Customer Satisfaction Management Research Articles

Do Underlying Physical Specifications of a Servicescape Matter? The Case of the Cruise Industry

Understanding customer satisfaction in the cruise industry has mainly focused on intangible attributes like dining and spa experiences. This study explores the impact of cruise-ship servicescape, shaped by physical characteristics such as size and width. Our research confirms the impact of servicescape on passenger satisfaction within the cruise industry. Specifically, passengers typically prefer newer, stable, and less crowded ships. We advocate for greater attention to servicescape design for a distinct, sustainable competitive advantage. Recognizing its significance can enhance customer experiences and market positioning. In addition to contributing to the research on the cruise industry and servicescape literature, this study provides valuable insights for industry stakeholders to enhance their understanding and management of customer satisfaction.

A Framework of Customer Service Training Competencies for Proactive Business Recovery in a Post-COVID Era: A Case Study

Abstract Customer service is a core competitive edge in any service industry, including the retail banking sector. However, retail bank customers, especially in Angola, often complained of standing in long queues waiting to be served and difficulty handling technology while transitioning to online banking. This qualitative single-case study used competency-based theory to develop a framework for the customer service training competencies of a selected retail bank in Angola. Purposeful sampling was employed to select eight participants, including bank employees and customers who voluntarily participated in this study. Data was collected through semi-structured interviews using WhatsApp calls and audio recordings. It was thematically analyzed using the HyperResearch software. The emerging themes included change, customer service, responsiveness, human resource process improvement, managerial competency, customer relationship management, and online banking. The findings have implications for bank employees’ training and development of the identified competencies needed to redefine the future of customer relationship management and different dimensions of managing customer satisfaction for proactive business recovery.

Effect of the Hair Beauty Shop Store Attributes on Relationship Quality and Revisit Intention

This study aims to improve the service quality of beauty shops by identifying the causal relationship between store attributes, relationship quality, and revisit intention of hair beauty shops, and to contribute to strengthening marketing strategies for customer satisfaction management and increasing sales. To analyze the survey data, a survey was conducted targeting customers who used hair beauty shops located in Gwangju Metropolitan City, and 263 copies were used in the final analysis. As a result of analyzing the collected data using the SPSS 25.0 statistical package program, it was found that service expertise, price, store atmosphere, and sales promotion of hair and beauty shop store attributes had a significant impact on customer satisfaction, and the service of store attributes was found to have a significant impact on customer satisfaction. Professionalism, price, and store location convenience were found to have a significant impact on immersion, trust, and revisit intention. Additionally, customer satisfaction, trust, and commitment in relationship quality were found to have a significant impact on revisit intention. As a result of the above results, it can be seen that hair beauty shop customers are influenced by relationship quality and revisit intention through factors such as service expertise, price, and store location convenience. Based on these results, the hair beauty shop is strengthening its service expertise. It requires efforts for self-development and service quality, and suggests management and marketing strategies that can increase customer satisfaction by setting appropriate prices.

An fsQCA analysis of service quality for hotel customer satisfaction

Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.

Review Paper – “Customer Satisfaction In Footwear Industry With Special Reference To Mochi

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customer’s expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectation

EVALUASI KUALITAS LAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN DI LANGGENG SARI

A business's success can be determined by the business actor's ability to evaluate influencing factors to determine the level of customer satisfaction. Customer satisfaction can have an important influence on companies where, in these highly competitive business conditions, the level of intense competition gives rise to a variety of product and service differentiation. Therefore, efforts need to be made to manage customer satisfaction by evaluating the factors that influence satisfaction. Data processing in this research was carried out using the CSI and IPCA methods. The results show that there is still a level of interest and expectations that Langgeng Sari still needs to fulfill. The results can be seen based on the Customer Satisfaction Index value obtained, which is 76.45%. It consists of 25 attribute questions, which include service quality, tourism products, prices, and food quality, with recommendations for improvements to the attributes in quadrant III (urgent action). Proposed improvements are used as considerations for creating SOPs for Langgeng Sari services to reduce employee negligence and errors to the specified standards.

Leveraging Creative Intelligence for Sustainable Customer Relationship Management (CRM) Solutions: Conceptual paper

The study aims to identify critical dimensions of employee creative intelligence and AI CRM systems and explore their impact on service quality and customer satisfaction in customer relationship management (CRM). The advancement of technology and the potential of artificial intelligence (AI) increase customer expectations regarding service delivery. The conceptual framework illustrates that creative intelligence and AI-generated systems significantly impact service quality and customer satisfaction. The findings will help organisations implement CRM service delivery projects by providing employees with the appropriate skills and competencies. The appropriateness of the system is vital towards CRM solutions.

Satisfaction of Customers with Digital Marketing Services

Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers to a company-wide business strategy that includes customer-service and other divisions. This research's major goal is to perform a statistical analysis on customer satisfaction with digital marketing services of sign ware technology. The research may be carried out by soliciting consumer input and comparing the outcomes to the predicted results. By studying and comparing the perception of the customers of sign ware an effective relationship with the customers is observed.

The Effect of Product Quality and Customer Perceived Value on Repurchases with Intervening Satisfaction

The purpose of this study was to determine the effect of product quality and customer-perceived value on repurchase. The method used in this research is explanatory research with a quantitative approach. The population in this study are all consumers who have purchased products at an unknown number of KFC Cempaka Putih Branch restaurants. The sample of this study was 104 people who came from consumers buying products at the KFC Cempaka Putih Branch restaurant. The data collection technique in this study was to use a questionnaire. Then, the data was analyzed using the Partial Least Square Structural Equation Modeling (PLS-SEM) method using the WarpPLS 7.0 program. The results of this study indicate that product quality and customer-perceived value have a positive and significant effect on customer satisfaction. Customer satisfaction, and customer perceived value have a positive and significant effect on repurchase buying. The implications of the study for managerial practices at KFC Cempaka Putih Branch are discussed. Recommendations are made to improve product quality, enhance perceived value, and effectively manage customer satisfaction to foster repurchases.

Leveraging Artificial Intelligence for Enhanced Customer Complaint Management in Healthcare

Abstract: In the dynamic landscape of customer complaint management, Artificial Intelligence (AI) emerges as a transformative force, particularly within the intricate realm of healthcare. This paper offers a comprehensive review of the recent advancements in AI-powered complaint management systems, drawing from an array of studies that highlight the potential benefits and challenges inherent to these systems. A focal point of this review is the exploration of various AI techniques, including Natural Language Processing and Machine Learning, and their respective applications in deciphering, categorizing, and addressing complaints. Further enriching the discussion, a case study is presented, underscoring the practical implications and measurable advantages of AI integration in real-world scenarios. The paper also delves into the ethical considerations and future directions of AI in this domain. In synthesizing these insights, the review underscores the pivotal role of AI in enhancing customer satisfaction, operational efficiency, and proactive service improvement in healthcare complaint management.

Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia

User-generated online ratings have become a prominent tool for hotels to enhance overall customer satisfaction. Prior research on online ratings has mainly considered commercial destinations, whereas research on religious destinations is limited. This study uses the IPA technique and beta regression analysis to investigate the destination’s (commercial and religious) varying effects on the relationship between hotel service quality attributes and customer satisfaction. In total, data from 338 hotels representing 82,704 customer reviews in two Saudi Arabian cities (Alkhobar and Makkah) were collected from Booking.com and analyzed. Makkah was selected as a key religious heritage destination, whereas Alkhobar was chosen as a commercial destination as it hosts major sea resorts, recreational parks, and shopping destinations. The results indicate that commercial and religious destination tourists do not have similar perceptions of the selected eight hotel service quality attributes. While comfort, facilities, and value-for-money service quality attributes were considered important for commercial destination tourists, religious destination tourists viewed location, cleanliness, and breakfast as important. Since effective management of customer satisfaction is essential for hotels’ profitability and sustainability, therefore it is imperative to identify and prioritize service quality attributes related to each group of customers. This will enable the efficient application of limited resources.

The Effect of Customer Value and Service Quality on Customer Satisfaction and the Implications for Telkomsel Prepaid Card Purchasing Decisions

The Indonesian telecommunications industry has been heavily affected by the rapid advances in telecommunications technology. Mobile telecommunications are an advancement in the field of communication technology. One of the cellular telephone service providers in Indonesia is PT Telkomsel. In Indonesia, Telkomsel, which launched its postpaid service on May 26, 1995, is the second GSM (Global System Mobile) cellular telephone provider. With 169.2 million users as of June 2021, PT. Telekomunikasi Indonesia (Persero) Tbk has increased its customer base by 5.7% from the same period last year. Telkomsel has a total of 162.48 million cellular subscribers. The remaining 6.72 million people are postpaid subscribers. The cellphone provider in Indonesia with the most customers as of June 2021 is PT. Cellular Telecommunications (Telkomsel). Customer satisfaction is very important for the survival of a company, so it is very important for companies to be able to leverage consumer preferences to offer consumer value, provide excellent customer service, and ultimately drive repeat business. In connection with the above, the authors need to conduct a study on customer satisfaction and decision making to buy Telkomsel prepaid card cellular users. This study aims to examine the phenomenon of making a decision to buy both in terms of customer satisfaction, customer value and service quality. It is hoped that Indonesia will be able to use the findings from this mobile research as a guide to further improve the functionality of Telkomsel's prepaid card. Research with a conclusive design, or a type of inference research that seeks to test certain hypotheses, is what is used. This can be descriptive, exploring a problem, or correlative, looking for relationships between variables between the independent and dependent variables. Customer value has a direct and significant effect on customer satisfaction. Customer value has a direct and not significant effect on purchasing decisions. Service quality has a direct and significant effect on customer satisfaction. Service quality has a direct and not significant effect on purchasing decisions. Customer satisfaction has a direct and significant effect on purchasing decisions. Customer value has an indirect and is not significant effect on purchasing decisions through customer satisfaction. Service quality has an indirect and significant effect on purchasing decisions through customer satisfaction. The practical implication is that Telkomsel prepaid cards must manage customer value as an important factor influencing customer satisfaction as well as service quality as the most important factor influencing purchasing decisions and managing customer satisfaction as the most important factor influencing purchasing decisions. Keywords: Customer Value, Service Quality, Customer Satisfaction, and Purchase Decision.

Empowering Consumers Through Self-Service Technology: A Comparative Analysis

This study tests consumer evaluations of services with the adoption of self-service technology (SST) in the hospitality service context. We revised the conventional consumer evaluation model by incorporating the concept of consumer empowerment to capture the consumer experience with the technology. This model was tested in a two-stage process using data collected from the consumers of clubhouses in Singapore before and after the adoption of SST. We found that structural relationships among service quality, customer satisfaction, and customer loyalty were established with consistent pre- and post-adoption, and that consumer empowerment has positive effects on service quality, customer satisfaction, and loyalty. Moreover, the adoption of SST increased customer loyalty but did not increase service quality or customer satisfaction. The study’s results suggest that the focus when adopting SST should be on empowering consumers, which should also be incorporated into managing customer satisfaction.

Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews

In recent years, there has been proliferation of grocery mobile apps as grocery shopping on mobile has found increasing acceptance among customers accelerated by multiple factors. Maintaining high level of customer satisfaction is important for grocery mobile apps in the highly competitive app market. Online reviews have been a rich source of information to analyze customer satisfaction with a product or service. This paper explores the determinants of customer satisfaction for grocery mobile apps using online reviews. Latent Dirichlet Analysis (LDA), which is a text mining technique, is used to analyze online customer reviews of 27,337 customers to identify determinants of customer satisfaction. The determinants identified were further analyzed using a series of analysis to understand the importance of each determinant. Dominance analysis examined the relative importance of the determinants of customer satisfaction based on the overall rating. Correspondence analysis identified determinants which cause satisfaction separately from the determinants which cause dissatisfaction. The results from this study will provide insights to business managers of grocery mobile apps for decision-making on customer satisfaction management.

How Are Guests Satisfied?

Online reviews provide a wealth of information on how customers assess the different attributes of a service. Research shows that the performance of hotel service attributes is expected to have asymmetric effects on customer satisfaction. The purpose of this study is to analyze online reviews and determine whether different hotel service attributes have asymmetric or symmetric effects on hotel customer satisfaction and how these effects differ for different customer segments. Positive and negative comments on hotels are analyzed using the three-factor theory and penalty-reward contrast analysis. Results show that the most important service attributes for customer satisfaction and dissatisfaction (hybrids) are location/access and personnel quality. All other attributes are either frustrators (cleanliness, process quality, perceived value) or dissatisfiers (installation quality, room quality, food quality). However, when the sample is split into business (solo and groups) and leisure (solo, groups, families, couples) results differ by customer segment. Results show that there should be a customized approach to managing customer satisfaction based on online reviews where service attributes are prioritized differently according to their importance for the satisfaction of different customer segments.

Hyper-personalization for enhancing customer loyalty and satisfaction in Customer Relationship Management (CRM) systems

Hyper-personalization for enhancing customer loyalty and satisfaction in Customer Relationship Management (CRM) systems

ВПЛИВ ФАКТОРІВ ПОПИТУ НА ЗАДОВОЛЕНІСТЬ ТА ЛОЯЛЬНІСТЬ СПОЖИВАЧІВ ЕКОЛОГІЧНИХ ТОВАРІВ ТА ПОСЛУГ

The study proved that the development of economic and marketing theories made it possible to substantiate the significant impact on the level of demand of factors other than price factors, namely: the number of goods, the price level of similar goods, the price level of substitute goods, the price level of related goods, the level of income consumers, consumer preferences (taking into account advertising, fashion, traditions, tastes), level of consumption (with distribution into consumer groups), consumer expectations, etc. The experience of customer interaction with environmental goods and services can be evaluated using scoring models: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Satisfaction Index (CSI) and indicators of the dynamics of the loss of the customer base (Churn) and maintenance of the client base (Retention). In the context of the formation of a "green economy" and ensuring the implementation of the Millennium Development Goals, the environmental orientation of a product or service can be a key aspect of a consumer’s decision regarding a specific product or service. In addition to scoring models, it is possible to evaluate and manage the loyalty of consumers of environmental goods and services on the basis of Account Experience Models, Apostle Loyalty Model, Attitudinal Loyalty Model and Dynamic Model of Customer Loyalty). Customer satisfaction management based on the automation of customer account processing processes is a certain way to "monetize" long-term loyalty. Thanks to modern software solutions that specialized consulting firms offer businesses, opportunities are created to track the impact of loyalty indicators on income in real time. Modern studies of consumer behavior in the market of environmental goods and services provide for the selection of five main consumer segments (generation Z, millennials, baby boomers, generation X, the largest generation), which have significant differences in preferences, attitudes towards the process of purchasing goods and services, financial costs. According to the selected consumer segments, it is proposed to use artificial intelligence to model the customer’s value (Life Time Value, LTV) considering the environmental orientation of the product or service.

Managing Customer Satisfaction and Customer Loyalty in Organizations

Companies require managing customer satisfaction and loyalty to achieve growth. The objective of the study is to analyze how companies manage customer satisfaction and loyalty. The methodology adopted is a conceptual analysis of the various aspects of management of customer satisfaction and loyalty in companies. Companies require appreciating the importance of product and service qualities as drivers of customer satisfaction. They should keep track of customer satisfaction levels through effective measures. They require building customer loyalty through various strategies viz. close interactions with customers and development of loyalty programs and brand communities. They should adopt effective initiatives for managing customer satisfaction and loyalty. Academics may suggest better practices for managing and measuring customer satisfaction and loyalty. Practicing managers may adopt the best practices which will enable them to have effective management of customer satisfaction and loyalty and effective measures of customer satisfaction levels and achieve business excellence.

E-Commerce, Customer Relationship Management and Artificial Intelligent amid COVID-19

Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs. Simultaneously, this customer behaviour is anticipated by business people by improving CRM as an effort to manage customer satisfaction. Some results in different countries are not always the same response between CRM and e-commerce.

보험설계사의 역량이 보험회사 및 고객만족도와고객충성도에 미치는 영향

This study exams whether consultant’s capabilities is linked to customer satisfaction and customer loyalty, and the competence of an improved consultant’s capabilities affects the customer. The results are as follows. First, the higher the professionalism of the financial consultant, the more positive (＋) the impact on the insurer, and the higher the reliability and productivity of the financial consultant, the more positive (＋) the relationship. Second, the hypothesis that the higher consultant’s capabilities, the higher the customer satisfaction level was rejected. However, hypotheses 2-2 and 2-3 were adopted that the higher the reliability and productivity of financial consultant, the higher the customer satisfaction. Third, the better the insurance company, the higher the customer satisfaction. Fourth, the higher the customer satisfaction, the higher the customer loyalty. Through this study, insurance companies are expected to make more efforts to improve the professionalism, reliability, and productivity of insurance solicitors. In addition, good insurance companies are expected to achieve customer satisfaction management and continuous growth with the high competency of insurance agents.