Perspective Of Customer Satisfaction Research Articles

Vehicle routing problem for fresh products distribution considering customer satisfaction through adaptive large neighborhood search

To deal with the fresh products distribution problem in city logistics, this paper focuses on the customer psychological behavior considering both delivery time and the fresh products quality from the perspective of customer satisfaction. Thereby, we propose a mixed-integer nonlinear programming model, among which a time satisfaction function depending on customers’ time windows and a quality satisfaction function considering the freshness of the products are introduced as constraints. Then, an improved Adaptive Large Neighborhood Search algorithm is designed with a new strategy to jump out of the local optimal solutions and with new operators considering satisfaction functions. Numerical experiments on benchmark instances of standard Solomon instances demonstrate the effectiveness and the efficiency of the proposed method. The calculation results showed that the proposed algorithm is superior to previous approaches by obtaining better feasible solutions with less calculation time. Furthermore, managemental insights are provided for enterprises on making wise investments while ensuring customer experience through optimizing distribution strategies.

Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspective

Exploring the impact of InsurTech adoption in Indian life insurance industry: a customer satisfaction perspective

Measurement of Hospital Performance in the Border Region of Timor Leste through Customer Satisfaction Aspects

Kefamenanu Regional General Hospital is the only government hospital in North Central Timor Regency (TTU) as a provider of health services in Kefamenanu City which is a border area. The current presence of the Leona Private Hospital in the district directly forces the Kefamenanu Hospital to improve services so as not to lose credibility in the community. Kefamenanu General Hospital must strive to provide quality health services for the community by formulating a vision, mission, goals, objectives and indicators of success as outlined in a strategic plan. In this article the discussion focuses on aspects of customer satisfaction. The results of the study show that from the perspective of customer satisfaction, it is in the "Satisfied" interval so that the performance of Kefamenanu Hospital can be said to be "Good".

Fulfilment Level of Customers and Competitive Patterns of White Goods in Kanyakumari District

Objective: The study aimed to evaluate and analyze customer satisfaction and competitive trends in the white goods industry, focusing on washing machines in the Kanyakumari District, Tamil Nadu, India. The research centered around three main brands: Videocon, MIDEA, and Hilton. Theoretical Framework: The research was grounded on key theories related to consumer behavior, competitor analysis, and customer satisfaction. These concepts were considered vital in influencing market dynamics and shaping business strategies within the industry. Method: The study employed an empirical analysis, which involved surveying users of the three washing machine brands in the Kanyakumari district. The factors assessed were brand image, product features, design, pricing, after-sales services, and durability. Results and Conclusion: Most consumers in the Kanyakumari district preferred semi-automatic washing machines. Videocon was favored due to its affordable pricing and product features, MIDEA for its brand image and aesthetics, and Hilton primarily for its low price. In terms of customer satisfaction, Videocon emerged as the top scorer, trailed by MIDEA and Hilton. Implications of the research: The research's findings could assist companies in the white goods sector in understanding the factors influencing consumer behavior and competitive trends, thereby enabling them to refine their strategies. The study offers an in-depth perspective of customer satisfaction and competitive trends in the white goods industry. Originality/Value: This research contributes to the existing body of knowledge by offering a detailed examination of customer satisfaction and competitive trends in the white goods industry within the specific context of the Kanyakumari district. Its findings hold value for academic researchers and business strategists alike in this sector.

Implementation of The Balanced Scorecard Method in Determining Performance Measures in Higher Education Institutions (Case Study: ITB Swadharma)

To compete in higher education, ITB Swadharma needs to enhance its competence by designing and implementing effective strategies in managing higher education that align with its vision and mission. The success of management strategy can be achieved through a comprehensive evaluation of ITB Swadharma's management effectiveness. The Balanced Scorecard method and the interaction between ITB Swadharma's management and the PMB entity's management can be used to create a Balanced Scorecard strategy map. This map involves three strategic objectives from the perspective of development and advancement of learning, three strategic objectives from the perspective of internal business process efficiency, four strategic objectives from a customer satisfaction perspective, and two strategic objectives from the perspective of financial stability. To achieve these two strategic objectives in terms of financial aspects, a lagging indicator is required. Each strategic objective from the customer perspective requires actions. Strategic Objective 1 from the internal business process perspective requires 5 measurements, Strategic Objective 2 requires 3 measurements, and Strategic Objective 3 requires 3 measurements. Meanwhile, from the perspective of learning and growth, Strategic Objective 1 requires 1 measurement, Strategic Objective 2 requires 3 measurements, and Strategic Objective 3 requires 1 lagging indicator measurement and 1 leading indicator measurement.

Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya

Achieving customer satisfaction is an important goal of the high-quality development (HQD) of the hotel industry. The purpose of this study is to summarize the spatial distribution characteristics and influencing factors of the HQD of the hotel industry to better help improve hotel customer satisfaction and realize the HQD of the hotel industry. Taking Sanya as an example, this study applied kernel density analysis, grid analysis and a geographically weighted regression (GWR) model to reveal the distribution characteristics and influencing factors of the HQD of the hotel industry. The research results show that (1) from 2010 to 2020, both budget hotels and luxury hotels showed an increasing trend year by year and the degree of spatial agglomeration was continuously strengthened. (2) The overall HQD of the hotel industry in Sanya is at a medium to high level, but the development between different regions is unbalanced. The HQD level of the hotel industry in the eastern part of the city is better than that in the western region. (3) There are significant differences in the HQD level and its spatial distribution characteristics of budget hotels and luxury hotels. (4) Hardware facilities, price levels, market popularity and traffic conditions have a positive impact on the HQD level of the hotel industry, while hotel scale and business prosperity have a negative impact on the HQD level of the hotel industry. The public service level does not pass the significance test. The conclusions of this study can provide theoretical reference for the decision-making of HQD of urban tourism.

Research on the Influence of Service Quality of Hotel Intelligent System on Customer Satisfaction Based on Artificial Intelligence Evaluation

In this paper, we analyze the service quality problems of hotels from the perspective of customer satisfaction and service, and propose corresponding solution strategies. This paper elaborates on the word vector of model input, and then focuses on the structure and calculation process of the two-channel RNN triplet block model proposed in this paper. According to the expression habits of daily emotional tendencies, the RNN ternary block structure is set up to capture the structure of emotional tendency expressions and strengthen the dependency relationship between emotional tendency expression words. Provide suggestions for the improvement of service quality of Guido Hotel based on the results of satisfaction analysis and customer questionnaire. By comparing the experimental results, the effectiveness of the two-channel RNN ternary block model in the hotel review sentiment tendency analysis task is verified.

A Holistic Perspective of Customer Satisfaction Towards Green Banking Practices

The banking sector is the financial pillar of any nation that stabilizes the economic and financial conditions of the country. In the present scenario of global pandemic covid 19, this sector has got highly developed with the usage of innovative current practices. One of these is going green which converts traditional banking into green banking that emphasizes safeguarding the environment from depletion and putting less burden on resources. The current study focuses on the satisfaction of customers by making use of various green banking products and services. It is a survey-based study in which a structured questionnaire has been used for data collection through convenience sampling. First-hand data of 300 respondents have been collected from various banks of Punjab state. For result analysis percentages and factor analysis have been used. From analysis, two factors have been found safety & security arrangement and green technology which influences the satisfaction of customer most. This study will be very helpful for the banking industry and researchers in gauging customer satisfaction towards various green banking practices.

Assessing construction material manufacturers’ warehouse processes from a customer satisfaction perspective

Background: The objective of warehouse processes is to satisfy customer’s desires and requirements whilst using house, equipment and labour effectively. However, in Nigeria studies have revealed operational problems in warehousing and a lack of customer satisfaction in the delivery of construction materials. Objectives: The aim of this study was to evaluate the level of customer satisfaction with the delivery of construction material from the manufacturers’ warehouses to customers or other terminals, with a view to improving the operations. Method: This article adopted a case study research design method in which quantitative data were collected and analysed. The target population was the North-Central geo-political zone of Nigeria. A total of 32 construction material manufacturers were purposively selected from the zone. The observation and measurement approaches were adopted for data collection. A total of 72 customers’ orders were observed and recorded to be representative of deliveries from the sampled ( n = 32) manufacturers’ warehouses to other terminals. A customer quintile benchmark metric was also adopted for analysis and for comparing field results with best practices. Results: The findings revealed that the involved construction material manufacturers’ warehouse processes, were suboptimal and ineffective in terms of perfect order completion and total order cycle time. These results indicated major opportunities for improvement. Conclusion: This article concludes with providing construction material manufacturers with information about their warehouse processes that might help to ensure that the construction material arrives at its final destination in optimal quality, time and cost.

Evaluasi Faktor Keberhasilan Sistem Informasi Transportasi Online Berbasis Mobile Dalam Perspektif Kepuasan Pelanggan

Abstract - One of the most important sectors in determining the success of the development process in developing countries is transportation. Existing transportation such as land, air and sea transportation. Of the three types of transportation, in Indonesia, the fastest development of island transportation. The rapid growth of transportation is evidenced by the increasing number of motorcycle transportation by 7.40% per year. This amount is supported by factors in the development and utilization of information technology that is increasingly growing in Indonesia. Behind that, it turns out there is support from the many companies developing technology to build transportation applications. As with online transportation that can provide land transportation facilities only by utilizing smartphone technology. The development of online transportation is one of the important factors in the use of transportation vehicles in Indonesia. Previous transportation has the facilities and infrastructure in the use of transportation is still minimal, namely the lack of providing services to the community so that people do not feel satisfied. Therefore, we conducted a study to evaluate the success factors of using land transportation from an online transportation application in the perspective of customer satisfaction using the AHP method that can overcome complex, unstructured problems such as expert thought, from the results obtained by the main factors that are very influential with the success of an application can be seen from the level of technological confidence of the application . Keywords : Success Factors , Customer Satisfaction .

An Empirical Study on the Influencing Factors of Customer Satisfaction in Campus Cafes

Some literatures on the cafes and customer satisfaction of university libraries are reviewed. The relevant theories of customer satisfaction are applied to the campus coffee shop industry. From the perspective of customer satisfaction, the model of the factors affecting customer satisfaction is constructed. In view of the research on the factors affecting customer satisfaction in coffee shops in China, PZB model, Kano model and self-built model are used more. In view of the satisfaction of college students on campus cafes, this paper attempts to comprehensively apply the research model of customer satisfaction in various countries to construct the framework of relationship between customer satisfaction and various influencing factors and conduct empirical research in this field. Firstly, the literature review method is used, followed by the questionnaire survey method. Finally, the statistical software SPSS is used to analyze the survey data. The research shows that the corporate image has a significant positive impact on customer satisfaction, consumer expectation on customer satisfaction, perceived value on customer satisfaction.

The effects of adverse drug reactions on patients’ satisfaction: Evidence from publicly available data on Tamiflu (oseltamivir)

BackgroundDespite the fact that user-generated data are widely used in medical informatics in general and for revealing side-effects of various pharmaceuticals in particular, recent studies have focused merely on methods of extracting information on side effects from unstructured or semi-structured reviews of specific medications without linking side effects to any outcomes. ObjectivesIn this study we demonstrate how user-generated online content on side effects experienced by patients while taking a pharmaceutical product can be used to do research after the drug has been introduced to the market, thus allowing to complement the results of official clinical studies and market research. In particular, we concentrate on revealing the contribution of various side effects to reported customer satisfaction with Tamiflu, a popular antiviral drug. MethodsPublicly available data from an online platform with reviews from patients are used as an input to the analysis that applies statistical and machine learning methods (multivariate logit models and classification trees) to investigate the relationships of side effects to demographic characteristics and to the overall satisfaction with the medication. ResultsWe prioritized side effects of Tamiflu based on the significance of their association with patient’s ratings published at one of the well-known drug discussion forums. Among all types of side effects used in our study, the neuropsychiatric symptoms and body pain are the most influential, followed by skin problems. Specific combinations of side-effects that are associated with low satisfaction were detected. ConclusionThe proposed analytical approach can help pharmaceutical companies to improve their products and/or medical guidelines associated with their products and figure out fighting which adverse effects should be given a priority from the customer satisfaction perspective.

Research on quality of banking services based on QFD and SERVQUAL model

The banking business continues to expand, and as a result, the quality of banking services put forward higher requirements. How to retain customers and how to improve marketing competitiveness became the biggest challenges for banks. Based on this analysis need, the quality function deployment (QFD) and SERVQUAL model were introduced in order to enhance banks customers' satisfaction. Firstly, the SERVQUAL model identifies customers' needs from the customer satisfaction perspective, and the weights of customer needs then identified through the analytic hierarchy process (AHP). The QFD method analysed the relationship between customer demand and quality of service features to determine the bank's current key service features. Through effective usage of the data gathered, the analysis determines suggestions and recommendations for quality banking services improvements.

Research on quality of banking services based on QFD and SERVQUAL model

The banking business continues to expand, and as a result, the quality of banking services put forward higher requirements. How to retain customers and how to improve marketing competitiveness became the biggest challenges for banks. Based on this analysis need, the quality function deployment (QFD) and SERVQUAL model were introduced in order to enhance banks customers' satisfaction. Firstly, the SERVQUAL model identifies customers' needs from the customer satisfaction perspective, and the weights of customer needs then identified through the analytic hierarchy process (AHP). The QFD method analysed the relationship between customer demand and quality of service features to determine the bank's current key service features. Through effective usage of the data gathered, the analysis determines suggestions and recommendations for quality banking services improvements.

Corporate social responsibility, customer satisfaction, and financial performance: The moderating effect of the institutional environment in two transition economies

Corporate social responsibility (CSR) is a long-established topic in firms' operating process, yet few studies have examined CSR from the perspective of customer satisfaction and institutional environments. We fill the gap in the existing literature by exploring the roles of customer satisfaction and institutional environments as they pertain to the link between CSR efforts and financial performance, specifically in the context of transitional economies. In this work, we use a sample of 238 firms located in China and Vietnam. Our empirical results present several interesting findings: (a) the relationship between CSR efforts and financial performance is fully mediated by customer satisfaction; (b) good institutional environments positively strengthen the impact of CSR efforts on firms' customer satisfaction; and (c) there are significant differences in the moderating effect of institutional environments between the two countries that were sampled in this research. In the Chinese sample, the institutional environment positively moderated the relationship between CSR and customer satisfaction; while in the Vietnamese sample, the institutional environment positively moderated the relationship between CSR efforts and the return on sales (ROS). Based on these findings, we provide several recommendations for managers to effectively conduct CSR practices.

Do sales and service compete? The impact of multiple psychological climates on frontline employee performance

This research examines how employees’ climate perceptions – or psychological climate – influence their performance of climate-related outcomes. We focus on two specific climates arguably most relevant to boundary-spanning organizations: service and sales climates. Building from the resource-allocation framework, the authors examine the way employees reconcile these multiple psychological climates. Polynomial regression and response surface modeling are used to test for the influence of these distinct climates on employee outcomes using a sample of 252 marketing employees and their 68 immediate supervisors. Specifically, the authors examine relationships between service and sales climates and the employee performance outcomes of customer satisfaction, helping behavior, effort, and sales performance. Results provide insight into the benefits and pitfalls of sales and service climates co-existing. Specifically we find that while sales effort is highest in climates that heavily favor sales, sales performance may exist in both sales-favored and service-favored climates (yet not in the presence of both). From a customer satisfaction perspective we find no significant impact of increasing sales climate in the presence of high service perceptions. These findings – both significant and non-significant – provide implications for future research in the realm of service-sales ambidexterity and interface as well as insight and direction for frontline managers.

Do buyers express their true assessment? Antecedents and consequences of customer praise feedback behaviour on Taobao

Purpose The purpose of this paper is to empirically test a research model that incorporated antecedents of praise feedback behaviour (fear of confrontation and incentive for reducing nuisance costs), praise feedback behaviour (deliberatively praise feedback, casual praise feedback, and true compliment feedback) and consequences (trust and repurchase intention). Design/methodology/approach A structural equation model was employed to test the relationships of the research model using survey data collected from 398 Taobao consumers. Findings The results showed that fear of confrontation and incentive for reducing nuisance costs had a significant positive influence on deliberatively praise feedback and true compliment feedback, respectively, and both antecedents had a significant positive influence on casual praise feedback of consumers. It also showed that trust was influenced negatively by deliberatively praise feedback, and positively by casual praise feedback and true compliment feedback. Meanwhile, deliberatively praise feedback and true compliment feedback were found to have negative and positive influences on repurchase intention, respectively. Originality/value This research was a pilot study to identify a three-dimension conceptualization of praise feedback behaviour from the perspective of customer satisfaction, and to understand positive review bias from the perspective of input processes.

Manajemen SDM dalam kaitannya dengan upaya peningkatan mutu pendidikan di SMA Negeri 3 Magelang tahun pelajaran 2013/2014

The object of research is to know and discuss deeper about 1) the implementation of human resource management at SMA Negeri 3 Magelang. 2) the Effectiveness of management for human resource in SMA Negeri 3 Magelang in increasing of school quality. 3) the factors that support and obstruct the management of human resource in increasing the school quality at SMA Negeri 3 Magelang. The research is a descriptive-analytical nonstatistical research by using the qualitative approach and case study. The collecting data is through on observation, which the researcher functioned as an instrument for making on observation nonparticipant, deep interview and primer data resource and documentation study. The data is analyzed by using interactive analysis through 3 activities that are a reduction, display, and concluding. The validity of data is obtained through prolongation of participant and triangulation data. Based on the research is described that The result of the research data can be described that the management of SMA Negeri 3 Magelang human resource in general based on the deep observation and interview result supported with the document study has been very good. The effectiveness of human resource management in SMA Negeri 3 Magelang in terms of its efforts to improve the quality seen from the internal customer satisfaction perspective of teacher and staff, as matter of fact, it can be categorized as good, although this category has not fully touched all aspects of the satisfaction, especially aspects of physical development. Factors supporting the human resource management in SMA Negeri 3 Magelang in improving the quality of education: First, the school's vision that tries to do “ Prestige Work”. Second, the school leadership is democratic, participatory. Third, the human resource which always undergoes the improvement of the capability. Fourth, adequate available facilities support every activity. And fifth, a conducive culture that encourages the school community to keep improving their quality and ability. Factor-factors that can inhibit the human resource management in SMA Negeri 3 Magelang in the effort of improving the quality of education are: First, the welfare that still needs attention, especially for the teachers and staffs who are still private. Second, the clarity of career needs to be concerned, if this does not endeavor, it is worried it will also be able to influence and disturb the totality of their professional work. Third, the quality is not optimal qualified and valid communication in his socialization.

Determinants of Personnel Differentiation for Competitive Advantage: From the Perspective of Customer Satisfaction

Personnel differentiation has been viewed as one of the immeasurable competitive advantage for the service sector in the world. Such advantage or human resource based advantage is difficult for a competitor to imitate because the source of the advantage may not be very apparent to an outsider. If the service organization wants to achieve competitive advantage they must differentiate their personnel to satisfy their customer. Satisfied customer can loyal to the organization and loyal customer increases its profitability and sustainability. So, Different dimensions of personnel differentiation have been considered by various previous scholars. This study is an attempt to identify the factor causing personnel differentiation to satisfy customer for banking service for achieving competitive advantage. The study is exploratory in nature and uses Factor Analysis (Principal Component Analysis) to identify the most important factors of personnel differentiation which can help to achieve the competitive advantage of bank among 15 variables. The research methodology is empirical and a survey of different customers (sample-150) was conducted. The reliability test was used; the variable under study and sample size came reliable for the study. The findings reveal that six factors are considered important for determining personnel differentiation from the perspective of customer satisfaction. These factors are 'Visually Appealing personality and Tangibility '; 'Assurance'; 'Credibility and Accessibility';

Parents’ View of Child Care Quality: Values, Evaluations, and Satisfaction

Parents’ view of the quality of early childhood education and care services has mostly been addressed from the perspective of customer satisfaction. This study investigated parents’ view within a more comprehensive framework in which parents’ values of child care, their evaluations of their child’s experience at the service and overall satisfaction with the service were considered. In particular, the study explored how values and evaluations are related and how they affect overall satisfaction. A questionnaire including a total of 96 items was filled in by 2,936 parents of children attending infant-toddler day-care centres in Rome, Italy. Parents were asked to express their values regarding child care quality and evaluate specific aspects of their experience. Parents’ perspectives of both their child’s and their own experience of childcare services were addressed separately. Two principal component analyses were performed in order to identify latent dimensions underlying parents’ values about child care quality and their evaluations of the service attended by their child. The relationships between the different dimensions of value, evaluation, and overall satisfaction with their child’s and their own experience were explained through two path models, in which values predict evaluations and these, in turn, predict overall satisfaction. Results showed that parents have a multi-faceted view of child care quality and confirm the relevance of taking into account their point of view in an analysis of the quality of early childhood education services.