Service Customer Satisfaction Research Articles

The impact of Covid-19 on how core and peripheral service satisfaction impacts customer satisfaction

The COVID-19 pandemic has done significant economic damage to the service industry and has also led to changes in how satisfaction with core and peripheral services impact overall customer satisfaction in services. In our study of 110,388 reviews of 145 major airlines from 2019 to 2022, we demonstrate how pre-pandemic, both core service satisfaction and peripheral service satisfaction impact overall customer satisfaction. However, we also observe that during the pandemic, the positive effect of peripheral service satisfaction on overall customer satisfaction is strengthened while the positive effect of core service satisfaction on overall customer satisfaction is weakened. Interestingly, these effects continue post-pandemic. Our results provide key theoretical and managerial implications.

The Succesful Reasons on Pang Dong Lai Supermarket

The essay uses Pang Dong Lai Supermarket in Henan Province as an example. First, it describes the basic circumstances of Pang Dong Lai Company. In a competitive market environment, Pang Dong Lai Supermarket continues to develop its business scale and market share by opening more branches in Henan Province and vigorously marching into surrounding provinces and cities. By constantly expanding its business scale, the supermarket is able to better meet consumer demand and improve its market competitiveness. In addition, the effect of service quality and after-sales service on the success of Chinese supermarket chains was investigated in terms of customer happiness, loyalty programs, and retail dynamics. According to the investigation, strong service quality and after-sales service are critical to supermarket performance and can help Pang Dong Lai Supermarket solve its challenges. Furthermore, the article underlines how employee wellbeing affects a company's ability to innovate, as well as the importance of customer service and employee satisfaction in economic success. Overall, service quality and after-sales support have a substantial impact on grocery companies' performance. To operate in a competitive market, supermarket chains must prioritize consumer requirements, enhance staff welfare, establish a positive brand image, and innovate to react to market changes.

Design and Development of Automated Control of Restaurant Robot

This paper presents a novel voice-controlled restaurant robot system designed to revolutionize the dining experience by seamlessly integrating advanced robotics and natural language processing technologies. The proposed system aims to enhance customer service, operational efficiency, and overall dining satisfaction by providing a user-friendly and interactive platform. .The restaurant robot is equipped with a comprehensive set of capabilities, including, voice recognition and manipulation. By leveraging voice control, users can interact with the robot using natural language commands, enabling seamless communication and intuitive control. This allows customers to effortlessly place orders The system's is comprises a mobile robotic platform, bluetooth modules, a cloud-based natural language processing, The voice control functionality is implemented through a sophisticated speech recognition system, enabling the robot to accurately understand and interpret user commands. .In addition to customer-facing interactions, the restaurant robot also assists restaurant staff in various tasks. Deliver food and beverages to tables, handle payment transactions, and perform routine cleaning tasks. By automating these processes, the system improves operational efficiency, reduces labor costs, and allows human staff to focus on highervalue activities such as customer engagement and culinary expertise. .To evaluate the performance and usability of the voice-controlled restaurant robot, a series of experiments were conducted in a real-world restaurant environment. The results demonstrated the system's high recognition accuracy, robustness in noisy environments, and its ability to effectively handle a wide range of user requests. .The proposed voice-controlled restaurant robot presents a promising solution for transforming the dining experience. It combines the convenience of voice control with advanced robotics, enabling seamless and interactive interactions between customers, staff, and the robotic platform. The system's ability to enhance customer service, operational efficiency, and overall dining satisfaction positions it as a significant advancement in the hospitality industry.

HUBUNGAN PELAYANAN KONSUMEN DAN FASILITAS PERUSAHAAN TERHADAP KEPUASAN KONSUMEN PADA PT. AVANT GUARD INDONESIA RINOVIAN RAIS

The Purpose of this study was to determine the effect of customer service and company facilities on customer satisfaction at PT Avant Guard Indonesia and to determine the variables that have a greater influence between customer services and company facilities on customer satisfaction at PT Avant Guard Indonesia. Based on testing with Chi square (X²), it is found that there is a significant relationship between customer service and customer satisfaction, or the better the service provided, the better customer satisfiction, For the relationship between company facilities and customer satisfiction, it is found that there is a significant relationship between company facilities and customer satisfaction, or the better the company facilities provided, the better customer satisfaction. From the calculation, it is also known that service has a greater influence, so that that the second Hypothesis can be accepted.

Effects of Information Communication Technology and Customer Service on Customers’ Satisfaction: A Study of the Courier and Parcel Industry in Nigeria

The study investigates the effects of information communication technology and customer service on customers’ satisfaction in the courier and parcel industry in Nigeria. Correlation design was used to investigate the relationship between the independent variables ICT and customer service and the dependent variable customer satisfaction. Questionnaire was administered conveniently to sample 220 customers of the courier and parcel industry in Nigeria, and data analysis carried out using SPSS version 21. The study revealed a significant relationship between ICT and customer satisfaction in the courier and parcel industry in Nigeria. Also, the study found a positive relationship between customer service and customer satisfaction in the courier and parcel industry of Nigeria. Practical implication for service managers and direction for future studies are presented.

Adopting Technological Innovations in the Air Cargo Logistics Industry in South Africa

Background: The air cargo logistics industry has been deemed reluctant to adopt new technologies for their business operations. So, this study aims to examine the adoption of technological innovations in the air cargo logistics industry in South Africa. The specific objective is to emphasise the effects of technologies on air cargo logistics operations to address the reluctance to adopt technological innovations in the industry. Methods: A questionnaire survey was conducted randomly on three hundred and seventy-three (373) cargo agents at the OR Tambo International Airport. The data were subjected to a nonparametric test with Kruskal–Wallis, exploratory factor analysis and regression analysis to explore the effects of technologies for prompt adoption and implementation of emerging innovations that enhance quality service delivery. Results: The study found that promptly adopting emerging technological innovations in the air cargo logistics industry promotes efficient operations, improves warehousing, and enhances cargo delivery services for customer satisfaction. Also, the study established that technologically driven operations and warehousing are significant determinants of quality service delivery in the air cargo logistics industry. Conclusions: This study encourages the prompt adoption and implementation of technological innovations for improved quality service delivery, customer satisfaction, and loyalty in the air cargo logistics industry.

Analysis of Sharia Kalsel Bank Service Quality in Banjarmasin City Using the Importance Performance Analysis Method

Purpose: The purpose of this research is to discover how the service satisfaction level of Sharia Kalsel Bank in Banjarmasin City is being improved using the use of importance-performance analysis.Design/Method/Approach: This study is a field study with a quantitative descriptive approach. Purposive sampling is a non-probability sampling technique that involves taking samples based as being a customer of Sharia Kalsel Bank for at least one year, with a sample of 100 respondents.Findings: This study show that the service quality of Sharia Kalsel Bank in Banjarmasin City does not meet the criteria for excellent or best service because there is a gap between the average value of performance level and the average value of interest/importance level. The following service factors are identified as needing to be improved on a priority basis using the Cartesian diagram: 4 (Provide service within the estimated time), 7 (Fast service), 14 (Employees give individual (personal) attention to customers regardless of social status), 15 (Full attention of employees to give service for customer), 16 (Prioritize customers need), and 17 (Employees who understand customer needs), 23 (Contracts used in accordance with Al-Quran Hadith, and DSN Fatwas).Originality/Values: The results of measuring the level of customer service satisfaction and the proposed priority actions that can be taken to improve the quality of service at Bank Kalsel Syariah Banjarmasin City.

Relationship between BCA TBK KCP Tidar Surabaya Customer Service Communication Style and Customer Service Satisfaction

This research is a study that examines the influence of the communication style of BCA customer service Tidar sub-branch offices on the level of customer satisfaction. research uses quantitative methods, quantitative methods are defined as research methods used to examine certain populations or samples, data collection uses research instruments, data analysis is quantitative statistics, with the aim of testing the hypotheses that have been set. This study collected data by filling out the Google form technique. In providing satisfaction to BCA customers, customer service is the spearhead in serving customer complaints. Communication between customer service and customers is one of the important factors that can influence a customer's assessment of BCA. Interpersonal communication is one of the customer service efforts to achieve customer satisfaction. The results of this study indicate that there is a relationship between the two variables which is considered very strong, the conclusion is based on the correlation table used as an indicator of the strength and weakness between the two variables. It can also be concluded that the hypothesis is accepted, namely that there is a significant influence of the communication style of BCA Tbk customer service at the Tidar Surabaya Sub-Branch Office on the level of customer service satisfaction.

Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service

As chatbots gain widespread adoption in online customer service, optimizing their inherent value and enhancing customer satisfaction emerges as an indispensable concern necessitating attention. Therefore, this study focuses on the effect of chatbot-expressed humor on customer service satisfaction from the perspective of emotional expression and constructs three mediating pathways (cognitive, emotional, and social). The results of two online and one laboratory-based experiment show that chatbot-expressed humor can significantly enhance customer service satisfaction. The impact of humor on service satisfaction was mediated by competence, entertainment, and social presence. Moreover, identity disclosure exerts a negative moderating influence on the association between chatbot-expressed humor and both service satisfaction and competence. Through this study, we hope to provide ideas for online service providers to adopt AI strategies and for product designers to improve the design of chatbots.

A Comparative Analysis of Individualism and Collectivism Effects on Customer Satisfaction in the Retail Sector: Examining Asian and Western Cultures

Customer satisfaction is the result of a customer's assessment of how well a service has performed, stemming from the differences between their initial expectations and the actual service they have encountered. While various elements play a role in shaping customer satisfaction, numerous factors come into play. This study focuses on exploring cultural differences, considering the multicultural environment of Malaysia. This is particularly intriguing since businesses in Malaysia cater to both local and international customers from Asian and Western regions. The objective of this study is to examine the correlation between individualism and collectivism about customer service satisfaction, with a specific focus on the retail sector involving multinational brands and diverse customers. The utilization of Geert Hofstede's Dimension theory is justified as it is a widely recognized framework for cultural differences research. A quantitative methodology was employed, surveying 103 participants, with 51.5% originating from Asian cultures and 48.5% from Western cultures. The findings demonstrate that while both individualism and collectivism significantly influence customer service satisfaction in the retail sector, collectivism plays a more significant role in determining overall satisfaction levels. To enhance the understanding of this topic, it is suggested that future studies expand beyond the Klang Valley area and explore additional explanatory variables that consider the impact of cultural differences on customer satisfaction.

Kepuasan Konsumen Pada Usaha Cafe Encasa Di Kelurahan Malalayang Satu Timur Kota Manado

This study aims to determine customer service satisfaction at the Encasa Café business in Malalayang Satu Timur Village, Malalayang District, Manado City. The research was conducted for 2 months from June to July 2023. The research place was held at Café Encasa which is located at Jalan Krida, Malalayang Satu Timur Village, Malalayang District, Manado City. The data collected in this study were obtained through primary data and secondary data. The sample was determined using accidental sampling technique as many as 30 respondents. The data analysis method used is descriptive data analysis, using Likert Scale measurements. Based on the results of the study, it can be concluded that customer satisfaction at Café Encasa in Malalayang Satu Timur Village, Manado City is 72.8% or consumers are in the satisfied category. The highest category in the catchability variable with a value of 80.9% with a very satisfied category, for the lowest category with a value of 66.2% with a satisfied category is in the reliability variable.

Study of Customer Service Satisfaction Survey and Influencing Factors in Hospital Health Management Centers

To provide a basis for improving service quality by conducting a satisfaction survey on medical checkups. Methods 160 examinees were randomly selected from the health management center of a general hospital in Baise, Guangxi, China, in May-June 2023, and the survey was conducted by distributing questionnaires (paper questionnaires and electronic questionnaires). Results 153 questionnaires were validly recovered, with a questionnaire recovery rate of 99.5%; 44.4% were male, 55.6% were female, The age group of 18-30 accounted for 49.02%, and those with a college degree or above accounted for 77.13%. The satisfaction with the physical examination environment of the health management center, the professional level of medical staff, center guidance signs, physical examination equipment, follow-up services, and appointment services has reached more than 94%. Among them, the three items of physical examination equipment, guiding signs and physical examination environment have the lowest customer satisfaction. Customers think that the waiting time for medical examination appointment is long accounting for 41.83%, and the total waiting time for medical examination is 1-2 hours accounting for 52.29%. Conclusion It is found that the hospital has problems such as poor experience of physical examination equipment, vague physical examination guidance signs, too noisy physical examination environment, and long waiting time for physical examination in the physical examination center. In response to these problems, suggestions were made to create a good physical examination environment, optimize the physical examination procedure to increase the service window, and carry out humanistic personalized and detailed services.

SISTEM INFORMASI AKUNTANSI MANAJEMEN KEUANGAN BERBASIS MULTI USER PADA KOPERASI AROFAH KENDAL

Currently, the majority of the Arofah Kendal Cooperative in financial management is still in the form of files, causing accumulation, damage, difficulty finding and even loss of financial data which has resulted in the Arofah Kendal Cooperative experiencing difficulties in presenting reports. The Arofah Kendal Cooperative always experiences an increase in transactions for the number of deposits and loans. The customer financial service system is centralized on one computer, so services must take turns, which takes a long time and is less effective. Implementing a Multi-User-Based Financial Management Accounting Information System, the Arofah Kendal Cooperative is able to overcome problems related to processing, financial filing and reporting. With a multi-user application, the database of the Arofah Kendal Cooperative is connected to each other to make it easier for each user to access the system according to authority simultaneously for data collection, financial transactions that can present up to date financial information according to the needs of cooperative management which provides effectiveness and efficiency in financial management, improves employee performance and maximizing customer service satisfaction for the Arofah Kendal Cooperative.

Evaluation and Analysis of the Impact of Customer Satisfaction of After-sales Service of Medical Equipment on Financial Performance-Taking a Medical Equipment Company as an Example

Abstract Taiwan's high-end medical equipment industry has been updated rapidly, especially the emphasis that medical institutions place on medical quality is reflected in the consumer demand market. In order to improve performance, in addition to promoting new equipment products, equipment manufacturers must pay more attention to customer feelings and sales satisfaction. This study aims at medical professional customers' satisfaction with the after-sales service customer service of medical equipment companies, using questionnaire surveys, and Use statistical analysis to detect the correlation and influence among variables, and make internal adjustments and service upgrades for the more influential variable groups to focus on projects, improve the overall after-sales service satisfaction, and then drive the growth of the company's performance and performance. According to the research results, the service items valued by the customer group can be significantly affected by the five dimensions in the conceptual model of service quality (PZB, 1988): 1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangible, so medical equipment manufacturers should continue to maintain good technical service quality, in order to improve customer satisfaction and loyalty. These results can be used as a reference for enhancing the internal core value of the enterprise and planning marketing strategies. Keywords: Medical equipment, Service quality conceptualization model, After-sales service customer satisfaction.

Pelaksanaan Kode Etik Pustakawan Untuk Memaksimalkan Kualitas Layanan Perpustakaan SMP Negeri 1 Sumberrejo

ABSTRACTThe librarian's code of ethics is the key to customer service satisfaction. Professional librarians must have high integrity with the ability and expertise of their field and have a personality by the values of the professional code of ethics. Purpose Research. This study aimed to determine the application of the librarian's code ethics in the library of SMP Negeri 1 Sumberrejo in serving the users and explain what obstacles were experienced by librarians in implementing the librarian's code ethics. Methods. The qualitative approach is the method used in this research. Data collection techniques using interviews, observation, and documentation. Two informants were interviewed, namely the head of the library and the librarian. Result. The result of this research is that application of the librarian's code ethics in the SMP Negeri 1 Sumberrejo is still not optimal. The librarian's response is not good when communicating with the users in providing services, and the librarian is not firm when library facilities are misused. Conclusion. Librarians still face obstacles from internal factors, and librarians do not understand the librarian's code of ethics and the varying level of librarian education. External factors are the lack of socialization regarding the librarian's code of ethics and the lack of strict sanctions violating the code of ethics. Keywords: Code of Ethics; Librarian; School Library

CONCEPT OF CUSTOMER SERVICE IN THE LOGISTICS INDUSTRY: ADVANTAGES, PROBLEMS AND SOLUTIONS

An important concept in the operation of logistics transport systems is logistics customer service. This concept is based on the overall scope of the supply chain. Traditionally, it has been difficult for supply chain components to define their role in the overall customer service provided to end users. However, there is a growing trend towards greater awareness of their role not only in relation to trading partners but also to the end customer. The logistics industry is responsible for the transportation and storage of goods. Improving customer service in the logistics industry can have many benefits. Better customer service can lead to higher levels of satisfaction, repeat business and recommendations. It can also lead to increased efficiency and lower costs. A well-run logistics operation depends on satisfied customers. When customers are satisfied with the service, they are more likely to use the same company again and recommend it to others. Improving customer service can also lead to increased efficiency and lower costs. By optimizing service operations, logistics companies can increase profitability by providing excellent service. Logistics customer service is an important part of the logistics industry. Customers entrust their shipments to a logistics service and expect to receive excellent service. Quality customer service is seen as a way to create loyal customers and keep them coming back, so this issue is relevant for logistics business. The article defines the process of customer service in logistics, describes the stages of logistics service. The importance of improving customer service in the field of logistics is analyzed and tips for its improvement are given. Problems in logistics customer service are identified and ways to determine customer service satisfaction are proposed. The benefits of improving customer service and ways to create a positive customer experience are described. Customer service is extremely important in the world of logistics because of the highly synchronized and detailed planning and execution that is required to operate on a global scale. Improving customer service in the logistics industry can have many benefits. There are many reasons to focus on customer service, from increasing customer satisfaction to reducing costs. By following the developed tips, it is possible to improve the quality of service in the logistics business and ensure the company's competitiveness.

An Inventory Model with Advertisement- and Customer-Relationship-Management-Sensitive Demand for a Product’s Life Cycle

Advertisements play an important role in communicating with target customers. A higher advertisement frequency increases costs but may increase the chances of acquiring new customers. Moreover, faced with a wide-ranging array of products that might fit specific needs, customers usually buy according to expectations about value and satisfaction. When customers are satisfied with a purchasing experience, they are more likely to buy again and share their experiences with others. Hence, companies are concerned about increasing customer value and service satisfaction to develop and manage customer relationships. This maintains a company’s competitive edge and can improve its market share. In this article, we incorporate the frequency of advertisements and the cost of customer relationship management (CRM) into the demand function under a product life cycle (PLC). Customers can return products in the appreciation period offered by a retailer. A profit-maximizing model is developed to analyze the joint marketing and ordering policy of each stage of a product’s life cycle with a product return guarantee. We construct an algorithm to identify the optimal decisions. Finally, numerical examples are presented to illustrate the proposed model, and managerial insights are obtained from a sensitivity analysis, followed by conclusions and future research.

How The TQM Journal has addressed “quality”: a literature review using bibliometric analysis

PurposeThis study investigates the overall publications of The TQM Journal since its inception with an aim to identify the trending topics and emerging trends.Design/methodology/approachThe quantitative bibliometric and social network analysis techniques composed of keywords, co-occurrence network and keyword cluster detection are employed to conduct the investigation. A total of 968 papers published in The TQM Journal till August 2022 were sourced from the SCOPUS database to conduct the analysis.FindingsThe research identifies five themes from the published articles namely, customer service experience and satisfaction; quality management and organizational performance; quality measurement tools and models; quality and sustainable development; and quality and competitive advantage. The study also identifies the most significant articles, authors and countries published in the journal and shows that Industry 4.0 is the trending topic and quality 4.0 the new emerging trend in the journal.Research limitations/implicationsThe analysis is carried out only for papers published in The TQM Journal till August 2022; those after this month are not included in the analysis. The outcome of this study is dynamic in nature and subject to change over time as more papers, citations and collaborations are added to the list.Originality/valueThis is the first article of its kind to explore The TQM Journal publications with an aim to identify trending and emerging topics and also the most valuable authors based on the number of publications and citations through the bibliometric analysis.

The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store

Retailers have treated the buy-online-and-return-in-store (BORS) policy as an important initiative to reduce return losses and provide a better customer experience. Studies on BORS policy have primarily focused on the retailer's strategic value, but not on how such a seamlessly integrated omnichannel operation affects customer behavior. Using Chinese customer data and the structural equation model (SEM), we investigate how BORS channel integration impacts customer behavioral intentions, with the consideration of the mediating effect of customer satisfaction and the moderating effect of offline store characteristics. Based on the stimulus-organism-response framework, our research found that two dimensions of BORS channel integration (integrated return fulfillment and integrated customer service) positively impact customer satisfaction and subsequently impact behavioral intentions in different channels. Furthermore, offline store convenience moderates the relationship between integrated customer service and customer satisfaction. Product variety in the offline store moderates the relationship between customer satisfaction and offline behavioral intentions, while it is not statistically significant in the relationship between customer satisfaction and online behavioral intentions. Compared to the younger group, the older group who is satisfied with BORS service is more likely to purchase offline. These findings generate important theoretical and practical implications for omnichannel return operations.

PELAYANAN DENGAN KEPUASAN KONSUMEN PADA TOKO OBAT ANDIKA FARMA BENGKULU

The purpose of this study was to determine the relationship of service with customer satisfaction at the drug store Andika Farma Bengkulu. The method used is the analyst Spearman rank correlation and testing the accuracy of data by t test. Spearman rank test results of 0.831. This suggests that there is a very strong correlation between customer satisfaction in service with the purchase of medicines in drugstores Andika Farma Bengkulu. With the service is friendly, courteous and quick from the drug store employee Andie Farma Bengkulu, then consumers will feel very happy and satisfied with the service, so that consumers will come again to make purchases of drugs at the drug store Andika Farma Bengkulu. Results of hypothesis testing tcount greater than the value ttable (9.209> 1.686) means that the service has a positive and significant relationship with customer satisfaction at the drug store Andika Farma Bengkulu. It is explained that there is a close relationship between services with customer satisfaction, if the services provided by employees Andika Farma drugstore Bengkulu then the consumer will feel satisfied and happy shopping at drug stores Andika Farma Bengkulu