Customer Satisfaction Index Model Research Articles

Estimating the Willingness to Pay for Existing Domestic Drinking Water Service: Residential Customer Satisfaction Index Model

The global is not on track to achieve sustainable development goal (SDG) 6 while access to safely managed /improved drinking water services are a basic human right for wellbeing and public health of people. Customer satisfaction is one of the basic measures of the quality of drinking water service. Hence, this study was analyzed the perception of residential customers’ satisfaction of National water supply and drainage board (NWSDB) with domestic drinking water service in Karachchi divisional secretariat division of Kilinochchi district. The analyse was based on customers’ perception of ten selected satisfaction drivers, a set of structured questionnaire was administered for 150 residential customers of NWSDB using google form, however only 131 of them responded . The data was analyzed using descriptive analysis and a customer satisfaction index (CSI) model. The calculated CSI was 3.68 points on a 5 point scale, which meant that drinking water service in the study area was perceived as satisfactory by the residential customers. In addition, two-third of the customers were willing to pay for water, while one-third of them were not willing to pay based on their overall perception of the services of the NWSDB. This illustrates that the service of the NWSDB to its customers was adequate despite an improvement . To recommend, there is a positive correlation between safely managed/improved drinking water services and customers’ willingness to pay for water service. The NWSDB should undertake to improve drinking water services. Resultant, NWSDB should recover cost, provide water service to the whole district/national population to achieve the SDGS which are directly and indirectly depend on SDG6.

Have Elderly Individuals in Urban China Been Satisfied with Nursing Services during the COVID-19 Pandemic?

Based on the customer satisfaction index model, we constructed an elderly care service satisfaction model that includes 5 latent variables and 16 observed variables. To analyze the degree of satisfaction of elderly individuals in nursing homes, we used structural equation model (SEM) to test the nursing service elderly satisfaction model. With the help of AMOS 22.0 software, we analyzed the degree of model fit and the behavioral relationships between the variables that affect the path. We found that the satisfaction of Chinese urban elderly individuals in nursing homes is at a moderate level, which is lower than the quality expected by elderly individuals. The customer satisfaction index model can be applied to assess satisfaction with nursing services. Furthermore, perceived quality and value have a significant impact on satisfaction.

Modelling e-commerce customer reactions. Exploring online shopping carnivals in China

This research investigates customer reactions by exploring satisfaction(SAT), complaints(CC) and loyalty(CL) in an online shopping carnival(OSC) context in China. Expanding the American Customer Satisfaction Index(ACSI) model by including e-commerce corporate image(ECCI) next to customer expectations(CE), perceived quality(PQ), perceived value(PV), SAT was determined, while CC and CL were estimated based on SAT. For estimating CL, ECCI was added. 300 valid questionnaires were collected from Chinese shoppers with OSC experience. The research hypotheses were tested through Confirmatory Factor Analysis and Structural Equation Modelling. The results prompt five key paths influencing SAT and CL. No significant impact on and of CC was identified. ECCI significantly impacted on CC, SAT and CL. This study provides in the context of OSCs a new research perspective of customer reactions, centred on satisfaction, emphasising the role of image on expectations, satisfaction and loyalty, and incorporating customer complaints to quantify negative aspects of shopping experience in determining customer loyalty. E-commerce companies should deliver unforgettable customer experience through building a long-lasting image, offering consistent quality and delivering clearly-delineated value, as antecedents of satisfaction and loyalty. The model can be further expanded by exploring the consequences of customer loyalty on potential buying behaviour, focusing on purchasing intention and recommendations.

Use of Virtual Reality Technology in Animation Course Teaching

With the rapid development of Internet technology, in consequence of the outbreak of COVID-19, colleges and universities have postponed the start of term, in order to protect the life safety of teachers and students. However, to avoid affecting students’ academic studies, colleges and universities have taken various virtual reality technologies to implement personalized online teaching on students. However, there are still some problems in actual teaching, such as the monotonous teaching mode of animation course, which results in students’ lack of practical animation operation ability; the lectures lay too much emphasis on the textbook content and the pedagogical knowledge in animation is not updated, etc. In our study, we will combine Animation Teaching mode with the educational concept of STEAM, and designs a teaching mode oriented to students’ needs. This teaching mode include five parts: analysis of students’ needs, analysis of learning goals, selection of learning strategies, design of learning activities and design of learning evaluation. At the same time, based on the American Customer Satisfaction Index (ACSI) Model, our study will also investigate student satisfaction from four dimensions: student expectations, students’ perceived quality, students’ perceived value and student loyalty, with a view to measure the effectiveness of this teaching model. Through the teaching practice, it is found that this teaching mode can significantly promote students’ grades and motivate their enthusiasm for learning. The students’ autonomic learning and mastery of professional knowledge are significantly superior to those of traditional multimedia teaching method. The proposed teaching mode offers an objective reference for the application of virtual reality technology in teaching.

An Empirical Research on the Construction of a Government Website Public Satisfaction Index Model in China

With proliferated applications of the internet and world wide web, people are increasingly interacting with government websites. It is therefore significant to measure satisfaction on government systems from citizen's perspective. While general customer satisfaction index (CSI) models have received much attention from researchers, few studies are conducted to evaluate public satisfaction on government websites. The extent to which traditional CSI models can be extended to investigate public satisfaction on government websites remains unclear. On analysis of CSI, technology acceptance model (TAM), and task-technology fit (TTF) model, this study constructs a government website public satisfaction index (GWPSI) model and provides an empirical study by adapting GWPSI model in the context of G2C e-government. Structural equation modeling (SEM) is applied to data collection and processing with questionnaires collected from users of the government website of Guangdong Province in China. The findings provide several important implications for e-government research and practice.

FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value.
 
 JEL: M31, Z33
 
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医药电子商务的服务质量对顾客满意度的影响 -感知价值的中介效应-

As of January 2021, the number of Internet users worldwide reached 4.66 billion, with a penetration rate of 59.5 percent. The COVID-19 pandemic is driving consumers to the Internet for shopping. 77％ of the world’s Internet users shop online every month. In order to reduce the risk of cross-infection in public places, purchasing drugs through the Internet has also become a safer and more convenient way to obtain drugs. 72% of American adults buy medicines online, more than 90% of pharmacies owned by the European Pharmacists Association order medicines online, and one in five medicines in Switzerland are sold over the Internet. Although China’s pharmaceutical e-commerce industry started late, it has developed rapidly. 60.3% of the residents said they had used e-commerce platforms to buy medicine in the past year, and the frequency of buying medicine reached 5.8 times per person per year. During the special period of COVID-19, consumers became more and more accepting of online drug purchase. Therefore, it is helpful to guide the development direction of the industry to grasp the satisfaction degree of consumers on the quality of medical e-commerce service. The influence of medical e-commerce service quality on customer satisfaction was analyzed from five dimensions of medical e-commerce service reliability, response service enthusiasm, website service security, product service economy and logistics service quickness. At the same time, it also studies the mediating effect of consumer perceived value on service quality and satisfaction of e-commerce. Based on the American Customer Satisfaction Index (ACSI) model, this study extracted the relationship among service quality, perceived value and Customer Satisfaction in the model, combined with the SERVQUAL conceptual model of service quality. Based on the existing research results, set up a questionnaire and conduct investigation and analysis. Factor analysis, correlation analysis, regression analysis and mediating effect test were used to study the data through SPSS 26. It is concluded that perceived value has a mediating effect on the effect of service quality of pharmaceutical e-commerce on customer satisfaction: service reliability of e-commerce, enthusiasm of response service, website service security, economy of product and service, and speed of logistics service. Through the research shows that medical e-commerce should strengthen the platform brand construction; In the pharmaceutical retail market to try to reduce drug prices; And should speed up the development of network technology; To ensure the security and stability of network services; Improve the intelligent level of logistics service to improve the efficiency of distribution. Emphasis should be placed on improving the professionalism and affinity of medical e-commerce service personnel to increase consumer trust. We will promote the steady and healthy development of the pharmaceutical e-commerce industry.

Developing a New Model for Understanding Teacher Satisfaction With Online Learning

Teacher online learning is an important way to solve teacher shortage and improve teachers’ professional development. However, previous research works that focused on teacher-as-learner satisfaction with online learning were not enough. The aim of this study is to investigate factors that influence teacher satisfaction with online learning. The potential relation and whether there are differences in gender and teaching year among the factors were also studied. The Teacher Satisfaction Index (TSI) model is newly proposed based on the American Customer Satisfaction Index (ACSI) model. A questionnaire survey was administered to 108 middle school teachers from four cities in China. Structure equation modeling was used to corroborate the initial model hypotheses regarding the relationship between variables (teacher satisfaction, teacher perceived quality, teacher expectation, teacher loyalty, and teacher complaint). A t-test and analysis of variance were conducted to investigate whether gender and teaching year were related to teacher satisfaction with online learning. Three main findings emerged. First, perceived quality predicted by teacher expectation significantly influenced teacher satisfaction with online learning. Also, teacher satisfaction significantly affected complaints and loyalty. Second, gender had no effect on the five variables. Third, teaching year played a significant role in teacher expectation. This study provides empirical evidence on what factors affect teacher satisfaction with online learning, gives insight into the development of the teacher online learning system, and suggests designer and administrator strategies for the platform content design and management.

How to Improve the Public Trust of the Intelligent Aging Community: An Empirical Study Based on the ACSI Model

In order to enhance social trust in intelligent aging services, the formation mechanism of public trust in the intelligent aging community was studied. Based on the classic American Customer Satisfaction Index (ACSI) model, this paper establishes the public trust formation model of the intelligent aging community by proposing relevant assumptions. Using 306 questionnaires from China’s intelligent aging care model community as the original data, the model is empirically tested through structural equation modeling. The empirical results show that: firstly, the public satisfaction with the intelligent aging community directly determines the formation of public trust, and the key to improving public trust in the intelligent aging community is to improve customer satisfaction. Secondly, perceived quality, perceived ease of use, perceived risk, and perceived cost economical directly affect public satisfaction and indirectly affect the formation process of public trust in the intelligent aging community. Public satisfaction serves as a complete intermediary in this process.

A Study on the Factors Influencing the Satisfaction of College Users on Logistics Services under the Structural Equation Model: Example of Jingdong Logistics in China

In this paper, the structural equation model is used to investigate the factors that affect the satisfaction of college students with Jingdong (JD) logistics. Based on the Swedish customer satisfaction index (SCSI) model and the American customer satisfaction index (ACSI) model, combined with their own actual needs, the model of college students’ satisfaction with JD Logistics is redefined. In this way, the scale indicators of the questionnaire survey are set. Combined with the research and empirical analysis of relevant literature, the initial model hypothesis was constructed, and six path hypotheses were proposed. The reliability and validity analysis confirmed that the questionnaire scale had high reliability and structural validity, and the structural equation model is also carried out. The fitting degree test confirmed that the structural equation hypothesis model has a high degree of fit, and verified the hypothesis established in the article, and finally put forward some countermeasures and suggestions for improving the service system of JD Logistics.

Study of the public service satisfaction degree in China city

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

Evaluating the impact mechanism of citizen participation on citizen satisfaction in a smart city

Citizen satisfaction is an important issue for global city managers in the construction of a smart city. To date, little research has been done on the effect of citizen participation on citizen satisfaction in a smart city. From the perspective of citizen involvement and based on the theory of involvement and American Customer Satisfaction Index model, this study explores the impact mechanism of citizen participation on citizen satisfaction in a smart city and constructs a theoretical model of citizen satisfaction. The data were collected in Qingdao, which is a smart city in China. The analysis shows that citizen involvement has a significant positive influence on citizen participation both cognitively and affectively. Furthermore, citizen participation produces a direct and significant positive impact on citizen satisfaction. Last, citizen participation can also have a significant positive influence on citizen satisfaction through perceived quality and perceived value. The main contribution of this study focuses on the construction of the impact mechanism model. Based on this model, researchers and city managers can understand the entire reaction process of the citizen ranging from subjective judgement to practical actions and then actual experiences in the construction of a smart city.

The configurational influence mechanism of film consumption experience on customer satisfaction

AbstractTo ensure the quality of consumers' experience and realize the maximization of economic benefits in the short term, customer satisfaction has become increasingly significant in the film industry. This study clarifies the configurational influence mechanism between consumer expectation, brand image, and five experiential values toward film consumer satisfaction. With this aim, text data were mined and a new configurational customer satisfaction index model was constructed that integrates experiential value theory based on the European Consumer Satisfaction Index model. Additionally, fuzzy‐set qualitative comparative analysis is employed to explore the influence mechanism of film consumer satisfaction from the perspective of configuration. The five configurations produced correspond to five equivalent paths, which can be further divided into four types to explain the influence mechanism of film consumer satisfaction. Regarding the antecedent conditions, the intrinsic value of a film, followed by the extrinsic value are the key factors affecting satisfaction. This study changes the passive survey questionnaire output form to active input of comment mining. Additionally, it abandons the traditional regression perspective for research; a new configurational perspective is used to explore the complexity of antecedent conditions and the equivalence of consequence of film consumer satisfaction.

An Empirical Study on the Exploration of Factors Influencing Customer Satisfaction in Logistics Distribution Service

In order to solve the problem of lacking quantitative description method for customer satisfaction of logistics distribution service, based on the China Customer Satisfaction Index model, the three core influencing factors named perceived service quality, expected service quality and brand image were respectively set up with second-level measurement indicators, to explore its impact on customer satisfaction and loyalty, and then construct a customer satisfaction evaluation model for logistics distribution service. The second-order structural equation model is used to analyze the quantitative relationship among the influencing factors, between satisfaction and loyalty, and the effect of each influencing factor on the customer satisfaction of logistics distribution service. Finally, the model is applied to the case analysis of residents in the main urban area of Chongqing. The results show that the perceived service quality (0.63***) and perceived service cost (-0.40***) have the most significant impact on the customer satisfaction of logistics distribution service. Customer satisfaction plays a decisive role in customer loyalty (0.78***).

Prediction: Coveted, Yet Forsaken? Introducing a Cross‐Validated Predictive Ability Test in Partial Least Squares Path Modeling

ABSTRACTManagement researchers often develop theories and policies that are forward‐looking. The prospective outlook of predictive modeling, where a model predicts unseen or new data, can complement the retrospective nature of causal‐explanatory modeling that dominates the field. Partial least squares (PLS) path modeling is an excellent tool for building theories that offer both explanation and prediction. A limitation of PLS, however, is the lack of a statistical test to assess whether a proposed or alternative theoretical model offers significantly better out‐of‐sample predictive power than a benchmark or an established model. Such an assessment of predictive power is essential for theory development and validation, and for selecting a model on which to base managerial and policy decisions. We introduce the cross‐validated predictive ability test (CVPAT) to conduct a pairwise comparison of predictive power of competing models, and substantiate its performance via multiple Monte Carlo studies. We propose a stepwise predictive model comparison procedure to guide researchers, and demonstrate CVPAT's practical utility using the well‐known American Customer Satisfaction Index (ACSI) model.

Development of conceptual framework for Internet Banking Customer Satisfaction Index (IBCSI)

Previous researchers have extensively studied the application of customer satisfaction index (CSI) models. The American customer satisfaction index (ACSI) was one of early customer satisfaction scale launched in the early 1990s. After the success of ACSI, various researchers came up with country-specific CSI. However, there are hardly any industry-specific CSI. This paper attempts to review the various CSI models and build a conceptual framework for internet banking customer satisfaction index (IBCSI). The IBCSI, a new index proposed for the banking industry, would measure CSI for internet banking customers. This study is pertinent due to the exponential growth in e-banking. The study also highlights the emerging areas of research in internet banking domain.

Optimisation of customer satisfaction index model for business hall of operator

Business hall plays an important role in telecom operator's service. Modelling the customer satisfaction of the service provided by business hall is of help for telecom operators to improve their service quality. Traditional customer satisfaction models are too abstract and general, which makes the satisfaction analysis not precise enough to model the satisfaction index of a specific service. This paper focuses on modelling customer satisfaction of service provided by the business hall. An optimisation process on traditional TCSI model was conducted based on the data acquired from questionnaire survey. Based on the optimised model, suggestions about designing business hall at current time are proposed.

Optimisation of customer satisfaction index model for business hall of operator

Optimisation of customer satisfaction index model for business hall of operator

Research on customer purchase behaviors in online take-out platforms based on semantic fuzziness and deep web crawler

Logistics service as an important key link between online take-out platform and offline users. Its quality directly affects customer service perception and experience, but also lead to the heart of the willingness of consumers to re-use. So a framework constructed for understanding logistics service quality on consumers’ behavioral psychology is focused on, suitable service encounter points (function encounter, the distributor encounter, service results encounter, word-of-mouth encounter have been identified from the literature and the connotation of service encounter in logistics service. In view of the limitations of traditional statistical analysis methods in dealing with Likert scale data and the fuzziness of scale evaluation grade, a combination of statistical analysis and fuzzy comprehensive evaluation is used to analyze the scale. Then combined with the logical connection between perceived value, customer satisfaction and behavioral psychology in the classic American Customer Satisfaction Index Model model, emotional attachment of platform as the adjustment variable. The findings indicate that the four encounter points of online take-out logistics service are positively related to customer purchase satisfaction and perceived value. Additionally, the most significant impact on the perceived value is the functional encounter and the distributor encounter, and the most significant impact on the customer satisfaction is the service results encounter and word-of-mouth encounter; platform emotional attachment positively regulates the positive correlation between perceived value/customer satisfaction and behavioral psychology. So this research extends the theory of service encounter to online delivery logistics service quality evaluation, which is a further expansion of the connotation of service encounter and provides the platform with suggestions to pay attention to the flaw of logistics service and improve service.

Different Effects of Contractual Form on Public Transport Satisfaction: Evidence from Large- and Medium-Sized Cities in China

This paper discusses and explores the different effects of contractual forms on the satisfaction with public transport (PT) at different urban scales. Using public transport systems in 12cities in China as the focus (four large-I-sized cities, four large-II-sized cities, and four medium-sized cities), a measurement model of the passenger satisfaction index (PSI) is constructed and estimated on the basic of the adjusted European Customer Satisfaction Index (ECSI) and Partial least square-structural equation model (PLS-SEM), respectively. Then, a two-stage truncation regression bootstrap model is proposed to assess the different effects between them. The major findings of this study are summarized as follows: (1) different effects of contractual forms on PT satisfaction in large- and medium-sized cities are confirmed. (2) In large-I-sized cities and lager II sized cities, operators supervised by management contracts incite higher PT satisfaction levels than those supervised by gross and net cost contracts. (3) In medium-sized cities, operators supervised by gross cost contracts provide incentives to be the satisfaction compared to those of management and net cost contracts. According to different urban scales, different and appropriate contractual forms and supervision mechanisms should be chosen to regulate public transport services.