Create Customer Satisfaction Research Articles

Pengaruh Store Atmosphere dan Kualitas Produk Terhadap Kepuasan Pelanggan pada Eiger Adventure Flagship Store Merr Surabaya: Studi pada Eiger Adventure Flagship Store Merr Surabaya

This research aims to determine and analyze the influence of store atmosphere on customer satisfaction at the Eiger Adventure Flagship Store Merr Surabaya. The method used is a quantitative research method which has a positivist philosophy, used in research on certain populations or samples, sampling techniques are generally carried out randomly, data collection uses research instruments, quantitative or statistical data analysis aims to test predetermined hypotheses. With the results of this research, there is high customer satisfaction with Eiger Adventure Flagship products at the Merr Surabaya Store for Eiger product users because of the Store Atmosphere and Product Quality which makes consumers feel satisfied with Eiger products. So it is hoped that in the future Eiger will be able to maintain and continue to improve product quality so that consumers do not feel disappointed with Eiger products and also the Eiger store will still be able to maintain and also renew the store atmosphere that has been implemented now because from the results of this research almost all respondents like the atmosphere of the Eiger store. Because with quality products and a pleasant store atmosphere, it will create customer satisfaction with a feeling of satisfaction felt by customers, so customers will become loyal to the Eiger brand.

Supply Chain Service Quality and Customers Satisfaction in Nigerian Airports

The study examined supply chain service quality and customers’ satisfaction in Nigerian Airports: a case study of Calabar Airport. The specific objectives are to examine the relationship between supply chain service quality reliability, service quality responsiveness, service quality tangibility, service quality empathy, service quality assurance and customer satisfaction in Nigerian Airport. Survey design was employed in the study. Data information for this research work was collected from primary sources. The study employed correlation coefficient analysis to measure the degree of relationship between variables tested in the study. The major findings of the study revealed that a significant relationship exists between supply chain service quality reliability, service quality responsiveness, service quality tangibility, service quality empathy, service quality assurance and customer satisfaction. The study recommended that supply chain managers in Nigerian air ports should adopt the dimensions of supply chain service quality discussed in the current article to provide effective customer service that addresses the needs and requirements of customers in Nigerian airports. Management of Nigerian airports should be prudent in monitoring and encouraging the activities that create customer satisfaction.

Communication Strategy Customer Relations Officer PT Dwitunggal Putra Pegadai Tangerang Branch in Handling Customer Complaints

Customer Relations Officers are a bridge between customers and the company, especially in handling customer complaints. This research aims to determine the company customer relations office strategy PT Dwitunggal Putra Pegadai Tangerang branch in handling customer complaints. This study used a descriptive qualitative method. This research shows that Customer Relations Officers are essential in handling customer complaints and creating customer satisfaction. The Customer Relations Officer's process in resolving customer complaints can be carried out from the start, namely identifying existing problems, what complaints the customer is complaining about, developing a plan to resolve the complaint, and then acting and communicating efforts to improve customer complaints. Moreover, this is the re-evaluation stage of whether the Customer Relations Officer has resolved the problem. Apart from that, it also carries out several strategic steps in relations with customers namely Fact-finding which is it appears that accurate data and evidence support problems, Planning and Programming which the company creates a way that can connect between companies with customers, Taking Action and Communicating which the company prioritizes a personal approach to consumers and Evaluation which the company gets a good score from CSI in terms of customer satisfaction. The company can resolve the problems included in the service mechanism.

PENGARUH ISLAMIC MARKETING MIX TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI PADA PELANGGAN MILENIAL SHOPEE

This study aims to analyze and identify the impact of the Islamic marketing mix on customer loyalty, with customer satisfaction as a mediating variable. This research is a quantitative study with 159 samples of Shoppe millennial Muslim customers. This research uses random sampling and convenience sampling. The findings in this research show that the promotion of products, people, and places significantly affect customer satisfaction. Besides that, process, price, and physical evidence do not considerably affect customer satisfaction. Physical evidence, product, and promotion significantly affect customer loyalty, and variable people, price, place, process, and customer satisfaction do not substantially affect customer loyalty. Thus, it means promotion, physical evidence, price, process, people, product, and place can not be mediated by customer satisfaction on Shopee customer loyalty. This study has practical implications for people with online businesses who want to choose the right marketing strategy for creating customer satisfaction and loyalty in the Millennial era. This study could also be a reference for future researchers who will do Islamic marketing mix research by using the other variables and reset subjects.

The Operational Risk Management and Supplier Service Recovery in Improving Customer Satisfaction

Currently, many production facilities are very concerned about the sustainability of their production processes. Generally, ICS users need suppliers to maintain production facilities, especially during the operation period. Therefore, response of supplier is important to recover the critical equipment of production facilities such as ICS in Indonesia. In this study, ORM (Operational Risk Management) was chosen as one of the independent variables along with Supplier Service Recovery to create customer satisfaction who do not have a service contract with the supplier. Strategy of suppliers is needed to find good after sales service. There is a research gap in this study between the expectations of ICS users and their Satisfaction without considering long-terms relationship and long term marketing /business plan. This is conducted using a quantitative approach. Data collection method is done by providing a list of questions and sent to users maintenance managers where are located with in Indonesia. The 20 questionnaires are developed according to each variable. The 5-point Likert scale is used. The tool of analyze is using the Structural Equation Model with the WarpPLS 7.0. approach. ORM is found to mediate the relationship between supplier service recovery and customer satisfaction but supplier service recovery will not give impact to customer satisfaction directly. The ORM and Supplier Service Recovery are proven to bring satisfaction to ICS customers.

Mathematical models for improving the quality of services in hospitality industry

The article discusses the importance of developing a high-quality hotel product in the context of modern requirements for technical, technological, and environmental standards. The paper identifies key parameters that influence the assessment of the quality of a hotel offer, such as the location of the hotel, range of services, infrastructure, service technologies, pricing, and others. In addition, various mathematical models are considered, including a customer satisfaction assessment model, a demand forecasting model, a pricing optimization model, an inventory management model, and others, which can be applied to improve the quality of service in the hotel industry. This article aims to better comprehend the dynamics of changing customer needs and effectively adapt the hotel offer to market requirements. The authors draw attention to the importance of high-quality service for creating customer satisfaction and brand loyalty. The article also discusses in detail the aspects of checking the quality of hotel services, the problem of conflict of interests between customer expectations and reality, as well as mathematical methods for studying customer preferences for hotel services.

The Customer Satisfaction Roles in Customer Satisfaction Affect the Quality of Service Customer Loyalty

Customer loyalty is a very important aspect, and therefore, efforts are needed to increase customer loyalty by using several supporting factors, such as improving service quality so that customers are satisfied. This study aims to determine the effect of service quality on customer loyalty mediated by customer satisfaction. This research is quantitative. The sample obtained in this study was selected using simple random sampling. The number of samples used in this study was 78. The data analysis method used was the Partial Least Square (PLS) approach. The results of the study indicate that hypothesis 1 is significant, with a t-statistic value of 37.397 > 1.96 and a p-value of 0.000 < 0.05. This result proves that service quality plays a role in creating customer satisfaction and increasing customer loyalty. Hypothesis 2 is significant, with a t-statistic value of 23.791 > 1.96 and a p-value of 0.000 < 0.05. This result proves that service quality has a role in creating customer satisfaction and increasing customer loyalty. Hypothesis 3 is significant with a t-statistic value of 8.002 > 1.96 and a p-value of 0.000 < 0.05. This result proves that customer satisfaction is important in increasing customers' loyalty at Café Bandrek Opung Palangkaraya.

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.

FAKTOR KEPUASAN PELANGGAN COFFEE SHOP DI KOPIXEL JEMBER

Customer satisfaction is important to maintain the existence of a coffee shop in the face of competition. This is because the coffee shop business can be found almost in various places, this is influenced by the culture of drinking coffee which has become a lifestyle in all circles. In order for a coffee shop to be able to compete and maintain its existence, it must be able to create customer satisfaction. Kopixel is a coffee shop that is always busy with visitors and is able to compete even though there are many similar coffee shop businesses. Based on the results of research on customer satisfaction of the Coffee Shop in Kopixel Jember is influenced by five factors, namely product, price, service, facilities, atmosphere. This research was conducted to describe Kopixel customer satisfaction which makes Kopixel busy with visitors and able to compete. This research uses a qualitative descriptive approach with the research subjects being Kopixel customers and Kopixel Jember managers. The data collection process was carried out by interviews. The resulting data was analyzed by means of data reduction, data presentation, drawing conclusions, then the data was tested by source triangulation.

MODERN TRENDS IN QUALITY MANAGEMENT OF MEDICAL INVENTORY

13485 Medical Device Quality Management System, specially designed for businesses operating in any area of the medical device manufacturing sector, helps identify and meet customer requirements, based on the problems in this sector. ISO 13485, which refers to the international standard, allows companies to have a corporate function, more flexible and useful services. At the same time, it is important for all companies in the medical equipment sector to integrate and implement this standard in order to act in accordance with the current legal regulations, to ensure quality products and services, to create customer satisfaction and to comply with all the EU norms. The Medical Device Directive defines the basic requirements for medical devices and equipment and defines the design, manufacture, placing on the market and supervision of these devices and their equipment, Keywords: Medical standards, consumer satisfaction, Device operation, system certification.

Exploring the importance of building strong customer relationships

The object of the research is the role of creating customer satisfaction in retaining them and establishing long-term relationships with customers. Establishing market relations is accompanied by many challenges. Among them is increasing the competitiveness of companies to gain more success in the market. Without it, local business development is impossible. In this case, companies are greatly helped by realizing the role and importance of relationship marketing and using its approaches in practical activities. This has become one of the most relevant topics. Marketing is important for organizations to continue operating in business. Earnings are necessary to ensure the processes of production of goods. In the company, it is mainly marketing that is of decisive importance in generating revenues. It is important to know the key determinants that influence customer acquisition and subsequent retention. The work aimed to find out and determine the importance and role of creating customer satisfaction in retaining them and establishing long-term relationships with customers. Various indicators are used to determine this. There are different views and opinions regarding the named issues. Secondary data from the websites of various organizations and companies are used in this study. Taking into account the results of this work, companies will be able to make a critical analysis of their work with customers in the market, identify their weaknesses in this regard, and then take real steps to improve the situation. The paper discusses some approaches to the calculation of customer satisfaction indices, some different views and approaches expressed in this direction. A clear picture of the current situation in Georgia in the mentioned direction is created based on various reliable information sources. It is found that companies use only accumulation of points systems. In this article, the author discusses the conceptual aspects of relationship marketing, the opinions of various scientists and specialists are analyzed in this direction. The article presents a number of conclusions and recommendations of the author in the direction of increasing the effectiveness of the use of relationship marketing.

Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Pelanggan UNIQLO Living World Pekanbaru

The aim of this research is to determine the effect of service and product quality on customer satisfaction at UNIQLO Living World Pekanbaru. The respondents for this research were 100 people using random samples. The data analysis techniques used to answer the hypothesis are multiple regression, classical assumption test, F hypothesis test, t hypothesis test, coefficient of determination using Statistical Product and Service Solutions and Microsoft Excel. The research results show that service quality and product quality have a positive influence on student satisfaction, both partially and simultaneously. From the results of the coefficient of determination test (R2), it is known that the two independent variables contribute 52.9% in influencing the dependent variable, namely customer satisfaction in choosing UNIQLO Living World Pekanbaru products. Based on the findings of this study, it is found that customer satisfaction can meet the expectations of customers who are oriented towards quality services and products. The originality of writing this article facilitates theory development in terms of producing testable variables that influence the dynamic relationship between service quality and product quality in creating customer satisfaction, during construction

Factors Influence on Customers’ Satisfaction in Government Owned Life Insurance Firm: A Case of Rastriya Beema Sansthan, Nepal

Customer service is an integral part of any life insurance company. It is necessary to identify the key success factors in the life insurance industry, in terms of customer satisfaction, so as to survive the intense competition and increase insurance penetration (Nyaguthii, 2013). The important factor in creating customer satisfaction is the appropriate insurer with customers. Insurers believe the factors such as behavior and dealing effectively with the insured, ability of insurance agents to transmit accurate information, establish long term relationships with customers are the important factors in the success of the insurance industry (Vazifehdust & Farokhian, 2013). Thus, the study aims in analyzing the determinants of customer satisfaction in Rastriya Beema Sansthan, an insurance company of developing country Nepal. The study has adopted descriptive and analytical research design. The purposive sampling method is used to collect the primary response from the respondents. The descriptive analysis, correlation analysis and regression analysis have been conducted to analyze the relationship between customer satisfaction with premium, communication, claim settlement, service recovery and service quality in Rastriya Beema Sansthan. The study concludes that the service quality has no impact on customer satisfaction whereas other variables tested have been found significant. The results of the research are expected to hit the policy of Rastriya Beema Sansthan with broadening the scope of the study.

PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DI DAPUR MAMA IA KOTA BENGKULU

The purpose of this study is based on the identification of the problems stated above, then the purpose of this study is to determine the quality of service, products to customer satisfaction Dapur Mama IA Bengkulu. The sample of this study amounted to 160 which were determined proportionally. Data collection techniques using questionnaires and data analysis techniques using multiple linear regression. The conclusion of the results of this study is that the Quality of Influence has a positive and significant effect on Customer Satisfaction of Dapur Mama IA Kota Bengkulu, the better the Quality of Service provided the better it will be for the development of Dapur Mama IA Kota Bengkulu. With good Service Quality, it will create Customer Satisfaction by itself. Together, Service Quality and Product Quality have a positive and significant effect on Customer Satisfaction In Dapur Mama IA Kota Bengkulu, the better the Quality of Service provided and the Quality of Products offered will increase Customer Satisfaction. Keywords: Service Quality, Product Quality and Customer Satisfaction

Pengaruh Strategi Penjualan, Kualitas Pelayanan Terhadap Kepuasan Pelanggan

A pharmacy is a place that carries out pharmaceutical activities which has an important role in obtaining information about drugs. In this case, pharmacists have the responsibility to create customer satisfaction. Customer satisfaction is the key to the success of a business. Different services will also have a very significant impact on a pharmacy. Apart from that, the company must also market its products by implementing the right sales strategy, because by implementing the right strategy the company will get the expected results. This research aims to determine the sales strategy, service quality and customer satisfaction at Kimia Farma Pharmacy, Bima City, which is located on Jl. Soekarno Hatta Paruga.

Determinasi Pada Loyalitas Pengaruh Kualitas Pelayanan dan Persepsi Harga Melalui Kepuasan

Micro enterprises are believed to be able to thrive in unstable situations because they operate independently and have a relatively small scope. Small and medium-sized business owners must be able to survive in an industry dominated by large and medium-sized companies. To achieve this, they need effective marketing strategies, focusing on service quality and price perception, in order to create customer satisfaction and loyalty. The sustainability of micro and small business owners depends on how well their products can endure. In this study, the third key factor (TKT 3) is active research and development. This may involve analytical studies and laboratory research to physically validate analytical predictions about separate elements of technology. For instance, it could relate to components that have not yet been integrated or those that represent a sample. The study population consists of residents in Tangsel, and sampling is done using purposive techniques. Using the Hair formula, the sample size is rounded to 100 individuals who will serve as research respondents. These respondents will be provided with a Google Form questionnaire for the research.

The Effect of Green Marketing on Customer Satisfaction

The concept of environmentally friendly marketing has developed due to public awareness. This matter made many companies apply the green marketing concept in marketing their products to create customer satisfaction. Research was conducted with the aim of finding out The influence of green marketing on customer satisfaction. In the process of analysis, research A case study was conducted at Starbucks Coffee located at Bez Plaza. The location was selected because Starbucks Coffee is one of the first businesses to implement a green marketing system. The research method used is quantitative. The data collection process is carried out by distributing questionnaires to 243 visitors. In this research, it was concluded that green marketing has a significant effect on customer satisfaction.

THE PRICE AND ISLAMIC SERVICE QUALITY ON CUSTOMER SATISFACTION IN ISLAMIC BANKING

The rapid growth of Bank Syariah Indonesia in recent years has strongly emphasized the importance of pricing and Islamic service quality in gaining a competitive advantage. This research aims to analyze the influence of price and Islamic service quality on customer satisfaction of Bank Syariah Indonesia in Kudus. The study employs the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach to examine the conceptual framework. Data were collected from 140 Indonesian Islamic banking customers in Kudus using questionnaires. The analysis findings confirm that both price and Islamic service quality positively and significantly impact customer satisfaction in Bank Syariah Indonesia. Competitively priced products and services, aligned with Islamic principles, play a pivotal role in creating customer satisfaction.

The Art of Complaints: Analysing Complaints Management from a Social Media Banking Account

Banking institutions’ handling of complaints in today’s context has become one of the most highlighted areas in customer service. Customer complaints are the basis of any organisation, and an organisation’s ability to handle its customers reflects the competitive spirit in the business area. The resolution quality is what makes an organisation different from the others. Every business entity has now used an advanced tool to create customer satisfaction, and social media is a tool that has become familiar and popular among the public. Considering these phenomena, the banking industry has adopted social media to communicate with its customers. Subsequently, there are thousands of complaints posted through the social media platform and viral issues in social media could damage the organisation, affecting the profit made. While a happy customer could spread the information to 10 people, an unhappy customer could spread that issue to thousands of people on social media in a matter of seconds. Thus, the banking institution must strategize its standard of procedure in handling complaints so it would be beneficial instead of damaging. The present paper will analyse the types of complaints made by customers through the banking social media platform and the type of resolution the institution gave to rectify and solve the complaints. Findings showed that the highest type of customer complaint would be related to a banking service issue, followed by delayed service, general information, and issues on a social media campaign. In contrast, the most used type of resolution would focus more on explaining the predicaments, followed by resolution quality, being courteous, apology and accessibility.

CONCURRENCY OF THE EXPERIENTIAL MARKETING MODEL TO CREATE CUSTOMER SATISFACTION

We have surveyed 100 residents of the Royal Sentul Park Apartments, Bogor, West Java, Indonesia. Respondent characteristics based on gender and age in this survey period were dominated by 57% of men and the age of range betwwen 17-55 years old. Respondent’s education level is dominated by D3/S-1, women at 51% and men at 45%. Primary data was obtained by distributing hardcopy questionnaires and Google forms utilized a Likert scale. The Puspose of this research is analyzing Experiential Marketing in creating Customer Satisfaction through Celebrity Endorsements and WOM. Analysis of model equations uses path analysis. The results of the analysis show that the role of Experiential Marketing in creating Consumer Satisfaction has a positive influence both directly and indirectly through Celebrity Endorsement and WOM variables. Celebrity endorsement and WOM are important in advertising to build product recognition, especially for Royal Sentul Park apartments, and also in understanding the functions and characteristics of apartment products for consumers. An endorser is selected from a reference group who is considered to have the ability to act as a role model for the target market and also act as a provider of information, he/she communicates the features or facilities of the benefit value of the apartment product through media technology applications. The role that creates emotional feelings towards an apartment product for consumers in creating pleasant experiences is celebrity endorsement variable. The role that create positive value opinions for apartment products is WOM by utilizing buzzers and social media technology.