Level Of Customer Satisfaction Research Articles

The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance

PurposeThe present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms.Design/methodology/approachPrimary (i.e. survey) and secondary (i.e. financial records) data sources were gathered. A total of 685 participants responded to one questionnaire focusing on hotels and another one focused on restaurants, both of which measured levels of customer delight and satisfaction. Financial data were gathered from Center for Research in Security Prices, CRSP/COMPUSTAT.FindingsResults of MANOVA revealed that there was a significant difference in the net profit margin (NPM) based on customer delight. Canonical correlation results exposed a significant correlation between satisfaction and delight combined and the financial performance measures (net profit margin, cash flow margin, return on assets and b-beta) combined.Practical implicationsBy delighting their customers, managers will achieve higher profit margins. However, these are not likely to result in improved cash flow margin or return on assets. The effects of COVID-19 can alter yearly returns; thus, longitudinal research is needed to continue testing for the effects on delight on financial performance.Originality/valueThe relationship between delight and financial measures had not been previously determined (notwithstanding a few studies using substitute measures for financial performance). The present study uses actual data from the financial filings to empirically test their relationship to customer delight.

دمج انترنت الاشياء والحوسبة السحابية مع ضمان جودة الخدمة

Now a days the cloud computing and Internet of Things (IoT) become the most importance technologies that are both used in our life. As we know the Internet of Things (IoT) is generally characterized by real world small things,. It allows billions of devices to be connected and communicate with each other to share information that improves the quality of our daily lives. in the other ways, Cloud Computing has virtually unlimited capabilities in terms of storage and processing power, is a much more mature technology, and has most of the IoT issues at least partially solved. That is why their adoption and use are expected to be more extensive and more importance, thus, a novel IT paradigm in which Cloud and IOT are two complementary technologies merged together is expected to offer the best quality of services, and this new paradigm called Cloud Iot paradigm. Therefore, the integration of cloud and Internet of Things to providing the best service to users and have the highest level of customer satisfaction should always provide quality of service can be guaranteed. The purpose and the aim of this paper is to evaluate the integrity requirements of cloud services and Internet of Things, and to achieve this aim we used descriptive methodology to describe and to recognize about the cloud computing and the internet of things; so that quality of service in these services must be guaranteed. Keywords: Cloud Computing, Internet of Things, Cloud based IoT, Integration and quality of services.

TAHAP KEPUASAN PELANGGAN DALAM URUSAN JUAL BELI SECARA DALAM TALIAN MELALUI PLATFORM E-DAGANG

Customer satisfaction in online shopping refers to the satisfaction of buyers through their experience in making transactions through the e-commerce platform. E-commerce is short for " electronic commerce, " which refers to the process of trading or commercial transactions carried out electronically through the internet or computer network. This study aims to analyze the level of customer satisfaction in online purchases through e-commerce platforms. Qualitative methods are utilized in analyzing the data to identify e-commerce platforms and levels that influence customer satisfaction in the context of online purchases. The main problems identified in the business of buying and selling Online (E-Commerce) is the emergence of doubts on the part of the seller and the buyer due to not fulfilling the perfect purchase and sale rules. Buying and selling in e-commerce platforms also often causes concern or doubt to users because not all transactions meet the perfect standards or principles of buying and selling according to certain religious teachings or laws. This study found that the level of customer satisfaction showed a percentage of 67.7% strongly agreed and satisfied with the purchase transaction through the e-commerce platform. This shows that the level of customer satisfaction with online services is good. A good understanding and expectations of customers can also be fostered through their experience when dealing with buying and selling using an e-commerce platform. Practical implications for customer satisfaction in online business are also discussed. Therefore, virtual buyers can take advantage of the results of this study as a guide in purchasing online through e-commerce platforms.

A Study on Brand Preference and Level of Satisfaction in Consuming Colgate Toothpaste with Reference to Chandrapur City

Abstract: The main purpose of to identify the different factors responsible for customer in purchasing of the colgate toothpaste to know the customer satisfaction level about he colgate toothpaste. The research design used in this study is descriptive research design. Data was collected from 99 respondents. Data was collected by survey method, the survey was collected in chandrapur city of Maharastra state, through structured questionnaire with five point rating scale questions. Secondary data were collected from the available literature sources. For distribution of questionnaire to the respondents random sampling method was used and to collect the respondents opinion, survey was taken among the selected sample respondents. After collecting the data from the respondents, The collected data include customer satisfaction towards Colgate toothpaste personal product details. In India toothpaste industry is having a huge market in monthly grocery shopping list toothpaste plays an important role for most of the urban as well as rural households. In earlier days consumers especially in India depends on using the traditional herbs like Neem or Babool twigs for keeping their teeth clean and healthy. But slowly international brands entered into Indian market started replacing the age old techniques of maintaining oral care Following study is conducted by the researcher to find out the behavior of the consumer to analyze the preference of consumer and consumer awareness. In today’s highly competitive world the success story of any brand is depends on the satisfaction and delighters of consumer Understanding needs, wants and problems of consumer is a very complicated task because of changing technology, innovation and internal and external environmental factors This study mainly focus on understanding the external factors like demographic, social, cultural, price, quality, product attributes etc. for buying toothpaste. Majority of Indian people start their day with cleaning their teeth mostly they use toothpaste for cleaning their teeth oral care plays an important role in their life some people still use natural technique to clean their teeth and even for any oral problem they prefer natural techniques. Now a days in urban or rural area people are using toothpaste for cleaning their teeth. They use toothbrush for application for tooth paste toothbrush and toothpaste is complementary to each other. For many of them toothpaste means “Colgate”

Service of Bartenders in Making A Cocktail to Improve Guest Satisfaction in Sindhu Restaurant Grand Palace Hotel Sanur Bali

This research aims to explore the process of making cocktail drinks by bartenders at Sindhu Restaurant, GrandPalace Hotel Sanur, Bali, as well as understanding the techniques and creativity applied in creating attractiveand high-quality drinks. The research method used is qualitative, the collection method in this research usesliterature study, direct observation and in-depth interviews with the bartender on duty. The results showedthat bartenders at Sindhu Restaurant combine detailed technical skills with artistic elements to producecocktail drinks that are not only delicious but also visually appealing. The use of local and fresh ingredients, aswell as in-depth knowledge of various mixing techniques, are key factors in their success.In addition, this research also highlights the importance of the interaction between bartenders and customersin creating a unique and personalised drinking experience. The bartenders at Sindhu Restaurant not only actas drink makers, but also as guides who are able to customise cocktails to customers' individual preferences.This increases the level of customer satisfaction and strengthens the restaurant's reputation as a place thatprovides high-quality service. The conclusion of this study confirms that the skills and creativity of bartendersare important elements in the hospitality industry, contributing significantly to customer satisfaction.Keywords: Service, Guest Satisfaction, Making Cocktail.

THE PERFORMANCE OF TJILIK RIWUT AIRPORT TAXIS IN THE CITY OF PALANGKA RAYA CITY ACCORDING TO USER

The existence of the Tjilik Riwut airport plays a big role in the development of the Palangka Raya area and its surroundings, especially in providing convenience for domestic passengers who want to visit Palangka Raya City, especially students or tourists who come from outside the island of Kalimantan. The Tjilik Riwut airport taxi is the only airport taxi owned by the Tjilik Riwut airport taxi in the city of Palangka Raya. and it is necessary to know how the performance of the Tjilik Riwut airport taxi in Palangka Raya City according to airport taxi passengers as a consideration for users in determining the mode of transportation. Sampling was carried out by distributing questionnaires with a total of 94 respondents and then analyzed using the Customer Satisfaction Index (CSI) method to determine the level of customer satisfaction with the performance of airport taxis. The results of the CSI analysis on the performance assessment of Tjilik Riwut airport taxis in the city of Palangka Raya show the numbers 54.99 which are included in the category Quite Satisfied

MICRO-EVIDENCE FROM BUSINESSES OPERATING IN THE BIST TECHNOLOGY AND INFORMATION SECTOR

Today, technology trade and investment represent a global economy that disregards national boundaries. Within the scope of this study, it is aimed to reveal the effect of whether businesses operating in the technology and IT sector operate in technology zones or not on their financial performance, and customer satisfaction and internationalization levels are examined. The financial statements of 31 businesses listed in Borsa Istanbul (BIST) technology and IT sector for the year 2022 were subjected to ratio analysis. Businesses located in technology development zones and businesses located outside technology development zones were grouped and the results of the ratio analysis were compared with the Mann-Whitney U test. According to the findings, no difference was found between the businesses located in technology development zones and the businesses outside the zone in terms of liquidity ratios, activity ratios, and customer satisfaction. However, a significant difference was found in terms of the ratio of non-current assets to continuing capital among financial structure ratios; a significant difference was found in terms of gross profit margin ratio and operating profit margin ratio among profitability ratios. In terms of internationalization level, it was determined that the businesses located in technology development zones showed superior performance.

THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A CASE STUDY OF THE PERFORMANCE OF RADIO REPUBLIK INDONESIA (RRI) IN CIREBON

The purpose of this study is to investigate the effect of the service quality of Radio Republik Indonesia (RRI) in Cirebon on the level of customer satisfaction. The study was conducted through an observational interview. The interviews were conducted to get first-hand views and experiences from RRI customers regarding the quality of service they received and their satisfaction level. It was found that aspects such as broadcast program quality, sound quality, staff friendliness, and ease of access to information were the main factors that contributed to customer satisfaction, which shows that the high quality of services provided by the radio station will increase customers' satisfaction. This study can be used as a theoretical foundation for further research in this area and a reference for other broadcasting organizations interested in improving their customer experience. It can also enrich the literature on service quality management and customer satisfaction in the media and communication sectors.

Factors on Customer Satisfaction among Credit Cooperatives in the City of Mati

The study seeks to determine the factors on customer satisfaction among credit cooperatives in the City of Mati. To achieve the objectives of the study, a combination of descriptive and inferential research design was employed to analyze data collected through a structured survey questionnaire. The 302 respondents were selected using a purposive sampling method. The collected data from the survey were analyzed through frequency count, mean, exploratory factor analysis, and ANOVA. Results revealed that the top three loan products mostly availed are government salary loan, private salary loan, and cash advance, while in terms of savings, regular savings ranked as first. The results also determined the level of customer satisfaction, which is high in terms of all the factors that could influence it. The study further determined that the potent factors are professionalism, competency, high emotional intelligence, communication skills, implicit service promises, personal needs, reliability, responsiveness, and past experiences.

The Effect of Service Quality on Customer Satisfaction at Apeng Auto Service Workshop Using the Potential Gain in Customer Value Method

Bengkel Apeng Auto Service operates as a provider of motor vehicle service, encompassing not only repairs but also offering oil changes and car washing services. Situated at Jl. Imam Bonjol no.7, Geluran, Taman District, Sidoarjo Regency, this establishment is equipped to address various mechanical and body-related issues in automobiles. Furthermore, it provides both new and used spare parts. This study employs a customer-centric potential gain approach to pinpoint attributes contributing to decreased customer satisfaction. Additionally, there exists one attribute with the lowest PGCV index, indicating satisfaction aligns with customer expectations; however, this doesn't rule out the potential for improvement, as evidenced by a PGCV index value of less than 10.5. The first attribute, E2 - Mechanic's Attention to Customer Preferences, holds a PGCV index of 10.46, while the second attribute, RE3 - Information about Product Sales to Customers, has a PGCV index of 10.27. It is advisable for Bengkel Apeng Auto to periodically assess their service quality to identify potentially dissatisfactory aspects from customers' perspectives. This practice enables the implementation of corrective measures to enhance customer satisfaction levels.

Switching intention of conventional bank customers to Sharia bank based on push-pull-mooring theory

PurposeThis study aims to see the variables of customer satisfaction level, attractiveness of alternatives, subjective norms and level of religiosity of conventional bank customers in West Java and their effect on switching intentions.Design/methodology/approachA causality description technique with a quantitative approach is used in this research. The analytical technique used is partial least square-structural equation modeling with a sample of 320 respondents from conventional bank customers in West Java.FindingsThe results revealed that the level of customer satisfaction and subjective norms were in the medium category, whereas the level of alternative attractiveness, religiosity and switching intentions was in high level. The level of customer satisfaction harms switching intentions, whereas the level of alternative attractiveness and religiosity variables have a positive effect on switching intentions. In contrast, the subjective norm variable does not affect switching intentions. Therefore, customer satisfaction, the attractiveness of alternatives and religiosity are essential points to cause someone to have the intention to switch.Practical implicationsFor stakeholders, especially the government or the Islamic banking industry, to improve the climate of the Islamic finance industry in Indonesia, in particular, to increase knowledge and insight from the public regarding the intention to switch conventional bank customers to Islamic banks.Originality/valueThe use of the religiosity variable as an independent variable on switching intentions is still rarely done. Hence, the authors combine this variable with customer satisfaction, alternative attractiveness and subjective norms. The update in this study also places conventional bank customers included in the millennial generation and generation Z categories who live in the province of West Java as research subjects.

Rancang Bangun Aplikasi E-Commerce untuk UMKM Konveksi

This research presents the development of an e-commerce application aimed at enhancing the operational efficiency of Khadijah Konveksi, a small and medium-sized enterprise (SME) in the garment industry. The application, developed using Android, Java, and Kotlin, provides features for order management, real-time tracking, and online payment, significantly improving customer experience and operational workflow. Initial feedback indicates a high level of customer satisfaction and a notable increase in operational efficiency. The project also highlights the collaborative efforts between students, faculty, and industry professionals, demonstrating the impact of academic-industry partnerships in driving technological advancements for SMEs

Analysing Customer Satisfaction Towards Personal Loans: Evidence from Banking Industry

With an emphasis on banking industry, this study intends to examine customer satisfaction levels of those who have taken out personal loans from banking institutions. Customer satisfaction is a crucial indicator of success and longevity in the banking industry. This study explores the specifics of customer satisfaction among recipients of personal loans; wherein, the primary goal is to use operational research methods to analyse the intricate topography of customer satisfaction in the personal loan sector. The study’s secondary objective is to demonstrate how factor analysis, a well-known dimensionality reduction method, may combine these disparate traits into a condensed set of essential components. The work presents practical insights to guide strategic choices intended to improve customer satisfaction and foster long-term growth in the banking industry, focusing on Banking sector.

Logistics service failures and recovery strategies: is the response time or the discount amount more important?

PurposeAlthough trade volumes in e-retailing have increased significantly in recent years, logistics service failures are inevitable, especially at the delivery stage. Therefore, it is essential to provide customers with effective recovery strategies to increase their satisfaction and repurchase intentions. There is a lack of empirical evidence on whether the response time or the discount offered in compensation is more crucial for customers. Therefore, this study aims to determine whether the response time or the discount offered for high and low criticality failures has a greater impact on customer satisfaction levels and repurchase intentions for female and male customers.Design/methodology/approachA scenario-based experimental design method has been adopted to collect data, and 697 participants aged 18 and 58 years have been reached. The research utilized a between-subjects design, incorporating three factors: gender (female vs male), criticality (high vs low) and compensation (7 days: 10% discount, 10 days: 20% discount and 14 days: 30% discount). Six scenarios depicting the failure of an online retailer were created, and factorial univariate ANOVA was conducted to test the hypotheses.FindingsThe study's results show that in terms of customer satisfaction, female customers attach more importance to the response time in the case of high criticality and the amount of discount offered in the case of low criticality. On the other hand, male customers give more importance to the response time in terms of customer satisfaction when they experience a high or low criticality failure. In the case of low criticality, response time is more important for male customers to increase their repurchase intentions, while the amount of the discount is more important for female customers.Originality/valueThe study demonstrates the relative importance of the response time and discount amount according to the criticality level of failures and to guide business managers in terms of the recovery strategies they will implement. It focuses on gender differences and determine whether the response time or discount amount is more important for male and female customers in high or low-criticality situations.

Analisis Kepuasan Pelanggan terhadap Pelayanan Petugas Transjakarta

Efficient and high quality public transportation is an important factor in overcoming traffic congestion problems in metropolitan areas. Transjakarta, as one of the largest mass transit systems in Indonesia, plays a key role in providing reliable transportation services for the people of Jakarta. Customer satisfaction with Transjakarta officer services is a crucial factor in ensuring the success and sustainability of this system. This research aims to analyze the level of customer satisfaction with the quality of service provided by Transjakarta officers. By using quantitative methods and collecting primary data through online questionnaires as well as secondary data from related sources, this research evaluates various aspects of service, such as friendliness, speed of response, and clarity of information provided by officers. The results of this analysis are expected to provide valuable insights for Transjakarta in identifying areas that require improvement and devising strategies to increase overall customer satisfaction, thereby maintaining loyalty and competitiveness in the public transportation industry.

The Impact of Total Quality Management on Supply Chain Management in Five-Star Hotels in the Kingdom of Saudi Arabia

The research investigates the impact of Total Quality Management (TQM) on Supply Chain Management (SCM) in five-star hotels in Saudi Arabia, focusing on how integrating TQM principles can enhance operational efficiency, reduce costs, and improve customer satisfaction within the hospitality sector. The study emphasizes the convergence of TQM and SCM, highlighting continuous improvement, a culture of quality, and customer satisfaction as key impacts of TQM on SCM. TQM encourages organizations to evaluate and enhance processes continuously, leading to more streamlined and efficient supply chains. The integration of TQM principles into SCM processes aims to achieve higher levels of customer satisfaction, improved product quality, reduced costs, and increased operational efficiency. Several challenges in implementing TQM in Saudi five-star hotels are identified, including communication barriers, resistance to change, and resource constraints. The study proposes a comprehensive strategy for successful TQM and SCM integration, emphasizing leadership commitment, employee involvement, and the use of advanced technologies for real-time data sharing and performance monitoring. The findings are significant for hotel managers and decision-makers, providing evidence-based recommendations for implementing TQM principles to optimize supply chain processes. By adopting TQM practices, five-star hotels in Saudi Arabia can enhance their operational performance, achieve cost optimization, and ensure high levels of customer satisfaction, ultimately gaining a competitive advantage in the dynamic hospitality industry.

Analisis Tingkat Pelayanan Atas Kepuasaan Pelanggan Penyedia Barang Logistik Yang Akan Di Asuransikan Pada PT Kereta Api (Persero ) Medan Labuhan

The level of customer satisfaction with logistics goods provider services, especially PT Kereta Api (Persero) Medan Labuhan, is the main focus in this analysis. Through a survey of 35 respondents using local and long-distance train services, six main aspects of service were evaluated: ticket sales service, arrival time, cabin cleanliness, security, air circulation, and arrival time at destination. The results illustrate that despite improvements in some aspects, such as arrival times and safety, additional areas, including cabin cleanliness and air circulation, still have plenty of space for further development. According to these results, if we want to make train travel better for everyone, we need to pay close attention to these elements.

Impact of E-Service Quality on Satisfaction with E-Learning Usage at PT LSP XYZ

PT LSP XYZ is a company that operates in the field of professional certification, where currently professional certification participants are experiencing an increase and decrease in participants, especially in the aspect of e-learning development which has an impact on customer satisfaction. If this is not repaired immediately, the damage will impact the level of customer satisfaction. This research aims to combine expectations and reality regarding the services provided by the company to customers using the Servqual method and analyze the factors that influence customer satisfaction with LSP XYZ which can then be used as a basis for formulating recommendations to increase the level of customer satisfaction of LSP XYZ. and Structural Equation Modeling (SEM) analysis tools.

SCANDINE Revolutionizing Restaurant Service: Exploring the Impact of ScanDine Innovations

Abstract – This essay investigates how ScanDine innovations have revolutionized restaurant service in the hotel sector. ScanDine systems are the result of the considerable change of traditional ordering and dining practices brought about by the introduction of digital technologies. Using their smartphones or other electronic devices, patrons can use these systems to engage with restaurant services, make orders, and see menus. This study explores the diverse impacts of these technologies on patrons, restaurant employees, and owners through a thorough examination of ScanDine installations. This study investigates the efficiency improvements, customer satisfaction levels, and operational advances made possible by ScanDine technology by utilizing case studies, empirical data, and current literature. Additionally, it examines the potential and difficulties related to the implementation and adoption of ScanDine. Keywords – Restaurant service, Innovation, Digital technology, Hospitality industry, Customer experience, Efficiency, Mobile ordering, Operational enhancements, Technology adoption

REAL ESTATE LEAD TRACKER & PLOT BOOKING SOFTWARE

Abstract – The Real Estate Lead Tracker & Plot Booking Software represents a transformative tool aimed at revolutionizing real estate operations by integrating innovative technologies to streamline lead management and plot booking processes. This research paper presents a comprehensive overview of the software, outlining its functionalities, features, and impact on the real estate industry. The scope of experiments encompasses the design, development, implementation, and evaluation of the software across various real estate agencies and developers. Significant data include user feedback, performance metrics, and market analysis, which provide insights into the software’s effectiveness in enhancing sales efficiency, customer engagement, and operational productivity. Major findings indicate that the software has led to significant improvements in lead conversion rates, customer satisfaction levels, and overall sales performance. The conclusions drawn from the research underscore the transformative potential of the Real Estate Lead Tracker & Plot Booking Software in driving innovation and efficiency in the real estate industry, paving the way for enhanced customer experiences and increased business success. Keywords:– Real Estate, Lead Management , Plot Booking, Image classification, CRM