW) is studied by considering both economic cost and customer satisfaction. A calculation method for road travel time across time periods was designed. A satisfaction measure function based on a time window and a measure function of the economic cost was employed by considering time-varying vehicle speeds, fuel consumption, carbon emissions and customers’ time windows. The object of the TDSDGVRPMTW model is to minimize the sum of the economic cost and maximize average customer satisfaction. According to the characteristics of the model, a variable neighborhood search combined with a non-dominated sorting genetic algorithm II (VNS-NSGA-II) was designed. Finally, the experimental data show that the proposed approaches effectively reduce total distribution costs and promote energy conservation and customer satisfaction.

Research on Multi-Center Mixed Fleet Distribution Path Considering Dynamic Energy Consumption Integrated Reverse Logistics

The fleet operation model in which electric vehicles coexist with traditional vehicles is becoming increasingly popular. Because electric vehicles have certain disadvantages and usage limitations, the multi-center management of the distribution of mixed fleets is very complex. There is no research on the multi-center mixed vehicle routing problem based on the integration of reverse logistics and dynamic energy consumption. In response to this challenge, this study proposes a solution to the multi-center mixed vehicle routing problem considering dynamic energy consumption and integrated reverse logistics. Specifically, three studies were carried out: (1) Considering the influencing factors of the operating cost system of the mixed fleet, a system dynamics model was constructed. (2) On the basis of considering delaying the aging of electric vehicle batteries, a new charging station insertion strategy was designed. (3) Based on a novel charging station insertion strategy, a fast non-dominated sorting multi-objective genetic algorithm with an elite strategy was designed to solve this problem. We designed 15 groups of examples to prove the effectiveness of the model and algorithm. The experimental results show that 46.67% of the cases have more than 60% customer satisfaction. The average expenditure cost of 15 groups of cases is CNY 2018.33, which can improve the average customer satisfaction by 22.94%. This method helps companies to formulate transportation plans according to the actual situation, including providing a cost model that considers multiple influencing factors and improving the average customer satisfaction while reducing the total cost expenditure. We believe that the results of this research can provide methods and ideas for logistics companies with multiple distribution centers to formulate large-scale distribution plans.

Enhancing customer satisfaction through open innovation communities: A comparison of knowledge management approaches

Organizational learning integrates core specialized tacit resources and knowledge to facilitate development of strategic interdisciplinary knowledge development, integration, management and innovation. To promote open innovation within a gig economy, we address three problems: first, to identify which knowledge management view may contribute more in deriving, creating and increasing value and customer satisfaction; second, to educate users to learn, improve, and transfer the value to his/her designs via the user innovation community’s (UIC) feedback; third, from the reviews and findings, to identify implications/factors that we should pay more attention to when synergizing strategies and technology amidst co-evolving markets. Scoping our research to individual and additive/incremental Resource-based view (RBV-KM), Knowledge-based view (KBV-KM), and Mixed-based view (MBV-KM) knowledge management approaches, the UIC are framed (positioned) as novice product designers-customers learning via HerAll, a Malaysian B2C niche card design e-commerce website. Hypothetically, RBV-KM may evidence more participation; KBV-KM more meaningful knowledge-sharing, moderated by the leader’s design and leadership skills; MBV-KM better design outcomes, knowledge sharing and the highest designer-customer satisfaction. Findings indicate 75.85% overall average customer satisfaction for RBV-KM, 71.40% KBV-KM and 81.35% MBV-KM. These correspond with the Diamond model and Customer Relationship Models. With perceived value in the midst of inter-connected, co-evolving business models as motivator, customer satisfaction is influenced most by familiarity with the learning environment and tasks, followed by the type and quality of leadership, feedback/comments from the UIC, which influence the development of community and identity, ability, and cultural fit. Findings on the type and timing of rewards and (intelligent) guidance concur with prior literature.

Termal Turizm İşletmelerinde Sağlık Beklentileri ve Müşteri Memnuniyeti: Bolu Örneği

As a result of the quality of products and services offered by enterprises today, customer satisfaction is formed. Businesses that ensure customer satisfaction can win customer loyalty and adapt to competition in the market. The aim of the study is to measure the expectations and satisfaction of customers who come to thermal tourism enterprises in Bolu province. As a result of examining the data obtained, it is believed that the customers will determine their perceived satisfaction and provide a solution by identifying the shortcomings of thermal tourism enterprises in this direction. In the study, quantitative methods were applied to survey techniques. The data obtained were analyzed with SPSS 22. The average degree of importance was found to be high, while the average degree of satisfaction remained below the specified degree of importance. As a result, it was determined that the average customer satisfaction of the thermal tourism facilities of Bolu province, which has high geothermal potential, is moderately satisfied.

Multi-layer collaborative optimization method for solving fuzzy multi-objective integrated process planning and scheduling

Research on integrated process planning and scheduling (IPPS) is of great significance to the improvement of the overall quality of machinery manufacturing system. In the actual manufacturing process, the manufacturing system is often accompanied by some unpredictable uncertain disturbance factors, for instance uncertain processing time of jobs and changes of due date, etc. These uncertain disturbance events will ultimately affect production efficiency and customer satisfaction. Consequently, this paper considers the multi-objective IPPS problem with uncertain processing time and uncertain due date. A multi-layer collaborative optimization (MLCO) method is designed for the fuzzy multi-objective IPPS (FMOIPPS) problem, including three layers. For the process planning layer, the basic genetic algorithm is used to provide various near optimal process plans for the process selection system. For the process selection layer, a multi-objective genetic algorithm (MOGA) is designed to optimize the process selection population. A sharing function method is introduced to maintain population diversity. An individual comprehensive evaluation method is introduced to evaluate non-dominated solutions. The crowded distance, fast non-dominated sorting and elite strategy based on NSGAII is adopted in the proposed MOGA. The external archive method is employed to preserve the non-dominated solutions generated during population evolution. For the scheduling layer, a MOGA with a boundary search strategy is proposed. The boundary search strategy is designed to improve the search ability of boundary solutions. Three optimization objectives are minimizing the spread of fuzzy makespan, minimizing fuzzy makespan and maximizing average customer satisfaction simultaneously. The target of scheduling layer is to make scheduling arrangements for the process information obtained by process selection layer. Through mutual cooperation among each layer, guide the overall optimization process, and finally get satisfactory solutions. Different problem examples of various scales are employed to verify feasibility and effectiveness of the MLCO method. The experimental results indicate that the MLCO method can effectively address FMOIPPS problem.

The Measurement of Customer Satisfaction Index with Method of Importance-Performance and Gap Analysis

Customer satisfaction was the most talked topics in the service industry. Customer satisfaction is the main priority of the success of management of banking. Banking was always innovating and training human resources in order to reduce the needs of customers. Researchers analyze whether the Bank's service is in compliance with the hopes of the customer. Research conducted at the Bank Syariah Mandiri Samarinda. This research utilized 450 respondents as samples and a Cartesian diagram as performance level. The result obtained (1) the existence of a cash machine were the important factors but management had not been fullest implement according to the wishes of the customer, (2) generally, the client was very satisfied over Bank Syariah Mandiri services, the average customer satisfaction above BSM performance with 97.36%.

Analyze the Effect of First Media Service Quality Towards Consumer Satisfaction Using the ServQual Method

First Media is one of the companies in the field of recording technology that provides internet network services. To find out the value of the influence of first-class operators on consumer satisfaction in this study used the associative method. Descriptive method to determine the level of buyer satisfaction with the operator. This study used a questionnaire distributed to 100 consumers. The results showed that consumers who were very satisfied with the quality of service were as many as 39 people. Satisfied consumers are as many as 13 people, and consumers who feel dissatisfied are as many as 48 people. From the results of easy linear regression the miles are considered that the regression equation is Y = -0.018 + 0.051X, which means the constant (β0) is -0.018 shows that when the service quality variable does not change, the average customer satisfaction (Y) is -0.018. Service quality regression coefficient of 0.051. This shows that every one constant increase in service quality variables will increase customer satisfaction (Y) by 0.051. Positive regression coefficient, this shows the higher the first-class operator, the higher the customer satisfaction (Y). From the calculation of R2 termination coefficient, it is known that service quality has an influence of 50.5% on customer satisfaction.

A Vehicle Routing Optimization Problem for Cold Chain Logistics Considering Customer Satisfaction and Carbon Emissions.

Under fierce market competition and the demand for low-carbon economy, cold chain logistics companies have to pay attention to customer satisfaction and carbon emissions for better development. In order to simultaneously consider cost, customer satisfaction, and carbon emissions in the cold chain logistics path optimization problem, based on the idea of cost–benefit, this paper proposes a comprehensive cold chain vehicle routing problem optimization model with the objective function of minimizing the cost of unit satisfied customer. For customer satisfaction, this paper uses the punctuality of delivery as the evaluation standard. For carbon emissions, this paper introduces the carbon trading mechanism to calculate carbon emissions costs. An actual case data is used with a cycle evolutionary genetic algorithm to carry out computational experiments in the model. First, the effectiveness of the algorithm and model were verified by a numerical comparison experiment. The optimization results of the model show that increasing the total cost by a small amount can greatly improve average customer satisfaction, thereby obtaining a highly cost-effective solution. Second, the impact of carbon price on total costs, carbon emissions, and average customer satisfaction have also been numerically analyzed. The experimental results show that as carbon price increases, there are two opposite trends in total costs, depending on whether carbon quota is sufficient. Increasing carbon price within a certain range can effectively reduce carbon emissions, but at the same time it will reduce average customer satisfaction to a certain extent; there is a trade-off between carbon emissions and customer satisfaction. This model enriches the optimization research of cold chain logistics distribution, and the study results complement the impact research of carbon price on carbon emissions and customer satisfaction. Finally, some practical managerial implications for enterprises and government are offered.

Customer satisfaction survey of health management centers at Hangzhou public hospitals

Objective To learn customer satisfaction for health management centers at public hospitals in Hangzhou. Methods From July to September 2015, 660 customers from the health management centers of 6 public hospitals in Hangzhou were randomly selected for questionnaire survey.The survey included their satisfaction for the technical attitude, service content design, waiting time, environment facilities, management regulations, and service charges.Univariate analysis was carried out on the satisfaction scores of customer demographics.Two-class logistic regression was used to analyze the factors affecting customer satisfaction. Results The average customer satisfaction score was 3.62±0.55. Their satisfaction with technical attitude, service content design, environmental facilities and management regulations was higher. They were less satisfied with waiting time(3.20±0.85) and service charge(3.36±0.71). Conclusions Overall satisfaction of customers for such centers is high.In the future, we should further strengthen the information management and procedures of these centers, and link health management services with commercial insurance, for less economic burden on the people. Key words: Hospitals, public; Health management; Customer satisfaction; Hangzhou

The Optimal Carbon Reduction and Return Strategies under Carbon Tax Policy

Recently, consumers have been increasingly shopping due to the development of e-commerce; thus, many traditional firms producing green products are entering e-commerce platforms to sell products for their survival. In the contexts of online sales and carbon tax policy, firms need to determine an optimal carbon reduction level and online return strategies. To address firms’ decision-making challenges, we consider a firm producing and selling its green products via an e-commerce platform. For optimal online return strategies, we find that if the residual value of the returned product is relatively small, the firm should not offer an online return service; otherwise, the firm should offer this service. Moreover, the results show that carbon tax policy is detrimental to the firm and consumers, while increasing the average customer satisfaction rate of the product benefits the firm and consumers. Interestingly, we find that the platform should reduce its referral fee as the unit carbon tax increases.

EFFECTIVENESS OF ACTIVITIES FOR WOMEN EVALUATION (IRAN PROJECT) IN AGRICULTURAL BANK BRANCHES OF TABRIZ CITY, IRAN

The main objective of this research is Effectiveness of activities for women evaluation (Iran project) in Agricultural Bank branches of Tabriz city. To investigate this research, to answer four main research question, with two of economic, social goals and four hypotheses have tested and to test this hypothesis, questionnaires in three different population (with the aim of customer satisfaction assess and survey of managers and employees) self-made set and surveyed. Results showed that average customer satisfaction (77.32) is the value that located in the second quartile and since the second quartile range is 73 to 78 and considering that average pointed at the second quarter, therefore we can say that customer satisfaction or by the other words Iran project effectiveness among customers is lower than average. Average employee’s satisfaction (86.10) was located lower than average of second quartile. Average manager’s satisfaction (96.70) was located higher than average of third quartile. In other words, managers' satisfaction is higher than average. Article visualizations:

Sistem Reservasi on Line dan Penerapan Metode Servqual pada Hotel TriJaya Cirebon

Abstract — Information and technology are growing rapidly and are being used in numerous fields. Hotel industry is one of the many fields that utilize information and technology. Hotel is an industry that provides lodging services, food, and also some other services. TriJaya is a hotel that's located in Cirebon. This hotel does not a website yet, so customers need to come to the hotel and manually process their reservation. These reservation processes will be a lot more difficult if there are a lot of customers at the same time, which will increase the probability of human error and make the customers less satisfied. With the establishment of reservation, online services, and customer satisfaction measurement website, the hotel reservation services will be easier; food services will be easier, and will also help maintain the hotel quality. Servqual is a method to measure quality and customer satisfaction from a number of viewpoints. The measurement result will be used to make the hotel aware of their average customer satisfaction and also to identify which part of the services needs to be improved. This website is expected to support the business process and solve the problems that this hotel currently has. Keywords— hotel, services, reservation, servqual, survey.

Simulation of multi-echelon supply chain inventory transshipment models at different levels

An inventory transshipment model comprising manufacturers, distributors, and retailers based on multi-echelon supply chains is established using the system dynamics method. Thereafter, the single-, double-, three-, and four-chain inventory transshipment models at different levels are comparatively analyzed through simulation. Studies indicated that from the single- to four-chain inventory transshipment models, the average stock level minimally changed and declined. Meanwhile, the stability of the supply chain inventory improved continuously. The average customer requirement satisfaction rate of the inventory transshipment system consistently increases as the number of chains added to the transshipment system increases. However, the growth range of the average customer satisfaction rate continuously decreases with the increasing transshipment costs.

Moderating Effect of Marketing Mix Strategy on the Relationship Between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. These suggest that the relationship may be affected by other factors such as marketing mix strategy. Previous studies have not addressed the role of marketing mix strategy comprising of product, price, promotion, place, people, process and physical evidence in the relationship between service quality and customer satisfaction. The role of a moderating variable like marketing mix strategy can have a strong influence on the strength of the relationship thus it’s needed for the study. The main purpose of this study was to analyze the effect of marketing mix strategy on the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya.

Does the Variance of Customer Satisfaction Matter for Firm Performance?

Although much attention has been paid to customer satisfaction (CS) as a leading indicator of firm performance, few studies have investigated the role of CS distribution across individual customers. With 10 years of National Customer Satisfaction Index (NCSI) data in Korea, we examine the relationship between the variance of CS and key corporate performance measures such as revenue, profit, Tobin’s q, and stock return. There are three main findings. First, we confirm the findings of previous studies that the average CS for a firm is related to the firm’s economic performance. Second, we find a moderating effect of CS variance such that the relationship between the level of CS and firm performance is attenuated by the variance of CS. Finally, the variance of CS is found to directly affect firm performance over and above the CS level effect. More specifically, the variance decreases sales and stock return.

Relationship between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. The main purpose of this study was to analyse the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya. The target population was 1,072,500 customers of commercial bank customers in Nairobi. A sample of 384 was drawn using proportionate stratified random sampling technique to constitute 242 Retail, 81 Business and 61 corporate customers. The results revealed that service quality significantly contributed to customer satisfaction at (β=.488, p less than .05). It was concluded that service quality contributes to customer satisfaction. The study recommends a more emphasis on improving and maintaining high service quality levels translating to customer satisfaction. Therefore the research provides a validated service quality model that can be used to clearly measure levels of service quality in relation to levels of customer satisfaction.