This study examines the influence of product quality and service quality on customer satisfaction with Goodluch, a local digital-based fashion brand. The research aims to determine the extent to which these two variables—product quality (X₁) and service quality (X₂)—affect consumer satisfaction (Y). A descriptive-verificative quantitative method was used with 96 respondents selected through simple random sampling. Data were collected using questionnaires and documentation, then analyzed using multiple linear regression with SPSS. The results show that product quality (sig. = 0.057 > 0.05) has no significant effect on customer satisfaction, while service quality (sig. = 0.013 < 0.05) has a significant positive effect. Simultaneous testing (F = 6.045; sig. = 0.003) indicates that both factors jointly affect satisfaction. The study concludes that Goodluch customer satisfaction is predominantly influenced by service quality supported by adequate product quality. Improving service responsiveness and product consistency is recommended to enhance loyalty.

This study explores the influence of Social Media Marketing, Customer Experience, and Customer Trust on Repurchase Intention of Skintific skincare products. Utilizing a quantitative approach, data was collected from 160 users of Skintific products through questionnaires. The results of multiple linear regression analysis show that Customer Experience and Customer Trust have a positive and significant influence on Repurchase Intention. Based on this, Customer Experience and Customer Trust have an important role in increasing repurchase intentions. In addition, Customer Trust also has a positive and significant effect on Repurchase Intention, emphasizing that the level of consumer confidence in Skintific products can increase repurchase intentions. The findings provide practical implications for marketing managers in developing more effective strategies as well as for Skintific product managers in improving consumer satisfaction and trust to achieve higher repurchase goals. This study also makes a theoretical contribution in enriching the literature on factors that influence repurchase intentions in the context of the skincare industry.

ABSTRACT The rapid growth of peer-to-peer (P2P) accommodation platforms such as Airbnb has transformed the global lodging industry, emphasizing personalized experiences and cultural diversity. However, limited research has examined how the physical environment and cultural differences jointly influence consumer behavior in this context.This study aims to examine the effects of servicescapes on consumer satisfaction and loyalty in P2P accommodations and to explore the moderating role of Hofstede’s cultural dimensions. This study employs the stimulus-organism-response (S-O-R) model in conjunction with Hofstede’s cultural dimension theory to investigate the impact of culture on the association between servicescape, satisfaction, and loyalty in the context of P2P (Peer-to-peer) accommodation. Data were collected through an online survey of 945 participants from seven countries/regions. The findings substantiate the efficacy of the S-O-R model in elucidating consumer behavior within the realm of P2P accommodation. Servicescapes significantly influence consumer satisfaction, bolstering loyalty. Moreover, this study reveals the moderating role of Hofstede’s cultural dimensions (power distance (PDI), individualism-collectivism (IDV), uncertainty avoidance (UAI), long/short-term orientation (LTO), and indulgence (IND) in the relationship between servicescape and satisfaction. The results enrich theoretical understanding of environmental psychology in cross-cultural contexts and offer practical insights for designing culturally adaptive P2P accommodation experiences.

Emotional artificial intelligence: The impact of chatbot empathy and emotional tone on consumer satisfaction and word of mouth

Evaluating two childbirth education programs for improving birth outcomes and consumer satisfaction with their birth experience: A quasi-experimental study.

Analyzing consumer satisfaction using Interpretive Structural Modeling driven by online reviews: An integrated approach

The researcher conducted a SWOT analysis to address service quality issues at Apotek Cahaya Sehat Nusukan Surakarta. To improve service quality, it is necessary to develop several dimensions that are part of the original service quality (SERVQUAL) model, along with additional dimensions tailored to the characteristics of pharmaceutical services in pharmacies. This led to the development of the Service Quality Plus (SERVQUAL+) model. The aim of this study is to determine the level of customer satisfaction with the quality of service at Apotek Cahaya Sehat Nusukan. This research employed an associative design using a survey approach through the distribution of questionnaires. The sampling technique used was non-probability sampling with purposive sampling, involving a total of 301 respondents. The study results showed that the customer satisfaction score was 94.49%, indicating that customers were highly satisfied. The influence of the nine variables on customer satisfaction was 56.2%. The gap analysis between perceived service and expectations yielded a value of -0.06, indicating that customer expectations had not yet been fully met. From the SWOT analysis, the IFAS score was positive 0.80 and the EFAS score was positive 0.90, placing Apotek Cahaya Sehat Nusukan Surakarta in Quadrant I, which signifies an aggressive and highly favorable strategic position.

Abstract In the rapidly evolving Fast-Moving Consumer Goods (FMCG) industry, consumer feedback has emerged as a strategic asset for product development, innovation, and long-term brand sustainability. This study explores the role of consumer feedback analysis in improving product performance, with special reference to Pagariya Consumer Food Pvt. Ltd., Nagpur. The research aims to measure consumer satisfaction, identify key determinants influencing loyalty, and recommend practical strategies for product improvement based on customer insights. A mixed-method research design was adopted. Primary data was collected from 100 consumers through structured questionnaires and supported by qualitative feedback from open-ended questions. Secondary data was obtained from journals, research articles, and company sources. Statistical tools such as percentage analysis, mean, correlation, and regression were used to analyze quantitative data, while qualitative content analysis helped identify recurring themes in customer suggestions. The results reveal that product quality, taste, reasonable pricing, and product availability are the primary drivers of customer satisfaction. Packaging, labeling transparency, and brand trust also influence buying behavior. However, consumers expressed the need for improvement in packaging durability, distribution expansion, and introduction of innovative product variants. The study concludes that systematic integration of consumer feedback into product development enhances competitiveness, customer loyalty, and brand reputation. This research provides a practical framework for regional FMCG firms to adopt consumer-driven improvement strategies. Keywords: Consumer Feedback, Product Improvement, Customer Satisfaction, FMCG, Voice of Customer, Product Development.

ABSTRACT: Traditional food retail outlets in India(Amravati) function largely without digital systems and structured data, relying mainly on experience and intuition for decision-making. This study examines the application of basic data analytics in a fully offline traditional food outlet, Nanakramji Refreshment Centre, located in Amravati, Maharashtra. The objective of the research is to understand consumer preferences, satisfaction drivers, and purchase behavior in a heritage-based food retail context. An exploratory–descriptive research design was adopted. Primary data were collected from 50 respondents using a structured questionnaire, supported by relevant secondary sources. Descriptive statistics along with inferential techniques such as Multivariate Analysis of Variance (MANOVA) and the Chi-square test were used for data analysis. The findings reveal that product attributes such as taste consistency, freshness, and hygiene significantly influence consumer purchase decisions and revisit intention (p < 0.05). Price was found to be a secondary consideration. The study demonstrates that simple data analytics can generate meaningful insights even in non-digital traditional businesses. Keywords: Data analytics, Traditional food retail, Consumer behavior, Street food, Customer satisfaction

This study provides vital information on the impact of social media marketing on customer satisfaction focusing on working adults in Malaysia. The three independent variables that have a direct impact on the dependent variable, customer satisfaction, are authentic information, captivating content and responsiveness of marketing tactics. The research had a sample size of 119 working adults, and convenience sampling was utilized. The instrument used to measure the construct was a Likert scale questionnaire. The result showed a good relationship between each of the independent variables with the consumer satisfaction of working adults, by using statistical analysis such as the Pearson Correlation analysis and ANOVA. The research concluded the notion that further study may be conducted on the area of interest, as it is seen to have a significant relationship with working adults.

The emergence of Industry 4.0, which is characterised by the incorporation of state-of-the-art technology developments into the manufacturing sector, has resulted in significant changes to the global industrial landscape. This thorough essay explores the key ideas, cutting-edge advancements, difficulties, and potential effects of Industry 4.0 with academic clarity and rigour. It highlights how manufacturing practices are greatly impacted by cyberphysical networks, the web, the (IoT), substantial data analysis, (AI), and contemporary robotics. The impact of Industry 4.0 on businesses, employees, consumer satisfaction, society at large, and SMMEs is also examined in the paper. The research thoroughly examines upcoming challenges, including cybersecurity vulnerabilities, data privacy concerns, and the requirement to upskill workers to adapt to shifting demands. The paper concludes with predictions on likely future trends and paths that will guide Industry 4.0's ongoing development, ushering in a new era of innovative thinking and advancement in the manufacturing sector. The quick adoption of digital technologies has drastically changed how decisions are made in contemporary industrial systems. This study uses empirical research to examine how automation, intelligent systems, and data analytics might improve the effectiveness of industrial decision-making. The influence of digital technology adoption on operational performance and resource utilisation is assessed by analysing real-world industrial data. The findings show that decision outcomes are now more accurate, responsive, and sustainable. The results offer useful information to sectors looking to use smart digital solutions for wise and efficient decision-making

The accelerated growth of social media is largely driven by the active participation of the millennial generation. Their high connectivity and digital habits have transformed these platforms into strategic channels for marketing and communicationdirected at this audience. In this context, the present study analyzes the effect of social media marketing on purchase decisions and customer satisfaction among Peruvian millennial consumers, with the aim of providing an in-depth understanding of online consumption patterns and offering valuable insights for the development of effective tailored business strategies. The results of the structural equation modeling (SEM), applied to a sample of 437 Peruvian millennials, reveal a positive effect of social media marketing on both purchase decisions and customer satisfaction. Entertainment, personalization, and service efficiency were also identified as having a significant influence on consumers' satisfaction. This study contributes to the current debate on digital marketing by enriching existing theories on millennial purchasing behavior in developing countries. The results have important implications for both the academic community and business practice. On the one hand, they inform policies directed at entrepreneurial initiatives targeting millennials; on the other, they guide companies in adapting their communication strategies to the needs of this specific market segment.

ABSTRACT This study examines the role of emotional design features and augmented reality (AR) in interactive fashion advertisements and their effects on consumer engagement, satisfaction, and purchase intention in the Chinese market. Guided by the stimulus–organism–response framework, AR functionalities and emotional cues are treated as external stimuli, while emotional engagement and satisfaction serve as mediating organismic variables. Data were collected through a self-administered survey of 300 Chinese fashion consumers who had prior experience with AR advertisements. Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed for data analysis. The measurement model demonstrated strong reliability (Cronbach’s alpha > 0.90; composite reliability > 0.92) and convergent validity (AVE > 0.80), with discriminant validity confirmed using Fornell–Larcker and HTMT criteria. The structural model explained 65.4% of the variance in purchase intention (R² = 0.654), showed high predictive relevance (Q² = 0.458), and achieved excellent model fit (SRMR = 0.055). Emotional design elements significantly influenced satisfaction (β = 0.342, p < 0.001), while AR features significantly affected usage behaviour (β = 0.276, p < 0.001). Satisfaction and continued use jointly mediated purchase intention, highlighting the synergistic impact of sensory and technological stimulation in AR-based fashion advertising.

Sheep commodities holds significant potential for the development of the livestock sector in Tegal Regency, especially for lamb satay, which is a local culinary icon. However, the red meat industry faces food safety issues that affect consumer acceptance and satisfaction. This study aims to evaluate the quality of lamb satay from various producers in Tegal Regency and its correlation with consumer satisfaction. Samples of satay and sheep meat were collected from three selected producers. Laboratory analysis included microbiological analysis, nutritional content analysis, and physicochemical properties analysis, each with three replicates. Consumer satisfaction was measured using a questionnaire given to 32 consumers, consisting of 15, 8, and 9 respondents for producers A, B, and C, respectively. The results showed no statistically significant differences (p &gt; 0.05) in microbiological quality, including TPC, E. coli, and S. aureus. Nutritional and physicochemical parameters such as protein, fat, ash, water, carbohydrates, pH, and water activity also showed no differences between producers, indicating consistent quality. A total of 18 fatty acids were identified in lamb satay. A positive relationship (p &lt; 0.01) was found between consumer satisfaction and protein, moisture, ash, pH, and water activity levels, while fat and carbohydrates showed a negative correlation (p &gt; 0.01). In addition, all sensory attributes had a significant effect (p &lt; 0.01) on consumer satisfaction. In conclusion, lamb satay in Tegal Regency has consistent quality among producers. Higher levels of moisture, ash, pH, water activity, and sensory attributes increase consumer satisfaction, while higher fat and carbohydrate content decrease it.

This‍‌‍‍‌‍‌‍‍‌ research is focused on identifying the factors that influence consumer satisfaction with cold chain logistics services for essential goods in Chennai. Particularly, the study is centered around three variables awareness, timeliness, and product quality, and to what extent these variables largely affect consumer satisfaction. The research used a quantitative research approach. The collected data was obtained with the help of a structured questionnaire administered to consumers who have availed cold-chain delivery services. To find out the degree and significance of the relationships between the variables, the researchers performed various statistical analyses, like factor analysis, reliability testing, correlation, multiple regression, and ANOVA, using SPSS. The results show that consumer awareness and timeliness of the service have a positive and significant impact on consumer satisfaction, whereas product quality has no meaningful effect. These findings signal that service reliability and consumer knowledge are becoming the key factors driving satisfaction in the cold-chain logistics sector in Chennai. This research offers numerous takeaways for logistics companies and retailers to ramp up their communication, delivery efficiency, and customer experience. Besides, it is a steppingstone to the existing body of knowledge and an invitation to explore more on cold-chain service performance and consumer ‍‌‍‍‌‍‌‍‍‌behavior.

The purpose of this study was to determine the effect of service quality and brand image on consumer satisfaction at Mr. DIY Talang Jawa Lahat. The variables in this study were service quality (X1), brand image (X2), and consumer satisfaction (Y). The data analysis methods used were instrument testing (reliability testing, validity testing), classical assumption testing (normality testing, heteroscedasticity testing, multicollinearity testing), multiple linear regression analysis, hypothesis testing (t-test and F-test), and coefficient of determination testing. The results of the study showed that (1) service quality has a significant partial effect on consumer satisfaction, as shown by the calculated t value &gt; t table (5.205 &gt; 2.005). (2) brand image has a significant partial effect on consumer satisfaction, as shown by the calculated t value &gt; t table (2.177 &gt; 2.005). (3) Service Quality and Brand Image have a significant simultaneous influence on Consumer Satisfaction, as seen from the calculated f-value &gt; f-table (59.997 &gt; 2.005), and the significance value is smaller than the significance level (a) of 0.05 (0.000 &lt; 0.05).

The purpose of this study was to develop a qualitative model explaining how neuromarketing influences customer purchase decision-making in the context of FMCG industry. This research employed a qualitative phenomenological design with an interpretive approach. Data were collected through in-depth semi-structured interviews with 13 experts in psychology, neuroscience, and marketing, selected via purposive snowball sampling from a pool of approximately 50 specialists located in District 6 of Tehran. Interviews were recorded, transcribed, and verified by participants. Data analysis followed grounded theory principles and the coding framework of King and Horrocks (2010), moving from descriptive coding to interpretive coding and thematic integration. Credibility and trustworthiness were ensured through prolonged engagement, triangulation, peer debriefing, and member checking, applying the four criteria of Guba and Lincoln—credibility, transferability, dependability, and confirmability. The analysis yielded 146 initial codes that were categorized into contextual, causal, strategic, and intervening conditions, with outcomes integrated under a central category of neuromarketing. Contextual conditions emphasized content structuring and emotional engagement, while causal conditions highlighted the role of sensory stimuli such as packaging, color, and music. Strategies included storytelling, multisensory experiences, and visual displays, whereas intervening conditions revealed cultural differences, conflicting information, and brand switching behaviors as mediators of consumer response. Outcomes indicated increased purchase intention, brand trust, emotional stimulation, and consumer satisfaction. Collectively, the findings illustrate how subconscious cognitive and emotional mechanisms shape purchasing behavior in supermarket settings. Neuromarketing provides a powerful framework for understanding and influencing consumer behavior by integrating sensory, emotional, and cognitive dimensions into marketing strategies. This study highlights the importance of tailoring neuromarketing interventions to cultural and contextual factors while emphasizing trust and ethical responsibility in fostering sustainable consumer–brand relationships.

Examining the influence of branding strategy, consumer satisfaction, and behaviour on customer loyalty: a case study at Mega Easy Losari Seblak Shop

Sporting events have historically incorporated artistic entertainment to enrich spectator experiences, maintaining spectator engagement, evoking positive emotions, and fostering lasting memories (Vorderer et al., 2004; Zillmann &amp; Vorderer, 2000). With the global sport industry expanding significantly and evolving consumer preferences prioritizing immersive, personalized, and technologically enhanced experiences (Deloitte, 2023; Nielsen, 2022), understanding the importance of artistic entertainment is increasingly crucial. Despite its prevalence, the mechanisms underlying its effectiveness and strategic implementation remain underexplored. This study aims to address the identified gap by examining how artistic entertainment can be effectively programmed at live sporting events by integrating insights from both spectators and industry professionals by utilizing the Stimulus-Organism-Response (SOR) theory and the Theory of Reasoned Action (TRA) as guiding frameworks. Method: This study employed a qualitative research approach, conducting 28 semi-structured interviews with sport spectators and entertainment managers. Additionally, a documentary analysis of 10 industry-focused podcasts was performed to understand the strategic planning and implementation of artistic entertainment. A thematic analysis was conducted to identify key aspects influencing spectators’ artistic entertainment experiences. Data collection continued until thematic saturation was reached, ensuring that no new themes emerged from additional data. To enhance the validity of findings, data triangulation was utilized by incorporating multiple sources, including interviews, documentary analysis, and expert insights, providing a comprehensive perspective on artistic entertainment programming. Findings revealed nine key themes that were deemed central to artistic entertainment programming: Sensory Appeal and Integration, Engagement and Interaction, Information and Guidance, Evolution and Innovation, Relevance, Appropriateness, Variety, Local Culture, and Quality of Sensory Elements. These elements significantly contribute to an enhanced game-day experience, highlighting the importance of multisensory, engaging, and culturally relevant entertainment. Additionally, analysis of industry-focused podcasts provided further insights into best practices for entertainment programming. Industry professionals emphasized the role of technology in enhancing engagement, the necessity for meticulous preparation to ensure seamless execution, and the importance of tailoring entertainment to audience demographics. Continuous evaluation and adaptation based on audience feedback were also highlighted as crucial for maintaining innovation and relevance. As spectators increasingly demand tailored and immersive experiences, strategic planning of artistic entertainment must adapt. This research provides valuable insights for event organizers, emphasizing the need for thoughtfully designed, contextually appropriate, and seamlessly integrated entertainment offerings. This study contributes to both academia and industry by offering practical recommendations for optimizing artistic entertainment in live sporting events, ultimately enhancing attendance, engagement, and consumer satisfaction.

A dual-theory examination of price guarantee advertising believability and its impact on consumer trust, satisfaction, and repurchase in retail