Degree Of Customer Satisfaction Research Articles

Evaluasi Tingkat Keberhasilan Aplikasi Tije Menggunakan Metode Pieces Framework

The TIJE application is a digital platform that has been specifically developed to provide smartphone users convenient online access to Transjakarta information. In order to use the platform, individuals must first establish an internet connection and then download the TIJE application. In order to evaluate user satisfaction with the TIJE application, it is essential to identify any faults or problems that may be associated with its utilization. One such way for assessment is the use of the PIECES framework. The study utilizes a quantitative research technique, using a survey administered via Google Forms as the principal instrument for data gathering. The data that has been gathered is then subjected to analysis using the statistical software package SPSS version 26. The assessment of user satisfaction with the TIJE application may be conducted with the PIECES approach. This approach assesses user satisfaction across many areas. The findings suggest that participants assigned a rating of 4.04 to Performance, 4.23 to Information and Data, 4.25 to Economy, 4.51 to Control and Security, 4.55 to Efficiency, and 4.59 to Service. The ratings achieved for the TIJE application vary from 4.2 to 5, indicating a notable degree of customer satisfaction.

SNI ISO/IEC 17025:2017 IMPLEMENTATION IMPACT ON TESTING LABORATORY

<p>A globally recognized standard for ensuring the competence of testing and calibration laboratories is SNI ISO/IEC 17025:2017. Many testing laboratories are currently using SNI ISO/IEC 17025:2017, and many have already received accreditation. The laboratory serves a variety of objectives, which is beneficial to enhancing the lab's performance. A laboratory's performance could be measured by how well it serves its customers and their satisfaction. This study aims to examine the impact of applying SNI ISO/IEC 17025:2017 on the number of services provided and the level of customer satisfaction in laboratories that have been accredited by KAN for the scope of CNC vertical-type milling machines and CNC lathes for position accuracy test, cutting result accuracy test, and circular movement accuracy test. This study uses a qualitative, descriptive research design and conducts elementary analysis to characterize the overall state of the data. Information on the number of services provided and the degree of customer satisfaction during 2016–2021 were compared, allowing for a comparison of the trends in service quantity and customer satisfaction. The findings indicate that the rise in laboratory services is influenced by the implementation of SNI ISO/IEC 17025:2017. Furthermore, as evidenced by a strong customer satisfaction score, the performance of the offered service has no bearing on the quantity of technological services falling under the purview of SNI ISO/IEC 17025:2017 accreditation.</p>

A Study on the Influence of Service Quality in Customer Satisfaction; Application of Servqual Moel with Special Reference to Home First Finance Company

Service Quality in finance sector is the most important criteria and asset for evaluating and satisfying customers and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in Home First Finance Company. By realizing the gap between the perceived and actual service quality, customer satisfaction can be extremely improved. Keywords: Customer Relationship, Generating Leads, Customer Satisfaction

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.

An Empirical Study of The Factors Affecting University Students’ Satisfaction Towards Foodpanda Mobile Application

Foodpanda is a well-known online food delivery platform. Foodpanda has evolved to be a popular option for individuals looking for simple and convenient food delivery services, particularly university students. The objectives of this study are to provide novel insights and investigate what factors influence university students' satisfaction with the Foodpanda mobile application through the proposed research model. Precisely, the objective of this article is to examine the relationship between information quality, system quality, price, perceived convenience, delivery experience, and customer satisfaction. The results of this study aim to guide Foodpanda managers in ensuring a high degree of customer satisfaction and retention, as customer satisfaction is critical to a company's success. This study will use a quantitative method to obtain data from university students by administering a survey. SPSS software will be used to analyze the collected data. Based on the findings, it is anticipated that the five investigated factors will have significant effects on customer satisfaction.

Way Wise

CRM can enable the enterprise to enhance greatest the satisfaction degree and loyalty degree of customer through the effective integrating the human resources, the operation flow and the specialized technology. The data mining technology is playing the very essential role in the CRM implementation. This article introduced the CRM and the data mining technology, and constructed the frame of travel agency CRM based on data mining aimed at the travel agency industry, and focused on the using of data mining technology in the travel agency customer relationship management. Keywords— Track Location , Android .

Управленческий учет маркетинговых затрат в торговле

Currently, trade is rapidly developing in Russia. Large commercial intermediary firms-distributors, dealers, traders come to the market, as well as large trading giants-supermarkets, nonspecialized stores with a wide range of goods offered, which benefit from cooperating with wholesale companies. The main problems slowing down the development of trade activities in Russia are recognized as absence or lack of working capital, financing, qualified personnel, premises for storing goods and high rents, poor information support and imperfect regulatory regulation of trade activities, tough competition, etc. Under these conditions, high-quality management of the activities of any economic entity is impossible. The introduction of an effective system of management accounting for marketing expenses is strongly needed. The emergence of a new object in management accounting - marketing costs - determines the need to prepare new tools for their recognition, evaluation, and development of new key indicators for managing these objects. In the context of digitalization of trade, the latest technologies are being invented and the basic principles of doing business are changing. To assess the satisfaction of buyers (customers, clients), as a percentage of the total number of buyers, a number of indicators are calculated. Availability of information concerning the degree of customer satisfaction facilitates the work of planning and forecasting demand, income and expenses of a trading organization. Accounting and analytical support (AAS) for managing marketing costs helps improve the effectiveness of this area of the company’s marketing policy and includes 3 main blocks: accounting and reporting, analytical block and planning. Retro discounts and future discounts are recognized as marketing tools for stimulating sales. Formation of a budget for marketing costs provides the process of drawing up forecasts for the amounts of income, expenses and profits from marketing activities, minimizing costs in the process of achieving marketing goals.

Analysis of needs and the degree of their satisfaction for target groups as the basis of a strategic plan for the development of the territory

The work has been evaluated the needs of the target groups of the municipality in order to select promising areas of development to develop the most effective strategy for the development of the territory. The article also presents a mechanism for analyzing the identification of needs and the degree of customer satisfaction by ranking levels by the method of expert assessments. It is determined that the proposed methodology for determining the needs of target groups in the municipality in practical implementation should become the basis for the formation of a strategic plan for the development of the municipality.

Automated Recognition and Control of Human Interaction by Video Image

The purpose of research is to increase the efficiency of recognition and control of interaction between buyers and sellers of stores by developing a model of automated recognition and control of human interaction by video image. Methods. The research is aimed at solving the fundamental scientific problem of developing models and methods for monitoring and recognizing human interaction by video image. At the moment, the sphere of trade is rapidly developing, there are more and more online resources that take over a significant part of the flow of customers, and therefore, ordinary stores and shopping centers need to introduce new ways and methods of interacting with customers, and therefore provide a better service. Modern companies are trying to solve this problem in different ways: counting visitors, monitoring devices, various neural network solutions, and so on. However, none of the currently available offers on the market is able to automatically classify a person as a buyer or seller by video image, as well as to assess the degree of customer satisfaction with the service provided. To remedy this situation, methods and models have been developed that make it possible to develop software based on them, with the help of which it will be possible to determine the satisfaction of visitors and customers, recognize customers and sellers among people and determine the quality of employees' work. Results. Models and methods for classifying customers and sellers by uniform, methods for determining the level of interaction between sellers and customers based on algorithms for determining the satisfaction of visitors andcustomers by voice and face, and algorithms for determining the quality of employees' work have been developed. Conclusion. As a result, models have been developed that allow improving the quality of interaction between sellers and customers by video image.

Methodological bases for assessing the quality of transport and logistics customer service of a marine terminal operator

The purpose of this article is to develop a methodology for assessing the quality of transport and logistics services for operators of sea terminals. The paper identifies the factors influencing the formation of the quality of transport and logistics services in the activities of marine operators of sea terminal in modern conditions. As a result of the conducted research, a system of comprehensive quality assessment has been formed, which allows assessing the degree of customer satisfaction. A new approach to quality assessment is proposed, involving the involvement of customers in the formation of quality criteria, as well as a method for calculating and evaluating the normative level of the generalizing indicator of the quality of transport and logistics customer service of the operator of the sea terminal. The practical significance of the developed methodology is that on its basis it becomes possible to assess the consequences of implementing various management decisions to improve the business processes.

Distribution Channels for Organic Food in the Republic of Serbia

Abstract Continuous organic production growth in the Republic of Serbia poses the issue of the existence of adequate distribution channels for these products, as they require specific storage and distribution requirements. In addition, the development of organic food production and demand for these products indicates that this market segment is not negligible. Hence, there is a need to analyze the degree of customer satisfaction with organic foods with existing distribution channels. Are there adequate channels for the distribution of organic food? How much trust do consumers have in distribution channels and whether the level of trust in distribution channels can affect consumers’ buying decisions? These are just some questions that come up. In this regard, the subject of research will be the existing distribution network of organic products in the Republic of Serbia, as well as the degree of satisfaction and trust of consumers in distribution channels, in order to define guidelines and recommendations for the redesign of the organic food distribution network. In order to answer those questions, empirical research was conducted on the territory of the Republic of Serbia, and for the purposes of statistical analysis was used following statistical methods: ANOVA, MANOVA, cluster analysis, and descriptive statistics.

Research of scientific approaches to assessing the effectiveness of corporate enterprise product strategy

The object of research is scientific approaches to the product strategy of corporate enterprises, as well as types of product strategies, presentation of methods for evaluating product strategies, and the experience of successful companies with effective product strategies. Factors that influence the implementation and choice of a product strategy are considered in a structured and step-by-step manner. The basis of the activity of every enterprise is to achieve the set goals. It is precisely in this that the use of a product strategy will be needed, as it helps to focus and come to the question of determining the goals of entrepreneurial activity with the appropriate importance. And the determined indicators of the evaluation of the effectiveness of product strategies carry out a corrective action in the process of promotion of the enterprise, make it clear whether changes in the product strategy of the enterprise are necessary, and whether the enterprise has achieved the specified goals. The most effective product strategies in today's conditions of high competition and the rapid turnover of dissatisfied customers are based on the satisfaction of customer needs, which is the most modern approach to success. To determine the degree of customer satisfaction with the presented product, metrics are used, which in turn help to adjust the company's offer and product strategy. Highly appreciating the contribution of scientists to the development of the theory of product strategy formation, it is worth noting that there are a number of unresolved issues of a theoretical and applied nature, related to the lack of a unified view on the effectiveness of the formation of a product strategy, different visions and the unsystematic nature of the process of its evaluation, the uncertainty of directions for improving the formation process product strategy and debatable approaches to the choice of product strategies in the activities of corporate enterprises. This necessitates the further substantiation of scientific provisions regarding the formation of the product strategy of corporate enterprises of the food industry.

Classification of male upper body shape: An innovative approach

This study aims at the proposition of a novel strategy to classify the upper body silhouette of the male population into different shapes. Instead of using an existing measuring scheme based on linear evaluation of the body, we devise the use of angle-based anthropometric data to capture the exhibited curvature of the upper body. The objectives are attained by quantifying and employing the chest-waist (CW) angle and hip-waist (HW) angle in the instigation of a more appropriate classification of the upper body. A sample of 241 males aged 17–29 years was scanned through a 3D body scanner to gather the anthropometric data including chest girth, waist girth, and hip girth and their respective heights. In the next phase, the extracted information was used to calculate the angles. Based on the empirical realizations of the resulting indices, criteria defining the classifications of the body shape were determined. The operational environment is further enriched by considering varying levels of angular differences capable of offering more notable stratification of the upper male body shapes. It is realized that the angular difference of 10° between the CW and HW angles results in the more prominent classification of the upper male body. The proposed body classification technique classifies the sample of 241 males into three body shapes that are, straight (61%), hourglass (36.51%), and torch shape (2.48%). The classification scheme proposed in this study is a step toward achieving a high degree of customer satisfaction regarding clothing fit. It is a reference for coming research in body shape classification to achieve clothing fit in customized clothing.

Study of Educational Service Quality in Mongolian Universities

This research aims to define the degree of customer satisfaction in Mongolian higher educational services and determine quality characteristics that can be used to improve customer satisfaction based on the potential customer satisfaction improvement (PCSI) index using the Kano and SERVQUAL models. The Kano and Timko models were used through a questionnaire survey of students in Mongolian national universities based on a survey questionnaire aiming to classify the quality attributes by the SERVQUAL model to calculate the potential customer satisfaction improvement index. Moreover, the PCSI is used to assess the improvement possibilities with the Kano model’s attributes. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is completely fulfilled. More than 50 undergraduate students participated in this study. According to the PCSI calculation results, this research can help Mongolian national universities improve customer satisfaction among students. The PCSI index suggested by this research can also be used for other service quality analyses.

Empirical study based on consumer dissatisfaction of Gree Air Conditioning

due to the overall downward trend in the air-conditioning market,From 2012 to 2021, domestic air conditioning sales fell 25.12% year on year and sales fell 19.36% year on year, due to market pressure, inventory pressure and poor policy convergence, the price war among various brands has become more and more fierce. The competition among air-conditioning merchants fully reflects the competition of comprehensive strength, how to improve customer satisfaction has become the first problem to be solved. Therefore, it is necessary to evaluate and analyze the customer satisfaction degree of Gree air-conditioning system, in order to know the customer’s perception of the quality of Gree air-conditioning service.

Perception on the Quality of Organizational Communication in the Support Service Units in Romania

Our research aimed at assessing the degree of customer satisfaction regarding the quality of organizational communication in the support service units in Romania, from the perspective of the services they have benefited from. Our research was of a quantitative type, through a questionnaire distributed online, to which 315 current and/or former clients of the support services units in Romania replied. In order to establish the representativeness of the research sample, we used the snowball method. The confidence level of the answers was 95% and the MPE was 5.5%. The questionnaire included 21 questions, context in which we formulated one main hypothesis and three working hypotheses. The econometric analysis of the answers was based on the method of comparing the means through the IBM SPSS 20 application, this being supplemented by the ANOVA variance analysis, where the structure of the answers in the questionnaire allowed. In the methodology used, we included the method of analysing multiple answers for structured questions, so as to record more answers from the variants we proposed to the participants in the study. The validation of the research hypotheses revealed that the suspicions of the clients of the support services units in Romania regarding the quality of the provided services are justified, given that the interest of these entities for the loyalty of the beneficiaries of the provided assistance activities is non-existent. The results of the study finally allowed us to formulate proposals for improving the organizational communication within the support units in Romania and, in this way, to also improve both the efficiency of the activity and the loyalty of their customers.

Investigasi Kepuasan Pelanggan dan Kualitas Pelayanan Menggunakan Metode Servqual dan Kano

The purpose of this study was to determine the level of customer satisfaction of a coffee business in Padang, West Sumatra. The method used is Servqual and the measurement of service quality is the Kano method. This study explores the quality of service that has an impact on customer satisfaction at a coffee business in Padang. The type of data in this study is primary data in the form of a questionnaire that has been distributed to respondents. The number of samples in the study amounted to 100 respondents. The results of the study show that0 with the Servqual method, it is found that the gap scores for 27 service attributes measured in this study produce a negative value, and 1 service attribute produces a positive value. There are 24 one-dimensional attribute categories, which means that consumer satisfaction is proportional to the performance of the attributes. The higher the attribute performance, the higher the customer satisfaction. And 3 attributes of the reverse category, which means the degree of customer satisfaction is higher if the service does not exist.

Professionalism Perception and Client Satisfaction

This research aims to evaluate the degree of customer satisfaction of the nightclubs with the security guards, as well as the perception of their professionalism in performing their duties. Using survey data from 479 nightclubs clients to assess the clients’ professionalism perception of bouncers-doormen and satisfaction. The results indicate an overall satisfaction and bouncers-doormen to be recognized as professionals. Findings also partially contradict previous research. Despite recognizing a certain degree of abuse of power, customers consider those professionals as helpful, especially in emergency situations where they provide guidance and the necessary support. They are also considered to properly watch and protect people and goods in night-time entertainment spaces and have a good ability to foresee and anticipate incidents.

Assessment of accessibility and hydraulic performance of the water distribution system of Ejere Town

AbstractWater is necessary for human health, economic success, and happiness, as well as other developmental goals such as proper diet, gender equality, education, and poverty reduction. Drinking water is a common problem in Ejere Town. The primary goal of this study was to investigate the accessibility of the town's drinking water distribution system. To achieve this research goal, the hydraulic performance of the town's water distribution system and the level of customer satisfaction were assessed. 374 sampled households were randomly chosen from a total of 13,380 to measure the degree of customer satisfaction with the town's water supply services, and the hydraulic performance of the town's water distribution system was analyzed using the WaterGEMS software. Of the 374 customers surveyed for the study, 85 (22.7%) were satisfied and 289 (77.3%) were dissatisfied, implying that the satisfaction levels were below average. The WaterGEMS hydraulic model was calibrated (R2 = 0.94) using measured data from nine randomly chosen nodes. According to the model results, a great amount of the velocity and pressure in the water distribution system was below the minimum recommended limits. These minimum pressures and velocity levels indicate that there is not enough water pressure in the distribution network to reach all parts of Ejere Town. Finally, it was concluded that there was insufficient access to drinking water in the town.

The effect of management quality of accounting information system outputs on customers satisfaction in Saudi Arabia commercial banks

The study explores the effect of management quality of accounting information system outputs on customer satisfaction in Saudi Arabia commercial banks. In the presentation of the data and the theoretical approach, the descriptive approach was adopted in evaluating the findings of the study aimed at knowing the effect of the consistency of the outputs of the accounting information system on the satisfaction of customers in the KSA commercial banks. Clients of commercial banks working in the KSA are the sample population. The research survey was a random sample involving 600 respondents from clients. The findings of the regression analysis revealed a statistically important reliability effect, where the value of (P) 463,384 was less than (0.00) in statistical terms, and this was verified by the (T) test. This means that stability as an aspect of the consistency of the performance of the accounting information system and the degree of customer satisfaction with the operating banks have a positive impact. A crucial research challenge in the consistency of literature on the quality accounting information system (QAIS) relates to the capacity of management accounting systems (MAS) to offer information that lets managers make smarter choices. Many scholars have advocated the use of more modern (QAIS) over the last decades.