The increasingly competitive modern coffee industry requires businesses not only to offer quality products but also to create customer value and satisfaction in order to foster repurchase intention. This study aims to analyze the influence of perceived value and product quality on repurchase intention, with customer satisfaction as an intervening variable, among Fore Coffee customers in Semarang. The research employed a quantitative approach with an explanatory design. Data were collected through questionnaires distributed to 100 respondents who had purchased Fore Coffee products in Semarang, selected using purposive sampling. Data analysis was conducted using SmartPLS 4 through descriptive statistics, outer model testing, and inner model evaluation. The results show that perceived value and product quality have a positive and significant effect on both customer satisfaction and repurchase intention. In addition, customer satisfaction has a positive and significant effect on repurchase intention. The findings further indicate that perceived value and product quality also influence repurchase intention indirectly through customer satisfaction. The study concludes that enhancing customers’ perceived value and maintaining consistent product quality can increase customer satisfaction and simultaneously strengthen repurchase intention. In practical terms, companies need to focus their strategies on reinforcing product quality and creating customer value to sustain consumer loyalty amid intensifying competition in the coffee industry.

Customer loyalty is an indicator of a company’s success in maintaining customer satisfaction, which in the skincare industry is strongly influenced by product quality and brand image, while empirical studies that specifically integrate Product Quality, Brand Image, and Customer Satisfaction as determinants of consumer loyalty to skincare products in urban areas of Indonesia remain relatively limited. This study aimed to analyze the influence of Product Quality, Brand Image, and Customer Satisfaction on Customer Loyalty among users of Skintific skincare products in Jakarta and Bekasi. A quantitative approach with a survey design was employed, involving 100 respondents selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed using Structural Equation Modeling (SEM) with a Partial Least Square (PLS) approach. The results showed that Product Quality and Brand Image had a significant effect on Customer Satisfaction, while Customer Satisfaction and Brand Image directly contributed to increasing Customer Loyalty. These findings confirm that customer satisfaction functions as a key variable in shaping consumer loyalty, whereas brand image strengthens the long-term relationship between customers and the company. This study contributes to the development of understanding of consumer behavior in the beauty industry and offers practical implications for skincare companies in designing strategies to improve product quality, strengthen brand image, and manage customer satisfaction on an ongoing basis, while also opening opportunities for further research by expanding the variables and geographical coverage to obtain stronger generalizations of the findings.

The rapid evolution of digital technologies has reshaped public service delivery worldwide, with government agencies adopting digital platforms to enhance efficiency, transparency, and accessibility. In the Philippines, the Social Security System (SSS) has embraced digital transformation in response to legislative mandates such as the Ease of Doing Business Act (RA 11032) and rising public expectations. This study focuses on the SSS Diliman Branch, examining how its digital initiatives, including the My.SSS portal, mobile application, and E-Center facilities, affect service quality and customer satisfaction. A quantitative research design was employed, combining descriptive-evaluative and causal approaches. Data were collected through a structured survey administered to 385 randomly selected members transacting at the Diliman E-Center in January 2025. The instrument measured service quality using the SERVQUAL framework (tangibility, reliability, assurance, empathy, responsiveness) and assessed digitalization and satisfaction on a five-point Likert scale. Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test direct and indirect relationships among service quality, digitalization, and customer satisfaction. Findings revealed consistently high ratings across all SERVQUAL dimensions, with assurance (M = 4.64) as the highest-rated factor, underscoring confidence in staff competence and system security. Digitalization assessment yielded strong satisfaction (overall M = 4.54), with ease of use (M = 4.56) and clarity of instructions (M = 4.58) as key strengths, though convenience (M = 4.51) showed minor access issues. Customer satisfaction was very high (overall M = 4.65), with respondents strongly agreeing that digital services improved their overall experience (M = 4.69) and expressing loyalty through recommendations (M = 4.67). Structural model testing confirmed that service quality significantly influenced both digitalization (β = 0.784, p = 0.000) and customer satisfaction (β = 0.844, p = 0.000). However, digitalization alone did not have a significant direct effect on satisfaction (β = 0.018, p = 0.784). The study demonstrates that while digitalization enhances accessibility, efficiency, and trust, customer satisfaction is primarily driven by service quality dimensions rather than digital tools alone. This suggests that technology must be complemented by reliable, empathetic, and competent service delivery to achieve meaningful improvements. The findings provide practical insights for SSS management in refining digital strategies and highlight the broader implications of digital governance reforms in the Philippine public sector.

This study is motivated by the fluctuating number of participants at LPK Takemura Indonesia, Bandung Regency, and the urgent need to improve its quality management system in order to compete in the digital era and meet industry requirements. The purpose of this research is to examine how the implementation of Total Quality Management (TQM) can enhance the performance of LPK Takemura, particularly in terms of sales (training participant enrollment), customer satisfaction, and internal institutional management. This study employs a qualitative descriptive approach, with data collected through observation, in-depth interviews, and documentation. Informants were selected using purposive sampling, involving the founder, director, administrative staff, and active training participants. The findings indicate that most TQM principles have been implemented at LPK Takemura, including customer focus, employee involvement, and continuous improvement. This implementation has positively impacted institutional performance, especially in increasing the number of participants (sales), improving customer satisfaction, and strengthening internal management. Moreover, the integration of a gender perspective in training contributes to women’s empowerment, promotes inclusive entrepreneurship, and fosters a more equitable and participatory work environment. The implementation of TQM is proven not only to improve the institution’s sales performance but also to generate broader social and economic implications.

The expansion of digital commerce in Indonesia has reshaped the way local creative brands compete in online marketplaces. Although platforms such as Tokopedia enable sellers to reach a wider audience, maintaining customer satisfaction has become increasingly challenging due to market saturation. KORIGENGI is a local brand specializing in otaku-themed merchandise that operates through Tokopedia, yet its competitive position remains weaker than that of several rival stores. This study aims to analyze how product quality, price perception, and distribution performance influence customer satisfaction with KORIGENGI products on Tokopedia. This research applies a quantitative approach using survey data collected from customers who have previously purchased KORIGENGI products. Structured questionnaires were distributed online and measured using a Likert scale. The collected data were examined through instrument testing, classical assumption testing, and multiple linear regression analysis. The findings indicate that product quality, price, and distribution exert positive and statistically significant effects on customer satisfaction. When examined simultaneously, these variables collectively explain the variations in customer satisfaction. Product quality was the most influential factor, followed by price and distribution. The results highlight the importance of delivering high-quality products, applying appropriate pricing strategies, and ensuring reliable distribution processes to enhance customer satisfaction in competitive e-commerce environments.

Purpose This study adopts the dynamic capabilities view to examine the relationship between digital marketing capabilities (DMC) and firm performance in Chinese firms undergoing digital transformation, with a particular focus on the moderating role of digital leadership in strengthening this link. Design/methodology/approach This study examines the relationships between DMC, firm performance, and the moderating role of digital leadership, using data from 365 Chinese marketing managers. Grounded in the resource-based view (RBV) and DCV, partial least squares structural equation modelling tested a higher-order DMC construct, controlling for firm type and industry, to validate its reliability, predictive power and performance impact. Findings The study finds that digital relationship management (DRM), social media engagement (SME) and digital marketing information management (DMIM) significantly form the higher-order DMC, positively impacting firm performance. Other dimensions – digital selling, marketing planning and implementation – were not significant. Digital leadership significantly moderates the DMC–performance relationship, enabling firms to strategically leverage DMC, refining understanding of DMC and highlighting leadership's critical role in realizing its strategic value. Research limitations/implications This study's cross-sectional, China-focused design limits causal inference and generalizability. Some DMC dimensions were excluded due to non-significance, and reliance on self-reported data may introduce bias. Future research should adopt longitudinal, cross-cultural and multi-method approaches, examine industry-specific effects, explore additional organizational factors and assess the boundary conditions of digital leadership to better understand how DMC drives firm performance. Practical implications Managers should prioritize DRM, SME and DMIM, aligning investments with customer type and strategic goals. Strong digital leadership is critical to orchestrate these capabilities, ensuring resources translate into performance gains. Firms should integrate DMC dimensions holistically, continuously evaluate effectiveness and adapt strategies to sustain competitive advantage in dynamic digital markets. Social implications This study underscores a positive social impact by showing how firms can enhance customer satisfaction and marketing effectiveness, leading to more tailored, responsive, and engaging consumer experiences. As companies adopt advanced digital strategies, they become better equipped to meet changing customer expectations, thereby improving the overall quality of digital interactions. In addition, fostering digital leadership supports the development of a more innovative and digitally capable business landscape. This advancement contributes to the delivery of safer, more efficient and socially valuable digital services. By refining digital marketing practices, firms can create more relevant, inclusive, and impactful engagements for individuals and communities. Originality/value This study integrates RBV and DCV to advance DMC research, consolidating fragmented conceptualizations and validating DRM, SME and DMIM as key dimensions. It highlights digital leadership's moderating role, showing that strategic orchestration of capabilities drives firm performance and extends theory.

Detecting novel customer needs from user-generated content such as online product reviews is essential for supporting product innovation and improving customer satisfaction. However, challenges arise due to severe class imbalance, where only a small portion of the content reflects truly novel needs, and the presence of noisy or irrelevant information. In response, this paper presents a new framework that combines generative artificial intelligence with ensemble learning. We use LLaMA, a powerful open-source large language model, to generate diverse meaningful positive samples that reduce data sparsity. With this augmented dataset, we train multiple BERT-based classifiers, each on different subsets of the data, and integrate their predictions using a hard voting strategy to improve accuracy and robustness. Experiments on a dataset of Amazon laptop reviews show that the proposed method achieves superior performance in recall and F1 score compared with standard baselines. This performance capability helps ensure that valuable insights are not missed. We offer a practical approach for applying generative models to support product development, laying the foundation for future studies in artificial intelligence for business innovation.

The integration of artificial intelligence (AI) into marketing has transformed customer engagement strategies, particularly in the banking sector where personalization and trust are critical determinants of competitive advantage. AI-driven personalization enables banks to analyze customer data and deliver customized products, services, and communications in real time. This study empirically examines the impact of AI-driven personalization on customer engagement, customer satisfaction, and purchase intention in the Indian banking sector, while also evaluating the moderating role of customer privacy concerns. Using a quantitative research design, primary data were collected from 320 customers of public and private sector banks in India through a structured questionnaire. Data analysis was conducted using SPSS, employing descriptive statistics, reliability testing, correlation analysis, and multiple regression analysis. The results indicate that AI-driven personalization significantly and positively influences customer engagement and satisfaction, which subsequently enhance purchase intention. However, privacy concerns were found to negatively moderate the relationship between AI-driven personalization and purchase intention. The findings contribute to the growing body of literature on AI-enabled marketing by providing empirical evidence from an emerging economy context. The study offers valuable managerial insights for banking institutions to design effective, ethical, and customer-centric AI-driven marketing strategies while addressing data privacy concerns.

My dog’s vacation: service dimensions in dog hotels and their impact on customer satisfaction

INTRODUCTION. The rapid development of the hospitality industry, increased market competition, as well as dynamic changes in technological innovation, globalisation, economic instability, and epidemiological challenges, require hotel and restaurant businesses to continuously seek effective ways to ensure stable operations and achieve a long-term competitive advantage. In today's environment, traditional management methods are no longer sufficient to guarantee success. The formation of a clear, well-founded, and flexible strategy for managing the development of hotel and restaurant enterprises is becoming a critically important factor in determining the ability of hotel and restaurant businesses to adapt to change, utilise their resources effectively, and achieve their goals. The paper relevance is also reinforced by the need to integrate Ukrainian hospitality enterprises into the global market and the necessity to improve the quality of their services in line with international standards. THE HYPOTHESIS OF THE STUDY. In a crisis context, strategic management goes beyond conventional planning and evolves into an adaptive mechanism of continuous environmental scanning and rapid, evidence-based decision-making. Under such conditions, the role of strategic management increases substantially, since a well-formulated strategy enables enterprises not only to adapt to instability, but also to secure long-term growth, strengthen competitive positions, and enhance customer satisfaction. THE PURPOSE OF THE STUDY is to identify key challenges and develop practical recommendations for forming an effective strategy for managing the development of hotel and restaurant enterprise. METHODS used include systematisation, generalisation, comparison, economic modelling, and case-study analysis. CONCLUSIONS. The paper substantiates that the effective formation of a strategy for managing the development of a hotel and restaurant enterprise should be based on a flexible, continuously updated system that enhances competitiveness, fosters innovative activity, and promotes sustainability in the hospitality market. Based on a case study of the state enterprise "Hotel Complex "Kyiv", the research identifies persistent losses and managerial instability as key constraints that complicate the formation of long-horizon strategies and accountability in recent years. To address these issues, the paper proposes a staged logic of strategy implementation supported by a sequence from analytics and diagnosis to implementation, digital transformation, and growth, including a long-term trajectory toward rebranding and market repositioning. Furthermore, the study emphasises that scaling and long-term development should be grounded in productivity growth through automation, modern technologies, and innovative management approaches. KEYWORDS: competitiveness; development; digital technologies; hotel and restaurant enterprises; marketing; management; rebranding; strategy, strategic planning.

Purpose This paper aims to address the lack of industry-specific service recovery frameworks for internet service providers (ISPs) in South Africa by identifying essential service recovery attributes and evaluating the impact thereof on customer satisfaction and customer behavior. Design/methodology/approach This study focuses on the theory of perceived justice and determines how mobile ISPs in South Africa can effectively manage service recovery activities. A reputable marketing research business was used to collect data by means of an online survey sent to respondents who had previously complained about service failures with mobile ISPs in South Africa. In total, 484 surveys were gathered, and the data was analyzed to confirm or reject the proposed hypotheses using confirmatory factor analysis and Structural equation modeling. Findings The findings confirmed all the relationships in the suggested service recovery model, indicating that service recovery attributes, including compensation, response speed in dealing with service failure, apology from the service provider, and providing an explanation, can improve customer satisfaction after service failure. Practical implications Practical implications include the establishment of guidelines that mobile ISPs can follow to create successful service recovery plans that align with customer fairness expectations after a service failure occurred. Originality/value This research proposes a framework for servicing recovery in South Africa’s mobile ISP industry, illuminating the critical factors of customer satisfaction and loyalty in the wake of service failures. Furthermore, it serves as a counterargument to the one-size-fits-all application of the justice theory within diverse contexts, as customers show less concern for fairness in principle and more concern for prompt and transparent resolution in developing markets characterized by frequent service disruptions and unreliable infrastructure.

This paper analyzes the effects of service recovery and the double-deviation phenomenon on customer satisfaction using an analysis of online reviews. With the application of Word2Vec and AFINN sentiment analysis to 4793 Skytrax review comments, this paper bridges the gap between conceptual theories about customer behavior and big data analysis. Findings from this research indicate that although overall types of service recovery increase customer satisfaction, explanation is the most preferable yet effective type of recovery. Most importantly, this analysis shows that service recovery disconfirmation has been found to be a highly important moderator. When service efforts involve intangible actions, such as an apology or explanation, that fail to satisfy customers, they tend to perform worse than no recovery at all, thus supporting the double-deviation phenomenon. Compensation, however, has been found to be an efficient type of recovery since its impacts are not reduced much due to service recovery disconfirmation. These insights provide service providers with critical guidance on prioritizing transparent communication and avoiding poorly executed intangible recoveries.

This study examines how Dynamic Customer Experience (DCX) affects Customer Satisfaction (CS) and Word-of-Mouth (WOM) intentions among VNPT customers in Vietnam, identifying AI-Driven Service Personalization (AISP), Integrated Service Quality (ISQ), Cultural Resonance (CR), and Sustainable IT-Telecom Practices (SITP) as key antecedents, with Customer Empowerment (CEMP), Perceived Value Co-Creation (PVCC), Emotional Engagement (EE), and CS as mediators, and AI Trust (AIT), Service Innovation Maturity (SIM), and Regional Cultural Dynamics (RCD) as moderators. A multi-theoretical framework (Customer Experience Framework, Social Exchange Theory, Expectancy-Disconfirmation Theory, TAM, SERVQUAL) guided the research. Survey data from 677 VNPT customers were analysed using hybrid PLS-SEM (SmartPLS 4.0) for explanatory power and Artificial Neural Network (ANN) in SPSS 25.0 for predictive accuracy. PLS-SEM confirmed significant positive effects of AISP, ISQ, CR, and SITP on DCX (β = 0.24–0.33, p < 0.01), and DCX on CS (β = 0.43) and WOM (β = 0.30). CS was the strongest mediator (indirect effect = 0.20, VAF = 67%). Moderation analyses showed stronger effects in rural areas due to cultural dynamics. ANN validated results with high predictive power (R² testing = 0.83–0.87), identifying AISP and CS as top predictors. This is the first study to integrate sustainability and cultural resonance into DCX for Vietnam's collectivist telecom market using a hybrid PLS-SEM-ANN approach, outperforming single-method studies and providing VNPT actionable strategies for AI personalization and green 5G deployment. JEL Code: M14, M30, M31, M37.

Customer perception and happiness are critical to attaining sustainable growth and profitability in the fiercely competitive banking industry. Banks increasingly focus on building long-term customer relationships to enhance loyalty, reduce price sensitivity, and strengthen their market position. In this context, instead of completely replacing traditional branch-based services, electronic banking services have become an essential part of contemporary banking. The current study intends to investigate consumers' opinions of the e-banking services provided by banks and gauge their degree of satisfaction with technology-enabled banking self-services. The study is based on primary data that was gathered through a structured survey procedure from 100 respondents. Customer satisfaction across a range of e-banking service parameters was assessed using ranking algorithms. The findings highlight that customer expectations regarding e-banking services are significantly high due to rapid technological advancements and intense competition among banks with relatively similar service offerings. Customer satisfaction is therefore identified as a key determinant of continued usage, positive word-of-mouth, and customer retention. The study underscores the importance for banks to prioritize customer-centric digital strategies to enhance satisfaction and strengthen competitive advantage in the evolving Indian banking landscape. Keywords: E-Banking Services, Customer Perception, Customer Satisfaction, Digital Banking and Banking Technology.

This study aims to empirically examine and analyze the influence of Brand Image and Service Quality on Customer Satisfaction at PT Sejahtera Surya Intramedika within the context of a Business-to-Business (B2B) pharmaceutical distributor. This research is crucial given the intensifying competition in the healthcare industry and the mandatory compliance with strict drug distribution regulations. Employing a quantitative causality approach, this study collected data from 101 customer respondents (pharmacies) determined through a multistage sampling technique combining cluster and purposive sampling based on operational area criteria including Blitar City, Kediri, Tulungagung, and Pare, as well as a specific minimum transaction volume. Data analysis was conducted using multiple linear regression methods assisted by SPSS software to test the hypotheses. Statistical test results indicate that partially, Brand Image has a positive and significant effect on customer satisfaction with a regression coefficient of 0.347. Service Quality was also proven to have a positive and significant effect, and was identified as the most dominant variable with a coefficient of 0.620. Simultaneously, both variables contributed 69.6% influence to the variation in customer satisfaction, as validated by the calculated F-value of 112.166. This study concludes that the synergy between a professional brand image and responsive service quality is a fundamental key to company success. Practical implications suggest that management should prioritize investment in logistics reliability and personnel competence to strengthen strategic partnerships and ensure sustainable customer satisfaction amidst the dynamics of the competitive pharmaceutical market.

This study investigates the mediating role of customer delight in the relationship between service quality and customer satisfaction within the tourism and hospitality sector. Drawing on data collected from 400 valid questionnaires distributed to international tourists in Antalya, Turkey, the proposed model was tested using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The findings confirm that multiple dimensions of service quality significantly influence customer delight, which in turn enhances customer satisfaction. Moreover, delight mediates the relationships between employee attitudes and behaviors, waiting time, and satisfaction, highlighting its role as an emotional bridge that transforms service encounters into more impactful customer outcomes. The results reinforce the idea that delight is not merely an extension of satisfaction but a distinct construct that plays a crucial role in shaping loyalty and long-term engagement. For managers and practitioners, the study emphasizes the importance of focusing on service quality elements such as safety, sociability, responsiveness, and staff behavior to foster delight, improve satisfaction, and encourage repeat patronage. By integrating customer delight into the service quality–satisfaction framework, this research extends SERVQUAL theory and contributes to a more comprehensive understanding of how emotional responses drive competitive advantage in tourism and hospitality.

The hospitality sector in Erbil, Kurdistan Region, plays a pivotal role in the city’s economic growth and cultural development. This study investigates the impact of service quality dimensions—Reliability, Responsiveness, Empathy, Assurance, and Tangibles—on customer satisfaction, with a focus on the moderating role of demographic factors such as age, nationality, and income level. Data were collected from 158 guests across four major hotels in Erbil: Dedeman, Rotana, Divan, and Erbil International. The findings reveal that Responsiveness and Assurance are the most significant predictors of customer satisfaction, highlighting the importance of timely and professional service delivery. While Empathy and Tangibles play a moderate role, Reliability remains critical for trust and consistency. Moderation analysis underscores the importance of tailoring services to demographic- specific preferences, emphasizing the need for culturally sensitive service strategies. Correlation and regression analyses confirm strong relationships between service quality dimensions and satisfaction. Practical implications include training staff to enhance responsiveness, leveraging technology for personalized services, and maintaining high standards of professionalism and facility upkeep. This research contributes to the body of knowledge by contextualizing service quality within an emerging market. Future studies are recommended to explore the impact of technological integration and economic conditions on service delivery and to conduct comparative analyses across similar regions.

All at once or one by one? A dual-process model of the effect of service delivery approaches on customer satisfaction

Soft skills play a critical role in the tourism and hospitality (T&H) sector, shaping service quality, customer satisfaction, and overall competitiveness. While their importance is widely recognized, existing research has largely focused on industry perspectives, leaving a gap in understanding how tourists perceive soft skills – and how their views compare with those of managers. This study addresses that gap by directly comparing the perceived importance of soft skills among 100 tourists and 100 T&H managers. Using a dual-stakeholder survey design, both groups rated the relevance of commonly cited soft skills for frontline employees. Results reveal significant differences that cluster into two broad orientations: tourists emphasize outward-facing interpersonal attributes such as empathy, active listening, and understanding customer needs, whereas managers prioritize inward-facing organizational skills such as adaptability, leadership, and problem-solving. Demographic factors such as age and education further shape these perceptions. The study offers novel insights into employee training priorities and service design, contributing to workforce development strategies that better align internal competencies with evolving guest expectations.

In modern digitech world, Artificial Intelligence (AI) technology that is acknowledged to have received the most impact on the global economy. AI is expected to benefit the world economy nearly $ 15.7 trillion by 2030 due to its reach, scope, application and environmental protection. Achieving sustainable development goals relies on long-term customer loyalty, which has a huge impact on the circular economy and social responsibility. The study aims to use satisfaction as a mediator to better understand how the changed AI technology acceptance factors connect to customer loyalty for digital banking services. This study used a cross-sectional survey in Hyderabad, India to get valid responses from 380 participants. A measurement model was created utilising a survey questionnaire and partial least squares path modeling to validate the measured items, test hypotheses, and assess the relationship between the various constructs. In terms of digital banking services, satisfaction totally mediates the modified AI Technology Acceptance Model (TAM) factors (perceived usefulness, perceived ease of use, perceived risk, perceived trust, and perceived benefit), as well as customer loyalty. Subsequently, the findings indicate that satisfaction plays a partial role in mediating AI acceptance factors and customer loyalty for digital banking services. Gender does not alter the association between AI acceptance criteria, customer loyalty, or satisfaction. In contrast, age serves as a moderator in the relationship between satisfaction, loyalty, and AI acceptance. According to the study’s findings, the employment of AI technology in sustainable financial services is critical for offering excellent customer experiences, which improves customer satisfaction and loyalty and hence pulls people to those services. The study shows how marketing managers can use modified AI acceptance factors to their advantage while promoting digital banking services in order to promote positive client loyalty.