Customer Satisfaction Variables Research Articles

PENGARUH KUALITAS PRODUK, BRAND IMAGE, DAN KEPERCAYAAN MEREK TERHADAP KEPUASAN PELANGGAN SKINCARE AVOSKIN

This study aims to investigate how product quality, brand image, and brand trust affect consumers' satisfaction with Avoskin Skincare. Quantitative research methodology is applied. Analysis of data with Smart PLS 3.0. Direct distribution of questionnaires to respondents is how data collecting is carried out. Students from Muhammadiyah University of Surakarta's Faculty of Economics and Business participated in this study as respondents, with a sample size of 100 individuals. The study's findings demonstrate that consumer satisfaction is positively impacted by the factors of product quality and brand trust. On the other hand, there is no correlation and no significance between the brand image and customer satisfaction variables.

Effects of Information Communication Technology and Customer Service on Customers’ Satisfaction: A Study of the Courier and Parcel Industry in Nigeria

The study investigates the effects of information communication technology and customer service on customers’ satisfaction in the courier and parcel industry in Nigeria. Correlation design was used to investigate the relationship between the independent variables ICT and customer service and the dependent variable customer satisfaction. Questionnaire was administered conveniently to sample 220 customers of the courier and parcel industry in Nigeria, and data analysis carried out using SPSS version 21. The study revealed a significant relationship between ICT and customer satisfaction in the courier and parcel industry in Nigeria. Also, the study found a positive relationship between customer service and customer satisfaction in the courier and parcel industry of Nigeria. Practical implication for service managers and direction for future studies are presented.

The Influence Of Service Quality, Company Image And Consumer Trust On Customer Satisfaction Pt. Indonesian Commuter Trains

This study aims to analyze the effect of service quality, company image and consumer confidence on consumer satisfaction. In this study using primary data obtained from distributing questionnaires to 100 KRL transportation service customers at PT. Kereta Commuter Indonesia. This research uses descriptive analysis and inferential analysis, and analyzed using multiple linear regression correlation analysis, the model feasibility test, and hypothesis testing. The results of this study indicate that there is a positive and significant effect on customer satisfaction. The results of the multiple linear regression equation are Y = 0.672 + 0.211X1 + 0.245X2 + 0.278X3 The feasibility test of the model in the R2 test shows that service quality, company image and consumer trust have an effect of 59.2% on consumer satisfaction. In the results of hypothesis testing (t test) obtained a significant value on the quality of service veriabel of 0.001, a significant value on the corporate image variable of 0.005, and a significant value of consumer trust variables of 0.004, it can be concluded that it means partially the three independent variables have a positive influence and Significant to the dependent variable is the variable customer satisfaction at PT. Kereta Commuter Indonesia.

Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Jasmine Salon Beauty Dan SPA Kabupaten Toraja Utara

The Influence of Service Quality and Customer Loyalty at Jasmine Beauty Salons and Spa North Toraja District". The purpose of this study was to find out whether there is an influence of service quality and customer satisfaction on customer loyalty in the Jasmine Beauty Salons and Spa in Tallunglipu Sub-Dstrict, North Toraja District . Data collection procedures from this study are: observation, questionnaires, and documentation. The data analysis technique is quantitative with multiple linear regression tests. The results of calculations with the F test obtained the results of F count 43,165 with F table 3.090. Based on the results of calculations with the T test on the cooperative image variable, the result is T count (2,734) < T table (1.986) and on the service quality variable, the result is T count (4,458) > T table (1.986). The conclusion of this study is that the service quality variable has no effect on loyalty customer at the Jasmine Beauty Salons and Spa North Toraja District and the customer satisfaction variable has an effect on loyalty customer at the Jasmine Beauty Salons and Spa North Toraja District.

Does Customer Relationship Management and Customer Satisfaction affect PT. JNE Pusat Banjarmasin Customer Loyalty?

This research is motivated by the development of competition in the business world, and especially companies engaged in the service sector. It requires companies to always survive in managing their business by maintaining good relationships with customers and increasing customer satisfaction. Therefore, companies carry out marketing strategies often referred to as CRM (Customer Relationship Management) and customer satisfaction to maintain customer loyalty. This type of research is field research using quantitative research methods. The results showed that the CRM variable partially did not affect customer loyalty at PT. JNE Pusat Banjarmasin, with the t-test results where the t hitung is 0.693 <t tabel 2.020 and the value of Sig. 0.492 > 0.05. At the same time, the variable customer satisfaction has a positive and significant effect partially on customer loyalty at PT. JNE Center Banjarmasin, with the t-test results where t count is 4.839 > t table 2.020 and the Sig level is 0.000 <0.05. For the F test, the CRM variable and customer satisfaction influence customer loyalty at PT. JNE Pusat Banjarmasin, where the Fcount value is 37.852 > Ftable 4.07, and the Sig. 0.000 < 0.05.

Pengaruh Perceived Value Terhadap Kepuasan Tamu Di Grand Buana Lestari Hotel

Guest expectations are still not in accordance with the facilities offered, lack of interest of guests to visit again, reluctance to recommend the hotel to guests, uncomfortable breakfast atmosphere and efficiency of room service time in fulfillment. . the wishes of the guests. The purpose of this study is to analyze the effect of perceived value on customer satisfaction. The research used in this study is descriptive with quantitative data. The study sample consisted of 122 guests using non-probability sampling. Data was collected using Likert scale. Data is processed with SPSS 25.00. The perception value is in the fairly good category or 47.54%. In addition, the variable of customer satisfaction is in the good category, namely. 46.5% The influence of perceived score (X) affects guest satisfaction (Y), score 11.4% and other factors by 88.6%. The results of multiple linear regression analysis obtained a calculated F value of 1.696 with sig. 0.000 < 0.05, meaning that the perceveid value variable on guest satisfaction has a significant effect, and a t score of 1,302 with SIG is obtained. 0.000 < 0.05

The Influence of Green Marketing on Repurchase Intention and Customer Loylaty Through Customer Satisfaction as a Mediation Variable

This research aims to determine the direct influence of green marketing on repurchase intention and customer loyalty and how much customer satisfaction is a mediating variable between Green Marketing on Repurchase Intention and Customer Loyalty on Uniqlo products. The research method used uses a quantitative approach with the explanatory research type. The sample used was 270 respondents, and data collection was done using a questionnaire. The dependent variable in this research is Green Marketing (X). In contrast, the independent variables are Repurchase Intention and Customer Loyalty (Y), while the Customer Satisfaction variable is a Mediation variable (Z). Data analysis used in this research uses the Smart Partial Least Square (PLS) method. The study's hypothesis testing yielded significant findings. Firstly, green marketing positively impacts customer satisfaction, loyalty, and repurchase intention for Uniqlo products, supported by prior research. Secondly, customer satisfaction and loyalty are interlinked, as validated by existing literature. Thirdly, the influence of green marketing through customer satisfaction and repurchase intention significantly affects customer loyalty. These findings emphasize the importance of green marketing strategies in enhancing customer relationships and brand loyalty for Uniqlo products.

CUSTOMER SATISFACTION MEDIATES GREEN MARKETING AND BRAND IMAGE ON CUSTOMER PURCHASING DECISIONS AT KFC AHMAD YANI PADANG

This study aims to determine how much influence green marketing and brand image have on customer purchasing decisions through customer satisfaction as an intervening variable at KFC Ahmad Yani Padang. This study consists of two independent variables, namely green marketing and brand image and one variable of customer purchasing decisions and intervening variable customer satisfaction. The analytical method used is path analysis. The method of data collection in this study was to use a questionnaire filled out by respondents, namely KFC Ahmad Yani Padang customers. The results obtained based on the Partial Test (t test) obtained: a) there is no significant effect of green marketing on customer satisfaction at KFC Ahmad Yani Padang, b) there is a significant influence of brand image on customer satisfaction, c) there is a significant influence of green marketing on decisions purchasing, d) there is a significant influence of brand image on purchasing decisions, e) there is a significant influence of customer satisfaction on purchasing decisions, f) customer satisfaction can mediate the effect of green marketing on purchasing decisions. g) customer satisfaction cannot mediate the effect of communication on purchasing decisions.

Enhancing Customer Loyalty: Optimizing Barista and Store Atmosphere for Increased Customer Satisfaction

The aim of this study was to investigate the impact of store atmosphere and baristas on customer loyalty, mediated by customer satisfaction as an intervening variable. The study was conducted with the hope of enhancing customer loyalty in coffee shops located in the city of Cirebon. Convenience sampling was employed in this study. The primary data was collected by distributing questionnaires to 115 consumers in coffee shops located in Cirebon city. The data was analysed using partial least squares (SEM-PLS) structural equation modelling with the Smart-PLS 3.0 application. The study's results indicate that the store's atmosphere has a positive impact on customer satisfaction and loyalty. Additionally, the barista variable was found to have a positive effect on customer satisfaction and loyalty. It was found that the customer satisfaction variable mediated the relationship between store atmosphere and baristas on customer loyalty. Achieving customer loyalty is not solely dependent on the store atmosphere and baristas. It is important to explore other variables that can contribute to this goal. Future researchers should investigate these variables further.

The Influence of Visitor Satisfaction on Hotel Customer Loyalty

The reduction in visitors to accommodation or hotels is certainly due to several factors, both external and internal hotel factors. This could include customers being dissatisfied with the results of their visit, so they no longer want to visit the hotel. Therefore, this research will test whether customer dissatisfaction affects hotel visitor loyalty. The data collection method uses verification and descriptive methods. The research results show that customer satisfaction is generally quite high to very high. In this customer satisfaction variable, system satisfaction is the largest, and company satisfaction is the smallest. The biggest aspect is that the hotel can evaluate the benefits obtained by customers, and the statement that customers are satisfied with good and fast customer behavior the smallest aspect is that the hotel is less able to establish quality relationships and in the statement, it lacks a high commitment to cooperation with customers.

Effect of Trust, Quality of Service to Jne Express Consumer Satisfaction in Sampit District, Kotawaringin Timur District

The purpose of this study was to determine the factors that influence consumer satisfaction with JNE Express freight forwarding services in Sampit District, Kotawaringin Timur. District, in the study of 100 people using the Slovin formula. By using the Accidental Sampling method. With the provisions of the data analysis in this study is quantitative using multiple linear regression method and the data is analyzed using the SPSS V.23 program. Based on the results of this study indicate that Trust and Service Quality significantly influence Consumer Satisfaction in JNE Express freight forwarding services in Sampit District, Kotawaringin Timur Regency. Simultaneously the independent variable (Trust and Service Quality) significantly influences the dependent variable (Customer Satisfaction) on JNE Express freight forwarding services in Sampit District, Kotawaringin Timur Regency. R Square value of 0.571 or 57.1% means the variable Customer Satisfaction is influenced by the Trust and Quality of Consumers while the remaining 42.9% is influenced by other variables not used in this study.

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

The aim of this study is to provide qualitative evidence related to the variables of this study from sources derived from national and international indexed journals or scientific articles found through Google Scholar. Researchers then make recommendations from their own perspectives. The research method used in this qualitative study uses a mini-review approach to achieve the research objectives. A mini-evaluation of the variables is done by reading and analyzing dozens of peer-reviewed journal articles. Research results, although still minimal and far from perfect, meet expectations and at least contribute to science and knowledge, especially in the areas of marketing management, service quality variables, customer satisfaction, and revenue improvement. I found out that there is. Just as customer satisfaction variables affect hotel room occupancy, service quality also affects hotel room occupancy. Increasing the above variables should always be done within the study population, especially for guests staying directly at the hotel. It should also be done in future research. There are gaps in other variables that could be used for future research, such as price, advertising, location, loyalty and brand image variables.

Measuring the impact of healthcare service quality of hospitals on customer satisfaction

Various studies have been conducted to measure the level of service provided by an institution or service, including hospitals, in order to determine the level of customer satisfaction. The purpose of this research is to assess the role of the quality of services offered by a hospital in predicting customer satisfaction. This study was conducted at Bunda Purwokerto Hospital. The participants consisted of 380 samples. Hypothesis testing using the Smart PLS method yielded an R-square value of 0.413 for the customer satisfaction variable. The results of H1 revealed a favourable influence on the satisfaction of outpatient patients at Bunda Purwokerto Hospital. The original sample produced a coefficient of 0.130, a t statistic of 2.163 (> 1.96), and a p-value of 0.031 (< 0.05). The relationship between trust and job performance was deemed positive and significant, as evidenced by the t-statistic exceeding 1.96. This study confirms that an improvement in the quality of healthcare services shapes patient satisfaction and loyalty. Aspects encompassing healthcare service quality, such as the physical environment, customer-oriented atmosphere, responsiveness, effective communication, privacy maintenance, and safety, demonstrate a positive correlation with patient loyalty towards the hospital’s image.

SERVICE QUALITY IN CONTRACT CATERING SERVICES AND CUSTOMER SATISFACTION IN UNIVERSITIES NAIROBI CITY COUNTY KENYA.

The rapid growth and increase in contract catering services in universities in Kenya seek to lower costs and respond to the high level of competition. The main purpose of this study was to examine the influence of service quality in contract catering services on customer satisfaction in universities in Nairobi City County, Kenya. The study specifically sought to assess the influence of service quality in contract catering services on customer satisfaction in universities in Nairobi City County, Kenya. The study adopted a descriptive cross-sectional survey design. The target population was selected universities in Nairobi City County, Kenya. Purposive and stratified random sampling techniques were adopted in selecting the target population of universities. The target population was segmented into two groups based on the category of the university, either public or private university. The sampling technique for management staff respondents was purposive sampling, while the students' respondents were calculated using the Cooper and Schindler formula. The study adopted an interview guide and questionnaire data collection instrument. Data were collected from 276 respondents, with multi-level random sampling of 270 students, of which 224 (63.82%) returned, and 45 contract catering managers, university directors of catering, and procurement managers, of which 33 (73.33%) responded. Expert review was used to pretest the questionnaire before the actual study.The study adopted Cronbach's alpha formula to test the reliability of the instrument, and coefficients ranging from 0.65 to 1 were considered adequate for data analysis. The study collected primary data, which was analyzed through descriptive statistics and inferential analysis about the management and students' views and perceptions. Data were then reported in tables, bar graphs, and percentages, along with verbatim quotes. For inferential statistics, Pearson correlation analysis was used to examine the relationship between the independent variable service quality and the dependent variable customer satisfaction of the study to test the hypotheses. Simple regression results revealed that at a 5% level of significance and 95% level of confidence, the tested variables had p-value confidence levels of 0.000 for service quality, which had a positive statistically significant relationship with customer satisfaction. The study concluded that the management of contract catering services influences customer satisfaction, where the positive independent variable, service quality, enhances customer satisfaction. The study recommends that university management requires further similar studies to be done in other universities and colleges in Kenya with the aim of evaluating the influence of service quality in contract catering services on customer satisfaction in universities. This should aim at establishing if similar challenges in the management of contract catering services are a replica in other institutions worldwide.

Exploring the Effect of Marketing Factors on Customers’ Online Purchase Intention Using the Stimulus Organism Response (SOR) Framework

Using the stimulus organism response (SOR) framework, we developed an experimental study and tested the impact of marketing factors such as website appearance, celebrity endorsement, and privacy/security (S) on customer satisfaction trust (O), and online purchase intention (R). The data were collected from online shoppers from India. This study utilized a purposive sampling technique. The Descriptive statistical analysis analysis through SPSS. The hypothesis testing through SMART PLS 3.0. The results revealed that all hypotheses were significant, except, for the variables customer satisfaction and celebrity endorsement. According to the findings of this investigation, customer satisfaction and trust mediate the relationship between marketing elements and online intention to buy. This study is an attempt to analyze the effect of marketing elements on online purchase intention within the Indian environment, presenting numerous conclusions and recommending future research prospects. Furthermore, the study provides insight into how individual traits influence the online consumer decision-making process, leading to more tailored knowledge. This research aims to enhance the existing comprehension of the dynamic correlation between marketing aspects and customers' inclinations to make online purchases. The findings obtained from this study hold significant value for marketers aiming to navigate the intricate realm of e-commerce and enhance their tactics to align with the changing demands and expectations of online consumers.

Pengaruh E-Service Quality dan Customer Satisfaction Terhadap Customer Loyalty pada Konsumen Grab di Fisip Universitas Hang Tuah Surabaya

Customer loyalty is an important aspect for service/product provider companies because it is one of their valuable asset. There are also several aspects related to customer loyalty such as e-service quality and customer satisfaction. This study aims to examine the effect of e-service quality and customer satisfaction on customer loyalty among Grab consumers at FISIP Hang Tuah University, Surabaya. This research was conducted on Grab consumers at the Faculty of Social and Political Sciences, Hang Tuah University, Surabaya. There are subjects taken using a purposive sampling technique totaling 65 people. The data analysis technique used is multiple linear regression. Based on the results of hypothesis testing found a significant value of 0.000, sig <0.05, otherwise the correlation coefficient value is 40.705, which means that the t count is greater at N = 65 and a significance level of 5%, namely 2.75 (40.705 > 2.75) The result shows that the e-service quality and customer satisfaction variables have a positive and significant effect on customer loyalty. This means that the higher the service quality, the higher the customer loyalty. E-service quality and customer satisfaction have an effect of 55% on customer loyalty, the remaining 45% is influenced by other factors.

Effect of Digital Marketing Channels on Consumer Buying Intentions in FMCG Industry in Pakistan

Digital marketing and Advertising are pivotal in increasing customer information and awareness towards products and services and engaging them in decision-making. Digital mediums are persuasive advertising mediums, and due to the advent of technology and innovation, digital marketing and advertising are important. For instance, YouTube is used as a persuasive medium for advertising and shapes consumer decisions toward purchase. This research is based on the post-positivism research paradigm, and it is quantitative. For this purpose, the researcher used the questionnaires to collect data and performed hypothesis testing. The research was conducted based on FMCG product purchases and data collected from consumers of FMCG brands who are watching Digital advertising and are involved in purchase decisions. The data was collected through Google survey forms from the 385 respondents based on convenience sampling. The collected data was processed through Smart PLS and reliability tests, correlation analysis and regression analysis. The results were analyzed based on reliability; the results are consistent, and more than 70% accuracy was found in data collection. All the variables, including Digital Advertising, use of social media, Content Marketing, Product appeal, and Digital Display, have a significant impact on mediating variable customer satisfaction and interaction and this significant impact on consumer buying intentions. One hypothesis is rejected as content marketing in this case in significant variables, and all variables are significant with mediating and moderating impacts on consumer buying decisions.

The Influence of Product Quality and Physical Environment on Repurchase Interest Through Customer Satisfaction of Warteg Kharisma Bahari in Bekasi City

The purpose of this study is to determine and analyze the effect of product quality and physical environment on repurchasing interest through customer satisfaction on Warteg Kharisma Bahari in Bekasi City. This research is quantitative research using a descriptive correlation design with a cross sectional approach. The population in this study are the customers of Warteg Kharisma Bahari in Bekasi City whose number is unknown. The sample in this study was 100 people who were taken by non-probability sampling technique with incidental sampling technique. The data collection technique is by using a questionnaire. The analytical method used are descriptive analysis method and path analysis method. The results showed that the product quality variable and the physical environment variable simultaneously had a positive and significant effect on customer satisfaction. Product quality and physical environment variables have a negative and not significant effect on repurchasing interest. The variable of customer satisfaction has a positive and significant effect on repurchasing interest. Furthermore, the customer satisfaction variable is able to mediate between the product quality and physical environment variables on the repurchasing interest variable.

Analysis of the Influence of Product Quality, Service Quality and Distribution Channels on Customer Satisfaction at PT Suminsurya Mesindoleestari

The aim of this research is to analyze the influence of product quality, service quality and distribution channels on customer satisfaction at PT Suminsurya Machinedolestari. The research method used in this research is quantitative research. The sampling technique used simple random sampling and a sample size of 50 customers was obtained. The research results obtained from this research show that from the results of the t test, the tcount results for all variables are greater than ttable and the significance is smaller than 0.05, so it can be concluded that partially product quality has a significant effect on customer satisfaction, partially service quality has a significant effect on customer satisfaction and partially distribution channels have a significant effect on customer satisfaction. From the results of the F test, it was found that simultaneously the three customer satisfaction factors, namely product quality, service quality and distribution channels, had a significant effect on customer satisfaction with a Fcount value greater than Ftable (14.824 > 2.80) and a significance of 0.000 which was below 0. 05. From the results of the coefficient of determination test, it was found that 45.8% of the customer satisfaction variable was influenced by product quality, service quality and distribution channel variables, while the remaining 54.2% was explained by the influence of other factors or variables outside of the research such as price, brand image. , and others not discussed in this study.

Comparative Analysis of Service Quality, Price Perception and Product Quality on Consumer Satisfaction at Indomaret and Alfamart Minimarkets in Indonesia

This study aims to determine differences in consumer satisfaction as the dependent variable (Y) and the independent variable (X) are service quality, price perception, and product quality at Indomaret and Alfamart minimarkets in Indonesia. The population is someone who has bought products at Indomaret and Alfamart throughout Indonesia. This study involved two categories, so that the sample for both categories was 30 respondents. The research data used are primary and secondary data with data collection techniques using an online questionnaire instrument with a google form application and data measurement using a Likert Scale. The data were analyzed by Independent Sample T-Test using SPSS, and the results showed that the variables of service quality (X1), price perception (X2), product quality (X3), and customer satisfaction (Y) at Indomaret and Alfamart are the same or there is no difference, and strengthened by the probability value of all variables is Sig. (2-tailed) > 0.05.Keywords: service quality, price perception, product quality, Indomaret, Alfamart