Customer Perceptions Research Articles

Analysis of Service Quality Level of Financing in Bank BTN Syariah Using the Fuzzy SERVQUAL Method (Case Study: Financing Unit of Bank BTN Syariah Balikpapan Branch)

Bank Tabungan Negara (BTN) Balikpapan is a financial institution that collects funds from the public and channels them in the form of credit. The objective of this research is to measure the service quality at Bank BTN Syariah Balikpapan using the SERVQUAL, conduct an analysis using the Fuzzy method to obtain single values that represent each attribute of perceptions and expectations, and formulate improvement proposals to enhance the quality of financing services. The highest gap was found in attribute Q1 "Adequate equipment and technology" with a Gap value of 20.66 (137.38%), while the lowest gap in service quality was found in attribute Q21 "Employees who provide personal attention to customers" with a gap value of -48.51 (38.60%). This indicates that attribute Q21 is an important aspect that needs improvement due to the negative gap between customer expectations and perceptions. Furthermore, the overall measurement of service quality in the financing unit yielded an average gap value of -0.77 (Good Enough). Based on the fuzzy Servqual method, several attributes with the lowest negative gaps in the service quality of Bank BTN Syariah were identified. Proposed improvements include conducting Experiential Training to enhance personal relationship approach with customers, adding training with banking knowledge content to improve the financing process, and providing additional rewards to employees who achieve the desired improvements in service.

Customer Perceptions of a Restaurant-Based Healthy Eating Program and Factors Associated with Healthy Food Selection in Restaurants

ABSTRACT Background Restaurant-based interventions are a promising strategy to improve community food environments and customer food choices. Purpose Describe the extent to which a restaurant-based program, Ochsner Eat Fit (EF), may influence healthier food choices, and identify factors associated with EF food item selection. Methods Cross-sectional intercept surveys with 608 customers in 34 EF restaurants. Results Of 608 respondents, 17.3% ordered an EF item. Of 307 respondents familiar with EF, 89.6% believed EF can help them make healthier food choices. Respondents who agreed the restaurant environment supported healthy choices were 3.4 times more likely to order EF than those who did not agree (95%CI:1.5–7.7, p = .003); African American respondents were 2.1 times more likely than White respondents (95%CI:1.1–3.7, p = .017); and customers trying to make dietary changes were 4 times more likely than those who were not (95%CI:1.2–13.1, p = .024). Discussion Customers believed EF can positively influence food choices. Race, desire to make dietary changes, beliefs about healthy foods, and perceptions of the restaurant environment were associated with food choices. Future programming efforts should consider increasing the number and promotion of healthy options to support healthy decision-making. Translation to Health Education Practice Findings can be used to inform the development of restaurant-based healthy eating programs.

Return strategies and channel pricing in omni-channel retail considering heterogeneous customer perceptions

As Internet technology advances, the retail industry is increasingly adopting omni-channel operational strategies. This research delves into the interplay between return losses and customer perceptions of online products, and how these factors influence profit-maximizing omnichannel retailers’ optimal return strategy and channel pricing. Previous studies have primarily focused on cross-channel aspects and have not thoroughly explored the impact of return loss on profitability in an omni-channel context. The study assumes that profit-maximizing retailers allow consumers to choose their purchase channels based on perceived utility of different channels, while adhering to the retailer’s stipulated return strategy. To this end, we introduce three distinct return strategies (returning products via the original purchase channel, offline return, and online return) for omni-channel retailers. We aim to identify the most profitable return strategy by considering diverse return losses associated with each channel and consumers’ perceptions of online products. Our analysis identifies scenarios in which a particular return strategy either boosts or reduces retailer profit, thereby facilitating optimal channel pricing decisions. Our findings reveal that customers’ purchasing channel selections are affected by their perception, retailer’s return strategy, and net return loss. We also find that no matter what kind of operation scenarios the retailers adopted, the retailers should let all customers return to the online channel to generate maximum profit when the difference between the retailer’s online and offline net return loss is less than the difference between the customer’s online and offline return hassle cost. Conversely, an offline return strategy proves more profitable. Our findings are supported by numerical simulations, guiding omni-channel retailers in making informed decisions regarding return strategies and channel pricing.

The New Norm, a reality or a fiction? A longitudinal passenger satisfaction study on the persisting effects of COVID-19

The concept of the "new norm" implies a shift in societal behavior, and the COVID-19 pandemic is suspected to have long-term effects on customer perceptions of public transportation service factors such as crowdedness and cleanliness as mentioned in the literature. To assess the existence of a new norm in passenger behavior, a six-wave longitudinal customer satisfaction survey was conducted, comprising four waves before the pandemic and two waves after, in addition to an interview panel survey. Employing the SEM-MGA approach, we modelled the longitudinal sample, utilizing a confirmatory factor analysis framework grounded in passenger satisfaction literature specific to the Tehran metro. A MGA model was introduced, and the Importance-Performance Analysis was employed to identify alterations in the significance and execution of satisfaction factors across each survey wave and model. Three main factors of cleanliness, crowdedness, ventilation, were examined to assess the new norm. Each factor consistently emerged as a significant factor in passenger satisfaction, pre and post-COVID-19. In conclusion, our findings indicate that the COVID-19 pandemic did not have an observable long-term impact on public transportation passengers' perceptions of cleanliness and ventilation. This suggests that authorities may consider returning to pre-pandemic operational practices to conserve valuable resources. Moreover, our study underscores passengers' adaptability and the system's reversion to pre-pandemic norms in this regard.

Online Food Delivery Apps: Customer Perception towards Restaurant and Home-Made Food Delivery in Chennai

This study delves into the landscape of online food delivery applications, examining their impact, trends, and potential avenues for growth. Through an empirical research method employing a questionnaire, data was collected from a diverse sample of 400 individuals in Chennai, exploring the preferences, habits, and satisfaction levels of users. Firstly, demographic factors such as age and gender exhibit a direct correlation with customer satisfaction or preferences, indicating individualised landscape of preferences. Swiggy emerges as the preferred platform among respondents, primarily attributed to its safe and quick delivery options. The study proposes the incorporation of home-made food deliveries, not only as a consumer benefit but also as a source of new employment opportunities, particularly for homemakers. This study provides understanding of the online food delivery landscape, offering actionable insights for companies to navigate the challenges, capitalise on emerging trends, and foster sustainable growth in this dynamic and competitive industry.

Package Simplicity Is Complex: When Simplicity Works And When It Doesn’t

As the global product packaging market is predicted to soar to $1.1 trillion in 2024, the challenge for retail marketers is “How I can make my packaging stand out on a retail shelf?” 1 And a related question, relevant for all packaged products, is “Can my packaging help not only increase customer acceptance, but also a customer’s willingness to pay?”, implying that the product can command a premium. Recent research by Lan Anh N. Ton, Rosanna K. Smith, and Julio Sevilla suggests that for most product categories, packaging simplicity enhances a customer’s willingness to pay, as it emphasizes perceptions of quality, purity or other benefits.2 However, the research also uncovered an exception to the rule: consumer-indulgent products. This essay provides cues for marketers, branding managers, market researchers and senior sales managers who want to enhance customer perceptions and improve their price premium.

Effects of service encounter quality on courier and customer encounter satisfaction and loyalty in crowdsourcing logistics: an actor-partner interdependence model

ABSTRACT The quality of delivery service encounters in which crowdsourced couriers and customers highly interact and mutually influence each other affects their attitudes and behaviours. Crowdsourced couriers and customers are bilateral users of crowdsourced logistics platforms whose loyalty determines the sustainability of platforms in a competitive environment. Due to the interdependence of couriers and customers in service encounters, this study utilizes the novel actor-partner interdependence model to investigate the impact of service encounter quality on courier and customer responses drawing upon emotion contagion theory. Dyadic analysis demonstrates that courier and customer perceptions of service encounter quality are positively related to their encounter satisfaction, with subsequent effects on loyalty (actor effects), and encounter satisfaction mediates the relationship between their perceptions of service encounter quality and loyalty. Notably, we show that customer encounter satisfaction is not only influenced by their own perception of service encounter quality but also by the corresponding courier’s emotional contagion through interaction (partner effects). This study provides valuable insights for practitioners of crowdsourcing logistics platforms to improve the quality of future service encounters.

A Journey into Restaurant Ownership by Lean Management Practices

"A Journey into Restaurant Ownership, Management, and Customer Satisfaction" delves into the multifaceted world of running a successful restaurant, emphasizing the critical role of customer satisfaction. This project explores the entire lifecycle of restaurant ownership and management, from conceptualization to daily operations, with a keen focus on creating exceptional dining experiences. The project begins by examining the process of conceptualizing and planning a restaurant, including choosing a concept, location, and target market. It then delves into the intricacies of menu development, pricing strategies, and sourcing ingredients to ensure quality and appeal. Operational management is a key focus, covering staff recruitment, training, and scheduling, as well as inventory management and maintaining high standards of cleanliness and safety. Marketing and promotion strategies are also explored, with an emphasis on digital marketing, social media engagement, and customer relationship management. Customer satisfaction is at the core of this project, with an analysis of factors that influence customer perceptions, such as food quality, service efficiency, ambiance, and value for money. Strategies for measuring and improving customer satisfaction are discussed, including feedback mechanisms and service recovery techniques. practical recommendations for aspiring and current restaurant owners and managers. It underscores the importance of customer satisfaction as a driver of success in the competitive restaurant.

The impact of dynamic pricing on restaurant customers’ perceptions and price sentiment

Purpose This study aims to examine how dynamic pricing impacts customer perceptions of restaurants and sentiment toward prices via online reputation metrics. In addition, to deepen the debate on dynamic pricing, a novel definition is drawn by exploring the specific forms of discrimination that can manifest in different industries. Design/methodology/approach Leveraging a comprehensive data set of restaurant reviews sourced from TripAdvisor, the study focuses on restaurants affiliated with one of the largest groups of restaurants in Spain. We used a quasi-experimental method (difference-in-differences), to study how dynamic pricing strategies influence customers’ perceptions of value based on numerical ratings. Meanwhile, we used a Bidirectional Encoder Representations from Transformers model on the textual component of reviews to dissect the emotional nuances of dynamic pricing. Findings Results did not reveal a causal impact of dynamic pricing strategies on customers’ perceptions. Moreover, the sentiment analysis shows no heightened negative view after introducing dynamic pricing in restaurants compared to the control group. Contrary to what previous literature suggests, our findings indicate that implementing dynamic pricing does not adversely affect customers’ perceptions or sentiments regarding prices in restaurants. Research limitations/implications The quasi-experimental setting of the study presents inherent challenges in establishing causality that require further investigation using controlled experimental settings. Nevertheless, our study reveals that restaurant customers do not perceive dynamic pricing as unfair. This finding is critical for restaurant managers when considering the implementation of dynamic pricing and revenue management strategies. In addition, our study highlights the importance of considering not only numerical ratings but customer sentiment analysis as well. This more holistic approach to assessing the impact of pricing strategies can give restaurant managers a deeper understanding of customer reactions. In addition, a more rigorous definition of dynamic pricing is provided, clarifying its nature and its distinction in using different price discrimination. Originality/value This study contributes to the evolving understanding of dynamic pricing strategies’ impact on customers’ perceptions and sentiments in the restaurant industry. It aims to fill the gap in understanding customer reactions to algorithmically determined prices (via revenue management systems such as DynamEat) in this industry. The combination of causal inference and sentiment analysis offers a novel perspective, shedding light on the nuanced connections between dynamic pricing implementation and customers’ emotions.

Carbon footprints on the menu: Exploring consumer choices and perceptions across real-world gastronomic settings.

Dietary changes can contribute to mitigating the environmental impact of human nutrition. Informing consumers can encourage them to choose more sustainable foods, dishes, or dietary styles. One opportunity for information transfer is through carbon footprint data. However, the impact of carbon footprint information or labels on food choices is rarely investigated in real-world settings, and findings remain inconclusive. This study aimed to understand how the carbon footprint on menus influences customers’ actual choices in various gastronomic settings.The carbon footprint of dishes was calculated and presented in different layouts on the menus of a university canteen, various company canteens, a restaurant, and a food truck. Sales figures were compared between an intervention period featuring carbon footprint information, and a control period with the same menu offerings but without such information. Customer perceptions were assessed by a survey.In the university canteen, the average carbon footprint of all chosen dishes decreased significantly by 1.5 percent during the intervention period. However, no significant difference was observed in the other participating facilities. A visualization of the carbon footprint showed no advantage over displaying the numbers alone. The survey revealed predominantly positive perceptions of the provided information among customers but also highlighted a general lack of knowledge about the climate impact of food choices.The results suggest that the effectiveness of carbon footprint information might depend on the gastronomic setting and its population. While many customers claimed that the information influenced their choices, this cannot be confirmed based on the sales figures. Further research is needed to investigate the effectiveness of carbon footprint information in supporting consumers to make more sustainable food choices.

The Role of Sustainable Food in Enhancing Customer Experience in Luxury Hotels

The adoption of sustainable food practices in the hospitality industry, especially within luxury hotels, has gained considerable attention in recent years. This research paper examines the role of sustainable food in enhancing customer experience in luxury hotels, motivated by the growing emphasis on environmental responsibility and the increasing demand for authentic and ethically sourced culinary experiences among hotel guests. The findings demonstrate a strong positive correlation between implementing sustainable food practices and enhanced customer experience in luxury hotels. Guests exhibit higher levels of satisfaction and loyalty towards hotels that prioritize sustainable sourcing, waste reduction, and eco-friendly culinary practices. The study identifies specific sustainable food attributes that significantly influence customer perceptions and preferences, contributing to a more positive and memorable hospitality experience. These research findings are valuable for luxury hotel management, offering insights into the benefits of integrating sustainable food initiatives to boost customer satisfaction and loyalty. Additionally, the findings underscore the importance of aligning luxury hotel offerings with the evolving consumer preference for sustainable and responsible dining experiences. KEY WORDS : Hotels, Sustainable food, Customer Experience

Perceived Quality and Satisfaction Regarding Private Labels in Romanian Retail

Abstract This article addresses the perception of various customers regarding the private labels of retail companies. Therefore, the scope of this paper is to illustrate and determine whether specific factors such as the opinion, satisfaction and enjoyment of such labels, influence each other and also the perception of the customer, regardless if the customer is aware or not about it. Since these factors also influence the purchasing decision of potential customers, it is interesting to find out the current state of those, and identify any potential for improvement. This paper uses a statistic linear model, that is based on the inference statistic as well as the descriptive statistics. Therefore, tests like the Lagrange multiplier test, known also as the White test, the Durbin Watson test and the Jarque Bera test, were conducted to check the quality and the validity of the model. The results are interesting due to the fact that every time 2 factors were analysed, one test was failed. This does not necessarily mean that the model is unfounded or not valid. This signifies that there might be a better model that suits the behavior of the analysed factors and can possibly predict better their outcome.

Digitalization in Banking: Navigating the Effects of Automated Decision-Making on Customer Experience

Abstract This study explores the impact of automated decision-making processes on customer experience within the banking industry, set against the backdrop of digital transformation. The objectives are to provide insights into how automated decision processes shape the contemporary banking experience and influence customer perceptions, acknowledging both the positive and negative implications for the evolving nature of banking services in the digital era. The literature review examined the contributions of the cited authors, generating a summary of information categorized into three parts: a comprehensive overview of the banking landscape in the context of digital transformation, brief considerations regarding automated decision-making processes and several insights into customer experience. The research methodology employed a questionnaire, encompassing both close-ended inquires and an open feedback section. The study was conducted for the Romanian banking system and had a sample size of 102 respondents. The gathered data was subsequently correlated and analyzed to evaluate the alignment of customer perception with the opportunities and challenges identified in the specific literature. This paper also tries to widen its relevance by facilitating practical applications of the research findings. Thus, in the result section, key considerations were formulated, targeting a more precise definition of automated decision-making processes in the banking industry, aiming to optimize the experience for the utilizing customers. The conclusion indicates that both strengths and weaknesses of automated decision-making processes in banking industry are of relevance in the perception of customers, as the questionnaire’s responses align in form and extend with the theoretical concepts identified in the relevant literature.

Customer perception of brands' heritage: synthesis and perspectives

This article looks at of what marketing has produced regarding the way consumers engage with brand heritage. The literature review shows how marketing scholars take the heritage discourse and analyses the way the message is communicated to external audiences, if they accept it or not, and what effects it has on their broad relation to the company. Then, the first part of the paper clarifies the distinction in brand heritage literature between the focus on the corporate brand and the focus on the marketing mix and its perception by consumers. The second part defines brand heritage as it is perceived by consumers, while the third examines protocols and, most particularly, scales that facilitate the measurement of brand heritage percep- tion. The fourth part reviews the known consequences of brand heritage perception. Finally, the conclusion lists avenues for further research.

The Impact of Social Media on Consumer Behavior and Purchasing Decisions in the Fashion Industry

Abstract: The present study aims to examine the noteworthy impact of social media platforms on customer behavior and purchase decisions in the ever-changing fashion business. Fashion marketers now need to grasp how social media usage affects consumer behavior due to its exponential expansion worldwide, especially among fashion-conscious populations. This study investigates the complex relationship between social media involvement and several aspects of consumer behavior, such as brand awareness, brand loyalty, buy intentions, and actual purchase behavior. It does this by conducting a thorough review of the existing literature and doing empirical analysis. Additionally, the study explores the ways in which brand advertising, influencer endorsements, and user-generated material on social media influence customer perceptions and preferences in the fashion industry. This study integrates theoretical understandings with real-world applications is to offer insightful information to fashion firms and marketers who want to improve their social media tactics and gain a competitive edge in a sector that is becoming more and more digital

CUSTOMER SATISFACTION TOWARDS SELF-SERVICE TECHNOLOGY: A SYSTEMATIC LITERATURE REVIEW

This study explores customer satisfaction with self-service technology and identifies the important factors that motivates the customers to adopt these technologies. SST means a variety of automated services that allow customers to complete tasks independently without service employees interaction. The growing prevalence of SST in various service sectors such as: retail, airports, hospitality and banking emphasize the importance to understand customer perceptions and the factors that influence technology acceptance. For the success of self-service technologies customer satisfaction is key variable for the marketers which further depends on customer experience in technological environment. The factors such as: ease of use, speed, trust has ability to meet customer expectations consistently emerge as critical to enhancing satisfaction. In this present research a systematic literature review was carried out from 2015-2022 by using database search. We hope that this literature review provides more insights about the importance of customers satisfaction for the success of new technologies in developing nations like India. Keywords: Customer satisfaction, Self-service technology, Ease of use, Speed, Trust

Platform and customer characteristics in purchasing from a recommerce platform: an empirical investigation of customer perceptions

ABSTRACT Although evidence supports the prevalence of collaborative and sustainable consumption online, limited research has examined this phenomenon. This study applied the stimulus–organism–response (SOR) framework to develop a model of recommerce customer behaviour. The model examines the effects of platform attributes of convenience, fairness, and security and customer characteristics of innovation and norms on attitudes toward sustainability and toward the recommerce platform. In turn, the association between customer attitude and repurchase intention is investigated. A partial least squares structural equation model is employed to evaluate the research model using survey questionnaire data. The results show that platform characteristics of fairness and convenience are key determinants of a positive attitude toward the recommerce platform, whereas customer personal norms are important precursors of attitude toward sustainable consumption. The effects of the two types of attitude on repurchase intention are identified. Furthermore, usage frequency influences the relationship between the recommerce experience and its outcome. Considering both platform and customer characteristics produces novel insights that elucidate the determinants of sustainable consumption behaviour.

Authenticity in small businesses: exploring the consequences of brand authenticity

PurposeAlthough small businesses are important to the economy, few studies have examined how the small restaurant experience influences customer behavior. Thus, the purpose of this study is to develop a model and examine the influence of small restaurant attributes (i.e. authenticity) on customers’ positive attitudes and behavior.Design/methodology/approachUsing 181 responses from customers of small restaurants, this study examines how the dimensions of authenticity (i.e. continuity, credibility, integrity, and symbolism) affect customers’ positive behavioral intentions through emotional attachment.FindingsThe results of partial least squared–structural equation modeling demonstrate that customer perceptions of symbolism, credibility, and integrity in their experience at a small restaurant influence their attachment, which in turn influences both their word of mouth and revisit intentions. However, continuity has no significant effect on customers’ emotional attachment to service providers. Also, the effects of authenticity on customer behavior vary across demographic categories.Originality/valueWith increasing competition in the small business context, service providers seek to understand how to create positive customer patronization behavior. This study provides guidelines for small business owners who are developing marketing strategies.

Customer perception, integration behavior, and loyalty of internet of things enterprises

As cloud computing, big data, and artificial intelligence technologies continue to develop and be commercially applied, the emerging industry of the Internet of Things (IoT) is continuously growing. To maintain a competitive edge, the establishment and sustenance of customer loyalty are crucial for the sustained development of IoT enterprises. Thus, this study aims to identify the key factors driving the establishment of customer loyalty in the IoT context. Utilizing an anonymous self-administered questionnaire survey, original data from 211 individual IoT users were collected, and structural equation modeling was employed to analyze the collected data. The results indicate that customer price perception, customer service perception, and customer integration behavior significantly and positively influence customer satisfaction, and through the mediating effect of customer satisfaction, significantly and positively affect customer loyalty. Additionally, customer integration behavior also directly positively influences customer loyalty. These findings expand and enrich existing research in the marketing field on customer satisfaction and loyalty, providing recommendations and valuable insights for customer management practices of IoT enterprises.

Beyond the Box: Packaging and Branding as Tools for Differentiation in a Competitive Retail Market

The study's goal was to investigate how customers perceive various design components of milk tea packaging and to provide crucial data for businesses about consumer appeal and the significance of design features from the customer's viewpoint. This study aims to contribute to the body of knowledge already available in the packaging and marketing fields by shedding more light on the psychology of color and its effects on packaging and marketing. It expounds upon several facets of packaging and encapsulates the conclusions of the latest studies carried out thus far, which have examined packaging from various angles. There is an importance in studying and delving into the deep essence of branding and packaging so that consumers notice businesses' packages first and represent the brand. Ensuring that the packaging aligns with the company's brand and beliefs is crucial. The brand's packaging should communicate its goals, core values, and distinctive selling points. The researcher employed the following methods to gather information: (1) analysis, (2) interviews/personal interviews, and (3) validated tool/guide. Qualitative information was gathered from 20 tool replies. The study's findings demonstrated the significance of packaging design in customer purchasing habits. Through the analysis of customer perception, it was discovered that packaging design components including color, graphics, and product details are important since they are part of decision-making and guarantee the customer's focus. Based on the results, it was determined that an effective milk tea package design could be produced through collaboration between the client and the business. Additional studies might examine the design features of various product packaging.