Level Of Customer Satisfaction Research Articles

A Stacking Ensemble Based on Lexicon and Machine Learning Methods for the Sentiment Analysis of Tweets

Sentiment is employed in various fields, such as collecting web-based opinions for the formulation of governmental policies, measuring employee and customer satisfaction levels in business organizations, and measuring the sentiment of the public in political and security matters. The field has recently faced new challenges since algorithms must operate with highly unstructured sentiment data from social media. In this study, the authors present a new stacking ensemble method that combines the lexicon-based approach with machine learning algorithms to improve the sentiment analysis of tweets. Due to the complexity of the text with very ill-defined syntactic and grammatical patterns, using lexicon-based techniques to extract sentiment from the content is proposed. On the same note, the contextual and nuanced aspects of sentiment are inferred through machine learning algorithms. A sophisticated bat algorithm that uses an Elman network as a meta-classifier is then employed to classify the extracted features accurately. Substantial evidence from three datasets that are readily available for public analysis re-affirms the improvements this innovative approach brings to sentiment classification.

Customer Satisfaction Towards Food Delivery Services in Selangor

This study explores the key factors influencing customer satisfaction with food delivery services at UiTM Puncak Alam, Selangor. Despite the rising demand for food delivery services, issues surrounding the quality and accuracy of delivered food remain significant challenges. This study seeks to address these concerns by identifying and analyzing the determinants that shape customer satisfaction with food delivery services in Malaysia, specifically in Puncak Alam. We adopted a quantitative research approach to gain comprehensive insights into these issues. We collected data using judgment sampling, a non-probability sampling technique and used the Statistical Package for Social Sciences (SPSS) to analyze the responses through descriptive statistics and correlational analysis. The study involved a structured survey of 357 respondents, investigating the impact of three key variables—food quality, app ease of use, and food packaging—on customer satisfaction. The findings provide important implications for businesses and institutions looking to enhance the quality of food delivery services and elevate customer satisfaction levels. By identifying these critical factors, the research offers valuable insights that can help food service providers, policymakers, and industry stakeholders refine their strategies. These insights will not only improve the customer experience but also encourage broader adoption of food delivery services within the Malaysian population. Ultimately, the study’s conclusions hold significance for enhancing service quality and fostering customer loyalty in the increasingly competitive food delivery industry.

Assessing the impact of consumption values on satisfaction and usage intentions of millet-based food products

PurposeThe purpose of this study is to assess the impact of consumption values on customer satisfaction and intention to consume millet-based foods. This study examines both tangible and intangible values of the millet-based food to the customer.Design/methodology/approachBased on consumption value theory (CVT), the present study evaluates the impact of consumption value factors such as emotional, epistemic, health, price, prestige and taste/quality values on satisfaction and intention to use millet-based foods and develops a unique research model. Later, leveraging a dataset comprising more than 410 responses from Pune city in India, a rigorous empirical examination of the proposed model was conducted employing SmartPLS 4.0 software.FindingsThe study's finding unveils both the significant and insignificant impacts of various consumption values, both from the tangible and intangible consumption value perspectives on satisfaction and intention to consume millet-based foods. The study also provides a validated food consumption model which can be used for other similar food consumption behaviour of the customers.Research limitations/implicationsThis study provides insights as to how different consumption values impact the satisfaction of the customers for the millet-based food. This study illuminates additional aspects of the tangible and intangible factors impacting the satisfaction level of customers to consume millet-based products. Also, this is a cross-sectional study, and the respondents are only based in Pune, India. Thus, the study results cannot be generalised.Originality/valueThis study employs CVT to explore the unexplored impact of consumption values on satisfaction and intention to use millet-based foods, which is unexplored in the past literature. Moreover, this study develops a theoretical model with high explanatory power, and the research model adds value to the existing body of literature from areas such as food preference, consumer behaviour and value consumption insights.

How do customers react to the integration of AI in customer experience

Artificial Intelligence is revolutionizing customer service through enhanced customization and efficiency. Processing natural language makes interactions more human-like and guarantees higher levels of customer satisfaction. With the help of AI-enabled Chatbots communication with users occurs instantaneously, answering their questions and providing immediate responses. By forecasting preferences and suggesting recommendations through the evaluation of data collected on customers, artificial intelligence improves service quality. The amalgamation of modern technology and customer service provides a smooth, personalised and linear client experience. While AI-driven chatbots and tools prove time and cost-effective, occasional delays or failures instil human hesitation. The escalating trend of integrating AI in customer service significantly enhances the overall human experience, according to various studies. However, this study aims to address a dearth of empirical research on AI-enabled customer experiences. The absence of emotional intelligence in current AI models contributes to lacklustre customer commitment and engagement. This study investigates how customers react to Artificial intelligence being integrated into the customer service industry. The study scrutinizes pivotal factors—Perceived trustworthiness, personalization, perceived ease of use, perceived usefulness, accuracy, and quality of information provided—examining their interdependence in augmenting the customer experience. This study will utilise a proposed model which utilises the stimulus, organism, and response model. Results underscore how these factors contribute to improving customer loyalty through the mediation role of customer engagement. Hence, the study reveals the interconnectedness of these factors with brand affinity and loyalty, emphasizing the importance of these factors in fostering lasting customer relationships.

The Effect Of Product Innovation And Lifestyle On Brand Trust, Customer Satisfaction And Repurchase Intention

This study aims to identify the relationship between product innovation and lifestyle on brand trust, customer satisfaction and repurchase intention at Pizza Hut Restaurants in the West Jakarta area. The population in this study were all Pizza Hut Restaurant customers in the West Jakarta area. This study involved 230 respondents who were collected using questionnaire distribution with purposive sampling technique. The requirement for purposive sampling is that customers have visited Pizza Hut Restaurants in the West Jakarta Area, at least twice. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of Smart-PLS software. The results of this study indicate a significant influence between product innovation on brand trust, customer satisfaction and repurchase intention. In addition, lifestyle also influences and has a significant impact on brand trust, customer satisfaction and repurchase interest. Brand trust has a significant influence on customer satisfaction. Customer satisfaction also has a significant impact on repurchase intention. As a result, it is important to maintain trust in consumers in an effort to improve purchasing decisions. Therefore, it is important to maintain brand trust and satisfaction in an effort to increase repurchase interest. Because the higher the level of customer trust and satisfaction with a brand, the higher their interest in making repeat purchases.

ВПЛИВ FINTECH НА РОЗВИТОК СТРАТЕГІЙ РЕАЛІЗАЦІЇ ТА ПЕРСОНАЛІЗАЦІЇ ІТ-ПРОДУКТІВ

Modern FinTech solutions significantly change traditional approaches to the development, implementation and sale of IT products, allowing companies to create unique financial instruments, reduce transaction costs and increase competitiveness. But the questions remain unclear which FinTech tools have the greatest impact on IT product implementation strategies and whether the use of financial technologies really affects the personalization of IT products in terms of efficiency and scalability. The purpose of the study is a comprehensive study of the influence of financial technologies (FinTech) on the development of strategies for the implementation and personalization of IT products, with the identification of key FinTech tools that contribute to the improvement of the processes of development, implementation and adaptation of IT products in accordance with the specific needs of users and markets. The object of the research is payment services as an innovative segment of FinTech and their marketing in the modern market, namely aspects related to the development, implementation, promotion and use of payment services. Scientific publications and monographic editions, magazine articles and materials of scientific and practical conferences became the methodological basis of the research. During the research, content analysis of scientific periodicals was used; comparative critical analysis of existing approaches and methods of analysis of financial stability and tax burden; statistical methods of analysis. The main hypothesis of the research is that FinTech technologies allow IT companies to more accurately adapt their products to the individual needs of users, which contributes to increasing the level of customer satisfaction, increasing loyalty and competitiveness of companies in the market. Presentation of the main material. The study analyzed the main FinTech tools, their impact on the business processes of IT companies, as well as possible risks and barriers to their integration. The relationship between the use of FinTech solutions and the improvement of the effectiveness of personalization of products, which positively affects the competitiveness of companies on the global market, is determined. Based on the results of the research, practical recommendations were formulated for IT companies regarding the optimal use of financial technologies in the processes of product implementation and personalization. Originality and practical significance. Key FinTech tools and their impact on the effectiveness of implementation strategies are considered, as well as the main challenges and risks associated with the integration of financial technologies into the development and implementation of IT products are identified. Based on the results of the research, recommendations are proposed for the use of FinTech to increase the effectiveness of personalization and scaling of IT products on the global market. Conclusions and prospects for further research. The analysis showed that the use of FinTech solutions allows IT companies to bring products to market faster, reducing the time for processing payments and interaction with customers, which improves the efficiency of business processes and allows companies to focus on the development of innovative products. Thanks to access to users' financial data and the latest algorithms for processing this data, companies can develop products that more accurately meet the needs of individual users. This contributes to increasing customer satisfaction, as well as the formation of long-term brand loyalty.

Implementasi Kinerja Operasional dan Kepuasan Pelanggan Terhadap Tingkat Penjualan

This study aims to analyze the impact of operational performance implementation and customer satisfaction on sales levels, with a case study on the D'One Acc Cellphone Counter. Operational performance includes internal process efficiency, quality control, and technology use, while customer satisfaction includes product quality, service, and customer experience. This study uses a quantitative method with a survey approach to collect data from customers and employees of the D'One Acc Cellphone Counter. The results of the analysis showed that there was a significant positive relationship between operational performance and customer satisfaction levels. In addition, customer satisfaction has a positive effect on sales levels. Good operational performance improves the quality of products and services, which in turn increases customer satisfaction and drives higher sales. These findings underscore the importance of integrating effective operational strategies and focusing on customer satisfaction to achieve increased sales. This research provides insight for the management of D'One Acc Hp Counters in formulating better strategies to improve operational performance and customer satisfaction, as well as maximize sales potential.

Advanced Analytics for Retail Inventory and Demand Forecasting

Achieving operational efficiency and enhancing customer satisfaction levels in the retail sector is directly dependent on efficient inventory management and accurate demand forecasting. The following study employs advanced analytics techniques, such as time series forecasting and machine learning, to bolster these essential functions. By leveraging on historical sales data from 45 retail stores sourced by Kaggle, this paper has constructed predictive models with the aim to optimize inventory levels and forecast demand with precision. The Seasonal AutoRegressive Integrated Moving Average with Exogenous Regressors (SARIMAX) model employed in this study adequately captures linear dependencies and seasonal patterns, while Long Short-Term Memory (LSTM) networks are responsible for the management of intricate, non-linear dependencies. The findings from this study depict the significant seasonal trends, the impact of economic factors, the impact of economic variables and the effectiveness of hybrid models in improving forecast accuracy. The integration of such advanced methodologies clearly highlights their massive potential in improving aspects such as inventory management and operational efficiency in the retail domain.

The influence of tangibility, reliability and responsibility on the financial performance of banks with mediating role of customer satisfaction

The study explores the relationship between customer satisfaction and the financial performance of banks, focusing on mediating factors. This study aims to investigate in detail the impact of responsibility, tangibility, and reliability on banks’ financial performance, with a particular emphasis on the mediating function of customer satisfaction. The primary objectives are to analyze how these service quality dimensions influence customer satisfaction and, subsequently, financial outcomes. The research is grounded in the theory that higher levels of customer satisfaction lead to improved financial performance through increased loyalty. Using Employing Partial Least Squares Structural Equation Modelling (PLS-SEM), the study analyzes data collected from commercial bank clients in Kazakhstan over a four-month period, from November 2023 to February 2024. The dataset includes responses from approximately 200 participants, ensuring demographic representation through a stratified random sampling method. Hypotheses regarding customer satisfaction, reliability, responsibility, and tangibility were tested. Findings reveal a significant positive relationship between customer satisfaction and financial performance, indicating that higher satisfaction levels contribute to improved financial outcomes for banks. These findings highlight the multidimensional nature of customer satisfaction and underscore the importance of addressing various factors to enhance financial performance in the banking sector. This study contributes theoretical insights and practical implications for banks aiming to optimize their financial performance through customer-centric strategies.

Theoretical aspects of the intangible assets system in the process of enterprises strategic management: definition, characteristics, classifications

The article studies theoretical aspects of the intangible assets system in the process of enterprises strategic management. In particular, it highlights the points of view of Russian and foreign scientists regarding the definition of the intangible assets concept. The author’s definition of intangible assets as a set of a company’s resources and assets, which do not have a physical form, are used in the process of creating goods (services) for a long period of time (more than a year), are involved in the creation of values that provide a company a competitive advantage in the market and meet the requirements of identifiability (an object separation from other resources), the presence of future profits from their use, and direct or indirect control by a company. The basic criteria of intangible assets are identifiability, control over them, and the presence of future profits from their use. Despite the variety of available approaches in foreign literature to the intangible assets classification, in our opinion, the classification, which includes human, customer, and structural assets (capital), is fundamental. The article concludes that foreign authors shift their research focus from organizational (structural) intangible assets, such as corporate culture, organizational structure, and brand, to consumer and attitudinal (customer) ones, such as the level of customer satisfaction and loyalty and relationships value. The methodological approaches analysis to intangible assets assessment, the issues of their creation, modeling, and use by companies is a direction for further research.

Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan di Toko Kamila Grosir Karawang

The research was conducted with the aim of identifying the impact of service quality and facilities on the level of customer satisfaction at the Kamila Grosir Karawang store. The research method used was quantitative using a purposive sampling technique, and involved a sample size of 98 respondents who were customers who had visited or shopped at the shop. The analysis was carried out using multiple linear regression using the f test and t test, and a relevant level of 5%. The research results show that service quality is influenced and relevant to customer satisfaction, as well as facilities that have a relevant influence on customer satisfaction at the Kamila Grosir Karawang store. Apart from that, the quality of service and facilities simultaneously influences and is relevant to customer satisfaction at the Kamila Grosir Karawang store. It can be concluded from this research that the quality of service and facilities are mutually influenced by customer satisfaction at the Kamila Grosir Karawang store. There is an implication that maintaining consistency in service quality and providing services that meet customer needs can contribute to forming loyalty. Customers who feel valued and comfortable during the shopping process are more likely to remain loyal to the business.

Stage-Specific Multi-Objective Five-Element Cycle Optimization Algorithm in Green Vehicle-Routing Problem with Symmetric Distance Matrix: Balancing Carbon Emissions and Customer Satisfaction

This study presents a bi-objective optimization model for the Green Vehicle-Routing Problem in cold chain logistics, with a focus on symmetric distance matrices, aiming to minimize total costs, including carbon emissions, while maximizing customer satisfaction. To address this complex challenge, we developed a Stage-Specific Multi-Objective Five-Element Cycle Optimization algorithm (MOFECO-SS), which dynamically adjusts optimization strategies across different stages of the process, thereby enhancing overall efficiency. Extensive comparative analyses with existing algorithms demonstrate that MOFECO-SS consistently outperforms in solving the multi-objective optimization model, particularly in reducing total costs and carbon emissions while maintaining high levels of customer satisfaction. The symmetric nature of the distance matrix further aids in achieving balanced and optimized route planning. The results highlight that MOFECO-SS offers decision-makers flexible route planning options that balance cost efficiency with environmental sustainability, ultimately improving the effectiveness of cold chain logistics operations.

The Influence of Brand Image, Product Quality, and Social Media Promotion on Customer Satisfaction through Purchase Decisions at Viera Cake House in Pekanbaru City

One of the cake shops in Pekanbaru is Viera Cake House. There is a phenomenon related to the decline in the level of customer satisfaction at Viera Cake House. Low customer satisfaction will have an impact on decreasing purchasing decisions at Viera Cake House. This research aims to see the influence of brand image, product quality, and social media promotion on customer satisfaction through purchasing decisions at Viera Cake House in Pekanbaru City. The number of samples taken in the research was determined using the Lameshow formula and a sample of 100 consumers was obtained. The data analysis method used is Structural Equation Model (SEM) using SmartPLS software. The test results showed that brand image, product quality and social media promotion had a positive and significant effect on purchasing decisions. Purchasing decisions have a positive and significant effect on customer satisfaction. Product quality and social media promotion have a positive and significant effect on customer satisfaction through purchasing decisions. Brand image does not have a significant effect on customer satisfaction through purchasing decisions.

Optimizing Administrative Professionalism: A Strategic Approach to Elevate Clientele Satisfaction in Service-Oriented Environments

Professionalism is crucial in shaping client experience in organizations, yet many organizations lack strategies to enhance staff conduct, leading to inconsistent service, communication gaps, and inadequate training. Essential qualities such as competence, courtesy, honesty, integrity, and specialized knowledge significantly impact client interactions, complaint resolution, and organizational image. This study, conducted at the City College of Calamba, Philippines, surveyed 1,126 students to assess their perceptions of professionalism among administrative personnel providing student services and evaluate customer satisfaction. Using a descriptive correlational approach with stratified random sampling and simple statistical treatment such as mean and Goodman and Kruskal's Gamma Correlation, the study established a correlation between staff professionalism and satisfaction, proposing a development program based on its findings. The survey found high levels of professionalism and customer satisfaction, recognized staff strengths in professional communication and accountability, and indicated areas for growth in problem-solving. The significant relationships between job performance, service delivery, ethics, and satisfaction highlight professionalism’s impact on consumer perspectives. The novelty of this study lies in its focus on the correlation between professionalism and satisfaction within an educational setting, offering insights for targeted development programs. Limitations include a small sample size, which may affect generalizability, reliance on self-reported data, cross-sectional design, and a focus on one institution, which may overlook broader contextual nuances.

Boosting repurchase rates in B2C e-commerce: the role of customer satisfaction and relationship factors

This study examines the impact of critical factors on customer behavior in the B2C e-commerce sector, particularly focusing on e-customer satisfaction, electronic word-of-mouth (e-WOM), e-service quality, electronic trust (e-trust), perceived value, and the intention to repurchase. Using a structured questionnaire, data were collected from 418 respondents in Jakarta Province, Indonesia, and analyzed via Partial Least Squares-Structural Equation Modeling (PLS-SEM) 4.0. The research confirms the significant influence of all 13 hypothesized relationships on the tested variables, both directly and through mediating effects. Key findings reveal that e-customer satisfaction, e-WOM, e-service quality, e-trust, and perceived value serve as critical mediating factors that significantly shape repurchase intentions. Specifically, e-customer satisfaction has been identified as a crucial moderating variable, enhancing the direct effects of other factors on repurchase intentions. Furthermore, the study underscores the paramount importance of e-service quality and e-trust in fostering a positive perceived value among customers, which in turn enhances e-customer satisfaction and encourages repeat purchases. These insights provide valuable strategic perspectives for online retailers aiming to enhance customer loyalty and facilitate repeated purchases. The study advances the understanding of the interplay between these key factors and their collective impact on customer loyalty in e-commerce. It underscores the necessity for e-commerce platforms to maintain high levels of customer satisfaction and trust, ensuring consistent service quality and leveraging positive e-WOM to build enduring customer relationships. Additionally, the implications of these findings are relevant for cross-cultural studies and can be applied across diverse product categories, suggesting broad applicability for future research and practical implementations in e-commerce. This comprehensive analysis not only contributes to the academic discourse on e-commerce but also offers practical recommendations for online retailers to optimize their strategies in a competitive market.

The Effect of Product Quality, Price and Sales Location of Nugin Lamping Tofu on Consumer Satisfaction

Tofu lanting nuggets are one type of snack food that is very popular with the public. Along with increasing consumer awareness of product quality, competition in the lanting tofu market is getting tougher. The focus of the study aims to determine the extent to which "the influence of product quality, price and sales location of Tahu Lamping Nugin" plays a role in influencing the level of customer satisfaction. This research was conducted using quantitative as a research method. Meanwhile, data collection was carried out involving questionnaire surveys and other literature studies. After the data was collected, it was analyzed using the regression test using SPSS software. The conclusion from the results of the research analysis shows that product quality, price and sales location of Lamping Nugin Tahu have an effect on customer satisfaction. In an effort to achieve an optimal level of customer satisfaction, companies need to focus on maintaining and improving product quality and determining prices that remain balanced with the value offered. Meanwhile, the sales location is still important to attract consumer interest, but this needs to be balanced by offering products of good quality and reasonable prices.

Analisis Tingkat Kepuasan Pelanggan Terhadap Pengguna Jasa Layanan Grab Menggunakan Metode C4.5

Technological advances have brought significant changes in various aspects of life, including transportation. Grab as one of the pioneers of online transportation services in Indonesia is the main choice for many people. However, competition among online transportation service companies forces each service provider to compete in improving the quality of their services. This study aims to analyze the level of customer satisfaction with the use of Grab services using the C4.5 method. This method was chosen because of its ability to form a decision tree model that helps identify the main factors that influence customer satisfaction. The data for this study were obtained from a survey of Grab customers who used Grab driver services within a certain period of time. The survey covered various aspects of user experience, such as Ease of Use of the Application, Service Availability, Waiting Time, Price, Security. The data was analyzed using the C4.5 algorithm to gain an in-depth understanding of the factors that influence the level of customer satisfaction. The analysis shows that the C4.5 method is effective in identifying factors that influence customer satisfaction. The results of the rapidminer test show the accuracy of the C4.5 algorithm from 100 respondent data obtained, which is 94.00%. These results are expected to provide valuable input for the Grab company and drivers in an effort to improve the quality of their services.

Market Segmentation and Customer Satisfaction: A Study of the Sudanese Banking Industry

The aim of this study is to examine four influential dimensions on which customer satisfaction in Sudanese banks is built; those are the market segmentation criteria, consumer behavior, the banking products offered, and the customers’ perception of those products. This study employed a quantitative approach. Regression analysis alongside the correlation technique has been used to collect the data from a sample of 420 bank customers to establish the relationships between these factors and customer satisfaction. The findings demonstrate positive significant links between segmentation criteria, consumer behaviour, banking offerings, customer perception, preferences and customer satisfaction. In turn, positive perception is created, which leads to acceptance of the services and increases overall satisfaction. These findings highlight the significance of identifying and managing these factors to increase the level of customer satisfaction in the case of Sudanese banks.

Embracing the future of interactive marketing with contactless technology: evidence from tourism businesses

PurposeThis study explores how predictor variables (value congruence and customer–AI-assisted exchanges) lead tourism businesses to meet customer needs through contactless technology and enhance their willingness to pay more.Design/methodology/approachThe research model was designed from the perspective of consumer-brand relationships and acceptance of AI device use. This study collected and analyzed 647 valid questionnaires using the structural equation modeling (SEM) approach.FindingsThe findings indicate that value congruence and customer-AI-assisted exchanges (CAIX) affect intimacy. Intimacy affects satisfaction and the willingness to pay more for contactless technological services. Moreover, brand trust and sensory brand experience play a role in moderating contactless technological services.Originality/valueEffective interactions between customers and AI-assisted services significantly contribute to overall satisfaction. When AI systems can understand and respond appropriately to customer queries, needs, and preferences, they enhance customer experience and satisfaction levels, increasing overall customer satisfaction with AI services.

From Taste Buds to Loyalty: How Food and Service Quality Influence Customer Satisfaction and Repeat Intentions in Hotel Restaurants

Customer satisfaction with food and service quality in hotel restaurants is a crucial driver of repeat intentions, directly influencing guest loyalty and long-term business success in the hospitality industry. This study examines the factors that affect customer satisfaction with hotel restaurant offerings and the subsequent impact on customers' intentions to return. The researchers gathered the data for this study using a quantitative research design and customer questionnaires. A 95% response rate was collected and analyzed using SPSS software. Next, the researchers quantitatively analyzed the survey responses using statistical methods to measure customer satisfaction levels and identify key variables influencing repeat intentions. The results of this study have practical implications for hoteliers and restaurant managers looking to improve customer satisfaction and encourage repeat business. Emphasizing continuous staff training, maintaining high food safety standards, and creating a welcoming ambiance are key strategies to enhance customer experiences. Ultimately, understanding the dynamics of customer satisfaction and its direct link to repeat intention can assist hotel restaurants in building enduring guest relationships and establishing a competitive edge in the hospitality market