Degree Of Consumer Satisfaction Research Articles

Customer Satisfaction Towards Maruti Suzuki Car in Gorakhpur City

The vehicle industry in India rose to become the fourth biggest globally. Maruti Suzuki is one of the few automakers with extensive knowledge of the Indian market. As of December 2023, it has a 36.50 percent market share, making it the biggest automotive maker. Customer decision-making is a complicated process. Choosing the goods or services to purchase requires a number of steps. The researcher has tried to find out which Maruti Suzuki vehicle brand the customers prefer and to examine consumer satisfaction in study area. This research covers the ways for raising consumer awareness of Maruti Suzuki vehicles, the variables affecting consumers' purchasing decisions, and the degree of customer satisfaction with these vehicles. By computing the weighted average score for each influential aspect, the ranking system based on positive responses is used to assess the degree of consumer satisfaction with Maruti Suzuki cars. The customers express dissatisfaction with the air cooler facility, interior decorating, and after-sale support. Positively, the majority of buyers express great satisfaction with the engine performance, driving comfort, style/color, and safety. Key words: Maruti Suzuki Car, Customer Satisfaction, Factors Affecting, After Sales Service.

ЯКІСТЬ ЯК ВАЖЛИВИЙ СОЦІАЛЬНО-ЕКОНОМІЧНИЙ АСПЕКТ МАРКЕТИНГУ

The article examines the essence and concept of quality. The main aspects and significance of quality and quality management as a socio-economic category in the marketing system are defined. The factors that significantly affect the formation, preservation and motivation of quality are revealed. Four levels of quality, which are components of the Japanese quality system, are considered and characterized. The main quality indicators are characterized depending on the degree of consumer satisfaction, perception and evaluation by him. The concepts and main aspects of quality management are covered. A close connection between aspects of quality and quality management and modern marketing has been established and substantiated.

EFFECTIVENESS OF INFORMATION SUPPORT FOR MANAGERIAL COLLABORATION AMONG HOSPITALITY INDUSTRY ENTERPRISES

The management accounting tools that are used in management activities and the main factors that are necessary for successful management accounting are analyzed. The goal we set in preparation of our article, is to reveal the main aspects of the organization of the effectiveness of the management accounting system as a source of information support for the process of management decision-making, the identification of problems that arise in the process of formation and functioning of this system, and the advantages it provides to the hotel business enterprise. The main requirements for information in the management accounting system and their influence on the definition of the concept of "management accounting" are outlined. It was found that the definitions presented in Table 1 have in common that the main task of management accounting is to provide unbiased information necessary for making management decisions by the relevant management units of the enterprise. The content of management accounting and methods of its implementation are presented schematically. The organization of information support of the hotel business is considered in the example of hotel "A" and the information equipment of hotel "A" is studied, in particular 14 personal computers that are combined into one network. The efficiency indicators of the information service of the hotel business are analyzed and it is determined that the highest consumer satisfaction with information support corresponds to the service providing telecommunication services, security service, and engineering service, and in turn, indexing the degree of consumer satisfaction with the information base will allow formalizing the organizational work of the hotel based on needs and expectations, and this will make it possible to select strategic alternatives to improve the quality of the hotel enterprise. The effectiveness of information support of managerial collaboration among hospitality industry enterprises has been analyzed, measures have been developed to intensify the management activities of Hotel “A” based on the use of information systems and technology. It was proved that they are effective and can be implemented in the activities of the hotel business.

WAYS OF IMPROVING SERVICE QUALITY IN NETWORK RETAIL

The article examines the ways to increase the efficiency of the retail network by involving consumers in making purchases in retail stores and a high level of their loyalty as a determining factor in the growth of turnover in the conditions of martial law. Methods of assessing the quality of service in trade enterprises have been established depending on the specifics of their activity and the degree of adaptation to changes in the external environment for the purposes of attracting and maintaining consumer loyalty. General trends in the development of modern retail, features of the sales funnel are considered. The most influential factors on the organization of business entities in the field of trade are identified, in particular: digitization of trade and technological processes and customer retention thanks to artificial intelligence; expansion of the virtual trading space and automation of internal processes; personalization of customer service. The identification of modern trends in the development of trade determines the needs of consumers, their behavior, and the choice of a sales system at a particular enterprise. It has been established that the use of generally accepted approaches to the formation of the sales funnel in the practice of trade enterprises allows to increase the volume of sales of goods and the level of profitability of the activity. According to this approach, the tasks of the staff are determined in relation to interaction with customers, focusing on their motivation to make a purchase. A study of the degree of consumer satisfaction was carried out and the level of service was determined for the purposes of further choosing the model of motivation of sales staff in the chain of stores «Yves Rocher» using the Mystery Shopping method. To calculate the level of service, a questionnaire developed by Yves Rocher was used, consisting of the following blocks: general impressions; subjective impressions; evaluation of sales processes; working with objections; assessment of the work of cashiers and external factors. The point system and evaluation method were defined. Based on the Harrington scale, a modified mystery shopper evaluation matrix was developed. The characteristics of each evaluation are highlighted to clarify the degree of performance of functional duties by personnel and to identify key areas of improvement. The level of service was established for seventeen stores of the Yves Rocher chain, with information on the subjective impression of a mystery shopper from a visit to the stores, which was evaluated on a ten-point scale. Based on the results of the Mistery Shopping evaluation, it was found that 6 stores have an excellent level of service, 4 are good, 2 are satisfactory, and 5 are acceptable. The conducted studies are of a universal nature, and the involved approaches can be used by retail enterprises to identify reserves for improving the level of service quality.

LEVEL OF CUSTOMER SATISFACTION OF SOCIAL SECURITY MEMBERS ON THE SERVICES OF SOCIAL SECURITY SYSTEM SAN PABLO BRANCH

The objective of this research endeavor is to assess the level of satisfaction that Social Security Services in San Pablo has among its members. This study employed both quantitative and qualitative research designs. To determine the level of satisfaction of SSS members, quantitative inferential research was utilized, which not only permitted responses to pre-formulated queries but also encouraged respondents to candidly recount their personal experiences. The proposed methodology will be executed by administering a questionnaire survey to members of the SSS, utilizing a convenience sampling approach. The first section comprises the demographic profile of the participants. The subsequent section employs a Likert scale to evaluate the respondents’ comprehensive experience with SSS services, including promptness, convenience, reliability, meaningful service, and related aspects. The data result presents the frequency and percentage of SSS members belonging to each age category. In addition, the majority of study participants fall within the age range of 31 to 40 years. Regarding gender, the majority of respondents are female SSS members. Regarding coverage status, the majority of participants are SSS members by employment. The majority of members express contentment with regards to the significance and dependability of the service. However, the least content with regard to convenience and timeliness. Limited research has been conducted on the manner in which SSS members perceive and satisfy their customers. This study acknowledges certain implications that may extend to encompass additional branches and services of SSS. Due to the paucity of research examining the degree of consumer satisfaction among SSS members

SWAT based Bi-objective framework for improving the degree of consumer satisfaction in urban water allocation system under streamflow uncertainty

A long-term perspective of climate change patterns leads to the strategic management of limited water resources and consequently achieves the maximum level of social satisfaction between the various sectors in a water allocation system. Therefore, this study first adopts Soil &Water Assessment Tool (SWAT) to simulate future climate change patterns [2020–2050 and 2051–2080] under Representative Concentration Pathway (RCPs) scenarios, and then the extracted SWAT output is applied as the initial data in a bi-level programming model in which the manager of the upper level (MUL) tries to maximize the level of social satisfaction between sub-areas while the lower level manager (MLL) focuses on maximization of multi-sectoral social satisfaction. Also, historical data collected from Zayandehrud basin, Iran as a case study are considered for calibration, validation, and subsequently projecting the runoff data for mentioned periods. Based on the output related to the regional hydrological cycle under the [RCP4.5/2020–2080 & RCP8.5/2020–2080] scenarios, the study area is strongly affected by drought and relative temperature increase. Accordingly, due to the shrinkage of water resources in the basin, the highest degree of consumer satisfaction is related to the domestic sector as the smallest recipient of water resources. Thus, with the development of adaptation measures such as the use of demand reduction leverage for the effective use of limited water resources, the challenge of demand dissatisfaction for both the industrial and agricultural sectors is significantly improved.

Testing the Feasibility and Dietary Impact of Macaroni Fortified with Green Tea and Turmeric Curcumin Extract in Diabetic Rats.

Macaroni is a commercially available Italian food product that is popular among consumers around the world. The supplementation of green tea extract (GTE) and turmeric curcumin extract (TCE) in macaroni may serve as promising and beneficial bioactive ingredients. We aimed to produce functional macaroni, assess the degree of consumer satisfaction and study the antidiabetic activity in diabetic rats. In this study, macaroni was fortified with GTE, TCE and a mixture of GTE and TCE ratio of 1:1, w/w (GTE/TCE). The resulting products were then analyzed in terms of their chemical compositions, while the degree of consumer satisfaction was monitored and the hypoglycemic and hypolipidemic effects in streptozotocin (STZ)-rats were investigated. GTE/TCE-M exhibited the strongest antioxidant activity (p < 0.05), while phenolics were most abundant in GTE-M. The overall preference for GTE-M, TCE-M and GTE/TCE-M were within ranges of 4.7-5.1, 5.9-6.7 and 6.2-8.2, respectively, in the nine-point hedonic scale. Consumption of these three preparations of macaroni (30 and 300 mg/kg each) neither decreased nor exacerbated increasing blood glucose levels in diabetic rats, while GTE-M (30 mg/kg) tended to lower increased serum triglyceride and cholesterol levels. In conclusion, GTE/TCE-M containing high amounts of bioactive EGCG and curcumin exerted the strongest degree of antioxidant activity and received the highest level of acceptance. Importantly, consumption of GTE-M tentatively ameliorated serum lipid abnormalities in diabetic STZ-induced rats by inhibiting lipase digestion and lipid absorption. Herein, we are proposing that GTE-fortified macaroni is a functional food that can mitigate certain metabolic syndromes.

ВПЛИВ МАРКЕТИНГОВОГО ЦІНОУТВОРЕННЯ НА ПОВЕДІНКУ СПОЖИВАЧІВ

The psychological aspects of consumer behavior were studied, taking into account the influence of the principles of marketing pricing. Various types of consumer behavior on the market and factors affecting it during the purchase of goods are considered. It is noted that the importance of price as a factor in making a purchase decision among consumers is quite high. In the perception of a significant share of consumers, price is an indicator of the quality of a product or service. The higher the buyer's income level, the more often he believes that price is directly related to quality. The considered features of the attitude of consumers to changes in the price level indicate that, depending on the nature of needs, the goals of purchasing products, the motivation of behavior, the level of supply and the influence of other factors, their behavior on the market may manifest itself in different ways. However, there is a certain sequence in these actions, which requires a study of the nature of its manifestation of actions in the process of making a decision by the consumer regarding the purchase of the product and its further implementation. Coordination of the general offer of the enterprise with the requirements of buyers for the quality of goods and their prices is the basis of its success in the sale of products. Taking this into account, the algorithm for forming a consumer's purchase decision when the company's price level changes has been improved. When adjusting the price level, special attention should be given to determining the degree of consumer satisfaction with the company's products, to studying the dynamics and forecasting the level of market prices for similar types of products, to studying competition trends in the market, to analyzing the dynamics of product sales volumes and profits. At the same time, it should focus on ensuring competitive advantages in the market with the help of a new price. The main psychological methods of marketing pricing are described. It is noted that in order to achieve higher efficiency, enterprises need to combine pricing methods, applying a complex situational approach.

Policy Goals of Contract Arrangements in Primary Care in Jeopardy: A Cross-Sectional Consumer Satisfaction Survey of Community Residents in Hangzhou, China.

ObjectiveChina is attempting to establish a voluntary contracting system in primary care. This study aimed to determine the degree of consumer satisfaction with the entitlements of contract arrangements and its associated factors.MethodsA stratified cluster sampling strategy was adopted to recruit study participants from three administrative districts of Hangzhou municipality, each containing six residential communities. In each community, 50 households were recruited. A questionnaire was administered through face-to-face interviews with members of the households who signed a contract with community health centers, to collect data regarding their sociodemographic characteristics, health conditions, and knowledge of and attitudes toward the contract entitlements. Consumer satisfaction was measured using six items rated on a five-point Likert scale ranging from “1=very dissatisfied” to “5=very satisfied” and a summed score was calculated. A mixed linear regression model was established to identify individual predictors of consumer satisfaction after adjustment of the random (intercept) effect of household clusters.ResultsOverall, the respondents reported low levels of awareness and understanding of the contract entitlements, with an average knowledge score of 8.21 (SD = 3.74) out of a maximum possible of 19. The respondents had relatively lower levels of satisfaction (satisfied or very satisfied) with their prioritized entitlements (51.5%) and hospitals at home and telemedicine services (31.3%), compared with the contract and insurance policies (85.5%) and medical services provided (87.0%). Female gender, older age, chronic conditions, and perceived better health were associated with higher levels of satisfaction, while poor awareness and knowledge were associated with lower levels of satisfaction.ConclusionThe study participants perceived limited benefits from the contract arrangements in primary care, which may jeopardize the policy purpose of the arrangements to encourage patients to use primary care as the first contact point in accessing health care services. It is evident that consumer satisfaction with the contract entitlements varies by healthcare needs. Lower levels of satisfaction are associated with poor awareness and knowledge of the entitlements.

ОРГАНІЗАЦІЯ ЗБУТОВОЇ ДІЯЛЬНОСТІ ТА СИСТЕМИ МАРКЕТИНГОВИХ ДОСЛІДЖЕНЬ НА ПІДПРИЄМСТВІ

The article examines the study of the conditions of activity of «RUSH», identifying the main problems; the assessment of the competitive environment was carried out, the degree of consumer satisfaction with the level of service provision and the assortment line was determined. In accordance with the changing and dynamic marketing environment in which the researched enterprise now operates, marketing research will allow to determine the directions of effective functioning in conditions of competition, to search for reserves to increase its competitiveness and choose effective directions for further development. The importance of using the company's marketing research system to determine the directions of its effective functioning in competition, finding reserves to increase its competitiveness and choosing effective directions for further development, which is especially important in a changing and dynamic marketing environment in which the company is now works. The main advantages of the «Eva» store line in relation to competitors in terms of assortment, pricing policy and product quality have been established. The main focus of the research was on market research, which combines consumer behavior and economic trends, which is extremely important for understanding consumer needs. Marketing research helps in management by providing information relevant to decision making. The results of marketing research help reduce the level of uncertainty in management decisions. Marketing research on customer satisfaction at «RUSH» showed that positioning the network in the women's segment was a profitable solution. In recent years, RUSH has been actively growing. Using market research methods, the management of «RUSH» can make business decisions based on the results obtained, which confirm their knowledge and experience. Marketing research helps to identify market trends, so it is necessary to conduct them often to get to know customers in detail, to study their needs and desires, to learn about their behavior and be able to manage it. Having carefully researched the market, the company's business will develop and gain certain competitive advantages.

МОДЕЛЬ ПОВЕДІНКИ КЛІЄНТА ЯК ОСНОВА УПРАВЛІННЯ СПОЖИВЧОЮ ЛОЯЛЬНІСТЮ

The aim of the article is to study the features of different models of consumer behavior in order to model their purchasing response and the formation of long-term consumer loyalty to a particular brand. The model of consumer behavior is defined as a description of the relationship between the actions of the consumer of goods and the motives behind these actions, the characteristics of the consumer and the state of the environment in which these actions are carried out. The process of purchasing a product is considered as an action. The study analyzes foreign and domestic models of consumer behavior, approaches to modeling consumer behavior. The motives of product choice, the degree of awareness and independence of choice, the degree of consumer satisfaction with the product, directions and possibilities of influencing consumer choice are studied. Most models of consumer behavior are based on the study of lifestyles of different social strata. Three components of a person's way of life are considered: actions, interests and thoughts. Modeling of consumer behavior is based on the concept of «7 Os»: market participants, their goals; market items; companies present in the market; market operating processes; acquisition opportunities; channels that form methodological approaches to modeling consumer behavior. It has been proven that one of the main factors influencing the purchase decision is consumer loyalty – a system of long-term relationship between supplier and buyer, in which each party refuses to maximize its profits in favor of maintaining this relationship. The greatest contribution to the formation of consumer loyalty have a positive experience of consumption, rational evaluation associations with the brand and the overall strength of all associations with the brand, which sets it apart from alternatives. The formation of consumer loyalty is possible due to the integration into the model of factors of consumer motivation and situational opportunities, taking into account which will achieve greater predictability in predicting customer behavior. The paper proposes an algorithm for consumer loyalty management, which includes the implementation of the following steps: organization of a continuous system of customer service; providing continuous feedback from customers; involvement of customers in regular communication with the brand; creation of a personalized scenario of the client's needs development and formation of a narrowly segmented scenario of his development; encouraging customers to recommend a brand and building a community around the brand among customers who share the business idea. Thus, modeling consumer behavior allows us to understand how, on the one hand, consumers react to the motivating factors of marketing, and on the other – what is a significant competitive advantage for the company.

Factors Determining the Marketing Managerial Efficiency (With Reference to the Edible Oil Entrepreneurs in Karnataka)

In India, in the recent decades there has been the emergence of modernised form of edible oil industry and suitable marketing strategies have been designed with an eye to earn enormous foreign exchange. However the current levels of productivity and quality of edible oils and the by-products are not adequate for meeting national requirement and do not match with international standards. Among several reasons for this state of affairs in the industry, one of the most striking lacuna is, inefficient marketing management of the enterprises. In this study, an effort is made to identify the factors that comprise marketing managerial efficiency and specific recommendations are made to improving the marketing managerial efficiency. Managerial efficiency with special emphasis on marketing can be operationally defined as the "degree to which the entrepreneur is able to adopt the practice the effectiveness factors for the purpose of achieving maximum profitability in the enterprise and high degree of consumer satisfaction."

FinTech Services and Factors Determining the Expected Benefits of Users: Evidence in Romania for Millennials and Generation Z

The purpose of this research is to define the level of significance for various indicators that influence the degree of consumer satisfaction regarding the use of FinTech technologies and services. The most important factors that influence the level of satisfaction when using FinTech services were considered: comfort and ease of use, legal regulations, ease of account opening, mobile payments features, crowdfunding options, international money transfers features, reduced costs associated with transactions, peer-to-peer lending, insurances options, online brokerage, cryptocoins options and exchange options. The study was conducted on a sample of 162 respondents, persons belonging to the Millennials and Generation Z generations. The values of the indicators for different categories of users of FinTech services and different categories of generations can be determined based on the statistical tests performed and the results obtained from the regression analysis. The values of the indicators are the basic elements for determining the regression model that will help the FinTech service vendors to make personalized decisions for each category of users so that the level of customer satisfaction is maximized. The study carried out within the present article is the first of its kind for Romania, because up to this moment in the specialized literature there are no such studies for Eastern Europe. The research we conducted aims to fill the gap existing in the literature and responds to the expectations and needs of stakeholders in the FinTechs’ business area. The results of the article are relevant to both stakeholders and the scientific community that is concerned about the impact of FinTech technologies.

Comparative Study on the Characteristics of Sporting Goods Consumption Behavior of Chinese College Students

College students are the main group of sports consumption in the future. Therefore, it is very important to understand the motivation of college students' sporting goods consumption and evaluate the importance and satisfaction of college students' purchase behavior of sporting goods. Currently, there are mainly three evaluation methods based on satisfaction, such as SERVQUAL model (service quality) proposed by Parasuraman A in 1985, the SERVPERF model (service performance) proposed by Cronin and Taylor in 1992, and the IPA (Important Performance Analysis) proposed by Martilla and James (1977). The IPA method used matrix coordinates to identify the important factors considered by consumers and the degree of consumer satisfaction with these factors, forming four quadrants of superiority, maintenance, improvement, and disadvantaged areas, thereby judging the elements that should be concentrated and prioritized for improvement. IPA analysis is widely used in many fields such as in tourism (Duke &amp; Persia, 1996; Deng, 2007; Hudson et al., 2004; Oh, 2001; Wade &amp; Eagles, 2003), in education (Alberty &amp; Mihalik, 1989; Ortinau et al., 1989), in sports services (Kwon &amp; Chung, 2018; Antonio Rial et al., 2008; Erjuan &amp; Bingshu, 2016; Meng, 2018). Therefore, this article used the IPA analysis method to study 386 Chinese college students who participated in the consumption of sporting goods. The data were analyzed by frequency analysis, exploratory factor analysis, reliability analysis and Importance-Performance Analysis using SPSS. The results of this study were as follows. First, the motivation of college students' sports goods consumption is divided into three dimensions such as conspicuousness, practicality, and individuality. Among them, the conspicuous factor is related to student age, grade, monthly allowance, and brand awareness. Second, the pre-consumption importance and post-consumption satisfaction are divided into six dimensions such as environment, function, price, after-sales, design, and brand. Among the important dimensions considered before consumption, female believe that the consumption environment and product functions are more important than male. Compared with non-sports students, sports majors think brand is more important than normal brand. In terms of domestic and foreign brand recognition, LiNing and Nike are considered the most wanted brands. In the post-consumption satisfaction dimension, students are more satisfied with the environment, function, and brand. Third, pre-consumption importance and post-consumption satisfaction are statistically significant difference (p = 0.000). The IPA analysis showed that marketers should continue to maintain their product design advantages and focus on improving the convenience of after-sales service and consumer environmental sanitation conditions to better meet the needs of different college students.

Restaurant consumer satisfaction research as a basis for ensuring rational consumption patterns

The article is devoted to the study of the degree of satisfaction of consumers of a public catering enterprise as the basis for ensuring rational consumption patterns at the present stage of economic sustainability development and the most important criterion of the company’s performance in order to obtain long-term profit. Customer satisfaction research is one of the main directions in marketing. The provision of rational consumption patterns, according to the authors, in line with the assessment of consumer satisfaction is influenced by many factors such as the environment, consumer behavior patterns, the quality of food and service, the atmosphere, and the company’s image. The main methods we use in assessing satisfaction are SERVQUAL, NPS, and CSI. The CSI index assesses the level of customer satisfaction immediately after interacting with the company. It is based on identifying product properties that are important to the consumer. NPS is one of the best tools for determining the effectiveness of a company in determining the degree of customer loyalty. The concept of “SERVQUAL” reflects in detail the peculiarities of customer perception of service services, allows them to come to an understanding of the standard that will be most in demand among customers.To describe the “Customer Satisfaction” process, the authors used a process passport, which contains the following elements: process name, process definition, process goal, process inputs / outputs, process consumers, process resources, process performance indicators and their criteria, methods of measuring indicators.From the analysis of CSI data obtained from clients, conclusions are drawn about the most important indicators. In this case, it is the quality of the food, the atmosphere, the level of service. Based on the study, recommendations have been developed aimed at increasing the degree of consumer satisfaction and increasing the competitiveness of the catering enterprise.

ДОСЛІДЖЕННЯ ЗАДОВОЛЕНОСТІ СПОЖИВАЧІВ ЯКІСТЮ ПОСЛУГ У СИСТЕМІ МАРКЕТИНГУ ПІДПРИЄМСТВ ТУРІНДУСТРІЇ

The article examines the peculiarities of marketing activities in the tourism industry. The complexity of this issue is not only that there is no single theoretical approach to solving problems of marketing support of tourism, there is no clear understanding of practical aspects. The purpose of the article is to study the features of marketing activities in the tourism industry and to develop tools for its improvement in order to increase consumer satisfaction with the quality of services provided. To achieve the goal of the article, a number of general scientific and special methods were used: abstract-logical method, method of theoretical generalization, abstract analysis, content analysis. The article defines the essence of tourism marketing, its purpose, tasks and functions, which are considered in tourism at 3 levels: public, regional and individual. The necessity of correct understanding of consumer behavior for realization of effective marketing activity at the tourist enterprise is proved. A comprehensive study of consumer needs and their consumer satisfaction with the quality of services is proposed. It will assess how marketing activities meet consumer needs and how a company assesses the importance of its work at each stage of the purchase decision. It has been proved that identifying the degree of consumer satisfaction with the company's services is the most important problem in the context of ensuring the competitiveness of the enterprise and the efficiency of its work in the market. A client-oriented model of marketing of a professional tourist service has been developed, which is based on the characteristics inherent in a professional tourist service. The model considers three types of marketing: traditional, internal and interactive marketing. The components of the model should be three controlled and interdependent links: "travel company – customers"; "travel company – staff"; "staff – customers ". It has been proved that the introduction of a customer-oriented model of marketing professional services and methods of personal sales will help improve the quality of services provided and increase the efficiency of the tourism enterprise as a whole.

The Influence of Service Quality of E-Commerce on Consumer Satisfaction Degree and Repurchase Intention: The Case of Leisure Food E-Commerce in China

In recent years, the proportion of leisure food in E-commerce platforms has kept increasing year by year for its attribute characteristics and the rapid development of E-commerce platforms, but some problems have also emerged. This paper aims at studying the influence of service quality on customer satisfaction and repurchase intention by means of specific division of service quality of E-commerce with leisure food E-commerce being an example. In this paper, the collected data is analyzed in terms of reliability and validity, factor analysis and construction of equation models in the form of questionnaires with software SPSS and AMOS. The conclusions obtained from analysis include: 1. Customers’ expectation before purchasing has a significant positive impact on consumer satisfaction. 2. The assumption that E-commerce web design has a significant positive impact on consumer satisfaction is false. 3. E-commerce logistics has a significant positive impact on consumer satisfaction. 4. The quality of e-commerce products has a significant positive impact on consumers. 5. E-commerce after-sales service has a significant positive impact on consumer satisfaction. 6. Consumer satisfaction has a significant positive impact on repurchase intention.

Comparison on sensory profile, volatile composition and consumer's acceptance for PDO or non-PDO tigernut (Cyperus esculentus L.) milk

Cyperus esculentus tubers are the raw material to prepare tigernut milk (horchata), which can be marketed under Protected Designation of Origin (PDO) “C hufa de Valencia”. The aim of this study was to characterize commercial tigernut milks and compare PDO and non-PDO products. The following aspects were studied: (i) volatile profile, (ii) descriptive sensory profile, (iii) consumer satisfaction degree. The key volatile compounds were limonene, benzaldehyde, linalool and m-methoxyanisole. Principal component analysis indicated a mix of PDO and non-PDO samples in the groups formed. The highest consumer satisfactions were observed for 2 PDO samples. Penalty analysis showed that 80% of non-PDO samples needed improvements, while this percentage drastically decreased to 40% for PDO samples. The online study proved that a lot of people drink horchata, less people know the PDO Chufa de Valencia and even less people consume the protected product consciously. In conclusion, there was not a clear difference among protected and non-protected tigernut milks respect to volatile compounds but there were differences in the degree of consumer preference. So, it is clear that a lack of knowledge regarding the product and its PDO exists and needs attention.

Moody kids years later: Long-term outcomes of youth from the Omega-3 and therapy (OATS) studies

BackgroundThis naturalistic follow-up study examines outcomes for youth with depression (n = 25) or subsyndromal bipolar disorder (n = 13) 2–5 years after participation in randomized clinical trials (RCTs) of omega-3 fatty acids (Ω3), individual family psychoeducational psychotherapy (IF-PEP), and their combination MethodsForty percent (38/95) of RCT families completed a follow-up assessment ResultsRelapse rates and conversion to bipolar disorder were consistent with published literature. Original treatment assignment did not impact current functioning. Overall, participants’ mood severity, executive functioning, and global functioning continued to be better than at RCT baseline. Depressive symptoms increased significantly from end of RCT. Manic symptom severity, executive functioning, and global functioning remained comparable to end of RCT. The majority of parents and youth reported improved youth emotion regulation skills and family communication. They considered study participation beneficial, with increased understanding of mood disorders being the top reason. Half of youth commenced or continued Ω3 and 58% commenced or continued psychotherapy post-RCT, suggesting some degree of consumer satisfaction; these youth had lower depression severity than other participants. LimitationsOnly 40% returned to this naturalistic follow-up; they were less likely to have an African-American parent, were of higher income, and youth were more symptomatic at end of RCT than those who did not return ConclusionsImprovement from RCT baseline continued although depressive symptom severity increased from end of RCT to follow-up. Meaningful improvements in youth and family functioning persisted 2–5 years later. Interventions that prevent relapse or conversion to BPSD are still needed for these vulnerable populations.

Підвищення ефективності сервісних підприємств за рахунок зацікавленості клієнтів автопослуг

The problems of functioning of the service enterprises, whose main point is the underutilization of production facilities due to the lack of customers, are identified. An increase in the utilization capacity of a service enterprise is associated with the need to select criteria for evaluating the enterprise's production activity. Special attention is paid to the principles of design and construction of the service enterprise, optimization of placement, estimation methods and indicators of production and technical base, feasibility study of the size and capacity of service enterprises, as well as planning issues. New approaches have been developed in the design of the production and technical base of automobile service, which are related to the certification of work posts, licensing, rational choice and placement of communication systems of modern service enterprises. The priorities of the service enterprise are to evaluate the degree of consumer satisfaction with the goods and services of the firm, to increase the commitment among clients. The importance of production factors of service enterprises is determined using a cause and effect diagram. It is established that the magnitude of the utilization factor of the car service production capacity depends on the factors: location of the service, closeness of competitors and their quantity, structure of demand for services with seasonal changes and level of service. A customer who has requested services for a service company more than 3 times is a permanent customer. A customer who has applied less than 3 times for the service, is in the category of new. Service companies, through a system of discounts, stimulate repeat customer appeal. The reserve of increasing the utilization capacity of a service enterprise from improving the quality of services in the i – production zone depends on the indicators of increasing the complexity of work from the introduction of additional services, the increase in the number of customers due to retention and involvement, the increase in the complexity of ordering regular customers compared to new regularities regular customers services compared to new ones. The scheme of technological process of service enterprise is made according to which the car is first directed to the site of acceptance for repair, and then to any of the production areas of the car service (areas of diagnosis, maintenance, repair and repair stations). The choice of low-quality service (work) of the surveyed production area (site) is carried out according to the normalized ranking of importance, taking about the specific weight of orders. The analysis of production activity of the service enterprise is carried out in which at different stages the dispatcher, the master - the receiver, the foreman, the engineer of engineering and technical service take part. The graphical interpretation of the services quality at the engine diagnostics department based on the generalized customer questionnaire data and data on the production activity of the station is given. To improve the quality of maintenance work on fuel systems is the technological equipment of the workplace in accordance with the typical requirements and bringing in the necessary technical condition of the main technological equipent.