Drivers Of Satisfaction Research Articles

Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape

With digital platforms having proved to be a hub for service delivery, the drivers of customer satisfaction have become very important in ensuring improvement in service quality and retaining customers. This paper investigates the dimensions of electronic service quality that influence customer satisfaction in Jordan’s logistics and delivery service. The approach is quantitative, and data was collected through structured questionnaires from 436 logistics and delivery service users. The key measurement dimensions in the study will be reliability, ease of use, efficiency, privacy, and responsiveness. Research results show that reliability is the main influencer in affecting customer satisfaction; responsiveness and ease of use are closely followed. Efficiency and privacy too show positive influences, though relatively low. That will mean that logistics and delivery service industries that offer reliable and responsive services will result in customer satisfaction. These e-service factors indicate greater room for improvement, which service providers are encouraged to focus on to nurture better customer loyalty. The following sections provide valuable insights for industry leaders and policymakers who aim to enhance the overall customer experience in Jordan’s blossoming digital service landscape.

Making medical education great again: analysing trainee feedback to identify key drivers of trainee satisfaction and improve experience

ObjectivesThe London School of Paediatrics (LSP) surveys trainees annually regarding their training placements. There is a wide variation in satisfaction. We explored the last 5 years of data to identify trends and determine predictors of overall trainee satisfaction.MethodsThe survey is distributed annually to all London paediatric trainees with response rates of 86–90%. It explores overall placement satisfaction, followed by key questions covering staffing, supervision, teaching, facilities and other facets. The survey blends both quantitative and qualitative feedback.Satisfaction levels were analysed using time series trend analysis. Overall levels were compared using t-tests. Associations between satisfaction and components of the survey were identified using a convergence of multiple regression and other multivariate analyses.ResultsOverall trainee satisfaction increased steadily until 2020. There was a considerable variation across sites, some having consistently higher or lower scores than the median, while others showed an upward or downward trend, or very variable pattern.By training levels, ST3 trainees consistently rated their placement below average and ST7 trainees above average. There was also a considerable variation in responses by training level with regard to perceived staffing levels and teaching.To understand the influences on overall satisfaction, regression coefficients were derived between specific metrics and overall satisfaction using multiple regression and then normalised to 100%. The explanatory power of this list to explain satisfaction overall is high at 82% R2.Trainee satisfaction was most strongly correlated with workplace atmosphere and consultant support. Staffing, educational supervision, facilities and wider MDT (Multidisciplinary Team) support are associated with overall satisfaction, but to a lesser degree.ConclusionsTrainee satisfaction is crucial, affecting patient safety, retention and trainee mental health. Our analysis identified significant associations with satisfaction including modifiable elements such as consultant engagement and team morale. Staffing levels were less related to satisfaction than expected.Experimental data exploring the components of clinical training in real-world situations are lacking. These data use the natural experiment of placing trainees in different training locations to explore the factors that relate to their overall experience.

The multi-dimensionality of citizen satisfaction: A conjoint experimental approach

Current research demonstrated that many factors affect public satisfaction of government services. One central challenge for scholars is that citizen satisfaction is a multi-dimensional concept, yet most empirical tests focus on a small number of factors, and do not account for the simultaneous effects of the many factors. In this study, we present a comprehensive approach that accounts for this multi-dimensionality, and views satisfaction as dependent on two categories of factors: service-specific attributes, and performance comparisons. We assess the multi-dimensional nature of citizen satisfaction with a conjoint experiment, a methodological tool that allows us to test the causal effect of multiple factors operating at the same time. We use the conjoint design to investigate citizen satisfaction from every-day government services. The findings suggest that citizen satisfaction is driven by both groups of variables. Also, we find evidence for a negativity bias in public evaluations when service-specific attributes are involved: individuals' reported satisfaction is more sensitive to negative information like higher costs or unprofessional behavior by service providers compared to positive description of these factors. At the same time, we find that factors in the performance comparisons category create more balanced effects on satisfaction with respect to the information valence. The analysis reveals the drivers of public satisfaction of government services and the importance of key factors. The use of a conjoint design provides a more appropriate tool to tackle the multi-dimensional nature of a central public administration concept of citizen satisfaction.

The value of augmented reality: exploring hedonic and utilitarian augmented reality experiences

PurposeThe current study explores two distinct augmented reality (AR) experiences (hedonic and utilitarian) to determine the drivers of satisfaction and word-of-mouth (WOM). Specifically, this research investigates how different AR characteristics (person–virtual environment (VE) interaction, novelty) impact reality congruence and immersion, which ultimately lead to satisfaction and WOM.Design/methodology/approachWe tested the proposed model using a US consumer sample (N = 401) by applying partial least squares structural equation modeling (PLS-SEM) to reveal differences across the AR experiences regarding the mediating effects of immersion and reality congruence. Furthermore, we administered PLS-SEM multigroup analysis to identify differences for hedonic and utilitarian AR experiences.FindingsThis study provides important insights into the use of AR to create value-driven consumer experiences and outcome behaviors. Interacting with the virtual environment (VE) enhances immersion for hedonic AR experiences while it leads to higher levels of reality congruence for utilitarian AR experiences. While established relationships such as novelty to immersion continue to be significant, new constructs such as person–VE interaction and reality congruence immerge as stronger influences.Originality/valueTo date, most studies have implemented apps such as IKEA Place and have considered value as one comprehensive construct. However, limited research has examined differences in hedonic and utilitarian AR experiences. The current findings enhance the understanding of utilizing value-driven consumer experiences within the AR context to achieve desirable outcome behaviors.

Corporate Governance Practices of Changampally Ayurveda Vaidyasala - A Study from Employees’ Perspective

Corporate governance is the arrangement in which companies are directed and controlled (OECD, 2004). Each stakeholder is important to every company and Corporate Governance is the driver of stakeholders' satisfaction (Rejeb, 2012). Among the stakeholders of a company, employees are the most critical stakeholders as they hold direct and long-term contact with the productivity of every company (Lynch Fannon, 2006). This study intended to understand employees' perceptions of Changampally Ayurveda Vaidyasala's corporate governance practices. The famous Changampally family was invited from Tulunadu to perform in the famous Mamanka festival in Thirunavaya, and later, they were forced to settle in Thirunavaya. (http://www.changampallyayurveda.com/ayurveda-medicine-manufacturing.php, n.d.). They are considered one of the oldest and most renowned Ayurveda practitioners specializing in AsthiMarma Chikilsa. It is an Ayurvedic manufacturing company with a GMP certification and is well-known for its employee maintenance system. This study went through their existing corporate governance practices like transparency, fairness, accountability, and responsibility of the company from the employees’ perspective. It is found that the company hasfavourable transparency, fairness, accountability, and responsibility policies towards employees and itsoverall corporate governance practices are found exemplary.

Does Social Media Content Quality and Engagement Influence Consumer Satisfaction in the Apparel Industry?

This study examines the influence of social media marketing on consumer satisfaction in the apparel industry, with a focus on key factors such as engagement and content quality. The rapid growth of social media has reshaped the way consumers interact with brands, making it essential to understand how these platforms influence consumer behavior. The research problem centers on determining the impact of social media engagement and the quality of social media content on consumer satisfaction. The study aims to explore these relationships and provide insights into effective social media marketing strategies for apparel brands. Using a descriptive research design, the study was conducted in Coimbatore district with a sample size of 139 respondents identified through convenience sampling. Data was collected using structured questionnaires, and relevant statistical tools, including ANOVA, Correlation Analysis, and Multiple Linear Regression, were used to analyze the data. The findings reveal that frequent interaction with brands and engaging visual content are key drivers of consumer satisfaction. Findings of the study reveals that social media marketing plays a crucial role in shaping consumer behavior in the apparel industry, and brands must refine their strategies to meet consumer needs and enhance satisfaction through consistent, high-quality content.

Job Satisfaction and Generational Difference: The Shifting Nature of the Workplace

This study investigates job satisfaction across different generational cohorts within the workforce. It explores how intrinsic rewards, extrinsic rewards, work relations, work-life balance, and employee activation variables influence job satisfaction among these groups. A web-based survey was conducted across the United States, involving 566 participants. Regression analysis was used to identify significant predictors of job satisfaction for each generational cohort. The results revealed that interesting work significantly predicts job satisfaction for all generations, with the strongest impact observed in Generation Z. baby boomers, Generation X, and millennials reported high levels of satisfaction with pay and relations with management. The study highlights distinct generational preferences, contributing to a nuanced understanding of job satisfaction drivers.

Polygenic Score for the Prediction of Postoperative Nausea and Vomiting: A Retrospective Derivation and Validation Cohort Study

Background Postoperative nausea and vomiting (PONV) is a key driver of unplanned admission and patient satisfaction following surgery. Because traditional risk factors do not completely explain variability in risk, we hypothesize that genetics may contribute to the overall risk for this complication. The objective of this research is to perform a genome-wide association study of PONV, derive a polygenic risk score for PONV, assess associations between the risk score and PONV in a validation cohort, and compare any genetic contributions to known clinical risks for PONV. Methods Surgeries with integrated genetic and perioperative data performed under general anesthesia at Michigan Medicine and Vanderbilt University Medical Center were studied. PONV was defined as nausea or emesis occurring and documented in the PACU. In the Discovery Phase, genome-wide association studies were performed on each genetic cohort and the results were meta-analyzed. Next, in the Polygenic Phase, we assessed whether a polygenic score, derived from genome-wide association study in a derivation cohort from Vanderbilt University Medical Center, improved prediction within a validation cohort from Michigan Medicine, as quantified by discrimination (C-statistic) and net reclassification index. Results Of 64,523 total patients, 5,703 developed PONV (8.8%). We identified 46 genetic variants exceeding P<1x10-5 threshold, occurring with minor allele frequency > 1%, and demonstrating concordant effects in both cohorts. Standardized polygenic score was associated with PONV in a basic model, controlling for age and sex, (aOR 1.027 per standard deviation increase in overall genetic risk, 95% CI 1.001-1.053, P=0.044), a model based on known clinical risks (aOR 1.029, 95% CI 1.003-1.055, P=0.030), and a full clinical regression, controlling for 21 demographic, surgical, and anesthetic factors, (aOR 1.029, 95% CI 1.002-1.056, P=0.033). The addition of polygenic score improved overall discrimination in models based on known clinical risk factors (c-statistic: 0.616 compared to 0.613, P=0.028) and improved net reclassification of 4.6% of cases. Conclusion Standardized polygenic risk was associated with PONV in all three of our models, but the genetic influence was smaller than exerted by clinical risk factors. Specifically, a patient with a polygenic risk score > 1 standard deviation above the mean, has 2-3% greater odds of developing PONV when compared to the baseline population, which is at least an order of magnitude smaller than the increase associated with having prior PONV/motion sickness (55%), having a history of migraines (17%), or being female (83%), and is not clinically significant. Furthermore, the use of a polygenic risk score does not meaningfully improve discrimination compared to clinical risk factors and is not clinically useful.

Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI

The proliferation of mobile stock trading has introduced various apps with distinct features, emphasizing the need to understand users’ evaluations after adopting the service. This study explores the determinants of retail investors’ satisfaction with mobile stock trading services by employing an advanced textual analysis of customer reviews for four leading trading applications. We utilized Bidirectional Encoder Representations from Transformers (BERT) based Topic modeling (BERTopic modeling) to identify key topics within customer reviews and used the results as input for generative AI to discern the theme and sentiment of each topic. Based on Service Quality (SERVQUAL) theory, topics are categorized into key quality dimensions: functionality, usability, information quality, customer service, and system quality. Regression models were employed to assess the impact of the quality dimensions on investor satisfaction, revealing positive feedback on usability, information quality, and service quality as primary enhancers of satisfaction. In contrast, negative feedback on service quality, system quality, and functionality was identified as the primary inhibitor of satisfaction. This study explores how the influence of each quality dimension varies among different types of brokers (full-service vs. online-only brokerages). Finally, we propose a visualization tool called Topic Rating Impact and Frequency Analysis (TRIFA), which is designed to categorize topics based on their frequency of occurrence and impact on satisfaction. This tool aids in identifying the strengths and areas for improvement in services by effectively visualizing the results of text review analysis. This research not only deepens our understanding of the quality dimensions of mobile financial services but also offers valuable insights for service providers by suggesting predictive models that could help increase customer retention.

Transforming Event Experiences: The Role of Application Technology in Shaping Behavioral Intentions and Attachment to Places

ABSTRACTThis study develops an integrated model that investigates the impact of app technology on event experiences and subsequent consumer behaviors—place attachment, affective commitment, and behavioral intentions. In the context of sports tourism events, data were collected from 219 international participants during the 12th Transpyr race in 2022. Results suggest that perceived usefulness, information value, and perceived enjoyment are drivers of users' app satisfaction, though perceived ease of use did not directly impact app satisfaction. App satisfaction positively impacted event experiences, fostering place attachment, behavioral intention (intention to participate, word‐of‐mouth, electronic word‐of‐mouth), and affective commitment. Affective commitment also influenced behavioral intentions positively, unlike place attachment. This study extends the tourism and consumer behaviors literature. It also presents a new perspective on the TAM model by measuring the users' online experience and its impact on the event experience. Additionally, it provides event organizers with guidelines for building successful experiences.

Tell me how you really feel: Unpacking sub-dimensions of citizen satisfaction with hospital services

While recent studies of citizen satisfaction focus almost exclusively on expectations and performance information as drivers of satisfaction, there is good reason to believe that interpersonal encounters with bureaucrats are fundamental to how citizens view public organizations. We examine this issue in the context of the U.S. healthcare system, a setting where attention has been growing in recent years to the importance of the user experience and where there is growing recognition of longstanding social inequities that users encounter. Drawing on a cross-sectional dataset of 2,005 U.S. hospitals, we find that overall satisfaction is strongly linked to perceptions of the quality of interaction with the frontline staff and less so with medical and environmental coordination. However, in hospitals serving low socioeconomic patients, overall satisfaction is more strongly associated with perceptions of environmental coordination (e.g., quietness). Policymakers should acknowledge the importance of user experience and heterogeneous preferences underlying citizen satisfaction.

Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems

Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems

Drivers of Service Quality and Customer Satisfaction in Kathmandu Valley

Customer satisfaction is essential for businesses to encourage them to share positive responses in buying products. It stands as a crucial factor in determining long-term success of any organization reflecting the extent to which their offerings satisfy customer expectations. The economic progress and business success rely on customer satisfaction affected by the empathy, assurance, responsiveness, tangibility, reliability etc. especially in banking sector. Therefore, this study examines how bank customers perceive service quality and impact on their satisfaction. It utilizes a descriptive and causality research design to explore the relationship between drivers of service quality and customer satisfaction based on primary survey data from Kathmandu valley. This paper concludes reliability, assurance, tangibility, empathy, and responsiveness as service quality drivers play a significant role in shaping customer satisfaction within the banking sector. Notably, tangibility, assurance, and empathy stand out as key influential drivers in determining customer satisfaction level in commercial banks within Kathmandu valley. The significance of this research lies in its relevance to policymakers in the banking sector, urging them to develop and execute diverse bank policies aiming to enhance customer satisfaction, thereby fostering the business and economic success of commercial banks in Nepal.

Leveraging the interplay of Internet of Things (IoT) capabilities for achieving customer satisfaction in a B2B2C context: an integrative perspective

PurposeDespite IoT’s huge potential, enterprises’ ability to leverage it is their competitive advantage. Thus, competitive differentiation is primarily predicated on leveraging IoT toward customer needs. To examine the research gap, this study aims to explore the drivers of customer satisfaction and how they are affected by the interaction between IoT capabilities.Design/methodology/approachA mixed-method research framework is applied to assess the impact of IoT capabilities on customer satisfaction. Based on the theoretical underpinning of the resource-based view and dynamic capability, the study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. First, DEMATEL is used capture the interrelationship between IoT capabilities. Further, the impact of each IoT capabilities on customer satisfaction is studied using CoCoSo method.FindingsThe study highlights the importance of IoT capabilities in active resource allocation and effective resource utilization. The findings are enriched through the complementarity of resources in a dynamic business-to-business-to-customer (B2B2C) scenario. The authors expand the IoT capabilities from conventional business-to-business (B2B) or business-to-customer (B2C) scenario to tri-nodal B2B2C relationship triangle.Practical implicationsBased on the findings, the authors offer a business transformation strategy for firms in key areas of customer satisfaction by leveraging IoT. The study can help management prioritize and develop key IoT capabilities to meaningfully increase customer satisfaction metrics.Originality/valueBuilding on the dynamic capabilities and resource-based view of the firm, an integrated decision-making research model is proposed. In addition, this study investigates the product and service capabilities unlocked using IoT capabilities. This work can be considered one of the leading attempts to improve customer satisfaction using IoT capabilities from traditional dyadic (B2B or B2C) structure to triadic (B2B2C) framework.

Brand Experience and Service Quality: Key Drivers of Customer Satisfaction in Gojek Apps

This study analyzes the impact of brand experience and perceived service quality on customer satisfaction with Gojek and its implications in the context of transportation services. Using a quantitative method, primary data were collected from students at Universitas Pembangunan Panca Budi who used Gojek's services. The analysis indicates that both brand experience and perceived service quality significantly influence customer satisfaction. These findings complement previous research highlighting the crucial role of customer satisfaction in branding. The practical implications of this study underscore the importance for Gojek to focus on brand experience and service quality to enhance customer satisfaction and maintain its competitiveness in the digital transportation service market.

Drivers and outcomes of airline passenger satisfaction: A Meta-analysis

In the competitive environment of air transport management, airline passenger satisfaction is critical to customer loyalty, operational feedback, financial performance, and regulatory compliance and rankings. Research on airline passenger satisfaction has evolved and matured, shaped by industry dynamics and passenger expectations. However, only some studies have systematically assessed the key drivers and outcomes of airline passenger satisfaction. Consequently, this research provides a meta-analysis of the relationships between the critical drivers of passenger satisfaction and attitudinal and behavioural outcomes within the airline industry. A meta-analysis of 95 empirical studies revealed that perceived service quality and perceived value positively impact passenger satisfaction, with varying effect sizes. Passenger satisfaction had a significant direct and indirect effect on various behavioural intentions and on the willingness to recommend an airline, with gender moderating the relationship between perceived value and satisfaction. Among the perceived service quality dimensions, in-flight service had the greatest effect and was critical to passenger satisfaction. A conceptual model containing mechanisms to achieve affirmative behavioural responses through passenger satisfaction is provided for airline practitioners to formulate long-term success.

Health tourism in Malaysia: understanding the drivers of satisfaction and revisit intention

ABSTRACT Medical tourism is a dynamic industry that seeks to improve satisfaction and foster loyalty among Arab medical tourists. This study delves into the complex experience of medical tourism among Arab patients in Malaysia by using an integrated analytical framework that examines the combined effects of quality perception and recovery experience on tourists’ satisfaction and intentions to revisit. Utilising a cross-sectional design with purposive sampling, the study collected responses from 432 Arab patients, employing Partial Least Squares Structural Equation Modelling (PLS-SEM) and Necessary Conditions Analysis (NCA) to analyze the data. The findings reveal that perceived quality, especially in healthcare services and post-treatment care, significantly enhances tourist satisfaction, which directly influences their intentions to revisit. Additionally, trust emerged as a critical factor that not only strengthens the relationship between satisfaction and revisit intentions but also acts as a necessary condition for achieving high satisfaction levels. This research contributes to tourism literature by detailing the specific pathways through which service quality and recovery experience impact tourist satisfaction and revisit intentions. It provides practical insights for medical tourism providers to optimise service delivery and trust-building strategies, thereby enhancing Malaysia's reputation as a premier medical tourism destination.

Work-family policies and perceived organisational support as drivers of well-being and satisfaction among employees in the tourism industry

ABSTRACT This study investigated the effects of accessible work-family policies (WFP) and organisational support on job satisfaction mediated by employee well-being. Furthermore, it examined whether these relationships differed depending on employees’ gender and family responsibilities. The study involved 568 participants employed in the Spanish tourism industry, including front-line workers and managerial staff, with a similar proportion of male and female employees, nearly half of whom had family responsibilities. The valid questionnaires were analyzed using the PLS-SEM technique. The results highlighted the importance of organisational support and the accessibility of WFP in determining satisfaction in the workplace. While WFP accessibility had a residual effect, organisational support had a more substantial impact on overall satisfaction. Moreover, emotional and physical well-being (EWB, PWB) were crucial factors that directly influenced job satisfaction and mediated the relationship. The study revealed that family responsibilities and gender significantly shaped the relationships between organisational support, WFP accessibility, EWB, and PWB.

Integration of business intelligence and marketing: Enhancing corporate reputation in the financial services sector

This investigation extends into the intricate fabric of customer-based corporate reputation within the banking industry, applying advanced analytics to decipher the nuances of customer perceptions. By integrating structural equation modeling, particularly through SmartPLS4, we thoroughly examine the interrelations of perceived quality, competence, likeability, and trust, and how they culminate in customer satisfaction and loyalty. Our comprehensive dataset is drawn from a varied demographic of banking consumers, ensuring a holistic view of the sector’s reputation dynamics. The research reveals the profound influence of these constructs on customer decision-making, with likeability emerging as a critical driver of satisfaction and allegiance to the bank. We also rigorously test our model’s internal consistency and convergent validity, establishing its reliability and robustness. While the direct involvement of Business Intelligence (BI) tools in the research design may not be overtly articulated, the analytical techniques and data-driven approach at the core of our methodology are synonymous with BI’s capabilities. The insights garnered from our analysis have direct implications for data-driven decision-making in banking. They inform strategies that could include enhancing service personalization, refining reputation management, and improving customer retention efforts. We acknowledge the need to more explicitly detail the role of BI within the research process. BI’s latent presence is inherent in the analytical processes employed to interpret complex data and generate actionable insights, which are crucial for crafting targeted marketing strategies. In summary, our research not only contributes to academic discourse on marketing and customer perception but also implicitly demonstrates the value that BI methodologies bring to understanding and influencing consumer behavior in the banking sector. It is this blend of analytics and marketing intelligence that equips banks with the strategic leverage necessary to thrive in today’s competitive financial landscape.

What drives customers’ participation behaviour? Unveiling the drivers of affective satisfaction and its impacts in the restaurant industry

What drives customers’ participation behaviour? Unveiling the drivers of affective satisfaction and its impacts in the restaurant industry