Customer Satisfaction Research Articles

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

Implementing Long Short Term Memory (LSTM) in Chatbots for Multi Usaha Raya

The furniture industry is an important sector in Indonesia that supports the economy and provides quality furniture. An in-depth understanding of the furniture business is essential for industry players to improve operational efficiency and customer satisfaction. This research aims to develop a chatbot for Multi Usaha Raya furniture company to improve customer service and operational efficiency. In its development, the Machine Learning Model Development Life Cycle (MDLC) and deep learning approach using the Flask platform are employed. LSTM, a type of recurrent neural network (RNN) architecture capable of handling long-term dependencies, is utilized in this chatbot model. The model training results show an accuracy of 99%, validation accuracy of 96%, loss of 0.1%, and validation loss of 0.2% after 200 epochs, demonstrating the effectiveness of the LSTM algorithm for developing a chatbot in this company.

The Effect Of Product Innovation And Lifestyle On Brand Trust, Customer Satisfaction And Repurchase Intention

This study aims to identify the relationship between product innovation and lifestyle on brand trust, customer satisfaction and repurchase intention at Pizza Hut Restaurants in the West Jakarta area. The population in this study were all Pizza Hut Restaurant customers in the West Jakarta area. This study involved 230 respondents who were collected using questionnaire distribution with purposive sampling technique. The requirement for purposive sampling is that customers have visited Pizza Hut Restaurants in the West Jakarta Area, at least twice. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of Smart-PLS software. The results of this study indicate a significant influence between product innovation on brand trust, customer satisfaction and repurchase intention. In addition, lifestyle also influences and has a significant impact on brand trust, customer satisfaction and repurchase interest. Brand trust has a significant influence on customer satisfaction. Customer satisfaction also has a significant impact on repurchase intention. As a result, it is important to maintain trust in consumers in an effort to improve purchasing decisions. Therefore, it is important to maintain brand trust and satisfaction in an effort to increase repurchase interest. Because the higher the level of customer trust and satisfaction with a brand, the higher their interest in making repeat purchases.

A comparative study on the impact of service quality on customer satisfaction: Survey of joint venture and government banks in Nepal

This study explores the relationship between customer satisfaction and service quality, of the inquiry is the evaluation of client satisfaction regarding the caliber of service rendered by Nepalese commercial banks. The study attempts to determine the effect of focusing on how important it is for service quality to influence customer contentment. The primary focus service quality on customer satisfaction within the Nepalese banking industry is by using descriptive and causal comparative research techniques. A total of 383 samples were taken from six joint venture banks and three public (or Government ownership) banks in Nepal. Using primary data obtained from a survey with a five-point Likert scale, correlation and regression analysis are used in the study to examine the impact of several service quality parameters on customer satisfaction. The results show that, in the Nepalese banking industry, responsiveness, reliability, assurance, and empathy have a positive and significant association with customer satisfaction. However, responsiveness does not significantly affect customer satisfaction.

Optimizing Supply Chain Transparency and Customer Compatibility with AI-Driven Models

As global supply chains become increasingly complex, the adoption of artificial intelligence (AI) technologies has emerged as a critical strategy for enhancing operational transparency and improving customer compatibility. This study investigates the application of AI-driven models in optimizing supply chain performance, focusing on predictive analytics, real-time data integration, and customer-centric personalization. A comprehensive experimental framework was employed, evaluating five distinct AI configurations against four key performance criteria: operational transparency, customer compatibility, cost efficiency, and delivery performance. Results demonstrated that the Real-Time Data Integration Model achieved a 20% improvement in operational transparency, allowing for enhanced visibility into inventory management and more agile responses to dynamic demand fluctuations. Additionally, the Customer-Centric Personalization Model increased customer satisfaction by 10%, emphasizing the critical role of tailored service delivery in modern supply chain management. The Cost Optimization Model yielded significant cost reductions, improving cost efficiency by 18%, though it showed a marginal decrease in customer compatibility. The findings highlight the trade-offs between cost efficiency and customer-centric strategies, suggesting that a balance is required to achieve a well-rounded and sustainable supply chain model. This research underscores the transformative potential of AI in driving efficiency, transparency, and customer satisfaction. Future work should explore the integration of advanced technologies such as 5G and further investigate scalable AI solutions capable of addressing the evolving challenges faced by global supply chains.

Digital Innovations and Competitive Advantage of Commercial Banks in Kenya

Purpose: The purpose of the study was to ascertain the role of digital banking technological innovations in enhancing competitive advantage among commercial banks in Kenya. Specifically, the study sought to examine the influence of digital technological innovations for market, digital banking innovations for differentiation, digital innovations for customer satisfaction and the influence of ICT infrastructure on competitive advantage of commercial banks in Kenya Methodology: Descriptive research design was adopted for the present study. The study was carried out in Kenya, covering all the 39 solvent commercial banks in Kenya as of 31st March 2024. The study adopted the census data collection method from the headquarters of the 22 solvent commercial banks belonging to Tier 3. Four key officers including the sales manager, loan officer, relationship manager, and risk manager totaling to 88 were sampled to participate in the study. Findings: The findings indicate that there is a significant relationship between market positioning and competitive advantage (B = 0.292, p = 0.003). On the other hand, Differentiation is established to have a negligible influence on competitive advantage in this model (B = 0.027, p = 0.852). Customer Satisfaction comes out strongly, as a factor that defines competitive advantage (Coefficient = 0.247, P = 0.046). Unique Contribution to Theory, Policy and Practice: The study recommends that Kenyan commercial banks invest in continuous digital innovation, particularly in mobile and Internet banking, to strengthen market positioning, improve brand perception, and offer personalized services. Banks should also enhance their ICT frameworks for better service delivery, data protection, and adaptability to market changes. Emphasizing mobile banking innovations and staying updated with emerging digital trends will help banks reduce customer acquisition costs, expand their customer base, and maintain a competitive edge in a dynamic industry.

Emotional Marketing, Customer Retention, and Brand Loyalty in Vietnam’s Retail Sector: Unveiling the Moderating Impact of Digital Innovativeness

This study investigates the relationship between emotional marketing, brand loyalty, and customer retention in Vietnam’s retail sector, while examining the moderating role of digital innovativeness, comprising personal and brand innovativeness. A conceptual model is developed and empirically tested using a sample of 533 Vietnamese retail consumers. The model incorporates emotional marketing as the main predictor, brand loyalty as the mediator, customer retention as the outcome, and digital innovativeness as the moderator. Relevant determinants of brand loyalty, such as customer satisfaction, perceived value, emotional attachment, and brand identity, are included as control variables. The data is analyzed using structural equation modeling. The results reveal that emotional marketing has a significant positive impact on brand loyalty, which in turn leads to higher customer retention. Digital innovativeness is found to positively moderate the relationship between emotional marketing and brand loyalty. The study highlights the importance of leveraging emotional marketing strategies and fostering digital innovativeness to build strong emotional connections, brand loyalty, and long-term customer retention in the Vietnamese retail market. This research contributes to the understanding of emotional marketing’s impact on brand loyalty and customer retention in the context of Vietnam’s retail sector, while uniquely exploring the moderating effect of digital innovativeness. The findings provide valuable insights for retailers seeking to optimize their marketing strategies and adapt to the evolving needs of Vietnamese consumers in the digital age.

Supply chain management and the performance of small and medium scale enterprises in Nigeria

This paper examined the relationship between supply chain management practices (SCM) and performance of small and medium enterprises (SMEs) in Nigeria. It aimed to explain how SCM practices like strategic suppliers’ alliances, information sharing, and collaborative governance impacts the performance of SMEs in Nigeria. SME success was measured using a continuum of operational efficiency, customer satisfaction, and profitability. To reach the study's goal, a survey research approach was used, with a sample of 352 respondents representing the owners and senior management members of registered SMEs in Nigeria. Because the study depended on quantitative analysis, respondents' opinions were collected using a standardised closed-ended questionnaire. The gathered data was analysed using IBM SPSS 28 and IBM AMOS. The study found a positive and substantial correlation between chosen SCM practices and the performance of SMEs in Nigeria, as shown by the coefficients and p-values (SSA = 0.544; P <.001; IFS = 0.621; P <.001; CGV = 0.673; P <.001). It is therefore argued that SCM techniques such as strategic partnerships with suppliers, information sharing, and collaborative governance have a favourable and significant influence on the performance of SMEs in Nigeria. Consistent with the findings and current literature, this study recommends that Nigerian SMEs form strategic supplier relationships by sharing continuous improvement programs with important suppliers and include key suppliers in their planning and goal-setting processes. Keywords: Supply Chain Management, Strategic Supplier Alliance, Information Sharing, Collaborative Governance, Performance.

ВПЛИВ FINTECH НА РОЗВИТОК СТРАТЕГІЙ РЕАЛІЗАЦІЇ ТА ПЕРСОНАЛІЗАЦІЇ ІТ-ПРОДУКТІВ

Modern FinTech solutions significantly change traditional approaches to the development, implementation and sale of IT products, allowing companies to create unique financial instruments, reduce transaction costs and increase competitiveness. But the questions remain unclear which FinTech tools have the greatest impact on IT product implementation strategies and whether the use of financial technologies really affects the personalization of IT products in terms of efficiency and scalability. The purpose of the study is a comprehensive study of the influence of financial technologies (FinTech) on the development of strategies for the implementation and personalization of IT products, with the identification of key FinTech tools that contribute to the improvement of the processes of development, implementation and adaptation of IT products in accordance with the specific needs of users and markets. The object of the research is payment services as an innovative segment of FinTech and their marketing in the modern market, namely aspects related to the development, implementation, promotion and use of payment services. Scientific publications and monographic editions, magazine articles and materials of scientific and practical conferences became the methodological basis of the research. During the research, content analysis of scientific periodicals was used; comparative critical analysis of existing approaches and methods of analysis of financial stability and tax burden; statistical methods of analysis. The main hypothesis of the research is that FinTech technologies allow IT companies to more accurately adapt their products to the individual needs of users, which contributes to increasing the level of customer satisfaction, increasing loyalty and competitiveness of companies in the market. Presentation of the main material. The study analyzed the main FinTech tools, their impact on the business processes of IT companies, as well as possible risks and barriers to their integration. The relationship between the use of FinTech solutions and the improvement of the effectiveness of personalization of products, which positively affects the competitiveness of companies on the global market, is determined. Based on the results of the research, practical recommendations were formulated for IT companies regarding the optimal use of financial technologies in the processes of product implementation and personalization. Originality and practical significance. Key FinTech tools and their impact on the effectiveness of implementation strategies are considered, as well as the main challenges and risks associated with the integration of financial technologies into the development and implementation of IT products are identified. Based on the results of the research, recommendations are proposed for the use of FinTech to increase the effectiveness of personalization and scaling of IT products on the global market. Conclusions and prospects for further research. The analysis showed that the use of FinTech solutions allows IT companies to bring products to market faster, reducing the time for processing payments and interaction with customers, which improves the efficiency of business processes and allows companies to focus on the development of innovative products. Thanks to access to users' financial data and the latest algorithms for processing this data, companies can develop products that more accurately meet the needs of individual users. This contributes to increasing customer satisfaction, as well as the formation of long-term brand loyalty.

An Improved Hybrid Model Based on Ensemble Features and Regularization Selection for Classification

Feature selection is a pivotal process in machine learning, essential for enhancing model performance by reducing dimensionality, improving generalization, and mitigating overfitting. By eliminating irrelevant or redundant features, simpler and more interpretable models are achieved, which generally perform better. In this study, we introduce an advanced hybrid method combining ensemble feature selection and regularization techniques, designed to optimize model accuracy while significantly reducing the number of features required. Applied to a customer satisfaction dataset, our method was first tested without feature selection, where the model achieved a ROC AUC value of 0.946 on the test set using all 369 features. However, after applying our proposed feature selection method, the model achieved a higher ROC AUC value of 0.954, utilizing only 12 key features and completing the task in approximately 43% less time. These findings demonstrate the effectiveness of our approach in producing a more efficient and superior-performing model.

The Effect of Price and Taste Perception on Loyalty Mediated by Customer Satisfaction at Mixue Ice Cream & Tea Sumur Batu

The study aims to analyze the effect of price perception and taste on customer loyalty mediated by customer satisfaction at Mixue Ice Cream & Tea Sumur Batu. This research was conducted using the PLS-SEM method with the SmartPLS 4.0 program. The number of respondents used in this research were 100 respondents. The result of this research shows that price perception has positive and significant effect on customer satisfaction, taste has positive and significant effect on customer satisfaction, customer satisfaction has positive and significant effect on customer loyalty, price perception has positive and significant effect on customer loyalty, taste has positive and significant effect on customer loyalty, price perception has positive and not significant effect on customer loyalty mediated by customer satisfaction, taste has positive and significant effect on customer loyalty mediated by customer satisfaction

The Impact of Word of Mouth and Customer Satisfaction on Purchase Decisions: The Role of Maslahah as an Intervening Variable in the Cosmetic Products Industry in Indonesia

This study investigates how Word of Mouth (recommendations), Customer Satisfaction, and perceived Maslahah influence Purchase Decisions in the cosmetic product consumption context in Indonesia. Structural Equation Modeling with Partial Least Squares (SEM-PLS) was employed to analyze data from 450 respondents. Results indicate that Word of Mouth significantly influences Purchase Decisions (β = 0.350, t-stat = 5.698, p < 0.000), suggesting positive recommendations increase the likelihood of product purchase. However, Word of Mouth slightly diminishes the perception of product Maslahah (β = -0.122, t-stat = 1.835, p = 0.067), implying positive recommendations may marginally affect perceived maslahah. The indirect effect of Word of Mouth on Purchase Decisions through Maslahah was also marginal (β = -0.044, t-stat = 1.829, p = 0.068). Customer Satisfaction significantly enhances the perception of product Maslahah (β = 0.720, t-stat = 11.309, p < 0.000) and influences Purchase Decisions through Maslahah (β = 0.263, t-stat = 7.194, p < 0.000), yet direct impact on Purchase Decisions was insignificant (β = -0.002, t-stat = 0.044, p = 0.965). Moreover, perceived Maslahah significantly affects Purchase Decisions (β = 0.366, t-stat = 7.586, p < 0.000), highlighting its role in consumer decision-making. Overall, findings deepen understanding of how Word of Mouth, Customer Satisfaction, and perceived Maslahah shape consumer behavior in purchasing cosmetics. Marketers can utilize these insights to leverage recommendations, enhance satisfaction, and communicate product benefits effectively to influence consumer decisions, thereby enhancing market position and competitive advantage for cosmetic companies.

Investigating the Impact of CSR Practices on Financial Performance: A Multiple Mediation Analysis in the Moroccan Exporting SMEs

Numerous pieces of research have shown that corporate social responsibility (CSR) orientation is key to driving long-term survival, growth and sustainable performance in a complex and dynamic environment. However, studies of the relationship between CSR and financial performance (FP) have yielded disparate results. Therefore, the current study aims to examine the effect of CSR on FP by using customer satisfaction (CS), reputation (REP) and competitive advantage (CA) as mediating variables. The data for this study was collected via a survey of 207 Moroccan exporting small and medium-sized enterprises (SMEs) and analyzed using SPSS 25 and Structural-equation Modeling with the aid of AMOS 23. Outcomes revealed that CSR has no significant direct effect on FP, but rather an indirect effect through REP and CS. Likewise, the link between CSR and FP is mediated on the one hand by CS and CA, successively and on the other hand by REP and CA, successively. These findings provide a verified theoretical framework for SME managers to plan and execute CSR to enhance FP by indirectly targeting the aforementioned intangible assets. The paper contributes to the knowledge of how CSR practices lead to FP in an under-explored context of SMEs in a developing country.

Pengaruh Kualitas Layanan terhadap Loyalitas dengan Kepuasan Nasabah sebagai Variabel Mediasi

Customer satisfaction has become a central concept in marketing theory and practice, and is one of the essential goals for business activities. Basically, customer satisfaction and dissatisfaction with a product or service will affect subsequent customer behavior. Customers who are satisfied will show a high probability of customers returning to use the same product or service. According to Syah (2021), satisfied customers also tend to provide good references to the product or service to others. Meanwhile, dissatisfied customers can cause negative attitudes towards the brand or manufacturer or service provider, even distributors, reduced likelihood of repeat purchases, brand switching, and various types of complaint behavior.

Comparative Analysis of Conventional (Financial, Network) and Optimized Mixed Integer Linear Programming Scenarios for Telecom Network Investment Decision Making

The telecommunications industry in Indonesia faces numerous challenges in allocating resources for network development, including network complexity, technological changes, market competition, and customer expectations. To achieve optimal financial outcomes and customer satisfaction, investments must be well-managed, well-placed, and well-executed. This study analyses network investment portfolio selection outcomes at Telkomsel; Indonesia's largest cellular operator, comparing conventional scenarios (financial and network) with an optimized scenario using Mixed Integer Linear Programming (MILP). The research evaluates these scenarios based on total portfolio score, incremental revenue, and Internal Rate of Return (IRR). Financial indicators such as net present value (NPV), IRR, EBIT margin, incremental revenue, and network indicators such as capacity and customer satisfaction (download/upload throughput, latency, packet loss, jitter) assess investment feasibility. The MILP optimization scenario strongly correlates with incremental revenue, NPV, and IRR, indicating higher financial performance. Sites selected in the MILP optimization outperscenario formed others in total score (22% better than the financial scenario, 63% better than the network scenario), incremental revenue (3.5% better than the financial scenario, 90.2% better than the network scenario), and portfolio IRR (4% better than the financial scenario, 70% better than the network scenario).

Assessing the Impact of Digital Transformation on Business Operations: A Case Study Analysis

This study assesses the impact of digital transformation on business operations through a case study of Zivame, an Indian SME in the retail sector. The research aims to explore how digital technologies improve operational efficiency, customer engagement, and financial performance. Using qualitative research methods, semi-structured interviews were conducted with key decision-makers at Zivame. Thematic analysis was employed to analyze the data. The results indicate significant operational improvements, including a reduction in order fulfillment time and increased inventory turnover. Customer satisfaction and repeat purchase rates also improved substantially following the implementation of Customer Relationship Management (CRM) systems and other digital tools. Zivame faced challenges such as employee resistance to change and high initial investment costs, which were mitigated through targeted employee training programs. The financial analysis revealed a growing return on investment (ROI) from 31% in 2020 to 44% in 2023. The study’s findings underscore the importance of digital transformation for Indian SMEs, showing that, with strategic planning and investment, businesses can improve their competitiveness and achieve long-term success. These findings contribute to the broader literature on digital transformation in emerging markets and offer practical insights for SMEs embarking on similar journeys.

Consumer Purchase Decision and Brand Image Analysis Through Product Quality and Price: Study Case Frozen Pastry in Jakarta - Indonesia

The study investigates the effects of product quality and price on the purchasing decisions of Bonpatis Danish pastry sheets, with brand image acting as a mediator. Indonesia's food and beverage industry, mainly retail, is experiencing significant growth as modern retailers like Hypermart introduce competitive products. A quantitative approach was used, applying Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to data collected from 83 respondents, mainly Hypermart bakery employees in DKI Jakarta. Results indicate that product quality and price positively influence brand image and purchasing decisions. Specifically, product quality boosts brand image and directly affects purchase decisions, whereas price influences purchase decisions directly but not via brand image. The study emphasizes the role of product appearance and packaging in shaping brand perceptions and suggests improving these elements to attract more consumers. Due to a limited sample size, the study recommends future research to explore broader aspects like customer satisfaction and loyalty. Keywords: Danish pastry sheet, product quality, price, brand image, purchase decision.

The Role of E-Satisfaction in Mediating Relationship Marketing (RM) on Banking E-Customer Loyalty

The research objective is to analyze the relationship between relationship marketing (RM) and e-customer loyalty, which is mediated by e-customer satisfaction in the banking industry in Banjarmasin. The increasingly rapid challenges of the banking world require organizations to improve their efforts to provide world-class services in order to attract and retain loyal customers. RM is the key answer to retaining loyal customers. The research was conducted in Banjarmasin with a population of 200 conventional government bank customers using a simple random sampling technique. Data were obtained from interviews with customers using a questionnaire distributed via Google Forms, and data analysis techniques using SEM AMOS 24. The research results prove that RM which consists of trust, commitment, communication, and conflict handling has a positive and significant effect on e-customer loyalty through e-customer satisfaction. This means that to further increase customer satisfaction for them to be loyal, the repair company must be able to maintain good relationships by providing a good level of trust, commitment, communication, and resolve conflicts that occur. Keywords: banking industry, commitment, communication, conflict handling, relationship marketing (RM), trust

Freight forwarder satisfaction, airport customer loyalty, and competitiveness

The Middle East represents 18% of the world’s air cargo revenue, and the region’s air cargo revenues have been growing three times faster than worldwide air cargo, making the Dubai airport an appropriate and novel focus for the operations management study on air cargo. The study provides a synthesized measure of freight forwarder satisfaction and tests the measure in an empirical model. The data collected from a population of freight forwarders, identified through the National Association of Freight and Logistics (NAFL), who use the Dubai International Airport, the world’s busiest airport, yielded a sample of 187 respondents surveyed during the fourth quarter of 2019. The results of the study provide evidence that freight forwarder customer satisfaction is positively associated with airport competitiveness (performance) through a mediator—customer loyalty.

Analyzing the Impact of Interior Public Space on User Satisfaction in Shopping Malls Using Virtual Reality Simulation Experiments

The growth in per capita consumption levels and the e-commerce industry have shifted the shopping mall model from a product consumption to a time-based consumption focus. This paper evaluates customer satisfaction with shopping malls using an importance–performance questionnaire, which identified eight key areas for improvement. Through field surveys and virtual reality (VR) simulation experiments, the impact of the components of public spaces within shopping malls on user satisfaction was assessed using both quantifiable and unquantifiable elements. Our findings inform the formulation of optimization design strategies in the areas of multipurpose functionality of facilities, intensification of boundaries, complexity of functions, and integration of resources, and have implications for the future design of internal public spaces in shopping malls.