Product Customer Satisfaction Research Articles

Influence Of Product Brand, Customer Satisfaction, Product Quality, Promotion, Service And Samsung Prices On Interest In Buying At Chandra's Shop Cellular Kotapinang

This study aims to investigate the effect of Brand Product, Custemer Satisfaction Product Quality, Promotion, Service And Samsung Prices On Purchase Interest In Chandra Celluler Shops. Data collection was carried out by distributing questionnaires and distributing them to 100 research samples, namely Chandra cellular consumers. Data analysis in this study used SPSS version 20. Data testing techniques were carried out in partial and simultaneous testing. The results of the analysis show that overall the independent variables have a positive and significant influence on the dependent variable. This can be seen from the value of all t counts which have a value higher than 1.985 with a significant value below 0.05. Overall the final result of the study is that the independent variables provide influence of 0.906 or 90.06% and the rest is influenced by other supporting factors.

Using grey-quality function deployment to construct an aesthetic product design matrix

Quality function deployment (QFD) is a systematic approach to transform customer requirements (CRs) into product engineering characteristics (ECs). Traditional QFD relies on market research or customer questionnaires to collect a series of ambiguous and uncertain CRs. As a result, evaluating the weighting of CRs and determining the design matrix between CRs and ECs have become the focus and difficulty of QFD. This paper proposes the grey system theory in artificial intelligence technology combined with QFD to develop grey-QFD to solve the issues mentioned before. First, collect the average evaluation values between the aesthetic images and customer satisfaction of representative products. The grey prediction GM (1, N) model is used to obtain the weight of aesthetic needs relative to customer satisfaction and import it into the left QFD. Second, the domain experts decomposed the product form into a morphological analysis table, and fuzzy Delphi screened key ECs and imported them into the ceiling of QFD. Finally, grey relationship analysis established the aesthetic product design matrix between CRs and ECs, and calculated and ranked the final weights of each ECs by using grey relationship degree. The research uses the security camera in the smart home as an experimental object. After operating the proposed grey-QFD, the aesthetic quality of the target product (lively, intelligent, friendly, personalized, and fashionable) and the optimization of the corresponding product ECs are obtained. The result provides a theoretical reference for designers and significantly improves customer aesthetic satisfaction.

ANALISIS LOYALITAS PELANGGAN BERDASARKAN DIVERSIFIKASI PRODUK, HARGA, DAN KEPUASAN PELANGGAN (Studi Empiris Loyalitas Pelanggan Pada Mie Apong Sampurna Gebang Jember)

Customer loyalty is an important aspect that is considered by a company, as well as in the food business, along with the development of the culinary business in the city of Jember, the competition faced by Mie Apong Sampurna Gebang Jember is also getting tougher, to overcome competitive competition and also maintain customer loyalty. it is necessary to have a strategy, namely through product diversification, price and customer satisfaction to continue to increase customer loyalty so that they can continue to compete and open up opportunities to expand their business. This research was conducted on Mie Apong Sampurna Gebang Jember customers. The purpose of this study was to measure whether there is an effect of product diversification, price, and customer satisfaction on customer loyalty at Mie Apong Sampurna Gebang Jember. This type of research is quantitative associative research. The population in this study were customers of Mie Apong Sampurna Gebang Jember. The data analysis technique used to test the hypotheses in this study used multiple linear regression analysis with the t test and the coefficient of determination (R2) which was processed using the Statistical Product and Service Solution (SPSS) 23 program. Data collection techniques used questionnaires, observations and interviews. The sample of this research is 150 respondents of Mie Apong Sampurna Gebang Jember customers using purposive sampling technique which aims to determine the respondent's perception of each variable. The results of this study prove that Product Diversification, Price, and Loyalty have a significant effect on Customer Satisfaction of Mie Apong Sampurna Gebang Jember

Factors Influencing Customer Purchase Intention in B2B Telecommunication Industry

Digital transformation has the potential to improve consumers’ lives by providing new opportunities for business firms to create business value. This phenomenon forces the telecommunications industry to become one of the leading industries in digital transformation as the main digitalization mover and to be able to adapt to the changing trends of the digital transformation era. The increasing trend of digitization and consumption of digital media platforms by global and domestic customers has led to a demand for higher bandwidth with high-speed connectivity. This phenomenon creates new business opportunities for the telecommunication industry. With all the developments in the digital era, the telecommunications industry must adapt to achieve new opportunities in transformation and digital ecosystems that are rapidly developing by increasing the economic value and services of more data-oriented companies. This study aims to determine what factors influence customer purchase intention in B2B telecommunication companies, namely the DWS Telkom division under PT Telkom Indonesia, which plays a role and focuses on carrying out wholesale business portfolio management activities. The division’s mission is to provide sustainable value to wholesale customers through digital connectivity solutions, digital platforms, and communications. This research was conducted using qualitative methods by interviewing 7 existing customers of Telkom DWS using question guidelines to determine B2B product purchasing factors. Results from interviews with customers were analyzed using the triangulation method. The results show that the factors influencing purchasing decisions in the B2B industry are product quality, service quality, relationship commitment, trust, customer satisfaction, and loyalty.

Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Harga Terdahap Kepuasan Pelanggan Kopikota Bali

ABSTRACT
 
 This study aims to determine and analyze whether product quality, service quality, and price affect to the customer satisfaction of Kopikota Bali. The data collection technique is purposive sampling. The sampling method was carried out purposively or with certain objectives and considerations with the criteria of customers aged 17 years and over and had made transactions at Kopikota Bali. Respondents were set at 25 x 5 = 125 respondents. The research method applied in this study is based on multiple linear regression analysis with data collection techniques used are documentation and questionnaires. The data analysis technique used is quantitative descriptive analysis, validity and reliability test, classical assumption test, multiple linear regression analysis and t test analysis. The results of the analysis show that the regression results are Y = 1.125 + 0.221X1 + 0.297X2 + 0.476X3. The conclusion obtained is that product quality (X1) has a positive and partially significant effect on customer satisfaction (Y) which is shown in the regression coefficient β1X1 which has a positive value of 0.211 with tcount = 2,301 > ttable = 1,979 with sig = 0,023. Service quality (X2) has a positive and partially significant effect on customer satisfaction (Y) which is shown in the regression coefficient β2X2 which has a positive value of 0.297 with a value of tcount = 4,450 > ttable = 1,979 with a value of sig = 0.000. Price (X3) has a positive and partially significant effect on customer satisfaction (Y) which is shown in the regression coefficient β3X3 which has a positive value of 0.476 with tcount = 4.219 > ttable = 1.979 with sig = 0.000 value. Suggestions for Kopikota Bali are the need to maintain product quality, service quality, and prices provided, and if necessary to be improved again in order to always achieve customer satisfaction.
 
 Keywords: Product Quality, Service Quality, Price and Customer Satisfaction

Creativity And Innovation In Increasing Product Utility; Case Study Of The Mas Puput Meatball Business In Makassar CityThis research aims to analyze the use of the SCAMPER method in increasing creativity and innovation as well as product utility in the Bakso Mas Puput business in Makassar City. The SCAMPER method is a research tool used to generate new ideas by

This research aims to analyze the use of the SCAMPER method in increasing creativity and innovation as well as product utility in the Bakso Mas Puput business in Makassar City. The SCAMPER method is a research tool used to generate new ideas by making changes to existing products. This research uses a qualitative approach with data collection techniques through observation, interviews and documentation. The research informants consisted of Bakso Mas Puput business owners and their loyal customers. The collected data was analyzed using qualitative analysis methods. The research results show that the application of the SCAMPER Method to Mas Puput’s Bakso Business has been successful in creating significant creativity and innovation as well as increasing the utility of their products. Each step of the SCAMPER Method, namely, Substitute, Combine, Adapt, Modify, Put to other use, Eliminate, and Rearrange, has provided positive contribution in achieving the desired results. Creativity and innovation in terms of variations in taste, attractive appearance, and unique experiences have provided increased product utility and customer satisfaction. In addition, the application of the SCAMPER Method also has an impact on menu updates, marketing strategy development, and expansion business

The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products

The purpose of this study was to determine the effect of service quality and marketing mix on customer satisfaction and repurchase intention. The sampling method used in this research is non-probability sampling with purposive sampling technique. The total sample in this study was 212 respondents. Methods of data collection using an online questionnaire. The data analysis used is instrument validity and reliability test, classical assumption test, hypothesis test and path analysis using SPSS 25.0 for windows program. The results of this study indicate that all items for each variable are valid and reliable. Both structural models meet the criteria for the classical assumption test with no multicollinearity, heteroscedasticity, and normality assumption. Based on the results of the t test for the service quality variable, it has a significant effect on customer satisfaction. The marketing mix variable has a significant effect on customer satisfaction and repurchase intention. The service quality and the customer satisfaction also have significant effects on repurchase intention.

Marketing Research and Performance of Money Deposit Banks in South East, Nigeria

In Nigeria the present bank situation is frustrating as customers sometimes suffer poor service delivery such as delayed cash withdrawal, failed bank transfers and hanging cash deposit alerts. In view of this, this study determined the relationship between marketing research and performance of Money Deposit Banks by ascertaining the extent of relationship between problem identification research and business advantage and the degree to which product review research relates with customer satisfaction of Money Deposit Banks in South East, Nigeria. Descriptive survey research design was adopted and Taro Yamane formula was used to determine a sample of 162 out of a total population of 273 while structured questionnaire was used to collect data from respondents. The hypotheses were tested using Pearson Product Moment Correlation Coefficient with the aid of Statistical Packages for Social Sciences (SPSS Version 29). Findings revealed positive relationship between marketing research and performance of Money Deposit Banks in South East, Nigeria. There is positive relationship between problem identification research and business advantage. Results also revealed positive relationship between product review research and customer satisfaction. The study concluded that the relationship between marketing research and performance of Money Deposit Banks is dependent on the adoption of problem identification research and product review research. Therefore, the study recommended that marketing manager should always adopt proactive measures towards the market. This can be achieved by constant review of market trends and customer’s behaviour.

Напрями удосконалення операційного менеджменту в контексті забезпечення сталого розвитку організації

The article outlines that improvement of operational management to ensure sustainable development of an enterprise is an integral part of success in modern business environment. Taking into account the aspects of sustainability allows enterprises to achieve efficiency, reduce costs, improve product quality and customer satisfaction, as well as reduce negative impact on the environment, while contributing to the social development of society. The essence of the category of operational management was investigated in the article. It has been established that compliance with the policy of sustainable development correlates with the field of functional activity of this type of management in the context of increasing globalisation, digitalisation and riskiness of economic activity. Key environmental practices that contribute to strengthening the economic and financial sustainability of organisations, primarily the use of environmentally friendly technologies, reduction of emissions and pollution, efficient use of resources and waste recycling to ensure environmental sustainability were analysed. The authors outline main directions of improvement of the operational management system with consideration of the sustainable development policy. An important step in this process is the analysis and determination of key performance indicators, which allows enterprises to focus on achieving specific goals and assess the effectiveness of their operations in the direction of sustainable development. The next stage in ensuring economic sustainability is the implementation of a sustainability-oriented quality management system, which includes defining quality standards, procedures for monitoring and improving product quality in compliance with environmental norms and standards. The implementation of a sustainability-based quality management system contributes to the production of consistent quality products, reduction of waste and improved customer satisfaction. The authors see another area of operational management improvement in optimising the supply chain and establishing cooperation with suppliers who support sustainability policies. Improving supply chain management processes ensures efficiency and sustainability in the supply chain, reduces risks and optimises logistics. Process improvement and innovation play a significant role in the implementation of sustainable development policy in the organisation's activities, as it involves continuous process improvement, introduction of the latest technologies and innovations aimed at preserving the environment, ensuring labour safety and meeting social needs. The article emphasises that operating on the basis of social responsibility with improved attitude towards staff, consumers and other stakeholder groups emphasises the organisation's understanding of its role in the social development of society and strengthens its competitive position in the market.

PRODUCT QUALITY PERCEPTION, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY ON GREEN PRODUCTS

The study’s main objective was to determine customers’ perceptions of the quality of green products and describe their satisfaction and loyalty. After carefully analyzing the gathered data, the researcher concluded that most customers perceived green products as good quality. In terms of satisfaction, most customers were satisfied with the green products offered. Further, they were also said to be loyal to the green products. In addition, product quality is positively and moderately correlated with customer satisfaction and loyalty; customer satisfaction is positively and moderately correlated with customer loyalty.

Implications of Product Quality and Customer Satisfaction in Nigeria Telecommunications Sector: Covid-19 Pandemic Experience

Implications of Product Quality and Customer Satisfaction in Nigeria Telecommunications Sector: Covid-19 Pandemic Experience

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Produk Ayam Broiler Di PT. Mitra Peternakan Unggas Unit Pandeglang)

ABSTRACT
 
 Broiler Chicken Farms have very good prospects for development, both on a large and small scale. Broilers are the only poultry that have an important role because they produce meat that provides the availability of animal protein, the manure can be used as organic fertilizer and the feathers can be used as industrial materials. One of the companies engaged in the field, especially Broiler Chicken is PT.Mitra Poultry Farm. PT. Mitra Poultry Farm, which is located in the Cigadung Indah Complex Block C/21 RT/RW 03/05, Cigadung Village, Karang Tanjung District, Pandeglang Regency, Banten. To be able to compete in this broiler farming business, the company must improve product quality and good service quality in order to create customer purchasing decisions for broiler chickens optimally so that it will have an impact on customer satisfaction of broiler chicken products at PT Mitra Peternakan Poultry Unit Pandeglang. Based on this, this research raises the title "INFLUENCE OF PRODUCT QUALITY AND PAYMENT QUALITY ON CUSTOMER SATISFACTION THROUGH PURCHASE DECISIONS AS INTERVENING VARIABLES". Based on the research that has been carried out, the results obtained are that product quality has a positive and significant effect on customer satisfaction through purchasing decisions for broiler chicken products from PT, Mitra Poultry Farming Unit Pandeglang. This means that product quality and service quality indirectly affect customer satisfaction through the decision to purchase broiler chicken products from PT. Mitra Pandeglang Poultry Farm.
 
 
 Keywords: Product Quality, Service Quality, Customer Satisfaction, Customer Purchase Decisions

Pengaruh Product Attribute Dan Customer Trust Terhadap Customer Loyalty Melalui Customer Value Dan Customer Satisfaction Sebagai Variabel Mediasi Pada Pelanggan Indomaret Di Jakarta Barat

Indomaret plays a very important role in the retail industry in Indonesia, especially in West Jakarta, now a days many consumers choose Indomaret as their main shopping place for their daily needs and are very selective in buying a product. The purpose of this study is to determine the factors that can affect customer loyalty such as product attributes, customer value, customer satisfaction, and customer trust. This research was conducted on 155 respondents in West Jakarta who are Indomaret customers by collecting online questionnaire data conducted in July 2022. Researchers used the structural equation model (SEM) analysis method with SmartPLS software to test this research. The results obtained indicate that product attributes have a positive and significant effect on customer value, product attributes have no significant effect on customer loyalty, customer value has no significant effect on customer loyalty, customer trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer trust has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect as a partial mediation between customer trust and customer loyalty, customer value has no significant effect between product attributes and customer loyalty so it cannot mediate between these variables.

Analisis Pengaruh Atribut Produk, Kualitas Pelayanan dan Kepuasan Nasabah terhadap Loyalitas Nasabah pada PT Bank Rakyat Indonesia Tbk Kantor Cabang Samarinda 1

The researcher took the title "Analysis of the Effect of Product Attributes, Service Quality and Customer Satisfaction on Customer Loyalty at PT. Bank Rakyat Indonesia, Tbk. Samarinda Branch Office 1”, under the guidance of Mr. Dr. Sudarlan, S.E., M.T. as a supervisor I and Mr. Dr. H. Omar Dhanny, S.E., M. Kom. as Advisor II. 
 This study aims to determine the effect of product attributes, service quality and customer satisfaction on customer loyalty at BRI branch Samarinda 1. The object used in this study is one of the companies in Samarinda, namely PT. Bank Rakyat Indonesia, Tbk. Samarinda Branch Office 1, using descriptive statistical methods. The sampling method in this study was accidental sampling and the data collection method used a questionnaire measured by a Likert Scale. The analytical tools used are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, T test, F test, R test and R² test. The types of data used are primary data and secondary data. The number of research samples as many as 168 respondents. The results showed that partially Product Attributes, Service Quality, and Customer Satisfaction had a positive and significant effect on Customer Loyalty. Simultaneously Product Attributes, Service Quality, and Customer Satisfaction have a positive and significant effect on Customer Loyalty with a significance value of 0.000 < 0.05.

PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN (STUDI PADA KONSUMEN TEH GELAS DI KOTA DENPASAR)

The competition for packaged tea drinks has developed rapidly due to changes in people's lifestyles in consuming tea. This study aims to analyze the role of consumer satisfaction in mediating the effect of product quality on customer loyalty. The research location is Denpasar City with an unlimited population. The sample was determined by purposive sampling and 100 people were taken. Data was collected using a survey approach and the instrument of this research was a questionnaire which was measured using a Likert scale. Data analysis was performed using path analysis. The results showed that product quality and customer satisfaction had a positive and significant effect on customer loyalty, product quality had a positive and significant effect on consumer satisfaction. consumer goals mediate the effect of product quality on customer loyalty Teh Gelas. The implications of this research theoretically support the findings of previous studies and studies related to customer loyalty. The practical implication for the Parents Group is to maintain product quality in order to create satisfaction for consumers and ultimately lead to a sense of consumer loyalty to the product.
 Keywords: Product Quality, Customer, Customer Loyalty

Research on the Pinduoduo Product Quality Problem Analysis and Customer Satisfaction Optimization Strategy

As the most popular shopping platform, Pinduoduo has such an advantage not only by its low price but also by the comprehensiveness of its products. But the Achilles heel of Pinduoduo is that the quality of the items it sells is greatly discounted due to the price and the shop. Because of the low entry threshold of Pinduoduo’s stores has attracted many dishonest merchants causing the reputation of Pinduoduo’s software to plummet. Gradually, the low quality has become the “stereotype” of consumers. Pinduoduo wants to solve this problem and can start to consider setting the quality of goods inspector and the good reviews constantly to the merchants to give rewards and higher traffic promotion. In contrast, those with more bad reviews are to give punishment correction and less traffic. This way promotes Pinduoduo’s good quality and low price, while the company’s internal members can train slogans or recruit professionals as quality inspectors. But these strategies still have room for modification, such as the timeliness of customer feedback or the coverage rate of the quality check are the problem.

Service Quality Impact on Customer Satisfaction of Multipurpose Loan Products

This study aims to determine: How the influence of service quality on customer satisfaction at PT WOM Finance Kemayoran Branch, Central Jakarta. This research is a quantitative study. The research location is PT WOM Finance, Kemayoran Branch, Central Jakarta. The population in this study were customers of PT WOM Finance Kemayoran Branch, Central Jakarta, the sampling method was carried out by the random method, and using the Slovin 79.36 formula rounded up to 80 respondents. Based on the results of partial hypothesis testing, the T-test of the Service Quality variable obtained a T-count value of 7,297 while the statistical table (T table) was 1,665 and the significance value of the Service Quality variable was 0.000 less than 0.05. So it can be concluded that Service Quality partially has a positive and significant effect on Customer SatisfactionKeywords: Service Quality, Customer Satisfaction

Service Quality Impact on Customer Satisfaction of Multipurpose Loan Products

This study aims to determine: How the influence of service quality on customer satisfaction at PT WOM Finance Kemayoran Branch, Central Jakarta. This research is a quantitative study. The research location is PT WOM Finance, Kemayoran Branch, Central Jakarta. The population in this study were customers of PT WOM Finance Kemayoran Branch, Central Jakarta, the sampling method was carried out by the random method, and using the Slovin 79.36 formula rounded up to 80 respondents. Based on the results of partial hypothesis testing, the T-test of the Service Quality variable obtained a T-count value of 7,297 while the statistical table (T table) was 1,665 and the significance value of the Service Quality variable was 0.000 less than 0.05. So it can be concluded that Service Quality partially has a positive and significant effect on Customer SatisfactionKeywords: Service Quality, Customer Satisfaction

Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Saricotama Indonesia

Along with its development, the Coconut Mill industrial company is required to compete with other similar companies so that they can create products with the best specifications for customer satisfaction. This study aims to determine the effect of product and service quality on customer satisfaction of Saricotama Indonesia in Tanjung Batu and Batam at PT Saricotama Indonesia. Customer satisfaction is strongly influenced by the quality of service, along with its determination by product quality. This type of research used is quantitative with a population. The data collection technique was carried out by distributing questionnaires to 150 respondents/consumers to help answer questions on the distributed questionnaire. Then quantitative data analysis was carried out, namely validity and reliability tests, classical assumptions and multiple regression analysis, wherever the hypothesis was tested through t-test and F-test, using the SPSS (Statistical Product and Service Solution) version 22. The results of the study This shows that there is an influence on product quality (X), service (X), and customer satisfaction (Y). The results of the coefficient of determination test show that product quality (X1), service quality (X2) is 5.38 percent, while the remaining 4.62 percent is influenced by other variables not examined in this study.

The synergy of Lean Manufacturing methodology in the context of Industry 4.0: An integrative review

Lean Manufacturing methods are used by industries that seek to improve their competitiveness through flexibility, cost reduction, product quality improvements and customer satisfaction. Still, the level of complexity and demand in the manufacturing industry is rapidly expanding, intensifying organizational problems. Industry 4.0 systematically employs state-of-the-art technological solutions, unlike Lean Manufacturing, which is firmly based on the human factor. With a qualitative approach, this study aims to explore the synergistic aspects between Lean Manufacturing and Industry 4.0 in an integrative review. The searches were carried out in the following databases: Web of Science, Scopus, Science Direct and IEEE, totaling 552 articles, of which 19 were selected after applying the inclusion and exclusion criteria. The results show that the technologies that stood out the most in Industry 4.0 with Lean Manufacturing are the Internet of Things, Big Data and Cyber-Physical Systems, making processes faster and more efficient when integrated. A theme identified in two studies was the presence of the Lean leader, who has Lean management skills and is recognized as a critical factor for the implementation of Industry 4.0, as it requires a broad view of the organizational process and the application of Lean tools.